Znuny Open Source Ticketsystem

JeremyB3ntham

Hi, Is there any functionality that allows an agent read-only access to say the "Agents" module?. I'd like our Helpdesk to be able to check whether or not an Agent is in the system, but don't want them to be able to make any changes. Unfortunately when granting access to the Agents module ...

JeremyB3ntham

Have done, but still no joy.

JeremyB3ntham

I have deleted the main OTRS cache, is there specific way to clear the JS cache?

JeremyB3ntham

Has anyone been able to change the skin for ckeditor? I can see other skins are there (/opt/otrs/var/httpd/htdocs/js/thirdparty/ckeditor-4.5.4/skins/) and have updated the config.js file to have the line: config.skin = 'kama'; in the file, but it doesn't seem to change it. Is it set by default in an...

JeremyB3ntham

Hi,

Does anyone know of a report that can be run, either via the front end or SQL to extract all Agents and what access they have to the system, including: Agent Name, Role, Group and Queue access?

JeremyB3ntham

DId you set the permissions?

bin/otrs.SetPermissions.pl

Also, check the DB connection: bin/otrs.CheckDB.pl

JeremyB3ntham

You should be able to restrict the banner notifications to certain Groups. I have done something similar with other notifications, but making only Admins have access to see them. To hide them completely you could create a new Role, Group, and make that the only Group that has permission to see them ...

JeremyB3ntham

crythias wrote:Note that Transitions are criteria, and Transition Actions are what happens if criteria is matched (besides then going to the next Activity).

Yeah, sorry. I know that just wrote it wrong. Have edited my post.

JeremyB3ntham

It just doesn't create the new ticket. It moves the Process on and performs all Transition Actions that are assigned to the first Transition, but seems to ignore my other Transition Action assigned to my second Transition.

Thanks for the link. I will check that out.

JeremyB3ntham

Is it possible to have multiple Transitions between Activities? Say I have two Activities linked by Transition_1. The linking looks for a 'Yes' or 'No' in a drop-down as I want it to move on regardless of what is chosen. It just needs to move on to the next Activity and change the queue. This is fin...

JeremyB3ntham

Okay, cheers guys. I'll carry on using the front end then. Shame they don't have an official way of doing it though.

JeremyB3ntham

Is it possible to edit a Dynamic Field from the back end:

So, say I have a field set up with lots of drop down options. I want to add lots more rows, but doing it through the GUI can take time, so I wonder if the data is stored on a file somewhere in the system that can be edited?

JeremyB3ntham

When selecting the 'Dynamic Ticket Template' from a new Email or Phone ticket, for two of our four services, we just see the spinning wheel and it never loads the content: dtt.png This only occurs for two of the services we have. For the two other services the 'Dynamic Ticket Template' loads fine. I...

JeremyB3ntham

A bit random but is it possible to change the colour of certain areas of the Ticket, more so the 'Process Information'. I'm looking to make it stand out a bit more and wonder if you can colour the grey background of that header to something else? http://i804.photobucket.com/albums/yy323/jpool81/Proc...

JeremyB3ntham

Could be a GenericAgent. Do you have any of these setup that may be causing it? If so, disable them all and see if it still behaves that way, at least that way you'll know it is one of them.

JeremyB3ntham

Since you are doing minor upgrades, you could fix your problems by reinstalling all your packages in command line perl /opt/otrs/bin/otrs.PackageManager.pl -a reinstall-all if there is a new version of your package, you can update by perl /opt/otrs/bin/otrs.PackageManager.pl -a upgrade -p /path/to/...

JeremyB3ntham

How would I update the add-ons from the command line? As usually I can just reinstall them from Package Manager but as I can't get in i'm a bit stumped.

JeremyB3ntham

Thanks. I updated from 4.0.5

It's strange as running the same upgrade on two other servers worked fine.

JeremyB3ntham

Current Version: 4.0.5 Server: Debian 7.8 I am running into an error after I have upgraded the OTRS Framework. I have downloaded the usual Source package and have run through the upgrade steps as I have done many times, but after everything is done and the web services start and I login I receive an...

JeremyB3ntham

We're running v4.0.5 on Debian and although everything is running fine I am curious about a process that has been running for several days:

Is this normal and does anyone know what it really is?

JeremyB3ntham

We had a similar issue on a CentOS 6 server we setup, and had to disable selinux before we could get to the login page from any other machine.

JeremyB3ntham

Thanks. I figured that. I guess what I now need to know is whether anything special needs to be done on the Linux box in order to see the SAN share?

JeremyB3ntham

We have OTRS running on Liunx (Debian) and we store article data on the file system using, ArticleStorageFS and it's all located on the local machine '<OTRS_CONFIG_Home>/var/article'. I'd like to move this to a SAN. Has anyone had experience in doing this, and if so could you give some guidance and ...

JeremyB3ntham

Sorted it. Was an ISA issue. Rule needed to be tweaked.

JeremyB3ntham

I know there is a similar thread on here about this error, but that is for '(Bad hostname)', this is due to a timeout. [Tue Mar 17 21:32:33 2015][Error][Kernel::System::WebUserAgent::Request][244] Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to cloud.otrs.com:443 (t...

JeremyB3ntham

Yes, so it looks like there was something else going on as we had other issues too: See viewtopic.php?f=62&t=28569&p=115484#p115484

But all sorted now.

JeremyB3ntham

Yep, this seems to have been the cause of it, I have cleaned up all other otrs folders on the system, leaving the /opt/ots/ HOME folder of course, and everything seems to be working normally.

JeremyB3ntham

Well I found an old cron file in /etc/otrs along with some other files and another otrs folder in /var/lib/otrs. No idea where these have come from, most likely the old TurnKey install? Anyway, after removing the old cron file it seems to have sorted it.

JeremyB3ntham

We installed OTRS via a TurnKey appliance and then put OTRS v4 on top and configured everything. It's all working pretty well except we're seeing duplicate tickets for some emails that are fetched. I noticed that when I run 'echo $HOME' as otrs I get: /usr/share/otrs And if i browse to here there is...

JeremyB3ntham

We initially deployed the system via TurnKey with OTRS bundled in, then just upgraded the version of OTRS via the .tar ball. Everything is working fine now, except we're seeing duplicate tickets get created when it's fetching emails. Not every one, just under half that get fetched get a duplicate in...

JeremyB3ntham

I've seen this before when your server can't talk out on https, but is fine on http. You can work around it by editing the CloudService.pm in /Kernel/System/ Line 66 I think, and edit the url to just be 'http://...........'. Not ideal, but gets it working. Can't perform POST on https://cloud.otrs.co...

JeremyB3ntham

Clear your crontab file and stop cron, just to make sure no emails are being fetched by it. If they continue to be fetched afterwards you know something else is running causing the problem.

JeremyB3ntham

Solved this.

It was all down to the 'Advanced Escalations Package' from the portal. The latest version we got from there seemed to cause every issue I mentioned in this thread. As soon as I uninstalled it everything was perfect. Strange one, but it could we contain a bug or two.

JeremyB3ntham

How can this be: PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 3189 mysql 20 0 561m 158m 3456 S 33.3 1.0 4:44.51 /usr/sbin/mysqld --basedir=/usr --datadir=/var/lib/mysql --plugin 4808 otrs 20 0 2643m 2.5g 5792 S 26.3 15.7 3:47.21 /usr/bin/perl /opt/otrs/bin/otrs.PostMasterMailbox.pl 4275 otr...

JeremyB3ntham

Nope, no errors in fetching emails at all. But there a lot of PID errors, but still mail is always fetched.

It seems every service kills the memory or uses lots of it, whatever is available really.

JeremyB3ntham

Thanks, will take a look at that. However, the main culprit now seems to be the 'PostMasterMailbox.pl' which always has multiple processes running. I have cleared, recreated and checked the crontab file and there is only one file for any user, that being OTRS and one listing for it that fetches mail...

JeremyB3ntham

Yes apache2 with mod_perl

Can you tell me more about prefork?

JeremyB3ntham

We have just migrated to OTRS v4.0.5 on Linux Debian and are noticing very high RAM usage which can be seen attached. We are running OTRS on a VM with 8GB RAM and a 6GB linux-swap. The RAM only started spiking once the Cron jobs were started, and we started fetching emails, but they are the same set...

Znuny Open Source Ticketsystem

Search found 38 matches

Read-Only access to Admin areas or Agent details

Re: Change ckeditor skin

Re: Change ckeditor skin

Change ckeditor skin

Agent access report or SQL extract

Re: DBUpdate-to-5.pl fails upgrade from 4.0.1

Re: "Upgrade to OTRS Business Solution Now" notification OTRS 5

Re: Multiple Transitions between Activities

Re: Multiple Transitions between Activities

Multiple Transitions between Activities

Re: Edit a Dynamic Field from the back end?

Edit a Dynamic Field from the back end?

Dynamic Ticket Templates not loading

Changing the Colour of Ticket headings

Re: Pending Auto Close+ opened my ticket

Re: Error after upgrading OTRS Framework

Re: Error after upgrading OTRS Framework

Re: Error after upgrading OTRS Framework

Error after upgrading OTRS Framework

mysql process running for several days

Re: OTRS is not been able access from out side of the installed server

Re: Store article data on a SAN

Store article data on a SAN

Re: [SOLVED] 500 Can't connect to cloud.otrs.com:443 (timeout)

[SOLVED] 500 Can't connect to cloud.otrs.com:443 (timeout)

Re: [SOLVED] High RAM usage and slow UI

Re: Duplicate Tickets issue | $HOME /usr/share/otrs

Re: Duplicate Tickets issue | $HOME /usr/share/otrs

[SOLVED] Duplicate Tickets issue | $HOME /usr/share/otrs

Re: [SOLVED] High RAM usage and slow UI

Re: 500 Can't connect to cloud.otrs.com:443 (Bad hostname)

Re: OTRS 4; Duplicate Emails and Crons not starting.

Re: [SOLVED] High RAM usage and slow UI

Re: High RAM usage and slow UI

Re: High RAM usage and slow UI

Re: High RAM usage and slow UI

Re: High RAM usage and slow UI

[SOLVED] High RAM usage and slow UI