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
Search found 64 matches
- 18 Sep 2020, 15:36
- Forum: Help
- Topic: CIS policy on OTRS
- Replies: 11
- Views: 2740
- 18 Sep 2020, 11:07
- Forum: Help
- Topic: CIS policy on OTRS
- Replies: 11
- Views: 2740
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.
“how OTRS functionality will be impacted” if CIS hardening level 2 is implemented on OTRS servers.
can you please provide your input.
- 10 Sep 2020, 06:16
- Forum: General
- Topic: Dynamic field visible
- Replies: 1
- Views: 855
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
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
- 20 Aug 2020, 08:26
- Forum: Help
- Topic: CIS policy on OTRS
- Replies: 11
- Views: 2740
Re: CIS policy on OTRS
Hi Jojo,
Is there is any other alternative for hardening if level 2 is not supported.
Is there is any other alternative for hardening if level 2 is not supported.
- 14 Aug 2020, 11:15
- Forum: Help
- Topic: CIS policy on OTRS
- Replies: 11
- Views: 2740
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 ...
- 13 Aug 2020, 06:04
- Forum: Help
- Topic: CIS policy on OTRS
- Replies: 11
- Views: 2740
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.
- 12 Aug 2020, 13:07
- Forum: Help
- Topic: CIS policy on OTRS
- Replies: 11
- Views: 2740
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
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
- 30 Jan 2020, 09:31
- Forum: General
- Topic: OTRS 5.0.34 AgentITSMChangeDelete Funtionality
- Replies: 0
- Views: 1496
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...
- 04 Dec 2019, 13:08
- Forum: General
- Topic: OTRS Send Mail Module
- Replies: 18
- Views: 15359
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
- 04 Dec 2019, 09:26
- Forum: General
- Topic: OTRS Send Mail Module
- Replies: 18
- Views: 15359
Re: OTRS Send Mail Module
Can someone provide input on the said issue.
- 02 Dec 2019, 06:52
- Forum: General
- Topic: OTRS Send Mail Module
- Replies: 18
- Views: 15359
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 = ...
- 29 Nov 2019, 05:44
- Forum: General
- Topic: OTRS Send Mail Module
- Replies: 18
- Views: 15359
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)
o IO::Socket::SSL..................ok (v2.066)
o Net::SMTP........................ok (v3.11)
- 28 Nov 2019, 13:03
- Forum: General
- Topic: OTRS Send Mail Module
- Replies: 18
- Views: 15359
Re: OTRS Send Mail Module
this error is also coming:-
SMTP code: 500, ErrorMessage: 500, Command unknown: 'AUTH'
SMTP code: 500, ErrorMessage: 500, Command unknown: 'AUTH'
- 28 Nov 2019, 11:22
- Forum: General
- Topic: OTRS Send Mail Module
- Replies: 18
- Views: 15359
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...
- 28 Nov 2019, 07:29
- Forum: General
- Topic: OTRS Send Mail Module
- Replies: 18
- Views: 15359
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::SM...
- 27 Nov 2019, 09:28
- Forum: General
- Topic: OTRS Send Mail Module
- Replies: 18
- Views: 15359
Re: OTRS Send Mail Module
Still no luck showing the same error. already the said package is installed with same version.
- 26 Nov 2019, 12:39
- Forum: General
- Topic: OTRS Send Mail Module
- Replies: 18
- Views: 15359
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...
- 21 Nov 2019, 14:32
- Forum: General
- Topic: OTRS Send Mail Module
- Replies: 18
- Views: 15359
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 ...
- 23 Oct 2019, 12:30
- Forum: General
- Topic: Single or multiple Ticket Data
- Replies: 0
- Views: 2462
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.
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.
- 03 Apr 2019, 14:22
- Forum: General
- Topic: GenericAgent Custom Module
- Replies: 2
- Views: 1513
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:...
- 03 Apr 2019, 14:12
- Forum: General
- Topic: GenericAgent Custom Module
- Replies: 2
- Views: 1513
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...
- 12 Feb 2019, 06:43
- Forum: General
- Topic: OTRS-Servicenow Integration
- Replies: 0
- Views: 1634
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
Just want to know about the OTRS - Service now integration apart from the business solution, any input will help in implementaion.
regards,
Mohsin
- 13 Dec 2018, 11:43
- Forum: General
- Topic: REST Web service for OTRS CMDB
- Replies: 3
- Views: 2908
Re: REST Web service for OTRS CMDB
Thanks Reneeb, But I am looking for REST webservice
- 13 Dec 2018, 10:32
- Forum: General
- Topic: REST Web service for OTRS CMDB
- Replies: 3
- Views: 2908
REST Web service for OTRS CMDB
Can Some one have idea about the REST Web service for OTRS CMDB.
- 27 Sep 2018, 12:44
- Forum: Developers
- Topic: OTRS Time Zone as -5.5
- Replies: 1
- Views: 5804
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......
I need to set one of the calendar Timezone to UTC -5.5, any Input are welcome......
- 12 Sep 2018, 14:36
- Forum: Developers
- Topic: OTRS CMDB Storage
- Replies: 2
- Views: 4442
Re: OTRS CMDB Storage
Thanks Emin,
For your Quick reply...
regards,
Mohsin khan
For your Quick reply...
regards,
Mohsin khan
- 12 Sep 2018, 13:18
- Forum: Developers
- Topic: OTRS CMDB Storage
- Replies: 2
- Views: 4442
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...
- 31 Oct 2017, 13:56
- Forum: General
- Topic: OTRS - BMC Remedy Integration
- Replies: 5
- Views: 11396
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
We have setup OTRS in multi tenant mode, can we use the said integration with different ITSM tool depending upon the customer
- 31 Oct 2017, 12:07
- Forum: General
- Topic: OTRS - BMC Remedy Integration
- Replies: 5
- Views: 11396
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.
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.
- 27 Sep 2017, 12:41
- Forum: General
- Topic: OTRS error while installing
- Replies: 1
- Views: 9971
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 ...
- 12 Sep 2017, 11:22
- Forum: General
- Topic: TicketSearch call from OTRS Webservice
- Replies: 7
- Views: 13350
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
- 01 Jun 2017, 11:58
- Forum: General
- Topic: TicketSearch call from OTRS Webservice
- Replies: 7
- Views: 13350
Re: TicketSearch call from OTRS Webservice
Can some one help as I am not getting a specific Ticket ID when search ticketNumber
- 01 Jun 2017, 09:41
- Forum: General
- Topic: TicketSearch call from OTRS Webservice
- Replies: 7
- Views: 13350
Re: TicketSearch call from OTRS Webservice
Yes I have provide the username and passord
- 01 Jun 2017, 07:51
- Forum: General
- Topic: TicketSearch call from OTRS Webservice
- Replies: 7
- Views: 13350
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; #...
- 01 Jun 2017, 06:13
- Forum: General
- Topic: TicketSearch call from OTRS Webservice
- Replies: 7
- Views: 13350
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
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
- 27 Feb 2017, 13:20
- Forum: Developers
- Topic: Customer Dashboard
- Replies: 0
- Views: 1798
Customer Dashboard
HI All,
We are in process of customization of CustomerTicketOverView as Agent dashboard can any one has any idea about its implementation
We are in process of customization of CustomerTicketOverView as Agent dashboard can any one has any idea about its implementation
- 18 Jul 2016, 08:56
- Forum: General
- Topic: Dynamic Field Error in OTRS 5
- Replies: 0
- Views: 1070
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/s...
- 09 Jun 2016, 08:28
- Forum: General
- Topic: Integration OTRS 5 with any opensource chatting module
- Replies: 6
- Views: 2931
Re: Integration OTRS 5 with any opensource chatting module
Any one please update
- 08 Jun 2016, 05:54
- Forum: General
- Topic: Integration OTRS 5 with any opensource chatting module
- Replies: 6
- Views: 2931
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.
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.
- 07 Jun 2016, 12:24
- Forum: General
- Topic: Integration OTRS 5 with any opensource chatting module
- Replies: 6
- Views: 2931
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
Can some help me out to integration OTRS with any of the opensource chatting module on linux machine.
regards
mohsin khan
- 01 Jun 2016, 10:47
- Forum: General
- Topic: Need Queue comment to be display in OTRS 5
- Replies: 2
- Views: 1349
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.
- 01 Jun 2016, 07:52
- Forum: General
- Topic: Need Queue comment to be display in OTRS 5
- Replies: 2
- Views: 1349
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.
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.
- 08 Mar 2016, 08:18
- Forum: General
- Topic: Need to add follow up article for existence OTRS ticket Number
- Replies: 4
- Views: 1884
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]
- 08 Mar 2016, 08:02
- Forum: General
- Topic: Need to add follow up article for existence OTRS ticket Number
- Replies: 4
- Views: 1884
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
I have already set the said parameter to Yes but still new ticket are getting created
- 07 Mar 2016, 13:05
- Forum: General
- Topic: Need to add follow up article for existence OTRS ticket Number
- Replies: 4
- Views: 1884
Re: Need to add follow up article for existence OTRS ticket Number
Can someone provide input.....
- 04 Mar 2016, 13:05
- Forum: General
- Topic: Need to add follow up article for existence OTRS ticket Number
- Replies: 4
- Views: 1884
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...
- 18 Feb 2016, 09:41
- Forum: General
- Topic: Ticket is auto closing
- Replies: 2
- Views: 1091
Re: Ticket is auto closing
Can some one provide any input, as ticket are auto closing, their is no Generic Agent running.
- 12 Feb 2016, 15:04
- Forum: General
- Topic: Ticket is auto closing
- Replies: 2
- Views: 1091
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.
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.
- 18 Dec 2015, 11:19
- Forum: General
- Topic: ITSM integration with Customer module
- Replies: 0
- Views: 918
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.
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.
- 09 Dec 2015, 06:32
- Forum: General
- Topic: OTRS 5.0.3 Webservice Error
- Replies: 2
- Views: 1417
Re: OTRS 5.0.3 Webservice Error
Issue resolve by changing the code in SOAP.pm module