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by root
23 May 2017, 19:47
Forum: General
Topic: Clock 2 dial in OTRS 5
Replies: 4
Views: 15

Re: Clock 2 dial in OTRS 5

Where can i modify the link of Customer User/Company? Usually in Kernel/Config.pm, maybe in a *.pm in Kernel/Config/Files/ and if you did not modified it until no in Kernel/Config/Defaults.pm (don't modify this file, copy relevant parts into Kernel/Config.pm I am trying to modify the click 2 dial o...
by root
23 May 2017, 17:59
Forum: General
Topic: Clock 2 dial in OTRS 5
Replies: 4
Views: 15

Re: Clock 2 dial in OTRS 5

By configuring/modifying the link of a value in the CustomerUser/Company mapping to sth. like
call://[% Data.UserPhone %]
is this possible. Which URL you have to create depends on your VoIP client.
by root
22 May 2017, 20:30
Forum: Help
Topic: OTRS Active Directory - Customers coming in as Agents
Replies: 3
Views: 115

Re: OTRS Active Directory - Customers coming in as Agents

I use it this way agent sync (because I mostly have Kerberos SSO) $Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'member:1.2.840.113556.1.4.1941:'; $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = { 'CN=OTRS-AGENTS-xx,OU=Roles,OU=OTRS,OU=x,O...
by root
20 May 2017, 09:13
Forum: Help
Topic: OTRS Active Directory - Customers coming in as Agents
Replies: 3
Views: 115

Re: OTRS Active Directory - Customers coming in as Agents

You have to restrict the users who can login (and sync automatically) into the agent interface via a group. See https://github.com/OTRS/otrs/blob/rel-5_0/Kernel/Config/Defaults.pm#L425 Please don't change this file, use the settings in your Config.pm For nested groups within AD search for LDAP_MATCH...
by root
19 May 2017, 15:37
Forum: Help
Topic: Disable subqueue in customer view
Replies: 2
Views: 97

Re: Disable subqueue in customer view

Hi

Check the SysConfig setting CustomerPanelOwnSelection

This should help

hth,
Roy
by root
19 May 2017, 12:26
Forum: General
Topic: Hide quoted text for incoming mails?
Replies: 3
Views: 126

Re: Hide quoted text for incoming mails?

Ok, I don't expected that on incoming e-mails, didn't read careful enough. For incoming I don't see any chance with configuration. Maybe a postmaster filter could strip the content. But I would not modify incoming e-mails.
by root
19 May 2017, 12:24
Forum: Help
Topic: Event notifications with attachment
Replies: 3
Views: 91

Re: Event notifications with attachment

AFAIK, this will include an attachment if the event is article related and the article contains an attachment.
by root
18 May 2017, 12:54
Forum: General
Topic: Hide quoted text for incoming mails?
Replies: 3
Views: 126

Re: Hide quoted text for incoming mails?

Search the SysConfig for Ticket::Frontend::ResponseFormat
by root
18 May 2017, 08:55
Forum: Help
Topic: Problem: Performance on OTRS
Replies: 3
Views: 122

Re: Problem: Performance on OTRS

There are many reasons for performance impacts:

Check the kernel ring buffer (dmesg), disk io with vmstat, memory consumption of all processes, enable the slow query log of your database.
Stop unnecessary services and processes. If this is a virtual machine check the host's performance.
by root
18 May 2017, 07:04
Forum: General
Topic: issues with otrs.daemon.pl
Replies: 2
Views: 100

Re: issues with otrs.daemon.pl

Wrong forum, anyway. The su command asks for the password of the user you like to substitute. That's otrs in this case. I recommand to execute this command as the otrs user himself.
by root
17 May 2017, 16:08
Forum: Help
Topic: Body Missing on trail mails sometimes
Replies: 3
Views: 107

Re: Body Missing on trail mails sometimes

You have to go the complete path 3.0.x -> 3.1.latest -> 3.2.latest -> 4.0.latest -> 5.0.latest.

Only OTRS 4 and 5 are the current versions.
by root
17 May 2017, 11:12
Forum: General
Topic: Auto response for customer and agent notification doesnt work
Replies: 11
Views: 235

Re: Auto response for customer and agent notification doesnt work

Or one of the other companies which offer support for OTRS, see viewtopic.php?f=104&t=8247&p=89605
by root
16 May 2017, 16:45
Forum: General
Topic: Auto response for customer and agent notification doesnt work
Replies: 11
Views: 235

Re: Auto response for customer and agent notification doesnt work

What's the value for NotificationSenderEmail in the SysConfig?
by root
16 May 2017, 12:36
Forum: General
Topic: OTRS 4 Web Service
Replies: 1
Views: 90

Re: OTRS 4 Web Service

Yes, it does
by root
15 May 2017, 19:06
Forum: Help
Topic: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42 Perl: 5.16.3 OS: linux
Replies: 5
Views: 119

Re: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42 Perl: 5.16.3 OS: linux

There is no outbound restrictive firewall ACL on the host or on the network perimeter. And, as I mentioned, the same IMAP account is currently used successfully to create and respond to tickets. I read that you mentioned this. But the DNS name outlook.office365.com is a geobased, loadbalanced entry...
by root
15 May 2017, 18:25
Forum: Help
Topic: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42 Perl: 5.16.3 OS: linux
Replies: 5
Views: 119

Re: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42 Perl: 5.16.3 OS: linux

Hi Scott,

Is there a firewall which restricts the outgoing connection from the OTRS server? I've had exactly problem with some customer.
by root
13 May 2017, 07:39
Forum: Help
Topic: remove a queue from 7 days stats
Replies: 3
Views: 187

Re: remove a queue from 7 days stats

An agent will only see the stats (and tickets) where here has access. Add a new group, assign this group to the zabbix queue. The result is that you won't see them in the 7day stat. But you can't handle them. I'm pretty sure that this is not want you want. I recommend creating a dashboard statistic ...
by root
12 May 2017, 15:45
Forum: Help
Topic: remove a queue from 7 days stats
Replies: 3
Views: 187

Re: remove a queue from 7 days stats

Remove your permission on the Zabbix queue
by root
08 May 2017, 22:54
Forum: Help
Topic: OTRS 5s log error notifications to root@localhost
Replies: 4
Views: 99

Re: OTRS 5s log error notifications to root@localhost

Check the content of var/cron/aaa_base, this file contains the MAILTO setting which is used when the Daemon is started via cron. Try a valid e-mail address or set it to

Code: Select all

MAILTO=
by root
08 May 2017, 21:12
Forum: General
Topic: Updating perl modules used by OTRS
Replies: 4
Views: 143

Re: Updating perl modules used by OTRS

This is my result of yum info perl-Archive-Zip [root@mx1 ~]# Installed Packages Name : perl-Archive-Zip Arch : noarch Version : 1.30 Release : 2.el6 Size : 300 k Repo : installed From repo : base Summary : Perl library for accessing Zip archives URL : http://search.cpan.org/dist/Archive-Zip/ License...
by root
08 May 2017, 07:35
Forum: General
Topic: Updating perl modules used by OTRS
Replies: 4
Views: 143

Re: Updating perl modules used by OTRS

With an RHEL6 and enabled EPEL repository all required Perl modules can be installed via yum. As long there is no bug or security issue I would not update any module - especially by manually installing/compiling them.
Was there a specific reason to maintain some modules via cpan?
by root
04 May 2017, 11:51
Forum: Help
Topic: Importing data to OTRS
Replies: 9
Views: 334

Re: Importing data to OTRS

Loop over your systems entities, convert them into appropriate onjetcs for otrs and import them. E.g. with the GenericInterface
by root
04 May 2017, 11:29
Forum: Help
Topic: Importing data to OTRS
Replies: 9
Views: 334

Re: Importing data to OTRS

AFAIK there's no way to import ticket with the ImportExport module. I've managed a complete migration for a customer from Kayako to OTRS, but this was custom development. There's no default way, sorry.
by root
03 May 2017, 19:01
Forum: Help
Topic: Mail CustomerID blank after update to 5.0.18
Replies: 2
Views: 72

Re: Mail CustomerID blank after update to 5.0.18

Search the SysConfig for AutoAssignCustomerIDForUnknownCustomers and read the explanation carefully.
by root
03 May 2017, 11:14
Forum: Help
Topic: Priority Color [SOLVED]
Replies: 4
Views: 98

Re: Priority Color

There is a free addon available via the Znuny4OTRS-Repo. After installing the repo addon you can install the addon Znuny4OTRS-CustomPriorityColor
by root
03 May 2017, 11:11
Forum: Help
Topic: [SOLVED] Custom image as header
Replies: 14
Views: 268

Re: Custom image as header

What's the location of myimage.png in the filesystem?
by root
03 May 2017, 11:10
Forum: Help
Topic: Email fetching does not work
Replies: 8
Views: 159

Re: Email fetching does not work

bitkis wrote:And sometimes this:
[Error][Kernel::System::State::StateLookup][589] No State for open found!
[Error][Kernel::System::State::StateLookup][589] No State for pending reminder found!

Made no changes, some days it works and then again not.


Did you renamed the state names?
by root
03 May 2017, 07:21
Forum: Help
Topic: Filter Not working in Dashboard.
Replies: 1
Views: 50

Re: Filter Not working in Dashboard.

Looks like there is a Name setting missing for a dashboard.
by root
01 May 2017, 12:50
Forum: General
Topic: Google OAuth for OTRS
Replies: 8
Views: 1188

Re: Google OAuth for OTRS

Within OTRS you have to use the HTTPBasicAuth, Apache httpd handels authentication with mod_auth_openidc. The documentation has examples.
by root
01 May 2017, 10:49
Forum: General
Topic: Google OAuth for OTRS
Replies: 8
Views: 1188

Re: Google OAuth for OTRS

AFAIK there is no mod_auth_oath available. For authentication with Google you could consider mod_auth_openidc which use Google as an OpenID provider. Check out https://github.com/pingidentity/mod_auth_openidc
by root
28 Apr 2017, 19:21
Forum: Help
Topic: Queue View - Default to All tickets not Available tickets
Replies: 5
Views: 184

Re: Queue View - Default to All tickets not Available tickets

Ok, did you compared your SysConfig of both systems? Is the file Kernel/Config/Files/ZZZAuto.pm. Maybe it's a KIX feature - sth. I really not willing to dig into
by root
28 Apr 2017, 19:17
Forum: Help
Topic: [SOLVED] New installation and customization
Replies: 13
Views: 385

Re: New installation and customization

ruzzetto wrote:"AH01215: Message: No UserID found for 'myusername'!"

i suppose it could be a autosync issue.....could be?


Looks like that there's no agent with the login myusername. Configure fix the sync or add the user first manually to confirm the LDAP authentication
by root
28 Apr 2017, 13:05
Forum: Help
Topic: [SOLVED] New installation and customization
Replies: 13
Views: 385

Re: New installation and customization

Ok, and no error message?
by root
28 Apr 2017, 12:21
Forum: Help
Topic: [SOLVED] New installation and customization
Replies: 13
Views: 385

Re: New installation and customization

I only referred to the error message ("DSID-03100238, problem 2001") that indicates a possibly wrong DN. What are the members of the group? Users or other groups? Nested group are not supported by OTRS. And: read this carefully: Search failed! base='CN=Domain Users,OU=Users,DC=MYCOMPANY,DC...
by root
28 Apr 2017, 11:17
Forum: Help
Topic: Queue View - Default to All tickets not Available tickets
Replies: 5
Views: 184

Re: Queue View - Default to All tickets not Available tickets

Add ;Filter=All to the Link value in Frontend::Agent###AgentTicketQueue (Moduleregistration) and maybe in the toolbar settings too
by root
28 Apr 2017, 11:14
Forum: Help
Topic: [SOLVED] New installation and customization
Replies: 13
Views: 385

Re: New installation and customization

Please double check all DNs for proper spelling
by root
27 Apr 2017, 19:35
Forum: Help
Topic: Article transfer
Replies: 8
Views: 252

Re: Article transfer

No way to move the article, only to copy by splitting with the selected article.
by root
27 Apr 2017, 19:33
Forum: Help
Topic: Ticket follow-up notification error
Replies: 6
Views: 210

Re: Ticket follow-up notification error

Are all agents affected or only a specific one?
by root
27 Apr 2017, 18:58
Forum: Help
Topic: Article transfer
Replies: 8
Views: 252

Re: Article transfer

To a new ticket or an existing one?
by root
27 Apr 2017, 17:39
Forum: General
Topic: AgentTicketPhone
Replies: 5
Views: 187

Re: AgentTicketPhone

You'll need a module (.pm), template (.tt) and configuration (.xml). Maybe the recommended add-on is the easiest way.
by root
27 Apr 2017, 17:37
Forum: Help
Topic: [SOLVED] Custom image as header
Replies: 14
Views: 268

Re: Custom image as header

Must be something wrong, the CustomerHeader.tt is included in the CustomerLogin (see Kernel/Output/HTML/Templates/Standard/CustomerLogin.tt).

Please show your changed template.
by root
27 Apr 2017, 17:23
Forum: Help
Topic: Article transfer
Replies: 8
Views: 252

Re: Article transfer

What exactly do you want? Move articles to a new ticket?
by root
27 Apr 2017, 08:35
Forum: Help
Topic: How to create Dashboard with manual SQL Query.
Replies: 4
Views: 160

Re: How to create Dashboard with manual SQL Query.

Here's the developer manual: http://doc.otrs.com/doc/manual/develope ... index.html

For makeit work try a post in the developer's corner viewforum.php?f=64 or asked for payed work here: viewforum.php?f=104
by root
26 Apr 2017, 17:12
Forum: Help
Topic: [Solved] DynamicField Url: Placeholder for email and customer name
Replies: 3
Views: 142

Re: DynamicField Url: Placeholder for email and customer name

Ticket attributes work, like Data.TicketNumber, Data.CustomerUserID, etc. Afaik is the data from the TicketGet call (http://doc.otrs.com/doc/api/otrs/stable ... et.pm.html) available.
by root
26 Apr 2017, 17:05
Forum: Help
Topic: [SOLVED] Custom image as header
Replies: 14
Views: 268

Re: Custom image as header

Got it, then try to copy Kernel/Output/HTML/Templates/Standard/CustomerHeader.tt to Custom/Kernel/Output/HTML/Templates/Standard/CustomerHeader.tt and play around with this.
by root
26 Apr 2017, 16:27
Forum: Help
Topic: [SOLVED] Custom image as header
Replies: 14
Views: 268

Re: Custom image as header

Search the SysConfig for logo
by root
26 Apr 2017, 14:17
Forum: Help
Topic: Template for new portal ticket
Replies: 3
Views: 118

Re: Template for new portal ticket

With commercial add-ons or with process tickets (activity dialogue for customer)
by root
26 Apr 2017, 14:15
Forum: Help
Topic: [SOLVED] Ticket States
Replies: 1
Views: 73

Re: Ticket States

The state new indicates that no agent wrote an email to the customer or added an outgoing phone call to the ticket.
by root
25 Apr 2017, 22:49
Forum: Help
Topic: Single Sign On (SSO) OTRS version 5 with AD
Replies: 12
Views: 445

Re: Single Sign On (SSO) OTRS version 5 with AD

You're welcome ;-) Good to hear that it works now

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