Znuny and ((OTRS)) Community Edition

jnelson

Love it when it's this easy:

Changed in sysconfig Ticket::Frontend::AgentTicketCustomer::CustomerIDReadOnly to "No" and it's now editable.

jnelson

Hello, I have the 5.0.11 update in testing and recently discovered that the CustomerID cannot be changed independently of the CustomerUser field. IS this new? This behavior is not present in 5.0.4 and is a problem for me as some of my stats use CustomerID independently of the CustomerUser. When I op...

jnelson

Perfect!! Thanks so much!

jnelson

Let me expand on this a bit. What I'd like to see is if I can select the menu, mouse over Customer A from the first menu adn then have it display an additional menu for the selections for that customer.

Thanks

jnelson

Hello all, I have a fairly large group of selections in one drop down menu. It's currently 51 and I need to add 18 more right now with 100's more possible in the future. My question is this: Is there any way to make the drop downs nested? Something like this: Customer A CA Selection 1 CA Selection 2...

jnelson

Not quite what I intended to show. I did use the --force-pid but was told by Jens that it wasn't a good idea. Kind of like putting a band aid on a deep cut. It may mask the issue but it doesn't solve it.

jnelson

hey guys thanks for the responses I've been out with surgery for a bit. Jojo looks like otrs.Console.pl is the one I needed. Thanks

jnelson

jojo wrote:You don't have to be developer to configure OTRS or to understand config files. Your Linux Systemadmi should have the knowledge to support you. Otherwise you should consider getting professional support or switch to a managed system

^^^^ This right here. Linux sysadmin skills required.

jnelson

Hi all,

In previous OTRS version you could automatically generate statistics in a cronjob using the module:

$HOME/bin/otrs.GenerateStats.pl

This module is no longer available. Is there a way to automatically run statistic jobs and have it email in the new version?

TIA

jnelson

I think this is related to pl handling in your apache config. Check this thread: http://forums.otterhub.org/viewtopic.php?t=18944 And then I read the rest of your post. Have you installed Postfix? Not sure if that's the possible culprit or not but worth a check # yum list postfix Loaded plugins: fas...

jnelson

Looks like the fetchmail binary is missing/not found. But, do you know how get this file lost?, I do not have enough experience with it so I start deleting files. Of course, I don't know how to solve this. When I run the locate file, it founds /opt/otrs/Kernel/System/FetchMail.pm . Is this file the...

jnelson

Looks like the fetchmail binary is missing/not found. But, do you know how get this file lost?, I do not have enough experience with it so I start deleting files. Of course, I don't know how to solve this. When I run the locate file, it founds /opt/otrs/Kernel/System/FetchMail.pm . Is this file the...

jnelson

I'd try a "yum update" or "yum reinstall postfix" or "yum reinstall fetchmail"

jnelson

Ok maybe I wasn't being clear. I create a new ticket, for internal purposes and send only to my agent email alias. In this ticket I don't want the agent's alias as the customer ID. For example if I send an email to operations and the customer ID tied to that email is "Ops" it auto fills th...

jnelson

Yes but it's not "required" by the agent->new ticket screen. It's optional:

notrequired.JPG

jnelson

Hey all. I've been digging through sysconfig looking for an entry to make the CustomerID field "required" in OTRS 5 and I can't find it anywhere. Does anyone know where/how to make this field required in new ticket creation instead of optional?

TIA

jnelson

Try here:

Frontend::Agent::Dashboard

jnelson

Tickets need to be unlocked to be in queue view? That makes no sense and should be reversed.

jnelson

Log entries for my configuration look like this

Tue Jan 19 08:05:06 2016 notice OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-93 IMAPTLS: Fetched 1 email(s) from helpdesk@XXXXXXXXXXX.com/smtp.office365.com.

jnelson

It appears your server (unless you edited it for this post) is attempting to auth: OTRSUSER/MAILSERVER.DOMAIN.COM Is this user account an edit or is the server actually trying to execute this? If it's an edit are you sure about the auth/fetch type? I use office365.com and am using IMAPTLS with the s...

jnelson

It appears you haven't started to configure anything yet. Click on "Go to Overview" then click on "Add" and follow the prompts.

jnelson

Hey all: I'm wondering if it's possible to change the name of the Phone ticket? I'd like change it to "Incident" instead of "Phone"

TIA.

jnelson

Good call Renee. I had made a change and inadvertently changed owners from apache to otrs user. Chown apache ZZZAuto.pm all fixed

Cheers and thanks.

jnelson

It needs to be apache/apache and not otrs/apache?

jnelson

This is a very bad thing. I tried this (like an idiot didn't backup my config first) and now I cannot update the sysconfig at all.

jnelson

Backend ERROR: OTRS-CGI-93 Perl: 5.16.3 OS: linux Time: Tue Jan 12 16:15:35 2016 Message: Can't write ConfigItem! RemoteAddress: X.X.X.X RequestURI: /otrs/index.pl Traceback (2385): Module: Kernel::Modules::AdminSysConfig::Run Line: 182 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 Mo...

jnelson

Disregarding other peoples advice and actually rebooting the host OS. Voila it works.

jnelson

I would suspect a ticket in a faulty state in the database and it's causing errors in the bulk action. Try doing smaller quantities. Can you do bulk action on just two tickets? Try executing in smaller quantities to see if you can narrow it down to one ticket causing the problem.

jnelson

It's been moved into agent configuration screen (Wheel icon top left corner). I have looked but have not been able to find a setting in SysConfig to force it.

notifications.JPG

jnelson

Here's an example ticket I just made (RIP David)

calendarticket.JPG

The time/date section copy/paste.

TicketCalendarStartTime:
01/11/2016 12:00
TicketCalendarEndTime:
01/11/2016 15:00

Notice it's in the future (currently 9am) and the EndTime is past the StartTime

jnelson

Yes. Made sure that start time and end time were correctly entered.

jnelson

I had this same issue, added the --force-pid argument to the module in the cron task and changed the timing to 3 minutes. It worked but I was told by Jens that it wasn't a good idea to force it as it didn't fix the issue. I reset that section in SysConfig and rebooted. Voila it works. Daemon::Schedu...

jnelson

This setting was moved into the UI at

Daemon::SchedulerCronTaskManager::Task

jnelson

Hello all! I'm trying to enable the Events Calendar widget. I've followed the steps in the online manual, as well as looked through a couple threads here with no luck. http://otrs.github.io/doc/manual/admin/5.0/en/html/the-dashboard.html#id-1.5.8.7.2.5.1 I was getting this error in the logs: Thu Jan...

jnelson

deleted

jnelson

I added the --force-pid argument to the module in the cron task

Daemon::SchedulerCronTaskManager::Task###MailAccountFetch

Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch --force-pid

Seems to be working so far.

jnelson

I added the --force-pid argument to the module in the cron task

Daemon::SchedulerCronTaskManager::Task###MailAccountFetch

Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch --force-pid

Seems to be working so far.

jnelson

More info. Please let me know if there's any other data to help figure this error out that I can provide. I'm stumped :( Server version: 5.6.28 MySQL Community Server (GPL) CentOS Linux release 7.2.1511 (Core) OTRS 5.0.4 The setting at Daemon::SchedulerCronTaskManager::Task###MailAccountFetch is at ...

jnelson

Sorry crythias!

jnelson

I'm setting up a brand new OTRS 5 on CentOS 7 and I'm getting this error from the mail configuration (it works just fine if run manually from the UI) OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-93 There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMas...

jnelson

Good idea but not the one in this case. The sender email is a registered alias for that account. I also just for sanity check changed the referrer email to the default system email and same thing. No auto response registered in the ticket but system log shows one being sent.

jnelson

Hello all. Having an issue with queue specific auto-responses. I've followed the Admin manual and created the auto-response, and associated it with the queue. All of my other new tickets show an auto response in the ticket from the system and it's received by the sender, however this one does not an...

jnelson

Hi, sales@otrs.com the OTRS Inc. is located in US. :-) Flo All they want to do is sell the Business services full blown package no consultancy, this from one of their sales reps: The only consulting service we offer for OTRS Free is Administrator Training, everything else is limited to our OTRS Bus...

jnelson

Looking for an OTRS consultant based in Las Vegas.

Thanks

jnelson

Solved; SELinux was "enforcing"

jnelson

Here's the entire error: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Nov 13 11:39:24 2015 Message: Can't create directory '/opt/otrs/var/tmp/CacheFileStorable': RemoteAddress: 10.8.3.156 RequestURI: /otrs/installer.pl Traceback (2860): Module: Kernel::System::Cache::FileStorable::new Line: 4...

jnelson

thought it was the folder permissions but otrs user is member of apache group who owns the folder structure.

jnelson

[Fri Nov 13 10:49:07 2015] [error] mkdir /opt/otrs/var/tmp/CacheFileStorable/XMLParse: Permission denied at /opt/otrs//Kernel/System/Cache/FileStorable.pm line 87\n Posted an error earlier and thought I had it figured out but installer.pl still throwing above error in httpd/error_log. Web page is s...

jnelson

"First, don't use appliance for production. It won't be updated/updateable"

Unless this is new that's not correct. It's updated several times through the UI since I first installed it.

Thanks

jnelson

My system has major mail constipation. Some of our systems got reconfigured to send alerts to the ticketing system via email and the volume completely hosed both the inbound and outbound mail because a noob made a configuration error. I was able to fix the inbound by deleting the source mails on my ...

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