Znuny and ((OTRS)) Community Edition

VCSousa

Hi dacare,

I think that the easier way and probably, the one with less mistake probably, is to work the costs after report extraction.

So you can implement all the services, and have a template, in excel to work the costs based on Service field.

VCSousa

Hi jsubhi,

Check this config on Sustem Config: QuickClose::QueueMove

VCSousa

Hi everyone,

Hope to find you well on this days

https://prnt.sc/10c2ebb

Is it possible to change the dropdown from OnMouseHover to OnClick?

Can someone give me an hint?

VCSousa

Thanks again Emin,

I change the post to Solved.

VCSousa

I insert it on /opt/otrs/Kernel/Config/Files/XML/Ticket.xml I know that are not correct, and i should use a custom xml, but when we start and i was learning, it was how managed to put some custom widgets working. It will be solve on the midle of the year when we plan to rebuild our OTRS. I changed t...

VCSousa

Hi Emin,

Hope to find you well

Many thanks, one more time.

One more thing, I already have an iframe in use, and i need another one, but on sysconfig we only have one. Where is the file that i can find to duplicate the definition for ###0301-IFrame per example.

VCSousa

Hi everyone,

Is there a way, to create links to open a process ticket directly?

We have around 30 processes, and would be helpfull, have a custom widget, in html with iframe to put on dashboard or a dropdown menu on nav to directly open a specific process.

VCSousa

Yes, i know. What you can do is, after you close a ticket, by some criteria, with a GA, transform it to a process ticket (Closed already) where the process, are just a flow to reopen it on customer view. If the customer reopenit, another GA to push the ticket back from a process to a normal ticket. ...

VCSousa

Maybe you can workaround with a process ticket. If a ticket is a process, even after closed you can give it a Customer Activity Diaologue that allow to put a note and change the state. You can create a process only for this, and with a Generic Agent finding the closed tickets and maybe some more cri...

VCSousa

With some searching, i realized that, the Module REST::Client, was installed, with root and not acessible to OTRS user. With this, I have installed it again, with otrs user on CentOS. With this. Everything is working now. With time, i will do a catch to all the codes and publish it here as a Solutio...

VCSousa

When I run the shell script with ticketID manually from the command line. All executes well.

If i run from generic agent, the shell script runs well and collect all the information, but the Perl script, gives me the follow error:

VCSousa

I solve it by adding this on perl script right after "use utf8;":

use Encode;
@ARGV = map { decode( 'utf8', $_ ) } @ARGV;

VCSousa

Updating this, I developed a Shell script to be runned by GA. The shell script take the TicketID passeb by GA and execute a Curl request as TicketGet and process the data to save on a Var the ConfigItemID (That are on a DynamicField). With the ConfigItemID, the shell script execute another Curl requ...

VCSousa

I got this error when trying to execute the script from Generic Agent CMD. I have already CPAN REST::Client installed Can't locate REST/Client.pm in @INC (@INC contains: /opt/otrs /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5...

VCSousa

I already figured it out how to use Args on Perl and pass it to the script.

Can I pass directly, by a TAG maybe, the DynamicField in the Generic Agent?

VCSousa

Hi Skullz, Thanks in advance by all the help provided. Abou the firt point, i already use that Addon, and thats not the problem how I get the info to use. I have no idea how to build a module, and my knowledge with perl is not my key. About running the script, with args, can you, or someone, give me...

VCSousa

I saw this. Is it possible, run it as a command. What trigger it, for now, is not important (I have to redesign some processes to it). What I wanted to is, as arguments, pass the ID, Name and DeplState.

https://forums.otterhub.org/viewtopic.php?t=32538

VCSousa

I already passed this errors.

The problem was on Config Item used, that had an error on DB about my experiments :O

It is possible make this script run with GenericAgent?

VCSousa

The error no HTTPD are:

Code: Select all

[Wed Jan 27 11:07:56.243637 2021] [:error] [pid 31873] Can't use string ("") as a HASH ref while "strict refs" in use at /opt/otrs//Kernel/GenericInterface/Operation/ConfigItem/Common.pm line 745.\n

About the debug is:

VCSousa

I already tried. The error is now: [root@PT01NS19 ~]# ./rest2 malformed JSON string, neither tag, array, object, number, string or atom, at character offset 0 (before "<!DOCTYPE HTML PUBLI...") at ./rest2 line 106. The line 106 are the "my $Data2 = decode_json $ResponseContent2;"...

VCSousa

Skullz, A many thanks for the work. I think that i'm very close to the solution. Now i'm getting an error about enconded text: [root@PT01NS19 ~]# ./rest2 Update Response was: $VAR1 = { 'Error' => { 'ErrorCode' => 'ConfigItemUpdate.InvalidParameter', 'ErrorMessage' => 'ConfigItemUpdate: ConfigItem->C...

VCSousa

The error keeps the same.

VCSousa

--- Debugger: DebugThreshold: debug TestMode: '0' Description: '' FrameworkVersion: 6.0.17 Provider: Operation: ConfigItemCreate: Description: '' MappingInbound: {} MappingOutbound: {} Type: ConfigItem::ConfigItemCreate ConfigItemDelete: Description: '' MappingInbound: {} MappingOutbound: {} Type: ...

VCSousa

ERROR: GenericInterfaceProvider-78 Perl: 5.16.3 OS: linux Time: Tue Jan 26 13:10:31 2021 Message: DebugLog error: Summary: Could not read input data Data : No data provided. RemoteAddress: 10.35.3.19 RequestURI: /otrs/nph-genericinterface.pl/Webservice/CMDBConnector/ConfigItemUpdate/16 Traceback (2...

VCSousa

Skullz,

I'm getting now an error 500.

[root@PT01NS19 ~]# ./rest2
Request failed, response code was: 500

VCSousa

Hi Skullz, Thanks for trying help. I'm trying your script and giving this error: [root@PT01NS19 ~]# ./rest2 Can't locate REST/Client.pm in @INC (@INC contains: / /root/perl5/lib/perl5/5.16.3/x86_64-linux-thread-multi /root/perl5/lib/perl5/5.16.3 /root/perl5/lib/perl5/x86_64-linux-thread-multi /root/...

VCSousa

Many thanks Roy, i'll wait

Don't worry about the time

VCSousa

Hi Roy,

Yes, I already tried with 0 and 1 on that.

VCSousa

Hi Roy, So, i think I got some info about this errors. The error no error.log about "" HASH, after some tests with your configuration, i realize that the error is about other fields of Config Item that are empty but not used on the case to update. That config item is about a laptop and som...

VCSousa

One example, if i change the script on Deployment state to "002. Produção", it gives me erro because that DeplState doesn't exist, and its true. So it recognize the existence of that DplState (001. Produção).

VCSousa

Hi Roy,

Thanks in advance. The only error, related to this, on /etc/httpd/logs/error_log are that lines.

The IncState and DeplState are right, i don't know if the problem comes on Deployment State with the dot and space, but inside quotes, it wasnt to happen.

VCSousa

VCSousa

The log on system log are:

[Mon Jan 25 12:01:50.602808 2021] [:error] [pid 31053] Can't use string ("") as a HASH ref while "strict refs" in use at /opt/otrs//Kernel/GenericInterface/Operation/ConfigItem/Common.pm line 745.\n

VCSousa

Hi everyone, Hopes of a good weekend for all of you. I made some advances on this. And I already could get some answers from otrs via Curl with Rest WebService. I can acomplish a good answer with ConfigItemGet with response of all data about the configitem. Now, I wanted to updated it and there i'm ...

VCSousa

I already got me to this:

How can I go further this (What should I add on URL) and how can I trigger it from a process.

VCSousa

Hi Alexus,

I know, but i don't understand how can I use the web service. At really, i dont understand nothing about WebServices and API's.

Can you give me a litle guide how can I do it?

VCSousa

Hi everyone,

Hope to find you well on this days.

I want to update a configitem deplyoment state. This configitem are related with a process. There is some way to update deployment state?

By command line with a script? WebService? Generic Agent? Addon?

Can some one give me some lights about it?

VCSousa

Hi root,

Problem solved. Thanks by the hint. I could readapt to the name instead ConfigItemID.

Close.

VCSousa

Someone can help?

VCSousa

Hi everyone,

Hope to find you well on this hard days.

Can someone give me an help?

I want that, every row on configitem overview to be a link where i can use CTRL or mousewheel to open it in a new tab. Can someone give me some lights were i can code it?

VCSousa

Bom dia,

Podes utilizar os Postmaster Filters para efetuar ignore a esses casos específicos.

VCSousa

Thanks Crythias,

But what i wanted are the pop up notifications, for browser, like news websites does, for tickets oppened, updated, etc..

VCSousa

Hi everyone,

Is it possible to delivry Browser Pop-Up notifications to the Agents?

Thanks in advance,
Rúben

VCSousa

I find my self the solution on system config you have "AttachmentDownloadType" that can be inline to open on browser.

VCSousa

Hello everyone, Hope find you well on this pandemic days. Keep you safe ;) I'm trying to configure MIME-Viewer to open Attached PDF on Browser but without success. Someone knows how this work? Or what can I do to pass this? I dont need exactly to do it with MIME-Viewer. I only want to put otrs openi...

VCSousa

Hi roy,

thanks in advance. It's solved, can be closed.

VCSousa

Hi everyone,

Can I extract somewhere the email Header to track it? Sometime we have some problems on our servers and we need to track the header to try understand where he stopped or lagged.

Thanks in advance,
Rúben Sousa

VCSousa

Hi,

I strugled the last days with this. You have a Email Address/System Addres equal to the email configured on that settings?

Try with:
Protocol: SMTPTLS
Port: 587
Sendmail AuthUser should be created (Dont need to be in use) on Email Address

https://prnt.sc/udorae

VCSousa

Hi everyone, I need to put my otrs creating recurring tickets. I know that I can do a cront with an email be sent but my boss don't like this solution. So I have seen this https://forums.otterhub.org/viewtopic.php?f=53&t=32070 Can someone help me to put it working? I don't understand so much how...

VCSousa

For now, the only thing that I have change only with pure CSS are this one.

I have other small things but includes JS changes too.

Also I'm trying to make it work what I talked with you about change the background of DynamicFields on TicketZoom based on them values.

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