Znuny Open Source Ticketsystem

xax0

No worries, I am just trying to collect opinions and whether someone faced the same issue. I will post my results if i resolve it, as it will be useful for the others as well. I've just rebuilt the test system and I am going to try and enforce SELinux once more. Thanks for your help crythias, much a...

xax0

We have some custom scripts running, but nothing too extraordinary.

xax0

Thanks for this link, I am familiar with SELinux, how to troubleshoot and how to modify policies, etc. However I've excausted all troubleshooting options and that's why I've posted it here. I am using partially this guy's manual: http://gergely.polonkai.eu/blog/2013/05/06/installing-otrs-in-fedora-1...

xax0

OK, i forgot to mention that I am running it in a SELinux enabled environment. When i set http_t content type to permissive policy, everything works. However, the idea is to be protected with SELinux.

And I am not going to chown the whole /opt/otrs directory

it is not security at all.

xax0

Hello guys, I am receiving the following error and I can't figure out why? It is generated when i access the default login URL http://localhost/otrs/index.pl It gives me: The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server a...

xax0

This is expected behavior from OTRS. It is a must to assign customer user to service, because service is associated with SLA. If you do not assign default service for all customers, you have to associate your customer user to service. I can see that you have lots of dodgy characters in your customer...

xax0

"Intervention time" = Update time in OTRS or "Interaction" by ITIL. It really depends on the escalation times you set in the SLA settings (First response, update time, re). First response is usually the response from the Agent and not an automated answer from OTRS system. You bet...

xax0

Hello anyone?

xax0

Yes exactly, the ACL GUI is the new interface for the ACL's (much easier to use). Queue ID is a number (integer) in your DB that identifies the Queue and is used for relations in the OTRS DB. Try browsing your DB with PHPMyAdmin or similar tool. View the attachment, that's the default Queue table (b...

xax0

Lubo, it will be good if you post your OTRS version, DB and OS version, so we can at least have an idea of your environment.

ACL's in OTRS 3.3 and above are much more easier to configure through the GUI.

xax0

That's the way POP protocol works. It does not leave any emails in the user mailbox, but deletes them all after OTRS takes care of them.

You better use IMAP or SMTP with Procmail and Postfix installed.

xax0

Hello there, I am trying to tackle the following showstopper i encountered - sending notifications to a members of a group of customer users, on certain stages of my Process Ticket. I setup a filter in the Notifications (events) as shown on the attached picture and I make sure that filters and trigg...

xax0

I don't see a point as to why you backup to ISO? You just need to copy all the files in the folder of your OTRS appliance. Usually you will find files like .vmx . nvram .vmdk etc. copy the content to external HDD and transfer it to your customer's VMWare environment. usually this is done through you...

xax0

That's clear enough.

many thanks!

xax0

I understand.
I will have to stick with the ticket state only, and get the agents to open RfC.

What about change approval? Can this be achieved through the Customer Interface?

xax0

Hello there,
Is it possible to add the Ticket type of RfC (or Change Request) to the customer front end?
I will need to test out the Change creation from customers, but I'm not sure whether they can submit change requests through the portal.

xax0

Hi. OTRS version is --- otrs-3.0.8-01 OS version is --- Red Hat Enterprise Linux Server release 5.4 (Tikanga) That explains it clearly. Upgrade as advised, and then carry on with customization. running the latest version makes sure you are taking the most out of the system, as they are adding more ...

xax0

Then look at the rights management. May be the user is lacking permissions.
Can you check whether other users are able to see the FAQ section? Check first with Admin.

xax0

If Perl is crashing on Windows, than you should look into reinstalling it. To be honest, I am not familiar with OTRS on Windows, as the performance goes down significantly. OTRS should have in the Admin interface link called System Log: http://doc.otrs.org/3.3/en/html/administration.html#adminarea-s...

xax0

That's the way I overcome this: http://forums.otterhub.org/viewtopic.php?f=62&t=23589 You can add new field by first adding it in Dynamic Fields > Article > Free Text. Then use the dynamic field key to add it to SysConfig > Ticket > Frontend::Customer::Ticket::ViewNew. Then use the link above to...

xax0

Can you go to System Log and paste here any errors you may receive? Looks like permission issue, or at least the module is not installed correctly. Also, include in your signature your OTRS version, OS and DB version. Otherwise, we will need to ask you this every time you ask for help (and that is d...

xax0

OK, all solved. PEBKAC issue (Problem Exists Between Keyboard And Chair) it was my firewall which was blocking internet access from the box.

xax0

Then may be its the firewall who is blocking it?

I'll try to alter with the settings on the FW. Thanks.

xax0

no errors at all, just shows a blank page... that's it.

for example, i want to display the following site: kc.mcafee.com and it shows me just a blank widget. take a look at the screenshot and my settings

xax0

Hello there, I was thinking whether someone made the iFrame dashboard widget working?
I am trying to display a web page (knowledge base of a vendor) on the dashboard but without success.

thank you in advance!

xax0

I found out that Eclipse BIRT is quite useful tool for that purpose. It requires Tomcat server but looks like I am going to take use of its extensive reporting.

I will mark it as solved.

Thank you crythias!

xax0

reneeb, I've tried that but looks like i've missed some code or something and it brakes the page.

i'll try again and let you know.

xax0

Hello there,
I was looking at the stats module and couldn't find under Ticket list where I can print Customer User first and last name? Isn't that supported out of the box, or I'll need to do a SQL query if I want that included in my reports?
Thank you in advance

xax0

Hello guys, I have a problem with one of my records for Customer Company. It basically has the following format of XX XXXX & XXXXX. When I click on it it when I'm in TicketZoom, I am forwarded to a different account (only the first part of the name XX XXXX, the last after the & sign is missi...

xax0

I am again after some order changes in:
AgentTicketPhone.dtl
AgentTicketEmail.dtl

For example, I want to change Queue to appear before Services

xax0

it would be a good idea if I am able to list top performers based on article numbers. So, spamming a ticket = more productivity than a single article resolving it? The idea is to see how much effort the agents are putting to resolve tickets. Also, if I am able to check on their interactions, I will...

xax0

Hello there, I am looking at creating a stats (preferably a widget with nice graphics on the dashboard) that will show me articles created by agents per day (week, month, year). Is it possible to dig out such a report with the current stats module? Also, it would be a good idea if I am able to list ...

xax0

It suddenly works!
Forgot to move service mandatory field and that what caused the issue before.

xax0

Thanks mate, I'll test it and let you know.

xax0

Hello there, I am trying to change how the customer frontend looks like. I want to change the order of To: field and I was looking for a way to appear after Service. I was looking in the CustomerTicketMessage.dtl however I couldn't find a way to alter with it there. Have someone tried to do the same...

xax0

Looks like a good solution but i need to play explicitly with the ticket states which i wanted to avoid. I tried to do the following thing: Generic Agent job: once a day to check for tickets with state Pending Customer Response. Ticket filter: Ticket changed more than 3 days ago. Add Note: Customer ...

xax0

Hello all I apologize if i am duplicating themes, but i've searched for 2 days and haven't found anything on the topic. Basically I am looking at the following - When a customer opens a ticket and marks it as a "Solution" i have generic agent that has event based trigger and makes the stat...

xax0

ok this is understandable but I have another problem. I have two instances of OTRS and when I generate Excel report then I get different formats in Excel . how can i tell excel to treat both OTRS equally and generate reports with same format. I would suggest that you go first through the Master Sup...

xax0

I am basically looking for the same thing. I am looking at the tree view and i am sure that OTRS can do it some how.

Anybody faced the same task?

xax0

Thank you both of you. I found it easier to change the Dynamic Fields values and it suddenly works

Thank you again!

xax0

Hello there, I am quite new to OTRS and we are making it work the way we are currently working. That's why I want to change Service> Criticatliy change_criticality_of_service.jpg as you can see from the image Criticality is in the order 1 very low, 2 low, 3 normal, 4 high, 5 very high . I want to ma...

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