Search found 172 matches
- 11 Jul 2019, 19:32
- Forum: General
- Topic: [SOLVED] Ticket Numbers Changed
- Replies: 2
- Views: 2157
Re: [SOLVED] Ticket Numbers Changed
BTW, this doesn't happen in Libre Office our Apple Numbers.
- 11 Jul 2019, 19:06
- Forum: General
- Topic: [SOLVED] Ticket Numbers Changed
- Replies: 2
- Views: 2157
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)...
- 10 Jul 2019, 17:35
- Forum: General
- Topic: Error after updating OTRS 6.0.3 to 6.0.19
- Replies: 12
- Views: 4875
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...
- 09 Jul 2019, 19:04
- Forum: General
- Topic: [SOLVED] Ticket Numbers Changed
- Replies: 2
- Views: 2157
[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...
- 01 Apr 2019, 17:25
- Forum: Help
- Topic: Remove Time Zone from statistics
- Replies: 0
- Views: 2267
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...
- 01 Apr 2019, 17:21
- Forum: General
- Topic: FulltextIndexRebuildWorker error message
- Replies: 2
- Views: 2547
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.
- 28 Mar 2019, 17:18
- Forum: General
- Topic: FulltextIndexRebuildWorker error message
- Replies: 2
- Views: 2547
Re: FulltextIndexRebuildWorker error message
Searching the System Configuration I found
I guess we'll see if that makes a difference.
It was set to ***** in the schedule timer. I changed that to */15****I guess we'll see if that makes a difference.
- 28 Mar 2019, 15:13
- Forum: General
- Topic: FulltextIndexRebuildWorker error message
- Replies: 2
- Views: 2547
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 ide...
- 06 Mar 2019, 16:54
- Forum: Help
- Topic: [SOLVED] Upgrade Help
- Replies: 12
- Views: 5673
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...
- 06 Mar 2019, 16:49
- Forum: General
- Topic: Postmaster filter
- Replies: 7
- Views: 3069
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?
You say it doesn't work but what does it do? DOes it process the email at all? Does it end up in misc?
- 05 Mar 2019, 00:24
- Forum: Help
- Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
- Replies: 12
- Views: 5971
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...
- 04 Mar 2019, 23:53
- Forum: Help
- Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
- Replies: 12
- Views: 5971
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...
- 04 Mar 2019, 21:41
- Forum: Help
- Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
- Replies: 12
- Views: 5971
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...
- 04 Mar 2019, 18:55
- Forum: Help
- Topic: [SOLVED] FAQ 6.0.16 information not visible
- Replies: 6
- Views: 3737
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...
- 04 Mar 2019, 18:52
- Forum: General
- Topic: Postmaster filter
- Replies: 7
- Views: 3069
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...
- 04 Mar 2019, 18:13
- Forum: Help
- Topic: LDAP authentication help
- Replies: 4
- Views: 2120
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...
- 04 Mar 2019, 17:27
- Forum: Help
- Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
- Replies: 12
- Views: 5971
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...
- 28 Feb 2019, 19:41
- Forum: Help
- Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
- Replies: 12
- Views: 5971
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...
- 28 Feb 2019, 17:40
- Forum: Help
- Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
- Replies: 12
- Views: 5971
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....
- 27 Feb 2019, 16:51
- Forum: Help
- Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
- Replies: 12
- Views: 5971
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?
Any idea why it is adding a bunch of additional slash marks to URL?
like this.
/otrs////////////index.pl?
- 27 Feb 2019, 16:07
- Forum: Help
- Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
- Replies: 12
- Views: 5971
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...
- 27 Feb 2019, 09:32
- Forum: Help
- Topic: [SOLVED] OTRS 6, Reverse Proxy, SSL offload
- Replies: 12
- Views: 5971
[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...
- 26 Feb 2019, 00:55
- Forum: Help
- Topic: [SOLVED] Upgrade Help
- Replies: 12
- Views: 5673
[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...
- 26 Feb 2019, 00:44
- Forum: Help
- Topic: [SOLVED] Upgrade Help
- Replies: 12
- Views: 5673
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...
- 25 Feb 2019, 23:32
- Forum: Help
- Topic: [SOLVED] Upgrade Help
- Replies: 12
- Views: 5673
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 ...
- 25 Feb 2019, 23:25
- Forum: Help
- Topic: [SOLVED] Upgrade Help
- Replies: 12
- Views: 5673
- 25 Feb 2019, 20:04
- Forum: Help
- Topic: [SOLVED] Upgrade Help
- Replies: 12
- Views: 5673
[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...
- 30 Oct 2018, 00:29
- Forum: General
- Topic: [SOLVED] ITSM, Change State, Manual state modification
- Replies: 2
- Views: 2112
Re: ITSM, Change State, Manual state modification
Thanks for the direction.
I found it in ITSM Change Management -> Frontend::Agent::ViewChangeEdit
I found it in ITSM Change Management -> Frontend::Agent::ViewChangeEdit
- 29 Oct 2018, 20:33
- Forum: General
- Topic: [SOLVED] ITSM, Change State, Manual state modification
- Replies: 2
- Views: 2112
[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...
- 20 Jul 2018, 23:35
- Forum: General
- Topic: [partly solved] Agent Impersonation or forced "My Queues"
- Replies: 6
- Views: 3731
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. Thank you,
Jesse.
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. Thank you,
Jesse.
- 20 Jul 2018, 17:58
- Forum: General
- Topic: [partly solved] Agent Impersonation or forced "My Queues"
- Replies: 6
- Views: 3731
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.
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.
- 20 Jul 2018, 16:15
- Forum: General
- Topic: Open Status page
- Replies: 2
- Views: 2782
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.
I will post back in the case it helps someone else with similar.
- 20 Jul 2018, 16:11
- Forum: General
- Topic: [partly solved] Agent Impersonation or forced "My Queues"
- Replies: 6
- Views: 3731
Re: Agent Impersonation or forced "My Queues"
Thank you Roy.
- 18 Jul 2018, 17:30
- Forum: General
- Topic: [partly solved] Agent Impersonation or forced "My Queues"
- Replies: 6
- Views: 3731
[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...
- 17 Jul 2018, 17:13
- Forum: General
- Topic: Open Status page
- Replies: 2
- Views: 2782
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.
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.
- 29 Mar 2018, 15:35
- Forum: General
- Topic: otrsaddons.com, references
- Replies: 3
- Views: 24313
Re: otrsaddons.com, references
The add-on I am interested in is Ticket Checklist.
Thank you for the information.
Thank you for the information.
- 28 Mar 2018, 21:27
- Forum: General
- Topic: otrsaddons.com, references
- Replies: 3
- Views: 24313
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.
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.
- 08 Feb 2017, 17:05
- Forum: Help
- Topic: [SOLVED] ITSM Config Item Types not listing
- Replies: 4
- Views: 2132
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...
- 06 Feb 2017, 18:35
- Forum: Help
- Topic: [SOLVED] ITSM Config Item Types not listing
- Replies: 4
- Views: 2132
Re: ITSM Config Item Types not listing
Bump.
Any Takers?
Any Takers?
- 02 Feb 2017, 18:42
- Forum: Help
- Topic: [SOLVED] ITSM Config Item Types not listing
- Replies: 4
- Views: 2132
[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 ...
- 07 Oct 2016, 16:05
- Forum: General
- Topic: Admin Notifications for System Errors
- Replies: 3
- Views: 1881
Re: Admin Notifications for System Errors
I was considering placing a rule on the mailbox. That may be the best way to go.root wrote:I recommend logging into Syslog and use existing log analyze tools.
Thanks.
- 07 Oct 2016, 15:36
- Forum: General
- Topic: Admin Notifications for System Errors
- Replies: 3
- Views: 1881
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 ...
- 15 Jul 2016, 19:10
- Forum: Help
- Topic: [SOLVED] Answer Template, change default ticket state
- Replies: 7
- Views: 3386
Re: Answer Template, change default ticket state
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.reneeb wrote:Unfortunately my website is only in German
I will check the for the email and let you know.
Thank you.
- 14 Jul 2016, 16:02
- Forum: Help
- Topic: [SOLVED] Answer Template, change default ticket state
- Replies: 7
- Views: 3386
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 sta...
- 13 Jul 2016, 23:19
- Forum: Help
- Topic: [SOLVED] Answer Template, change default ticket state
- Replies: 7
- Views: 3386
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.
Appears that it is a feature found in OTRS Business Solutions selectable features in a basic contract.
Thanks.
- 13 Jul 2016, 23:10
- Forum: Help
- Topic: [SOLVED] Answer Template, change default ticket state
- Replies: 7
- Views: 3386
Re: Answer Template, change default ticket state
Thank you for reply.reneeb wrote:Not with stock OTRS. But there are commercial addons...
Can you suggest what addons we might consider that would support ticket status change in answer template?
- 13 Jul 2016, 17:04
- Forum: Help
- Topic: [SOLVED] Answer Template, change default ticket state
- Replies: 7
- Views: 3386
[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 answe...
- 05 Apr 2016, 23:14
- Forum: Help
- Topic: Reports show created time newer than First Response.
- Replies: 2
- Views: 1329
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, no...
- 05 Apr 2016, 18:03
- Forum: Help
- Topic: Reports show created time newer than First Response.
- Replies: 2
- Views: 1329
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.
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.
- 05 Apr 2016, 16:57
- Forum: Help
- Topic: Edit the email template
- Replies: 4
- Views: 3376
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...