OtterHub - Forum for the ((OTRS)) Community Edition

lochesistemas wrote: ↑
27 Jan 2020, 13:38
you mean this one? http://prntscr.com/qtg4mp

I never did anything to that field. I just enabled it.. that's it?

Yep, after deploying this you should the in each new tickets history that the dynamic field is set to 1.

- Roy

Hi,

Did you also enabled the related event module (Ticket::EventModulePost###9600-TicketDynamicFieldDefault)? Without no values are set.

- Roy

Hi,

Sorry, aber wo bitte wird Java verwendet? Dass wäre mir neu...

Ich gehe mal davon aus Du meinst Javascript und damit Frontend::JavaScriptPath

- Roy

Hi,

There's a Sysconfig called Ticket::Frontend::AgentTicketPhone::CustomerIDReadOnly

- Roy

2020-01-27 at 6.29 AM.png

This is the proper place where to insert.

- Roy

[quote=root post_id=166977 time=1579887885 user_id=921, Looks like you did not enabled the TicketDynamicFieldDefault properly. The dynamic field is not set. [/quote] I can't see from your history that the initial value. The result is that the Generic Agent will not match. Did you configured the sett...

Hi,

Looks like you did not enabled the TicketDynamicFieldDefault properly. The dynamic field is not set.

- Roy

Hi,

After these lines?

Code: Select all

# ---------------------------------------------------- #
# insert your own config settings "here"               #
# config settings taken from Kernel/Config/Defaults.pm #
# ---------------------------------------------------- #

- Roy

Hi,

I hope there are a few more, other lines at the end of the file Kernel/Config.pm. Sounds like a syntax error to me.

- Roy

Thank you. The thing is that also in the database, the article was empty. I am afraid I did not explain that correctly, sorry about that. The OTRS httptype setting is definetely something that could cause issues, but I highly doubt it changes the way how data gets written into the database. Kind re...

Hi,

I guess it's related to deploying SSL. Did you changed the System Configuration HttpType to https? Any changes in HTTP headers on your webserver?

- Roy

Hi,

Sure, these are Postmaster settings for pulling an e-mail from somewhere. Using SMTP means someone is sending it to your server. Search for .procmail in the forum.

- Roy

Hi,

Switch from pulling via POP3/IMAP to receiving via SMTP on your sever.

- Roy

CC will only work if you send an email via webservice which would require an update to OTRS 7 as this function is not available in the ((OTRS)) community edition Hi Sergio, No need for. Use the free open source add-on Znuny4OTRS-GIArticleSend and it works with version 6 of the Community Edition. Yo...

Hi, To filter invalid account use the configuration CustomerUserValidFilter for CustomerUser. See https://github.com/OTRS/otrs/blob/rel-6_0/Kernel/Config/Defaults.pm#L1608. Easy to use, AlwaysFilter is now available as works as intendend: you can't select disabled customer user but existing ticket w...

Hi,

Yes this is possible. Create a filter matching your groupDNs and use this one for AlwaysFilter

- Roy

Hi,

Did you see an entry in the communication log for every fetched e-mail, also for the emails where no ticket is created?

- Roy

Hi,

Try using the DBObject with Do() in a package setup of your sopm

- Roy

Hi @jojo, I doubt that I need to buy the thing if I try to activate connector by contacting sales. What if I setup Community V6.0 on my local environment? Can I access Webservices? Yes, you can upload the web service configuration from Github . Same info is availabel on the Github repo for the exam...

Hi,

Do you have a test system or a clone of your current one? Looks like someone else is fetching the emails too.

- Roy

Re: Update from 6.0.23 to 6.0.25 Hi, Did you cleared the OTRS cache? - Roy

Hi,

Did you cleared the OTRS cache?

- Roy

drodralv wrote: ↑
20 Jan 2020, 18:48
Hello,

we are about to upgrade to otrs 7 and we right now are using Centos 6.7

Hi, I recommend definitely to use a newer version of CentOS. Anyway, this forum does not cover OTRS 7 as long there is no Community Edition available. Check these topics with the vendor, you pay for it.

- Roy

Hi George,

Here's an example implementation and the usage for it. See it as an example implementation.

The reference for the API can be found at https://doc.otrs.com/doc/api/otrs/6.0/P ... ld.pm.html

- Roy

jojo wrote: ↑
16 Jan 2020, 17:54
Zeig doch mal Deinen bisherigen Prozess und die implementiere Logik für die Übergänge

Administrator Trainings findest Du hier:

Hi Jojo,

Du meinst https://otrs.com/academy/ oder? Ansonsten gibt es auch noch ausreichend Dienstleister die Schulungen anbieten.

- Roy

Hi, Ok, if you're using Postfix then check the .procmailrc. In the default one which is provided with OTRS we're all X-OTRS headers removed if the were not send from @example.com. Just comment these lines out. Thiis is to prevent other to remote control your OTRS by using headers. To secure it's bet...

dsekelybrs wrote: ↑
15 Jan 2020, 20:02
we are not using a fetch account to pull in tickets. so this is not applicable.

Then tell how e-mails got into your OTRS

- Roy

Hi,

schau doch mal in das Beispiel für CustomerUser in die Kernel/Config/Default.pm. Da gibt es eine Einstellung Namens ForeignDB die genau das macht was Du erwartest.

- Roy

Hi,

After changes on the database, what is not recommended, you should clear the OTRS cache.

- Roy

Hi, $Self->{'AuthModule1'} = 'Kernel::System::Auth::DB'; This single line I guess won't work. There are more parameter for Auth::DB. to the OP: Depending on the type of SSO, I guess it's Kerberos, you can also use HTTP Basic Authentication for your request. Otherwise configure Auth::DB as a 2nd auth...

Hi,

First reaction is an outgoing phone call or a reply. Autoresponses and ticket notification are not considered as a first response.

- Roy

Hi,

Did you uncomment these lines in the file scripts/apache2-perl-startup.pl?

Code: Select all

#use DBD::Oracle ();
#use Kernel::System::DB::oracle;

- Roy

Hi,

Is there a queue configured in the Mailaccounts?

- Roy

Hi,

Check the SysConfig for Frontend::RichText::EnhancedMode

- Roy

Hi,

Looks like wrong configuration. Using Sendmail means running the sendmail binary. I guess, from all other settings like host, authuser, etc. you tried SMTP or sth related,

- Roy

Hi,

Did you ever try to disable your dashboard customizations to exclude them as the origin of your performance issue?

- Roy

Hi,

No Need to worry or to change the ticket system. There are several alternatives for get e-mails into the system, like

- sending them via SMTP
- using fetchmail with OAuth

And you could ask a service provider for the Community Edition.

- Roy

Hi,

Wofür? Die steht doch in der Ticket-Detailansicht oben drin.

- Roy

Hi,

Do you have escalations configured?

- Roy

Hi,

Are there any external customer user databases connected with DB or LDAP backend?

- Roy

Nick, You have to adjust the SysConfig for PostMaster::PreFilterModule###1-SystemMonitoring - CloseTicketRegExp is a regex to determine the value of a host or service check when the ticket should be closed (Service OK, Host UP) - FromAddressRegExp is the e-mail PRTG is using as the sender address - ...

if you use different database backends (like LDAP & loca odr sevr LDAP-backends) for your customer user, you can restrict the access to groups. Just use AccessGroups => [ 'group1', 'group2' ], Hi mwilhelmi, There's no setting like this. From where do you got this? Hopefully you don't rely on this. ...

SSpt wrote: ↑
14 Dec 2019, 11:52
The initial article where i can't see the buttons to Forward or Reply is created by GenericInterface REST.
Can you point to the right direction? Where to check?

I already did, check the parameter of the REST call regarding to my first comment.

- Roy

Hi, Reply and Forward is shown based on the kind of the article. I recommend playing around with the parameter CommunicationChannel and SenderType Can anybody help??? It was very important to make it work this weekend. You should not rely on volunteers support, especially over the weekend. If it's i...

Hi, Ok, that was the order fo the configuration settings. I do not recommend changing the webserver configuration from the source. The easiest way to add your settings is to add an own config file in /etc/httpd/conf.d/ named like zzzz_custom.conf to get it loaded after zzz_otrs.conf. (I assume your ...

Also, this forum is not for OTRS 7, but for OTRS 1–6. And he is even using OTRS 6. Sorry to interrupt: This forum is for the ((OTRS)) Community Edition, without any restriction of the version number. The commercial product OTRS usually comes with a support contract from the vendor, ask there if que...

Hi,

das kannst Du hier nachlesen: https://doc.otrs.com/doc/manual/admin/6 ... quirements

Allerdings hat Deine Frage nicht wirklich etwas mit OTRS zu tun, sondern mit der eingesetzten Linux Distribution.

- Roy

Moin,

dann zeig doch mal die ganze ACL.

- Roy

Hi,

Is there only one line in /var/log/httpd/access_log?

- Roy

Hi, I'm just saying there is NO automatic assignment for SLAs in OTRS. This must always be done manually. If incoming ticket have a SLA maybe there's a PostMaster filter or a X-Header. Add the SLA parameter to your REST request and that's it (https://github.com/OTRS/otrs/blob/rel-6_0/Kernel/GenericI...

Hi,

sieht doch schon mal gut aus. Erste Frage: du testet nicht mit dem Agenten root@localhost, oder?

- Roy

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