Znuny and ((OTRS)) Community Edition

ahauser

Thanks, with a bit more RAM, the index has processed until 100% and now I can't see high CPU usage as before.
I'll try to check with more agents and all kind of operations but yet it really seems better !

ahauser

I didn't see any progress after a long time. I added more memory (as the VM crashed last time with a message "out of memory") and restared the job with : bin/otrs.Console.pl Maint::Ticket::FulltextIndex --rebuild I see the process keep being at 0.0% even after more than 1H. Do I need to st...

ahauser

bin/otrs.Console.pl Maint::Daemon::Summary Gathering summary for all daemons... System configuration sync: Daemon is active. Tasks to be executed in future: There are currently no tasks to be executed in future. Recurrent cron tasks: +---------------------------------+---------------------+--------...

ahauser

Instead of having the CPU on high level permanently, the search isn't anymore hanged.
However, if an agent join the dashboard or a page with an important number of articles, the problem still occurs.

ahauser

I found on other posts that rebuilding the search index could solve this issue but it's not the case :

bin/otrs.Console.pl Maint::Ticket::FulltextIndexRebuildWorker --force-pid

ahauser

I have more clues about what happens : searches never give any results and seem hanged. the only error I found about it : Nov 24 11:57:10 znuny-test-01 OTRS-otrs.Console.pl-Maint::Ticket::FulltextIndexRebuildWorker-40[505659]: [Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleErr...

ahauser

MariaDB [otrs]> SHOW FULL PROCESSLIST ; +-------+------+-----------------+------+---------+-------+--------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------...

ahauser

Can you please post a listing of you Kernel/Config/Files directory. I would guess that there is a "renamed".pm file somewhere. regards Johannes drwxrwsr-x 3 otrs www-data 4096 Nov 23 11:01 ./ drwxrwsr-x 3 otrs www-data 4096 Nov 23 11:20 ../ drwxrwsr-x 2 otrs www-data 4096 Nov 23 10:56 XML...

ahauser

From what I can see in "top", it seems to be the mariadb process itself only. PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 264236 mysql 20 0 3601700 2.3g 10808 S 100.0 59.8 97:42.36 mariadbd 9 root 0 -20 0 0 0 I 0.7 0.0 5:02.62 kworker/0:1H-kblockd 477555 root 20 0 13100 3844 3120...

ahauser

Hi, Running Znuny-LTS-6.0.46, I have this error whatever otrs.Console I run : Kernel::Config::Files::__ZZZAAuto has no Load() method. at /opt/znuny-6.0.46/Kernel/Config/Defaults.pm line 1979. On line 1979 of Default.pm, I can see : # Check if package has loaded and has a Load() method. if (!$Package...

ahauser

Hi, since I imported the database from the production environment otrs-6.0.30 of 16GB to znuny-LTS-6.0.46, mariadb is using a lot of CPU. (contrary to the otrs production VM itself) Any idea what could be done to avoid this ? I tried commenting the recommended parameters in the installation guide bu...

ahauser

Thanks for your help, the migration process worked correctly after this.
If I understand correctly, only 2 articles have been deleted ? (one from the history Window, and the other one from "flags" which mean unread articles, priority etc ?)

ahauser

MariaDB [otrs]> SELECT COUNT(*) FROM ticket_history WHERE article_id NOT IN (SELECT id FROM article) ; +----------+ | COUNT(*) | +----------+ | 1 | +----------+ 1 row in set (1.619 sec) MariaDB [otrs]> SELECT COUNT(*) FROM article_flag WHERE article_id NOT IN (SELECT id FROM article) ; +----------+...

ahauser

Thanks for your help, we can consider this topic as solved.
I now encounter problems migrating to 6.4 but it's another topic

viewtopic.php?f=53&t=43350

ahauser

The following error appears after executing the migration script, both using 6.4.1 or 6.4.3 : Step 7 of 16: Upgrade database structure ... [Tue Oct 25 16:28:48 2022] MigrateToZnuny6_4.pl: DBD::mysql::db do failed: Cannot add or update a child row: a foreign key constraint fails (`otrs`.`#sql-alter-1...

ahauser

Thanks, it worked replacing --value with --setting-name : $ bin/otrs.Console.pl Admin::Config::Update --setting-name Loader::Agent::CommonJS###000-Framework --reset Resetting setting value... Done. $ bin/otrs.Console.pl Admin::Config::Update --setting-name Loader::Customer::CommonJS###000-Framework ...

ahauser

when the files are available, you could also try: bin/otrs.Console.pl Admin::Config::FixMissingFrontendFiles Regards bin/otrs.Console.pl Admin::Config::FixMissingFrontendFiles Fixing missing JavaScript and CSS configurations... Error: Not an ARRAY reference at /opt/znuny-6.3.1/Kernel/System/Console...

ahauser

Here is what I have : nunjucks-3.2.3/ (instead of 3.2.2) /opt/otrs/var/httpd/htdocs/js/thirdparty/jquery-ui-1.13.1/jquery-ui.js exists grep -Rn 'nunjucks.js' ZZZAAuto.pm:5349: 'thirdparty/nunjucks-3.0.1/nunjucks.js', ZZZAAuto.pm:5442: 'thirdparty/nunjucks-3.2.3/nunjucks.js', XML/Framework.xml:8104: ...

ahauser

Yes re-enabled it, sorry I forgot to mention it. This is what I have after turning it off (and running again the 3 commands to rebuild config and clean cache): Console tab : Uncaught ReferenceError: jQuery is not defined <anonymous> jQuery jquery-browser-detection.js:6:1 Ha fallado la carga del <scr...

ahauser

In the console tab (I replaced the URL with "mycompany") : Uncaught ReferenceError: jQuery is not defined <anonymous> https://mycompany.com/otrs-web/js/js-cache/CommonJS_6cba7267f70a0bd362315f506d2e3c2b.js:1 CommonJS_6cba7267f70a0bd362315f506d2e3c2b.js:1:1 Uncaught TypeError: Core.Language...

ahauser

I did those commands and used a private window to test, without success. I also tried bin/otrs.Console.pl Admin::Config::Update --setting-name Loader::Enabled::JS --value 0 as suggested on the link you gave, without success either. The last error here (after trying to log in again) seem related to t...

ahauser

There is no error in the interface. The button to login as agent is gray, as unclickable. However, the web developer tools in Firefox show the following in the console : Uncaught ReferenceError: jQuery is not defined Uncaught TypeError: Core.Language is undefined Uncaught TypeError: Core.Template is...

ahauser

cat RELEASE PRODUCT = Znuny VERSION = 6.3.1 BUILDDATE = Wed Mar 9 16:34:24 CET 2022 BUILDHOST = znuny.02 COMMIT_ID = b2c2252d43653588a8fc2f39babc046c88a7c27e bin/otrs.CheckModules.pl --all o Apache::DBI......................ok (v1.12) o Apache2::Reload..................ok (v0.13) o Archive::Tar........

ahauser

I did :

$ history | grep -i migrate
33 scripts/MigrateToZnuny6_3.pl

ahauser

Hi, As Agent or admin, it isn't possible to login as agent. It was working with 6.2 but not after migrating to 6.3. I'm using Ubuntu 22.04 and here is the output of /var/log/syslog : Oct 21 08:40:12 znuny-test-01 OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-20[188717]: [Error][Kernel::Sy...

ahauser

Thank you for your answer. I didn't find any specific documentation for LTS updates. Is there a migration script ? What documentation should be used between these for the LTS version : - the Znuny update : https://doc.znuny.org/manual/releases/installupdate/update/update-6.1.html - the OTRS update g...

ahauser

Hi, I would like to know if there is a recommended version between the LTS version and the current version (I don't mean git, but the latest on the download page) for a production server. My other questions : 1) what would be the procedure to update from latest OTRS (6.0.30) to latest LTS ? 2) Shoul...

ahauser

Thank you for all these informations.

Do you think Znuny will keep maintaining a free version on long term ?

ahauser

So the current community edition by Centuran isn't supported by Znuny ? I thought it was the "official" current Community Edition. This is very strange, because this is what is written in the latest patch they provide : "This version introduces many minor changes and bug fixes that ha...

ahauser

Hi, I would like to know if Ubuntu 22.04 has been tested with OTRS Community. Same question with Znuny. Is it supported ? I saw on the Shell install script of OTRS installation "Please note that the Shell Installer is still experimental at this point. It supports CentOS 8, Debian 11, Rocky Linu...

ahauser

Hi, in the files generated in /opt/otrs/Kernel/Language/*.pm, there is a translation autogenerated : '*** out of office until %s (%s d left) ***' => '', Trying to edit it in a *_Custom.pl file doesn't change anything, as if it didn't match. Would there be something missing ? (%d for some string befo...

ahauser

Hi, I'm using some custom agent prefences using a XML file like PreferencesGroup###MyPreference It appears in the agent prerences interface with a field, corresponding to the key called "Key". I would like to get this preference, and change some interface elements depending on that prefere...

ahauser

As my initial question is solved, I will create new posts for other related questions.

ahauser

For me this works :

<OTRS_CURRENT_UserCity>

ahauser

Thanks a lot, it works !

However, on one of the development server we're using, the password is removed everytime after login.
I don't see any other differences except this server doesn't have a SSO login configured.
Could it be related ?
Any ideas ?

ahauser

Actually it seems I was missing the part with : $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::XXX'} = I don't get it : it works with your example, I can display the phone number on the page using UserPhoneNumber, but if I try wih something else it doe...

ahauser

$Self->{'AuthSyncModule::LDAP::UserSyncMap2'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', UserPhoneNumber => 'telephonenumber', }; Did you write a new Module in Custom/Kernel/ adding a modification of System/Auth/Sync/LDAP.pm ? What did you change from ...

ahauser

Then I'm thinking about another solution : All our agents also exists as customer users which contain the right attributes. Would it be possible to perform a search on a User with the same ID than the Agent, get a specific attribute and store it into an environment variable in order to use that on a...

ahauser

Maybe adding a new field in the Agent informations and fill it with the mapping would make more sense ?
Then would it be accessible from any page ?

ahauser

Hi Roy, I'm trying to access it from the different overviews in the Agent interface. I'm not trying to get the ticket data, but the data from the currently connected Agent viewing the page. (who also exist as a user with all the LDAP attributes) The mapping we use for this in Config.pm is like this ...

ahauser

Hi, I would like to get a LDAP parameter from the currently connected user and define it into an environment variable. The idea would be to be able to call something from a template similar to [% Data.CurrentUserID %] but containing a specific LDAP attribute of the connected user, not just it's ID, ...

ahauser

Hi, I would like if there is a way to change what parameters are displayed in the search FAQ function. I found the following entry : Frontend::Agent::FAQ::ViewSearch but for example I don't find any way to hide the language parameters and time restriction. It seems a bit complicated for the user to ...

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