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- 30 Mar 2023, 17:28
- Forum: Help
- Topic: Getting LDAPS working correctly
- Replies: 9
- Views: 8833
- 14 Dec 2021, 06:43
- Forum: Help
- Topic: How to set a generic agent Note to more than 200 chars?
- Replies: 4
- Views: 1372
Re: How to set a generic agent Note to more than 200 chars?
or even templates if you're reusing data.
- 14 Dec 2021, 06:40
- Forum: Help
- Topic: Automatically create monthly tickets
- Replies: 4
- Views: 935
Re: Automatically create monthly tickets
I do this with mutt and crontab.
Something like:
Something like:
Code: Select all
00 9 1 * * echo "Don't forget to do this monthly thing" | mutt otrs@otrsdomain.com -s "Monthly Event Subject"
00 9 1 * * cat /path/to/emailbody.txt | mutt otrs@otrsdomain.com -s "Another Monthly Event Subject"
- 28 Jul 2021, 09:40
- Forum: Help
- Topic: Send multiple satisfaction surveys
- Replies: 2
- Views: 818
Re: Send multiple satisfaction surveys
Use limeSurvey instead and send notifications on ticket closure based on queue
- 19 Jul 2021, 19:30
- Forum: Help
- Topic: Parsing string from Active Directory
- Replies: 4
- Views: 987
Re: Parsing string from Active Directory
It seems someone pulled it from Javascript:
viewtopic.php?p=162928#p162928
viewtopic.php?p=162928#p162928
- 19 Jul 2021, 19:27
- Forum: Help
- Topic: New ticket e-mail notification
- Replies: 1
- Views: 595
Re: New ticket e-mail notification
How are new tickets created? If they aren't created from a Customer, then there won't be a customer body.
- 19 Jul 2021, 19:22
- Forum: Help
- Topic: Converting tickets to PDF files
- Replies: 1
- Views: 785
Re: Converting tickets to PDF files
This is a lot of redundancy, but since you want redundancy, just cc your OTRS tickets to a mailbox and handle the store/print as PDF that way. You won't get ticket numbers but it doesn't seem like you really want to use the ticketing system anyway.
- 17 Jul 2021, 06:13
- Forum: General
- Topic: An English translation of MasterSlave to JediPadawan
- Replies: 2
- Views: 1306
An English translation of MasterSlave to JediPadawan
Because words may cause sensitivity. Kernel/Language/en_Custom.pm # -- # Copyright (C) 2001-2021 xxx, https://otrs.com/ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see https://...
- 13 Jul 2021, 16:59
- Forum: General
- Topic: PostMaster module exited with errors, could not process email
- Replies: 2
- Views: 1180
Re: PostMaster module exited with errors, could not process email
/opt/otrs/var/spool/problem-email-fb4d520a941e02cb0331e7b9be8c5f46
That is a text file. You might consider reviewing the file, moving it out of spool, or deleting it outright.
It may be poorly formatted or not comply with your filters.
That is a text file. You might consider reviewing the file, moving it out of spool, or deleting it outright.
It may be poorly formatted or not comply with your filters.
- 10 Jul 2021, 19:30
- Forum: General
- Topic: [Resolved] Select options based on another option selected (jquery)
- Replies: 3
- Views: 9176
Re: [Resolved] Select options based on another option selected (jquery)
Well, yeah, but honestly, this is a user interface nightmare. On the one side, you could use ACLs to limit dependent fields. (Possible, PossibleNot) On another, you could "simply" have the values of dependent fields as children of the first field, maybe show as a Tree instead of a full dro...
- 10 Jul 2021, 19:24
- Forum: General
- Topic: NEED HELP OTRS 3.0 with Exchange 365
- Replies: 8
- Views: 2039
Re: NEED HELP OTRS 3.0 with Exchange 365
Also ... you may want to reverse this so that Exchange sends directly to your OTRS box via SMTP.
- 10 Jul 2021, 19:15
- Forum: General
- Topic: New features for Znuny Feature Version
- Replies: 1
- Views: 1350
Re: New features for Znuny Feature Version
Incidentally, I've update the TicketZoom for my particular instance to keep track of hours billed in a calendar month for a ticket, and kludged in how many hours might be dedicated to the ticket as a project-hours limit. Not broken down per agent, though that's part of another setup I've configured ...
- 03 May 2021, 22:19
- Forum: General
- Topic: Queues - not accpeted 553. 5.7.1. Sender rejected
- Replies: 2
- Views: 1251
Re: Queues - not accpeted 553. 5.7.1. Sender rejected
if you close a ticket (next state: closed successfully) via Reply, it will originate as the sender of the queue.
- 27 Apr 2021, 19:48
- Forum: Help
- Topic: OTRS REST API With Two Factor Authentication
- Replies: 7
- Views: 3561
Re: OTRS REST API With Two Factor Authentication
Among other methods, I'd lean toward the HTTPBasicAuth and then focus on the web server's authentication. https://doc.otrs.com/doc/manual/admin/6.0/en/html/external-backends.html#auth-backends It really depends on what is the source of the data. I'm personally using AzureAD with Auth0 for SSO. Altho...
- 27 Apr 2021, 18:43
- Forum: Help
- Topic: OTRS REST API With Two Factor Authentication
- Replies: 7
- Views: 3561
Re: OTRS REST API With Two Factor Authentication
in the url parameters I pass CustomerUserLogin or UserLogin and Password and it works perfectly. I'd strongly recommend some other way of passing authorized creds. Or at least trusting the source of the creds so you can accept the username and maybe a keyhash instead of a plaintext password. But no...
- 21 Mar 2021, 16:59
- Forum: Help
- Topic: 6.0.1 Problem with Scheduler Daemon Cron: ArticleSearchIndexRebuild
- Replies: 8
- Views: 21701
Re: 6.0.1 Problem with Scheduler Daemon Cron: ArticleSearchIndexRebuild
This may happen if you reboot while the process was running. It keeps the pid (processID) in the database and doesn't clean up if it doesn't exist in the process list. bin/otrs.Console.pl Maint::Ticket::FulltextIndexRebuildWorker --force-pid Should be run, but not all the time. it's not recommended ...
- 19 Mar 2021, 21:01
- Forum: General
- Topic: Spell Checking in OTRS 6
- Replies: 2
- Views: 3902
Re: Spell Checking in OTRS 6
hold the control button, then right click and it will spell check.
- 19 Mar 2021, 05:34
- Forum: General
- Topic: CC in customer.pl
- Replies: 6
- Views: 2358
Re: CC in customer.pl
Customer Group membership can reduce the number of people who have "Company Ticket" access. Create a group such as "CompanyTicketViewers" and then apply it to the Module CustomerFrontend::Module###CustomerTicketOverview find "Company Tickets" and add the group CompanyTi...
- 18 Mar 2021, 20:14
- Forum: Howtos
- Topic: OTRS SSO via Auth0/OIDC/Microsoft Azure
- Replies: 3
- Views: 18334
OTRS SSO via Auth0/OIDC/Microsoft Azure
If you want to use Auth0 for OIDC, it's not terribly difficult, but you do have to figure out a couple of things. Within Auth0, set up a multi-page app. Perhaps the most important issue I struggled with is that multiple OIDC providers probably won't work on the same box. Maybe someone can figure out...
- 18 Mar 2021, 19:36
- Forum: General
- Topic: process approval
- Replies: 11
- Views: 3409
Re: process approval
Process tickets probably shouldn't announce what ProcessID and Activity ID are in it because it could change or be a vector for exploitation. Most Process tickets should be at the Process/Activity relevant to the current interactor's need for the ticket at the time the interactor is involved. Proces...
- 18 Mar 2021, 19:20
- Forum: General
- Topic: [SOLVED] Search - Customer User
- Replies: 11
- Views: 3687
Re: Search - Customer User
Probably not recommended, but if the Customer_Users are all in the database, pop this in SQL Box:
Code: Select all
SELECT * FROM customer_user where email like "%@gmail.com"
- 12 Mar 2021, 17:29
- Forum: General
- Topic: Random Ticket Number Generator missing in OTRS 6?
- Replies: 4
- Views: 3112
Re: Random Ticket Number Generator missing in OTRS 6?
I think this used to use a standalone file to store the ticket numbers previously, then it decided to query the database. The idea of a random number generator is allegedly going to cause problems in performance with huge numbers of tickets, both existing and newly generated. There's a slight possib...
- 22 Feb 2021, 17:48
- Forum: Help
- Topic: [resolved] Webservice SearchTicket with multiple States
- Replies: 9
- Views: 2699
Re: Webservice SearchTicket with multiple States
Try StateIDs By default new is StateIDs=1 and open is StateIDs=4 This may potentially vary in your deployment. Go to Admin, State, and hover over the appropriate states, look at the Status bar of your browser for the State ID (Subaction=Change;ID=x) A web search would look like: Action=AgentTicketSe...
- 22 Feb 2021, 17:37
- Forum: Help
- Topic: upgrade to otrs 6.0.30, cannot login as root@localhost
- Replies: 6
- Views: 2764
Re: upgrade to otrs 6.0.30, cannot login as root@localhost
If your Config.pm shows that the AuthModule is LDAP, then it won't use database for Auth.
- 19 Feb 2021, 23:18
- Forum: Help
- Topic: Auto start watching ticket after owner change
- Replies: 2
- Views: 1284
Re: Auto start watching ticket after owner change
It would be nice if that were an option of Generic Agent (although it's possible to create a stand alone file that does the generic agent stuff.) I wrote something 10 years ago on that: https://community.znuny.org/viewtopic.php?f=60&t=10084 Alternatively, I'd suggest using the Owner/Responsible ...
- 19 Feb 2021, 22:27
- Forum: Help
- Topic: How to setup OTRS to fetch Gmail
- Replies: 2
- Views: 1335
Re: How to setup OTRS to fetch Gmail
BTW, you probably don't want to fetch Gmail via POP3 (insecure), but rather it is strongly suggested to forward emails to your OTRS box (SMTP server) and handle emails immediately via procmail.
- 15 Dec 2020, 06:09
- Forum: Help
- Topic: SSO AD OTRS 7
- Replies: 11
- Views: 6755
Re: SSO AD OTRS 7
I should point out that Internet Explorer/Internet Options may need to "trust" the OTRS site in order to pass remote user.
- 10 Dec 2020, 17:31
- Forum: Help
- Topic: Error migration DB from 5.0.29 to 6.0.x
- Replies: 17
- Views: 13102
Re: Error migration DB from 5.0.29 to 6.0.x
That's mine. legacy and not relevant.
- 10 Dec 2020, 17:31
- Forum: Developers
- Topic: DB upgrade references tables that don't exist
- Replies: 6
- Views: 7014
Re: DB upgrade references tables that don't exist
No. in this case it's article table is gone.
- 10 Dec 2020, 02:19
- Forum: Help
- Topic: Error migration DB from 5.0.29 to 6.0.x
- Replies: 17
- Views: 13102
Re: Error migration DB from 5.0.29 to 6.0.x
I'm getting the following: - Add new table for chat data [Wed Dec 9 23:51:32 2020] DBUpdate-to-6.pl: DBD::mysql::db do failed: Can't cre ate table `otrs`.`article_data_otrs_chat` (errno: 150 "Foreign key constraint is incorrectly formed") at /opt/otrs/Kernel/System/DB.pm line 470. ERROR: O...
- 10 Dec 2020, 02:16
- Forum: Developers
- Topic: DB upgrade references tables that don't exist
- Replies: 6
- Views: 7014
Re: DB upgrade references tables that don't exist
I rebuilt otrs db again... - Add new table for chat data [Wed Dec 9 23:51:32 2020] DBUpdate-to-6.pl: DBD::mysql::db do failed: Can't cre ate table `otrs`.`article_data_otrs_chat` (errno: 150 "Foreign key constraint is incorrectly formed") at /opt/otrs/Kernel/System/DB.pm line 470. ERROR: O...
- 09 Dec 2020, 20:26
- Forum: Help
- Topic: Error migration DB from 5.0.29 to 6.0.x
- Replies: 17
- Views: 13102
Re: Error migration DB from 5.0.29 to 6.0.x
Database currently.
- 09 Dec 2020, 20:17
- Forum: Developers
- Topic: DB upgrade references tables that don't exist
- Replies: 6
- Views: 7014
Re: DB upgrade references tables that don't exist
my article table didn't exist. [Wed Dec 9 16:03:06 2020] DBUpdate-to-6.pl: DBD::mysql::db do failed: Can't create table `otrs`.`article_data_mime_send_error` (errno: 150 "Foreign key constraint is incorrectly formed") at /opt/otrs/Kernel/System/DB.pm line 470. ERROR: OTRS-otrs.Console.pl-D...
- 09 Dec 2020, 20:02
- Forum: Help
- Topic: Strange TicketID number
- Replies: 7
- Views: 2471
Re: Strange TicketID number
would you expect your ticket number to expand length or occupy the 0?
- 09 Dec 2020, 20:01
- Forum: Help
- Topic: Error migration DB from 5.0.29 to 6.0.x
- Replies: 17
- Views: 13102
Re: Error migration DB from 5.0.29 to 6.0.x
Yeah, but when it's 55GB, it's a bit cumbersome to retry.
- 09 Dec 2020, 18:31
- Forum: Developers
- Topic: DB upgrade references tables that don't exist
- Replies: 6
- Views: 7014
DB upgrade references tables that don't exist
Am I misreading this in the upgrade? https://github.com/OTRS/otrs/blob/4dee1dafd8c9a5a26788480c2d9287d81ede079c/scripts/DBUpdateTo6/UpgradeDatabaseStructure/CommunicationLogs.pm#L100 https://github.com/OTRS/otrs/blob/4dee1dafd8c9a5a26788480c2d9287d81ede079c/scripts/DBUpdateTo6/UpgradeDatabaseStructu...
- 09 Dec 2020, 17:36
- Forum: Help
- Topic: Strange TicketID number
- Replies: 7
- Views: 2471
Re: Strange TicketID number
What will happen to your ticket system when you hit 9999 tickets +1?
- 09 Dec 2020, 17:27
- Forum: Help
- Topic: Error migration DB from 5.0.29 to 6.0.x
- Replies: 17
- Views: 13102
Re: Error migration DB from 5.0.29 to 6.0.x
I know this is old but I also encountered this. For those who might be seeing this, the issue is the tables that are created article_data_mime* '<TableAlter NameOld="article" NameNew="article_data_mime"/>', '<TableAlter NameOld="article_plain" NameNew="article_data...
- 04 Dec 2020, 23:28
- Forum: General
- Topic: Checking for foreign key issues on upgrade
- Replies: 0
- Views: 3069
Checking for foreign key issues on upgrade
So if you're updating the DB and you get something like this... DBUpdate-to-6.pl: DBD::mysql::db do failed: Cannot add or update a child row: a foreign key constraint fails (`otrs`.`#sql-378_15`, CONSTRAINT `FK_ticket_history_article_id_id` FOREIGN KEY (`article_id`) REFERENCES `article` (`id`)) at ...
- 04 Dec 2020, 19:25
- Forum: General
- Topic: Browser Pop-Up Notifications
- Replies: 4
- Views: 1748
Re: Browser Pop-Up Notifications
It depends . "Yes" it's possible. And it works really well. except it's one time. It's gone and doesn't come back. https://forums.otterhub.org/viewtopic.php?t=29792 CustomerAccept and AgentInfo are immediate forced notifications to Customers and Agents once applied. Update the relevant tem...
- 06 Nov 2020, 06:17
- Forum: General
- Topic: 6.0.24 to 6.0.30 - unable to create PID for RebuildConfig!
- Replies: 3
- Views: 1967
Re: 6.0.24 to 6.0.30 - unable to create PID for RebuildConfig!
.. maybe? But might be useful...
Code: Select all
ps auxwww -p 13280,13345
- 06 Nov 2020, 00:07
- Forum: General
- Topic: 6.0.24 to 6.0.30 - unable to create PID for RebuildConfig!
- Replies: 3
- Views: 1967
Re: 6.0.24 to 6.0.30 - unable to create PID for RebuildConfig!
Code: Select all
select * from process_id
- 05 Nov 2020, 16:52
- Forum: General
- Topic: Select all tickets with description field for a queue
- Replies: 4
- Views: 2564
Re: Select all tickets with description field for a queue
The schema: https://ftp.otrs.org/pub/otrs/doc/database-schema/otrs-6-database.png Assuming "Description field" is "Title": SELECT t.tn AS TicketNumber, t.title AS Description FROM ticket t left join queue q on q.id=t.queue_id where q.name="Raw" LIMIT 40 If "Descrip...
- 22 Oct 2020, 16:42
- Forum: General
- Topic: Make OTRS Read only for Customers
- Replies: 7
- Views: 2654
Re: Make OTRS Read only for Customers
According to the doc ... you should be able to put an ACL (in Config.pm) such that the modify Actions are PossibleNot or Possible with a flag of 0. Alternative to that you may choose to disable the modification Actions in SysConfig. either by disabling (Valid=0/unchecking) the module for CustomerTic...
- 21 Oct 2020, 00:57
- Forum: Help
- Topic: Multiple agents grabbing the same ticket
- Replies: 6
- Views: 2137
Re: Multiple agents grabbing the same ticket
only after they started working on the ticket and clicked OK. That popup doesn't get prevented from two people working on it.
- 13 Oct 2020, 06:46
- Forum: Help
- Topic: Multiple agents grabbing the same ticket
- Replies: 6
- Views: 2137
Re: Multiple agents grabbing the same ticket
The thing is, two people can initiate a reply to a ticket within the same minute. It doesn't hide the ability to reply when it's new unlocked and owned by the admin@localhost user.
- 12 Oct 2020, 16:17
- Forum: Help
- Topic: Multiple agents grabbing the same ticket
- Replies: 6
- Views: 2137
Multiple agents grabbing the same ticket
Hi all, Does anyone have any thoughts on multiple people grabbing the same (new) ticket to work on? I've got some ideas ... 1) disable reply response if ticket is in "new" state. 2) somehow prevent agent reply if ticket is locked and you're not the owner during the load of the popup window...
- 14 Aug 2020, 01:16
- Forum: Howtos
- Topic: Link ticket number in ticket title
- Replies: 2
- Views: 7312
Link ticket number in ticket title
https://github.com/OTRS/otrs/blob/1f692080aa1834d694a1bc4e665ddbd572d67033/Kernel/Output/HTML/Templates/Standard/AgentTicketZoom.tt#L68 [% Data.Hook %][% Config('Ticket::HookDivider') %][% Data.TicketNumber %] — [% Data.Title | html %] change "yourdomain" in the following to [% ...
- 14 May 2020, 23:39
- Forum: General
- Topic: Using OTRS Session to relay login for SSO.
- Replies: 3
- Views: 1963
Re: Using OTRS Session to relay login for SSO.
Here's my issue, and maybe you have an idea... I have php scripts/web pages (on the same server?) that I'd love to support by authenticating with the current logged in OTRS user. So ... I guess I could wrap them in perl or I'll want to siphon API through GenericInterface SessionGet. I just need to b...
- 13 May 2020, 22:08
- Forum: General
- Topic: Using OTRS Session to relay login for SSO.
- Replies: 3
- Views: 1963
Using OTRS Session to relay login for SSO.
This is ... probably nothing that should work. select session_id, data_key, data_value from sessions where Data_Key="UserLogin" or Data_Key="UserType" order by session_id The thought is to pass the session ID encrypted (POST) to the other website, then decrypt the session ID, ret...