Znuny and ((OTRS)) Community Edition

ptay

I found the steps in the OTRS 5 Admin Manual under the Upgrading OTRS from 4 to 5 heading. The mislabeled heading threw me off.

ptay

The 5.0.10 release notes mention some Important Notes regarding going from 5.0.2 to 5.0.10. I was looking for the actual upgrade steps. Do I simply run

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yum install --nogpgcheck otrs-5.0.10-01.noarch.rpm

to upgrade? Do I uninstall 5.0.1 before or after 5.0.10? Thanks.

This is for RHEL7.

ptay

Thanks for the advice. You led us to find the issue. We checked the RPM and it was good. The RELEASE file was showing 3.3.11. We found out someone had grabbed the wrong backup (older 3.3.11 version) so we kept restoring 3.3.11 version on a 4.0.5 install. We identified the correct backup and we're op...

ptay

I installed OTRS 4.0.5 from RPM. rpm -Uvh otrs-4.0.5-01.noarch.rpm When I log into OTRS via index.pl or customer.pl web interface it shows 3.3.11. ]# rpm -qa | grep -i otrs otrs-4.0.5-01.noarch I removed RPM rpm -e otrs-4.0.5-01.noarch I notice after removing RPM that /opt/otrs is still present. I m...

ptay

Nevermind...user error...too many systems and versions around office.

ptay

Found the missing RHSM repo. When I said "vanilla" I meant bare bones "vanilla". :? # subscription-manager repos --enable=rhel-7-server-optional-rpms Repo 'rhel-7-server-optional-rpms' is enabled for this system. Now the OTRS rpm install looks better. # yum install --nogpgcheck o...

ptay

I'm enabling and testing the other RHSM repos. By default only the Red Hat Enterprise Linux 7 Server (RPMs) is enabled. I will post results, it might take awhile there are a lot and want to be thorough.

ptay

Here is a good how to: https://huntingbears.nl/2014/12/11/how-to-install-otrs-4-on-centos-7/ Thanks for the post. I get the same broken dependencies with otrs-4.0.5-01.noarch and otrs-4.0.2-01.noarch (tried same version on the link you posted). I have a vanilla RHEL7 install with EPEL repo installe...

ptay

http://otrs.github.io/doc/manual/admin/stable/en/html/installation.html#installation-on-centos The steps in Admin Manual 4.0.x are for RHEL6 and CentOS6. The steps do not work for RHEL7 / CentOS7. Example, MySQL is not in the RH repos and the directions assume MySQL. Another example, this fails: # ...

ptay

Why no steps for installing OTRS 4.0.x on RHEL7? I'm working through the install now with vanilla RHEL7 and documenting each step.

ptay

You first Need to run the upgrade script like mysql -uotrs -pxxx otrs <C:\OTRS\OTRS\scripts\DBUpdate-to-3.3.mysql.sql before you run perl C:\OTRS\OTRS\scripts\DBUpdate-to-3.3.pl Your suggestion worked! Thank you for posting. The 3.3 admin manual skipped this step. It should be under Section 4. Upgr...

ptay

I made some tests on CentOS 7 some time ago and I posted here my considerations. Please note that you might also have to take care to update the db engine from MyISAM to InnoDB; you may find here some further info. Thanks for sharing your post. My DB engines are InnoDB. What did you end up using in...

ptay

Hi, I wanted to get a confirmation of this upgrade path before I start any actual work. This will all be done on a test environment. Here is starter system: OTRS 3.2.5 on RHEL5.6 with PERL 5.8.8 and MySQL 5.5.40. Temporary setup: CentOS6.6 system with Perl 5.10.1 and MySQL 5.5.40. Install OTRS 3.2.5...

ptay

That worked. thanks! Silly me, I was looking for a date and time column.

ptay

In the Admin > Customer Management screen there is a column listed for Last Login. Can someone point me to the DB table and column name that stores the Last Login date and timestamp?

Thanks.

ptay

My manager said, "We want the creator of the ticket to get notification on which agent is assigned ownership of the ticket." I said, "I'll look into it." In our group the agents and customers work very closely together and the customers asked for an email when ownership changed. ...

ptay

*** My changes worked. It only impacted new tickets created after my change.*** I don't know why it didn't impact tickets already created but it's been working now for over a week. Hi, I've setup a notification with these parameters (minimum fields only, no changes to other fields): Name = Email cus...

ptay

Thank you for the details. I read through parts of the OTRS Admin 3.1 Manual section about Dynamic Fields and missed the part stating to update the Config Settings in Ticket -> Frontend::Customer::Ticket::ViewXXX.

Your post was helpful.

ptay

the file procmail-2011-01.log is in the var/log directory ( e.g. /opt/otrs/var/log/procmail-2011-01.log) and your backup user has no permissions on this file Thank you jojo, that was it! Not sure why my test box had 664 permissions & production had 600 on /opt/otrs/var/log/procmail*. My test pr...

ptay

Hello, on my test box this works fine but on production box I get an error message. The /backup directory group is backup with full rights on both production and test. I also cannot locate the file /var/log/procmail-2011-01.log (even as root). [backup@cops-otrs scripts]$ /opt/otrs/scripts/backup.pl ...

ptay

Changing pop up window size http://forums.otrs.org/viewtopic.php?f=62&t=7032

ptay

Anyone know a way to extend the escalation update time when you add a note-internal or note-external? It appears the only two ways to update escalation update time is either use email-external or phone. I'd like to add note-internal and note-external. From OTRS: Escalation - update time (minutes): I...

ptay

lupisa wrote:Is there a way you can leave the pending tickets available on the dashboard?

Anyone able to show pending tickets on dashboard?

ptay

jojo wrote:All tickets not handled by an agent (email and customer interface) are in state new until an agent changes this (.g. via email response to the customer)

Now that makes sense, so the Admin Book is wrong? I'll open a bug for that.

ptay

Not sure in Windows but in crontab you can put 0-59 in place of the first asterisk to run every minute. Example: 0-59 * * * * $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null The "/" means repeat pattern so */10 means repeat every 10 minutes. This issue with using */10 format is not all op...

ptay

Well, in case one wants to reopen a closed ticket a note should be added why it has been reopened. This case make sure that Ticket::Frontend::AgentTicketNote###State is set. Then your agents will be able to set ticket state when entering notes. That is exactly what I'm looking for, thank you! Edit ...

ptay

Page 109 defines default states. The manual says this about New and Open state: New Tickets are usually only in this state when they are created from incoming e-mails. Open The default state for tickets assigned to queues and agents. All of our tickets so far have been opened via web interface yet t...

ptay

Anyone know the easiest way for an Agent to change a ticket state from CLOSED-SUCCESSFUL to OPEN? It might be obvious but I'm missing it...

ptay

Anyone know how to show ticket owner in Dashboard for NEW/OPEN/ESCALATED tickets? I found Frontend::Agent::Dashboard but I don't know if that's the correct area or the entries to use for Key & Content or other steps. I read some other posts but I'm not sure they apply to 3.x version. Thanks ****...

ptay

Can I remove customer_id from being mandatory? if yes, how to do it? I don't think so, from the OTRS Admin manual page 51, "The CustomerID is needed by the system to identify the user and his tickets. Since the email address is a unique value, it can be used as ID." So, if you don't want ...

ptay

Mothra wrote:Don't you find it odd that this is called CustomerID instead of CompanyID, given which form this value is first created in (i.e. the create Company page)?

I agree with you, the term is misleading.

ptay

Anyone know if I can remove the ability to attach for customers or globally (customers and agents)? My customers will be using IE6 until end of 2011 at which time I can re-enable attachments. IE6 doesn't actually upload documents although you can attachment and submit but attachment is never posted....

ptay

http://forums.otrs.org/viewtopic.php?f=60&t=8032&p=31758#p31758 Let me know if this is close enough. Thanks crythias, the idea behind your java script post is roughly the same. I'm not an expert on how to implement but I know it can be done. Our management would not support a hack & I'm...

ptay

Currently OTRS supports FreeText fields globally. That means if you enable a FreeText field customers will see the same FreeText field regardless of queue. This is a major hurdle to my organization using FreeText fields. I can't use FreeText fields for all queues as the queues are separated logicall...

ptay

Most of the issues I notice are with OTRS and not Apache. Not sure how to fix them though, maybe someone else will chime in. I removed the [SOLVED] from main post so others may look at your issue also. Areas of interest to me would be: [Tue Feb 1 09:45:50 2011] -e: Use of uninitialized value in hash...

ptay

Mitchal, any errors in httpd access or error logs? Are you able to post your httpd.conf file? My error was in httpd.conf. Not sure why one browser would work and the other one would not. I fixed my RHEL when I fixed the mod_info syntax in httpd.conf. Some folks upgrading to 3.05 have run into a CSS/...

ptay

I got CentOS / test box working now I'll try RHEL / production box. I tried several things so I'm not sure which one exactly fixed the issue but I think these two were the standouts: I found a mistake in my httpd.conf. Although Apache did not spit out any errors. I could enable / disable CSS/login p...

ptay

I removed OTRS from CentOS/test box then installed otrs-3.0.5-01.noarch.rpm.

When I run the http://10.10.10.100/otrs/installer.pl there is no CSS / styles & when I click Next... nothing happens.

ptay

I ran the cache scripts yesterday & ran them again this morning for sanity. No apparent impact on CSS. Reading the logs I see no errors. I upgraded to 3.05 on test box this morning and still no CSS. recent access log entries: 10.10.10.5 - - [25/Jan/2011:08:57:24 -0600] "GET /otrs/customer.p...

ptay

Anyone know why Agent index.pl page would display this error & I'm missing styles? I don't recall making any changes on CentOS/test box and it gives same errors. Browser Warning The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. Please ...

ptay

You need to give permission for the agent explicitly to the group labeled "users", not the group that the users are a part of otherwise. Originally, I renamed users to serviceA users . Then assigned serviceA users to multiple queues. Based on your suggestion, I renamed serviceA users back...

ptay

Re: that last bit... I added a new agent and *only* gave rw access to the agent. His login gives dashboard, tickets, and customers in the top. *IF* the module registration is set for some other group it could affect what the agent sees, but rw might have been the key. I don't recall every changing ...

ptay

Anyone know of a reason why I can't add or change System Email Addresses Management? When clicking "Submit" to add email address to queue or change default the browser works for about a minute then a small box opens that is labeled "Error" stating "One or more errors occurre...

ptay

Thanks jojo, putting a blank in KEY field and "-" in CONTENT field defaulted to "-" in drop down and required one of the other valid entries since I set bit to required. This is exactly what I wanted, thank you much! Anyone know if I can use a null/blank value for TicketFreeText...

ptay

Thanks Crythias. I wanted to confirm that Agents & Customers could belong to same group. Messing around with Customer Groups and Roles I've managed to do everything I need except for Agents managing customers without admin access

ptay

When I enable Customer Groups through editing Config Settings in Framework -> Frontend::Customer -> CustomerSupportGroup it appears the "Customer Groups" are same as Groups under Admin > Agent Management > Group. Is that true? How can I use Customer Groups and Agent Groups when I want cust...

ptay

jojo wrote:give them permission on the users group

Thanks jojo. I gave the Agents all permissions on the Default users group (users) in Admin > Agents <-> Groups. The Agent doesn't get the tab Customers across the top menu. Is there something else I need to do?

ptay

Anyone know a way that Agents can be restricted to Customer management tab while not having Admin tab?

ptay

Thanks for the tip. This morning I downgraded to RHEL 5.5. OTRS is going live soon and I decided to go with a supported OS. I'll upgrade when OTRS supports RHEL6.

ptay

Upgrading OTRS from 3.03 to 3.04 fails on RHEL6 due to a dependency check. I override the dependency & now I can't log into web UI as an agent & get a pop up error about missing core.ui.datepicker. As I need to deploy system soon I chose to install RHEL 5.5 & use the appropriate RPM. Onc...

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