Search found 43 matches

by jlamarche
13 Feb 2017, 12:12
Forum: Help
Topic: [SOLVED] FAQ - Remove/hide faq fields
Replies: 2
Views: 1548

Re: FAQ - Remove/hide faq fields

Hello,

Exactly what I needed ! You're a lifesaver.

Best regards,
JL
by jlamarche
10 Feb 2017, 19:28
Forum: Help
Topic: [SOLVED] FAQ - Remove/hide faq fields
Replies: 2
Views: 1548

[SOLVED] FAQ - Remove/hide faq fields

Hello everyone, As most of us here, I need your help for a very specific task : Hide or remove all fields except one in all faq articles. Basically, we need this because we would like to have only one field to complete on an article. We have have to do this because we currently have a FAQ, but it is...
by jlamarche
01 Sep 2016, 14:58
Forum: Help
Topic: Multiple customer_ID for one customer user
Replies: 5
Views: 2619

Re: Multiple customer_ID for one customer user

Has anyone been facing this issue before ? Any hint or idea on how to solve it ? To make it short : know, I can select multiple customer ID for one customer user, but since then I do not have the drop-down list on the CustomerID cell when I modify a customer user. It changed to a plain text field. B...
by jlamarche
01 Sep 2016, 14:52
Forum: Help
Topic: [Solved] No state for xxx found!
Replies: 5
Views: 5331

Re: No state for xxx found!

Hello, Thanks reneeb, I managed to solve this issue thanks to you. For others, if you get this error it may mean that inside Sysconfig → Ticket → Frontend::Agent::Dashboard you have to find "DashboardBackend###0270-TicketQueueOverview" and then change the names of the states to existing st...
by jlamarche
30 Aug 2016, 11:32
Forum: Help
Topic: [Solved] No state for xxx found!
Replies: 5
Views: 5331

Re: No state for xxx found!

Hello, Here are the states that we have for the types "open", "new" and "pending reminder": New Open Pending (complex task - level 2) Pending (waiting Editor) Pending (waiting GoProd) Pending (waiting Information) Pending (waiting Intervention) Pending (waiting Outsourc...
by jlamarche
30 Aug 2016, 11:26
Forum: Help
Topic: [Solved] SMTPTLS & Exchange 2010 - Authentication error after upgrading to 5.0.12
Replies: 4
Views: 3778

Re: SMTPTLS & Exchange 2010 - Authentication error after upgrading to 5.0.12

Hello, Thank you for your answer. For now that's what we did, we installed SMTP on the OTRS server and configured our domain to validate the external IP or the OTRS server as a correct SMTP server. It looks like it's working so far, even though some hotmail accounts do not accept the emails sent. Be...
by jlamarche
26 Aug 2016, 15:41
Forum: Help
Topic: Force time units in "Notes"
Replies: 4
Views: 1747

Re: Force time units in "Notes"

I figured that it would be easier to do this : 1. Follow this guide to make every "Time units" mandatory http://forums.otterhub.org/viewtopic.php?t=17915 2. Hide Time Units from ViewPending and ViewOwner on SysConfig > Ticket. But unfortunately I didn't find how to do what I want to do on ...
by jlamarche
26 Aug 2016, 14:37
Forum: Help
Topic: Force time units in "Notes"
Replies: 4
Views: 1747

Re: Force time units in "Notes"

Hello, Thank you for your fast answer. As far as I know, I think it should be somewhere inside the .pm file that manages the notes, and it should be under /Kernel/Output/HTML. Can you confirm this ? I tried to find it but couldn't. Do you, by any chance, know what file I should modify ? Best regards...
by jlamarche
26 Aug 2016, 11:29
Forum: Help
Topic: Force time units in "Notes"
Replies: 4
Views: 1747

Force time units in "Notes"

Hello,

I would like to force my users to enter the "Time units" cell only in "notes" windows.
I checked under SysConfig > Ticket > ViewNote, but havn't found anything.

Is it possible ?

Best regards,

Jordan
by jlamarche
25 Aug 2016, 17:48
Forum: Help
Topic: Multiple customer_ID for one customer user
Replies: 5
Views: 2619

Re: Multiple customer_ID for one customer user

Hello, Ok I found out that it was really easy : Just had to put everything on Kernel/Config.pm. But now unfortunately I do not have the drop-down list that we had previously when we selected the "CustomerID" cell inside "Customer Users". It is now a plain text entry. How to go ba...
by jlamarche
25 Aug 2016, 17:15
Forum: Help
Topic: Multiple customer_ID for one customer user
Replies: 5
Views: 2619

Re: [Solved] Multiple customer_ID for one customer user

Hello, Sorry to reopen the case, we've been trying to follow this guide as suggested: https://otrs.github.io/doc/manual/admin/stable/en/html/external-backends.html#multi-customer-ids-db We added the column into the database without any trouble, but I don't understand what's left to do next. I unders...
by jlamarche
24 Aug 2016, 11:48
Forum: Help
Topic: Multiple customer_ID for one customer user
Replies: 5
Views: 2619

Re: Multiple customer_ID for one customer user

Hello,

This is perfect ! Thank you for your very fast answer.

Have a good day.

Best regards,
JL
by jlamarche
24 Aug 2016, 11:31
Forum: Help
Topic: Multiple customer_ID for one customer user
Replies: 5
Views: 2619

Multiple customer_ID for one customer user

Hello,

Everything is in the title : is it possible in any way to allow access to a customer user to multiple customer id tickets ?

Best regards,
by jlamarche
23 Aug 2016, 13:48
Forum: Help
Topic: [Solved] Email too big => delete this email
Replies: 4
Views: 3112

Re: Email too big => delete this email

Hello,

Found it, thanks !
Didn't search in the "Ticket" module. :)

I will follow your advice and ask to limit the emails received by this account to the same amount that OTRS accepts.

Thanks again to you all !

Best regards,
JL
by jlamarche
23 Aug 2016, 12:30
Forum: Help
Topic: [Solved] Email too big => delete this email
Replies: 4
Views: 3112

Re: Email too big => delete this email

Hello,

Do you know where in SysConfig ? I searched but haven't found it yet.

Best regards,
JL
by jlamarche
23 Aug 2016, 12:27
Forum: Help
Topic: [Solved] No state for xxx found!
Replies: 5
Views: 5331

Re: No state for xxx found!

Hello,

Thank you for your answer.

Someone did, a long time ago in a galaxy far far away, unfortunately.
As far as I know he did correct this error on our previous version (3.2.9), but now we have it again and don't know so far how to solve it.

Best regards,
JL
by jlamarche
23 Aug 2016, 12:08
Forum: Help
Topic: [Solved] No state for xxx found!
Replies: 5
Views: 5331

[Solved] No state for xxx found!

Hello, Since we upgraded to 5.0.12, we have these recurrent errors : [Tue Aug 23 12:00:22 2016][Error][Kernel::System::State::StateLookup][589] No State for new found! [Tue Aug 23 12:00:22 2016][Error][Kernel::System::State::StateLookup][589] No State for open found! [Tue Aug 23 12:00:22 2016][Error...
by jlamarche
23 Aug 2016, 12:07
Forum: Help
Topic: [Solved] Email too big => delete this email
Replies: 4
Views: 3112

[Solved] Email too big => delete this email

Hello, Recently I've been having a nightmare with some customers that send very heavy files, which are ignored by OTRS with the following error (which is a good thing): Message: IMAPS: Can't fetch email 1 from xxx@xxx.com/xxx.xxx.com. Email too big (18240 KB - max 16384 KB)! Traceback (1555): Module...
by jlamarche
23 Aug 2016, 11:59
Forum: Help
Topic: [Solved] Reduce time between two email fetching (from 10 minutes to 3 minutes)
Replies: 6
Views: 2769

Re: Reduce time between two email fetching (from 10 minutes to 3 minutes)

Ok great, thank you all for your advices !

Case closed ! :)

Best regards,
JL
by jlamarche
23 Aug 2016, 11:48
Forum: Help
Topic: [Solved] Reduce time between two email fetching (from 10 minutes to 3 minutes)
Replies: 6
Views: 2769

Re: Reduce time between two email fetching (from 10 minutes to 3 minutes)

Hello,

Thank you for your answer.
I did found this module thanks to you : Daemon::SchedulerCronTaskManager::Task###MailAccountFetch

Should I change the value for "Schedule" from "*/10 * * * *" to "*/3 * * * *" ?

Best regards,
JL
by jlamarche
22 Aug 2016, 18:23
Forum: Help
Topic: [Solved] Reduce time between two email fetching (from 10 minutes to 3 minutes)
Replies: 6
Views: 2769

Re: Reduce time between two email fetching (from 10 minutes to 3 minutes)

Hello,

Sorry I didn't updated my profile.
We do have OTRS on 5.0.12
by jlamarche
22 Aug 2016, 15:50
Forum: Help
Topic: [Solved] Reduce time between two email fetching (from 10 minutes to 3 minutes)
Replies: 6
Views: 2769

[Solved] Reduce time between two email fetching (from 10 minutes to 3 minutes)

Hello everyone,

I would like to reduce the time the daemon waits before fetching the new emails from 10 minutes to 3 minutes.
Is there any way to do this from the sysconfig module ?

If not, how do I achieve this ?

Best regards,
JL
by jlamarche
22 Aug 2016, 10:37
Forum: Help
Topic: [Solved] More tickets showed on dashboard
Replies: 6
Views: 2780

Re: [Solved] More tickets showed on dashboard

Hello,

Okay that explains why ! I was being dumb and just put it under Custom/ instead of Custom/Kernel/System/.

It works perfectly, thank you very much !

Best regards,
JL
by jlamarche
19 Aug 2016, 18:21
Forum: Help
Topic: [Solved] More tickets showed on dashboard
Replies: 6
Views: 2780

Re: More tickets showed on dashboard

Modifying the source perl scripts did the trick, anyway.

Thank you for your support, it pointed me to the right direction !

Best regards,
JL
by jlamarche
19 Aug 2016, 18:18
Forum: Help
Topic: [Solved] More tickets showed on dashboard
Replies: 6
Views: 2780

Re: More tickets showed on dashboard

Hello, I found the scripts, copied them under Custom/, changed them and then restarted the web services but everything looks the same. I still do not have the possibility to select more than 25 tickets. The perl scripts I modified are CustomerUserList.pm, TicketGeneric.pm and UserOnline.pm. I change...
by jlamarche
19 Aug 2016, 16:42
Forum: Help
Topic: [Solved] More tickets showed on dashboard
Replies: 6
Views: 2780

Re: More tickets showed on dashboard

Hello,

Thank you for your fast answer.
Could you tell me what perl file I should modify ?
By "place them under Custom/", do you mean I have to move the modified perl script to this location ?

Best regards,

Jordan
by jlamarche
19 Aug 2016, 13:02
Forum: Help
Topic: [Solved] SMTPTLS & Exchange 2010 - Authentication error after upgrading to 5.0.12
Replies: 4
Views: 3778

Re: SMTPTLS & Exchange 2010 - Authentication error after upgrading to 5.0.12

So, apparently it could be related to "SMTP relay" on the exchange server not allowed.
Could anyone confirm this ? Does OTRS needs this setting ?

We have an exchange server hosted by OVH and are not able to modify this setting. Does anyone know how to solve this issue ?

Best regards,

JL
by jlamarche
19 Aug 2016, 12:58
Forum: Help
Topic: [Solved] More tickets showed on dashboard
Replies: 6
Views: 2780

[Solved] More tickets showed on dashboard

Hello,

In an older version (3.2.9) we have been able to let user show more than 25 on panels of the dashboard by modifying some perl scripts that are currently in the newest version.
How can we do that it 5.0.12 ?

Best regards,

JL
by jlamarche
19 Aug 2016, 12:55
Forum: Help
Topic: Running OTRS 3.1.10 - Windows. How to upgrade to latest Linux version?
Replies: 3
Views: 1617

Re: Running OTRS 3.1.10 - Windows. How to upgrade to latest Linux version?

Hello, I've been struggling with this need to migrate from Windows to Linux and from and old version (3.2.9) to the newest one (5.0.12). Basically what you will need to do is this : https://otrs.github.io/doc/manual/admin/4.0/en/html/installation-on-windows.html#migrating-otrs-from-windows-to-linux ...
by jlamarche
17 Aug 2016, 16:50
Forum: Help
Topic: [Solved] SMTPTLS & Exchange 2010 - Authentication error after upgrading to 5.0.12
Replies: 4
Views: 3778

Re: SMTPTLS - Authentication error after upgrading to 5.0.12

Hello, I would like to provide more information on my issue : - the exact same settings are indeed working on the previous version (3.2.9), - the port 587 is opened and working for other applications, - I tried changing the password, still "authentication unsuccessful". I think I'm doing s...
by jlamarche
17 Aug 2016, 11:27
Forum: Help
Topic: [Solved] SMTPTLS & Exchange 2010 - Authentication error after upgrading to 5.0.12
Replies: 4
Views: 3778

[Solved] SMTPTLS & Exchange 2010 - Authentication error after upgrading to 5.0.12

Hello everyone, We recently upgraded from 3.2.9 (On windows) to 5.0.12 (On Linux, thank god). Everything is working fine, we are able to collect the new tickets, recovered everything we had on the previous versions including all the settings. And because there is always a "but" : We are no...
by jlamarche
24 May 2016, 14:48
Forum: Help
Topic: [Solved] Migration from OTRS 3.2.9 Windows to Linux
Replies: 10
Views: 4541

Re: Migration from OTRS 3.2.9 Windows to Linux

You're all GENIUSES, guys ! First I did as jojo told me and I got my custom fields back. Then to prevent the error from ArticleStorageFS I just removed the line calling it from ZZZAuto.pm, just as wurzel said. Now I have everything working, I can access the index.pl URL. I can now process to upgrade...
by jlamarche
24 May 2016, 12:43
Forum: Help
Topic: [Solved] Migration from OTRS 3.2.9 Windows to Linux
Replies: 10
Views: 4541

Re: Migration from OTRS 3.2.9 Windows to Linux

Hello,

As far as I know, in CentOS 7 it is now "apache", but I'll give it a try to see if it is better and will keep you updated.

Thanks.
by jlamarche
24 May 2016, 11:58
Forum: Help
Topic: [Solved] Migration from OTRS 3.2.9 Windows to Linux
Replies: 10
Views: 4541

Re: Migration from OTRS 3.2.9 Windows to Linux

For testing purposes, I tried to do a chmod 777 on all /opt/otrs, but I still have the permission denied error ... Am I doing something wrong ?

Best regards,

Jordan
by jlamarche
23 May 2016, 19:21
Forum: Help
Topic: [Solved] Migration from OTRS 3.2.9 Windows to Linux
Replies: 10
Views: 4541

Re: Migration from OTRS 3.2.9 Windows to Linux

Hello there, I did all this but now I face a strange issue. I have a message "Internal Server Error". Inside the Apache error_log file, this is what I see everytime I try to open http://server/otrs/index.pl : [Mon May 23 19:15:43.741695 2016] [:error] [pid 3301] mkdir /opt/otrs/var/article...
by jlamarche
19 May 2016, 16:31
Forum: Help
Topic: [Solved] Migration from OTRS 3.2.9 Windows to Linux
Replies: 10
Views: 4541

Re: Migration from OTRS 3.2.9 Windows to Linux

To be honest I don't know. The previous administrator did it. I just know that they are available on "notes" and I can see them on the database.
by jlamarche
19 May 2016, 16:17
Forum: Help
Topic: [Solved] Migration from OTRS 3.2.9 Windows to Linux
Replies: 10
Views: 4541

Re: Migration from OTRS 3.2.9 Windows to Linux

Hello, Thank you for your fast reply, jojo. It is indeed mysql (mariadb). So I shouldn't need CloneDB ? If so, do I only need to copy the database and the following files ? C:/otrs/OTRS/Kernel/Config/GenericAgent.pm C:/otrs/OTRS/Kernel/Config/Files/ZZZAuto.pm C:/otrs/OTRS/var/article/* C:/otrs/OTRS/...
by jlamarche
19 May 2016, 15:40
Forum: Help
Topic: [Solved] Migration from OTRS 3.2.9 Windows to Linux
Replies: 10
Views: 4541

[Solved] Migration from OTRS 3.2.9 Windows to Linux

Hello everyone, Once upon a time, one of my boss came to me and said : "Hey, I found out there's a new version for OTRS that is more beautiful than the current one ! Let's migrate to the newest version of OTRS ! That should be easy. This is YOUR responsibility now. :D " "Err ... The g...
by jlamarche
05 Dec 2013, 12:16
Forum: Help
Topic: [SOLVED] Apache keeps crashing
Replies: 5
Views: 15249

Re: Apache keeps crashing

Hello, That worked ! Here is what we did to make it work : First of all, you must make a save of your database. Never forget it ! Then just uninstall OTRS 3.2.5, reboot the server, and install 3.2.9. Before recovering your save file of the database, reinstall all the packages in the OTRS PackageMana...
by jlamarche
03 Dec 2013, 15:37
Forum: Help
Topic: [SOLVED] Apache keeps crashing
Replies: 5
Views: 15249

Re: Apache keeps crashing

Hello everyone, First of all, sorry for the late answer. We haven't got much time lately ! btw, in *theory*, you could possibly "install" OTRS on another machine and overwrite the apache and perl folders on your production server (after backing them up, of course) then restart apache. Neit...
by jlamarche
22 Nov 2013, 14:26
Forum: Help
Topic: [SOLVED] Apache keeps crashing
Replies: 5
Views: 15249

Re: Apache keeps crashing

Hello,

Thank you for your fast answer, I will give it a try !

Best Regards,

JL
by jlamarche
22 Nov 2013, 11:59
Forum: Help
Topic: [SOLVED] Apache keeps crashing
Replies: 5
Views: 15249

[SOLVED] Apache keeps crashing

Hello everyone, Not so long ago, I entered a company which has OTRS 3.2.5, and the following packages : FAQ, GeneralCatalog, ImportExport, ITSMChangeManagement, ITSMConfigurationManagement, ITSMCore, ITSMIncidentProblemManagement and Support . It's working on a Windows Server 2008 R2, with MySQL and...