Search found 217 matches
- 29 Sep 2017, 16:35
- Forum: Help
- Topic: [SOLVED] OTRS 5 and LDAP friendship
- Replies: 8
- Views: 5429
Re: OTRS 5 and LDAP friendship
For AD you usually need to set UID to 'sAMAccountName' , not sn (lastname) attribute.
- 18 May 2017, 15:28
- Forum: General
- Topic: Best practices - Single Point of Contact
- Replies: 3
- Views: 2222
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.
Depending on what you want you can use Responsible or Watch function.
- 03 Feb 2017, 17:20
- Forum: Help
- Topic: Error when external incoming email
- Replies: 2
- Views: 1601
Re: Error when external incoming email
Look in your SysConfig for ExternalTicketNumberRecognition , I think you enabled it but didn't fill in all fields.
- 09 Dec 2016, 13:02
- Forum: Help
- Topic: OTRS taking too long to close a ticket
- Replies: 1
- Views: 1150
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.
- 05 Dec 2016, 15:13
- Forum: Help
- Topic: Do not unlock ticket when moved to another queue
- Replies: 2
- Views: 1592
Re: Do not unlock ticket when moved to another queue
Search for "ForceUnlockOnMove" in the SysConfig
- 02 Dec 2016, 10:36
- Forum: Help
- Topic: Embed OTRS in an IFrame
- Replies: 3
- Views: 4391
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...
- 03 Nov 2016, 14:41
- Forum: General
- Topic: OTRS 5.0.7 Postmaster Filter
- Replies: 1
- Views: 1069
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...
- 20 Oct 2016, 12:35
- Forum: Help
- Topic: automatic response to several recipients
- Replies: 2
- Views: 1492
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?
- 20 Oct 2016, 12:31
- Forum: Help
- Topic: OTRS gives error retrieving emails
- Replies: 5
- Views: 2496
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.
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.
- 07 Oct 2016, 09:18
- Forum: Help
- Topic: Search for empty field
- Replies: 2
- Views: 1711
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...
- 07 Oct 2016, 09:07
- Forum: Help
- Topic: Duplicate Tickets - Caused by Attachments?
- Replies: 1
- Views: 991
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...
- 23 Aug 2016, 13:09
- Forum: Help
- Topic: [Solved] Email too big => delete this email
- Replies: 4
- Views: 2585
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.
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.
- 08 Aug 2016, 17:47
- Forum: General
- Topic: Postmaster filter question
- Replies: 8
- Views: 3478
Re: Postmaster filter question
Do you have this:
@domain.com
or this:
.*@domain.com
in your first rule? It should be the second.
@domain.com
or this:
.*@domain.com
in your first rule? It should be the second.
- 01 Aug 2016, 13:47
- Forum: Help
- Topic: Attachments Storage on another DB?
- Replies: 4
- Views: 2015
Re: Attachments Storage on another DB?
Wouldn't that kill performance?
- 01 Aug 2016, 10:35
- Forum: Help
- Topic: Otrs Locks Up
- Replies: 13
- Views: 4424
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?
- 29 Jul 2016, 17:17
- Forum: Help
- Topic: Error MYSQL
- Replies: 1
- Views: 1104
Re: Error MYSQL
MySQL crashed during this insert but you will have to check MySQL logs to find what caused it.
- 26 Jul 2016, 11:34
- Forum: Help
- Topic: Closed tickets keep coming back
- Replies: 7
- Views: 1941
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.
Most likely a generic agent is locking it.
- 15 Jul 2016, 12:50
- Forum: Help
- Topic: otrs.GenerateStats.pl fails to send the e-mail
- Replies: 4
- Views: 2319
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...
- 14 Jul 2016, 11:02
- Forum: Help
- Topic: otrs.GenerateStats.pl fails to send the e-mail
- Replies: 4
- Views: 2319
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`
50 23 * * * $HOME/bin/otrs.GenerateStats.pl -n 1111 -f CSV -r fake@fake.com -m "Something lalala" -F filename`date +\%Y\%m\%d`
- 13 Jul 2016, 10:03
- Forum: Help
- Topic: OTRS Performance - Slow email degrades other functions response times
- Replies: 4
- Views: 3323
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 ...
- 11 Jul 2016, 17:22
- Forum: Help
- Topic: Perl is utilizing 90% cpu
- Replies: 2
- Views: 1007
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.
But I would definitely advise upgrading to Linux and OTRS 5, there are plenty of improvements.
- 24 Jun 2016, 08:48
- Forum: Help
- Topic: When are changes to the dynamic fields updated in the csv search
- Replies: 11
- Views: 3521
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...
- 23 Jun 2016, 11:36
- Forum: Help
- Topic: When are changes to the dynamic fields updated in the csv search
- Replies: 11
- Views: 3521
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
Use cache: Yes / No
- 23 Jun 2016, 11:35
- Forum: General
- Topic: Strange log message (Got an error reading communication packets)
- Replies: 4
- Views: 7298
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...
- 23 Jun 2016, 10:10
- Forum: Help
- Topic: When are changes to the dynamic fields updated in the csv search
- Replies: 11
- Views: 3521
Re: When are changes to the dynamic fields updated in the csv search
You might have caching enabled for the report?
- 15 Jun 2016, 16:39
- Forum: General
- Topic: The browser you are using is too old.
- Replies: 8
- Views: 3227
Re: The browser you are using is too old.
try:
otrs.LoaderCache.pl -o delete
otrs.LoaderCache.pl -o delete
- 13 Jun 2016, 15:57
- Forum: General
- Topic: PostMaster Filter not working on OTRS 4.0.1
- Replies: 5
- Views: 2695
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.
- 13 Jun 2016, 15:52
- Forum: Help
- Topic: Do you have tools that can test performance in otrs?
- Replies: 8
- Views: 3085
Re: Do you have tools that can test performance in otrs?
Well answering all that properly would take a few weeks
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
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
- 13 Jun 2016, 10:12
- Forum: Help
- Topic: Do you have tools that can test performance in otrs?
- Replies: 8
- Views: 3085
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...
- 10 Jun 2016, 09:26
- Forum: Help
- Topic: Parameters for new ticket versus follow-up for incoming mails
- Replies: 2
- Views: 1704
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.
You may have PostmasterFollowUpSearchInReferences set to yes.
- 07 Jun 2016, 12:07
- Forum: General
- Topic: External Ticket Utilization
- Replies: 19
- Views: 5367
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 ...
- 06 Jun 2016, 13:46
- Forum: General
- Topic: External Ticket Utilization
- Replies: 19
- Views: 5367
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
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
- 06 Jun 2016, 13:41
- Forum: Help
- Topic: Can't add Postmaster Mail Accounts
- Replies: 5
- Views: 2490
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.
./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.
- 02 Jun 2016, 16:33
- Forum: Help
- Topic: Can't add Postmaster Mail Accounts
- Replies: 5
- Views: 2490
Re: Can't add Postmaster Mail Accounts
POP3 , not pop3
- 02 Jun 2016, 11:05
- Forum: General
- Topic: External Ticket Utilization
- Replies: 19
- Views: 5367
Re: External Ticket Utilization
Show us your configuration, especially the regex filter and the Dynamic Field you're using.
- 02 Jun 2016, 11:04
- Forum: General
- Topic: Merge multiple tickets
- Replies: 7
- Views: 4992
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
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 $TicketObject->TicketMerge
If I'm wrong I'd be very intrested in hearing what I missed
- 01 Jun 2016, 10:01
- Forum: General
- Topic: Merge multiple tickets
- Replies: 7
- Views: 4992
Re: Merge multiple tickets
That sounds horrible to be honest. First reaction: fix it on the customers side, not in OTRS.
However... if this spam is some sort of incident / alert / ... system that uses their own numbering you could use ExternalTicketNumberRecognition?
However... if this spam is some sort of incident / alert / ... system that uses their own numbering you could use ExternalTicketNumberRecognition?
- 31 May 2016, 16:21
- Forum: Help
- Topic: How to remove spam ticket in otrs?
- Replies: 8
- Views: 4645
Re: How to remove spam ticket in otrs?
OTRS itself cannot detect spam mails, it's difficult and better left to specialized programs. The best solution is to improve the spam filter you use on your mail server and stop those mails from even reaching your mailbox. If you can't or won't do this you can enable spamassasin on the OTRS applica...
- 24 May 2016, 12:19
- Forum: Help
- Topic: [Solved] Migration from OTRS 3.2.9 Windows to Linux
- Replies: 10
- Views: 3831
Re: Migration from OTRS 3.2.9 Windows to Linux
Are you sure these are all correct?
web-group on CentOS is usually httpd--web-group=apache --otrs-group=otrs --otrs-user=otrs --web-user=otrs
- 20 May 2016, 15:37
- Forum: Help
- Topic: [SOLVED] How to delete a configuration item
- Replies: 2
- Views: 2366
Re: How to delete a configuration item
[user@server ~]$ /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: -...
- 20 May 2016, 09:33
- Forum: Help
- Topic: Database Slow Queries caused by dynamic fields
- Replies: 9
- Views: 3398
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
It looks like it can also be triggered by CustomerSearch or AgentSearch, can you test that?
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
It looks like it can also be triggered by CustomerSearch or AgentSearch, can you test that?
- 19 May 2016, 15:57
- Forum: Help
- Topic: Database Slow Queries caused by dynamic fields
- Replies: 9
- Views: 3398
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 ...
- 19 May 2016, 09:24
- Forum: Help
- Topic: Database Slow Queries caused by dynamic fields
- Replies: 9
- Views: 3398
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?
- 17 May 2016, 16:22
- Forum: General
- Topic: ITSM 4.0.10 Conditions sending same workorder info
- Replies: 2
- Views: 1132
Re: ITSM 4.0.10 Conditions sending same workorder info
We encountered a similar issue, I think it's this bug:
http://bugs.otrs.org/show_bug.cgi?id=11668
Commit:
https://github.com/OTRS/itsmchangemanag ... 0ecd93a8fa
http://bugs.otrs.org/show_bug.cgi?id=11668
Commit:
https://github.com/OTRS/itsmchangemanag ... 0ecd93a8fa
- 02 May 2016, 18:02
- Forum: Help
- Topic: installation of Znuny and Kix in the same system
- Replies: 2
- Views: 1622
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...
- 02 May 2016, 17:55
- Forum: Help
- Topic: Understanding the GenericAgent priorities
- Replies: 6
- Views: 2582
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 ...
- 26 Apr 2016, 11:29
- Forum: General
- Topic: Autoresponse to customer with custom data
- Replies: 2
- Views: 1262
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...
- 13 Apr 2016, 10:08
- Forum: General
- Topic: How to change CIs version number?? ( CMDB )
- Replies: 4
- Views: 1715
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...
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.
Re: Help
Your mailserver is closing the connection. Does this happen when you send a mail in a ticket, autoreplies or notifications?