Search found 206 matches

by kruegerM
14 Oct 2020, 16:44
Forum: General
Topic: Article Dynamic Field Display (6.0.29)
Replies: 3
Views: 76

Re: Article Dynamic Field Display (6.0.29)

Unfortunately the Dynamic Field in question applies to the Note being added - so needs to be an Article field because there could be a different entry for each Article Note added.
by kruegerM
14 Oct 2020, 15:36
Forum: General
Topic: Article Dynamic Field Display (6.0.29)
Replies: 3
Views: 76

Article Dynamic Field Display (6.0.29)

Added a dynamic field to the Note, but can't find how to have it display during viewing (Zoom). I'm sure the directions must be in the Admin guide - but I can't find it. Can anybody shed light on this? Thanks!! m PS - need to add: I know where the data displays under the info ''i" link - I would lik...
by kruegerM
25 Jun 2020, 18:51
Forum: General
Topic: Postmaster reading email but not creating tickets (RESOLVED)
Replies: 1
Views: 181

Re: Postmaster reading email but not creating tickets (RESOLVED)

I FOUND IT. Makes sense too - almost feel foolish for posting - but anyhoo --- The problem was the "From" user. All my tests were done from user 'otrs' - who doesn't exist in our LDAP, so can't be found as a customer. Without a valid customer - no ticket was created. Lesson : Make sure any test emai...
by kruegerM
25 Jun 2020, 18:31
Forum: General
Topic: Postmaster reading email but not creating tickets (RESOLVED)
Replies: 1
Views: 181

Postmaster reading email but not creating tickets (RESOLVED)

I cloned our production server to a different machine to test some up-coming modifications. When I send email to the account on the test server, OTRS reads it, but doesn't create a ticket. None of the attempts shown below caused any errors in the System Log or log files that I could find. Below is m...
by kruegerM
19 Jun 2020, 17:58
Forum: General
Topic: Error in 6.0.28 migration (SOLVED)
Replies: 3
Views: 336

Re: Error in 6.0.28 migration [SOLVED]

That did it!
Fixed the XML - error went away

Thanks!!!
by kruegerM
19 Jun 2020, 15:59
Forum: General
Topic: Error in 6.0.28 migration (SOLVED)
Replies: 3
Views: 336

Re: Error in 6.0.28 migration

We do have a custom XML file - thanks!
Interestingly - "Project Size" is dropdown - not an option in a dropdown ....
Anyhoo - I'll dig into the XML. Thanks again!

M
by kruegerM
18 Jun 2020, 15:16
Forum: General
Topic: Error in 6.0.28 migration (SOLVED)
Replies: 3
Views: 336

Error in 6.0.28 migration (SOLVED)

Migrating from 6.0.19 to 6.0.28, I received the following error on Step 9 of 44 (DBUpdate-to-6.pl): Step 9 of 44: Migrate configuration ... ERROR: OTRS-otrs.Console.pl-Dev::Code::CPANAudit-10 Perl: 5.16.3 OS: linux Time: Thu Jun 18 07:10:30 2020 Message: 'Project Size' option not found in Select! Tr...
by kruegerM
10 Feb 2020, 14:50
Forum: General
Topic: 6.0.26 - using [% Env{"UserIsGroup[support]")
Replies: 3
Views: 408

Re: 6.0.26 - using [% Env{"UserIsGroup[support]")

My apologies - confusion came from page 32 of the 6.0 Developer's Guide (pic attached also): The current user name is: [% Env("UserFullname") %] Some other common predefined variables are: [% Env("Action") %] --> the current action [% Env("Baselink") %] --> the baselink --> index.pl?SessionID=... [%...
by kruegerM
07 Feb 2020, 18:51
Forum: General
Topic: 6.0.26 - using [% Env{"UserIsGroup[support]")
Replies: 3
Views: 408

6.0.26 - using [% Env{"UserIsGroup[support]")

We have two custom "button" links we added to our menu when you zoom a ticket -- available only two certain agents. I've been able to control access using logic on logins, ie; if ('[% Env("UserLogin") | html %]' eq 'makrueger') { ....... But with the way people change here, I thought using their OTR...
by kruegerM
12 Dec 2019, 15:26
Forum: General
Topic: Outgoing email
Replies: 10
Views: 4692

Re: Outgoing email

Has anyone found the fix for this? We've had no mail going out for a couple days now and nothing I've found is working - forcing doesn't work. Rebooting the server didn't work. I can send from the server fine - but OTRS is stuck. Help!!
by kruegerM
13 Sep 2019, 23:00
Forum: General
Topic: 6.0.19 => EscalationIndexRebuild error
Replies: 1
Views: 594

6.0.19 => EscalationIndexRebuild error

Trying to rebuild the Escalation Index. Ran bin/otrs.Console.pl Maint::Ticket::EscalationIndexRebuild as otrs and started receiving numerous errors all regarding: Message: Table 'otrs.article_type' doesn't exist.

Scary thought - but have I lost a table somewhere??
by kruegerM
13 Sep 2019, 19:32
Forum: General
Topic: RESOLVED - 6.0.19 => Link via Generic Interface?
Replies: 9
Views: 1701

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

Apologies for late reply - but THANK YOU for a most excellent solution. This is not the first time Process Management has "saved the day". I need start thinking along those lines with these management requests.

Thanks again!
by kruegerM
30 Aug 2019, 20:08
Forum: General
Topic: ArticleGet 'Body' deserialization
Replies: 2
Views: 649

Re: ArticleGet 'Body' deserialization

Good question about just using API. Wish I had a good answer. CDATA is excellent suggestion - if not I may just rewrite this fully under perl API.
Thanks!
by kruegerM
30 Aug 2019, 20:07
Forum: General
Topic: RESOLVED - 6.0.19 => Link via Generic Interface?
Replies: 9
Views: 1701

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

Can't be done with commercial release. Need business edition...
by kruegerM
26 Aug 2019, 16:27
Forum: General
Topic: ArticleGet 'Body' deserialization
Replies: 2
Views: 649

ArticleGet 'Body' deserialization

I'm trying to use PERL to copy out the Body of an article to use in the creation of a new ticket & article, but getting a 'deserialization' error. My query in PERL: my $ArticleObject = $Kernel::OM->Get('Kernel::System::Ticket::Article'); my $ArticleBackendObject = $ArticleObject->BackendForArticle( ...
by kruegerM
11 Jul 2019, 22:47
Forum: General
Topic: Problem launching process from a process
Replies: 0
Views: 1188

Problem launching process from a process

OTRS 6.0.19 I have a process flow that has two paths that reoccur. One path will open a second process, the second path simply creates a ticket. If I select the items in the main process for the ticket - it works fine. Can do multiple times. If I select the items in the main process for the second p...
by kruegerM
13 Jun 2019, 14:44
Forum: General
Topic: RESOLVED - 6.0.19 => Link via Generic Interface?
Replies: 9
Views: 1701

RESOLVED Re: 6.0.19 => Link via Generic Interface?

ooops - once again I miss info
OTRS 6.0 Admin Manual
Web Service Configuration
-- Possible values for ticket events
wrong...
-----------------------------------
So, I'm back at ground zero. - Thanks all who replied!!
by kruegerM
12 Jun 2019, 20:50
Forum: General
Topic: RESOLVED - 6.0.19 => Link via Generic Interface?
Replies: 9
Views: 1701

Re: 6.0.19 => Link via Generic Interface?

Yes, just tickets.

I can find TicketSlaveLinkAdd, TicketSlaveLinkDelete, and TicketMasterLinkDelete for actions in Generic Interface, but not TicketNormalLinkAdd or just TicketLinkAdd ...

M
by kruegerM
12 Jun 2019, 18:15
Forum: General
Topic: RESOLVED - 6.0.19 => Link via Generic Interface?
Replies: 9
Views: 1701

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 Solu...
by kruegerM
21 Feb 2019, 20:58
Forum: General
Topic: SOAP/REST issue with SSL
Replies: 2
Views: 448

Re: SOAP/REST issue with SSL

I get the same error:

500 Can't connect to SERVER.CMPNY.org:443 at /opt/otrs/bin/Login-soap.pl
by kruegerM
21 Feb 2019, 17:56
Forum: General
Topic: SOAP/REST issue with SSL
Replies: 2
Views: 448

SOAP/REST issue with SSL

6.0-.12 I have a perl SOAP script for updating tickets. It works in my test environment, but in production I get the error: 500 Can't connect to SERVER.CMPNY.org:443 at bin/isc.SoapTest.pl line 40. That line of the script is: my $SOAPObject = SOAP::Lite ->uri($NameSpace) ->proxy($URL) ->$Operation($...
by kruegerM
18 Feb 2019, 18:55
Forum: General
Topic: Chasing down error "Need User or UserID
Replies: 1
Views: 665

Chasing down error "Need User or UserID

6.0.12 We are getting numerous errors in the system log: Mon Feb 18 09:44:17 2019 (America/Denver) error OTRS-CGI-10 Need User or UserID! Mon Feb 18 09:44:17 2019 (America/Denver) error OTRS-CGI-10 Need UserLogin or UserID! Have no idea what's causing them - Checking the HTTPD error_log, I find: ERR...
by kruegerM
17 Jan 2019, 16:51
Forum: General
Topic: Is Mail Send PID stored in database?
Replies: 0
Views: 1910

Is Mail Send PID stored in database?

I'm getting an error about OTRS unable to send email because the job is already running. I thought I'd run into this before and was shown the spot in the Database where this PID was stored and I could clear that entry to remove the error. If I'm not dreaming the whole thing - can someone point me to...
by kruegerM
02 Jan 2019, 16:10
Forum: General
Topic: Lost service_id data from ticket table???
Replies: 1
Views: 1090

Lost service_id data from ticket table???

6.0.14
Logged in this morning and unable to view ticket data. Did some digging, found the last 11293 rows in the ticket table are have a service_id of NULL

I'm currently uploading the last backup to see if it's valid...

Any ideas how the database could lose service_id data????
by kruegerM
04 Dec 2018, 17:51
Forum: General
Topic: Custom dashlet not seeing updated pending state [RESOLVED]
Replies: 1
Views: 1199

Re: Custom dashlet not seeing updated pending state [RESOLVED]

I gave up on the test machine and brought up our secondary test. Made the changes on the secondary machine and they worked (?). Made an OPM from secondary test and upgraded the original test. everything is working. Evidently a typo somewhere on the initial test machine - which is why when I do a sec...
by kruegerM
03 Dec 2018, 21:36
Forum: General
Topic: Custom dashlet not seeing updated pending state [RESOLVED]
Replies: 1
Views: 1199

Custom dashlet not seeing updated pending state [RESOLVED]

We have a custom dashlet for one of our ticket types that shows items for the current user. The links are {All}, {Open}, and {Pending} Yesterday we added a new PENDING value: pending follow-up that is a pending reminder type. It's id is 19 . I updated the .pm file to include the new pending state, b...
by kruegerM
09 Nov 2018, 23:20
Forum: General
Topic: 6.0 - "Browser Too Old" after going from 6.0.11 to 6.0.12
Replies: 10
Views: 2006

Re: 6.0 - "Browser Too Old" after going from 6.0.11 to 6.0.12

I tried removing our customizations and in the process must have touched something I shouldn't have - ended up with non-responsive system. Since it was a test environment before we migrated Production, I dumped it - cloned a fresh copy of Production, then did a 6.0.12 migration on it. Everything is ...
by kruegerM
09 Nov 2018, 15:46
Forum: General
Topic: 6.0 - "Browser Too Old" after going from 6.0.11 to 6.0.12
Replies: 10
Views: 2006

Re: 6.0 - "Browser Too Old" after going from 6.0.11 to 6.0.12

ok- ran the DBUpdate script - made no difference.
by kruegerM
09 Nov 2018, 15:31
Forum: General
Topic: 6.0 - "Browser Too Old" after going from 6.0.11 to 6.0.12
Replies: 10
Views: 2006

Re: 6.0 - "Browser Too Old" after going from 6.0.11 to 6.0.12

I didn't run the DBUpdate-to-6.pl script because I didn't see it was needed between 6.0.11 and 6.0.12.
And I import our configuration because we have many changes to the default.

M
by kruegerM
08 Nov 2018, 15:41
Forum: General
Topic: 6.0 - "Browser Too Old" after going from 6.0.11 to 6.0.12
Replies: 10
Views: 2006

Re: 6.0 - "Browser Too Old" after going from 6.0.11 to 6.0.12

RPM 6.0.12
otrs.setPermissions.pl
started httpd & otrs.Daemon.pl
updated to ITSM-6.0.12.opm
imported our configuration
by kruegerM
06 Nov 2018, 19:54
Forum: General
Topic: 6.0 - "Browser Too Old" after going from 6.0.11 to 6.0.12
Replies: 10
Views: 2006

6.0 - "Browser Too Old" after going from 6.0.11 to 6.0.12

Everything was running fine with version 6.0.11.
This morning I migrated to 6.0.12 and any browser I try is getting the "Browser Too Old" error.

Ideas greatly appreciated at this point.


M
by kruegerM
20 Sep 2018, 21:07
Forum: Help
Topic: Dashboard not holding settings (6.0.10) - RESOLVED
Replies: 2
Views: 518

Re: Dashboard not holding settings (6.0.10) - RESOLVED

I was positive I had but did once more since you asked.
...
issue resolved.

Thanks for pressing that button!
by kruegerM
20 Sep 2018, 17:44
Forum: Help
Topic: Dashboard not holding settings (6.0.10) - RESOLVED
Replies: 2
Views: 518

Dashboard not holding settings (6.0.10) - RESOLVED

I log into our migrated 6.0.10 OTRS system; setup the dashlets where I want them. When I log out and log back in - nothing is as I set it. I have tried using otrs.Console.pl Maint::Cache::Delete after setting up the dashboard, but when I log out and back in, none of my settings are kept. I'm guessin...
by kruegerM
28 Aug 2018, 15:53
Forum: Help
Topic: OTRS 6.0.x and self-signed certificates doesn't display articles
Replies: 5
Views: 694

Re: OTRS 6.0.x and self-signed certificates doesn't display articles

I've also never had a problem with self-signed SSL certs until this version. I realize the database makeup of articles grew significantly since 6.x, but this was driving me crazy. Not sure quite how they changed, but since old article text shows fine, it was only text added after going to 6.0.10 tha...
by kruegerM
27 Aug 2018, 18:32
Forum: Help
Topic: OTRS 6.0.x and self-signed certificates doesn't display articles
Replies: 5
Views: 694

[OPERATOR ERROR] Re: OTRS 6.0.x and self-signed certificates doesn't display articles

In the standard SSL.CONF file around here is the line Header always set X-Frame-Options DENY which was, of course, over-riding the OTRS setting of SAMEORIGIN. Once that line was commented out - everything works fine. My apologies for any confusion this may have caused anyone. M -- morale of the stor...
by kruegerM
27 Aug 2018, 15:19
Forum: Help
Topic: OTRS 6.0.x and self-signed certificates doesn't display articles
Replies: 5
Views: 694

Re: OTRS 6.0.x and self-signed certificates doesn't display articles

Firefox doesn't display anything. Using OTRS straight out of the box, no inside other frames, etc.
by kruegerM
24 Aug 2018, 14:57
Forum: General
Topic: How to change length of custom fields in views?
Replies: 11
Views: 1688

Re: How to change length of custom fields in views?

should be same controls as Queue View.
by kruegerM
24 Aug 2018, 14:53
Forum: General
Topic: How to change length of custom fields in views?
Replies: 11
Views: 1688

Re: How to change length of custom fields in views?

sorry- guess coffee hasn't kicked in yet.

As in Queue View?

AgentTicketOverviewMedium / AgentTicketOverviewSmall I believe control those displays. 'small' controls the 'medium' button and 'medium' controls the 'small' and 'large' buttons ... if memory serves.

M
by kruegerM
24 Aug 2018, 14:37
Forum: General
Topic: How to change length of custom fields in views?
Replies: 11
Views: 1688

Re: How to change length of custom fields in views?

if you are viewing the ticket - AgentTicketZoom.tt
if creating, will depend on whether phone or email
by kruegerM
24 Aug 2018, 14:32
Forum: General
Topic: How to change length of custom fields in views?
Replies: 11
Views: 1688

Re: How to change length of custom fields in views?

try using an inline style and include !important to override any css - ie;

style: "font-size:24pt !important"

M
by kruegerM
23 Aug 2018, 23:07
Forum: Help
Topic: OTRS 6.0.x and self-signed certificates doesn't display articles
Replies: 5
Views: 694

OTRS 6.0.x and self-signed certificates doesn't display articles

Create a new OTRS 6.0.10 system. Activate SSL and create a self-signed certificate Text in articles does not display in Firefox In IE (11), the article box contains the following: This content cannot be displayed in a frame To help protect the security of information you enter into this website, the...
by kruegerM
22 Aug 2018, 19:40
Forum: General
Topic: missing Article text after upgrade to 6.0.10
Replies: 6
Views: 941

Re: missing Article text after upgrade to 6.0.10

Could use a hint as to why any article created BEFORE the migration to 6.0.10 displays when SSL is active, but articles created AFTER the migration do not. Both show if I disable SSL, but new ones don't when SSL is active. Where in the database does it indicate whether the article is before or after...
by kruegerM
20 Aug 2018, 23:22
Forum: General
Topic: missing Article text after upgrade to 6.0.10
Replies: 6
Views: 941

Re: missing Article text after upgrade to 6.0.10

Resolved the issue. The test server had an expired make-shift certificate. Once I disabled SSL on the server, restarted HTTPD, and logged in via HTTP:// - everything displays fine. not sure why this didn't bother 5.0.24 .... but removing it did resolve the 6.0.10 issue ... UPDATE: Issue persists. Ha...
by kruegerM
20 Aug 2018, 21:20
Forum: General
Topic: missing Article text after upgrade to 6.0.10
Replies: 6
Views: 941

Re: missing Article text after upgrade to 6.0.10

progress (?) Went to a different PC - this time, IE shows the following in the article text area This content cannot be displayed in a frame To help protect the security of information you enter into this website, the publisher of this content does not allow it to be displayed in a frame. Thought: B...
by kruegerM
20 Aug 2018, 20:07
Forum: General
Topic: missing Article text after upgrade to 6.0.10
Replies: 6
Views: 941

Re: missing Article text after upgrade to 6.0.10

Hi Roy.

Yes - browser was first thing I checked - should have mentioned it :)
I have tried IE, Chrome, and Firefox - they all show no text in the article box.

M
by kruegerM
20 Aug 2018, 19:26
Forum: General
Topic: missing Article text after upgrade to 6.0.10
Replies: 6
Views: 941

Re: missing Article text after upgrade to 6.0.10

I dropped the database - cleared the system. installed 6.0.10 using rpm installed a new database with install.pl created an Admin user with root logged in as new Admin user clicked on the "Welcome to OTRS!" ticket and added a note The text does not display. What am I doing wrong??? This is a brand n...
by kruegerM
20 Aug 2018, 16:32
Forum: General
Topic: missing Article text after upgrade to 6.0.10
Replies: 6
Views: 941

missing Article text after upgrade to 6.0.10

v = 5.0.23 When I migrate from 5.0.23 to 6.0.10, the text in new ticket articles is no longer displaying. The text exists in the article_data_mime table (a_body), but it does not display in the ticket itself. The subject is there, but the box for the actual text is blank. If I do a 'Reply to Note' -...
by kruegerM
09 Aug 2018, 17:48
Forum: General
Topic: Error after upgrading to OTRS 6 "Can't locate object method "new" via package..."
Replies: 3
Views: 3147

Re: Error after upgrading to OTRS 6 "Can't locate object method "new" via package..."

RESOLVED PROBLEM: After migrating to 6.0.10, after logging in - I would get a system error in the browser and error_log would have an item about not being able to find Kernel\System\Ticket\ArticleSearchIndex/StaticDB.pm. SOLVED: After logging in, I updated URL to .../otrs/index.pl?Action=Admin. Fro...
by kruegerM
03 Aug 2018, 18:27
Forum: General
Topic: Dynamic Fields in the 'Header' area of AgentTicketZoom
Replies: 0
Views: 689

Dynamic Fields in the 'Header' area of AgentTicketZoom

Currently at 5.0.24. We have two dynamic fields that we have suppressed display of in the Sidebar and instead displayed them in the Header; between the Title and the Menu Bar. Going to 6, I notice the rework of TicketZoom processing - the separation of header info and sidebar info (TicketInformation...
by kruegerM
02 Aug 2018, 21:46
Forum: General
Topic: Error after upgrading to OTRS 6 "Can't locate object method "new" via package..."
Replies: 3
Views: 3147

Re: Error after upgrading to OTRS 6 "Can't locate object method "new" via package..."

I'm seeing the same problem upgrading from 5.0.14 to 6.0.10 new data*** I had a successful migration from 5.0.14 to 6.0.8, so I cloned that system, then updated from 6.0.8 to 6.0.10. Now the failure is can't find Kernel\System\Ticket\ArticleSearchIndex/StaticDB.pm . I looked at the 6.0.8 directories...