- otrs - OTRS mailing lists

LDAP Lookup for Ticket Content
by Anthony F McInerney 19 Dec '19

19 Dec '19

Hi All, I am looking for a very specific feature/plugin for LDAP lookup. If I understand correctly OTRS is using something like https://metacpan.org/pod/distribution/perl-ldap/lib/Net/LDAP.pod for the LDAP auth ? Which seems to have the ability to meet my requirements. What I would like to do, is an ldap search to query the members of a Group. (Much like it already does for Customer or Agent auth.) I would like to list those members in a ticket, somehow and send them out as a notification. Would someone be able to help guide in me the right direction to solve this? Many thanks Ant.

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How do I set the priority of a ticket (OTRS6)
by Ralf Hildebrandt 11 Dec '19

11 Dec '19

Feeling stupid, but how do I set the priority of a ticket (OTRS6) in the webinterface? I do see a "grey rectangle" indicating priority 3 ("normal") but I can't seem to alter that. Ralf Hildebrandt Charité - Universitätsmedizin Berlin Geschäftsbereich IT | Abteilung Netzwerk Campus Benjamin Franklin (CBF) Haus I | 1. OG | Raum 105 Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 ralf.hildebrandt(a)charite.de https://www.charite.de

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otrs.Daemon.pl using 100% CPU
by Nick Bright 02 Dec '19

02 Dec '19

Using OTRS 6.0.24 on CentOS 7 (fully updated) on VMWare 5.1 with 4x Xeon E5620 vCPU and 8GB RAM. I've noticed that otrs.Daemon.pl will use 100% CPU shortly after starting. When I first noticed it this morning, I used strace on the PIDs of otrs.Daemon.pl, but had no output. After restarting the process (I had to kill -9 to get it to die), strace has output of: brk(NULL) = 0x8dac000 brk(0x8dcd000) = 0x8dcd000 repeating over and over again (with different addresses). In case this is a resource problem, I just doubled the CPU and RAM; however it doesn't look like a resource problem to me. Any suggestions on what could be causing the issue? -- Nick Bright Vice President of Technology A: 520 W Sycamore, Independence, KS 67301 P: 888.332.1616 ext.315 <tel:8883321616> E: nick.bright(a)valnet.net <mailto:nick.bright@valnet.net> valnet.net <https://valnet.net> <https://www.facebook.com/ValnetISP/> <https://twitter.com/ValnetISP> <https://www.youtube.com/channel/UC51F8Q0s8BZJJugyiH64fMw?view_as=subscriber> <https://www.instagram.com/valnet.isp/>

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recent Closed tickets not showing in the 'Closed tickets' view after update from 5 to 6.
by Bruce Johnson 02 Dec '19

02 Dec '19

I recently updated from 5 to 6, and while there were no errors reported during the database update process, ever since the Status View ‘closed tickets’ view has not shown any tickets closed since that time. The tickets are in the database, because if we search for them we can find them, but it’s quite convenient to revisit recently closed tickets at time. How can I fix this? -- Bruce Johnson University of Arizona College of Pharmacy Information Technology Group Institutions do not have opinions, merely customs

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LDAP Sync broken after DC certificate change
by Johannes Glenz 26 Nov '19

26 Nov '19

Hello, due to the migration of our CA to SHA256 i had to generate new certificates for our domain controllers. OTRS is configured to use Port 389 so there should be no certificate needed when synchoing Domain Users. But somehow after changing the certificates on the domaincontrollers the domain user sync of OTRS stopped working. I am a complete newb to OTRS, if you need any info regarding the config or log files, let me know. Best regards, hannes

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CKEditor - enable useful functions?
by Nick Bright 22 Nov '19

22 Nov '19

How can I enable useful functions in the embedded ckeditor? The upgrade to v6 completely trashed all of our templates, and while trying to rebuild them we're finding we can't use any code at all. Not even simple tables, CKEditor strips EVERYTHING except text and newlines. It almost feels like something is broken, as this level of "no features" can't possibly be intended. -- Nick Bright Vice President of Technology A: 520 W Sycamore, Independence, KS 67301 P: 888.332.1616 ext.315 <tel:8883321616> E: nick.bright(a)valnet.net <mailto:nick.bright@valnet.net> valnet.net <https://valnet.net> <https://www.facebook.com/ValnetISP/> <https://twitter.com/ValnetISP> <https://www.youtube.com/channel/UC51F8Q0s8BZJJugyiH64fMw?view_as=subscriber> <https://www.instagram.com/valnet.isp/>

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Auto-Merge by subject per-queue
by Nick Bright 21 Nov '19

21 Nov '19

Is there a way to automatically merge by subject? If so, can it be configured per queue? I have queues that receive many automated messages, which are manually merged every day b, matched by subject line. Thanks, -- Nick Bright Vice President of Technology A: 520 W Sycamore, Independence, KS 67301 P: 888.332.1616 ext.315 <tel:8883321616> E: nick.bright(a)valnet.net <mailto:nick.bright@valnet.net> valnet.net <https://valnet.net> <https://www.facebook.com/ValnetISP/> <https://twitter.com/ValnetISP> <https://www.youtube.com/channel/UC51F8Q0s8BZJJugyiH64fMw?view_as=subscriber> <https://www.instagram.com/valnet.isp/>

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View after TicketMerge
by Nick Bright 21 Nov '19

21 Nov '19

Greetings, After merging tickets, the view goes to TicketZoom. I'd prefer to go back to QueueView instead of TicketZoom (makes workflow easier for merging lots of tickets). However, I'm having trouble finding where to adjust this setting in the System Configuration. Does anybody know the config path? I figured it would be under Ticket::Frontend::AgentTicketMerge but I don't see anything there about the view after merging. Thanks, -- Nick Bright Vice President of Technology A: 520 W Sycamore, Independence, KS 67301 P: 888.332.1616 ext.315 <tel:8883321616> E: nick.bright(a)valnet.net <mailto:nick.bright@valnet.net> valnet.net <https://valnet.net> <https://www.facebook.com/ValnetISP/> <https://twitter.com/ValnetISP> <https://www.youtube.com/channel/UC51F8Q0s8BZJJugyiH64fMw?view_as=subscriber> <https://www.instagram.com/valnet.isp/>

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Re: [otrs] Conditional autoreply possible?
by Matthias.Terlinde＠t-systems.com 10 Nov '19

10 Nov '19

Hey Ralf, you need to build a PostMaster filter which recognizes the usual autoreplies (subject, content, whatever). Then you have two possibilities: - Set X-OTRS-Ignore to yes - Set a specially created dynamic field to a value and initialize all other mails with the opposite value With the first one, no autoreply will reach the ticket system at all, which could be undesired. For the second one, you need to create a ticket notification by yourself, which filters for your queues and the value for "not an autoreply". In this one you'll put your text. Furthermore: if you create a ticket and send a mail to your customers/hospital users and they reply with an vacation response, doesn't it leave the original subject intact? Kind regards, Matthias T-SYSTEMS INTERNATIONAL GMBH Matthias Terlinde Bonner Talweg 100 53113 Bonn E-Mail: matthias.terlinde(a)t-systems.com Internet: www.t-systems.com Let's power higher performance You can find the compulsory statement on: www.t-systems.com/compulsory-statement > -----Ursprüngliche Nachricht----- > Von: otrs <otrs-bounces(a)lists.otrs.org> Im Auftrag von otrs- > request(a)lists.otrs.org > Gesendet: Samstag, 9. November 2019 15:57 > An: otrs(a)lists.otrs.org > Betreff: otrs Digest, Vol 133, Issue 1 > > Send otrs mailing list submissions to > otrs(a)lists.otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/mailman/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)lists.otrs.org > > You can reach the person managing the list at > otrs-owner(a)lists.otrs.org > > When replying, please edit your Subject line so it is more specific than "Re: > Contents of otrs digest..." > > > Today's Topics: > > 1. User accidentally created more than 5000 tickets (Mathias Waack) > 2. Re: User accidentally created more than 5000 tickets > (Mathias Waack) > 3. Re: User accidentally created more than 5000 tickets > (Florian Edlhuber) > 4. Conditional autoreply possible? (Ralf Hildebrandt) > 5. Re: Conditional autoreply possible? (Florian Edlhuber) > 6. LDAP Lookup for Ticket Content (Anthony F McInerney) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 30 Oct 2019 10:20:11 +0100 > From: Mathias Waack <mathias.waack(a)seim-partner.de> > To: otrs(a)lists.otrs.org > Subject: [otrs] User accidentally created more than 5000 tickets > Message-ID: <5445c024-5dac-7b6a-c186-bf5dc6f589d9(a)seim-partner.de> > Content-Type: text/plain; charset="us-ascii" > > An HTML attachment was scrubbed... > URL: > <http://lists.otrs.org/pipermail/otrs/attachments/20191030/ecfdc486/attach > ment-0001.html> > > ------------------------------ > > Message: 2 > Date: Sat, 2 Nov 2019 10:14:39 +0100 > From: Mathias Waack <mathias.waack(a)seim-partner.de> > To: otrs(a)lists.otrs.org > Subject: Re: [otrs] User accidentally created more than 5000 tickets > Message-ID: <9deadc63-5f18-b5a9-0e06-f281b13ec83d(a)seim-partner.de> > Content-Type: text/plain; charset="us-ascii" > > An HTML attachment was scrubbed... > URL: > <http://lists.otrs.org/pipermail/otrs/attachments/20191102/a1215de9/attac > hment-0001.html> > > ------------------------------ > > Message: 3 > Date: Sat, 2 Nov 2019 22:26:05 +0100 > From: Florian Edlhuber <florian.edlhuber(a)gmx.de> > To: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> > Subject: Re: [otrs] User accidentally created more than 5000 tickets > Message-ID: <1572729965.322619.642017571(a)otrs.edlhuber.net> > Content-Type: text/plain; charset="utf-8" > > > Hi, > > 30.10.2019 10:27 - Mathias Waack schrieb: > > > Finally I was able to delete these tickets using the generic agent. > > But since then our otrs does not send any email. The communication > > logs shows again more than 1000 open communications and the number is > > constantly growing. Why is otrs queuing these messages without sending > > it? Where can I start searching for the reason? > > Depending on your mail configuration, sending takes time. It needs a working > DNS and a good MTA. > > On specific (wrong!) Mail configuration OTRS tries to send mails to non- > existend users. Maybe you have this situation. > > Check your communication log and try to use the otrs.Console.pl command > to check the mail sending queue and/or delete it. > > Check your local syslog and mail log, too. > > regards > Florian > >

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Conditional autoreply possible?
by Ralf Hildebrandt 06 Nov '19

06 Nov '19

We have queues where autoreply is activated. But we don't want to reply to vacation autoresponders and the like. Is that possible? Ralf Hildebrandt Charité - Universitätsmedizin Berlin Geschäftsbereich IT | Abteilung Netzwerk Campus Benjamin Franklin (CBF) Haus I | 1. OG | Raum 105 Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 ralf.hildebrandt(a)charite.de https://www.charite.de

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