- otrs - OTRS mailing lists

Ticket notification behavior
by Salač, Martin 02 May '19

02 May '19

Hello, I created Ticket Notification on event "NotificationMove" (based on some sorting criteria) which is send to recipients "All agents with write permission for the ticket". Notifications works just fine with one exeption. The person who performed the action (move into other queue). Which means when I move ticket to certain queue and fulfill criteria, mail notification is sent to all relevant agents excluding me, despite of fact I have write permission to the ticket as well. Is this behavior supposed? If yes - is there a way how to announce person who move ticket too? Thank You for answer Best regards Martin Tento email a jeho případné přílohy jsou určeny výhradně konkrétnímu adresátovi a mohou obsahovat důvěrné informace. Nejste-li zamýšleným adresátem tohoto emailu nebo jeho příloh či jejich obsahu, obratem nás prosím kontaktujte <https://www.t-mobile.cz/kontakty-t-mobile> a email a případné přílohy trvale odstraňte. Současně vezměte na vědomí, že šíření, sdělování obsahu či kopírování obsahu emailu či příloh je přísně zakázáno. This Email and its attachments are intended only for use by the intended addressee named inside and may contain confidential information. If you are not the intended recipient of this email or attachments please contact us <https://www.t-mobile.cz/kontakty-t-mobile> immediately, and permanently delete the email and attachments and note that dissemination, disclosure or copying of this email and attachments is strictly prohibited. Zásady komunikace, které společnost T-Mobile Czech Republic a.s. užívá při sjednávání smluv, jsou uvedeny zde <http://www.t-mobile.cz/dcpublic/Zasady_komunikace_pri_sjednavani_smluv_cz.p…> . Není-li v zásadách uvedeno jinak, nepředstavuje tato zpráva konečný návrh na uzavření či změnu smlouvy ani přijetí takového návrhu. The communication principles which T-Mobile Czech Republic a.s. applies when negotiating contracts are defined here <http://www.t-mobile.cz/dcpublic/Zasady_komunikace_pri_sjednavani_smluv_en.p…> . Unless otherwise stated in the principles, this message does not constitute the final offer to contract or an amendment of a contract or acceptance of such offer.

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Documentation - OTRS Variables full list
by Salač, Martin 02 May '19

02 May '19

Hello, please does anybody know if there is full list of OTRS_ variables (all in one page with description) somewhere in OTRS documentation? I found only articles referencing to incomplete lists and variables spread all over the documentation. Of course there is still posibility to parse it out from source code but I'd like to be sure there is no fully documented list of all variables before I'll follow this way. Thank You for answer Best regards Martin Tento email a jeho případné přílohy jsou určeny výhradně konkrétnímu adresátovi a mohou obsahovat důvěrné informace. Nejste-li zamýšleným adresátem tohoto emailu nebo jeho příloh či jejich obsahu, obratem nás prosím kontaktujte <https://www.t-mobile.cz/kontakty-t-mobile> a email a případné přílohy trvale odstraňte. Současně vezměte na vědomí, že šíření, sdělování obsahu či kopírování obsahu emailu či příloh je přísně zakázáno. This Email and its attachments are intended only for use by the intended addressee named inside and may contain confidential information. If you are not the intended recipient of this email or attachments please contact us <https://www.t-mobile.cz/kontakty-t-mobile> immediately, and permanently delete the email and attachments and note that dissemination, disclosure or copying of this email and attachments is strictly prohibited. Zásady komunikace, které společnost T-Mobile Czech Republic a.s. užívá při sjednávání smluv, jsou uvedeny zde <http://www.t-mobile.cz/dcpublic/Zasady_komunikace_pri_sjednavani_smluv_cz.p…> . Není-li v zásadách uvedeno jinak, nepředstavuje tato zpráva konečný návrh na uzavření či změnu smlouvy ani přijetí takového návrhu. The communication principles which T-Mobile Czech Republic a.s. applies when negotiating contracts are defined here <http://www.t-mobile.cz/dcpublic/Zasady_komunikace_pri_sjednavani_smluv_en.p…> . Unless otherwise stated in the principles, this message does not constitute the final offer to contract or an amendment of a contract or acceptance of such offer.

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OTRS6 Database Crash Due to Memory Loss
by Johnnie Rucker 24 Apr '19

24 Apr '19

Community, We are currently running on the version otrs-6.0.14-01.noarch. We are getting weekly crashes where the database locks up due to being out of memory. Is this happening to anyone else? Is there a possible fix to this issue? Current set up OS: Cent OS 7.5 Memory:12 GB Database: MariaDB-compat-10.2.18-1.el7.centos.x86_64 MariaDB-client-10.2.18-1.el7.centos.x86_64 MariaDB-common-10.2.18-1.el7.centos.x86_64 MariaDB-server-10.2.18-1.el7.centos.x86_64 OTRS version otrs-6.0.14-01.noarch Issue: DB locks up, CPU locks up. Once DB is restarted, app is fine [1311431.213740] Out of memory: Kill process 8902 (/opt/otrs/bin/c) score 5 or sacrifice child [1311431.214649] Killed process 8902 (/opt/otrs/bin/c) total-vm:451892kB, anon-rss:33636kB, file-rss:268kB, shmem-rss:8kB Happens once a week Thank You, Johnnie Rucker

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OTRS6 - Signature by user or group
by Ml Ml 18 Apr '19

18 Apr '19

Hello, can i set a signature by user or group in OTRS 6? Thanks, Mario

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Adding a Dynamic Field to Medium view
by Alexis HAUSER 18 Apr '19

18 Apr '19

Hi, I tried the following things without success. 1) Uncomment the part concerning Dynamic Field1 in AgentTicketOverviewMedium.tt, replacing "Field1" without the name of my dynamic field 2) Added the dynamic field in Ticket::Frontend::OverviewMedium###DynamicField with Value 1-Enabled Result : it doesn't show on the medium view. Any ideas ? Regards Alexis

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Disable Activities Module on Agent Dashboard
by Ml Ml 27 Mar '19

27 Mar '19

Hello, can i configure or disable the Activities Module on the Agent Dashboard? Thanks, Mario

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Agent Roles visible ?
by Bruno Cardon 12 Mar '19

12 Mar '19

Dear All, Is there an option / variable available somewhere to show the agents roles in, let say the preferences - so the agent can see what roles he has ? Kind regards. Bruno Cardon Afdeling Gebruikersondersteuning Directie Informatie-en communicatietechnologie Campus Sterre Krijgslaan 281, Gebouw S9 - 9000 Gent +32 9 264 85.82 E-maildisclaimer<http://helpdesk.ugent.be/e-maildisclaimer.php>

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Fulltext search problem
by Salač, Martin 11 Mar '19

11 Mar '19

Good afternoon, we face a problem with fulltext search after upgrade to 6.0.16 (from version 5.0.15). Results are incomplete and sometimes empty. Our current search filter setting: Ticket::SearchIndex::Filters [,\&\<\>\?"\!\*\|;\[\]\+\$\^=] ^[':.]|[':.]$ ^[^\w]+$ All articles are fully indexed: -bash-4.2$ ./otrs.Console.pl Maint::Ticket::FulltextIndex -status Indexed Articles: 100.0% (219410/219410) Example of serch fail: We have ticket with text: ... ... This vulnerability affects Web Server. 3.Vurnable URL https://middletickets-sport.somewhere.com/login 4.Steps to reproduce the vulnerability: a.Open notepad and paste the following code <html> ... ... and when we put to fultext search URL https://middletickets-sport.somewhere.com/login no results are returned. Even middletickets-sport.somewhere.com/login or middletickets-sport.somewhere.com or even middletickets does not return any result. We have already fully rebuilded FultextSearch Index (cca 200 000 articles), cleared all caches, but behavior is the same. Please could somebody advice how to set system to get all hits in results? Thank You in advance for answers. Best Regards Martin Tento email a jeho případné přílohy jsou určeny výhradně konkrétnímu adresátovi a mohou obsahovat důvěrné informace. Nejste-li zamýšleným adresátem tohoto emailu nebo jeho příloh či jejich obsahu, obratem nás prosím kontaktujte <https://www.t-mobile.cz/kontakty-t-mobile> a email a případné přílohy trvale odstraňte. Současně vezměte na vědomí, že šíření, sdělování obsahu či kopírování obsahu emailu či příloh je přísně zakázáno. This Email and its attachments are intended only for use by the intended addressee named inside and may contain confidential information. If you are not the intended recipient of this email or attachments please contact us <https://www.t-mobile.cz/kontakty-t-mobile> immediately, and permanently delete the email and attachments and note that dissemination, disclosure or copying of this email and attachments is strictly prohibited. Zásady komunikace, které společnost T-Mobile Czech Republic a.s. užívá při sjednávání smluv, jsou uvedeny zde <http://www.t-mobile.cz/dcpublic/Zasady_komunikace_pri_sjednavani_smluv_cz.p…> . Není-li v zásadách uvedeno jinak, nepředstavuje tato zpráva konečný návrh na uzavření či změnu smlouvy ani přijetí takového návrhu. The communication principles which T-Mobile Czech Republic a.s. applies when negotiating contracts are defined here <http://www.t-mobile.cz/dcpublic/Zasady_komunikace_pri_sjednavani_smluv_en.p…> . Unless otherwise stated in the principles, this message does not constitute the final offer to contract or an amendment of a contract or acceptance of such offer.

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Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to cloud.otrs.com:443
by sneharajr 10 Mar '19

10 Mar '19

Hi Team, I am trying to deploy ITSM modules in OTRS 6.0.17 however when i click install via package manger i am getting the flowing error. Please advise. reference document https://ftp.otrs.org/pub/otrs/itsm/INSTALL-6.ITSM Please find attached image. root@home-lab:~# nslookup cloud.otrs.com Server: 127.0.0.53 Address: 127.0.0.53#53 Non-authoritative answer: Name: cloud.otrs.com Address: 159.69.61.98 Name: cloud.otrs.com Address: 159.69.61.99 ----------------------------------------------------------------- ERROR: OTRS-CGI-81 Perl: 5.26.2 OS: linux Time: Sat Mar 9 10:55:38 2019 Message: Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to cloud.otrs.com:443 RemoteAddress: x.x.x.x RequestURI: /otrs/index.pl Traceback (10416): Module: Kernel::System::WebUserAgent::Request Line: 221 Module: Kernel::System::CloudService::Backend::Run::Request Line: 342 Module: Kernel::System::Package::PackageVerify Line: 1961 Module: Kernel::Modules::AdminPackageManager::_InstallHandling Line: 2083 Module: Kernel::Modules::AdminPackageManager::Run Line: 1306 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1116 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 38 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 ERROR: OTRS-CGI-81 Perl: 5.26.2 OS: linux Time: Sat Mar 9 11:10:28 2019 Message: Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to cloud.otrs.com:443 RemoteAddress: 192.168.0.103 RequestURI: /otrs/index.pl Traceback (10406): Module: Kernel::System::WebUserAgent::Request Line: 221 Module: Kernel::System::CloudService::Backend::Run::Request Line: 342 Module: Kernel::System::Package::PackageVerify Line: 1961 Module: Kernel::Modules::AdminPackageManager::_InstallHandling Line: 2083 Module: Kernel::Modules::AdminPackageManager::Run Line: 1306 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1116 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 38 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 ERROR: OTRS-CGI-81 Perl: 5.26.2 OS: linux Time: Sat Mar 9 11:10:28 2019 Message: Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to cloud.otrs.com:443 RemoteAddress: 192.168.0.103 RequestURI: /otrs/index.pl Traceback (10406): Module: Kernel::System::WebUserAgent::Request Line: 221 Module: Kernel::System::CloudService::Backend::Run::Request Line: 342 Module: Kernel::System::Package::PackageVerify Line: 1961 Module: Kernel::Modules::AdminPackageManager::_InstallHandling Line: 2083 Module: Kernel::Modules::AdminPackageManager::Run Line: 1306 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1116 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 38 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 -- Regards, sneharajr Look before you leap and Think before you speak

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otrs-6.0.16 installation issue on Ubuntu 18.10
by sneharajr 08 Mar '19

08 Mar '19

Hi Team, i am trying to install OTRS 6.x on ubuntu OS. when i am trying to access http://x.x.x.x/otrs/installer.pl i am getting following error. Can you please advise how to fix the flowing issue. instillation reference https://doc.otrs.com/doc/manual/admin/6 ... -otrs.html <https://doc.otrs.com/doc/manual/admin/5.0/en/html/manual-installation-of-ot…> [Fri Mar 08 12:52:32.168676 2019] [:error] [pid 15895:tid 139620746376960] Can't locate Kernel/System/Web/InterfaceInstaller.pm in @INC (you may need to install the Kernel::System::Web::InterfaceInstaller module) (@INC contains: /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/x86_64-linux-gnu/perl/5.26.2 /usr/local/share/perl/5.26.2 /usr/lib/x86_64-linux-gnu/perl5/5.26 /usr/share/perl5 /usr/lib/x86_64-linux-gnu/perl/5.26 /usr/share/perl/5.26 /usr/local/lib/site_perl /etc/apache2) at /home/otrs/bin/cgi-bin/ installer.pl line 31.\nBEGIN failed--compilation aborted at /home/otrs/bin/cgi-bin/installer.pl line 31.\n otrs@~/bin$ ./otrs.CheckModules.pl <http://otrs.checkmodules.pl/> o Apache::DBI......................ok (v1.12) o Apache2::Reload..................ok (v0.13) o Archive::Tar.....................ok (v2.24) o Archive::Zip.....................ok (v1.63) o Crypt::Eksblowfish::Bcrypt.......ok (v0.009) o Crypt::SSLeay....................ok (v0.73_06) o Date::Format.....................ok (v2.24) o DateTime.........................ok (v1.50) o DBI..............................ok (v1.641) o DBD::mysql.......................ok (v4.050) o DBD::ODBC........................ok (v1.59) o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.) o DBD::Pg..........................ok (v3.7.4) o Digest::SHA......................ok (v5.96) o Encode::HanExtra.................ok (v0.23) o IO::Socket::SSL..................ok (v2.060) o JSON::XS.........................ok (v3.04) o List::Util::XS...................ok (v1.46_02) o LWP::UserAgent...................ok (v6.26) o Mail::IMAPClient.................ok (v3.39) o IO::Socket::SSL................ok (v2.060) o Authen::SASL...................ok (v2.16) o Authen::NTLM...................ok (v1.09) o ModPerl::Util....................ok (v2.000010) o Net::DNS.........................ok (v1.17) o Net::LDAP........................ok (v0.65) o Template.........................ok (v2.27) o Template::Stash::XS..............ok (undef) o Text::CSV_XS.....................ok (v1.36) o Time::HiRes......................ok (v1.9741) o XML::LibXML......................ok (v2.0132) o XML::LibXSLT.....................ok (v1.96) o XML::Parser......................ok (v2.44) o YAML::XS.........................ok (v0.74) -- Regards, sneharajr Look before you leap and Think before you speak

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