- otrs - OTRS mailing lists

Change destination email address of notifications
by Christoph Pleger 24 Jul '25

24 Jul '25

Hello, today, the administrator of our Email-Server reported that Znuny had sent an email to root(a)postamt.cs.uni-dortmund.de, postamt being our Email-Server. Obviously, that destination address does not make such sense. Unfortunately, I could not find so far how to change destination email addresses. Where can that be done (latest Znuny version)? Regards Christoph

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OTRS + CRM Implementation
by Chris Watt 26 May '25

26 May '25

I have been googling this for hours and it seems to have been mentioned on here but no one has ever given anything. What I want to do is link OTRS with a CRM program like SugarCRM (or similar). Has anyone done this before/know how to do it? Basically I want the tickets to be copied into SugarCRM automatically, with all approriate fields, and customers to be stored in the same location. I read somewhere that one guy had done it but he provided no further info. Cany anyone help? Cheers ~Chris

3 2

Test desde sysadmin
by Gestió Servidors 18 Mar '25

18 Mar '25

-- [cid:image001.jpg@01DB9817.FADE1610]<http://www.uab.cat/> Daniel Ruiz Molina Tècnic Mitjà Informàtic Arquitectura de Computadors i Sistemes Operatius Escola d'Enginyeria Edifici Q - Despatx QC/3052 - Carrer de les Sitges Campus de la UAB · 08193 Bellaterra (Cerdanyola del Vallès) · Barcelona · Spain +34 93 581 35 44 www.uab.cat<http://www.uab.cat/> Daniel Ruiz at UAB<https://tinyurl.com/yd95zb8j> [cid:image002.jpg@01DB9817.FADE1610]<www.linkedin.com/in/daniel-ruiz-molina-50a83b27> Aquest missatge s'adreça exclusivament a la persona destinatària i pot contenir informació privada o confidencial. Si l'heu rebut per error, comuniqueu-nos-ho i destruïu-lo, i tingueu present que no teniu autorització per fer-ne cap ús. Abans d'imprimir aquest missatge penseu en el medi ambient.

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OTRS Login Problem
by ihsan.ozogur＠tubitak.gov.tr 22 Dec '21

22 Dec '21

Hi, I am working at TUBITAK as an IT personnel, we are using OTRS 6 on a CentOS server in our company. We have upgraded some CentOS packages according to cybersecurity requirements. After upgradation we realized that admin agents cannot login directly; So we are changing address, if we add something like "Action=Admin" we can login successfully as admin agents. Can you help us about that problem, we tried so many things but could not solve that. Your answers are very valuable to us. Best Regards,

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Re: OTRS Login Problem
by Muhammed İhsan ÖZOĞUR (BILGEM KSM) 21 Dec '21

21 Dec '21

Hi, I am working at TUBITAK as an IT personnel, we are using OTRS 6 on a CentOS server in our company. We have upgraded some CentOS packages according to cybersecurity requirements. After upgradation we realized that admin agents cannot login directly; So we are changing address, if we add something like "Action=Admin" we can login successfully as admin agents. Can you help us about that problem, we tried so many things but could not solve that. Your answers are very valuable to us. Best Regards, Muhammed İhsan ÖZOĞUR Sistem Ekibi Kamu Sertifikasyon Merkezi / Bilgi Teknolojileri TÜBİTAK BİLGEM 41470 Gebze, KOCAELİ T +90 262 675 8532 [ http://bilgem.tubitak.gov.tr/ | www.bilgem.tubitak.gov.tr ] [ http://www.kamusm.gov.tr/ | www.kamusm.gov.tr/ ] ihsan.ozogur(a)tubitak.gov.tr ihsan.ozogur(a)kamusm.gov.tr ................................................................ [ http://bilgem.tubitak.gov.tr/ ] [ http://www.tubitak.gov.tr/sorumlulukreddi | Sorumluluk Reddi ] Kimden: "Muhammed İhsan ÖZOĞUR, TÜBİTAK BİLGEM" <ihsan.ozogur(a)tubitak.gov.tr> Kime: "otrs" <otrs(a)lists.otrs.org> Gönderilenler: 21 Aralık Salı 2021 16:33:53 Konu: Re: OTRS Login Problem Hi, I am working at TUBITAK as an IT personnel, we are using OTRS 6 on a CentOS server in our company. We have upgraded some CentOS packages according to cybersecurity requirements. After upgradation we realized that admin agents cannot login directly; So we are changing address, if we add something like "Action=Admin" we can login successfully as admin agents. Can you help us about that problem, we tried so many things but could not solve that. Your answers are very valuable to us. Best Regards, Muhammed İhsan ÖZOĞUR Sistem Ekibi Kamu Sertifikasyon Merkezi / Bilgi Teknolojileri TÜBİTAK BİLGEM 41470 Gebze, KOCAELİ T +90 262 675 8532 [ http://bilgem.tubitak.gov.tr/ | www.bilgem.tubitak.gov.tr ] [ http://www.kamusm.gov.tr/ | www.kamusm.gov.tr/ ] ihsan.ozogur(a)tubitak.gov.tr ihsan.ozogur(a)kamusm.gov.tr ................................................................ [ http://bilgem.tubitak.gov.tr/ ] [ http://www.tubitak.gov.tr/sorumlulukreddi | Sorumluluk Reddi ] Kimden: "Muhammed İhsan ÖZOĞUR, TÜBİTAK BİLGEM" <ihsan.ozogur(a)tubitak.gov.tr> Kime: "otrs" <otrs(a)lists.otrs.org> Gönderilenler: 21 Aralık Salı 2021 16:28:22 Konu: OTRS Login Problem Hi, I am working at TUBITAK as an IT personnel, we are using OTRS 6 on a CentOS server in our company. We have upgraded some CentOS packages according to cybersecurity requirements. After upgradation we realized that admin agents cannot login directly; So we are changing address, if we add something like "Action=Admin" we can login successfully as admin agents. Can you help us about that problem, we tried so many things but could not solve that. Your answers are very valuable to us. Best Regards, Muhammed İhsan ÖZOĞUR Sistem Ekibi Kamu Sertifikasyon Merkezi / Bilgi Teknolojileri TÜBİTAK BİLGEM 41470 Gebze, KOCAELİ T +90 262 675 8532 [ http://bilgem.tubitak.gov.tr/ | www.bilgem.tubitak.gov.tr ] [ http://www.kamusm.gov.tr/ | www.kamusm.gov.tr/ ] ihsan.ozogur(a)tubitak.gov.tr ihsan.ozogur(a)kamusm.gov.tr ................................................................ [ http://bilgem.tubitak.gov.tr/ ] [ http://www.tubitak.gov.tr/sorumlulukreddi | Sorumluluk Reddi ]

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OTRS Login Problem
by ihsan.ozogur＠tubitak.gov.tr 21 Dec '21

21 Dec '21

Hi, I am working at TUBITAK as an IT personnel, we are using OTRS 6 on a CentOS server in our company. We have upgraded some CentOS packages according to cybersecurity requirements. After upgradation we realized that admin agents cannot login directly; So we are changing address, if we add something like "Action=Admin" we can login successfully as admin agents. Can you help us about that problem, we tried so many things but could not solve that. Your answers are very valuable to us. Best Regards,

1 0

Otrs Community edition is formally dead?
by Matteo Sgalaberni 06 Jul '21

06 Jul '21

Hello, Otrs company published that from 1 January 2021 no security updates will be released and the 6.0 is definitively unsupported. https://otrs.com/release-notes/attention-security-risk-with-otrs-6/ Some days ago they updated the SECURITY.md on github https://github.com/OTRS/otrs/commit/f11a60618b59b0dae5252e1a4a3c7efbe551bdea Is it someone informed about what will happen now? The OTRS Community Edition is definitively dead and we need to dispose it as the unique released version is unsupported ad there are no newer version released? Thanks Matteo

9 9

Ticket vanished?
by Bruce Johnson 10 Mar '21

10 Mar '21

We’re running OTRS Community edition I have a long running ticket (which has been closed about 3 times, then reopened because the person keeps replying to the email with the ticket ID that seems to have simply disappeared from the system. I got a question from the person yesterday, wrote the answer, and went to revisit it this morning and the ticket is just gone. I cannot find it via search. What should my next steps be? -- Bruce Johnson University of Arizona College of Pharmacy Information Technology Group Institutions do not have opinions, merely customs

2 3

None
by None 07 Feb '21

07 Feb '21

users can find most commonly asked questions. It will then also possible with the first request that even a manual question can be entered. If the manual question contains the keywords of the answer, this answer can be shown.... anybody interested? Hans Bakker, OTRS ondersteuning in het Nederlands. http://otrs.nl

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None
by None 07 Feb '21

07 Feb '21

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1 0

None
by None 07 Feb '21

07 Feb '21

To root(a)localhost.arzt-seite.info Date Wed, 5 Mar 2003 20:35:01 +0100 (CET) Subject Cron <otrs@schmerz> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null Using an array as a reference is deprecated at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 88. Using an array as a reference is deprecated at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 217. -- Mit freundlichen Grüssen Wilfried Gödert Tel: +49 (0) 175 9 628 128 mailto:info@gotodoc.de http://www.gotodoc.de http://www.aerzte-seite.de

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None
by None 07 Feb '21

07 Feb '21

request) How do I change otrs to look in /var/spool/mail? greetz Hans -- email: hans(a)jiffie.nl Mijn eigen honden: http://www.jiffie.nl/own_dogs 1:00pm up 2 days, 22:47, 2 users, load average: 1.09, 1.08, 1.12

1 0

None
by None 07 Feb '21

07 Feb '21

This is pmtools -- a suite of small programs to help manage modules. The names are totally preliminary, and in fact, so is the code. We follow the "keep it small" notion of many tiny tools each doing one thing well, eschewing giant megatools with millions of options. pmpath - show the module's full path pmvers - get a module version number pmdesc - get a module description pmall - get all installed modules pmdesc descriptions pmdirs - print the perl module path, newline separated plxload - show what files a given program loads at compile time pmload - show what files a given module loads at compile time pmexp - show a module's exports pminst - find what's installed pmeth - list a class's methods, recursively pmls - long list the module path pmcat - cat the module source through your pager pman - show the module's pod docs pmfunc - show a function source code from a module podgrep - grep in pods of a file pfcat - show pods from perlfunc podtoc - list table of contents of a podpage podpath - show full path of pod file pods - list all standard pods and module pods sitepods - list only pods in site_perl directories basepods - list only normal "man-page" style pods faqpods - list only faq pods modpods - all module pods, including site_perl ones stdpods - list standard pods, not site_perl ones ---- For example with pminst, You can get EXACT list of installed Modules. Ah, btw. David Krcek and Me managed to install otrs-beta on FreeBSD 4.7-Stable + Apache + Mysql + Perl... Some fine tuning needed but systems are alredy online and productive :) thx for this exepctional prog :) regards Thomas W. Horna -----Originalnachricht----- Von: Martin Edenhofer An: otrs(a)otrs.org Gesendet: 05.12.02 19:17 Betreff: Re: [otrs] Internal server error at Agent compose 'empty answer' On Thu, Dec 05, 2002 at 08:36:13AM -0800, Matt Kirk wrote: > This shouldn't be a problem. Cobalt user management may add new groups, but > I don't think it will modify existing ones. It is worth testing however. I think the same. Anyway, if you run in trouble, move to the database storage solution. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ 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 _______________________________________________ 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

1 0

None
by None 07 Feb '21

07 Feb '21

This is pmtools -- a suite of small programs to help manage modules. The names are totally preliminary, and in fact, so is the code. We follow the "keep it small" notion of many tiny tools each doing one thing well, eschewing giant megatools with millions of options. pmpath - show the module's full path pmvers - get a module version number pmdesc - get a module description pmall - get all installed modules pmdesc descriptions pmdirs - print the perl module path, newline separated plxload - show what files a given program loads at compile time pmload - show what files a given module loads at compile time pmexp - show a module's exports pminst - find what's installed pmeth - list a class's methods, recursively pmls - long list the module path pmcat - cat the module source through your pager pman - show the module's pod docs pmfunc - show a function source code from a module podgrep - grep in pods of a file pfcat - show pods from perlfunc podtoc - list table of contents of a podpage podpath - show full path of pod file pods - list all standard pods and module pods sitepods - list only pods in site_perl directories basepods - list only normal "man-page" style pods faqpods - list only faq pods modpods - all module pods, including site_perl ones stdpods - list standard pods, not site_perl ones ---- For example with pminst, You can get EXACT list of installed Modules. Ah, btw. David Krcek and Me managed to install otrs-beta on FreeBSD 4.7-Stable + Apache + Mysql + Perl... Some fine tuning needed but systems are alredy online and productive :) thx for this exepctional prog :) regards Thomas W. Horna -----Originalnachricht----- Von: Martin Edenhofer An: otrs(a)otrs.org Gesendet: 05.12.02 19:17 Betreff: Re: [otrs] Internal server error at Agent compose 'empty answer' On Thu, Dec 05, 2002 at 08:36:13AM -0800, Matt Kirk wrote: > This shouldn't be a problem. Cobalt user management may add new groups, but > I don't think it will modify existing ones. It is worth testing however. I think the same. Anyway, if you run in trouble, move to the database storage solution. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ 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

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None
by None 07 Feb '21

07 Feb '21

version of procmail no longer need lock files?? I'm not sure if this is the case or not, but the posting seemed to imply to use procmail recipes without creating a lockfile, i.e.: :0 | $SYS_HOME/bin/PostMaster.pl instead of :0 : | $SYS_HOME/bin/PostMaster.pl Has anyone had any similar behavior, and could this be dangerous to do ?? This is probably a Procmail question, but in the context of using OTRS. Thanks, -Eddie

1 0

None
by None 07 Feb '21

07 Feb '21

g8O8LqP12108=0A= for otrs; Tue, 24 Sep 2002 10:21:52 +0200=0A= Received: from mailhost.forcont.de [192.168.10.10]=0A= by localhost with POP3 (fetchmail-5.9.0)=0A= for otrs@localhost (single-drop); Tue, 24 Sep 2002 10:21:51 +0200 = (CEST)=0A= Received: by mailhost =0A= id <01C263A3.6850CCA0@mailhost>; Tue, 24 Sep 2002 10:21:40 +0200=0A= Message-ID: <E3B40F0268A4D5119E17005004879C0D09C209@mailhost>=0A= From: =3D?iso-8859-1?Q?Ralph_M=3DFCller?=3D = <ralph.mueller(a)forcont.de>=0A= To: TestRalph <TestRalph(a)forcont.de>=0A= Subject: = =3D?iso-8859-1?Q?AW=3D3A_=3D5BTicket=3D23=3D3A_1010136=3D5D_Re=3D3A_=3DD= Cberal?=3D=0A= =3D?iso-8859-1?Q?l_Probleme=3D21?=3D=0A= Date: Tue, 24 Sep 2002 10:21:40 +0200=0A= MIME-Version: 1.0=0A= Content-Type: text/plain;=0A= charset=3D"iso-8859-1"=0A= Content-Transfer-Encoding: 8bit=0A= X-MIME-Autoconverted: from quoted-printable to 8bit by = otrshost.forcont.de id g8O8LqP12108=0A= X-OTRS-TicketKey1: Telefon=0A= X-OTRS-TicketValue1: 0341 48503 0=0A= X-OTRS-Queue: Support=0A= =0A= was heisst hier ruhig bleiben!=0A= Schnelle Hilfe bitte!=0A= =0A= Tschoe=0A= =0A= -----Urspr=FCngliche Nachricht-----=0A= Von: Support [mailto:testralph@forcont.de]=0A= Gesendet: Dienstag, 24. September 2002 10:21=0A= An: Ralph M=FCller=0A= Betreff: [Ticket#: 1010136] Re: =DCberall Probleme!=0A= =0A= =0A= Sehr geehrter Ralph M=FCller,=0A= =0A= bitte bleiben Sie ruhig und schildern sie uns Ihre Probleme.=0A= =0A= MfG=0A= RM=0A= =0A= Ralph M=FCller <ralph.mueller(a)forcont.de> schrieb:=0A= =0A= > Es gibt nur noch Probleme!=0A= > =0A= > =0A= > =0A= =0A= Sehr geehrte Damen und Herren,=0A= =0A= =0A= =0A= Mit freundlichen Gr=FC=DFen=0A= =0A= Ralph M=FCller=0A= =0A= =0A= Ihr OTRS Team=0A= =0A= -- =0A= Ralph Mueller =0A= --=0A= =0A= ------_=_NextPart_000_01C263AE.037258C0 Content-Type: text/plain; name="545.txt" Content-Transfer-Encoding: quoted-printable Content-Disposition: attachment; filename="545.txt" From: Support <testralph(a)forcont.de>=0A= To: Ralph M=FCller <ralph.mueller(a)forcont.de>=0A= Subject: [Ticket#: 1010136] Re: =DCberall Probleme!=0A= In-Reply-To: <E3B40F0268A4D5119E17005004879C0D09C208@mailhost>=0A= Message-ID: <1032855663.374940.777617648.134.2(a)yourhost.example.com>=0A= X-Mailer: Open-Ticket-Request-System Mail Service (1.11)=0A= X-Powered-By: OpenTRS (http://otrs.org/)=0A= X-OTRS-Loop: testralph(a)forcont.de=0A= Content-Type: text/plain; charset=3Diso-8859-1=0A= Content-Transfer-Encoding: 8BIT=0A= Mime-Version: 1.0=0A= =0A= Sehr geehrter Ralph M=FCller,=0A= =0A= bitte bleiben Sie ruhig und schildern sie uns Ihre Probleme.=0A= =0A= MfG=0A= RM=0A= =0A= Ralph M=FCller <ralph.mueller(a)forcont.de> schrieb:=0A= =0A= > Es gibt nur noch Probleme!=0A= > =0A= > =0A= > =0A= > =0A= =0A= Sehr geehrte Damen und Herren,=0A= =0A= =0A= =0A= Mit freundlichen Gr=FC=DFen=0A= =0A= Ralph M=FCller=0A= =0A= =0A= Ihr OTRS Team=0A= =0A= -- =0A= Ralph Mueller =0A= --=0A= =0A= ------_=_NextPart_000_01C263AE.037258C0--

1 0

Re: [otrs] RES: Otrs Community edition is formally dead?
by Ohliger, Christoph 03 Feb '21

03 Feb '21

YES and NO have a look at Znuny, great company with one of the delelopers of OTRS https://github.com/znuny/Znuny Christoph Von: otrs <otrs-bounces(a)lists.otrs.org> im Auftrag von Edson Richter <edsonrichter(a)hotmail.com> Antworten an: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> Datum: Donnerstag, 28. Januar 2021 um 02:28 An: Matteo Sgalaberni <sgala(a)sgala.com>, "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> Betreff: [otrs] RES: Otrs Community edition is formally dead? Hi! Disclaimer: I’ve no relation to OTRS company, not as employee, not as customer – only as OTRS 5.x community edition user. All I’ve is informal talks with sales person, and I suppose it cannot be considered “oficial company communication”. Consider all below as mine personal perspective only. I’ve been in touch with OTRS representatives at Brazil, and sales person mentioned that as OTRS eventually would not have community version anymore, and because of that, many companies are considering to subscritbe OTRS 8 to get “all new features” and be safe, of course. In my research, I’ve found that dolar-per-feature in OTRS 8 is high and would require an evalutation of the competitors – found it being as expensive, or even more expensive, compared with products with same level of service for ticket system, and additional tools integrated, like communication tools (SIP, WhatsApp, Telegram, Facebook, etc), project management, CRM, among others. Our company will probably keep OTRS 5.x as readonly repository for historic data/internal use, and in next few months choose subscribing either OTRS 8 or another tool. I do respect OTRS’s company work, and keeping community version is their decision after all. Let’s see. Regards, Edson Enviado do Email para Windows 10 De: Matteo Sgalaberni Enviado:terça-feira, 19 de janeiro de 2021 07:21 Para: otrs Assunto: [otrs] Otrs Community edition is formally dead? Hello, Otrs company published that from 1 January 2021 no security updates will be released and the 6.0 is definitively unsupported. https://otrs.com/release-notes/attention-security-risk-with-otrs-6/ Some days ago they updated the SECURITY.md on github https://github.com/OTRS/otrs/commit/f11a60618b59b0dae5252e1a4a3c7efbe551bdea Is it someone informed about what will happen now? The OTRS Community Edition is definitively dead and we need to dispose it as the unique released version is unsupported ad there are no newer version released? Thanks Matteo --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

4 3

Mail transformed to "Blocked" ticket
by Gestió Servidors 18 Jan '21

18 Jan '21

Hello, I have received an email in my OTRS that, I don't know why, OTRS has queued to "blocked" queue, so I haven't seen this new ticket in my Dashboard. Why has it happened? Thanks. -- [cid:image001.jpg@01D6ED83.FBF53C60]<http://www.uab.cat/> Daniel Ruiz Molina Tècnic Mitjà Informàtic Arquitectura de Computadors i Sistemes Operatius Escola d'Enginyeria Edifici Q - Despatx QC/3052 - Carrer de les Sitges Campus de la UAB · 08193 Bellaterra (Cerdanyola del Vallès) · Barcelona · Spain +34 581 35 44 www.uab.cat<http://www.uab.cat> Daniel Ruiz at UAB<https://tinyurl.com/yd95zb8j> [cid:image002.jpg@01D6ED83.FBF53C60]<www.linkedin.com/in/daniel-ruiz-molina-50a83b27> Aquest missatge s'adreça exclusivament a la persona destinatària i pot contenir informació privada o confidencial. Si l'heu rebut per error, comuniqueu-nos-ho i destruïu-lo, i tingueu present que no teniu autorització per fer-ne cap ús. Abans d'imprimir aquest missatge penseu en el medi ambient.

1 0

Is it possible to authenticate OTRS version 6.0.30 with Gmail's Oauth2?
by Mirko Pizarro 16 Dec '20

16 Dec '20

Hello, Good afternoon, is it possible to authenticate OTRS version 6.0.30 with OAUTH2 to connect with gmail and fetch mails? or is there any implementation available for ((OTRS)) Community Edition? These questions are related to the thread posted by google: Last December, we announced that we’d be turning off less secure app (LSA) access to G Suite accounts, and that you should migrate to OAuth authentication instead. The first phase of the LSA turn-down was scheduled for June 15, 2020. Thread: https://workspaceupdates.googleblog.com/2020/03/less-secure-app-turn-off-su… Thanks for help. Mirko Pizarro Pizarro.

2 1

What are the differences between notifications and emails ?
by JAOUEN Egareg 04 Dec '20

04 Dec '20

Hi all ! I have several OTRS servers currently working under version 6. All of them are installed under Fedora OS. I am using sendmail to manage the email sending and all is well working. But I noticed that the notifications are not sent (or are not received on our outlook email addresses). And it would be better if the notifications can reach my agents… Yesterday, I have just installed a new OTRS server on another server. I have not yet installed sendmail and I am not able to send email from a ticket in OTRS. That is not a bug for the moment. ;-) But I received the notifications on my outlook email address about those failed email attempt. How is it possible ? How notifications can be sent without sendmail installed ? Why notifications are not sent when sendmail is correctly installed and configured to send emails ? How can I have both working on all my OTRS servers (v6) ? Thanks ! Egareg JAOUEN

2 1

Re: [otrs] Replace string in a closed ticket
by Matthias.Terlinde＠t-systems.com 30 Nov '20

30 Nov '20

Hello, there is no build in way. You need to make the changes directly on your SQL database. Kind Regards, Matthias DEUTSCHE TELEKOM SECURITY GMBH Matthias Terlinde Cyber Defense Operations Bonner Talweg 100, 53113 Bonn, Germany www.telekom.de/security LIFE IS FOR SHARING. The compulsory statement can be found here: www.telekom.com/compulsory-statement-dtsec We care Enabling more sustainability and participation. Further information on the Telekom Sustainability Initiative: https://wecare.telekom.com/en/label/ -----Ursprüngliche Nachricht----- Message: 1 Date: Mon, 30 Nov 2020 09:27:35 +0000 From: Gesti? Servidors <sysadmin.caos(a)uab.cat> To: "otrs(a)lists.otrs.org" <otrs(a)lists.otrs.org> Subject: [otrs] Replace string in a closed ticket Message-ID: <PA4PR07MB72646491F1DAE8060E753B9AF2F50(a)PA4PR07MB7264.eurprd07.prod.outlook. com> Content-Type: text/plain; charset="iso-8859-1" Hello, I need to replace a string in some notes of a closed ticket. How can I replace the wrong string for the correct one? Thanks.

1 0

Replace string in a closed ticket
by Gestió Servidors 30 Nov '20

30 Nov '20

Hello, I need to replace a string in some notes of a closed ticket. How can I replace the wrong string for the correct one? Thanks.

1 0

Close action templates?
by Nick Bright 11 Aug '20

11 Aug '20

Is there a way to create templates for use with the "Close" action? This "type" is not available when I click "Add Template" -- --------------- Email Signature Nick Bright - VICE PRESIDENT OF TECHNOLOGY P: 888.332.1616 W: valnet.net <https://valnet.net> F: Facebook <https://www.facebook.com/ValnetISP/> This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

1 0

Change the sender name to agent name in article list ?
by JAOUEN Egareg 20 Jul '20

20 Jul '20

Hi all, One frustrating point in using OTRS is that all the sent articles from OTRS Team appears with the same generic name (for example : Support Team) because we use the same generic email address (for example : support(a)support.com<mailto:support@support.com>). Is it possible to change this sender’s name to the agent’s name who effectively did the action (sending the email/response) ? Thanks ! Egareg JAOUEN

2 2

Fwd: Appointments does not show in calendar overview
by Danny Duran 16 Jul '20

16 Jul '20

Hello all, I've been having an issue with OTRS calendar. I want to make appointments and calendar work, however, when I try to make an appointment it doesn´t appear on calendar overview but it does appear correctly in agenda overview. Do you guys have any hint on that? Thanks.

2 1

Forwarding a ticket response closes the ticket? Bug or feature?
by Bruce Johnson 14 Jul '20

14 Jul '20

I don’t recall this happening in the past, but I occasionally forward a response or question from a ticket to another email address; when I did this today, the ticket was closed in both instances, which was not what I wanted. We’re running the current version: PRODUCT = OTRS VERSION = 6.0.28 BUILDDATE = Wed Apr 8 20:40:29 CEST 2020 BUILDHOST = otrsbuild.otrs.com<http://otrsbuild.otrs.com> IS this a bug or a feature? If feature, can it be turned off, I did not want to close the ticket. It’s likely that I hadn’t done this since the last update. -- Bruce Johnson University of Arizona College of Pharmacy Information Technology Group Institutions do not have opinions, merely customs

2 2

Create a new environment variable using LDAP parameters
by Alexis HAUSER 15 May '20

15 May '20

Hi, I found out that it was possible to modify Layout.pm to create a new environment variable. For example, it's possible to create a new variable called "New Variable" : $Self->{NewVariable} = $ConfigObject->Get('DefaultTheme'); And call it inside a .tt template file using : [% Env('NewVariable') %] I would like to get a LDAP parameters to define it there, in the Layout.pm This parameter is defined in Config.pm as "UserEntity", which is actually a parameter in our LDAP that we display on a ticket. What should I do to create a new variable containing it's value ? It seems it's not contained inside a ConfigObject but somewhere else... Regards

2 2

How to deal with error OTRS Scheduler Daemon Cron: MailQueueSend
by Santiago DIEZ 12 May '20

12 May '20

Hi, I received 2 alerts in the past 9 days. I'm using otrs-6.0.28. subject: OTRS Scheduler Daemon Cron: MailQueueSend The body starts with: ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-59 Perl: 5.20.2 OS: linux Time: <DATE> Then there are many lines of debug. One of them being: Message: CommunicationLog([...])::Kernel::System::MailQueue => Temporary problem returned from server, requeuing message for sending. Message: SMTPCode: 451, ErrorMessage: Could not send message to server: 451, Go ahead j4sm19123399wrm.85 - gsmtp! The body finishes with Error: Could not send message with ID '425'! Please refer to the log. Error: Failed. >From the message id (j4sm19123399wrm.85) I could verify that the email was indeed sent one minute later (found the corresponding article using grep on /var/article/). But what does the id 425 refer to? The second alert has the same subject. The body also starts with: ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-59 Perl: 5.20.2 OS: linux Time: <DATE> Then there are many lines of debug. One of them being: Message: CommunicationLog([...])::Kernel::System::MailQueue => Permanent sending problem or we reached the sending attempt limit. Message will be removed The body finishes with Error: Could not send message with ID '520'! Please refer to the log. Error: Failed. I can't find the message id a67sm13838135wmc.30 anywhere in my articles. How can I retrieve the message to try and send it again? Thanks for your help Regards Santiago

2 5

otrs.Daemon.pl process duplicates and becomes unstoppable
by Santiago DIEZ 27 Apr '20

27 Apr '20

Hi, I recently upgraded from otrs-5.0.42 to otrs-6.0.28. One weird thing I'm experiencing is that sometimes the daemon process is unstoppable. So when I start the daemon (bin/otrs.Daemon.pl start), I have the following processes: USER PID STAT START COMMAND otrs 31496 SN 11:09 perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31497 SN 11:09 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31498 SN 11:09 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31499 SN 11:09 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31500 SN 11:09 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31501 SN 11:09 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start The amount of children varies but there is ONLY ONE parent (31496). And then suddenly (I haven't yet been able to find the trigger), a new parent arises (32608) and the old parent changes all of its children at once: USER PID STAT START COMMAND otrs 32608 SN 11:15 perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32627 DN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32628 RN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32629 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32630 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31496 SN 11:09 perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 630 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 631 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 632 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 633 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 634 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start Then if I stop the daemon (bin/otrs.Daemon.pl stop), only the old parent (31496) dies with its children and the new parent (32608) cannot be killed (except with kill -9): USER PID STAT START COMMAND otrs 32608 SN 11:15 perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32627 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32628 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32629 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32630 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start Any idea what is going on? Regards Santiago CAOBA

1 0

What defines a ticket to be 'Available' in view AgentTicketQueue?
by David Bekker 15 Apr '20

15 Apr '20

Hi, Running otrs 6.0.27 I'm trying to make tickets show up in 'Available tickets' in the Queue view (index.pl?action=AgentTicketQueue). However it seems that every ticket ends up in "All tickets". I've expected a ticket to be available when the ticket is unlocked, but that doesn't seem to be the case.. Process that I'm trying to implement is 1. Servicedesk agent gets a new ticket in raw queue. 2. Servicedesk agent will move a ticket to the appropriate queue (e.g. System Engineering) 3. Agents from the System Engineering queue will monitor the 'Available tickets' view and assign the right owner. 4. Ticket will disappear from 'Available tickets' (And still be in the 'All tickets' view) when Owner is assigned. How do I make this work? Greetings, David Bekker

1 0

Ticket state transition New -> Open
by Nick Bright 03 Apr '20

03 Apr '20

What conditions will transition a ticket from New to Open? Is it only an outbound phone call or outbound email? I know that a note doesn't, and an inbound email doesn't; but I thought an inbound phone call would transition the ticket state from New to Open if recorded by an agent. If there's a relevant page in the documentation about this, a link would be helpful. Thanks, -- --------------- Email Signature Nick Bright - VICE PRESIDENT OF TECHNOLOGY P: 888.332.1616 W: valnet.net <https://valnet.net> F: Facebook <https://www.facebook.com/ValnetISP/> This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

2 1

OTRS 5: CustomerID still the email after customer creation
by Seifert, Hagen 02 Apr '20

02 Apr '20

Hello. The following case: A ticket is created from an email. The sender is still not known to us. The CustomerID field then has the value of the email address, the customer information area is empty. Now we create the customer under the corresponding company. The customer information is immediately displayed correctly in the ticket. However, the CustomerID field still has the value of the email address. Is that a bug? Freundliche Grüße / Best regards Hagen Seifert _____________________________________________________ Prozesse und Methoden Phone: +49-7031-4913-34 Fax: +49-7031-4913-55 Mail: h.seifert(a)ssc-services.de<mailto:h.seifert@ssc-services.de> SIP: h.seifert(a)ssc-services.de<sip:h.seifert@ssc-services.de> http://www.ssc-services.de<http://www.ssc-services.de/> SSC-Services GmbH Herrenberger Straße 56 71034 Böblingen Geschäftsführer/Managing Director: Matthias Stroezel, Tobias Rohde Sitz/Domicile: Böblingen Registergericht/Court of Registry: Stuttgart HRB-Nr./ Commercial Register No. 21439 _____________________________________________________

2 1

OTRS 5: Meeting responses should not change ticket state
by Seifert, Hagen 02 Apr '20

02 Apr '20

Hello. We send Outlook appointments with the email address of our OTRS. The answers will then be sent to the OTRS. As we manually enter the ticket number in the subject of the appointment, it will be assigned to the correct ticket. However, it bothers us that the ticket status changes from "wait for reminder" to "open" as soon as a customer accepts an invitation (or declines or accepts it tentative). Can we change this via the admin interface? Freundliche Grüße / Best regards Hagen Seifert _____________________________________________________ Prozesse und Methoden Phone: +49-7031-4913-34 Fax: +49-7031-4913-55 Mail: h.seifert(a)ssc-services.de<mailto:h.seifert@ssc-services.de> SIP: h.seifert(a)ssc-services.de<sip:h.seifert@ssc-services.de> http://www.ssc-services.de<http://www.ssc-services.de/> SSC-Services GmbH Herrenberger Straße 56 71034 Böblingen Geschäftsführer/Managing Director: Matthias Stroezel, Tobias Rohde Sitz/Domicile: Böblingen Registergericht/Court of Registry: Stuttgart HRB-Nr./ Commercial Register No. 21439 _____________________________________________________

1 0

Otrs daemon not running if cache is disabled
by Mathias Waack 09 Mar '20

09 Mar '20

2 1

Re: [otrs] CustomerTicketZoom article sort order
by Jens Köhler 17 Feb '20

17 Feb '20

Hey Roy, thanks a lot! Your solution works like a charm. Have a nice day -----Ursprüngliche Nachricht----- Von: otrs [mailto:otrs-bounces@lists.otrs.org] Im Auftrag von Roy Kaldung Gesendet: Freitag, 14. Februar 2020 20:50 An: User questions and discussions about OTRS. Betreff: Re: [otrs] CustomerTicketZoom article sort order Hi Jens, > On Feb 14, 2020, at 1:53 PM, Jens Köhler <koehler(a)rzhartmann.de> wrote: > > Changing the source code would be fine aswell, but until now I wasn’t successful in finding the corresponding code parts. > you have to change Kernel/Modules/CustomerTicketZoom.pm, all file locations are relative from the OTRS home directory: - create the folder structure Custom/Kernel/Modules/ - copy Kernel/Modules/CustomerTicketZoom.pm to Custom/Kernel/Modules/CustomerTicketZoom.pm - insert after line 138 this: @ArticleList = reverse @ArticleList; Should be from: my @ArticleList = $ArticleObject->ArticleList( TicketID => $Self->{TicketID}, IsVisibleForCustomer => 1, DynamicFields => 0, ); my @ArticleBox; to my @ArticleList = $ArticleObject->ArticleList( TicketID => $Self->{TicketID}, IsVisibleForCustomer => 1, DynamicFields => 0, ); @ArticleList = reverse @ArticleList; my @ArticleBox; Good luck, Roy -- Roy Kaldung --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

1 0

Using dynamic field in notifications when creating ticket
by Alexis HAUSER 17 Feb '20

17 Feb '20

Hi, I tried to use dynamic fields in notifications, using the following syntax : <OTRS_TICKET_DynamicField_Myfield> It worked for escalation notifications and others things, but it seems that the dynamic fields don't get any value when the notification is sent after creating a new ticket. It's replaced instead with "-". Any idea how I can update the dynamic fields values before the notification of a new ticket creation is sent ? Regards Alexis

3 3

CustomerTicketZoom article sort order
by Jens Köhler 14 Feb '20

14 Feb '20

Hey guys, please give me a hint on how to change the sort order of articles in CustomerTicketZoom. For AgentTicketZoom there is a sysconfig option called Ticket::Frontend::ZoomExpandSort, which has no effect on the customer side. Our customers want to have a reverse sort order so that the newest articles are the first ones. Changing the source code would be fine aswell, but until now I wasn't successful in finding the corresponding code parts. Regards Jens

2 1

Tickets By Customer with Customized Fields
by Moises Silva 07 Feb '20

07 Feb '20

Hi Everyone, I need to customize tickets by specific customer, but I don´t if possible in OTRS. Example: For all customer I have 4 types on the ticket (tp1, tp2, tp3, tp4), but for specific customer I need to included the specific type and included the others 4 (tp1, tp2, tp3, tp4, tp5) When I select the tp5, then we need to change the content on priority, only to list p5-1, p5-2 and enable the new dynamic field (TEXT FIELD) with the name TXNEWFIELD. Is there someone that pass for this situation that can help me? Thanks, Moises

2 2

Problem upgrading from OTRS 6.0.25 to 6.0.26
by Rudolf Bargholz 07 Feb '20

07 Feb '20

Hi, I use the following steps to upgrade each OTRS patch Version on Fedora: sudo -i systemctl stop crond.service systemctl stop httpd.service Run the following as "otrs" user: su - otrs /opt/otrs/bin/Cron.sh stop /opt/otrs/bin/otrs.Daemon.pl stop exit Run the following as "root": cd /opt ls rm otrsrpm.rpm -f ls curl http://ftp.otrs.org/pub/otrs//RPMS/rhel/7/otrs-6.0.26-01.noarch.rpm -Lo /opt/otrsrpm.rpm ls rpm -Uvh /opt/otrsrpm.rpm systemctl start httpd.service systemctl start crond.service Run the following as "otrs" user: su - otrs /opt/otrs/bin/otrs.Daemon.pl start /opt/otrs/bin/Cron.sh start After installing the patch, I was no longer able to enter my username and password to log into OTRS. No idea why. Just in case others have the same issue, used the following to revert to the previous version OTRS 6.0.25: Same steps as above, but with curl http://ftp.otrs.org/pub/otrs//RPMS/rhel/7/otrs-6.0.25-01.noarch.rpm -Lo /opt/otrsrpm.rpm rpm -Uvh --oldpackage /opt/otrsrpm.rpm I have tried this a couple of times, going back and forth, and it has worked in each case. Upgrading to patch level 26 results in my no longer being able to log on to OTRS, reverting back to patch level 25 allows me to keep on working in OTRS. Regards Rudolf Bargholz

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Re: [otrs] [ext] Problem upgrading from OTRS 6.0.25 to 6.0.26
by Rudolf Bargholz 07 Feb '20

07 Feb '20

Hi Ralf, Thanks for your interest. I see the following recurring error messages in the log: Fri Feb 7 16:16:28 2020 (Europe/Zurich) error OTRS-CGI-10 Search not executed due to invalid value 'Slave%' on field 'MasterSlave'! Fri Feb 7 16:16:28 2020 (Europe/Zurich) error OTRS-CGI-10 Backend MasterSlave is invalid! Re-installed the OTRSMasterSlave package, but this does not seem to have helped. We have not used this package often, so I will try uninstalling this package, and then re-installing it. Ok, after re-installing the OTRSMasterSlave package the errors seem to have disappeared. The next step will be to re-install the update and then explicitly run the scripts/DBUpdate-to-6.pl script. I ran this script when updating from version 5 to 6, and with each fix pack that I have installed vor version 6 (lots of them, from version 03 onward) I have never had to do this before within a version number, but it is worth a try. Regards Rudolf Bargholz Von: Ralf Hildebrandt<mailto:Ralf.Hildebrandt@charite.de> Gesendet: Freitag, 7. Februar 2020 14:28 An: otrs(a)lists.otrs.org<mailto:otrs@lists.otrs.org> Betreff: Re: [otrs] [ext] Problem upgrading from OTRS 6.0.25 to 6.0.26 * Rudolf Bargholz <Bargholz(a)onlinetravel.ch>: > I have tried this a couple of times, going back and forth, and it has worked in each case. Upgrading to patch level 26 results in my no longer being able to log on to OTRS, reverting back to patch level 25 allows me to keep on working in OTRS. Good. Anything in the logs? (I guess it would log to the same place, and when you go back to the working / old version, you can look at the logs). Ralf Hildebrandt Charit? - Universit?tsmedizin Berlin Gesch?ftsbereich 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 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs * Rudolf Bargholz <Bargholz(a)onlinetravel.ch>: > I have tried this a couple of times, going back and forth, and it has worked in each case. Upgrading to patch level 26 results in my no longer being able to log on to OTRS, reverting back to patch level 25 allows me to keep on working in OTRS. Good. Anything in the logs? (I guess it would log to the same place, and when you go back to the working / old version, you can look at the logs). Ralf Hildebrandt Charit? - Universit?tsmedizin Berlin Gesch?ftsbereich 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 --------------------------------------------------------------------- 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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Advanced filter on incoming tickets
by Manuel Martínez Valls 04 Feb '20

04 Feb '20

Hello, I would like to do somekind of filter depending on the subject, client id and articleBody when receiving emails on a specific queue. I want to check the existence of many phrases (maybe 20 or more) on the Body of the incoming Article, and depending on the match, sometimes, I want to get a "field" following that text to compare with a threshold for that field. The result will be a transition to a queue or another one. For similar but more simple things I'm using a PostMaster Filter, but after reading a bit, I think it would be better to use Process Management to do it. What would you recommend? Regards, Manuel Martínez -- ______________________________________________________________ Cuidemos del medio ambiente. Por favor no imprima este e-mail si no es necesario. Please consider the environment before printing.

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Bitte um g2 Meeting
by Mathias Waack 30 Jan '20

30 Jan '20

1 0

Plugin to return ticket to "previous Owner"?
by Ralf Hildebrandt 16 Jan '20

16 Jan '20

Is tehre a simple -- one click -- way of returning a ticket to the previous owner? Maybe via a plugin? 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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Re: [otrs] [RESOLVED] Change priority by founding a keyword in text part of a new article ?
by JAOUEN Egareg 16 Jan '20

16 Jan '20

Hi, Thank you for your answer. I didn’t even notice the “body” item in ‘search header field’ list… So I tried it out and it worked ! But it worked regardless if it is a new ticket or a new article in existing ticket. As I made tests on Postmaster Filter with another keyword, I tried it on Generic Agent and I saw that “#high” keyword is working where “[high]” keyword is not working. So, with your help, I resolved my case. I only use Generic Agent on CreateTicket with keyword “#high” in the subject or the body of the incoming email to set priority to the maximum value. Thanks, Egareg JAOUEN De : otrs [mailto:otrs-bounces@lists.otrs.org] De la part de Alvaro Cordero Envoyé : Mercʼher 15 Genver 2020 15:33 À : User questions and discussions about OTRS. <otrs(a)lists.otrs.org> Objet : Re: [otrs] Change priority by founding a keyword in text part of a new article ? I think that works well with the postmaster Filters, there is an example in the Admin Manual, You can use a regular expression in the Filter to find the value you are looking for and then you can either use what you found to be set into a field (dynamicField), etc or having found the value, set attributes into tickets such as SLA, Service, Priority etc. Regards El mié., 15 ene. 2020 a las 2:46, JAOUEN Egareg (<egareg.jaouen(a)elitt.com<mailto:egareg.jaouen@elitt.com>>) escribió: Hi all, My agents would like to know if it is possible to use a keyword in the text of an email to create a new ticket with high priority. For the moment, all the new tickets have the default priority set on creation. But some customers want to have a way to notify a kind of priority/gravity. Is it possible to use a template email or a keyword and configure the OTRS behavior to set the priority to a high level where the keyword is found in the email body ? I tried with the Generic Agent and set the parameters as follow : - Event Base Execution (single ticket) : Ticket – TicketCreate - Select Tickets : Text = #high# - Update/Add Ticket Attributes : Set new priority = 5 very high I sent some emails to test that and I can see in the log that the generic agent is well launched after each email reception, but the priority is not set to 5 – very high, despite the search of the #high# keyword brings me all the new tickets I sent for test. The priority remains on the default value. Can anyone help me ? Egareg JAOUEN --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs -- Alvaro Cordero Retana Consultor de Tecnologias Tel: 22585757 ext 123 Email: alvaro(a)gridshield.net<mailto:alvaro@gridshield.net> [Image supprimée par l'expéditeur.]

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create two tickets instead of one
by Christoph Litauer 15 Jan '20

15 Jan '20

Hi, using 5.0.39. When someone sends a request to 2 mail addresses connected to PostMaster Mail Accounts, otrs creates only one ticket in one queue. As the request must be handled by two different teams in different ways I need to be created a new ticket for each mail address in the corresponding queue. Is it possible? -- Kind regards Christoph _________________________________________ Uni Koblenz, Computing Centre, Office A 022 Postfach 201602, 56016 Koblenz Fon: +49 261 287-1311, Fax: -100 1311

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Change priority by founding a keyword in text part of a new article ?
by JAOUEN Egareg 15 Jan '20

15 Jan '20

Hi all, My agents would like to know if it is possible to use a keyword in the text of an email to create a new ticket with high priority. For the moment, all the new tickets have the default priority set on creation. But some customers want to have a way to notify a kind of priority/gravity. Is it possible to use a template email or a keyword and configure the OTRS behavior to set the priority to a high level where the keyword is found in the email body ? I tried with the Generic Agent and set the parameters as follow : - Event Base Execution (single ticket) : Ticket – TicketCreate - Select Tickets : Text = #high# - Update/Add Ticket Attributes : Set new priority = 5 very high I sent some emails to test that and I can see in the log that the generic agent is well launched after each email reception, but the priority is not set to 5 – very high, despite the search of the #high# keyword brings me all the new tickets I sent for test. The priority remains on the default value. Can anyone help me ? Egareg JAOUEN

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Bulk actions on free text/dynamic fields ?
by JAOUEN Egareg 15 Jan '20

15 Jan '20

Hi all, Is there a way to authorize bulk actions on ticket free text or dynamic fields ? I added a field “deliveryRevision” and I would like my agents are able to change the value of this field in bulk action screen along side to change state from ‘open’ to ‘close successful’. I didn’t see where I can configure that behavior in the system conf pages. Can anyone help me ? Egareg JAOUEN

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Agent Activity
by Nick Bright 14 Jan '20

14 Jan '20

Is there a way to use the Reports/Statistics module to create a report that would show Agent Activity (activity being notes, phone calls, emails), this would work along side a report for "Tickets Closed by Agent" to gauge performance metrics for our agents. Suggestions appreciated! Thanks, -- --------------- Email Signature Nick Bright - VICE PRESIDENT OF TECHNOLOGY P: 888.332.1616 W: valnet.net <https://valnet.net> F: Facebook <https://www.facebook.com/ValnetISP/> This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

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Survey Module - Only one?
by Nick Bright 08 Jan '20

08 Jan '20

I've configured two surveys for two different queues in order to send a followup "How did we do?" survey to customers. However, the Survey module seems to only allow one item to be set as Master. This seems a bit restrictive; it should allow one Master per queue. Is there any way to allow the system to send a survey per-queue? -- --------------- Email Signature Nick Bright - VICE PRESIDENT OF TECHNOLOGY P: 888.332.1616 W: valnet.net <https://valnet.net> F: Facebook <https://www.facebook.com/ValnetISP/> This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

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OTRS-6: Ticket with 122 articles causes cgi 100% CPU and unresponsive
by Jeff Johnson 06 Jan '20

06 Jan '20

Greetings, I have (had) a well functioning OTRS6 system until a ticket hit 120+ articles. Now when that ticket is opened by an agent the browser becomes unresponsive and the server otrs/cgi process hits 100% CPU and stays there. Ver: 6.0.11 OS: CentOS 7.7 x86_64, Apache2, mod_perl DB: mariadb Host: 4CPU(2.4GHz) 12GB RAM VMWare VM on quad socket Opteron host. SSD storage. Backend mail: IMAP In an attempt to fix this I have archived many old closed tickets. Optimized the tables in mariadb, used mod_perl. Even tried dialing down Ticket::Frontend::MaxArticlesPerPage and Ticket::Frontend::MaxArticlesZoomExpand down to 10 in hopes of limiting the amount of articles opened or indexed when the ticket was zoomed (or looked at from agent view). None of that worked. Throwing hardware (cores, ram) doesn't fix it. Do I split the ticket? Is there a setting where it won't try and open all 122 articles just to display the most recent article? Thanks!

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[storage04] The reconnection of VPN profile [vpn242] on storage03 has failed
by Mathias Waack 23 Dec '19

23 Dec '19

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

02 Nov '19

2 2

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

1 0

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

1 0

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

1 0

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 - -----------------------------------------------

1 0

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 - -----------------------------------------------

2 1

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 - -----------------------------------------------

4 7

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 > ************************************

2 3

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 - -----------------------------------------------

2 2

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 - > -----------------------------------------------

1 0

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

1 0

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>

3 2

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

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.

1 0

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.

1 0

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

2 1

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

5 10

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

1 0

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

1 1

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>

2 1

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.

1 0

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

2 1

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

2 2

OTRS 6 / AutoMerge by Regex search
by Ml Ml 28 Feb '19

28 Feb '19

Hello again, we have tickets with a unique Order numbers in the Body/Text. Based on that order number we have incoming Ticket "traffic". Right now, i have to manually search for the existing ticket and merge it. How can i automate this? With the Postfilter or Generic Agent? A simple example would be awsome. Cheers, Mario

3 6

Access to attachments in a ticket?
by Ralf Hildebrandt 26 Feb '19

26 Feb '19

I defined a webservice to access tickets via the API. While this seems to work, I'm having problems accessing the attachments in a ticket: % curl -X POST --data '{"Data": [{"Attachments": "1"}]}' \ https://otrs.charite.de/otrs/nph-genericinterface.pl/Webservice/TicketConte… {"Ticket":[{"EscalationResponseTime":0,"Queue":"Proxy","Priority":"3 normal", "RealTillTimeNotUsed":0,"TicketID":273955,"OwnerID":3,"StateID":4,"StateType":"open", "ArchiveFlag":"n","LockID":1,"Lock":"unlock","PriorityID":3,"QueueID":13,"EscalationTime":0, "CustomerUserID":"mfleisch","Owner":"hildeb","Type":"default", "TicketNumber":"2019021810000883","Changed":"2019-02-21 14:28:59","ChangeBy":1,"SLAID":"", "EscalationUpdateTime":0,"EscalationSolutionTime":0,"UnlockTimeout":1550755739,"Age":610639, "Responsible":"root","Title":"python/pyinstaller","CreateBy":1,"UntilTime":0,"ServiceID":"", "CreateTimeUnix":1550498200,"GroupID":1,"Created":"2019-02-18 14:56:40","State":"open", "ResponsibleID":1,"TypeID":1,"CustomerID":"marxxxxxeischer(a)charite.de"}]} -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

1 1

FullTextSearch
by Salač, Martin 22 Feb '19

22 Feb '19

Good afternoon, I have fresh installation of OTRS6 and I face a problem with fulltext search. I observe strange behavior with backslash "\" in search string. If \ is in the middle or at the end of string - search returns no results. \ at the begin of search string is ok and relevant results are returned. Example: Fsdhjk\fkdjshf - no results Djfjksh\sdfs\ - no results \dfslkjsfj - results ok \dfkshj\dffsd - no results \dsdsfgfdgdfg\ - no results (searching at all other special characters like $ , / { } ... ok.) My fulltext search setting: Ticket::SearchIndex::Filters ^[':.]|[':.]$ ^[^\w]+$ Ticket::SearchIndex::ForceUnfilteredStorage Enabled [Yes] Please does anybody have the same experience? Is it possible to configure fulltext search engine to accept \ anywhere in search string to get valid results? Thank You, 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.

3 2

OTRS 6 / AgentArticleZoom => Limit number of Articles
by Ml Ml 22 Feb '19

22 Feb '19

Hello! in AgentArticleZoom you can select if you want to show all articles of a ticket or just one. Can you point me the source code or sysconfig where i could change the "SELECT .... LIMIT 1" to like "SELECT .... LIMIT 10" ? I would like to show all articles OR the last 10 (not just one). Thanks, Mario

2 2

Are FAQ attachments stored differently in MySQL and PostgreSQL?
by Edson Richter 21 Feb '19

21 Feb '19

Hi! Are FAQ attachments stored differently in MySQL and PostgreSQL? I ask that because in MySQL I do have a "BLOB" type for the "content" column, and in PostgreSQL a "TEXT" type. I'll appreciate your directions. Regards, Edson Richter Soli Deo Gloria

1 1

Make certain queues not "cross searchable"
by Hochreiter Martin 21 Feb '19

21 Feb '19

We normaly can search for locked tickets of other agents in any queue of our OTRS 6. For data protection reasons, I need to deactivate that feature for certain queues only could this be done? _____________________ DI (FH) Martin Hochreiter Fachverantwortlicher Systemadministration IT und Infrastruktur Fachhochschule St. Pölten GmbH Matthias Corvinus-Straße 15, 3100 St. Pölten T: +43 (0) 2742 313 228 215 M: +43 (0) 676 847 228 215 E: <mailto:martin.hochreiter@fhstp.ac.at> martin.hochreiter(a)fhstp.ac.at I: <http://www.fhstp.ac.at/> www.fhstp.ac.at FN 146616m, LG St. Pölten, DVR 1028669F

1 0

Error on step 7 DBUpdate-to-3.3.pl
by Rob Mitchell 18 Feb '19

18 Feb '19

Thanks Roy Kaldung for answer directly. I won't take too much of your time. Once again, nothing I'm doing here is urgent - the production instance is fine; I'm working on a dev box and I make a database dump before and after each upgrade, so I can blow it up as many times as I want and can always roll back with no worries. I got the instance upgraded to 3.2 successfully Saturday night. On Sunday I attempted an upgrade to 3.3 on the same Ubuntu 12.04 box I set up and the database update failed on constraint creation. The problems on the old box were a mix of InnoDB and MyIsam storage on different tables, and different charsets and collations, some of the old latin1_swedish_ci. So I set up another box with Ubuntu 18.04LTS with MariaDB on it, set InnoDB as the default storage engine, utf8 as charset for client, connection, database, results, server, and system, and utf8_general_ci as collation for connection, database, and server, all verified by showing the variables. I then restored the post 2.2 upgrade database. Then I proceeded to do a regular upgrade. DBUpdate-to-3.3.sql ran clean. The resulting DB shows InnoDB for all tables and utf8_general_ci as the collation for all the tables except for the following, which I checked and are explicitly created with utfmb4_unicode_ci collation from the dump script create table statements. (this is for info only - None of these tables are involved in the error in step 7) article pm_activity pm_activity_dialog pm_entity pm_entity_sync pm_process pm_transition pm_transition_action sessions Once everything else checked out I attempted once more to run DBUpdate-to-3.3.pl Steps 1-6 done - no issues. Steps 8-13 done - no issues (except the Subroutine Load redefined - no need to worry message in 13 of 13). Back to step 7 - here are results ******************** results start ***************** Step 7 of 13: Updating Queue Standard Template relations table... Cleaning queue_standard_template table Creating new Foreign Keys for queue_standard_template table --- Note: --- If you have already run this script before then the Foreign Keys are already set and you might see errors regarding 'duplicate key' or 'constrain already exists', that's fine, no need to worry! --- ALTER TABLE queue_standard_template ADD CONSTRAINT FK_queue_standard_template_standard_template_id_id FOREIGN KEY (standard_template_id) REFERENCES standard_template (id) ALTER TABLE queue_standard_template ADD CONSTRAINT FK_queue_standard_template_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue (id) [Mon Feb 18 15:09:28 2019] DBUpdate-to-3.3.pl: DBD::mysql::db do failed: Cannot add or update a child row: a foreign key constraint fails (`otrs33`.`#sql-337c_22`, CONSTRAINT `FK_queue_standard_template_queue_id_id` FOREIGN KEY (`queue_id`) REFERENCES `queue` (`id`)) at /opt/otrs/Kernel/System/DB.pm line 493. ERROR: OTRS-DBUpdate-to-3.3-10 Perl: 5.26.1 OS: linux Time: Mon Feb 18 15:09:28 2019 Message: Cannot add or update a child row: a foreign key constraint fails (`otrs33`.`#sql-337c_22`, CONSTRAINT `FK_queue_standard_template_queue_id_id` FOREIGN KEY (`queue_id`) REFERENCES `queue` (`id`)), SQL: 'ALTER TABLE queue_standard_template ADD CONSTRAINT FK_queue_standard_template_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue (id)' Traceback (13267): Module: main::_AddQueueStandardTemplateForeignKeys (unknown version) Line: 556 Module: scripts/DBUpdate-to-3.3.pl (unknown version) Line: 132 ERROR: OTRS-DBUpdate-to-3.3-10 Perl: 5.26.1 OS: linux Time: Mon Feb 18 15:09:28 2019 Message: Error during execution of 'ALTER TABLE queue_standard_template ADD CONSTRAINT FK_queue_standard_template_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue (id)'! Traceback (13267): Module: main::_AddQueueStandardTemplateForeignKeys (unknown version) Line: 559 Module: scripts/DBUpdate-to-3.3.pl (unknown version) Line: 132 done. ******************** results end ******************** I ran Show Create Table queue_standard_template; to see if the FK Constraints took, with the following results: | queue_standard_template | CREATE TABLE `queue_standard_template` ( `queue_id` int(11) NOT NULL, `standard_template_id` int(11) NOT NULL, `create_time` datetime NOT NULL, `create_by` int(11) NOT NULL, `change_time` datetime NOT NULL, `change_by` int(11) NOT NULL, KEY `FK_queue_standard_response_queue_id_id` (`queue_id`), KEY `FK_queue_standard_response_standard_response_id_id` (`standard_template_id`), KEY `FK_queue_standard_response_create_by_id` (`create_by`), KEY `FK_queue_standard_response_change_by_id` (`change_by`), CONSTRAINT `FK_queue_standard_template_standard_template_id_id` FOREIGN KEY (`standard_template_id`) REFERENCES `standard_template` (`id`) ) ENGINE=InnoDB DEFAULT CHARSET=utf8 | Just to verify I ran a select statement to return all constraints: MariaDB [otrs33]> select COLUMN_NAME, CONSTRAINT_NAME, REFERENCED_COLUMN_NAME, REFERENCED_TABLE_NAME -> from information_schema.KEY_COLUMN_USAGE -> where TABLE_NAME = 'queue_standard_template'; +----------------------+----------------------------------------------------+------------------------+-----------------------+ | COLUMN_NAME | CONSTRAINT_NAME | REFERENCED_COLUMN_NAME | REFERENCED_TABLE_NAME | +----------------------+----------------------------------------------------+------------------------+-----------------------+ | standard_template_id | FK_queue_standard_template_standard_template_id_id | id | standard_template | +----------------------+----------------------------------------------------+------------------------+-----------------------+ 1 row in set (0.00 sec) If I'm reading the results correctly I'm missing one constraint on the queue_id table. The first constraint , FK_queue_standard_template_standard_template_id_id appeared to apply correctly. But the second constraint here did not apply: ALTER TABLE queue_standard_template ADD CONSTRAINT FK_queue_standard_template_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue (id) If correctly applied the results should read: ----------------------+----------------------------------------------------+------------------------+-----------------------+ | COLUMN_NAME | CONSTRAINT_NAME | REFERENCED_COLUMN_NAME | REFERENCED_TABLE_NAME | +----------------------+----------------------------------------------------+------------------------+-----------------------+ | standard_template_id | FK_queue_standard_template_standard_template_id_id | id | standard_template | +----------------------+----------------------------------------------------+------------------------+-----------------------+ | standard_template_id | FK_queue_standard_template_queue_id_id | id | queue | +----------------------+----------------------------------------------------+------------------------+-----------------------+ Bottom line: It looks like I either need to simply add the second constraint or I need to add the Key FK_queue_id and then add the constraint, which means I can fix the issue with one or two SQL statements. if this is correct, all I should need is the proper syntax of the one or two statements, then the database should be good to go. Kind regards, Rob Mitchell

1 0

Question on successful upgrade
by Rob Mitchell 17 Feb '19

17 Feb '19

Greetings: I have a task to upgrade an old OTRS server which is on an obsolete OS (Ubuntu server 10.04, believe it or not) and an obsolete OTRS version (3.0.11). I'm doing all the modifications on a dev server I built just for this purpose, so if it blows up, no worries. Prod server specs - Ubuntu 10.04 LTS server, MySQL (Amazon EC2 instance) Dev server specs - Ubuntu 12.04 LTS server, MySQL 5.5.54 The object of the exercise is to get OTRS re-deployed on a new server with a supported OS, supported database version. I am using an older version of server for the dev OS just to get the upgrades through 3.x versions done, will move to a current LTS version server OS (18.04 LTS) and current database server version, and current OTRS version. Running the DBUpdate-to-3.1.mysql.sql script I saw some errors at the end of the script where the Foreign Key Constraints were added. ERROR 1005 (HY000): Can't create table 'table `otrs301`.`#sql-4e5_8d`' (errno: 150) . I was able to clear up the error by manually running the individual ALTER TABLE statements after running SET FOREIGN_KEY_CHECKS=0; prior to running the sql script (reset this to 1 afterward). The statements yielding errors were the following: [code] ALTER TABLE gi_webservice_config ADD CONSTRAINT FK_gi_webservice_config_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE gi_webservice_config ADD CONSTRAINT FK_gi_webservice_config_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE gi_webservice_config ADD CONSTRAINT FK_gi_webservice_config_valid_id_id FOREIGN KEY (valid_id) REFERENCES valid (id); ALTER TABLE gi_webservice_config_history ADD CONSTRAINT FK_gi_webservice_config_history_config_id_id FOREIGN KEY (config_id) REFERENCES gi_webservice_config (id); ALTER TABLE gi_webservice_config_history ADD CONSTRAINT FK_gi_webservice_config_history_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE gi_webservice_config_history ADD CONSTRAINT FK_gi_webservice_config_history_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE gi_debugger_entry ADD CONSTRAINT FK_gi_debugger_entry_webservice_id_id FOREIGN KEY (webservice_id) REFERENCES gi_webservice_config (id); ALTER TABLE gi_debugger_entry_content ADD CONSTRAINT FK_gi_debugger_entry_content_gi_debugger_entry_id_id FOREIGN KEY (gi_debugger_entry_id) REFERENCES gi_debugger_entry (id); ALTER TABLE gi_object_lock_state ADD CONSTRAINT FK_gi_object_lock_state_webservice_id_id FOREIGN KEY (webservice_id) REFERENCES gi_webservice_config (id); ALTER TABLE smime_signer_cert_relations ADD CONSTRAINT FK_smime_signer_cert_relations_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE smime_signer_cert_relations ADD CONSTRAINT FK_smime_signer_cert_relations_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE dynamic_field_value ADD CONSTRAINT FK_dynamic_field_value_field_id_id FOREIGN KEY (field_id) REFERENCES dynamic_field (id); ALTER TABLE dynamic_field ADD CONSTRAINT FK_dynamic_field_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE dynamic_field ADD CONSTRAINT FK_dynamic_field_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE dynamic_field ADD CONSTRAINT FK_dynamic_field_valid_id_id FOREIGN KEY (valid_id) REFERENCES valid (id); [/code] Afterwards I ran select * from information_schema.table_constraints where table_name = 'table_name'; for each of the affected tables and could see that all of the constraints were added correctly. I also checked the table descriptions and ran a select to return * from each of the tables - they are all empty tables, and they were created by the DBUpdate-to-3.1.mysql.sql script. All that is background information. My question is pretty simple: What are these tables for - they are empty now. Were these schema modifications for future prupose? These are the seven tables created. They're all there and the information_schema.table_constraints show the constraints were correctly applied: gi_webservice_config gi_webservice_config_history gi_debugger_entry gi_object_lock_state smime_signer_cert_relations dynamic_field_value dynamic_field I am just wondering what these empty tables are for. OTRS 3.1.21 appears to be running fine - just want to make sure this isn't something that is going to cause any future problems. Thanks, Rob Mitchell Memphis, TN

4 3

Postmaster Filter over subject not working
by Salač, Martin 15 Feb '19

15 Feb '19

Good morning, I notices interesting behavior of postmaster filter in my OTRS6. All filters that search in Subject do not take effect. I defined filtering rule: Name: SubjectSPAM Stop after match: No Filter Condition: Search header field: Subject for value: ---SPAM--- Set Email Headers: Set email header: X-OTRS-Queue with value: IT_SEC::SPAM But does not take effect and ticket is created in default queue. Does not matter what value I put into value field. I have plenty of other filters Search header field over To, Cc, From and these works normaly. Please has anybody ever met this behavior? 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.

1 0

OTRS 6 - MoveTicketLinkedObjects with Appointments
by Ml Ml 14 Feb '19

14 Feb '19

Hello List, i have "MoveTicketLinkedObjects" installed from: https://opar.perl-services.de/dist/MoveTicketLinkedObjects-6.0.1 Which works fine. However, if i add an appointment to the ticket, the LinkeTicket Table moves to the end of the Ticket and just the Appointment stays on top. Can i configure this or is this a bug? Thanks, Mario

2 1

Change text size in Agent Interface
by Alexis HAUSER 13 Feb '19

13 Feb '19

Hi, I am trying to change the size of the displayed messages when you read a ticket. Any idea how to do so ? There is a sysconfig parameter about text size but it only changes the size of the emails sent from "New Email Ticket". Regards Alexis

2 2

Export a ticket list with the first article in excel format
by JAOUEN Egareg 07 Feb '19

07 Feb '19

Hi list, My agents bring me a request and I am not able to resolve it by now. They would like to export in an Excel or CSV format a ticket list where the first article of each ticket will be present. I tried to use the stats or search features but that doesn't work, except for the larger view of search result where we can read the articles linked by ticket. Is there a sysconfig parameter to allow articles (and more precisely the first one and the last one, if possible) to be exported as a column in excel or CSV formats ? If not possible only by configuration, is there an add-on available for OTRS v6 ? Thanks, Egareg JAOUEN Ingénieur Recherche&Développement Tel : +33 2 31 35 34 81 │ egareg.jaouen(a)elitt.com

1 0

Re: [otrs] Slow Tickets with more than 200 Articles, why?
by Matthias.Terlinde＠t-systems.com 07 Feb '19

07 Feb '19

Hey Mario, you can change the standard setting at these keys in the sysconfig: PreferencesGroups###TicketOverviewSmallPageShown PreferencesGroups###TicketOverviewPreviewPageShown PreferencesGroups###TicketOverviewMediumPageShown PreferencesGroups###NotificationViewSmallPageShown PreferencesGroups###DynamicFieldsOverviewPageShown PreferencesGroups###CommunicationLogPageShown Do you have the performance problems with the search or with the queue? If I set this value to 250 tickets per site, I'll get 15 seconds for the "all queue view" and 30 seconds for the search. I bet the operations on the index grow exponential. A possible explanation for your ticket <-> article discrepancy: you could check if merged tickets have an article, if I remember that correctly, the just get the link. Kind regards, Matthias T-SYSTEMS INTERNATIONAL GMBH Telekom Security Matthias Terlinde Cyber Defense Operations Bonner Talweg 100, 53113 Bonn, Germany +49 228 181-73771 (fixed) +49 160 3003113 (mobile) E-mail: matthias.terlinde(a)t-systems.com<mailto:matthias.terlinde@t-systems.com> Internet: www.t-systems.com You can find the compulsory statement on: www.t-systems.com/compulsory-statement BIG CHANGES START SMALL - CONSERVE RESOURCES BY NOT PRINTING EVERY E-MAIL. Hello, i have about 63.000 Articles and 94.000 Tickets (huh? thats possible?) After Upgrading from OTRS 4 to 6 Tickets with more than 200 Articles are very slow. About 30Secs to load. If i set the view to display only the last/one Article it just needs 6 seconds. I read: https://doc.otrs.com/doc/manual/admin/5.0/en/html/performance-tuning.html - i am already using ArticleStorageFS - i am using tmpfs now for /opt/otrs/var/tmp - i archived 22.000 Tickets But the Tickets with many articles are still slow. I have LocalAvatar-6.0.5.opm installed, which prevents slow connections to the outside. I doubbled the RAM (now 24GB) and CPUs (now 12) after Upgrade and it runs on SSDs. The DB is about 5GB (innodb) I cant seem to find a bottleneck on the hardware. I kind of have the feeling its some sort of timeout or call to the outside. What do you think? The search speed is fine. Could a change the ArgentTicketZoom to just Show the last 10 Articles by Default? Thanks, Mario

3 4

AgentTicketCustomer => Customer ID is mandatory
by Ml Ml 05 Feb '19

05 Feb '19

Hello, after updating to OTRS6 the Customer Number in AgentTicketCustomer seems to be mandatory. I checked the code, and if remove readonly="readonly" then it works like i want. How can i fix this with sysconfig? <label for="CustomerID"[% IF Required %] class="Mandatory"[% END %]>[% IF Required %]<span class="Marker">*</span> [% END %][% Translate("Customer ID") | html %]:</label> <div class="Field"> <input type="text" name="CustomerID" id="CustomerID" value="[% Data.CustomerID | html %]" readonly="readonly" class="W75pc[% IF Required %] Validate_Required[% END %] [% Data.CustomerIDInvalid | html %]"/> [% IF Required %] <div id="CustomerAutoCompleteError" class="TooltipErrorMessage"><p>[% Translate("This field is required.") | html %]</p></div> <div id="CustomerAutoCompleteServerError" class="TooltipErrorMessage"><p>[% Translate("This field is required.") | html %]</p></div> [% END %] Thanks, Mario

2 1

Kernel::System::PostMaster::FollowUpCheck::Subject does not act sometimes
by Salač, Martin 01 Feb '19

01 Feb '19

Good afternoon, We have recently upgraded OTRS Community Edition from version 5.0.15 ro 6.0.16. Everything looks ok, tickets, queues, users, customers are in database, but we face problém with FollowUpCheck::Subject and Fulltext Search (sometimes does not return relevant answer). OTRS is not able FollowUp tickets (especially old – created under OTRS5) in some cases. We put into the Subject existing ticket numeber, fe.: Subject: Ticket#2018102470003297 – Some text And instead of FollowUpCheck::Subject new ticket is created: [Ticket#2019020110002788] RE: Ticket#2018102470003297 [...] There is no clue, no patern which could identify what ticked subject will be processed by Kernel::System::PostMaster::FollowUpCheck::Subject. Here is example message log for email where FollowUpCheck::Subject took effect: ▲# Priority Module Information Created … … 3  Kernel::System::PostMaster Subject: RE: [Ticket#2019012810003176] Another scope 01/28/2019 16:20:08 4  Kernel::System::PostMaster Message-ID: <DB6P190MB03101AECFC3788EBAA23522D94960(a)DB6P190MB0310.EURP190.PROD.OUTLOOK.COM<mailto:DB6P190MB03101AECFC3788EBAA23522D94960@DB6P190MB0310.EURP190.PROD.OUTLOOK.COM>> 01/28/2019 16:20:08 5  Kernel::System::PostMaster Message-Id: <DB6P190MB03101AECFC3788EBAA23522D94960(a)DB6P190MB0310.EURP190.PROD.OUTLOOK.COM<mailto:DB6P190MB03101AECFC3788EBAA23522D94960@DB6P190MB0310.EURP190.PROD.OUTLOOK.COM>> 01/28/2019 16:20:08 6  Kernel::System::PostMaster References: <DB6P190MB0310C48C4783DA4A1ACDCA7194960(a)DB6P190MB0310.EURP190.PROD.OUTLOOK.COM<mailto:DB6P190MB0310C48C4783DA4A1ACDCA7194960@DB6P190MB0310.EURP190.PROD.OUTLOOK.COM>>,<1548685161.68886.1030441265(a)otrsm.t-mobile.cz<mailto:1548685161.68886.1030441265@otrsm.t-mobile.cz>> 01/28/2019 16:20:08 7  Kernel::System::PostMaster In-Reply-To: <1548685161.68886.1030441265(a)otrsm.t-mobile.cz<mailto:1548685161.68886.1030441265@otrsm.t-mobile.cz>> 01/28/2019 16:20:08 8  Kernel::System::PostMaster Return-Path: test.user(a)outlook.com<mailto:test.user@outlook.com> 01/28/2019 16:20:08 9  Kernel::System::PostMaster::FollowUpCheck::BounceEmail Searching for header X-OTRS-Bounce. 01/28/2019 16:20:08 10  Kernel::System::PostMaster::FollowUpCheck::Subject Searching for TicketNumber in email subject. 01/28/2019 16:20:08 11  Kernel::System::PostMaster::FollowUpCheck::Subject Found valid TicketNumber '2019012810003176' (TicketID '153158') in email subject. 01/28/2019 16:20:08 12  Kernel::System::PostMaster Found follow up ticket with TicketNumber '2019012810003176' and TicketID '153158'. 01/28/2019 16:20:08 13  Kernel::System::PostMaster::Filter::DetectBounceEmail Checking if is a Bounce e-mail. 01/28/2019 16:20:08 … … etc. And here example where not (and new ticket is crated): ▲# Priority Module Information Created 1  Kernel::System::Email Building message for delivery. 02/01/2019 14:56:54 2  Kernel::System::Email Queuing message for delivery. 02/01/2019 14:56:54 3  Kernel::System::MailQueue Serializing and saving message (ArticleID: 225434, Sender: , Recipient: testuser11(a)t-mobile.cz<mailto:testuser11@t-mobile.cz>, MessageID: <1549029413.175797.530028447(a)otrsm.t-mobile.cz<mailto:1549029413.175797.530028447@otrsm.t-mobile.cz>>) 02/01/2019 14:56:54 4  Kernel::System::MailQueue Successfully stored message for sending. 02/01/2019 14:56:54 5  Kernel::System::Email Successfully queued message for delivery (MessageID: <1549029413.175797.530028447(a)otrsm.t-mobile.cz<mailto:1549029413.175797.530028447@otrsm.t-mobile.cz>>, To: 'testuser11(a)t-mobile.cz', From: '', Subject: '[Ticket#2019020110002788] RE: Ticket#2018102470003297 [...]'). 02/01/2019 14:56:54 6  Kernel::System::MailQueue Sending queued message with id '27572'. 02/01/2019 14:57:11 7  Kernel::System::Email Trying to send the email using backend 'Kernel::System::Email::Sendmail'. 02/01/2019 14:57:11 8  Kernel::System::Email::Sendmail Received message for sending, validating message contents. 02/01/2019 14:57:11 9  Kernel::System::Email::Sendmail Checking availability of sendmail command. 02/01/2019 14:57:11 10  Kernel::System::MailQueue Message successfuly sent! 02/01/2019 14:57:11 Please do You have idea where to fix this kind of behavior? (I mean how to configure OTRS to do FollowUpCheck::Subject ALWAYS for all incomming messages) Looking forward to Your opinions. 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.

1 0

Slow Tickets with more than 200 Articles, why?
by Ml Ml 01 Feb '19

01 Feb '19

Hello, i have about 63.000 Articles and 94.000 Tickets (huh? thats possible?) After Upgrading from OTRS 4 to 6 Tickets with more than 200 Articles are very slow. About 30Secs to load. If i set the view to display only the last/one Article it just needs 6 seconds. I read: https://doc.otrs.com/doc/manual/admin/5.0/en/html/performance-tuning.html - i am already using ArticleStorageFS - i am using tmpfs now for /opt/otrs/var/tmp - i archived 22.000 Tickets But the Tickets with many articles are still slow. I have LocalAvatar-6.0.5.opm installed, which prevents slow connections to the outside. I doubbled the RAM (now 24GB) and CPUs (now 12) after Upgrade and it runs on SSDs. The DB is about 5GB (innodb) I cant seem to find a bottleneck on the hardware. I kind of have the feeling its some sort of timeout or call to the outside. What do you think? The search speed is fine. Could a change the ArgentTicketZoom to just Show the last 10 Articles by Default? Thanks, Mario

1 0

Can you set a static pending time?
by Ml Ml 01 Feb '19

01 Feb '19

Hello List, is it possible to set a static pending time? I would like to have 09:00 p.m. by default. (i dont want to set an PendingTimeDiff). If its not possible, could someone point me to the piece of code where i can set it manually? I wasn´t able to find it. (AgentTicketPending.tt inlcudes AgentTicketActionCommon.tt but i am stuck from here) Thanks, Mario

2 2

TicketAgentMerge Inform Sender => disable by default
by Ml Ml 30 Jan '19

30 Jan '19

Hello List, after Updating to OTRS 6 the "Inform Sender" Box is ticket by default if i merge tickets. <input type="checkbox" id="InformSender" name="InformSender" value="1" [% Data.InformSenderChecked | html %]/> How can i disable (uncheck) it by default? Cheers, Mario

2 1

One OTRS server dealing with two URL/DNS ?
by JAOUEN Egareg 27 Jan '19

27 Jan '19

Hi all ! I am wondering if it is possible to configure OTRS to deal with two different URL ? For example, I installed one OTRS server on www.otrs.example.com<http://www.otrs.example.com> and I would like to use the same OTRS service on www.ticket.example.com<http://www.ticket.example.com>. I would like to be sure that customers dealing with www.ticket.example.com<http://www.ticket.example.com> won’t be annoyed by links pointing to www.otrs.example.com<http://www.otrs.example.com> in the replies. First of all, I created two distinct queues. Then, I created two distinct groups both for agents and customers. I created two distinct email addresses (both for receiving and sending). I can add a DNS entry to point to the public IP where my OTRS server is hosted. But, can I configure OTRS to deal with those two DNS entries/URL ? Thanks, [cid:image001.png@01D49953.9A536940] Egareg JAOUEN Ingénieur Recherche&Développement Tel : +33 2 31 35 34 81 │ egareg.jaouen(a)elitt.com<mailto:egareg.jaouen@elitt.com>

2 1

Tickets count (open, closed) by Customer by Month
by Edson Richter 23 Jan '19

23 Jan '19

How can I extract a report by customer by month with column for total open and total closed? Something like: Customer | Year-Mo | Total Open | Total Closed | Custom X | 2018-12 | 999999 | 999999 | Custom X | 2019-01 | 999999 | 999999 | Total Customer X | 9999999 | 999999 | Custom Y | 2018-12 | 999999 | 999999 | Custom Y | 2019-01 | 999999 | 999999 | Total Customer Y | 9999999 | 999999 | Thanks in advance, Edson Richter Soli Deo Gloria.

1 0

otrs.GenerateDashboardStats.pl maxing out CPU
by Nick Bright 22 Jan '19

22 Jan '19

How can I determine what otrs.GenerateDashboardStats.pl is doing that's maxing out my CPU - this is causing poor UI response for my agents working tickets. System is CentOS 6 with OTRS 3.3 (yes, I know it's old). When I take a look at strace for the PID, it's constantly doing stat("/etc/localtime", {st_mode=S_IFREG|0644, st_size=3543, ...}) = 0 I've kill -9'd the PID for now, but it's re-occurring every hour or so; I'd guess from the OTRS Scheduler. Any suggestions on how to identify? -- ----------------------------------------------- - 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 - -----------------------------------------------

1 1

Email pre filter. Dynamic field. Existing ticket.
by Anthony F McInerney 18 Jan '19

18 Jan '19

Hi all. I'm using the post master pre filter to match subject and set dynamic field. On a new email ticket that works perfectly. For existing tickets. The email is received. Dynamic field gets set in the email. But in the existing ticket that the email goes into the dynamic field is not updated. Can anyone help? Many thanks. Anthony.

2 3

Re: [otrs] otrs Digest, Vol 124, Issue 1 AgentTicketZoom Status 500 after update 5 > 6.0.15
by MikeMorris 07 Jan '19

07 Jan '19

Not sure how useful this feedback is, but over our Christmas break I updated: 3.3.6 -> 3.3.20 -> 4.0.33 -> 5.0.33 -> 6.0.15 (PHEW!!!) and had no such problems. However, I *was* using the tar.gz method, and I stopped at 4.x & 5.x just long enough to check basic functionality, then did the next upgrade. When I got to 6, I did have some troubles, but not the one you describe. However I think that the tar.gz may do you some good if you: Unpack it to a NEW directory Use a Directory "Diff" utility to compare ("Meld" or even just "mc") This will help you find missing files and compare content of different sized files, particularly, "/opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 734" Wish I could help more... Good luck! On 2019-01-07 14:08, otrs-request(a)lists.otrs.org wrote: > > Message: 2 > Date: Wed, 2 Jan 2019 16:25:54 +0000 > From: Pedro Lobo <plobo(a)ubiwhere.com> > To: otrs(a)lists.otrs.org > Subject: [otrs] AgentTicketZoom Status 500 after update 5 > 6.0.15 > Message-ID: > <CAOXmjHg_aWo+TV36tp+U6u8syJHttyRPFHXYhoacZR-gv+3twQ(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hi All, > > I've been holding off updating to version 6 for a while now. Finally > bit > the bullet and Murphy was watching so things went bad :( > > Updated to latest patch level of 5 (5.0.33) before updating to 6. > Followed > the instructions to the letter and used RPM method to update and > install > needed dependencies. Migrate script and everything went ok without any > issues. The only error I got at the time was updating ITSM packages via > command-line, but downloaded OPM and updated ITSM using the bundle. > > All seemed ok until I tried to view a ticket. As soon as I try, I get a > status 500 with the error message "'t locate object method > "ArticleContentIndex" via package "Kernel::System::Ticket" at > /opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 734" > > I've seen a couple posts and most state the problem went away in the > following update or by updating using tar.gz. > > Since I'm on the latest update, can't update again and don't want to go > the > tar.gz way unless it's absolutely necessary. So would appreciate some > indications here if you've come across this issue when updating. > > TIA, > Pedro

1 0

Auto Creation of CustomerID to match Customer User?
by MikeMorris 07 Jan '19

07 Jan '19

I've just made the long trek from version 3.3.6 to 6.0.15. I love the new version's GUI improvements and much of the new functionality, not all of which I've figured out yet! In particular the Customer / CustomerUser relationship is giving me trouble. I think I understand it (that CustomerID is a "company" or "group" of CustomerUsers). Since we don't need that functionality, (we are "B2C", not "B2B") I have: * CustomerCompanySupport => 0, in my Config.pm. In 3.3 when a new/potential customer emailed into our main "info" queue, we would: * copy the customer's email address * select "Customer" from the menu * Paste the email into both the "CustomerID" and "CustomerUser" input fields This worked as expected; all the customer's tickets could be found searching by email. However, now in the "People-Customer" menu popup we can only paste the new email address into Customer User; the CustomerID field is disabled and since the pasted email is new, no Customer ID is available. My Question: Is there a way to avoid manually creating a CustomerID / CustomerUser pair for each new client? I'm fairly sure I'm missing something obvious, but I've spend the last 3 days searching docs, playing with Config.pm, examining the data in ticket & customer_user tables, etc., and I have failed to get it to work as desired. I look forward to any help you can give! Thank you in advance, MikeM

1 0

AgentTicketZoom Status 500 after update 5 > 6.0.15
by Pedro Lobo 07 Jan '19

07 Jan '19

Hi All, I've been holding off updating to version 6 for a while now. Finally bit the bullet and Murphy was watching so things went bad :( Updated to latest patch level of 5 (5.0.33) before updating to 6. Followed the instructions to the letter and used RPM method to update and install needed dependencies. Migrate script and everything went ok without any issues. The only error I got at the time was updating ITSM packages via command-line, but downloaded OPM and updated ITSM using the bundle. All seemed ok until I tried to view a ticket. As soon as I try, I get a status 500 with the error message "'t locate object method "ArticleContentIndex" via package "Kernel::System::Ticket" at /opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 734" I've seen a couple posts and most state the problem went away in the following update or by updating using tar.gz. Since I'm on the latest update, can't update again and don't want to go the tar.gz way unless it's absolutely necessary. So would appreciate some indications here if you've come across this issue when updating. TIA, Pedro

2 1

Pending state new ticket
by William Edwards | Cyberfusion 02 Jan '19

02 Jan '19

When I create a new ticket I can only choose states with type 'open'. When I create a new ticket I often want to use state with name 'waiting for customer' which is of type 'pending auto'. How do I set OTRS to allow me to choose a state with type 'pending auto' or 'pending reminder' for new tickets I create from the admin interface? 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

2 1

Notifications about new messages but don't see them
by William Edwards | Cyberfusion 13 Dec '18

13 Dec '18

I have migrated OTRS to a new server today. I rsync'ed /opt/otrs and ran SetPermissions.pl Everything works fine, but new articles do not appear until I add a new article. Customer A has an active ticket. Customer A replies. I get a notification email and see the star in the OTRS backend. However, when I click the ticket and get an overview of all the articles, the new article does not appear. When I add a new article, such as a note, the new articles appear as unread. Help? 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

Merge tickets that start with same string
by William Edwards 30 Nov '18

30 Nov '18

I have imported tickets from our previous ticket system into OTRS. Every single reply is its own ticket with one article right now. I need to merge these replies together into the tickets that they are about to complete the migration. Each ticket starts with a ticket number. Looking at the ticket number and merging every ticket that starts with that in the subject would do the trick. Before I start typing this: has anyone made a tool to achieve this before so I don’t have to reinvent the wheel?

4 4

Issue with Calendar Overview after migrating from centos6 to centos7
by Raul Ferreira 21 Nov '18

21 Nov '18

Hi, I am upgrading from otrs5/centos6 to otrs6/centos7. For the first step i've instaled the new centos7 server with the same otrs version (5.0.17) Then i restored the configuration/data from the old centos6 server to the new server and all the things seem to be ok. The only strange thing is that "calendar overview" don´t display any appointment, but i can see them on the "agenda overview". All the required modules are instaled in the new centos7 server. Has anyone had a similar situation? Best regards, Raul Ferreira

1 0

Re: [otrs] Stored search with only one parameter
by Rick Heisterhagen 21 Nov '18

21 Nov '18

Hello Ralf, You can use the search attribute " CustomerUserID". Alternatively use "MIMEBase_From" when searching for tickets that have articles form that sender. Check out "/index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Frontend::Agent::View::TicketSearch" for all attributes. /index.pl?Action=AgentTicketSearch;Subaction=Search;MIMEBase_From=Ralf.Hildebrandt(a)charite.de /index.pl?Action=AgentTicketSearch;Subaction=Search;CustomerUserID =Ralf.Hildebrandt(a)charite.de Regards, Rick ------------------------------ Message: 3 Date: Thu, 15 Nov 2018 13:26:49 +0100 From: Ralf Hildebrandt <Ralf.Hildebrandt(a)charite.de> To: otrs(a)otrs.org Subject: [otrs] Stored search with only one parameter Message-ID: <20181115122649.GA17253(a)charite.de> Content-Type: text/plain; charset=utf-8 Is iit possible to create a URL in such a way that a special parametrized search is perfromend within OTRS? I'd lie to link from a webpage to something like: https://otrs.charite.de?Ralf.Hildebrandt@charite.de and that should display all tickets in the queue XYZ and customeruser == Ralf.Hildebrandt(a)charite.de -- Ralf Hildebrandt Charite Universit?tsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Gesch?ftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 ------------------------------ Message: 4 Date: Tue, 20 Nov 2018 11:39:01 +0100 From: Ralf Hildebrandt <Ralf.Hildebrandt(a)charite.de> To: otrs(a)lists.otrs.org Subject: Re: [otrs] [ext] Stored search with only one parameter Message-ID: <20181120103901.GI6169(a)charite.de> Content-Type: text/plain; charset=utf-8 * Ralf Hildebrandt <Ralf.Hildebrandt(a)charite.de>: > Is iit possible to create a URL in such a way that a special > parametrized search is perfromend within OTRS? > > I'd like to link from a webpage to something like: > > https://otrs.charite.de?Ralf.Hildebrandt@charite.de > > and that should display all tickets in the queue XYZ and customeruser > == Ralf.Hildebrandt(a)charite.de Anybody? -- Ralf Hildebrandt Charite Universit?tsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Gesch?ftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 ------------------------------ 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 122, Issue 2 ************************************

1 1

Stored search with only one parameter
by Ralf Hildebrandt 20 Nov '18

20 Nov '18

Is iit possible to create a URL in such a way that a special parametrized search is perfromend within OTRS? I'd lie to link from a webpage to something like: https://otrs.charite.de?Ralf.Hildebrandt@charite.de and that should display all tickets in the queue XYZ and customeruser == Ralf.Hildebrandt(a)charite.de -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

2 2

Can I use upgraded DB on new code install?
by Mike Morris 09 Nov '18

09 Nov '18

Hi, I have an old (3.x) installation that I want to migrate to current 6.x. Can I run the DB upgrade scripts from all intermediate versions against my database, and then expect that upgraded database to work on a brand new installation? (Assuming I handle migration of the config files to the new install, of course.) I don't see why this wouldn't work, but thought I should at least ask the experts... Thanks in advance, Mike Morris

3 2

AUTOREPLY otrs Digest, Vol 122, Issue 1
by baer＠opm-computer.de 09 Nov '18

09 Nov '18

Sehr geehrte Damen und Herren, in der Zeit vom 02.11.2018 bis einschließlich 18.11.2018 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, 0203-378530, oder an Herrn Hesselmann (hesselmann(a)opm-computer.de) 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. Re: Mysql Timeouts? (=?UTF-8?B?TFEgTWFyc2hhbGw=?=) 2. Fail to update DB to 6 (Alvaro Cordero) 3. Can I use upgraded DB on new code install? (Mike Morris) 4. Re: Can I use upgraded DB on new code install? (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Mon, 29 Oct 2018 12:10:31 -0700 From: "=?UTF-8?B?TFEgTWFyc2hhbGw=?=" <qmarshall(a)iNetSpace.net> To: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> Subject: Re: [otrs] Mysql Timeouts? Message-ID: <mailman.1009.1541737606.22665.otrs(a)lists.otrs.org> Content-Type: text/plain; charset="utf-8" MartinExamine Mysql for connectivity/performance issues - Check mysql logs.L.Q. MarshallOne's strength is only determined when the challenge seems overwhelming.<div> </div><div> </div><div>-------- Original message --------</div><div>From: Hochreiter Martin <martin.hochreiter(a)fhstp.ac.at> </div><div>Date: 10/29/18 07:46 (GMT-07:00) </div><div>To: otrs(a)lists.otrs.org </div><div>Subject: [otrs] Mysql Timeouts? </div><div> </div> Dear members, I have a strange syslog on Ubuntu 18.04: otrs Aborted connection XXX to db: Got timeout reading communication OTRS seems to be working - how can I solve that? Kind regards _____________________ DI (FH) Martin Hochreiter --------------------------------------------------------------------- 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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Fail to update DB to 6
by Alvaro Cordero 02 Nov '18

02 Nov '18

Hello, I am running a migration process of an OTRS 5.0.30 to OTRS 6.0.12 on CentOS 7 with MariaDB and during DB-Migrate-to-6 execution I get the following error. The first time I ran, it told me there were some orphaned articles and some orphaned tags and asked to delete them. I tried reloading the original Database and those orphaned messages disappeared but It keeps giving the error. Step 29 of 42: Post changes on article related tables ... [Fri Nov 2 21:07:29 2018] DBUpdate-to-6.pl: DBD::mysql::db do failed: Cannot add or update a child row: a foreign key constraint fails (`otrs`.`#sql-955_4c109`, CONSTRAINT `FK_article_data_mime_create_by_id` FOREIGN KEY (`create_by`) REFERENCES `users` (`id`)) at /opt/otrs/Kernel/System/DB.pm line 470. ERROR: OTRS-otrs.Console.pl-Maint::Database::Check-1 Perl: 5.16.3 OS: linux Time: Fri Nov 2 21:07:29 2018 Message: Cannot add or update a child row: a foreign key constraint fails (`otrs`.`#sql-955_4c109`, CONSTRAINT `FK_article_data_mime_create_by_id` FOREIGN KEY (`create_by`) REFERENCES `users` (`id`)), SQL: 'EXECUTE FKStatement' Traceback (123074): Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBString Line: 394 Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBArray Line: 342 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::_UpdateArticleDataMimeTable Line: 286 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::Run Line: 52 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-Maint::Database::Check-1 Perl: 5.16.3 OS: linux Time: Fri Nov 2 21:07:29 2018 Message: Error during execution of 'EXECUTE FKStatement'! Traceback (123074): Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBString Line: 397 Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBArray Line: 342 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::_UpdateArticleDataMimeTable Line: 286 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::Run Line: 52 Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157 Module: scripts::DBUpdateTo6::Run Line: 69 Module: scripts/DBUpdate-to-6.pl Line: 87 Not possible to complete migration, check previous messages for more information. -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro(a)gridshield.net

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Re: [otrs] Mysql Timeouts?
by LQ Marshall 29 Oct '18

29 Oct '18

MartinExamine Mysql for connectivity/performance issues - Check mysql logs.L.Q. MarshallOne's strength is only determined when the challenge seems overwhelming.<div> </div><div> </div><div>-------- Original message --------</div><div>From: Hochreiter Martin <martin.hochreiter(a)fhstp.ac.at> </div><div>Date: 10/29/18 07:46 (GMT-07:00) </div><div>To: otrs(a)lists.otrs.org </div><div>Subject: [otrs] Mysql Timeouts? </div><div> </div> Dear members, I have a strange syslog on Ubuntu 18.04: otrs Aborted connection XXX to db: Got timeout reading communication OTRS seems to be working - how can I solve that? Kind regards _____________________ DI (FH) Martin Hochreiter --------------------------------------------------------------------- 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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Mysql Timeouts?
by Hochreiter Martin 29 Oct '18

29 Oct '18

Dear members, I have a strange syslog on Ubuntu 18.04: otrs Aborted connection XXX to db: Got timeout reading communication OTRS seems to be working - how can I solve that? Kind regards _____________________ DI (FH) Martin Hochreiter

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Appointment Notification Filter "Calendar"
by Rick Heisterhagen 29 Oct '18

29 Oct '18

Hello, I would like to create a new Appointment Notification which only applies for a specific calendar but the field is greyed out "not available". According to the documentation some features are only available for OTRS Business Solution so I created a trial account but there it is also greyed out. How can I enable this field? Best Reagrds, Rick

1 0

Multiple signatures for one queue
by Matthias.Terlinde＠t-systems.com 26 Oct '18

26 Oct '18

Dear list, is it possible to set more than one fixed signature for one queue? I want to set an English and German signature for the same queue and the agent should be able to choose between them like the mail templates. I found a few old otterhub entries for version 3.0 but I think that there isn't any solution in version 6? Kind regards, Matthias T-SYSTEMS INTERNATIONAL GMBH Telekom Security Matthias Terlinde Cyber Defense Operations Bonner Talweg 100, 53113 Bonn, Germany +49 228 181-73771 (fixed) +49 160 3003113 (mobile) E-mail: matthias.terlinde(a)t-systems.com<mailto:matthias.terlinde@t-systems.com> Internet: www.t-systems.com You can find the compulsory statement on: www.t-systems.com/compulsory-statement BIG CHANGES START SMALL - CONSERVE RESOURCES BY NOT PRINTING EVERY E-MAIL.

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Allow customers to read other customer's tickets - OTRS 6
by Willian Silva 01 Oct '18

01 Oct '18

Hello ! Is it possible allow customers to read other customer's tickets at customer's interface ? Best regards, Willian Silva.

2 1

Monitoring of the queues
by Ralf Hildebrandt 28 Sep '18

28 Sep '18

We#d like to programmatically query the number new or open tickets in our OTRS 5 installation. How would we go about doing that? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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The performing of script DBUpdate-to-6.pl never ends
by Willian Silva 27 Sep '18

27 Sep '18

Hello, I am trying to do an upgrade from OTRS 5.0.22 to OTRS 6.0,11. When I perform (as otrs user) the script DBUpdate-to-6.pl, it stops at this point: *Requirement check for: Create entries in new article table ...* The performing of the script does not proceed, never ends ! Any ideas ? Best Regards, Willian Silva.

2 2

Query String for Searching tickets
by Alexis HAUSER 25 Sep '18

25 Sep '18

Hi, I would like to add a link in a web application that would search for a user in OTRS, for example, by using query strings. I found out it was possible to reach the search with the following URL : [ https://support-disi.imt-atlantique.fr/otrs/index.pl?Action=AgentTicketSear… | https://mysupport.com/otrs/index.pl?Action=AgentTicketSearch;SubAction=Open… ] However, it doesn't seem to be able to pass a parameter like search=something or FullText=something i.e. [ https://support-disi.imt-atlantique.fr/otrs/index.pl?Action=AgentTicketSear… | https://mysupport.com/otrs/index.pl?Action=AgentTicketSearch;SubAction=Open… ] Any ideas what query strings I can use to make a specific search ? Regards

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Agent Ticket Forward - Attachments
by Kristofer Pettijohn 21 Sep '18

21 Sep '18

When viewing an article and clicking "Forward" I noticed that attachments are not included. Is this by design, a bug, or is there an option to include the original attachments some how? It seems as though inline attachments are kept, but not others. I checked the AgentTicketForward SysConfig options, but do not see any settings for choosing whether or not attachments can be included. Thanks, Kris

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OTRS 6.0.10 Auth Sync Bug?
by DHilsbos＠performair.com 19 Sep '18

19 Sep '18

All; I believe I have run into a bug in how Auth.pm handles Auth Sync modules in OTRS 6.0.10. I have two different LDAP (Active Directory) domains which need to authenticate agents, thus I have the following in Config.pm: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '<AD_DC_0_IP>'; . . . $Self->{'AuthModule::UseSyncBackend'} = 'AuthSyncBackend'; $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = '<AD_DC_0_IP>'; . . . $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '<AD_DC_1_IP>'; . . . $Self->{'AuthModule::UseSyncBackend1'} = 'AuthSyncBackend'; $Self->{'AuthSyncModule1'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host1'} = '<AD_DC_1_IP>'; . . . I'm sorry, I don't have line numbers for this, but the problem appears to come from here: # configured auth sync backend my $AuthSyncBackend = $ConfigObject->Get("AuthModule::UseSyncBackend$Count"); // Despite $Count being 1, the configuration for host 0 is returned here. if ( !defined $AuthSyncBackend ) { $AuthSyncBackend = $ConfigObject->Get("AuthModule{$Count}::UseSyncBackend"); } # for backwards compatibility, OTRS 3.1.1, 3.1.2 and 3.1.3 used this wrong format (see bug#8387) # sync with configured auth backend if ( defined $AuthSyncBackend ) { # if $AuthSyncBackend is defined but empty, don't sync with any backend if ($AuthSyncBackend) { # sync configured backend $Self->{$AuthSyncBackend}->Sync( %Param, User => $User ); // Attempts to sync against host 0, when authenticated by host 1 } } I don't believe this is the correct fix, but by changing these lines from: if ($AuthSyncBackend) { . . . $Self->{$AuthSyncBackend}->Sync( %Param, User => $User ); To: if ("AuthSyncBackend$Count") { . . . $Self->{"AuthSyncBackend$Count"}->Sync( %Param, User => $User ); Synchronization occurs correctly. Thank you, Dominic Hilsbos Director - Information Technology Perform Air International Inc. DHilsbos(a)PerformAir.com www.PerformAir.com

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Proxying OTRS Customer Portal
by DHilsbos＠performair.com 06 Sep '18

06 Sep '18

All; I'm going to be setting up a new OTRS 6 instance with the customer portal facing the Internet. For security purposes I will be reverse proxying the customer portal, over HTTPS, using nginx. The default installation of OTRS has the customer portal at <hostname>/otrs/customer.pl, since I will be reverse proxying anyway, I'd like this to appear at <hostname>/. Are there any special directives I should include in the nginx reverse proxy configuration to smooth this setup? Has anyone done this before, and would be willing to give me some pointers? Thank you, Dominic Hilsbos Director - Information Technology Perform Air International Inc. DHilsbos(a)PerformAir.com 300 S. Hamilton Pl. Gilbert, AZ 85233 Phone: (480) 610-3500 Fax: (480) 610-3501 www.PerformAir.com

2 2

Agent LDAP Issue
by DHilsbos＠performair.com 04 Sep '18

04 Sep '18

All; As I mentioned last week, I'm setting up a new OTRS 6 instance. I have experience running OTRS 5. In my OTRS 5 instance, we have one agent backend linked to LDAP (Active Directory), and several Customer backends linked to LDAP (Active Directory). For this new instance we'll have several agent backends, linked to LDAP (Active Directory), and we'll use the default behavior for Customers. I've run into an issue where I least expected it, with the LDAP configuration. Here's the message I'm getting: ERROR: OTRS-CGI-64 Perl: 5.16.3 OS: linux Time: Tue Sep 4 08:59:56 2018 Message: Search failed! 000004DC: LdapErr: DSID-0C09075A, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, v1db1 RemoteAddress: 10.2.59.1 RequestURI: /otrs/agent.pl Traceback (31582): Module: Kernel::System::Auth::LDAP::Auth Line: 215 Module: Kernel::System::Auth::Auth Line: 152 Module: Kernel::System::Web::InterfaceAgent::Run Line: 248 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_agent_2epl::handler Line: 40 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-64 Perl: 5.16.3 OS: linux Time: Tue Sep 4 08:59:56 2018 Message: No UserID found for '<username>'! RemoteAddress: 10.2.59.1 RequestURI: /otrs/agent.pl Traceback (31582): Module: Kernel::System::User::UserLookup Line: 968 Module: Kernel::System::Auth::Auth Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run Line: 248 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_agent_2epl::handler Line: 40 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 I find this odd, because the initial bind does seem to be occurring, i.e. the first bind error isn't being generated at line 192 of Auth::LDAP, and it doesn't seem to attempt to re-bind until line 308. Does anyone have any pointers on what I might be missing here? Thank you, Dominic L. Hilsbos Director - Information Technology Perform Air International Inc. DHilsbos(a)PerformAir.com 300 S. Hamilton Pl. Gilbert, AZ 85233 Phone: (480) 610-3500 Fax: (480) 610-3501 www.PerformAir.com

1 1

REMOTE_USER not available for HTTPBasicAuth
by Jason Haar 24 Aug '18

24 Aug '18

Hi there I'm wanting to protect otrs behind a SSO apache module (auth_openidc). That module sets a bunch of environment variables that I can see via a PHP script - including of course REMOTE_USER. But otrs doesn't seem to see REMOTE_USER. I'm using the latest "OTRS Patch level 10" release for CentOS-7. It works fine in standard mode - but trying to flip it to HTTPBasicAuth just causes it to trigger "Login failed! Your user name or password was entered incorrectly". I then created /opt/otrs/bin/cgi-bin/test.pl to just print out all env variables, and I can see REMOTE_ADDR, SCRIPT_NAME - but not REMOTE_USER I then copied that perl CGI to /var/www/cgi-bin, and running that *does* show REMOTE_USER. So the config for otrs is different? I haven't touched CGI before so I'm at a loss to figure out what's gone wrong. Does the otrs install strip it out or something? The install seems to use mod_perl (I can see MOD_PERL defined) - but /var/www/cgi-bin does not use mod_perl (that var isn't showing) - so I suspect that's involved - but I don't know how... Any ideas? Thanks -- Cheers Jason Haar Information Security Manager, Trimble Navigation Ltd. Phone: +1 408 481 8171 PGP Fingerprint: 7A2E 0407 C9A6 CAF6 2B9F 8422 C063 5EBB FE1D 66D1

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Ticket Process do not add attachments
by Alvaro Cordero 23 Aug '18

23 Aug '18

Hello, I am using otrs-community version 6.0.10 with some processes configured. My installation es running on CentOS 7.5. with apache and MariaDB. My ArticleStorge Module is set to File System. I found out that when creating a Ticket Process or using any of the AD, even if I can choose an attachment it does not get attached to the Ticket. I can use a regular note screen and add attachments. Has anyone seen this issue before. I don't see any logs on this issue. -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro(a)gridshield.net

2 2

OTRS 6.0.10 - Survey - Missing parameter Year
by Matthias Weigel 21 Aug '18

21 Aug '18

Hello, after I successfully migrated from OTRS 5.0.23 to OTRS 6.0.10, I also upgraded the ITSM and the Survey module to the latest versions. All needed perl modules are fine and properly installed. Now I receive the following errors: Subject: OTRS Scheduler Daemon Cron: SurveyRequestsSend ERROR: OTRS-otrs.Console.pl-Maint::Survey::RequestsSend-10 Perl: 5.20.2 OS: linux Time: Tue Aug 7 19:20:07 2018 Message: Missing parameter Year. Traceback (30907): Module: Kernel::System::DateTime::_CPANDateTimeObjectCreate Line: 1846 Module: Kernel::System::DateTime::new Line: 151 Module: Kernel::System::ObjectManager::_ObjectBuild Line: 306 Module: Kernel::System::ObjectManager::Create Line: 241 Module: Kernel::System::Survey::Request::RequestSend Line: 470 Module: Kernel::System::Console::Command::Maint::Survey::RequestsSend::Run Line: 136 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: (eval) Line: 144 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 232 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: bin/otrs.Daemon.pl Line: 137 ERROR: OTRS-otrs.Console.pl-Maint::Survey::RequestsSend-10 Perl: 5.20.2 OS: linux Time: Tue Aug 7 19:20:07 2018 Message: Error creating DateTime object. Traceback (30907): Module: Kernel::System::DateTime::new Line: 154 Module: Kernel::System::ObjectManager::_ObjectBuild Line: 306 Module: Kernel::System::ObjectManager::Create Line: 241 Module: Kernel::System::Survey::Request::RequestSend Line: 470 Module: Kernel::System::Console::Command::Maint::Survey::RequestsSend::Run Line: 136 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: (eval) Line: 144 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 232 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: bin/otrs.Daemon.pl Line: 137 It seems like the Survey Module can't determine the Year to use? Did anyone ever run into the same problem? Thanks in advance. Cheerio -- Matthias Weigel -- --------------------------------------------- Headquarters: Berlin, Potsdamer Platz 11 in 10785 Berlin Geschäftsführer: Robin Behlau (CEO), Mathias Klement, Frank Moser Beiratsvorsitzender: Mario Kohle Amtsgericht Charlottenburg: HRB 114881B Ust-ID.: DE261092767 --------------------------------------------- Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail sind nicht gestattet.

1 0

create new link types
by Marcin Chmielewski 15 Aug '18

15 Aug '18

Hi I'm looking for information - is there possibilty to create my own link types in Otrs ? I'm using version 5s with itsm modules. Marcin

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How to add Dynamicfields to Tickets recived through mail
by Karlos Jelez 06 Aug '18

06 Aug '18

Hi guys, I did enable Dynamic fieds in ViewPhone and Ticket email, both of theme when agent start the ticket. My question is how to add Dynamicfields to Tickets recived through mail? Thanks a lot Karlos

3 5

OTRS 6 - problems with getting auto-responses sent as expected
by Stanford, Philip N. 03 Aug '18

03 Aug '18

We've recently moved from an ancient 3.0 version of OTRS to 6.0.10 (+ ITSM). Following this move, we're having problems getting auto-responses generated from some inbound emails. All our emails are handled by OTRS from a single IMAP mailbox, but arrive at that mailbox from a series of routes and with different 'To:' addresses. OTRS uses the System Email address to dispatch to a particular queue, and that queue has auto responses set. For some inbound messages we also use Postmaster Filters to direct tickets to particular queues, and set X-OTRS-Loop to 'true' where relevant to stop auto-responses. Some of our mails arrive at the OTRS mailbox after being redirected via an Office 365 mailbox, and it's these mails that are no longer generating an auto-response - this used to work on the OTRS 3.0 system. Instead, when looking at the ticket history, we are seeing this information message: Sent no auto-response because the sender doesn't want an auto-response (e. g. loop or precedence header) (Misc) However, as far as we can tell, no postmaster filters are being invoked, and this inbound email doesn't have any headers that would seem to trigger this behaviour. There's certainly no X-OTRS-Loop header, or 'Precedence' header. I've sanitised the received headers for a an email that triggers this behaviour - I've removed the header values but the attached file shows what headers are included. If a mail is directed straight at the OTRS mailbox rather than having to be re-directed via the Office 365 mailbox, the auto-responses get generated as expected (unless intentionally blocked by a postmaster filter). This suggests that maybe Office 365 is putting in some extra headers that trigger the warning. 1) Is there any way to check whether any postmaster filters ARE being invoked for a specific ticket - this used to be in the logs but I can't spot it in the OTRS 6 communication logs or elsewhere. 2) Is there any obvious header in the attached file that might trigger this issue? 3) Is there any Sysconfig option that might alter this behaviour? Thanks Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________

1 0

3.x upgrade path question
by Mike Morris 01 Aug '18

01 Aug '18

Hi All, /I've been pretty much lurking on this list for years... and am embarrassed to admit this, but:/ I have a 3.3.6 installation that I'm finally turning my attention toward upgrading. I want to migrate from an in-house server to a cloud hosted one in the process, so I don't need (want) to do a series of in-place upgrades if I don't have to. Questions: * Can I collect the DB upgrade scripts for all versions between 3.3.6 and current 6.x, run the upgrade scripts sequentially against my DB, and then just copy the DB into place on a brand new 6.x installation and have it work? o A bit of an over simplification... I know I've got to copy over the ZZZAuto.pm files necessary with any upgrade. o I have no custom Output "skins", but use plenty of Response Templates. Any other Config file system worries? * I am using external storage (Ticket::StorageModule = ArticleStorageFS) for attachments. The path to FS storage would (possibly) change on a new host. Am I right that properly setting the "ArticleDir" value will make this transparent? Thanks in advance, MikeM

2 1

upgrade from 5.0.x to 6.0.8, stuck on a query
by Matteo Sgalaberni 24 Jul '18

24 Jul '18

Hello, I'm simulating the upgrade to 6.0.8 with postgresql. During the DB-update-to-6 script I see : - Error: The following sequences with possible wrong names have been found. Please rename them manually. pop3_account_id_seq standard_response_id_seq standard_response_attachment_id_seq system_user_id_seq ticket_link_ticket_id_master_seq ticket_link_ticket_id_slave_seq How I have to rename to? is it documented in some way this? - the process remain stuck on: Requirement check for: Create entries in new article table ... I see that the script it's waiting a running a query: SELECT COUNT(article_flag.article_id) FROM article_flag WHERE (article_flag.article_id NOT IN (SELECT article.id FROM article)) OR (article_flag.article_id IN (SELECT article.id FROM article WHERE article.ticket_id NOT IN (SELECT ticket.id FROM ticket))) the query it's running since over two hour... I digged...this is the planner of the query: QUERY PLAN ------------------------------------------------------------------------------------------------- Aggregate (cost=18890210286.49..18890210286.49 rows=1 width=8) -> Seq Scan on article_flag (cost=9800.98..18890209735.48 rows=220403 width=8) Filter: ((NOT (SubPlan 1)) OR (SubPlan 3)) SubPlan 1 -> Materialize (cost=0.00..63789.83 rows=545989 width=8) -> Seq Scan on article (cost=0.00..58926.89 rows=545989 width=8) SubPlan 3 -> Materialize (cost=9800.98..72524.81 rows=272994 width=8) -> Seq Scan on article article_1 (cost=9800.98..70092.84 rows=272994 width=8) Filter: (NOT (hashed SubPlan 2)) SubPlan 2 -> Seq Scan on ticket (cost=0.00..9183.58 rows=246958 width=8) (12 rows) my article table it's 646MB and contain 500k records. It's not so huge but this query seems not optimised in order to work fast on this scenario. What do you suggest to speedup the process? Thanks Matteo

1 0

can't login after Update (OTRS 5 > 6)
by Soeren Fritsche 23 Jul '18

23 Jul '18

After updating from OTRS 5 to OTRS 6 we can't login. The login button ist not responding. here some lines from the Errorlog: ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-11 Perl: 5.22.1 OS: linux Time: Mon Jan 8 16:52:02 2018 Message: CommunicationLog(ID:312,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:608)::Kernel::System::MailQueue => Permanent sending problem or we reached the sending attempt limit. Message will be removed Traceback (1511): Module: Kernel::System::CommunicationLog::_LogError Line: 538 Module: Kernel::System::CommunicationLog::ObjectLog Line: 306 Module: Kernel::System::MailQueue::_SendError Line: 853 Module: Kernel::System::MailQueue::Send Line: 689 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Send Line: 194 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Run Line: 143 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: (eval) Line: 144 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 235 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: /opt/otrs//bin/otrs.Daemon.pl Line: 137

5 6

Delete attachments
by PREF31 OTRS 18 Jul '18

18 Jul '18

Hi, I have too many attachments on my database. Can I delete oldest attachments directly on the hard drive? I did a test and it seam correct but your views will help me. Thanks and best regards. Claude Pour une administration exemplaire, préservons l'environnement. N'imprimons que si nécessaire.

4 4

OTRS 5 - Hiding fields from Create New Phone Ticket screen
by Willian Silva 17 Jul '18

17 Jul '18

Hi guys. How can I hide fields like: Service, SLA, Owner, Responsible from the new phone ticket screen ? I wanna hide this for certain agents / roles. Is it possible ? Best regards, Willian Silva.

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Re: [otrs] Mapping a single user acct to multiple Customer Orgs?
by LQ Marshall 11 Jul '18

11 Jul '18

On 7/11/18 05:45 (GMT-05:00) TC said....We have a user that would like to be able to view OTRS tickets from 2 different projects/orgs. Q: Is there a way to associate a user acct to more than one Customer org ? Been a while since setting this up but the following link should help get you started... https://forums.otterhub.org/viewtopic.php?f=60&t=7531&p=29632#p29632 L. Marshall One's strength is only determined when the challenge seems overwhelming. null

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Mapping a single user acct to multiple Customer Orgs?
by TC 11 Jul '18

11 Jul '18

We have a user that would like to be able to view OTRS tickets from 2 different projects/orgs. Q: Is there a way to associate a user acct to more than one Customer org ? Thanks in advance for any hints on how to do this !

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Re: [otrs] Reply with empty body
by sysadmin.caos 10 Jul '18

10 Jul '18

Sorry, but I don't understand your answer... "Forward or Communication/New Email" are options in any configuration menu? > Message: 2 > Date: Tue, 3 Jul 2018 18:38:54 -0400 > From: Gerald Young <crythias(a)gmail.com> > To: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> > Subject: Re: [otrs] Reply with empty body > Message-ID: > <CAKk-oU+GKNqqZNby2ZsAd8wmgfzHvF_2R_LzxVBq_Ohe-T_ecQ(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Forward or Communication/New Email might be of interest. >

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Stats graph
by Danny Josue Duran Calderon 09 Jul '18

09 Jul '18

Greetings! Is there a way to do a stats graph in the statistics module similar to the 7 days stats on dashboard? I would like to do this with some filter per queue if its possible.

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Reply with empty body
by Sysadmin CAOS 03 Jul '18

03 Jul '18

Hello, is there any way for configuring OTRS to reply a ticket with an email and, then, when "AgentTicketZoom" opens ticket, body appears empty, not with standard message and others appended messages? I always remove all "body mail" that appears in "AgentTicketZoom". Thanks.

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hash value in otrs.Console.pl
by carlos calvo 02 Jul '18

02 Jul '18

Hi! i am running OTRS 6.0.8 and trying to setting things up over the console utility, otrs.Console.pl I would like to configure a value in one of the parameters " Ticket::Frontend::AgentTicketCompose###DynamicField", but OTRS keeps complaining about the value type not being a hash. *Does anyone has an idea how to provide a hash value over this interface. I've tried several options but none did really worked out.* > [otrs@bss-otrs bin]$ perl ./otrs.Console.pl Admin::Config::Update > --setting-name Ticket::Frontend::AgentTicketCompose###DynamicField --value > "(AgentID => '1')" > Updating setting value... > ERROR: OTRS-otrs.Console.pl-Admin::Config::Update-15 Perl: 5.16.3 OS: > linux Time: Sat Jun 30 00:50:06 2018 > * Message: Setting Ticket::Frontend::AgentTicketCompose###DynamicField > Effective value is not correct: Its not a hash!* > Traceback (31978): > Module: Kernel::System::SysConfig::ConfigurationDeploy Line: 3483 > Module: Kernel::System::Console::Command::Admin::Config::Update::Run > Line: 170 > Module: (eval) Line: 461 > Module: Kernel::System::Console::BaseCommand::Execute Line: 454 > Module: Kernel::System::Console::InterfaceConsole::Run Line: 80 > Module: ./otrs.Console.pl Line: 38 > Error: Deployment failed! Br&Tx Carlos.

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New Ticket Category View -- Add Owner Field
by Johnnie Rucker 28 Jun '18

28 Jun '18

OTRS 6 Community, Is there a way to show the "Owner" field on the New Tickets dashboard view? Currently the dashboard shows the Ticket#, Age, Title. I want to add the "Owner" category field to show if the ticket has been assigned to an individual. Please help. Thanks! Thank You, Johnnie Rucker General Manager (954) 379-3201 - Office (FL) (787) 520-9528 - Office (Puerto Rico) <http://encoreglobalsolutions.com/> http://encoreglobalsolutions.com/

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Filter of owners in view of tickets by states
by Ing. Jesus Rivera 21 Jun '18

21 Jun '18

Good morning, how do I operate the Owners filter in the ticket view by states? When I try to filter it, it appears blank. -- ------------------------- ING. JESÚS RIVERA TEL: 0426-4840899 DIRECCIÓN DE AIT RESPONSABLE DEL DEPARTAMENTO DE SEGURIDAD DE LA INFORMACIÓN

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OTRS tag list
by Alexis HAUSER 19 Jun '18

19 Jun '18

Hi, Is there a place with a list of OTRS tags (for example for signature) ? Is it possible to create custom tags ? For example, Iike would like the LDAP attributes of agents location (UserCity) and show it in agent signatures. Regards

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Error after updating OTRS 6.0.8 from 5.0.23
by Alvaro Cordero 15 Jun '18

15 Jun '18

Hello, Recently I upgraded OTRS to latest from a previous OTRS 5.23. Everything seemed to go fine and easy, but now I am doing some tests and after I create a Ticket I get an Internal Server Error and the following message [Fri Jun 15 10:43:02.953674 2018] [:error] [pid 9867] Can't locate object method "ArticleContentIndex" via package "Kernel::System::Ticket" at /opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 729.\n Ticket gets created and it is shown in the Dashboard, but cannot access it. Has anyone seen this before. I am running OTRS 6.0.8 on CentOS 7 with Mysql. Currently a test system with less than 100 tickets, I ran a Ticket Delete Process and reset Ticket Counter.log. I looked in another system with OTRS 5 and it does have a reference to that method into TIcket Modules. Regards -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro(a)gridshield.net

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Statistics with text dyanmic field
by Nick Bright 12 Jun '18

12 Jun '18

Greetings, I've added some dynamic fields to my tickets which come in from email. These match a header in the email, then place that text string into the dynamic field based on the header name. This data is then displayed on the Ticket Information panel. I would like to take this a step further, and produce a statistics report that would collate how many tickets have each unique string value. The string values are a specific value domain (representing 'referral reason'). Thus I would like to know in statistics, how many tickets were "Reason #1", how many were "Reason #2" and so on (within the framework of the other parameters, such as dates, queues, etc). So far, I have only been able to find information stating "you can use dynamic fields with stats" and "they just show up", but my fields are not just "showing up". What further configuration is required to utilize these fields? Thank you, -- ----------------------------------------------- - 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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Queue permissions
by Danny Josue Duran Calderon 11 Jun '18

11 Jun '18

Hello,hope you can help me. Recently I recieve an administration of one OTRS already installed, which have some configurations that I can´t understand. For example, in new ticket we just can create ticket in one unique queue and I would like to create tickets in all the queues and it seems not to be a permissions issue. I have two groups (users 1, users2). Users1 have the same permissions of Users2 however Users2 does not have the permissions of Users1, also I have some queues (QueueA, QueueB, QueueC, QueueD), all this config without role assignment. Queues A and B belongs to Users1 and Queues C and D belongs to Users2. Basically this is the config I have however all the agent no matter wich group belongs just can create tickets in Queue D, wich belongs to Users2. Leave some examples: Queues: https://tinyurl.com/yc47b8er Permissions of my user: https://tinyurl.com/y9f6bc5p And just appear this queue to create tickets: https://tinyurl.com/y7synuqw

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problem with field unit_work
by Fernando Monjes 06 Jun '18

06 Jun '18

Hello, I have a problem, when I enter a zero value to the field "unit work", it is not stored in the table time_accounting, please help, I have other 5 -- Atentamente, Fernando Monjes B. Ingeniero en Informática Cel: 09 -78521024

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OTRS 5: more fine-grained ticket overview in AgentTicketQueue ?
by Susan Dittmar 30 May '18

30 May '18

Hi, in AgentTicketLockedView there is a tab for tickets with reminder set, and a tab for tickets with reminder reached (if such tickets are locked by the agent). Looking at the workflow my collegues prefer, I would love to grant them such tabs in the AgentTicketQueue view. Is it possible? How? Thanks for any hints, Susan

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QA please for rebranding
by Martin Gruner 30 May '18

30 May '18

Dear S7 team (and Carlos, please see below), I want to ask you (S7) for a QA on changes that Marc and I did recently. Please perform this QA by Thursday and send us your results as a response to this email. It is about the branches feature-new-logo-mab-rel-4_0, feature-new-logo-mab-rel-5_0 and feature-new-logo-mab-rel-6_0. The following changes should be contained: - The login logo now must be that of ((OTRS)) Community Edition. - The header logo in the agent area also must be that of ((OTRS)) Community Edition. - With installed OTRS Business Solution™, the logo must be changed (as previous) to that of OTRS Business Solution™. - All places that talked about »OTRS Free« must now refer to »((OTRS)) Community Edition«. - All tests must still work (one known issue: there is a package test that checks for an online repository name of »OTRS Freebie Features« which is currently still wrong (»OTRS Free Features«) - will be fixed later. Please verify that our changes are correct and consistent, and that we didn’t break anything. With your approval, I’d like to merge these branches by Friday to be included in our next releases. @Carlos Rodriguez, please plan an additional release for OTRS 4 to roll out this rebranding in parallel to the already planned releases for OTRS 5 and 6. Thank you very much and best regards, Martin Gruner Team Lead R&D OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: https://www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel ____________________________________________________ Customer Service, ITSM oder Corporate Security – OTRS hat die passende Lösung. Erfahren Sie mehr: https://otrs.com/de/otrs-loesungen/

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OTRS6 - Upgrade from v5 to v6. article ID has changed
by JAOUEN Egareg 30 May '18

30 May '18

Hi, After the upgrade from OTRS v5 to OTRS v6.0.7, I have noticed a change in the article view : new articles are shown after the oldest one. After a little investigation, new articles seem to have id with a lower value than older articles. How is it possible ? When I ran a SQL query about it, I can see the result below (SELECT * FROM article) : ID TICKET_ID ARTICLE_SENDER_TYPE_ID COMMUNICATION_CHANNEL_ID IS_VISIBLE_FOR_CUSTOMER SEARCH_INDEX_NEEDS_REBUILD INSERT_FINGERPRINT CREATE_TIME CREATE_BY CHANGE_TIME CHANGE_BY 1 235 1 1 1 0 15165-oE7fivzjkn1S57A8MZ2o9QfFsHXLZnHK 2018-05-25 18:11:30 3 2018-05-25 18:11:30 3 2 235 1 1 1 0 15147-LaE2kJ2uQoRK1vcL6ZHirYOYLWRUFnyU 2018-05-25 18:11:45 3 2018-05-25 18:11:45 3 3 235 1 1 1 0 1654-mEmoCnIgHweBLCSzJVdMBGMEHXyCA4Vl 2018-05-25 18:22:10 3 2018-05-25 18:22:10 3 … … … … … … … … … … … 31 1537 3 1 1 0 30105-qXC8qf4D9JOtxu5kSP1u6zrhJdG6wfKv 2018-05-28 14:40:15 1 2018-05-28 14:40:15 1 32 1862 1 1 1 0 28719-2qM68hcyIBkmBOBgGPXO5MR7fYKZL9nJ 2018-05-28 15:00:46 3 2018-05-28 15:00:46 3 327 194 1 1 1 0 NULL 2015-02-19 15:04:53 5 2015-02-19 15:04:53 5 328 195 1 1 1 0 NULL 2015-02-19 15:10:49 5 2015-02-19 15:10:49 5 329 196 1 1 1 0 NULL 2015-02-19 15:21:44 4 2015-02-19 15:21:44 4 330 197 1 1 1 0 NULL 2015-02-19 15:30:46 4 2015-02-19 15:30:46 4 … … … … … … … … … … … 9973 235 1 1 1 0 NULL 2018-05-25 16:34:04 3 2018-05-25 16:34:04 3 My older articles IDs start from value 327. And the newest articles IDs start from 1 to 32 (for the moment). I am expecting some troubles when the article ID will reach the value 327… How to fix that point ? My highest value for article ID is 9973 and the change appears exactly when I migrated from v5.0.27 to v6.0.1. Thanks, Egareg JAOUEN Ingénieur Recherche&Développement Tel : +33 2 31 35 34 81 │egareg.jaouen(a)elitt.com ELITT 8 rue Léopold Sédar-Senghor - 14460 Colombelles - France │www.elitt.com

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Addressbook, how to configure & add entries?
by Ralf Hildebrandt 28 May '18

28 May '18

Using OTRS 6 here. How can I add an "addressbook" (my users need it for commonly used addresses when forwarding requests to external publishers) and how do I add entries? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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AUTOREPLY otrs Digest, Vol 116, Issue 8
by baer＠opm-computer.de 28 May '18

28 May '18

Sehr geehrte Damen und Herren, in der Zeit vom 19.05.2018 bis einschließlich 03.06.2018 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, 0203-378530, oder an Herrn Hesselmann (hesselmann(a)opm-computer.de) 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. Addressbook, how to configure & add entries? (Ralf Hildebrandt) 2. OTRS6 - Upgrade from v5 to v6. Error deserializing data (JAOUEN Egareg) 3. Addressbook, how to configure & add entries? (Ralf Hildebrandt) 4. Re: Addressbook, how to configure & add entries? (Renee B) ---------------------------------------------------------------------- Message: 1 Date: Mon, 28 May 2018 10:59:30 +0200 From: Ralf Hildebrandt <Ralf.Hildebrandt(a)charite.de> To: otrs(a)otrs.org Subject: [otrs] Addressbook, how to configure & add entries? Message-ID: <20180528085930.GD25020(a)charite.de> Content-Type: text/plain; charset="utf-8" Using OTRS 6 here. How can I add an "addressbook" (my users need it for commonly used addresses when forwaring requests to external publishers) and how do I add entries? -- Ralf Hildebrandt Charite Universit?tsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Gesch?ftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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OTRS6 - Upgrade from v5 to v6. Error deserializing data
by JAOUEN Egareg 28 May '18

28 May '18

Hi, As I was running a (very) old v5 OTRS, I didn’t look deeply into messages from this email list dealing with v6 OTRS. I upgraded my server last week and all seems good and running. But, in system log, I can see numerous errors : Mon May 28 10:11:13 2018 error OTRS-CGI-0 Error deserializing data: Magic number checking on storable string failed at /usr/lib64/perl5/vendor_perl/Storable.pm line 464, at /opt/otrs/Kernel/System/Storable.pm line 116. Mon May 28 10:11:13 2018 error OTRS-CGI-0 Error deserializing data: Magic number checking on storable string failed at /usr/lib64/perl5/vendor_perl/Storable.pm line 464, at /opt/otrs/Kernel/System/Storable.pm line 116. Mon May 28 10:11:13 2018 error OTRS-CGI-0 Error deserializing data: Magic number checking on storable string failed at /usr/lib64/perl5/vendor_perl/Storable.pm line 464, at /opt/otrs/Kernel/System/Storable.pm line 116. Mon May 28 10:11:13 2018 error OTRS-CGI-0 Error deserializing data: Mon May 28 10:10:40 2018 error OTRS-CGI-0 Error deserializing data: Magic number checking on storable string failed at /usr/lib64/perl5/vendor_perl/Storable.pm line 464, at /opt/otrs/Kernel/System/Storable.pm line 116. Did someone experience something like this ? Do you have some ideas to solve this problem ? Thanks ! Egareg JAOUEN Ingénieur Recherche&Développement Tel : +33 2 31 35 34 81 │egareg.jaouen(a)elitt.com ELITT 8 rue Léopold Sédar-Senghor - 14460 Colombelles - France │www.elitt.com

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Addressbook, how to configure & add entries?
by Ralf Hildebrandt 28 May '18

28 May '18

Using OTRS 6 here. How can I add an "addressbook" (my users need it for commonly used addresses when forwaring requests to external publishers) and how do I add entries? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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Dynamic field filled automatically
by Karlos Jelez 14 May '18

14 May '18

Hi guys I am using OTRS 5s. I need a dynamic field to store an aditional value; this field: - Must be filled with Queue (Name) + Date (year_month_day) + Time (hour_mins_secs). - Must be set and stored for phone tickets and email tickets registered by agents, and for email tickets sent to every queue. Dou you have some guideline? Thanks Karlos

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OTRS 6 - SMTP Settings and POP3 Settings
by Johnnie Rucker 10 May '18

10 May '18

Hello Community, We just upgraded to OTRS6 and can not find the SMTP settings in the Admin. We setup an email account and queue but are getting the error below - we can connect to pop.gmail. Is anyone familiar with how to resolve this issue? Please help. Backend ERROR: OTRS-CGI-74 Perl: 5.16.3 OS: linux Time: Thu May 10 14:49:10 2018 Message: CommunicationLog(ID:11,AccountType:-,AccountID:-,Direction:Incoming,Transpor t:Email,ObjectLogType:Connection,ObjectLogID:11)::Kernel::System::MailAccoun t::POP3 => POP3: Can't connect to pop.gmail.com RemoteAddress: 208.73.160.46 RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=2;ChallengeToken=2Ky JmTzqguncODQIGFqM8A5okDJ7e0nb; Traceback (23910): Module: Kernel::System::CommunicationLog::_LogError Line: 538 Module: Kernel::System::CommunicationLog::ObjectLog Line: 300 Module: Kernel::System::MailAccount::POP3::Fetch Line: 197 Module: Kernel::System::MailAccount::MailAccountFetch Line: 566 Module: Kernel::Modules::AdminMailAccount::Run Line: 76 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1116 Module: /opt/otrs/bin/cgi-bin/index.pl Line: 40 root@otrs.encoreglobalsolutions:/etc/mail$ telnet pop.gmail.com 995 Trying 74.125.141.108... Connected to pop.gmail.com. Escape character is '^]'. ^CConnection closed by foreign host. Thank You, Johnnie Rucker General Manager <http://encoreglobalsolutions.com/> http://encoreglobalsolutions.com/

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Subject some times it has ticket number, some times it doesnt
by Karlos Jelez 10 May '18

10 May '18

Hi guys I am testing OTRS 5.0.27. All is running ok, however I found the subject some times it has the ticket number, some times it does not in the received automatic notification. As you can see in the atached image, 3 tickets have ticket number but 1 (the last one) does not. Any ideas about the solution? Thanks a lot. Karlos

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Customer FullTextSearch
by Gökhan Öner 07 May '18

07 May '18

Hi all, Is there a way to make a full text search from Customer interface? We are using it at agent side but couldn't find how to use it on Customer interface. Regards. *Gökhan Öner* Information Technology Sabancı University gokhanoner(a)sabanciuniv.edu <E%3Agokhanoner(a)sabanciuniv.edu>

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AgentITSMConfigItemEdit
by André Cavalcante 07 May '18

07 May '18

Hi there! I need to insert new dynamic fields at AgentITSMConfigItemEdit, but I can't find it thru SysConfig. Any hint? -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

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OTRS 6 ACL issue
by BIRO Zoltan 25 Apr '18

25 Apr '18

Hi Guys! I'm using a lot of ACL in OTRS 5. After the upgrade of the test environment from 5.0.27 to 6.0.6 I got a lot of ACL related message in OTRS log during the new ticket creation: [Tue Apr 24 13:24:15 2018][Error][Kernel::System::Ticket::TicketACL::_CompareMatchWithData][2074] Need Data! [Tue Apr 24 13:24:15 2018][Error][Kernel::System::Ticket::TicketACL::_CompareMatchWithData][2074] Need Data! It looks ACL's are working but these messages are slowing down the system. I'm using the ACL for Service assignment according the CustomerID.so all ACL's are disabled and created a very simple one which is assign SPAM service for all customer. $Self->{TicketAcl}->{'00001 - SPAM service'} = { 'Possible' => { 'Ticket' => { 'Service' => [ 'SPAM' ] } }, 'PossibleAdd' => {}, 'PossibleNot' => {}, 'Properties' => {}, 'PropertiesDatabase' => {}, 'StopAfterMatch' => 0 }; The result is the same with this simple one it's working but I got the message 48 times! Is anybody faced the similar issue after the upgrade? Many thanks! Zoltan Zoltan BIRO Senior Consultant +3617008299 Madach Imre ut 13-14., 1075 Budapest <http://www.amaris.com/> www.amaris.com <mailto:zoltan.biro@amaris.com> zoltan.biro(a)amaris.com <https://www.facebook.com/amaris.official.page> <https://twitter.com/Amaris> <https://www.linkedin.com/company/amaris>

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Service name
by Gökhan Öner 17 Apr '18

17 Apr '18

Hi friends, I cannot find a Service while creating a ticket after i changed its name. It appears in in service list but when i try to create a ticket it is not in the service list. It is related with the queue which i try to create ticket. Where else do i need to check? Best. *Gökhan Öner* Information Technology Sabancı University +90 (216) 483 91 81 gokhanoner(a)sabanciuniv.edu <E%3Agokhanoner(a)sabanciuniv.edu>

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Email SMIME Certificates Without Authentication
by Randall Hobbs 16 Mar '18

16 Mar '18

Hey guys, We're running the latest version of 5.0 (otrs-5.0.26-01.noarch). We have been running this version for a while now (successfully) and have had zero problems with it. Now, because of some changes further up the chain, or customer base is having to either sign or encrypt their email. Because of this, we need to set up OTRS to pull certificates out of an LDAP directory (because all of the public certificates are able to be pulled from there), but we do not want to handle ANY authentication there (because the OTRS database already has all of the information there - including all customers, and they can successfully log in if needed). Essentially, we want all incoming emails to have the email address pulled, then have it pull the certificate from the LDAP directory for them (I have a majority of the LDAP details, and I can test as needed) so that it can store that certificate and use it whenever needed. We already have a certificate set up (SMIME) in OTRS, so we can send the responses signed, but until we can have it pull the certificate and handle the signed email, all we get is the following inside of OTRS: This is what I am trying to alleviate. I want it to show as it should, not what they're having to do now (in most instances, they can open that smime.p7m file and view what's in it, which includes the text from the message, but I am pretty sure OTRS can handle that part automatically, so I'd like to make it function as such. Again, the OTRS MySQL database has ALL of the login credentials there, as well as all customer details. All I want to do is pluck the public certificate from an LDAP server using the customer's email address, and once it retrieves it, go about normal business with that. Can someone point me in the right direction here? Thanks! -- Take Care, Randall Hobbs

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OTRS Calendar URL
by Nick Bright 16 Mar '18

16 Mar '18

When using the "URL" of a calendar, what is the protocol/functionality of this URL? Is it CalDAV? ICS? -- ----------------------------------------------- - 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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OTRS6 performance
by Glen Eustace 15 Mar '18

15 Mar '18

Our biggest issue is still the performance, OTRS5 used to hum along nicely on our hardware. OTR6 is pretty unusable at times it is SO SLOW. I have had no success in actually identifying what is slow. I did find an article regarding a potential missing index on a table and added it but it didn’t make much difference. If anyone else has managed to fix the issue or you didnt see a slow down in performance after the upgrade, I’d love to know what is different between our environments. We had OTRS5 on Fedora 24 but have OTRS6 on Centos7 with 4.13 kernel and Apache 2.4.6-67, perl 5.13. PosgreSQL 9.6.6 is on another server. Any pointers would be appreciated. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Glen Eustace, GodZone Internet Services, a division of AGRE Enterprises Ltd., P.O. Box 8020, Palmerston North, New Zealand 4446 Ph +64 6 357 8168, Mob +64 27 542 4015 “Specialising in providing low-cost professional Internet Services since 1997"

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Showing the names of the previous Agent Owner
by Alexis HAUSER 12 Mar '18

12 Mar '18

hi, Is there a way to show the previous agent owner of a ticket into the note ? In ticket::frontend::agentticketowner###body, I've tried to set <OTRS_OWNER_UserFirstname> or parameters of this kind : [% Data.Name | html %] but none of them seem to display inside the note. Best Regards Alexis

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OTRS Scheduler Daemon Cron: MailAccountFetch
by Santiago DIEZ 07 Mar '18

07 Mar '18

Hi, I often receive the following warning (see bellow). Most of the time, the message is spam so I don't care. But sometime it's a rightful message and even for the sake of it, I'd like to fix the issue. Apparently, I need to edit the database structure (collation) but I've been instructed to never do so. What can I do to receive those messages? # BEGINNING OF WARNING ############# [Wed Mar 7 17:48:04 2018] otrs.Daemon.pl: DBD::mysql::st execute failed: Illegal mix of collations (latin1_swedish_ci,IMPLICIT) and (utf8_general_ci,COERCIBLE) for operation '=' at /rw/opt/otrs-5.0.20/Kernel/System/DB.pm line 679. ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-59 Perl: 5.20.2 OS: linux Time: Wed Mar 7 17:48:04 2018 Message: Illegal mix of collations (latin1_swedish_ci,IMPLICIT) and (utf8_general_ci,COERCIBLE) for operation '=', SQL: 'SELECT id FROM article WHERE ticket_id = ? AND a_message_id = ? AND a_from = ? AND a_subject = ? AND incoming_time = ? ORDER BY id DESC LIMIT 1' Traceback (17337): Module: Kernel::System::Ticket::Article::_ArticleGetId Line: 2025 Module: Kernel::System::Ticket::Article::ArticleCreate Line: 310 Module: Kernel::System::PostMaster::NewTicket::Run Line: 455 Module: Kernel::System::PostMaster::Run Line: 413 Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 220 Module: Kernel::System::MailAccount::IMAP::Fetch Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 94 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: (eval) Line: 150 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 129 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 250 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: /opt/otrs/bin/otrs.Daemon.pl Line: 138 ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-59 Perl: 5.20.2 OS: linux Time: Wed Mar 7 17:48:04 2018 Message: Can't get ArticleID from insert (TicketID=18304, MessageID=<20180307164731.A4F33249B5@tc3-app-mailmaster18>)! Traceback (17337): Module: Kernel::System::Ticket::Article::ArticleCreate Line: 320 Module: Kernel::System::PostMaster::NewTicket::Run Line: 455 Module: Kernel::System::PostMaster::Run Line: 413 Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 220 Module: Kernel::System::MailAccount::IMAP::Fetch Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 94 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: (eval) Line: 150 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 129 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 250 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: /opt/otrs/bin/otrs.Daemon.pl Line: 138 ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-59 Perl: 5.20.2 OS: linux Time: Wed Mar 7 17:48:04 2018 Message: Can't process email with MessageID <<20180307164731.A4F33249B5@tc3-app-mailmaster18>>! Please create a bug report with this email (From: "Bax Music" <newsletter(a)bax-shop.fr>, Located under var/spool/problem-email*) on http://bugs.otrs.org/! Traceback (17337): Module: Kernel::System::PostMaster::NewTicket::Run Line: 483 Module: Kernel::System::PostMaster::Run Line: 413 Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 220 Module: Kernel::System::MailAccount::IMAP::Fetch Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 94 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: (eval) Line: 150 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 129 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 250 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: /opt/otrs/bin/otrs.Daemon.pl Line: 138 ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-59 Perl: 5.20.2 OS: linux Time: Wed Mar 7 17:48:04 2018 Message: IMAPS: Can't process mail, see log sub system (/opt/otrs/var/spool/problem-email-4eae41ac6feef7212164fe0a9afe02be, report it on http://bugs.otrs.org/) Traceback (17337): Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 224 Module: Kernel::System::MailAccount::IMAP::Fetch Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 94 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: (eval) Line: 150 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 129 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 250 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: /opt/otrs/bin/otrs.Daemon.pl Line: 138 # END OF MESSAGE ###################### ------------------------- Santiago DIEZ Quark Systems & CAOBA 23 rue du Buisson Saint-Louis, 75010 Paris -------------------------

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using LDAP attribute in a dynamic field
by Alexis HAUSER 02 Mar '18

02 Mar '18

Hi, How to use the LDAP uid into a dynamic field ? What I try to do : adding a dynamic field with a link containing the customer uid. i.e. : mysebsite.com/script.cgi?uid=<username_uid> I would like to know in that example what I should use instead of <username_uid> in OTRS to automatically fill this with the username uid. Best regards Alexis

1 1

Associating services with links
by Alexis HAUSER 02 Mar '18

02 Mar '18

Hi, I would like to associate services with links. How can I do that ? Is it possible for example to use the services comments for that ? i.e. something like [% Data.Service.Comment | uri %] ...? Best Regards Alexis

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TicketObject->ArticleCreate Update from 5 to 6
by Paul jones 01 Mar '18

01 Mar '18

Hello, We had a standalone application that creates tickets, and add articles to OTRS 5 via the RPC using SOAP Once we upgrade to 6 we receive the following message when we then try to the run the method PHP Fatal error: Uncaught SoapFault exception: [soap:Server] Can't locate object method "ArticleCreate" via package "Kernel::System::Ticket" at /opt/otrs/bin/cgi-bin/rpc.pl line 109. Would it be possible to point me to the direction for the new method to using for adding an article to a ticket, or any examples that you might be able to link to. Many Thanks,

2 1

Company tickets x LDAP
by André Cavalcante 28 Feb '18

28 Feb '18

Hello, I have a request to make Company Tickets work so that people can view tickets for those in their group. I have read https://otrs.github.io/doc/manual/admin ... r-ids-ldap <https://otrs.github.io/doc/manual/admin/stable/en/html/external-backends.ht…>, but couldn't make it work. Nothing happens. Any hint? -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

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Error on OTRS 6 after migration on FulltextIndexRebuildWorker
by Jesús Zuleta 27 Feb '18

27 Feb '18

After the migration to OTRS 6 I see constantly the error of the Worker that rebuilds the Index. Indicates that you can not build the DateTime object but I do not know the reason for it The command I am using to manually execute the Worker is the following: bin/otrs.Console.pl Maint::Ticket::FulltextIndexRebuildWorker --force-pid --limit 700000 And error is: ERROR: OTRS-otrs.Console.pl-Maint::Ticket::FulltextIndexRebuildWorker-01 Perl: 5.16.3 OS: linux Time: Tue Feb 27 15:10:41 2018 Message: Error creating DateTime object. Traceback (9498): Module: Kernel::System::DateTime::new Line: 154 Module: Kernel::System::ObjectManager::_ObjectBuild Line: 306 Module: Kernel::System::ObjectManager::Create Line: 241 Module: Kernel::System::Ticket::TicketGet Line: 1339 Module: Kernel::System::Ticket::TicketArchiveFlagGet Line: 4040 Module: Kernel::System::Console::Command::Maint::Ticket::FulltextIndexRebuildWorker::ArticleIndexRebuild Line: 168 Module: Kernel::System::Console::Command::Maint::Ticket::FulltextIndexRebuildWorker::Run Line: 103 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: Kernel::System::Console::InterfaceConsole::Run Line: 80 Module: bin/otrs.Console.pl Line: 38 Error: Can't call method "Delta" on an undefined value at /opt/otrs/Kernel/System/Ticket.pm line 1346. The error appears when I execute it manually as waiting for the CronSchulder to execute it. As a major background run a FullTextIndex rebuild and the process is stuck in 74.8%. bin/otrs.Console.pl Maint::Ticket::FulltextIndex --rebuild bin/otrs.Console.pl Maint::Ticket::FulltextIndex --status Indexed Articles: 74.8% (493212/659331)

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Review Required in the Close Ticket Screen
by Willian Silva 27 Feb '18

27 Feb '18

Hi Guys ! What is the purpose of the "Review Required" flag on the 'Close ticket' screen? Regards, Willian Silva.

2 2

Search issue in otrs6
by Manuel Martínez Valls 22 Feb '18

22 Feb '18

Hi, There's another difference between otrs5 and otrs6 in searchs. In otrs5 when we did a fulltext search it looked at subject, from, to, etc. It was so easy (and a bit slow) for agents to do a simple search without specifying more filters. Now it works different, and I still don't know how it works, but if I know that I'm looking for a ticket from somebody with a known name, the best way to look for it is using "Customer ID (complex search)". Can you please explain me the differences between the fulltext search in otrs5 and 6? Excuse me if it is already documented, I have not find info related to this question. Moreover, is the behaviour of the fulltext search configurable? Regards, Manuel Martínez

1 3

(no subject)
by Willian Silva 22 Feb '18

22 Feb '18

Hi Guys ! What is the purpose of the "Review Required" flag on the 'Close ticket' screen? Regards, Willian Silva.

1 0

Changing the design of notifications from mail
by Alexis HAUSER 22 Feb '18

22 Feb '18

Hi, Is there a way in OTRS to change the design of the notifications received by mail from OTRS system ? For example : by default, there is an Orange border in all mails, where is it possible to edit this color setting ? Best Regards Alexis

2 1

Caanot send message to system address
by Gökhan Öner 09 Feb '18

09 Feb '18

Hi all, We have recently updated OTRS 5.0.26 from OTRS 4. After the update we have faced with a issue. When we try to send an e-mail to an address, a pop-up appears saying : *"This address is registered as system address and cannot be used" * if the address is registered as a queue address. I have googled it, searched at otterhub but found no answer. Is there a way to disable this feature or send e-mails to system addresses? Thanks in advance. *Gökhan Öner* Information Technology Sabancı University gokhanoner(a)sabanciuniv.edu <E%3Agokhanoner(a)sabanciuniv.edu>

2 2

Which setting controls if notification emails are sent during an agent's vacation?
by Ralf Hildebrandt 05 Feb '18

05 Feb '18

Most recent version of OTRS5 here. Question: Which setting controls if notification emails are sent during an agent's vacation? Why am I asking: An agent is on vacation for 1 week, set vacation in OTRS for that period of time. But today, a ticket was assigned to him so he can look at it after his vacation. Still, he received a notification email. I expected to notitification to be sent for agents "on vacation". -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

1 1

Attachments issue in otrs6
by Manuel Martínez Valls 24 Jan '18

24 Jan '18

Hi, We have migrated from otrs5 to 6 and we have found an extrange issue with some emails. Sometimes happens that the attachments included in a received email are not shown (you can't see any attachment, no number of files, etc), but if you forward the article to an external email address then you see the files you are resending as attachments. Then, the user who receives the forwarded email is able to see the files and if he replies then otrs is able to show the attachments on the new received article. If you want I can send a plain text containing an example as we use ArticleStorageFS. Regards, Manuel Martínez

3 2

PhoneCall Articles
by Nick Bright 16 Jan '18

16 Jan '18

In OTRS 3.3.x is there a way to mark all "PhoneCall" (inbound or outbound) as 'internal' so that they are not visible when the customer views a ticket? -- ----------------------------------------------- - 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 - -----------------------------------------------

2 5

browser spellchecker in OTRS6
by Manuel Martínez Valls 12 Jan '18

12 Jan '18

Hi, I'm testing OTRS6 and I'd like to use the browser spellchecker. I've enabled the spellchecker on different browsers (Chrome, Firefox and Safari) but when I select a few words in the CK editor, and I do a right click, I get a contextual menu related to ck editor so the browser spellchecker doesn't work for me. Also, it would be good to have a few words in the documentation related to the use of this new feature on OTRS6. Can you please tell me how to use it? I'm sure it's easy to do but it's not working for me. Thanks in advance, Manuel Martínez

2 1

Customer Information from LDAP in OTRS6
by Ralf Hildebrandt 04 Jan '18

04 Jan '18

I'm already successfully fetching "Customer Information" in the AgentTicketZoom View from our LDAP server -- in OTRS5. With a newly setup OTRS6, I made the changes to ./Kernel/Config.pm (simply copying them over from otrs5) yet the "Customer Information" widget in the AgentTicketZoom stays empty. Is there a "System Configuration" option I need to set? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

2 3

MySQL error when trying to run /otrs-schema.mysql.sql script for otrs 6.0.3
by Amey Abhyankar 02 Jan '18

02 Jan '18

Hello, I have installed MySQL 5.7.20 for Cent OS 7 using RPM method. [64bit] I have installed OTRS 6.0.3 using RPM. OTRS & MySQL are on same Cent OS 7 machine. Now trying to run mysql script using following command = mysql -u root -p otrs < /opt/otrs/scripts/database/otrs-schema.mysql.sql [Same error if I execute this command by root user or by otrs user.] But it's throwing error as follows = ------------------------------------------------------------------------------------------------------------------------------------------ [root@localhost ~]# mysql -u root -p otrs < /opt/otrs/scripts/database/otrs-schema.mysql.sql [1] 29397 bash: lt: command not found... [1]+ Stopped mysql -u root -p otrs /opt/otrs/scripts/database/otrs-schema.mysql.sql: line 7: syntax error near unexpected token `(' /opt/otrs/scripts/database/otrs-schema.mysql.sql: line 7: `CREATE TABLE acl (' ------------------------------------------------------------------------------------------------------------------------------------------ How to solve this issue? Thanks & Regards, Amey.

3 3

redirecting error to own page
by Henry Combrinck 21 Dec '17

21 Dec '17

Greetings, Is there a way to redirect the standard OTRS error page (eg, if a crash/error occurs and the "Send a bugreport or go back to the previous page... Error Details:..." is displayed) to some other URL? Instead of displaying the scary looking error page, we'd prefer to redirect somewhere else (eg, a more user-friendly error page). Thanks Henry

1 0

Upgrade existing OTRS 6 to a newer OTRS 6 version on Fedora 27
by Rudolf Bargholz 19 Dec '17

19 Dec '17

This upgrade procedure has been tested on Fedora 27, upgrading an existing OTRS 6 (6.0.2) version to a newer OTRS 6 (6.0.3) version. It has been used twice successfully. Hope this is of help for someone. Open a terminal. Run the following as "root": sudo -i systemctl stop crond.service systemctl stop httpd.service Run the following as "otrs" user: su - otrs cd /opt/otrs/ bin/Cron.sh stop bin/otrs.Daemon.pl stop exit Run the following as "root": cd /opt/ ls rm otrs-6.0.2-03.noarch.rpm ls curl http://ftp.otrs.org/pub/otrs//RPMS/fedora/26/otrs-6.0.3-02.noarch.rpm -o otrs-6.0.3-02.noarch.rpm ls rpm -Uvh otrs-6.0.3-02.noarch.rpm systemctl start httpd.service systemctl start crond.service Run the following as "otrs" user: su - otrs cd /opt/otrs/ bin/otrs.Daemon.pl start bin/Cron.sh start The OTRS 6 has now been updated to a newer OTRS 6 version Regards Rudolf Bargholz

1 0

OTRS6: Navigate to a specific ticket and specific article
by Rudolf Bargholz 18 Dec '17

18 Dec '17

Hi, If I click on a specific article in a ticket, then the following URL is displayed: http://support.xxx.ch/otrs/index.pl?Action=AgentTicketZoom;TicketID=32829#A… If I copy this URL, paste it into a new empty browser window, then the specified article is not shown in the view, but rather the last created article in the AgentTicketZoom view. Is there any way of specifying a URL that allows us to navigate to a specific article in a ticket? Regards Rudolf Bargholz

2 4

Re: [otrs] How to configure OTRS 5s Patch Level 23 & Oracle 12c DB on different systems?
by Amey Abhyankar 14 Dec '17

14 Dec '17

On 30 November 2017 at 18:48, Roy Kaldung <kaldung(a)gmail.com> wrote: > Hi, > > Sound you’re listener or the client is not configured properly. That’s a DBA task. Maybe you should hire a pro. > >> can some1 tell me exact command? > > I can tell you the command, the correct parameter should be provided by your Oracle DBA too. > > sqlplus USER/PASSWORD@//hostName:port/SID > > E.g. creating the schema is done by executing > > sqlplus USER/PASSWORD@//hostName:port/SID @/opt/otrs/scripts/database/otrs-schema.oracle.sql Hello Roy, - Remote Oracle 12c server is properly configured now. - Output of './otrs.Console.pl Maint::Database::Check = 'Connection successful' - Execute respective DB scripts - Now I am trying to configure DB via http at http://10.1.1.8/otrs/installer.pl - I put same DB details as in Config.pm - How ever when I click on 'Check database settings' getting following error = Can't connect to database, Perl module DBD::Oracle not installed! How to solve this last issue probably? :-) Regards, Amey. > > > - Roy > > > --------------------------------------------------------------------- > 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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