Search found 2209 matches

by RStraub
19 May 2021, 10:33
Forum: Developers
Topic: [Solved] OTRS API documentation
Replies: 4
Views: 1335

Re: [Solved] OTRS API documentation

Many thanks Roy!
by RStraub
31 Mar 2021, 16:01
Forum: Developers
Topic: [Solved] OTRS API documentation
Replies: 4
Views: 1335

[Solved] OTRS API documentation

Dear all, first of all I want to express my deepest appreciation for this community and the recent foundation of the OTTER alliance. I - as probably many other - was very worried about the future of the "free" OTRS and disappointed by the promises made 2 years ago. Now there seems a way ou...
by RStraub
17 Aug 2020, 14:28
Forum: General
Topic: Recurring Ticket
Replies: 1
Views: 616

Re: Recurring Ticket

You don't even need to send an email, you could also just read a template "directly" into OTRS. There are some test emails used by the framework to do so. For example, create a cronjob: 07 08 * * 1-5 $HOME/bin/otrs.Console.pl Maint::PostMaster::Read < $HOME/Custom/Mails/MailToBeProcessed.b...
by RStraub
13 May 2020, 10:26
Forum: Allgemeines
Topic: Namensänderung von Agenten/Kunden
Replies: 1
Views: 675

Re: Namensänderung von Agenten/Kunden

Huhu - ist es nicht. Die Zugehörigkeit erfolgt über die UserID (sieht man in der URl wenn man einen Agenten editiert) und die ändert sich nicht.

EDIT: Bei Kunden könnte das so sein, das identifizierende Feld editiert wird.
by RStraub
11 May 2020, 15:51
Forum: Help
Topic: Change OTRS attachments store path.
Replies: 6
Views: 1637

Re: Change OTRS attachments store path.

Try "su" to otrs and access them.
by RStraub
04 May 2020, 17:06
Forum: Developers
Topic: Multiple clickable links DynamicField on TicketZoom.
Replies: 2
Views: 1630

Re: Multiple clickable links DynamicField on TicketZoom.

You could consider using text, instead of TextArea. In dynamic field of type text you can define a link.

And if your value of the field equals the URI, just enter

Code: Select all

[% Data.Value | uri %]
by RStraub
30 Apr 2020, 08:03
Forum: Developers
Topic: Invoke error to send data
Replies: 6
Views: 1926

Re: Invoke error to send data

I think there's a part in the manual about how to setup OTRS with a Web Service as Requestor. So that based on trigger / actions, OTRS does something: OTRS as Requester: OTRS acts as a client collecting information, sending the request to the Remote System, and waiting for the response. From here: h...
by RStraub
29 Apr 2020, 09:28
Forum: General
Topic: not getting execute shell script from GenericAgent CMD
Replies: 9
Views: 1525

Re: not getting execute shell script from GenericAgent CMD

I think to remember there was another post where the conclusion was you cannot run a CMD from the generic agent with two arguments.

The solution was to make your bash script executable and put it into the home of OTRS, then only call the script without "/bin/bash"
by RStraub
29 Apr 2020, 09:26
Forum: Developers
Topic: Invoke error to send data
Replies: 6
Views: 1926

Re: Invoke error to send data

Hey,

usually I just lookup the Docs or copy from another module. In this case it would be:

Code: Select all

my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
by RStraub
28 Apr 2020, 15:01
Forum: General
Topic: not getting execute shell script from GenericAgent CMD
Replies: 9
Views: 1525

Re: not getting execute shell script from GenericAgent CMD

Well you have a syntax error in the file, as reported by the log... Mind showing the module ?
by RStraub
24 Apr 2020, 09:39
Forum: Help
Topic: Core.Agent.TicketAction is undefined OTRS 3.1
Replies: 2
Views: 458

Re: Core.Agent.TicketAction is undefined OTRS 3.1

You should definitly upgrade.
I'd venture and guess that newer browsers disallow the way OTRS 3 put files to cache (I read something that FireFox was changing the way caching is handled). So if you clear the cache, the java script files cannot be properly loaded.

Plan a upgrade path and migration.
by RStraub
14 Apr 2020, 08:04
Forum: Developers
Topic: how can get ticket data with generic agent?
Replies: 5
Views: 1675

Re: how can get ticket data with generic agent?

Hey, try this module: package Modulos::GetTicket; use strict; use warnings; use utf8; use lib '/opt/otrs/'; use lib '/opt/otrs/Kernel/cpan-lib'; use lib '/opt/otrs/Custom'; use Kernel::System::ObjectManager; local $Kernel::OM = Kernel::System::ObjectManager->new( 'Kernel::System::Log' => { LogPrefix...
by RStraub
06 Apr 2020, 10:45
Forum: General
Topic: Generic agent job and regular expression
Replies: 5
Views: 876

Re: Generic agent job and regular expression

Could you post some screenshots of your config? Also note that OTRS distinguishes between subject and title.
by RStraub
06 Apr 2020, 10:43
Forum: Developers
Topic: how can get ticket data with generic agent?
Replies: 5
Views: 1675

Re: how can get ticket data with generic agent?

Hey, attach the dumper-snippet to your "package Modulos::AlertaTicket;", tail the log files and run the generic agent. If it throws information in the log, the module is run and you should see some information from the variable you are dumping. If it does not show anything in the logs, the...
by RStraub
03 Apr 2020, 15:46
Forum: General
Topic: Name in CMDB
Replies: 1
Views: 422

Re: Name in CMDB

I don't think you can do that, but you could add a regexp (setting "ITSMConfigItem::CINameRegex") to force certain names.
by RStraub
02 Apr 2020, 15:50
Forum: General
Topic: ticket Status to "Resolved"
Replies: 3
Views: 1241

Re: ticket Status to "Resolved"

Why can't you reopen a ticket? This is probably a configuration issue then. OTRS distinguishes between status and status type. Where the status type is (amongst others): - Open - Pending - Closed And the status then may be of any of those types. So if you want a resolved state, what type should it b...
by RStraub
02 Apr 2020, 14:47
Forum: Developers
Topic: how can get ticket data with generic agent?
Replies: 5
Views: 1675

Re: how can get ticket data with generic agent?

Hey, I think if you easily want to show it in the browser console, you'll need the "Fred" Addon from OTRS. But only use that on a test/dev system as it will kill the performance and you don't want to have it active for all users. What I use is this in the code: use Data::Dumper; $Kernel::O...
by RStraub
24 Mar 2020, 11:59
Forum: General
Topic: Subaction of Split Ticket
Replies: 2
Views: 836

Re: Subaction of Split Ticket

Sorry this is not clear to me - what are you trying to do and what is/should be the behaviour ?
by RStraub
23 Mar 2020, 18:15
Forum: General
Topic: CMDB - CI Location
Replies: 1
Views: 407

Re: CMDB - CI Location

We used a field linked to customers and just select the customer.
by RStraub
23 Mar 2020, 18:14
Forum: Developers
Topic: Accessing to the tickets /data via API
Replies: 10
Views: 2337

Re: Accessing to the tickets /data via API

Indeed, if you want to access it from a different machine, probably go WebServices.
by RStraub
23 Mar 2020, 15:49
Forum: Developers
Topic: Accessing to the tickets /data via API
Replies: 10
Views: 2337

Re: Accessing to the tickets /data via API

Hey, this would be done on the console. For example, make a new folder in ~otrs called "scripts" and write the code to a file , e.g. "searchTickets.pl". Then make it executable "chmod +x searchTickets.pl" and run it "./searchTickets.pl". From what I understood...
by RStraub
23 Mar 2020, 11:38
Forum: Developers
Topic: Accessing to the tickets /data via API
Replies: 10
Views: 2337

Re: Accessing to the tickets /data via API

Hello and welcome to the forum! You can make OTRS accessible via WebAPI, but for internal processes I find it easier to do it with the Perl-API. Good readup for the API is here: https://doc.otrs.com/doc/api/otrs/6.0/Perl/index.html And here is a standalone Perl Script that searches Tickets based on ...
by RStraub
23 Mar 2020, 11:32
Forum: Developers
Topic: CustomerUser of multiple Customers in CustomerInformationCenter
Replies: 0
Views: 1449

CustomerUser of multiple Customers in CustomerInformationCenter

Dear forum, we recently had the need to add a CustomerUser to multiple Customers AND list them in the CIC. The manual explains how you can make the changes to the backend (DB & Config.pm) so that the customers can see all tickets of the companys. They are however not shown in the Customer Inform...
by RStraub
03 Feb 2020, 14:23
Forum: Allgemeines
Topic: Aufgabenstrang OTRS
Replies: 1
Views: 621

Re: Aufgabenstrang OTRS

by RStraub
31 Jan 2020, 12:12
Forum: Hilfe
Topic: Vorgehensweise Update selbsterstellte Pakete
Replies: 5
Views: 976

Re: Vorgehensweise Update selbsterstellte Pakete

Lad dir mal ein Paket runter und schau dann in die .sopm. Diese musst du in jedem Fall anpassen um zumindest die OTRS Version zu ändern. Ob "die ganzen Dateien" angefasst werden müssen, kann man nur wissen ob sie von den Änderungen OTRS 5 -> OTRS 6 betroffen sind. Im Zweifel neu Aufbauen f...
by RStraub
28 Jan 2020, 15:02
Forum: Hilfe
Topic: Ticket Benachrichtigung - TicketCreate
Replies: 3
Views: 631

Re: Ticket Benachrichtigung - TicketCreate

Filter auf To: des entsprechenden Kontos (damit nur Mails aus diesem Postfach gefiltert sind)
und dann drunter bei Kopfzeilen setzen "X-OTRS-DynamicField-$NameDeinesFeldes" und einen Wert dazu.
by RStraub
28 Jan 2020, 13:51
Forum: Hilfe
Topic: Anmeldung nach Update nicht mehr möglich
Replies: 4
Views: 865

Re: Anmeldung nach Update nicht mehr möglich

root wrote: 27 Jan 2020, 12:50 Hi,

Sorry, aber wo bitte wird Java verwendet? Dass wäre mir neu...

Ich gehe mal davon aus Du meinst Javascript und damit Frontend::JavaScriptPath

- Roy
Genau ;)
by RStraub
27 Jan 2020, 12:35
Forum: Hilfe
Topic: Kundennummer eintrag nicht möglich
Replies: 1
Views: 407

Re: Kundennummer eintrag nicht möglich

Hmm, ist das AD ggf. readonly eingebunden? Ggf. brauchst du in der Config.pm ein zweites Kunden (und Kundenbenutzer) Backend was dann in der lokalen Datenbank liegt. Dieses kannst du dann bei der Erstellung neuer Kunden über ein Dropdown auswählen.
by RStraub
27 Jan 2020, 12:18
Forum: Hilfe
Topic: Anmeldung nach Update nicht mehr möglich
Replies: 4
Views: 865

Re: Anmeldung nach Update nicht mehr möglich

Das klingt als ob die Java-Pfad Einstellungen in der SysConfig nicht stimmen. Kannst du mal über den otrs.Console Befehl (den ich nicht im Kopf hab) die SysKonfig neu aufbauen (da gibt's noch einen Parameter um invalid/alte Einträge rauszuwerfen)? Und Update über GIT... entspricht aber nicht dem vor...
by RStraub
27 Jan 2020, 12:16
Forum: Hilfe
Topic: Ticket Benachrichtigung - TicketCreate
Replies: 3
Views: 631

Re: Ticket Benachrichtigung - TicketCreate

Huhu,

ihr müsstet ein Kriterium finden wo sich die Tickets unterscheiden. Z.B. alles was über die API erstellt wird mit einem Typ "System Created", "recurring" oder sowas... und dann die Ticketbenachrichtigung darauf einschränken.
by RStraub
27 Jan 2020, 12:13
Forum: Hilfe
Topic: Erstellte Notiz im Ticket nicht sichtbar
Replies: 7
Views: 1135

Re: Erstellte Notiz im Ticket nicht sichtbar

Prima, wir hatten so was ähnliches als Browser uns "insecure" (z.B. Aufruf intern über IP) nicht mehr erlaubt haben :)
by RStraub
20 Jan 2020, 14:34
Forum: Hilfe
Topic: Erstellte Notiz im Ticket nicht sichtbar
Replies: 7
Views: 1135

Re: Erstellte Notiz im Ticket nicht sichtbar

Kannst du beim Aufruf mal in die Browser-Konsole schauen ob's dort Fehler gibt?
by RStraub
20 Jan 2020, 14:31
Forum: General
Topic: Newbie Intro
Replies: 1
Views: 558

Re: Newbie Intro

Welcome ;)
by RStraub
20 Jan 2020, 09:36
Forum: General
Topic: need help on Generic agent backup and restore
Replies: 3
Views: 1271

Re: need help on Generic agent backup and restore

Define unexpected :) If you do only use "get/read" on the production", nothing should happen.
by RStraub
02 Jan 2020, 17:28
Forum: Help
Topic: Custom Module (Generic Agent Job Management)
Replies: 2
Views: 1060

Re: Custom Module (Generic Agent Job Management)

Hey Philip, this should be easy enough. You can use any path below ~otrs you like, I prefer to keep customizations in ~otrs/Custom. So let's say you have a module called "Template" in ~otrs/Custom/GAModules/Template.pm Put there: #!/usr/bin/perl # This module is triggered by a generic agen...
by RStraub
02 Jan 2020, 11:31
Forum: General
Topic: need help on Generic agent backup and restore
Replies: 3
Views: 1271

Re: need help on Generic agent backup and restore

Hey,

maybe with a small standalone script attaching to the API directly?
So that you can use this object:
http://doc.otrs.com/doc/api/otrs/6.0/Pe ... nt.pm.html

and "Get" from the original/production system and update on the backup server if they differ.
by RStraub
02 Jan 2020, 11:28
Forum: General
Topic: Free Field Visibility
Replies: 2
Views: 783

Re: Free Field Visibility

Hey there,

you can probably play around with the module registration:
Syslog -> Ticket::Frontend::MenuModule###310-FreeText
And change the parameters there. You could copy from another module, but maybe it suffices to remove the ClusterName and ClusterPriority entries.
by RStraub
06 Dec 2019, 15:10
Forum: Hilfe
Topic: [Gelöst] Email Ticket Standard Queue
Replies: 9
Views: 1806

Re: Email Ticket Standard Queue

Ah, kleines Missverständnis. Das Beispiel im anderen Thread war für eine andere View, nämlich "CustomerTicketMessage".

D.h. bei dir würde der Link so aussehen:

Code: Select all

Action=AgentTicketPhone;Dest=20||Support
by RStraub
06 Dec 2019, 14:54
Forum: Hilfe
Topic: [Gelöst] Email Ticket Standard Queue
Replies: 9
Views: 1806

Re: Email Ticket Standard Queue

Hm, aber genau so sollte es stimmen... kannst du mal bitte einen Screenshot der SysConfig hochladen ?

Handelt es sich bei der Queue um eine Haupt oder "Sub"-Queue? Bei letztem muss ggf. die Schreibweise angepasst werden.
by RStraub
06 Dec 2019, 12:03
Forum: Hilfe
Topic: [Gelöst] Email Ticket Standard Queue
Replies: 9
Views: 1806

Re: Email Ticket Standard Queue

Wenn du die SysConfig nach dem Standardparameter "Action=AgentTicketPhone" durchsuchst, kommt als erster Treffer die Einstellung "Frontend::ToolBarModule###140-Ticket::AgentTicketPhone". Darin kannst du den Link dann anpassen.
by RStraub
06 Dec 2019, 12:01
Forum: Hilfe
Topic: OTRS automatisches Backup erstellen
Replies: 14
Views: 3549

Re: OTRS automatisches Backup erstellen

Genau, in dem Setup jeden Tag um 05:05 Uhr.

Wenn du das auf Tage oder Wochentage anpassen willst, müsstest du entsprechend die letzten drei "*" editieren. Online gibt's genug CRON Helfer/Guides die dir mit der Syntax weiterhelfen.
by RStraub
06 Dec 2019, 11:58
Forum: Hilfe
Topic: [Gelöst] Email Ticket Standard Queue
Replies: 9
Views: 1806

Re: Email Ticket Standard Queue

Huhu,

du könntest über die SysConfig den Link anpassen sodass eine Queue vorbefüllt ist:
viewtopic.php?f=62&t=35257&p=142513&hil ... ID#p142513
by RStraub
05 Dec 2019, 17:37
Forum: Allgemeines
Topic: Automatischer Kalendereintrag bei Fälligkeitsdatum
Replies: 2
Views: 1440

Re: Automatischer Kalendereintrag bei Fälligkeitsdatum

Huhu,

du kannst bei der Anlage von Kalender Ticket-Regeln definieren, wann (und aus welchen) Tickets "Appointments" erstellt werden sollen.
by RStraub
04 Dec 2019, 12:53
Forum: Hilfe
Topic: Dynamische Felder in einem Change anzeigen lassen
Replies: 5
Views: 1412

Re: Dynamische Felder in einem Change anzeigen lassen

Ah, verstanden. Ja, wenn du den "Ort" der Anzeige ändern willst, müsstest du das Template (.tt) und ggf. auch das Perl-Modul (.pm) editieren. Mit dem Übersichtsbildle wurd's klar :) Wenn du im Quellcode des Template schaust, da sind auch Beispiele für ANpassungen gegeben: https://github.co...
by RStraub
04 Dec 2019, 11:10
Forum: Hilfe
Topic: Dynamische Felder in einem Change anzeigen lassen
Replies: 5
Views: 1412

Re: Dynamische Felder in einem Change anzeigen lassen

Hallo Jensemann,

hast du in der SysConfig mal diese Einstellung probiert:
"ITSMChange::Frontend::AgentITSMChangeZoom###DynamicField"
by RStraub
04 Dec 2019, 10:05
Forum: Help
Topic: Choose responsible from all the possible list
Replies: 1
Views: 864

Re: Choose responsible from all the possible list

If you want to change the responsible and open the dropdown, all the agent's that have that queue registered in "MyQueue" (personal preferences) are listed. If you then click the little refresh button next to the dropdown the list will be filled with all the responsibles that are possible ...
by RStraub
07 Jun 2019, 13:42
Forum: Hilfe
Topic: OTRS MailQueue - Abarbeitung
Replies: 7
Views: 1721

Re: OTRS MailQueue - Abarbeitung

Was ist denn in der postfix config des linux servers eingetragen? Über das Sendmail Modul wird nur nach "unten" weitergereicht.

Falls du die Konfig im OTRS nutzen willst, müsstest du SMTP einstellen.
by RStraub
07 Jun 2019, 11:51
Forum: Help
Topic: Multiple ACLs causing issues.
Replies: 6
Views: 1347

Re: Multiple ACLs causing issues.

Remove them for all and then re-add them for certain groups (AllowedAdd or something).
by RStraub
07 Jun 2019, 09:49
Forum: Hilfe
Topic: OTRS MailQueue - Abarbeitung
Replies: 7
Views: 1721

Re: OTRS MailQueue - Abarbeitung

Das ist cron syntax. Die sagt dir dass minütlich gesendet wird. Siehe auch hier:
https://crontab.guru/#*_*_*_*_*

- jede Minute
- jede Stunde
- jeden Monatstag
- jeden Monat
- jeden Wochentag