Forum for the Znuny LTS Fork and ((OTRS)) Community Edition

skullz

Check system configuration for Ticket::Frontend::ComposeReplaceSenderAddress

skullz

Not sure if this what you means. Format you article body in html instead of plain text. From there you can control how its looks.

Code: Select all

 ContentType      => 'text/html; charset=UTF-8',

skullz

https://opar.perl-services.de/dist/Dyna ... Item-6.0.3

skullz

Param \ filtering only available for Static stats..
For dynamic stats, you wont be able to use the param value..it will be based on default selected value or all value.

As per root stated, you want to change the default filter

skullz

What database type ? if PostgreSQL, previously, i have encountered a very slow load time when in status view, queue view and service view.. doing vacuum on these table 70% solve our load time issue.. - VACUUM FULL ANALYZE ticket; - VACUUM FULL ANALYZE ticket_history; - VACUUM FULL ANALYZE article_da...

skullz

FirstResponseTime (seconds total till escalation, e. g. "3600") so from your explanation above, i need to wait for this ticket to be escalated?? sory im still didnt get it. and what value if i want tou count first response time between ticket creation and first agent response, FirstResponse ? Im go...

skullz

Based on https://doc.otrs.com/doc/api/otrs/6.0/Perl/Kernel/System/Ticket.pm.html#TicketGet, 1. Ticket open with SLA - Section 1 will display / calculate 2. the moment an agent replied to the customer via agent portal, (**correct me if im wrong) - all the value / most values in Section 1 will be set ...

skullz

Yup..no security updates will be the main concern..

Gonna take a look at Otobo..a fork of otrs

However since its fork of otrs, not sure if this will impact the development / progress of Otobo itself

skullz

For article attachment, consider using ArticleStorageFS (File Storage based).. This should be able to trim you database size.. https://doc.otrs.com/doc/manual/admin/6.0/en/html/performance-tuning.html#performance-tuning-otrs-storage Then, later if you didn't need it, let say more than 3 year old tic...

skullz

Hi Skullz, In the agent interface, it's the Javascript file var/httpd/htdocs/js/Core.Agent.SharedSecretGenerator.js which is added via Loader::Module::AgentPreferences###001-Framework to the preferences screen. The button is added via Javascript : $("#UserGoogleAuthenticatorSecretKey").parent().app...

skullz

Hi all, i'm enabling 2fa for both agent and customer.. for agent profile, we have the generate button for shared key while customer-user dont have this.. https://i.postimg.cc/njh4rNcd/agent.png https://i.postimg.cc/sQHphKM3/customer.png im looking through Kernel/Output/HTML/Preferences/Generic.pm ju...

skullz

check 'article_data_mime' table

skullz

As a reference, https://stackoverflow.com/questions/843 ... rmed-error

i guess either charset or db engine type ?

skullz

Restart webserver first then check again

skullz

Check
https://opar.perl-services.de/dist/Dyna ... able-6.0.6

https://opar.perl-services.de/dist/Dyna ... teDB-6.0.3

skullz

1. For Ticket > Status View, this is possible by code level..you have to modify the Search parameter define at AgentTicketStatusView File: https://github.com/OTRS/otrs/blob/c83de469f620c79576d977ebf209a6beccc2106d/Kernel/Modules/AgentTicketStatusView.pm#L167 API REF: https://doc.otrs.com/doc/api/otr...

skullz

Did you check server date time? It is correct?

skullz

Additionally, check https://opar.perl-services.de/dist/Tool ... arch-6.0.2

skullz

Edited..
Wrong answer lol

skullz

make sure the minutes is correct..
2880 = 48 hours
288 = +- 4 hours

either that or ticket already created in past few hours..
take note that sla calculation will be based on ticket creation time

skullz

With my readings so far, this should be the plan: Step 1. Backup entire system (with database) which is in CentOS 6 server https://doc.otrs.com/doc/manual/admin/6.0/en/html/backup-and-restore.html Step 2. Get a fresh CentOS 7 VM Step 3. Install OTRS 5 on the CentOS 7 Step 4. Restore the backup of s...

skullz

the file only as references..
change the preferred language at Admin > Agent > agent profile > user preferences

skullz

OR use backup and restore script https://doc.otrs.com/doc/manual/admin/6 ... store.html

then upgrade.

skullz

if im correct, its depend on your language preferences under your profile > preferences..

if using english, select english UK instead of english US..

https://github.com/OTRS/otrs/blob/rel-6 ... uage/en.pm
https://github.com/OTRS/otrs/blob/rel-6 ... e/en_GB.pm

skullz

For community edition, not out of box and you have to extend it via custom module.
Check next expiring ci and then create a ticket..

or perhaps there are some paid / premium addon out there.

skullz

Well if my english is correct, he want to print out ticket with description (i guess 1st article body). Unless default statistic already support 1st article, i think only possible via sql / api.

Hint:
In database, look at table ticket and article

skullz

Your request on article type is agent while the notification is customer body

skullz

1. Admin > Generic Agent ?

2. Sysconfig > Daemon > SchedulerCronTaskManager ***
which can execute script/module

3. Via Webservices?

4. Check system crontab (root/otrs/another user)

skullz

Code: Select all

 
 my $UserObject = $Kernel::OM->Get('Kernel::System::User');
 
 my %Preferences = $UserObject->GetPreferences(
        UserID => $Param{UserID}, #id of the user who performed the action
    );

good luck

skullz

Based on API: https://github.com/OTRS/otrs/blob/rel-5_0/Kernel/System/State.pm#L309 File: https://github.com/OTRS/otrs/blob/7d074e76beb1695b9036cfbf483eaf8eaf22e14f/Kernel/Output/HTML/Dashboard/EventsTicketCalendar.pm#L101 try # my @ViewableStateIDs = $Kernel::OM->Get('Kernel::System::State')->State...

skullz

1. Since you can go with the Dynamic Field (DF) dropdown and mention Transition Action, i guess you already on the Process Management itself. Capture.JPG 2. Here I got DF Reviewer which contains the name of the manager and their ID. 3. Upon selection and submitted, execute this transition action and...

skullz

Do you check in ACLs ?

skullz

Thanks for the opinion..
The article is too huge and take a lot of time to transfer..

As long this transfer can be done later, yeah can focus more upgrade..

Again, thanks

skullz

Hi all, Need some opinion/confirmation here.. have been tasked to migrate otrs to the new server then later upgrade to latest version (major upgrade). However, due to the size of this attachments (FS) is too large, the plan is : 1. to upgrade first to version 6 with maybe 2020 article 2. Later trans...

skullz

SELECT name AS 'Full Service Name', SUBSTRING_INDEX(name,'::',1) AS 'Main Service', CASE WHEN LENGTH(name)-LENGTH(REPLACE(name, '::', '')) >= 2 THEN SUBSTRING_INDEX(SUBSTRING_INDEX(name,'::',2),'::',-1) ELSE NULL END AS 'Sub Service 1', CASE WHEN LENGTH(name)-LENGTH(REPLACE(name, '::', '')) >= 4 TH...

skullz

i would try to test it based on otrs 6 script instead..

https://github.com/OTRS/otrs/tree/rel-6 ... cket/Event

skullz

Basically, both is the same. You are executing the custom module upon some ticket action (create, etc ..).. Either way should make the job done as long you know how to write the module (calling api, update dynamic field etc), sure.. Additionally, the xml for linked url is using for version 4/5. For ...

skullz

I suggest use FAQ module for storing file.

skullz

The easy way that come with default installation is by using Access Control Lists (ACL)

Reference:
https://doc.otrs.com/doc/manual/admin/6 ... n.html#acl

good luck

skullz

I would take a look at system configuration..

viewtopic.php?p=134041#p134041

Good luck

skullz

If my memory served me right, you also need to be an owner/responsible of the ticket before can move the ticket to another queue.

skullz

Just use both <OTRS_AGENT_BODY> <OTRS_CUSTOMER_BODY> in the notification. Or if you really can't live with the "-", tag your ticket first (with dynamic field value) when submitting via agent/customer portal. For example, by using ACL, if ticket via customer portal, dynamic field channel = Portal For...

skullz

Based on https://bugs.otrs.org/show_bug.cgi?id=14357, updating IO::Socket::SSL and Net::SMTP should resolved the issue..

good luck

skullz

Try to use Admin > PostMaster Filter

Search header 'To' = you otrs mailbox

Set Header X-OTRS-DyanmicField_xxx = Yes

Good luck

skullz

ITSMConfigItem::Frontend::AgentITSMConfigItem###ShowColumnsByClass

skullz

Hey, I have a strange problem in my OTRS. Queue A: RW permission Queue B: RO/ MOVE INTO/ MOVE - permission (Queue B is an under Queue of A) When a ticket is created in Queue B I only have RO/MOVE INTO/MOVE permission, which is exactly what I want. But as soon as I moved the ticket into Queue A (whe...

skullz

Either you can manually check exported modified configuration (System Configuration > Import/Export > Export) or running the sql. As a basic, the below sql should do SQL For Current Changes (Unique) SELECT sm.NAME, sm.effective_value AS MODIFIED_VALUE, sd.effective_value AS DEFAULT_VALUE, sm.change_...

skullz

1. Just tested it..look like must used the prefix 'User' So instead of AgentEntity => 'mail', Use UserEntity => 'mail', 2. XML should look like this <Setting Name="PreferencesGroups###Entity" Required="0" Valid="1"> <Description Translatable="1">Defines the config parameters of this item, to be show...

skullz

$Self->{'AuthSyncModule::LDAP::UserSyncMap2'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', UserPhoneNumber => 'telephonenumber', }; Did you write a new Module in Custom/Kernel/ adding a modification of System/Auth/Sync/LDAP.pm ? What did you change from ...

skullz

If agent profile,
viewtopic.php?p=169633#p169633

For customer user, you just can expand the customer user mapping array with the additional attributes. E.g: sync telephonenumber from AD to otrs

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[ 'UserPhone',      'Phone',      'telephonenumber', 1, 0, 'var', '', 0 ],

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