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by lido
15 Feb 2018, 13:35
Forum: Help
Topic: Internal and External Email Communication Issue
Replies: 17
Views: 417

Re: Internal and External Email Communication Issue

Hi there, Well, then it appears as your main issue is maybe the email server that is not correctly configured and not really anything from otrs' side. Can you setup that email account on some other email client and inside the same network as otrs? For example, setup the account on outlook, thunderbi...
by lido
15 Feb 2018, 12:36
Forum: Help
Topic: Upgrading doesn't seem to keep all previous configuration
Replies: 0
Views: 61

Upgrading doesn't seem to keep all previous configuration

Hi there, I've just updated our OTRS from 6.0.0rc1 to 6.0.5 and followed these official instructions . Mostly everything went fine except that we had previously disabled a few menu options from the Main Menu. We had previously only kept the "Dashboard" and "Ticket" dropdown visib...
by lido
14 Feb 2018, 16:25
Forum: Help
Topic: Internal and External Email Communication Issue
Replies: 17
Views: 417

Re: Internal and External Email Communication Issue

Hi, There are a couple messages there in the logs: "Can't connect to mail.alrayanholding.com" and also "Can't connect to arhc-mail02.alrayanholding.com" Can you confirm that you can access those machines from the server where otrs is located? Because it appears as otrs can't even...
by lido
14 Feb 2018, 13:29
Forum: Help
Topic: Internal and External Email Communication Issue
Replies: 17
Views: 417

Re: Internal and External Email Communication Issue

When setting it to SMTPS or SMTPTLS you should also set your AuthPassword and AuthUser parameters. From the screenshot it appears as you left them empty.

Also, please check the postmaster logs when trying with any of the SMTP modules so we can get a better idea on what's going on.
by lido
08 Feb 2018, 14:29
Forum: Help
Topic: Internal and External Email Communication Issue
Replies: 17
Views: 417

Re: Internal and External Email Communication Issue

Are you sure your SendmailModule setting should be Kernel::System::Email::Sendmail and not Kernel::System::Email::SMTPS or Kernel::System::Email::SMTPTLS? Because if you look into the description of the SendmailModule::Host it states: If any of the "SMTP" mechanisms was selected as Sendmai...
by lido
02 Feb 2018, 19:18
Forum: Help
Topic: Low sending mail from OTRS 6
Replies: 3
Views: 287

Re: Low sending mail from OTRS 6

Hi

I think this is what you're looking for:

http://doc.otrs.com/doc/manual/admin/6. ... lQueueSend

Good luck
by lido
31 Jan 2018, 13:06
Forum: Help
Topic: Wrong notificaton date format
Replies: 5
Views: 317

Re: Wrong notificaton date format

When searching OTRS's github for "%Y-%M-%D %T" it returns only one result and that's on the en_CA.pm file which I don't think is the actual issue. Still, I did some further searching (using your example tag <OTRS_TICKET_SolutionTimeDestinationDate> as base) and found that the notification ...
by lido
29 Jan 2018, 16:26
Forum: Help
Topic: Wrong notificaton date format
Replies: 5
Views: 317

Re: Wrong notificaton date format

Hi,

Not sure, but have you tried creating the notifications also in pt-BR at "index.pl?Action=AdminNotificationEvent"

The default only has en-US notifications so maybe that also fetches the english date format.
by lido
29 Jan 2018, 16:19
Forum: Help
Topic: Pause Email
Replies: 7
Views: 239

Re: Pause Email

Couldn't you change the "Daemon::SchedulerCronTaskManager::Task###MailAccountFetch" (or the appropriate fetch for your case like fetchmail, etc) cron type configuration to exclude the times/days your server is undergoing maintenance?
by lido
23 Jan 2018, 17:15
Forum: Help
Topic: Any way to hide timezone from dashboard columns?
Replies: 3
Views: 183

Re: Any way to hide timezone from dashboard columns?

Replying to my own question here for completion in case anybody else ever searches for the same thing.

The Timezone gets appended to the datetime fields on Kernel/Language.pm
by lido
05 Jan 2018, 14:41
Forum: Help
Topic: Custom skin for Customer not registered
Replies: 4
Views: 197

Re: Custom skin for Customer not registered

Try this: - Copy your old skin xml from v5 into Kernel/Config/Files - Run "bin/otrs.Console.pl Dev::Tools::Migrate::ConfigXMLStructure" This should migrate your old xml into the new Kernel/Config/Files/XML folder with the correct changes Then clear and rebuild config/cache bin/otrs.Console...
by lido
05 Jan 2018, 13:54
Forum: Help
Topic: OTRS 6.0 ussues after upgrade from 5
Replies: 2
Views: 279

Re: OTRS 6.0 ussues after upgrade from 5

Hi, I'm also experiencing this issue with v6. Pending reminder notifications are sent on every check even if "notify user just once" is selected. Please see attached screenshot to see the notification settings. We've also changed the frequency in which the otrs daemon checks for pending ti...
by lido
13 Dec 2017, 17:48
Forum: Help
Topic: impossible to send message to
Replies: 8
Views: 394

Re: impossible to send message to

Have you read this thread and respective suggestions?

Have you tried sending an email similar to the one that's giving problems on OTRS but directly through smtp? This would help to diagnose if the issue is with OTRS/perl or the mail server/daemon itself.
by lido
13 Dec 2017, 14:36
Forum: Help
Topic: Any way to hide timezone from dashboard columns?
Replies: 3
Views: 183

Re: Any way to hide timezone from dashboard columns?

Ok. But still, I assume that at some point the timezone gets appended to the create_time field to generate that column so one could potentially edit the source file to remove the timezone from there or even use some other string functions to strip it out. Ideally one would leave it on the html title...
by lido
11 Dec 2017, 14:51
Forum: Help
Topic: Any way to hide timezone from dashboard columns?
Replies: 3
Views: 183

Any way to hide timezone from dashboard columns?

Hi there,

Using otrs v6, is there any way to hide the timezone that get's displayed after the "created" or "changed" columns? (see attached screenshot)

otrsforum.jpg


Thanks.
by lido
30 Nov 2017, 15:03
Forum: Help
Topic: Mail::Account::Fetch not working...
Replies: 1
Views: 142

Re: Mail::Account::Fetch not working...

I'm still at 6.0.0rc1 and it works fine on mine. Looking at the code that leads to that error, it gets displayed if it can't find any active postmaster mail accounts. Can you confirm that your configured email address is set as "valid" and not as "invalid" or "invalid-tempor...
by lido
23 Nov 2017, 19:00
Forum: Help
Topic: Disabling PDF printing on otrs v6?
Replies: 8
Views: 312

Re: Disabling PDF printing on otrs v6?

Hey, sure no problem. Anyway, I've used the new otrs6 console command to migrate the xml config from your version to the new format that goes in Config/Files/XML instead of just Config/Files/. Then I also had to change the code a bit mainly because v6 no longer has the "ArticleContentIndex"...
by lido
23 Nov 2017, 14:15
Forum: Help
Topic: Disabling PDF printing on otrs v6?
Replies: 8
Views: 312

Re: Disabling PDF printing on otrs v6?

Thanks for this, but since I'm using otrs v6 I can't seem to install the package. The error I get is: Please note that your installed OTRS version is 6.0.0.rc1. This package can only be installed on OTRS version 5.0.x or newer. Which is strange, since 6 is newer than 5 but nevertheless the package d...
by lido
22 Nov 2017, 17:04
Forum: Help
Topic: Disabling PDF printing on otrs v6?
Replies: 8
Views: 312

Re: Disabling PDF printing on otrs v6?

Well, that would be very useful and greatly appreciated so thanks in advance for sharing.
by lido
22 Nov 2017, 14:21
Forum: Help
Topic: Disabling PDF printing on otrs v6?
Replies: 8
Views: 312

Re: Disabling PDF printing on otrs v6?

Hi @reneeb, I'm guessing "very easy" is a relative term and it's really only easy if one has at least some Perl experience and preferably also some experience building OTRS modules in the first place, which from your signature I guess you do, but that unfortunately it's not my case. I was ...
by lido
21 Nov 2017, 20:00
Forum: Help
Topic: Disabling PDF printing on otrs v6?
Replies: 8
Views: 312

Disabling PDF printing on otrs v6?

Hi there, on previous versions one could disable PDF printing and be able to use html views for printing. We get some slightly complex html emails with some very long links and the PDF print view strips all html and places a bunch of multiple line links on the footernotes. It would be of some value ...
by lido
14 Nov 2017, 16:47
Forum: Help
Topic: [RESOLVED] OTRS 6 RC1 html emails
Replies: 1
Views: 227

Re: OTRS 6 RC1 html emails

Sorry, I had forgotten to restore the "/var/articles" folder.

Restoring it from backup solved this issue.
by lido
14 Nov 2017, 16:41
Forum: Help
Topic: Inline images on templates
Replies: 2
Views: 272

Re: Inline images on templates

Hi zzz, Yeah, I already knew we could just add some external images using regular <img> tags, but I was just wondering if we could setup some replies with images without needing to have all images available on an external server. And since the drag-and-drop/upload functionality is already available ...
by lido
14 Nov 2017, 14:20
Forum: Help
Topic: Inline images on templates
Replies: 2
Views: 272

Inline images on templates

Hi, When creating a regular email ticket or ticket reply we can drag and drop an image (or use the image button) and the RichText editor seems to handle uploading and attaching the image. Is there any way to enable this functionality when creating reply templates on the administration area? The edit...
by lido
14 Nov 2017, 12:33
Forum: Help
Topic: [RESOLVED] OTRS 6 RC1 html emails
Replies: 1
Views: 227

[RESOLVED] OTRS 6 RC1 html emails

Hi there, I've just upgraded my otrs6beta5 install to the latest RC1 that was just recently released. Now, all my html tickets are shown as plain text. Previously, when zoomed in on a ticket, the html email was loaded inside an iframe on the article list. Now there's no iframe and the email is conve...
by lido
08 Nov 2017, 16:55
Forum: Help
Topic: Can't insert FAQ Article into new ticket
Replies: 2
Views: 229

Re: Can't insert FAQ Article into new ticket

Done at https://bugs.otrs.org/show_bug.cgi?id=13311

Still, if anyone here is using latest betas of otrs+faq, I would appreciate it if you could test it out and report if you also observe this issue.

Thanks.
by lido
08 Nov 2017, 12:17
Forum: Help
Topic: Can't insert FAQ Article into new ticket
Replies: 2
Views: 229

Can't insert FAQ Article into new ticket

Hi there, I've installed FAQ 6 Beta 1 onto my OTRS 6 Beta 5 installation and I'm running into some issues. So, when I'm creating a new Email or Phone ticket, if I click the FAQ link (above the richtext editor and right next to "Customer User"), a modal window opens where it shows the avail...
by lido
31 Oct 2017, 17:56
Forum: Help
Topic: This setting is currently being overridden in Kernel/Config.pm and can't thus be changed here!
Replies: 7
Views: 456

Re: This setting is currently being overridden in Kernel/Config.pm and can't thus be changed here!

Hi again, I just completely reinstalled otrs v6beta4 from scratch, didn't do any configuration changes at all, and the "NotificationSenderEmail" parameter is locked from the start with the value: "otrs@otrs.ourdomain.com". It also has the red triangle with an exclamation point st...
by lido
31 Oct 2017, 13:20
Forum: Help
Topic: This setting is currently being overridden in Kernel/Config.pm and can't thus be changed here!
Replies: 7
Views: 456

Re: This setting is currently being overridden in Kernel/Config.pm and can't thus be changed here!

Hi, Well, if there's no ZZZAuto.pm on otrs v6 then where can the configuration option be defined so it won't allow me to change it on sysconfig? I could file a bug report, but I'd really like to know first if it's actually a bug, something with my install or maybe even some new change in v6 thats ca...
by lido
30 Oct 2017, 19:36
Forum: Help
Topic: This setting is currently being overridden in Kernel/Config.pm and can't thus be changed here!
Replies: 7
Views: 456

Re: This setting is currently being overridden in Kernel/Config.pm and can't thus be changed here!

Hi Florian, thanks for replying.

My "/opt/otrs/Kernel/Config.pm" file has no configuration settings in it, except the database details.

My "/opt/otrs/Kernel/Config/Files" folder only has ZZZAAuto.pm in it (besides a few other .xml files). There is no ZZZAuto.pm or ZZZCustom.pm
by lido
30 Oct 2017, 18:21
Forum: Help
Topic: This setting is currently being overridden in Kernel/Config.pm and can't thus be changed here!
Replies: 7
Views: 456

This setting is currently being overridden in Kernel/Config.pm and can't thus be changed here!

Hi there, I'm getting some options in sysconfig with a red warning icon and the message: "This setting is currently being overridden in Kernel/Config.pm and can't thus be changed here!" I've seen on Config.pm but the affected options aren't there. I can only see them on Kernel/Config/Files...
by lido
30 Oct 2017, 16:54
Forum: General
Topic: Format E-mail Received by OTRS
Replies: 4
Views: 8715

Re: Format E-mail Received by OTRS

Hi, sorry for replying to this >1 year old ticket, but I also came across this issue and its really annoying having all html emails with the browsers default font, usually Times New Roman. So, anyway, I've solved this issue by doing the following: (hint: I'm using otrs 6 beta 4) Create an "HTML...
by lido
26 Oct 2017, 13:55
Forum: Help
Topic: [SOLVED] Can't get custom skin to work
Replies: 9
Views: 613

Re: Can't get custom skin to work

Hi, I've removed all previous files and started with the custom skins from scratch and have now been able to make it work. It appears that it was indeed some issue with the format of the xml files as you've initially stated. Unfortunately it appears as the documentation still doesn't reflect the cor...
by lido
26 Oct 2017, 11:59
Forum: Help
Topic: [SOLVED] Can't get custom skin to work
Replies: 9
Views: 613

Re: Can't get custom skin to work

Hi zzz, it seems that it just doesn't work. Since the docs are wrong or outdated I'll just give up on creating the new skin for now since I tried pretty much everything including what you've stated on your last reply. I'll try again later once the docs have been updated with the correct information ...
by lido
26 Oct 2017, 11:14
Forum: Help
Topic: [SOLVED] Can't get custom skin to work
Replies: 9
Views: 613

Re: Can't get custom skin to work

Hi again, I've placed the file on both locations but still nothing. Here's my initial xml file: <?xml version="1.0" encoding="utf-8" ?> <otrs_config version="1.0" init="Changes"> <ConfigItem Name="AgentLogo" Required="0" Valid="1"...
by lido
26 Oct 2017, 10:31
Forum: Help
Topic: [SOLVED] Can't get custom skin to work
Replies: 9
Views: 613

Re: Can't get custom skin to work

Hi zzz, thanks for the reply. I had created the CustomSkin.xml file inside "Kernel/Config/Files" and not inside "Kernel/Config/Files/XML" since that's how it's described on the developers manual. ( here ) But I have now moved the file to that location you specified but I still ca...
by lido
25 Oct 2017, 18:37
Forum: Help
Topic: [SOLVED] Can't get custom skin to work
Replies: 9
Views: 613

[SOLVED] Can't get custom skin to work

Hi there, I'm using otrs 6 beta 2 and have thoroughly followed the instructions for this. So, I have a custom folder with css and img folders inside it. Inside the css folder is a Core.Header.css file with some changes. Inside the img folder is a different logo image. I've also created /Kernel/Confi...

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