Znuny and ((OTRS)) Community Edition

spiderpig

Hi, I tried to use in the body #customerlogon:([a-zA-Z0-9-_.]+@[a-zA-Z0-9-_.] and CustomerUser [***] it catch some of the users and assign the right customer, but just some of them. I am confused why. in the message log the filter is successful on these tickets that customer is not assigned. Kernel:...

spiderpig

Hi,

I'm trying to bulk change customer for over 500 tickets, any ideas how I can achieve that?

spiderpig

Now I'm testing with only one Ldap backend, and I'm randomly getting this error.
"First bind failed! 80090308: LdapErr: DSID-0C0903A9, comment: AcceptSecurityContext error, data 52e, v1db1"

even everything seems to work. Any ideas whats going on?

spiderpig

yes i double check that also, is it possible I have enter "domainname\" somewhere in the config?

spiderpig

I already double checked that

I restarted the password couple of time just to be sure.
that doesn't be the case here.

spiderpig

Here is my code for the three ldap auth and lookup backends, only the first one works. am I doing it wrong? #Customer domain 1. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.0.0.1'; $Self->{'Customer::AuthModule::LDAP::BaseD...

spiderpig

[Sun Mar 13 11:55:58 2016][Error][Kernel::System::CustomerUser::LDAP::_Connect][197] First bind failed! 80090308: LdapErr: DSID-0C0903A9, comment: AcceptSecurityContext error, data 52e, v1db1 [Sun Mar 13 11:55:58 2016][Error][Kernel::System::CustomerUser::LDAP::CustomerName][251] Search failed! No s...

spiderpig

Hi guys,

I'm using a two ldap and one mysql backend and I want to add another ldap backend.
But I cant get the third ldap one to work, are there any limitation on how many backends I can use?

spiderpig

Hi I'm getting this error in my logs, I got a few Statistics, but I'm not sure what Stats it is complaining about. and all the stats seems to work great, any ideas whats going on here? ------- ERROR: OTRS-otrs.Console.pl-Maint::Stats::Dashboard::Generate-10 Perl: 5.16.3 OS: linux Time: Mon Feb 22 10...

spiderpig

Hi rick20,

thank you for your reply, I did go with method 1 and it works. But I added it to ViewPhoneClose.

spiderpig

I have created a Ticket notificationm that sends customer of the ticket email when the ticket is closed. Sometimes the tickets doesn't have a customer so we choose the name of the company for that tickets, but I don't want those notification to be send to that email. is there a way to filter out thi...

spiderpig

the template is located here, /opt/otrs/Kernel/Output/HTML/Templates/Standard/NotificationEvent/Email/Default.tt I manage to add some logos and text there, and the thread was solved. But then afterwards I would like to add the logo of the company in top of the header, in the black area. (see picture)

spiderpig

Is there any way to add a picture within the header black background ?
I have tried to edit the code and input some text and it always appear above the template.

spiderpig

You should solve the "Internal error" What does the error_log of the webserver contain? there are no error for the webserver, I get an internal error when I add: [ 'UserPhoto', 'Photo', 'thumbnailPhoto', 1, 0, 'image/jpeg', '', 0 ], to the map of the ldap in the config.pm also i add in to...

spiderpig

no one?

spiderpig

Hi guys, I'm trying to add customers photos to the ticketzoom screen from A.D., I followed lameventanas way shown in this thread: http://forums.otterhub.org/viewtopic.php?f=60&t=22217 But I'm getting "internal error" when I'm entering the ticketzoom screen. I'm running OTRS 5, anyone w...

spiderpig

I decided to embed the image in the <img> tag. It's supposed to work in all browsers that are supported by OTRS 4. Pros: - less overhead (uses the same http request) - better integrated, no need for separate php + ldap config - looks professional, the photo is a separate record - it should work wit...

spiderpig

I decided to embed the image in the <img> tag. It's supposed to work in all browsers that are supported by OTRS 4. Pros: - less overhead (uses the same http request) - better integrated, no need for separate php + ldap config - looks professional, the photo is a separate record - it should work wit...

spiderpig

Ok, but if i create a group with all the agent, connect group to queue and choose that queue. Does the members of that group receive the surway or all customers allso in the system?

spiderpig

I created a Survey that I would like to send only to the agents, I cant see who will receive the surveys email.
how can I control who will receive the surveys?

spiderpig

test (Process-36d87ea1b891055a2fc3396216e1b5b5) State: Active (S1) Start Activity: Activity-5ae40a9cadf61b2f2b3f84673d5fd4a7 Description: test. Activity-5ae40a9cadf61b2f2b3f84673d5fd4a7 Transition-6ff03a5cf45cddb9577ff159b6dc3148 (TransitionAction-df00a6b245a0118bcfd683c5eb182e67, TransitionAction-0...

spiderpig

Hi,

my config.pm store sensitive passwords in clear text for the DB and A.d.

what is the best way to encrypt it?

spiderpig

What browser are you using?

spiderpig

here are the errors after the first step, customer approval a process ticket. Thu Jan 14 18:24:37 2016 error OTRS-CGI-10 Process: Process-36d87ea1b891055a2fc3396216e1b5b5 Activity: Activity-5ae40a9cadf61b2f2b3f84673d5fd4a7 Transition: Transition-6ff03a5cf45cddb9577ff159b6dc3148 TransitionAction: Tra...

spiderpig

Hi,

is it possible to get the list of FAQ articles (on the right in faq explorer and in the agent view) to get visible in the Customer view?

spiderpig

Basically what I'm looking for is - The manager can see the process ticket in the customer view and take action from there. - after I did the book example and logged in as a customer an make a book order, the customer can see all the buttons and approve and deny himself. Can I remove it so he can no...

spiderpig

one another thing, when I'm creating the process, the "Green circle" at the start isn't green. It's grey.

spiderpig

I deleted the process and started again :) I'm doing it exacly like in the book order example, I will reply when I'm done. one question, in the TA2 and TA4 I have to specifiy in the example the manager and the employee. In my case there will not always be the same manager, and even more unlikely the...

spiderpig

I am looking for a kanban plugin for OTRS, I came across this one http://complemento.net.br/works/kanban-ticket-board/
does anyone of you tested it?

spiderpig

does anyone have the exported .yaml file for the book order example?

spiderpig

Mon Jan 11 21:48:35 2016 error OTRS-CGI-10 No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found! Mon Jan 11 21:48:35 2016 error OTRS-CGI-10 No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found! Mon Jan 11 21:48:19 2016 error OTRS-CGI-10 Can't loa...

spiderpig

I got a little bit further, now the logs are showing me this. No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found! Mon Jan 11 17:33:05 2016 error OTRS-CGI-10 No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found! Mon Jan 11 17:32:46 2016 error OT...

spiderpig

I'm running OTRS 5. I got lost in the Transaction Action, I not sure what key and values I should use there. I Figured out TA1 , Key= Queue Value: queuename and after that I'm a little bit lost :) "After all parameters and values are set click on the submit button to save the changes. Create th...

spiderpig

Hi guys,
I'm wondering if there is a process management examples out there that I can import and test on my sandbox environment?
It have to be a .yml format, right?

I'm struggling to get my to work.

spiderpig

do you mean something like this?

email header: Body - Look for value: #customer:([\w%-\.]+@[\w\.-]+\.[\w\.]{2,9})
---
Set email header: Set X-OTRS-CustomerNO - set value: [***]

Body in email:
#customer:realcustomer@realdomain.com
#customerlogon:realcustomer@realdomain.com

spiderpig

now when I open the ticket the customerID is right, but in the "Customer Information" dialog below is my infomation?
how could I change that also?

spiderpig

did I missed something, or did I do it wrong?

spiderpig

Hi, I tried this without a luck created a postfilter with email header: Body - Look for value: #customer:([\w%-\.]+@[\w\.-]+\.[\w\.]{2,9}) Set email header: Set X-OTRS- CustomerUser - set value: [***] (I can only choose CustomerUser or CustomerNO, not Customer like in your other post) and then I for...

spiderpig

I would like to add a filter that if I have the custmerID or user in subject line of an email that I send to OTRS, then the ticket will update the customer of the ticket, not the sender of the email.

I'm not quite sure what value I should use when I'm creating the filter.

spiderpig

Hi,

it happens that agents lock tickets accidentally and need to move the ticket back to Admin and unlock the ticket so it can be visible for the "unlocked" tickets, but they can't.

Is there a way to unlock the ticket after I move it to another owner?

spiderpig

I'm trying to add a dropdown dynamic field so the employee can choose his boss from a (boss) list to aprove or deny the request. When the process ticket is created the boss will get an email and the process ticket will show up in his OTRS web view. any ideas? hope you understand what I'm talking abo...

spiderpig

the files are located here
/opt/otrs/Kernel/Output/HTML/Templates/Standard/NotificationEvent/Email

spiderpig

Hi,

have any of you experience a LDAP authentication with three A.D. domains?
if so have you run in any trouble with it on the long run?

spiderpig

Hi,

thank you for the reply, I'm looking to change the header in the automated emails. new ticket, follow-up etc.

any ideas ?

spiderpig

the problem is solved, it was a human error

when I upgraded to 5.0.4 I copied the old "Core.Default.css" to /opt/otrs/var/httpd/htdocs/skins/Customer/default/css because I was testing the banner and the header, I forgot to change it back.

so this issue is solved

spiderpig

Now I see this error in the log

" error OTRS-CGI-10 Invalid ref ""

spiderpig

After I update from 5.0.3 -> 5.0.4 the customer site just hangs. I can connect to the site but after 2 seconds it always hangs and then I have to kill the tab. I have tried i.e., chrome and firefox, that is not the issue. Any ideas whats going on? I don't see anything related to this in the logs. th...

spiderpig

I followed that steps and it worked for me on the test environment

OTRS is more responsive after I increase the log file.
do you recommend to change it to 256 or 512?

spiderpig

Hi,

just updated my OTRS to 5.0.3, now I would like to edit the style of the email template, add some images and stuff.
any ideas where I can find it?

spiderpig

the log in now about 700 mb and is increasing by every second, and I cant open the file. Fortunately this was only a test test server.
i will clone the live environment again and try this again.

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