Search found 64 matches

by mohsinkhan009
18 Sep 2020, 15:36
Forum: Help
Topic: CIS policy on OTRS
Replies: 11
Views: 396

Re: CIS policy on OTRS

Hi Jojo,

I appreciate your effort in helping out in OTRS issue which comes on the forum. as a expert advice your input are valuable
by mohsinkhan009
18 Sep 2020, 11:07
Forum: Help
Topic: CIS policy on OTRS
Replies: 11
Views: 396

Re: CIS policy on OTRS

Hi Jojo,

“how OTRS functionality will be impacted” if CIS hardening level 2 is implemented on OTRS servers.

can you please provide your input.
by mohsinkhan009
10 Sep 2020, 06:16
Forum: General
Topic: Dynamic field visible
Replies: 1
Views: 98

Dynamic field visible

Hi All,

I have a requirement of making one text dynamic field visible and mandatory based on other drop down dynamic field value for example

drop_down_dynamicfield value as "other" so text_dynamicfield should be visible.

any suggestion is welcome.


regards,
Mohsin khan
by mohsinkhan009
20 Aug 2020, 08:26
Forum: Help
Topic: CIS policy on OTRS
Replies: 11
Views: 396

Re: CIS policy on OTRS

Hi Jojo,

Is there is any other alternative for hardening if level 2 is not supported.
by mohsinkhan009
14 Aug 2020, 11:15
Forum: Help
Topic: CIS policy on OTRS
Replies: 11
Views: 396

Re: CIS policy on OTRS

Hi Jojo, We have a customer implementation planned ahead, they have CIS hardening policy that will be implemented during infra setup and hardening will be done according to https://www.cisecurity.org/cis-benchmarks/. Profile 2 of the above CIS policy will be implemented. Can you please help to know ...
by mohsinkhan009
13 Aug 2020, 06:04
Forum: Help
Topic: CIS policy on OTRS
Replies: 11
Views: 396

Re: CIS policy on OTRS

Whether OTRS will support the CIS hardening. Also please let us know the precise question so that it will be helpful.
by mohsinkhan009
12 Aug 2020, 13:07
Forum: Help
Topic: CIS policy on OTRS
Replies: 11
Views: 396

CIS policy on OTRS

What is the support of CIS policy on OTRS?
One of the customer is interest in using the CIS policy for OTRS, needs to whether CIS policy is supported by OTRS or not. any input will be valuable.

regards,
Mohsin khan
by mohsinkhan009
30 Jan 2020, 09:31
Forum: General
Topic: OTRS 5.0.34 AgentITSMChangeDelete Funtionality
Replies: 0
Views: 679

OTRS 5.0.34 AgentITSMChangeDelete Funtionality

Hi All, We have enable/registered AgentITSMChangeDelete functionality where change manager can delete the change if not found relevant, but we are facing one issue. Issue is that delete functionality is not working as per the expectation, i.e no CSS is apply and always new tab is open with the follo...
by mohsinkhan009
04 Dec 2019, 13:08
Forum: General
Topic: OTRS Send Mail Module
Replies: 17
Views: 2322

Re: OTRS Send Mail Module

Yes I am able to connect smpt, need to check the exchange but as per the log it is showing SMTP authentication failed: 500
by mohsinkhan009
04 Dec 2019, 09:26
Forum: General
Topic: OTRS Send Mail Module
Replies: 17
Views: 2322

Re: OTRS Send Mail Module

Can someone provide input on the said issue.
by mohsinkhan009
02 Dec 2019, 06:52
Forum: General
Topic: OTRS Send Mail Module
Replies: 17
Views: 2322

Re: OTRS Send Mail Module

Still getting below error Message: CommunicationLog(ID:66002,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Connection,ObjectLogID:156411)::Kernel::System::Email::SMTP => SMTP authentication failed (SMTP code: 500, ErrorMessage: 500, Command unknown: 'AUTH') in PRODUCT = ...
by mohsinkhan009
29 Nov 2019, 05:44
Forum: General
Topic: OTRS Send Mail Module
Replies: 17
Views: 2322

Re: OTRS Send Mail Module

Thanks, the said module are already installed please find below details
o IO::Socket::SSL..................ok (v2.066)
o Net::SMTP........................ok (v3.11)
by mohsinkhan009
28 Nov 2019, 13:03
Forum: General
Topic: OTRS Send Mail Module
Replies: 17
Views: 2322

Re: OTRS Send Mail Module

this error is also coming:-

SMTP code: 500, ErrorMessage: 500, Command unknown: 'AUTH'
by mohsinkhan009
28 Nov 2019, 11:22
Forum: General
Topic: OTRS Send Mail Module
Replies: 17
Views: 2322

Re: OTRS Send Mail Module

No luck getting the same issue with SMTPTLS [Thu Nov 28 20:21:01 2019][Debug][Kernel::System::Email::SendExecute][737] Trying to send the email using backend 'Kernel::System::Email::SMTPTLS'. [Thu Nov 28 20:21:02 2019][Error][Kernel::System::CommunicationLog::_LogError][538] CommunicationLog(ID:5633...
by mohsinkhan009
28 Nov 2019, 07:29
Forum: General
Topic: OTRS Send Mail Module
Replies: 17
Views: 2322

Re: OTRS Send Mail Module

This is the latest log which I have got sudo su -c "/opt/otrs/bin/otrs.Console.pl Maint::Email::MailQueue --send" -s /bin/bash otrs Net::SMTP>>> Net::SMTP(2.31) Net::SMTP>>> Net::Cmd(2.29) Net::SMTP>>> Exporter(5.68) Net::SMTP>>> IO::Socket::INET(1.33) Net::SMTP>>> IO::Socket(1.34) Net::SMTP>>> IO::...
by mohsinkhan009
27 Nov 2019, 09:28
Forum: General
Topic: OTRS Send Mail Module
Replies: 17
Views: 2322

Re: OTRS Send Mail Module

Still no luck showing the same error. already the said package is installed with same version.
by mohsinkhan009
26 Nov 2019, 12:39
Forum: General
Topic: OTRS Send Mail Module
Replies: 17
Views: 2322

Re: OTRS Send Mail Module

Still no luck getting below error though the server is able to connect smtp.office365.com on 25 as well as 587 [Tue Nov 26 21:37:38 2019][Debug][Kernel::System::Email::SendExecute][737] Trying to send the email using backend 'Kernel::System::Email::SMTPS'. [Tue Nov 26 21:37:39 2019][Error][Kernel::S...
by mohsinkhan009
21 Nov 2019, 14:32
Forum: General
Topic: OTRS Send Mail Module
Replies: 17
Views: 2322

OTRS Send Mail Module

Getting below issue Message: CommunicationLog(ID:22349,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:44619)::Kernel::System::MailQueue => Message could not be sent! Error message: SMTP authentication failed: 500, Command unknown: 'AUTH'! Below is the ...
by mohsinkhan009
23 Oct 2019, 12:30
Forum: General
Topic: Single or multiple Ticket Data
Replies: 0
Views: 1207

Single or multiple Ticket Data

Hi All,

My query is that can I create a database dump for ticket created in last 1 day get it restore to other instances of same version.
by mohsinkhan009
03 Apr 2019, 14:22
Forum: General
Topic: GenericAgent Custom Module
Replies: 2
Views: 447

Re: GenericAgent Custom Module

Great thanks it is working and printing the relevant in log file [Wed Apr 3 17:51:16 2019][Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::CustomModule) for Ticket (2019040343000014/28892). [Wed Apr 3 17:51:16 2019][Notice][Kernel::System::GenericAgent:...
by mohsinkhan009
03 Apr 2019, 14:12
Forum: General
Topic: GenericAgent Custom Module
Replies: 2
Views: 447

GenericAgent Custom Module

Capture.JPG Hi All, I wan to understand How to use the Execute Custom Module of OTRS. I have written one custom module and use that module name in the text box and run for the ticket the output is not getting, below is the content of CustomModule.pm package Kernel::System::GenericAgent::CustomModul...
by mohsinkhan009
12 Feb 2019, 06:43
Forum: General
Topic: OTRS-Servicenow Integration
Replies: 0
Views: 626

OTRS-Servicenow Integration

Hi All,

Just want to know about the OTRS - Service now integration apart from the business solution, any input will help in implementaion.

regards,
Mohsin
by mohsinkhan009
13 Dec 2018, 11:43
Forum: General
Topic: REST Web service for OTRS CMDB
Replies: 3
Views: 1321

Re: REST Web service for OTRS CMDB

Thanks Reneeb, But I am looking for REST webservice
by mohsinkhan009
13 Dec 2018, 10:32
Forum: General
Topic: REST Web service for OTRS CMDB
Replies: 3
Views: 1321

REST Web service for OTRS CMDB

Can Some one have idea about the REST Web service for OTRS CMDB.
by mohsinkhan009
27 Sep 2018, 12:44
Forum: OTRS Developers
Topic: OTRS Time Zone as -5.5
Replies: 1
Views: 3733

OTRS Time Zone as -5.5

Hi All,

I need to set one of the calendar Timezone to UTC -5.5, any Input are welcome......
by mohsinkhan009
12 Sep 2018, 14:36
Forum: OTRS Developers
Topic: OTRS CMDB Storage
Replies: 2
Views: 2073

Re: OTRS CMDB Storage

Thanks Emin,

For your Quick reply...

regards,
Mohsin khan
by mohsinkhan009
12 Sep 2018, 13:18
Forum: OTRS Developers
Topic: OTRS CMDB Storage
Replies: 2
Views: 2073

OTRS CMDB Storage

Hi All, I want to know where exactly the CMDB data is store as I check the database their all the data is not getting store. for eg. i want to know where the below value pick by OTRS Name: Laptop Deployment State: Maintenance Incident State: Operational Vendor: Dell Model: Dell Description: OS -10 T...
by mohsinkhan009
31 Oct 2017, 13:56
Forum: General
Topic: OTRS - BMC Remedy Integration
Replies: 5
Views: 9695

Re: OTRS - BMC Remedy Integration

@Reneeb,

We have setup OTRS in multi tenant mode, can we use the said integration with different ITSM tool depending upon the customer
by mohsinkhan009
31 Oct 2017, 12:07
Forum: General
Topic: OTRS - BMC Remedy Integration
Replies: 5
Views: 9695

OTRS - BMC Remedy Integration

Hi All,

We are in process of integration between OTRS and BMC, if any one has any suggestion it is most welcome for the below mention process

On creating of new/update of ticket in BMC the same mechanism should be do in OTRS and vice versa.
by mohsinkhan009
27 Sep 2017, 12:41
Forum: General
Topic: OTRS error while installing
Replies: 1
Views: 8791

OTRS error while installing

getting below error while installing OTRS Can't locate version/vpp.pm in @INC (@INC contains: /opt/otrs/bin/Custom /opt/otrs/bin/Kernel/cpan-lib /opt/otrs i-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64 64/perl5 /usr/share/perl5 .) at ...
by mohsinkhan009
12 Sep 2017, 11:22
Forum: General
Topic: TicketSearch call from OTRS Webservice
Replies: 7
Views: 10682

Re: TicketSearch call from OTRS Webservice

After doing some RnD found that TicketSearch return TicketID. we need to use TicketGet function to get all the ticket details against the search ticketID
by mohsinkhan009
01 Jun 2017, 11:58
Forum: General
Topic: TicketSearch call from OTRS Webservice
Replies: 7
Views: 10682

Re: TicketSearch call from OTRS Webservice

Can some one help as I am not getting a specific Ticket ID when search ticketNumber
by mohsinkhan009
01 Jun 2017, 09:41
Forum: General
Topic: TicketSearch call from OTRS Webservice
Replies: 7
Views: 10682

Re: TicketSearch call from OTRS Webservice

Yes I have provide the username and passord
by mohsinkhan009
01 Jun 2017, 07:51
Forum: General
Topic: TicketSearch call from OTRS Webservice
Replies: 7
Views: 10682

Re: TicketSearch call from OTRS Webservice

I tired with the below code mention on the OTRS webservice document here I have change the operation as TicketSearch and also the OTRS_FQDN use strict; use warnings; # use ../ as lib location use File::Basename; use FindBin qw($RealBin); use lib dirname($RealBin); use SOAP::Lite; use Data::Dumper; #...
by mohsinkhan009
01 Jun 2017, 06:13
Forum: General
Topic: TicketSearch call from OTRS Webservice
Replies: 7
Views: 10682

TicketSearch call from OTRS Webservice

Hi All,
Need to understand how do we need to pass the parameter for TicketSearch when we are calling the OTRS webservice

http://x.x.x.x/otrs/nph-genericinterfac ... cketSearch
by mohsinkhan009
27 Feb 2017, 13:20
Forum: OTRS Developers
Topic: Customer Dashboard
Replies: 0
Views: 1086

Customer Dashboard

HI All,

We are in process of customization of CustomerTicketOverView as Agent dashboard can any one has any idea about its implementation
by mohsinkhan009
18 Jul 2016, 08:56
Forum: General
Topic: Dynamic Field Error in OTRS 5
Replies: 0
Views: 623

Dynamic Field Error in OTRS 5

Hi all, While creating ticket through SOAP I have facing below error not able to get dynamic field. Received data by provider from remote system (2016-07-18 11:24:00, debug) <?xml version="1.0" encoding="UTF-8"?><soap:Envelope soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap...
by mohsinkhan009
08 Jun 2016, 05:54
Forum: General
Topic: Integration OTRS 5 with any opensource chatting module
Replies: 6
Views: 1727

Re: Integration OTRS 5 with any opensource chatting module

Thanks RStraub but I don't have understanding of Node.js,

Can someone have any idea of phpfreechat an open source tool available which can be integrated in OTRS. If yes what are the steps needs to be follow.
by mohsinkhan009
07 Jun 2016, 12:24
Forum: General
Topic: Integration OTRS 5 with any opensource chatting module
Replies: 6
Views: 1727

Integration OTRS 5 with any opensource chatting module

Hi All,

Can some help me out to integration OTRS with any of the opensource chatting module on linux machine.

regards
mohsin khan
by mohsinkhan009
01 Jun 2016, 10:47
Forum: General
Topic: Need Queue comment to be display in OTRS 5
Replies: 2
Views: 710

Re: Need Queue comment to be display in OTRS 5

Thanks reneeb it is working as expected, thanks for guiding, will required such guidance in future.
by mohsinkhan009
01 Jun 2016, 07:52
Forum: General
Topic: Need Queue comment to be display in OTRS 5
Replies: 2
Views: 710

Need Queue comment to be display in OTRS 5

Hi all,

My requirement is that I want to display a queue comment in a popup or in any other form when any queue is been select on AgentTicketPhone page while raising a new ticket or mouse over comment when the queue is been highlighted in drop down.
by mohsinkhan009
08 Mar 2016, 08:18
Forum: General
Topic: Need to add follow up article for existence OTRS ticket Number
Replies: 4
Views: 1023

Re: Need to add follow up article for existence OTRS ticket Number

First add the said above parameter to YES and then in mail body the OTRS ticket should be in this format only [Ticket#2016030834000039]
by mohsinkhan009
08 Mar 2016, 08:02
Forum: General
Topic: Need to add follow up article for existence OTRS ticket Number
Replies: 4
Views: 1023

Re: Need to add follow up article for existence OTRS ticket Number

Thanks for the response,
I have already set the said parameter to Yes but still new ticket are getting created
by mohsinkhan009
04 Mar 2016, 13:05
Forum: General
Topic: Need to add follow up article for existence OTRS ticket Number
Replies: 4
Views: 1023

Need to add follow up article for existence OTRS ticket Number

I already have OTRS ticket number in OTRS database, now I got a mail from post master filter, in that mail body I have OTRS ticket number which is already present in my OTRS database . Now what I want is that OTRS should update the ticket number which he gets from the mail body for eg:- Customer Ref...
by mohsinkhan009
18 Feb 2016, 09:41
Forum: General
Topic: Ticket is auto closing
Replies: 2
Views: 612

Re: Ticket is auto closing

Can some one provide any input, as ticket are auto closing, their is no Generic Agent running.
by mohsinkhan009
12 Feb 2016, 15:04
Forum: General
Topic: Ticket is auto closing
Replies: 2
Views: 612

Ticket is auto closing

Hi All,

Have defined SLA for a que, below is my SLA configured

First Response Time: 120 minutes Update Time: 480 minutes Solution Time: 3000 minutes

Issue facing:- My ticket is getting auto closed when their is no update on the ticket SLA

Is the above scenario can be consider for auto closing.
by mohsinkhan009
18 Dec 2015, 11:19
Forum: General
Topic: ITSM integration with Customer module
Replies: 0
Views: 733

ITSM integration with Customer module

Hi,

My Requirement is that a customer wants to link the ticket with the said Change Request Number through customer login not by agent login, through agent login we can link the ticket with Change Request I want the same functionality of agent in customer.

Any help will be appreciated.
by mohsinkhan009
09 Dec 2015, 06:32
Forum: General
Topic: OTRS 5.0.3 Webservice Error
Replies: 2
Views: 840

Re: OTRS 5.0.3 Webservice Error

Issue resolve by changing the code in SOAP.pm module