Znuny and ((OTRS)) Community Edition

https://stackoverflow.com/questions/5005388/cannot-add-or-update-a-child-row-a-foreign-key-constraint-fails/39679270 Paraphrasing from the most popular answer: You're getting this error because you're trying to add/update a row to #sql-337c_22 (maybe a temp table) that does not have a valid value f...

Agents receive notifications if they have the checkbox in their MyPreferences regarding the action, and they have the queue selected in "My Queues" ... or else, there is a Notification that alerts them on the change.

Mandatory fields only need the Mandatory css class. (And sometimes Require_Validate)

I've thought about this, but the thing about making Accounted time mandatory at every entry means it's never forgotten to add time when needed. So you don't forget. 0 is valid to enter, and if you put time in as you work, it sums on the ticket nicely.

Use ACLs You could use the ACL through the interface or put it in Config.pm https://doc.otrs.com/doc/manual/admin/6.0/en/html/customization.html#id-1.7.2.4 $Self->{TicketAcl}->{'100-AVESET-ACL'} = { # match properties Properties => { # current ticket match properties Ticket => { Type => ['AV::ESET']...

Possibly you disabled the admin otrs account, or an account with an ID that runs periodically but is invalid anymore.

Depends what you do on bulk. Mass merge? no.
Generally you might try a Notification on Event.

Yes, most agents have this ability by default ... just go to People, Owner.

Search for From
Set X-OTRS-Queue appropriately

6CA04431561B: from=<>
6CA04431561B: to=<myuser@domain.org> (bounce)

914A3431561C: from=<otrs@domain.org>
914A3431561C: to=<myuser@domain.org> (sent)

So the sender envelope isn't populating.
SendmailNotificationEnvelopeFrom needs a value.

Please don't resurrect old topics. Rather, create a new one and link back to this one. https://github.com/OTRS/otrs/blob/40dab34675fc15be7e10433a0b39c12bfca65602/Kernel/System/Ticket.pm#L1180 https://github.com/OTRS/otrs/blob/40dab34675fc15be7e10433a0b39c12bfca65602/Kernel/System/Stats/Dynamic/Ticke...

Please don't resurrect old topics. Rather, create a new one and link back to this one. https://github.com/OTRS/otrs/blob/40dab34675fc15be7e10433a0b39c12bfca65602/Kernel/System/Ticket.pm#L1180 https://github.com/OTRS/otrs/blob/40dab34675fc15be7e10433a0b39c12bfca65602/Kernel/System/Stats/Dynamic/Ticke...

Hi wurzel,

That's what I thought, then I read it again and realized the request is to remove "Reply" and keep "Reply All".

Alternatively you might try Postmaster Filters.

Don't use customer based queues.

You wouldn't build a new conference room every time you took on a new customer.
Don't make yourself work so hard.

viewtopic.php?f=53&t=16064

This would require development.
At best right now there is a Ticket::Acl::Module###1-Ticket::Acl::Module that would prevent closure of Master Ticket if any subtickets are open.

I updated my answer.

Sorry, I don't think this is possible in version 5. The Reply All functionality is dependent on whether there are multiple involved customers and would prevent ability be useful if only a single customer. In version 6, this appears to be merged as one entry. The appropriate code is in https://github...

This isn't how the default is supposed to work.

Actions in the Master are supposed to replicate to the Slave tickets.
viewtopic.php?t=26228

viewtopic.php?t=26998

Edit Config Settings in Ticket → Frontend::Agent::ModuleRegistration

AgentTicketCompose.png

There doesn't seem to be visibility on the attachments here. Agents can be members of groups. A queue is a member of a group. If the agent is a member of the same group, the Agent can see the Queue, and choose that queue in the Agent's preferences. The group is necessary to segregate permissions of ...

First, you won't see Reply if:
The ticket is locked and you're not an Owner or Responsible

If you want to block this, add a [blank] group or uncheck
Frontend::Module###AgentTicketCompose

Also make sure the agents have the queue(s) selected in their preferences.

I don't think you've missed anything, but you might use a Generic Agent Event.

Don't use customer based queues. https://forums.otterhub.org/viewtopic.php?f=53&t=16064 If you have agents dedicated to a customer, put a queues with those agents in a group (not the users group) and make sure the queue group is unique to that customer, and the customer is not a member of groups...

Check also that the domain specified is a good and functional DNS server. If not, you'll need to update that in the mx lookup server settings in SysConfig.

On the OTRS box, check mailq check /var/log/mail.log or /var/log/maillog telnet youremailserver 587 make sure it connects verify firewall and ISP allows outbound port 587 from your OTRS box. Check your smarthost logs for traffic. Check your sendmail or postfix for ability to send from the command li...

The concept is that the First Response time is the first date/timestamp when the customer was reached. You could bounce the ticket to different owners and still (regarding SLAs, especially) it doesn't matter to the customer that 15 owner changes pushed off the First Response time. It still took more...

you might try (\d\d\d\d\d\d\d\d)$ as a regex filter and [***] where you want to set it.

update SendmailNotificationEnvelopeFrom with some sort of email address.

This is a very old topic. Please create a new topic for your issue.

Short short, though: Use a Dynamic Field for your fake time.

try changing article to article_data_mime.

Even though javascript has been removed from templates, it's still available to add in Configuration via the Module Registration part. Just add a .js file to the list for the module you want to work.

You can override onchange that way.

I haven't really tried this but this might work: (Kernel/Config/Files/XML/MyField.xml) Makes sure Prio doesn't conflict. <?xml version="1.0" encoding="utf-8"?> <otrs_config version="2.0" init="Application"> <Setting Name="PreferencesGroups###MyField"...

Have you provisioned a Calendar?

You may be in the wrong theme, in Agents where you want to be in Customers, etc.

There is no reason to provide customer/company based queues.

viewtopic.php?f=53&t=16064

I realize I'm resurrecting a dead thread, but this is relevant. If you look at "View Source" for the ticket, you'll see the Input name=Dest if you place a variable name in the URI, it will populate the form. You can change the links to go to, for example: http//yourdomain/otrs/index.pl?Act...

to disable a filter, among other ways, can be to include a filter it can't match.

This is an ancient topic. Perhaps you might create a new one.
But the short answer is they work differently. Once you've created a Generic Agent you don't need to create a PostMaster Filter.

Unfortunately, I don't have current knowledge or working of OTRS v6. I can't effectively answer the question.

OK, only because this sounds familiar, may I point out http://forums.otterhub.org/viewtopic.php?f=60&t=38844 ? I'm not saying this applies to you except that perhaps instead of StateID use ArticleTypeID And it's not perfect because the TypeID varies with the interface. But if you say Template=X ...

Just a heads up that negative values are also allowed, especially important to adjust invalid time entries. Note that if you're always requiring positive entries of time units for every required time units entry, you may have people inflating tickets way beyond the actual time performed in the ticke...

It might be possible, but it depends on the screen ... But Customer Login is not article specific, it's Ticket specific. The customer doesn't/isn't supposed to vary through the ticket, even if the agent that submits a ticket does. Which also goes to the "what entity added to the ticket?" q...

In ArticleActionMenu.tt Around line 100, you can find the following, which you can just add if/then: if ($(this).val() > 0) { URL = Core.Config.Get('Baselink') + $(this).parents().serialize(); if ($(this).val() == 3) { URL = URL + '&StateID=7'; } window.setTimeout(function() { Basically, if the ...

I regret I don't have much visibility into the types of things that can cause this issue. Escalation is likely doing something for type changes

Check
Edit Config Settings in Daemon → Daemon::SchedulerCronTaskManager::Task

But I haven't looked at what it actually does or references.

http://support/otrs/index.pl?Action=AgentTicketZoom;TicketID=8330 Message: This ticket does not exist , or you don't have permissions to access it in its current state. Back to the previous page Go to dashboard! It could very well be in a queue for which the current user does not have permissions.

Many available forms in TicketZoom have the ability to add Dynamic Field(s) to that form via SysConfig. When you ask about changing a Dynamic field from a button, you may wish to consider whether you wish to do that outside an existing form related to an action. If you do that within an existing act...

I can't really say. The error messages basically are trying to interpret a field that has a value that no longer exists in the table. Message: No TypeID for 'n/a'! This means there's something that's asserting an invalid Type (Like X-OTRS-Type in a PostMaster Filter or SysConfig in PostMaster/Defaul...

BTW: TicketID=8330 http://yourdomain/otrs/index.pl?Action=AgentTicketZoom;TicketID=8330 Why would the system try to add a new content to an merged ticket? Doey by any chance OTRS 6 change something with the follow up. Isn't it only with the ticket number #xxxxxx? Because the references refer to the ...

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