Search found 2312 matches

by root
29 Sep 2020, 16:15
Forum: Help
Topic: change management workflow to manager
Replies: 7
Views: 720

Re: change management workflow to manager

Hi,

As I said, it depends on where the data come and how do you like to mmaintain it. Probably my last item should work for you.
And, just to mention it, the Community Edition is able to use add-ons too.

- Roy
by root
29 Sep 2020, 15:22
Forum: Help
Topic: change management workflow to manager
Replies: 7
Views: 720

Re: change management workflow to manager

Hi, There are many possibilities available: - using a dynamic field, type customer user - take care of the manager field of an Active Directory entry - take the manager from a manually maintained database - use a dynamic field (dropdown) and the customer users department as a key to determining the ...
by root
29 Sep 2020, 07:16
Forum: Help
Topic: [Closed] Upgrade to Version 6 Without Attachment (File system)
Replies: 2
Views: 34

Re: Upgrade to Version 6 Without Attachment (File system)

Hi,

I've done it a few times to decouple the attachment transfer from the upgrade to OTRS 6. Most of the reasons were the amount of data or the needed time for the transfer.

- Roy
by root
24 Sep 2020, 13:51
Forum: Hilfe
Topic: [GELÖST] EDV Verantwortlicher Zugriff auf Tickets in der Customerübersicht
Replies: 13
Views: 155

Re: EDV Verantwortlicher Zugriff auf Tickets in der Customerübersicht

Hi, die Meldung sagt ja auch nur, das es keinen Eintrag mit dem Filter gibt. Prüfe doch mal ob das mail-Attribut bei dem User gefüllt ist. Ansonsten gilt es solche Filter mit dem LDAP-Browser Deines Vertrauens zu testen/zu prüfen. Es gibt da keinen direkt Bezug zu OWA, das gilt also nicht als Test. ...
by root
24 Sep 2020, 13:05
Forum: Hilfe
Topic: [GELÖST] EDV Verantwortlicher Zugriff auf Tickets in der Customerübersicht
Replies: 13
Views: 155

Re: EDV Verantwortlicher Zugriff auf Tickets in der Customerübersicht

Hi,

da steht doch bestimmt mehr im Log. Ggf. einmal die System-Konfiguration MinimumLogLevel auf debug stellen.

- Roy
by root
21 Sep 2020, 15:22
Forum: Hilfe
Topic: [GELÖST] EDV Verantwortlicher Zugriff auf Tickets in der Customerübersicht
Replies: 13
Views: 155

Re: EDV Verantwortlicher Zugriff auf Tickets in der Customerübersicht

Gianluca wrote:
21 Sep 2020, 15:03
Noch etwas OFF-Topic. Mein LDAP hat nur einmal gesynct. Ich habe am Freitag einen User angelegt und dieser ist noch nicht synchronisiert. Weißt du woran das liegt?

Hi,

Agenten werden nur bim Login gesynct.

- Roy
by root
21 Sep 2020, 13:32
Forum: Help
Topic: How to troubleshoot "System Log"
Replies: 2
Views: 52

Re: How to troubleshoot "System Log"

Hi,

If it OTRS-CGI check the web server's error log. Thee should be the request and a complete stack trace available.

- Roy
by root
21 Sep 2020, 12:09
Forum: Hilfe
Topic: [GELÖST] Customer Login via LDAP nicht möglich
Replies: 4
Views: 46

Re: Customer Login via LDAP nicht möglich

Hi. es ist ein Active Directory Server - Windows Server 2012R2. Leider bin ich ein kompletter Newbie in OTRS und weiß leider nicht, wo ich das Loglevel hochdrehen kann. Kannst du mich da bitte unterstützen? In der System-Konfiguration. Welchen Wert hast Du für Customer::AuthModule::LDAP::UID gewählt...
by root
21 Sep 2020, 12:05
Forum: OTRS Developers
Topic: Create a new environment variable using LDAP parameters
Replies: 16
Views: 358

Re: Create a new environment variable using LDAP parameters

Hi,

It should be <OTRS_OWNER_UserEntity> / <OTRS_CURRENT_UserEntity> / <OTRS_RESPONSIBLE_UserEntity>

- Roy
by root
21 Sep 2020, 11:50
Forum: Hilfe
Topic: [GELÖST] Customer Login via LDAP nicht möglich
Replies: 4
Views: 46

Re: Customer Login via LDAP nicht möglich

Hi,

was für ein LDAP-Server ist es denn? OpenLDAP, eDirectory, Active Directory,..?

Was steht denn im OTRS Log drin? Ggf. mal die SysConfig MinimumLogLevel auf debug stellen und noch mal einloggen damit es mehr Informationen gibt.

- Roy
by root
21 Sep 2020, 11:25
Forum: Hilfe
Topic: POP3 Auth failed
Replies: 1
Views: 29

Re: POP3 Auth failed

Hi,

Auth failed ist doch schon mal recht eindeutig. Entweder Login oder Kennwort sind falsch. Es kann aber auch sein, das für das Postfach noch POP3 aktiviert werden muss, i.d.R. ist das bei Exchange der Fall.

- Roy
by root
21 Sep 2020, 07:06
Forum: Allgemeines
Topic: Schnittstelle Kontaktformular - OTRS
Replies: 2
Views: 86

Re: Schnittstelle Kontaktformular - OTRS

Hi,

soll nur der Absender passen oder muss auch ein Kundenbenutzer angelegt werden? Wie genau sieht denn so eine E-Mail aus?

- Roy
by root
18 Sep 2020, 17:35
Forum: Jobs
Topic: Perl Developer wanted!
Replies: 0
Views: 176

Perl Developer wanted!

Hi,

We're looking for a Perl developer. For detail see https://jobs.heise.de/Job/Perl-Entwickl ... 46455.html

- Roy
by root
16 Sep 2020, 22:17
Forum: General
Topic: Time to solution after time to response
Replies: 7
Views: 160

Re: Time to solution after time to response

Hi,
alexus wrote:
16 Sep 2020, 20:49
So there will be no problems with reporting
No offense, just my personal experience.
alexus wrote:
16 Sep 2020, 20:49
What do you mean?
The EscalationSuspend add-on we provide wo/ costs.

- Roy
by root
16 Sep 2020, 20:00
Forum: General
Topic: Time to solution after time to response
Replies: 7
Views: 160

Re: Time to solution after time to response

Hi, Whatever the add-on is, it's always not only the suspension of a state to prevent escalation. There's also a reporting possibility needed, which is not solved by just measure the difference between the first response and solution because the work time calendar needs to be considered. Just suspen...
by root
16 Sep 2020, 10:50
Forum: OTRS Developers
Topic: OTRS Installation ON Custom Port
Replies: 5
Views: 91

Re: OTRS Installation ON Custom Port

jojo wrote:
16 Sep 2020, 10:37
Security by obscurity is not the way to go...
I really miss something like a Like button here :)
by root
16 Sep 2020, 08:12
Forum: Help
Topic: [SOLVED] pending auto close does not work
Replies: 5
Views: 113

Re: pending auto close does not work

So i should change: Ticket::PendingAutoStateType to have "pending reminder" and "pending auto" in? Do I understand that correctly? Hi, pending reminder is a state type where a reminder is sent, pending auto is a state type where a state change from A to B. Usually, the default value works fine. My ...
by root
16 Sep 2020, 07:38
Forum: Help
Topic: [SOLVED] pending auto close does not work
Replies: 5
Views: 113

Re: pending auto close does not work

Hi,

First of all, the Sysconfig Ticket::PendingAutoStateType is probably wrong. pending auto close+ and close are state and not state types.

Do you have also a screenshot for your states?

- Roy
by root
14 Sep 2020, 11:24
Forum: General
Topic: Time to solution after time to response
Replies: 7
Views: 160

Re: Time to solution after time to response

Hi,
annagawin wrote:
14 Sep 2020, 11:18
Hi everyone !
Is it possible to set the solution time to start, after the first response time has finished?
AFAIK only with custom development
annagawin wrote:
14 Sep 2020, 11:18
Now both times starts from the moment of a new ticket.

That's the definition in OTRS

- Roy
by root
11 Sep 2020, 11:17
Forum: General
Topic: Email Header - Sent Emails
Replies: 2
Views: 67

Re: Email Header - Sent Emails

Hi,

Enable the SysConfig Ticket::Frontend::PlainView and you'll find a button for each article to see the original e-mail.

- Roy
by root
11 Sep 2020, 07:20
Forum: Help
Topic: Otrs Reports
Replies: 3
Views: 317

Re: Otrs Reports

Hi,

There are BIRT, Pentaho, JasperReport and many more. Shouldn't be to hard to search for them. Just make sure they support the database you uuse in your OTRS setup.

- Roy
by root
09 Sep 2020, 14:32
Forum: Hilfe
Topic: Ticketansicht Kundenbenutzer
Replies: 6
Views: 124

Re: Ticketansicht Kundenbenutzer

Hi,

haben die Tickets denn überhaupt mindestens einen Artikel der sichtbar für den Kunden ist?

- Roy
by root
08 Sep 2020, 18:25
Forum: Help
Topic: Errors
Replies: 16
Views: 292

Re: Errors

Hi,

That's why I asked for the output of bin/otrs.CheckModules.pl - maybe some modules are outdated.

You can edit with vi but are not able to run an OTRS script?

- Roy
by root
08 Sep 2020, 13:08
Forum: Help
Topic: Errors
Replies: 16
Views: 292

Re: Errors

pidilandia wrote:
08 Sep 2020, 12:57
What should I be looking for? unfortunately it is in the cloud and I cannot copy / paste
Hi,

So, you don't have shell access?

- Roy
by root
08 Sep 2020, 12:09
Forum: Help
Topic: Errors
Replies: 16
Views: 292

Re: Errors

Hi,

what's the output of bin/otrs,.CheckModules.pl?

- Roy
by root
06 Sep 2020, 00:30
Forum: Hilfe
Topic: OTRS Umzug endet in Fehler bei Import des MySQL Dumps
Replies: 4
Views: 111

Re: OTRS Umzug endet in Fehler bei Import des MySQL Dumps

Hi,

ist /tmp eine eigene Partition auf dem neuen Server? Und wenn ja, wie voll ist die kurz vor dem Abbruch beim Import?

- Roy
by root
04 Sep 2020, 09:48
Forum: Hilfe
Topic: Mehrere Ticket Hooks
Replies: 3
Views: 52

Re: Mehrere Ticket Hooks

Hi, danke für deine Antwort. Ich schaue mir das mal an. Ein Wechseln zwischen den Hauptqueues wird es nicht geben. Der unternehmensweite Servicedesk wird die Tickets entsprechend aufteilen und dann bleibt das Ticket in diesen Queue-Baum. Der Ticket Hook wird bei der Erkennung der Ticketnummer für F...
by root
04 Sep 2020, 09:42
Forum: Help
Topic: Agent Permissions not work after Queue change
Replies: 3
Views: 88

Re: Agent Permissions not work after Queue change

Hi,

Maybe you have another PermissionModule activated.
I would check the System Configuration for Ticket::Permission### and check all these entries.
Unless there is a Community Edition of 7 we can only guess. Isn't professional support included in your version?

- Roy
by root
03 Sep 2020, 16:10
Forum: Hilfe
Topic: Verständnisproblem - UserSyncAttributeGroupsDefinition
Replies: 5
Views: 125

Re: Verständnisproblem - UserSyncAttributeGroupsDefinition

Hi, Servus, habe ich auskommentiert, leider ohne Erfolg. Vll ist das auch ein Verständnisproblem meinerseits. Das Ziel ist alle user, die in dem AD-Feld "Anmerkung" (info) den Wert MA stehen haben, automatisch in die Gruppe G_MA des Ticketsystems zu schieben. Das müsste doch mit dem genannten Modul ...
by root
02 Sep 2020, 17:12
Forum: General
Topic: Problem Attachments and screenshots.
Replies: 2
Views: 89

Re: Problem Attachments and screenshots.

Hi,

What's the value of the SysConfig ArticleDir?

- Roy
by root
02 Sep 2020, 17:11
Forum: Hilfe
Topic: Verständnisproblem - UserSyncAttributeGroupsDefinition
Replies: 5
Views: 125

Re: Verständnisproblem - UserSyncAttributeGroupsDefinition

Hi,

kommentiere dich mal $Self->{'AuthModule::UseSyncBackend'} = 'AuthSyncBackend'; aus. Und as CustomerID in deer UserSyncMap macht auch keinen Sinn.

- Roy
by root
02 Sep 2020, 16:54
Forum: Help
Topic: [SOLVED] Logging of system configuration changes
Replies: 3
Views: 98

Re: Logging of system configuration changes

Hi,

Changes and the optional comments on the system configuration are availabe in the table sysconfig_deployment, no GUI option so far in the Community Edition.

- Roy
by root
02 Sep 2020, 12:55
Forum: Allgemeines
Topic: Inaktive Queues, Agenten u.a. ausblenden
Replies: 2
Views: 103

Re: Inaktive Queues, Agenten u.a. ausblenden

Hallo Rainer,

Du bekommst gleich Post ;-)

- Roy
by root
02 Sep 2020, 12:51
Forum: Hilfe
Topic: Verständnisproblem - UserSyncAttributeGroupsDefinition
Replies: 5
Views: 125

Re: Verständnisproblem - UserSyncAttributeGroupsDefinition

Hi,

bitte noch die anderen AuthSync Einstellungen posten.

- Roy

P.S.: Ich kann nur dringen empfehlen auf Version 6 der Community Edition zu aktualisieren, die eine oder andere Verbesserung beim AuthSync ist da schon..
by root
31 Aug 2020, 18:33
Forum: General
Topic: Brazilian charset problem
Replies: 6
Views: 128

Re: Brazilian charset problem

Hi,

Did you tried to put them into Kernel/Config.pm?

Code: Select all

$ENV{ORACLE_HOME}     = '/path/to/your/oracle';
$ENV{NLS_DATE_FORMAT} = 'YYYY-MM-DD HH24:MI:SS';
$ENV{NLS_LANG}        = 'AMERICAN_AMERICA.AL32UTF8';
- Roy
by root
31 Aug 2020, 18:26
Forum: Help
Topic: ACL change following update to OTRS 6
Replies: 4
Views: 162

Re: ACL change following update to OTRS 6

Hi Eric, I've created an example process and ACL and it works exactly the way like you wrote on your initial post. With version 6 thee field is kept empty. After playing around, I found out that disabling the SysConfig ModernizeFormFields would help, but you will lose the nice input fields. The most...
by root
31 Aug 2020, 14:59
Forum: General
Topic: Problem tables
Replies: 2
Views: 59

Re: Problem tables

Dears, When, I update otrs 5 to 6, Show this error. This database is Oracle, Any suggestion? su -c "/opt/otrs/bin/otrs.Console.pl Maint::Database::Check" -s /bin/bash otrs Trying to connect to database 'DBI:Oracle:OLTDEVELOPER' with user 'ext_otrs_version6'... Connection successful. Error: The foll...
by root
31 Aug 2020, 14:58
Forum: General
Topic: Brazilian charset problem
Replies: 6
Views: 128

Re: Brazilian charset problem

Dears, I need help with charset problem. I don't have idea as I can resolve this problem. My details: When I use otrs 5 no problem, but I update my otrs 5 to 6. I have several problems with charset. Example: Observac?es: ( Portuguese word incorrect) Well Doesn't show correct. The problems seem to b...
by root
31 Aug 2020, 11:45
Forum: Allgemeines
Topic: Bereicht von OTRS mit Power BI verbinden
Replies: 1
Views: 61

Re: Bereicht von OTRS mit Power BI verbinden

Hi,
IslandBoy7 wrote:
31 Aug 2020, 11:39
Hallo zusammen,

kann jemand bitte mir sagen, wie ich meine OTRS mit Power BI verbinden kann?
steht hier: https://docs.microsoft.com/en-us/power- ... qldatabase

IslandBoy7 wrote:
31 Aug 2020, 11:39
welche Ticket ist abgelaufen
was ist denn ein abgelaufenes Ticket bei Dir?

- Roy
by root
31 Aug 2020, 11:38
Forum: Help
Topic: Connecting OTRS DB to Power BI using SSL
Replies: 2
Views: 749

Re: Connecting OTRS DB to Power BI using SSL

Hi there, we also user OTRS as our Ticket System. Well am very new to Power BI and I would really like that Power BI generates Report from our OTRS Ticket System. Can you please explain me how to do that? Hi, Connecting an external tool to the application database is not really OTRS related. Did yo...
by root
28 Aug 2020, 07:52
Forum: Help
Topic: ACL change following update to OTRS 6
Replies: 4
Views: 162

Re: ACL change following update to OTRS 6

Hi Eric,

For me, the Possible part with the Owner looks weird. I use NewOwner and please make sure that the shown agent name matches exactly the one in the ACL.

- Roy
by root
26 Aug 2020, 22:18
Forum: Help
Topic: Use ACL in CMDB?
Replies: 1
Views: 51

Re: Use ACL in CMDB?

Hi,

ACLs can't be used with Config Items.

- Roy
by root
26 Aug 2020, 10:14
Forum: Hilfe
Topic: E-Mail Empfänger enthält zu viele Daten
Replies: 4
Views: 80

Re: E-Mail Empfänger enthält zu viele Daten

Hi,

kommen die Daten aus einem LDAP/Active Directory?

Wenn ja, schick uns doch mal aus der Datei Kernel/Config.pm die Abschnitte die CustomerUser, CustomerUser1, etc enthalten. Aber bitte die Passwörter und DNs unkenntlich machen.

- Roy
by root
24 Aug 2020, 13:10
Forum: Allgemeines
Topic: Vertragsverwaltung / Contract Management
Replies: 3
Views: 140

Re: Vertragsverwaltung / Contract Management

Hi,

das kann man ganz gut mit der CMDB machen mit einer eigenen ConfigItem-Klasse.

- Roy
by root
21 Aug 2020, 16:25
Forum: OTRS Developers
Topic: Create a new environment variable using LDAP parameters
Replies: 16
Views: 358

Re: Create a new environment variable using LDAP parameters

skullz wrote:
21 Aug 2020, 16:22
look like additional LDAP attributes can be pull from LDAP to Agent profile..
Hi,

JFI, this feature is available since vrsion 6.

- Roy
by root
21 Aug 2020, 12:35
Forum: OTRS Developers
Topic: Create a new environment variable using LDAP parameters
Replies: 16
Views: 358

Re: Create a new environment variable using LDAP parameters

Hi,

Usually, you should be able to access all attributes from the mapping in as long as the ticket data is pushed into the template. Did you checked this? In which module do you need this?

- Roy
by root
21 Aug 2020, 00:46
Forum: Help
Topic: [SOLVED] Help setting a postmaster filter for a field based on an email header value
Replies: 4
Views: 134

Re: Help setting a postmaster filter for a field based on an email header value

Hi,

You just need to group the fields you like to use to seet another on. Example

For Subject: Storied 56783 information use this regex Storied\s*(\d{5})\s*

The match grouped with ( and ) can be used with [***] to set a field, e.g. a dynamic field.

- Roy
by root
20 Aug 2020, 15:36
Forum: General
Topic: Fix to Errors
Replies: 6
Views: 169

Re: Fix to Errors

Hi,

Your daemon was stopped during migration?

- Roy
by root
20 Aug 2020, 15:05
Forum: General
Topic: Fix to Errors
Replies: 6
Views: 169

Re: Fix to Errors

Dears, I need to help fix the problems. Any suggestion? ####################################################################################################### # First Error Aug 20 09:28:26 machine journal: OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SystemConfigurationSyncM...