- otrs - OTRS mailing lists

Regarding automatic transfer of tickets
by Paul Joseph 17 Aug '16

17 Aug '16

Hello List, I have a query . If I have three groups of people working on a product . Suppose I get a ticket for the third level(lowest) and none of the people from the third group have attended to and the escalation time has lapsed ..... then how can I transfer it to the next level automatically OR from the present queue to the queue belonging to the next level ??? . NOT MANUALLY , but automatically. If anyone could help, please give a detailed explanation regarding what to do..... I know that we have to do something with the Generic Agent but please give a detailed explanation I am new to this. Thanks in advance !!

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Regarding automatic transfer of tickets
by Paul Joseph 16 Aug '16

16 Aug '16

Hello List, I have a query . If I have three groups of people working on a product . Suppose I get a ticket for the third level(lowest) and none of the people from the third group have attended to and the escalation time has lapsed ..... then how can I transfer it to the next level automatically OR from the present queue to the queue belonging to the next level ??? . NOT MANUALLY , but automatically. If anyone could help, please give a detailed explanation regarding what to do..... I know that we have to do something with the Generic Agent but please give a detailed explanation I am new to this. Thanks in Advance List!!

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Add custom javascript on OTRS 4
by Pritesh BHEEMANEE 12 Aug '16

12 Aug '16

Hello everybody, I wan to add javascriptto make an rest api call from Core.Agent.TicketZoom.js and display fetched data on ticketzoom page AgentTicketZoom.tt So, I disable Loader::Enabled::JS in Core::Web. I am trying to add javascript on Core.Agent.TicketZoom.js file but i always got error Core.Agent.TicketZoom not defined. I wrote JS function to do api call and display data on .tt file. PS: I couldn't find official document for REST API on OTRS 4. Any idea ? Thanks !! Best Regards, Pritesh

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Re: [otrs] Customer frontend
by Martin JERGA 12 Aug '16

12 Aug '16

Hello Mikey, I could not understand your question. Could you describe your business requirement in more details. Martin On Aug 3, 2016 10:52 AM, Mikey van der Worp <mvdworp(a)utelisys.com> wrote: Still nobody? Does really nobody has a clue about this? Mikey <https://www.utelisys.com/> On 08/01/2016 02:28 PM, Mikey van der Worp wrote: Hi all, I want to be able to create a user for the Customer Frontend, and assign it to a full queue. Without account codes or anything as some tickets are not able to be changed. Can somebody explain me how or send me a link? Best regards, Mikey van der Worp -- Mikey van der Worp<https://www.linkedin.com/profile/view?id=182619557> System Engineer Utelisys Communications B.V. Trinity Buildings Tower A, 7th floor Pietersbergweg 15 1105 BM Amsterdam M +31 (0) 62 942 2052 T +31 (0) 20 561 8010 F +31 (0) 20 561 8021 LinkedIn<https://www.linkedin.com/company/utelisys-communications-b.v./> - Facebook<https://www.facebook.com/utelisyscommunications> <http://www.utelisys.com/>www.utelisys.com<http://www.utelisys.com> – <https://www.utelisys.com/> https://www.utelisys.com/

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autom. State change
by Anton Kornexl 12 Aug '16

12 Aug '16

Hello, it would be nice to configure an automatic state change to closed, if a ticket is moved to a specific queue. kind regards Anton Kornexl

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Re: [otrs] E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 12 Aug '16

12 Aug '16

Hi, I just tried your good idea, it is working for exactly one CC-Field-Entry. If I try to add another CC-Customer it is ignoring the additional fields. I tried to increase the values (value="2") - its not working. Any Idea? :/ Quote: >The following may be of use: ><input name="CustomerTicketCounterCcCustomer" >id="CustomerTicketCounterCcCustomer" type="hidden" value="1"> ><input name="CcCustomerKey_1" id="CcCustomerKey_1" class="CustomerKey" >type="hidden" value="mycustomerusername"> ><input class="CustomerTicketText" title="Cc" name="CcCustomerTicketText_1" >id="CcCustomerTicketText_1" type="hidden" value="myvalue(a)mydomain.com" >readonly="readonly" aria-invalid="false"> Your help is appreciated! Br Julius

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Customer portal
by Sujeeva Tissaarachchi 11 Aug '16

11 Aug '16

Hello Friends, Is it possible to: 1. Make templates available in customer portal2. Enter tabular format data in customer portal Best Regards, Sujeeva Tissaarachchi

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Re: [otrs] E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 11 Aug '16

11 Aug '16

Hurray, solved my problem for main-customer: <input name="CustomerTicketCounterToCustomer"id="CustomerTicketCounterToCustomer" type="hidden" value="1"> <input name="CustomerKey_1" id="CustomerKey_1" class="CustomerKey" type="hidden" value="mymail(a)mail.com"> <input class="CustomerTicketText" title="An Kundenbenutzer" name="CustomerTicketText_1" id="CustomerTicketText_1" type="hidden" value="mymail(a)mail.com" readonly="readonly" area-invalid="false"> One step closer! Just the problem with more than one CC-Field is left!

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SOAP API - TicketUpdate
by Sujan Shrestha 11 Aug '16

11 Aug '16

Hello there, I am having trouble updating owner of the ticket. i am using soap api in php. can you give me any guidance?

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Regarding automatic escalation
by Paul Joseph 10 Aug '16

10 Aug '16

Hello, If suppose I have three levels 1,2,3 . If a client raises a ticket that is assigned to level1 and escalation time is 1 hour, If the say that the concerned person did not attend to the issue and the escalation time has exceeded then how can the ticket be automatically escalated to the next level? I know that we can do it manually but is there a provision to escalate the issue automatically to the next level and even then if it is not responded then escalated to the next level? How can we achieve this??? Please help! Thanks in advance!!

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Re: [otrs] E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 10 Aug '16

10 Aug '16

Gerald, thank you for your answer. I commented them out after testing. In fact the fields are not working, I cannot fill in the customer ID or, to be precise, I just don't know the correct field-Names for customer-ID, CC, BCC, etc. >Are they nonfunctional because they're commented or is it simply >coincidental that you indicated the nonfunctional entities by prefacing >them with a comment in what you posted? Any help is highly appreciated BR Julius

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Re: [otrs] Ticket Title change -> now shown in Ticket Queue List
by Julius Haake 10 Aug '16

10 Aug '16

Thats it, thanks so much! >There's a SysConfig option to define whether the ticket overviews show >the last subject or the ticket title... > >Ticket -> Frontend::Agent::TicketOverview >->Ticket::Frontend::OverviewSmall###ColumnHeader BR julius

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otrs.Daemon.pl: using SSL support
by Placide Lysias NJAMI 09 Aug '16

09 Aug '16

Dear All, We are having below message every 10min from our OTRS Server: [Mon Aug 8 23:50:18 2016] 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. Can you help us to fix the Issue ? Thanks in advance ! Regards, Placide

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Ticket Title change -> now shown in Ticket Queue List
by Julius Haake 05 Aug '16

05 Aug '16

Dear List, if I change a Ticket title over "additional ITSM fields" (I dont know the precise english translation, sorry) the changed title is only shown in the ticket, but not in the ticket queue listing, nor if I lock the ticket in "my locked tickets". Is this a known bug or a feature? :-) BR Julius

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Re: [otrs] otrs Digest, Vol 95, Issue 9
by Julius Haake 04 Aug '16

04 Aug '16

Hello, yes, that is correct, they are not functional, I tested it with the standard fieldnames that came to my mind or that were in the source of the webpage (CCCustomerID, CustomerID, etc.). >I may be missing something. Are you saying that the items that are > >commented (leading #) are not functional? > >

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Re: [otrs] E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 03 Aug '16

03 Aug '16

Dear Never, thank you for the good hint, I just installed the template (without errors) - unfortunately it is not showing up in the admin menu :/ I did a refresh of my configuration though. BR Julius

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E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 03 Aug '16

03 Aug '16

Dear List, I am fiddling around with E-Mail-Ticket-Templates, this is very nice, we need to send standardized E-Mails very often, submitting some data. I used the youtube vid from https://www.youtube.com/watch?v=1B8mZ9Ku_bA Creating the button for the template in "AgentTicketEmail.tt" and filling in the fields for Subject, Body, etc. is trivial, I am looking for a solution to prefill the fields for customer, CC and BCC. Does any1 know a way? Sniffing through source code, I already tried the obvious names like "ToCustomer", etc. My "code": # example template form for customizations <form action="[% Env("CGIHandle") %]" method="post" enctype="multipart/form-data" id="Template1"> <input type="hidden" name="Action" value="[% Env("Action") %]"/> <input type="hidden" name="Subaction" value="StoreNew"/> # <input type="hidden" name="ToCustomer" value="mail(a)mail.com"/> # <input type="hidden" name="CcCustomer" value="j.haake(a)kk-es.de"/> <input type="hidden" name="FormID" value="[% Data.FormID | html %]"/> <input type="hidden" name="ExpandCustomerName" value="2"/> <input type="hidden" name="Dest" value="16||Things"/> <input type="hidden" name="Subject" value="New Problem in section XX pipe YY"/> <input type="hidden" name="Body" value="you are *****ed"/> </form> It works fine, except for the Customer and CC-Fields :/ Any help is highly appreciated! BR Julius

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Customer frontend
by Mikey van der Worp 03 Aug '16

03 Aug '16

Hi all, I want to be able to create a user for the Customer Frontend, and assign it to a full queue. Without account codes or anything as some tickets are not able to be changed. Can somebody explain me how or send me a link? Best regards, Mikey van der Worp -- Mikey van der Worp<https://www.linkedin.com/profile/view?id=182619557> System Engineer Utelisys Communications B.V. Trinity Buildings Tower A, 7th floor Pietersbergweg 15 1105 BM Amsterdam M +31 (0) 62 942 2052 T +31 (0) 20 561 8010 F +31 (0) 20 561 8021 LinkedIn<https://www.linkedin.com/company/utelisys-communications-b.v./> - Facebook<https://www.facebook.com/utelisyscommunications> <http://www.utelisys.com/>www.utelisys.com<http://www.utelisys.com> – <https://www.utelisys.com/> https://www.utelisys.com/

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Upgrade query
by Cundall, Peter (PCUNDALL) 02 Aug '16

02 Aug '16

Good afternoon, I have recently been tasked with upgrading OTRS from a rather old version (3.1.11) to the latest version. I have access to the old server, plus I have stood up a brand new CentOS VM for the new installation. I cannot find any information online about performing such a large upgrade, and wondered whether anyone here could point me to a resource (or if not, could provide assistance). Thank you very much. Pete

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Creating a new role - Agent Management
by Willian Silva 01 Aug '16

01 Aug '16

Hi guys ! Is it possible to create a role that some agents would have a permission just to manage the agents, at Admin -> Agent Management ? Regards, Willian Silva.

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Allow OTRS to process multiple tickets in the mail Subject
by Giovanni Mellini 30 Jul '16

30 Jul '16

Hi list, don't know if this can be useful. I developed a perl wrapper to allow OTRS to handle multiple Ticket numbers in Subject. I wrote a blog post with all details and now is working on my company server since some day with no issues. Here the blog post https://scubarda.wordpress.com/2016/07/29/configure-otrs-to-process-multipl… Ciao Giovanni

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OTRS 4 and ITSMCIAttributeCollection
by Alvaro Cordero 28 Jul '16

28 Jul '16

Hello, I have used the module ITSMCIAttributeCollection with OTRS since it came available and it has allways worked perfectly, but now I am testing and trying to use it on OTRS 4 and it simply does not work. I've tried on test and clean systems but it does not work, I move the same definition to a OTRS 3.3.x and also 5.x and it works perfect. I am wondering if there is an error with the last package released for OTRS 4. I am using OTRS 4.0. with ITSM 4.0.14 and CIAttributeCollection 4.1.2, OTRS 5, with ITSM 5.0.7 and CIAttributeCollection 5.0.1 I create a class and use a definition as in the example { Key => 'Server', Name => 'Server', Input => { Type => 'CIClassReference', ReferencedCIClassName => 'Server', ReferencedCIClassLinkType => 'Includes', ReferencedCIClassLinkDirection => 'Reverse', } }, I get the field shown in the form, but when I go to the it and try to create a new CI with the relation it just does not do anything, not even the ajax, no errors, no log, it just simply does not do the search. I know it could posible be easier just to migrate into OTRS 5, but I am wondering why it doesn't work at all. -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro(a)gridshield.net

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Associated service by queue
by Jesus Rivera 28 Jul '16

28 Jul '16

Good afternoon , the query is simple, as I manage to activate and associated services queue ? Greatly appreciate the help they can provide .

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Can't opendir(/opt/otrs/var/tmp/CacheFileStorable/DynamicField/b): No such file or directory
by Phillipe Smith 27 Jul '16

27 Jul '16

Analyzing the apache error log, The following errors are getting shown: ........... [Wed Jul 27 12:39:13 2016] -e: Can't opendir(/opt/otrs/var/tmp/CacheFileStorable/DynamicField/a/3/c): No such file or directory [Wed Jul 27 12:39:13 2016] -e: at /opt/otrs//Kernel/System/Cache/FileStorable.pm line 227 [Wed Jul 27 12:39:13 2016] -e: Can't opendir(/opt/otrs/var/tmp/CacheFileStorable/DynamicField/a/1): No such file or directory [Wed Jul 27 12:39:13 2016] -e: at /opt/otrs//Kernel/System/Cache/FileStorable.pm line 227 [Wed Jul 27 12:39:13 2016] -e: Can't opendir(/opt/otrs/var/tmp/CacheFileStorable/DynamicField/0): No such file or directory [Wed Jul 27 12:39:13 2016] -e: at /opt/otrs//Kernel/System/Cache/FileStorable.pm line 227 ............. Those errors always occur after open a new ticket and choose a service. Running OTRS 4.0.15 on a CentOS 6. --- Phillipe Smith <phillipelnx(a)gmail.com> ----------------------------------------------------------- Linux SysAdmin | Developer

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Creating a outgoing email as the first article in a ticket using the GenericTicketInterface API
by Kristoffer Berdal 27 Jul '16

27 Jul '16

Hello, I want to use the API to create tickets where the first article is an outgoing email. I would say about 90% of the tickets we create in OTRS manually start with an outgoing email, yet I can't seem to find a way to create the same type of ticket using the API. Is this possible? I recently inherited this problem, and for years our solution has been to create a ticket (to get a ticket number), then send an email externally with the ticket number in the subject and a reply-to email that returns the answers into OTRS. This is a hacky way of doing things, and I would much prefer to be able to send the email via OTRS directly. Best regards, Kristoffer Berdal

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Ticket Queue for Web Ticket
by DHilsbos＠performair.com 26 Jul '16

26 Jul '16

All; Is there a way to predefine or force the queue for new tickets submitted from the website. I have defined that all email tickets come in to the "Level 1" queue, but tickets submitted through the web interface come in with all different queues, and might not be seen by the appropriate technicians. Thank you, Dominic L. Hilsbos Director - Information Technology Perform Air International Inc.

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Change notification language
by Personal Técnico 26 Jul '16

26 Jul '16

Hi, I have created a new automatic response (in spanish) after new ticket creating. Once I have configured my queue with that automatic response, I suppose I would receive in spanish the mail from ticket creation... but I continue receiving in english. What must I reconfigure? Thanks.

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Attachment Column in the State View
by Úr Balázs 25 Jul '16

25 Jul '16

Hi, I would like to add a new column to the State View, which shows an icon, if the last customer email of the ticket has an attachment. I added "Body" to the Ticket::Frontend::AgentTicketStatusView###DefaultColumns, which shows the last customer email when hovering with the mouse on it. Attachment doesn't work with the same way, an empty column is displayed. Has anybody an idea, how to show an attachment icon in a new column? Regards, Balázs

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New created service
by Carlos Alberto Diana 20 Jul '16

20 Jul '16

I've created a new service, and when I try to generate a "New Phone Ticket", I can't choose the new service because it isn't in the list. Any help? The new service has the same parameters than others, but the name. ___________________________________________________________________ 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. ___________________________________________________________________

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Re: [otrs] Allowing agents to always select a customer code
by Bene 20 Jul '16

20 Jul '16

Hi Renee, thanks for the info. Changing CustomerIDReadOnly in the SysConfig works. Is there a way to get a list of companies in the Customer code field, or with a kind of type ahead search? Working with contacts might make it easier but there is no easy way for us to make all the customer contacts in advance. I'm wondering how other folks are handling this. Kind regards, Benedict > > ---------- Forwarded message ---------- > From: *Renee B* <otrs.list(a)perl-services.de > <mailto:otrs.list@perl-services.de>> > Date: 2016-07-12 10:38 GMT+02:00 > Subject: Re: [otrs] Allowing agents to always select a customer code > To: otrs(a)lists.otrs.org <mailto:otrs@lists.otrs.org> > > > Am 12.07.2016 um 10:35 schrieb Bene: > > Hi, > > thanks Never Min and Sujeeva for the answers. > > I found these settings also and did both these changes. > Agents can now select all the default services. > > The customer code field is still grayed out by default. > I doesn't prevent the agents from creating a ticket so that's good. > However, I would like them to be able to select the customer company. > > Any idea on how to allow this without creating a customer for a > given customer code (company)? > > > Search for CustomerIDReadOnly in the SysConfig... > > > Thanks, > Benedict > > > > -- > Perl / OTRS development: http://perl-services.de > OTRS AddOn repository: http://opar.perl-services.de > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >

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Performance trouble,
by Mimiko 12 Jul '16

12 Jul '16

Hello. I've installed otrs v.5 on a physical server with apache and mod_perl2. The backend DB is Mysql on different physical server in same LAN. The problem is with slow page opening. Every page takes 15-20 second to open: Tickets, Dashboard, Customers, Admin. I've monitored servers and nor Mysql server, nor apache server is fully loaded during pages navigation. How can I debug the problem and speed up the otrs? Thank you

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Re: [otrs] Allowing agents to always select a customer code
by Bene 12 Jul '16

12 Jul '16

Hi, thanks Never Min and Sujeeva for the answers. I found these settings also and did both these changes. Agents can now select all the default services. The customer code field is still grayed out by default. I doesn't prevent the agents from creating a ticket so that's good. However, I would like them to be able to select the customer company. Any idea on how to allow this without creating a customer for a given customer code (company)? Thanks, Benedict > From: *Sujeeva Tissaarachchi* <sujeeva_t(a)yahoo.com > <mailto:sujeeva_t@yahoo.com>> > Date: 2016-07-12 7:41 GMT+02:00 > Subject: Re: [otrs] Allowing agents to always select a customer code > To: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org > <mailto:otrs@lists.otrs.org>> > > > Hi > > To facilitate all services available to agents, you have two methods > > 1. If agent is also defined as a customer, then use "customer user > <--> services" section in admin panel and assign services to > agent/customer > 2. Alternatively, make required services as Default Services using > "Edit Default Services" link in "customer user <--> services" section > Best Regards, > Sujeeva Tissaarachchi > > > ------------------------------------------------------------------------ > *From:* Never Min <never.min(a)gmail.com <mailto:never.min@gmail.com>> > *To:* User questions and discussions about OTRS. <otrs(a)lists.otrs.org > <mailto:otrs@lists.otrs.org>> > *Cc:* User questions and discussions about OTRS. <otrs(a)otrs.org > <mailto:otrs@otrs.org>> > *Sent:* Tuesday, 12 July 2016, 9:05 > *Subject:* Re: [otrs] Allowing agents to always select a customer code > > > - Same question about services. I want the agents to be able to > select all the > services. > > > > First set Ticket::Service::Default::UnknownCustomer to YES > http://your.otrs.host//otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;S… > > and edit default service: > http://your.otrs.host/otrs/index.pl?Action=AdminCustomerUserService > > I hope this will help you. > > > -N > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > > --------------------------------------------------------------------- > 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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Allowing agents to always select a customer code
by Bene 12 Jul '16

12 Jul '16

Hi, I'm in the process of customizing an OTRS 5 installation. When creating a new ticket, the customer code is grayed out, unless you select an already created customer. I would like to allow the Agent to be able to select the customer code, even if the customer doesn't exist. We don't know in advance who is going to contact us from an organization so the customer is usually the email, and the customer code is the company name. We do have a list of customer code. - How do I allow the agents to always be able to select the customer code? - Same question about services. I want the agents to be able to select all the services. I think this can do this with ACL's? Anyone who has done this? Regards, Benedict

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Rappel : Error After Upgrade
by Placide NJAMI 11 Jul '16

11 Jul '16

Placide Lysias NJAMI souhaite rappeler le message « Error After Upgrade ».

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Error After Upgrade
by Placide Lysias NJAMI 11 Jul '16

11 Jul '16

Dear All, After an upgrade from: OTRS+ITSM 5.0.8 to OTRS+ITSM 5.0.10 (KIXCore 5.0.2); (KIX4OTRS 8.0.2) to (KIXCore 5.0.4); (KIX4OTRS 8.0.8) We have the error below (from Recent Log Entries): Time: Mon Jul 11 14:10:08 2016 Facility: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-43 Message: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: Error: Can't use an undefined value as a HASH reference at /opt/otrs/KIX4OTRS/Kernel/System/CustomerCompany.pm line 64. Regards, Placide Lysias NJAMI

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OTRS 3.3 question - How to figure out problem data???
by Lambrecht, Charles 08 Jul '16

08 Jul '16

Hello OTRS List, I just upgraded to OTRS 3.3 and am working on cleaning up any issues before upgrading to 4 and then 5. Occasionally I see the error message below in the system log and further details are in the apache error log. After searches and reading, I understand I have some data in my config files that didn't get upgraded properly or converted when upgrading and usually it is related to dynamic fields. Our OTRS instance is pretty generic (no customizations), but has been upgraded over the past ten years through various versions and most recently to 3.3. Everything is working, but the occasional error message *bugs* me. I've reviewed settings, but everything looks good. I'm looking for pointers on how to identify the problem field! >From the apache error log (and this usually happens when an agent logs in but can happen when changing screens - the user doesn't get an error message) ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Jun 24 15:28:55 2016 Message: Data was only readable pure-perl YAML module, please contact the System Administrator to update this record, as the stored data is still in a wrong format! RemoteAddress: (deleted) RequestURI: /otrs/index.pl?Action=AgentDashboard Traceback (24865): Module: Kernel::System::YAML::Load (OTRS 3.3.15) Line: 150 Module: Kernel::System::DynamicField::DynamicFieldGet (OTRS 3.3.15) Line: 311 Module: Kernel::System::DynamicField::DynamicFieldListGet (OTRS 3.3.15) Line: 965 Module: Kernel::Output::HTML::DashboardEventsTicketCalendar::new (OTRS 3.3.15) Line: 43 Module: Kernel::Modules::AgentDashboardCommon::_Element (OTRS 3.3.15) Line: 789 Module: Kernel::Modules::AgentDashboardCommon::Run (OTRS 3.3.15) Line: 569 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.15) Line: 915 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_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 Regards, Charles Lambrecht --------------------------------------------------- Charles Lambrecht Computer Operations Manager UT College of Veterinary Medicine cgl(a)utk.edu<mailto:cgl@utk.edu> ---------------------------------------------------

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Re: [otrs] Upgrade OTRS 3.0.7 to otrs 5
by Frank Thommen 08 Jul '16

08 Jul '16

> Yes, you can see this: > http://otrs.github.io/doc/manual/admin/stable/en/html/upgrading.html > > If you are running a lower version of OTRS you have to follow the upgrade > path to 4 first (3.0->3.1->3.2->3.3->4)! You need to perform a full upgrade > to every version in between, including database changes and the upgrading > Perl script. What I don't understand: Does the sentence "You need to perform a full upgrade to every version in between" only refer to the situation when you start from a version lower than 4 or also for start versions above 4? From 4.0.1 -> 5.0.9 do I have to go through 4.0.1->4.0.2->4.0.3->...->5.0.9 or can I jump directly 4.0.1->5.0.9? And if all intermediate steps are required: What do I use as 5.0: 5.0.0.rc1? I'm using RPM packages and there is no 5.0.0 package on ftp://ftp.otrs.org/pub/otrs/RPMS/rhel/6/. frank

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Innodb warning
by Placide Lysias NJAMI 08 Jul '16

08 Jul '16

Dear, How to correct the warning message we have on our OTRS system registration? (See below) InnoDB Log File Size (5 MB): The setting innodb_log_file_size must be at least 256 MB. Thanks in advance! Best Regards / Cordialement ----- Placide NJAMI | HEAD OF IT DEPARTMENT GOLDEN EXOTICS LTD - GHANA P.O. Box K.I.A. 16105 - ACCRA Email: p.njami(a)gelgh.com<mailto:p.njami@gelgh.com>

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"Title" field on AgentLockedView
by Lars Jørgensen 07 Jul '16

07 Jul '16

Hi, We are wondering how to change the "Title" field on T icket::Frontend::AgentTicketLockedView to actually show the ticket title instead of the weird combination of last poster and last subject. In Ticket::Frontend::AgentTicketLockedView###DefaultColumns I can see the field "Title" which is the above combo-thingie. I tried to locate a list of all available ticket attributes to see if there was another field showing the actual title, but my google skills failed me. We are on OTRS 5. Any suggestions? -- Lars

4 5

OTRS4 API call from Core AgentTicketZoom js
by Pritesh BHEEMANEE 06 Jul '16

06 Jul '16

Hello, I am using OTRS 4.0.10-02. I would like to know how to make an api call from js/Core.Agent.TicketZoom.js in order to display customer detail on AgentTicketZoom.tt page under "Customer Information" section. I may miss other files or this may not be the best method to do it. Please let me know if you have any idea. Thanks again. Best Regards, Pritesh Bheemanee OTRS 4.0.10-02 PostgreSQL 9.3.5 Perl 5.10.1 (linux) is used. OS: Cent OS 6.5

1 0

Mail fetch frequency only updated on daemon restart?
by Frank Thommen 05 Jul '16

05 Jul '16

Dear all, I have the impression - but I could not find a reference to this -, that changes in Sysconfig Daemon::SchedulerCronTaskManager::Task###MailAccountFetch are only becoming active after manually stopping and restarting the OTRS Daemon. Is that the case? I'd find this strange, as I'd intuitively assume, that all changes done in SysConfig are activated with immediate effect w/o requiring a manual restart/reload of the daemon. Our OTRS version is 5.0.9 on CentOS 6.8. Cheers frank

2 1

Survey SendInHoursAfterClose
by Pritesh BHEEMANEE 05 Jul '16

05 Jul '16

Hello, I have installed Survey package 4.0.1 on OTRS 4. I changed value of Survey::SendInHoursAfterClose to 2 from 0 in order to send an survey email after 2 hours for all closed tickets but it is not sending survey mail after 2h. Survey::SendInHoursAfterClose Defines the amount in hours a ticket has to be closed to trigger the sending of a survey, ( 0 means send immediately after close ). Default Value: 0 (working) New Value: 2 (Not working ) PS: I know that it not possible to put 30 mints without development but i believe it should work as its an integer value. Thanks in advanced. Best Regards, Pritesh Bheemanee OTRS 4.0.10-02 PostgreSQL 9.3.5 Perl 5.10.1 (linux) is used. OS: Cent OS 6.5

2 2

Pictures of customers
by Lars Jørgensen 05 Jul '16

05 Jul '16

Hi, On OTRS 3 we had created an awful hack to show pictures of the customers in the ticket zoom view: [ 'UserLogin', 'Picture', 'sAMAccountName', 1, 1, 'var', '#"><img src="/pictures/$Data{"UserLogin"}.jpg"></a><a href="#', 0 ], It was done in the LDAP-configuration for CustomerUser in Config.pm where LDAP fields are mapped to OTRS fields. We've upgraded to the latest version 5 today (and, wow, OTRS looks great now!). It seems that $Data{"UserLogin"} no longer exists. Is there another way of doing the above? If possible, I would love a cleaner implementation, possibly using Dynamic Fields. -- Lars

2 2

Warning: Do not install FAQ 5.0.4 from the e-mail
by Sander Goudswaard 29 Jun '16

29 Jun '16

You may have received an e-mail with the title 'OSA-2016-01 Information Disclosure Vulnerability / Information bezüglicher einer Schwachstelle'. The FAQ-5.0.4.opm that is attached, is corrupt. The HTML tags inside have been escaped. If you install it, it will fail. Reinstall fails as well because the package is already installed. I am trying to find out how to rectify this in my installation. Regards, Sander No_signature

1 0

Memory usage rising from 4.x -> 5.0.9
by Ralf Hildebrandt 28 Jun '16

28 Jun '16

I successfully upgraded from the most recent 4.x version of OTRS to 5.0.9 and noticed a sudden increase in memory usage: The machine starts to use swap, and when checking which processes are using the most swap I'm seeing: otrs:~# { date;for f in /proc/[0-9]*/status; do awk '{k[$1]=$2} END { if (k["VmSwap:"]) print k["Pid:"],k["Name:"],k["VmSwap:"];}' $f 2>/dev/null; done | sort -n ; } Mi 20. Apr 15:55:05 CEST 2016 1 init 600 ... 26138 otrs.Daemon.pl 8240 26169 /usr/sbin/apach 4964 26243 /usr/sbin/apach 4832 26311 /usr/sbin/apach 4916 26835 /usr/sbin/apach 5136 27219 /usr/sbin/apach 5136 27701 /usr/sbin/apach 8528 27711 /usr/sbin/apach 5108 27746 /usr/sbin/apach 5256 27747 /usr/sbin/apach 8532 So it's apache/mod_perl. Is that normal? -- 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

Re: [otrs] Version 5.0.10 installation on AWS Linux Centos
by Paolo Mosconi 24 Jun '16

24 Jun '16

Thanks Florian and Yves for your replies. I'm definetely no perl (and not even linux) expert. All I have to offer as additional info i sas follows: Full apache log for error: [Fri Jun 24 08:41:05.797341 2016] [mpm_prefork:notice] [pid 2707] AH00163: Apache/2.4.18 (Amazon) mod_perl/2.0.7 Perl/v5.16.3 configured -- resuming normal operations [Fri Jun 24 08:41:05.797352 2016] [core:notice] [pid 2707] AH00094: Command line: '/usr/sbin//opt/' [Fri Jun 24 08:41:14.130011 2016] [:error] [pid 2711] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 166.\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 166.\nCompilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 26.\nBEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 26.\n Perl is in /usr/bin/perl perl -V output: Summary of my perl5 (revision 5 version 16 subversion 3) configuration: Platform: osname=linux, osvers=3.2.45-0.6.wd.514.39.260.metal1.x86_64, archname=x86_64-linux-thread-multi uname='linux gobi-build-64003.pdx4.amazon.com 3.2.45-0.6.wd.514.39.260.metal1.x86_64 #1 smp thu feb 27 01:14:25 utc 2014 x86_64 x86_64 x86_64 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic -Dccdlflags=-Wl,--enable-new-dtags -Dlddlflags=-shared -O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic -DDEBUGGING=-g -Dversion=5.16.3 -Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dprefix=/usr -Dvendorprefix=/usr -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl5 -Dsitearch=/usr/local/lib64/perl5 -Dprivlib=/usr/share/perl5 -Dvendorlib=/usr/share/perl5/vendor_perl -Darchlib=/usr/lib64/perl5 -Dvendorarch=/usr/lib64/perl5/vendor_perl -Darchname=x86_64-linux-thread-multi -Dlibpth=/usr/local/lib64 /lib64 /usr/lib64 -Duseshrplib -Dusethreads -Duseithreads -Dusedtrace=/usr/bin/dtrace -Duselargefiles -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl=n -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dd_gethostent_r_proto -Ud_endhostent_r_proto -Ud_sethostent_r_proto -Ud_endprotoent_r_proto -Ud_setprotoent_r_proto -Ud_endservent_r_proto -Ud_setservent_r_proto -Dscriptdir=/usr/bin -Dusesitecustomize' hint=recommended, useposix=true, d_sigaction=define useithreads=define, usemultiplicity=define useperlio=define, d_sfio=undef, uselargefiles=define, usesocks=undef use64bitint=define, use64bitall=define, uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -fstack-protector -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic', cppflags='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -fstack-protector -I/usr/local/include' ccversion='', gccversion='4.8.2 20140120 (Red Hat 4.8.2-16)', gccosandvers='' intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16 ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=8, prototype=define Linker and Libraries: ld='gcc', ldflags =' -fstack-protector' libpth=/usr/local/lib64 /lib64 /usr/lib64 libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.17' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,--enable-new-dtags -Wl,-rpath,/usr/lib64/perl5/CORE' cccdlflags='-fPIC', lddlflags='-shared -O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic ' Characteristics of this binary (from libperl): Compile-time options: HAS_TIMES MULTIPLICITY PERLIO_LAYERS PERL_DONT_CREATE_GVSV PERL_IMPLICIT_CONTEXT PERL_MALLOC_WRAP PERL_PRESERVE_IVUV USE_64_BIT_ALL USE_64_BIT_INT USE_ITHREADS USE_LARGE_FILES USE_LOCALE USE_LOCALE_COLLATE USE_LOCALE_CTYPE USE_LOCALE_NUMERIC USE_PERLIO USE_PERL_ATOF USE_REENTRANT_API USE_SITECUSTOMIZE Locally applied patches: Fedora Patch1: Removes date check, Fedora/RHEL specific Fedora Patch3: support for libdir64 Fedora Patch4: use libresolv instead of libbind Fedora Patch5: USE_MM_LD_RUN_PATH Fedora Patch6: Skip hostname tests, due to builders not being network capable Fedora Patch7: Dont run one io test due to random builder failures Fedora Patch9: Fix find2perl to translate ? glob properly (RT#113054) Fedora Patch10: Fix broken atof (RT#109318) Fedora Patch13: Clear $@ before "do" I/O error (RT#113730) Fedora Patch14: Do not truncate syscall() return value to 32 bits (RT#113980) Fedora Patch15: Override the Pod::Simple::parse_file (CPANRT#77530) Fedora Patch16: Do not leak with attribute on my variable (RT#114764) Fedora Patch17: Allow operator after numeric keyword argument (RT#105924) Fedora Patch18: Extend stack in File::Glob::glob, (RT#114984) Fedora Patch19: Do not crash when vivifying $| Fedora Patch20: Fix misparsing of maketext strings (CVE-2012-6329) Fedora Patch21: Add NAME headings to CPAN modules (CPANRT#73396) Fedora Patch22: Fix leaking tied hashes (RT#107000) [1] Fedora Patch23: Fix leaking tied hashes (RT#107000) [2] Fedora Patch24: Fix leaking tied hashes (RT#107000) [3] Fedora Patch25: Fix dead lock in PerlIO after fork from thread (RT#106212) Fedora Patch26: Make regexp safe in a signal handler (RT#114878) Fedora Patch27: Update h2ph(1) documentation (RT#117647) Fedora Patch28: Update pod2html(1) documentation (RT#117623) Fedora Patch29: Document Math::BigInt::CalcEmu requires Math::BigInt (CPAN RT#85015) Built under linux Compiled at Sep 15 2014 18:16:40 @INC: /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . Once again, any help is appreciated. paolo Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via V. Buzzi, 4 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it/> Da: Paolo Mosconi Inviato: giovedì 23 giugno 2016 17:47 A: 'otrs(a)otrs.org' <otrs(a)otrs.org> Oggetto: Version 5.0.10 installation on AWS Linux Centos Hi, I am doing a fresh installation from rpm and I got the following error. [:error] [pid 2426] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 166.\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 166.\nCompilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 25.\nBEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 25. Installation commands: sudo yum install httpd24 mod24_perl --nogpgcheck otrs-5.0.10-01.noarch.rpm sudo yum -y install http://download.fedoraproject.org/pub/epel/6/i386/epel-release-6-8.noarch.r… sudo yum -y install "perl(Text::CSV_XS)" I have a running V 4 since 2 years and I don't remember having encountered this in the past. Any help is appreciated Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via V. Buzzi, 4 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it/>

1 0

OTRS 5: Company tickets enabled, but ticket view is empty
by Edson Richter 24 Jun '16

24 Jun '16

Hi! I've very beginner with OTRS, and zero knowledge on Perl. -> OTRS 5 patch 10 on OEL 7 x64, MariaDB database. I've a Customer created with several (180) tickets on it from about 4 users. All of users are associated with a Customer ID from day zero. Now, I've created a group "CustomerPortalManager" and add a customer user to it. Then, in SysConfig, I've Ticket::Frontend::CustomerDisableCompanyTicketAccess = no in CustomerFrontend::Module###CustomerTicketOverview I've enbled group "CustomerPortalManager" for Company Tickets group config The menu appears on in customer portal, but when user selects it, nothing is shown. What I'm doing wrong? -- Atenciosamente, Edson Carlos Ericksson Richter

1 0

Version 5.0.10 installation on AWS Linux Centos
by Paolo Mosconi 23 Jun '16

23 Jun '16

Hi, I am doing a fresh installation from rpm and I got the following error. [:error] [pid 2426] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 166.\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 166.\nCompilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 25.\nBEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 25. Installation commands: sudo yum install httpd24 mod24_perl --nogpgcheck otrs-5.0.10-01.noarch.rpm sudo yum -y install http://download.fedoraproject.org/pub/epel/6/i386/epel-release-6-8.noarch.r… sudo yum -y install "perl(Text::CSV_XS)" I have a running V 4 since 2 years and I don't remember having encountered this in the past. Any help is appreciated Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via V. Buzzi, 4 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it/>

3 2

Dynamic fields from email headers?
by Nick Bright 22 Jun '16

22 Jun '16

Is it possible when generating a ticket by email (for example from a web form) to create X-Dynamic-Field headers that would create specified dynamic fields in the ticket that is being created? For example X-Dynamic-Field-Address1=AddressString to create populate the dynamic field "Address1" with "AddressString"? -- ----------------------------------------------- - 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 - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

1 1

Re: [otrs] otrs Digest, Vol 93, Issue 9
by Placide Lysias NJAMI 22 Jun '16

22 Jun '16

Thanks Rick, It works for me too. Below the steps exactly used : 1. mysql -u root -p SET GLOBAL innodb_fast_shutdown = 0 2. sudo service mysql stop 3. sudo su 4. mv /var/lib/mysql/ib_logfile* /tmp 5. vim /etc/mysql/my.cnf Change lines like below : innodb_buffer_pool_size = 1024M innodb_log_file_size = 256M Save the file 6. sudo service mysql start PLOBLEM SOLVED !!! Cdt, Placide -----Message d'origine----- De : otrs [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : mercredi 22 juin 2016 12:02 À : otrs(a)otrs.org Objet : otrs Digest, Vol 93, Issue 9 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Innodb warning (Placide Lysias NJAMI) 2. Re: Innodb warning (Rick Heisterhagen) ---------------------------------------------------------------------- Message: 1 Date: Wed, 22 Jun 2016 11:34:40 +0000 From: Placide Lysias NJAMI <p.njami(a)gelgh.com> To: <otrs(a)otrs.org> Subject: [otrs] Innodb warning Message-ID: <004e01d1cc7a$11f94400$35ebcc00$(a)gelgh.com> Content-Type: text/plain; charset="us-ascii" Dear, How to correct the warning message we have on our OTRS system registration? (See below) InnoDB Log File Size (5 MB): The setting innodb_log_file_size must be at least 256 MB. Thanks in advance! Best Regards / Cordialement ----- Placide NJAMI | HEAD OF IT DEPARTMENT GOLDEN EXOTICS LTD - GHANA P.O. Box K.I.A. 16105 - ACCRA Email: p.njami(a)gelgh.com<mailto:p.njami@gelgh.com>

1 0

that's so amazing
by nolan_stephen1＠yahoo.com 21 Jun '16

21 Jun '16

Hi, I've read an article on some great stuff, it seems just amazing, please read it here <http://nkecholtiri.promisedlandmovie.com/xyfnth> nolan_stephen1(a)yahoo.com

1 0

autostate and stateupdate
by André Cavalcante 20 Jun '16

20 Jun '16

Hi folks, I'm using OTRS 4.X. It runs on a linux server. I just can't figure it out how to setup autostate after pending close +. What I've done and what I' like to happen is the following: 1) I've added "pending autoclose +" to the "Ticket::PendingAutoStateType" parameter 2) at pending time each ticket should return to the state specified in "Ticket::StateAfterPending". Which is a customized state called "fechado automaticamente", that means "automatically closed". 3) I've created also a notification event, for sending an e-mail to the customer using updatestate everytime the ticketstate changes to "fechado automaticamente". The point is: the state is not being changed after pending time. Any hint? The notification is working fine, if I change state manually. Thanks -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

2 1

Tag <OTRS_CUSTOMER_REALNAME> wrongly documented or implemented?
by Frank Thommen 14 Jun '16

14 Jun '16

Hi, in the tag reference at the bottom of the "Edit Notification" page in OTRS 5.0.9 the tag "<OTRS_CUSTOMER_REALNAME>" is described as "To get the realname of the sender (if given).". Effectively, it is replaced by the name of the ticket customer but *not* by the name of the effective sender (which could e.g. be a third party answering to a Cc received from that ticket). So either the tag name is misleading (should rather be something like "OTRS_SENDER_REALNAME") and the replacement is buggy or the documentation is wrong (should rather read "To get the realname of the ticket's customer user (if given)."). Any thoughts on this? Cheers Frank

2 2

Generic Agent - causing ticket events
by Nick Bright 14 Jun '16

14 Jun '16

Greetings, I'm starting a new thread as this has gotten off the topic of the old thread. I'm attempting to use a Generic Agent to do a one-time action across all tickets. I'd like to run a TicketCustomerUpdate event (leaving the customer to be the same as it is - simply triggering the event). This is so that a Dynamic Field mapping which happens on a TicketCustomerUpdate event will occur, copying the Dynamic Field to all tickets in the system. Reviewing the parameters of the Generic Agent interface, I'm not seeing a method of causing an Event to occur on the ticket. Note that I'm not wanting to run the Generic Agent on an event. I'm trying to /cause /an event. Any suggestions or documentation links appreciated. 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 - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

2 2

Copy LDAP field to dynamic field
by Lars Jørgensen 14 Jun '16

14 Jun '16

Hi, Is it at all possible to copy an LDAP field to a dynamic field? It's important to us that the users' departments are registered on the tickets for statistical purposes. We're doing it manually, but it seems absurd when you can see the field in the Customer Information Sidebar box. -- Lars

4 14

OTRS doesn't seem to use configured proxy -> No news, no package version check
by Frank Thommen 14 Jun '16

14 Jun '16

Hi, our OTRS instance (5.0.9 on CentOS 6) has a proxy configured in SysConfig Core::Package::Proxy In the OTRS System Log I can see: Fri Jun 3 18:31:23 2016 error OTRS-CGI-47 Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to cloud.otrs.com:443 (Connection refused) The package manager reports for every package: SomeOTRSpackage 1.2.3 - Package not verified due a communication issue with verification server! The Dashboard reports: Can't connect to OTRS News server! `tcpdump host cloud.otrs.com` reports (on each opening of the PackageManager): 18:33:43.833030 IP OUR_OTRSSERVER.45467 > portal.otrs.com.https: Flags [S], seq 3033083959, win 14600, options [mss 1460,sackOK,TS val 195676033 ecr 0,nop,wscale 7], length 0 18:33:43.833259 IP portal.otrs.com.https > OUR_OTRSSERVER.45467: Flags [R.], seq 0, ack 3033083960, win 14600, length 0 18:33:43.862154 IP OUR_OTRSSERVER.45468 > portal.otrs.com.https: Flags [S], seq 3311162058, win 14600, options [mss 1460,sackOK,TS val 195676062 ecr 0,nop,wscale 7], length 0 18:33:43.862399 IP portal.otrs.com.https > OUR_OTRSSERVER.45468: Flags [R.], seq 0, ack 3311162059, win 14600, length 0 This is the same pattern I see, when I do a `curl` to https://cloud.otrs.com *without* proxy. When accessing cloud.otrs.com through the proxy, there should no traffic be reported by `tcpdump host cloud.otrs.com`. It doesn't make a difference if I define the proxy in Core::WebUserAgent::Proxy or in Core::Package::Proxy or in both. Any thoughts or pointers on how to solve this issue? Cheers Frank

2 2

New Web Ticket --> Queue
by DHilsbos＠performair.com 13 Jun '16

13 Jun '16

All; I'm running OTRS 5, and I'm hoping that you can help me with a minor annoyance. Is it possible / how would I go about removing the Queue selection from the Customer website, and always have new web tickets go into a pre-determined queue? Thank you, Dominic Hilsbos Director - Information Technology Perform Air International Inc.

3 2

Re: [otrs] Errors in system log
by Mikey van der Worp 12 Jun '16

12 Jun '16

Hi, These errors are not related to OTRS but your mySQL server. Check your settings of the mysql server and make sure everything is ok. Best regards, Mikey van der Worp Verzonden vanaf mijn Samsung Galaxy-smartphone. -------- Oorspronkelijk bericht -------- Van: claude <pref-otrs(a)haute-garonne.gouv.fr> Datum: 10-06-16 00:23 (GMT+01:00) Aan: "User questions and discussions about OTRS." <otrs(a)otrs.org> Onderwerp: [otrs] Errors in system log Hi, For a few days, I have two errors in system logs. the first DBD::mysql::st execute failed: Lost connection to MySQL server during query at /opt/otrs/Kernel/System/DB.pm line 559. ERROR: OTRS-UnlockTickets-10 Perl: 5.8.8 OS: linux Time: Thu Jun 9 06:15:15 2016 Message: Lost connection to MySQL server during query, SQL: 'SELECT st.tn, st.ticket_answered, st.id, st.timeout, sq.unlock_timeout FROM ticket st, queue sq WHERE st.queue_id = sq.id AND st.ticket_answered != 1 AND sq.unlock_timeout != 0 AND st.ticket_state_id IN ( 1, 4 ) AND st.ticket_lock_id NOT IN ( 1, 3 ) ' Traceback (18034): Module: /opt/otrs//bin/UnlockTickets.pl (v1.33) Line: 125 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 622. the second Charset encode 'gb2312' -=> 'utf-8' (¥«¥ë¥È¥»¥¸¥å£¥ë¸üÐÂ †–ºÏ¤») not supported! I don't know if this errors are related and I don't know what I can do for this If somebody can help me Thanks Regards, Claude

1 0

Dynamic Fields... direct access in the DB
by Olivier Macchioni 10 Jun '16

10 Jun '16

Hello dear list, I’m trying to export a list of tickets directly from the OTRS DB - I’m computing 20 columns, there are 7 joins… the request is not that small… And it takes approx. 50 seconds to generate 5’000 rows I need. Knowing that I will eventually need to export much more than 5’000 rows, this is not acceptable. If I remove *only* the 4 columns where I compute the value of some “Dropdown” dynamic fields linked to tickets, the times drops down to 3 seconds… So I must be doing something wrong in the way I compute the value of dynamic fields…. or maybe the design of the DB itself is suboptimal? The best solution I’ve found so far is a poor man’s parser on the YAML content of dynamic_field.content: SELECT id, (SELECT regexp_replace(config, '.*' || dynamic_field_value.value_text || ': ([^\n]+)\n.*', '\1') FROM dynamic_field_value JOIN dynamic_field ON dynamic_field.id = dynamic_field_value.field_id WHERE dynamic_field_value.object_id = ticket.id AND object_type = 'Ticket' AND dynamic_field.name = 'Category') AS "Category" FROM ticket WHERE ticket.tn = '10479715' Does anyone have a better idea? Thanks, Olivier P.S. I’m using PostgreSQL - it would have been nicer to store the data in JSON format, which is natively supported, it could have save some precious CPU cycles but well...

2 3

Manually fetch the emails is not working
by JAOUEN Egareg 10 Jun '16

10 Jun '16

Hi all, I've just migrated from OTRS v4.0.8 on windows appliance to OTRS v5.0.10 on a Fedora 23 station. All seems to be fine. Except... fetching the emails manually. When I try to fetch the emails with the link on the postmaster page in Admin zone, I receive the error below. I wonder if there are differences in fetching emails methods between v4 and v5 ? And between fetching emails manually with that link and fetching automatically with the cronjob / daemon ? Indeed, the emails are correctly fetched and sorted in the corresponding tickets automatically. Does someone encounter the same behavior ? Thanks ! The error I noticed : An error occurred. Message d'Erreur: IMAPS: Can't connect to clean.o2switch.net . Vous pouvez Envoyer un rapport de bug ou Revenir à la page précédente. Détails de l'erreur Backend ERROR: OTRS-CGI-0 Perl: 5.22.1 OS: linux Time: Wed Jun 8 09:49:02 2016 Message: IMAPS: Can't connect to clean.o2switch.net RemoteAddress: 37.58.171.139 RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=5;ChallengeToken=NFXCXFFiiZqmJakGtjgdzlAXJNEMJ1ID; Traceback (15683): Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 142 Module: Kernel::System::MailAccount::IMAP::Fetch Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::Modules::AdminMailAccount::Run Line: 60 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 Egareg JAOUEN Ingénieur Recherche&Développement Tel : +33 2 31 35 34 81 │ egareg.jaouen(a)elitt.com 8 rue Léopold Sédar-Senghor - 14460 Colombelles - France │ www.elitt.com To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

How to translate a message in Kernel/System/*.pm
by Úr Balázs 10 Jun '16

10 Jun '16

Hi, I imported a process named "Egyedi megrendelés", and this notification appeared (see attached picture): "Process Egyedi megrendelés and all its data has been imported successfully." This string is located here: https://github.com/OTRS/otrs/blob/master/Kernel/System/ProcessManagement/DB… Martin Gruner explained, why can not translate these kind of strings in backends: https://github.com/OTRS/otrs/pull/1037#issuecomment-198247289 If a string has no parameter, Translatable() can mark it for translation, and somewhere else in the .tt files will be translated. But what about if a string has a parameter? Neither Translatable(), nor $LanguageObject can not be used in backend files. How to translate this kind of strings? Regards, Balázs

2 1

Packages dependencies on SLES11
by jm+otrs＠roth.lu 10 Jun '16

10 Jun '16

Hi all, So I downloaded OTRS for "SuSe 11" (SLES) and this is what I get: # rpm -ivh --test otrs-5.0.9-01.noarch.rpm error: Failed dependencies: bash-completion is needed by otrs-5.0.9-01.noarch cronie is needed by otrs-5.0.9-01.noarch apache2-mod_perl is needed by otrs-5.0.9-01.noarch perl(Crypt::SSLeay) is needed by otrs-5.0.9-01.noarch perl(Encode::HanExtra) is needed by otrs-5.0.9-01.noarch perl(JSON::XS) is needed by otrs-5.0.9-01.noarch perl(Net::DNS) is needed by otrs-5.0.9-01.noarch perl(Net::LDAP) is needed by otrs-5.0.9-01.noarch perl(Template) is needed by otrs-5.0.9-01.noarch perl(Text::CSV) is needed by otrs-5.0.9-01.noarch perl(Text::CSV_XS) is needed by otrs-5.0.9-01.noarch perl(XML::LibXSLT) is needed by otrs-5.0.9-01.noarch perl(YAML::XS) is needed by otrs-5.0.9-01.noarch While some of the Perl modules are certainly available, bash-completion and cronie is not in SLES11 AFAIK. Even the SDK repos are enabled. BTW This is SLES11 SP3. Any idea? Thanks, Marki

2 2

Errors in system log
by claude 09 Jun '16

09 Jun '16

*Hi, For a few days, I have two errors in system logs.* *the first* /DBD::mysql::st execute failed: Lost connection to MySQL server during query at /opt/otrs/Kernel/System/DB.pm line 559. ERROR: OTRS-UnlockTickets-10 Perl: 5.8.8 OS: linux Time: Thu Jun 9 06:15:15 2016 Message: Lost connection to MySQL server during query, SQL: 'SELECT st.tn, st.ticket_answered, st.id, st.timeout, sq.unlock_timeout FROM ticket st, queue sq WHERE st.queue_id = sq.id AND st.ticket_answered != 1 AND sq.unlock_timeout != 0 AND st.ticket_state_id IN ( 1, 4 ) AND st.ticket_lock_id NOT IN ( 1, 3 ) ' Traceback (18034): Module: /opt/otrs//bin/UnlockTickets.pl (v1.33) Line: 125 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 622. / *the second* /Charset encode 'gb2312' -=> 'utf-8' (¥«¥ë¥È¥»¥¸¥å£¥ë¸üÐÂ ºÏ¤») not supported!/ *I don't know if this errors are related and I don't know what I can do for this If somebody can help me Thanks Regards, Claude * * *

1 0

Set default ticket type for queue - OTRS 5
by Willian Silva 03 Jun '16

03 Jun '16

Hi guys. Can I set a default ticket type for a single queue in sysconfig ? Regards, Willian Silva.

3 3

Disabling quote of previous mail per queue
by Frank Thommen 31 May '16

31 May '16

Dear all, within our group the requirement arised, to disable the quoting of previous mails in replies per queue(!). I.e. most queues should quote the previous conversation in a reply, but in one specific queue, this must *never* happen (for privacy and anonymity reasons related to the conversations within this queue). This should happen automatically. Is there a way to achieve this? It seems to me, that the reply format - including the quotation - is defined in SysConfig and is a global property, while the notification tags usable for reponse templates don't contain any <OTRS_QUOTE> tag. I'd be grateful for any pointers in the rifght direction. Cheers Frank

1 0

can't write temp files on CentOS
by Juan Manuel Clavero Almirón 30 May '16

30 May '16

Hi all, I'm building a new test machine using CentOS 7 and the installer otrs-5.0.7-01.noarch.rpm. When I go to URL/otrs/index.pl, I get several errors similar to Can't write '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache//ResponsiveCSS_49d1dd3293258ec1feecbb6b4e0d94b5.css': Inappropriate ioctl for device At first I thouth it was a permissions error, but then, using a console logged in as both the apache user and the otrs user, I can touch this file and write in it, so I am quite lost. Can anybody help me? Kind regards, Juan Clavero

4 6

Upgrade OTRS 3.0.7 to otrs 5
by Rose Dowson 26 May '16

26 May '16

Hi, It's possible to upgrade my otrs 3.0.7 to 5 version ? If not, do you have an idea if I should go through the version 4 or maybe 3.3 ? Thank you for the help. Best Regards,

2 1

Non-Latin/western languages
by Ritchie, Dennis 25 May '16

25 May '16

Does OTRS, in receiving an incoming email (or tries to send) in a language other than Latin Characters, support these languages? 'DatabaseVersion' => 'MySQL 5.6.16', 'OSType' => 'Linux', 'OSVersion' => 'centos 6.7', 'OTRSVersion' => '4.0.6', 'PerlVersion' => '5.10.1', Thank You Dennis

2 1

Need Solution
by Rajeev Kumar 24 May '16

24 May '16

Hi All, I have using the OTRS in Our setup. and *we have require rotation shift scheduling in OTRS *please tell me it is possible or not ??. if it is possible then suggest me the steps for this process. -- *Rajeev Kumar*

1 0

Keep html tags forward ticket
by Marco Ferreira 18 May '16

18 May '16

Hello All, It's possible to keep html original format when I forward a ticket ? Thanks in advance. Marco Ferreira Responsável de Sistemas de Informação [cid:image001.gif@01D1B061.83782360] [cid:image002.jpg@01D1B061.83782360](+351) 213 500 300- 927050954 marco.ferreira(a)informadb.pt<mailto:marco.ferreira@informadb.pt> www.informadb.pt<https://www.informadb.pt/idbweb/?utm_source=assinatura&utm_medium=email&utm…> [cid:image003.gif@01D1B061.83782360]<https://www.informadb.pt/idbweb/public/QSPoliticaQualidade.xhtml?utm_source…> CONFIDENCIAL. Esta mensagem destina-se a uso exclusivo do(s) destinatário(s) e poderá conter informação privada ou confidencial. A leitura, retenção, divulgação, cópia, distribuição ou reencaminhamento são proibidas. Caso a receba por engano, solicitamos que nos comunique por e-mail e elimine a mensagem do seu sistema sem a reproduzir. CONFIDENTIAL. This message is intended for the exclusive use of the named addressee(s) and it may contain private or confidential information. Any reading, retention, disclosure, copying, distribution or redirection is prohibited. If you are not the intended recipient, please notify us by e-mail and delete this message from your system without retaining a copy.

2 1

Second Customer Web Interface
by Willian Silva 18 May '16

18 May '16

Hi Guys. Is there a way to create a second customer web interface in otrs 5 ? Regards, Willian Silva.

2 1

OTRS 5 - Escalation notifications not sending
by Smulsky, David 18 May '16

18 May '16

Trying to do basic Queue based First Response and Update Escalations.. We can see the countdown occur, but it just goes negative, and no notifications are sent to agents subscribed to that queue.. Where should we start to look?

2 1

Firefox 46 with OTRS 3.3.6 problems
by Ugo Bellavance 18 May '16

18 May '16

Hi, It looks like we've started getting 500 http errors when trying to access OTRS 3.3.6 using Firefox 46. Here are the relevant logs [Wed May 04 08:17:14 2016] [error] Apache2::RequestIO::read: (70007) The timeout specified has expired at (eval 171) line 5 [Wed May 04 08:56:10 2016] [error] Apache2::RequestIO::read: (70008) Partial results are valid but processing is incomplete at (eval 271) line 5 [Wed May 04 09:21:19 2016] [error] Apache2::RequestIO::read: (70007) The timeout specified has expired at (eval 303) line 5 Rolled back to Firefox 45, all is good. Anyone seen this as well? I know 3.3.6 is a bit old but I don't really have time to upgrade to 4 or 5 right now. I could probably plan an upgrade to the latest 3.3 if someone is sure that it would solve this problem. Thanks,

1 0

Reporting / statistics
by Nick Bright 09 May '16

09 May '16

Is there any way within OTRS (we are using v3 currently) that would allow statistics/reporting based on a field restriction in the Customer Information? For example, part of the Customer Information being brought in from LDAP is a location value (text). I'd like to report the number of tickets opened for a specific location value, across all customers. -- ----------------------------------------------- - 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 - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

3 2

AUTOREPLY otrs Digest, Vol 92, Issue 3
by baer＠opm-computer.de 07 May '16

07 May '16

Sehr geehrte Damen und Herren, in der Zeit vom 06.05.2016 bis einschließlich 22.05.2016 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 EDV Service GmbH Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Reporting / statistics (Nick Bright) ---------------------------------------------------------------------- Message: 1 Date: Fri, 6 May 2016 13:56:20 -0500 From: Nick Bright <nick.bright(a)valnet.net> Subject: [otrs] Reporting / statistics To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <5feac473-9dfe-06a5-69f0-8e5b00b1d15a(a)valnet.net> Content-Type: text/plain; charset="utf-8"; Format="flowed" Is there any way within OTRS (we are using v3 currently) that would allow statistics/reporting based on a field restriction in the Customer Information? For example, part of the Customer Information being brought in from LDAP is a location value (text). I'd like to report the number of tickets opened for a specific location value, across all customers. -- ----------------------------------------------- - 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 - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

1 0

ACTION Required******* Accepted Domain filter by registering customer for a new account
by Yousef Hajjat 04 May '16

04 May '16

Hi there, How to prevent other domain, such as: @yahoo,@gmail, and so on... from registering for OTRS customer, while the selected or/and accepted domains do? Thanks, Yousef Hajjat _______________________________________________________________________________________________________________________________________________________________________________________________________________ This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secured or error-free, as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of Aspire Infotech are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications. Aspire Infotech, 120 Queen Rania Street, PO Box 840098 Amman 11181 Jordan

1 0

OTRS Duplicate Notification event
by Rose Dowson 30 Apr '16

30 Apr '16

Hi, I have a problem with OTRS notification my agent has duplicate notification when he is the new Owner of this ticket. So what is the problem ? Do you have any ideas ? Best Regards,

3 4

Ticket re-opened by system
by claude 28 Apr '16

28 Apr '16

Hi, For one ticket, every night it's re-open by system. I close it and then the next night, I have this lines are in history : Lock Ticket verrouillé. - root@localhost (Administrateur princ[..]) 26.04.2016 00:10:04 Misc Reset of unlock time. - root@localhost (Administrateur princ[..]) 26.04.2016 00:10:04 StateUpdate Avant : "closed successful" Après : "open" - root@localhost (Administrateur princ[..]) 26.04.2016 00:10:04 I do not know where to look If someone had an idea ? Thanks and regards Claude

2 3

OTRS duplicate notification "event"
by Rose Dowson 26 Apr '16

26 Apr '16

Hi, I have a problem with mail notification when The customer create a new ticket the agent receive many mails that contain the same body 'ticket Owner Update'. Please I want to know what is the problem. Keep on mind that I configured the agents of each department haven't the same rights. Please I need a help. Best Regards,

2 1

Prefilled content with custom MenuModule not working anymore since OTRS 4
by Rick Heisterhagen 26 Apr '16

26 Apr '16

Hello everyone, I used to add custom menu buttons in Frontend::Agent::Ticket::MenuModule to prefill AgentTicketNote since OTRS 3.0 until 3.3 with URL encoded HTML content, the method is explained here: http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ Now after upgrading to OTRS 4 and finally 5.0.9 on a test system I replaced TicketID=$QData{"TicketID"} with TicketID=[% Data.TicketID | html %] and now the encoded html part gets encoded but does not get interpreted, it stays an html text, here is my config (URL shortened). <ConfigItem Name="Ticket::Frontend::MenuModule###421-Support-Escalation" Required="0" Valid="1"> <Description Translatable="1">Test Menu</Description> <Group>Ticket</Group> <SubGroup>Frontend::Agent::Ticket::MenuModule</SubGroup> <Setting> <Hash> <Item Key="Module">Kernel::Output::HTML::TicketMenu::Generic</Item> <Item Key="Name">Support Escalation</Item> <Item Key="Description" Translatable="1">Escalate Isssue to HQ</Item> <Item Key="Action">AgentTicketNote</Item> <Item Key="Group">rw:support.all;rw:support.us;rw:support.apac</Item> <Item Key="Link">Action=AgentTicketNote;TicketID=[% Data.TicketID | html %];DynamicField_TicketFreeText3=Yes;Subject=Test+Menu;Body=%3Cspan+style%3D%22font-size%3A18px%3B%22%3ETest+Module</Item> <Item Key="PopupType">TicketAction</Item> </Hash> </Setting> </ConfigItem> I thought this would be a good opportunity to use the Note-Template feature, so I altered the Link by using "StandardTemplateID" like this: <Item Key="Link">Action=AgentTicketNote;TicketID=[% Data.TicketID | html %];DynamicField_TicketFreeText3=Yes;Subject=Test+Menu;StandardTemplateID=56 Now the correct template is selected but the body is not filled with text. ? Please if someone could help me achieving the same as I had until OTRS 3.3 it would enable us to upgrade to the new OTRS version. Thanks in advance! Regards, Rick

2 2

Determine number of closed tickets that were solved within SLA
by Mnich, Jürgen 25 Apr '16

25 Apr '16

Hello! I am oft he opinion, that I have a very normal situation :) We configured services and SLAs a few days ago and got a little familiar with the escalation configuration. Actually we only use solution-times for the time being. Now I want to determine - for all tickets closed last week (for example) - how many tickets have been solved within the sla and how many have escalated (the sum of those two values must be the number of all closed tickets). When looking on the database-entries I found out (I hope that this is correct) that - as long as the tickets are not closed - the escalation_solution_time is the value I can compare to. When any ticket is closed, this (and all the other escalation_time values) are reset to zero (that's coded in ticket.pm). I think it is absolutely normal that you want or even need to report on your SLA-compliance. How can I reach my goal? How do you do report your SLA-compliance? 1. Change the code in ticket.pm (or is there any good reason why the values are reset to zero)? 2. Is there a statistic I did not find? 3. Are there any other database tables and/or entries that I could use? 4. Any other idea...??? Any help is welcome!!! Thanks, Jürgen.

4 3

OTRS 3.3
by Scott R. Morgan 25 Apr '16

25 Apr '16

I am running OTRS 3.3 and everything has been running well for over 2 years now. Today, I had to update my POSTMASTER email password. After that change, every time I reply to a ticket and click submit, I am prompted by Firefox browser to download index.pl. In chrome, the reply to window goes to an all white screen and hangs instead of closing and going the underlying ticket details browser screen. The data is getting posted to the system. What could be causing this issue? Thank you! "Good judgment comes from experience. Experience comes from bad judgment." - Will Rogers Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group

3 2

Upgrade failure with ITSM 3.3.5 --> 4.0.16
by Jan.Dreyer＠bertelsmann.de 25 Apr '16

25 Apr '16

Hi @ll. I already posted this on otterhub <http://forums.otterhub.org/viewtopic.php?f=62&t=32107>, but I thought the audience may be bigger when writing to you, too: I'm facing the following problem when trying to upgrade our OTRS-ITSM from 3.3.5 to 4.0.16: We are using some change_freetext fields for storing Meta information about a change. When upgrading our test system the extra fields vanished. I assume they should get migrated like the old freetext fields in OTRS 3.0, but nothing: neither the old freetext fields exist in the database, nor a corresponding dynamic field. Is this a known issue? I couldn't find anything in web- or forum search. Anyone her who is able to help with a hint to the right direction, so I don't have to dig into the code of the migration scripts?! Jan

2 2

OTRS 5 for Production
by Sujeeva Tissaarachchi 24 Apr '16

24 Apr '16

Dear Friends, I have just installed OTRS 5 (Free Version) and planning to use it for production of 1500 users (customers) and 35 agents. Configurations: Cent OS on VM RAM 6GBMySQL With your experience, how would you predict the performance in my production? Will it be practical for me to use it successfully in production? Thanks, Sujeeva

2 1

Error with package FAQ after upgrade Otrs5 patch 6 to 9
by Juan Carlos Ruiz 22 Apr '16

22 Apr '16

Hi I upgrade Otrs5 to avoid the error/issue "Internal Server Error", I follow all steps described on the documentation, but when I try to see my page, I get a error. I review the error and is because I don't have installed the FAQ package on the new version patch9. Any idea how to disable this package or installed on command line? I try but all doc found is old and describe a .pl that is not on the current version of otrs5 patch9. Also get a error on Permission Denied on Log.pm. Im on Centos 7 server. On the Log I have ERROR: OTRS-CGI-01 Perl: 5.16.3 OS: linux Time: Fri Apr 22 16:41:22 2016 > Message: Module Kernel/System/Stats/Static/FAQAccess.pm not in @INC > (/usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom > /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /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) > RemoteAddress: 192.168.0.131 > RequestURI: /otrs/index.pl > Traceback (12502): > Module: Kernel::System::Stats::GetObjectBehaviours Line: 1131 > Module: Kernel::System::Stats::StatsGet Line: 272 > Module: Kernel::System::Stats::StatsListGet Line: 750 > Module: Kernel::Modules::AgentDashboardCommon::Run Line: 59 > Module: Kernel::System::Web::InterfaceAgent::Run Line: 1056 > 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 > [Fri Apr 22 16:41:22.511649 2016] [:error] [pid 12502] [Fri Apr 22 > 16:41:22 2016] -e: Permission denied at /opt/otrs//Kernel/System/Log.pm > line 279.\n Thanks

2 1

Statistics on SLA Breach
by Sujeeva Tissaarachchi 19 Apr '16

19 Apr '16

Dear Friends, I am using OTRS 5. These days I am trying to get statistics on SLA beached tickets. I have following two issues: 1. Closed tickets do not display in the statistics. How can I get it it enabled?2. I am using a calendar with 8 to 5 working time for SLA. But it shows as SLA breached even for out of office time Best Regards, Sujeeva Tissaarachchi

1 0

Upgrade
by Tornoci Laszlo 19 Apr '16

19 Apr '16

Hi, I installed a 5.0.4 system a few weeks ago. If I logged in to the web interface as admin, I got a number of warnings about the new versions (5.0.5 to 5.0.10). So today I upgraded the system to 5.0.10 (skipping 5.0.5-5.0.9) using the web interface. Everything went fine, but since then I still get warnings about the availability of versions 5.0.5-5.0.9. Why am I getting that if my system is 5.0.10? Is it a problem that I skipped the intervening versions? If yes, what should I do now? Or should I just disregard the warnings? Yours: Laszlo

2 1

CustomerID used in customer email, email bounced
by Finetti, Stefano 19 Apr '16

19 Apr '16

Hi, I have this problem since otrs 4.x, and it is still here, but I don't know if it is something in my configuration. here is the problem: when you create a new external email, if you add a customer user via the Address Book, it writes the address as "Customer Name" <customer@email customer_id>. As you can see, there is the "customer_id" inside the <>, with the result that the email is sent to customer@emailcustomer_id which is nonexistant and bounces back. I never understood why this happens. -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* 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.

1 1

OTRS notification mail problem
by Rose Dowson 15 Apr '16

15 Apr '16

Hi, I have a problem with "ticket owner update notification". The agent receive many mails for just one ticket. So I think I have a problem with my OTRS server. Do you have any ideas? Thank you for the help. Best Regards,

2 1

Module Kernel/Output/HTML/OutputFilterTextAutoLink.pm not in @INC?
by Ralf Hildebrandt 14 Apr '16

14 Apr '16

After upgrading from 4.0.16 to 5.0.9 I encountered this error: Module Kernel/Output/HTML/OutputFilterTextAutoLink.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.18.2 /usr/local/share/perl/5.18.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.18 /usr/share/perl/5.18 /usr/local/lib/site_perl . /etc/apache2) which I could easily fix by disabling the option in the config. But: What replaces OutputFilterTextAutoLink in 5.0.x? -- 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

Mail To Ticket Issue
by Saleh Ghaleb 14 Apr '16

14 Apr '16

Hi All, We are trying to integrate Microsoft Outlook with OTRS through an Outlook Add-in, In our soution Outlook will have a special form that resembles OTRS's new ticket form and the data sent to otrs through email. Everything works OK, form is shown in Outlook , Email sent correctly, OTRS can fetch the email, BUT the X-OTRS-* headers are missing. Am sure it is included in the email, I tried sending the email to other destinations and checked the headers are there but OTRS can not read/parse the headers from Outlook/Exchange. Any thoughts about this? Thanks, Saleh

1 0

Mapping from CustomerDB with duplicate mail addresses
by Stephan Schenk 11 Apr '16

11 Apr '16

Hi, I have a problem on the assignment of customer data from a second customer db. Sometimes a customer is several times in this db. It has the same basic data (name, title, ..., also multiple times with the same mail address) but different further data like a shop he is responsible for, and another, ... Every record has a unique id (not mail address). See structure below. When there comes a ticket/mail of this (multiple existing) customer OTRS doesn't know which record to choose. This is ok for this case that the mail address is duplicated. Then the agent would choose the correct customer manually. If I take the unique id as CustomerKey the customer data will never be shown in ticket zoom (even if record/mail adress is unique in db). If I take email as CustomerKey the assignment is working on incomming tickets but if the agent searches for a different record of thsi customer he allways gets only one search result. Surely because OTRS takes CustomerKey as db primary key. The customer mySQL db looks like this (extract): # id, login, email, title, first_name, valid_id, shop, cluster, status '307880', 'info(a)123.de', 'info(a)123.de', NULL, 'Winrich', '1', '123.de', 'E', '21' '307881', 'muster(a)abc.biz', 'muster(a)abc.biz', NULL, 'Chris', '1', 'abc.biz', 'D', '21' '307884', 'muster(a)567.com', 'muster(a)567.com', NULL, 'Franziska', '1', ' 567890abc.de', 'E', '21' '307886', 'muster(a)alpha-xyz.de', 'muster(a)alpha-xyz.de', NULL, NULL, '1', ' musterurl.de', 'E', '21' '307887', 'kontakt(a)alpha-xyz.de', 'kontakt(a)alpha-xyz.de', NULL, NULL, '1', ' musterurl.de', 'E', '21' '307888', 'kontakt(a)alpha-xyz.de', 'kontakt(a)alpha-xyz.de', NULL, NULL, '1', ' musterurl-outlet.de', 'E', '21' The config looks like this (extract): $Self->{CustomerUser2} = { Name => 'ShopDB', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN => 'DBI:mysql:database=otrs_customer_bla;host=localhost', User => 'isnich', Password => 'denkste', Table => 'customer', SourceCharset => 'utf-8', DestCharset => 'utf-8', CaseSensitive => 0, }, # customer unique id CustomerKey => 'id', # customer # CustomerID => 'id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name','shop', 'oracleid', 'email'], CustomerUserSearchFields => ['id', 'last_name', 'email', 'shop', 'oracleid', 'akquiseid'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['title','first_name','last_name'], CustomerUserEmailUniqCheck => 1, # # show not own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries CustomerCompanySupport => 0, CacheTTL => 3600, # # just a read only source ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target [ 'Shop', 'Shop', 'shop', 1, 0, 'var', '$Data{"ShopURL"}', 1 , "_blank"], [ 'ShopCluster', 'Shop-Cluster', 'cluster', 1, 1, 'var', '', 1 ], [ 'UserTechAccountManager','Tech Account Manager','tech_account_manager', 1, 0, 'var', '', 1 ], [ 'UserAccountManager', 'Account Manager','account_manager', 1, 0, 'var', '', 1 ], [ 'UserSalesManager', 'Sales Manager','sales_manager', 1, 0, 'var', '', 1 ], [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 1 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 1 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 1 ], [ 'UserLogin', 'Username', 'login', 0, 1, 'var', '', 1 ], # [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 1 ], [ 'ShopFax', 'Shop-Fax', 'shop_fax', 0, 0, 'var', '', 1 ], [ 'UserMobile', 'Mobile', 'mobile', 0, 0, 'var', '', 1 ], [ 'UserStreet', 'Street', 'street', 0, 0, 'var', '', 1 ], [ 'UserZip', 'Zip', 'zip', 0, 0, 'var', '', 1 ], [ 'UserCity', 'City', 'city', 0, 0, 'var', '', 1 ], [ 'UserCountry', 'Country', 'country', 0, 0, 'var', '', 1 ], [ 'UserComment', 'Comment', 'comments', 0, 0, 'var', '', 1 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 1 ], [ 'UserRole', 'Rolle', 'role', 1, 0, 'var', '', 1 ], ], # default selections Selections => { # UserTitle => { # 'Mr.' => 'Mr.', # 'Mrs.' => 'Mrs.', # }, }, }; So I need a way that on incoming mails the customer is identified (by mail address) but with the unique id as primary key and not the mail address. We use OTRS 3.3.6. Thanks, Stephan

1 0

Use of templates
by Ralf Hildebrandt 11 Apr '16

11 Apr '16

We're having a lot of templates for answers and the like. Is there any way of finding out how often a template was actively used by the agents? -- 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

4 4

Re: [otrs] Customer Notification after a ticket external note (Andre Cavalcante)
by Placide Lysias NJAMI 08 Apr '16

08 Apr '16

Dear Andre, Regarding the external-note, when an agent create a note : 1. He has to select the --Note type-- : "external-note" or "internal-note" 2. He can also select "Linked Persons" to receive the note : "Customer" or/and "Agents" In your case, select "external-note" + " Customer" as 'Note type' and 'Linked Persons' to fix the issue. Confirm if it is for you ! Best Regards / Cordialement ----- Placide NJAMI Email: p.njami(a)gelgh.com -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : vendredi 8 avril 2016 12:00 À : otrs(a)otrs.org Objet : otrs Digest, Vol 91, Issue 7 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: 5.0.9 upgrade issue (Udo Bretz) 2. How to translate a message in Kernel/System/*.pm (?r Bal?zs) 3. Re: Customer Notification after a ticket external note (Andr? Cavalcante) ---------------------------------------------------------------------- Message: 1 Date: Thu, 7 Apr 2016 18:52:27 +0200 From: Udo Bretz <udo.bretz(a)otrs.com> Subject: Re: [otrs] 5.0.9 upgrade issue To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <5706904B.2050901(a)otrs.com> Content-Type: text/plain; charset=windows-1252 Hello, here is the bug report for this problem: http://bugs.otrs.org/show_bug.cgi?id=11989 There wil be a new OTRS::ITSM 5.0.10 which will be released next week. Thanks, and best regards, Udo On 06.04.16 13:02, BIRO Zoltan wrote: > Hi Udo, > > Thanks for your reply...let me try and inform you! > Cheers! > Zoltan > ------------------------------ Message: 2 Date: Thu, 7 Apr 2016 23:13:37 +0200 From: ?r Bal?zs <urbalazs(a)gmail.com> Subject: [otrs] How to translate a message in Kernel/System/*.pm To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAAcT46UmANQ+74OZZzcT+KyD=aZn4oFaCz8wN2M20nvcnou2mA(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hi, I imported a process named "Egyedi megrendel?s", and this notification appeared (see attached picture): "Process Egyedi megrendel?s and all its data has been imported successfully." This string is located here: https://github.com/OTRS/otrs/blob/master/Kernel/System/ProcessManagement/DB/ Process.pm#L1764-L1766 Martin Gruner explained, why can not translate these kind of strings in backends: https://github.com/OTRS/otrs/pull/1037#issuecomment-198247289 If a string has no parameter, Translatable() can mark it for translation, and somewhere else in the .tt files will be translated. But what about if a string has a parameter? Neither Translatable(), nor $LanguageObject can not be used in backend files. How to translate this kind of strings? Regards, Bal?zs

1 0

Customer Notification after a ticket external note
by Rose Dowson 07 Apr '16

07 Apr '16

HI, I want that my OTRS server send a notification to the customer when the agent create an external-note on his ticket? I can see that the message from agent is reaching the customer console but I need to have an automated-mail to the customer's mail every time an external-note is sent by the agent to the customer. Do you have any ideas about this ? Best regards,

2 1

5.0.9 upgrade issue
by BIRO Zoltan 07 Apr '16

07 Apr '16

Dear All, I tried to update our OTRS system from 5.0.7 to 5.0.9. Helpdesk upgrade looks fine. When I upgrade the ITSM bundle package it's started up and finished the upgrade process and shows the following in package manager: FAQ 5.0.2 OTRS AG The FAQ/knowledge base. installed Uninstall Reinstall GeneralCatalog 5.0.9 OTRS AG The General Catalog package. installed Uninstall ImportExport 5.0.9 OTRS AG The ImportExport package. installed Uninstall ITSM 5.0.9 OTRS AG The OTRS::ITSM bundle package. installed Uninstall ITSMChangeManagement 5.0.7 OTRS AG The OTRS::ITSM Change Management package. installed Uninstall Reinstall ITSMConfigurationManagement 5.0.7 OTRS AG The OTRS::ITSM Configuration Management package. installed Uninstall Reinstall ITSMCore 5.0.7 OTRS AG The OTRS::ITSM Core package. installed Uninstall Reinstall ITSMIncidentProblemManagement 5.0.7 OTRS AG The OTRS::ITSM Incident and Problem Management package. installed Uninstall Reinstall ITSMServiceLevelManagement 5.0.7 OTRS AG The OTRS::ITSM Service Level Management package. installed Uninstall Reinstall SystemMonitoring 5.0.1 OTRS AG Basic mail interface to System Monitoring Suites. Al... installed Uninstall Reinstall Is there any reason why is it shows the 5.0.7 versions for ITSM packages? And all of these packages are red in Package Manager and no upgrade option to 5.0.9. Anyway, I tried the version 4.0.14 to 5.0.9 and the result is almost the same. GeneralCatalog,ImportExport and ITSM bundle 5.0.9 and the rests are 4.0.14. If I uninstall all the 5.0.7 packages and install the 5.0.9 is it causes any kind of lost of data? Cheers! Zoltan

3 4

Include Ticket Menu Action in ACL change settings
by Juan Manuel Clavero Almirón 06 Apr '16

06 Apr '16

Hi all, I'd be interested in setting an ACL to restrict the possible queues in which a ticket can be marked as Spam. As I understand the ACL section of the admin manual, I'd have to add the AgentTicketMove action in the PossibleNot change section, but this would also prevent a normal move, although I haven't tried it yet. Is it possible to restrict a ticket menu action, not the module that will do the action? Kind regards, Juan Clavero

1 0

Moving tickets into queues with only MOVE_INTO permission not working?
by Johan Ho 06 Apr '16

06 Apr '16

Hello, in our OTRS-system, we have some limited access users who are not given full access to all queues. But they should be able to create or move tickets into these queues. In the newest version of OTRS (5.0.8) they can no longer move tickets into a restricted queue (when they only have MOVE_INTO and CREATE permission for that queue). Creating tickets worked fine though. After testing a bit more it looks like if I enable RO permission too, then it works. But that is what we want to avoid, because that queue is supposed to have restricted access. I am not sure what version of OTRS this started being a problem, but according to the user who discovered this, it used to work before. Is this a bug in newer releases of OTRS? Johan Ho

2 2

CustomerTicketProcess-based ACL
by Saunders, Eric 05 Apr '16

05 Apr '16

In the first Activity of one of my Processes I have an Activity Dialog that includes CustomerID, Priority and a few other dynamic fields. I am trying to restrict the value of one of these dynamic dropdown fields as follows: --- - ChangeBy: *** ChangeTime: *** Comment: '' ConfigChange: Possible: Ticket: DynamicField_SubmittedBy: - Customer ConfigMatch: Properties: Frontend: Action: - CustomerTicketProcess CreateBy: *** CreateTime: *** Description: For CustomerTicketProcess Action, limit options for Submitted by dropdown. ID: *** Name: ALL-Processes-CustomerTicketProcess-Possible-SubmittedBy StopAfterMatch: 0 ValidID: '1' When I first open the Dialog in the Customer UI everything works as expected. "Customer" is the only possible value for the "Submitted by" dropdown. However, if I enter a value for CustomerID, or change the value of Priority, or another dynamic dropdown field, all values for "Submitted by" become available. I have other ACLs restricting dynamic dropdown field values that work fine, the issue seems to be with using the CustomerTicketProcess Action as a match property. I've also confirmed the same problem behavior with AgentTicketProcess.

1 0

GenericInterface WebServices - HTTP::REST transport
by Nick Bright 04 Apr '16

04 Apr '16

Greetings, I have an older installation of OTRS v3, attempting to use a REST transport for a Web Services provider. Looking at https://otrs.github.io/doc/manual/admin/3.2/en/html/genericinterface.html this appears to be possible, as REST is clearly listed in the Network Transport segment of the diagram. However, when configuring a Web Service, the REST transport isn't available. On the filesystem under Kernel/GenericInterface/Transport/HTTP/ there is a REST.pm file, which seems to also indicate that it should be supported. The issue seems to be that in SysConfig under GenericInterface::Transport::ModuleRegistration I only have SOAP and Test. I've been searching for a way to try to register the REST module, but I haven't been able to find it. Do I simply need to copy the HTTP::SOAP configuration and change it to say REST, or is there a script/command to actually "Register" the module? 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 - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

1 1

Auto reply not working for Postmaster address
by Mikey van der Worp 04 Apr '16

04 Apr '16

Hi All, We are currently using OTRS latest version. One of our customers is using an e-mail postmaster(a)domain.ltd<mailto:postmaster@domain.ltd>, but does not receive the automatic reply with the ticket number. How can I fix this? There are no automatic rules designed by me to block this. Thanks in advance, Mikey van der Worp -- Mikey van der Worp<https://www.linkedin.com/profile/view?id=182619557> System Engineer Utelisys Communications B.V. Trinity Buildings Tower A, 7th floor Pietersbergweg 15 1105 BM Amsterdam M +31 (0) 62 942 2052 T +31 (0) 20 561 8010 F +31 (0) 20 561 8021 LinkedIn<https://www.linkedin.com/company/utelisys-communications-b.v./> - Facebook<https://www.facebook.com/utelisyscommunications> <http://www.utelisys.com/>www.utelisys.com<http://www.utelisys.com> – <https://www.utelisys.com/> https://www.utelisys.com/

2 1

Error while sending emails via OTRS
by Muhammad El-Sergani 04 Apr '16

04 Apr '16

Hello Everyone, We have OTRS 3.3.5 running over CentOS release 6.5 server, the system was running smoothly for a long time, but suddenly we are not able to send emails. We are getting the below error: Error Message: Impossible to send message to: msergani(a)gmail.com . Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Thu Mar 31 14:41:11 2016 Message: Impossible to send message to: akamel(a)sygmatel.com . RemoteAddress: x.x.x.x RequestURI: /otrs/index.pl Traceback (2056): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.3.5) Line: 2083 Module: Kernel::Modules::AgentTicketEmail::Run (OTRS 3.3.5) Line: 1291 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.5) Line: 871 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_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 We are using Google Apps as our mail server with the below setup: SendmailModule == SMTPTLS SendmailModule::Host == smtp.gmail.com SendmailModule::Port == 465 We can ping, traceroute and telnet "smtp.gmail.com without any issues. Please let us know your thoughts. Thanks //M

1 0

confused by column filters
by Juan Manuel Clavero Almirón 01 Apr '16

01 Apr '16

Hi all, I am slightly confused by the behaviour of some column filters in the TickerOverviewSmall outputs. By default, all column filters throw an AJAX request to get the list of possible values of the column between those of the tickets listed. But then Owner and Customer filter aparently ignore this list and show instead a user search. - What's the purpose of this behaviour? - Is there any config option to use the returned list and avoid this user search? Kind regards, Juan Clavero

1 0

Fetchmail error
by Davi Albergaria 31 Mar '16

31 Mar '16

Hi, I reported the error "error on the Scheduler Daemon: Fethmail"- http://bugs.otrs.org/show_bug.cgi?id=11951 <http://www.microsofttranslator.com/bv.aspx?from=&to=en&a=http://bugs.otrs.o…> . The error is constant being very critical because it compromises the use. -- Atenciosamente, Davi Albergaria

3 10

How to translate ticket number generator module names
by Úr Balázs 30 Mar '16

30 Mar '16

Hi, I was wondering how to translate ticket number generator module names in the admin interface. There is a Sysconfig option in the Kernel/Config/Files/Ticket.xml at around line 226: <Setting> <Option Location="Kernel/System/Ticket/Number/*.pm" SelectedID="Kernel::System::Ticket::Number::DateChecksum"></Option> </Setting> I think, this option values comes from the file names, which are in the Kernel/System/Ticket/Number/ folder. The problem is, that there are module name which have transtation entries in the language file, so they will be traslated in the admin interface (e. g. "AutoIncrement" or "Date"). The others have no translation entries, so they aren't translated (e. g. "DateChecksum" or "Random"). This causes strange drop-down menu options: some module names are traslated, and the others are not (see attached picture). What would be the best way to translated the missing names? 1.) Put the traslation into the xx_Custom.pm file in Kernel/Language 2.) Add a dummy string somewhere in the module, e. g. my $ModuleName = Translatable( 'DateChecksum' ); 3.) Any other idea? Regards, Balázs Úr OTRS-megoldások www.otrs-megoldasok.hu

2 1

Changing Customer Company ID not working
by Finetti, Stefano 30 Mar '16

30 Mar '16

Hi, According to the CustomerCompanyUpdate function in System/CustomerCompany.pm, if the actual CustomerID and the new CustomerID are specified as CustomerID and CustomerCompanyID, the function should update the customerID without having to create a new company and then move all customer users to from the old to the new company. I've tried to change the code from the Admin Customer Company interface, and it fires a 500 Internal Server Error (log show "no such company XXXXXX"). So I created a custom script that calls the CustomerCompanyUpdate function with both IDs, and it still gives an error "no such company XXXX" This is how I call the function inside my script: $CustomerObject->CustomerCompanyUpdate( CustomerCompanyID => $CustomerCompanyList{CustomerID}, CustomerID => $Company->{CustomerCode}, CustomerCompanyName => $Company->{CustomerName}, PaymentsID => $CustomerCompanyList{PaymentsID}, CustomerTypeID => $CustomerCompanyList{CustomerTypeID}, CustomerCompanySystemID => $CustomerCompanyList{CustomerCompanySystemID}, CustomerCompanyCodeID => $CustomerCompanyList{CustomerCompanyCodeID}, CustomerCompanyStreet => $CustomerCompanyList{CustomerCompanyStreet}, CustomerCompanyZIP => $CustomerCompanyList{CustomerCompanyZIP}, CustomerCompanyCity => $CustomerCompanyList{CustomerCompanyCity}, CustomerCompanyCountry => $CustomerCompanyList{CustomerCompanyCountry}, CustomerCompanyURL => $CustomerCompanyList{CustomerCompanyURL}, CustomerCompanyComment => $CustomerCompanyList{CustomerCompanyComment}, CustomerCompanyParentCustID => $Company->{DealerCode}, CustomerCompanyParentCompName => $Company->{DealerName}, ValidID => 1, UserID => 1, ); obviously, variables on the right side have been correctly populated with the right values, I checked them with Dumper I know that there is a setting in SysConfig to work with this feature, but I couldn't figure out how to configure it correctly. I'll be very grateful for any hint on this one. -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* 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.

1 0

Default value for Ticket::Frontend::AgentTicketSearch###Defaults###SearchInArchive
by Patrick Banholzer 29 Mar '16

29 Mar '16

Hi all, My OTRS doesn't behave like documented. In documentation it says, that the default setting for a new search is to only search "not archived" tickets. In my system it defaults to "all tickets". I wanted to change this behavior to search only "not archived" tickets. But I can't find the value to use in "Ticket::Frontend::AgentTicketSearch###Defaults###SearchInArchive". Does it depend on the localization of OTRS? My installation is in German. As workaround I set the default search criteria to only search the last 1 year, but in this setup people keep searching full-text through a lot of tickets. Which leads to high load on the server and bad experience for the rest of the users. Thanks in advance Patrick -- Steinbeis Transferzentrum Softwaretechnik Patrick Banholzer www.stz-softwaretechnik.de Entennest 2 73730 Esslingen 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

2 1

Error after 5.0.6 to 5.0.8 update
by Vander Ploeg, Daniel B 29 Mar '16

29 Mar '16

After upgrading from 5.0.6 to 5.0.8, I receive an Internal Server Error when attempting to load the Package Manager page. The error that shows up in the Apache log is: Undefined subroutine &Kernel::Modules::AdminPackageManager::Translatable called at /opt/otrs//Kernel/Modules/AdminPackageManager.pm line 1357.\n Any suggestions on how to fix this? Thanks, Dan

2 1

Keep html tags when answer or forward ticket
by Aidar Kamalov 25 Mar '16

25 Mar '16

Hello, Is it possible to keep html tags (table) when I answer or forward ticket? -- Aydar A. Kamalov

1 0

Ticket delete in OTRS 4 and OTRS 5
by Úr Balázs 23 Mar '16

23 Mar '16

Hi, There is a command line tool in OTRS 4 for deleting tickets: otrs.TicketDelete.pl - delete tickets by number. Copyright (C) 2001-2016 OTRS AG, http://otrs.com/ Usage: otrs.TicketDelete.pl [options] Options are as follows: --help display this option help --TicketNumber no1 no2 no3 delete listed tickets (by ticket number) --TicketID no1 no2 no3 delete listed tickets (by ticket id) $ perl otrs.TicketDelete.pl --TicketNumber 2015120616000016 2016020116000015 Deleting specified tickets... 2 tickets have been deleted. In OTRS 5 there is also a command line tool to delete tickets: perl otrs.Console.pl Maint::Ticket::Delete --help Delete one or more tickets. Usage: otrs.Console.pl Maint::Ticket::Delete [--ticket-number ...(+)] [--ticket-id ...(+)] Options: [--ticket-number ...(+)] - Specify one or more ticket numbers of tickets to be deleted. [--ticket-id ...(+)] - Specify one or more ticket ids of tickets to be deleted. [--help] - Display help for this command. [--no-ansi] - Do not perform ANSI terminal output coloring. [--quiet] - Suppress informative output, only retain error messages. This is not work: perl otrs.Console.pl Maint::Ticket::Delete --ticket-number 2016032344000018 2016022644000041 Error: found unknown arguments on the command line ('2016022644000041'). But this works: perl otrs.Console.pl Maint::Ticket::Delete --ticket-number 2016032344000018 --ticket-number 2016022644000041 Deleting tickets... 8 5 2 tickets have been deleted. Why is it neccessary to set --ticket-number several times? Why doesn't work with a list of ticket numbers separated by space or something other separator? Regards, Balázs

2 1

Core.AJAX.FormUpdate problem
by Finetti, Stefano 23 Mar '16

23 Mar '16

Hi, I'm trying to use some of the advanced features of Json/Ajax on OTRS 5. Basically I'd like to update the content of a form when changing the value of an element of the same form, like when you select a queue in a new ticket creation form. My code is here: [% WRAPPER JSOnDocumentComplete %] <script type="text/javascript">//<![CDATA[ $('#SystemSelection').bind('change', function (Event) { Core.AJAX.FormUpdate($('#AS400Company'), 'AJAXUpdate', 'SystemSelection', [ 'CompanySelection' ] ); } ); //]]></script> [% END %] where SystemSelection is the select control in the template, AJAXUpdate is the subaction i created in the .pm file and CompanySelection is the control that should be updated (I need to launch a db query using the value obtained from SystemSelection as a WHERE condition to get values to populate the CompanySelection control). Now, every time I try to use that selection, I get this: [ERROR] CommunicationError: Error during AJAX communication. Status: parsererror, Error: SyntaxError: JSON.parse: unexpected character at line 1 column 1 of the JSON data The perl module is never recalled with the new subaction. If I remove the Formupdate function and put a stupid window.alert box with the SystemSelection.value, I get the right value. I don't think it's something in the .pm file, since I've also tried to completely remove ANY Json code from the file and just see if the subaction is called, and it isn't. Any hint? -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* 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.

1 1

Sending notification to multiple email address
by Darshak Modi 22 Mar '16

22 Mar '16

Hello, I want to send ticket notification to customer but on multiple email ids. One is his email id, another is used for sms. I tried keeping 2 email ids in Email details of customer creation, It sends email but the customer can see to: id as both email addresses. I am using email2sms so I don't want both ids to be visible in to: fields , when customer receives the email. Is there any other way to send sms notification to customer on their ticket creation/change? --

1 0

GenericTicketConnector ignoring "<ContentSearch>OR</ContentSearch>" in full text search,
by Erwin Sterrenburg 21 Mar '16

21 Mar '16

Hello, When using the GenericTicketConnector's ticket search functionality, it appears as if the "OR" setting for ContentSearch is not being honored. For instance, a SOAP request of the following nature: <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns="http://www.otrs.org/TicketConnector/"> <soapenv:Header/> <soapenv:Body> <TicketSearch> <UserLogin>username</UserLogin> <Password>password</Password> <Body>test</Body> <Subject>test</Subject> <ContentSearch>OR</ContentSearch> </TicketSearch> </soapenv:Body> </soapenv:Envelope> Only returns the tickets which have the string "test" both in their body AND in their subject. See https://github.com/ewsterrenburg/python-otrs/issues/10 for more details on tests performed. I have tested this against OTRS 4.0.15. I don't know what version Jonas Friedmann has used for his test. * Is this a bug indeed or am I doing something wrong accessing the GenericTicketConnector? * Is this a known issue (at least I am not able to find it on http://bugs.otrs.org )? * If not, would I be able to report a bug or is http://bugs.otrs.org strictly moderated? Thanks in advance, Erwin Sterrenburg This email and any attachments are intended solely for the use of the addressee(s); disclosure or copying by others than the intended person(s) is strictly prohibited. If you have received this email in error, please treat this email as confidential, notify the sender and delete all copies of the email immediately

1 0

Ticket type translation not working anymore on OTRS5
by Finetti, Stefano 21 Mar '16

21 Mar '16

Hi, On OTRS 4, even if it wasn't officially supported, there was a way to translate ticket types modifying the file AgentTicketPhone.tt (for Phone tickets) adding a "Translate" around Data.Strg. On OTRS 5, the same modification (I have the AgentTicketPhone.tt file in Custom/Kernel/Output/HTML/Templates/Standard as it is expected to be), seems to have no effect at all. My translation file is still there, and it works for any other customization except this one. -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* 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.

1 0

Customer name tag on Closed ticket notification
by Placide Lysias NJAMI 21 Mar '16

21 Mar '16

Hello, We have a problem with the "Closed Ticket" notification. Below is what we have in our config : Hello <OTRS_NOTIFICATION_RECIPIENT_UserFirstname>, A Ticket from <OTRS_CUSTOMER_REALNAME> regarding "<OTRS_TICKET_Title>" has been closed ! ----------------------------- Related Incident : Subject: " <OTRS_CUSTOMER_SUBJECT[30]> " From: <OTRS_TICKET_CustomerUserID> Ticket Status: <OTRS_TICKET_State> Ticket Responsible: <OTRS_TICKET_RESPONSIBLE_UserFirstname> <OTRS_TICKET_RESPONSIBLE_UserLastname> ------------------------------ Please don't reply to this message unless for some reason you do not feel this ticket needs to be closed. But when and agent receive this notification, The customer name did not appear. Which tag shall we use to make the "Customer name" appear? See below what an agent used to receive: Hello Placide, A Ticket from regarding "" has been closed ! ----------------------------- Related Incident : Subject: " No Subject " From: - Ticket Status: closed successful Ticket Responsible: Edmund OPPONG OFORI ------------------------------ Please don't reply to this message unless for some reason you do not feel this ticket needs to be closed. Regards,

1 0

OTRS Special Characters
by John O'Neill 18 Mar '16

18 Mar '16

Hi We have OTRS 5 in place at the moment, all is working well except for when we receive emails in from certain users who have the following footer in their emails *Kind Regards / Mit **freundlichen Grüßen / **Freundliche **Grüße** / **Saludos cordiales / **Saygılarımla / **Cordialement* Were working on the assumption that the issue has something to do with the character set, our database is working in UTF8, with the following settings in my.cnf [client] default-character-set=utf8 [mysqld] character-set-server=utf8 The show variables statement shows the following SHOW VARIABLES LIKE "character_set_%"; +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | utf8 | | character_set_connection | utf8 | | character_set_database | utf8 | | character_set_filesystem | binary | | character_set_results | utf8 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | +--------------------------+----------------------------+ So it seems that everything is set to be UTF8 and as such should be able to handle the different character sets. Every time we get a mail in with the special characters we get the following error "There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: [Thu Feb 11 22:24:12 2016] otrs.Daemon.pl: DBD::mysql::db do failed: Incorrect string value: '\xC4\xB1lar\xC4...' for column 'a_body' at row 1 at /opt/otrs/Kernel/System/DB.pm line 449." I have run out of ideas now and was wondering if anyone might be able to suggest where I could go next, we are running otrs 5.0.3-01 on CentOS release 6.7 (Final) Many thanks, John

4 3

OTRS 5 - Agent Queue small view - how to make subject equal to medium view?
by Edson Richter 16 Mar '16

16 Mar '16

Dear friends, Can you help me getting the "subject" shown in Small view to be the same Article Title as shown in Medium view? I mean, in Medium View I see the "Article title" instead the last subject from customer's feedback. Seems that "small" view shows the latest message subject (and has no option for the Article title), whereas our help desk team would prefer to use the Article Title. I suspect that I'll have to change some template, but I'm not sure where and how. Thanks in advance, -- Atenciosamente, Edson Carlos Ericksson Richter

1 0

Layout strange behavior in output
by Finetti, Stefano 16 Mar '16

16 Mar '16

Hello everyone, I must confess I'm a bit lost with something that never happened before with other customizations I've done in OTRS. I'm trying to create a module for OTRS 4 to help my colleagues work with our AS400 systems. Nothing very strange, just a new menu to be used to check various informations about the systems. I'm not completely new to OTRS customizations, and I've managed to create some custom module using LayoutObject, DBObject and so. This is not a code problem, or at least, not an easy one to spot. When I access the page I created, I got the output correctly formatted from the query I run on an external DB, and, - and this is the problem - a long string just below the navigation menu containing a sequence of numbers, that I've identified with the number of records that my queries get. The absolutely strange thing is that I didn't put ANY print, echo or something like that in the code, and that all the output is directed through LayoutObject->Block with name and data. The template files has the correct names for RenderBlockStart and Stop and [% Data.Variables | html %] Section. In fact, inside the RenderBlocks all the output is fine. Since it's quite difficult even to explain the problem, I made a screenshot of what I'm talking about. [image: Immagine incorporata 1] I've filtered out the output for privacy, but here is the strange output just below "Dashboard". I'm not using any customized layout (i.e. no files in Output/HTML/, only .tt files in Output/HTML/Standard/). This has been haunting me for days now, without any luck. -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* 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.

2 3

Statistics - Reopened Tickets
by DHilsbos＠performair.com 15 Mar '16

15 Mar '16

All; In the statistics function of OTRS is it possible to get a list of the tickets that were re-opened within some time period? Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc.

1 0

Address book
by claude 15 Mar '16

15 Mar '16

Hi, Can I create a address book with external address ? Frequently I have to send messages to the same emails addresses. Thanks and regards Claude

2 2

Can't cache: StatID 14
by Lindley, Lars 14 Mar '16

14 Mar '16

Hi all, My syslog keeps getting these two messages once every hour. Mon Mar 14 13:05:17 2016 error OTRS-otrs.Console.pl-Maint::Stats::Dashboard::Generate-62 There was an error executing Execute() in Kernel::System::Console::Command::Maint::Stats::Dashboard::Generate: ERROR: OTRS-otrs.Console.pl-Maint::Stats::Dashboard::Generate-62 Perl: 5.10.1 OS: linux Time: Mon Mar 14 13:05:17 2016 Mon Mar 14 13:05:17 2016 error OTRS-otrs.Console.pl-Maint::Stats::Dashboard::Generate-62 Can't cache: StatID 14 has no time period, so you can't cache the stat! I'm using OTRS 5 update 7 but we also got similar messages before updating from 3.3.8. (then it was sent from cron, now the daemon) I can't find what this StatID 14 is. Can anyone share some insight? Regards, Lars

1 0

FW: OTRS Scheduler Daemon Cron: MailAccountFetch
by DHilsbos＠performair.com 11 Mar '16

11 Mar '16

All; I'm receiving several of the below emails every day. From: Dominic Hilsbos Sent: Tuesday, March 08, 2016 7:13 PM To: Dominic Hilsbos Subject: Undeliverable: OTRS Scheduler Daemon Cron: MailAccountFetch <Local Exchange Server> rejected your message to the following e-mail addresses: root@localhost <Local Exchange Server> gave this error: Hop count exceeded - possible mail loop A problem occurred during the delivery of this message. Please try to resend the message later. If the problem continues, contact your helpdesk. Diagnostic information for administrators: Generating server: performair.com root@localhost <Local Exchange Server> #554 5.4.6 Hop count exceeded - possible mail loop ## Original message headers: <Lots of headers deleted> Received: from otrs.performair.com (<OTRS Local IP Address>) by <Local Exchange Server> (192.168.150.22) with Microsoft SMTP Server id 14.3.248.2; Tue, 8 Mar 2016 18:10:42 -0700 Content-Type: text/plain; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: quoted-printable MIME-Version: 1.0 Subject: OTRS Scheduler Daemon Cron: MailAccountFetch X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (5.0.5) Date: Tue, 8 Mar 2016 18:10:46 -0700 Message-ID: <1457485846.16460.3115273592(a)otrs.performair.com> To: <root@localhost> Organization: McGown Enterprises From: OTRS Notifications <otrs(a)otrs.performair.com> Return-Path: otrs(a)otrs.performair.com X-TM-AS-Product-Ver: SMEX-11.1.0.1239-7.500.1018-22178.006 X-TM-AS-Result: No--0.464500-5.000000-31 X-TM-AS-User-Approved-Sender: No X-TM-AS-User-Blocked-Sender: No How can I configure OTRS to either not send whatever this email is, or to send it correctly (i.e. from a proper email address, and to a proper email address)? This behavior just started a couple days ago, though we've been running OTRS for several months. I upgrade OTRS from 5.0.5 to 5.0.7 last night, but received 4 more of these this morning. Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc.

3 5

FW: {Spam not delivered} Important Tax Information For ROYAL ARABIANS LLC Account Ending In 2808
by DHilsbos＠performair.com 10 Mar '16

10 Mar '16

Please release the below email. Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc. -----Original Message----- From: MailScanner [mailto:itmanager@performair.com] Sent: Thursday, March 10, 2016 6:45 AM To: Dominic Hilsbos Subject: {Spam not delivered} Important Tax Information For ROYAL ARABIANS LLC Account Ending In 2808 Our UCE (spam) detectors have been triggered by a message you received:- From: merchantsupport(a)merchants-help.com Subject: Important Tax Information For ROYAL ARABIANS LLC Account Ending In 2808 Date: Thu Mar 10 13:44:42 2016 This message has not been delivered. The detectors that were triggered are spam, SpamAssassin. The message to you has been detected as spam based on either its contents or the mail server which sent the message to us, or both. We do not accept unsolicited commercial (spam) e-mail and actively work to stop it. If you have any questions about this, or you believe you have received this message in error, please contact the site system administrators. Your system administrators will need the following information: Server name: Mailborder (mail02.mcgown.enterprises) Message id: 6AAE940440.A4481 Date code: 20160310 -- MailScanner Email Virus Scanner Mailborder Systems www.mailborder.com

1 1

Multiple customer company backends
by Finetti, Stefano 10 Mar '16

10 Mar '16

Hi, I know that OTRS supports mutiple backends for Customer Users (mapping them on Config.pm). Is this valid also for Customer Company? So to speak, can I put into Config.pm $Self->{CustomerCompany} = { Params => { ...... and $Self->{CustomerCompany*1*} = { Params => { ..... etc. etc.? Thanks -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* 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.

2 4

Modify Ticket Close State
by DHilsbos＠performair.com 09 Mar '16

09 Mar '16

All; I had a technician close a ticket with a state of "closed unsuccessful," when in fact it should have been "closed successful." Where can I go in the tables to change that? Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc.

3 4

CUSTOMER LOGIN PAGE
by André Cavalcante 09 Mar '16

09 Mar '16

Hi there, Can I write a message on the CUSTOMER LOGIN page? Please see the attached image. -- *André Luiz C. e Cavalcante*

3 2

Disable display of non valid customers in Customer Information Search
by Finetti, Stefano 07 Mar '16

07 Mar '16

Hi, I'm trying to figure out how to avoid that non-valid customers are displayed when searching through Customer Information Center modal window. Even If I set a customer as non valid, it will show up in search window, which is something that shouldn't happen, because it leads to confusion of the agents. However, I didn't find any specific configuration voice in Sysconfig, so I guess I'll have to customize AgentCustomerInformationCenterSearch.pm file, am I wrong? -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* 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.

1 0

ZoomTimeline OTRSBusiness feature
by Juan Manuel Clavero Almirón 02 Mar '16

02 Mar '16

Hi all, just out of curiosity, what is the ZoomTimeline OTRSBusiness feature? I've seen references in the code but none in the otrs solutions page. Kind regards, Juan Clavero

2 1

Modules and Config.pm
by Finetti, Stefano 26 Feb '16

26 Feb '16

Hi, I was just reading (again) OTRS Developer Manual and Api References, and it struck me that from OTRS 4 (i promise, I never realized it before), there is no mention of Kernel/Config.pm file anymore. Given the fact that If I remove the Config.pm file I'm pretty sure nothing will work anymore, I was wondering why any word about that file just disappeared from Developers manual. I understand that there is still mention of it in the Admin manual, so it HAS to be used in OTRS configuration. The fact is that there is no documentation as if this file can be somewhat modified with an external module, and I'm a bit dubious about this possibility. I'm writing a custom module that adds two widgets to the Customer Information Center company overview. That part is the easiest, and it works flawlessly reading the custom database tables and so. BUT. In order to store those specific informations for a specific customer, I had to edit the customer_company table adding some fields at the end. The problem is that if I don't edit the Config.pm files, adding those field in the Customer Company Array, there is no way to show them in the Company creation form. I'm open to suggestions: do you think it would be better to avoid tampering with the customer_company table and create a new, dedicated table with company_id, my_module_id, thus changing only the template files in order to read and save my module data? -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* 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.

1 0

Is it possible to change OTRS's default behaviour of locking a ticket when agent sends an email?
by Stanford, Philip N. 25 Feb '16

25 Feb '16

Hi We've been discussing some changes in our help-desk workflow which we may want to implement as part of a forthcoming move to OTRS 5, from 3.0 The normal OTRS behaviour for a ticket created from an incoming mail is for it to remain 'new' and 'unlocked' until an agent replies to the customer. At that stage, the ticket becomes 'open' and 'locked', and the owner is changed to the current agent who has replied. For reasons that may possibly make sense for us, we're wondering if there's any way to disable that default behaviour, so that tickets will remain in a 'new', 'unlocked' state until specifically assigned an owner. Is this something that's possible? I have had a search in SysConfig options for 5.0 but can't see anything that seemed relevant. Regards 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. ________________________________

2 3

Ticket Type translations
by Finetti, Stefano 23 Feb '16

23 Feb '16

Hi everyone, I know that until recently custom ticket types where not automatically translated using the custom language files. Since my OTRS (I've not had the chance to upgrade to 5 yet) is starting to have agents from different countries, I need somehow to translate ticket types because lots of people that will use the system doesn't know foreign languages. I tried to modify the AgentTicketPhone.pm file in order to see if I could obtain a translation of a ticket type after I added it to my xx_Custom.pm (where xx is my language code), but so far, no luck. I didn't find any useful hint on the Developer Manual, and the last post I found googling the list is about OTRS 3.2 with the old templating system so I'm quite at loss in finding a viable solution. Any hint towards the right direction will be greatly appreciated. Thanks a lot -- Stefano -- 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.

2 3

DynamicFieldRemoteDB Constrictions
by Antonio Reale 22 Feb '16

22 Feb '16

Hi all, I'm trying to use DynamicFieldRemoteDB from c.a.p.e. IT connected to Postgres. I was able to use a constriction object of type Configuration, but I cannot understand how to use constrictions of type Ticket and CustomerUser. What I'm trying to do is to only show results that has /[TableColumn]/ like CustomerID of the user that is opening the ticket. Tried [TableColumn]::CustomerUser::CustomerID::0 or some other combination of [TableColumn]::CustomerUser::???:0 but the constriction sent by OTRS to Postgres is always empty. Can someone provide an example on how to use Ticket or CustomerUser constrictions? Thanks. Regards. Antonio

1 0

Query
by milind.tailor＠mol-ips.com 16 Feb '16

16 Feb '16

Hi, I am unable to send email to system email address, it says message "This address is registered as system address and cannot be used" Kindly help Best Regards Milind Tailor Information Technology MOL-IPS India, Mumbai Centre Work : + 91 22 42478445 Website : http://www.molpower.com

1 0

how to change Display Name for System Address
by Coert 15 Feb '16

15 Feb '16

Hello all, Our company name changed, and now I am trying to change the Display Name on the System Address. So far to no avail. I searched through SysConfig, and cannot find it there. Where do I change it? Is it stored in the database? Thank you in advance, Coert

2 2

Re: [otrs] Outbound email queue
by John Meyer 13 Feb '16

13 Feb '16

Verified. Instead of using SMTPTLS in sendmail settings page, I just used “sendmail”. This now works exactly as expected, which is: 1. All outgoing emails are sent to mail relay via postfix 2. All outgoing emails are logged in /var/log/mail.log 3. If mail relay is inoperable, emails queue via postfix It is still a mystery to me how the mails are being sent when SMTPTLS is in use. Either way, just using the system’s configured MTA is preferable. Thanks anyone who read. -- John From: John Meyer<mailto:John.Meyer@secnap.com> Sent: Friday, February 12, 2016 7:30 PM To: otrs(a)otrs.org<mailto:otrs@otrs.org> Subject: Re: [otrs] Outbound email queue Postfix and I usually get along very well, I'd like to continue using it if at all possible. If I send an email from the command line, such as "echo test | mail email(a)address.com<mailto:%20email@address.com>" that email is sent by postfix and is seen in /var/log/mail.log, however no emails from OTRS are logged here; but they do go through the mail relay. The question is, how is OTRS sending the mail? If I remove the sendmail settings from the OTRS web interface will it then simply send via the configured MTA, Postfix? Thanks, John Meyer ------ Original message------ From: David Boyes Date: Fri, Feb 12, 2016 7:14 PM To: User questions and discussions about OTRS.; Subject:Re: [otrs] Outbound email queue I am using OTRS with SMTPTLS to send all email to an outbound mail relay (postfix) and this is working perfectly. However, I am unable to locate where the logs are being stored. Normally, /var/log/mail, or wherever syslog puts the mail.* entries. See /etc/syslog.conf. Also, if by some chance my outbound relay isn’t operating as expected, OTRS does not appear to be queueing the emails the way I would expect (like postfix does). Working as designed. A MTA does queuing, not the application. What is OTRS using to send mail? Can I make it use postfix? OS is Debian. Consider using something a little less weird than postfix (exim comes to mind) but yes, that's the desired setup. See https://otrs.github.io/doc/manual/admin/3.2/en/html/email-settings.html for details for at least one version.

2 1

Re: [otrs] Outbound email queue
by John Meyer 13 Feb '16

13 Feb '16

Postfix and I usually get along very well, I'd like to continue using it if at all possible. If I send an email from the command line, such as "echo test | mail email(a)address.com<mailto:%20email@address.com>" that email is sent by postfix and is seen in /var/log/mail.log, however no emails from OTRS are logged here; but they do go through the mail relay. The question is, how is OTRS sending the mail? If I remove the sendmail settings from the OTRS web interface will it then simply send via the configured MTA, Postfix? Thanks, John Meyer ------ Original message------ From: David Boyes Date: Fri, Feb 12, 2016 7:14 PM To: User questions and discussions about OTRS.; Subject:Re: [otrs] Outbound email queue I am using OTRS with SMTPTLS to send all email to an outbound mail relay (postfix) and this is working perfectly. However, I am unable to locate where the logs are being stored. Normally, /var/log/mail, or wherever syslog puts the mail.* entries. See /etc/syslog.conf. Also, if by some chance my outbound relay isn’t operating as expected, OTRS does not appear to be queueing the emails the way I would expect (like postfix does). Working as designed. A MTA does queuing, not the application. What is OTRS using to send mail? Can I make it use postfix? OS is Debian. Consider using something a little less weird than postfix (exim comes to mind) but yes, that's the desired setup. See https://otrs.github.io/doc/manual/admin/3.2/en/html/email-settings.html for details for at least one version. ______________________________________________________________________ This email has been scanned and certified safe by SpammerTrap(r). For Information please see http://www.spammertrap.com/ ______________________________________________________________________

2 1

Outbound email queue
by John Meyer 13 Feb '16

13 Feb '16

Hello, I am using OTRS with SMTPTLS to send all email to an outbound mail relay (postfix) and this is working perfectly. However, I am unable to locate where the logs are being stored. Also, if by some chance my outbound relay isn’t operating as expected, OTRS does not appear to be queueing the emails the way I would expect (like postfix does). What is OTRS using to send mail? Can I make it use postfix? OS is Debian. -- John

2 1

OTRS Scheduler Daemon Cron: SpoolMailsReprocess
by Placide Lysias NJAMI 12 Feb '16

12 Feb '16

Dear all, We are experienced the below issue (otrs-itsm 5.0.6) : ------- ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::SpoolMailsReprocess-43 Perl: 5.14.2 OS: linux Time: Fri Feb 12 00:10:18 2016 Message: Could not re-process email /opt/otrs/var/spool/problem-email-ed46fa9fdbf0877f40979bb65948bd06. Traceback (5222): Module: Kernel::System::Console::Command::Maint::PostMaster::SpoolMailsReprocess::Ru n Line: 73 Module: (eval) Line: 436 Module: Kernel::System::Console::BaseCommand::Execute Line: 430 Module: (eval) Line: 147 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 131 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 259 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: /opt/otrs//bin/otrs.Daemon.pl Line: 138 Error: There were problems importing the spool mails. ------------ Regards, Placide

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unsubscribe
by Cai Black 11 Feb '16

11 Feb '16

unsubscribe

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Ticket Notifications
by Nick Lapp 09 Feb '16

09 Feb '16

In version 4 of OTRS we were able to use wildcards in the CustomerID field under Ticket Filter for notifications. All of our customer IDs are prefixed with a building code so we were able to use that to send out notifications to outside emails (non agents) based on specific building. In version 5 those wildcards don't seem to work anymore. It's now an explicit field. Does anyone have any suggestions for making this feature work again? Either code modification or another work around we haven't thought of would be very much appreciated. Thank you! Nick

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OTRS Scheduler Daemon Cron: MailAccountFetch
by Placide Lysias NJAMI 09 Feb '16

09 Feb '16

Dear, Every 10mn we receive a mail with object and body as below. Object : OTRS Scheduler Daemon Cron: MailAccountFetch Body: Error: Unable to register the process in the database. Is another instance still running? You can use --force-pid to override this check. How to fix that? OTRS-ITSM 5.0.6 Regards, Placide

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Authentication using POST variables
by Nick Bright 08 Feb '16

08 Feb '16

All, I'm working on integrating OTRS with a 3rd party system, and I'd like to be able to pull information from OTRS into the 3rd party system for display. Is it possible to load an article from the FAQ which requires authentication (internal article), when authenticating the call using POST variables? I really don't want to use GET variables on the URL because those things get logged - and we all know logging passwords is a Bad Idea(tm). -- ----------------------------------------------- - 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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OTRS Scheduler Daemon Cron: MailAccountFetch
by Placide Lysias NJAMI 08 Feb '16

08 Feb '16

Below the error we received by mail : " Error: Unable to register the process in the database. Is another instance still running? You can use --force-pid to override this check. " Regards, Placide

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Error Console.pl-Maint::PostMaster
by Placide Lysias NJAMI 08 Feb '16

08 Feb '16

ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-43 Perl: 5.14.2 OS: linux Time: Sat Feb 6 22:10:29 2016 Message: POP3S: Can't connect to mail.gelgh.com Traceback (5492): Module: Kernel::System::MailAccount::POP3::Fetch Line: 144 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 94 Module: (eval) Line: 436 Module: Kernel::System::Console::BaseCommand::Execute Line: 430 Module: (eval) Line: 147 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 131 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 259 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: /opt/otrs//bin/otrs.Daemon.pl Line: 138 Regards,

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error AH01797 Upgraded from 4.13 to 5.06
by Gadow, Shawn 05 Feb '16

05 Feb '16

Hi, I upgraded from 4.13 to 5.06 today using the RPM (opensuse) and I am now appearing to have issues with apache. Any help would be greatly appreciated. [Thu Feb 04 15:19:10.969919 2016] [mpm_prefork:notice] [pid 9670] AH00163: Apache/2.4.6 (Linux/SUSE) OpenSSL/1.0.1k mod_perl/2.0.8 Perl/v5.18.1 configured -- resuming normal operations [Thu Feb 04 15:19:10.970056 2016] [core:notice] [pid 9670] AH00094: Command line: '/usr/sbin/httpd2-prefork -f /etc/apache2/httpd.conf -D SYSTEMD -D FOREGROUND' [Thu Feb 04 15:19:17.877274 2016] [access_compat:error] [pid 9688] [client 10.1.10.248:52638] AH01797: client denied by server configuration: /opt/otrs/bin/cgi-bin/index.pl Below is my apache2-httpd.include.conf # -- # added for OTRS (http://otrs.org/) # -- ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" <IfModule mod_perl.c> # Setup environment and preload modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Reload Perl modules when changed on disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload # general mod_perl2 options <Location /otrs> Order allow,deny Allow from all Require all granted # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv <IfModule mod_version.c> <IfVersion < 2.4> Order allow,deny Allow from all </IfVersion> <IfVersion >= 2.4> Require all granted </IfVersion> </IfModule> <IfModule !mod_version.c> Require all granted </IfModule> <IfModule core.c> <IfVersion < 2.4> Order allow,deny Allow from all </IfVersion> <IfVersion >= 2.4> Require all granted </IfVersion> </IfModule> </Location> # mod_perl2 options for GenericInterface <Location /otrs/nph-genericinterface.pl> PerlOptions -ParseHeaders </Location> </IfModule> <Directory "/opt/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes <IfModule mod_version.c> <IfVersion < 2.4> Order allow,deny Allow from all </IfVersion> <IfVersion >= 2.4> Require all granted </IfVersion> </IfModule> <IfModule !mod_version.c> Require all granted </IfModule> <IfModule mod_filter.c> <IfModule mod_deflate.c> AddOutputFilterByType DEFLATE text/html text/javascript application/javascript text/css text/xml application/json text/json </IfModule> </IfModule> </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None <IfModule mod_version.c> <IfVersion < 2.4> Order allow,deny Allow from all </IfVersion> <IfVersion >= 2.4> Require all granted </IfVersion> </IfModule> <IfModule !mod_version.c> Require all granted </IfModule> <IfModule mod_filter.c> <IfModule mod_deflate.c> AddOutputFilterByType DEFLATE text/html text/javascript application/javascript text/css text/xml application/json text/json </IfModule> </IfModule> # Make sure CSS and JS files are read as UTF8 by the browsers. AddCharset UTF-8 .css AddCharset UTF-8 .js # Set explicit mime type for woff fonts since it is relatively new and apache may not know about it. AddType application/font-woff .woff </Directory> <IfModule mod_headers.c> # Cache css-cache for 30 days <Directory "/opt/otrs/var/httpd/htdocs/skins/*/*/css-cache"> <FilesMatch "\.(css|CSS)$"> Header set Cache-Control "max-age=2592000 must-revalidate" </FilesMatch> </Directory> # Cache css thirdparty for 4 hours, including icon fonts <Directory "/opt/otrs/var/httpd/htdocs/skins/*/*/css/thirdparty"> <FilesMatch "\.(css|CSS|woff|svg)$"> Header set Cache-Control "max-age=14400 must-revalidate" </FilesMatch> </Directory> # Cache js-cache for 30 days <Directory "/opt/otrs/var/httpd/htdocs/js/js-cache"> <FilesMatch "\.(js|JS)$"> Header set Cache-Control "max-age=2592000 must-revalidate" </FilesMatch> </Directory> # Cache js thirdparty for 4 hours <Directory "/opt/otrs/var/httpd/htdocs/js/thirdparty/"> <FilesMatch "\.(js|JS)$"> Header set Cache-Control "max-age=14400 must-revalidate" </FilesMatch> </Directory> </IfModule> # Limit the number of requests per child to avoid excessive memory usage MaxRequestsPerChild 4000 Thank you, Shawn

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Help Query
by milind.tailor＠mol-ips.com 05 Feb '16

05 Feb '16

Hi, I want to disable new phone ticket and also phone call outbound, phone call inbound, how can i do it. Also i have created dynamic field is it possible to do alignment of those dynamic, i mean center alignment or one below another or on side. Best Regards Milind Tailor Information Technology MOL-IPS India, Mumbai Centre Work : + 91 22 42478445 Website : http://www.molpower.com

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Re: [otrs] otrs Digest, Vol 89, Issue 4
by Placide Lysias NJAMI 05 Feb '16

05 Feb '16

Dear Folrian, KIX4OTRS has been re-install. Auto reply is working for Customer (New ticket notification, closed ticket notification, etc.). But not for agent. Any agent cant receive a notification Best Regards / Cordialement ----- Placide NJAMI | HEAD OF IT DEPARTMENT GOLDEN EXOTICS LTD GHANA P.O. Box K.I.A. 16105 - ACCRA Email: p.njami(a)gelgh.com -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : jeudi 4 février 2016 21:57 À : otrs(a)otrs.org Objet : otrs Digest, Vol 89, Issue 4 Send otrs mailing list submissions to <mailto:otrs@otrs.org> otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit <http://lists.otrs.org/cgi-bin/listinfo/otrs> http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to <mailto:otrs-request@otrs.org> otrs-request(a)otrs.org You can reach the person managing the list at <mailto:otrs-owner@otrs.org> otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Error on OTRS 5.0.6 (Florian Edlhuber) 2. error AH01797 Upgraded from 4.13 to 5.06 (Gadow, Shawn) ---------------------------------------------------------------------- Message: 1 Date: Thu, 4 Feb 2016 22:44:04 +0100 From: Florian Edlhuber < <mailto:florian.edlhuber@gmx.de> florian.edlhuber(a)gmx.de> Subject: Re: [otrs] Error on OTRS 5.0.6 To: <mailto:otrs@otrs.org> otrs(a)otrs.org Message-ID: < <mailto:1454622244.498958.977242417.1196.2@otrs.edlhuber.net> 1454622244.498958.977242417.1196.2(a)otrs.edlhuber.net> Content-Type: text/plain; charset="utf-8" Hi, 04/02/2016 21:20 - Placide Lysias NJAMI wrote: > Thu Feb 4 20:07:30 2016 error OTRS-CGI-43 Linktype 'Customer' does > not exist! > Thu Feb 4 20:07:30 2016 error OTRS-CGI-43 Linktype 'Agent' does > not exist! > Thu Feb 4 20:06:15 2016 error OTRS-CGI-43 Module Kernel/System > /LinkObject/Person.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel > /cpan-lib /opt/otrs/ This type of linking is provided by KIX4OTRS AFAIR. This is NOT an OTRS issue. Re-install the package. or De-Install. Find your ID of link type in Database DELETE FROM `database`.`link_relation` WHERE `link_relation`.`source_object_id` = x; > Can't send message: 550Start mail input; end with <CRLF>.<CRLF> This is/was a issue with misconfigured Mailserver AFAIR. Something with Buffer Size or so. You may google it - or update (correct) your MX. -- Florian PS: Salutations+Signatures + a readable font helps to get (more) answers :)

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Error on OTRS 5.0.6
by Placide Lysias NJAMI 04 Feb '16

04 Feb '16

Agent can't receive notofication : Thu Feb 4 20:07:30 2016 error OTRS-CGI-43 Module Kernel/System/LinkObject/Person.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) Thu Feb 4 20:07:30 2016 error OTRS-CGI-43 Linktype 'Customer' does not exist! Thu Feb 4 20:07:30 2016 error OTRS-CGI-43 Linktype 'Agent' does not exist! Thu Feb 4 20:06:15 2016 error OTRS-CGI-43 Module Kernel/System/LinkObject/Person.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) Thu Feb 4 20:06:15 2016 error OTRS-CGI-43 Linktype 'Customer' does not exist! Thu Feb 4 20:06:15 2016 error OTRS-CGI-43 Linktype 'Agent' does not exist! Thu Feb 4 20:06:04 2016 error OTRS-CGI-43 Module Kernel/System/LinkObject/Person.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) Thu Feb 4 20:06:04 2016 error OTRS-CGI-43 Linktype 'Customer' does not exist! Thu Feb 4 20:06:04 2016 error OTRS-CGI-43 Linktype 'Agent' does not exist! Thu Feb 4 20:05:48 2016 error OTRS-CGI-43 Linktype 'Customer' does not exist! Thu Feb 4 20:05:48 2016 error OTRS-CGI-43 Linktype 'Agent' does not exist! Thu Feb 4 19:59:54 2016 error OTRS-CGI-43 'CloseTicketCustomer' notification could not be sent to customer 'nfplacide(a)gmail.com Thu Feb 4 19:59:54 2016 error OTRS-CGI-43 Impossible to send message to: nfplacide(a)gmail.com . Thu Feb 4 19:59:54 2016 error OTRS-CGI-43 Can't send message: 550Start mail input; end with <CRLF>.<CRLF> Thu Feb 4 19:09:06 2016 error OTRS-CGI-43 'CloseTicketCustomer' notification could not be sent to customer 'p.njami(a)gelgh.com Thu Feb 4 19:09:06 2016 error OTRS-CGI-43 Need MimeType! Thu Feb 4 19:06:34 2016 error OTRS-CGI-43 Need Name! Thu Feb 4 19:03:46 2016 error OTRS-CGI-43 'CloseTicketCustomer' notification could not be sent to customer 'nfplacide(a)gmail.com Thu Feb 4 19:03:46 2016 error OTRS-CGI-43 Need MimeType! Thu Feb 4 19:02:13 2016 error OTRS-CGI-43 Impossible to send message to: nfplacide(a)gmail.com . Thu Feb 4 19:02:13 2016 error OTRS-CGI-43 Can't send message: 550Start mail input; end with <CRLF>.<CRLF> Thu Feb 4 18:51:19 2016 error OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-43 'Ticket create notification' notification could not be sent to agent 'd.appiah(a)gelgh.com Thu Feb 4 18:51:19 2016 error OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-43 Can't send message: 550Start mail input; end with <CRLF>.<CRLF> Thu Feb 4 18:51:17 2016 error OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-43 'Ticket create notification' notification could not be sent to agent 'e.ofori(a)gelgh.com Regards,

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Re: [otrs] OTRS Fork
by Placide Lysias NJAMI 01 Feb '16

01 Feb '16

Hi, But Today is the 1st of February. What about the new fork ? Best Regards / Cordialement ----- Placide NJAMI | HEAD OF IT DEPARTMENT GOLDEN EXOTICS LTD GHANA P.O. Box K.I.A. 16105 - ACCRA Email: p.njami(a)gelgh.com -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : lundi 1 février 2016 12:00 À : otrs(a)otrs.org Objet : otrs Digest, Vol 89, Issue 1 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: OTRS fork (Placide Lysias NJAMI) ---------------------------------------------------------------------- Message: 1 Date: Sun, 31 Jan 2016 12:28:36 +0000 From: Placide Lysias NJAMI <p.njami(a)gelgh.com> Subject: Re: [otrs] OTRS fork To: <otrs(a)otrs.org> Message-ID: <000801d15c22$e8f4dd20$bade9760$(a)gelgh.com> Content-Type: text/plain; charset="iso-8859-1" Dear All Please what about the OTRS Fork announced here ? Best Regards / Cordialement ----- Placide NJAMI | HEAD OF IT DEPARTMENT GOLDEN EXOTICS LTD ? GHANA P.O. Box K.I.A. 16105 - ACCRA Email: p.njami(a)gelgh.com -----Message d'origine----- De?: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoy??: jeudi 10 d?cembre 2015 11:11 ??: otrs(a)otrs.org Objet?: otrs Digest, Vol 87, Issue 15 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Information about OTRS fork: KIX4OTRS -> KIX (Anna Brakoniecka) 2. Re: Information about OTRS fork: KIX4OTRS -> KIX (Martin JERGA) ---------------------------------------------------------------------- Message: 1 Date: Thu, 10 Dec 2015 11:47:53 +0100 From: Anna Brakoniecka <anna.brakoniecka(a)cape-it.de> Subject: [otrs] Information about OTRS fork: KIX4OTRS -> KIX To: otrs(a)otrs.org <otrs(a)otrs.org> Message-ID: <zarafa.56695859.47fc.6da71c7502cd62b0(a)zarafa.cape-it.de> Content-Type: text/plain; charset="utf-8" Dear OTRS-Community, ? if you weren't aware of it until now: yes, we are working on the OTRS fork. In the last years OTRS AG has been responsible for tricky community work and difficult partnership within OTRS software. It makes real innovation impossible. We will split off into KIX based on OTRS 5 with our community module KIX4OTRS 8. ? The most important facts about our OTRS fork: ? - The new service management system is called KIX. - KIX4OTRS is Open Source Software and KIX will continue it. - We plan to establish a community incl. building up a forum and partner network. - We will offer a migration strategy. Users of (KIX4)OTRS won't notice huge changes in the first step so that the migration will be kept as simple as possible. - If you stay with OTRS standard, we won't leave you alone with it. We help furthermore within OTRS issues. - We keep promises we made: published releases of KIX4OTRS will be maintained as usual. KIX4OTRS 8 for OTRS 5 will be published in January 2016 and will be maintained until Dec 2018. KIX4OTRS 7.1 will be maintained until Dec 2017. ? We thank you for your feedback and patience. We'll inform you about further details in the coming weeks (among all in our social media channels, at OTRS forum and via our newsletter or news http://www.cape-it.de/news-en for English and http://www.cape-it.de/news for German contents). ? Our press release is already online: http://www.cape-it.de/en/company/press/press-releases/press-releases-reader/ capeit-breathes-new-life-into-service-management-a-fork-of-otrs-rises.html ? If you have questions or if you wish to subscribe to the newsletter, please contact us directly via info(a)cape-it.de ? Kind regards, Anna Brakoniecka ? ? **? Flexible providing of services related to OTRS ** ** http://www.cape-it.de/order ** ? ? Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Sch?nherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ Tel:?+49?371 27095 620 Fax:?+49?371 27095 625 AG?Chemnitz?-?HRB?23192 Gesch?ftsf?hrer?Rico?Barth,?Thomas?Maier

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CC Customers during ticket submission
by Saunders, Eric 01 Feb '16

01 Feb '16

I've had a request to allow users (both customers and agents) to "CC" other customers when they submit a new ticket so that multiple people will receive the new ticket notification to alert them that an issue they may be concerned with is being addressed. All of our ticket submissions are done thru the New Process Ticket form in the agent and customer web UIs. We do not support email submissions. As near as I can tell, there's no way to do this thru the New Process Ticket form in the customer UI. In the agent UI, the New Email Ticket form looks to be a step in the right direction, but I'd have to figure out how to customize the form to capture all the information I use my Activity Dialogs, reconfigure my Event Notifications, and then somehow convert an Email ticket into a Process ticket (which probably wouldn't be too hard with ACLs). Is there an easier way? Thanks

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Re: [otrs] OTRS fork
by Placide Lysias NJAMI 31 Jan '16

31 Jan '16

Dear All Please what about the OTRS Fork announced here ? Best Regards / Cordialement ----- Placide NJAMI | HEAD OF IT DEPARTMENT GOLDEN EXOTICS LTD GHANA P.O. Box K.I.A. 16105 - ACCRA Email: p.njami(a)gelgh.com -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : jeudi 10 décembre 2015 11:11 À : otrs(a)otrs.org Objet : otrs Digest, Vol 87, Issue 15 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Information about OTRS fork: KIX4OTRS -> KIX (Anna Brakoniecka) 2. Re: Information about OTRS fork: KIX4OTRS -> KIX (Martin JERGA) ---------------------------------------------------------------------- Message: 1 Date: Thu, 10 Dec 2015 11:47:53 +0100 From: Anna Brakoniecka <anna.brakoniecka(a)cape-it.de> Subject: [otrs] Information about OTRS fork: KIX4OTRS -> KIX To: otrs(a)otrs.org <otrs(a)otrs.org> Message-ID: <zarafa.56695859.47fc.6da71c7502cd62b0(a)zarafa.cape-it.de> Content-Type: text/plain; charset="utf-8" Dear OTRS-Community, ? if you weren't aware of it until now: yes, we are working on the OTRS fork. In the last years OTRS AG has been responsible for tricky community work and difficult partnership within OTRS software. It makes real innovation impossible. We will split off into KIX based on OTRS 5 with our community module KIX4OTRS 8. ? The most important facts about our OTRS fork: ? - The new service management system is called KIX. - KIX4OTRS is Open Source Software and KIX will continue it. - We plan to establish a community incl. building up a forum and partner network. - We will offer a migration strategy. Users of (KIX4)OTRS won't notice huge changes in the first step so that the migration will be kept as simple as possible. - If you stay with OTRS standard, we won't leave you alone with it. We help furthermore within OTRS issues. - We keep promises we made: published releases of KIX4OTRS will be maintained as usual. KIX4OTRS 8 for OTRS 5 will be published in January 2016 and will be maintained until Dec 2018. KIX4OTRS 7.1 will be maintained until Dec 2017. ? We thank you for your feedback and patience. We'll inform you about further details in the coming weeks (among all in our social media channels, at OTRS forum and via our newsletter or news http://www.cape-it.de/news-en for English and http://www.cape-it.de/news for German contents). ? Our press release is already online: http://www.cape-it.de/en/company/press/press-releases/press-releases-reader/ capeit-breathes-new-life-into-service-management-a-fork-of-otrs-rises.html ? If you have questions or if you wish to subscribe to the newsletter, please contact us directly via info(a)cape-it.de ? Kind regards, Anna Brakoniecka ? ? **? Flexible providing of services related to OTRS ** ** http://www.cape-it.de/order ** ? ? Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Sch?nherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ Tel:?+49?371 27095 620 Fax:?+49?371 27095 625 AG?Chemnitz?-?HRB?23192 Gesch?ftsf?hrer?Rico?Barth,?Thomas?Maier

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Login not creating a DB entry for a new LDAP agent
by Cosme Faria Corrêa 28 Jan '16

28 Jan '16

Hi, my interface message is that: Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. My log says: [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserLookup][922] No UserID found for 'johndoe'! [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserLookup][922] No UserID found for 'johndoe'! [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserAdd][348] Need UserEmail! [Thu Jan 28 10:45:40 2016][Error][Kernel::System::Auth::Sync::LDAP::Sync][281] Can't create user 'johndoe' (uid=johndoe,ou=People,dc=aaa,dc=bb) in RDBMS! [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserLookup][922] No UserID found for 'johndoe'! The point is, Why? Why it can't? [Thu Jan 28 10:45:40 2016][Error][Kernel::System::Auth::Sync::LDAP::Sync][281] Can't create user 'johndoe' (uid=johndoe,ou=People,dc=uff,dc=br) in RDBMS! -- Cosme Corrêa +55 21 4042-6606 CanalSAC O Nosso Negócio é Relacionamento

3 4

Auto Close Timer Setting
by DHilsbos＠performair.com 28 Jan '16

28 Jan '16

OTRS List; Is there a setting somewhere to reduce the timer for an auto-close? Can the timer be set on a per-queue basis? It's possible that I'm going about this in the wrong manner... I'm setting up a new deployment of OTRS. I would like to set a goal of completing and closing "routine" requests within 2 hours. Currently, I have a queue for routine requests. I would like the auto-close to close tickets in this queue within 60 minutes of setting the auto-close. Would this be better accomplished with Services and SLAs? Thank you, Dominic L. Hilsbos, MBA, EIT, CSDA Director - Information Technology Perform Air International Inc.

2 1

Turn ON category "Overview"
by Rick Brooks 27 Jan '16

27 Jan '16

To all, I have OTRS 3.3 installed from TurnkeyLinux and am looking to turn on "Overview" to view indepth area such as "Role(s)" in the Admin Section - I searched the online HTML Manual but came up wanting. Any hints? Rick Brooks IT Coordinator National Exemption Service

1 0

ITSM - service handling
by Branislav Brna 25 Jan '16

25 Jan '16

Hello, I am trying to implement ITSM in our OTRS install and I am having a hard time figuring right way to use Services. I already created our business service catalog of services that we provide to our customers like Internet, Wireless, VPN, VoIP etc... Right now I am trying to create technical service catalog that will mostly consists of our internal infrastructure. What I cant figure our is where to put things like problems with invoices or claims from retail customers. My understanding of ITIL tells me that these type of things should be handled as problems under exact customer service. My boss on the other hand thinks that for these type of situations should exist separate technical services like billing or customer care. Do you have any thought on how to handle this? I would be also interested in hearing how you implemented this part of service desk with OTRS. Thanks With regards Branislav Brna

2 1

strange error in log and misc question
by Alex 25 Jan '16

25 Jan '16

Hi Guys, I am seeing this error in the log every so often. Running ver 5.01: Tue Nov 3 10:20:26 2015 error OTRS-otrs.Console.pl-Maint::OTRSBusiness::AvailabilityCheck-10 Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 read timeout Tue Nov 3 10:20:26 2015 error OTRS-otrs.Console.pl-Maint::OTRSBusiness::AvailabilityCheck-10 There was an error executing Execute() in Kernel::System::Console::Command::Maint::OTRSBusiness::AvailabilityCheck: ERROR: OTRS- otrs.Console.pl-Maint::OTRSBusiness::AvailabilityCheck-10 Perl: 5.20.2 OS: linux Time: Tue Nov 3 10:20:26 2015 What exactly is the software trying to "POST" to https://cloud.otrs.com/otrs/public.pl? Should I concerned about these entries in the log? Also, since upgrading to OTRS ver 5.x, when closing a ticket, a subject field for the close note has now appeared and is mandatory? Is there any way to revert this to the previous behavior where just a note entry is enough? Cheers, A.

6 6

CustomerCompany on external database
by Antonio Reale 22 Jan '16

22 Jan '16

Hi all, in 3.2 version during the customer user creation phase I had to populate the CustomerID field manually (no dropdown menu). There was no need to have the company created in the CustomerCompany backend. After upgradind to OTRS 5, when I create a new customer I can't insert a CustomerID if it is not present in CustomerCompany, so I decided to point OTRS to an external database where I have companies data. I changed the Config.pm, so now I have CustomerCompany data on the external database and CustomerUser on the local OTRS database. In Customer Management I correctly see all companies, but if I try to add a customer user the CustomerID field is disabled. Is possible to have CustomerUser and CustomerCompany on different backends? Thanks. Regards. Antonio

2 5

SystemMonitoring Problems
by Rob Shears 21 Jan '16

21 Jan '16

Folks So I have system monitoring installed but I cannot get it to acknowledge alerts on the Nagios side, which I need to be over HTTP. I have updated the configurations for system monitoring to include the DynamicField_ addition to the free text fields. I have updated the regex to capture the necessary service/server data, and confirmed that these are captured and recorded in the DB. I have updated the URL for Nagios server. I have updated the trigger to TicketOwnerUpdate, rather than TicketLockUpdate. When I update the owner on a ticket, the system doesn't even seem to try to acknowledge the alert. I don't see anything in the system log. I don't see anything in the httpd logs (either Nagios or OTRS servers), I don't see any errors. OTRS : 4.0.13 System Monitoring : 4.0.2 KIX4OTRS : 7.0.6 KIX Core : 4.0.5 I'm not sure what information would assist in trouble shooting this issue. It simply seems to not even trigger the 'I should send an acknowledgement to Nagios' event. If I paste the GET command into a web browser with a session authenticated to the Nagios server with the OTRS user/pass, it successfully processes the acknowledgement, so I think once I can work out why it isn't triggering, it should be good to go! Any direction or guidance would be great. Cheers Rob.

1 0

OTRS 5 AD Integration
by Sujeeva Tissaarachchi 21 Jan '16

21 Jan '16

Dear Friends, Has any one integrated OTRS 5 or 4 with Microsoft Active Directory? Best Regards, Sujeeva Tissaarachchi

3 2

Phone call - article visbility?
by Nick Bright 20 Jan '16

20 Jan '16

Is it possible to make "Phone Call" article types not visible to the customer in the customer portal? -- ----------------------------------------------- - 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 - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

2 7

Force user to update escalated ticket first
by Branislav Brna 20 Jan '16

20 Jan '16

Hello, in our company we have been using OTRS for several years. A long time ago we have been using feature of it that basically brought in front each escalated ticket and agents were unable to do anything else till the ticket got updated. Now we would like to enable this again, but I am having really hard time remembering what needs to be enabled to allow this behavior. Could someone help me with this? Thanks WIth regards Branislav Brna

1 1

Validation in Process with DynamicFields
by Eduardo Casarero 19 Jan '16

19 Jan '16

Hi, I've a process with several dynamic fields, I need to validate that the combination of the dynamic fields information is not duplicated in other existing ticket in the system. I think I can do it in a Transition, with a custom Transition Validation Module, but I only found the ValidateDemo.pm. Are there other examples of custom validations? my perl skills are not the best. Also if anyone knows a simple way to do this consistency check I'll appreciate the hint. Thanks, Eduardo.

1 0

How to associate a CI to a ticket
by André Cavalcante 19 Jan '16

19 Jan '16

Hi There, I'd like to associate a ticket to a CI, but to do it, I must know either the CI number, name, incident state ou deployment state, but I'd like to do it, searching for another attribute. How can I do it? Any hint? -- *André Luiz C. e Cavalcante* *PMP, PRINCE2, ITIL EXPERT*

1 0

CONFIGURATION ITEM
by André Cavalcante 19 Jan '16

19 Jan '16

Hi there! I need some help in importing .SCV files to CMDB. I have create the template, but everytime I try to import data no single line is imported. Import summary for ITSMConfigItem Records: 5 Success: 0 Failed: 5 Last processed line number of import file: 5 Any hint? Thanks! -- *André Luiz C. e Cavalcante, PMP, PRINCE2, ITIL EXPERT*

3 5

OTRS-Dashboard
by Anton Kornexl 18 Jan '16

18 Jan '16

Hello, i have the following selectors in all dashboad sections (reminder, escaleted Tickets in My Queues (0) Tickets in My Services (0) Tickets in My Services (0) All tickets (3) Why are "Tickets in My Services" here two times. I don't need the "My Services" selector because no Services are defined. -- Mit freundlichen Grüssen Anton Kornexl stellv. Leitung Zentrum für Informationstechnologie und Medienmanagement Universität Passau Innstr. 33, 94032 Passau Telefon +49 (0)851/509-1812, Telefax +49 (0)851/509-1802 E-Mail: Anton.Kornexl(a)uni-passau.de

1 1

Dynamic fields (or something like it) for agents?
by Alexandre Lima 14 Jan '16

14 Jan '16

Hello! I need to configure my OTRS but I'm having some problems... I thought that Dynamic Fields could solve them, but unfortunately it's not the case (until now). What I need to do is to use some ticket's information to make statistics, so I would have to mark the tickets that are important to me (like a checkbox) so I can filter them after. More precisely, I need to make a monthly report about those marked tickets. I would also need to add information to those marked tickets, I could use notes, but I was thinking about a agent side field, like a Dynamic Field that only agents can modify. After each month, I would like to filter the marked tickets and then use the information added by the agents to them to make statistics (how I would add this information is still a mystery to me). Do you have any idea about how could I do that? I hope I was clear about my problem :)

3 3

Re: [otrs] Widget filters after OTRS 5 upgrade
by Kristofer Pettijohn 14 Jan '16

14 Jan '16

I still do not have a solution, and am unable to upgrade since these widgets are imperative to our users' use. On 01/14/2016 03:15 AM, Philipp Ghirardini wrote: > I have the same problem, after upgrading from 3.3.8 -> 4.x -> 5.0.5 > Deleting Kernel/Config/Files/ZZZAuto.pm didn't change anything. > > Some ideas? > > Regards Philipp

1 0

the ticket closure.
by Hugo Cosme 14 Jan '16

14 Jan '16

Hello everybody , I'm new to the list and OTRS , but I wonder if it is possible to make the ticket closure, via email! TKS! Obrigado. Atenciosamente; Hugo Cosme (34)992573333

2 1

Re: [otrs] otrs 5.0.5 - Import/export noch showing in frontend
by Julius Haake 13 Jan '16

13 Jan '16

Solved - resetting the Frontend::Admin::ModuleRegistration to factory-defaults brought the module back to life. How and why? No Idea!

1 0

otrs 5.0.5 - Import/export noch showing in frontend
by Julius Haake 13 Jan '16

13 Jan '16

Dear List, the import-export-feature is not visible in OTRS. The Module is installed and the same version as OTRS / ITSM. ImportExport - v5.0.5 - installed. Reinstalling the module didnt bring any improvement. Any hint? BR Julius

2 1

Undeliverable: OTRS Scheduler Daemon Cron: OTRSBusinessAvailabilityCheck
by DHilsbos＠performair.com 07 Jan '16

07 Jan '16

All; I have OTRS 5 Free installed, and I've started configuring it, but I'm getting something annoying. Several times per day it tries to send an email to root@localhost through our email system, with the following Subject: OTRS Scheduler Daemon Cron: OTRSBusinessAvailabilityCheck. Since our system is mostly Microsoft Exchange, it doesn't know what to do with it. I added the line recommended by reneeb on this forum: http://forums.otterhub.org/viewtopic.php?t=30820 (i.e. delete $Self->{"Daemon::SchedulerCronTaskManager::Task"}->{"OTRSBusinessAvailabilityCheck"}; added to Kernel/Config.pm), but that hasn't changed the situation. The emails don't appear every hour, but always shortly after 20 minutes after the hour. Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc. DHilsbos(a)PerformAir.com 300 S. Hamilton Pl. Gilbert, AZ 85233 Phone: (480) 545-2850 Fax: (480) 610-3501 www.PerformAir.com

2 2

Re: [otrs] Help fresh installation of OTRS 5
by LQ Marshall 05 Jan '16

05 Jan '16

Dear Tailor, Your solution may, or may not, be simple. It could be configuration error in Apache (or simple file permissions) or if SELINUX is enabled on the system it could be blocking the access. (If you didn't disable it or set in permissive mode mode OS install with it enabled. OTRS is incompatible with SELINUX default setup.) No specific order...1. Should confirm that apache is functional. apache logs2. Check SELINUX status and disable (SEstatus may help in this - Suggest researching exact command for SuSe)3. File permissions allow access (ls -l). OTRS has a file permissions script I. the script folder... I think it's otrs.spermissions but you will need to know the users and groups which run on your system.4. Check error logs (most are in /var/logs/) The specifics are outside the scope of list as they pertain to the specific configuration of your system and the O/S running on it. I think the install document covers some of these items, in part. There are apache and Linux os lists which can help with the details. Look into your system logs and find error notices. They should direct your steps. -------- Original message -------- From: milind.tailor(a)mol-ips.com Date: 01/05/2016 00:14 (GMT-05:00) To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Cc: otrs-bounces(a)otrs.org Subject: Re: [otrs] Help fresh installation of OTRS 5 Dear Marshall, Thanks for the reponse sorry but i am very new to Linux and otrs, kindly advise if i can share any file which would be helpful for investigation. Opensuse 13.2 Best Regards Milind Tailor Information Technology MOL-IPS India, Mumbai Centre Work : + 91 22 42478445 Website : http://www.molpower.com From: "LQ Marshall" <qmarshall(a)inetspace.net> To: "'User questions and discussions about OTRS.'" <otrs(a)otrs.org>, Date: 05-01-2016 03:39 Subject: Re: [otrs] Help fresh installation of OTRS 5 Sent by: otrs-bounces(a)otrs.org From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Sent: Monday, January 4, 2016 4:44 AM Subject: [otrs] Help fresh installation of OTRS 5 I am trying to install otrs 5 on opensuse, i have configured it. but when i try to browse localhost/otrs/installer.pl I get forbidden message you dont have access to localhost/otrs/installer.pl on this server Hum… Shot in the dark -- Folder/File permissions … SELinux configuration? More details would be useful.--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

"Ungültige dynamische Felder" - invalid dynamic fields
by Ralf Hildebrandt 05 Jan '16

05 Jan '16

otrs/index.pl?Action=AdminServiceCenter emits the following: Dynamische Felder 46 Werte in Dynamischen Feldern 0 Gruppen 19 Ungültige dynamische Felder 36 Werte in ungültigen dynamischen Feldern 0 which I guess translates to: dynamic fields 46 values in dynamic fields 0 invalid dynamic fields 36 values in invalid dynamic fields 0 but what are "dynamic fields" and "invalid dynamic fields"? Should I worry? How can I find the invalid dynamic fields? -- 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 1

Auto reply
by John Koch 05 Jan '16

05 Jan '16

Hi, How can I avoid send auto reply (new ticket created) for specific domains? For example when someone sending us email from no-reply(a)domain.com we do not want to send the usual "new ticket confirmation" auto reply.

6 7

Undo Required Lock
by Saunders, Eric 04 Jan '16

04 Jan '16

I would like to enable Required Lock on one of my Activity Dialogs. However, when I do opening the dialog locks the ticket and sets the Owner as expected, but if I click "Undo & close window" in the dialog window I get an Insufficient Rights error. The user has full rw access to the queue in which the ticket is located and the System Log generates no errors. CentOS 6.x OTRS 4.0.13 Appreciate any assistance. +Eric

1 0

OTRS5 - Package Manager - Internal Server Error
by brant carrey 02 Jan '16

02 Jan '16

Hi, Team, Happy New Year! I just finished the latest OTRS5 free installation. Every time I clicked "Package Manager" under Admin / System Administration, got this error. Any idea about this? Thanks! ------------- Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator at webmaster@localhost to inform them of the time this error occurred, and the actions you performed just before this error. More information about this error may be available in the server error log. -------------

2 1

AUTOREPLY otrs Digest, Vol 87, Issue 25
by baer＠opm-computer.de 31 Dec '15

31 Dec '15

Sehr geehrte Damen und Herren, in der Zeit vom 24.12.2015 bis einschließlich 03.01.2016 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) Wir wünschen Ihnen ein frohes Fest und einen guten Rutsch in das neue Jahr. Mit freundlichen Grüßen Ronny Bär OPM EDV Service GmbH Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Widget filters after OTRS 5 upgrade (Kristofer Pettijohn) ---------------------------------------------------------------------- Message: 1 Date: Wed, 30 Dec 2015 14:57:03 -0600 From: Kristofer Pettijohn <kristofer(a)cybernetik.net> Subject: Re: [otrs] Widget filters after OTRS 5 upgrade To: Simone Girlanda <simone.girlanda(a)gmail.com>, OTRS <otrs_archive(a)googlegroups.com> Cc: otrs(a)otrs.org Message-ID: <5684451F.3060207(a)cybernetik.net> Content-Type: text/plain; charset=utf-8; format=flowed It seems three people have encountered this, including myself (I received a direct message from one). If people continue to experience it, we may want to open up a bug. On 12/30/2015 02:51 PM, Simone Girlanda wrote: > I got the same problem today after upgrade from 4 to 5, but unable to solve it. > > l giorno luned? 21 dicembre 2015 00:58:19 UTC+1, Kristofer Pettijohn ha scritto: >> I upgraded from OTRS 4.0.10 to 5.0.5, and the filters in the dashboard widgets is missing the option for "My Locked Tickets". It is also showing an empty value for "Tickets in My Services". If I click on the one for My Services, it duplicates it and then shows the value. >> >> >> My watched tickets (0) | Tickets in My Queues (5) | Tickets in My Services () | All tickets (65) >> >> >> >> The most important piece is that I need to get "My Locked Tickets" back. How can I get this option restored? What would cause it to be missing? >> >> >> Thanks, >> Kris ------------------------------ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 87, Issue 25 ************************************

1 0

Re: [otrs] Widget filters after OTRS 5 upgrade
by Kristofer Pettijohn 30 Dec '15

30 Dec '15

It seems three people have encountered this, including myself (I received a direct message from one). If people continue to experience it, we may want to open up a bug. On 12/30/2015 02:51 PM, Simone Girlanda wrote: > I got the same problem today after upgrade from 4 to 5, but unable to solve it. > > l giorno lunedì 21 dicembre 2015 00:58:19 UTC+1, Kristofer Pettijohn ha scritto: >> I upgraded from OTRS 4.0.10 to 5.0.5, and the filters in the dashboard widgets is missing the option for "My Locked Tickets". It is also showing an empty value for "Tickets in My Services". If I click on the one for My Services, it duplicates it and then shows the value. >> >> >> My watched tickets (0) | Tickets in My Queues (5) | Tickets in My Services () | All tickets (65) >> >> >> >> The most important piece is that I need to get "My Locked Tickets" back. How can I get this option restored? What would cause it to be missing? >> >> >> Thanks, >> Kris

1 0

OTRS Scheduler Daemon Cron: OTRSBusinessAvailabilityCheck
by Yılmaz Bilgili 21 Dec '15

21 Dec '15

Hello All, I am getting below error message frequently. When I look at Daemon::SchedulerCronTaskManager::Task , I see the setting is read only or locked. Why I am getting this message or how can I disable this check? I am sure there is no problem with the Internet access of the server. Thanks in advance. Yilmaz -------- İletilmiş İleti -------- Konu: OTRS Scheduler Daemon Cron: OTRSBusinessAvailabilityCheck Tarih: Fri, 18 Dec 2015 08:20:35 +0200 Kimden: ..... Kurum: ..... Kime: ..... ERROR: OTRS-otrs.Console.pl-Maint::OTRSBusiness::AvailabilityCheck-27 Perl: 5.20.2 OS: linux Time: Fri Dec 18 08:20:35 2015 Message: Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 read timeout Traceback (10629): Module: Kernel::System::WebUserAgent::Request Line: 209 Module: Kernel::System::CloudService::Backend::Run::Request Line: 331 Module: Kernel::System::OTRSBusiness::OTRSBusinessIsAvailable Line: 127 Module: Kernel::System::Console::Command::Maint::OTRSBusiness::AvailabilityCheck::Run Line: 39 Module: (eval) Line: 436 Module: Kernel::System::Console::BaseCommand::Execute Line: 430 Module: (eval) Line: 147 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 131 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 259 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: /opt/otrs/bin/otrs.Daemon.pl Line: 138

3 7

Widget filters after OTRS 5 upgrade
by Kristofer Pettijohn 20 Dec '15

20 Dec '15

I upgraded from OTRS 4.0.10 to 5.0.5, and the filters in the dashboard widgets is missing the option for "My Locked Tickets". It is also showing an empty value for "Tickets in My Services". If I click on the one for My Services, it duplicates it and then shows the value. My watched tickets (0) | Tickets in My Queues (5) | Tickets in My Services () | All tickets (65) The most important piece is that I need to get "My Locked Tickets" back. How can I get this option restored? What would cause it to be missing? Thanks, Kris

1 0

OTRS 5 - Junk mails getting blocked automatically
by Edson Richter 18 Dec '15

18 Dec '15

I don't know why, but all e-mails I put in "Junk folder" and marked with state "Deleted" get "Blocked" in my name. How can I avoid this? Thanks, -- Atenciosamente, Edson Carlos Ericksson Richter

1 0

Module Kernel/Output/HTML/FAQMenuGeneric.pm not in @INC (/usr/Custom /usr/Kernel[..]
by Rudolf Bargholz 18 Dec '15

18 Dec '15

Hi, Anyone have an idea why this error could occur and how I might resolve this problem? Hoppla. Es ist ein Fehler aufgetreten. Fehlermeldung: Module Kernel/Output/HTML/FAQMenuGeneric.pm not in @INC (/usr/Custom /usr/Kernel[..]. Sie können einen Fehlerbericht senden oder zurück zur vorhergehenden Seite. Fehlerdetails Backend ERROR: OTRS-CGI-10 Perl: 5.18.2 OS: linux Time: Fri Dec 18 10:58:20 2015 Message: Module Kernel/Output/HTML/FAQMenuGeneric.pm not in @INC (/usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.18.2 /usr/local/share/perl/5.18.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.18 /usr/share/perl/5.18 /usr/local/lib/site_perl . /etc/apache2) RemoteAddress: 193.135.59.132 RequestURI: /otrs/index.pl?Action=AgentFAQZoom;ItemID=24 Traceback (1727): Module: Kernel::Modules::AgentFAQZoom::Run Line: 436 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 206 Module: ModPerl::RegistryCooker::run (v1.99) Line: 206 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 172 Module: ModPerl::Registry::handler (v1.99) Line: 31 Upgraded a SLES 11 from OTRS 4.0.13 to 5.0.4 and this error occurred. Then I tested numerous installations on Ubuntu 14 and 15, migrated the OTRS data to the new server, and the error did not occur. Now I have migrated to a production Ubuntu 14.04 LTS using the workflow I noted when testing, and the error occurs again. Thankful for any help. Regards Rudolf

2 3

Criticality <-> Impact <-> Priority Matrix empty
by Branislav Brna 16 Dec '15

16 Dec '15

Hello, today I found that in our OTRS 3.3.7 with ITSM I am unable to create new Services, because we dont have any Criticality set. Funny thing is that when I go to Criticality <-> Impact <-> Priority Matrix I am presented with this: http://s17.postimg.org/fevcai6jz/image.jpg I found this really strange since we had few test services defined in the pasted I am 100% sure that matrix was available. Any idea what could cause this and how to fix it? Thanks

3 2

OTRS Role and groups Rights
by Rose Dowson 16 Dec '15

16 Dec '15

Hi, I'm new to otrs I have otrs 3.0.7 version. So I want to know how to limit Agent's rights I mean I want every Agent can't be able to see the others queues of other services *Exemple :* Agent of System Information service can't be able to see the queue of Human Resources Please Help me with your experience in OTRS. Regards.

2 1

AD groups - bad sync
by ZS-Man 15 Dec '15

15 Dec '15

Hi all, I have new OTRS5 installed for test replacing our old ticket system. I have setup agent auth from AD (Samba4 - Zentyal). This woks. Users are authorized and new agent is created in OTRS. I can map Roles and Groups from AD too. Roles map/sync work, but Groups map/sync work weird.... Ad groups: IT, HelpDesk OTRS group: IT Users in HelpDesk have access to OTRS, but only in initial OTRS group "users" Users in both HelpDesk and IT have access to OTRS with IT group, role, queue. But... 1. Agent login to frontend, in log I see User: 'XXX' sync ldap group IT! , in Agents <-> Group mapping I see all checkbox IS selected for this user/group 2. Logout 3. Again login same agent, in log I see User: 'XXX' sync ldap group IT! , in Agents <-> Group mapping I see all checkbox IS NOT selected for this user/group 4. Logout 5. Again login same agent, in log I see User: 'XXX' sync ldap group IT!, in Agents <-> Group mapping I see all checkbox IS selected for this user/group 6. ... etc. Every login switch group mapping This is part of my Config.pm $Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; $Self->{'AuthSyncModule::LDAP::UserSyncGroupsDefinition'} = { 'CN=IT,OU=Groups,DC=domain,DC=xx' => { 'IT' => { ro => 0, rw => 1, }, }, }; Any idea what may be wrong? Thanks. ZS-Man

1 0

OTRS Can't connect to imap.gmail.com
by Gökhan Öner 12 Dec '15

12 Dec '15

Hi, I am trying to use the Postmaster Mail Account service of OTRS to fetch a mailbox but when i try to connect it with a Google Account it fails with the error *Error Message: IMAPS: Can't connect to imap.gmail.com <http://imap.gmail.com>. * I also tried it with IMAPTLS but the error is still same. I have checked all the security settings in GMail and make them enabled for less secure apps. I have also googled it but cannot find any clear information about it. Has anyone faced with an error like this ? Thanks a lot. -- *Gökhan Öner* *Information Technology* *Sabancı University* *E:gokhanoner@sabanciuniv.edu <E%3Agokhanoner(a)sabanciuniv.edu>*

6 12

Information about OTRS fork: KIX4OTRS -> KIX
by Anna Brakoniecka 10 Dec '15

10 Dec '15

Dear OTRS-Community, if you weren't aware of it until now: yes, we are working on the OTRS fork. In the last years OTRS AG has been responsible for tricky community work and difficult partnership within OTRS software. It makes real innovation impossible. We will split off into KIX based on OTRS 5 with our community module KIX4OTRS 8. The most important facts about our OTRS fork: - The new service management system is called KIX. - KIX4OTRS is Open Source Software and KIX will continue it. - We plan to establish a community incl. building up a forum and partner network. - We will offer a migration strategy. Users of (KIX4)OTRS won't notice huge changes in the first step so that the migration will be kept as simple as possible. - If you stay with OTRS standard, we won't leave you alone with it. We help furthermore within OTRS issues. - We keep promises we made: published releases of KIX4OTRS will be maintained as usual. KIX4OTRS 8 for OTRS 5 will be published in January 2016 and will be maintained until Dec 2018. KIX4OTRS 7.1 will be maintained until Dec 2017. We thank you for your feedback and patience. We'll inform you about further details in the coming weeks (among all in our social media channels, at OTRS forum and via our newsletter or news http://www.cape-it.de/news-en for English and http://www.cape-it.de/news for German contents). Our press release is already online: http://www.cape-it.de/en/company/press/press-releases/press-releases-reader… If you have questions or if you wish to subscribe to the newsletter, please contact us directly via info(a)cape-it.de Kind regards, Anna Brakoniecka ** Flexible providing of services related to OTRS ** ** http://www.cape-it.de/order ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

2 1

Creating a new Queue view tab
by Edson Richter 08 Dec '15

08 Dec '15

Hi! In the queue view there are two tabs, and I can see "All tickets" and "Available tickets" (sorry if it's not the correct translation). Is there any easy (not programming) way to add a third "Pending tickets" view into this screen? Thanks for any tips. -- Atenciosamente, Edson Carlos Ericksson Richter

1 0

Customized states causes internal server error 500
by Edson Richter 08 Dec '15

08 Dec '15

OTRS 5.0.3 Linux Oracle Enterprise Linux 7 x64 (RHEL 7) Database MariaDB 5.5 (MySQL 5.5) For sure I did something terrible wrong in states customizing. Please, you advise is welcome. _*Symptom:*_ When opening the "Queue view", system throws "HTTP 500 Internal server error". _*Research:*_ In Admin Log, I got the following error: " You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near ') AND sq.group_id IN (1,10,2,3,4,5,6,7,8,9) LIMIT 10000' at line 1, SQL: 'SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON sq.id = st.queue_id WHERE 1=1 AND *st.ticket_state_id IN ( )* AND sq.group_id IN (1,10,2,3,4,5,6,7,8,9) LIMIT 10000' " In error_log, I got the following error: " [Tue Dec 8 11:31:42 2015] -e: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near ') AND ( st.responsible_user_id IN (2) ) LIMIT 10000' at line 1 at /opt/otrs//Kernel/System/DB.pm line 666. ERROR: OTRS-CGI-46 Perl: 5.16.3 OS: linux Time: Tue Dec 8 11:31:42 2015 Message: You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near ') AND ( st.responsible_user_id IN (2) ) LIMIT 10000' at line 1, SQL: 'SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON sq.id = st.queue_id WHERE 1=1 AND st.ticket_state_id IN ( ) AND ( st.responsible_user_id IN (2) ) LIMIT 10000' RemoteAddress: 192.168.1.19 RequestURI: /otrs/index.pl Traceback (7571): Module: Kernel::System::Ticket::TicketSearch::TicketSearch Line: 2187 Module: Kernel::Output::HTML::ToolBar::TicketResponsible::Run Line: 54 Module: Kernel::Output::HTML::Layout::Header Line: 1342 Module: Kernel::Modules::AdminSelectBox::Run Line: 244 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 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 " _*Further investigation:*_ This error was being throw by the system for a long while, but I never got a HTTP error 500. _*What changed:*_ Few minutes before the first error happening, I've edited one state, and changed its type from "open" to "pending": *_Additional information:_ *I do use fully customized states, not the defaults ones. I believe I did something wrong, or missed to configure some parameter. Would you please kindly point me which parameter in sysconfig will provide the information required for the IN (...) in this query? Thanks in advance, -- Atenciosamente, Edson Carlos Ericksson Richter

2 2

OTRS 5 Notifications
by Nick Lapp 08 Dec '15

08 Dec '15

Since we upgraded to OTRS 5 we're getting "duplicate" notifications. It used to be that we would get "ticket queue update notifications" OR "ticket create notifications" depending on how the ticket came into the system. For example, if it landed in the postmaster queue and then got moved to a queue by a generic agent job, we would only get a queue update notification, and now we're getting both. Here is a log of a ticket as an example: NewTicket New Ticket [1062591] created (Q=Technology Support;P=3 normal;S=new). - Admin OTRS 12/07/2015 12:31:54 CustomerUpdate Updated: CustomerID=IMESD-HR:{Cusomter Email};CustomerUser={Customer Email} - Admin OTRS 12/07/2015 12:31:54 WebRequestCustomer Customer request via web. Zoom view Admin OTRS 12/07/2015 12:31:54 SendAutoReply AutoReply sent to ""Customer" <Customer Email>". Zoom view Admin OTRS 12/07/2015 12:31:55 Move Ticket moved into Queue "Technology Support::Central Zone::InterMountain ESD" (7) from Queue "Tec... - Admin OTRS 12/07/2015 12:31:55 SendAgentNotification "Ticket queue update notification" notification was sent to "agent 1" by "Email". - Admin OTRS 12/07/2015 12:31:56 SendAgentNotification "Ticket queue update notification" notification was sent to "agent 2" by "Email". - Admin OTRS 12/07/2015 12:31:56 SendAgentNotification "Ticket queue update notification" notification was sent to "agent 3" by "Email". - Admin OTRS 12/07/2015 12:31:56 SendAgentNotification "Ticket create notification" notification was sent to "agent 1" by "Email". - Admin OTRS 12/07/2015 12:31:57 SendAgentNotification "Ticket create notification" notification was sent to "agent 2" by "Email". - Admin OTRS 12/07/2015 12:31:57 SendAgentNotification "Ticket create notification" notification was sent to "agent 3" by "Email". - Admin OTRS 12/07/2015 12:31:57 Any ideas? We're running version 5.0.3. Thanks! Nick

1 0

test regex internal
by Rob Shears 04 Dec '15

04 Dec '15

Testing again.. Should actually pull me as an agent. [Phonovation Logo]<http://www.phonovation.com/> Rob Shears | Systems Designer Phonovation Ltd. 8 Clarinda Park North | Dun Laoghaire | Co. Dublin | Ireland Company Reg No. 127108 | VAT no. IE4818845D Email: rob(a)phonovation.com<mailto:rob@phonovation.com> Web: www.phonovation.com<http://www.phonovation.com> Phone: +353 1 284 30 11 Fax: +353 1 284 32 23 [http://interactsms.com/staff/social/Facebook.png]<https://www.facebook.com/pages/Phonovation-Ltd/237432239713956>[http://interactsms.com/staff/social/Twitter.png]<https://twitter.com/Phonovation>[http://interactsms.com/staff/social/LinkedIn.png]<http://www.linkedin.com/company/phonovation-ltd>[http://interactsms.com/staff/social/Googleplus.png]<https://plus.google.com/u/1/b/110068098770385861265/110068098770385861265/p…>[http://interactsms.com/staff/social/YouTube.png]<https://www.youtube.com/user/PhonovationLtd>[http://interactsms.com/staff/social/Map.png]<https://goo.gl/maps/JTKmG>[http://interactsms.com/staff/social/Vcard.png]save contact<http://interactsms.com/staff/Rob_Shears.vcf> The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Statements and opinions expressed in this e-mail may not represent those of Phonovation Limited. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender immediately and delete the material from any computer

1 1

SystemMonitoring
by Rob Shears 03 Dec '15

03 Dec '15

My next challenge is proper configuration of SystemMonitoring. Hopefully I'm not getting something as obvious as my last issue incorrect here. OTRS 4.0.13 SystemMonitoring 4.0.2 I have the incoming tickets sorting fine. I am using the post-postmaster filter, as I use a postmaster filter to set some variables (X-OTRS-LOOP etc). I have a GenericAgent Job running to grab the tickets, stick em in a queue and set the priorities. I can file additional alerts to the correct ticket. I cannot get OTRS to even attempt to acknowledge the alert, no failures, no log errors, just no attempt from OTRS at all to send the http acknowledgement. I adjusted the trigger event in the SystemConfig section to TicketQueueUpdate, from TicketLockUpdate, to match our requirements, but there is no difference in how OTRS is acting with either. It simply will not trigger the acknowledgement event. While I keep working away (the acknowledgement doesn't even work from the command line but I'll solve that one!), anyone have any ideas on what could be going wrong, to cause OTRS to not even attempt the acknowledgement? Cheers Rob Shears

3 6

OTRS community modules for OTRS 5
by Anna Brakoniecka 02 Dec '15

02 Dec '15

Hi, we've released following OTRS community modules for OTRS 5: ITSM-CIAttributeCollection 5.0.0 CustomerCompanyImportExport 5.0.0 CustomerUserImportExport 5.0.0 FAQImportExport 5.0.0 ServiceImportExport 5.0.0 UserImportExport 5.0.0 TemplateX 5.0.0 You can download them for free at: www.cape-it.de/download-modules or at OPAR. Thanks in advance for your feedback! Kind regards, Anna Brakoniecka ** Für die kleinen OTRS-Fragen zwischendurch ** ** Flexible Unterstützung auf Abruf ** ** http://www.cape-it.de/bestellung ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

1 0

Automatic customer configuration
by Edson Richter 02 Dec '15

02 Dec '15

Hi! We are working in the migration from FreshDesk to OTRS. One feature in FreshDesk is that Customers are tied to a "domain name" (example: @mycustomercompany.com), and then all tickets created from users in that domain become users for that customer. Is that possible in OTRS? How to implement this feature? I would like to avoid the maintenance required for customer's users. Thanks for any help, -- Atenciosamente, Edson Carlos Ericksson Richter

4 4

AutoReply not functioning
by Rob Shears 01 Dec '15

01 Dec '15

So I've been doing lots of configs, and something I've done, somewhere along the line, has disabled auto-replies. OTRS 4.x CentOS 7.x MSSQL Backend (fully functional, I know it is not supported!) I have a queue (Q1) that receives all messages from a postmaster mail account (MAIL1) via POP3. The ticket is created successfully. There is an autoreply set on this queue, which is never submitted to the mail server (whether SMTP, SendMail or anything else, there is no attempt made to send this message at the MTA level). I can reply, respond etc fine from the ticket itself, OTRS is working as far as emails go, except the autoresponse. Notably (probably of relevance), when the email is picked up, an error is thrown: ERROR: OTRS-otrs.PostMasterMailbox.pl-99 Perl: 5.16.3 OS: linux Time: Mon Nov 30 14:40:03 2015 Message: The field configuration is invalid Traceback (6328): Module: Kernel::System::DynamicField::Backend::ValueSet Line: 426 Module: Kernel::System::Ticket::Event::TimeUpdate::Run Line: 158 Module: Kernel::System::EventHandler::EventHandler Line: 226 Module: Kernel::System::Ticket::Article::ArticleCreate Line: 401 Module: Kernel::System::Ticket::ArticleCreate Line: 195 Module: Kernel::System::PostMaster::NewTicket::Run Line: 564 Module: Kernel::System::PostMaster::Run Line: 368 Module: Kernel::System::MailAccount::POP3::Fetch Line: 216 Module: Kernel::System::MailAccount::MailAccountFetch Line: 441 Module: main::Fetch Line: 171 Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl Line: 85 Through some astute reading, I know this error is triggered from line 426 (actually from ln428) of the backend.pm file, but that doesn't help me narrow down the cause. Stepping through these other files hasn't led me to the answer, except to be fairly convinced it is the problem. Dynamic fields defined in the system include, (source module) name of field: (KIX4OTRS) KIXFAQEntry (?) ProcessManagementProcessID (?) ProcessManagementActivityID (ITSMCore) ITSMCriticality (ITSMCore) ITSMImpact (SystemMonitoring) TicketFreeText1 (SystemMonitoring) TicketFreeText2 (SystemMonitoring) ArticleFreeText1 Invalidating some of these fields makes no difference, the error occurs. Probably no surprise there, if it needs the field, it needs the field. I have tried with both SenderFrom and EnvelopeFrom set and unset, no difference. What could be causing auto-replies to not be generated? What other investigative paths should I take? I am hitting a brick wall here, I can't see anything wrong with the configs except the error about dynamic fields but I cannot be even sure that is related. The auto-response is simple, plain text, doesn't even use any OTRS fields during the testing I am doing. Any advice, guidance or direction on restoring the missing auto-reply functionality would be great! Cheers Rob Shears.

1 6

Limit help desk access
by Edson Richter 24 Nov '15

24 Nov '15

Hi! Is there any way to implement such configuration scenario? 1) Help desk employees and technicians can access OTRS from our Remote Desktop Server only (it can be a source IP address check) 2) Customers can access from anywhere I believe this could be achieved in two ways: 1) In user configuration, set IP address restriction (better, IMHO). If the configuration is empty, then it can Access from anywhere. 2) Customizing the code for each restricted page (which ones?), except pages customer would have access to. Has anyone tried anything similar? Any tips on how to achieve that? Thanks, -- Atenciosamente, Edson Carlos Ericksson Richter

4 6

Troubleshoot Insufficient Rights error
by Saunders, Eric 24 Nov '15

24 Nov '15

I have an Activity Dialog that I would like to update the ticket Owner to whomever is completing the dialog. The Required Lock property seems to do exactly what I want. However, if I open the dialog and before completing it click "Undo & close window" I get an Insufficient Rights error: Message: We are sorry, you do not have permissions anymore to access this ticket in its current state. At this point I am the ticket owner with full rw permissions on the queue in which the ticket resides. And I can go back to the zoom view for the ticket and complete other dialogs, so the permissions issue seems to be localized to just this "undo" action. I thought it might have something to do with the Permission property of the Activity Dialog but none of the various settings I've tried have made any difference. There is also no indication in the System Log what might be causing the error. CentOS 6.x OTRS 4.0.13 Appreciate any assistance. +Eric

1 0

OTRS CMDB search and CIAttributeCollection
by Raul Orav 24 Nov '15

24 Nov '15

Hello, Please give me some advice. I’m stuck. I upgraded just to OTRS 5.0.3. It seems that when using CIAttributeCollection then CMDB search window doesn’t work - it’s not possible to select “Additional filters”. For example when I want to search by CI name - I can’t select by name. This “+” doesn’t work. By the way - I have noticed that I can’t work without “CIAttributeCollection” - after upgrading (tried 5.0 and 5.0.1 also) CMDB doesn’t work without “ CIAttributeCollection”. If I remember correctly - the same issue was when upgraded to OTRS 4 also. If I remove “ CIAttributeCollection” then everything works, until some time or until I restart Apache2 - then I get “Internal server error”. It looks like I’m not able to remove “ CIAttributeCollection” completely. Either there is a javascript error or … > Internal server error message: > > Internal Server Error > The server encountered an internal error or misconfiguration and was unable to complete your request. > Please contact the server administrator, info(a)visioline.ee <mailto:info@visioline.ee> and inform them of the time the error occurred, and anything you might have done that may have caused the error. > More information about this error may be available in the server error log. > > And after restarting Apache2 or after some time removing CIAttributeCollection: > > RemoteAddress: 10.199.1.1 > RequestURI: /otrs/index.pl?Action=AgentITSMConfigItem > > Traceback (10503): > Module: Kernel::System::ObjectManager::_DieWithError Line: 533 > Module: Kernel::System::ObjectManager::_ObjectBuild Line: 200 > Module: Kernel::System::ObjectManager::Get Line: 180 > Module: Kernel::System::ITSMConfigItem::XML::XMLValueLookup Line: 54 > Module: Kernel::Output::HTML::ITSMConfigItem::OverviewSmall::_XMLData2Hash Line: 567 > Module: Kernel::Output::HTML::ITSMConfigItem::OverviewSmall::Run Line: 330 > Module: Kernel::Output::HTML::Layout::ITSMConfigItem::ITSMConfigItemListShow Line: 580 > Module: Kernel::Modules::AgentITSMConfigItem::Run Line: 306 > Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 > Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 > 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 > > [Tue Nov 24 17:20:02 2015] [error] Kernel::System::ITSMConfigItem::XML::Type::CIAttachment could not be loaded: Can't locate Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm in @INC (@INC contains: /usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 . /etc/apache2) at /opt/otrs//Kernel/System/ObjectManager.pm line 191.\n at /opt/otrs//Kernel/System/ObjectManager.pm line 537\n\tKernel::System::ObjectManager::_DieWithError('Kernel::System::ObjectManager=HASH(0xf80a4d20)', 'Error', 'Kernel::System::ITSMConfigItem::XML::Type::CIAttachment could...') called at /opt/otrs//Kernel/System/ObjectManager.pm line 200\n\tKernel::System::ObjectManager::_ObjectBuild('Kernel::System::ObjectManager=HASH(0xf80a4d20)', 'Package', 'Kernel::System::ITSMConfigItem::XML::Type::CIAttachment') called at /opt/otrs//Kernel/System/ObjectManager.pm line 180\n\tKernel::System::ObjectManager::Get('Kernel::System::ObjectManager=HASH(0xf80a4d20)', 'Kernel::System::ITSMConfigItem::XML::Type::CIAttachment') called at /opt/otrs//Kernel/System/ITSMConfigItem/XML.pm line 54\n\tKernel::System::ITSMConfigItem::XML::XMLValueLookup('Kernel::System::ITSMConfigItem=HASH(0xf93f9400)', 'Item', 'HASH(0xfa015a58)', 'Value', '') called at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/OverviewSmall.pm line 567\n\tKernel::Output::HTML::ITSMConfigItem::OverviewSmall::_XMLData2Hash('Kernel::Output::HTML::ITSMConfigItem::OverviewSmall=HASH(0xf9...', 'XMLDefinition', 'ARRAY(0xfa014218)', 'XMLData', 'HASH(0xfa0342f8)') called at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/OverviewSmall.pm line 330\n\tKernel::Output::HTML::ITSMConfigItem::OverviewSmall::Run('Kernel::Output::HTML::ITSMConfigItem::OverviewSmall=HASH(0xf9...', 'ShowColumns', 'ARRAY(0xf8c524a8)', 'View', 'Small', 'Filter', 36, 'LinkPage', 'Filter=36;View=;SortBy=Number;OrderBy=Down;', ...) called at /opt/otrs//Kernel/Output/HTML/Layout/ITSMConfigItem.pm line 580\n\tKernel::Output::HTML::Layout::ITSMConfigItem::ITSMConfigItemListShow('Kernel::Output::HTML::Layout=HASH(0xf8323f38)', 'ConfigItemIDs', 'ARRAY(0xf94a3e70)', 'Total', 135, 'View', '', 'Filter', 36, ...) called at /opt/otrs//Kernel/Modules/AgentITSMConfigItem.pm line 306\n\tKernel::Modules::AgentITSMConfigItem::Run('Kernel::Modules::AgentITSMConfigItem=HASH(0xf935e258)') called at /opt/otrs//Kernel/System/Web/InterfaceAgent.pm line 1041\n\tKernel::System::Web::InterfaceAgent::Run('Kernel::System::Web::InterfaceAgent=HASH(0xf84ec030)') called at /opt/otrs/bin/cgi-bin/index.pl line 40\n\tModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler('Apache2::RequestRec=SCALAR(0xf7c7d808)') called at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 204\n\teval {...} called at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 204\n\tModPerl::RegistryCooker::run('ModPerl::Registry=HASH(0xf7e95570)') called at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 170\n\tModPerl::RegistryCooker::default_handler('ModPerl::Registry=HASH(0xf7e95570)') called at /usr/lib/perl5/ModPerl/Registry.pm line 31\n\tModPerl::Registry::handler('ModPerl::Registry', 'Apache2::RequestRec=SCALAR(0xf7c7d808)') called at -e line 0\n\teval {...} called at -e line 0\n > > > CIAttributeColletion info: 5.0.0 > > SYSlog in OTRS: > > Tue Nov 24 17:39:09 2015 error OTRS-CGI-10 Kernel::System::ITSMConfigItem::XML::Type::CIAttachment could not be loaded: Can't locate Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm in @INC (@INC contains: /usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 . /etc/apache2) at /opt/otrs//Kernel/System/ObjectManager.pm line 191. > > Uninstall log: > > Code: > $Kernel::OM->Get('var::packagesetup::ITSM_CIAttributeCollection')->CodeUninstall(); > > > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine new redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 55. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeInstall redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 72. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeReinstall redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 92. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeUpgrade redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 109. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeUninstall redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 125. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 538. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xF5" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 540. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xFC" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 542. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 546. > Notice: Removed file: /opt/otrs/ITSM-CIAttributeCollection.sopm > Notice: Removed file: /opt/otrs/doc/CHANGES_ITSM-CIAttributeCollection.md > Notice: Removed file: /opt/otrs/doc/en/ITSM-CIAttributeCollection.pdf > Notice: Removed file: /opt/otrs/doc/en/USAGE_itsm-ciattributecollection.pod > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentCIClassSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentQueueSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentServiceSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentAttachmentStorage.pm > Notice: Recovered: /opt/otrs/Kernel/Modules/AgentAttachmentStorage.pm.save > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentCustomerCompanySearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentCustomerUserCompanySearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentITSMCITicketSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentSLASearch.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentCIClassSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentQueueSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentServiceSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentCustomerCompanySearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentCustomerUserCompanySearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentUserSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentITSMCITicketSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentSLASearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCIACCustomerCompany.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCustomerUserCompany.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutDummyX.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutDynamicField.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutEncryptedText.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutUser.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCIClassReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutQueueReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutServiceReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutTextLink.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutTicketReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutTypeReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutSLAReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CIClassReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/QueueReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/ServiceReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CIACCustomerCompany.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CustomerUserCompany.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/DummyX.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/DynamicField.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/User.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/EncryptedText.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/TextLink.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/TicketReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/TypeReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/SLAReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/Event/CIClassReference_RefreshLinks.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/Event/ServiceReference_RefreshLinks.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/Event/TicketReference_RefreshLinks.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMCIAttributCollectionUtils.pm > Notice: Removed file: /opt/otrs/Kernel/System/CIAttachmentStorage/AttachmentStorage.pm > Notice: Removed file: /opt/otrs/Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm > Notice: Removed file: /opt/otrs/Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.CIClassSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.ServiceSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.QueueSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.CustomerCompanySearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.CustomerUserCompanySearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.UserSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.ITSMCITicketSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.SLASearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/ITSM.Agent.ConfigItem.Search.CIAttrColl.js > Notice: Removed file: /opt/otrs/Kernel/Config/Files/CIAttributeCollection.xml > Notice: Removed file: /opt/otrs/Kernel/Config/Files/AttachmentStorage.xml > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentAttachmentStorage.pm > Notice: Removed file: /opt/otrs/Kernel/Language/de_AttachmentStorage.pm > Notice: Removed file: /opt/otrs/Kernel/Language/de_ITSMCIAttributeCollection.pm > Notice: Removed file: /opt/otrs/var/packagesetup/ITSM_CIAttributeCollection.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm > > Installing ITSM_CIAttributeCollection: > > RemoteAddress: 10.199.1.1 > RequestURI: /otrs/index.pl > > Traceback (11342): > Module: Kernel::System::Package::_Database Line: 2766 > Module: Kernel::System::Package::PackageInstall Line: 590 > Module: Kernel::Modules::AdminPackageManager::_InstallHandling Line: 1848 > Module: Kernel::Modules::AdminPackageManager::Run Line: 1235 > Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 > Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 > 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 > > Notice: ALTER TABLE attachment_dir_preferences ADD CONSTRAINT FK_attachment_dir_preferences_attachment_directory_id_id FOREIGN KEY (attachment_directory_id) REFERENCES attachment_directory (id) > Code: > $Kernel::OM->Get('var::packagesetup::ITSM_CIAttributeCollection')->CodeInstall(); > > > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 538. > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xF5" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 540. > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xFC" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 542. > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 546. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine new redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 53. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine OutputStringCreate redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 81. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine FormDataGet redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 171. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine InputCreate redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 243. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine BuildAttachmentModification redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 326. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine BuildAttachmentPresentation redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 387. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine SearchFormDataGet redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 438. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine SearchInputCreate redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 487. > [Tue Nov 24 18:10:50 2015] AttachmentStorageDB.pm: Subroutine new redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm line 58. > [Tue Nov 24 18:10:50 2015] AttachmentStorageDB.pm: Subroutine AttachmentAdd redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm line 83. > [Tue Nov 24 18:10:50 2015] AttachmentStorageDB.pm: Subroutine AttachmentGet redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm line 162. > [Tue Nov 24 18:10:50 2015] AttachmentStorageDB.pm: Subroutine AttachmentGetRealProperties redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm line 247. > [Tue Nov 24 18:10:50 2015] AttachmentStorageFS.pm: Subroutine new redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm line 57. > [Tue Nov 24 18:10:50 2015] AttachmentStorageFS.pm: Subroutine AttachmentAdd redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm line 83. > [Tue Nov 24 18:10:50 2015] AttachmentStorageFS.pm: Subroutine AttachmentGet redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm line 142. > [Tue Nov 24 18:10:50 2015] AttachmentStorageFS.pm: Subroutine AttachmentGetRealProperties redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm line 221. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine new redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 52. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine ValueLookup redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 76. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine StatsAttributeCreate redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 112. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine ExportSearchValuePrepare redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 151. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine ExportValuePrepare redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 168. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine ImportSearchValuePrepare redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 238. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine ImportValuePrepare redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 259. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine new redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 59. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine AttachmentStorageGetDirectory redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 106. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine AttachmentStorageGet redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 181. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine AttachmentStorageGetRealProperties redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 240. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine AttachmentStorageAdd redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 278. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine AttachmentStorageSearch redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 425. > > >

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Moving new ticket to another queue
by Rose Dowson 23 Nov '15

23 Nov '15

Hi, I want to move a new ticket to another queue, but this queue is administrated by administrators only so the users can't see it. There is anyone who knows a solution or have a script? Thank you for your help. Regards.

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Re: [otrs] System Monitoring Acknowledgement Characters - %0D
by LQ Marshall 21 Nov '15

21 Nov '15

John - Welcome back. Haven't seen anyone respond to this one so thought is share my half cent . The %0F is encoded carriage return (ran into this with a client a while back). Id guess that it's it in the script my mistake. Rewrite the line from scratch and save the file. Don't remember exactly where/which but should be under the etc folder, somewhere. L. Marshall -------- Original message -------- From: John O'Neill <john.oneill.ie(a)gmail.com> Date: 11/20/2015 07:19 (GMT-05:00) To: otrs(a)otrs.org Subject: [otrs] System Monitoring Acknowledgement Characters - %0D Hi All, Firstly forgive me if this has been asked already, I have looked around but cant seem to find a conclusive answer to the question, I am coming back to OTRS after some years out so I may as well be a noob. We have OTRS up and running and Nagios is sending in alerts and clearing them down when they issue resolves in Nagios so all is well on that front. The problem we have is that when we lock the ticket it is supposed to send an acknowledgement to Nagios, - I can see this in the Nagios logs but the problem is that we are seeing some characters inserted after the hostname which is stoping the command executing, it looks like the following /nagios/cgi-bin/cmd.cgi?cmd_typ=33&cmd_mod=2&host=rimdub-dummy-03.rim.local%0D I cannot for the life of me figure out where the %0D is coming from, if anyone out there has seen this before I would really appreciate a pointer on how to get around this issue Many thanks, John --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

2 1