Znuny and ((OTRS)) Community Edition

Log into the database and run:

Thanks, but no. Using 6.0.4.

So I had many GenericAgent scheduled tasks running in Version 5 that ran fine. Since upgrading to 6 some of them no longer find tickets that are clearly there. I've attached an example whereby when searching for a certain type of report if I include "No violations" in the fulltext field th...

I'm having a problem recently where the GenericAgent is not selecting tickets that are returned in a standard search using the same criteria. Has anyone else experienced this? For example a very simple GenericAgent job that seaches for : * From: *@uptimerobot.com * Status: New finds no tickets even ...

Ah it turned out it was rebuilding the search index from the oldest back to the newest. All came back eventually.

I ended up resolving this by optimising the ticket_history table.

Possibly have incorrect schema. May consider rebuilding.

Upgraded to 6.0.10 now on a new machine and having other issues.

I upgraded from 5.0.16 to 6.0.3 and then to 6.0.10 (included a server move also). Everything seems to be running fine now but when I search tickets are not being found. If I search for a certain subject it's finding ticket older than 733 days but these tickets exist every day. Why is it only finding...

mysql> EXPLAIN SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON sq.id = st.queue_id INNER JOIN ticket_history th ON st.id = th.ticket_id WHERE 1=1 AND sq.group_id IN (14,15,16,19,20) AND th.history_type_id IN (1, 27) AND th.state_id IN (10, 2, 3) AND th.create_time <= '2018-01-26...

Updated my profile now!!!

I'm having the same problem with the same query: # Time: 180129 14:33:08 # Query_time: 1360.566931 Lock_time: 0.001636 Rows_sent: 1 Rows_examined: 4908808 SET timestamp=1517236388; SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON sq.id = st.queue_id INNER JOIN ticket_history th ON...

Did the trick, thanks!

Hello,

In work I often have to connect and disconnect from various VPNs and each time I do so I have to log back into OTRS. No other UI I use has this requirement. How can I remove this requirement?

Correct, this resolved the issue. It seems the StorageModule got reset to DB when I did the upgrades. Setting both of these settings and all is working again.

Thanks!

Hey, Recently I've been working a lot on OTRS. I've done: 1. Moved all attachments to the filesystem in OTRS 3.0.10 using "bin/otrs.ArticleStorageSwitch.pl" 2. Upgraded to 3.1.21 3. Upgraded to 3.2.18 4. Upgraded to 3.3.15 5. Upgraded to 4.0.16 6. Upgraded to 5.0.7 7. Upgraded to 5.0.16 I'...

Fixed by using aspell instead of ispell.

I'm still having the same problem with OTRS 5.0.16 on Ubuntu Lucid (old, I know) with ispell installed. Anyone resolve?

crythias,

I think I just needed to clear the cache. Seems to be working fine now.

Kevin

Sorry about that crythias!

Having problems getting this working. Please see this post for progress to date: viewtopic.php?f=60&t=5941

Actually, now I am intermittently getting Perl errors that say: Software error: Can't locate object method "new" via package "Kernel::Output::HTML::Layout" at /opt/otrs//Kernel/System/Web/InterfaceAgent.pm line 775. For help, please send mail to the webmaster (webmaster@localhost...

I also had to change all nistalnces of "$Self->{LayoutObject}" with "$LayoutObject" in InterfaceCustomer.pm

This pretty much worked for me also on 3.0.10. I don't run cpan, so in Ubnutu I also ran: apt-get install libcaptcha-recaptcha-perl I had to also change all instances of "260px" to "400px" in var/httpd/htdocs/skins/Customer/default/css/Core.Login.css for it to display properly wi...

Updated already!

Added other (default viewable) StateTypeIDs.

Resolved here: viewtopic.php?f=55&t=14167&p=56039#p56039

Thanks vkandersv,

That worked fine for me. I've created the attached package for others to use if they have the same requirements.

I tried to do this by creating a file called Kernel/Config/Files/PriortyDashlet.xml with the contents: <?xml version="1.0" encoding="utf-8"?> <otrs_config version="1.0" init="Application"> <ConfigItem Name="DashboardBackend###0110-PriorityTickets" Re...

I've looked through all the relevant .pm files for this and I can't find why it's not working. Can anyone help?

I tried to do this by creating a file called Kernel/Config/Files/PriortyDashlet.xml with the contents: <?xml version="1.0" encoding="utf-8"?> <otrs_config version="1.0" init="Application"> <ConfigItem Name="DashboardBackend###0110-PriorityTickets" Re...

Dan,

Thanks a million for this, very useful! Can I mention something about the included PDF? The Sysconfig setting names a re a little out of date. It also doesn't mention in the Installation section that you have to manually run the .pl file via the console. It's an excellent package though.

Kevin

Hey all, I'm quite confused about the predefined pending states. My helpdesk does technical support for developers to integrate into our systems. Because of this there can be long delays where we don't need to remind anyone of anything, and we don't want the tickets appearing on our lists. They will...

Hey, I'm having trouble figuring out the best relationship between these. Situation: The helpdesk does two types of support for two different companies. The two types of support are: "Integrations" and "Standard Support" Companies are "Company A" and "Company B&quo...

Got it all sorted thanks to that.

Cheers.

Hello, This is my first question on here. I'm finding OTRS excellent and I have nearly got my whole helpdesk set up with out asking any questions yet! I do have this one though: I would like to remove some functionality from the customer portal. I don't want customers to be able to set the next stat...