Znuny and ((OTRS)) Community Edition

nedmaj

I would suggest use the Calendar.

nedmaj

Hi 5of5, First of all, forget item 3. You don't need that anyway. This tag doesn't work in this context. It was meant to the notifications context. Second, forget item 2. You won't be able to show the DynamicField_GlobalTestManager value that way. Instead, try to customize something to show that ext...

nedmaj

Sure. Since you already use version 3.3, you are not too far from version 5:

http://doc.otrs.com/doc/manual/admin/4. ... ading.html

http://doc.otrs.com/doc/manual/admin/st ... ading.html

nedmaj

I think the manual is your best option:

http://doc.otrs.com/doc/manual/admin/5. ... n.html#acl

nedmaj

Hi,

I don't know what you mean, because users don't belong to a queue, tickets do.

To create a postmaster filter you should access option Admin > Postmaster Filters.

nedmaj

Hi,

I have some ideas about doing so in version 4 or 5.

I would suggest upgrade your OTRS version.

nedmaj

Hi,

I would suggest upgrade your OTRS version before asking such a question.

nedmaj

Don't know if I understood your question...

I think you need to install another OTRS instance in another machine (but same database), and point all your consumers to it.

Although I've never done such a thing.

nedmaj

Please take a look at Ticket -> Core::Ticket DynamicFieldFromCustomerUser::Mapping and Ticket::EventModulePost###950-DynamicFieldFromCustomerUser.

I think that can be of help.

nedmaj

Hi,

The automatic link is not the default. After install package DynamicField-ITSMConfigItem you should turn on the automatic link.

nedmaj

Basicly what I'm trying to say is I need to "mark" department(queue) when I create ticket and mark project there under (subqueue?) or is it better to just create a dynamic fields for all that? Then I need to be able to search for these field, based on project and department. hope you unde...

nedmaj

If you edit a copy of your files inside /opt/otrs/Custom/.../Templates/Standard you don't need to create a theme.

Have you checked if the theme name (path Templates/ThemeName) is the same name you set up at Framework > Core (DefautTheme)?

nedmaj

I have 13 queues that I need to create, under each of those queue I need to create 22 subqueues. That is 299 queue :) that is too much. do you have any other ideas how i can mark tasks instead of creating all thoses sub queues? What you mean when you say "mark tasks"? Could you explain a ...

nedmaj

With the lastest version (version 4 also works) you no longer need an extra notification to customize its message. You could customize the default notification.

nedmaj

No, I think.

You img path looks just fine. It's your HTMLHead.tt path that is wrong. Try /opt/otrs/Custom/Kernel/Output/HTML/Templates/... instead.

nedmaj

Sure. Yoy may use bin/otrs.CryptPassword.pl

nedmaj

Hi guys, Found the problem. I was trying to sync an attribute that doesn't exists: Suspicious log error: [Fri Mar 3 09:50:25 2017] -e: Use of uninitialized value $SyncUser{"UserPhone"} in string eq at /opt/otrs/Custom/Kernel/System/Auth/Sync/LDAP.pm line 336. From Config.pm: $Self->{'AuthS...

nedmaj

Posted another bug, this time related to the user cache. Looks like every time a agent logins the user cache is beeing deleted.

https://bugs.otrs.org/show_bug.cgi?id=12648

nedmaj

Too bad. OTRS denied the bug.

nedmaj

jojo wrote:please post the bug# here

https://bugs.otrs.org/show_bug.cgi?id=12643

nedmaj

Got it!

Commented the code above. Problem solved!

I'll post a bug to xxx.

nedmaj

Oh my g... Just found a nasty piece of code. See below: Kernel::System::Group::PermissionUserRoleGet Line: 1890-1895 # get valid user list my %UserList = $Kernel::OM->Get('Kernel::System::User')->UserList( Type => 'Short', ); return if !$UserList{ $Param{UserID} }; Every time PermissionUserRoleGet i...

nedmaj

I forced an exception in GetUserData to see the stack trace. For some reason, OTRS is looping through all the agents. I still have to dig a little deeper. Traceback (106370): Module: Kernel::System::User::GetUserData Line: 113 Module: Kernel::System::User::UserList Line: 1133 Module: Kernel::System:...

nedmaj

There is a "for" loop calling "GetUserData" but the execution doesn't get into it.

nedmaj

And this only happens with LDAP users. When I login with a local user (DB), the queries above are executed only one time.

nedmaj

Something is wrong. Don't know why, but each login is executing the queries below several times: SELECT id, login, title, first_name, last_name, pw, valid_id, create_time, change_time FROM users WHERE id = ? SELECT preferences_key, preferences_value FROM user_preferences WHERE user_id = ?

nedmaj

root wrote:Any possibility to log on the database side?

Sure. I'll request a trace. Meanwhile, I'm debugging InterfaceAgent.pm.

nedmaj

Some of the statement are generated, but you could add tome debug output in Kernel/System/DB.pm around the 'sub Do'. Anyway I've did more than one migration, even with Oracle, but this behavior is unknown to me :-/ Did it. But the sub Do only hands inserts, updates and deletes. I implemented a log ...

nedmaj

Well, to make sure that the dashboard is not involved try for the SysConfig setting Frontend::CommonParam###Action AgentTicketQueue instead of AgentDashboard. Just did it. The slowness remains. Do you know which module is responsable for the login execution? I'm thinking about extract all the datab...

nedmaj

Just did it and it shows nothing during the time lapse. Look: Feb 22 15:42:34 impala OTRS-CGI-6[23849]: [Notice][Kernel::System::Auth::Sync::LDAP::Sync] User: P_7029 not in GroupDN='cn=itsm-sotic-seuso,ou=Times,ou=ITSM,ou=Usuarios,dc=redecamara,dc=camara,dc=gov,dc=br', Filter='(member=CN=P_7029,OU=F...

nedmaj

Definitely, I don't think it's a LDAP issue.

During the login process the cpu raises a little. So I thing there's something going on in OTRS itself. Maybe something like 'look all the agent tickets' or so.

nedmaj

Wow, awesome checklist. But let's go ahead. Do you use role/group sync? Did you used the same DC for the LDAP test form the command line which you use in the configuration? Disabled all the group sync definitions, but one. The slowness remains. It takes actually 16 seconds. Before the migration, ev...

nedmaj

root wrote:Wow, awesome checklist. But let's go ahead. Do you use role/group sync? Did you used the same DC for the LDAP test form the command line which you use in the configuration?

Hi,

Thanks for the aswer!

Yes, I do use group sync. And yes, I used the same DC for the LDAP test.

nedmaj

Hi guys! I've just migrated a test environment from OTRS 4.0.15 to 5.0.15. After solving all major issues, I've noticed the agent login is taking to long. Before it was 2 seconds, now it takes almost 10 seconds! Curiosly, the root user login is almost instantaneous. Also created a local agent user, ...

nedmaj

kmast,

Please, how did you fix it?

nedmaj

Try Znuny Escalation Suspend add-on. It's free and already ported to OTRS version 5.

nedmaj

Prezados, Venho divulgar que a Central de Atendimento de Informática da Câmara dos Deputados, desde julho deste ano, utiliza o OTRS para o gerenciamento de chamados. A migração do processo de gerenciamento de incidentes, do BDGC e do Catálogo de Serviços levou menos de 6 meses. Estamos também em via...

nedmaj

Also interested. Seems <OTRS_AGENT_BODY> is no longer working.

nedmaj

I've found the bug and reopened it:

http://bugs.otrs.org/show_bug.cgi?id=10130

nedmaj

Hi everyone, Did anyone reported this bug? I'm using version 4.0.15 and still have the same problem. ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue May 24 13:52:22 2016 Message: The value for the field Date is in the past! The date needs to be in the future! RemoteAddress: 10.41.4.134 RequestUR...

nedmaj

I've got the same problem.

nedmaj

Hi Crythias,

Thanks for the hints!

I'm wondering if it's possible to make OTRS automatically open the next form (activity dialog) without have to click on its link -- assuming the next activity has only one activity dialog.

nedmaj

I got the same problem here. ImportExport is duplicating some files.

nedmaj

I'm facing some performance problems here too. But the frontend operation is ok. The problem is with a synchronization job I use. I have a script used to export some data from GLPI/FusionInventory and import it into OTRS. I also use the OTRS API (LinkObject) to sync the links between the CIs. The AP...

nedmaj

After several tests, it turns back to be a problem with Exchange/Outlook (Microsoft s****!), with no solution at all. Because of this, it's impossible to use queue dispatching based on To field.

Sorry bother you guys!

nedmaj

Hi guys, We've discovered OTRS has a bug in the way it parses the email address from the message header fields. Looks like has something to do with some limitations of the Mail::Address perl library (this library is not fully RFC822 compliant). We are doing some tests after changing the account name...

nedmaj

When I send a mail from my Gmail account, the filter works. But when I use Outlook (corporate email client), the filter doesn't work. Looks like the client is somehow messing with the "To" field.

nedmaj

Looks like the problem has to do with how Exchange retains the alias address in the To field:

https://social.technet.microsoft.com/Fo ... change2010

nedmaj

reneeb wrote:Did you configure the two additional recipient addresses as system addresses? There you can link the queue to the mail address...

Yes, I did.

nedmaj

reneeb wrote:Do you "trust" your mail account? It's the dropdown above the "Dispatch via To:"...

No, I don't. Checked the email headers and all seems all right. The "To" field holds the alternative email address. But the queue assignment works when I use the main address.

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