Znuny Open Source Ticketsystem

PriteshP23

Hello, There is one Queue "Waiting" in which agents do transfer tickets manually. I need to set up the filter if there is a word "urgent" in beginning of first mail, it should be transfered in Queue "Urgent" via Filter / GenericAgent. I need to apply it only for tickets...

PriteshP23

@all: I have made simple perl script like below link to get json data. It is working fine manually. That means i am writing email in url by myself. http://xmodulo.com/how-to-parse-json-string-in-perl.html The goal is to display fetched data on ticketZoom page under Customer Information here: @348 li...

PriteshP23

Hello, I looked in otrs admin manual for API webservice but couldn't get solution. Have you any idea to set up RESTful WebService on OTRS4 CentOS to get Customer Info via JSON from other System ? From OTRS, i can have email of customer and need to get customer details from json files on other server...

PriteshP23

@raneeb

I see. But there is no First_response time and FirstLock time in otrs Stat module.
There is a huge database to look over and get all details via SQL because for stat module it took more than 8 hours to display on dashboard and i have not all info that i want.
Thanks !

PriteshP23

why not use the statistic module for that? Should be possible without SQL.

Because i dont want agent can track his performance. thanks. any idea for sql to get First_response time and FirstLock time ?

PriteshP23

Hello, Do you know sql to get ticket information which are closed by an agent in one month ? Need these details in sql: ticket_number / creation_date / closed / first_lock / first_response / state / queue / locked /owner /user_first_name /user_last_name customer_code / customer_realname / from What ...

PriteshP23

It seems these lines were executed during the update. I agree that i should not change script but i got same error at step 6.1 for two times while updating.

It works fine till now but not sure for a real solution yet.

Thanks you all.

PriteshP23

@jojo: revert to 3.3. and try again. Finally, it works after putting comments this two lines: --ALTER TABLE ticket DROP CONSTRAINT FK_ticket_valid_id_id; --ALTER TABLE ticket_history DROP CONSTRAINT FK_ticket_history_valid_id_id; Output DBUpdate-to-4.pl: $ perl DBUpdate-to-4.plMigration started... S...

PriteshP23

I am doing it again only. It seems i need to set permission like this:

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-rw-rw---- 1 otrs apache  12528 Jun 29 14:30 ZZZAuto.pm

After above command it wroks well till 6th step

but there is a problem in 7th step

duplicate key value violates unique constraint "notifications_pkey"

PriteshP23

Yes, it could possible that i run more than one time. So, i did Step 6.2 and got this -bash-4.1$ perl DBUpdate-to-4.pl Migration started... Step 1 of 15: Refresh configuration cache... If you see warnings about 'Subroutine Load redefined', that's fine, no need to worry! done. Step 2 of 15: Check fra...

PriteshP23

Problem of rights ! I assign otrs as superuser ! So, i could execute it BUT got error: bash-4.1$ cat /opt/otrs/scripts/DBUpdate-to-4.postgresql.sql | psql --set ON_ERROR_STOP=on --single-transaction -U otrs otrs SET DROP INDEX CREATE INDEX ALTER TABLE ALTER TABLE ERROR: constraint "fk_ticket_va...

PriteshP23

Help !!
I got error at step 6.1 !

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-bash-4.1$ cat scripts/DBUpdate-to-4.postgresql.sql | psql --set ON_ERROR_STOP=on --single-transaction otrs otrs
SET
ERROR:  must be owner of relation dynamic_field_value_field_values

PriteshP23

In my thoughts, I'd be trying to run as root, but maybe I'd just su otrs and run it that way. I don't know. But your best bet would be to back up your database, try the command, and find out if it did what it was supposed to do. Well, it seems i need to run both script as "otrs" user. her...

PriteshP23

One will be a straight schema change and the other would be whatever logic manipulation to do with the data after that schema change. Step 6.1 shell> cat scripts/DBUpdate-to-4.postgresql.sql | psql --set ON_ERROR_STOP=on --single-transaction otrs otrs I need to run as "otrs" user ans last...

PriteshP23

Follow every step.

Both i need to run as "otrs" user, right ?

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step 6.1
cat scripts/DBUpdate-to-4.postgresql.sql | psql --set ON_ERROR_STOP=on --single-transaction otrs otrs
step 6.2
scripts/DBUpdate-to-4.pl

What is the difference ?

Many thanks.

PriteshP23

That *is* normal, and it is not a problem.

I am sorry again but in this case how i can import tickets from otrs 3.3.6 ?

PriteshP23

@crythias Yes, how to solve this issue because other steps went well during update process. Its an issue for good .sql file to run in right order to do update database. I believe that i used wrong sql file or misorder it. What i did so far, STEP 1: update as per guide cat scripts/DBUpdate-to-4.postg...

PriteshP23

the Database migration script to OTRS 4 contains "ALTER TABLE ticket DROP valid_id;“. So I assume you did not perform a successful migration. Is there any action to perform for Postgres database changes apart from these two: cat scripts/DBUpdate-to-4.postgresql.sql | psql --set ON_ERROR_STOP=o...

PriteshP23

the Database migration script to OTRS 4 contains "ALTER TABLE ticket DROP valid_id;“.

I commented it in .sql file in order to create ticket. So, i need to enable it ? But in this case, i will not able to create ticket anymore. How to solve it ?

PriteshP23

I remove valid_id from ticket table by below query and i am able to create ticket.

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ALTER TABLE ticket DROP valid_id cascade

BUT it is not right solution. Because it seems that there is a big problem in otrs database schema.

PriteshP23

Can you find the state 'open' in the SysConfig? Yes, i can find state Open here: Ticket::Frontend::AgentTicketEmail###StateType I just modified " Ticket::Frontend::AgentTicketEmail###StateDefault => successfully closed ". Thats it. Nothing more. The problem seems in otrs database schema. ...

PriteshP23

Also, when I say custom, I mean that you've created an entry (INSERT?) that does not have a valid_id. i didn't do any INSERT. What i found from log before: Need TicketID! Need TicketNumber! Need TicketID! Need ObjectID! ERROR: null value in column "valid_id" violates not-null constraint N...

PriteshP23

@crythias Thanks for quick reply. How to fix? Well, it's likely something custom. Maybe it was added manually to the database. In any case, what you will need to do is find out that thing select * from (table) where valid_id IS NULL. I can confirm that there was never customization in otrs database ...

PriteshP23

Hello, I follow all the steps from https://otrs.github.io/doc/manual/admin/4.0/en/html/upgrading.html I have doubt for step 6.1 and 6.2 shell> cat scripts/DBUpdate-to-4.postgresql.sql | psql --set ON_ERROR_STOP=on --single-transaction otrs otrs Step 6.2: Database migration script Run the migration s...

PriteshP23

Hello, I got two errors: :( First is in Step 6.2: Database migration script Run the migration script (as user otrs, NOT as root): shell> scripts/DBUpdate-to-4.pl [otrs] trying to get OTRS 3 up with Postgres: bin/otrs.CheckDB.pl fails: permission denied for relation valid, SQL: 'SELECT * FROM valid' ...

PriteshP23

@RStraub

Took us about 2 hours all in all.

How many tickets do you have in your database?
Thanks.

PriteshP23

@RStraub Thanks for sharing. Generally, How much time it take for update? Upgrade didn't convert "umlaut" in sysconfig, had to fix in the ZZZAuto.pm I didn't get it. Can you explain it in detail? How did you solve it ? So, for cutomization part, it should be re-deployed. Thanks for your re...

PriteshP23

@crytias
Yes, i did. I added img tag but i forgot to put image on public host.
Thanks for concern.

PriteshP23

Hello, I did upgrade OTRS 3.3.6 to OTRS-4.0.8.-02 by rpm package.* *My system Info: OTRS 4.0.8-02, PostgreSQL 9.3.9 Perl 5.10.1 (linux) is used. OS: Cent OS 6.5 Not able to create ticket in otrs aftre upgrade Error Message: Need TicketID! Backend ERROR: OTRS-CGI-98 Perl: 5.10.1 OS: linux Time: Tue J...

PriteshP23

Here is final version that worked for me: Core.Config.Set('RichText.Toolbar_Full', [ ['Bold', 'Italic', 'Underline', 'Strike', 'Subscript', 'Superscript', '-', 'NumberedList', 'BulletedList', 'Table', '-', 'Outdent', 'Indent', '-', 'JustifyLeft', 'JustifyCenter', 'JustifyRight', 'JustifyBlock', '-',...

PriteshP23

Finally i found that there was a filter on "ticket state" !

Sorry for inconvenience.

Thank you all !!

PriteshP23

I learnt that OTRS does not include imag tag and image file should be open to public (not on private host).

PriteshP23

Hello, Anybody have tried to add Logo in Signature and which we can see in email? Problem is on OTRS, we can see the logo in Signature but when we look at email that we have send to Customer, its not showing at all . What i did so far: I enable all SysConfig to show logo in Signature and images inli...

PriteshP23

@eandrex @jojo @crythias Finally, its SOLVED !! The only misunderstanding was "X-Me-Ip" via sysConfig. I wrote "X-Me-Ipr" as you wrote in filter condition and later i changed to "X-Me-Ip" to make it working. So, i did: 1. create a dynamic field eg. Lable: CustomerIP, Ke...

PriteshP23

@jojo 4. configure ticket zoom to display the dynamic field When you say Step 4. configure ticket zoom to display the dynamic field => Ticket -> Frontend::Agent::Ticket::ViewZoom , added in Ticket::Frontend::AgentTicketZoom###DynamicField : Key= ipaddr, Content=1 Nothing else to do, am i right? We a...

PriteshP23

@jojo

Filter Condition
Header1: X-Me-Ipr Value 1: (.*)

I found it from admin manual. Thanks. Ticket -> Core::PostMaster => PostmasterX-Header

Any idea how to save this value in url link ? So, when we click it goes to other page.

PriteshP23

@jojo
Did you mean to say like this ?

Filter Condition
Header1: X-OTRS-DynamicField-ipaddr Value 1: (.*)
Set Email Headers
Header1: X-OTRS-DynamicField-ipaddr Value 1: (.*)

Main problem is to know how it will copies the content ?

PriteshP23

@jojo Thats sounds great. For 3rd step, i did this but not able to copie the value: Filter Condition Header1: X-OTRS-DynamicField-ipaddr Value 1: ?? Set Email Headers Header1: X-OTRS-DynamicField-ipaddr Value 1: [***] Do i need to use regex for ip? \b(?:(?:25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.){3}...

PriteshP23

@crythias Yes, but I don't trust it. Thanks ! As you can see my comment on that topic, i already tried but didnt work in my case. I am trying to get value of X-Me-Ip from header of mail. When we click on "Plain Format", i can see real value of IP in this tag. Basically i need to copy it an...

PriteshP23

@eandrex

I added in Plain Format "X-Me-Ip" to get the real IP of client. Its working. But how to show it in Ticket Information ? I modify AgentTicketZoom.dtl file but its not showing X-Me-Ip value from header.

@crythias
Any idea to get IP value from header?

Many Thanks !

PriteshP23

Its showing my IP address instead of customer's IP. Any idea ?
thanks !

PriteshP23

@eandrex First of all Thanks for quick response. I am not sure for proxy-behind but still i tried your trick. Its not working in my case. Yes, i have already created dynamicfield and also activated in sysconfig. Just to make sure i need to enable by writing fieldname in sysconfig, not by label name,...

PriteshP23

Hello, I would like to add IP Address of customer in Ticket Information section, to see when we do AgentTicketZoom. Problem is that it shows " SAME ip " value for all tickets. I hope i am clear. I added IP label to file AgentTicketZoom.dtl. /opt/otrs/Kernel/Output/HTML/Standard/AgentTicket...

PriteshP23

First of all, thank you all for this great post. @StarDestroyer 4. Copy "Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl" to "Custom/Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl" I didnt get your 4th step. Can you be more specific please? Thanks in advanced. What s...

PriteshP23

I added a checkbox in the admin area to force the "current" user to become owner.

GREAT !!!

Thanks a lot. It works very well !

PriteshP23

Hello,

There is a problem of Ticket Owner. It keeps the previous person as a Owner of ticket even if other person do QuickClose. How to fix it ? ( I am using QuickClose 3.3.5 on OTRS 3.3.6 )

I enable QuickClose::QueueMove but not working.

Thanks !

PriteshP23

3) incoming mail, not knowing what state to choose, grabs the first (by StateId) valid state and applies it. It works when i tested with my email in same queue and normally it works for external mail also. There is only few (4-5 tickets) in day which get closed directly. I don't know why because wh...

PriteshP23

@reneeb:

Please have a look at "Postmaster Filter" in Admin area.

I looked in admin area and in files config, ZZZ* also. There is no such filter. Thanks.

PriteshP23

@jojo and Good remark. I checked but its not in the filters. I tested by creating more tickets in same Queue, its working fine. But still sometime for certain ticket, its not working. :? @reneeb I looked in postmaster_filter table, its not in the list. It is very strange. its not empty, but there is...

PriteshP23

@wruzel

I checked cronjobs. It seemd ok. I have no log for this ticket as its before 3 weeks. Thanks.

@jojo
I didnt change it. Its new and bydefault is new also.

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