Znuny Open Source Ticketsystem

Ok. I think I understand. Unfortunately, I *am* my Linux admin. But that gives me something to go on. I'll see if I can figure out how to update my rpm database.

I don't understand, jojo. Should I be trying to install perl(Archive::Zip) a different way? Or are you just saying that I've mislabeled my post?

I'm trying to install OTRS Help Desk on an EC2 instance of Amazon Web Services. I'm following the installation instructions here. But when I try to install otrs, I get the following errors: Error: Package: otrs-4.0.8-02.noarch (/otrs-4.0.8-02.noarch) Requires: perl(Archive::Zip) Error: Package: otrs...

I'd be happy to provide the content of my posts for the wiki and update the link here if that's preferable. I was a little concerned about posting link bait, but the posts are too long to include here, and I honestly just didn't think about the wiki.

Hi all. I just wanted to provide a link to some blog posts I wrote in conjunction with my recent OTRS setup. You can find the first one at http://htddi.wordpress.com/2014/02/04/otrs-config-pt1/ , and the other two are linked from there. The first one covers more high-level concepts about what Queues...

Ok. Well, the web installer just didn't work. I deleted the database, went back and followed the steps for configuring the database manually, and now it's working. I don't know why I didn't just do that three days ago. Stubborn, I guess. :) Before I restarted the otrs service, though, I did try to l...

I may have found a catch-22 here. Following crythias' instructions, I noticed that the otrs service wouldn't start. The error indicated that otrs couldn't connect to the database. Of course it can't, because the otrs database hasn't been created yet. So the error also suggests using the web installe...

I was reviewing all of the hardware/software requirements for OTRS and openSuSE last night, just to see what I might be missing. I can't imagine that this is the problem, but OTRS says it requires 2 GB of RAM. My netbook has only 1 GB. I know that some hardware requirements are there to guarantee sp...

I have no problems accessing MySQL locally or remotely. Plus, like I said, OTRS creates the database and updates the Config file with database info just fine. At least I think it does. When I delete the database to try again, it tells me it has deleted 91 rows. Should I have more than that? I've rea...

Ok. Started from scratch. Reinstalled openSUSE but included KDE so I could walk through the web installation on the server. Same error, same place. When I installed on CentOS, there were a couple of things I had to do that weren't in the manual. First, I had to disable SELinux to access the web inst...

I'm using Firefox 26 from the Windows 8 machine. I've tried two different Windows 8 machines--one on my network, and one outside my network. This was a completely fresh installation of everything. I can start over. Right now, a text-only version of openSUSE and OTRS are the only things running on th...

Thanks, schulmann. I tried your method, and now I'm getting a timeout error at the same point in the process. I get to the part of the web installer that creates the database, and it times out. The script successfully creates the database and updates the Config.pm file with the new password. I can't...

I used the RPM via http://ftp.otrs.org/pub/otrs/RPMS/suse/ ... noarch.rpm.

I recently set up OTRS on some CentOS servers, and I wanted to do a similar setup on my openSUSE server at home to do some additional testing. I can't get past the part of the web installer that creates the database. It appears to create the database ok, but then it times out. I get the following er...

Just double-checked again, and it's redirecting to the Group - Role screen now. Is it possible it didn't reset everything until a cache refresh or something like that? I'm used to OTRS responding to configuration changes much quicker.

Thanks for the suggestion jojo. Maybe I'm missing something. Based on the OTRS documentation ( http://doc.otrs.org/3.1/en/html/adminarea-agents-groups-and-roles.html ), I have already deactivated Agents-Groups by going to Framework -> Frontend::Admin::ModuleRegistration. There's a setting in there f...

We've decided as a general policy in our organization that we will only associate Agents with Roles rather than directly associating them with Groups. I understand this is the recommended practice by OTRS anyway. However, whenever I create a new Group, OTRS redirects to the "Manage Agents-Group...

I read in the official Admin manual that "escalation calculations and the unlock feature are based on specific state types." I understand the difference between States and State-Types (or State-Names and State-Types) to be that the State is a label for the user. Any name can be linked to a...

Thanks, crythias! It was the setting right underneath the one you pointed out: Ticket -> Frontend::Agent, Ticket::Frontend::DynamicFieldsZoomMaxSizeSidebar. I set this to 140 (Twitter rules), and that did the trick. You're right that branch should, by default, be an attribute of the customer. And it...

I've added a dropdown field to a customer's ticket in OTRS called Branch. It allows users to select their branch, identified by a number and a name. For example, my branch is `901 - Support Group`. When I display this field in the ticket zoom view on the Agent side, it gets truncated to `901 - Suppo...

Ah. That makes a lot of sense. Thank you for pointing that out. I've edited my code to what you see below. It's working great so far. # Agent DB authentication $Self->{'AuthModule1'} = 'Kernel::System::Auth::DB'; # Agent LDAP authentication $Self->{'AuthModule2'} = 'Kernel::System::Auth::LDAP'; $Sel...

But working, so I'm not sure I understand why AuthModule2::LDAP::UID2 is not good. Are you saying that instead of appending 2 to AuthModule in the following lines, I should have appended it to GroupDN, AccessAttr, and UserAttr? # Check if the user is allowed to auth based on AD group membership $Sel...

I'm using OTRS v 3.3.3 with Cent OS 6.4 and MySQL 5.1.71.

Thanks for the tip on the CSS. I was really hoping there was an on/off switch for the priority flag in the configuration. Is there anything like that in my version?

Thanks, crythias. It took a little bit of tweaking, but it is working now. My working config is below: # Agent DB authentication $Self->{'AuthModule1'} = 'Kernel::System::Auth::DB'; # Agent LDAP authentication $Self->{'AuthModule2'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule2::LDAP::Host2'}...

I have been experimenting with AD integration with OTRS for the past couple days. I have authentication working successfully, which is great. But now I want to limit agent sign-in to a specific AD security group. I've followed the models I've found online, but it's not working. Everyone who has test...

I don't want users to be able to see or set the priority of their own tickets. I've disabled the customer's ability to select or change the priority of the ticket in any of the customer views, which successfully removes the dropdowns. However, there's still that flag next to the ticket title that in...

I'm trying to install OTRS Help Desk 3.3.2 on Cent OS 6.5 (Final). The initial installation (yum install) goes smoothly enough. The next step is to restart httpd, but the restart keeps failing. I don't get an error in the console, but when I check the error logs, I can see that it fails each time fo...