Znuny Open Source Ticketsystem

jfreeman2nc

Thank you all for your help!

jfreeman2nc

I changed the postmaster user ID to 1 in the sysconfig, and I think it is corrected now. Will keep an eye on it, but new tickets are coming in under Admin OTRS.

jfreeman2nc

The ZZZAuto.pm for the OTRS with the correct owner are drastically different, so much so that there really is not a good way to compare. I did see this in the ZZZAuto.pm for the affected OTRS instance: $Self->{'PostmasterUserID'} = '2'; $Self->{'PostmasterFollowUpSearchInReferences'} = '1'; $Self->{...

jfreeman2nc

I am currently using LDAP, and am not allowed to login using the root account. I have found this to be the case in both instances of OTRS that I am running, however one correctly still uses the root account as the default owner.

jfreeman2nc

Where would I check for the root admin email? Would this be setup in sysconfig? I cannot seem to find where I would have entered my email address into any setting. I have checked the ZZZAuto.pm, there is no instance of my name or email, also in the users database table, user id 1 is set to root@loca...

jfreeman2nc

OK I believe I have asked this question before, but never received an answer. For some reason the default ticket owner has become my user account in our OTRS instance, when by default it should be something like Admin OTRS. I am not sure as to how or why this changed, but I would like to change it b...

jfreeman2nc

There are several threads in this forum discussing this topic. If you want a step by step method of upgrading in a Windows environment, watch the video in the link below. http://www.youtube.com/watch?v=sf0R-reMTWc I pretty much followed the same steps to upgrade 3.0.10 to 3.1.4 a few weeks ago. Of c...

jfreeman2nc

I am trying to find the setting that will allow an external reply to a ticket to include the history of the ticket and not just the last response. Can someone tell me how to enable ticket history to be included? I have another instance of OTRS running 3.0.10 and the ticket history is included in an ...

jfreeman2nc

Good stuff, just wanted to confirm. Thank you for your quick response!

jfreeman2nc

Just a quick question, if I make an account invalid, will it stop fetching emails? I am trying to put a test server online but do not want it to fetch emails.

Thanks

jfreeman2nc

Ok so I have been given the task of upgrading a OTRS 2.3.4 installation to 3.1.4 in Windows. So I initially created a mysql dump of the 2.3.4 mysql database, copied the file directories, and moved these backups over to a new test server. Upon moving to the test server, I reinstalled 2.3.4, restored ...

jfreeman2nc

So basically the solution to the issue is just to re-install everything? What about updating to 3.0.11 could that possibly correct the issue, cannot remember is 3.0.12 was released or not. I did try upgrading to 3.1.2 in a test environment, but constantly received the error, "Invalid Challenge ...

jfreeman2nc

For the past week, agents in our OTRS system, have been receiving "Page Cannot Be Displayed" when navigating through tickets, responses, etc. The OTRS logs look good, I have been searching through the Apache logs and find the following notice: ModPerl::Util::exit: (120000) exit was called ...

jfreeman2nc

I am seeing the same issue, each time I close a window I receive an error, Invalid Challenge Token! This is occurring on a test environment moving from 3.0.10 to 3.1.1. Should I upgrade to 3.0.11 first?

jfreeman2nc

Was just wondering if there was a setting that would allow OTRS to stop removing headers from tickets being brought over from Outlook. For example, most of the time OTRS will automatically combine tickets with similar subject lines, but in the ticket history to To:, From:, CC:, Subject:, headers wil...

jfreeman2nc

We have been using OTRS for close to six months now, and it seems that a good number of recipients will randomly receive emails without attachments. Has anyone else noticed this issue, is there a different X-Header in OTRS that could make the recipients system see our emails as SPAM or having malici...

jfreeman2nc

Our system has the admin email account setup as the generic network support email we use company wide, it is not tied into my account but by me being on the distribution list. So I do not see how this would make me the default owner for all incoming tickets. Not unless there is something happening d...

jfreeman2nc

User ID 1 is set for root@localhost, so I would think that would still make root the default owner for all incoming tickets.

jfreeman2nc

For some reason I receive a notification when someone adds a note to a ticket. I am not sure if this is happening because my account happens to be the default owner of every ticket, or because of some setting that I cannot seem to find to turn the notification off. Can someone please tell me how to ...

jfreeman2nc

I am not seeing in the config.pm where an account is set as admin, however our system is setup to use LDAP. Still I would not think that this would cause myself to become the admin. This seemed to occur when I upgraded to OTRS 3.0.10. Can you tell me which module the admin account information is loc...

jfreeman2nc

Yes it would be nice to have the ability to sort tickets in a queue based on the most recent follow-up. Is this possible?

jfreeman2nc

I know that you can sort articles in a ticket starting from the latest response, however can you sort tickets in a queue based on the latest response? Also is there anyway to create a report that lists tickets and sorts based on the latest response? I can sort by the first response but cannot seem t...

jfreeman2nc

Just wanted to bump this, wondering if anyone had any idea why OTRS is making my account the default owner for all incoming tickets processed.

jfreeman2nc

I have a group that uses PGP encryption and it would be great to enable this function within OTRS. However, I was wondering, if PGP is enabled can you restrict only certain users/groups/queues to be able to use the function?

jfreeman2nc

Does anyone have any suggestions? I actually submitted a bug regarding this issue, and send the support file. I am guessing I am the only person seeing this issue in OTRS?

jfreeman2nc

If I turned off, PostmasterAutoHTML2Text in SysConfig could this possibly resolve the issue?

jfreeman2nc

Below is about as much as I can post, and the contents contains confidential information. But you can see that the system sent the email in a plain text format, no formatting or attachment included whatsoever. Even the Excel document was sent as code. X-OriginalArrivalTime: 13 Dec 2011 15:02:14.0653...

jfreeman2nc

The problem is that I have never converted these files, they are as they were when fetched from the Exchange server. I do see that there are html files embedded in most of our tickets, I am guessing these contain the HTML formatting. I am not sure why the system stores these as HTML files. Usually i...

jfreeman2nc

Investigating this issue further it seems that the tickets are being sent in plain format, no attachments, no formatting. I cannot seem to find any answers to this issue whatsoever, does anyone have any suggestions, ideas, etc?

jfreeman2nc

I commented out the lines of code in the ArticleStorageFS.pm and am no longer seeing errors in the Apache log, but still am seeing instances where tickets are being sent out from OTRS and the attachment is not being received. Also, randomly the formatting will be completely turned into jibberish whe...

jfreeman2nc

Is there anyway to remove them?

jfreeman2nc

blue vertical linePNG.PNG Is there a way to remove the blue vertical lines that appear in the body of a ticket? All of my users are complaining and I am not sure if there is a way to remove them all together? Also, it seems the font randomly changes to 8 point font when the ticket is sent to a reci...

jfreeman2nc

If I run otrs.setpermissions.pl in a Windows environment should that fix this issue, or is this script file only for OTRS instances running in Linux? Also if I comment out the code in shown in the thread below does this correct the issue? I just can't have emails without attachments or formatting go...

jfreeman2nc

I did just check the Apache log and am seeing the following errors randomly: incomplete redirection target of '/otrs/index.pl' for URI '/' modified to 'http://server/otrs/index.pl' and also File does not exist: C:/Program Files (x86)/OTRS/Apache/htdocs/favicon.ico and finally -e: Error: Can't create...

jfreeman2nc

Randomly in OTRS when a ticket is emailed out the recipient will receive the email formatted in raw HTML code. The email will appear normally in the OTRS system but when it is sent all formatting is lost, this also happens if I split the ticket and put it into another queue in OTRS. The ticket will ...

jfreeman2nc

When I first started using OTRS the default owner of any new ticket was Admin OTRS, since I have upgraded to 3.0.10 I notice that the default owner is always my account. For example it lists jfreeman2nc instead of Admin OTRS. This hasn't caused any issues but I just want to make sure that this will ...

jfreeman2nc

Thanks, that really helped and will make this transition much easier.

jfreeman2nc

I have been using OTRS for with one of our departments for several months now, and everything has been going fairly smoothly. Now I have been assigned the task of moving another department onto OTRS, with the eventual task of moving every department in our office into the ticketing system. Going for...

jfreeman2nc

This only maps to the Customer LDAP database correct? Where does the auto-fill pull from? For example, in the To: field when creating a new ticket, oftentimes the ticket will go to someone internal and their email address auto-populates as you type the recipients name. However, when the field is pop...

jfreeman2nc

Does anyone have any ideas on how to modify what is filled in automatically or how to remove certain parts from being populated?

jfreeman2nc

I have OTRS configured to use LDAP for authentication. When we send an email internal OTRS will automatically fill in the user field as you type, however the field always shows the login name from AD. Is the section below in the Config.pm file where I go to remove fields I do not wish to automatical...

jfreeman2nc

So it would be best to have a different instance of OTRS for the other mailbox in this type of situation?

jfreeman2nc

I am working on pulling another one of our shared inbox groups into OTRS, they are two entirely different groups with different email addresses but sometimes will need to have the ability to send emails to each other. I have found that if I try to send an email/ticket to the other group I receive an...

jfreeman2nc

We have run into an issue with OTRS where the system will take the text in a email and mark it all as a hyperlink. When I actually click on the hyperlink within OTRS it opens a new window/tab of the same ticket. This happens on random occasions and I am not sure why. Has anyone run into or seen this...

jfreeman2nc

Good info to know for down the road.

jfreeman2nc

OTRS is working and has no issues with Exchange 2003, just wondering what major change in 2010 is causing the send mail problems?

jfreeman2nc

In OTRS 3.0.10 when looking at the number of closed tickets is shows 10,000 in red numbers, is this a limitation in OTRS? Should some of these tickets be removed to add additional space in the database?

jfreeman2nc

I just went back into the ticket and now see the attachment is included in the workflow, the html with just the email text could have been a fluke. I just wish I could figure out what is causing this issue as it is extremely frustrating.

jfreeman2nc

I was able to fix the errors in the log it seems with giving the agents permissions to the article folder on the server. However, I am still getting random cases where the attachment is not being included. I also just saw from looking through OTRS that the file says it is an attached pdf file but wh...

jfreeman2nc

I am getting the same error in 3.0.10 running on Server 2008 R2, along with the error in the log the attachment is also not sent to the recipient. What makes this error so odd is that is only happens randomly, most times the attachment goes through but randomly the error appears and no attachment is...

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