Search found 9932 matches

by crythias
08 Mar 2018, 15:39
Forum: General
Topic: Filter issue with double queue
Replies: 1
Views: 629

Re: Filter issue with double queue

to disable a filter, among other ways, can be to include a filter it can't match.
by crythias
08 Mar 2018, 15:37
Forum: Help
Topic: Run Postmaster Filter Against a Que
Replies: 3
Views: 458

Re: Run Postmaster Filter Against a Que

This is an ancient topic. Perhaps you might create a new one.
But the short answer is they work differently. Once you've created a Generic Agent you don't need to create a PostMaster Filter.
by crythias
15 Feb 2018, 21:50
Forum: Help
Topic: Get Customer Username/Login for article
Replies: 5
Views: 543

Re: Get Customer Username/Login for article

Unfortunately, I don't have current knowledge or working of OTRS v6. I can't effectively answer the question.
by crythias
12 Feb 2018, 19:42
Forum: Help
Topic: New Email Link / Template
Replies: 2
Views: 313

Re: New Email Link / Template

OK, only because this sounds familiar, may I point out http://forums.otterhub.org/viewtopic.php?f=60&t=38844 ? I'm not saying this applies to you except that perhaps instead of StateID use ArticleTypeID And it's not perfect because the TypeID varies with the interface. But if you say Template=X = Ar...
by crythias
10 Feb 2018, 00:41
Forum: Help
Topic: Help setting a minimum of time units
Replies: 4
Views: 416

Re: Help setting a minimum of time units

Just a heads up that negative values are also allowed, especially important to adjust invalid time entries. Note that if you're always requiring positive entries of time units for every required time units entry, you may have people inflating tickets way beyond the actual time performed in the ticke...
by crythias
08 Feb 2018, 06:20
Forum: Help
Topic: Get Customer Username/Login for article
Replies: 5
Views: 543

Re: Get Customer Username/Login for article

It might be possible, but it depends on the screen ... But Customer Login is not article specific, it's Ticket specific. The customer doesn't/isn't supposed to vary through the ticket, even if the agent that submits a ticket does. Which also goes to the "what entity added to the ticket?" question. M...
by crythias
08 Feb 2018, 02:52
Forum: Howtos
Topic: Kludge to assign a State to a Response Template
Replies: 1
Views: 1304

Kludge to assign a State to a Response Template

In ArticleActionMenu.tt Around line 100, you can find the following, which you can just add if/then: if ($(this).val() > 0) { URL = Core.Config.Get('Baselink') + $(this).parents().serialize(); if ($(this).val() == 3) { URL = URL + '&StateID=7'; } window.setTimeout(function() { Basically, if the resp...
by crythias
30 Jan 2018, 19:16
Forum: General
Topic: OTRS Scheduler Daemon CronTaskManager::Task::EscalationCheck
Replies: 10
Views: 773

Re: OTRS Scheduler Daemon Cron: MailAccountFetch

I regret I don't have much visibility into the types of things that can cause this issue. Escalation is likely doing something for type changes

Check
Edit Config Settings in Daemon → Daemon::SchedulerCronTaskManager::Task

But I haven't looked at what it actually does or references.
by crythias
30 Jan 2018, 19:08
Forum: Help
Topic: Email/ticket lost !
Replies: 16
Views: 922

Re: Email/ticket lost !

http://support/otrs/index.pl?Action=AgentTicketZoom;TicketID=8330 Message: This ticket does not exist , or you don't have permissions to access it in its current state. Back to the previous page Go to dashboard! It could very well be in a queue for which the current user does not have permissions.
by crythias
27 Jan 2018, 07:44
Forum: Help
Topic: Dynamic field in MenuModule
Replies: 3
Views: 415

Re: Dynamic field in MenuModule

Many available forms in TicketZoom have the ability to add Dynamic Field(s) to that form via SysConfig. When you ask about changing a Dynamic field from a button, you may wish to consider whether you wish to do that outside an existing form related to an action. If you do that within an existing act...
by crythias
26 Jan 2018, 05:12
Forum: General
Topic: OTRS Scheduler Daemon CronTaskManager::Task::EscalationCheck
Replies: 10
Views: 773

Re: OTRS Scheduler Daemon Cron: MailAccountFetch

I can't really say. The error messages basically are trying to interpret a field that has a value that no longer exists in the table. Message: No TypeID for 'n/a'! This means there's something that's asserting an invalid Type (Like X-OTRS-Type in a PostMaster Filter or SysConfig in PostMaster/Defaul...
by crythias
24 Jan 2018, 17:32
Forum: Help
Topic: Email/ticket lost !
Replies: 16
Views: 922

Re: Email/ticket lost !

BTW: TicketID=8330 http://yourdomain/otrs/index.pl?Action=AgentTicketZoom;TicketID=8330 Why would the system try to add a new content to an merged ticket? Doey by any chance OTRS 6 change something with the follow up. Isn't it only with the ticket number #xxxxxx? Because the references refer to the ...
by crythias
24 Jan 2018, 17:23
Forum: General
Topic: OTRS Scheduler Daemon CronTaskManager::Task::EscalationCheck
Replies: 10
Views: 773

Re: OTRS Scheduler Daemon Cron: MailAccountFetch

Could you

Code: Select all

SELECT id, name, valid_id from ticket_type;
please?
by crythias
23 Jan 2018, 18:55
Forum: General
Topic: OTRS Scheduler Daemon CronTaskManager::Task::EscalationCheck
Replies: 10
Views: 773

Re: OTRS Scheduler Daemon Cron: MailAccountFetch

The TypeID 1 is invalid in your database. This could be a deletion or corrupt table.

If the PostMaster setup says default type is n/a and there is no such valid thing, then this error will occur.

Check tables for corruption.
by crythias
22 Jan 2018, 16:58
Forum: Help
Topic: Display all the tickets for customers
Replies: 3
Views: 253

Re: Display all the tickets for customers

But the customers want to see all the tickets posted in OTRS : not only their own tickets. There is also enabling Company Tickets. Users' "My Tickets" are based upon UserName. Users' "Company Tickets" are based upon CustomerID. If "everyone" had the same value of CustomerID, they'd see all tickets ...
by crythias
16 Jan 2018, 23:45
Forum: Help
Topic: OTRS ITSM change assign to group
Replies: 2
Views: 240

Re: OTRS ITSM change assign to group

The workorder is locked to the Agent assigned to the task, similarly to tickets. Jojo recommends process tickets, likely because it does allow workflows but doesn't require assignment of agent. Therefore the agents assigned to the queue can handle according to normal ticket procedures.
by crythias
15 Jan 2018, 16:38
Forum: Help
Topic: LDAP multivalue CustomerMap attributes
Replies: 7
Views: 439

Re: LDAP multivalue CustomerMap attributes

I haven't had a chance to look at it, but it's possible (?) that attribute[0] and attribute[1] might work. I can't be sure.
by crythias
14 Jan 2018, 18:46
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

After all this, I'm throwing my towel in the ring. I changed the crontab to every minute to clean up the spool and flock to not run this multiple times and duplicate tickets. * * * * * /usr/bin/flock -n /tmp/noynim-otrs-mail.lockfile $HOME/bin/otrs.Console.pl Maint::PostMaster::SpoolMailsReprocess >...
by crythias
14 Jan 2018, 18:01
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

welp, I went the wrong way I guess:
running as otrs,
procmail .procmailrc <test-email.box
works exactly as designed.

So it's a CentOS permissions issue.
by crythias
14 Jan 2018, 17:53
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

From SpoolMailsReprocess.pm # Here we use a system call because Maint::PostMaster::Read has special exception handling # and will die if certain problems occur. my $Result = system("$^X $Home/bin/otrs.Console.pl Maint::PostMaster::Read < $File "); Maybe this is a hint? If so, then procmailrc doesn't...
by crythias
14 Jan 2018, 17:50
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

I gotta find a different way to address. all the Cache Sets have permission issues via procmail, even though procmail is running (as far as I can tell) in the context of otrs. Spool reprocess is also running via crontab under the otrs user and has no problem processing. But also doesn't seem to touc...
by crythias
14 Jan 2018, 17:38
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

So here's the fun part: Both of these have permissions issues: Valid.pm: https://github.com/OTRS/otrs/blob/a79e8bfeec94a4c30a69557118dbeb28499d554f/Kernel/System/Valid.pm#L84 while ( my @Row = $DBObject->FetchrowArray() ) { $Data{ $Row[0] } = $Row[1]; } # set cache $Kernel::OM->Get('Kernel::System::...
by crythias
14 Jan 2018, 17:08
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

The difference between procmailrc and spool:

When procmailrc requests a CacheKey:

Code: Select all

DynamicFieldList::Valid::1::ObjectType::Article_Ticket::ResultType::HASH
When Spool reprocess requests a CacheKey:

Code: Select all

DynamicFieldList::Valid::1::ObjectType::Ticket::ResultType::HASH
by crythias
14 Jan 2018, 02:29
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

DynamicField doesn't want to grab ValidIDsGet (it fails on Cache-ing) And it's having trouble Cache-ing DynamicField Hash data So there's a problem where procmail doesn't try to use the cache and spooler does. ValidIDsGet doesn't return values from line 732 (the call fails with permissions to cache)...
by crythias
14 Jan 2018, 01:28
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

In some places Queue.pm, it's " st.valid_id IN ( ${\(join ', ', $ValidObject->ValidIDsGet())} )" or Salutation.pm: WHERE valid_id IN ( ${\(join ', ', $Kernel::OM->Get('Kernel::System::Valid')->ValidIDsGet())} ) in MailAccount it's 'WHERE valid_id IN ( ' . join ', ', $ValidObject->ValidIDsGet() . ' )...
by crythias
14 Jan 2018, 01:18
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

Code: Select all

            $SQL .= ' WHERE valid_id IN (' . join ', ', $ValidObject->ValidIDsGet() . ')';
This is where it stops. I'm bouncing to the next place.
by crythias
14 Jan 2018, 00:57
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

Something more interesting: Changes to DynamicField.pm for debugging: $Kernel::OM->Get('Kernel::System::Log')->Log( Priority => 'info', Message => 'CacheGet!', ); my $Cache = $CacheObject->Get( Type => 'DynamicField', Key => $CacheKey, ); $Kernel::OM->Get('Kernel::System::Log')->Log( Priority => 'in...
by crythias
14 Jan 2018, 00:36
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

# Pipe all email into the PostMaster process. :0 : | $SYS_HOME/bin/otrs.Console.pl Maint::PostMaster::Read procmail says the current running user is otrs. $SYS_HOME certainly resolves to /opt/otrs So far, I've narrowed this down to Kernel/System/PostMaster.pm: # add Dynamic Field headers my $Dynami...
by crythias
13 Jan 2018, 23:03
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

removing
by crythias
13 Jan 2018, 15:41
Forum: Help
Topic: Upgrade to 6 procedure
Replies: 7
Views: 501

Re: Upgrade to 6 procedure

Don't spit against the wind. Don't eat yellow snow. Providing error messages helps others provide answers. Ask questions the same way you'd ask of your boss or colleague or your mother. If you sent them an email with the words that you've provided in this topic, what would their first response to yo...
by crythias
13 Jan 2018, 15:34
Forum: Help
Topic: Dashlets - Filtering my owner
Replies: 4
Views: 343

Re: Dashlets - Filtering my owner

Don't overlook the dashlets already present with three tabs including your own locked tickets for the dashlet.
by crythias
12 Jan 2018, 21:17
Forum: Help
Topic: Is possible to have 2 auto reply for 1 queue?
Replies: 1
Views: 227

Re: Is possible to have 2 auto reply for 1 queue?

You may consider a Notification (Event) to address your specific needs.
by crythias
12 Jan 2018, 18:02
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

I've already posted this twice, but since it's asked again:

Code: Select all

 groups otrs
otrs : otrs apache
by crythias
12 Jan 2018, 16:12
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

So what is your umask setting for the apache user? su -s /bin/bash apache bash-4.2$ umask 0022 /etc/profile: # By default, we want umask to get set. This sets it for login shell # Current threshold for system reserved uid/gids is 200 # You could check uidgid reservation validity in # /usr/share/doc...
by crythias
12 Jan 2018, 01:49
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

Code: Select all

sestatus
SELinux status:                 disabled
by crythias
11 Jan 2018, 21:14
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

in any case... your log shows ERROR: Permission denied: /opt/otrs/Kernel/Config/Files/ZZZAuto.pm so it is actually a permission issue. Either your ./Files directory is not allowed to be touched by otrs user (this usually happens if you perform the Rebuild Config via root user (should not be possibl...
by crythias
11 Jan 2018, 19:57
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

It seems you have a permission issue and on your /opt/otrs filesystem, too But my .procmailrc runs. it's not a permission with procmailrc. I get logs. It's OTRS not doing the thing. I would guess so, but there's no particular difference in permissions between ticket cacheing and postmaster read cac...
by crythias
11 Jan 2018, 19:12
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

root wrote:Roy
Are you available to address this? I'm really in need of looking at this ... I can't seem to get Postmaster Read to debug.
by crythias
11 Jan 2018, 18:34
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

Re: OTRS not handling procmail

I didn't use RPM. I installed via source. The only difference for your procmailrc and mine is group root. Which ... shouldn't really be a thing, but okay. > groups otrs otrs : otrs apache > ls -la .procmailrc -rw-r----- 1 otrs root 1859 Jan 11 08:51 .procmailrc Locking ".lock" procmail: Executing "/...
by crythias
11 Jan 2018, 17:20
Forum: Help
Topic: OTRS not handling procmail
Replies: 26
Views: 1085

OTRS not handling procmail

Summary: .procmail on OTRS version 5.0.24 (git) isn't generating tickets. Any Ideas? I can't seem to get this working ... it makes spool tickets and then I have to run the spool process. This isn't good because I can't check if the process spool is already running and it doubles, triples up tickets....
by crythias
05 Jan 2018, 16:30
Forum: General
Topic: MySQL - Duplicate entry
Replies: 3
Views: 1019

Re: MySQL - Duplicate entry

While it's not recommended to mess directly with the database, there seems to be an issue where there's a double attempt to mark an article as seen. Duplicate entry for key could be the same item is open in multiple tabs and attempt to mark an article or ticket as seen might have duplicated. Is this...
by crythias
26 Dec 2017, 17:29
Forum: General
Topic: automatically move ticket from one queue to another
Replies: 1
Views: 2475

Re: automatically move ticket from one queue to another

Generic Agent last change greater than 3 days ago. But you sincerely need to upgrade beyond 3.3 as soon as reasonably possible due to bug and security fixes. It's not simply that your own data is vulnerable. Old, insecure, versions of software can be vectors for distributing vulnerabilities to your ...
by crythias
26 Dec 2017, 16:27
Forum: Help
Topic: [SOLVED] Service not showing on TicketCreate Transition Action
Replies: 7
Views: 547

Re: Service not showing on TicketCreate Transition Action

wurzel has the right answer. If you use the ServiceID instead of Service, you can avoid the problem of misspelling the service. Also, your logs would say that you're using an invalid service if that were the case. The downside could be that the ServiceID isn't replicated in any export/import destina...
by crythias
23 Dec 2017, 09:14
Forum: Help
Topic: Configuring mail with hmailserver server
Replies: 1
Views: 381

Re: Configuring mail with hmailserver server

The error messages seem to indicate that the credentials are invalid for the attempted request. If the credentials are correct, it's then a problem with the server address. Likely, the domain xxxx.com.br either doesn't resolve from otrs server at the IP address desired because of DNS/hosts, or the p...
by crythias
23 Dec 2017, 09:04
Forum: Help
Topic: closing notification.
Replies: 17
Views: 662

Re: closing notification.

too many filters = too many filters. Consider that you want to only filter on the most important things that will trigger the notification. If that's a state, you typically only filter on the states you're looking for. Unless you're really particularly looking for state change with extra features at...
by crythias
23 Dec 2017, 08:59
Forum: Help
Topic: Sending Email to customer with ticket closing
Replies: 8
Views: 4270

Re: Sending Email to customer with ticket closing

This is an old thread. You may want to start a new thread to address your issue.
by crythias
23 Dec 2017, 08:56
Forum: Help
Topic: I am missing the eureka-moment about API...
Replies: 10
Views: 721

Re: I am missing the eureka-moment about API...

I'm with JoJo on this. To make a GA is easy. It helps if you've done one. If you're trying to make a bunch of them programmatically, that also is easy. Make one via web, get sample information via SQL, use the API. But you'd make a bunch of them programmatically, generally, to only handle manual web...
by crythias
23 Dec 2017, 00:45
Forum: Help
Topic: I am missing the eureka-moment about API...
Replies: 10
Views: 721

Re: I am missing the eureka-moment about API...

Please let us know if creating a sample, then applying the key value pairs, according to the docs, isn't working. Any samples you've created would be of interest.

Basically, I suggested making a sample yourself, getting the values from the database, applying to the API, it works.
by crythias
22 Dec 2017, 22:18
Forum: General
Topic: How to add fields to the Customer registration form.
Replies: 1
Views: 2286

Re: How to add fields to the Customer registration form.

Edit Kernel/Output/HTML/Templates/Standard/CustomerLogin.tt Add this around / before line 136/submit <div class="NewLine"> <label class="Mandatory" for="Country"><span class="Marker">*</span> [% Translate("Country") | html %]</label> <input title="[% Translate("Your Country") | html %]" name="Countr...