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
Search found 213 matches
- 03 Feb 2016, 23:16
- Forum: Help
- Topic: Manage how often pending reminder notifications are sent
- Replies: 1
- Views: 1212
- 03 Feb 2016, 17:43
- Forum: General
- Topic: Restrict a queue to a service
- Replies: 2
- Views: 1592
Re: Restrict a queue to a service
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 propertie...
- 03 Feb 2016, 15:36
- Forum: General
- Topic: How to set customer_user_id = email in new ticket
- Replies: 4
- Views: 2517
Re: How to set customer_user_id = email in new ticket
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
perl otrs.RebuildConfig.pl
perl otrs.DeleteCache.pl
perl otrs.SetPermissions.pl
service httpd restart graceful
- 02 Feb 2016, 17:49
- Forum: Help
- Topic: log error after upgrading from otrs 4 to 5.0.6
- Replies: 19
- Views: 20289
Re: log error after upgrading from otrs 4 to 5.0.6
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.p...
- 01 Feb 2016, 21:33
- Forum: Help
- Topic: log error after upgrading from otrs 4 to 5.0.6
- Replies: 19
- Views: 20289
Re: log error after upgrading from otrs 4 to 5.0.6
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....
- 01 Feb 2016, 21:26
- Forum: General
- Topic: Implement Webservice into Other Website
- Replies: 1
- Views: 1291
Re: Implement Webservice into Other Website
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...
- 28 Jan 2016, 22:06
- Forum: General
- Topic: How to set customer_user_id = email in new ticket
- Replies: 4
- Views: 2517
Re: How to set customer_user_id = email in new ticket
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 y...
- 28 Jan 2016, 21:53
- Forum: Help
- Topic: Creating "Customer users" via external webpage
- Replies: 1
- Views: 1214
Re: Creating "Customer users" via external webpage
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 some...
- 28 Jan 2016, 20:14
- Forum: Ayuda
- Topic: Problema con http://localhost/otrs/installer.pl
- Replies: 3
- Views: 3802
Re: Problema con http://localhost/otrs/installer.pl
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 ap...
- 28 Jan 2016, 20:08
- Forum: General
- Topic: Crear un nuevo ticket fecha pasada
- Replies: 2
- Views: 2857
Re: Crear un nuevo ticket fecha pasada
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 la fu...
- 20 Jan 2016, 22:30
- Forum: Ayuda
- Topic: Problema con http://localhost/otrs/installer.pl
- Replies: 3
- Views: 3802
Re: Problema con http://localhost/otrs/installer.pl
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.
/otrs/index.pl funciona correctamente?
El error que se le está presentando es debido a una mala configuración del servidor web.
- 11 Jan 2016, 22:29
- Forum: General
- Topic: OTRS Reports
- Replies: 6
- Views: 6335
Re: OTRS Reports
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 mus...
- 10 Jan 2016, 22:00
- Forum: General
- Topic: OTRS Reports
- Replies: 6
- Views: 6335
Re: OTRS Reports
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 generat...
- 08 Dec 2015, 03:13
- Forum: General
- Topic: OTRS 5 phone home (and how to disable it, and more)
- Replies: 6
- Views: 4103
Re: OTRS 5 phone home (and how to disable it, and more)
Code: Select all
My advice to all of you: it's the time to design a plan to move away from OTRS at all.
Edit: nvm, I didnt see you already replied there.
- 06 Nov 2015, 21:42
- Forum: Help
- Topic: [SOLVED] Limiting the number of replies in the module "Survey Module"
- Replies: 2
- Views: 1581
Re: Limiting the number of replies in the module "Survey Module"
Create the questions as "Radio" instead of "Checkbox"
- 09 Oct 2015, 20:03
- Forum: General
- Topic: Seeking ideas for not displaying an error in Process Tickets
- Replies: 4
- Views: 2149
Re: Seeking ideas for not displaying an error in Process Tickets
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 wron...
- 09 Oct 2015, 17:18
- Forum: General
- Topic: Seeking ideas for not displaying an error in Process Tickets
- Replies: 4
- Views: 2149
Re: Seeking ideas for not displaying an error in Process Tickets
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...
- 06 Oct 2015, 17:51
- Forum: General
- Topic: Access config option from custom module [SOLVED]
- Replies: 2
- Views: 1544
Re: Access config option from custom module
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 would ...
- 02 Oct 2015, 22:16
- Forum: General
- Topic: change module loaded after creating new agent
- Replies: 1
- Views: 1409
Re: change module loaded after creating new agent
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 ...
- 02 Oct 2015, 15:22
- Forum: Help
- Topic: [Solved] TicketStateUpdate not triggered
- Replies: 3
- Views: 2109
Re: TicketStateUpdate not triggered
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 neces...
- 02 Oct 2015, 15:14
- Forum: General
- Topic: Dynamic field question
- Replies: 8
- Views: 4864
Re: Dynamic field question
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){ $("#DynamicField_MyDynamicField").append($("...
- 02 Oct 2015, 15:10
- Forum: General
- Topic: Session ID is Invalid (only for some users including the Admin)
- Replies: 11
- Views: 7059
Re: Session ID is Invalid (only for some users including the Admin)
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 /opt...
- 01 Oct 2015, 16:46
- Forum: General
- Topic: Session ID is Invalid (only for some users including the Admin)
- Replies: 11
- Views: 7059
Re: Session ID is Invalid (only for some users including the Admin)
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::FS';
- 26 Sep 2015, 00:06
- Forum: Ayuda
- Topic: Servicios=>Customers
- Replies: 2
- Views: 3025
Re: Servicios=>Customers
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.
- 25 Sep 2015, 16:22
- Forum: General
- Topic: Dynamic field question
- Replies: 8
- Views: 4864
Re: Dynamic field question
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&qu...
- 22 Sep 2015, 18:23
- Forum: General
- Topic: Problem with perl(YAML::XS)
- Replies: 11
- Views: 10493
Re: Problem with perl(YAML::XS)
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 instal...
- 22 Sep 2015, 17:57
- Forum: General
- Topic: Problem with perl(YAML::XS)
- Replies: 11
- Views: 10493
Re: Problem with perl(YAML::XS)
Try these:
Instal epel
After that, try
or the one you just tried
Instal epel
Code: Select all
yum install -y epel-release
Code: Select all
yum install -y "perl(YAML::XS)"
Code: Select all
yum install -y perl-YAML-XS
- 22 Sep 2015, 15:26
- Forum: General
- Topic: Otrs TestSimple.pm (Invoker)
- Replies: 13
- Views: 4050
Re: Otrs TestSimple.pm (Invoker)
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 } };
- 18 Sep 2015, 22:35
- Forum: General
- Topic: [SOLVED] Otrs send soap message to webservice
- Replies: 11
- Views: 4048
Re: Otrs send soap message to webservice
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/OTRS/o...
- 18 Sep 2015, 22:13
- Forum: General
- Topic: [SOLVED] Otrs send soap message to webservice
- Replies: 11
- Views: 4048
Re: Otrs send soap message to webservice
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 file...
- 18 Sep 2015, 20:45
- Forum: General
- Topic: [SOLVED] Otrs send soap message to webservice
- Replies: 11
- Views: 4048
Re: Otrs send soap message to webservice
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
Ill try that later today
- 18 Sep 2015, 19:43
- Forum: General
- Topic: [SOLVED] Otrs send soap message to webservice
- Replies: 11
- Views: 4048
Re: Otrs send soap message to webservice
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 Invoker...
- 18 Sep 2015, 18:26
- Forum: General
- Topic: How to update 4.0.0 for 4.0.12
- Replies: 1
- Views: 1161
Re: How to update 4.0.0 for 4.0.12
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
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
- 18 Sep 2015, 18:15
- Forum: General
- Topic: CAMPOS DINÁMICOS TABLA EN BD
- Replies: 1
- Views: 2196
Re: CAMPOS DINÁMICOS TABLA EN BD
dynamic_field_value
- 18 Sep 2015, 18:12
- Forum: General
- Topic: [SOLVED] Otrs send soap message to webservice
- Replies: 11
- Views: 4048
Re: Otrs send soap message to webservice
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&q...
- 17 Sep 2015, 15:39
- Forum: General
- Topic: Dynamic field question
- Replies: 8
- Views: 4864
Re: Dynamic field question
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...
- 12 Aug 2015, 19:17
- Forum: Developers
- Topic: Problem cascading state update event
- Replies: 5
- Views: 3746
Re: Problem cascading state update event
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 Modul...
- 11 Aug 2015, 15:50
- Forum: Developers
- Topic: Problem cascading state update event
- Replies: 5
- Views: 3746
Re: Problem cascading state update event
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 ...
- 10 Aug 2015, 22:45
- Forum: Developers
- Topic: Problem cascading state update event
- Replies: 5
- Views: 3746
Re: Problem cascading state update event
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 state...
- 06 Aug 2015, 18:55
- Forum: ¿Cómo lo hago?
- Topic: Problema con index.pl e installer.pl(Solucionado)
- Replies: 4
- Views: 5255
Re: Problema con index.pl e installer.pl
Información sobre sistema operativo sería de gran ayuda y sobre todo cual servidor web está usando y sus logs
- 29 Jul 2015, 21:04
- Forum: Help
- Topic: Modify webservice Envelope
- Replies: 2
- Views: 1786
Re: Modify webservice Envelope
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.. }, }, }, };
- 11 Jul 2015, 21:30
- Forum: Help
- Topic: Error after upgrading OTRS Framework
- Replies: 5
- Views: 5573
Re: Error after upgrading OTRS Framework
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/to/m...
- 09 Jul 2015, 19:13
- Forum: Help
- Topic: FirstResponseInMin return 0
- Replies: 11
- Views: 7518
Re: FirstResponseInMin return 0
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
- 06 Jul 2015, 19:03
- Forum: Help
- Topic: iPhone app issue and performance
- Replies: 10
- Views: 13191
Re: iPhone app issue and performance
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
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
- 24 Jun 2015, 18:46
- Forum: Help
- Topic: [SOLVED] Fail to Redirect to login page
- Replies: 17
- Views: 17829
Re: Fail to Redirect to login page
Try adding a few directives to your apache configuration.
Code: Select all
DocumentRoot /opt/otrs/var/httpd/htdocs
DirectoryIndex index.html
- 17 Jun 2015, 18:58
- Forum: Developers
- Topic: Run .Net Web Service from OTRS
- Replies: 6
- Views: 23267
Re: Run .Net Web Service from OTRS
You are adding [XmlElement(Namespace="")] in the wrong place. Add it before every argument your webmethod takes.
For example
For example
Code: Select all
..
public .. MethodName([XmlElement(Namespace="")]int TicketID,
[XmlElement(Namespace="")]string SLA){
..
..
}
- 16 Jun 2015, 14:14
- Forum: General
- Topic: [CERRADO] OTRS Inquietud
- Replies: 4
- Views: 15678
Re: OTRS Inquietud
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 tra...
- 16 Jun 2015, 14:10
- Forum: Developers
- Topic: Run .Net Web Service from OTRS
- Replies: 6
- Views: 23267
Re: Run .Net Web Service from OTRS
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
In your .net web service, preppend this to your arguments
Code: Select all
[XmlElement(Namespace="")]
- 29 May 2015, 20:44
- Forum: Developers
- Topic: [SOLVED] Create a session
- Replies: 4
- Views: 14644
Re: Create a session
UserLogin => For Agents
CustomerUserLogin => Customers.
Try changing UserLogin to CustomerUserLogin
CustomerUserLogin => Customers.
Try changing UserLogin to CustomerUserLogin
- 13 May 2015, 23:12
- Forum: General
- Topic: Inclusion of the dynamic field in report
- Replies: 8
- Views: 4880
Re: Inclusion of the dynamic field in report
Hello, make sure the dynamic field was created targeting the "Ticket" object.