Znuny and ((OTRS)) Community Edition

Could you

SELECT id, name, valid_id from ticket_type;

please?

The TypeID 1 is invalid in your database. This could be a deletion or corrupt table.

If the PostMaster setup says default type is n/a and there is no such valid thing, then this error will occur.

Check tables for corruption.

But the customers want to see all the tickets posted in OTRS : not only their own tickets. There is also enabling Company Tickets. Users' "My Tickets" are based upon UserName. Users' "Company Tickets" are based upon CustomerID. If "everyone" had the same value of Custo...

The workorder is locked to the Agent assigned to the task, similarly to tickets. Jojo recommends process tickets, likely because it does allow workflows but doesn't require assignment of agent. Therefore the agents assigned to the queue can handle according to normal ticket procedures.

I haven't had a chance to look at it, but it's possible (?) that attribute[0] and attribute[1] might work. I can't be sure.

After all this, I'm throwing my towel in the ring. I changed the crontab to every minute to clean up the spool and flock to not run this multiple times and duplicate tickets. * * * * * /usr/bin/flock -n /tmp/noynim-otrs-mail.lockfile $HOME/bin/otrs.Console.pl Maint::PostMaster::SpoolMailsReprocess >...

welp, I went the wrong way I guess:
running as otrs,
procmail .procmailrc <test-email.box
works exactly as designed.

So it's a CentOS permissions issue.

From SpoolMailsReprocess.pm # Here we use a system call because Maint::PostMaster::Read has special exception handling # and will die if certain problems occur. my $Result = system("$^X $Home/bin/otrs.Console.pl Maint::PostMaster::Read < $File "); Maybe this is a hint? If so, then procmail...

I gotta find a different way to address. all the Cache Sets have permission issues via procmail, even though procmail is running (as far as I can tell) in the context of otrs. Spool reprocess is also running via crontab under the otrs user and has no problem processing. But also doesn't seem to touc...

So here's the fun part: Both of these have permissions issues: Valid.pm: https://github.com/OTRS/otrs/blob/a79e8bfeec94a4c30a69557118dbeb28499d554f/Kernel/System/Valid.pm#L84 while ( my @Row = $DBObject->FetchrowArray() ) { $Data{ $Row[0] } = $Row[1]; } # set cache $Kernel::OM->Get('Kernel::System::...

The difference between procmailrc and spool:

When procmailrc requests a CacheKey:

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DynamicFieldList::Valid::1::ObjectType::Article_Ticket::ResultType::HASH

When Spool reprocess requests a CacheKey:

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DynamicFieldList::Valid::1::ObjectType::Ticket::ResultType::HASH

DynamicField doesn't want to grab ValidIDsGet (it fails on Cache-ing) And it's having trouble Cache-ing DynamicField Hash data So there's a problem where procmail doesn't try to use the cache and spooler does. ValidIDsGet doesn't return values from line 732 (the call fails with permissions to cache)...

In some places Queue.pm, it's " st.valid_id IN ( ${\(join ', ', $ValidObject->ValidIDsGet())} )" or Salutation.pm: WHERE valid_id IN ( ${\(join ', ', $Kernel::OM->Get('Kernel::System::Valid')->ValidIDsGet())} ) in MailAccount it's 'WHERE valid_id IN ( ' . join ', ', $ValidObject->ValidIDsG...

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            $SQL .= ' WHERE valid_id IN (' . join ', ', $ValidObject->ValidIDsGet() . ')';

This is where it stops. I'm bouncing to the next place.

Something more interesting: Changes to DynamicField.pm for debugging: $Kernel::OM->Get('Kernel::System::Log')->Log( Priority => 'info', Message => 'CacheGet!', ); my $Cache = $CacheObject->Get( Type => 'DynamicField', Key => $CacheKey, ); $Kernel::OM->Get('Kernel::System::Log')->Log( Priority => 'in...

# Pipe all email into the PostMaster process. :0 : | $SYS_HOME/bin/otrs.Console.pl Maint::PostMaster::Read procmail says the current running user is otrs. $SYS_HOME certainly resolves to /opt/otrs So far, I've narrowed this down to Kernel/System/PostMaster.pm: # add Dynamic Field headers my $Dynami...

removing

Don't spit against the wind. Don't eat yellow snow. Providing error messages helps others provide answers. Ask questions the same way you'd ask of your boss or colleague or your mother. If you sent them an email with the words that you've provided in this topic, what would their first response to yo...

Don't overlook the dashlets already present with three tabs including your own locked tickets for the dashlet.

You may consider a Notification (Event) to address your specific needs.

I've already posted this twice, but since it's asked again:

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 groups otrs
otrs : otrs apache

So what is your umask setting for the apache user? su -s /bin/bash apache bash-4.2$ umask 0022 /etc/profile: # By default, we want umask to get set. This sets it for login shell # Current threshold for system reserved uid/gids is 200 # You could check uidgid reservation validity in # /usr/share/doc...

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sestatus
SELinux status:                 disabled

in any case... your log shows ERROR: Permission denied: /opt/otrs/Kernel/Config/Files/ZZZAuto.pm so it is actually a permission issue. Either your ./Files directory is not allowed to be touched by otrs user (this usually happens if you perform the Rebuild Config via root user (should not be possibl...

It seems you have a permission issue and on your /opt/otrs filesystem, too But my .procmailrc runs. it's not a permission with procmailrc. I get logs. It's OTRS not doing the thing. I would guess so, but there's no particular difference in permissions between ticket cacheing and postmaster read cac...

root wrote:Roy

Are you available to address this? I'm really in need of looking at this ... I can't seem to get Postmaster Read to debug.

I didn't use RPM. I installed via source. The only difference for your procmailrc and mine is group root. Which ... shouldn't really be a thing, but okay. > groups otrs otrs : otrs apache > ls -la .procmailrc -rw-r----- 1 otrs root 1859 Jan 11 08:51 .procmailrc Locking ".lock" procmail: Ex...

Summary: .procmail on OTRS version 5.0.24 (git) isn't generating tickets. Any Ideas? I can't seem to get this working ... it makes spool tickets and then I have to run the spool process. This isn't good because I can't check if the process spool is already running and it doubles, triples up tickets....

While it's not recommended to mess directly with the database, there seems to be an issue where there's a double attempt to mark an article as seen. Duplicate entry for key could be the same item is open in multiple tabs and attempt to mark an article or ticket as seen might have duplicated. Is this...

viewtopic.php?f=60&t=24116

Generic Agent last change greater than 3 days ago. But you sincerely need to upgrade beyond 3.3 as soon as reasonably possible due to bug and security fixes. It's not simply that your own data is vulnerable. Old, insecure, versions of software can be vectors for distributing vulnerabilities to your ...

wurzel has the right answer. If you use the ServiceID instead of Service, you can avoid the problem of misspelling the service. Also, your logs would say that you're using an invalid service if that were the case. The downside could be that the ServiceID isn't replicated in any export/import destina...

The error messages seem to indicate that the credentials are invalid for the attempted request. If the credentials are correct, it's then a problem with the server address. Likely, the domain xxxx.com.br either doesn't resolve from otrs server at the IP address desired because of DNS/hosts, or the p...

too many filters = too many filters. Consider that you want to only filter on the most important things that will trigger the notification. If that's a state, you typically only filter on the states you're looking for. Unless you're really particularly looking for state change with extra features at...

This is an old thread. You may want to start a new thread to address your issue.

I'm with JoJo on this. To make a GA is easy. It helps if you've done one. If you're trying to make a bunch of them programmatically, that also is easy. Make one via web, get sample information via SQL, use the API. But you'd make a bunch of them programmatically, generally, to only handle manual web...

Please let us know if creating a sample, then applying the key value pairs, according to the docs, isn't working. Any samples you've created would be of interest.

Basically, I suggested making a sample yourself, getting the values from the database, applying to the API, it works.

Edit Kernel/Output/HTML/Templates/Standard/CustomerLogin.tt Add this around / before line 136/submit <div class="NewLine"> <label class="Mandatory" for="Country"><span class="Marker">*</span> [% Translate("Country") | html %]</label> <input title=&qu...

What have you tried? Are you needing to add or run a GenericAgent job or are you trying to do GenericAgent actions? Which means: if you're trying to change the Queue, then you would use the Queue API. You might make it somewhat easy by creating a sample generic agent, then SELECT job_key, job_value ...

/dev/mapper/centos-root 18G 18G 12M 100% / Dec 20 11:25:02 localhost postfix/postdrop[2144]: warning: uid=992: No space left on device Your 18GB / partition is full. There's not much more to be said than this. What can you do to find space hogs? I typically do something like du -h --max-depth=2 | so...

Generic agent,
Job Name: Get Eureka

Expand event Based execution (single ticket)
Ticket TicketCreate, click plus (it's now listed)

Expand Select Tickets
Subject: Lorum Ipsum

Expand Update/Add Ticket Attributes
Set new queue: DestinationQueue
Set new state: Closed Successfully

Click Submit

This is likely because the [+] was clicked but not implemented in the System Configuration.

A way to address is to seek out

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''

(two apostrophes) from within Kernel/Config/Files/ZZZAuto.pm

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      'Group' => [
        ''
      ],

Either in Group or Groupro

Did you happen to use Generic Agent?

CSS to add to class "SideBarColumn":

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	position: fixed;
	right: 1%
	z-index: 1;
	top: 150px; /*adjust per your own customization needs */

Note that you can't now scroll Customer Information if it exceeds your screen height. Of course, you can collapse Ticket Information.

Use another field, like a Dynamic Field, to hold a value of the escalation state. Use Generic Agent to test and set the escalation state value according to your criteria, and react accordingly.

What this does: Puts a $ in the toolbar under which it shows you your billed hours today. Why is it useful? If you're using time_units to collect your billable time, it may be of interest to show if you're on track for the billable time for the day. How to install: (Version 5) 1) You need Kernel/Out...

For no email created tickets (but allow followups), one thing that you can do is to send tickets to Junk with Junk having an AutoResponse for "Sorry, you can't create tickets this way. Call an agent."

Then add a Generic Agent to purge Junk periodically.

Looks like the recovery from backup fixed it on the filesystem side. no particular reason, I guess.

After a full VM stopped OTRS from working, I've been unable to log in to the ADMIN side of the ticketing system. The interface goes to "Browser Warning" and the only particular errors I've found seem to indicate Core.App.Ready is not a function. All database tables have checked out okay an...

Queues are for groups of agents able to handle tickets in that category.
Don't use customer or task or project based Queues.
Use Services for what the Agents are servicing.

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