Znuny Open Source Ticketsystem

salientanimal

Would this be the mail serveer on exchange? Or the OTRS mail configuration?

salientanimal

The comma is not entered in my e-mail addresses so I have no idea where it is coming from.

Also, this was working perferctly the whole of this week, up until today, and no configuration has changed.

We are using OTRS version Powered by OTRS 3.1.10

salientanimal

This is the detail from my OTRS mail log (tail -f otrs): X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> Message-Id: <20130315111003.A9BF51FF225@EMAILDOMAIN> Date: Fri, 15 Mar 2013 13:10:03 +0200 (SAST) Subroutine IO::Socket::INET6...

salientanimal

No Changes were made on the mail system.

Where can I heck the detailed OTRS sytem log?

salientanimal

Hi All, I'm hoping someone can assist me here. Suddenly our notification system has stopped working. And as a result I am aslo not able to clsoe the ticket when replying. Here is the detailed error message. Hopefully someone can assist: Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Fri Mar...

salientanimal

Thanks, that helps.

salientanimal

We finally got this to work, what exactly was done I can't say. Sorry, but I wish I could give a full explanation, but I never did the fix

. Will try find out though.

salientanimal

Hi Guys, What is your recommendations for managing access levels on OTRS? I am creating Groups & Roles, but I'm not sure on which one of these to define the Admin / General User functions as both of these seem to link together. So basically my question is: Do I create Admin User 1, General User ...

salientanimal

There is a ports.conf: NameVirtualHost *:80 Listen 80 <IfModule mod_ssl.c> # If you add NameVirtualHost *:443 here, you will also have to change # the VirtualHost statement in /etc/apache2/sites-available/default-ssl # to <VirtualHost *:443> # Server Name Indication for SSL named virtual hosts is cu...

salientanimal

This is the only other file I can find: <IfModule mod_proxy.c> # If you want to use apache2 as a forward proxy, uncomment the # 'ProxyRequests On' line and the <Proxy *> block below. # WARNING: Be careful to restrict access inside the <Proxy *> block. # Open proxy servers are dangerous both to your ...

salientanimal

Ok, so this is my config file. Which lines would have to be updated? # # Based upon the NCSA server configuration files originally by Rob McCool. # # This is the main Apache server configuration file. It contains the # configuration directives that give the server its instructions. # See http://http...

salientanimal

The person who setup Apache is no longer here. I have access to the server where this is installed.

Would the otrs.conf file be the file that I am looking for in the apache2 directory?

salientanimal

Ok, I have another, which may seem like a dumb question, but being new to linux, how to I check the Apache configuration? I don't have any GUI installed on my Ubuntu Machine.

salientanimal

Hi All,

For some reason, every time I try and open an attachment in OTRS, I get logged out. When logging back in the attachment opens, but it does not actually log me into OTRS.
Any ideads why this is happening?

salientanimal

I have to be honest, I'm not quite sure. I need to consult with the person who did the deployment for us. However he is based in Australia and I would probably only get an answer from him in the next few hours. Could you perhaps help guide me in which questions I need to ask him, and what he might n...

salientanimal

I would have to see if I can get this information as I did not setup the external server. The External server is a newly installed system and OTRS wasn't directly installed on this server, it is just redirecting from that server to the actual installation link being http://SERVERIPADDRESS/otrs/index...

salientanimal

Hi Jojo, I'm not 100% sure what you mean by show the setup? But if I am understanding you correctly OTRS is installed on an internal server running Ubuntu 12.04. with the internal server OTRS (both index.pl & customer.pl) are accessible via http://SERVERIPADDRESS/otrs/index.pl or customer.pl. Ex...

salientanimal

Yes, it can be a bit tricky to get the configuration just right. One of the other ways to check you configuration, but which is very time consuming would be to access the user from Admin via the Agents links. and then to scroll down and view which queues are highlighted under "My Queues" H...

salientanimal

I'm not 100% why you would give them access to the admin panel? From my experience, you are able to limit an agents access to specific queues by using the Groups & Roles options. This way you can easily manage with queues / panels agents are able to access without too much configuration. I have ...

salientanimal

I can only answer a few of your questions: There is a auto e-mail reminder, a basic escalation path. I have not yet explored in-depth exactly to what extent this can be customized. There is also a Survey option, I myself have not yet used the survey function so also not sure to what detail it goes a...

salientanimal

Hi there, We have setup a link to reroute to the OTRS host. eg. https://domain.com/support routes to http://OTRSSERVERIP/otrs/index.pl However when accessing via https://domain.com/support I receive the following message: Browser Warning: The browser you are using is too old. OTRS runs with a huge l...

salientanimal

Hi All, I want to know if it is possible to create a queue in OTRS where a user can log a request to have specific access granted to them. When this request is logged, the users manager will need to first approve the ticket before it will be sent off to a different queue (Queue of Type of Access bei...

salientanimal

I recently saw a topic regarding a Ticket Workflow add-on for OTRS, where can I download this add-on as I haven't been able to find it on the site nor by using the Package Manager.

salientanimal

I would have to estimate that we are receiving between 1500 - 2500 tickets each month. I can only assume that in coming time this number will grow even more as I roll out OTRS further to other nits that currently aren't using it.

salientanimal

Resolved, thanks

salientanimal

Good Day,

I am doing daily backups on my OTRS database and have noticed that the backup is now already 583MB in size. My OTRS installation is now in its 5th month, and I am concern about the rate at which this database is growing. On average, at what rate should this database be growing?

salientanimal

Hi There,

I'm looking for a few reports in OTRS and I can't seem to find them. How would I go about getting a report that shows tickets that have exceeded the SLA's set for that queue (i.e - First Response, Update, Resolution).

Thanks

salientanimal

So eventually I figured out what the problem was. It appears that somehow I had 2 instances of OTRS running. At one stage I did do a reinstall, but why didn't the new install replace the old files? Also, how do I find out exactly which "copy" of OTRS is the "active" one so that I...

salientanimal

Also is I do a manual fetch it is recorded in the SysLog of OTRS

salientanimal

If I do a manual fetch it correctly fetches the mails and puts them into the queues

salientanimal

Ok I'm going to go through all the seetings again... but I know I didn't make any changes in the system itself. Everything was working perfectly for more than 3 months, and then just stopped. What I can confirm thus far is that these are all the same as you mentioned: Check SysConfig Ticket/Core::Po...

salientanimal

I have now made quite a few adjustments to my otrs cron jobs and this is currently what is running now that I ahve activated it again this morning using ./Cron.sh start. # -- # cron/aaa_base - base crontab package # Copyright (C) 2001-2009 xxx, http://otrs.org/ # -- # $Id: aaa_base.dist,v 1.7 2009/0...

salientanimal

I stoped the crons and have now restarted them. If there are no logs in my OTRS log when the mails get fetched, what does this mean?

salientanimal

Yip I'm going to try and do that. So yesterday I changed the Cron jobs a bit and adjusted it to 3 minutes as you suggested. I'm doing more tets today, because it looks like something is picking up the e-mails from the mailbox, but I dont know what nor where they are being sent as they not being pull...

salientanimal

Ok... the procmail I don't think is going to be an option right now. How can I go about fixing my mess? The mail system is not working at all now :( and I'm left manually fetching e-mails every now and again. Oh and which one would you recommend I use considering I have multiple mailboxes and not ju...

salientanimal

I'mn still trying to figure out why it was working the one week, for a few months now already, and then suddenly it has just stopped working.

How would I go about implementing procmail?

salientanimal

The log error message is :

Code: Select all

Can't create PID PostMasterMailbox, because it's already running (yourhost.example.com/4488)!

salientanimal

Ok I have found the log message which seems to be causing the problem. Any advice please?

Error Message in Log

Code: Select all

Can't create PID PostMasterMailbox, because it's already running (yourhost.example.com/4488)!

salientanimal

Here is my crontab file. # -- # cron/aaa_base - base crontab package # Copyright (C) 2001-2009 xxx, http://otrs.org/ # -- # $Id: aaa_base.dist,v 1.7 2009/02/16 20:35:25 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license informati...

salientanimal

Sorry, forgot to mention this is on a Unix machine.

I think I might have a conflicting fetchmail service running, and I'm not sure where to find this one or how to stop it.

salientanimal

I have a rather silly question, that I have been trouble shoting the last few days. How do I know which cronjob is retrieving my mails from the various inboxes? I currently have 5 different inboxes on OTRS and since Monday my fetchmail has not been retrieving e-mails from any of the boxes. However w...

salientanimal

I can't seem to find the logs.... What is the default location for the logs?

salientanimal

Hi Guys,

For some reason, my OTRS Cronjobs has stopped fetching mail. It was working perfectly the entire of last week, and today it just stopped working.

I need to click on the fetchmail option in the admin section of OTRS to fetch the mails.

Please can you assist?

salientanimal

Cool thanks, I actualy just noticed my own error.

I never realsied that the isgnature gets added to the responses.

salientanimal

HI there,

It there a tag for signatures?

Something like <OTRS_QUEUE_Signature>? I'm not sure if there is an option like this?

salientanimal

Nope they are set to Public (all)

salientanimal

Yes the FAQ link is in the customer portal.

How do I check if I have activated approval or not?

salientanimal

I have tested signing to the customer portal, however none of the FAQ's are their. I then also tried assigning the customer to the FAQ group as default, still no FAQ's are showing. Logging in to the agent portaal all the FAQ's are visable.

salientanimal

How do I allow customers to view the FAQ section? I have been trying to get this to work but to no avail

I have already set the state of the FAQ to (public) all.

salientanimal

Is it possible to place an out of office on a queue, rather than to have each user individually go and activate their out of office? This would be fore when a team responsible for a particular queue are out of th eoffice on training, and the turn around times may be affected.

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