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by root
06 Dec 2017, 20:48
Forum: Help
Topic: [SOLVED] OTRS 5.0.1 ITSM 5sP24: Customer Agent Ticket Zoom "Cannot read property 'Init' of undefined"
Replies: 6
Views: 229

Re: OTRS 5.0.1 ITSM 5sP24: Customer Agent Ticket Zoom "Cannot read property 'Init' of undefined"

Hi, Check if it's present in the file system /opt/otrs/var/httpd/htdocs/js/Core.UI.Floater.js if not you can pull it from https://github.com/OTRS/otrs/blob/rel-5_0/var/httpd/htdocs/js/Core.UI.Floater.js And don't forget to add it in the SysConfig. Clear all caches and run otrs.Console.pl with Maint:...
by root
05 Dec 2017, 14:47
Forum: Hilfe
Topic: regelmäßige "problem-emails" seit Update auf 6.0.1
Replies: 4
Views: 90

Re: regelmäßige "problem-emails" seit Update auf 6.0.1

Hallo,

haben denn die originalen E-Mails einen Header Message-ID?

- Roy
by root
05 Dec 2017, 12:31
Forum: Hilfe
Topic: [Gelöst]DBUpdate-Problem, Bitte um Hilfe bei Deutung der Fehlermeldung
Replies: 8
Views: 137

Re: DBUpdate-Problem, Bitte um Hilfe bei Deutung der Fehlermeldung

Hi, getent Ausgabe sagt mir a) das die primäre Gruppe (33) www-data ist (Ubuntu Standard) und der User OTRS keine Shell hat. Das muss nicht die Ursache sein, aber ich würde es mit usermod -s /bin/bash otrs fixen. Und ich würde das su stets mit dem Parameter - aufrufen um eine Loginshell zu nutzen. E...
by root
05 Dec 2017, 11:26
Forum: Hilfe
Topic: [Gelöst]DBUpdate-Problem, Bitte um Hilfe bei Deutung der Fehlermeldung
Replies: 8
Views: 137

Re: DBUpdate-Problem, Bitte um Hilfe bei Deutung der Fehlermeldung

Hi,

was liefert denn

Code: Select all

getent passwd otrs
und

Code: Select all

ls -l /opt/
?

- Roy
by root
04 Dec 2017, 15:26
Forum: General
Topic: OTRS 6 Upgrade on CentOS 6
Replies: 3
Views: 1113

Re: OTRS 6 Upgrade on CentOS 6

Hi,

A complete backup and restore is sufficient.

- Roy
by root
04 Dec 2017, 13:38
Forum: General
Topic: OTRS 6 Upgrade on CentOS 6
Replies: 3
Views: 1113

Re: OTRS 6 Upgrade on CentOS 6

Hi,

The bundled Perl version of CentOS 6 is too old.

- Roy
by root
02 Dec 2017, 21:12
Forum: Help
Topic: [SOLVED] OTRS 5.0.1 ITSM 5sP24: Customer Agent Ticket Zoom "Cannot read property 'Init' of undefined"
Replies: 6
Views: 229

Re: OTRS 5.0.1 ITSM 5sP24: Customer Agent Ticket Zoom "Cannot read property 'Init' of undefined"

Hi,

This file was introduced 6 months ago w/ 5.0.20 (https://github.com/OTRS/otrs/blame/rel- ... .xml#L6563). If you check the link you'll see which files should be mentioned in the SysConfig.

- Roy
by root
01 Dec 2017, 08:43
Forum: Help
Topic: [SOLVED] OTRS 5.0.1 ITSM 5sP24: Customer Agent Ticket Zoom "Cannot read property 'Init' of undefined"
Replies: 6
Views: 229

Re: OTRS 5.0.1 ITSM 5sP24: Customer Agent Ticket Zoom "Cannot read property 'Init' of undefined"

Hi,

I would check the SysConfig Framework => Core:Web Loader::Customer::CommonJS###000-Framework if there were modifications. If yes check what they are for (and remember them) and reset the setting. Then you should be able to reapply them.

- Roy
by root
30 Nov 2017, 19:30
Forum: Hilfe
Topic: Tickets importieren in neue OTRS-Version
Replies: 3
Views: 145

Re: Tickets importieren in neue OTRS-Version

Frage: Wie kann man Tickets exportieren und wieder importieren? Ist das möglich? AFAIK sollte es reichen die Datenbank weiter zu verwenden, d.h. wie mit einem normalen OTRS Update vorgehen und die SysConfig (ZZZAuto.pm) weglassen. Also kein wirklicher Export/Import. Vielleicht kann hier noch jemand...
by root
23 Nov 2017, 21:39
Forum: General
Topic: click to call implementation, get logged in Agent ID
Replies: 4
Views: 3527

Re: click to call implementation, get logged in Agent ID

Hi,

I hope you talk about the ID of the owner, then Data.OwnerID works.

- Roy
by root
22 Nov 2017, 23:20
Forum: Help
Topic: [SOLVED] 6.0.1 Problem with custom dashboard widget
Replies: 5
Views: 201

Re: 6.0.1 Problem with custom dashboard widget

Hi Marc, Sorry, I did not recognized these filter.. Sounds like a Javascript problem, do you have any errors in your browser console? I run a diff of AgentDashboardTicketGeneric.tt from OTRS 5 against OTRS 6 and they removed many Javascript parts. Looks like you have to do your whole customization a...
by root
22 Nov 2017, 22:32
Forum: Help
Topic: [SOLVED] 6.0.1 Problem with custom dashboard widget
Replies: 5
Views: 201

Re: 6.0.1 Problem with custom dashboard widget

Hi, If you use the dashboard only to show ticket with a specific ticket type there's no need to use a customer perl module and a custome templte (.tt). Use TicketGeneric with your custom xml file and adjust the parameter Attributes. In you case this should be TypeIDs=10. Heres a list of possible par...
by root
22 Nov 2017, 17:31
Forum: Help
Topic: impossible to send message to
Replies: 4
Views: 137

Re: impossible to send message to

Hi,

What's the exact version you've installed?

- Roy
by root
22 Nov 2017, 17:01
Forum: Help
Topic: [SOLVED] Restore not completely working
Replies: 4
Views: 71

Re: Restore not completely working

Hi,

What's teh content of the folder /root/otrs_backup/20171121_2300?

- Roy
by root
22 Nov 2017, 16:54
Forum: General
Topic: click to call implementation, get logged in Agent ID
Replies: 4
Views: 3527

Re: click to call implementation, get logged in Agent ID

Hi,

Did you tried UserID?

- Roy
by root
22 Nov 2017, 00:06
Forum: Help
Topic: Templates for creating new tickets
Replies: 2
Views: 105

Re: Templates for creating new tickets

Hi Neil,

You can add templates in the admin area. Choose the proper e.g. Call or E-Mail and assign the template to a queue. Then you can choose the template when creating a phone or e-mail ticket.

- Roy
by root
16 Nov 2017, 16:42
Forum: General
Topic: how to connect otrs 5 with LDAP
Replies: 1
Views: 4517

Re: how to connect otrs 5 with LDAP

Hi,

Please check your AlwaysFilter

- Roy
by root
15 Nov 2017, 15:54
Forum: Allgemeines
Topic: OTRS - Export Tickets bestimmter Queues
Replies: 3
Views: 272

Re: OTRS - Export Tickets bestimmter Queues

Hallo,

so wie es reneeb schon gesagt hat, alles mitnehmen. Dann kann man immer noch alles Löschen was man nicht braucht (via GenericAgente).

- Roy
by root
14 Nov 2017, 22:01
Forum: General
Topic: Synchronize AD user password on OTRS
Replies: 2
Views: 4742

Re: Synchronize AD user password on OTRS

Hi,

Your quetion is not pretty clear to me, so it's just a guess. If you like to get the AD user's password sychronized into the OTRS database. No, that't not possible and there's no need for it. Just configure LDAP authentication against you Domain Controller.

- Roy
by root
14 Nov 2017, 21:57
Forum: Hilfe
Topic: Mailer Daemon erstellt kein Ticket
Replies: 7
Views: 320

Re: Mailer Daemon erstellt kein Ticket

Warum fragst du? Wo kann ich ansetzen? Weil ja irgendwer dem Mailserver gesagt hat wo die MAILER-DAEMONS hingehen. Wie kann ich nicht sagen, es gibt zu viele Möglichkeiten, auch weil ich gar nicht weiss welcher MTA installiert ist. Mein erster Block wäre in /etc/aliases, aber grundsätzlich sollte d...
by root
14 Nov 2017, 13:50
Forum: Allgemeines
Topic: OTRS 5 Free mit zwei LDAP Anbindungen
Replies: 8
Views: 379

Re: OTRS 5 Free mit zwei LDAP Anbindungen

Hi, mach doch mal aus dem Block für Stuttgart der mit $Self->{CustomerUser} = {...} beginnt einmal $Self->{CustomerUser1} = {...} Dann ist da schon mal ein Anfang gemacht. Analog bei den Einstellungen zur Authentifizierung aus $Self->{'Customer::AuthModule::LDAP::Host'} = 'host.stuttgart'; wird $Sel...
by root
14 Nov 2017, 13:43
Forum: Hilfe
Topic: Mailer Daemon erstellt kein Ticket
Replies: 7
Views: 320

Re: Mailer Daemon erstellt kein Ticket

Hallo,

meine Vermutung: beim Update wurde der Server gewechselt. Kann das sein?

- Roy
by root
13 Nov 2017, 12:31
Forum: Allgemeines
Topic: Probleme mit E-Mail Versand
Replies: 12
Views: 355

Re: Probleme mit E-Mail Versand

Kann mir einer von euch sagen, wo ich da einen Fehler eingebaut haben kann. Der Sendmail wurde von einem "Linux Profi" damals eingerichtet. Ich habe jetzt eigentlich nur die Server / Zugangsdaten geändert. Hi, ohne zu wissen was genaue gemacht wurde, kann da niemand was genaues sagen. Mag...
by root
13 Nov 2017, 11:34
Forum: Help
Topic: [SOLVED] [OTRS5] article draft
Replies: 5
Views: 305

Re: [OTRS5] article draft

Hi,

Znuny offers a similar feature, contact me via pm if you like to get a test system.

- Roy
by root
13 Nov 2017, 08:22
Forum: General
Topic: Send ticket notifcations based on email address stored in dynamic field
Replies: 4
Views: 6091

Re: Send ticket notifcations based on email address stored in dynamic field

kongyong92 wrote:Kindly refer to the attached screen shots.


Hi,

I've asked you about your exact OTRS version ;-) . The feature you're asking for was introduced with OTRS 5.0.17, if interested check the changelog for 2/14/17.

- Roy
by root
12 Nov 2017, 09:48
Forum: Allgemeines
Topic: Probleme mit E-Mail Versand
Replies: 12
Views: 355

Re: Probleme mit E-Mail Versand

Hallo,

welcher lokale MTA (Postfix, Sendmail, Exim) ist denn auf dem OTRS Server installiert und wie wurde der konfiguriert?

- Roy
by root
10 Nov 2017, 21:11
Forum: Help
Topic: Remove Subject from Article
Replies: 1
Views: 234

Re: Remove Subject from Article

Hi,

every article is a combination of subject and body. The only way is to set a default value for the subject. This can be done for each view.

- Roy
by root
10 Nov 2017, 19:29
Forum: Allgemeines
Topic: Probleme mit E-Mail Versand
Replies: 12
Views: 355

Re: Probleme mit E-Mail Versand

root wrote:nutzt einen lokale MTA, den kann man i.d.R. einfacher konfigurieren und in OTRS nutzt man dann das Modul Sendmail.


Und ich dachte schon es besteht an einer Lösung Interesse...

¯\_(ツ)_/¯
by root
10 Nov 2017, 15:11
Forum: Allgemeines
Topic: Probleme mit E-Mail Versand
Replies: 12
Views: 355

Re: Probleme mit E-Mail Versand

TentamusIT wrote:Hi,

Es ist eine gemieteter Exchange Server, wo wir aber keine Konfigurationen durchführen können.


Ich meinte allerdings den OTRS Server, der wird ja wohl kaum auf einem Exchange laufen... Das sollte ein Linux sein und muss einfach nur mal ordentlich konfiguriert werden.
by root
10 Nov 2017, 15:10
Forum: Hilfe
Topic: Ticket Sperre: Bug?
Replies: 7
Views: 240

Re: Ticket Sperre: Bug?

wurzel wrote:falls ja, mal auf die letzte Version updaten


5.0.23 ist die aktuellste Version...
by root
10 Nov 2017, 15:06
Forum: Allgemeines
Topic: Probleme mit E-Mail Versand
Replies: 12
Views: 355

Re: Probleme mit E-Mail Versand

Hi, nutzt einen lokale MTA, den kann man i.d.R. einfacher konfigurieren und in OTRS nutzt man dann das Modul Sendmail. Das ist auch robuster ggü. Netzwerkproblemen. Ist die Gegenseite, also Euer Provider, mal nicht erreichbar, egal aus welchem Grund, versucht der das weiter. Anleitungen gibt es zuha...
by root
07 Nov 2017, 18:17
Forum: Help
Topic: SLA related to Business/Non-Business Hours
Replies: 2
Views: 168

Re: SLA related to Business/Non-Business Hours

Hi,

time related settings for escalations configured via queue and/or SLA cover only the business hours. We have a customer with a similar requirement and solved this with custom development.

- Roy
by root
06 Nov 2017, 08:17
Forum: Help
Topic: Ticket update notification
Replies: 3
Views: 224

Re: Ticket update notification

Hi Justin,

This is just the default configuration. You can adjust the settings to your needs, e.g. activate by default or remove the possibility that agents are able to enable/disable a notification. Check out the Ticket Notifications.

- Roy
by root
05 Nov 2017, 15:25
Forum: Help
Topic: empty DB Table gi_debugger_entry_content
Replies: 1
Views: 161

Re: empty DB Table gi_debugger_entry_content

Hi,

The easiest way should be configure the webservice debugging level to error and truncate the tables.
For e.g. PostgreSQL it should be a command like

Code: Select all

TRUNCATE TABLE gi_debugger_entry CASCADE;
.

Check your database documentation for the proper command and save your data before!

- Roy
by root
04 Nov 2017, 19:45
Forum: General
Topic: Agents as customers
Replies: 1
Views: 7018

Re: Agents as customers

Hi,

Yes, you'll need the person in the agent database and in the customer user database.

- Roy
by root
03 Nov 2017, 08:14
Forum: Help
Topic: Using full name for autocomplete in customer reply To: field
Replies: 3
Views: 176

Re: Using full name for autocomplete in customer reply To: field

Hi Neil,

you'll find all possible settings for LDAP here and the explanation for CustomerUserListFields there.

- Roy
by root
02 Nov 2017, 23:29
Forum: Help
Topic: Using full name for autocomplete in customer reply To: field
Replies: 3
Views: 176

Re: Using full name for autocomplete in customer reply To: field

Hi Neil,

The field which are searched in can be configure with the setting CustomerUserSearchFields of the CustomerUser configuration.
I suggest you use an LDAP, usually you'll find the configuration in the file Kernel/Config.pm.

- Roy
by root
02 Nov 2017, 20:06
Forum: Help
Topic: Two-factor authentication is not working
Replies: 6
Views: 280

Re: Two-factor authentication is not working

Hi,

I don't think it's the time zone, from my experience virtualized machines tend to 'fast forward' the time sometimes.
So, the time difference from the server should not differ more than 30/60 secondes from the real time.
Check this by running the command

Code: Select all

ntpdate -q pool.ntp.org


- Roy
by root
02 Nov 2017, 19:09
Forum: Help
Topic: Two-factor authentication is not working
Replies: 6
Views: 280

Re: Two-factor authentication is not working

Hi,

I still set it up on a test system within 5 minutes like you described it. Did you checked the time setup of your server? Especially virtual machine with VMware like to synchronize times as they like ;-)

- Roy
by root
02 Nov 2017, 17:44
Forum: Help
Topic: Two-factor authentication is not working
Replies: 6
Views: 280

Re: Two-factor authentication is not working

Hi,

AFAIK the secret should be 16 characters.

- Roy
by root
30 Oct 2017, 22:07
Forum: General
Topic: How to add custom widget in ticket information sidebar
Replies: 1
Views: 7559

Re: How to add custom widget in ticket information sidebar

Hi,

What should be the content?

- Roy
by root
27 Oct 2017, 08:26
Forum: Help
Topic: Can't stop to send email by notification
Replies: 4
Views: 264

Re: Can't stop to send email by notification

Hi,

Is it possible that you have a second system which is a copy?

- Roy
by root
25 Oct 2017, 10:33
Forum: Allgemeines
Topic: OTRS 5.0.22 Paket Verifizierung
Replies: 17
Views: 604

Re: OTRS 5.0.22 Paket Verifizierung

rrbs wrote:Ha, der Hinweis über die Verwendung eines "nicht" OTRS Tools wären hilfreich gewesen.


Echt? Das ist ein nicht OTRS Tool? Geht's hier um von oder für?
by root
25 Oct 2017, 07:24
Forum: Help
Topic: Can't stop to send email by notification
Replies: 4
Views: 264

Re: Can't stop to send email by notification

Hi,

Sounds like you have to fix the ticket's state. As long as the pending time is reached notifications will be send. That's what they are for.

- Roy
by root
24 Oct 2017, 07:20
Forum: Help
Topic: OTRS 5.0.13 TICKET IN MANAGEMENT
Replies: 5
Views: 265

Re: OTRS 5.0.13 TICKET IN MANAGEMENT

HI,

in the SysConfig, search for the Action parameter of the view, e.g. AgentTicketCompose check Frontend::Agent::Ticket::ViewCompose and modify the setting for RequiredLock.

- Roy
by root
23 Oct 2017, 15:26
Forum: Allgemeines
Topic: OTRS 5.0.22 Paket Verifizierung
Replies: 17
Views: 604

Re: OTRS 5.0.22 Paket Verifizierung

pfipf wrote:Can't perform POST on https://portal.znuny.com/api/otrs_cloud_service/: 401 Unauthorized


Da gab's ein Problem, der ist behoben.

- Roy

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