Znuny and ((OTRS)) Community Edition

I tried moving the server back into the LAN, but that did not resolve the issue, nor did changing the host name of the server. I configured postfix on my OTRS server to relay to our internal mail server and set the SMTP server in OTRS to "localhost". E-mail now gets delivered instantly and...

Why should I switch to sendmail? We had lots of problems with sendmail before and I'd like to keep using our internal mail server. I need to figure out where this delay is coming from. Do you have any suggestions? I tried turning on debugging for the SMTP module, but in the apache log, it just shows...

Hi Guys, I recently rebuilt our OTRS server, moved it to the DMZ and restored the Application and DB onto the new server. Since then, creating tickets got a lot slower. For example: Tickets that are being created using the customer portal now take exactly 19 seconds each to create. Creating a ticket...

Hi, When creating a phone ticket, the values of Ticket Type are being updated by the Queue you selected. This is being done using an ACL and a little hack I had to implement. (See my other post: http://forums.otterhub.org/viewtopic.php?f=62&t=23561) Now, I'd like to update the values of a multis...

Excellent! Nice job.

Excellent! I didn't have the file /etc/httpd/conf.d/zzzzz_restrict_access.conf on my CentOS installation, but I did have /etc/httpd/conf.d/zzz_otrs.conf. Putting this at the end of the file works! <Location /otrs/index.pl> Order Deny,Allow Deny from all Allow from 127 Allow from 192.168.0.0/24 </loc...

Our OTRS installation is accessible publicly. I'd like to restrict the agent web interface (index.pl) based on IP-address, so only our internal LAN can access the page, while the customers.pl page stays available to the public. I have done this for another application that we use by adding this to h...

Hi Crythias, According to https://github.com/OTRS/otrs/blob/master/Kernel/System/Ticket.pm It is possible to get extended attributes using TicketGet. To get extended ticket attributes, use param Extended: my %Ticket = $TicketObject->TicketGet( TicketID => 123, UserID => 123, Extended => 1, ); Additi...

Hi, I have the same problem with OTRS behind an NGINX reverse proxy. OTRS works fine in my local network but not in external... are there a special config to do it works ? Where exactly ? NGINX conf or OTRS conf ? Can you give me an example ? many thanks Regis, did you ever figure this out? I'm try...

Hello OTRS friends, I'm trying to implement an SLA for a customer and would like to automatically send them a report that informs them about the different response times of the ticket, so they know if we respected the SLA (or not). Is it possible to use FirstResponse and SolutionTime (which are avai...

Ok, I managed to solve my own problem. Add to sub Run : # BITOS - Get Customer User Full Name my $Bitos_CustomerUser = $Self->{CustomerUserObject}->CustomerName( UserLogin => $Ticket{CustomerUserID}, ); # show ticket $Output .= $Self->_HTMLMask( TicketID => $Self->{TicketID}, QueueID => $QueueID, Ar...

Hello OTRS friends, I'm trying to adapt the AgentTicketPrint module (\opt\otrs\Kernel\Modules\AgentTicketPrint.pm) to make it fit our needs a bit more. (I'm talking about the Print option in the Ticket Zoom screen) The original AgentTicketPrint module does show the customer info, but it takes up too...

I checked out your github post and saw a code change that wasn't mentioned in your post here. }, @DynamicFieldAJAX, @TemplateAJAX, + @ExtendedData, ], I Added this to my own AgentTicketPhone.pm page as well and guess what... IT WORKS ! Thank you very much for your time and effort, kind sir!

You're right. Your code does work.
I deleted the ACL I created and now I'm not getting an error anymore.

However, When I recreate the ACL, the Ticket Type that I want to filter out, still appears in the list.

After doing what you said that could work, I got an internal server error. My apache error log reads the following: Global symbol "@ExtendedData" requires explicit package name at /opt/otrs//Kernel/Modules/AgentTicketPhone.pm line 1637.\nCompilation failed in require at /opt/otrs/Kernel/cp...

Ok great! I'll give that a try! Thanks!!

Hi reneeb, Thanks for the info! I'm not a programmer really, so it's going to take a lot of trial and error before i figure out how to change those frontend modules. :) I don't have any experience with github yet, but if I ever manage to figure out how to refresh the ticket type, i'll try to submit ...

Oh, Really? When I change the queue, I do see a little loading icon next to the type dropdown list as well as next to service, SLA and owner. In Kernel\Output\HTML\Standard\AgentTicketPhone.dtl, I also found the following code. My guess is that TypeID relates to the type field? <label class="Ma...

Hi, Thanks for your response! However, I'm really not looking for a way of filtering the services, as I already managed to do that. I want certain ticket types not to show when specific queues are selected. Tried the following code after your example, but that doesn't work: $Self->{TicketAcl}->{'ACL...

Hello, I'm trying to set up an ACL using OTRS' 3.3.3 GUI, that will filter the ticket types based on the Queue that has been selected. I'm guessing that this should be super easy to establish, but I can't for the life of me get it to work. Access Control Lists (ACL) - Admin - OTRS.jpg I have been ab...

Hello OTRS friends, First of all, I know there is a settings button in the upper right hand corner of the dashboards. This is not what I'm looking for. Adding columns to the "visible columns" section and ordering them there doesn't work for some reason. 2014-01-08 15_23_30-Ticket -_ Fronte...

For those who stumbled upon this thread with similar issues, I ended up using SendMail instead of SMTP and that seems to work. Except for hotmail addresses - but I don't have/want customers with those. :lol: UPDATE After being forced to revisit this problem a year later, I figured out how to solve t...

Hi, Thanks for your reply, but that's not it.

I've set that to TicketZoom, but it looks like OTRS goes back to the previous screen before changing the ticket state in the note.
(For example, Sometimes it sends me back to index.pl?Action=AgentTicketStatusView)

Hello OTRS friends, Quick question that I can't seem to find the anwser to by googling it or going through the documentation. After you close a ticket (successfully) throug a note, OTRS automatically opens the "New Phone Ticket" view. Is there a way to quickly change this default action? I...

Ok, I'll have a look at your tutorials.
Thanks for writing them up and sending me those links!

Hi crythias, thanks again for your reply. I got it to work by defining my DB properties in the sub routine like: # ask database my $host = "localhost"; my $driver = "mysql"; my $database = "mydbname"; my $dsn = "DBI:$driver:database=$database:host=$host"; my $...

Hi crythias, I tried taking your suggestions into account, but i'm still not able to get this simple thing to work. Would you (or someone else) mind pointing me into the right direction? I'm starting to lose valueable time here. :( sub GetBitosPrijzenLijst { my ( $Self, %Param ) = @_; # create SQL q...

Of course. I forgot to check the apache log.
I guess I'll have to kind of convert the value?

The browser just gives the generic 500 Internal server error, which doesn't explain much. I don't know where I should look for a more specific error? Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server ...

I'm trying to do some custom coding in my OTRS installation, which is going pretty well so far. Especially in regards to my zero-knowledge-level of perl. However, I've been trying to get the following code to work for a couple of hours now, but I seem to be stuck and am out of ideas. The Sub GetPric...

I would like to inform our customers when the pending date on a ticket is changed, so they know when to expect a solution. I created an Event Notification on TicketPendingTimeUpdate but I would like to include the actual pending date it is set to, in the same manner as you would for example include ...

Auto Replies are created as a bounce with no SMTP FROM. Your Mailserver does not comply the SMTP rules... Hi jojo, thanks for your input. However, I'm not sure on how I should proceed now as I'm not very familiar with mail server configurations. Is there anything in OTRS that I can change so the au...

I have changed the SMTP server from our internal server to the outbound email server of our internet provider, but I'm still experiencing the same problem. Email tickets get delivered, auto-replies from phone tickets do not. Moreover, they don't even get sent out to the mail server of our ISP. When ...

Hello, I am trying to set up the auto-responses so they get emailed to the customer after I create a new phone ticket or when a new ticket comes in through the postmaster fetch mailbox. As I understand it, it should be pretty straightforward to set up using Auto responses <-> queues. I'm pretty sure...