Search found 160 matches

by nedmaj
28 Jun 2019, 15:36
Forum: General
Topic: OTRS ITSM CHANGE MANAGEMENT PACKAGE WILL BE DISCONTINUED?
Replies: 6
Views: 1382

Re: OTRS ITSM CHANGE MANAGEMENT PACKAGE WILL BE DISCONTINUED?

I have filled a lot of bugs and proposed some improvements, but none was accepted by you guys. I made a lot of contributions to the Portuguese translation as well in past versions. But clearly you have noticed nothing.
by nedmaj
28 Jun 2019, 14:23
Forum: General
Topic: OTRS ITSM CHANGE MANAGEMENT PACKAGE WILL BE DISCONTINUED?
Replies: 6
Views: 1382

Re: OTRS ITSM CHANGE MANAGEMENT PACKAGE WILL BE DISCONTINUED?

Hi jojo, I'm very sorry this cause such a reaction :( . But I have no reason to lie. Actually, it's exactly the opposite: I've been working with OTRS for years, helping people to deploy their processes into OTRS. And all of this was bad news for me (personaly), since I was planning to work exclusive...
by nedmaj
27 Jun 2019, 23:53
Forum: General
Topic: OTRS ITSM CHANGE MANAGEMENT PACKAGE WILL BE DISCONTINUED?
Replies: 6
Views: 1382

Re: OTRS ITSM CHANGE MANAGEMENT PACKAGE WILL BE DISCONTINUED?

Hi Andre, I have said that some time ago after I attended a convention with some OTRS executives here in Brazil. They told ITSM Change features would be offered by some predefined processes with some improvements in the process management module. But sorry I have no proof ot that and even some OTRS ...
by nedmaj
29 Oct 2018, 15:54
Forum: Help
Topic: Assign dinamyc field combination
Replies: 3
Views: 446

Re: Assign dinamyc field combination

Hi,

What is the context?

If the context is process management, using a Transition Action, you can use any combination you want using core fields or dynamic fields. Ex.:

Key => Value:

DynamicField_Field1 => Some text, <OTRS_TICKET_DynamicField_Field2>, some other text, <OTRS_TICKET_State>
by nedmaj
12 Jul 2018, 15:26
Forum: Help
Topic: ACL does not work when AJAX reload
Replies: 6
Views: 1442

Re: ACL does not work when AJAX reload

I use OTRS 5.0.26 and the problem remains. ACL works properly when the process form loads for the first time. But after a ajax reload, the ACL doesn't work. Here's my ACL code: --- - ChangeBy: P_7029 ChangeTime: 2018-07-11 18:10:52 Comment: ~ ConfigChange: Possible: Ticket: SLA: - '[regexp].*\(AMC\)...
by nedmaj
17 May 2018, 21:09
Forum: General
Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
Replies: 5
Views: 14719

Re: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL

Uploading a new file set, with some bug fixes and performance improvements.
by nedmaj
09 May 2018, 18:51
Forum: Help
Topic: Performance problems with search templates
Replies: 7
Views: 4012

Re: Performance problems with search templates

Hi wheelshot,

Any update on this?

I'm having a similar problem. FullTextSearch is getting very slow as the database increases its size.

Already using StaticDB since the very beggining.

[]s
by nedmaj
21 Mar 2018, 16:34
Forum: Help
Topic: [SOLVED] Dynamic field text array with web services
Replies: 1
Views: 644

Re: Dynamic field text array with web services

Hi, guys Since I was meant to use, in this case, web services only, I figured out to use a multiselection dynamic field without fill a list of possible values. The array of values is properly store in database and retrieved when getting the ticket by web services. Commands used to test: Authenticate...
by nedmaj
20 Mar 2018, 15:27
Forum: Help
Topic: [SOLVED] Dynamic field text array with web services
Replies: 1
Views: 644

[SOLVED] Dynamic field text array with web services

Hi guys,

I need a dynamic field text that can be multivalued (text array). So an user can input a value, click the plus button, add a second value and so on (like ITSMConfigItemReference from Cape-it, but for text only).

Do you know any way to do that (customizing, add on etc)?

Thanks in advance!
by nedmaj
05 Feb 2018, 19:26
Forum: Help
Topic: Wrong notificaton date format
Replies: 5
Views: 915

Re: Wrong notificaton date format

Upgraded to 5.0.26 and looks like the problem was solved.

Thanks!
by nedmaj
31 Jan 2018, 14:10
Forum: Help
Topic: Wrong notificaton date format
Replies: 5
Views: 915

Re: Wrong notificaton date format

Thanks lido, I think you're right!

Reported a bug at bug.otrs.org:

https://bugs.otrs.org/show_bug.cgi?id=13602

Inté!
by nedmaj
29 Jan 2018, 17:49
Forum: Help
Topic: Wrong notificaton date format
Replies: 5
Views: 915

Re: Wrong notificaton date format

Hi,

Yes. The notification is in pt_BR.

Thanks.
by nedmaj
29 Jan 2018, 15:58
Forum: Help
Topic: Wrong notificaton date format
Replies: 5
Views: 915

Wrong notificaton date format

Hi guys, My OTRS agents are brazilians, so they choose "Português - Brasileiro" (pt_BR) at Personal preferences. The file pt_BR.pm defines the date format as '%D/%M/%Y %T', which is right. Some notifications have date fields (ex.: <OTRS_TICKET_SolutionTimeDestinationDate>). But when the notification...
by nedmaj
08 Dec 2017, 20:26
Forum: Help
Topic: Export - Import CMDB items (update instead creating new one)
Replies: 1
Views: 610

Re: Export - Import CMDB items (update instead creating new one)

Hi,

Don't worry. You should just edit your import/export template and choose a field with unique values to act as an identification. Maybe the name field.
by nedmaj
08 Dec 2017, 20:16
Forum: Help
Topic: Set Customer in new Note Window
Replies: 1
Views: 388

Re: Set Customer in new Note Window

Hi,

Don't you think is strange to receive a call and do not identify who is on the phone?

Anyway, I didn't find any configuration to show the customer field in the note form. Neither is possible to show the article field in the customer form.

Maybe with some coding...
by nedmaj
08 Dec 2017, 20:04
Forum: Help
Topic: How to hide some agents accounts in the possibility to choose a new owner in the ticket with ACL.
Replies: 2
Views: 472

Re: How to hide some agents accounts in the possibility to choose a new owner in the ticket with ACL.

I think you should use 'NewOwner' instead of 'Owner'. At least is what I understand from the doc below:

http://doc.otrs.com/doc/manual/admin/5. ... n.html#acl

Have you tried that already?
by nedmaj
16 Nov 2017, 14:33
Forum: General
Topic: How does multiple customer backends work?
Replies: 1
Views: 4896

How does multiple customer backends work?

Hi guys, Does anyone know how does multiple customer backends work? Let's suppose I have two backends. Will OTRS search for the customer in the first backend and, not finding, in the second? Or will OTRS search always in both of them? Suppose I have the same customer in both backends. In the first b...
by nedmaj
26 Oct 2017, 18:21
Forum: General
Topic: How find queue that Resolved a ticket?
Replies: 1
Views: 12571

Re: How find queue that Resolved a ticket?

Hi,

Have a look at ticket history table. I think the event you are looking for is StateUpdate.
by nedmaj
26 Oct 2017, 18:19
Forum: General
Topic: Quick answer
Replies: 2
Views: 17153

Re: Quick answer

Sure!

All you have to do is create a template and associate the desired queues.
by nedmaj
26 Oct 2017, 18:16
Forum: General
Topic: 500 Internal Server Error At CI Creation
Replies: 5
Views: 11802

Re: 500 Internal Server Error At CI Creation

Hi,

That message is saying you are trying to import a field value that doesn't exist in your General Catalog, or maybe a required field with no value at all.

Verify the data you are trying to import, you CI class definition and compare it to you catalog.
by nedmaj
26 Oct 2017, 18:09
Forum: General
Topic: OTRS 5 on a shared Host
Replies: 2
Views: 9709

Re: OTRS 5 on a shared Host

Hi,

Post your Apache log files here would be useful.
by nedmaj
16 Oct 2017, 20:51
Forum: General
Topic: [SOLVED] Sharing Check_MK plugin for OTRS tasks monitoring using Nagios
Replies: 0
Views: 10025

[SOLVED] Sharing Check_MK plugin for OTRS tasks monitoring using Nagios

Published in Check_MK Exchange:

http://mathias-kettner.com/check_mk_exc ... ry-1.0.mkp

Thanks to phsmith (a terrific sysadmin I have the privilege to work with)

Code available in:

https://github.com/phsmith

Monitor your OTRS and Keep Calm
by nedmaj
10 Oct 2017, 21:21
Forum: General
Topic: [SOLVED] Does OTRS works with Oracle CURSOR_SHARING=FORCE?
Replies: 1
Views: 9491

[SOLVED] Does OTRS works with Oracle CURSOR_SHARING=FORCE?

Hi guys, My DBA said OTRS Oracle database is consuming too much shared memory. He told me OTRS queries is using a lot of literals instead of bind variables. So he proposed set "CURSOR_SHARING=FORCE". After research a little I found some articles saying that is a horrible thing that could cause a lot...
by nedmaj
05 Oct 2017, 15:06
Forum: Help
Topic: Customer user is able to login without an email
Replies: 4
Views: 916

Re: Customer user is able to login without an email

reneeb wrote:Did you try to set the "AlwaysFilter"?

Code: Select all

$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(mail=*)';
No, I didn't. But looks like a good idea.
by nedmaj
05 Oct 2017, 15:06
Forum: Help
Topic: Customer user is able to login without an email
Replies: 4
Views: 916

Re: Customer user is able to login without an email

Hi root, This part: Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ '...
by nedmaj
04 Oct 2017, 21:43
Forum: Help
Topic: Customer user is able to login without an email
Replies: 4
Views: 916

Customer user is able to login without an email

Hi guys, My "Config.pm" says "Login, Email and CustomerID are mandatory". Before upgrading to version 5, my users couldn't login without an email (I'm using LDAP backend). It's been 4 months since I upgraded to version 5, and only now I've noticed users without an email could login and create ticket...
by nedmaj
26 Sep 2017, 21:27
Forum: General
Topic: [SOLVED] Does OTRS works with Apache MPM worker?
Replies: 2
Views: 8526

Re: Does OTRS works with Apache MPM worker?

Thanks, jojo!

I've realized that prefork parameters ServerLimit and MaxClients values were too high with no need. After define new values the memory problem was solved without compromise the overall performance.
by nedmaj
26 Sep 2017, 15:40
Forum: General
Topic: [SOLVED] Does OTRS works with Apache MPM worker?
Replies: 2
Views: 8526

[SOLVED] Does OTRS works with Apache MPM worker?

Hi, My OTRS server is running out of memory. I want to give "Apache MPM worker" a try (instead of "MPM prefork", which I think is the default), since it consumes much less memory. But I don't know if OTRS is thread safe. Does anybody knows if it's safe to use OTRS with "MPM worker" instead of "MPM p...
by nedmaj
24 Aug 2017, 23:39
Forum: Help
Topic: CMDB Locks up
Replies: 8
Views: 1411

Re: CMDB Locks up

Sorry. I though it was another similar error:

https://bugs.otrs.org/show_bug.cgi?id=12386
by nedmaj
24 Aug 2017, 23:19
Forum: Help
Topic: CMDB Locks up
Replies: 8
Views: 1411

Re: CMDB Locks up

Hello, We just upgraded from 4.0.4 (I know we were way behind) to 5.0.22. When going into to CMDB and clicking on it I get the drop down menu. I can select overview and see all my assets. I can click on one of my assets but then if I want to edit it, I click edit and it doesn't do anything. I can't...
by nedmaj
23 Aug 2017, 19:41
Forum: General
Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
Replies: 5
Views: 14719

Re: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL

Uploading a new file set. Sorry it's all defined in portuguese (because of my client), but I think it's easy to translate.
by nedmaj
15 Aug 2017, 18:30
Forum: General
Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
Replies: 5
Views: 14719

Re: Sharing Pentaho transformation files for OTRS DW

Uploading a new file set. Now with the cube designed using Schema Workbench (Mondrian).
by nedmaj
11 Aug 2017, 15:52
Forum: Help
Topic: [SOLVED] How to define a ticket notification filter using a DynamicField-ITSMConfigItem field value?
Replies: 3
Views: 1478

Re: Ticket notifications - How to define a ticket filter using a DynamicField-ITSMConfigItem?

I've just realized Cape-it delivered the package without notification filter support (what hapened, Cape-it?). Luckly, I was abble to restore notification filter support using some code from the previous module ITSMConfigItemReference.pm (attached here). Hope it can help someone else trying to defin...
by nedmaj
07 Aug 2017, 23:01
Forum: General
Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
Replies: 5
Views: 14719

Re: Sharing Pentaho transformation files for OTRS DW

Uploading a new file. Now with the job definition and using JNDI.
by nedmaj
07 Aug 2017, 21:02
Forum: Help
Topic: [SOLVED] How to define a ticket notification filter using a DynamicField-ITSMConfigItem field value?
Replies: 3
Views: 1478

[SOLVED] How to define a ticket notification filter using a DynamicField-ITSMConfigItem field value?

Hi guys, I use DynamicFieldITSMConfigItem add-on from Cape-it (version 5.0.9). In a ticket notification, I'm trying to filter tickets using a dynamic field of type ITSMConfigItem. Under Edit Notification form, the field has no autocomplete. Also the form accept no value no matter what I try to set a...
by nedmaj
03 Aug 2017, 22:07
Forum: General
Topic: [SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL
Replies: 5
Views: 14719

[SOLVED] Sharing ETL files, job and cube for an OTRS DW using Pentaho and PostgreSQL

Hi guys,

I just would like to share the KTR files for a OTRS DW I'm working on. This is an on going work.

Staging and OLAP database using PostgreSQL.

Hope share the cube definitions soon.
by nedmaj
01 Jun 2017, 18:42
Forum: Help
Topic: Process management -> IF NOT condition
Replies: 5
Views: 1309

Re: Process management -> IF NOT condition

Or maybe:

Code: Select all

^(?!word1|word2).*$
by nedmaj
31 May 2017, 15:42
Forum: General
Topic: [SOLVED] Send an e-mail without create an article
Replies: 2
Views: 797

Re: Send an e-mail without create an article

Thank you jojo,

Maybe I could use the add on (made by Cape-IT) to delete the article after sending the e-mail.
by nedmaj
30 May 2017, 17:49
Forum: General
Topic: [SOLVED] Send an e-mail without create an article
Replies: 2
Views: 797

[SOLVED] Send an e-mail without create an article

Good day everyone! I got a situation where an agent in a certain queue should send some passwords and a message to a customer. There is already a template which easies that. But the article is saved in the ticket and so the passwords. So any agent with read permissions could get access to the custom...
by nedmaj
29 May 2017, 16:41
Forum: Help
Topic: [SOLVED] Process behaving different when transition is triggered by postmaster filter
Replies: 4
Views: 1119

Re: [SOLVED] Process behaving different when transition is triggered by postmaster filter

I would have expected that too. But that was not the case. Maybe some bug worth reporting?
by nedmaj
26 May 2017, 20:43
Forum: Help
Topic: [SOLVED] Process behaving different when transition is triggered by postmaster filter
Replies: 4
Views: 1119

Re: Process behaving different when transition is triggered by postmaster filter

Hi guys,

I've just found out what was going on. Postmaster is handled by the Daemon, who creates a in memory copy of the process (maybe it does a copy of other definitions as well). So we need to restart Daemon everytime process definition is changed. That solved the problem.

Best regards!

:D
by nedmaj
25 May 2017, 23:29
Forum: Help
Topic: [SOLVED] Process behaving different when transition is triggered by postmaster filter
Replies: 4
Views: 1119

[SOLVED] Process behaving different when transition is triggered by postmaster filter

Hi guys, I got a problem with a process behaving differently when transition is triggered by postmaster filter. I've got an activity with three transitions. Each one moves (transition action) the ticket to a specific queue. Both transitions are triggered by ticket approval and depending on some othe...
by nedmaj
17 May 2017, 16:04
Forum: Help
Topic: Problem: Performance on OTRS
Replies: 3
Views: 990

Re: Problem: Performance on OTRS

Hi, We use OTRS 5.0.17 and it's very fast. StaticDB is recommended (refer to the Performance Tuning Guide in OTRS docs; I suggest you follow all the recommendations). Also, it looks like you are out of memory. I suggest you to increase your RAM to 16GB (you will need it in order to follow the tmpfs ...
by nedmaj
09 May 2017, 22:15
Forum: General
Topic: ERROR MailAccountFetch-53
Replies: 6
Views: 1492

Re: ERROR MailAccountFetch-53

Yes, I've seen that I have a large email inbox, but I can not remove it. I would just like to disable this notification. "Another question" Can I increase tolerance for larger emails like this? Thanks for listening!! :) I think this kind of notification is a new feature of OTRS 5. OTRS 4 was not no...
by nedmaj
09 May 2017, 22:09
Forum: General
Topic: Deleting all tickets out of the misc queue?
Replies: 2
Views: 888

Re: Deleting all tickets out of the misc queue?

Hi,

Remember to clean table survey_request, looking for deleted tickets, if you are using Survey package.
by nedmaj
09 May 2017, 22:07
Forum: Help
Topic: Email fetching does not work
Replies: 8
Views: 1485

Re: Email fetching does not work

Hi,

Looks like some problem with a postmaster filter, or maybe a system monitoring filter, trying to process your mail. I suggest you double check it.