Znuny and ((OTRS)) Community Edition

Giulio Soleni

Hi
I would not use an actual "bulk" action (that as a side effect locks all the tickets involved), but I'd define a Generic Agent.
The question is if you may univocally select all these 500 tickets.

Giulio Soleni

hi,
well... that should be simple HTML...
when you are writing the body of a new autoresponse, click the "Source" button and then type something like:

Code: Select all

Visit our site: <a href="http://sitename.com">http://sitename.com</a><br />

within the text area.

Giulio Soleni

Hi, I only noticed a small bug on /opt/otrs/Kernel/System/Package.pm when I tried to update my ITSM packages. It triggered an error: [Sun Apr 17 20:32:00 2016] otrs.Console.pl: Use of uninitialized value $NotUseTag in string eq at /opt/otrs/Kernel/System/Package.pm line 904. I fixed it replacing the...

Giulio Soleni

I fixed the issue. On SysConfig look for AdminITSMChangeNotification and select ITSM Change Management -> Frontend::Admin::ModuleRegistration For my system the entry Frontend::Module###AdminITSMChangeNotification was customized in the following way: Before.PNG with no loaders as you can see. I reset...

Giulio Soleni

I have exactly the same issue after updating ver 4.0.8 to 5.0.9 and ITSM 5.0.10 On the other hand I do not have any issue on a fresh installation of 5.0.5 and ITSM 5.0.10 As far as I could see ITSM.Agent.ChangeManagement.NotificationEvent is mentioned only once within ./Kernel/Output/HTML/Templates/...

Giulio Soleni

Hallo, I recently added a couple of custom fields to the AdminQueue menu using queue preferences. Specifically I added the following /opt/otrs/Kernel/Config/Files/QueueCustomerOrder.xml file: <?xml version="1.0" encoding="utf-8" ?> <otrs_config version="1.0" init="...

Giulio Soleni

...any hint? I am digging through the code but I could not find anything useful so far... thank you EDIT: Found! on /opt/otrs/Kernel/Output/HTML/Templates/Standard/AdminQueue.tt at the bottom of the file there are the blocks with the specifics for any kind of queue preferences field; [% RenderBlockS...

Giulio Soleni

... well, in that case I think you may simply use the new inline search feature: as soon as you start typing for example "Serv" within the "To queue" field, all the actual queues whose name matches with "Serv" should be automatically expanded. Otherwise I do not think t...

Giulio Soleni

Queue "grouping" as you said, is more precisely related to the concept of sub queuing, and it is a specific that can be changed for every queue on its queue configuration setting: any queue (for example "Servers (KUA)") can be sub queue of a parent queue (for example "KUA&qu...

Giulio Soleni

Could it be the same issue as that... viewtopic.php?f=62&t=31844&p=129634 ?
As reported by fisettec:

An agent with only this permission [move_into] in a queue (and not full rw access) could not move a ticket in that queue

Giulio Soleni

I would troubleshoot the filters one by one, disabling one filter and leaving only the other one active.
That to check if they work correctly when they are alone... otherwise maybe there is an anomaly that you did not consider that is hard to detect when both filters are active.

Giulio Soleni

just ive the filters a name with a number as prefix... like for example:

"001 - Incoming Emails from Machines"
"002 - Incoming Emails from Users"

Giulio Soleni

Hello, did you sort correctly your filters? It seems to me that filter #1 conditions somehow include filter #2, therefore once conditions for filter #1 have been matched and applied, conditions for filter #2 are not considered anymore. Just try to invert the order of the two filters and set "St...

Giulio Soleni

Hello, I am testing a new installation of OTRS 5. I would like to add an input text field to the Queue definition menu (AdminQueue) to specify some administrative information. Therefore I add the new file: /opt/otrs/Kernel/Config/Files/QueueCustomerOrder.xml with the following content: <?xml version...

Giulio Soleni

Hi,
the problem reported seems to be similar to this one:
viewtopic.php?f=53&t=31582

Does your agent use a different language preference? In that case, that could be the issue, on 5.0.7 there are probably some bugs on some language files.

Giulio Soleni

Error message is --- "Dump MySQL rdbms ... mysqldump: Error 2020: Got packet bigger than 'max_allowed_packet' bytes when dumping table `ar ticle_plain` at row: 652" By the way ... not a good idea in my humble opinion, to store the articles within the database, expecially if you have many ...

Giulio Soleni

Thank you coolmf!

Giulio Soleni

Hi everybody, after the update of a CentOS6 test system from OTRS 4.0.8 to 5.0.7 I noticed on the service center summary a "red light" in the Time Zone settings: TimeZone.png Since this information is new (it is not reported on 4.0.8 version) I didn't notice the possible misconfiguration s...

Giulio Soleni

Fixed after checking a couple of lines in my /opt/otrs/Kernel/Config/Files/ZZZAuto.pm
I actually had a couple characters apparently corrupted (at line 302 and line 441 as detected by the DBUpdate-to-5.pl script

Giulio Soleni

ciao, anzitutto va configurato un account di tipo POP3 o IMAP o un qualsiasi altro protocollo dal menu "PostMaster Mail Accounts" ... ma se ho capito bene questo l'hai già fatto. Poi il fetching delle mail in ingresso è schedulato sulla base di un processo che fino alla versione 4.0.x era ...

Giulio Soleni

after removing /opt/otrs/Kernel/Config/Files/ZZZAuto.pm and triggering a rebuild: /opt/otrs/bin/otrs.Console.pl Maint::Config::Rebuild scripts/DBUpdate-to-5.pl gives no errors ... however errors have gone... along with all my configurations :( The strange thing is the present configurations look fin...

Giulio Soleni

Hi, I am trying to update my test system on CentOS 6.7 OTRS 4.0.8 with ITSM and FAQ (4.0.2) to the last available version today (5.0.6). The db is MySQL 5.6.29. I followed the usual procedure (http://otrs.github.io/doc/manual/admin/5.0/en/html/upgrading.html) ... by the way there is a small error in...

Giulio Soleni

Ok, maybe I found a possible solution editing AgentTicketZoom.pm ... to share my idea... Providing I have the following two templates "Lock and First Reply" with ID: 4 which I would like to use only for new tickets "Next Reply" with ID: 5 which I would like to use for open (or be...

Giulio Soleni

thank you for your reply, as aph said I also am not sure ACL can do the trick. Trying to limit the possible answer-templates for the new tickets, the best I have got is the following: Properties Frontend Action: AgentTicketZoom State TypeID: 1 PossibleNot Action AgentTicketCompose But that does not ...

Giulio Soleni

Hi, I would like to filter the list of available replies (answer templates) on AgentTicketZoom frontend, based on ticket status. Actually, we know, reply templates may be related only to queues. Specifically, if the ticket is "new" I would like the reply menu could show only a template rel...

Giulio Soleni

Ciao, la mappa tra i campi di AD e quelli di OTRS è specificata, come saprai, nel file Config.pm. Specificamente per la email, nelle configurazioni per i customer nel blocco di backend di AD dovrebbe esserci la riga seguente: [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ], Necessariamente dev...

Giulio Soleni

That's perfect Renée! All works as expected, thank you very much. Since I would like to have a translation result of the queue comments, I have taken the liberty of modifying a line in your code in ShowQueueComment.pm thus: my $Key = sprintf "%s||%s", $QueueID, $QueueInfo{Name}; $Mapping->...

Giulio Soleni

Hi, I do not precisely understand you here: an agent composes a reply to a ticket - it is sent and correctly unlocked. does it mean that the agent replies to the ticket and then - without closing it - he/she manually unlocks it? If that's the case, I think it's a strange condition ... normally the a...

Giulio Soleni

Thank you very much Renée! far better than many other business technical support!! :D I tested your last version of ShowQueueComments on a OTRS 5.0.5 on CentOS 7 and I have to report a small bug. Excellent as for AgentTicketPhone and AgentTicketEmail frontends, however as I added CustomerTicketMessa...

Giulio Soleni

Hi, this is the procedure that I normally follow to setup OTRS 5 on CentOS 7 starting from a minimal OS provisioning: * PROVIDE SUPPORT FOR ifconfig yum install net-tools * PROVIDE SUPPORT FOR wget yum install wget * PROVIDE SUPPORT FOR procmail yum install procmail * PROVIDE SUPPORT FOR perl yum in...

Giulio Soleni

Hallo Renéè, I think that your ShowQueueComment addon could be very helpful to me, however I tested it on the last available 4.0.x framework (today 4.0.14) and it didn't work as expected. Could it be due to the fact it's based upon the FilterElementPre Output Filter mechanism that has been deprecate...

Giulio Soleni

Hi
version 4.0.1 is pretty old... you should update to the last available 4.0.x release that today (23rd december 2015) is 4.0.14
(check it out within http://ftp.otrs.org/pub/otrs/)
Once updated to the last available 4.0.x relese my suggestion is to update to the last available 5.0.x version.

Giulio

Giulio Soleni

I think that the problem for the queues could be somewhere within /opt/otrs/Kernel/Output/HTML/CustomerNewTicket/QueueSelectionGeneric.pm but I am not absolutely sure :? If someone of the developers would help me to know where in the code it's specified that a sub-queue (or a sub-service) must be gr...

Giulio Soleni

Ciao Roberto, sorry I cannot solve your issue but I have got exactly the same issue with queue translation. I have tested it on beta5 also... Hope someone can shed some light on "invalidation" mechanism and why both translated queues and services are still displayed as valid and selectable...

Giulio Soleni

The problem, due to a customization of CustomerTicketMessage.tt file, is completely fixed on OTRS 5 that fully supports CKEDITOR on mobile devices too.

Giulio Soleni

Ciao, Anzitutto su sistemi come CentOS/RHEL o SuSE il mio consiglio è di utilizzare la distribuzione rpm ... che ti risparmia un po' di lavoro manuale di definizione delle utenze, permessi etc. Poi, usando CentOS hai disabilitato SELINUX ? Se non l'hai fatto, provvedi modificando /etc/sysconfig/seli...

Giulio Soleni

Ciao, in breve i file *.pm contengono le classi e il codice dell'aplicazione, mentre i corrispondenti file *.tt sono utilizzati per rendere il frontend web (sono i file interpretati dal browser, per capirsi). Se vuoi inserire javascript o vuoi personalizzare l'aspetto dell'applicazione, il più delle...

Giulio Soleni

ciao,
puoi disabilitare il controllo del record MX da SysConfig
cerca: CheckMXRecord in Framework -> Core e imposta il parametro a "No".

Giulio Soleni

Ciao, la lista dei clienti che compare nella finestra di Customer User Management è limitata a 200 elementi. Se si vuole aumentare il numero di elementi visualizzati va modificato questo indice: nel file Kernel/Modules/AdminCustomerUserGroup.pm dovrebbe essere specificato il parametro my $SearchLimi...

Giulio Soleni

ciao Raffaele, se ho capito bene intendi mandare notifica di chiusura al cliente che ha creato il ticket. Per farlo devi definire una Notification (Event) sull'evento "TicketStateUpdate", evidenziare (in ticket filter) solo gli stati "closed succesful", "closed unsuccesful&q...

Giulio Soleni

Hi, any time I try to create a ticket on the customer interface from an iPad or else an android mobile device I get a CKEDITOR error. I opened a bug http://bugs.otrs.org/show_bug.cgi?id=11403 for this but I did not receive any feedback so far. I am afraid it's something related to the CKeditor versi...

Giulio Soleni

It seems that you're looking at StripPlainBodyAsAttachment to affect "other" attachments Hi crythias, no ... I would like StripPlainBodyAsAttachment to actually strip plain body leaving any other attachment intact. Since the first inline attachment in the article is always the body (regar...

Giulio Soleni

After checking all the documented values of StripPlainBodyAsAttachment without any result, I came to a workaround to my problem: editing of /opt/otrs/Kernel/System/Ticket/Event/NotificationEvent.pm this way: if ( $Notification{Data}->{ArticleAttachmentInclude}->[0] ) { my %Index = $TicketObject->Art...

Giulio Soleni

this would require development unless he/she define an article notification upon ArticleCreate or ArticleSend event ... in that case you would be able to include attachment to notification: just mind that the attachment is a multipart related attachment, that is the "real" attached files,...

Giulio Soleni

Hi, I would like to send a notification to an external e-mail address upon the creation of a new ticket on a specific queue, and I would like to add to this notification any possible attachment that the customer may have included to the new ticket. For this reason I defined a Notification event that...

Giulio Soleni

ciao, la notifica che cerchi è già predefinita: in Agent Notification, è la Agent::OwnerUpdate. Condizione per cui un agente la riceva è che abbia (ovviamente) permessi completi di accesso ai ticket per le code che dovrà gestire e che nelle proprie preferenze abbia selezionato (evidenziato in blu) q...

Giulio Soleni

ciao, puoi impostare il parametro Ticket::SubjectFormat a "none" e il numero di ticket non comparirà più nelle notifiche e nelle risposte via mail ... tuttavia in questo caso è necessario abilitare e configurare adeguatamente i parametri PostmasterFollowupSearchInRaw oppure PostmasterFollo...

Giulio Soleni

I have an updated version of the script for OTRS 4 with an improved routine. now the behavior is the following (LDAP2OTRS.ini is the configuration file that specify the group mappings): - For all users in the Customer LDAP base group (Customer::AuthModule::LDAP::GroupDN in Config.pm) the permissions...

Giulio Soleni

In order for it to show "Soccer Beer" for those who speak German and "Football Pub" for those who speak Spanish, the same base word (foobar) has to be looked-up to translate. So, you type the base word (sometimes in English) to-be-translated and have the translations look that w...

Giulio Soleni

Hi, I can report the same issue: after updating to version 4.0.x ( today I update to 4.0.8 ) the translation of names of states and some other properties seems not to be performed as it was for ver 3.3.x For example in Italian, we should have 'aperto' instead of 'open' for the state, but the transla...

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