Search found 67 matches

by pradeepspa
27 May 2020, 15:32
Forum: General
Topic: OTRS UPgrade 6.0.19 to 6.0.28 Not Working
Replies: 17
Views: 464

Re: OTRS UPgrade 6.0.19 to 6.0.28 Not Working

Just one quick question. If I got it right, the difference between OTRS Community edition vs ITSM is , ITSM is paid feature?
by pradeepspa
27 May 2020, 15:29
Forum: General
Topic: OTRS UPgrade 6.0.19 to 6.0.28 Not Working
Replies: 17
Views: 464

Re: OTRS UPgrade 6.0.19 to 6.0.28 Not Working

Finally that worked! Thanks a lot!
by pradeepspa
26 May 2020, 22:25
Forum: General
Topic: OTRS UPgrade 6.0.19 to 6.0.28 Not Working
Replies: 17
Views: 464

Re: OTRS UPgrade 6.0.19 to 6.0.28 Not Working

After some digging , I changed the directory for the cpn module to /usr/local/share/perl5 using cpanm -L /usr/local/share/perl5 Moo.pm But still I am getting the same error. [Tue May 26 14:59:50.439259 2020] [:error] [pid 2780] Can't locate Moo.pm in @INC (@INC contains: /usr/sbin/../../Custom /usr/...
by pradeepspa
25 May 2020, 19:07
Forum: General
Topic: OTRS UPgrade 6.0.19 to 6.0.28 Not Working
Replies: 17
Views: 464

Re: OTRS UPgrade 6.0.19 to 6.0.28 Not Working

PLease dont mind if my question is trivial since I am no expert in perl modules.

I see CPAN config under
/root/.cpan/CPAN/MyConfig.pm
where it mentioned the build directory as "
'build_dir' => q[/root/.cpan/build]"
Is this not the right location?
by pradeepspa
25 May 2020, 18:01
Forum: General
Topic: OTRS UPgrade 6.0.19 to 6.0.28 Not Working
Replies: 17
Views: 464

Re: OTRS UPgrade 6.0.19 to 6.0.28 Not Working

Here is where I find them. /opt/otrs/.cpan/build/Moo-2.004000-8yc_u6/blib/lib/Moo.pm /opt/otrs/.cpan/build/Moo-2.004000-8yc_u6/lib/Moo.pm /opt/otrs/.cpan/build/Moo-2.004000-HDhLO6/blib/lib/Moo.pm /opt/otrs/.cpan/build/Moo-2.004000-HDhLO6/lib/Moo.pm /opt/otrs/.cpan/build/Moo-2.004000-MlEhCn/blib/lib/...
by pradeepspa
25 May 2020, 15:15
Forum: General
Topic: OTRS UPgrade 6.0.19 to 6.0.28 Not Working
Replies: 17
Views: 464

Re: OTRS UPgrade 6.0.19 to 6.0.28 Not Working

Sure. I am looking at http_error log whenerver I hit "reload" on gui, I see this. [Mon May 25 13:14:03.323589 2020] [:error] [pid 31417] Attempt to reload Kernel/System/ObjectManager.pm aborted.\nCompilation failed in require at /opt/otrs/bin/cgi-bin/index.pl line 33.\nBEGIN failed--compilation abor...
by pradeepspa
22 May 2020, 18:27
Forum: General
Topic: OTRS UPgrade 6.0.19 to 6.0.28 Not Working
Replies: 17
Views: 464

Re: OTRS UPgrade 6.0.19 to 6.0.28 Not Working

Thanks for the response. I see I have installed all necessary modules which includes "MOO". /opt/otrs/bin/otrs.CheckModules.pl o Apache::DBI......................ok (v1.12) o Apache2::Reload..................ok (v0.13) o Archive::Tar.....................ok (v1.92) o Archive::Zip........................
by pradeepspa
19 May 2020, 20:20
Forum: General
Topic: OTRS UPgrade 6.0.19 to 6.0.28 Not Working
Replies: 17
Views: 464

OTRS UPgrade 6.0.19 to 6.0.28 Not Working

Hello Folks, I am runninf OTRS COmmunity edition 6.0.19 on a centos-7 machine. I am trying to update it to the latest version 6.0.28. I am following below link for the update. https://doc.otrs.com/doc/manual/admin/6.0/en/html/updating.html After running "scripts/DBUpdate-to-6.pl" it says "Migration ...
by pradeepspa
25 Jun 2019, 21:12
Forum: General
Topic: Change color of tickets on agent dashboard
Replies: 9
Views: 3469

Re: Change color of tickets on agent dashboard

I am having the same issue. Also i am trying to highlight based on priority. Any fix for this?
by pradeepspa
25 Jun 2019, 18:13
Forum: General
Topic: OTRS UPgrade 5 to 6 Broke TicketOverviewHooked
Replies: 0
Views: 816

OTRS UPgrade 5 to 6 Broke TicketOverviewHooked

Hello Folks, I was using "TicketOverviewHooked" add on to color high priority tickets. But when I upgrade otrs to the latest version 6.0.19, I see i am unable to add "Hook::TicketPriority". I resinstalled the "TicketOverviewHooked" package to version 6.0.1 but that doesnt make any differece. Any ide...
by pradeepspa
18 Dec 2017, 19:54
Forum: General
Topic: Unable to Acknowledge NAgios Alarm
Replies: 3
Views: 1072

Re: Unable to Acknowledge NAgios Alarm

I have just mentioned the username/password in my curl call. OTRS should get that from information , in the "Nagios-Acknowledge" module.
by pradeepspa
18 Dec 2017, 16:52
Forum: General
Topic: Unable to Acknowledge NAgios Alarm
Replies: 3
Views: 1072

Unable to Acknowledge NAgios Alarm

Hello, I am trying to acknowledge the nagios alarm ticket but for some reason it wasnt working. When I try , I am seeing below error. Dec 18 14:42:33 otrs OTRS-CGI-06[33764]: [Error][Kernel::System::Ticket::Event::NagiosAcknowledge::_HTTP][Line:263]: Can't request http://nms.bxi.lan/nagios/cgi-bin/c...
by pradeepspa
21 Sep 2017, 13:21
Forum: General
Topic: MailAccount Fetch fails
Replies: 3
Views: 8458

Re: MailAccount Fetch fails

THanks for responding. Is there a place I can enable debug log in OTRS? Also I have disabled the "SchedulerCronTaskManager::Task###FetchMail" from cronjob since I have seen its flushing the emails from the account and allowing to process as a tickets. Whats is the difference in "fetchmail" and "MAil...
by pradeepspa
21 Sep 2017, 02:54
Forum: General
Topic: MailAccount Fetch fails
Replies: 3
Views: 8458

Re: MailAccount Fetch fails

Anyone to guide me in this issue?
by pradeepspa
19 Sep 2017, 14:35
Forum: General
Topic: MailAccount Fetch fails
Replies: 3
Views: 8458

MailAccount Fetch fails

Hello Folks, I have installed OTRS-5 months ago having no issues. Recently we are experiencing delay in receiving tickets. When I looked into it, I see "mailaccount-fetch" doesn't process sometime. [otrs@otrs ~]$ bash otrs-summary.sh Gathering all daemons summary... Tasks to be executed in future: T...
by pradeepspa
26 Jul 2017, 16:13
Forum: General
Topic: No notification when responding to a existing ticket
Replies: 1
Views: 8340

No notification when responding to a existing ticket

Folks, I have a scenario here. In the queue view the ticket age shows 10days. But looking into it, there are 6 recent articles created, basically those articles are the response to that ticket. Since the age shows 10days, it went down as per my sorting logic(youngest first). Also I didnt get any not...
by pradeepspa
25 Jul 2017, 14:55
Forum: General
Topic: No Agent Notification for new Ticket
Replies: 1
Views: 3761

Re: No Agent Notification for new Ticket

Figured out it was a database issue while migrating from OTRS3. Fixing it resolved the issue.
by pradeepspa
24 Jul 2017, 17:42
Forum: General
Topic: No Agent Notification for new Ticket
Replies: 1
Views: 3761

No Agent Notification for new Ticket

Hello Guys, I am having an issue with OTRS not sending agent notification when new ticket is created. I confirmed that the agent is having the queus in "My queues" preference. No issues in sending email as I am getting acknowledgment from OTRS. In the agent configuration tab. I see this Capture.JPG ...
by pradeepspa
24 Jul 2017, 17:06
Forum: General
Topic: Sort Article Overview as per "No"
Replies: 7
Views: 5203

Re: Sort Article Overview as per "No"

Thanks a lot.
by pradeepspa
24 Jul 2017, 16:43
Forum: General
Topic: Sort Article Overview as per "No"
Replies: 7
Views: 5203

Re: Sort Article Overview as per "No"

Awesome!!! That did the work. Thhanks a lot.
Last one, In "Ticket → Frontend::Agent::Ticket::ViewNote", Ticket::Frontend::AgentTicketNote###Subject - "$Text{"Note"}" is being configured. Is "$Text{"Note"}" a regex? becasue its literally taking that value in a subject field.
by pradeepspa
24 Jul 2017, 15:39
Forum: General
Topic: Sort Article Overview as per "No"
Replies: 7
Views: 5203

Re: Sort Article Overview as per "No"

Subject of the ticket changes correlating with subject of the article.
Capture.JPG
The above picture show the subject of the note. But I expect something like the first ticket. Please correct me if am not right with my perception.
by pradeepspa
24 Jul 2017, 15:29
Forum: General
Topic: Sort Article Overview as per "No"
Replies: 7
Views: 5203

Re: Sort Article Overview as per "No"

I found the option in "Ticket → Frontend::Agent::Ticket::ViewZoom" . However, it doesnt solve my prupose. My eventual goal is , when we add a note, the subject of ticket shouldnt change. I want my "Service Critical..." as a subject.
by pradeepspa
24 Jul 2017, 15:05
Forum: General
Topic: Sort Article Overview as per "No"
Replies: 7
Views: 5203

Sort Article Overview as per "No"

Folks, Is there an option in sysconfig to sort the "Article Overview" as per No by default? I have configured "Core:Postmaster" system monitoring to append tickets of same host alrm from nagios. On those appended tickets, I want them to be sorted as per number. Capture.JPG By the above image, I want...
by pradeepspa
19 Jul 2017, 14:04
Forum: General
Topic: Move tickets from one OTRS to other
Replies: 5
Views: 4254

Re: Move tickets from one OTRS to other

I don't want to lose my existing ticket in new otrs while migrating. I assume migration will overwrite all data in the new otrs database.
by pradeepspa
18 Jul 2017, 21:48
Forum: General
Topic: Move tickets from one OTRS to other
Replies: 5
Views: 4254

Re: Move tickets from one OTRS to other

I dont need all my old data. Only few of them. Thats the reason I dont migrate all.

To answer @jojo : I use version 3.05
by pradeepspa
18 Jul 2017, 18:59
Forum: General
Topic: Move tickets from one OTRS to other
Replies: 5
Views: 4254

Move tickets from one OTRS to other

Folks,

I wonder if there is a possibility to move specific tickets from OLD otrs (version 3) to my new OTRS (Version 5)?
by pradeepspa
18 Jul 2017, 18:56
Forum: General
Topic: OTRS 5 - Cronjobs
Replies: 6
Views: 4561

Re: OTRS 5 - Cronjobs

I had an issue on my NMS not sending alarms properly. That was the issue.
by pradeepspa
13 Jul 2017, 16:00
Forum: General
Topic: No Customer id in the ticket.
Replies: 2
Views: 2985

Re: No Customer id in the ticket.

That did the work. Thanks a lot.
by pradeepspa
13 Jul 2017, 14:28
Forum: General
Topic: No Customer id in the ticket.
Replies: 2
Views: 2985

No Customer id in the ticket.

Hello Guys,

I am having an issue with tickets created having no customer-id in it. It simply shows blank. I am not sure what I am missing or where to check the config since I am new to this. Could someone guide me please.
Capture.JPG
by pradeepspa
11 Jul 2017, 16:49
Forum: General
Topic: How to stop OTRS Daemon in version 3.0.5
Replies: 2
Views: 3221

Re: How to stop OTRS Daemon in version 3.0.5

Thanks for responding. So stopping the cron job will do the work I believe. Thanks for the help.
by pradeepspa
11 Jul 2017, 15:00
Forum: General
Topic: How to stop OTRS Daemon in version 3.0.5
Replies: 2
Views: 3221

How to stop OTRS Daemon in version 3.0.5

Hey Guys,

Could any tell me how to stop the otrs daemon in version 3.0.5? There is no "otrs.Daemon.pl" script.
by pradeepspa
10 Jul 2017, 15:57
Forum: General
Topic: Bulk Close takes long time to load
Replies: 0
Views: 2797

Bulk Close takes long time to load

Folks,

I have installed OTRS version 5s and configured . I see now tickets coming in where I try to bulk close them. Whenever I hit "bulk" button, it takes more time to load even for the count of 10 tickets. Is there any configuration change to make that process faster?
by pradeepspa
21 Jun 2017, 17:35
Forum: General
Topic: Where do the Closed Tickets save in OTRS?
Replies: 9
Views: 2799

Re: Where do the Closed Tickets save in OTRS?

Thanks for the giving me the valuable information.
by pradeepspa
19 Jun 2017, 16:24
Forum: General
Topic: Where do the Closed Tickets save in OTRS?
Replies: 9
Views: 2799

Re: Where do the Closed Tickets save in OTRS?

I have working on tuning the performance where I came across this, Kernel::System::Ticket::IndexAccelerator::StaticDB The most powerful module, should be used when you have above 80,000 open tickets. It uses an extra ticket_index table, which will be populated with keywords based on ticket data. Use...
by pradeepspa
19 Jun 2017, 16:05
Forum: General
Topic: Where do the Closed Tickets save in OTRS?
Replies: 9
Views: 2799

Re: Where do the Closed Tickets save in OTRS?

Got it. Thanks.

One more question. May I know what is Ticket-Index means?
by pradeepspa
19 Jun 2017, 15:38
Forum: General
Topic: Where do the Closed Tickets save in OTRS?
Replies: 9
Views: 2799

Re: Where do the Closed Tickets save in OTRS?

Thanks for your response. So having the closed tickets forever will increase the database size gradually? If you say unless I archive or delete, I can delete it though database?
by pradeepspa
19 Jun 2017, 15:05
Forum: General
Topic: Where do the Closed Tickets save in OTRS?
Replies: 9
Views: 2799

Where do the Closed Tickets save in OTRS?

Folks, I am trying to understand the logic behind displaying closed tickets. When I close the ticket and search the ticket with number I can see its getting displayed showing it as closed state. I like this functionality but would like to know where do those tickets save? Because when I close it it ...
by pradeepspa
19 Jun 2017, 15:02
Forum: General
Topic: Postmaster Mailbox script not running properly
Replies: 12
Views: 3606

Re: Postmaster Mailbox script not running properly

Yes. I saw after a file I found no entry and its working like normal. Thanks for supporting.
by pradeepspa
13 Jun 2017, 14:21
Forum: General
Topic: Postmaster Mailbox script not running properly
Replies: 12
Views: 3606

Re: Postmaster Mailbox script not running properly

I found the issue. There was a old process id in dataabase causing this conflict. Deleting it fixed the issue and I see tickets coming in. Just one more concern. When I delete the process, Postmaster creates its new process but with older hostname which I have used for testing. I have changed my hos...
by pradeepspa
13 Jun 2017, 14:17
Forum: General
Topic: Postmaster Mailbox script not running properly
Replies: 12
Views: 3606

Re: Postmaster Mailbox script not running properly

Thanks for your response. After digging further, I found all configuration looks normal on OTRS, However the mails sent by nms was way too high for OTRS to process. Once fixing that, I see OTRS working as intended. I realized the version running 3.2 was too old so I have upgraded it to version 5. Ev...
by pradeepspa
13 Jun 2017, 14:11
Forum: Help
Topic: Can't create PID PostMasterMailbox, already running
Replies: 3
Views: 3803

Re: Can't create PID PostMasterMailbox, already running

Thanks for your response. After digging further, I found all configuration looks normal on OTRS, However the mails sent by nms was way too high for OTRS to process. Once fixing that, I see OTRS working as intended. I realized the version running 3.2 was too old so I have upgraded it to version 5. Ev...
by pradeepspa
12 Jun 2017, 19:47
Forum: General
Topic: Postmaster Mailbox script not running properly
Replies: 12
Views: 3606

Re: Postmaster Mailbox script not running properly

I am newbiew to email system. Will sendmail be in part of cronjob?
by pradeepspa
11 Jun 2017, 23:40
Forum: General
Topic: Postmaster Mailbox script not running properly
Replies: 12
Views: 3606

Re: Postmaster Mailbox script not running properly

Looking at the put of postmastermailbox.pl script, POP3: Message 99/466 (nms/192.168.199.124) POP3: Safety protection waiting 3 seconds till processing next mail... POP3: Message 100/466 (nms/192.168.199.124) POP3: Safety protection wa Its getting stuck for sometime. Meanwhile the mails are getting ...
by pradeepspa
09 Jun 2017, 13:34
Forum: General
Topic: Postmaster Mailbox script not running properly
Replies: 12
Views: 3606

Re: Postmaster Mailbox script not running properly

It was working fine suntill yesterday. There were no change in the character set from nms. I am not saying it doesnt work but postmastermailbox script takes lot of time to process it. However when I run "fetchmail" i see all the mail getting processed. Is there a difference in a way fetchmail and po...
by pradeepspa
09 Jun 2017, 05:19
Forum: General
Topic: Postmaster Mailbox script not running properly
Replies: 12
Views: 3606

Re: Postmaster Mailbox script not running properly

Thanks for the response. If you say nms mail is wrongly formatted, what exactly should I check ? Sorry if my question sounds trivial.
by pradeepspa
08 Jun 2017, 21:53
Forum: General
Topic: Postmaster Mailbox script not running properly
Replies: 12
Views: 3606

Postmaster Mailbox script not running properly

Folks, I have OTRS 3 installed and running. I am getting tickets from nms server. The issue here is on crontab, I see postmastermailbox script running every minute. But watching the running process for a while, I see the same "PostMasterMailbox.pl" process is holding/running more than 1 minute. In l...
by pradeepspa
30 May 2017, 20:47
Forum: General
Topic: Nagios Acknowledge Intergeration
Replies: 11
Views: 2063

Re: Nagios Acknowledge Intergeration

I found it's not acknowledging for a specific host. Checked with other and it works. At this point, could someone tell will acknowledge expects any specific parameters from host/service configuration?
by pradeepspa
30 May 2017, 20:10
Forum: General
Topic: Nagios Acknowledge Intergeration
Replies: 11
Views: 2063

Re: Nagios Acknowledge Intergeration

Giving credential in curl call, it passes through. [root@test-otrs ~]# curl -u Ack_By_OTRS:superguys -v http://hostname/nagios/cgi-bin/cmd.cgi?cmd_typ=34&cmd_mod=2&host=Zabbix&service=SysConntracker&sticky_ack=on&send_notification=on&persistent=on&com_data=2017053006000562&btnSubmit=Commit [1] 8058 ...