Znuny and ((OTRS)) Community Edition

Eggllo

Does the widget just not show up at all, or does it just not show anything?

Eggllo

I'm a bit confused about what you're asking here, but if you want to change the schedule on which your mailbox is checked, you can change that from Daemon::SchedulerCronTaskManager::Task in sysConfig. Probably either Daemon::SchedulerCronTaskManager::Task###FetchMail or Daemon::SchedulerCronTaskMana...

Eggllo

I guess I'm a bit confused about what you're looking for then... Required lock is an option that will automatically set the owner and locks the ticket when trying to do a certain action, but only if it isn't already locked to someone else. If the ticket is already locked to someone then nobody else ...

Eggllo

I would just try restarting the Daemon to see if that does anything as a first step.

/opt/otrs/bin/otrs.Daemon.pl stop
/opt/otrs/bin/otrs.Daemon.pl start

Eggllo

I would try setting the required lock to "no" rather than yes. This is likely what's causing the responsible to become owner when they start working on a ticket.

Eggllo

Hi everyone, I've been getting the following error recently in the system; Mon Aug 22 11:31:32 2016 error OTRS-CGI-46 Need Name! I can't really figure out how to track down what's causing this. The only spot where that error is specifically found is in database creation, which I'm almost certain isn...

Eggllo

You would have to create a separate dynamic field for the follow up value, i.e. DynamicField_Cus, DynamicField_Cus _Followup or something along those lines. Once you have actually created the field you should be able to set it from the postmaster filter. You would end up with something like this: 1....

Eggllo

I would personally go with a generic agent here instead of an ACL. Create an agent that triggers whenever a ticket is created with the state pending reminder, and then change the pending time to whatever you would like.

Eggllo

As an update; I tried creating another process that was completely different, and setting the process that I though was causing this to "Fade away," but the errors are still occuring and I really am not sure why. It's turning into spam errors in my log at this point, and is notably only re...

Eggllo

So I've learned a few more things about these errors.... The errors seem to be showing up every hour now, which didn't seem to be happening beforehand. Every hour at x:01. The errors still don't actually seem to be causing any issues though which is strange. by default, the ticket state is 'new'.. d...

Eggllo

Check in SysConfig under Frontend::Customer.

Set "Ticket::Frontend::CustomerDisableCompanyTicketAccess" to Yes, should solve your issue.

Eggllo

I don't believe that automatic notifications will ever count as a first response time, and probably for a good reason since it's not really much of a response, just an automated notification. The only way I could think of doing it would be through some custom code somewhere. There's a pretty good po...

Eggllo

For some reason I hadn't even though of ACLs as a solution to this, it works perfectly!

Thanks for the suggestion.

Eggllo

I can confirm that none of my transitions try to change the state of the ticket. Is there some limitation on what ticket states can become process tickets?

Eggllo

Process state or ticket state? I wasn't aware that there had to be a specific state for a process... I don't think I ever change the state during my process either. I will check to make sure and let you know.

Eggllo

Hey guys,

I was just wondering if anyone knew of a way to hide a tab on the action row only for process tickets. For example if I wanted to hide the "Decision" tab or the "Priority" tab for process tickets, but leave them there for any tickets that aren't part of a process.

Eggllo

Hey guys, I've been running into something kind of strange recently and I figured it was time I get around to figuring out what exactly is going on. After looking everywhere for other examples of this happening I haven't really had any success. I've been getting the following errors every once and a...

Eggllo

What is it showing in the system logs when these emails are being sent out? Can you tell which aspect of the escalation is being triggered? (first response, solution, etc). Also how long after closure are these notifications being sent out? An hour? A day? Months?

Eggllo

I know that there are commercial add-ons for this in OTRS business solution, possible elsewhere. Check out this post:

viewtopic.php?f=62&t=32794&p=133333&hilit

Eggllo

Good to hear, that was why I was asking about the alphabet because a lot of the time if you're sorting by letter, any customers with a username with t-z, (or something like that) won't show up if you have more than the default 200 customer search limit.

Eggllo

In your Config.pm do you have line something like this? AlwaysFilter => '()' Could be that you have some sort of filter going on that's hiding some of the users? Just one thought. It's just random customers that seem to be missing right? Not just the entries closer to the end of the alphabet or some...

Eggllo

If the emails are shown in the logs as being sent out, there's a good chance that it's an issue with your mail server or your mail settings rather than OTRS. What mail service are you using?

Eggllo

Are you just using the standard backend or something like LDAP?

Eggllo

There is a setting in SysConfig, DynamicFieldFromCustomerUser::Mapping and Ticket::EventModulePost###930-DynamicFieldFromCustomerUser. I believe this should have the functionality you're looking for.

Eggllo

The only way I could think of doing that (without ITSM) would be to have generic agents for each group of services/slas that would change the priority based on those services and slas after the ticket is created. Perhaps some custom development might do it, but beyond that I can't be much more help ...

Eggllo

I believe so, and maybe I'm just crazy because I've been working only with OTRS::ITSM for a while, but I thought that services and SLAs were installed together. There's a good chance I'm wrong here though :) If that's the case then it's still an option, but it might be a bit excessive to install all...

Eggllo

You might try thinking about it in a bit of the reverse way. One option you could try is to assign a priority based on the service, rather than a service based on the priority. When you make a new service there's an option to give it a criticality, if you edited the Criticality <-> Impact <-> Priori...

Eggllo

Good to hear :D It is kind of strange, maybe there's just something we're missing, as I actually leave mine on DB and it still works fine with LDAP and I don't get errors. Might be because I added a 1 at the end of the new authmodule to differentiate from the normal DB module, not too sure. Good to ...

Eggllo

I do have the separate section in my config for authentication, so you could also try adding these parameters (filled out of course) and see if it makes any difference: $Self->{Customer::AuthModule1'}= 'Kernel::System::CustomerAuth::LDAP'; $Self->{Customer::AuthModule::LDAP::Host1'} = '' $Self->{Cus...

Eggllo

got it updated and still getting the error: First bind failed! 80090308: LdapErr: DSID-0C0903D0, comment: AcceptSecurityContext error, data 52e , v2580 52e is saying that your search user credentials are invalid. From http://wiki.servicenow.com/index.php?title=LDAP_Error_Codes#gsc.tab=0 49 / 52e AD...

Eggllo

To get you started, there is an option for generic agents to trigger when a ticket is created, under "Event based execution (single ticket)". There is also an option to filter tickets under "Select Tickets." If you use ticket create in conjunction with filtering based on type, an...

Eggllo

From what I can tell the settings in SysConfig are just for the AuthModule and not the backend itself. Things like the attribute mapping and customer search parameters are all needed in the Config.pm. You could probably forgo that second section of the defaults.pm by using SysConfig, I'm not exactly...

Eggllo

If you are using this to limit customers I think your best bet would be to use generic agents rather than ACLs. From the web interface you could remove the option to set a queue completely through SysConfig, and then just use a generic agent to set the queue (based on type) when the ticket is create...

Eggllo

As an added note, I don't actually have LDAP selected for my AuthModule in SysConfig, I'm using DB as my authentication, most of my LDAP integration is coming from Kernel/Config.pm. You might also find this post from crynthias pretty helpful to troubleshoot your integration. http://forums.otterhub.o...

Eggllo

Ah ok, well in that case i'm not 100% sure how to solve the issue. I actually had some trouble with those notifications myself, and ended up getting by it with a workaround. If you needed a temporary fix you could add a dynamic field that changes whenever the ticket first response time has been reac...

Eggllo

If there's nothing in config.pm you should copy in some sections from defaults.pm. These sections in particular for an LDAP backend: # CustomerUser # (customer user ldap backend and settings) # $Self->{CustomerUser} = { # Name => 'LDAP Backend', # Module => 'Kernel::System::CustomerUser::LDAP', # Pa...

Eggllo

Have you made sure your LDAP credentials are correct? It might be helpful if you could post the relevant areas of your config.pm as well.

Also, are you running OTRS on Windows or just the AD?

Eggllo

First thing would be to make sure you have a mail account set up in the PostMaster Mail Accounts section from the Admin menu. If you've already done that make sure you have it set to match the mailserver encryption settings. IMAP, IMAPS, IMAPTLS, or the same POP, POPS, POPTLS for SSL or TLS encrypti...

Eggllo

Do you want them to be notified at the Notify by %? i.e. send out a notification at 80% of the first response time? I'm a bit confused by

"Escalation - first response time" minus "Notify by %"

Eggllo

I am able to see the created by field when viewing a process ticket, as soon as it has been created. Look where normal tickets would show ticket information and customer information, to the right of your screen...

process%20example%20picture.png

Eggllo

I can't speak on OTRS 4 but at least for our system in OTRS 5 there is an entry in the process information section "Created by" which seems to give the exact info you're looking for. You could always try upgrading if this isn't something that's available in OTRS 4.

Eggllo

Why would you want to change the ID? I'd have to agree with jojo here.

Eggllo

You could try checking out TicketCounter.log, but you might have to do some extra config in Config.pm... Check out this article from one of the mailing lists: http://otrs.otrs.narkive.com/7vaZnHDC/is-it-possible-to-purge-all-tickets-and-start-new-without-losing-the-config <OTRS_HOME>/var/log/TicketC...

Eggllo

Hey, Check out Core::Ticket in sysconfig. The setting DynamicFieldFromCustomerUser::Mapping should let you map customer attributes to dynamic fields. Just make a dynamic field for the customer name, and then use that setting to map it. You should be able to show the resulting dynamic field in your s...

Eggllo

If you go to edit your signature and hit the source button (same bar as format, font, etc) you should be able to insert an <img> tag and add an image. Check out these other threads on the same subject: http://forums.otterhub.org/viewtopic.php?t=29110 http://forums.otterhub.org/viewtopic.php?t=23894#...

Eggllo

Got it to work, thanks so much for your help.

I was editing Core.UI.TreeSelection.js, foolish me never had the thought to go to Core.UI.InputFields.js. Adding in the code you suggested at line 1385 seems to have done the trick.

Thanks again.

Eggllo

What do you have as your key and content for Ticket::StateAfterPending?

Eggllo

Just as an added note, the setting reneeb mentioned can be found in Daemon::ScheduleTaskWorker and is called Daemon::ScheduleTaskWorker::NotificationRecipientEmail.

Eggllo

What version of FAQ are you using? I haven't used any of the previous versions of the FAQ model, but in 5.0.3 there are 3 text categories that are considered external, Symptom, Problem, and Solution. You should be able to fit any description or comments you want in there.

FAQ%20test.png

Eggllo

Hi reneeb, Unfortunately, this doesn't seem to have done anything. I had also tried something similar when I was first trying to figure it out and that didn't work either. Am I just doing something wrong when changing the code? Not the best with perl or js but I would like to think I'm able to copy ...

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