Znuny Open Source Ticketsystem

eandrex

It seems to be a cronjob that runs every 120 minutes looking for pending stuff to do (closing tickets, notifications)

https://github.com/OTRS/otrs/blob/rel-4 ... _jobs.dist

eandrex

Hi, you can do this by using ACL

http://otrs.github.io/doc/manual/admin/stable/en/html/customization.html#acl

if you are really using OTRS 3.1.1 you should update to a more recent version

$Self->{TicketAcl}->{'10-RestrictQueue'} = {
# match properties
Properties => {
# current ticket match ...

eandrex

Hi, You forgot to rebuild your config and just in case, delete cache(I had to do it in order to see the changes)

perl otrs.RebuildConfig.pl
perl otrs.DeleteCache.pl
perl otrs.SetPermissions.pl
service httpd restart graceful

eandrex

Well, if that is the case, in /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm should be a reference to

$Self->{"Frontend::NotifyModule"}->{"800-Scheduler-Check"} = ...

and since it is not recommended to touch that file manually, you should add the following to /opt/otrs/Kernel/Config.pm

delete $Self ...

eandrex

Well, the files does not seem to be part of OTRS 5 (https://github.com/OTRS/otrs/tree/rel-5_0/Kernel/Output/HTML) but it does belong to OTRS 4 -your previous version- (https://github.com/OTRS/otrs/tree/rel-4_0/Kernel/Output/HTML), so I guess it is a leftover from a configuration file https://github ...

eandrex

Not to be rude, but if you dont know where to go, you are better hiring a <INSERT HERE THE LANGUAGE shopabcdefgh.com is built on> developer with knowledge in consuming RESTful API/SOAP Webservices and provide him these docs: http://otrs.github.io/doc/manual/admin/stable/en/html/genericinterface.html ...

eandrex

I think you need to change your Customer Backend

https://github.com/OTRS/otrs/blob/rel-3_3/Kernel/Config/Defaults.pm#L1330

But note that by doing that, your current setup *might* behave strange (like missing tickets)... and in order to fix that, you woul have to update the tickets table to reflect ...

eandrex

Your OTRS installation comes with a way to do that.

Just point your web browser to
http://yourotrsdomain.com/otrs/customer.pl#Signup

And if you dont like the look and feel, you can create your own skin/template

Edit: If you really want to do it in an external page.. just create that web page in ...

eandrex

La verdad es que Windows Server 2003 por ser tan viejo, el instalador pudo haber fallado justo al momento de modificar la instancia de IIS que corre en el servidor.

En una instalación correcta de OTRS en Windows (usando el installer), se crea en el "Default Site" de IIS lo siguiente

una aplicación ...

eandrex

Llevo 1 semana con OTRS y esta misma pregunta me la hice esta mañana.

De momento la única solución que he encontrado es poner la fecha de Windows al mismo día de la incidencia y abrirla.

Un saludo

Yo la verdad dudo que esa solución que encontró funcione,

ya que cuando se crea el ticket se usa ...

eandrex

Usted instaló cada uno de los componentes por separados, o usó el instalador que en su momento OTRS ofreció?
/otrs/index.pl funciona correctamente?

El error que se le está presentando es debido a una mala configuración del servidor web.

eandrex

Hello,

If your "customers" are literally agents that can login in the agent interface (otrs/index.pl), then *there is* a workaround you can do in order to acomplish what you need.

Workaround:
-Create as many groups as deparments you have.
-Agents that need to generate their own reports must belong ...

eandrex

Well, the reports you need dont look too complex and they can be generated in the SQL Box and export as CSV.

Log in as administrator, go to "Admin" -> "SQL Box" (Bottom right).

However, by reading your initial post, it seems like you want a mechanism for your customers to generate their own ...

eandrex

Code: Select all

My advice to all of you: it's the time to design a plan to move away from OTRS at all.

Someone already started it viewtopic.php?f=64&t=30980

Edit: nvm, I didnt see you already replied there.

eandrex

Create the questions as "Radio" instead of "Checkbox"

eandrex

I see your point and it is valid..

Assuming that the dynamic field "ProcessManagementActivityID" holds the current activity id of the proccess ticket, we could come with something like check if it a proccess ticket and compare the current ActivityID..it could work, because if i am not wrong, the ...

eandrex

I Havent worke too much with proccess, but i guess that all of this occurs in the "AgentTicketZoom", so my advice would be this.

From your profile info i see you are using OTRS 3.3, so in OTRS 3.3, in AgentTicketZoom.pm from line 138 to 146 looks like this

https://github.com/OTRS/otrs/blob/rel-3 ...

eandrex

Try
my $ConfigOption = $Kernel::OM->Get('Kernel::Config')->Get(Ticket::EventModulePost')->{'TestNotify'}->{'Channel'};

But if you want to get those values from the module itself(in this case 'Kernel::System::Ticket::Event::TestNotify') I think those are passed as arguments in the Run method
i ...

eandrex

Well, According to https://github.com/OTRS/otrs/blob/rel-4_0/Kernel/Modules/AdminUser.pm#L410 if you disable the AdminUserGroup module, it would redirect you to AdminRoleUser module.. but i guess that disabling AdminUserGroup is not an option for you since you may use it in a future.. so yeah, most ...

eandrex

Well, it is weird that it doesnt work..Another way to implement this, is by using the GenericAgent

"Admin" -> "Generic Agent" -> "AddTask"

Expand the "Execution based on events" and Add "TicketStateUpdate"

in ticket filter, select the states if necesary (if you want to restrict the execution of ...

eandrex

i just realised that the $.getJSON wont work(assuming that the perl code is correct and the otrs configuration is right)

this one should work
$.getJSON('public.pl',{ Action : 'MyModule' },function(data){
$.each(data, function(index, value){
$("#DynamicField_MyDynamicField").append($("<option ...

eandrex

It is a file.. it is located in
/opt/otrs/Kernel/Config.pm
edit it only if you know what you are doing, else you may end screwing your system.

Another option(safer than before) is by creating a new admin user.. to do so, log in into your system using putty/ssh..after that go to /opt/otrs/bin
cd ...

eandrex

Did you upgrade your OTRS(I remember reading about session problem after upgrades)? or is it a clean OTRS 4.0 install?

As a workaround, you might try to switch the session backend.

Switch from DB to FS. To do so, add this to your Config.pm

$Self->{SessionModule} = 'Kernel::System::AuthSession ...

eandrex

Cuando usted está en CustomerUser<>Services, al lado izquierdo hay un botón que dice "Servicios por defecto" o "Default services"... los que seleccione ahí se asociarán a todos los usuarios creados o por crear.

eandrex

You can get the same "functionality" by registering a public module. Something like this:

Kernel/Config/Files/MyModule.xml

<otrs_config version="1.0" init="Framework">
<ConfigItem Name="PublicFrontend::Module###MyModule" Required="0" Valid="1">
<Description Translatable="1">Frontend module ...

eandrex

Well, the problem could be that perl-YAML-XS was not available in standard Centos 6 packages repositories, so by installing EPEL (https://fedoraproject.org/wiki/EPEL) you expand the repositories of your system, so whenever you want to install a desired package, your system will look up in the ...

eandrex

Try these:

Instal epel

Code: Select all

yum install -y epel-release

After that, try

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yum install -y "perl(YAML::XS)"

or the one you just tried

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yum install -y perl-YAML-XS

eandrex

To achieve that, you would need an instance of http://otrs.github.io/doc/api/otrs/3.3/Perl/Kernel/System/Ticket.pm.html

then invoke TicketGet

Something like

...
my %Ticket = $TicketObject->TicketGet( TicketID => $Param{Data}->{TicketID} );

return {
Success => 1,
Data => {
%Ticket
}
};

eandrex

Copy <OTRS_ROOT>/Kernel/GenericInterface/Transport/HTTP/SOAP.pm
to
<OTRS_ROOT>/Custom/Kernel/GenericInterface/Transport/HTTP/ Create that directory tree if it doesnt exist in your system

Edit <OTRS_ROOT>/Custom/Kernel/GenericInterface/Transport/HTTP/SOAP.pm

Change this line

https://github.com ...

eandrex

Hello, I managed to do something that made the 'trick'

Affected file: <OTRS_ROOT>/Kernel/GenericInterface/Transport/HTTP/SOAP.pm

To see what changed in that file, look over: https://www.diffchecker.com/xcerj4nt

Changes can be seen in lines: 447, 565, 571

if you dont want to override the default ...

eandrex

Mmm, I dont know a lot about WCF, so i cant help you with it, however, the other option left is to modify https://github.com/OTRS/otrs/blob/rel-3 ... TP/SOAP.pm to add the namespace.

Ill try that later today

eandrex

Does your method in your .Net webservice project has [WebMethod] before its signature? (I know it may be logic, but it is better to discard that)..because the forum post you referenced in your first message solves the problem (if everything is configured right)..

Can you provide full OTRS as ...

eandrex

You should have read UPGRADING.md carefully.

you get errors of the type "table already exists" is because you are probably executing the *.sql scripts or DBUpdate-To-4.pl

If you are doing patch level upgrades, you can ommit these steps

eandrex

dynamic_field_value

eandrex

Does your .Net Webservice namespace match the one you defined in OTRS?

in your .Net you should have something like this(at the very begining)
[WebService(Namespace = "http://example.com/Whatever")]

then you must define "http://example.com/Whatever" in your "OTRS as Invoker" protococol(HTTP::SOAP ...

eandrex

If I understood correctly, then this *should* do the trickt

for your first need: Create a ticket dynamicfield of type "Text"

your second point: Install this addon(make sure it matchs your otrs version) http://opar.perl-services.de/dist/DynamicFieldRemoteDB-1.3.0 and configure it to connect to your ...

eandrex

Kinda weird what you are expecting.. and without source code it gets a bit harder to help you.. what I'd do in your case,would be edit Module 1 and from there Invoke your module 2..
if Module1 fires on events, it should hold the old ticket data you are looking for

so I'd do something like this ...

eandrex

Hi,

So you say that Module 1 is provided by xxx. My question is, it stops working after you enable your custom "Module 2" or if it doesnt work at all? if it doesnt work at all, your best bet is asking them directly for support.

On the other hand, if it stops working right after you enable your ...

eandrex

Well, maybe start showing us the code of your Module 1 and how you registered it in your OTRS

And when you say
certain database changes will happen
do you modify the OTRS DB directly or using OTRS API?

by the way, to do this

If ticket changes from state A to state B, ticket will revert back to ...

eandrex

Información sobre sistema operativo sería de gran ayuda y sobre todo cual servidor web está usando y sus logs

eandrex

at the end of your "PrepareRequest" method, did you try the "following"?

return {
Success => 1,
Data => {
model => {
instance => {
Urgency => '1 low',
Category => 'incident',
Title => 'OTRS Ticket',
#And so on..
},
},
},
};

eandrex

Since you are doing minor upgrades, you could fix your problems by reinstalling all your packages

in command line
perl /opt/otrs/bin/otrs.PackageManager.pl -a reinstall-all

if there is a new version of your package, you can update by
perl /opt/otrs/bin/otrs.PackageManager.pl -a upgrade -p /path ...

eandrex

From i have seen(experienced) if the ticket doesnt have an SLA associated, it will show 0 for FirstResponseInMin and SolutionTimeInMin.. i dont know if it is your case

eandrex

Hi, If you havent fixed your issued

in your <OTRS_HOME>/bin/cgi-bin/json.pl

edit
https://github.com/OTRS/iPhoneHandle/bl ... json.pl#L1

to point to your perl.exe path

eandrex

Try adding a few directives to your apache configuration.

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DocumentRoot /opt/otrs/var/httpd/htdocs
DirectoryIndex index.html

eandrex

You are adding [XmlElement(Namespace="")] in the wrong place. Add it before every argument your webmethod takes.

For example

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..
public .. MethodName([XmlElement(Namespace="")]int TicketID, 
 [XmlElement(Namespace="")]string SLA){
..
..
}

eandrex

PrecioHoraLabor*HorasInvertidasEnMontarOTRS = Lo que usted va a cobrar por la mera implementación y parametrización del sistema.

Ya de ahí la parte del Soporte, se la puede facturar mensual y de la misma forma:

PrecioHoraLabor*HorasQuePrestóSoporte

Ya todo depende de lo mucho que usted valore su ...

eandrex

Well, you would have to edit the function definition on your .Net Code...and it is a .Net related question

.. but i went trhought same problem weeks ago, and here it is, your solution:

In your .net web service, preppend this to your arguments

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[XmlElement(Namespace="")]

eandrex

UserLogin => For Agents
CustomerUserLogin => Customers.

Try changing UserLogin to CustomerUserLogin

eandrex

Hello, make sure the dynamic field was created targeting the "Ticket" object.

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