Znuny and ((OTRS)) Community Edition

Hi Flo,

Thank you very much!

Between you and Emin I have managed to achieve what I wanted in a matter of a few days. I've actually been trying to figure this out on and off for about 4 years so this is very much appreciated!

Best wishes!
Fab

Hi Emin, Another cheeky request. Any idea how I manipulate a string? Thought I'd have a crack at figuring out how to tidy up the Manager Field, which is reported back as CN=Manager Name,OU=...., so it just reads as 'Manager Name'. I was hoping the string plugin would help but I can't figure out how ...

Hi Emin,

Perfect! It was exactly what I was after and seems to do exactly what I want! Thank you very much.

Cheers,
Fab

Hi Roy, Thanks for the swift reply. I got the conversion from this link. There's nothing technical here and it was essentially a bit of luck with a google search. https://www.commandlinefu.com/commands/view/1965/decoding-active-directory-date-format As I've said, I know nothing about perl. I don't u...

Hi All, I would like help to understand how to manipulate customer data pulled from Active Directory, and in particular, how to show the Account Expiry date for each user in a human readable format. In Kernel/Config.pm I have the following entry for the Account Expiry Map => [ # Note: Login, Email a...

Dear All,

I wondered if someone could at least tell me if this is possible?

If it isn't I believe it would be a worth while addition.

Many thanks,
Fab

Dear All, Can someone tell me if it is possible to have multiple sort criteria when viewing agent tickets? I have two queues I need to look at and would like to view them on the same page by first sorting by queue, then by changed time within each queue. At present I simply do this via two bookmarks...

Hi All, Does anyone have any advice? After managing to do the migration I get an error when trying to look at any tickets: "Internal Server Error". I'm seeing the following errors in /var/log/httpd/ssl_error_log [:error] [pid 1484] Can't call method "FatalError" on an undefined v...

I managed to convert the engine used by the table using the command below # su -c "/opt/otrs/bin/otrs.Console.pl Maint::Database::MySQL::InnoDBMigration --force" otrs and the upgrade of the DB succeeded successfully. When doing the package upgrade I get the following: # su -c "/opt/ot...

It looks as though those tables are using MyISAM so I guess I need to know if it is safe to convert them.

I did.

su -c "/opt/otrs/scripts/DBUpdate-to-6.pl" otrs

I'm seeing the same issue and have just posted here:

viewtopic.php?f=62&t=39145&p=158807#p158507

Hi, I've sorted out the utf8 issue but have encountered more errors. I really thing the upgrade path from 5->6 should be smoother than this.... [root@asgard ~]# su -c "/opt/otrs/scripts/DBUpdate-to-6.pl" otrs Migration started ... Checking requirements ... Requirement check for: Check fram...

I now get the following error # su -c "/opt/otrs/scripts/DBUpdate-to-6.pl" otrs Migration started ... Checking requirements ... Requirement check for: Check framework version ... Requirement check for: Check required Perl version ... Requirement check for: Check required database version ....

Hi,

I did not run the DBUpdate-to-6.pl because the installation of the rpm errored. The install instructions are to install the rpm then do the DB upgrade.

Indeed, the DBUpdate-to-6.pl is only available once the rpm is installed.

How should one proceed?

Thanks,
Fab

I'm seeing similar issues and have posted today about it:

viewtopic.php?f=62&p=158507#p158507

Did you find a solution?

Dear All, I am trying to upgrade from OTRS 5 to 6 on a RHEL 7 box and have hit an error when trying to install the RPM. ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-58 Perl: Below are the steps taken to upgrade so far and an output of the error produced by the rpm installation. Help much appre...

Hi,

Thanks for your reply. The thought did cross our minds but we dismissed it on the basis of it being a duplication of data in the AD. If it can't be done any other way then I guess we'll have to just accept that.

Cheers,
Fab

Hi,

Can someone please let me know if this is even possible?

Thanks,
Fab

It seems like the following would help Net::LDAP::Util ldap_explode_dn, although I'm not a perl expert so I'm not quite sure I would know how to use it.

Hi All,

I wondered if anyone had any thoughts on the matter, even if it is to say that it cannot be done?

Kind regards,
Fab

Hi,

What does /var/log/otrs.log tell you?

Thanks,
Fab

Hi, I'm running OTRS 5 and have configured LDAP as my external back end by following the example in this link https://otrs.github.io/doc/manual/admin/5.0/en/html/external-backends.html I would like to pull in the manager attribute from our AD. This is trivial enough with the addition of the followin...

Hi, I would like to add an additional search field for customers under 'customer.pl?Action=CustomerTicketSearch' page so that customers can search by services if they so wish. At present the only options are: Ticket#, CustomerID, From, To, Cc, Subject, Text. Agents have much greater control over the...