Search found 14916 matches

by jojo
22 Sep 2021, 09:44
Forum: Hilfe
Topic: SystemMonitoring: Statusänderung bei Service/Software statt Host
Replies: 2
Views: 44

Re: SystemMonitoring: Statusänderung bei Service/Software statt Host

Hallo, das Modul ist so aufgebaut das immer der Host auf gestört geht. Die CMDB ersetzt nicht das Monitoring sondern gibt eine andere Sichtweise auf ein CI. Im Monitoring hast Du technische Services auf einem Host, z.B. IP6 oder den Plattenplatz Im OTRS hast Du ein CI, welches ggf. Services erbringt...
by jojo
17 Sep 2021, 19:41
Forum: Help
Topic: Migration on new server - Emails received but cannot create tickets
Replies: 2
Views: 57

Re: Migration on new server - Emails received but cannot create tickets

procmail is missing. ut you should not operate such old versions if you want set the whole data and system into danger due to loads of known remote exploiteable vulnerabilities
by jojo
15 Sep 2021, 12:35
Forum: Allgemeines
Topic: Attachments von OTRS an Jira über REST versenden
Replies: 1
Views: 50

Re: Attachments von OTRS an Jira über REST versenden

Hallo,

Out of the Box geht das leider nicht. Jira benötigt das Attachment, soweit ich mich erinnere, binär. Du wirst also eine Middleware benötigen, die das Attachment umwandelt...
by jojo
06 Sep 2021, 16:56
Forum: Hilfe
Topic: System-Adressen werden bei AgentTicketZoom nicht zuverlässig erkannt
Replies: 9
Views: 129

Re: System-Adressen werden bei AgentTicketZoom nicht zuverlässig erkannt

OTRS hat eine zentrale Stelle um eigene Mailadressen zu pflegen, andere Stellen sind nicht vorgesehen. Das ganze lässt sich über Consolenkommandos sogar automatisieren.
by jojo
23 Aug 2021, 08:28
Forum: Help
Topic: How to enforce closing of escalated tickets?
Replies: 8
Views: 77

Re: How to enforce closing of escalated tickets?

This behaviour was removed years ago
by jojo
22 Aug 2021, 19:04
Forum: Individual Offerings
Topic: Looking for OTRS experts
Replies: 5
Views: 198

Re: Looking for OTRS experts

So first of all you should update to the latest version due to several vulnerabilities in version 5. Also I suggest to hire a company with deep background on OTRS consulting.
by jojo
21 Aug 2021, 13:21
Forum: Hilfe
Topic: Keine Tickets und Zugriff auf den Admin Bereich mehr
Replies: 6
Views: 80

Re: Keine Tickets und Zugriff auf den Admin Bereich mehr

Ein Rollback auf eine ältere Version oder MariaDB.
by jojo
21 Aug 2021, 11:23
Forum: Hilfe
Topic: Keine Tickets und Zugriff auf den Admin Bereich mehr
Replies: 6
Views: 80

Re: Keine Tickets und Zugriff auf den Admin Bereich mehr

Hört sich so an als würde der LDAP Sync zu den Rollen nicht mehr funktionieren. LDAP abklemmen und mit dem root User anmelden und schauen ob es dann klappt.

Wenn das nicht klappt checken ob die Datenbank ggf. auf MySQL 8 upgedatet wurde
by jojo
20 Aug 2021, 20:52
Forum: Individual Offerings
Topic: Looking for OTRS experts
Replies: 5
Views: 198

Re: Looking for OTRS experts

Well there are several companies offering services for OTRS Community Edition and Forks like Znuny, OTOBO etc.

So what exactly do you need? Projectbased work? Admin Tasks on da or hourly basis? Are you already on an actual version?
by jojo
08 Aug 2021, 20:46
Forum: Help
Topic: What is suggested as successor of CentOS for Znuny?
Replies: 5
Views: 117

Re: What is suggested as successor of CentOS for Znuny?

the needed modules can be checked via bin/otrs.CheckModules.pl

Ubuntu package manager and cpan can be used to maintain the environment

Installation is quite easy, just take the database and all config files, article data and S/MIME and PGP keys with you...
by jojo
08 Aug 2021, 13:21
Forum: Help
Topic: What is suggested as successor of CentOS for Znuny?
Replies: 5
Views: 117

Re: What is suggested as successor of CentOS for Znuny?

tar.gz works fine on nearly all Linux OS. The distriution should have a propper perl support. I typically choose Ubuntu
by jojo
07 Aug 2021, 11:02
Forum: Hilfe
Topic: nicht versendete Mails später senden
Replies: 11
Views: 127

Re: nicht versendete Mails später senden

OTRS ist kein MTA, deswegen sehe ich keinen Grund hier den genannten RFC zu beachten. Eher agiert OTRS hier als Client (MUA).

Optimalerweise wird die Mail über das lokale sendmail binary versendet. Die MTA auf dem Server ist schließlich dafür gemacht.
by jojo
13 Jul 2021, 14:23
Forum: Help
Topic: Filter incoming mails by time and sort into queue
Replies: 2
Views: 94

Re: Filter incoming mails by time and sort into queue

thats not possible out of the box via postmaster filters. You can try:
- time based preprocessing on the linux server e.g. via cron and procmail
- generic agent
by jojo
09 Jul 2021, 14:25
Forum: Help
Topic: Enfore TLS when sending outbound emails from OTRS
Replies: 3
Views: 82

Re: Enfore TLS when sending outbound emails from OTRS

Hi,

Port 587 (Submission) enforces TLS and authentification. So either your log is wrong or MS does not use TLS (which I doubt). What Wurzel suggested is to use a local MTA like Postfix and submit the outgoing mails from OTRS to the sendmail binary.
by jojo
05 Jul 2021, 13:28
Forum: Hilfe
Topic: Anzeige von Emailadressen standardmäßig?
Replies: 4
Views: 91

Re: Anzeige von Emailadressen standardmäßig?

Ticket::Frontend::ArticleHeadVisibleDefault sollte das richtige Setting sein
by jojo
02 Jul 2021, 15:07
Forum: General
Topic: Change of sending mail of replies
Replies: 10
Views: 198

Re: Change of sending mail of replies

as I wrote you have to set it in the mail address settings and/or in the mailbox fetch settings. And by the way this is a valuntuer forum, so your kind of reaction for sure will not make you any friends here.
by jojo
02 Jul 2021, 14:24
Forum: General
Topic: Change of sending mail of replies
Replies: 10
Views: 198

Re: Change of sending mail of replies

thats a setting in the mail address and/or in the mailbox. Did you read the admin book?
by jojo
02 Jul 2021, 13:16
Forum: General
Topic: Change of sending mail of replies
Replies: 10
Views: 198

Re: Change of sending mail of replies

answers and forwards using the mail address of the queue settings. This can be different from the email address used for inbound mails.
by jojo
02 Jul 2021, 13:05
Forum: General
Topic: Change of sending mail of replies
Replies: 10
Views: 198

Re: Change of sending mail of replies

the mail address of the Queue is used here. You can adjust it in the Queue settings
by jojo
21 Jun 2021, 09:30
Forum: General
Topic: NEED HELP OTRS 3.0 with Exchange 365
Replies: 8
Views: 262

Re: NEED HELP OTRS 3.0 with Exchange 365

OTRS 3.0 is not just outdated but also vulnerable and exploiteable, so you should update asap to avoid potential data loss or security breaches. The reasons for non working ssl conections could be a lot. Does your version of the OS support the same ciphers and standards as O365? Are your PERL and op...
by jojo
18 Jun 2021, 09:24
Forum: Help
Topic: Ticket reminders/updates sent repeatedly, even ticket was closed previously
Replies: 3
Views: 37

Re: Ticket reminders/updates sent repeatedly, even ticket was closed previously

check again.

If it is really powered off and no other copy of the system is running please check the history of the mentioned tickets. If there is no entry of the sent reminder, go back to step 1.

If there is an entry, a further analysis is needed
by jojo
18 Jun 2021, 08:59
Forum: Help
Topic: Ticket reminders/updates sent repeatedly, even ticket was closed previously
Replies: 3
Views: 37

Re: Ticket reminders/updates sent repeatedly, even ticket was closed previously

shut down the original server (it seems that both installations are running)
by jojo
16 Jun 2021, 12:46
Forum: Help
Topic: Problem to install Import/Export plugin
Replies: 3
Views: 144

Re: Problem to install Import/Export plugin

The package on Github is the Framework for Import/Export Modules and just allows Import of CIs if CMDB is installed. I do not know any module using the Import/Export Functionality to import tickets.

There adre commercial possibilities to import tickets from CSV
by jojo
15 Jun 2021, 17:17
Forum: Hilfe
Topic: gelöschte Tickets
Replies: 5
Views: 115

Re: gelöschte Tickets

das zurückspielen eines Backups geschieht über die Kommandozeile. Entweder über den MySQL client oder über die restore.pl In beiden Fällen wird die Datenbank "überschrieben" ein Logging findet, wenn nur auf der Betriebssystem oder der Datenbank Seite statt, wenn Du es entsprechend konfigur...
by jojo
11 Jun 2021, 17:33
Forum: Help
Topic: OTRS - package User Import Export csv
Replies: 7
Views: 177

Re: OTRS - package User Import Export csv

Thats currently not possible
by jojo
09 Jun 2021, 13:41
Forum: Hilfe
Topic: AgentTicketCompose Queue auswählen
Replies: 4
Views: 173

Re: AgentTicketCompose Queue auswählen

Nein, das benötigt eine Codeänderung im Perl Modul und im Frontend
by jojo
09 Jun 2021, 11:26
Forum: Hilfe
Topic: AgentTicketCompose Queue auswählen
Replies: 4
Views: 173

Re: AgentTicketCompose Queue auswählen

das wird so nicht funktionieren weil in OTRS 6 die Maske keine entsprechende Funktionalität hat
by jojo
01 Jun 2021, 09:06
Forum: Hilfe
Topic: [Gelöst] GenericAgent Ticket aus Mail erstellt
Replies: 4
Views: 139

Re: GenericAgent Ticket aus Mail erstellt

wenn Du die Events nicht "kaputt" gespielt hast bei einer Konfiguration funktionieren sie auch. Bleiben also nur die folgenden Möglichkeiten: - falsches Suchkriterium bzw. Daten im Ticket entsprechen nicht den Suchfeldern zum Zeitpunkt des Events Wie bereits geschrieben ist für Deinen Usec...
by jojo
01 Jun 2021, 08:40
Forum: Hilfe
Topic: [Gelöst] GenericAgent Ticket aus Mail erstellt
Replies: 4
Views: 139

Re: GenericAgent Ticket aus Mail erstellt

Wahrscheinlich ist das Suchkriterium fehlerhaft.

Alternativ solltest Du für Deinen Usecase einen Postmasterfilter nutzen
by jojo
21 May 2021, 10:38
Forum: Help
Topic: Visual notification when pending time reached
Replies: 14
Views: 829

Re: Visual notification when pending time reached

this approach realy does not make any sense to me, especially as the state which is reached after the pending auto state is always in progress. So if you set the ticket to pending customer an e does not reply, the reminder should trigger the agent to send out another mail to the customer (manual or ...
by jojo
21 May 2021, 08:20
Forum: Help
Topic: Visual notification when pending time reached
Replies: 14
Views: 829

Re: Visual notification when pending time reached

Tickets which reach the pending time will show up in the lists of locked, watched or responsbile tickets with the small clock (if you use pending reminder which I suggest here). Also there is a dashboard showing tickets which reached the pending time. Also the agents will receive a notification. I s...
by jojo
07 May 2021, 14:42
Forum: Developers
Topic: How to attach jpg image which creating ticket
Replies: 7
Views: 799

Re: How to attach jpg image which creating ticket

the base64 you posted is a gif file with only some bytes....
by jojo
04 May 2021, 17:07
Forum: General
Topic: Unlocked ticket suddenly changer Owner
Replies: 1
Views: 424

Re: Unlocked ticket suddenly changer Owner

Lock is a required funtion in OTRS and con not deactivated without any side effects. Also the owner does not change automatic because the ticket is unlocked, so please check if there is a generic agent configured which does so.

I suggest to invest in professional support for setup and training
by jojo
03 May 2021, 22:31
Forum: General
Topic: Queues - not accpeted 553. 5.7.1. Sender rejected
Replies: 2
Views: 466

Re: Queues - not accpeted 553. 5.7.1. Sender rejected

this requires some additional (commercial) modules. Also you should check your e-mail setup as all configered addresses in OTRS should be able to send via the connected outbound -email settings (I suggest to use a local MTA)
by jojo
02 May 2021, 12:57
Forum: Hilfe
Topic: Fehlermeldung bei Kundenbenutzer mit mehreren Mailadressen
Replies: 4
Views: 642

Re: Fehlermeldung bei Kundenbenutzer mit mehreren Mailadressen

schulmann wrote: 01 May 2021, 19:24 Ein Kundenbenutzer hat zwei Mailadressen, beide sind im LDAP beim Attribut "mail" eingetragen.
Genau da liegt das Problem, OTRS erwartet hier nur einen Wert im Attribut
by jojo
16 Apr 2021, 15:03
Forum: General
Topic: can`t reply to the auto answer message
Replies: 6
Views: 759

Re: can`t reply to the auto answer message

xaleks wrote: 16 Apr 2021, 08:16 This answer should receive a client who opened the ticket. In this way, we need to answer in certain cases that it makes no sense to describe here.
Thats why there is a reply on the original message.
by jojo
14 Apr 2021, 15:45
Forum: Help
Topic: Right-click to correct words
Replies: 8
Views: 744

Re: Right-click to correct words

as this is not an issue with OTRS but with the used Richttext Editor there is no way in OTRS to do this. You can check in the forums for the CK Editor if this is possible via change of config or code.
by jojo
14 Apr 2021, 15:27
Forum: Help
Topic: Right-click to correct words
Replies: 8
Views: 744

Re: Right-click to correct words

On my Mac in Firefox it works with Shift and with Command. So check the documentation for your browser and operating system.
by jojo
14 Apr 2021, 15:19
Forum: Help
Topic: Right-click to correct words
Replies: 8
Views: 744

Re: Right-click to correct words

try with Shfit + right click
by jojo
14 Apr 2021, 14:07
Forum: Hilfe
Topic: [gelöst] "neues" Ticket als Agent anlegen
Replies: 6
Views: 650

Re: "neues" Ticket als Agent anlegen

Teilen nutzt ja das "Neue Ticket" z.B. das Telefonticket. Hier kannst Du auch entsprechende Vorlagen hinterlegen
by jojo
14 Apr 2021, 13:07
Forum: Hilfe
Topic: [gelöst] "neues" Ticket als Agent anlegen
Replies: 6
Views: 650

Re: "neues" Ticket als Agent anlegen

Überprüf nochmal Deine Benachrichtigungssettings. Du bleibst zwar Besitzer (bzw, wirst Besitzer wenn Du keinen bei einem neuem Ticket setzt). Aber das Ticket ist nicht gesperrt. D.h. normalerweise bekommen alle die diese Queue unter "meine Queues" und die entsprechenden Benachrichtigungen ...
by jojo
14 Apr 2021, 12:22
Forum: Hilfe
Topic: [gelöst] "neues" Ticket als Agent anlegen
Replies: 6
Views: 650

Re: "neues" Ticket als Agent anlegen

der übliche Weg ist das verschieben, auch hier können die Agenten der entsprechenden Queue benachrichtigt werden, des weiteren kann ein zurücksetzen des Besitzers erfolgen.

Falls es nötig ist kann das Ticket auch "geteilt" werden über die Split Funktion
by jojo
12 Apr 2021, 09:34
Forum: Hilfe
Topic: Auf No-Reply nicht antworten
Replies: 1
Views: 532

Re: Auf No-Reply nicht antworten

Postmaster Filter
X-OTRS-Loop auf True setzen
by jojo
07 Apr 2021, 08:48
Forum: General
Topic: Instalar OTRS con IIS
Replies: 2
Views: 1845

Re: Instalar OTRS con IIS

OTRS es un programa para sistemas operativos basados en UNIX y, por lo tanto, no funciona bajo Windows. Las últimas versiones que se ejecutan en Windows fueron descontinuadas hace varios años y tienen muchas vulnerabilidades de seguridad conocidas, por lo que no deben seguir siendo utilizadas, ya qu...
by jojo
06 Apr 2021, 22:05
Forum: General
Topic: [Solved] Process Transition condition type
Replies: 5
Views: 832

Re: Process Transition condition type

.* works fine for anything and ^$ for empty. Please note that a dynamic field if it has no value is not existant for this ticket so checking on empty will not work here
by jojo
05 Apr 2021, 12:21
Forum: Help
Topic: [SOLVED] Address Book Search only one LDAP connection
Replies: 4
Views: 791

Re: Address Book Search only one LDAP connection

try

Code: Select all

Host => [ 'host1', 'host2' ],
by jojo
22 Mar 2021, 21:21
Forum: Help
Topic: [SOLVED] URGENT... Perl... issues since 20.04 LTS upgrade on Ubuntu
Replies: 2
Views: 499

Re: URGENT... Perl... issues since 20.04 LTS upgrade on Ubuntu

it seems your perl is not consistent. You can try to update the module manually via apt to have a clean install.

Also this forum is run by valunteers, so you should consider buying professional support to get help on urgent matters
by jojo
20 Mar 2021, 22:04
Forum: Help
Topic: Process tickets: Formatting/Markup and show field based on checkbox
Replies: 4
Views: 585

Re: Process tickets: Formatting/Markup and show field based on checkbox

without code changes or existing (paid) modules it is not possible. BTW: your version is outdated and has several known security issues. So you should update first to a supported version
by jojo
10 Mar 2021, 20:07
Forum: General
Topic: CC in customer.pl
Replies: 6
Views: 1059

Re: CC in customer.pl

i do not know a solution without commercial add ons...
by jojo
04 Mar 2021, 23:41
Forum: Allgemeines
Topic: OTRS 5.xxx Dashboard Queue
Replies: 8
Views: 1219

Re: OTRS 5.xxx Dashboard Queue

was möchtest Du denn genau machen?

Übrigens die Version 5 ist bereits seit mehr als einem Jahr ohne Security Patches, ein Einsatz daher nicht mehr sicher und DSGVO konform möglich.