Znuny and ((OTRS)) Community Edition

flippertom

Hi, it never included inline pictures or attachements. I do not know any development or addon. You might use browser print function. (but who is printing something in these days...) Flo Thank you for your reply. Users need to print tickets in pdf format in case it is to be sent to any external supp...

flippertom

Hello,

We are using OTRS 5.
Printing a ticket does not include the inline images from the ticket body.
Is there some way to enable this?

Regards,
Tom.

flippertom

Can you provide more details? What does the notification configuration looks like? Who is supposed to get the notification? Is it an agent? Is it the agent who changes the value? Did you check the system log? Did you check that the ticket filter applies to the ticket? Did you check the ticket histo...

flippertom

Hello,

We are using OTRS 5.
Ticket Notifications set on events for e.g. update of a dynamic field fail sometimes.
This happens at random timings and I'm not able to find the reason from the logs.
Any idea what could be happening or where should I be checking?

Regards,
Tom.

flippertom

jojo wrote: ↑22 Feb 2022, 22:51 Putting a base64 text in a plaitext mail is not a valid base64 encoded mime part. Also Thnderbird or other mailclients will not be able to decode it. Mails using a base64 mime transfer encoding will be decoded.

Understood, Thanks a lot!

flippertom

if there properely encoded OTRS should do this already. Pleas enote that OTRS 5 is without security updates since years and has known vulnerabilties Thank you for the note, we're planning for an upgrade but it will take some time. I just sent an encoded email using echo -n 'Test123' | base64 and th...

flippertom

Hello,

We are using OTRS 5.
One source system needs to send emails which are base64 encoded.
Is it possible to decode these emails when fetching? If yes, any hints for how to achieve this?

Regards,
Tom.

flippertom

Hello, We are using OTRS5. Updates (note, reply etc) on a new ticket reflect instantly. But the same action done on an old ticket (approx. 2 year old ticket) takes a minute to reflect on the ticket and sometimes even gives gateway timeout. What could be the cause of this? DB indexing probably? Regar...

flippertom

Hello, We are using OTRS 5. For some emails, the body gets converted into attachment of type '.eml' and is not displayed in the ticket body as it normally does for other emails. No recent modification has been done in OTRS. Also could not find anything in the code that is responsible for this. Any p...

flippertom

Hello, We are using OTRS 5. The ticket body sometimes has links which do not start with http://. For e.g. some links start with "notes://". Http links appear as clickable URLs but the other ones are not clickable in OTRS although those are clickable in the source emails. These link appear ...

flippertom

Hi, How does the header exactly look? Should be per definition high, normal, low, see also https://www.rfc-editor.org/rfc/rfc4021.html#section-2.1.52 Have you checked the header with the plain view in OTRS? - Roy Thank you so much for this hint!! Although I can see the header set to "1", ...

flippertom

Hello,

We are using OTRS 5.
How to use the mail header 'Importance' to identify mails tagged as important.
I can see the header Importance set to "1" in the mail client but OTRS does not seem to accept it in the mail filters.

Regards,
Tom.

flippertom

root wrote: ↑13 Sep 2021, 11:08 Hi,

Please try "*specificvalue*"

- Roy

Checked this just now. Did not work. Notification did not trigger at all.

Regards,
Tom.

flippertom

root wrote: ↑13 Sep 2021, 10:45 Hi,

What kind of dynamic field? Text, Dropdown, ..

- Roy

Thanks for the reply. It is a text dynamic field.

Regards,
Tom.

flippertom

Hello,

We are using OTRS 5.
Possible to set a notification only on a specific value getting updated in a dynamic text field?
In the ticket notification on event dynamic field update I checked with wildcard *specificvalue* for that dynamic field but it did not work.

Regards,
Tom.

flippertom

Hello,

We are using OTRS 5.
We are transmitting certain information via web services to another system.
The inline images in the body are not sent successfully via the web services.
Has anybody successfully implemented something similar or any tips on how can it be done?

Regards,
Tom.

flippertom

Hello, Check you webserver settings - https://www.cyberciti.biz/faq/linux-unix-bsd-nginx-413-request-entity-too-large/ Checked several such articles and settings but I think I haven't found the correct setting yet. We use apache webserver. I set the value for LimitRequestBody to be unlimited but th...

flippertom

Hello, We are using OTRS 5. When executing an OTRS webservice with attachment we get the error: HTTP/1.1 413 Request Entity Too Large Content-Type=text/plain; charset=UTF-8 Content-Length=24 Connection=close Is this something related to the apache configuration and any clues to how it can be fixed? ...

flippertom

Hello Tom, The daemon stops if you stop it manually or the server restarts. On a server restart, the cron should automatically restart the daemon. Did you execute "bin/otrs.Cron.sh start"? Does your server restart from time to time? Are there any messages in the OTRS or web server log? Be...

flippertom

Hello, We are using OTRS 5. Once a month on random days, OTRS will show the message 'OTRS Daemon is not running'. This started recently. Daemon status command showed that the daemons were running but the summary showed that they were not working. How to troubleshoot this and what are the possible kn...

flippertom

Please let me know if there is any consulting company for OTRS in India?
We have the basic OTRS setup and are looking for further customizations.

Regards,
Tom.

flippertom

Hello, We are using OTRS 5. We're doing some customization in the javascript files. $('#TypeID').val() can be used to fetch the ticket type for the AgentTicketPhone page but it does not get the ticket type on the AgentTicketClose or AgentTicketCompose page. How to fetch the ticket type for such page...

flippertom

Hello, We are using OTRS 5. The fetchmail process usually ends with a message 'Done' on the command line as soon as all the mails are fetched. Recently, it kind of hangs for few minutes after the last mail is imported. 'Done' message takes about 3-5 minutes to appear. This does not happen every time...

flippertom

Hi, You can still using the existing PostMaster Filter. Filtering with .procmailrc is an additional possibility. I would only consider if you're grown up with procmail ;-) - Roy Hello Roy, OK, understood. Thank you for that. I was doing something wrong earlier. Got it to work now. But the mailbox<-...

flippertom

Hello, We are using OTRS 5. We're currently using fetchmail but are thinking of switching to ticket creation via procmail. With a lot of help from users on this forum I was finally able to get the ticket creation via procmail working. But now I'm stuck at the postmaster filters. With fetchmail we ha...

flippertom

Hi, There's a Sysconfig called Ticket::Frontend::AgentTicketPhone::CustomerIDReadOnly - Roy Ok, understood. So this will allow the ticket creator to copy the mail ID into the same field. What I'm looking for is more of a copy functionality where the email ID entered into the customer user field wil...

flippertom

Hello,

We are using OTRS 5.

On the new phone ticket page, if a customer email is entered which is not a part of the customer base (for e.g. personal mail ID) then the customer ID is not set for the ticket.
Is there any setting to allow the customer ID to be set?

Regards,
Tom.

flippertom

Hello, We are using OTRS 5. I need some help with setting up imports via procmail. What are the steps to get it working? Sending mails to local OTRS user does not create tickets. Will fetchmail and procmail work simultaneously? or does one have to stop for the other to work? (say fetchmail from mail...

flippertom

Hello,

We are using OTRS 5.
For some email notifications, there is a limit to the characters in the subject like 'OTRS_CUSTOMER_SUBJECT[24]'.
What is the significance of this number and could there be any negative impact if this number is changed or removed?

Regards,
Tom.

flippertom

Hello,

We are using OTRS 5.
When the queue option is set to 'reject', an article is added but no agent notification is sent.
Cannot find from where this notification is stopped. Any idea how to enable a notification to the agent in case of reject?

Regards,
Tom.

flippertom

Hi, Had this multiple times, all(!) of them were related to network or mail server issues. Did you checked the non otrs related logs? - Roy Thank you for the reply. Not sure if I'm checking the correct logs. I just checked the apache logs and could not find any relevant information. Regards, Tom.

flippertom

Hello, We are using OTRS 5. We have configured a Lotus Notes mailbox for IMAP import of emails. Every now and then any particular email will not get imported into OTRS and causes the process to get stuck. Any ideas on how to go about the troubleshooting or has anyone else experienced this? Regards, ...

flippertom

Hello,

We are using OTRS 5.
Does anyone use any add-on to attach multiple files at once? What is your experience regarding the performance? Any issues faced?
We need to decide if such functionality should be enabled or not.

Regards,
Tom.

flippertom

Hello,

We are using OTRS 5.
Tickets get reopened after a followup from someone who was in copy of the ticket reply.
This seems wrong as only the customer email should reopen the ticket.
How to go about the development of this functionality?

Regards,
Tom.

flippertom

root wrote: ↑03 Oct 2019, 13:23 Hi,

I recommend first to check the System Configuration (Postmaster) which FollowUp filter are enabled.

- Roy

Hello,

The following options are enabled for followup
Subject
References
Body
Raw Email

Regards,
Tom.

flippertom

Hello, We are using OTRS 5. We have an issue with followups where unrelated emails are treated as followups to existing tickets since some email which created a ticket earlier was edited and forwarded. It makes sense to have this functionality since the followups can be easily identified. What could...

flippertom

root wrote: ↑18 Sep 2019, 15:22 Hi,

Switch to SMTP/Procmail for the related mail account.

- Roy

Thank you for the suggestion. Any pointers on how to start with this?
I'm already searching on the internet but cannot find clear steps to do this.

flippertom

Hello,

We are using OTRS 5.
We have configured 10 mailboxes in the system. Requirement is to import mails from one of the mailboxes instantly and others should be imported via the cron job.
Any way to do this?

Regards,
Tom.

flippertom

Hello,

We are using OTRS 5.
How to allow reopening of a ticket for one state (say closed but not confirmed) of type 'closed' but prevent for another (say closed and confirmed).
Setting queue follow up type to 'possible' or 'new ticket' allows or prevents it for both the states.

Regards,
Tom.

flippertom

Hi, Check the SysConfig for LinkObject::PossibleLink and try to disabled the one you don't need. - Roy Hello, Thank you. Did that change and tested it. Works fine for the link page. But now, the functionality of auto linking on followup when 'NewTicket' option is set in the queue is broken. Regards...

flippertom

Hello, We are using OTRS 5. When a ticket URL having a semicolon is sent via Skype, the semicolon is replaced by %3b and the URL does not open. I did read something about handling it via Apache but the steps are not clear. Would it be a better option to just replace the semicolon with ampersand? If ...

flippertom

sounds like performance issues on the notes pop3/imap stack. I suggest forwarding and using a local MTA and MDA (procmail) on the OTRS server OK. Thank you. This is on the list but doesn't seem to be a straightforward implementation. I will search of the implementation steps and start a new thread ...

flippertom

how do you get the mails into the system, how large are the mails, are there any performance issues with database or filesystem? Mail imports are done via Lotus Notes mailboxes using IMAP/POP3 every 10 minutes. There are ~15 mailboxes configured. The email size in usually in the range of 20-70KB bu...

flippertom

Hello,

We are using OTRS 5.
I just saw that each email takes about 10 secs to be imported and converted into a ticket.
Is this time normal? Anyway to speed it up?

Regards,
Tom.

flippertom

Hello,

Thank you.
Did that change and tested it. Works fine for the link page.
But now, the functionality of auto linking on followup when 'NewTicket' option is set in the queue is broken.

Regards,
Tom.

flippertom

Hello,

We are using OTRS version 5.
On the link page, the type 'Normal' is selected by default and users forget to change it sometimes creating normal links in place of parent child links.
How to remove normal from the options on the 'Link' page?

Regards,
Tom.

flippertom

root wrote: ↑16 Apr 2019, 07:23 Hi,

Why no use PostMaster filter and / or event based GenericAgents in addition to your existing filters to set the queue?

- Roy

That file already has customization related to email ticket routing which checks for some customer parameters.
The ticket type checking has to be in addition to this.

flippertom

Hello,

How to check for the ticket type in NewTicket.pm? We want to route email tickets into different types of queues based on ticket type set via filters.
I'm not able to get the code correct. Have checked various combinations but none of them are capturing the type properly.

Regards,
Tom.

flippertom

Hello,

We have around 10 mailboxes configured in OTRS and each mailbox has a good volume of mails coming in continuously.
The import interval is 5 minutes.
What would be a good way to make the imports faster? Any sort of parallel importing possible?

Regards,
Tom.

flippertom

I doubt to get this running with good performance on virtual system. ;-) Maybe you doubt, I not. Without knowing more details I don't do any estimate. 1.5k agents with 3k tickets a day could mean 2 tickets a day per agent. Could also be 500 agents per 8 hrs in a 24/7 workload. OP please provide mor...

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