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autostate and stateupdate
by André Cavalcante 20 Jun '16

20 Jun '16

Hi folks, I'm using OTRS 4.X. It runs on a linux server. I just can't figure it out how to setup autostate after pending close +. What I've done and what I' like to happen is the following: 1) I've added "pending autoclose +" to the "Ticket::PendingAutoStateType" parameter 2) at pending time each ticket should return to the state specified in "Ticket::StateAfterPending". Which is a customized state called "fechado automaticamente", that means "automatically closed". 3) I've created also a notification event, for sending an e-mail to the customer using updatestate everytime the ticketstate changes to "fechado automaticamente". The point is: the state is not being changed after pending time. Any hint? The notification is working fine, if I change state manually. Thanks -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

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Tag <OTRS_CUSTOMER_REALNAME> wrongly documented or implemented?
by Frank Thommen 14 Jun '16

14 Jun '16

Hi, in the tag reference at the bottom of the "Edit Notification" page in OTRS 5.0.9 the tag "<OTRS_CUSTOMER_REALNAME>" is described as "To get the realname of the sender (if given).". Effectively, it is replaced by the name of the ticket customer but *not* by the name of the effective sender (which could e.g. be a third party answering to a Cc received from that ticket). So either the tag name is misleading (should rather be something like "OTRS_SENDER_REALNAME") and the replacement is buggy or the documentation is wrong (should rather read "To get the realname of the ticket's customer user (if given)."). Any thoughts on this? Cheers Frank

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Generic Agent - causing ticket events
by Nick Bright 14 Jun '16

14 Jun '16

Greetings, I'm starting a new thread as this has gotten off the topic of the old thread. I'm attempting to use a Generic Agent to do a one-time action across all tickets. I'd like to run a TicketCustomerUpdate event (leaving the customer to be the same as it is - simply triggering the event). This is so that a Dynamic Field mapping which happens on a TicketCustomerUpdate event will occur, copying the Dynamic Field to all tickets in the system. Reviewing the parameters of the Generic Agent interface, I'm not seeing a method of causing an Event to occur on the ticket. Note that I'm not wanting to run the Generic Agent on an event. I'm trying to /cause /an event. Any suggestions or documentation links appreciated. Thanks, -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

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Copy LDAP field to dynamic field
by Lars Jørgensen 14 Jun '16

14 Jun '16

Hi, Is it at all possible to copy an LDAP field to a dynamic field? It's important to us that the users' departments are registered on the tickets for statistical purposes. We're doing it manually, but it seems absurd when you can see the field in the Customer Information Sidebar box. -- Lars

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OTRS doesn't seem to use configured proxy -> No news, no package version check
by Frank Thommen 14 Jun '16

14 Jun '16

Hi, our OTRS instance (5.0.9 on CentOS 6) has a proxy configured in SysConfig Core::Package::Proxy In the OTRS System Log I can see: Fri Jun 3 18:31:23 2016 error OTRS-CGI-47 Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to cloud.otrs.com:443 (Connection refused) The package manager reports for every package: SomeOTRSpackage 1.2.3 - Package not verified due a communication issue with verification server! The Dashboard reports: Can't connect to OTRS News server! `tcpdump host cloud.otrs.com` reports (on each opening of the PackageManager): 18:33:43.833030 IP OUR_OTRSSERVER.45467 > portal.otrs.com.https: Flags [S], seq 3033083959, win 14600, options [mss 1460,sackOK,TS val 195676033 ecr 0,nop,wscale 7], length 0 18:33:43.833259 IP portal.otrs.com.https > OUR_OTRSSERVER.45467: Flags [R.], seq 0, ack 3033083960, win 14600, length 0 18:33:43.862154 IP OUR_OTRSSERVER.45468 > portal.otrs.com.https: Flags [S], seq 3311162058, win 14600, options [mss 1460,sackOK,TS val 195676062 ecr 0,nop,wscale 7], length 0 18:33:43.862399 IP portal.otrs.com.https > OUR_OTRSSERVER.45468: Flags [R.], seq 0, ack 3311162059, win 14600, length 0 This is the same pattern I see, when I do a `curl` to https://cloud.otrs.com *without* proxy. When accessing cloud.otrs.com through the proxy, there should no traffic be reported by `tcpdump host cloud.otrs.com`. It doesn't make a difference if I define the proxy in Core::WebUserAgent::Proxy or in Core::Package::Proxy or in both. Any thoughts or pointers on how to solve this issue? Cheers Frank

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New Web Ticket --> Queue
by DHilsbos＠performair.com 13 Jun '16

13 Jun '16

All; I'm running OTRS 5, and I'm hoping that you can help me with a minor annoyance. Is it possible / how would I go about removing the Queue selection from the Customer website, and always have new web tickets go into a pre-determined queue? Thank you, Dominic Hilsbos Director - Information Technology Perform Air International Inc.

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Re: [otrs] Errors in system log
by Mikey van der Worp 12 Jun '16

12 Jun '16

Hi, These errors are not related to OTRS but your mySQL server. Check your settings of the mysql server and make sure everything is ok. Best regards, Mikey van der Worp Verzonden vanaf mijn Samsung Galaxy-smartphone. -------- Oorspronkelijk bericht -------- Van: claude <pref-otrs(a)haute-garonne.gouv.fr> Datum: 10-06-16 00:23 (GMT+01:00) Aan: "User questions and discussions about OTRS." <otrs(a)otrs.org> Onderwerp: [otrs] Errors in system log Hi, For a few days, I have two errors in system logs. the first DBD::mysql::st execute failed: Lost connection to MySQL server during query at /opt/otrs/Kernel/System/DB.pm line 559. ERROR: OTRS-UnlockTickets-10 Perl: 5.8.8 OS: linux Time: Thu Jun 9 06:15:15 2016 Message: Lost connection to MySQL server during query, SQL: 'SELECT st.tn, st.ticket_answered, st.id, st.timeout, sq.unlock_timeout FROM ticket st, queue sq WHERE st.queue_id = sq.id AND st.ticket_answered != 1 AND sq.unlock_timeout != 0 AND st.ticket_state_id IN ( 1, 4 ) AND st.ticket_lock_id NOT IN ( 1, 3 ) ' Traceback (18034): Module: /opt/otrs//bin/UnlockTickets.pl (v1.33) Line: 125 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 622. the second Charset encode 'gb2312' -=> 'utf-8' (¥«¥ë¥È¥»¥¸¥å£¥ë¸üÐÂ †–ºÏ¤») not supported! I don't know if this errors are related and I don't know what I can do for this If somebody can help me Thanks Regards, Claude

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Dynamic Fields... direct access in the DB
by Olivier Macchioni 10 Jun '16

10 Jun '16

Hello dear list, I’m trying to export a list of tickets directly from the OTRS DB - I’m computing 20 columns, there are 7 joins… the request is not that small… And it takes approx. 50 seconds to generate 5’000 rows I need. Knowing that I will eventually need to export much more than 5’000 rows, this is not acceptable. If I remove *only* the 4 columns where I compute the value of some “Dropdown” dynamic fields linked to tickets, the times drops down to 3 seconds… So I must be doing something wrong in the way I compute the value of dynamic fields…. or maybe the design of the DB itself is suboptimal? The best solution I’ve found so far is a poor man’s parser on the YAML content of dynamic_field.content: SELECT id, (SELECT regexp_replace(config, '.*' || dynamic_field_value.value_text || ': ([^\n]+)\n.*', '\1') FROM dynamic_field_value JOIN dynamic_field ON dynamic_field.id = dynamic_field_value.field_id WHERE dynamic_field_value.object_id = ticket.id AND object_type = 'Ticket' AND dynamic_field.name = 'Category') AS "Category" FROM ticket WHERE ticket.tn = '10479715' Does anyone have a better idea? Thanks, Olivier P.S. I’m using PostgreSQL - it would have been nicer to store the data in JSON format, which is natively supported, it could have save some precious CPU cycles but well...

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Manually fetch the emails is not working
by JAOUEN Egareg 10 Jun '16

10 Jun '16

Hi all, I've just migrated from OTRS v4.0.8 on windows appliance to OTRS v5.0.10 on a Fedora 23 station. All seems to be fine. Except... fetching the emails manually. When I try to fetch the emails with the link on the postmaster page in Admin zone, I receive the error below. I wonder if there are differences in fetching emails methods between v4 and v5 ? And between fetching emails manually with that link and fetching automatically with the cronjob / daemon ? Indeed, the emails are correctly fetched and sorted in the corresponding tickets automatically. Does someone encounter the same behavior ? Thanks ! The error I noticed : An error occurred. Message d'Erreur: IMAPS: Can't connect to clean.o2switch.net . Vous pouvez Envoyer un rapport de bug ou Revenir à la page précédente. Détails de l'erreur Backend ERROR: OTRS-CGI-0 Perl: 5.22.1 OS: linux Time: Wed Jun 8 09:49:02 2016 Message: IMAPS: Can't connect to clean.o2switch.net RemoteAddress: 37.58.171.139 RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=5;ChallengeToken=NFXCXFFiiZqmJakGtjgdzlAXJNEMJ1ID; Traceback (15683): Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 142 Module: Kernel::System::MailAccount::IMAP::Fetch Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::Modules::AdminMailAccount::Run Line: 60 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1053 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32 Egareg JAOUEN Ingénieur Recherche&Développement Tel : +33 2 31 35 34 81 │ egareg.jaouen(a)elitt.com 8 rue Léopold Sédar-Senghor - 14460 Colombelles - France │ www.elitt.com To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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How to translate a message in Kernel/System/*.pm
by Úr Balázs 10 Jun '16

10 Jun '16

Hi, I imported a process named "Egyedi megrendelés", and this notification appeared (see attached picture): "Process Egyedi megrendelés and all its data has been imported successfully." This string is located here: https://github.com/OTRS/otrs/blob/master/Kernel/System/ProcessManagement/DB… Martin Gruner explained, why can not translate these kind of strings in backends: https://github.com/OTRS/otrs/pull/1037#issuecomment-198247289 If a string has no parameter, Translatable() can mark it for translation, and somewhere else in the .tt files will be translated. But what about if a string has a parameter? Neither Translatable(), nor $LanguageObject can not be used in backend files. How to translate this kind of strings? Regards, Balázs

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