it is an otrs bug
https://bugs.otrs.org/show_bug.cgi?id=14014
It was fixed in release 11.
Greetings.
Search found 336 matches
- 14 Nov 2018, 11:28
- Forum: Help
- Topic: Drag & Drop a file in article process managament dialog otrs 6.0.10
- Replies: 1
- Views: 1305
- 14 Nov 2018, 11:22
- Forum: General
- Topic: Eliminar tickets y agentes OTRS 6 (SOLVENTADO)
- Replies: 5
- Views: 8701
Re: Eliminar tickets y agentes OTRS 6
Agentes no se pueden borrar, hasta donde yo se, ya que se mantienen por motivos de auditorías.
En relación con el otro error, parece un problema de la configuración de la cuenta de correo. Revisa el communication log para ver que error da.
Saludos.
En relación con el otro error, parece un problema de la configuración de la cuenta de correo. Revisa el communication log para ver que error da.
Saludos.
- 13 Nov 2018, 19:22
- Forum: Help
- Topic: Unable to install OTRS 6 on OEL 7
- Replies: 8
- Views: 8811
Re: Unable to install OTRS 6 on OEL 7
Have you installed all the software packages that are required by otrs?
It seems that something is not installed.
Greetings.
It seems that something is not installed.
Greetings.
- 13 Nov 2018, 19:21
- Forum: General
- Topic: Eliminar tickets y agentes OTRS 6 (SOLVENTADO)
- Replies: 5
- Views: 8701
Re: Eliminar tickets y agentes OTRS 6
Yo volvería a probar con el agente genérico. En su día eliminé todos los tiques que tenían más de dos años, y si se pueden eliminar los que están cerrados. Inténtalo, y si no te los borra, pon aquí la configuración que has usado y la revisamos.
Saludos.
Saludos.
- 13 Nov 2018, 15:25
- Forum: Help
- Topic: Nested sorting on tickets
- Replies: 2
- Views: 1356
Re: Nested sorting on tickets
I think you can´t do it with the out of the box version, as far as i Know. Probably the solutions goes over coding the application.
Greetings.
Greetings.
- 08 Nov 2018, 07:26
- Forum: Developers
- Topic: Unable to get property 'Init'
- Replies: 2
- Views: 4304
Re: Unable to get property 'Init'
Which version of otrs are you using?
Is there any information in the apache log?
Which version of OS are you using? have you updated it recently?
Greetings.
Is there any information in the apache log?
Which version of OS are you using? have you updated it recently?
Greetings.
- 08 Nov 2018, 07:22
- Forum: Ayuda
- Topic: Campo no disponible
- Replies: 1
- Views: 7024
Re: Campo no disponible
Hola.
Para que esté habilitada la opción de responder, tienes que crear plantillas de respuesta desde administrador, y vincularlas a los tipos de tique para que puedas utilizarlas.
Un saludo.
Para que esté habilitada la opción de responder, tienes que crear plantillas de respuesta desde administrador, y vincularlas a los tipos de tique para que puedas utilizarlas.
Un saludo.
- 05 Nov 2018, 16:19
- Forum: Help
- Topic: Cant send or receive emails using Gmail on a newly 6.0.12 system installed on ubuntu 18.04.1
- Replies: 3
- Views: 2756
Re: Cant send or receive emails using Gmail on a newly 6.0.12 system installed on ubuntu 18.04.1
It shows that can´t connect to imap.gmail.com so the question is:
from the server can you connecto with that url?
from the server can you connecto with that url?
- 23 Oct 2018, 06:34
- Forum: General
- Topic: OTRS 6.0.8 - Error creating DateTime object.
- Replies: 8
- Views: 5950
Re: OTRS 6.0.8 - Error creating DateTime object.
Hello, perhaps is the error that was solved with the patch level 11 https://community.otrs.com/release-notes-otrs-6-patch-level-11/ The error is: Bug 14045 - Error creating DateTime object for pending time in Process ticket >> https://bugs.otrs.org/show_bug.cgi?id=14045 Have you created any process ...
- 18 Oct 2018, 06:33
- Forum: Ayuda
- Topic: Gestión de Importación/Exportación
- Replies: 1
- Views: 7170
Re: Gestión de Importación/Exportación
Puedes revisar los logs del sistema para ver si devuelve algún error que ayude a verificar el problema. También puedes actualizar el otrs al último patch disponible de la versión 5, ya que se corrigen muchos errores.
Re: Ayuda
El problema es un error de autenticación, por lo que indica en esta línea:
IMAPS: Auth for user soporte.ecuador@XXXX.com/imap.gmail.com failed!
Revisa que el usuario y contraseña sean los correctos.
Saludos!
IMAPS: Auth for user soporte.ecuador@XXXX.com/imap.gmail.com failed!
Revisa que el usuario y contraseña sean los correctos.
Saludos!
- 15 Oct 2018, 14:08
- Forum: Help
- Topic: Assign Services By CustomerID
- Replies: 1
- Views: 1015
Re: Assign Services By CustomerID
Have you tried with the generic agent trhough ticket creation?
Greetings
Greetings
- 15 Oct 2018, 14:06
- Forum: Help
- Topic: Ticket opening at same hour every day
- Replies: 1
- Views: 923
Re: Ticket opening at same hour every day
It is a phone ticket or an email ticket?
There is any cron task?
Is there any mail that incorporate emails to tickets?
Greetings
There is any cron task?
Is there any mail that incorporate emails to tickets?
Greetings
- 13 Oct 2018, 20:40
- Forum: General
- Topic: Owner button filtering tickets
- Replies: 6
- Views: 3020
Re: Owner button filtering tickets
Perhaps as a workaround, you can configure the generic agent for locking the tickets you own in the state of unlock.
- 13 Oct 2018, 09:22
- Forum: Ayuda
- Topic: Import/Export OTRS5.0.18
- Replies: 1
- Views: 6932
Re: Import/Export OTRS5.0.18
Hola, no acabo de comprender que utilices import/export para la creación de un nuevo elemento del catálogo, ya que para eso tienes el Catálogo General.
Saludos.
Saludos.
- 12 Oct 2018, 07:01
- Forum: General
- Topic: Owner button filtering tickets
- Replies: 6
- Views: 3020
Re: Owner button filtering tickets
I am not sure what are you asking for, because the button My locked tickets also shows the tickets you own. What do you mean exatcly?
- 08 Oct 2018, 14:01
- Forum: General
- Topic: OTRS 6 - removing "/otrs/index.pl in url
- Replies: 2
- Views: 1403
Re: OTRS 6 - removing "/otrs/index.pl in url
That is a configuration of Apache, nor in the otrs, so you should ask for that in an Apache or Linux forum.
- 29 Sep 2018, 08:49
- Forum: General
- Topic: Not able to select text with mouse on zoom view
- Replies: 4
- Views: 2103
Re: Not able to select text with mouse on zoom view
You could check the logs of otrs to find errors. Also restart the apache and, perhaps the server, could be useful.
Greetings.
Greetings.
- 26 Sep 2018, 19:05
- Forum: Help
- Topic: PendingAutoClose+ not working
- Replies: 1
- Views: 1040
Re: PendingAutoClose+ not working
First of all i Would check the logs and also check if there is any ptach for your otrs version that talks about your problem.
Greetings.
Greetings.
- 26 Sep 2018, 04:28
- Forum: General
- Topic: Not able to select text with mouse on zoom view
- Replies: 4
- Views: 2103
Re: Not able to select text with mouse on zoom view
Which version of otrs are you using? I mean, 5 with patch...?
- 07 Sep 2018, 06:09
- Forum: General
- Topic: Replacing a CI in CMDB
- Replies: 1
- Views: 1033
Re: Replacing a CI in CMDB
I think the best would be to set that ci as
Deployment state: Retired
Incident state: Incident
Then you create a new ci with the new switch.
Greetings
Deployment state: Retired
Incident state: Incident
Then you create a new ci with the new switch.
Greetings
- 04 Sep 2018, 12:05
- Forum: Help
- Topic: Error migration DB from 5.0.29 to 6.0.x
- Replies: 17
- Views: 13008
Re: Error migration DB from 5.0.29 to 6.0.x
In the other place didn´t could resolv the problem, but they think could be a problem with the update script, so perhaps could be a problem with database permission?
- 01 Sep 2018, 10:08
- Forum: General
- Topic: GenericAgent doesn't find tickets that normal search does
- Replies: 3
- Views: 1540
Re: GenericAgent doesn't find tickets that normal search does
Ok, in the 6.0.7 corrects a problem of the generic agent filtering email:
Bug#13683 – Generic Agent Mail Filtering.
So i would try to update to last version and also to clean and rebuild the cache.
Bug#13683 – Generic Agent Mail Filtering.
So i would try to update to last version and also to clean and rebuild the cache.
- 01 Sep 2018, 10:04
- Forum: Help
- Topic: Error migration DB from 5.0.29 to 6.0.x
- Replies: 17
- Views: 13008
Re: Error migration DB from 5.0.29 to 6.0.x
After some updates it is convenient to restart the server, did you try that?
- 31 Aug 2018, 07:03
- Forum: Help
- Topic: OTRS 6 escalation notification by email
- Replies: 1
- Views: 997
Re: OTRS 6 escalation notification by email
Have you checked the agent configuration of the notifications? Because there is a option of what eventes you want to be notificated.
Greetings
Greetings
- 31 Aug 2018, 07:02
- Forum: General
- Topic: GenericAgent doesn't find tickets that normal search does
- Replies: 3
- Views: 1540
Re: GenericAgent doesn't find tickets that normal search does
If your are using the otrs 5.0.16, there was a bug that was resolved in the patch 19
Bug#7811(PR#1710) – GenericAgent Search produces inconsistent results
Here you have the notes of the patch
https://community.otrs.com/release-note ... -level-19/
Greetings
Bug#7811(PR#1710) – GenericAgent Search produces inconsistent results
Here you have the notes of the patch
https://community.otrs.com/release-note ... -level-19/
Greetings
- 31 Aug 2018, 06:59
- Forum: General
- Topic: Roles not getting set for users
- Replies: 1
- Views: 810
Re: Roles not getting set for users
Which patch level of OTRS 5 are you using?
Greetings.
Greetings.
- 31 Aug 2018, 06:58
- Forum: General
- Topic: Not able to update ticket via email in OTRS5
- Replies: 1
- Views: 870
Re: Not able to update ticket via email in OTRS5
In Otrs 5 I think you need to have the number of the ticket in a format like that in the topic of the mail:
[Ticket#2018083023000543]
Please, send a example mail and the configuration of the e-mail options.
Greetings.
[Ticket#2018083023000543]
Please, send a example mail and the configuration of the e-mail options.
Greetings.
- 30 Aug 2018, 12:05
- Forum: General
- Topic: Se puede habilitar que el agente elija el tipo de servicio??
- Replies: 5
- Views: 5946
Re: Se puede habilitar que el agente elija el tipo de servicio??
DEntro del tique, en donde puedes cambiar el propietario, la prioridad, etc hay una opción que se llama Campos libres.
- 29 Aug 2018, 23:08
- Forum: General
- Topic: Se puede habilitar que el agente elija el tipo de servicio??
- Replies: 5
- Views: 5946
Re: Se puede habilitar que el agente elija el tipo de servicio??
Curioso lo que indicas, nosotros lo cambiamos desde Campos libres. ¿desde allí puedes?
- 29 Aug 2018, 15:54
- Forum: General
- Topic: [SOLUCIONADO ]ERROR INSTALANDO OTRS
- Replies: 14
- Views: 10745
Re: ERROR INSTALANDO OTRS
Realmente si sigues los pasos para Red Hat / Centos te deberían de servir. Y si puedes, pásanos el paso a paso que realizas, para poder ver si está faltando algún paso.
Saludos.
Saludos.
- 29 Aug 2018, 09:03
- Forum: Help
- Topic: Error migration DB from 5.0.29 to 6.0.x
- Replies: 17
- Views: 13008
Re: Error migration DB from 5.0.29 to 6.0.x
Are you trying with the last version 6.0.10?
- 29 Aug 2018, 09:02
- Forum: General
- Topic: [SOLUCIONADO ]ERROR INSTALANDO OTRS
- Replies: 14
- Views: 10745
Re: ERROR INSTALANDO OTRS
En realidad, si que viene como instalarlo en Fedora, y una de las primeras cosas que pone es deshabilitar el Selinux, que por ejemplo en la guía que has usado no lo menciona. Prueba con esta opción y revisa el manual.
Saludos.
Saludos.
- 28 Aug 2018, 13:54
- Forum: Help
- Topic: Error migration DB from 5.0.29 to 6.0.x
- Replies: 17
- Views: 13008
Re: Error migration DB from 5.0.29 to 6.0.x
Please, tell us the step by step your are using during the migration.
Greetings.
Greetings.
- 28 Aug 2018, 13:52
- Forum: General
- Topic: [SOLUCIONADO ]ERROR INSTALANDO OTRS
- Replies: 14
- Views: 10745
Re: ERROR INSTALANDO OTRS
Hola.
el problema puede venir de estar usando un manual no oficial (que los hay muy buenos) de la versión 5, e imagino que tu quieres instalar la versión 6. Por ello te recomiendo que cojas el manual oficial e instales la 6 siguiendo sus indicaciones.
Ya nos dices. Saludos.
el problema puede venir de estar usando un manual no oficial (que los hay muy buenos) de la versión 5, e imagino que tu quieres instalar la versión 6. Por ello te recomiendo que cojas el manual oficial e instales la 6 siguiendo sus indicaciones.
Ya nos dices. Saludos.
- 28 Aug 2018, 13:48
- Forum: Help
- Topic: Moving OTRS to new server (Ubuntu 18.04)
- Replies: 5
- Views: 3860
Re: Moving OTRS to new server (Ubuntu 18.04)
I am not sure but I think you have to perfom a complete installation of the otrs version before restoring the backup.
So install first the otrs and check that it works, then restore the backup.
So install first the otrs and check that it works, then restore the backup.
- 20 Aug 2018, 16:03
- Forum: Help
- Topic: Moving OTRS to new server (Ubuntu 18.04)
- Replies: 5
- Views: 3860
Re: Moving OTRS to new server (Ubuntu 18.04)
I don´t think is a problem of perl. Perhaps is a problem with the versión, if you check the 6.0.04 version it resolves some issues related with the update
https://community.otrs.com/release-note ... h-level-4/
so you can try to update the actual version to a new one, and try again.
https://community.otrs.com/release-note ... h-level-4/
so you can try to update the actual version to a new one, and try again.
- 17 Aug 2018, 04:19
- Forum: General
- Topic: Reducir el tiempo de 10 minutos a 1 minuto
- Replies: 3
- Views: 6313
Re: Reducir el tiempo de 10 minutos a 1 minuto
Si te refieres al tiempo que tarda el OTRS en incorporar los correos de una cuenta configurada como tique, puedes cambiar el tiempo en el cron del sistema operativo para que el intervalo de tiempo sea menor.
Saludos.
Saludos.
- 13 Aug 2018, 12:20
- Forum: General
- Topic: Asignar cliente en los tickets creados através del correo / postmaster
- Replies: 11
- Views: 9236
Re: Asignar cliente en los tickets creados através del correo / postmaster
¿has probado desde Campos Libres? Es el que suelo usar para cambiar esos campos.
Saludos.
Saludos.
- 10 Aug 2018, 06:32
- Forum: General
- Topic: Issue in Fetch Mail OTRS 5.0.22
- Replies: 3
- Views: 13070
Re: Issue in Fetch Mail OTRS 5.0.22
You could try to update the otrs to the last patch 5.0.29 beceause its corrects many bugs.
- 01 Aug 2018, 11:35
- Forum: General
- Topic: Error al enviar correo: OTRS-CGI-63
- Replies: 4
- Views: 6175
Re: Error al enviar correo: OTRS-CGI-63
ES dentro del otrs, en admin.
Saludos
Saludos
- 27 Jul 2018, 14:58
- Forum: General
- Topic: Asignar cliente en los tickets creados através del correo / postmaster
- Replies: 11
- Views: 9236
Re: Asignar cliente en los tickets creados através del correo / postmaster
Revisa que tienes correctamente asignados los servicios al cliente.
Saludos.
Saludos.
- 27 Jul 2018, 14:56
- Forum: General
- Topic: Error al enviar correo: OTRS-CGI-63
- Replies: 4
- Views: 6175
Re: Error al enviar correo: OTRS-CGI-63
Si tienes la versión 6, revisa el communication log para ver que errores da.
- 25 Jul 2018, 11:52
- Forum: General
- Topic: No me aparecen tickets de customer en la parte de los agentes (Versión de 14 días de prueba)
- Replies: 1
- Views: 5067
Re: No me aparecen tickets de customer en la parte de los agentes (Versión de 14 días de prueba)
Imagino que te faltará crear colas, y asignar esos agentes a las colas (y grupos), y que los nuevos tiques también se creen en esas colas, y de esa forma ya podrás verlos.
Saludos
Saludos
- 05 Jul 2018, 20:05
- Forum: Help
- Topic: Very slow performance
- Replies: 13
- Views: 15427
Re: Very slow performance
Which DB are you using?
Are there any message in the logs?
Regards.
Are there any message in the logs?
Regards.
- 26 Jun 2018, 16:07
- Forum: General
- Topic: Apertura de tickets por email
- Replies: 4
- Views: 17893
Re: Apertura de tickets por email
Una pregunta. de la otra cuenta ¿se borran los correos cuando el otrs ejecuta el proceso?
Y otra cosa, si les das manualmente a que traiga los correos, ¿tampoco los genera?
Saludos.
Y otra cosa, si les das manualmente a que traiga los correos, ¿tampoco los genera?
Saludos.
- 26 Jun 2018, 16:05
- Forum: ¿Cómo lo hago?
- Topic: Como puedo agregar un adjunto a una notificación vía correo??
- Replies: 4
- Views: 40304
Re: Como puedo agregar un adjunto a una notificación vía correo??
La cuestión es que al incluir los adjuntos en una nota, realmente no los envía, si no que el cliente puede verlos desde el el portal. Para que los envíe, puedes utilizar la opción de email saliente, que si adjunta el fichero al correo enviado.
Saludos.
Saludos.
- 26 Jun 2018, 15:58
- Forum: Help
- Topic: Upgrade 5.0.24 to 6.0.8 fail Requirement check
- Replies: 5
- Views: 8399
Re: Upgrade 5.0.24 to 6.0.8 fail Requirement check
Which message shows the log? It could help to find out the solution.
Regards.
Regards.
- 26 Jun 2018, 09:15
- Forum: Help
- Topic: ExternalTicketNumberRecognition
- Replies: 2
- Views: 6539
Re: ExternalTicketNumberRecognition
I think that if you preserve [ticket#5408986045680456] Otrs will add the content of the email to the ticket. Check it and tell us the result.
Regards.
Regards.
- 26 Jun 2018, 09:13
- Forum: Help
- Topic: Upgrade 5.0.24 to 6.0.8 fail Requirement check
- Replies: 5
- Views: 8399
Re: Upgrade 5.0.24 to 6.0.8 fail Requirement check
I should try to download the installer file again. Then, if problem persists, check all the perl modules are installed and working. I also would check is my linux version is supported by the 6.0.8 version of otrs and if you have third party addons, consider to delete them before upgrade.
Regards.
Regards.