For the record,
Had to update the following setting for the correct group:
FAQ::Explorer::QuickSearch::Show
Search found 52 matches
- 16 Dec 2019, 18:44
- Forum: General
- Topic: [6.0.24] FAQ Explorer - Advance Search Widget
- Replies: 1
- Views: 1155
- 15 Dec 2019, 02:45
- Forum: General
- Topic: [6.0.24] FAQ Explorer - Advance Search Widget
- Replies: 1
- Views: 1155
[6.0.24] FAQ Explorer - Advance Search Widget
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...
- 21 Oct 2019, 18:02
- Forum: Geral
- Topic: OTRS - Horário de Verão 2019
- Replies: 1
- Views: 4440
Re: OTRS - Horário de Verão 2019
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.
Não sei exatamente o que impedia a atualização mas no momento, operando normalmente.
- 21 Oct 2019, 17:41
- Forum: Geral
- Topic: OTRS - Horário de Verão 2019
- Replies: 1
- Views: 4440
OTRS - Horário de Verão 2019
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...
- 28 Feb 2019, 12:12
- Forum: General
- Topic: Ticket Move Notification to agents
- Replies: 5
- Views: 3219
Re: Ticket Move Notification to agents
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?
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?
- 21 Feb 2019, 19:50
- Forum: General
- Topic: Unistalled MasterSlave but there's still errors
- Replies: 2
- Views: 1360
Re: Unistalled MasterSlave but there's still errors
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.
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.
- 19 Feb 2019, 23:05
- Forum: General
- Topic: Unistalled MasterSlave but there's still errors
- Replies: 2
- Views: 1360
Unistalled MasterSlave but there's still errors
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...
- 11 Jan 2019, 15:14
- Forum: General
- Topic: OTRS 6.0.8 - Date Field with Timezone Difference
- Replies: 4
- Views: 3396
Re: OTRS 6.0.8 - Date Field with Timezone Difference
Thank you Jojo.
- 11 Jan 2019, 13:42
- Forum: General
- Topic: OTRS 6.0.8 - Date Field with Timezone Difference
- Replies: 4
- Views: 3396
Re: OTRS 6.0.8 - Date Field with Timezone Difference
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.
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.
- 11 Jan 2019, 12:21
- Forum: General
- Topic: OTRS 6.0.8 - Date Field with Timezone Difference
- Replies: 4
- Views: 3396
OTRS 6.0.8 - Date Field with Timezone Difference
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...
- 09 Jan 2019, 22:32
- Forum: General
- Topic: 500 Internal Server Error after migration from 6.0.10 to 6.0.15
- Replies: 6
- Views: 5922
Re: 500 Internal Server Error after migration from 6.0.10 to 6.0.15
Hello,
Did you upgrade your packages after the upgrade by running:
Make sure to set permission on the folder and maybe rebuild the config.
Regards.
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
Regards.
- 26 Dec 2018, 11:13
- Forum: General
- Topic: Error in Upgrade
- Replies: 4
- Views: 3653
Re: Error in Upgrade
Hi,
From which version are you upgrading from and to which 6 version? 6.0.14?
I've never see this issue but
From which version are you upgrading from and to which 6 version? 6.0.14?
I've never see this issue but
caught my attention as there is no such table in my 6 install.Can't create table 'otrs.#sql-68c_19'
- 24 Oct 2018, 23:09
- Forum: General
- Topic: Unable to get UserID
- Replies: 1
- Views: 1235
Re: Unable to get UserID
Hi,
I just got this working by adding the following line to sub new {}:
I just got this working by adding the following line to sub new {}:
Code: Select all
$Self->{UserID} = $Param{UserID};
- 24 Oct 2018, 17:17
- Forum: General
- Topic: Unable to get UserID
- Replies: 1
- Views: 1235
Unable to get UserID
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...
- 23 Oct 2018, 16:33
- Forum: General
- Topic: OTRS 6.0.8 - Error creating DateTime object.
- Replies: 8
- Views: 5960
Re: OTRS 6.0.8 - Error creating DateTime object.
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.
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.
- 23 Oct 2018, 16:07
- Forum: General
- Topic: OTRS 6.0.8 - Error creating DateTime object.
- Replies: 8
- Views: 5960
Re: OTRS 6.0.8 - Error creating DateTime object.
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...
- 23 Oct 2018, 14:46
- Forum: General
- Topic: OTRS 6.0.8 - Error creating DateTime object.
- Replies: 8
- Views: 5960
Re: OTRS 6.0.8 - Error creating DateTime object.
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...
- 22 Oct 2018, 18:05
- Forum: General
- Topic: OTRS 6.0.8 - Error creating DateTime object.
- Replies: 8
- Views: 5960
OTRS 6.0.8 - Error creating DateTime object.
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...
- 27 Aug 2018, 14:47
- Forum: General
- Topic: Problems with ITSM-CIAttributeCollection - 6.0.2
- Replies: 3
- Views: 1570
Re: Problems with ITSM-CIAttributeCollection - 6.0.2
I appreciate your reply and attention to this @reneeb
- 24 Aug 2018, 16:18
- Forum: General
- Topic: Problems with ITSM-CIAttributeCollection - 6.0.2
- Replies: 3
- Views: 1570
Re: Problems with ITSM-CIAttributeCollection - 6.0.2
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
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
- 16 Aug 2018, 20:11
- Forum: General
- Topic: Problems with ITSM-CIAttributeCollection - 6.0.2
- Replies: 3
- Views: 1570
Problems with ITSM-CIAttributeCollection - 6.0.2
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 ...
- 30 Jul 2018, 23:50
- Forum: General
- Topic: Emails in Communication Log
- Replies: 1
- Views: 3907
Re: Emails in Communication Log
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...
- 30 Jul 2018, 21:21
- Forum: General
- Topic: OTRS 6.0.8 - Customizing Ticket Overview Small
- Replies: 0
- Views: 1434
OTRS 6.0.8 - Customizing Ticket Overview Small
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...
- 18 Jul 2018, 19:08
- Forum: General
- Topic: CMDB - Search Dialog won't update Value
- Replies: 2
- Views: 4420
CMDB - Search Dialog won't update Value
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...
- 03 May 2018, 00:41
- Forum: General
- Topic: Customer User in TicketOverview Small
- Replies: 1
- Views: 21018
Customer User in TicketOverview Small
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 ...
- 20 Jun 2017, 00:58
- Forum: General
- Topic: OTRS 5 - Add a new 'Response Time' on Statistics
- Replies: 1
- Views: 2248
Re: OTRS 5 - Add a new 'Response Time' on Statistics
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.
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.
- 17 Jun 2017, 01:17
- Forum: General
- Topic: OTRS 5 - Add a new 'Response Time' on Statistics
- Replies: 1
- Views: 2248
OTRS 5 - Add a new 'Response Time' on Statistics
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...
- 17 Mar 2017, 23:37
- Forum: General
- Topic: Do not show e-mail trail on received e-mail
- Replies: 1
- Views: 1255
Do not show e-mail trail on received e-mail
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...
- 07 Oct 2016, 22:30
- Forum: General
- Topic: Postmaster PreFilter VS Postmaster Filters
- Replies: 0
- Views: 896
Postmaster PreFilter VS Postmaster Filters
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 ...
- 12 May 2016, 14:37
- Forum: General
- Topic: How to check OTRS Version (4.0.XX)
- Replies: 12
- Views: 4276
Re: How to check OTRS Version (4.0.XX)
Not sure why you would assume that but okay, thanks anyway.
- 12 May 2016, 12:38
- Forum: General
- Topic: How to check OTRS Version (4.0.XX)
- Replies: 12
- Views: 4276
Re: How to check OTRS Version (4.0.XX)
Hello,
Is it possible to rollback a version of OTRS?
Is it possible to rollback a version of OTRS?
- 11 May 2016, 18:25
- Forum: General
- Topic: How to check OTRS Version (4.0.XX)
- Replies: 12
- Views: 4276
Re: How to check OTRS Version (4.0.XX)
Yes, I did
Rebuild Config, Delete Cache, restarted OTRS, restarted Apache
Rebuild Config, Delete Cache, restarted OTRS, restarted Apache
- 11 May 2016, 17:24
- Forum: General
- Topic: How to check OTRS Version (4.0.XX)
- Replies: 12
- Views: 4276
Re: How to check OTRS Version (4.0.XX)
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....
- 11 May 2016, 15:21
- Forum: General
- Topic: How to check OTRS Version (4.0.XX)
- Replies: 12
- Views: 4276
Re: How to check OTRS Version (4.0.XX)
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
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
- 11 May 2016, 14:26
- Forum: General
- Topic: How to check OTRS Version (4.0.XX)
- Replies: 12
- Views: 4276
How to check OTRS Version (4.0.XX)
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...
- 04 May 2016, 13:14
- Forum: General
- Topic: Get Customer by Service ID on E-mail Outbound
- Replies: 0
- Views: 871
Get Customer by Service ID on E-mail Outbound
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...
- 30 Apr 2016, 19:06
- Forum: General
- Topic: Get email automatically don't works.
- Replies: 10
- Views: 4679
Re: Get email automatically don't works.
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
Change the value above and see if it works
Code: Select all
crontab -l -u otrs
# fetch emails every 10 minutes
*/1 * * * * $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null
- 28 Apr 2016, 15:25
- Forum: General
- Topic: Format E-mail Received by OTRS
- Replies: 4
- Views: 11801
Re: Format E-mail Received by OTRS
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...
- 28 Apr 2016, 13:54
- Forum: General
- Topic: Format E-mail Received by OTRS
- Replies: 4
- Views: 11801
Re: Format E-mail Received by OTRS
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?
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?
- 27 Apr 2016, 15:04
- Forum: General
- Topic: Format E-mail Received by OTRS
- Replies: 4
- Views: 11801
Format E-mail Received by OTRS
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:/...
- 06 Apr 2016, 14:35
- Forum: General
- Topic: Create a new Template Type for Email Outbound
- Replies: 4
- Views: 2828
Re: Create a new Template Type for Email Outbound
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!
Thank you very much!
- 06 Apr 2016, 14:20
- Forum: General
- Topic: Create a new Template Type for Email Outbound
- Replies: 4
- Views: 2828
Re: Create a new Template Type for Email Outbound
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...
- 05 Apr 2016, 19:12
- Forum: General
- Topic: Create a new Template Type for Email Outbound
- Replies: 4
- Views: 2828
Create a new Template Type for Email Outbound
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...
- 05 Apr 2016, 12:28
- Forum: General
- Topic: External Ticket Recognition and Postmaster Filter
- Replies: 8
- Views: 3635
Re: External Ticket Recognition and Postmaster Filter
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...
- 04 Apr 2016, 17:54
- Forum: General
- Topic: External Ticket Recognition and Postmaster Filter
- Replies: 8
- Views: 3635
Re: External Ticket Recognition and Postmaster Filter
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...
- 01 Apr 2016, 20:27
- Forum: General
- Topic: External Ticket Recognition and Postmaster Filter
- Replies: 8
- Views: 3635
Re: External Ticket Recognition and Postmaster Filter
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 ...
- 30 Mar 2016, 18:18
- Forum: General
- Topic: External Ticket Recognition and Postmaster Filter
- Replies: 8
- Views: 3635
- 29 Mar 2016, 18:20
- Forum: General
- Topic: External Ticket Recognition and Postmaster Filter
- Replies: 8
- Views: 3635
Re: External Ticket Recognition and Postmaster Filter
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?
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?
- 29 Mar 2016, 15:29
- Forum: General
- Topic: Postmaster Filter accepting all e-mails
- Replies: 4
- Views: 1494
Re: Postmaster Filter accepting all e-mails
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...
- 29 Mar 2016, 13:16
- Forum: General
- Topic: External Ticket Recognition and Postmaster Filter
- Replies: 8
- Views: 3635
External Ticket Recognition and Postmaster Filter
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...