Znuny and ((OTRS)) Community Edition

Create and populate a group with such users.

Edit Config Settings in Ticket → Frontend::Admin::ModuleRegistration
Frontend::Module###AdminTemplate

Under Group, add (click [+]) for a blank entry and type the group name.

Save/deploy.

Probably process management, especially if your process management is generating the ticket.

If I send an email to someone who hasn't a CustomerID and this person happen to reply to this email, it doesn't create that CustomerID. This makes sense. They didn't create a ticket. This is just an add to an existing ticket. My OTRS setting PostMaster::NewTicket::AutoAssignCustomerIDForUnknownCust...

That worked for me when I ran it...
Create 03/01/2019 - 03/31/2019
Closed 04/01/2019 - 04/30/2019

You have to run it.

Notifications follow the rules of ticket/article followups. If you don't want it to create a notification, you will need to either set a field that doesn't make the critieria work, or adjust the notification criteria to ignore based upon the article data. Also, you may wish to include some data in B...

OTRS is not intended to be a mass mailer.
To the point of this thread, there is no issue to send an email to a person that does not exist within OTRS. If they reply, they'll do your work for you.

The line in question: my $Delta = $TicketCreatedDTObj->Delta( DateTimeObject => $Kernel::OM->Create('Kernel::System::DateTime') ); It can't do ->Delta on an undefined object. This means $TicketCreatedDTObj is undefined. $TicketCreatedDTObj is based upon: my $TicketCreatedDTObj = $Kernel::OM->Create(...

Notifications based upon event (and/or Generic Agent with notification) and criteria of last change, state, and maybe a Dynamic Field. IF the state is open and last change more than 3 days ago and DynamicField AutomatedSpam's value is "FirstNotification" THEN Send Message "Spam notifi...

Maybe set up a connector in Office365 that allows your OTRS WAN IP address without authentication.

You probably should consider not using yahoo and have a real email address mx to otrs.

note the new stuff for v2: https://metacpan.org/pod/Captcha::reCAPTCHA get_html_v2 vs get_html check_answer_v2 has a new format: my $private_key = 'my_secure_key'; my $result = $rc->check_answer_v2($private_key, $response, $ENV{REMOTE_ADDR}); as for the slider ... maybe I can check another time.

Is it fetched? Then make sure it deletes upon fetched/POP'd. Maybe remove manually from inbox.

That would be in the template. Maybe.

This has been answered multiple times in this forum. Typically it's an empty SenderEnvelope.

/var/log/apache2/error.log

Make sure the appropriate PreviewArticleSenderTypes include agent
Ticket::Frontend::Overview::PreviewArticleSenderTypes

make sure the operator's side isn't adding content as "Internal" ... that would hide from the customer side.

incoming: notifications enabled for the queues of which the agents are members of.
Outgoing: Generally it's not recommended for agents to reply via email.

OTRS Business Edition supports it, but the community version is based around agents using the web interface to manage tickets.

You'll perhaps need to explain the criteria for selection of tickets (state? time period?) and what fields represent the output desired.

Make sure you have the basic perl packages installed as well. Check the docs.
(No, not just OTRS required ones, but the basic perl package).

what do you have for your Customer Map?

https://github.com/OTRS/otrs/blob/3cf48 ... s.pm#L1609

fullhouse wrote: ↑27 Mar 2019, 10:04 I was hoping this might be a known issue within otrs because I can't figure out a way to solve it troubleshooting mysql issues.

No, it's most probably mysql. OTRS is doing something that exceeds MySQL parameters.

wurzel wrote: ↑26 Mar 2019, 19:21 min package size is wrong

However when the ticket is opened by agent, there is no "Reply" option and none of the queue's normal templates are available. Reply works if ... Ticket is unlocked or Ticket is locked and current agent is owner or responsible and Article is "from" customer. Should have customer...

otrs/index.pl <-- agent login
otrs/customer.pl <-- customer login

You might check Edit Config Settings in Ticket → Frontend::Agent::TicketOverview
Ticket::Frontend::OverviewSmall###DynamicField

Mar 30 20:05:25 localhost OTRS-CGI-53[1476]: [Error][Kernel::System::User::UserAdd][Line:376]: Need UserEmail! <-- talm doesn't have an email in the "mail" attribute. Can't create user 'talm' (CN=tal moshe,OU=users,OU=Israel,OU=domain,DC=domain,DC=corp) in RDBMS! # AuthSyncModule::LDAP::Us...

Please note that this forum cannot support third party add-ons. Please contact the vendor.
https://otrsaddons.com/products/importe ... amicfields

https://github.com/OTRS/otrs/blob/080bf4048756ab850b61ff18f0afb3c3a6b6074e/Kernel/System/Ticket.pm#L1354 Basically, it looks like (somehow) the $TicketCreatedDTObj of 1347 didn't get a value or "set" properly, so it was "null" and Delta can't be a part of "null" as an ...

Postmaster Filter can set that.

Check the queue itself for system addresses.

acl is what humans do. postmaster filter is what email does. If your customer is submitting a ticket via the customer portal, then the customer should only see appropriate queues possible for the customer. if your customer is submitting a ticket via email, then postmaster filter should handle it bas...

ACL might help.
if customer_id=CNL
Possible Queue=COC

Try this: Task:\s*(?<task>.*)\nType of Business:\s*(?<typeofbusiness>.*)\nService Type:\s*(?<servicetype>.*)\n https://www.regexpal.com/?fam=108643 (add a carriage return on the last entry). You might put this in the Substitution line: \nTask: $1\nType of Business: $2\nService Type: $3\n\t

1C is chooseable still? I know that should be implied, but I'm just asking ... If nothing else, you could inject javascript (though I'm struggling to push this.) Frontend::Module###AgentTicketProcess (unless it's customer ...) document.getElementById('StateID').value="4" (Based upon the St...

CentOS 7 seems to be maxed at 1.94, but Open Fusion has at least 2.027
https://centos.pkgs.org/7/openfusion-x8 ... h.rpm.html

I can't seem to replicate this.
Make sure it matches case. Might want to copy/paste from the states interface.

I added "State" as a field and "open" as default and it did say "Next ticket state: open"
Make sure ACL and permissions don't block the state.

What are you attempting to accomplish?
Do you want to get the current state?
State or <OTRS_TICKET_State>
Do you want to set the state?
Transition Action StateUpdate

There's no reason that new can't go straight to pending from the pending menu item.

The only potential things that can help are the create_time of the history being out of sanity check (for this ticket) where February 1 is different from February 7.

No such dynamic field "TicketCalendarEndTime" (or it is inactive) This means what it says on the tin. DashboardEventsTicketCalendar::DynamicFieldEndTime Define dynamic field name for end time. This field has to be manually added to the system as Ticket: "Date / Time" and must be...

The datetimestamps from all ticket articles and history will not change from their original ticket, so when they merge, you're going to have some issues with the other ticket's StateUpdates because the history doesn't keep track in itself the ticket number/ticket ID. that it changed on. Mostly becau...

marcored wrote: ↑11 Mar 2019, 12:16 every time the customer UGO opens a tk from the OTRS customer platform it doesn't go to the COC queue but it goes to the general queue Support

Because that's the Queue choice/default for that customer.
You can enable a feature to log in as that customer and see what UGO sees.

Hi all, Yes, don't use customer based queues. https://forums.otterhub.org/viewtopic.php?f=53&t=16064 You don't create a new conference room for a new customer. Queues are members of Groups. Agents are members of Groups Customers can be members of specific Groups that match Queues and Agents. Cus...

Generally, this is only going to matter for the Customer/Company Tickets side.

https://doc.otrs.com/doc/manual/admin/6 ... ge-example
Might help, if you're not using the old school customer_ids method.

https://www.google.com/search?q=site:fo ... emove+otrs

Also, the recipient should have notification simply because he/she's been assigned the ticket.
Ticket Owner Update should trigger a notification.

Your Dynamic Field must be a Change Dynamic field, not a Ticket, Article, etc ...
It can be a Change or Workorder DF.
If you want it on ChangeAdd or ChangeEdit, you'll want to put that within ChangeAdd/Edit###DynamicField in System Config.

SMTP Auth means you're trying to use authentication and it's not expecting it.

also mariadb may not let you have two fields with current time as datetimestamp
https://mariadb.com/kb/en/library/now/

Before MariaDB 10.0.1, it was only possible for a single TIMESTAMP column per table to contain the CURRENT_TIMESTAMP as its default.

I'm not sure if this should be a HowTo (Probably Yes) but ... OK, so you're going along trying to test fields in ITSM Change Templates and realized you have to change, for instance, the Template Title and that requires you to also change the required fields on the Edit Screen of the template. All th...

https://doc.otrs.com/doc/manual/admin/6.0/en/html/manual-installation-of-otrs.html Note Please note that OTRS requires a working Perl installation with all "core" modules such as the module version. These modules are not explicitly checked by the script. You may need to install a perl-cor...

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