Znuny and ((OTRS)) Community Edition

RBehr

I'm not holding my breath, nasa...

Anybody out there got an answer?

RBehr

Here's the scenario: we have thousands of CIs, and find the search template when linking a ticket to a CI limited. It would be nice to have the same search template as the one you get when searching for a CI directly. However, failing that, it would be useful to search for a CI using the Search func...

RBehr

Thought not. Okay, I'll tell my users to be more careful in future. Thanks.

RBehr

This must have been raised before, but I cannot find a solution in the forums.

Once two tickets are merged, can they be un-merged?

RBehr

Could REALLY use a response to this one please. How do I enter criteria into a Stats report that returns all rows with a value in the field - the equivalent of an SQL "in not null" expression?

RBehr

Using the STATS module, I need to set restrictions against a specific, free text field. I need to return all ticket which have SOMETHING in this field and exclude all which are NULL or an empty string.

What is the wildcard syntax for this?

RBehr

When viewing CIs - whether in Overview or in a search result - the "Name" column does not sort. How can this be changed?

RBehr

Customer A raises a ticket. Customer B, who is Customer A's manager, needs notification about this ticket. I first thought of giving Customer A two e-mail addresses separated by comma or semi-colon, but OTRS doesn't like that. How would I go about doing this? It's not simply a case of Customer ID, s...

RBehr

Sorry to "bump" this one, but does anybody have any ideas?

RBehr

Nice. Like it.

RBehr

Yeah - that's what I was thinking. Okay, I think I have enough to be getting on with. Many thanks for the assist.

RBehr

So long as "when closed" remains constant.

Incidentally, when a ticket is re-opened, what happens to the closed date?

RBehr

Or, on that theme, could a GenericAgent job be set based on the closed date? The job could move the ticket to the "Closed" queue. Would that be possible?

RBehr

A closed ticket re-opens when it receives an e-mail. Is it possible to set a maximum age for a ticket such that a ticket which has been closed for, say, six months, will not re-open but instead send an automatic response back to the customer asking them to contact the correct e-mail address?

RBehr

For reasons best known to themselves, my users would like to be able to create a ticket without an e-mail address. The NewTicketPhone and NewTicketEmail forms insist on having an e-mail address in the "From customer" field. I know I am probably asking a ridiculous question, and what any cu...

RBehr

Happy to, I was just wondering if there were a "supported" (admin GUI) method for doing this.

RBehr

When linking a ticket to a CI (for example) it is possible to search against the CI# or the Name of the CI. Is it possible to expand this search to include other CI fields, much like the search function from the CMDB menu? We would find it convenient, for example, to search against a Serial Number f...

RBehr

Sorry to bump, but any responses to this one would be welcome.

RBehr

We have lots of customers. It is not always easy to find them when capturing a new ticket - the full search feature isn't there. So we would like to do a search for the customer and then, from the customer, create a new ticket for that customer (same as the option offered immediately after creating ...

RBehr

Is it possible to enable/disable the CustomQueue ("My Queues") option in the "Edit Your Preferences" screen based on a user's permissions / group membership? We have the bizarre situation of managers wanting to hide queues from some user's dashboards while still allowing those us...

RBehr

I have users for whom the search functionality and use of search templates is too complex. For the record, I think it's brilliant, but these are "users", in the worst possible sense. In fairness, we are searching a CI database of over 10,000 assets, a customer database of over 1,000 custom...

RBehr

Is it possible to set up a URL to a search results list, perhaps by providing a querystring?

RBehr

Was using SQL but hoping for a safer method. Thanks.

RBehr

Short and sweet. Thanks.

RBehr

Any news on this one?

RBehr

It is possible to have more than one ticket hook? Only one field exists in Core::Ticket, but would it be possible to define more than one or use wildcards in defining the hook?

RBehr

Okay, this is embarrassing.

I had changed the name of the state (from "pending auto+" to "Pending Auto Close (Successful)" but neglected to updated Core::Ticket::StateAfterPending.

All fine now. Thanks. Sorry.

RBehr

Darn. Then the problem may remain. Still testing. Thank you.

RBehr

Ah. Makes sense now. Thanks jojo.

RBehr

I need to set the "Unlock timeout minutes" across all my queues. Is there a means of doing a bulk update?

RBehr

What is the "Default sign key" in the queue set up? I searched for the answer on the forum, but the only one I found was in German which I don't speak. Sorry.

RBehr

Thanks jojo. You've just revealed I have a 141Mb log file, which will need management at some point, but I think I have found the problem: Locked tickets do not close automatically (is this by design?). All our queues have a lock timeout of 0, so tickets never unlock. I can change this to something ...

RBehr

Not from the cron job, obviously, since it output to /dev/null. The OTRS log has no noticeable entries for errors. It does indicate processing pending jobs at the correct times. An example would be: Wed Dec 14 14:45:02 2011 notice OTRS-otrs.PendingJobs.pl-10 Sent agent 'PendingReminder' notification...

RBehr

Yup, that's running. 45 minutes past the hour every two hours. Full entry is:

Code: Select all

$HOME/bin/otrs.PendingJobs.pl >> /dev/null

Any other ideas?

RBehr

Worryingly, this fault seems to have gone away after no action on my part. I cannot re-create the problem, although it was happening daily. I will mark this as solved until it comes back, but this behaviour is worryingly unpredictable. Obviously something must have changed, but I can identify nothin...

RBehr

Which cron job? The fact that this occurs intermittently makes me think it is, but I can check. Is this one of the GenericAgent cron jobs?

RBehr

Crythias, again you ride to the rescue. Nice, elegant solution. Thank you.

RBehr

Some (not all) tickets, set to Pending Auto Close, are not closing. Instead, their state remains "Pending Auto Close" and their "pending until" time goes negative. The ticket behaves in a manner expected of a ticket reaching the end of a standard pending state. What should I be l...

RBehr

Actually, before I do this, my command is as follows:

Code: Select all

/opt/otrs/bin/otrs.ImportExport.pl -n 00004 -a import -i /mnt/sun-sql/CRMtoAVSM/SupportedProducts.csv

I am using the -i option. Should I be using -o instead?

RBehr

You are the man! Thanks. I will work through this and report back.

RBehr

No. Any chance you could give me a little walkthrough on that? For my sins, I'm all ASP and not much Perl.

RBehr

That is very kind of you, Alexander, thank you. I will have a look and report back.

RBehr

Yes and yes. The data comes from an external system which uses a GUID as an identifier. This field is always populated and is defined as the identifier in the import map.

RBehr

You are correct. The relevant .dtl file is /opt/otrs/Kernel/output/HTML/Standard/AgentTicketNote.dtl. My point is, however, that this file is generated from /opt/otrs/Kernel/Modules/AgentTicketNote.pm and a number of other Perl script files. The .dtl gives the basic HTML layout but not, crucially, t...

RBehr

Hello?

RBehr

An import of CIs from a text file does not stop at the end of the text file. Instead, the import continues to a ridiculously high number (93744 attempts from a text file only 10413 lines long). The system log indicates an error for every line ("Identifier field is empty"). Why is this? Thi...

RBehr

That worked fine, thanks. Sorry to take so long to get back to you.

RBehr

Works! Obviously not scalable, since it is hard-coded, but you did warn me.

Thanks.

RBehr

This was a problem of my own making. Please see http://forums.otrs.org/viewtopic.php?f= ... 012#p50388 for both the cause and the solution.

RBehr

This would work, except that we have made our own changes to some of the files.

Copied the files, re-installed package and then copied the files back. Thanks.

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