[otrs] Ticket Notifications
In version 4 of OTRS we were able to use wildcards in the CustomerID field under Ticket Filter for notifications. All of our customer IDs are prefixed with a building code so we were able to use that to send out notifications to outside emails (non agents) based on specific building. In version 5 those wildcards don't seem to work anymore. It's now an explicit field. Does anyone have any suggestions for making this feature work again? Either code modification or another work around we haven't thought of would be very much appreciated. Thank you! Nick - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] OTRS 5 Notifications
Since we upgraded to OTRS 5 we're getting "duplicate" notifications. It used
to be that we would get "ticket queue update notifications" OR "ticket create
notifications" depending on how the ticket came into the system. For example,
if it landed in the postmaster queue and then got moved to a queue by a generic
agent job, we would only get a queue update notification, and now we're getting
both. Here is a log of a ticket as an example:
NewTicket
New Ticket [1062591] created (Q=Technology Support;P=3 normal;S=new).
-
Admin OTRS
12/07/2015 12:31:54
CustomerUpdate
Updated: CustomerID=IMESD-HR:{Cusomter Email};CustomerUser={Customer Email}
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Admin OTRS
12/07/2015 12:31:54
WebRequestCustomer
Customer request via web.
Zoom view
Admin OTRS
12/07/2015 12:31:54
SendAutoReply
AutoReply sent to ""Customer" ".
Zoom view
Admin OTRS
12/07/2015 12:31:55
Move
Ticket moved into Queue "Technology Support::Central Zone::InterMountain ESD"
(7) from Queue "Tec...
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Admin OTRS
12/07/2015 12:31:55
SendAgentNotification
"Ticket queue update notification" notification was sent to "agent 1" by
"Email".
-
Admin OTRS
12/07/2015 12:31:56
SendAgentNotification
"Ticket queue update notification" notification was sent to "agent 2" by
"Email".
-
Admin OTRS
12/07/2015 12:31:56
SendAgentNotification
"Ticket queue update notification" notification was sent to "agent 3" by
"Email".
-
Admin OTRS
12/07/2015 12:31:56
SendAgentNotification
"Ticket create notification" notification was sent to "agent 1" by "Email".
-
Admin OTRS
12/07/2015 12:31:57
SendAgentNotification
"Ticket create notification" notification was sent to "agent 2" by "Email".
-
Admin OTRS
12/07/2015 12:31:57
SendAgentNotification
"Ticket create notification" notification was sent to "agent 3" by "Email".
-
Admin OTRS
12/07/2015 12:31:57
Any ideas? We're running version 5.0.3.
Thanks!
Nick
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[otrs] LDAP Authentication
I have a list of possible LDAP servers in my Config.pm that customers may authenticate against. Is it possible in the Config.pm file to target which LDAP server to use based off of the customers email domain with which they use to login? Currently OTRS has to iterate through each LDAP server which slows the process down and causes a hang if any of the LDAP servers are unavailable. Nick - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Error Message: Impossible to send message
I just started getting the error message below this morning when trying to send emails out to customers (email address and IP have been masked). The emails are going out to the customers successfully though. Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Mar 17 08:27:16 2014 Message: Impossible to send message to: first.l...@example.com . RemoteAddress: X.X.X.X RequestURI: /otrs/index.pl Traceback (1210): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.3.5) Line: 2083 Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.3.5) Line: 784 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.5) Line: 871 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Any assistance would be greatly appreciated! Nick - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS 3.3.1 Ticket Overview
Thank you for the assistance! I found the group permissions for the Ticket Queue Overview in SysConfig. I also found that my crontab for OTRS didn't get appropriately rewritten with the additional cron jobs. Nick -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Martin Gruner Sent: Thursday, November 14, 2013 12:48 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS 3.3.1 Ticket Overview Hi Nick, Am 13.11.13 16:57, schrieb Nick Lapp: I just upgraded to OTRS 3.3.1 and the new Ticket Queue Overview module on the dashboard is showing No data found. That depends on the configuration of this dashboard widget. You should check the settings for the permissions to use when looking for tickets. I've also added a new statistics module to the dashboard and it just displays a message about the data being prepared but it never appears. There is a cronjob that needs to run, otrs.GenerateDashboardStats.pl. Please see UPGRADING.md, step 16. Regards, mg -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Happy Birthday OTRS ! - 10 Jahre innovatives und flexibles Service Management - Lassen Sie uns zusammen vorwärts gehen - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Customer Info in Queue View
Is it possible to add additional customer information to the queue view in OTRS 3.3? For example, I have a customer field with the customer's phone number which shows up on ticket zoom but I would like to add the customer phone numbers as a column to the queue view. Thank you in advance for any assistance! I've done some web searches but haven't come up with anything so far. Nick - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] OTRS 3.3.1 Ticket Overview
I just upgraded to OTRS 3.3.1 and the new Ticket Queue Overview module on the dashboard is showing No data found. I've also added a new statistics module to the dashboard and it just displays a message about the data being prepared but it never appears. Any suggestions? Thanks! Nick - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Manually Refresh Cache
I have a separate custom built service that automates inputting information such as customer information, queue information, and customer company information directly into the OTRS database. Whenever an item such as a customer is added or updated via this process, the changes don't appear in the OTRS web interface until I go into another customer and hit update. I'm assuming this is some sort of caching that helps improve the performance of OTRS and by inputting directly into the DB, the cache is not being rebuilt but by hitting update, it gets rebuilt. So my question is, is there a way to automatically rebuild the cache so I don't have to manually hit update? Or maybe it's already being rebuilt every so often via a cron job that I haven't noticed? Any assistance is greatly appreciated! Nick OTRS 3.2.1 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Email Strings
Is there a way to exclude the prior email strings in emails when they go out to customers in ORTS? What happens is we end up with a really long page worth of duplicate information when the customer responds to the email and it comes back in as a new article. With excluding the old information from the new article or excluding the old email strings from the emails that go out from OTRS would be an acceptable option for us. I'm just not sure if there is a way to do that. Thank you in advance for any assistance! Nick OTRS 3.1.12 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Customer AutoComplete
Sorry if this has been answered before, but I've been searching and haven't found anything. Is it possible to make the customer auto complete box on the new ticket pages search by first name, last name, and email address? Right now it is only searching on email address. Thank you! Nick OTRS 3.1.12 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Generic Agent Not Running
Hello all! I just updated from 3.1.10 to 3.1.12 and for some reason my generic agent jobs stopped running. I did a bit of research and I think I found the issue but am not sure how to resolve it. Below are the commands that I have run and their results: [root@IMESD-OTRS bin]# crontab -l -u root no crontab for root [root@IMESD-OTRS bin]# crontab -l -u otrs no crontab for otrs [root@IMESD-OTRS bin]# ./Cron.sh restart otrs /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $ Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $ Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ no crontab for otrs failed /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $ Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ /opt/otrs/var/tmp/otrs-cron-tmp.1748:109: bad minute errors in crontab file, can't install. Failed I also verified the following lines in the generic agent cron files: /opt/otrs/var/cron/generic_agent */20 * * * *$HOME/bin/otrs.GenericAgent.pl /dev/null /opt/otrs/var/cron/generic_agent-database */10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db /dev/null Any help would be much appreciated! Nick - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Generic Agent Not Running
Below is a screenshot of all the files in otrs/var/cron/. If I'm understanding you correctly, I should remove the .dist from survey_trigger_send_requests.dist and then re-run the Cron.sh? [cid:image001.png@01CDDAB0.2B68A530] From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Saturday, December 15, 2012 10:24 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Generic Agent Not Running essentially, Cron.sh cats all the otrs/var/cron/* files into the otrs crontab. check to make sure the files are all .dist or without .dist, and no other cruft exists in that folder as the files' contents will be added verbatim to cron. (all files without .dist in linux, all files, period, (IIRC) in windows). On Sat, Dec 15, 2012 at 1:17 PM, Nick Lapp nick.l...@imesd.k12.or.usmailto:nick.l...@imesd.k12.or.us wrote: Hello all! I just updated from 3.1.10 to 3.1.12 and for some reason my generic agent jobs stopped running. I did a bit of research and I think I found the issue but am not sure how to resolve it. Below are the commands that I have run and their results: [root@IMESD-OTRS bin]# crontab -l -u root no crontab for root [root@IMESD-OTRS bin]# crontab -l -u otrs no crontab for otrs [root@IMESD-OTRS bin]# ./Cron.sh restart otrs /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $ Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $ Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ no crontab for otrs failed /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $ Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ /opt/otrs/var/tmp/otrs-cron-tmp.1748:109: bad minute errors in crontab file, can't install. Failed I also verified the following lines in the generic agent cron files: /opt/otrs/var/cron/generic_agent */20 * * * * $HOME/bin/otrs.GenericAgent.plhttp://otrs.GenericAgent.pl /dev/null /opt/otrs/var/cron/generic_agent-database */10 * * * * $HOME/bin/otrs.GenericAgent.plhttp://otrs.GenericAgent.pl -c db /dev/null Any help would be much appreciated! Nick - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs inline: image001.png- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Generic Agent Not Running
That was it, I had an invalid line in one of those files. Thank you very much for your assistance! Nick From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Saturday, December 15, 2012 10:48 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Generic Agent Not Running I'm saying that there's a file in the cron directory that is not a cron file (has a bad entry) and that is causing the error. try cat /opt/otrs/var/cron/* On Sat, Dec 15, 2012 at 1:37 PM, Nick Lapp nick.l...@imesd.k12.or.usmailto:nick.l...@imesd.k12.or.us wrote: Below is a screenshot of all the files in otrs/var/cron/. If I'm understanding you correctly, I should remove the .dist from survey_trigger_send_requests.dist and then re-run the Cron.sh? [cid:image001.png@01CDDADA.3E2B4040] From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Saturday, December 15, 2012 10:24 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Generic Agent Not Running essentially, Cron.sh cats all the otrs/var/cron/* files into the otrs crontab. check to make sure the files are all .dist or without .dist, and no other cruft exists in that folder as the files' contents will be added verbatim to cron. (all files without .dist in linux, all files, period, (IIRC) in windows). On Sat, Dec 15, 2012 at 1:17 PM, Nick Lapp nick.l...@imesd.k12.or.usmailto:nick.l...@imesd.k12.or.us wrote: Hello all! I just updated from 3.1.10 to 3.1.12 and for some reason my generic agent jobs stopped running. I did a bit of research and I think I found the issue but am not sure how to resolve it. Below are the commands that I have run and their results: [root@IMESD-OTRS bin]# crontab -l -u root no crontab for root [root@IMESD-OTRS bin]# crontab -l -u otrs no crontab for otrs [root@IMESD-OTRS bin]# ./Cron.sh restart otrs /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $ Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $ Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ no crontab for otrs failed /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $ Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ /opt/otrs/var/tmp/otrs-cron-tmp.1748:109: bad minute errors in crontab file, can't install. Failed I also verified the following lines in the generic agent cron files: /opt/otrs/var/cron/generic_agent */20 * * * * $HOME/bin/otrs.GenericAgent.plhttp://otrs.GenericAgent.pl /dev/null /opt/otrs/var/cron/generic_agent-database */10 * * * * $HOME/bin/otrs.GenericAgent.plhttp://otrs.GenericAgent.pl -c db /dev/null Any help would be much appreciated! Nick - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs inline: image001.png- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] System Notification Articles
Is there a way to hide/not record system notification articles? It gets to be too much information to look at when viewing tickets. I know I can apply a filter to not show them on an individual agent basis but I'm looking for more of a global solution. Thanks in advance! Nick OTRS 3.1.10 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Multiple LDAP Authentication Sources
That worked, thank you very much! Nick From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Sunday, October 14, 2012 6:15 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Multiple LDAP Authentication Sources Increase the value in CustomerAuth.pm for my $Count ( '', 1 .. 10 ) and for ( '', 1 .. 10 ) Change 10 to 99 or 1000 if you want. Note that '' (no index) is also valid. On Sun, Oct 14, 2012 at 5:42 PM, Nick Lapp nick.l...@imesd.k12.or.usmailto:nick.l...@imesd.k12.or.us wrote: Hello all, I am in the process of setting up OTRS for my organization. We provide tech support to about 20 different organizations and are currently using WebHelpdesk as our helpdesk solution with each customer organization connected to WebHelpdesk with LDAP sync. We would like to accomplish the same thing with OTRS allowing users within the different organizations to login to OTRS with their local AD account. In order to improve the speed of OTRS, I have set up a separate service that syncs AD user information from the various organizations with the OTRS user database. That way OTRS is relying on its own database for user information and it doesn't have to go out over an LDAP connection. I have then set up LDAP authentication so the user is authenticated with AD and the user information is already in the OTRS database. This has been working successfully with the first 10 organizations, but as soon as a user from the 11th organization tries to authenticate, it fails. I know there is hard limit of 10 set for LDAP back ends so I'm assuming that same limit is also on LDAP authentication back ends which is causing the failure. I'm also seeing in the system logs that the 10th organization is the last one OTRS attempts to authenticate against. My question is, does anyone know of a way to override that limit of 10? I've already come up with a successful workaround for the slowness caused by multiple LDAP customer data back ends and we're okay with slower login times due to multiple LDAP authentication sources. Our real goal is a seamless experience for our customers. Any help is much appreciated! Best regards, Nick - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Add Additional Search Attribute
Is it possible to add another search attribute to the ticket search? I'm wanting to search all tickets based on a user attribute other than CustomerID and Customer User Login. Nick - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Add Additional Search Attribute
Sorry, I should have been more specific, the field I want to search by is not in the dropdown list of options. I would like to add additional options to that dropdown . [IMESD] Nick Lapp | IT Operations Specialist nick.l...@imesd.k12.or.us InterMountain ESD | www.imesd.k12.or.us | www.intermountaininitiatives.org 541.966.3183 voice | 541.969.2400 cell | 541.966.3231 fax Scaling New Heights of Excellence From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Tuesday, October 16, 2012 8:05 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Add Additional Search Attribute Click plus. On Tue, Oct 16, 2012 at 11:02 AM, Nick Lapp nick.l...@imesd.k12.or.usmailto:nick.l...@imesd.k12.or.us wrote: Is it possible to add another search attribute to the ticket search? I'm wanting to search all tickets based on a user attribute other than CustomerID and Customer User Login. Nick - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs inline: image001.png- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Multiple LDAP Authentication Sources
Hello all, I am in the process of setting up OTRS for my organization. We provide tech support to about 20 different organizations and are currently using WebHelpdesk as our helpdesk solution with each customer organization connected to WebHelpdesk with LDAP sync. We would like to accomplish the same thing with OTRS allowing users within the different organizations to login to OTRS with their local AD account. In order to improve the speed of OTRS, I have set up a separate service that syncs AD user information from the various organizations with the OTRS user database. That way OTRS is relying on its own database for user information and it doesn't have to go out over an LDAP connection. I have then set up LDAP authentication so the user is authenticated with AD and the user information is already in the OTRS database. This has been working successfully with the first 10 organizations, but as soon as a user from the 11th organization tries to authenticate, it fails. I know there is hard limit of 10 set for LDAP back ends so I'm assuming that same limit is also on LDAP authentication back ends which is causing the failure. I'm also seeing in the system logs that the 10th organization is the last one OTRS attempts to authenticate against. My question is, does anyone know of a way to override that limit of 10? I've already come up with a successful workaround for the slowness caused by multiple LDAP customer data back ends and we're okay with slower login times due to multiple LDAP authentication sources. Our real goal is a seamless experience for our customers. Any help is much appreciated! Best regards, Nick - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
