Search found 47 matches

by firebolt
16 Aug 2019, 06:23
Forum: Help
Topic: Debian 10 buster - mail problem
Replies: 0
Views: 1210

Debian 10 buster - mail problem

Hello! We have a mail fetching problem after upgrading server's OS from Debian 9 to Debian 10. Tried to make a fresh install of OTRS and Debian 10 and got the same problem. No matter what protocol to use. But when using POP3S (like it works on Debian 9), the error message is: Backend ERROR: OTRS-CGI...
by firebolt
15 Aug 2017, 10:11
Forum: General
Topic: [Solved] Variables for Templates
Replies: 14
Views: 12317

Re: Variables for Templates

crythias wrote:
Use <OTRS_CONFIG_MyVariable>
in Config.pm:
$Self->{MyVariable} = "<b>Hello, World</b>";
Thank you very much! That's what I'm looking for.
by firebolt
25 May 2017, 11:06
Forum: Help
Topic: "Need module!" error
Replies: 0
Views: 790

"Need module!" error

Hi to everyone who is interested in my trouble! I have an unusual trouble. All the system works just fine. No bags, lags or hangs. But after every web request to the server it generates this "Need module!" error. Apache's log looks like this: ERROR: OTRS-CGI-10 Perl: 5.20.2 OS: linux Time: Thu May 2...
by firebolt
18 Jan 2016, 05:33
Forum: Help
Topic: OTRS 5 search issues
Replies: 6
Views: 1446

Re: OTRS 5 search issues

You need to check in /var/log/messages what the complete errormessage is. System Log often leaves out essential information. In /var/log/messages I found this: [Fri Jan 15 14:56:49 2016][Error][Kernel::System::CustomerUser::DB::CustomerSearch][189] Need Search, UserLogin, PostMasterSearch, Customer...
by firebolt
12 Jan 2016, 12:55
Forum: Help
Topic: OTRS 5 search issues
Replies: 6
Views: 1446

Re: OTRS 5 search issues

Maybe some one can tell anything about the messages from System Log?
by firebolt
06 Jan 2016, 13:15
Forum: Help
Topic: OTRS 5 search issues
Replies: 6
Views: 1446

Re: OTRS 5 search issues

I've ran Index Rebuild

Code: Select all

bin/otrs.Console.pl Maint::Ticket::FulltextIndexRebuild
And after this action I can't find even one ticket with russian words in the ticket's subject :D
by firebolt
06 Jan 2016, 09:40
Forum: Help
Topic: OTRS 5 search issues
Replies: 6
Views: 1446

Re: OTRS 5 search issues

root wrote:What's your setting of Ticket::SearchIndexModule?
It is StaticDB.
by firebolt
06 Jan 2016, 06:47
Forum: Help
Topic: OTRS 5 search issues
Replies: 6
Views: 1446

OTRS 5 search issues

Hello! We use OTRS in Russian language. After upgrading OTRS from 4.0.8 to 5.0.5 we got issues with the search engine. The engine can not find the tickets with words written in Cyrillic letters in the subject of the ticket, if these tickets were created after the OTRS upgrading. In other words, if w...
by firebolt
17 Sep 2013, 06:29
Forum: Help
Topic: Doesn't change Organization Name in the Customer interface
Replies: 0
Views: 318

Doesn't change Organization Name in the Customer interface

Hi!

I'm trying to change Organization Name in the Framework -> Core config. This parameter changed in the ZZZAuto.pm file but there is no changes on the Customer's page. I suggest this issue begins since I upgraded OTRS from 3.1.x to 3.2.7.

So, I'm here to ask for your help.
by firebolt
13 Jun 2013, 07:19
Forum: Help
Topic: (SOLVED) ACLs not working since 3.2
Replies: 13
Views: 1427

Re: ACLs not working since 3.2

bayerex wrote:I must also apologise. I misread the Upgrading doc and made an unnecessary key definition above my ACLs. I understand better now!
Good for you!
by firebolt
12 Jun 2013, 13:34
Forum: Help
Topic: [solved] No possibility to create a ticket in customer panel
Replies: 0
Views: 291

[solved] No possibility to create a ticket in customer panel

After upgrading OTRS from 3.1.10 to 3.2.x there is no possibility to create a ticket in customer panel. There is no expanding menu when I navigate mouse to the "My Tickets" button. To solve this issue I deleted my ZZZAuto.pm and ZZZAAuto.pm files, then made screenshots of Config Settings in Ticket -...
by firebolt
12 Jun 2013, 13:29
Forum: Help
Topic: (SOLVED) ACLs not working since 3.2
Replies: 13
Views: 1427

Re: ACLs not working since 3.2

I'm sorry. My ACLs didn't work because of my mistake :oops: Now all is OK.
by firebolt
12 Jun 2013, 12:23
Forum: Help
Topic: (SOLVED) ACLs not working since 3.2
Replies: 13
Views: 1427

Re: ACLs not working since 3.2

bayerex wrote: Any solution for this please?
I'm going to upgrade 3.1.10 with disabled ACLs and then turn it on when the upgrading will be completed.
by firebolt
12 Jun 2013, 06:06
Forum: Help
Topic: (SOLVED) ACLs not working since 3.2
Replies: 13
Views: 1427

Re: ACLs not working since 3.2

Hi! I want to confirm that ACLs really don't work. My config have no change in new version, I compared it with example in 3.2 documentation and found there is no difference. But ACLs just don't work. # ticket acl $Self->{TicketAcl}->{'101-Remove-Close-Button'} = { # match properties Properties => { ...
by firebolt
08 Apr 2013, 08:47
Forum: Помощь
Topic: Незакрываемая заявка
Replies: 3
Views: 6372

Re: Незакрываемая заявка

Оказывается, проще просто удалить заявку. Даже не знал.
by firebolt
08 Apr 2013, 08:00
Forum: Помощь
Topic: Незакрываемая заявка
Replies: 3
Views: 6372

Re: Незакрываемая заявка

Попробуйте GenericAgent. Создаете задание с поиском, так, чтобы выбралась только эта заявка (если знаете номер, то по номеру), а в действиях есть опция - Удалить после выполнения задания. Если все сделаете правильно, она удалится. Можно использовать пункт меню заявки - Удалить. Его можно настроить ...
by firebolt
08 Apr 2013, 07:01
Forum: Помощь
Topic: Незакрываемая заявка
Replies: 3
Views: 6372

Незакрываемая заявка

Здравствуйте, уважаемые! У меня в системе появилась давненько заявка. Она незакрываемая. Тема ее начинается со слова "Read..." и дальше в теме кучу раз повторяется фраза "Заявка c темой такой-то номер такой-то была закрыта..." Заявка была создана автоматом, высланным на адрес OTRS письмом. Аналогичн...
by firebolt
24 Jan 2013, 09:01
Forum: General
Topic: How to use Jasper Reports with OTRS?
Replies: 3
Views: 1266

Re: How to use Jasper Reports with OTRS?

Yes, I understand that. But I didn't get how to install Jasper. What to install: jasperreports server or iReports only or something else?

And if you know can you give me a link where I can to read about SQL requests directly to OTRS database? I need some deeper SQL knowledge.
by firebolt
23 Jan 2013, 05:37
Forum: General
Topic: How to use Jasper Reports with OTRS?
Replies: 3
Views: 1266

How to use Jasper Reports with OTRS?

Hello.

I don't satisfied with OTRS's stats module. I heard it's possible to use Jasper Reports for getting stats from OTRS's database in acceptable form. Please help me to understand the issue. How to use it?
by firebolt
27 Nov 2012, 07:14
Forum: Help
Topic: Don´t list New ticket type
Replies: 10
Views: 2857

Re: Don´t list New ticket type

Hi, dear OTRS Ninjas. It was very needed for me to get this new ticket state type. (I want to use it for agents monitoring) I've added it just like was wrote in the OTRS manual but the new state type didn't appear in the System. So what did I do? I ran bin/otrs.RebuildConfig.pl just like it wrote in...
by firebolt
19 Nov 2012, 10:22
Forum: Help
Topic: [SOLVED] Always view all the queues.
Replies: 10
Views: 1565

Re: [SOLVED] Always view all the queues.

Well. I'll try to use this method. Thank you very much.
by firebolt
19 Nov 2012, 07:04
Forum: Help
Topic: [SOLVED] Always view all the queues.
Replies: 10
Views: 1565

Re: Always view all the queues.

I've made changes in SysConfig in Ticket -> Frontend::Agent::Ticket::ViewSearch and now it works.
by firebolt
19 Nov 2012, 05:55
Forum: Help
Topic: [SOLVED] Always view all the queues.
Replies: 10
Views: 1565

Re: Always view all the queues.

crythias wrote:Click the magnifying glass
Click Create New
Click the dropdown list for "add another Attribute"
Click Queue
...
I can't understand what's going on. I don't find anything using this template. Also I created topic about I couldn't gather statistic using Stats module. Maybe these issues are related?
by firebolt
17 Nov 2012, 12:32
Forum: Help
Topic: [SOLVED] Always view all the queues.
Replies: 10
Views: 1565

Re: Always view all the queues.

jojo wrote:or just use the status view
In the status view I can see all of the opened tickets. But I need to monitor each queue separately.
by firebolt
17 Nov 2012, 08:52
Forum: Help
Topic: [SOLVED] Always view all the queues.
Replies: 10
Views: 1565

Re: Always view all the queues.

OK, I'll try this in the next monday. Thanks.
by firebolt
17 Nov 2012, 07:40
Forum: Help
Topic: [SOLVED] Always view all the queues.
Replies: 10
Views: 1565

Re: Always view all the queues.

crythias wrote:you can always save a search.
I don't understand what it means. How to use it?
by firebolt
17 Nov 2012, 05:50
Forum: Help
Topic: [SOLVED] Always view all the queues.
Replies: 10
Views: 1565

Re: Always view all the queues.

Does nobody really knows how to do it or you just can't get what I want to do?
by firebolt
16 Nov 2012, 05:50
Forum: Help
Topic: [SOLVED] Always view all the queues.
Replies: 10
Views: 1565

[SOLVED] Always view all the queues.

For general situation monitoring I want to always see all the queues in Ticket -> Queue view. But by default I can see the queue only when it has an open ticket, not blocked by any agent. Now I need to modify QueueID in the address bar of my browser: http://server/otrs/index.pl?Action=AgentTicketQue...
by firebolt
16 Nov 2012, 05:38
Forum: General
Topic: Cyryllic letters in tooltips
Replies: 1
Views: 526

Re: Cyryllic letters in tooltips

I don't know how to add tooltips, but I assume you need to create custom translation file. Just copy the ./otrs/Kernel/Language/xx_Custom.pm to ./otrs/Kernel/Language/ru_Custom.pm, in the beginning of the file rename package's name from xx to ru. Then you can add your translation and input these key...
by firebolt
17 Oct 2012, 05:24
Forum: Help
Topic: How to enable customer's phone field?
Replies: 15
Views: 2727

Re: How to enable customer's phone field?

Here is a screenshot

There is an email in CUSTOMERID section.
by firebolt
16 Oct 2012, 13:49
Forum: Help
Topic: How to enable customer's phone field?
Replies: 15
Views: 2727

Re: How to enable customer's phone field?

@firebolt show the entire Config.pm CustomerUser entry, please. $Self->{CustomerUser1} = { Name => 'Company', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'svrmain.company.local', BaseDN => 'OU=Company Users,DC=company,DC=local', SSCOPE => 'sub', UserDN => 'cn=linadmin,ou=Adm...
by firebolt
16 Oct 2012, 13:38
Forum: Help
Topic: How to enable customer's phone field?
Replies: 15
Views: 2727

Re: How to enable customer's phone field?

And what the *.dtl and modules?
by firebolt
16 Oct 2012, 12:55
Forum: Help
Topic: How to enable customer's phone field?
Replies: 15
Views: 2727

Re: How to enable customer's phone field?

jojo wrote:it won't be listed in the overview
It is open source system. It can list me all what I tell it to list. As I understood I need to change some *.dtl.
by firebolt
16 Oct 2012, 11:20
Forum: Help
Topic: How to enable customer's phone field?
Replies: 15
Views: 2727

Re: How to enable customer's phone field?

Hey! I know the name of attribute! It is telephonenumber. This config is works, I found user's phone number in Customer information section in ticket creating dialog. But it still doesn't listed in "Customers" menu item.
by firebolt
16 Oct 2012, 06:55
Forum: Help
Topic: How to enable customer's phone field?
Replies: 15
Views: 2727

Re: How to enable customer's phone field?

BrianYin wrote:Does the attribuate name (telephonenumber) as same as your DB?
What do you mean? Do you mean the LDAP DB? Yes, I have MS Active Directory 2003. I tried the "phone" attribute too.
by firebolt
16 Oct 2012, 06:08
Forum: Help
Topic: How to enable customer's phone field?
Replies: 15
Views: 2727

How to enable customer's phone field?

Good time of day. I am searching for manual about enabling phone number field in the Customer's information. I added these strings in Config.pm but the phone is still not displayed. Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ]...
by firebolt
09 Oct 2012, 08:37
Forum: General
Topic: Escalation configure
Replies: 3
Views: 784

Escalation configure

Hello to everyone.

I can't understand how to configure escalation in the System. All that I see is configuration of escalation time in Queue settings. But where this ticket will be escalated? How to configure it's escalation to specific queue? Then how to configure notification about escalation?
by firebolt
09 Oct 2012, 08:16
Forum: Общие вопросы
Topic: Очереди, сервисы и агенты/группы
Replies: 1
Views: 11311

Re: Очереди, сервисы и агенты/группы

Не понимаю проблемы. Создаются три очереди. На них раздаются права для группы пользователей. Теперь при создании заявки они будут видеть этих трех получателей. А агенты настраиваются на соответственные очереди. Все.
by firebolt
27 Sep 2012, 16:21
Forum: Help
Topic: OTRS doesn't see customers
Replies: 16
Views: 2782

Re: OTRS doesn't see customers

This Parameter you described is aprotection not to fetch all users in once (as this really makes no sense). If you search for a user you will specify search parameters to get only a few back. Or do you wan't to scroll through some thousand of users on ticket creation? OK. I can't tell you anything ...
by firebolt
27 Sep 2012, 15:58
Forum: Help
Topic: OTRS doesn't see customers
Replies: 16
Views: 2782

Re: OTRS doesn't see customers

You should have some basic understanding of LDAP for working with LDAP. You should also have some basic knowledge of SMTP, POP3 or other protocols. The manual can not cover basic IT knowledge for everything No no no! It's a specific parameter of a specific program! When I configure other systems fo...
by firebolt
26 Sep 2012, 15:45
Forum: Help
Topic: OTRS doesn't see customers
Replies: 16
Views: 2782

Re: OTRS doesn't see customers

EXG133 wrote:I totally agree more comments would be nice in the default.pm explaining this setting...
It must be in all OTRS Documentations from oldest system version to highest!!! But it doesn't included in anyone :(

Hey crythias, could you affect to this situation?
by firebolt
26 Sep 2012, 12:35
Forum: Help
Topic: OTRS doesn't see customers
Replies: 16
Views: 2782

Re: OTRS doesn't see customers

OK, now my problem is solved.

I've added

Code: Select all

AlwaysFilter => '(&(objectCategory=User)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))',
string and

Code: Select all

CustomerUserSearchListLimit => 900,
string to my Config.pm.

This problem is well known)))
by firebolt
26 Sep 2012, 11:29
Forum: Help
Topic: OTRS doesn't see customers
Replies: 16
Views: 2782

Re: OTRS doesn't see customers

EXG133 wrote:That is not an OTRS issue, your LDAP is configured to have a maximum size when it replies. Configure this on your AD/OpenLDAP.
According to this topic it's an OTRS Bug.
by firebolt
26 Sep 2012, 10:04
Forum: Help
Topic: OTRS doesn't see customers
Replies: 16
Views: 2782

Re: OTRS doesn't see customers

I've configured system logs and saw next errors:

Code: Select all

[Wed Sep 26 12:52:44 2012][Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][363] Sizelimit exceeded
And what does it means?
by firebolt
24 Sep 2012, 13:19
Forum: Help
Topic: OTRS doesn't see customers
Replies: 16
Views: 2782

OTRS doesn't see customers

Hi! I have a problem with ldap authentication of customers. I configured system so that agents and customers can log in with their ldap accounts. But the are not all of our customers appears in Customers menu item. I can see only 2 departments of 26. Here is my config: #АХД $Self->{CustomerUser1} = ...
by firebolt
21 Sep 2012, 08:19
Forum: Помощь
Topic: OTRS и LDAP: система не видит всех пользователей
Replies: 1
Views: 2994

OTRS и LDAP: система не видит всех пользователей

Всем привет! OTRS 3.1.10 (3.1.7, 3.1.5), Windows 2003 Server AD. Проблема c добавлением клиентов в систему. Авторизацию для всех настроил через LDAP, все могут зайти (агенты и клиенты), но в самой системе отображаются далеко не все клиенты, только треть примерно. Структура состоит из 3-ех уровней: O...