Znuny Open Source Ticketsystem

zbigniew

try to delete the cache, rebuild the config, and restart the web server. systemctl stop httpd bin/otrs.Console.pl Maint::Config::Rebuild bin/otrs.Console.pl Maint::Cache::Delete bin/otrs.Console.pl Maint::Session::DeleteAll bin/otrs.Console.pl Maint::Loader::CacheCleanup bin/otrs.Console.pl Maint::...

zbigniew

Hello, OTRS 6.0.6 I have just uninstalled FAQ module. Error appears every time I log in and every hour I get error on admin mail. How to fix this error? I searched /opt/otrs directory for files containing FAQ and only found one file referencing to FAQ: /opt/otrs/var/tmp/CacheFileStorable/XML/2/b/2b2...

zbigniew

How to fix this or stop sending mail with error:
Subject: OTRS Scheduler Daemon Cron: MailAccountFetch
Message: Error: Timeout of 600 seconds reached, killing child process!

I found it is send by this configuration item:
Daemon::SchedulerTaskWorker::NotificationRecipientEmail

zbigniew

As you cannot delete users (or what did you do?) you should be able to use the search... I mean users were deactivated ( validity: invalid). Tried to use Search but failed: you are not allowed to choose invalid user as owner. I activated these old accounts to bulk move these tickets to new account ...

zbigniew

OTRS 5.0.20 Generic Agent does not delete spam tickets. I was spam attacked 53 times on all otrs mail accounts, otrs created 53 tickets on all queues. To clean up created job for Generic Agent as root@localhost: Select Tickets->Title: viagra Execute Ticket Commands: Send agent/customer notifications...

zbigniew

Hi, AdminSupportDataCollector says in Support Data Collector that: Invalid Users with Locked Tickets There are invalid users with locked tickets. I know that these users (agents) were deleted. How to find these "Locked Tickets" for "Invalid Users" so I could assign new owner to t...

zbigniew

Hello, OTRS 5.0.12 and earlier. Including OTRS4. I have 8-10 times a day error message: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-01 There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: ERROR: OTRS-otrs.Console.pl-Maint::Post...

zbigniew

Is it possible to create a ticket in otrs with prefilled fields? For example after opening ticket form the mail body is filled in by default with text where agent fills in empty space with additional information.

Is it possible to create new ticket form with different fields?

zbigniew

OTRS 5: Undeliverable: OTRS Scheduler Daemon Cron: MailAccountFetch ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-01 Perl: 5.16.3 OS: linux Time: Wed Feb 24 10:52:35 2016 Message: IMAPS: Auth for user qwerty@qwerty.xyz failed! This message appears several times a day despite the fa...

zbigniew

Thanks for reply. And if you try this from a different ticket, does the ticket ID in the url change? Yes. Tried several ticket numbers and url ticket number changed accordingly. Checked that smtp password is ok (which uses same login/password/host as imap account). So host and login credentials for ...

zbigniew

Yes postfix is installed. yum list installed postfix postfix.x86_64 2:2.6.6-6.el6_7.1 @updates But otrs uses SMTP for sending. Core::Sendmail: SendmailModule: SMTP and have Host, AuthUser, AuthPassword correctly configured. OTRS is sending mail everywhere else except this form at /otrs/index.pl?Acti...

zbigniew

OTRS 5.0.5/5.0.6 on CentOS 6.7 64bit. otrs.CheckModules.pl says I have all modules installed except unused Oracle. I have problem with sending outbound mail from link: /otrs/index.pl?Action=AgentTicketEmailOutbound;TicketID=1 When I click 'Send message' button at the bottom any browser I use instead...

zbigniew

Hello,

OTRS 5.0.6 - menu 'Tickets'->'New phone ticket'. During filling in this form there is 'Service:' combo menu. After selecting something in 'Service:' I would like to have 'Subject:' and 'Text:' auto-filled with predefined text. Is it possible to do? Any hint how to do this?

zbigniew

Yes.

Code: Select all

/opt/otrs/bin/otrs.DeleteCache.pl

run as root solved problem. Thanks for help.

zbigniew

Hello, otrs 4.0.8 updated to 4.0.9, CentOS 7.1.1503 (Core) 64 bit. Installed in Azure cloud. See these errors in log: Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to cloud.otrs.com:443 Can't perform GET on http://ftp.otrs.org/pub/otrs/misc/packages/repository.xml: 5...

zbigniew

Do you know how to make CI type 'Customer' searchable? I can mark in CI definition CI Type => ‘Customer’ Searchable => 1 but search always returns zero results. If I change CI Type to Text search will work but cannot select Customer from LDAP.

zbigniew

CMDB how to update without duplicating entries?
I mean to export periodically data from system and import to otrs CMDB and to avoid duplicates knowing that data are incremental.

zbigniew

How to auto-create ticket every month or quarter? There are scheduled tasks to do every month or quarter. For example quarterly review of server to make sure it is working correctly. Can not find in OTRS option to make it auto-create ticket: "You need to do quarterly server review" to remi...

zbigniew

Hello, just wondering how much memory eats OTRS? So far it ate 1.4GB for 1 user and always used memory is growing. Never goes down so wonder if otrs4 is not memory leaking. CentOS Linux release 7.1.1503 (Core) OTRS 4.0.6+ITSM4.0.6 ps -A --sort -rss -o comm,pmem | head -n 11 COMMAND %MEM /usr/sbin/ht...

zbigniew

After upgrade otrs-3.3.12-01 to otrs-4.0.7-01, Administration->Service View cannot be open - returns error that Support.pm file is missing. This file does not exist because it is not part of otrs4. There is AdminSupport.pm. Searched all files in /opt/otrs did not find any references to Support.pm. D...

zbigniew

Found in OTRS 1.2 mailing list that adding: $Self->{DefaultCharset} = 'utf-8'; to Kernel/Config.pm will help. This partially solves problem. In most cases there is correct encoding but sometimes garbled text jumps in suddenly. Logout/login again fixes this. I think there must be somewhere hostile ch...

zbigniew

Upgrade of otrs-3.3.12-01 to otrs-4.0.7-01 broke encoding of translated strings in gui. perl translator broken? Just exported old database from CentOS5 with otrs-3.2.17-01, archived whole /opt/otrs dir. Created fresh CentOS 7.1.1503 Minimal Install machine. Then installed there otrs-3.3.12-01, overw...

zbigniew

Thanks

zbigniew

OTRS 4.0.6+ITSM I see in logs "Invalid Challenge Token" and do not understand why it appears - application works fine. The code which displays this error message is here: /opt/otrs/Kernel/Output/HTML/Layout.pm Rows 823 and 828 - both inside single function: ChallengeTokenCheck I know there...

zbigniew

Hi, is it possible to do active-active OTRS cluster? (2 otrs work together and share everything) made a OTRS cluster with 2 nodes: app1 app2 db1 db2 app1/2 have otrs 4.0.6 app - they are loadbalanced and share common dns name. /opt/otrs/var directory is shared using NFS. db1/2 is mysql galera cluste...

zbigniew

OTRS 3.2.17 After solving ticket Agent sets Status: Resolved (pending auto close+). How to stop time accounting for such ticket and activate autoclose after 30 days if nothing happens. Tried to set Ticket -> Frontend::Agent Ticket::Frontend::PendingDiffTime to 2592000 = (30 days x 86400 secs, a 1 da...

zbigniew

Hi, cannot change customer. I login as agent, open any ticket, choose 'Customer' from Ticket toolbar link: http://localhost/otrs/index.pl?Action=AgentTicketCustomer;TicketID=1520 Then in window which appears I clean 'Customer user:' field and choose new Customer from LDAP directory. Finally click 'S...

zbigniew

jojo wrote:change the group in sysconfig for the Add customers menu

Thanks for help but mean button not menu. Tried to search sysconfig but there is option to remove menu not button. See:

zbigniew

jojo wrote:don't give normal users the permission on group users

Removing 'users' group membership removes access to several menu elements including those having 'Add customer' button. Do you know a way which only hides this button - not whole menus?

zbigniew

Thanks for help - this code works but effect is exactly the same as Disabled => 1 - can not create ticket after filing form - fails with: Need TicketID! error. So it looks nothing can be done thanks for not giving up and for help.

zbigniew

OTRS 4.0.5 /otrs/index.pl?Action=AdminCustomerCompany;Nav=Agent
How to hide "Add Customer" button for all except admin?

zbigniew

then try pasting this in theory, it should be same result as yours (Disabled => 1) but who knows, give it a try! Thanks but does not work - makes no difference in form outlook - Priority still selectable by user. How about changing combobox to text which will just display calculated priority? This ...

zbigniew

A way should be hidding it. It have to be visible so user can see calculated priority but not modify it. If no better solution will come up I will use yours. Disabled => 1, is great because does exactly what I need - combobox with Priority is visible but not user selectable. When user changes Impac...

zbigniew

Solution: remove parameter: Disabled => 1, File: Kernel/Modules/AgentTicketPhone.pm line 2679 in section: $Param{PriorityStrg} = $Self->{LayoutObject}->BuildSelection( Data => $Param{Priorities}, Name => 'PriorityID', SelectedID => $Param{PriorityID}, SelectedValue => $Param{Priority}, Translation =...

zbigniew

OTRS ITSM 4.0.5 /otrs/index.pl?Action=AgentTicketPhone When create new Phone ticket it fails with system error:Need TicketID! In logs see: Fri Feb 20 19:25:32 2015 error OTRS-CGI-20 Need TicketID! Fri Feb 20 19:25:32 2015 error OTRS-CGI-20 Need ObjectID! Fri Feb 20 19:25:32 2015 error OTRS-CGI-20 Ne...

zbigniew

Is it possible to do ACL filtering for limiting content of NextState field? Tried and failed to hide manually added state called: 'Cancelled' - ACL does nothing:
Properties->Frontend->Action->ExactMatch->AgentTicketPhone
PossibleNot->Ticket->NextState->ExactMatch->Cancelled

zbigniew

/otrs/index.pl?Action=AgentTicketPhone
Next ticket state: default is 'open'
How to set default value to NULL and make this field required to choose something?

zbigniew

Use Frontend for Match Thanks @jojo. Not so easy but solved this task. Properties->Fronted->Action->Exact match->AgentTicketPhone PossibleNot->Ticket-> Type ->My mail message This type in red is a trap: in html source is TypeID field. Using it makes ACL inactive. You have to use Type as field name ...

zbigniew

jojo wrote:ACL is correct. You have to choose as the Action AgentTicketPhone as Match criteria.

Yes but can not choose 'Action' from ACL menu and this is problem I have.

zbigniew

Hi, there are 2 types of ticket forms: /otrs/index.pl?Action=AgentTicketPhone and /otrs/index.pl?Action=AgentTicketEmail they use common ticket types defined here: /otrs/index.pl?Action=AdminType I need to hide Ticket type (TypeID) entry named: ' My mail message' in AgentTicketPhone but keep it visi...

zbigniew

Thanks @jojo - works great. Topic can be closed now.

zbigniew

Found TextArea - easy:
Input => {
Type => 'TextArea',
},

Only LDAP field is still missing....
Is it possible to have it?

zbigniew

OK. Solved. Source of the problem: In /otrs/index.pl?Action=AdminDynamicField I have renamed key/index/value fields for ITSMImpact and ITSMCriticality dynamic fields from default values: '1 very low' , '2 low', '3 normal' to my own. Solution: restored original values. Recommendation: do not change k...

zbigniew

/otrs/index.pl?Action=AdminITSMConfigItem How to add CI Class definition: Input => { Type => 'Text', Size => 50, MaxLength => 50, }, the following fields instead of 'Text': 'TextArea' (square box to input multi line text e.g. comment or description) 'ldap' field (so I can add to form a user from lda...

zbigniew

Thanks @jojo. Topic can be closed.

zbigniew

OTRS4/ITSM/CMDB: Where CI number is defined? For first entry CI number: 20138000001 was created. I uderstand 000001 because this is first entry but from where fixed id prefix: 20138 was taken? It looks ConfigItemID variable stores this value but can not reach it from /otrs/index.pl?Action=AdminSysCo...

zbigniew

Thanks @jojo for help. How to remove: 'Desc' => 'Define the service comment 2.' ,? 'Desc' => 'Define the service comment 2.', shows text: (Define the service comment 2.) under text input field. When removed this line I see empty () under text field. When done: 'Desc' => 0, text: (0) was displayed. H...

zbigniew

OTRS 4.0.2 Admin->Services->Add service: I need to add 4 text fields to 'Add Service' similar to Comment: field. To make this possible: - added 4 new varchar(250) columns to otrs database->service table in MySQL; - added text fields to AdminService.tt file so they are visible in web browser. <div cl...

zbigniew

OTRS 4.0.2 Tried in: Admin->'Criticality <-> Impact <-> Priority' to change priorities in combo boxes. After clicking 'Submit' everything goes back to default values of first value in combobox and see in OTRS log: "error OTRS-CGI-20 Need AllocateData! and in Apache error.log see this: Message: ...

zbigniew

These commands will help you diagnose problems with network: This one tests pop3s on port 995: openssl s_client -connect mail.example.com:995 This one tests pop3s on port 110: openssl s_client -crlf -connect mail.example.com:110 -starttls pop3 If you get timeout you are blocked on the network: firew...

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