Znuny and ((OTRS)) Community Edition

MichaelR

Sounds right, you can restrict the choice of Queue based on the Customer/Customer Company. So only Internal companies can choose internal queues.

Probably an easier way to do it...

MichaelR · Re: OTRS Website link broken Yeah... but it isn't 3.0.11

Yeah... but it isn't 3.0.11

MichaelR

otrs-3.0.11-win-installer-2.4.4.exe doesn't exist on the ftp server

MichaelR

It isn't possible with the current code, either you code it youself, get OTRS to code it for you, or use Dropbox and encrypt everything if it's sensitive!

MichaelR

Well sure ITSM adds a number of extra checks and code changes. But I wouldn't think it would add a huge load onto OTRS. <5% load increase I would say, and that is probably the higher extreme. Mod_Perl would get rid of the extra load anyway...

MichaelR

Javascript is getting stuck processing something?

MichaelR

There are a bunch of 'Windows OTRS Upgrade' threads out there. Detailing specifically the steps to update.
Have a poke around, you will find something!

MichaelR

This is all from the top of my head and is no way 100% accurate - Inside CustomerUserDataGet add the functionality to return the access code. This will be inside customer.pm in the system folder, just find where it queries the database and select the other column Once you have the data return it in ...

MichaelR

Your sig say's it's OTRS 3 so mod perl should be configured by default.

Activate Apache::DBI?
Is the (assuming the system we are talking about is the one in your sig) on a VM?

MichaelR

You could get someone to hard code it in there?

MichaelR

http://forums.otrs.org/viewtopic.php?f=60&t=5156

Start there, figure out which page you need to edit, then change the DTL layout to use the fields you want (providing they have been passed to the DTL)

MichaelR

It's buggering up a javascript path? hmm... It's stripping out javascript calls from the style tag if (I'm assuming) you're not using javascript?

That error only occurs if apache has an issue, I'm stumped... Michael out....

MichaelR

Inside CustomerUserDataGet add the functionality to return the access code.
Inside AgentCustomerViewTable add support to display the access code.

MichaelR

So if you send an email from within OTRS with an image attached. The person receiving the email will not see the image?

MichaelR

This has been covered time and time again.

Please search.

MichaelR

Don't know if you resolved this, but is it just for that ticket? are you getting it in other tickets?

MichaelR

I only have it installed on Windows, so in answer to that, you need to uninstall OTRS then reinstall it. No way around it. (well there is, but it's complicated)

MichaelR

Then you have not uninstalled the old software properly. As Apache is still running....

Go into task manager and see if any processes called 'httpd.exe' are running.
Go into C:\Program Files (x86)\YOURPROGRAM\Apache or something like that

Common sense

MichaelR

Do you know what a 'cron' is?

MichaelR

Double check all the relevant source code vs a fresh install?

MichaelR

You are going to need to post your Apache logs mate.

MichaelR

Never liked SELINUX, it breaks way to many things XD

MichaelR

That screen shot is for the customer company? :S

MichaelR

pending?

MichaelR

Yeah, what is 'top' saying

MichaelR

No current way to do it. There's a change section for the customer interface, but don't know much about it

MichaelR

Yeah, crythias may be right here, the code that determines it is: my $Lines = $PopObject->get($Messageno); if ( !$Lines ) { $Self->{LogObject}->Log( Priority => 'error', Message => "$AuthType: Can't process mail, email no $Messageno is empty!", ); } So in the time between when it fetches t...

MichaelR

If you have the Responsible feature active and an agent has been assigned to a Ticket. They will get a separate icon in the top left hand corner of the screen showing all their Responsible tickets. There is no current icon for all Tickets they 'Own'. You could do a search template for the time being...

MichaelR

Yeah... to run multiple apache instances and MySQL you are going to need a bit more than 128mb RAM lol

Hell, my 2 Apache instances are taking up 400mb of RAM themselves. Then you take the DB into account...

MichaelR

I'm still on OTRS 3.0.9 so I cannot confirm. But definitely check the OTRS & Apache logs to see if anything has failed. That failing, try reproduce the issue by sending multiple emails.

MichaelR

There are some problems like not updating the default state in the postmaster section of sysconfig when you change the system default states. That will make the emails disappear from the mailbox, but be lost in OTRS ;) Even down to 2-3 minutes is fine. On average I would say 5-10 seconds processing ...

MichaelR

No, customer is not meant to see these things, and there is no provision for a customer to be able to see a Ticket's History.

MichaelR

Create a work order, make it an approval, then go like Created *edit* Approved *edit* In Progress *edit* Completed *edit* Some other option *edit*

It is a tedious process for just 'approving' something.

MichaelR

I'm sure you could write some Perl that would fetch it from the DB instead...

MichaelR

I don't know personally because I like Apache! Search around the forum, you will find quite a few discussions on IIS/Windows etc.

MichaelR

You can view all responsible tickets with the little icon in the top left hand corner of the OTRS screen.

MichaelR

Heh, who sets the default state to closed...

MichaelR

I know OTRS has been reported to work on IIS, but some minor changes were required.

MichaelR

So your actual problem is the Priority field is filled out beforehand and you want the Agent to actually have to set it?

MichaelR

Hide the fields in the associated .dtl?

MichaelR

Negative

MichaelR

My method is more hack-job'y but it works fine, I had issues with adding the 'Disposition-Notification-To' header before the MIME:Entity was built, as it was removing/screwing it up. I have a checkbox in the .dtl that passes a parameter through to Email.pm, and depending on if the checkbox is ticked...

MichaelR

If you go browse the OTRS doco you will find most information there.

ACLs are put in your config.pm
.dtl's are HTML template files in Kernel/Output/HTML/

MichaelR

Do we have captcha enabled on forum signup yet?

MichaelR

Or people with access to the disk and can read the ZZZAuto files?

MichaelR

Change the dtl? Modify 'PossibleNot' to get rid of the default '-'? Use ACLs?

MichaelR

Is your cron working fine? You have actually configured the generic agent job to run in x min intervals?

MichaelR

I've got one of these timed for 2min intervals to hit my F5 key. This seems to be working fine? http://en.wikipedia.org/wiki/Drinking_bird

MichaelR

You need to get OTRS to send out an automatic response to your mail client, you cannot respond to the email before OTRS has appended the Ticket Number to the email subject (or wherever you have it). So either you configure automatic responses to your mail address or you forward an article to your ma...

MichaelR

All 'Core::Ticket::NewArticleIgnoreSystemSender' would do is not make the ticket to appear to have new articles if the unread article is from the system.

You would need to do a filter or change some of the underlying code...

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