Znuny and ((OTRS)) Community Edition

gears

Excellent info in this thread. Along with https://blog.otrs.com/2011/09/05/agent- ... ignatures/ and verifying attributes sync mapping in /opt/otrs/Kernel/Config.pm it helped identify a problem syncing ad ldap telephonenumber attribute to agent preference fields & signature tags on 5.0.14.

gears

In OTRS 5.0.14 I'm modifying which queues are presented in the customer ticket creation page through sysconfig >> Frontend::Customer::Ticket::ViewNew >> CustomerPanelOwnSelection which works well. Is it also possible anywhere to designate the order of queues in the list rather than the default alpha...

gears

Thanks for some good leads. I'm interested in defaulting OTRS 5.0.14 to desktop mode always until customer selects mobile mode Changing that code in /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerHeader.tt seems to have no effect for some reason. Even commenting that line out entirely seems...

gears

This is a 5.0 updated followup and expansion on previous 3.0 writeup at http://forums.otterhub.org/viewtopic.php?f=60&t=9023 Credit to helpful posts learned from: http://forums.otterhub.org/viewtopic.php?t=30458 http://forums.otterhub.org/viewtopic.php?t=28863 Create dynamic fields with naming &...

gears

This error is recurring for one specific user. Address.pm line 161 line 161 is "{ warn "Unmatched '<>' in $line" if $depth; " and the closing ">" is indeed missing in the error message but it's not clear what's generating that format after reviewing info in the user's o...

gears

it's a good idea but I think that will result in duplicate notification on tickets customers create since those notifications are still making it to agents who subscribed to the queues. we could get away from using the my queue subscriptions for notifications and go back to explicitly selecting queu...

gears

updated for 5.0 - echo "<div class="WidgetSimple" id="MessageOfTheDayBox"> <div class="Header"> <h2 class="Center">[% Translate("Message of the Day") | html %]</h2> </div> <div class="Content"> <p>$(/usr/games/fortune -a -e)</p> </div>...

gears

previously before changing old 3.0 notifications to invalid and using new 5.0 notifications, if any agent created a phone or email ticket through the web interface, all agents would receive an email notification which is the desired result currently: agent1 creates phone ticket with agent2 assigned ...

gears

Edit: answering my own question here for posterity, i think these errors are just coming from agents entering typos in the urls in their browser bar when they try to substitute another ticket # manually. [Mon Nov 28 14:21:25 2016][Error][Kernel::System::Web::InterfaceAgent::Run][196] Module Kernel/M...

gears

Perfect, thanks for the pointer

Ticket → Frontend::Agent::ToolBarModule
Frontend::ToolBarModule###12-Ticket::TicketSearchFulltext

gears

The search box in the header of our OTRS 3.0.11 agent interface disappeared after updating to 5.0.14. The index.pl?Action=AgentTicketSearch magnifying glass link is still there to being up the full search menu but any way to restore the box for immediate text searches? Thanks

gears

OTRS 5.0.14, Apache/2.2.22, Debian 7.11

Firefox 50 & Chrome 54 look right:

nav-FF.png

IE11 doesn't display icons since recently updating OTRS from 3.0.11 to 5.0.14 - I've tried setting or unsetting compatibility mode with no change. Any ideas?

nav-IE11.png

gears

Thanks, upgrade from 3.0.11 to 5.0.14 is now completed with packages updated at each otrs version

gears

To answer the first part of my own question, more options appeared after selecting the 'update repository information' link in the web interface at /otrs/index.pl?Action=AdminPackageManager. I was then able to use the upgrade links in the online repository section successfully for the FAQ & Surv...

gears

OTRS 3.1.21 Debian 6.0.10 Apache 2.2.16 mysql Ver 14.14 Distrib 5.1.73 Setup test system and successfully upgraded 3.0.11 to 3.1.21 using /opt/otrs-3.1.21/UPGRADING. Is there a process to safely upgrade FAQ & Survey packages afterwards and retain their data? Also, when going through upgrade sequ...

gears

I see "OTRS can now fetch email also over POP3/TLS connections" in the 3.3 release notes. Will find out if we can make it through updating from 3.0.11 to 3.3 with the system intact and retry the fetch with pop3tls. **Update #1** same problem with pop3s, pop3tls, imaps, or imaptls after upg...

gears

Inbound pop mail fetch started failing today. I'm assuming something changed or was upgraded at the POP server that broke compatibility. Credentials have been confirmed working through a webmail portal which does list the emails OTRS is no longer able to fetch. Telnetting the server on pop3s port 99...

gears

Using OTRS 3.0.11 - I found that the forms on customer + agent side would render correctly in IE10 by bringing up the IE10 ‘developer tools’ with F12 key and then select ‘Internet Explorer 7 Standards’ for the document mode. Forms were also at least "functional" with ‘IE8 Standards’ or ‘IE...

gears

Still seeing same issue on an updated version of OTRS + FAQ OTRS System: Debian 6.0.3 amd64 running as a VM on VMWare ESXi 4.1.0 mysql Ver 14.14 Distrib 5.1.49, for debian-linux-gnu (x86_64) using readline 6.1 Apache/2.2.16 OTRS 3.0.11 FAQ 2.0.7 Everything is running locally on the same hard drive. ...

gears

I decided to approach this from another angle rather than bang my head over the Config.pm GroupDN AccessAttr UserAttr further. What I ended up doing is probably not the right way to go about this but here's what I came up with by leveraging mod_auth_kerb + apache directly: in /etc/apache2/conf.d/otr...

gears

I shuffled things around a bit and moved the OTRS group into the Users CN, so the group dn that i'm trying to use to restrict who can log into the agent page is now CN=OTRS,CN=Users,DC=mydomain,DC=com per the documentation @ http://doc.otrs.org/3.0/en/html/auth-backends.html # Check if the user is a...

gears

You never cease to amaze me sir. :D What you've shown makes sense. I'm not quite brave enough to push this change through on the 'production' OTRS but I'm in the process of putting together a testing system and will give it a go there! Since my setup uses the same LDAP backend for both agents and cu...

gears

strangely, I just tested this out on the customer side and it works instantly for all the attributes I've tested so far including the phone numbers. Even works on my own customer account which is also an agent account. Still can't get the agent side to pull in the additional attributes though. custo...

gears

1) my experience has been that when the customer reopens a ticket from their side, it is also reopened on the agent side. you can also configure OTRS to notify you on their followups.
2) Does this help? http://faq.otrs.org/otrs/public.pl?Acti ... ItemID=362

gears

Do you have all permissions options ticked for your account @ /otrs/index.pl?Action=AdminUserGroup;Subaction=Group;ID=2 ?

gears

I'm having the same issue as the OP. The AD attribute 'title' syncs fine, but still unable to pull AD attribute 'telephoneNumber' or 'mobile'. I have confirmed these are all populated correctly in AD via ADSI Edit & AD Users consoles. Initially I started by enabling these in the agent preference...

gears

this may be of interest to you: http://source.otrs.org/viewvc.cgi/otrs/ ... iew=markup

3.1.0 beta1 2011-11-22
18 - 2011-11-10 Fixed bug#5863 - Added autocomplete for Cc and Bcc in AgentTicketCompose

gears

Show us your Config.pm so we have more to go on regarding how you set things up. I haven't quite worked out all the kinks in my own deployment yet, but it is up and running and I found these helpful in this area: http://doc.otrs.org/3.0/en/html/auth-backends.html http://devilx.net/2010/03/19/otrs-ld...

gears

I think mrhaag sort of diverted this in another direction and I've been busy with other things but I'm revisiting it now. I'm sure I'm missing something owing to my experience level. Agents & customer accounts are both coming from the same LDAP backend but I thought that it might be possible to ...

gears

I've been experiencing the same behavior consistently. Not sure If I should file a bug report at this point on OTRS or if there is something I am doing to trigger this behavior. Basically I have a somewhat long faq article with about 10 jpg images. Let's say about 3/4 times when editing the full art...

gears

Credit for this howto goes to Crythias. He answered my questions with the basics here: http://forums.otrs.org/viewtopic.php?f=61&t=8933 . Consider this just an expanded writeup for future reference. The goal I was going for was to create custom links in the AgentTicketZoom which display the cust...

gears

That worked great. I may submit a howto with your tips and the steps I went through along with a few other details to expand the possibilities

Thanks

gears

Thanks for your reply. I've been researching a few areas of web development to expand my limited knowledge there and get a better understanding of your tips. I added document.compose.RichText.value = "$Env{"REMOTE_ADDR"}"; to Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl ...

gears

I've setup OTRS for AD SSO via Kerberos. I created a group in AD called OTRS and I thought I had my Config.pm set correctly to restrict agent logons to only members of this group but something is wrong. All employees are able to authenticate on the customer site at /otrs/customer.pl but any employee...

gears

My setup: OTRS 3.0.6 Debian 6.0 Apache 2.2 Is there a way to have the IP address of the computer posting the ticket parsed and inserted into the ticket body or the portion of the interface which views the ticket? I know the IP addresses are all showing up in /var/log/apache2/access.log but I'm not s...

gears

Setup used: OTRS 3.0.6 / Debian 6.0 / Apache 2.2 I'm sure there are other better ways to get the same result, but this is the method I devised with my limited knowledge. Another method could be to actually have it load anew with each page refresh. Keep in mind my MOTD is just to provide internal age...

gears

To follow up, customer LDAP login appears to be working now after modifying the last section to be as follows. I'm still not 100% sure why this may have fixed it, but I'll be doing further testing: $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Para...

gears

OTRS 3.0.5 Debian Linux 6.0 amd64 + Apache Win2k8R2 AD DC I am evaluating and testing OTRS for the first time. Agents in our AD are able to login and authenticate and their AD account info populates correctly in the Agents listing of the Admin panel. I have set things up so only AD users who are mem...

Znuny and ((OTRS)) Community Edition

Search found 38 matches

Re: Custom LDAP sync in Agent Preferences issue

Change sort order of queues menu in CustomerTicketMessage

Re: Change View Mode [Force Desktop or disable Mobile mode]

Display ip addresses + hostnames in tickets and notifications

otrs.Daemon.pl: Unmatched '<>'

Re: email notifications for agent-created tickets

Re: Humorous/entertaining MOTD

email notifications for agent-created tickets

[SOLVED] pm not in @INC

Re: Search box on OTRS 5

[SOLVED] Search box on OTRS 5

navigation bar icons missing on IE11

Re: upgrading from 3.0 to current

Re: upgrading from 3.0 to current

[SOLVED] upgrading from 3.0 to current

[SOLVED] POP3S: Auth for user failed!

[SOLVED] POP3S: Auth for user failed!

Re: IE10 with OTRS 3.0.7

Re: FAQ Module: corrupted articles

Re: Why are my customers able to authenticate as agents?

Re: Why are my customers able to authenticate as agents?

Re: Sync phone number from AD

Re: Sync phone number from AD

Re: A Few Questions

Re: lost admin tab

Re: Sync phone number from AD

Re: Unable to add more than one recipient to "reply" message

Re: can't add Agent with OTRS authenticating via LDAP

Re: Why are my customers able to authenticate as agents?

Re: FAQ Module: corrupted articles

Pass CGI environment variables IP hostname to TicketFreeText

Re: Insert customer IP address into ticket?

Re: Insert customer IP address into ticket?

Why are my customers able to authenticate as agents?

[SOLVED] Insert customer IP address into ticket?

Humorous/entertaining MOTD

Re: "Authentication succeeded, but no customer record is fou

[SOLVED] Authentication succeeded no customer record found