Deploying on Linux, Intranet access, Internet access, Translations and more...

ION

Hey guys, new user here. First things first, thank you so much for this wonderful application. REI3 what can I say, It really is amazing, powerful and free as far as I can tell.

I was able to deploy it on a virtual machine, thanks to your documentation. (I work as a Helpdesk executive but I know nothing about programming so your documentation was a lifesaver for me):

Ubuntu Server 24.04 LTS with GUI
PostgreSQL 16.3
pgAdmin 4 v8.10

Everything is running fine in this machine, but I'm having some trouble trying to understand this next points, so I would really appreciate any help you could give me, or just point me in the right direction so I can figure it out somehow. I understand that the scope of your support is only for REI3, so thanks in advance.

How do I enable access to REI 3 for the rest of the Helpdesk team? - I know you have to configure new roles and new users, but what I mean is, how do they open REI3 in their own computers and browsers?
Idk if it's the same as the first question but, How do I enable access to REI 3 for the requestors/users so they can create their own tickets?
Do I need to disable 'read only' for the Operations application if I want to work with the Tickets application?
How do I enable the buttons 'New Ticket, Template and Global Search', for some reason the only one that isn't greyed out is Knowledge base.
Is there any guide to enable email status/change notifications for each service ticket for both, requestors and members of the helpdesk team? Maybe even add notifications through Whatsapp/Telegram/SMS/RCS chats or something like that?

I think once I understand the Operations, Ticket and email notifications, I can find my way to enable Reports, Knowledge base and some other modules that seem interesting.

And last but not least, I want to help with the Spanish localization of REI3, but, as I said before I know nothing about programming so... Is it possible that you guys can provide me with a file that I can open on something like xed or notepad++ (on Windows) and I can go on and add the Spanish translation on each string?

I help translating to Spanish the Floorp Browser, they have this Crowdin|.|com environment where I had to create an account and send a request to be added to the project, so once accepted I just login and start translating.

Sorry for the long entry...

gabriel

Hello and welcome to the forum 🙂

Thank you for your nice words - directly to your questions:

REI3 is a web based application. You will need to make your server accessible to your users. This means that you need to open a port (usually 443) in your servers firewall (if you have one) - this is provided you are in an internal network where everyone can access your REI3 server. If you are running REI3 in the cloud you should talk to an IT professional to secure access. Once people can connect, you should get a SSL certificate for your server so that a trusted connection can be established between your clients and your server. There is no direct answer on how to do that, because it depends on your infrastructure and what you have available. Our company (Lean Softworks) is available for support, should you require it.
The same as 1, like you assumed. The requestors must be able to access your REI3 server and they require REI3 users together with the requestor role (for the Tickets application).
If you mean the "readonly" option in the admin panel/applications - than please DO NOT disable it for ANY application that is not built by you. If you make changes to applications you installed from others (like via the repository), all your changes are gone if there is an update. If you need to change foreign applications (eg. not built by you), you can safely do so, by following the documentation.
You need to assign an organization contact to your login. This is done in the admin panel for each login. If you are unsure how to do it, please look at the help page for the Tickets application (the question mark on the top right when the Tickets app is open). It has a "setup" chapter that explains all required steps.
For email notifications please also refer to the tickets help page. Currently only email notifications as well as notifications inside of REI3 are supported. If you need to send SMS etc., one could build that via API calls, but that´s some effort.

We gladly accept help translating REI3 to other languages. You can download the current language files from here: https://github.com/r3-team/r3/tree/main/www/langs/REPLACE_BY_BUILD

You would then translate a file (like the en_us version) and provide it to us. We would, with your permission of course, then add it to the platform and release it with the next patch release.

ION

Hey Gabriel, thank you for you answer! 😃

Well looks like I still need to work on user, roles, organization contacts and email notifications. I was confused by those red X's on System checks, but now I'll get it back to readonly then, since I installed it from repository.

For now I think I'll stay on the free channel, but I'll look into the Professional Services in the future.

Alright I think I got it, I need to translate what's after de colon ':', once I'm done with the configuration I'll start with the localization.

gabriel

The "System checks" ist part of the Builder - a tool you use when you build your own applications, either completely new or on top of existing applications. It is not used when you install and use pre-existing applications.

Let us know, if you have any more questions 🙂

lsw-fabian

@ION if other users have to logon (without R3 admin rights) please do not forget to disable builder & maintanance mode at first 🙂

ION

Thanks Fabian I'll certainly disable it, full transparency... didn't knew I had to do that 😆

ION

Hey guys, I finally got email notifications working. For some reason didn't want to work with gmail so I changed it to an Outlook account.

But now I got an error when I click the publish button for the new article in the KB, any pointers as to how can I fix it, please?
error: Column 'state" of relation "article' has no value or could not be resolved.

lsw-fabian

ION you were trying to use google for smtp? Did you receive any helpful error? Could you please post your Google SMTP settings (without your credentials oc)

Regarding your lsw_knowledge issue:
I was able to reproduce it - but i need to investiage whats wrong here - it looks like an issue only occuring in new instances.

lsw-fabian

lsw-fabian to go around this issue: you could grant yourself admin rights on lsw_knowledge. I will release an bugfix within the next day.

ION

Hey Fabian sorry for the late reply, I couldn't get on my machine till now.

I just login to my VM to test this work around and as you pointed out, it works once I grant my user admin rights and leave the rest of the roles checks turned off. However when I try to create the new article with the 'permanent article' option On, it shows another error: 'An unexpected error occurred. Please try again.'. It seems that once you turn that switch off you can create the article without problems.

ION

Now about my email config, you are right. I was trying gmail with SMTP. All the attempts failed.

My config:
Name: Gsend
Connector: SMTP (when I try with IMAP config it gives me another error)
Authentication method: Plain
Username: myemail@gmail.com
Pass: *******
Send address: myemail@gmail.com
StartTLS: Turned on
Hostname: smtp.gmail.com
Port: 587

So I just checked the logs and found out the error code, so I went to see what was that about I used this link https://support.google.com/a/answer/3726730?hl=en

When you click on that 'Can't sign in to...' and choose the last option you get more details, what called my attention was that even when you know you have the right credentials, google still denies the access. Also I found somewhere around google documentation I believe (sorry didn't save the link), that this could be because you are trying to log in from an unknown application, device or location, so they suggest to try it again in one week.

lsw-fabian

ION
yes - i found the issue yesterday (1 function created 3 different bugs...) and just have to test it out today. I will let you know when the update is available - with that everything should work as expected.

Sorry for the inconvenience.

Regarding the google configuration: this is very helpful i will try it by myself today.

BR,
Fabian

lsw-fabian

Hi @ION i deployed knowledge v59 today. After the update most of your issues should be fixed.