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by nedmaj
21 Mar 2017, 19:43
Forum: Help
Topic: Parallel TicketCreate TransitionAction in Process Management
Replies: 14
Views: 228

Re: Parallel TicketCreate TransitionAction in Process Management

Sure. Use RegEx:

NUSoftware => Vision|CBORD|ACM
by nedmaj
21 Mar 2017, 18:38
Forum: Help
Topic: tracking ticket
Replies: 2
Views: 62

Re: tracking ticket

What kind of subscriber? An agent user or a customer user?
by nedmaj
21 Mar 2017, 18:36
Forum: Help
Topic: Parallel TicketCreate TransitionAction in Process Management
Replies: 14
Views: 228

Re: Parallel TicketCreate TransitionAction in Process Management

Ok. OTRS only executes one transition, even if others are true. So you have to consider all the possibilities when planning your conditions. Imagine you have 3 types of tickets: Transition A => Creates type 1 Transition B => Creates type 1 and 2 Transition C => Creates type 1 and 3 Transition D => C...
by nedmaj
21 Mar 2017, 13:37
Forum: Help
Topic: Parallel TicketCreate TransitionAction in Process Management
Replies: 14
Views: 228

Re: Parallel TicketCreate TransitionAction in Process Management

Sorry I don't have the time to read that whole file. Could you post a printscreen of the transition?
by nedmaj
21 Mar 2017, 03:25
Forum: General
Topic: Adding custom changes to User.pm
Replies: 8
Views: 162

Re: Adding custom changes to User.pm

Thanks for the quick reply! So, I copied /opt/otrs/Kernel/System/User.pm to /opt/otrs/Kernel/Config/Files/CustomUser.pm which is fine. I have made the changes I need to in /opt/otrs/Kernel/Config/Files/CustomUser.pm, however I get a lot of "Subroutine redefined at xxxxxx" in the apache er...
by nedmaj
17 Mar 2017, 21:49
Forum: Help
Topic: Parallel TicketCreate TransitionAction in Process Management
Replies: 14
Views: 228

Re: Parallel TicketCreate TransitionAction in Process Management

Could you post your transitions?
by nedmaj
17 Mar 2017, 15:05
Forum: Help
Topic: Create new ticket type
Replies: 6
Views: 138

Re: Create new ticket type

I think what you need is a pending status (already available), not a new ticket type (tickets types are not meant for that). To stop SLA clock for a ticket while pending, you have to install a add on from Znuny called Znuny4OTRS-EscalationSuspend. Install the repo add on first, and then that other a...
by nedmaj
16 Mar 2017, 19:12
Forum: Help
Topic: Ticket with deadline
Replies: 3
Views: 110

Re: Ticket with deadline

I would suggest use the Calendar.
by nedmaj
16 Mar 2017, 16:10
Forum: General
Topic: Transition Action Pull Manager field from Customer User
Replies: 6
Views: 151

Re: Transition Action Pull Manager field from Customer User

Hi 5of5, First of all, forget item 3. You don't need that anyway. This tag doesn't work in this context. It was meant to the notifications context. Second, forget item 2. You won't be able to show the DynamicField_GlobalTestManager value that way. Instead, try to customize something to show that ext...
by nedmaj
16 Mar 2017, 15:09
Forum: General
Topic: Template for customers new ticket
Replies: 3
Views: 68

Re: Template for customers new ticket

Sure. Since you already use version 3.3, you are not too far from version 5:

http://doc.otrs.com/doc/manual/admin/4. ... ading.html

http://doc.otrs.com/doc/manual/admin/st ... ading.html
by nedmaj
15 Mar 2017, 16:03
Forum: Help
Topic: Moving known users (in the database) to a separate queue
Replies: 3
Views: 67

Re: Moving known users (in the database) to a separate queue

Hi,

I don't know what you mean, because users don't belong to a queue, tickets do.

To create a postmaster filter you should access option Admin > Postmaster Filters.
by nedmaj
15 Mar 2017, 15:58
Forum: General
Topic: Restrict CustomerTicketSearch to only MyTickets
Replies: 4
Views: 88

Re: Restrict CustomerTicketSearch to only MyTickets

Hi,

I have some ideas about doing so in version 4 or 5.

I would suggest upgrade your OTRS version.
by nedmaj
15 Mar 2017, 15:56
Forum: General
Topic: Template for customers new ticket
Replies: 3
Views: 68

Re: Template for customers new ticket

Hi,

I would suggest upgrade your OTRS version before asking such a question.
by nedmaj
15 Mar 2017, 15:53
Forum: Help
Topic: Push otrs webservice tickets to other machine
Replies: 5
Views: 85

Re: Push otrs webservice tickets to other machine

Don't know if I understood your question... :(

I think you need to install another OTRS instance in another machine (but same database), and point all your consumers to it.

Although I've never done such a thing.
by nedmaj
10 Mar 2017, 23:16
Forum: General
Topic: Transition Action Pull Manager field from Customer User
Replies: 6
Views: 151

Re: Transition Action Pull Manager field from Customer User

Please take a look at Ticket -> Core::Ticket DynamicFieldFromCustomerUser::Mapping and Ticket::EventModulePost###950-DynamicFieldFromCustomerUser.

I think that can be of help.
by nedmaj
10 Mar 2017, 23:10
Forum: General
Topic: Auto link a CI to a ticket
Replies: 4
Views: 125

Re: Auto link a CI to a ticket

Hi,

The automatic link is not the default. After install package DynamicField-ITSMConfigItem you should turn on the automatic link.
by nedmaj
08 Mar 2017, 18:52
Forum: Help
Topic: Sub queues
Replies: 5
Views: 150

Re: Sub queues

Basicly what I'm trying to say is I need to "mark" department(queue) when I create ticket and mark project there under (subqueue?) or is it better to just create a dynamic fields for all that? Then I need to be able to search for these field, based on project and department. hope you unde...
by nedmaj
08 Mar 2017, 18:33
Forum: Help
Topic: Correct way to change the Favorite/Shortcut Icon
Replies: 13
Views: 217

Re: Correct way to change the Favorite/Shortcut Icon

If you edit a copy of your files inside /opt/otrs/Custom/.../Templates/Standard you don't need to create a theme.

Have you checked if the theme name (path Templates/ThemeName) is the same name you set up at Framework > Core (DefautTheme)?
by nedmaj
08 Mar 2017, 15:13
Forum: Help
Topic: Sub queues
Replies: 5
Views: 150

Re: Sub queues

I have 13 queues that I need to create, under each of those queue I need to create 22 subqueues. That is 299 queue :) that is too much. do you have any other ideas how i can mark tasks instead of creating all thoses sub queues? What you mean when you say "mark tasks"? Could you explain a ...
by nedmaj
08 Mar 2017, 15:11
Forum: Help
Topic: Don't send TicketOwnerUpdate Notification for a queue
Replies: 5
Views: 111

Re: Don't send TicketOwnerUpdate Notification for a queue

With the lastest version (version 4 also works) you no longer need an extra notification to customize its message. You could customize the default notification.
by nedmaj
08 Mar 2017, 15:03
Forum: Help
Topic: Correct way to change the Favorite/Shortcut Icon
Replies: 13
Views: 217

Re: Correct way to change the Favorite/Shortcut Icon

No, I think.

You img path looks just fine. It's your HTMLHead.tt path that is wrong. Try /opt/otrs/Custom/Kernel/Output/HTML/Templates/... instead.
by nedmaj
07 Mar 2017, 22:26
Forum: Help
Topic: config.pm
Replies: 2
Views: 108

Re: config.pm

Sure. Yoy may use bin/otrs.CryptPassword.pl
by nedmaj
07 Mar 2017, 21:54
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

Hi guys, Found the problem. I was trying to sync an attribute that doesn't exists: Suspicious log error: [Fri Mar 3 09:50:25 2017] -e: Use of uninitialized value $SyncUser{"UserPhone"} in string eq at /opt/otrs/Custom/Kernel/System/Auth/Sync/LDAP.pm line 336. From Config.pm: $Self->{'AuthS...
by nedmaj
24 Feb 2017, 20:51
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

Posted another bug, this time related to the user cache. Looks like every time a agent logins the user cache is beeing deleted.

https://bugs.otrs.org/show_bug.cgi?id=12648

:?
by nedmaj
24 Feb 2017, 15:04
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

Too bad. OTRS denied the bug.

:(
by nedmaj
23 Feb 2017, 18:17
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

Got it!

Commented the code above. Problem solved!

I'll post a bug to OTRS AG.

:)
by nedmaj
23 Feb 2017, 18:07
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

Oh my g... Just found a nasty piece of code. See below: Kernel::System::Group::PermissionUserRoleGet Line: 1890-1895 # get valid user list my %UserList = $Kernel::OM->Get('Kernel::System::User')->UserList( Type => 'Short', ); return if !$UserList{ $Param{UserID} }; Every time PermissionUserRoleGet i...
by nedmaj
23 Feb 2017, 17:50
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

I forced an exception in GetUserData to see the stack trace. For some reason, OTRS is looping through all the agents. I still have to dig a little deeper. Traceback (106370): Module: Kernel::System::User::GetUserData Line: 113 Module: Kernel::System::User::UserList Line: 1133 Module: Kernel::System:...
by nedmaj
23 Feb 2017, 15:40
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

There is a "for" loop calling "GetUserData" but the execution doesn't get into it.
by nedmaj
23 Feb 2017, 14:57
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

And this only happens with LDAP users. When I login with a local user (DB), the queries above are executed only one time.
by nedmaj
23 Feb 2017, 14:54
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

Something is wrong. Don't know why, but each login is executing the queries below several times: SELECT id, login, title, first_name, last_name, pw, valid_id, create_time, change_time FROM users WHERE id = ? SELECT preferences_key, preferences_value FROM user_preferences WHERE user_id = ?
by nedmaj
23 Feb 2017, 14:01
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

root wrote:Any possibility to log on the database side?


Sure. I'll request a trace. Meanwhile, I'm debugging InterfaceAgent.pm.
by nedmaj
22 Feb 2017, 21:51
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

Some of the statement are generated, but you could add tome debug output in Kernel/System/DB.pm around the 'sub Do'. Anyway I've did more than one migration, even with Oracle, but this behavior is unknown to me :-/ Did it. But the sub Do only hands inserts, updates and deletes. I implemented a log ...
by nedmaj
22 Feb 2017, 21:06
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

Well, to make sure that the dashboard is not involved try for the SysConfig setting Frontend::CommonParam###Action AgentTicketQueue instead of AgentDashboard. Just did it. The slowness remains. Do you know which module is responsable for the login execution? I'm thinking about extract all the datab...
by nedmaj
22 Feb 2017, 20:46
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

Just did it and it shows nothing during the time lapse. Look: Feb 22 15:42:34 impala OTRS-CGI-6[23849]: [Notice][Kernel::System::Auth::Sync::LDAP::Sync] User: P_7029 not in GroupDN='cn=itsm-sotic-seuso,ou=Times,ou=ITSM,ou=Usuarios,dc=redecamara,dc=camara,dc=gov,dc=br', Filter='(member=CN=P_7029,OU=F...
by nedmaj
22 Feb 2017, 20:34
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

Definitely, I don't think it's a LDAP issue.

During the login process the cpu raises a little. So I thing there's something going on in OTRS itself. Maybe something like 'look all the agent tickets' or so.
by nedmaj
22 Feb 2017, 20:27
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

Wow, awesome checklist. But let's go ahead. Do you use role/group sync? Did you used the same DC for the LDAP test form the command line which you use in the configuration? Disabled all the group sync definitions, but one. The slowness remains. It takes actually 16 seconds. Before the migration, ev...
by nedmaj
22 Feb 2017, 20:15
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

Re: Migrated to OTRS 5s, now agent login is too slow

root wrote:Wow, awesome checklist. But let's go ahead. Do you use role/group sync? Did you used the same DC for the LDAP test form the command line which you use in the configuration?


Hi,

Thanks for the aswer!

Yes, I do use group sync. And yes, I used the same DC for the LDAP test.
by nedmaj
22 Feb 2017, 19:36
Forum: Help
Topic: [SOLVED] Migrated to OTRS 5s, now agent login is too slow
Replies: 24
Views: 334

[SOLVED] Migrated to OTRS 5s, now agent login is too slow

Hi guys! I've just migrated a test environment from OTRS 4.0.15 to 5.0.15. After solving all major issues, I've noticed the agent login is taking to long. Before it was 2 seconds, now it takes almost 10 seconds! Curiosly, the root user login is almost instantaneous. Also created a local agent user, ...
by nedmaj
22 Feb 2017, 14:45
Forum: Help
Topic: OTRS 5 LDAP Agent Auth Problem
Replies: 14
Views: 661

Re: OTRS 5 LDAP Agent Auth Problem

kmast,

Please, how did you fix it?
by nedmaj
26 Jan 2017, 21:16
Forum: General
Topic: Stop Time of Ticket counting - SLA
Replies: 11
Views: 601

Re: Stop Time of Ticket counting - SLA

Try Znuny Escalation Suspend add-on. It's free and already ported to OTRS version 5.
by nedmaj
21 Oct 2016, 17:40
Forum: Geral
Topic: Caso de sucesso: Câmara dos Deputados do Brasil adota OTRS
Replies: 1
Views: 298

Caso de sucesso: Câmara dos Deputados do Brasil adota OTRS

Prezados, Venho divulgar que a Central de Atendimento de Informática da Câmara dos Deputados, desde julho deste ano, utiliza o OTRS para o gerenciamento de chamados. A migração do processo de gerenciamento de incidentes, do BDGC e do Catálogo de Serviços levou menos de 6 meses. Estamos também em via...
by nedmaj
14 Sep 2016, 20:45
Forum: General
Topic: New Agent Note no longer appearing in notification emails...
Replies: 2
Views: 303

Re: New Agent Note no longer appearing in notification emails...

Also interested. Seems <OTRS_AGENT_BODY> is no longer working.
by nedmaj
24 May 2016, 18:57
Forum: Help
Topic: [SOLVED] Events Ticket Calendar not working
Replies: 12
Views: 4224

Re: [SOLVED] Events Ticket Calendar not working

Hi everyone, Did anyone reported this bug? I'm using version 4.0.15 and still have the same problem. ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue May 24 13:52:22 2016 Message: The value for the field Date is in the past! The date needs to be in the future! RemoteAddress: 10.41.4.134 RequestUR...
by nedmaj
11 May 2016, 23:03
Forum: Help
Topic: ImportExport don't work with UTF-8 char
Replies: 2
Views: 192

Re: ImportExport don't work with UTF-8 char

I've got the same problem.
by nedmaj
11 Feb 2016, 15:48
Forum: General
Topic: Process Tickets Forms
Replies: 4
Views: 1744

Re: Process Tickets Forms

Hi Crythias,

Thanks for the hints! :)

I'm wondering if it's possible to make OTRS automatically open the next form (activity dialog) without have to click on its link -- assuming the next activity has only one activity dialog.
by nedmaj
03 Feb 2016, 14:04
Forum: General
Topic: import duplicates configuration items
Replies: 3
Views: 604

Re: import duplicates configuration items

I got the same problem here. ImportExport is duplicating some files.

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