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Agent Role Assignment
by Sharad Mishra 03 Feb '15

03 Feb '15

What happens when if an agent "A” is mapped to a role "R” as well as to a group “G”? What set of permissions will be applicable for A? Role -> Group or Agent -> Group? Sharad Mishra sharad.mshr(a)gmail.com

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LDAP, Agent authentication and Customer user backend. Almost running
by Cosme Corrêa 02 Feb '15

02 Feb '15

Hi, OTRS is an amazing tool and need a good administrator. :-) I would like some help with LDAP integration. The documentation was not enough for me. :-( I am testing OTRS and LDAP: 1. Agent integration at dc=xx,dc=yyy,dc=yyy,dc=bb * Apparently ok 2. Customer base at dc=clientes 1. It is not working. I can not see a customer 2. Old customers are gone 3. *error.log from Apache and otrs.log ask for Customerkey.* * *It is in Config.pm. I do not understand this situation * 4. There are not access to dc=clientes in ldap.log. * OTRS is asking nothing to LDAP. I am asking for help after some days without success. Is there some test helpful for this problem? Do you understand item 3? TIA *LDAP customer data* [root@machine Kernel]# ldapsearch -x -b "dc=clientes" 'uid=234.000061.00' # extended LDIF # # LDAPv3 # base <dc=clientes> with scope subtree # filter: uid=234.000061.00 # requesting: ALL # # 234.000061.00, clientes dn: uid=234.000061.00,dc=clientes brPersonCPF: xxxxxxxxxxx schacDateOfBirth: 30201956 eduPersonPrimaryAffiliation: JOHN DOE FATHER street: AV XXXXX XXXXXXX 120 l: XXXXX postalCode: XXXXXXXX uid: 234.000061.00 objectClass: inetOrgPerson objectClass: brPerson objectClass: schacPersonalCharacteristics objectClass: eduPerson mail: XXXXXX@XXXXX initials: DOE sn: SON cn: JOHN # search result search: 2 result: 0 Success # numResponses: 2 # numEntries: 1 *Apache error.log* ERROR: OTRS-CGI-55 Perl: 5.16.3 OS: linux Time: Mon Feb 2 02:33:42 2015 * Message: Need CustomerUser->CustomerKey in Kernel/Config.pm* RemoteAddress: 98.235.88.38 RequestURI: /otrs/index.pl?Action=AdminCustomerUser;Nav=Agent Traceback (12941): Module: Kernel::System::CustomerUser::LDAP::new Line: 110 Module: Kernel::System::CustomerUser::new Line: 80 Module: Kernel::Modules::AdminCustomerUser::new Line: 39 Module: Kernel::System::Web::InterfaceAgent::Run Line: 970 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41 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 *OTRS.LOG* [Mon Feb 2 04:00:56 2015][Error][Kernel::System::CustomerUser::LDAP::new][110] *Need CustomerUser->CustomerKe**y in Kernel/Config.pm* *Config.pm**:* # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2014 OTRS AG, http://otrs.com/ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # Note: # # -->> Most OTRS configuration should be done via the OTRS web interface # and the SysConfig. Only for some configuration, such as database # credentials and customer data source changes, you should edit this # file. For changes do customer data sources you can copy the definitions # from Kernel/Config/Defaults.pm and paste them in this file. # Config.pm will not be overwritten when updating OTRS. # -- package Kernel::Config; #use strict; use warnings; use utf8; sub Load { my $Self = shift; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # The database host $Self->{'DatabaseHost'} = '127.0.0.1'; # The database name $Self->{'Database'} = "otrs"; # The database user $Self->{'DatabaseUser'} = "otrs"; # The password of database user. You also can use bin/otrs.CryptPassword.pl # for crypted passwords $Self->{'DatabasePw'} = '********'; # The database DSN for MySQL ==> more: "perldoc DBD::mysql" $Self->{'DatabaseDSN'} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost}"; # The database DSN for PostgreSQL ==> more: "perldoc DBD::Pg" # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a TCP/IP connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # The database DSN for Microsoft SQL Server - only supported if OTRS is # installed on Windows as well # $Self->{DatabaseDSN} = "DBI:ODBC:driver={SQL Server};Database=$Self->{Database};Server=$Self->{DatabaseHost},1433"; # The database DSN for Oracle ==> more: "perldoc DBD::oracle" # $Self->{DatabaseDSN} = "DBI:Oracle://$Self->{DatabaseHost}:1521/$Self->{Database}"; # # $ENV{ORACLE_HOME} = '/path/to/your/oracle'; # $ENV{NLS_DATE_FORMAT} = 'YYYY-MM-DD HH24:MI:SS'; # $ENV{NLS_LANG} = 'AMERICAN_AMERICA.AL32UTF8'; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{LogModule} = 'Kernel::System::Log::File'; $Self->{LogModule::LogFile} = '/var/log/otrs.log'; $Self->{Organization} = '*********'; $Self->{ProductName} = '***********'; $Self->{DefaultLanguage} = 'pt_BR'; $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = '127.0.0.1'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'dc=aa,dc=bbbbb,dc=ccc,dc=dd'; $Self->{'AuthModule::LDAP::UID1'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=atendentes,ou=Group,dc=aa,dc=bbbbb,dc=ccc,dc=dd'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # $Self->{'AuthModule::UseSyncBackend'} = 'AuthSyncBackend'; $Self->{AuthSyncModule} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = '127.0.0.1'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=aa,dc=bbbbb,dc=ccc,dc=dd'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', # UserMobile => 'mobile', }; # Attributes needed for group syncs # (attribute name for group value key) $Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'memberUid'; # (attribute for type of group content UID/DN for full ldap name) $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN'; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; # AuthSyncModule::LDAP::UserSyncGroupsDefinition # (If "LDAP" was selected for AuthModule and you want to sync LDAP # groups to otrs groups, define the following.) $Self->{'AuthSyncModule::LDAP::UserSyncGroupsDefinition'} = { # # ldap group 'cn=NetAdmins,ou=Group,dc=aa,dc=bbbbb,dc=ccc,dc=dd' => { # # otrs group 'admin' => { # # permission rw => 1, ro => 1, }, }, 'cn=users,ou=Group,dc=aa,dc=bbbbb,dc=ccc,dc=dd' => { 'users' => { rw => 1, ro => 1, }, } }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '127.0.0.1', BaseDN => 'dc=clientes', SSCOPE => 'sub', }, }, # customer unique id * CustomerKey => 'uid',* # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'initials', 'sn'], # # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # # add a ldap filter for valid users (expert setting) # # CustomerUserValidFilter => '(!(description=gesperrt))', # # admin can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any ldap queries # CacheTTL => 0, Map => [ # # note: Login, Email and CustomerID needed! # # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], # ---------------------------------------------------- # # ---------------------------------------------------- # # # # end of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use base qw(Kernel::Config::Defaults); # -----------------------------------------------------# 1; -- Cosme Corrêa Canal SAC +55 21 4042-6606

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Article Storage Type
by Ml Ml 02 Feb '15

02 Feb '15

Hello, we startet with otrs and Article attachments are stored in the DB until now. Of course the db is growing and growing we have about 10GB of DB and a backup takes ages ... Can i now switch to FS based storage and keep the articles until now in the DB? I have already tried to run the migration script from DB to FS. This fails with a few articles. Can i just skipp those and carry on? So at the end the failed articles will remain in the DB and the rest will be FS? Thanks a lot, mario

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Fwd: OTRS Appliance by pascom.net
by Frederico Lara 30 Jan '15

30 Jan '15

Hello. I have installed as OTRS Appliance. And I intend to upgrade to version 4 of OTRS. However to make these updates at the appliance always a mistake and have to restore the previous version. In our e-mail group of OTRS of users in Brazil, this error and known to all however no one could solve. I wonder if this error is known of you? And if you have any solution?

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Web Services Documentation
by Mellini Giovanni 29 Jan '15

29 Jan '15

Hi list, I ask if someone can point me to a link containing information about WebServices available in OTRS4. I saw in a script that we use to open tickets via cron job that the format url is the following # <HTTP_TYPE>:://<OTRS_FQDN>/nph-genericinterface.pl/Webservice/<WEB_SERVICE_NAME> # or # <HTTP_TYPE>:://<OTRS_FQDN>/nph-genericinterface.pl/WebserviceID/<WEB_SERVICE_ID> How I can get the full list of available WS with a detailed description? Tks in advance, Giovanni -- Giovanni Mellini Funzione Security ENAV S.p.A. Via Salaria 716 - 00138 Roma - Italia Cell. +39 366 9254829 Uff. +39 06 8166 4203 giovanni.mellini(a)enav.it<mailto:giovanni.mellini@enav.it> www.enav.it<http://www.enav.it> ------------------------------- Message for the recipient only, if received in error, please notify the sender and read www.enav.it/disclaimer

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KIX4OTRS-features
by Anna Brakoniecka 29 Jan '15

29 Jan '15

Hi Josu, some KIX4OTRS-features are: * quick tickets (ticket templates) and import/Export of ticket templates, displaying of ticket templates can be limited to relevant agent groups * re-use of article attachments within a ticket while ticket processing (e-mail-answers or notes) * download of all attachments of a ticket as a zip-file * deleting of all or selected attachments from a ticket view * displaying of single Config Items can be limited to relevant agent groups * CMDB search can be provided through ALL CI-classes (individual setting whether the search should be provided within common attributes or all attributes) * saving and loading of CI graph (for example with personal alignment) * search templates drop down in the toolbar includes now all search templates of a service agent (for tickets, CMDB and FAQ) * automatic subscription to search templates from a chosen search template category (individual setting) * new sidebar “contact information” instead of customer information (individual setting: an agent can chose which contacts should be displayed: contact data from the chosen ticket article or linked persons) * new sidebar “Dynamic Fields”, which provides editable information about Dynamic Fields (central configuration of the set of displayed Dynamic Fields needed, personal setting: selection of individually displayed Dynamic Fields from the configured set of DF) * displaying of detail information for owner and responsible (by use of the loop symbol) * complex filter possibilities in the sidebar “linked objects” * the columns in the table “linked objects” can be set individually * the order of tables in the tab “linked objects” can be changed individually via drag & drop * displaying of personal article flags (for example ToDo) in the ticket lists * filter possibilities based on the personal marks / flags as for example ToDo or Important * displaying of the personal article marks / flags in the article details * interactive CI graph for clear overview and quick link of further CIs and for easy navigation within the IT or technical landscape * individually configurable column attributes within inventory lists in the CMDB * individually configurable column attributes in the ticket list area in the dashboard * hierarchical text modules for the clear sorting of single text modules within defined categories * „Save as Draft“ for temporary storage of e-mail answers and notes as draft * search templates pool for easy management of search templates for team leader and agents * use of ticket templates within PostMaster-Filters for pre-classification of automatic e-mails from monitoring systems, etc. or direct assignment of automatic e-mails to check lists * Dynamic Fields (DropDown, List, AutoComplete) based on object-references of the customer-, agent- and company data including automatic link between person and a ticket * extended customer information board for showing the assigned CIs of the customer (user) * extended customer information board for showing detailed customer user view as in the ticket view * mapping of Dynamic Fields with actions directly in the configuration of Dynamic Fields (allows choice of ticket actions directly in the DF configuration, allows setting DF as optional or obligatory) * colour-coded marking of linked tickets due to ticket state * colour-coded marking of tickets in the dashboard lists die to ticket state * new tab for showing pictures / photos of a configuration item (CI) in the CI detailed view * quick link in the CI detailed view and in the change management * recognition and processing of external reference numbers from external systems * copying of customer users and agents in the administration area * quick link for objects with use of autocomplete functionality in the ticket tab "Linked objects" * search templates in the dashboard area and as virtual queues * individual marking of an article as for example ToDo and displaying of the marked articles as dashboard plug-in * dynamic KIX-sidebar * autocomplete function during ticket merging and ticket searching * displaying or masking out of Dynamic Fields in accordance to workflow step due to the set ticket state or ticket type * Switch-Button for quick switching between agent- and customer-frontend (without any additional login) * comparing of CI version within CI detailed view * ticket tab "ticket core data" and "attachments" * assigned CIs while ticket processing and ticket creating * article-related function button "article copy / move / delete" in the ticket view, single functions can be masked out in accordance to the permission conception * article-related function button "edit article" in the ticket view, function can be masked out in accordance to the permission conception * ticket-related button "merge customer tickets" which displays all open tickets of a customer and allows to merge the marked one with each other * ticket-related button "empty mail" in the ticket view for sending an empty mail (independently from the answer templates) * escalation view in the queue view As you can see, there are a lot of new features in KIX4OTRS. Some of them have the same functions as OTRS-AG-AddOns, some of them are included in the OTRS Business Solution. KIX4OTRS features come from projects we make, from community suggestions and our ideas. Next to KIX4OTRS, which is the biggest OTRS module ever, we also deliver further OTRS modules like import-export-extensions or DynamicFieldRemoteDB which enables displaying, updating and storing data from external databases in OTRS for free or ITSM-CI-AttributeCollection: http://www.cape-it.de/en/download/free-additional-otrs-modules.html If you wish to be up to date with the release notes, please subscribe to our newsletter or follow us in social media. Kind regards, Anna ** Maintenance: Integration, flexibility, security, functionality for OTRS ** ** http://www.cape-it.de/en/products/otrs-maintained-modules.html ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ <http://www.cape-it.de/> Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- Von:otrs-request@otrs.org Gesendet:Mi 21.01.2015 12:56 Betreff:otrs Digest, Vol 76, Issue 17 An:otrs@otrs.org; Send otrs mailing list submissions to otrs(a)otrs.org Message: 1 Date: Tue, 20 Jan 2015 15:18:18 +0100 From: Josu Lazkano <jlazkano(a)grupok35.com> Subject: Re: [otrs] KIX4OTRS To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAD=us4kBWfZvaDscaOjtqOavJvkbXo=Goavvv7BBaX5YU_YB2A(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Thanks Anna, I will wait for it. Could you explain which features has KIX4OTRS? I need to migrate a OTRS server with ITSM and KIX modules. But I don't know why we use KIX in the OTRS. Regards. 2015-01-16 11:02 GMT+01:00 Anna Brakoniecka <anna.brakoniecka(a)cape-it.de>: > Hello Josu, > > > > KIX4OTRS 7 for OTRS 4 is planned to be released in March 2015. We have > always a short delay to OTRS versions, because we > > 1) wait until the new version is really stable (including sending > suggestions for bugfixes) > > 2) need time for porting and test, KIX4OTRS includes a lot of additional > functions, so it takes a little time to deliver a proper module. > > > > You can deinstall KIX4OTRS anytime you wish, however, you'll delete all > KIX-tables with it and you lose your KIX-configuration and all KIX-functions > (as text modules, ticket templates, CI graph, CI comparing, etc.). If you > however create a new folder in your OTRs system and shift KIX4OTRS there, > you can upgrade your OTRS system at OTRS 4 and work without KIX4OTRS at > first, and you can update KIX4OTRS later. You won't lose your > KIX-configuration then. > > > > List of the crucial KIX4OTRS functions can be found online: > http://www.cape-it.de/en/products/service-management-system-kix4otrs-eng/fu… > > > > > > Kind regards, > > Anna Brakoniecka > > > > > > ** Support / Update-Service / Maintenance ** > > ** http://www.cape-it.de/support ** > > > Anna Brakoniecka > c.a.p.e. IT GmbH - ...cape it easy > > Sch?nherrstr. 8, D-09113 Chemnitz > > http://www.cape-it.de/ > Tel: +49 371 27095 620 > Fax: +49 371 27095 625 > AG Chemnitz - HRB 23192 > Gesch?ftsf?hrer Rico Barth, Thomas Maier > >

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Problem with scheduled GenerateStats call
by Jan.Dreyer＠bertelsmann.de 21 Jan '15

21 Jan '15

Hi, A stat that creates a ticketlist is called regularly by cron. There are no errors when calling it on command line with bin/otrs.GenerateStats.pl -n 10076 -m "my message“ -r recipient(a)domain.de When called by cron though I’m getting this error: — ERROR: OTRS-otrs.GenerateStats.pl-01 Perl: 5.10.0 OS: linux Time: Mon Jan 12 06:00:04 2015 Message: Invalid Date '2099-12-31 23:59:59'! Traceback (2107): Module: Kernel::System::Time::Date2SystemTime (OTRS 3.3.8) Line: 361 Module: Kernel::System::Time::TimeStamp2SystemTime (OTRS 3.3.8) Line: 215 Module: Kernel::System::User::GetUserData (OTRS 3.3.8) Line: 326 Module: Kernel::System::User::UserName (OTRS 3.3.8) Line: 902 Module: Kernel::System::User::UserList (OTRS 3.3.8) Line: 981 Module: Kernel::System::Stats::Dynamic::TicketList::GetObjectAttributes (OTRS 3.3.8) Line: 89 Module: Kernel::System::Stats::GetStatsObjectAttributes (OTRS 3.3.8) Line: 1373 Module: Kernel::System::Stats::StatsGet (OTRS 3.3.8) Line: 311 Module: bin/otrs.GenerateStats.pl (unknown version) Line: 173 ERROR: OTRS-otrs.GenerateStats.pl-01 Perl: 5.10.0 OS: linux Time: Mon Jan 12 06:00:04 2015 Message: Invalid Date '2099-12-31 23:59:59'! Traceback (2107): Module: Kernel::System::Time::TimeStamp2SystemTime (OTRS 3.3.8) Line: 314 Module: Kernel::System::User::GetUserData (OTRS 3.3.8) Line: 326 Module: Kernel::System::User::UserName (OTRS 3.3.8) Line: 902 Module: Kernel::System::User::UserList (OTRS 3.3.8) Line: 981 Module: Kernel::System::Stats::Dynamic::TicketList::GetObjectAttributes (OTRS 3.3.8) Line: 89 Module: Kernel::System::Stats::GetStatsObjectAttributes (OTRS 3.3.8) Line: 1373 Module: Kernel::System::Stats::StatsGet (OTRS 3.3.8) Line: 311 Module: bin/otrs.GenerateStats.pl (unknown version) Line: 173 Use of uninitialized value $TimeEnd in subtraction (-) at /opt/otrs-3.3.8/Kernel/System/User.pm line 329. Use of uninitialized value $TimeEnd in numeric gt (>) at /opt/otrs-3.3.8/Kernel/System/User.pm line 332. creating data at bin/otrs.GenerateStats.pl line 372. NOTICE: Email sent to recipient(a)domain.de — Anyone here with an idea what’s going wrong? I have no clue where to look, though I’m somewhat experienced in Perl and of course OTRS. Jan Dreyer

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Re: [otrs] KIX4OTRS
by Anna Brakoniecka 20 Jan '15

20 Jan '15

Hello Josu, KIX4OTRS 7 for OTRS 4 is planned to be released in March 2015. We have always a short delay to OTRS versions, because we 1) wait until the new version is really stable (including sending suggestions for bugfixes) 2) need time for porting and test, KIX4OTRS includes a lot of additional functions, so it takes a little time to deliver a proper module. You can deinstall KIX4OTRS anytime you wish, however, you'll delete all KIX-tables with it and you lose your KIX-configuration and all KIX-functions (as text modules, ticket templates, CI graph, CI comparing, etc.). If you however create a new folder in your OTRs system and shift KIX4OTRS there, you can upgrade your OTRS system at OTRS 4 and work without KIX4OTRS at first, and you can update KIX4OTRS later. You won't lose your KIX-configuration then. List of the crucial KIX4OTRS functions can be found online: http://www.cape-it.de/en/products/service-management-system-kix4otrs-eng/fu… Kind regards, Anna Brakoniecka ** Support / Update-Service / Maintenance ** ** http://www.cape-it.de/support ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ <http://www.cape-it.de/> Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- Von:otrs-request@otrs.org Gesendet:Do 15.01.2015 11:05 Betreff:otrs Digest, Vol 76, Issue 15 An:otrs@otrs.org; Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. KIX4OTRS (Josu Lazkano) 2. Re: KIX4OTRS (L?ffler Thomas J.) 3. Problem with scheduled GenerateStats call (Jan.Dreyer(a)bertelsmann.de) ---------------------------------------------------------------------- Message: 1 Date: Thu, 15 Jan 2015 10:25:33 +0100 From: Josu Lazkano <jlazkano(a)grupok35.com> Subject: [otrs] KIX4OTRS To: otrs(a)otrs.org Message-ID: <CAD=us4n25xP6=50kNE2wuNG8QATb9PRO3jJfvptioSL7=yBCRA(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Hello all, This is my first post in this list. I need to upgrade an old version of OTRS, the problem is that we have KIX4OTRS plugin installed, and I can not upgrade to latest OTRS because KIX dependencies. What is for the KIX4OTRS plugin? Is there other similiar plugin to make the same function? Regards. -- Josu Lazkano ------------------------------ Message: 2 Date: Thu, 15 Jan 2015 09:36:44 +0000 From: L?ffler Thomas J. <tjl(a)erdw.ethz.ch> Subject: Re: [otrs] KIX4OTRS To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <ACC110358E04E840BA49CF0EE24CD5F026F0DAB4(a)MBX114.d.ethz.ch> Content-Type: text/plain; charset="iso-8859-1" Hi Josu, Have a look here http://www.cape-it.de/en/service-management-system-kix4otrs-eng.html. Regards -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Josu Lazkano Sent: Donnerstag, 15. Januar 2015 10:26 To: otrs(a)otrs.org Subject: [otrs] KIX4OTRS Hello all, This is my first post in this list. I need to upgrade an old version of OTRS, the problem is that we have KIX4OTRS plugin installed, and I can not upgrade to latest OTRS because KIX dependencies. What is for the KIX4OTRS plugin? Is there other similiar plugin to make the same function? Regards. -- Josu Lazkano --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------------------------------ Message: 3 Date: Thu, 15 Jan 2015 10:02:56 +0000 From: <Jan.Dreyer(a)bertelsmann.de> Subject: [otrs] Problem with scheduled GenerateStats call To: <otrs(a)otrs.org> Message-ID: <76193651-5E60-4A0A-95F3-11B15C72E36D(a)bertelsmann.de> Content-Type: text/plain; charset="utf-8" Hi, A stat that creates a ticketlist is called regularly by cron. There are no errors when calling it on command line with bin/otrs.GenerateStats.pl -n 10076 -m "my message? -r recipient(a)domain.de When called by cron though I?m getting this error: ? ERROR: OTRS-otrs.GenerateStats.pl-01 Perl: 5.10.0 OS: linux Time: Mon Jan 12 06:00:04 2015 Message: Invalid Date '2099-12-31 23:59:59'! Traceback (2107): Module: Kernel::System::Time::Date2SystemTime (OTRS 3.3.8) Line: 361 Module: Kernel::System::Time::TimeStamp2SystemTime (OTRS 3.3.8) Line: 215 Module: Kernel::System::User::GetUserData (OTRS 3.3.8) Line: 326 Module: Kernel::System::User::UserName (OTRS 3.3.8) Line: 902 Module: Kernel::System::User::UserList (OTRS 3.3.8) Line: 981 Module: Kernel::System::Stats::Dynamic::TicketList::GetObjectAttributes (OTRS 3.3.8) Line: 89 Module: Kernel::System::Stats::GetStatsObjectAttributes (OTRS 3.3.8) Line: 1373 Module: Kernel::System::Stats::StatsGet (OTRS 3.3.8) Line: 311 Module: bin/otrs.GenerateStats.pl (unknown version) Line: 173 ERROR: OTRS-otrs.GenerateStats.pl-01 Perl: 5.10.0 OS: linux Time: Mon Jan 12 06:00:04 2015 Message: Invalid Date '2099-12-31 23:59:59'! Traceback (2107): Module: Kernel::System::Time::TimeStamp2SystemTime (OTRS 3.3.8) Line: 314 Module: Kernel::System::User::GetUserData (OTRS 3.3.8) Line: 326 Module: Kernel::System::User::UserName (OTRS 3.3.8) Line: 902 Module: Kernel::System::User::UserList (OTRS 3.3.8) Line: 981 Module: Kernel::System::Stats::Dynamic::TicketList::GetObjectAttributes (OTRS 3.3.8) Line: 89 Module: Kernel::System::Stats::GetStatsObjectAttributes (OTRS 3.3.8) Line: 1373 Module: Kernel::System::Stats::StatsGet (OTRS 3.3.8) Line: 311 Module: bin/otrs.GenerateStats.pl (unknown version) Line: 173 Use of uninitialized value $TimeEnd in subtraction (-) at /opt/otrs-3.3.8/Kernel/System/User.pm line 329. Use of uninitialized value $TimeEnd in numeric gt (>) at /opt/otrs-3.3.8/Kernel/System/User.pm line 332. creating data at bin/otrs.GenerateStats.pl line 372. NOTICE: Email sent to recipient(a)domain.de ? Anyone here with an idea what?s going wrong? I have no clue where to look, though I?m somewhat experienced in Perl and of course OTRS. Jan Dreyer -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20150115/a5bb0d49/attachme…> ------------------------------ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 76, Issue 15 ************************************

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KIX4OTRS
by Josu Lazkano 15 Jan '15

15 Jan '15

Hello all, This is my first post in this list. I need to upgrade an old version of OTRS, the problem is that we have KIX4OTRS plugin installed, and I can not upgrade to latest OTRS because KIX dependencies. What is for the KIX4OTRS plugin? Is there other similiar plugin to make the same function? Regards. -- Josu Lazkano

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Pending reminder state behavior on OTRS 3.3
by Mellini Giovanni 12 Jan '15

12 Jan '15

Hi list, I need some clarification about the "pending reminder" behavior in OTRS 3.3 I need to understand when a ticket that is in a "pending reminder" state can exit from this state. I tried to find some hint on the online documentation at https://otrs.github.io/doc/manual/admin/3.3/en/html/index.html but found nothing. If a ticket is in a pending reminder state (expired or not) when someone sends an email (email-external input) the ticket goes to open state, and that's fine to me. But, if I want to change the state of the ticket as agent I cannot move it to an open state (or a different one). Nor internal-note or external-note added can change the ticket state. Is this the right behavior? How can I move from pending-reminder to open state without external input? Tks for your help, Giovanni -- Giovanni Mellini Funzione Security ENAV S.p.A. Via Salaria 716 - 00138 Roma - Italia Cell. +39 366 9254829 Uff. +39 06 8166 4203 giovanni.mellini(a)enav.it<mailto:giovanni.mellini@enav.it> www.enav.it<http://www.enav.it> ------------------------------- Message for the recipient only, if received in error, please notify the sender and read www.enav.it/disclaimer

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