Znuny Open Source Ticketsystem

blastik

good point indeed.
I'll include it in my Ansible Playbook for the next framework upgrade.
Bacula job gets the whole otrs folder as a backup.

Thanks again

blastik

Thanks! Created a new config file: <?xml version="1.0" encoding="utf-8"?> <otrs_config version="1.0" init="Application"> <ConfigItem Name="Daemon::SchedulerCronTaskManager::Task###Custom10" Required="0" Valid="0" ConfigLevel="...

blastik

That would be by editing the xml files into /Kernel/Config/Files ?

ex. https://otrs.github.io/doc/manual/devel ... xml-config

??

blastik

Hi,

After updating to OTRS5 and the changes with the Cron Jobs I see that only 9 are available for configuration in Daemon::SchedulerCronTaskManager::Task
Any of you know if this can be increased?

Regards,
D.

blastik

hi,

it would help if you explain what are you trying to achieve with this because to me it doesnt make much sense.

blastik

nooone ?

blastik

I would try to go through all the stats i've created and put wider time values ? Could you please explain more ? I don't undertand what you want to say by put wider time values :( Thanks. Try to export all the stats. Delete them. Do upgrade. Import them. Looks like the upgrade script doesnt like so...

blastik

up?

blastik

I would try to go through all the stats i've created and put wider time values ?

blastik

Nice one! Got it: ERROR: OTRS-CGI-10 Perl: 5.18.2 OS: linux Time: Fri Mar 4 11:19:18 2016 Message: Need CustomerID! RemoteAddress: 10.130.0.106 RequestURI: /otrs/index.pl?Action=AgentTicketLockedView Traceback (31706): Module: Kernel::System::CustomerCompany::CustomerCompanyGet Line: 173 Module: Ker...

blastik

ACL's are not meant for this. Let me copy paste you the info from the manual....

Access Control Lists (ACLs) can be used to control access to tickets, modules, queues, etc., or to influence actions on tickets (closing, moving, etc.) in certain situations.

blastik

Hi lads, I've been facing the same problem for a while. I can't get rid of the error Need CustomerID! from my SysLog. I guess, that it has to do with my Customer Database configuration but after searching the forum as well as tweaking my Config.pm... i'm unable to fix it. I have a setup with both LD...

blastik

Noone ?

blastik

Hi guys, I'm trying to get a couple of Queues to sort the tickets by Age Ascending and I've setup Ticket::Frontend::AgentTicketQueue###QueueSort as follows: 2015-06-16 16_50_58-Ticket -_ Frontend__Agent__Ticket__ViewQueue - SysConfig - Admin - OTRS 4.png However it doesn't work. The by dafault rules...

blastik

Hi, Everytime look into a new ticket sitting in one of My queues I get this error in the System log: Decoding the JSON string failed: unexpected end of string while parsing JSON string, at character offset 250 (before "(end of string)") at /opt/otrs/Kernel/System/JSON.pm line 127. Normally...

blastik

Sorry to follow about this again...
Then I guess that the only possible workaround would be to create a new queue shared between Operations and the IT team.
What do you guys think?

Thanks

blastik

Sorry just realised this post should be in Help :S

blastik

Hi guys, Up until now the OTRS im administering was only used by the IT sysadmin and the developers team (one queue each) but now i'm adding the Operations (with their own queue) who are going to work as agents as well (previously they would work as customers only with the company tickets option ena...

blastik

Awesome! Thanks!

blastik

Here is my complete Config.pm with the Customer internal DB part added # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2010 xxx, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.23 2010/01/13 22:25:00 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For ...

blastik

The error I get is: Can't modify constant item in scalar assignment at /opt/otrs/Kernel/Config.pm line 155, near "'login',"\nBEGIN not safe after errors--compilation aborted at /opt/otrs/Kernel/Config.pm line 291.\nCompilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl ...

blastik

Hi guys, My agents and customers are currently authenticating to my AD but now i want to also use the internal OTRS Customer DB only because I want to save customer email addresses so the remittent field autocompletes next time I want to send an email to them. I tried to add contacts into my AD but ...

blastik

Ah! found it! Its Queue ID 13, but ive changed it and I still can see the Dynamic Field in there when I reply an email article...

blastik

Sorry...

Where do I see the ID ?

blastik

Sorry guys but i'm unable to hide a dynamic field "TicketFreeText15" with label "Platform" at the "Operations" queue. I'm adding the following code at the very beginning of AgentTicketCompose.dtl and AgentTicketClose.dtl. Any hints? <script type="text/javascript&qu...

blastik

I didnt know that! Thank you! I have a couple more questions if you dont mind but i dont want to create another thread... I need to hide a DynamicField from a Queue. The dynfield name is TicketFreeText15 and the label is Platform. The queue where that dynfield must be hidden is called Operations. Ha...

blastik

Hi, I was researching around the forum, manual and Sysconfig but i havent been able to find an answer. Is there any way of creating a linked ticket from the Agent Ticket Zoom view? Something like 'New child/parent ticket' to an existing ticket that when finish the ticket creation both tickets are co...

blastik

Okay I found the problem. For some reason the field name "config" in the "dynamic_field" table had the following format in the old system (MySQL version 5.1.73): PossibleValues: Key1: Value1 Key2: Value2 Key3: Value3 ... The new database (MySQL version 5.5.40) didn't like that, e...

blastik

FYI

Checking viewtopic.php?t=22410 and viewtopic.php?f=81&t=19169

blastik

Cyntias,

I've checked the database and the values are there. What could have happened?

blastik

I answer myself... other dynamic fields didn't have Scandinavian characters into the values and they were not restored...

blastik

Thank for your answer. The values contain Scandinavian characters. Maybe is because of that?
I need to migrate OTRS to a new server. Do you recommend me to introduce the missing values manually using the OTRS GUI?

D.

blastik

Anybody please?

blastik

Hi, I was doing a restore test of our OTRS 3.3.7 and everything went right. I couldn't get the Restore script to work so I ended up creating a new DB and restoring the dump. The only problem i found is that some the values of the Dynamic Fields were not backed up for some reason. That means the Dyna...

blastik

Well... xfiles. I changed the location using the Admin interface instead of directly editing the Config.pm file and it works now??!!!

blastik

Hi, My LDAP sync for Agents and Customers works amazingly well but I'm doing some adjustments in our AD and I need to move the bind user called "otrs authentication" to another OU. Here is my current config: # ---------------------------------------------------- # # LDAP for Agents # # ---...

blastik

Ok that's a little bit crazy... I've not dont anything and submitting tickets from the web works again... Here is the Apache2 error.log [Wed Nov 20 13:29:22 2013] ZZZAAuto.pm: Subroutine Load redefined at /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7. [Wed Nov 20 13:29:22 2013] ZZZAuto.pm: Subrou...

blastik

I have to say that I had little bit of trouble in the upgrade. Solved by running scripts/DBUpdate-to-3.3.pl cos I didn't remember it was not a patch level upgrade

blastik

Thanks for your answer! Here is what i found in the apache2 error.log. Does it help? ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Nov 20 11:34:19 2013 Message: Sizelimit exceeded RemoteAddress: xxxx RequestURI: /otrs/index.pl?Action=AdminCustomerUser;Nav=Agent Traceback (2207): Module: Kernel...

blastik

Hi there, I upgraded from 3.2.10 to 3.3.1 and everything works as it should except for one thing: When a customer log in to the Helpdesk website and tries to create a ticket it doesn't work. The behaviour is weird, after clicking on "Submit" the page tries to refresh but the ticket is not ...

blastik

I solved this by running scripts/DBUpdate-to-3.3.pl

blastik

Anyone ?

blastik

Hi guys,

When I print the following stat all the times are shown as 0h 00m
Object: TicketSolutionResponseTime
Evaluation by: Solution Average

Is it necessary to activate an SLA so this starts to count? If not, what might be wrong in my setup?

Thanks!
D.

blastik

Following up on this....

I think OTRS should create an addon for this. My company will be very interested on paying for it

Regards,
David

blastik

Hi all!! I've successfully upgraded my OTRS from 3.1.9 to 3.2.2 (MySQL - Ubuntu) All looks good except one thing. I had some Scandinavian characters in some Dynamic fields that they were showing perfectly before the upgrade but not any more. See attached. Sorry I had to blur some parts. As you can s...

blastik

Ok I guess that's a huge query as system needs to pick up the times when a ticket changed the state, compare it with the current time, make the calculation and also show it by owner...
If you can help me with that, it would be awesome

blastik

(bump)

Ok let's explain it different way.
Is there any way to generate a statistic saying the average time a ticket spends per state (new/open/waiting for user/waiting for provider)? Separated by owner.

Thanks!
D.

blastik

nope. that doesn't help me to archive what i'm looking for. there should be some watchdog running around and counting the time since someone opens a ticket until we close it.

thanks!

blastik

Hi there guys,

I've been doing a little bit of research everywhere but I couldn't find the answer.
I want to track the lifetime of a ticket by counting the minutes per state.
For example, ticket spent in new state, open state, waiting for provider...

Is that possible somehow?

Thanks!

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