Hi, that is not enough information.
Please describe what you're trying to do with the Generic Agent.
Also, if possible please attach a screenshot of the Generic Agent settings you are using.
Search found 70 matches
- 24 Apr 2018, 18:14
- Forum: Help
- Topic: [SOLVED] genericAgent run without errors but not process tickets...
- Replies: 3
- Views: 23579
- 24 Apr 2018, 18:09
- Forum: Help
- Topic: Sending notification - setting From address
- Replies: 3
- Views: 18571
Re: Sending notification - setting From address
Hi, it's on your system configuration at:
System Configuration -> Core -> Email
- NotificationSenderEmail
- NotificationSenderName
System Configuration -> Core -> Email
- NotificationSenderEmail
- NotificationSenderName
- 10 Apr 2018, 18:52
- Forum: Help
- Topic: Custom login screen for customers.
- Replies: 1
- Views: 8865
Re: Custom login screen for customers.
Hi,
It's probably "Kernel/Output/HTML/Templates/Standard/CustomerLogin.tt"
It's probably "Kernel/Output/HTML/Templates/Standard/CustomerLogin.tt"
- 05 Apr 2018, 18:29
- Forum: Help
- Topic: OTRS Sendmail Config (SMTP) - not sending auto-reply
- Replies: 7
- Views: 13787
Re: OTRS Sendmail Config (SMTP) - not sending auto-reply
Whats the best possible way to route OTRS mail through a Exchange 2013 server out to the external world as if it is coming from exchange to match our SPF and DMARC values? Assuming Exchange behaves like a regular smtp server, setting your "SendmailModule" setting to SMTP, SMTPS or SMTPTLS...
- 05 Apr 2018, 18:17
- Forum: General
- Topic: WebService c# OTRS Integration
- Replies: 1
- Views: 27278
- 05 Apr 2018, 18:09
- Forum: General
- Topic: Queue Limit per system
- Replies: 2
- Views: 28694
Re: Queue Limit per system
Back in the day of OTRS v2.4 I once ran a system with about 115 different email addresses and about 120 queues or so. Never got a performance issue although they were all relatively low volume and it's still just only about 1/4 of what you're asking. Anyway, according to the Performance Tuning chapt...
- 05 Apr 2018, 17:22
- Forum: Help
- Topic: Customize Header - add worldclocks
- Replies: 3
- Views: 8786
Re: Customize Header - add worldclocks
Hi, You should create a theme and then copy the header template file to your theme folder and edit it. I'm guessing it's either Header.tt or HeaderSmall.tt. For the clocks themselves, you could potentially build some sort of otrs module for that to calculate them, but I'd personally just throw some ...
- 26 Mar 2018, 16:55
- Forum: Help
- Topic: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom
- Replies: 12
- Views: 14103
Re: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom
Hi,
Did you update your packages after upgrading OTRS by running "bin/otrs.Console.pl Admin::Package::UpgradeAll" ?
Did you update your packages after upgrading OTRS by running "bin/otrs.Console.pl Admin::Package::UpgradeAll" ?
- 26 Mar 2018, 16:19
- Forum: General
- Topic: OTRS agent ticket article text not displayed
- Replies: 6
- Views: 24847
Re: OTRS agent ticket article text not displayed
Hi, Well, I deduced that it was probably the article storage backend that would be causing those issues. But now, if you've changed it, and some of the articles still don't show up, then I'm not really sure what can be happening. Have you tried clearing OTRS's caches and/or restarting apache and/or ...
- 26 Mar 2018, 11:27
- Forum: Help
- Topic: CC to create ticket
- Replies: 2
- Views: 2729
Re: CC to create ticket
Have you tried setting the "Reply-To" header with the customer's email? I'm thinking that might work.
- 26 Mar 2018, 11:14
- Forum: Help
- Topic: Saving disk space
- Replies: 1
- Views: 2091
Re: Saving disk space
The best option is always to get some more disk space since disk space is very cheap these days. The issue may be related with your ticket or attachment storage configuration. If your OTRS is configured to store everything on the database, it's possible that simply deleting them won't release the sp...
- 26 Mar 2018, 10:52
- Forum: General
- Topic: TicketZoom - Article order by create Date
- Replies: 5
- Views: 23736
- 26 Mar 2018, 10:40
- Forum: General
- Topic: OTRS agent ticket article text not displayed
- Replies: 6
- Views: 24847
Re: OTRS agent ticket article text not displayed
Ok, and what do the log files say? Any errors on apache or otrs logs? And are you sure all you did was enable SSL on apache? Because that seems as you've updated your OTRS version and didn't restore the "otrs/var/articles" folder (when OTRS is configured to use the filesystem to store the ...
- 23 Mar 2018, 16:49
- Forum: General
- Topic: OTRS agent ticket article text not displayed
- Replies: 6
- Views: 24847
Re: OTRS agent ticket article text not displayed
Hi, I think we're going to need some more information. What is happening exactly? The articles box show as empty? Do the email subjects and other info show up correctly? But first of all, you should check both the apache logs and otrs logs in order to see if there are any errors there that can hint ...
- 23 Mar 2018, 14:30
- Forum: General
- Topic: TicketZoom - Article order by create Date
- Replies: 5
- Views: 23736
Re: TicketZoom - Article order by create Date
Hi, I don't think that's possible without editing core source files. I would assume it can probably be done by editing /Kernel/Modules/AgentTicketZoom.pm and/or /Kernel/Output/HTML/Templates/Standard/AgentTicketZoom.tt But I'm not sure that should even be happening, because I would assume that the a...
- 19 Mar 2018, 16:36
- Forum: Help
- Topic: How to run a existing Postmaster-Filter Against a Queue (e.g. for testing it)
- Replies: 10
- Views: 3814
Re: How to run a existing Postmaster-Filter Against a Queue (e.g. for testing it)
I don't think the generic agent supports those types of conditions although it appears to support simple wildcards. You should probably create two generic agent jobs, one for each term.
- 19 Mar 2018, 16:29
- Forum: Help
- Topic: [Solved] Change Default Sort Order for tickets from Age to Changed
- Replies: 3
- Views: 4369
Re: Change Default Sort Order for tickets from Age to Changed
On your OTRS, navigate to: index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Frontend::Agent::View::TicketQueue On the setting named "Ticket::Frontend::AgentTicketQueue###DefaultColumns" make sure the "changed" field is "2 - enabled by default" Edit the file ...
- 15 Mar 2018, 14:54
- Forum: General
- Topic: The numbers in the queue overview
- Replies: 2
- Views: 18221
Re: The numbers in the queue overview
I doubt this is possible without changing the core source files. If you really need this, you're probably better off contacting OTRS Group for commercial support/development.
- 15 Mar 2018, 14:48
- Forum: Help
- Topic: How to run a existing Postmaster-Filter Against a Queue (e.g. for testing it)
- Replies: 10
- Views: 3814
Re: How to run a existing Postmaster-Filter Against a Queue (e.g. for testing it)
Regarding the question, how to setup a generic agent, can you let me know how to setup a generic agent to filter tickets by email-fields and to close or move the tickets? Is there any doc or better a example? You can read the documentation about OTRS's generic agent . But it's really not that hard....
- 13 Mar 2018, 16:50
- Forum: General
- Topic: OTRS 6: Need Tweaks for a few settings
- Replies: 2
- Views: 19892
Re: OTRS 6: Need Tweaks for a few settings
Hi, First of all, you should create a new theme in order to make these changes, otherwise they'll probably get overwritten when upgrading OTRS. 1) When the agent opens a Ticket in Ticket zoom view, the top bar shows who the email is from and date when sent with an " i " on the right side t...
- 13 Mar 2018, 11:35
- Forum: Help
- Topic: Problem with access to tickets after restore
- Replies: 1
- Views: 1685
Re: Problem with access to tickets after restore
I'm not sure exactly what the issue is but the manual has an article describing a migration from windows to linux.
While that's not exactly what you want, I'm sure you can follow the steps described there to clone the database and copy the equivalent files.
While that's not exactly what you want, I'm sure you can follow the steps described there to clone the database and copy the equivalent files.
- 12 Mar 2018, 16:32
- Forum: Help
- Topic: How to run a existing Postmaster-Filter Against a Queue (e.g. for testing it)
- Replies: 10
- Views: 3814
Re: How to run a existing Postmaster-Filter Against a Queue (e.g. for testing it)
As stated on that thread you linked, you can't re-run postmaster filters. As the name indicates, the postmaster filters get run at the time that the system is getting new emails from your configured email server. You can create a generic agent job with the changes you want to make on the tickets and...
- 12 Mar 2018, 16:28
- Forum: Help
- Topic: Authentification failed when entering System Settings
- Replies: 3
- Views: 2491
Re: Authentification failed when entering System Settings
What is the appliance version? Where did you get it?
When installing OTRS normally, at the web setup you should have a step where you have to define your SuperAdmin password. See here.
When installing OTRS normally, at the web setup you should have a step where you have to define your SuperAdmin password. See here.
- 12 Mar 2018, 16:18
- Forum: Help
- Topic: Email confirmation of the open ticket marked SPAM
- Replies: 6
- Views: 3867
Re: Email confirmation of the open ticket marked SPAM
Is your outgoing email setup correctly configured as SMTP or SMTPS or SMTPTLS and not by using Sendmail? Check the options "SendmailModule", "SendmailModule::AuthPassword" and "SendmailModule::AuthUser" on index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Cor...
- 09 Mar 2018, 11:28
- Forum: Help
- Topic: Email confirmation of the open ticket marked SPAM
- Replies: 6
- Views: 3867
Re: Email confirmation of the open ticket marked SPAM
Hi, The e-mail being marked as spam will most likely have nothing to do with OTRS and most likely with your email configuration or maybe the contents of the auto-reply. There's also not enough information about what's happening: Does the auto-reply go into the spam folder of everybody or just one pe...
- 06 Mar 2018, 20:03
- Forum: Help
- Topic: Slowness in OTRS
- Replies: 6
- Views: 2600
Re: Slowness in OTRS
Not enough information.
What are the server's specs?
Was it always slow or did it start slowing down recently?
How many tickets is your system handling?
Are the system's or OTRS's log files indicating any errors?
Also, read this and see if it helps.
What are the server's specs?
Was it always slow or did it start slowing down recently?
How many tickets is your system handling?
Are the system's or OTRS's log files indicating any errors?
Also, read this and see if it helps.
- 06 Mar 2018, 20:00
- Forum: Help
- Topic: OTRS Log Location
- Replies: 1
- Views: 5688
Re: OTRS Log Location
Depends on your configuration.
Please see:
index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Core::Log
on your system and check for the LogModule options. The system supports logging through syslog or directly to a file who's path you can configure.
Please see:
index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Core::Log
on your system and check for the LogModule options. The system supports logging through syslog or directly to a file who's path you can configure.
- 01 Mar 2018, 19:07
- Forum: Help
- Topic: Customer NewTicket Dropdown number of signs
- Replies: 3
- Views: 13172
Re: Customer NewTicket Dropdown number of signs
On which page does that truncation occur?
I'm asking for the OTRS url where this page is shown. Something like index.pl?etc or customer.pl?etc
I'm asking for the OTRS url where this page is shown. Something like index.pl?etc or customer.pl?etc
- 01 Mar 2018, 11:58
- Forum: Help
- Topic: Multiple inbox queues
- Replies: 3
- Views: 2041
Re: Multiple inbox queues
You can setup some Postmaster Filters in order to place incoming emails into any specific queue.
- 01 Mar 2018, 11:23
- Forum: Help
- Topic: How to regain access to FAQ module
- Replies: 1
- Views: 1283
Re: How to regain access to FAQ module
Hi, Please check if the group is correctly set for the FAQ entries at: index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Frontend::Agent::ModuleRegistration and index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Frontend::Agent::ModuleRegistration::MainMenu Also make sure that y...
- 23 Feb 2018, 19:01
- Forum: Help
- Topic: [Help] Email Notification
- Replies: 1
- Views: 1360
Re: [Help] Email Notification
Hi, Hi, I want to ask you about the email notification of otrs 6, (...) this is the perl modulor list that I have installed, is any missing? Is this your only question or are you having any specific issue or error? If that's it, then your perl module list appears to be fine. All missing modules are ...
- 22 Feb 2018, 14:12
- Forum: Help
- Topic: Errors in Maint::Config::Rebuild
- Replies: 3
- Views: 12957
Re: Errors in Maint::Config::Rebuild
Hi, Not sure about your YAML errors, but as for the custom skin, it appears as you're still using the old v5 format since the documentation doesn't appear to have been updated. Basically the XML has a different format now, and it goes in "Kernel/Config/Files/XML" instead. There's also a co...
- 22 Feb 2018, 14:00
- Forum: Help
- Topic: OTRS6 Tag Reference
- Replies: 6
- Views: 13521
Re: OTRS6 Tag Reference
Not sure if this is what you want, but here's a list taken from https://portal.otrs.com/otrs/customer.pl?Action=CustomerFAQZoom;ItemID=70 Note that there's no version indication so I'm not sure if all tags that are available on version 6 are listed. It should still be most of what is usually needed....
- 15 Feb 2018, 13:35
- Forum: Help
- Topic: Internal and External Email Communication Issue
- Replies: 17
- Views: 5936
Re: Internal and External Email Communication Issue
Hi there, Well, then it appears as your main issue is maybe the email server that is not correctly configured and not really anything from otrs' side. Can you setup that email account on some other email client and inside the same network as otrs? For example, setup the account on outlook, thunderbi...
- 15 Feb 2018, 12:36
- Forum: Help
- Topic: Upgrading doesn't seem to keep all previous configuration
- Replies: 0
- Views: 2094
Upgrading doesn't seem to keep all previous configuration
Hi there, I've just updated our OTRS from 6.0.0rc1 to 6.0.5 and followed these official instructions . Mostly everything went fine except that we had previously disabled a few menu options from the Main Menu. We had previously only kept the "Dashboard" and "Ticket" dropdown visib...
- 14 Feb 2018, 16:25
- Forum: Help
- Topic: Internal and External Email Communication Issue
- Replies: 17
- Views: 5936
Re: Internal and External Email Communication Issue
Hi, There are a couple messages there in the logs: "Can't connect to mail.alrayanholding.com" and also "Can't connect to arhc-mail02.alrayanholding.com" Can you confirm that you can access those machines from the server where otrs is located? Because it appears as otrs can't even...
- 14 Feb 2018, 13:29
- Forum: Help
- Topic: Internal and External Email Communication Issue
- Replies: 17
- Views: 5936
Re: Internal and External Email Communication Issue
When setting it to SMTPS or SMTPTLS you should also set your AuthPassword and AuthUser parameters. From the screenshot it appears as you left them empty.
Also, please check the postmaster logs when trying with any of the SMTP modules so we can get a better idea on what's going on.
Also, please check the postmaster logs when trying with any of the SMTP modules so we can get a better idea on what's going on.
- 08 Feb 2018, 14:29
- Forum: Help
- Topic: Internal and External Email Communication Issue
- Replies: 17
- Views: 5936
Re: Internal and External Email Communication Issue
Are you sure your SendmailModule setting should be Kernel::System::Email::Sendmail and not Kernel::System::Email::SMTPS or Kernel::System::Email::SMTPTLS? Because if you look into the description of the SendmailModule::Host it states: If any of the "SMTP" mechanisms was selected as Sendmai...
- 02 Feb 2018, 19:18
- Forum: Help
- Topic: Low sending mail from OTRS 6
- Replies: 4
- Views: 5515
Re: Low sending mail from OTRS 6
Hi
I think this is what you're looking for:
http://doc.otrs.com/doc/manual/admin/6. ... lQueueSend
Good luck
I think this is what you're looking for:
http://doc.otrs.com/doc/manual/admin/6. ... lQueueSend
Good luck
- 31 Jan 2018, 13:06
- Forum: Help
- Topic: Wrong notificaton date format
- Replies: 5
- Views: 3499
Re: Wrong notificaton date format
When searching OTRS's github for "%Y-%M-%D %T" it returns only one result and that's on the en_CA.pm file which I don't think is the actual issue. Still, I did some further searching (using your example tag <OTRS_TICKET_SolutionTimeDestinationDate> as base) and found that the notification ...
- 29 Jan 2018, 16:26
- Forum: Help
- Topic: Wrong notificaton date format
- Replies: 5
- Views: 3499
Re: Wrong notificaton date format
Hi,
Not sure, but have you tried creating the notifications also in pt-BR at "index.pl?Action=AdminNotificationEvent"
The default only has en-US notifications so maybe that also fetches the english date format.
Not sure, but have you tried creating the notifications also in pt-BR at "index.pl?Action=AdminNotificationEvent"
The default only has en-US notifications so maybe that also fetches the english date format.
- 29 Jan 2018, 16:19
- Forum: Help
- Topic: Pause Email
- Replies: 7
- Views: 2947
Re: Pause Email
Couldn't you change the "Daemon::SchedulerCronTaskManager::Task###MailAccountFetch" (or the appropriate fetch for your case like fetchmail, etc) cron type configuration to exclude the times/days your server is undergoing maintenance?
- 23 Jan 2018, 17:15
- Forum: Help
- Topic: Any way to hide timezone from dashboard columns?
- Replies: 3
- Views: 1855
Re: Any way to hide timezone from dashboard columns?
Replying to my own question here for completion in case anybody else ever searches for the same thing.
The Timezone gets appended to the datetime fields on Kernel/Language.pm
The Timezone gets appended to the datetime fields on Kernel/Language.pm
- 05 Jan 2018, 14:41
- Forum: Help
- Topic: Custom skin for Customer not registered
- Replies: 4
- Views: 2975
Re: Custom skin for Customer not registered
Try this: - Copy your old skin xml from v5 into Kernel/Config/Files - Run "bin/otrs.Console.pl Dev::Tools::Migrate::ConfigXMLStructure" This should migrate your old xml into the new Kernel/Config/Files/XML folder with the correct changes Then clear and rebuild config/cache bin/otrs.Console...
- 05 Jan 2018, 13:54
- Forum: Help
- Topic: OTRS 6.0 ussues after upgrade from 5
- Replies: 2
- Views: 1649
Re: OTRS 6.0 ussues after upgrade from 5
Hi, I'm also experiencing this issue with v6. Pending reminder notifications are sent on every check even if "notify user just once" is selected. Please see attached screenshot to see the notification settings. We've also changed the frequency in which the otrs daemon checks for pending ti...
- 13 Dec 2017, 17:48
- Forum: Help
- Topic: impossible to send message to
- Replies: 8
- Views: 4702
Re: impossible to send message to
Have you read this thread and respective suggestions?
Have you tried sending an email similar to the one that's giving problems on OTRS but directly through smtp? This would help to diagnose if the issue is with OTRS/perl or the mail server/daemon itself.
Have you tried sending an email similar to the one that's giving problems on OTRS but directly through smtp? This would help to diagnose if the issue is with OTRS/perl or the mail server/daemon itself.
- 13 Dec 2017, 14:36
- Forum: Help
- Topic: Any way to hide timezone from dashboard columns?
- Replies: 3
- Views: 1855
Re: Any way to hide timezone from dashboard columns?
Ok. But still, I assume that at some point the timezone gets appended to the create_time field to generate that column so one could potentially edit the source file to remove the timezone from there or even use some other string functions to strip it out. Ideally one would leave it on the html title...
- 11 Dec 2017, 14:51
- Forum: Help
- Topic: Any way to hide timezone from dashboard columns?
- Replies: 3
- Views: 1855
Any way to hide timezone from dashboard columns?
Hi there,
Using otrs v6, is there any way to hide the timezone that get's displayed after the "created" or "changed" columns? (see attached screenshot)
Thanks.
Using otrs v6, is there any way to hide the timezone that get's displayed after the "created" or "changed" columns? (see attached screenshot)
Thanks.
- 30 Nov 2017, 15:03
- Forum: Help
- Topic: Mail::Account::Fetch not working...
- Replies: 1
- Views: 1097
Re: Mail::Account::Fetch not working...
I'm still at 6.0.0rc1 and it works fine on mine. Looking at the code that leads to that error, it gets displayed if it can't find any active postmaster mail accounts. Can you confirm that your configured email address is set as "valid" and not as "invalid" or "invalid-tempor...
- 23 Nov 2017, 19:00
- Forum: Help
- Topic: Disabling PDF printing on otrs v6?
- Replies: 8
- Views: 3174
Re: Disabling PDF printing on otrs v6?
Hey, sure no problem. Anyway, I've used the new otrs6 console command to migrate the xml config from your version to the new format that goes in Config/Files/XML instead of just Config/Files/. Then I also had to change the code a bit mainly because v6 no longer has the "ArticleContentIndex"...