Znuny and ((OTRS)) Community Edition

RichH

Znuny 6.4 CentOS Linux release 7.9.2009 MariaDB 5.5.68 Perl 5.16.3 O365 Mailboxes using OAuth2 for fetchmail. Hi, We've been having a strange problem in that when email tickets are opened from a particular customer our Znuny server goes to 100% CPU and runs 5-6 instances of apache. We have 4 process...

RichH

I eventually figured out that by filtering on the 'Last Change time', rather the the 'Closed Time', this works.

Thanks anyway.

RichH

Znuny 6.4 CentOS Linux release 7.9.2009 MariaDB 5.5.68 Perl 5.16.3 O365 Mailboxes using OAuth2 for fetchmail. Hello again, Some time ago I set up a generic agent job to set all tickets that have been closed for more than 6 months to 'Archived'. I've also set a bunch of additional new Ticket States, ...

RichH

Znuny 6.4 CentOS Linux release 7.9.2009 MariaDB 5.5.68 Perl 5.16.3 O365 Mailboxes using OAuth2 for fetchmail. Hi, I've found that while fetchmails (MailAccountFetch) are set to timeout at 600 seconds, and it seems that the connection are shutting down. The time of the shutdown is never entered as th...

RichH

Thanks Roy!

RichH

Thanks for your reply. We have 45 mailboxes to fetch from Exchange Online using IMAPS/OAUTH2. Most fetches take about 8-10 seconds per email, with 0-15 emails per fetch, sometimes more. If any one of the fetches runs for long time, all the other fetches are delayed and can run the entire sequence of...

RichH

Hi again.... Any answer for how to decrease the Fetchmail timeout (600 seconds)? We're occasionally getting duplicate emails: if a sequence of Fetchmails exceeds 10 minutes, a new sequence starts. That means that there can be 2 connections to the same mailbox downloading the same email. I know that ...

RichH

Hi, Another (related) question: The timeout for each fetchmail session is 600 seconds. It takes about 10 seconds per email, and only downloads a maximum of 15 emails per session. So it takes about 180 seconds per session at most. Is there anyway to decrease the timeout for the fetchmail sessions? I'...

RichH

Thanks to everyone for your responses.

We'll test switching to IMAPS or POP3S Thursday when our email admin is back from holidays...

Thanks again!

RichH

Znuny 6.4 CentOS Linux release 7.9.2009 MariaDB 5.5.68 Perl 5.16.3 O365 Mailboxes using OAuth2 for fetchmail. Hi, In the Znuny Communication Log we have 89 open communications. The oldest one has been open for more than 8 hours. I expected a timeout of 600 seconds. When I run the sql query below, I ...

RichH

Hi,

Please review the Private Message that I sent to 'Root'.

Thanks!

RichH

So far I've found that this issue began when we switched from fetching mail via POPTLS from our Exchange OnPremise server to fetching via IMAPTLS/OAuth2 from the Exchange Online server.

RichH

Hi, I can't find the Communication log in text form on the server itself. Where is it located? This is a cut & Paste from the Znuny web interface, with my ID information removed. Does this help? 1 Kernel::System::PostMaster From: "Cisco Unity Connection Messaging System" <unityconnecti...

RichH

Znuny 6.4 CentOS Linux release 7.9.2009 MariaDB 5.5.68 Perl 5.16.3 Hi, Voice mail files (VoiceMessage.wav) fetched as attachment to emails are being renamed to 'unknown' in Znuny. We recently migrated the mailbox to Exchange Online and OAuth2 authentication. All other type of attachments are O.K. Wh...

RichH

Hi,

Just wanted to say thanks for your help. I've successfully upgraded out Production system to Znuny 6.4, and switched to OAuth2!

Thanks again!

RichH

Hi, I ran otrs.Console.pl Maint::PostMaster::MailAccountFetch --debug MailAccountFetch.debug.txt To summarize: ERROR: 3 BAD User is authenticated but not connected. at /usr/share/perl5/vendor_perl/Mail/IMAPClient.pm line 1364. ERROR: 3 BAD User is authenticated but not connected. at /usr/share/perl5...

RichH

Hello again! It looks like we're almost there...but... We opened port 143 & 993 on our external firewall and the fetchmail seems to connect, but it does not download any emails. The Znuny system logs shows that it opens the connection, but has an error: [Fri Jan 13 11:13:44 2023][Error][Kernel::...

RichH

Hi, It turned out to be the firewall on the Server - I could have sworn that the firewall (IPTables) was shut off in OTRS, but that was many versions ago. I entered: firewall-cmd --permanent --zone=public --add-service=https firewall-cmd --reload and it worked!! Yipee!!! Now I just have to figure ou...

RichH

Roy,

Thanks for the Reply. I don't need JWT.

But I still need help figuring out why https isn't working.

Any ideas?

Thanks,
Rich

RichH

Hello again...

I found that I didn't have Crypt::OpenSSL::X509 installed, so I installed it and rebooted, but still no luck...

Any ideas?

Thanks again!

RichH

Hi, I'm still not quite there yet.... Our email admin set all the parameters for creating the OAuth2 Configuration in OTRS, he clicked the 'Request New Token', entered his credentials & MFA info and everything seemed to be working, but when the application tried to connect to the OTRS server wit...

RichH

Thanks again!

RichH

Hi, Things are moving along well, except that I'll have to wait until my company's mail admin gets back from holidays to download a new OAuth2 token... Meanwhile, could you answer this question? There is one more field in the 'Exchange Online' OAuth2 template that is not mentioned in the instruction...

RichH

Thanks...that worked!

RichH

Hi, I've successfully upgraded from OTRS 6.0 to Znuny 6.3 on our Dev system, but when I try to upgrade to 6.4 I'm getting an error when running "otrs.checkmodules.pl --all": "iCal::Parser.....................Not installed! To install, you can use: 'yum install "perl(iCal::Parser)...

RichH

Nevermind about moving the article partition to /opt/data/article. I did it on my Dev system without any issues - just had to set ownership and perms with chown & chmod. But if you could tell me whether to move the /opt/otrs to /opt/otrs-old before running yum -y install, it would be greatly app...

RichH

Thanks for the advice! I'm going to try moving the article partition from /opt/otrs/var/article to /opt/data/article as you suggested before I do any upgrade. Next I'll run: /opt/otrs/bin/otrs.Console.pl Admin::Config;:Update --setting-name Ticket::Article::Backend::MIMEBase::ArticleDataDir --value ...

RichH

Hi, I'm running the following: OTRS 6.0.27 CentOS 7.3.1611 MariaDB 5.5.60 Perl 5.16.3 I need to upgrade it to Znuny 6.1, and eventually to Znuny 6.4 (for OAuth2) I tried follow the instructions at: https://doc.znuny.org/manual/releases/installupdate/update/update-6.1.html However, when I ran 'yum up...

RichH

That's a good question.

This is what the dept. manager requested. I'm just an IT worker trying to do what I'm asked.

I think that unlocking the tickets for out of office agents would be a better idea, but I'm waiting for what the business people have to say.

Thanks.

RichH

I've suggested the Ticket Unlock to the manager that requested this and was told to hold off 'till next week for them to decid if that's what they want.

So I'll let you know if I need further assistance at that time.

Thanks everyone for your help!

RichH

OTRS 6.0.27
CentOS 7.3.1611
MariaDB 5.5.60
Perl 5.16.3

Hi,

Could anyone tell me if it's possible to send an email notification to the customer when a new article is created and the ticket owner is Out of Office?

Thanks,
Rich

RichH

Thanks, but I was just told that this was a one off issue...I had thought that it was recurring...

So if it happens again, I'll set the logging level to debug and see if I can get more info.

Thanks for your help on this!

RichH

Yes, there seems to be an article. It has a .pdf attached that we can down load & open: MariaDB [otrs]> select id, tn, title from ticket where tn = 2020021911005578; +-----+------------------+-----------------------------------------------+ | id | tn | title | +-----+------------------+---------...

RichH

When we have a blank message body we get the error box in the attached file. Clicking on details does nothing....

2020-02-24 09_37_16-Window.png

RichH

OTRS 6.0.20 CentOS 7.3.1611 MariaDB 5.5.60 Perl 5.16.3 Hi, When we get a valid email with a blank/null message body and valid attachment (.pdf), in the agents view of the article we get a hideous error message. In our old OTRS 3 system we'd get a message that said "- no text message => see atta...

RichH

OTRS 6.0.20 CentOS 7.3.1611 MariaDB 5.5.60 Perl 5.16.3 Hi, What is recommended for CentOS 7 Security updates when running OTRS 6? Should I install the yum-plugin-security and run 'yum update --security' on a regular basis? Would setting up Yum_Cron for security updates be recommended per this articl...

RichH

That fixed it!

Thanks!

RichH

OTRS 6.0.20 CentOS 7.3.1611 MariaDB 5.5.60 Perl 5.16.3 Hi, We're preparing to transfer from using an OTRS 3.x system to OTRS 6.0.20. In our Dev 6 system we found that when when paste an array of cells from excel to a ticket reply template, it does not retain the Cell array format. It just pastes as ...

RichH

No, I didn't....

Thanks!

RichH

OTRS 6.0.20 CentOS 7.3.1611 MariaDB 5.5.60 Perl 5.16.3 Hi, I'm installing a new OTRS 6 system and would like to have a Spam Button that closes the ticket - the same as above. I tried doing exactly as i did before, but without any luck. What I've done is: Create a 'Junk' Ticket state. copied /opt/otr...

RichH

That did the trick!

Thanks again!

-Rich

RichH

In both the OTRS 3 & 6 system's Config.pm there's no reference to CustomerUser. The only changes that have been made are for LDAP authentication to our Active Directory.

So I guess the answer is that we're using the defaults.

Thanks!

RichH

OTRS 6.0.20 CentOS 7.3.1611 MariaDB 5.5.60 Perl 5.16.3 Hi, I'm installing a new OTRS 6 server. On our old OTRS 3 server, entering a new 'Customer User' does not require that the 'CustomerID' already exist as a 'CustomerCompany'. We just enter the Customers email address in the 'CustomerID' box. In t...

RichH

BTW - Any additional information that would help me convince my boss to purchase the OTRS business solution services would be appreciated.

I did the upgrade from OTRS 3.10 on Windows to 3.12 on CentOS...and I seriously DO NOT want to go thru anything like that again!

RichH

Hi, Last night we tried installing the latest updates for CentOS 6.5 on our OTRS Dev. server. The server was unable to boot after that, so we restored it from backup. I'm going to try to use this incident to convince my boss that we should purchase the OTRS Business solutions support. He's previousl...

RichH

Hi, I need to embed HTML in the Notifications (events) messages that are sent to our customers. The notification control only allows text and OTRS tags. Is there anyway to change to control to allow HTML (like the Auto responses/Response control)? My system info is: OTRS Version: 3.3.12 OS: CentOS 6...

RichH

OTRS Version: 3.3.12 OS: CentOS 6.5 Database: mySQL 6.5 Perl Version: Perl 5.10.1 Hi, We're in the process of migrating our A/D domain into our HQ's domain. User migrations will be done in phases. We currently have OTRS set to Authenticate to our local domain. As users are migrated, we'll need to Au...

RichH

OTRS Version: 3.3.12 OS: CentOS 6.5 Database: mySQL 6.5 Perl Version: Perl 5.10.1 Hi, I'm trying to set up a Notification (event) for when tickets are "closed successfully" so that the customers receive an email with an HTML link to another website. I've tried using the <OTRS_CONFIG_HttpTy...

RichH

Hi, This morning one of our OTRS queues was spammed with over 4000 bad messages. I was able to identify the bad messages by the sender's address. I created a new ticket state named 'Spam' with a state type of 'Closed'. I then used mySQL query browser to change all ticket with the customer_id equal t...

RichH

Thanks! That worked, but additionally I had to copy /Kernel/Output/HTML/Standard/AgentTicketClose.dtl to AgentTicketSpam.dtl. Then it all worked great.

Thanks again!

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