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by reneeb
18 May 2018, 07:57
Forum: OTRS Developers
Topic: REST API to filter Data in all Tickets
Replies: 2
Views: 52

Re: REST API to filter Data in all Tickets

Code: Select all

otrs/nph-genericinterface.pl/Webservice/GenericTicketConnectorREST/Ticket?UserLogin=<>&Password=<>&TicketCreateTimeOlderDate=2018-01-01 00:00:00
by reneeb
17 May 2018, 15:10
Forum: Hilfe
Topic: Cannot delete or update a parent row: a foreign key constraint fails
Replies: 4
Views: 77

Re: Cannot delete or update a parent row: a foreign key constraint fails

Das Rollback war wohl nicht sauber (anscheinend nicht die DB gelöscht und komplettes Backup (Tabellendefinitionen und Daten) eingespielt)
by reneeb
17 May 2018, 14:27
Forum: Help
Topic: Ticket doesn´t shown process information
Replies: 5
Views: 57

Re: Ticket doesn´t shown process information

Do you have a DB cluster? Or different machines to deliver OTRS?
by reneeb
17 May 2018, 14:24
Forum: Help
Topic: log error after upgrading from otrs 4 to 5.0.6
Replies: 14
Views: 1261

Re: log error after upgrading from otrs 4 to 5.0.6

Were the steps 6.1 and 6.2 of the Upgrading manual successful?
by reneeb
17 May 2018, 14:23
Forum: Hilfe
Topic: OTRS 6 Migration schlägt fehl bei Step 8
Replies: 2
Views: 44

Re: OTRS 6 Migration schlägt fehl bei Step 8

Was gibt denn das CheckModules aus? Welches OS?
by reneeb
17 May 2018, 13:32
Forum: Help
Topic: log error after upgrading from otrs 4 to 5.0.6
Replies: 14
Views: 1261

Re: log error after upgrading from otrs 4 to 5.0.6

Did you upgrade via rpm or with source code?
by reneeb
16 May 2018, 16:12
Forum: Help
Topic: mass customuser import
Replies: 2
Views: 61

Re: mass customuser import

You can use the database as a second backend, or you can use the import/export module https://opar.perl-services.de/dist/Cust ... port-5.0.0
by reneeb
16 May 2018, 16:12
Forum: Help
Topic: SQL Box
Replies: 2
Views: 59

Re: SQL Box

Code: Select all

select * from dynamic_field_value where object_id = <ticket_id> where field_id in (68,69)
by reneeb
16 May 2018, 08:47
Forum: OTRS Developers
Topic: REST Web Services API availability in OTRS
Replies: 2
Views: 67

Re: REST Web Services API availability in OTRS

You have to pass the "AllArticles" parameter when you call the TicketGet endpoint https://github.com/OTRS/otrs/blob/maste ... Get.pm#L77
by reneeb
16 May 2018, 08:45
Forum: Help
Topic: Data is not being saved on otrs.dynamic_field_value table
Replies: 3
Views: 137

Re: Data is not being saved on otrs.dynamic_field_value table

The "default value" you define in the dynamic field is just the default value for the frontend. That doesn't mean the dynamic field is filled by default. You would need an event module that sets the values on TicketCreate event.
by reneeb
16 May 2018, 08:36
Forum: Help
Topic: GenericAgent - send mail?
Replies: 9
Views: 298

Re: GenericAgent - send mail?

That's something the script has to do...
by reneeb
15 May 2018, 17:34
Forum: Hilfe
Topic: Zusaätzliche Felder bei Customer Ticket
Replies: 3
Views: 83

Re: Zusaätzliche Felder bei Customer Ticket

Such mal nach AgentTicketZoom###DynamicField in der SysConfig.
by reneeb
15 May 2018, 17:32
Forum: General
Topic: OTRS 6 - Bulletin board
Replies: 7
Views: 118

Re: OTRS 6 - Bulletin board

No (not yet)
by reneeb
14 May 2018, 10:44
Forum: Help
Topic: OTRS Console password
Replies: 12
Views: 155

Re: OTRS Console password

Code: Select all

cd /opt/otrs
perl scripts/restore.pl -b /backup/2018-05-10_10-52 -d /opt/otrs
by reneeb
14 May 2018, 07:45
Forum: Help
Topic: OTRS Console password
Replies: 12
Views: 155

Re: OTRS Console password

You were already logged in as root. So, why do you want sudo permissions for "otrs"? Everything that needs root permissions, should be done as root, not otrs.

But changing the password for "otrs" is simple:

Code: Select all

root> passwd otrs
by reneeb
13 May 2018, 16:29
Forum: Allgemeines
Topic: OTRS 6.0.1 Avatar
Replies: 5
Views: 961

Re: OTRS 6.0.1 Avatar

maxcence++
by reneeb
13 May 2018, 16:27
Forum: Help
Topic: GenericAgent - send mail?
Replies: 9
Views: 298

Re: GenericAgent - send mail?

Why not set a dynamic field in the ticket when the GA did the job? Then you can use the ticket notifications...
by reneeb
08 May 2018, 19:20
Forum: Hilfe
Topic: Besitzerwechsel
Replies: 3
Views: 193

Re: Besitzerwechsel

Haben die "fehlenden" Agenten die Queue auch abonniert (Stichwort "Meine Queues" in den pers. Einstellungen)
by reneeb
08 May 2018, 19:19
Forum: Help
Topic: Data was only readable pure-perl YAML module.
Replies: 2
Views: 125

Re: Data was only readable pure-perl YAML module.

You should check which entries do trigger that error. The admin should then update those entries in the admin area. This could be something like Processes, Dynamic Fields, and such that stores configuration in YAML format. I bet you updated (or just installed) YAML::XS while the entries were written...
by reneeb
08 May 2018, 19:16
Forum: Hilfe
Topic: Systemprotokolle
Replies: 1
Views: 106

Re: Systemprotokolle

by reneeb
08 May 2018, 19:14
Forum: Help
Topic: Event Logs
Replies: 3
Views: 183

Re: Event Logs

Check all the tasks defined in the SysConfig. They all need a schedule (something that looks like "* * * * ...." or "*/10 * * * ...").
by reneeb
08 May 2018, 19:13
Forum: Hilfe
Topic: OTRS Ausgehende E-Mails werden nicht versendet.
Replies: 6
Views: 247

Re: OTRS Ausgehende E-Mails werden nicht versendet.

Schau mal ins Kommunikationsprotokoll, ob dort was steht...
by reneeb
07 May 2018, 19:27
Forum: Help
Topic: Data is not being saved on otrs.dynamic_field_value table
Replies: 3
Views: 137

Re: Data is not being saved on otrs.dynamic_field_value table

You wrote "sometimes". Can you find something that those tickets have in common? How do you save the default value?
by reneeb
07 May 2018, 19:26
Forum: Hilfe
Topic: OTRS Ausgehende E-Mails werden nicht versendet.
Replies: 6
Views: 247

Re: OTRS Ausgehende E-Mails werden nicht versendet.

Welche Meldungen kommen denn im Fehlerprotokoll?
by reneeb
04 May 2018, 11:25
Forum: Allgemeines
Topic: OTRS 6 Dateiablage auf dem FS statt in der DB
Replies: 11
Views: 614

Re: OTRS 6 Dateiablage auf dem FS statt in der DB

Es geht um das Verzeichnis, in das die Anhänge gespeichert werden sollen...
by reneeb
04 May 2018, 11:20
Forum: Hilfe
Topic: Suche nach inaktiven Kunden / Löschung unter DSGVO-Gesichtspunkten
Replies: 4
Views: 379

Re: Suche nach inaktiven Kunden / Löschung unter DSGVO-Gesichtspunkten

Was ich allgemein zum Datenschutz schon implementiert habe: * Sehr fein granulierte Queues und deren Gruppen, Rollen für die Agentenberechtigungen * Tagging für Kundenbenutzer, so dass ich auch externe auf das System lassen kann und derjenige nur ganz bestimmte Kundenbenutzer sieht (Funktioniert mom...
by reneeb
03 May 2018, 14:25
Forum: Allgemeines
Topic: Impressum etc. einblenden
Replies: 5
Views: 218

Re: Impressum etc. einblenden

Wenn Du das OTRS nicht anfassen willst, könntest Du einen kleinen Output-Filter schreiben, der im Customer-Footer Links zu beliebigen Dateien anzeigt. Diese Dateien musst Du dann nur noch in var/httpd/htdocs ablegen...

Ich schaue mal, ob ich das auf die Schnelle machen kann...
by reneeb
03 May 2018, 13:14
Forum: General
Topic: how to use StdSubject addon?
Replies: 7
Views: 528

Re: how to use StdSubject addon?

AgentTicketCompose is the key...
by reneeb
03 May 2018, 13:13
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 6
Views: 444

Re: Extracting email body information into Dynamic fields

Can you provide a sample mail (.eml file, but please anonymize the personal data)?
by reneeb
30 Apr 2018, 12:15
Forum: General
Topic: how to use StdSubject addon?
Replies: 7
Views: 528

Re: how to use StdSubject addon?

Not a free one that I'm aware of...
by reneeb
30 Apr 2018, 09:04
Forum: General
Topic: how to use StdSubject addon?
Replies: 7
Views: 528

Re: how to use StdSubject addon?

That's (currently) not possible with that addon...
by reneeb
30 Apr 2018, 08:51
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 6
Views: 444

Re: Extracting email body information into Dynamic fields

You should copy the regex to this thread. That would help us to read and test the regex...

You have quotes around "Sample Name". You sample mail has no quotes...
Add an \s+ after Sample.
by reneeb
30 Apr 2018, 08:48
Forum: Hilfe
Topic: Suche nach inaktiven Kunden / Löschung unter DSGVO-Gesichtspunkten
Replies: 4
Views: 379

Re: Suche nach inaktiven Kunden?

Ganz so einfach ist das ja nicht.... Erstens muss unterschieden werden, ob die eingehenden Mails für einen Geschäftsvorgang von Bedeutung sind oder nicht. Eine Anfrage von einem Nicht-Kunden muss demnach früher gelöscht werden als eine Mail die zu einem Vertrag führt. Kundeninformationen müssen auch...
by reneeb
30 Apr 2018, 08:39
Forum: Hilfe
Topic: Benachrichtigungen für Folgeaktionen werden (random) nicht verschickt
Replies: 3
Views: 374

Re: Benachrichtigungen für Folgeaktionen werden nicht verschickt

Haben die Agenten die Queue abonniert? Sind die Ticketbenachrichtigungen gültig? Taucht was im Log auf?
by reneeb
26 Apr 2018, 13:16
Forum: General
Topic: Access Control List for Agent queue access
Replies: 3
Views: 344

Re: Access Control List for Agent queue access

Why don't you use groups/roles?
by reneeb
26 Apr 2018, 13:15
Forum: Help
Topic: OTRS 5->6 upgrade error
Replies: 13
Views: 870

Re: OTRS 5->6 upgrade error

Run the script as otrs user...
by reneeb
26 Apr 2018, 13:14
Forum: Hilfe
Topic: [solved] Bug REST Webservice - Kundenfirmentickets - Ticketsearch
Replies: 37
Views: 1615

Re: [solved] Bug REST Webservice - Kundenfirmentickets - Ticketsearch

Nein, ich vermute eher, dass der Request nicht utf-8 kodiert ist (die Daten aber utf-8 kodiert in der DB liegen)...
by reneeb
26 Apr 2018, 11:30
Forum: Help
Topic: How to Get Parent "TicketID" from Child Ticket?
Replies: 5
Views: 379

Re: How to Get Parent "TicketID" from Child Ticket?

Try <ConfigItem Name="LinkObject::EventModulePost###EventModulePostTemplate" Required="0" Valid="1"> <Description Lang="en"></Description> <Group>Company</Group> <SubGroup>Company::EventModule</SubGroup> <Setting> <Hash> <Item Key="Module">Kernel::Sy...
by reneeb
25 Apr 2018, 13:44
Forum: Help
Topic: How to Get Parent "TicketID" from Child Ticket?
Replies: 5
Views: 379

Re: How to Get Parent "TicketID" from Child Ticket?

The link isn't available at the ticket create event. If the link is added automatically, you should check TicketLinkAdd event.
by reneeb
25 Apr 2018, 09:46
Forum: Hilfe
Topic: [solved] Bug REST Webservice - Kundenfirmentickets - Ticketsearch
Replies: 37
Views: 1615

Re: REST Webservice - Kundenfirmentickets - Ticketsearch

Ok, ich würde das als Bug in Kernel::GenericInterface::Operation::Ticket::TicketSearch einstufen. Wenn man sich als Kundenbenutzer einloggt, wird automatisch das CustomerUserLogin als Suchparameter gesetzt. Dadurch wird immer auf den User eingeschränkt. Weiterhin bedeutet das, dass man keine Suche n...
by reneeb
24 Apr 2018, 11:28
Forum: Help
Topic: OTRS 6.0.6 - Internal Server Error
Replies: 6
Views: 440

Re: OTRS 6.0.6 - Internal Server Error

Do you have any third-party addons installed? Did you upgrade them?

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