Znuny and ((OTRS)) Community Edition

pradeepspa

Hello Folks, I am trying to send a email notification to an agent whenever the priority of the ticket changes (Ticketpriorityupdate). I got it working but couldn't place the content (BODY) of the ticket in the email. I used all the suggested tags but no luck. Any idea what tag to use? The tags I tri...

pradeepspa · Re: OTRS UPgrade 6.0.19 to 6.0.28 Not Working Great Thanks.

Great Thanks.

pradeepspa

Just one quick question. If I got it right, the difference between OTRS Community edition vs ITSM is , ITSM is paid feature?

pradeepspa

Finally that worked! Thanks a lot!

pradeepspa

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/...

pradeepspa

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?

pradeepspa

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/...

pradeepspa

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--compil...

pradeepspa

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..............

pradeepspa

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 &...

pradeepspa

I am having the same issue. Also i am trying to highlight based on priority. Any fix for this?

pradeepspa

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 does...

pradeepspa

I have just mentioned the username/password in my curl call. OTRS should get that from information , in the "Nagios-Acknowledge" module.

pradeepspa

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...

pradeepspa

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 "fetch...

pradeepspa

Anyone to guide me in this issue?

pradeepspa

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...

pradeepspa

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...

pradeepspa

Figured out it was a database issue while migrating from OTRS3. Fixing it resolved the issue.

pradeepspa

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 Ca...

pradeepspa

Thanks a lot.

pradeepspa

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 v...

pradeepspa

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.

pradeepspa

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.

pradeepspa

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...

pradeepspa

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.

pradeepspa

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

pradeepspa

Folks,

I wonder if there is a possibility to move specific tickets from OLD otrs (version 3) to my new OTRS (Version 5)?

pradeepspa

I had an issue on my NMS not sending alarms properly. That was the issue.

pradeepspa

That did the work. Thanks a lot.

pradeepspa

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

pradeepspa

Thanks for responding. So stopping the cron job will do the work I believe. Thanks for the help.

pradeepspa

Hey Guys,

Could any tell me how to stop the otrs daemon in version 3.0.5? There is no "otrs.Daemon.pl" script.

pradeepspa

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?

pradeepspa

Thanks for the giving me the valuable information.

pradeepspa

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...

pradeepspa

Got it. Thanks.

One more question. May I know what is Ticket-Index means?

pradeepspa

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?

pradeepspa

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 ...

pradeepspa

Yes. I saw after a file I found no entry and its working like normal. Thanks for supporting.

pradeepspa

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...

pradeepspa

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...

pradeepspa

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...

pradeepspa

I am newbiew to email system. Will sendmail be in part of cronjob?

pradeepspa

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 ...

pradeepspa

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 fetchm...

pradeepspa

Thanks for the response. If you say nms mail is wrongly formatted, what exactly should I check ? Sorry if my question sounds trivial.

pradeepspa

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 mi...

pradeepspa

Thank you.

pradeepspa

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?

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