Search found 1210 matches

by root
15 Aug 2018, 11:39
Forum: Help
Topic: Internal server error 500
Replies: 6
Views: 39

Re: Internal server error 500

Hi,

If Perl was updated you should restart httpd and the OTRS daemon

- Roy
by root
13 Aug 2018, 14:20
Forum: Hilfe
Topic: OTRS ODBC View für Customer Daten
Replies: 2
Views: 35

Re: OTRS ODBC View für Customer Daten

HI,

Schritt 1: MS ODBC Treiber installiere. Da gibt es Pakete und Anleitung von Microsoft. Ohne das über die Shell eine Zugriff möglich ist geht's nicht weiter.
Schritt 2: View/Tabelle wie jede andere Kundendatenbank in OTRS einbinden (CustomerUser, DSN ist halt ODBC)

- Roy
by root
13 Aug 2018, 14:18
Forum: General
Topic: How to get size of queues
Replies: 5
Views: 95

Re: How to get size of queues

Hi,

to get a rought idea of the size try this:

Code: Select all

SELECT
    table_name,
    round(((data_length + index_length) / 1024 / 1024), 2) `Size in MB`
FROM information_schema.TABLES
WHERE table_schema = "otrs"
    AND table_name = "article_data_mime_attachment"
- Roy
by root
08 Aug 2018, 19:17
Forum: Hilfe
Topic: QuickClose ausblenden wenn Ticket gesperrt
Replies: 6
Views: 105

Re: QuickClose ausblenden wenn Ticket gesperrt

Hallo,

das QuickClose ist ja ein eigenes Modul. Wenn man das nicht nutzen mag ist es einfacher das Addon zu deinstallieren.

- Roy
by root
07 Aug 2018, 15:43
Forum: Hilfe
Topic: Lösungszeit zufällig? [solved]
Replies: 10
Views: 113

Re: Lösungszeit zufällig?

Hi, 120 Stunden Eskalation kann sich über einen deutlich längeren Zeitraum ziehen. OTRS beachtet halt nur die im Kalender eingestellten Zeit. Einfach mal die SySconfig checken (Core::Time). Kommt zum Beispiel ein Ticket am Samstag rein macht es schon Sinn die Zeit erst am Montag zu Arbeitsbeginn sta...
by root
07 Aug 2018, 15:39
Forum: General
Topic: Change colors for priority and articles
Replies: 1
Views: 36

Re: Change colors for priority and articles

Hi,

For priorities there is Znuny4OTRS-CustomPriorityColor for free (OTRS 4,5,6). For both questioned elements you can also create a custom skin. Check the documentation how to start.

- Roy
by root
06 Aug 2018, 09:09
Forum: Hilfe
Topic: Generic Interface - CreateTicket
Replies: 1
Views: 35

Re: Generic Interface - CreateTicket

Hi,

Nein das geht nicht.

- Roy
by root
05 Aug 2018, 21:46
Forum: Hilfe
Topic: EMail Ticket via GenericInterface
Replies: 6
Views: 92

Re: EMail Ticket via GenericInterface

Hallo Bernhard,

füge als Parameter beim Artikel noch folgendes hinzu:

Code: Select all

"CommunicationChannel": 'Email',
- Roy
by root
05 Aug 2018, 21:23
Forum: Hilfe
Topic: EMail Ticket via GenericInterface
Replies: 6
Views: 92

Re: EMail Ticket via GenericInterface

Hallo,

ich probier das mal gleich morgen aus.

- Roy
by root
05 Aug 2018, 16:47
Forum: Hilfe
Topic: EMail Ticket via GenericInterface
Replies: 6
Views: 92

Re: EMail Ticket via GenericInterface

Hallo Bernhard,

schau Dir mal das Paket hier an: https://github.com/znuny/Znuny4OTRS-GIArticleSend

- Roy
by root
03 Aug 2018, 13:01
Forum: General
Topic: Error after upgrading to OTRS 6 "Can't locate object method "new" via package..."
Replies: 3
Views: 360

Re: Error after upgrading to OTRS 6 "Can't locate object method "new" via package..."

Hi,

There is not StaticDB or RuntimeDB in OTRS 6 (and also not in patch level before 6.0.10). The SysConfig from OTRS 5 is converted (see scripts/DBUpdateTo6/MigrateArticleSearchIndex.pm around line 48). If your migrated system has StaticDB as a value something went wrong during the migration.

- Roy
by root
31 Jul 2018, 16:26
Forum: Help
Topic: Where to change the Package::AllowNotVerifiedPackages setting?
Replies: 5
Views: 90

Re: Where to change the Package::AllowNotVerifiedPackages setting?

Hi,

Just use

Code: Select all

bin/otrs.Console.pl Admin::Config::Update --setting-name Package::Package::AllowNotVerifiedPackages --value 1
- Roy
by root
31 Jul 2018, 07:48
Forum: Help
Topic: How to update the Update Refresh time <2 min
Replies: 1
Views: 38

Re: How to update the Update Refresh time <2 min

Hi Akshat, put the xml into Kernel/Config/Files/XML/MyPreferences.xml <?xml version="1.0" encoding="utf-8"?> <otrs_config version="2.0" init="Config"> <Setting Name="PreferencesGroups###RefreshTime" Required="0" Valid="1"> <Description Translatable="1">Parameters for the RefreshTime object in the pr...
by root
30 Jul 2018, 16:52
Forum: General
Topic: How to get size of queues
Replies: 5
Views: 95

Re: How to get size of queues

Hi,

Do you have the attachments in the database or in the filesystem?

- Roy
by root
30 Jul 2018, 11:02
Forum: General
Topic: How to get size of queues
Replies: 5
Views: 95

Re: How to get size of queues

Hi,

Size could be everything. DO you talkt about numbers of tickets, numbers of articles, sizes of attachments, ...?

- Roy
by root
26 Jul 2018, 12:32
Forum: Help
Topic: Problem to Update State using Transition Action
Replies: 1
Views: 48

Re: Problem to Update State using Transition Action

Hi,

do you have any ACLs which could match?

- Roy
by root
24 Jul 2018, 17:24
Forum: Help
Topic: Language characters as symbols from AD users
Replies: 1
Views: 77

Re: Language characters as symbols from AD users

Hi,

Try this into your Params section

Code: Select all

SourceCharset => 'utf-8',
DestCharset => 'utf-8',
and don't ask me why it works if it works.

- Roy
by root
21 Jul 2018, 14:05
Forum: General
Topic: Upgrade from 5 to 6.0.6 - Ticket::StorageModule Effective value is not correct
Replies: 7
Views: 173

Re: Upgrade from 5 to 6.0.6 - Ticket::StorageModule Effective value is not correct

HI,

What's the current value? From 5.0 to 6.0 the path changed to Kernel/System/Ticket/Article/Backend/MIMEBase/ArticleStorage*.pm and the setting name to Ticket::Article::Backend::MIMEBase::ArticleStorage

Looks like sth. went wrong. Did you exactly followed all steps to upgrade?

- Roy
by root
21 Jul 2018, 14:01
Forum: Help
Topic: Sync department option from Active Direcotory
Replies: 3
Views: 142

Re: Sync department option from Active Direcotory

Hi,

Es werde nur UserMobile and UserEmail noch gespeichert. Wenn Du mehr willst müsste das hier die Stelle sein um anzusetzen: https://github.com/OTRS/otrs/blob/rel-6 ... er.pm#L582.

Bitte aber dazu den Customer/ Ordner nutzen ;-)

- Roy
by root
19 Jul 2018, 20:00
Forum: Hilfe
Topic: [gelöst]Reihenfolge der Dashlets fehlerhaft
Replies: 7
Views: 156

Re: [gelöst]Reihenfolge der Dashlets fehlerhaft

Hi,

Also hier mal wie die Tabelle angelegt wird:

https://github.com/OTRS/otrs/blob/rel-6 ... ql.sql#L66

Das ist sogar deutlich mehr als als 250. Das war der Wert in OTRS 3.2, ich würde mal sagen das war jemand nicht sehr ordentlich beim Updaten

- Roy
by root
19 Jul 2018, 19:55
Forum: Hilfe
Topic: Verständnisfrage: Reportfelder "Erstantwortzeit in Minuten" und "Lösungszeit in Minuten"
Replies: 3
Views: 87

Re: Verständnisfrage: Reportfelder "Erstantwortzeit in Minuten" und "Lösungszeit in Minuten"

Hallo Christopher, hier mal eine kleine Erklärung/Beschreibung der Zeiten im Quellcode https://github.com/OTRS/otrs/blob/rel-5_0/Kernel/System/Ticket.pm#L2503 . Die Zeiten werden i.d.R. unter Berücksichtigung der Arbeitszeiten des gültigen Kalenders ermitteln (bei der Queue bzw. dem SLA). Ist keine ...
by root
19 Jul 2018, 15:25
Forum: Hilfe
Topic: [gelöst]Reihenfolge der Dashlets fehlerhaft
Replies: 7
Views: 156

Re: Reihenfolge der Dashlets fehlerhaft

Hi,

schau mal in die Tabelle user_preferences.

- Roy
by root
19 Jul 2018, 15:22
Forum: General
Topic: How can we remove TYPE,PRIORITY and Responsible in the ticket???
Replies: 1
Views: 132

Re: How can we remove TYPE,PRIORITY and Responsible in the ticket???

Hi,

Ticket Type and Responsible can be disabled via SysConfig. Priority is a mandatory field and always needed. But you can modify the template and remove/comment out the priority.

- Roy
by root
19 Jul 2018, 11:27
Forum: Help
Topic: Agent and Customer Auth using Active Directory
Replies: 15
Views: 306

Re: Agent and Customer Auth using Active Directory

Hi Van,

The 1 after the Agent Authentication just says it's the second mechanism which is tried when an agent logins in. The default is the built in database (without any number), after that the configuration with the appendix 1, then with 2 (up to 1o) if they exist.

- Roy
by root
19 Jul 2018, 11:21
Forum: Help
Topic: OTRS Scheduler Daemon Cron: MailQueueSend with PostFix
Replies: 2
Views: 176

Re: OTRS Scheduler Daemon Cron: MailQueueSend with PostFix

Hi,

Use the Sendmail module an let Postfix doing the job.

- Roy
by root
19 Jul 2018, 11:19
Forum: General
Topic: Open Status page
Replies: 2
Views: 145

Re: Open Status page

Hi,

I recommend using the GenericInterface and a custom website accessing OTRS via REST requests.

- Roy
by root
19 Jul 2018, 11:17
Forum: General
Topic: [partly solved] Agent Impersonation or forced "My Queues"
Replies: 6
Views: 163

Re: Agent Impersonation or forced "My Queues"

Hi,

Yes there is the possibility. Search the System Configuration for SwitchToUser and after enabling it you'll have a new link for each agent in the agent overview.

- Roy
by root
19 Jul 2018, 11:15
Forum: Hilfe
Topic: [gelöst]Reihenfolge der Dashlets fehlerhaft
Replies: 7
Views: 156

Re: Reihenfolge der Dashlets fehlerhaft

Hi, das ist die Standard-Reihenfolge. Die wird durch die Sortierung des Keys im Config Hash beeinflusst. Hier mal die Originalen Werte: https://github.com/OTRS/otrs/blob/rel-6_0/Kernel/Config/Files/XML/Ticket.xml#L5957 https://github.com/OTRS/otrs/blob/rel-6_0/Kernel/Config/Files/XML/Ticket.xml#L601...
by root
13 Jul 2018, 18:45
Forum: Help
Topic: Agent and Customer Auth using Active Directory
Replies: 15
Views: 306

Re: Agent and Customer Auth using Active Directory

jvhowell wrote:
13 Jul 2018, 18:42
When I look at Admin, Agents I see the ttesthowell2734 user listed there. I also have 250+ Customer Users listed. How were these created?
CustomerUsers from LDAP/Active Directory were not created, just referenced.

- Roy
by root
13 Jul 2018, 18:29
Forum: Help
Topic: Agent and Customer Auth using Active Directory
Replies: 15
Views: 306

Re: Agent and Customer Auth using Active Directory

Also, what if I use only the Customer LDAP Authentication and eliminate the Agent. Since I have to put the Agent into OTRS anyway it seems pointless to use AD. I have a small number of agents to work with. Hi, You can do both or the one or other. I prefer alway both to keep it simple for everyone t...
by root
13 Jul 2018, 17:15
Forum: Help
Topic: Agent and Customer Auth using Active Directory
Replies: 15
Views: 306

Re: Agent and Customer Auth using Active Directory

I woud start without any group restrictions first. Do you really use customer.pl to check the customer login?

- Roy
by root
13 Jul 2018, 17:04
Forum: Help
Topic: Agent and Customer Auth using Active Directory
Replies: 15
Views: 306

Re: Agent and Customer Auth using Active Directory

This is the message from System Log Fri Jul 13 08:08:36 2018 error OTRS-CGI-95 No UserID found for 'ttesthowell2734'! Hi Van, This message is related to an agent login. The message for CustomerUser woud be like "No such user.." There must be another message in the OTRS log after an customer tries t...
by root
13 Jul 2018, 15:28
Forum: Help
Topic: Agent and Customer Auth using Active Directory
Replies: 15
Views: 306

Re: Agent and Customer Auth using Active Directory

Hi Van,

That's the webserver log. OTRS is logging via Syslog or in a custom file (see SysConfig LogModule, LogModule::LogFile) or check the System Log in the admin area.

- Roy
by root
13 Jul 2018, 09:57
Forum: Help
Topic: Agent and Customer Auth using Active Directory
Replies: 15
Views: 306

Re: Agent and Customer Auth using Active Directory

Hi Van,

There should be any related entry in the log like wurzel wrote. So far your Config looks good.

- Roy
by root
12 Jul 2018, 17:35
Forum: Help
Topic: [Solved] Can't filter and sort in one of DynamicField
Replies: 4
Views: 161

Re: Can't filter and sort in one of DynamicField

Hi,

You can see it: the drop down (fixed list) is sortable, the Place (textarea) not. To set a filter for a column the data type needs to be out of a list.

- Roy
by root
12 Jul 2018, 16:51
Forum: Help
Topic: [Solved] Can't filter and sort in one of DynamicField
Replies: 4
Views: 161

Re: Can't filter and sort in one of DynamicField

Hi,

What kind of dynamic field is it?

- Roy
by root
12 Jul 2018, 11:57
Forum: Allgemeines
Topic: Ticket aktualisieren / in der Queue nach vorne holen
Replies: 2
Views: 154

Re: Ticket aktualisieren / in der Queue nach vorne holen

Hallo, es gibt für solche Fälle z.B. das (kostenlose) Paket Znuny4OTRS-SortByLastContact. Dann kann man nach einer Spalte sortieren die das Datum des letzten Kontaktes enthält. Ansonsten kann man über die Priorität nach oben "rutschen" lassen, ich denke das das hier aber nicht so zielführend ist. - ...
by root
11 Jul 2018, 08:06
Forum: Help
Topic: Default ticket owner new tickets
Replies: 2
Views: 138

Re: Default ticket owner new tickets

Hi,

Did you tried a GenericAgent eventbased (TicketCreate and TicketQueueUpdate events)?

- Roy
by root
10 Jul 2018, 11:10
Forum: Hilfe
Topic: [Gelöst] Zuordnung von E-Mail-Aliasen zu Kundenbenutzern
Replies: 2
Views: 135

Re: Zuordnung von E-Mail-Aliasen zu Kundenbenutzern

Hallo,

es ist möglich mehrere Felder anzugeben in denen gesucht wird. Das Setting für Customeruser dazu lautet CustomerUserPostMasterSearchFields

- Roy
by root
09 Jul 2018, 08:44
Forum: Help
Topic: Reports on Tickets Stats
Replies: 3
Views: 738

Re: Reports on Tickets Stats

DannyDCx wrote:
09 Jul 2018, 05:37
nemirorox wrote:
2 data of when state change occurs and/or how long tickets stay at each state
Could you make this work?
Yes, not with only with a commercial addon.

- Roy
by root
08 Jul 2018, 09:28
Forum: General
Topic: Upgrade from 3.x to current
Replies: 2
Views: 163

Re: Upgrade from 3.x to current

Hi Linwood,

It's hard to answer your question. From my experience it all depends individually on the amount of data (# of tickets, articles, etc.) and sometimes of the installed packages. And don't do this without a test upgrade.

- Roy
by root
05 Jul 2018, 17:57
Forum: Help
Topic: editing database and web front syncro
Replies: 1
Views: 108

Re: editing database and web front syncro

Hi,

Writing into the database is extremely discouraged. As an alternative use the GenericInterface, there a way to update the Owner (TicketUpdate operation).

- Roy
by root
28 Jun 2018, 20:13
Forum: Help
Topic: [SOLVED] Change "Owner" name variable
Replies: 4
Views: 249

Re: Change "Owner" name variable

Hi,
I would suggest creating a custom translation file, you'll an example in Kernel/Language/xx_Custom.pm and create a "wrong" translation for the term Owner.

- Roy
by root
28 Jun 2018, 20:01
Forum: Help
Topic: [SOLVED] Change "Owner" name variable
Replies: 4
Views: 249

Re: Change "Owner" name variable

Hi,

What is the expected result?

- Roy
by root
28 Jun 2018, 10:25
Forum: Hilfe
Topic: Feld "Service" als Pflichtfeld
Replies: 7
Views: 227

Re: Feld "Service" als Pflichtfeld

Hallo Günter,

das ist so nicht möglich, auch nicht mit ACLs. Maximal kann ich mir vorstellen einen "Dummy" Service zu nutzen und auf den via ACL zu beschränken wenn ein Tickettyp gewählt wurde der keines "richtigen" Service bedarf.

- Roy
by root
26 Jun 2018, 14:34
Forum: Allgemeines
Topic: OTRS alles neu
Replies: 3
Views: 328

Re: OTRS alles neu

IgorVan wrote:
26 Jun 2018, 14:32

wo bitte finde ich Patch 8 ==> https://community.otrs.com/download-otr ... n/?lang=de
wenn MS SQL nicht unterstützt wird, werde ich noch MySQL installieren.
Hier gibt's alle Versionen zum download: http://ftp.otrs.org/pub/otrs/

- Roy
by root
26 Jun 2018, 14:29
Forum: Allgemeines
Topic: OTRS alles neu
Replies: 3
Views: 328

Re: OTRS alles neu

Hallo, kann ich den Microsoft SQL Server trotz Ubuntu für die neue OTRS-DB verwenden? Nein hätte mir jetzt unter Source das tar.gz File runtergeladen. https://community.otrs.com/thank-you-for-downloading-the -otrs-community-edition/?download=otrs-6.0.6.tar.gz Nimm bitte die aktuelle 6.0.8 ohne Siche...
by root
21 Jun 2018, 14:37
Forum: Allgemeines
Topic: Automatische Antwort auf interne Mails deaktivieren?
Replies: 5
Views: 1012

Re: Automatische Antwort auf interne Mails deaktivieren?

Hallo,

es gibt auch noch die SysConfig SendNoAutoResponseRegExp,

- Roy
by root
25 May 2018, 19:51
Forum: Hilfe
Topic: Titel/Betreff von AgentTicketClose
Replies: 4
Views: 2638

Re: Titel/Betreff von AgentTicketClose

Hi,

also AgentTicketClose schicket gar nichts raus. OTRS_AGENT_SUBJECT wäre er Betreff des letzen Agentartikels. Wenn da was gesendet wird, dann via Ticket-Benachrchtigung.

- Roy
by root
24 May 2018, 11:24
Forum: Help
Topic: log error after upgrading from otrs 4 to 5.0.6
Replies: 19
Views: 2288

Re: log error after upgrading from otrs 4 to 5.0.6

Hi,

And you applied the database changes as I asked?

- Roy