Znuny Open Source Ticketsystem

Thanks, Santiago! I'll check this.

This seems to be a bug, fixed in version 5.0.10 (mine was 5.0.8 ):

Bug 11783: https://bugs.otrs.org/show_bug.cgi?id=11783

Hi, in OTRS 5, I've defined an SLA like this: Type: Availability Escalation - first response time (minutes): 0 Escalation - update time (minutes): 180 (Notify by 50%) Escalation - solution time (minutes): 0 Minimum Time Between Incidents (minutes): 0 Validity: Valid Sometimes happens that just after...

Hi, I'm getting the following error in system log each 10 minutes: Facility: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-10 Message: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: Error: Unable to register the process in ...

Hi Mike,

Could you post more details? I mean, notification options values of each. That would help.

Regards,

Juan Ramón

I've been reproducing the problem with the user, and the system logs don't show any error. I can see the two lines of the log with "authentication ok" (first time log and the log after clicking the attachment) but no error between them.

Thanks,

Juan Ramón

Hi Crythias, Thanks for your answer. Yes, we are upgrading to 4.x in a few months. However, in this particular problem I think it's not an OTRS issue, but a browser configuration one (as this problem doesn't happen in other computers) that finishes the session when clicking on an attachment link. I ...

Hi, One of our users has the following problem: after clicking an attachment link in the ticket view he is asked to enter his OTRS username/password again, as if the session was lost. He has to do the same for each attachment in the ticket. But if he tries in a colleague's computer it works fine, so...

Hello,

Our workaround: we created a new notification (event) for the specific agents that should receive the new ticket notificacion from their queue, selecting them in the recipient agents list.

Hope this helps.

Regards,

Juan Ramón

Hi, I need to describe the context of the problem before: We are using OTRS 3.1.2 on Red Hat Linux 5 32 bits. We have added a new web service to create new tickets with a single operation based on Ticket::TicketCreate controller with simple inbound and outbound mapping. We have created a Java progra...

Hi, I want to link a config item with another one. The number of results in a config item link search seems to be limited to 50. My problem is that I have more than 50 elements of the same kind and there is no other way of reaching the others in the search results (for example, there is no paginatio...

Hi, I have configured OTRS to use both LDAP and internal database as customer and authentication backends. I have also created a custom skin for customer interface. Our LDAP customers get our custom skin but our internal database customers get the default skin. As I understand, there is only one con...

Hi, We're using OTRS 3.1. We've created 12 dynamic fields, half of which are dropdown lists. The problem is that for each dropdown list of the page, when I select a value, the page reloads and goes to the top, so I have to go down again to the next field about 6 times. Is there anyway to avoid this ...

Hi, We've observed in our dashboard that a ticket has a huge escalation time: 370117 hours and 24 minutes (more than 42 years). I don't know how it happened. Everything seems fine with the ticket but that. I've had a look in ticket table and seen these time values: timeout: 1332495199 until_time: 0 ...

Yes, that makes sense. Thanks for your reply.

Sí, me has aclarado la duda. Muchas gracias.

Un saludo,

Juan Ramón

Hi, I've observed the following behaviour in OTRS. Let me describe it with the following steps: 1. An agent is assigned a ticket. 2. Afterwards, the agent turns on the out-of-office time. For example, from the present moment to a couple of days after. 3. During the out-of-office time, the ticket is ...

Hola, Hemos observado que cuando un agente tiene tickets asignados, si se encuentra fuera de la oficina los tickets se siguen escalando igualmente. ¿Es este el comportamiento normal? Lo pregunto porque, aunque esperábamos que no escalaran, revisando el manual no se indica nada que sea así. OTRS 2.4....