Znuny and ((OTRS)) Community Edition

jbaptiste

This was something we all knew was coming and we were waiting for an official communication from xxx, this was it. It is awesome to see Znuny step up and continue the development of the community version, I will release a znuny docker image too as soon as I can, as now there is little point for me ...

jbaptiste

Hi,

As OTRS ((Comunity Edition)) is no longer supported by xxx I have switched my OTRS docker images to Znuny LTS release. You can find more information about the switch here.

jbaptiste

What it says, that they are not going to release any future version of OTRS as open source.

jbaptiste

Hi alexus, Hi, 1. Create 2 dynamic fields, i.e. - AgentEscTrigger and MgrEscTrigger 2. Create 2 Generic agent job to check escalation and to set the triggers 3. Create 2 notification on event TicketDynamicFieldUpdate_(TriggerName) That's it)) Thanks for your answer, could you expand on the second po...

jbaptiste

Hi, When using queue escalation times, it is possible to notificate to different agents depending on the escalation time ? for example, if first response escalation time of one hour has been reached notify all agents of the group associated to that queue and to agent A, but if 2 more hours have pass...

jbaptiste

Where are the RPM packages ?

jbaptiste

root wrote: ↑18 Jan 2021, 19:00 Hello jbaptiste,

Let me know if you need assistance, I'm glad to help. Just pm me.

- Roy

I'll surely do it.

jbaptiste

This was something we all knew was coming and we were waiting for an official communication from xxx, this was it. It is awesome to see Znuny step up and continue the development of the community version, I will release a znuny docker image too as soon as I can, as now there is little point for me t...

jbaptiste

Excellent, let me know if you need me to open an issue, I will gladly do it.

jbaptiste

Well then it clearly is a bug as Date is behaving as DateChecksum, and current documentation say they behave differently. Where the bug lies ? I don't know if it is a framework issue or what, if it makes sense to report it on https://github.com/znuny/Znuny/issues/ I will.

jbaptiste

Hi, I have the ticket counter set as Kernel::System::Ticket::Number::Date autoincrement , but is not working as documented, the counter is being restarted daily, but that is how DateChecksum works, as I understand it Date should have a "global" counter that is not reset: Selects the ticket...

jbaptiste

Hi,

You can also run OTRS in docker:

https://github.com/juanluisbaptiste/docker-otrs/

jbaptiste

Hello jbaptiste, sorry for the delay but we had a week of shutdown due to covid…. I've understood a thing, and please confirm it to me, the MariaDB is outside your image and not? is it right? so the volume of MySQL is not the one where the Db is hosted? Is not included in the OTRS image, it's a sep...

jbaptiste

root wrote: ↑10 Apr 2020, 17:06 Hi,

Relax, regarding to the recently updated SECURITY.md is version 6 still supported. 5 is EOL.

- Roy

Yeah but that doesn't change the fact thet there will be no new community edition after OTRS 6 go EOL whenever that is,right ?

jbaptiste

maro584 wrote: ↑07 Apr 2020, 18:07 But anyway is their a way to install that modules as a root user to make them available also for otrs user? It will simplify upgrades.

You could also run OTRS as a docker container and simplify upgrades that way, all this issues are already being handled on the latest image version.

jbaptiste

Hello again @jbaptiste, Thanks for your reply, in case I want to use your image, with even the DB, and just specify the volume where I would persist the data, have I to change it in the compose file, or where should I set it when executing your container? I've seen you have set it /volumes/mysql bu...

jbaptiste

Hi, Since my last post, appart from keeping the images updated to the latest OTRS version, there have been some small improvements added to them: Switching the article storage type from database to filesystem (and viceversa) using OTRS_ARTICLE_STORAGE_TYPE environment variable, setting its value to ...

jbaptiste

If you have an external database you only need to setup OTRS_DB_HOST, OTRS_DB_USER and OTRS_DB_PASSWORD pointing to your database host. Volumes are only if you are using a containerized database.

jbaptiste

Hello, I've seen that here's a docker unofficial version of OTRS6 reachable here , I've seen that the mantainer is an active user here, and was wondering if it's possible to have the MariaDB file mounted as volume. The main reason I'm asking it is since the instance we've is on a Devuan image and h...

jbaptiste

When will OTRS 7 become community edition ? OTRS 8 was released this week, right ?

jbaptiste

Now that OTRS 8 was released will 7 be released for the community version ?

jbaptiste · Re: OTRS 6.0.27 broken build, cannot find Moo perl module Excellent, thanks !!

Excellent, thanks !!

jbaptiste

Hi, It seems the latest OTRS 6 version introduced a new perl dependency for the Moo module, now this command: perl -cw /opt/otrs/bin/cgi-bin/index.pl Fails with this error: Can't locate Moo.pm in @INC (@INC contains: /opt/otrs/bin/Custom /opt/otrs/bin/Kernel/cpan-lib /opt/otrs/bin /opt/otrs/bin/cgi-...

jbaptiste

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).

jbaptiste

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 ...

jbaptiste

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.

jbaptiste

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...

jbaptiste

Could you post the steps you did to do the upgrade?

jbaptiste

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...

jbaptiste

Any suggestions ?

jbaptiste

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...

jbaptiste

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...

jbaptiste

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 ?

jbaptiste

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...

jbaptiste

Hola,

Ese contenido es del log de acceso, no del log de error, por favor pon el contenido de /var/log/httpd/error_log.

jbaptiste

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...

jbaptiste

It's a bug and has already been fixed for next version.

jbaptiste

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...

jbaptiste

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...

jbaptiste

Ahh I did not know that, thanks !!

jbaptiste

jbaptiste

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 d...

jbaptiste

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...

jbaptiste

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...

jbaptiste

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:

jbaptiste

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.

jbaptiste

Can this setting be set via command line as it was possible in previous versions ?

jbaptiste

jojo wrote:Check the Admin panel in OTRS

Thanks, but it's empty too, it says "No communication Logs".

Any other ideas ?

jbaptiste

jojo wrote:check the communication log

Where's located ? at /opt/otrs/var/log I only have empty logs in Daemon directory.

jbaptiste

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...

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