Znuny and ((OTRS)) Community Edition

steeman

after an upgrade to Debian 10, the problem is solved.

steeman

Linux in VirtualBox is older (Debian

. I'll try a more recent version. Maybe is that the reason.

steeman

Hello when I try to upgrade the packages (needed to upgrade OTRS6) with (bin/otrs.Console.pl Admin::Package::UpgradeAll', I get the folowing error: Can't perform GET on https://ftp.otrs.org/pub/otrs/misc/packages/repository.xml: 500 Can't connect to ftp.otrs.org:443 The strange thing is that I works...

steeman

Thanks
didn't know of this site.

Philip

steeman

No it is recent version 6.0.27 My question was the following. if I send one specific answer, can I close the ticket without manually setting the next ticket state to 'closed succesfully'? The reason: it happens regularly that a agent choose 'close answer' but forgets to set the next ticket state to ...

steeman

Is it technical possible to close a ticket when you choose one specific answer template (with a self written perl module)?
Can you catch such an event (which one)? Can you test which template is used? ...

Thanks for some tips.

steeman

This works, thanks. Not so simple (I'm not a OTRS specialist, but I do my best)

Philip

steeman

Sorry, but I don't get it
should it be NoAgentNotify => 1 ? This doesn't help (and doesn't sound correct).

steeman

I created a new ticket with an article in the correct queue. Everything seems to work, but the agents that are subscribed to this queue do not get any notification. Do I have to call an extra module? My code: # create new ticket $NewTicketID = $TicketObject->TicketCreate( Title => 'Uitleen door ' . ...

steeman

Thanks, this works
I didn't find this method but it is inherited.

steeman

I want to create a new ticket with an article via a perl module. I managed to get it working, but it sends also a mail from the from-address (philip.steeman@mydomain) to the to-address (servicedesk@mydomain). I don't want that because via servicedesk@mydomain it gets a second time in OTRS (via mail,...

steeman

Hello is there a way to update the From address in an article with the API? In https://doc.otrs.com/doc/api/otrs/6.0/Perl/Kernel/System/Ticket/Article/Backend/Base.pm.html#ArticleUpdate It seems that you can only change the following keys Keys SenderType, SenderTypeID and IsVisibleForCustomer are im...

steeman

i don't have URL's pointing to this items except from the FAQ-system itself.

steeman

All the errors come from only 3 IP-adresses (USA, Maleisia, China). When I go to https://servicedesk.vives.be/otrs/public.pl?Action=PublicFAQZoom%3BItemID%3D56 instead of https://servicedesk.vives.be/otrs/public.pl?Action=PublicFAQZoom;ItemID=56 I get the same errors. So some-one (not a customer) pr...

steeman

I have also other similar entries in my log file. It seems that the semi-colons, equal-signs, ... are filtered. Perhaps a try to hack? So if I don't have to worry. Sun Feb 16 23:48:09 2020 (Europe/Brussels) error OTRS-CGI-12 Can't locate Kernel/Modules/PublicFAQExplorerCategoryID0SortByFAQIDOrderUp....

steeman

Hello, I have version OTRS 6.0.25 and FAQ 6.0.23 and I have a few errors a day in my log (see below). Everything seems to work correctly, but I don't like errors. The strange thing is that some of these error come at night (so I don't think it is from our customers). Mon Feb 17 01:17:16 2020 (Europe...

steeman

This works. Fantastic. Thank you.

steeman

Found it myself. Module should be in Kernel/Modules.

steeman

Hello, is there a tutorial to write a simple Custom Module for OTRS6? I want to call it from Generic Agent Job Management. I want to change the TicketCustomer of some tickets depending on a info in the body. Is there only a .pm needed? Is the directory of the module free to choose? Kernel::Custum::M...

steeman

Hi, I try to make a custom module (called via a Generic Agent run task). When I run it, it works but I get 2 errors in de log (2 x "Need Module!") When I look in the code of Ticket.pm it has something to do with $Self->HistoryAdd and $Self->EventHandler . The code works and I get Success =...

steeman

Hello,
I'm using in OTRS5 (and 6) and I would like to add some text as a tip in de body of ckeditor (=placeholder).

Something like this
https://ckeditor.com/docs/ckeditor5/lat ... older.html

Where can I add this in OTRS?

Thanks

Philip

steeman

I have an Appointment Calendar. When I link a calendar item to a ticket and I create a notification every agent gets this notification. Is there a possibility to limit this? possibilities: - only the agents who have a subscription on the queue with this ticket should receive a notification. Is this ...

steeman

Found it.

Added

ForeignDB => 1,

steeman

I tried to use a mysql backend for the Customer User Backend (OTRS 6.0.7). It doens't work as it should do (LDAP is OK) I get those errors: Unknown column 'create_time' in 'field list', SQL: 'SELECT givenName, sn, sAMAccountName, mail, sAMAccountName, create_time, create_by, change_time, change_by, ...

steeman

bin/otrs.Console.pl Maint::Loader::CacheCleanup

doesn't seem to help

bin/otrs.Console.pl Maint::Cache::Delete

seems to help (in a copy in a test environment). Is this a risk for something?

Philip

steeman

There was a out of diskspace error yesterday, thus it can be the problem. How can I regenerate the css-cache?

steeman

Since this morning is the layout of the headers from the Queue view strange and difficult to use. All queues are displayed vertically in stead of a horizontal treeview. See attachment
I didn't change a thing since a few weeks.
What can be the reason?
Version 5.0.22

queueview.PNG

steeman

thanks, this was the solution

steeman

Same error in demo site
https://otrs365.com/page/demo --> customer 1

steeman

In Firefox and Chrome I have a strange layout problem. When I load a page http://192.168.56.101/otrs/public.pl (or refresh the page) I get screenshot 1. After resizing the window (even 1 pixel), I get screenshot 2 (the correct one). The problem doesn't appear on Internet Explorer and Edge (all browe...

steeman

Is there a possibility to have a footer on every FAQ article? I want to point to a website with manuals.

Philip

steeman

via SysConfig <Group>Ticket</Group> <SubGroup>Frontend::Agent::Preferences</SubGroup> NewTicketNotify I did there a reset and an update Rebuild Config Resaved the preference of every agent --> solved The problem must been started months ago with the upgrade from version 3 to version 4. It was activa...

steeman

How or where (what page?) is the UserSendNewTicketNotification offered? From the code, the only values allowed are MyQueues, My Services, My Queues and My Services, and My Queues or My Services. <select id="UserSendNewTicketNotification" name="UserSendNewTicketNotification"> <op...

steeman

The Yes/No selection was in OTRS < 4. As of OTRS 4 you can get notifications based on queues and/or services. So your preferences dialog seems to be "old". Do you have any addons installed? Have a look at the sysconfig settings for this preference option, too. my addons Naam Versie Levera...

steeman

I use version 4.0.12 (updated from 4.0.8) When I look at the user prefs for the UserSendNewTicketNotification I can choose between <blank> Yes and No. Blank whas selected which is an odd choise!. When I change this to yes, I don't get any new ticket notifications anymore. the html code from the brow...

steeman

crythias wrote:
steeman wrote:When an agent gets a email notification for a new ticket and he answers via email.
Agents are supposed to only reply through the web interface.

OK, no problem

Thanks

steeman

When an agent gets a email notification for a new ticket and he answers via email. This answer is registered in OTRS in the ticket history as a ' Customer -- email-external'. Is it possible to mark this as a ' Agent -- email-external'? I think OTRS can know this on the structure of the e-mail or via...

steeman

I have set the
'Escalation - first response time (minutes)'
on 1 week

If a ticket has an escalation I got 1 reminder every day. Is it possible to have just 1 mail, the first time a ticket is escalated and not every day?

Philip

steeman

With unselecting the LoginURL in Sysconfig, I can remove the loginURL-line in Config.pm

Thanks for the quick en correct answer.

Philip

steeman

I added in Config.pm:
$Self->{LoginURL} = ''; (empty string)

and everything works now.

Originally I removed that line out of Config.pm, but this doesn't help, because there is some sort of copy in ZZZAuto.pm.

How can I remove it there? I don't need this anymore.

Thanks!

Philip

steeman

I got a OTRS, version 3.3.8, working with Shibboleth Authentication for the agents with no problems at all. $Self->{'AuthModule'} = 'Kernel::System::Auth::Shibboleth'; This is some sort of HTTPBasicAuth Now I want to change this to LDAP (or DB as a test). My AuthModule is now: $Self->{'AuthModule'} ...

steeman

In OTRS the agent-authentication is done with Shibboleth, but this isn't possible when I want to use the iPhonehandle.
Is there a possibility to let iphonehandle authenticate against something different than OTRS does?

OTRS Version : 3.3.8

Philip

steeman

Thanks,
found it!
I was looking in sysonfig

Philip

steeman

If a ticket is created, a notification is sent to the agents (if they are subscribed to the correct queue).
Is there a possibility to configure this e-mail (add info from dynamic fields)?

Thanks

Philip

steeman

Those 2 solutions didn't seem to work, but I found a simple solution:

In FAQ -> Frontend::Customer::ModuleRegistration, disable CustomerFrontend::Module###CustomerFAQExplorer

Thaks for the advise.

Philip

steeman

crythias wrote:You may, among other ways, including renaming the faq link, change the group membership of FAQ so to not be "users".

I'm sorry, but I don't find this. Can you explain a little bit more?
- Which file do I have to rename?
or
- How do I change the group membership of FAQ?

Philip

steeman

Hello,
We want to use the FAQ module in the near future, but now there are not so much FAQ-entries.
Is it possible that the agents can do everything they want, but that the customers don't see the FAQ-link?

Philip

steeman

That's it

Thanks

Philip

steeman

How can I count the number of articles in a ticket? I search the API, but I can't find it.

Philip

steeman

I want to do something everytime a Ticket is created. I see that the following events are triggered (in front: the times it is triggered). 1 ArticleAutoResponse (dynamicfield info present) 2 ArticleCreate (dynamicfield info present) 2 ArticleFlagSet (dynamicfield info present) 1 ArticleSend (dynamic...

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