Znuny Open Source Ticketsystem

Hello all, We are facing difficulties to setup a web service in OTRS. OTRS should contact other tools through REST API but trying to do so, we got the following in our logs: Response content: 'Can't connect to archer-val.steria.fr:443 (certificate verify failed) Response content: 'Can't connect to m...

Hello Meriem,

See this topic here: viewtopic.php?f=62&t=41506
It may be of help to you.

Hello, I have created a drop-down dynamic field in which I enabled the empty selectable value. Now my customers want to be able to filter ticket on all values : the one I manually added plus the empty one. Even though the empty value is selectable in a field, it is not selectable for a search or for...

Well I founded an workaround if it's not the solution. I just gave the "note" right on the concerned queue to the root account (the one with the UserId = 1) and it did the trick.

Hello everyone, I got a strange problems with otrs 6.0.5. My customer is trying to update a ticket in otrs using a web services and keep getting the following error: "TicketUpdate: Does not have permissions to create new articles!" I find it rather strange as the customer can still update ...

Hello Emin, I' m sorry for replying so late, I just saw your answer !

Many thanks for your great answer, it's concise and spot on !!

Hello everyone, Some short questions on this subject : - When a user failed to log in and reach the PasswordMaxLoginFailed number, his account is set to 'invalid-temporarily'. Does it need to be set to valid by an admin or can it be done, let's say, automatically 30 minutes after the event ? - On wh...

Many many thanks renneb !! It works!!

But I wonder how I did before without using this command ...

Hi Octane, Not sure if it will help you but when I did the same thing as you, I ran the migration script and it told me that the DateTime perl module was missing. Did it append to you ? You may also try yo run the script perl /opt/otrs/bin/otrs.CheckModules.pl to see if you are not missing a package.

Hello everyone :) I recently upgraded my version of OTRS from 5 to 6 and I want now to add to it a module I wrote for the 5th version. My problem is that the sysconfig panel does not show the settings I added to the GenericInterface.xml file. In brief, I want to add a new transport module. So follow...

Ok

I noticed that ArticleCreate was fired on a reply but I also noticed that ArticleAgentNotification was fired when a customer reply to a ticket when using the web interface ... So that's why I want to use the ArticleCustomerNotification.

So back to my question: how can I use this event ?

You mean this event is fired by the invoker when preparing the request ?

Hello everyone :) I am currently configuring OTRS to receive tickets coming from an external source. Those tickets are created through a web services and I would like to send answers the same way :) So when I was configuring the invoker for my web service, I noticed the event ArticleCustomerNotifica...

Hello, I found an other way to do that, I'm a dummy for not thinking about it sooner. In the invoker I created, I only have to test if the ticket belong to the appropriated queue and if not stop the PrepareRequest() function by returning : return { Success => 1, # 0 or 1 StopCommunication => 1, # in...

Oh thanks jojo !

But I will try to look further into things before using the business solution

Hello everyone, I have installed an instance of OTRS to handle tickets coming from multiple sources. A major part of the tickets are coming from users using the customer interface but some of them will be generated in another tool and send to OTRS using webservices. For that part we have no problem....

Hello everyone, I have recently developed for my company a demo to make RSA Archer communicate with OTRS and I am looking for help so that my work integrate fully with OTRS and won't be erased by an update. And if you think my works could be integrated in a future release of OTRS, that's fine with m...