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by RStraub
27 Jul 2017, 13:37
Forum: Help
Topic: Update CMDB CIs
Replies: 2
Views: 50

Re: Update CMDB CIs

There is no difference how they were created.


What does your webrequest look like ?
by RStraub
25 Jul 2017, 10:06
Forum: Help
Topic: CI per page | more than 35
Replies: 6
Views: 91

Re: CI per page | more than 35

That's unfortunate and I wouldn't expect it. Did you have a typo in the .xml ? Could you still post the whole block you edited?
by RStraub
25 Jul 2017, 10:05
Forum: Hilfe
Topic: Can't locate object method "ObjectValuesDelete"
Replies: 12
Views: 126

Re: Can't locate object method "ObjectValuesDelete"

Ja :( Die sind wahrscheinlich sehr beschäftigt mit ihrem eigenen KIX-Fork.

Die Paketquellen sind halt arg unteschiedlich zwischen KIX und OTRS. Kannst du mal diese Zeile +- 5 darüber/darunter posten ?
/opt/otrs/KIX4OTRS/Kernel/System/Ticket.pm line 613.
by RStraub
25 Jul 2017, 08:23
Forum: Hilfe
Topic: Can't locate object method "ObjectValuesDelete"
Replies: 12
Views: 126

Re: Can't locate object method "ObjectValuesDelete"

Der Fehler kommt aus einem KIX Module:

/opt/otrs/KIX4OTRS/Kernel/System/Ticket.pm

Frag doch mal bei den KIX Jungs im Forum nach.
by RStraub
24 Jul 2017, 16:55
Forum: General
Topic: Sort Article Overview as per "No"
Replies: 7
Views: 348

Re: Sort Article Overview as per "No"

I don't know what you want to achieve here, but that's a field for a hardcoded value that's prefilled in the note.

You can *maybe* (untested) use OTRS smart tags, something like <OTRS_TICKET_Subject> which might get parsed.
by RStraub
24 Jul 2017, 16:23
Forum: General
Topic: Sort Article Overview as per "No"
Replies: 7
Views: 348

Re: Sort Article Overview as per "No"

The default in the overview shows the last customer-subject and not the ticket title.

Try to change this setting in the SysConfig:
Ticket -> Frontend::Agent::TicketOverview -> Ticket::Frontend::OverviewSmall###ColumnHeader
by RStraub
24 Jul 2017, 15:36
Forum: General
Topic: Sort Article Overview as per "No"
Replies: 7
Views: 348

Re: Sort Article Overview as per "No"

DOES the subject of the ticket change? Be careful to differentiate between subject of the ticket and subject of an article.
by RStraub
24 Jul 2017, 14:50
Forum: Help
Topic: CI per page | more than 35
Replies: 6
Views: 91

Re: CI per page | more than 35

After changing the .xml, navigate to the admin menu an click SysConfig (this is important, it re-reads the files).

Then you should see a new option in the webinterface.
by RStraub
24 Jul 2017, 13:28
Forum: General
Topic: Cannot Access Tickets
Replies: 1
Views: 252

Re: Cannot Access Tickets

As this regards a KIX module, you might want to ask in the KIX fora.
by RStraub
24 Jul 2017, 10:20
Forum: OTRS Developers
Topic: How to get CI's WarrantyExpirationDate
Replies: 3
Views: 79

Re: How to get CI's WarrantyExpirationDate

Hey there, did you try these API calls? my $VersionRef = $ConfigItemObject->VersionGet( VersionID => 123, XMLDataGet => 1, # (optional) default 1 (0|1) ); Taken from here: https://otrs.perl-services.de/docs/ITSMConfigurationManagement/master/kernel_system_itsmconfigitem_version.html Good luck naviga...
by RStraub
21 Jul 2017, 17:00
Forum: Hilfe
Topic: Einstellungen zurücksetzen / Webticket wird nicht mehr erstellt
Replies: 13
Views: 188

Re: Einstellungen zurücksetzen / Webticket wird nicht mehr erstellt

Ich vermute schwer dass da javascript fehlt / umgestellt wurde. Such mal in der SysConfig und Ticket-> Customer::ModuleRegistration nach dem Eintrag zur Ticketerstellung und setz dort die Einstellungen zurück. Ganz krass und wirklich nicht zu empfehlen - aber wenn's schnell gehen muss - könntest du ...
by RStraub
20 Jul 2017, 14:46
Forum: Hilfe
Topic: Automatisch & regelmäßig Tickets erzeugen lassen
Replies: 3
Views: 105

Re: Automatisch & regelmäßig Tickets erzeugen lassen

Huhu, das wurde im Forum schon gefragt. Laut diesem Thread war dann die Lösung ein WebService Request via CronJob: http://forums.otterhub.org/viewtopic.php?f=62&t=32108&p=130946&hilit=recurring#p130946 Alternativ könntest du auch einfach eine email "faken" und diese direkt (via...
by RStraub
19 Jul 2017, 17:14
Forum: Help
Topic: [SOLVED] Not able to query dynamic fields dropdown values
Replies: 2
Views: 90

Re: Not able to query dynamic fields dropdown values

If you really do not want to use the API, try this query:

Code: Select all

select config from dynamic_field where id=41;


Obviously change the ID to the id of the field you are looking for. This returns some json *like* result, you are interested in "PossibleValues".
by RStraub
19 Jul 2017, 14:03
Forum: Help
Topic: Problems restoring backup to new installation
Replies: 2
Views: 136

Re: Problems restoring backup to new installation

The reason for this is, the restore script first restores the configuration files (like Config.pm, which contains the DB-Access parameters). THEN it uses those to connect to the DB to restore the data.
by RStraub
17 Jul 2017, 10:34
Forum: Help
Topic: There are invalid users with locked tickets.
Replies: 3
Views: 222

Re: There are invalid users with locked tickets.

Did you try a generic agent?
by RStraub
13 Jul 2017, 08:33
Forum: Hilfe
Topic: Templates von OTRS 4 in OTRS 5 umwandeln
Replies: 1
Views: 82

Re: Templates von OTRS 4 in OTRS 5 umwandeln

Huhu,

das gibt es, aber ich hab keine Erfahrung damit gemacht.

Wenn du auf OTRS 5 bist, schau mal in ~otrs/bin/otrs.Console.pl List

Dort gibt es den Befehl:

Code: Select all

~otrs/bin/otrs.Console.pl Dev::Tools::Migrate::DTL2TT 
by RStraub
11 Jul 2017, 12:00
Forum: OTRS Developers
Topic: Put close time as column in queue view
Replies: 2
Views: 154

Re: Put close time as column in queue view

You first have to "allow" them in the SysConfig under Ticket → Frontend::Agent::Ticket::ViewQueue (last entry)

Then you can configure them per-agent with the small gear on the top right of the table.
by RStraub
10 Jul 2017, 09:42
Forum: Help
Topic: [SOLVED] Import/Export Management problem
Replies: 5
Views: 125

Re: Import/Export Management problem

That, by far, was not a stupid question :)

Glad it works now.
by RStraub
10 Jul 2017, 08:24
Forum: Help
Topic: [SOLVED] Import/Export Management problem
Replies: 5
Views: 125

Re: Import/Export Management problem

Are you using chrome?

There's a bug where you can't click the button because OTRS handles the events wrongly.

Try using shortcuts (ALT + ?) or try to use TAB to highlight the button and press enter.
by RStraub
10 Jul 2017, 08:23
Forum: Help
Topic: Help with webservice (New Ticket for Customer)
Replies: 5
Views: 170

Re: Help with webservice (New Ticket for Customer)

There's a couple of parameters. I'd guess these two should suffice: 1) In the article hash: SenderType => 'agent', # agent|system|customer 2) also in the article hash: ArticleType => 'email-external', # email-external|email-internal|phone|fax|...
by RStraub
07 Jul 2017, 17:20
Forum: Allgemeines
Topic: Erweiterung CMDB-Suche
Replies: 6
Views: 170

Re: Erweiterung CMDB-Suche

Was ist denn dein Use-Case ? Ich hatte z.B. noch nie das Bedürfniss eine Volltextsuche nach einer IPAdresse über "Location", "Formate" u.ä. laufen zu lassen ;)
by RStraub
07 Jul 2017, 17:08
Forum: Allgemeines
Topic: Telefonnummern als Link
Replies: 3
Views: 122

Re: Telefonnummern als Link

Hoi nd0 :) Schau mal in die ~/Kernel/Config.pm Dort suchst du nach dem Eintrag $Self->{CustomerUser} = { ... Da drin ist dann ein Eintrag: Map => [ Langes Array ], DA drin suchst du die Zeile "UserPhone" und trägst in die vorletzte Spalte (die sollte nur zwei Anführungsstriche haben) ein: ...
by RStraub
07 Jul 2017, 12:06
Forum: Hilfe
Topic: [gelöst] Ticket Hook ändern
Replies: 4
Views: 134

Re: Ticket Hook ändern

Du könntest den alten Hook evtl. als "ExternalTicketNumberRecognition" (Syslog) eintragen.
by RStraub
04 Jul 2017, 14:41
Forum: Allgemeines
Topic: [Gelöst] OTRS mit Apache für alle im LAN erreichbar machen?
Replies: 10
Views: 184

Re: OTRS mit Apache für alle im LAN erreichbar machen?

Wenn du nicht auf die VM zugreifen kannst, wie konfigurierst du sie dann ;) ?

Ist das eine lokale VM die auf deinem Rechner läuft? Dann könnte es am Bridge-Modus deines Players liegen.
by RStraub
04 Jul 2017, 09:01
Forum: Help
Topic: Can I execute a command in Generic Agent on the set fields?
Replies: 8
Views: 791

Re: Can I execute a command in Generic Agent on the set fields?

Hey there :)

Please provide:
- The name of your package
- The path to your package
- The entry of the Generic Agent where you call this module

and as bonus, the apache/otrs log whilst you execute the GA.
by RStraub
30 Jun 2017, 13:48
Forum: Hilfe
Topic: Ansicht nach Queues zeigt nicht alle Queues in denen Ticktes sind
Replies: 4
Views: 296

Re: Ansicht nach Queues zeigt nicht alle Queues in denen Ticktes sind

Habt ihr SubQueues darunter? Die roten Queus sind so markiert weil man sie "ausklappen" kann.

EDIT: stimmt gar nicht, die rote Markierung scheint was mit der Eskalation zu tun zu haben. Trotzdem: seht ihr nach einem Klick auf die Queue noch weitere Sub-Queues ?
by RStraub
28 Jun 2017, 09:11
Forum: Hilfe
Topic: API + Login Kundenportal
Replies: 1
Views: 79

Re: API + Login Kundenportal

Es gibt keine API spezifisch für das Kundenportal. Es gibt eine generische Schnittstelle. Diese müsstest du zuerst in der Adminübersicht aktivieren und konfigurieren. Danach kannst du diese zwei Operationen nutzen: http://doc.otrs.com/doc/api/otrs/5.0/Perl/Kernel/GenericInterface/Operation/Ticket/Ti...
by RStraub
28 Jun 2017, 09:07
Forum: General
Topic: Dynamicfield Update
Replies: 5
Views: 1334

Re: Dynamicfield Update

My pleasure, glad it works :)
by RStraub
27 Jun 2017, 13:21
Forum: General
Topic: Executing bash script OTRS 5
Replies: 3
Views: 1209

Re: Executing bash script OTRS 5

Very welcome. In that script if you use "$1", the first parameter should hold the ticket id of the current processed ticket.
by RStraub
27 Jun 2017, 09:16
Forum: General
Topic: Dynamicfield Update
Replies: 5
Views: 1334

Re: Dynamicfield Update

Yes, you should provide the ID or the Name of the dynamic field, see here: http://doc.otrs.com/doc/api/otrs/5.0/Perl/Kernel/System/DynamicField.pm.html The value will be matched automatically to value_text (or whatever) depending on the provided config, see here: http://doc.otrs.com/doc/api/otrs/5.0...
by RStraub
26 Jun 2017, 17:22
Forum: General
Topic: Executing bash script OTRS 5
Replies: 3
Views: 1209

Re: Executing bash script OTRS 5

Hey there, that shouldn't be too hard. I just tested like so: 1) Create a file in /opt/otrs/otterhub_test.sh and write into it: #!/bin/bash touch /tmp/otterhub_test then make it executable. 2) Create a generic agent, filter on a hardcoded ticketnumber (just use one that exists, so that the GA actual...
by RStraub
23 Jun 2017, 14:46
Forum: General
Topic: Dynamicfield Update
Replies: 5
Views: 1334

Re: Dynamicfield Update

Please put code into Code tags. This is what I usually use in a loop: my $CurFieldConfig = $DynamicFieldObject->DynamicFieldGet( ID => $CurFieldID, Name => 'DynamicField', ); $Success = $DynamicFieldBackendObject->ValueSet( DynamicFieldConfig => $CurFieldConfig, ObjectID => $NewTicketID, Value => $N...
by RStraub
21 Jun 2017, 09:53
Forum: Hilfe
Topic: Kalander weiter als 15 Jahre zurück?
Replies: 2
Views: 91

Re: Kalander weiter als 15 Jahre zurück?

Was meinst du "beim klicken" ? Den Wert für den Eintritt müsstest du ja an einem Dynamischen Feld festlegen. Wenn du über die Admin Oberfläche das dynamische Feld konfigurierst, kannst du einstellen wieviele Jahre in der Zukunft/Vergangenheit die Werte liegen dürfen.
by RStraub
20 Jun 2017, 09:01
Forum: OTRS Developers
Topic: Attachments Download button on articles doesnt work
Replies: 2
Views: 151

Re: Attachments Download button on articles doesnt work

I don't know kix but this sounds like permissions that are set in the sysconfig. Try to find the frontend entry in the sysconfig and check the "group" entry what groups have permissions to use it.
by RStraub
19 Jun 2017, 16:09
Forum: General
Topic: Where do the Closed Tickets save in OTRS?
Replies: 9
Views: 1374

Re: Where do the Closed Tickets save in OTRS?

In what context? I would assume it's the index of the DB for faster lookup of ticket numbers/ids. You might wanna lookup b-trees for more information.
by RStraub
19 Jun 2017, 15:35
Forum: General
Topic: Where do the Closed Tickets save in OTRS?
Replies: 9
Views: 1374

Re: Where do the Closed Tickets save in OTRS?

Forever. They never vanish unless you delete or archive them.

That they "disappear" from the webfrontend is a simple filter that only lists open tickets so that the overviews won't get too cluttered.
by RStraub
13 Jun 2017, 09:05
Forum: Hilfe
Topic: OTRS 5.0.19 Performance
Replies: 2
Views: 165

Re: OTRS 5.0.19 Performance

Oi, das war aber auch ein glücklicher Treffer dann. Viel Erfolg weiterhin!
by RStraub
13 Jun 2017, 09:03
Forum: General
Topic: [SOLVED] Ticket search using date field works with before/after but not between
Replies: 7
Views: 1122

Re: Ticket search using date field works with before/after but not between

yes, I tried it with a dynamic field "date/time". But mine was for a ticket not an article.

Is yours setup as article-dynamic field ?
by RStraub
12 Jun 2017, 16:34
Forum: General
Topic: [SOLVED] Ticket search using date field works with before/after but not between
Replies: 7
Views: 1122

Re: Ticket search using date field works with before/after but not between

Which search are you using ? The one from the main navigation Ticket->Search?

I just tried the very same and it works as expected for me.

Do you have any other filters that might interfere with your result ? Do you have read-permissions to the queue?
by RStraub
12 Jun 2017, 10:03
Forum: Hilfe
Topic: Kein Zugriff auf OTRS Websseite
Replies: 5
Views: 173

Re: Kein Zugriff auf OTRS Websseite

Dann ist das dein erstes Problem :)

Zumindest der lokale root Zugriff sollte funktionieren... Such dir mal ein Tutorial im Internet um im "Safe-Modus" MySQL hochzufahren und Passwörter zurückzusetzen.
by RStraub
12 Jun 2017, 09:31
Forum: Hilfe
Topic: Kein Zugriff auf OTRS Websseite
Replies: 5
Views: 173

Re: Kein Zugriff auf OTRS Websseite

Die vorletzte Zeile gibt dir den Hinweis das etwas mit dem Datenkbankzugriff von OTRS nicht stimmt.

Kannst du manuell / lokal auf die DB zugreifen?
Also ungefähr so (bitte deine konfigurierten Werte einfügen):

Code: Select all

mysql -u OTRSUserName -D OTRSDB -p

und dann das vergebene Passwort eingeben.
by RStraub
12 Jun 2017, 09:17
Forum: Hilfe
Topic: Kein Zugriff auf OTRS Websseite
Replies: 5
Views: 173

Re: Kein Zugriff auf OTRS Websseite

Zeig mal die Apache Logs (error + access) während eines Zugriffs, bitte.

Siehst du die Apache Startseite wenn du die URL ohne "/otrs/ aufrufst?
by RStraub
09 Jun 2017, 10:53
Forum: Allgemeines
Topic: OTRS 5 Zeiteinheiten Anzeigen in der Suche/Queue View
Replies: 2
Views: 136

Re: OTRS 5 Zeiteinheiten Anzeigen in der Suche/Queue View

Das Perl Modul liest den Wert nicht aus. Wenn du den mitanzeigen willst müsstest du auch das perl modul anpassen. Da sollte es aber auch den einen oder anderen Thread zu geben.
by RStraub
06 Jun 2017, 08:01
Forum: Help
Topic: Dynamic Fields connection with Config Items
Replies: 2
Views: 127

Re: Dynamic Fields connection with Config Items

The cape-it has an addon for it. But I'd expect it to be inclduded in KIX.
by RStraub
02 Jun 2017, 14:09
Forum: Help
Topic: Process Management -> Dynamic Field as Ticket Title
Replies: 1
Views: 179

Re: Process Management -> Dynamic Field as Ticket Title

I think from OTRS 5 onward you can use smarttags here. You could try:

Code: Select all

<OTRS_TICKET_DynamicField_NameOfYourField>

or maybe

Code: Select all

<OTRS_TICKET_DynamicField_NameOfYourField_Value>
by RStraub
02 Jun 2017, 09:17
Forum: Help
Topic: Process management -> IF NOT condition
Replies: 5
Views: 284

Re: Process management -> IF NOT condition

In the transition you can select how you want to verfiy:
- String
- ValidationModule
- Regular Expression

It *should* suffice if you select "regular expression" and enter either of the strings provided to you.
by RStraub
01 Jun 2017, 11:37
Forum: Help
Topic: Process management -> IF NOT condition
Replies: 5
Views: 284

Re: Process management -> IF NOT condition

You could try to use a negative-lookahead regexp:

Code: Select all

^((?!.*(word1|word2)).*)$



which matches if neither word1 and word2 is used.

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