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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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44 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 ...
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0answers
54 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....
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0answers
121 views

OTRS 6 - Toolbar not visible for Agent

In OTRS6 I've got toolbar with Responsible and Locked Tickets at the top of otrs interface page. As Admin I can see this icons. But as regular Agent I can't see them. I would like to enable this to ...
0
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1answer
212 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 ...
0
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1answer
704 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 ...
0
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1answer
909 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. ...
1
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1answer
140 views

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 ...
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2answers
2k 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 ...
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1answer
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?
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1answer
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 ...
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1answer
450 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....
2
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1answer
5k 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 ...
0
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1answer
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 ...
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2answers
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(...
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1answer
1k 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 ...
0
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1answer
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 ...
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3answers
1k 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 ...
3
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1answer
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 ...
1
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1answer
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 ...
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2answers
757 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 ...
4
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1answer
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?
2
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1answer
3k 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 ...
4
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4answers
4k 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. ...
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1answer
5k 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/...