Search found 63 matches

by jbaptiste
07 May 2018, 08:08
Forum: Howtos
Topic: OTRS on docker HOWTO
Replies: 11
Views: 9922

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: 11
Views: 9922

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: 11
Views: 9922

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: 1129

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: 583

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: 1129

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: 1129

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: 1129

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: 11
Views: 9922

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: 11
Views: 9922

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: 11
Views: 9922

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: 4657

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: 4657

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: 1195

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: 7905

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: 7150

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: 7150

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: 7150

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: 7150

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: 7905

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: 714

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: 714

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: 714

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: 658

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: 658

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: 642

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: 478

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: 482

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: 478

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: 482

[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: 658

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 ?
by jbaptiste
29 Mar 2017, 21:45
Forum: Help
Topic: Using users directly instead of companies as customers
Replies: 3
Views: 658

Using users directly instead of companies as customers

Hi, On a new project I'm working on I'm setting up an OTRS for a small residential ISP, using an external DB backend for the customer information. On this case their customers are the final users that use their services at home (internet, phone, tv, etc), not the usual Company with users which is th...
by jbaptiste
28 Mar 2017, 23:51
Forum: Help
Topic: Customer Database backend connection MSSQL (ODBC - How to?)
Replies: 11
Views: 2021

Re: Customer Database backend connection MSSQL (ODBC - How to?)

reneeb wrote:Remove all the "Translatable" and the parens from the Mapping...
But why the Translatable function can't be used on Config.pm ?
by jbaptiste
22 Mar 2017, 19:09
Forum: Howtos
Topic: OTRS on docker HOWTO
Replies: 11
Views: 9922

Re: OTRS 5 on docker HOWTO

Thanks for the Docker Image! What about using Plugins? I use Kix4OTRS and i have no idea if it's working perfectly with you docker Installation. By plugins you mean addons ? if yes it shouldn't be too difficult to implement, I think it would be just a matter of understanding how they can be install...
by jbaptiste
20 Oct 2016, 02:54
Forum: Howtos
Topic: OTRS on docker HOWTO
Replies: 11
Views: 9922

Re: OTRS 5 on docker HOWTO

Thanks for the Docker Image! What about using Plugins? I use Kix4OTRS and i have no idea if it's working perfectly with you docker Installation. By plugins you mean addons ? if yes it shouldn't be too difficult to implement, I think it would be just a matter of understanding how they can be install...
by jbaptiste
12 Aug 2016, 02:11
Forum: General
Topic: OTRS Appliance Future Support
Replies: 7
Views: 1795

Re: OTRS Appliance Future Support

Hi, First of all apologies for reviving a year old thread, but I think its worth mentioning this OTRS docker container , which could be used as an appliance replacement. These are some of this container's features: Supports both OTRS 4 and 5 latest versions It isn't a monolithic container that bundl...
by jbaptiste
12 Aug 2016, 02:03
Forum: Help
Topic: [SOLVED] Possible Create Backup of OTRS Docker outside the container?
Replies: 5
Views: 726

Re: [SOLVED] Possible Create Backup of OTRS Docker outside the container?

Hi, First of all apologies for reviving a year old thread, but I think its worth mentioning this other OTRS docker container , a much better implementation of the one mentioned in this thread. This container has several advantages over that one: It isn't unmaintained (last update from the other one ...
by jbaptiste
17 Jun 2016, 21:52
Forum: Howtos
Topic: OTRS on docker HOWTO
Replies: 11
Views: 9922

Re: OTRS 5 on docker HOWTO

Wow. I'm still having some kind of love/hate for docker, but I very much appreciate your information, especially the .yml file! I LOVE docker, it has made my life at work so much easier, but its true that it has some learning curve too. not because it is difficult to use but more that its a differe...
by jbaptiste
17 Jun 2016, 08:42
Forum: Howtos
Topic: OTRS on docker HOWTO
Replies: 11
Views: 9922

OTRS on docker HOWTO

Hi, At the company I work at we have been running OTRS 4 on docker on production for multiple companies without issues for over a year now with more than 10k downloads on docker hub . I was planning on posting earlier about them here but, you know...life happens. Now I had some free time again I man...
by jbaptiste
23 Mar 2016, 00:44
Forum: Help
Topic: OTRS 5 OTRS daemon not running
Replies: 6
Views: 1421

Re: OTRS 5 OTRS daemon not running

Well I haven't had any time to look at this again until today, now I noticed that stopping/starting the OTRS daemon fixes the issue:

# su -c "${OTRS_ROOT}bin/otrs.Daemon.pl stop" -s /bin/bash otrs
# su -c "${OTRS_ROOT}bin/otrs.Daemon.pl start" -s /bin/bash otrs
by jbaptiste
21 Jan 2016, 23:01
Forum: Help
Topic: OTRS 5 OTRS daemon not running
Replies: 6
Views: 1421

Re: OTRS 5 OTRS daemon not running

I reinstalled with 5.0.6 and the issue persists as described, the OTRS daemon seems to be running but the web interfaces says it isn't.
by jbaptiste
20 Jan 2016, 08:04
Forum: Help
Topic: OTRS 5 OTRS daemon not running
Replies: 6
Views: 1421

OTRS 5 OTRS daemon not running

Hi, I have a vanilla OTRS 5.0.5 install, after logging in as root@localhost the web portal tells me that the OTRS daemon isn't running, but it is, I can see it among the running processes: otrs 60 0.0 0.2 75300 16840 ? S 05:33 0:00 /usr/bin/perl -X /opt/otrs/bin/otrs.Daemon.pl start root 79 0.0 0.2 ...
by jbaptiste
15 Dec 2015, 15:50
Forum: Help
Topic: Authentication issues with some gmail bussiness accounts
Replies: 2
Views: 442

Re: Authentication issues with some gmail bussiness accounts

crythias wrote:better to siphon from one email and use aliases than multiple accounts.

At the end I deleted the email account and recreated it and it worked, but this is a good idea !
by jbaptiste
15 Dec 2015, 00:22
Forum: Help
Topic: Authentication issues with some gmail bussiness accounts
Replies: 2
Views: 442

Authentication issues with some gmail bussiness accounts

Hi, We use gmail for our company email, we have two accounts configured using IMAPS and OTRS can fetch emails fine. Now we added a third account with the same configuration as the other two using IMAPS but we always get an authentication failed message: Backend ERROR: OTRS-CGI-98 Perl: 5.10.1 OS: li...
by jbaptiste
09 Dec 2015, 12:27
Forum: Help
Topic: [SOLVED] Run generic agent task once a month
Replies: 13
Views: 1174

Re: Run generic agent task once a month

RStraub wrote:Glad we found another happy modder :)
Yeah ! I just updated the OP topic to mark it as solved. Thanks !
by jbaptiste
09 Dec 2015, 12:03
Forum: Help
Topic: [SOLVED] Run generic agent task once a month
Replies: 13
Views: 1174

Re: Run generic agent task once a month

You are right, after I removed the dump line, I see it's working. This is the full script if someone else is interested: use strict; use warnings; use lib '/opt/otrs/'; use lib '/opt/otrs/Kernel/cpan-lib'; use lib '/opt/otrs/Custom'; use DBI(); use Kernel::System::ObjectManager; local $Kernel::OM = ...
by jbaptiste
09 Dec 2015, 10:33
Forum: Help
Topic: [SOLVED] Run generic agent task once a month
Replies: 13
Views: 1174

Re: Run generic agent task once a month

I just noticed something, it only closes the ticket in the second run, this is my script: #!/usr/bin/perl use strict; use warnings; use lib '/opt/otrs/'; use lib '/opt/otrs/Kernel/cpan-lib'; use lib '/opt/otrs/Custom'; use DBI(); use Kernel::System::ObjectManager; local $Kernel::OM = Kernel::System:...
by jbaptiste
09 Dec 2015, 10:28
Forum: Help
Topic: [SOLVED] Run generic agent task once a month
Replies: 13
Views: 1174

Re: Run generic agent task once a month

Well, if you want to close it (read: change the state) use this page: https://otrs.github.io/doc/api/otrs/4.0/Perl/Kernel/System/Ticket.pm.html with the function TicketStateSet() Thanks! I got a basic example working, now to learn perl (lol) and make it go through all the needed tickets to be close...
by jbaptiste
09 Dec 2015, 09:27
Forum: Help
Topic: [SOLVED] Run generic agent task once a month
Replies: 13
Views: 1174

Re: Run generic agent task once a month

I use a either of these sites: http://otrs.perl-services.de/docs/otrs/rel-4_0/kernel_system_ticket_ticketsearch.html or https://otrs.github.io/doc/api/otrs/4.0/Perl/Kernel/System/Ticket/TicketSearch.pm.html Either of them works fine and I only had very few problems with a wrong documentation (one e...
by jbaptiste
09 Dec 2015, 08:43
Forum: Help
Topic: [SOLVED] Run generic agent task once a month
Replies: 13
Views: 1174

Re: Run generic agent task once a month

Thanks for your answer, one last thing (for now), could you point me to the correct documentation ? I'm looking at: https://otrs.github.io/doc/api/otrs/4.0/Perl/Kernel/GenericInterface/Operation/Ticket/TicketUpdate.pm.html but it seems that that's the documentation for the interface, and I can't fin...