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by RStraub
27 Jun 2017, 13:21
Forum: General
Topic: Executing bash script OTRS 5
Replies: 3
Views: 56

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: 4
Views: 149

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: 56

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: 4
Views: 149

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: 71

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: 130

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: 250

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: 250

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: 135

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: 255

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: 255

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: 114

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: 114

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: 114

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: 100

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: 101

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: 127

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: 209

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: 209

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.
by RStraub
30 May 2017, 14:47
Forum: Help
Topic: OTRS slow
Replies: 3
Views: 132

Re: OTRS slow

Slow on creating ticket is most likely a DNS or MX-check issue. I think you can disable the MX checking in the syslog. Changing things in the SysLog is very slow - that's true. OTRS does rebuild its "running config" for each reloading page and additonally might clear the cache. I'm lacking...
by RStraub
30 May 2017, 11:07
Forum: Hilfe
Topic: Queueberechtigung Bearbeiter/Verantwortlicher
Replies: 6
Views: 162

Re: Queueberechtigung Bearbeiter/Verantwortlicher

Das sollte gut über ACLs möglich sein.
by RStraub
30 May 2017, 10:15
Forum: General
Topic: Expanding Menu "Tickets"
Replies: 3
Views: 196

Re: Expanding Menu "Tickets"

Are you making sure you are using different priorities for each entry? I haven't seen a hard limit yet, but maybe I looked at the wrong place ;)
by RStraub
29 May 2017, 13:19
Forum: General
Topic: adding additional fields to a outbound email ticket
Replies: 1
Views: 156

Re: adding additional fields to a outbound email ticket

There's an entry for dynamic fields in the sysconfig:
Ticket -> Frontend::Agent::Ticket::ViewEmailNew -> Ticket::Frontend::AgentTicketEmail###DynamicField
by RStraub
29 May 2017, 13:18
Forum: General
Topic: adding a new top menu item
Replies: 1
Views: 154

Re: adding a new top menu item

Create a new file here: ~otrs/Kernel/Config/Files/ e.g. Tasks.xml and put into it: <otrs_config version="1.0" init="Framework"> <ConfigItem Name="Frontend::Module###Tasks" Required="0" Valid="1"> <Description Translatable="1">Frontend modul...
by RStraub
29 May 2017, 07:42
Forum: Help
Topic: [SOLVED] Process behaving different when transition is triggered by postmaster filter
Replies: 4
Views: 238

Re: [SOLVED] Process behaving different when transition is triggered by postmaster filter

That's weird. I would have expcted that "activating" a changed process should take care of all caching...
by RStraub
26 May 2017, 11:41
Forum: Help
Topic: User is able to access admin user tickets module using the URL of a Admin user
Replies: 10
Views: 500

Re: User is able to access admin user tickets module using the URL of a Admin user

Well yes, but that's intended ?

The Session in the URL is a fallback if the cookie cannot be read/set properly. If you then copy the session to a new window/browser you of course keep the session.

What would you guys expect?
by RStraub
24 May 2017, 10:45
Forum: Hilfe
Topic: Reguläre Ausdrücke für dynamische Felder
Replies: 2
Views: 122

Re: Reguläre Ausdrücke für dynamische Felder

Ich tippe fast darauf dass OTRS nicht auf "Anfang" und "Ende" prüft.

Probier mal:

Code: Select all

^[0-9]{3}$
by RStraub
23 May 2017, 08:39
Forum: OTRS Developers
Topic: Help with ACL
Replies: 4
Views: 256

Re: Help with ACL

Hey there, this is how it works: PossibleNot --> Only these values CANNOT be selected (Blacklist) Possible --> Only these values CAN be selected (Whitelist) PossibleAdd --> Requires a previous ACL (they are executed alphabetically). Will then ADD more values that CAN be selected. If you want to use ...
by RStraub
19 May 2017, 16:48
Forum: Hilfe
Topic: Tickets verschieben + automatisch schließen
Replies: 1
Views: 149

Re: Tickets verschieben + automatisch schließen

Huhu,

das müsste mit einem GenericAgent gut klappen, der lauscht auf das Event QueueUpdate, filtert auf die entsprechende Queue und schließt das Ticket.
by RStraub
19 May 2017, 15:41
Forum: Allgemeines
Topic: OTRS Update von Version 5.0.15 zu 5.0.19
Replies: 3
Views: 240

Re: OTRS Update von Version 5.0.15 zu 5.0.19

Huhu,

die einzelnen Schritte stehen im Manual. Wo bleibst du denn hängen ?
by RStraub
19 May 2017, 08:07
Forum: Help
Topic: [Solved]/otrs/installer.pl was not found
Replies: 4
Views: 204

Re: /otrs.installer.pl was not found

Also take a look at the apache error / access log if they tell you something.
by RStraub
17 May 2017, 08:28
Forum: Help
Topic: custom print
Replies: 19
Views: 431

Re: custom print

No sorry - don't have KIX. You could check if the files I mentioned are also in the folder KIX4OTRS/[ SamePathStructure ] and change them there.
by RStraub
16 May 2017, 16:44
Forum: Help
Topic: custom print
Replies: 19
Views: 431

Re: custom print

Oh, that might be. I think KIX adds alot of new templates that "overwrite" the default (or even custom) ones.
by RStraub
15 May 2017, 11:50
Forum: Help
Topic: custom print
Replies: 19
Views: 431

Re: custom print

That is weird, because I tested it on my server and it works there :/
by RStraub
12 May 2017, 10:10
Forum: Help
Topic: custom print
Replies: 19
Views: 431

Re: custom print

For the customer frontend as described in my previous post you need: 1) Modified "Kernel/Modules/CustomerTicketZoom.pm", where you add this block below the existing "print" block: $LayoutObject->Block( Name => 'Print2', Data => \%Param, ); 2) Modified "Kernel/Output/HTML/Tem...
by RStraub
12 May 2017, 09:42
Forum: Help
Topic: [SOLVED] ACL for Dynamic Fields
Replies: 5
Views: 197

Re: ACL for Dynamic Fields

You cannot hide dynamic fields with ACLs, only restrict values.
To hide fields you'll need javascript in the templates (or an addon that does that for you).
by RStraub
12 May 2017, 09:03
Forum: Help
Topic: custom print
Replies: 19
Views: 431

Re: custom print

Where do you fail? On the agent interface or on the customer interface?

Are there errors in the log?
by RStraub
12 May 2017, 08:29
Forum: Help
Topic: custom print
Replies: 19
Views: 431

Re: custom print

Slightly different from what I see. Take a look into AgentTicketZoom, where you will find this block: # check if print link should be shown if ( $ConfigObject->Get('Frontend::Module')->{AgentTicketPrint} && $AclActionLookup{AgentTicketPrint} ) { my $OK = $TicketObject->TicketPermission( Type...
by RStraub
11 May 2017, 09:37
Forum: Hilfe
Topic: geschlossenes Ticket wird durch Benachrichtigung wieder geöffnet
Replies: 6
Views: 242

Re: geschlossenes Ticket wird durch Benachrichtigung wieder geöffnet

Du könntest einen Postmasterfilter auf diese Adresse filtern lassen und dann... tja..

Das Ticket schließen? Die Mail ignorieren?
by RStraub
11 May 2017, 09:20
Forum: Hilfe
Topic: geschlossenes Ticket wird durch Benachrichtigung wieder geöffnet
Replies: 6
Views: 242

Re: geschlossenes Ticket wird durch Benachrichtigung wieder geöffnet

Du kannst in den Queueeinstellungen definieren was passieren soll mit Mails auf geschlossene Tickets.

So kannst du etwa einstellen dass es wiedereröffnet wird, oder aber auch das ein neues Ticket erstellt wird.
by RStraub
11 May 2017, 09:18
Forum: Help
Topic: Change Management - Conditions not working
Replies: 2
Views: 169

Re: Change Management - Conditions not working

Hey there, this is something I stumbled over as well. Please take a look at this state machine: http://doc.otrs.com/doc/manual/itsm/stable/en/html/ch08s05.html#change_state_machine You cannot jump from one state to another, if there is no edge between them. You need to follow a valid path. If you se...
by RStraub
10 May 2017, 15:07
Forum: OTRS Developers
Topic: [SOLVED] Generic Agent: Execute Custom Module Parameters
Replies: 3
Views: 178

Re: [SOLVED] Generic Agent: Execute Custom Module Parameters

Oh right, probably because a generic agent usually updates tickets, thus holds the parameters that are to be set in the "New" hash.

Glad it works now :)
by RStraub
10 May 2017, 13:42
Forum: OTRS Developers
Topic: [SOLVED] Generic Agent: Execute Custom Module Parameters
Replies: 3
Views: 178

Re: Generic Agent: Execute Custom Module Parameters

Hey there, a) you are missing a closing "}" on the last line :) b) Try accessing $Param{Data}->{SomeValue} If you are unsure what is written in a variable, use this dumper block (needs a ref to a variable as parameter): use Data::Dumper; my $message = Dumper(\%Param); $Kernel::OM->Get('Ker...
by RStraub
10 May 2017, 08:07
Forum: General
Topic: Add dynamic field.
Replies: 1
Views: 135

Re: Add dynamic field.

See my answer here:
viewtopic.php?f=62&t=35087

If you want a completly new button you need to modify files. If you "only" want to extend an existing button, you can do it via sysconfig.
by RStraub
10 May 2017, 08:06
Forum: Help
Topic: New button error
Replies: 5
Views: 243

Re: Dynamic filed in ticketviewzoom toolbar

If you want a completly new button you need to modify files. If you "only" want to extend an existing button, you can do it via sysconfig.
by RStraub
08 May 2017, 12:51
Forum: Help
Topic: custom print
Replies: 19
Views: 431

Re: custom print

You are right. I assumed the customer frontend is built similar to the agent one. But the print button is hardcoded. Take a look here: https://github.com/OTRS/otrs/blob/master/Kernel/Modules/CustomerTicketZoom.pm#L1481 You'd need to copy that block a second time, e.g.: # print option if ( $ConfigObj...
by RStraub
08 May 2017, 10:13
Forum: Help
Topic: Ticket.pm modification Issue.
Replies: 2
Views: 158

Re: Ticket.pm modification Issue.

Are there errors in the log?

Also the syntax "$Self->{QueueObject}" seems old to me, what version are you using?
by RStraub
05 May 2017, 13:19
Forum: Help
Topic: New installation on Centos 7 - Permission Denied everywhere
Replies: 3
Views: 191

Re: New installation on Centos 7 - Permission Denied everywhere

Check file permissions - there should be even a script for it.

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