Znuny and ((OTRS)) Community Edition

andy17d

Hello,

how to set a default agent preferences for new agent e.g. Overview Refresh Time, Ticket notifications etc?

Every time I create an agent, I have to manually set the agent's profile. It's a bit tiring.

Regards.

andy17d

I added the following line to the Core.Default.Css file, but unfortunately it doesn't work :( .Flag span.PriorityID-0 { background-color:#03c4f0; } P.S.: You should update your system if it's really a 4 We are in the process of upgrading to version 6 so the days of version 4 are now numbered :) EDIT...

andy17d

Hello,

I created a new priority (apart from the 5 built-in ones) and the question here is how can I set its color?

Best regards.
Andy

andy17d

Super, it works. You are great!
Thank you very much.
Regards.

andy17d

Hello. I need to set up filtering of mail with tickets so that emails with a specific keyword in the subject are directed to a specific queue. Let's say the keyword is "AGE". Therefore, topics should be caught, e.g. [AGE] example subject, AGE - example subject, subject AGE xxxxx, etc. Howe...

andy17d

jojo wrote: ↑22 Feb 2021, 14:00 Check the setting Ticket::Watcher.

Thank you. That is what I need

andy17d

Is it possible to run the functionality of watched / monitored / favorite tickes in OTRS?

It is about situations when, for example, a manager wants to monitor important tickets operated by his employees.

andy17d

Any errors/messages in the support data collector (admin area)? Are other pages working fine? Do you have a lot of escalated tickets? Honestly, I've never used a data collector. I'll check it. Other pages works fine - only queue view are very slow. Escalation is enabled. There are many ticket that ...

andy17d

Following your advice, I made next upgrade to version 6.0.26.
I also optimized mysql tables.
Unfortunately, it gets even worse

Loading my largest queue view takes accordingly:
ver. 4 - 9 sec, ver. 5 - 22 sec, ver. 6 - 40 sec.

andy17d

I've made an OTRS system update from 4.0.19 to 5.0.41
There are no errors in the system logs, but unfortunately the queue preview (AgentTicketQueue) is now much slower.
The longest queue loading time on version 4 is 9s. and on version 5 it is 22s.
Why such a significant drop in performance?

andy17d

Problem solved. I was testing on a virtual machine, so I reverted the machine to previous state and tried updating to 5.0.41 and it was fine. I think the problem was caused by missing libraries, which my opensuse version just doesn't have. #5.0.42 2020-03-27 - 2020-03-23 Mask user credentials in the...

andy17d

Can you run the CheckModules script? Of course. /opt/otrs/bin/otrs.CheckModules.pl o Apache::DBI......................ok (v1.12) o Apache2::Reload..................ok (v0.13) o Archive::Tar.....................ok (v1.82) o Archive::Zip.....................ok (v1.30) o Crypt::Eksblowfish::Bcrypt.......

andy17d

https://ftp.otrs.org/pub/otrs/doc/doc-a ... n_book.pdf

Chapter: 5. Upgrading OTRS from 4 to 5

andy17d

Hey, I'm in the process of updating OTRS from 4.0.19 to 5.0.42. Unfortunately, there is a problem in step 6.1: Database schema update. The command: bin/otrs.Console.pl Maint::Database::Check returns an error: Eval went very, very wrong: # localizing: Crypt::Random::Source::Factory::has_weak_source, ...

andy17d

it might be possible to use CustomerUserPostMasterSearchFields => ['mail'], in Config.pm and add your second mail attribute there. It is worth a try. Maybe the software will then use one only? Hello I already have this entry: CustomerUserPostMasterSearchFields => ['mail', 'mailAlternateAddress'], T...

andy17d

skullz wrote: ↑15 Jan 2021, 19:50 Check system configuration for Ticket::Frontend::ComposeReplaceSenderAddress

It does work nicely in the agent interface. Thanks to it, the answer goes only to the real address, not to the alias.

However, unfortunately, this option does not help with automatic replies

andy17d

you should use valid mail addresses only there is a sysconfig option, which disables the "automatic cc adding" I do not know the setting (no access to my otrs right now) but it is searchable My users use normal URLs as well as aliases and there's nothing I can do about it. They must be ab...

andy17d

Hello. In our company, users use two types of email addresses. Real email (user@example.com) and alias (firstname.lastname@example.com).' Customers are synchronized from the LDAP database. When I send an ticket from real email ie. user@example.com, everything is fine and I get 1 notification from th...

andy17d

Is it possible to pre-assign preferences for newly created agents?
For example: Send new ticket notifications if subscribed to, Send ticket move notifications etc.
Every time I set it manually and it is tiring.

andy17d

christianclavet wrote: ↑27 Aug 2018, 21:27 Seem that you can't directly as you said the developers fixed the limit to 60 days. You could use 3 or 4 month instead (90-120 days)?

Christianclavet - you are great.
A simple solution, and what effective. I did not think about it

andy17d

How to delete tickets older than 100 days?
I tried to use a general agent but there is a possibility to select the range only up to 60 days in advance.

andy17d

Is it possible to filter tickets created in CustomerTicketOverview?
For example, all tickets containing the tag "AAA" would be directed to queue "A".

andy17d

Thank you very much for your help! It seems to be good.

andy17d

I'm trying to set up a filter tickets that contains the words xxx or yyy but not zzz.

I set the field body Look for value: .*(xxx|yyy).*
and body - negation - Look for value: .*(zzz).*

Unfortunately, it does not work, because the second body condition disappears.

andy17d

You asked initially about a notification. My mistake, you're right. I meant the ticket type but I actually wrote the notification type. Of course, it should be the ticket type. There isn't TicketMove event in the generic agent. Instead, I have TicketQueueUpadte. I guess that's what this is all about.

andy17d

Unfortunately I still do not understand

How does the notification set ticket type?

I have a agent's notification when I move a ticket to this queue but it only sends mail and does not set ticket type.

andy17d

Could you write more about using notifications for this purpose?

I haven't seen the option of setting ticket type in the notifications configuration.

andy17d

Hello.

Is it possible to automatically set a notification type after moving to a particular queue?
For example, all tickets moved to the "First" queue should have an "Incident" type.

andy17d

I modified the section:

Code: Select all

CustomerUserSearchFields => ['sn','cn', 'mail'],
            CustomerUserSearchPrefix => '*',
            CustomerUserSearchSuffix => '*',

I've set CustomerUserSearchPrefix => '' to not search at the beginning.

Now everything is fine.

andy17d

Of course, I contacted the LDAP server administrator who said that I need to modify the filter in the LDAP query.

andy17d

Hello. After updating the LDAP server, automatic completion of the user name in the field Customer user (AgentTicketPhone) has stop work. There is an entry in the system log: You do not have sufficient privileges to perform an unindexed search How to fix it? Are there any configuration options for L...

andy17d

5.0.14 5 => Major version 0 => Minor version 14 => Patchlevel Ok, this explanation is understandable, however, in the OTRS Dashboard / Product News I have the following entries: OTRS 5.0.14 is available! Please update now. (Release Note - Level: Patch) OTRS 5.0.13 is available! Please update now. (...

andy17d

What are the differences in the levels of upadtes: minor or patch?

For example, version 5.0.14 is designated patch level but version 5.0.13 as a minor level.

andy17d

I want upgrade my otrs 3.3 to version 4.
I have a question, if I can do the upgrade from version 3.3.16 to the latest 4.0.19?
Maybe it is safer to upgrade to some older - for example 4.0.1?

andy17d

I've modified files which relate to a agent and not a customer. /opt/otrs/var/httpd/htdocs/skins/Agent/default/css/Core.Table.css /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketOverviewSmall.dtl File - ticket number generator: /opt/otrs/Kernel/System/Ticket/Number/date.pm # my $Tn = $Year . $Month...

andy17d

Have you solved this problem?

andy17d

After the update otrs from 3.2.17 to 3.3.16 in var / log files began to appear SchedulerOUT_xxx.log and SchedulerERR_xxx.log owned by wwwrun instead otrs.

This causes problems with the backup because the user otrs has no right to copy these files.

Can it be solved except deleting those files?

andy17d

After the update otrs from 3.2.17 to 3.3.16 to configuration a cron it added the following entry 10 0 * * * $ HOME / bin / otrs.cleanup >> / dev / null The problem is that there is no such script. It is for this script with a similar name otrs.CleanUp.pl . Is this the same script and just change the...

andy17d

I would like to change the format of the subject of notification from [Ticket#2011092210000028] You have information about the ticket! (abc)" to "[2011092210000028] You have information about the ticket! (abc)" ie I would like to remove the word "ticket" from the subject. Ho...

andy17d

Indeed, the problem was with the rights to /etc/my.cnf file and directory / etc / mysql.
Otrs user didn't have right to read them.
I gave it to him right now and everything works. I just wonder how it could previously operate properly for 3 years.
Thank you very much for your help.

andy17d

I did attempt follows:
I logged into the server as root.

First test:
/backup.pl -d /backup - ok
Second test:
sudo -u otrs backup.pl -d /backup - crashes after copying about 7 GB

andy17d

There is only one file my.cnf in the system - /etc/my.cnf

andy17d

I even modified the script backup.pl from: "-f $ $ DBDump Directory / DatabaseBackup.sql -h $ DatabaseHost U $ DatabaseUser $ Database" for: "-f $ $ DBDump Directory / DatabaseBackup.sql -h $ DatabaseHost U $ DatabaseUser $ Database --max_allowed_packet=2G" But it does not work.

andy17d

The problem generally applies to backup performed automatically by the cron. To date, the following tests done (as root): - Dump the database with the command mysqldump - is working properly - Backup of the database using a script backup.pl manually activated - also works properly. But when I run th...

andy17d

Does this mean that after using the -r option 30 backups older than 30 days will be automatically deleted?

andy17d

In the my.cnf file: max_allowed_packet = 2G but "SHOW VARIABLES" query say that: max_allowed_packet = 1073741824 There are 372516 rows in the article_attachment table. The problems begin with the rows no 356140 Dump MySQL rdbms ... mysqldump: Error 2020: Got packet bigger than ' max_allowe...

andy17d

jojo wrote:http://dev.mysql.com/doc/

Why did you give me a link to the manual for mysql?

andy17d

jojo wrote:max_allowed package is not the size of the dump. Please consult the mysql manual or your Databaseadministrator

But what should I consult? I am the administrator of the MySQL server.

andy17d

Hello. For some time during the backup OTRS database get the message: Backup /backup/2016-10-14_02-00/Config.tar.gz ... done Backup /backup/2016-10-14_02-00/Application.tar.gz ... done Dump MySQL rdbms ... mysqldump: Error 2020: Got packet bigger than 'max_allowed_packet' bytes when dumping table `a...

andy17d

After updates from version 3.2.17 to 3.3.15 I have problem with a preview of ticketing in the customer panel. When I click on any ticket on the list, I get the message: Error: Need TicketID! ERROR: OTRS-CGI-10 Perl: 5.16.2 OS: linux Time: Fri Jun 24 14:36:49 2016 Message: Need TicketID! RemoteAddres...

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