Search found 167 matches
- 15 Mar 2023, 20:15
- Forum: General
- Topic: Google OAuth for OTRS
- Replies: 11
- Views: 12451
Re: Google OAuth for OTRS
This is an old thread, but I would like to share some information about OAuth and mod_auth_openidc. mod_auth_openidc supports only a Openid Connect provider. A OAuth2 only provider is not supported by mod_auth_openidc. After login, an OAuth2 provider exchanges a returning code for an access_token, t...
- 10 Aug 2022, 20:34
- Forum: Help
- Topic: How to use variables in GenericAgent?
- Replies: 8
- Views: 1708
Re: How to use variables in GenericAgent?
Hi, Maybe this could help you it it's a process ticket case. I've made a generic agent custom module that runs any transition action. Here it goes. Just unzip and save it in Custom/Kernel/System/GenericAgent/ The needed parameters are described in the code. You could inform several TransitionActions...
- 09 Jun 2021, 15:33
- Forum: General
- Topic: Restrict customer information based on agent group
- Replies: 1
- Views: 942
Restrict customer information based on agent group
Hi everyone, One of my clients needs to register some complaints (reports) in a way that the customer user identification is protected, but not anonymized. In other words, I need to restrict the customer information with something like an ACL based on an agent group. I think it's relatively easy to ...
- 29 Apr 2021, 22:34
- Forum: General
- Topic: [SOLVED] Error when trying to install ITSM bundle 6
- Replies: 2
- Views: 2014
Re: Error when trying to install ITSM bundle 6
Thanks Roy!
Did not imagine this parameter affected the package upload. Thanks again.
Marking as solved.
Did not imagine this parameter affected the package upload. Thanks again.
Marking as solved.
- 29 Apr 2021, 21:39
- Forum: General
- Topic: [SOLVED] Error when trying to install ITSM bundle 6
- Replies: 2
- Views: 2014
[SOLVED] Error when trying to install ITSM bundle 6
Hi everyone, Trying to install OTRS::ITSM bundle 6 in a fresh Znuny LTS 6 installation. The bundle was downloaded at the Znuny download site . But the package manager is returning the following error: Backend ERROR: OTRS-CGI-00 Perl: 5.28.1 OS: linux Time: Thu Apr 29 19:33:29 2021 Message: 413 Reque...
- 15 Mar 2021, 00:00
- Forum: General
- Topic: (Solved) Anonymous user access to Customer.pl
- Replies: 5
- Views: 2698
Re: (Solved) Anonymous user access to Customer.pl
Thanks everyone. Marking post as SOLVED.
- 11 Mar 2021, 16:55
- Forum: General
- Topic: (Solved) Anonymous user access to Customer.pl
- Replies: 5
- Views: 2698
(Solved) Anonymous user access to Customer.pl
Hi everyone,
I'm looking for some way to allow an anonymous user to access the customer interface (Customer.pl). The scenario is to allow a anonymous report through a process ticket.
Any thoughts would be appreciated.
Thanks,
Samuel
I'm looking for some way to allow an anonymous user to access the customer interface (Customer.pl). The scenario is to allow a anonymous report through a process ticket.
Any thoughts would be appreciated.
Thanks,
Samuel
- 28 Jun 2019, 15:36
- Forum: General
- Topic: OTRS ITSM CHANGE MANAGEMENT PACKAGE WILL BE DISCONTINUED?
- Replies: 6
- Views: 5537
Re: OTRS ITSM CHANGE MANAGEMENT PACKAGE WILL BE DISCONTINUED?
I have filled a lot of bugs and proposed some improvements, but none was accepted by you guys. I made a lot of contributions to the Portuguese translation as well in past versions. But clearly you have noticed nothing.
- 28 Jun 2019, 14:23
- Forum: General
- Topic: OTRS ITSM CHANGE MANAGEMENT PACKAGE WILL BE DISCONTINUED?
- Replies: 6
- Views: 5537
Re: OTRS ITSM CHANGE MANAGEMENT PACKAGE WILL BE DISCONTINUED?
Hi jojo, I'm very sorry this cause such a reaction :( . But I have no reason to lie. Actually, it's exactly the opposite: I've been working with OTRS for years, helping people to deploy their processes into OTRS. And all of this was bad news for me (personaly), since I was planning to work exclusive...
- 27 Jun 2019, 23:53
- Forum: General
- Topic: OTRS ITSM CHANGE MANAGEMENT PACKAGE WILL BE DISCONTINUED?
- Replies: 6
- Views: 5537
Re: OTRS ITSM CHANGE MANAGEMENT PACKAGE WILL BE DISCONTINUED?
Hi Andre, I have said that some time ago after I attended a convention with some OTRS executives here in Brazil. They told ITSM Change features would be offered by some predefined processes with some improvements in the process management module. But sorry I have no proof ot that and even some OTRS ...
- 29 Oct 2018, 15:54
- Forum: Help
- Topic: Assign dinamyc field combination
- Replies: 3
- Views: 2110
Re: Assign dinamyc field combination
Hi, What is the context? If the context is process management, using a Transition Action, you can use any combination you want using core fields or dynamic fields. Ex.: Key => Value: DynamicField_Field1 => Some text, <OTRS_TICKET_DynamicField_Field2>, some other text, <OTRS_TICKET_State>
- 12 Jul 2018, 15:26
- Forum: Help
- Topic: ACL does not work when AJAX reload
- Replies: 6
- Views: 4683
Re: ACL does not work when AJAX reload
I use OTRS 5.0.26 and the problem remains. ACL works properly when the process form loads for the first time. But after a ajax reload, the ACL doesn't work. Here's my ACL code: --- - ChangeBy: P_7029 ChangeTime: 2018-07-11 18:10:52 Comment: ~ ConfigChange: Possible: Ticket: SLA: - '[regexp].*\(AMC\)...
- 17 May 2018, 21:09
- Forum: General
- Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
- Replies: 5
- Views: 27757
Re: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
Uploading a new file set, with some bug fixes and performance improvements.
- 09 May 2018, 18:51
- Forum: Help
- Topic: Performance problems with search templates
- Replies: 7
- Views: 14141
Re: Performance problems with search templates
Hi wheelshot,
Any update on this?
I'm having a similar problem. FullTextSearch is getting very slow as the database increases its size.
Already using StaticDB since the very beggining.
[]s
Any update on this?
I'm having a similar problem. FullTextSearch is getting very slow as the database increases its size.
Already using StaticDB since the very beggining.
[]s
- 21 Mar 2018, 16:34
- Forum: Help
- Topic: [SOLVED] Dynamic field text array with web services
- Replies: 1
- Views: 2459
Re: Dynamic field text array with web services
Hi, guys Since I was meant to use, in this case, web services only, I figured out to use a multiselection dynamic field without fill a list of possible values. The array of values is properly store in database and retrieved when getting the ticket by web services. Commands used to test: Authenticate...
- 20 Mar 2018, 15:27
- Forum: Help
- Topic: [SOLVED] Dynamic field text array with web services
- Replies: 1
- Views: 2459
[SOLVED] Dynamic field text array with web services
Hi guys,
I need a dynamic field text that can be multivalued (text array). So an user can input a value, click the plus button, add a second value and so on (like ITSMConfigItemReference from Cape-it, but for text only).
Do you know any way to do that (customizing, add on etc)?
Thanks in advance!
I need a dynamic field text that can be multivalued (text array). So an user can input a value, click the plus button, add a second value and so on (like ITSMConfigItemReference from Cape-it, but for text only).
Do you know any way to do that (customizing, add on etc)?
Thanks in advance!
- 05 Feb 2018, 19:26
- Forum: Help
- Topic: Wrong notificaton date format
- Replies: 5
- Views: 3519
Re: Wrong notificaton date format
Upgraded to 5.0.26 and looks like the problem was solved.
Thanks!
Thanks!
- 31 Jan 2018, 14:10
- Forum: Help
- Topic: Wrong notificaton date format
- Replies: 5
- Views: 3519
Re: Wrong notificaton date format
Thanks lido, I think you're right!
Reported a bug at bug.otrs.org:
https://bugs.otrs.org/show_bug.cgi?id=13602
Inté!
Reported a bug at bug.otrs.org:
https://bugs.otrs.org/show_bug.cgi?id=13602
Inté!
- 29 Jan 2018, 17:49
- Forum: Help
- Topic: Wrong notificaton date format
- Replies: 5
- Views: 3519
Re: Wrong notificaton date format
Hi,
Yes. The notification is in pt_BR.
Thanks.
Yes. The notification is in pt_BR.
Thanks.
- 29 Jan 2018, 15:58
- Forum: Help
- Topic: Wrong notificaton date format
- Replies: 5
- Views: 3519
Wrong notificaton date format
Hi guys, My OTRS agents are brazilians, so they choose "Português - Brasileiro" (pt_BR) at Personal preferences. The file pt_BR.pm defines the date format as '%D/%M/%Y %T', which is right. Some notifications have date fields (ex.: <OTRS_TICKET_SolutionTimeDestinationDate>). But when the no...
- 08 Dec 2017, 20:26
- Forum: Help
- Topic: Export - Import CMDB items (update instead creating new one)
- Replies: 1
- Views: 1755
Re: Export - Import CMDB items (update instead creating new one)
Hi,
Don't worry. You should just edit your import/export template and choose a field with unique values to act as an identification. Maybe the name field.
Don't worry. You should just edit your import/export template and choose a field with unique values to act as an identification. Maybe the name field.
- 08 Dec 2017, 20:16
- Forum: Help
- Topic: Set Customer in new Note Window
- Replies: 1
- Views: 1439
Re: Set Customer in new Note Window
Hi,
Don't you think is strange to receive a call and do not identify who is on the phone?
Anyway, I didn't find any configuration to show the customer field in the note form. Neither is possible to show the article field in the customer form.
Maybe with some coding...
Don't you think is strange to receive a call and do not identify who is on the phone?
Anyway, I didn't find any configuration to show the customer field in the note form. Neither is possible to show the article field in the customer form.
Maybe with some coding...
- 08 Dec 2017, 20:04
- Forum: Help
- Topic: How to hide some agents accounts in the possibility to choose a new owner in the ticket with ACL.
- Replies: 2
- Views: 1763
Re: How to hide some agents accounts in the possibility to choose a new owner in the ticket with ACL.
I think you should use 'NewOwner' instead of 'Owner'. At least is what I understand from the doc below:
http://doc.otrs.com/doc/manual/admin/5. ... n.html#acl
Have you tried that already?
http://doc.otrs.com/doc/manual/admin/5. ... n.html#acl
Have you tried that already?
- 16 Nov 2017, 14:33
- Forum: General
- Topic: How does multiple customer backends work?
- Replies: 1
- Views: 6445
How does multiple customer backends work?
Hi guys, Does anyone know how does multiple customer backends work? Let's suppose I have two backends. Will OTRS search for the customer in the first backend and, not finding, in the second? Or will OTRS search always in both of them? Suppose I have the same customer in both backends. In the first b...
- 26 Oct 2017, 18:21
- Forum: General
- Topic: How find queue that Resolved a ticket?
- Replies: 1
- Views: 14295
Re: How find queue that Resolved a ticket?
Hi,
Have a look at ticket history table. I think the event you are looking for is StateUpdate.
Have a look at ticket history table. I think the event you are looking for is StateUpdate.
- 26 Oct 2017, 18:19
- Forum: General
- Topic: Quick answer
- Replies: 2
- Views: 19109
Re: Quick answer
Sure!
All you have to do is create a template and associate the desired queues.
All you have to do is create a template and associate the desired queues.
- 26 Oct 2017, 18:16
- Forum: General
- Topic: 500 Internal Server Error At CI Creation
- Replies: 5
- Views: 14459
Re: 500 Internal Server Error At CI Creation
Hi,
That message is saying you are trying to import a field value that doesn't exist in your General Catalog, or maybe a required field with no value at all.
Verify the data you are trying to import, you CI class definition and compare it to you catalog.
That message is saying you are trying to import a field value that doesn't exist in your General Catalog, or maybe a required field with no value at all.
Verify the data you are trying to import, you CI class definition and compare it to you catalog.
- 26 Oct 2017, 18:09
- Forum: General
- Topic: OTRS 5 on a shared Host
- Replies: 2
- Views: 11718
Re: OTRS 5 on a shared Host
Hi,
Post your Apache log files here would be useful.
Post your Apache log files here would be useful.
- 16 Oct 2017, 20:51
- Forum: General
- Topic: [SOLVED] Sharing Check_MK plugin for OTRS tasks monitoring using Nagios
- Replies: 0
- Views: 12995
[SOLVED] Sharing Check_MK plugin for OTRS tasks monitoring using Nagios
Published in Check_MK Exchange:
http://mathias-kettner.com/check_mk_exc ... ry-1.0.mkp
Thanks to phsmith (a terrific sysadmin I have the privilege to work with)
Code available in:
https://github.com/phsmith
Monitor your OTRS and Keep Calm
http://mathias-kettner.com/check_mk_exc ... ry-1.0.mkp
Thanks to phsmith (a terrific sysadmin I have the privilege to work with)
Code available in:
https://github.com/phsmith
Monitor your OTRS and Keep Calm
- 10 Oct 2017, 21:21
- Forum: General
- Topic: [SOLVED] Does OTRS works with Oracle CURSOR_SHARING=FORCE?
- Replies: 1
- Views: 10813
[SOLVED] Does OTRS works with Oracle CURSOR_SHARING=FORCE?
Hi guys, My DBA said OTRS Oracle database is consuming too much shared memory. He told me OTRS queries is using a lot of literals instead of bind variables. So he proposed set "CURSOR_SHARING=FORCE". After research a little I found some articles saying that is a horrible thing that could c...
- 05 Oct 2017, 15:06
- Forum: Help
- Topic: Customer user is able to login without an email
- Replies: 4
- Views: 2490
Re: Customer user is able to login without an email
No, I didn't. But looks like a good idea.reneeb wrote:Did you try to set the "AlwaysFilter"?Code: Select all
$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(mail=*)';
- 05 Oct 2017, 15:06
- Forum: Help
- Topic: Customer user is able to login without an email
- Replies: 4
- Views: 2490
Re: Customer user is able to login without an email
Hi root, This part: Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ '...
- 04 Oct 2017, 21:43
- Forum: Help
- Topic: Customer user is able to login without an email
- Replies: 4
- Views: 2490
Customer user is able to login without an email
Hi guys, My "Config.pm" says "Login, Email and CustomerID are mandatory". Before upgrading to version 5, my users couldn't login without an email (I'm using LDAP backend). It's been 4 months since I upgraded to version 5, and only now I've noticed users without an email could log...
- 26 Sep 2017, 21:27
- Forum: General
- Topic: [SOLVED] Does OTRS works with Apache MPM worker?
- Replies: 2
- Views: 10419
Re: Does OTRS works with Apache MPM worker?
Thanks, jojo!
I've realized that prefork parameters ServerLimit and MaxClients values were too high with no need. After define new values the memory problem was solved without compromise the overall performance.
I've realized that prefork parameters ServerLimit and MaxClients values were too high with no need. After define new values the memory problem was solved without compromise the overall performance.
- 26 Sep 2017, 15:40
- Forum: General
- Topic: [SOLVED] Does OTRS works with Apache MPM worker?
- Replies: 2
- Views: 10419
[SOLVED] Does OTRS works with Apache MPM worker?
Hi, My OTRS server is running out of memory. I want to give "Apache MPM worker" a try (instead of "MPM prefork", which I think is the default), since it consumes much less memory. But I don't know if OTRS is thread safe. Does anybody knows if it's safe to use OTRS with "MPM ...
- 11 Sep 2017, 18:54
- Forum: General
- Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
- Replies: 5
- Views: 27757
Re: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
Uploading a new file set, with new cubes, dimensions and measures.
- 24 Aug 2017, 23:39
- Forum: Help
- Topic: CMDB Locks up
- Replies: 8
- Views: 4115
- 24 Aug 2017, 23:19
- Forum: Help
- Topic: CMDB Locks up
- Replies: 8
- Views: 4115
Re: CMDB Locks up
Hello, We just upgraded from 4.0.4 (I know we were way behind) to 5.0.22. When going into to CMDB and clicking on it I get the drop down menu. I can select overview and see all my assets. I can click on one of my assets but then if I want to edit it, I click edit and it doesn't do anything. I can't...
- 23 Aug 2017, 19:41
- Forum: General
- Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
- Replies: 5
- Views: 27757
Re: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
Uploading a new file set. Sorry it's all defined in portuguese (because of my client), but I think it's easy to translate.
- 15 Aug 2017, 18:30
- Forum: General
- Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
- Replies: 5
- Views: 27757
Re: Sharing Pentaho transformation files for OTRS DW
Uploading a new file set. Now with the cube designed using Schema Workbench (Mondrian).
- 11 Aug 2017, 16:02
- Forum: Help
- Topic: [SOLVED] How to define a ticket notification filter using a DynamicField-ITSMConfigItem field value?
- Replies: 3
- Views: 4022
- 11 Aug 2017, 15:52
- Forum: Help
- Topic: [SOLVED] How to define a ticket notification filter using a DynamicField-ITSMConfigItem field value?
- Replies: 3
- Views: 4022
Re: Ticket notifications - How to define a ticket filter using a DynamicField-ITSMConfigItem?
I've just realized Cape-it delivered the package without notification filter support (what hapened, Cape-it?). Luckly, I was abble to restore notification filter support using some code from the previous module ITSMConfigItemReference.pm (attached here). Hope it can help someone else trying to defin...
- 10 Aug 2017, 19:49
- Forum: Help
- Topic: [SOLVED] How to define a ticket notification filter using a DynamicField-ITSMConfigItem field value?
- Replies: 3
- Views: 4022
Re: Ticket notifications - How to define a ticket filter using a DynamicField-ITSMConfigItem?
Curiously the same fields are working in AdminGenericAgent form.
- 07 Aug 2017, 23:01
- Forum: General
- Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
- Replies: 5
- Views: 27757
Re: Sharing Pentaho transformation files for OTRS DW
Uploading a new file. Now with the job definition and using JNDI.
- 07 Aug 2017, 21:02
- Forum: Help
- Topic: [SOLVED] How to define a ticket notification filter using a DynamicField-ITSMConfigItem field value?
- Replies: 3
- Views: 4022
[SOLVED] How to define a ticket notification filter using a DynamicField-ITSMConfigItem field value?
Hi guys, I use DynamicFieldITSMConfigItem add-on from Cape-it (version 5.0.9). In a ticket notification, I'm trying to filter tickets using a dynamic field of type ITSMConfigItem. Under Edit Notification form, the field has no autocomplete. Also the form accept no value no matter what I try to set a...
- 07 Aug 2017, 15:23
- Forum: Patches / Modules
- Topic: DynamicFieldRemoteDB Constrictions
- Replies: 3
- Views: 63307
- 03 Aug 2017, 22:07
- Forum: General
- Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
- Replies: 5
- Views: 27757
[SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
Hi guys,
I just would like to share the KTR files for a OTRS DW I'm working on. This is an on going work.
Staging and OLAP database using PostgreSQL.
Hope share the cube definitions soon.
I just would like to share the KTR files for a OTRS DW I'm working on. This is an on going work.
Staging and OLAP database using PostgreSQL.
Hope share the cube definitions soon.
- 01 Jun 2017, 18:42
- Forum: Help
- Topic: Process management -> IF NOT condition
- Replies: 6
- Views: 3278
Re: Process management -> IF NOT condition
Or maybe:
Code: Select all
^(?!word1|word2).*$
- 31 May 2017, 15:42
- Forum: General
- Topic: [SOLVED] Send an e-mail without create an article
- Replies: 2
- Views: 1623
Re: Send an e-mail without create an article
Thank you jojo,
Maybe I could use the add on (made by Cape-IT) to delete the article after sending the e-mail.
Maybe I could use the add on (made by Cape-IT) to delete the article after sending the e-mail.
- 30 May 2017, 17:49
- Forum: General
- Topic: [SOLVED] Send an e-mail without create an article
- Replies: 2
- Views: 1623
[SOLVED] Send an e-mail without create an article
Good day everyone! I got a situation where an agent in a certain queue should send some passwords and a message to a customer. There is already a template which easies that. But the article is saved in the ticket and so the passwords. So any agent with read permissions could get access to the custom...