Znuny Open Source Ticketsystem

iztok

jojo wrote:You need to use them. I can be a empty one, but you need to set one

Why are they enforced anyway? If I add *empty* salutation, it requires text.

iztok

Hi, when trying to create a new queue I would like to remove the enforcment of salutation since my system doesn't use any salutations. If I fill up all the data and press submit it tells me that salutation is requried - but I don't want one! I tried editing AdminQueue.pm, but no success (deleted eve...

iztok

After further investigation it appears so. Many thanks for help.

iztok

Oops! An Error occurred. Error Message: Impossible to send message to: my.mail@company.si, . . You can or go back to the previous page. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Dec 21 09:51:57 2011 Message: Impossible to send message to: my.mail@company.si, . Traceba...

iztok

Sorry, I've missed 1 step. It works now

iztok

Mail account gets erased, I cannot add mail account for fetching emails .. I get following error:

Table 'otrs.gi_webservice_config' doesn't exist, SQL: 'SELECT id, name FROM gi_webservice_config WHERE valid_id IN (1)'

iztok

Hi, been long since I've done any modifications to my otrs installation. I'll need some help here, we're using ICINGA monitoring - scenario is following: - Ticket opens up when this mail is received: ** PROBLEM Service Alert: servername/CPU Load is CRITICAL ** (this is easy) - Ticket above should cl...

iztok

iztok

This is the issue that bugs me, words are cut off sometimes:

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iztok

Hello, below is the well-tested script I wrote for upgrading OTRS to new versions (3.0.x) on Linux with Apache2 / MySQL Change variables according to your own enviroment :) #!/bin/sh service cron stop service apache2 stop cp -R /opt/otrs /opt/otrs.backup mysqldump -h localhost -u SQL_USERNAME -pSQL_...

iztok

Hi, SSO with AD? Are you running Linux?

iztok

Errors are pasted in code box in my post. Thats from apache (debugging was turned on). Im using Ubuntu Linux, apache 2.2., otrs 3.0.7.

iztok

So I configured now Config.pm to use SSO for Agents, changed otrs.conf accordingly to documents found on the internet :) And am now receiving this error: [2020] AuthenNTLM: Object exists user = \ [2020] AuthenNTLM: Authorization Header NTLM TlRMTVNTUAADAAAAGAAYAIQAAAA4ADgAnAAAABAAEABYAAAADAAMAGgAAAA...

iztok

another bump :<

iztok

iztok

Hi, I'd like to create a new ticket layout for our needs (either via CHANGES/CMDB (ITSM) toolbar or TICKETS -email / phone (OTRS)). It would basicaly be like screenshot below (radio buttons/dropdown menu, freetext fields + ability to link this ticket to specific computer / user / service / switch): ...

iztok

bumped!

iztok

In statistics, I believe age is shown as seconds. So you need to export data to excel and do some simple math to get days / hours.

iztok

Hi,

I've installed FAQ module and found that I can link an article (for example: How to reboot SQL server) to Service, which is OK.

Furthermore, I'd need to have listed which Customers (linked to Service) are related to this article.

Hope you understand my issue

Help much appreciated!

iztok

Mind sharing the solution with us?

iztok

jojo wrote:this will done via note

Thanks, missed the obvious.

iztok

bump!

iztok

Hi, in Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Frontend%3A%3AAgent%3A%3ATicket%3A%3AMenuModule;SysConfigGroup=Ticket I can customize the menu with items that I want seen on ticket zoom. I am missing field inform / involve agent. It is stored in some places in OTRS but I really have no...

iztok

not states, state types: pending auto How to add state type of "pending auto" in SysConfig? Could you post the screen shot? Thanks in advance, Mshi Hi, in SysConfig: DashboardBackend###0130-TicketOpen Key: Attributes Content: StateType=open;StateType=pending reminder;StateType=pending aut...

iztok

Where can I change ticket owner upon ticket creation? You can define in queue to lock the ticket after followup.

But I cannot seem to find a way to assign owner to newly created ticket (owner should be customer who sent email) when email is recieved to OTRS system.

iztok

Iztok, that worked well. I had to remove the line containing "queue" as it was messing the page, the height of time column was increased I couldn't find the option to decrease so I removed it. Otherwise it worked. Thanks. Thanks for the reply crythias. Since we are on same subject I have ...

iztok

I've did crontab -e as otrs user, added

Code: Select all

45 */2 * * *    $HOME/bin/otrs.PendingJobs.pl >> /dev/null

restarted cron, but it's not working. If i run it manualy it works.

That means the pending auto close+ tickets are not closed and go into negative time ...

iztok

hi,

/opt/otrs/Kernel/Config.pm

iztok

Try setting the BaseDN to dc=ocusd,dc=local on each occurence! I see that somewhere you have set Domain users, ocusd, local. Thats probably confusing otrs. Also get rid of spaces between values (e.g. 'dc= ocusd,dc=local') - note the space between = and ocusd This will show all the users in your AD a...

iztok

Try upgrading to OTRS 3.0.6. I've also had some problems with 3.0.5, meanwhile 3.0.6 solved them

iztok

In /opt/otrs/Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl you can change following: It will show you more data like which queue, who is the owner (agent username) and ticket state. so it will be something like ... [-] [-] TicketID - Subject - Time - Queue - Username - Status while the...

iztok

If an Agent locks the ticket, its only shown that it's locked. That doesn't mean that the state will go automaticaly to "pending reminder" or some other status. You have "Pending" button on ticket zoom, pressing it and selecting ticket state will do the trick. You can also accomp...

iztok

And I would also assume, I'd have to set filter for Ticket State = new; also Agent is recognised as Customer when he sends email.

iztok

What I want to achieve, but got me puzzled is, if agent responds to customer email for the first time, otrs should set ticket owner to that agent and lock ticket to him. I tried this from below, but no success.

iztok

iztok

What did you mean with Mitigation?

iztok

Hi, another question:

Is it possible, when the closed ticket gets a follow-up (it still stays closed, it's set that way), to show up on dashboard based on UnreadArticles class?

iztok

Thanks

iztok

Thank you, missed the obvious

iztok

StateType=open;StateType=pending reminder;pending auto close+;

If I add this, ticket with that state isn't shown on dashboard. Editing
Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Frontend::Agent::Dashboard;SysConfigGroup=Ticket;#

iztok

Hi, ticket with that state is not shown on the Dashboard. How can I make it show?

iztok

So, I recieve a ticket to support@domain.local.

Ticket is created. Agent locks ticket, resolves it and sets "pending auto close+".

If customer re-sends email the ticket changes state to open again. How to avoid this? I want to keep it pending auto close+.

iztok

This is what I use. I think you can modify genericagent to launch every minute via cron. But isn't working for me except every 10 minutes. I cannot help you further

iztok

Nothing relevant in there. At least I haven't noticed.

iztok

You can automate this via GenericAgent.

iztok

iztok

Something like this? Adjust the stuff to your needs. I always follow this procedure. Did 2 upgrades already. Use at your own risk ofcourse :-) Run this script from /opt/, have the otrs-3.0.6.tar.gz placed in there. #!/bin/sh service cron stop service postfix stop service apache2 stop cp -R /opt/otrs...

iztok

Get the latest otrs .tar.gz package, when extracted, inside otrs-3.0.6/ you'll find a file named UPGRADING. Follow those instructions and you should be ok

Done this procedure myself few times, never failed.

iztok

The [..] usualy means, that the output is reduced in your case to the max. of 30 characters. Which means, /opt/otrs/Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl you should check this. But I don't think you'll have this file on same place as I do, as I am running OTRS 3.0.6. So you'll ...

iztok

Found it. http://forums.otrs.org/viewtopic.php?f= ... der#p30987

And it works

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