Znuny Open Source Ticketsystem

Core::Sendmail
was causing issue, i changed fetch mail but totally forgot about that

hi when i use firefox i get an strange error when i want reply on email ticket
instead of sending email i get save as popup window and agents are unable to send emails
any thoughts?

i did it with free fields now... but im unable to search by free fields on 3.1 version dont know how to add that custom field, on 2.4.5 there is an empty field and i just write myfiledname and value im searching for

for dynamic field i add it inside viewsearch
Ticket::Frontend::AgentTicketSearch ...

Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewNote
Ticket::Frontend::AgentTicketNote###DynamicField
(+) yourshortfieldname 1


oh i see now... when i change it inside of note then it will change on all fields inside of ticket and its searchable with that fieldname inside ...

hi
i have multiple otrs systems and when i use 3.1 and 3.2 version it works great, but on 2.4.5 version when i press reply i get:

" xyz user wrote :
| quote of message"


and on 3.1
"10/18/2013 09:40 - xyz user wrote:
| quote of message"

is there any way to get that date in 2.4.5 version too?
or ...

crythias wrote:My apologies. Best practice: add the field to a note in SysConfig and use this note to modify the field. It then allows you to record why you changed it.

hmmm can you tell me what do write in search when i go to SysConfig
what note do i need to use, im new to OTRS and cant find it

You might have a Free Fields or such on your ticketZoom menu.


i tried like this
http://doc.otrs.org/3.1/en/html/dynamicfields-configuration.html#dynamicfields-configuration-add
examples
22.5

but his text is link like and mine isnt, not sure is that just link or its link to edit that text

how ...

i need to have option to edit dynamic field
i added it to ticket and i can use it good when i press tickets - new email ticket
however i need agents to be able edit or add that same dynamic field for auto created tickets (im forwarding it from mail to OTRS and dynamic field agent need get from email ...

did you use the delete state or the delete function in your generic agent


i used "Ticket command" and "Delete ticket" set to "yes"
under that i have
"Warning: All affected tickets will be removed from the database and cannot be restored!"

PS im looking to right database do i need something to ...

generic agent should erase everything that you select

i set generic agent to delete everything older then 13 months and it erase tickets from otrs i cant see them
BUT in database (MySQL) i can see every ticket deleted or not with generic agent, any way to delete tickets from MySQL too automatically

disk space on my server is running low
i have erased otrs from /tmp folder - that wont leave any consequences on my OTRS? (i free 40% of disk space there)
is there anything else i can remove to free more space?
inside some other folders? maybe in /opt/otrs or somewhere else

i check other ...

im trying to install 3.2.9 and have same issue, when i come to step 3/5 css just crash and i cant continue with installation
any way to fix it, reply topic with correct answer or something cant find it here

or what installer version is working at this moment?

Restarting web server: apache2[Tue Sep 24 15:06:00 2013] [warn] The ScriptAlias directive in /etc/apache2/sites-enabled/otrs2.conf at line 5 will probably never match because it overlaps an earlier ScriptAlias.
[Tue Sep 24 15:06:00 2013] [warn] The Alias directive in /etc/apache2/sites-enabled/otrs2 ...

i set escalation update time on 540 minutes
and i have issue that agents see they are late 100 hours and when they open ticket it was set on closed then customer contact us again and open ticket again and agent did answer to it but escalation time is till over 100 hours and it should not be there in ...

Did u managed to resolve the issue with "Panic User ...................." ?

If not, one possible reason could be that you have wrong date in USERS table. You must change the column name from 'Salutation' (old name) to 'Title' (new name)

i restore it and will install 2 different otrs now and will ...

im tryin to put 2 otrs on same server
i did installation based on http://wiki.otterhub.org/index.php?title=Installation_on_Debian_5.04_lenny

since i have one installation on this server i skipped
The next step is to install the necessary Perl modules, the web server and the database.


and i ...

i have gmail account where emails are incoming but due fail upgrade i lost some of them in OTRS is there any way i can get them trough postfix and import them to OTRS (to concatenate them with existing ticket or create new if not existing)

i restore it to 2.4.5

yes i use LDAP.
i use postfix on it and now some tickets are lost, any way to return them trough postfix? like resend everything from friday? ( if yes will OTRS read every email as new ticket or will merge them in existing)

its most likely we will go fresh install on new ...

i tried upgrade 2.4.5 to 3.0.1
and it went bad script dbupdate to 3.0 didnt went to the end my ssh is goin to connection timeout
"ERROR 1061 (42000) at line 10: Duplicate key name 'ticket_create_time_unix'
ERROR 1025 (HY000) at line 45: Error on rename of './otrs1/#sql-8fc_7cd6' to './otrs1/article ...

its up now

currently upgrading from 2.4 to 3.0
scrip for DB update is started

ERROR 1061 (42000) at line 10: Duplicate key name 'ticket_create_time_unix'
ERROR 1025 (HY000) at line 45: Error on rename of './otrs1/#sql-8fc_7cd6' to './otrs1/article_flag' (errno: 150)


how do i check script status ...

ftp is down i cant connect on it
http://ftp.otrs.org/pub/otrs/

any alternative link for downloading all versions i need 2.4 to 3.0

generic agent is doin some copy to tmp folder any way i can set it not to save it there? or not save anything to tmp since i want free my space from disk not fill it

i have 2.4.5 version set up and i need to get to 3.2.x
do i need go 2.4.6... or i can go 2.4.x to 3.0.0 then 3.1 3.2 then minor patches?

looks like when i start generic agent my disk usage goes to 100%

i left it over the night to do cuz i thought it might be overloaded... but still same problem
unable to get in OTRS, endless loading, unable to get in database
how do i solve this?

when i try to restart apache on ssh i get this msg
"The Alias directive in /etc/apache2/sites-enabled/000-default at ...

Use the GenericAgent for this task. You can find the GenericAgent when you click on "Admin" in the navigation bar. Ticket criteria should be "created before 1.1.2012". And later say "Delete tickets"... Then run the GenericAgent.

And you probably should switch the attachment storage from database ...

hi
our company is using otrs since 2009 and no one didn't remove any old datas
they assigned me for OTRS
i have looked into mysql concept now and i saw 2 big tables (article_attachment 15GB and article_plain 19GB )
can anyone explain me what are these tables are used to?
or how can i delete all old ...

is there any way to set timer (age) not by time created first post but time from customers last contact
if customer contact me 1st time 4 days ago and last time 6 hours ago... so in view i want see (6 hours not 4 days ago)

hello

im trying to set escalation view when customer send mail to OTRS and only get escalation message if agent doesnt respond ( i set only escalation time Escalation - first response time (minutes): ) is that count only for first time customer send emial?
is it possible only check when customer ...

hi

can anyone tell me how can i set OTRS to have "queue" inside escalation view or all views like on live demo here
http://www.otrs.com/en/software/otrs-help-desk/online-demo/ Service Agent 2nd and 3rd level
i have standard view without it and it would be great that i can select only queue i want ...

i have problem where i dont get same data on from my database on ticket preview

i had that problem with Normal 0 false false .... (ANY SOLUTION TO THAT?)
and i tried to replace that with empty string and when i try print there is no more error but it just erase error and not showing text that is in ...