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User accidentally created more than 5000 tickets
by Mathias Waack 02 Nov '19

02 Nov '19

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About OTRS Web service
by Gökhan Öner 24 Oct '19

24 Oct '19

Hi all, We are facing with connection issues to https://*OURFQDN*/otrs/rpc.pl from a remote server. A script on the remote server tries to connect OTRS but returns with an error "SoapFault exception: [HTTP] Could not connect to host in */path/to/file.php*" I have checked the logs on the OTRS server and find only one line like this"[24/Oct/2019:08:36:24 +0300] "POST /otrs/rpc.pl HTTP/1.1" 302 302 "-" "PHP-SOAP/5.3.14"" We tried to connect over HTTPS but nothing changed. On the other hand, there is an other test OTRS server -cloned from the PROD- and the script can connect to it. Did you faced an error like this before or can give me any recommendations? Thank you to all. *GÖKHAN ÖNER* SİSTEM SORUMLUSU SYSTEM SPECIALIST ------------------------------ Sabancı Üniversitesi Üniversite Caddesi No:27 34956 Orta Mahalle Tuzla - İstanbul *T* 0 216 483 91 81 *F* 0 216 483 91 86 * www.sabanciuniv.edu * <https://www.sabanciuniv.edu/> <https://www.sabanciuniv.edu/20yil>

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Re: [otrs] Tickets number of digits
by Alexis HAUSER 15 Oct '19

15 Oct '19

I tried to change the following config element : Ticket::NumberGenerator::MinCounterSize but it doesn't seem to have any impact on it. De: "LQ Marshall" <qmarshall(a)iNetSpace.net> À: "otrs" <otrs(a)lists.otrs.org> Envoyé: Samedi 5 Octobre 2019 02:02:09 Objet: Re: [otrs] Tickets number of digits I believe that you can change the ticket format. The setting is in the admin section somewhere. (There was a thread a long while back on the subject.) The format you're mentioning i do not believe will work. The format includes more than what you reference. L.Q. [ mailto:Marshalllqmarshall@inetspace.netm | Marshall ] One's strength is only determined when the challenge seems overwhelming. -------- Original message -------- From: Alexis HAUSER <alexis.hauser(a)imt-atlantique.fr> Date: 10/3/19 11:00 (GMT-05:00) To: otrs <otrs(a)lists.otrs.org> Subject: [otrs] Tickets number of digits Hi, Is there a way to change the number of digits used in the ticket numbers ? For example, transform Ticket# 20190411 40000 031 into date + 3 digits for ticket number : Ticket#20190411031 Regards --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

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AUTOREPLY otrs Digest, Vol 132, Issue 1
by baer＠opm-computer.de 05 Oct '19

05 Oct '19

Sehr geehrte Damen und Herren, in der Zeit vom 27.09.2019 bis einschließlich 13.10.2019 befinde ich mich nicht im Büro. Beachten Sie bitte, dass Ihre E-Mail nicht automatisch weitergeleitet wird. In dringenden Fällen wenden Sie sich bitte an unsere Hotline unter 0203-378530, oder an Herrn Gries (gries(a)opm-computer.de) Bei technischen Problemen oder Fragen können Sie auch eine Mail an support(a)opm-computer.de senden. Mit freundlichen Grüßen Ronny Bär OPM IT Service GmbH 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. Troubleshooting DBUpdate-to-6.pl errors - FK issue (Nick Bright) 2. Re: Troubleshooting DBUpdate-to-6.pl errors - FK issue (Florian Edlhuber) 3. OTRS 6 Calendar (Nick Bright) 4. Fill OTRS-Adressbook from Nextcloud contacts? (Mathias Waack) 5. Tickets number of digits (Alexis HAUSER) 6. Re: Tickets number of digits (=?UTF-8?B?TFEgTWFyc2hhbGw=?=) ---------------------------------------------------------------------- Message: 1 Date: Thu, 19 Sep 2019 13:58:24 -0500 From: Nick Bright <nick.bright(a)valnet.net> To: otrs(a)lists.otrs.org Subject: [otrs] Troubleshooting DBUpdate-to-6.pl errors - FK issue Message-ID: <2fdbe889-8415-5f3a-6233-4431945548b0(a)valnet.net> Content-Type: text/plain; charset=utf-8; format=flowed Greetings, I'm working on upgrading to v6, and in the process I'm getting an error on Step 31/44 in DBUpdate-to-6.pl, clearly caused by some error in the database. I'm trying to find that error to correct it, but the error message isn't giving me enough information to do so. Does anybody have any suggestions on how to find the offending data? Once I find it, then I can figure out what to do to correct it. Step 31 of 44: Post changes on article related tables ... ??????? - Reseting auto-incremental if needed for article table. ??????? - Performing needed actions on article_data_mime table. ??????? - Performing needed actions on article_data_mime_plain table. ??????? - Performing needed actions on article_data_mime_attachment table. ??????? - Re-create foreign keys pointing to the old article table. [Thu Sep 19 13:31:20 2019] DBUpdate-to-6.pl: DBD::mysql::db do failed: Cannot add or update a child row: a foreign key constraint fails (`otrs`.`#sql-5e0_29`, CONSTRAINT `FK_ticket_history_article_id_id` FOREIGN KEY (`article_id`) REFERENCES `article` (`id`)) at /opt/otrs/Kernel/System/DB.pm line 470. ERROR: OTRS-otrs.Console.pl-Dev::Code::CPANAudit-10 Perl: 5.16.3 OS: linux Time: Thu Sep 19 13:31:20 2019 ?Message: Cannot add or update a child row: a foreign key constraint fails (`otrs`.`#sql-5e0_29`, CONSTRAINT `FK_ticket_history_article_id_id` FOREIGN KEY (`article_id`) REFERENCES `article` (`id`)), SQL: 'EXECUTE FKStatement' ?Traceback (5899): ?? Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBString Line: 394 ?? Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBArray Line: 342 ?? Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::_RecreateForeignKeysPointingToArticleTable Line: 419 ?? Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::Run Line: 67 ?? Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157 ?? Module: scripts::DBUpdateTo6::Run Line: 69 ?? Module: scripts/DBUpdate-to-6.pl Line: 87 ERROR: OTRS-otrs.Console.pl-Dev::Code::CPANAudit-10 Perl: 5.16.3 OS: linux Time: Thu Sep 19 13:31:20 2019 ?Message: Error during execution of 'EXECUTE FKStatement'! ?Traceback (5899): ?? Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBString Line: 397 ?? Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBArray Line: 342 ?? Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::_RecreateForeignKeysPointingToArticleTable Line: 419 ?? Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::Run Line: 67 ?? Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157 ?? Module: scripts::DBUpdateTo6::Run Line: 69 ?? Module: scripts/DBUpdate-to-6.pl Line: 87 -- ----------------------------------------------- - 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 - ----------------------------------------------- ------------------------------ Message: 2 Date: Fri, 20 Sep 2019 08:27:15 +0200 From: Florian Edlhuber <florian.edlhuber(a)gmx.de> To: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> Subject: Re: [otrs] Troubleshooting DBUpdate-to-6.pl errors - FK issue Message-ID: <1568960835.93249.5018914934(a)otrs.edlhuber.net> Content-Type: text/plain; charset="utf-8" Hi Nick, 19.09.2019 20:59 - Nick Bright schrieb: > I'm working on upgrading to v6, and in the process I'm getting an error > on Step 31/44 in DBUpdate-to-6.pl, clearly caused by some error in the > database. >(...) > [Thu Sep 19 13:31:20 2019] DBUpdate-to-6.pl: DBD::mysql::db do failed: > Cannot add or update a child row: a foreign key constraint fails You are missing (or have wrong) key constraints. One quick and dirty possibility would be to turn off the key constraint check during update. Better ask your database administrator, how to solve this issue. -- Florian

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Re: [otrs] Tickets number of digits
by LQ Marshall 05 Oct '19

05 Oct '19

I believe that you can change the ticket format. The setting is in the admin section somewhere. (There was a thread a long while back on the subject.) The format you're mentioning i do not believe will work. The format includes more than what you reference.L.Q. MarshallOne's strength is only determined when the challenge seems overwhelming.<div> </div><div> </div><div>-------- Original message --------</div><div>From: Alexis HAUSER <alexis.hauser(a)imt-atlantique.fr> </div><div>Date: 10/3/19 11:00 (GMT-05:00) </div><div>To: otrs <otrs(a)lists.otrs.org> </div><div>Subject: [otrs] Tickets number of digits </div><div> </div> Hi, Is there a way to change the number of digits used in the ticket numbers ? For example, transform Ticket# 20190411 40000 031 into date + 3 digits for ticket number : Ticket#20190411031 Regards --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

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Tickets number of digits
by Alexis HAUSER 03 Oct '19

03 Oct '19

Hi, Is there a way to change the number of digits used in the ticket numbers ? For example, transform Ticket# 20190411 40000 031 into date + 3 digits for ticket number : Ticket#20190411031 Regards

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Fill OTRS-Adressbook from Nextcloud contacts?
by Mathias Waack 01 Oct '19

01 Oct '19

1 0

OTRS 6 Calendar
by Nick Bright 20 Sep '19

20 Sep '19

Is there a plugin or mechanism available to be able to view (read only is fine) Calendars in an external application? Specifically in the native calendar app on an Android phone? Is there a way to link calendars to specific Agents or Queues? -- ----------------------------------------------- - 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 - -----------------------------------------------

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Troubleshooting DBUpdate-to-6.pl errors - FK issue
by Nick Bright 20 Sep '19

20 Sep '19

Greetings, I'm working on upgrading to v6, and in the process I'm getting an error on Step 31/44 in DBUpdate-to-6.pl, clearly caused by some error in the database. I'm trying to find that error to correct it, but the error message isn't giving me enough information to do so. Does anybody have any suggestions on how to find the offending data? Once I find it, then I can figure out what to do to correct it. Step 31 of 44: Post changes on article related tables ... - Reseting auto-incremental if needed for article table. - Performing needed actions on article_data_mime table. - Performing needed actions on article_data_mime_plain table. - Performing needed actions on article_data_mime_attachment table. - Re-create foreign keys pointing to the old article table. [Thu Sep 19 13:31:20 2019] DBUpdate-to-6.pl: DBD::mysql::db do failed: Cannot add or update a child row: a foreign key constraint fails (`otrs`.`#sql-5e0_29`, CONSTRAINT `FK_ticket_history_article_id_id` FOREIGN KEY (`article_id`) REFERENCES `article` (`id`)) at /opt/otrs/Kernel/System/DB.pm line 470. ERROR: OTRS-otrs.Console.pl-Dev::Code::CPANAudit-10 Perl: 5.16.3 OS: linux Time: Thu Sep 19 13:31:20 2019 Message: Cannot add or update a child row: a foreign key constraint fails (`otrs`.`#sql-5e0_29`, CONSTRAINT `FK_ticket_history_article_id_id` FOREIGN KEY (`article_id`) REFERENCES `article` (`id`)), SQL: 'EXECUTE FKStatement' Traceback (5899): Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBString Line: 394 Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBArray Line: 342 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::_RecreateForeignKeysPointingToArticleTable Line: 419 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::Run Line: 67 Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157 Module: scripts::DBUpdateTo6::Run Line: 69 Module: scripts/DBUpdate-to-6.pl Line: 87 ERROR: OTRS-otrs.Console.pl-Dev::Code::CPANAudit-10 Perl: 5.16.3 OS: linux Time: Thu Sep 19 13:31:20 2019 Message: Error during execution of 'EXECUTE FKStatement'! Traceback (5899): Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBString Line: 397 Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBArray Line: 342 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::_RecreateForeignKeysPointingToArticleTable Line: 419 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::Run Line: 67 Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157 Module: scripts::DBUpdateTo6::Run Line: 69 Module: scripts/DBUpdate-to-6.pl Line: 87 -- ----------------------------------------------- - 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 - -----------------------------------------------

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OTRS 6 LDAP Auth
by Nick Bright 21 Aug '19

21 Aug '19

Greetings, I'm setting up an OTRS 6 installation on CentOS 7, with the latest version of OTRS (installed today). OS is fully updated. Following the documentation at https://doc.otrs.com/doc/manual/admin/6.0/en/html/external-backends.html#ag… I was able to configure OTRS to authenticate and successfully log in on the primary domain that I want to use (Windows AD back ends). I added a second domain by adding "1" to the end of the AuthModule and AuthSyncModule clauses, but I'm getting an error when trying to log in with a user on that domain stating "Authentication succeeded, but no user data record is found in the database." In /var/log/messages the error is OTRS-CGI-99[14435]: [Error][Kernel::System::User::UserLookup][Line:969]: No UserID found for 'username'! I suspect (hope) there's just some silly configuration error I'm not seeing. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '10.0.0.2'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=DOMAIN01,DC=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'otrs(a)DOMAIN01.local'; $Self->{'AuthModule::LDAP::SearchUserPw'} ='PASSWORD'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'AuthModule::Radius::Die'} = 1; $Self->{'AuthModule::LDAP::Params'} = {port => 389, timeout => 120, async => 0, version => 3,}; $Self->{'AuthModule::UseSyncBackend'} = 'AuthSyncBackend'; $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://10.0.0.2/'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'DC=DOMAIN01,DC=local'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'otrsauth(a)DOMAIN01.local'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'PASSWORD'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail',}; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = ['users',]; # ---- SECONDARY SERVER $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = '192.168.0.2'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'DC=DOMAIN02,DC=local'; $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'otrs(a)DOMAIN02.local'; $Self->{'AuthModule::LDAP::SearchUserPw1'} ='PASSWORD'; $Self->{'AuthModule::LDAP::AlwaysFilter1'} = ''; $Self->{'AuthModule::LDAP::Params1'} = {port => 389, timeout => 120, async => 0, version => 3,}; $Self->{'AuthModule::UseSyncBackend1'} = 'AuthSyncBackend'; $Self->{'AuthSyncModule1'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host1'} = 'ldap://192.168.0.2/'; $Self->{'AuthSyncModule::LDAP::BaseDN1'} = 'DC=DOMAIN02,DC=local'; $Self->{'AuthSyncModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN1'} = 'otrsauth(a)DOMAIN02.local'; $Self->{'AuthSyncModule::LDAP::SearchUserPw1'} = 'PASSWORD'; $Self->{'AuthSyncModule::LDAP::UserSyncMap1'} = {UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail',}; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups1'} = ['users',]; -- ----------------------------------------------- - 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 - -----------------------------------------------

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