Search found 172 matches

by netjess
11 Jul 2019, 19:32
Forum: General
Topic: [SOLVED] Ticket Numbers Changed
Replies: 2
Views: 440

Re: [SOLVED] Ticket Numbers Changed

BTW, this doesn't happen in Libre Office our Apple Numbers. :lol:
by netjess
11 Jul 2019, 19:06
Forum: General
Topic: [SOLVED] Ticket Numbers Changed
Replies: 2
Views: 440

Re: [SOLVED] Ticket Numbers Changed

So this was not a case of ticket numbers getting changed in OTRS but rather the numbers were changed in the report because of cell formatting in Excel. Initially, when the report is exported the ticket number is in the General Number format and shows up as a decimal number (in the first screen shot)...
by netjess
10 Jul 2019, 17:35
Forum: General
Topic: Error after updating OTRS 6.0.3 to 6.0.19
Replies: 12
Views: 939

Re: Error after updating OTRS 6.0.3 to 6.0.19

Are you able to roll back? Did you run the database update? and set permissions? updating from a early version of 6 to latest should not need update of DB but maybe run the script anyway to see if it makes a difference. We see from the error message that something is undefined. a variable is being c...
by netjess
09 Jul 2019, 19:04
Forum: General
Topic: [SOLVED] Ticket Numbers Changed
Replies: 2
Views: 440

[SOLVED] Ticket Numbers Changed

Hello, We have found that some of the ticket numbers have changed in our system. What could cause this? I would think that the ticket number would be inviolable once assigned. Could this have happened as a result of upgrade from v5 to v6? We have an admin that has an old report from earlier in the y...
by netjess
01 Apr 2019, 17:25
Forum: Help
Topic: Remove Time Zone from statistics
Replies: 0
Views: 327

Remove Time Zone from statistics

Hello, In OTRS v5 we have a statistics report that we would run and import into an Excel template to generate a report. in v6 the time format has changed and now includes the time zone but it doesn't get comma separated. Would someone have a suggestion on how to turn off the time zone requirement or...
by netjess
01 Apr 2019, 17:21
Forum: General
Topic: FulltextIndexRebuildWorker error message
Replies: 2
Views: 315

Re: FulltextIndexRebuildWorker error message

Well... Changing the setting as above has reduced the occurrence but I still get the error. Maybe I just need to increase the time.
by netjess
28 Mar 2019, 17:18
Forum: General
Topic: FulltextIndexRebuildWorker error message
Replies: 2
Views: 315

Re: FulltextIndexRebuildWorker error message

Searching the System Configuration I found
OTRS_Setting.PNG
It was set to ***** in the schedule timer. I changed that to */15****

I guess we'll see if that makes a difference.
by netjess
28 Mar 2019, 15:13
Forum: General
Topic: FulltextIndexRebuildWorker error message
Replies: 2
Views: 315

FulltextIndexRebuildWorker error message

Greetings Otters, Since upgrading my system to v.6 I keep getting the following message in my Syslog: "There was an error executing Execute() in Kernel::System::Console::Command::Maint::Ticket::FulltextIndexRebuildWorker: Error: Active indexing process already running! Skipping..." Any idea how to r...
by netjess
06 Mar 2019, 16:54
Forum: Help
Topic: [SOLVED] Upgrade Help
Replies: 12
Views: 868

Re: Upgrade Help

Dear All, Greetings! Would you please suggest what would be the best approach to migrate OTRS 5 to OTRS6. I have followed the migration script and but I have some issue with the tickets details. In the queue, I can see the subject line but not the details. Since I did the migration in the Test envi...
by netjess
06 Mar 2019, 16:49
Forum: General
Topic: Postmaster filter
Replies: 7
Views: 469

Re: Postmaster filter

Do you get any messages in your syslog about a wrong or missing queue?
You say it doesn't work but what does it do? DOes it process the email at all? Does it end up in misc?
by netjess
05 Mar 2019, 00:24
Forum: Help
Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
Replies: 12
Views: 1003

Re: OTRS 6, Reverse Proxy, SSL offload

Hi, I tried to reproduce it but it works so far without any problem or error message. That's all what I used inside of a VirtualHost ProxyRequests off SSLProxyEngine On ProxyPass / https://xx/ ProxyPassReverse / https://xx/ Any hint how to enforce your issue? -Roy Hello, Well removing those options...
by netjess
04 Mar 2019, 23:53
Forum: Help
Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
Replies: 12
Views: 1003

Re: OTRS 6, Reverse Proxy, SSL offload

I have not tried to reproduce this in some other environment. The setup is this: Internet <> firewall <> Proxy <> firewall <> OTRS firewall has ports 80 and 443 open between proxy and OTRS and 80 and 443 open between proxy and Internet. I don't think anything else is required. Other than: ProxyHTMLU...
by netjess
04 Mar 2019, 21:41
Forum: Help
Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
Replies: 12
Views: 1003

Re: OTRS 6, Reverse Proxy, SSL offload

Hi, Did you tried to use / as the location instead of /otrs and /otrs-web ? Or is this the main reason for the RP to push multiple apps behind one VirtualHost? - Roy Hello, A lot of that was to try and fix it. I have gone back to a simpler vhost. I am not getting the additional slashes but I am sti...
by netjess
04 Mar 2019, 18:55
Forum: Help
Topic: [SOLVED] FAQ 6.0.16 information not visible
Replies: 6
Views: 1151

Re: FAQ 6.0.16 information not visible

:) I found the problem ... it is fixed ... and all is working. When I set the ssl-params.conf file in apache2 there was an X-Frame DENY statement that I previously did not see :( . I have removed and set to SAMEORIGIN and all the data is now appearing as it should Thanks for the help. Your comments...
by netjess
04 Mar 2019, 18:52
Forum: General
Topic: Postmaster filter
Replies: 7
Views: 469

Re: Postmaster filter

hi all, i have a problem with postmaster filter, i set a filter with the following conditions: check email header = to look for value = address@domain.com set email header = X-OTRS-Queue set value = queueName with this conditions i expect that the ticket opened with an email to the address@domain.c...
by netjess
04 Mar 2019, 18:13
Forum: Help
Topic: LDAP authentication help
Replies: 4
Views: 371

Re: LDAP authentication help

In the GUI go to Admin > Agents This will show a list. It may have user names that you recognize if they have attempted a login. If it is someone that is already listed, check if it is set to 'valid'. If not then click on name and change to valid. Also see that they are added to appropriate Roles/gr...
by netjess
04 Mar 2019, 17:27
Forum: Help
Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
Replies: 12
Views: 1003

Re: OTRS 6, Reverse Proxy, SSL offload

Update, I spoke with someone from OTRS sales (checking on per incident support) and told them about the lack of documentation on OTRS behind a proxy. They said they were about to go into a meeting where they would raise the issue. There is a statement that says it is supported but no documentation o...
by netjess
28 Feb 2019, 19:41
Forum: Help
Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
Replies: 12
Views: 1003

Re: OTRS 6, Reverse Proxy, SSL offload

Good Morning Folks, Hoping someone can help me get this worked out. I am looking at the access logs on my OTRS host and I am seeing entries like this: 127.0.1.1:80 10.20.187.105 - - [28/Feb/2019:15:22:31 +0000] "GET /otrs/otrs-web/js/js-cache/ModuleJS_8aa8f619f61cc3a33d44640b0dff1667.js HTTP/1.1" 4...
by netjess
28 Feb 2019, 17:40
Forum: Help
Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
Replies: 12
Views: 1003

Re: OTRS 6, Reverse Proxy, SSL offload

Good Morning Folks, Hoping someone can help me get this worked out. I am looking at the access logs on my OTRS host and I am seeing entries like this: 127.0.1.1:80 10.20.187.105 - - [28/Feb/2019:15:22:31 +0000] "GET /otrs/otrs-web/js/js-cache/ModuleJS_8aa8f619f61cc3a33d44640b0dff1667.js HTTP/1.1" 40...
by netjess
27 Feb 2019, 16:51
Forum: Help
Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
Replies: 12
Views: 1003

Re: OTRS 6, Reverse Proxy, SSL offload

Hello,

Any idea why it is adding a bunch of additional slash marks to URL?
like this.
/otrs////////////index.pl?
by netjess
27 Feb 2019, 16:07
Forum: Help
Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
Replies: 12
Views: 1003

Re: OTRS 6, Reverse Proxy, SSL offload

I have not called https to backend. My RP is Ubuntu 18, Apache2. It proxies 6 other sites and no issue on those. It seems to be something particular to how OTRS handles the proxied connection. Maybe how it handles sessions and refreshing? One of the other sites that uses the proxy is a Moodle server...
by netjess
27 Feb 2019, 09:32
Forum: Help
Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
Replies: 12
Views: 1003

[SOLVED] OTRS 6, Reverse Proxy, SSL offload

Greetings Otters, I just finished OTRS upgrade from 5 to 6. But I have my system behind a reverse proxy that also handles SSL. I have always had a little issue about a page error that wanted to reload the page as you navigate tickets but since the upgrade it is worse. It only seems to happen if I us...
by netjess
26 Feb 2019, 00:55
Forum: Help
Topic: [SOLVED] Upgrade Help
Replies: 12
Views: 868

[Solved] Re: Upgrade Help

Hello, I was able to fix the ITSM. I downloaded the new bundle https://community.otrs.com/thank-you-for-downloading-the-otrs-community-edition/?download=itsm/bundle6/ITSM-6.0.16.opm and then via the package manger in admin UI I installed the new version (leaving the old version in place) and this up...
by netjess
26 Feb 2019, 00:44
Forum: Help
Topic: [SOLVED] Upgrade Help
Replies: 12
Views: 868

Re: Upgrade Help

Hi, before mess with web server stuff I recommend doing the whole process via the shell, especially upgradingbthe packages. - Install a fresh OTRS 6 into /opt/otrs-6.0.16 and symlink to /opt/otrs - Check user (primatu group www-data, shell /bin/bash) - Import the OTRS 5 dump into a clean, empty dat...
by netjess
25 Feb 2019, 23:32
Forum: Help
Topic: [SOLVED] Upgrade Help
Replies: 12
Views: 868

Re: Upgrade Help

Hello, Here is where I am now. I removed the install of /opt/otrs that was version 6 and restored a backup of the otrs folder from my current production. I dropped and recreated the otrs database and performed a fresh import of the database backup. I also made sure apache sites-enabled was pointing ...
by netjess
25 Feb 2019, 23:25
Forum: Help
Topic: [SOLVED] Upgrade Help
Replies: 12
Views: 868

Re: Upgrade Help

root wrote:
25 Feb 2019, 21:21
Hi Jesse,

How di you updated the packages?

- Roy
I did not "update" packages. I removed and re-installed the FAQ package and it wiped out my FAQ entries. That's where I stopped.
Trying to the the update feature inside the admin UI fails on all packages.
by netjess
25 Feb 2019, 20:04
Forum: Help
Topic: [SOLVED] Upgrade Help
Replies: 12
Views: 868

[SOLVED] Upgrade Help

Hello All, I currently run OTRS 5 on Ubuntu 14LTS and Postgresql. I need to update my system, I could not perform a release upgrade on my Ubuntu so I built a whole new v18LTS server and downloaded latest stable OTRS 6. Installed OTRS 6 and pointed it to a copy of my v5 database and ran /opt/otrs/scr...
by netjess
30 Oct 2018, 00:29
Forum: General
Topic: [SOLVED] ITSM, Change State, Manual state modification
Replies: 2
Views: 577

Re: ITSM, Change State, Manual state modification

Thanks for the direction.
I found it in ITSM Change Management -> Frontend::Agent::ViewChangeEdit
OTRS-changeState.PNG
by netjess
29 Oct 2018, 20:33
Forum: General
Topic: [SOLVED] ITSM, Change State, Manual state modification
Replies: 2
Views: 577

[SOLVED] ITSM, Change State, Manual state modification

Hello All, I am reading in http://doc.otrs.com/doc/manual/itsm/5.0/en/html/ch08s05.html and it states "When modifying an existing Change, the Change Builder and Change Manager can manually set the status". As a Change Builder or Change Manager there is no field to make the manual change as described...
by netjess
20 Jul 2018, 23:35
Forum: General
Topic: [partly solved] Agent Impersonation or forced "My Queues"
Replies: 6
Views: 896

Re: Agent Impersonation or forced "My Queues"

Hello,

Okay. Yes I can edit "My Queues" under aget > edit. I do not see how to edit participation in notifications such as you would under the personalization settings.
OTRS_personalization.PNG
Thank you,
Jesse.
by netjess
20 Jul 2018, 17:58
Forum: General
Topic: [partly solved] Agent Impersonation or forced "My Queues"
Replies: 6
Views: 896

Re: Agent Impersonation or forced "My Queues"

Hello Florian,
I have not found where I can set an agents participation in notifications or "My Queues" without being logged in as that agent.

Would you be able to enlighten me?

Thank you.
Jesse.
by netjess
20 Jul 2018, 16:15
Forum: General
Topic: Open Status page
Replies: 2
Views: 786

Re: Open Status page

Thank you for the direction. Now to see if I can create a solution.
I will post back in the case it helps someone else with similar.
by netjess
18 Jul 2018, 17:30
Forum: General
Topic: [partly solved] Agent Impersonation or forced "My Queues"
Replies: 6
Views: 896

[partly solved] Agent Impersonation or forced "My Queues"

Hello, Is there a method to impersonate an agent to adjust settings as an admin or is there a method so force an agent or role to be subscribed in "My Queues"? Ensuring consistency in these settings seems to be a bit tedious and subject to human error, especially as queue list grows. Thank you. Jesse.
by netjess
17 Jul 2018, 17:13
Forum: General
Topic: Open Status page
Replies: 2
Views: 786

Open Status page

Hello,

I am looking for how I might show status and maybe even a ticket list without having to log into the OTRS system. An anonymous status page that I can use in a digital signage slide.

Thank you.

Jesse.
by netjess
29 Mar 2018, 15:35
Forum: General
Topic: otrsaddons.com, references
Replies: 3
Views: 7565

Re: otrsaddons.com, references

The add-on I am interested in is Ticket Checklist.

Thank you for the information.
by netjess
28 Mar 2018, 21:27
Forum: General
Topic: otrsaddons.com, references
Replies: 3
Views: 7565

otrsaddons.com, references

Hello All,

Would there be any on the forum that would offer reference for the site otrsaddons.com?
I am interested in an add-on but would like to know if someone else if familiar with them before implementing code from that source.

Thank you.
by netjess
08 Feb 2017, 17:05
Forum: Help
Topic: [SOLVED] ITSM Config Item Types not listing
Replies: 4
Views: 904

Re: [SOLVED] ITSM Config Item Types not listing

Hey there, you cannot delete a once created class. You can however rename them with a little effort. Here is the internal API: http://otrs.perl-services.de/docs/GeneralCatalog/master/kernel_system_generalcatalog.html You could use a small standalone script to rename it. It seems not possible via We...
by netjess
06 Feb 2017, 18:35
Forum: Help
Topic: [SOLVED] ITSM Config Item Types not listing
Replies: 4
Views: 904

Re: ITSM Config Item Types not listing

Bump.

Any Takers?
by netjess
02 Feb 2017, 18:42
Forum: Help
Topic: [SOLVED] ITSM Config Item Types not listing
Replies: 4
Views: 904

[SOLVED] ITSM Config Item Types not listing

Hello All, I recently convinced manager to allow use of CMDB in OTRS for our Asset/Configuration Management. I added a class to the general catalog for Phones and added items (types) and that worked ok. I then added a class for Storage (Things like NAS or SAN) and I added catalog items to the class ...
by netjess
07 Oct 2016, 16:05
Forum: General
Topic: Admin Notifications for System Errors
Replies: 3
Views: 835

Re: Admin Notifications for System Errors

root wrote:I recommend logging into Syslog and use existing log analyze tools.
I was considering placing a rule on the mailbox. That may be the best way to go.

Thanks.
by netjess
07 Oct 2016, 15:36
Forum: General
Topic: Admin Notifications for System Errors
Replies: 3
Views: 835

Admin Notifications for System Errors

Hello, I have had a few instances where my system could not retrieve email because of a message being too large. I have it set to 20MB. When this happens I only know because my interface starts acting up and so I go look in the Sys Log and find that it is choking on a message. Is there a way to get ...
by netjess
15 Jul 2016, 19:10
Forum: Help
Topic: [SOLVED] Answer Template, change default ticket state
Replies: 7
Views: 1341

Re: Answer Template, change default ticket state

reneeb wrote:Unfortunately my website is only in German
Using Chrome browser, right-click > Translate this page. seem to do a decent job although I could not locate what add-on would give me the functionality for which I am looking.
I will check the for the email and let you know.

Thank you.
by netjess
14 Jul 2016, 16:02
Forum: Help
Topic: [SOLVED] Answer Template, change default ticket state
Replies: 7
Views: 1341

Re: Answer Template, change default ticket state

I have a feature addon for this, too ;-) I followed the link to add-ons (in your signature) and while my great grandmother was "ein deutscher", I cannot read German. Do you have an english version of your site or can you give me a link for details on the add-on that handles the ticket state on temp...
by netjess
13 Jul 2016, 23:19
Forum: Help
Topic: [SOLVED] Answer Template, change default ticket state
Replies: 7
Views: 1341

Re: Answer Template, change default ticket state

I see this: https://www.otrs.com/otrs-business-solu ... selection/

Appears that it is a feature found in OTRS Business Solutions selectable features in a basic contract.

Thanks.
by netjess
13 Jul 2016, 23:10
Forum: Help
Topic: [SOLVED] Answer Template, change default ticket state
Replies: 7
Views: 1341

Re: Answer Template, change default ticket state

reneeb wrote:Not with stock OTRS. But there are commercial addons...
Thank you for reply.
Can you suggest what addons we might consider that would support ticket status change in answer template?
by netjess
13 Jul 2016, 17:04
Forum: Help
Topic: [SOLVED] Answer Template, change default ticket state
Replies: 7
Views: 1341

[SOLVED] Answer Template, change default ticket state

Hello Otters, I do not see how to set an answer template to change the default state of the ticket. I have an answer template for closing the ticket. Currently when we select this answer we have to remember to set the state to "closed successful". Can the ticket state be set for each answer template...
by netjess
05 Apr 2016, 23:14
Forum: Help
Topic: Reports show created time newer than First Response.
Replies: 2
Views: 574

Re: Reports show created time newer than First Response.

This is in "Numbers" on a Mac. I guess it could still be a formatting issues but unless there are missing or double delimiters somewhere I don't think it is the case. Also the times match the merged tickets. It is was bad delimiter formating I would think it would skew the whole report, not just the...
by netjess
05 Apr 2016, 18:03
Forum: Help
Topic: Reports show created time newer than First Response.
Replies: 2
Views: 574

Reports show created time newer than First Response.

Hello All,
We are seeing a few tickets with “Created” times that were after the “First Response” time.
This appears to be due to merging.
Any suggestion on how to mitigate this or is it something we will just have to understand and work around?

Thank you.
by netjess
05 Apr 2016, 16:57
Forum: Help
Topic: Edit the email template
Replies: 4
Views: 1457

Re: Edit the email template

Hello, Sorry for late response. Don't know if you figured this out. The bar and subject test would be controlled by a Theme. By default you have the standard orange and the "Ivory" theme that is a blue color. You would have to learn how to build a new theme or search for themes that others have buil...