Search found 61 matches
- 21 Sep 2023, 16:08
- Forum: Help
- Topic: Malformed article causing 100% CPU & multiple apache instances
- Replies: 0
- Views: 3958
Malformed article causing 100% CPU & multiple apache instances
Znuny 6.4 CentOS Linux release 7.9.2009 MariaDB 5.5.68 Perl 5.16.3 O365 Mailboxes using OAuth2 for fetchmail. Hi, We've been having a strange problem in that when email tickets are opened from a particular customer our Znuny server goes to 100% CPU and runs 5-6 instances of apache. We have 4 process...
- 21 Sep 2023, 15:48
- Forum: Help
- Topic: Generic Agent not Archiving tickets
- Replies: 1
- Views: 1388
Re: Generic Agent not Archiving tickets
I eventually figured out that by filtering on the 'Last Change time', rather the the 'Closed Time', this works.
Thanks anyway.
Thanks anyway.
- 12 Sep 2023, 16:58
- Forum: Help
- Topic: Generic Agent not Archiving tickets
- Replies: 1
- Views: 1388
Generic Agent not Archiving tickets
Znuny 6.4 CentOS Linux release 7.9.2009 MariaDB 5.5.68 Perl 5.16.3 O365 Mailboxes using OAuth2 for fetchmail. Hello again, Some time ago I set up a generic agent job to set all tickets that have been closed for more than 6 months to 'Archived'. I've also set a bunch of additional new Ticket States, ...
- 11 Aug 2023, 16:35
- Forum: General
- Topic: Bug? in Communications log
- Replies: 0
- Views: 5000
Bug? in Communications log
Znuny 6.4 CentOS Linux release 7.9.2009 MariaDB 5.5.68 Perl 5.16.3 O365 Mailboxes using OAuth2 for fetchmail. Hi, I've found that while fetchmails (MailAccountFetch) are set to timeout at 600 seconds, and it seems that the connection are shutting down. The time of the shutdown is never entered as th...
- 11 Aug 2023, 16:21
- Forum: Help
- Topic: Open Communications/Failing Fetchmails
- Replies: 18
- Views: 7814
Re: Open Communications/Failing Fetchmails
Thanks Roy!
- 03 Aug 2023, 18:08
- Forum: Help
- Topic: Open Communications/Failing Fetchmails
- Replies: 18
- Views: 7814
Re: Open Communications/Failing Fetchmails
Thanks for your reply. We have 45 mailboxes to fetch from Exchange Online using IMAPS/OAUTH2. Most fetches take about 8-10 seconds per email, with 0-15 emails per fetch, sometimes more. If any one of the fetches runs for long time, all the other fetches are delayed and can run the entire sequence of...
- 02 Aug 2023, 17:54
- Forum: Help
- Topic: Open Communications/Failing Fetchmails
- Replies: 18
- Views: 7814
Re: Open Communications/Failing Fetchmails
Hi again.... Any answer for how to decrease the Fetchmail timeout (600 seconds)? We're occasionally getting duplicate emails: if a sequence of Fetchmails exceeds 10 minutes, a new sequence starts. That means that there can be 2 connections to the same mailbox downloading the same email. I know that ...
- 27 Jun 2023, 22:04
- Forum: Help
- Topic: Open Communications/Failing Fetchmails
- Replies: 18
- Views: 7814
Re: Open Communications/Failing Fetchmails
Hi, Another (related) question: The timeout for each fetchmail session is 600 seconds. It takes about 10 seconds per email, and only downloads a maximum of 15 emails per session. So it takes about 180 seconds per session at most. Is there anyway to decrease the timeout for the fetchmail sessions? I'...
- 27 Jun 2023, 21:20
- Forum: Help
- Topic: Open Communications/Failing Fetchmails
- Replies: 18
- Views: 7814
Re: Open Communications/Failing Fetchmails
Thanks to everyone for your responses.
We'll test switching to IMAPS or POP3S Thursday when our email admin is back from holidays...
Thanks again!
We'll test switching to IMAPS or POP3S Thursday when our email admin is back from holidays...
Thanks again!
- 21 Jun 2023, 17:52
- Forum: Help
- Topic: Open Communications/Failing Fetchmails
- Replies: 18
- Views: 7814
Open Communications/Failing Fetchmails
Znuny 6.4 CentOS Linux release 7.9.2009 MariaDB 5.5.68 Perl 5.16.3 O365 Mailboxes using OAuth2 for fetchmail. Hi, In the Znuny Communication Log we have 89 open communications. The oldest one has been open for more than 8 hours. I expected a timeout of 600 seconds. When I run the sql query below, I ...
- 18 May 2023, 16:45
- Forum: Help
- Topic: .wav file attachments being named to unknown in Znuny
- Replies: 5
- Views: 597
Re: .wav file attachments being named to unknown in Znuny
Hi,
Please review the Private Message that I sent to 'Root'.
Thanks!
Please review the Private Message that I sent to 'Root'.
Thanks!
- 17 May 2023, 22:31
- Forum: Help
- Topic: .wav file attachments being named to unknown in Znuny
- Replies: 5
- Views: 597
Re: .wav file attachments being named to unknown in Znuny
So far I've found that this issue began when we switched from fetching mail via POPTLS from our Exchange OnPremise server to fetching via IMAPTLS/OAuth2 from the Exchange Online server.
- 15 May 2023, 15:38
- Forum: Help
- Topic: .wav file attachments being named to unknown in Znuny
- Replies: 5
- Views: 597
Re: .wav file attachments being named to unknown in Znuny
Hi, I can't find the Communication log in text form on the server itself. Where is it located? This is a cut & Paste from the Znuny web interface, with my ID information removed. Does this help? 1 Kernel::System::PostMaster From: "Cisco Unity Connection Messaging System" <unityconnecti...
- 12 May 2023, 22:46
- Forum: Help
- Topic: .wav file attachments being named to unknown in Znuny
- Replies: 5
- Views: 597
.wav file attachments being named to unknown in Znuny
Znuny 6.4 CentOS Linux release 7.9.2009 MariaDB 5.5.68 Perl 5.16.3 Hi, Voice mail files (VoiceMessage.wav) fetched as attachment to emails are being renamed to 'unknown' in Znuny. We recently migrated the mailbox to Exchange Online and OAuth2 authentication. All other type of attachments are O.K. Wh...
- 24 Mar 2023, 21:48
- Forum: Help
- Topic: procedure for upgrading OTRS 6.0 to Znuny 6.1
- Replies: 19
- Views: 4697
Re: procedure for upgrading OTRS 6.0 to Znuny 6.1
Hi,
Just wanted to say thanks for your help. I've successfully upgraded out Production system to Znuny 6.4, and switched to OAuth2!
Thanks again!
Just wanted to say thanks for your help. I've successfully upgraded out Production system to Znuny 6.4, and switched to OAuth2!
Thanks again!
- 13 Jan 2023, 19:13
- Forum: Help
- Topic: procedure for upgrading OTRS 6.0 to Znuny 6.1
- Replies: 19
- Views: 4697
Re: procedure for upgrading OTRS 6.0 to Znuny 6.1
Hi, I ran otrs.Console.pl Maint::PostMaster::MailAccountFetch --debug MailAccountFetch.debug.txt To summarize: ERROR: 3 BAD User is authenticated but not connected. at /usr/share/perl5/vendor_perl/Mail/IMAPClient.pm line 1364. ERROR: 3 BAD User is authenticated but not connected. at /usr/share/perl5...
- 13 Jan 2023, 18:22
- Forum: Help
- Topic: procedure for upgrading OTRS 6.0 to Znuny 6.1
- Replies: 19
- Views: 4697
Re: procedure for upgrading OTRS 6.0 to Znuny 6.1
Hello again! It looks like we're almost there...but... We opened port 143 & 993 on our external firewall and the fetchmail seems to connect, but it does not download any emails. The Znuny system logs shows that it opens the connection, but has an error: [Fri Jan 13 11:13:44 2023][Error][Kernel::...
- 05 Jan 2023, 22:46
- Forum: Help
- Topic: procedure for upgrading OTRS 6.0 to Znuny 6.1
- Replies: 19
- Views: 4697
Re: procedure for upgrading OTRS 6.0 to Znuny 6.1
Hi, It turned out to be the firewall on the Server - I could have sworn that the firewall (IPTables) was shut off in OTRS, but that was many versions ago. I entered: firewall-cmd --permanent --zone=public --add-service=https firewall-cmd --reload and it worked!! Yipee!!! Now I just have to figure ou...
- 05 Jan 2023, 20:47
- Forum: Help
- Topic: procedure for upgrading OTRS 6.0 to Znuny 6.1
- Replies: 19
- Views: 4697
Re: procedure for upgrading OTRS 6.0 to Znuny 6.1
Roy,
Thanks for the Reply. I don't need JWT.
But I still need help figuring out why https isn't working.
Any ideas?
Thanks,
Rich
Thanks for the Reply. I don't need JWT.
But I still need help figuring out why https isn't working.
Any ideas?
Thanks,
Rich
- 05 Jan 2023, 18:39
- Forum: Help
- Topic: procedure for upgrading OTRS 6.0 to Znuny 6.1
- Replies: 19
- Views: 4697
Re: procedure for upgrading OTRS 6.0 to Znuny 6.1
Hello again...
I found that I didn't have Crypt::OpenSSL::X509 installed, so I installed it and rebooted, but still no luck...
Any ideas?
Thanks again!
I found that I didn't have Crypt::OpenSSL::X509 installed, so I installed it and rebooted, but still no luck...
Any ideas?
Thanks again!
- 05 Jan 2023, 18:11
- Forum: Help
- Topic: procedure for upgrading OTRS 6.0 to Znuny 6.1
- Replies: 19
- Views: 4697
Re: procedure for upgrading OTRS 6.0 to Znuny 6.1
Hi, I'm still not quite there yet.... Our email admin set all the parameters for creating the OAuth2 Configuration in OTRS, he clicked the 'Request New Token', entered his credentials & MFA info and everything seemed to be working, but when the application tried to connect to the OTRS server wit...
- 28 Dec 2022, 18:41
- Forum: Help
- Topic: procedure for upgrading OTRS 6.0 to Znuny 6.1
- Replies: 19
- Views: 4697
Re: procedure for upgrading OTRS 6.0 to Znuny 6.1
Thanks again!
- 28 Dec 2022, 17:00
- Forum: Help
- Topic: procedure for upgrading OTRS 6.0 to Znuny 6.1
- Replies: 19
- Views: 4697
Re: procedure for upgrading OTRS 6.0 to Znuny 6.1
Hi, Things are moving along well, except that I'll have to wait until my company's mail admin gets back from holidays to download a new OAuth2 token... Meanwhile, could you answer this question? There is one more field in the 'Exchange Online' OAuth2 template that is not mentioned in the instruction...
- 22 Dec 2022, 23:20
- Forum: Help
- Topic: procedure for upgrading OTRS 6.0 to Znuny 6.1
- Replies: 19
- Views: 4697
Re: procedure for upgrading OTRS 6.0 to Znuny 6.1
Thanks...that worked!
- 22 Dec 2022, 22:27
- Forum: Help
- Topic: procedure for upgrading OTRS 6.0 to Znuny 6.1
- Replies: 19
- Views: 4697
Re: procedure for upgrading OTRS 6.0 to Znuny 6.1
Hi, I've successfully upgraded from OTRS 6.0 to Znuny 6.3 on our Dev system, but when I try to upgrade to 6.4 I'm getting an error when running "otrs.checkmodules.pl --all": "iCal::Parser.....................Not installed! To install, you can use: 'yum install "perl(iCal::Parser)...
- 08 Nov 2022, 23:28
- Forum: Help
- Topic: procedure for upgrading OTRS 6.0 to Znuny 6.1
- Replies: 19
- Views: 4697
Re: procedure for upgrading OTRS 6.0 to Znuny 6.1
Nevermind about moving the article partition to /opt/data/article. I did it on my Dev system without any issues - just had to set ownership and perms with chown & chmod. But if you could tell me whether to move the /opt/otrs to /opt/otrs-old before running yum -y install, it would be greatly app...
- 08 Nov 2022, 17:24
- Forum: Help
- Topic: procedure for upgrading OTRS 6.0 to Znuny 6.1
- Replies: 19
- Views: 4697
Re: procedure for upgrading OTRS 6.0 to Znuny 6.1
Thanks for the advice! I'm going to try moving the article partition from /opt/otrs/var/article to /opt/data/article as you suggested before I do any upgrade. Next I'll run: /opt/otrs/bin/otrs.Console.pl Admin::Config;:Update --setting-name Ticket::Article::Backend::MIMEBase::ArticleDataDir --value ...
- 01 Nov 2022, 20:48
- Forum: Help
- Topic: procedure for upgrading OTRS 6.0 to Znuny 6.1
- Replies: 19
- Views: 4697
procedure for upgrading OTRS 6.0 to Znuny 6.1
Hi, I'm running the following: OTRS 6.0.27 CentOS 7.3.1611 MariaDB 5.5.60 Perl 5.16.3 I need to upgrade it to Znuny 6.1, and eventually to Znuny 6.4 (for OAuth2) I tried follow the instructions at: https://doc.znuny.org/manual/releases/installupdate/update/update-6.1.html However, when I ran 'yum up...
- 12 Aug 2020, 19:57
- Forum: General
- Topic: Notifications for Out of Office
- Replies: 9
- Views: 3474
Re: Notifications for Out of Office
That's a good question.
This is what the dept. manager requested. I'm just an IT worker trying to do what I'm asked.
I think that unlocking the tickets for out of office agents would be a better idea, but I'm waiting for what the business people have to say.
Thanks.
This is what the dept. manager requested. I'm just an IT worker trying to do what I'm asked.
I think that unlocking the tickets for out of office agents would be a better idea, but I'm waiting for what the business people have to say.
Thanks.
- 11 Aug 2020, 16:23
- Forum: General
- Topic: Notifications for Out of Office
- Replies: 9
- Views: 3474
Re: Notifications for Out of Office
I've suggested the Ticket Unlock to the manager that requested this and was told to hold off 'till next week for them to decid if that's what they want.
So I'll let you know if I need further assistance at that time.
Thanks everyone for your help!
So I'll let you know if I need further assistance at that time.
Thanks everyone for your help!
- 10 Aug 2020, 17:58
- Forum: General
- Topic: Notifications for Out of Office
- Replies: 9
- Views: 3474
Notifications for Out of Office
OTRS 6.0.27
CentOS 7.3.1611
MariaDB 5.5.60
Perl 5.16.3
Hi,
Could anyone tell me if it's possible to send an email notification to the customer when a new article is created and the ticket owner is Out of Office?
Thanks,
Rich
CentOS 7.3.1611
MariaDB 5.5.60
Perl 5.16.3
Hi,
Could anyone tell me if it's possible to send an email notification to the customer when a new article is created and the ticket owner is Out of Office?
Thanks,
Rich
- 24 Feb 2020, 22:06
- Forum: Help
- Topic: Blank email Body
- Replies: 6
- Views: 1421
Re: Blank email Body
Thanks, but I was just told that this was a one off issue...I had thought that it was recurring...
So if it happens again, I'll set the logging level to debug and see if I can get more info.
Thanks for your help on this!
So if it happens again, I'll set the logging level to debug and see if I can get more info.
Thanks for your help on this!
- 24 Feb 2020, 19:29
- Forum: Help
- Topic: Blank email Body
- Replies: 6
- Views: 1421
Re: Blank email Body
Yes, there seems to be an article. It has a .pdf attached that we can down load & open: MariaDB [otrs]> select id, tn, title from ticket where tn = 2020021911005578; +-----+------------------+-----------------------------------------------+ | id | tn | title | +-----+------------------+---------...
- 24 Feb 2020, 16:41
- Forum: Help
- Topic: Blank email Body
- Replies: 6
- Views: 1421
Re: Blank email Body
When we have a blank message body we get the error box in the attached file. Clicking on details does nothing....
- 21 Feb 2020, 23:37
- Forum: Help
- Topic: Blank email Body
- Replies: 6
- Views: 1421
Blank email Body
OTRS 6.0.20 CentOS 7.3.1611 MariaDB 5.5.60 Perl 5.16.3 Hi, When we get a valid email with a blank/null message body and valid attachment (.pdf), in the agents view of the article we get a hideous error message. In our old OTRS 3 system we'd get a message that said "- no text message => see atta...
- 04 Feb 2020, 21:41
- Forum: General
- Topic: Recommended Security Updates for CentOS 7
- Replies: 1
- Views: 764
Recommended Security Updates for CentOS 7
OTRS 6.0.20 CentOS 7.3.1611 MariaDB 5.5.60 Perl 5.16.3 Hi, What is recommended for CentOS 7 Security updates when running OTRS 6? Should I install the yum-plugin-security and run 'yum update --security' on a regular basis? Would setting up Yum_Cron for security updates be recommended per this articl...
- 23 Dec 2019, 23:47
- Forum: Help
- Topic: Pasting from Excel
- Replies: 3
- Views: 1655
Re: Pasting from Excel
That fixed it!
Thanks!
Thanks!
- 23 Dec 2019, 18:09
- Forum: Help
- Topic: Pasting from Excel
- Replies: 3
- Views: 1655
Pasting from Excel
OTRS 6.0.20 CentOS 7.3.1611 MariaDB 5.5.60 Perl 5.16.3 Hi, We're preparing to transfer from using an OTRS 3.x system to OTRS 6.0.20. In our Dev 6 system we found that when when paste an array of cells from excel to a ticket reply template, it does not retain the Cell array format. It just pastes as ...
- 30 Sep 2019, 14:26
- Forum: General
- Topic: How to create a Spam/Close window?
- Replies: 6
- Views: 3583
Re: How to create a Spam/Close window?
No, I didn't....
Thanks!
Thanks!
- 25 Sep 2019, 18:29
- Forum: General
- Topic: How to create a Spam/Close window?
- Replies: 6
- Views: 3583
Re: How to create a Spam/Close window?
OTRS 6.0.20 CentOS 7.3.1611 MariaDB 5.5.60 Perl 5.16.3 Hi, I'm installing a new OTRS 6 system and would like to have a Spam Button that closes the ticket - the same as above. I tried doing exactly as i did before, but without any luck. What I've done is: Create a 'Junk' Ticket state. copied /opt/otr...
- 12 Sep 2019, 17:04
- Forum: Help
- Topic: Disable CustomerID reference in Customer User screen
- Replies: 4
- Views: 1449
Re: Disable CustomerID reference in Customer User screen
That did the trick!
Thanks again!
-Rich
Thanks again!
-Rich
- 12 Sep 2019, 16:39
- Forum: Help
- Topic: Disable CustomerID reference in Customer User screen
- Replies: 4
- Views: 1449
Re: Disable CustomerID reference in Customer User screen
In both the OTRS 3 & 6 system's Config.pm there's no reference to CustomerUser. The only changes that have been made are for LDAP authentication to our Active Directory.
So I guess the answer is that we're using the defaults.
Thanks!
So I guess the answer is that we're using the defaults.
Thanks!
- 12 Sep 2019, 16:21
- Forum: Help
- Topic: Disable CustomerID reference in Customer User screen
- Replies: 4
- Views: 1449
Disable CustomerID reference in Customer User screen
OTRS 6.0.20 CentOS 7.3.1611 MariaDB 5.5.60 Perl 5.16.3 Hi, I'm installing a new OTRS 6 server. On our old OTRS 3 server, entering a new 'Customer User' does not require that the 'CustomerID' already exist as a 'CustomerCompany'. We just enter the Customers email address in the 'CustomerID' box. In t...
- 17 Jan 2018, 18:06
- Forum: General
- Topic: Latest OTRS & CentOS versions
- Replies: 4
- Views: 2382
Re: Latest OTRS & CentOS versions
BTW - Any additional information that would help me convince my boss to purchase the OTRS business solution services would be appreciated.
I did the upgrade from OTRS 3.10 on Windows to 3.12 on CentOS...and I seriously DO NOT want to go thru anything like that again!
I did the upgrade from OTRS 3.10 on Windows to 3.12 on CentOS...and I seriously DO NOT want to go thru anything like that again!
- 17 Jan 2018, 18:02
- Forum: General
- Topic: Latest OTRS & CentOS versions
- Replies: 4
- Views: 2382
Latest OTRS & CentOS versions
Hi, Last night we tried installing the latest updates for CentOS 6.5 on our OTRS Dev. server. The server was unable to boot after that, so we restored it from backup. I'm going to try to use this incident to convince my boss that we should purchase the OTRS Business solutions support. He's previousl...
- 13 Nov 2017, 19:42
- Forum: Help
- Topic: HTML in Notifications
- Replies: 1
- Views: 997
HTML in Notifications
Hi, I need to embed HTML in the Notifications (events) messages that are sent to our customers. The notification control only allows text and OTRS tags. Is there anyway to change to control to allow HTML (like the Auto responses/Response control)? My system info is: OTRS Version: 3.3.12 OS: CentOS 6...
- 31 Aug 2017, 15:41
- Forum: General
- Topic: Multi-Domain (LDAP) Authentication
- Replies: 1
- Views: 8139
Multi-Domain (LDAP) Authentication
OTRS Version: 3.3.12 OS: CentOS 6.5 Database: mySQL 6.5 Perl Version: Perl 5.10.1 Hi, We're in the process of migrating our A/D domain into our HQ's domain. User migrations will be done in phases. We currently have OTRS set to Authenticate to our local domain. As users are migrated, we'll need to Au...
- 06 Apr 2017, 17:39
- Forum: Help
- Topic: How to embed HTML code in Notifications (Event)?
- Replies: 1
- Views: 1093
How to embed HTML code in Notifications (Event)?
OTRS Version: 3.3.12 OS: CentOS 6.5 Database: mySQL 6.5 Perl Version: Perl 5.10.1 Hi, I'm trying to set up a Notification (event) for when tickets are "closed successfully" so that the customers receive an email with an HTML link to another website. I've tried using the <OTRS_CONFIG_HttpTy...
Spammed!
Hi, This morning one of our OTRS queues was spammed with over 4000 bad messages. I was able to identify the bad messages by the sender's address. I created a new ticket state named 'Spam' with a state type of 'Closed'. I then used mySQL query browser to change all ticket with the customer_id equal t...
- 13 Jan 2017, 16:28
- Forum: General
- Topic: How to create a Spam/Close window?
- Replies: 6
- Views: 3583
Re: How to create a Spam/Close window?
Thanks! That worked, but additionally I had to copy /Kernel/Output/HTML/Standard/AgentTicketClose.dtl to AgentTicketSpam.dtl. Then it all worked great.
Thanks again!
Thanks again!