Znuny and ((OTRS)) Community Edition

EXG133

Might be related to this: http://bugs.otrs.org/show_bug.cgi?id=11827

Try upgrading to 5.0.9

EXG133

It's looking for: if ( $String =~ /\Q$TicketHook$TicketHookDivider\E($SystemID\d{$MinSize,$MaxSize})/i ) If you're using autoreplies or are simply replying in the ticket it should set Ticket::Hook , Ticket::HookDivider and the ticketnumber automatically... Do you have an example perhaps? Don't forge...

EXG133

Try this, sounds right for your scenario:

PostMaster::PreFilterModule###3-NewTicketReject

Blocks all the incoming emails that do not have a valid ticket number in subject with From: @example.com address.

EXG133

I guess your DefineEmailFrom setting is set to 'Agent Name'? Change it to 'System Address Display Name'

EXG133

What do you see in the webservice debugger? You could also create a REST webservice, perhaps that's easier to work with.

EXG133

If I understand correctly you want to look for TicketNumbers in the body of incoming email?

In that case, enable this option in the SysConfig:

PostmasterFollowUpSearchInBody -> Yes

EXG133

Those really should have been blocked by your mail or spam server..

If you can't change your mail/spam server this regex should (haven't tested) match an empty string:

^$

So you filter From & Subject with that regex and then set X-OTRS-Ignore to 'True'

EXG133

If you have an email to SMS gateway you can enter the 'customer email' in the format that the gateway requires. As an example, our gateway uses the "0123456789@sms.domain.com" format to send a text message to the 0123456789 phone number. Be very careful with your notifications and mails if...

EXG133

Do you mean the ExternalTicketRecognition? Can you show us your settings?

EXG133

I'm not sure it's required but try adding this line:

$Self->{'AuthModule::UseSyncBackend'} = 'AuthSyncBackend';

EXG133

Search for PendingDiffTime in Sysconfig

EXG133

You cannot add the official repos without a valid subscription. And if you can't use the official RedHat repo's ... might as well use CentOS.

EXG133

Hi <OTRS_UserFirstname>, <OTRS_CURRENT_UserFirstname> <OTRS_CURRENT_UserLastname> added a new note to ticket [<OTRS_TICKET_TicketNumber>]. Note: <OTRS_CUSTOMER_BODY> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentTicketZoom;TicketID=<OTRS_TICKET_TicketID> ...

EXG133

Contacts do not use the same fields as regular users. 'mail' and 'cn' might not be filled or may not contain what you'd expect. The email address is probably in msExchUMDtmfMap, but that's a multi value string so I'm not sure if OTRS will like it.

EXG133

What are you TicketHook settings in Core::Ticket?

EXG133

Well the problem is that the /opt/otrs/Kernel/System/Auth/Sync/LDAP.pm trusts the LDAP source and fetches the exact content of the field, nothing more. I'm sure any OTRS developer could catch that value and look up the name of the dn, but I'm not familiar enough with Net::LDAP. If you've got a suppo...

EXG133

'Manager' in AD is always the distinguished name of another user.
You could create a new custom field in AD and populate this with the names of the manager based on the Manager attribute. That sounds a lot more simple than trying to get the name in OTRS code.

EXG133

Well you quoted the CacheTTL variable yourself. modify it to whatever you prefer. It's in seconds, the "60*60*24" is to visualise a whole day worth of seconds, 86400 seconds would work the same but is less recognisable. Set it to this for a week of cache: CacheTTL => 60 * 60 * 24 * 7, or i...

EXG133

Just add <OTRS_TICKET_TicketNumber> in the Agent::AddNote notification in http://hostname/otrs/index.pl?Action=AdminNotification like jojo said, you can use the variable there. You don't need it in the actual article subject. We just prefill the subject with "Note:" so Agents feel inclined...

EXG133

We have an attempt to count the number of Changes linked to a Ticket and write this value to a dynamic field. So I have an XML: <?xml version="1.0" encoding="utf-8"?> <otrs_config version="1.0" init="Application"> <ConfigItem Name="Kernel::System::Populat...

EXG133

Oops I just checked on my otrs5 VM and seems like Unclassified is in fact there by default. So go to /otrs/index.pl?Action=AdminType and see if Unclassified is valid. If it's not and you want to use it, just set it to valid. Otherwise check your Sysconfig and correct all occurences of Unclassified w...

EXG133

Well you need to find why OTRS is trying to use Unclassified, it's not a default Type. Check your /var/log/messages for more detail about the error. You can also search in your sysconfig for Unclassified.

EXG133

Enable Debug (see link below) and try again with your original config:

viewtopic.php?f=62&t=28950&p=117040&hilit=SMTP#p117040

EXG133

See here: viewtopic.php?f=62&t=28950&p=117040&hilit=SMTP#p117040
It should work the same way for OTRS5

EXG133

I suppose you changed the settings to match your LDAP server instead of using the default values? Your error message literally says the user cannot be found.

EXG133

You need to check in /var/log/messages what the complete errormessage is. System Log often leaves out essential information.

EXG133

Which webserver do you use?

If Apache: Check if you have a LimitRequestBody setting somewhere ( http://httpd.apache.org/docs/2.0/mod/co ... equestbody )

EXG133

Eh feel free to use the UnitTest script for what it's meant: unit testing ( https://otrs.github.io/doc/manual/developer/5.0/en/html/unit-tests.html ). Defintely don't use it on your production system, these are scripts to help during development. You can check out what the script did in the file $OT...

EXG133

You may need an additional step depending on the version of your MySQL: http://dev.mysql.com/doc/refman/5.6/en/innodb-data-log-reconfiguration.html Also make sure you put the setting in the correct part of your my.cnf, it should be in the [mysqld] part You also *need* to: 1) stop the service (with t...

EXG133

http://www.postgresql.org/message-id/5665.1202148155@sss.pgh.pa.us > PGSQL ERROR: FATAL: terminating connection due to administrator command This means that something sent the server process a SIGTERM signal. So something is shutting down your database. Possible culprit could be the Linux out of mem...

EXG133

If you want to user your AD users as customer you need to use "$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';" and define the proper backend settings.
Can you show the complete $Self->'Customer:: stuff with your credentials etc filtered out?

EXG133

Are you using the basic queue escalations (like Escalation - solution time (minutes)) ? This uses the ticket creation date and the offset you defined in the queue definition, nothing else. One of the reasons you shouldn't reopen tickets

EXG133

The problem is most of these bounce mails are entirely new mails. They're usually not a reply. Depending on the mail system it might have the title of your mail in the body, or it might have your original mail in attachment, or some of the headers, or ... You could try enabling 'PostmasterFollowUpSe...

EXG133

Did you try:

GenericInterface::Operation::TicketSearch###SearchLimit
Maximum number of tickets to be displayed in the result of this operation
Default value: 500

I've never needed to search more than 500 tickets so I didn't test it, but that sounds an awful lot like what you're looking for.

EXG133

An option: Admin Web Services Pick a web service Debugger Clear Your data is your responsibility. Not responsible for "Oh, I really wanted that". Make a backup first if you think it's important. Speaking from experience this can take a LONG time so be patient. @ daguilar : You might want ...

EXG133

Not the answer I was expecting in a community page about OTRS, but thanks for your help. "How to use a tool like OTRS optimally for your organization?" is not a good question for an open forum. We don't know you or your company, your processes, etc. If you have specific questions I'm sure...

EXG133

Did you try looking in SysConfig?
Hint: GenericInterface::Operation::TicketSearch

EXG133

Check your webserver log. Only time I've seen this was when there was an issue with sending mail.

EXG133

Empty fields show for me and I didn't modify anything on AgentITSMConfigItemZoom. Is yours a fresh installation?

EXG133

That's strange. The first part isn't really a command, are you sure you didn't leave something out? /run/otrs/ '||' means only continue if previous command failed 'mkdir -p /run/otrs' create the directory '&&' means only continue if previous command succeeded (technically if it returned 0, u...

EXG133

Anything in your apache error_log?

EXG133

Disclaimer: this is OTRS 3.1 , the final modification of the system before it is permanently archived. Goal: we want to check when a ticket in a specific queue and with a specific subject is closed and then email a group mailbox. Problems: 1) the ticket is closed via a webservice call without an Ar...

EXG133

SendmailNotificationEnvelopeFrom is filled in?

EXG133

reneeb wrote:@EXG133: Therefor http://opar.perl-services.de/package/R/ ... sterFilter exists (maybe this will be integrated in OTRS6)

Installed it, configured it and works way better than what I hardcoded. Thanks! I will suggest OTRS they include this in the core, very convenient.

EXG133

In the default Postmaster filter you can use ONE value with a capture group: Filter: Subject: (?i)Example#({7d}) Email Header: X-OTRS-DynamicFieldExampleNumber: [***] This will capture the 7 digits between ( ) [***] is the syntax to fill in the values of the capture group. If you need to capture mor...

EXG133

I would really suggest only using OTRS on Linux, installing on Windows seems a dead end (no OTRS 4 or 5 installers).

EXG133

I misread your post, sorry. I don't see anything that would indicate a 500.. Since you're getting 'file does not exist' try running otrs.SetPermissions.pl with the correct user & group for your setup. Please make sure you doublecheck that all accounts are set up correctly with sufficient rights ...

EXG133

You're sure you're not overwriting it in a later filter? Can you see in the system log (/var/log/messages) if the filter is being applied?

EXG133

Outlook sets the 'X-Priority' header only when you select 'high importance' or 'low importance'

High:
X-Priority: 1

Normal:
No header added

Low:
X-Priority: 5

I just tested it and that works.

EXG133

No problem there.

The queue value in System Address is used when you have one mailbox with aliases. Then you would select "based on To: field" in the Postmaster Mail Account admin screen and OTRS uses the values you select in the System Address admin screen to distribute the tickets.

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