Znuny and ((OTRS)) Community Edition

MichaelR

ACLs?

MichaelR

G'Day One of our agents found something today, when entering time units, I cannot enter enter '.75' as it is invalid time. Whereas '0.75' is a valid time. The particular string that determines if it is right is: /^-{0,1}\d+?((\.|,){0,1}\d+?){0,1}$/ Can someone have a look at it and see if they can m...

MichaelR

There's a post in the How-To's about customer ticket templates.

MichaelR

Change the DTL, comment out the generic TicketFreeText block, uncomment/add each TicketFreeText1,2,3 etc... block but leaving out the ones you do not want.

Not to hard

MichaelR

grgelisha wrote:
jojo wrote:communication with collegues should be done via note functionality
What if both agents' webmail been integrated with OTRS??

What do you mean, agents webmail being integrated with OTRS?

MichaelR

TicketObject::TicketGet() will do that for you

MichaelR

Well Apache through CGI will pass that variable, but obviously nginx isn't.

MichaelR

Then you still get the issue of owner updates locking the ticket. I think there are a few other cases where the ticket will lock.

MichaelR

If you are focused in a HTML form and hit the enter key, your browser will attempt to 'submit' the form.

It is a browser related function I think. You might be able to capture the key-press in javascript and do nothing with it....

MichaelR

Unless of course you overwrite the ticket create time at every event

Although that will break everything...

MichaelR

Can we just IP Ban people like this?

MichaelR

I always copy the whole OTRS folder as a backup. Never know what could go wrong

MichaelR

I've set custom X-headers when sending emails (High Importance & Read-Receipt). It is possible

MichaelR

Created bug report here: http://bugs.otrs.org/show_bug.cgi?id=7560 The ArticleTree links are not passed through the ArticleAttachmentModules, causing all links with special characters etc to break and redirect page to the dashboard. Quick fix is to add/replace code around line 1241 in Kernel/Modules...

MichaelR

Back on the invalid version, can you find the module/file that is calling LOG and causing the errors?

MichaelR

That's not going to work, as you are talking about depended fields. ACL's will restrict the selection when the page is being loaded. Not once the page has loaded. You will need to rig up some AJAX for that

MichaelR

It's in the sysconfig.

MichaelR

Can't tell if spam, or genuine...

MichaelR

<label for="ID"> $Text{"ID"}:</label> <div style="display:none">$Data{"TicketFreeKeyField1"}</div> <div class="Field"> $Data{"TicketFreeTextField1"} </div> <div class="Clear"></div> It shouldn't really matter what you do, as long...

MichaelR

You just need to modify Valid.pm around to include invalid-temporary as well as valid.

MichaelR

From what I can see you need to call EventHandlerInit and pass in the required variables. I don't think you are passing the appropriate vars.
If you post your code (or the section causing the error) I will be able to help you further.

MichaelR

Just cut out the hours & minutes?

MichaelR

I think it's a random module that doesn't have a version number declared. Hence Log.pm cannot find the parent's Version Number.

My 2c

MichaelR

Backup those database tables, uninstall the addon, and reimport the data?

MichaelR

Yeah... that's not cool.

Can you stop the cron service, and try running a report?

I want to see if it's accidently the cron clearing the session ID's every few seconds.

MichaelR

Might be the cronjob is stuffed? I get that sometimes if I restart the cron quickly.

It's not in the code to duplicate tickets, so the cron must be calling the same function a few times.

MichaelR

Does putting it in apache2-httpd.include.conf change anything?

MichaelR

I don't quite get what you mean. You want to extract CMDB information from OTRS' database for reporting, and you cannot understand the CMDB layout in the database?

Ps. there is a russian section to the otrs forums

MichaelR

Have you created an EventHandler object at the start of the script?

MichaelR

How long between requests? Dunno if there is a default timeout or something.

MichaelR

Post the start of Kernel/Modules/AgentTicketActionCommon.pm

It looks like the version string is not there....

Do you have something like

Code: Select all

use vars qw($VERSION);
$VERSION = qw($Revision: 1.33.2.4 $) [1];

at the start?

MichaelR

Well you've lost me, mine works perfectly.

Reinstall time!

MichaelR

hariprasaadh wrote:I want the complete tutorials about mysql.can any one post it..

Sure! They all can be found right here!

http://lmgtfy.com/?q=mysql+tutorials

MichaelR

I am looking for the reliable technology that can provide the implementation and support of network and computers need. I also want some IT support companies those help me to solve my problems, if anyone know then please suggest me.. IT support watford If your company already provides this support ...

MichaelR

If I copy them all into the Custom directory, then when I upgrade I will still be required to check all new files to see if they are the same version as my modified ones?

But yes, this Custom directory seems like a nice place to store them all.

MichaelR

That's because you are clicking the create button, not the save button down the bottom?

MichaelR

crythias wrote:I'd rather suggest creating a PostMaster Filter (external file) as it is modular and won't interfere with upgrades.

Yeah... if only my OTRS was easy to upgrade... Takes me about 1h to migrate all my changes on each upgrade XD

MichaelR

Thats for choosing an existing template. you don't need to create one. seriously....

MichaelR

Do you have responsible enabled?
How do you have the requiredlock settings in sysconfig set up for AddNote?

If setup right, you shouldn't be able to add a note to another agents locked ticket.

MichaelR

Here I was thinking it was enabled by default?

It will be a setting in sysconfig. Search for customer frontend and you should find something

MichaelR

You will probably need to change the code in Postmaster/NewTicket.pm to notify everyone.

MichaelR

Excellent how-to, now I'll be including all this awesome stuff in my replies

MichaelR

G'day,

When a customer sends in an email with an in-line picture in their signature, and OTRS provides its automatic response, the image is replaced with something like:

Code: Select all

[cid:image002.png@01CC4E07.12580E00]<http://intranet/>

Any ideas why this is happening?

- Michael

MichaelR

Yeah, I have gone through and systematically removed all references to 'lock' anywhere.

MichaelR

You should compare the new and old ones to see what changed ;) Pretty sure you should just keep 3.0.9's version This is my *working* version of otrs.Cron4Win32.pl #!/usr/bin/perl -w # -- # bin/otrs.Cron4Win32.pl - a script to generate a full crontab file for OTRS # Copyright (C) 2001-2011 xxx, http:...

MichaelR

Swear OTRS bundles all it's CSS files into a few to get around that problem.

On the 'Insecure Content' a part of the webpage is still using HTTP not HTTPS.

If you view the source of the current webpage and search for 'HTTP://" you will find the sections that are not being transmitted securely.

MichaelR

I only use Chrome and have never experienced the issue here.

But the users who are reporting it are using IE8

Maybe I will switch over to IE8 *shudders* for a while, see if I can replicate the issue.

MichaelR

You could use an ACL for the web interface to restrict it down to one choice.
And postmaster filter for the email.

MichaelR

There is a 'Multi SMTP/Sendmail' addon created somewhere. Have a search around for it.

Or just create 1 email account "catchall@mydomain.com" and make the others smtp aliases of catchall@mydomain.com
That might work :/

MichaelR

If you get a Software Error then you have commented the lines out incorrectly. I have commented out lines 41 <-> 59 #if ( -d $Path ) { # File::Path::rmtree( [$Path] ); #} #if ( mkdir( "$Self->{ArticleDataDir}/check_permissions_$$", 022 ) ) { # rmdir("$Self->{ArticleDataDir}/check_perm...

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