Znuny and ((OTRS)) Community Edition

Sayannara

It works fine

<OTRS_TICKET_DynamicField_myfield1_Value> some text <OTRS_TICKET_DynamicField_myfield2_Value>

GenericAgent should do the trick as well.

Sayannara

Sorry late reply.

Well I can do a kinit and see the result with klist successfully.
OTRS Business Support does not help because my installation is on promise.

Error message => User: No $ENV{REMOTE_USER} or $ENV{HTTP_REMOTE_USER} !(REMOTE_ADDR: 172.22.22.62).

Sayannara

Hello this is so painful, it does not longer work! I even reinstalled a fresh installation :-( Even when the configuration was not correct I had a popup asking for credential but I don't have it anymore. There is no 401 request at all. I used wireshark and Fiddler to analyze the network, and I don't...

Sayannara

Thank you

I don't have unlimited ticket and as order fields seems to be basic, I would have expected to find a solution here.

Sayannara

Hello

I do use commercial Business features, I have "Dynamic Ticket Template" feature enabled and I'm wondering how I can order the dynamic fields?

I cannot find a way in the official doc.

Thank you

Sayannara

Hello, I'm trying to understand how I could use the "show link" and "show link preview" of dynamic fields. The doc: Show link: Optional. If set, the field value will be converted into a clickable link for display screens (like ticket zoom or overviews). For example, if "Show...

Sayannara

After a call with the OTRS support it seems that it is a bug. This settings has been removed... I'll open a bug in https://bugs.otrs.org.

https://bugs.otrs.org/show_bug.cgi?id=13953

Sayannara

I finally after to many hours.. days... got it working! (Centos 7). Extra information... my server's name is: feto1s080 realm: fednet.local 1. create user -> samAccountName: ITMOTRSSSO -> servicePrincipalName: HTTPS/feto1s080.fednet.local, HTTPS/feto1s080 -> userPrincipalName: HTTPS/feto1s080.fednet...

Sayannara

"Can I as well disable rating?" From the doc we should find (V. 6.0.5) 1.62. -> FAQ::Frontend::AgentFAQRelatedArticles### VoteStarsVisible. Could not find that entry 1.100. -> FAQ::Frontend::CustomerFAQRelatedArticles###VoteStarsVisible. Found Any suggestion to how to disable the rating? T...

Sayannara

Okay thank you.

Actually I created on the local server a second database otrs_data to not change the default database so everything is fine.

Sayannara

the permission on the dialogue is needed to get permissions on the dialogue (if it differs from queue permissions)

This is correct!

Sayannara

uh ?

Clean caches of MYSQL? Or OTRS?

Thank you

Sayannara

Here is the feature
https://otrs.com/otrs-feature/feature-a ... ct-fields/

I decided to create a database otrs_data and with PowerShell I'll populate my own customers table every day.

Thank you.

Sayannara

Hello I am able to use a dynamic field, database type, to fill values with agents as I can get them from the users table of my OTRS DB. I would do the same with customers but my tables are empty. customer_user customer_user_customer Should I change my Config.pm to sync them? They currently log in wi...

Sayannara

Hello probably an easy question, in a process what is the permission for in an Activity Dialog? There is no example in the doc => https://doc.otrs.com/doc/manual/admin/5.0/en/html/process-management.html#id-1.7.3.4.16 Is it permission about a queue? For example if you are not granted to "owner&...

Sayannara

This is exactly what I need. I would then to adapt the JS line for my needs and I'm really not confident. </a><script type="text/javascript"> var body ="$Data{"UserManager"}", result=body.replace(/(cn=)/ig, ""), result=result.replace(/,ou=XXXX,dc=XXXX,dc=XXX,d...

Sayannara

https://bugs.otrs.org/show_bug.cgi?id=13511

Sayannara

I aked the customer the send me this specific email. I sent it to the support email. Two new emails are now created.... (!) The message when the ticket should have been created: 1  Kernel::System::PostMaster From: Dupont dupont <dupont.dupont@cppvd.ch> 26/01/2018 14:40:03 2  Kernel::System::PostMa...

Sayannara

Another case.... Another customer 14h31 the message arrived to our Exchange sever, 14h41 OTRS fetch the email, pop3 I asked the customer, it was a new email from new message (not answer or forward), customer got the automatic answer ticketID=8443 ticketNumber=018440 http://support.fednet.local/otrs/...

Sayannara

http://support/otrs/index.pl?Action=AgentTicketZoom;TicketID=8330 Message: This ticket does not exist , or you don't have permissions to access it in its current state. Back to the previous page Go to dashboard! BTW: TicketID=8330 http://yourdomain/otrs/index.pl?Action=AgentTicketZoom;TicketID=8330...

Sayannara

Well I checked, yes it is enabled, was already with OTRS 5. Isn't this feature enabled by default? I had no idea that it exists. If I understand as long as we have ticket number in the subject, this feature isn't necessary? Okay with this feature disabled, a new ticket is created! But that's weired,...

Sayannara

Hi Wurzel

We didn't change the state name. New, open, merged, pending reminder, ...

I always try to keep our OTRS the most standard possible.

Thank you.

Sayannara

Hello

Please any thaught about this case?

Why would the system try to add a new content to an merged ticket? Doey by any chance OTRS 6 change something with the follow up. Isn't it only with the ticket number #xxxxxx?

Sayannara

Connection 1  Kernel::System::MailAccount::POP3 Open connection to 'owa.fve.ch' (ITMOTRSIT). 17/01/2018 14:29:01 2  Kernel::System::MailAccount::POP3 1 messages available for fetching (ITMOTRSIT/owa.fve.ch). 17/01/2018 14:29:01 3  Kernel::System::MailAccount::POP3 Prepare fetching of message '1/...

Sayannara

This is so cool, I love OTRS.

That said, there is no failed (0).

I noticed that if I change one letter in the object it works! The email become a ticket.

Sayannara

Okay I changed the MinimumLogLevel to debug. I reproduced the issue but nothing appears in this log. The communication log now... seems more complicated to setup http://doc.otrs.com/doc/manual/developer/stable/en/html/ch02s03.html To take advantage of the new system, first create a non-singleton ins...

Sayannara

We only have only one OTRS server running, I say this because it happened few years ago that a test server fetched email instead of production one. I asked the user to resend the same email and i can reproduce the issue. There should be something in this email I guess. I asked him to forward this em...

Sayannara

Hello We do encounter a serious issue. From yesterday it appears that we lost (at least) 2 emails. We use MS Exchange, log says email reached the mailbox which OTRS fetch email with POP3. The mailbox is empty and nothing appears in OTRS. I'm looking for a PostMaster log, I cannot find anything --> /...

Sayannara

Hello Please may I have your help, I get a similar error. [Mon Jan 15 07:37:02 2018][Error][Kernel::System::CustomerUser::_CustomerUserFullname][1348] Need UserFirstname! This log occures from Monday to Friday only, even the night when no one use OTRS. And It can occrue many times a minute. I unders...

Sayannara

Okay! Upgraded!

I was looking in table of Contents, and there wasn't any chapter with upgrading like in version 5 and I could not find with Google.
(http://doc.otrs.com/doc/manual/admin/st ... index.html)

By the way may I ask how to remove the new calendar tab to the agent interface?

Sayannara

Hello I'm looking for an official upgrade doc 5 to 6. I didn't find it so I go with http://doc.otrs.com/doc/manual/admin/5.0/en/html/upgrading.html Please what are the differences ? I can't find DBUpdate-to-6.mysql.sql otrs@FETO1S075:~> find -name *.sql ./scripts/database/otrs-initial_insert.oracle....

Sayannara

That's unfortunate and I wouldn't expect it. Did you have a typo in the .xml ? Could you still post the whole block you edited? <Item Key="Data"> <Hash> <Item Key="10">10</Item> <Item Key="15">15</Item> <Item Key="20">20</Item> <Item Key="25">25</It...

Sayannara

Okay I got it.

I do not know how it works. What I know is that if I only change within sysconfig it works. My advice would be to not change the XML file.

Sayannara

Well I changed the config file, and I went to sysconfig, there wasn't any change. I then also changed within sysconfig and then got back to OTRS. But there was an error message saying "There is no config form small view". Backend ERROR: OTRS-CGI-01 Perl: 5.18.1 OS: linux Time: Tue Jul 25 0...

Sayannara

We are using the CMDB and it would be convenien for us to show more than 35 config item per page. I am an sysadmin, I cannot develop anything, but I can change setting if possible. I found this config file /opt/otrs/Kernel/Config/Files/ITSMConfigItem.xml https://github.com/OTRS/ITSMConfigurationMana...

Sayannara

Hello This is true that is annoying that there is no documentation. I would suggest this: First add manually a CI in the category that you want to import data. Then setup your template with all mapping elements, add the header to make it easier. Export data so you can get a file which has the proper...

Sayannara

Is it be possible to add a default value in the class definition ? If yes what's the syntax ?

Sayannara

Well no response.

When you want to link CIs each other, the first field is ConfigItem#. It would be (more) usable if we could use a number which as only 2+4 digits instead of having 2+8 => 0158000007.

Maybe in a next version ?

Sayannara

Hello

I was wondering why I could not find ITSMConfigItem::NumberGenerator::AutoIncrement::MinCounterSize. There are the equivalent for Core::ITSMChange and Core::Ticket.

I suppose I cannot just add it ?

Thanks

Sayannara

18 april 2017 the problem is still there.

OTRS 5.05
Chrome Version 57.0.2987.133 (64-bit)

Sayannara

Marvelous

Ticket::EventModulePost###910-ForceUnlockOnMove

Forces to unlock tickets after being moved to another queue.

Sayannara

Hi

I've been searching how to not unlock a ticket when moved, and I only see people asking for the opposite... Weired I think. Did I change something once ?

Even if we have queue permissions, when agents move a ticket to another queue, the ticket automatically unlock.

Thank you

Sayannara

http://jeffeske.com/blog/otrs-remove-co ... er-portal/

Sayannara

Okay New ticket notification was disabled

Sayannara

There isn't any error in "system log" and no trace of notification in the history. I don't know if it helps TransitionAction-34425da191402bdece79ec1b1278f75a: ChangeTime: 2016-07-29 14:03:45 Config: Config: ArticleType: note-external Body: Ce message est généré automatiquement lors de l'ut...

Sayannara

Thank you. Yes I am aware that the agent who triggered the transition wont have a notification (which makes sense). I'm doing my test with another account. I added this parameter: ForceNotificationToUserID: 41 but the agent 41 did not receive any notification. But if I change the owner for the same ...

Sayannara

Hi I rellay enjoy OTRS Process Management. I unfortunately have a notificaiton issue when using ticketCreate module. Users aren't notified for the ticket created by the process. My settings for the Transition Action are the following: ArticleType: note-external Body: mytext ContentType: text/plain; ...

Sayannara

Okay I reread the doc and I noticed that I can check a value of a dropdown the same way as text fields.

Any example with regexp or "Transition Validation Module" would help.

Sayannara

Hello I'm building simple but usefull process for our enterprise. I am trying to check a value of a checkbox and/or dropdown in a transition. The only field I am able to check is text. with [DynamicField_myField] Type: String Value: [myValue] How can I check values of checkbox and dropdown for examp...

Sayannara

Code an extensions and send a pull request via github

What ?

As I don't understand the answer I may not have the ability to do so.

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