Search found 217 matches

by EXG133
29 Sep 2017, 16:35
Forum: Help
Topic: [SOLVED] OTRS 5 and LDAP friendship
Replies: 8
Views: 5332

Re: OTRS 5 and LDAP friendship

For AD you usually need to set UID to 'sAMAccountName' , not sn (lastname) attribute.
by EXG133
18 May 2017, 15:28
Forum: General
Topic: Best practices - Single Point of Contact
Replies: 3
Views: 2177

Re: Best practices - Single Point of Contact

http://doc.otrs.com/doc/manual/admin/5. ... ng-tickets

Depending on what you want you can use Responsible or Watch function.
by EXG133
03 Feb 2017, 17:20
Forum: Help
Topic: Error when external incoming email
Replies: 2
Views: 1576

Re: Error when external incoming email

Look in your SysConfig for ExternalTicketNumberRecognition , I think you enabled it but didn't fill in all fields.
by EXG133
09 Dec 2016, 13:02
Forum: Help
Topic: OTRS taking too long to close a ticket
Replies: 1
Views: 1129

Re: OTRS taking too long to close a ticket

Most likely mail issue. Are you using "SMTP" in your Sendmail settings in sysconfig? It's preferred to set up a local MTA to avoid slow mail transfer affecting ticket actions.
by EXG133
05 Dec 2016, 15:13
Forum: Help
Topic: Do not unlock ticket when moved to another queue
Replies: 2
Views: 1560

Re: Do not unlock ticket when moved to another queue

Search for "ForceUnlockOnMove" in the SysConfig
by EXG133
02 Dec 2016, 10:36
Forum: Help
Topic: Embed OTRS in an IFrame
Replies: 3
Views: 3503

Re: Embed OTRS in an IFrame

Just to be sure: you changed all the files mentioned in the git commit and not just the XML? It's possible you need to use otrs.Console.pl to clear caches: perl bin/otrs.Console.pl Maint::Cache::Delete perl bin/otrs.Console.pl Maint::Loader::CacheCleanup and if you're manually changing configuration...
by EXG133
03 Nov 2016, 14:41
Forum: General
Topic: OTRS 5.0.7 Postmaster Filter
Replies: 1
Views: 1055

Re: OTRS 5.0.7 Postmaster Filter

It is going through the postmaster filter, but there is a different set of parameters called "FollowUp-..." For example all mails coming from someone with a certain subject need to be created with Prio 3 , if someone replies it should always escalate to Prio 2: From: example@otrs.com Filte...
by EXG133
20 Oct 2016, 12:35
Forum: Help
Topic: automatic response to several recipients
Replies: 2
Views: 1467

Re: automatic response to several recipients

Probably, but you need to be more specific. When do you want to do this? Who should receive it? What should the message contain?
by EXG133
20 Oct 2016, 12:31
Forum: Help
Topic: OTRS gives error retrieving emails
Replies: 5
Views: 2450

Re: OTRS gives error retrieving emails

That's a MySQL error. ticket_answered doesn't seem to be a default column, perhaps a trigger you (or your former colleague) added?

I'm not sure why it would pop up after an upgrade, unless you upgraded the DB without keeping the same settings for your MySQL DB.
by EXG133
07 Oct 2016, 09:18
Forum: Help
Topic: Search for empty field
Replies: 2
Views: 1676

Re: Search for empty field

We had the same issue, but for services. All tickets need to have a service, but agents forget to set this for tickets made via email. We could force the service field as mandatory on every pop window where you can close it but this was judged 'too annoying'. Teamleads would rather search for the em...
by EXG133
07 Oct 2016, 09:07
Forum: Help
Topic: Duplicate Tickets - Caused by Attachments?
Replies: 1
Views: 976

Re: Duplicate Tickets - Caused by Attachments?

The only time I had this happen is when the mail was corrupted on the mail server. OTRS fetches mails in this simple loop of three steps: 1) get the first mail 2) parse it and create a ticket 3) delete the parsed mail If for some reason the third step fails it might create multiple tickets for the s...
by EXG133
23 Aug 2016, 13:09
Forum: Help
Topic: [Solved] Email too big => delete this email
Replies: 4
Views: 2550

Re: Email too big => delete this email

Try looking in Core::PostMaster and make sure your database can accept such a size as well.

In any case it's better to stop really huge mails on your mailserver before OTRS tries to read them. That way the sender is notified as well.
by EXG133
08 Aug 2016, 17:47
Forum: General
Topic: Postmaster filter question
Replies: 8
Views: 3404

Re: Postmaster filter question

Do you have this:
@domain.com
or this:
.*@domain.com
in your first rule? It should be the second.
by EXG133
01 Aug 2016, 13:47
Forum: Help
Topic: Attachments Storage on another DB?
Replies: 4
Views: 1987

Re: Attachments Storage on another DB?

Wouldn't that kill performance?
by EXG133
01 Aug 2016, 10:35
Forum: Help
Topic: Otrs Locks Up
Replies: 13
Views: 4098

Re: Otrs Locks Up

What do you get in developer tools on the client when this happens? Are all your posts about an OTRS installation you upgraded on the same server?
by EXG133
29 Jul 2016, 17:17
Forum: Help
Topic: Error MYSQL
Replies: 1
Views: 1088

Re: Error MYSQL

MySQL crashed during this insert but you will have to check MySQL logs to find what caused it.
by EXG133
26 Jul 2016, 11:34
Forum: Help
Topic: Closed tickets keep coming back
Replies: 7
Views: 1906

Re: Closed tickets keep coming back

There should be a button "History" where you will find modifications to the ticket that did not add an article.

Most likely a generic agent is locking it.
by EXG133
15 Jul 2016, 12:50
Forum: Help
Topic: otrs.GenerateStats.pl fails to send the e-mail
Replies: 4
Views: 2286

Re: otrs.GenerateStats.pl fails to send the e-mail

otrs.GenerateStats.pl uses whatever is configured in OTRS: $Kernel::OM->Get('Kernel::System::Email')->Send( From => $Opts{s}, To => $Recipient, Subject => "[Stats - $CountStatArray Records] $Title; Created: $Time", Body => $Kernel::OM->Get('Kernel::Language')->Translate( $Opts{m} ), Charse...
by EXG133
14 Jul 2016, 11:02
Forum: Help
Topic: otrs.GenerateStats.pl fails to send the e-mail
Replies: 4
Views: 2286

Re: otrs.GenerateStats.pl fails to send the e-mail

Here's an example I scheduled, I think you're missing the filename (-F) :

50 23 * * * $HOME/bin/otrs.GenerateStats.pl -n 1111 -f CSV -r fake@fake.com -m "Something lalala" -F filename`date +\%Y\%m\%d`
by EXG133
13 Jul 2016, 10:03
Forum: Help
Topic: OTRS Performance - Slow email degrades other functions response times
Replies: 4
Views: 3272

Re: OTRS Performance - Slow email degrades other functions response times

Because by using 'Sendmail' you are sending your mails to the MTA on your server, which means OTRS can have (close to) instantaneous mail sending. I would not recommend actually using sendmail of course, exim or postfix which provide sendmail commands are a lot more straightforward to implement. If ...
by EXG133
11 Jul 2016, 17:22
Forum: Help
Topic: Perl is utilizing 90% cpu
Replies: 2
Views: 994

Re: Perl is utilizing 90% cpu

I haven't used OTRS on Windows since a long time, but on Linux seeing any perl process means mod_perl isn't activated. Not using mod_perl would cause very poor performance.
But I would definitely advise upgrading to Linux and OTRS 5, there are plenty of improvements.
by EXG133
24 Jun 2016, 08:48
Forum: Help
Topic: When are changes to the dynamic fields updated in the csv search
Replies: 11
Views: 3476

Re: When are changes to the dynamic fields updated in the csv search

Oh I misread sorry... Somehow thought you were talking about the CSV output of a report in the Statistics module. Without knowing your setup I can't be sure, but you should always avoid writing directly to the DB. OTRS will cache dynamic fields in /opt/otrs/var/tmp/CacheFileStorable/. If you write t...
by EXG133
23 Jun 2016, 11:36
Forum: Help
Topic: When are changes to the dynamic fields updated in the csv search
Replies: 11
Views: 3476

Re: When are changes to the dynamic fields updated in the csv search

No not in the sysconfig, when you edit a statistic there's a dropdown on the first page:

Use cache: Yes / No
by EXG133
23 Jun 2016, 11:35
Forum: General
Topic: Strange log message (Got an error reading communication packets)
Replies: 4
Views: 7220

Re: Strange log message (Got an error reading communication packets)

I have had tickets with 15.000 articles thanks to mailloops that loaded without issue (to be fair, they loaded slowly). It sounds like your database is quite unstable, 50 should be no problem. Verify your max_allowed_packets setting and if that looks good check https://www.percona.com/blog/2016/05/1...
by EXG133
23 Jun 2016, 10:10
Forum: Help
Topic: When are changes to the dynamic fields updated in the csv search
Replies: 11
Views: 3476

Re: When are changes to the dynamic fields updated in the csv search

You might have caching enabled for the report?
by EXG133
15 Jun 2016, 16:39
Forum: General
Topic: The browser you are using is too old.
Replies: 8
Views: 3176

Re: The browser you are using is too old.

try:

otrs.LoaderCache.pl -o delete
by EXG133
13 Jun 2016, 15:57
Forum: General
Topic: PostMaster Filter not working on OTRS 4.0.1
Replies: 5
Views: 2648

Re: PostMaster Filter not working on OTRS 4.0.1

If your filter is triggered you should see a mention of it in the syslog. If you don't see this, your regex is not good.
by EXG133
13 Jun 2016, 15:52
Forum: Help
Topic: Do you have tools that can test performance in otrs?
Replies: 8
Views: 3046

Re: Do you have tools that can test performance in otrs?

Well answering all that properly would take a few weeks :lol:

Can you first give us the specifications of your OTRS host:

OS
CPU
RAM

Database (+ local or remote?)

OTRS version
number of total tickets
number of open tickets
concurrent users
by EXG133
13 Jun 2016, 10:12
Forum: Help
Topic: Do you have tools that can test performance in otrs?
Replies: 8
Views: 3046

Re: Do you have tools that can test performance in otrs?

What effect could max_allowed_packet and query_cache_size not set or set lower or higher than in the installer guide do to the speed of otrs? max_allowed_packet and query_cache_size are both MySQL settings. They could have an effect but it's difficult suggesting good values without access to your s...
by EXG133
10 Jun 2016, 09:26
Forum: Help
Topic: Parameters for new ticket versus follow-up for incoming mails
Replies: 2
Views: 1678

Re: Parameters for new ticket versus follow-up for incoming mails

These settings are in SysConfig -> Core::PostMaster

You may have PostmasterFollowUpSearchInReferences set to yes.
by EXG133
07 Jun 2016, 12:07
Forum: General
Topic: External Ticket Utilization
Replies: 19
Views: 5202

Re: External Ticket Utilization

the example you showed will only trigger if: 1) the mail is EXACTLY @gmail.com 2) the ticket is in state new or open 3) the subject or body contains: 'Ref: #(\d.*) #' This regex will hit a lot of strange string, perhaps you meant to catch all numbers like this: 'Ref: #(\d*) #' I assume 1) is simply ...
by EXG133
06 Jun 2016, 13:46
Forum: General
Topic: External Ticket Utilization
Replies: 19
Views: 5202

Re: External Ticket Utilization

Can you check in a ticket if the value is filled in the dynamic field?

And show an example of the email that contains the external reference.

If you need fast support I suggest getting a support contract, I only reply here when I'm waiting on a server deployment at work 8)
by EXG133
06 Jun 2016, 13:41
Forum: Help
Topic: Can't add Postmaster Mail Accounts
Replies: 5
Views: 2438

Re: Can't add Postmaster Mail Accounts

Oh I meant it the other way around:

./otrs.PostMasterMailbox.pl -t POP3 -s mail.mydomain.com -u otrs@mydomain.com -p mypassword

I'm not sure if that will fix the error you see now, but it's definitely better than copying the PM files to lowercase.
by EXG133
02 Jun 2016, 16:33
Forum: Help
Topic: Can't add Postmaster Mail Accounts
Replies: 5
Views: 2438

Re: Can't add Postmaster Mail Accounts

POP3 , not pop3 8)
by EXG133
02 Jun 2016, 11:05
Forum: General
Topic: External Ticket Utilization
Replies: 19
Views: 5202

Re: External Ticket Utilization

Show us your configuration, especially the regex filter and the Dynamic Field you're using.
by EXG133
02 Jun 2016, 11:04
Forum: General
Topic: Merge multiple tickets
Replies: 7
Views: 4897

Re: Merge multiple tickets

Ah the tickets exist already, I missed that.

In that case I don't think you can automate it using the default OTRS tools. You would have write a module that searches the relevant tickets and calls $TicketObject->TicketMerge

If I'm wrong I'd be very intrested in hearing what I missed :)
by EXG133
01 Jun 2016, 10:01
Forum: General
Topic: Merge multiple tickets
Replies: 7
Views: 4897

Re: Merge multiple tickets

That sounds horrible to be honest. First reaction: fix it on the customers side, not in OTRS.

However... if this spam is some sort of incident / alert / ... system that uses their own numbering you could use ExternalTicketNumberRecognition?
by EXG133
31 May 2016, 16:21
Forum: Help
Topic: How to remove spam ticket in otrs?
Replies: 8
Views: 4568

Re: How to remove spam ticket in otrs?

OTRS itself cannot detect spam mails, it's difficult and better left to specialized programs. The best solution is to improve the spam filter you use on your mail server and stop those mails from even reaching your mailbox. If you can't or won't do this you can enable spamassasin on the OTRS applica...
by EXG133
24 May 2016, 12:19
Forum: Help
Topic: [Solved] Migration from OTRS 3.2.9 Windows to Linux
Replies: 10
Views: 3789

Re: Migration from OTRS 3.2.9 Windows to Linux

Are you sure these are all correct?
--web-group=apache --otrs-group=otrs --otrs-user=otrs --web-user=otrs
web-group on CentOS is usually httpd
by EXG133
20 May 2016, 15:37
Forum: Help
Topic: [SOLVED] How to delete a configuration item
Replies: 2
Views: 2324

Re: How to delete a configuration item

[user@server ~]$ /opt/otrs/bin/otrs.ITSMConfigItemDelete.pl --help otrs.ITSMConfigItemDelete.pl delete config items (all, by class (and deployment state) or by number). Copyright (C) 2001-2015 xxx, http://otrs.com/ Usage: /opt/otrs/bin/otrs.ITSMConfigItemDelete.pl [options] Options are as follows: -...
by EXG133
20 May 2016, 09:33
Forum: Help
Topic: Database Slow Queries caused by dynamic fields
Replies: 9
Views: 3328

Re: Database Slow Queries caused by dynamic fields

Out of curiosity, what does

select count(*) from dynamic_field_value

return for you? I get 528 846 and I haven't received any complaint from the DBA's yet :lol:

It looks like it can also be triggered by CustomerSearch or AgentSearch, can you test that?
by EXG133
19 May 2016, 15:57
Forum: Help
Topic: Database Slow Queries caused by dynamic fields
Replies: 9
Views: 3328

Re: Database Slow Queries caused by dynamic fields

That's what I said: reports. If you create a report it's possible to filter on Dynamic Field values, even ones that are no longer active in the Dynamic Field configuration. Dynamic Field has two values A and B. You create 10 tickets with value A and 10 with value B. At some point your Dynamic Field ...
by EXG133
19 May 2016, 09:24
Forum: Help
Topic: Database Slow Queries caused by dynamic fields
Replies: 9
Views: 3328

Re: Database Slow Queries caused by dynamic fields

I think those are mostly used for reports. I hope you're not using the built in reporting for such a large system?
by EXG133
02 May 2016, 18:02
Forum: Help
Topic: installation of Znuny and Kix in the same system
Replies: 2
Views: 1602

Re: installation of Znuny and Kix in the same system

OTRS has the folder /opt/otrs/Custom/ where you can place files that are different from the standard. Both packages try to place their modified version in this location. To fix it you would need to create a file that will work for both packages and repeat this at every upgrade of either package. Not...
by EXG133
02 May 2016, 17:55
Forum: Help
Topic: Understanding the GenericAgent priorities
Replies: 6
Views: 2532

Re: Understanding the GenericAgent priorities

https://github.com/OTRS/otrs/blob/master/Kernel/System/GenericAgent.pm From line 893 my %JobList = $Self->JobList(); my %Data; JOB_NAME: for my $JobName ( sort keys %JobList ) { my %Job = $Self->JobGet( Name => $JobName ); next JOB_NAME if !$Job{Valid}; $Data{$JobName} = $Job{EventValues}; } If I'm ...
by EXG133
26 Apr 2016, 11:29
Forum: General
Topic: Autoresponse to customer with custom data
Replies: 2
Views: 1248

Re: Autoresponse to customer with custom data

OTRS notifications can use everything that TicketGet provides. I think you would have to write a completely custom NotificationEvent.pm for anything more than that. I also have no idea how you would calculate start time or resolution time based on old ticket stats in a meaningful way but that's a di...
by EXG133
13 Apr 2016, 10:08
Forum: General
Topic: How to change CIs version number?? ( CMDB )
Replies: 4
Views: 1688

Re: How to change CIs version number?? ( CMDB )

The CI version is an internal OTRS mechanism, it can't be incorrect. If you have some versioning of your own I suggest changing the CI definition so you can keep track in a different field. Otherwise every time you change a value in a CI and YOUR version number hasn't changed you can restart deletin...
by EXG133
13 Apr 2016, 09:47
Forum: General
Topic: Help
Replies: 11
Views: 5146

Re: Help

It looks like you activated Daemon::SchedulerCronTaskManager::Task##FetchMail Daemon::SchedulerCronTaskManager::Task##FetchMailSSL without configuring fetchmail properly. If you're getting your mails via the Postmaster disable those two options in the SysConfig.
by EXG133
12 Apr 2016, 17:14
Forum: General
Topic: Help
Replies: 11
Views: 5146

Re: Help

Your mailserver is closing the connection. Does this happen when you send a mail in a ticket, autoreplies or notifications?