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Issue with OTRS upgrade to version 6
by Martin Møller 12 Dec '17

12 Dec '17

Hi Guys. I am trying to get OTRS 6 to play nice on my clone, but it seems to always nag about this: -bash-4.2$ bin/otrs.Console.pl Admin::Config::Read --setting-name PostMasterDefaultQueue Gathering setting value... Setting: PostMasterDefaultQueue Infrastruktur Done. -bash-4.2$ bin/otrs.Console.pl Admin::Config::Update --setting-name PostMasterDefaultQueue --value Postmaster Updating setting value... ERROR: OTRS-otrs.Console.pl-Admin::Config::Update-10 Perl: 5.16.3 OS: linux Time: Tue Dec 12 15:47:21 2017 Message: Setting PostmasterDefaultQueue Effective value is not correct: Entity value is invalid(Raw)! Traceback (32566): Module: Kernel::System::SysConfig::ConfigurationDeploy Line: 3417 Module: Kernel::System::Console::Command::Admin::Config::Update::Run Line: 170 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: Deployment failed! It seems it doesn’t matter what value PostMasterDefaultQueue is set to, it still says Invalid(Raw)! Originally it was ’Raw’ in value as well, which I though it was complaining about, but it seems to be something else. I have tried to disable the Cloud service lookups, since my clone has no internet connection, and wanted to rebuild the config, but get the same error then: -bash-4.2$ bin/otrs.Console.pl Maint::Config::Rebuild Rebuilding the system configuration... ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-10 Perl: 5.16.3 OS: linux Time: Tue Dec 12 15:50:07 2017 Message: Setting Process::DefaultQueue Effective value is not correct: Entity value is invalid(Raw)! Traceback (32672): Module: Kernel::System::SysConfig::ConfigurationDeploy Line: 3417 Module: Kernel::System::Console::Command::Maint::Config::Rebuild::Run Line: 69 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: There was a problem writing ZZZAAuto.pm. The orts user does have write permission om ZZZAAuto.pm Any ideas? The things I can find on Google seem unrelated to this. I seem to have trouble changing the value of CloudServices::Disabled which ought to get me further. Sendt fra Mail<https://go.microsoft.com/fwlink/?LinkId=550986> til Windows 10

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Restricting Customer Users from viewing Company Tickets
by Parag Bhalerao 12 Dec '17

12 Dec '17

Friends, I am sure it’s a simple question, but I am a bit lost. I want only some of the customer users to see company tickets and rest of the users to see only their own tickets. Can you kindly guide me on how to configure this? Many thanks. GoodWills Parag Bhalerao

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MailAccountFetch stopped working
by Santiago DIEZ 07 Dec '17

07 Dec '17

Hi, We've been happily using OTRS 5.0.20 on Debian 8.8 for 6 month now. We've made no change at all (it's only 3 of us) to the config but last night, the program stopped fetching emails. I can still manually fetch emails going to otrs/index.pl?Action=AdminMailAccount and clicking on [Fetch mail] but it only download 10-15 at a time. The cron was set as follow (on July 20th) : Daemon::SchedulerCronTaskManager::Task###MailAccountFetch - Function = Execute - MaximumParallelInstances = 1 - Module = Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch - Schedule = * * * * * - TaskName = MailAccountFetch There is NO error message in otrs/index.pl?Action=AdminLog. I've tried the following : 1) Restart daemon > No luck sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl stop sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl start 2) Empty the cache > No luck sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete 3) Restart daemon and mysql and empty the cache > No luck sudo /opt/otrs/bin/Cron.sh stop otrs sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl stop sudo /etc/init.d/mysql stop sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete sudo /etc/init.d/mysql start sudo /opt/otrs/bin/Cron.sh start otrs (the daemon restarted automatically after a few minutes) What else can I do? Regards ------------------------- Santiago DIEZ Quark Systems & CAOBA 23 rue du Buisson Saint-Louis, 75010 Paris -------------------------

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How to remove a invalid address in OTRS 5
by Edson Richter 07 Dec '17

07 Dec '17

Hi! Using OTRS 5.0.25 on Linux with MySQL. In our ticket system, we would like our team to respond tickets for company e-mails only. The team has been warned to remove invalid adresses, but nevertheless, I also would like to add a rule for OTRS to automatically remove any address @gmail.com, @hotmail.com, @outlook.com (the most obvious). Enviado do Email<https://go.microsoft.com/fwlink/?LinkId=550986> para Windows 10

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Version 6 very slow
by Glen Eustace 06 Dec '17

06 Dec '17

We are finding version 6 very slow to use in comparison to v5, we are using the same hardware although I have added extra RAM and have moved /opt/otrs/var/tmp to a RAM disk to try to speed things up. We have a PostgreSQL back-end but that doesn’t seem to be under any duress. It appears that each time one moves to a different part of the application there is a significant pause. Returning to the same part is then faster a 2nd time. Any performance suggestions gratefully received. Glen.

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Strange error
by Edson Richter 06 Dec '17

06 Dec '17

Hi! How can I fix this error? I’ve googled around, but none of the documents I’ve found gave me a clue: ERROR: OTRS-CGI-46 Perl: 5.16.3 OS: linux Time: Wed Dec 6 10:17:39 2017 Message: No State for pending reminder found! RemoteAddress: xxx.xxx.xxx.xxx RequestURI: /otrs/index.pl?Action=AgentDashboard Traceback (12976): Module: Kernel::System::State::StateLookup Line: 589 Module: Kernel::Output::HTML::Dashboard::TicketQueueOverview::Run Line: 76 Module: Kernel::Modules::AgentDashboardCommon::_Element Line: 852 Module: Kernel::Modules::AgentDashboardCommon::Run Line: 532 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1055 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_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 Your help will be higly appreciated! Edson Richter Enviado do Email<https://go.microsoft.com/fwlink/?LinkId=550986> para Windows 10

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Setting sort order on ticket view
by Glen Eustace 05 Dec '17

05 Dec '17

After upgrading to v6, I can’t seem to find where to set things so that the ticket panels in the dashboard display the tickets in ascending order of Age. I can sort by clicking on the column header but that doesn’t stick. Any pointers appreciated Glen -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Glen and Rosanne Eustace, GodZone Internet Services, a division of AGRE Enterprises Ltd., P.O. Box 8020, Palmerston North, New Zealand 4446 Ph: +64 6 357 8168 <tel:%2B64%206%20357%208168>, Mob: +64 27 542 4015 <tel:%2B64%2027%20542%204015> "Specialising in providing low-cost professional Internet Services since 1997"

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Re: [otrs] MailAccountFetch stopped working
by Jens Köhler 05 Dec '17

05 Dec '17

Hi, did you try to execute this command in directory /opt/otrs/bin/ ? su -c "./otrs.Console.pl Maint::PostMaster::MailAccountFetch --force-pid" -s /bin/bash otrs -----Ursprüngliche Nachricht----- Von: otrs [mailto:otrs-bounces@lists.otrs.org] Im Auftrag von Santiago DIEZ Gesendet: Dienstag, 5. Dezember 2017 11:43 An: OTRS LIST Betreff: [otrs] MailAccountFetch stopped working Hi, We've been happily using OTRS 5.0.20 on Debian 8.8 for 6 month now. We've made no change at all (it's only 3 of us) to the config but last night, the program stopped fetching emails. I can still manually fetch emails going to otrs/index.pl?Action=AdminMailAccount and clicking on [Fetch mail] but it only download 10-15 at a time. The cron was set as follow (on July 20th) : Daemon::SchedulerCronTaskManager::Task###MailAccountFetch - Function = Execute - MaximumParallelInstances = 1 - Module = Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch - Schedule = * * * * * - TaskName = MailAccountFetch There is NO error message in otrs/index.pl?Action=AdminLog. I've tried the following : 1) Restart daemon > No luck sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl stop sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl start 2) Empty the cache > No luck sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete 3) Restart daemon and mysql and empty the cache > No luck sudo /opt/otrs/bin/Cron.sh stop otrs sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl stop sudo /etc/init.d/mysql stop sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete sudo /etc/init.d/mysql start sudo /opt/otrs/bin/Cron.sh start otrs (the daemon restarted automatically after a few minutes) What else can I do? Regards ------------------------- Santiago DIEZ Quark Systems & CAOBA 23 rue du Buisson Saint-Louis, 75010 Paris ------------------------- --------------------------------------------------------------------- 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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Closed tickets continue appearing as opened
by sysadmin.caos 05 Dec '17

05 Dec '17

Hello, I manage a OTRS-5 (5.0.11-01) server that, I don't know why, when I close a ticket, it continues appearing as a "open ticket" in "Tickets -> Status". However, in a fresh installation of OTRS-6 (6.0.1-02), doing the same process with a received ticket, it appears as "Closed" in "Tickets -> Status". In my OTRS-5, some month ago I created some new status "progeso-25%, progeso-50%, progeso-75% and progeso-90%". A member of this mailing list told me maybe the problem was that my new status contained "%" and "%%" is the separator character between history steps in each ticket, so I decided to disable that status and create new ones as "progreso-25, progreso-50, progreso-75 and progreso-90". However, closed tickets continue appearing as opened tickets in my OTRS-5. Now, for preparing this mail, I have installed a OTRS-6 system. There, I have created a new status called "Medias". I have created a new ticket; then, I have changed its status from "New" to "Media" and, then, from "Media" to "Closed". In this case, ticket appears as closed. This same scenario has been copied in my OTRS-5 running system. I have created another new status "Medias", I have created a new ticket, changed its status from "New" to "Media" and, then, from "Media" to "Closed". In this others case, ticket continues appearing as OPEN. I don't know where is the problem... My screenshots are located at https://aomail.uab.es/~druiz/ (I would like to attach them, but message size limit is too small). I have not found any possible reason... I need help, a lot of help... Thanks!

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Survey Module behavior
by Nick Bright 04 Dec '17

04 Dec '17

I'm implementing some surveys with the survey module on OTRS 3.3.11 (Survey v 2.3.3). I'd like to clarify the behavior of the module in a specific context: When a ticket has been created with a specific, or no, customer associated; then is assigned to another customer at the time of closing the ticket; which customer or email address would receive the survey? The customer at the time of opening the ticket, or at the time of closing the ticket? My desired behavior would be the customer at the time of closing the ticket. Thanks, -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------

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PendingReminders every few minutes
by Glen Eustace 04 Dec '17

04 Dec '17

Since upgrading from 5 to 6, we are now getting spammed with PendingReminders. We used to only get 1 fro each job once per day. I can’t find wat to change to go back to the behaviour we had with version 5. Any help appreciated. Glen.

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Re: [otrs] How to configure OTRS 5s Patch Level 23 & Oracle 12c DB on different systems?
by Amey Abhyankar 30 Nov '17

30 Nov '17

Hello Rene & Roy, Thanks for the updates. I am getting error when trying to test remote Oracle DB connectivity from otrs server using 'sqlplus' command. I am done with compiling Oracle drivers. I want to use those Oracle DB scripts to create tables. I am able to connect to respective Oracle DB from Windows machine using sqlplus developer software. Output of lsnrctl on Oracle 12c system as follows = ------------------------------------------------------------- [oracle@otrsdb ~]$ lsnrctl services LSNRCTL for Linux: Version 12.1.0.2.0 - Production on 30-NOV-2017 18:03:57 Copyright (c) 1991, 2014, Oracle. All rights reserved. Connecting to (DESCRIPTION=(ADDRESS=(PROTOCOL=TCP)(HOST=otrsdb)(PORT=1521))) Services Summary... Service "otrsdb.abc.com" has 1 instance(s). Instance "otrsdb", status READY, has 1 handler(s) for this service... Handler(s): "DEDICATED" established:13 refused:0 state:ready LOCAL SERVER Service "otrsdbXDB.abc.com" has 1 instance(s). Instance "otrsdb", status READY, has 1 handler(s) for this service... Handler(s): "D000" established:7 refused:0 current:0 max:1022 state:ready DISPATCHER <machine: otrsdb, pid: 7301> (ADDRESS=(PROTOCOL=tcp)(HOST=otrsdb.abc.com)(PORT=22820)) Service "pdbotrsdb.abc.com" has 1 instance(s). Instance "otrsdb", status READY, has 1 handler(s) for this service... Handler(s): "DEDICATED" established:13 refused:0 state:ready LOCAL SERVER The command completed successfully -------------------------------------------------------------------- I am getting multiple errors. [ Example: ORA-12154: TNS:could not resolve the connect identifier specified] can some1 tell me exact command? Thanks & Regards, Amey. On 22 November 2017 at 20:14, Roy Kaldung <kaldung(a)gmail.com> wrote: > Hi Amey, > >> On Nov 22, 2017, at 7:51 AM, Amey Abhyankar <sco1984(a)gmail.com> wrote: >> >> Is it fine if I proceed with OTRS 5.0.24 installation now [using RPM >> package] or I need to roll back & do the OTRS installation 1st & then >> compile Oracle drivers? > > For a fresh installation I recommend the following steps: > > - Install and configure the operating system that you have a access with the sqlplus client to the database for otrs > - Install DBD::Oracle (usually via cpan, I never saw an RPM for this, let me know if you find one) > - Install the OTRS RPM (5.0.24) > > AFAIK, the OTRS installer only works with MySQL and you have to install and configure some parts on your own: > > - Populate the database via sqplus with the following files: > - scripts/database/otrs-schema.oracle.sql > - scripts/database/otrs-initial_insert.oracle.sql > - scripts/database/otrs-schema-post.oracle.sql > - Configure Kernel/Config.pm to use DBD::Oracle > - Check database access with the command bin/otrs.Console.pl Maint::Database::Check > - Choose another SystemID than 10 ;-) > > Now you should be ready to go. > > - 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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Upgraded from 6.0.0.beta5 to 6.0.1, Now menubar menus appear twice
by Lance Cotton 28 Nov '17

28 Nov '17

I upgraded from 6.0.0.beta5 to 6.0.1 last week and the upgrade itself seemed to go well. When I logged into the WebUI, there were errors about 20-or-so invalid settings. I went to those settings, and set them each to the default setting. I'm sorry I don't recall what they were exactly. Now, each of the main menu items ("Dashboard", "TIckets", "Customers", "Calendar", "Reports", "Admin") appear twice across the menu bar. Each contains the same sub-menus, and either entry of a double works fine. Has anyone else seen this? I can't seem to find the items by searching in the SysConfig module for "Menu". -Lance -- Lance Cotton Email: lcotton(a)securecms.com

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Backend MasterSlave is invalid!
by Rudolf Bargholz 27 Nov '17

27 Nov '17

Hi, Since updating from Upgraded from 5.0.23 (Fedora 26) to 6.0.1 last week. Since the update we are seeing the following error messages in the AdminLog: Mon Nov 27 13:40:09 2017 error OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-10 Backend MasterSlave is invalid! Mon Nov 27 13:40:02 2017 error OTRS-CGI-10 Search not executed due to invalid value 'Master' on field 'MasterSlave'! MasterSlave was activated in an older version of OTRS, and seamlessly updated with the update from 5 to 6. Any idea how I can debug this problem? What extra information would I have to provide to find the cause of the problem. OTRS 6.0.1 Fedora 26 OTRSMasterSlave 6.0.1 Regards Rudolf Bargholz Online Travel Services AG Jenatschstrasse 1, 8002, Zürich, Switzerland Mail: bargholz(a)onlinetravel.ch Tel.: +41 (44) 2046006 Fax: +41 (44) 2046009

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Appointment Calendar
by Finetti, Stefano 26 Nov '17

26 Nov '17

Hello everyone, I kinda stumbled upon the OTRSAppointmentCalendar module today, I had completely missed it when it was launched, and decided to give it a try. It is correct that the possibility to assign an event to a specific agent (thus appearing only on his dashboard and notifying only him) is reserved to the OTRS Business Solution? I've tried to use it on the free version but I obtained only to get collective notifications via email and the event is showed in every dashboard of every agent. Moreover, if I try to filter out in the calendar view for "events assigned to me", I end up not seeing any event in the calendar. Since the only reason to use it would be to have the chance to create a common calendar but with per-person notifications (aka: everyone can see appointments of their colleagues without being bothered with email about something they have nothing do to with). I'd like to know if my previous understanding about the Business Solution only feature is true, to avoid wasting time and starting writing my own customisation of the module itself. Thanks a lot in advance -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International is an AXED Group company* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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Slow QueueView and error message after upgrading OTRS Free from 5.0.24 to 6.0.1
by Franz Julius Albert 23 Nov '17

23 Nov '17

Hello, just updated my OTRS instance and the upgrade process passed without errors. After the login the view for some queues is very slow (~8 seconds) while only 7 tickets are inside. The syslog is full of messages like this one -> Nov 23 17:38:04 ttsngdev OTRS-CGI-10[1372]: [Error][Kernel::System::Group::PermissionCheck][Line:945]: Need GroupName! Nov 23 17:38:04 ttsngdev OTRS-CGI-10[1372]: [Error][Kernel::System::Group::PermissionCheck][Line:945]: Need GroupName! I ran the SetPermissions script twice....but no change. Maybe someone have an idea? Thank you very much! Julius Albert

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OTRS 6.0.1 encoding/decoding of special characters sent from Outlook
by Rudolf Bargholz 23 Nov '17

23 Nov '17

Hi, Upgraded from 5.0.23 (Fedora 26) to 6.0.1 yesterday. We noticed an issue regarding the display of German/French characters in OTRS. We sent a test mail this morning from Outlook 2013 to OTRS 6.0.1 with the mail body “äöüàéè”. In OTRS this arrives as “��”. In the Outlook preview these characters look fine but in OTRS the characters are displayed as diamonds with a question mark. The unformatted view of the mail contents shows the following: --_000_VI1PR1001MB116856A5418CE03A69787CEBDE200VI1PR1001MB1168_ Content-Type: text/plain; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable =E4=F6=FC=E0=E9=E8 Any idea what we can do to resolve this problem? Regards Rudolf Bargholz

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How to configure OTRS 5s Patch Level 23 & Oracle 12c DB on different systems?
by Amey Abhyankar 22 Nov '17

22 Nov '17

Hello, I tried to search relevant documents/guide on how to connect OTRS to Oracle12c DB installed on a separate system but unable to find any. Can somebody tell how this can be achieved? I am going to use OTRS 5s Patch Level 23 FREE stable release. I have prepared 2 systems with Cent OS 6.8 Thanks. Regards, Amey.

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OTRS6b1 - how to force OTRS outbound connections, to go via proxy?
by Alex Mihičinac 20 Nov '17

20 Nov '17

Hi all, can someone tell me, if it's possible to force OTRS's outbound connections to go via proxy? My otrsbox has no direct internet connection, so all connections need to go via proxy. Now I'd like to test v6b1 and it's working slow as hell, since it's waiting for network timeout of this specific connection: tcp 0 1 otrsbox:55984 portal-nodef04.ot:https SYN_SENT Until now, I have tried those scenarios and unfortunately none of them worked: - env setting export https_proxy=http://proxybox:3128 export http_proxy=http://proxybox:3128 - iptables -A PREROUTING -s otrsbox/32 -p tcp -m tcp --dport 443 -j DNAT --to-destination proxybox:3128 -A PREROUTING -s otrsbox/32 -p tcp -m tcp --dport 443 -j DNAT --to-destination proxybox:3128 - apache ProxyRemote * http://proxybox:3128 <http://proxybox:3128/> - otrs $Self->{'Package::Proxy'} = 'http://proxybox:3128/'; Any hint more than welcome! Best regards, Alex

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Template tags frustration
by Nick Bright 11 Nov '17

11 Nov '17

I've been searching the documentation for any kind of reference, and getting quite frustrated trying to figure this out! Within the Signature templates, there is a very vague statement of "You can use any available tags", with a few examples. The problem is I don't know what those tags are, or how to find them; and they are not listed anywhere in the documentation. All online searches find forum posts, etc that are similarly vague - clearly they are referencing assumed knowledge that I simply don't have. I have no idea what they're talking about. Generically, how can I determine the full and *specific* (_EXACT NAMES_) list of tags/variables that are available in for use in agent signatures and/or other contexts? Specifically, I am trying to put the agent "Title" from the Edit Agent screen in to the agent signatures. For reference, I'm using OTRS 3.3.11. Thanks, -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------

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Event-based notifications not sending emails
by Stanford, Philip N. 08 Nov '17

08 Nov '17

I am having problems getting event-based notifications working correctly on an old OTRS system (I'm ashamed to say this one is still running 3.0.9). I want to send an email to the customer on ticket close, so the event is 'TicketStateUpdate', the selected states are all the 'Closed*' ones, and the recipient group is 'Customer'. I've also set 'Review Required' to 'Yes' and defined the email text I want to send. If I then select a ticket and close it, after setting 'Review Required' to 'Yes', then I can see in the ticket history that no event is triggered, and no mail sent. I've tried another similar event-based notification and that doesn't work either, so my assumption is that they are broken on 3.0.9 I'm aware of the issue whereby notifications may not get sent if the agent and customer IDs are the same - but that's not the case here. I should add that this works perfectly on OTRS 5, so the solution in a way is obvious but I am wondering if there is any fix for the 3.0.9 system - I have vague memories that 'back then' some notifications had to be turned on by uncommenting some PERL code but that may have been for ticket escalations. 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. ________________________________

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Mail header mime encoding bug
by Christoph Litauer 07 Nov '17

07 Nov '17

Dear OTRS-Users/-Admins, we actually use OTRS 5.0.22. We recognise problems regarding the mime encoding of the subject line when creating new email tickets. As germans we sometimes use 8-bit encodings (UTF-8) when creating tickets. If the tickets subject contains several words and more than one word contains a non-ascii character, each word for itself is base64 encoded instead of the whole subject line. This is not compliant to RFC 2047 as stated in the manual page of perl module MIME::Words: "Warning: this is a quick-and-dirty solution, intended for character sets which overlap ASCII. It does not comply with the RFC 2047 rules regarding the use of encoded words in message headers. You may want to roll your own variant, using encode_mimeword(), for your application. Thanks to Jan Kasprzak for reminding me about this problem." I patched this behaviour by changing Kernel/System/Email.pm using encode_mimeword instead of encode_mimewords sub _EncodeMIMEWords { my ( $Self, %Param ) = @_; # return if no content is given return '' if !defined $Param{Line}; return MIME::Words::encode_mimeword( Encode::encode( $Param{Charset}, $Param{Line}, ), 'Q', $Param{Charset}, ); } I think/hope that this solution implements RFC compliant behaviour. Maybe this version should be included in future otrs releases? -- 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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ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.10.1 OS: linux
by Mohammad Goodarzi 06 Nov '17

06 Nov '17

I am getting this error that I cannot figure out how to solve it. I read few related questions but I could not figure out how to solve the problem. Message: Can't open '/opt/otrs/var/tmp/CacheFileSt orable/DynamicField/3a185f32828a79653f6a091eb41d040c': No such file or directory Traceback (21357): Module: Kernel::System::Main::FileRead (v1.63) Line: 337 Module: Kernel::System::Cache::FileStorable::Get (v1.9) Line: 117 Module: Kernel::System::Cache::Get (v1.21) Line: 157 Module: Kernel::System::DynamicField::DynamicFieldListGet (v1.56.2.2) Line: 856 Module: Kernel::System::GenericAgent::new (v1.81) Line: 117 Module: /opt/otrs//bin/otrs.GenericAgent.pl (v1.6) Line: 89 Is there anyway to solve this issue? Thanks

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Internal Server Error on index.pl after update from 5.0.10 to 5.0.23 on Fedora
by JAOUEN Egareg 16 Oct '17

16 Oct '17

Hi all, I have just updated my OTRS server from v5.0.10 to v5.0.23 on Fedora, using the RPM provided on the otrs.com website. All seem good... except I can't log into my OTRS system due to a 500 Internal Server Error on index.pl page. No problem on customer.pl page. Somebody had encountered the same issue ? Did you find a correction ? Thank you, Egareg JAOUEN

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Update to OTRS 6
by Andrea Iannucci 13 Oct '17

13 Oct '17

Hi everyone, I am trying to perform an update to OTRS 6 from the latest OTRS 5 stable release but when I try to run the DB Update script I receive this error: Step 16 of 33: Add basic appointment notification for reminders ... [Thu Oct 12 11:42:25 2017] DBUpdate-to-6.pl: DBD::mysql::db do failed: Incorrect string value: '\xE2\x96\xA0</s...' for column 'text' at row 1 at /home/otrs/domains/support.crazynetwork.it/private_html/Kernel/System/DB.pm line 470. ERROR: OTRS-otrs.Console.pl-Maint::Database::Check-00 Perl: 5.16.3 OS: linux Time: Thu Oct 12 11:42:25 2017 Message: Incorrect string value: '\xE2\x96\xA0</s...' for column 'text' at row 1, SQL: ' INSERT INTO notification_event_message (notification_id, subject, text, content_type, language) VALUES (?, ?, ?, ?, ?)' Traceback (16155): Module: Kernel::System::NotificationEvent::NotificationAdd Line: 404 Module: scripts::DBUpdateTo6::AddAppointmentCalendarNotification::Run Line: 162 Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157 Module: scripts::DBUpdateTo6::Run Line: 69 Module: ./DBUpdate-to-6.pl Line: 82 My system specs are: mysql Ver 15.1 Distrib 10.2.9-MariaDB, for Linux (x86_64) using readline 5.1 Server version: Apache/2.4.28 (Unix) nginx version: nginx/1.13.5 (As proxy to Apache) Does anyone can help me out with this? Thanks Best regards

3 5

Update to OTRS 6
by Andrea Iannucci 12 Oct '17

12 Oct '17

Hi everyone, I am trying to perform an update to OTRS 6 from the latest OTRS 5 stable release but when I try to run the DB Update script I receive this error: Step 16 of 33: Add basic appointment notification for reminders ... [Thu Oct 12 11:42:25 2017] DBUpdate-to-6.pl: DBD::mysql::db do failed: Incorrect string value: '\xE2\x96\xA0</s...' for column 'text' at row 1 at /home/otrs/domains/support.crazynetwork.it/private_html/Kernel/System/DB.pm line 470. ERROR: OTRS-otrs.Console.pl-Maint::Database::Check-00 Perl: 5.16.3 OS: linux Time: Thu Oct 12 11:42:25 2017 Message: Incorrect string value: '\xE2\x96\xA0</s...' for column 'text' at row 1, SQL: ' INSERT INTO notification_event_message (notification_id, subject, text, content_type, language) VALUES (?, ?, ?, ?, ?)' Traceback (16155): Module: Kernel::System::NotificationEvent::NotificationAdd Line: 404 Module: scripts::DBUpdateTo6::AddAppointmentCalendarNotification::Run Line: 162 Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157 Module: scripts::DBUpdateTo6::Run Line: 69 Module: ./DBUpdate-to-6.pl Line: 82 My system specs are: mysql Ver 15.1 Distrib 10.2.9-MariaDB, for Linux (x86_64) using readline 5.1 Server version: Apache/2.4.28 (Unix) nginx version: nginx/1.13.5 (As proxy to Apache) Does anyone can help me out with this? Thanks Best regards -- Andrea Iannucci ---------------------- Managed Service Team Leader - Senior DevOps Engineer ---------------------- ---------------------------------------------------------------------------------------- (w) www.firstclarity.com (e) andrea.iannucci(a)firstclarity.com (t) +44 (0) 207 199 1500 ---------------------------------------------------------------------------------------- Please consider our enviroment before printing this E-Mail. Thank you. ---------------------------------------------------------------------------------------- This email and any files transmitted with it are confidential, and may be subject to legal privilege, and are intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error or think you may have done so, you may not peruse, use, disseminate, distribute or copy this message. Please notify the sender immediately and delete the original e-mail from your system. The views or opinions expressed are the author's own and may not reflect the views or opinions of First*Clarity. First Clarity Limited (05870648) is registered in England and Wales at 62-64 Baker Street, London, UK, W1U 7DF. ----------------------------------------------------------------------------------------

1 0

mail is truncated / cut off
by Hinrich Aue 04 Oct '17

04 Oct '17

I just saw that the mail, the way OTRS shows it contains a ###########LinkHash-2############ after an FTP link. Soes anybody know where this is coming from? Hinrich Aue Sr. Software Engineer Kofax Development GmbH Wentzinger Strasse 19 79106 Freiburg Germany Tel: +49 761 452 69 57234 Fax: +49 761 452 69 58734 Hinrich.Aue(a)kofax.com blog<http://www.kofax.com/blog/> | twitter<https://twitter.com/Kofax> | linkedin<https://www.linkedin.com/company/kofax> | facebook<https://www.facebook.com/kofax.inc> | talent network<http://www.jobs.net/jobs/Kofax-Inc/join> ________________________________ This communication is only for the use of the intended recipient. It may contain confidential or proprietary information. If you are not the intended recipient or have received this communication in error, please notify the sender via phone and destroy this communication immediately. Kofax Development GmbH Sitz der Gesellschaft: Freiburg i. Brg. Registergericht: Amtsgericht Freiburg i.Br. Registernummer: HRB 7007 Gesch?ftsf?hrer: Bradford Weller, Christian Hefner, Daniel Geiger

2 1

mail is truncated / cut off
by Hinrich Aue 04 Oct '17

04 Oct '17

Hello, every now and then there are mails which are chopped at some point. They Are not longer than other mails. We are using Exchange IMAP. Can I find some kind of log for the email filter? Are there known issues with HTML mails? Hinrich Aue Sr. Software Engineer Kofax Development GmbH Wentzinger Strasse 19 79106 Freiburg Germany Tel: +49 761 452 69 57234 Fax: +49 761 452 69 58734 Hinrich.Aue(a)kofax.com blog<http://www.kofax.com/blog/> | twitter<https://twitter.com/Kofax> | linkedin<https://www.linkedin.com/company/kofax> | facebook<https://www.facebook.com/kofax.inc> | talent network<http://www.jobs.net/jobs/Kofax-Inc/join> ________________________________ This communication is only for the use of the intended recipient. It may contain confidential or proprietary information. If you are not the intended recipient or have received this communication in error, please notify the sender via phone and destroy this communication immediately. Kofax Development GmbH Sitz der Gesellschaft: Freiburg i. Brg. Registergericht: Amtsgericht Freiburg i.Br. Registernummer: HRB 7007 Gesch?ftsf?hrer: Bradford Weller, Christian Hefner, Daniel Geiger

1 0

Auto Responses not send for ticket creation
by Sujeeva Tissaarachchi 18 Sep '17

18 Sep '17

Dear Friends, I have an issue in Auto Responses only for "default reply (after new ticket has been created)" It send all the emails but not this. Error I found in the "SchedulerTaskWorkerERR.log" is: Quote[Wed Sep 13 05:06:57 2017] otrs.Daemon.pl: Net::SMTP: Unexpected EOF on command channel at /opt/otrs/Kernel/System/Email/SMTP.pm line 170ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-65 Perl: 5.10.1 OS: linux Time: Wed Sep 13 05:06:57 2017 Message: Can't send message: 354End data with <CR><LF>.<CR><LF>Unquote Can anyone give me a clue to resolve this issue Best Regards, Sujeeva Tissaarachchi

3 5

AUTOREPLY otrs Digest, Vol 108, Issue 3
by baer＠opm-computer.de 14 Sep '17

14 Sep '17

Sehr geehrte Damen und Herren, in der Zeit vom 14.09.2017 bis einschließlich 03.10.2017 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: auto-login for customers (Sujeeva Tissaarachchi) 2. Auto Responses not send for ticket creation (Sujeeva Tissaarachchi) 3. Re: Auto Responses not send for ticket creation (Kuss Reinhard) 4. Re: Auto Responses not send for ticket creation (?r Bal?zs) ---------------------------------------------------------------------- Message: 1 Date: Sat, 9 Sep 2017 14:32:13 +0000 (UTC) From: Sujeeva Tissaarachchi <sujeeva_t(a)yahoo.com> To: Matteo Sgalaberni <sgala(a)sgala.com>, "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> Subject: Re: [otrs] auto-login for customers Message-ID: <1408979862.504333.1504967533833(a)mail.yahoo.com> Content-Type: text/plain; charset="utf-8" Hi Matteo, Did you think about AD/LDAP integration in OTRS? www.youtube.com/watch?v=7iAcNjIi2Bo ?Best Regards, Sujeeva Tissaarachchi? From: Matteo Sgalaberni <sgala(a)sgala.com> To: otrs(a)lists.otrs.org Sent: Friday, 25 August 2017, 22:14 Subject: [otrs] auto-login for customers Hello, I would like to auto-login into "customer.pl" by clicking on a link on an our CRM. I see that a quick way is it passing user/pass to the URL, but it's not a security best practice. Should be correct to obtain a auto-login without: - storing the password on the source system - passing it to the URL I searched on the documentation and found nothing. Does exist a native way to perform this or not? 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

1 0

Re: [otrs] Auto Responses not send for ticket creation
by Kuss Reinhard 13 Sep '17

13 Sep '17

Hi Sujeeva, your mail needs a single dot („.“) at the end of the mail-message on a line for itself. This is the “end-mark” for every mail. If you send a mail from commandline on linux (or any *nix-system..), you end this mail with a single period at the beginning of a line, followed by <CR><LF>. Hence the “unexpected EOF” encountered in your error message. Regards, Reinhard Gesendet: Mittwoch, 13. September 2017 01:58 Betreff: [otrs] Auto Responses not send for ticket creation I have an issue in Auto Responses only for "default reply (after new ticket has been created)" It send all the emails but not this. Error I found in the "SchedulerTaskWorkerERR.log" is: Quote [Wed Sep 13 05:06:57 2017] otrs.Daemon.pl: Net::SMTP: Unexpected EOF on command channel at /opt/otrs/Kernel/System/Email/SMTP.pm line 170 ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-65 Perl: 5.10.1 OS: linux Time: Wed Sep 13 05:06:57 2017 Message: Can't send message: 354End data with <CR><LF>.<CR><LF> Unquote

1 0

auto-login for customers
by Matteo Sgalaberni 09 Sep '17

09 Sep '17

Hello, I would like to auto-login into "customer.pl" by clicking on a link on an our CRM. I see that a quick way is it passing user/pass to the URL, but it's not a security best practice. Should be correct to obtain a auto-login without: - storing the password on the source system - passing it to the URL I searched on the documentation and found nothing. Does exist a native way to perform this or not? Thanks Matteo

4 4

Require urgent help on Multi Front End related issue in OTRS
by sapna kapoor 06 Sep '17

06 Sep '17

Dear Team, I have tried loading OTRS on two web servers and one Database server for load balancing. One web server ( say Server1 ) was already operational, so I wanted to do another installation on 2nd web server (Server2). For that I made changes in installer.pm, so that it skips the check for already existing data base. The installation was done but I found that there is some problem with database consistency. e.g. a new Role added from Server2 is visible on Server 1 after a time lag of 3-4 minutes and similarly for Dynamic Fields . But rest of the functionality like agent, group, queue, tickets is working fine. Kindly guide what I need to do for multi front end installation to work in Load Balancing mode. I am stuck up in this problem since long Regards, Sapna Kapoor

5 4

fetchmail log
by Susan Dittmar 05 Sep '17

05 Sep '17

Hi folks, does OTRS by default log fetched mails? If so, where? Thanks in advance, Susan

2 2

GenericInterface REST JSON format question
by a b 30 Aug '17

30 Aug '17

Hello, OTRS 5.0.22 + ITSM There is a ConfigItem and the following definition: [...] { Key => 'GI_item', Name => 'Example item', Searchable => 1, Input => { Type => 'Dummy', }, CountMin => 1, CountDefault => 1, CountMax => 1, Sub=>[{ Key => 'GI_subitem', Name => 'Example subitem', Searchable => 1, Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::Something::SomeItem', }, CountMin => 1, CountMax => 5, CountDefault => 1, }] }, [...] What is the correct JSON format to describe this object in a GenericInterface REST POST request? My first try was: [...] "GI_item": [ { "GI_subitem": "subitem1" }, { "GI_subitem": "subitem2" } ], [...] But that is no good: { "Error": { "ErrorCode": "ConfigItemCreate.InvalidParameter", "ErrorMessage": "ConfigItemCreate: ConfigItem->CIXMLData->GI_item parameter repetitions is higher than the maxium value!" } } "GI_item": { ????????????? }, Changing the definition a bit works around the problem: { Key => 'GI_item', Name => 'Example Item', Searchable => 1, Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::Something::SomeItem', }, CountMin => 1, CountDefault => 1, CountMax => 5, }, REST POST request is accepted: [...] "GI_item": [ "item1", "item2" ], [...] Thank you very much! Pieter

3 2

Notify when a ticket is reopened
by Carlos Alberto Diana 29 Aug '17

29 Aug '17

How can I send a Notification to user, when he answers an email that informs him that the ticket is closed, saying him that current state is again open? (due to his reply) Thanks in advance CARLOS ALBERTO DIANA SUBGERENTE DE TECNOLOGÍA Y SERVICIOS [cid:image006.png@01D320EA.DF95AA00] Ricardo Gutiérrez 3647 (b1605ehc) Buenos Aires - Argentina [cid:image007.png@01D320EA.DF95AA00] +541147218911 [cid:image008.png@01D320EA.DF95AA00] +5491121562056 [cid:image009.png@01D320EA.DF95AA00] www.makro.com.ar<http://www.makro.com.ar> [cid:image010.png@01D320EA.DF95AA00] ________________________________ ___________________________________________________________________ IMPORTANTE: El texto, documentos y archivos que acompañan a esta transmisión, contienen información confidencial la cual es legalmente secreta. Esta información puede ser usada únicamente por el destinatario cuyo nombre aparece inserto en esta transmisión. Si usted ha recibido esta transmisión por error, notifíquenos inmediatamente por esta misma vía, y borre el archivo y sus anexos. Se hace de su conocimiento por medio de esta nota, que cualquier divulgación, copia, distribución o toma de cualquier acción derivada de la información confiada en esta transmisión, queda estrictamente prohibido, el incumplimiento de esto genera responsabilidad legal. IMPORTANT: The text, documents and files attached to this transmission contain confidential information that must be kept secret by law. This information is for the exclusive use of the specified recipient whose name appears in this transmission. If you have received this message by mistake, please notify us immediately by return e-mail and delete the file and its attachments. You are hereby notified that any dissemination, copying, distribution or adoption of any action arising from the confidential information contained herein is strictly prohibited. Any violation will be penalized by law. ___________________________________________________________________

1 0

JavaScriptError: Cannot call method 'Init' of undefined
by Mimiko 25 Aug '17

25 Aug '17

Hello. I use otrs v.5.0.12. I install ITSM-5.0.22 and have following error when customer opens its ticket: [ERROR] JavaScriptError: Cannot call method 'Init' of undefined CommonJS_15960b24f3865ce266849a98b48306a5.js:1066 [STACKTRACE] (?)()@http://ticket.domain.com/otrs/customer.pl?Action=CustomerTicketZoom;TicketNumber=2017082410000033:528:21 HTMLDocument.TargetNS.Ready@http://ticket.domain.com/otrs-web/js/js-cache/CommonJS_15960b24f3865ce266849a98b48306a5.js:1136:120 n.Callbacks.j@http://ticket.domain.com/otrs-web/js/js-cache/CommonJS_15960b24f3865ce266849a98b48306a5.js:1:26925 Object.n.Callbacks.k.fireWith [as resolveWith]@http://ticket.domain.com/otrs-web/js/js-cache/CommonJS_15960b24f3865ce266849a98b48306a5.js:1:27738 Function.n.extend.ready@http://ticket.domain.com/otrs-web/js/js-cache/CommonJS_15960b24f3865ce266849a98b48306a5.js:1:29532 HTMLDocument.I@http://ticket.domain.com/otrs-web/js/js-cache/CommonJS_15960b24f3865ce266849a98b48306a5.js:1:29723 CommonJS_15960b24f3865ce266849a98b48306a5.js:1066 Uncaught TypeError: Cannot call method 'Init' of undefined CommonJS_15960b24f3865ce266849a98b48306a5.js:1084 The same happens with ITSM-5.0.11 If I uninstall ITSMIncidentProblemManagement package, this problem does not appear.

1 0

Agent Notifications Still Appears after Upgrade to OTRS 5
by Saunders, Eric 22 Aug '17

22 Aug '17

I recently completed a test upgrade from 4.0.24. -> 5.0.22. Following the upgrade, the Agent Notifications menu still appears in the Agent Dashboard. Ticket Notifications is also listed and Agent Notifications from version 4 were successfully migrated. When I attempt to open Agent Notifications in version 5 it throws this error: Module Kernel/Modules/AdminNotification.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) Any insights appreciated. Thanks, +Eric

1 0

URL for 7 Day Stats
by Parag Bhalerao 22 Aug '17

22 Aug '17

Hello friends, I want to display 7 day stats in other dashboard where lot of other details are displayed. Is there a way to call following dashboard into some other webpage? [cid:image001.png@01D31A95.3C382C80] I only want this dashboard, not the entire agent page. Thanks in advance… GoodWills Parag Bhalerao

2 1

Navigation problem.
by André Cavalcante 11 Aug '17

11 Aug '17

Hello everyone, After upgrading from OTRS 4 to OTRS 5 we ran into a navigation problem. If I have an associated item like a IC from CMDB or other ticket, and I click on it, the menu stops working and I have to use the browser"a navigation. Any hints? Thanks André Last login: Wed Aug 9 15:07:23 2017 from 10.5.5.18 [root@camacari ~]# su - otrs -bash-4.1$ bin/otrs.Console.pl Admin::Package::List Listing all installed packages... +----------------------------------------------------------------------------+ | Name: Customer Message of the day | Version: 0.9.9 | Vendor: Artjoms Petrovs @ UCB | URL: http://P.Artijs <http://p.artijs/> | License: GNU GENERAL PUBLIC LICENSE Version 2, June 1991 | Description: A module, which allows to show a custom message of the day to a customer +----------------------------------------------------------------------------+ | Name: FAQ | Version: 5.0.9 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The FAQ/knowledge base. +----------------------------------------------------------------------------+ | Name: GeneralCatalog | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The General Catalog package. +----------------------------------------------------------------------------+ | Name: ImportExport | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The ImportExport package. +----------------------------------------------------------------------------+ | Name: ITSM | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The OTRS::ITSM bundle package. +----------------------------------------------------------------------------+ | Name: ITSMChangeManagement | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The OTRS::ITSM Change Management package. +----------------------------------------------------------------------------+ | Name: ITSMConfigurationManagement | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The OTRS::ITSM Configuration Management package. +----------------------------------------------------------------------------+ | Name: ITSMCore | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The OTRS::ITSM Core package. +----------------------------------------------------------------------------+ | Name: ITSMIncidentProblemManagement | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The OTRS::ITSM Incident and Problem Management package. +----------------------------------------------------------------------------+ | Name: ITSMServiceLevelManagement | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The OTRS::ITSM Service Level Management package. +----------------------------------------------------------------------------+ | Name: Survey | Version: 5.0.4 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: A customer survey tool. +----------------------------------------------------------------------------+ Done. -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

2 1

Automatically load block content
by Santiago DIEZ 09 Aug '17

09 Aug '17

Hi, When reading an article in a ticket, I often see the message: To protect your privacy, remote content was blocked. ---Load blocked content.--- Can I disable this? Can I automatically load blocked content? Regards Santiago ------------------------- Santiago DIEZ Quark Systems & CAOBA 23 rue du Buisson Saint-Louis, 75010 Paris -------------------------

2 1

Re: [otrs] Create two tickets from one mail
by Peter Sabbe 07 Aug '17

07 Aug '17

Hi Julius, Just thinking out loud: what is you created a notification to … the e-mail address linked to the def queue? Peter

1 0

Create two tickets from one mail
by Franz Julius Albert 03 Aug '17

03 Aug '17

Hello, my question is also available under OtterHub - OTRS Community. I hope this do not count as double post. I would like to create two tickets from one mail. The mail contains a TO: abc(a)mydomain.com and a CC: def(a)mydomain.com header. Booth address exists as filters for different queues (using PostMaster::PreFilterModule) , The problem is that only one ticket is created for the "abc" queue. But I would like to have also another ticket in the "def" queue Fetching mails from two different mail accounts is no option. Maybe somebody has an advice? Thank you very much! Julius (OTRS Free 5.0.20)

1 0

Re: [otrs] Issues changing "CustomerKey' for external Customer Backend
by Rick Heisterhagen 27 Jul '17

27 Jul '17

Hi again, Thanks to a helpful OTRS contact I learned that 'mail' must be the last entry in CustomerUserListFields + CustomerUserSearchFields. Here my working configuration again. In the end I had to adjust CustomerKey, CustomerUserListFields, CustomerUserSearchFields and UserLogin to make it work. ________________________________ # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser2} = { Name => Dynamics CRM', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN => 'DBI:ODBC:mssqldynamics', User => 'OTRS', Password => 'xxx', Table => 'OTRSInfo', ForeignDB => 1, CaseSensitive => 1, }, CustomerKey => 'New_contactnumber',#unique key CustomerID => 'AccountNumber',#unter anderem fuer benutzer logins benutzt # CustomerUserListFields + CustomerUserSearchFields last field must be 'ContactEMail' ! CustomerUserListFields => ['ContactFirstName','ContactLastName','AccountName','New_contactnumber','ContactEMail'], # * CustomerUserSearchFields: This array is for the customer search * CustomerUserSearchFields => ['AccountNumber','AccountName','ContactEMail','New_contactnumber','ContactEMail'], CustomerUserNameFields => ['ContactSalutation','ContactLastName'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserPostMasterSearchFields => ['ContactEMail'],# * fuer die zuordnung nach mail eingang durchsuche nur nach email adresse * CustomerUserSearchListLimit => 250, CacheTTL => 1000, ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link ['UserLogin', 'Username', 'New_contactnumber', 0, 1, 'var'], ['UserCustomerID', 'CustomerID', 'AccountNumber', 0, 1, 'var'], ['V_GP_ParentAccount', 'GP_ParentAccount', 'ParentAccount', 1, 0, 'var'], ['V_GP_NAME', 'GP_NAME', 'AccountName', 1, 1, 'var'], ['V_GP_KUNDENNR', 'GP_KUNDENNR', 'AccountNumber', 1, 1, 'var'], ['V_GP_New_contactnumber', 'GP_New_contactnumber', 'New_contactnumber', 1, 1, 'var'], ['V_AP_VORNAME', 'AP_VORNAME', 'ContactFirstName', 1, 1, 'var'], ['V_AP_NAME', 'AP_NAME', 'ContactLastName', 1, 1, 'var'], ['UserEmail', 'Email', 'ContactEMail', 1, 1, 'var'], ['V_GP_AccountId', 'GP_AccountId', 'AccountId', 0, 0, 'var'], ['V_AP_ANREDEBRIEF', 'AP_ANREDEBRIEF', 'ContactSalutation', 0, 1, 'var'], ['V_GP_STAAT_BEZ', 'GP_STAAT_BEZ', 'AccountCountry', 1, 1, 'var'], ['V_GP_Region', 'GP_Region', 'AccountTerritory', 1, 0, 'var'], ['V_GP_AccountOwner', 'GP_AccountOwner', 'accountowner', 1, 0, 'var'], ], }; ________________________________ -Rick From: Rick Heisterhagen Sent: Donnerstag, 27. Juli 2017 11:41 To: 'otrs(a)lists.otrs.org' <otrs(a)lists.otrs.org> Subject: Issues changing "CustomerKey' for external Customer Backend Hi Everyone, I am currently using Microsoft Dynamics CRM as a Customer DB Backend, configuration as follows from my Config.pm. This makes it possible to directly assign customer data automatically as soon as a new ticket is created. In this case the email sender address of the customer is used to find the related data from CRM (map customer data). What I want to do now is to create customer user accounts directly in OTRS DB and use the email address as login. When trying to do this OTRS gives an error due to the fact that the same email address is used as login and 'CustomerKey' (CustomerKey => 'ContactEMail') for the CRM DB since OTRS takes all connected DB's in account when looking at the 'CustomerKey'. So, I was trying for CRM DB to change the CustomerKey to the CRM contact ID of the user account, referenced below as 'New_contactnumber'. But now the only information that gets automatically filled in the ticket is the 'CustomerID' but the other customer data remains empty until I manually set the customer again via ticket menu People > Customer, and that perfectly resolves the email address as before. The question is: Why doesn't OTRS fill the Customer Information automatically anymore? ________________________________ # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser2} = { Name => 'Dynamics CRM', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN => 'DBI:ODBC:mssqldynamics', User => 'OTRS', Password => 'xxxx', Table => 'OTRSInfo', ForeignDB => 1, CaseSensitive => 1, }, CustomerKey => 'New_contactnumber',#unique key CustomerID => 'AccountNumber', CustomerUserListFields => ['ContactFirstName','ContactLastName','AccountName','ContactEMail','New_contactnumber'], # * CustomerUserSearchFields: This array is for the customer search * CustomerUserSearchFields => ['AccountNumber','AccountName','ContactEMail','New_contactnumber'], CustomerUserNameFields => ['ContactSalutation','ContactLastName'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserPostMasterSearchFields => ['ContactEMail'],# * fuer die zuordnung nach mail eingang durchsuche nur nach email adresse * CustomerUserSearchListLimit => 250, CacheTTL => 1000, ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link ['UserLogin', 'Username', 'New_contactnumber', 0, 1, 'var'], ['UserCustomerID', 'CustomerID', 'AccountNumber', 0, 1, 'var'], ['V_GP_ParentAccount', 'GP_ParentAccount', 'ParentAccount', 1, 0, 'var'], ['V_GP_NAME', 'GP_NAME', 'AccountName', 1, 1, 'var'], ['V_GP_KUNDENNR', 'GP_KUNDENNR', 'AccountNumber', 1, 1, 'var'], ['V_AP_VORNAME', 'AP_VORNAME', 'ContactFirstName', 1, 1, 'var'], ['V_AP_NAME', 'AP_NAME', 'ContactLastName', 1, 1, 'var'], ['UserEmail', 'Email', 'ContactEMail', 1, 1, 'var'], ['V_AP_ANREDEBRIEF', 'AP_ANREDEBRIEF', 'ContactSalutation', 0, 1, 'var'], ['V_GP_STAAT_BEZ', 'GP_STAAT_BEZ', 'AccountCountry', 1, 1, 'var'], ['V_GP_Region', 'GP_Region', 'AccountTerritory', 1, 0, 'var'], ['V_GP_AccountId', 'GP_AccountId', 'AccountId', 0, 0, 'var'], ['V_GP_AccountOwner', 'GP_AccountOwner', 'accountowner', 1, 0, 'var'], ['V_GP_New_contactnumber', 'GP_New_contactnumber', 'New_contactnumber', 1, 1, 'var'], ], }; ________________________________ Regards, Rick

1 0

Auto-reply as First Response Time
by Pedro Lobo 27 Jul '17

27 Jul '17

Hi everybody, Is there any way to have the auto-reply associated with a specific queue count as the first response for "First Response Time", or is that against the way OTRS works? Cheers, Pedro

3 6

Issues changing "CustomerKey' for external Customer Backend
by Rick Heisterhagen 27 Jul '17

27 Jul '17

Hi Everyone, I am currently using Microsoft Dynamics CRM as a Customer DB Backend, configuration as follows from my Config.pm. This makes it possible to directly assign customer data automatically as soon as a new ticket is created. In this case the email sender address of the customer is used to find the related data from CRM (map customer data). What I want to do now is to create customer user accounts directly in OTRS DB and use the email address as login. When trying to do this OTRS gives an error due to the fact that the same email address is used as login and 'CustomerKey' (CustomerKey => 'ContactEMail') for the CRM DB since OTRS takes all connected DB's in account when looking at the 'CustomerKey'. So, I was trying for CRM DB to change the CustomerKey to the CRM contact ID of the user account, referenced below as 'New_contactnumber'. But now the only information that gets automatically filled in the ticket is the 'CustomerID' but the other customer data remains empty until I manually set the customer again via ticket menu People > Customer, and that perfectly resolves the email address as before. The question is: Why doesn't OTRS fill the Customer Information automatically anymore? ________________________________ # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser2} = { Name => 'Dynamics CRM', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN => 'DBI:ODBC:mssqldynamics', User => 'OTRS', Password => 'xxxx', Table => 'OTRSInfo', ForeignDB => 1, CaseSensitive => 1, }, CustomerKey => 'New_contactnumber',#unique key CustomerID => 'AccountNumber', CustomerUserListFields => ['ContactFirstName','ContactLastName','AccountName','ContactEMail','New_contactnumber'], # * CustomerUserSearchFields: This array is for the customer search * CustomerUserSearchFields => ['AccountNumber','AccountName','ContactEMail','New_contactnumber'], CustomerUserNameFields => ['ContactSalutation','ContactLastName'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserPostMasterSearchFields => ['ContactEMail'],# * fuer die zuordnung nach mail eingang durchsuche nur nach email adresse * CustomerUserSearchListLimit => 250, CacheTTL => 1000, ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link ['UserLogin', 'Username', 'New_contactnumber', 0, 1, 'var'], ['UserCustomerID', 'CustomerID', 'AccountNumber', 0, 1, 'var'], ['V_GP_ParentAccount', 'GP_ParentAccount', 'ParentAccount', 1, 0, 'var'], ['V_GP_NAME', 'GP_NAME', 'AccountName', 1, 1, 'var'], ['V_GP_KUNDENNR', 'GP_KUNDENNR', 'AccountNumber', 1, 1, 'var'], ['V_AP_VORNAME', 'AP_VORNAME', 'ContactFirstName', 1, 1, 'var'], ['V_AP_NAME', 'AP_NAME', 'ContactLastName', 1, 1, 'var'], ['UserEmail', 'Email', 'ContactEMail', 1, 1, 'var'], ['V_AP_ANREDEBRIEF', 'AP_ANREDEBRIEF', 'ContactSalutation', 0, 1, 'var'], ['V_GP_STAAT_BEZ', 'GP_STAAT_BEZ', 'AccountCountry', 1, 1, 'var'], ['V_GP_Region', 'GP_Region', 'AccountTerritory', 1, 0, 'var'], ['V_GP_AccountId', 'GP_AccountId', 'AccountId', 0, 0, 'var'], ['V_GP_AccountOwner', 'GP_AccountOwner', 'accountowner', 1, 0, 'var'], ['V_GP_New_contactnumber', 'GP_New_contactnumber', 'New_contactnumber', 1, 1, 'var'], ], }; ________________________________ Regards, Rick

1 0

Detect perl error
by Santiago DIEZ 27 Jul '17

27 Jul '17

Hi, I'm new to OTRS as well as to Perl. I'm wondering how I can detect the failure in the function TicketMerge. Here is my script: ************************************** #!/usr/bin/perl use strict; use warnings; use utf8; use Kernel::System::ObjectManager; local $Kernel::OM = Kernel::System::ObjectManager->new(); my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket'); my $Success = $TicketObject->TicketMerge( MainTicketID => 1673, MergeTicketID => 1689123, UserID => 1, ) || die(); ************************************** Is this scenario, ticket id 1689123 does NOT exist and command TicketMerge fails but the script exits with success. How can I know when it fails? Regards ------------------------- Santiago DIEZ Quark Systems & CAOBA 23 rue du Buisson Saint-Louis, 75010 Paris -------------------------

3 2

INSERT INTO customer_user
by Santiago DIEZ 26 Jul '17

26 Jul '17

Hi all, I installed otrs-5.0.20 from source 10 days ago and it works fine. Today I tried to add customer_user directly into the MySQL backend with: INSERT INTO customer_user ( login , email , customer_id , title , first_name , last_name , phone , fax , mobile , street , zip , city , country , comments , valid_id , create_time , create_by , change_time , change_by ) VALUES ( 'turlututu(a)chapeau.tu' , 'turlututu(a)chapeau.tu' , 'XXXX' , '' , 'Turlututu' , 'CHAPEAU' , '' , '' , '' , '' , '' , '' , '' , '' , 1 , NOW() , 2 , NOW() , 2 ); INSERT INTO customer_preferences (user_id , preferences_key , preferences_value) VALUES ('turlututu(a)chapeau.tu', 'UserGoogleAuthenticatorSecretKey', '' ) , ('turlututu(a)chapeau.tu', 'UserLanguage' , 'fr' ) , ('turlututu(a)chapeau.tu', 'UserRefreshTime' , '0' ) , ('turlututu(a)chapeau.tu', 'UserShowTickets' , '25' ); But the new users do not show in otrs/index.pl?Action=AdminCustomerUser;Nav=Agent Does anyone knows why? Is there a better way to programmatically insert customer_user? Regards ------------------------- Santiago DIEZ Quark Systems & CAOBA 23 rue du Buisson Saint-Louis, 75010 Paris -------------------------

4 5

Customer users based on email domain
by Pedro Lobo 25 Jul '17

25 Jul '17

Hi all, I'd like to know if it's possible, and if so, how would I do the following: We're setting up OTRS for our internal use and to provide IT support to a few customers. All communication will be done via email, both creating and replying to tickets and therefore, we have no real need of customers accessing the customer portal. I would however like to associate each new user email with a customer id. So, users that create a ticket from me(a)acme.co are assigned to Acme Co. Users from me(a)evil.corp are assigned to Evil Copr. etc. Is this possible of to I have to manually create a customer user and associate it with a customer ID for Acme and Evil Corp.? Cheers, Pedro

4 4

ticket mails wrong link url
by Nico Bouthoorn 25 Jul '17

25 Jul '17

I'm sorry if this question is asked to many times, couldn't find the answer with a search. How do i change the url or the base url in the mails send for example by escalation: https://otrs//otrsindex.pl?Action=AgentTicketZoom;TicketID=34534 Missing a slash between otrs and index.pl Thanks, Nico -- Nico Bouthoorn System Administrator RedSocks Security P: +31 (0)88 13 33 333 M: +31 6 23391101 W: redsocks.eu A: Laan van Nieuw-Oost Indie 133f 2593 BM Den Haag, The Netherlands This message contains information that may be privileged or confidential and is the property of RedSocks BV. It is intended only for the person to whom it is addressed. If you are not the intended recipient,you are not authorized to read, print, retain, copy, disseminate, distribute, or use this messageor any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

2 1

Renaming a Queue
by Parag Bhalerao 20 Jul '17

20 Jul '17

Hello, Due to some change in the business model, I need to change name of one of the queues. Is it recommended to create a new queue or rename existing queue? If I rename the queue, - what happens to open as well as old tickets those were associated with old queue name - what happens when I run a report with new queue name If I create a new queue, - can I disable old queue, so no new tickets can be created in that queue - If I disable the queue, what happens to open tickets in that queue Appreciate your help. GoodWills Parag Bhalerao

3 3

Backup Types
by Pedro Lobo 17 Jul '17

17 Jul '17

Hi, Could someone be so kind as to explain what the 3 backup types do. `-t fullbackup` and `-t dbonly` are pretty obvious, but `-t nofullbackup` isn't clear to me. Will this perform incremental backup and if so, of the DB, App, what? Thanks in advance, Pedro

2 2

Ticket Notification Wildcard Filter
by Nick Lapp, CGEIT 14 Jul '17

14 Jul '17

I'm using OTRS 5.0.19 and would like to set up a ticket notification email that goes out when a new ticket is created where the CustomerID on the ticket starts with "STU-MCSD-". I've tried using the wildcard STU-MCSD-* just like I'm using in the generic agent but it doesn't seem to be working. Does the ticket filter in ticket notification management accept wildcards? I've also tried a regular expression which didn't work either. Is the another way to accomplish this? Nick

1 0

Global Saved Search Profile
by Pedro Lobo 13 Jul '17

13 Jul '17

Hi, I've created a few saved search profiles in OTRS (namely for tickets). I then shared these profile links with other users, but when then access the link, the search filters are empty or not selected. Is there a way of generating a global search profile? I want all agents to have access to the same search profiles. Cheers, Pedro

2 2

file error - MetaFloater.tt: not found
by Mario Castillo 13 Jul '17

13 Jul '17

Hi, After I upgrade ITSM 5.0.16 to 5.0.20, all ticket can not open. It annouced : "file error - MetaFloater.tt: not found" Anyone know how to fix it? Regard´s Mario Castillo

2 1

Re: [otrs] otrs Digest, Vol 105, Issue 11
by renu kadian 13 Jul '17

13 Jul '17

Hi, Can anybody help me ... On Sat, Jun 24, 2017 at 3:18 PM, <otrs-request(a)lists.otrs.org> wrote: > 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: [OTRS]First Response Time (renu kadian) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 24 Jun 2017 15:18:06 +0530 > From: renu kadian <renupranjil(a)gmail.com> > To: otrs(a)lists.otrs.org > Subject: Re: [otrs] [OTRS]First Response Time > Message-ID: > <CAAzf20tSaE11Ezc7TK1qZsaz7kCUHGjWYpKOLxky2pKzG_a54Q@mail. > gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hi > > > Any one help me its an urgent ..... > > On Sat, Jun 24, 2017 at 2:22 PM, renu kadian <renupranjil(a)gmail.com> > wrote: > > > Hi > > > > > > when I have show ticket status view here two fields available First > > Response Time & Solution Time but it will not shows correct time. > > > > > > ? > > -- > > Renu Kadian : > > 9711493800 > > > > > > -- > Renu Kadian : > 9711493800 >

1 1

Re: [otrs] undo ticket merge?
by LQ Marshall 12 Jul '17

12 Jul '17

Possible but requires direct DB edits which is certainly not recommended. (Backup backup and backup the backup) L.Q.MOne's strength is only determined when the challenge seems overwhelming. null

2 1

undo ticket merge?
by Susan Dittmar 12 Jul '17

12 Jul '17

Hi, is it possible to undo a ticket merge? Our agents occassionally err on which tickets to merge. Thanks for any hints, Susan Dittmar

2 2

Reading Ticket Number from Email Body
by Parag Bhalerao 01 Jul '17

01 Jul '17

Hello, I have a customer who sends ticket number in email body in pre-defined format. I see that OTRS can read ticket numbers form email body (ref: http://doc.otrs.com/doc/manual/admin/6.0/en/html/ConfigReference_Section_Co…) but I am not sure where I can specify format of the ticket number. The format of ticket number in email body is {CMI: MCID089682} · Will it always be enclosed in pair of {} · Will it always start with CMI: · Will ticket number always be MCID followed by exactly 6 digits Appreciate your help. GoodWills Parag Bhalerao

2 2

[OTRS]First Response Time
by renu kadian 01 Jul '17

01 Jul '17

Hi when I have show ticket status view here two fields available First Response Time & Solution Time but it will not shows correct time. -- Renu Kadian : 9711493800

3 3

Another painful LDAPS problem
by Evan Spangler 01 Jul '17

01 Jul '17

Hi all, I've been trying to set up a LDAPS backend for customer auth, but haven't had much luck. I had a working setup with our old domain using plaintext ldap, but new requirements are forcing us to go with LDAPS. The customer list in the Customer Admin section populates correctly, but trying to log in results in "OTRS-CGI-10[1239]: [Error][Kernel::System::User::UserLookup][Line:922]: No UserID found for 'Test.User'!" Running "openssl s_client -connect" results in success but does throw this warning "Verify return code: 21 (unable to verify the first certificate)". All certs are selfsigned, and AD is run on a Win2012 DC. Agents are using the local database. I've tried the Config.pm parameters a few different ways (including versions from OTRS 3 and 4 documentation) with the same results. I've repeated the ldaps://:port in the host directive and in net:ldap parameters, but have tried both independently with the same results. I'm on OTRS 5.0.7 installed via the built-in Ubuntu repositories. I can also install manually if you guys think that might help. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldaps://domaincontroller.fqdn.com:636'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=xxxx,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'service_acct(a)domain.com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxx'; '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(objectclass=user)'; $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 636, timeout => 120, async => 0, version => 3, scheme => 'ldaps', onerror => 'warn', verify => 'none', scope => 'subtree', }; # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Data Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'ldaps://domaincontroller.fqdn.com:636', # ldap base dn BaseDN => 'dc=xxxx,dc=com', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'service_acct(a)domain.com', UserPw => 'xxx', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=user)', # if the charset of your ldap server is iso-8859-1, use this: # SourceCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 636, timeout => 120, async => 0, version => 3, scheme => 'ldaps', onerror => 'warn', verify => 'none', scope => 'subtree', }, }, # customer unique id CustomerKey => 'sAMaccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target, link class(es) [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Let me know if you need any other files or info, and thanks a million!!! -- --- Evan Spangler Systems Administrator TEK Fusion Global, Inc This e-mail may contain confidential or privileged information. This communication and any attached documents may also contain data subject to the International Traffic in Arms Regulations or U.S. Export Administration Regulations and cannot be disseminated, distributed or copied to foreign nationals, residing in the U.S. or abroad, without the prior approval of the U.S. Department of State or appropriate export licensing authority. If you are not the intended recipient, please notify the sender immediately by return e-mail with a copy to: IT(a)tekfusioninc.com and delete this e-mail and all copies and attachments. Opinions, conclusions and other information in this message that do not relate to the official business of Tek Fusion Global, Inc., shall be understood as neither given nor endorsed by it.

3 6

Upgrade 4.0.13 to 5.0.20 - web UI still "v4"
by Jeff Johnson 30 Jun '17

30 Jun '17

Greetings, I performed an upgrade on a functional 4.0.13 OTRS system (Linux, MySQL, RHEL6.7) to OTRS v5.0.20. I followed the upgrade process in the OTRS v5 HTML manual. The upgrade appears to have worked but the Agent UI in the browser is still the "OTRS 4 Free" theme. I'm assuming I'd see a v5 default UI. The reason for the upgrade was to get a responsive UI for agents using mobile devices like iPhones. Did I miss a critical step? I'm not sure where this is set. Maybe it's a v4 config file from my running system that needs editing to enable the v5 default UI? Thanks for any suggestions! --Jeff

2 1

Replies only include e-mail address instead of "name <e-mail>"
by Sebastian Wain 28 Jun '17

28 Jun '17

Hi, I just realized that if a customer initiate a ticket via OTRS the auto-reply goes correctly to "name <e-mail>" but subsequent replies only identifies the user as "e-mail". So, if John Smith <john.smith(a)js.org> sends a new inquiry, the autoreply goes to John Smith <john.smith(a)js.org> but the next replies go to [ john.smith(a)js.org ]( mailto:john.smith@js.org ) The original e-mail only includes the "From:" header. I don't know if we need to include additional ones like "Sender:" or there is another way to solve this. We are using OTRS 5s. Thanks, Sebastian

1 0

Bad Performance
by aledr 22 Jun '17

22 Jun '17

Hi! Had some complains about performance and noticed that: otrs/ index.pl?Action=AgentTicketAttachment;Subaction=HTMLView;ArticleID=108240;FileID=1 Took 99ms otrs/ index.pl?Action=AgentTicketAttachment;Subaction=HTMLView;ArticleID=108240;FileID=2 Took 30s What would be the reason? Thanks. -- [ ]'s Aledr - Alexandre

3 4

Re: [otrs] dynamic field check box visibility
by Peter Sabbe 20 Jun '17

20 Jun '17

Maybe another way to look at it is to include the check box in a process and have the generic agent start the process only when it is applicable (and remove the process when no longer so), that is when your other dynamic field has or has not the valid group name. Cheers Peter

3 2

dashboard settings
by Peter Sabbe 19 Jun '17

19 Jun '17

Hello, If I change my dashboard settings, next time I log in the old settings reappear. I have been testing with this and the new settings appear after a long period of time like hours or days. We run v5 for one application and still v3.3.4 for another application, is there a link with the upgrade? Thanks in advance! Peter

4 3

Upgrade otrs 3.0.7 to 5
by Rose Dowson 16 Jun '17

16 Jun '17

Hi, I want to upgrade my otrs version from 3.0.7 to 5. 1) It is possible to install the new version 5 and restore de old database of otrs 3.0.7 ? 2) Or I should follow the upgrade from 3.0.7 to* 3.1->3.2->3.3->* *4.0.1->4.0.2->4.0.3->...->5.0.9 ?* *3) Or I could **jump directly from * *4.0 to 5 ?* * Please help me.* *Best regards.*

2 1

Dynamic field Visibility
by Sujeeva Tissaarachchi 14 Jun '17

14 Jun '17

Dear Team, Could you give me a clue how to control the dynamic field visibility through ACL? I have below ACL in place. Here I need to show a dynamic field only for Incidents ConfigMatch: Properties: Type: Name: - IncidentConfigChange: PossibleNot: Ticket: DynamicField_BranchDept: [] Best Regards, Sujeeva Tissaarachchi

1 0

Evaluating OTRS
by Kate Dawson 12 Jun '17

12 Jun '17

Hi, I'm trying to evaluate OTRS for a small company, who are currently using Solar Winds WebHelpDesk. The current process for logging a service request, is 1. A user phones a helpdesk operator 2. The helpdesk takes the details, and categorises/classifies the request. They have a large number of different categories for service requests. 3. The helpdesk operator assigns the request to a technician 4. The technician liases with the client, adding notes to the ticket until it is able to be marked as resolved. I wonder how OTRS can be used in this case. Would a queue correspond to each category of request, or should there be a queue per technician ? Are there any easy to read howto's that cover configuring OTRS for a small business. Thanks in advance, Kate Dawson

5 4

Panel notice for non-owner agents
by jriverar＠anzoategui.gob.ve 09 Jun '17

09 Jun '17

Good morning, how could I do for a certain agent to appear a notification of a ticket in the panel when comment or unlock even if that agent does not own or belong to that queue?

1 0

Service field grayed out
by Pedro Lobo 08 Jun '17

08 Jun '17

Hi, I'm attempting to create a new ticket and assign it to a service. I already have a few services created, but when I create a new ticket, the service field isn't active and I can't assign the ticket to the service as it is shown here: http://doc.otrs.com/doc/manual/itsm/stable/en/html/ch06s02.html I'm running OTRS + ITSM Module at 5.0.19 Cheers, Pedro

2 3

Disable the button reply for tickets closed
by Moises Silva 07 Jun '17

07 Jun '17

Hi EveryBody, Is there anyone that know if possible to disable the option reply for tickets with states "closed successful", "closed unsuccessful" and "closed with workaround"? I am using the version the versioon 5.X Thanks, Moises

3 4

new related faq article widget
by 吕睿�＠ 29 May '17

29 May '17

Hi all, In FAQ 5.0.9, Added the new related faq article widget 'This might be helpful' for the customer ticket creation. I want to know how can i enable this feature for Agent frontend？ Best Regards.

2 1

Please help with CMDB CI's import/export
by Adrian Schmidt 18 May '17

18 May '17

Hi I'm Adrian from Burman University, and we have been using OTRS free for a number of years. We added the ITSM package, and we want to start using the CMDB component, probably doing an initial import from a CSV (excel file). I was able to find the Import/Export Management module, and I see as actions: Add Template. I'm taken to Step 1 of 5, Edit common information, and I can add Name / Object (only Config Item shows), Validity, and Comment, but when I press Next no matter what I put in this screen, the system goes back to Step 1. Anybody using the Import/Export module successfully that can give me a hint / some documentation on what I'm doing wrong? Thank you very much! Blessings -- ** This communication, and any documents attached, is intended only for the recipient(s) to whom it is addressed, and may contain personal, confidential and/or privileged information. If you are not the intended recipient, please notify the sender (or the Burman e-mail administrator at (at Postmaster(a)burmanu.ca) immediately and do not copy, distribute or take action on it. Any communication received in error, or subsequent reply, should immediately be deleted or destroyed. Thank You **

1 0

ACL for empty value in properties
by Juan Manuel Clavero Almirón 18 May '17

18 May '17

Hi all, We want to forbid closing a ticket without service. We've been able to do it for stored tickets with an ACL but can't seem to manage in a new ticket form (e.g, in AgentTicketPhone). We thought we could do it with Service in the Properties section but can't match an undefined value. Our last config is like this: ConfigChange: PossibleNot: Ticket: State: - closed successful - closed unsuccessful ConfigMatch: Properties: Frontend: Action: - AgentTicketPhone Service: ServiceID: - '[RegExp]^$' We've also tried with these variants: option a) Service: ServiceID: - '[NotRegExp]^.+$' option b) Service: Name: - '[RegExp]^$' option c) Service: Name: - '[NotRegExp]^.+$' We've got the ACL debug mode on and it shows matching Action but shows nothing on Service. Could you help us? What are we missing? Kind regards, Juan Clavero

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AUTOREPLY otrs Digest, Vol 104, Issue 1
by baer＠opm-computer.de 18 May '17

18 May '17

Sehr geehrte Damen und Herren, in der Zeit vom 06.05.2017 bis einschließlich 21.05.2017 befinde ich mich nicht im Büro. Beachten Sie bitte, dass Ihre EMail 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. ADFS/SAMLv2 Single Sign-On to OTRS? (Sander Goudswaard) 2. <OTRS_CUSTOMER_BODY> in owner update notification? (Susan Dittmar) 3. ACL for empty value in properties (Juan Manuel Clavero Almir?n) 4. Re: ACL for empty value in properties (Alvaro Cordero) 5. Re: ACL for empty value in properties (Alvaro Cordero) 6. Accounted Time (Daniel) ---------------------------------------------------------------------- Message: 1 Date: Wed, 10 May 2017 11:57:16 +0000 From: Sander Goudswaard <s.goudswaard(a)westerscheldetunnel.nl> To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Subject: [otrs] ADFS/SAMLv2 Single Sign-On to OTRS? Message-ID: <81f6deb591a2482ca932452d6a43ae4b(a)wstvs02.westerscheldetunnel.pri> Content-Type: text/plain; charset="us-ascii" Dear all, Is there someone who has set up ADFS Single-Sign On to OTRS (with Mellon at the OTRS side) and could share which settings have been done at the ADFS side? Regards, Sander no_signature ------------------------------ Message: 2 Date: Wed, 10 May 2017 17:22:52 +0200 From: Susan Dittmar <S.Dittmar(a)eureca.de> To: "OTRS Mailing List (english)" <otrs(a)lists.otrs.org> Subject: [otrs] <OTRS_CUSTOMER_BODY> in owner update notification? Message-ID: <ed963137-2a5b-5edc-2a85-2484221a90dd(a)eureca.de> Content-Type: text/plain; charset=utf-8 Hi, is ist possible to have <OTRS_CUSTOMER_BODY> filled in in an owner update notification? My agents urgently request that. Just adding the tag fills it with <OTRS_AGENT_BODY> :-( Thanks in advance, Susan ------------------------------ Message: 3 Date: Wed, 17 May 2017 08:03:24 +0000 From: Juan Manuel Clavero Almir?n <juanm.clavero(a)ibsalut.es> To: "otrs(a)otrs.org" <otrs(a)otrs.org> Subject: [otrs] ACL for empty value in properties Message-ID: <4E6C4135180B424CBFC6C6DE9456154A017D258B94(a)SCPDPSEXMB01P.ssib.local> Content-Type: text/plain; charset="iso-8859-1" Hi all, We want to forbid closing a ticket without service. We've been able to do it for stored tickets with an ACL but can't seem to manage in a new ticket form (e.g, in AgentTicketPhone). We thought we could do it with Service in the Properties section but can't match an undefined value. Our last config is like this: ConfigChange: PossibleNot: Ticket: State: - closed successful - closed unsuccessful ConfigMatch: Properties: Frontend: Action: - AgentTicketPhone Service: ServiceID: - '[RegExp]^$' We've also tried with these variants: option a) Service: ServiceID: - '[NotRegExp]^.+$' option b) Service: Name: - '[RegExp]^$' option c) Service: Name: - '[NotRegExp]^.+$' We've got the ACL debug mode on and it shows matching Action but shows nothing on Service. Could you help us? What are we missing? Kind regards, Juan Clavero ------------------------------ Message: 4 Date: Wed, 17 May 2017 08:34:15 -0600 From: Alvaro Cordero <alvaro(a)gridshield.net> To: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> Cc: "otrs(a)otrs.org" <otrs(a)otrs.org> Subject: Re: [otrs] ACL for empty value in properties Message-ID: <CAKzf-ZOF5hQXBj_+5xV76fcny0dMi-0HS3Q5SfKvOAo5g8z0Vw(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Well, you can always make Service to be Mandatory, that should prevent a ticket to not have one so you shouldn't worry about tickets being closed without being correctly classified. Best Regards. 2017-05-17 2:03 GMT-06:00 Juan Manuel Clavero Almir?n < juanm.clavero(a)ibsalut.es>: > Hi all, > > We want to forbid closing a ticket without service. We've been able to do > it for stored tickets with an ACL but can't seem to manage in a new ticket > form (e.g, in AgentTicketPhone). We thought we could do it with Service in > the Properties section but can't match an undefined value. > > Our last config is like this: > > ConfigChange: > PossibleNot: > Ticket: > State: > - closed successful > - closed unsuccessful > ConfigMatch: > Properties: > Frontend: > Action: > - AgentTicketPhone > Service: > ServiceID: > - '[RegExp]^$' > > We've also tried with these variants: > > option a) > Service: > ServiceID: > - '[NotRegExp]^.+$' > > option b) > Service: > Name: > - '[RegExp]^$' > > option c) > Service: > Name: > - '[NotRegExp]^.+$' > > We've got the ACL debug mode on and it shows matching Action but shows > nothing on Service. > Could you help us? What are we missing? > > Kind regards, > Juan Clavero > > --------------------------------------------------------------------- > 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 RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro(a)gridshield.net

1 0

Accounted Time
by Daniel 16 May '17

16 May '17

Hi there, in all of my Tickets i have a Field „Zeiteinheiten“ This field I set already to mandantory but the Agnets can use “0” as Time. Is there anyway to set the minimum value to 1 -- Grüsse Daniel

1 0

<OTRS_CUSTOMER_BODY> in owner update notification?
by Susan Dittmar 10 May '17

10 May '17

Hi, is ist possible to have <OTRS_CUSTOMER_BODY> filled in in an owner update notification? My agents urgently request that. Just adding the tag fills it with <OTRS_AGENT_BODY> :-( Thanks in advance, Susan

1 0

ADFS/SAMLv2 Single Sign-On to OTRS?
by Sander Goudswaard 10 May '17

10 May '17

Dear all, Is there someone who has set up ADFS Single-Sign On to OTRS (with Mellon at the OTRS side) and could share which settings have been done at the ADFS side? Regards, Sander no_signature

1 0

Multiple Domain Controllers
by Dimitrakakis Georgios 28 Apr '17

28 Apr '17

Hello, I would like to know if it's possible to define more than one Domain Controllers for user authentication. What I would like to do in principle is be able to have a second and even a third domain controller as a failover or running all in parallel for users' authentication. For the moment in my "Config.pm" the primary Domain Controller is defined in: 1. "$Self->{CustomerUser1} = {......." as "Host" 2. $Self->{'AuthModule::LDAP::Host1'} 3. $Self->{'AuthSyncModule::LDAP::Host1'} Regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

2 1

Postmaster filters
by PREF31 OTRS 27 Apr '17

27 Apr '17

Hi How can I export postmaster fIlters ? Thanks and regards Claude

2 1

Missing Module
by Dimitrakakis Georgios 26 Apr '17

26 Apr '17

Hello, I am trying to configure CMDB on OTRS v.5.0.12 and I 've just noticed that when I try to create a new Ticket I get an "Internal Server Error" while at the logs is written: [Fri Apr 21 12:08:27 2017][Error][Kernel::System::ObjectManager::_DieWithError][533] Kernel::System::ITSMConfigItem::XML::Type::CIClassReference could not be loaded: Can't locate Kernel/System/ITSMConfigItem/XML/Type/CIClassReference.pm inn @INC (you may need to install the Kernel::System::ITSMConfigItem::XML::Type::CIClassReference module) (@INC contains: /opt/otrs/KIX4OTRSFAQ /opt/otrs/KIX4OTRSGeneralCatalog /opt/otrs/KIX4OTRSITSMChangeManagement /opt/otrs/KIX4OTRSITSMIncii dentProblem /opt/otrs/KIX4OTRSITSMConfigManagement /opt/otrs/KIX4OTRSITSMCore /opt/otrs/KIX4OTRS /opt/otrs/KIXCore /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/x86_64-linux-gnu/perl/5.20.2 /usr/local/sharee /perl/5.20.2 /usr/lib/x86_64-linux-gnu/perl5/5.20 /usr/share/perl5 /usr/lib/x86_64-linux-gnu/perl/5.20 /usr/share/perl/5.20 /usr/local/lib/site_perl . /usr/local/httpd) at /opt/otrs/Kernel/System/ObjectManager.pm line 191. Any ideas what is wrong now?? Best regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

1 1

My articles about OTRS
by Luis Daniel Lucio Quiroz 26 Apr '17

26 Apr '17

Incase someone likes to read http://inside-out.xyz/technology/installing-otrs-5-under-centos-7-with-ispc… http://inside-out.xyz/technology/configuring-otrs-5-with-memcached-support.… -- Luis Daniel Lucio Quiroz CISSP, CISM, CISA Linux, VoIP and much more fun www.okay.com.mx Need LCR? Check out LCR for FusionPBX with FreeSWITCH Need Billing? Check out Billing for FusionPBX with FreeSWITCH

1 0

Time Accounted Export
by Daniel 25 Apr '17

25 Apr '17

Hi there, is there any way to get an export of all Time Accounted Tickers per Agent which includes also the Ticket-ID? I just can find an Export per Ticket Queue but for me it seems more important to have an export per User. So what exactly I need to see is: Agend Name:Ticket-ID:Queue:TimeAccounted -> Export as CSV or Excel -- Grüsse Daniel

2 5

GenericAgent and Filters
by Pedro Lobo 25 Apr '17

25 Apr '17

Him I'm trying out OTRS to implement it internally. I'm attempting to create a recurring ticket that will reopen every 3 month after being closed. The idea is to have a scheduled task (test backups/DR) that once a support agent completes, it will be reopened 3 months later do do again. So far, I've managed to get the GenericAgent to reopen the ticket, but the various things I've tried seem to trigger the action right away. What I would like is: 1. Ticket is closed 2. GenericAgent runs every day/week and checks the filter 1. Ticket Number is # 2. Ticket Closed More than X minutes ago (just testing with minutes for now) 3. GenericAgent reopens ticket and sends email. What seems to be happening is that the ticket is reopened regardless of how long ago it was closed. How does filter logic work here. Is it Ticket # **AND** Closed time or is it simply matching the first one? If so, how could I do what I'm attempting to do? Cheers, Pedro

1 0

Embedded images missing in ticket (No $ENV)
by Ralf Hildebrandt 25 Apr '17

25 Apr '17

Today I received a ticket with two inline images. Both are displayed as a broken image icon. If I use "open image in new tab", I'm getting this URL: https://otrs.charite.de/otrs/No-$ENV%7B with the error message: ---- snip ---- Not Found The requested URL /otrs/No-$ENV{ was not found on this server. Apache/2.4.25 (Ubuntu) Server at otrs.charite.de Port 443 ---- snip ---- Other users can display the ticket just fine, they get the URL: https://otrs.charite.de/otrs/index.pl?Action=AgentTicketAttachment;Subactio… The unformatted view shows that two inline images are embedded. Shift reload (twice!) strangely fixed the display issue for me. -- 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 1

Custom error page
by Henry Combrinck 25 Apr '17

25 Apr '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 and take care of the issue behind the scenes. Thanks

1 0

Queue Escalations - duplicate escalation email to supervisors
by Henry Combrinck 25 Apr '17

25 Apr '17

Greetings, OTRS 5.0.17 Our queue escalations are working as expected, with agents receiving escalation notifications via email. Is it possible to have a supervisor receive a duplicate of the above email? I'll be giving the Admin->GenericAgent facility a try (ie, calling an external script which sends the supervisor a similar notification email), but was wondering whether there is a more elegant way of achieving this. Thanks

1 1

Error in tempfile
by Carlos Chavez 21 Apr '17

21 Apr '17

My OTRS free installation had been working fine for many years but since yesterday I noticed that there were no tickets and the log file was sending an error: Apr 21 11:00:15 pbxoficina OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-10[6298]: [Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][Line:51]: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: Error: Error in tempfile() using template ./XXXXXXXXXX: Parent directory (./) does not exist at /opt/otrs/Kernel/cpan-lib/MIME/Tools.pm line 172. Yesterday I upgraded from version 5.0.6 to 5.0.18 (using RPM) and everything started working again until this morning and the error is back. Any pointers on where to look? -- Telecomunicaciones Abiertas de México S.A. de C.V. Carlos Chávez +52 (55)8116-9161

1 0

'To:' field missing in email header
by Juraj Benadik 19 Apr '17

19 Apr '17

When I send out Admin notification email, it comes with 'To:' field empty. This is regarded as spam by zoho.com I tried to send via different SMTP servers, but To: field is always empty any idea how to fix this? OTRS Free 5.18\ --G

1 0

Updating OTRS
by PREF31 OTRS 19 Apr '17

19 Apr '17

Hi, Does OTRS have an Automatic Update feature ? Thanks and regards Claude

2 1

Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

36 63

OTRS 5 - Queue ticket escalations
by Henry Combrinck 18 Apr '17

18 Apr '17

Hi all, version: 5.0.17 I'm a confused by what is required to get ticket escalations in our queues. I have configured each queue to have the usual (say 4h) escalations in Admin -> Queues -> Escalation - first response time (minutes), etc. The manual only refers to doing this to get escalations going, however this is not working for me, and I see the intertubes sprinkled with references to setting up a GenericAgent.pm to handle this as well (am I correct in assuming this is for older versions of OTRS?). 1. Is it necessary to use a GenericAgent.pm to action escalations? If so, where do I find samples of doing this? The manual seems to lack this information. Kernel/Config does not have a GenericAgent sample file, nor does Defaults.pm have any examples. 2. If all that is required is the Queue setup in Admin for escalations, how can I debug this to figure out what is failing? 3. I also created a test generic agent job in Admin -> GenericAgent (search all queues for any tickets in any state and with any escalations due for past day), but it always returns 0. otrs.Daemon.pl is running. I'd appreciate any feedback. Thanks Henry

2 2

choose language for answers
by Susan Dittmar 11 Apr '17

11 Apr '17

Dear list, my search ability failed me... We have customers around the world, so our agents would like to choose the language for answers on a case by case basis. As to templates, it's just a matter of adding more of those. But how can I have OTRS make the correct choice as to salutation and signature? Any hints welcome. Thanks in advance, Susan Dittmar

2 2

Statistics module unavailable
by PREF31 OTRS 07 Apr '17

07 Apr '17

Hi, My Statistics module is unavailable for any user or admin. I Have only "Dashboard", "Ticket", "Admin", "Search" I don't know why. Any Idea ? Thanks and regards Claude

1 1

Next ticket state based on Queue?
by Ralf Hildebrandt 06 Apr '17

06 Apr '17

Is is possible to set a "next ticket state" based on the queue the ticket is in? Rationale: In some queues, when we compose an answer, we consider the ticket "closed" (if the solution is not appropriate, the client will answer an re-open the ticket) In other queues, we very often have to ask the customer about data missing on his application form, thus "wait until..." would be a more sensible default. -- 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 1

Process-Ticket: Notification after dynamicfield-change with generic agent?
by Julius Haake 24 Mar '17

24 Mar '17

Dear List, I know this should be working, but something is wrong: A generic-Agent event is checking whether a set date (DynamicField Date) is going to be reached within the next 24 hours. If so, the GA will change another dynamicfield ("datereached") from "no" to "yes". Until here everything is working fine, the mentioned DF is changed. I did set a notification to contact all agents ("Date reached") that have the queue in their personal settings. The notification should be fired if the event dynamicfieldupdate_datereached happens with setting "yes". But it doesnt. I already tried using different dynamicfields (listbox, Text), but no notification. I am stuck here. thoughts: a) It is a process-ticket b) The ticket that should be notified is in state Open and is not locked. But it definetely has an owner. Could that be the point? Is there a possibility to enable any form of deeper debugging for the notification-module? I tried enabling net-smtp-debug without any new finding. Any help is highly appreciated! BR Julius

1 0

How to use regex in postamster filter
by Úr Balázs 19 Mar '17

19 Mar '17

Hi, We are trying to use regex in postmaster filter, but is doesn't work. I don't know if is it a bug, or we use it wrongly. We need to automaticaly close a ticket, which body contains a line with word "Closeable". Only this word is allow in the line. Sample email: To: test(a)example.com From: me(a)example.com Subject: This is a test for auto close Closeable Accounted time: 30 min This ticket can be closed. Regex what we are trying to use in postmaster filter: Filter condition: Check email header: Body Look for value: ^Closeable$ Set Email Headers: Set email header: X-OTRS-State Set value: closed successful We tried ^Closeable.*$ but it also doesn't work. ^Closeable works, but this also matches the line "Closeable or not closeable, that is the question...", but this is not allowed by our policy. Can anybody help? Regards, Balázs

3 4

assign <OTRS_CUSTOMER_REALNAME> via api
by Ritchie, Dennis 27 Feb '17

27 Feb '17

We are using the SOAP api to create tickets in OTRS 5.0.10 and it is working fine, the tickets are being created, and all data is being passed over. But when we try to reply to a ticket created via the API, the "TO" in the "Compose Answer popup" is blank and the Salutation shows the Queue Name instead of the customer real name or email address. Even though in the ticket view, it shows that the "From:" field is populated correctly. Ticket Information: From: someone(a)somewhere.invalid To: Misc Subject: Serial number correc [...] Reply information: From: OTRS System <us(a)us.invalid> *To: Cc: Interestingly enough, the auto reply seems to be working OK. From: us To: someone(a)somewhere.invalid Subject: Automatic Reply - Serial number correc [...] What field do we need to supply with the customer information via the API to populate this (it appears to be the <OTRS_CUSTOMER_REALNAME> field that is being used for the salutation, I am not sure what is being used for the "TO" field). Thank You Dennis Ritchie

2 2

OTRS agent Password Policy
by Rose Dowson 27 Feb '17

27 Feb '17

Hi, How do I enforce an agent password policy of say: - length 15 chars - upper/lower case - symbol - change every 90 days - Password History 3 I want to do this for all otrs agents. Does anyone know the solution? Regards,

3 5

suppress automatic notification of agent about mail from that same agent
by Susan Dittmar 24 Feb '17

24 Feb '17

Hi, some of my collegues (OTRS agents) prefer to work on tickets using their prefered mail client instead of the OTRS framework. When doing so, they send a carbon copy to the otrs mail address. Thus their reply is added to the ticket history. OTRS sees this mail (the CC) as an external mail (which it is). Consequently it notifies any involved agent about this incoming external mail. For truely external mails, this notification is exactly what the collegues want. Is it possible to ask OTRS to suppress the notification in case the sender of the external mail and the recipient of the notification are identical? Thanks for any hints, Julius

1 0

CC recipients in AgentTicketCompose
by Personal Técnico 23 Feb '17

23 Feb '17

Hello, When I receive a ticket from a customer and he/she has created the ticket with a CC recipient (using mail), then, if I answer that ticket with an external mail, CC recipient is not included in AgentTicketCompose (only customer that created ticket appears as recipient "For:". I have modified "Ticket::Frontend::ComposeExcludeCcRecipients" from "yes" to "no" and from "no" to "yes", but in both cases, CC recipient is not included. How I configure OTRS for that purppose? Thanks a lot!!

1 0

HTML content formatting destroyed in replies
by Hinrich Aue 23 Feb '17

23 Feb '17

Hello, we have HTML mail from our customer. There is a table in their emails, that is quite important. when we answer their mails the table is somehow converted into some text representation. I wonder why the HTML content is not kept the way it was? Is there a setting for it? Hinrich Aue Sr. Software Engineer Kofax Development GmbH Wentzinger Strasse 19 79106 Freiburg Germany Tel: +49 761 452 69 57234 Fax: +49 761 452 69 58734 Hinrich.Aue(a)kofax.com blog<http://www.kofax.com/blog/> | twitter<https://twitter.com/Kofax> | linkedin<https://www.linkedin.com/company/kofax> | facebook<https://www.facebook.com/kofax.inc> | talent network<http://www.jobs.net/jobs/Kofax-Inc/join> ________________________________ This communication is only for the use of the intended recipient. It may contain confidential or proprietary information. If you are not the intended recipient or have received this communication in error, please notify the sender via phone and destroy this communication immediately. Kofax Development GmbH Sitz der Gesellschaft: Freiburg i. Brg. Registergericht: Amtsgericht Freiburg i.Br. Registernummer: HRB 7007 Gesch?ftsf?hrer: Bradford Weller, Christian Hefner, Daniel Geiger

1 0

CustomerID not being set anymore
by Kai Nissen 21 Feb '17

21 Feb '17

Hi there, I recently updated from 5.0.9 to 5.0.16, after which I noticed an unwanted change in behaviour: The system used to set the CustomerID to the e-mail address a message was received from. After the update, the field CustomerID remains empty. I looked around in the system settings but could not find anything that might be related to it. I also did not find any mentions of it being changed in the release notes. Of course, I copied the configuration file to the new installation folder (as described in the update manual). Does anyone know how to restore the previous behaviour? Cheers, Kai

1 0

[HOWTO] Timeout too long when a server fail on multiple authentication ldap servers
by ercanaro 21 Feb '17

21 Feb '17

Hi, my server is a Centos 6 with OTRS 3.3.10 My configuration provides this configuration type of situation: $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'ldaps://172.200.100.121'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'dc=ict,dc=test,dc=com'; .... $Self->{'AuthModule2'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'ldaps://172.200.100.120'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'dc=ict,dc=test,dc=com';: ... $Self->{'AuthModule::LDAP::Params'} = { port => 636, *timeout => 120, *(if i modify this value nothing change) async => 0, version => 3, }; ... If the first server fail, the authentication switches to the second ldap server but the time is 60-70 in seconds or more! is possibile to change this timeout? thanks in advance.

1 0

OTRS Scheduler Daemon Cron: MailAccountFetch
by Placide Lysias NJAMI 18 Feb '17

18 Feb '17

OTRS 5.0.16 has been installed. The file Kernel/System/MailAccount/POP3S.pm is patched as per below link. Check the patch below https://github.com/OTRS/otrs/commit/8cb87ff9ef9789606a38e3d70599e38a1f8e9246 But still, we received every 10 min below message : [Sat Feb 18 14:20:02 2017] otrs.Daemon.pl: using SSL support of Net::POP3 3.05 instead of SSLGlue at /opt/otrs/Kernel/cpan-lib/Net/SSLGlue/POP3.pm line 12. Best Regards / Cordialement ----- Placide Lysias NJAMI | IT MANAGER GOLDEN EXOTICS LTD – GHANA P.O. Box K.I.A. 16105 - ACCRA Email: p.njami(a)gelgh.com<mailto:p.njami@gelgh.com> -----Message d'origine----- De : Helpdesk GEL [mailto:helpdesk@gelgh.com] Envoyé : samedi 18 février 2017 14h 20 À : admin(a)gelgh.com Objet : OTRS Scheduler Daemon Cron: MailAccountFetch [Sat Feb 18 14:20:02 2017] otrs.Daemon.pl: using SSL support of Net::POP3 3.05 instead of SSLGlue at /opt/otrs/Kernel/cpan-lib/Net/SSLGlue/POP3.pm line 12.

1 0

closed tickets with same external ticket number are not reopened
by Hinrich Aue 17 Feb '17

17 Feb '17

This was my mistake, I did configure my follow up filter wrong and forgot the state "closed" Now it is working like a charm. Hinrich Aue Sr. Software Engineer Kofax Development GmbH Wentzinger Strasse 19 79106 Freiburg Germany Tel: +49 761 452 69 57234 Fax: +49 761 452 69 58734 Hinrich.Aue(a)kofax.com blog<http://www.kofax.com/blog/> | twitter<https://twitter.com/Kofax> | linkedin<https://www.linkedin.com/company/kofax> | facebook<https://www.facebook.com/kofax.inc> | talent network<http://www.jobs.net/jobs/Kofax-Inc/join> ________________________________ This communication is only for the use of the intended recipient. It may contain confidential or proprietary information. If you are not the intended recipient or have received this communication in error, please notify the sender via phone and destroy this communication immediately. Kofax Development GmbH Sitz der Gesellschaft: Freiburg i. Brg. Registergericht: Amtsgericht Freiburg i.Br. Registernummer: HRB 7007 Gesch?ftsf?hrer: Bradford Weller, Christian Hefner, Daniel Geiger

1 0

Kerberos works for Apache directory, but not for OTRS
by "Stefan Günther" 17 Feb '17

17 Feb '17

1 0

closed tickets with same external ticket number are not reopened
by Hinrich Aue 16 Feb '17

16 Feb '17

hello, we just realized that closed tickets with the same external ticket number are not re-opened when they have been closed already. even though I set PostmasterFollowUpStateClosed to open The queues allow to open on flow ups is this default behaviour? do I have to work on the follow up recognition? we do not have the OTRS ticket numbers in the subject! Is this even possible wihout? thanks, Hinrich Hinrich Aue Sr. Software Engineer Kofax Development GmbH Wentzinger Strasse 19 79106 Freiburg Germany Tel: +49 761 452 69 57234 Fax: +49 761 452 69 58734 Hinrich.Aue(a)kofax.com blog<http://www.kofax.com/blog/> | twitter<https://twitter.com/Kofax> | linkedin<https://www.linkedin.com/company/kofax> | facebook<https://www.facebook.com/kofax.inc> | talent network<http://www.jobs.net/jobs/Kofax-Inc/join> ________________________________ This communication is only for the use of the intended recipient. It may contain confidential or proprietary information. If you are not the intended recipient or have received this communication in error, please notify the sender via phone and destroy this communication immediately. Kofax Development GmbH Sitz der Gesellschaft: Freiburg i. Brg. Registergericht: Amtsgericht Freiburg i.Br. Registernummer: HRB 7007 Gesch?ftsf?hrer: Bradford Weller, Christian Hefner, Daniel Geiger

2 1

OTRS 5 - View and compose permissions but not to close tickets
by Manuel Martínez Valls 16 Feb '17

16 Feb '17

Hi, We would like to implement a scheme with agents having all the permissions on some queues (i.e. 'rw' permission on Main queues) but not on secondary queues on which they should be only allowed to read, reply and change owner, but not to close the tickets. We want also to allow the 'move_to' permission onto any queue. For example, consider the next scenario: a 3-queue scheme with 3 agents. Agent1: is allowed to do everything on the main queue Q1. He can colaborate on the Q2 (secondary), and have no access to Q3 Agent2: is allowed to do everything on Q1 and Q2, and is colaborator on Q3 Agent3: Main queues Q2 and Q3, and secondary queue Q1. To achieve this, I've done the following: * Add 'close' and 'compose' permissions (before 'rw) on Ticket->Core::Ticket System::Permission * Change Frontend::Agent::Ticket::ViewQueue Ticket::QueueViewAllPossibleTickets to 'Yes', to allow agents to see the tickets in the 'ro' Queues. Then I've created many roles: Main1role: with all the permissions on Q1 Sec1role: with the permissions: ro, move_into, note, owner and compose ... (same with the other queues). And finally set Agent-Role relations: * User1: Main1role, Sec2role * User2: Main1role, Main2role, Sec3role * User3: Sec1role, Main2role, Main3role Now, * Agents are allowed to do everything in their main queues (as expected) and to see the tickets in the secondary queues they need to go to the 'Queue View' (they do not see them in the dashboard). That's right. *Agents are able to read a ticket, and reply and, from the begining, they do not have the 'Close' option in the ticket menu on secondary queues. As expected. That's right also. * But, when they reply a ticket of a secondary queue, they are able to choose as 'Next ticket state' the closed state, and close the ticket. This is strange, because the agent has not the 'close' permission on this queue. Moreover, after replying a ticket, the user becomes owner and then he is able to see the 'Close' option in the ticket menu, and also to close the ticket, and he should not, as in the previous case. Can you help me to make this scheme work? Regards, Manuel Martínez --

3 3

Reports by agents
by Jesus Rivera 09 Feb '17

09 Feb '17

Good morning, I would like to generate reports on how many tickets an agent makes, but according to our way of working, there is a supervisor who closes the ticket, the problem is that when the ticket is closed, it is left with the owner of the ticket, there will be some form That a person closes a ticket without being left as owner?

4 5

Problem about updating owner in OTRS 5
by Gökhan Öner 09 Feb '17

09 Feb '17

Hi Everyone, I have upgraded from OTRS 4.0.13 to 5.0.16. When i try to update the owner from owner menu, i couldn't find any place to select owner. Everything seems true in SysConfig. The screenshot is attached. Can anyone help me with this issue ? Regards.

2 6

is the external ID visible somewhere
by Hinrich Aue 06 Feb '17

06 Feb '17

Hello, we are using OTRS 5. We are receiving emails from another ticket system, and we want to bundle them by external ticket ID. Is the external ID somewhere visible? First in the database, or also in the ticket itself in the web interface? Hinrich Hinrich Aue Sr. Software Engineer Kofax Development GmbH Wentzinger Strasse 19 79106 Freiburg Germany Tel: +49 761 452 69 57234 Fax: +49 761 452 69 58734 Hinrich.Aue(a)kofax.com blog<http://www.kofax.com/blog/> | twitter<https://twitter.com/Kofax> | linkedin<https://www.linkedin.com/company/kofax> | facebook<https://www.facebook.com/kofax.inc> | talent network<http://www.jobs.net/jobs/Kofax-Inc/join> ________________________________ This communication is only for the use of the intended recipient. It may contain confidential or proprietary information. If you are not the intended recipient or have received this communication in error, please notify the sender via phone and destroy this communication immediately. Kofax Development GmbH Sitz der Gesellschaft: Freiburg i. Brg. Registergericht: Amtsgericht Freiburg i.Br. Registernummer: HRB 7007 Gesch?ftsf?hrer: Bradford Weller, Christian Hefner, Daniel Geiger

2 1

[HOWTO] Fix OTRS compatibility problems with Internet Explorer via Active Directory GPO
by Giovanni Mellini 05 Feb '17

05 Feb '17

Hi list. at following url https://scubarda.wordpress.com/2017/01/21/fix-otrs-compatibility-problems-w… you can find a blog post I wrote on how to fix compatibility problems with OTRS while using Microsoft Internet Explorer. Tested on: - Active Directory Win2008R2 environment - OTRS 4 - Internet Explorer 11 Hope this can be useful Giovanni

1 0

Create Dashboard Widget
by Dimitrakakis Georgios 27 Jan '17

27 Jan '17

Hi, I am trying to find some instructions on how to create a new dashboard widget that will show both the "new" and "open" tickets. For the moment in OTRS there are 2 different dashboard widgets. One for the "new" tickets and another one for the "open". So, how can I create a new one that will combine and show both of them? Thank you for your help! Best regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

3 2

Auto Response tags not working?
by Yılmaz Bilgili 25 Jan '17

25 Jan '17

Dear List, I am not sure %100 It was working previously, when a first time customer user (not recorded as customer user in the otrs system) sends a mail to the system, auto response can not resolve user's name from the email. I tried below three tags in the template but it is still put system default email address or display name in to the mail. Examples: Thank you <OTRS_CUSTOMER_REALNAME> Thank you <OTRS_CUSTOMER_From> Thank you <OTRS_CURRENT_UserFirstname> All these variables returns something like below, Thank you helpdesk(a)otrs.com or Thank you Helpdesk instead of Thank you Yilmaz Bilgili --- I am using OTRS 5s on Debian up to date stable system. How can I resolve this? Thanks in advance. Best regards, Yilmaz

1 0

Leftover tables in the OTRS database [5s]
by Ralf Hildebrandt 25 Jan '17

25 Jan '17

2 1

New state after a closed ticket gets a follow-up
by Personal Técnico 20 Jan '17

20 Jan '17

2 2

Remove Filter Attachments Box
by Dimitrakakis Georgios 20 Jan '17

20 Jan '17

Hello! Is it possible to remove the "Filter for Attachments" box for all agents and how? Best regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

1 0

Reports by agents
by Jesus Rivera 18 Jan '17

18 Jan '17

Good morning, does anyone know if in the version of other 5.0.11 generate reports by agents or owners? In the option of reports does not allow me to place it in the axes x nor y.

2 4

New Tab Customer Interface
by Dimitrakakis Georgios 17 Jan '17

17 Jan '17

Hello group and a happy new year to all of you! I would like some help with the following : Essentially what I would like to have in the end is a new tab in the customer interface where I will put ticket templates. So I guess I need answers to the following questions: 1) How can I add a new Tab next to the already available ones for the customer? 2) How can I make this Tab read specific Ticket Templates and not all? Can someone help? I am currently running OTRSv.5.0.12 with KIX4OTRS v.8.0.9 using a postgres v.9.4 on a Debian system. Alternatively if there is a paid addon that can be used to achieve the aforementioned goal it would be good to know. Best regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

1 0

problem while importing config items
by Niccolò Castoldi 16 Jan '17

16 Jan '17

Hi guys, i already wrote to the ITSM mailing list but did not receive any feedback, so i am forwarding my question here on the generic one... i am running OTRS 5.0.12 with ITSM package for this version and just ran into a problem while importing data into my CMDB: to put it simple, the system creates the CIs in accordance to my CSV files but it does not fully populate all their fields in accordance with the data i put in the CSVs. For example, if i have a custom class with 100 attributes and i try to import 10 items of that class (with all the 100 fields compiled), i see 100 new CIs but with only 10-15 fields populated. My custom classes are for Servers, Firewalls and Switches. From the tests i performed so far, i noticed the following: - A CI is created for each row of a CSV file (as expected); - There are no "required" fields in the classes, so no errors received; - "Empty fields indicate that the current values are kept" is selected in Import/Export; - If i create a new CI manually i can fill out all its fields and save it without issues; - Fields are always populated until a certain point (see below). Each item is created correctly and the first fields which are nearly the same for each class and contain general information about the asset are filled: SerialNo, InventoryID, Manufacturer, Model, Owner, HostName, RackUnits, Notes and the like. Then it comes the Maintenance section in which i defined when the asset's warranty will expire and other info, as shown below. This section too is the same for every class i created, the only difference being in the keys names (FirewallVendor will be ServerVendor or SwitchVendor) >From this point onwards, the system simply "ignores" the values present in the CSV file and creates the asset with the remaining fields blanked out. After the Maintenance section there are several others for each class but the values are always ignored. ################################## Firewall Maintenance ######################################## { Key => 'FirewallMaintenance', Name => 'Maintenance', Input => { Type => 'Dummy', }, Sub => [ { Key => 'WarrantyExpirationDateFirewall', Name => 'Expiration', Searchable => 1, Input => { Type => 'Date', YearPeriodPast => 20, YearPeriodFuture => 10, }, }, { Key => 'RenewYesNo', Name => 'Renew', Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::YesNo', Translation => 1, }, }, { Key => 'FirewallVendor', Name => 'Vendor', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 50, }, }, { Key => 'MaintenanceNotes', Name => 'Notes', Searchable => 1, Input => { Type => 'TextArea', }, }, ], CountMin => 0, CountMax => 4, CountDefault => 0, }, ############################### End Firewall Maintenance ##################################### Did anyone else experience a similar behavior? Any advices? Many thanks in advance for your time, Niccolò

1 0

Disable dynamic field by acl
by Jesus Rivera 29 Dec '16

29 Dec '16

Good morning, how do I create an ACL that disables a dynamic field when I select a service? I get it to enable certain values when I select the services, but I need to be disabled when I select some services that do not have children, I have not been able to reach you. I would appreciate the help they can give me.

1 0

GenerticAgent does not work (OTRS4)
by Ml Ml 29 Dec '16

29 Dec '16

Hello List, i am running OTRS4 and i set up a Generic Agent in the Web GUI. If i (dry) run this job in the Web Gui, it finds 10 Matching Tickets. If i run the following on the command line, it does not find any ticket match: otrs:~# su - otrs otrs@otrs:~$ $HOME/bin/otrs.GenericAgent.pl Job: 'send escalation notifications' otrs@otrs:~$ Does someone have a hint/idea? Thanks, Mario p.s. Debug mode does not show much either: otrs@otrs:~$ $HOME/bin/otrs.GenericAgent.pl -d Job: 'send escalation notifications' otrs@otrs:~$

2 2

About changing the default installation directory on SLE12
by Yang Guangzhong 29 Dec '16

29 Dec '16

Hi everyone, To follow the installation instruction, the default installaton directory is /opt/otrs/...... Now I want to put the default directory to /srv/www/otrs... on SLE12, but it does not work and shows: Server error! The server encountered an internal error and was unable to complete your request. Error message: End of script output before headers: installer.pl If you think this is a server error, please contact the webmaster <%5bno%20address%20given%5d>. Error 500192.168.1.244 Apache/2.4.10 (Linux/SUSE) I edit apache2-httpd.include.conf and replace the path /opt/ by /srv/www/, it also does not work. Please could anyone tell me how I should do if I want to change the default installation directory. Thanks,

2 1

Access Control List problem
by Dimitrakakis Georgios 22 Dec '16

22 Dec '16

Dear all, I am trying to create an Access Control List that will disallow an Active Directory User (e.g. guest01) to be able to send a ticket to a specific queue (actually sub-queue of the main queue). In the ACL.jpg you can see the ACL rules (it's valid and its number is 100 without the existence of any other ACLs). In the ACL2.jpg you can see that despite the ACL the 01IT::06-Λοιπά sub-queue is still visible when the "guest01" user tries to submit a new ticket. Is everything correct?? If not what can I do in order to hide it from that user?? If yes, do I have to clear any caches before trying to load the page (I 've already tried that without success but maybe there is something else I should do)? Best regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

1 1

5s: Attachment not viewable/clickable when composing an answer
by Ralf Hildebrandt 21 Dec '16

21 Dec '16

When answering a ticket, the agent can appen attachments to their answer. And they can delete attachments from the reply. But, once an attachment has been added, the agent cannot verify (by clicking on the attachment) if he/she attached the correct file. Is this configurable? Running OTRS 5s here. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

2 1

Technician Dashboard
by DHilsbos＠performair.com 21 Dec '16

21 Dec '16

All; We're running OTRS 5.0.11. I have one technician whose dashboard view never shows tickets, even tickets in queues that he has full permissions to, and has "subscribed" to (personal preferences --> My Queues). It even refuses to show tickets which belong to him. I've looked at this several times, and can't seem to find the solution. Anyone have any ideas? Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc. DHilsbos(a)PerformAir.com www.PerformAir.com

1 0

5s: cannot find the "escalation notification recipient settings"
by Ralf Hildebrandt 20 Dec '16

20 Dec '16

The OTRS manual says: "Please also review the escalation notification recipient settings and see if they match with your expectations (agents who have the ticket in one of their custom queues vs. all agents with read permissions). " I want the former -- "agents who have the ticket in one of their custom queues" This was configured via a setting in the file Kernel/Config/GenericAgent.pm (now obsolete) previously and can now be controlled via the GUI for each notification separately But where can I find this setting? Running OTRS 5s here. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

1 0

export with SQL querie(s)
by Stéphane Pouyllau 18 Dec '16

18 Dec '16

Dear all, I think is a « classic » question but I want to export all items of all tickets to CSV file. What’s the SQL query ? Is there a guideline or an OTRS SQL queries « almanac » ? Best, Stéphane. -- Stéphane POUYLLAU Ingénieur de recherche CNRS Directeur technique d'Huma-Num http://www.huma-num.fr http://humanum.hypotheses.org Twitter : http://twitter.com/spouyllau Blog perso : http://blog.stephanepouyllau.org

2 6

Re: [otrs] OTRS empty mail from:
by Chris BOUSQUET 12 Dec '16

12 Dec '16

Hello All! I have a problem with OTRS since messages that are sent from OTRS to list admins and users are not coming through. I have debuged problem down to the fact that when OTRS (2.2) sends email it doesn't correctly set MAIL FROM header in SMTP connection. OTRS sends the email with "MAIL FROM:<>" instead of something like "MAIL FROM:<otrs at company.com<http://lists.otrs.org/cgi-bin/listinfo/otrs>>". This mail is then rejected by mailer since it has empty sender field. I did recheck my OTRS settings and I have setup email addresses for sending out. Am I missing a parameter in OTRS or is this intended to be in such way!? BR, Chris

2 1

Interface ReST or similar
by Paul Mancheno H. 10 Dec '16

10 Dec '16

Hello friends. How can I create agents, roles and / or queues through REST (or something similar) ?. The company I work with has 20 agents stored in a database and I want to create a script to create them directly in OTRS. Best regards, Pepo.

1 0

Outgoing email to system address not possible anymore
by Patrick Banholzer 08 Dec '16

08 Dec '16

Hi, we have an issue since we upgraded to OTRS 5. Previously it was possible to put a system address of otrs (e.g. email address of different queue) into the "To:" or the "CC:" field of outgoing emails. This was used to inform the agents of the other queue about different things. I know this should also be possible by splitting the ticket and assigning it to the special queue, but we have some special cirumstances. OTRS has a system address which is used to send e-mails but not to receive. The mailbox is used in MS Exchange for a group or team. They forward some of the answers to the otrs system if relevant, but customer replies should never be attached directly whithout beeing reviewed. Now we have the case, that some agents want to inform the people reading the Exchange mailbox, but this isn't working anymore. The error message is: EN: This address is registered as system address and cannot be used ... DE: DIese Adresse ist als Systemadresse registriert und kann daher nicht verwendet werden ... Is there a possibility to bring back the old behaviour? Thanks - Patrick

2 2

Delete Attachment doesn't clean DB
by Dimitrakakis Georgios 05 Dec '16

05 Dec '16

Hi all, I am testing how can I free some space from the DB. Therefore I have created a ticket with multiple "big" attachments and then went directly to the ticket and I have deleted the attachments. I was expecting to see a noticeable reduce of the DB size but didn't see anything. Any reason why? Is there any other process I should run to cleat it up? My OTRS version is 5.0.12 with PostgreSQL DB 9.4 Regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

3 6

No Reaction on index.pl
by No Spam 30 Nov '16

30 Nov '16

Hey Guys, I have a weird problem, my OTRS is not reacting to any button presses, eg the password reset or the login button. Where should I look for the problem. Thanks for your guidance Greets J

2 2

OTRS config : LDAP and Consumers
by Joel Marchand 30 Nov '16

30 Nov '16

Hello, My config : Linux CentOS 7 - otrs-5.0.13-01 (from rpm) - OpenLDAP 2.4 I have configured OTRS to use LDAP for the Agents authentification. It is OK. I want to do the same for the Consumers. I read many examples, but without success. 1/ in the Administration/Consumers panel, I see all my LDAP users like : jjma2 jma2 jma2 jma2(a)jma2.com jma2(a)jma2.com 2/ when I try to login with an LDAP id, I get these message Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. 3/ and in /var/log/httpd/error.log, I get ERROR: OTRS-CGI-38 Perl: 5.16.3 OS: linux Time: Fri Nov 4 10:40:31 2016 Message: No UserID found for 'jjma2'! RemoteAddress: 109.190.22.197 RequestURI: /otrs/index.pl Traceback (19414): Module: Kernel::System::User::UserLookup Line: 935 Module: Kernel::System::Auth::Auth Line: 206 Module: Kernel::System::Web::InterfaceAgent::Run Line: 228 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_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-38 Perl: 5.16.3 OS: linux Time: Fri Nov 4 10:40:31 2016 Message: No UserID found for 'jjma2'! RemoteAddress: 109.190.22.197 RequestURI: /otrs/index.pl Traceback (19414): Module: Kernel::System::User::UserLookup Line: 935 Module: Kernel::System::Auth::Auth Line: 305 Module: Kernel::System::Web::InterfaceAgent::Run Line: 228 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_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 My config is below. Where is my mistake ? Thanks a lot for any suggestion. Joel Marchand $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'ldaps://ldapr1.huma-num.fr:636/', # ldap base dn BaseDN => 'dc=huma-num,dc=fr', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=otrs,ou=dsa,dc=huma-num,dc=fr', UserPw => 'xxxx', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=posixAccount)', # if the charset of your ldap server is iso-8859-1, use this: # SourceCharset => 'iso-8859-1', # die if backend can't work, e. g. can't connect to server Die => 1, # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 636, timeout => 120, async => 0, version => 3, cafile => '/etc/ssl/certs/star_huma-num_fr-intermediate.pem', clientcert => '/etc/ssl/certs/star_huma-num_fr.pem', clientkey => '/etc/ssl/private/star_huma-num_fr.key', }, }, # customer unique id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, # cache time to live in sec. - cache any ldap queries CacheTTL => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; PS : I try also $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,ou=dsa,dc=huma-num,dc=fr'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxx'; $Self->{'Customer::AuthModule::LDAP::Host'} = ['ldaps://ldapr1.huma-num.fr:636/','ldaps://ldapr2.huma-num.fr:636/']; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=huma-num,dc=fr'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(objectclass=posixAccount)'; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 636, timeout => 120, async => 0, version => 3, cafile => '/etc/ssl/certs/star_huma-num_fr-intermediate.pem', clientcert => '/etc/ssl/certs/star_huma-num_fr.pem', clientkey => '/etc/ssl/private/star_huma-num_fr.key', }; -> with this configuration, I don't see the LDAP accounts in the Administration/Customers panel. -- Très Grande Infrastructure de Recherche Huma-Num - CNRS UMS 3598 3ème étage - bureau 303 - CS n°71345 196 avenue de France - 75648 PARIS CEDEX 13 Tél : 01 49 54 83 09 - http://www.huma-num.fr/personne/joel-marchand

2 3

otrs.PostMaster.pl
by Susan Dittmar 30 Nov '16

30 Nov '16

Hi, according to this script's output, this script is deprecated. If I want to feed OTRS 5s its mails 'by hand', how am I to do that? Thanks in advance, Susan

2 1

Missing translations for tooltips of TicketOverview
by claude 22 Nov '16

22 Nov '16

Hi, I already post about this problem but I try again. I have 3.3.9 OTRS and tooltips of TicketOverviewSmall columns are not translated. I apply solution give in the website of OTRS : Fixed bug#10471 - Missing translations for tooltips of TicketOverview (https://github.com/OTRS/otrs/commit/d7d7ad382755096bf2b82f7aabfcfadda5fd1306) It's work when column is not sorted. Example "TicketNumber" as "numéro de ticket" When the column is sorted the field's name is not translated but the sorting direction is translated. Example "TicketNumber, tri croissant". Thanks Claude

2 2

Re: [otrs] otrs Digest, Vol 97, Issue 17 | query unlocked Tickets with unanswered customer requests
by OTRS Ziege 20 Nov '16

20 Nov '16

Hi Folks, my Goal is to get a list of all unanwsered (by an Agent) and unlocked tickets. I think i have to do it with an Database Query. But thats the step I need some help. I want to query all new and unlocked Tickets in which there are sequential costumer requests. For example three. Can someone help by that Database query. Thanks in Advance Bye Marvin 2016-10-31 21:12 GMT+01:00 <otrs-request(a)lists.otrs.org>: > 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: otrs Digest, Vol 97, Issue 14 query unlocked Tickets > with unanswered customer requests (otrs otrs) > 2. question about recipients from escalation notifications > (Leonardo Certuche) > 3. show/hide dynamic fields on phone ticket (Kent Kollasch) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sun, 30 Oct 2016 12:48:00 +0100 > From: otrs otrs <otrs.test.ziege(a)gmail.com> > To: otrs(a)lists.otrs.org > Subject: Re: [otrs] otrs Digest, Vol 97, Issue 14 query unlocked > Tickets with unanswered customer requests > Message-ID: > <CAPfqst1cw+DV9ZUp9u6tPdEk+dquD=BAFFnWPcELh28zGQsJGQ@ > mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hi Georgios, thanks f?r you anwser. > The way you describe to me ist the first step I do. > First I see all unlocked Tickets. No Ticket is locked by an Agent. > > So my Problem is, that the agents get no notification(yellow star in the > left Corner on top) when a costumer do a request of an unlocked ticket. > In my IT Department we have some "old" unlocked Tickets. And I want to > escalate these unlocked tickets when a costumer do more than Two request to > the unlocked tickets. > > I hope I could explane it what i want to do. > > Thanks in Advance > Marvin > > 2016-10-27 20:16 GMT+02:00 <otrs-request(a)lists.otrs.org>: > > > 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. How to query unlocked Tickets with unanswered customer > > request (otrs otrs) > > 2. Re: How to query unlocked Tickets with unanswered customer > > request (Dimitrakakis Georgios) > > 3. Phantom ticket (DHilsbos(a)performair.com) > > 4. Dynamic fields in AgentTicketCompose (Andr? Cavalcante) > > > > > > ---------------------------------------------------------------------- > > > > Message: 1 > > Date: Tue, 25 Oct 2016 19:57:45 +0200 > > From: otrs otrs <otrs.test.ziege(a)gmail.com> > > To: otrs(a)lists.otrs.org > > Subject: [otrs] How to query unlocked Tickets with unanswered customer > > request > > Message-ID: > > <CAPfqst3meo6DDinJMU_LGDqTCBCXAReAZhCywoXN_0fH9- > > GWBg(a)mail.gmail.com> > > Content-Type: text/plain; charset="utf-8" > > > > Hi Folks, first of all, thanks evryone in advance how can help me. > > > > My Situation is, that i have round about 200 open and new Tickets. > > Not all of them are locked by an Agent. > > > > Now I want ot have an overview off all unlocked Tickets where the > customer > > have done some request to the ticket. > > For example. > > A customer sends an request to our OTRS-System. But this request will not > > get locked by an Agent. Because there is so much work > > And after a while the same customer will send to the same ticket a > request > > to get to know the state of work. > > But now one answer to him. And after a while he send the third request to > > the same tickets....and so one. > > > > > > Perhaps this could be done by a datanbase query. Hase anyone some > > experinece with that. > > > > Thanks a lot > > Bye Marvin > >

2 1

Add Agent Ticket Menu Button
by Dimitrakakis Georgios 20 Nov '16

20 Nov '16

In my OTRS installation (v.5.0.12) I have added a state (just a different name called "in progress") with type "Open" Is there a way to put a menu button that will change the state of a ticket from the Agent's interface when in Zoom View of the ticket? I am looking something similar to "Pending", "Close", "Decision" etc. It can also be located under "Miscellaneous". Do you have any ideas what will it be needed?? Thanks, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

2 1

ACL to control Queues
by Dimitrakakis Georgios 16 Nov '16

16 Nov '16

I have an OTRS (v.5.0.12) installation connected to an Active Directory. There are several queues and all of them are available to the customers (active directory users) through: Customer Default Groups What I would like to do is to have specific queues available to specific customers (by customerid). Can I achieve something like this with ACLs and how? Regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

2 3

Reply encoding is broken
by Dimitrakakis Georgios 14 Nov '16

14 Nov '16

I have an OTRS installation (v.5.0.12) that has the following problem. When I resume a reply to a ticket that was already saved as draft in a previous attempt all non English characters ( I am using Greek) are shown as question marks (?????). Any idea why this is happening? Regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

1 0

CSS File
by Dimitrakakis Georgios 14 Nov '16

14 Nov '16

Hi! Can you tell me from which initial file(s) is created the "CommonCSS_db899691316d0b29d3ffe950e6d42711.css" file in "~/var/httpd/htdocs/skins/Customer/default/css-cache/css" ? I want to change something and make that change persistent! Regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

1 1

Need TicketID! in CustomerTicketZoom
by Andrzej Kubaczyk 10 Nov '16

10 Nov '16

After updates from version 3.2.17 to 3.3.16 I have problem with a preview of ticketing in the customer panel. When I click on any ticket on the list, I get the message: Error: Need TicketID! ERROR: OTRS-CGI-10 Perl: 5.16.2 OS: linux Time: Fri Jun 24 14:36:49 2016 Message: Need TicketID! RemoteAddress: x.x.x.x RequestURI: /otrs/customer.pl?Action=CustomerTicketZoom;TicketNumber=16062424830 Traceback (21057): Module: Kernel::Output::HTML::Layout::CustomerError (OTRS 3.3.15) Line: 3982 Module: Kernel::Modules::CustomerTicketZoom::Run (v1.48.2.2) Line: 70 Module: Kernel::System::Web::InterfaceCustomer::Run (OTRS 3.3.15) Line: 1024 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

2 1

Tickets "closed" appear as "open"
by Personal Técnico 07 Nov '16

07 Nov '16

Hi, I created four new states called "progress-25%", "progress-50%", "progress-75%" and "progress-90%". Now, when I close successfully (or not) a ticket, it appears as "opened". If I check its "history" I can see this: [...] Old: "progress-90". New: "%closed successful" [...] So it seems that "%" is parsed badly so OTRS doesn't recognize that ticket as closed and, then, it continues appearing as "open" (or "progress"). I have created four new states called "progress-XX" without "%"; executed a generic agent for changing from "progress-XX%" to "progress-XX" and, then, from "progress-XX" to "closed succesfully", but tickets continue appearing in menu "Tickets --> Status view" in "Opened Tickets" althought in ticket properties you can see "Status --> closed succesfully" Please, help!!! What can I do for solve this configuration problem? Thanks!!

2 2

show/hide dynamic fields on phone ticket
by Kent Kollasch 04 Nov '16

04 Nov '16

Hi, I'm trying to show/hide dynamic fields on new phone ticket based on ticket type. I'm having mixed results, only the first dynamic field shows up, the rest stay hidden. I've add the following to Custom/Kernel/Output/HTML/Templates/Standard/AgentTicketPhone.tt. [% RenderBlockStart("TicketType") %] <label class="Mandatory" for="TypeID"><span class="Marker">*</span> [% Translate("Type") | html %]:</label> <div class="Field"> [% Data.TypeStrg %] <div id="TypeIDError" class="TooltipErrorMessage"><p>[% Translate("This field is required.") | html %]</p></div> <div id="TypeIDServerError" class="TooltipErrorMessage"><p>[% Translate("This field is required.") | html %]</p></div> [% WRAPPER JSOnDocumentComplete %] <script type="text/javascript">//<![CDATA[ $('#TypeID').bind('change', function (Event) { Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'TypeID', ['Dest', 'NewUserID', 'NewResponsibleID', 'NextStateID', 'PriorityID', 'ServiceID', 'SLAID', 'SignKeyID', 'CryptKeyID', 'To', 'Cc', 'Bcc', 'StandardTemplateID' [% Data.DynamicFieldNamesStrg %]]); ### shows dynamic fields based on ticket type ### switch ($('#TypeID').val() ) { case "4": document.getElementById('id name').style.display = 'block'; break; default: document.getElementById('id name').style.display = 'none'; } }); //]]></script> [% END %] [% RenderBlockStart("DynamicField") %] <div id="id name" style="display:none;" class="Row Row_DynamicField_[% Data.Name | html %]" className="TicketFreeText Validate_Required ServerError" > [% Data.Label %]<div class="Field">[% Data.Field %]</div> <div class="Clear"></div> </div> [% RenderBlockEnd("DynamicField") %] Thanks, Kent -- Kent C. Kollasch<mailto:Kent.Kollasch@artsway-mfg.com> Director of Information Technology Art's-Way Manufacturing Co., Inc. Phone: (712) 864-0025 Fax: (712) 864-3154 This message may contain information that is confidential and subject to privilege. If you are not the intended recipient and have received this e-mail in error, please disregard and do not open attachments, if any. Please note that the view or opinions presented in this e-mail are solely those of the author.

3 5

Translation to french
by claude 03 Nov '16

03 Nov '16

Hi, I have a 3.3.9 OTRS, I have modify some words or sentences and it's ok. But I don't know where can I translate tooltips for columns headers and tooltips associated to available columns in agentdashboard ? Thanks and regards Claude

1 0

question about recipients from escalation notifications
by Leonardo Certuche 03 Nov '16

03 Nov '16

Hello there, I remember in older versions of OTRS, Escalation notification recipients were governed by any of the following two text-based configurations: # notify all agents who selected the queue in "my queues/custom queues" Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', # notify all agents who can access the ticket with rw permissions Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', Now it seems like the GenericAgent has nothing to do with this and instead there is the following path: Kernel::System::Console::Command::Maint::Ticket::EscalationCheck But it does not allow to define who will be the recipients of the escalation notification. Does anyone know where can this be set in OTRS 5? Regards, Leonardo Certuche

2 1

Re: [otrs] otrs Digest, Vol 97, Issue 14 query unlocked Tickets with unanswered customer requests
by otrs otrs 30 Oct '16

30 Oct '16

Hi Georgios, thanks für you anwser. The way you describe to me ist the first step I do. First I see all unlocked Tickets. No Ticket is locked by an Agent. So my Problem is, that the agents get no notification(yellow star in the left Corner on top) when a costumer do a request of an unlocked ticket. In my IT Department we have some "old" unlocked Tickets. And I want to escalate these unlocked tickets when a costumer do more than Two request to the unlocked tickets. I hope I could explane it what i want to do. Thanks in Advance Marvin 2016-10-27 20:16 GMT+02:00 <otrs-request(a)lists.otrs.org>: > 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. How to query unlocked Tickets with unanswered customer > request (otrs otrs) > 2. Re: How to query unlocked Tickets with unanswered customer > request (Dimitrakakis Georgios) > 3. Phantom ticket (DHilsbos(a)performair.com) > 4. Dynamic fields in AgentTicketCompose (Andr? Cavalcante) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 25 Oct 2016 19:57:45 +0200 > From: otrs otrs <otrs.test.ziege(a)gmail.com> > To: otrs(a)lists.otrs.org > Subject: [otrs] How to query unlocked Tickets with unanswered customer > request > Message-ID: > <CAPfqst3meo6DDinJMU_LGDqTCBCXAReAZhCywoXN_0fH9- > GWBg(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hi Folks, first of all, thanks evryone in advance how can help me. > > My Situation is, that i have round about 200 open and new Tickets. > Not all of them are locked by an Agent. > > Now I want ot have an overview off all unlocked Tickets where the customer > have done some request to the ticket. > For example. > A customer sends an request to our OTRS-System. But this request will not > get locked by an Agent. Because there is so much work > And after a while the same customer will send to the same ticket a request > to get to know the state of work. > But now one answer to him. And after a while he send the third request to > the same tickets....and so one. > > > Perhaps this could be done by a datanbase query. Hase anyone some > experinece with that. > > Thanks a lot > Bye Marvin >

1 0

Queues associated services
by Jesus 28 Oct '16

28 Oct '16

Good morning, I have a query, how it could change the association of services-> customers to services-> queue, To view the services I have to enable them by default and that's not what I wanted, if not to be associated with queue ....

3 3

Phantom ticket
by DHilsbos＠performair.com 28 Oct '16

28 Oct '16

All; Last week I made a network topology change that temporarily broke OTRS' email abilities (it had no route to the email server). After fixing the networking issues I sent an email to OTRS to verify that everything was working correctly. OTRS behaved as predicted, and all was right with the world. However, ever since then we have been receiving a spurious ticket at 12:10 (+/- 10 seconds or so), which has as its body the complete text the test email, including SMTP headers and raw encoding. I have tried rebooting OTRS' server, with no luck. I have not tried to Google the issue, as I don't feel my Google Fuu is up to trying to explain the situation to Google search. Does anyone have any suggestions on next steps to correct this behavior? CentOS 7 / Apache 2.4.6 OTRS 5.0.11 ITSM GC 5.0.11 ITSM Core 5.0.11 ITSM Change Management 5.0.11 ITSM Configuration Management 5.0.11 Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc. www.PerformAir.com

2 1

Dynamic fields in AgentTicketCompose
by André Cavalcante 27 Oct '16

27 Oct '16

Hi there, I'm currently using OTRS 4. I want my clients to fill a form after the ticket is opened. I wonder if is it possible to Dynamic fields in AgentTicketCompose and how to do it. Thanks -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

2 1

who to enable.
by Hugo Cosme 27 Oct '16

27 Oct '16

I would like to enable the function to add the SLA at the time to change the owner of the Ticket, as can do to have that option?

3 2

How to query unlocked Tickets with unanswered customer request
by otrs otrs 26 Oct '16

26 Oct '16

Hi Folks, first of all, thanks evryone in advance how can help me. My Situation is, that i have round about 200 open and new Tickets. Not all of them are locked by an Agent. Now I want ot have an overview off all unlocked Tickets where the customer have done some request to the ticket. For example. A customer sends an request to our OTRS-System. But this request will not get locked by an Agent. Because there is so much work And after a while the same customer will send to the same ticket a request to get to know the state of work. But now one answer to him. And after a while he send the third request to the same tickets....and so one. Perhaps this could be done by a datanbase query. Hase anyone some experinece with that. Thanks a lot Bye Marvin

2 1

Reordering attributes in view of new phone ticket.
by Jesus Rivera 21 Oct '16

21 Oct '16

Good evening, I have a question, as I can change the order of attributes in the view of the module New Phone ticket ?? That is need to change the order, for example, the default name is second, as you would to place it in the last, so the same with the dynamic fields? I want to place them anywhere. I appreciate the help very much !!! PS: Excuse my bad English !! Speak Spanish.

3 4

Installation issue, can not login
by David Lang 21 Oct '16

21 Oct '16

Hello everyone, I got a problem with the installation of otrs-5.0.13. It should run on a ubuntu 16.04 server with apache as a webserver and MariaDB as database. I followed the installation procedure on https://otrs.github.io/doc/manual/admin/stable/en/html/manual-installation-… until step 9. Unfortunately I'm not able login with the password provided in step 8. Has anyone encountered that problem before? If not, has someone an idea what causes the problem? If asked I will provide additional information about my system. Kind Regards, David

2 2

OTRS config
by claude 20 Oct '16

20 Oct '16

Hi, I can't change Ticket::Frontend::AgentTicketCompose###StateDefault Any idea ? Thanks and regards Claude

3 4

How to print all templates by queue
by claude 12 Oct '16

12 Oct '16

Hi, I want to print all templates by queues but when I extract from SQL base, I have HTML language. And I found nothing in OTRS to perform this. If somebody have un idea ? Thanks and regards Claude

1 0

(conditionally) forbidding the creation of tickets via e-mail
by Olivier Macchioni 11 Oct '16

11 Oct '16

Hello dear OTRS list, I'm faced with the current challenge. For incoming e-mails read by OTRS (IMAP or POP), I need the following behaviour: 1- OTRS ticket number in the ticket -> add an article to the corresponding ticket, as usual 2- Whitelisted sender e-mail address -> create a new ticket, as usual 3- Other sender e-mail address -> send a specific e-mail to the sender, ie "You cannot create a ticket this way, please use our contact form" and don't record anything in OTRS And do this only for certain specific IMAP / POP boxes... It would possibly be acceptable to still accept the e-mails in the case (3) but move them to another queue or auto-close them. This doesn't seem to be a feature available out-of-the box. Does anyone have an idea on how to manage such cases? I'm thinking I could work with Kernel::System::PostMaster::Filter::CMD - the script would analyse if the mail falls in category (3) and if yes, set X-OTRS-Ignore Of course to evaluate (1) I'll need to do some heuristics based on the format of the ticket... or connect to the OTRS DB and do a lookup, which is a bit more complex. but the heuristic should more or less work. Would this be the best approach?... Any other suggestion? Thanks, Olivier

2 1

SSL Log "errors"
by Christian Deligant 10 Oct '16

10 Oct '16

Hello, Since I updated to otrs 5 I have the log entry every 10 minutes There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: [Mon Oct 10 14:10:12 2016] otrs.Daemon.pl: using SSL support of Net::POP3 3.05 instead of SSLGlue at /usr/share/perl5/Net/SSLGlue/POP3.pm line 12. I googled and found out that probably it is not an error but a notice. Nonetheless, I would like to keep the log clean: how to avoid this line? About the system: Ubuntu 16.04.01 LTS It is the only error in the log All the accounts fetched are on POP3TLS from a server with self-signed certificate. Thank you for your help

2 8

Default value for Ticket::Frontend::AgentTicketSearch###Defaults###SearchInArchive
by Patrick Banholzer 04 Oct '16

04 Oct '16

Hello, we just upgraded to OTRS 5.0.13 and wonder why Default value for "Ticket::Frontend::AgentTicketSearch###Defaults###SearchInArchive" stopped working. We discussed this before in march. After my email n 24th march Martin Gruner added the values to the code: https://github.com/OTRS/otrs/commit/a59f383b5adf3f328ad61b4fb6b07d9429c7696e First of all, this was translated to the German version of SysConfig. Should I put in "NichtArchivierteTickets" or "NotArchivedTickets". None of the options work, so this seems to be broken. The default value remains at "all tickets". Is this a bug or am I wrong? Best regards, Patrick Banholzer -- ------------------------------------------------------------------------ *Patrick Banholzer* IT Infrastruktur Services und IT Betrieb patrick.banholzer(a)stz-softwaretechnik.de IT-Designers-Logo *STZ Softwaretechnik* Entennest 2 73730 Esslingen https://www.it-designers-gruppe.de <https://www.it-designers-gruppe.de/> STZ-Leiter: Prof. Dr. Joachim Goll Zentrale: Steinbeis GmbH & Co. KG für Technologietransfer Geschäftsführung/Management Board: Prof. Dr. Michael Auer (Vorsitz/Chair), Dipl.-Kfm. Manfred Mattulat Registergericht Stuttgart, HRA 12 480 Komplementär: Steinbeis-Verwaltungs-GmbH, Registergericht Stuttgart HRB 18 715 USt-IdNr. DE 190606404

1 1

Customer company menu item not visible
by Bene 04 Oct '16

04 Oct '16

Hi, Under the menu item Customers I see 2 options, Customer Information Center and Customer User Administration. I have configured the logins of agents and customers via both the OTRS DB and LDAP. Since I've done that I seem to be missing an option in the Customers menu where I could go to the company overview. Maybe because of the accounts in AD? If I use the link index.pl?Action=AdminCustomerCompany I can still access the companies. Any idea why the link isn't showing in the menu? Frontend::Module###AdminCustomerCompany is enabled. Thanks, Bene --- Dit e-mailbericht is gecontroleerd op virussen met Avast antivirussoftware. https://www.avast.com/antivirus

1 0

Reply on Archived ticket
by Dion van Adrichem 02 Oct '16

02 Oct '16

Hello, I have an automatic task which Archives closed tickets after 3months. At the same time these tickets are placed to an Archive-queue to further limit access to these old tickets. The queue is setup to discard replies, and the client receives the discarded message correctly. So that Archived tickets stay archived. We notice that clients don't really read the discard message and never send the follow-up in as new ticket. This leads to the wish to automatically create a new ticket for a reply to an archived ticket. Can this be done? Maybe using the Postmaster Filters? What would be the best approach? Thanks in advance for your insight! Regards, Dion

2 2

problem installation on FreeBSD
by Jens Heinrich 29 Sep '16

29 Sep '16

In-Reply-To=<1284330384.3568.15.camel@dm-ubuntu> X-Info: Keep It Simple, Stupid. X-Operating-System: Linux, kernel 4.4.0-38-generic X-Message-Flag: WARNING!! Microsoft sucks User-Agent: Every email client sucks, this one just sucks less. X-Geek-Reference: https://www.ifohancroft.com/geek.html X-Geek-Version: Version 3.1 X-Geek: GCS/CC/IT/M/S d- s:+ a-- C++ L++ P E--- W N* o? K? w !O !M V? PS+ PE Y++ PGP++ t+ 5 X R tv+ b+ DI D? G e>++ h-- r-/++ z+ X-Grepthis: Nazi Bomb Kosovo Heroin Gun Gay RAF Kuba Krypto IS ISIS NSA Anonymous Iraq - sorry for that stuff, but I do not want security agencies to spy too much on our emails Organization: Universiaetsbibliothek Frankfurt - E-Dienste Support X-PGP-Key: fp="2A97 FB40 A80A 8D44 64EA B2DF EF98 CA47 025C 84E8" Hey, did you fix this Problem? I am having what seems to be a similiar issue with my installation of otrs-5.0.10 in a Jail on FreeNAS ( = FreeBSD 10.3-STABLE FreeBSD ) ########snip####### [Fri Sep 23 14:56:39.176806 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: [Fri Sep 23 14:56:39 2016] installer.pl: Use of uninitialized value in shmctl at /usr/local/ot rs/bin/cgi-bin/../../Kernel/System/Log.pm line 304.: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.177877 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: ERROR: OTRS-CGI-10 Perl: 5.20.3 OS: freebsd Time: Fri Sep 23 14:56:39 2016: /usr/local/otrs/bi n/cgi-bin/installer.pl [Fri Sep 23 14:56:39.177924 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: : /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.177991 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Message: Can't remove shm for log: Function not implemented: /usr/local/otrs/bin/cgi-bin/inst aller.pl [Fri Sep 23 14:56:39.178017 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: : /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178070 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: RemoteAddress: IP: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178117 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: RequestURI: /otrs/installer.pl: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178143 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: : /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178190 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Traceback (17261): : /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178249 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::Log::CleanUp Line: 305: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178305 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::Log::new Line: 108: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178382 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::_ObjectBuild Line: 226: /usr/local/otrs/bin/cgi-bin/ installer.pl [Fri Sep 23 14:56:39.178445 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::Get Line: 180: /usr/local/otrs/bin/cgi-bin/installer .pl [Fri Sep 23 14:56:39.178511 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::Cache::FileStorable::new Line: 46: /usr/local/otrs/bin/cgi-bin/inst aller.pl [Fri Sep 23 14:56:39.178588 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::_ObjectBuild Line: 226: /usr/local/otrs/bin/cgi-bin/ installer.pl [Fri Sep 23 14:56:39.178651 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::Get Line: 180: /usr/local/otrs/bin/cgi-bin/installer .pl [Fri Sep 23 14:56:39.178716 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::Cache::new Line: 63: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178785 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::_ObjectBuild Line: 226: /usr/local/otrs/bin/cgi-bin/ installer.pl [Fri Sep 23 14:56:39.178848 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::Get Line: 180: /usr/local/otrs/bin/cgi-bin/installer .pl [Fri Sep 23 14:56:39.178920 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::SysConfig::_Init Line: 1643: /usr/local/otrs/bin/cgi-bin/installer. pl [Fri Sep 23 14:56:39.178980 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::SysConfig::new Line: 73: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.179048 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::_ObjectBuild Line: 226: /usr/local/otrs/bin/cgi-bin/ installer.pl [Fri Sep 23 14:56:39.179118 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::Get Line: 180: /usr/local/otrs/bin/cgi-bin/installer .pl [Fri Sep 23 14:56:39.179179 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::Modules::Installer::Run Line: 150: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.179257 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::Web::InterfaceInstaller::Run Line: 132: /usr/local/otrs/bin/cgi-bin /installer.pl [Fri Sep 23 14:56:39.179324 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: /usr/local/otrs/bin/cgi-bin/installer.pl Line: 39: /usr/local/otrs/bin/cgi-bin/inst aller.pl [Fri Sep 23 14:56:39.179350 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: : /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.179478 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: [Fri Sep 23 14:56:39 2016] installer.pl: Use of uninitialized value in shmread at /usr/local/o trs/bin/cgi-bin/../../Kernel/System/Log.pm line 281.: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.179566 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Function not implemented at /usr/local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 281.: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.182497 2016] [cgi:error] [pid 17244] [CLIENT] End of script output before headers: installer.pl ######snip###### Greets J

3 2

Email notes on closing issue
by Dimitrakakis Georgios 29 Sep '16

29 Sep '16

Hi! Right now when I close a ticket the only available note type is "Note-internal" which means that I cannot notify the person at the same time that the ticket is closed and the actions performed for that. I know that I can create a notification action to send a generic alert that the ticket has been closed and I 've done that already but that cannot get the description when an agent closes the ticket. In order to do so I have first to send a reply to the customer and then close the ticket. Since closing the ticket also requires description can I do all these in one step? This means to close the ticket with a description and at the same time send all comments to the customer. I believe that if I could have the option "email-external" to note type when closing a ticket would solve my problem. Is this possible? Any idea on how to achieve it? Regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

2 3

TaskID Error
by Kent Kollasch 28 Sep '16

28 Sep '16

Has anyone seen the following error or know how to fix it? {Error][Kernel ::System::Daemon::SchedulerDB::TaskLock][459] Need TaskID! It's filling up my log file.. -- Kent C. Kollasch<mailto:Kent.Kollasch@artsway-mfg.com> Director of Information Technology Art's-Way Manufacturing Co., Inc. Phone: (712) 864-0025 Fax: (712) 864-3154 This message may contain information that is confidential and subject to privilege. If you are not the intended recipient and have received this e-mail in error, please disregard and do not open attachments, if any. Please note that the view or opinions presented in this e-mail are solely those of the author.

2 7

Discard follow-ups to closed tickets (in addition to "rejected" auto responses)
by Ralph Seichter 28 Sep '16

28 Sep '16

Hello list members, is it possible to configure OTRS 5 to discard all follow-ups sent by customers for tickets that have been closed? I have configured the Raw queue to reject follow-ups, and customers do receive "message has been rejected" auto responses, but follow-up messages for closed tickets are nonetheless added to the OTRS database and notifications are sent to the ticket owners. I have been searching the Net for a long time without success, so I thought it best to ask here. -Ralph

2 5

Re: [otrs] Discard follow-ups to closed tickets (in addition to "rejected" auto responses) - Repost
by LQ Marshall 28 Sep '16

28 Sep '16

I believe that is a setting in the queue configuration. L.Q. Marshall One's strength is only determined when the challenge seems overwhelming.<div> </div><div> </div><div>-------- Original message --------</div><div>From: Ralph Seichter <otrs-ml(a)seichter.de> </div><div>Date: 9/28/16 06:51 (GMT-05:00) </div><div>To: otrs(a)lists.otrs.org </div><div>Subject: [otrs] Discard follow-ups to closed tickets (in addition to "rejected" auto responses) - Repost </div><div> </div> Reposting this, because it has been several days and I still have not found a solution. Your help is appreciated. ======================================== Hello list members, is it possible to configure OTRS 5 to discard all follow-ups sent by customers for tickets that have been closed? I have configured the Raw queue to reject follow-ups, and customers do receive "message has been rejected" auto responses, but follow-up messages for closed tickets are nonetheless added to the OTRS database and notifications are sent to the ticket owners. I have been searching the Net for a long time without success, so I thought it best to ask here. -Ralph --------------------------------------------------------------------- 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

Total of totals in Ticket Queue Overview
by Personal Técnico 28 Sep '16

28 Sep '16

Hi, I would like to get the "total of totals" in Ticket Queue Overview. Following to this link http://forums.otterhub.org/viewtopic.php?t=26896, I have modified /opt/otrs/Custom/Kernel/Output/HTML/DashboardTicketQueueOverview.pm but I haven't been able to modify /opt/otrs/Custom/Kernel/Output/HTML/Standard/AgentDashboardTicketQueueOverview.dtl. However, only with first file modied, I don't get "Total of Totals"... Help please. Thanks.

1 0

Tickets Event Calendar
by Personal Técnico 28 Sep '16

28 Sep '16

2 1

Customer user list from both AD and DB
by Bene 27 Sep '16

27 Sep '16

Hi, Previously when we worked with customers authenticating vs. the OTRS DB, the customer user list contained all the customers in the database. We changed Config.pm to allow the customers to also authenticate vs. the AD, and inserted a 2nd authentication method vs the OTRS DB. However, the Customer User administration only shows those customers from the AD, not the customer user from the OTRS DB. How can I included both in the list? Thanks, Bene

2 3

More on my database issue.
by James P Dehnert Sr 26 Sep '16

26 Sep '16

Greetings Everyone I decided to disable Selinux. Thats really not a good way to go, but I'm still learning about it and I don't know enough about selinux yet top ensure that its not the problem. I am seeing a very specific error now. It happens when I try to go to the Changes Overview page. The web server reports an INternal Server Error, and the log file shows this: [Mon Sep 26 12:02:46 2016] -e: DBD::mysql::st execute failed: Table 'otrs.change_item' doesn't exist at /opt/otrs//Kernel/System/DB.pm line 666. ERROR: OTRS-CGI-12 Perl: 5.16.3 OS: linux Time: Mon Sep 26 12:02:46 2016 Message: Table 'otrs.change_item' doesn't exist, SQL: 'SELECT COUNT(c.id) FROM change_item c WHERE ( c.change_state_id IN (43) ) ' RemoteAddress: 10.50.104.80 RequestURI: /otrs/index.pl?Action=AgentITSMChange Traceback (2719): Module: Kernel::System::ITSMChange::ChangeSearch Line: 2224 Module: Kernel::Modules::AgentITSMChange::Run Line: 185 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1053 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_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 [Mon Sep 26 12:02:46.694578 2016] [:error] [pid 2719] Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AgentITSMChange.pm line 215.\n Any ideas? I will keep looking. -- Thanks, James “Zeke” Dehnert Enphase Energy | Senior Linux Administrator [http://dehnert.users.sonic.net/images/Enphase-sig.jpeg] (707)763.4787 x7636 // Office GPG Fingerprint: E899 A10A 960D 4B6C 22D2 8FC2 EA5E4E81 The information contained in this message may be privileged and confidential. It is intended to be read only by the individual or entity to whom it is addressed or by their designee. If the reader of this message is not the intended recipient, you are on notice that any distribution of this message, in any form, is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete or destroy any copy of this message!

1 0

how to show process ticket selection on customer user interface?
by Jimmy SUNG 26 Sep '16

26 Sep '16

Hi All, May I ask how to show process ticket selection on customer user interface? Best Regards, JS

2 2

Delete some tickets
by Personal Técnico 23 Sep '16

23 Sep '16

Hi, I'm running OTRS 5. For testing purposes, I created some tickets that, now, I would like to delete. How can I remove them? Directly from database? Thanks.

4 3

Agent and User simultaneously
by Dimitrakakis Georgios 23 Sep '16

23 Sep '16

Dear all, Is there a way for an agent to login as a customer? I have setup my OTRS to authenticate users (both agents and customers) via Active Directory but although they are listed my agents cannot login through the customer portal. Is there something I can do in order to allow them to login as customers? I would like to have this functionality because it's required my agents to be able to submit tickets to queues on which they are not owners. I can create a new ticket for the "Agent" itself via the Tickets->New Ticket but because it is created on another queue the agent can no longer find it from anywhere but the link that was send to the agent's mailbox. In general what is the best way to handle an agent that must be a user at the same time? Regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

1 1

Customer Information Center Search
by Dimitrakakis Georgios 21 Sep '16

21 Sep '16

Hi! I am trying to remove redundant information from the search function of Customer Information Center. So far the search box is the one I am attaching but I want to keep only the upper (Customer) and remove the lower (Customer User) box. How can I achieve that? I think that I have identified the file (also attached here) responsible for this to be : ~/var/httpd/htdocs/js/Core.Agent.CustomerInformationCenterSearch.js Am I correct?? If this is the file I am then why changing at the bottom of it the "TargetNS.Init = function" has no influence to the box?? Any ideas are mostly welcome! Best regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

2 2

Auto-expand SubQueues
by Dimitrakakis Georgios 20 Sep '16

20 Sep '16

Dear OTRS community, is there a way to have all sub queues shown automatically without forcing the users to press the little triangle (expand) button each time? Best regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

2 6

Empty ticket-body in agent zoom view
by Julius Haake 19 Sep '16

19 Sep '16

Dear List, I am facing a strange problem with a fresh standard setup of otrs 5.0.12. New tickets are shown empty (empty body) in AgentZoom-View. In Queue-View everything is ok, The content of the ticket (body) is visible. If I open the ticket (agentticketzoom) the body is empty. It is as if somebody would have opened an empty ticket. Queue View, everything ok: http://oi65.tinypic.com/1jw3mt.jpg Agentticketzoom, empty: http://oi65.tinypic.com/2zomamo.jpg If I switch my mailclient (outlook) to plaintext and open the ticket by mail, the body is visible, but not the auto-answer-E-Mail from OTRS! I tried three browsers (IE 11, FF 48, Chrome), everywhere the same. Its also empty if I access the customer-frontend and view the ticket. It seems to be a problem with the html-engine? Any idea? BR Julius

1 1

Caching of the AgentDashboard page
by Ralf Hildebrandt 15 Sep '16

15 Sep '16

I do know that the AgentDashboard page uses some sort of caching, but I want to reduce the TTL to say 1 minute. Where would I do that? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

2 2

Non english characters in Config.pm
by Dimitrakakis Georgios 15 Sep '16

15 Sep '16

All, I am trying to perform the "AuthSyncModule::LDAP::UserSyncAttributeGroupsDefinition" but I have a problem when the name of a group is not in English but in local (Greek) characters. Any ideas on how to define it? The one below is working: # otrs group 'Loipa' => { # permission rw => 0, ro => 1, }, But if I want to substitute the "Loipa" with the Greek relevant work (which is actually the name of the Group specified) it doesn't work. Any help much appreciated. Regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

2 5

Reg agent name on dashboard
by Paul Joseph Betha 15 Sep '16

15 Sep '16

Hello List, Is it possible that when an agent logs in to his dashboard, his name can appear on the top of the screen. Though now if we hover the mouse pointer over the start symbol , it would show who is logged in , but is the former possible?

3 2

Auto Assign Customers to Groups
by Dimitrakakis Georgios 14 Sep '16

14 Sep '16

Hi! I am trying to setup OTRS to match our environment needs but no luck so far. One of the problems so far is the number of iterations required to perform some actions. For example let's assume that 3queues exist (Q1, Q2, Q3) and each one of them is assigned to the corresponding group (Q1->G1 , Q2,->G2, Q3->G3). In our environment we have a significant amount of users (~400) which are synced from the Active Directory. All of them should be able to submit tickets to the aforementioned queues. What is the best way to integrate that? So far what I have discovered is that I have to iterate to all users from the GUI and click to every queue and so on and so forth. Is there a better way of doing it since this requires a significant amount of clicks?? Of course when the number of queues increases this will also increase to an amount which will not be operational. What am I missing?? Any ideas??? Regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

2 2

How to use gmail group to fetch email for OTRS
by Darshak Modi 13 Sep '16

13 Sep '16

Hi All, As group ids are like below groups.google.com/a/xyz.com/forum/?hl=en#!forum/abc Where abc is group-name. Login details we have to provide are individual only. In Postmaster config, host we tried to give details as groups.google.com/a/xyz.com/forum/?hl=en#!forum/abc But it is not working Error like: Can't connect to :groups.google.com/a/xyz.com/forum/?hl=en#!forum/abc Please guide.

2 1

Limit user access on specific queues
by Dimitrakakis Georgios 12 Sep '16

12 Sep '16

Hello! I would like to know if it's possible to limit the agents' access on specific part of queues. My understanding so far is that when you create a queue you assign a group to it. Then on agent's management you can select on which groups this agent belongs to and you can also specify the agents' queues under "My Queues" But that gives to the agent access to all queues under that group and not only those under "My queues" (for the agent). For example let's assume that we have a group called "IT" on which there are two queues "Software" and "Hardware" Some agents have under "My queues" the "software" (let's call this "agent_sw") while others the "hardware" (let's call this "agent_hw") option but all them are under the "IT" group. When "agent_sw" logs in to the system he can see all the tickets for the "IT" group including those created to "hardware" queue. This is what I would like to prevent/protect. Is this somehow possible without creating different groups for every queue? Best regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

3 3

AUTOREPLY otrs Digest, Vol 96, Issue 5
by baer＠opm-computer.de 12 Sep '16

12 Sep '16

Sehr geehrte Damen und Herren, in der Zeit vom 12.09.2016 bis einschließlich 23.09.2016 befinde ich mich nicht im Büro. Beachten Sie bitte, dass Ihre EMail 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: Limit user access on specific queues (Gerald Young) 2. Re: Limit user access on specific queues (Dimitrakakis Georgios) ---------------------------------------------------------------------- Message: 1 Date: Fri, 9 Sep 2016 09:16:33 -0400 From: Gerald Young <crythias(a)gmail.com> To: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> Subject: Re: [otrs] Limit user access on specific queues Message-ID: <CAKk-oULcw0aYhML7jdSofqxqVqYzdyxECPDVGngv6Y60Zf8K=Q(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" You *can* build ACLs, but why repeat the functionality that the groups provide? On Fri, Sep 9, 2016 at 2:04 AM, Dimitrakakis Georgios < gdimitrakakis(a)pancretabank.gr> wrote: > Hello! > > > > I would like to know if it?s possible to limit the agents? access on > specific part of queues. > > > > My understanding so far is that when you create a queue you assign a group > to it. > > > > Then on agent?s management you can select on which groups this agent > belongs to and you can also specify the agents? queues under ?My Queues? > > > > But that gives to the agent access to all queues under that group and not > only those under ?My queues? (for the agent). > > > > For example let?s assume that we have a group called ?IT? on which there > are two queues ?Software? and ?Hardware? > > > > Some agents have under ?My queues? the ?software? (let?s call this > ?agent_sw?) while others the ?hardware? (let?s call this ?agent_hw?) > option but all them are under the ?IT? group. > > > > When ?agent_sw? logs in to the system he can see all the tickets for the > ?IT? group including those created to ?hardware? queue. This is what I > would like to prevent/protect. > > > > Is this somehow possible without creating different groups for every queue? > > > > Best regards, > > > > G. > > ____________________________________________________________ > __________________ > ?? ??????????? ????? ??? ???????????? ????????? ??? ????? ????????? ?????? > ????? ????????????. ??????????? ???? ????? ????????????? ??????????. ?? > ?????? ???? ?? ?????? ?? ??????????, ???????????? ?? ?????????????? ?????? > ?? ??? ????????? ??? ????????? ? ??? ??????????? ??? ?????????? ??? ?? ??? > ??????????? ?? ?????? ?? ???????????. ?? ??????? ??? ??????????? ??????? > ???? ????????? ??? ??? ????????? ???' ?????? ??? ??????? ??? ?????????? > ??????????????? ????????. > > The contents of this email and any attachments are confidential. It is > intended for the named recipients only. If you have received this email in > error please notify the system administrator or the sender immediately and > do not disclose the contents to anyone. Any views or opinions presented are > of the author and not necessarily represent those of Pancretan Cooperative > Bank > > --------------------------------------------------------------------- > 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

/tmp leftovers
by Dimitrakakis Georgios 06 Sep '16

06 Sep '16

Is it normal when a ticket is created through the Web interface to leave copies of the files that are attached (even if they are removed afterwards) at the "/tmp" owned by "www-data"? Shouldn't all these be purged when the ticket is finally created? Furthermore where are those files stored? Are they stored on the DB or in the filesystem?? Regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

1 0

Regarding ticket creation through emails
by Paul Joseph Betha 06 Sep '16

06 Sep '16

Hello List, Can somebody give me a detailed explanation on what settings should I do to create tickets via email. Regards Paul Joseph

2 1

Active Directory Configuration
by Dimitrakakis Georgios 05 Sep '16

05 Sep '16

Hello! Can someone explain a little bit more analytically how one can use AD to authenticate users? I read the "External Backends" section in the manual but a few things are not clear to me. So far I have managed to perform section 5.2.2 (https://otrs.github.io/doc/manual/admin/stable/en/html/external-backends.ht…) which is to configure AD for customer backend. When completed from the menu Admin->Customer Users I can see the people defined on the AD to access OTRS. Of course they are not able to authenticate. I am reading below section 5.3.2.2 (https://otrs.github.io/doc/manual/admin/stable/en/html/external-backends.ht…) but that doesn't work with a "wrong password error" although the apache log says "Cannot find ID for USERNAME" What I am trying to understand here is if I need somehow before authenticating to put the AD entries into the OTRS database so that it can retrieve the "username" and then by using the next part to authenticate at the AD using that. If someone could share its configuration would be very nice. In general what I am trying to achieve is not to have any users on OTRS DB and do everything from AD. For the moment I have configured two AD groups one for Agents and one for Customers. Ideally OTRS should be able to distinguish between those and allow login accordingly. So if you have any configuration that you can share it will be much appreciated. Best regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

3 4

Regarding CustomerID and CustomerName
by Paul Joseph Betha 31 Aug '16

31 Aug '16

Hello List, I'm new to OTRS. This is my query: I've found out that Customer ID and Customer Name should be unique. But what if my company has sold two products for the same company and giving them support? Then while I create custID and cust Name for that company I should have the same company name but different customer ID right? Am I wrong here or Is my understanding of this whole thing is misguided? Please help

3 2

System registration issue
by Dimitrakakis Georgios 28 Aug '16

28 Aug '16

Dear OTRS community, I had performed an initial installation of OTRS which was registered successfully @ cloud.otrs.com Unfortunately due to DB encoding problem I had to drop and recreate the DB and after that my system is no longer updated @ cloud.otrs.com. I have tried to "Edit" the data from the "System Registration" option but the error log show this: error OTRS-CGI-02 Got no SessionID!! I have a backup of the old DB (on which the system was successfully registered) and I can see that in the "system_data" table there is the UniqueID (matches the one @ otrs.cloud.com) APIKey and all other relevant information. How can I restore that information to my running instance?? I 've already tried a full database restore which didn't work and I 've also tried to "Deregister" which also didn't work this time with the error: error OTRS-CGI-02 Deregistration - Can not deregister system: Need APIKey Regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

4 5

Re: [otrs] OTRS Daemon Frequent Error
by aledr 26 Aug '16

26 Aug '16

This also fix http://lists.otrs.org/pipermail/otrs/2015-November/042105.html (or http://bugs.otrs.org/show_bug.cgi?id=11683) Thanks. On Thu, Aug 25, 2016 at 6:56 AM, Dimitrakakis Georgios < gdimitrakakis(a)pancretabank.gr> wrote: > Thx Carlos! > > > > For those of you that bump into this keep in mind that If you try to run > the daemon from the command line, > > then make sure that the $LANG in terminal has been set to something that > supports UTF8, e.g. “export LANG=en_US.UTF-8” > > > > On the other hand if the daemon is invoked from the CRON there is no > problem at all. > > > > Regards, > > > > George > > > > *From:* otrs [mailto:otrs-bounces@lists.otrs.org] *On Behalf Of *Carlos > Rodriguez > *Sent:* Wednesday, August 24, 2016 6:06 PM > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] OTRS Daemon Frequent Error > > > > Hi George, > > > > Are you running the Daemon on a UTF-8 terminal? > > > > ((enjoy)) > > > > Carlos Rodríguez > > > > > > > > > > On Aug 24, 2016, at 2:42 AM, Dimitrakakis Georgios < > gdimitrakakis(a)pancretabank.gr> wrote: > > > > Apparently the problem is due to the TradeMark (TM) sign when running > either the OTRSBusinessAvailabilityCheck or the > OTRSBusinessEntitlementCheck but I haven’t found the file that I can modify > in order to avoid seeing it. > > The files that I have checked and modified (removed the TradeMark (TM) > sign) so far are the following: > > > > · i18n/otrs/otrs.el.po > > · Kernel/Language/el.pm > > · Kernel/Config/Files/Daemon.xml > > · /Kernel/Config/Files/ZZZAAuto.pm > > > > Furthermore I have checked the “Kernel/System/Console/BaseCommand.pm” > file around line 610 and the problem arises when performing the print > action for the $Text variable that has the ASCII string in it (that is the > “Checking availability of OTRS Business Solution\x{2122}” text). > > > > Is there a Perl module required to perform the correct printing with > ASCII?? Should I try to decode it?? > > > > Any ideas are welcome since with this problem every 10minutes I am getting > an e-mail which I shouldn’t. > > > > Regards, > > > > George > > > > *From:* otrs [mailto:otrs-bounces@lists.otrs.org > <otrs-bounces(a)lists.otrs.org>] *On Behalf Of *Dimitrakakis Georgios > *Sent:* Tuesday, August 23, 2016 12:41 PM > *To:* otrs(a)lists.otrs.org > *Subject:* [otrs] OTRS Daemon Frequent Error > > > > Hi! > > > > I am trying to set and test the free (initially) OTRS version for our > organization but when the otrs.Daemon.pl starts > > I am getting the following error: > > > > [TIMESTAMP] otrs.Daemon.pl: "\x{2122}" does not map to ascii at > /opt/otrs/Kernel/System/Console/BaseCommand.pm line 610. > > > > At the same time an e-mail alert is triggered and getting the same info as > an e-mail from “OTRS Notifications” and > > subject “OTRS Scheduler Daemon Cron: OTRSBusinessAvailabilityCheck”. > > > > Since the otrs.Daemon.pl does the check recursively is very annoying to > receive frequently and over and over again the same e-mail alert. > > > > Does anyone know how to solve it? > > Looking forward for your suggestions. > > > > Best regards, > > > > George Dimitrakakis > > ____________________________________________________________ > __________________ > Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία > είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν > λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως > με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην > αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν > στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας > Συνεταιριστικής Τράπεζας. > > The contents of this email and any attachments are confidential. It is > intended for the named recipients only. If you have received this email in > error please notify the system administrator or the sender immediately and > do not disclose the contents to anyone. Any views or opinions presented are > of the author and not necessarily represent those of Pancretan Cooperative > Bank > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > > ____________________________________________________________ > __________________ > Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία > είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν > λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως > με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην > αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν > στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας > Συνεταιριστικής Τράπεζας. > > The contents of this email and any attachments are confidential. It is > intended for the named recipients only. If you have received this email in > error please notify the system administrator or the sender immediately and > do not disclose the contents to anyone. Any views or opinions presented are > of the author and not necessarily represent those of Pancretan Cooperative > Bank > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- [ ]'s Aledr - Alexandre

2 1

Reg differentiating tickets
by Paul Joseph Betha 25 Aug '16

25 Aug '16

Hello List, I'm new to OTRS. This is my question: If my company say 'X' has sold two products(P1, P2) to another company say 'Y'. Now if we are giving support to them and tickets are being raised how can I differentiate that a certain ticket belongs to one product not the other. Say if a ticket has been associated with the problem of login authentication. How can I differentiate whether the ticket belongs to P1 or P2 .since both have the same customer name Y

3 2

OTRS Daemon Frequent Error
by Dimitrakakis Georgios 25 Aug '16

25 Aug '16

Hi! I am trying to set and test the free (initially) OTRS version for our organization but when the otrs.Daemon.pl starts I am getting the following error: [TIMESTAMP] otrs.Daemon.pl: "\x{2122}" does not map to ascii at /opt/otrs/Kernel/System/Console/BaseCommand.pm line 610. At the same time an e-mail alert is triggered and getting the same info as an e-mail from "OTRS Notifications" and subject "OTRS Scheduler Daemon Cron: OTRSBusinessAvailabilityCheck". Since the otrs.Daemon.pl does the check recursively is very annoying to receive frequently and over and over again the same e-mail alert. Does anyone know how to solve it? Looking forward for your suggestions. Best regards, George Dimitrakakis ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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Article marking even if the agent is not the owner
by Tobias Terhaar 23 Aug '16

23 Aug '16

Hi everybody, We are using article marking on the following way: - An agent is working on a ticket and has to change the owner to another agent because of a lack on known how. The agent cannot know if the ticket will be reassigned to himself but there is still a task to do, if the ticket comes back from the specialist. - The agent will therefore mark the article where the task is noted, to signalize other agents that there is still something to do. The problem is, that only the owner can mark articles as important. Is there a sysconfig setting that allows every agent to mark articles, even if they aren't the owner? Thanks for every tips, Kind regards, Tobias Terhaar

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Different URL, logo and name for different customers
by Paul Joseph Betha 23 Aug '16

23 Aug '16

Hi list, I'm new to OTRS. Presently I'm using otrs5. this is my question. If I have three companies as customers to various of my products. How can I have a different customer.pl page for each one of them. Such that a customer user wants to post a ticket He accesses a unique URL and the page which is displayed to him has his company logo and company name. How can I achieve this?

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custom cookie based Frontend::Customer::Auth authentication
by System Administrator 21 Aug '16

21 Aug '16

Hi, In our environment we use Cookies for single sign on. And we have Perl code that extracts the username from the cookie and authenticates the user by checking the signature embedded in the cookie. How can such a cookie based custom SSO work with OTRS? I am not sure if the following starting points would work and what other ways there may be. 1) Is this possible?: set Framework - Frontend::Customer::Auth to "HTTPBasicAuth" and modify Kernel/System/CustomerAuth/HTTPBasicAuth.pm to read the SSO Cookie and set my $User = ... based on the result? How would I obtain the cookie in HTTPBasicAuth.pm ? 2) Or this? : Also set HTTPBasicAuth in OTRS and process the cookie separately in Apache and set REMOTE_USER =making it look like Basic Authentication for OTRS. If yes, how can this be done? Thank you in advance for any tips

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KIX4OTRS Save as Draft function
by Василий Труфанов 20 Aug '16

20 Aug '16

Hello! After creating a new ticket with the Russian letters, and clicking on "Save as Draft" (KIX1.png), a new ticket is opened with the question marks instead of Russian letters (KIX2.png) How to make a normal display of Russian letters? Thanks!

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KIX4OTRS problem.
by Василий Труфанов 20 Aug '16

20 Aug '16

Hello i test KIX4OTRS with Russian language. And i have a error: [Sat Aug 20 21:58:40.220048 2016] [:error] [pid 21482] Wide character in subroutine entry at /opt/otrs/KIX4OTRS/Kernel/Output/HTML/LayoutKIX4OTRS.pm line 1005.\n When i comment the line 1005 it's work fine but i have this in log: [Sat Aug 20 22:03:19 2016] -e: Use of uninitialized value $Param{"NotifyID"} in concatenation (.) or string at /opt/otrs/KIX4OTRS/Kernel/Output/HTML/LayoutKIX4OTRS.pm line 1006. [Sat Aug 20 22:03:39 2016] -e: Use of uninitialized value $Param{"NotifyID"} in concatenation (.) or string at /opt/otrs/KIX4OTRS/Kernel/Output/HTML/LayoutKIX4OTRS.pm line 1006. [Sat Aug 20 22:03:39 2016] -e: Use of uninitialized value $Param{"NotifyID"} in concatenation (.) or string at /opt/otrs/KIX4OTRS/Kernel/Output/HTML/LayoutKIX4OTRS.pm line 1006. [Sat Aug 20 22:03:53 2016] -e: Use of uninitialized value $Param{"NotifyID"} in concatenation (.) or string at /opt/otrs/KIX4OTRS/Kernel/Output/HTML/LayoutKIX4OTRS.pm line 1006. Problem in KIX4OTRS v7.1.8 and 8.0.6 Thanks!

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Re: [otrs] E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 18 Aug '16

18 Aug '16

Dear Gerald, it works like a charm, the value-counter needs to be the number of CC-Fields I want to fill. So if I have 4 CC-Users, value="" logically needs to be 4. Thank you for your time and help! Problem solved BR Julius

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Empty “From” in agent notification mail
by Martin Merfort 18 Aug '16

18 Aug '16

Hello Everyone, I am currently facing the problem that new ticket notifications are sent with an empty from field: Here is a snippet from the maillog: Aug 16 14:02:35 <hostname> postfix/pickup[24168]: 37B8B3E0049: uid=48 from=<> Aug 16 14:02:35 <hostname> postfix/cleanup[26582]: 37B8B3E0049: message-id=<redacted> Aug 16 14:02:35 <hostname> postfix/qmgr[16018]: 37B8B3E0049: from=<>, size=3974, nrcpt=1 (queue active) Here is the line from the otrs log as displayed in the frontend: Sent agent 'NewTicket' notification to '<address>'. I'm using OTRS-4.0.5, could this be a bug with this old version or is this a configuration error? Greetings Martin Merfort

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