Search found 360 matches

by skullz
15 Jan 2021, 19:50
Forum: General
Topic: Duplicate notifications to customers
Replies: 2
Views: 22

Re: Duplicate notifications to customers

Check system configuration for Ticket::Frontend::ComposeReplaceSenderAddress
by skullz
09 Jan 2021, 09:49
Forum: Help
Topic: Ticket Article Create
Replies: 2
Views: 85

Re: Ticket Article Create

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',                                            
by skullz
07 Jan 2021, 00:09
Forum: Help
Topic: Time range for stat reports via CLI
Replies: 3
Views: 71

Re: Time range for stat reports via CLI

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
by skullz
05 Jan 2021, 03:54
Forum: Help
Topic: Performance issues - Proxy error
Replies: 3
Views: 55

Re: Performance issues - Proxy error

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...
by skullz
31 Dec 2020, 02:02
Forum: General
Topic: First respons column not show anything
Replies: 4
Views: 86

Re: First respons column not show anything

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...
by skullz
30 Dec 2020, 18:02
Forum: General
Topic: First respons column not show anything
Replies: 4
Views: 86

Re: First respons column not show anything

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 ...
by skullz
29 Dec 2020, 13:21
Forum: General
Topic: OTRS community edition is dead?
Replies: 4
Views: 577

Re: OTRS community edition is dead?

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
by skullz
20 Dec 2020, 14:06
Forum: Help
Topic: article_plain table management
Replies: 5
Views: 93

Re: article_plain table management

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...
by skullz
11 Dec 2020, 03:54
Forum: Help
Topic: [CLOSED] Customer Self Generate 2FA Secret Key
Replies: 2
Views: 100

Re: [Help] Customer Self Generate 2FA Secret Key

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...
by skullz
10 Dec 2020, 18:10
Forum: Help
Topic: [CLOSED] Customer Self Generate 2FA Secret Key
Replies: 2
Views: 100

[CLOSED] Customer Self Generate 2FA Secret Key

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...
by skullz
10 Dec 2020, 07:51
Forum: Developers
Topic: OTRS mail body table name
Replies: 1
Views: 66

Re: OTRS mail body table name

check 'article_data_mime' table
by skullz
10 Dec 2020, 07:48
Forum: Developers
Topic: DB upgrade references tables that don't exist
Replies: 6
Views: 355

Re: DB upgrade references tables that don't exist

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

i guess either charset or db engine type ?
by skullz
08 Dec 2020, 21:20
Forum: Help
Topic: Issue with new OTRS 6 installation
Replies: 2
Views: 103

Re: Issue with new OTRS 6 installation

Restart webserver first then check again
by skullz
03 Dec 2020, 18:24
Forum: Help
Topic: Exclude state classification
Replies: 1
Views: 68

Re: Exclude state classification

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...
by skullz
02 Dec 2020, 18:04
Forum: Help
Topic: OTRS migration help - auto close tickets
Replies: 2
Views: 101

Re: OTRS migration help - auto close tickets

Did you check server date time? It is correct?
by skullz
13 Nov 2020, 09:41
Forum: General
Topic: SolutionInMin different
Replies: 1
Views: 239

Re: SolutionInMin different

Edited..
Wrong answer lol
by skullz
12 Nov 2020, 11:14
Forum: General
Topic: Resolution time Error
Replies: 1
Views: 115

Re: Resolution time Error

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
by skullz
05 Nov 2020, 12:09
Forum: General
Topic: Migrate OTRS System to another server and upgrade to OTRS 6
Replies: 8
Views: 330

Re: Migrate OTRS System to another server

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...
by skullz
04 Nov 2020, 18:22
Forum: General
Topic: OTRS 6 - change date format
Replies: 4
Views: 174

Re: OTRS 6 - change date format

the file only as references..
change the preferred language at Admin > Agent > agent profile > user preferences
by skullz
04 Nov 2020, 17:40
Forum: General
Topic: OTRS 6 - change date format
Replies: 4
Views: 174

Re: OTRS 6 - change date format

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
by skullz
03 Nov 2020, 02:30
Forum: General
Topic: Licences managent
Replies: 2
Views: 173

Re: Licences managent

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.
by skullz
31 Oct 2020, 10:16
Forum: General
Topic: Select all tickets with description field for a queue
Replies: 4
Views: 198

Re: Select all tickets with description field for a queue

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
by skullz
28 Oct 2020, 21:22
Forum: Developers
Topic: CURL request
Replies: 2
Views: 170

Re: CURL request

Your request on article type is agent while the notification is customer body
by skullz
15 Oct 2020, 16:59
Forum: Help
Topic: Manaully closed ticket is reopened every midnight
Replies: 1
Views: 92

Re: Manaully closed ticket is reopened every midnight

1. Admin > Generic Agent ?

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

3. Via Webservices?

4. Check system crontab (root/otrs/another user)
by skullz
09 Oct 2020, 05:16
Forum: Developers
Topic: Getting Dynamic Agent Prefences
Replies: 1
Views: 176

Re: Getting Dynamic Agent Prefences

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
by skullz
08 Oct 2020, 19:36
Forum: Help
Topic: Closed Tickets in the Ticket Event Calendar
Replies: 4
Views: 805

Re: Closed Tickets in the Ticket Event Calendar

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...
by skullz
29 Sep 2020, 17:27
Forum: Help
Topic: change management workflow to manager
Replies: 8
Views: 1172

Re: change management workflow to manager

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...
by skullz
29 Sep 2020, 12:29
Forum: Help
Topic: Open Activity Dialog error Insufficient Rights
Replies: 3
Views: 165

Re: Open Activity Dialog error Insufficient Rights

Do you check in ACLs ?
by skullz
29 Sep 2020, 12:28
Forum: Help
Topic: [Closed] Upgrade to Version 6 Without Attachment (File system)
Replies: 2
Views: 97

Re: Upgrade to Version 6 Without Attachment (File system)

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
by skullz
29 Sep 2020, 06:33
Forum: Help
Topic: [Closed] Upgrade to Version 6 Without Attachment (File system)
Replies: 2
Views: 97

[Closed] Upgrade to Version 6 Without Attachment (File system)

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...
by skullz
26 Sep 2020, 11:17
Forum: Help
Topic: extracting information from the "service"
Replies: 2
Views: 155

Re: extracting information from the "service"

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...
by skullz
22 Sep 2020, 12:47
Forum: Help
Topic: Eventhandler or custom module for parentticketnumber
Replies: 3
Views: 200

Re: Eventhandler or custom module for parentticketnumber

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 ...
by skullz
21 Sep 2020, 09:12
Forum: Help
Topic: How to predefine new ticket queue with user parameters
Replies: 1
Views: 127

Re: How to predefine new ticket queue with user parameters

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
by skullz
16 Sep 2020, 07:12
Forum: Help
Topic: [SOLVED] pending auto close does not work
Replies: 5
Views: 227

Re: pending auto close does not work

I would take a look at system configuration..

viewtopic.php?p=134041#p134041

Good luck
by skullz
16 Sep 2020, 05:37
Forum: Help
Topic: Permission problem
Replies: 2
Views: 149

Re: Permission problem

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.
by skullz
16 Sep 2020, 02:36
Forum: Help
Topic: Ticket notification change following upgrade to OTRS 6
Replies: 2
Views: 155

Re: Ticket notification change following upgrade to OTRS 6

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...
by skullz
09 Sep 2020, 03:12
Forum: Help
Topic: Errors
Replies: 16
Views: 599

Re: Errors

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

good luck
by skullz
08 Sep 2020, 17:27
Forum: General
Topic: Open Ticket Notification filter by dynamicfield
Replies: 1
Views: 201

Re: Open Ticket Notification filter by dynamicfield

Try to use Admin > PostMaster Filter

Search header 'To' = you otrs mailbox

Set Header X-OTRS-DyanmicField_xxx = Yes

Good luck
by skullz
08 Sep 2020, 12:54
Forum: Help
Topic: Edit CMDB view columns
Replies: 1
Views: 176

Re: Edit CMDB view columns

ITSMConfigItem::Frontend::AgentITSMConfigItem###ShowColumnsByClass
by skullz
04 Sep 2020, 16:02
Forum: Help
Topic: Agent Permissions not work after Queue change
Replies: 3
Views: 180

Re: Agent Permissions not work after Queue change

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...
by skullz
03 Sep 2020, 06:46
Forum: Help
Topic: [SOLVED] Logging of system configuration changes
Replies: 3
Views: 224

Re: Logging of system configuration changes

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_...
by skullz
01 Sep 2020, 14:15
Forum: Developers
Topic: Create a new environment variable using LDAP parameters
Replies: 17
Views: 865

Re: Create a new environment variable using LDAP parameters

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...
by skullz
28 Aug 2020, 19:56
Forum: Developers
Topic: Create a new environment variable using LDAP parameters
Replies: 17
Views: 865

Re: Create a new environment variable using LDAP parameters

$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 ...
by skullz
24 Aug 2020, 07:36
Forum: Help
Topic: synchronize user data
Replies: 1
Views: 132

Re: synchronize user data

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

Code: Select all

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