Znuny and ((OTRS)) Community Edition

chetannagaonkar

Hello,
You can configure a Postmaster filter to set a dynamic field if your incoming email subject or description as a word 'Warning'. Use the same dynamic field as criteria to send notification.

chetannagaonkar

I totally understand, Roy. We are able to solve the issues if there are defects or if it needs some enhancements. As it is ad-hoc, we are confused. Since it is default code, the only new thing that was introduced couple of years ago were to consider dynamic fields. It worked and there was no need fo...

chetannagaonkar

Thanks Roy. Let me check those too. What is interesting is that it is adhoc. I mean, tickets get created properly ~85% of the time but get zero articles for about ~15% tickets.

chetannagaonkar

Hello All, We are using OTRS 6.0.24. We used default community edition OTRS API and updated to include a few dynamic fields. It has been working for past 3 years; however, of late, we have observed a weird problem. It creates tickets properly, but some times, it creates a few tickets with no article...

chetannagaonkar

Go to Admin->Config options and set the OTRS_CONFIG_FQDN option. That would reflect the correct path and you would be able to navigate to the link when it is sent as notifications. Let me know if you meant to ask for some other issue pls.

Best Regards
Chetan

chetannagaonkar

Would ACL be of any use here?

chetannagaonkar

Thanks MichaelR and jojo. The system is different than what is specified in my signature. I have seen the performance issue creeping in even when I install ITSM on my laptop. Is it common for you/others too? At customers place, yes, we have installed it on VM; however, we have installed Helpdesk sys...

chetannagaonkar

Sorry to bother again; just wanted to follow up if anybody has faced such situation and if they have been able to resolve performance issue. Or is it in general that after installing ITSM modules, the system gets slower? Appreciate any help here pls.

Thanks.
Best Regards
Chetan

chetannagaonkar

That's right. You don't need to use generic agent. However, ensure that the specific cron job is running. If you set the time in queue configuration, that should suffice.

chetannagaonkar

Thanks, Crythias. Your thoughts make sense. Perhaps it may make sense when the SLAs are not very stringent. We had couple of customers where the response SLAs for their premium customers were 15 mins. I was wondering if there are any methods other than leveraging Generic agents.

chetannagaonkar

Thanks, Crythias. I had missed out on this. I understand that it can be done manually; however, if I need to automate it, the only way seems to be using Generic Agent. Now, to check every minute if there has been any escalation; I need to write Generic Agents running every minute. Is there a better ...

chetannagaonkar

One of our customer where an OTRS ITSM implementation has been implemented is facing severe performance issues. The number of tickets submitted per day is less than 20; however, the performance seems to be slow even while submitting the ticket. Has anybody faced this issue as they say that they don'...

chetannagaonkar

In that case, you can either ask the person to unlock the ticket or set unlock automatically. Hope that helps?

Thanks.
Best Regards
Chetan

chetannagaonkar

bobsnee, Suggesting couple of pointers - they may help. 1. Did you ensure that POP3 of email server is enabled, especially you are using Lotus Domino? 2. In the SMTP configuration, do not specify the password, leave it blank. Just specify the username of the email account and that should work. Lemme...

chetannagaonkar

Thank you for the help, Crythias. We figured out that the articles will be created if you remove Re: or FW: when you are sending the mail for the first time. There after, it will create articles appropriately even when it has Re: or FW.

Best Regards
Chetan

chetannagaonkar

Hello All, Below is the scenario, can anyone help pls? 1. Customer calls Service Desk. Service Desk logs in a ticket. 2. Automatic Notification is sent to the customer. 3. Service Engineer needs to visit customer within Response SLA. If Service Desk responds via OTRS then it would be considered as m...

chetannagaonkar

Hello All,

I understand that Survey can be configured to be sent every x number of tickets getting closed. I don't see any option to configure survey to be sent based on priority. Has anybody configured it/is it possible?

Thanks.
Best Regards
Chetan

chetannagaonkar

thank you Stefano. i can find the state id but cannot find impact, criticality or priority id. i have checked in all tables but i don't see them in any tables. do you see the tables for priority id, category id etc? there are ones for ticket, but what for change?

chetannagaonkar

Hello All,

Can we configure OTRS with GoogleApps mail? We haven't done it earlier; however, I guess that it may not be different that what we do it for other servers, right? Let me know if we need to take care of any specific settings for GoogleApps mail pls.

Thanks.
Best Regards
Chetan

chetannagaonkar

Hello All,

Has anyone configured OTRS such that it is possible to get escalations at multiple levels? For instance, if level1 doesn't resolve the problem, it should be escalated to level2 team and similarly to level3 team. Let me know pls.

Thanks.
Best Regards
Chetan

chetannagaonkar

yes, i agree. thank you crythias and kk.

chetannagaonkar

thanks a ton to both of you for giving a precised clarity.

chetannagaonkar

Nobody :

chetannagaonkar

Hello All,

Is there a way to disable the Subject field while closing ticket? By default the text specified is Close. I would like to retain the text but disable the field. Any clue/idea?

Best Regards
Chetan

chetannagaonkar

Thanks, Crythias. I had set generic agents but had also removed them too. Not sure if the escalation script puts all the escalation mail in some location to send mails. In this case, probably since the ticket was deleted at database level without closing, would that be a problem? In that case do you...

chetannagaonkar

I cleared off all the data from database before going Live and then everything seems to be working correctly. However, the escalations that were being tested earlier still seem to send escalation mails daily (although those tickets don't exist in the system now). Is there any file/folder that I need...

chetannagaonkar

Thank you, Crythias. I was able to set escalations as per standard process. A quick question. I cleared off all the data before going Live and then everything seems to be working correctly. The escalations that were being tested earlier still seem to send escalation mails daily. Is there any file/fo...

chetannagaonkar

Hello,

I hadn't paid much attention towards syslog getting updated. I think that it does get flushed automatically. If not, can anyone suggest how to flush the system log regularly in Linux/Unix environment pls?

Thanks.
Best Regards
Chetan

chetannagaonkar

Thanks, jojo. In that case, is there a way to authenticate agent and if he has access to Stats group?

chetannagaonkar

Thanks jojo. So, if I use salted md5 method to decrypt, would that suffice?

Chetan

chetannagaonkar

Hasn't anyone come across this? Can someone let me know at least what method is used or if it is not possible to decrypt the agents passwords pls?

Chetan

chetannagaonkar

Hello All,

I was able to do the necessary changes and I can see the escalation mails being sent. However, they are being sent only for response time. What do I need to do so that escalation mails are sent when tickets are not closed on time?

Best Regards
Chetan

chetannagaonkar

By doing this setting, OTRS will send escalation mails to all agents in that group, correct? Do we have control on the content of the escalation email? I am presuming that in this case no GenericAgents/additional notifications need to be written, right?

Thanks.
Best Regards
Chetan

chetannagaonkar

Thanks for the quick reply, Jojo. I am using it for external reports developed. I would like the users who have Stats permissions to access the repors. I tried using md5 and SHA1 methods. None of them work.

chetannagaonkar

Hello,

I am working on external authentication for users. Can someone let me know what encryption method is used to store passwords in users table pls? Is it MD5 or Sha1?

Thanks.
Best Regards
Chetan

chetannagaonkar

You are the best, jojo. I went thru the developers manual and was able to get it changed. Thanks a ton

Best Regards
Chetan

chetannagaonkar

Thanks for the quick response, jojo. I have not used translation files earlier. If you can throw some light on this (which file/directory), I'll try it out. Your help would be highly appreciated.

Best Regards
Chetan

chetannagaonkar

Nobody has faced this issue earlier? I am hoping that it is possible to display the date in dd/mm/yyyy format. Appreciate help on this pls.

Chetan

chetannagaonkar

Hello All, I had presumed that setting the date/time format of the user would change the date/format display in OTRS too. I realized that its not so. I know it may sound a dumb question. I couldn't see the format option in Core:Time. Does anybody know where to set the date format option so that it i...

chetannagaonkar

You mean that escalations should happen only during business hours, right? I have been testing the tickets and as you have seen I have got correct results for one queue but incorrectly for other queue.

Best Regards
Chetan

chetannagaonkar

Hello, I was testing out the system by specifying different escalation timelines. I have set the timings for weekdays from 9 AM to 6 PM. Yesterday, I submitted few tickets after 6 PM to ensure that SLAs are getting calculated correctly. I had specified 5 mins for 1 queue1 and 120 mins for another qu...

chetannagaonkar

Thanks, Crythias. Your guess was right. I checked it today and the chart is reflecting correctly. There should be a way of clearing the cache though.

Best Regards
Chetan

chetannagaonkar

I was able to remove all records from the specified tables. Everything seems to be working as expected. The 7-day stats graph still reflects the history though. I don't see any relevant table from where I can remove the data. Anybody know where does it reflect the data from pls?

Best Regards
Chetan

chetannagaonkar

Hello, Is there away to identify from the database that a ticket has been escalated? I see that in the ticket table, there are several columns and the escalation time/solution time etc are set. But there doesn't seem to be a way to identify which ticket has been escalated and which one hasn't. Can s...

chetannagaonkar

I have reviewed the config.txt. You seem to connect to system_user2 table. Check if that table exists. Since you have specified the username/password for db (and assuming they are correct:-)), that's the only possibility that i can think causing that issue.

Best Regards
Chetan

chetannagaonkar

if you can post your config.pm, it may help to debug.

chetannagaonkar

I believe that you need to make the necessary changes in Config.pm to connect to MSSQL server.

chetannagaonkar

Thanks for the reply, ferrosti. At least after going thru the link, I was able to identify that the issue is with username, DN. I'll try out different combinations and that should work. Thanks again.

Best Regards
Chetan

chetannagaonkar

Hello ferrosti,

I made the necessary change and then tested it. I was not able to log in though. I noticed the below error in admin sys log. Not sure when is that caused. Any idea?

First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece

chetannagaonkar

It turned out that the username specified should have been with complete domain name and the problem was gone. Thanks a ton to everybody who responded on time to get this resolved.

Best Regards
Chetan

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