Search found 82 matches

by jbaptiste
27 Sep 2019, 07:00
Forum: General
Topic: Outgoing email
Replies: 8
Views: 2637

Re: Outgoing email

Were you able to fix this ? I'm facing this now with a system upgraded to OTRS 6 months ago and that its configuration has not been modified since the upgrade, after a server restart.

I can telnet the postfix relay server from command line but emails are stuck in sending (wheel animation).
by jbaptiste
03 Sep 2019, 00:53
Forum: Help
Topic: Struggling with Errors after 5 to 6 upgrade
Replies: 10
Views: 275

Re: Struggling with Errors after 5 to 6 upgrade

This has to be a bug. There are many people posting about this and no one can answer. Here's anothe post related to it https://forums.otterhub.org/viewtopic.php?t=39153 Or maybe some people making the same mistake ? anyone able to help me with this? I would recommend you to start over with a fresh ...
by jbaptiste
16 Aug 2019, 15:47
Forum: Help
Topic: Struggling with Errors after 5 to 6 upgrade
Replies: 10
Views: 275

Re: Struggling with Errors after 5 to 6 upgrade

Well you were not very specific with the steps you described you did, based on that information, your upgrade process was not done correctly, but if you say that you *really* did follow those instructions step by step, then good luck fixing it.
by jbaptiste
16 Aug 2019, 04:14
Forum: Help
Topic: Struggling with Errors after 5 to 6 upgrade
Replies: 10
Views: 275

Re: Struggling with Errors after 5 to 6 upgrade

Did you follow the upgrade manual ? You cannot directly copy XML configuration files to the new OTRS 6 install because XML schema and file location has changed, theny need to be migraded to the new version and put on the right location, and that is one of the steps mentioned in the upgrade instructi...
by jbaptiste
14 Aug 2019, 22:48
Forum: Help
Topic: Struggling with Errors after 5 to 6 upgrade
Replies: 10
Views: 275

Re: Struggling with Errors after 5 to 6 upgrade

Could you post the steps you did to do the upgrade?
by jbaptiste
14 Aug 2019, 06:46
Forum: Help
Topic: Logged out after applying sysconfig changes after 5.0.x to 6.0.x upgrade
Replies: 10
Views: 239

Re: Logged out after applying sysconfig changes after 5.0.x to 6.0.x upgrade

I managed to advance a little bit with this. I did a separate OTRS 6 clean install, then I pointed the database of the migrated system to this new installation. Now the error we have been discussing does not appear in the error_log file, but I still get logged out upon clicking on the "You have unde...
by jbaptiste
25 Jul 2019, 18:03
Forum: Help
Topic: Logged out after applying sysconfig changes after 5.0.x to 6.0.x upgrade
Replies: 10
Views: 239

Re: Logged out after applying sysconfig changes after 5.0.x to 6.0.x upgrade

Hi, Is it possible that there was tarball installation before? No, I personally installed and upgraded that system, it was updated to 5.0.x months ago. I just tested with a 5.0.x backup and the error is already present, which means the issue was introduced during the 4.0.x to 5.0.x upgrade. I sugge...
by jbaptiste
25 Jul 2019, 16:04
Forum: Help
Topic: Logged out after applying sysconfig changes after 5.0.x to 6.0.x upgrade
Replies: 10
Views: 239

Re: Logged out after applying sysconfig changes after 5.0.x to 6.0.x upgrade

Hi, Can't really believe this. I guess you're using the tarball and something around the step 3.1 went wrong: root> cd /opt root> mv otrs otrs-old root> tar -xzf otrs-x.x.x.tar.gz root> mv otrs-x.x.x otrs The file is a leftover from an old version, rpm clean up old files, leftovers are a typical pr...
by jbaptiste
25 Jul 2019, 06:51
Forum: Help
Topic: Logged out after applying sysconfig changes after 5.0.x to 6.0.x upgrade
Replies: 10
Views: 239

Re: Logged out after applying sysconfig changes after 5.0.x to 6.0.x upgrade

root wrote:
25 Jul 2019, 06:43
This file does not exist in OTRS 6. Check the head of the file and see the date ;-)

How did you exactly update?
Following official instructions from 4.0.x to 5.0.x to 6.0.x.

Any ideas on whats wrong ?
by jbaptiste
24 Jul 2019, 20:01
Forum: Help
Topic: Logged out after applying sysconfig changes after 5.0.x to 6.0.x upgrade
Replies: 10
Views: 239

Re: Logged out after applying sysconfig changes after 5.0.x to 6.0.x upgrade

Well that means that Kernel/Output/HTML/Notification/SchedulerCheck.pm doesn't exist. Maybe it's related to https://forums.otterhub.org/viewtopic.php?t=30732 . Well I found that post too and this is not exactly that case, the name of the file is correctly set as described on that post: [root@c3e72b...
by jbaptiste
24 Jul 2019, 04:14
Forum: Ayuda
Topic: problemas con dos customer backend
Replies: 2
Views: 159

Re: problemas con dos customer backend

Hola,

Ese contenido es del log de acceso, no del log de error, por favor pon el contenido de /var/log/httpd/error_log.
by jbaptiste
24 Jul 2019, 03:28
Forum: Help
Topic: Logged out after applying sysconfig changes after 5.0.x to 6.0.x upgrade
Replies: 10
Views: 239

Logged out after applying sysconfig changes after 5.0.x to 6.0.x upgrade

Hi, I upgraded one of my customer's install from OTRS 5.0.37 to latest version 6.0.20. When I go to Admin -> system Configuration, do any change and then click the link to deploy changes, I get redirected to the login screen as if I had just been logged out. If I log back in I get to the deploy mess...
by jbaptiste
19 Jun 2019, 05:38
Forum: Howtos
Topic: OTRS on docker HOWTO
Replies: 15
Views: 24027

Re: OTRS on docker HOWTO

Hi all, I have added some new features and merged a lot of PR's from the community !! let me review them really quick Docker secrets support SMTP settings fully configurable via environment variables Some updates with the major upgrade process to make it more reliable and safe Auto installation of a...
by jbaptiste
14 Jun 2019, 17:28
Forum: Howtos
Topic: OTRS on docker HOWTO
Replies: 15
Views: 24027

Re: OTRS on docker HOWTO

When you set this up, is it safe to modify files like Config.pm, in a container, or will it be removed when i update? The container only modifies a limited set of configuration parameters that have an environment variable defined (see documentation ), other configuration parameters will not be touc...
by jbaptiste
30 May 2019, 06:29
Forum: Help
Topic: [SOLVED] Reorder top menu entries
Replies: 2
Views: 127

Re: Reorder top menu entries

Ahh I did not know that, thanks !!
by jbaptiste
30 May 2019, 05:45
Forum: Help
Topic: [SOLVED] Reorder top menu entries
Replies: 2
Views: 127

[SOLVED] Reorder top menu entries

Hi, I noticed that after upgrading an installation from OTRS 5 to latest 6.0.x, the order of the top menu entries changed. Before the upgrade it was: Dashboard | Customer | Tickets | Reports | Admin And after the upgrade it ended up: Calendar | Reports | Dashboard | Customer | Tickets | Admin It is ...
by jbaptiste
16 Dec 2018, 00:25
Forum: Howtos
Topic: OTRS on docker HOWTO
Replies: 15
Views: 24027

Re: OTRS on docker HOWTO

Hi, I have added a new feature: automated backups. Since now on automatic full backups are run daily at 6AM. Backup excecution can be controlled using the following variables: OTRS_BACKUP_TIME: Sets the backup excecution time, in cron format. If set to "disable" automated backups will be disabled. O...
by jbaptiste
07 May 2018, 08:08
Forum: Howtos
Topic: OTRS on docker HOWTO
Replies: 15
Views: 24027

Re: OTRS 5 on docker HOWTO

Hi, I have added a new feature that was missing for a long time: major version upgrade s. Now, by setting the env variable OTRS_UPGRADE=yes in the docker-compose file you can do major version upgrades, for example from OTRS 5.0.x to OTRS 6.0.x. More details on this on this blog post. This feature wa...
by jbaptiste
14 Feb 2018, 03:17
Forum: Howtos
Topic: OTRS on docker HOWTO
Replies: 15
Views: 24027

Re: OTRS 5 on docker HOWTO

Well it took me a little more to get this one out the door but here it is, the un official OTRS 6 images are available, you can read more about the container's new features in my blog and write your feedback here. Old versions are still available at dockerhub , tagged with its version: juanluisbapti...
by jbaptiste
04 Feb 2018, 08:55
Forum: Howtos
Topic: OTRS on docker HOWTO
Replies: 15
Views: 24027

Re: OTRS 5 on docker HOWTO

Everything seems to be working very well !! I will be releasing OTRS 6 image during next week and I'll be blogging about the new features too. In the mean time here's a teaser:

Image
by jbaptiste
04 Feb 2018, 08:52
Forum: Help
Topic: SMTP relay and OTRS 6
Replies: 5
Views: 2604

Re: SMTP relay and OTRS 6

It seems it kinda fixed it self. The reason the communication logs were empty was because rsyslog wasn't running. After I started it I re-tested email sending by creating a ticket, and it worked.
by jbaptiste
02 Feb 2018, 02:23
Forum: Help
Topic: Pause Email
Replies: 7
Views: 887

Re: Pause Email

Can this setting be set via command line as it was possible in previous versions ?
by jbaptiste
25 Jan 2018, 15:01
Forum: Help
Topic: SMTP relay and OTRS 6
Replies: 5
Views: 2604

Re: SMTP relay and OTRS 6

jojo wrote:Check the Admin panel in OTRS
Thanks, but it's empty too, it says "No communication Logs".

Any other ideas ?
by jbaptiste
25 Jan 2018, 08:06
Forum: Help
Topic: SMTP relay and OTRS 6
Replies: 5
Views: 2604

Re: SMTP relay and OTRS 6

jojo wrote:check the communication log
Where's located ? at /opt/otrs/var/log I only have empty logs in Daemon directory.
by jbaptiste
25 Jan 2018, 00:16
Forum: Help
Topic: SMTP relay and OTRS 6
Replies: 5
Views: 2604

SMTP relay and OTRS 6

Hi, I'm having and issue with SMTP configuration on a new OTRS 6.0.4 install. I'm using a remote SMTP relay server that runs on port 25 and no authentication on the same LAN. When for example opening a new email ticket, the compose ticket popup window closes without errors, and on the VIA colum on t...
by jbaptiste
24 Jan 2018, 05:03
Forum: Howtos
Topic: OTRS on docker HOWTO
Replies: 15
Views: 24027

Re: OTRS 5 on docker HOWTO

Hi, I have been working on the update to OTRS 6 (6.0.4), it's mostly ready and available on docker hub as juanluisbaptiste/otrs:6beta , I would appreciate some feedback on it. OTRS 5 image has been updated to latest version (5.0.26), the same for OTRS 4 (4.0.28). The only issue I have so far seems t...
by jbaptiste
24 Jan 2018, 04:55
Forum: Howtos
Topic: OTRS on docker HOWTO
Replies: 15
Views: 24027

Re: OTRS 5 on docker HOWTO

jbaptiste wrote:What happened to the original post ? I made a little modification and it disappeared, this was weeks ago and when I noticed it I sent a PM to one of the modedators (crythias) a couple weeks ago but no answer. I have the original post if needed.
Many thanks to the mod that restored it : )
by jbaptiste
25 Sep 2017, 00:03
Forum: Howtos
Topic: OTRS on docker HOWTO
Replies: 15
Views: 24027

Re: OTRS 5 on docker HOWTO

What happened to the original post ? I made a little modification and it disappeared, this was weeks ago and when I noticed it I sent a PM to one of the modedators (crythias) a couple weeks ago but no answer. I have the original post if needed.
by jbaptiste
02 Aug 2017, 16:26
Forum: General
Topic: Increase Customer <-> Service page list size
Replies: 2
Views: 5036

Re: Increase Customer <-> Service page list size

I think there's a possibility to set a default service. If that does not help, you could try to filter the customers and add 200 per bulk. The problem is that the customer<->service interface does not do any pagination, so you can only see the first 200 customers and I see no way of showing more. I...
by jbaptiste
02 Aug 2017, 05:18
Forum: General
Topic: Increase Customer <-> Service page list size
Replies: 2
Views: 5036

Increase Customer <-> Service page list size

Hi, I'm working on associating the services defined in OTRS to the customers that come from an external database. The problem is that the Customer<->Service page only list 200 customers and there are over 8 thousand. Is there a way to increase this limit ? or any other ideas on how to do this for th...
by jbaptiste
01 Aug 2017, 05:19
Forum: Help
Topic: How to add dynamic fields to the search-result page?
Replies: 7
Views: 1720

Re: How to add dynamic fields to the search-result page?

Were you able to solve this ?
by jbaptiste
01 Aug 2017, 00:50
Forum: General
Topic: Scheduler stuck on old database name
Replies: 2
Views: 8325

Re: Scheduler stuck on old database name

Any ideas on this one ? to try to stop the error message I added an entry /etc/hosts pointing to the server's IP address and added permissions to otrs@mariadb for the otrs database (which I tested successfully on the command line) and now I get a //permission denied// error Message: Access denied fo...
by jbaptiste
01 Aug 2017, 00:22
Forum: General
Topic: Ticket search by customer attributes
Replies: 5
Views: 8962

Re: Ticket search by customer attributes

It works ! now I need to make it readonly, is this possible ? Well, as I only need it to search by that field I don't need it enabled in AgentTicketFreeText so no need to make it readonly. I added it on sysconfig on Frontend::Agent::Ticket::ViewSearch and now it is available as a search field, but ...
by jbaptiste
01 Aug 2017, 00:09
Forum: General
Topic: Ticket search by customer attributes
Replies: 5
Views: 8962

Re: Ticket search by customer attributes

It works ! now I need to make it readonly, is this possible ?
by jbaptiste
31 Jul 2017, 23:40
Forum: General
Topic: Ticket search by customer attributes
Replies: 5
Views: 8962

Re: Ticket search by customer attributes

Hi root,


Thanks for the tip ! I'll give it a try.
by jbaptiste
28 Jul 2017, 06:32
Forum: General
Topic: Ticket search by customer attributes
Replies: 5
Views: 8962

Re: Ticket search by customer attributes

I'm looking for this same feature and still I don't see any way of doing it :(
by jbaptiste
27 Jul 2017, 08:30
Forum: General
Topic: Scheduler stuck on old database name
Replies: 2
Views: 8325

Scheduler stuck on old database name

hi, I'm having a very strange issue, I restored a backup on a different OTRS environment, where the difference between the two is that where the backup was taken, the database is external and is accessed through the hostname mariadb that has been added to /etc/hosts. Where I'm restoring the backup, ...
by jbaptiste
12 Apr 2017, 15:48
Forum: Help
Topic: Disable ticket creation for agents in a role
Replies: 4
Views: 969

Re: Disable ticket creation for agents in a role

SysConfig > Ticket → Frontend::Agent::ModuleRegistration -> Frontend::Module###AgentTicketPhone SysConfig > Ticket → Frontend::Agent::ModuleRegistration -> Frontend::Module###AgentTicketEmail define which group will be able to see the create ticket menu. however, this only hide the menu..not totall...
by jbaptiste
11 Apr 2017, 15:25
Forum: Help
Topic: Disable ticket creation for agents in a role
Replies: 4
Views: 969

Re: Disable ticket creation for agents in a role

Hi, yes, remove create permission for the roles. Florian Well, that's not exactly what I'm asking, that removes the create permissions from the queues , but access to the create email/phone tickets pages is still available, just that the agent can't select a queue to create the ticket on those page...
by jbaptiste
10 Apr 2017, 20:45
Forum: Help
Topic: Disable ticket creation for agents in a role
Replies: 4
Views: 969

Disable ticket creation for agents in a role

Hi, I need to disable the options to create email or phone tickets for a role/group. On "Frontend::Agent::Ticket::MenuModule" it's possible to disable them for everyone, I only need to do it for agents on an specific role that only need to work on tickets but not be able to create new ones. Is this ...
by jbaptiste
10 Apr 2017, 18:24
Forum: Help
Topic: Using users directly instead of companies as customers
Replies: 3
Views: 837

Re: Using users directly instead of companies as customers

Well I ended up doing a mix of the two options, I'm mapping the CustomerID field to the email field and setting that field read only. The only thing missing that I haven't been able to do is to make it not visible on the Customer User Administration page. Any ideas on that last one ? I fixed the la...
by jbaptiste
10 Apr 2017, 17:41
Forum: Help
Topic: Using users directly instead of companies as customers
Replies: 3
Views: 837

Re: Using users directly instead of companies as customers

Well I ended up doing a mix of the two options, I'm mapping the CustomerID field to the email field and setting that field read only. The only thing missing that I haven't been able to do is to make it not visible on the Customer User Administration page. Any ideas on that last one ? I fixed the la...
by jbaptiste
10 Apr 2017, 17:24
Forum: Hilfe
Topic: Admin-Benachrichtigung mit Screenshots kommt ohne Bild an
Replies: 4
Views: 780

Re: Admin-Benachrichtigung mit Screenshots kommt ohne Bild an

You have posted on the english area so probably will not get an answer here. Please repost on the german area.
by jbaptiste
10 Apr 2017, 17:20
Forum: Help
Topic: Disallow customer user creation for a role
Replies: 2
Views: 582

Re: Disallow customer user creation for a role

I did some progress but not exactly what I want. I'm using an external database backed and on the backend configuration on Config.pm if I set ReadOnly => 1 then the "Add Customer user" button does not appear as I need, but then I can't edit the users either. I thought this could be possible to handl...
by jbaptiste
10 Apr 2017, 16:57
Forum: Help
Topic: [SOLVED] External DB backend, name on user list not showing
Replies: 1
Views: 601

Re: External DB backend, name on user list not showing

Fixed it. I was using the email address for the customerKey mapping. I changed it for the login field, rebuilt the configuration and the full name appeared again.
by jbaptiste
08 Apr 2017, 00:26
Forum: Help
Topic: Disallow customer user creation for a role
Replies: 2
Views: 582

Disallow customer user creation for a role

Hi, I have been trying to make a role to not be able to create a customer user with no success. On the Role<->Group permissions if I don't add the RW permission for the role to the users group, then the Customers User Administration option on the Customer top menu doesn't even appear, so to have it ...
by jbaptiste
08 Apr 2017, 00:04
Forum: Help
Topic: [SOLVED] External DB backend, name on user list not showing
Replies: 1
Views: 601

[SOLVED] External DB backend, name on user list not showing

Hi, I'm using an external customer database backend, everything is working great, but the Name field on the user list appears empty. https://i.imgur.com/1we4Dye.png This is my backed config, does anyone sees anything wrong ? # CustomerUser # (customer user database backend and settings) $Self->{Cust...
by jbaptiste
03 Apr 2017, 21:24
Forum: Help
Topic: Using users directly instead of companies as customers
Replies: 3
Views: 837

Re: Using users directly instead of companies as customers

Well I ended up doing a mix of the two options, I'm mapping the CustomerID field to the email field and setting that field read only. The only thing missing that I haven't been able to do is to make it not visible on the Customer User Administration page. Any ideas on that last one ?