Znuny and ((OTRS)) Community Edition

lis9

Thanks for your reply. Unfortunately, there aren't just these 3 errors. Those are 3 TYPES of errors :( Currenly I am trying to run indexing on production environment, and constantly receiving such error (for article index): Message: Query failed for engine: Kernel::System::Search::Engine::ES. Messag...

lis9

Hello! In documentation to Znuny-Search plugin there is [1.3.1]: “Daemon::SchedulerCronTaskManager::Task###SearchEngineReindex”, cron task which re-indexes data at specified time when there is a mismatch between sql and elasticsearch object count, [...] • “Daemon::SchedulerCronTaskManager::Task###Cu...

lis9

Hello! I'm testing ES indexing for Znuny. My database is really big, (f.i: ticket_history has over 118 mln records, tickets over 11 mln), therefore testing such solution is essential. During first indexing of ticket index I receive (in system log) three types of errors: Fri Feb 16 09:08:48 2024 (Eur...

lis9

Thank you so much! You helped me a lot!

Best regards!

Daniel

lis9

Thanks for this tip!

Daniel Lisiecki

lis9

Thank You for your very quick reply. I had this solution in mind, but this is only applicable if child tickets are process tickets too (as its parent). So my choice is: write a module and attach it to ticket create event using Generic Agent, or make the child tickets process tickets with two activit...

lis9

Hello! In my process i have to create child ticket to my process ticket. The child ticket is a simple ticket in different queue. The action I want to do is to close all process ticket children when one of transitions occurs. Of course I can use ForeignTicketID or ForeignTicketNumber parameter to clo...

lis9

You can change default state on new note screen: Ticket::Frontend::AgentTicketNote###StateDefault it will change state to open when new note is added. This setting is available to almost every dialog: emails, phone, e.t.c Ticket state, that is updated by customer's responds by email, can be change i...

lis9

I have found that problem is in Kernel::System::PDF file. In function _CurPageDimSet [...] # set CurPageWidth if ( defined( $Param{Width} ) && $Param{Width} >= 100 && $Param{Width} <= 10000 ) { $Self->{Current}->{PageWidth} = int( $Param{Width} ); $NewValue = 1; } # set CurPageHeight...

lis9

Hello! Is this possible to configure CMDB (General Catalog) like this: to show read-only to agent this ConfigItems, which he/she owns? I have created a role, which contains itsm-configitem group in read-only and it is working as expected, but I am thinking how to restrict output only to owned config...

lis9

Hello! I would like to create custom PDF document - kind of small sticker label size 5x3cm. In my custom module (I run it in GenericAgent when process changes its Activity): [...] my $nalepka = $Kernel::OM->Get('Kernel::System::PDF'); my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout...

lis9

Thank you Roy, for your suggestions.
Parent's ID is just a my choice.
BUT your link to new transtion action parameters is just great! I didn't noticed that! I asked about it in this thread: viewtopic.php?f=53&t=43400 but no one has answered me

Thanks a lot!

Daniel

lis9

There are possibilities. For instance: if you have OTRS 6.0.x you probably need perl module for this (I have written once such a module). For Znuny 6.x you have invoker for outgoing webService, which gives more possibilities (I use it in newer processes), for instance: when creating child ticket I s...

lis9

This is error_log stack trace: ERROR: OTRS-CGI-70 Perl: 5.26.3 OS: linux Time: Tue Feb 21 10:17:43 2023 Message: Need ID! RemoteAddress: 10.21.4.29 RequestURI: /otrs/index.pl? Traceback (1419323): Module: Kernel::System::StandardTemplate::StandardTemplateGet Line: 152 Module: Kernel::Modules::AgentT...

lis9

Hello! Since OTRS upgrade to version 6.4.5 from from 6.0.30 I have problem with this error in system log, for instance: Mon Feb 20 15:32:50 2023 (Europe/Warsaw) error OTRS-CGI-70 Need AttachmentID or StandardTemplateID! Mon Feb 20 15:32:50 2023 (Europe/Warsaw) error OTRS-CGI-70 Need Text! Mon Feb 20...

lis9

No

Use System Configuration. in Core->Ticket section you may find ArchiveSystem section of config options.

Daniel Lisiecki

lis9

Did you set Ticket::MergeDynamicFields setting before?

Best regards
Daniel Lisiecki

lis9

Run ArchiveSystem feature (Ticket::ArchiveSystem), then set GenericAgent job for setting archive flag for closed tickets older than 2 weeks. The follow-ups that come to archived tickets will create new ticket, but your agents should learn how to find archived tickets (there is special flag for searc...

lis9

Everything looks fine except two things: In generic agent MyNotoficationSelector = Selected should be used in section ADD/Modify TICKET parameters, NOT in select ticket filter. This agent simply should CHANGE/SET DynamicField value, not use it as ticket filter! On the other hand in notifications dia...

lis9

Hello! Try this: 1) create DF type text and name it for instance MyNotificationSelector 2) create Generic Agent job which runs every hour (or minute, or any other interval) which select every ticket in queue you wish, and sets DF MyNotificationSelector to value "Selected" 3) create notific...

lis9

try running pending command check manually first.. su -c "bin/otrs.Console.pl Maint::Ticket::PendingCheck" -s /bin/bash otrs The result is the same, as in the first post: ERROR: OTRS-otrs.Console.pl-Maint::Ticket::PendingCheck-70 Perl: 5.26.3 OS: linux Time: Wed Jan 4 12:25:53 2023 Messag...

lis9

Hello! A would like to ask for Your opinions about this error. Daemon job PendingCheck returns error: ERROR: OTRS-otrs.Console.pl-Maint::Ticket::PendingCheck-70 Perl: 5.26.3 OS: linux Time: Tue Jan 3 15:44:42 2023 Message: Need CustomerID! Traceback (3972410): Module: Kernel::System::CustomerCompany...

lis9

Hello!

I would like to ask for a roadmap information for 6.4 functionality:
- Add notes to linked tickets* (released as add-on).

Is this add-on already available?

Daniel Lisiecki

lis9

there are a lot of possibilities: use filters on incoming email, use generic agent, show responsible listbox on forms you need

Daniel

lis9

Uncheck Ticket::ResponsibleAutoSet in Core->Ticket

Daniel

lis9

Yes you can load user data into database table and attach it to znuny as Customer User Backend. The documentation is here: https://doc.znuny.org/doc/manual/admin/6.0/en/html/external-backends.html#customer-user-backend It is possible to send automatic email to every backend record, but you have to d...

lis9

put this code into the <yourfilename>.xml and place it in Kernel/Config/Files/XML/ <?xml version="1.0" encoding="utf-8"?> <otrs_config version="2.0" init="Application"> <Setting Name="DashboardBackend###1100-MyTicketsList" Required="0" Vali...

lis9

Hi Johannes, Thank You for your reply. As you suggested I've created translation file in GitHub repository. I hope I've done it correctly (for the first time :)). Unfortunately it was RPM upgrade from 6.0.40, so the old XML files just existed in directory, and Maint::Config::Rebuild --cleanup did no...

lis9

Hello! I/ve just upgraded my system to 6.4.3 and everything works fine, but I've got two strange issues I can't resolve by myself: 1) Don't know why "Reports(OTRS Business Solutinon™)" appears again in Reports menu. Every Business Solution configuration element I found is disabled. in 6.0....

lis9

Today is 504 Gateway Timeout

lis9

Hello!

Is failure: https://addons.znuny.com/api/addon_repo ... c/otrs.xml: 502 Bad Gateway
only my problem or has anybody the same issue?

Best regards
Daniel

lis9

Hello, In Computer Class definition we have "Owner" input field (Type Customer). This field gets values from customers table (or external datasource). If I enter value for Owner then save the data, and next press Edit on ConfigItemZoom, the edit dialog window for Owner field is empty. Savi...

lis9

Hello,

It is possible to grant to the agent who is mentioned RW permissions to a ticket? By default the mentioned agent gets RO permissions just like observer.

Daniel Lisiecki

lis9

Roy, Thank you very much for your assistance. I think that reinstalling ITSM from scratch solved the problem. My opinion is that something went wrong on stage of migration 6.2 to 6.3, when repository configuration changes. I will now test the other scenario and migrate thru 6.3.1 and 6.3.4 step by s...

lis9

Ofcourse i did

many times

Now my plan is to uninstall all packages and just in this moment i've got problem with uninstalling ITSM-6.4.2. It just wouldn't uninstall! I will try to do it manually.

DL

lis9

Yes, but there were just upgrades from previous versions: FAQ GeneralCatalog ImportExport ITSM ITSMChangeManagement ITSMConfigurationManagement ITSMCore ITSMIncidentProblemManagement ITSMServiceLevelManagement CloneDB MasterSlave Survey Znuny: Autoselect DownloadAllAttachments EscalationSuspend ITSM...

lis9

in this file I have this module uncommented:

LoadModule mpm_prefork_module modules/mod_mpm_prefork.so

lis9

additionally in system log I have found some errors:

Cannot add or update a child row: a foreign key constraint fails (`otrs_test`.`ticket_flag`, CONSTRAINT `FK_ticket_flag_ticket_id_id` FOREIGN KEY (`ticket_id`) REFERENCES `ticket` (`id`)), SQL: '

lis9

RockyLinux 8.6, MariaDB 10.4.8 perl 5, version 26, subversion 3 (v5.26.3) o Apache::DBI......................ok (v1.12) o Apache2::Reload..................ok (v0.13) o Archive::Tar.....................ok (v2.40) o Archive::Zip.....................ok (v1.68) o Authen::SASL.....................ok (v2....

lis9

Yes, the situation is now stable :D 1) I have to make a review of open tickets. The most important thing was to have below 8000 open tickets at any time. 2) Schedule Generic Agents to remove (delete) closed und not needed anymore tickets 3) Installed junk filter to move unwanted emails to junk and t...

lis9

I've installed new Znuny feature version 6.4.3 on my testing instance. It is sometimes unstable. I've got some perl errors: [Thu Sep 22 14:19:11.502455 2022] [perl:error] [pid 73339] [client 172.23.0.233:65030] Use of each() on hash after insertion without resetting hash iterator results in undefine...

lis9

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lis9

Hello! My system is large. I have circa 10 million articles, past 7 million tickets, +100k new tickets every month, 20 million of dynamic field values. I try to keep it as tidy as possible, and have ca 100k open tickets, other tickets are archived. Sice last year dashboard just started to load very ...

lis9

.* works fine for anything and ^$ for empty. Please note that a dynamic field if it has no value is not existant for this ticket so checking on empty will not work here Yes, I'm aware of that, but my situation is quite different. I have some values in DF type textarea. Every line begins with ZH-<nu...

lis9

Yes right. I use the GUI to create processes. Unfortunately the working solution seems to be ZH* without ^$. It's sad because I cannot look for empty/whitespace field using such regex as (^$)|(\s+$). It seems that the only solution is to write my own transition validation module :-( In your example ...

lis9

Hello! I would like to ask you for transition condition type regex. The documentation says: (https://doc.otrs.com/doc/manual/admin/6.0/en/html/process-management.html#id-1.7.3.5.5.3) "Regex: The field value can be tested with a regular expression. It is important that Match contains qr{}xms as ...

lis9

Hello! My use case is: when Target ticket is closed -> find parent ticket and change it's dynamic field. To achieve this I decided to write a custom module (my first module ever!). Module works as designed: takes TicketID passed by Generic Agent, searches for parent and changes parent's DF to desire...

lis9

Between the steps of process there is a line called transaction. With transaction can be connected a transaction action. This transaction action is a place, where every changes in ticket can be made when changing process step.

DL

lis9

reneeb wrote: ↑16 Sep 2018, 09:12 The notification won't be sent when the recipient is the agent who triggers the notification...

It's why I'm testing on three different agent acounts
Despite of restart, upgrade to 6.0.10, still haven't got solution.

Maybe this depends on some specific agent account notification settings?

lis9

No signs of malfuncion in communication log. History of ticket looks like the event didn't occured.
I'll try to restart services including httpd at sunday (closest maintenance window).

Thank you very much for testing it for me

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