Questions tagged [otrs]

OTRS is an open source web-based ticketing systems used for Customer Service, Help Desk, IT Service Management.

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OTRS Database server keep increasing it's storage size, not working when deleting tickets with generic agent. how to save storage space w/o add sas?

Does anyone know what need to remove to save space in vm level, os level or db level in a safest way without ruining the server itself? I'm having a problem with short storage space now and we still ...
GlenBit_2291's user avatar
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284 views

Not able to Fetch email in otrs

I am trying to setup a otrs ticketing tool , the tool needs to fetch email and generate ticket, when I am setting that with my google mail account its working however when I am using my professional ...
biplab 's user avatar
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1 answer
174 views

Upgrade from centoS 6.10 to what OS for OTRS/Znuny?

I have a centOS 6.10 installation which needs a upgrade to a newer CentOS. But since CentOS support will be dropped for LTS I have now to decide to which path to switch. I need long term support for ...
cilap's user avatar
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1 answer
261 views

OTRS 6: Errors flooding log file when daylight saving time showed up

I've got serious issue with otrs 6. Everything was working fine since yesterday, but today in my timezone we started daylight time saving (added one hour) And Log was flooded with Errors like this: [...
Lisek's user avatar
  • 299
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1 answer
128 views

Otrs refresh ticket status view

I wanted to know if it was possible to enable or implement a feature that help to refresh automatically the status view of the tickets. I was thinking about an AJAX plug-in or an implementation, or ...
Suffren's user avatar
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2 votes
1 answer
3k views

OTRS 6 - AD integration - Domain Admin users mapped as Agents, not as OTRS Admins

I am testing OTRS 6 with the ITSM module. Right now I'm only testing it on our DEV environment, so it would not be a problem to ditch everything and start from scratch if it's the easiest way. I ...
Henrique's user avatar
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1 answer
809 views

Upgrade OTRS 6.0 - /opt/otrs/bin/c CPU usage

OTRS 6.0 - /opt/otrs/bin/c CPU usage Hi everyone, On OTRS 6.0, the /opt/otrs/bin/c processus use 100% when login to otrs/index.pl : 3104 apache 20 0 441496 79904 6308 R 100.0 0.2 0:06.05 /...
Isopote42's user avatar
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1 answer
851 views

Virtual host conf file not showing in apache2ctl -D DUMP_VHOSTS but works

I want to test the OTRS ticket system so I installed it in an Ubuntu virtual machine to play with it. It's working perfectly, but I have a little doubt that I'd like to solve: I have these 3 files in ...
Fel's user avatar
  • 111
0 votes
1 answer
1k views

OTRS Installation on AWS Linux AMI results in 500 Internal Server Error page

I am creating a new instance of OTRS on Amazon Linux AMI 2017.03.0 (HVM) and cannot get the installer.pl to run. My installation steps are as follows (and I've done this about four times so far): Set ...
Scott's user avatar
  • 70
1 vote
1 answer
2k views

OTRS 5 PostMaster Filter

I need to know if the function PostMaster Filter Management in OTRS 5 can proccess email ONLY of certain specifics domains. For example: I want to process ticket from *@example.com *@otrs.con etc. ...
neok's user avatar
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1 vote
1 answer
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Where can I find the otrs-scheduler file?

Im trying to install otrs on a Debian system. I followed these instructions. It works well til the last step. But I can simply not find the file scripts/otrs-scheduler-linux which is referenced in the ...
bad's user avatar
  • 11
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2 answers
4k views

OTRS authenticating with LDAP, how to get ALL Users

We set up an OTRS authenticating users with LDAP (Microsoft AD), and we want to assign ALL users from domain to be customers on OTRS, the problem is that years ago when the domain was created, our ...
esserafael's user avatar
-1 votes
1 answer
2k views

Migrate OTRS database from PostgreSQL to MySQL

OTRS supports PostgreSQL and MySQL databases. I'm using PostgreSQL 9.1 for my OTRS 3.2 but I want to migrate to MySQL 5.5. Is this possible? How?
Michael's user avatar
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1 answer
2k views

OTRS Customer Ticket view HowTo pre select Queue

with OTRS4 in the New Ticket view in Customer Frontend, there is a To: field with possibility to choose queue. Nice, but, it is allways "-" choosen by default. I want to preselect this to a special ...
Hubert's user avatar
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1 answer
693 views

Mass disable customers in OTRS

The problem is about OTRS customers. I can't use an external customer backend, so I want to update the customer DB via CSV files. I already wrote a script to add new Customers via otrs.AddCustomerUser....
Michael's user avatar
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2 votes
1 answer
6k views

How to modify the default ticket create mask in OTRS?

currently I am setting up a new instance of the Open Ticket Request System. I wanted to know if it is possible to remove the To customer user: field in the ticket create mask, since we are not ...
CodeFanatic's user avatar
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1 answer
2k views

OTRS installation errors on openSUSE

I have a fresh, text-only installation of openSuSe 13.1 (physical server, old Samsung netbook), and I'm trying to get OTRS up and running. I've installed OTRS using the below commands. I don't think ...
tmoore82's user avatar
  • 121
1 vote
2 answers
3k views

install_driver(mysql) failed: Unable to get DBI state function. DBI not loaded

I installed OTRS from a rpm and the web installer /orts/installer.pl stops with: Error during AJAX communication. Status: error, Error: Internal Server Error Apache error_log install_driver(...
PiTheNumber's user avatar
-1 votes
1 answer
2k views

Unable to upload a logo in OTRS [closed]

I am new in this matter. I have installed OTRS on a server running CentOS which is setup in Singapore and I am doing my installation related work from Bangladesh by SSH. I have installed OTRS ...
Moumita Das Purba's user avatar
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1 answer
2k views

OTRS upgrade 3.0 to 3.1 fails

Today I've started upgrading OTRS from version 2.3 to 2.4 , 2.4 to 3.0 and 3.0 to 3.1. Everything went smoothly except the upgrade from 3.0 to 3.1 OTRS provides a few perl scripts which make the ...
Valentin Bajrami's user avatar
1 vote
3 answers
2k views

How to use the original sender date instead of the fetch date in OTRS

When OTRS fetches emails from an IMAP account it forgets the original send date and replaces this with the fetch (!) date. Normally this is not a problem, but when you're importing an existing IMAP ...
Johan's user avatar
  • 312
3 votes
1 answer
2k views

Getting OTRS to work with XAMPP

Setting up a testing environment on a RHEL5 server to test out OTRS ticketing system. I installed XAMPP for the ease of use factor for testing but can't seem to get the ticketing system to start with ...
JMeterX's user avatar
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1 vote
1 answer
1k views

Connecting a linux client into active directory

I have a linux server (opensuse 12.1) running OTRS 3.0.10. And a primary domain controller running Windows Server 2008R2. I've followed the howto page here and here. Obviously the Net::LDAP perl ...
Johan's user avatar
  • 312
0 votes
2 answers
960 views

ssh, authorized_keys and group write grant

I am managing one machine that hosts an OTRS webserver. It has a normal user, 'otrs', which runs several periodic tasks and keeps (in 'otrs' home) the needed files for the service to work. And then ...
Juanma's user avatar
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5 votes
1 answer
6k views

Can I close tickets on OTRS through e-mail like Trac does?

I'm setting up a new helpdesk and one of the main features of Trac is that you can manage tickets through e-mail tags, is there any way of doing this through OTRS?
Samuel Jones's user avatar
2 votes
1 answer
4k views

OTRS - configure smtp to add a custom sendgrid header?

I'd like to be able to configure OTRS ticket system to send email through sendgrid but I also want to add some configuration parameters through the X-SMTPAPI sendgrid header. There's no obvious ...
Ben's user avatar
  • 367
4 votes
4 answers
5k views

In simple terms the difference between a Group and a Role in OTRS Ticket system?

I'm new to this whole OTRS/Help ticket system notion. Be grateful if anybody could provide a simple example that differentiates between a User in a Group and a User associated with a Role in OTRS. ...
Dan's user avatar
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0 votes
1 answer
6k views

How can I change the default domain in an OTRS installation?

I used a turnkeylinux.org otrs installation and I'm trying to configure the default domain of 'yourhost.example.com'. I tried the following: sed -ri 's/yourhost.example.com/mydomain.com/' /usr/share/...
Jamie's user avatar
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