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Missing Module
by Dimitrakakis Georgios 26 Apr '17

26 Apr '17

Hello, I am trying to configure CMDB on OTRS v.5.0.12 and I 've just noticed that when I try to create a new Ticket I get an "Internal Server Error" while at the logs is written: [Fri Apr 21 12:08:27 2017][Error][Kernel::System::ObjectManager::_DieWithError][533] Kernel::System::ITSMConfigItem::XML::Type::CIClassReference could not be loaded: Can't locate Kernel/System/ITSMConfigItem/XML/Type/CIClassReference.pm inn @INC (you may need to install the Kernel::System::ITSMConfigItem::XML::Type::CIClassReference module) (@INC contains: /opt/otrs/KIX4OTRSFAQ /opt/otrs/KIX4OTRSGeneralCatalog /opt/otrs/KIX4OTRSITSMChangeManagement /opt/otrs/KIX4OTRSITSMIncii dentProblem /opt/otrs/KIX4OTRSITSMConfigManagement /opt/otrs/KIX4OTRSITSMCore /opt/otrs/KIX4OTRS /opt/otrs/KIXCore /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/x86_64-linux-gnu/perl/5.20.2 /usr/local/sharee /perl/5.20.2 /usr/lib/x86_64-linux-gnu/perl5/5.20 /usr/share/perl5 /usr/lib/x86_64-linux-gnu/perl/5.20 /usr/share/perl/5.20 /usr/local/lib/site_perl . /usr/local/httpd) at /opt/otrs/Kernel/System/ObjectManager.pm line 191. Any ideas what is wrong now?? Best regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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My articles about OTRS
by Luis Daniel Lucio Quiroz 26 Apr '17

26 Apr '17

Incase someone likes to read http://inside-out.xyz/technology/installing-otrs-5-under-centos-7-with-ispc… http://inside-out.xyz/technology/configuring-otrs-5-with-memcached-support.… -- Luis Daniel Lucio Quiroz CISSP, CISM, CISA Linux, VoIP and much more fun www.okay.com.mx Need LCR? Check out LCR for FusionPBX with FreeSWITCH Need Billing? Check out Billing for FusionPBX with FreeSWITCH

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Time Accounted Export
by Daniel 25 Apr '17

25 Apr '17

Hi there, is there any way to get an export of all Time Accounted Tickers per Agent which includes also the Ticket-ID? I just can find an Export per Ticket Queue but for me it seems more important to have an export per User. So what exactly I need to see is: Agend Name:Ticket-ID:Queue:TimeAccounted -> Export as CSV or Excel -- Grüsse Daniel

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GenericAgent and Filters
by Pedro Lobo 25 Apr '17

25 Apr '17

Him I'm trying out OTRS to implement it internally. I'm attempting to create a recurring ticket that will reopen every 3 month after being closed. The idea is to have a scheduled task (test backups/DR) that once a support agent completes, it will be reopened 3 months later do do again. So far, I've managed to get the GenericAgent to reopen the ticket, but the various things I've tried seem to trigger the action right away. What I would like is: 1. Ticket is closed 2. GenericAgent runs every day/week and checks the filter 1. Ticket Number is # 2. Ticket Closed More than X minutes ago (just testing with minutes for now) 3. GenericAgent reopens ticket and sends email. What seems to be happening is that the ticket is reopened regardless of how long ago it was closed. How does filter logic work here. Is it Ticket # **AND** Closed time or is it simply matching the first one? If so, how could I do what I'm attempting to do? Cheers, Pedro

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Embedded images missing in ticket (No $ENV)
by Ralf Hildebrandt 25 Apr '17

25 Apr '17

Today I received a ticket with two inline images. Both are displayed as a broken image icon. If I use "open image in new tab", I'm getting this URL: https://otrs.charite.de/otrs/No-$ENV%7B with the error message: ---- snip ---- Not Found The requested URL /otrs/No-$ENV{ was not found on this server. Apache/2.4.25 (Ubuntu) Server at otrs.charite.de Port 443 ---- snip ---- Other users can display the ticket just fine, they get the URL: https://otrs.charite.de/otrs/index.pl?Action=AgentTicketAttachment;Subactio… The unformatted view shows that two inline images are embedded. Shift reload (twice!) strangely fixed the display issue for me. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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Custom error page
by Henry Combrinck 25 Apr '17

25 Apr '17

Greetings, Is there a way to redirect the standard OTRS error page (eg, if a crash/error occurs and the "Send a bugreport or go back to the previous page... Error Details:..." is displayed) to some other URL? Instead of displaying the scary looking error page, we'd prefer to redirect somewhere else and take care of the issue behind the scenes. Thanks

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Queue Escalations - duplicate escalation email to supervisors
by Henry Combrinck 25 Apr '17

25 Apr '17

Greetings, OTRS 5.0.17 Our queue escalations are working as expected, with agents receiving escalation notifications via email. Is it possible to have a supervisor receive a duplicate of the above email? I'll be giving the Admin->GenericAgent facility a try (ie, calling an external script which sends the supervisor a similar notification email), but was wondering whether there is a more elegant way of achieving this. Thanks

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Error in tempfile
by Carlos Chavez 21 Apr '17

21 Apr '17

My OTRS free installation had been working fine for many years but since yesterday I noticed that there were no tickets and the log file was sending an error: Apr 21 11:00:15 pbxoficina OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-10[6298]: [Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][Line:51]: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: Error: Error in tempfile() using template ./XXXXXXXXXX: Parent directory (./) does not exist at /opt/otrs/Kernel/cpan-lib/MIME/Tools.pm line 172. Yesterday I upgraded from version 5.0.6 to 5.0.18 (using RPM) and everything started working again until this morning and the error is back. Any pointers on where to look? -- Telecomunicaciones Abiertas de México S.A. de C.V. Carlos Chávez +52 (55)8116-9161

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'To:' field missing in email header
by Juraj Benadik 19 Apr '17

19 Apr '17

When I send out Admin notification email, it comes with 'To:' field empty. This is regarded as spam by zoho.com I tried to send via different SMTP servers, but To: field is always empty any idea how to fix this? OTRS Free 5.18\ --G

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Updating OTRS
by PREF31 OTRS 19 Apr '17

19 Apr '17

Hi, Does OTRS have an Automatic Update feature ? Thanks and regards Claude

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