Search found 17 matches
- 10 Oct 2017, 14:07
- Forum: Help
- Topic: How can I move a lot of tickets?
- Replies: 2
- Views: 1642
Re: How can I move a lot of tickets?
You could set the SysConfig option Ticket::Frontend::AgentTicketBulk###RequiredLock to "no" Hi! Thanks! I changed it is working better (our agents were always asking why tickets were blocked when mass-action was selected) but it seems there is more involved in this process. Unfortunatelly...
- 02 Oct 2017, 15:59
- Forum: Help
- Topic: How can I move a lot of tickets?
- Replies: 2
- Views: 1642
How can I move a lot of tickets?
Hi there, Our OTRS5 is configured in a way that our tickets arrive into a single queue (from support@...) - lets call it "first level queue" - and then these tickets must be distributed (moved) to other queues that act as the "entry" queue for each department - lets call them &qu...
- 17 Aug 2017, 21:41
- Forum: General
- Topic: Forwarding message via AdminNotificationEvent
- Replies: 1
- Views: 28742
Forwarding message via AdminNotificationEvent
Hi there! One user (agent) of our OTRS receives several HTML e-mails (as new Tickets) that must be forwarded to a specific e-mail. As of today this agent open those tickets one by one and use the "article forward" option to perform this task, closing the ticket afterward. Since the number ...
- 15 Aug 2017, 21:17
- Forum: Help
- Topic: System Log Errors
- Replies: 7
- Views: 4229
Re: System Log Errors
Hi there, After a long winter I had time to dig out the reason behind this problem. It seems that the Daemon worker is not acting as it was supposed to regarding error logging. There are NO errors at all on those cases, but de Daemon worker was acting as if "Debug" messages were errors (th...
- 15 Aug 2017, 15:57
- Forum: Help
- Topic: Bogus MySQL connection error at event log
- Replies: 3
- Views: 2037
Re: Bogus MySQL connection error at event log
I restarted the daemon and this problem has gone way. Probably the old daemon was running against the new version of the systems.
- 15 Aug 2017, 15:10
- Forum: Help
- Topic: Bogus MySQL connection error at event log
- Replies: 3
- Views: 2037
Re: Bogus MySQL connection error at event log
It is worse than I thought.
In fact, timed generic agents are not running correctly because of this problem. The time generic agents stopped to work is exactly the time I updated the system from 5.0.19 to 5.0.21. Weird. Still no clues on how to deal with this problem.
In fact, timed generic agents are not running correctly because of this problem. The time generic agents stopped to work is exactly the time I updated the system from 5.0.19 to 5.0.21. Weird. Still no clues on how to deal with this problem.
- 14 Aug 2017, 16:53
- Forum: Help
- Topic: Bogus MySQL connection error at event log
- Replies: 3
- Views: 2037
Bogus MySQL connection error at event log
Hi there, I have just noticed that after the latest OTRS patches (I updated from 5.0.19 to 5.021 and then to 5.0.22) the system event log started to display lots and lots of "Can't connect to MySQL server on '172.31.0.64' (111)". The system, however, is working ok and is accessing the data...
- 06 Jun 2017, 20:25
- Forum: Help
- Topic: System Log Errors
- Replies: 7
- Views: 4229
Re: System Log Errors
Looks good. Die you configured var/cron/aaa_base and set an appropriate e-mail address where output is send? It was configured to send mails to root@localhost. I configured it to send them to my e-mail, and now I am receiving messages about the errors, but no extra information to help me identify t...
- 01 Jun 2017, 22:02
- Forum: Help
- Topic: System Log Errors
- Replies: 7
- Views: 4229
Re: System Log Errors
In the case you are talking about the cron user, it is on "otrs" user's crontab:
# check OTRS daemon status
*/5 * * * * $HOME/bin/otrs.Daemon.pl start >> /dev/null
# check OTRS daemon status
*/5 * * * * $HOME/bin/otrs.Daemon.pl start >> /dev/null
- 01 Jun 2017, 19:06
- Forum: Help
- Topic: System Log Errors
- Replies: 7
- Views: 4229
Re: System Log Errors
How can I check the user used to run those daemons?wurzel wrote:Hi,
is it the right user doing it?
is your $HOME correct?
Anyway, the home for OTRS user is set to /opt/otrs .
- 01 Jun 2017, 14:21
- Forum: Help
- Topic: System Log Errors
- Replies: 7
- Views: 4229
System Log Errors
Hi there, About a year ago we migrated from OTRS 4.x to OTRS 5. Since that time the system has been working ok, but I have been receiving a lot of error messages on System Log. Specifically, the errors are: - There was an error executing Execute() in Kernel::System::Console::Command::Maint::Ticket::...
- 17 Jun 2016, 16:47
- Forum: Help
- Topic: Upgrading 4.0.12 to 5.0.10
- Replies: 5
- Views: 1770
Re: Upgrading 4.0.12 to 5.0.10
Hi again, I think I spotted the problem. ZZZAAuto.pm is a "compilation" of all config XML files and include perl variable/array definitions for every default OTRS configuration. It seems the system call ZZZAAuto.pm so all variables are set to default values and, after that , ZZZAuto.pm (us...
- 14 Jun 2016, 19:59
- Forum: Help
- Topic: Upgrading 4.0.12 to 5.0.10
- Replies: 5
- Views: 1770
Re: Upgrading 4.0.12 to 5.0.10
It seems my /opt/otrs/Kernel/Config/Files/ZZZAuto.pm we not propperly updated.
I noticed it references libraries from older version... (jquery 1.11.1, for instance, instead of jaquer 2.1.4).
Is there a console command to check/adjust it?
I noticed it references libraries from older version... (jquery 1.11.1, for instance, instead of jaquer 2.1.4).
Is there a console command to check/adjust it?
- 14 Jun 2016, 17:26
- Forum: Help
- Topic: Upgrading 4.0.12 to 5.0.10
- Replies: 5
- Views: 1770
Re: Upgrading 4.0.12 to 5.0.10
Please provide the apache log while the error occurrs I restored the previous virtual machine state and executed all install steps again, making sure to not copy *anything* unwanted from previous installation. After that, things are "somewhat" working. At least I could log to the customer...
- 14 Jun 2016, 15:57
- Forum: Help
- Topic: Upgrading 4.0.12 to 5.0.10
- Replies: 5
- Views: 1770
Upgrading 4.0.12 to 5.0.10
Hi there, I have been able to set up a test copy of our production OTRS (version 4.0.12) and tried to perform the update to 5.0.10 following the steps described on the webpage ( https://otrs.github.io/doc/manual/admin/5.0/en/html/upgrading.html ). The fact is, after step 8 (restarting cron, apache, ...
- 02 Jun 2016, 13:55
- Forum: Help
- Topic: PostMaster is not fetching some e-mail
- Replies: 5
- Views: 2265
Re: PostMaster is not fetching some e-mail
It's possible (?) that the gmail account is no longer enabled for POP3/IMAP4. Are you able to test access with another mailbox app such as Mozilla Thunderbird? I have ran some tests using thunderbird and everything seems fine. Nevertheless, every e-mail that arrived in the last two days were correc...
- 31 May 2016, 16:33
- Forum: Help
- Topic: PostMaster is not fetching some e-mail
- Replies: 5
- Views: 2265
PostMaster is not fetching some e-mail
Hi there, My name is Daniel Caetano and I am responsible for OTRS installation in our department at University of São Paulo. Our system is configured to fetch some gmail accounts and create tickets on several queues. Everything has been working fine for more than a year but last week a strange behav...