Search found 182 matches

by ruzzetto
15 Nov 2018, 11:13
Forum: Help
Topic: SSL Glue error message
Replies: 10
Views: 6825

Re: SSL Glue error message

Hi,
I modified /opt/otrs/Kernel/System/Email/SMTPS.pm but otrs was no longer able to send any kind of email (for example autoresponse).
I reverted to previous version.

Anyone already fixed it?

[UPDATE]: it seems to be affected only version 6.
by ruzzetto
13 Nov 2018, 10:21
Forum: Help
Topic: SSL Glue error message
Replies: 10
Views: 6825

Re: SSL Glue error message

Hi,
since yesterday I'm encountering the same issue with SMTP.

I tried to modified both:
/opt/otrs/Kernel/cpan-lib/Net/SSLGlue/SMTP.pm and /opt/otrs/Kernel/System/Email/SMTPS.pm

but I still receive emails.
What could I do to fix?

Thank
by ruzzetto
12 Nov 2018, 18:56
Forum: Help
Topic: [OTRS 6] New ticket issue JS
Replies: 7
Views: 458

Re: [OTRS 6] New ticket issue JS

reneeb wrote:
09 Nov 2018, 15:42
reneeb wrote:
06 Nov 2018, 20:59
What's the error message?
No error message, simply code won't load and ticket body is empty and not filled with text.

Thanks
by ruzzetto
12 Nov 2018, 18:51
Forum: Help
Topic: [OTRS 6] New ticket issue JS
Replies: 7
Views: 458

Re: [OTRS 6] New ticket issue JS

wurzel wrote:
09 Nov 2018, 15:13
Hi,

modifying code (espacially your code change) is not very common to do during migration.

Florian
Hi, I didn't touch code. Simply the same code does not work with new version
by ruzzetto
09 Nov 2018, 11:18
Forum: Help
Topic: [OTRS 6] New ticket issue JS
Replies: 7
Views: 458

Re: [OTRS 6] New ticket issue JS

nobody is encountering same issue moving to release 6?
by ruzzetto
07 Nov 2018, 10:33
Forum: Help
Topic: [OTRS 6] New ticket issue JS
Replies: 7
Views: 458

Re: [OTRS 6] New ticket issue JS

I modified CustomerTicketMessage with this code: selectQueues(); function selectServices() { switch ($('#ServiceID').val() ) { case "xx": initText('','text text text text text text') case "xx": initText('',text text text text text text'); case "xx": initText('',text text text text text text'); case ...
by ruzzetto
06 Nov 2018, 18:30
Forum: Help
Topic: [OTRS 6] New ticket issue JS
Replies: 7
Views: 458

[OTRS 6] New ticket issue JS

Hello,
in my otrs 5 env I modified CustomerTicketMessage.tt file in order to fill ticket body with a formatted text based on specific service.

In my test env based on otrs 6 this does not happen. Someone is facing the same issue?

Thanks,
Fabio
by ruzzetto
28 Sep 2018, 11:07
Forum: Help
Topic: Very slow performance
Replies: 13
Views: 3021

Re: Very slow performance

I'm happy for you, in my case instead with MariaDB performance are not so good
by ruzzetto
25 Sep 2018, 12:03
Forum: Help
Topic: Error log
Replies: 3
Views: 326

Re: Error log

Hi, nobody could help me to investigat better? My system is getting very slow but there are no more than 30 agents and more than 300 ticket (new and open). The error is always related to "Use of uninitialized value within %Queues in hash element at" in TicketQueueOverview.pm line 162. That line cont...
by ruzzetto
19 Sep 2018, 14:37
Forum: Help
Topic: Check performance
Replies: 1
Views: 553

Re: Check performance

I found this error:
Timeout waiting for output from CGI script /opt/otrs/bin/cgi-bin/index.pl
thanks

Fabio
by ruzzetto
19 Sep 2018, 09:36
Forum: Help
Topic: Error log
Replies: 3
Views: 326

Re: Error log

You're right. I found a queue with "&" in its name. Now I removed symbol and, cleared cache and restarted services.
I'll monitor log files.

[UPDATE]: errors are still present

Thanks
by ruzzetto
18 Sep 2018, 12:42
Forum: Help
Topic: Error log
Replies: 3
Views: 326

Error log

Hello,
in error_log file I have a lot of "Use of uninitialized value within %Queues"

Sometimes otrs freezes and I don't know if this error could be one of the causes.

What does it mean?

THanks
by ruzzetto
10 Aug 2018, 10:57
Forum: Help
Topic: Ticket notification to queue mail address
Replies: 5
Views: 389

Re: Ticket notification to queue mail address

Ok I'm gonna try to explain better: I belong to a queue (Network) that has email address network@mycompany.com. When a new ticket is opened I receive a mail in my personal inbox because I flagged ticket notifications in my preferences. Another team would want receive notification mail into gruop mai...
by ruzzetto
01 Aug 2018, 16:34
Forum: Help
Topic: Ticket notification to queue mail address
Replies: 5
Views: 389

Re: Ticket notification to queue mail address

jojo I'm sorry probably I did not express myself well. They want notification to be sent to queue address
by ruzzetto
01 Aug 2018, 16:08
Forum: Help
Topic: Ticket notification to queue mail address
Replies: 5
Views: 389

Ticket notification to queue mail address

Hello,
it's possible to send an email to the email address of specific queue when a new ticket is created?

A team in my company working with otrs asked me to receive notifications on a shared email and not personal ones.

Thanks,
Fabio
by ruzzetto
26 Jul 2018, 16:59
Forum: Help
Topic: Check performance
Replies: 1
Views: 553

Check performance

Hello,
sometimes (but lately often) system is slow in response when switching between tabs or clicking somewhere.

Few days ago I received "Gateway Timeout" but it was the firts time I've seen it.

Is there a way to check system performance?

Thanks,
Fabio
by ruzzetto
14 Jun 2018, 12:36
Forum: Help
Topic: Route tickets by services
Replies: 1
Views: 1699

Route tickets by services

Hi, I'm on a setup phase of a new OTRS instance. On the other instance, end-user (when create a new ticket) chooses a queue and then service. In this new instance we approched in different way: the end-user has only to choose the service. The new ticket goes in "Raw" queue and then I created a gener...
by ruzzetto
11 Jun 2018, 21:53
Forum: Help
Topic: Customer Ticket Message Javascript
Replies: 0
Views: 2958

Customer Ticket Message Javascript

Hi, I use a modified version of CustomerTicketMessage in order to hide/show several dynamic field based on a specific service/services selected by end-user. Following a script found on this forum I achived my goal but now I'd like to change the way users can open new tickets. Now user has to specify...
by ruzzetto
24 May 2018, 11:54
Forum: Help
Topic: Multiple text box in Customer Ticket Message
Replies: 2
Views: 1969

Re: Multiple text box in Customer Ticket Message

Thanks Roy, really appreciate your contribute. Is there a simple guide to understand and implement Process Management?. I remember last time I tried to do it it wasn't pretty clear following the official guide. I'd like to start, with my knowledge about OTRS, trying to add more text box. When I'll g...
by ruzzetto
23 May 2018, 17:05
Forum: Help
Topic: Multiple text box in Customer Ticket Message
Replies: 2
Views: 1969

Multiple text box in Customer Ticket Message

Hi all,
I'm sorry if the question has already been asked, but I'm wondering if it's possible to add more than one text box in CustomerTicketMessage for end-user.

Thanks,
by ruzzetto
02 May 2018, 17:23
Forum: Help
Topic: Errors during upgrade to 6
Replies: 13
Views: 7423

Re: Errors during upgrade to 6

Hi rabello,
i fixed with yum install

Fabio
by ruzzetto
27 Apr 2018, 15:15
Forum: Help
Topic: OTRS 6.0.6 - Internal Server Error
Replies: 6
Views: 4515

Re: OTRS 6.0.6 - Internal Server Error

Does not work for me
by ruzzetto
27 Apr 2018, 12:22
Forum: Help
Topic: OTRS 6.0.6 - Internal Server Error
Replies: 6
Views: 4515

Re: OTRS 6.0.6 - Internal Server Error

Hi and thanks for your contribute.

Yes, there are a lot of .custom_backup....
by ruzzetto
27 Apr 2018, 11:55
Forum: Help
Topic: OTRS 6.0.6 - Internal Server Error
Replies: 6
Views: 4515

Re: OTRS 6.0.6 - Internal Server Error

I'm noticing another error: [Fri Apr 27 11:25:12.577898 2018] [cgi:error] [pid 1393] [client 10.0.0.1:62336] AH01215: Message: Need GroupName!, referer: https://otrs-test/index.pl?Action=AgentDashboard;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB [Fri Apr 27 11:25:12.577911 2018] [cgi:error] ...
by ruzzetto
24 Apr 2018, 12:00
Forum: Help
Topic: OTRS 6.0.6 - Internal Server Error
Replies: 6
Views: 4515

Re: OTRS 6.0.6 - Internal Server Error

No, I removed them before upgrade
by ruzzetto
24 Apr 2018, 10:33
Forum: Help
Topic: OTRS 6.0.6 - Internal Server Error
Replies: 6
Views: 4515

OTRS 6.0.6 - Internal Server Error

Hi, I'm testing my new upgraded environment. Overall it works with some issues. When I try to open tickets under Ticket->Queue View -> Queue, I got Internal Server Error. That's the output log: [Tue Apr 24 10:27:38.202761 2018] [cgi:error] [pid 3582] [client xxx.xxx.xxx.xxx:63368] AH01215: Can't loc...
by ruzzetto
23 Apr 2018, 13:54
Forum: Help
Topic: Errors during upgrade to 6
Replies: 13
Views: 7423

Re: Errors during upgrade to 6

ok, I was able to fix dependencies issues and finally I've installed new RPM with this issue: Updating : otrs-6.0.6-01.noarch 17/1 warning: /opt/otrs/Kernel/Config.pm created as /opt/otrs/Kernel/Config.pm.rpmnew [Mon Apr 23 13:51:56 2018] otrs.Console.pl: DBD::mysql::st execute failed: Table 'otrs.s...
by ruzzetto
13 Apr 2018, 09:17
Forum: Help
Topic: Errors during upgrade to 6
Replies: 13
Views: 7423

Re: Errors during upgrade to 6

o Apache::DBI......................ok (v1.12) o Apache2::Reload..................ok (v0.13) o Archive::Tar.....................ok (v1.92) o Archive::Zip.....................ok (v1.30) o Crypt::Eksblowfish::Bcrypt.......ok (v0.009) o Crypt::SSLeay....................ok (v0.64) o Date::Format...........
by ruzzetto
11 Apr 2018, 10:06
Forum: Help
Topic: Errors during upgrade to 6
Replies: 13
Views: 7423

Re: Errors during upgrade to 6

Now I got a new error:

Code: Select all

--> Finished Dependency Resolution
Error: Package: otrs-6.0.6-01.noarch (/otrs-6.0.6-01.noarch)
           Requires: perl(DateTime)
          
by ruzzetto
10 Apr 2018, 16:56
Forum: Help
Topic: Errors during upgrade to 6
Replies: 13
Views: 7423

Re: Errors during upgrade to 6

Hi all, i'm trying in these days to replicate the issue. Cloned my production env to lab..... I'll catch you up
by ruzzetto
23 Mar 2018, 15:17
Forum: Help
Topic: Unable to change state in FreeText
Replies: 7
Views: 3384

Re: Unable to change state in FreeText

Hi :)
really don't know....it's a simple service not subservice...

I have some non official extension but all other services work.
by ruzzetto
16 Mar 2018, 12:39
Forum: Help
Topic: Unable to change state in FreeText
Replies: 7
Views: 3384

Re: Unable to change state in FreeText

Hi, the issue is for a particular service. Don't know why. Following the output from JS: Uncaught TypeError: ErrorObject.GetType is not a function at Object.Core.Exception.TargetNS.HandleFinalError (CommonJS_696e7aa71bdb0da45f0b4476b02ff324.js:1085) at HTMLDocument.<anonymous> (CommonJS_696e7aa71bdb...
by ruzzetto
14 Mar 2018, 17:57
Forum: Help
Topic: Unable to change state in FreeText
Replies: 7
Views: 3384

Re: Unable to change state in FreeText

Where i can grab logs?
by ruzzetto
13 Mar 2018, 11:58
Forum: Help
Topic: Unable to change state in FreeText
Replies: 7
Views: 3384

Re: Unable to change state in FreeText

[UPDATE]: It seems only tickets belonging to a specific queue cannot assign custom and predefined states
by ruzzetto
12 Mar 2018, 16:29
Forum: Help
Topic: Unable to change state in FreeText
Replies: 7
Views: 3384

Unable to change state in FreeText

Hi,
I create many custom states and let users to select a specific state inside AgentFreeText window. I'm noticing when user try to select one of them, submit action does not respond and modify is not saved.
How can i debug it?

Thanks
by ruzzetto
08 Feb 2018, 15:45
Forum: Help
Topic: [SOLVED] Autofill subject ticket
Replies: 3
Views: 515

Re: [SOLVED] Autofill subject ticket

anyone interested could tell me :)
by ruzzetto
06 Feb 2018, 14:59
Forum: Help
Topic: [SOLVED] Autofill subject ticket
Replies: 3
Views: 515

Re: Autofill subject ticket

Thanks Florian!
I was able to autofll only the ticket body for customers and not agents, and I didn't know what was the "subject" variable...
by ruzzetto
06 Feb 2018, 11:41
Forum: Help
Topic: [SOLVED] Autofill subject ticket
Replies: 3
Views: 515

[SOLVED] Autofill subject ticket

Hi,
for a particular services ticket subject and services are the same and I don't want users to type in. Is there a way to autofill it?

Thanks,
Fabio
by ruzzetto
25 Jan 2018, 15:54
Forum: Help
Topic: 6.0.1 problem after upgrade
Replies: 10
Views: 1482

Re: 6.0.1 problem after upgrade

So what do you suggest in order to perform a fine update? Are there any preliminar steps to do before upgrading system?
by ruzzetto
23 Jan 2018, 11:49
Forum: Help
Topic: 6.0.1 problem after upgrade
Replies: 10
Views: 1482

Re: 6.0.1 problem after upgrade

thanks root... I modified too many files and it's difficult for me to upgrade 3rd party packages now. Next steps:
1) recover my old DB
2) revert back to the latest snapshot my virtual machine
3) try again upgrade process
by ruzzetto
19 Jan 2018, 11:51
Forum: Help
Topic: 6.0.1 problem after upgrade
Replies: 10
Views: 1482

Re: 6.0.1 problem after upgrade

in error.log file I still have errors about Znuny: [Fri Jan 19 10:42:06.087620 2018] [cgi:error] [pid 31128] [client xxx.xxx.xxx.xxx:51124] AH01215: Module: Kernel::Output::HTML::Layout::Template::Output Line: 203 [Fri Jan 19 10:42:06.087638 2018] [cgi:error] [pid 31128] [client xxx.xxx.xxx.xxx:5112...
by ruzzetto
19 Jan 2018, 10:53
Forum: General
Topic: Update OTRS from 5.0.24 to 6.0.1
Replies: 7
Views: 3050

Re: Update OTRS from 5.0.24 to 6.0.1

it doesn't work for me, although "Admin::Package::List" doesn't show me any package....i noticed run on Console.pl Admin i see: Znuny4OTRS Znuny4OTRS::DefaultColumnsScreen::Add - Updates the 'DynamicField' config of all DefaultColumnsScreens configs accordingly Znuny4OTRS::DefaultColumnsScreen::Remo...
by ruzzetto
17 Jan 2018, 17:48
Forum: General
Topic: Update OTRS from 5.0.24 to 6.0.1
Replies: 7
Views: 3050

Re: Update OTRS from 5.0.24 to 6.0.1

Hi,
I have the same issue
by ruzzetto
17 Jan 2018, 16:56
Forum: Help
Topic: Errors during upgrade to 6
Replies: 13
Views: 7423

Re: Errors during upgrade to 6

remove all 3rd party modules before migration. Also check your database if all tables from OTRS5 are existing @jojo I removed 3rd party before upgrade via package manager but It seems something still remain on the system....is there a way to perform a full removal? About DB I don't know how to chec...
by ruzzetto
17 Jan 2018, 16:02
Forum: Help
Topic: Errors during upgrade to 6
Replies: 13
Views: 7423

Errors during upgrade to 6

Hi, I just tried to upgrade my test machine to 6 version from 5.0.24 following the official guide with these steps: 1) Stop services 2) DB and /opt/otrs backups 3) Install new RPM 4) Migrate configuration files under Kernel/Config/Files 5) Run script DBUpdate Upgrade wasn't fine and I encountered a ...
by ruzzetto
12 Jan 2018, 16:33
Forum: Help
Topic: Generic Agent Regex
Replies: 2
Views: 653

Generic Agent Regex

Hi,
i'd like to change type of some new tickets based on key words in title/subject. Does regex work?

Thamks
by ruzzetto
12 Jan 2018, 16:31
Forum: Help
Topic: Upgrade to 6 procedure
Replies: 7
Views: 858

Re: Upgrade to 6 procedure

jojo wrote:there is nothing deeper than the manual (besides knowledge on the product).

You can post your issies here for help or get commercial support
jojo I meant tips instead more information....
by ruzzetto
12 Jan 2018, 15:21
Forum: Help
Topic: Upgrade to 6 procedure
Replies: 7
Views: 858

Re: Upgrade to 6 procedure

Hi,
just tried that procedure but in my lab i encountered some issues about upgrade. For this reason i asked for something deeper then official manual.

Thanks,
by ruzzetto
05 Jan 2018, 17:50
Forum: Help
Topic: Upgrade to 6 procedure
Replies: 7
Views: 858

Upgrade to 6 procedure

Hi all,
I tried in my test environment to upgrade to 6 version but procedure failed. I'm wondering if there's a best practice or a good procedure to follow in order to upgrade the system (for example disable or uninstall 3rd party packages, etc.)

Thanks!
by ruzzetto
01 Dec 2017, 14:00
Forum: Help
Topic: Rollback from 6 to 5
Replies: 1
Views: 314

Rollback from 6 to 5

Hi,
i need to rollback to 5. What's the best way to do it?

I have a full back of /opt/otrs folder.

Thanks