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by crythias
16 Jan 2018, 23:45
Forum: Help
Topic: OTRS ITSM change assign to group
Replies: 2
Views: 91

Re: OTRS ITSM change assign to group

The workorder is locked to the Agent assigned to the task, similarly to tickets. Jojo recommends process tickets, likely because it does allow workflows but doesn't require assignment of agent. Therefore the agents assigned to the queue can handle according to normal ticket procedures.
by crythias
15 Jan 2018, 16:38
Forum: Help
Topic: LDAP multivalue CustomerMap attributes
Replies: 7
Views: 194

Re: LDAP multivalue CustomerMap attributes

I haven't had a chance to look at it, but it's possible (?) that attribute[0] and attribute[1] might work. I can't be sure.
by crythias
14 Jan 2018, 18:46
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

After all this, I'm throwing my towel in the ring. I changed the crontab to every minute to clean up the spool and flock to not run this multiple times and duplicate tickets. * * * * * /usr/bin/flock -n /tmp/noynim-otrs-mail.lockfile $HOME/bin/otrs.Console.pl Maint::PostMaster::SpoolMailsReprocess >...
by crythias
14 Jan 2018, 18:01
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

welp, I went the wrong way I guess:
running as otrs,
procmail .procmailrc <test-email.box
works exactly as designed.

So it's a CentOS permissions issue.
by crythias
14 Jan 2018, 17:53
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

From SpoolMailsReprocess.pm # Here we use a system call because Maint::PostMaster::Read has special exception handling # and will die if certain problems occur. my $Result = system("$^X $Home/bin/otrs.Console.pl Maint::PostMaster::Read < $File "); Maybe this is a hint? If so, then procmail...
by crythias
14 Jan 2018, 17:50
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

I gotta find a different way to address. all the Cache Sets have permission issues via procmail, even though procmail is running (as far as I can tell) in the context of otrs. Spool reprocess is also running via crontab under the otrs user and has no problem processing. But also doesn't seem to touc...
by crythias
14 Jan 2018, 17:38
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

So here's the fun part: Both of these have permissions issues: Valid.pm: https://github.com/OTRS/otrs/blob/a79e8bfeec94a4c30a69557118dbeb28499d554f/Kernel/System/Valid.pm#L84 while ( my @Row = $DBObject->FetchrowArray() ) { $Data{ $Row[0] } = $Row[1]; } # set cache $Kernel::OM->Get('Kernel::System::...
by crythias
14 Jan 2018, 17:08
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

The difference between procmailrc and spool: When procmailrc requests a CacheKey: DynamicFieldList::Valid::1::ObjectType::Article_Ticket::ResultType::HASH When Spool reprocess requests a CacheKey: DynamicFieldList::Valid::1::ObjectType::Ticket::ResultType::HASH
by crythias
14 Jan 2018, 02:29
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

DynamicField doesn't want to grab ValidIDsGet (it fails on Cache-ing) And it's having trouble Cache-ing DynamicField Hash data So there's a problem where procmail doesn't try to use the cache and spooler does. ValidIDsGet doesn't return values from line 732 (the call fails with permissions to cache)...
by crythias
14 Jan 2018, 01:28
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

In some places Queue.pm, it's " st.valid_id IN ( ${\(join ', ', $ValidObject->ValidIDsGet())} )" or Salutation.pm: WHERE valid_id IN ( ${\(join ', ', $Kernel::OM->Get('Kernel::System::Valid')->ValidIDsGet())} ) in MailAccount it's 'WHERE valid_id IN ( ' . join ', ', $ValidObject->ValidIDsG...
by crythias
14 Jan 2018, 01:18
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

Code: Select all

            $SQL .= ' WHERE valid_id IN (' . join ', ', $ValidObject->ValidIDsGet() . ')';


This is where it stops. I'm bouncing to the next place.
by crythias
14 Jan 2018, 00:57
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

Something more interesting: Changes to DynamicField.pm for debugging: $Kernel::OM->Get('Kernel::System::Log')->Log( Priority => 'info', Message => 'CacheGet!', ); my $Cache = $CacheObject->Get( Type => 'DynamicField', Key => $CacheKey, ); $Kernel::OM->Get('Kernel::System::Log')->Log( Priority => 'in...
by crythias
14 Jan 2018, 00:36
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

# Pipe all email into the PostMaster process. :0 : | $SYS_HOME/bin/otrs.Console.pl Maint::PostMaster::Read procmail says the current running user is otrs. $SYS_HOME certainly resolves to /opt/otrs So far, I've narrowed this down to Kernel/System/PostMaster.pm: # add Dynamic Field headers my $Dynami...
by crythias
13 Jan 2018, 23:03
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

removing
by crythias
13 Jan 2018, 15:41
Forum: Help
Topic: Upgrade to 6 procedure
Replies: 7
Views: 250

Re: Upgrade to 6 procedure

Don't spit against the wind. Don't eat yellow snow. Providing error messages helps others provide answers. Ask questions the same way you'd ask of your boss or colleague or your mother. If you sent them an email with the words that you've provided in this topic, what would their first response to yo...
by crythias
13 Jan 2018, 15:34
Forum: Help
Topic: Dashlets - Filtering my owner
Replies: 4
Views: 172

Re: Dashlets - Filtering my owner

Don't overlook the dashlets already present with three tabs including your own locked tickets for the dashlet.
by crythias
12 Jan 2018, 21:17
Forum: Help
Topic: Is possible to have 2 auto reply for 1 queue?
Replies: 1
Views: 111

Re: Is possible to have 2 auto reply for 1 queue?

You may consider a Notification (Event) to address your specific needs.
by crythias
12 Jan 2018, 18:02
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

I've already posted this twice, but since it's asked again:

Code: Select all

 groups otrs
otrs : otrs apache
by crythias
12 Jan 2018, 16:12
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

So what is your umask setting for the apache user? su -s /bin/bash apache bash-4.2$ umask 0022 /etc/profile: # By default, we want umask to get set. This sets it for login shell # Current threshold for system reserved uid/gids is 200 # You could check uidgid reservation validity in # /usr/share/doc...
by crythias
12 Jan 2018, 01:49
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

Code: Select all

sestatus
SELinux status:                 disabled
by crythias
11 Jan 2018, 21:14
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

in any case... your log shows ERROR: Permission denied: /opt/otrs/Kernel/Config/Files/ZZZAuto.pm so it is actually a permission issue. Either your ./Files directory is not allowed to be touched by otrs user (this usually happens if you perform the Rebuild Config via root user (should not be possibl...
by crythias
11 Jan 2018, 19:57
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

It seems you have a permission issue and on your /opt/otrs filesystem, too But my .procmailrc runs. it's not a permission with procmailrc. I get logs. It's OTRS not doing the thing. I would guess so, but there's no particular difference in permissions between ticket cacheing and postmaster read cac...
by crythias
11 Jan 2018, 19:12
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

root wrote:Roy

Are you available to address this? I'm really in need of looking at this ... I can't seem to get Postmaster Read to debug.
by crythias
11 Jan 2018, 18:34
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

Re: OTRS not handling procmail

I didn't use RPM. I installed via source. The only difference for your procmailrc and mine is group root. Which ... shouldn't really be a thing, but okay. > groups otrs otrs : otrs apache > ls -la .procmailrc -rw-r----- 1 otrs root 1859 Jan 11 08:51 .procmailrc Locking ".lock" procmail: Ex...
by crythias
11 Jan 2018, 17:20
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 466

OTRS not handling procmail

Summary: .procmail on OTRS version 5.0.24 (git) isn't generating tickets. Any Ideas? I can't seem to get this working ... it makes spool tickets and then I have to run the spool process. This isn't good because I can't check if the process spool is already running and it doubles, triples up tickets....
by crythias
05 Jan 2018, 16:30
Forum: General
Topic: MySQL - Duplicate entry
Replies: 2
Views: 187

Re: MySQL - Duplicate entry

While it's not recommended to mess directly with the database, there seems to be an issue where there's a double attempt to mark an article as seen. Duplicate entry for key could be the same item is open in multiple tabs and attempt to mark an article or ticket as seen might have duplicated. Is this...
by crythias
26 Dec 2017, 17:29
Forum: General
Topic: automatically move ticket from one queue to another
Replies: 1
Views: 2303

Re: automatically move ticket from one queue to another

Generic Agent last change greater than 3 days ago. But you sincerely need to upgrade beyond 3.3 as soon as reasonably possible due to bug and security fixes. It's not simply that your own data is vulnerable. Old, insecure, versions of software can be vectors for distributing vulnerabilities to your ...
by crythias
26 Dec 2017, 16:27
Forum: Help
Topic: [SOLVED] Service not showing on TicketCreate Transition Action
Replies: 7
Views: 292

Re: Service not showing on TicketCreate Transition Action

wurzel has the right answer. If you use the ServiceID instead of Service, you can avoid the problem of misspelling the service. Also, your logs would say that you're using an invalid service if that were the case. The downside could be that the ServiceID isn't replicated in any export/import destina...
by crythias
23 Dec 2017, 09:14
Forum: Help
Topic: Configuring mail with hmailserver server
Replies: 1
Views: 293

Re: Configuring mail with hmailserver server

The error messages seem to indicate that the credentials are invalid for the attempted request. If the credentials are correct, it's then a problem with the server address. Likely, the domain xxxx.com.br either doesn't resolve from otrs server at the IP address desired because of DNS/hosts, or the p...
by crythias
23 Dec 2017, 09:04
Forum: Help
Topic: closing notification.
Replies: 17
Views: 388

Re: closing notification.

too many filters = too many filters. Consider that you want to only filter on the most important things that will trigger the notification. If that's a state, you typically only filter on the states you're looking for. Unless you're really particularly looking for state change with extra features at...
by crythias
23 Dec 2017, 08:59
Forum: Help
Topic: Sending Email to customer with ticket closing
Replies: 8
Views: 3590

Re: Sending Email to customer with ticket closing

This is an old thread. You may want to start a new thread to address your issue.
by crythias
23 Dec 2017, 08:56
Forum: Help
Topic: I am missing the eureka-moment about API...
Replies: 10
Views: 424

Re: I am missing the eureka-moment about API...

I'm with JoJo on this. To make a GA is easy. It helps if you've done one. If you're trying to make a bunch of them programmatically, that also is easy. Make one via web, get sample information via SQL, use the API. But you'd make a bunch of them programmatically, generally, to only handle manual web...
by crythias
23 Dec 2017, 00:45
Forum: Help
Topic: I am missing the eureka-moment about API...
Replies: 10
Views: 424

Re: I am missing the eureka-moment about API...

Please let us know if creating a sample, then applying the key value pairs, according to the docs, isn't working. Any samples you've created would be of interest.

Basically, I suggested making a sample yourself, getting the values from the database, applying to the API, it works.
by crythias
22 Dec 2017, 22:18
Forum: General
Topic: How to add fields to the Customer registration form.
Replies: 1
Views: 2116

Re: How to add fields to the Customer registration form.

Edit Kernel/Output/HTML/Templates/Standard/CustomerLogin.tt Add this around / before line 136/submit <div class="NewLine"> <label class="Mandatory" for="Country"><span class="Marker">*</span> [% Translate("Country") | html %]</label> <input title=&qu...
by crythias
22 Dec 2017, 21:41
Forum: Help
Topic: I am missing the eureka-moment about API...
Replies: 10
Views: 424

Re: I am missing the eureka-moment about API...

What have you tried? Are you needing to add or run a GenericAgent job or are you trying to do GenericAgent actions? Which means: if you're trying to change the Queue, then you would use the Queue API. You might make it somewhat easy by creating a sample generic agent, then SELECT job_key, job_value ...
by crythias
22 Dec 2017, 21:32
Forum: Help
Topic: Tickets do not arrive
Replies: 21
Views: 500

Re: Tickets do not arrive

/dev/mapper/centos-root 18G 18G 12M 100% / Dec 20 11:25:02 localhost postfix/postdrop[2144]: warning: uid=992: No space left on device Your 18GB / partition is full. There's not much more to be said than this. What can you do to find space hogs? I typically do something like du -h --max-depth=2 | so...
by crythias
22 Dec 2017, 21:22
Forum: Help
Topic: I am missing the eureka-moment about API...
Replies: 10
Views: 424

Re: I am missing the eureka-moment about API...

Generic agent,
Job Name: Get Eureka

Expand event Based execution (single ticket)
Ticket TicketCreate, click plus (it's now listed)

Expand Select Tickets
Subject: Lorum Ipsum

Expand Update/Add Ticket Attributes
Set new queue: DestinationQueue
Set new state: Closed Successfully

Click Submit
by crythias
22 Dec 2017, 21:11
Forum: Help
Topic: 6.0.1 QueueView very slow and error message
Replies: 10
Views: 586

Re: 6.0.1 QueueView very slow and error message

This is likely because the [+] was clicked but not implemented in the System Configuration.

A way to address is to seek out

Code: Select all

''
(two apostrophes) from within Kernel/Config/Files/ZZZAuto.pm

Code: Select all

      'Group' => [
        ''
      ],

Either in Group or Groupro
by crythias
22 Dec 2017, 21:07
Forum: General
Topic: Change default ticket Responsible
Replies: 2
Views: 271

Re: Change default ticket Responsible

Did you happen to use Generic Agent?
by crythias
19 Dec 2017, 15:07
Forum: Help
Topic: "Floating" Customer Info
Replies: 2
Views: 181

Re: "Floating" Customer Info

CSS to add to class "SideBarColumn":

Code: Select all

   position: fixed;
   right: 1%
   z-index: 1;
   top: 150px; /*adjust per your own customization needs */


Note that you can't now scroll Customer Information if it exceeds your screen height. Of course, you can collapse Ticket Information.
by crythias
19 Dec 2017, 14:39
Forum: General
Topic: Generic Agent : Multiple Level Escalation of Ticket
Replies: 1
Views: 734

Re: Generic Agent : Multiple Level Escalation of Ticket

Use another field, like a Dynamic Field, to hold a value of the escalation state. Use Generic Agent to test and set the escalation state value according to your criteria, and react accordingly.
by crythias
19 Dec 2017, 04:42
Forum: Howtos
Topic: toolbar to show hours billed today
Replies: 0
Views: 231

toolbar to show hours billed today

What this does: Puts a $ in the toolbar under which it shows you your billed hours today. Why is it useful? If you're using time_units to collect your billable time, it may be of interest to show if you're on track for the billable time for the day. How to install: (Version 5) 1) You need Kernel/Out...
by crythias
14 Dec 2017, 16:46
Forum: Howtos
Topic: How to only accept tickets from customers in your database
Replies: 12
Views: 15037

Re: How to only accept tickets from customers in your database

For no email created tickets (but allow followups), one thing that you can do is to send tickets to Junk with Junk having an AutoResponse for "Sorry, you can't create tickets this way. Call an agent."

Then add a Generic Agent to purge Junk periodically.
by crythias
24 Apr 2017, 19:32
Forum: General
Topic: Browser warning after full
Replies: 1
Views: 253

Re: Browser warning after full

Looks like the recovery from backup fixed it on the filesystem side. no particular reason, I guess.
by crythias
24 Apr 2017, 18:24
Forum: General
Topic: Browser warning after full
Replies: 1
Views: 253

Browser warning after full

After a full VM stopped OTRS from working, I've been unable to log in to the ADMIN side of the ticketing system. The interface goes to "Browser Warning" and the only particular errors I've found seem to indicate Core.App.Ready is not a function. All database tables have checked out okay an...
by crythias
13 Mar 2017, 04:27
Forum: Help
Topic: Sub queues
Replies: 5
Views: 536

Re: Sub queues

Queues are for groups of agents able to handle tickets in that category.
Don't use customer or task or project based Queues.
Use Services for what the Agents are servicing.
by crythias
24 Feb 2017, 02:41
Forum: Help
Topic: Customers and Groups
Replies: 1
Views: 246

Re: Customers and Groups

by crythias
02 Jan 2017, 20:40
Forum: General
Topic: General Catalog / Class: Sorting of Numbers
Replies: 5
Views: 574

Re: General Catalog / Class: Sorting of Numbers

input fields assume text, so WYSIWYG
by crythias
02 Jan 2017, 16:42
Forum: General
Topic: Client needs to see in their web interface the reason for closing a ticket.
Replies: 5
Views: 611

Re: Client needs to see in their web interface the reason for closing a ticket.

Also Ticket -> Frontend::Agent::Ticket::ViewClose
Ticket::Frontend::AgentTicketClose###ArticleTypes
add [+}
note-external 1

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