Znuny and ((OTRS)) Community Edition

Hi, Thanks for your answer, I give it a try but I'm stuck again. Here is the error of the script DB-Update-to-6.pl as follow in the update doc : Error: Connection was successful, but database content is missing. Error: Not possible to perform DB connection! Nothing to specified where are my backup s...

Hi OTRS users, I'm migrating OTRS 6.0.16 from an old system to a new system by using backup.pl and restore.pl scripts. I use Apache 2.4.39 and PostgresSQL 11 on my new system and Apache 2.4.27 and PostgresSQL 9.6 on the old system. I had no problem to reinstall OTRS on my new system. I was able to a...

Hi Snaake,

I had the same problem. The solution for me was to change the MaxRequestWorkers line in the httpd.conf (#MPM Prefork section).

I didn't read everything about your problem but you can try this.


Regards,
Solown.

PS : English is not my native language, sorry if there is misstakes.

Hi, I'm trying to extract body information based on this topic : https://forums.otterhub.org/viewtopic.php?t=37482 (really clear and usefull, ty reneeb) but it seems that I can't make it work correctly. I'm using OTRS 6.0, this version include name capture in postmasterfilter. I'm trying to extract ...

Hi, My service needs several stats from OTRS. I have an SLA on solution time before followed-up. Is there a way to get this indicator in my statistics ? Currently I only have as indicators 'Closed Time' that gives the time when the ticket is definitely close (no more follow-up from the customer). So...

Thanks for your response,

It works perfectly now.

Regards,
Solown

Hi, I set up an LDAP Backend for customers and users. Nevertheless, after this change, I'm now unable to create and add customer directly from OTRS. My new customer is not in our LDAP and I don't have the right to add a new entry for him. Is it possible to add customer even if the customer backend i...

I search IsVisibleForCustomerDefault and change 2 settings :


Thanks a lot for your quick response and your help.

Solown.

Hi,

Thanks for the help, the article wasn't external visible article.

I'm not using client side part of OTRS, is there a way to disable the 'Visible for customer' check box and always set article visibility by default ?

Hello, I'm looking for an ACL to hide the field 'First Response Time' in Ticket Information after the first response on a ticket. I'm kind of new with ACL and can't figure out how to find the right field (e.g : What's the name of FirstResponseTime for ACL) Is it possible or it's just a wrong configu...

It did the tricks, thanks a lot, I can now insert board in body and signature. I have another question, I found a topic from 2010 on the forum to change or add fonts in OTRS : https://forums.otterhub.org/viewtopic.php?t=4838 I added the value 'Calibri' in Frontend::RichText::DefaultCSS but I can't f...

Hi guys,

I'm looking for a way to insert board in body mail.

I tried to use the html soure code editor of OTRS but it sems that OTRS just remove tag Is there a way to insert tab in mail body or in a signature ?

Regards,
Solown

Hi,

Sorry for the late response, I wasn't at the office.

I fixed it, I just forgot to change my calendar configurations after the migration to 6.0.

Sorry for this and thanks for your response.


Regards,
Solown

Hi, Currently, I set up escalation time on several queues. The main problem is the escalation time keep running during the night. For example, if OTRS receives a ticket at 7pm with an escalation scheduled in 1h, the ticket is escalated during the night. I'm looking for an addon or a setting which ma...

I solved my problem. I used WinSCP to put downloaded packages on my server and then use the otrs.Console.pl to install package.
Thanks for your help.

Regards,
Solown.

Yeah I didn't check the log sorry :( It seems that's a problem with the configured proxy from OTRS : Message: Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to proxy.sn.no:8001 RemoteAddress: **.**.**.** RequestURI: /otrs/index.pl Traceback (85391): Module: Kernel::Sy...

Hi reneeb, After upgrading OTRS to 6.0.16 I have an issue with package manager, I'm unable to install package. I upload the .opm file and click on continue,the screen displays only the name of the package and that's all. Nothing about installation, continue etc... I change settings in SysConfig to e...

Thanks !!

That's look good, i'm upgrading OTRS to 6.0 and I come back to you.


Regards,
Solown

Hi, My team decides to not use lock functionnality of ticket. I want to know if it's possible to display owned tickets instead of locked tickets for each widgets of the Dashboard. As far as I searched, I saw a way to create a new Widget but nothing about changing the value avalaible in that sub-menu...

Hi, I set up my queues with the Unlock Timeout at 5 min. I modified the value of : Daemon::SchedulerCronTaskManager::Task###TicketUnlockTimeout like this : Function: Execute MaximumParallelInstances: '1' Module: Kernel::System::Console::Command::Maint::Ticket::UnlockTimeout Params: [] Schedule: */5 ...

Hi Roy and thanks for replying. I tried to update the LDAP Configuration by changing only the account and the logging but it's not working. I tried to log in but without result. I looked at : otrs.Console.pl Maint::Log::Print /tmp/otrs.log There is noting into the log saying something failed. Nevert...

Hi everyone,

I set up my LDAP Authentication backend for Customer and Agents. My colleagues logged in and everything worked fine.

What happens if I update the LDAP Configuration(eg: new LDAP account and new mapping) in Config.pm for existing Agents ?

Thanks !

Hello, I can't understand the operation of LDAP in OTRS. In the documentation, it says 'you cannot edit your user data via the agent management interface'. Do OTRS creates one agents for each people in LDAP groups or I have to create my agents then LDAP is used only for the authentication. It sounds...

Hi everyone, I'm working on bash script using otrs.Console.pl to add a large number of queues. I saw how to assign a mail adress system to a queue but not how to assign a signature to queue. This is the help output from otrs.Console.pl [otrs-socgroupe@NOEYYCTB bin]$ otrs.Console.pl Admin::Queue::Add...

Thanks for your response,

It works.

Hi, Thanks for your reply but this is the current output for the command otrs.Console.pl Admin::Queue::Add of OTRS5.0. It doesn't give any informations about the possibility to give the rigth to create queues except by managing groups maybe ? Usage: otrs.Console.pl Admin::Queue::Add --name ... --gro...

Hi,

I searched on this forum but I haven't find the answer of my question.

I need to give the permissions for an user to create a queue. Is this possible or do i need to give him the admin role ?


Thanks,
PS : Sorry if there is misstakes, English is not my native language.

Hi,

Thanks for you response, it helps me to reduce the number of queues from the expression of requirements.

Hi, I'm working on otrs for my company, I never used it before. After the expression of requirements, my collaborators asks for 25 queues, few of them are sub-queues. I don't know if OTRS can handle a such number of queues and if it's easy to work with that kind of structure. Can you tell me if it's...