Search found 1936 matches

by root
27 Jan 2020, 15:38
Forum: General
Topic: Notifications
Replies: 18
Views: 646

Re: Notifications

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
by root
27 Jan 2020, 13:10
Forum: General
Topic: Notifications
Replies: 18
Views: 646

Re: Notifications

Hi,

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

- Roy
by root
27 Jan 2020, 12:50
Forum: Hilfe
Topic: Anmeldung nach Update nicht mehr möglich
Replies: 3
Views: 30

Re: Anmeldung nach Update nicht mehr möglich

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
by root
27 Jan 2020, 11:39
Forum: General
Topic: CustomerID blank for external customer
Replies: 2
Views: 22

Re: CustomerID blank for external customer

Hi,

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

- Roy
by root
27 Jan 2020, 07:26
Forum: General
Topic: Notifications
Replies: 18
Views: 646

Re: Notifications

[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...
by root
24 Jan 2020, 19:44
Forum: General
Topic: Notifications
Replies: 18
Views: 646

Re: Notifications

Hi,

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

- Roy
by root
24 Jan 2020, 19:41
Forum: General
Topic: Internal Server Error after following Documentation / Multiple CustomerIDs per customer user
Replies: 5
Views: 59

Re: Internal Server Error after following Documentation / Multiple CustomerIDs per customer user

Hi,

After these lines?

Code: Select all

# ---------------------------------------------------- #
# insert your own config settings "here"               #
# config settings taken from Kernel/Config/Defaults.pm #
# ---------------------------------------------------- #
- Roy
by root
24 Jan 2020, 17:42
Forum: General
Topic: Internal Server Error after following Documentation / Multiple CustomerIDs per customer user
Replies: 5
Views: 59

Re: Internal Server Error after following Documentation / Multiple CustomerIDs per customer user

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
by root
24 Jan 2020, 15:18
Forum: Help
Topic: No articles shown on the WebGUI
Replies: 8
Views: 112

Re: No articles shown on the WebGUI

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...
by root
24 Jan 2020, 13:16
Forum: Help
Topic: No articles shown on the WebGUI
Replies: 8
Views: 112

Re: No articles shown on the WebGUI

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
by root
23 Jan 2020, 17:59
Forum: Help
Topic: Office 365 need Multi-Factor Authentication (MFA) accessing to fecth mail
Replies: 3
Views: 151

Re: Office 365 need Multi-Factor Authentication (MFA) accessing to fecth mail

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
by root
23 Jan 2020, 11:14
Forum: Help
Topic: Office 365 need Multi-Factor Authentication (MFA) accessing to fecth mail
Replies: 3
Views: 151

Re: Office 365 need Multi-Factor Authentication (MFA) accessing to fecth mail

Hi,

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

- Roy
by root
23 Jan 2020, 11:13
Forum: Help
Topic: REST API - Article field CC
Replies: 2
Views: 46

Re: REST API - Article field CC

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...
by root
23 Jan 2020, 07:55
Forum: General
Topic: Multiple GroupDN's
Replies: 3
Views: 158

Re: Multiple GroupDN's

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...
by root
22 Jan 2020, 18:04
Forum: General
Topic: Multiple GroupDN's
Replies: 3
Views: 158

Re: Multiple GroupDN's

Hi,

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

- Roy
by root
21 Jan 2020, 19:37
Forum: Help
Topic: Some emails not fetched on OTRS 6.0.20
Replies: 3
Views: 95

Re: Some emails not fetched on OTRS 6.0.20

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
by root
21 Jan 2020, 16:37
Forum: Help
Topic: How to implement the creation of a complex index into sopm-file?
Replies: 2
Views: 46

Re: How to implement the creation of a complex index into sopm-file?

Hi,

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


- Roy
by root
21 Jan 2020, 11:18
Forum: General
Topic: Rest Apis for OTRS 6.0
Replies: 15
Views: 413

Re: Rest Apis for OTRS 6.0

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...
by root
21 Jan 2020, 00:29
Forum: Help
Topic: Some emails not fetched on OTRS 6.0.20
Replies: 3
Views: 95

Re: Some emails not fetched on OTRS 6.0.20

Hi,

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

- Roy
by root
20 Jan 2020, 21:47
Forum: General
Topic: Update from 6.0.23 to 6.0.25
Replies: 18
Views: 246

Re: Update from 6.0.23 to 6.0.25

Hi,

Did you cleared the OTRS cache?

- Roy
by root
20 Jan 2020, 21:10
Forum: General
Topic: Updating to OTRS 7 (SO update required?)
Replies: 5
Views: 91

Re: Updating to OTRS 7 (SO update required?)

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
by root
20 Jan 2020, 11:54
Forum: OTRS Developers
Topic: Editing system configuration settings via sopm
Replies: 1
Views: 168

Re: Editing system configuration settings via sopm

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
by root
16 Jan 2020, 21:30
Forum: Hilfe
Topic: prozessmanagement | Grundlagen -> Übergänge
Replies: 5
Views: 95

Re: prozessmanagement | Grundlagen -> Übergänge

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
by root
16 Jan 2020, 00:48
Forum: Help
Topic: Tickets going to raw instead of default queue
Replies: 7
Views: 165

Re: Tickets going to raw instead of default queue

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...
by root
15 Jan 2020, 20:09
Forum: Help
Topic: Tickets going to raw instead of default queue
Replies: 7
Views: 165

Re: Tickets going to raw instead of default queue

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
by root
12 Jan 2020, 11:10
Forum: Hilfe
Topic: Problem mit Anbindung der Kundendatenbank an ERP
Replies: 2
Views: 87

Re: Problem mit Anbindung der Kundendatenbank an ERP

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
by root
10 Jan 2020, 19:44
Forum: Help
Topic: Chnage Article Visibility After Upgrade to OTRS6
Replies: 1
Views: 36

Re: Chnage Article Visibility After Upgrade to OTRS6

Hi,

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

- Roy
by root
09 Jan 2020, 20:55
Forum: Help
Topic: GenericInterface REST Authorization issues
Replies: 4
Views: 133

Re: GenericInterface REST Authorization issues

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...
by root
09 Jan 2020, 15:48
Forum: Help
Topic: SLA - Questions
Replies: 2
Views: 56

Re: SLA - Questions

Hi,

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

- Roy
by root
06 Jan 2020, 17:44
Forum: General
Topic: OTRS slowness and performance improvement.
Replies: 20
Views: 556

Re: OTRS slowness and performance improvement.

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
by root
04 Jan 2020, 21:02
Forum: Help
Topic: Tickets going to raw instead of default queue
Replies: 7
Views: 165

Re: Tickets going to raw instead of default queue

Hi,

Is there a queue configured in the Mailaccounts?

- Roy
by root
23 Dec 2019, 18:38
Forum: Help
Topic: Pasting from Excel
Replies: 3
Views: 111

Re: Pasting from Excel

Hi,

Check the SysConfig for Frontend::RichText::EnhancedMode

- Roy
by root
23 Dec 2019, 18:02
Forum: General
Topic: Impossible to send message to.
Replies: 7
Views: 244

Re: Impossible to send message to.

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
by root
23 Dec 2019, 13:13
Forum: General
Topic: OTRS slowness and performance improvement.
Replies: 20
Views: 556

Re: OTRS slowness and performance improvement.

Hi,

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

- Roy
by root
23 Dec 2019, 11:37
Forum: Help
Topic: Using OTRS with Gsuite (From October 30)
Replies: 5
Views: 578

Re: Using OTRS with Gsuite (From October 30)

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
by root
20 Dec 2019, 11:02
Forum: Hilfe
Topic: Ticketnummer aus dem E-Mail Betreff in die Ticket- /Artikelübersicht einblenden
Replies: 2
Views: 60

Re: Ticketnummer aus dem E-Mail Betreff in die Ticket- /Artikelübersicht einblenden

Hi,

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

- Roy
by root
19 Dec 2019, 20:11
Forum: General
Topic: OTRS slowness and performance improvement.
Replies: 20
Views: 556

Re: OTRS slowness and performance improvement.

Hi,

Do you have escalations configured?

- Roy
by root
19 Dec 2019, 16:28
Forum: General
Topic: OTRS slowness and performance improvement.
Replies: 20
Views: 556

Re: OTRS slowness and performance improvement.

Hi,

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

- Roy
by root
18 Dec 2019, 08:42
Forum: Help
Topic: System Monitoring module
Replies: 3
Views: 133

Re: System Monitoring module

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 - ...
by root
16 Dec 2019, 16:09
Forum: General
Topic: How to prevent one agent to show all customers users
Replies: 7
Views: 424

Re: How to prevent one agent to show all customers users

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. ...
by root
14 Dec 2019, 11:59
Forum: Help
Topic: Can't reply
Replies: 4
Views: 129

Re: Can't reply

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
by root
14 Dec 2019, 11:44
Forum: Help
Topic: Can't reply
Replies: 4
Views: 129

Re: Can't reply

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...
by root
13 Dec 2019, 10:54
Forum: General
Topic: Cas authentication
Replies: 9
Views: 471

Re: Cas authentication

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 ...
by root
13 Dec 2019, 10:49
Forum: General
Topic: Rest Apis for OTRS 6.0
Replies: 15
Views: 413

Re: Rest Apis for OTRS 6.0

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...
by root
11 Dec 2019, 16:21
Forum: Allgemeines
Topic: Linux
Replies: 2
Views: 132

Re: Linux

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
by root
10 Dec 2019, 08:32
Forum: Hilfe
Topic: [Solved]Nächster Status - Dropdown
Replies: 6
Views: 156

Re: Nächster Status - Dropdown

Moin,

dann zeig doch mal die ganze ACL.

- Roy
by root
10 Dec 2019, 07:33
Forum: General
Topic: Cas authentication
Replies: 9
Views: 471

Re: Cas authentication

Hi,

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

- Roy
by root
09 Dec 2019, 19:18
Forum: Help
Topic: SLA not filled automatically
Replies: 4
Views: 141

Re: SLA not filled automatically

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...
by root
09 Dec 2019, 19:15
Forum: Hilfe
Topic: [Solved]Nächster Status - Dropdown
Replies: 6
Views: 156

Re: Nächster Status - Dropdown

Hi,

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

- Roy