Znuny and ((OTRS)) Community Edition

leocertuche

Hi there, When trying to link two objects and the class for the target object has more than 50 items, OTRS won't show them, only the first 50 are shown. Is there any way to increase this parameter or to show it in pages? We were looking at /opt/otrs/Kernel/Modules/AgentLinkObject.pm but didn't find ...

leocertuche

Hello, Elva María Novoa del Toro just gave me the right answer at otrs@otrs.org: Just register your groups in the "Group" section of Frontend::Module###AdminImportExport, access to it through: Admin -> SysConfig -> Group ImportExport -> Frontend::Admin::ModuleRegistration. :D Thanks,

leocertuche

Hello there, We were asked to change the names of the type of links available for linking two configuration items. We went to the link_type table and changed the names but it was not reflected on the front end. Then we realized that the're also written on the following two files: /opt/otrs/Kernel/Co...

leocertuche

Hello there, On the organization we're deploying OTRS on, they'd like to give access to the Import/Export feature to users who don't have admin access. Is there any way to give access to this feature to a certain group of users? I'm almost sure it is possible, I just don't know how. Any help on this...

leocertuche

Hello there, On the current implementation we're supporting, when a workorder is assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not being updated. It shows zero (0) even though a workorder is already assigned to him. The Agent has RW permission under the following groups: itsm...

leocertuche

Hi My customer wants to show a Service only to a certain group under any AgentTicket form. I tried to accomplish it the following way withuot success. Could you please help me out finding my mistake? thanks! Here are the ACLs tried: $Self->{TicketAcl}->{'ACL-hide-SLA-for-Problem-Mngmnt'} = { # match...

leocertuche

Hello, On our current implementation (5,892 customers, 165 groups, OTRS 2.4.8, apache2-mod_perl-2.0.4-40.12) when we click on /otrs/index.pl?Action=AdminCustomerUserGroup nothing is shown. We have CustomerGroupSupport enabled in SysConfig and no errors are shown on the AdminLog for this issue. Does ...

leocertuche

Hello there, I have a question regarding the use of Escalation on GenericAgent.pm that hopefully some of you could kindly answer. The following example is found at /opt/otrs/Kernel/Config/GenericAgent.pm.examples 'move escalation ticket to experts' => { # get all tickets with these properties Queue ...

leocertuche

Hello there, When building a large CMDB, it's neccesary to create sub-classes inside classes. Since OTRS creates sub-queues and sub-services on database using the parent::child syntax, it's easy to think the way sub-classes on CIs should be done is the same so we created a Servers class and then Ser...

leocertuche

Hello there! Our customer would love to see Escalation Solution Time on his StatusView instead of Age. I tried to insert it using the same variables that appear at AgentTicketZoom.dtl (SolutionTimeHuman and SolutionTimeWorkingTime) but they show nothing. Is there any whay to show Escalation Solution...

leocertuche

Hola,

No se que más pueda ser...aunque nunca he trabajado en windows, ¿no te animas a intentar en linux a ver si te ocurre lo mismo?

leocertuche

Hola,

Un problema de permisos se soluciona otorgando permisos

Tienen tus agentes permisos sobre el grupo itsm-service?

leocertuche

Hello there! We're currently developing an extension to the OTRS API that will allow us to create/modify/link OTRS configuration items using calls made from third-party applications. In order to avoid starting from scratch we decided to first try to adopt the current API to our needs. rpc.pl has som...

leocertuche

Hello,

We're defining conditions for changes and we came across a small doubt: How is accounted time for work orders measured? hours? minutes?
When does that time start?

Thanks,

leocertuche

We were able to restore our backup preserving special characters by forcing our database to use latin1 as charset, by including the following commands in my.cnf: [client] default-character-set = latin1 [mysqld] init_connect='SET collation_connection = latin1_swedish_ci' init_connect='SET NAMES latin...

leocertuche

Thanks for your replky Mario,

as I mention, lock timeout is set to 0 in all queues, we'd expect Agent::LockTimeout not to be triggered at all, but they keep arriving, does it make sense? should I raise a bug report?

There should be a way of disabling it, or there isn't?

Greetings,

leocertuche

Hello there, The organization we're currently deploying OTRS on, is not interested in using the lock timeout feature. In order to avoid it, we setup every queue with Unlock timeout=0 (it says 0 = no unlock) but Agents keep getting Agent::LockTimeout notifications. How can we avoid it? Is there any w...

leocertuche

Hello,

Any help on this? I'm sure some of you guys know the answer!

Thanks million,

leocertuche

Hello there, According to http://doc.otrs.org/2.4/en/html/x1184.html, update time for tickets is reached in the following conditions: Escalation - Update Time: If there is an article added, such as a follow-up via e-mail or the customer portal, the escalation update time is reset. If there is no cus...

leocertuche

So after reducing our sql file to 2GB removing "insert into article_attachment" lines, we were able to restore it. Special characters still won't show so we are giving it a try again to the mentioned FAQ article but the charset-convert.pl script keeps saying Out of Memory! Here is the outo...

leocertuche

Hello jojo, Thanks for your reply and suggestion. More than buying some help, I'll invest on becoming OTRS partner but that won't happen until august, when the training is scheduled in Mexico. In the meantime buying a support contract for the current update is simply out of the budget so we're relyi...

leocertuche

Hello, I'd love to have better news, but I don't, here is the outcome from following the http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315 article: -mysqldump seems to have a problem dealing with large backups (see http://bugs.mysql.com/bug.php?id=9756 and http://bugs.mysql.com/bug....

leocertuche

We're closer! Comparing the server characterset of the old mysql and the new one, we found that the old one was latin1 while the new one is utf8, we also found a nice FAQ entry that explains how to do the opposite procedure at http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315 so we'...

leocertuche

Hello, We're still facing some problems but have solved some others. Here's the current status: Text with spanish characters were truncated from tickets, event attachments were gone. After running REPARE TABLE to the database tables, part of the problem was solved but our queues named with spanish c...

leocertuche

Hello,

After moving to a new server, several messages got stucked at /opt/otrs/var/spool. Is there any way to force OTRS to reprocess them?

Thanks,

leocertuche

Hi there, Last night we migrated our production server from 2.4.5 to 2.4.7. Since both are 2.4.* we didn't run any DBUpdate-to-2.4-post* script, just installed 2.4.7 on a fresh server (opensuse 11.2), moved the database from the old one (opensuse 10.3), moved all customizations and started the new s...

leocertuche

Hello,

On http://source.otrs.org/viewvc.cgi/ITSMC ... m?view=log it says that freetext in workorders and changes is now supported but after installing it, I don't see how. Could anyone please explain to me how to insert freetexts to workorders and changes?

Thanks,

leocertuche

Hello,

we're not virtualizing, it's a dual core with 4GB of RAM running database locally, is it too little for 80 agents and 500 customers?

thanks,

leocertuche

Hello there, We're facing the following two issues regarding the ChangeManagement module and its translations: 1. Both Changes and WorkOrders share two states: 'in progress' and 'cancelled'. When trying to adapt each one to the common language (company wording) of the Organization adopting this proc...

leocertuche

Hi, We were able to workaround it by making the following changes (thanks to Doug Hall for helping us out on this!) Edit /etc/security/limits.conf Add the following to the end.. * hard nofile 65536 * soft nofile 65536 Then reboot Unfortunately this workaround didn't solve the root cause of the probl...

leocertuche

Hi there, I screwed up my work order state machine :( trying to make changes directly on the change_state_machine table. As a result, I get "The workorder state created is not known!" errors on the admin log and if I click on My Workorders, the following error is shown: Can't use an undefi...

leocertuche

Thanks for your answer crythias,

It's just our customer's request. They'll have a freetext fields with many entries, so much they'd prefer an auto-complete feature instead of a drop-down-scroll-&-search one

Is it possible?

leocertuche

Hello there, Our customers love the way the "From" textbox works, like a browser address bar, showing you all options that matches what you're typing, nice! It's so nice that they'd love to have the same behavior on a freetext field. Has anyone accomplished this? Is it possible? Thanks for...

leocertuche

Hola Francisco, Para que te aparezcan los servicios y SLAs debes asociarlos a clientes o incluirlos como servicios por defecto, ambas cosas las haces en Customer Users <-> Services Para que te funcione la encuesta sigue los pasos publicados en http://lists.otrs.org/pipermail/otrs/2009-March/025925.h...

leocertuche

Thanks for your quick reply diginin,

I'll let my team know the bad news. Any chance this will be possible on 3.0 version?

Thanks again,

leocertuche

Hi there,

Here's a simple question for you otrs-experts:

Is it possible to show different freetext fields on the customer interface depending on the customer logged or depending on the service he chose? If yes, is it using ACLs? Any example would be more than welcome!

Thanks in advance,

leocertuche

Thanks for your answer ferrosti,

I'll give it a try to the procedure you suggested and let you know (though the error stopped occuring)

leocertuche

Cuenten con mi colaboración! Seguiré visitando constantemente este nuevo foro

leocertuche

Hello there!, We're facing a problem with OTRS that hopefully you'll help us resolving, here is the description: We're running OTRS 2.4.5 on a openSUSE 10.3 (i586). It's been working great since last year but today users started to experience the following weird behavior: Clicking on any button the ...

leocertuche

Hey there!

I'm glad now there's and english-speaking version of this forums. FYI, there is also an spanish version of it at http://soporte-es.co.cc/

Cheers,

Leonardo Certuche
itconsultores.com.co

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