Znuny and ((OTRS)) Community Edition

sunny

Hi, without code changes (check the forum here) or additional (commercial) add ons the ((OTRS)) Community Edition can not hide fields dynamically. Florian I have the HideDynamicField addon. https://github.com/reneeb/otrs-HideDynamicFields With this addon, i can show/hide dynamic field per queue ( H...

sunny

skullz wrote: ↑14 May 2020, 14:46 There is no such a thing called Data.AgentID, try instead
Code: Select all
Agent=[% Env("UserID") | uri %]

Wow it is really great ...it worked and really thankful to you @skullz I was trying very hard from last 2 days...

Once again Thanks and Appreciated

sunny

Hi, Without modofying code you can only use ticket data in addition, like Data.OwnerID. - Roy but this gives me that agentid only who has worked on that ticket or owner of ticket...is there any other way or may be via some hard code? Obviously it's the id of the owner. If you need the current user ...

sunny

root wrote: ↑14 May 2020, 11:25 Hi,

Without modofying code you can only use ticket data in addition, like Data.OwnerID.

- Roy

but this gives me that agentid only who has worked on that ticket or owner of ticket...is there any other way or may be via some hard code?

sunny

I installed the above package from the URL you mentioned but while clicking Import/Export from admin the below error is coming

Error Message: No object backend found!

sunny

Hi,

Right now URL is looking like this -> http://IP/cti/call.php?num=88091441XX&agent=

But not getting agent ID value

so sending like below example

'UserPhone', 'Phone', 'phone', 1, 0, 'var', 'http://IP/cti/call.php?num=[% Data.UserPhone %]&agent=[% Data.AgentID %]

sunny

Hi, Using 5.0.22 While dialing number from customer information need to have number + agent id so that call should go via that specific agent only so finally got number using Data.UserPhone but not able to get looged in agent ID.. Can someone shed some light on this? Your help will be really appreci...

sunny

Do you have a community edition or free?

As per my knowledge ACL will work for this purpose on commercial edition

sunny

reneeb wrote: ↑27 Dec 2017, 15:48 I will release https://github.com/reneeb/otrs-HideDynamicFields to OPAR, soon...

I have used it but found only 1 entry for a single queue..is it possible can we hide those dynamic fields for multiple queues

here Edit Config Settings in HideDynamicFields → Filters

sunny

I have a common mailbox that support items are emailed to, I was going to setup forwarding to send all those emails to OTRS but I don't want OTRS to auto respond to the support mailbox. But I do want auto responses going out to normal users that send in email tickets. Is there a way to send AR to th...

sunny

Thanks to @reneeb and @jojo,

I understood the concept let me try with suggested method now.

sunny

Hi @Jojo,

Actually I dont have much idea on this, but I can pay for this task if you dont have any issues. Thanks

sunny

Ok, Thanks for your reply @reneeb

But what do mean by forward ? should I forward the email from zimbra to the other configured email id in OTRS or some other way?

If you can configure that for me, I can pay you for this task.

sunny

Hi,

I have a Zimbra webmail server and would like to use OTRS client for fetching emails with push method, can anyone guide me?

sunny · Re: Issue in Fetch Mail OTRS 5.0.22 Centos 6

Centos 6

sunny

Hi, We are getting these below errors sometimes in OTRS 5.0.22 and at that time no single mails fetched from mailserver. [Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][51] There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::Mai...

sunny

Great Thanks

sunny

What is the difference between Escalation times and Escalation - first response time in OTRS generic agent
Using OTRS 3.3.3

sunny

same here, still not working but I tried in CKeditor ver 5.4.6 in OTRS 5.0.22

sunny

Set and it is working fine now..Thanks

sunny

Now i got into another problem

I was checking the DB connection and it is showing the below error

Trying to connect to database 'DBI:mysql:database=otrs;host=127.0.0.1' with user 'otrs'...
Connection successful.
Error: Your storage engine is MyISAM.
These tables use a different storage engine:

sunny

yes I did

Stop and Start but still it is not working

sunny

Hi, Couple of issues with fetching the email I am using OTRS5s and facing the fetching the mail issue 1) Daemon/cron is set to 1 minute but mail fetching is trying after every 10 minutes 2) While doing manually fetching mail is fetching successfully but when it tries from cron it is showing the erro...

sunny

Oh sorry I did a mistake ..It is done by doing --force..

Thanks

sunny

I have done but it is still showing MyISAM > Checking for tables that need to be converted to InnoDB... 95 tables need to be converted. You can re-run this script with --force to start the migration. This operation can take a long time. mysql> SELECT TABLE_NAME, -> ENGINE -> FROM information_schema....

sunny

Hi Florian,

Thanks But how to convert all tables into innoDB

sunny

Hi,

I am using otrs5 and would like to use InnoDB instead of MyISAM because of table locking issue.

Can anyone help me?

Thanks,
Sunny

sunny

Hi,

I am using otrs5 and would like to use InnoDB instead of MyISAM because of table licking issue.

Can anyone help me?

Thanks,
Sunny

sunny

Below is my PHP code Want to send Source as a dynamic field ==> "Source","MyCUSTOMWEBAPP", I tried this way too -> <OTRS_TICKET_DynamicField_Source_Value> I am using OTRS 5.0.9 # creating a ticket number $ticketnr = $client->__soapCall("Dispatch", array($username, $pass...

sunny

Actually we are doing with PHP and it is already working but my original problem remains same that we are not able to pass the dynamic field ticket value to OTRS from our third party PHP application.

but anyways thanks for your great help..

sunny

Hi Reneeb,

Thanks it is working via XML but our third party software is in PHP from where we want to send details to OTRS.

So any idea how to do with PHP? because given solution was implemented in perl.

Help would be appreciated.

sunny

Hi,

I am using OTRS 5.0.22 and 3.3.3

but the below filter is not working in 5.0.22 but working in 3.3.3

Filter Condition: Subject --- Value: ^.*word.*$
Header: X-OTRS-Queue --- Value: Raw

for example I am getting the line in a subject: "This is a word string"

Any suggestions?

sunny

Thanks, I have used GenericInterface with SOAP but unable to pass the dynamic ticket field value

I have created the DF like below

Capture.JPG

and added to the agent ticket zoom sceen

sysconfig-dynamic.jpg

and now want to send its value via the bin/otrs.SOAPRequest.pl, please help..

sunny

Is it possible we can send dynamic field values via SOAP RPC in PHP?

I have added a new dynamic field ticket type and would like to send those value from rpc.pl (php)

I am using 5.0.4

sunny

For OWASP: Has the OTRS application kept the OWASP guidelines in place during its development. If so, is there a sharable report or document available and how can it be sourced? If the OWASP guidelines were not considered, is there a process or tool that will help report whether OTRS does comply or ...

sunny

But as in our case we are using GMAIL as POP3S and done the settings in "Forwarding and POP/IMAP" ->
When messages are accessed with POP -> keep Gmail's copy in the Inbox

so emails will not be deleted after downloading, please suggest what would happen then

sunny

We are facing a challenge and unable to find the reason and solution OTRS (3.2.16) is fetching emails from third party software like Exchange/ Gmail etc using POP/IMAP... Need to know how OTRS determines that an email has been successfully downloaded and that the next OTRS fetch will not download th...

sunny

Thanks @Jojo but can I upgrade the version from 3.0.9 to 3.2.16?

And is it a bug in 3.0.9?

sunny

Hi We have observed while sending the emails from OTRS we are unable to send any text to our clients sometimes means the emails are getting delivered without any text to the clients. What can be the issue ? what I found where the tails so very long and on every trail there is a signature with logos ...

sunny

Hi Jojo, Can you fix this issue in 3.2.16?

sunny

Actually we are using GMAIL POP3 and found so many times mails do not fetch from POP into the OTRS so we checked Gmail and found mails are there and still that mails are not received into OTRS and after that mail if sender sends the mail again then we receive the mail into OTRS but still previous ma...

sunny

will 3.3.3 will work?

sunny

I want to show a "recipient address" in ticket overview small using dynamic field but not able to understand what should be the "Name" in dynamic field as it is not static it will be dynamic depending on the articles?

sunny

Hi, @crythias There are 2 issues 1) Fetching from Admin interface manually results duplicate mails 2) Message: Impossible to send message to: . I investigated and found that if loop protection is enabled then why it is still trying to send mails Below are the syslogs and history History LoopProtecti...

sunny

Same issue I am getting after 2 years suddenly

sunny

Hi Crythias, I have a similar issue except the message and why the message coming ERROR: OTRS-otrs.PostMasterMailbox.pl-01 Perl: 5.10.1 OS: linux Time: Wed Dec 14 17:54:20 2016 Message: Impossible to send message to: . Traceback (3501): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.2....

sunny

Hi, I am using notification using dynamic fields to be printed like below Client Name: <OTRS_TICKET_DynamicField_ClientName_Value> Pick Up Date: <OTRS_TICKET_DynamicField_PickupDate_Value> Ticket Number: <OTRS_TICKET_TicketNumber> Queue: <OTRS_TICKET_Queue> All is working but date value is not comin...

sunny

Thanks for your reply but in update time the system expects the reply from customer before the time defined else it will escalate the mail.

sunny

SLA is captured only for the first email response.

what can be done to ensure SLA is captured on all emails – to check whether the emails are responded with in time to customers or not

sunny

Hi, I am using 3.2.16 and Ticket::ViewableLocks -> 'lock' is not working as I am not able to see lock tickets in queueview only unlock is showing ..I have read so many blogs and many ppl susgested different way and i tried all was but unfortunately its not working,.... I am using storageFS system so...

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