Znuny and ((OTRS)) Community Edition

Giulio Soleni

Doesn't a re-install remove all databse entries? I am not absolutely sure about that but I do not think so. Honestly I did perform only a few tests where I had to reinstall one add-on due to some errors on a first upgrade attempt, and in that few cases the previous data were preserved. On the other...

Giulio Soleni

I would like to add to the list of possible issues also the upgrade of add-on modules. I had some issue upgrading ITSM and FAQ modules and until they aren't fully upgraded the system cannot be accessed (because of the different kinds of template type *.tt instead of *.dtl) From my personal experienc...

Giulio Soleni

ciao, presumo tu debba proprio allineare le password dell'utente otrs di postgres per i due db (e di conseguenza la pass nei due file /opt/otrs/Kernel/Config.pm) Io ho sempre usato MySQL e non so esattamente quale sia la sintassi da usare nel caso di PostgreSQL ... Google mi suggerisce ALTER ROLE ot...

Giulio Soleni

Ciao Simone, mi spiace ma non ho esperienza di installazioni su Ubuntu o derivate debian... e dunque non saprei dirti se questo problema potrebbe presentarsi anche per versioni di OTRS 3.3.x In CentOS o RedHat d'altra parte so per esperienza che spesse volte problemi di accesso a database o di appar...

Giulio Soleni

Ciao, ti chiederei per favore di verificare se hai tutti i moduli perl installati correttamente: /opt/otrs/bin/otrs.CheckModules.pl e lo stato del db (raggiungibilità e consistenza) /opt/otrs/bin/otrs.CheckDB.pl Verifica inoltre se la password dell'utente db di otrs risulta correttamente impostata a...

Giulio Soleni

Ciao, sei sicuro che la password di root@localhost sia corretta...? Nel caso prova a reimpostarla ad un nuovo valore: /opt/otrs/bin/otrs.SetPassword.pl root@localhost NewPassword123 Se il problema persiste o se il comando SetPassword stesso ti dà un errore allora la situazione può essere più comples...

Giulio Soleni

Nice to hear

In that case you have to check what is the plugin or add-on in firefox that affect the normal pop-up behavior...
I suggest you to disable them one by one, until you get the "guilty" one.

The same - i think - should be done for Chrome.

Giulio Soleni

Please, just try to run Firefox in Safe mode... maybe you have an add-on installed that can interfere with the pop-up behavior.
To do so just clic on your "Shift" button on the keyboard and then clic on the firefox icon... select Safe Mode and then browse to your OTRS page.

Giulio Soleni

I am sorry but without any other evidence on logs or other alerts it's hard to understand what can cause this issue... It could be a problem of accessing some tt files, in that case I may suggest to reset the permissions of the code files of OTRS from the ssh shell, connect as root and issue the fol...

Giulio Soleni

does this problem occur only for ticket replies or for any "button" you clic? for example, if you clic on "History" or "Close" buttons, can you perform that actions? Also, did you find any strange error on the logs? Please, it's important you provide the OTRS version yo...

Giulio Soleni

Hi,
did you check the popup permissions of your browser?
Sometimes it happens popups are blocked by default from the browser and you need to allow the the webpages to be shown.

Giulio Soleni

from the code you posted I see some possible troubles... probably the most "messed-up" part of the file is that related to customer users. My suggestion: - check with telnet if the connection to your 10.99.32.11 ActiveDirectory server is opened from OTRS; - check that you can bind CN=90019...

Giulio Soleni

Problems like that sometimes depend on SELinux condition... Please check if SELinux is disabled and, if it is not, disable it. To do so, edit /etc/selinux/config and check the SELINUX parameter settings ... you should set it as: SELINUX=disabled Also, I would disable the Linux firewall as well, with...

Giulio Soleni

I am looking at the very first issue reported: Starting httpd: httpd: Could not reliably determine the server's fully qualified domain name, using localhost.localdomain for ServerName Is the hostname and FQDN of the system correctly specified?? You should set it within /etc/sysconfig/network and als...

Giulio Soleni

After the suggestions of RStraub I think you should go through a full stop and start of the main services, cleaning up all caches... as root run the following: service otrs stop /opt/otrs/bin/otrs.Scheduler.pl -a stop --force service crond stop service httpd stop Then switch to otrs user... you may ...

Giulio Soleni

Hi, I am not sure it's related to your issue, but as a last step of the upgrading procedure http://otrs.github.io/doc/manual/admin/4.0/en/html/upgrading.html you should run bin/otrs.RebuildTicketIndex.pl ... there are also some other "Rebuild" scripts that sometime help in adjusting issues...

Giulio Soleni

... for the permissions, if you are using CentOS or Red Hat distribution try: bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache --otrs-group=apache --web-group=apache /opt/otrs if you are running SuSE (or OpenSuSE) try: bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=wwwrun --otrs...

Giulio Soleni

Hi, from OTRS 3.3 onwards new tables created in the MySQL UPGRADING process will be created with the default table storage engine set in your MySQL server. In MySQL 5.5 the new default type is InnoDB . As specified in the upgrading instruction at § 6.1 You have two options: you can change the defaul...

Giulio Soleni

Hallo, I have solved writing a script that sync Customer's OTRS groups with LDAP (or ActiveDirectory) groups: in other words, the assignment of RO or RW permissions to customers on their OTRS groups is based on a map (specified within a configuration file) where for each LDAP group is specified a co...

Giulio Soleni

Hi, I have elaborated a little bit your solution as it follows... this way wherever the word "Support" is found it is replaced with Manutención in spanish and Manutenzione ... it's still just a test but more specific to what I would like to get: $("#Dest option").each(function(){...

Giulio Soleni

I think I am close to a solution (or at least to a workaround...) however there still something more to do... Taking into account your precious hint, eandrex, I use the following snippet: $('#Dest').find('option').each(function(index,element){ var TranslatedText = [% element.text | Translate | JSON ...

Giulio Soleni

Hallo eandrex, thank you very much for your hint! Would you be so kind to detail a little bit more your answer? As far as I could see within CustomerTicketMessage.dtl (in OTRS 3.3.x) the block that should be edited is this one:  <div> <label for="Dest" class="M...

Giulio Soleni

I am still looking for a solution... I am checking 4.0.7 version now but the behavior is the same as it was for 3.3.x
I am wondering if someone may help me on this topic too... or maybe has an idea to answer my question in a different way.
thank you

Giulio Soleni

I have opened a bug some time ago: http://bugs.otrs.org/show_bug.cgi?id=10971 however the problem seems to be hardly reproducible and therefore the bug has been closed.
If you have some more data, maybe you can try to provide them to the support and open the bug again.

thank you,
Giulio

Giulio Soleni

Ciao, il modulo 0270-TicketQueueOverview è configurato in SysConfig Ticket -> Frontend::Agent::Dashboard

otrs.jpg

Forse hai rinominato alcuni stati e OTRS non si trova più quelli definiti in questa configurazione...

Giulio Soleni

This is my small contribution:
viewtopic.php?f=60&t=28667

Giulio Soleni

Hi, I needed a map between LDAP groups of users and OTRS groups for customers. This feature is not available out of the box as it is for agents (after a configuration of Config.pm file), therefore I wrote down the following script: /opt/otrs/bin/myotrs.AddLDAPCustomer2Group.pl #!/usr/bin/perl # -- #...

Giulio Soleni

Hi, as I specified here there are several id's to access the same date field. So, if you named your field Dyn2bDate you will have: DynamicField_Dyn2bDate Used ... to make reference at the checkbox to select or not the dyn-field DynamicField_Dyn2bDate Minute , DynamicField_Dyn2bDate Hour , DynamicFie...

Giulio Soleni

Hi, I have installed ArticleCopyMoveDelete-1.3.1.opm on OTRS 3.3.11 on command line with otrs.PackageManager.pl and at the end of the installation process I got this error: ERROR: OTRS-otrs.PackageManager.pl-10 Perl: 5.18.1 OS: linux Time: Sat Feb 21 12:56:55 2015 Message: Module var/packagesetup/Ar...

Giulio Soleni

Could it be you had some customization of some core files that you have forgot to update? Is there anything within /opt/otrs/Custom folder? ... or some files that you may have directly changed or duplicated when you used 3.1.* version? In the worst case you may try to take a "drastic" apro...

Giulio Soleni

mmh... gotcha

I am presently managing to do it with a script that browse users in ActiveDirectory, check their groups and then tries to add them to the corresponding OTRS groups.
As soon as I have some results I'll post here below...

Giulio Soleni

Hi, from /opt/otrs/kernel/Config/Defaults.pm I could see (and I tested) it is possible to map ActiveDirectory groups into OTRS groups (and also into OTRS roles) for Agents sync purposes. I would like to know if the same is somehow feasible for Customers users as well. I already mapped my customers f...

Giulio Soleni

The correct approach is to copy and paste from /opt/otrs/Kernel/Config/Defaults.pm into /opt/otrs/Kernel/Config.pm the whole $Self->{CustomerUser} = { ... } section and edit it wherever necessary. Also you may have different backends for customers (for example OTRS DB and LDAP) ... in that case you ...

Giulio Soleni

hi, after a thorough analysis I found that there was a custom dashlet imported from ver 3.2.16 that was not compliant with the format in 3.3.x It was in the form of an xml file under /opt/otrs/Kernel/Config/Files/Custom-dashlet.xml I removed it from the configuration files and from the SysConfig; I ...

Giulio Soleni

Hi reneeb, thank you for your quick reply. On the server I repeatedly perform the following sequence: /opt/otrs/bin/otrs.RebuildConfig.pl /opt/otrs/bin/otrs.LoaderCache.pl -o delete /opt/otrs/bin/otrs.DeleteCache.pl /opt/otrs/bin/otrs.DeleteSessionIDs.pl --all and I personally run the browser after ...

Giulio Soleni

Hi, after updating OTRS from 3.2.16 to 3.3.11 following the UPGRADE documentation I experienced the following issue: when some web pages refreshes after an idle period has expired a popup with the following message appears: "An error occurred! Do you want to see the complete error message?"...

Giulio Soleni

Hallo, actually I did not move my prod system on CentOS 7 and I am still on CentOS 6.x. However since from my tests on CentOS 7 and some other installations on OpenSuSE 13.1 (which also is released upon apache 2.4) let me use mod_perl without issues. So probably the previous issues with mod_perl hav...

Giulio Soleni

Ciao,
hai provato ad usare il modulo di TimeAccounting ?
http://ftp.otrs.org/pub/otrs/packages/
Onestamente gli ho dato solo una rapida occhiata qualche anno fa, ma può darsi che faccia al caso tuo.

Giulio Soleni

I made some tests on CentOS 7 some time ago and I posted here my considerations.

Please note that you might also have to take care to update the db engine from MyISAM to InnoDB; you may find here some further info.

Giulio Soleni

You're welcome and no quesion is stupid

Pleased to have been of help.

Giulio Soleni

Thank you crythias.
Since my OTRS system is one single box where everything is hosted on the same VM I think that I will definitely select FS session management.

Giulio Soleni

If you cannot install perl(GD) from official repositories you may try to download and install it from a public repo: This for example ftp://rpmfind.net/linux/centos/6.6/os/x86_64/Packages/perl-GD-2.44-3.el6.x86_64.rpm However sometimes CentOS packages are not 100% equals to RHEL packages ... often i...

Giulio Soleni

Well, it's a fact that you have to link at least an "answer" template to a queue if you want to allow agents to reply to an article. Formerly they were called "Responses". Without any link, the reply menu is left empty... it's not a bug. It's explained in the admin manual here ; ...

Giulio Soleni

hi,
maybe the question is obvious but ... did you connect any reply template to your IS::Application Support::Business Applications::Oz Reporting queue?

Giulio Soleni

Please do not cross-post.
Use only one thread: viewtopic.php?f=62&t=27572

Giulio Soleni

Hallo, my contribute related to the module installation issues. With CentOS 6.x all the required modules are available from the standard repos or from EPEL repos and can be installed with yum. I guess the same is for RHEL 6. These are the steps valid for CentOS 6 x86_64: - Setup EPEL repos as downlo...

Giulio Soleni

Thank you eandrex, I will switch to FS at the earliest opportunity. However still I do not know how should I interpret that "frontend server can be splitted from the db server" in the manual, and if this "split" may imply some side effects for example when I'll decide to update t...

Giulio Soleni

Hi, I would like to increase the performances of OTRS and try to get rid of some annoying warnings in the log related to sessions. For this reason I would change the SessionModule from DB to FS. From the manual I can read With "DB" the frontend server can be splitted from the db server. .....

Giulio Soleni

You should copy & paste from /opt/otrs/Kernel/Config/Defaults.pm the section related to customer configuration into /opt/otrs/Kernel/Config.pm (or better define a pretty new file as a copy of /opt/otrs/Kernel/Config.pm and put it into /opt/otrs/Custom/Kernel/Config.pm). And then edit your Config...

Giulio Soleni

hallo,
did you enable Company Support on your /opt/otrs/Kernel/Config.pm ?

Code: Select all

CustomerCompanySupport => 1

Search found 392 matches