Znuny and ((OTRS)) Community Edition

OTRSRDNewbie

Hi, Can someone tell me how generic agents set to run on an event works. The development server sort of encountered disk storage issue. The CacheFileStorable area ran of disk space. After I have fixed the issue. I noticed that the genericagents that are configured to run on TicketStateUpdate, Ticket...

OTRSRDNewbie

Hi I have a question with Generic Interface, I am trying somethings out. There is anew project that will interface with the OTRS. The specification have not yet iron out but I'm looking at the initial document and trying some implementations. Let's say the system has a field that can be empty or opt...

OTRSRDNewbie

Hi, I will be having this new project and the users requested Whatsapp notification for certain events when a user makes a request from Whatsapp? The specification is not yet really created by the BA. I tried to get ahead and check what I'm getting and how big or how hard this will be? I've read tha...

OTRSRDNewbie

I just have clarifications. I didn't use the installer but download OTRS but not git also, I been reading when upgrading I should be doing stopping otrs service (service otrs stop), when I use this command I am getting an error something like no such service. And to be honest I didn't run any servic...

OTRSRDNewbie

My employer is planning to upgrade to OTRS 5. But that is still in the planning. I am attempting to install OTRS 5 in my virtual machine in parallel with the existing otrs 3.3.2. I'm setting this up because this is my employers plan too. Probably parallel it in one of the servers. So I'm beginning. ...

OTRSRDNewbie

I tried it, the genericagent still didn't run. I'm not certain if its because its not being run as otrs. I tried using /opt/otrs/bin/Cron.sh start otrs to restart cron. Then I checked crontab -l -u otrs, but I notice crontab -l -u root has the same set of schedules and commands. Using root I tried c...

OTRSRDNewbie

Ok thanks

OTRSRDNewbie

I see is it correct that genericagent.pl with the "-c db" parameter will run the genericagent the database but does not cause the genericagent to execute the job. Its still dictated by its schedule? Cause I read someone where it causes the generic agents in the database to run. Sort of a c...

OTRSRDNewbie

Hi, If I recall correctly the cronjob generic_agent and generic_agent-database. Are for running generic agent. But are they necessary if I created a Generic Agent in the frontend? Is the generic_agent or generic_agent_database needed to run the generic agent every monday to friday at 9 am to 6 pm? I...

OTRSRDNewbie

Hi, I'm getting strange issues with the server I tried to synchronize from the production server. Here's the thing my predecessor made customization directly to the OTRS files. Never met him when I joined he's gone. He didn't really bothered with creating a custom folder. The development server was ...

OTRSRDNewbie

Yes I saw that it is in the output

OTRSRDNewbie

I have restored the development server. The source otrs is direct copy from the production. The database is not. It is running in CentOs 6.8, the OTRS is 3.3.2. I have created a report. I have tested the report to be running in the front end. And I have tested the report to be running in the command...

OTRSRDNewbie

I really don't want to bother anyone with naive question. Right now I just need a few suggestion on where I should start looking. I'm not that experienced with OTRS. I am actually just setting up the development server. Its running on CentOS 6.8, its vm with 1GB RAM, 10 GB hard drive. I have copied ...

OTRSRDNewbie

Solved it. Sorry people when I arrived here there were so many tickets already and they expect everything done in short period. Suffered. A little blindness/tunnel vision already. The answer was in front of me.

OTRSRDNewbie

This is the code my predecessor created, it was only in the production server and had to ask someone to copy it for me so I can put it in the pre-production server. In case your wondering why am I testing, debugging, resolving in the pre-prod server. The development server is inaccessible even befor...

OTRSRDNewbie

There is an issue raised that I should create a dynamic field ticket creator group they specifically want it as a drop down. I am able to oblige. The other requirement was when a ticket is created in the webservice it will be set to a value in the ticket creator group. The web service is created by ...

OTRSRDNewbie

I am trying to create a report that run monthly. I ran created this in /var/cron just to test since its seems that there are serious issues with the pre-prod. I just let run overnight to see if I will get any problem with the report itself. But it did no generate one report. I have checked the /tmp/...

OTRSRDNewbie

I haven't really had yet a ticket that needs e-mail. Now while testing if I can make the monthly report their request send an e-mail did I found out that its not working anymore. I have very little experience with maintaining mail server but it looks like it accepted the mail request but no delivery...

OTRSRDNewbie

Thanks for the response, but I think the pre-prod server's mail server and sendmail is already not working. I'm not knowledgeable in administration of servers but I tried some of the tips in forums from other sites on checking if sendmail is working and it seems that the mails are stuck in some queu...

OTRSRDNewbie

Found this on static module of otrs. When is GetObjectBehaviours used? How do I get the available Behaviors or what are a lists of behaviors available besides ProvidesDashboardWidget? What otrs objects are passed or supported in Dynamic field stats and static stats? I have tried creating my static t...

OTRSRDNewbie

How do I just get tickets that are master in ticketobject->TicketGet() or in a database query how do I know if the ticket is a master ticket, regular ticket or slave ticket. I looked up the TicketGet() and looked up the ticket table and other tables. I am not sure if I missed it but I didn't seems t...

OTRSRDNewbie

Hi Actually I'm doing some testing to see if what I can use in what I should be doing and based on the reading of the document and forum. Here's how I executed it from the command line. I tried running otrsGenerateStats.pl saving it on a folder it works so the stats # is correct and CSV. GenerateSta...

OTRSRDNewbie

devel1988 I also new and the only way I can think of is maybe create a dynamic text field then if you have a GenericAgent or Custom module that run for these auto generate e-mails received to just add an extra code to cut the title. Actually I have something almost similar that I need to create in a...

OTRSRDNewbie

We are using otrs 3.3.2 running on Red Hat Enterprise Linux Server release 6.3 using MySQL Our system is set that each team has its own Queue. We have off boarding tickets that generate additional ticket for discontinued service on several queues. Sometimes new service (queues) are added, or removed...

OTRSRDNewbie

Need some guide on what document to read to as good starting point/studying Master Slave implementation.

I going through this forums and seeing some topic on just linking the tickets and parent child. Not really sure what their difference.

OTRSRDNewbie

Where can I find the Javascripts and CSS that are loaded by loader? Here's the thing I have a ticket issue that seems to be only showing up on CustomerTicketMessage in the production server. I am not yet allowed to touch the production server. So I am just trying to reverse engineer the codes in the...

OTRSRDNewbie

I have seen the CustomerTicketMessage.pm call and execute TicketACL(), from cyntias answer it supposed to enforce ACL on a ticket? When TicketACL() is called does that mean that there is already a existing ticket object ? When the ACL is run or when CustomerTicketMessage is open (New Ticket) is ther...

OTRSRDNewbie

Right now I'm just trying to reverse engineer the code. Trying to see if I can find the bug or find a way to replicate the issue by studying the code. Maybe the reporter did not know and left out an important replication step. Just a clarification ACL without Frontend filter conditions will apply to...

OTRSRDNewbie

I'm new to OTRS. So please excuse me, I am still just learning everything. What are the ACL actions available for customer frontend? My predecessor made these ACL. Never met him. But the issue seems to be only happening in the production server not in the pre-prod. According to the reporter after cr...

OTRSRDNewbie

How do I determine if SLA Calendar should be used or Queue Calendar should be used with just a ticket info? What I mean for Escalation calculation, one could set a SLA escalation or a Queue escalation. But that's automatic for escalation, I'm trying to do a time calculation in a GenericAgent. Given ...

OTRSRDNewbie

Could anyone point me on the direction I should be researching or what I should be looking for? I'm trying to create a GenericAgent that would close a ticket after it is resolve in x working days. Currently I am able to close resolved tickets after x days. I know there is a perl module for business ...

OTRSRDNewbie

Sorry I forgot to mention, it doesn't look like its just using the read and write rights. There seems to be additional rules cause I logged in as admin. And it looks like I have rw to all queues.

Which is why I am trying to find the business rule in the code or configuration or ACL

OTRSRDNewbie

What does TicketACL() do? I read the API but its not very clear. Do I need to call this function to programmatically create a new ACL on the ticket? Or Does this run an existing ACL given the parameters? Also what are they're parameters? The API document is very unclear, which part is the filter whi...

OTRSRDNewbie

Hi, Can anyone tell me where I can find any sys config rules, or maybe where can the codes be for the "To queue" or "tree view of To queue" be, I'm just new to otrs and still really not familiar with a lot of things. I am planning on updating a list of queues, I notice we have a ...

OTRSRDNewbie

I think I'm having problems with UserID now. I tried $Param{UserID}, $Ticket{'OwnerID'}. Both are blanks. I thinks thats whats keeping now the dynamic field from updating. Either that or I should have used DynamiField::BackEnd

OTRSRDNewbie

I am not familiar yet with what is inside the $Param or which objects are supported on say a ACL or Generic Event or a Custom Module. I was hoping to do a dumper, then I discovered there is a LogObject->Dumper(). I tried this but I can't seems to see this in the System Log or anywhere. LogObject->Lo...

OTRSRDNewbie

Can I do something like the one below in a Generic Agent Front End Tool - Ticket Action? I know this doesn't work. But may something of the sort can be done?

OTRSRDNewbie

The link to this tutorial could not be found already. I am not sure if I'm having connection issue or the post is archived? Is there a chance I can read this tutorial?

OTRSRDNewbie

I have tried your tutorial not sure where I made a mistake but the time I keep getting is January 1, 1970. Should I be entering something in SystemTime() for it to be this current date? use Kernel::Config; use Kernel::System::Encode; use Kernel::System::Log; use Kernel::System::Time; my $ConfigObjec...

OTRSRDNewbie

Did I make mistake in the object creation or what is objects are in a custom module. This is a custom module run by Generic Agent. I keep getting an error that that the variable $DynamicField does not exists. http://i.imgur.com/bXXo1Kf.png sub new { my ( $Type, %Param ) = @_; # all cate new hash for...

OTRSRDNewbie

Just to clarify I will need DynamicFieldGet(Name=>'ResolvedTime') something like that right? Then update using DynamicFieldUpdate() from the online document. If I understand correctly I will need to change the hash value inside Config right? Can I asks where does LogObject->Dumper() output its data?...

OTRSRDNewbie

The web interface GenericAgent has a event driven execution and schedule driven execution. How can I replicate this if I'm going to create a GenericAgent on Config/GenericAgent.pm? I am hoping this will resolve the issue of caching. There is this issue now that the dynamic field which holds the reso...

OTRSRDNewbie

I have three tickets that is very similar in issue now that I think caching may cause the issue on the other one. One at first gla nce looks like it was caused by the ACL since its reporting a wrong resolver group or there is a resolver group when the ticket is not yet resolved. I'm beginning to thi...

OTRSRDNewbie

Is there a way to input say 'June 24, 2016 1:06 pm' in a dynamic field text in Generic Agent. I tried in Generic Agent run a custom module. Its takes 5 minutes or more for it to reflect in the output of a search ticket output to csv. I tried changing the ticket object itself. I'm not sure if its upd...

OTRSRDNewbie

You mean the output of this ticket search is in a Statistics?

OTRSRDNewbie

How do I check? I search the sysconfig for cache. And there are a lot configurations. I'm not certain which one is the cache for this reporting

OTRSRDNewbie

We have these dynamic fields they are included in the csv format. What they are reporting now is that if a user after resolving a ticket if he search for the ticket and select export to CSV. And view the csv the value of the dynamic field like resolve time is not reflected. I looked at the database,...

OTRSRDNewbie

Can I add any OTRS Api Object or OTRS Backend API object in the Generic Agent custom modulus?

Does anyone know an example

OTRSRDNewbie

Yes, when I run installer.pl I specifically changed localhost and I used the root password of my virtual machine mariadb. Also after installation I have checked the Config.pm. settings.its accessing 127.0.0.1. I assembled a new virtual machine so there is no existing otrs on this. I notice the passw...

OTRSRDNewbie

We have OTRS 3.3.2 on a Red Hat Enterprise Linux Server release 6.3. The security policy is so strict I am yet to have a account on the actual servers. So I asked around to borrow theirs. I also asked someone to copy the whole otrs on the pre-production (testing) server and the database. So I assemb...

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