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Module Kernel/Output/HTML/FAQMenuGeneric.pm not in @INC (/usr/Custom /usr/Kernel[..]
by Rudolf Bargholz 18 Dec '15

18 Dec '15

Hi, Anyone have an idea why this error could occur and how I might resolve this problem? Hoppla. Es ist ein Fehler aufgetreten. Fehlermeldung: Module Kernel/Output/HTML/FAQMenuGeneric.pm not in @INC (/usr/Custom /usr/Kernel[..]. Sie können einen Fehlerbericht senden oder zurück zur vorhergehenden Seite. Fehlerdetails Backend ERROR: OTRS-CGI-10 Perl: 5.18.2 OS: linux Time: Fri Dec 18 10:58:20 2015 Message: Module Kernel/Output/HTML/FAQMenuGeneric.pm not in @INC (/usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.18.2 /usr/local/share/perl/5.18.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.18 /usr/share/perl/5.18 /usr/local/lib/site_perl . /etc/apache2) RemoteAddress: 193.135.59.132 RequestURI: /otrs/index.pl?Action=AgentFAQZoom;ItemID=24 Traceback (1727): Module: Kernel::Modules::AgentFAQZoom::Run Line: 436 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 206 Module: ModPerl::RegistryCooker::run (v1.99) Line: 206 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 172 Module: ModPerl::Registry::handler (v1.99) Line: 31 Upgraded a SLES 11 from OTRS 4.0.13 to 5.0.4 and this error occurred. Then I tested numerous installations on Ubuntu 14 and 15, migrated the OTRS data to the new server, and the error did not occur. Now I have migrated to a production Ubuntu 14.04 LTS using the workflow I noted when testing, and the error occurs again. Thankful for any help. Regards Rudolf

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Criticality <-> Impact <-> Priority Matrix empty
by Branislav Brna 16 Dec '15

16 Dec '15

Hello, today I found that in our OTRS 3.3.7 with ITSM I am unable to create new Services, because we dont have any Criticality set. Funny thing is that when I go to Criticality <-> Impact <-> Priority Matrix I am presented with this: http://s17.postimg.org/fevcai6jz/image.jpg I found this really strange since we had few test services defined in the pasted I am 100% sure that matrix was available. Any idea what could cause this and how to fix it? Thanks

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OTRS Role and groups Rights
by Rose Dowson 16 Dec '15

16 Dec '15

Hi, I'm new to otrs I have otrs 3.0.7 version. So I want to know how to limit Agent's rights I mean I want every Agent can't be able to see the others queues of other services *Exemple :* Agent of System Information service can't be able to see the queue of Human Resources Please Help me with your experience in OTRS. Regards.

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AD groups - bad sync
by ZS-Man 15 Dec '15

15 Dec '15

Hi all, I have new OTRS5 installed for test replacing our old ticket system. I have setup agent auth from AD (Samba4 - Zentyal). This woks. Users are authorized and new agent is created in OTRS. I can map Roles and Groups from AD too. Roles map/sync work, but Groups map/sync work weird.... Ad groups: IT, HelpDesk OTRS group: IT Users in HelpDesk have access to OTRS, but only in initial OTRS group "users" Users in both HelpDesk and IT have access to OTRS with IT group, role, queue. But... 1. Agent login to frontend, in log I see User: 'XXX' sync ldap group IT! , in Agents <-> Group mapping I see all checkbox IS selected for this user/group 2. Logout 3. Again login same agent, in log I see User: 'XXX' sync ldap group IT! , in Agents <-> Group mapping I see all checkbox IS NOT selected for this user/group 4. Logout 5. Again login same agent, in log I see User: 'XXX' sync ldap group IT!, in Agents <-> Group mapping I see all checkbox IS selected for this user/group 6. ... etc. Every login switch group mapping This is part of my Config.pm $Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; $Self->{'AuthSyncModule::LDAP::UserSyncGroupsDefinition'} = { 'CN=IT,OU=Groups,DC=domain,DC=xx' => { 'IT' => { ro => 0, rw => 1, }, }, }; Any idea what may be wrong? Thanks. ZS-Man

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OTRS Can't connect to imap.gmail.com
by Gökhan Öner 12 Dec '15

12 Dec '15

Hi, I am trying to use the Postmaster Mail Account service of OTRS to fetch a mailbox but when i try to connect it with a Google Account it fails with the error *Error Message: IMAPS: Can't connect to imap.gmail.com <http://imap.gmail.com>. * I also tried it with IMAPTLS but the error is still same. I have checked all the security settings in GMail and make them enabled for less secure apps. I have also googled it but cannot find any clear information about it. Has anyone faced with an error like this ? Thanks a lot. -- *Gökhan Öner* *Information Technology* *Sabancı University* *E:gokhanoner@sabanciuniv.edu <E%3Agokhanoner(a)sabanciuniv.edu>*

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Information about OTRS fork: KIX4OTRS -> KIX
by Anna Brakoniecka 10 Dec '15

10 Dec '15

Dear OTRS-Community, if you weren't aware of it until now: yes, we are working on the OTRS fork. In the last years OTRS AG has been responsible for tricky community work and difficult partnership within OTRS software. It makes real innovation impossible. We will split off into KIX based on OTRS 5 with our community module KIX4OTRS 8. The most important facts about our OTRS fork: - The new service management system is called KIX. - KIX4OTRS is Open Source Software and KIX will continue it. - We plan to establish a community incl. building up a forum and partner network. - We will offer a migration strategy. Users of (KIX4)OTRS won't notice huge changes in the first step so that the migration will be kept as simple as possible. - If you stay with OTRS standard, we won't leave you alone with it. We help furthermore within OTRS issues. - We keep promises we made: published releases of KIX4OTRS will be maintained as usual. KIX4OTRS 8 for OTRS 5 will be published in January 2016 and will be maintained until Dec 2018. KIX4OTRS 7.1 will be maintained until Dec 2017. We thank you for your feedback and patience. We'll inform you about further details in the coming weeks (among all in our social media channels, at OTRS forum and via our newsletter or news http://www.cape-it.de/news-en for English and http://www.cape-it.de/news for German contents). Our press release is already online: http://www.cape-it.de/en/company/press/press-releases/press-releases-reader… If you have questions or if you wish to subscribe to the newsletter, please contact us directly via info(a)cape-it.de Kind regards, Anna Brakoniecka ** Flexible providing of services related to OTRS ** ** http://www.cape-it.de/order ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

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Creating a new Queue view tab
by Edson Richter 08 Dec '15

08 Dec '15

Hi! In the queue view there are two tabs, and I can see "All tickets" and "Available tickets" (sorry if it's not the correct translation). Is there any easy (not programming) way to add a third "Pending tickets" view into this screen? Thanks for any tips. -- Atenciosamente, Edson Carlos Ericksson Richter

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Customized states causes internal server error 500
by Edson Richter 08 Dec '15

08 Dec '15

OTRS 5.0.3 Linux Oracle Enterprise Linux 7 x64 (RHEL 7) Database MariaDB 5.5 (MySQL 5.5) For sure I did something terrible wrong in states customizing. Please, you advise is welcome. _*Symptom:*_ When opening the "Queue view", system throws "HTTP 500 Internal server error". _*Research:*_ In Admin Log, I got the following error: " You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near ') AND sq.group_id IN (1,10,2,3,4,5,6,7,8,9) LIMIT 10000' at line 1, SQL: 'SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON sq.id = st.queue_id WHERE 1=1 AND *st.ticket_state_id IN ( )* AND sq.group_id IN (1,10,2,3,4,5,6,7,8,9) LIMIT 10000' " In error_log, I got the following error: " [Tue Dec 8 11:31:42 2015] -e: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near ') AND ( st.responsible_user_id IN (2) ) LIMIT 10000' at line 1 at /opt/otrs//Kernel/System/DB.pm line 666. ERROR: OTRS-CGI-46 Perl: 5.16.3 OS: linux Time: Tue Dec 8 11:31:42 2015 Message: You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near ') AND ( st.responsible_user_id IN (2) ) LIMIT 10000' at line 1, SQL: 'SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON sq.id = st.queue_id WHERE 1=1 AND st.ticket_state_id IN ( ) AND ( st.responsible_user_id IN (2) ) LIMIT 10000' RemoteAddress: 192.168.1.19 RequestURI: /otrs/index.pl Traceback (7571): Module: Kernel::System::Ticket::TicketSearch::TicketSearch Line: 2187 Module: Kernel::Output::HTML::ToolBar::TicketResponsible::Run Line: 54 Module: Kernel::Output::HTML::Layout::Header Line: 1342 Module: Kernel::Modules::AdminSelectBox::Run Line: 244 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 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 " _*Further investigation:*_ This error was being throw by the system for a long while, but I never got a HTTP error 500. _*What changed:*_ Few minutes before the first error happening, I've edited one state, and changed its type from "open" to "pending": *_Additional information:_ *I do use fully customized states, not the defaults ones. I believe I did something wrong, or missed to configure some parameter. Would you please kindly point me which parameter in sysconfig will provide the information required for the IN (...) in this query? Thanks in advance, -- Atenciosamente, Edson Carlos Ericksson Richter

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OTRS 5 Notifications
by Nick Lapp 08 Dec '15

08 Dec '15

Since we upgraded to OTRS 5 we're getting "duplicate" notifications. It used to be that we would get "ticket queue update notifications" OR "ticket create notifications" depending on how the ticket came into the system. For example, if it landed in the postmaster queue and then got moved to a queue by a generic agent job, we would only get a queue update notification, and now we're getting both. Here is a log of a ticket as an example: NewTicket New Ticket [1062591] created (Q=Technology Support;P=3 normal;S=new). - Admin OTRS 12/07/2015 12:31:54 CustomerUpdate Updated: CustomerID=IMESD-HR:{Cusomter Email};CustomerUser={Customer Email} - Admin OTRS 12/07/2015 12:31:54 WebRequestCustomer Customer request via web. Zoom view Admin OTRS 12/07/2015 12:31:54 SendAutoReply AutoReply sent to ""Customer" <Customer Email>". Zoom view Admin OTRS 12/07/2015 12:31:55 Move Ticket moved into Queue "Technology Support::Central Zone::InterMountain ESD" (7) from Queue "Tec... - Admin OTRS 12/07/2015 12:31:55 SendAgentNotification "Ticket queue update notification" notification was sent to "agent 1" by "Email". - Admin OTRS 12/07/2015 12:31:56 SendAgentNotification "Ticket queue update notification" notification was sent to "agent 2" by "Email". - Admin OTRS 12/07/2015 12:31:56 SendAgentNotification "Ticket queue update notification" notification was sent to "agent 3" by "Email". - Admin OTRS 12/07/2015 12:31:56 SendAgentNotification "Ticket create notification" notification was sent to "agent 1" by "Email". - Admin OTRS 12/07/2015 12:31:57 SendAgentNotification "Ticket create notification" notification was sent to "agent 2" by "Email". - Admin OTRS 12/07/2015 12:31:57 SendAgentNotification "Ticket create notification" notification was sent to "agent 3" by "Email". - Admin OTRS 12/07/2015 12:31:57 Any ideas? We're running version 5.0.3. Thanks! Nick

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test regex internal
by Rob Shears 04 Dec '15

04 Dec '15

Testing again.. Should actually pull me as an agent. [Phonovation Logo]<http://www.phonovation.com/> Rob Shears | Systems Designer Phonovation Ltd. 8 Clarinda Park North | Dun Laoghaire | Co. Dublin | Ireland Company Reg No. 127108 | VAT no. IE4818845D Email: rob(a)phonovation.com<mailto:rob@phonovation.com> Web: www.phonovation.com<http://www.phonovation.com> Phone: +353 1 284 30 11 Fax: +353 1 284 32 23 [http://interactsms.com/staff/social/Facebook.png]<https://www.facebook.com/pages/Phonovation-Ltd/237432239713956>[http://interactsms.com/staff/social/Twitter.png]<https://twitter.com/Phonovation>[http://interactsms.com/staff/social/LinkedIn.png]<http://www.linkedin.com/company/phonovation-ltd>[http://interactsms.com/staff/social/Googleplus.png]<https://plus.google.com/u/1/b/110068098770385861265/110068098770385861265/p…>[http://interactsms.com/staff/social/YouTube.png]<https://www.youtube.com/user/PhonovationLtd>[http://interactsms.com/staff/social/Map.png]<https://goo.gl/maps/JTKmG>[http://interactsms.com/staff/social/Vcard.png]save contact<http://interactsms.com/staff/Rob_Shears.vcf> The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Statements and opinions expressed in this e-mail may not represent those of Phonovation Limited. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender immediately and delete the material from any computer

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