Znuny and ((OTRS)) Community Edition

Ralph

I just upgraded our QA server to OTRS 6 and I wonder if it's possible to somehow switch to the OTRS 5 admin layout. From my view the new admin layout lacks overview and especially readability, I don't care about fancy icons but rather about quickly being able to see where I need to go. The same goes...

Ralph

Setup: Department A (own mail address) > Queue A Department B (own mail address) > Queue B Filters: Mail to Department A > Queue A Mail to Department B > Queue B Issue: Mail gets send to bother departments, two tickets get made but both on Department A. I know this happens because the first filter r...

Ralph

Thanks Roy, I'll look into the split queue part.

Ralph

Hello all, We are now running a single OTRS instance that contains two departments who each have their own e-mail address / queues etc. Now I am wondering what the best way it to solve the following scenario: Department A receives a ticket and determines that Department B also has to do something to...

Ralph

Thanks, I'll have a look into these options.

Edit: solved it with a filter, should have figured that out by myself but thanks again!

Ralph

We have two departments for which we have created groups\queues. However we do not see a way to split incoming tickets to different 'New Ticket' queues. So right now both mailboxes and departments see the same new tickets. Is there an option present for multiple new ticket views, or perhaps a way to...

Ralph

Hello Jojo,

Thanks for the explanation / reply. The problem is that they communicate with departments that are not agents in OTRS.

Ralph

Hello, Is it possible that OTRS does not include the customer e-mail address automatically in the following scenario: 1) Customer1 sends email 2) Ticket gets created and locked by Agent1 3) Agent1 emails Agent2/Agent3 through the ticket 4) Reply comes in from Agent2 5) Agent1 does another reply-all ...

Ralph

Anyone that can help with my question above?

Ralph

the filter speeds up daily work a lot. Not for us. Also when you click on a mainqueue that is inactive it doesn't give you the active sub-menu's but rather a 'create a new queue' field. Still have to test if this is because I'm an admin but I wish they would leave any configuration fields in the Ad...

Ralph

I noticed that if I do the upgrades certain settings get 'reset'. For example within a ticket view I put all the 'button' on the front instead of having a pulldown menu. So I'll have to go to Frontend::Agent::Ticket::MenuModule and adjust the ClusterName for each item. The same goes for enabling 'st...

Ralph

jojo wrote:not possible

That's a real shame. I wonder why the queue setup was changed to such an 'unfriendly / impractical' way. Or at least why the old way was not left in as an option.

Ralph

I am running into the same issue. Surely there has to be a way in which all sub-queues are visible by default for agents (like in past OTRS versions) instead of them being hidden until you click on the main queue? See the added image, left side is the current system (shows all sub-queues) which is w...

Ralph

jojo wrote:the OTRS Business Solution™ can, just contact xxx

Thanks and I did have contact with them at one point, but it's too expensive for what we do with it.

Ralph

just close the ticket on the mail reply you send to the customer. Don't try to copy weird functionality of other systems Thanks, I did look at that and made a template for it. Sadly you cannot predefine next ticket states in templates, else we could use this to automatically have 'closed' as a next...

Ralph

Still trying to fix these issues. I thought I had solved punt 5 by using note-external but apparently this does not send out an e-mail. I tried changing it into email-external but that didn't work. Also the AgentTicketClose.pm doesn't have options to change it in the sourcecode (as I did with the Ag...

Ralph

We just went live with OTRS 5 and are wondering about a few functional items: 1) 'Tickets in my queues' should only display tickets of which you are the owner. Previously we had the 'responsible' view for this purpose. 2) 'My Locked Tickets' does not display tickets with state type 'pending'. Is the...

Ralph

root wrote:I recommend to concatenate the command with && instead of ;
The difference is describe in the bash manual

TL'DR: && continues only if the command succeeded, ; will continue always

Thanks for the additional feedback.

Ralph

This is what I do, stop the OTRS daemons, postfix and apache. Update via yum, run the update scripts, and start everything again. # su -c "/opt/otrs/bin/otrs.Daemon.pl stop ; /opt/otrs/bin/Cron.sh stop" -s /bin/bash otrs ; systemctl stop httpd postfix # yum install ./otrs-5.0.7-01.noarch....

Ralph

Since I cannot find it in the OTRS 5 admin manual or on the release notes pages I thought I'd ask here. I am running Centos7, MariaDB and OTRS 5.0.6-01. I'd like to upgrade to 5.0.7-01. Do I simply yum install this package and then perform a config rebuild (bin/otrs.Console.pl Maint::Config::Rebuild...

Ralph

Just change your basedn so it searches the entire tree: BaseDN => 'dc=intra,dc=local', Thanks, normally I would do that but we have over 50.000 AD accounts worldwide. I just need them from a few countries with an OU setup like: 'ou=Germany,dc=intra,dc=local' 'ou=Sweden,dc=intra,dc=local' 'ou=Poland...

Ralph

I solved it with your hints, Thanks! Now I just need to see how I can sync multiple OU from an AD with the least amount of code. ### START LDAP SYNC CUSTOMERS # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Data Source', Module => 'Kernel::System::Custom...

Ralph

Does anyone know if this works for OTRS 5 and what is needed for it to work?

Asking this with regards to viewtopic.php?f=62&t=31487&p=128261

Thanks!

Edit, solved my issues (see the thread I linked).

Ralph

Hello, I've been looking into getting part of our AD accounts to sync into OTRS as customers. However most of what I read and tried either ends up crashing the server or is related to Agent authentication/synchronization instead. I would like the system to recognize customers based on e-mail address...

Ralph

you have to follow the full migration path with all versions 3.3.9 -> 4.0.latest -> 5.0.latest Technically there is no much difference if you are switch to another server / OS Also you could buy expert help Thanks, the issue with expert help is that you need to buy their full solution which is simp...

Ralph

Hello, Current we have a windows server which is running OTRS version 3.3.9 / mysql. We installed a new server using Linux (CentOS 7) using OTRS version 5/MariaDB. How easy would it be to migrate everything from one to the other? Not necessarily the old/existing tickets but rather the settings (queu...

Ralph

Hi, this is the procedure that I normally follow to setup OTRS 5 on CentOS 7 starting from a minimal OS provisioning: * PROVIDE SUPPORT FOR ifconfig yum install net-tools * PROVIDE SUPPORT FOR wget yum install wget * PROVIDE SUPPORT FOR procmail yum install procmail * PROVIDE SUPPORT FOR perl yum i...

Ralph

Hello, I've installed a new CentOS 7 server with OTRS 5 following these manuals: https://huntingbears.nl/2014/12/11/how-to-install-otrs-4-on-centos-7/ http://otrs.github.io/doc/manual/admin/stable/en/html/web-installer.html Now I got to step 2 of the web installation where you have to enter your DB ...

Ralph

crythias wrote:don't move to appliance. It won't get updated and is for demo, not production.

Thanks for the info.

EXG133 send me the same advice.

Ralph

EXG133 wrote:You're sure you're not overwriting it in a later filter? Can you see in the system log (/var/log/messages) if the filter is being applied?

Mmh I tried it again and for some reason the filter I posted above works while with earlier tests it didn't...

Thanks for the help though.

Ralph

Outlook sets the 'X-Priority' header only when you select 'high importance' or 'low importance' High: X-Priority: 1 Normal: No header added Low: X-Priority: 5 I just tested it and that works. Thanks for the reply, I've tried this (see attachment) but it doesn't seem to work. Note that I've also tri...

Ralph

By chance I found the solution. I am moving from windows to appliance based installation because of performance issues and while setting up new queues I found this option: Ticket lock after a follow up: If a ticket is closed and the customer sends a follow up the ticket will be locked to the old own...

Ralph

Scenario: A closed ticket gets another reply, so OTRS opens it again. While it retains the original owner it does not 'lock' the ticket under that owner. The result of this is that it does not show up under 'New Tickets' and neither under 'My Locked Tickets'. Because of this the CS department has to...

Ralph

Is it possible to automatically raise the 'OTRS' priority of a new ticket if an e-mail with 'priority from outlook' arrives?

I've tried several filters (based on some pages I found through google) using X-Priority and\or X-OTRS-Priority but nothing seems to work.

Ralph

Update; change above did not solve my iPhone app issue.

Ralph

So you looked at the apache error logs and found nothing to report here? I just took a look at them; [Thu Jun 25 08:32:34 2015] [error] [client 10.169.10.65] (OS 2)The system cannot find the file specified. : couldn't create child process: 720002: json.pl [Thu Jun 25 08:32:34 2015] [error] [client ...

Ralph

Pick an issue to address, and focus on that. I requested that you upload the picture locally. Incidentally, the "not work" and "picture we can't see" is all we have for the one issue you need resolution. See my attachment. This is the error we get when trying to connect through ...

Ralph

crythias wrote:Please use the upload/inline feature of this forum for pictures.

Make sure the iPhone handle is installed.
Only one OTRS instance can easily be installed per OS deployment.

iphone handle is installed (see initial post).

Anyone here with a solution to the iPhone issue?

Ralph

A word of advice (also from the own experience): If you are planning to have a large setup, consider using Linux. With Perl + Windows you will invariably run into performance problems. Thanks for the reply. Currently the customer service instance handles about 500 tickets a month which I don't thin...

Ralph

Hello, We just started using OTRS and are running into two issues which I hope someone can help me with. Basic info: OS: Windows 2012 64 bit OTRS: 3.3.9 Windows installer: 3.0.6 Apache 2.2.25 (win32) Local repos: iPhoneHandle 1.3.2 (from xxx) Issue 1) The iPhone app does not work, we get the followi...

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