Znuny and ((OTRS)) Community Edition

chrotha

Hi,

That's what I was thinking as well. Thanks

chrotha

Hey everyone, I was wondering if it's possible to add various groups, to the QueuePermissionGroup setting, my final goal is to create a second Ticket Queue Overview table, which is already created via XML file, but I only want to show some queues on this new table. I tried using group1;group2;group3...

chrotha

Hey,

I can say that it's fixed. Also my bad, I'm using Znuny 6.4.5

chrotha

Hello everyone I'm having some issues with fetching emails. We have OAuth2 token configured and OTRS is sending emails, but when it tries to fetch, it returns the error ERROR: 1 NO AUTHENTICATE failed I'm using otrs 6.4 currently. Is this some kind of permissions that might be missing from the Azure...

chrotha

Hi,

You can configure the ticket creation via email, directly on your PostMaster Mail Account menu.

2023-07-24_10-39.png

chrotha

Hello everyone, After a bit of digging, I found out what the problem was, there was a file missing from the Loader. I followed the solution in this link https://github.com/znuny/Znuny/issues/430 , and it fixed the issue. Instead of using the AgentTicketQueue Loader, I searched for the AgentTicketZoo...

chrotha

When you stopped the daemon, did you make sure there were no other processes running? You may have had processes still running. bin/Cron.sh stop && bin/otrs.Daemon.pl stop && top -u otrs bin/otrs.Console.pl Maint::Cache::Delete You can check the process_id table for entries.Then che...

chrotha

Hey Roy,

Thank you for your reply.
So, if a ticket is yet to be escalated, we don't need to worry about these iterations, is that correct?

Thanks

chrotha

Hey everyone, I noticed that since I updated my OTRS to 6.5 (I followed all the upgrade manuals and documentation available on the official Znuny Website to upgrade from 6.0 to 6.5), all the tickets that have a link to another ticket, have been returning the following error: 2023-07-07_17-44.png Aft...

chrotha

Hey everyone, I've been testing the Znuny EscalationSuspend package on OTRS 6.5, and I noticed the Configuration EscalationSuspendLoopProtection. At first I thought that this was used for the number of times that the EscalationIndexRebuild job would run, before it would stop to calculate the Working...

chrotha

Hi,

I'm pretty sure that the first version that supports natively OAuth2 authentication is version 6.3
You can check the following link from Znuny https://www.znuny.org/en/releases/znuny-6-3-1

Hope it helps

chrotha

Hey everyone, I've update from OTRS 6.0, to OTRS 6.5, jumping from versions to version, as stated on the documentation. I have a few question, since I was using a Package to extend the Attribute Collection of the Configuration Items (ITSM-CIAttributeCollection). I noticed tho, that the new Configura...

chrotha

Hi, You could disable the system configuration Ticket::Frontend::MenuModule###100-Lock - Roy Hey Roy, Once again, thank you for your replies. I had this configuration set up previously, but it deactivates the lock option, for all agents. My current goal is to hide the button, so that it is only ava...

chrotha

Hey Roy,

Thanks for the reply. Is it possible to hide only the button, without disabling the Action itself?

Thanks

chrotha

Hello everyone, I've been trying to configure a way, that the Lock option, is only shown to some users. I've already added the group permission, and it seemed to work fine, since only the users that had rw to the God Mode group, were the only ones that could see the option, but only on queues where ...

chrotha

Hey,

So I found out why we can't read the email body since it's base64 encoded.
For now, this is a non-issue, and this thread may be closed.

Thanks

chrotha

Hello everyone, I've been having some issues whilst trying to do some filtering on some emails that are auto-generated by an external application. I want to check if a certain string is present in the body, but the string is inside a table, that's created automatically by the application, and then s...

chrotha

Thanks Roy,

I'll also be testing on my side, to check if I can catch some error or something else.
I'll keep you updated

chrotha

Hey everyone, I'm having some issues uploading any kind of picture (print), or attachment, using the Customer.pl interface. This issue only occurs when I'm using an LDAP user, if I use any Customer User that's registered directly on the OTRS database, it works just fine. I noticed that this started ...

chrotha

Hello everyone,

This issue was reported as fixed, in version 6.0.38.
We're currently upgrading the OTRS version to fix this bug.

Marking as Solved

chrotha

Hey everyone, We're having some issues with the Service Translations on OTRS 6.0.29. We're trying to translate the services to Portuguese, by change, but when we translate a parent service (which is disabled since it's supposed only to be a dropdown), that parent service become available, and with n...

chrotha

my $Sent = $EmailObject->Send( To => $UserData{UserEmail}, Subject => $Subject, Charset => $LayoutObject->{UserCharset}, MimeType => 'text/plain', Body => $Body, # --- # Customization # --- Loop => 1 # --- ); Try this in combination with SendmailNotificationEnvelopeFrom. SendmailNotificationEnvelop...

chrotha

Hello everyone, As the title suggests, we're trying to limit company ticket access, but only to some Customers. We already deactivated the Company Ticket option, but the customer user can still see the company tickets, if they use the TicketSearch menu, by choosing the Customer on the search, as sho...

chrotha

Hello everyone,

We found what was wrong. The Daemon was sort of bugged, when it was restarted, we had to restart it again for the notifications to work again.

Problem solved

chrotha

A quick update, We noticed that the other ticket actions (QueueUpdate for example) send a notification when a note is added via AgentTicketNote. We also noticed that if we Resolve a ticket using AgentTicketEmail and AgentTicketBulk, the TicketStateUpdate notification is sent to the Customer User ass...

chrotha

Hello Everyone, As the title says, we've been having issues sending notifications when a note is added to a ticket. At this time, we have a notification sent to the Customer User when the ticket is Resolved, but we noticed that it is not being sent anymore since today. We checked the notification an...

chrotha

Hello everyone, We want to use an MFA solution using office365. We checked that OTRS only uses GoogleAuthenticator for the MFA option. Our goal is that agents and customers must use the office365 authenticator to log in to the platform. Is there any way to configure such an option? We want to implem...

chrotha

Hey everyone,

Problem is Solved using Murphy's suggestion.

chrotha

Hey everyone. We've been testing fetching emails while using OTRS 6.4 but we bumped into a issue, while using shared mailboxes. If we try using a password to fetch emails from that shared mailbox, it works fine, but if we use a token it return the following error: ERROR: 1 NO AUTHENTICATE failed. at...

chrotha

Hello Everyone, Is there anyway to implement the OAuth2.0 module that is currently present on versions 6.3.x and 6.4.x on version 6.0.x? I ask this since it's easier to upgrade to version 6.0.x rather than upgrading through all the versions from 6.0 to 6.4... We would appreciate it if that would be ...

chrotha

Hey Roy,

It's working. We were fetching the Token with our personal Azure users, instead of the mailbox user.

chrotha

Hi, Is the folder really on the same level like the INBOX? Maybe it's INBOX/OTRS. For debugging I recommend fetching the e-mails via command line: bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --mail-account-id XX --debug Just replace XX with the id of the mail account. - Roy Hi, The fold...

chrotha

Any reason why we don't see those extra settings? Because the screenshot belongs to a Znuny 6.4.3 Before that version you have to create the token configuration, download it, replace the URL in the YAML-file and the upload it again (w/ overwrite). Then you can request the token. - Roy Hey Roy, We'v...

chrotha

Johannes wrote: ↑26 Sep 2022, 09:31 So in short you need a Dynamic Field Database Connector?

Hello,

Do you know if it's possible to have such Dynamic Field?

Thanks in advance

chrotha

Hi Roy, Thanks for the reply. I've noticed that the configuration is a bit different from what it says on the manual, from what I have on my OTRS. Using this link: https://docs.znuny.org/manual/admin/authentication/token/index.html I noticed that there are a lot more options available to configure a...

chrotha

Guys, I sucessfully request new token! Maybe new APP registration in Azure was also needed. Now I need last hint, I hope. What is the correct Microsoft HOST address to get to IMAP via oAUth2? I am using this https://login.microsoftonline.com/tenantID*********ec9ad775/oauth2/v2.0/token or just simpl...

chrotha

Hey,

That might be the best approach for what is needed, correct.

chrotha

Hello everyone, I've been searching for a way to use a Dynamic Field which goes fetch the the data to a table that might be present on the database. From what I could gather, I found the module DynamicFieldOTRSDBTable-6.0.8 but I haven't been able to use it, since I didn't quite understand yet, how ...

chrotha

Would you please check in the communication log and post it here? Hi, here's the log, some information has been redacted for security purposes. If any more information is needed, please let me know. Could not send message to server: 554, 5.2.252 SendAsDenied; "OTRS Notification Sender" no...

chrotha

Hello everyone.

Could we get any help? I've been trying, but I still get the same error, the From: email address changed to the NotificationSender, but OTRS is still trying to use the AdminEmail, generation a 554 SendAsDenied error.

Any help would be appreciated

chrotha

Hello everyone, We're trying to configure a way, so that Customer Tickets are only availabe to certain Customers. I.E. Customer User A can access all the tickets from their Company yet Customer User B can only access the tickets that they opened. Is this configuration possible? Thanks in advance. We...

chrotha

Hello everyone, I'm having an issue with MailQueueSend being stuck on Handled Worker Tasks and I'm not being able to remove it from there. Is there anyway to remove it? I've already tried stopping the Daemon, clear the OTRS cache and start the daemon again, but with no luck. Screenshot_4.png I alrea...

chrotha

Thanks Roy.
Worked like a charm.

Setting as Solved

chrotha

Hello everyone,

I've been trying to hide remove the "Delete" button from the CMDB CI Menu, but without Success.
I tried disabling the Delete Option, but that is not possible.
Is there anyway to remove the button?

I'm using OTRS 6.0.10 with CentOS 7.

Thanks in advance

chrotha

Hi Roy, Sorry for the late reply, but I could only test the workaround yesterday. I tried it, but I get the same error where it says that "SendAsDenied", even if the From is set for the notification email. Is there any way to "force" the lost password email to use the AuthUser an...

chrotha

Hey Roy,

Thanks for the reply, I'll be trying the first option, we'll most likely update since a newer version is out.

chrotha

Hello everyone, I've been having some issues with the Queue View Refresh. Our agents have been telling us that the Queue View is not update, even if they have the Overview Refresh Time at two minutes. After a bit of inspecting, we found an error that's given every two minutes, in the Queue View, as ...

chrotha

Hi Flo, Thanks for the quick reply. The admin email is correct, my fear is that, if I change it, the error emails will start going to the notification Sender instead of our admin email. I'm in doubt if I can use the SendmailEnvelopeFrom to send the lost password notifications or even the SendmailNot...

chrotha

Hey everyone, I have a question about which email address sends the lost password email for the users. I have a news OTRS installation, currently using the version 6.0.40, and I checked that the email address that sends the lost password email, is the administrator's email. Is there any way to chang...

chrotha

Hey everyone,

I've been searching for the updated versions of the packages for the CMDB, but I haven't been able to find them anywhere.
Can anyone please point me to the direction to where I can find the modules? Even for OTRS 6.2 that would be fine.

Thanks in advance

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