Znuny and ((OTRS)) Community Edition

nickyls

Hello,

Stats page is not loading properly and when i create a new stat or try to run the report it throws me error as need stat id.

nickyls

Hello All,

I've OTRS 3.2.5 installed on Ubuntu. I've configured gmail IMAPs for fetching mail.
For a single mail, multiple tickets are getting created since 2-3 days.
This is happening for random mails and only one email id is configured as postmaster.

Please suggest on solution.

Thanks in advance.

nickyls

Hello All, I've installed OTRS 4.x.x version. In order to customize the escalation notification I've disabled default one and using Notifications (Event) wherein I've selected event as EscalationResponseTimeStart and EscalationSolutionTimeStart and selected specific Queue and agents. But I'm not abl...

nickyls

Hi All,

Can anyone tell me know can I make new owner mandatory while changing queue.

Thanks in advance.

nickyls

Hello, I've created a notification event with below filters 1) Event -> EscalationResponseStartTime 2) Recipient -> Agent(Owner) 3) Subject -> test 4) Body -> Test E.g. Responsetime -> 30 mins and using service based SLA Once the Ticket Response escalation time breached, OTRS is not sending mail to ...

nickyls

Hello,

Is it possible to hide the "Reply" to the ticket in customer portal depending on the State?

nickyls

Thank you.

When I'm trying to install OTRS latest version in different directory (eg: /opt/otrsone/) and run "otrs.SetPermission.pl" Its trowing me below error

Unknown option: otrs-group
Unknown option: web-user
Setting permissions on /opt/otrsone

Any clue why this is happening?

nickyls

Thanks for the quick reply.
Since I don't have hardware to define more instance so I was trying to Install 2 OTRS instance on single server wherein; I'll be able to show case the Community edition and customizes OTRS simultaneously on the same server by defining VirtualHost.

nickyls

Hello,

Is it possible to have multiple OTRS installed in one server(Centos)?

nickyls

Thanks for the update.
Can you please tell me where can I change/increase the Timeout for Webservices?

nickyls

Hello,

In OTRS 3.2.x version, web service timeout is set by default?
If yes then what is default timeout set and where.
Because while creating a ticket with attachment using webservice, I'm getting timeout error.

nickyls

Ya I've taken care of all the required perl packages and also checked apache config files.

nickyls

Hi i am trying to install otrs. I followed the instructions from http://wiki.otterhub.org/index.php?titl ... ynx_(10.4) . But when i run localhost/otrs/installer.pl, i get installer.pl file content in browser. Any idea on this?

nickyls

Hello Folks ,

Anyone Please help me to Configure , How to add date field in Customer User(Where Customers are added).

Thanks in Advance.

nickyls

Hello all,

Is it possible to auto decrement the dynamic field value in Process Management.
Like whenever the customer/agent create the new process ticket the dynamic field value supposed to be decreased automatically by 1.
Can i implement this functionality in process Management?

Thanks

nickyls

Please Find following Screenshot forCase II error.

nickyls

Hi! Case I I attached 2 screenshot. In screenshot(Process_Management_Condition1.png) i could able to move Process to "Manager" Queue. But In screenshot(Process_Management_Condition2.png) its not happening. Case II Between i found strange thing. I have also attached screenshots. I created o...

nickyls

Hello crythias , I tried with adding new Conditions, But its not affecting. Means i am not getting desired result. Like for example For the "DynamaicField_bookstatus" field name, if the value "New" or "Renew" it supposed to move ticket to "Manager" queue. If i...

nickyls

Thanks Alot crythias for quick reply. i did what you have suggested me, but when i submit the condition and again i opened the Transition i found the "Renew" Dynamic field is not their in that Transition...that means its Considering only one value either "New" or "Renew"...

nickyls

Hi All! I am using OTRS 3.3. In Process management I am facing problem while defining conditions. If you see the image what i want means if Dynamic Field value "New" or "Renew" at that moment it automatically move to "Manager Queue".I tried with single dynamic value &qu...

nickyls

Hello, When ticket comes in closed state i want to block customers reply button option.that means i don't want to reopen ticket by customer...BUT in open,pending,new these kind of states the customer should able to reply ticket. I just want to ask that is it possible to control this scenario through...

nickyls

Hi,
I have followed and used below package to build connectors for webservices
https://metacpan.org/pod/otrs.CreateTicket.pl

I was able to do create and get operation using these connectors.
What is the url if i want to do same operations from external system?
In what format the data has to be sent?

nickyls

Hi All,
Can anyone explain me on what basis OTRS 3.2.11 is storing epoch time in timeout column.

Thanks in advance.

nickyls

Hi everyone,
Is it possible to filter ConfigItem with respect to owner in Import Export Module
If yes, can any one tell me how could be possible?

Thanks in advance.

nickyls

By default otrs allows to access the CI's who has permission to itsm-configitem. Is it possiible to restrict permission to particular class. Say Agent 1 to Computer Class [Ro,Rw] Agent 2 to Sofwtare Class [Ro,Rw] Agent 3 to Location Class [Ro,Rw] Agent 4 to Computer, Software, Location Class [Only R...

nickyls

But their email id's would be like firstname.lastname@mydomain.com, where firstname.lastname is the 'sAMAccountName'.
So i am trying to append "@mydomain.com" to sAMAccountName and use this as Email field. Is it possible?

nickyls

Thanks, You post and your suggestion helped. Cleared in sysconfig and runned via config.pm. It worked. One more query, there is no email entry in AD. so can have like this? my $EmailID = 'sAMAccountName@domain.com'; CustomerID = $EmailID'; [ 'UserEmail', 'Email', $EmailID, 1, 1, 'var', '', 0 ],

nickyls

Thanks have overcomed the first bind error, but i am unable to complete the look up ldap.
getting the error as "Authentication successful but no record found" as above post and logs says as above and "No such user 'test'!".

But able to login with same user as Agent.

nickyls

Anyone faced this?

nickyls

Thanks Jojo, username/password was wrong. I am getting this error Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator. And my log shows Message: 000004DC: LdapErr: DSID-0C0906E8, comment: In order to perform this operation a successful...

nickyls

yes its perfect, is there anything i am missing in code?

nickyls

Thanks,

But have no issue in Authenticating Agents, its working fine.
I am facing in binding for customers.

nickyls

I am able to authenticate for agents but for customer i am getting the error as Message: First bind failed! 80090308: LdapErr: DSID-0C0903A9, comment: AcceptSecurityContext error, data 52e, v1db1 I am using the same search user and password. Below is my Config.pm # Enable LDAP Authentication for Age...

nickyls

jojo wrote:if you are using smtp to send your mails, switch to sendmail

Thanks Jojo. Can you please explain how does it makes difference in changing the Send mail type.

nickyls

Hi Everyone, I've installed OTRS 3.2.3 on Ubuntu Server. OTRS and MySQL are in different server. Server configuration details as follows: APP DB OS Ubuntu 12.4 Ubuntu 12.4 CPU core count 2 2 Memory (GB) 6 6 Disk Size (GB) 400 600 Apart from the below point mentions, OTRS is working perfectly. 1) Whi...

nickyls

hi All! I have installed OTRS3.2.1 & Nagios3 in ubuntu instance. but while integrating in nagios log i got following error Check of service 'OTRS Number of tickets' on host 'localhost' did not exit properly! also in otrs log i got follwing error mesage: SystemMonitoring Mail: SystemMonitoring: C...

nickyls

Thanks swerny...I got addon from this.

but now how to configure/integrate to my phone system...

nickyls

i want to integrate my telephone system in OTRS. for telephonic calls, telephone ticket interface is displayed with the corresponding customer data?

nickyls

hi!

how to integrate CTI With OTRS?

nickyls

hi!

i want to apply the same strip color as it defined it in priority in the dashboard wigdet..
if you see in pic attached the priority color is blue.so i wanted to apply same blue color to that ticket in Dashboard.

nickyls

hi!

i want to apply the same strip color as it defined it in priority in the dashboard wigdet..
if you see in pic attached the priority color is blue.so i wanted to apply same blue color to that ticket in Dashboard.

nickyls

hi experts!

i wanted to define one more field while adding groups.i have added it in dtl files also i added one column for that field.but its not reflecting in database table.
i modified sql query in .pm file,but still not woking.

nickyls

Thanks reneeb,
without going into the ticket history i would like to know to which Queue the ticket was created.

nickyls

Hi All,
I want to create new ticket number generator in the form of selected Queue name while creating the ticket with auto increment number.
Eg RAW0001.
How to get the queue name selected before the ticket number is generated?

nickyls

Hi all,

Does selecting notify by send notification to Agents?
Escalation - first response time (minutes): ( Notify by - 10% 20% 30% 40% 50% 60% 70% 80% 90% )
Escalation - solution time (minutes): ( Notify by - 10% 20% 30% 40% 50% 60% 70% 80% 90% )

nickyls

i have installed nginx webserver.Also Configured nginx.conf file.
but still i am unable to install installer.pm.

nickyls

Pls help this has become major issue now...

nickyls

hi! what would be the ideal version of mod_perl for OTRS 3.0.11 installed in REDHAT Linux? The CPU load check is shows less than 1 load.what is the ideal load ? i have enabled APACHE::DBI. In Manual suggesting us that enable APACHE::DBI when ticket count reached upto 65k.I have enabled it before cou...

nickyls

how to configure Configuration part, i have highlighted in image.
For Ubuntu,Debian,Fedora Upstart has been suggested.but what about for REDHAT?

i have downloaded script .though i added otrs user but while running script it given me permission denied mesage.

nickyls

we installed on REDHAT Linux..with rpm

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