Znuny and ((OTRS)) Community Edition

zhakal

Hi, I have an issue which makes stats very hard to do correctly. When a ticket is created and closed at the same time (ref, new phone ticket with state closed sucessfull) it doesn't add any value to the close_time in ticket_history. Is there a way to get this time somehow set but still keep the orig...

zhakal

Also awaiting any news around 3.1.X or any way to contribute on it.

zhakal

Thanks for all the feedback. This issue was solved by doing a new compilation of Apache with even more modules then suggested by default.

zhakal

I read your post a few times. I still don't know what your problem is. Can you post what your problem is? Saying that mod_perl doesn't work is like saying my car doesn't work. When I start the Apache worker (none standard installation through yum) it starts, loads up OTRS with all modules specified...

zhakal

Yes, we compiled a worker apache in /opt/apache with the same modules as the one you get from "yum install httpd" The config loads mod_perl correctly through zzz_otrs.conf with the same httpd.conf in standard as used by the compiled one. So it's something strange as the configs work in one...

zhakal

We've installed OTRS 3.1.5 on Redhat 6.2 with a mysql database. Everything works as it should, just not mod_perl. The following is the output from the Support Assessment and if i disable the perl module cgid it work either. So if anybody has a good way of fixing this. It would help alot!! Display we...

zhakal

joserribeiro26 wrote:jojo, thanks.

Yes, I intend to pay, but it is possible to pay only the addons? I do not need to subscribe.

Regards.

This is a question I'd also like a answer to. The price should be reasonable as it's no longer a subscription.

zhakal

For us to be able to use øæå and equivalent characters we added the following to Config.pm $Self->{'DefaultCharset'} = 'iso-8859-1'; And the MSSQL Collation: Danish_Norwegian_CI_AS It can be used with UFT-8 but then you need to find a matching Collation in MSSQL. The following might be the closest o...

zhakal

Thanks, that solved it quite nicely

Only thing you'd need to do is then to add user_id, group_id and permission_key to the group_customer_user

Pretty sweet and took only a couple of minutes to solve it for every customer!!

zhakal

This might have been solved in another thread, but can't find anything close to what i need to know. When a customer logs into the Customer interface, they can see every queue in the system. Is there a simple way of hiding/disabling given queues for the customer? The number of customers are above 40...

zhakal

It finds the correct line, but can't set a variable through:
'X-OTRS-CustomerUser' =>[***],

If i make it set aaa.aa@test.com statically it works.
So how to get the line it finds and use that in the CustomerUser field?

zhakal

This seems to be a bit better but still doesn't put the result in the CustomerUser field:
(?<=EMAIL )(([a-zA-Z0-9._%+-]+@[a-zA-Z0-9.-]+\.[a-zA-Z]{2,4}))

zhakal

Hi, I need to filter the parts of a email body and set the found variable as customer. My try at the regex is: EMAIL (([a-zA-Z0-9_\-\.]+)@([a-zA-Z0-9_\-\.]+)\.([a-zA-Z]{2,5})) Example: ABC aaabbbcccc BBB test@test.com CCC aaabbbcccddd EMAIL otrs@otrs.org DDD aaaabbbbb Postmaster filter so far: Match...

zhakal

The issue is the captcha settings not working properly. Might be settings etc.. should look at the admin/settings/captcha/recaptcha
Might even want to generate some new keys to get it working again.

So until this is resolved or looked at I can't make an account and contribute

zhakal

renee is it possible to also get a "Type" and"Service" field added the QuickClose? The most needed is "Type" Another thing is to make the QuickClose only active in certain queues, like the it's done in "Manage Response-Queue Relations" This way we can speed up...

zhakal

Clearing the cache doesn't work on this case. We had the same issue, I resolved it by removing the button on our environment as it wasn't needed. But if you look inside the 3.4.2 folder you have a file called OTRS-PATCHES.txt, have you done these steps? If not you need to follow the description here...

zhakal

Hi, This can be done by going into the admin page, then under Ticket Settings , Notifications (Event) Recipient groups: Agent Event: ArticleCreate Article Type: note-internal Notification article type: email-notice-int Example of email: Subject: <OTRS_CUSTOMER_SUBJECT[100]> Body: <OTRS_AGENT_BODY[45...

zhakal

Hi,
I've been wanting for some time now to contribute more to OTRS and wanted to add some pages onto the English Wiki page which where missing.
But when i try to register i get the following:

Could not open socket

zhakal

Thank you! I can now do a proper udate of the ckeditor

zhakal

Hi, When looking at the js/thirdparty plugins being used it seems OTRS 3.0.11 is running on older version of CKEditor. Namly the 3.4.2 version. Many of the CKEditor bugs i have at the moment seems to be fixed in the latest version 3.6.2 of CKEditor. To be able to update, do i need to do the tings de...

zhakal

I've set the locales.conf to the following and it solved it for us:

[default]
date format = %Y-%m-%d %H:%M:%S:%z

It all depends on the setup and what language you've set up, and if your using mysql, mssql or another DB.

zhakal

When doing a trace of the things happening on our MSSQL 2008 server, we find that when doing a normal report of a new ticket the following SQL query is sendt 400 times:

Select 1 where 0=1

Where is is and why does it run?

I've tried to find it but i cannot find where it is located.

zhakal

Which type of server does it run on?

If it's a linux enviroment you can alter the /etc/locales.conf

zhakal

You can alter the different .dtl files in Kernel/Output/HTML/Stanard (or folder for theme), then alter the given file.
This will make it display a new column but think you also need to change a PM file or two to get sorting etc working as intended for the new columns.

zhakal

Got the same error, you could get around it by altering the database to make comments allow NULL but that isn't fixing anything but just making another issue later on.

zhakal

Is there then a simple way to find all tickets for one company without having to search by a ID number but the actual name?

zhakal

At the moment when you want to search on given criterias, you are able to search on CustomerID and Customer User Login, but I need to be able to search on the name field used in the Customer_company table. It's mainly the same search criteria as on the AdminCustomerCompany search. How to do this in ...

zhakal

I've now got everything working, but only thing missing is a proper  for it to work with sorting and getting it highlighted.
But how to make these and link them to the CSS files?

zhakal

Hi,

I'm trying to add another column to the AgentTicketQueue view through AgentTicketOverviewSmall.dtl
I've managed to add the new column but i can't add another header column.
What and where do i need to change?

Running OTRS 3.0.10

zhakal

When changing the location of attachments to file storage, it only affects new tickets from the date it was put on. Is there any scripts or programs made to remove them from the DB and put them to the location on the file share? This will make everything use the fileshare, hence alot of speed will b...

zhakal

what type of systems are you running?
OTRS version, OS, DB type etc?
How much memory on the VM?

What is the output of 'top'?

zhakal

Finally found the problem and how to fix it!! \o/ The installation guide manual installation for linux (RHEL/Centos/fedora etc..) without the RPM package should be updated to include: Changing the etc/sysconfig/selinux file with the following: SELINUX=disabled Then reboot. I found the solution on th...

zhakal

I've added as mentioned the following in the Config.pm

$Self->{"Database::Type"} = 'mssql';

But the exactly same problem. I've managed to get OTRS 2.4.5 connected the same way to a MSSQL but 3.0.10 seems to be harder.

zhakal

Hi, I've made another server but from scratch using OTRS 3.0.10 on Centos 6 x64 which connects to a W2008/SQL2008 When running otrs.CheckDB.pl i get the following. [root@localhost]# perl /opt/otrs/bin/otrs.CheckDB.pl Setting of CS_OPT_TEXTSIZE failed. at /usr/local/lib64/perl5/DBI.pm line 720. Tryin...

zhakal

I was wondering if it was possible to assign two groups the same role somehow? If i do them after each other in $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} the last one is the only one active. Is it possible to do something like 'cn=agent,o=otrs' | 'cn=agent2,o=otrs' => { # otrs role 'r...

zhakal

Sorry didn't understand what you ment crythias. I've set up the following $Self->{'AuthModule::LDAP::Host'} = 'DC FQDN'; $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=GROUP1,dc=domain,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountname'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS,OU=GR...

zhakal

I want it to traverse two different OU's in a domain. Where it's domain\OU1 and domain\OU2 Should i then do the following. $Self->{'AuthModule::LDAP::BaseDN'} =''OU=BaseOU1,DC=example,DC=com'; $Self->{'AuthModule::LDAP::BaseDN1'} =''OU=BaseOU2,DC=example,DC=com'; Or should i do it in one go somehow ...

zhakal

If i add 1 after the LDAP::UserAttr1 it works, but how to add another? Simply add 2?

zhakal

I've set up a link to ActiveDirectory to give one group access. How to set up several groups? Is it as simple as just adding another GroupDN line? Or are there more changes needed? $Self->{'AuthModule::LDAP::GroupDN'} =''CN=otrs_ldap_allow_A,OU=Groups,OU=BaseOU,DC=example,DC=com'; $Self->{'AuthModul...

zhakal

I would install CPAN if you haven't already installed it
yum install perl-CPAN

Then start CPAN:
perl -e shell -MCPAN.

First time you might need to configure, simplest is autoconfigure
Once CPAN is started do the following:

install GD GD::Text GD::Graph XML::Parser PDF::API2

zhakal

Hi, I've set up a MSSQL2008R2 server, which mirrors to another server. But when i try to set up the mirrorDB i get no search results when trying to search. The system log doesn't output anything. DSN connection string is the following: DBI:Sybase:database=mirrordb;host=mirrordbhost;port=1433 Running...

zhakal

Hi,

Currently when accessing a ticket it jumps to the last unread artikle (star'ed one). But is it possible to change this to jump to the last article on the ticket instead?

zhakal

When using the Overview: Support Assessment i find the following "error" Check "System Time" vs "Current Timestamp". There is a material difference (43201 seconds) between application server (1313691961) and database server (1313648760) time. When checking the time the ...

zhakal

When i look in the system log it states: Wed Aug 3 19:54:16 2011 error OTRS-CGI-10 Invalid Date 'Aug 03 2011 08:18AM'! The left side states our time settings (24 h clock) but can't figure out why we get the Invalid and a 12 h clock. In the syslog we got the following: TimeInputFormat Option Timezone...

zhakal

The Ticket::Frontend::AgentTicketNote###RequiredLock is set to NO We want to be able to add a note to another agents ticket without taking ownership from him when we add a note. Same goes for customers if they email in a note to the given ticket, then the system account shouldn't be set to owner whi...

zhakal

A ticket is locked on another consultant, i add a note to it, it gets unlocked and locked to me instead. All the system log states is (email replaced by ####): Sun Jul 31 03:13:32 2011 notice OTRS-CGI-10 Sent agent 'AddNote' notification to '####'. If a custom sends in an note the system changes to ...

zhakal

Hi, When we have a ticket locked to a consultant and the customer replies with a note to it, it automatically unlocks the ticket (OTRS 3.0.9). This makes it harder for the right consultant to follow up the given ticket. The status on the ticket is still set to new, open or pending reminder, doesn't ...

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