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by nedmaj
08 Dec 2017, 20:26
Forum: Help
Topic: Export - Import CMDB items (update instead creating new one)
Replies: 1
Views: 141

Re: Export - Import CMDB items (update instead creating new one)

Hi,

Don't worry. You should just edit your import/export template and choose a field with unique values to act as an identification. Maybe the name field.
by nedmaj
08 Dec 2017, 20:16
Forum: Help
Topic: Set Customer in new Note Window
Replies: 1
Views: 118

Re: Set Customer in new Note Window

Hi,

Don't you think is strange to receive a call and do not identify who is on the phone?

Anyway, I didn't find any configuration to show the customer field in the note form. Neither is possible to show the article field in the customer form.

Maybe with some coding...
by nedmaj
08 Dec 2017, 20:04
Forum: Help
Topic: How to hide some agents accounts in the possibility to choose a new owner in the ticket with ACL.
Replies: 2
Views: 158

Re: How to hide some agents accounts in the possibility to choose a new owner in the ticket with ACL.

I think you should use 'NewOwner' instead of 'Owner'. At least is what I understand from the doc below:

http://doc.otrs.com/doc/manual/admin/5. ... n.html#acl

Have you tried that already?
by nedmaj
16 Nov 2017, 14:33
Forum: General
Topic: How does multiple customer backends work?
Replies: 1
Views: 4280

How does multiple customer backends work?

Hi guys, Does anyone know how does multiple customer backends work? Let's suppose I have two backends. Will OTRS search for the customer in the first backend and, not finding, in the second? Or will OTRS search always in both of them? Suppose I have the same customer in both backends. In the first b...
by nedmaj
26 Oct 2017, 18:21
Forum: General
Topic: How find queue that Resolved a ticket?
Replies: 1
Views: 12024

Re: How find queue that Resolved a ticket?

Hi,

Have a look at ticket history table. I think the event you are looking for is StateUpdate.
by nedmaj
26 Oct 2017, 18:19
Forum: General
Topic: Quick answer
Replies: 2
Views: 16542

Re: Quick answer

Sure!

All you have to do is create a template and associate the desired queues.
by nedmaj
26 Oct 2017, 18:16
Forum: General
Topic: 500 Internal Server Error At CI Creation
Replies: 5
Views: 10947

Re: 500 Internal Server Error At CI Creation

Hi,

That message is saying you are trying to import a field value that doesn't exist in your General Catalog, or maybe a required field with no value at all.

Verify the data you are trying to import, you CI class definition and compare it to you catalog.
by nedmaj
26 Oct 2017, 18:09
Forum: General
Topic: OTRS 5 on a shared Host
Replies: 2
Views: 9044

Re: OTRS 5 on a shared Host

Hi,

Post your Apache log files here would be useful.
by nedmaj
16 Oct 2017, 20:51
Forum: General
Topic: [SOLVED] Sharing Check_MK plugin for OTRS tasks monitoring using Nagios
Replies: 0
Views: 9087

[SOLVED] Sharing Check_MK plugin for OTRS tasks monitoring using Nagios

Published in Check_MK Exchange:

http://mathias-kettner.com/check_mk_exc ... ry-1.0.mkp

Thanks to phsmith (a terrific sysadmin I have the privilege to work with)

Code available in:

https://github.com/phsmith

Monitor your OTRS and Keep Calm
by nedmaj
10 Oct 2017, 21:21
Forum: General
Topic: [SOLVED] Does OTRS works with Oracle CURSOR_SHARING=FORCE?
Replies: 1
Views: 9060

[SOLVED] Does OTRS works with Oracle CURSOR_SHARING=FORCE?

Hi guys, My DBA said OTRS Oracle database is consuming too much shared memory. He told me OTRS queries is using a lot of literals instead of bind variables. So he proposed set "CURSOR_SHARING=FORCE". After research a little I found some articles saying that is a horrible thing that could c...
by nedmaj
05 Oct 2017, 15:06
Forum: Help
Topic: Customer user is able to login without an email
Replies: 4
Views: 293

Re: Customer user is able to login without an email

reneeb wrote:Did you try to set the "AlwaysFilter"?

Code: Select all

$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(mail=*)';


No, I didn't. But looks like a good idea.
by nedmaj
05 Oct 2017, 15:06
Forum: Help
Topic: Customer user is able to login without an email
Replies: 4
Views: 293

Re: Customer user is able to login without an email

Hi root, This part: Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ '...
by nedmaj
04 Oct 2017, 21:43
Forum: Help
Topic: Customer user is able to login without an email
Replies: 4
Views: 293

Customer user is able to login without an email

Hi guys, My "Config.pm" says "Login, Email and CustomerID are mandatory". Before upgrading to version 5, my users couldn't login without an email (I'm using LDAP backend). It's been 4 months since I upgraded to version 5, and only now I've noticed users without an email could log...
by nedmaj
26 Sep 2017, 21:27
Forum: General
Topic: [SOLVED] Does OTRS works with Apache MPM worker?
Replies: 2
Views: 7784

Re: Does OTRS works with Apache MPM worker?

Thanks, jojo!

I've realized that prefork parameters ServerLimit and MaxClients values were too high with no need. After define new values the memory problem was solved without compromise the overall performance.
by nedmaj
26 Sep 2017, 15:40
Forum: General
Topic: [SOLVED] Does OTRS works with Apache MPM worker?
Replies: 2
Views: 7784

[SOLVED] Does OTRS works with Apache MPM worker?

Hi, My OTRS server is running out of memory. I want to give "Apache MPM worker" a try (instead of "MPM prefork", which I think is the default), since it consumes much less memory. But I don't know if OTRS is thread safe. Does anybody knows if it's safe to use OTRS with "MPM ...
by nedmaj
11 Sep 2017, 18:54
Forum: General
Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
Replies: 4
Views: 10133

Re: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL

Uploading a new file set, with new cubes, dimensions and measures.
by nedmaj
24 Aug 2017, 23:39
Forum: Help
Topic: CMDB Locks up
Replies: 8
Views: 521

Re: CMDB Locks up

Sorry. I though it was another similar error:

https://bugs.otrs.org/show_bug.cgi?id=12386
by nedmaj
24 Aug 2017, 23:19
Forum: Help
Topic: CMDB Locks up
Replies: 8
Views: 521

Re: CMDB Locks up

Hello, We just upgraded from 4.0.4 (I know we were way behind) to 5.0.22. When going into to CMDB and clicking on it I get the drop down menu. I can select overview and see all my assets. I can click on one of my assets but then if I want to edit it, I click edit and it doesn't do anything. I can't...
by nedmaj
23 Aug 2017, 19:41
Forum: General
Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
Replies: 4
Views: 10133

Re: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL

Uploading a new file set. Sorry it's all defined in portuguese (because of my client), but I think it's easy to translate.
by nedmaj
15 Aug 2017, 18:30
Forum: General
Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
Replies: 4
Views: 10133

Re: Sharing Pentaho transformation files for OTRS DW

Uploading a new file set. Now with the cube designed using Schema Workbench (Mondrian).
by nedmaj
11 Aug 2017, 15:52
Forum: Help
Topic: [SOLVED] How to define a ticket notification filter using a DynamicField-ITSMConfigItem field value?
Replies: 3
Views: 357

Re: Ticket notifications - How to define a ticket filter using a DynamicField-ITSMConfigItem?

I've just realized Cape-it delivered the package without notification filter support (what hapened, Cape-it?). Luckly, I was abble to restore notification filter support using some code from the previous module ITSMConfigItemReference.pm (attached here). Hope it can help someone else trying to defin...
by nedmaj
07 Aug 2017, 23:01
Forum: General
Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
Replies: 4
Views: 10133

Re: Sharing Pentaho transformation files for OTRS DW

Uploading a new file. Now with the job definition and using JNDI.
by nedmaj
07 Aug 2017, 21:02
Forum: Help
Topic: [SOLVED] How to define a ticket notification filter using a DynamicField-ITSMConfigItem field value?
Replies: 3
Views: 357

[SOLVED] How to define a ticket notification filter using a DynamicField-ITSMConfigItem field value?

Hi guys, I use DynamicFieldITSMConfigItem add-on from Cape-it (version 5.0.9). In a ticket notification, I'm trying to filter tickets using a dynamic field of type ITSMConfigItem. Under Edit Notification form, the field has no autocomplete. Also the form accept no value no matter what I try to set a...
by nedmaj
03 Aug 2017, 22:07
Forum: General
Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
Replies: 4
Views: 10133

[SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL

Hi guys,

I just would like to share the KTR files for a OTRS DW I'm working on. This is an on going work.

Staging and OLAP database using PostgreSQL.

Hope share the cube definitions soon.
by nedmaj
01 Jun 2017, 18:42
Forum: Help
Topic: Process management -> IF NOT condition
Replies: 5
Views: 597

Re: Process management -> IF NOT condition

Or maybe:

Code: Select all

^(?!word1|word2).*$
by nedmaj
31 May 2017, 15:42
Forum: General
Topic: [SOLVED] Send an e-mail without create an article
Replies: 2
Views: 436

Re: Send an e-mail without create an article

Thank you jojo,

Maybe I could use the add on (made by Cape-IT) to delete the article after sending the e-mail.
by nedmaj
30 May 2017, 17:49
Forum: General
Topic: [SOLVED] Send an e-mail without create an article
Replies: 2
Views: 436

[SOLVED] Send an e-mail without create an article

Good day everyone! I got a situation where an agent in a certain queue should send some passwords and a message to a customer. There is already a template which easies that. But the article is saved in the ticket and so the passwords. So any agent with read permissions could get access to the custom...
by nedmaj
29 May 2017, 16:41
Forum: Help
Topic: [SOLVED] Process behaving different when transition is triggered by postmaster filter
Replies: 4
Views: 595

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

I would have expected that too. But that was not the case. Maybe some bug worth reporting?
by nedmaj
26 May 2017, 20:43
Forum: Help
Topic: [SOLVED] Process behaving different when transition is triggered by postmaster filter
Replies: 4
Views: 595

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

Hi guys,

I've just found out what was going on. Postmaster is handled by the Daemon, who creates a in memory copy of the process (maybe it does a copy of other definitions as well). So we need to restart Daemon everytime process definition is changed. That solved the problem.

Best regards!

:D
by nedmaj
25 May 2017, 23:29
Forum: Help
Topic: [SOLVED] Process behaving different when transition is triggered by postmaster filter
Replies: 4
Views: 595

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

Hi guys, I got a problem with a process behaving differently when transition is triggered by postmaster filter. I've got an activity with three transitions. Each one moves (transition action) the ticket to a specific queue. Both transitions are triggered by ticket approval and depending on some othe...
by nedmaj
17 May 2017, 16:04
Forum: Help
Topic: Problem: Performance on OTRS
Replies: 3
Views: 423

Re: Problem: Performance on OTRS

Hi, We use OTRS 5.0.17 and it's very fast. StaticDB is recommended (refer to the Performance Tuning Guide in OTRS docs; I suggest you follow all the recommendations). Also, it looks like you are out of memory. I suggest you to increase your RAM to 16GB (you will need it in order to follow the tmpfs ...
by nedmaj
09 May 2017, 22:15
Forum: General
Topic: ERROR MailAccountFetch-53
Replies: 6
Views: 619

Re: ERROR MailAccountFetch-53

Yes, I've seen that I have a large email inbox, but I can not remove it. I would just like to disable this notification. "Another question" Can I increase tolerance for larger emails like this? Thanks for listening!! :) I think this kind of notification is a new feature of OTRS 5. OTRS 4 ...
by nedmaj
09 May 2017, 22:09
Forum: General
Topic: Deleting all tickets out of the misc queue?
Replies: 2
Views: 381

Re: Deleting all tickets out of the misc queue?

Hi,

Remember to clean table survey_request, looking for deleted tickets, if you are using Survey package.
by nedmaj
09 May 2017, 22:07
Forum: Help
Topic: Email fetching does not work
Replies: 8
Views: 601

Re: Email fetching does not work

Hi,

Looks like some problem with a postmaster filter, or maybe a system monitoring filter, trying to process your mail. I suggest you double check it.
by nedmaj
08 May 2017, 23:20
Forum: Help
Topic: OTRS 5s log error notifications to root@localhost
Replies: 4
Views: 487

Re: OTRS 5s log error notifications to root@localhost

Thanks root!

But wasn't the cron replaced by the OTRS Daemon?
by nedmaj
08 May 2017, 22:33
Forum: Help
Topic: OTRS 5s log error notifications to root@localhost
Replies: 4
Views: 487

Re: OTRS 5s log error notifications to root@localhost

Log error example: May 8 17:30:07 corvette OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-0[12681]: [Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][Line:51]: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAcco...
by nedmaj
08 May 2017, 21:51
Forum: Help
Topic: OTRS 5s log error notifications to root@localhost
Replies: 4
Views: 487

OTRS 5s log error notifications to root@localhost

Hi everyone, We upgraded our production environment to OTRS 5s on last saturday. Today we've noticed several emails sent from OTRS to root@localhost. After some while, we've noticed the emails were about some error messages at /var/log/messages related to some tasks handled by the Daemon. Since root...
by nedmaj
04 May 2017, 14:37
Forum: Help
Topic: Limit in Search button (CSV,EXCEL)
Replies: 1
Views: 258

Re: Limit in Search button (CSV,EXCEL)

Hi,

I use 100000 and it works just fine (query results returns in about 10 seconds depending on the criteria).

I would suggest you to verify your database performance.
by nedmaj
28 Apr 2017, 17:57
Forum: Geral
Topic: ITSMChangeManagement provavelmente será descontinuado
Replies: 1
Views: 419

ITSMChangeManagement provavelmente será descontinuado

Pessoal, Recentemente tive a oportunidade de participar de um evento da OTRS Group aqui em Brasília/DF. Conversando com os diretores que estiveram presentes, ficou evidente para mim que o pacote ITSMChangeManagement será descontinuado. OTRS está focando bastante no módulo de Process Management e a i...
by nedmaj
28 Apr 2017, 17:52
Forum: Geral
Topic: Treinamento Processo com Otrs
Replies: 1
Views: 340

Re: Treinamento Processo com Otrs

Olá Antônio,

Onde você está localizado?
by nedmaj
27 Apr 2017, 18:27
Forum: Help
Topic: DynamicFieldITSMConfigItem show only linked CI in Customer Frontend
Replies: 4
Views: 426

Re: DynamicFieldITSMConfigItem show only linked CI in Customer Frontend

Take a look at the dynamic field constrictions config. May be of help.
by nedmaj
20 Apr 2017, 20:17
Forum: Help
Topic: Notifications on process ticket
Replies: 2
Views: 444

Re: Notifications on process ticket

Hi, This a basic notification. Just choose an apropriate event. Filter the process using the ProcessManagementProcessID field (ticket filter). Define the recipients (may be any valid e-mail address). And compose the text using tags to get a dynamic field value (ex.: <OTRS_TICKET_DynamicField_*>). Se...
by nedmaj
20 Apr 2017, 19:34
Forum: General
Topic: ITSMConfigItemReference DynamicField constrictions examples
Replies: 0
Views: 337

ITSMConfigItemReference DynamicField constrictions examples

Hi, I would like to share some examples on how to use the constrictions since this add-on documentation don't have any. Example 1 : Allow only CIs of type 82 and kind 3 (type and kind must be attributes of the CI class being used) Type::Configuration::82::1 Kind::Configuration::3::1 Example 2 : Allo...
by nedmaj
19 Apr 2017, 21:26
Forum: OTRS Developers
Topic: Assign new ticket to one of the online agent with same queue
Replies: 13
Views: 2287

Re: Assign new ticket to one of the online agent with same queue

Hi guys,

My apologies to post in such a old topic.

I've just realize that it's possible to achieve something similar using a data base trigger. Notifications and other events, unfortunately, would be bypassed.

I'm working on a trigger to do just that. I'll post here asap.

[]s
by nedmaj
18 Apr 2017, 18:54
Forum: Help
Topic: Transition Regex
Replies: 3
Views: 362

Re: Transition Regex

Hi,

A regex will only work for the recorded field value. If the field value is 999006 the regex above will never match.

I think a solution would be ajust you dynamic field setting in order to record another key with the value you want to evaluate. Maybe a composed key.

Best regards!
by nedmaj
18 Apr 2017, 18:40
Forum: Help
Topic: Save closing ticket in FAQ
Replies: 2
Views: 332

Re: Save closing ticket in FAQ

Hi,

Of course it is possible! OTRS is a open source software, so everything is possible :D

I think what you need is a new Event. There is a lot of material here about how to implement a new Event.

Another option would be to code a Module and execute it using a Generic Agent.

Best regards!
by nedmaj
18 Apr 2017, 18:35
Forum: Help
Topic: How to give admin tab access to another agent
Replies: 1
Views: 208

Re: How to give admin tab access to another agent

Hi,

In order to give access to Admin tab, with all its actions, one should have SysAdmin role.

But you could choose only certain actions to give access to. You could create new groups, or use existing ones, and change the values at Frontend::Admin::ModuleRegistration.

Best regards,

Samuel

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