Znuny and ((OTRS)) Community Edition

kruegerM

Good call. An update had been made to TicketInformation.tt that hadn't been logged. I pulled the update, everything is working fine.

kruegerM

it's no longer just tickets I create
and, when a ticket gets "stuck" and won't let you view articles - you also can't move it - no one else can take ownership

kruegerM

Definitely a Front-End issue. Only happens in Chrome or Edge - the same ticket will view fine in IE or Firefox. Not Completely True - some ticket's don't work in any of those 4 browsers. But to pour salt into the wound - so far the only tickets with this problem are ticket I created - and I use the ...

kruegerM

The 'Console' tab of the browser console shows the following: Error while parsing the 'sandbox' attribute: 'ms-allow-popups' is an invalid sandbox flag. index.pl:1183 Uncaught SyntaxError: Unexpected identifier index.pl:1 Unrecognized Content-Security-Policy directive 'referrer'. When viewing other ...

kruegerM

OTRS 6.0.29 We sometimes get tickets where the interface display is "stuck" highlighting just one of the articles (typically the last one). if you click the gear (top-right) icon for the "Article Display" control - nothing happens. There are no errors in the System Log or in the ...

kruegerM

Thank you - both solutions work - we'll stick with adding the [mysqldump] section to my.cnf

kruegerM

After migrating to 6.0.29, we are getting the following error trying to do an export (mysqldump): mysqldump: Error 2020: Got packet bigger than 'max_allowed_packet' bytes when dumping table `package_repository` at row: 3 we have increased the max_allowed_packet in my.cnf to 3000M - still getting the...

kruegerM

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.

kruegerM

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 woul...

kruegerM

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...

kruegerM

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...

kruegerM

That did it!
Fixed the XML - error went away

Thanks!!!

kruegerM

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

kruegerM

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...

kruegerM

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...

kruegerM

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 tho...

kruegerM

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!!

kruegerM

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??

kruegerM

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!

kruegerM

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!

kruegerM

Can't be done with commercial release. Need business edition...

kruegerM

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->BackendForArtic...

kruegerM

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...

kruegerM

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!!

kruegerM

Yes, just tickets.

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

M

kruegerM

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...

kruegerM

I get the same error:

500 Can't connect to SERVER.CMPNY.org:443 at /opt/otrs/bin/Login-soap.pl

kruegerM

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($...

kruegerM

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...

kruegerM

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...

kruegerM

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????

kruegerM

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...

kruegerM

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...

kruegerM

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 ...

kruegerM

ok- ran the DBUpdate script - made no difference.

kruegerM

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

kruegerM

RPM 6.0.12
otrs.setPermissions.pl
started httpd & otrs.Daemon.pl
updated to ITSM-6.0.12.opm
imported our configuration

kruegerM

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

kruegerM

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

Thanks for pressing that button!

kruegerM

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...

kruegerM

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...

kruegerM

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...

kruegerM

Firefox doesn't display anything. Using OTRS straight out of the box, no inside other frames, etc.

kruegerM

should be same controls as Queue View.

kruegerM

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

kruegerM

if you are viewing the ticket - AgentTicketZoom.tt
if creating, will depend on whether phone or email

kruegerM

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

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

M

kruegerM

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...

kruegerM

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...

kruegerM

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...

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