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by root
19 Jul 2017, 08:24
Forum: General
Topic: Move tickets from one OTRS to other
Replies: 5
Views: 676

Re: Move tickets from one OTRS to other

Then you have two possible options:

  • Migrate all data and the delete the not needed or
  • delete tickets first and migrate then.

- Roy
by root
18 Jul 2017, 14:29
Forum: Help
Topic: Lock state after ticket closing
Replies: 1
Views: 120

Re: Lock state after ticket closing

By default it's unlock. I would consider checking GenericAgents maybe one's setting the lock permanent.
by root
18 Jul 2017, 14:27
Forum: General
Topic: how to add customer phone number in ticket search
Replies: 6
Views: 617

Re: how to add customer phone number in ticket search

The phone number is not a ticket attribute and therefore not available. Maybe it's an option to configure DynamicFieldFromCustomerUser (via SysConfig) to save the phone number with a ticket. But this will only work for future tickets or you have to touch each existing ticket manually.
by root
17 Jul 2017, 18:57
Forum: Help
Topic: Can't enable SecureMode
Replies: 1
Views: 99

Re: Can't enable SecureMode

Every time I try to enable SecureMode in the SysConfig on the web app, it diverts back to disabled. I even changed the line in the /Kernel/Config/Defaults.pm file. Every time I save, it goes back to "no" in the SecureMode field. What should I do? Check Kernel/Config.pm if it's set there. ...
by root
12 Jul 2017, 18:00
Forum: Help
Topic: Autmatic create users with LDAP
Replies: 2
Views: 155

Re: Autmatic create users with LDAP

Check the examples in Defaults.pm regarding AuthSyncModule - and don't modify this file, copy relevante parts into Config.pm
by root
07 Jul 2017, 09:04
Forum: Help
Topic: variables in Generic Agent note
Replies: 7
Views: 626

Re: variables in Generic Agent note

Fully ACK to Jojo. Just to add there a other companies too ;-)
by root
29 Jun 2017, 12:37
Forum: Help
Topic: Mapping External Backend End Customer User loosing the DropDown list of CustomerID
Replies: 2
Views: 165

Re: Mapping External Backend End Customer User loosing the DropDown list of CustomerID

HI,

What's the value of CustomerCompanySupport in you config?

- Roy
by root
29 Jun 2017, 06:46
Forum: General
Topic: dashboard settings
Replies: 1
Views: 1030

Re: dashboard settings

Hi Peter,

This is the upgrade documentation: http://doc.otrs.com/doc/manual/admin/5. ... ading.html

- Roy
by root
29 Jun 2017, 06:43
Forum: Help
Topic: Reports on Tickets Stats
Replies: 1
Views: 167

Re: Reports on Tickets Stats

Hi, Hello, Our supervisor want us to find a way to automatically generate reports on average first response time, average solution time, and, if possible, state change history for tickets from specific customers. These reports are for SLA purposes. I have done some research but still cannot find: 1....
by root
26 Jun 2017, 10:16
Forum: General
Topic: Procmail configuration
Replies: 8
Views: 1175

Re: Procmail configuration

Hi,

Just to clarify:

Do you want to RECEIVE mails via Postfix/Procmail or FETCH with fetchmail?

If you got problems in the first case consider the procmail log, as you can see in the maillog everything is properly passed to procmail.

- Roy
by root
26 Jun 2017, 10:11
Forum: General
Topic: file error - MetaFloater.tt: not found
Replies: 6
Views: 1290

Re: file error - MetaFloater.tt: not found

Hi,

The template AgentTicketZoom.tt changed in 5.0.20. Check if you've one in your Custom/ folder and what't the reason for.

- Roy
by root
26 Jun 2017, 09:15
Forum: General
Topic: Procmail configuration
Replies: 8
Views: 1175

Re: Procmail configuration

Hi,

Check all related logs. Are you really running three versions of OTRS?
Did you tried to run fetchmail interactive in verbnose mode?

- Roy
by root
26 Jun 2017, 09:01
Forum: General
Topic: Procmail configuration
Replies: 8
Views: 1175

Re: Procmail configuration

Hi,

There's (should) a bundled .fetchmairc.(dist) in every OTRS installation with an example.
by root
26 Jun 2017, 08:37
Forum: General
Topic: Procmail configuration
Replies: 8
Views: 1175

Re: Procmail configuration

What i am missing here? Hi, You missed nearly everything. The wiki article is about receiving and NOT fetching e-mails. Not a single word about .fetchmailrc It describes how to configure a postfix to receive(!) e-mails which were moved by using procmail into OTRS without being fetch from anywhere. ...
by root
23 Jun 2017, 19:07
Forum: Help
Topic: Cannot install FAQ 5.0.9 in OTRS 5.0.20
Replies: 4
Views: 284

Re: Cannot install FAQ 5.0.9 in OTRS 5.0.20

Hi, The error message "Permission denied" has a reason. In addition to this I've no idea why to perform a tarball with CentOS 7. The rpm does the job very well and parts like creating the otrs user are obsolete. But I'm strongly convinced that SELinux is the problem. In section d of you me...
by root
23 Jun 2017, 18:58
Forum: Help
Topic: Links in AgentTicketZoom are not working properly
Replies: 3
Views: 244

Re: Links in AgentTicketZoom are not working properly

Hi, I had similar issues which were introduced after an patch level update (5.0.x) and I was able to solve them by checking the SysConfig registration for changed module registrations. There were changed made before the update and with the update new Javascript files were deployed. But the update sc...
by root
23 Jun 2017, 16:37
Forum: Help
Topic: Cannot install FAQ 5.0.9 in OTRS 5.0.20
Replies: 4
Views: 284

Re: Cannot install FAQ 5.0.9 in OTRS 5.0.20

HI,

Could be the file permissions. Did you executed bin/otrs.SetPermissions.pl?

- Roy
by root
22 Jun 2017, 07:01
Forum: Help
Topic: Stats Module not accessible
Replies: 7
Views: 250

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: 250

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: 989

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: 145

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: 1284

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: 1038

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: 316

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: 316

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: 316

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: 211

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: 4693

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: 211

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: 602

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: 216

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: 216

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: 163

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: 105

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: 157

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: 157

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: 790

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: 152

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: 152

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: 363

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: 363

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: 304

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: 678

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: 118

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: 363

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: 284

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: 195

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: 304

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 ...

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