Znuny Open Source Ticketsystem

iclaude

Hi hkais, The generic agent is supposed to run everyday, and every minute at 21:00/9PM to arquive all tickets that where closed more than 4 months ago. But its always skipping that and its running at 00:00/12PM When I check. Hope I answered correctly what you asked. What would be your recommendation...

iclaude

Greetings,

I have some generic agents that are configured the run at a certain time daily as shown in the image:

GA-EX1.jpg

I have notificed that they are running at a time that is not configured as shown in the image:

GA-EX2.jpg

What can I check to solve this?

Thank you

iclaude

Greetings, I am getting the following error when I try to create/open a ticket with an attachment: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator at root@localhost to inform them of t...

iclaude

Hi Root,

Thank you for your reply.
Where should I check the user or credentials?
I am clueless on where to check or find the user.

Best Regards

iclaude

Greetings,

I would like to get help to solve this error:

GenericInterfaceProvider-0 - DebugLog error: Summary: TicketSearch.AuthFail Data : TicketSearch: Authorization failing!.

Thank you.

Best Regards,

iclaude

Grüße, Wir haben derzeit Schwierigkeiten, Tickets mit einigen Postfächern auf unserem OTRS zu erstellen. Bisher: 1. Wir haben überprüft, ob alle betroffenen Postfächer in unserem Active Directory gesperrt waren oder ein abgelaufenes Passwort hatten; 2. Wir haben uns mit den Anmeldeinformationen alle...

iclaude

Hi hkais, Thank you for your response. Could you explain to me better so I can pass down the message to my team? By the info I have shown you, Is there any possibility that the problem is within OTRS ? Or its is within in our Exchange? Mind you that all passwords from those accounts are correct in O...

iclaude

Hi Roy,

Thanks for your reply.
When we try to run the command we get the error below:

TimeOut-600seconds.png

The number of processing communications just keeps rising:

CommunicationLogs2.jpg

Is there more information that we can supply to help us solve this?

Best Regards

iclaude

Greetings, We are currently facing difficulties to create tickets using some mailboxes on our OTRS. So far: 1. We have checked if all affected mailboxes on our Active Directory were not locked or with a expired password; 2. We logged on our webmail with all affected mailboxes credentials; 3. We did ...

iclaude

Hi Paul,

Thank you for your response.

The problem was solved by our Exchange team.
There was a problem with IMAP Proxy on one of the servers.

When I get more details the solution about it I will update the thread.

Thanks again.

Best Regards

iclaude

Hi Paul Folkers, Thanks for your response and for correcting my mistake. I have ran the debbug command and here are the results: 1. For the working account: Spawning child process to fetch incoming messages from mail accounts... webmail.bci.co.mz (IMAPS)... [...cpan-lib/Net/IMAP/Simple.pm line 133 i...

iclaude

Hi Paul Folkers, Thank you for you response. We could not run the verbose. When we tried we got the error bellow: - bash-4.2$ bin/otrs.Console.pl Maint::MailAccount::Fetch –verbose Error: Could not find Kernel::System::Console::Command::Maint::MailAccount::Fetch. OTRS::ITSM 6 (6.0.30) Usage: otrs.Co...

iclaude

Greetings, We are currently facing difficulties to create tickets using some mailboxes on our OTRS. So far: 1. We have checked if all affected mailboxes on our Active Directory were not locked or with a expired password; 2. We logged on our webmail with all affected mailboxes credentials; 3. We did ...

iclaude

Let me recap - All ACL disabled - Default service untick / unassigned How about each customer user services? Do both of them have same services allocated to them? Try remove them all first, then use Default Services assignment instead. Hi Skullz, Thank you for your reply. Both customers have the sa...

iclaude

Also check the default services.. Its also at the Admin > Services (on the left screen) Hi Skullz, All Services on Default Services are checked on both environments(DEV and Production). I just unchecked them for the test I was doing on the 2.1. of my last reply. One thing I also noticed is that I s...

iclaude

Hi Skullz,

All Services on Default Services are checked on both environments(DEV and Production).
I just unchecked them for the test I was doing on the 2.1. of my last reply.

Best Regards,

iclaude

I have Tried the following: 1. The ProcessID for all processes are the same on DEV and Production; 2. I have disabled all ACLs on the DEV Installation and even with that it does not show all services, it only shows the few below(for all processes) and I did the following: Process-Services.jpg Please...

iclaude

Good day Skullz, Thanks for your answer. So what do you suggest I do? I have tried building another ACL and It is not working. What else should I check? Mind you that this problem is happening in the Dev Installation, the Production Installation is working fine. The Dev installation has more informa...

iclaude

Greetings Skullz,

Thanks for your reply.
Find attached the ACL.

Best Regards,

iclaude

Greetings, I am having problems with my OTRS Community 6.0.30 Installation. Services are not Loading when ACL´s are turned ON for process tickets in the customer portal. I have tried the following test: Switched of all ACLs and it only shows some of the services but all services are checked in the A...

iclaude

Hi, Please can you tell me the number of services in each system? You can use the SQL Box in the admin area with this query: SELECT COUNT(*) FROM service WHERE valid_id=(SELECT id FROM valid WHERE name='valid') - Roy Greetings, Thank you for you response. Find below the requested information: a) Th...

iclaude

Greetings, I am getting this error: OTRS-otrs.Console.pl-Maint::Ticket::FulltextIndexRebuildWorker-0 Message: There was an error executing Execute() in Kernel::System::Console::Command::Maint::Ticket::FulltextIndexRebuildWorker: Error: Active indexing process already running! Skipping... Can you ple...

iclaude

root wrote: ↑16 Jun 2023, 20:38 Hi,

Got it. Sorry for the confusion. Please check for Javascript errors in the browser console first.

- Roy

Hi !

I have shared the images of the errors I am getting in the browser.
Have you seen it?
Can you please help?

Best Regards

iclaude

Greetings, I am having limitations with the services field in the different OTRS options, namely, Add SLA(AdminSLA), Notifications(AdminNotificationEvent), Generic Agent(AdminGenericAgent) and others where I need to select services. In the services field it is not being possible to select the servic...

iclaude

Grüße, Ich überprüfe Einschränkungen mit dem Feld „Dienste“ in den verschiedenen OTRS-Optionen, nämlich „Add SLA(AdminSLA), Notifications(AdminNotificationEvent), Generic Agent(AdminGenericAgent), das heißt, wo ich das Feld „Dienste“ habe, ist es nicht möglich, es auszuwählen und/oder die Optionen „...

iclaude

Saudações, Estou a verificar limitações com o campo serviços nas diferentes opções do OTRS nomeadamente, Adicionar SLA(AdminSLA), Notificações(AdminNotificationEvent), Agente Genérico(AdminGenericAgent), ou seja, onde tenho o campo serviços não está a ser possível seleccionar o mesmo e ou mostrar as...

iclaude

Greetings,

Thank you for your reply.
Problem solved.
I had an ACL blocking ticket creation to the default queue.

Best Regards

iclaude

Hi,

Thank you for your reply.

I am getting the following errors:

FF-Error-1.jpg

FF-Error-2.jpg

FF-Error-3.jpg

Best Regards

iclaude

Hi, Thank you for your reply. maybe I am not explaining correctly. If you look at the images above they showing different information in the field services. In both screens it should be like the ones where I have marked correct . Example: I should be able to assign multiple services to an SLA, but i...

iclaude

Hi, Thank you for your reply. I should be able to see the service tree the same way it appears on the Dev installation. Here is another example when adding services into an SLA or Creating a new: Correct (in the Dev Installation): SLA-Correct.jpg Incorrect(in the production Installation): SLA-Incorr...

iclaude

Greetings, I have noticed that the services in OTRS are showing incorrectly in the production installation: Service-Incorrect1.jpg Service-Incorrect2.jpg While on my dev installation the services are showing correctly: Service-Correct.jpg Can you please help me correct this in my production installa...

iclaude

Grüße, Ich benötige Hilfe bei der folgenden Fehlermeldung beim Erstellen eines Tickets in der Kundenoberfläche: Sie verfügen nicht über ausreichende Berechtigungen für die Ticketerstellung in der Standardwarteschlange. Die Gruppe für die Standardwarteschlange ist bereits in die CustomerGroupAlwaysGr...

iclaude

Greetings, I need help with the following error message while creating a ticket in the customer interface: You don't have sufficient permissions for ticket creation in default queue. The group for the default queue is already inserted in the customer CustomerGroupAlwaysGroups. Is there something els...

iclaude

Greetings, I am having an error trying to change the service on a Process Ticket. When trying I get the following: Backend ERROR: OTRS-CGI-0 Perl: 5.16.3 OS: linux Time: Wed Apr 19 15:00:52 2023 Message: Could not set Service for Ticket with ID "3410" in ActivityDialog "ActivityDialog...

iclaude

Greetings,

I need help to read the meaning of the SolutionDiffInMin field in the following scenarios:

1. When the value is positive;
2. When the value is negative;
3. When the value equals zero.

Thanks in advance.

Best Regards

iclaude

Saudações,

Solicito auxílio para saber o significado do campo SolutionDiffInMin nos seguintes cenários:

1. Quando o valor é positivo;
2. Quando o valor é negativo;
3. Quando o valor é igual a zero.

Melhores cumprimentos

iclaude

Greetings, I am using OTRS 6.0.30 Community Edition and I having some issues with Foward templates for a particular queue. I have created the Foward Templates and I have assigned Them in the Template-Queue option in Admin. It is only showing the Answer templates and the option to Foward is not showi...

iclaude

Greetings, I am noticing that some tickets with the same Service, State, Queue are missing the SLA. Example 1: The Correct form, is displaying the SLA. State: 1- Por Tratar Queue: GMI-USO Service: Incidente::2. Equipamento::2.1. Desktop e Laptop::2.1.1. Anomalia/Avaria do Equipamento SLA: 180 min = ...

iclaude

Greetings,

Is there any way that I can have a Default Email Address on a Response Template for OTRS6 ?
If There is any free add-on that does this?

Best Regards

iclaude

Did you check the system log in the admin area? Can you open the browser's developer tools (F12) and check if there are any errors in the JavaScript console? I have already checked the System log in, but now I have checked the Javsacript console on the browser and found this errors: FIREFOX_CONSOLE...

iclaude

Greetings,

I am having problems using OTRS 6.0.30 on Firefox 68.9.0esr.
When I try to access dropdown fields it only shows the message Loading... and does not show the other options.

OTRS_FIREFOX_ERROR.jpg

Can anyone help me?

Best Regards

iclaude

Greetings,

Is there anyway that I can have default mail recipients on OTRS 6 Templates? Or is there another add on like the old Template X ?

Regards

iclaude

Greetings, I am having a problem seeing tickets in a certain state: I have 2 states with the type closed called Fechado and Fechado Automaticamente. I can see tickets that are on the state named Fechado, but when I try to open tickets with the state name Fechado Automaticamente i get this message: &...

iclaude

Saudações, Tenho mais de 200 ID´s de Cliente (Customer ID), em que cada um, corresponde a uma agência/sucursal e cada um(a) tem o seu Gerente. Criamos um processo no OTRS que possui diferentes níveis de aprovação que funciona da seguinte maneira: Um utilizador da agência/sucursal, submete um ticket ...

iclaude

Hi, Keep the manager's e-mail address in a field of the customer company record and use the DynamicFieldFromCustomerUser feature to copy the data into a dynamic field every time a ticket is created. Use this field <OTRS_TICKET_DynamicField_WhateverTheNameIs> as other recipient in the ticket notific...

iclaude

Hi, I have more than 200 Customer IDs (Companies) in OTRS each one referring to a specific branch. In each branch(Company) the managers(customer user) have different set of permissions for a specific Activity to view and approve (Company ticket option), a Process Ticket is created by a normal custom...

iclaude

Hi,

Is it possible to create a tab in the CustomerTicketOverview for the customer to see New Tickets, like they see the Open and Closed ones?

Regards

iclaude

reneeb wrote: ↑06 May 2019, 06:58 You need a json file with the field configuration as input. You can export your existing ones to see what is needed...

First I Exported the field configuration, then I added more values. But it erased all the data.

Can you help me with the json file? what configuration should be in it?

Regards

iclaude

Hi, I am importing DynamicField values to a Dropdown field using ImportExportDynamicFields Add-On by OPAR but It Is erasing all previous values from the field leaving it without any value. I am importing using the following command: perl bin/otrs.Console.pl Maint::DynamicFields::Import --file Equipa...

iclaude

Thanks for the help everyone,

I checked the mailserver and the problem was there.

Regards

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