Znuny Open Source Ticketsystem

When sending outbound emails, users often BCC their own internal email address to retain a copy of the sent mail for future use as a template or review. This worked without any issues since we started using OTRS, but just recently it seems to have stopped working. OTRS has stopped sending any BCC ma...

We are looking to add a company signature to our OTRS signature, but for business purposes not allow it to be edited. We are able to add our HTML-based signature without any problems. Our primary concern is agents being able to edit the signature. When composing a new email ticket, the signature is ...

We did the upgrade in our production environment and everything went smoothly. No OTRS Scheduler errors or any other errors for that matter. We're not really sure what may have caused the issue since the test and production environments aren't dramatically different, but it's hard to complain when t...

We installed the upgrade to 3.1.11, coming from 3.1.10, in our test environment. Things were going smoothly until restarting the OTRS service. During the startup, it hit a snag at the OTRS Scheduler Service. [root@user init.d]# service otrs start Starting OTRS.. Checking httpd ... done. Checking dat...

Was that aspect part of the security update? It looked like general code cleanup as opposed to a vulnerability. The release notes stated the security patch was regarding stripping javascripts which looks like it was taken care of by the new "NoSVG => 1" entries that weren't in the prior re...

That fixed it!

An alternative approach is to replace the new DocumentCleanup with the old DocumentStyleCleanup in HTMLUtils.pm.

Thank you!

Thanks Crythias, I'll give that a shot.

Here is the log report: [Wed Oct 24 08:16:29 2012] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/HTMLUtils.pm [Wed Oct 24 08:19:58 2012] [error] Can't locate object method "DocumentStyleCleanup" via package "Kernel::System::HTMLUtils" at /opt/otrs//Kernel/Output/HTML...

We are not ready to do a full patch to 3.1.11, but we applied the recent security update to HTMLUtils.pm, Rev 1.44. Upon applying this updated file, all of our tickets receive an Internal Service Error in the body of the email. We are able to see the body of the ticket via the Large preview windows,...

It looks like this may have been a caching issue with our web browser; the framework updates present in the Custom directories are now appearing in the live environment.

Version 3.1.7 We are altering Output and Modules framework files for our new install of 3.1.7 and are trying to use the Custom folder to prevent future difficulties during minor patches. However, the updated configurations found in the Custom folder files are not being reflected in the live environm...

That was it, thank you both!

Just recently updated OTRS from 3.0.10 to 3.1.7. Most things are running smoothly but whenever I try to make a change via SysConfig I receive these errors: Can't write '/opt/otrs/var/tmp/CacheFileStorable/CacheInternalState/426cdda7dcc61afbec0e19365d194028': Permission denied Can't write '/opt/otrs/...

Well I feel silly; I'm not sure how I overlooked that. Thank you for the prompt response!

We have several files that we have customized: ./otrs/Kernel/Output/HTML/TicketOverviewSmall.pm ./otrs/Kernel/Output/HTML/Standard/AgentTicketEmail.dtl ./otrs/Kernel/Output/HTML/Standard/AgentTicketOverviewSmall.dtl ./otrs/Kernel/Output/HTML/LayoutTicket.pm ./otrs/Kernel/Modules/AgentDashboard.pm ./...

I don't know how we overlooked that CSL, but there it is! Thank you so much!

As it turns out, that was where the code is located in v3.11 which we were running in our Dev environment. In the live environment we're still on 3.10 and that bit of code is nowhere to be found. We're still getting settled into OTRS and so do not want to run the upgrade to 3.11 on live just yet. In...

That looks like what I'm looking for, thank you!

We use OTRS exclusively in the Agent console and have created a custom logo to replace the default OTRS logo on the right side of the header (skins/Agent/default/img/logo_bg.png). The problem is that our logo is longer than the default one, and so gets cut off about midway through. How can we go abo...

Why apologize? You've been a great help! Now to dig around in the code of that plugin and see what we find.

I ran Fiddler when using OTRS in both IE9 and Firefox. The debugger showed the same information on both when doing the same actions and no error flags are presented.

We aren't running a popup blocker and the overlay popup does show up like it should; it just gives that error message instead of showing email content.

Good idea on Fiddler! I'll give that a go and see what's happening.

Thank you for the reply!

Unfortunately, setting IE9 to run in compatibility mode does not fix these issues for us. The page will still load properly and create/send new email tickets, it just experiences the above issues as well.

We have discovered further issues when using IE9. When typing and pressing the Enter key to do line breaks, the cursor will move down a single line no matter how many times you hit Enter. The system will continue to create line breaks that you can manually move the cursor through, but it will not mo...

We are deploying Internet Explorer 9 to our agents but ran into a little snag. The Spell Check function is not working when creating a new email ticket or when responding to a submitted ticket. When we click the button to open Spell Check, it opens the secondary window like it should but rather than...

Hello! I am trying to add a column to the Small ticket overview page that shows if an attachment has been added to the ticket, much like Outlook's column that displays a paperclip icon if there is an attachment. I have added other columns such as a Created Date column to the preview page so that asp...

I am also looking for a way to accomplish this. Upon reviewing the source code of a live OTRS environment, this appears to be controlled by the following: <div class="WidgetSimple QueueOverview"> <div class="Content"> <ul class="QueueOverviewList"> And then from there i...

Thanks Crythias! I was trying to avoid changing that line so that the remaining actions would still go into the ticket, but it really isn't necessary now that I look at it. Lock still locks the ticket, you just don't get directed into it. Users can open the ticket first and then Lock it. History is ...

No luck on this yet. I tried entering the following code below the Set Priority code found within AgentTicketActionCommon.pm if ( $NewPriorityID =! /^Not/i ) { return $Self->{LayoutObject}->PopupClose( URL => ( $Self->{LastScreenOverview} || 'Action=AgentDashboard' Each time I try the code I get an ...

That's very helpful as far as getting singular templates into the New email options, but ideally we would have full access to our pre-written response templates in new emails too. I will be working on trying to merge the code, but from what I've looked at so far it won't be happy about it.

The templates you have already created are technically "Responses". By definition, a new email is not a response so the list you made is not directly available. I have been looking into how to do the same thing, though. While most of our outgoing emails requiring a template are in direct r...

As part of our incoming email ticket procedure, and individual prioritizes each ticket within the queue in order of importance and then another agent will later take and process the ticket. Current functionality dictates that if you use the prioritize action from the queue view, it then takes you in...