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by gears
09 May 2018, 19:19
Forum: Help
Topic: Change sort order of queues menu in CustomerTicketMessage
Replies: 0
Views: 211

Change sort order of queues menu in CustomerTicketMessage

In OTRS 5.0.14 I'm modifying which queues are presented in the customer ticket creation page through sysconfig >> Frontend::Customer::Ticket::ViewNew >> CustomerPanelOwnSelection which works well. Is it also possible anywhere to designate the order of queues in the list rather than the default alpha...
by gears
09 May 2018, 18:16
Forum: General
Topic: Change View Mode [Force Desktop or disable Mobile mode]
Replies: 3
Views: 940

Re: Change View Mode [Force Desktop or disable Mobile mode]

Thanks for some good leads. I'm interested in defaulting OTRS 5.0.14 to desktop mode always until customer selects mobile mode Changing that code in /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerHeader.tt seems to have no effect for some reason. Even commenting that line out entirely seems...
by gears
08 Dec 2016, 22:57
Forum: Howtos
Topic: Display ip addresses + hostnames in tickets and notifications
Replies: 0
Views: 1236

Display ip addresses + hostnames in tickets and notifications

This is a 5.0 updated followup and expansion on previous 3.0 writeup at http://forums.otterhub.org/viewtopic.php?f=60&t=9023 Credit to helpful posts learned from: http://forums.otterhub.org/viewtopic.php?t=30458 http://forums.otterhub.org/viewtopic.php?t=28863 Create dynamic fields with naming &...
by gears
06 Dec 2016, 18:09
Forum: Help
Topic: otrs.Daemon.pl: Unmatched '<>'
Replies: 0
Views: 297

otrs.Daemon.pl: Unmatched '<>'

This error is recurring for one specific user. Address.pm line 161 line 161 is "{ warn "Unmatched '<>' in $line" if $depth; " and the closing ">" is indeed missing in the error message but it's not clear what's generating that format after reviewing info in the user's o...
by gears
06 Dec 2016, 17:51
Forum: Help
Topic: email notifications for agent-created tickets
Replies: 2
Views: 1020

Re: email notifications for agent-created tickets

it's a good idea but I think that will result in duplicate notification on tickets customers create since those notifications are still making it to agents who subscribed to the queues. we could get away from using the my queue subscriptions for notifications and go back to explicitly selecting queu...
by gears
03 Dec 2016, 02:55
Forum: Howtos
Topic: Humorous/entertaining MOTD
Replies: 2
Views: 4191

Re: Humorous/entertaining MOTD

updated for 5.0 - echo "<div class="WidgetSimple" id="MessageOfTheDayBox"> <div class="Header"> <h2 class="Center">[% Translate("Message of the Day") | html %]</h2> </div> <div class="Content"> <p>$(/usr/games/fortune -a -e)</p> </div>...
by gears
03 Dec 2016, 02:07
Forum: Help
Topic: email notifications for agent-created tickets
Replies: 2
Views: 1020

email notifications for agent-created tickets

previously before changing old 3.0 notifications to invalid and using new 5.0 notifications, if any agent created a phone or email ticket through the web interface, all agents would receive an email notification which is the desired result currently: agent1 creates phone ticket with agent2 assigned ...
by gears
30 Nov 2016, 01:07
Forum: Help
Topic: [SOLVED] pm not in @INC
Replies: 0
Views: 279

[SOLVED] pm not in @INC

Edit: answering my own question here for posterity, i think these errors are just coming from agents entering typos in the urls in their browser bar when they try to substitute another ticket # manually. [Mon Nov 28 14:21:25 2016][Error][Kernel::System::Web::InterfaceAgent::Run][196] Module Kernel/M...
by gears
29 Nov 2016, 16:44
Forum: Help
Topic: [SOLVED] Search box on OTRS 5
Replies: 2
Views: 379

Re: Search box on OTRS 5

Perfect, thanks for the pointer

Ticket → Frontend::Agent::ToolBarModule
Frontend::ToolBarModule###12-Ticket::TicketSearchFulltext
by gears
29 Nov 2016, 01:05
Forum: Help
Topic: [SOLVED] Search box on OTRS 5
Replies: 2
Views: 379

[SOLVED] Search box on OTRS 5

The search box in the header of our OTRS 3.0.11 agent interface disappeared after updating to 5.0.14. The index.pl?Action=AgentTicketSearch magnifying glass link is still there to being up the full search menu but any way to restore the box for immediate text searches? Thanks
by gears
29 Nov 2016, 00:59
Forum: Help
Topic: navigation bar icons missing on IE11
Replies: 0
Views: 198

navigation bar icons missing on IE11

OTRS 5.0.14, Apache/2.2.22, Debian 7.11

Firefox 50 & Chrome 54 look right:
nav-FF.png



IE11 doesn't display icons since recently updating OTRS from 3.0.11 to 5.0.14 - I've tried setting or unsetting compatibility mode with no change. Any ideas?
nav-IE11.png
by gears
21 Nov 2016, 02:36
Forum: Help
Topic: [SOLVED] upgrading from 3.0 to current
Replies: 3
Views: 458

Re: upgrading from 3.0 to current

Thanks, upgrade from 3.0.11 to 5.0.14 is now completed with packages updated at each otrs version :D
by gears
20 Nov 2016, 19:29
Forum: Help
Topic: [SOLVED] upgrading from 3.0 to current
Replies: 3
Views: 458

Re: upgrading from 3.0 to current

To answer the first part of my own question, more options appeared after selecting the 'update repository information' link in the web interface at /otrs/index.pl?Action=AdminPackageManager. I was then able to use the upgrade links in the online repository section successfully for the FAQ & Surv...
by gears
20 Nov 2016, 18:59
Forum: Help
Topic: [SOLVED] upgrading from 3.0 to current
Replies: 3
Views: 458

[SOLVED] upgrading from 3.0 to current

OTRS 3.1.21 Debian 6.0.10 Apache 2.2.16 mysql Ver 14.14 Distrib 5.1.73 Setup test system and successfully upgraded 3.0.11 to 3.1.21 using /opt/otrs-3.1.21/UPGRADING. Is there a process to safely upgrade FAQ & Survey packages afterwards and retain their data? Also, when going through upgrade sequ...
by gears
19 Nov 2016, 02:52
Forum: Help
Topic: [SOLVED] POP3S: Auth for user failed!
Replies: 1
Views: 525

[SOLVED] POP3S: Auth for user failed!

I see "OTRS can now fetch email also over POP3/TLS connections" in the 3.3 release notes. Will find out if we can make it through updating from 3.0.11 to 3.3 with the system intact and retry the fetch with pop3tls. **Update #1** same problem with pop3s, pop3tls, imaps, or imaptls after upg...
by gears
18 Nov 2016, 21:49
Forum: Help
Topic: [SOLVED] POP3S: Auth for user failed!
Replies: 1
Views: 525

[SOLVED] POP3S: Auth for user failed!

Inbound pop mail fetch started failing today. I'm assuming something changed or was upgraded at the POP server that broke compatibility. Credentials have been confirmed working through a webmail portal which does list the emails OTRS is no longer able to fetch. Telnetting the server on pop3s port 99...
by gears
19 Apr 2013, 04:42
Forum: Help
Topic: IE10 with OTRS 3.0.7
Replies: 8
Views: 2420

Re: IE10 with OTRS 3.0.7

Using OTRS 3.0.11 - I found that the forms on customer + agent side would render correctly in IE10 by bringing up the IE10 ‘developer tools’ with F12 key and then select ‘Internet Explorer 7 Standards’ for the document mode. Forms were also at least "functional" with ‘IE8 Standards’ or ‘IE...
by gears
10 Feb 2012, 20:19
Forum: Help
Topic: FAQ Module: corrupted articles
Replies: 10
Views: 1788

Re: FAQ Module: corrupted articles

Still seeing same issue on an updated version of OTRS + FAQ OTRS System: Debian 6.0.3 amd64 running as a VM on VMWare ESXi 4.1.0 mysql Ver 14.14 Distrib 5.1.49, for debian-linux-gnu (x86_64) using readline 6.1 Apache/2.2.16 OTRS 3.0.11 FAQ 2.0.7 Everything is running locally on the same hard drive. ...
by gears
25 Jan 2012, 19:22
Forum: Help
Topic: Why are my customers able to authenticate as agents?
Replies: 15
Views: 2709

Re: Why are my customers able to authenticate as agents?

I decided to approach this from another angle rather than bang my head over the Config.pm GroupDN AccessAttr UserAttr further. What I ended up doing is probably not the right way to go about this but here's what I came up with by leveraging mod_auth_kerb + apache directly: in /etc/apache2/conf.d/otr...
by gears
24 Jan 2012, 21:59
Forum: Help
Topic: Why are my customers able to authenticate as agents?
Replies: 15
Views: 2709

Re: Why are my customers able to authenticate as agents?

I shuffled things around a bit and moved the OTRS group into the Users CN, so the group dn that i'm trying to use to restrict who can log into the agent page is now CN=OTRS,CN=Users,DC=mydomain,DC=com per the documentation @ http://doc.otrs.org/3.0/en/html/auth-backends.html # Check if the user is a...
by gears
30 Nov 2011, 17:49
Forum: Help
Topic: Sync phone number from AD
Replies: 5
Views: 1885

Re: Sync phone number from AD

You never cease to amaze me sir. :D What you've shown makes sense. I'm not quite brave enough to push this change through on the 'production' OTRS but I'm in the process of putting together a testing system and will give it a go there! Since my setup uses the same LDAP backend for both agents and cu...
by gears
30 Nov 2011, 01:13
Forum: Help
Topic: Sync phone number from AD
Replies: 5
Views: 1885

Re: Sync phone number from AD

strangely, I just tested this out on the customer side and it works instantly for all the attributes I've tested so far including the phone numbers. Even works on my own customer account which is also an agent account. Still can't get the agent side to pull in the additional attributes though. custo...
by gears
29 Nov 2011, 21:50
Forum: Help
Topic: A Few Questions
Replies: 3
Views: 509

Re: A Few Questions

1) my experience has been that when the customer reopens a ticket from their side, it is also reopened on the agent side. you can also configure OTRS to notify you on their followups.
2) Does this help? http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=362
by gears
29 Nov 2011, 21:40
Forum: Help
Topic: lost admin tab
Replies: 7
Views: 2407

Re: lost admin tab

Do you have all permissions options ticked for your account @ /otrs/index.pl?Action=AdminUserGroup;Subaction=Group;ID=2 ?
by gears
29 Nov 2011, 20:33
Forum: Help
Topic: Sync phone number from AD
Replies: 5
Views: 1885

Re: Sync phone number from AD

I'm having the same issue as the OP. The AD attribute 'title' syncs fine, but still unable to pull AD attribute 'telephoneNumber' or 'mobile'. I have confirmed these are all populated correctly in AD via ADSI Edit & AD Users consoles. Initially I started by enabling these in the agent preference...
by gears
29 Nov 2011, 01:16
Forum: Help
Topic: Unable to add more than one recipient to "reply" messages
Replies: 3
Views: 507

Re: Unable to add more than one recipient to "reply" message

this may be of interest to you: http://source.otrs.org/viewvc.cgi/otrs/CHANGES?revision=1.2029&view=markup

3.1.0 beta1 2011-11-22
18 - 2011-11-10 Fixed bug#5863 - Added autocomplete for Cc and Bcc in AgentTicketCompose
by gears
29 Nov 2011, 00:56
Forum: Help
Topic: can't add Agent with OTRS authenticating via LDAP
Replies: 7
Views: 3498

Re: can't add Agent with OTRS authenticating via LDAP

Show us your Config.pm so we have more to go on regarding how you set things up. I haven't quite worked out all the kinks in my own deployment yet, but it is up and running and I found these helpful in this area: http://doc.otrs.org/3.0/en/html/auth-backends.html http://devilx.net/2010/03/19/otrs-ld...
by gears
29 Nov 2011, 00:49
Forum: Help
Topic: Why are my customers able to authenticate as agents?
Replies: 15
Views: 2709

Re: Why are my customers able to authenticate as agents?

I think mrhaag sort of diverted this in another direction and I've been busy with other things but I'm revisiting it now. I'm sure I'm missing something owing to my experience level. Agents & customer accounts are both coming from the same LDAP backend but I thought that it might be possible to ...
by gears
05 May 2011, 18:14
Forum: Help
Topic: FAQ Module: corrupted articles
Replies: 10
Views: 1788

Re: FAQ Module: corrupted articles

I've been experiencing the same behavior consistently. Not sure If I should file a bug report at this point on OTRS or if there is something I am doing to trigger this behavior. Basically I have a somewhat long faq article with about 10 jpg images. Let's say about 3/4 times when editing the full art...
by gears
03 Apr 2011, 07:43
Forum: Howtos
Topic: Pass CGI environment variables IP hostname to TicketFreeText
Replies: 5
Views: 4423

Pass CGI environment variables IP hostname to TicketFreeText

Credit for this howto goes to Crythias. He answered my questions with the basics here: http://forums.otrs.org/viewtopic.php?f=61&t=8933 . Consider this just an expanded writeup for future reference. The goal I was going for was to create custom links in the AgentTicketZoom which display the cust...
by gears
03 Apr 2011, 06:52
Forum: Help
Topic: [SOLVED] Insert customer IP address into ticket?
Replies: 14
Views: 5125

Re: Insert customer IP address into ticket?

That worked great. I may submit a howto with your tips and the steps I went through along with a few other details to expand the possibilities

Thanks
:)
by gears
03 Apr 2011, 00:23
Forum: Help
Topic: [SOLVED] Insert customer IP address into ticket?
Replies: 14
Views: 5125

Re: Insert customer IP address into ticket?

Thanks for your reply. I've been researching a few areas of web development to expand my limited knowledge there and get a better understanding of your tips. I added document.compose.RichText.value = "$Env{"REMOTE_ADDR"}"; to Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl ...
by gears
01 Apr 2011, 20:32
Forum: Help
Topic: Why are my customers able to authenticate as agents?
Replies: 15
Views: 2709

Why are my customers able to authenticate as agents?

I've setup OTRS for AD SSO via Kerberos. I created a group in AD called OTRS and I thought I had my Config.pm set correctly to restrict agent logons to only members of this group but something is wrong. All employees are able to authenticate on the customer site at /otrs/customer.pl but any employee...
by gears
28 Mar 2011, 19:14
Forum: Help
Topic: [SOLVED] Insert customer IP address into ticket?
Replies: 14
Views: 5125

[SOLVED] Insert customer IP address into ticket?

My setup: OTRS 3.0.6 Debian 6.0 Apache 2.2 Is there a way to have the IP address of the computer posting the ticket parsed and inserted into the ticket body or the portion of the interface which views the ticket? I know the IP addresses are all showing up in /var/log/apache2/access.log but I'm not s...
by gears
24 Mar 2011, 21:46
Forum: Howtos
Topic: Humorous/entertaining MOTD
Replies: 2
Views: 4191

Humorous/entertaining MOTD

Setup used: OTRS 3.0.6 / Debian 6.0 / Apache 2.2 I'm sure there are other better ways to get the same result, but this is the method I devised with my limited knowledge. Another method could be to actually have it load anew with each page refresh. Keep in mind my MOTD is just to provide internal age...
by gears
25 Feb 2011, 18:36
Forum: Help
Topic: [SOLVED] Authentication succeeded no customer record found
Replies: 2
Views: 4748

Re: "Authentication succeeded, but no customer record is fou

To follow up, customer LDAP login appears to be working now after modifying the last section to be as follows. I'm still not 100% sure why this may have fixed it, but I'll be doing further testing: $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Para...
by gears
24 Feb 2011, 19:49
Forum: Help
Topic: [SOLVED] Authentication succeeded no customer record found
Replies: 2
Views: 4748

[SOLVED] Authentication succeeded no customer record found

OTRS 3.0.5 Debian Linux 6.0 amd64 + Apache Win2k8R2 AD DC I am evaluating and testing OTRS for the first time. Agents in our AD are able to login and authenticate and their AD account info populates correctly in the Agents listing of the Admin panel. I have set things up so only AD users who are mem...

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