Znuny and ((OTRS)) Community Edition

lido

Hi, that is not enough information.

Please describe what you're trying to do with the Generic Agent.

Also, if possible please attach a screenshot of the Generic Agent settings you are using.

lido

Hi, it's on your system configuration at:

System Configuration -> Core -> Email
- NotificationSenderEmail
- NotificationSenderName

lido

Hi,

It's probably "Kernel/Output/HTML/Templates/Standard/CustomerLogin.tt"

lido

Whats the best possible way to route OTRS mail through a Exchange 2013 server out to the external world as if it is coming from exchange to match our SPF and DMARC values? Assuming Exchange behaves like a regular smtp server, setting your "SendmailModule" setting to SMTP, SMTPS or SMTPTLS...

lido

I doubt that's an OTRS issue. Anyway, you should check your webserver and otrs log files when trying to access the service and see if there is any useful information about the issue there.

That also seems to be a relatively common issue in c# as seen here, here and here.

lido

Back in the day of OTRS v2.4 I once ran a system with about 115 different email addresses and about 120 queues or so. Never got a performance issue although they were all relatively low volume and it's still just only about 1/4 of what you're asking. Anyway, according to the Performance Tuning chapt...

lido

Hi, You should create a theme and then copy the header template file to your theme folder and edit it. I'm guessing it's either Header.tt or HeaderSmall.tt. For the clocks themselves, you could potentially build some sort of otrs module for that to calculate them, but I'd personally just throw some ...

lido

Hi,

Did you update your packages after upgrading OTRS by running "bin/otrs.Console.pl Admin::Package::UpgradeAll" ?

lido

Hi, Well, I deduced that it was probably the article storage backend that would be causing those issues. But now, if you've changed it, and some of the articles still don't show up, then I'm not really sure what can be happening. Have you tried clearing OTRS's caches and/or restarting apache and/or ...

lido

Have you tried setting the "Reply-To" header with the customer's email? I'm thinking that might work.

lido

The best option is always to get some more disk space since disk space is very cheap these days. The issue may be related with your ticket or attachment storage configuration. If your OTRS is configured to store everything on the database, it's possible that simply deleting them won't release the sp...

lido

Instead of inserting directly into MySQL, maybe you should try to use one of OTRS' available webservice connectors (SOAP or REST) to create the ticket.

See the docs and/or examples.

lido

Ok, and what do the log files say? Any errors on apache or otrs logs? And are you sure all you did was enable SSL on apache? Because that seems as you've updated your OTRS version and didn't restore the "otrs/var/articles" folder (when OTRS is configured to use the filesystem to store the ...

lido

Hi, I think we're going to need some more information. What is happening exactly? The articles box show as empty? Do the email subjects and other info show up correctly? But first of all, you should check both the apache logs and otrs logs in order to see if there are any errors there that can hint ...

lido

Hi, I don't think that's possible without editing core source files. I would assume it can probably be done by editing /Kernel/Modules/AgentTicketZoom.pm and/or /Kernel/Output/HTML/Templates/Standard/AgentTicketZoom.tt But I'm not sure that should even be happening, because I would assume that the a...

lido

I don't think the generic agent supports those types of conditions although it appears to support simple wildcards. You should probably create two generic agent jobs, one for each term.

lido

On your OTRS, navigate to: index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Frontend::Agent::View::TicketQueue On the setting named "Ticket::Frontend::AgentTicketQueue###DefaultColumns" make sure the "changed" field is "2 - enabled by default" Edit the file ...

lido

I doubt this is possible without changing the core source files. If you really need this, you're probably better off contacting OTRS Group for commercial support/development.

lido

Regarding the question, how to setup a generic agent, can you let me know how to setup a generic agent to filter tickets by email-fields and to close or move the tickets? Is there any doc or better a example? You can read the documentation about OTRS's generic agent . But it's really not that hard....

lido

Hi, First of all, you should create a new theme in order to make these changes, otherwise they'll probably get overwritten when upgrading OTRS. 1) When the agent opens a Ticket in Ticket zoom view, the top bar shows who the email is from and date when sent with an " i " on the right side t...

lido

I'm not sure exactly what the issue is but the manual has an article describing a migration from windows to linux.

While that's not exactly what you want, I'm sure you can follow the steps described there to clone the database and copy the equivalent files.

lido

As stated on that thread you linked, you can't re-run postmaster filters. As the name indicates, the postmaster filters get run at the time that the system is getting new emails from your configured email server. You can create a generic agent job with the changes you want to make on the tickets and...

lido

What is the appliance version? Where did you get it?

When installing OTRS normally, at the web setup you should have a step where you have to define your SuperAdmin password. See here.

lido

Is your outgoing email setup correctly configured as SMTP or SMTPS or SMTPTLS and not by using Sendmail? Check the options "SendmailModule", "SendmailModule::AuthPassword" and "SendmailModule::AuthUser" on index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Cor...

lido

Hi, The e-mail being marked as spam will most likely have nothing to do with OTRS and most likely with your email configuration or maybe the contents of the auto-reply. There's also not enough information about what's happening: Does the auto-reply go into the spam folder of everybody or just one pe...

lido

Not enough information.

What are the server's specs?
Was it always slow or did it start slowing down recently?
How many tickets is your system handling?
Are the system's or OTRS's log files indicating any errors?

Also, read this and see if it helps.

lido

Depends on your configuration.

Please see:

index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Core::Log

on your system and check for the LogModule options. The system supports logging through syslog or directly to a file who's path you can configure.

lido

On which page does that truncation occur?
I'm asking for the OTRS url where this page is shown. Something like index.pl?etc or customer.pl?etc

lido

You can setup some Postmaster Filters in order to place incoming emails into any specific queue.

lido

Hi, Please check if the group is correctly set for the FAQ entries at: index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Frontend::Agent::ModuleRegistration and index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Frontend::Agent::ModuleRegistration::MainMenu Also make sure that y...

lido

Hi, Hi, I want to ask you about the email notification of otrs 6, (...) this is the perl modulor list that I have installed, is any missing? Is this your only question or are you having any specific issue or error? If that's it, then your perl module list appears to be fine. All missing modules are ...

lido

Hi, Not sure about your YAML errors, but as for the custom skin, it appears as you're still using the old v5 format since the documentation doesn't appear to have been updated. Basically the XML has a different format now, and it goes in "Kernel/Config/Files/XML" instead. There's also a co...

lido

Not sure if this is what you want, but here's a list taken from https://portal.otrs.com/otrs/customer.pl?Action=CustomerFAQZoom;ItemID=70 Note that there's no version indication so I'm not sure if all tags that are available on version 6 are listed. It should still be most of what is usually needed....

lido

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...

lido

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...

lido

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...

lido

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.

lido

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...

lido

Hi

I think this is what you're looking for:

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

Good luck

lido

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 ...

lido

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.

lido

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?

lido

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

lido

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...

lido

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...

lido

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.

lido

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...

lido

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.

lido

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...

lido

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"...

Search found 70 matches