Znuny and ((OTRS)) Community Edition

KimmoJ

I had this happen today as well on OTRS 6; something around an OS update (normal apt-get patches, not a full version upgrade) and restart I think. I decided to try a middle ground between just trying to send mail and actually editing the code and did a force send and that uncorked my system. Remains...

KimmoJ

Updated to 6.0.22 and thank the maker this plugin (though it says 6.0.4) still seems to work. OTRS now whines about using non-official plugins, so if you enable the use of unsupported plugins, now there is a giant blood red banner on every page about how unsafe it is... :evil: :roll: One warning, wh...

KimmoJ

I think I spotted the issue, the rule in question had to match on both the FQDN and on the recipient email address, but when people send to BCC the email address isn't there. Ideally I suppose a rule would be to match on both the external FQDN in a header and on a per-queue basis, but I just added a...

KimmoJ

I have a queue that I want to send autoreplies to all internal senders, but not to anything coming from the outside. I have a rule for this; we use an external smarthost for our mail that adds its FQDN to the Received header and that is only present when mail is external, so I match on that and if f...

KimmoJ

Doh. Guess I should have looked closer, there's a discreet little "i" there that shows the hidden headers. Oh well, one problem less.

KimmoJ

Upgraded to OTRS 6 and am now using it in production as of this morning, but only now noticed that version 6 no longer shows mail headers when agents work with tickets. Is this configurable? In today's "reply all" infested world, knowing where the mail was sent is a clue for whether or not...

KimmoJ

Try checking the integrity of your database tables with the MySQL tools for that, would be my recommendation. The script worked fine for me when upgrading my OTRS 5 database.

KimmoJ

Perhaps you should check the integrity of your database, and make sure you don't have any damaged tables. I did a version 5 to 6.0.8 upgrade this weekend in fact - including dumping the database from an old MySQL 5 and importing it into the latest MariaDB first - and the upgrade script gave no error...

KimmoJ

So, what I'd like to do is give my agents is one link under the Customer menu that lets them admin the specific users, and one link that lets them admin the customer companies. All these "information center" variants look borderline useless to me but those are the links my agents are stuck...

KimmoJ

reneeb wrote: ↑25 Feb 2016, 13:19 If you want to disable the message, this should help you: http://opar.perl-services.de/dist/Disab ... tion-5.0.1

As the saying goes; you're doing God's work here.

KimmoJ

From syslog. Jan 23 12:20:43 SYSTEMNAME OTRS-otrs.Console.pl-Maint: :PostMaster::MailAccountFetch-10[2537]: [Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][Line:51]: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccoun...

KimmoJ

For future use, you could have just moved those tickets to the Junk queue, and have a scheduled job that goes through the Junk queue and erases the jobs in there. Optionally, leave them for a few weeks and check to see what's in there.

KimmoJ

I upgraded to OTRS 5 a while back and now I'm seeing a fair number of mail issues. Mostly mail works fine, but occasionally there are just failures and I need to figure out what is going on: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFet...

KimmoJ

Sounds like there is some cleaning up required there too, then! But fortunately we don't have a huge amount of customers, so I can arrange an effort to go through and create Customer Organizations and move customers to them to clean that up.

KimmoJ

My users are seeing multiple email related issues - but not all the time. Don't you just love intermittent faults? Anyway, seeing a fair amount of "can't send message" and "impossible to send message to" in the system log, and users are complaining. There is a specific domain and...

KimmoJ

Ohhh ok, so in 5 you have to add a customer company first and then customer users to that company. The terminology here is confusing as heck. Customer vs Customer User. Especially as I jumped our install from 3 via a quick visit to 4 and up to 5, apparently along the way there handling of customers ...

KimmoJ

Nobody has a clue on this one...?

It's an increasingly aggravating issue as we need to add more users to the system.

denied.png

KimmoJ

When trying to search the SysConfig, OTRS 5 seems to immediately load the registration page as soon as I click in the search field. It loads to a page where I'm supposed to upgrade to the "OTRS Business Solution". Ie, I can't access sysconfig because of this immediate reload and redirect. ...

KimmoJ

I'm trying to add new customer users to our OTRS and now that we're on version 5, the ID field is grayed out and not editable. Since I can't add anything to it, I can't add users since the user ID field is mandatory (obviously). Why would it be grayed out? Every other field is editable.

KimmoJ

But why beat around the bush? Maybe you should reword it to be clearer! "Your local admin is a loser who screwed this up, not us! Fire him and talk to us about our cloud solution, we'll treat you much better. Also, we have cookies. This was in no way a problem with OTRS, it was all due to that ...

KimmoJ

Nice one, OTRS. Way to go to throw a local admin under the bus and try to make them look bad when something goes wrong, just to sell your cloud stuff. Two thumbs up! Keep this up and you'll be Microsoft soon.

insulting-errormessage.png

KimmoJ

I upgraded our aging 3.3 to 4, then straight to 5. It went pretty Ok, though I had some alerts about missing files when I upgraded to 4: No such file: /opt/otrs/var/httpd/htdocs/skins/Agent/default/css/Support.Default.css! Etc. There were several similar missing files. Is this a critical issue or ig...

KimmoJ

Hi. Could someone talk me through a simple, step by step basic setup to send escalations for a specific queue to send escalation notices in 3.3? Assume I have the brain capacity of a 10-year old (not far from the truth today, I'm exhausted. Curses on daylight saving time.) I simply want the system t...

KimmoJ

I can't answer that one, hopefully someone else can. But I presume it's not possible via a normal setting, it's not something that should be allowed. I think that if an address is in OTRS, OTRS receives mail for that address, usually.

Just to make sure - you can forward to other addresses, right?

KimmoJ

Thanks, but that seems to be about what you can drag and drop into the internal editor. My problem is that forwarding a case with an already attached file. Every other file type seems to forward fine, but when you hit forward in a case that has jpg attachments, the pop-up window to finish the forwar...

KimmoJ

Make sure the people in either queue has "move_into" rights for both queues checked in the permissions (agents/groups/roles) and then have them use the "change queue" link above the ticket to shift it from one queue to the other. If the case is already in the system, it makes no ...

KimmoJ

First create groups and queues, then create a role that is appropriate (ie, if you have a support queue, you create a support - or support-staff - role). You then edit the role-group relationship so that the role has MOVE_INTO permission checked for only the groups you want the "support-staff&q...

KimmoJ

This doesn't always happen but it does happen, and every time it's a pain to save the attachment and reattach. It should be some sort of setting, option, what have you - a checkbox to click to get it to keep the attachment along, perhaps, with the default being not checked. There's a good reason to ...

KimmoJ

Oops, after some digging I found this:

viewtopic.php?f=62&t=16765&p=89102&hili ... ent#p89102

So, should I still find myself editing the source of the actual AgentTicketForward.pm file for this, even in 3.3, or is it a permissions issue?

KimmoJ

Hi. As the subject says, some of my users can't forward attachments. They can forward the ticket itself just fine, but any jpg attachment simply doesn't get attached to the forwarded email. This is a source of not inconsiderable frustration. They can download the attachment first, then re-attach it ...

KimmoJ

SysConfig: Ticket -> Frontend::Agent::Ticket::ViewNote
Switch Ticket::Frontend::AgentTicketNote###State: to yes.

Allows you to use the Note function to change a ticket to open from the closed state.

Though I agree, this should be (at the very least an optional) button next to close.

KimmoJ

Thank you! Going to have to give that a whirl right away and hope that the next generation of OTRS does some serious work on the reply window in general. It wastes space a lot and is a bit kludgy to use in general. More Ajax needed! :) Edit: worked beautifully. It's amazing what such a tiny hack can...

KimmoJ

That's awesome, thank you.

Mental note for myself: next time use the sysconfig search a little better before spamming the board.

Appreciate the guidance though.

KimmoJ

Make sure you also follow crythias's link up there, you have to run an Exchange CLI command on that receive connector to make it available for relaying in addition to setting it to basic authentication. Port 25 should work, it's what I'm using even though the submission port on 587 should be fine too.

KimmoJ

I just had a little gotcha moment today when one agent answered a ticket and set it to closed and another agent came in via the mail link, realized it wasn't in the proper queue and moved it to another. So it landed in the other queue in the closed state and thus just "vanished without a trace&...

KimmoJ

Will do. I was just wondering if there was some setting or way to tune that with ease that I just hadn't noticed among the bazillion :) settings in the sysconfig. Thanks. Edit: there was a pre-existing bug report that was identical to what I was planning to add so added myself to the cc for it. Than...

KimmoJ

I'm trying to figure out why you'd have to send emails from OTRS to OTRS in the first place. I think it's important to note that OTRS is ticket or issue management system, not an emailer. Email is just one way to get info in and out, but the focus is on tickets. That means that you may (should) adju...

KimmoJ

I too had very minimal issues with Exchange and OTRS, and the problems were all with Exchange rather than OTRS. As crythias says, the sensible thing to do is to create a new Receive Connector for Exchange 2010 that is allowed to relay, then just add "your.otrs.box.ip/32" as an acceptable u...

KimmoJ

I wonder if anyone could offer some hint on an annoyance I keep seeing. Whenever you go to reply to a ticket, a window pops up with the text editing field. This window is always too small. You have to scroll manually until you can even see the controls to choose whether to leave it open or mark it c...

KimmoJ

I had a very similar experience when I was editing settings, somewhere along the line my ticket numbers got reset. We started out with a simple auto-increment setting that went from 10000 to 10001 etc (the rationale behind that was "easy to read and mention ticket number over the phone or email...

KimmoJ

Thanks for these scripts. I'm not going to use them. :) However, they're excellent to use as a step by step reference for what needs to be done (about to tackle an upgrade from 3.0.6 to 3.0.11, haven't upgraded the system before and figured I'd pop in here and check for a recommended process.) Much ...

KimmoJ

Thanks for the info! The TicketCounter.log contains the number 9 (right now) and the NumberGenerator area is now set to date instead of autoincrement (I already set that earlier.) I still have no idea how the number was set to 9, it was in the thousands before this glitch or whatever it was I manage...

KimmoJ

I was trying to get my groups access to the Customers button (since my users aren't in the generic "users" group at all, they're in their own groups, so I had to give those groups that admin right.) Somehow I managed to reset the counter for our case ID's. I have no idea how that happened,...

KimmoJ

Doh! The IT Support queue was the first one created and it was created in the users group. We apparently forgot to ever switch it to the IT Support group.

Well, that would explain that.

No need for me to go into the admin settings and monkey about. Ah well, done now anyway.

KimmoJ

And I believe this is where I stop talking to myself, but just on the off chance anyone wonders what this was all about: Editing customers is done at Framework -> Frontend::Admin::ModuleRegistration I added the user groups I had created for various departments in Frontend::Module###AdminCustomerUser...

KimmoJ

I should mention that virtually no agent is part of the users group, except for the two agents who man the IT support queue and the system (me and a colleague, in other words.) We two obviously see everything including admin and stats (where we are also the two only members, in the admin and stats g...

KimmoJ

I have an OTRS setup that's going to be serving multiple sub-groups inside our organization, and those groups will all be working on distinct tickets. They may move tickets from department to department but they're not supposed to see tickets in other groups. I've operated on the assumption that add...

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