Znuny Open Source Ticketsystem

We already have 4GB and it's 32bit machine... Probably need to move to 64bit.

Hello, we are using Apache 2.2.15 on Centos6.8 with MPM model (prefork.c) and more or less default configuration.
After 1-2 day usage (20 agents), the memory consumption rises to 2+GB of RAM and start swapping. Is this common behavior, or is some Apache tuning needed?
In case we restart Apache ...

Ok so I managed to narrow it to this select, which is runnin for 30s as soon as the Note should be created:

otrs=# explain analyze SELECT MAX(create_time) FROM ticket_history WHERE ticket_id = 2016122300000494 and state_id IN (10, 11, 2, 20, 3, 5, 9) AND history_type_id IN (1, 27) ;
QUERY PLAN ...

DNS should be fine - server is resolvable via fqdn, and DNS requests from server are successfull.
After disabling all widgets except opened tickets, the delay is still present.
Any ideas where to look for errors or warnings?

Hello,

we just upgraded from 4.0.12 to 5.0.15 on Centos6.8 with Apache and mod_perl, DB is potgresql 9.1. Soon after the upgrade, we see 30-50s delays while doing any change on tickets (note, reply, classification). I don't see any errors in apache log. After pressing the Submit button, the HTTP ...

Hello,

we have rewritten our Genericagent jobs to be started based on events. For these jobs we have disabled automatic execution, and we see " Currently this generic agent job will not run automatically. ".

In system log, each 5 minutes we see: "Scheduler Daemon status request! " . Afterwards ...

The default "ITSMDecisionResult" didn't have any key-value pairs defined. After adding some, the error message "Message: Need Data!" vanished.

Anyway, after the job is saved, the window Run with matched tickets is not opened. Is this new behavior in 3.3?

For the custom dynamic fields, all of them are of type "Dropdown". I checked them, and all have key-value pair. Some of them have the "default value" set to "-". Can this be the cause?

Hi,

in 3.3.9, after editing custom Generic Agent job and pressing "Save", the job doesn't run, throw any error, nor match any ticket. Job is configured to match 1 ticket based on TicketNR (it's not running scheduled or based on events).

If the ticket is run from the list of jobs via the "Run this ...

SOLVED: During the upgrade process, the file Kernel/Modules/CustomerTicketZoom.pm was not updated. Instead, new file was saved as CustomerTicketZoom.pm.custom_backup.
After replacing the old file with new one, issue fixed.

Small update:

If I select to "show page source code", the content of the customer messages is there.
Also, if I right-click the empty-message-header, and let it open in new browser tab/window, the content is displayed.

Hello,

after upgrade to 3.3.9, customer can't see own requests opened via web interface.

1. Customer opens new ticket via web (in richtext)
2. Auto-reply is generated (in plaintext)
3. Agent replies (in richtext)
4. customer replies via web (in richtext)
5. customer replies via web (in richtext ...

Hi Rooobaaat,

many thanks for pointing to the real cause. After deleting cache it still didn't work, then I realized that we are using custom Theme and I updated it right after OTRS upgrade. But then packages like FAQ and ITSM were updated, which copied new files into the Standard folder, and those ...

How do you mean restored from /var.?
I did an upgrade via rpm, running centos 6.5. I didn't restore any files in /var or /opt/otrs, as this should be handled by the upgrade process automatically.
Can the cache be deleted manually?

Hello, we just upgraded from 3.2.8 to 3.3.9, all Packages are on latest versions, FAQ module was also manually reinstalled twice, but we are still getting error, after agent opens Faq -> Explorer:

Core.UI.InitTableHead is not a function

(?)()@https://servicedesk.company.com/otrs/index.pl?Action ...

Hi,

yes it should be the "CI-Quick-Link (quick link of inventory items during ticket creating)" feature. Is it possible to implement it without installing the whole kix4otrs? If so, can you please direct me where to start?

Thanks,
Peter

Hello,

in order to minimize the time spent on ticket categorization, is it possible to create a custom "link to CI" widget, where all CI of corresponding customer would be shown?

Current workflow is following:
- opens the new ticket from queue
- click on link button, then select the category of ...

Hi,

i managed to implement the mod_security feature. For reverse-proxy, which one do you recommend? Nginx or apache?
I totally agree to use only the customer frontend..

Thanks for tips.
Peter

We would like to use OTRS for our customers and enable them to create new tickets via the default web interface.
What are the best practises for securing this web access (how secure it is)?
For now, our firewall is doing some IPS/vulnerability scanning, but if possible, i would like to secure ...