Znuny and ((OTRS)) Community Edition

CSL

Crythias' suggestion and your added HTML works fine for me - try running /opt/otrs/bin/otrs.DeleteCache.pl and hitting Ctrl-F5 on your browser to refresh.

CSL

I've recently been attempting to do this as well. It's one of those problems that is very, very hard to find information on - I've only managed to dig up these two sources on the web: http://lists.otrs.org/pipermail/dev/2009-April/002125.html http://lists.otrs.org/pipermail/otrs/2007-November/020952...

CSL

I think if you've got this working well with Jasper reports then that should be enough - trying to create the same thing inside OTRS using the stats module will only lead to frustration and headaches (have been there and tried it myself). The conclusion I came to was that using an external tool (Jas...

CSL

I've had a look through the file and can't see anything obvious either I'm afraid - I've tried before to work out OTRS's perl module interfaces and structures and found it equally as hard. With time and dedication (and perl tutorials) it's probably possible to figure out how to do it, but you may ha...

CSL

You will probably have to make changes to the authentication mechanism in order to do this. The perl modules that handle this are in /opt/otrs/Kernel/System/CustomerAuth There will be a routine that handles when incorrect credentials are received, and redirects the page to an URL, which will be the ...

CSL

Oh ok, didn't realise you meant old emails; I'd imagine creating a symbolic link in the directory would work:

Code: Select all

ln -s /opt/otrs/Kernel/Modules/CustomerTicketOverview.pm /opt/otrs/Kernel/Modules/CustomerTicketOverView.pm

CSL

What error did you get when you loaded your old config file?

Did you try running /opt/otrs/otrs.RebuildConfig.pm afterward?

CSL

Hi, I would think this must be a custom configuration that has been ported over to the new version. Have you tried searching through your config files for the string "CustomerTicketOverView" - eg grep -Rl "CustomerTicketOverView" /opt/otrs/Kernel/* This may reveal if you've got t...

CSL

PostMasterMailbox can't start because it's already running, so you'll need to kill the running copy first. It's given you the PID (21304) so it should be simple to kill the process. Viewing all running instances is probably a good idea first: ps -a |grep PostMaster If it hangs again and you get this...

CSL

You will need to do more than just upgrade OTRS if you are migrating a database from MySQL version 4.1 to 5.5. You will first have to upgrade your MySQL install and your database to the version you want. You won't be able to do this in one single step; you will need to upgrade from 4.1 to 5.0, as de...

CSL

That sounds odd, I haven't seen this error before. If it only happens on certain articles then the first thing that comes to mind is possible charset / character issues, or issues to do with certain email addresses? Can you find anything in common with the articles that won't send? Any email address...

CSL

If the only files it's complaining about are two PDF files in the documentation folder, then I wouldn't worry much about this. If you want to try to fix it, then I'd run the permissions script ( /opt/otrs/bin/otrs.SetPermissions.pl ) with your appropriate arguments to make sure the permissions aren'...

CSL

Ok - was it a caching problem?

Try running /opt/otrs/bin/otrs.RebuildConfig.pl to see if it fixes this new issue.

CSL

The version number should change; I'm pretty sure I've had this issue before where it didn't seem to. I remember the issue was a caching problem. One completely sure-fire way to discount this is to go into sysconfig, and find: Framework -> Core::Web - Loader::Enabled::CSS Framework -> Core::Web - Lo...

CSL

If you're just doing a patch-level update, and have no customized files (beyond Config.pm and ZZZAuto.pm) then unpacking the tarball over the current dir should work OK (i'd still backup the whole dir first, of course). The number at the bottom probably hasn't changed because it's cached, either in ...

CSL

This definitely sounds like a wait_timeout issue. You have 2 MySQL installs - one with default wait_timeout, and one with a set wait_timeout. You have 2 servers running two different instances of apache. When you use one server (otrs box) to connect to either DB, then you get the same issue of timeo...

CSL

So any machine you try that connects through this proxy server produced the error, while another machine that doesn't works fine with no errors? I'd say it's good bet the proxy is the issue in that case. There could be many different reasons for this depending on what that proxy does. A transparent ...

CSL

I've found upgrading to be complex and time-consuming because we now have a fair number of customizations. If you had a plan, vanilla install of OTRS that you only changed sysconfig settings on, then it would be fast and stress free, but I've found this isn't possible when a buisiness is using it fu...

CSL

I'd like to help, but haven't yet attempted this upgrade (it's coming though, probably soon...) The messages in your first quote look normal. I got these when testing RPM upgrades in previous versions. If it finds a conflict with an existing file it creates the new one as "file".rpmnew Thi...

CSL

The system will only fetch mail from accounts that are listed in that section. If you're not sure what is going on, you can prevent OTRS from fetching mail by either stopping the cron service or commenting out the PostMasterMailAccount cron job. If your system is importing mail, it must be from one ...

CSL

Hi, The system will fetch fetch email from any configured postmaster mail accounts. It does this with a cron job that is set to run every 10 minutes by default. You can see these mail accounts by going into the admin part of the interface and clicking on 'PostMaster Mail Accounts'. If you don't want...

CSL

Try to escape it? Put a backslash in front of the apostrophe:

So Name's becomes Name\'s

CSL

I wouldn't look to a document you've found somewhere and translated for instructions where there are official ones for upgrading on windows. Your best bet is always to start with the official docs, no matter how sparse they may be: http://doc.otrs.org/3.0/en/html/upgrade-windows-installer.html http:...

CSL

Is "CustmoerAuth.pm" a typo, or the actual text of the error?

I'm guessing /opt/otrs/Kernel/System/CustomerAuth.pm exists. Could this be a typo you've made somewhere, maybe in Config.pm ?

CSL

Are you using mod_perl, FastCGI, or CGI in Apache? It would be worth switching between mod_perl and FastCGI to see if both of them produce this error. Information on this error is scarce as you say; I've only found some references to possible mod_perl issues and some proxy timeout problems. I take i...

CSL

If this only happens when you try to respond to a ticket, then system could be having problems sending mail. Have you checked your email settings? Have you looked at the apache error log as well as OTRS's log?

CSL

the OTRS expert disappeared and left no documentation... nothing. You'd think they would have squeezed something from him; not a fun situation to be in :-/ Yes you are right on the basics of the procedure. There is an UPGRADING file inside the OTRS dir that gives instructions on how to do this. As ...

CSL

I have experience setting up multiple front-ends for OTRS, but not on the same machine. The principal is roughly the same, though it sounds like you want separate databases for each instance as well. I don't think it's possible to have a single OTRS instance act in the way you describe. The primary ...

CSL

There aren't any - the only OTRS theme I've seen posted online was a 'no-gradients' theme that removed most of the gradients from the 3.x interface. You can find it here: http://blog.otrs.org/2011/05/04/hacking-otrs-pt-1/ There's a lack of user-generated content for OTRS considering how many people ...

CSL

Hi,

This has been answered in this post: viewtopic.php?f=62&t=14915

CSL

Yep, permissions could be the problem - have you ran /otrs/bin/otrs.SetPermissions.pl ?

The INSTALL readme file contains the arguments that should be ran with this script for common Linux distros, I'm pretty sure Debian / Ubuntu is one of them.

CSL

Hi, If you're losing emails (that my be very important to your business / company?) and you're not sure how to fix it, then commercial support may be the way to go? First place to check is the log file - are there any error messages? When was the last time any Postmaster functions ran? Do you see an...

CSL

You will have to manually edit the users table in the OTRS database. How you do this depends on which database you use. You can remove the password entry from the admin user, or replace it with the encrypted form of a known password. If you're not familiar with databases and aren't comfortable with ...

CSL

There is the possability to use a different, external database for ALL customer information, but not part of it. You need to have all customer information in the same database, whether you use the default one or an external one. I think your best bet here is to import the data from the external data...

CSL

If you're connecting to your database (which is? eg MySQL, etc?) from another machine, then you will need to enable remote access to that database. For MySQL, this involves changing settings in my.cnf for network access, and creating a new user account with the remote address of the machine. You'll ...

CSL

I've set up a redirect on our frontend box that works as follows: The document root (base URL) redirects to /otrs/customer.pl (both with and without trailing slash) adding /otrs or /otrs/ to the base URL redirects to /otrs/index.pl Here are the relevant lines from our otrs.conf file form within /etc...

CSL

Hi Sorin, I would guess that this is the interface cache showing you an older version of the pages before you added the new queues. Try running /opt/otrs/bin/otrs.DeleteCache.pl and then restarting your webserver. I've seen this problem happen with some agents (that were added through the web interf...

CSL

First of all, try running /opt/otrs/bin/otrs.DeleteCache.pl This should remove CSS and JS cache and allow it to re-populate with the updated content. If that doesn't seem to work, try disabling the CSS loader in sysconfig - FrameWork -> Core::Web - Loader::Enabled::CSS Refresh a few pages and then r...

CSL

Thanks for replying crythias, The issue we had is that OTRS's fulltext search uses the SQL LIKE statement. Below is an extract of the command it runs when searching for 'any': AND (((art.a_cc LIKE '%any%' ) ) OR ((art.a_subject LIKE '%any%' ) ) OR ((art.a_to LIKE '%any%' ) ) OR ((art.a_body LIKE '%a...

CSL

Hi all, I'd like to ask if anyone is using any modifications / scripts / 3rd-party tools to improve OTRS's search functionality? We have found the fulltext search in particular to be very limited and basic, and are wondering if others have found the same thing (we use MySQL with Ticket::SearchIndexM...

CSL

Know this sounds silly, but you could try creating C:\Files\OTRS\StrawberryPerl\c\bin\startup\startup.mk ? Copy the startup.mk file from the proper directory into new dir structure: C:\Files\OTRS\StrawberryPerl\c\bin\startup\ Otherwise it will probably have to involve hunting through the file that i...

CSL

I'm not sure if you'll be able to do that without messing up the article display for all non-html formatted articles. I'm assuming you are importing html formatted articles, and will then be using the system as normal from that point onwards. You may be able to edit the dtl file that controls ticket...

CSL

Hi, I think a possible easier way would be to strip all of the HTML tags from the imported text so it displays as a normal article would. There is a perl module specifically for this: http://search.cpan.org/~kilinrax/HTML-Strip-1.06/ Assuming you are using a script (or commands that could be scripte...

CSL

Just tried this out on my test system and it seemed to work ok. Run the following from the command line: perl /opt/otrs/bin/otrs.CryptPassword.pl yourpassword Replacing 'yourpassword' with the database password you have in /opt/otrs/Kernel/Config.pm. This will give you output that looks like the fol...

CSL

I managed to do some modifications like this in the customer interface, but have not needed to alter the agent interface. Basically it's all about looking through the HTML on the page (i recommend firefox and firebug for this) and identifying the section in the .dtl file (CustomerTicketOverview.dtl ...

CSL

I'm pretty sure you'll have to code this yourself, I don't think OTRS has any features or packages that could do it. The first thing that comes to mind is modification of the perl modules involved in ticket creation. The OTRS log captures the IP of the machine that a user logs in from, but I'm not s...

CSL

Nice find, I had no idea these existed - tried a few (English version) and they work great. As for adding your own, I've found this line amongst the javascript loaded on the dashboard screen: <li id="nav-FAQ" class=""> <a href="/otrs/index.pl?Action=AgentFAQExplorer" ti...

CSL

Hi,

I'd guess that this is because you haven't started working with tickets yet (eg the icons won't display unless the number of tickets you have watched, locked etc is greater than zero).

If the number is zero the icons simply do not display.

CSL

There are many factors that influence the performance of a system, never mind a complex software package like OTRS. If you are quite new to sizing systems appropriately and installing software for business use then I would very much recommend to seek help from any IT staff in your organisation. If y...

CSL

You should be able to remove the preferences tab by un-ticking the following entry in sysconfig:

Framework -> Frontend::Customer::ModuleRegistration - CustomerFrontend::Module###CustomerPreferences

Search found 159 matches