Znuny and ((OTRS)) Community Edition

williamrobert1983

Hi, I have installed, configured otrs-3.3.2 in linux server. In AgentTicketPhone (New Phone Ticket menu), there is From Customer field and i entered the customer id. After entered the customer id, the AJAX is keep on loading in other fields such as a Service, SLA, Queue and etc., and after few secon...

williamrobert1983

Hi

I have attached screen shot of errors. Please advice how to slove.

I have installed my laptop which has installed windows 7 and there is no problem to install the packages. But i when i was trying to install into the Windows Server 2000 R2, its having this issue

williamrobert1983

Hi, I am getting below error message when i was trying to install OTRS Core package. The otrs version is - OTRS 3.3.2. I have successfully installed GeneralCatalog 3.3.3 opm files. but i could not install otrs core 3.3.2 opm. please advice! Error : Error Message: , SQL: 'INSERT INTO web_upload_cache...

williamrobert1983

Hi, I am getting below error in system logs OTRS. Can't locate Time/Seconds.pm in @INC (@INC contains: /opt/rh/httpd24/root/usr/Custom /opt/rh/httpd24/root/usr/Kernel/cpan-lib /opt/rh/httpd24/root/usr /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /opt/rh/perl516/root/usr/local/lib64/perl5 /o...

williamrobert1983

Hi reneeb, I have one more doubt about updating Agent User details to LDAP. Normally, we will create Agent User details in LDAP. EX: firstname, lastname, username, email and password. whenever user login first time into the OTRS, the user details synchronize into the OTRS DB and this is normal flow ...

williamrobert1983

thanks reneeb.

williamrobert1983

Hi all,

I can update first name or last name for agent in the AdminUser module and updated into the DB.
But not updated into the LDAP and it will replace old info from ldap. How to update into the LDAP too? Please advice.

Thanks,
William

williamrobert1983

Hi all, I am getting Gateway Time-out 504 error when i am trying to export CSV using OTRS Search option. If i export more then 1000 tickets , i am getting the gateway error. how to resolve the issue? Do i change any configuration in admin as well as apache? please advice me. OTRS is running Linux Se...

williamrobert1983

thanks for your reply.

williamrobert1983

Hi i am getting same error.. anyone advice

williamrobert1983

Hi, I have changed. But, i am getting browser warning message. please check it attached file. please check the root . /etc/httpd/config.d/otrs-iot.conf # -- # added for OTRS (http://otrs.org/) # $Id: apache2-httpd.include.conf,v 1.25 2011/11/05 17:39:09 mb Exp $ # -- # agent, admin and customer fron...

williamrobert1983

Hi, I want install one more otrs applications in the same server with different name called ' otrs-iot '. currently, the otrs application is running in the default web root - > /opt/otrs/ but, i wanted to install another otrs app in the same sever . example : /opt/otrs-iot/ please advice me where i ...

williamrobert1983

Hi All,

I need to use more then 50 free text in the Change Management Modules. The default count is 50 in the sysconfig.

Is there any possible to increase the free text fields and how to configure or implement?

please advice me.

Thanks,
William

williamrobert1983

Thanks.

i checked and there is only DeleteAttachement in the add on.

Can you give me the link in feature add on ?

William

williamrobert1983

Hi all,

In the AgentTicketPhone, we need to add two separate attachments.

For example:

Design Accept Document : Browse File

Impact Analysis Document : Browse File

Please let me know if possible

Thanks

williamrobert1983

Try to read developer manual and create your own module under the GenericAgent .

williamrobert1983

Thanks for your comments.

We have an options to delete DynamicFields in OTRS. Likewise, Is there any options to delete queue

williamrobert1983

Hi All,

We are using Change Management Module in OTRS. I understand that we can't use DynamicField and we can use only ChangeFreeText as Text, dropdown in this module. But, i need to use multiple selections in the module. please advice me how to use it.

Thanks,
William

williamrobert1983

Hi

i want delete one queue from db. how to remove?

Thanks

williamrobert1983

Hi all,

In otrs ticket creation form, once we fill the all info we can submit the ticket and we can get the ticket no immediately.

But, we just want save the ticket before the Submit the ticket creation form. Is there any possibility to save?

please advice me

Thanks,
Wills

williamrobert1983

Hi crythias,

thanks for reply. can you explain to me clearly?

williamrobert1983

Anybody advice how to use client wsdl url in pm file

williamrobert1983

Hi All, I want pass the parameters to WSDL url from OTRS. I have created one test.pm file under the generic agent folder. Anyone give some sample code how to use SOAP and call the wsdl url and print using $Self->{LogObject} in otrs. Example url : http://examlple.com/web/TestService.wsdl Test.pm use ...

williamrobert1983

Hi all,

Please advice me how to create ticket in OTRS via email?

Thanks lot!
William

williamrobert1983

Hi,

Thanks lot jojo.

William

williamrobert1983

many thanks JOJO. I have one more question. why we can not use that WSDL in OTRS. Normally, we can access from browser to view xml format right?

williamrobert1983

Hi Jojo,

Ok thanks. Actually, we wanted to create ticket from Java to OTRS. I want check with that URL using SOAP UI.

Please advice me.

williamrobert1983

Hi,

May i know why we can not use that webservice url which i have mentioned earlier. Because, i want test that webservice using SOAP UI to access.

Any other suggestion please?

William

williamrobert1983

Hi all,

http://10.27.28.19/otrs/nph-genericinte ... ector.wsdl

When i use the URL in the browser, i am getting length required. But i can able to create ticket using Webservice.

How we can see the WSDL format in the browser or SOAP UI.

Thanks,
William

williamrobert1983

Thank you so much. I disabled and reboot. Its working fine.

William

williamrobert1983

perl configured for Apache , SELINUX installe and mod_perl installed in the linux server. perl.conf --------------- # # Mod_perl incorporates a Perl interpreter into the Apache web server, # so that the Apache web server can directly execute Perl code. # Mod_perl links the Perl runtime library into ...

williamrobert1983

-rwxrwx---. 1 otrs apache 2728 Feb 20 16:22 app.psgi -rwxrwx---. 1 otrs apache 1314 Feb 20 16:14 customer.pl -rwxrwx---. 1 otrs apache 1305 Feb 20 16:14 index.pl -rwxrwx---. 1 otrs apache 1304 Feb 20 16:14 installer.pl -rwxrwx---. 1 otrs apache 1257 Feb 20 16:14 nph-genericinterface.pl -rwxrwx---. 1...

williamrobert1983

Hi, root : /etc/httpd/conf.d/otrs.config ----------------------------------------------- # -- # added for OTRS (http://otrs.org/) # $Id: apache2-httpd.include.conf,v 1.25 2011/11/05 17:39:09 mb Exp $ # -- # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alia...

williamrobert1983

Hi all, i am getting below errors in the error log. how can i solve. I installed otrs in linux server. [Thu Apr 10 15:12:54 2014] [error] [client 10.24.9.155] (13)Permission denied: exec of '/opt/otrs/bin/cgi-bin/index.pl' failed [Thu Apr 10 15:12:54 2014] [error] [client 10.24.9.155] Premature end ...

williamrobert1983

Any other way instead of using Import/Export to move another class? anybody know the sql query to move one class to another

williamrobert1983

Hi, I have created one class called " Hardware " in CMDB. I have created one config item[No : 10146000001] under the Hardware Class. I have another class called " Software ". I want move the Hardware class config item[No : 10146000001] into the "Software" class. Is ther...

williamrobert1983

Yes. I am able to update the values in database and i can view the updated value in the screen.
whenever we do something in db directly with config items table, We must run the ./otrs.DeleteCache.pl command.

William

williamrobert1983

Hi all,

How to update the Email ID Value using Serial Number directly in OTRS db using MySQL Query? I need query to update the Email ID values using Serial Number. Please help me how to use Query.

I have attached the sample screen shot.

Thanks lot .

William

williamrobert1983

Hi, Thanks for your suggestion. Actually, i am using a script to update the values. I will explain with some example. Deployment State in CMDB 1. Available 2. Used Ex: Config Item in CMDB - [ Class : Software ] Name : Test CI Deployment State : Available Incident State : Operational Vendor : Test Ve...

williamrobert1983

Hi, i have added 10 to 20 configuration details in the CMDB. I can edit and update the some values and its not a issue. But, I wanted to update the xml_content_value directly in the xml_storage table using xml_key . But, it will not reflect into the CMDB config item screen. How we can update the val...

williamrobert1983

Hi all,

In the CMDB, i have added serial number for the devices under the Computer Item. I wanted to find the particular serial no in the xml_storage table.

Please advice me how to get it using the query.

thanks.
William

williamrobert1983

Hi all,

Can anyone advice how to create ticket from Java to otrs using soap.

thanks,
William

williamrobert1983

Thanks for your reply. Currently, we are using otrs-3.3.2 version. i could not install the package .

Any other solutions?

thanks,
William

williamrobert1983

Hi all,

We are going to use SMS notification whenever the ticket create or change the state in OTRS.

Could you please share me if you have any sample code for the SMS integration with otrs.

Thanks lot!

William

williamrobert1983

Hi all,

We are planning to use CMDB module and we have to use Web services. For the Web services, we want to create and update the config item using web services.

Is it available in the OTRS-3.3?

Thanks lot!

William

williamrobert1983

OK crythias..thanks for your reply. Its working now...

williamrobert1983

Hi, I just added error log line in the /Kernal/System/Ticket.pm file. I got below error message. Error Message: Module Kernel/System/Ticket.pm not found/could not be loaded! I had backup the Ticket.pm file and replaced again. But , still i am getting the above error message :( I have attached screen...

williamrobert1983

can you please explain me how to use Custom folder? Because, i have not use custom folder.

williamrobert1983

Hi all, Currently, we are running OTRS-3.3.2 versions. I have to do some customization in the code for the particular files in the otrs. please check the below root path. EX: 1. /otrs/Kernal/System/Ticket.pm 2. /otrs/Kernal/Module/AgentTicketPhone.pm 3. /otrs/Kernal/Output/Standard/AgentTicketPhone....

williamrobert1983

Ok. thanks.

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