Znuny and ((OTRS)) Community Edition

bayerex

@quickndirty. Thank you so much for posting the solution. That was really helpful!

bayerex

Hi nanotowers,

I tried your source on a test instance that hasn't been changed but it doesn't work for me. Infact, upon saving it the source gets completely removed. Any ideas why?

bayerex

crythias wrote:It's a security issue because it allows popups from *any* source.

But the only possible "source" in this case can be Youtube, right?

bayerex

only myself edits the FAQ. Does that still pose a security problem?

bayerex

I changed line 204 in file Kernel/Output/HTML/Standard/AgentFAQZoom.dtl and removed: sandbox="allow-same-origin allow-popups" from iframe tag.

bayerex

Anyone got any advise for me on this one?

bayerex

Hi all, How can I embed a Youtube video into an FAQ article? When I enter such a source tag it doesn't work. Only a black frame is displayed. <iframe width="420" height="315" src="//www.youtube-nocookie.com/embed/n5oWpJ8q6oc" frameborder="0" allowfullscreen></...

bayerex

That's perfect. Thanks!

bayerex

Hi all,

Is it possible to add 'date created' to AgentTicketStatusView (small) in the age column underneath the age? Or even as a new column?

sshot-1.png

Thanks for the advice.

bayerex

That seems to have worked. Thanks for the tip!

bayerex

Hi all, OTRS renames attachments. In the screenshot on the right you see the actual file name. On the left the attachment after saving the ticket. This is a problem because we often send customers files which must not be renamed. How can we prevent this? Or is there any worksaround? sshot-24.png Man...

bayerex

This is a tricky one. It's not just us that send customers files through the ticket system it's also customer sending us large files too. We set our upload limit to 500MB, store them in the filesystem instead of the database and periodically run a cronjob to delete uploads/attachments. So again it w...

bayerex

I created a bug for this. So I suggest not to use external notes. Thanks jojo but external notes are currently the only way to give customers large files per OTRS unless we send them FTP links. I wanted however to use just one system. We will use a generic account for external notes until there is ...

bayerex

crythias wrote:
bayerex wrote:I can't see that working somehow because if you hover over it the email address is still displayed
Why would the personal email address of the agent be displayed?

The email address of the author of the note is displayed in the customer interface if you hover over the From name

bayerex

crythias wrote:Remove the names from the agent list?

I can't see that working somehow because if you hover over it the email address is still displayed. What's more, the agents wouldn't know very easily who has updated the ticket!

bayerex

create an anonymous agent user for this purpose? Yeah, as I said I'm already ok with using this as a workaround. I was just hoping to allow the agents to stay within their own account and not need to switch. So the option do hide the from name would be ideal as we've really no need to ever display ...

bayerex

Hi all, Our agents want to give customers the possibility to download a large attachment. The best way for that seems to be writing an external note and then answering the customer advising them that they can now download the file from the ticket. We are required to contact the customer via a generi...

bayerex

in the end our developer was able to spot an error he had made to the file.

<<< change:
System/CustomerUser/DB.pm:455

should be:
sub CustomerIDs {
my ( $Self, %Param ) = @_;
return $Self->CustomerIDList(%Param);
}

bayerex

Many thanks for the tip. That worked!!

bayerex

Hi all, In the Ticket Information, the display of a custom field 'Operating System' is being restricted. If were any standard field I would edit the character limit in AgentTicketZoom.dtl but I don't understand how to do this with custom fields. sshot-19.png Can anyone help me please? Many thanks in...

bayerex

crythias wrote:check case and spelling. Customer Company support would enable dropdown choice of customerID.

Spelling etc is all correct. I need this resolved pretty soon. Please contact me with your hourly rate if you would like to resolve this on a Freelancer basis.

bayerex

changing CustomerID is not retroactive to existing tickets. Use Generic Agent to update. That's true, I understand that. But these are two new tickets created for the purposes of troubleshooting this problem. Since 'customer1' and 'customer2' have always had the same CustomerID since creation of th...

bayerex

do you use customer group support? And the tickets are in queues with different groups? Yes, CustomerGroupSupport is already enabled. "Standard Queues" is one of the CustomerGroupAlwaysGroups. This is confirmed to me when I open 'customer1' in AdminCustomerUserGroup as this group is liste...

bayerex

Hi all, Since moving to 3.2.7 I haven't been able to get company tickets working. My two test accounts have the same customer_ID but cannot access each other's tickets. I have created a customer company - although I don't think this has anything to do with it. I'm pretty sure this is for adding drop...

bayerex

Hi all,

Can I remove ticket attachments when a ticket is archived? I see no possibility in the SysConfig or the generic agent job apart from "CMD". Is there a command that could realise this? Or is there another way?

Many thanks in advance.

bayerex

But I don't want to give up on this feature as it's very useful. I think a workaround would be just to run a crontab to delete the contents of /opt/otrs/var/spool

bayerex

Hi all, I have a very confusing problem I wish to share with you and hope someone has a suggestion/solution! I once implemented something from a previous forum in order to block and email back unregistered customers using the following code: /System/PostMaster/NewTicket.pm Line 40 ##### First part o...

bayerex

As a hot fix I've added this TemplateGenerator.pm which has cured the problem

Line: 836

Code: Select all

    $Article{Body} = $Self->{HTMLUtilsObject}->ToHTML(
            String => $Article{Body},
    );

bayerex

I've started again with my database now and every table is in UTF-8 format but the problem remains. I also run SugarCRM on the same server and that has no problems displaying German umlauts.

Any other ideas how I could fix this?

bayerex

Hi, did you ever find a solution to this?

bayerex

After some very ambiguous support from Microsoft this problem has fixed itself.

"An IMAP problem has been fixed". Any more information than that I've not been able to get out of them.

bayerex

After installing a clean 3.2.7 instance elsewhere and comparing Sysconfig ->Framework -> Core::Web I found Core.Agent.CustomerInformationCenterSearch.js was missing from Loader::Agent::CommonJS###000-Framework Restored this entry. Now CustomerInformationCenter is working fine. Yet another consequenc...

bayerex

Hi all, Since yesterday otrs.log is no longer writable and has been wiped of all its contents. Surely if the log file exists in a tmp directory then Linux will periodically wipe this file? -rw-r----- 1 syslog adm 0 Jul 9 19:42 /tmp/otrs.log Shouldn't it exist in /opt/otrs/var/tmp/otrs.log? Is this t...

bayerex

Hi all, On our production server the OTRS log is filled with 'Auth for user... failed" errors even though it is fetching mails without a problem. [Fri Jul 5 00:16:08 2013][Notice][Kernel::System::MailAccount::IMAPS::_Fetch] IMAPS: Fetched 20 email(s) from support@xxxxx.de/outlook.office365.com....

bayerex

Hi all,

I recently upgraded to 3.2.7 and since then noone can adjust the width of the richtext field. The depth is however still adjustable.

Can I enable this anywhere? I don't see any possibility so far.

Thanks in advance.

bayerex

Can anyone please advise me on this problem? Many thanks

bayerex

Hi all, Since migrating from OTRS 3.1.6 (Windows) to 3.2.7 (Ubuntu) the lines of the customer's email within the agents' notifications (<OTRS_CUSTOMER_EMAIL[5]>) contain no line breaks. This is causing some notifications to be very hard to read! However using the same tag the text is displayed corre...

bayerex

The answer may be to simply specify a <td width> above the column paragraph in AgenTicketOverViewSmall.dtl but I can't get it to look quite right. <td width="4%"> <div title="$Text{"$Data{"Lock"}"}">$Text{"$Data{"Lock"}","6"}</div...

bayerex

Hi all,

Using the "td width" parameters in AgentTicketOverviewSmall.dtl I've been able to limit the gaps in some of the columns but I still can't reduce "Locked".

How can I reduce the wasted space as indicated in red?

Many thanks in advance.

sshot-5.png

bayerex

Hi all,

I've added some dynamic fields into Ticket::Frontend::OverviewSmall###DynamicField

There are however unnecessary gaps in the columns. How can I reduce these? (as highlighted in red). Call me a fussy old sod but every pixel of space is precious to us!

sshot-4.png

Thanks in advance.

bayerex

This would be a very useful feature. As far as I can see there is no support for this. The only thing I've done for this is to send to a distribution list but this far from clever.

bayerex

Solved! I exportedand replaced the process_id table from a clean 3.2.7 install into my instance. Working fine now. Thanks for much for the help.

bayerex

Hi, did you migrate from an pevious version of OTRS? You should have DB in utf-8. Perhaps you have exported/imported in non-utf8 format. Then: dump database, sed your wrong-format into utf8 restore, and you should be fine. But: Just from screenshot, you can not see, where the error is. What sais Su...

bayerex

Ah apparently on Windows3.1.6 server the process_id table is corrupt (oh dear!). Would it be just as good to import this table from elsewhere?

bayerex

What it says is the truth. So either the process_id table is crashed or it never was... OR, your database is not called "otrs" for some reason...? It's definitely called "otrs". But you're quite right there is no process_id table. This is an upgraded database from Windows3.1.6 t...

bayerex

Hi all, Pleeease can someone help me here? New incoming emails are not being downloaded automatically, there seems to be something wrong with cron. I can fetch them manually no problem. I would much appreciate some advise, Bayerex I have this in otrs.log every 1min: [Thu Jun 20 21:10:02 2013][Error]...

bayerex

Hi all, Since migrating to Ubuntu 12.04 certain pages are displaying the German umlauts incorrectly e.g. sshot-1.png sshot-2.png I've checked that the files under /otrs are in UTF-8 format This is my server's locale: $ locale LANG=en_GB.UTF-8 LANGUAGE=en_GB:en LC_CTYPE="en_GB.UTF-8" LC_NUM...

bayerex

reneeb wrote:Just set "Priority" to "0" in SysConfig option Ticket::Frontend::CustomerTicketZoom###AttributesView

Ha! As easy as that heh? Thanks a lot.

bayerex

Hi all, Apologies if this has been asked elsewhere but there doesn't seem to be a solution for it anywhere yet. I need to remove the priority from customer's ticket print outs. I've been able to remove it from the general customer interface but unfortunately it still shows when a customer prints a t...

bayerex

I must also apologise. I misread the Upgrading doc and made an unnecessary key definition above my ACLs. I understand better now!

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