Search found 55 matches
- 08 Mar 2024, 11:56
- Forum: General
- Topic: Elasticsearch - errors while building index "tickets"
- Replies: 3
- Views: 1217
Re: Elasticsearch - errors while building index "tickets"
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...
- 07 Mar 2024, 12:14
- Forum: General
- Topic: Search Engine plugin - is documentation up to date?
- Replies: 1
- Views: 915
Search Engine plugin - is documentation up to date?
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...
- 16 Feb 2024, 10:21
- Forum: General
- Topic: Elasticsearch - errors while building index "tickets"
- Replies: 3
- Views: 1217
Elasticsearch - errors while building index "tickets"
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...
- 03 Dec 2023, 23:31
- Forum: General
- Topic: [solved] Restrict CMDB view
- Replies: 2
- Views: 2941
Re: Restrict CMDB view
Thank you so much! You helped me a lot!
Best regards!
Daniel
Best regards!
Daniel
- 26 May 2023, 08:27
- Forum: General
- Topic: [SOLVED] TransitionAction: CreateTicket - new ticketID
- Replies: 4
- Views: 2399
Re: [SOLVED] TransitionAction: CreateTicket - new ticketID
Thanks for this tip!
Daniel Lisiecki
Daniel Lisiecki
- 25 May 2023, 15:18
- Forum: General
- Topic: [SOLVED] TransitionAction: CreateTicket - new ticketID
- Replies: 4
- Views: 2399
Re: TransitionAction: CreateTicket - new ticketID
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...
- 25 May 2023, 12:34
- Forum: General
- Topic: [SOLVED] TransitionAction: CreateTicket - new ticketID
- Replies: 4
- Views: 2399
[SOLVED] TransitionAction: CreateTicket - new ticketID
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...
- 20 Apr 2023, 20:02
- Forum: General
- Topic: Reopen pending ticket if article added [SOLVED]
- Replies: 2
- Views: 1354
Re: Reopen pending ticket if article added
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...
- 14 Apr 2023, 12:00
- Forum: Developers
- Topic: [SOLVED] custom PDF document
- Replies: 1
- Views: 2420
Re: custom PDF document
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...
- 14 Apr 2023, 11:54
- Forum: General
- Topic: [solved] Restrict CMDB view
- Replies: 2
- Views: 2941
[solved] Restrict CMDB view
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...
- 13 Apr 2023, 14:11
- Forum: Developers
- Topic: [SOLVED] custom PDF document
- Replies: 1
- Views: 2420
[SOLVED] custom PDF document
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...
- 10 Mar 2023, 09:17
- Forum: General
- Topic: Update parent when child closes
- Replies: 4
- Views: 866
Re: Update parent when child closes
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
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
- 09 Mar 2023, 23:56
- Forum: General
- Topic: Update parent when child closes
- Replies: 4
- Views: 866
Re: Update parent when child closes
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...
- 21 Feb 2023, 11:19
- Forum: General
- Topic: Error in system log: Need AttachmentID or StandardTemplateID!
- Replies: 2
- Views: 783
Re: Error in system log: Need AttachmentID or StandardTemplateID!
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...
- 20 Feb 2023, 16:56
- Forum: General
- Topic: Error in system log: Need AttachmentID or StandardTemplateID!
- Replies: 2
- Views: 783
Error in system log: Need AttachmentID or StandardTemplateID!
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...
- 04 Feb 2023, 10:36
- Forum: General
- Topic: Don't open tickets that are closed for more than 2 weeks
- Replies: 12
- Views: 2230
Re: Don't open tickets that are closed for more than 2 weeks
No
Use System Configuration. in Core->Ticket section you may find ArchiveSystem section of config options.
Daniel Lisiecki
Use System Configuration. in Core->Ticket section you may find ArchiveSystem section of config options.
Daniel Lisiecki
- 02 Feb 2023, 15:52
- Forum: Help
- Topic: Merge in wrong direction deletes all custom fields
- Replies: 1
- Views: 494
Re: Merge in wrong direction deletes all custom fields
Did you set Ticket::MergeDynamicFields setting before?
Best regards
Daniel Lisiecki
Best regards
Daniel Lisiecki
- 02 Feb 2023, 09:08
- Forum: General
- Topic: Don't open tickets that are closed for more than 2 weeks
- Replies: 12
- Views: 2230
Re: Don't open tickets that are closed for more than 2 weeks
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...
- 18 Jan 2023, 21:56
- Forum: General
- Topic: Send notification to ticket owner to tell to close their ticket
- Replies: 7
- Views: 1120
Re: Send notification to ticket owner to tell to close their ticket
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...
- 09 Jan 2023, 16:56
- Forum: General
- Topic: Send notification to ticket owner to tell to close their ticket
- Replies: 7
- Views: 1120
Re: Send notification to ticket owner to tell to close their ticket
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...
- 04 Jan 2023, 13:27
- Forum: General
- Topic: PendinCheck Fail
- Replies: 3
- Views: 740
Re: PendinCheck Fail
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...
- 03 Jan 2023, 17:38
- Forum: General
- Topic: PendinCheck Fail
- Replies: 3
- Views: 740
PendinCheck Fail
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...
- 29 Nov 2022, 11:43
- Forum: General
- Topic: [SOLVED] Notes for linked tickets
- Replies: 1
- Views: 1804
[SOLVED] Notes for linked tickets
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
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
- 24 Nov 2022, 15:18
- Forum: General
- Topic: Owner and Responsible reset every time
- Replies: 3
- Views: 608
Re: Owner and Responsible reset every time
there are a lot of possibilities: use filters on incoming email, use generic agent, show responsible listbox on forms you need
Daniel
Daniel
- 21 Nov 2022, 20:33
- Forum: General
- Topic: Owner and Responsible reset every time
- Replies: 3
- Views: 608
Re: Owner and Responsible reset every time
Uncheck Ticket::ResponsibleAutoSet in Core->Ticket
Daniel
Daniel
- 21 Nov 2022, 20:11
- Forum: General
- Topic: serial letters / mass mailings
- Replies: 2
- Views: 569
Re: serial letters / mass mailings
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...
- 17 Nov 2022, 19:51
- Forum: General
- Topic: Dashlet with tickets I own in a queue
- Replies: 1
- Views: 516
Re: Dashlet with tickets I own in a queue
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...
- 16 Nov 2022, 10:15
- Forum: General
- Topic: two problems after upgrading 6.0.40 to 6.4.3
- Replies: 2
- Views: 592
Re: two problems after upgrading 6.0.40 to 6.4.3
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...
- 15 Nov 2022, 12:07
- Forum: General
- Topic: two problems after upgrading 6.0.40 to 6.4.3
- Replies: 2
- Views: 592
two problems after upgrading 6.0.40 to 6.4.3
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....
- 14 Nov 2022, 18:01
- Forum: General
- Topic: [solved] Znuny Addons server failure
- Replies: 2
- Views: 579
Re: Znany Addons server failure
Today is 504 Gateway Timeout
- 13 Nov 2022, 10:51
- Forum: General
- Topic: [solved] Znuny Addons server failure
- Replies: 2
- Views: 579
[solved] Znuny Addons server failure
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
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
- 06 Oct 2022, 15:28
- Forum: General
- Topic: ITSMConfigItem Owner (v.6.4.3)
- Replies: 1
- Views: 506
ITSMConfigItem Owner (v.6.4.3)
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...
- 05 Oct 2022, 15:28
- Forum: General
- Topic: Mentions in Znuny 6.4.3
- Replies: 1
- Views: 442
Mentions in Znuny 6.4.3
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
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
- 23 Sep 2022, 12:02
- Forum: General
- Topic: [SOLVED] test upgrade to 6.4.3 - perl error
- Replies: 10
- Views: 1169
Re: test upgrade to 6.4.3 - perl error
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...
- 23 Sep 2022, 11:31
- Forum: General
- Topic: [SOLVED] test upgrade to 6.4.3 - perl error
- Replies: 10
- Views: 1169
Re: test upgrade to 6.4.3 - perl error
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
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
- 23 Sep 2022, 10:46
- Forum: General
- Topic: [SOLVED] test upgrade to 6.4.3 - perl error
- Replies: 10
- Views: 1169
Re: test upgrade to 6.4.3 - perl error
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...
- 22 Sep 2022, 22:44
- Forum: General
- Topic: [SOLVED] test upgrade to 6.4.3 - perl error
- Replies: 10
- Views: 1169
Re: test upgrade to 6.4.3 - perl error
in this file I have this module uncommented:
LoadModule mpm_prefork_module modules/mod_mpm_prefork.so
LoadModule mpm_prefork_module modules/mod_mpm_prefork.so
- 22 Sep 2022, 17:30
- Forum: General
- Topic: [SOLVED] test upgrade to 6.4.3 - perl error
- Replies: 10
- Views: 1169
Re: test upgrade to 6.4.3 - perl error
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: '
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: '
- 22 Sep 2022, 17:23
- Forum: General
- Topic: [SOLVED] test upgrade to 6.4.3 - perl error
- Replies: 10
- Views: 1169
Re: test upgrade to 6.4.3 - perl error
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....
- 22 Sep 2022, 14:47
- Forum: Help
- Topic: [SOLVED] Dashboard is very slow
- Replies: 3
- Views: 1166
Re: Dashboard is very slow
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...
- 22 Sep 2022, 14:38
- Forum: General
- Topic: [SOLVED] test upgrade to 6.4.3 - perl error
- Replies: 10
- Views: 1169
[SOLVED] test upgrade to 6.4.3 - perl error
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...
- 22 Sep 2022, 14:33
- Forum: General
- Topic: Update 5 to 6
- Replies: 5
- Views: 614
Re: Update 5 to 6
Remove cookies and other client data stored in your browser
- 29 Mar 2022, 00:14
- Forum: Help
- Topic: [SOLVED] Dashboard is very slow
- Replies: 3
- Views: 1166
[SOLVED] Dashboard is very slow
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 ...
- 06 Apr 2021, 22:45
- Forum: General
- Topic: [Solved] Process Transition condition type
- Replies: 5
- Views: 2086
Re: Process Transition condition type
.* 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...
- 06 Apr 2021, 22:02
- Forum: General
- Topic: [Solved] Process Transition condition type
- Replies: 5
- Views: 2086
Re: Process Transition condition type
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 ...
- 06 Apr 2021, 20:44
- Forum: General
- Topic: [Solved] Process Transition condition type
- Replies: 5
- Views: 2086
[Solved] Process Transition condition type
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 ...
- 15 Jul 2019, 11:06
- Forum: Developers
- Topic: Generic Agent Custom module
- Replies: 1
- Views: 3159
Generic Agent Custom module
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...
- 17 Sep 2018, 13:59
- Forum: General
- Topic: Application for leave process
- Replies: 4
- Views: 1974
Re: Application for leave process
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
DL
- 16 Sep 2018, 13:43
- Forum: General
- Topic: Agent who created the ticket notification
- Replies: 4
- Views: 1769
Re: Agent who created the ticket 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?
- 14 Sep 2018, 13:57
- Forum: General
- Topic: Agent who created the ticket notification
- Replies: 4
- Views: 1769
Re: Agent who created the ticket notification
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
I'll try to restart services including httpd at sunday (closest maintenance window).
Thank you very much for testing it for me