Znuny and ((OTRS)) Community Edition

shaitand

Group permissions was exactly the issue here.

Inbound Queue needed to be associated with the Customer Queues (or some other group your customers are associated with, "Customer Queues" looks like the default for all customers out of the box).

shaitand

When one of our customers logs in via the customers.pl authentication succeeds. They get a welcome screen and a create your first ticket button. That gives a form for a new ticket but the required drop down fields all have just a "-" in them, no prepopulated choices and no text box to ente...

shaitand

Seems to have worked.

shaitand

Might have found answer here viewtopic.php?f=81&t=19169

Testing.

shaitand

After upgrading from 3.1.16 to 3.2.11 we get these messages. I did see YAML::XS was a new required module on upgrade and install it. No idea what this stuff refers to... ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.8.8 OS: linux Time: Sun Oct 13 22:00:02 2013 Message: Loading the YAML string failed: ...

shaitand

So the problem is somewhere in this piece? external database set for CustomerUser with field lists and mappings? Now that you point it out Kernel::System::CustomerUser::DB::CustomerIDs line 382 is referenced in the Traceback in the logs. Maybe something has changed in the table structure. Thank you ...

shaitand

Database. The OTRS database connection information is set with DatabaseHost, DatabaseUser, DatabasePw and DSN $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; There is a custom authentication module for agents and customers and there is an external...

shaitand

What does that mean exactly? This is something OTRS does. I didn't set it up.

shaitand

The same entries come up without emails on clients in our Chicago office as come up at my own system here or my home system and with different browsers. These suggestions aren't pulled from browser cache (or not only from there) they are being pulled via ajax in a manner similar to Google instant se...

shaitand

Nobody has ideas? How do these entries without an email get there and is there a way to clear this cache? The cache delete script in bin doesn't seem to do it.

shaitand

We have a lot of contacts coming up in the To: and CC: selection list that have no email address attached. Many of them are OTRS agents with email addresses attached to their agent logins. If you select one of these then you can't submit an empty answer it hangs and causes errors in the logs.

shaitand

We accidentally stumbled upon a vulnerability that allows one user to hijack the session of another. As this is sensitive information I'd appreciate it if someone contacts me.

shaitand

Previous owner is listed separately under the user list, and you can select that ... at least from 3.0.x Yes but is there a way to select it automatically? On the owner selection screen it doesn't make much difference but when pending a ticket, changing responsible, etc you generally aren't anticip...

shaitand

Thank you for the help.

I finally traced the issue down to mod_perl. It was installed on both boxes but disabled on the server that works. Disabling it "resolved" the issue on the other server but I will have to trace down the culprit that is breaking mod_perl eventually.

shaitand

Thank you for the clarification. Makes sense.

shaitand

When doing updates that give the option to change owner (such as responsible update) the behavior prior to upgrade was to default to the previous owner. Since upgrade the default behavior seems to be to default to the first choice in the owner list alphabetically by last name. Is there an option to ...

shaitand

For anyone else looking I found this via process of elimination. RW seems to be the required permission level to set as responsible as I can turn off all other permissions and it works with just this set. This is a little unintuitive as the descriptions under permissions indicate what it allows the ...

shaitand

We have a user that is only assigned only read permission to two groups and no other permissions. Previously we could assign tickets to this user and once responsible that user would have permissions for the ticket. After upgrade to 3.1 that user is unable to be assigned responsible on tickets by ot...

shaitand

agent-email-external is an email sent into the system from an external email client with a from address matching an agent. agent-email-outbound is the type mapped to an email sent out to the customer via an "empty answer" within the ticket.

shaitand

After upgrade from 3.0 to 3.1 I'm getting this error and otrs stops responding until I restart apache. It seems to occur when activity is low during the day when we have high levels of activity the system stays up. When activity levels drop on the evening and night shift the system goes down every 3...

shaitand

Yup here is the problem. It's a bug. In the updated var/httpd/htdocs/skins/Agent/default/css (could be customer as well, haven't looked yet) .agent-email-outbound isn't included in the Agent article types. The corresponding hover is missing as well. /* * Agent article types */ .UseArticleColors .age...

shaitand

check if your update went wrong and some files are missing or not loaded. The 3.1 has the same colors like the 2.x versions available You were right something wasn't right in the upgrade. Removing from rpm database and reinstalling appears to have brought all three colors. However the colors aren't...

shaitand

Previously we enjoyed the coloring in 2.4 of different types outbound - green, internal - red, external - white, etc. for the articles displayed in ticket history. When we upgraded to 3.0 we had apply some custom css extracted from a theme which got blown away upon upgrading to 3.1. Reading this htt...

shaitand

This is the solution for anyone else who needs it. Takes mycert.p12 in and extracts userkey.pem and usercert.pem which can be imported through the GUI. Will ask for the phrase used when exporting and the phrase for the extracted private key. $ openssl pkcs12 -nocerts -in mycert.p12 -out userkey.pem ...

shaitand

After our upgrade to 3.0 I noticed that our SMIME cert had expired and I renewed it. The OTRS instructions for this start with generating a signing request which isn't how these email certs are done by most authorities anymore. Now the authority has your browser generate a private key, request, and ...

shaitand

Brackets may be allowed by spec but are uncommon and many vendors don't expect them (or are already using them in their own system). Changing the subject required a few changes in the code beside the area mentioned above. Attached is a patch that changes the square brackets out with -, adding the ap...

shaitand

We are having trouble with a vendors email system and they believe it is caused by the brackets around the ticket number in replies. Is there any way to change this?

shaitand

We are trying to reduce the mass volume of spam the ticket system sends to our agents and keep notifications down to informing the responsible agent of tangible changes to the ticket like follow-ups or notes. Ticket::PendingNotificationOnlyToOwner to No Ticket::PendingNotificationNotToResponsible to...

shaitand

The best I can come up with is to set in the Zoomview to reverse to the order and expand all. This instantly marks everything as read and puts the focus on the most recent article.

This adds a small performance hit but it isn't terrible.

shaitand

OK so looking into this further i found an option to reverse the sort of the articles. Sometimes this results in the last item being selected but other times some random article in the middle is selected. So we might load a 69 line ticket and it chooses to open article 7. Hit refresh, article 8, ref...

shaitand

no ideas?

shaitand

We recently upgraded from otrs 2.4 to 3.0.10. We've resolved most of the sorely missed features like color coded article types but are still having one issue. When a ticket is opened the old OTRS would open the most recent event but 3.0 goes to the top of the list which is the oldest event. Is there...

shaitand

AgentTicketPhone was the problem, somehow it didn't carry over with the upgrade. THANKS!

shaitand

shaitand

In the demo when I click on an a ticket entry the agent zoom gives reply, split, etc. On my system, upgraded from otrs 2.4 there is no split option. How do we enable this?

Znuny and ((OTRS)) Community Edition

Search found 35 matches

Re: Customer Interface Issues

Customer Interface Issues - RESOLVED

Re: YAML problem after upgrade

Re: YAML problem after upgrade

YAML problem after upgrade - RESOLVED

Re: Contact autopopulation without email?

Re: Contact autopopulation without email?

Re: Contact autopopulation without email?

Re: Contact autopopulation without email?

Re: Contact autopopulation without email?

Contact autopopulation without email?

Serious Vulnerability

Re: Updates no longer default owner to previous owner

Re: mysql has gone away

Re: Minimum Permissions to Assign Responsible

Updates no longer default owner to previous owner

Re: Minimum Permissions to Assign Responsible

[SOLVED] Minimum Permissions to Assign Responsible

Re: [SOLVED] 2.4 style colors in ticket history

[SOLVED] mysql has gone away

Re: 2.4 style colors in ticket history

Re: 2.4 style colors in ticket history

[SOLVED] 2.4 style colors in ticket history

Re: SMIME issues

[RESOLVED] SMIME issues

Re: Changed Reply Subject Template

[SOLVED] Changed Reply Subject Template

Reminder notifications won't stop!

Re: Auto-focus on newest event?

Re: Auto-focus on newest event?

Re: Auto-focus on newest event?

[SOLVED] Auto-focus on newest event?

Re: Split button missing?

Re: Split button missing?

[SOLVED] Split button missing?