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by root
23 Nov 2017, 21:39
Forum: General
Topic: click to call implementation, get logged in Agent ID
Replies: 3
Views: 338

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: 6.0.1 Problem with custom dashboard widget
Replies: 3
Views: 68

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: 6.0.1 Problem with custom dashboard widget
Replies: 3
Views: 68

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: 1
Views: 39

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: 53

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: 3
Views: 338

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: 88

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: 1457

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: 233

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: 1
Views: 1695

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: 296

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: 7
Views: 289

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: 296

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: 321

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: [OTRS5] article draft
Replies: 5
Views: 275

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: 2880

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: 321

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: 225

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: 321

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: 321

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: 213

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: 321

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: 159

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: 212

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: 153

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: 4080

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: 169

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: 169

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: 262

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: 262

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: 262

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: 4558

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: 258

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: 530

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: 258

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: 246

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: 530

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
by root
23 Oct 2017, 14:43
Forum: Allgemeines
Topic: [LDAP-Authentifizierung] Zuweisung der Admin-Rollen
Replies: 7
Views: 198

Re: [LDAP-Authentifizierung] Zuweisung der Admin-Rollen

Hi,

war mein Fehler, hast Du die gesetzt? Das AuthSyncModul braucht eigene:

Code: Select all

$Self->{'AuthSyncModule::LDAP::AccessAttr'}
$Self->{'AuthSyncModule::LDAP::UserAttr'}


- Roy
by root
23 Oct 2017, 14:14
Forum: Help
Topic: Don't print internal note
Replies: 3
Views: 345

Re: Don't print internal note

Hi, copy AgentTicketPrint into Custom/Kernel/Modules/ Adjust this https://github.com/OTRS/otrs/blob/rel-5_0/Kernel/Modules/AgentTicketPrint.pm#L116 according to the other options shown here: http://doc.otrs.com/doc/api/otrs/stable/Perl/Kernel/System/Ticket/Article.pm.html#ArticleContentIndex - Roy
by root
23 Oct 2017, 14:02
Forum: Allgemeines
Topic: [LDAP-Authentifizierung] Zuweisung der Admin-Rollen
Replies: 7
Views: 198

Re: [LDAP-Authentifizierung] Zuweisung der Admin-Rollen

Hi,

Du hast das folgendes gepostet:

Code: Select all

$Self->{'AuthModule::LDAP::UserAttr1'} = 'DN';


für mich ist da die 1 am Ende des Confignamens zu viel.

- Roy
by root
23 Oct 2017, 11:55
Forum: Allgemeines
Topic: [LDAP-Authentifizierung] Zuweisung der Admin-Rollen
Replies: 7
Views: 198

Re: [LDAP-Authentifizierung] Zuweisung der Admin-Rollen

HI,

da ggf.noch die richtigen Werte für

Code: Select all

$Self->{'AuthModule::LDAP::AccessAttr'}
$Self->{'AuthModule::LDAP::UserAttr'}


- Roy
by root
19 Oct 2017, 21:38
Forum: General
Topic: 500 Internal Server Error At CI Creation
Replies: 5
Views: 7617

Re: 500 Internal Server Error At CI Creation

Hi,

both logs does not look like a web server error log. check /var/log/httpd or /var/log/apache2

- Roy
by root
19 Oct 2017, 20:56
Forum: General
Topic: 500 Internal Server Error At CI Creation
Replies: 5
Views: 7617

Re: 500 Internal Server Error At CI Creation

Hi,

There will be an entry created in the error_log of your web server, and also the OTRS log. Any detail would help.

- Roy
by root
18 Oct 2017, 14:17
Forum: Hilfe
Topic: [solved] CustomerAuth v. ext. DB - begrenzen?
Replies: 9
Views: 301

Re: CustomerAuth v. ext. DB - begrenzen?

steste123 wrote:Kann es daran liegen, dass active und disabled beides ENUM Felder mit 0,1 sind?


Ja, passe die IF-Clause an den Datentypen an
by root
18 Oct 2017, 12:12
Forum: Hilfe
Topic: [solved] CustomerAuth v. ext. DB - begrenzen?
Replies: 9
Views: 301

Re: CustomerAuth v. ext. DB - begrenzen?

Hi, wie der Name view schon sagt, eine andere Sicht auf die Dinge. Da muss man nichts tun, es werden stets die Daten aus der/den Originaltabellen angezeigt. Eingeschränkt sogar updatebar. Sonstige Einschränkungen hier: https://dev.mysql.com/doc/refman/5.7/en/view-restrictions.html - Roy
by root
18 Oct 2017, 11:25
Forum: Hilfe
Topic: [solved] CustomerAuth v. ext. DB - begrenzen?
Replies: 9
Views: 301

Re: CustomerAuth v. ext. DB - begrenzen?

Japp in dem Benutzersync ist es bereits mit active verbaut und alles gut. Aber - unseren Datenbankstruktur ist wie folgt - das müsste ich im Auth berücksichtigen: Benutzer darf sich einloggen wenn "active" = 1 und "disabled" = 0 (auf die Struktur habe ich keinen Einfluss) Die Fr...
by root
18 Oct 2017, 10:34
Forum: Hilfe
Topic: [solved] CustomerAuth v. ext. DB - begrenzen?
Replies: 9
Views: 301

Re: CustomerAuth v. ext. DB - begrenzen?

Hi, in der Standardtabelle customer_user wertet OTRS die Spalte valid_id aus (Wert siehe Tabelle valid): Lt https://github.com/OTRS/otrs/blob/rel-5_0/Kernel/Config/Defaults.pm#L1472 würde ich sagen man kann den Spaltennamen anpassen, was die Werte angeht kann ich nichts sagen ohne in den Code zu seh...
by root
16 Oct 2017, 17:59
Forum: Allgemeines
Topic: OTRS DBClone Fehler
Replies: 5
Views: 175

Re: OTRS DBClone Fehler

Auf dem OTRS Server läuft 64 Bit W2008R2 - wie kann das sein, das hier eine 32 Bit Grenze vorhanden ist. Nicht jede Applikation, hier Perl, muss 64-Bit sein. PS: Wie soll ich es auf einem Linux ausführen die DB liegt auf dem W2008R2 hier läuft auch der DB MSSQL Server, und von dieser DB möchte ich ...

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