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problem while importing config items
by Niccolò Castoldi 16 Jan '17

16 Jan '17

Hi guys, i already wrote to the ITSM mailing list but did not receive any feedback, so i am forwarding my question here on the generic one... i am running OTRS 5.0.12 with ITSM package for this version and just ran into a problem while importing data into my CMDB: to put it simple, the system creates the CIs in accordance to my CSV files but it does not fully populate all their fields in accordance with the data i put in the CSVs. For example, if i have a custom class with 100 attributes and i try to import 10 items of that class (with all the 100 fields compiled), i see 100 new CIs but with only 10-15 fields populated. My custom classes are for Servers, Firewalls and Switches. From the tests i performed so far, i noticed the following: - A CI is created for each row of a CSV file (as expected); - There are no "required" fields in the classes, so no errors received; - "Empty fields indicate that the current values are kept" is selected in Import/Export; - If i create a new CI manually i can fill out all its fields and save it without issues; - Fields are always populated until a certain point (see below). Each item is created correctly and the first fields which are nearly the same for each class and contain general information about the asset are filled: SerialNo, InventoryID, Manufacturer, Model, Owner, HostName, RackUnits, Notes and the like. Then it comes the Maintenance section in which i defined when the asset's warranty will expire and other info, as shown below. This section too is the same for every class i created, the only difference being in the keys names (FirewallVendor will be ServerVendor or SwitchVendor) >From this point onwards, the system simply "ignores" the values present in the CSV file and creates the asset with the remaining fields blanked out. After the Maintenance section there are several others for each class but the values are always ignored. ################################## Firewall Maintenance ######################################## { Key => 'FirewallMaintenance', Name => 'Maintenance', Input => { Type => 'Dummy', }, Sub => [ { Key => 'WarrantyExpirationDateFirewall', Name => 'Expiration', Searchable => 1, Input => { Type => 'Date', YearPeriodPast => 20, YearPeriodFuture => 10, }, }, { Key => 'RenewYesNo', Name => 'Renew', Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::YesNo', Translation => 1, }, }, { Key => 'FirewallVendor', Name => 'Vendor', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 50, }, }, { Key => 'MaintenanceNotes', Name => 'Notes', Searchable => 1, Input => { Type => 'TextArea', }, }, ], CountMin => 0, CountMax => 4, CountDefault => 0, }, ############################### End Firewall Maintenance ##################################### Did anyone else experience a similar behavior? Any advices? Many thanks in advance for your time, Niccolò

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Disable dynamic field by acl
by Jesus Rivera 29 Dec '16

29 Dec '16

Good morning, how do I create an ACL that disables a dynamic field when I select a service? I get it to enable certain values when I select the services, but I need to be disabled when I select some services that do not have children, I have not been able to reach you. I would appreciate the help they can give me.

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GenerticAgent does not work (OTRS4)
by Ml Ml 29 Dec '16

29 Dec '16

Hello List, i am running OTRS4 and i set up a Generic Agent in the Web GUI. If i (dry) run this job in the Web Gui, it finds 10 Matching Tickets. If i run the following on the command line, it does not find any ticket match: otrs:~# su - otrs otrs@otrs:~$ $HOME/bin/otrs.GenericAgent.pl Job: 'send escalation notifications' otrs@otrs:~$ Does someone have a hint/idea? Thanks, Mario p.s. Debug mode does not show much either: otrs@otrs:~$ $HOME/bin/otrs.GenericAgent.pl -d Job: 'send escalation notifications' otrs@otrs:~$

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About changing the default installation directory on SLE12
by Yang Guangzhong 29 Dec '16

29 Dec '16

Hi everyone, To follow the installation instruction, the default installaton directory is /opt/otrs/...... Now I want to put the default directory to /srv/www/otrs... on SLE12, but it does not work and shows: Server error! The server encountered an internal error and was unable to complete your request. Error message: End of script output before headers: installer.pl If you think this is a server error, please contact the webmaster <%5bno%20address%20given%5d>. Error 500192.168.1.244 Apache/2.4.10 (Linux/SUSE) I edit apache2-httpd.include.conf and replace the path /opt/ by /srv/www/, it also does not work. Please could anyone tell me how I should do if I want to change the default installation directory. Thanks,

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Access Control List problem
by Dimitrakakis Georgios 22 Dec '16

22 Dec '16

Dear all, I am trying to create an Access Control List that will disallow an Active Directory User (e.g. guest01) to be able to send a ticket to a specific queue (actually sub-queue of the main queue). In the ACL.jpg you can see the ACL rules (it's valid and its number is 100 without the existence of any other ACLs). In the ACL2.jpg you can see that despite the ACL the 01IT::06-Λοιπά sub-queue is still visible when the "guest01" user tries to submit a new ticket. Is everything correct?? If not what can I do in order to hide it from that user?? If yes, do I have to clear any caches before trying to load the page (I 've already tried that without success but maybe there is something else I should do)? 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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5s: Attachment not viewable/clickable when composing an answer
by Ralf Hildebrandt 21 Dec '16

21 Dec '16

When answering a ticket, the agent can appen attachments to their answer. And they can delete attachments from the reply. But, once an attachment has been added, the agent cannot verify (by clicking on the attachment) if he/she attached the correct file. Is this configurable? Running OTRS 5s here. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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Technician Dashboard
by DHilsbos＠performair.com 21 Dec '16

21 Dec '16

All; We're running OTRS 5.0.11. I have one technician whose dashboard view never shows tickets, even tickets in queues that he has full permissions to, and has "subscribed" to (personal preferences --> My Queues). It even refuses to show tickets which belong to him. I've looked at this several times, and can't seem to find the solution. Anyone have any ideas? Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc. DHilsbos(a)PerformAir.com www.PerformAir.com

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5s: cannot find the "escalation notification recipient settings"
by Ralf Hildebrandt 20 Dec '16

20 Dec '16

The OTRS manual says: "Please also review the escalation notification recipient settings and see if they match with your expectations (agents who have the ticket in one of their custom queues vs. all agents with read permissions). " I want the former -- "agents who have the ticket in one of their custom queues" This was configured via a setting in the file Kernel/Config/GenericAgent.pm (now obsolete) previously and can now be controlled via the GUI for each notification separately But where can I find this setting? Running OTRS 5s here. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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export with SQL querie(s)
by Stéphane Pouyllau 18 Dec '16

18 Dec '16

Dear all, I think is a « classic » question but I want to export all items of all tickets to CSV file. What’s the SQL query ? Is there a guideline or an OTRS SQL queries « almanac » ? Best, Stéphane. -- Stéphane POUYLLAU Ingénieur de recherche CNRS Directeur technique d'Huma-Num http://www.huma-num.fr http://humanum.hypotheses.org Twitter : http://twitter.com/spouyllau Blog perso : http://blog.stephanepouyllau.org

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Re: [otrs] OTRS empty mail from:
by Chris BOUSQUET 12 Dec '16

12 Dec '16

Hello All! I have a problem with OTRS since messages that are sent from OTRS to list admins and users are not coming through. I have debuged problem down to the fact that when OTRS (2.2) sends email it doesn't correctly set MAIL FROM header in SMTP connection. OTRS sends the email with "MAIL FROM:<>" instead of something like "MAIL FROM:<otrs at company.com<http://lists.otrs.org/cgi-bin/listinfo/otrs>>". This mail is then rejected by mailer since it has empty sender field. I did recheck my OTRS settings and I have setup email addresses for sending out. Am I missing a parameter in OTRS or is this intended to be in such way!? BR, Chris

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