Znuny and ((OTRS)) Community Edition

Hi all! I'm writing a custom GenericAgent module that calls multiple webservices to get/pass data from/to an external system. The module itself does already work nicely. The GenericAgent is configured to be triggered by various ticket and article events. Is there a way for the custom GenericAgent mo...

Hi! An issue that we tripped over multiple times: at step 4, when requesting a new token, make sure you're logged into the correct O365 account (displayed above the "Permission requested" title). We have configured multiple O365 accounts that our Znuny system fetches mails from, and if you...

Hallo Emin,

ich habe den Code bzgl. SourceCharset/DestCharset der DB.pm's aus OTRS3 übernommen, und diese Einstellungen natürlich auch in Config.pm verwendet. Sonst wäre der Aufwand ja witzlos.

Hi Roy, danke für das Feedback. Ich hab' msodbcsql17 installiert, Treiber und Serverbeschreibung in odbc.ini angepasst, und ... - gleiches Ergebnis :( . isql liefert die korrekten Umlaute, OTRS-API liefert Müll. Ich werde nochmal schauen, ob irgendwelche odbc.ini-Einstellungen dazu existieren, aber ...

Hallo! Da unsere externe CustomerUser-Datenbank ISO8859-1-kodiert ist, habe ich seit OTRS4 die Encoding-Anpassungen (Stichwort SourceCharset, DestCharset) aus OTRS3 durch angepasste Module Kernel/System/CustomerUser/DB.pm bzw. CustomerCompany/DB.pm mitgeschleppt. Mittlerweile sind wir bei OTRS 6.0.2...

Siehe Admin Manual, Customer with multiple IDs (Company tickets)

Thanks for the pointer, Renée. I would never have thought of writing to the OTRS tables directly. But that seems a bit easier than a CodeInstall section using $GenericAgentObject->JobAdd() - because I'd have to figure out the specific syntax for the events that trigger the agent (i.e. a deep dive in...

Hi all! I've written a pm file that is run as a generic agent custom module. I packaged it for better managebility/upgradability. When I install the package to a new OTRS System I have to remember to create the generic agent entry that uses the module. Is there a way for the package Installation pro...

Hi! you can find my feeble attempt at this under http://vms.pdv-systeme.de/users/martinv/CustomerWebservice.opm The WSDL file is http://vms.pdv-systeme.de/users/martinv/CustomerOperations.wsdl Disclaimer: I'm not an expert, neither for SOAP nor for OTRS. These are just some perl modules written for ...

That would of course be the solution - if the customer had a source location :-) This customer login to OTRS really is stand-alone. Anyway: I think I solved it, by customizing Kernel/System/CustomerAuth/DB.pm, Kernel/Output/HTML/PreferencesPassword.pm, and Kernel/System/Web/InterfaceCustomer.pm (for...

My particular problem aside: I can't see how this could possibly work when authentication is done via LDAP, HTTP, or RADIUS ??! Never mind... I just saw this code in Kernel::Output::HTML::PreferencesPassword::Param() my $AuthModule = $Self->{ConfigItem}->{Area} eq 'Agent' ? 'AuthModule' : 'Customer...

It's a tad more complicated... It was determined that we didn't want OTRS to work on a copy of the customer data but the live data. The ERP system stores address information in some index sequential file. We installed a software that presents (via ODBC) this data as a relational database. With that ...

Hi! We're in the process of setting up OTRS (4.0.9 at the moment) as a support ticket system. Unfortunately, we have to get the customer data (read-only) from our ERP system. This results in a) password is not storable there, and b) the CustomerKey (set to the 'login' column) is something we don't w...