Znuny Open Source Ticketsystem

zyousafi

The OTRS server was abnormally shutdown due to a power outage. Since then the IT team was able to restore the networking error; however the OTRS server is now giving me the following error: Error Details Backend ERROR: OTRS-CGI-93 Perl: 5.10.1 OS: linux Time: Tue Dec 8 16:32:21 2015 Message: could n...

zyousafi

The PHP application is on another server. Is there an IP restriction in OTRS that doesn't allow external connections via PHP or other third-party applications? Meaning OTRS only allows the localhost to connect to the DB. Maybe there is a setting I need to update or something. There's no firewall tha...

zyousafi

Okay well that's interesting. When I evaluated "Age" it seems it only counts working hours. The working hours that the user defines in the calendar. I will look at the code you shared again and track it in the system.

zyousafi

The appliance has now been in production for several months. It's on its own server in the datacenter and it has been performing extremely well. Is there anyway to connect to it the way I am looking to connect?

zyousafi

I want "Age" as it is calculated in the system. Yes it's "Now () - CreateTime" however it takes the settings in the calendar into consideration. Is there anyway to do that via the DB.

zyousafi

I am trying to create a dashboard in PHP that is based on the data in OTRS. Unfortunately the dashboards available in OTRS, out of the box, just aren't that appealing. I have created my desired report via SQL; however I cannot get PHP to connect to the OTRS Appliance DB. I have tried using ssh2_conn...

zyousafi

yes crythias my SQL skills will be put to the test; however I have a team of professionals who can help me with that. they just don't know have enough knowledge about OTRS and they don't know where that information would be stored. is there a way to be able to calculate this via SQL? what i, or my c...

zyousafi

Where can I find the API of the TimeObject RStraub? Let's say I find the API of the TimeObject, could I make this calculation via the DB directly? Or would I need to execute Perl script for it?

zyousafi

Thank you for the prompt response crythias; however the problem with that is non-working hours would be considered as well. I want to calculate "Age" as it is being calculated in the system (i.e. now minus create date minus non-working hours). Any idea how I can do that?

zyousafi

I have written an extremely complex SQL query and I want to create a customized report in OTRS with it. How can I go about doing this? I have looked through all of the *.pm files and I was unable to find any where I could simply enter a query and run that report from the system itself. Right now I a...

zyousafi

thank you eandrex for the incredibly simple solution!

that worked like a charm and it got me logged back into the system.

zyousafi

Yes I recently upgraded OTRS; however I don't think that's the cause for two reasons. The reasons are as follows: 1) I was still able to login for a day or two after I upgraded OTRS 2) Several of my colleagues are still able to login to OTRS right now. I can use their login on my PC and it works jus...

zyousafi

I am glad you are German as well! :) My system language is in English. Shouldn't the error messages be in English as well? I guess that's a different topic and I can focus on that later. Thank you for pointing me to the actual problem. Now that's just strange because many people within the organizat...

zyousafi

Okay so this is the output I am getting from the "error.log" file: [Thu Oct 1 16:53:29 2015] Defaults.pm: Subroutine LoadDefaults redefined at /opt/otrs//Kernel/Config/Defaults.pm line 40. [Thu Oct 1 16:53:30 2015] Defaults.pm: Subroutine Get redefined at /opt/otrs//Kernel/Config/Defaults....

zyousafi

Okay so I ran that particular script; however I am still getting the same "Session Invalid ID" error. What should I do now?

zyousafi

There is no session in the URL. I checked that before and after you highlighted it I checked it again. I found the script when I connected to the OTRS server via FileZilla; however I don't know how to actually execute the script. How do I go about executing the script? I can connect to the OTRS serv...

zyousafi

Thank you for the prompt response crythias. You got me thinking in the right direction. What I did to fix this issue was that I connected to the database and I went into the "notifications" table. When I got there what I saw was that the "notification_type" for this particular fi...

zyousafi

Okay so I have a really weird issue. I keep getting a "Session ID is Invalid" error when I try logging in and I am the Administrator of the application. I think what happened is that I was logged in when I left the shift yesterday and for some reason the servers shutdown (i.e. most likely ...

zyousafi

Okay so something really strange happened. I was making some HTML for the default agent notifications in OTRS; however it seems in the process, and I have no idea how this happened, the "Agent::OwnerUpdate" was deleted. I can see the notification in the list; however when I click on the no...

zyousafi

Yes I am aware of that but I can't pull any data from the "ticket_history" table using the "Statistics" module. How can that information readily be available? The actual use case is I want to count how many times a ticket was reopened after it was closed. There was no straightfor...

zyousafi

I want to enter the date and time the "Generic Agent" runs a particular task into a dynamic field that I have created. I have tried the following: localtime() "localtime()" 'localtime()' $localtime() $time{"localtime()"} /"localtime()"/ The "Generic Agent...

zyousafi

Thank you very much aph and crythias for all of your help! Okay so here is what I did and this is working great for the company thus far: *I changed the state_type of the "Open" state from "Open" to "Pending Auto" *I created two new states. The "In Progress" s...

zyousafi

Is there any solution for this?

zyousafi

That's correct

zyousafi

Well I want to be able to greet the recipient agent, via the event-based notification module, with his/her first name. That makes the notification more personal and more meaningful. Can I send a notification to the recipient agent today without greeting him/her with his/her first name? Yes. Do I thi...

zyousafi

Okay so crythias it seems I have not done a good job explaining what I am actually trying to do. When a new ticket is created and notifications are sent to everyone the first time life is good and everything is working as expected; however in a real-world scenario what happens is that people forget ...

zyousafi

That's not cool

Is there any way for me to create my own tag?

zyousafi

Yes I completely understand what you are saying crythias; however I want to be able to change the state of a ticket from "Open" to "Pending Reminder" automatically when the "Pending Time" has reached. Unfortunately the GenericAgent does not list this as one of the possi...

zyousafi

Thank you for the detailed response aph :) Okay so I have tried doing the following from the OTRS GUI: *I have added the "open" state to the Ticket::PendingReminderStateType variable in SysConfig > Core::Ticket (Defines the state type of the reminder for pending tickets.) *I have added the...

zyousafi

What is the tag for "Recipient Agents" when setting up Event-Based Notifications? I have tried the following tags and they are not yielding the expected results: <OTRS_AGENT_UserFirstname> <OTRS_FIRST_NAME> <OTRS_CURRENT_UserFirstname> Any ideas? I have looked through the documentation for...

zyousafi

Thank you for the prompt response. Yes I have noticed that; however is there anyway to make this automatic? The reason I ask is because we have trouble with people keeping track of everything they need to do. It's ironic the only way they will receive reminders is if they remember to login and set t...

zyousafi

Okay so can OTRS change the state of a ticket from "Open" to "Pending Reminder" automatically when the "Pending Date" has reached? Right now the agent has to manually select "Pending Reminder" for the repeated notifications to kick in and that just seems troub...

zyousafi

Okay well that's not exactly what I am looking for. I was just hoping there was a simple setting I was missing and I could simply turn the notifications on/off like a switch.

zyousafi

What does this patch do?

zyousafi

Seriously? Can't I delete these notifications from the database or something?

zyousafi

Trying to understand all of the default agent notifications in OTRS is an extremely complicated task; therefore I have created my own notifications for each of the events I want to send notifications for. Unfortunately, in some cases, agents are now receiving two notifications for one event. How can...

zyousafi

Issue resolved. I gave "Admin" access to another group (i.e. the group was called "gccr") within OTRS via the "ZZZAAuto.pm" file. I logged in with that user. Gave myself the rights I needed. Thank you crythias for all of your help!

zyousafi

I thought if I was able to enable the "root@localhost" user then I would get the access that I needed; however that just hasn't been the case. The default "root@localhost" user does not have the "Admin" tab nor does the "admin" user that I created for myself.

zyousafi

Yes I have an "admin" user but the "admin" user does not have access to the "Admin" tab. That's what the issue is. Basically I have been "locked" out of my own system...

zyousafi

zyousafi

I disabled Agent<>Group Relations via the "SysConfig" option. The logic was that groups were going to be used for access rights and roles were going to be used for assigning those access rights to agents therefore I only needed the Agent<>Role Relations and not the Agent<>Group Relations. ...

zyousafi

zyousafi

Thank you for all of the help you guys but it seems the problem is far bigger than I originally thought. I was able to access the database with your help and I was able to change the validity of the "root@localhost" user; however it seems that the "root@localhost" user has lost &...

zyousafi

Well RStraub I get a message that says:

Code: Select all

User - added. User id is 19.

That's great and thank you for that but when I try logging in with the username "admin" and the password "12" I get an error message that says the username or password your entered is incorrect.

zyousafi

Thank you for pointing me in the right direction; however I am getting another error now: login as: root root@192.168.0.225's password: Linux otrs 3.2.0-0.bpo.4-amd64 #1 SMP Debian 3.2.63-2+deb7u1~bpo60+1 x86_64 The programs included with the Debian GNU/Linux system are free software; the exact dist...

zyousafi

Hi crythias, Thank you for helping me connect to the database. I have tried running the update query but the user is still not logging in so that leads me to believe the query has not run successfully. I then tried creating a new user; however that user won't login either. Here's the entries that I ...

zyousafi

I tried but I am getting the following error: login as: root root@192.168.0.225's password: Linux otrs 3.2.0-0.bpo.4-amd64 #1 SMP Debian 3.2.63-2+deb7u1~bpo60+1 x86_64 The programs included with the Debian GNU/Linux system are free software; the exact distribution terms for each program are describe...

zyousafi

Hi RStraub, I am not using MySQL unfortunately. I am using PostgreSQL as that was the default database when I installed OTRS using the OTRS Appliance. Basically the setup is that I installed the OTRS Appliance on the Oracle VM VirtualBox. I can connect to all of the files using FileZilla; however I ...

zyousafi

Hi RStraub, Thank you for the prompt response. I am sorry I don't quite understand what you mean. How do I use that script to "fix" the user? Meaning how do I execute the script? I am sorry but I am a newbie and I don't quite understand how to "fix" the user. Regards, Zohair Yous...

zyousafi

I was playing around with access rights and unfortunately I removed the "Admin" access rights from my user. I had also disabled the "root@localhost" user by making it "invalid" in the system. How can I connect to the database and change the validity of the "root@lo...

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