Znuny and ((OTRS)) Community Edition

manoj99

Great. Thanks for providing the info

manoj99

Do we have that in OTRS V5. I don't see any module in OTRS Admin page or am I missing something?

Can you please send any references pertaining to it for OTRS V5.

M.

manoj99

Hi,

I'm trying to import OTRS V5 tickets to CSV File. Is there any command that can run through OTRS Admin Console or is that done through SQL query.

Please let me know your inputs.

Thanks,
M.

manoj99

Hi Roy, I changed apache to be the primary group of otrs user but still see the write permissions error on /opt/otrs/var/tmp/CacheFileStorable/*/* [root@hostname]# id apache uid=297(apache) gid=394(apache) groups=394(apache),48(apache) [root@hostnamef]# id otrs uid=1343(otrs) gid=394(apache) groups=...

manoj99

Thank you Roy. That should help.

manoj99

Hello, I'm currently running OTRS 5 on CentOS + mod_perl + httpd + SeLinux enabled. I have been getting permissions issues Can't write /opt/otrs/var/tmp/CacheFileStorable/User/4/3/43756e2a56122933ea501d9067d74c58 if the user permissions are otrs:apache then it is able to write but the permissions ch...

manoj99

Hi Roy,

Sorry for the trouble, Like what in general do you mean by SeLinux profile. Is it a local policy?

Can you provide an example.

Thanks,
M

manoj99

Hi Roy,

So with SeLinux enabled, how would we create a profile or what exact label and which specific dir path should have it for share memory?

Thanks,
M

manoj99

Hi Roy, Thanks for the reply. I'm acutally looking for a permanent sol than just setting it to permissive. However, I couldn't find any SeLinux denials messages with journalctl -t setroubleshoot. Would like to know if that's a bug in OTRS with SeLinux enabled for shared memory or something else. Tha...

manoj99

Hello, We recently migrate our OTRS application to CentOS 7 from SUSE 11. Our new environment stack - CentOS 7 + SeLinux + httpd + mod_perl. I have recently found that, when a system reboot occurs, we see the below error on logs which would in turn make system log, Agents, Groups and Fetch Mail stop...

manoj99

Hi Emin,

I was able to retrieve the size per year through a similar query

Code: Select all

select extract(year from create_time) YEAR ,SUM((length(content)/1024/1024)) SIZEINMB FROM article_attachment GROUP BY extract(year from create_time);

Thanks,
Manoj.

manoj99

Hi Emin,

We store Articles in DB

Thanks,
Manoj.

manoj99

Hi all,

Is there any way we could search the Ticket's size for an year.

Let say, if I wanted to know the Tickets for 2020. Can I get tickets size for that particular year from OTRS Admin interface or from cli.

Any help is appreciated.

Thanks,
Manoj.

manoj99

Manoj, I just checked your post again and have some questions: 1.) You wrote "Also, I see /opt/otrs/var/article filled with all the attachments." and I assume the data was properly migrated. 2.) When you said "I noticed that the Article table was shrunk drastically but not the articl...

manoj99

Permissions should only be set with the otrs.SetPermissions.pl script unless you know you're doing. Don't change the Config.pm. Use the system configuration instead for these kinds of settings. StorageModule is for new articles. Even if set wrong, it wouldn't explain why the articles don't move whe...

manoj99

Hi Manoj, What is the output if you just start migrating old tickets: bin/otrs.Console.pl Admin::Article::StorageSwitch --tickets-closed-before-days 1000 --target ArticleStorageFS --tolerant Please adjust the 1000 to a value what matches your system. - Roy Hi Roy, I have executed the script you men...

manoj99

Thanks Emin for the response. I have 750 permissions on /opt/otrs/var with otrs as user and apache as the group On article folder I have sticky bit.. so seems like the permissions are fine. Like I mentioned earlier, the debug statement mentions ArticleStorageDB, though I have given ArticleStorageFS ...

manoj99

Hi, I retried to move Article Storage from ArticleStorageDB to ArticleStorageFS using the following script by cleaning up the previously moved articles. shell> bin/otrs.Console.pl Admin::Article::StorageSwitch --target ArticleStorageFS. I have mentioned below modules in config.pm and the GUI sysconf...

manoj99

Hello, I'm trying to migrate Article Storage from DB to FS and I ran the below script shell> bin/otrs.Console.pl Admin::Article::StorageSwitch --target ArticleStorageFS It took my almost half a day to get this script done. However, I noticed that, the Article table was shrunk drastically but not the...

manoj99

Our current stack is as follows - CentOS 7.8 with Oracle 19c version. We had issues migrating from v5 to v6 and we fixed them for the migration to complete: 1. LOB extension 2. uncomment Timzone in /opt/otrs/scripts/DBUpdateTo6/TaskConfig/MigrateTimeZoneConfiguration.yml 3. rename triggers and seque...

manoj99

Thank you. I was able to compile the DataTime::TimeZone but the perl modules still shows missing on the support data collector though I have cleaned the cache using bin/otrs.Console.pl Maint::Cache::Delete I have attached screenshots for ref where it shows I have everything needed on the box but sho...

manoj99

Hello, I've recently installed OTRS V6. When I run the CheckModules.pl from the cli , I see all the required perl modules are installed but The support data collector on admin page shows missing perl modules though I have compiled modules and installed locally on the box. I suspect I'm missing some ...

manoj99

Thanks Flo. That worked.

manoj99

Hello Emin,

I tried installing and installing the FAQ Module but still throws an error even after running Cache Delete and Rebuild after uninstalling.

2. I dont have any SysConfig for FAQAcces/FAQ.

Please advice

Thanks,
M.

manoj99

Hello, By any chance is there a way to change the MailAccountFetch Daemon execution time. I know its for every 10 minutes by default, but wanted it for every 5 minutes. And Also I noticed that it is not fetching emails which are arrived until 6th minute per execution period. For instance, if its bet...

manoj99

I was missing including /usr/bin in envt variable under /etc/sysconfig/httpd for apache to access the OS Libraries.

Thanks everyone and sorry for updating so late.

Best,
M.

manoj99

Hello Mano, Try to execute this command as the OTRS user: /opt/otrs/bin/otrs.Console.pl Maint::Config::Rebuild --cleanup and restart the web server. Best regards Emin Edit: Just saw that you're using OTRS 5. Try to remove the parameter. Hello Emin, I have tried using without parameter, but I still ...

manoj99

Thanks for the response. Its still the same. I have ran the command and deleted the binary files that are being created by apache. But stilll I find that in logs. Is there anything else that I can try. FYI, command - bin/otrs.Console.pl Maint::Config::Rebuild --cleanup-user-config for V5 OTRS. Best,...

manoj99

Hello, I wanted to completely get rid of FAQ Module so I have uninstalled FAQ Package from the admin page which also said that it deletes the tables. But, even after deleting the cache from otrs shell (bin/otrs.Console.pl Maint::Cache::Delete) and restarting the apache ,I still see the error in my o...

manoj99

Hello, Im currently running OTRS 5 with SeLinux enabled on CentOS. When I visit Agents ,Groups, Roles I have this error popping up on the OTRS Admin page. Can't use an undefined value as a SCALAR reference at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1651. and in the otrs logs I see this --> [Err...

manoj99

Hello, I wanted to completely get rid of FAQ Module so I have uninstalled FAQ Package from the admin page which also said that it deletes the tables. But, even after deleting the cache from otrs shell (bin/otrs.Console.pl Maint::Cache::Delete) and restarting the apache ,I still see the error in my o...

manoj99

Hello, I'm currently running OTRS 5 with SeLinux enabled on CentOS7. When I visit Agents ,Groups, Roles I have this error popping up on the OTRS Admin page. Can't use an undefined value as a SCALAR reference at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1651. and in the otrs logs I see this --> [E...

manoj99

Thanks for your response.

manoj99

Hello,

When is OTRS v5 and OTRS v6 EOL ?

Thanks,
Manoj

manoj99

Yes, under /opt/otrs , the directory permissions are 750 and files has 640 with otrs as an user and apache as a admin and webgroup. So, I think OTRS is happy with the permissions.

All I need is a solution for the use case mentioned above.

manoj99

Thanks for the reply Emin. thats actually a good solution but Im setting up SeLinx labels: For, Home dir (/opt/otrs) it needs sys_content(read only) excluding some folders under /opt/otrs/var that needs rw_content and .pl files that need exec permissions. So, if I use skip-regex that would intent to...

manoj99

Hello, I'm trying to develop a simple if condition clause for my otrs.SetPermissions.pl file so that it would set permissions for /opt/otrs/ exlucding or ignoring few paths i.e /opt/otrs/scripts /opt/otrs/var/tmp/Article /opt/otrs/var/tmp/Ticket .. .. or may be passing a variable that matches to ign...

manoj99

Im using CentOS7 with SeLinux on permissive mode(dealing with Permissions to get it on enforcing mode simultaneously). Current folder permissions, drwxr-x---. otrs apache system_u:object_r:httpd_sys_content_t:s0 Custom drwxr-x---. otrs apache system_u:object_r:httpd_sys_content_t:s0 doc drwxr-x---. ...

manoj99

Those two commands were able to execute from the shell. When I clicked on Support Data Collector from the OTRS Admin page, I see these logs on apache Can't exec "df": No such file or directory at /opt/otrs//Kernel/System/SupportDataCollector/Plugin/OS/DiskSpacePartitions.pm line 41. -e: Ca...

manoj99

Yes. But, how do we get that info from . Should we have some perl module or configure anything at OS level or within OTRS source code ? If so, where exactly should we do that to get that info

manoj99

Hello,

How can we load Kernel Version in Operating System section for DataSupportCollector for OTRS v6? In other words, what part of the source code has to be manipulated to fetch Kernel Version details.

Thanks,
Manoj.

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