Search found 10116 matches

by crythias
28 Jul 2021, 09:40
Forum: Help
Topic: Send multiple satisfaction surveys
Replies: 2
Views: 125

Re: Send multiple satisfaction surveys

Use limeSurvey instead and send notifications on ticket closure based on queue
by crythias
19 Jul 2021, 19:30
Forum: Help
Topic: Parsing string from Active Directory
Replies: 4
Views: 192

Re: Parsing string from Active Directory

It seems someone pulled it from Javascript:
viewtopic.php?p=162928#p162928
by crythias
19 Jul 2021, 19:27
Forum: Help
Topic: New ticket e-mail notification
Replies: 1
Views: 84

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.
by crythias
19 Jul 2021, 19:22
Forum: Help
Topic: Converting tickets to PDF files
Replies: 1
Views: 89

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.
by crythias
17 Jul 2021, 06:13
Forum: General
Topic: An English translation of MasterSlave to JediPadawan
Replies: 2
Views: 199

An English translation of MasterSlave to JediPadawan

Because words may cause sensitivity. Kernel/Language/en_Custom.pm # -- # Copyright (C) 2001-2021 OTRS AG, 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 http...
by crythias
13 Jul 2021, 16:59
Forum: General
Topic: PostMaster module exited with errors, could not process email
Replies: 2
Views: 171

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.
by crythias
10 Jul 2021, 19:30
Forum: General
Topic: [Resolved] Select options based on another option selected (jquery)
Replies: 3
Views: 252

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...
by crythias
10 Jul 2021, 19:24
Forum: General
Topic: NEED HELP OTRS 3.0 with Exchange 365
Replies: 8
Views: 339

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.
by crythias
10 Jul 2021, 19:15
Forum: General
Topic: New features for Znuny Feature Version
Replies: 1
Views: 446

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 ...
by crythias
03 May 2021, 22:19
Forum: General
Topic: Queues - not accpeted 553. 5.7.1. Sender rejected
Replies: 2
Views: 502

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.
by crythias
27 Apr 2021, 19:48
Forum: Help
Topic: OTRS REST API With Two Factor Authentication
Replies: 6
Views: 1205

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...
by crythias
27 Apr 2021, 18:43
Forum: Help
Topic: OTRS REST API With Two Factor Authentication
Replies: 6
Views: 1205

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...
by crythias
21 Mar 2021, 16:59
Forum: Help
Topic: 6.0.1 Problem with Scheduler Daemon Cron: ArticleSearchIndexRebuild
Replies: 8
Views: 13718

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 ...
by crythias
19 Mar 2021, 21:01
Forum: General
Topic: Spell Checking in OTRS 6
Replies: 2
Views: 2533

Re: Spell Checking in OTRS 6

hold the control button, then right click and it will spell check.
by crythias
19 Mar 2021, 05:34
Forum: General
Topic: CC in customer.pl
Replies: 6
Views: 1109

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...
by crythias
18 Mar 2021, 20:14
Forum: Howtos
Topic: OTRS SSO via Auth0/OIDC/Microsoft Azure
Replies: 0
Views: 1832

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...
by crythias
18 Mar 2021, 19:36
Forum: General
Topic: process approval
Replies: 11
Views: 1428

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...
by crythias
18 Mar 2021, 19:20
Forum: General
Topic: [SOLVED] Search - Customer User
Replies: 11
Views: 1465

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"
by crythias
12 Mar 2021, 17:29
Forum: General
Topic: Random Ticket Number Generator missing in OTRS 6?
Replies: 4
Views: 1894

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...
by crythias
22 Feb 2021, 17:48
Forum: Help
Topic: [resolved] Webservice SearchTicket with multiple States
Replies: 9
Views: 1069

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...
by crythias
22 Feb 2021, 17:37
Forum: Help
Topic: upgrade to otrs 6.0.30, cannot login as root@localhost
Replies: 6
Views: 980

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.
by crythias
19 Feb 2021, 23:18
Forum: Help
Topic: Auto start watching ticket after owner change
Replies: 2
Views: 460

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 ...
by crythias
19 Feb 2021, 22:27
Forum: Help
Topic: How to setup OTRS to fetch Gmail
Replies: 2
Views: 406

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.
by crythias
15 Dec 2020, 06:09
Forum: Help
Topic: SSO AD OTRS 7
Replies: 9
Views: 1129

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.
by crythias
10 Dec 2020, 17:31
Forum: Help
Topic: Error migration DB from 5.0.29 to 6.0.x
Replies: 17
Views: 7868

Re: Error migration DB from 5.0.29 to 6.0.x

That's mine. legacy and not relevant.
by crythias
10 Dec 2020, 17:31
Forum: Developers
Topic: DB upgrade references tables that don't exist
Replies: 6
Views: 1557

Re: DB upgrade references tables that don't exist

No. in this case it's article table is gone.
by crythias
10 Dec 2020, 02:19
Forum: Help
Topic: Error migration DB from 5.0.29 to 6.0.x
Replies: 17
Views: 7868

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...
by crythias
10 Dec 2020, 02:16
Forum: Developers
Topic: DB upgrade references tables that don't exist
Replies: 6
Views: 1557

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...
by crythias
09 Dec 2020, 20:26
Forum: Help
Topic: Error migration DB from 5.0.29 to 6.0.x
Replies: 17
Views: 7868

Re: Error migration DB from 5.0.29 to 6.0.x

Database currently.
by crythias
09 Dec 2020, 20:17
Forum: Developers
Topic: DB upgrade references tables that don't exist
Replies: 6
Views: 1557

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...
by crythias
09 Dec 2020, 20:02
Forum: Help
Topic: Strange TicketID number
Replies: 7
Views: 888

Re: Strange TicketID number

would you expect your ticket number to expand length or occupy the 0?
by crythias
09 Dec 2020, 20:01
Forum: Help
Topic: Error migration DB from 5.0.29 to 6.0.x
Replies: 17
Views: 7868

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.
by crythias
09 Dec 2020, 18:31
Forum: Developers
Topic: DB upgrade references tables that don't exist
Replies: 6
Views: 1557

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...
by crythias
09 Dec 2020, 17:36
Forum: Help
Topic: Strange TicketID number
Replies: 7
Views: 888

Re: Strange TicketID number

What will happen to your ticket system when you hit 9999 tickets +1?
by crythias
09 Dec 2020, 17:27
Forum: Help
Topic: Error migration DB from 5.0.29 to 6.0.x
Replies: 17
Views: 7868

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...
by crythias
04 Dec 2020, 23:28
Forum: General
Topic: Checking for foreign key issues on upgrade
Replies: 0
Views: 1069

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 ...
by crythias
04 Dec 2020, 19:25
Forum: General
Topic: Browser Pop-Up Notifications
Replies: 4
Views: 677

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...
by crythias
06 Nov 2020, 06:17
Forum: General
Topic: 6.0.24 to 6.0.30 - unable to create PID for RebuildConfig!
Replies: 3
Views: 703

Re: 6.0.24 to 6.0.30 - unable to create PID for RebuildConfig!

.. maybe? But

Code: Select all

ps auxwww -p 13280,13345
might be useful...
by crythias
05 Nov 2020, 16:52
Forum: General
Topic: Select all tickets with description field for a queue
Replies: 4
Views: 909

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...
by crythias
22 Oct 2020, 16:42
Forum: General
Topic: Make OTRS Read only for Customers
Replies: 7
Views: 1074

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...
by crythias
21 Oct 2020, 00:57
Forum: Help
Topic: Multiple agents grabbing the same ticket
Replies: 6
Views: 868

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.
by crythias
13 Oct 2020, 06:46
Forum: Help
Topic: Multiple agents grabbing the same ticket
Replies: 6
Views: 868

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.
by crythias
12 Oct 2020, 16:17
Forum: Help
Topic: Multiple agents grabbing the same ticket
Replies: 6
Views: 868

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...
by crythias
14 Aug 2020, 01:16
Forum: Howtos
Topic: Link ticket number in ticket title
Replies: 2
Views: 2026

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 %] &mdash; [% Data.Title | html %] change "yourdomain" in the following to [% ...
by crythias
14 May 2020, 23:39
Forum: General
Topic: Using OTRS Session to relay login for SSO.
Replies: 3
Views: 791

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...
by crythias
13 May 2020, 22:08
Forum: General
Topic: Using OTRS Session to relay login for SSO.
Replies: 3
Views: 791

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...
by crythias
02 May 2020, 06:32
Forum: Help
Topic: How to configure SSO correctly in Config.pm
Replies: 4
Views: 882

Re: How to configure SSO correctly in Config.pm

Note also that the site has to be in Internet Options, Local Intranet in order to pass credentials to the site.
by crythias
27 Apr 2020, 00:27
Forum: Help
Topic: automatically close ticket
Replies: 5
Views: 907

Re: automatically close ticket

Really? Version 3.x? I'd strongly suggest upgrading. The gist of the URL adds all the fields to be filled. If you know the StateID of your closed state, you can append that on the URL. http://OTRS.DOMAIN/otrs/index.pl?ChallengeToken=redacted&Action=AgentTicketCompose&TicketID=3&ArticleID...