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Can not open S/MIME encrypted E-Mails
by Matthias.Terlinde＠t-systems.com 10 Jul '19

10 Jul '19

Hey Kevin, I think we had this problem once, because we had an ACL issue. Make sure the otrs user and the www-data group have read access to it. Sometimes, _too many_ privileges can produce issues as well. Have you updated to 6.0.19 just recently and maybe copied the certificates with the root user? The otrs.SetPermissions.pl script sometimes misses not standard folder or I copied the certificates after that. Hope that helps. Kind regards, Matthias T-SYSTEMS INTERNATIONAL GMBH Telekom Security Matthias Terlinde Cyber Defense Operations Bonner Talweg 100 53113 Bonn +49 228 181-73771 (fixed) +49 160 3003113 (mobile) E-Mail: matthias.terlinde(a)t-systems.com Internet: www.t-systems.com Let's power higher performance Die gesetzlichen Pflichtangaben finden Sie unter: www.t-systems.com/pflichtangaben GROSSE VERÄNDERUNGEN FANGEN KLEIN AN - RESSOURCEN SCHONEN UND NICHT JEDE E-MAIL DRUCKEN. > Message: 4 > Date: Mon, 8 Jul 2019 14:13:08 +0200 > From: Kevin Dehmlow <kevind(a)uni-bremen.de> > To: otrs(a)lists.otrs.org > Subject: [otrs] Can not open S/MIME encrypted E-Mails > Message-ID: <9860aa20-52bd-0338-410f-699af493ad8b(a)uni-bremen.de> > Content-Type: text/plain; charset=utf-8; format=flowed > > Hi, > > we are using OTRS 6.0.19 on Ubuntu 18.04. > > We have currently the problem with S/MIME encrypted Mails. When an > encrypted E-Mail is sent to our OTRS, we can not open the ticket and the > correspondend Queue. > That means when we try to open the new ticket, the browser loads the site > till timeout. Also the server load gets up 10 times than on idle. > > Sending or receiving signed Mails works fine. > > I've tried a complete new installation with the default configuration. > On the Testinstallation receiving and decrypting S/MIME encrypted E-Mails is > working without problems. So the certificates seems to be ok (we do not use > self signed certificates). > > This is what I get from the apache2 log, when I try to open the Queue with > the ticket. > > > # /var/log/apache2/error.log > > [Mon Jul? 8 13:18:46 2019] -e: Deep recursion on subroutine > > "Kernel::System::EventHandler::EventHandler" at > > /opt/otrs/Kernel/System/Ticket/Article/Backend/MIMEBase.pm line 999. > > [Mon Jul? 8 13:18:46 2019] -e: Deep recursion on subroutine > > "Kernel::System::Ticket::Event::NotificationEvent::Run" at > > /opt/otrs/Kernel/System/EventHandler.pm line 223. > > [Mon Jul? 8 13:18:46 2019] -e: Deep recursion on subroutine > > "Kernel::System::TemplateGenerator::NotificationEvent" at > > /opt/otrs/Kernel/System/Ticket/Event/NotificationEvent.pm line 200. > > [Mon Jul? 8 13:18:46 2019] -e: Deep recursion on subroutine > > "Kernel::Output::HTML::Layout::Article::ArticleFields" at > > /opt/otrs/Kernel/System/TemplateGenerator.pm line 1001. > > [Mon Jul? 8 13:18:46 2019] -e: Deep recursion on subroutine > > "Kernel::Output::HTML::Article::MIMEBase::ArticleFields" at > > /opt/otrs/Kernel/Output/HTML/Layout/Article.pm line 66. > > [Mon Jul? 8 13:18:46 2019] -e: Deep recursion on subroutine > > "Kernel::Output::HTML::ArticleCheck::SMIME::Check" at > > /opt/otrs/Kernel/Output/HTML/Article/MIMEBase.pm line 140. > > [Mon Jul? 8 13:18:46 2019] -e: Deep recursion on subroutine > > "Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate" at > > /opt/otrs/Kernel/Output/HTML/ArticleCheck/SMIME.pm line 302. > > [Mon Jul? 8 13:20:08 2019] -e: Use of uninitialized value in > > concatenation (.) or string at > > /opt/otrs/Kernel/Modules/AgentTicketQueue.pm line 190. > > [Mon Jul? 8 13:20:42 2019] -e: Deep recursion on subroutine > > "Kernel::System::EventHandler::EventHandler" at > > /opt/otrs/Kernel/System/Ticket/Article/Backend/MIMEBase.pm line 999. > > [Mon Jul? 8 13:20:42 2019] -e: Deep recursion on subroutine > > "Kernel::System::Ticket::Event::NotificationEvent::Run" at > > /opt/otrs/Kernel/System/EventHandler.pm line 223. > > [Mon Jul? 8 13:20:42 2019] -e: Deep recursion on subroutine > > "Kernel::System::TemplateGenerator::NotificationEvent" at > > /opt/otrs/Kernel/System/Ticket/Event/NotificationEvent.pm line 200. > > [Mon Jul? 8 13:20:42 2019] -e: Deep recursion on subroutine > > "Kernel::Output::HTML::Layout::Article::ArticleFields" at > > /opt/otrs/Kernel/System/TemplateGenerator.pm line 1001. > > [Mon Jul? 8 13:20:42 2019] -e: Deep recursion on subroutine > > "Kernel::Output::HTML::Article::MIMEBase::ArticleFields" at > > /opt/otrs/Kernel/Output/HTML/Layout/Article.pm line 66. > > [Mon Jul? 8 13:20:42 2019] -e: Deep recursion on subroutine > > "Kernel::Output::HTML::ArticleCheck::SMIME::Check" at > > /opt/otrs/Kernel/Output/HTML/Article/MIMEBase.pm line 140. > > [Mon Jul? 8 13:20:42 2019] -e: Deep recursion on subroutine > > "Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate" at > > /opt/otrs/Kernel/Output/HTML/ArticleCheck/SMIME.pm line 302. > > The logs from otrs are in this case not very helpful. > > This what I get from the apache2 log, when I delete the ticket with a > GenericAgent-Job. > > # /var/log/apache2/error.log > > Mon Jul? 8 13:36:44 2019] -e: DBD::mysql::db do failed: Cannot add or > > update a child row: a foreign key constraint fails > > (`otrs`.`article_data_mime_attachment`, CONSTRAINT > > `FK_article_data_mime_attachment_article_id_id` FOREIGN KEY > > (`article_id`) REFERENCES `article` (`id`)) at > > /opt/otrs/Kernel/System/DB.pm line 469. > > ERROR: OTRS-CGI-10 Perl: 5.26.1 OS: linux Time: Mon Jul 8 13:36:44 > > 2019 > > > > ?Message: Cannot add or update a child row: a foreign key constraint > > fails (`otrs`.`article_data_mime_attachment`, CONSTRAINT > > `FK_article_data_mime_attachment_article_id_id` FOREIGN KEY > > (`article_id`) REFERENCES `article` (`id`)), SQL: ' > > ??????????? INSERT INTO article_data_mime_attachment (article_id, > > filename, content_type, content_size, ??????????????? content, > > content_id, content_alternative, disposition, create_time, create_by, > > ??????????????? change_time, change_by) ??????????? VALUES (?, ?, ?, > > ?, ?, ?, ?, ?, '2019-07-08 13:36:44', ?, > > '2019-07-08 13:36:44', ?)' > > > > ?RemoteAddress: x.x.x.x > > ?RequestURI: /otrs/index.pl?Action=AgentTicketZoom;TicketID=43048 > > > > ?Traceback (806): > > ?? Module: > > Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleStorageDB:: > > ArticleWriteAttachment > > Line: 262 > > ?? Module: > > Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleWriteAttach > > ment > > Line: 1135 > > ?? Module: Kernel::Output::HTML::ArticleCheck::SMIME::Check Line: 318 > > ?? Module: Kernel::Output::HTML::Article::MIMEBase::ArticleFields > > Line: 140 > > ?? Module: Kernel::Output::HTML::Layout::Article::ArticleFields Line: > > 66 ?? Module: Kernel::System::TemplateGenerator::NotificationEvent > > Line: 1001 ?? Module: > > Kernel::System::Ticket::Event::NotificationEvent::Run Line: 200 ?? > > Module: Kernel::System::EventHandler::EventHandler Line: 223 ?? Module: > > Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate > > Line: 999 > > ?? Module: Kernel::Output::HTML::ArticleCheck::SMIME::Check Line: 302 > > ?? Module: Kernel::Output::HTML::Article::MIMEBase::ArticleFields > > Line: 140 > > ?? Module: Kernel::Output::HTML::Layout::Article::ArticleFields Line: > > 66 ?? Module: Kernel::System::TemplateGenerator::NotificationEvent > > Line: 1001 ?? Module: > > Kernel::System::Ticket::Event::NotificationEvent::Run Line: 200 ?? > > Module: Kernel::System::EventHandler::EventHandler Line: 223 ?? Module: > > Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate > > Line: 999 > > ?? Module: Kernel::Output::HTML::ArticleCheck::SMIME::Check Line: 302 > > ?? Module: Kernel::Output::HTML::Article::MIMEBase::ArticleFields > > Line: 140 > > ?? Module: Kernel::Output::HTML::Layout::Article::ArticleFields Line: > > 66 ?? Module: Kernel::System::TemplateGenerator::NotificationEvent > > Line: 1001 ?? Module: > > Kernel::System::Ticket::Event::NotificationEvent::Run Line: 200 ?? > > Module: Kernel::System::EventHandler::EventHandler Line: 223 ?? Module: > > Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate > > Line: 999 > > ?? Module: Kernel::Output::HTML::ArticleCheck::SMIME::Check Line: 302 > > ?? Module: Kernel::Output::HTML::Article::MIMEBase::ArticleFields > > Line: 140 > > ?? Module: Kernel::Output::HTML::Layout::Article::ArticleFields Line: > > 66 ?? Module: Kernel::System::TemplateGenerator::NotificationEvent > > Line: 1001 ?? Module: > > Kernel::System::Ticket::Event::NotificationEvent::Run Line: 200 ?? > > Module: Kernel::System::EventHandler::EventHandler Line: 223 ?? Module: > > Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate > > Line: 999 > > Have someone an idea how to fix this? > > Thanks in advance. > > Kind regards > > Kevin D > > > > > ------------------------------ > > Subject: Digest Footer > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > ------------------------------ > > End of otrs Digest, Vol 130, Issue 1 > ************************************

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OTRS Wallboard?
by Nick Bright 09 Jul '19

09 Jul '19

Is there a wallboard module available that would work with OTRS 3.3 to use with a wallboard to show queue status? Preferably something that would use a URL key for authorization, rather than having to enter credentials. Similar to how one might use a PBX wallboard to show call queue status, we'd like to show ticket queue status. 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 - -----------------------------------------------

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Re: [otrs] OTRS Wallboard?
by Matthias.Terlinde＠t-systems.com 09 Jul '19

09 Jul '19

Hey Nick, I agree with William. Get to major release 6 first. We use for this purpose the OTRS dashboard and made some customized statistics and automatic dashboard generation every minute. Since we don't want to bother with logins, we use the BasicAuth module of OTRS and do certificate client authentication at the Apache2 server. Kind regards, Matthias T-SYSTEMS INTERNATIONAL GMBH Telekom Security Matthias Terlinde Cyber Defense Operations Bonner Talweg 100 53113 Bonn +49 228 181-73771 (fixed) +49 160 3003113 (mobile) E-Mail: matthias.terlinde(a)t-systems.com Internet: www.t-systems.com Let's power higher performance Die gesetzlichen Pflichtangaben finden Sie unter: www.t-systems.com/pflichtangaben GROSSE VERÄNDERUNGEN FANGEN KLEIN AN - RESSOURCEN SCHONEN UND NICHT JEDE E-MAIL DRUCKEN. > > Message: 2 > Date: Mon, 8 Jul 2019 11:58:20 -0500 > From: Nick Bright <nick.bright(a)valnet.net> > To: otrs(a)lists.otrs.org > Subject: [otrs] OTRS Wallboard? > Message-ID: <2aa613fb-5126-0836-a12c-647080776162(a)valnet.net> > Content-Type: text/plain; charset=utf-8; format=flowed > > Is there a wallboard module available that would work with OTRS 3.3 to use > with a wallboard to show queue status? Preferably something that would > use a URL key for authorization, rather than having to enter credentials. > > Similar to how one might use a PBX wallboard to show call queue status, we'd > like to show ticket queue status. > > 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 - > ----------------------------------------------- > > > > ------------------------------ > > Message: 3 > Date: Mon, 08 Jul 2019 19:18:52 +0200 > From: "William Edwards" <wedwards(a)cyberfusion.nl> > To: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> > Subject: Re: [otrs] OTRS Wallboard? > Message-ID: <c9223d32dfb173f6e5c9625d238f4ca9(a)cyberfusion.nl> > Content-Type: text/plain; charset=UTF-8 > > > Upgrade OTRS first... > > > > > > Met vriendelijke groet, with kind regards, > William Edwards > Cyberfusion - Hosting voor webbureaus en bedrijfskritische applicaties > > W. https://www.cyberfusion.nl/ > E. wedwards(a)cyberfusion.nl > T. 040 - 711 44 96 > ? > ----- Original Message ----- > From: Nick Bright (nick.bright(a)valnet.net) > Date: 07/08/19 18:59 > To: otrs(a)lists.otrs.org > Subject: [otrs] OTRS Wallboard? > > Is there a wallboard module available that would work with OTRS 3.3 to > use with a wallboard to show queue status? Preferably something that > would use a URL key for authorization, rather than having to enter > credentials. > > Similar to how one might use a PBX wallboard to show call queue status, > we'd like to show ticket queue status. > > 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 - > -----------------------------------------------

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Can not open S/MIME encrypted E-Mails
by Kevin Dehmlow 08 Jul '19

08 Jul '19

Hi, we are using OTRS 6.0.19 on Ubuntu 18.04. We have currently the problem with S/MIME encrypted Mails. When an encrypted E-Mail is sent to our OTRS, we can not open the ticket and the correspondend Queue. That means when we try to open the new ticket, the browser loads the site till timeout. Also the server load gets up 10 times than on idle. Sending or receiving signed Mails works fine. I've tried a complete new installation with the default configuration. On the Testinstallation receiving and decrypting S/MIME encrypted E-Mails is working without problems. So the certificates seems to be ok (we do not use self signed certificates). This is what I get from the apache2 log, when I try to open the Queue with the ticket. > # /var/log/apache2/error.log > [Mon Jul 8 13:18:46 2019] -e: Deep recursion on subroutine > "Kernel::System::EventHandler::EventHandler" at > /opt/otrs/Kernel/System/Ticket/Article/Backend/MIMEBase.pm line 999. > [Mon Jul 8 13:18:46 2019] -e: Deep recursion on subroutine > "Kernel::System::Ticket::Event::NotificationEvent::Run" at > /opt/otrs/Kernel/System/EventHandler.pm line 223. > [Mon Jul 8 13:18:46 2019] -e: Deep recursion on subroutine > "Kernel::System::TemplateGenerator::NotificationEvent" at > /opt/otrs/Kernel/System/Ticket/Event/NotificationEvent.pm line 200. > [Mon Jul 8 13:18:46 2019] -e: Deep recursion on subroutine > "Kernel::Output::HTML::Layout::Article::ArticleFields" at > /opt/otrs/Kernel/System/TemplateGenerator.pm line 1001. > [Mon Jul 8 13:18:46 2019] -e: Deep recursion on subroutine > "Kernel::Output::HTML::Article::MIMEBase::ArticleFields" at > /opt/otrs/Kernel/Output/HTML/Layout/Article.pm line 66. > [Mon Jul 8 13:18:46 2019] -e: Deep recursion on subroutine > "Kernel::Output::HTML::ArticleCheck::SMIME::Check" at > /opt/otrs/Kernel/Output/HTML/Article/MIMEBase.pm line 140. > [Mon Jul 8 13:18:46 2019] -e: Deep recursion on subroutine > "Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate" at > /opt/otrs/Kernel/Output/HTML/ArticleCheck/SMIME.pm line 302. > [Mon Jul 8 13:20:08 2019] -e: Use of uninitialized value in > concatenation (.) or string at > /opt/otrs/Kernel/Modules/AgentTicketQueue.pm line 190. > [Mon Jul 8 13:20:42 2019] -e: Deep recursion on subroutine > "Kernel::System::EventHandler::EventHandler" at > /opt/otrs/Kernel/System/Ticket/Article/Backend/MIMEBase.pm line 999. > [Mon Jul 8 13:20:42 2019] -e: Deep recursion on subroutine > "Kernel::System::Ticket::Event::NotificationEvent::Run" at > /opt/otrs/Kernel/System/EventHandler.pm line 223. > [Mon Jul 8 13:20:42 2019] -e: Deep recursion on subroutine > "Kernel::System::TemplateGenerator::NotificationEvent" at > /opt/otrs/Kernel/System/Ticket/Event/NotificationEvent.pm line 200. > [Mon Jul 8 13:20:42 2019] -e: Deep recursion on subroutine > "Kernel::Output::HTML::Layout::Article::ArticleFields" at > /opt/otrs/Kernel/System/TemplateGenerator.pm line 1001. > [Mon Jul 8 13:20:42 2019] -e: Deep recursion on subroutine > "Kernel::Output::HTML::Article::MIMEBase::ArticleFields" at > /opt/otrs/Kernel/Output/HTML/Layout/Article.pm line 66. > [Mon Jul 8 13:20:42 2019] -e: Deep recursion on subroutine > "Kernel::Output::HTML::ArticleCheck::SMIME::Check" at > /opt/otrs/Kernel/Output/HTML/Article/MIMEBase.pm line 140. > [Mon Jul 8 13:20:42 2019] -e: Deep recursion on subroutine > "Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate" at > /opt/otrs/Kernel/Output/HTML/ArticleCheck/SMIME.pm line 302. The logs from otrs are in this case not very helpful. This what I get from the apache2 log, when I delete the ticket with a GenericAgent-Job. # /var/log/apache2/error.log > Mon Jul 8 13:36:44 2019] -e: DBD::mysql::db do failed: Cannot add or > update a child row: a foreign key constraint fails > (`otrs`.`article_data_mime_attachment`, CONSTRAINT > `FK_article_data_mime_attachment_article_id_id` FOREIGN KEY > (`article_id`) REFERENCES `article` (`id`)) at > /opt/otrs/Kernel/System/DB.pm line 469. > ERROR: OTRS-CGI-10 Perl: 5.26.1 OS: linux Time: Mon Jul 8 13:36:44 2019 > > Message: Cannot add or update a child row: a foreign key constraint > fails (`otrs`.`article_data_mime_attachment`, CONSTRAINT > `FK_article_data_mime_attachment_article_id_id` FOREIGN KEY > (`article_id`) REFERENCES `article` (`id`)), SQL: ' > INSERT INTO article_data_mime_attachment (article_id, > filename, content_type, content_size, > content, content_id, content_alternative, disposition, > create_time, create_by, > change_time, change_by) > VALUES (?, ?, ?, ?, ?, ?, ?, ?, '2019-07-08 13:36:44', ?, > '2019-07-08 13:36:44', ?)' > > RemoteAddress: x.x.x.x > RequestURI: /otrs/index.pl?Action=AgentTicketZoom;TicketID=43048 > > Traceback (806): > Module: > Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleStorageDB::ArticleWriteAttachment > Line: 262 > Module: > Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleWriteAttachment > Line: 1135 > Module: Kernel::Output::HTML::ArticleCheck::SMIME::Check Line: 318 > Module: Kernel::Output::HTML::Article::MIMEBase::ArticleFields > Line: 140 > Module: Kernel::Output::HTML::Layout::Article::ArticleFields Line: 66 > Module: Kernel::System::TemplateGenerator::NotificationEvent Line: 1001 > Module: Kernel::System::Ticket::Event::NotificationEvent::Run Line: 200 > Module: Kernel::System::EventHandler::EventHandler Line: 223 > Module: > Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate > Line: 999 > Module: Kernel::Output::HTML::ArticleCheck::SMIME::Check Line: 302 > Module: Kernel::Output::HTML::Article::MIMEBase::ArticleFields > Line: 140 > Module: Kernel::Output::HTML::Layout::Article::ArticleFields Line: 66 > Module: Kernel::System::TemplateGenerator::NotificationEvent Line: 1001 > Module: Kernel::System::Ticket::Event::NotificationEvent::Run Line: 200 > Module: Kernel::System::EventHandler::EventHandler Line: 223 > Module: > Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate > Line: 999 > Module: Kernel::Output::HTML::ArticleCheck::SMIME::Check Line: 302 > Module: Kernel::Output::HTML::Article::MIMEBase::ArticleFields > Line: 140 > Module: Kernel::Output::HTML::Layout::Article::ArticleFields Line: 66 > Module: Kernel::System::TemplateGenerator::NotificationEvent Line: 1001 > Module: Kernel::System::Ticket::Event::NotificationEvent::Run Line: 200 > Module: Kernel::System::EventHandler::EventHandler Line: 223 > Module: > Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate > Line: 999 > Module: Kernel::Output::HTML::ArticleCheck::SMIME::Check Line: 302 > Module: Kernel::Output::HTML::Article::MIMEBase::ArticleFields > Line: 140 > Module: Kernel::Output::HTML::Layout::Article::ArticleFields Line: 66 > Module: Kernel::System::TemplateGenerator::NotificationEvent Line: 1001 > Module: Kernel::System::Ticket::Event::NotificationEvent::Run Line: 200 > Module: Kernel::System::EventHandler::EventHandler Line: 223 > Module: > Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleUpdate > Line: 999 Have someone an idea how to fix this? Thanks in advance. Kind regards Kevin D

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About OTRS 7 installation
by Matthias.Terlinde＠t-systems.com 25 Jun '19

25 Jun '19

Hey, The only option for OTRS 7 is the paid subscription with the business or STORM edition. If OTRS 9 will be released, OTRS 7 will be publicly available. Kind regards, Matthias T-SYSTEMS INTERNATIONAL GMBH Telekom Security Matthias Terlinde Cyber Defense Operations Bonner Talweg 100 53113 Bonn +49 228 181-73771 (fixed) +49 160 3003113 (mobile) E-Mail: matthias.terlinde(a)t-systems.com Internet: www.t-systems.com Let's power higher performance Die gesetzlichen Pflichtangaben finden Sie unter: www.t-systems.com/pflichtangaben GROSSE VERÄNDERUNGEN FANGEN KLEIN AN - RESSOURCEN SCHONEN UND NICHT JEDE E-MAIL DRUCKEN. > Date: Tue, 25 Jun 2019 14:45:17 +0300 > From: G?khan ?ner <gokhanoner(a)sabanciuniv.edu> > To: otrs(a)lists.otrs.org > Subject: [otrs] About OTRS 7 installation > Message-ID: > <CAJ1BNQoTAfV7d+Nf6b3E42- > mOeWhACL6jUyyOYgK__JKt8oHSQ(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hi all, > > Although there is an installation manual for OTRS 7, i couldn't find the > installation (rpm) file or tarball. > > Does anyone know where can i obtain it? > > https://doc.otrs.com/doc/manual/installation/stable/en/content/installation > .html > > > Thank you. > > > *G?khan ?ner* > Information Technology > Sabanc? University > +90 (216) 483 91 81 > gokhanoner(a)sabanciuniv.edu <E%3Agokhanoner(a)sabanciuniv.edu> > ************************************

1 0

About OTRS 7 installation
by Gökhan Öner 25 Jun '19

25 Jun '19

Hi all, Although there is an installation manual for OTRS 7, i couldn't find the installation (rpm) file or tarball. Does anyone know where can i obtain it? https://doc.otrs.com/doc/manual/installation/stable/en/content/installation… Thank you. *Gökhan Öner* Information Technology Sabancı University +90 (216) 483 91 81 gokhanoner(a)sabanciuniv.edu <E%3Agokhanoner(a)sabanciuniv.edu>

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Data.Body last reply in ResponseFormat
by William Edwards 11 Jun '19

11 Jun '19

In Ticket::Frontend::ResponseFormat, the default template of a new response is specified. The variable “[% Data.Body | html %]” inserts the previous communication. How do I get that variable not to be the whole mail chain but only the last reply? Sent from mobile

1 0

Insert canned response while writing email
by William Edwards 10 Jun '19

10 Jun '19

Hi all, OTRS allows for choosing a predefined response before composing a reply. I want to insert small canned responses while composing a reply. For example, a line like "I will get back to you as soon as possible. If there are any questions, don't hesitate to contact us". Ticket systems like Sirportly and SupportPal offer this but I haven't been able to find it in OTRS yet. Questions: - Is this OTRS functionality? - If not, how can I build it? Is it possible to extend answer options via a module or plugin? Met vriendelijke groet, with kind regards, William Edwards Cyberfusion - Hosting voor webbureaus en bedrijfskritische applicaties W. https://www.cyberfusion.nl/ E. wedwards(a)cyberfusion.nl T. 040 - 711 44 96

1 0

Answering to a Customer who opened a Process Ticket
by Alvaro Cordero 28 May '19

28 May '19

Hello, Previously in OTRs there was an option (article type) of otrs-web for articles when creating a Process Ticket and it was possible to reply to the customer via email as on a regular Email o Phone Article, but now there are only OTRS which is an internal Note and does not allow an email replay and Phone which is confusing for users who are creating cases via customer panel or even for agents using their agent front end. Is there any simple way of enabling article other communication channels for articles created via Process Ticket? Best Regards -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro(a)gridshield.net

3 5

Status view sorted by closing date
by Gestió Servidors 16 May '19

16 May '19

Hello, my OTRS system runs version 5 free (5.0.11-01) in a CentOS 7.2.1511. I would like to get the list of closed tickets sorted by closing date. In my system, if I click on "Tickets" -> "Status View" I get an screen with two tabs: Open Tickets and Closed Tickets. If I select second one, I can see the list of closed tickets and I can only sort them by "Age" or "Title". I would like to sort this list by "Closing Date". Is it possible? Thanks.

1 0