Znuny and ((OTRS)) Community Edition

SantaPe

We have a Windows Server 2008 R2 OTRS Server. From now on the datawarehouseteam will be responsible for reporting. They would like to have access to the OTRS MySQL database. How can I add a user with read-only rights? I know there the menu 'SQL Box' on the admin side of OTRS where you can execute SQ...

SantaPe

but the appliance is already installed with the latests OTRS version and database..

I would think I need would need to export the tickets from OTRS 3.2 on Windows and import them on the OTRS 3.3 appliance.

SantaPe

Yes it is an install since it's still working after I unmounted the iso from VMWare. Do I need to use the shell and commandline to upgrade the database and make these changes to the logo then?

Can you point me somewhere?

SantaPe

I just loaded and launched the appliance. Can I import the old tickets here?
And if I need to change some code for example to the javaScript of the clientside of the form, is that possible? or change the logo of OTRS?

SantaPe

We currently have OTRS 3.2.2 on a Windows 2008R2 Server. Lately we are having a lot of stability issues, we're getting a lot of javascript/AJAX errors, the OTRS pages need to be refreshed a lot to make them responsive again, etc etc. We have used OTRS for a year now and we really love all of its fun...

SantaPe

yes, I added this line to crontab.txt

*/15 6-20 * * 1,2,3,4,5 D:\Program Files (x86)\OTRS\StrawberryPerl\perl\bin\perl.exe D:\Program Files (x86)\OTRS\OTRS\bin\otrs.GenericAgent.pl

Do I need to move crontab.txt to one of the folders in there? (cron.daily, cron.monthly, cron.weekly)

SantaPe

Ok, well it should be ok if they only run once every hour.

The problem is that they don't run at all...

SantaPe

I created several Generic Agent Jobs to add SLA's to certain tickets. If I run the job everything goes well but they won't run automatically. I put minutes to '10' hours to '00' and for days I selected all days. --> this should make the job run every 10 minutes right? I am running OTRS 3.2 on Window...

SantaPe

I still haven't succeeded in using ACL's. Last night I tried the following: $Self->{TicketAcl}->{'ACL-cat'} = { Properties => { Ticket => { Queue => ['Support'], } }, Possible => { Ticket => { DynamicField_SupportCat1 => ['hardware','software','password reset','printer','information'], }, }, }; And ...

SantaPe

The refresh problem is caused by the javaScript. I would like to get rid of the javaScript actually and use the ACL's instead.

I'm only having trouble with choosing the options in the dropdownlist of that dynamicField.

SantaPe

I know crytias... Good one :]

Even when the comment tags are gone, the code doesn't work.

SantaPe

i don't think there is a 'display' variable. It seems I can only use ACL to determine how my dynamicField is filled (in this case a dropdownlist); but I can work with this solution as well. For example, when support queue is chose only the category Hardware is shown in the dropdownlist: # ticket acl...

SantaPe

Hi, I have been looking for this but I haven't found a way to change it. Basically I would like the 'solution time' to be formatted like this days, hours, minutes. Now it doesn't show days. http://i.imgur.com/N6r98U3.png Also in the ticket information 'Solution time' is show in red and without the d...

SantaPe

Does anyone know if all of the above has been solved in OTRS 3.2.2 ?

I am running OTRS on windows and I have problems to make CRON work... We are not getting the correct email notifications.

SantaPe

How can I make sure the escalation times are shown in days/hours/minutes in stead of hours/minutes? See picture below: http://i.imgur.com/c3V05nC.png Also: is there an easy way to stop the SLA time when the status is on pending? I googled and came across some add ons but I was wondering if in OTRS3....

SantaPe

I enabled default services. But when I create a new ticket as a customer.
The service and SLA dropdownlist is empty.

SantaPe

Then I think it's probably easiest to define the default services.

Is that configurable in the backend or do I need to edit config.pm manually?

SantaPe

Hi, We use LDAP for our customers. Now we would like to activate the SLA function. So we created 2 services, for each service 4 SLA's. What I want to do now is attach all services to all LDAP customers. But I have no idea how to do that. Also, when I go to the "manage customer-services Relation...

SantaPe

Or maybe it only affected only a part of the LDAP customers? is that possible?

Only a part of the users can login again and see their tickets, the other part still sees the welcome page and aren't able to create tickets...

SantaPe

Can it be that it just takes some time? (I hope so) One customer just reported that he can see his tickets again and he is capable of creating new tickets as well. But if I try with my own customer account I still get the Welcome screen and I don't see my old tickets. I haven't changed anything sinc...

SantaPe

aside from a possibility of database crash, it appears someone has turned on CustomerGroupSupport and the customers are not members of groups that belongs to queues. Crythias, genious! That's it! I activated CustomerGroupSupport to Yes this morning, because I was trying to connect services to custo...

SantaPe

It seems the customer is not connected to his data anymore.

Since after logging in, he can't see his old tickets anymore. It's all gone.

SantaPe

It's only in the customer frontend.

I did add some Javascript to CustomerTicketMessage.dtl to hide a dynamicField when a certian queue is selected.

SantaPe

Hi, All of a sudden our customers can't create any tickets any more. I did not edit any of the config files. Customers login using LDAP. When they login they get to see the welcome screen where they can 'create their first ticket'. But they can't see their tickets anymore... Also when they are on th...

SantaPe

The problem occurs in Chrome, Firefox and Internet Explorer

SantaPe

Hello,

Is there someone with the same problem?

When customers fill in their ticket and add an attachment, the browser refreshes and clears the fields of title and ticket body text..

SantaPe

I'm not getting any notifications, that's the problem. If the cron job runs, it should note that. Can you see if the job runs at those times? If so, then it will also have additional information about what it did at that time. If the job doesn't run, it's not in cron. I can't find anything on this....

SantaPe

Resolved this. One of the dynamic fields was of the 'Article Type'.
When I created a new dynamic Field with 'Ticket Type' everything started working as it should.

SantaPe

Hi, I have created 2 dynamicFields: 'SystemsCategory' and 'SupportCategory' They are both dropdownlists. Depending on the chosen queue one of both dynamicFields will be shown in the 'NewTicket' view of the customer (using JavaScript). This all works perfectly. Now I want to be able to see the inform...

SantaPe

This is how we want to use the SLA function: When a customer creates a ticket and the Type is A and Priority is very low then predefined SLA "A_verylow" should be attached to the ticket. Is this possible? Up till now I have created a 24/7 calendar, made 2 services "A" and "B...

SantaPe

Still haven't found how to solve this...

SantaPe

And if my default language is dutch, then where to change the translation?

SantaPe

Hi,

Is there a way to change to tooltips text on the customer login page?

I have it configured with LDAP but I want to make clear they need to use their windows login and password to use the tool....

SantaPe

ok, I don't know how to check if the cron job runs.

SantaPe

This is what is in my pending_jobs.dist file: # -- # cron/pending_jobs - pending_jobs cron of the OTRS # Copyright (C) 2001-2009 xxx, http://otrs.org/ # -- # $Id: pending_jobs.dist,v 1.12 2009/11/04 12:27:57 mn Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the encl...

SantaPe

Ok I found it! Thanks.

Topic solved

SantaPe

I figured it all out and it's working like a charm. Next problem i need to tackle: If a customer has chose a queue a new dropdownlist appears. He chooses a topic and submits the ticket. Now an agent notices that the chosen topic from the dropdownlist is not correct. How can I make him able to change...

SantaPe

I'm not getting any notifications, that's the problem. Thanks for the reply.

SantaPe

Version 3.2: Should work like AgentTicketPhone: <script type="text/javascript">//<![CDATA[ function nonetext() { document.compose.Subject.value = ""; document.compose.RichText.value = ""; document.getElementById('DynamicField_TicketFreeText1').style.display = ...

SantaPe

Do I understand correctly:

If I put a ticket in "pending reminder" with the current time + 5 minutes and I wait for 2 hours and 50 minutes I will get an email notification?

SantaPe

Hi,

Thanks for the answer but I'm not sure what you mean.

Do I need to edit that file to get email notifications?

SantaPe

When I put a ticket on 'pending reminder' I do not get an email notification when it has reached the reminder time. I do get to see the icon on the top left and it appears in my pending queue. It normally should send me a notification if the ticket is locked on my name and it should send a notificat...

SantaPe

Thanks, I was just going to post the result myself after searching the sysconfig.

SantaPe

Hello,

When I have a ticket and I update the priority I have to add a note.
I would like that note to be visible for the customer as well but I can only pick note-internal from the dropdownlist.

Is there a way to change that?

SantaPe

I already read the link, but I have trouble finding how to install the Perl Modules... I have OTRS running on windows 2008R2 server.

SantaPe

If I go to the sysConfig module I find the options to let CustomerAuthentication happen by LDAP.
It doesn't work out of the box?

I have OTRS 3.2.2

SantaPe

Wait, what?

I need to install more modules? The link confuses me even more. I thought it was easy to setup LDAP...
:s

SantaPe

I am trying the tool to create the config file! What do you mean by Sourcename? BaseDN? --> is that the OU where I added users who should have customer access? i'm new to LDAP configuring.. I am using our domain controller with AD as source, no LDAP needs to be activated on that part right? Also: af...

SantaPe

Hello,

I would like to enable LDAP to manage customer access to the customer web front-end.
Does anyone know where to find a guide how to configure this?

I have found an article from 2010 but I'm afraid it's outdated.

This is my first time configuring anything with LDAP...

Thx in advance!

SantaPe

I have thought about another solution. Where the customer selects a queue and depending on that queue the customer has to choose some other options from dropdownlists or checkboxes maybe. But those checkboxes (for example) can only be shown when the user chooses a particular Queue. Is that possible?

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