Znuny Open Source Ticketsystem

ThomasPL10

Yeah I've already spot this article earlier. I've tried with that setting but still I was able to repro the issue. I've also tried with GMAIL SMTP Gateway to take the Exchange out of the picture but still the issue pops out from time to time during the day.

ThomasPL10

Helo all I'm facing the following issue with my debian/apache hosted OTRS. For random sent e-mail (roughly 10 per day, with hundrends of e-mail sent every day) the user is prompted with 'Impossible to send message to:...' error. The e-mail itself still appears on the list of articles within the tick...

ThomasPL10

Up. I'd appreciate all the help.

ThomasPL10

Hello I'm looking for better understanding how OTRS recognize particular e-mail threads to attach an e-mail as new article to existing ticket instead of creating new ticket. Is it only ticket number prefix at the beginning of e-mail subject or there are some other things which help to achive that? T...

ThomasPL10

Hello all I'm planning migrate all attachments from DB to FS in my OTRS 5. I found the information that "Your web server should run under the 'otrs' user." . My Apache web server runs under www-data user. I did some testing in my lab and after storage switch the migrated attachments are st...

ThomasPL10

Hello all In my OTRS system I keep tickets from the very begining. Currently I have an issue with lack of free disk space on the VM. As it is not so easy to extend the disk space of the VM over and over I'm looking for a way of keeping the disk usage on the certain level. I decided to delete tickets...

ThomasPL10

I also noticed that one of the /opt/otrs/bin/cgi -k start processes (PID 7382) consumes 919 MB of SWAP (I understand that amount of RAm might be not enoguht) however all other /opt/otrs/bin/cgi -k start does not consumes so big amount of space. PID USER PR NI VIRT RES SHR S %CPU %MEM SWAP TIME+ COMM...

ThomasPL10

Thanks for the reply Jojo. Forgot to update my profile info. it is for OTRS 5. The thing is that there are plenty of these processes especially when the server is in peak time of business hours. I'm going to upgrade amount of RAM for the server however I'm affraid that there is some loop which will ...

ThomasPL10

Hello all I started to have some issues with my OTRS environment. Form time to time I can notice multiple /opt/otrs/bin/cgi -k start processes owned by www-daya which fills up my RAM and SWAP partition causing server outage. I cannot find /opt/otrs/bin/cgi on the server. Did you ever see something s...

ThomasPL10

Hello all

Is there some manual which says how to upgrade the Debian OS with OTRS deployed there.
Or rather regular manual should be followed?

Btw. Is there any other way to get latest perl version without Debian upgrade?

ThomasPL10

Hello all Last time I was troubleshooting high CPU usage of the OTRS server which sometimes leads to server outage (Debian Wheezy). I noticed hanging process otrs.Daemon.pl When I ran "strace -p <PID>" on the server it constantly returns as fast as the screen can scroll: nanosleep({0, 1000...

ThomasPL10

Hello all I'm looking for a solution to hide a "Priority" field in Customer portal once customer tries to reply in a ticket. is it somehow possible to disable this field only when user is replying to a ticket. The field still should be enabled when user is creating new ticket. Thank you in...

ThomasPL10

Hello all Can you please let me know whether regular expresisons are supported in any way in OTRS 5? Let's assume I would like to move ticket to new queue if dynamic field's value is Test1 or Test2. I tried with regexp like this: Test1|Test2 but without success. Maybe some of you has some other thou...

ThomasPL10

Hey
Thanks for initial hints.
Instead of using attachements from article I would be more interested in utilizing some pre-defined attachement for every event based notification.

ThomasPL10

Hello

I'm wondering last time whether it's possible to attach some file to automatic "event notification". Can you please let me know whether it is possible.

Thank you in advance.

ThomasPL10

Hello all I'm wondering lastly how OTRS recognizes the follow up e-mails. I know that it can base on the ticket number in the Subject of the message. However for below scenario I can see follow up for e-mails without ticket number in the subject. 1. I sent out the e-mail to multiple recepients. One ...

ThomasPL10

Hello all

Any luck to get some hint on this?

Thank you.

ThomasPL10

Hello all In my OTRS 5 environment I've got such an issue. I need to implement ticket notification, in the notification body there are japanese signs. I can paste the japanese letters into the "Text" window but when I click on "Submit" the japanese/asian signs (and only them) cha...

ThomasPL10

Hello all In my OTRS 5 environment I've got such an issue. I need to implement ticket notification, in the notification body there are japanese signs. I can paste the japanese letters into the "Text" window but when I click on "Submit" the japanese/asian signs (and only them) cha...

ThomasPL10

Hello all When I tried to login to my OTRS 5 it returned the "Too many connections" error. Untitled.png So I ran "top" command on my Debian and I saw that there is many many processes named "/opt/otrs/bin/cgi -k start" consuming the CPU. www-data 30522 2283 0 11:04 ? 00...

ThomasPL10

Oh. I was not aware of simple upgrade option. That's good to know for future. Thank you for this info.

ThomasPL10

I had to uninstall the FAQ package after upgrade from OTRS 3.3.9 to OTRS 5 according to information that current version of FAQ package is not compatible with OTRS 5. However here is how I resolved this case. 1. Took ONLY DATA dump (no structure) of faq module tables from SQL DB(tables with faq_...)...

ThomasPL10

Hello all

Curently I'm preparing for migration of my OTRS from version 3.3.9 to the OTRS 5.

However after upgrade I will have to reinstall FAQ package and it will clear my all FAQ articles. Is there some friedly way to export/import the FAQ articles?

Thank you in advance for any hints.

Thomas

ThomasPL10

Hi Flo

What do you mean by "not the way you like"?

ThomasPL10

Hi all

Any thoughts? I belive I can make main services available and it would be enough however it's not a optimal solution for this scenario.

ThomasPL10

Hello all I'm looking for some tips and guidance from you OTRS masters :) When I'm creating statistics template I cannot see all valid services on the list when choosing attribute for X-axis. Let me explain it to you. I have configured services in such way: Service 1 Service 1::Sub-Service 1.1 Servi...

ThomasPL10

Hello all

I was wondering is there any way to implement such a logic. I have couple tickets linked as a "child" to a parent ticket. When I close the parent ticket I would like to make OTRS closes all child tickets too. Is it possible somehow?

Thank you in advance for any response.

ThomasPL10

Just a kick up.

ThomasPL10

Hello all

What I am trying to do it to expand search filters within "Link" popup window. I would like to add additional filter with queues list. I tried to find some settings in SysConfig however I haven't found any.

Thank you in advance for any tips.

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ThomasPL10

The issue was with the cache I belive. After the night the queue is visible.

ThomasPL10

I have checked ACL any of them does not limit queues within Customer interface. I belive that when Customer<->Group is disabled then basically customer is part of all groups. However when I enabled Customer<->Group relation and added particular group to the list there were not the queue on the list ...

ThomasPL10

Hello I've created new queue and I want to make this queue visible in Customer interface. Relation Customer <-> Group is disabled. I added my new queue in CustomerPanelOwnSelection . However the queue is still invisible in Customer interface. Maybe some of you has some thoughts what else I should ch...

ThomasPL10

Hello

Is it possible to define Service of a ticket using Bulk action? I do not see appropriate setting in SysConfig? Maybe I missed something.

ThomasPL10

Hello

I'm sending event notifications using <OTRS_CUSTOMER_BODY[999]>
However when in the Customer message body is some picture or graphic then it doesn't appear in the e-mail event notification.
Is it possible to also put the pictures into e-mail event notification?

Thank you in advance

ThomasPL10

Just a kick off

ThomasPL10

Hello all Can you tell me is there some limitations for e-mail adresses of recipients for event notification? Let me share with you my example. As sender address I'm using servicedesk@mydomain.com I would like to send notification to dedicated e-mail address when priority of the ticket is changing. ...

ThomasPL10

Thank you reneeb! It will probably fit my needs.

ThomasPL10

If you would like to give me some details on this "automatic event module" I'd appriciate it. I have OTRS 5 in my lab environment. I'd love to test it.

ThomasPL10

Hello jojo thank you for the quick reply.

The thing is that I need to do this for e-mail tickets and make the whole process automatic. I know that I can put the value to dynamic field via postmaster filter however using the filter I don't know how to get info from AD.

ThomasPL10

Hello I'm trying to set value of Dynamic Field based on some information from AD. For purposes of this case I would like to create some custom script which will connect to AD collect required information and put some predefined value into Dynamic Field. The problem is that I cannot find any cell in ...

ThomasPL10

Hello all I'm trying to create a custom report to find out which agents take "waiting" tickets by themselfes and who of them are just waiting untill some other agent assign them to it. I was trying to use SQL query for table "ticket_history". Records with type_id 23 are resposibl...

ThomasPL10

Any comments from OTRS "guru" would be very valuable

ThomasPL10

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ThomasPL10

I understand the concept. Let me explain my problem in the other way. I want to have sub queues and I will leave it like this. The problem is that when I create a new ticket I alwas have to click on "KUA" and after this I can select one of the final child queue. I would like to avoid this ...

ThomasPL10

Hello

Some time ago I upgraded my OTRS to version 5.
Is it possible to "ungroup" all queues on the list permanently? It would be more comfortable to use for me.

otrsproblem.png

ThomasPL10

Thank you very much. That was it!

SOLVED

ThomasPL10

Hello everyone. When I generate stats for particular queue in my OTRS 3.3.9 I receive a CSV file with list of 200 tickets. But when I run "Search" fir the same queue I receive list of 220 tickets. These 20 tickets are tickets with no "Service" assigned. However I'd like to have t...

ThomasPL10

Hello all I have an issue with unwanted attachment in automatic mail notifications for Customers. The attachemtn is named File-2-1 and it has such content <!DOCTYPE html><html><head><meta http-equiv="Content-Type" content="text/html; charset=utf-8"/></head><body style="font-...

ThomasPL10

In my apache error logs I can see this error [error] [client *] gss_accept_sec_context() failed: An unsupported mechanism was requested (, Unknown error) [Sun Jul 12 22:16:32 2015] -e: Use of uninitialized value $1 in substitution iterator at /opt/otrs//Kernel/System/Auth/HTTPBasicAuth.pm line 91. a...

ThomasPL10

Hello everyone.

When I try to create a new template of Stats I get this error. Maybe some of you had same error before and know the solution?

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