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Generic REST Interface TicketUpdate function with python
by Michael Ablassmeier 28 Nov '14

28 Nov '14

hi guys, im playing around with the new REST Interface struggling to find out how to pass valid data to the TicketUpdate function. I can read the TicketData with the TicketGet function without any problems, but fail to update any ticket information. I have registered the WS as following: > --- > Debugger: > DebugThreshold: debug > TestMode: '0' > Description: '' > FrameworkVersion: 4.0.1 > Provider: > Operation: > TicketGet: > Description: '' > MappingInbound: > Type: Simple > MappingOutbound: > Type: Simple > Type: Ticket::TicketGet > TicketUpdate: > Description: '' > MappingInbound: > Type: Simple > MappingOutbound: > Type: Simple > Type: Ticket::TicketUpdate > Transport: > Config: > KeepAlive: '' > MaxLength: '20000000' > RouteOperationMapping: > TicketGet: > Route: /TicketGet/:TicketID > TicketUpdate: > RequestMethod: > - POST > Route: /TicketUpdate/:TicketID > Type: HTTP::REST > RemoteSystem: '' > Requester: > Transport: > Type: ' And i try to access the TicketUpdate Function via python, short snipped like this: <imports> > ticketdata = dict( > UserLogin='username', > Password='username', > Data=dict( > Ticket=dict( > Title='changeme' > )) > ) > url = 'http://myotrs/otrs/nph-genericinterface.pl/Webservice/Test/TicketUpdate/100…' > r = requests.post(url, params=ticketdata) > print r.content And the TicketUpdate function returns like: > {"TicketNumber":"2014112680000111","TicketID":"10017"} but does not change anything in the Ticket and does not error out. Looking at the debugger it seems clear that not all data is passed in my post request: > Incoming data before mapping (2014-11-27 10:41:34, debug) > $VAR1 = { > 'Data' => 'Ticket', > 'Password' => 'username', > 'RequestMethod' => 'POST', > 'TicketID' => '10017', > 'UserLogin' => 'username' > }; > Incoming data after mapping (2014-11-27 10:41:34, debug) > $VAR1 = { > 'Data' => 'Ticket', > 'Password' => 'username', > 'RequestMethod' => 'POST', > 'TicketID' => '10017', > 'UserLogin' => 'username' > }; but i struggle to find out how to pass it rightfully? Passing a json.dumps() generated data string will error out and urlencoding seems not the right way. Can someone give me a pointer here? Thanks! -- Michael Ablassmeier Senior Support Engineer Ziegelstrasse 1 D-83629 Weyarn Fon +49 (0) 80 20 / 180-0 Fax +49 (0) 80 20 / 180-666 Mail support(a)sep.de Web http://www.sep.de

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How multiple authentication and identity backends for agents and customers work
by Bogdan Iosif 27 Nov '14

27 Nov '14

Hi, This email is an extended documentation of how multiple authentication and identity backends for agents and customers work. The information herein was tested on OTRS 3.3.7. I decided to publish it after parsing through a lot of useless Internet search results about the subject and ultimately having to explore the source code to figure out how things work. I wrote the doc while setting up 2 backend types: DB and LDAP To be able to use this documentation you need to know how to configure OTRS via Config.pm and to understand how OTRS works out of the box using the DB backend type for its authentication / identity info needs. HTH someone. Regards, Bogdan - OTRS supports multiple types of backends (e.g. DB and LDAP (WinAD)) - OTRS distinguishes between backends used for agents and backends used for customers - OTRS distinguishes between backends used for authentication and backends used for identity info / details - Using a backend for authentication means verifying given credentials with the backend to ensure they are valid - Using a backend for identity info means: - Using a given agent / customer id (but not its password) to retrieve from the backend detailed info about this identity (e.g. retrieve first name, last name, address, email, etc.) - Searching and retrieving identity info for a set of agent / customer identities from the backend - Up to 11 backends of varying types are supported for each of the following: - Agent authentication, Agent identity info, Customer authentication, Customer identity info - Correlating configurations with multiple physical backends - Having a different configuration for an agent / customer authentication backend vs. an identity info backend is a niche case. Usually, the same physical backend needs to be configured at least twice, once for authentication and once for identity info. When the same physical backend is used for both agents and customer it needs to be configured four times (each in slightly different ways). - When more than one physical backend needs to be used (e.g. DB + LDAP) care must be taken to configure them in the same order each time to avoid inexplicable behavior - Configuring backends for agent authentication - Each backend is configured by specifying a set of settings (available in Defaults.pm) with names like: - {AuthModule*}, {'AuthModule::%{DB|LDAP|...}%::%SettingShortName%*'} - The settings for the first configured backend appear with names as found in Defaults.pm - Settings for additional backends appear by duplicating the initial setting set and modifying their names - Choose a number between 1..10 to identify the additional set - Modify all duplicated setting names by appending the set number to their name - e.g. For original set: {AuthModule}, {'AuthModule::%{DB|LDAP|...}%::%SettingShortName%'} ... - e.g. For set 1: {AuthModule1}, {'AuthModule::%{DB|LDAP|...}%::%SettingShortName%1'} ... - Each configured backend must specify if it's paired with a backend for identity info - The configuration setting set contains a setting named like 'AuthSyncBackend*' having either the empty value or values like 'AuthSyncBackend*' - The empty value ('') means this backend is not paired with an identity info backend and no sync must be attempted after agent login - The value 'AuthSyncBackend' means this backend is paired with the identity info backend specified through the settings set named like {AuthSyncModule}, {'AuthSyncModule::%{DB|LDAP|...}%::%SettingShortName%'} ... and a sync must occur after agent login - The value 'AuthSyncBackend1' means this backend is paired with the identity info backend specified through the settings set named like {AuthSyncModule1}, {'AuthSyncModule::%{DB|LDAP|...}%::%SettingShortName%1'} ... and a sync must occur after agent login - etc. - Configuring backends for agent identity info - Each backend is configured by specifying a set of settings (available in Defaults.pm) with names like: - {AuthSyncModule*}, {'AuthSyncModule::%{DB|LDAP|...}%::%SettingShortName%*'} - The settings for the first configured backend appear with names as found in Defaults.pm - Settings for additional backends appear by duplicating the initial setting set and modifying their names - Choose a number between 1..10 to identify the additional set - Modify all duplicated setting names by appending the set number to their name - e.g. For original set: {AuthSyncModule}, {'AuthSyncModule::%{DB|LDAP|...}%::%SettingShortName%'} ... - e.g. For set 1: {AuthSyncModule1}, {'AuthSyncModule::%{DB|LDAP|...}%::%SettingShortName%1'} ... - Agent identity info is retrieved (synched) after every successful authentication and stored in OTRS' DB - After sync, identity info is used directly from OTRS' DB where it's stored in a single table and relationally referenced from wherever else it's needed - To refresh the identity info known to OTRS about an agent X, the X agent needs to logout and login again - Configuring backends for customer authentication - Each backend is configured by specifying a set of settings (available in Defaults.pm) with names like: - {Customer::AuthModule*}, {'Customer::AuthModule::%{DB|LDAP|...}%::%SettingShortName%*'} - The settings for the first configured backend appear with names as found in Defaults.pm - Settings for additional backends appear by duplicating the initial setting set and modifying their names - Choose a number between 1..10 to identify the additional set - Modify all duplicated setting names by appending the set number to their name - e.g. For original set: {Customer::AuthModule}, {'Customer::AuthModule::%{DB|LDAP|...}%::%SettingShortName%'} ... - e.g. For set 1: {Customer::AuthModule1}, {'Customer::AuthModule::%{DB|LDAP|...}%::%SettingShortName%1'} ... - Configuring backends for customer identity info - Each backend is configured by specifying a setting (available in Defaults.pm) named like {CustomerUser*} - The setting for the first configured backend appears with the same name as found in Defaults.pm - Settings for additional backends appear by duplicating the initial setting and modifying its name - Choose a number between 1..10 to identify the additional setting - Modify the duplicated setting name by appending the set number to its name - e.g. For original: {CustomerUser} - e.g. For set 1: {CustomerUser1} - Customer identity info is dynamically retrieved from the backend whenever it's needed and then cached in memory / disk for a while - Some customer identity info may get replicated in OTRS' DB. In particular, customer's email will be used / captured in ticket history and articles. In some cases problems may occur if key identity info changes in the backend. - To ensure a refresh of the identity info known to OTRS about a customer X, the agent / customer Y using the customer X identity info needs to logout and login again

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GenericAgent doesn't delete tickets
by Ralf Hildebrandt 27 Nov '14

27 Nov '14

I created a generic agent to delete some old, unneeded tickets. The system reports: 6901 Tickets sind betroffen! Was wollen Sie tun? Warnung: Sie verwenden die Option LÖSCHEN. Alle gelöschten Tickets gehen verloren! Job bearbeiten Job ausführen oder Abbrechen Clicking on "Job ausführen" invokes: https://otrs.charite.de/otrs/index.pl?Action=AdminGenericAgent;Subaction=Ru…; which returns immediately, not deleting anything. Prior to that I executed the SAME job (on about 10.000 tickets), which obviously didn't delete all 10.000 but "only" 3.000 -- 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

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How to shut down OTRS on Debina 7
by amatijasec＠gmail.com 25 Nov '14

25 Nov '14

Hi, What is the proper way to shut down/start OTRS 3.3.x system (installed from source) on Debian 7. Example of what I am trying to accomplish: " linux:~ # rcotrs restart-force Shutting down OTRS Disable /opt/otrs/bin/otrs.PostMaster.pl ... done. no crontab for otrs Shutting down cronjobs ... failed! Shutting down OTRS (completely) Shutting down Apache ... done. Shutting down MySQL ... done. done Starting OTRS (completely) Starting Apache ... done. Starting MySQL ... done. Starting OTRS Checking Apache ... done. Checking MySQL ... done. Checking database connect... (It looks Ok!). Enable /opt/otrs/bin/otrs.PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://linux.example.com/otrs/index.pl <<-- done done linux:~ # " Thank you.

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Unicode encoding problems in the agent frontend
by Tim Schumacher 25 Nov '14

25 Nov '14

Hi folks, I wanted to give OTRS 4.0 a spin, so I made a backup of my test instance and checkout the the rel-4.0 branch and followed the update instructions. I was using 3.3 previously where I had not the followig problems. I'm running OTRS behind fastcgiwrap behind nginx, which also is working flawless. My problem is, that the generated HTML garbles up all the unicode characters as you can see in this screenshot (for Example under 'Ticket-Einstellungen', 'Agenten-Benachrichtigungen): https://picdump.datenknoten.me/060e60cbb676db5500344e38c97dad5b0a83b1e5b2a5… This also includes customer correspondences. The Database is configured correctly I think: Name | Owner | Encoding | Collate | Ctype | Access privileges ------+-------+----------+-------------+-------------+------------------- otrs | otrs | UTF8 | en_GB.UTF-8 | en_GB.UTF-8 | Is there anything else I may have missed? greetings Tim

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Re: [otrs] OTRS DS mobile app iOS 8.1
by Jan.Dreyer＠bertelsmann.de 25 Nov '14

25 Nov '14

Hey Scott. I just switched from Android/Cyanogen mod running OTRS DS mobile to iOS 8.1 running same company's iOS version of the app. So far the only issue encountered is the cursor is invisible when tying typing text on the app. Where can the cursor color for a mobile device/app be changed on the OTRS Admin dashboard? I don’t think this is the appropriate place to ask. Afaik "OTRS DS" uses the JSON interface that OTRS offers. This way it does not rely on the editor OTRS provides but has it own. So you should direct this question to their support team. Regards — Jan Dreyer IT Administrator — Operations — A-SCM-IT NMD Expert ________________________________ This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the information in this email is strictly forbidden.

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OTRS DS mobile app iOS 8.1
by Scott R. Morgan 24 Nov '14

24 Nov '14

I just switched from Android/Cyanogen mod running OTRS DS mobile to iOS 8.1 running same company's iOS version of the app. So far the only issue encountered is the cursor is invisible when tying typing text on the app. Where can the cursor color for a mobile device/app be changed on the OTRS Admin dashboard? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group http://www.mamafus.com<http://www.mamafus.com/> Sent from my iPhone

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Upgrading from 3.1.21 to 3.3.10
by Muhammad El-Sergani 24 Nov '14

24 Nov '14

Hello everyone, We wanted to upgrade our 3.1.21 to 3.3.10. Any intermediate upgrades required first? Thanks //M

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LoopProtectionModule - DB or FS?
by Antonio Matijašec 21 Nov '14

21 Nov '14

Hi, If I set "*Ticket::StorageModule"* to "*ArticleStorageFS*", do I need to change "*LoopProtectionModule"* from "*DB"* to "*FS*"? Thank you.

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OTRS ITSM and Standard
by Finetti, Stefano 19 Nov '14

19 Nov '14

Hello everyone. I know this may be a stupid question, but I didn't find any specific answer, so... I have now a standard OTRS without the ITSM features, my employees use it for our Customer Service. Since we also have an IT Department who (i think) would benefit from the structure of OTRS, i was wondering about installing the ITSM module on the same installation of Customer Service OTRS (in order to share customer database, and configurations). Can OTRS still be used as "normal" after ITSM module installations? Or the usage will be affected even for queues and services that are not IT related? Thanks in advance -- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* *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 Skype: *ssfinetti* Mobile: +39 348.38.58.165 -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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OTRS email to root user
by Marco Borsani 19 Nov '14

19 Nov '14

Hi all, Often my root user receives this email: ---------- ERROR: OTRS-otrs.GenericAgent.pl-70 Perl: 5.10.1 OS: linux Time: Tue Nov 18 12:00:02 2014 Message: No TypeID for 1 found! Traceback (18779): Module: Kernel::System::Type::TypeLookup (OTRS 3.3.9) Line: 383 Module: Kernel::System::Ticket::TicketGet (OTRS 3.3.9) Line: 1214 Module: Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue::Run (OTRS 3.3.9) Line: 45 Module: (eval) (OTRS 3.3.9) Line: 1326 Module: Kernel::System::GenericAgent::_JobRunTicket (OTRS 3.3.9) Line: 1321 Module: Kernel::System::GenericAgent::JobRun (OTRS 3.3.9) Line: 521 Module: main::ExecuteConfigJobs (unknown version) Line: 170 Module: /opt/otrs/bin/otrs.GenericAgent.pl (unknown version) Line: 149 ---------- Any idea ? Regards Marco Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Mathias Bräunling Inviato: martedì 18 novembre 2014 12:50 A: otrs(a)otrs.org Oggetto: Re: [otrs] OTRS Appliance Errors Hi, if you are still struggling with this issue: Try either a) the OTRS appliance (from otrs.com) or b) use the Turnkey LAMP Stack instead and install OTRS there (so basically what Lars is suggesting) You might also consult the documentation here: http://otrs.github.io/doc/index.html --Mathias Hi Scott, I may have been unclear in my first message. What I meant was: If you don’t have a specific need for a turnkey solution, then do it yourself. Get a Linux server running and install OTRS on it. It’s not hard at all. The errors you are experiencing are not usual OTRS errors, hence nobody has helped you with them. Lars > Den 07/10/2014 kl. 15.49 skrev Scott R. Morgan <smorgan(a)mamafus.com<mailto:smorgan@mamafus.com>>: > > The TurnkeyLinux Amazon Appliance I am using is a Debian Wheezy install using standard aptitude packages. This VM is supposed to work out of the box but it obviously doesn’t. I am trying to stomp errors out as I see them: > In OTRS Error Log: > OTRS-CGI-10 No plain article (article id 66) in database! > and > “/etc/ssl/certs not writable!” > > Any help pointing me in the right direction to fix these would be most appreciated > > > - - - - - - - - - - > Thank you! > > Scott R. Morga n > > > From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen > Sent: Tuesday, October 07, 2014 3:21 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] OTRS Appliance Errors > > 2014-10-06 19:56 GMT+02:00 Scott R. Morgan <smorgan(a)mamafus.com<mailto:smorgan@mamafus.com>>: > I am on my second different aws OTRS appliance (previously JumpBox now TurnkeyHub OTRS) and am still having a heck of a time getting a functional system setup. > > Are you choosing the appliance for at specific reason? OTRS is not too hard to get running, at least on a system supporting RPM packages. Amazon's own AMI Linux is built on RedHat/CentOS and has the RPM system. You could be up and running just by downloading the RPM package from otrs.com and installing it. (As far as I remember, it's been a while). > > > Lars > > --------------------------------------------------------------------- > 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 -- Lars --------------------------------------------------------------------- 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 -- This message has been checked by ESVA and is believed to be clean.

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OTRS: Agent Notifications
by Marco Borsani 19 Nov '14

19 Nov '14

Hi all I am newbie in OTRS, I don't find a solution to send an email to the queue agents when one of them add a note to a ticket. I supposed "Agent Notifications" should do this, but nothing arrive. How can I do it ? Regards Marco Borsani Technical Delivery Manager Datacenter Division L.S. Advanced Software Srl [marchio-LS_piccolo] [logo_hakatech_2]

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OTRS Appliance Errors
by Scott R. Morgan 18 Nov '14

18 Nov '14

I am on my second different aws OTRS appliance (previously JumpBox now TurnkeyHub OTRS) and am still having a heck of a time getting a functional system setup. I am currently running a TurnkeyLinux appliance and I am getting "/etc/ssl/certs not writable!" errors in the log when I try to reply to a ticket. OTRS is running as user: otrs group:www-data Do I need to permanently add write access to the /etc/ssl/cert/ folder for user otrs or www-data/ or is this something that I just need to allow to be able to complete configuration setup? Scott R. Morgan - - - - - - - - - - Thank you! Scott R. Morgan

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Re: [otrs] [Ticket#2014092983000016] Notification to customer on move event
by Mathias Bräunling 18 Nov '14

18 Nov '14

Hi, who is the customer? Is it yourself? Event Based Notifications do not work, if the agent and customer user have the same email address. --Mathias 17/10/2014 20:20 - Lars Jørgensen wrote: > To do what you need use Notification event and chose Customer as destination for your especific event. That’s exactly what I did: 1. I have created a new event in "Admin -> Notifications (Event)". 2. In "Events" I have selected "TicketQueueUpdate". 3. In "Ticket Filter" I have selected the queue, that the ticket will be moved into. 4. In "Recipient" I have selected "Customer". 5. Finally, in "Notification" I have just entered "test" in both subject and text. It just doesn’t work. Does it work for you? -- Lars --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: [1]http://otrs.org/ Archive: [2]http://lists.otrs.org/pipermail/otrs To unsubscribe: [3]http://lists.otrs.org/cgi-bin/listinfo/otrs [1] http://otrs.org/ [2] http://lists.otrs.org/pipermail/otrs [3] http://lists.otrs.org/cgi-bin/listinfo/otrs

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Customer mail address wrong since update to 3.3.10
by Daniel Litzbach 17 Nov '14

17 Nov '14

Hi all, since updating to 3.3.10 last Friday, I have a problem with OTRS running on OpenSuse. When making a reply to a customer's message, the mail address of the customer is encapsulated by HTML " tags like this: [cid:image001.png@01D00241.B7500970] I am able to delete the mail address from the list and add it again, then I don't have any "quotes" in the mail address: [cid:image002.png@01D00241.B7500970] Does anyone else have this issue? Any idea where I can fix this and how? Thank you! Regards Daniel Litzbach

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periodicity of escalation notifications
by Mikael Kermorgant 13 Nov '14

13 Nov '14

Hello, I recently activated the default config in the GenericAgent.pm (after several years not having it). As we have several open tickets which have not been answered via otrs, all our team is now receiving lots of notifications every day. As a temporary solution, I've tried to tweak the Job to only receive *one* notification per escalated ticket (otrs currently continues to send notifications for each open ticket wihout answer every day). First problem is that I can't see how to tweak the periodicity of the notification. We receive them every morning around 8:20, despite the crontab running every 20 minutes. This makes it difficult to test my tweakings. Any idea about that ? ============================== %Jobs = ( # GenericAgent job that sends escalation notifications. # Activate this if you want to use these notifications in your system. 'send escalation notifications' => { Escalation => 1, TicketEscalationTimeNewerMinutes => 60, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', }, }, # GenericAgent job that triggers escalation forewarn and escalation start events. # Activate this if you want to use these events in your system. 'trigger escalation events' => { Escalation => 1, TicketEscalationTimeNewerMinutes => 60, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::TriggerEscalationStartEvents', }, }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) ); ===================================== Alas, this did not work. Would you have any idea to make it work as I'd like ? Best regards, -- Mikael Kermorgant

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Sending mail issue with Office365
by info stcas 09 Nov '14

09 Nov '14

Dear All, We are using OTRS in our company for supporting customers. Our office mail server is hosted with Microsoft Office 365. I have no problem to receive emails. But while sending email, it always go out from root@localhost instead of expected configured address. I have configured the SMTP setting in SysConfig -> Core::Sendmail. My configurations are as follows. SendmailModule SMTPLS. SendmailModule::Host smtp.office365.com. SendmailModule::Port 25. SendmailModule::AuthUser user(a)domain.com. SendmailModule::AuthPassword MyPassword. Because of this, the notifications are only sending to SPAM folder while system send it to office365 Domains. The OTRS version is 3.3.9. Kindly help to resolve this. Regards Nix STC

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Re: [otrs] [Ticket#2014103183000036] How to disable all unlock timeouts
by Mathias Bräunling 06 Nov '14

06 Nov '14

Hi, 31/10/2014 23:30 - Mike Morris wrote: I want to make sure that no locked ticket is ever unlocked by the system as a result of a timeout - so that only Agent actions can result in an unlock. unlock times of tickets is a queue setting. You define it in minutes. If you set the unlock time to 0 no unlock will happen. The time is just a trigger as to unlock the ticket. The unlocking itself is done via a the job otrs.UnlockTickets.pl (triggered via cron). --Mathias

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Re: [otrs] otrs Digest, Vol 74, Issue 2
by Mike Morris 04 Nov '14

04 Nov '14

>> I want to make sure that no locked ticket is ever unlocked by the >> system as a result of a timeout - so that only Agent actions can >> result in an unlock. >> >> I've searched in SysConfig for every combination of "(un)lock", >> "time(out)" and "auto(matic)" I can think of, and changed several >> settings... but it still keeps happening. >> > Hi Mike, This is regulated per Queue - "Unlock timeout minutes" - "0 = > no unlock" Regards, Fritz Thank you Fritz!!! I knew I'd be embarrassed :-) However, now I wonder if the SysConfig search works as I assumed. So, for my next dumb question: I still cannot get it to come up in the SysConfig search even knowing the exact field title.... is there an index I need to rebuild, or does SysConfig not search Key names, or some other reason I can't find this value ??? Thanks again, MikeM

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IMAP: Can't process mail, email no 1 is empty!
by rajesh kumar 03 Nov '14

03 Nov '14

Hi I am not able to fetchmail the error is "IMAP: Can't process mail, email no 1 is empty!.." some times the error is "Can't create PID PostMasterMailbox, because it's already running" I cleared the running PostMasterMailbox in Mysql Stopped all cron jobs Changed # set binmode # binmode ($Row, ':utf8'); No jobs running for postmastermailbox I restarted the server also, cleared router also. Still my problem is if the mailbox is empty when i click the fetchmail in GUI its telling finished but when any mails are in mailbox its taking long time and ends up with this error Can't process mail, email no 1 is empty! Pls advise ASAP Thanks in advance Rajesh

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Displaying added CI fields
by Gene Matthews 03 Nov '14

03 Nov '14

Hi, We are pretty new to OTRS. We have it installed (ITSM also) in a test environment. I've been importing CIs into the CMDB successfully and have change the 'Computer' class definition to add some new fields. The new fields are being added and my imports are working; when I do an export I see all the data. What I haven't figured out yet is how to get the new fields and their values to display. When I go to the CMDB overview and double click on a 'Computer' CI, I don't see any of the new fields. How can I update this view so that my new fields are displayed? It looks like it is calling something from AgentITSMConfigItemZoom based upon the URL. Should I be looking under Admin in the web interface for this? Thanks, Gene

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How to disable all unlock timeouts
by Mike Morris 03 Nov '14

03 Nov '14

I'm a bit embarrassed that I haven't been able to find all the relevant setting(s) myself but... I haven't :-( I want to make sure that no locked ticket is ever unlocked by the system as a result of a timeout - so that only Agent actions can result in an unlock. I've searched in SysConfig for every combination of "(un)lock", "time(out)" and "auto(matic)" I can think of, and changed several settings... but it still keeps happening. I've played with settings related to Notification of the timeout unlocks etc... but haven't been able to stop the actual unlocking. The undesired event causes an "Agent::LockTimeout" notification. What critical setting am I missing? (fyi, v3.3.6). Thanks, MikeM

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Web Service, SOAP version and OTRS as requestor
by Marc DeTrano 30 Oct '14

30 Oct '14

I am new to setting up web services and I am trying to setup an Invoker in OTRS to call a method on a remote system to send data on Ticket creation. I ran into a problem where the response returned a VersionMismatch error, becuase the envelope was not an instance of http://www.w3.org/2003/05/soap-envelope. As I understand it, this is the type used with SOAP version 1.2, not 1.1, which by default is used in OTRS and SOAP::Lite. I made some progress by forcing the SOAP::Lite object ($SOAPHandle) to use "->soapversion('1.2')" in Kernel/GenericInterface/Transport/HTTP/SOAP.pm, but I am really doubtful that is the best way to go about solving this issue. Is the SOAP version used by a Web Service configurable somehow and I am just not seeing it? Marc DeTrano

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After Upgrading from OTRS 3.2 to 3.3 Escalation Emails are being sent, even though disabled
by David Hess 30 Oct '14

30 Oct '14

We had disabled our Escalation notification emails a long time ago due to the sheer volume of notifications being sent out. Tickets still Escalate on the dashboard, it just doesn't send emails since that was a nuisance. As far as i am aware, the way we disabled this was to change the queue configuration to notify by '-', which should mean that no notification email is sent out. That setting is still there, however escalation notification emails are being sent. I have tried to poke around in the source to see where this issue might be, but have't figured it out. i do see that some ACL related stuff is being checked at the same time, but i haven't used the ACL feature at all. Anyone else experience similar, or have better advice on other things to check? Regards, Dave

1 0

Panic! No UserData for use
by TC 27 Oct '14

27 Oct '14

Howdy ;) A New Customer of ours has been unable to login to OTRS for the first time :( Mon Oct 27 17:29:13 2014 notice OTRS-CGI-10 Panic! No UserData for user: 'xyz'!!! Mon Oct 27 17:29:13 2014 error OTRS-CGI-10 No UserID found for 'xyz'! Mon Oct 27 17:29:13 2014 error OTRS-CGI-10 No UserID found for 'xyz'! Mon Oct 27 17:29:13 2014 notice OTRS-CGI-10 User: xyz authentication ok (REMOTE_ADDR: SNIPPED). Both the user's Customer acct and CustomerID group exist. We are NOT using LDAP, only RADIUS for authentication. We are using OTRS 3.3.9 on CentOS release 6.5 The user data is stored in the OTRS DB itself. *Thanks in advance for any clues/ideas/suggestions! *

2 2

OTRS Statistics
by Michal Vavak 27 Oct '14

27 Oct '14

Hi, I need to create a stats report that would tell me the number of replies in specified queues. Not only the number of solved tickets, but literally the number of replies - eg. if it takes 4 replies to close a ticket I need the number 4 for that ticket, not count it as 1. Is this possible? If so, how can I setup such report? Thanks a lot. Michal

2 1

OTRS Ideascale license expired
by Sander Goudswaard 20 Oct '14

20 Oct '14

All, I was trying to add my vote to Gerald's idea on changing note types from external to internal, but receive a message that the OTRS license has expired and all activities have been suspended. https://otrsteam.ideascale.com/a/dtd/Allow-changing-article-type-after-crea… Is anyone aware of an alternative, or on the future plans of OTRS with Ideascale? Regards, Sander

2 1

Notification to customer on move event
by Lars Jørgensen 17 Oct '14

17 Oct '14

Hi, This should be really simple, but I can't figure out what I'm doing wrong. I want to send a notification to the customer when her ticket is moved to a specific queue. 1. I have created a new event in "Admin -> Notifications (Event)". 2. In "Events" I have selected "TicketQueueUpdate". 3. In "Ticket Filter" I have selected the queue, that the ticket will be moved into. 4. In "Recipient" I have selected "Customer". 5. Finally, in "Notification" I have just entered "test" in both subject and text. When I move the ticket into the queue selected in (3) above, nothing happens. Do I need to enable something? We're on OTRS 3.3.7 -- Lars

3 6

Reaction Times per SLA and Priority
by Jakob M 17 Oct '14

17 Oct '14

Hello, I am currently evaluating the OTRS Help Desk functionality. During the evaluation I found that it is not possible to set Reactiontimes per SLA and Prio. E.g.: SLA Standard with Prio low: Reaction Time 4 hours between 9AM-5PM SLA Standard with Prio high: ReactionTme 1 hour between 9AM-5PM SLA Standard with Prio Emergency: Reaction Time 1 hour 24/7 Do you guys know any way to realise that? Using one combined SLA like STANDARD_LOW seems to be for me no real workaround, because it will be confusing our users while opening incidents. Hope someone can provide me here some info how this goal could be reached. Thanks in advanced! Jakob

2 1

Sending email from OTRS with elevated priority
by Jefferson Davis 16 Oct '14

16 Oct '14

I'm looking for a way to send the notices, etc on agent responses to users, with a HIGH email priority. I'm not referring to the TICKET priority. We have users that never respond and after checking, I am finding that they are just deleting them. We also send out confirmation responses to new tickets. Those can be normal priority, but any follow up questions/responses from agents would ideally be high priority. Did not see anything in the admin gui to configure this, though I'm happy as a clam tweaking the system from the CLI or editing code. Thanks, -Jeff -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) http://district.standard.k12.ca.us District Users: Click here to report technology issues

3 2

Auto response templates
by Leah Kelly 15 Oct '14

15 Oct '14

Hi - when I change an auto-response to ‘invalid’, why doesn’t it stop sending the auto-response? I have disassociated it from the agent’s queue, and it still will send out. What am I not understanding? How do I turn these off exactly? We use these when our agents are out-of-office, and it’s fine, but when the agent comes back, I can never get the auto-responder to stop. Thank you, Leah

1 0

Authentication failed for customers - Windows 2012 R2 AD LDAP
by Raul Libório 10 Oct '14

10 Oct '14

Hello I have an Active Directory installed on Windows Server 2012 R2. The OTRS can view all users, however, when I try to authenticate, displays error like username or password is incorrect. Does anyone have any tips on how to solve? Thanks Raul Libório http://rauhmaru.blogspot.com/ openSUSE Member | Linux User #4444581

5 8

how to limit the number of ticket for a customer
by Marco Borsani 10 Oct '14

10 Oct '14

Hi all I'd like to set a maximum number of ticket that a customer can open. Different customers with different limits Is it possible? regards Marco Borsani Technical Delivery Manager Datacenter Division L.S. Advanced Software Srl Via San Vincenzo, 2 16121 Genova Italy Phone +39 010 5701262 Mobile +39 392 9744324 Fax +39 010 591883 Email marco.borsani(a)lsweb.it<mailto:marco.borsani@lsweb.it> Web www.lsweb.it<http://www.lsweb.it/> ; www.hakatech.it<http://www.hakatech.it>

1 0

Auto send Statistics by mail weekly
by Marcel Sánchez Toledano 09 Oct '14

09 Oct '14

Hi, I was wondering if in OTRS there is the possibility to send statistics (an export in .CSV format) automatically by mail once a week, for example. Right now, we make a manually extraction every week but we want to automate this process. Thanks! *Marcel Sánchez Toledano*

4 5

Moving OTRS to new server, very slow
by Michael Diederich 09 Oct '14

09 Oct '14

Hi, I'm moving my old OTRS installation to a fresh server. In a later step, I want to upgrade to a newer version. New VM: Fresh Debian stable 64bit, dedicated mysql-server 5.6, OTRS 2.4.12 Old VM: Old Debian stable 32bit, small localhost mysql, OTRS 2.4.12 The old server is quite fast, the new is very slow: Response::Agent: 64s taken (URL:Action=AgentTicketQueue&QueueID=2&View=:mdiederich) Response::Agent: 63s taken (URL:Action=AdminLog:mdiederich) Response::Agent: 64s taken (URL:Action=AgentTicketQueue&QueueID=2&View=:mdiederich) Response::Agent: 64s taken (URL:Action=AdminLog:mdiederich) Response::Agent: 64s taken (URL:Action=AgentTicketQueue&QueueID=2&View=:mdiederich) Response::Agent: 63s taken (URL:Action=AdminLog:mdiederich) Response::Agent: 64s taken (URL:Action=AgentTicketQueue&QueueID=2&View=:mdiederich) Response::Agent: 64s taken (URL:Action=AdminLog:mdiederich) Response::Agent: 64s taken (URL:Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core&SysConfigGroup=Framework&:mdiederich) Response::Agent: 63s taken (URL:Action=AdminLog:mdiederich) Response::Agent: 66s taken (URL:Action=AdminSysConfig&Subaction=Update:mdiederich) Response::Agent: 64s taken (URL:Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core::PerformanceLog&SysConfigGroup=Framework&:mdiederich) # apache2ctl -M Loaded Modules: core_module (static) .... perl_module (shared) I use the apache2-httpd-new.include.conf and modified the otrs-2.4.12/scripts/apache2-perl-startup.pl: use DBD::mysql (); use Kernel::System::DB::mysql; I checked the DNS records, I checked the AdminLog and now I have no other ideas. CheckMXRecord is disabled Thanks for any help. -- Viele Grüße, Michael Diederich

1 2

No plain article (article id 66) in database!
by Scott R. Morgan 06 Oct '14

06 Oct '14

What is causing this error: OTRS-CGI-10 No plain article (article id 66) in database! - - - - - - - - - - Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group

1 0

table virtual_fs
by Steve Clark 03 Oct '14

03 Oct '14

Hi, Can someone tell me what this table is used for. We upgraded from 2.4 to 3.0 to 3.1 to 3.2. We now are trying to upgrade to 3.3 and are getting an error saying the table is not there when we run the DBUpdate-to-3.3.postgresql.sql script. Thanks, -- Stephen Clark

2 1

Allow any agent to respond to a locked/other owners ticket
by Will Sheldon 02 Oct '14

02 Oct '14

Hello OTRSers :) Sometimes a customer will call and an agent other than the assigned will search for and find a ticket. By default all this agent can do is add a note. How do you configure OTRS so any agent can respond, so long as it's a ticket in one of the queues (s)he has access to? Will Sheldon IT Manager Office:604 568 0313 x114 Fax:604 568 0314 Cell:778 689 1244 Skype:will.sheldon <http://skype.appno.net/?skype=will.sheldon&user=will> #300-152 West Hastings Vancouver, BC, V6B 1G8 Canada www.appnovation.com Click here to unsubscribe from further Appnovation communications. <CASLunsubscribe@appnovation.com?subject=Unsubscribe&body=I%27m+sorry+to+hear+that+you+wish+to+unsubscribe,+just+send+this+message+and+we%27ll+remove+you.>

3 3

Number format of FAQ entries
by Christoph Zwerschke 01 Oct '14

01 Oct '14

I was wondering why the FAQ numbers in OTRS all start with "1000", and where this can be changed. Found that it is hard coded in FAQ.pm as SystemID (usually "10") + "00" + ItemID (serial number). Can anybody explain why the FAQ numbers are artificially enlarged that way? It really doesn't seem to make any sense to me, particularly not the hard coded "00". -- Christoph

1 0

Multitanant architecture for OTRS
by Darshak Modi(darshak.modi) 30 Sep '14

30 Sep '14

Hello users, I like to use OTRS for multi-tenant architecture. I want different landing page for different subscriber/organization. What are ways to do the same? Is this can be done using Apache ? Do we need different schema for each tenant? Or different database ? Do we need different otrs directory ? Anyother way to implement so each org. has different page ?

1 0

CI, Services & tickets
by Sebastian Pitei 28 Sep '14

28 Sep '14

Hello all, Quick question: after defining CI, Service and relationships between them I've opened a tichet and linked it to a specific CI. Since I've linked the CI to an issue (hence there's something wrong with that CI), shouldn't OTS change the operational status of that CI to "incident"? Up until now the only solution I've found is lining the CI with the incident and manually going and modifying the IC status from "Operational" to "Incident". Any thoughts on this matter? Thank you, Sebi

1 0

(no subject)
by Sebastian Pitei 25 Sep '14

25 Sep '14

Hi guys, Quick question: I'm trying to link a Configuration Item to a Service so as to specify that "the Service relies on this Configuration Item to work". Obviously I've gone to the service and added a "Depends On" link to the Configuration Item. Does this mean that service "VPN" depends Configuration Item "Router" to work, so that the service itself works? If so, what's the difference between "Required For" and "Depends On"? Thanks, Sebi

2 1

OTRS / First login problem
by Lorenzo Soncini 24 Sep '14

24 Sep '14

I have installed OTRS 3.3.9 without problem on Windows 2008 R2 server and SQL 2008 R2 server. When I try to login for the first time with the user root@localhost I don't receive any error but my browser remain in the login page. (If I use wrong user or password I receive an error.). Also in the log (C:\otrs\OTRS\var\log\otrs.log) I found the line: [Wed Sep 24 14:12:52 2014][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (Method: sha256, REMOTE_ADDR: ::1). [Wed Sep 24 14:15:01 2014][Notice][main::_Status] Scheduler Service status request! PID 2196 [Wed Sep 24 14:15:01 2014][Notice][main::_Status] Scheduler Daemon status request! PID 2196 Any idea? LSo Lorenzo Soncini Infrastructure Project Manager & Solution Architect Mobile +39 333 9788759 ------------------------------------------------------------- ZZ Soft di Stefano Carri & C. S.a.s. Via Campolongo 2/bis - 38068 Rovereto TN Sito internet: www.zzsoft.it<http://www.zzsoft.it> Phone +39 0464 076162 Fax +39 0464 071080 -------------------------------------------------------------

2 2

Cannot add a customer user
by Maila Fatticcioni 24 Sep '14

24 Sep '14

Hello. We have installed and configured OTRS 3.3.8 on an Ubuntu 12.04.02 LTS, using Postgres 8.4 as database backend. Each time we try to create a new customer user we get this kind of error: ----------------------------------------------------------------- otrs ERROR: null value in column "pw" violates not-null constraint ----------------------------------------------------------------- I checked the column of the table customer_user and, indeed, the pw value must be not null. Following the suggestion found at this url: http://lists.otrs.org/pipermail/otrs/2010-November/033772.html I changed the Kernel/Config.pm file and declare the password field as mandatory. This changes the password attribute as I can see from the generated source page: ----------------------------------------------------------------- <label class="Mandatory" for="UserPassword"><span class="Marker">*</span> Password:</label> <div class="Field"><input type="password" id="UserPassword" name="UserPassword" class="W50pc Validate_Required " value="" maxlength="100" /> <div id="UserPasswordError" class="TooltipErrorMessage"><p>This field is required.</p></div> <div id="UserPasswordServerError" class="TooltipErrorMessage"><p>This field is required.</p></div> </div> <div class="Clear"></div> ----------------------------------------------------------------- But this trick doesn't resolve our problem because the password field is still missing in the insert statement as I can see in the database log: ----------------------------------------------------------------- ERROR: null value in column "pw" violates not-null constraint STATEMENT: INSERT INTO customer_user ( title, first_name, last_name, login, email, customer_id, phone, fax, mobile, street, zip, city, country, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( '', 'a', 'b', 'TESTNAME', 'dad(a)example.com', 'sd324', '', '', '', '', '', '', '', '', 1, '2014-09-24 10:42:01', 3, '2014-09-24 10:42:01', 3) ----------------------------------------------------------------- How can we fix this problem? Did I miss some steps of the previous solution? Could it help if I change the attribute of the pw column of the table allowing to insert empty password? Thank you in advance for any help you could give me. Best regards, Maila Fatticcioni

2 2

Missing installer.pl
by Sebastian Pitei 16 Sep '14

16 Sep '14

Hi guys, Quick (maybe stupid) question: I'm trying to install OTRS following the official guide. At some point it says to point your browser to installation.pl, but unfortunately the file isn't there (I've also checked on the webserver). Any ideas? Thank you, Sebastian

3 4

Changing customer sync from local database to AD LDAP on an established system
by Stanford, Philip N. 15 Sep '14

15 Sep '14

Hi I support a couple of OTRS systems (3.2 and 3.3) which have CustomerUser data stored in the normal local database backend. These do however authenticate customers against AD LDAP. I also support another 3.3 system which was set up from the outset so that customers authenticate against AD LDAP, and also use the ‘customer LDAP sync’ feature to extract customer data from AD as needed. I’m now being asked if I can modify the existing production systems that use the local database, to use customer sync from the AD LDAP database instead – this is to avoid having to add new CustomerUsers to the local database manually when they already exist in AD. My suspicion is that I may simply need to remove the ‘local customer database’ section from Config.pm - $Self->{CustomerUser} = { Name => 'Database Backend', … down to the end of the Map [] array and replace it with the relevant lines # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', … and a new Map[] array, as used on the system that already does AD customer sync and has no local customer database entries. I would be grateful for any confirmation that this should work, and that there won’t be any impact on tickets or articles that have already been entered when using the local customer database. Obviously the Map arrays would need to be set up appropriately to pull the correct fields from LDAP. What happens if the local database has been customised to add extra fields that MAY not be present in LDAP – will that cause any problems? Of course I realise that such fields wouldn’t be visible in the ‘Customer Information’ pane for a ticket when customer data was synced from LDAP, but would that be the only effect on existing tickets? It would be good to get some reassurance that things will work as I suspect, before I change the production system. 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. ________________________________

1 0

Accounted Time column in Ticket Overview?
by Lars Jørgensen 11 Sep '14

11 Sep '14

Hi, Is it possible to show accounted time in the ticket overview lists? -- Lars

1 0

OTRS Appliance Postgresql credentials
by Mikola Rose 09 Sep '14

09 Sep '14

Hi list members. What is the default user name and password for postgres on the appliance installation? Mik

2 2

LDAP Authentication
by Nick Lapp 08 Sep '14

08 Sep '14

I have a list of possible LDAP servers in my Config.pm that customers may authenticate against. Is it possible in the Config.pm file to target which LDAP server to use based off of the customers email domain with which they use to login? Currently OTRS has to iterate through each LDAP server which slows the process down and causes a hang if any of the LDAP servers are unavailable. Nick

3 2

Help - how to create multiple knowledge bases (FAQ)
by Brian van Veen 29 Aug '14

29 Aug '14

Hello List! I need help on the following: We want to create multiple knowledge bases, but don`t know how. As an example I want to use FAQ1 for queues A till M and FAQ2 for queues N till Z. Can this be done? If so, please explain. Thanks in advance! Best Regards, Brian van Veen E-mail: bve(a)nakamobile.com Mobile: +44 7937 950 860 Office: +41 81 511 5700

2 1

OTRS on CentOS 7.0
by David Hess 29 Aug '14

29 Aug '14

Is anyone running OTRS on CentOS 7.0? I am currently running OTRS 3.2.16 on CentOS 5 and am looking to upgrade. I would like to jump straight to CentOS 7.0 if possible. I have seen some blog posts talking about using plack to run OTRS since there is no mod_perl available.(see https://www.huntingbears.nl/2013/12/17/no-mod_perl-in-rhel-7-and-centos-7/) And i have also seen that their are some plack pieces in the respository (see https://github.com/OTRS/otrs/blob/master/bin/cgi-bin/app.psgi) but i wonder if this is a worthwhile path to go down. Is anyone else running OTRS with Plack? Would you advise for or against this. Regards, David

3 3

Report on time per project (dynamic field)
by Will Sheldon 29 Aug '14

29 Aug '14

Hello all :) We have a dynamic field added to track project number (if this is the wrong way to add project accounting I’d be happy to know the correct way). We also have time units enabled and made mandatory (Frontend::Agent; Ticket::Frontend::AccountTime - Yes; Ticket::Frontend::NeedAccountedTime - Yes) I’m trying to produce a report covering the last week showing time per project (totals) and time per project broken down by ticket, listing clientID, ticket#, subject and project. Firstly, I have no idea how to do this :( I’ve had a play around with the stats generator to no avail. I’m not even sure if I should be using TimeAccounting or TicketAccountedTime.. Secondly, I’m not sure how to display just time for the last 7 days (some tickets remain open for several weeks and can accrue upwards of 30-40 hours work) If anyone has done this I’d love to have a chat. If anyone can provide support in getting this setup I’d be happy to pay for a little training… Will Sheldon IT Manager Office: 604 568 0313 x114 Fax: 604 568 0314 Cell: 778 689 1244 Skype: will.sheldon #300-152 West Hastings Vancouver, BC, V6B 1G8 Canada www.appnovation.com Click here to unsubscribe from further Appnovation communications.

2 2

Help: columns in dashboard corrupted
by Sander Goudswaard 22 Aug '14

22 Aug '14

All, I updated OTRS 3.3.7 to 3.3.8 and now my dashboard columns are corrupted. - The title column shows the age in the new tickets widget - in another widget the title column shows the customer name, and the owner column shows the ticket number I tried deleting the caches, generating new cache, reset permissions, rebuild config, change theme, delete my browser caches, nothing helps! Hope you can help me. Regards Sander

2 2

Lots of email from otrs
by Farooq Hussain 21 Aug '14

21 Aug '14

Dear OTRS, Please help me. Whenever ticket is created or updated I receive thousand of email from OTRS Notification Master and My email get stuck please help me to resolve this issue. -- Thanks Farooq Hussain

2 1

[help]Associate Service to Queue when creating ticket in both Customer and agent portal.
by Jean-Pierre Zurbrügg 20 Aug '14

20 Aug '14

Hello everyone, Running OTRS 3.3.8 I am trying to filter Services based on the selected queue in both the customer New Ticket creation window and the Agent Phoneticket, emailticket creation window. I have searched through the mailing list and came up with this post but it seems as it never got resolved. The link posted is also dead (404 not found). Thus far my ACL is correctly filtering out the services I do not want in the customer portal only. I have used both the Config.pm methods and the Agent portal ACL Management module. Here is my current ACL that works on the customer portal (ACL Management GUI module export): ConfigChange: Possible: Ticket: Service: - '[regexp]<Parent Service Name>.*' ConfigMatch: Properties: Ticket: Queue: - <Queue Name> Config.pm example: $Self->{TicketAcl}->{'ACL-Name-20'} = { # Match properties Properties => { Queue => { Name => ['<Queue Name'], }, }, Possible => { Ticket => { Service => { Type => '<parent Service Name>', }, }, }, I am currently using a test customer user that has all services enabled. I have also tried using 'PosibleNot' but I can't get the Agent Portal to only show the services associated with the selected Queue. Any push to the right direction would be greatly appreciated. Thanks in advance for any tips given, Jean-Pierre Z.

2 4

Re: [otrs] : Empty "SearchTab"
by S.Krueger＠aswo.com 20 Aug '14

20 Aug '14

Hi ! yes, the same problem with the default skin(s). Stefanie Message: 3 Date: Wed, 20 Aug 2014 03:18:10 +0200 From: Florian Edlhuber <florian.edlhuber(a)gmx.de> Subject: Re: [otrs] : Empty "SearchTab" To: otrs(a)otrs.org Message-ID: <1408497490.509545.40232974.571.2(a)otrs.edlhuber.net> Content-Type: text/plain; charset="utf-8" Hi, 19.08.2014 19:10 - S.Krueger(a)aswo.com schrieb: > Hi ! > > after updating to version 3.3.8 the tab for "FulltextSearch" is empty. > The function is still there , but the tabname is not there. > Where can I "rename" it ?! it seems that you have your own skin/theme. is it working with default skin? old skins are not compatible. Flo -- Florian

1 0

Empty "SearchTab"
by S.Krueger＠aswo.com 20 Aug '14

20 Aug '14

Hi ! after updating to version 3.3.8 the tab for "FulltextSearch" is empty. The function is still there , but the tabname is not there. Where can I "rename" it ?! Best regards, Stefanie Krüger

2 1

dynamic field for problem resolution
by Justin Cole 19 Aug '14

19 Aug '14

I would like to enter several dynamic fields to use as problem resolution categories on ticket close. Generally, when closing a ticket, we actually reply to it with an email instead of actually using the “close” interface. This leaves me with a question of where I should add the dynamic fields in Frontend::Agent::Ticket::. Can someone point me in the right direction? Thanks! Justin Cole ECHO Labs LLC CONFIDENTIALITY NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

2 1

OTRS process management for public interface
by Ohliger, Christoph 19 Aug '14

19 Aug '14

Hi, does anyone knows a way to provide OTRS processes within the public interface ? We want to integrate some processes without any authentication ... regards Christoph

2 1

Where are the Template Modules?
by Gerald Young 18 Aug '14

18 Aug '14

I had a post in a HowTo relating to Event Template Modules, and the current documentation references them: http://otrs.github.io/doc/manual/developer/3.3/en/html/otrs-module-layers.h… but the location of the source code for them isn't as visible (to me) on github as it was for cvs. Does someone know so I may update my (very old) links?

2 1

Meaning of "Last..." in statistics
by Lars Jørgensen 17 Aug '14

17 Aug '14

Hi, When I select "Last 30 days", for instance, in a statistic to appear on the dashboard, it doesn't include today. It really is "Previous 30 days". Is this intentional, or am I missing something? It's not great for a live show of closed ticket, when you can't see today's action. -- Lars

2 4

OTRS - Major performance improvement!
by AL 14 Aug '14

14 Aug '14

A way to improve the performance of OTRS: "ALTER TABLE `otrs`.`dynamic_field_value` ADD UNIQUE `field_id` ( `field_id` , `object_id` )" Regards, Andre Luerssen

2 3

Is there a way to set a dynamic field to NULL via a Generic Agent job?
by Bogdan Iosif 12 Aug '14

12 Aug '14

Hi all, The job config UI provides only a textbox which, if completed will lead to the DF being set to the completed value and if left empty will lead to the DF not being touched by the job. I'm hoping there's some magic value (i.e. __NULL__) which, if provided, will do what I need. Thanks, Bogdan

1 0

Cycling dependancy in parent relationship
by Marwan Rabbâa 12 Aug '14

12 Aug '14

Hi, I have implemented relationship between ticket (parent/child). However, I have a problem. This schema is legal, against OTRS relationship : - A, parent of B - B, parent of C - C, parent of A The relationship C parent of A create a circular dependancy. Has anybody thought about a solution to avoid this dependancy. Regards,

1 0

Can't login into fresh install, Windows 2012, IIS
by Elmar A. 07 Aug '14

07 Aug '14

Hi, I'm trying to install/configure OTRS on a Windows Server 2012 with IIS (and MSSQL as RDBMS). So far, the install itself succeeded, the database has been created etc. (i.e: I stepped through install.pl). But when I try to login with root@localhost and the given password the login-form just reappears, as if I just opened the page. If I enter a wrong password, an error message is shown "your password is wrong" etc. After a login with the correct credentials OTRS at least creates some rows in the sessions tables, so to some extent the login is being processed. Also, otrs.log contains one line for each "login": [Wed Aug 6 12:10:42 2014][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (Method: sha256, REMOTE_ADDR: x.x.x.x). otrs.log.error has no specific errors (only "SecureMode active", because I tried to access install.pl). Is there a way to get a more verbose logging? I found something like $Self->{Debug} = 3; for Config.pm, but this logs only (a lot of) calls to Config.pm->Get into otrs.log.error. For me the problem looks like as if the server does not tell the browser about the session that's being created for the user: No Session-Key/redirect in URL, no Cookie sent in Response-Header (even after setting SessionUseCookie = 1;), and showing the login form as if I'm not logged in, i.e.: no valid session. What should usually happen after login? Which URL should be accessed, what does a valid URL with session key look like? I could try to manually type in the url with the session key from the database, maybe it's just a redirect problem? Or maybe someone has even a concrete idea what's wrong, googling for "login does not work" is not very productive. Greetings Elmar

1 1

Disable sending e-mails when ticket response
by Alfredo Ricardo Morales Pérez 05 Aug '14

05 Aug '14

Hello, does any one knows who can I disable automatic sending e-mails when an agent respond a ticket? I only want to manage the tickets in my OTRS web platform and I want to disable this feature, I only want to send and email with an alert when a ticket have a response and a link with a quick acces to otrs. Also I want to disable ticket creation when a user send a email to postmaster, I only want to create tickets in OTRS web plataform. Thank you, have a great day!

3 2

OTRS 3.3.8 auto lock
by Aaron Liu 05 Aug '14

05 Aug '14

Hi, I am using OTRS 3.3.8, and am experiencing an strange behaviour. I clicked Tickets -> Queue View -> Ticket number and then I navigated all of the sub menus, the ticket was locked by me after I clicked the Queue button (the button for moving tickets) but I didn’t click the “submit” button on the pop-up window. That is to say, I only browsed the pop-up window for the Queue and clicked the close button at the top right of the window, then the ticket was locked by me. Does it sound a right behaviour? Why is a ticked locked by just browsing some pop-up windows? Is there any config available to disable this? Thank you! Aaron

2 1

Re: [otrs] different url company name, logo for customer portal in OTRS.
by Jan.Dreyer＠bertelsmann.de 04 Aug '14

04 Aug '14

Hi. Am 04.08.2014 um 13:14 schrieb Kiran Kotkar <kiran.k(a)spluspl.com<mailto:kiran.k@spluspl.com>>: We are 3 companies but we have a common OTRS tool with a common Database and we want our customers to see a different url company name, logo when they are on login page. Is it possible? Thank you for your time I solved a similar problem outside of OTRS with Apaches RewriteURL directive for the CSS. That won’t change the name though. Regards Jan Dreyer

3 2

N-level relationship ?
by Marwan Rabbâa 30 Jul '14

30 Jul '14

Hi, I'm using OTRS 3.1.21 on a debian 7. I've noticed that I can link ticket with others as parent/child relation. However I wonder know if I can do this : - my parent - has a child - but also a grand child - and an other little child - .... Thanks,

2 4

Find first response time and resolution time from table
by Darshak Modi(darshak.modi) 29 Jul '14

29 Jul '14

Hi Group, Can you please tell which table should be used ?Need to find two values from tables 1. First Response time 2. Resolution time as per SLA mins. Also, the resolution time should be as per SLA. Regards, Darshak

2 1

Problem in creating event notification
by Jain, Saurabh 29 Jul '14

29 Jul '14

> Hi, > > Currently our OTRS setup is generating tickets based on incoming > emails. We want to add a notification to a particular email id e.g. > group(a)abc.com in case email contains a particular text e.g. "device: > abc". > > To solve this, we configured a postmaster filter to read the email > body and set X-OTRS-header 'X-OTRS-CustomerNo' to 'abc'. Now, I want > to create a event notification for new tickets and use this > X-OTRS-header in ticket filters but don't see any option like that. > Is this the right approach? If yes, how to create a event notification > on 'X-OTRS-CustomerNo'? > Regards, > Saurabh >

3 2

Generic Interface with Python
by Kristofer Pettijohn 28 Jul '14

28 Jul '14

I am attempting to use Python and SOAPpy as a requestor to the Generic Interface. However, I am having issues. This is the complete Python code for my test: http://pastebin.com/jD7jD5yv This is the SOAP request that it is sending out: http://pastebin.com/gUKc8np4 OTRS system log is reporting that it "Got no OperationType!" I am stuck and can't seem to find what I am missing. Can someone point me in the right direction? Thanks, Kris

3 11

Crash of RPC calls ?
by Marwan Rabbâa 25 Jul '14

25 Jul '14

Hi, I am running OTRS 3.1.21 on a debian 7. I use RPC calls to contact my OTRS and retrieve my tickets. With my PHP I made a search ******************************************************** $client = new SoapClient(null, array('location' => "${url}/otrs/rpc.pl", 'uri' => "Core", 'trace' => 1, 'login' => 'XXXXXXXXXXX', 'password' => 'XXXXXXXXXXX', 'style' => SOAP_RPC, 'use' => SOAP_ENCODED, )); $data = $client->__soapCall("Dispatch", array($username, $password, "CustomerUserObject", "CustomerSearch", "Search", "*", )); ******************************************************** Sometimes (it is not regular) I have a PHP soap fault. ******************************************************** Can't use string ("Core") as a HASH ref while "strict refs" ******************************************************** and no information in logs. Has anybody meet this problem ? Regards,

2 4

Segragation based on URL on single system
by Justin Cole 25 Jul '14

25 Jul '14

Hi. We have need to create a support panel that will allow the submission of tickets via email and web interface. The problem is, we use this somewhat unconventionally. We have need to support multiple customers for multiple products across several domain names. Each customer needs to be able to only see their issues and we cannot have queues openly visible to a user that shouldn't see them. Please see below for example. support.domaina.com - leads to customer.pl where a customer can ONLY register for domaina.com and only see queues available to domaina.com support.domainb.com - leads to customer.pl where a customer can ONLY register for domainb.com and only see queues available to domainb.com ... ... Agents will need to be able to access some/all of the queues above to work tickets submitted. I know this is obviously possible if we run separate instances of OTRS. Is this possible to accomplish without having to maintain separate instances? Also of note, users on domaina.com and domainb.com and so on may have varied @domain.com based email address. Therefore, I don't think there is a way to group them as a customer and lock it down that way. Thank you all in advance. I have looped my brain back upon itself trying to think about this one and am stuck in a loop. I need some outside intervention. Justin Cole ECHO Labs LLC CONFIDENTIALITY NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

1 0

Extract customer address
by claude 21 Jul '14

21 Jul '14

Hi, With my system, when i receive a ticket, the sender address is a generic address. The customer's real address is in the reply-to. So I would like make a statistical extraction with reply-to customer address and some other informations. If someone can help me ? Regards, Claude

1 0

FAQ 2.3.2 Install error in OTRS 3.3.8 on Cent OS 6.2
by Sujeeva Tissaarachchi 21 Jul '14

21 Jul '14

Hello Friends, I am trying to install FAQ 2.3.2 on OTRS 3.3.8 on Cent OS 6.2 and getting below error: "Backend ERROR: OTRS-CGI-00 Perl: 5.10.1 OS: linux Time: Mon Jul 21 11:53:23 2014 Message: Package is not installed, can't upgrade!" I am about to submit a bug report. Has anyone faced the same error and resolved? Best Regards, Sujeeva Tissaarachchi

1 0

Email ticket open - acknowledgement email to multiple recipe nets
by Paul Simons 18 Jul '14

18 Jul '14

Hello All, Is there any way of automatically replying to multiple emails when a ticket is opened by one person, a sort of one to many? So one person opens a ticket by email and the acknowledgement should go to not only the person who raised the ticket but everybody else in the group (for information) Regards Paul PS is there a searchable site with all these questions somewhere I could only find the archive – not very friendly. ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

2 1

from which table and column to find solutioninMin and firstresponseinMin values
by Darshak Modi(darshak.modi) 17 Jul '14

17 Jul '14

1 0

In customer login want queues as trees rather than drop down list
by Darshak Modi(darshak.modi) 16 Jul '14

16 Jul '14

Hello List, As we have number of queues, how can we configure it as tree rather then dropdown list? Thanks Darshak

3 3

Huge data to encode in JSON cuase Apache 500
by Marwan Rabbâa 16 Jul '14

16 Jul '14

Hi all, I've setup an OTRS (version 3.1.21) on a 3GB / 2 CPU virtual machine. I have made a CGI to return a ticket list into JSON. For this, I use the method TicketSearch. There, I have a hge hash to output as JSON. ************************ use JSON; print "application/json"; print JSON->new->encode($Result); ************************ This encoding cause a 500. I have <:Apache2 IO write: (103) Software caused connection abort> in apache logs. Is this a memory problem ? How could I solve it ? Regards,

2 5

Issue with "move" button in OTRS
by Christoph Zwerschke 15 Jul '14

15 Jul '14

OTRS has a "move" button that allows quickly moving a ticket into another queue, but you can't add a message with the move operation. With the setting Frontend::Agent::Ticket::ViewMove it is possible to change the "move" button into a "queue" button that opens a window where you can edit the move message and other attributes. The problem is that in this case adding the message is mandatory then. Yes, it's possible to preset the field with a default text, but this adds only unnecessary noise to the ticket, as it's always displayed with a star as a new unread message, even when it's only the default text. In real life, there are some situations where I want to quickly move a message without adding a message, e.g. when moving it into the junk queue or when the reason for the move is clear, and other situations where I want to be more specific and add a message with the reason for the move. Is it possible to have both kinds of buttons at the same time? -- Christoph

3 5

Clicking on star icon does not remove the star
by Sander Goudswaard 15 Jul '14

15 Jul '14

I am having an issue with the toolbar in the agent interface (the icon with a star that shows unread items). - When I receive a ticket update, the icon toolbar at the top of the OTRS window shows an icon with a star. - Clicking the icon shows the list of updated tickets (in this case, only one). - The icon remains there, until I click it again, even if there are no unread tickets. Hence I need to click the 'star' icon twice to get rid of the notification. Are others seeing this as well? Regards Sander

2 1

Migrate Data and settings from Windows to Cent OS
by Sujeeva Tissaarachchi 15 Jul '14

15 Jul '14

Hello Friends, I have configured and tested OTRS 3.3.* with ITSM on windows server 2008. Is there any documentation for migrating data and settings from windows to a new installation under CentOS? Best Regards, Sujeeva Tissaarachchi

1 0

Is it possible to start a process for an existing simple (non-process) ticket?
by Bogdan Iosif 14 Jul '14

14 Jul '14

Hi all, Suppose I have a process defined via Process Management and I want to activate it for some tickets *after* said tickets are created. Is this possible? Logic: 1. Simple (non-process) ticket is created 2. Agents / customers add articles 3. Agent / customer decides a process must be followed for the current ticket (e.g. approval). 4. PROBLEM: The decider wants to start this process but can't because AFAIK the process must be specified when a ticket is created via "New process ticket" Am I missing something? Regards, Bogdan

1 0

paging problem
by piyush mishra 12 Jul '14

12 Jul '14

Dear List I have a problem in otrs ticket paging option. i have 1000 tickets in otrs,when i see all ticket using ticket->status view option,it shows only 25 tickets. And i click on 1,2,3,4>>(paging no). its not work. And same problem in Dashboard (setting option where we select product new etc) Thanks & regards Piyush Mishra

2 1

Auto response should be marked as read
by Christoph Zwerschke 11 Jul '14

11 Jul '14

Is there a way to have auto responses generated by OTRS automatically marked as read? Regards -- Christoph

4 5

Trouble with 2 OTRS 2.3.4 instances
by Karlos Jelez 10 Jul '14

10 Jul '14

Hi list, I have 2 OTRS instances and they both are accessing the same database !!! :( I don’t know how to solve itt. Red Hat 6.0 with Apache 2.2.11 with mod_perl, MySql 5.0.45. Each instance is running in different directory (/otrs1 and /otrs2) of course. I created both databases (of course) from scratch and load with initial data script (only one OTRS user). I created the otrs MySql user. When I login to the second instance it access (and shows) data from the first data base !!! I did note that when in Apache config I exchange the order of: /opt/www/data/otrs1/scripts/apache2-perl-startup.pl /opt/www/data/otrs2/scripts/apache2-perl-startup.pl both OTRS instances access data base pointed by the first line. And if I disable one line, both OTRS instances access data pointed by the line enabled. Tests: I did try with 2 mysql users (otrs1 and otrs2). It is not clear to me if I must enable apache2-perl-startup.pl script only once for both otrs instances of if I must enable apache2-perl-startup.pl twice, one for each instance.

4 4

Sending plain text messages
by Christoph Zwerschke 08 Jul '14

08 Jul '14

Is it possible in OTRS 3 to change the format of templates and individual replies to plain text instead of HTML? I already found the global switch Frontend::RichText that can be set to "no", but that's really not what we want, because it would switch off RichText everywhere. We want to be able to select and change the format individually, just as it is possible in every mail client. Regards -- Christoph

4 3

Problem with 2 customer user backends and invalidated DB users
by Alessandro Cortiana 08 Jul '14

08 Jul '14

Hi, we have an OTRS 3.3.7 installation with 2 customer user backends (DB and LDAP). Some users are duplicated on both backends, with different customer ID assigned on each backend. If a mail from a duplicated user enters the system, we want to configure OTRS to use the LDAP backend (so the ticket get the right CustomerID) So I simply configured the duplicated DB users as "invalid". The problem is that, If a duplicated user sends an email to the OTRS system, OTRS continues to attach that mail to the invalid customer user (I can see it because the DB customer ID is different from the LDAP one) even if the user is marked as "invalid". I tried to change the order of the Customer User backends in the config file also using the numbering: $Self->{CustomerUser1} = { Name => 'LDAP Datasource', $Self->{CustomerUser2} = { Name => 'Customer Database', But OTRS continues to do the wrong thing. What do you suggest? Am I doing something wrong? Regards, Alessandro Cortiana

2 3

Auto-response
by Marwan Rabbâa 08 Jul '14

08 Jul '14

Hi all, New to OTRS, I've successfully installed an OTRS 3.1.21. The mailbox fetcher is OK. All ticket I send to a configured mailbox are migrated into tickets. However, I can find how to enable auto-response (on ticket creation, update ...). Where are this options on OTRS 3.1.21 ? Regards, PS : I have created an auto-response (on admin interface) as auto-reply, but it seems not to work

3 4

Hiding queues
by Karlos Jelez 04 Jul '14

04 Jul '14

Hi list, I have several queues in my OTRS 2.3.4 and several customers. I would like hide some queues to some customers in the Customer Interface. Is it possible? or is it possible in OTRS 3.3 ? Thanks in advance !!! Karlos

3 3

Problems connecting customeruser to Active directory
by Jan.Dreyer＠bertelsmann.de 03 Jul '14

03 Jul '14

Hi, our active directory contains a lot of users. When configuring the AD as customer source, I can’t get into customer user administration and the log says [Thu Jul 3 11:59:10 2014][Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][379] Sizelimit exceeded [Thu Jul 3 11:59:10 2014][Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][379] Sizelimit exceeded Is it possible to get a result even if size limit is exceeded? Maybe setting a filter that limits the result to 500(?) entries? Regards — Jan Dreyer IT Administrator — Operations — SCM-IT NMD ________________________________ This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the information in this email is strictly forbidden.

2 1

Multiple master survey
by André Cavalcante 30 Jun '14

30 Jun '14

Is it possible to have multiple master surveys? Problem: I have created one survey for each queue, but only one of them can be master. Thus, the others are valid, and don't send the survey message. Each queue belongs to a team. That's why I need different surveys for different queues. Any tips? Thanks, -- *André Luiz C. e Cavalcante, PMP, PRINCE2, ITIL*

2 1

Re: [otrs] otrs Digest, Vol 69, Issue 25 - How to setup ITIL Helpdesk in otrs 3.3.7
by Anna Brakoniecka 30 Jun '14

30 Jun '14

RE: 1. Reg : How to setup ITIL Helpdesk in otrs 3.3.7 (chandrasekar.M) Hi Chandrasekar, It depends on what kind of process do you have or plan to implement into OTRS (incident? problem?), whether you have parallel / simultaneous tasks, additional events, dependencies and the complexity of your process(es). OTRS offers different approaches for different kind of workflows and ITIL-related management areas (including extra change management module, area for services, entire & flexible CMDB) and a couple of integrational solutions for realisation of f.e. release & deployment management or knowledge management (with community module FAQ or integration with other knowledge bases). We've developed a couple of completely pre-configured state-workflows directly from the project experiences after installing workflows in ITIL-conform environments. Our customers customize approx. 20% of the pre-configuration to adapt their particular requirements. So, it's a good base to start with. http://www.cape-it.de/en/products/otrs-maintained-modules/itsm-standard-wor… But it's just one of many possible approaches. So, there is no simpley Y/N answer here, you have to define your requirements in a more detailed way. Kind regards, Anna ** Did you know it? Direct support chat between customers and agents in OTRS ** ** http://www.cape-it.de/en/products/otrs-maintained-modules/chat4kix.html ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ <http://www.cape-it.de/> Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- Von:otrs-request@otrs.org Gesendet:Sa 28.06.2014 13:56 Betreff:otrs Digest, Vol 69, Issue 25 An:otrs@otrs.org; 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. Reg : How to setup ITIL Helpdesk in otrs 3.3.7 (chandrasekar.M) 2. Re: Reg : How to setup ITIL Helpdesk in otrs 3.3.7 (David Boyes) 3. Customer Updates and reply-all (Amit Khare) ---------------------------------------------------------------------- Message: 1 Date: Fri, 27 Jun 2014 14:10:14 -0400 (EDT) From: "chandrasekar.M" <chandrasekar(a)solartis.net> Subject: [otrs] Reg : How to setup ITIL Helpdesk in otrs 3.3.7 To: otrs(a)otrs.org Message-ID: <1403892614.763915646(a)apps.rackspace.com> Content-Type: text/plain; charset="utf-8" Hi I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a Helpdesk ITIL process . Help me to setup the process accordingly. Regards Chandrasekar.M -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20140627/a571c4ba/attachme…> ------------------------------ Message: 2 Date: Fri, 27 Jun 2014 18:33:26 +0000 From: David Boyes <dboyes(a)sinenomine.net> Subject: Re: [otrs] Reg : How to setup ITIL Helpdesk in otrs 3.3.7 To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <2748AD71D96C2B42B7E5176021026FC308279950(a)ORD2MBX03A.mex05.mlsrvr.com> Content-Type: text/plain; charset="utf-8" ITIL is a set of guidelines, not a destination, and it?s as much a business process evolution as it is a technical implementation. Have you planned what the business should look like at the end of the transition? If you haven?t done that, then starting to configure the tool is wasted effort because you don?t know how you want it to work and you?ll need to redo a lot of things. Start with the business design, and then worry about the tool. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of chandrasekar.M Sent: Friday, June 27, 2014 2:10 PM To: otrs(a)otrs.org Subject: [otrs] Reg : How to setup ITIL Helpdesk in otrs 3.3.7 Hi I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a Helpdesk ITIL process . Help me to setup the process accordingly. Regards Chandrasekar.M -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20140627/a9eb8eee/attachme…> ------------------------------ Message: 3 Date: Fri, 27 Jun 2014 19:27:13 +0000 From: Amit Khare <Amit.Khare(a)canarie.ca> Subject: [otrs] Customer Updates and reply-all To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <CFD33DAC.BACD%amit.khare(a)canarie.ca> Content-Type: text/plain; charset="us-ascii" Hi All, When I create a new ticket in OTRS, I am able to assign multiple customers to it but the customer update is only being sent out to one. Also, when I try to reply all to an external email, recipients in Cc field are not being included in Compose answer. I can however add them manually. Any help would be greatly appreciated. Thanks, Amit -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20140627/704c4d64/attachme…> ------------------------------ --------------------------------------------------------------------- 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 69, Issue 25 ************************************

1 0

Can not send "Notification Mail"
by liziyi2006 28 Jun '14

28 Jun '14

Good Afternoon,everyone! My OTRS is 3.3.7，I have configured : Core::Admin Email Core::Sendmail Core::NotificationSenderEmail System EmailAddress all above is the same mail_address. Now I can received the mail when customer and agent forgot the password. But I can not received the mail when customer or agent create new ticket,and otrs.log display: [Fri Jun 27 13:33:02 2014][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: XXX(a)customer_company.com Authentication ok (REMOTE_ADDR: 192.168.1.120).[Fri Jun 27 13:34:07 2014][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2014062705000047/notification ma] created (TicketID=5,Queue=Raw,Priority=3 normal,State=new)[Fri Jun 27 13:34:08 2014][Error][Kernel::System::Email::SMTP::Send][122] Can't use from '': 501Username and sender address mismatched! Enable Net::SMTP debug for more info![Fri Jun 27 13:34:08 2014][Info][Kernel::System::Email::Send] Error sending message[Fri Jun 27 13:34:08 2014][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to servicedesk(a)mycompany.com'.

1 1

Customer Updates and reply-all
by Amit Khare 27 Jun '14

27 Jun '14

Hi All, When I create a new ticket in OTRS, I am able to assign multiple customers to it but the customer update is only being sent out to one. Also, when I try to reply all to an external email, recipients in Cc field are not being included in Compose answer. I can however add them manually. Any help would be greatly appreciated. Thanks, Amit

1 0

Reg : How to setup ITIL Helpdesk in otrs 3.3.7
by chandrasekar.M 27 Jun '14

27 Jun '14

Hi I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a Helpdesk ITIL process . Help me to setup the process accordingly. Regards Chandrasekar.M

2 1

Import/Export Wrong with charset
by liziyi2006 26 Jun '14

26 Jun '14

I made a Export of computer with UTF-8 because we use chinese,and output format is csv.But Output file is garbled and can not be import,syslog display "No valid charset found for the template id 1".My Import/Export package is 3.3.7

1 0

Queue and Permission
by liziyi2006 26 Jun '14

26 Jun '14

Good evening ,everyone! I have a new problem. When I configured queue-group-role，I found that agent can move the ticket into any queue ,but they can not see all of the queues from dropdown "to queue" in "new phone ticket". I check the role-group,agent have RO and MOVE INTO right .I am puzzled,can not see but can move into .....why? My otrs itsm version is 3.3.7

1 1

FAQ Module approval behavior
by liziyi2006 25 Jun '14

25 Jun '14

Hi list, We are using an 3.3.7 OTRS system with FAQ Module 2.3.2 installed. The FAQ::ApprovalRequired option has been activated and associated group and queue apparently correctly set up.But, as soon as an FAQ article is created, even before it's approval, it appears in the FAQ explorer and it's accessible by any agent. The behavior we would like to have is to get an article visible to agents only after the approval process complete. Is there something wrong in our configuration or expectation on approval workflow ? Thanks for your ideas !

1 1

Agent can not select a customer using "Customer User"Management when create new ticket
by liziyi2006 25 Jun '14

25 Jun '14

Hi,list I noticed a weird issue in OTRS3.3.7. When signed in as agent with RW Admin rights, I am able to click the "Customer User" link next to Options and pick a customer using the Customer User Management window. However, when signed in as a agent with RO Admin rights,the window comes up without "Customer User"link. How the agent without RW admin rights can use the "Customer User" link in create new ticket windows? Thanks very much!

1 0

Odd one - Any performance inprovement by using mod_pagespeed?
by Marty Hillman 24 Jun '14

24 Jun '14

I have been noticing some performance lags lately and noticed my browser does not always download the most correct CS/JS files. I was thinking about installing mod_pagespeed to trigger the browser to get those modifications. But I was curious as to whether anyone else has tried mod_pagespeed and whether it provided any performance improvements in OTRS. I have a feeling the answer will be to add more memory/cpu, but every millisecond counts. I was surprised to not find any information about the combo on a Google search. Marty

2 2

[OTRS] FAQ Module approval behavior
by liziyi2006 23 Jun '14

23 Jun '14

Hi list, We are using an 2.3.4 OTRS system with FAQ Module 1.5.6 installed. The FAQ::ApprovalRequired option has been activated and associated group and queue apparently correctly set up.But, as soon as an FAQ article is created, even before it's approval, it appears in the FAQ explorer and it's accessible by any agent. The behavior we would like to have is to get an article visible to agents only after the approval process complete. Is there something wrong in our configuration or expectation on approval workflow ? Thanks for your ideas !

1 1

Re: [otrs] Auto close solved tickets with in certain time period
by "LQ Marshall" 21 Jun '14

21 Jun '14

Think this demands understanding to answer correctly... how are you defining that a ticket's solved? Seems that use of 'pending close+' should solve request.

1 0

Auto close solved tickets with in certain time period
by Venkatrao, Nagendra Prasad 21 Jun '14

21 Jun '14

Hi, I need someone help, I would need to set up a configuration in OTRS to close all the incidents which are solved and after ten days these tickets will be closed automatically. Is it possible in OTRS? Please help me on this setup. Thanks & Regards Nagendra Prasad System Administrator 3903 Almoayyed Tower Building 2504, Road 2832 Al Seef District 428 Manama, Kingdom of Bahrain. M +973 34 19 67 56 npvenkatrao(a)eservicios.indra.es<mailto:npvenkatrao@eservicios.indra.es> www.indra.es<http://www.indra.es/> [cid:image001.jpg@01CF8D8E.2DF42080] ________________________________ Este correo electr?nico y, en su caso, cualquier fichero anexo al mismo, contiene informaci?n de car?cter confidencial exclusivamente dirigida a su destinatario o destinatarios. Si no es vd. el destinatario indicado, queda notificado que la lectura, utilizaci?n, divulgaci?n y/o copia sin autorizaci?n est? prohibida en virtud de la legislaci?n vigente. En el caso de haber recibido este correo electr?nico por error, se ruega notificar inmediatamente esta circunstancia mediante reenv?o a la direcci?n electr?nica del remitente. Evite imprimir este mensaje si no es estrictamente necesario. This email and any file attached to it (when applicable) contain(s) confidential information that is exclusively addressed to its recipient(s). If you are not the indicated recipient, you are informed that reading, using, disseminating and/or copying it without authorisation is forbidden in accordance with the legislation in effect. If you have received this email by mistake, please immediately notify the sender of the situation by resending it to their email address. Avoid printing this message if it is not absolutely necessary.

1 0

ACL Defaults
by Martin Hochreiter 20 Jun '14

20 Jun '14

Hi! I want to have another default state for agent answers and discovered the ACLs for influencing OTRS behaviour. Only the mentioned states are shown but unfortunately I can reorder the States as I want, OTRS still takes "closed sucessful" if available as it ist he global default. Can I tell OTRS via ACL what the desired order of states should be or at least, what the default state is? $Self->{TicketAcl}->{"testTicketState"} = { 'Possible' => { 'Ticket' => { 'State' => [ 'in Bearbeitung', 'closed successful', 'closed unsuccessful', 'open', 'pending auto reminder' ] } }, 'PossibleNot' => {}, 'Properties' => { 'Queue' => { 'RealName' => [ 'Marketing' ] } }, 'PropertiesDatabase' => {}, 'StopAfterMatch' => 0 }; } 1; Regards Martin

3 4

Moving the 'logged in as' field
by Paul Simons 19 Jun '14

19 Jun '14

Dear All Is there are way to move the location of the “You are logged in as [USER]’ message in the top right of the screens? Regards Paul S. ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

3 2

otrs suddenly doesn't want to receive emails
by Mark Campbell 19 Jun '14

19 Jun '14

I have an OTRS set up where it’s been working perfectly fine in a production environment for 18 months now, grabbing emails from a pop3 account. All of the sudden today, emails stopped coming in. I checked the pop3 account using a webmail client, and it shows emails in it. When I go to fetchmail in the admin section, it spends a second running, and then my browser pops up a download for a 0 byte index.pl file. It creates a new ticket for the first email in line only; also in this case, the email is an HTML file, and it spits it out as text-only in the ticket (where it used to preserve it as html), and won’t delete that email, or any others. System logs state that it complains “Can't create PID PostMasterMailbox, because it's already running (otrs.office.emediatrade/1396)!”. I’ve found people online with similar problems, and they stated to go into mysql, and run “ select * from process_id where process_name = 'PostMasterMailbox'; delete from process_id where process_name = 'PostMasterMailbox';”, and then run /opt/otrs/bin/otrs.PostMasterMailbox.pl –f 1. When I do this, it clears out the entry in mysql as expected, but when I run the pl script, it says [root@otrs log]# /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1 POP3: Message 1/13 (emtsupport(a)emediatrade.com/mail.ex1.secureserver.net) Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender at /opt/otrs/Kernel/System/Email/SMTPTLS.pm line 172 An entry is created again in mysql, the logs say that it can’t create a PID, because it’s already running, and ps –ef | grep PostMasterMailbox.pl turns up nothing. If I go into the UI, and create an email ticket to myself, it successfully sends it to my inbox. I’ve tried rebooting the server, but no avail. I’m at a loss, because no email settings changes have occurred for months. Please help?? Thanks, --Mark

2 3

Setting Title / Subject through mail filter
by Frans Stekelenburg 19 Jun '14

19 Jun '14

Hi, Simple question, maybe asked and answered before, but can not find it: We would like to set (alter) the ticket Title / Subject through a mail filter. Where the text should be retrieved from the mail body. But from SysConfig an X-OTRS-Subject or X-OTRS-Title does not exist. How can we realise something like this: Filter Condition Header 1 – Body - .*Description: (.*) Header 2 – From – EMAILADDRESS: somebody(a)somewhere.net<mailto:somebody@somewhere.net> Header 3 – Subject - .* has some fixed text .* Set Email Headers Header 1 – X-OTRS-Subject – [***] Except X-OTRS-Subject is not an option in version 3.1.3 Somebody maybe has realised in another way? Kind regards, Frans Stekelenburg

1 0

additional customer frontend
by Jan.Dreyer＠bertelsmann.de 17 Jun '14

17 Jun '14

Hi, we need to have different designs for different customer frontends. For example, customer (company) "A" wants another logo than the others. That is for the login mask as well as Ticket Overview. I already found a (forum?) post that pointed in the right direction, but I lost the link. Has anyone here done something similar or has documentation/links ... that could help me? Best wishes Jan Dreyer

3 2

Finding the Value of a DynamicField with a given Key
by Friedrich Kölbel 17 Jun '14

17 Jun '14

Hello! Maybe someone can help: We are creating a Static Statistic including some Dynamic Fields We have everything but the DynamicField-Values We have the Keys of the Fields, but we did not find a function like $Self->{DynamicFieldObject}->GetValue($key) We found something in Kernel/Modules/AgentStats.pm and we are now trying to do is: # $Self->{DynamicFieldObject} = Kernel::System::DynamicField->new(%Param); $Self->{BackendObject} = Kernel::System::DynamicField::Backend->new(%Param); # get the dynamic fields for this screen $Self->{DynamicField} = $Self->{DynamicFieldObject}->DynamicFieldListGet( Valid => 1, ObjectType => "Ticket", FieldFilter => $Self->{Config}->{DynamicField} || {}, ); # get dynamic field values form http request my %DynamicFieldValues; # cycle trough the activated Dynamic Fields for this screen DYNAMICFIELD: for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) { next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig); # extract the dynamic field value form the web request $DynamicFieldValues{ $DynamicFieldConfig->{Name} } = $Self->{BackendObject}->EditFieldValueGet( DynamicFieldConfig => $DynamicFieldConfig, ParamObject => $Self->{ParamObject}, LayoutObject => $Self->{LayoutObject}, ); } $Self->{DynamicFieldValues} = \%DynamicFieldValues; # print "DUMP DynamicField "; print Dumper($Self->{DynamicField}); print "DUMP DynamicFieldValues"; print Dumper(%DynamicFieldValues); ---- Output DUMP DynamicField $VAR1 = []; DUMP DynamicFieldValuesDUMP DynamicField $VAR1 = []; DUMP DynamicFieldValues We belive, that the Problem is the LayoutObject which we don?t have, but maybe we are totaly wrong. Can anybody point us in the right direction? Maybe there is even another easy solution for getting the Value of DynamicField when we have the selected Key? Regards, Fritz

1 0

otrs forum
by Venkatrao, Nagendra Prasad 15 Jun '14

15 Jun '14

Hi, I would like to know, how can I change the Date Format for Stats. With reference to the date format in the statistics reports generated by OTRS, in particular for the attributes: Created, solution time and close time. Is it possible to change the date format from YYYY-MM-DD to DD-MM-YYYY ?? Thanks & Regards, ________________________________ Este correo electr?nico y, en su caso, cualquier fichero anexo al mismo, contiene informaci?n de car?cter confidencial exclusivamente dirigida a su destinatario o destinatarios. Si no es vd. el destinatario indicado, queda notificado que la lectura, utilizaci?n, divulgaci?n y/o copia sin autorizaci?n est? prohibida en virtud de la legislaci?n vigente. En el caso de haber recibido este correo electr?nico por error, se ruega notificar inmediatamente esta circunstancia mediante reenv?o a la direcci?n electr?nica del remitente. Evite imprimir este mensaje si no es estrictamente necesario. This email and any file attached to it (when applicable) contain(s) confidential information that is exclusively addressed to its recipient(s). If you are not the indicated recipient, you are informed that reading, using, disseminating and/or copying it without authorisation is forbidden in accordance with the legislation in effect. If you have received this email by mistake, please immediately notify the sender of the situation by resending it to their email address. Avoid printing this message if it is not absolutely necessary.

1 0

automatically splitting tickets
by Jan.Dreyer＠bertelsmann.de 12 Jun '14

12 Jun '14

Hi, our users need to work on a ticket in two ways. Therefore I planned to split these tickets automatically into separate queues. Is this possible at all from GenericAgent or via command line (then I would be able to integrate a script into a generic agent)? Regards Jan Dreyer IT Administrator / Operations Team / OMS

1 0

Converting to appliance distro
by Mikola Rose 10 Jun '14

10 Jun '14

Hi there List members, Quick question I hope. I currently have an installation of OTRS 3.03 running on OSX leopard that we have been using for years. Are there any special consideration and methods to consider if I would like to migrate to the OTRS appliance installation. Would there be any suggestions on how I can upgrade and import the currently in place database to the appliance deployment?

2 6

Enable Search for Dynamic Text with ACL
by Friedrich Kölbel 10 Jun '14

10 Jun '14

Hello OTRS-Group, I have problems with searching dynamic Text in OTRS 3.2.8 We enabled the two Dynamic Pulldowns in AgentTicketSearch $Self->{'Ticket::Frontend::AgentTicketSearch'}->{'DynamicField'} = { 'ReasonCodes' => '1', 'ReasonCodesCategory' => '1' }; We have about 150 ReasonCodes cascaded via ACLs in ReasonCodesCategory which works quite well in different Dialogs. ACLs: ## ## DEFAULT ## $Self->{TicketAcl}->{'300-100-A-ReasonCodesCategory'} = { Properties => { # match always }, Possible => { Ticket => { DynamicField_ReasonCodesCategory => ['', 'Register', 'Coupon', 'Sales', 'Shop', 'SME', 'Members', 'BackOffice', 'Events', 'Other'], DynamicField_ReasonCodes => [''], }, }, }; ## ## 300-101 ## Register ## $Self->{TicketAcl}->{'300-101-Register'} = { Properties => { Ticket => { DynamicField_ReasonCodesCategory => ['Register'], }, }, Possible => { Ticket => { DynamicField_ReasonCodes => ['', '[RegExp]Register_'], }, }, }; (same for each Category...) The Problem is, that we cannot select a ReasonCode in the Search-Dialog: We have no Problem selecting it in Statistics-Dialog, although there is another Problem you will see in the Screenshot below - we have no connection from Category to Code at this point, and the same name and Number within different Categories is forced by the Customer... (but this is not the Problem here) Does anybody know, how I could change the behavior of the Field Reason Codes in the Search-Dialog? Is this a general Problem, or could it depend from our used ACL? One possible solution would be, cloning all ReasonCodes to another field which is not cascaded with genericAgent and search for this instead, but if possible I?d prefer another way... Thanks for Answers. Regards, Fritz -- ------------------------------------- http://www.graz4u.at -------------------------------------

2 2

SSO
by Kristofer Pettijohn 09 Jun '14

09 Jun '14

Hello, We have a central portal that users are logged into. I currently have the portal pulling a list of the users recent OTRS tickets and a link which directs them into OTRS. However, they have to log into OTRS using their username and password. Is there an API function where I can obtain a token of some sort for a specific username and add the token to a URL which will allow me to redirect the user into OTRS while allowing them to bypass the login prompt? Thanks, Kris

7 12

Re: [otrs] Setting Default Fields for New Phone/Email Ticket Easy-Entry
by Leah Kelly 06 Jun '14

06 Jun '14

My OTRS version is irrelevant given your answer. Thanks for the help.

1 0

Re: [otrs] Setting Default Fields for New Phone/Email Ticket Easy-Entry
by Leah Kelly 06 Jun '14

06 Jun '14

We don’t use a customer portal, and don’t have this service turned on. Is there another way to do this that anybody knows of?

2 1

Setting Default Fields for New Phone/Email Ticket Easy-Entry
by Leah Kelly 05 Jun '14

05 Jun '14

Hi everybody, I am looking for a way to have the fields in the New Phone Ticket and New Email Ticket auto-set (by selecting a default, perhaps). We have ‘Type’ and ‘From queue’ that if we could have auto-populate to a default setting of some sort would be very helpful. For Type, it would just be ‘Default’. For ‘From Queue’, is there a way to make this default to the queue of which the agent signed in is a member? All my members are only a member of one queue, and for our implementation it would make sense if this field could assume it’s coming from the queue of the agent who is signed in and who is clicking on the ‘New Phone/Email Ticket’. Also, the ‘Owner’ drop-down, we have to click on the refresh arrow to get the list to fully populate. Is there a way to make this so it just always lists everybody? We are only about 15 strong. The point is so they they have fewer things to click and choose when creating a new ticket. Thanks for any help you can provide. Leah

2 1

How add depended dropdowndown box in customer_user form
by piyush mishra 05 Jun '14

05 Jun '14

Dear All, I want to add some depended drop-down list in add new customeruser Thanks & Regards Piyush Mishra

1 0

One-click ticket close?
by Sander Goudswaard 04 Jun '14

04 Jun '14

All, My ticket reply template contains a link to reply to the ticket on the web. Is it also possible to put a 'click here to close this ticket' link in the template? Has anyone already found out how to do this? Regards, Sander

3 2

Bulk Action - Send Email - keep original subject
by NetSaint 02 Jun '14

02 Jun '14

Hello, I am working for an ISP. I use a queue within OTRS for the abuse helpdesk address. Recently, I got over 500 tickets over the weekend into my queue, which is unusual. Some copyright company decided to notify for each mp3 song a user downloaded. So, these 500 tickets belong to just 5 users. My responsibility is to forward those notifications to the end use. I upgraded to 3.3.7 yesterday and wanted to do the following. Search for tickets so I find all tickets belonging to a single user, then use the bulk action to send a generic reply back to the copyright company to let them know we got the notification and will try to forward the notice. Then use the bulk action again to forward the tickets to the end user and close the tickets. All of this seems to be working in 3.3.7 My only problem is that in the pop up window (below) of the Ticket Bulk Action where I click on Send Email, it is asking for a subject. I like the subject to be the original subject with a RE: or so in front of it. I tried using RE: <OTRS_TICKET_SUBJECT>, but this doesn’t seem to work. If I leave it blank it complains about it being blank. I can’t send 100 emails to a customer all with the same subject, I need to original subject to stay in place….does anybody knows if this is possible? Here a screenshot of the subject field -> https://dl.dropboxusercontent.com/u/21330287/otrs.png Thanks, - Swen

3 4

how we disable username field in customer_user form
by piyush mishra 29 May '14

29 May '14

hiii how we disable username field(db field is login) in customer_user form in otrs system. when i disable it file /otrs/Kernel/Config/Default.pm then submit the customer_user form without fill username field.not created customer user,and shown needed login! plz anybody help me. Thanks Piyush Mishra

2 3

disable field in otrs
by piyush mishra 29 May '14

29 May '14

Dear All how we disable username field(db field is login) in customer_user form in otrs system. when i disable it file /otrs/Kernel/Config/Default.pm then submit the customer_user form without fill username field.customer user is not created ,and shown" Needed Userlogin!" plz anybody help me. Thanks Piyush Mishra

1 0

howto add pending time to App::OTRS::CreateTicket by m.beijen
by Rene Stoutjesdijk 29 May '14

29 May '14

Good day, i would like to add a pendingtime when we do a close of the ticket. We're currently making use of the App::OTRS::CreateTicket module provided by Micheil Beijen. We want to set the state to 'pending auto close+' but then we also have to add the pending time. This isn't the difficult part, but after that we also have to set the pending time, and this i can't figure out how to do that (i'm not an xml or programming expert). Is somebody having an example on how to do this? wkr rene

2 3

Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.
by Erik van Ast 28 May '14

28 May '14

Hi all, When trying to log in as a customer, I get the error “Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.”. Authentication works good, but apparently the information from Active Directory does not synchronize to OTRS… When I use a wrong password I get the error “Login failed! Your user name or password was entered incorrectly”, so authenticating works good… As soon as I get the error mentioned earlier, I see the following error in the otrs.log “[Error][Kernel::System::CustomerUser::SetPreferences][587] No such user 'HaraldW'. Agents have no problem logging in, so I think I won’t have to think about that part, but the customer authentication part of my config.pm looks like this (I have replaced parts with xxx for security reasons) : # This is an example configuration for an LDAP auth. backend. # (make sure Net::LDAP is installed!) $Self->{'Customer::AuthModule3'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host3'} = 'xxx.xxx.xxx.xxx'; $Self->{'Customer::AuthModule::LDAP::BaseDN3'} = 'dc=xxx,dc=xxx'; $Self->{'Customer::AuthModule::LDAP::UID3'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN3'} = 'CN=OTRS_Users,OU=XXX,DC=xxx,DC=xxx'; $Self->{'Customer::AuthModule::LDAP::AccessAttr3'} = 'member'; # for ldap posixGroups objectclass (just uid) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr3'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN3'} = 'CN=XXXXXX,OU=IT Department,OU=XXX,DC=xxx,DC=xxx'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw3'} = 'XXXXXXX'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params3'} = { port => 389, timeout => 120, async => 0, version => 3, }; # LATER TOEGEVOEGD, SYNC: # Example 4.8. Configuring an LDAP customer backend # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser2} = { Name => 'LDAP Data Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'xxx.xxx.xxx.xxx', # ldap base dn BaseDN => 'dc=xxx,dc=xxx', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=XXXXXX,OU=IT Department,OU=XXX,DC=xxx,DC=xxx', UserPw => 'XXXXXXX', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(memberOf='CN=OTRS_Users,OU=XXX,DC=xxx,DC=xxx)', # if both your frontend and your LDAP are unicode, use this: # SourceCharset => 'utf-8', # DestCharset => 'utf-8', # if your frontend is unicode and the charset of your # ldap server is iso-8859-1, use these options. # SourceCharset => 'iso-8859-1', # DestCharset => 'utf-8', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'company', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences # AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'company', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Can someone please help me with this? I’ve been searching on the web for quite some time now, and I can’t figure it out… All our users have the same company name so everyone can see each other’s tickets, that’s why we use “company” as CustomerID instead of sAMAccountName… OTRS is installed on a Windows 2012 server, the database is SQL 2008 Express and the OTRS version we use is 3.3.7 Kind regards, Erik Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ [http://eu.suzohapp.com/img/logo/mail_suzo_small.gif] Erik van Ast SUZO-HAPP GROUP | Systems Administrator Office: +31-(0)186-643333 | Fax: +31-(0)186-643377 Erik.van.Ast(a)suzohapp.nl | www.suzohapp.nl NL

2 1

Re: [otrs] Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.
by Gerald Young 28 May '14

28 May '14

http://stackoverflow.com/questions/1032351/how-to-write-ldap-query-to-test-… Don't forget to enclose all your filter. (&(criteria1)(criteria2))

1 0

Re: [otrs] Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.
by Erik van Ast 28 May '14

28 May '14

Hi all, Does anyone have an idea about this? Is it because of the CustomerID? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik From: Erik van Ast Sent: maandag 26 mei 2014 16:40 To: 'otrs(a)otrs.org' Subject: Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator. Hi all, When trying to log in as a customer, I get the error "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.". Authentication works good, but apparently the information from Active Directory does not synchronize to OTRS... When I use a wrong password I get the error "Login failed! Your user name or password was entered incorrectly", so authenticating works good... As soon as I get the error mentioned earlier, I see the following error in the otrs.log "[Error][Kernel::System::CustomerUser::SetPreferences][587] No such user 'HaraldW'. Agents have no problem logging in, so I think I won't have to think about that part, but the customer authentication part of my config.pm looks like this (I have replaced parts with xxx for security reasons) : # This is an example configuration for an LDAP auth. backend. # (make sure Net::LDAP is installed!) $Self->{'Customer::AuthModule3'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host3'} = 'xxx.xxx.xxx.xxx'; $Self->{'Customer::AuthModule::LDAP::BaseDN3'} = 'dc=xxx,dc=xxx'; $Self->{'Customer::AuthModule::LDAP::UID3'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN3'} = 'CN=OTRS_Users,OU=XXX,DC=xxx,DC=xxx'; $Self->{'Customer::AuthModule::LDAP::AccessAttr3'} = 'member'; # for ldap posixGroups objectclass (just uid) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr3'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN3'} = 'CN=XXXXXX,OU=IT Department,OU=XXX,DC=xxx,DC=xxx'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw3'} = 'XXXXXXX'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params3'} = { port => 389, timeout => 120, async => 0, version => 3, }; # LATER TOEGEVOEGD, SYNC: # Example 4.8. Configuring an LDAP customer backend # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser2} = { Name => 'LDAP Data Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'xxx.xxx.xxx.xxx', # ldap base dn BaseDN => 'dc=xxx,dc=xxx', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=XXXXXX,OU=IT Department,OU=XXX,DC=xxx,DC=xxx', UserPw => 'XXXXXXX', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(memberOf='CN=OTRS_Users,OU=XXX,DC=xxx,DC=xxx)', # if both your frontend and your LDAP are unicode, use this: # SourceCharset => 'utf-8', # DestCharset => 'utf-8', # if your frontend is unicode and the charset of your # ldap server is iso-8859-1, use these options. # SourceCharset => 'iso-8859-1', # DestCharset => 'utf-8', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'company', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences # AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'company', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Can someone please help me with this? I've been searching on the web for quite some time now, and I can't figure it out... All our users have the same company name so everyone can see each other's tickets, that's why we use "company" as CustomerID instead of sAMAccountName... OTRS is installed on a Windows 2012 server, the database is SQL 2008 Express and the OTRS version we use is 3.3.7 Kind regards, Erik

2 5

Making OTRS as multi tenant
by Abhimanyu bhatter 26 May '14

26 May '14

Hello Everyone, Can I help me how to proceed in rgard to making OTRS as multi tenant. -- With Regards Abhimanyu

1 0

Wrong From: headers in appended mail
by Hermann Peifer 24 May '14

24 May '14

Hi All, I disabled Ticket::Frontend::Quote, in order to get this behaviour (quoted from Admin manual): "original emails will not be quoted but appended to the response." This works as expected when replying to incoming customer mails, but not when replying to outgoing agent mails (typically: for adding a piece of missing information), see a generic example below. Any hint? Hermann, using OTRS 3.3.4 What I get: ---- Message from Customer --- From: Customer To: Customer Subject: .... Date: .... What I expected: ---- Message from Helpdesk --- To: Customer Subject: .... Date: ....

1 0

Instalation on Oracle 11G
by Carlos Andrés Gallego Arboleda 23 May '14

23 May '14

Hello. I had several problems whit the OTRS 3.3.7 Installation under RHEL6 and Oracle11 I have already installed the clients for the conection. oracle-instantclient11.2-basic-11.2.0.4.0-1.x86_64 oracle-instantclient11.2-sqlplus-11.2.0.4.0-1.x86_64 oracle-instantclient11.2-devel-11.2.0.4.0-1.x86_64 Set the Evn export ORACLE_BASE="/usr/lib/oracle" export ORACLE_HOME="/usr/lib/oracle/11.2/client64" export LD_LIBRARY_PATH="/usr/lib/oracle/11.2/client64/lib" export NLS_LANG="spanish_spain.utf8" export NLS_DATE_FORMAT="YYYY-MM-DD HH24:MI:SS" export ORACLE_USERID="system/pass@otrs" export PATH=$PATH:$ORACLE_HOME/bin The DBD::Oracle is installed on the machine by cpan When I try to test the otrs.CheckModules.pl o DBD::Oracle......................ok (v1.74) But when I try to run the web installer show this message. Can't connect to database, Perl module DBD::Oracle not installed! Anyone can help me? Best Regards. *Carlos Andrés Gallego* *Director de Servicios* *ITConsultores - ITCON S.A.S* web: www.itconsultores.com.co email: carlos.gallego(a)itconsultores.com.co Tel: (+57 4) 320 7960 ext. 1004 Cel: (+57) 301 501 42 49 Cra 41 Nro 9 - 51 Edificio Arteria Of 104 Medellín - Colombia

3 4

2.3.4 & 3.3 OTRS instances running?
by Karlos Jelez 22 May '14

22 May '14

Hi List, Is it possible to have both OTRS instances running in the same server? I have a FreeBSD 7.0 with 2.3.4 version and I want to use the newest version 3.3 Thanks a lot Karlos

3 4

In the customer interface, can a search be made by ticket type or dynamic field?
by Bogdan Iosif 22 May '14

22 May '14

Hi list, Does anyone know if OTRS can enable customers to search their tickets by ticket type or dynamic fields? This would be an extension of the search already available in the customer interface. Thanks, Bogdan P.S: I went through all configs from SysConfig (v3.1.10) that seemed to be related to the customer interface and wasn't able to find anything related to customizing the search available to customers.

2 3

Re: [otrs] In the customer interface, can a search be made by ticket type or dynamic field?
by Bogdan Iosif 22 May '14

22 May '14

I think you need to look in the Perl source file Ticket.pm and identify the fields available on the Ticket object. Those are likely the fields you can reference from Ticket::Frontend::CustomerTicketSearch###SearchCSVData. On Thu, May 22, 2014 at 6:10 PM, John Uhler <john.uhler(a)gmail.com> wrote: > Thanks for posting that info. Do you know where I can find out which > fields I can add to the CSV export? I would like to export ticket > interactions as well. > > Thanks > > On Wednesday, March 20, 2013 7:54:12 AM UTC-6, Bogdan Iosif wrote: > > After some more investigations I concluded that it's not possible to > search by ticket type, SLA or service in the customer interface, in > v3.1.10. If anyone finds out I was wrong please point it out. > > > > > > There is this one configuration > (Ticket::Frontend::CustomerTicketSearch###ExtendedSearchCondition) that I > haven't been able to take under account because I didn't understood what it > does (Help text: Allows extended search conditions in ticket search of the > customer interface. With this feature you can search w. g. with this kind > of conditions like "(key1&&key2)" or "(key1||key2)".) I saw other people > wondering out loud quite recently about it but no answers. > > > > > > > > Finally, if anyone else is wondering, even though you can't enable your > customers to filter tickets in their searches by ticket type, SLA or > service, you can still get those fields included in the output produced for > CSV by adding to the Ticket::Frontend::CustomerTicketSearch###SearchCSVData > configuration the values: Type, SLA and Service. This is really useful for > customers who need to compute their own reports, something that can't > really be done via the customer interface once you go above a couple tens > of tickets due to the interface lacking filters and customizable grid > columns. > > > > > > > > > > > > > > On Thu, Mar 14, 2013 at 5:50 PM, Bogdan Iosif <bogdan...(a)gmail.com> > wrote: > > > > > > > > I found "Frontend::Customer::Ticket::ViewSearch" and found out how to > include dynamic fields in both search conditions and results. > > > > > > Haven't yet found how to search by ticket type. Is it possible? > > > > > > > > > > > > > > > > On Thu, Mar 14, 2013 at 5:40 PM, Bogdan Iosif <bogdan...(a)gmail.com> > wrote: > > > > > > > > > > > > > > > > > > Hi list, > > > > Does anyone know if OTRS can enable customers to search their tickets by > ticket type or dynamic fields? > > > > > > > > > > This would be an extension of the search already available in the > customer interface. > > > > > > > > > > Thanks, > > Bogdan > > > > P.S: I went through all configs from SysConfig (v3.1.10) that seemed to > be > > related to the customer interface and wasn't able to find anything > > related to customizing the search available to customers. > >

1 0

Odd issue - "This item has no articles yet."
by Marty Hillman 22 May '14

22 May '14

On three separate tickets opened this morning, clicking into them returns the message, "This item has no articles yet." This occurred on tickets opened by two different users. The only commonality is that they were all for the same sub-queue, so they were opened through the web interface. (Emailed tickets hit a different master queue for manual distribution.) Any thoughts on how to see the details that were entered for these tickets? Marty Hillman - IT Manager of Network Infrastructure [cid:image001.png@01CF75A2.72EBC700] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | E mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>

2 1

Quick'n'dirty script to mass-mail OTRS customers
by Dominik George 21 May '14

21 May '14

Hi, we faced the need to open tickets to all of our customers in order to inform them about the Heartbleed bug and the necessary consequences and we wanted to have that mail in OTRS as proof of the communication and for tracking. OTRS does not have an interface to send the same mail to all customers in seperate tickets with reasonable customer and agent info, so I hacked together a Python cript that uses the SOAP API to do the magic. It does: * Gather information needed to create the tickets * Read exxceptions in the form of e-mail address endings * Find all customers that do not match the exceptions * Open tickets to all these customers, that: - have the correct set of agent and customer - are set to "pending auto close+" because we want to get rid of the tickets should there not be any feedback The script has a known bug with everything else than ASCII in ticket title and body because Unicode in Python 2 is a PITA. I will probably fix that in the future or wait for patches ;). https://evolvis.org/plugins/scmgit/cgi-bin/gitweb.cgi?p=useful-scripts/usef… Cheers, Nik -- tarent solutions GmbH Rochusstraße 2-4, D-53123 Bonn • http://www.tarent.de/ Tel: +49 228 54881-319 • Fax: +49 228 54881-235 HRB 5168 (AG Bonn) • USt-ID (VAT): DE122264941 Geschäftsführer: Dr. Stefan Barth, Kai Ebenrett, Boris Esser, Alexander Steeg

2 1

Add merge note after merging
by Gergely Polonkai 20 May '14

20 May '14

Hello, when I merge tickets together and add a note, set priority/whatever, those settings are applied to each tickets before the merge happens. Is this intentional? If so, is there a way to prevent it? Best, Gergely

1 0

Re: [otrs] otrs 3.1.x
by Steve Clark 19 May '14

19 May '14

On 05/19/2014 03:40 AM, Michiel Beijen wrote: > Hi Steve, > > Is the OTRS user a member of the apache group? > > See http://otrs.github.io/doc/manual/admin/3.3/en/html/manual-installation-of-o… Hi Michiel, We are running on 64 bit CentOS 6.5. This was the permissions command I used: bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=apache --web-user=apache --web-group=apache /opt/otrs Does this seem correct? Should the --web-user be otrs? Also I just ran usermod -G apache otrs less /etc/group ... apache:x:48:otrs ... Thanks, Steve > > On Fri, May 16, 2014 at 2:11 PM, Steve Clark <sclark(a)netwolves.com> wrote: >> Hmm... >> >> drwxrwxr-x 16 otrs apache 4096 Jan 28 2013 var >> drwxrwsr-x 5 otrs apache 20480 May 15 15:12 var/tmp >> drwxrwsr-x 137 otrs apache 12288 May 16 08:02 var/tmp/CacheFileStorable/ >> drwxrwsr-x 2 apache apache 4096 May 16 08:04 >> var/tmp/CacheFileStorable/DynamicField/ >> -rw-rw-r-- 1 apache apache 353 May 16 08:02 >> var/tmp/CacheFileStorable/DynamicField/4305254fe4dae751808d76237ed4338f >> >> Do these perms look OK? >> >> Thanks, >> Steve >> >> On 05/16/2014 08:02 AM, Gerald Young wrote: >> >> File does not exist is not going to be fixed with permissions unless the >> permissions are to be applied to a parent folder where apache or otrs user >> has no access. >> >> >> On Fri, May 16, 2014 at 7:58 AM, Steve Clark <sclark(a)netwolves.com> wrote: >>> On 05/16/2014 07:33 AM, Sander Goudswaard wrote: >>> >>> I believe you need to run bin/otrs.SetPermissions.pl and/or >>> bin/otrs.DeleteCache.pl >>> >>> >>> >>> --------------------------------------------------------------------- >>> 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 >>> >>> This is strange - the file is there and has the same permissions as all >>> the other >>> files in that directory. >>> >>> >>> -- >>> Stephen Clark >>> NetWolves Managed Services, LLC. >>> Director of Technology >>> Phone: 813-579-3200 >>> Fax: 813-882-0209 >>> Email: steve.clark(a)netwolves.com >>> http://www.netwolves.com >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> >> >> -- >> Stephen Clark >> NetWolves Managed Services, LLC. >> Director of Technology >> Phone: 813-579-3200 >> Fax: 813-882-0209 >> Email: steve.clark(a)netwolves.com >> http://www.netwolves.com >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- Stephen Clark *NetWolves Managed Services, LLC.* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

1 0

Re: [otrs] otrs 3.1.x
by Michiel Beijen 19 May '14

19 May '14

Hi Steve, Is the OTRS user a member of the apache group? See http://otrs.github.io/doc/manual/admin/3.3/en/html/manual-installation-of-o… On Fri, May 16, 2014 at 2:11 PM, Steve Clark <sclark(a)netwolves.com> wrote: > Hmm... > > drwxrwxr-x 16 otrs apache 4096 Jan 28 2013 var > drwxrwsr-x 5 otrs apache 20480 May 15 15:12 var/tmp > drwxrwsr-x 137 otrs apache 12288 May 16 08:02 var/tmp/CacheFileStorable/ > drwxrwsr-x 2 apache apache 4096 May 16 08:04 > var/tmp/CacheFileStorable/DynamicField/ > -rw-rw-r-- 1 apache apache 353 May 16 08:02 > var/tmp/CacheFileStorable/DynamicField/4305254fe4dae751808d76237ed4338f > > Do these perms look OK? > > Thanks, > Steve > > On 05/16/2014 08:02 AM, Gerald Young wrote: > > File does not exist is not going to be fixed with permissions unless the > permissions are to be applied to a parent folder where apache or otrs user > has no access. > > > On Fri, May 16, 2014 at 7:58 AM, Steve Clark <sclark(a)netwolves.com> wrote: >> >> On 05/16/2014 07:33 AM, Sander Goudswaard wrote: >> >> I believe you need to run bin/otrs.SetPermissions.pl and/or >> bin/otrs.DeleteCache.pl >> >> >> >> --------------------------------------------------------------------- >> 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 >> >> This is strange - the file is there and has the same permissions as all >> the other >> files in that directory. >> >> >> -- >> Stephen Clark >> NetWolves Managed Services, LLC. >> Director of Technology >> Phone: 813-579-3200 >> Fax: 813-882-0209 >> Email: steve.clark(a)netwolves.com >> http://www.netwolves.com >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > -- > Stephen Clark > NetWolves Managed Services, LLC. > Director of Technology > Phone: 813-579-3200 > Fax: 813-882-0209 > Email: steve.clark(a)netwolves.com > http://www.netwolves.com > > --------------------------------------------------------------------- > 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

otrs 3.1.x
by Steve Clark 16 May '14

16 May '14

Hi, Anybody know how to fix the error below? ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.10.1 OS: linux Time: Sun Apr 13 05:40:02 2014 Message: Can't open '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/4305254fe4dae751808d76237ed4338f': No such file or directory Traceback (6693): Module: Kernel::System::Main::FileRead (v1.63) Line: 337 Module: Kernel::System::Cache::FileStorable::Get (v1.9) Line: 117 Module: Kernel::System::Cache::Get (v1.21) Line: 157 Module: Kernel::System::DynamicField::DynamicFieldGet (v1.56.2.2) Line: 272 Module: Kernel::System::DynamicField::DynamicFieldListGet (v1.56.2.2) Line: 940 Module: Kernel::System::GenericAgent::new (v1.81) Line: 117 Module: /opt/otrs/bin/otrs.GenericAgent.pl (v1.6) Line: 89 Thanks, -- Stephen Clark *NetWolves Managed Services, LLC.* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

3 4

mpecpiyush46@gmail.com is waiting for your reply. Respond?
by mpecpiyush46＠gmail.com 15 May '14

15 May '14

Hi, mpecpiyush46(a)gmail.com wants to follow you. ****** Is mpecpiyush46(a)gmail.com you friend? ****** If Yes please follow the link below: http://invites.infoaxe.net/signup_e.html?fullname=User+Questions+And+Discus… If No please follow the link below: http://invites.infoaxe.net/signup_e.html?fullname=User+Questions+And+Discus… Follow the link below to remove yourself from all such emails http://invites.infoaxe.net/uns_inviter.jsp?email=otrs@otrs.org&iid=0677…

1 0

Double follow up notifications because Agent is in CC of Auto follow up
by Erik van Ast 15 May '14

15 May '14

Hi everyone, We have been using OTRS many years ago on an OpenSUSE system, but we have it installed on a Windows Server now. I created a new database, so everything is new without any imported history. Everything seems to work fine, but I have 1 annoying problem. When an agent replies to a notification (for a new ticket for example) and the server imports the email into the ticket, the customer gets an auto follow up like I want, but the agent also gets that email because the agent is in CC. This is something I’d rather not have, because the agent already gets an Agent Notification, so the agent now gets 2 messages. This doesn’t happen when a customer replies, in that case the agent only receives the Agent notification (Agent::FollowUp)… Can someone tell me if it’s possible to remove the Agent from the CC of the Auto response (Auto follow up)? Kind regards, Erik Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ [http://eu.suzohapp.com/img/logo/mail_suzo_small.gif] Erik van Ast SUZO-HAPP GROUP | Systems Administrator Office: +31-(0)186-643333 | Fax: +31-(0)186-643377 Erik.van.Ast(a)suzohapp.nl | www.suzohapp.nl NL

2 5

Re: [otrs] otrs speed consideration
by Mark Dissington 14 May '14

14 May '14

>>> On 30/03/2014 at 16:53, Mimiko <vbvbrj(a)gmail.com> wrote: > Hello. > > Finally I managed to install and set-up a working OTRS v.3.3.6 to work > without any memory leaks. It's working now stable. But the speed is very > poor. For a customer to view any ticket, it must wait more than 10 sec. > This is very much time. I verified that perl and modperl are used. DB is > on separate host with good performance in mysql. > > Monitoring with top, htop and iotop does not show very much CPU or HDD > utilization. There is 4 cores and it seems that otrs uses only one core. > Rarely CPU is 100% in use. Also HDD use is less than 20MB/s. > > Where to dig to improve performance? > Thanks Are you using virtualisation, specifically hyper-v with linux based hosts running MySQL, and if so, what chips do your NICs run? If they're Broadcom and all of the above boxes are ticked turn off VMQ on the chips. There is a bug in the Broadcom drivers that causes some major slowdowns. Have a look at these. http://datacenter-flo.de/?p=1469 http://social.technet.microsoft.com/Forums/windowsserver/en-US/b7e50892-2ff… http://en.community.dell.com/techcenter/virtualization/f/4472/t/19484292.as… http://technet.microsoft.com/en-us/library/gg162696%28v=ws.10%29 http://fundamentallygeek.blogspot.co.uk/2012/11/slow-network-access-within-… http://www.larmib.com/2013/hyper-v-virtual-machine-very-slow-network-vmq-br… http://blog.osmicro.org/hyper-v-virtual-machine-very-slow-network-vmq/ BR, Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: Units E & F, Stowe Court, Stowe Street, Lichfield, Staffordshire, UK, WS13 6AQ VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

6 24

Create custom reports from the OTRS database for Support
by Neeraj Kumar 13 May '14

13 May '14

This will entail a webpage allowing Support to do custom reports from the OTRS MySQL database. The first report they will need is one that give the following information. Sub ID Co ID Login User full name Owner of the ticket Ticket type Ticket subject Full body of email ticket and the corresponding messages Full body of the phone ticket When the ticket was open When the ticket was closed When/if the ticket was escalated Duration from open to closed

1 0

OTRS querys to AD taken as DoS by Antivirus (Trend Micro)
by Alvaro Cordero 12 May '14

12 May '14

Hello, We have an installation of OTRS 3.1 with KIX4OTRS lastest for the version running on CentOS 5.9, mysql and apache, using LDAP Auth on Windows AD 2008. Few months ago we started to see intermitent connection problemas to AD Server, eventually it was narrowed down to when a normal search or a custom report was run. System logs only showed that there was no connection with AD Server and with no reason after a while connection was regained. Finally we found out that the antivirus was detecting our connection attempts to AD Server as DoS and it was blocking our OTRS. What we see is that everytime a ticket is looked for or a search is run, the system sends hundreds of requests to the AD Server, especially when querying customer info. We have seen this happening in all other systems with AD, but this is the first time it gets blocked. Antivirus was Trend Micro and after stoping the antivirus the issue stopped. We have other instances running on different environments and haven't seen this behaviour anywhere else. So we are wondering if this could have been that the antivirus parameters were to sensitive or if our instance was sending more requests thant expected by the AD Server. Has anyone seen this kind of issue. -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

1 0

Groups for customers.
by Mimiko 12 May '14

12 May '14

Hello. I created multiple queues with a group for each. I enabled customers group and specified the customers to be in all groups for queues. If I create another queue with a group, then customers will not have access to this queue until I add each customer to the new group. I know I can add this new group to the autoconfiguration, but if there is much more groups? How to allow all customers automatically access to all groups and therefore to queues without reconfiguring accesses? Disabling customer's group support denies access to any queue for customers. -- Mimiko desu.

2 8

Escalation
by Simon Allison 09 May '14

09 May '14

Hi, We have setup Queue escalation with OTRS, We did enable email notification with the GenericAgent.pm config, but the emails go to everyone on the queue, is there anyway we can just set it to an email address? Simon Allison South Downs College ********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College. **********************************************************************

2 1

Customer user log in
by Dargai Gabi 08 May '14

08 May '14

Hi, I created agents and customer users in OTRS but only the agents can be used to log in. How is it possible to log in with customer users? Thanks in advance!Gabi Dargai

2 2

Can Win Installer for OTRS 3.3 deploy on Apache & Strawberry? Any experiences with IIS & ActiveState?
by Bogdan Iosif 08 May '14

08 May '14

Hi everyone, Looking at OTRS 3.3 admin manual, Ch 2, Using the Windows Installer<http://otrs.github.io/doc/manual/admin/3.3/en/html/installation.html#instal…>I see the following: Important: The Windows installer for OTRS contains all needed components > for OTRS, i.e. the Apache web server, the MySQL database server, Perl (with > all needed modules) and cron for Windows. However you can also use it to > set up OTRS on the Microsoft IIS Web Server instead of on Apache. > > Since I've been running OTRS 3.2.3 decently in production for ~14 months, on Windows, on Apache & Strawberry, with ~150 customers & ~50 agents, I would like to keep this combo of OS, web server and Perl runtime. Unfortunately, the latest otrs-3.3.6-win-installer-3.0.5.exe deploys directly on IIS & ActivePerl and never asks me about anything except the db backend. - Is it possible to deploy Apache & Strawberry with the Win installer, as claimed in the admin manual? - Anyone has positive / negative experiences to share about running on IIS & ActiveState? I loath changing the whole underlying platform and running the risk of having to rollback everything if performance is an issue in the new configuration. Thanks, Bogdan

2 2

Question about fetching mail
by Mark Campbell 07 May '14

07 May '14

So I have a fairly perplexing problem. I have OTRS 3.1.11 setup on a CentOS6 Virtual Machine, and under our normal email flow (<100 messages/day), the system works like a charm. However, once a month, we hit a spike in emails, to the tune of 10,000 in a day. Most of these emails are automatically generated by our system, and are merely informational in nature. I have filters in place to filter them to different queues and in many cases, automatically close them. However, OTRS cannot keep up with downloading them, as apparently every time it fetches email, it only fetches about 10-30 (variable) messages at a time. Obviously, at 10 minutes in between fetch times, this is almost incomprehensibly slow. But even at 1 minute fetch intervals, our system can't keep up. How can I tell it to grab all messages at fetch time? I've resorted to repeatedly clicking on fetch mail in the admin section under PostMaster Mail Accounts, and even that can take hours when you find that there's 7,000 in the mail queue. Any help would be appreciated. Thanks, Mark Campbell Systems Administrator

2 7

Re: [otrs] Client includes multiple queue email addresses in email; only goes to one
by Leah Kelly 02 May '14

02 May '14

Not sure why David's question is running into my thread - it does not fit, unrelated. Please fix. How about I ask the question this way: If I am indeed set up this way (each mailbox is fetched independently AND each independent mailbox is set to always go to a certain queue), why didn’t the ticket get created in all of the queues to which it was sent?

4 3

Sent no 'auto reply' for Ticket
by Amit Bondwal 01 May '14

01 May '14

Hello, I set up otrs on debian wheezy and it was working fine. After sometime auto response mails stop working. When I check the system logs it gives the log Sent no 'auto reply' for Ticket I searched for this a lot, And found that x-loop header should not be mention in mail filter for queue. I don't have x-loop header in mail filter queue. I also found that this is not a error of otrs your mailing list is blocking of mail filter queue with x-loop header. I don't have any x-loop header in mail filter queue. If this is not the problem in otrs then how it was working before and stop working after sometime. I am able to sent email notification manually editing responses. Regards Amit Bondwal

3 5

Company Tickets
by André Cavalcante 29 Apr '14

29 Apr '14

Hi there, I wonder why Company Tickets is not working. The customers in my system should have access to all tickets opened buy their department colleagues via the customer panel. When they select Customer Tickets at Customer Panel nothing happens. Thanks in advance for your time and you help. -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

2 2

Re: [otrs] Client includes multiple queue email addresses in email; only goes to one
by Leah Kelly 29 Apr '14

29 Apr '14

Thanks, that’s good news for us, as this is how we are set up. How do I enable this?

4 3

Re: [otrs] Can send but cannot recieve mail.
by "LQ Marshall" 29 Apr '14

29 Apr '14

POP3 is not an outbound protocol and doesn't operate on tcp/25. Further, IF I understand your inquiry OTRS doesn't operate the way you are attempting to use it. Lawrence ----- Original Message ----- From: Cyril Thomas Jones <cyrijthomas2005(a)gmail.com> To: otrs(a)otrs.org Sent: 04/26/2014 8:06 Subject: [otrs] Can send but cannot recieve mail. I can send mail to any of my workmate through otrs but cant recieve mail in the otrs 3.3.6. I am using POP3 with outbound and inbound both set to port 25. my outlook is showing me that the message is sent. --------------------------------------------------------------------- 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

3 8

Re: [otrs] Can send but cannot receive mail.
by David Boyes 27 Apr '14

27 Apr '14

Thanks, but this is where I believe my problem is [From Otrs Portal: If you cannot use mail accounts to get the email into OTRS, the command line program bin/otrs.PostMaster.pl<http://otrs.PostMaster.pl> might be a way around the problem. It takes the mails via STDIN and pipes them directly into OTRS. That means email will be available in your OTRS system if the MDA (mail delivery agent, e.g. procmail) executes this program]. To test bin/otrs.PostMaster.pl<http://otrs.PostMaster.pl> without an MDA, execute the command of the following script. linux:/opt/otrs# cd bin linux:/opt/otrs/bin# cat ../doc/sample_mails/test-email-1.box | ./otrs.PostMaster.pl<http://otrs.PostMaster.pl> linux:/opt/otrs/bin# I want you please better explain with steps how can i solve this mail problem considering bin/otrs.PostMaster.pl<http://otrs.PostMaster.pl>. Note that i working in windows 7 not linux and runnuing Otrs 3.3.6. You cannot use this solution on your Windows box. It relies on the mail system executing the PostMaster.pl Perl script when delivering the message. You don’t have the capability to implement this on your Windows system, since apparently you don’t control the mail system delivering the messages to your POP mailbox and your Win7 system doesn’t have the capability to receive mail directly. (Also note that Win7 is a *single-user* desktop operating system; it’s not designed for the purpose of running services accessed by other people. Even if you DO get this working, it’s not going to be particularly reliable or usable. ) I’ll cut you some slack for being new to the professional IT world, but there’s some basic stuff that you need to learn to do to survive out here in the Real World. One is step-by-step problem analysis and diagnostics. Your university clearly failed you miserably here. If I were you, I’d be annoyed at that failure. Beyond what Gerald already suggested (particularly the Read The Fine Manual step), take a step back and look at the problem. First, visualize what you’re trying to do: configure OTRS to pull messages from a remote mailbox server – essentially to act like any other POP client interacting with a mail server run by someone else. First thing to do: open a text editor or MS Word and step-by-step, record what you typed and what the system responded. Screen shots are good. Second is take 5 minutes to write down what your understanding of the problem is and what you think is actually happening in text form – like you would explain it to your mother. You’ll understand it better if you do it in plain text in complete sentences. Third, you need to look up the protocols that you’re trying to use and understand at least the basics of what they do and are intended to provide. Without that research step, you won’t ever understand how this is SUPPOSED to work, and you won’t get any further. You get that from the protocol docs and from the manuals that come with your product. Write that understanding in your text file too – it’s going to make your life easier if all this is in one place. Draw yourself a picture of how you think it should work. So, with that in mind: OTRS gets incoming messages either by direct execution of the PostMaster.pl script when the message is delivered, or by polling a remote mail server periodically via POP or IMAP. You can’t use the direct execution model because you don’t control the mail system delivering the message, so you have to use the polling method. There are two tasks here, transmitting messages outbound via SMTP, and receiving inbound messages via POP. You’ve told us that you can send outbound messages, which implies that the SMTP component is working. OK, don’t mess with that part. That means that the problem exists in the POP3 configuration. As again, Gerald already pointed out, POP != SMTP. Those services do not run on the same TCP ports (POP3 runs on port 110) and they do two completely different things. If you have the POP client (your OTRS system) configured to connect to port 25 (the SMTP port), it will NEVER WORK. It’s like asking for a Irish stout beer in Philadelphia using the Urdu language. SMTP doesn’t understand the same commands as POP. Wrong place, wrong language. Next, can your Windows box connect to the POP server? Make sure the OTRS POP client is configured for port 110, the POP3 service port on your mailbox server (the machine that gets your mail). If you do have the OTRS POP3 client configured to use port 110, then the next step is to check whether the userid and pw you are using is correct for the POP3 server you are trying to connect to. If not, it will NEVER WORK. You can test this using telnet from your Windows machine: “telnet pop3.server.host 110” and using USER “youruserid” and PASS “your password” (without the double quotes, and using your userid and pw in place of youruserid and yourpassword). If you get OK as a response, then move on. Make sure the OTRS POP client has that userid/pw information. If that works, then you should be able to run Postmaster.pl manually and see mail come in. If it doesn’t, then ONCE YOU’VE TRIED THESE STEPS, describe to us exactly what you typed and what you saw – post your text file. We can’t see what you see, and thus can’t know what you’ve tried. Then we have some basis to continue. One other thing you should know is that this mailing list is people spending their free time trying to help you solve your problem. If you want someone to lead you by the hand on your schedule with your goals in mind, you should buy some consulting time from someone – the basic presumption here is that 1) you’ve tried stuff on your own, 2) you can describe what you’ve already tried coherently (see text editor idea above) and 3) that you have some idea what you expect it SHOULD do. We know that #1 occurred, now we’re asking you to work on #2 and #3.

1 0

Can send but cannot recieve mail.
by Cyril Thomas Jones 26 Apr '14

26 Apr '14

I can send mail to any of my workmate through otrs but cant recieve mail in the otrs 3.3.6. I am using POP3 with outbound and inbound both set to port 25. my outlook is showing me that the message is sent.

2 2

Client includes multiple queue email addresses in email; only goes to one
by Leah Kelly 25 Apr '14

25 Apr '14

A client emailed me specifically and not her Account Manager - when I didn’t respond, she then emailed me again, along with three other people within the company (and whose emails go directly into OTRS). The second email only when into my queue and attached to the original email. It didn’t go into the three other queues. Can we make OTRS create a new ticket for each queue emailed? Thanks, Leah

2 1

Ticket subject
by André Cavalcante 24 Apr '14

24 Apr '14

Hi there, I'd like to insert the ticket subject in the Survey message. I was able to insert the ticket number, but not the subject. I've tried <OTRS_CUSTOMER_SUBJECT> but it didn't work. Any idea? Caro(a) usuário(a), Como você foi atendido? Avalie a qualidade do atendimento. Chamado #<OTRS_TICKET_TicketNumber> - Por favor, nos ajude a melhorar nossos serviços, responda à pesquisa de satisfação disponível no link abaixo: http://centraldeservicos.tre-ba.jus.br/otrs/public.pl?Action=PublicSurvey;P… <OTRS_PublicSurveyKey> Sua opinião é muito importante! Equipe de Suporte -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

2 3

Dashboard new collumn
by André Cavalcante 24 Apr '14

24 Apr '14

Hi there, During LDAP integration with OTRS, we have mapped CustomerIDs (OTRS) = department (LDAP), but it brings no value to the column I've added to the dashboard. Do I need to alter any .pm ou .dtl file? Dashboard shows only data related to the ticket. -- *André Luiz *

3 14

OTRS installation problem with mod_perl
by Robert Bunker 24 Apr '14

24 Apr '14

Any advice would be appreciated, thank you. Context: OTRS 3.3.6 installation from source: https://otrs.github.io/doc/manual/admin/3.3/en/html/manual-installation-of-… Installing on an AWS server: Amazon Linux AMI (PV) 2014.03.1 - ami-fb8e9292 (64-bit) Problem: "Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl" is failing when executing in /etc/httpd/conf.d/otrs.conf Please note the line numbers referenced for some of the files may be off due to some debugging code I had added. From: /var/log/httpd/error_log [Thu Apr 24 13:50:45.854980 2014] [perl:error] [pid 2602] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 181. BEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 181. Compilation failed in require at /opt/otrs//Kernel/Config/Defaults.pm line 29. BEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Defaults.pm line 29. Compilation failed in require at (eval 7) line 2. ...propagated at /usr/share/perl5/base.pm line 84. BEGIN failed--compilation aborted at /opt/otrs//Kernel/Config.pm line 99. Compilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 69. BEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 69. Compilation failed in require at (eval 2) line 1. [Thu Apr 24 13:50:45.855024 2014] [perl:error] [pid 2602] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server ip-XX-XXX-XX-XXX.ec2.internal:0, exiting... From: stacktrace code inserted into /usr/share/perl5/FindBin.pm Trace begun at /usr/share/perl5/FindBin.pm line 113 FindBin::init at /usr/share/perl5/FindBin.pm line 181 FindBin::BEGIN at /usr/share/perl5/FindBin.pm line 181 eval {...} at /usr/share/perl5/FindBin.pm line 181 require FindBin.pm at /opt/otrs/Kernel/Config/Defaults.pm line 29 Kernel::Config::Defaults::BEGIN at /usr/share/perl5/FindBin.pm line 181 eval {...} at /usr/share/perl5/FindBin.pm line 181 require Kernel/Config/Defaults.pm at (eval 7) line 2 eval 'require Kernel::Config::Defaults ;' at /usr/share/perl5/base.pm line 81 base::import('base', 'Kernel::Config::Defaults') called at /opt/otrs/Kernel/Config.pm line 99 Kernel::Config::BEGIN at /usr/share/perl5/FindBin.pm line 181 eval {...} at /usr/share/perl5/FindBin.pm line 181 require Kernel/Config.pm at /opt/otrs/scripts/apache2-perl-startup.pl line 69 main::BEGIN at /usr/share/perl5/FindBin.pm line 181 eval {...} at /usr/share/perl5/FindBin.pm line 181 require /opt/otrs/scripts/apache2-perl-startup.pl at (eval 2) line 1 eval 'require q^@/opt/otrs/scripts/apache2-perl-startup.pl^@ ;' at /usr/share/perl5/FindBin.pm line 181 From: some debugging code inserted into /usr/share/perl5/FindBin.pm START INIT /usr/share/perl5/FindBin.pm Thu Apr 24 13:53:41 UTC 2014 me - FindBin::init parent - FindBin::BEGIN script - /opt/ I can start up httpd and actually run OTRS if I disable mod_perl usage by altering the "<IfModule perl_module>" line in /etc/httpd/conf.d/otrs.conf to look for a module that does not exist. Version logged when starting: [Thu Apr 24 13:45:41.531835 2014] [mpm_prefork:notice] [pid 2530] AH00163: Apache/2.4.9 (Amazon) mod_perl/2.0.7 Perl/v5.16.3 configured -- resuming normal operations That was actually my initial install and I did not notice mod_perl wasn't being used until after installing and noticing the CGI accelerator was not active in the '/otrs/index.pl?Action=AdminServiceCenter' page. What I had to do was reference the module correctly in the otrs.conf: "<IfModule perl_module>". Once I did that I run into the problem I am describing now. All instructions were adhered to and all prerequisites pass such as: /opt/otrs/bin/otrs.CheckModules.pl perl -cw /opt/otrs/bin/cgi-bin/index.pl perl -cw /opt/otrs/bin/cgi-bin/customer.pl perl -cw /opt/otrs/bin/otrs.PostMaster.pl Does anyone have any advice or thoughts? Here are the perl and httpd version info: ///////////////////////////////////// Summary of my perl5 (revision 5 version 16 subversion 3) configuration: Platform: osname=linux, osvers=2.6.18-164.el5az00, archname=x86_64-linux-thread-multi uname='linux gobi-build-31002.sea31.amazon.com 2.6.18-164.el5az00 #1 smp tue sep 15 14:19:07 edt 2009 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 20131212 (Red Hat 4.8.2-7)', 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) Built under linux Compiled at Apr 2 2014 18:13:49 @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 . ///////////////////////////////////// Server version: Apache/2.4.9 (Amazon) Server built: Apr 1 2014 05:31:18 Server's Module Magic Number: 20120211:31 Server loaded: APR 1.5.0, APR-UTIL 1.4.1 Compiled using: APR 1.5.0, APR-UTIL 1.4.1 Architecture: 64-bit Server MPM: prefork threaded: no forked: yes (variable process count) Server compiled with.... -D APR_HAS_SENDFILE -D APR_HAS_MMAP -D APR_HAVE_IPV6 (IPv4-mapped addresses enabled) -D APR_USE_SYSVSEM_SERIALIZE -D APR_USE_PTHREAD_SERIALIZE -D SINGLE_LISTEN_UNSERIALIZED_ACCEPT -D APR_HAS_OTHER_CHILD -D AP_HAVE_RELIABLE_PIPED_LOGS -D DYNAMIC_MODULE_LIMIT=256 -D HTTPD_ROOT="/etc/httpd" -D SUEXEC_BIN="/usr/sbin/suexec" -D DEFAULT_PIDLOG="/var/run/httpd/httpd.pid" -D DEFAULT_SCOREBOARD="logs/apache_runtime_status" -D DEFAULT_ERRORLOG="logs/error_log" -D AP_TYPES_CONFIG_FILE="conf/mime.types" -D SERVER_CONFIG_FILE="conf/httpd.conf"

1 0

sort order of the QueueView by last open
by Jose Manuel Pacheco 24 Apr '14

24 Apr '14

I need puts the ticket that i open for see the message at the top list, when i click in the back link, at the M and L views. It is possible?

1 0

Re: [otrs] Automatic Replies, Fetching Email
by Shannon Johnson 18 Apr '14

18 Apr '14

I see a lot of "Scheduler service is stopping due a restart." - Every day at 3:29 to be exact. I don't see anything else interesting. ------ Shannon -----Original Message----- From: Kevin Buchanan [mailto:ksbuchanan@gmail.com] Sent: Tuesday, April 08, 2014 8:23 PM To: otrs_archive(a)googlegroups.com Cc: 'User questions and discussions about OTRS.'; User questions and discussions about OTRS.; Shannon Johnson Subject: Re: [otrs] Automatic Replies, Fetching Email Check the log file: OTRS\OTRS\var\log\otrs.log I'm running 3.3.5 on 2008, and mail fetch/send is working correctly. -Kevin

1 0

New icons in otrs 3.3?
by Ralf Hildebrandt 18 Apr '14

18 Apr '14

The icons in the top left corner look (to me at least) a bit strange. They look as if they were actually two icons each, one on top of each other. See here: http://www.arschkrebs.de/bugs/otrs.png 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 6

open ticket report monthly
by KalyanaChakravarthy MP 17 Apr '14

17 Apr '14

Sql Query: SELECT ticket.tn, ticket.id,ticket_history.state_id,ticket_state.name, max(ticket_history.change_time) AS change_time FROM ticket_history LEFT JOIN ticket ON (ticket.id = ticket_history.ticket_id) LEFT JOIN ticket_state ON (ticket_state.id = ticket_history.state_id) LEFT JOIN ticket_state_type ON (ticket_state_type.id = ticket_state.type_id) WHERE ticket_history.history_type_id = 27 AND ticket_state_type.name !="closed" GROUP BY ticket.tn; At the moment it just groups the records and only gets the max date and not the row associated with the max date Thank you & Regards, Kalyana chakravarthy M .P, Sr software Engineer

4 3

DB Tables
by André Cavalcante 17 Apr '14

17 Apr '14

Hi there, Once I don't have a graphic dashboard plugin, I'd like to build some queries on otrs db (mysql) to show the results in Pentaho. Problem: I don't know in which table data are. Desired result: A graphic dahsboard that shows: - how many tickets are in each queue - how many tickets are locked and unlocked in each queue - how many tickets have escalated per queue - how many tickets per agent, per queue - survey results and other that my imagination can think about. Does anyone know where I can get these information? Thanks -- *André Luiz C. e Cavalcante, PMP, PRINCE2* ITS Manager

4 7

lost password link is not displayed
by Darshak Modi 17 Apr '14

17 Apr '14

3 5

Re: [otrs] DB Tables
by Steve Clark 17 Apr '14

17 Apr '14

On 04/17/2014 07:30 AM, Gerald Young wrote: > sum(case when t.ticket_lock_id = 1 then 1 else 0 end) as unlocked select q.name queue, sum(case when t.ticket_lock_id = 1 then 1 else 0 end) as unlocked, sum(case when t.ticket_lock_id = 2 then 1 else 0 end) as locked from ticket t left join queue q on q.id=t.queue_id left join ticket_state ts on ts.id = t.ticket_state_id group by q.name order by q.name; Worked great, Thanks! -- Stephen Clark *NetWolves Managed Services, LLC.* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

1 0

ITSM Change Management
by Gergely Polonkai 14 Apr '14

14 Apr '14

Hello, is there anyone on this list who has successfully implemented a Change in ITSM 3.x? I have tried and tried, but cannot go forward from requested to approved state. Is there a fully blown tutorial on this? Thanks in advance! Best, Gergely

3 5

Ignoring out-of-office autoreplies
by Sander Goudswaard 07 Apr '14

07 Apr '14

I'd like to avoid autoreplies from customers (out of office etc.) to re-open my tickets, or change the state from Pending-customer to Open. Found these references: https://otrsteam.ideascale.com/a/dtd/Out-of-office-auto-replies/114882-10369 http://blog.otrs.org/2010/10/22/dont-let-out-of-office-emails-change-your-t… Has anyone implemented a solution like this? I'm of course looking for something that survives upgrades and doesn't require too much fiddling. Thanks, Sander

4 6

dashboard new collumn
by André Cavalcante 06 Apr '14

06 Apr '14

Hi there, I'd like to add a collumn in Dashboard New Tickets to show the customer's company and his/her name. Is it possible? Any advice? I'm using OTRS 3.3.5. Thanks, -- *André Luiz C. e Cavalcante, PMP*

2 3

Set status automatically
by André Cavalcante 06 Apr '14

06 Apr '14

Hi there, I'd like to set status automatically to OPEN, once a ticket is LOCKED, so that I don't need to answer the tickets in order to change its status from NEW to OPEN. Do I need an ACL ou a Generic agent? -- *André Luiz C. e Cavalcante, PMP*

2 2

Will the autoresponses only work for email tickets
by Alvaro Cordero 04 Apr '14

04 Apr '14

Hello, I am using OTRS 3.3.5 on a CentOS System I have being trying to make an autoresponse to go out to a customer whenever a new ticket gets created, but it only works when the new ticket is created by email, not when I create a Process ticket nor a Phone Ticket nor an Email Ticket. Since the autoresponse didn't work I tried with a Notification event for the ticketcreate event, but it has the exact same efect, it only goes out when the ticket is created by an incoming email but not when a phone, email or process ticket is created. I know you migth say, if the customer is calling give'em the ticket number or send a email afterwards.... Any advice will be appreciated. -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

3 4

Automatic Replies, Fetching Email
by Shannon Johnson 03 Apr '14

03 Apr '14

I've recently downloaded and installed OTRS 3.3.4 on Windows Server 2012 and for some reason the automated replies aren't being sent, and (probably related, but I've no idea how) it isn't fetching mail from the server every 10 minutes like the documentation says it should by default... Any help? Thanks in advance Shannon

2 1

API - Assign DynamicField upon ticket creation
by Gergely Polonkai 02 Apr '14

02 Apr '14

Hello, I have a dynamic field called ZabbixEventID. When I create the ticket using the API, I'd like to set this field to something. As the API documentation doesn't say anything about this, I'm trying to achieve it like this: my $ticketID = $ticketObject->TicketCreate( Title => $subject, Queue => 'Raw', Lock => 'unlock', Priority => '3 normal', State => 'new', Type => 'Incident', OwnerID => 1, UserID => 1, DynamicField => { ZabbixEventID => 'thing', } ); My other try was my $ticketID = $ticketObject->TicketCreate( Title => $subject, Queue => 'Raw', Lock => 'unlock', Priority => '3 normal', State => 'new', Type => 'Incident', OwnerID => 1, UserID => 1, DynamicField_ZabbixEventID => 'thing', ); but neither worked. Can someone tell me The Right Way(TM)? Thank you in advance! Best, Gergey

1 1

Atualizar OTRS 3.2.5 para 3.3.5
by Victor Franca 01 Apr '14

01 Apr '14

Prezados, boa tarde Tenho um Ubuntu Server 12.4.04 amd64 rodando com o otrs 3.2.5 Alguém tem algum tutorial para realizar a atualização para o 3.3.5? -- .................................................................. Atenciosamente Victor França Analista de Suporte EW Informática Rua Uruguaiana nº 10, Sala 309 - Rio de Janeiro, Centro. +55 21 93203 - 0368 (Opção 5) +55 21 99936 - 7575 (VIVO) e-mail: victor.franca(a)ewinfo.com.br GTalk: victor.franca(a)ewinfo.com.br

2 1

otrs speed consideration
by Mimiko 30 Mar '14

30 Mar '14

Hello. Finally I managed to install and set-up a working OTRS v.3.3.6 to work without any memory leaks. It's working now stable. But the speed is very poor. For a customer to view any ticket, it must wait more than 10 sec. This is very much time. I verified that perl and modperl are used. DB is on separate host with good performance in mysql. Monitoring with top, htop and iotop does not show very much CPU or HDD utilization. There is 4 cores and it seems that otrs uses only one core. Rarely CPU is 100% in use. Also HDD use is less than 20MB/s. Where to dig to improve performance? Thanks -- Mimiko desu.

1 0

Can't run Scheduler on otrs 3.3.4
by Mimiko 29 Mar '14

29 Mar '14

Hello. The scheduler can not start on system start-up, or using /etc/init.d/otrs-scheduler-linux start. The problem is in this: bin/otrs.Scheduler.pl -a status Not Running! *** glibc detected *** /usr/bin/perl: double free or corruption (!prev): 0x0000000001f9a1b0 *** And script hangs. I use Control+C to stop it. I didn't find out why is this error. My system is: Linux 3.2.0-4-amd64 #1 SMP Debian 3.2.54-2 x86_64 GNU/Linux Thank you for help. -- Mimiko desu.

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Re: [otrs] Prevent Escalation if ticket is locked
by Leah Kelly 28 Mar '14

28 Mar '14

We have a set up to where a ticket that has gone 60 minutes or over without a response is escalated. Once an action item is made, the time is supposed to reset, but it seems to be keeping the tickets in escalated view regardless. I am looking for a different way to say ‘I am working on this ticket’ - one that actually keeps it out of escalation and one that preferably doesn’t involve opening the ticket first.

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Re: [otrs] Prevent Escalation if ticket is locked
by Leah Kelly 28 Mar '14

28 Mar '14

The idea is that for certain clients that are managed by an specific agent, we don’t want other agents to touch those (since they are complicated set-ups or new clients that aren’t tickets that are easy to answer for anybody other than the managing agents). We’re looking for a quick flag where we can identify the ticket as ‘don’t touch, i’ve got this’ - they are opposed to the ‘locking’ ticket solution as (1) that involves opening a ticket and reviewing it (which is too much to expect when somebody is already behind) and (2) it doesn’t prevent escalation anyway. Is there such a flag, or such a solution?

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Re: [otrs] Prevent Escalation if ticket is locked
by Leah Kelly 28 Mar '14

28 Mar '14

Thanks, Gerald - can you think of another way we might accomplish our goal? For example, we could make a certain type of action item and set it up so if this was in the ticket, it would prevent escalation. Any ideas?

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Prevent Escalation if ticket is locked
by Leah Kelly 28 Mar '14

28 Mar '14

Hello, We just started using escalation rules to help us stay on top of client emails. If one queue starts to get behind, other agents can jump in and help. However, if an agent locks a ticket, we don’t want it to appear in the list of escalated tickets. So my question - if a ticket is locked, can I prevent it from being escalated?

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Process Management - Unconditionally jump when a transition link is pressed
by Gergely Polonkai 28 Mar '14

28 Mar '14

Hello, We are currently trying to implement processes using the new (for us, at least) Process Management feature. We have created the first steps, now we want to do some transitions. The links in the ticket view show up as ekpected, but whenever I click it, nothing seem to happen. As transitions need a condition, we have added a Dynamic Field to the ticket with a static value (which is set correctly), and in the condition we check if DynamicField_processtest is set to that value (String testvalue). The next activity would putwthe ticket into a new queue, but that never happens. Could someone tell where we go wrong? Thanks in advance! Best, Gergely

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Need help to build ACL
by André Cavalcante 27 Mar '14

27 Mar '14

Hi Everyone, I need some help to build an ACL. I use OTRS 3.3.5. The problem is the following: when th agent moves the ticket to another queue he/she remais the owner until some agent of the new queue locks the ticket, I'd to build an ACL to remove the ownership of the ticket when it is moved. I don't know if it is possible. Thanks for you time. -- *André Luiz C. e Cavalcante* Coordenador de Eleições TRE-BA / STI / COELE

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Re: [otrs] Escalated Tickets shows Closed Tickets only
by Leah Kelly 25 Mar '14

25 Mar '14

Thanks so much - that was a great idea and it worked (to change to open and then to close). I didn’t run the previous query which was responsible for closing them all in an escalated state - and the person who did has moved on. I wouldn’t have dared. Thanks again!

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Re: [otrs] Escalated Tickets shows Closed Tickets only
by Leah Kelly 24 Mar '14

24 Mar '14

Hi Gerald and anybody else who wants to offer a solution - I am continuing this thread here since the subject is more specific to the problem. I found that the closed tickets in escalation are not locked, however I found they are all related to a an issue months ago when we had a problem with duplicates - we ran a query that closed all these tickets (that were in escalation already) to ‘closed successful’. From the History tab, it doesn’t even say they were closed, so I can’t run a generic agent on closed successful, it does not pick them up. I have to query it by ticket first response time reached more than 3 months ago. This query (filter) captures all the tickets that are closed and in escalation that I want to move. The problem now is that I can’t seem to get them out of there without deleting them. Since the ‘Ticket Action’ in Generic Agent doesn’t allow for an update regarding moving a ticket out of escalation. How can effectively accomplish getting these tickets not to show as escalated? Thank you in advance! Leah

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Re: [otrs] Send notification based on article dynamic field
by Rudolf Bargholz 24 Mar '14

24 Mar '14

Hi Sten, Thanks for responding. In the course of a ticket there could be more than one situation in which a patch of the production software would be necessary, so there could be more than one article in one ticket that indicates a patch was loaded. In the customer interface they can see the articles with article based dynamic tickets, but the searching for the tickets using dynamic fields of type article does not seem possible, so we thought the mail notification might be an elegant solution to inform the customer of patches made, and send the mails to a dedicated mail address that the customer could collect all patch mails approved by different persons in a central location. As a last resort we will change the article dynamic field to a ticket dynamic field. Again, thanks for responding. Regards Rudolf Von: Stein Erik Berget [mailto:seb@escenic.com] Gesendet: Donnerstag, 13. März 2014 15:51 An: User questions and discussions about OTRS. (otrs(a)otrs.org) Rudolf Bargholz Betreff: Re: [otrs] Send notification based on article dynamic field On Thu, 13 Mar 2014 15:26:35 +0100, Rudolf Bargholz <bargholz(a)onlinetravel.ch<mailto:bargholz@onlinetravel.ch>> wrote: Hi, Our requirement ist to inform our customer when we load a patch on their productive environment. In order to log this information we have created two new dynamic fields or type “article”: LoadInfo: if this is a “patch” or a “fullversion” Approval: the name of the person that approved the patch We have tried to use the notifications in OTRS to generate a mail to the customer whenever an article is created with a “LoadInfo” = “patch” or “fullversion”: http://support.com/otrs/index.pl?Action=AdminNotificationEvent;Subaction=Add Unfortunately in the Admin-“Add” window for the notification the ticket section displays the dynamic fields, but in the article section it does not seem possible to filter the articles based on values in the dynamic fields. Is this just the way that this is, or can I somehow in the SysConfig tell the notifications to search over the dynamic article fields? Why do you need this to be an dynamic field of type 'Article'? If it where of type 'Ticket' could you use both Generic Agent and Notifications (Event). -- Stein Erik Berget

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Re: [otrs] Forwarding tickets permissions
by Leah Kelly 24 Mar '14

24 Mar '14

Is this a bug? Or does anybody have any guesses on how I might address this?

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Re: [otrs] Need help organizing and prioritizing
by Leah Kelly 24 Mar '14

24 Mar '14

How can I have the ‘Escalated Tickets’ window not show the Closed tickets - I would like to do this across the board, meaning not just using a filter. This will confuse agents when they see ‘Closed’ tickets in the Escalated window on the dashboard. I would like it only to show open tickets that have been escalated.

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Escalated Tickets shows Closed Tickets only
by Leah Kelly 24 Mar '14

24 Mar '14

How can I have the ‘Escalated Tickets’ window not show the Closed tickets - I would like it only to show new or open tickets that have been escalated. This will confuse agents when they see ‘Closed’ tickets in the Escalated window on the dashboard. The weird thing is, when I click on the filter for State, it only has a listing for ‘closed successfully’. Why?

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Re: [otrs] Need help organizing and prioritizing
by Leah Kelly 22 Mar '14

22 Mar '14

Sorry, others are agents. I just need guidance and more information on best practices regarding set-up on escalated and reminder tickets. We need to start using one of both of them. Thanks so much, Leah

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Need help organizing and prioritizing
by Leah Kelly 22 Mar '14

22 Mar '14

My boss is wondering what the difference between escalated and reminder tickets are. Good question in my book, cause I neither know how to use them. For example, one queue is really saturated. Can we find a way to indicate to others that this person needs help and is (in turn) doing more work actually? I’ve read about escalated and reminder tickets but, how do I use them across the board? I would like a notification to go out if somebody is out of office and their tickets are going completely ignored.

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closed notification garbled message
by Darshak Modi 21 Mar '14

21 Mar '14

When I close ticket , the event triggered but in message body comes garbled one. Here I have just put one tag <OTRS_AGENT_BODY[5]> e.g. <p> <span style="color: rgb(0, 0, 0); font-size: 13px; font-weight: bold; line-height: 16.899999618530273px; background-color: rgb(238, 238, 238);"><OTRS_AGENT_BODY[5]></span></p> <br /> Can you please help why this could happen or where to check ? --------------- Warm Regards Darshak

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Are Feature Add-Ons Available for purchase separately?
by Mike Morris 18 Mar '14

18 Mar '14

I see in the latest "OTRS Insights" mailing that there is a new add-on available, namely "OTRS Feature Add-On: Dynamic Field Database", which looks very interesting. Does anyone know if it is available for purchase separately? Their marking piece only talks about availability through a support contract, which is, unfortunately, hopelessly out of reach for my organization.... TIA, Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Random Insight: "Some think Obamacare is the beginning of the end of America, which is ridiculous. We're well beyond that..." - My Humble Self ------------------------------------

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Forwarding tickets permissions
by Leah Kelly 18 Mar '14

18 Mar '14

Hi again, I have some agents who can use the forwarding feature (for an email) and others who are unable to - it just says "One or more errors occurred!”. All agents should have this permission - how do I ensure this? I can’t find a setting that pertains to this. Thanks! Leah

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Sorting Descending by Age
by Leah Kelly 18 Mar '14

18 Mar '14

Hello OTRS friends! I’ve searched and haven’t found much on this, but my agents are wondering if there is a way to permanently sort tickets by age. When in Dashboard, if you click on the ‘Age’ column header, it will sort the opposite direction (descending) - we like this. But then when you click on a ticket, and then go back to Dashboard, the tickets are back to their default ascending sort. Is there a way to make this permanent?

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OTRS CustomerCompany erweitern
by ajh4711 18 Mar '14

18 Mar '14

Hallo, ich wäre froh, wenn mir jemand einen guten Tipp geben könnte: Ich möchte gerne die CustomerCompany um einen „Kundentyp“ erweitern (z.B. Geschäftskunde, Privatekunde). Backend soll die OTRS Standard DB bleiben. Wie gehe ich richtig vor? Wie schaffe ich es ein DropDown zu bekommen. Danke für eure Hilfe! Grüße ajh

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Removing leading zero from ticket number
by Sander Goudswaard 18 Mar '14

18 Mar '14

We have a ticket numbering system of type 'Year', e.g. 2014-xxxxx. Now, after having created 9999 tickets, the ticket number went from 2014-09999 to 2014-010000. We really want to get rid of the leading zero but have no clue as to why the leading zero is added. The minimum length is 5, which has been reached. The TicketCounter.log does not contain a leading zero. If anyone can give me a quick hint... it would be appreciated! Regards, Sander

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Error Message: Impossible to send message
by Nick Lapp 17 Mar '14

17 Mar '14

I just started getting the error message below this morning when trying to send emails out to customers (email address and IP have been masked). The emails are going out to the customers successfully though. Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Mar 17 08:27:16 2014 Message: Impossible to send message to: first.last(a)example.com . RemoteAddress: X.X.X.X RequestURI: /otrs/index.pl Traceback (1210): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.3.5) Line: 2083 Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.3.5) Line: 784 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 Any assistance would be greatly appreciated! Nick

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cite original email
by Irene Eglin 17 Mar '14

17 Mar '14

Hi We would like to decide per queue or per answer, if to cite the original E-Mail or not. Would appreciate any hints, how to do this. Thanks for any help, Irene

1 0