Search found 74 matches

by seberget2
05 Nov 2018, 15:43
Forum: General
Topic: getting 404 error on installer.pl
Replies: 8
Views: 1294

Re: getting 404 error on installer.pl

sriwatzz wrote:
05 Nov 2018, 15:17
perl active for apache? -- how to verify this.
For an ubuntu system you could do something like this:

Code: Select all

$ sudo apachectl -M | grep perl
This should return something like

Code: Select all

perl_module (shared)
Hope this helps.
by seberget2
01 Nov 2018, 11:11
Forum: General
Topic: getting 404 error on installer.pl
Replies: 8
Views: 1294

Re: getting 404 error on installer.pl

What is in your Apache error log?
I would start looking at the Apache configuration.
by seberget2
30 Oct 2018, 15:46
Forum: Help
Topic: Issues with https://opar.perl-services.de/repo/add
Replies: 3
Views: 772

Re: Issues with https://opar.perl-services.de/repo/add

Thanks for reporting this issue. The code used for OPAR needs some love and I will work on it next week... No problem, thank you for the help! Any updates on this? If this worked as expected am I correct in assuming that this would make OPAR a new package repository in OTRS, so I easily could insta...
by seberget2
22 Mar 2018, 08:49
Forum: Help
Topic: Master Slave extension for OTRS 6.x
Replies: 5
Views: 594

Re: Master Slave extension for OTRS 6.x

Snowmanko wrote:Can somebody advice how to install and configure it in 6.x ? @zzz ?
It is installed as every other plug-in in OTRS. When you have installed it, there is a link to a PDF explaining how to use the plug-in in package manager.

Hope this helps.
by seberget2
20 Mar 2018, 14:52
Forum: General
Topic: Tickets solved by Agent in specific time range
Replies: 3
Views: 5082

Re: Tickets solved by Agent in specific time range

[quote="rafnic"An idea for an SQL query?[/quote] The below SQL is probably a bit more verbose than need be. SELECT U3.login AS 'login', TH.ticket_id, TH.change_time FROM otrs.ticket_history AS TH, otrs.ticket_history_type AS THT, otrs.users AS U3, otrs.ticket_state AS TS, otrs.ticket_state_type AS T...
by seberget2
19 Mar 2018, 18:42
Forum: General
Topic: Tickets solved by Agent in specific time range
Replies: 3
Views: 5082

Re: Tickets solved by Agent in specific time range

If you are not using the Time accounting module, I would have had a look at the ticket_history table. If you are using Time accounting to record time spent on tickets, look at the time_accounting* tables.

Hope this help you a bit further!
by seberget2
20 Feb 2018, 09:05
Forum: Help
Topic: How to add more than 1000 clients?
Replies: 1
Views: 513

Re: How to add more than 1000 clients?

If you are on the 5.x branch https://opar.perl-services.de/dist/Cust ... port-5.0.0 could be the thing you are looking for.
by seberget2
19 Feb 2018, 15:07
Forum: General
Topic: How to download attachment from database
Replies: 11
Views: 1837

Re: How to download attachment from database

I am doing integration of otrs with ansible, our task is to execute the ansible playbook from otrs and will do the changes in remote system, we are able to login to otrs db through ansible playbook and the same time able to query article and all details of the ticket, now want to download the attac...
by seberget2
16 Feb 2018, 18:25
Forum: Help
Topic: Ticket merge/link - bulk notification
Replies: 2
Views: 653

Re: Ticket merge/link - bulk notification

I believe you are attacking this the wrong way with OTRS. If the users are from different companies, these tickets should be handled as two separate tickets. However, OTRS have a feature/plug-in that would help you do both. Namely the master/slave plug-in. You would then need to create a new 'master...
by seberget2
16 Feb 2018, 18:18
Forum: General
Topic: How to download attachment from database
Replies: 11
Views: 1837

Re: How to download attachment from database

sumitsahaymca wrote:I want to download the attachment from otrs database.
You would like to download how? With the Perl API? Doing a SQL call directly to the DB? With a REST call or something else? We need a little bit more context to help you into the right direction.

Have a happy day!
by seberget2
15 Feb 2018, 19:22
Forum: General
Topic: Outgoing email
Replies: 7
Views: 2370

Re: Outgoing email

Could it be a file permission issue? I've found that running otrs.SetPermissions.pl after installing plug-ins by example makes a lot of issues go away.
by seberget2
14 Feb 2018, 16:32
Forum: General
Topic: Outgoing email
Replies: 7
Views: 2370

Re: Outgoing email

In a similar situation as you I would have done as stated in http://doc.otrs.com/doc/manual/admin/stable/en/html/updating.html Stop OTRS cron jobs and the daemon (in this order): otrs> cd /opt/otrs/ otrs> bin/Cron.sh stop otrs> bin/otrs.Daemon.pl stop as the OTRS user and then do the following also ...
by seberget2
13 Feb 2018, 18:37
Forum: General
Topic: Getting the content mimetype of all files as application/octet-stream
Replies: 2
Views: 618

Re: Getting the content mimetype of all files as application/octet-stream

Hi there!
Have you checked your Apache config? You might need to add the mime types to one of the apache config files. You should be able to compare your dev and prod environment quite easily with this.

Just a suggestion.

Have a happy day!
by seberget2
24 Jan 2018, 16:33
Forum: OTRS Developers
Topic: Developing some CMDB automation
Replies: 2
Views: 9832

Developing some CMDB automation

Hi there! Some background first. We have several servers running in different AWS regions. So I want to register these servers in the OTRS CMDB (6.0.4). So I use Amazon Web Services - EC2 as vendor . When I now select Model I would like it to be a list of the different instance types EC2 have availa...
by seberget2
12 Jan 2018, 17:29
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 3401

Re: OTRS not handling procmail

And the otrs user is member of the apache group?
by seberget2
12 Jan 2018, 15:02
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 3401

Re: OTRS not handling procmail

crythias wrote:
wurzel wrote:Every time apache rewrites ZZZ*.pm it changes the owner from otrs to apache. and uses 660 permissions when I need (at least) 644
So what is your umask setting for the apache user?
by seberget2
27 Dec 2017, 16:21
Forum: Help
Topic: Issues with https://opar.perl-services.de/repo/add
Replies: 3
Views: 772

Re: Issues with https://opar.perl-services.de/repo/add

reneeb wrote:Thanks for reporting this issue.

The code used for OPAR needs some love and I will work on it next week...
No problem, thank you for the help!
by seberget2
26 Dec 2017, 14:16
Forum: Help
Topic: Issues with https://opar.perl-services.de/repo/add
Replies: 3
Views: 772

Issues with https://opar.perl-services.de/repo/add

I'm having issues with registering myself for 'User Repository' on OPAR. I get the message as seen in the attached image. The Feedback section of OPAR is also out of order. I was hoping the team behind OPAR was watching this space.

Keep up the good work, and have wonderful Christmas!
by seberget2
27 Jul 2015, 17:03
Forum: Howtos
Topic: Integrating OTRS with JIRA, Part I
Replies: 8
Views: 22647

Re: Integrating OTRS with JIRA, Part I

Hello. I would like to use this with OTRS 4.0.8. I've been trying to change Object Management declarations, because it seems to me that's the problem, but not even a developer, so it's not that clear for me. I'm sorry but I've got no access to a OTRS 4 installation, so I don't know what to change, ...
by seberget2
10 Jun 2015, 07:53
Forum: General
Topic: POP3S missing
Replies: 5
Views: 2904

Re: POP3S missing

dstover wrote:i have done otrs.CheckModules.pl and it shows no problems.
Can you use imaps as a replacement?
by seberget2
26 May 2015, 11:19
Forum: OTRS Developers
Topic: Configuraton
Replies: 3
Views: 3572

Re: Configuration

Or add a bunch of dummy ones that can be changed... Or do it by code possibly?
by seberget2
26 May 2015, 10:53
Forum: OTRS Developers
Topic: Configuraton
Replies: 3
Views: 3572

Configuraton

I'm trying to create a Hash of Arrays in configuration. Which works great. However when I try to add it in SysConfig
SysConfig.png
it is done like you see it in the screen shot.

Is there a way around this? I would like be able to add new items as I go along without editing the XML files directly...
by seberget2
24 May 2015, 21:38
Forum: Patches / Modules
Topic: SystemMonitoringReporting 1.0.0 released
Replies: 0
Views: 14198

SystemMonitoringReporting 1.0.0 released

I just released the first version of a new module. I had an itch, and this is the remedy: This module will go through all tickets that have been created by the System monitoring plug-in last week and create a new Problem ticket if there where more than 3 recurring issues found (configurable). The se...
by seberget2
24 May 2015, 20:57
Forum: Patches / Modules
Topic: PendingFix 1.0.0 released
Replies: 0
Views: 12317

PendingFix 1.0.0 released

I just released the first version of a new module. I had an itch, and this is the remedy: This module fixes the pending time if the ticket is answered on a non working day, or the pending date itself is placed on an non working day. If the new calculated Pending date is outside the lifetime of the s...
by seberget2
20 May 2015, 13:41
Forum: Help
Topic: Count all tickets, not count tasks
Replies: 4
Views: 1046

Re: Count all tickets, not count tasks

I'm creating a ticket report as a customization. In the my OTRS 4.x system can have ticket and task (creates via split functionality), But I'd like to count all tickets had been created in a period time, not count tasks. So how do you know the difference between a task and a ticket? Typically that ...
by seberget2
19 May 2015, 23:02
Forum: Help
Topic: Reopen ticket with state created such as "closed".
Replies: 8
Views: 2165

Re: Reopen ticket with state created such as "closed".

No one had the same need? I don't know, as I don't understand your use case to its full extent. However I've create two states Open Awaiting Fix which is of type pending reminder and Open Awaiting Change which is of type closed . Open Awaiting Fix is used if we need to fix a critical bug in our sof...
by seberget2
18 May 2015, 23:23
Forum: Help
Topic: [SOLVED]Ignoring "Out of Office" replies
Replies: 6
Views: 1856

Re: Ignoring "Out of Office" replies

In my OTRS 3.3.8 I would like to ignore "out of office" autoreplies for closed tickets. Sometimes agent closes a ticket and right after that OTRS fetches "out of Office reply" and open a ticket once again. I've created postmaster filer for e-mails with subject "Out of Office" and it works great, th...
by seberget2
18 May 2015, 14:05
Forum: General
Topic: ID Customer Automatic
Replies: 4
Views: 1390

Re: ID Customer Automatic

Hi there daviknx! I've seen some people suggesting change the source code, you have had experience in this way? I would not recommend to change the source code. If at all possible use one of the extension points within OTRS. That is create a PostMasterFilter in code, EventHandler and so on. And whil...
by seberget2
17 May 2015, 23:20
Forum: Help
Topic: Adding New State Types
Replies: 14
Views: 6174

Re: Adding New State Types

At this point, it may take between 6 months and 1 year till the vendor makes those changes and a new version is released as the release cycles are long. In this case the ticket is taken care of from our point of view. However, we cannot close it (state type closed), since the issue is not resolved ...
by seberget2
17 May 2015, 20:59
Forum: Help
Topic: Create ticket by sending an email to customer with OTRS email in a copy
Replies: 2
Views: 1121

Re: Create ticket by sending an email to customer with OTRS email in a copy

I have an email from customer who sent me an email directly to personal@mail. I want to reply to that customer@mail and put otrs@mail in a copy. The result I want to archive is that OTRS will create a ticket where customer@mail will be the actual customer and I will be the ticket owner and ticket w...
by seberget2
17 May 2015, 15:10
Forum: Howtos
Topic: Integrating OTRS with JIRA, Part I
Replies: 8
Views: 22647

Re: Integrating OTRS with JIRA, Part I

Do you have any idea/suggestion what this error is appearing or how to fix it. Unfortunately I am not a Perl developer but usually develop in Java, so I had not much success when I tried to find the cause of this issue. I'm actually a java developer my self. Please add the $CommonObject{EncodeObjec...
by seberget2
17 May 2015, 14:49
Forum: Help
Topic: Auto-Assign CustomerID by email domain
Replies: 5
Views: 1305

Re: Auto-Assign CustomerID by email domain

I was thinking of another solution to fit this 'need', if a customer emails in a ticket; part of my autoresponder includes a link to register. This could include a URL Parameter to set the CustomerID on registration. You could have a look at http://opar.perl-services.de/package/S/SE/SEBERGET/Custom...
by seberget2
17 May 2015, 14:17
Forum: Help
Topic: [Solved] Automatic Ticket Creation based on date.
Replies: 5
Views: 1814

Re: [Solved] Automatic Ticket Creation based on date.

I can see that this is 'solved' but I would like to offer an additional way to solve this: Is there a way to put this on the calendar in OTRS and then have the system generate a ticket so many days out? Why don't you create a ticket today with an pending reminder state with a date that is 30 days be...
by seberget2
16 May 2015, 22:52
Forum: General
Topic: ID Customer Automatic
Replies: 4
Views: 1390

Re: ID Customer Automatic

When I add a client you must define an ID. How can I allow the ID is automatically incremented? So there is no risk of duplicate. There is no option for this, you can probably create something that does it for you. We usually use the domain name of the customer or the email address as an ID. This i...
by seberget2
16 May 2015, 13:02
Forum: General
Topic: Strategy for handle bounced emails in general
Replies: 4
Views: 1804

Re: Strategy for handle bounced emails in general

I may be wrong, but I think I understand the mechanics -- it's the strategy I am asking about. What works best in the real world, make someone review all bounces (and risk/handle loops), let them go into a black hole and wait for a human to speak up? Something else? I've created the http://opar.per...
by seberget2
04 Nov 2014, 18:29
Forum: OTRS Developers
Topic: Adding options to an Configuration Array
Replies: 3
Views: 1176

Re: Adding options to an Configuration Array

I assume it's for the Out-Of-Office package you uploaded to OPAR. Here you have an other challenge: You can't know if the OTRS-admin who wants to install that package has already changed the sysconfig. So you can't just override the option. You have to change the config option during package instal...
by seberget2
02 Nov 2014, 01:26
Forum: OTRS Developers
Topic: Adding options to an Configuration Array
Replies: 3
Views: 1176

Adding options to an Configuration Array

I'm trying to add configuration options to the email headers that are to be scanned. I've tried this: <ConfigItem Name="PostmasterX-Header" Required="1" Valid="1"> <Description Translatable="1">Defines all the X-headers that should be scanned.</Description> <Group>Ticket</Group> <SubGroup>Core::Post...
by seberget2
20 Oct 2014, 13:51
Forum: Help
Topic: Random Server Error (Net::SSLeay)
Replies: 8
Views: 2022

Re: Random Server Error (Net::SSLeay)

So am I to interpret this response as that your problems did go away after setting up a local postfix relay? Yes. Presumably this error is caused by a timer being hit because the mail server isn't responding quickly enough. Does anyone know where this timer is most likely to reside? i have not both...
by seberget2
20 Oct 2014, 13:43
Forum: General
Topic: Closing all ticket from the queue
Replies: 3
Views: 831

Re: Closing all ticket from the queue

andy17d wrote:I have over 1500 open ticket, so I can't do it manually.
Search for them, and then select the 'bulk' operation to close them. You have to have the 'bulk' operations options enabled. Search for 'bulk' in system config in the Admin section in OTRS.
by seberget2
04 Oct 2014, 20:18
Forum: Help
Topic: Agent Email Notification on New Account creation
Replies: 4
Views: 515

Re: Agent Email Notification on New Account creation

crythias wrote:You know who your customers are and yet they're the ones to create accounts?
I'll reply for why we need this: Yes between 100 and 200 Customer companies, and several Customer Users at each company. Which quit, and new ones comes in. So yes we need this.
by seberget2
04 Oct 2014, 19:59
Forum: Help
Topic: Agent Email Notification on New Account creation
Replies: 4
Views: 515

Re: Agent Email Notification on New Account creation

seberget2 wrote:I'll release a new one shortly without the KIX4OTRS dependency.
That was done just now.
by seberget2
04 Oct 2014, 19:36
Forum: Help
Topic: Agent Email Notification on New Account creation
Replies: 4
Views: 515

Re: Agent Email Notification on New Account creation

See my module on OPAR http://opar.perl-services.de/dist/Custo ... ment-0.0.3 which does exactly this... I'll release a new one shortly without the KIX4OTRS dependency.
by seberget2
16 Sep 2014, 12:27
Forum: OTRS Developers
Topic: More of a Perl question I think...
Replies: 2
Views: 962

Re: More of a Perl question I think...

Thank you so much!
by seberget2
16 Sep 2014, 08:58
Forum: OTRS Developers
Topic: More of a Perl question I think...
Replies: 2
Views: 962

More of a Perl question I think...

Trying to make a module that uses dynamic fields. And I need to be able to search for this configurable dynamic field name. I see the following in the OTRS dev documentation my @TicketIDs = $TicketObject->TicketSearch( DynamicField_FieldNameX => { Equals => 123, } How do I set the FieldNameX from $S...
by seberget2
25 Aug 2014, 13:15
Forum: General
Topic: [Solved] Mysql can't write file
Replies: 4
Views: 1142

Re: Mysql can't write file

Code: Select all

$ perror 5
OS error code   5:  Input/output error
So does the user running have write access the directory in quesiton? It could also mean that you have a network error. From I can see from Google...
by seberget2
25 Aug 2014, 12:54
Forum: General
Topic: gmail account had some issue in postmaster mailbox
Replies: 5
Views: 1091

Re: gmail account had some issue in postmaster mailbox

I think some SSL related issue I have another account which have the IMAP account without ssl and its working fine. Have you tried the bin/otrs.CheckModules.pl command, check to make sure that all the SSL related stuff is installed. If that is OK, then I don't know what could be wrong at your end.
by seberget2
25 Aug 2014, 12:43
Forum: General
Topic: Integrating Accounted Time and the Time Accounting plug-in
Replies: 1
Views: 1865

Integrating Accounted Time and the Time Accounting plug-in

Hi! I've had 'Accounted Time' activated for some time, and have been happy about it. That way my Support Engineers can add time spent on tickets quite easily. Another department here have been using the Time Accounting plug-in for registering their time. And both parties have been quite happy. I've ...
by seberget2
25 Aug 2014, 12:29
Forum: General
Topic: gmail account had some issue in postmaster mailbox
Replies: 5
Views: 1091

Re: gmail account had some issue in postmaster mailbox

Which release of OTRS are you using? Could you give us a screen shot of the configuration? I've got this working like a charm, can't remember that I did anything fun in OTRS.

You might need to change some settings in Gmail to allow for IMAP access to the mail account.

Hope this helps!
by seberget2
31 Mar 2014, 12:22
Forum: General
Topic: Filtering in Statistics
Replies: 1
Views: 477

Filtering in Statistics

I've looked at the statistics, and created a few new reports. Mostly with the accounted time for each ticket. I've done reports by Customer and By Agent. But I see specially for customers that customers we have not had ticket for in a period also comes up. Is there a way to filter out those that hav...