Search found 10047 matches

by crythias
01 Sep 2019, 20:58
Forum: General
Topic: RESOLVED - 6.0.19 => Link via Generic Interface?
Replies: 9
Views: 586

Re: RESOLVED - 6.0.19 => Link via Generic Interface?

We have some tickets that, when received, have to be split into 3-5 additional tickets for different teams, based on field data. I cannot find anything in documentation on linking using the Generic Interface. The only forum note I found is from 2017 and states you have to have the OTRS Business Sol...
by crythias
23 Aug 2019, 20:44
Forum: Help
Topic: "Note External" menu for specific group agents...
Replies: 1
Views: 64

Re: "Note External" menu for specific group agents...

Not really "simpler" unless "pay attention to what you're doing" makes sense and default to note internal or external.
by crythias
05 Aug 2019, 21:23
Forum: General
Topic: [SOLVED] Prevent reopening of old tickets
Replies: 12
Views: 577

Re: Prevent reopening of old tickets

I think it's either the numeric order in the .xml to register it or the ABC order in general.
by crythias
05 Aug 2019, 00:36
Forum: Help
Topic: Customer user does not need to see "company tickets"
Replies: 1
Views: 74

Re: Customer user does not need to see "company tickets"

Enable customer group support and set only the supervisor as members, and the group to the company tickets in System Config.

viewtopic.php?t=7531
by crythias
05 Aug 2019, 00:31
Forum: General
Topic: [SOLVED] Prevent reopening of old tickets
Replies: 12
Views: 577

Re: Prevent reopening of old tickets

Simpler? I'm not sure what queue moves mean to your metrics. You're asking if it's simpler for database queries to be done for (an old) ticket before (during) processing of an incoming update to a ticket, rather than archive a ticket. No, you'd have to program it. Or react to it via Generic Agent, s...
by crythias
31 Jul 2019, 16:05
Forum: Help
Topic: 24h email
Replies: 7
Views: 144

Re: 24h email

Alternatively (?) a queue that holds after hours new tickets with the appropriate notification.
Untested. Postmaster Filter may be necessary.
by crythias
31 Jul 2019, 16:01
Forum: Help
Topic: different customer_ID
Replies: 2
Views: 92

Re: different customer_ID

Hi :) Take a look at this: viewtopic.php?f=60&t=7531
by crythias
31 Jul 2019, 15:59
Forum: Help
Topic: Email Weirdness
Replies: 8
Views: 296

Re: Email Weirdness

Make sure Google is allowing the send from/send as the configured sending user. It may need updated/proper credentials. Or use a different smarthost.
by crythias
31 Jul 2019, 15:50
Forum: General
Topic: Allow reopening for a state of type closed
Replies: 1
Views: 270

Re: Allow reopening for a state of type closed

Hint number 1: this functionality is Queue based.
Hint number 2: create a queue that has that functionality and move the ticket to that queue.
by crythias
31 Jul 2019, 15:45
Forum: General
Topic: Report Format
Replies: 4
Views: 380

Re: Report Format

You'll want the queue, ticket_history_type, user, customer, ticket, ...
This might help: viewtopic.php?f=60&t=40216

But it's a bit more complicated than to expect to be completed in a free forum.
by crythias
31 Jul 2019, 15:43
Forum: General
Topic: Integration OTRS + AD to create users
Replies: 10
Views: 550

Re: Integration OTRS + AD to create users

And if you must build it, you're halfway to data entry directly into AD anyway. The PowerShell interface that puts the data into AD can be fed to OTRS at the same time if you wish... https://docs.microsoft.com/en-us/powershell/module/addsadministration/new-aduser?view=win10-ps In fact, I have creat...
by crythias
30 Jul 2019, 15:20
Forum: General
Topic: Report Format
Replies: 4
Views: 380

Re: Report Format

You'd need some moderate to advanced database query skills to convert rows (queue changes) and locked changes to columns. (Do a search for rows to columns) And up to 10 Queues swapping for a ticket? Maybe you're using Queues sub-optimally. The OTRS schema is available at https://ftp.otrs.org/pub/otr...
by crythias
30 Jul 2019, 07:42
Forum: General
Topic: [SOLVED] Prevent reopening of old tickets
Replies: 12
Views: 577

Re: Prevent reopening of old tickets

Another option, perhaps: Creating an "Archive" queue.
Generic agent: Ticket closed more than X days ago, move to Archive queue. This queue doesn't allow followup: possible.

Test before production.
by crythias
30 Jul 2019, 07:36
Forum: General
Topic: Integration OTRS + AD to create users
Replies: 10
Views: 550

Re: Integration OTRS + AD to create users

So in this case I am trying to automate the process of creating users in AD through OTRS, so the Analyst doesn't have to go to AD to create them. Because this is a very recurring demand in the company where I work, and sometimes is causing bottlenecks. Therefore, I would like OTRS to take the user ...
by crythias
25 Jul 2019, 21:19
Forum: General
Topic: Issue with merge tickets and reporting
Replies: 1
Views: 354

Re: Issue with merge tickets and reporting

You should ignore merged state in your ticket search.
by crythias
25 Jul 2019, 21:17
Forum: General
Topic: Integration OTRS + AD to create users
Replies: 10
Views: 550

Re: Integration OTRS + AD to create users

Just a thought: if you have an external (Active Directory) back end, you don't need to "create" users (customers?) and you can map AD Attributes to CustomerUser fields. It works rather seemlessly, almost by default.

CustomerGroupsAlwaysGroups is another hint.

It's pretty slick with Apache SSO, too.
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: 224

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: 119

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: 103

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: 327

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: 235

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: 212

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: 174

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: 265

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: 265

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: 197

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: 215

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: 264

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: 375

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: 321

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: 140

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: 375

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: 321

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: 175

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: 146

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: 432

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: 150

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: 188

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: 159

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: 630

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: 831

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: 173

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: 173

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: 147

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: 123

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: 159

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: 378

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: 206

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