Activity for Mark McElhenny
-
Mark McElhenny posted a comment on discussion Customizing iTop
We are running iTop 2.7.7 and we have two mailboxes bringing tickets into iTop. We currently have one trigger (Object Creation) that sends out an email to both the end user and the IT team. However I've been asked if its possible to split it out. So that when emails come in from one mailbox an email gets sent to one part of the IT Team (Applications) and the end user with its own message and when they come in from the other mailbox a message gets sent to the IT Tech team and the end user again with...
-
We currently have 297 errors in our Synchro pull from AD into iTop. All of which have the same error: Unable to update the destination object: Object not following integrity rules: issues = Unexpected value for attribute 'status': Value not allowed [obsolete], class = Person, id = 717 Now for Status we have 2 options Active and Inactive when an account in AD is disabled it populates the .csv file with Inactive. When I look at the record on iTop it has the Status set to inactive so I'm not sure what...
-
I've attached the cron job php file
-
Ok update, if I run the above cron job from my old 2.4.1 itop folder it works, so something within the iTop 2.7.7 version has changed
-
Morning, In order to use OAUTH2.0 we have upgrade out iTop server both the iTop to 2.7.7 and also the OS Ubuntu from 16.04 to 20.04 (PHP7.0 to PHP7.4) Everything is working fine including the OAUTH part except for 2 Cron Jobs. The first is the one that sends out a daily report of contracts that are nearing the end. When I run the cron job manually it fails with the below error: PHP Fatal error: Uncaught Error: Cannot instantiate abstract class AbstractWeeklyScheduledProcess in /var/www/html/itop2.7.7/cron/cronprovidercontract.php:234...
-
Morning, In order to use OAUTH2.0 we have upgrade out iTop server both the iTop to 2.7.7 and also the OS Ubuntu from 16.04 to 20.04 (PHP7.0 to PHP7.4) Everything is working fine including the OAUTH part except for 2 Cron Jobs. The first is the one that sends out a daily report of contracts that are nearing the end. When I run the cron job manually it fails with the below error: PHP Fatal error: Uncaught Error: Cannot instantiate abstract class AbstractWeeklyScheduledProcess in /var/www/html/itop2.7.7/cron/cronprovidercontract.php:234...
-
Giorgio thank you. Your 2nd post is what our issue was, we were logged in as our own accounts as the mailbox account does not have access to azure. Logged out of office.com and logged back in with the mailbox credentials went back to iTop and regenerated a new token and everything is now working fine. I'll make sure to note that for future! Thanks again as it was a concern with two weeks until MS pull the plug!
-
We have upgraded our production system to 2.7.7 and everything is working fine including our standard email to ticket inbox. I have created the OAUTH2 in both itop and Azure and generated the token. I've the created the the OAUTH2.0 mailbox (Same inbox that's setup for the standard inbox) and when I go the mailbox content it says: Failed to initialize the mailbox: ?????@???.com. Reason: cannot change folder, maybe it does not exist Initially I left the mail box (For IMAP) blank like my standard mailbox,...
-
Also this is the virtual host for the site in apache2.
-
Hi Vincent other than that line in the itop config file, is there anywhere else where app_root is configured. I've attached the source info of the main page after login, you can see that the majority of the path's are pointing to the right place.
-
OK so have even compared style sheets and can't find any issue. Even the setup page and toolkit look like a 1990's webpage. One thing I have noticed is that in the top left hand corner it has reverted back to the Combodo logo whereas before it looked like this it was our own company logo.
-
OK so checked the access and error log for Apache2 and I've pulled the errors for when I loaded the page up from a fresh browser and the line generated in the access log too.
-
Hi Jeffrey, yes I can confirm we are using the correct path: // app_root_url: Root URL used for navigating within the application, or from an email to the application (you can put $SERVER_NAME$ as a placeholder for the server's name) // default: '' 'app_root_url' => 'http://itoptest.uii.com/',
-
So managed to get our system from 2.4 to 2.6.3 and all was good, went to go to 2.7.7 and it mentioned that PHP 7.0 would not be supported after 2.7.7. So rather than update to 2.7.7 I decided to update our version of Ubuntu from 16.04 to 18.04 LTS. The upgrade went fine and and I've made sure that apache is now using PHP7.2. However when I go to our iTop page it has lost its formatting and resembles something from the late 90's. Is there something I need to edit somewhere to fix it?
-
So managed to get our system from 2.4 to 2.6.3 and all was good, went to go to 2.7.7 and it mentioned that PHP 7.0 would not be supported after 2.7.7. So rather than update to 2.7.7 I decided to update our version of Ubuntu from 16.04 to 18.04 LTS. The upgrade went fine and and I've made sure that apache is now using PHP7.2. However when I go to our iTop page it has lost its formatting and resembles something from the late 90's. Is there something I need to edit somewhere to fix it?
-
OK came across this link about itophub and both our itop server and MySQL DB server are clones of our production system, however the server names and IP's have been changed. https://www.itophub.io/wiki/page?id=itop_hub%3Ainstances_identification I've deleted the text file and its generated a new one with a new uuid but it is still not working so I've tried to delete the one on MYSQL server however despite running the command I'm not sure if its actually performed the task as it still doesn't work...
-
app_root_url' => 'http://itop_test.uii.com/' However I think that part is now fixed. The issue I have now is that I can't connect to the iTop Hub, as soon as Iogin even with a new account I get internal error 500
-
OK so I ran the itop toolkit and repaired some errors and that seems to have fixed the broken icon issue. However I'm still unable to connect to the iTop Hub
-
OK so I rant the itop toolkit and repaired some errors and that seems to have fixed the broken icon issue. However I'm still unable to connect to the iTop Hub
-
OK so looked at the path of the broken image and its the following: http://itop_test.uii.comenv-production/itop-config-mgmt/images/business-process.png So its missing the / between the server name and the folder. I'm guessing this needs adding somewhere, question is where? This is the apache site file which worked under 2.4.1 <virtualhost *:80=""> DocumentRoot /var/www/html/itop2.5.1 ServerName itop_test.uii.com <Directory /var/www/html/itop2.5.1 AllowOverride All Options Indexes Multiviews FollowSymlinks...
-
OK so looked at the path of the broken image and its the following: http://itop_test.uii.comenv-production/itop-config-mgmt/images/business-process.png So its missing the / between the server name and the folder. I'm guessing this needs adding somewhere, question is where? This is the apache site file which worked under 2.4.1 <virtualhost *:80=""> DocumentRoot /var/www/html/itop2.5.1 ServerName itop_test.uii.com <Directory /var/www/html/itop2.5.1 AllowOverride All Options Indexes Multiviews FollowSymlinks...
-
OK so looked at the path of the broken image and its the following: http://itop_test.uii.comenv-production/itop-config-mgmt/images/business-process.png So its missing the / between the server name and the folder. I'm guessing this needs adding somewhere, question is where? This is the apache site file which worked under 2.4.1 <virtualhost *:80=""> DocumentRoot /var/www/html/itop2.5.1 ServerName itop_test.uii.com <directory var="" www="" html="" itop2.5.1=""> AllowOverride All Options Indexes Multiviews...
-
We are in the process of upgrading our iTop to version 2.7 from 2.4. We are going to update one version at a time so the first version upgrade was to 2.5. After a few issues with it not copying the conf folder when we upgraded we have finally managed to get it up and running. However there are a couple of issues. Firstly on the welcome screen, the icons under configuration items are now broken. (See attached image). Secondly I wanted to update my extensions via the itophub, however when I click connect...
-
OK so tweaked it as I needed to add the extra user, the idea is we have two people available to choose as Change Manager when Operations is the category. "<![CDATA[SELECT Person WHERE Person.friendlyname = IF(:this->category = 'applications', "James LoCicero", IF(:this->category = 'operations', "Jeffrey Montag")) OR Person.friendlyname = IF(:this->category = 'operations', "Grant Albitz", "Elaine Hines") ]]>" However I get the following error when I go to CM Error: Failed to issue SQL query: query...
-
OK so tweaked it as I needed to add the extra user, the idea is we have two people available to choose as Change Manager when Operations is the category. category = 'applications', "James LoCicero", IF(:this->category = 'operations', "Jeffrey Montag")) OR Person.friendlyname = IF(:this->category = 'operations', "Grant Albitz", "Elaine Hines") ]]> However I get the following error when I go to CM Error: Failed to issue SQL query: query = SELECT COUNT(DISTINCT COALESCE(Person_contact.id, 0), COALESCE(Person_person.id,...
-
Hi Jeffrey, thanks will set this up. I agree it al needs redoing but this is just a quick fix as my superiors are pushing me for it.
-
Hi Jeffrey are you able to show me how to construct the above with the OR command, tried a couple of ways and just get error messages when I open CM. Thanks
-
Hi we have a custom extension created by a previous employee that lets us select 3 different categories and when we do it sets the change manager responsible for that category. As the change manager field is a drop down box I've been asked if we could have two names for the operations group so that we can select either person for the Operations category. I've tried modifying the xml file however what ever I do just causes errors on the CM page after I have re ran setup. Attached is the XML file as...
-
Hi Jeffrey, sorry for the delay. Just found the reference in the data model and it has not changed.
-
Morning, We have a custom extension for the Change Management part of iTop. It changes the categories and also it sets a specific change manager for that category. One of the users who is a change manager has left so I've gone into the .XML file under extensions and change it to there replacement. I saved the file and reran the setup however as the extension is already installed it doesn't seem to update. I also tried changing the .xml file in the env-production folder for the extension and this...
-
On our current iTop server we have started to realise that not all emails going to the iTop help desk are being turned into tickets, upon inspection it seems any emails with Emoji's in them are just stuck in the mailbox. I've seen a few other posts about this but no workaround /fix. Is there a solution (Other than telling people not to use emojis?) We are using iTop 2.4.1 and mail to ticket version 3.0.17
-
Hi Jeffrey, as my last post yes tried it and still no good. I tried running the OpenSSL command with a connection to to outlook.office365.com and on the old server it works but on the new server it fails. I've attached some screenshots of both.
-
Anyone able to help with this please as I'm really struggling to see why its not working. I've even added the novalidate-cert line to no avail.
-
Anyone able to help with this please as I'm really struggling to see why its not working. I've even added the novalidate-cert line to no avail.
-
-
So to add to this whilst I try and find out what has caused the above issue. I turned the new server off and went and started the cron jobs up on the old server. However now when we send emails in they just sit in the inbox and do not get turned into tickets. All Cron jobs are running as before, is there anyway I can check why they are just sitting there and are not been turned into tickets?
-
We have moved our production instance of iTop2.4.1 to a new Ubuntu 16.04 server everything has conected fine except our incoming mailboxes for the ticketing system. Details are all the same as the system on the old server however when I go to mailbox content I get the following message: Failed to initialize the mailbox: phi.handshake_help@favors.com. Reason: Cannot connect to IMAP server: '{outlook.office365.com:993/imap/ssl}', with credentials: 'phi*help@favors.com'/'**' The mailbox is empty Array...
-
OK so yesterday I noticed that on the production instance the apc-emul folder was owned by root however the the same folder on the dev instance was owned by www-data which I'm guessing is why it worked. However today I tried to install another extension on Dev and it now fails with the same error. On inspection of the Dev apc-emul ownership has now changed to root. (See attachment). Any idea what caused it to change to root ownership?
-
Ok so logged into the Webmin dashboard and can see the scheduled CRON jobs do indeed run as Root however teh strange thing is I can upgrade extensions on the Dev instance which sits on the same server. Is there a file that shows what the web server user is so I can compare between production and dev ?
-
As part of our push to upgrade from 2.4 to 2.7 I'm in the process of making sure all our extensions are up to date. However when I try and update the itop-Communication module from 1.0.9 to 1.1.0 using itop Hub I get an error: Warning: unlink(/var/www/html/itop2.4.1/data/cache-production/apc-emul/-itop-2acdb1927c5c4c0360a9c4b65eef3c60-production-dbsearch-cache-006407a74785d88e150711978a12279e): Permission denied in /var/www/html/itop2.4.1/setup/setuputils.class.inc.php on line 630 There are hundreds...
-
As part of our push to upgrade from 2.4 to 2.7 I'm in the process of making sure all our extensions are up to date. However when I try and update the itop-Communication module from 1.0.9 to 1.1.0 using itop Hub I get an error: Warning: unlink(/var/www/html/itop2.4.1/data/cache-production/apc-emul/-itop-2acdb1927c5c4c0360a9c4b65eef3c60-production-dbsearch-cache-006407a74785d88e150711978a12279e): Permission denied in /var/www/html/itop2.4.1/setup/setuputils.class.inc.php on line 630 There are hundreds...
-
That is great info Pierre. One last question would you advise upgrading our dev instance to 2.7 then 3.0 or are we ok to go from 2.4.1 to 3.0 direct once we have upgraded PHP?
-
Hi Pierre, I've read through the versions but for 2.4.1 it only gives the minimum which is PHP 7.0 what I'd like to know is if 7.1 will work with 2.4.1 too?
-
Morning we are looking at upgrading our version of iTop 2.4.1 to the latest version of iTop. We have 2 instances installed on one server the production and the dev. Both of there DB's are on a different server. We want to upgrade our Dev instance first to make sure everything works as expected and we would also like to upgrade it to version 3.0 Beta if that proves successful then we would upgrade our production system to 3.0 once it is officially released. So that brings me to two potential issues....
-
Can we upgrade from 2.4.1 straight to 2.7.1 or do we have to upgrade in stages? Thanks Mark
-
Morning Jeffrey, attached is screen shot of where I'm trying to set the filter, its on New Object Creation for UserRequest. Thanks
-
Hi Jeffrey was thinking you had cracked it but when I click apply I get an error message about query has to be from the UserRequest class. (See attached)
-
We have been testing the portal side of iTop with a few test users and quite a popular thing on the feedback was under open and resolved tickets the ability to see what agent is assigned and the date the ticket is due to expire/completed on the main screen that shows all tickets. Is there a way to select which columns are viewable?
-
Yeah we have a mailbox that external contacts e-mail, if they are not in iTop they get added as a contact with teh organization been set to External. So could you have one notification send where org_id=External and set a rule up on the other one to only send a notification if the org_id is not = to external.
-
OK, what about the senders e-mail? As all out internal customers will have one of 2 domains so could you set a rule up where if the from email is xxxx@test.co.uk or xxxxx@test.com then it ignores one of the new ticket notifications so you would have to set one notification so it ignored those e-mail addresses and the other to only accept those e-mail addresses?
-
We now have two mailboxes on our system for email to ticket. One mailbox is used by our internal users and this works fine. We also have a mailbox that our external customers who use our online ordering system use we have this working with some predefined fields and also have it set to add new customers as contacts. However, when this goes in it uses the existing new ticket trigger/notification I'd like to have another new ticket trigger/notification that only goes to contacts that have e-mailed...
-
I move the status:assigned command to the bottom of the list and that seemed to work.
-
I move the status:assigned command to the bottom of hte list and that seemed to work.
-
I move the status:assigned command to the bottom of hte list and that seemed to work.
-
Is there an ID value for for status?
-
Morning, We have a mailbox setup for a specific type of request, becuase of this we would like to set the default ticket values so that the service; sub servce is set and also would like to assign the ticket automatically. So far if I set the ticket default values too: service_id:Handshake servicesubcategory_id:Handshake Problems team_id:Helpdesk Group agent_id:Test User (Name removed for privacy) This lets tickets come in and in the main screen you can see that the ticket has an agent however the...
-
Hi Pierre, Any ideas on the below?
-
Hi Pierre, I had the notification in test mode but that shouldn't make a difference should it? As you can see from the screen shot attached the From filed just shows the code I entered instead of the e-mail address of the caller_id
-
We currently have our new ticket entered notifications going to our helpdesk e-mail as well as the caller, we then have the from and reply to address set to our helpdesk e-mail, replying to this notification udates the log. Is it possible to set the from field so that it has the user who entered the original ticket in there? Ive tried using SELECT Person WHERE id= :this->caller_id but it did not work. Its not essential but just helps us see who they are off without having to go into the e-mail.
-
We currently have our new ticket entered notifications going to our helpdesk e-mail as well as the caller, we then have the from and reply to address set to our helpdesk e-mail, replying to this notification udates the log. Is it possible to set the from field so that it has the user who entered the original ticket in there? Ive tried using SELECT Person WHERE id= :this->caller_id but it did not work. Its not essential but just helps us see who they are off without having to go into the e-mail.
-
OK so we added /R-([0-9]{6})/ to the title pattern and that seems to have worked, replies now going into the public log. This does lead to another issue though and thats when they reply it updates the log and sends a notification. Now the notification when triggered is set to notify the end user the log has been updated. I know for a fact users are going to get annoyed getting an e-mail every time they reply and the log gets updated. Ideally we want it so when the end user replies or updates the...
-
Hi Jeffrey, we had people replying to the original e-mail so we removed that issue but even when replying to the iTop generated e-mail it seems the first reply was ok but the 2nd reply back from the user would go in as a new ticket and we had the ticket ref in the notification title. We are happy not having this feature however could still do with a way of ignoring any e-mails that do come in with Re: is there a way?
-
For some reason when people reply to the new ticket entered notification majority of the time it creates a new ticket instead of updating the exisiting ticket, is there a way to set Title pattern to ignore e-mails that start with Re: in the subject line?
-
Is there anyway to add a note on the homepage of the portal that can be edited so say we have an outage as it will stop a deluge of tickets coming in
-
Hi Guillaume, Just had the TTR expring warning and there was no recipent in the CC field from the OQL query. If I use the same query in the Ticket Assigned it sends an e-mail to the person who assigns the ticktets manager not the person who the ticket has been assigned to's manager so I don't think ":current_contact_id" is what I need. Is there no way I can pull the 'Persons' Manager data by using the agent_id?
-
We have ITOP installed in the US but we use it in both the US, Canada and the UK, now the coverage window I have setup correctly and it works as expected. However we have three holiday calendars setup for each country in each one we have the state holidays for those specific countries. The issue I have found is you can not assign those holidays to Services like you can the coverage windows. So like today which is independence day in the US its applying this holiday to tickets that are UK and Canada...
-
Hi Guillaume, Here are the screenshots, like I say the part in the To field on its own works and notifies the agent, I came across a thread that listed the code in the CC field for Agents manager but it does not work. I don't mind having just one statement that e-mails both or having to have two statements just so long as both the Agent and there manager get the e-mail notification.
-
We currently have 2 notifications , TTR Expiring and TTR Expired when either notificatications are triggered it sends an e-mail to the Agent Assigned. My manager has asked if we can also send an e-mail to the Agents manager, however I'm unable to get it working, tried using Manager_id but keep getting Error: Unknown attribute manager_id from class UserRequest. Is there any OQL code that will allow me to do this please, so both the agent and there manager gets an e-mail? Thanks
-
I know you can put the list of fields in order but is there a way to line them alongside each other? I.e, instead of Test field1 Test field2 We have Test field1 Test filed2 ? Thanks Mark
-
Morning, We are rolling out the portal that will allow the end users to select the urgency of the ticket, when the ticket comes in if our support team believe the urgency to be incorrect then they will change it. I'd like if possible, a notification to go to the end user to say the urgency category has been changed. I have tried setting it up as entering state and leaving state with the state set to urgency but when I change the category nothing is sent for either. I have the e-mail notification...
-
Perfect found it and all setup so now email to tickets have a default TTO, really appreciate your help with this!
-
That’s great. For now I'll just stick with a service we already have setup and look into that a bit more once we have gone live. Do you know the code for Service subcategory at all for the default ticket values, as mentioned I know Service category is service_id
-
I've had a look and the service_id field covers the service category level but struggling to work out which one I need to use for the service subcategory level, the ones I've tried just stop the email being processed. Also long shot is it possible to create say a service called Other with Sub catergory Other to use for the default ticket values with the default SLA applied, but not have it show up in the Portal as a selectable option, if not I'll just use a service and service subcategory I've already...
-
Hi Vdumas could you let me know how I would set this up please? Thanks
-
Sorry I know this is a bit off topic but we have TTO and TTR SLA's setup now these only get applied when you select a service and sub serivce, which is fine for manual tickets and the portal, however when a ticket comes in thorugh the e-mail to ticket service the service is undefined therefore there is no TTO, is there a way to set a default TTO for tickets that have no service defined?
-
Hi Erwan This is very strange the email hit the inbox at 9:27pm UK time and sat there before being converted to a ticket at 2:20am UK time. Just sent another e-mail and this time it converted after 30 seconds so looks like something has sorted itself out.
-
We have the e-mail to ticket system extension setup using standard mailbox and IMAP and it was working fine converting e-mails to tickets whilst testing but this was with the ITIL ticket system, we have now switched to the Simple ticketing system and now emails just sit in the inbox as New and are not processed into tickets in the helpdesk, the Cron job is running so not sure why its stopped processing, I tried setting it so the ticket class had nothing selected in the mailbox settings however I'm...
-
Email to tickets extension not converting e-mails to tickets
1