Znuny Open Source Ticketsystem

robcar

I can see that:

Daemon::SchedulerCronTaskManager::Task###FetchMail
Daemon::SchedulerCronTaskManager::Task###FetchMailSSL

are not enabled, while the following is enabled:

Daemon::SchedulerCronTaskManager::Task###MailAccountFetch

robcar

The problem is still present. I see $HOME/bin/otrs.Daemon.pl starting at every 5 minutes, but sometimes mails are not fetched. In those cases I can see that they are present in the mailbox and I can manually fetch them by going to Mail Account Management. What can be the cause of the deferrals of ma...

robcar

I followed this instructions and now everything seems fine :D https://otrs.github.io/doc/manual/admin/stable/en/html/upgrading.html More specifically: su - otrs -s /bin/bash Password: $ bin/otrs.Console.pl Maint::Config::Rebuild Rebuilding the system configuration... Done. $ bin/otrs.Console.pl Main...

robcar

As per thread http://forums.otterhub.org/viewtopic.php?f=62&t=32741, after a system crash, which apparently erased all previous tickets, I did an in-place restore (with restore.pl). The restore ran fine; now in Status view I can see the list of previous opened/closed ticket, but when I click on ...

robcar

Eventually I did a restore of a previous backup.

In doing that I got problems, so I'll open a new thread.

robcar

it seems that someone migth changed the database or created a generic agent and deleted the wrong tickets. I don't think so; I'm the only one in charge with OTRS here. What I fear is that the crash of the system destroyed somehow my db. Is it possible? How can I verify that? I'd like to try a resto...

robcar

In the syslog I see that the system started to fetched mails correctly; then I see these erros: .... Jun 22 01:22:47 otrsfaiv OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-91[25168]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:386]: Conn essione interrotta dal corrisp...

robcar

I'll take a look at the database and see if it's only a GUI issue. It's not a gui issue, damn. I checked the MySql db: mysql> select title,create_time,queue_id from ticket ORDER BY create_time DESC; The first ticket is "Welcome to OTRS!" and then I see the first warning of the environment...

robcar

Thanks, I'll take a look at the links that you provided. Now that I'm at work I can have a look at the problem in a clearer way. And the problem seems much worse than what I expected. It seems that tickets (closed - opened ....) that were present before the thousands of fake tickets were generated a...

robcar

Hello, while I was on vacation for just a week a very dumb environmental monitoring system (by a major brand :-x) one night sent thousands of mails, alerting about temperature in the data center. Unfortunately one of the recipient was also the mail that OTRS fetches to create tickets. So tomorrow, w...

robcar

Thanks for the reply. I have this setting Kernel::System::PostMaster::FollowUpCheck::References set to yes. The description goes like this: Executes follow-up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject. It seems hardcoded, the flag is set, bu...

robcar

I know this is a very basic question, but I didn't manage to find a clear explanation in the manual or in the forum. So please excuse me if this a FAQ, like it sounds to be. The question is: how does OTRS differentiate incoming mails that must create a new ticket from others that should be treated a...

robcar

Another case; mail from the user at 14.31 (I checked in the otrs mailbox and it was there at that time) and then: Jun 8 14:30:01 otrshost CRON[24704]: (otrs) CMD ($HOME/bin/otrs.Daemon.pl start >> /dev/null) Jun 8 14:35:01 otrshost CRON[24742]: (otrs) CMD ($HOME/bin/otrs.Daemon.pl start >> /dev/null...

robcar

Another case this morning. In the OTRS mailbox arrive 2 mails: 10.41 Nagios recovery notification 10.58 Mail request from user1 But OTRS stays quiet until 11.10. The Nagios recovery notification should have closed the previous ticket and user1 should have received the mail before (Nagios notificatio...

robcar

Hello, OTRS 5.0.3 here. I scheduled mail fetching under: Daemon::SchedulerCronTaskManager::Task###MailAccountFetch and I set it to: */5 * * * * In this way most of the mails are fetched correctly every 5 minutes, but not all. In some cases (which can occur roughly once every 10 mail/tickets) I got d...

robcar

Thanks for the reply.
I got Bulk action in Queue View, it has a bunch of interesting features that I'm going to investigate.
One of the functions is Merge to oldest which sounds super-cool, if only all Customer received a notification.
I haven't undestood how link works yet.

robcar

Dear OTRS Community, suppose CustomerA, CustomerB and CustomerC all open a ticket for the same problem. Then I have Ticket1 for CustomerA, Ticket2 for CustomerB, Ticket3 for CustomerC. I merge Ticket2 and 3 to 1. Now I solve the problem and want to notify all customers. I thought that I could simply...

robcar

Confirmed, works as expected.
Problem solved, thank you.

robcar

Thanks!
Seems just what I was looking for. I've already implemented the mail filter. Now I'm going to wait for the next Nagios notification and see if the filter works as expected.

robcar

Hello, I have implemented OTRS and SystemMonitoring package and everything seems fine. I would like to avoid having OTRS auto-responding to Nagios notifications. How can I prevent only those auto-responses to Nagios from being sent? 'Normal' humans opening tickets should continue to receive them ins...

robcar

It would be super cool if I could implement the following scenario. A customer creates a new ticket in the frontend and before he/she presses 'Send', a search in the FAQ explorer is made to see if there are articles that could help him/her based on the words in the ticket subject, instead of botheri...

robcar

Thanks!
I added Key=Category (the dynamic field) and Content=1 in Frontend::Agent::Ticket::ViewFreeText and now I can change its value under Free Fields.
great
thank you

robcar

Hello, I'd like to add a dynamic field that I've created in AgentTicketZoom It's a dropdown list that lets me add a custom category to the ticket. I managed to add it to AgentTicketPhone and AgentTicketMail, so when I create a new phone or mail ticket I can add the category, but I don't know where t...

robcar

Here you are! :) # Enable LDAP lookups for Customer logins. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'dc01.example.dom'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=example,dc=dom'; $Self->{'Customer::AuthModule::LD...

robcar

At which point,I'm thinking that your backend is probably never seen. Thanks. Yes, maybe my A.D. backend is not seen, but only with mail tickets, because customer web interface works fine. Browsing A.D. users when creating New Phone/Mail Ticket works wonderfully too, with customer_user_id filled wi...

robcar

a) You can't create customer information out of an email sent to your environment I'm back to this point; ok, I can't create customer info out of an email, but that's what OTRS scripts are doing, right? When a mail ticket is picked up OTRS has to pull customer info and create a new ticket. With no ...

robcar

robcar wrote:

Code: Select all

     # customer unique id
      CustomerKey => 'mail',

Nope, of course it doesn't work, it doesn't let me authenticate to the customer web interface...

robcar

Yes, but the real question is why do mail tickets not have sAMAccountName as login... or what is the login username associated with the mail ticket and why does it not match your customer's login? I read you howto, looked into the database and that's what I found out. mysql> select customer_id,cust...

robcar

They will see tickets in Company Tickets where the customer_id matches the current logged-in user's customer_id or is in the customer_ids field of the currently logged in customer. Hey, hey, hey! As you said under Company Tickets the customer sees ALL tickets, both opened via web interface and via ...

robcar

http://forums.otterhub.org/viewtopic.php?f=60&t=7531 (More about CustomerID) http://forums.otterhub.org/viewtopic.php?f=60&t=16543 (More about LDAP Troubleshooting) Thanks for sharing, I'll for sure have a look at those threads. Well, like I said, if OTRS knows of them, they exist, no matte...

robcar

Thanks for the prompt reply and sorry for my delay. a) You can't create customer information out of an email sent to your environment Ok, got it. b) If the information already exists in OTRS, it will match if the email address of sender matches the email field of the user Well, information doesn't a...

robcar

If you want to user your AD users as customer you need to use "$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';" and define the proper backend settings. Thanks for replying and sorry for my delay; yep, I do have those settings and AD auth works fine. Can you show th...

robcar

Sorry for the re-post but does anybody know how can I efficiently integrate tickets opened via mail? 1) how can I have Customer Information filled when tickets are generated by mails Do I have to use PostMaster Filters? How? 2) how can customers see in customer.pl site also the tickets that they ope...

robcar

stratus66 wrote:And all of this sudden works YEAH!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Does SSO work too?
It should authenticate users to customer portal without asking them username or password.
AFAIS in the forum this feature cannot be achieved.

robcar

if the CustomerID is the same (mail address). That's not the criteria. The email address of the user must be in the customer information in the email box. It doesn't matter if it's also in the CustomerID box. Thanks for the reply, but I still don't understand if it is possible to achieve what I wan...

robcar

Thanks for the tip; I forgot to mention that I have an external A.D. LDAP backend. So no customers data and no way to link services and customers, at least AFAIU. Btw, does the missing link above explains the fact that also SLA and Impact dropbox are empty? I further checked and I found out that un...

robcar

the service is linked to a customer. You have to link them in customer <-> services and then it will work fine. Thanks for the tip; I forgot to mention that I have an external A.D. LDAP backend. So no customers data and no way to link services and customers, at least AFAIU. Btw, does the missing li...

robcar

As additional information I have to say that I previously changed the values under Dynamic Fields - ITSMCitricality and ITSMImpact

robcar

Hello, still struggling with my first OTRS::ITSM installation. I cannot choose Service, SLA nor Impact for tickets, only Priority. I do have Services, SLAs and Impacts, but the dropdown field in the tickets form is empty. How come? It seems like that they are functions of Type and Queue; I guess tha...

robcar

Hello, I'm configuring my first OTRS server. I got A.D. LDAP integration, which seems to be working fine. Whenever customer logs in via web interface and opens a ticket I see, in the agent interface, Customer Information. But whenever she sends a mail there's no Customer Info, even if the CustomerID...

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