Znuny and ((OTRS)) Community Edition

drodralv

Hello, I wanted to say what just happened: We were reviewing further than we should... The issue was solved rebuilding the caché as the issue was related to the DA not being synchronized again. Probably DB user was blocked and once unblocked, OTRS needed to apply the commands to delete and generate ...

drodralv

Hello, We were launching performance tests using jmeter, some genericinterface get connections. They were done today early morning and after receiving some errors, we realized we were not able to get to the admin rights web and the USER_PREFERENCES data was deleted. The log shows: [Fri Jan 29 07:00:...

drodralv

Hello,

Alright, thank you. Usually, the way we update an article is just updating the "file-2" file, so we just update the visual html data. In this case was more an attribute itself and yes, via SQL BOX i saw that A_FROM is null in this case.

Thank you again.

Regards

drodralv

Hello, I was reviewing the documentation and doing some tests but i´m not able to update the "From" attribute from an article already left. We were creating child tickets without "From" and our API tool is using that "From" attribute. Would be possible to update that at...

drodralv

Hello!

Oh yes! you are right haha i didn´t think on that possibility, of course we do have some genetic agents working with dynamic field update events...

It's working now!

Thank you

drodralv

Hello, These below are my priorities: ID NAME VALID_ID CREATE_TIME CREATE_BY CHANGE_TIME CHANGE_BY 1 1 very low 2 2013-03-15 13:35:26 1 2015-12-08 18:36:16 1 2 2 low 1 2013-03-15 13:35:26 1 2013-03-15 13:35:26 1 3 3 medium 1 2013-03-15 13:35:26 1 2015-12-08 18:36:45 1 4 4 high 1 2013-03-15 13:35:26 ...

drodralv

Hello, I have tried to update the priority using a transition action TicketCustomerSet "Priotity - 4 high" or "PriorityID - 4" but it does not work. Other option is to add generic agent well filtered to do that, but its a little bit annoying as i have 6 forms (let's say different...

drodralv

Hello, We upgraded to OTRS 6 and we have very slow system. Using oTRS 5.0.28 is quite quick but, when preparing a new VM with newer SO and Perl version (we had to prepare a new machine), this OTRS is very slow, giving proxy errors quite often. OTRS just let check debug level errors, where you can se...

drodralv

Hello,

Looks great, thank you, I will keep it for future developments as well.

Regards

drodralv

Hello,

Thank you guys. So let's say that we should use a workaround to create a reminder. The option from Roy seems to be great, I don't know how to do that honestly. I should investigate.

Thank you again.

Regards

drodralv

Hello,

Would be possible to create an automation that will be setting Config Items to "Expired" once the Expired date is achieved?

Maybe other alternative idea?

Thank you

drodralv

Hello!

I found out how to set it: <normal\.regular@email\.com> and that's it

Thank you to everyone

drodralv

Hello,

It does not work. The email address itself is matching but when adding ^ in the beginning or other \ , it doesn't.

I will still trying.

Thank you

drodralv

Hello,

Thank you for your reply, that example you provided works avoiding the other email but is not working for that one.

I will have to play around

Regards

drodralv

Hello, We do have set a postmaster filter from emails From "normal.regular@email.com" that moves the ticket to an specific queue. For some reason, also the emails From "casual-normal.regular@email.com" are triggering that filter. Is any symbol that i have to use to define the exa...

drodralv

Hello, We want to be able to choose whether the user of a ticket will receive email notifications or not, choosing that while creating a phone ticket. We added a DynamicField within the phone new screen and added that value "Yes" to the filter of the notifications. It´s working fine. The p...

drodralv

Hello,

Is it possible to export a Config Item ID using ticket search export (CSV,Excel) ? For example CI Application , so when we do a ticket search, to include in the CSV or Excel file the ID for the Application links

Thank you

drodralv

Hi! We just updated Test system from 5.0.28 to 6.0.28 I´m wondering if the package OTRSAdminTypeServices will needed (so .xml file). We are receiving log errors because that package can´t locate the .pm file I think i tried to reinstall de package and then dissapeared and now is OTRSServiceCategorie...

drodralv

Something to add, using email outbound does not happen. I see that the difference is that event notifications are "system" and the email outbound are "agent"

drodralv

Thank you

drodralv

Hello! Whenever a ticket is already linked as slave to a master, since then, when a notification sent in the master ticket, that notification is sent to the customer user of the slave ticket, even if the notification is set as internal email, both int or ext are also sent to the user of the slave ti...

drodralv

One additional point. We do use FS articlestorage and is under /srv/otrssd/articles .DBA told me that seems script didnt get that configuration from ZZZAuto.pm where is: $Self->{'ArticleDir'} = '/srv/otrssd/articles'; $Self->{'Ticket::StorageModule'} = 'Kernel::System::Ticket::ArticleStorageFS'; $Se...

drodralv

Hi! Thank you for answering. We use this manual: https://doc.otrs.com/doc/manual/admin/6.0/en/html/updating.html And the part of https://doc.otrs.com/doc/manual/developer/6.0/en/html/package-porting.html#packge-porting-5-to-6-configuration-files for XML conversion and Load method to be included in p...

drodralv

Same issue here when upgrading from 5.0.24 to 6.0.6 When looking into the depth I found that the default Kernel\Config\Files\XML\Ticket.xml in OTRS6 does have a <Setting Name="Ticket::Article::Backend::MIMEBase::ArticleStorage" Required="1" Valid="1" ConfigLevel="...

drodralv

Hello, We duplicated our system for a parallel installation and was working fine. During the migration XML script, we detected that some perl modules were missing so were installed and re executed the script successfully. We have Oracle 12.1.0.1 and FS article storage For the DBUpdate to-6-.pl scrip...

drodralv

Hello,

I have received a request to unwatch all tickets for an user. I could find the rows in TICKET_WATCHER. Would be working if i delete de lines that the watch function will be removed for that user and ticket? Any option?

Thank you

drodralv

Hi, We have set a state change during the workflow of some processes due the need of someone approving the tickets. So the ticket changes state "Open" to "Pending to be authorized" and to "Approved" once is approved by the approver. For that state changing to "Pend...

drodralv

Oh yes! hahahah CCO in Spanish, sorry!

Alright, so let´s see how nice will be looking after our upgrade.

Thank you

drodralv

Hello,

Whenever we send an Email Outbound with destinataries in CCO field, we can´t see that the communication was sent to them, on the agent view. Is that normal?

Thank you

drodralv

Hi, We realized that whenever a master ticket in new status changes its subject, the child tickets when new status change to open status as well, is that a normal behaviour? I can see in history of the master the following: StateUpdate Antiguo: "new". Nuevo: "open" - - - 28/05/20...

drodralv

After approx 2 min attaching a file 1.2 mb... proxy error using postman

drodralv

Hi,

the multiple requests via WS yes, possible that is due to time out from our app, but what about taking so long time to process that request related to the attachments? is any specific limit for that? the files are converted to base64 and included in the request.

Thank you

drodralv

Hello!

Great, i will share your concerns with our colleagues.

Thank you

drodralv

WS_Delay_creatingattachment.PNG

drodralv

Hi,

Usually our customer users do not have access to the OTRS interface and our agents want to send them that Email communication.

drodralv

Hi, Lately we have a lot of duplicated ticket issues while creating a ticket request via WS using a frontend http. The reason of the duplicating tickets i have no clue what could be as we don´t try with F5 or refreshing the page once we receive internal server error. Meanwhile...OTRS is creating the...

drodralv

Hi,

Will be possible to set that by default the contact of the "To" field within the EmailOutbound screen would be the customer user of the ticket?

As for now, we have to use that field looking for the customer within DA user list.

Thank you

drodralv

Oh yes, i see that option now, 1 day by default.

Thank you guys

drodralv

Hi,

We currently use 3 different states of pending status. Will be possible to automatically define the next reminder for each state? For Pending1 15 days, pending2 10 days and pending3 5 days ?

I could not find that within the sysconfig options. Is it in any newer version?

THank you

drodralv

Hi!

Thank you, that may help. Pity that there is not more specific documentation about all that values

drodralv

Hello,

Will be possible to get a list of OTRS attributes? For example we can set the "Key" of the deault columns for the QueueView, but i don´t know if there is a list of all OTRS attributes somewhere, we could not find it in the documentacion.

Any advice?

Thank you

drodralv

Thank you, that would be a good option to set in newer versions

drodralv

Hello,

I would like to know whether will be possible to have a count of the slave/child tickets that are linked to each master/parent. Maybe is an option in OTRS to show that number? I use 5.0.28, i dont know that will be in newer versions.

Thank you

drodralv

Hi,

Will be possible to define a dynamic field of
Ticket::Frontend::AgentTicketPhone###DynamicField to be shown only for a specific group? ACLs would be helping with that?

Thank you

drodralv

Hi I ve seen that in Ticket → Core::TicketACL That ACL is hiding the Close button in the Parent tickets whenever a Child ticket is still open. We are wondering to have like a popup message asking in the Close ticket window for example and asking to confirmation before closing that parent ticket, som...

drodralv

Hello, Is possible to have any warning to prevent closing a parent ticket when a child is still open? And also, when closing the last/unique child ticket to advice to close parent ticket as well? May be an User Friendly functionality in newer versions than 5.0.28, but i´m not able to upgrade version...

drodralv

SlaveInternalExternalnotes.PNG I had to divided in 2 posts. So from our point of view, we dont want that article for internal emails from master ticket in the slave tickets, also is creating confusion if the email is really sent to the customer of the slave ticket because that is only an internal e...

drodralv

Hello, We realized that when a notificacion for escalating the master ticket to another queue is sent in the master ticket (and the email is received by queue´s owner group email), the quoted printable notification is posted as similar article in the slave tickets, however, the email is not sent to ...

drodralv

Great, good answer

Thank you

drodralv

Thank you

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