Znuny and ((OTRS)) Community Edition

jff

For the record,

Had to update the following setting for the correct group:

FAQ::Explorer::QuickSearch::Show

jff

Hello, Just updated to 6.0.24 from 60.8 and I'm banging my head against the wall to enable or find how to get the FAQ Advanced search widget to show up. That one that shows up on FAQ explorer on right hand site on top of all the other widgets which by the way I see all the other widgets, just the se...

jff

Deixando registrado que consegui corrigir após rodar yum update, haviam varios updates.

Não sei exatamente o que impedia a atualização mas no momento, operando normalmente.

jff

Boa tarde, Mesmo com o decreto sem horário de verão meu OTRS alterou para 1h na frente. Já atualizei o tzdata do servidor, o horário no servidor está correto. Já alterei o OTRS varias vezes para UTC e de volta para America/Sao_Paulo mas não muda, quando em UTC o horário é correto (+3h) mas não posso...

jff

Hi,

Do you have valid e-mail accounts for your queues?
If you have the system address as otrs@localhost oy anything without a proper e-mail account this will not work.

What is listed on communication log?

jff

Hello,

For the records, rebooting the server did not change anything, the errors continued even though the package was uninstalled, I decided to reinstall the package but disabled it and will get back to this matter on a future opportunity.

Thank you for the reply though.

jff

Hello, Currently running OTRS 6.0.8 and had MasterSlave 6.0.6 installed, I have removed the package via Package Manager but I'm still getting errors in system logs: Tue Feb 19 17:25:10 2019 error OTRS-CGI-42 Can't locate Kernel/System/Ticket/Event/MasterSlave.pm in @INC (@INC contains: /opt/otrs/Cus...

jff

Thank you Jojo.

jff

Hello JOJO,

Thank you for the reply, I am really considering doing so but was this a known issue?
I just want to make sure before I upgrade.

jff

Hello, I am facing a very annoying behavior in OTRS that I believe is more related to Javascript then to OTRS itself. My location has daylight savings and when this started I had to change the server time and OTRS timezone to make tickets and articles to show the correct time, otherwise it would sto...

jff

Hello,

Did you upgrade your packages after the upgrade by running:

Code: Select all

su -c "/opt/otrs/bin/otrs.Console.pl Admin::Package::UpgradeAll" -s /bin/bash otrs

Make sure to set permission on the folder and maybe rebuild the config.

Regards.

jff

Hi,

From which version are you upgrading from and to which 6 version? 6.0.14?
I've never see this issue but

Can't create table 'otrs.#sql-68c_19'

caught my attention as there is no such table in my 6 install.

jff

Hi,

I just got this working by adding the following line to sub new {}:

Code: Select all

$Self->{UserID} = $Param{UserID};

jff

Hello, I'm having a really hard time getting the UserID for a module I'm working, I've never programmed on OTRS before so I feel I'm missing something very basic here. This is the code I'm working: GROUP: for my $Group (@Groups) { next GROUP if !$Kernel::OM->Get('Kernel::System::Group')->PermissionC...

jff

Hi ors,

I got it working, thank you very much for sharing all the steps.
I was quite reluctant and changing the system timezone to UTC because I had it to America/Sao_Paulo.

Have you encountered any issue with tickets before and after this change?

Again, thank you very much for the support.

jff

Hello ORS, Thanks for your reply, Sadly this did not work for me. [root@OTRSSRVTest01 etc]# ls -la localtime lrwxrwxrwx 1 root root 35 Oct 23 10:48 localtime -> /usr/share/zoneinfo/posix/Etc/GMT+3 [root@OTRSSRVTest01 etc]# [root@OTRSSRVTest01 etc]# date Tue Oct 23 11:00:59 -03 2018 [root@OTRSSRVTest...

jff

Hi, I have not created any Process, this is related to a timezone issue that happened in Brazil because of DST being delayed. OTRS assumed the timezone America/Sao_Paulo entered DST but in fact this timezone will start DST on November 4th. The issue here is that my server (OTRS server) has all DateT...

jff

Hello, I've been running OTRS 6.0.8 for some time now and for no apparent reason since October 21st I started receiving a log line every seconds stating: Mon Oct 22 12:58:47 2018 error OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerCronTaskManager-42 Error creating Date...

jff

I appreciate your reply and attention to this @reneeb

jff

No one?
At this point I'd like just to confirm with anyone using this package and Encrypted text to see if this is really an issue with the package, Sadly I'm unable to find any documentation for version 6.0.2 and or known bugs

jff

Hello, I know the packages for OTRS comes with no guarantee but I'm facing several issues with the package ITSM-CIAttributeCollection and since this package is used by a lot of people I'm looking into some guidance on how it works on OTRS 6. I migrated from OTRS 4 -> 5 -> 6 = Current 6.0.8. On OTRS ...

jff

Are you familiar with the console? Try running: otrs.Console.pl Maint::Log::CommunicationLog The options are: Options: [--force-delete] - Delete even if still processing. [--purge] - Purge successful communications older than a week and all communications older than a month. These durations are spec...

jff

Hello, In my company the Agents keep track of the ticket with the "Small Ticket Status" and I want to make it better by customizing it a little bit. OTRS 6 brings the customer user of the ticket in it's own column called sender. I want to bring the sender + ticket subject together in the s...

jff

Hello, I finished the migration from 5 to 6.0.8 today while checking if everything was I realized that the dialog for CMDB search after I select a class will not update that value and show the other fields. I get this: otrs_network.PNG The problem is that this does not generate any kind of logs or e...

jff

Hello, I feel this is a very basic question but I can't make it work on OTRS 6.0.6. What I want is to see the customer user of the ticket in TicketOverview Small, see the images below comparing a OTRS 5 and 6. OTRS 5 - Showing the Customer User for the ticket: https://i.imgur.com/Fkr7bO6.png OTRS 6 ...

jff

Any ideas?

i'm trying to get this done but I really don't know how or even if that's possible without having to go through the code.

Any suggestion is appreciated.

jff

Hello Everyone, When generating a new statistic of Ticketlist you get FirstResponseTime which is the time of the first article type external, however I have a freetext enabled that holds a carrier ticket number. I'd like a way to add the time it took the agent to open this carrier ticket and show it...

jff

Hello Everyone, I'm currently running 5.0.15 on a test environment and would like to know if it's possible to remove the trail mails from every new e-mail OTRS receives. Basically what's going on is: 1 - I send an e-mail to customer from OTRS, using E-mail Outbound 2 - Customer replies to this e-mai...

jff

Hello Everyone, I've been strugling with the following: ON Ticket -> Core::PostMaster I have enabled the option PostMaster::PreFilterModule###3-NewTicketReject NOTE: There is a X-OTRS-Ignore set if there is no ticket on the subject line. This works beautifully when there is a valid ticket number on ...

jff

Not sure why you would assume that but okay, thanks anyway.

jff

Hello,

Is it possible to rollback a version of OTRS?

jff

Yes, I did

Rebuild Config, Delete Cache, restarted OTRS, restarted Apache

jff

Jojo, I need your help man! I upgraded via command line and it looks like I'm running 4.0.16 but some issues have already raised. I am getting a lot of 500 error messages and a can't add note, send e-mail because there is a JSON error without much detail. My queues has no colors anymore, it's messy....

jff

Well,

I installed it using the package manager.

Now when I select the OTRS:ITSM 4 Bundle I can't any package to install, if it failed shouldn't it be listed there to install again?

Also, if it failed, what do you suggest to do next since I can't see the package listed anymore

jff

Hello all, I believe this is a fairly easy question but I'm for some reason not finding it. I was using the version 4.0.6 and upgraded to 4.0.16 now I want to make sure I am running 4.0.16 and to do this I checked: 1 - in Sys Config - Secure::DisableBanner (No/Yes) This is useless since it only show...

jff

Hello everyone, I pretty sure this has been asked before but I could not find anything related now. I am using OTRS 4. We are using services for our customers, some customer are related to more than one service. We are also using E-mail Outbound, so what I would like is: When the agent is going to o...

jff

I believe the default time for OTRS to fetch e-mail messages is 10min, you need to check that on the cron job for OTRS

Code: Select all

crontab -l -u otrs

# fetch emails every 10 minutes
*/1 * * * *    $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null

Change the value above and see if it works

jff

Hello Jojo, thanks for your reply. I am using Outlook 2010 to send a message and my default font is Calibri, you can see in the image above that when OTRS parses it it show in Times New Roman (not sure if that's the font) I trying to dig this deeper but it looks like it's no easy at all. Right now I...

jff

Anyone?

I might be getting messed by all the css-cache thing, but I'm not sure how that work, all changes I do to the core seem to be on css-cache already. Is there anything else I can do?

jff

Hello, I'm using OTRS 4 and OTRS receives e-mails and create a follow up on existing ticket if the TT number on subject matches. This is working great but the e-mail that I send to OTRS and creates a follow-up has a different font and I want to change that. See this http://imgur.com/tsQZ0LE ( http:/...

jff

Ooooops JOJO, it's working now, you were right the Email was the right option, I just forgot to link the queues. MY BAD!

Thank you very much!

jff

Hello JOJO, thank you for your reply. I thought email would be the correct option but it doesn't look it is (Or I am missing something) See the images: 1 - The template created as type Email 2 - Email outbound screen http://imgur.com/a/UxZ7O (http://imgur.com/a/UxZ7O) I don't think I need an extra s...

jff

Hello all, I use E-mail Outbound to send e-mail to my customers and to gain time I want to use templates of the most commom e-mails I send. In my OTRS Admin > Templates I have the following Types of Template: Create Answer Email Forward Phone Call Note And NONE of those types applies to the E-mail O...

jff

Hi, My question is if it's possible to manipulate the ticket hook, after opening a ticket we have the following data: http://imgur.com/xYlgZZP EDIT: Image is not showing, copy this: http://imgur.com/xYlgZZP In this case in all follow ups I need to have the exact same format in the subject so the sys...

jff

Hello EXG133, Thank you very much for your reply, I believe it's working now. Let me ask you a question: I see that the recogniton only work in the following format: Ticket#XXXXXXXXXXXX I you remove the Ticket# it does not work and get rejected, do you know any way I can manipulate that, my template...

jff

Hello Alexus, thanks for your reply. I'm not I'm thinking this right. What I want to do is that OTRS checks for subject and if there is a valid ticket number in subject then adds a follow up, if there is not tt number on subject or a unkown number then it completely discard. Maybe I should drop the ...

jff

jff

Anyone?

I see that the External Ticket Recognition is a PRE-Filter module, which should let the e-mail through, check the subject and then update or block the message accordingly.

Can someone tell me how you are making this work?

jff

Usually the filter means: Run that filter if the regular expression matches. The "negate" reverses the meaning: Run the filter if the regular expression does *not* match... Understood, thanks Now I having issues with External Ticket Recongnition, can you tell me if I need filters to match...

jff

Hello, I have a strict rule of accepting e-mail only from one address but I want to use the external ticket recognition that will come from several customers. Right now I use the e-mail outbound to send an e-mail to my client, he receives the e-mail, he replies and my postmaster filter block is (obv...

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