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by root
13 Feb 2018, 11:25
Forum: Help
Topic: OTRS 6 Upgrade - JSDataInsert: not found
Replies: 22
Views: 890

Re: OTRS 6 Upgrade - JSDataInsert: not found

Then I ran this command: bin/otrs.Console.pl Admin::Package::UpgradeAll and got some errors about packages that are not available for OTRS 6 (Znuny4OTRS-AttachmentMultiUpload). This on is not needed anymore with OTRS 6, uninstall it via otrs.Console.pl I didn't care about the additional packages as...
by root
13 Feb 2018, 11:01
Forum: Help
Topic: OTRS 6 Upgrade - JSDataInsert: not found
Replies: 22
Views: 890

Re: OTRS 6 Upgrade - JSDataInsert: not found

Hi,

Did you tried tyo install them one by one?
What's the output of

Code: Select all

bin/otrs.Console.pl Admin::Package::RepositoryList


- Roy
by root
12 Feb 2018, 18:18
Forum: Allgemeines
Topic: Prozessticket mit Variablen in Übergangfunktionen?
Replies: 2
Views: 116

Re: Prozessticket mit Variablen in Übergangfunktionen?

Hi, wie schon von Florian gesagt: in den Transition Actions werden Ticket-Attribute ersetzt. D.h <OTRS_TICKET_*> und <OTRS_TICKET_DynamicFIeld_*>. Das sieht man hier . Will man mehr, muss man zwangsläufig auf kommerzielle Addons zurückgreifen, diese bitten dann ggf. auch andere Tags wie <OTRS_CURREN...
by root
12 Feb 2018, 18:16
Forum: General
Topic: Hide invalid customer from dropdown list
Replies: 14
Views: 372

Re: Hide invalid customer from dropdown list

Hi,

ebaccini wrote:

Code: Select all

#        CustomerValid          => 'valid_id',



This says which column OTRS should evaluate if a customer user is valid or not. With commenting this out all of your customer user in this table are valid.

- Roy
by root
12 Feb 2018, 17:18
Forum: General
Topic: Hide invalid customer from dropdown list
Replies: 14
Views: 372

Re: Hide invalid customer from dropdown list

Hi,

ebaccini wrote:I really don't know where to check...



Maybe you'll show us your config and we may be able to help.

- Roy
by root
09 Feb 2018, 18:10
Forum: Hilfe
Topic: Abfrage Ticket-Article über rpc
Replies: 1
Views: 159

Re: Abfrage Ticket-Article über rpc

Hi, auch wenn es nicht wirklich zur Frage passt: ich kann nur empfehlen auf das GenericInterface umzusteigen. Damit erhaltet Ihr dir gleichen Daten. Die XML-RPC Schnittstelle ermöglicht einfach nur den Zugriff auf die interne API des OTRS-Framework. Und immer wenn die sich ändert muss angepasst werd...
by root
09 Feb 2018, 07:57
Forum: General
Topic: Survey Error - Invalid survey key.
Replies: 2
Views: 190

Re: Survey Error - Invalid survey key.

Hi,

That's why there is a tag like <OTRS_CONFIG_FQDN> and a SysConfig to configure the FQDN.

-Roy
by root
07 Feb 2018, 20:14
Forum: General
Topic: Customer History on Action "AgentTicketPhone"
Replies: 1
Views: 198

Re: Customer History on Action "AgentTicketPhone"

Hi,

I'm pretty sure that when you talk about customer you really talk about the customer user. The action shows you all tickets which have the same customerid, that's the reason.

- Roy
by root
06 Feb 2018, 21:21
Forum: Help
Topic: [SOLVED] Escalation Notification Emails - Disable
Replies: 2
Views: 245

Re: Escalation Notification Emails - Disable

Hi,

Did you checked the ticket history? Usually you'll find there the name of the notification which is send. If it's the same name like the one you've disabled it could be a bug.

- Roy
by root
06 Feb 2018, 17:39
Forum: General
Topic: Ticket::StorageModule DB / FS
Replies: 5
Views: 297

Re: Ticket::StorageModule DB / FS

Hi,

I suggest you use InnoDB engine for the OTRS tables. Depending on the setting of innodb_file_per_table a simple

Code: Select all

ALTER TABLE tablename ENGINE=InnoDB
frees the memory. If not I recommend asking your DBA.

- Roy
by root
02 Feb 2018, 11:42
Forum: Hilfe
Topic: OTRS6 Ticketcounter zurücksetzen
Replies: 4
Views: 190

Re: OTRS6 Ticketcounter zurücksetzen

Hallo,

hast Du dir schon mal die Tabelle angesehen?

Code: Select all

select * from ticket_number_counter;


Ich würde jetzt mal versuchen die Spalte counter auf 0 zu setzen (ungetestet)

- Roy
by root
02 Feb 2018, 11:38
Forum: Hilfe
Topic: [solved] AgentTicketMove###RequiredLock trotzdem unlocked
Replies: 3
Views: 141

Re: AgentTicketMove###RequiredLock trotzdem unlocked

Hi,

Schau mal in die SysConfig, Ticket, Core::Ticket das sind Eventmodule. AFAIK ist das so was wie UnlockOnMove

- Roy
by root
02 Feb 2018, 09:34
Forum: Help
Topic: Pause Email
Replies: 7
Views: 235

Re: Pause Email

Hi,

Receiving the error messages should be switched when to change your setup from pulling to pushing e-mails (hint: .procmailrc)

- Roy
by root
01 Feb 2018, 13:08
Forum: General
Topic: OTRS Performance Slow
Replies: 7
Views: 612

Re: OTRS Performance Slow

Hi, Looks like there failed something when installing or upgrading your system. My reference, vanilla system says for the first entry of the explain: 1 | SIMPLE | th | range | ticket_history_create_time,ticket_history_history_type_id,ticket_history_state_id,ticket_history_ticket_id | ticket_history_...
by root
01 Feb 2018, 12:56
Forum: Allgemeines
Topic: Tickets zusammenführen ohne Besitzer des Tickets zu sein
Replies: 3
Views: 195

Re: Tickets zusammenführen ohne Besitzer des Tickets zu sein

Hi,

Probier doch mal die SysConfig RequiredLock von AgentTicketMerge zu ändern.

- Roy
by root
31 Jan 2018, 21:20
Forum: General
Topic: OTRS Performance Slow
Replies: 7
Views: 612

Re: OTRS Performance Slow

Hi Kevin, what's the output of EXPLAIN SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON sq.id = st.queue_id INNER JOIN ticket_history th ON st.id = th.ticket_id WHERE 1=1 AND sq.group_id IN (14,15,16,19,20) AND th.history_type_id IN (1, 27) AND th.state_id IN (10, 2, 3) AND th.cre...
by root
31 Jan 2018, 14:21
Forum: General
Topic: OTRS Performance Slow
Replies: 7
Views: 612

Re: OTRS Performance Slow

kevinpattison wrote:This is on relatively low power hardware but this query is the only one causing significant problems.

What action in the UI is triggering this query?


Hey Kevin,

What's your OTRS version? Really 3.0?

- Roy

P.S.: Don't hijack old threads, just create a new one
by root
31 Jan 2018, 14:17
Forum: Help
Topic: SSO not working - Message: Need User!
Replies: 9
Views: 377

Re: SSO not working - Message: Need User!

Hi,

Did you checked if the name in the table users match the name in the access_log of the httpd?

- Roy
by root
26 Jan 2018, 20:44
Forum: Help
Topic: SSO not working - Message: Need User!
Replies: 9
Views: 377

Re: SSO not working - Message: Need User!

Hi,

Need User means that the name provided in REMOTE_USER is not a known agent. Create the manually or configure the AuthSyncModule

- Roy
by root
26 Jan 2018, 20:28
Forum: General
Topic: disable dynamic field from ACL
Replies: 3
Views: 259

Re: disable dynamic field from ACL

Hi,

Do you want to disable the dynamic field, in the way that it is not shown? This does not work with ACLs.

- Roy
by root
25 Jan 2018, 18:38
Forum: Help
Topic: Queue attribution base on "Customer City"
Replies: 3
Views: 199

Re: Queue attribution base on "Customer City"

Hi,

Check the SysConfig for DynamicFieldFromCustomerUser, this is an event handler which copy specified customer user field into dynamic fields on ticket creation/customer update. But you LDAP should contain the proper value (Office 1 and not Florida)

- Roy
by root
25 Jan 2018, 18:34
Forum: Hilfe
Topic: Ticketstatus in Queue-Übersicht beschränken
Replies: 4
Views: 178

Re: Ticketstatus in Queue-Übersicht beschränken

Hi,

dann bau Dir doch ein Dashboard-Widget, das ist im Grund ja nur eine Ticketsuche.

- Roy
by root
23 Jan 2018, 17:33
Forum: Help
Topic: [SOLVED] Creating a new ticket state type
Replies: 3
Views: 204

Re: [SOLVED] Creating a new ticket state type

Hi,

I'm pretty sure you'll run into other problems. Why not using the state resolved with the state type pending auto? The ticket types are hard coded and who can predict the behaviour with a new ticket type?

Just my two cents,

- Roy
by root
23 Jan 2018, 17:26
Forum: Help
Topic: 6.0.1 problem after upgrade
Replies: 10
Views: 489

Re: 6.0.1 problem after upgrade

ruzzetto wrote:thanks root... I modified too many files


Learn it the hard way ;-)

I recommend using the Custom/ folder and packaging the files.

- Roy
by root
20 Jan 2018, 10:04
Forum: Allgemeines
Topic: OTRS 6 Anhänge werden nicht hochgeladen
Replies: 8
Views: 415

Re: OTRS 6 Anhänge werden nicht hochgeladen

Wir hatten ein ähnliches Problem mal mit einer 5er-Instanz von OTRS. Da lag die Ursache des Problems letztlich daran, dass die Datenbank-Tabelle für die Attachments das falsche Format hatte. Die Lösung war entsprechend die Tabelle zu löschen und gemäß Installationsskript korrekt neu anzulegen. Hi, ...
by root
20 Jan 2018, 09:57
Forum: General
Topic: Update OTRS from 5.0.24 to 6.0.1
Replies: 7
Views: 1508

Re: Update OTRS from 5.0.24 to 6.0.1

The commands you see where provided by Znuny4OTRS-Repo and if the repo is installed in 5 you can upgrade also with --force. Anyway, I solved the error you showed on more than one system by package upgrading.

- Roy
by root
20 Jan 2018, 09:54
Forum: Hilfe
Topic: AgentTicketEmailOutbound über URL mit Template und Empfänger aufrufen
Replies: 4
Views: 193

Re: AgentTicketEmailOutbound über URL mit Template und Empfänger aufrufen

Das ist es, vielen Dank! Wissen? Getippt? Oder gibt es vielleicht einen Weg die möglichen Optionen zu prüfen oder auszulesen? In der Dokumentation habe ich nichts gefunden. Ich frage, da ich als nächstes gern noch den Betreff und Empfänger über die URL bestimmen möchte. Hi, es gibt da noch mehr Ort...
by root
20 Jan 2018, 09:42
Forum: Help
Topic: 6.0.1 problem after upgrade
Replies: 10
Views: 489

Re: 6.0.1 problem after upgrade

Hi,

As I mentioned in your other topic: upgrade all 3rd party packages, and also Znuny4OTRS-Repo via shell.

- Roy
by root
20 Jan 2018, 09:40
Forum: Help
Topic: OTRS 6 Upgrade - JSDataInsert: not found
Replies: 22
Views: 890

Re: OTRS 6 Upgrade - JSDataInsert: not found

After restating you should upgrade all package, even the 3rd party via shell.

- Roy
by root
18 Jan 2018, 17:36
Forum: General
Topic: Update OTRS from 5.0.24 to 6.0.1
Replies: 7
Views: 1508

Re: Update OTRS from 5.0.24 to 6.0.1

3)Remove every package, the last package should be 'Znuny-Repo' since all packages have a dependency on that one. /opt/otrs/bin/otrs.Console.pl Admin::Package::Uninstall Znuny4OTRS-Repo Now you can login to OTRS and go to Package Manager to reinstall the Znuny Packages. Upgrading Znuny4OTRS-Repo vi...
by root
18 Jan 2018, 17:07
Forum: Help
Topic: Stucking with LDAP connection
Replies: 1
Views: 149

Re: Stucking with LDAP connection

Hi,

Code: Select all

CustomerUserPostMasterSearchFields => ['mail'],


This is the field (could also be a list of fields) where OTRS is searching for the email address when an email is processed. Is this field used in your LDAP server?

- Roy
by root
18 Jan 2018, 07:40
Forum: Help
Topic: OTRS 6 ON CentOS 7 issues.
Replies: 16
Views: 487

Re: OTRS 6 ON CentOS 7 issues.

ragediver24 wrote:so i uninstalled otrs and reinstalled otrs from rpm and removed apache and reinstalled it. Now I'm getting a 500 server error when I try and browse to my site.


Must be logged somewhere.

- Roy
by root
17 Jan 2018, 19:10
Forum: General
Topic: Latest OTRS & CentOS versions
Replies: 4
Views: 225

Re: Latest OTRS & CentOS versions

We are running an outdated version of OTRS and probably not an optimal version of CentOS (version info below). So I'm not surprised that the CentOS updates weren't compatible with our OTRS version. Could you tell me what the lastest version of OTRS is, and what the Optimal version of CentOS is? Wou...
by root
17 Jan 2018, 18:55
Forum: Help
Topic: Different Ticket type lists
Replies: 7
Views: 157

Re: Different Ticket type lists

but is not working as I expect... But as designed. In ticket type list is filetring well, but all stats and graph are still showing all types. Create separate stats and graphs, that's easy. there's a way to split otrs like multicompany software? I mean like an cloud instance... I think they have on...
by root
17 Jan 2018, 18:40
Forum: Help
Topic: LDAP multivalue CustomerMap attributes
Replies: 7
Views: 229

Re: LDAP multivalue CustomerMap attributes

Hi,

That's possible with custom development by creating a event handler or modifying the LDAP backend.

- Roy
by root
17 Jan 2018, 10:53
Forum: Help
Topic: Different Ticket type lists
Replies: 7
Views: 157

Re: Different Ticket type lists

Hi,

Why don't share a screenshot of your ACL with us?

- Roy
by root
16 Jan 2018, 19:31
Forum: Help
Topic: Different Ticket type lists
Replies: 7
Views: 157

Re: Different Ticket type lists

Hi,

Just add all types and use ACLs to match each departments needs.

- Roy
by root
16 Jan 2018, 17:25
Forum: Hilfe
Topic: Fehler bei Customer-Anmeldung (gelöst)
Replies: 6
Views: 211

Re: Fehler bei Customer-Anmeldung

Hi,

SearchUserDN und SearchUserPw haben i.d.R. die gleichen Werte wie UserDN und UserPW bei CustomerUser.

- root
by root
16 Jan 2018, 16:50
Forum: Hilfe
Topic: [solved] REST Webservice - Kundenfirmentickets - Ticketsearch
Replies: 11
Views: 374

Re: API - Kundenfirmentickets - Ticketsearch

Wenn OTRS zu dem Kundenbenutzer der am Ticket hängt keinen Eintrag findet, dann zeigt er halt keine Kundendaten an.

- Roy
by root
16 Jan 2018, 16:48
Forum: Help
Topic: LDAP multivalue CustomerMap attributes
Replies: 7
Views: 229

Re: LDAP multivalue CustomerMap attributes

Snowmanko wrote:Do you think there is some way to change this ? We need to have multiple same attributes related to our Customers object.


This should be possible with custom development and depends on the use case. Which is?

- Roy
by root
16 Jan 2018, 16:47
Forum: Hilfe
Topic: Fehler bei Customer-Anmeldung (gelöst)
Replies: 6
Views: 211

Re: Fehler bei Customer-Anmeldung

NetGier wrote:Für Tipps wäre ich echt dankbar 8)


Hi,

das hat jedenfalls schon mal nichts mit der Anmeldung zu tun, sondern nur woher die Kundenbenutzer kommen.

- root
by root
16 Jan 2018, 08:52
Forum: Help
Topic: LDAP multivalue CustomerMap attributes
Replies: 7
Views: 229

Re: LDAP multivalue CustomerMap attributes

Hi,

OTRS uses the following code:

Code: Select all

my $Value = $Self->_ConvertFrom( $Result2->get_value( $Entry->[2] ) ) || '';


From the documentation of Net::LDAP:

In a scalar context returns the first value for the attribute or undef if the attribute does not exist.


- Roy
by root
14 Jan 2018, 17:37
Forum: Hilfe
Topic: [solved] REST Webservice - Kundenfirmentickets - Ticketsearch
Replies: 11
Views: 374

Re: API - Kundenfirmentickets - Ticketsearch

Bist du der Meinung, dass das mit den zwei Datenbanken und den teilweise doppelt vorhandenen Nutzern nicht das Problem sein kann? Hi, Du suchst ja nach Tickets mit einer Kundennummer bzw. einem Kundenbenutzerlogin und nicht nach den Kundenbenutzern. Das wird ggf. ein Problem wenn OTRS selber die Ku...
by root
13 Jan 2018, 16:32
Forum: Hilfe
Topic: [solved] REST Webservice - Kundenfirmentickets - Ticketsearch
Replies: 11
Views: 374

Re: API - Kundenfirmentickets - Ticketsearch

Hi, also wenn ich mir die möglichen Parameter ansehe, https://github.com/OTRS/otrs/blob/rel-5_0/Kernel/GenericInterface/Operation/Ticket/TicketSearch.pm#L117, dann bin ich mir sicher das der Paramete CustomerUserID falsch ist und Du entweder CustomerID bzw. CustomerUserLogin nehmen solltest. Custome...
by root
13 Jan 2018, 11:02
Forum: Hilfe
Topic: Customer list is not abailable
Replies: 2
Views: 151

Re: Customer list is not abailable

Hallo,

das sollten schon einige Einträge dann im Log sein. Schon mal reingesehen?

- Roy
by root
13 Jan 2018, 10:59
Forum: General
Topic: Open TicketZoom after a ticket creation
Replies: 2
Views: 206

Re: Open TicketZoom after a ticket creation

Hi,

That's a personal preference of the agent, he can switch from CreateTicket to TicketZoom on his own. System configuration is found by searching for CreateNextMask

- Roy
by root
12 Jan 2018, 19:11
Forum: Help
Topic: [Solved] Slow Performance after Upgrade from 5 to 6, 5 seconds timeouts
Replies: 2
Views: 186

Re: Slow Performance after Upgrade from 5 to 6, 5 seconds timeouts

Hi,

As I read in your german thread it works well with a new database and only occur with the migrated data. Did you check for missing indexes? I would enable slow query logging.

- Roy
by root
12 Jan 2018, 07:13
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 554

Re: OTRS not handling procmail

What't the primary group of the OTRS user? Should be apache on a CentOS.

- Roy
by root
11 Jan 2018, 22:02
Forum: Help
Topic: OTRS 6 ON CentOS 7 issues.
Replies: 16
Views: 487

Re: OTRS 6 ON CentOS 7 issues.

Hi Kris,

What does the log error_log contain?

- Roy

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