Znuny Open Source Ticketsystem

davidbann

It seems that only Ticket::Frontend::Article::Actions were affected - for phone, internal, invalid, chat and email. We are just copying the values back into the sysconfig for these items to get the functionality working again. No idea why the upgrade got rid of them...

davidbann

Thanks Roy We tried the rebuild, restart and clear of cache, and no luck. We did a comparison on the DB backup prior to upgrade, and see that there are many sysconfig entries that have gone missing. We are doing the full analysis now, but there are entries that were completely removed from sysconfig...

davidbann

Hi there, We recently upgraded from version 6.4.5 to 6.5.2, and now the reply options on tickets is missing. I have checked permissions and even if I assign all possible groups to my own user, there is no reply option in any of the queues, regardless of whether I am the ticket owner or not. It seems...

davidbann

Thanks Eggllo - your method was the quickest and easiest :) Even if this is a bit old, someone may find this helpful if you need to check from the web client. From the admin panel there is a section called Support Data Collector (found in the bottom right corner in the System Administration section ...

davidbann

I have the same problem - while I know that it's just a warning (although it appears very much like an error and gives the impression that changes are not saved), I would like to understand what is causing this - where are the transport methods maintained?

davidbann

reneeb wrote:You can watch the syslog with
Code: Select all
less +F /var/log/messages

Thanks reneeb - very useful

davidbann

Hi there, I am very new to the Linux world - we recently migrated from a Windows environment to CentOS 7. I am researched what I can about the logs in CentOS and the best I have found is to use the journalctl command to read the system logs, although it shows a lot more than I would like to see... A...

davidbann

Hi there,

Is it possible to use Azure AD services as the back-end for agents in OTRS 5?

Thanks

davidbann

Ok I finally figured this one out. I added innodb_file_per_table to my.ini, restarted, ran the sql script again and it worked. I then ran the perl database file again and that worked too - all sorted now

davidbann

Ok some more useful information - when the MySql script tries to add the new column to the articles table it also shows an error "table is full". I am using InnoDB, and searches indicate that the problem is either that my partition has run out of space, or I need to make sure that I have s...

davidbann

Hi, I am running OTRS on windows... I just upgraded from 3.2.8 to 3.3.7. While doing the upgrade I got an error when running the MYSQL upgrade script ( scripts/DBUpdate-to-3.3.mysql.sql ). The error I received was: ERROR 1072 (42000): Key column 'a_message_id_md5' doesn't exist in table. I then ran ...

davidbann

Hi there, We have a requirement where a specific customer has asked that only certain people int heir organization should be allowed to log tickets. Any other people that try tro log tickets through email should be rejected. To do this, I have created a PostMaster filter: Stop after match = Yes FILT...

davidbann

Hi there, Is it possible to create conditional dynamic fields? In other words, I would like certain tickets to require dynamic fields while others should not require them. For example, if the service of the ticket is set to "Server Support" then I would like the user to be forced to enter ...

davidbann

Hi there, I am experience a strange problem at the moment... When the agent interface log-in screen loads, the text boxes and button are disabled. I investigated through the Firefox error console, and found that the following cached javascript file was corrupt http://support.domain.com/otrs-web/js/j...

davidbann

Thanks Crythias, I used your suggestion and did the following: - Created a new queue for the client called "Client::Rejected" - Created a new auto-response (auto reply): REJECTED: <OTRS_CUSTOMER_SUBJECT[24]> Hi <OTRS_CUSTOMER_DATA_UserFirstname>, Please note that your email will NOT be att...

davidbann

Hi there, We have been providing support to one of our customers for a while now - their employees would submit tickets directly to us. They now want to change this, and want all tickets to be submitted by their own internal shared service team. They want us to enforce this by rejecting any tickets ...

davidbann

Thanks for the response Mike - I will have a look and try out the back-port...

davidbann

Hi, I have implemented SMS notifications for HIGH and VERY HIGH priority tickets. I have done this using an email to sms service. Basically, all I have to do is send an email to sms@smsgateway.com - I then fill the body of the email with specific details including the contents of the SMS. I added a ...

davidbann

I haven't tried this and it's not an ideal solution, but anyway... [*]Go to Admin->Queue [*]Select the queue you want to configure [*]Change the "Follow up Option" to REJECT or NEW TICKET [*]Save [*]Now when closing a ticket, set to "auto close +" and set the "pending date&q...

davidbann

Hi, I have loop protection logs that are building up every day - what exactly is loop protection? My understanding was that it protects the system from getting into an endless loops of auto-responses. Looking at my logs, every person that ever creates a new ticket via email is added to a loop protec...

davidbann

Hi,

Is it possible to have attachments included in new ticket notifications?

So when agents are notified of new ticket requests, the attachments that were sent by the customer should be sent with the notification to the agents.

Thanks

davidbann

Hi, I am getting an intermittent problem where the following error is being displayed to agents when they try and reply to a ticket: [Fri Oct 1 08:58:27 2010][Error][Kernel::System::Email::SMTP::Send][131] Can't send to '#####@########.com': 000! Enable Net::SMTP debug for more info! How do I find o...

davidbann

That makes perfect sense - thanks again for the input - very helpful!

davidbann

jojo wrote:SLAs normally won't stop for pending, pecause everbody will set his ticket than to pending.

That's a very good point - Perhaps I have been looking at this the wroing way... Thanks for the response

davidbann

Anyone have an idea on this?

davidbann

I've tested and can confirm that the calculation of escalation dates/times are not "paused" when in a pending status... Regardless of the status of the ticket, the escalation calculations always keep ticking away. So even if an agent is at the mercy of the unresponsive customer, we may sti...

davidbann

Hi, I have a strange problem where the performance of OTRS is perfect, except for some occasions where a form is submitted. An example is when an agent tries to create a new email ticket. They fill in all the details, upload attachments, (which is all fine), but then when he submits to create the ti...

davidbann

Thanks I will give it a try. My concern is that in the OTRS documentation it states that "Time spent by the ticket in this status will still add towards the escalation time calculations." (http://doc.otrs.org/2.4/en/html/c1964.html#states-predefined) I will test it though, and hopefully th...

davidbann

ferrosti wrote:Just create this status and in the Core::Ticket section you should place it in the pending state section.

Thanks - should I use type "pending auto" or "pending reminder"?

davidbann

Not sure if I did this the best way, but I found where the standard theme stores images and CSS files. I then created the following directory: "\otrs\OTRS\var\httpd\htdocs\images\ mytheme \" and put all my theme's images in there. (Replace "mytheme" with the name of your theme) I...

davidbann

Hi mcqueen,

Did you ever find a solution for this? I have the same problem as you...

Thanks

davidbann

Guidance would be very much appreciated - this is causing a problem in our support system because agents often need to wait for customers to provide additional information. While we wait for this information, the SLA solution time is reached very quickly. By rights, the SLA solution time should only...

davidbann

From my understanding (and I stand to be corrected), there is no such functionality - You need to use the OTRS Agent Dashboard to respond to tickets...

davidbann

Notifications are depending on the "My Queues" setting of the agent. So have a look on his preferences Oh I see - I just assumed that anyone with RW permissions to a queue would get notifications regardless of the "My Queues" preferences. I thought that "My Queues" was...

davidbann

Hi, I have two agents assigned to RW permission on a queue - when a new ticket is created in this queue via email, then for some reason only one agent is notified of the new ticket. I checked the logs, and there is no mention of sending a ticket notification to the other aget. It tells me that it se...

davidbann

Dizzy wrote:You can use the "Postmaster filter" in the Admin-Menu and set the X-OTRS-Type as you want to!

Thanks Dizzy - I'll give that a try. I was hoping there was a postmaster configuration setting for this to make it less "dirty", but I guess I can't have it all

davidbann

You would have to create a new theme - go to "OTRS/Kernel/Output/HTML/" Create a new folder and name it whatever you want to name your theme - we'll call it "custom". Now go to "OTRS/Kernel/Output/HTML/Standard" and copy header.dtl into "OTRS/Kernel/Output/HTML/Cus...

davidbann

Hi,

Is there a way to set the default ticket type for incoming emails? Currently, all incoming emails default to "incident" which is not correct - how can I change this? Is there anything under SysConfig?

davidbann

Hi, I see that I can create custom status by going to the "Status" section in the admin area. I would like to create a new status called "Waiting for Customer" - if a ticket is in this status, then the escalation time should NOT be counted. Is this possible? Which status type sho...

davidbann

I have used the standard MSI installation for OTRS on windows - StrawberryPerl doesn't come with mod_perl loaded, but it does come with the PPM utility. Go to the command prompt and change to your Perl directory (eg c:\otrs\strawberryperl\perl\bin\). Now type the following: perl -v This will get you...

davidbann

As a final update to this, I have recently moved my OTRS installation to a new VPS with a new host. After the migration, cronw works perfectly well and all mails are delivered as expected. This is very strange, since the new VPS is almost identical to the old on - both Win2003 64bit, and I have used...

davidbann

Thanks ferrosti, but I think we are misunderstanding each other... You are right - "1 hour SLA" is only an example... So let's say that I have an SLA that has a 1 hour 1st response time. I create a new "e-mail ticket" and send this off to the customer. If the customer responds af...

davidbann

Regarding the "users" group being assigned to all agents - The best I can come up with is the fact that when an agent creates a new ticket, if they start typing the name of the customer user in the "from" field (for phone-tickets), then OTRS will suggest names (wait a second or t...

davidbann

I have noone given permissions on "users", except for admin accounts (way higher permissions than agents!). If you have no one with "users" permissions, how are your agents able to click on the "customer" link when creating a phone or email ticket? If I don;t assign RW...

davidbann

ferrosti wrote:I do not use 3.0b, but in the older versions this will be set up in the cron scripts.
DO NOT set the interval too low, since this might block itself in case an import takes longer than the interval that hass been set.

What would you classify as too low?

davidbann

Hi, Just to clarify, my understanding is that a phone ticket is a ticket that you create when a customer requests something from you, usually over the phone or in person. An email ticket is used when an agent needs a customer to do something, so in actual fact the task is to be carried out by the cu...

davidbann

Hi, I am trying to create a new stat report, but it is very confusing - I'm sure it will be simple enough once I wrap my mind around it, but for now I can't seem to understand how to configure a new stat report. I would like to create a report that allows me to enter a date range and customer, and f...

davidbann

Hi, I have configured my server and set it to the correct timezone (GMT+2). Under Core::Time I have disabled the timezone option. My question now has to do with the calendars - each calendar has a timezone setting. Should I be setting a local calendar to GMT+2, or to GMT+0? In other words, I want th...

davidbann

Thanks Crythias,

I am hosting on a VPS - the hosting provider has closed down all outgoing mail, and forces me to use their SMTP server (to prevent spamming), so I don't think I can use another SMTP server. I will give them a call and see if they can sort it out.

Thanks for the prompt feedback!

davidbann

Hi, I am getting an error in my OTRS logs: [Tue Sep 14 16:25:34 2010][Error][Kernel::System::Email::SMTP::Send][149] Can't send message: 354Enter message, ending with "." on a line by itself ! Enable Net::SMTP debug for more info! Does anyone have an idea of what might be causing this? Not...

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