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by Shack
23 May 2017, 01:08
Forum: Help
Topic: ITSM Change Conditions
Replies: 0
Views: 197

ITSM Change Conditions

I am trying to get a workflow like this: Create a Change (from template) -> Change enters the Requested state -> a Condition that matches the Requested state of the new Change advances the state to Pending Approval, advances the state of a specific Workorder to Ready, and assigns that specific Worko...
by Shack
16 May 2017, 03:03
Forum: Help
Topic: OTRS-otrs.Daemon.pl - Daemon error
Replies: 0
Views: 196

OTRS-otrs.Daemon.pl - Daemon error

I am constantly getting this error in my logs although I can access OTRS and it seems to work fine: Facility OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-42 Message Unknown MySQL server host 'otrs.obscured.us-west-2.rds.amazonaws.com' (110) Does anyone have...
by Shack
15 May 2017, 23:54
Forum: Help
Topic: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42 Perl: 5.16.3 OS: linux
Replies: 5
Views: 628

Re: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42 Perl: 5.16.3 OS: linux

Roy, In order to troubleshoot this, I took your suggestion and changed the outlook.office365.com to an IP Address that resolved on the OTRS host here: Admin -> PostMaster Mail Accounts -> 40.97.51.66 / otrs@example.com I'll post here if it resolves the issue or not. Thank you again for your assistan...
by Shack
15 May 2017, 21:38
Forum: Help
Topic: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42 Perl: 5.16.3 OS: linux
Replies: 5
Views: 628

Re: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42 Perl: 5.16.3 OS: linux

Thank you for your assistance, Roy! My only real concern is that some function of OTRS is misconfigured. If this error is just occasional and doesn't really impact communication or any function of OTRS, I would be inclined to keep it as configured so as not to lose connectivity if Microsoft changes ...
by Shack
15 May 2017, 18:45
Forum: Help
Topic: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42 Perl: 5.16.3 OS: linux
Replies: 5
Views: 628

Re: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42 Perl: 5.16.3 OS: linux

There is no outbound restrictive firewall ACL on the host or on the network perimeter. And, as I mentioned, the same IMAP account is currently used successfully to create and respond to tickets.
by Shack
15 May 2017, 18:20
Forum: Help
Topic: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42 Perl: 5.16.3 OS: linux
Replies: 5
Views: 628

ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42 Perl: 5.16.3 OS: linux

I am getting a regularly occurring error in our OTRS 5.0 installation: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42 Perl: 5.16.3 OS: linux Here are the rest of the details: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42 Perl: 5.16.3 OS: linux Time: Mon May 1...
by Shack
12 May 2017, 20:10
Forum: General
Topic: How to create change using template from RFC in otrs 3.3 ?
Replies: 4
Views: 543

Re: How to create change using template from RFC in otrs 3.3 ?

I finally found it in Ticket → Frontend::Agent::Ticket::MenuModule

Code: Select all

Ticket::Frontend::MenuModule###318-ITSMChangeAddFromTemplate
by Shack
12 May 2017, 19:30
Forum: General
Topic: How to create change using template from RFC in otrs 3.3 ?
Replies: 4
Views: 543

Re: How to create change using template from RFC in otrs 3.3 ?

Thank you for the response, reneeb. I do not see the relevant setting in ITSM Change Management → Frontend::Agent::ModuleRegistration I don't see what can be changed to enable the link. In this OTRSGroup video, a link DOES exist for Create Change (from Template): https://www.youtube.com/watch?v=RCgv...
by Shack
12 May 2017, 00:01
Forum: General
Topic: How to create change using template from RFC in otrs 3.3 ?
Replies: 4
Views: 543

Re: How to create change using template from RFC in otrs 3.3 ?

I have the same issue in version 5. I can create a change from an RfC ticket but I cannot create a change from template from that RfC ticket. My research suggests there is a setting in the SysConfig to enable this function but I cannot find it. Is this true? If so, where is the setting in SysConfig?
by Shack
03 May 2017, 22:14
Forum: Help
Topic: What happened to Asset Tags?
Replies: 4
Views: 303

Re: What happened to Asset Tags?

Thank you for the clarification.
by Shack
03 May 2017, 20:46
Forum: Help
Topic: What happened to Asset Tags?
Replies: 4
Views: 303

Re: What happened to Asset Tags?

@jojo Thank you for your response. Real life installations should always create their own class definitions and classes Ok, you can believe that. Alternatively, I see little reason for a small company to not use standardized "defaults" especially if they want to quickly spin up a system th...
by Shack
03 May 2017, 19:11
Forum: Help
Topic: What happened to Asset Tags?
Replies: 4
Views: 303

What happened to Asset Tags?

In the OTRS ITSM 5 documentation a sample Computer CI is displayed on page 71 that shows the Asset Tag Key. However, in the actual CI, no such Key exists. I understand one could simply add a new key called "Asset Tag" { Key => 'AssetTag', Name => 'Asset Tag', Searchable => 1, Input => { Ty...
by Shack
21 Apr 2017, 21:37
Forum: Help
Topic: installer.pl fails to load
Replies: 3
Views: 408

Re: installer.pl fails to load

I didn't figure out what was wrong exactly but it concerned specifying mod24_perl. This install works on Amazon Linux: * sudo yum -y install --nogpgcheck otrs-5.0.18-01.noarch.rpm * sudo yum install -y "perl(Crypt::Eksblowfish::Bcrypt)" "perl(JSON::XS)" "perl(GD::Text)"...
by Shack
21 Apr 2017, 20:04
Forum: Help
Topic: installer.pl fails to load
Replies: 3
Views: 408

Re: installer.pl fails to load

SELinux status: disabled
by Shack
21 Apr 2017, 01:07
Forum: Help
Topic: installer.pl fails to load
Replies: 3
Views: 408

installer.pl fails to load

I am creating a new instance of OTRS on Amazon Linux AMI 2017.03.0 (HVM) and cannot get the installer.pl to run. My installation steps are as follows (and I've done this about four times so far): * Set the HOSTNAME * Add the private IP address to the hosts file with the FQDN of the server (172.10.10...

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