Znuny Open Source Ticketsystem

nking

No, no custom Language files.

nking

I keep seeing this 'notice' in the logs:

No FormatTimeString() translation found

It started happening recently because I monitor logs often. It is not technically an error but I cannot figure out the reason for it and we have not made any modifications to the code base (it was suggested to me ...

nking

I edited /Kernel/Config.pm to enable login with LDAP. I was able to log in successfully. How do I sync LDAP database with OTRS? Is there a script that needs to be run to enable login for other agents who do not have prior accounts set up?

nking

We have successfully been using OTRS since 2011 and now have created new setup using 3.2 most recent version. I have been able to configure LDAP as authentication method.
The question is, though, is there a way to ensure all agents that exist in our LDAP are able to access OTRS ?
Or is it a ...

nking

We are in the process of re-creating our Ticket System and installed 3.2 version. I am very interested in Process Ticket functionality but even after enabling the module, I don't see it in Tickets dropdown menu of a toolbar. What am I missing here?

nking

I am currently upgrading otrs to 3.1 (3.2 is the goal) and I wonder if lightbox can be installed in 3.1 and 3.2. The plugin had worked beautifully on 3.0 and I would like to keep this functionality.

nking

I am having this problem that has become quite serious. I am not seeing any major errors in otrs and Apache logs but when I am creating new customer, I then go to Customers-Groups tab to assign that Customer to a particular group. But I don't see him/her on a list. At the same time, the Customer is ...

nking

Lately 'Reply' window in our Ticket System became very slow, even though the system itself is normal. I dug into logs and I found error in Apache log:

index.pl: Use of uninitialized value in numeric eq (==) at /opt/otrs/bin/cgi-bin/../../Kernel/Modules/AgentTicketCompose.pm

I assume this means a ...

nking

I enabled 'Services', linked Workorder to Service that Customer has access to and now Change is shown in Customer frontend BUT it is not clickable, as in Customer can view:

- state of Change
- number
- title
- numbers of workorders
- planned start & end

...and I suppose I can add other columns ...

nking

We are working on implementing Change Management module. I enabled module for Customers in Frontend::Customer::ModuleRegistration.

For my testing change entry, I added demo customer user as CAB member and still cannot get it to show up in Customer dashboard, I adjusted permissions in Customers ...

nking

So my task now is to include columns:

create_time
change_time

I understand I can't get close_time timestamp unless I implement that timestamp. I have done that before, will have to dig a little and do it again...

nking

Thank you! Looks like I am on the right path after all

nking

I suppose I can use some kind of statement like...

Code: Select all

LEFT JOIN ticket_history USING queue_id WHERE ticket_history.queue_id = 12;

12 is the queue id I am looking for.

nking

I can query for particular name in column name in table ticket_history but how do I narrow results down to that particular client only or to ticket number?

mysql> describe ticket_history;
+-----------------+--------------+------+-----+---------+----------------+
| Field | Type | Null | Key ...

nking

At ticket_history table I found history_type_id value that represents updating Queue... But how do I tie it all together. This is what I have so far to get what I need:

mysql> select * from ticket where queue_id = '12' and customer_id = 'something' and create_time between date_sub(now(), interval ...

nking

Those are configured via Admin panel so they are stored in db.

nking

I am working on a query to include in web page that needs to show information regarding ticket created in specific queues. I figured out everything else: how to select customer, date range, states. But if I use value query_id like below:

select * from ticket where queue_id = '12';
it includes ...

nking

Recently I had to change frequency of GenericAgent jobs via crontab. I noticed that they do not all run every 5 minutes as I edited. For example, first 25 (or so) jobs run and then during next run the rest of the jobs run... So I am wondering, is there a limit of GenericAgent jobs that can be run ...

nking

I was modifying this part:

Code: Select all

Queue => 'Problem::High Priority',
        Priorities => ['3 normal'],

But you are right, I dont need them. I just wanted to make sure 'CustomerNo' is the attribute I should use to make sure it only moves tickets for that particular client

nking

'move all High Priority tickets from abc to Emergency' => {
# get all tickets with these properties
Queue => 'Problem::High Priority',
CustomerNo => ['abc'],
# new ticket properties
New => {
Queue => 'Problem::Emergency!',
Owner => 'abc@abc.com',
},
},

Does that look about right?

nking

We have just recently got involved with a new Customer who requires very fast response. For example, for High Priority tickets, we are required to respond within 30 minutes. What I need to accomplish is a custom script that runs at least every 5 minutes or more frequently, and moves tickets from ...

nking

Yes! Thank you. Added the following pieces of code to accomplish this:

<th class="Responsible $QData{"CSS"}">
<a name="OverviewControl" href="$Env{"Baselink"}Action=$Env{"Action"};$Data{"LinkSort"};SortBy=Responsible;OrderBy=$LQData{"OrderBy"}">$Text{"Responsible"}</a>
</th>

...and

<td><div ...

nking

I am looking into adding an additional column for the QueueView page (Tickets >> Queue View >> [some queue]). I want to add column "Responsible Agent" so our guys could just go into appropriate queue and see what tickets have not been picked up yet. I have customized dashboard before, no problem ...

nking

I do not really understand this part

Please adjust the ${INTERVAL} part to your needs.

Would appreciate any help to understand this syntax better

nking

You are absolutely right. After further testing it all became clear.

Thank you for response!

nking

I am having an issue after most recent SVN push, that after I add a Note that is specified to certain agents, they do not receive them via email.
There are absolutely no errors in System Log. For example when I review tickets that are locked, I want to create a note and specify agents whom I want ...

nking

crythias wrote:otrs/Kernel/Modules/AdminCustomerUserGroup.pm
Code: Select all
sub Run {
    my ( $Self, %Param ) = @_;

    # set search limit
    my $SearchLimit = 200;

Great! Thank you so much for your help! Much appreciated, Sir.

nking

crythias wrote:Check this thread as well: viewtopic.php?f=62&t=12487#p48841

I looked at the thread but I cannot find where I make a change?

nking

you can search for customers in the screen (if you have at least 3.0.x)
I guess for now I will really have to manually look for those customers who are not being displayed due to these 200 limitations. It is kind of inconvenient though and I am just not familiar with Perl to find where it might be ...

nking

I went to Manage Customer-Services Relations and it also limits me to 200 customers... So if I go with Services / SLA solution, it still won't solve my problem

nking

Yes, I realize that but at this point I will have to re-do all the settings. Person who set it all up is no longer employed with our company and he created most configurations.

nking

Our customers all have different permissions, which is why I assign them to different groups. For example, some have 24/7 support and some do not... So I need to be able to assign new customers to a group that has permissions to access a queue that only 24/7 support customers have access to ...

nking

I am hoping to resolve this issue soon. Here is what happens:
When number of our customers exceeds 200, I can only see 200 in Customer-Group Relations tab. That means I can only set permissions for first 200 customers and the rest of them do not get displayed in these settings. Is there a way I can ...

nking

Great idea! Why did you guys stop working on this project though? I think OTRS users / admins need blogs like these

nking

We have set up a testing environment for our Ticket System, and it is in SVN. However, live Ticket System is not in SVN yet. We want to merge Trunk of a testing environment to live site's trunk. I would like to know if otrs has an internal mail queue that could build up if, for example, email is ...

Znuny Open Source Ticketsystem

Search found 35 matches

Re: No FormatTimeString() translation found

No FormatTimeString() translation found

Re: Agent Management & LDAP issue

Agent Management & LDAP issue

Process Ticket tab is not shown in toolbar

Re: Add lightbox to image attachments

Recently created customers are not shown in Customers-Groups

[Solved]Error: Use of uninitialized value in numeric eq (==)

Re: How to make 'Changes' viewable by Customers?

How to make 'Changes' viewable by Customers?

Re: Looking for MySQL query to select "Created in Queue" val

Re: Looking for MySQL query to select "Created in Queue" val

Re: Looking for MySQL query to select "Created in Queue" val

Re: Looking for MySQL query to select "Created in Queue" val

Re: Looking for MySQL query to select "Created in Queue" val

Re: Limit of GenericAgent jobs?

Looking for MySQL query to select "Created in Queue" value

Limit of GenericAgent jobs?

Re: Custom GenericAgent script?

Re: Custom GenericAgent script?

Custom GenericAgent script?

Re: Customizing QueueView

Customizing QueueView

Re: Integration Between OTRS and Jasper Reports

Re: Note is not sent to an Agent

Note is not sent to an Agent

Re: Customer-Group Relations

Re: Customer-Group Relations

Re: Customer-Group Relations

Re: Customer-Group Relations

Re: Customer-Group Relations

Re: Customer-Group Relations

Customer-Group Relations

Re: Check the new OCB Blog!

Moving OTRS from SVN to production