Search found 17 matches

by djcaetano
10 Oct 2017, 14:07
Forum: Help
Topic: How can I move a lot of tickets?
Replies: 2
Views: 916

Re: How can I move a lot of tickets?

You could set the SysConfig option Ticket::Frontend::AgentTicketBulk###RequiredLock to "no" Hi! Thanks! I changed it is working better (our agents were always asking why tickets were blocked when mass-action was selected) but it seems there is more involved in this process. Unfortunatelly, even aft...
by djcaetano
02 Oct 2017, 15:59
Forum: Help
Topic: How can I move a lot of tickets?
Replies: 2
Views: 916

How can I move a lot of tickets?

Hi there, Our OTRS5 is configured in a way that our tickets arrive into a single queue (from support@...) - lets call it "first level queue" - and then these tickets must be distributed (moved) to other queues that act as the "entry" queue for each department - lets call them "second level queues". ...
by djcaetano
17 Aug 2017, 21:41
Forum: General
Topic: Forwarding message via AdminNotificationEvent
Replies: 1
Views: 17075

Forwarding message via AdminNotificationEvent

Hi there! One user (agent) of our OTRS receives several HTML e-mails (as new Tickets) that must be forwarded to a specific e-mail. As of today this agent open those tickets one by one and use the "article forward" option to perform this task, closing the ticket afterward. Since the number of such e-...
by djcaetano
15 Aug 2017, 21:17
Forum: Help
Topic: System Log Errors
Replies: 7
Views: 2471

Re: System Log Errors

Hi there, After a long winter I had time to dig out the reason behind this problem. It seems that the Daemon worker is not acting as it was supposed to regarding error logging. There are NO errors at all on those cases, but de Daemon worker was acting as if "Debug" messages were errors (that is: the...
by djcaetano
15 Aug 2017, 15:57
Forum: Help
Topic: Bogus MySQL connection error at event log
Replies: 3
Views: 1122

Re: Bogus MySQL connection error at event log

I restarted the daemon and this problem has gone way. Probably the old daemon was running against the new version of the systems.
by djcaetano
15 Aug 2017, 15:10
Forum: Help
Topic: Bogus MySQL connection error at event log
Replies: 3
Views: 1122

Re: Bogus MySQL connection error at event log

It is worse than I thought.
In fact, timed generic agents are not running correctly because of this problem. The time generic agents stopped to work is exactly the time I updated the system from 5.0.19 to 5.0.21. Weird. Still no clues on how to deal with this problem.
by djcaetano
14 Aug 2017, 16:53
Forum: Help
Topic: Bogus MySQL connection error at event log
Replies: 3
Views: 1122

Bogus MySQL connection error at event log

Hi there, I have just noticed that after the latest OTRS patches (I updated from 5.0.19 to 5.021 and then to 5.0.22) the system event log started to display lots and lots of "Can't connect to MySQL server on '172.31.0.64' (111)". The system, however, is working ok and is accessing the database. I go...
by djcaetano
06 Jun 2017, 20:25
Forum: Help
Topic: System Log Errors
Replies: 7
Views: 2471

Re: System Log Errors

Looks good. Die you configured var/cron/aaa_base and set an appropriate e-mail address where output is send? It was configured to send mails to root@localhost. I configured it to send them to my e-mail, and now I am receiving messages about the errors, but no extra information to help me identify t...
by djcaetano
01 Jun 2017, 22:02
Forum: Help
Topic: System Log Errors
Replies: 7
Views: 2471

Re: System Log Errors

In the case you are talking about the cron user, it is on "otrs" user's crontab:
# check OTRS daemon status
*/5 * * * * $HOME/bin/otrs.Daemon.pl start >> /dev/null
by djcaetano
01 Jun 2017, 19:06
Forum: Help
Topic: System Log Errors
Replies: 7
Views: 2471

Re: System Log Errors

wurzel wrote:Hi,
is it the right user doing it?
is your $HOME correct?
How can I check the user used to run those daemons?
Anyway, the home for OTRS user is set to /opt/otrs .
by djcaetano
01 Jun 2017, 14:21
Forum: Help
Topic: System Log Errors
Replies: 7
Views: 2471

System Log Errors

Hi there, About a year ago we migrated from OTRS 4.x to OTRS 5. Since that time the system has been working ok, but I have been receiving a lot of error messages on System Log. Specifically, the errors are: - There was an error executing Execute() in Kernel::System::Console::Command::Maint::Ticket::...
by djcaetano
17 Jun 2016, 16:47
Forum: Help
Topic: Upgrading 4.0.12 to 5.0.10
Replies: 5
Views: 970

Re: Upgrading 4.0.12 to 5.0.10

Hi again, I think I spotted the problem. ZZZAAuto.pm is a "compilation" of all config XML files and include perl variable/array definitions for every default OTRS configuration. It seems the system call ZZZAAuto.pm so all variables are set to default values and, after that , ZZZAuto.pm (user defined...
by djcaetano
14 Jun 2016, 19:59
Forum: Help
Topic: Upgrading 4.0.12 to 5.0.10
Replies: 5
Views: 970

Re: Upgrading 4.0.12 to 5.0.10

It seems my /opt/otrs/Kernel/Config/Files/ZZZAuto.pm we not propperly updated.
I noticed it references libraries from older version... (jquery 1.11.1, for instance, instead of jaquer 2.1.4).

Is there a console command to check/adjust it?
by djcaetano
14 Jun 2016, 17:26
Forum: Help
Topic: Upgrading 4.0.12 to 5.0.10
Replies: 5
Views: 970

Re: Upgrading 4.0.12 to 5.0.10

Please provide the apache log while the error occurrs I restored the previous virtual machine state and executed all install steps again, making sure to not copy *anything* unwanted from previous installation. After that, things are "somewhat" working. At least I could log to the customer interface...
by djcaetano
14 Jun 2016, 15:57
Forum: Help
Topic: Upgrading 4.0.12 to 5.0.10
Replies: 5
Views: 970

Upgrading 4.0.12 to 5.0.10

Hi there, I have been able to set up a test copy of our production OTRS (version 4.0.12) and tried to perform the update to 5.0.10 following the steps described on the webpage ( https://otrs.github.io/doc/manual/admin/5.0/en/html/upgrading.html ). The fact is, after step 8 (restarting cron, apache, ...
by djcaetano
02 Jun 2016, 13:55
Forum: Help
Topic: PostMaster is not fetching some e-mail
Replies: 5
Views: 663

Re: PostMaster is not fetching some e-mail

It's possible (?) that the gmail account is no longer enabled for POP3/IMAP4. Are you able to test access with another mailbox app such as Mozilla Thunderbird? I have ran some tests using thunderbird and everything seems fine. Nevertheless, every e-mail that arrived in the last two days were correc...
by djcaetano
31 May 2016, 16:33
Forum: Help
Topic: PostMaster is not fetching some e-mail
Replies: 5
Views: 663

PostMaster is not fetching some e-mail

Hi there, My name is Daniel Caetano and I am responsible for OTRS installation in our department at University of São Paulo. Our system is configured to fetch some gmail accounts and create tickets on several queues. Everything has been working fine for more than a year but last week a strange behav...