Znuny and ((OTRS)) Community Edition

skullz

Check

https://opar.perl-services.de/dist/ITSM ... tion-6.0.4

skullz

Not sure if this still exist or not in 6.2.x,

System Configuration > Daemon::SchedulerTaskWorker::NotificationRecipientEmail

skullz

agree with root..perhaps temp issue or...

i would try:

1. clear cache
bin/otrs.Console.pl Maint::Cache::Delete
bin/otrs.Console.pl Maint::Loader::CacheCleanup

2. restart apache

3. delete everything under /opt/otrs/var/tmp/*

skullz

if you know a bit around html, take a look at template example for agent ticket phone 1. https://github.com/znuny/Znuny/blob/9d2dc0fb9ebc3f6ce362b57ee37f80364184db89/Kernel/Output/HTML/Templates/Standard/AgentTicketPhone.tt#L53 2. https://github.com/znuny/Znuny/blob/9d2dc0fb9ebc3f6ce362b57ee37f80364...

skullz

try

Code: Select all

shell > df -lha

skullz

Well, its depends on your SLA business hour..
if 8 hour a day, should be 480 minutes

Check the time calendar setting in

- system configuration > Core::Time (for default business time setting).
- system configuration > Core::Time > CalendarX (for variable business time setting).

skullz

- Ticket should be respond within 99hr 18 minutes, - Ticket should be resolve / close within 165hr 18 minutes if agent fail to deliver them within estimated time, - ticket is escalated (breach sla) - notification email will be send (if configured) - a certain action (if configured) can be perform (e...

skullz

System Configuration > Daemon::SchedulerTaskWorker::NotificationRecipientEmail

skullz

Admin > System Log

Check carefully when you save the csv before importing back to OTRS, either it use comma/semicolon separator..

skullz

Perhaps network issues..i guess..

Try to disable System Configuration > SessionDeleteIfNotRemoteID

good luck

skullz

If you looking for the basic recording, take a look at ITSM CMDB module..
you can get it from https://download.znuny.org/releases/itsm/bundle5/

skullz

Perhaps cache issue ?

Additionally with expectation the upgrade process is successful, you may add user to admin group by

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otrs@shell > /opt/otrs/bin/otrs.Console.pl Admin::Group::UserLink

skullz

1. The value only will be show after ticket create or customer user change.

2. Additionally, you also have to activate Ticket::EventModulePost###4100-DynamicFieldFromCustomerUser

good luck

skullz

Working fine on my machine

ACL

Screenshot 2021-11-18 102834.png

Customer User with Public (CustomerID)

public_cid.png

Customer User with another CustomerID

internal_cid.png

skullz

Maybe try to play with existing CVE configuration
However, this based on V6.

skullz

https://opar.perl-services.de/dist/GIExtension-6.0.6

skullz

Are sure the customer user has a correct customer id?

Refer: https://doc.znuny.org/doc/manual/admin/ ... -reference

skullz

You must use the ID of the ticket process..not name..
You can get the the id from the url when editing the process

Example: Process-9c378d7cc59f0fce4cee7bb9995ee3eb

skullz

Check available command under regarding Config via

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bin/otrs.Console.pl

Good luck

skullz

Try

- bin/otrs.DeleteCache.pl
- bin/otrs.LoaderCache.pl -o delete
- delete everything under /opt/otrs/var/tmp/
- restart webserver

Good luck

skullz

the skin should be register to otrs config

1.Check for skin xml file under /opt/otrs/Kernel/Config/Files/
2. After copy and paste the xml, rebuild and sync confg

skullz

Opps..i may be wrong but no harm running earlier script..
Perhaps waiting for another 6.1.x users

skullz

Run

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bin/otrs.Console.pl Dev::Code::CPANUpdate --mode stable

viewtopic.php?p=173136#p173136

skullz

By default, its depends on language preferences.

Eng US = mm/dd/yyyy
Eng UK = dd/mm/yyyy

skullz

What db ? Postgresql?

skullz

So it would seem that the DynamicFields data is set correctly, but it's not being displayed in the child ticket even though they are visible in the parent ticket? Could this have something to do with some settings? Though I have no clue which settings would affect this. For non process ticket: Syst...

skullz

Did you check child ticket history ?
your child ticket is non process ticket..so dynamic field will be appear on ticket information widget on right (if configured)

skullz

Search for %DataPayload..its should be under TicketArticleCreate docs..
However in your transition action, value of %DataPayload still under TicketCreate

skullz

Try

1. Check admin > log

2. Within TicketCreate transition action, also try create article.

skullz

Mysql 8.0 not supported.

skullz

1. Perhaps check TicketCreate transition action *Creates a ticket with an article, the new ticket can be linked with process ticket. https://doc.otrs.com/doc/manual/admin/6.0/en/html/process-management.html To set it as child ticket and auto inherit current ticket dynamic field value ..................

skullz

https://github.com/znuny/Znuny/blob/95e929f68028575a7fdc45e50bfd2f84f3ce9908/Kernel/Modules/AgentTicketZoom.pm#L815 # generate output my $Output = $LayoutObject->Header( Value => "$Ticket{TicketNumber} - $Ticket{Title}", TicketID => $Ticket{TicketID}, );

skullz

Not sure on 7.0/8.0, however on OTRS CE 6.0x or LTS,

1. The docs is for API. Not for web services.

2. For web service,

TicketSearch connector will only return Ticket IDs.

Then u have to use TicketGet connector to get the ticket details (ticket number, etc) based on the TicketID above.

skullz

Did you try stop and start back daemon 1st?

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otrs@shell > bin/otrs.Daemon.pl stop
otrs@shell > bin/otrs.Daemon.pl start

A

skullz

1. Check first whether webserver running as otrs. If not, run is as 'otrs' user instead of default user. 2. If still happening, Check system configuration for Daemon::PID::Path if it activated. By default, the setting is disabled. If you don't need it, disabled it or try to change pid directory to s...

skullz

1. Try to rerun otrs.SetPermissions.pl script

2. Look like you have enabled EventTicketCalendar widget which are required the dynamic field datetime

- TicketCalendarStartTime
- TicketCalendarEndTime

Make sure these field exist or disabled the widget if you dont need it.

Good luck

skullz

are u using 3rd party addon ? ITSM-CIAttributeCollection ? if yes, go to Agent::CommonJS###100-ConfigurationManagement makesure at least, these value exist. - ITSM.Agent.ConfigItem.Search.CIAttrColl.js - ITSM.UI.ConfigItemActionRow.js - ITSM.Agent.ConfigItem.Dashboard.js - ITSM.Agent.ConfigItem.Sear...

skullz

new client user? So, perhaps (non-agent) customer user ?
the login url for non-agent is http://FQDN/otrs/customer.pl

additionally, latest release of otrs CE / Znuny LTS is 6.0.36
https://www.znuny.org/en/releases

skullz

Thank you very much! I don't develop on otrs and manteinance it for a lot of years, and now inherited just two installation that i must upgrade it. I remember another forum but was a lot of years ago.. I've just swap the OS of first installation (2.4.7) from an old Centos 5 to Centos 7, and now i w...

skullz

https://download.znuny.org/releases/doc/doc-admin/

skullz

First share your xml..
Also make sure the param below exist

<Item Key="Permission">rw</Item>

skullz

1. Try at Loader::Module::AgentTicketZoom###002-Ticket

2. Make sure this attmt.js has a correct file permission

skullz

not sure with power shell, but with perl, dynamic field is outside Ticket.. try my $Params = { UserLogin => $User, Password => $Pass, Ticket => { Queue => "Postmaster", }, DynamicField => [ { Name => "Category", Value => "A", }, { Name => "SubCategory", Value ...

skullz

a simple word search 'attachment display' would get you here:

viewtopic.php?f=60&t=39836&p=161149&hil ... ay#p161149

skullz

okay this would be a workaround. How do you visualize the dynamic fields in the ticket to display similar like a Note? Not sure..it just plain text. Also is there a chance to add this as a feature request to znuny? Also how is the best way to add this as a feature request? Any hints how to get a pr...

skullz

So its was there...
The code that i point out just an example though..
For sure, have to write custom module..

Update: i have taken this as a pet / side project. check my github..
Feel free to improve them

skullz

I dont think its ever exist..
Perhaps addon or custom module. Something like https://github.com/znuny/Znuny/blob/dev ... usiness.pm

Check for escalated ticket, if exist force to escalation screen or ticket zoom screen

skullz

Not for rich text i think..
however if you use dynamic field textarea in closing remark, you can use regex in the setting
*the example regex may be working or not

skullz

Unfortunately, from https://github.com/znuny/Znuny/blob/820d8707c260c65a6d0db28b0a23718dd6e3f657/Kernel/Modules/AgentTicketPhone.pm#L1814 and https://github.com/znuny/Znuny/blob/820d8707c260c65a6d0db28b0a23718dd6e3f657/Kernel/Modules/AgentTicketPhone.pm#L1677 to prefill the text via template id meth...

skullz

1. Turn on responsible features if not yet on by default, its off.

OR

2. Turn off required lock setting at System Configuration > AgentTicketCompose

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