Search found 76 matches

by vinesh
08 Jun 2018, 06:51
Forum: Help
Topic: Error: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-00
Replies: 0
Views: 15273

Error: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-00

from past 2 days i'm getting below error message on my OTRS and i have not changed any setting from a pretty long time. please some one give me solution, Thanks.
Error: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-00 Need QueueID, TicketID!
by vinesh
08 Jun 2018, 06:50
Forum: Help
Topic: Error of GenericAgent Job
Replies: 0
Views: 16530

Error of GenericAgent Job

from past 2 days i'm getting below error message on my OTRS and i have not changed any setting from a pretty long time. please some one give me solution, Thanks. Error: OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-00 GenericAgent Job: Urgent Incident - Netw...
by vinesh
03 Mar 2017, 07:57
Forum: General
Topic: ERROR: OTRS-CGI-01 Perl: 5.16.3
Replies: 1
Views: 2903

ERROR: OTRS-CGI-01 Perl: 5.16.3

Getting this errors from Apache error.logs, is there any fix for this? please someone help Thanks. ERROR: OTRS-CGI-01 Perl: 5.16.3 OS: linux Time: Thu Mar 2 18:36:31 2017 Message: Need QueueID, TicketID! RemoteAddress: 10.67.xx.xx RequestURI: /otrs/index.pl Traceback (10654): Module: Kernel::System:...
by vinesh
27 Jan 2017, 02:52
Forum: General
Topic: Stop Time of Ticket counting - SLA
Replies: 11
Views: 6582

Re: Stop Time of Ticket counting - SLA

You can also try below Addon freely for otrs version 5, it works perfectly but in ticket information of the ticket SLA shows future date where it suppose to show SLA SUSPENDED text.
http://complemento.net.br/works/slastop-5-0-1/
by vinesh
04 Jan 2017, 15:24
Forum: General
Topic: SLA & Solution time
Replies: 8
Views: 4212

Re: SLA & Solution time

Thank you very much Alexus all working fine as per your instructions provided to me. :D :D :D
by vinesh
02 Jan 2017, 15:02
Forum: General
Topic: SLA & Solution time
Replies: 8
Views: 4212

Re: SLA & Solution time

Hi Alexus, Happy new year and New look after changes as shown in the picture but this was done on live Kernel/Output/HTML/Templates/Standard/AgentTicketZoom.tt page and not under /opt/otrs/Custom/*. I know we need to keep folder structure similar to original /opt/otrs/Custom/Kernel/Output/HTML/Templ...
by vinesh
29 Dec 2016, 12:27
Forum: General
Topic: SLA & Solution time
Replies: 8
Views: 4212

Re: SLA & Solution time

Thank you alexus for the solution :D :)
by vinesh
28 Dec 2016, 16:34
Forum: General
Topic: SMTP authentication failed: 5355.7.3 Authentication unsuccessful
Replies: 1
Views: 1760

SMTP authentication failed: 5355.7.3 Authentication unsuccessful

i know this is old post and no clear information on exchange email configuration on otrs. SMTP authentication failed: 5355.7.3 Authentication unsuccessful.
by vinesh
28 Dec 2016, 16:32
Forum: General
Topic: SLA & Solution time
Replies: 8
Views: 4212

Re: SLA & Solution time

Hi alexus...can you please guide me this light custom development to show SLA business time or else let me know ticket information page file name and location so that i can try myself.
by vinesh
24 Dec 2016, 11:39
Forum: General
Topic: SLA & Solution time
Replies: 8
Views: 4212

SLA & Solution time

i have defined a queues with SLA and my calendar. my calendar starts on monday and set to 9Am to 5Pm which is 8 working hours a day and 5 days a week from monday to friday (Saturday and sunday holiday) and SLA is set for 4 working days which is 8 Hours x 60 mins = 480 mins x 4 days = 1920 mins (32 H...
by vinesh
23 Nov 2016, 16:18
Forum: General
Topic: SolutionDiffInMin
Replies: 2
Views: 2043

SolutionDiffInMin

Hi,

Can anybody help me with calculation of SolutionDiffInMin through SQL?
by vinesh
22 Nov 2016, 13:46
Forum: General
Topic: Calculate the solution time excluding SLA Pause
Replies: 1
Views: 1395

Calculate the solution time excluding SLA Pause

Hi,

I am using SLA stop for some status and I wanted to calculate the solution time excluding the time ticket was in pause. Can anybody give me the sql query for that?
by vinesh
22 Nov 2016, 05:22
Forum: General
Topic: Honour third-party ticket number
Replies: 3
Views: 1705

Re: Honour third-party ticket number

In that case how can i avoid looping?
by vinesh
21 Nov 2016, 05:45
Forum: General
Topic: Honour third-party ticket number
Replies: 3
Views: 1705

Honour third-party ticket number

Hi, I wanted to configure OTRS in such a way that if i recieve ticket from other ticket system,it should carry that systems ticket number and OTRS shouldnt create a new ticket instead. Through PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition1 i am able to recognize third party ticke...
by vinesh
14 Nov 2016, 15:48
Forum: General
Topic: Communicating to other ticket system
Replies: 2
Views: 1661

Communicating to other ticket system

Hi, We uses OTRS and our partner uses Footprint ticket system. Is there a way to achieve below functionality? While a mail send from footprint to OTRS a ticket has to create and no looping should happen. I tried setting X-OTRS-Loop: True ..its not getting looped while sending first time but every fo...
by vinesh
04 Nov 2016, 15:43
Forum: Help
Topic: Remove Pending date from AgentTicketClose page in OTRS v5
Replies: 5
Views: 2607

Re: Remove Pending date from AgentTicketClose page in OTRS v5

hi can any one help on this please.............
by vinesh
20 Oct 2016, 10:57
Forum: General
Topic: Need QueueID, TicketID!
Replies: 0
Views: 1196

Need QueueID, TicketID!

Getting below error in system log from past some days...is there any solution for this. System logs: Thu Oct 20 14:23:16 2016 error OTRS-CGI-00 Need QueueID, TicketID! Thu Oct 20 14:23:15 2016 error OTRS-otrs.Console.pl-Maint::Ticket::PendingCheck-00 There was an error executing Execute() in Kernel:...
by vinesh
19 Oct 2016, 14:02
Forum: Help
Topic: Remove Pending date from AgentTicketClose page in OTRS v5
Replies: 5
Views: 2607

Re: Remove Pending date from AgentTicketClose page in OTRS v5

yes it will very helpful...because agents are changing date and the tickets are getting rejected and asking to create new ticket when customers are responding to the ticket within 3 days. I have set pending autoclose+/- for 3 days.
by vinesh
19 Oct 2016, 10:56
Forum: Help
Topic: Remove Pending date from AgentTicketClose page in OTRS v5
Replies: 5
Views: 2607

Re: Remove Pending date from AgentTicketClose page in OTRS v5

by default pending autoclose+/- state has date inputs which will not solve my purpose.....just need to hide date input in the AgentTicketClose page not the state....i tried editing AgentTicketActionCommon.tt file for hiding date input but ticket is not closing and its getting looped to the same page...
by vinesh
17 Oct 2016, 15:45
Forum: Help
Topic: Remove Pending date from AgentTicketClose page in OTRS v5
Replies: 5
Views: 2607

Remove Pending date from AgentTicketClose page in OTRS v5

Removing Pending date: For all pending* states from AgentTicketClose page only on OTRS v5.0.13 because i have autoclose+/- tickets after 3 days but some agents changing autoclose+/- pending date and time for immediate closing of the tickets. please help and suggest me ASAP thanks.
by vinesh
27 Sep 2016, 09:11
Forum: General
Topic: Prevent email follow up after ticket close
Replies: 9
Views: 12549

Re: Prevent email follow up after ticket close

Hi

i have already installed SlaStop from Complemento on my otrs version 5.0.13 but still issue reflecting on my agents dashboard, please someone help.
by vinesh
24 Sep 2016, 17:48
Forum: General
Topic: Prevent email follow up after ticket close
Replies: 9
Views: 12549

Re: Prevent email follow up after ticket close

Pending auto close+ and auto close- working with new version 5.0.13 without generic agent job now, but I have a problem if i close the tickets with pending auto close+ or auto close- its appearing in the dashboard of agents in Escalated Tickets now....how to remove state pending auto close+ or auto ...
by vinesh
10 Dec 2015, 09:44
Forum: General
Topic: Error Message: 413 Request entity too large - POST_MAX=5KB
Replies: 3
Views: 5296

Re: Error Message: 413 Request entity too large - POST_MAX=5KB

thanks for the reply but i got issue resolved myself by changing 5120 in the ZZZAuto.pm and restarted the system.
by vinesh
09 Dec 2015, 09:39
Forum: General
Topic: Error Message: 413 Request entity too large - POST_MAX=5KB
Replies: 3
Views: 5296

Error Message: 413 Request entity too large - POST_MAX=5KB

Hi Everyone i know this is resolved in previous topic but its not clear to me...i have cross checked the previous post solution but everything seems to be fine in my ZZAutoAA.pm configuration. Also while trying default setting i'm getting this error message and i cannot even change any setting in sy...
by vinesh
27 Nov 2015, 17:18
Forum: General
Topic: Wrong email id during auto response
Replies: 1
Views: 1108

Wrong email id during auto response

I have 2 versions of OTRS 4 and as well 5 version & OTRS 4 is working perfectly, but in version 5 i'm getting wrong email id during in auto response but in the article the email id is correct. Please let me know where i'm going wrong.
by vinesh
29 Jun 2015, 17:14
Forum: General
Topic: Email Customer Database
Replies: 0
Views: 14883

Email Customer Database

What is the name tags we have to use when someone sends email from there personal email id for creating email tickets which are not listed in the customer database, please suggest. Example i got this results while testing. User not listed in the customer database and i sent from my personal gmail id...
by vinesh
29 Jun 2015, 17:06
Forum: General
Topic: Email tickets not shown in customer portal
Replies: 1
Views: 6674

Email tickets not shown in customer portal

I have created ticket by sending email to my OTRS and the ticket was created with automated email to my but issue is has my email id is already registered and listed in the customer database as well i have added usergroup to CustomerGroupAlwaysGroups but i cannot see the ticket opened in my customer...
by vinesh
22 Jun 2015, 16:20
Forum: General
Topic: Prevent email follow up after ticket close
Replies: 9
Views: 12549

Re: Prevent email follow up after ticket close

crythias,

I got you, I made auto close with followup as Reject. I could able to change the status for auto close successfully to close successfully using a generic agent job.

Is there a way to change status from auto close successfully to close successfully with out using generic agent job ?
by vinesh
22 Jun 2015, 14:12
Forum: General
Topic: Prevent email follow up after ticket close
Replies: 9
Views: 12549

Re: Prevent email follow up after ticket close

IF I set followup reject, if follow up to closed tickets wouldn't re-open the ticket right?

I want user to re-open the ticket in case their issue not solved with in 3 days and post 3 days they should not be able to reopen.
by vinesh
22 Jun 2015, 13:38
Forum: General
Topic: Prevent email follow up after ticket close
Replies: 9
Views: 12549

Prevent email follow up after ticket close

Hi, Is it possible to block the option to re-opening the old ticket if it is closed successfully 3 days before? Eg:- I used to receive emails from my vendor ticket system asking follow up within 3 days. If I haven't replied in those time frame and later if I am replying, My reply rejects saying tick...
by vinesh
22 Dec 2014, 15:42
Forum: General
Topic: ACL Management
Replies: 0
Views: 788

ACL Management

Hi..can i have just a guide line for adding below ACL from ACL Management..Just needed an sample please and thanks in advance. # possible action options (white list) Action => { AgentTicketBounce => 1, AgentTicketClose => 1, AgentTicketCompose => 0, AgentTicketCustomer => 0, AgentTicketForward => 0,...
by vinesh
15 Dec 2014, 13:01
Forum: General
Topic: DB error after Upgrade from 3.3 to 4
Replies: 4
Views: 2155

Re: DB error after Upgrade from 3.3 to 4

which version of OTRS 4.xx are you using?

Refer : viewtopic.php?f=53&t=27285
by vinesh
11 Dec 2014, 14:56
Forum: General
Topic: Postmaster filtering
Replies: 3
Views: 1566

Re: Postmaster filtering

Filter Condition difference for the below because i see document for only X-OTRS-Loop not for X-Loop and X-No-Loop, so requesting the difference between this 3. Thanks.

X-Loop
X-No-Loop
X-OTRS-Loop
by vinesh
05 Dec 2014, 14:48
Forum: General
Topic: Postmaster filtering
Replies: 3
Views: 1566

Re: Postmaster filtering

Hi RStraub Thanks it worked superb.
by vinesh
05 Dec 2014, 13:14
Forum: General
Topic: Postmaster filtering
Replies: 3
Views: 1566

Postmaster filtering

hi, I wanted to create a postmaster filter based on the subject and if subject matches exactly, it should change the customer ID and other details.If its not matching exactly system should not consider this rule. when I do in OTRS, if my condition matches anywere in subject, it is applying the rule....
by vinesh
05 Dec 2014, 12:03
Forum: General
Topic: Need Data!
Replies: 6
Views: 3952

Re: Need Data!

hi cythias until today afternoon my OTRS version was 4.0.1-02 and today afternoon i have upgraded to 4.0.2-01 and all working fine without any issues and errors now. Thanks.
by vinesh
04 Dec 2014, 09:12
Forum: General
Topic: [SOLVED] Apache is not handling Customer.pl when a customer open the Ticket Zoom.
Replies: 10
Views: 4271

Re: Apache is not handling Customer.pl when a customer open the Ticket Zoom.

If you have imported ACL from config.pm to ACL editor, you need to alert some ACL's which you have imported already. If you have Group_rw with queue ACL please disable the ACL and try...which i disabled and alerted the ACL later and working fine now.
by vinesh
03 Dec 2014, 17:16
Forum: General
Topic: Need Data!
Replies: 6
Views: 3952

Re: Need Data!

crythias i not clear with your question what you have replied me....please be clear. i have posted many post replied promptly after the issue is resolved.
by vinesh
03 Dec 2014, 16:48
Forum: General
Topic: Need Data!
Replies: 6
Views: 3952

Re: Need Data!

hi crythias i am upgraded from 3.3.8 to 4.0.1...3.3.8 was working good without any errors after i upgraded i had lots of issues which was fixed myself but this errors continued until now. If i disable some ACL's then there is no errors but when i activate it throws errors as mentioned in the 1st post.
by vinesh
03 Dec 2014, 10:02
Forum: General
Topic: Need Data!
Replies: 6
Views: 3952

Need Data!

I am getting lots of Need Data! error on my OTRS system, After checking OTRS logs i found below error messages but i am not able to find out which Ticket ACL is giving error to compare data. i have almost more then 30 ACL how to find it out...please help me. thank you. [Wed Dec 3 13:21:44 2014][Erro...
by vinesh
01 Dec 2014, 21:44
Forum: General
Topic: DBUpdate-to-4.pl
Replies: 4
Views: 3162

Re: DBUpdate-to-4.pl

I do had same issue..but issue resolved by removing process management entityids.. Before doing this please take backup of process management entityids if any.
by vinesh
01 Dec 2014, 21:35
Forum: General
Topic: [SOLVED] Apache is not handling Customer.pl when a customer open the Ticket Zoom.
Replies: 10
Views: 4271

Re: Apache is not handling Customer.pl when a customer open the Ticket Zoom.

I do had same issue..but issue resolved by adjusting ACL in ACL editor.
by vinesh
27 Nov 2014, 13:33
Forum: General
Topic: After upgrade to 4 ACL isn't working
Replies: 4
Views: 2054

Re: After upgrade to 4 ACL isn't working

Thanks jojo...i imported all the ACL's from config.pm today and needed some alternation work for each ACL and it worked superb :) Thanks once again.
by vinesh
26 Nov 2014, 18:35
Forum: General
Topic: After upgrade to 4 ACL isn't working
Replies: 4
Views: 2054

Re: After upgrade to 4 ACL isn't working

My all ACL is in config.pm not on ACL editor, but before upgrade i have taken backup of config.pm and database too. please let me know how can i import config.pm ACL's to ACL editor.
by vinesh
26 Nov 2014, 18:02
Forum: General
Topic: After upgrade to 4 ACL isn't working
Replies: 4
Views: 2054

After upgrade to 4 ACL isn't working

Hi all i know today was my bad day that after upgrading to 4..i have fixed my self most of the errors shown in the system logs but i am not able to fix ACL because the system works fine if the ACL is removed from config.pm and if i add all my old ACL to config.pm then the system throw errors in the ...
by vinesh
26 Nov 2014, 13:10
Forum: General
Topic: DB error after Upgrade from 3.3 to 4
Replies: 4
Views: 2155

Re: DB error after Upgrade from 3.3 to 4

My issue resolved after deleting all Process Management events and did DBUpdate-to-4.pl which was giving error if the Process Management events are available. Thanks.
by vinesh
26 Nov 2014, 13:10
Forum: General
Topic: Getting new errors after upgrading 3.3 to 4
Replies: 2
Views: 1759

Re: Getting new errors after upgrading 3.3 to 4

My issue resolved after deleting all Process Management events and did DBUpdate-to-4.pl which was giving error if the Process Management events are available. Thanks.
by vinesh
26 Nov 2014, 13:10
Forum: General
Topic: Error after Upgrade from 3.3 to 4
Replies: 7
Views: 3896

Re: Error after Upgrade from 3.3 to 4

My issue resolved after deleting all Process Management events and did DBUpdate-to-4.pl which was giving error if the Process Management events are available. Thanks.
by vinesh
26 Nov 2014, 12:23
Forum: General
Topic: Error after Upgrade from 3.3 to 4
Replies: 7
Views: 3896

Re: Error after Upgrade from 3.3 to 4

It is already set for all agents as shown in the screenshot....
by vinesh
26 Nov 2014, 12:18
Forum: General
Topic: Getting new errors after upgrading 3.3 to 4
Replies: 2
Views: 1759

Getting new errors after upgrading 3.3 to 4

before upgrading to 4 my 3.3 was without any error and worked perfectly. The below error i'm getting when i click on note from agent interface and a window pop up giving below error Insufficient Rights Message: You need note permissions! Back to the previous page Go to dashboard! System log Wed Nov ...