Search found 807 matches

Go to advanced search

by root
22 Jun 2017, 07:01
Forum: Help
Topic: Stats Module not accessible
Replies: 7
Views: 171

Re: Stats Module not accessible

Hi Anna,

Well, then the next step could be checking your SysConfig if any module registration related to the statistic is changed. Backup the settings and reset them.

- Roy
by root
21 Jun 2017, 22:09
Forum: Help
Topic: Stats Module not accessible
Replies: 7
Views: 171

Re: Stats Module not accessible

Hi Anna,

What happens if you try to access /otrs/index.pl?Action=AgentStatistics;Subaction=Overview directly?

- Roy
by root
21 Jun 2017, 18:05
Forum: General
Topic: e-mail outbound automatically closes tickets
Replies: 3
Views: 46

Re: e-mail outbound automatically closes tickets

Hi Anna,

Sound like there is a special Ticket Notification configured. Check the ticket's history and you should find the name of the notification.

- Roy
by root
20 Jun 2017, 17:59
Forum: Help
Topic: All services arent listed.
Replies: 2
Views: 57

Re: All services arent listed.

Hi,

Maybe you did not selected them as default services? Admin => Customer User <-> Services => Edit default services

- Roy
by root
19 Jun 2017, 15:56
Forum: General
Topic: Where do the Closed Tickets save in OTRS?
Replies: 9
Views: 161

Re: Where do the Closed Tickets save in OTRS?

Hi,

Yes the database size will grow. For deleting tickets I recommend using a Generic Agent.

- Roy
by root
19 Jun 2017, 08:56
Forum: General
Topic: Workflow -> Change Ticket State
Replies: 3
Views: 117

Re: Workflow -> Change Ticket State

Hi,

AFAIK value are case sensitiv. Try closed.

- Roy
by root
17 Jun 2017, 11:19
Forum: Help
Topic: ITSMDueDate not visible
Replies: 7
Views: 259

Re: ITSMDueDate not visible

Hi Ruzetto,

Maybe the Addon Znuny4OTRS-AdvancedDynamicFields could helps you the next time:
2017-06-17 at 11.17 AM.jpg


It allows you to assign Dynamic Fields to Views and Overviews by drag'n'drop. It's available for free

- Roy
by root
15 Jun 2017, 19:10
Forum: Help
Topic: ITSMDueDate not visible
Replies: 7
Views: 259

Re: ITSMDueDate not visible

Hi,

The SysConfig of the Widget where you configured the DueDate (DefaultCoumns?)

- Roy
by root
15 Jun 2017, 17:30
Forum: Help
Topic: ITSMDueDate not visible
Replies: 7
Views: 259

Re: ITSMDueDate not visible

Hi,

please share a screenshot of your configuration.

- Roy
by root
15 Jun 2017, 10:57
Forum: Help
Topic: Widget dragging in dashboard not working !
Replies: 5
Views: 160

Re: Widget dragging in dashboard not working !

bmichelot wrote:Thanks for your reply Roy
How can i do that ? Checking my Javascript console for errors ?


This is how I start the Javascript console in Chrome"
2017-06-15 at 10.56 AM.jpg
by root
15 Jun 2017, 10:21
Forum: General
Topic: Regular Expression to filter emails - Postmaster filter
Replies: 11
Views: 3620

Re: Regular Expression to filter emails - Postmaster filter

Hi,

With a default OTRS 5 you can only capture one value. Maybe you can use https://opar.perl-services.de/dist/Enha ... lter-5.0.2 until OTRS 6 is released and stable. It's the from developer mentioned above (RenéeB)

- Roy
by root
14 Jun 2017, 16:22
Forum: Help
Topic: Widget dragging in dashboard not working !
Replies: 5
Views: 160

Re: Widget dragging in dashboard not working !

Hi,

Works for me with latest Chrome and macOS.

Did you checked your Javascript console for errors?

- Roy
by root
14 Jun 2017, 16:20
Forum: Help
Topic: [SOLVED] Ticket with deadline
Replies: 14
Views: 520

Re: [SOLVED] Re: Ticket with deadline

Hi,

bmichelot wrote:Just a quick message to tell you that I solved the issues by myself.


Maybe you like to share your solution?

- Roy
by root
12 Jun 2017, 20:05
Forum: Help
Topic: [SOLVED] Emails Filters Not Working
Replies: 5
Views: 172

Re: Emails Filters Not Working

Hi,

Yes, this is possible. Check the manual: http://doc.otrs.com/doc/manual/admin/st ... rs-headers The X-OTRS-Ignore header should the one you're looking for.

- Roy
by root
12 Jun 2017, 19:11
Forum: Help
Topic: [SOLVED] Emails Filters Not Working
Replies: 5
Views: 172

Re: Emails Filters Not Working

OTRS fetches all e-mails. Usually one uses OTRS to communicate with OTRS and not with an e-mail client anymore. The Postmaster Filter affect only the behavior within OTRS after they were fetched.
by root
09 Jun 2017, 15:49
Forum: Help
Topic: Send E-Mail when closing ticket
Replies: 1
Views: 124

Re: Send E-Mail when closing ticket

HI,

Use Ticket Notifications, TicketStateUpdate event with closed state as filter and customer as recipient. Done.

- Roy
by root
08 Jun 2017, 18:48
Forum: Help
Topic: Font style and size
Replies: 1
Views: 79

Re: Font style and size

Hi,

You can change this by creating a custom skin: http://doc.otrs.com/doc/manual/develope ... skins.html

- Roy
by root
08 Jun 2017, 11:37
Forum: Help
Topic: [SOLVED] Mail address used to send notifications
Replies: 4
Views: 114

Re: Mail address used to send notifications

And you also configured NotificationSenderEmail? This is not the EnvelopeAddress..
by root
08 Jun 2017, 11:27
Forum: Help
Topic: [SOLVED] Mail address used to send notifications
Replies: 4
Views: 114

Re: Mail address used to send notifications

Hi,

Should be NotificationSenderEmail in the SysConfig.

- Roy
by root
08 Jun 2017, 09:00
Forum: General
Topic: Upgrade CentOS 6, OTRS 4 > CentOS 7, OTRS 5
Replies: 2
Views: 139

Re: Upgrade CentOS 6, OTRS 4 > CentOS 7, OTRS 5

Hi,

From my experience with CentOS using the rpms everything should run smooth.

- Roy
by root
07 Jun 2017, 21:28
Forum: Help
Topic: [SOLVED]Downloads index.pl when opening
Replies: 4
Views: 118

Re: Downloads index.pl when opening

Hi,

nhughes wrote: Message: Can't load backend module Kernel::System::Auth::ConnectAD!


This module is deprecated (and not ported to OTRS 4 or 5), check https://github.com/rkaldung/ConnectAD for a link to MSDN and please use the native LDAP module.

- Roy
by root
07 Jun 2017, 19:10
Forum: Help
Topic: [SOLVED]Downloads index.pl when opening
Replies: 4
Views: 118

Re: Downloads index.pl when opening

Hi,

Did you checked the syntax of Config.pm? I did this as the otrs user from the directory /opt/otrs by executing

Code: Select all

perl -cw Kernel/Config.pm
.

Are there any errors in the Apache error log?

- Roy
by root
07 Jun 2017, 19:07
Forum: Help
Topic: TicketCreate with dynamic Field
Replies: 9
Views: 281

Re: TicketCreate with dynamic Field

HI,

I'll add some example to my Github account and post the URL to the repository here.

- Roy
by root
06 Jun 2017, 21:06
Forum: Help
Topic: TicketCreate with dynamic Field
Replies: 9
Views: 281

Re: TicketCreate with dynamic Field

AFAIK this is not possible with the XML-RPC interface and TicketCreate. With XML-RPC you expose the API and there are no parameter for dynamic fields: http://doc.otrs.com/doc/api/otrs/stable/Perl/Kernel/System/Ticket.pm.html#TicketCreate. For dynamic fields you have to implement more API calls. I st...
by root
06 Jun 2017, 20:39
Forum: Help
Topic: System Log Errors
Replies: 6
Views: 202

Re: System Log Errors

Hi,

Did you checked the OTRS log on the time the error is generated? Maybe there are some hints. I recommend to configure the highest available log level (pls keep an eye on your disk space)

- Roy
by root
06 Jun 2017, 17:42
Forum: General
Topic: Changing default Ticket Type
Replies: 1
Views: 110

Re: Changing default Ticket Type

Hi,

SysConfig, Ticket -> Core::Ticket -> Ticket::Type::Default

- Roy
by root
05 Jun 2017, 14:40
Forum: Help
Topic: Subtickets/Tasks
Replies: 1
Views: 83

Re: Subtickets/Tasks

With process tickets you can create new tickets with a transition action.
by root
03 Jun 2017, 16:35
Forum: Help
Topic: TicketCreate with dynamic Field
Replies: 9
Views: 281

Re: TicketCreate with dynamic Field

Is this the XML-RPC interface?
by root
02 Jun 2017, 16:37
Forum: Help
Topic: Schedule Import in OTRS using CRON Jobs
Replies: 5
Views: 236

Re: Schedule Import in OTRS using CRON Jobs

Hi

Create the appropriate crontab entry in an own file in var/cron and execute bin/Cron.sh to enable it

- Roy
by root
02 Jun 2017, 07:59
Forum: Help
Topic: OTRS is super SLOW
Replies: 2
Views: 143

Re: OTRS is super SLOW

Consumption of memory depends on many settings. Details on you setup were helpful (memory size, running services, etc).
When a process starts the memory footprint must not be the same after he runs a time.
by root
02 Jun 2017, 07:58
Forum: Help
Topic: System Log Errors
Replies: 6
Views: 202

Re: System Log Errors

Hi, How can I check the user used to run those daemons? Check which crontab contains the jobs with crontab -l otrs This show you the otrs user's crontab. Anyway, the home for OTRS user is set to /opt/otrs . Looks good. Die you configured var/cron/aaa_base and set an appropriate e-mail address where ...
by root
01 Jun 2017, 15:02
Forum: General
Topic: TicketSearch call from OTRS Webservice
Replies: 6
Views: 214

Re: TicketSearch call from OTRS Webservice

mohsinkhan009 wrote:Yes I have provide the username and passord


But you have enclosed TicketNumber by <Ticket> Die you tried it without?
by root
01 Jun 2017, 08:04
Forum: General
Topic: TicketSearch call from OTRS Webservice
Replies: 6
Views: 214

Re: TicketSearch call from OTRS Webservice

Well, I never touched the SOAP connector, sorry.

Did you tried this payload?

Code: Select all

<UserLogin>some user login</UserLogin>
<Password>some password</Password>
<TicketNumber>2016101243001044</TicketNumber>
by root
01 Jun 2017, 07:20
Forum: General
Topic: TicketSearch call from OTRS Webservice
Replies: 6
Views: 214

Re: TicketSearch call from OTRS Webservice

I assume you talk about the default REST web service. Try to add the parameters (see http://doc.otrs.com/doc/api/otrs/stable ... ch.pm.html) to the URL.
by root
31 May 2017, 20:30
Forum: General
Topic: URGENT HELP!: Can't locate Kernel/Config.pm
Replies: 4
Views: 204

Re: URGENT HELP!: Can't locate Kernel/Config.pm

fix the file permission, I'm pretty sure neither otrs nor the webserver user are member of the group root

run

Code: Select all

bin/otrs.SetPermission.pl
or

Code: Select all

chown otrs:apache /opt/otrs/Kernel/Config.pm


- Roy
by root
31 May 2017, 20:21
Forum: General
Topic: URGENT HELP!: Can't locate Kernel/Config.pm
Replies: 4
Views: 204

Re: URGENT HELP!: Can't locate Kernel/Config.pm

Do you have access via ssh/terminal? If yes what's the output of

Code: Select all

ls -al /opt/otrs/Kernel/
by root
31 May 2017, 20:18
Forum: Help
Topic: How to add a hyperlink to the ticket in excel report
Replies: 1
Views: 93

Re: How to add a hyperlink to the ticket in excel report

Hi Eric,

I don't see any chance to get this done with OTRS only. You could try to create a CSV report and modify the file with awk. The other option is commercial add-on.

- Roy
by root
31 May 2017, 17:29
Forum: General
Topic: OTRS 5 Upgrade with Navigation Menu Issue & NVD3 Core.UI.AdvancedChart Error
Replies: 9
Views: 262

Re: OTRS 5 Upgrade with Navigation Menu Issue & NVD3 Core.UI.AdvancedChart Error

Ok, compatibility mode is only available in the IE. Double check your SysConfig regarding the module registrations.
by root
31 May 2017, 16:24
Forum: General
Topic: OTRS 5 Upgrade with Navigation Menu Issue & NVD3 Core.UI.AdvancedChart Error
Replies: 9
Views: 262

Re: OTRS 5 Upgrade with Navigation Menu Issue & NVD3 Core.UI.AdvancedChart Error

Hi,

I suggest this error occurs in the IE, disable compatibility mode and you're done
by root
31 May 2017, 16:04
Forum: Help
Topic: Solved: OTRS::ITSM Config Item Class Definition Reference
Replies: 12
Views: 5699

Re: Solved: OTRS::ITSM Config Item Class Definition Reference

Sayannara wrote:Is it be possible to add a default value in the class definition ? If yes what's the syntax ?

Please don't hijack threads ;-)

Btw, this post is from 2011
by root
31 May 2017, 11:15
Forum: Help
Topic: Preselektion queue
Replies: 1
Views: 78

Re: Preselektion queue

Hi,

use the parameter Dest with the value QueueID||QueueName, e.g.

Code: Select all

Action=CustomerTicketMessage;Dest=1||Postmaster


- Roy
by root
31 May 2017, 07:25
Forum: General
Topic: Database - Dynamic fields
Replies: 1
Views: 117

Re: Database - Dynamic fields

Hi,

For Business Solution add-on you should contact the vendor.

- Roy
by root
30 May 2017, 19:25
Forum: General
Topic: Nagios Acknowledge Intergeration
Replies: 11
Views: 259

Re: Nagios Acknowledge Intergeration

pass the credentials like curl -u username:password http://example.com and enclose your URL with '
by root
30 May 2017, 17:10
Forum: General
Topic: Nagios Acknowledge Intergeration
Replies: 11
Views: 259

Re: Nagios Acknowledge Intergeration

Hi,

I woud try to open the url from the otrs server's shell with curl, maybe additional information is shown.
by root
30 May 2017, 17:08
Forum: General
Topic: [RESOLVED] OTRS 4 Web Service
Replies: 5
Views: 226

Re: OTRS 4 Web Service

Still support web services ;-)
by root
25 May 2017, 18:36
Forum: Help
Topic: Issue about customer contact and autoresponse
Replies: 3
Views: 166

Re: Issue about customer contact and autoresponse

How do they create the reply? Bu using he menu item 'send email' or by using a template? Best would be to provide a screenshot.
by root
24 May 2017, 15:58
Forum: Help
Topic: Forcing email notification (Ticket create or new note)
Replies: 3
Views: 133

Re: Forcing email notification (Ticket create or new note)

rovell74 wrote:Hi

is it possibile to send email notification also to the user who create a ticket or that whote a note a to a ticket?

Thanks for your help

Hi,

Yes this is possible. Check the SysConfig for AgentSelfNotifyOnAction

hth,
Roy
by root
24 May 2017, 15:38
Forum: Help
Topic: Slack2OTRS Integration
Replies: 1
Views: 116

Re: Slack2OTRS Integration

Hi 1.) I don´t know how to start the script via cmd. What i have to type in in the cmd field? The path of your script, use an absolute path and it should be executable by the otrs and web server user. Nobody know who triggers the GenericAgent. 2.) The ruby script is configured for MySQL. I am using ...
by root
24 May 2017, 06:59
Forum: Help
Topic: Issue about customer contact and autoresponse
Replies: 3
Views: 166

Re: Issue about customer contact and autoresponse

Agents do not reply by e-mail when they answer a client. They use the agent interface which is accessed with a browser.

Go to advanced search