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by root
20 Sep 2017, 22:05
Forum: General
Topic: Add a Dropdown Field in the CI creation
Replies: 1
Views: 835

Re: Add a Dropdown Field in the CI creation

Hi,

Why don't ypu create your own General Catalog Items? I do that all the time, e.g. for SIM card sizes.

- Roy
by root
20 Sep 2017, 16:44
Forum: Hilfe
Topic: Daemon Jobs manuell starten
Replies: 3
Views: 94

Re: Daemon Jobs manuell starten

Hallo,

probier doch mal

Code: Select all

bin/otrs.Console.pl Admin::SysConifg::UnlockAll
und ja, zumindest bei der beta2 ist der Typo dabei ;-)

- Roy
by root
20 Sep 2017, 06:48
Forum: Help
Topic: Error when creating new queue
Replies: 3
Views: 105

Re: Error when creating new queue

Hi,

Looks like there went something wrong with one of the database migrations. This column was dropped with the update to 3.0
I recommend restoring from a backup and upgrade again. Maybe you should consider hiring a OTRS pro for this.

- Roy
by root
19 Sep 2017, 19:50
Forum: Help
Topic: OTRS 5.0.13 TICKET IN MANAGEMENT
Replies: 3
Views: 100

Re: OTRS 5.0.13 TICKET IN MANAGEMENT

batemanj wrote:That's default behavior as far as I know.


Exactly, it's locked when an agent performs outbound communication.

- Roy
by root
19 Sep 2017, 18:29
Forum: Help
Topic: OTRS 5.0.13 TICKET IN MANAGEMENT
Replies: 3
Views: 100

Re: OTRS 5.0.13 TICKET IN MANAGEMENT

Hi,

When it's not locked by default, e.g. when replying to an e-mail, the agents can lock the ticket on their own.

-Roy
by root
19 Sep 2017, 15:26
Forum: General
Topic: How to patch Otrs 5.0.7-1 to 5.0.23-1 - CentOs 7
Replies: 2
Views: 1014

Re: How to patch Otrs 5.0.7-1 to 5.0.23-1 - CentOs 7

Hi,

Did you have installed the rpm? Then a simple

Code: Select all

yum install http://ftp.otrs.org/pub/otrs/RPMS/rhel/7/otrs-5.0.23-01.noarch.rpm
is sufficient.

- Roy
by root
18 Sep 2017, 14:52
Forum: Hilfe
Topic: OTRS 6 Beta - verbindung zur Active Directory /LDAP
Replies: 8
Views: 138

Re: OTRS 6 Beta - verbindung zur Active Directory /LDAP

Hallo Anna,

gibt es denn Einträge im OTRS Logfile?

- Roy
by root
18 Sep 2017, 14:06
Forum: Allgemeines
Topic: AgentTicketLockedView Spalten größe
Replies: 7
Views: 128

Re: AgentTicketLockedView Spalten größe

auf die Gefahr hin dass ich erneut drauf hingewiesen werde, dass ich Werbung für ein Produkt machen würde... Gefahren gibt es da sicherlich nur, wenn man übertriebene Schleichwerbung betreibt ;-) Man kann ja auch offen damit umgehen wenn man für den Hersteller arbeitet. Oder ist das nicht mehr der ...
by root
13 Sep 2017, 11:22
Forum: Hilfe
Topic: OTRS5 kein PDF Versand möglich
Replies: 5
Views: 163

Re: OTRS5 kein PDF Versand möglich

Hi,

ich würde ja mal einen Blick ins Maillog des Mailservers werfen, das stinkt gewaltig nach Content-Scanning

- Roy
by root
12 Sep 2017, 16:22
Forum: Hilfe
Topic: [gelöst] Für Agent Authentifizierung mehrere LDAP Hosts angeben
Replies: 4
Views: 51

Re: Für Agent Authentifizierung mehrere LDAP Hots angeben

Hi,

nicht wirklich, muss schon ein Perl-Array sein. Eher so hier:

Code: Select all

my $LDAPServer  = [
  'dc1.example.com',
  'dc2.example.com',
  'dc2.example.com'
];

$Self->{'AuthModule::LDAP::Host'} = $LDAPServer;


- Roy
by root
12 Sep 2017, 13:24
Forum: Hilfe
Topic: [gelöst] Für Agent Authentifizierung mehrere LDAP Hosts angeben
Replies: 4
Views: 51

Re: Für Agent Authentifizierung mehrere LDAP Hots angeben

Hallo Chris,

ja das geht. Einfach beim Host ein Array als Parameter referenzieren.

- Roy
by root
12 Sep 2017, 13:19
Forum: Hilfe
Topic: Ticket in Queue verschoben - Benachrichtigung
Replies: 5
Views: 59

Re: Ticket in Queue verschoben - Benachrichtigung

Hallo Tom,

es ist ja problemlos möglich die Queue(s) anzugeben. Dazu beim Ticket Filter der entsprechenden Benachrichtiung die Queue(s) auswählen.

- Roy
by root
11 Sep 2017, 12:29
Forum: Help
Topic: Clean installation OTRS 6 Beta 1
Replies: 8
Views: 212

Re: Clean installation OTRS 6 Beta 1

Hi,

I'm sorry but I can't reproduce the error. Anything special you did? I use CentOS 7 minimal installation, SELINUX disabled, EPEL activated and OTRS RPM installation.

- Roy
by root
11 Sep 2017, 12:27
Forum: Hilfe
Topic: Vergleich der Inhalte dynamischer Felder in einer ACL
Replies: 7
Views: 122

Re: Vergleich der Inhalte dynamischer Felder in einer ACL

Hi,

aber nicht mir einer ACL in der Oberfläche. Da muss man schon ein wenig programmieren.
Eine solche, programmierte, ACL ist in einem Standard-OTRS vorhanden: https://github.com/OTRS/otrs/blob/rel-5 ... dChilds.pm

- Roy
by root
11 Sep 2017, 12:25
Forum: Help
Topic: OTRS removes agent roles
Replies: 5
Views: 115

Re: OTRS removes agent roles

Hi,

Do you use synchronise your roles?

- Roy
by root
08 Sep 2017, 12:13
Forum: Help
Topic: Clean installation OTRS 6 Beta 1
Replies: 8
Views: 212

Re: Clean installation OTRS 6 Beta 1

Hi,

I've got the rpm running without any issues on EL7. Did you checked /opt/otrs/bin/otrs.CheckModules.pl ?

- Roy
by root
08 Sep 2017, 12:10
Forum: Hilfe
Topic: Cronjob für automatische Statistiken
Replies: 6
Views: 135

Re: Cronjob für automatische Statistiken

Generell spricht aber nichts dagegen das in einem File zu machen? Ausser Übersicht und so? Hallo, nein spricht nichts dagegen. Auch nicht das in der SysConfig zu machen. Da ist halt ohne Extraarbeit die Anzahl der Jobs limitiert. Egal was man nimmt, reine Geschmackssache. Ich pack halt meistens noc...
by root
08 Sep 2017, 09:51
Forum: Hilfe
Topic: Cronjob für automatische Statistiken
Replies: 6
Views: 135

Re: Cronjob für automatische Statistiken

Hi, Lege für jede Statistik eine eigene Datei in /op/otrs/var/cron/ an. Ich nutze zum Beispiel Dateien mit dem Muster stats_nnnnn wobei nnnnn die Nummer der Statistik ist. Die Crontab wird dann als OTRS-Benutzer(!) mit bin/Cron.sh start erstellt, bzw. mit bin/Cron.sh stop gelöscht. Einen kleinen Hin...
by root
08 Sep 2017, 06:44
Forum: Help
Topic: [SOLVED] Shows EscalationSolutionTime in CustomerTicketZoom
Replies: 6
Views: 140

Re: Shows EscalationSolutionTime in CustomerTicketZoom

Hi, So far so good. But did you read the file Custom/README? Please copy the original file /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerTicketZoom.tt to /opt/otrs/ Custom /Kernel/Output/HTML/Templates/Standard/CustomerTicketZoom.tt and modify this one. This will work for nearly everything...
by root
07 Sep 2017, 18:14
Forum: Help
Topic: Customer Personal Area error
Replies: 5
Views: 150

Re: Customer Personal Area error

Hi,

It's always this way: first OTRS to 5.0.22 then ITSM to the same version. Install 5.0.22 and reinstall ITSM 5.0.22.
Do you have a proper working backup? ;-)

- Roy
by root
07 Sep 2017, 18:12
Forum: Help
Topic: Don't print internal note
Replies: 1
Views: 76

Re: Don't print internal note

HI,

This needs customization.

- Roy
by root
07 Sep 2017, 16:59
Forum: Help
Topic: Customer Personal Area error
Replies: 5
Views: 150

Re: Customer Personal Area error

HI,

Your ITSM version must always match your framework version.

-n Roy
by root
07 Sep 2017, 15:57
Forum: Allgemeines
Topic: Mehrfachauswahl Filterkriterien
Replies: 2
Views: 70

Re: Mehrfachauswahl Filterkriterien

Hi,

zwei Möglichkeite sehe ich da ad hoc:

- einfach mal "Mein Queues" anpassen und den Filter auswählen oder
- ein eigenes Dashboard bauen (neue XML Datei in Kernel/Config/Files) bzw. eines anpassen (Attributes in SysConfig)

- Roy
by root
06 Sep 2017, 16:52
Forum: Help
Topic: Arrival time tickets
Replies: 5
Views: 116

Re: Arrival time tickets

Hi,

My recommendation: switch away from pulling emails and use direct smtp with procmail.
- Roy
by root
06 Sep 2017, 12:08
Forum: Allgemeines
Topic: [Gelöst] OTRS Übersicht der Q's wird nicht mehr "korrekt" angezeigt.
Replies: 6
Views: 111

Re: OTRS Übersicht der Q's wird nicht mehr "korrekt" angezeigt.

cbg wrote:Aahh da hatte ich aber etwas dran gemacht! Ich wollte die "Pending Auto closure+" Tickets auch mit anzeigen lassen und hatte ein wenig dara rumgewerkelt.


Hi,

neue Zeile unter Status einfügen, Schlüssel ist dann die Datenbank-ID des neue Status und der Wert der name.

- Roy
by root
06 Sep 2017, 08:34
Forum: Allgemeines
Topic: [Gelöst] OTRS Übersicht der Q's wird nicht mehr "korrekt" angezeigt.
Replies: 6
Views: 111

Re: OTRS Übersicht der Q's wird nicht mehr "korrekt" angezeigt.

cbg wrote:ich bin mir nicht sicher, ob das dort zu finden ist: Konfigurationseinstellungen in Ticket → Frontend::Agent::Ticket::ViewQueue bearbeiten


Hallo,

gesucht wird Ticket => Frontend::Agent::Dashboard => DashboardBackend###0270-TicketQueueOverview ;-)

- Roy
by root
06 Sep 2017, 07:08
Forum: Help
Topic: Arrival time tickets
Replies: 5
Views: 116

Re: Arrival time tickets

Hi,

As jojo mentioned e-mail is a asynchronous service, check the RFC for smtp. But you can avoid the delay of the fetching interval by switching from pulling the e-mail to receiving them via the procmail metho.d

- Roy
by root
06 Sep 2017, 07:05
Forum: Allgemeines
Topic: [Gelöst] OTRS Übersicht der Q's wird nicht mehr "korrekt" angezeigt.
Replies: 6
Views: 111

Re: OTRS Übersicht der Q's wird nicht mehr "korrekt" angezeigt.

Hallo,

wie sieht denn die passende SysConfig aus?

- Roy
by root
05 Sep 2017, 19:56
Forum: Help
Topic: [SOLVED] Shows EscalationSolutionTime in CustomerTicketZoom
Replies: 6
Views: 140

Re: Shows EscalationSolutionTime in CustomerTicketZoom

Hi, Looks like this is not possible for CustomerTicketZoom, I quick checked the template https://github.com/OTRS/otrs/blob/rel-5_0/Kernel/Output/HTML/Templates/Standard/CustomerTicketZoom.tt. Maybe you can customize the template to display the SolutionTimeDestinationDate (see http://doc.otrs.com/doc...
by root
05 Sep 2017, 17:11
Forum: Help
Topic: [SOLVED] Shows EscalationSolutionTime in CustomerTicketZoom
Replies: 6
Views: 140

Re: Shows EscalationSolutionTime in CustomerTicketZoom

Hi,

Did you have defined a solution time in the queue or via a SAL?

- Roy
by root
04 Sep 2017, 08:19
Forum: Hilfe
Topic: Nach Update auf 5.0.22 keine Anmeldung möglich
Replies: 3
Views: 105

Re: Nach Update auf 5.0.22 keine Anmeldung möglich

Hallo Jens,

Schaltflächen ohne Funktion hört sich nach Javascript an. Hast Du mal den Browsercache komplett gelöscht? Ggf. hilft auch schon ein Blick in die Browserkonsole um evtl. Javascript Fehler zu sehen.

- Roy
by root
03 Sep 2017, 13:05
Forum: Allgemeines
Topic: OTRS LDAP Anbindung in mehreren Domänen
Replies: 1
Views: 56

Re: OTRS LDAP Anbindung in mehreren Domänen

Hallo,

es ist problemlos möglich mehrere Domänen anzubinden. Man sollte nur aufpassen bei der Wahl des Attributes für CustomerKey bzw. UID damit es da keine Überschneidungen gibt. So ist z.B. sAMAccountName nur innerhalb einer Domäne eindeutig.

- Roy
by root
31 Aug 2017, 15:48
Forum: General
Topic: Multi-Domain (LDAP) Authentication
Replies: 1
Views: 3357

Re: Multi-Domain (LDAP) Authentication

Hi Rich,

That's no problem. The only challenge is to determine which Active Directory attribute you use as the identifier.
E.g. the sAMAccountName could be a problem in a multi domain environment. Do you use authentication for agents and customer user? How does your configuration looks like?

- Roy
by root
30 Aug 2017, 16:44
Forum: General
Topic: Is it possible we can send dynamic field values via SOAP RPC?
Replies: 10
Views: 4352

Re: Is it possible we can send dynamic field values via SOAP RPC?

Hi,

This will work but I recommend using the GenericInterface with REST or SOAP (whatever your prefer).
An example client is available on my github repo https://github.com/rkaldung/otrs-gi-rest-php

- Roy
by root
30 Aug 2017, 16:07
Forum: Help
Topic: OTRS no update new tickets/mails.
Replies: 7
Views: 267

Re: OTRS no update new tickets/mails.

PS: I tried to execute the query "SELECT * FROM scheduler_task" and "SELECT * FROM scheduler_future_task" on my OTRS4 server currently working and I get the same error, but I only get the error when executing the query, it does not appear in the LOGS, as If it does in OTRS5. The...
by root
30 Aug 2017, 15:34
Forum: Help
Topic: OTRS no update new tickets/mails.
Replies: 7
Views: 267

Re: OTRS no update new tickets/mails.

Hi, Migrating away from the appliance is a good idea, using CentOS too. I'm convinced that something went wrong during the migration. Check which type of backup file the backup.pl created, pg_dump knows multiple and afaik there are incompatibilities if you have a version mismatch on the new server. ...
by root
30 Aug 2017, 14:20
Forum: Help
Topic: Copy article body to new ticket article body
Replies: 1
Views: 88

Re: Copy article body to new ticket article body

Hi Daniel,

I'm sorry, no chance with a legacy OTRS.

- Roy
by root
29 Aug 2017, 15:52
Forum: Help
Topic: Agent Groups via LDAP don't resync
Replies: 3
Views: 114

Re: Agent Groups via LDAP don't resync

Hi,

I recommend set the log level to debug (SysConfig => Framework => Core::Log) and try it again. You should find relevant log entries then.

- Roy
by root
28 Aug 2017, 21:09
Forum: Help
Topic: Agent Groups via LDAP don't resync
Replies: 3
Views: 114

Re: Agent Groups via LDAP don't resync

Hi,

Did you use nested groups? This won't work without configuration changes.

- Roy
by root
28 Aug 2017, 21:08
Forum: Help
Topic: New tickets via API
Replies: 2
Views: 112

Re: New tickets via API

Hi,

I've created an example REST client for PHP, see https://github.com/rkaldung/otrs-gi-rest-php
Should not be so hard to adopt.

- Roy
by root
25 Aug 2017, 17:41
Forum: General
Topic: Multiple Sort
Replies: 3
Views: 3935

Re: Multiple Sort

Hi Cliff,

As far as I saw it in the code, the SortBy parameter accepts only one value (see https://github.com/OTRS/otrs/blob/rel-5 ... Generic.pm).

- Roy
by root
23 Aug 2017, 21:49
Forum: Help
Topic: OTRS no update new tickets/mails.
Replies: 7
Views: 267

Re: OTRS no update new tickets/mails.

HI,

It looks like the migration went wrong. What exact commands did you executed (and as which user)?

- Roy
by root
22 Aug 2017, 18:16
Forum: Help
Topic: CMDB Locks up
Replies: 8
Views: 301

Re: CMDB Locks up

HI,

Did you checked the browser's console log for error?

- Roy
by root
21 Aug 2017, 11:03
Forum: General
Topic: Dynamic Sender Addresses
Replies: 2
Views: 4021

Re: Dynamic Sender Addresses

Hi exonix,

There an addon available for this use case: https://opar.perl-services.de/dist/Alte ... der-4.0.11

- Roy
by root
20 Aug 2017, 14:13
Forum: Help
Topic: Custom skin
Replies: 3
Views: 186

Re: Custom skin

Hi,

You don't have to copy the complete skin. You only need to change the CSS selector in the same nbamed files which applies to your changes.
I use the browser's inspector to find out.

- Roy
by root
20 Aug 2017, 10:36
Forum: Help
Topic: Custom skin
Replies: 3
Views: 186

Re: Custom skin

Hi,

Did you created the config file as described in the manualhttp://doc.otrs.com/doc/manual/developer/stable/en/html/skins.html#id-1.3.5.6?

- Roy
by root
19 Aug 2017, 10:36
Forum: Help
Topic: Quick questions about using Config Items in OTRS
Replies: 3
Views: 167

Re: Quick questions about using Config Items in OTRS

Hi,

1. You don't have to deal with the database, it's all handled by OTRS.
2. For this you have to search for an addon or develop sth. on your own.

- Roy

P.S.: I strongly advise to migrate your system to a supported version (4.0.x, 5.0.x).
by root
18 Aug 2017, 08:11
Forum: Help
Topic: Import of CI into CMDB results in Server Error
Replies: 2
Views: 123

Re: Import of CI into CMDB results in Server Error

Hi,

Maybe there is another httpd error_log, e.g. for ssl or a virtual host.

- Roy
by root
16 Aug 2017, 13:11
Forum: General
Topic: Follow up check fails when 2 numbers are in the header.
Replies: 1
Views: 4642

Re: Follow up check fails when 2 numbers are in the header.

Hi, When you change the ticket number format follow ups for existing tickets won't be recognized. The reason is that for the follow up detection the settings are used. The second number you talking about is the new format, right? We usually create a custom module to detect the old ticket number form...
by root
11 Aug 2017, 23:45
Forum: General
Topic: Default next state of the ticket
Replies: 1
Views: 4365

Re: Default next state of the ticket

Hi,

Check the SysConfig for Frontend::Agent::Ticket::ViewCompose###StateDefault

- Roy

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