Znuny and ((OTRS)) Community Edition

dsekelybrs

I am encountering a few issues. Firstly, notifications that I have set up are missing some information. Secondary notification is missing the following: Which user was affected: _____ What was the wave number: _____ Notification back to the user is not showing the "What was the wave number:&quo...

dsekelybrs

I was able to resolve this. Somehow the user did something with the filtering on that portion of the dashboard and It took me some time to realize it.

Is there a way to disable that feature?

dsekelybrs

We use AD to control access to roles/groups in otrs. I have a user that is not seeing any new tickets in the new ticket portion of the dashboard for a certain queue. I have removed the user from the role and then re-added but it still does not show up. I have added the role to myself and another sup...

dsekelybrs

FYI I finally found the issue with the Config.pm this line was the issue $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; Should be $Self->{'Customer::AuthModule'} = 'Kernel::System::Auth::LDAP'; Sorry, but this is weird. It is always like this: - Agents: $Self->{'AuthModule'...

dsekelybrs

FYI I finally found the issue with the Config.pm

this line was the issue
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';

Should be
$Self->{'Customer::AuthModule'} = 'Kernel::System::Auth::LDAP';

dsekelybrs

root wrote: ↑26 May 2023, 07:51 Hi David,

Can you post your CustomerUser and CustomerAuth configuration? There is something that does not match.

- Roy

Is what I posted what you are looking for?

dsekelybrs

$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldaps://ad.domain.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=All Users,dc=ad,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->...

dsekelybrs

RemoteAddress: RequestURI: /otrs/customer.pl Traceback (6443): Module: Kernel::System::CustomerUser::LDAP::new Line: 73 Module: Kernel::System::CustomerUser::new Line: 89 Module: Kernel::System::ObjectManager::_ObjectBuild Line: 306 Module: Kernel::System::ObjectManager::Get Line: 200 Module: Kernel...

dsekelybrs

I was revisiting this issue and I was able to change ldap to ldaps in the config. Once doing that the agents were able to log in without any issues but the customers (ad users) were not able to login. Both agents and customers are using the same ldap server. Customers get the following after they en...

dsekelybrs

I commented out the port designations and I was still able to log in with it using ldaps://ad.domain.com. I tried to verify that it was using ldaps on the ad server but I only saw a connection to port 389 from my otrs server. Is there a way I can verify that it is using ldaps (636) instead of ldap (...

dsekelybrs

That did not seem to work. I replaced all instances of LDAP::Host to ldaps://______

dsekelybrs

I will try that. Our current config didn't specify http in the hostname option that is why I asked

example
$Self->{'Customer::AuthModule::LDAP::Host'} = 'local.domain.com';

dsekelybrs

I'm trying to figure out what places need to be changed in my config to use ldaps instead of ldap. I see a couple of spots where the ldap port is defined (389). Do I just change those to ldaps port (636) # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389...

dsekelybrs

Is it possible to allow an agent accesss to only tickets assigned to them in a queue without having full access to the rest of the tickets in the queue?

otrs 6.0.33

dsekelybrs

I am trying to set certain queues to keep the state when the user replies. But on the flip side I still want customers to be able to re-open a ticket that is closed by replying to an email from the ticket thread. Hi David, This should do the trick: 1.) Create a new dynamic field for the ticket, typ...

dsekelybrs

I am trying to set certain queues to keep the state when the user replies. But on the flip side I still want customers to be able to re-open a ticket that is closed by replying to an email from the ticket thread. Hi David, This should do the trick: 1.) Create a new dynamic field for the ticket, typ...

dsekelybrs

ok just wanted to make sure. I will update with results.

dsekelybrs

Is this in addition to the previous response from hkais? I am trying to set certain queues to keep the state when the user replies. But on the flip side I still want customers to be able to re-open a ticket that is closed by replying to an email from the ticket thread. Hi David, This should do the t...

dsekelybrs

We have certain states that we want to keep tickets in until ready for the next state (wip, qa, ready for production). Every time there is a reply the state changes. We have to change it back every time and it’s becoming tedious. On the flip side we still want the customer to be able to re-open the ...

dsekelybrs

I am trying to set certain queues to keep the state when the user replies. But on the flip side I still want customers to be able to re-open a ticket that is closed by replying to an email from the ticket thread. I was able to create a postmaster filter that kept the state by filtering the email add...

dsekelybrs

I was doing some more research and would this be something that company tickets could handle?

dsekelybrs

currently using OTRS 6.0.25 internal agents/customers are synced with AD We do have external customers as well I want to make a queue and sub queues read only to internal agents/customers only. Is it possible to create groups for customers and in turn give them read only access in this fashion even ...

dsekelybrs

This ended up being a bad postfix filter that was not properly configured that was sending messages to the raw queue

dsekelybrs

We are using postfix to get emails into OTRS. This particular issue is only happens with the tickets submitted from our web form that has the X-OTRS-Queue assigned. We don't allow our regular users to send emails to these particular queues so we use the headers to direct them to the desired queue ba...

dsekelybrs

we are not using a fetch account to pull in tickets. so this is not applicable.

dsekelybrs

I am tracking this down further and it appears that OTRS is not following the X-OTRS-Queue set in the mail header to assign the ticket to the correct queue. These come from a web form and the mail header is assigned based on the form used.

Where would I look next to resolve this issue?

dsekelybrs

I'm having an issue where new tickets that are coming into the raw queue instead of the assigned default queue. This has been working correctly for some time but something changed and I can't seem to track down what could be causing it. system config setting Core::PostMaster PostmasterDefaultQueue i...

dsekelybrs

I was able to figure out how to use GenericAgent to accomplish what I needed.

Search for ticket by number and then change assignments that I needed in the Generic Agent definitions. Manually run the generic agent after making config changes

dsekelybrs

That should have been move queues without having to take ownership. Some of our managers are wanting to be able to move tickets to different queues without having to take ownership, move the queue and then assign the ticket to the agent that will work on it.

dsekelybrs

I am wondering if it is possible to give a few users the ability to change the owner of a ticket without having to go through the process of changing the ownership to themselves and then assign it to the required agent.

dsekelybrs

I have a transition action that sets a dynamicfield value to the <OTRS_TICKET_OWNER> but only works when I reject a process. When I approve the first step of the process it sets the owner to root. They both use the same action. approval history Screen Shot 2017-04-20 at 11.23.08 AM.png reject histor...

dsekelybrs

I will try that route. Thank you for all of your help. I appreciate it.

dsekelybrs

No I do not.

dsekelybrs

I can't find anywhere in the process that is changing that dynamicfield value PM1AssignedRep. I only see that dynamic field referenced 2 times --- Activities: Activity-031175fffa45d413ffeb021984bbd898: ActivityDialogs: - ActivityDialog-0be5be36d0321d7d0db33f2335c3188a - ActivityDialog-80148b408520e9...

dsekelybrs

I did notice that in looking through it. I will have to look at the process and see if I can see something.

dsekelybrs

sorry this is new to me so took me a bit to find it. History of Ticket#10772102 — Sales Policy Request - test (Test) Close dialog History Content ACTION COMMENT ZOOM USER CREATETIME NewTicket New Ticket [10772102] created (Q=Customer.Service;P=3 normal;S=new). - Ticket System 03/30/2017 12:04:03 (-4...

dsekelybrs

do you mean this

Screen Shot 2017-03-31 at 11.39.55 AM.png

dsekelybrs

The field is not blank when submitting the request

Screen Shot 2017-03-31 at 9.51.39 AM.png

The field is not showing either when I open the ticket view

Screen Shot 2017-03-31 at 9.53.10 AM.png

But it is on the other process ticket view

Screen Shot 2017-03-31 at 9.55.20 AM.png

dsekelybrs

Here is the code source of the notification Not working Source Code A New Sales Policy Change request has been Auto Approved. New or Change: <OTRS_TICKET_DynamicField_PM1ChangeType> Account Number: <OTRS_TICKET_DynamicField_PM1AccountNumber> ...

dsekelybrs

Sorry here is the dynamic field config. Like I mentioned before this does work for one process management notification but not the other.

Screen Shot 2017-03-31 at 8.40.29 AM.png

Screen Shot 2017-03-31 at 8.40.39 AM.png

dsekelybrs

Which configs do you need to see DynamicFields::Driver::Registration 7 DynamicFields DynamicFields::ObjectType::Registration 2 DynamicFields Frontend::Admin::ModuleRegistration 6 DynamicFields Frontend::Agent::Preferences 2 DynamicFields Here is the notification text field in question <OTRS_TICKET_D...

dsekelybrs

I have a dynamic field I am sharing between process management processes. I'm only able to display the value on ticket notifications for one of the processes. It is setup as a ticket dynamic field. When I pull up the ticket in OTRS for the first process I don't even see the field listed in the reque...

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