- otrs - OTRS mailing lists

Replace string in a closed ticket
by Gestió Servidors 30 Nov '20

30 Nov '20

Hello, I need to replace a string in some notes of a closed ticket. How can I replace the wrong string for the correct one? Thanks.

1 0

Close action templates?
by Nick Bright 11 Aug '20

11 Aug '20

Is there a way to create templates for use with the "Close" action? This "type" is not available when I click "Add Template" -- --------------- Email Signature Nick Bright - VICE PRESIDENT OF TECHNOLOGY P: 888.332.1616 W: valnet.net <https://valnet.net> F: Facebook <https://www.facebook.com/ValnetISP/> This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

1 0

Change the sender name to agent name in article list ?
by JAOUEN Egareg 20 Jul '20

20 Jul '20

Hi all, One frustrating point in using OTRS is that all the sent articles from OTRS Team appears with the same generic name (for example : Support Team) because we use the same generic email address (for example : support(a)support.com<mailto:support@support.com>). Is it possible to change this sender’s name to the agent’s name who effectively did the action (sending the email/response) ? Thanks ! Egareg JAOUEN

2 2

Fwd: Appointments does not show in calendar overview
by Danny Duran 16 Jul '20

16 Jul '20

Hello all, I've been having an issue with OTRS calendar. I want to make appointments and calendar work, however, when I try to make an appointment it doesn´t appear on calendar overview but it does appear correctly in agenda overview. Do you guys have any hint on that? Thanks.

2 1

Forwarding a ticket response closes the ticket? Bug or feature?
by Bruce Johnson 14 Jul '20

14 Jul '20

I don’t recall this happening in the past, but I occasionally forward a response or question from a ticket to another email address; when I did this today, the ticket was closed in both instances, which was not what I wanted. We’re running the current version: PRODUCT = OTRS VERSION = 6.0.28 BUILDDATE = Wed Apr 8 20:40:29 CEST 2020 BUILDHOST = otrsbuild.otrs.com<http://otrsbuild.otrs.com> IS this a bug or a feature? If feature, can it be turned off, I did not want to close the ticket. It’s likely that I hadn’t done this since the last update. -- Bruce Johnson University of Arizona College of Pharmacy Information Technology Group Institutions do not have opinions, merely customs

2 2

Create a new environment variable using LDAP parameters
by Alexis HAUSER 15 May '20

15 May '20

Hi, I found out that it was possible to modify Layout.pm to create a new environment variable. For example, it's possible to create a new variable called "New Variable" : $Self->{NewVariable} = $ConfigObject->Get('DefaultTheme'); And call it inside a .tt template file using : [% Env('NewVariable') %] I would like to get a LDAP parameters to define it there, in the Layout.pm This parameter is defined in Config.pm as "UserEntity", which is actually a parameter in our LDAP that we display on a ticket. What should I do to create a new variable containing it's value ? It seems it's not contained inside a ConfigObject but somewhere else... Regards

2 2

How to deal with error OTRS Scheduler Daemon Cron: MailQueueSend
by Santiago DIEZ 12 May '20

12 May '20

Hi, I received 2 alerts in the past 9 days. I'm using otrs-6.0.28. subject: OTRS Scheduler Daemon Cron: MailQueueSend The body starts with: ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-59 Perl: 5.20.2 OS: linux Time: <DATE> Then there are many lines of debug. One of them being: Message: CommunicationLog([...])::Kernel::System::MailQueue => Temporary problem returned from server, requeuing message for sending. Message: SMTPCode: 451, ErrorMessage: Could not send message to server: 451, Go ahead j4sm19123399wrm.85 - gsmtp! The body finishes with Error: Could not send message with ID '425'! Please refer to the log. Error: Failed. >From the message id (j4sm19123399wrm.85) I could verify that the email was indeed sent one minute later (found the corresponding article using grep on /var/article/). But what does the id 425 refer to? The second alert has the same subject. The body also starts with: ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-59 Perl: 5.20.2 OS: linux Time: <DATE> Then there are many lines of debug. One of them being: Message: CommunicationLog([...])::Kernel::System::MailQueue => Permanent sending problem or we reached the sending attempt limit. Message will be removed The body finishes with Error: Could not send message with ID '520'! Please refer to the log. Error: Failed. I can't find the message id a67sm13838135wmc.30 anywhere in my articles. How can I retrieve the message to try and send it again? Thanks for your help Regards Santiago

2 5

otrs.Daemon.pl process duplicates and becomes unstoppable
by Santiago DIEZ 27 Apr '20

27 Apr '20

Hi, I recently upgraded from otrs-5.0.42 to otrs-6.0.28. One weird thing I'm experiencing is that sometimes the daemon process is unstoppable. So when I start the daemon (bin/otrs.Daemon.pl start), I have the following processes: USER PID STAT START COMMAND otrs 31496 SN 11:09 perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31497 SN 11:09 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31498 SN 11:09 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31499 SN 11:09 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31500 SN 11:09 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31501 SN 11:09 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start The amount of children varies but there is ONLY ONE parent (31496). And then suddenly (I haven't yet been able to find the trigger), a new parent arises (32608) and the old parent changes all of its children at once: USER PID STAT START COMMAND otrs 32608 SN 11:15 perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32627 DN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32628 RN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32629 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32630 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31496 SN 11:09 perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 630 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 631 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 632 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 633 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 634 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start Then if I stop the daemon (bin/otrs.Daemon.pl stop), only the old parent (31496) dies with its children and the new parent (32608) cannot be killed (except with kill -9): USER PID STAT START COMMAND otrs 32608 SN 11:15 perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32627 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32628 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32629 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32630 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start Any idea what is going on? Regards Santiago CAOBA

1 0

What defines a ticket to be 'Available' in view AgentTicketQueue?
by David Bekker 15 Apr '20

15 Apr '20

Hi, Running otrs 6.0.27 I'm trying to make tickets show up in 'Available tickets' in the Queue view (index.pl?action=AgentTicketQueue). However it seems that every ticket ends up in "All tickets". I've expected a ticket to be available when the ticket is unlocked, but that doesn't seem to be the case.. Process that I'm trying to implement is 1. Servicedesk agent gets a new ticket in raw queue. 2. Servicedesk agent will move a ticket to the appropriate queue (e.g. System Engineering) 3. Agents from the System Engineering queue will monitor the 'Available tickets' view and assign the right owner. 4. Ticket will disappear from 'Available tickets' (And still be in the 'All tickets' view) when Owner is assigned. How do I make this work? Greetings, David Bekker

1 0

Ticket state transition New -> Open
by Nick Bright 03 Apr '20

03 Apr '20

What conditions will transition a ticket from New to Open? Is it only an outbound phone call or outbound email? I know that a note doesn't, and an inbound email doesn't; but I thought an inbound phone call would transition the ticket state from New to Open if recorded by an agent. If there's a relevant page in the documentation about this, a link would be helpful. Thanks, -- --------------- Email Signature Nick Bright - VICE PRESIDENT OF TECHNOLOGY P: 888.332.1616 W: valnet.net <https://valnet.net> F: Facebook <https://www.facebook.com/ValnetISP/> This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

2 1