Search found 10031 matches

by crythias
30 May 2019, 07:38
Forum: Help
Topic: Error: Data was only readable pure-perl YAML module every time trying to deploy any change on SysConfig
Replies: 4
Views: 150

Re: Error: Data was only readable pure-perl YAML module every time trying to deploy any change on SysConfig

Just another bit ... It's likely trying to read a config file that has invalid syntax. make sure you have a backup of your Config Files folder. You may try rebuilding config from command line. If you're sure you've got a good backup and if you're adventurous, find the file that has that information ...
by crythias
29 May 2019, 16:51
Forum: Help
Topic: Change Dashboard colour
Replies: 2
Views: 84

Re: Change Dashboard colour

better: create your own .css file and add it in the sysconfig.
by crythias
29 May 2019, 16:43
Forum: Help
Topic: Problem with Locked Ticket Follow-Up (message log)
Replies: 2
Views: 79

Re: Problem with Locked Ticket Follow-Up (message log)

I'm not familiar with a "blocked" ticket ... I wonder if there's a setting or add-on that is enabled to prevent followups.
by crythias
29 May 2019, 16:12
Forum: General
Topic: The database relation between Dynamic Fields and tickets in OTRS 6
Replies: 4
Views: 192

Re: The database relation between Dynamic Fields and tickets in OTRS 6

otrs-dynamicfield6.png This is from v6 schema png dynamic_field_value.object_id is the ticket id or the article id dynamic_field_value.value_text, value_date or value_int is the value of the field related to the dynamic_field.field_type dynamic_field.name is the shortname/fieldname (DynamicField_na...
by crythias
29 May 2019, 15:51
Forum: General
Topic: Two-factor authentication and USB-token
Replies: 2
Views: 147

Re: Two-factor authentication and USB-token

Right now, the built-in 2FA time based OTP is Google Auth.
The Yubico Authenticator app can be used to provide the OTP code while inserted.

Unfortunately, it doesn't currently interact with the USB key's own OTP.
by crythias
22 May 2019, 06:34
Forum: General
Topic: OTRS update 5 to 6 issue
Replies: 1
Views: 148

Re: OTRS update 5 to 6 issue

I don't have enough information to be able to fix. The short answer appears to be that the column "Subject" is not being filled with a value. The columns that are filled are: name, valid_id, comments, create_by, create_time, change_by, change_time "Subject" is missing, and (apparently) according to ...
by crythias
13 May 2019, 23:24
Forum: Help
Topic: Some Email Addresses Not to Receive Auto Response
Replies: 2
Views: 141

Re: Some Email Addresses Not to Receive Auto Response

Use Postmaster filter and set x-otrs-loop 1
by crythias
13 May 2019, 23:19
Forum: General
Topic: Ticket Reply always adds creation timestamp in ticket history
Replies: 5
Views: 201

Re: Ticket Reply always adds creation timestamp in ticket history

oh ... By the way, if you reply to the article, you're going to reply to the timestamp of the article. So, yes, this is the same as if you hit reply on a year-old email. It would say, "On that time, a year ago, the year-old article, written at that date and time, said:" You wouldn't expect the date/...
by crythias
13 May 2019, 15:32
Forum: General
Topic: Ticket Reply always adds creation timestamp in ticket history
Replies: 5
Views: 201

Re: Ticket Reply always adds creation timestamp in ticket history

if you feel it's a bug, submit it, but also look to updating to the most recent release of otrs v6 just in case this issue has been reported and repaired.
by crythias
12 May 2019, 17:18
Forum: OTRS Developers
Topic: [SOLVED] Help to configure development environment in otrs 6.0.15
Replies: 2
Views: 130

Re: Help to configure development environment in otrs 6.0.15

The public facing documentation, along with the code itself, is what is generally available to you. https://doc.otrs.com/doc/manual/developer/6.0/en/html/index.html This forum has some documentation on how to do some things. When you ask about developing your own modules, it really depends on what y...
by crythias
11 May 2019, 07:08
Forum: Help
Topic: XML in otrs 6
Replies: 5
Views: 153

Re: XML in otrs 6

Based upon https://github.com/OTRS/otrs/blob/59e794f5a94d9a5fd5612a461affe6c916fc98ef/Kernel/Config/Files/XML/Ticket.xml#L7506 the top part of your xml file might look like: <?xml version="1.0" encoding="UTF-8"?> <otrs_config init="Application" version="2.0"> <Setting Valid="1" Required="0" Name="Fr...
by crythias
11 May 2019, 06:46
Forum: General
Topic: Template permissions in OTRS 6.0.17
Replies: 2
Views: 201

Re: Template permissions in OTRS 6.0.17

Create and populate a group with such users.

Edit Config Settings in Ticket → Frontend::Admin::ModuleRegistration
Frontend::Module###AdminTemplate

Under Group, add (click [+]) for a blank entry and type the group name.

Save/deploy.
by crythias
11 May 2019, 06:37
Forum: General
Topic: Process Management: Article Field Generating Ticket
Replies: 7
Views: 284

Re: Process Management: Article Field Generating Ticket

Probably process management, especially if your process management is generating the ticket.
by crythias
11 May 2019, 06:35
Forum: Help
Topic: Auto assign CustomerID when creating new mail ticket
Replies: 6
Views: 259

Re: Auto assign CustomerID when creating new mail ticket

If I send an email to someone who hasn't a CustomerID and this person happen to reply to this email, it doesn't create that CustomerID. This makes sense. They didn't create a ticket. This is just an add to an existing ticket. My OTRS setting PostMaster::NewTicket::AutoAssignCustomerIDForUnknownCust...
by crythias
03 May 2019, 23:45
Forum: General
Topic: Statistics
Replies: 1
Views: 114

Re: Statistics

That worked for me when I ran it...
Create 03/01/2019 - 03/31/2019
Closed 04/01/2019 - 04/30/2019

You have to run it.
by crythias
03 May 2019, 23:33
Forum: General
Topic: Process Management: Article Field Generating Ticket
Replies: 7
Views: 284

Re: Process Management: Article Field Generating Ticket

Notifications follow the rules of ticket/article followups. If you don't want it to create a notification, you will need to either set a field that doesn't make the critieria work, or adjust the notification criteria to ignore based upon the article data. Also, you may wish to include some data in B...
by crythias
03 May 2019, 23:22
Forum: Help
Topic: Auto assign CustomerID when creating new mail ticket
Replies: 6
Views: 259

Re: Auto assign CustomerID when creating new mail ticket

OTRS is not intended to be a mass mailer.
To the point of this thread, there is no issue to send an email to a person that does not exist within OTRS. If they reply, they'll do your work for you.
by crythias
23 Apr 2019, 20:59
Forum: Help
Topic: Can't call method "Delta"
Replies: 3
Views: 123

Re: Can't call method "Delta"

The line in question: my $Delta = $TicketCreatedDTObj->Delta( DateTimeObject => $Kernel::OM->Create('Kernel::System::DateTime') ); It can't do ->Delta on an undefined object. This means $TicketCreatedDTObj is undefined. $TicketCreatedDTObj is based upon: my $TicketCreatedDTObj = $Kernel::OM->Create(...
by crythias
22 Apr 2019, 14:28
Forum: Help
Topic: How to set automatic cascade of multiple timed messages?
Replies: 2
Views: 104

Re: How to set automatic cascade of multiple timed messages?

Notifications based upon event (and/or Generic Agent with notification) and criteria of last change, state, and maybe a Dynamic Field. IF the state is open and last change more than 3 days ago and DynamicField AutomatedSpam's value is "FirstNotification" THEN Send Message "Spam notification 1" and s...
by crythias
19 Apr 2019, 22:35
Forum: General
Topic: Office 365 authentication error
Replies: 4
Views: 268

Re: Office 365 authentication error

Maybe set up a connector in Office365 that allows your OTRS WAN IP address without authentication.
by crythias
19 Apr 2019, 22:33
Forum: General
Topic: Configure Yahoo Email
Replies: 2
Views: 111

Re: Configure Yahoo Email

You probably should consider not using yahoo and have a real email address mx to otrs.
by crythias
16 Apr 2019, 05:52
Forum: General
Topic: reCAPTCHA v2 install on OTRS 6.0.17 (Centos 7)
Replies: 3
Views: 148

Re: reCAPTCHA v2 install on OTRS 6.0.17 (Centos 7)

note the new stuff for v2:
https://metacpan.org/pod/Captcha::reCAPTCHA

get_html_v2 vs get_html
check_answer_v2 has a new format:
my $private_key = 'my_secure_key';
my $result = $rc->check_answer_v2($private_key, $response, $ENV{REMOTE_ADDR});

as for the slider ... maybe I can check another time.
by crythias
16 Apr 2019, 05:38
Forum: General
Topic: OTRS Random ticket generation
Replies: 3
Views: 112

Re: OTRS Random ticket generation

Is it fetched? Then make sure it deletes upon fetched/POP'd. Maybe remove manually from inbox.
by crythias
11 Apr 2019, 16:25
Forum: OTRS Developers
Topic: Dynamic Fields
Replies: 19
Views: 457

Re: Dynamic Fields

That would be in the template. Maybe.
by crythias
11 Apr 2019, 15:27
Forum: Help
Topic: [SOLVED] Can't send message: 452Start mail input; end with <CRLF>.<CRLF>
Replies: 3
Views: 148

Re: Can't send message: 452Start mail input; end with <CRLF>.<CRLF>

This has been answered multiple times in this forum. Typically it's an empty SenderEnvelope.
by crythias
11 Apr 2019, 15:19
Forum: General
Topic: Preview ticket by customer
Replies: 3
Views: 130

Re: Preview ticket by customer

Make sure the appropriate PreviewArticleSenderTypes include agent
Ticket::Frontend::Overview::PreviewArticleSenderTypes
by crythias
08 Apr 2019, 20:04
Forum: General
Topic: Preview ticket by customer
Replies: 3
Views: 130

Re: Preview ticket by customer

make sure the operator's side isn't adding content as "Internal" ... that would hide from the customer side.
by crythias
08 Apr 2019, 19:58
Forum: Help
Topic: Distribution of incoming and outgoing email to group members
Replies: 2
Views: 119

Re: Distribution of incoming and outgoing email to group members

incoming: notifications enabled for the queues of which the agents are members of.
Outgoing: Generally it's not recommended for agents to reply via email.

OTRS Business Edition supports it, but the community version is based around agents using the web interface to manage tickets.
by crythias
08 Apr 2019, 19:55
Forum: Help
Topic: How to run a report to check all closing tickets
Replies: 1
Views: 94

Re: How to run a report to check all closing tickets

You'll perhaps need to explain the criteria for selection of tickets (state? time period?) and what fields represent the output desired.
by crythias
31 Mar 2019, 22:48
Forum: General
Topic: Errors in log after fresh installation
Replies: 2
Views: 122

Re: Errors in log after fresh installation

Make sure you have the basic perl packages installed as well. Check the docs.
(No, not just OTRS required ones, but the basic perl package).
by crythias
31 Mar 2019, 22:45
Forum: Help
Topic: Login Failure with active directory
Replies: 8
Views: 262

Re: Login Failure with active directory

what do you have for your Customer Map?

https://github.com/OTRS/otrs/blob/3cf48 ... s.pm#L1609
by crythias
31 Mar 2019, 03:30
Forum: General
Topic: Database connection issues
Replies: 4
Views: 159

Re: Database connection issues

fullhouse wrote:
27 Mar 2019, 10:04
I was hoping this might be a known issue within otrs because I can't figure out a way to solve it troubleshooting mysql issues.
No, it's most probably mysql. OTRS is doing something that exceeds MySQL parameters.
wurzel wrote:
26 Mar 2019, 19:21
min package size is wrong
by crythias
31 Mar 2019, 03:26
Forum: Help
Topic: Web service ticket creation fails to include CustomerID or Reply options
Replies: 2
Views: 116

Re: Web service ticket creation fails to include CustomerID or Reply options

However when the ticket is opened by agent, there is no "Reply" option and none of the queue's normal templates are available. Reply works if ... Ticket is unlocked or Ticket is locked and current agent is owner or responsible and Article is "from" customer. Should have customer_id attached. Push i...
by crythias
31 Mar 2019, 03:20
Forum: Help
Topic: Login Failure with active directory
Replies: 8
Views: 262

Re: Login Failure with active directory

otrs/index.pl <-- agent login
otrs/customer.pl <-- customer login
by crythias
30 Mar 2019, 23:14
Forum: Help
Topic: How to edit the customer history in new tickets
Replies: 3
Views: 136

Re: How to edit the customer history in new tickets

You might check Edit Config Settings in Ticket → Frontend::Agent::TicketOverview
Ticket::Frontend::OverviewSmall###DynamicField
by crythias
30 Mar 2019, 23:02
Forum: Help
Topic: Login Failure with active directory
Replies: 8
Views: 262

Re: Login Failure with active directory

Mar 30 20:05:25 localhost OTRS-CGI-53[1476]: [Error][Kernel::System::User::UserAdd][Line:376]: Need UserEmail! <-- talm doesn't have an email in the "mail" attribute. Can't create user 'talm' (CN=tal moshe,OU=users,OU=Israel,OU=domain,DC=domain,DC=corp) in RDBMS! # AuthSyncModule::LDAP::UserSyncMap ...
by crythias
30 Mar 2019, 16:03
Forum: Help
Topic: Import DynamicFields
Replies: 10
Views: 223

Re: Import DynamicFields

Please note that this forum cannot support third party add-ons. Please contact the vendor.
https://otrsaddons.com/products/importe ... amicfields
by crythias
29 Mar 2019, 22:22
Forum: Help
Topic: Can't call method "Delta"
Replies: 3
Views: 123

Re: Can't call method "Delta"

https://github.com/OTRS/otrs/blob/080bf4048756ab850b61ff18f0afb3c3a6b6074e/Kernel/System/Ticket.pm#L1354 Basically, it looks like (somehow) the $TicketCreatedDTObj of 1347 didn't get a value or "set" properly, so it was "null" and Delta can't be a part of "null" as an object. It seems the database ...
by crythias
29 Mar 2019, 22:13
Forum: Help
Topic: automate recieved Mail Domain to custommerID?
Replies: 2
Views: 117

Re: automate recieved Mail Domain to custommerID?

Postmaster Filter can set that.
by crythias
29 Mar 2019, 22:12
Forum: Help
Topic: Can I make the agent's from email change per queue?
Replies: 1
Views: 86

Re: Can I make the agent's from email change per queue?

Check the queue itself for system addresses.
by crythias
29 Mar 2019, 22:08
Forum: General
Topic: tickets to right queue
Replies: 7
Views: 787

Re: tickets to right queue

acl is what humans do. postmaster filter is what email does. If your customer is submitting a ticket via the customer portal, then the customer should only see appropriate queues possible for the customer. if your customer is submitting a ticket via email, then postmaster filter should handle it bas...
by crythias
29 Mar 2019, 15:00
Forum: General
Topic: tickets to right queue
Replies: 7
Views: 787

Re: tickets to right queue

ACL might help.
if customer_id=CNL
Possible Queue=COC
by crythias
29 Mar 2019, 06:36
Forum: General
Topic: [SOLVED] OTRS PostMaster filter
Replies: 2
Views: 176

Re: OTRS PostMaster filter

Try this:

Code: Select all

Task:\s*(?<task>.*)\nType of Business:\s*(?<typeofbusiness>.*)\nService Type:\s*(?<servicetype>.*)\n
https://www.regexpal.com/?fam=108643 (add a carriage return on the last entry).

You might put this in the Substitution line:

Code: Select all

\nTask: $1\nType of Business: $2\nService Type: $3\n\t
by crythias
29 Mar 2019, 05:54
Forum: Help
Topic: Default state not working in activity dialog
Replies: 8
Views: 293

Re: Default state not working in activity dialog

1C is chooseable still? I know that should be implied, but I'm just asking ... If nothing else, you could inject javascript (though I'm struggling to push this.) Frontend::Module###AgentTicketProcess (unless it's customer ...) document.getElementById('StateID').value="4" (Based upon the StateID. Com...
by crythias
27 Mar 2019, 21:40
Forum: General
Topic: OTRS 6.0.8 versus 6.0.16 SMTP O365 Problem
Replies: 7
Views: 416

Re: OTRS 6.0.8 versus 6.0.16 SMTP O365 Problem

CentOS 7 seems to be maxed at 1.94, but Open Fusion has at least 2.027
https://centos.pkgs.org/7/openfusion-x8 ... h.rpm.html
by crythias
27 Mar 2019, 21:33
Forum: Help
Topic: Default state not working in activity dialog
Replies: 8
Views: 293

Re: Default state not working in activity dialog

I can't seem to replicate this.
Make sure it matches case. Might want to copy/paste from the states interface.

I added "State" as a field and "open" as default and it did say "Next ticket state: open"
Make sure ACL and permissions don't block the state.
by crythias
20 Mar 2019, 21:53
Forum: Help
Topic: Default state not working in activity dialog
Replies: 8
Views: 293

Re: Default state not working in activity dialog

What are you attempting to accomplish?
Do you want to get the current state?
State or <OTRS_TICKET_State>
Do you want to set the state?
Transition Action StateUpdate
by crythias
17 Mar 2019, 18:25
Forum: Help
Topic: tickets with problematic StateUpdate events
Replies: 3
Views: 142

Re: tickets with problematic StateUpdate events

There's no reason that new can't go straight to pending from the pending menu item.

The only potential things that can help are the create_time of the history being out of sanity check (for this ticket) where February 1 is different from February 7.