Znuny Open Source Ticketsystem

I find OTRS notification configuration options really flexible and robust. I'm however having a problem, when I want to filter recipients ; for instance I would want to send notification to All agents subscribed to the ticket’s queue , AND, belonging to a certain group or roles. Meaning, if user is ...

jojo wrote:or in the system log of the linux host

Thank you!

From the admin, one is able to see logs - System Logs. I need to access these logs but can't seem to figure out where they are stored. Are in in a log file, or stored in a db?

Hello,

Is there a way of restricting an activity - or activity dialog - to roles, groups or queues in processmanagment? I would like to have to limit initiating a process to certain groups. Is this possible?

Seems <OTRS_CURRENT_UserComment> doesn't work. I used <OTRS_AGENT_BODY> instead and all I can say is, yippee!!!

<OTRS_CURRENT_UserComment> tag in alerts does not display comments. So is <OTRS_OWNER_UserComment>. However, the rest like <OTRS_CURRENT_UserFristname> are displaying as expected. What could be wrong?

Never do manual inserts on the database! You (most likely)will break dependencies. Neverless, there is a cache, wich need to be deletednow Thanks. I deleted cache. Thanks for the advise too. Was careful to analyze dependencies first but I suppose OTRS API would help with over 120 groups, queues etc...

Hi,

I ran insert SQLs on Postgresql to create groups and queues. However, I'm not able to see these groups and queues on the dashboard. Why is this? Or what other tables are updated when new group or queue is added normally?
Please help.

I had exactly the same problem until I chmod 775 for css-cache directory (css-cache directory should allow write permissions for web server user group (www-data for Ubuntu))
One more thing: Apache error.log file will be your friend.

I need to create dynamic fields on articles. Reason, I want capture data in a process ticket on a one to many sort of a scenario. I've noticed that article dynamic fields won't show up on activity dialogs. I'm I trying something that can't be done?

I think generic agent might be quite limited on this one. Here's a scenario: I pick the name of queue, person responsible from database, and use the values to update ticket - this is for process management. Thus why I want to go this route, as per the guide below. https://otrs.github.io/doc/api/otrs...

I'm new to OTRS, and I would like to update ticket, say changing queue, person responsible or even dynamic fields, via generic interface. Where to I begin? Should I create Perl scripts, and then call them using commands during events, or which is the ideal approach?

I have tried to make escalation notifications work since I upgraded to OTRS 5, without much success. I want to clarity, maybe I could be using wrong event; should response escalation notification for instance, be tagged on the event EscalationResponseTimeStart, or which event should I use?

Found it, here:

Edit Config Settings in Daemon → Core::Log, change Daemon::Log::STDOUT to Yes

You can then check through Daemon logs, that is, Scheduler*OUT*.log

Where can one find a log of all OTRS events triggered? Or what configuration is required in order to achieve this? If it's not inbuilt, how easy or difficult is it to achieve it?

Is there a way to log all event's fired? I'm not sure escalation events and their warnings are firing at all.

Reading on OTRS blog, escalation notifications need to be enabled, by editing /opt/otrs/Kernal/Config/GenericAgent.pm. See link below: http://blog.otrs.org/2011/10/17/otrs-tips-tricks-ticket-escalations-part-two-sla-based-escalations/comment-page-1/ Now this was true for OTRS 3. OTRS 5 however has n...

Cronjob has been set to 5 minutes since before upgrading. It hasn't changed.

Hello,

We started having problems after upgrading to OTRS 5. All escalation notifications - response, update and solution go out at once even before response escalation time of 10 minutes expires. What could be wrong?

Hello, After upgrading to OTRS 5, we have this annoying problem with escalations. Notifications for all escalations - response, update and solution, together with warnings (notify before) are all going out at once :(. The escalations are sometimes sent out even before response escalation time expire...