Re: [otrs] Internal Server Error on index.pl after update from 5.0.10 to 5.0.23 on Fedora

[JAOUEN Egareg]

Thank you for your answer ! 
I will check that point because I know I am using such absolute URL path for 
logos. 
I wouldn't be able to investigate in that direction. 

Best regards, 

Egareg  JAOUEN
Ingénieur Rechercheéveloppement
Tel : +33 2 31 35 34 81 │egareg.jao...@elitt.com 
ELITT
8 rue Léopold Sédar-Senghor - 14460 Colombelles - France │www.elitt.com 

-Original Message-
From: otrs [mailto:otrs-boun...@lists.otrs.org] On Behalf Of Pascal Couvreur
Sent: lundi 16 octobre 2017 07:08
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Internal Server Error on index.pl after update from 5.0.10 
to 5.0.23 on Fedora

I had the issue on our OTRS instance.
It was because the logo was linked via a full absolute URL path, not a relative 
path (it was like http://server.com/folder/folder/logo.png)
I fixed by adding the logo local to the OTRS installation. (AgentLogo and like 
settings in sysconfig)

Best regards,

Pascal Couvreur

-Original Message-
From: otrs [mailto:otrs-boun...@lists.otrs.org] On Behalf Of Roy Kaldung
Sent: mercredi 11 octobre 2017 16:46
To: User questions and discussions about OTRS. <otrs@lists.otrs.org>
Subject: Re: [otrs] Internal Server Error on index.pl after update from 5.0.10 
to 5.0.23 on Fedora

Hi,

> On Oct 11, 2017, at 12:05 PM, JAOUEN Egareg <egareg.jao...@elitt.com> wrote:
> 
> OTRS uses SysLog but I can’t find any error log.
> 

Which addons do you use? Some objects changed the internal API vom 5.0.10 to 
5.0.23.
There must be a error_log for the apache and I’m pretty sure the problem is in 
there.

- Roy

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

Re: [otrs] Internal Server Error on index.pl after update from 5.0.10 to 5.0.23 on Fedora

[JAOUEN Egareg]

Hi,

Thank you for the quick answer.
But I did all items of your list. I have deleted expired sessions too.

No error shown in access_log, error_log, ssl_access_log and ssl_request_log.
Any other help hand ?

Egareg  JAOUEN

From: otrs [mailto:otrs-boun...@lists.otrs.org] On Behalf Of Edlhuber, Florian
Sent: mercredi 11 octobre 2017 09:03
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Internal Server Error on index.pl after update from 5.0.10 
to 5.0.23 on Fedora

Hi,

- JAOUEN Egareg schrieb:
> I have just updated my OTRS server from v5.0.10 to v5.0.23 on Fedora, using 
> the
> RPM provided on the otrs.com website.
>
> All seem good... except I can't log into my OTRS system due to a 500 Internal
> Server Error on index.pl page.
> No problem on customer.pl page.

- delete caches
- rebuild config
- restart webserver
- reset your browser

Please have a look in your syslog and apache error log. This should show
you the issues.

--
Florian
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

[otrs] OTRS6 - Upgrade from v5 to v6. article ID has changed

[JAOUEN Egareg]

Hi,


After the upgrade from OTRS v5 to OTRS v6.0.7, I have noticed a change in the 
article view : new articles are shown after the oldest one. After a little 
investigation, new articles seem to have id with a lower value than older 
articles.
How is it possible ?

When I ran a SQL query about it, I can see the result below (SELECT * FROM 
article) :
ID

TICKET_ID

ARTICLE_SENDER_TYPE_ID

COMMUNICATION_CHANNEL_ID

IS_VISIBLE_FOR_CUSTOMER

SEARCH_INDEX_NEEDS_REBUILD

INSERT_FINGERPRINT

CREATE_TIME

CREATE_BY

CHANGE_TIME

CHANGE_BY

1

235

1

1

1

0

15165-oE7fivzjkn1S57A8MZ2o9QfFsHXLZnHK

2018-05-25 18:11:30

3

2018-05-25 18:11:30

3

2

235

1

1

1

0

15147-LaE2kJ2uQoRK1vcL6ZHirYOYLWRUFnyU

2018-05-25 18:11:45

3

2018-05-25 18:11:45

3

3

235

1

1

1

0

1654-mEmoCnIgHweBLCSzJVdMBGMEHXyCA4Vl

2018-05-25 18:22:10

3

2018-05-25 18:22:10

3

…

…

…

…

…

…

…

…

…

…

…

31

1537

3

1

1

0

30105-qXC8qf4D9JOtxu5kSP1u6zrhJdG6wfKv

2018-05-28 14:40:15

1

2018-05-28 14:40:15

1

32

1862

1

1

1

0

28719-2qM68hcyIBkmBOBgGPXO5MR7fYKZL9nJ

2018-05-28 15:00:46

3

2018-05-28 15:00:46

3

327

194

1

1

1

0

NULL

2015-02-19 15:04:53

5

2015-02-19 15:04:53

5

328

195

1

1

1

0

NULL

2015-02-19 15:10:49

5

2015-02-19 15:10:49

5

329

196

1

1

1

0

NULL

2015-02-19 15:21:44

4

2015-02-19 15:21:44

4

330

197

1

1

1

0

NULL

2015-02-19 15:30:46

4

2015-02-19 15:30:46

4

…

…

…

…

…

…

…

…

…

…

…

9973

235

1

1

1

0

NULL

2018-05-25 16:34:04

3

2018-05-25 16:34:04

3


My older articles IDs start from value 327. And the newest articles IDs start 
from 1 to 32 (for the moment).
I am expecting some troubles when the article ID will reach the value 327…
How to fix that point ?

My highest value for article ID is 9973 and the change appears exactly when I 
migrated from v5.0.27 to v6.0.1.

Thanks,

Egareg  JAOUEN
Ingénieur Rechercheéveloppement
Tel : +33 2 31 35 34 81 │egareg.jao...@elitt.com
ELITT
8 rue Léopold Sédar-Senghor - 14460 Colombelles - France │www.elitt.com
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

[otrs] Export a ticket list with the first article in excel format

[JAOUEN Egareg]

Hi list, 

My agents bring me a request and I am not able to resolve it by now. 
They would like to export in an Excel or CSV format a ticket list where the 
first article of each ticket will be present. 

I tried to use the stats or search features but that doesn't work, except for 
the larger view of search result where we can read the articles linked by 
ticket. 

Is there a sysconfig parameter to allow articles (and more precisely the first 
one and the last one, if possible) to be exported as a column in excel or CSV 
formats ? 

If not possible only by configuration, is there an add-on available for OTRS v6 
? 

Thanks, 


Egareg JAOUEN
Ingénieur Rechercheéveloppement
Tel : +33 2 31 35 34 81 │ egareg.jao...@elitt.com 
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

Re: [otrs] TicketAgentMerge Inform Sender => disable by default

[JAOUEN Egareg]

As far as I assume the mechanism : 
The sender is not informed if you don't activate the "inform sender" box. 
The check box is ticked by default when you open the "inform sender" form. 


I never open the "inform sender" form when I merge tickets and senders are 
neither emailed nor notified. 


Egareg JAOUEN
Ingénieur Rechercheéveloppement
Tel : +33 2 31 35 34 81 │ egareg.jao...@elitt.com 

-Message d'origine-
De : otrs [mailto:otrs-boun...@lists.otrs.org] De la part de Ml Ml
Envoyé : mercredi 30 janvier 2019 11:10
À : User questions and discussions about OTRS. 
Objet : [otrs] TicketAgentMerge Inform Sender => disable by default

Hello List,

after Updating to OTRS 6 the "Inform Sender" Box is ticket by default if i 
merge tickets.

 

How can i disable (uncheck) it by default?

Cheers,
Mario
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

[otrs] One OTRS server dealing with two URL/DNS ?

[JAOUEN Egareg]

Hi all !

I am wondering if it is possible to configure OTRS to deal with two different 
URL ?
For example, I installed one OTRS server on 
www.otrs.example.com and I would like to use the 
same OTRS service on www.ticket.example.com.

I would like to be sure that customers dealing with 
www.ticket.example.com won’t be annoyed by links 
pointing to www.otrs.example.com in the replies.

First of all, I created two distinct queues.
Then, I created two distinct groups both for agents and customers.
I created two distinct email addresses (both for receiving and sending).
I can add a DNS entry to point to the public IP where my OTRS server is hosted.
But, can I configure OTRS to deal with those two DNS entries/URL ?

Thanks,


[cid:image001.png@01D49953.9A536940]

Egareg JAOUEN
Ingénieur Rechercheéveloppement
Tel : +33 2 31 35 34 81 │ 
egareg.jao...@elitt.com

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

[otrs] Bulk actions on free text/dynamic fields ?

[JAOUEN Egareg]

Hi all,

Is there a way to authorize bulk actions on ticket free text or dynamic fields ?
I added a field “deliveryRevision” and I would like my agents are able to 
change the value of this field in bulk action screen along side to change state 
from ‘open’ to ‘close successful’.

I didn’t see where I can configure that behavior in the system conf pages.
Can anyone help me ?

Egareg JAOUEN
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

[otrs] Change priority by founding a keyword in text part of a new article ?

[JAOUEN Egareg]

Hi all,

My agents would like to know if it is possible to use a keyword in the text of 
an email to create a new ticket with high priority.
For the moment, all the new tickets have the default priority set on creation. 
But some customers want to have a way to notify a kind of priority/gravity. Is 
it possible to use a template email or a keyword and configure the OTRS 
behavior to set the priority to a high level where the keyword is found in the 
email body ?

I tried with the Generic Agent and set the parameters as follow :

-  Event Base Execution (single ticket) : Ticket – TicketCreate

-  Select Tickets : Text = #high#

-  Update/Add Ticket Attributes : Set new priority = 5 very high

I sent some emails to test that and I can see in the log that the generic agent 
is well launched after each email reception, but the priority is not set to 5 – 
very high, despite the search of the #high# keyword brings me all the new 
tickets I sent for test. The priority remains on the default value.

Can anyone help me ?


Egareg JAOUEN
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

Re: [otrs] [RESOLVED] Change priority by founding a keyword in text part of a new article ?

[JAOUEN Egareg]

Hi,

Thank you for your answer.
I didn’t even notice the “body” item in ‘search header field’ list… So I tried 
it out and it worked !
But it worked regardless if it is a new ticket or a new article in existing 
ticket.

As I made tests on Postmaster Filter with another keyword, I tried it on 
Generic Agent and I saw that “#high” keyword is working where “[high]” keyword 
is not working.
So, with your help, I resolved my case.

I only use Generic Agent on CreateTicket with keyword “#high” in the subject or 
the body of the incoming email to set priority to the maximum value.

Thanks,


Egareg JAOUEN

De : otrs [mailto:otrs-boun...@lists.otrs.org] De la part de Alvaro Cordero
Envoyé : Mercʼher 15 Genver 2020 15:33
À : User questions and discussions about OTRS. 
Objet : Re: [otrs] Change priority by founding a keyword in text part of a new 
article ?

I think that works well with the postmaster Filters, there is an example in the 
Admin Manual,

You can use a regular expression in the Filter to find the value you are 
looking for and then you can either use what you found to be set into a field 
(dynamicField), etc or having found the value, set attributes into tickets such 
as SLA, Service, Priority etc.

Regards

El mié., 15 ene. 2020 a las 2:46, JAOUEN Egareg 
(mailto:egareg.jao...@elitt.com>>) escribió:
Hi all,

My agents would like to know if it is possible to use a keyword in the text of 
an email to create a new ticket with high priority.
For the moment, all the new tickets have the default priority set on creation. 
But some customers want to have a way to notify a kind of priority/gravity. Is 
it possible to use a template email or a keyword and configure the OTRS 
behavior to set the priority to a high level where the keyword is found in the 
email body ?

I tried with the Generic Agent and set the parameters as follow :

-  Event Base Execution (single ticket) : Ticket – TicketCreate

-  Select Tickets : Text = #high#

-  Update/Add Ticket Attributes : Set new priority = 5 very high

I sent some emails to test that and I can see in the log that the generic agent 
is well launched after each email reception, but the priority is not set to 5 – 
very high, despite the search of the #high# keyword brings me all the new 
tickets I sent for test. The priority remains on the default value.

Can anyone help me ?


Egareg JAOUEN
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs


--
Alvaro Cordero Retana
Consultor de Tecnologias
Tel: 22585757 ext 123
Email: alv...@gridshield.net<mailto:alv...@gridshield.net>
[Image supprimée par l'expéditeur.]
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

Re: [otrs] Change the sender name to agent name in article list ?

[JAOUEN Egareg]

Thank you !
I was looking around for the good keyword to search this feature.

All is working fine now.




Egareg JAOUEN

De : otrs [mailto:otrs-boun...@lists.otrs.org] De la part de Florian Edlhuber
Envoyé : Lun 20 Gouere 2020 18:10
À : User questions and discussions about OTRS. 
Objet : Re: [otrs] Change the sender name to agent name in article list ?


Hi,



One frustrating point in using OTRS is that all the sent articles from OTRS 
Team appears with the same generic name (for example : Support Team) because we 
use the same generic email address (for example : 
supp...@support.com).

Is it possible to change this sender’s name to the agent’s name who effectively 
did the action (sending the email/response) ?

Check the docs

https://doc.otrs.com/doc/manual/admin/6.0/en/html/ConfigReference_Section_Core_Ticket.html

Ticket::DefineEmailFrom



regards

Florian


-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

[otrs] Change the sender name to agent name in article list ?

[JAOUEN Egareg]

Hi all,

One frustrating point in using OTRS is that all the sent articles from OTRS 
Team appears with the same generic name (for example : Support Team) because we 
use the same generic email address (for example : 
supp...@support.com).
Is it possible to change this sender’s name to the agent’s name who effectively 
did the action (sending the email/response) ?

Thanks !




Egareg JAOUEN
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

[otrs] What are the differences between notifications and emails ?

[JAOUEN Egareg]

Hi all !

I have several OTRS servers currently working under version 6. All of them are 
installed under Fedora OS.
I am using sendmail to manage the email sending and all is well working. But I 
noticed that the notifications are not sent (or are not received on our outlook 
email addresses). And it would be better if the notifications can reach my 
agents…

Yesterday, I have just installed a new OTRS server on another server. I have 
not yet installed sendmail and I am not able to send email from a ticket in 
OTRS. That is not a bug for the moment. ;-)
But I received the notifications on my outlook email address about those failed 
email attempt.

How is it possible ? How notifications can be sent without sendmail installed ? 
Why notifications are not sent when sendmail is correctly installed and 
configured to send emails ?
How can I have both working on all my OTRS servers (v6) ?

Thanks !

Egareg JAOUEN
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs