Search found 120 matches
- 21 Apr 2022, 08:33
- Forum: General
- Topic: Print does not include images
- Replies: 2
- Views: 657
Re: Print does not include images
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...
- 06 Apr 2022, 13:18
- Forum: General
- Topic: Print does not include images
- Replies: 2
- Views: 657
Print does not include images
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.
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.
- 24 Mar 2022, 08:06
- Forum: General
- Topic: Notifications Set on Events Failing
- Replies: 2
- Views: 716
Re: Notifications Set on Events Failing
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...
- 22 Mar 2022, 17:12
- Forum: General
- Topic: Notifications Set on Events Failing
- Replies: 2
- Views: 716
Notifications Set on Events Failing
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.
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.
- 23 Feb 2022, 14:35
- Forum: General
- Topic: Decode Incoming Base64 Email
- Replies: 4
- Views: 1116
- 22 Feb 2022, 20:00
- Forum: General
- Topic: Decode Incoming Base64 Email
- Replies: 4
- Views: 1116
Re: Decode Incoming Base64 Email
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...
- 22 Feb 2022, 18:57
- Forum: General
- Topic: Decode Incoming Base64 Email
- Replies: 4
- Views: 1116
Decode Incoming Base64 Email
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.
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.
- 27 Dec 2021, 11:26
- Forum: General
- Topic: Updates on Old tickets are delayed
- Replies: 0
- Views: 2660
Updates on Old tickets are delayed
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...
- 16 Nov 2021, 12:32
- Forum: General
- Topic: OTRS Email Body converted to Attachment
- Replies: 1
- Views: 879
OTRS Email Body converted to Attachment
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...
- 15 Nov 2021, 11:04
- Forum: General
- Topic: Non-http Links in body not clickable
- Replies: 1
- Views: 885
Non-http Links in body not clickable
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 ...
- 12 Nov 2021, 10:30
- Forum: General
- Topic: [SOLVED] Mail filter - Importance
- Replies: 2
- Views: 1015
Re: Mail filter - Importance
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", ...
- 11 Nov 2021, 19:35
- Forum: General
- Topic: [SOLVED] Mail filter - Importance
- Replies: 2
- Views: 1015
[SOLVED] Mail filter - Importance
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.
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.
- 13 Sep 2021, 11:24
- Forum: General
- Topic: Notification on specific value of dynamic field
- Replies: 5
- Views: 1350
- 13 Sep 2021, 11:02
- Forum: General
- Topic: Notification on specific value of dynamic field
- Replies: 5
- Views: 1350
- 13 Sep 2021, 10:33
- Forum: General
- Topic: Notification on specific value of dynamic field
- Replies: 5
- Views: 1350
Notification on specific value of dynamic field
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.
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.
- 08 Sep 2021, 19:22
- Forum: General
- Topic: Send Inline Image via Webservice
- Replies: 1
- Views: 831
Send Inline Image via Webservice
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.
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.
- 06 Sep 2021, 13:24
- Forum: General
- Topic: Error: Request Entity Too Large
- Replies: 3
- Views: 1487
Re: Error: Request Entity Too Large
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...
- 06 Sep 2021, 12:17
- Forum: General
- Topic: Error: Request Entity Too Large
- Replies: 3
- Views: 1487
Error: Request Entity Too Large
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? ...
- 27 Aug 2021, 18:43
- Forum: General
- Topic: Troubleshooting 'OTRS Daemon is not running'
- Replies: 2
- Views: 1438
Re: Troubleshooting 'OTRS Daemon is not running'
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...
- 27 Aug 2021, 12:30
- Forum: General
- Topic: Troubleshooting 'OTRS Daemon is not running'
- Replies: 2
- Views: 1438
Troubleshooting 'OTRS Daemon is not running'
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...
- 15 May 2021, 13:16
- Forum: Marketplace
- Topic: Looking for OTRS consultant in India
- Replies: 2
- Views: 16007
Looking for OTRS consultant in India
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.
We have the basic OTRS setup and are looking for further customizations.
Regards,
Tom.
- 14 Jul 2020, 09:45
- Forum: Developers
- Topic: How to fetch the Type ID in the javascript files
- Replies: 1
- Views: 2144
How to fetch the Type ID in the javascript files
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...
- 14 Feb 2020, 14:26
- Forum: General
- Topic: Fetchmail process does not end properly
- Replies: 0
- Views: 1537
Fetchmail process does not end properly
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...
- 07 Feb 2020, 11:12
- Forum: General
- Topic: Postmaster filters when using procmail
- Replies: 3
- Views: 1518
Re: Postmaster filters when using procmail
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<-...
- 06 Feb 2020, 14:58
- Forum: General
- Topic: Postmaster filters when using procmail
- Replies: 3
- Views: 1518
Postmaster filters when using procmail
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...
- 27 Jan 2020, 13:34
- Forum: General
- Topic: CustomerID blank for external customer
- Replies: 2
- Views: 931
Re: CustomerID blank for external customer
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...
- 27 Jan 2020, 11:16
- Forum: General
- Topic: CustomerID blank for external customer
- Replies: 2
- Views: 931
CustomerID blank for external customer
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.
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.
- 16 Jan 2020, 06:41
- Forum: Help
- Topic: Help with procmail configuration
- Replies: 1
- Views: 859
Help with procmail configuration
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...
- 15 Nov 2019, 07:06
- Forum: General
- Topic: Limited characters in notification subject
- Replies: 1
- Views: 1593
Limited characters in notification subject
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.
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.
- 14 Nov 2019, 07:44
- Forum: General
- Topic: No agent notification on rejected followup
- Replies: 0
- Views: 2783
No agent notification on rejected followup
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.
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.
- 31 Oct 2019, 10:44
- Forum: General
- Topic: Email stuck in Lotus Notes mailbox
- Replies: 3
- Views: 2084
Re: Email stuck in Lotus Notes mailbox
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.
- 31 Oct 2019, 09:03
- Forum: General
- Topic: Email stuck in Lotus Notes mailbox
- Replies: 3
- Views: 2084
Email stuck in Lotus Notes mailbox
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, ...
- 30 Oct 2019, 14:18
- Forum: General
- Topic: Multiple attachments at once
- Replies: 2
- Views: 1828
Multiple attachments at once
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.
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.
- 24 Oct 2019, 13:23
- Forum: Developers
- Topic: Ticket reopened by followup from copied person
- Replies: 2
- Views: 1999
Ticket reopened by followup from copied person
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.
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.
- 03 Oct 2019, 14:02
- Forum: General
- Topic: Incorrect Followups
- Replies: 3
- Views: 1914
- 03 Oct 2019, 12:34
- Forum: General
- Topic: Incorrect Followups
- Replies: 3
- Views: 1914
Incorrect Followups
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...
- 19 Sep 2019, 07:53
- Forum: General
- Topic: Import mails from one mailbox instantly
- Replies: 3
- Views: 1749
- 18 Sep 2019, 14:18
- Forum: General
- Topic: Import mails from one mailbox instantly
- Replies: 3
- Views: 1749
Import mails from one mailbox instantly
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.
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.
- 31 Jul 2019, 14:18
- Forum: General
- Topic: Allow reopening for a state of type closed
- Replies: 1
- Views: 1488
Allow reopening for a state of type closed
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.
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.
- 06 Jun 2019, 12:15
- Forum: General
- Topic: Hide link type 'Normal'
- Replies: 3
- Views: 2104
Re: Hide link type 'Normal'
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...
- 06 Jun 2019, 07:54
- Forum: General
- Topic: Semicolon in URL - Issue in Skype
- Replies: 0
- Views: 2115
Semicolon in URL - Issue in Skype
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 ...
- 06 Jun 2019, 07:48
- Forum: General
- Topic: OTRS Per Email Import Time
- Replies: 5
- Views: 2713
Re: OTRS Per Email Import Time
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 ...
- 05 Jun 2019, 09:55
- Forum: General
- Topic: OTRS Per Email Import Time
- Replies: 5
- Views: 2713
Re: OTRS Per Email Import Time
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...
- 04 Jun 2019, 15:54
- Forum: General
- Topic: OTRS Per Email Import Time
- Replies: 5
- Views: 2713
OTRS Per Email Import Time
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.
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.
- 26 Apr 2019, 11:54
- Forum: General
- Topic: Hide link type 'Normal'
- Replies: 3
- Views: 2104
Re: Hide link type 'Normal'
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.
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.
- 26 Apr 2019, 09:55
- Forum: General
- Topic: Hide link type 'Normal'
- Replies: 3
- Views: 2104
Hide link type 'Normal'
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.
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.
- 16 Apr 2019, 07:31
- Forum: Developers
- Topic: Email routing based on ticket type
- Replies: 4
- Views: 3431
Re: Email routing based on ticket type
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.
- 16 Apr 2019, 06:51
- Forum: Developers
- Topic: Email routing based on ticket type
- Replies: 4
- Views: 3431
Email routing based on ticket type
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.
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.
- 03 Apr 2019, 20:16
- Forum: General
- Topic: Separate import processes for separate mailboxes
- Replies: 1
- Views: 1150
Separate import processes for separate mailboxes
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.
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.
- 08 Mar 2019, 15:26
- Forum: General
- Topic: OTRS Hardware resource planning
- Replies: 6
- Views: 2303
Re: OTRS Hardware resource planning
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...