[otrs]Re: Ticket vanished?
I believe the unarchive should be done manually. Regards El mié, 10 mar 2021 a las 11:02, Bruce Johnson (< john...@pharmacy.arizona.edu>) escribió: > Thanks, I found it searching for archived state; but it’s state is open; > shouldn’t that have un-archived it? When the person re-opened it yesterday > it showed back up in my list of open tickets. The last action in the log > was my sending a reply to them. > > Archive: > This ticket is archived. > Age: > 230 d 0 h > Created: > 07/23/2020 09:24 > State: > open > Locked: > lock > Priority: > 3 normal > Queue: > Raw > > At least this one is about the same subject; we have a few users whose > only means of communicating to us seems to be finding an old ticket in > their mail and replying to it with a new problem ... > > On Mar 10, 2021, at 9:31 AM, Alvaro Cordero wrote: > > Do you have Archive enabled, is the old ticket archived? Are there any > jobs that might have deleted that ticket? > > Regards > > El mié, 10 mar 2021 a las 10:27, Bruce Johnson (< > john...@pharmacy.arizona.edu>) escribió: > >> We’re running OTRS Community edition >> >> I have a long running ticket (which has been closed about 3 times, then >> reopened because the person keeps replying to the email with the ticket ID >> that seems to have simply disappeared from the system. >> >> I got a question from the person yesterday, wrote the answer, and went to >> revisit it this morning and the ticket is just gone. I cannot find it via >> search. >> >> What should my next steps be? >> >> -- >> Bruce Johnson >> University of Arizona >> College of Pharmacy >> Information Technology Group >> >> Institutions do not have opinions, merely customs >> >> >> -- >> ___ >> otrs mailing list -- otrs@lists.otrs.org >> To unsubscribe send an email to otrs-le...@lists.otrs.org >> To manage your subscription or browse the message archive visit: >> https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/ >> > > > -- > > *Alvaro Cordero Retana Consultor de Tecnologias* > *Tel: 22585757 ext 123* > *Email:* alv...@gridshield.net > > -- > ___ > otrs mailing list -- otrs@lists.otrs.org > To unsubscribe send an email to otrs-le...@lists.otrs.org > To manage your subscription or browse the message archive visit: > https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/ > > > -- > Bruce Johnson > University of Arizona > College of Pharmacy > Information Technology Group > > Institutions do not have opinions, merely customs > > > -- > ___ > otrs mailing list -- otrs@lists.otrs.org > To unsubscribe send an email to otrs-le...@lists.otrs.org > To manage your subscription or browse the message archive visit: > https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/ > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net -- ___ otrs mailing list -- otrs@lists.otrs.org To unsubscribe send an email to otrs-le...@lists.otrs.org To manage your subscription or browse the message archive visit: https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/
[otrs]Re: Ticket vanished?
Do you have Archive enabled, is the old ticket archived? Are there any jobs that might have deleted that ticket? Regards El mié, 10 mar 2021 a las 10:27, Bruce Johnson (< john...@pharmacy.arizona.edu>) escribió: > We’re running OTRS Community edition > > I have a long running ticket (which has been closed about 3 times, then > reopened because the person keeps replying to the email with the ticket ID > that seems to have simply disappeared from the system. > > I got a question from the person yesterday, wrote the answer, and went to > revisit it this morning and the ticket is just gone. I cannot find it via > search. > > What should my next steps be? > > -- > Bruce Johnson > University of Arizona > College of Pharmacy > Information Technology Group > > Institutions do not have opinions, merely customs > > > -- > ___ > otrs mailing list -- otrs@lists.otrs.org > To unsubscribe send an email to otrs-le...@lists.otrs.org > To manage your subscription or browse the message archive visit: > https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/ > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net -- ___ otrs mailing list -- otrs@lists.otrs.org To unsubscribe send an email to otrs-le...@lists.otrs.org To manage your subscription or browse the message archive visit: https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/
Re: [otrs] What are the differences between notifications and emails ?
Hello, For notifications to be sent, all otrs jobs must be running (otrs daemon). If it is running, another possible issue is your configuration of the NotificationSenderAddress and NotificationSenderName, if you left it by default it could be something like otrs@localhost or otrs@localdomain and those usually get sent to spam. You also might need to verify if you are using Postfix or another client to deliver your emails and if it is doing it by itself or using a relay. Hope it helps Best Regards El vie, 4 dic 2020 a las 10:51, JAOUEN Egareg () escribió: > Hi all ! > > > > I have several OTRS servers currently working under version 6. All of them > are installed under Fedora OS. > > I am using sendmail to manage the email sending and all is well working. > But I noticed that the notifications are not sent (*or are not received > on our outlook email addresses*). And it would be better if the > notifications can reach my agents… > > > > Yesterday, I have just installed a new OTRS server on another server. I > have not yet installed sendmail and I am not able to send email from a > ticket in OTRS. That is not a bug for the moment. ;-) > > But I received the notifications on my outlook email address about those > failed email attempt. > > > > How is it possible ? How notifications can be sent without sendmail > installed ? Why notifications are not sent when sendmail is correctly > installed and configured to send emails ? > > How can I have both working on all my OTRS servers (v6) ? > > > > Thanks ! > > > > Egareg JAOUEN > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Forwarding a ticket response closes the ticket? Bug or feature?
Hello, For every action there is an option in sysconfig to choose the default state. AgentTicketForward has closed successful as the default state. You can either change your config or be sure to set the current state when doing the action. Best Regards El mar., 14 jul. 2020 a las 10:54, Bruce Johnson (< john...@pharmacy.arizona.edu>) escribió: > I don’t recall this happening in the past, but I occasionally forward a > response or question from a ticket to another email address; when I did > this today, the ticket was closed in both instances, which was not what I > wanted. > > We’re running the current version: > > PRODUCT = OTRS > VERSION = 6.0.28 > BUILDDATE = Wed Apr 8 20:40:29 CEST 2020 > BUILDHOST = otrsbuild.otrs.com > > IS this a bug or a feature? If feature, can it be turned off, I did not > want to close the ticket. It’s likely that I hadn’t done this since the > last update. > > -- > Bruce Johnson > University of Arizona > College of Pharmacy > Information Technology Group > > Institutions do not have opinions, merely customs > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Create a new environment variable using LDAP parameters
Hello, there is a configuration of dynamic field to CustomerMap where you
can set Customer Information from LDAP resource into dynamic fields and get
those assigned and shown in tickets, that way you don't need to modify
anything, just create the dynamic fields, map the configuration and set
them into Config.pm in the order you want to show.
Best Regards.
El jue., 14 may. 2020 a las 9:11, Alexis HAUSER (<
alexis.hau...@imt-atlantique.fr>) escribió:
> Hi,
>
>
> I found out that it was possible to modify Layout.pm to create a new
> environment variable.
>
> For example, it's possible to create a new variable called "New Variable" :
> $Self->{NewVariable} = $ConfigObject->Get('DefaultTheme');
>
> And call it inside a .tt template file using :
> [% Env('NewVariable') %]
>
> I would like to get a LDAP parameters to define it there, in the Layout.pm
> This parameter is defined in Config.pm as "UserEntity", which is actually
> a parameter in our LDAP that we display on a ticket. What should I do to
> create a new variable containing it's value ?
> It seems it's not contained inside a ConfigObject but somewhere else...
>
>
> Regards
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
>
--
*Alvaro Cordero RetanaConsultor de Tecnologias*
*Tel: 22585757 ext 123*
*Email:* alv...@gridshield.net
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Re: [otrs] OTRS 5: CustomerID still the email after customer creation
Hello, Customer Information entered is shown as everytime you zoom into the ticket it looks into the database for that info, but the CustomerId and the customerLogin information is set into the ticket and will not be updated until you do some action that calls a customer update, there are some settings where you can see what actions do that for you. I believe sending and answer will do it. Best Regards. El jue., 2 abr. 2020 a las 8:43, Seifert, Hagen () escribió: > Hello. > > > > The following case: A ticket is created from an email. The sender is still > not known to us. The CustomerID field then has the value of the email > address, the customer information area is empty. Now we create the customer > under the corresponding company. The customer information is immediately > displayed correctly in the ticket. However, the CustomerID field still has > the value of the email address. Is that a bug? > > > > > > Freundliche Grüße / Best regards > Hagen Seifert > _ > Prozesse und Methoden > > Phone: +49-7031-4913-34 > Fax: +49-7031-4913-55 > Mail: *h.seif...@ssc-services.de * > SIP: *h.seif...@ssc-services.de* > *http://www.ssc-services.de <http://www.ssc-services.de/>* > > SSC-Services GmbH > Herrenberger Straße 56 > 71034 Böblingen > > Geschäftsführer/Managing Director: Matthias Stroezel, Tobias Rohde > Sitz/Domicile: Böblingen > Registergericht/Court of Registry: Stuttgart > HRB-Nr./ Commercial Register No. 21439 > _ > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Tickets By Customer with Customized Fields
Hello Moises, there are various ways of accomplishing what you said, one would be using ACLs based on Customer ID to filter Types and/or priorities, to add a dynamic field on regular forms its simple, but then you cannot hide/show it based on customer ids. Then I would try using Processes to create specific forms, that can be used only by those allowed customers, the ones that can have additional Fields or specific types and/or Priorities. Best Regards El lun., 3 feb. 2020 a las 14:01, Moises Silva () escribió: > Hi Everyone, > > I need to customize tickets by specific customer, but I don´t if > possible in OTRS. > Example: > For all customer I have 4 types on the ticket (tp1, tp2, tp3, tp4), > but for specific customer I need to included the specific type and included > the others 4 (tp1, tp2, tp3, tp4, tp5) > When I select the tp5, then we need to change the content on priority, > only to list p5-1, p5-2 and enable the new dynamic field (TEXT FIELD) with > the name TXNEWFIELD. >Is there someone that pass for this situation that can help me? > > Thanks, > Moises > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Change priority by founding a keyword in text part of a new article ?
I think that works well with the postmaster Filters, there is an example in the Admin Manual, You can use a regular expression in the Filter to find the value you are looking for and then you can either use what you found to be set into a field (dynamicField), etc or having found the value, set attributes into tickets such as SLA, Service, Priority etc. Regards El mié., 15 ene. 2020 a las 2:46, JAOUEN Egareg () escribió: > Hi all, > > > > My agents would like to know if it is possible to use a keyword in the > text of an email to create a new ticket with high priority. > > For the moment, all the new tickets have the default priority set on > creation. But some customers want to have a way to notify a kind of > priority/gravity. Is it possible to use a template email or a keyword and > configure the OTRS behavior to set the priority to a high level where the > keyword is found in the email body ? > > > > I tried with the Generic Agent and set the parameters as follow : > > - Event Base Execution (single ticket) : Ticket – TicketCreate > > - Select Tickets : Text = #high# > > - Update/Add Ticket Attributes : Set new priority = 5 very high > > > > I sent some emails to test that and I can see in the log that the generic > agent is well launched after each email reception, but the priority is not > set to 5 – very high, despite the search of the #high# keyword brings me > all the new tickets I sent for test. The priority remains on the default > value. > > > > Can anyone help me ? > > > > > > *Egareg JAOUEN* > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] create two tickets instead of one
Hello, You can achieve that by creating PostMaster Filters for each account and setting some attributes to the ticket when it is created. I believe it should work by default anyway, but if you want that to happen and it does not, then try with the postmaster filter. Few months Ago, my team and I struggled for a while trying to actually avoid that behaviour, and all was set in the postmaster filters. El mié., 15 ene. 2020 a las 4:06, Christoph Litauer () escribió: > Hi, using 5.0.39. > > When someone sends a request to 2 mail addresses connected to PostMaster > Mail Accounts, otrs creates only one ticket in one queue. As the request > must be handled by two different teams in different ways I need to be > created a new ticket for each mail address in the corresponding queue. Is > it possible? > > -- > Kind regards > Christoph > _ > Uni Koblenz, Computing Centre, Office A 022 > Postfach 201602, 56016 Koblenz > Fon: +49 261 287-1311, Fax: -100 1311 > > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] LDAP Lookup for Ticket Content
Hello, With OTRS 5, 6 and etc you can sync groups or roles from LDAP, so when Agent logs in it checks LDAP groups and assigns corresponding OTRS Roles or Groups as required. Best Regards. El lun., 11 nov. 2019 a las 6:26, Arpita Barman () escribió: > I am using ORTS version 5 . Where agents are not part of any primary > group. I too require to assign agents a primary group where roles and > duties are as group policies . > > Pls confirm if the latest OTRS Version 7 have this features. > Regards > > ( Arpita Barman) > Senior Technical Director and HOD( Bhawan Network Coordination and NIC > Service Desk) > National Informatics Centre > Ministry of Electronics and Information Technology > A4B3 , NIC HQ, A-Block, C G O Complex ,Lodhi Road, New Delhi > Contact no 24305400 , Mobile 9810218079 > > -- > *From: *afm...@gmail.com > *To: *otrs@lists.otrs.org > *Sent: *Saturday, November 9, 2019 8:26:47 PM > *Subject: *[otrs] LDAP Lookup for Ticket Content > > Hi All, > I am looking for a very specific feature/plugin for LDAP lookup. > > If I understand correctly OTRS is using something like > https://metacpan.org/pod/distribution/perl-ldap/lib/Net/LDAP.pod for the > LDAP auth ? > > Which seems to have the ability to meet my requirements. > > What I would like to do, is an ldap search to query the members of a > Group. (Much like it already does for Customer or Agent auth.) > > I would like to list those members in a ticket, somehow and send them out > as a notification. > > Would someone be able to help guide in me the right direction to solve > this? > > Many thanks > Ant. > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > <http://gandhi.gov.in> > > *Disclaimer:* > > This e-mail and its attachments may contain official Indian Government > information. If you are not the intended recipient, please notify the > sender immediately and delete this e-mail. Any dissemination or use of this > information by a person other than the intended recipient is unauthorized. > The responsibility lies with the recipient to check this email and any > attachment for the presence of viruses. > ----- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] OTRS 6 LDAP Auth
Hello Nick, for each backend you configure, it is needed to also configure
the maping section for the agents to be created in the OTRS Database.
It seems you did not create the mapping part.
Regards
El mar., 20 ago. 2019 a las 16:31, Nick Bright ()
escribió:
> Greetings,
>
> I'm setting up an OTRS 6 installation on CentOS 7, with the latest
> version of OTRS (installed today). OS is fully updated.
>
> Following the documentation at
>
> https://doc.otrs.com/doc/manual/admin/6.0/en/html/external-backends.html#agent-auth-backend-ldap
> I was able to configure OTRS to authenticate and successfully log in on
> the primary domain that I want to use (Windows AD back ends).
>
> I added a second domain by adding "1" to the end of the AuthModule and
> AuthSyncModule clauses, but I'm getting an error when trying to log in
> with a user on that domain stating "Authentication succeeded, but no
> user data record is found in the database." In /var/log/messages the
> error is OTRS-CGI-99[14435]:
> [Error][Kernel::System::User::UserLookup][Line:969]: No UserID found for
> 'username'!
>
> I suspect (hope) there's just some silly configuration error I'm not
> seeing.
>
> $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
> $Self->{'AuthModule::LDAP::Host'} = '10.0.0.2';
> $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=DOMAIN01,DC=local';
> $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';
> $Self->{'AuthModule::LDAP::SearchUserDN'} = 'otrs@DOMAIN01.local';
> $Self->{'AuthModule::LDAP::SearchUserPw'} ='PASSWORD';
> $Self->{'AuthModule::LDAP::AlwaysFilter'} = '';
> $Self->{'AuthModule::Radius::Die'} = 1;
> $Self->{'AuthModule::LDAP::Params'} = {port => 389, timeout => 120,
> async => 0, version => 3,};
> $Self->{'AuthModule::UseSyncBackend'} = 'AuthSyncBackend';
> $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
> $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://10.0.0.2/';
> $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'DC=DOMAIN01,DC=local';
> $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
> $Self->{'AuthSyncModule::LDAP::SearchUserDN'} =
> 'otrsauth@DOMAIN01.local';
> $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'PASSWORD';
> $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {UserFirstname =>
> 'givenName', UserLastname => 'sn', UserEmail => 'mail',};
> $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = ['users',];
> # SECONDARY SERVER
> $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP';
> $Self->{'AuthModule::LDAP::Host1'} = '192.168.0.2';
> $Self->{'AuthModule::LDAP::BaseDN1'} = 'DC=DOMAIN02,DC=local';
> $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName';
> $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'otrs@DOMAIN02.local';
> $Self->{'AuthModule::LDAP::SearchUserPw1'} ='PASSWORD';
> $Self->{'AuthModule::LDAP::AlwaysFilter1'} = '';
> $Self->{'AuthModule::LDAP::Params1'} = {port => 389, timeout =>
> 120, async => 0, version => 3,};
> $Self->{'AuthModule::UseSyncBackend1'} = 'AuthSyncBackend';
> $Self->{'AuthSyncModule1'} = 'Kernel::System::Auth::Sync::LDAP';
> $Self->{'AuthSyncModule::LDAP::Host1'} = 'ldap://192.168.0.2/';
> $Self->{'AuthSyncModule::LDAP::BaseDN1'} = 'DC=DOMAIN02,DC=local';
> $Self->{'AuthSyncModule::LDAP::UID1'} = 'sAMAccountName';
> $Self->{'AuthSyncModule::LDAP::SearchUserDN1'} =
> 'otrsauth@DOMAIN02.local';
> $Self->{'AuthSyncModule::LDAP::SearchUserPw1'} = 'PASSWORD';
> $Self->{'AuthSyncModule::LDAP::UserSyncMap1'} = {UserFirstname =>
> 'givenName', UserLastname => 'sn', UserEmail => 'mail',};
> $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups1'} = ['users',];
>
> --
> ---
> - Nick Bright-
> - Vice President of Technology -
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>
--
*Alvaro Cordero RetanaConsultor de Tecnologias*
*Tel: 22585757 ext 123*
*Email:* alv...@gridshield.net
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Re: [otrs] Answering to a Customer who opened a Process Ticket
Hello, Alex, thanks for answering. I've already been there and all the actions are enabled. I noticed as Gerald mentioned before, if the process is requested by a customer, it can be answered, but if an agent creates the process for the customer, it cannot be used to answer to the customer. Knowing that, I believe I can work on an strategy with my customer to work that around. Best Regards. El lun., 27 may. 2019 a las 0:27, Alexis HAUSER (< alexis.hau...@imt-atlantique.fr>) escribió: > Hi, > Maybe what you're looking for is located in System Configuration (in the > admin menu) : Ticket::Frontend::Article::Actions > > Regards > > > ---------- > *De: *"Alvaro Cordero" > *À: *"otrs" > *Envoyé: *Dimanche 26 Mai 2019 00:29:02 > *Objet: *Re: [otrs] Answering to a Customer who opened a Process Ticket > > Thanks Gerald, in fact it allows to reply when a customer opens the > ticket at customer interface, if it is opened by an agent at Agent > interface it only allows a note reply. > > Regards > > Regards > > El sáb., 25 may. 2019 4:08 p. m., Gerald Young > escribió: > >> I believe if you indicate the article is from customer, you should be >> able to reply. >> >> On Fri, May 24, 2019, 12:34 PM Alvaro Cordero >> wrote: >> >>> Hello, >>> Previously in OTRs there was an option (article type) of otrs-web for >>> articles when creating a Process Ticket and it was possible to reply to the >>> customer via email as on a regular Email o Phone Article, but now there are >>> only OTRS which is an internal Note and does not allow an email replay and >>> Phone which is confusing for users who are creating cases via customer >>> panel or even for agents using their agent front end. >>> >>> Is there any simple way of enabling article other communication channels >>> for articles created via Process Ticket? >>> >>> Best Regards >>> -- >>> >>> *Alvaro Cordero RetanaConsultor de Tecnologias* >>> *Tel: 22585757 ext 123* >>> *Email:* alv...@gridshield.net >>> >>> - >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >>> >> - >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Answering to a Customer who opened a Process Ticket
Thanks Gerald, in fact it allows to reply when a customer opens the ticket at customer interface, if it is opened by an agent at Agent interface it only allows a note reply. Regards Regards El sáb., 25 may. 2019 4:08 p. m., Gerald Young escribió: > I believe if you indicate the article is from customer, you should be able > to reply. > > On Fri, May 24, 2019, 12:34 PM Alvaro Cordero > wrote: > >> Hello, >> >> Previously in OTRs there was an option (article type) of otrs-web for >> articles when creating a Process Ticket and it was possible to reply to the >> customer via email as on a regular Email o Phone Article, but now there are >> only OTRS which is an internal Note and does not allow an email replay and >> Phone which is confusing for users who are creating cases via customer >> panel or even for agents using their agent front end. >> >> Is there any simple way of enabling article other communication channels >> for articles created via Process Ticket? >> >> Best Regards >> -- >> >> *Alvaro Cordero RetanaConsultor de Tecnologias* >> *Tel: 22585757 ext 123* >> *Email:* alv...@gridshield.net >> >> - >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
[otrs] Answering to a Customer who opened a Process Ticket
Hello, Previously in OTRs there was an option (article type) of otrs-web for articles when creating a Process Ticket and it was possible to reply to the customer via email as on a regular Email o Phone Article, but now there are only OTRS which is an internal Note and does not allow an email replay and Phone which is confusing for users who are creating cases via customer panel or even for agents using their agent front end. Is there any simple way of enabling article other communication channels for articles created via Process Ticket? Best Regards -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] OTRS6 - Signature by user or group
You are correct, I confused concepts, for agents you can extend the mapping and I believe add the fields to the users table. Regards El vie., 12 abr. 2019 8:42 a. m., Alexis HAUSER < alexis.hau...@imt-atlantique.fr> escribió: > Yes, thank you, I already did that for other things, but is it is for > customers, right ? I would like to do it for agents. > Regards > > > ------ > *De: *"Alvaro Cordero" > *À: *"otrs" > *Envoyé: *Vendredi 12 Avril 2019 15:45:08 > *Objet: *Re: [otrs] OTRS6 - Signature by user or group > > Hello There is a setting called dynamic FieldFromCustomerUser, where you > can add a maping of those in sysconfig. You need also to add the mapping > into config.pm. > > Also enable the module to set those values at ticket create and at > customer update. > > Regards > > El vie., 12 abr. 2019 6:18 a. m., Alexis HAUSER < > alexis.hau...@imt-atlantique.fr> escribió: > >> Thanks for your reply. >> >> I've already succeeded doing that using the phone number and filling it >> with any value, then adding it to a signature using the >> However, I don't know how to create a new attribute to an agent and >> automatically fill it with LDAP values. Do you have any ideas ? Some >> dynamic fields may be used for that ? >> >> Regards, >> Alexis >> >> >> >> -- >> *De: *"Julius Dittmar" >> *À: *"otrs" >> *Envoyé: *Vendredi 12 Avril 2019 11:33:38 >> *Objet: *Re: [otrs] OTRS6 - Signature by user or group >> >> Hi Alexis, >> >> signatures can contain variables that will be filled in when the mail is >> actually created, for example for the name of the agent. Perhaps by >> combining custom entries for agent data and those variables in the >> signature data you might be able to have OTRS create a fitting signature. >> >> HTH, >> Julius >> >> Am 12.04.19 um 09:20 schrieb Alexis HAUSER: >> > Hi, >> > That would be only for a group or single agent attached to a queue, >> > right ? But in that case you would have to create a queue per agent ? >> > Isn't there a better way for single agent ? >> > >> > Regards >> > Alexis >> > >> > >> > >> > >> > >> > *De: *"Gerald Young" >> > *À: *"otrs" >> > *Envoyé: *Jeudi 4 Avril 2019 14:43:54 >> > *Objet: *Re: [otrs] OTRS6 - Signature by user or group >> > >> > Since those are both attached to a queue, put the affected ticket in >> > that queue. >> > >> > On Thu, Apr 4, 2019 at 5:30 AM Ml Ml > > <mailto:mliebher...@googlemail.com>> wrote: >> > >> > Hello, >> > >> > can i set a signature by user or group in OTRS 6? >> > >> > Thanks, >> > Mario >> > >> - >> > OTRS mailing list: otrs - Webpage: http://otrs.org/ >> > Archive: http://lists.otrs.org/pipermail/otrs >> > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> > >> > >> > - >> > OTRS mailing list: otrs - Webpage: http://otrs.org/ >> > Archive: http://lists.otrs.org/pipermail/otrs >> > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> > >> > - >> > OTRS mailing list: otrs - Webpage: http://otrs.org/ >> > Archive: http://lists.otrs.org/pipermail/otrs >> > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> >> - >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> - >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Agent Roles visible ?
Hello, There si none for regular agents, but as admin when you are seeing agent configuration it shows a table called effective permissions, that show the user privileges. Regards El vie., 8 mar. 2019 a las 7:46, Bruno Cardon () escribió: > Dear All, > > > Is there an option / variable available somewhere to show the agents roles > in, let say the preferences - so the agent can see what roles he has ? > > > Kind regards. > > > *Bruno Cardon* > Afdeling Gebruikersondersteuning > Directie Informatie-en communicatietechnologie > Campus Sterre > Krijgslaan 281, Gebouw S9 - 9000 Gent > +32 9 264 85.82 > E-maildisclaimer <http://helpdesk.ugent.be/e-maildisclaimer.php> > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
[otrs] Fail to update DB to 6
Hello, I am running a migration process of an OTRS 5.0.30 to OTRS 6.0.12 on CentOS 7 with MariaDB and during DB-Migrate-to-6 execution I get the following error. The first time I ran, it told me there were some orphaned articles and some orphaned tags and asked to delete them. I tried reloading the original Database and those orphaned messages disappeared but It keeps giving the error. Step 29 of 42: Post changes on article related tables ... [Fri Nov 2 21:07:29 2018] DBUpdate-to-6.pl: DBD::mysql::db do failed: Cannot add or update a child row: a foreign key constraint fails (`otrs`.`#sql-955_4c109`, CONSTRAINT `FK_article_data_mime_create_by_id` FOREIGN KEY (`create_by`) REFERENCES `users` (`id`)) at /opt/otrs/Kernel/System/DB.pm line 470. ERROR: OTRS-otrs.Console.pl-Maint::Database::Check-1 Perl: 5.16.3 OS: linux Time: Fri Nov 2 21:07:29 2018 Message: Cannot add or update a child row: a foreign key constraint fails (`otrs`.`#sql-955_4c109`, CONSTRAINT `FK_article_data_mime_create_by_id` FOREIGN KEY (`create_by`) REFERENCES `users` (`id`)), SQL: 'EXECUTE FKStatement' Traceback (123074): Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBString Line: 394 Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBArray Line: 342 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::_UpdateArticleDataMimeTable Line: 286 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::Run Line: 52 Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157 Module: scripts::DBUpdateTo6::Run Line: 69 Module: scripts/DBUpdate-to-6.pl Line: 87 ERROR: OTRS-otrs.Console.pl-Maint::Database::Check-1 Perl: 5.16.3 OS: linux Time: Fri Nov 2 21:07:29 2018 Message: Error during execution of 'EXECUTE FKStatement'! Traceback (123074): Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBString Line: 397 Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBArray Line: 342 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::_UpdateArticleDataMimeTable Line: 286 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::Run Line: 52 Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157 Module: scripts::DBUpdateTo6::Run Line: 69 Module: scripts/DBUpdate-to-6.pl Line: 87 Not possible to complete migration, check previous messages for more information. -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Ticket Process do not add attachments
Hello Roy, Thank you. I'll check the next release Regards. El mié., 22 ago. 2018 a las 22:37, Roy Kaldung () escribió: > Hi Alvaro, > > > On Aug 23, 2018, at 12:55 AM, Alvaro Cordero > wrote: > > > > I found out that when creating a Ticket Process or using any of the AD, > even if I can choose an attachment it does not get attached to the Ticket. > I can use a regular note screen and add attachments. > > > > Should be fixed in the next patch level. See > https://bugs.otrs.org/show_bug.cgi?id=14014 and > https://github.com/OTRS/otrs/blob/rel-6_0/CHANGES.md > > - Roy > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] How to add Dynamicfields to Tickets recived through mail
Hello, Please check your regular expression, since you mention you hace all the values on you dropbox, the first candidate to fail is the regex. You can test it on regexpal <https://www.regexpal.com/> Remember to also consider if your email is plain text or Rich Text, you regex will depend on that. Can you share the regex you are using and an example of the text where the value comes in? Regards 2018-08-01 17:08 GMT-06:00 Nick Bright : > I'm using this mechanism to set some dynamic fields in OTRS 3.3. I wanted > to use statistics on the field and found I couldn't do this with a "Text" > area. I re-built my dynamic field as a "Dropdown" type, and populated it > with the value domain (which is emailed from a form using a dropdown - so > it will be a 1:1 match). > > When importing the email ticket, the postmaster filter is setting the data > into the "Referral Reason" field, but it doesn't seem to be doing so as a > 'dropdown' type, in that I can't search or report on the items which have > been populated in this way (though they ARE populated). > > If I manually create a ticket, and specify the data in the dropdown, it > DOES work for searches and reports. > > Do I need to do something different in the "Set Email Headers" box to > somehow flag the data as being 'dropdown' data instead of 'text' data? > > > On 5/10/2018 11:32 AM, Alvaro Cordero wrote: > > Hello Karlos, to do that you need to create a Postmaster Filter and using > regular expressions you can find the certain content into the ticket body > or subject and set the dynamic Field. > > An example is in the attached image. > > > > > Another option is that the value of the DF does not depend on some part of > the email, but on the sender, the queue or something else, then you can do > a generic agent that looks for those tickets and assign the DF Values. > > Best Regards > > 2018-05-10 9:33 GMT-06:00 Karlos Jelez : > >> Hi guys, >> >> I did enable Dynamic fieds in ViewPhone and Ticket email, both of theme >> when agent start the ticket. >> My question is how to add Dynamicfields to Tickets recived through mail? >> >> Thanks a lot >> >> Karlos >> >> >> --------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> >> > > > -- > > *Alvaro Cordero Retana Consultor de Tecnologias* > *Tel: 22585757 ext 123* > *Email:* alv...@gridshield.net > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > -- > --- > - Nick Bright- > - Vice President of Technology - > - Valnet -=- We Connect You -=- - > - Tel 888-332-1616 x 315 / Fax 620-331-0789 - > - Web http://www.valnet.net/ - > --- > - Are your files safe?- > - Valnet Vault - Secure Cloud Backup - > - More information & 30 day free trial at - > - http://www.valnet.net/services/valnet-vault - > --- > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
[otrs] Error after updating OTRS 6.0.8 from 5.0.23
Hello, Recently I upgraded OTRS to latest from a previous OTRS 5.23. Everything seemed to go fine and easy, but now I am doing some tests and after I create a Ticket I get an Internal Server Error and the following message [Fri Jun 15 10:43:02.953674 2018] [:error] [pid 9867] Can't locate object method "ArticleContentIndex" via package "Kernel::System::Ticket" at /opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 729.\n Ticket gets created and it is shown in the Dashboard, but cannot access it. Has anyone seen this before. I am running OTRS 6.0.8 on CentOS 7 with Mysql. Currently a test system with less than 100 tickets, I ran a Ticket Delete Process and reset Ticket Counter.log. I looked in another system with OTRS 5 and it does have a reference to that method into TIcket Modules. Regards -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Statistics with text dyanmic field
What version of OTRS are you using? As per my experience you just add your Dynamic Field and as soon as it is used you can find it in stats. In other forums, there is a mention that some guy was using Article Dynamic Fields, are you sure you are creating Ticket Dynamic Fields and not other types of fields. https://forums.otterhub.org/viewtopic.php?t=19480 Regards. 2018-06-12 13:30 GMT-06:00 Nick Bright : > On 6/12/2018 1:02 PM, Alvaro Cordero wrote: > >> Hello Nick, it is posible, it should be as simple as creating a new stat >> of object TicketAccumulation and use your Dynamic Fields as Filters or as >> Columns. >> > As I said in my OP, no such column filter is available; that's what I'm > asking for help with. > > I suspect that I've missed a SysConfig parameter somewhere, or something. > > > -- > --- > - Nick Bright- > - Vice President of Technology - > - Valnet -=- We Connect You -=- - > - Tel 888-332-1616 x 315 / Fax 620-331-0789 - > - Web http://www.valnet.net/ - > --- > - Are your files safe?- > - Valnet Vault - Secure Cloud Backup - > - More information & 30 day free trial at - > - http://www.valnet.net/services/valnet-vault - > --- > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Statistics with text dyanmic field
Hello Nick, it is posible, it should be as simple as creating a new stat of object TicketAccumulation and use your Dynamic Fields as Filters or as Columns. Regards 2018-06-12 11:44 GMT-06:00 Nick Bright : > On 6/7/2018 5:04 PM, Nick Bright wrote: > >> Greetings, >> >> I've added some dynamic fields to my tickets which come in from email. >> These match a header in the email, then place that text string into the >> dynamic field based on the header name. This data is then displayed on the >> Ticket Information panel. >> >> I would like to take this a step further, and produce a statistics report >> that would collate how many tickets have each unique string value. The >> string values are a specific value domain (representing 'referral reason'). >> Thus I would like to know in statistics, how many tickets were "Reason #1", >> how many were "Reason #2" and so on (within the framework of the other >> parameters, such as dates, queues, etc). >> >> So far, I have only been able to find information stating "you can use >> dynamic fields with stats" and "they just show up", but my fields are not >> just "showing up". >> >> What further configuration is required to utilize these fields? >> >> Thank you, >> >> Is it simply not possible to use a text field for this purpose, hence no > replies? > > > -- > --- > - Nick Bright- > - Vice President of Technology - > - Valnet -=- We Connect You -=- - > - Tel 888-332-1616 x 315 / Fax 620-331-0789 - > - Web http://www.valnet.net/ - > --- > - Are your files safe?- > - Valnet Vault - Secure Cloud Backup - > - More information & 30 day free trial at - > - http://www.valnet.net/services/valnet-vault - > --- > > ----- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Queue permissions
Hello Danny, You should check if there is any ACL that prevents ticket creation on specific queues, Gerald said, with that set of permissions you should be able to create tickets on any queue belonging to callcenter. Regards. 2018-06-09 21:45 GMT-06:00 Danny Josue Duran Calderon < danny.du...@telecablecr.com>: > Hello,hope you can help me. > > > > Recently I recieve an administration of one OTRS already installed, which > have some configurations that I can´t understand. > > > > For example, in new ticket we just can create ticket in one unique queue > and I would like to create tickets in all the queues and it seems not to be > a permissions issue. > > > > I have two groups (users 1, users2). Users1 have the same permissions of > Users2 however Users2 does not have the permissions of Users1, also I have > some queues (QueueA, QueueB, QueueC, QueueD), all this config without role > assignment. Queues A and B belongs to Users1 and Queues C and D belongs to > Users2. Basically this is the config I have however all the agent no matter > wich group belongs just can create tickets in Queue D, wich belongs to > Users2. > > > > Leave some examples: > > > > Queues: > > > > https://tinyurl.com/yc47b8er > > > > Permissions of my user: > > > > https://tinyurl.com/y9f6bc5p > > > > And just appear this queue to create tickets: > > > > https://tinyurl.com/y7synuqw > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] OTRS 6 - SMTP Settings and POP3 Settings
Hello, There are two places to configure email. 1. Core::Email where you configure sendmail commands and application 2. PostMaster Mail Accounts Where you configure third party email management like gmail, Office365, etc Regards 2018-05-10 12:50 GMT-06:00 Johnnie Rucker <jruc...@encoreglobalsolutions.com >: > Hello Community, > > > > We just upgraded to OTRS6 and can not find the SMTP settings in the > Admin. We setup an email account and queue but are getting the error below > - we can connect to pop.gmail. Is anyone familiar with how to resolve this > issue? Please help. > > > > > > Backend ERROR: OTRS-CGI-74 Perl: 5.16.3 OS: linux Time: Thu May 10 > 14:49:10 2018 > > > > Message: CommunicationLog(ID:11,AccountType:-,AccountID:-, > Direction:Incoming,Transport:Email,ObjectLogType: > Connection,ObjectLogID:11)::Kernel::System::MailAccount::POP3 => POP3: > Can't connect to pop.gmail.com > > > > RemoteAddress: 208.73.160.46 > > RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction= > Run;ID=2;ChallengeToken=2KyJmTzqguncODQIGFqM8A5okDJ7e0nb; > > > > Traceback (23910): > >Module: Kernel::System::CommunicationLog::_LogError Line: 538 > >Module: Kernel::System::CommunicationLog::ObjectLog Line: 300 > >Module: Kernel::System::MailAccount::POP3::Fetch Line: 197 > >Module: Kernel::System::MailAccount::MailAccountFetch Line: 566 > >Module: Kernel::Modules::AdminMailAccount::Run Line: 76 > >Module: Kernel::System::Web::InterfaceAgent::Run Line: 1116 > >Module: /opt/otrs/bin/cgi-bin/index.pl Line: 40 > > > > > > root@otrs.encoreglobalsolutions:/etc/mail$ telnet pop.gmail.com 995 > > Trying 74.125.141.108... > > Connected to pop.gmail.com. > > Escape character is '^]'. > > ^CConnection closed by foreign host. > > > > Thank You, > > > > Johnnie Rucker > > General Manager > > http://encoreglobalsolutions.com/ > > > > --------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] How to add Dynamicfields to Tickets recived through mail
Hello Karlos, to do that you need to create a Postmaster Filter and using regular expressions you can find the certain content into the ticket body or subject and set the dynamic Field. An example is in the attached image. Another option is that the value of the DF does not depend on some part of the email, but on the sender, the queue or something else, then you can do a generic agent that looks for those tickets and assign the DF Values. Best Regards 2018-05-10 9:33 GMT-06:00 Karlos Jelez <otrs...@gmail.com>: > Hi guys, > > I did enable Dynamic fieds in ViewPhone and Ticket email, both of theme > when agent start the ticket. > My question is how to add Dynamicfields to Tickets recived through mail? > > Thanks a lot > > Karlos > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Subject some times it has ticket number, some times it doesnt
Hello Karlos, that usually happens when your system receives a new email and the original ticket is closed and queue setting is to create a new ticket. In that case it creates a new one with reference to the old ticket in the subject and from there it will be part of the subject unless someone edits it. The other ones refer to regular tickets with a normal subject, if you see all the ones with the ticket number are referring a reply email. To know if there is such config, look into the option FollowUP in your queue settings, it should be set to "new ticket" Best Regards 2018-05-10 7:17 GMT-06:00 Karlos Jelez <otrs...@gmail.com>: > Hi guys > I am testing OTRS 5.0.27. > All is running ok, however I found the subject some times it has the > ticket number, some times it does not in the received automatic > notification. > As you can see in the atached image, 3 tickets have ticket number but 1 > (the last one) does not. > Any ideas about the solution? > Thanks a lot. > Karlos > > > > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Customer FullTextSearch
Hello, According to the description Full Text Search corresponds with the second section of the search screen for Customer Interface. You can full text search using wildcards or regular expressions on any of the fileds From, To, Subject, Text. 2018-05-07 13:00 GMT-06:00 Gökhan Öner <gokhano...@sabanciuniv.edu>: > Hi all, > > Is there a way to make a full text search from Customer interface? We are > using it at agent side but couldn't find how to use it on Customer > interface. > > Regards. > > > *Gökhan Öner* > Information Technology > Sabancı University > gokhano...@sabanciuniv.edu <e%3agokhano...@sabanciuniv.edu> > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Strange error
Hello That means that you either disabled , removed or renamed the Pending Reminder state, and there are some config sections where it is set, for example your pending screen. You should change the config or put the original pending reminder state back. Regards 2017-12-06 6:20 GMT-06:00 Edson Richter <edsonrich...@hotmail.com>: > Hi! > > > > How can I fix this error? I’ve googled around, but none of the documents > I’ve found gave me a clue: > > > > ERROR: OTRS-CGI-46 Perl: 5.16.3 OS: linux Time: Wed Dec 6 10:17:39 2017 > > > > Message: No State for pending reminder found! > > > > RemoteAddress: xxx.xxx.xxx.xxx > > RequestURI: /otrs/index.pl?Action=AgentDashboard > > > > Traceback (12976): > >Module: Kernel::System::State::StateLookup Line: 589 > >Module: Kernel::Output::HTML::Dashboard::TicketQueueOverview::Run > Line: 76 > >Module: Kernel::Modules::AgentDashboardCommon::_Element Line: 852 > >Module: Kernel::Modules::AgentDashboardCommon::Run Line: 532 > >Module: Kernel::System::Web::InterfaceAgent::Run Line: 1055 > >Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler > Line: 40 > >Module: (eval) (v1.99) Line: 207 > >Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 > >Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 > >Module: ModPerl::Registry::handler (v1.99) Line: 32 > > > > > > Your help will be higly appreciated! > > > > Edson Richter > > > > > > > > Enviado do Email <https://go.microsoft.com/fwlink/?LinkId=550986> para > Windows 10 > > > > --------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Template tags frustration
Hello, There used to be a FAQ that contained those tags, but you can also use information like the following. http://otrstags.blogspot.com/ Regards 2017-11-10 14:59 GMT-06:00 Nick Bright <nick.bri...@valnet.net>: > I've been searching the documentation for any kind of reference, and > getting quite frustrated trying to figure this out! > > Within the Signature templates, there is a very vague statement of "You > can use any available tags", with a few examples. > > The problem is I don't know what those tags are, or how to find them; and > they are not listed anywhere in the documentation. > > All online searches find forum posts, etc that are similarly vague - > clearly they are referencing assumed knowledge that I simply don't have. I > have no idea what they're talking about. > > Generically, how can I determine the full and *specific* (_EXACT NAMES_) > list of tags/variables that are available in for use in agent signatures > and/or other contexts? > > Specifically, I am trying to put the agent "Title" from the Edit Agent > screen in to the agent signatures. > > For reference, I'm using OTRS 3.3.11. > > Thanks, > > -- > --- > - Nick Bright- > - Vice President of Technology - > - Valnet -=- We Connect You -=- - > - Tel 888-332-1616 x 315 / Fax 620-331-0789 - > - Web http://www.valnet.net/ - > --- > - Are your files safe?- > - Valnet Vault - Secure Cloud Backup - > - More information & 30 day free trial at - > - http://www.valnet.net/services/valnet-vault - > --- > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.10.1 OS: linux
Those messages are ussually related to file permission. Check you still have space available, if so, then run set permissions on /opt/otrs/ Regards 2017-11-06 16:02 GMT-06:00 Mohammad Goodarzi <mohammad.goda...@gmail.com>: > I am getting this error that I cannot figure out how to solve it. > I read few related questions but I could not figure out how to solve the > problem. > > Message: Can't open '/opt/otrs/var/tmp/CacheFileSt > orable/DynamicField/3a185f32828a79653f6a091eb41d040c': No such file or > directory > > Traceback (21357): >Module: Kernel::System::Main::FileRead (v1.63) Line: 337 >Module: Kernel::System::Cache::FileStorable::Get (v1.9) Line: 117 >Module: Kernel::System::Cache::Get (v1.21) Line: 157 >Module: Kernel::System::DynamicField::DynamicFieldListGet (v1.56.2.2) > Line: 856 >Module: Kernel::System::GenericAgent::new (v1.81) Line: 117 >Module: /opt/otrs//bin/otrs.GenericAgent.pl (v1.6) Line: 89 > > > Is there anyway to solve this issue? > > Thanks > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] dynamic field check box visibility
Hello, well, there is some coding you can do using javascritp, similar to what Gerald reconends in this old forum http://forums.otterhub.org/viewtopic.php?t=24116 Regards 2017-06-19 16:42 GMT-06:00 Roy Kaldung <kald...@gmail.com>: > Hi Kent, > > > On Jun 19, 2017, at 9:23 PM, Kent Kollasch <k...@artsway-mfg.com> wrote: > > > > I'm trying to make an approval check box (dynamic field check box) and > only make it visible if they belong to group. Another dynamic field has > been set with the valid group name. Does anyone have any idea how I could > accomplish this? > > There no way to configure Dynamic Fields to show or hide without add-ons. > > Best, > Roy > > -- > Roy Kaldung > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] ACL for empty value in properties
So in that case, another option could be to disable the closed states on the regular screens and to enable service as mandatory en the close screen and have the agents always using de close screen to do it. Ticket::Frontend::AgentTicketClose###Service Ticket::Frontend::AgentTicketClose###ServiceMandatory Best Regards 2017-05-17 23:49 GMT-06:00 Juan Manuel Clavero Almirón < juanm.clav...@ibsalut.es>: > Thank you for the idea but that’s not a solution for us: Service is > required only to close a ticket, so we don’t force our first-level agents > to immediately recognize the service. > > > > Kind regards, > > Juan Clavero > > > > *De:* otrs [mailto:otrs-boun...@lists.otrs.org] *En nombre de *Alvaro > Cordero > *Enviado el:* miércoles, 17 de mayo de 2017 16:34 > *Para:* User questions and discussions about OTRS. <otrs@lists.otrs.org> > *CC:* o...@otrs.org > *Asunto:* Re: [otrs] ACL for empty value in properties > > > > Well, you can always make Service to be Mandatory, that should prevent a > ticket to not have one so you shouldn't worry about tickets being closed > without being correctly classified. > > > > Best Regards. > > > > 2017-05-17 2:03 GMT-06:00 Juan Manuel Clavero Almirón < > juanm.clav...@ibsalut.es>: > > Hi all, > > We want to forbid closing a ticket without service. We've been able to do > it for stored tickets with an ACL but can't seem to manage in a new ticket > form (e.g, in AgentTicketPhone). We thought we could do it with Service in > the Properties section but can't match an undefined value. > > Our last config is like this: > > ConfigChange: > PossibleNot: > Ticket: > State: > - closed successful > - closed unsuccessful > ConfigMatch: > Properties: > Frontend: > Action: > - AgentTicketPhone > Service: > ServiceID: > - '[RegExp]^$' > > We've also tried with these variants: > > option a) > Service: > ServiceID: > - '[NotRegExp]^.+$' > > option b) > Service: > Name: > - '[RegExp]^$' > > option c) > Service: > Name: > - '[NotRegExp]^.+$' > > We've got the ACL debug mode on and it shows matching Action but shows > nothing on Service. > Could you help us? What are we missing? > > Kind regards, > Juan Clavero > > ----- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > > > > -- > > > *Alvaro Cordero Retana Consultor de Tecnologias* > > *Tel: 22585757 ext 123* > > *Email:* alv...@gridshield.net > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] ACL for empty value in properties
Well, you can always make Service to be Mandatory, that should prevent a ticket to not have one so you shouldn't worry about tickets being closed without being correctly classified. Best Regards. 2017-05-17 2:03 GMT-06:00 Juan Manuel Clavero Almirón < juanm.clav...@ibsalut.es>: > Hi all, > > We want to forbid closing a ticket without service. We've been able to do > it for stored tickets with an ACL but can't seem to manage in a new ticket > form (e.g, in AgentTicketPhone). We thought we could do it with Service in > the Properties section but can't match an undefined value. > > Our last config is like this: > > ConfigChange: > PossibleNot: > Ticket: > State: > - closed successful > - closed unsuccessful > ConfigMatch: > Properties: > Frontend: > Action: > - AgentTicketPhone > Service: > ServiceID: > - '[RegExp]^$' > > We've also tried with these variants: > > option a) > Service: > ServiceID: > - '[NotRegExp]^.+$' > > option b) > Service: > Name: > - '[RegExp]^$' > > option c) > Service: > Name: > - '[NotRegExp]^.+$' > > We've got the ACL debug mode on and it shows matching Action but shows > nothing on Service. > Could you help us? What are we missing? > > Kind regards, > Juan Clavero > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Multiple Domain Controllers
Hello,
You can have up to ten diferent Auth Backends, so if you already have an
LDAP::Host1, you just need to replicate the same config with LDAP::Host2,
and so on.
Best Regards
2017-04-28 0:22 GMT-06:00 Dimitrakakis Georgios <
gdimitraka...@pancretabank.gr>:
> Hello,
>
>
>
> I would like to know if it’s possible to define more than one Domain
> Controllers for user authentication.
>
> What I would like to do in principle is be able to have a second and even
> a third domain controller as a failover or running all in parallel for
> users’ authentication.
>
>
>
> For the moment in my “Config.pm” the primary Domain Controller is defined
> in:
>
> 1. “$Self->{CustomerUser1} = {…….” as “Host”
>
> 2. $Self->{'AuthModule::LDAP::Host1'}
>
> 3. $Self->{'AuthSyncModule::LDAP::Host1'}
>
>
>
>
>
> Regards,
>
>
>
> George
>
>
> __
> Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία
> είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν
> λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως
> με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην
> αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν
> στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας
> Συνεταιριστικής Τράπεζας.
>
> The contents of this email and any attachments are confidential. It is
> intended for the named recipients only. If you have received this email in
> error please notify the system administrator or the sender immediately and
> do not disclose the contents to anyone. Any views or opinions presented are
> of the author and not necessarily represent those of Pancretan Cooperative
> Bank
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
>
--
*Alvaro Cordero RetanaConsultor de Tecnologias*
*Tel: 22585757 ext 123*
*Email:* alv...@gridshield.net
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] Time Accounted Export
Yes, that can be achieve with the standard time accounting feature from OTRS. You can get on the ticket list the amount of time tracked for each ticket, and if only one agent worked on that ticket, then your agent worked time. You need to have one option called UseAgentElementInStats enabled in Sysconfig. If you want time per article, you might need to do some querying on the database. Regards 2017-04-25 8:58 GMT-06:00 Daniel <dan...@linux-nerd.de>: > Hi, > > > > i mean not then Time Accouting Plug In which needs to be installed. > > In a Ticket you can add a Work Time for each Ticket (Works Units) > > That can be exported with Reports but only for a Queue. > > > > I need a export which shows me how much Time an Agent spent in summery > today > > And a second export where I can see every Ticket on how much time was > spend on it. > > > > My goal is to see how long does it take to resolve a ticket to be able to > create better workflows and I want check what the agents are doing the > whole day ;) > > > > -- > > Grüsse > > > > Daniel > > > > *Von: *otrs <otrs-boun...@lists.otrs.org> im Auftrag von Alvaro Cordero < > alv...@gridshield.net> > *Antworten an: *"User questions and discussions about OTRS." < > otrs@lists.otrs.org> > *Datum: *Dienstag, 25. April 2017 um 16:24 > *An: *"User questions and discussions about OTRS." <otrs@lists.otrs.org> > *Betreff: *Re: [otrs] Time Accounted Export > > > > I believe you can do that with the Ticket List object, I enable the time > accounting option. Choose whatever fields you want to export. It will > report the time accounted per ticket, not per agent though. > > > Regards > > > > 2017-04-25 7:22 GMT-06:00 Daniel <dan...@linux-nerd.de>: > > Hi there, > > > > is there any way to get an export of all Time Accounted Tickers per Agent > which includes also the Ticket-ID? > > I just can find an Export per Ticket Queue but for me it seems more > important to have an export per User. > > > > So what exactly I need to see is: > > > > Agend Name:Ticket-ID:Queue:TimeAccounted -> Export as CSV or Excel > > > > -- > > Grüsse > > > > Daniel > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > > > > -- > > > *Alvaro Cordero Retana Consultor de Tecnologias* > > *Tel: 22585757 ext 123* > > *Email:* alv...@gridshield.net > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Time Accounted Export
I believe you can do that with the Ticket List object, I enable the time accounting option. Choose whatever fields you want to export. It will report the time accounted per ticket, not per agent though. Regards 2017-04-25 7:22 GMT-06:00 Daniel <dan...@linux-nerd.de>: > Hi there, > > > > is there any way to get an export of all Time Accounted Tickers per Agent > which includes also the Ticket-ID? > > I just can find an Export per Ticket Queue but for me it seems more > important to have an export per User. > > > > So what exactly I need to see is: > > > > Agend Name:Ticket-ID:Queue:TimeAccounted -> Export as CSV or Excel > > > > -- > > Grüsse > > > > Daniel > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] OTRS agent Password Policy
Hello, OTRS provides a way of managing your password policy, under Sysconfig in Framework → Frontend::Agent::Preferences There you can set Min Password Size, Password Regex, etc, not sure if password History or password expiracy. Regards 2017-02-21 9:34 GMT-06:00 Rose Dowson <rose20.dow...@gmail.com>: > Hi, > > How do I enforce an agent password policy of say: > > - length 15 chars - upper/lower case - symbol > - change every 90 days > - Password History 3 > > I want to do this for all otrs agents. > > Does anyone know the solution? > > > > Regards, > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Problem about updating owner in OTRS 5
What about the required permission to access the action Ticket::Frontend::AgentTicketOwner###Permission Otherwise, I see you enabled in the same section other stuff like service, type, responsible, have you tried disabling those and starting over? Regards 2017-02-08 5:57 GMT-06:00 Gökhan Öner <gokhano...@sabanciuniv.edu>: > Hi Alvaro, > > I have checked Sysconfig and Ticket::Frontend::AgentTicketOwner###Owner > parameter is set to 'Yes'. I still couldn't find the solution. > > Regards. > > > > *Gökhan Öner* > *Information Technology* > > On Tue, Feb 7, 2017 at 5:27 PM, Alvaro Cordero <alv...@gridshield.net> > wrote: > >> You can searh in Sysconfig and verify that Owner option is not disabled, >> you can always enable owner and other fields to be shown on several other >> actions like Note, Priority, etc. >> >> Regards >> >> 2017-02-07 8:19 GMT-06:00 Gökhan Öner <gokhano...@sabanciuniv.edu>: >> >>> Hi Alvaro, >>> >>> Thanks for your answer at first. I am using the Owner menu which is >>> under People Menu. I cleared cache and rebuilt config after upgrade. >>> >>> On the other hand, i can update ticket owner from responsible menu. >>> >>> Any ideas? >>> >>> On Tue, 7 Feb 2017 at 17:13, Alvaro Cordero <alv...@gridshield.net> >>> wrote: >>> >>> Hello, It looks like you are using Responsible Feature instead of Owner? >>> Did you clear your cache and rebuild config after finishing the upgrade >>> process? >>> >>> Best Regards >>> >>> 2017-02-07 7:57 GMT-06:00 Gökhan Öner <gokhano...@sabanciuniv.edu>: >>> >>> Hi Everyone, >>> >>> I have upgraded from OTRS 4.0.13 to 5.0.16. When i try to update the >>> owner from owner menu, i couldn't find any place to select owner. >>> Everything seems true in SysConfig. The screenshot is attached. >>> >>> Can anyone help me with this issue ? >>> >>> Regards. >>> >>> - >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >>> >>> >>> >>> >>> -- >>> >>> *Alvaro Cordero RetanaConsultor de Tecnologias* >>> *Tel: 22585757 ext 123* >>> *Email:* alv...@gridshield.net >>> >>> - >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >>> >>> -- >>> >>> >>> *Gökhan Öner* >>> *Information Technology* >>> *Sabancı University* >>> *T:+90 (216) 483 91 81 <+90%20216%20483%2091%2081>* >>> *E:gokhano...@sabanciuniv.edu <e%3agokhano...@sabanciuniv.edu>* >>> >>> - >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >>> >> >> >> >> -- >> >> *Alvaro Cordero RetanaConsultor de Tecnologias* >> *Tel: 22585757 ext 123* >> *Email:* alv...@gridshield.net >> >> >> - >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Problem about updating owner in OTRS 5
You can searh in Sysconfig and verify that Owner option is not disabled, you can always enable owner and other fields to be shown on several other actions like Note, Priority, etc. Regards 2017-02-07 8:19 GMT-06:00 Gökhan Öner <gokhano...@sabanciuniv.edu>: > Hi Alvaro, > > Thanks for your answer at first. I am using the Owner menu which is under > People Menu. I cleared cache and rebuilt config after upgrade. > > On the other hand, i can update ticket owner from responsible menu. > > Any ideas? > > On Tue, 7 Feb 2017 at 17:13, Alvaro Cordero <alv...@gridshield.net> wrote: > > Hello, It looks like you are using Responsible Feature instead of Owner? > Did you clear your cache and rebuild config after finishing the upgrade > process? > > Best Regards > > 2017-02-07 7:57 GMT-06:00 Gökhan Öner <gokhano...@sabanciuniv.edu>: > > Hi Everyone, > > I have upgraded from OTRS 4.0.13 to 5.0.16. When i try to update the owner > from owner menu, i couldn't find any place to select owner. Everything > seems true in SysConfig. The screenshot is attached. > > Can anyone help me with this issue ? > > Regards. > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > > > -- > > *Alvaro Cordero RetanaConsultor de Tecnologias* > *Tel: 22585757 ext 123* > *Email:* alv...@gridshield.net > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > -- > > > *Gökhan Öner* > *Information Technology* > *Sabancı University* > *T:+90 (216) 483 91 81 <+90%20216%20483%2091%2081>* > *E:gokhano...@sabanciuniv.edu <e%3agokhano...@sabanciuniv.edu>* > > --------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] ACL to control Queues
Hello You can actually do it by using Customer User <->Groups, do not set all as default, set permissions only on desired groups, you can set them as read only or RW. Regards 2016-11-15 4:07 GMT-06:00 Dimitrakakis Georgios < gdimitraka...@pancretabank.gr>: > I have an OTRS (v.5.0.12) installation connected to an Active Directory. > > > > There are several queues and all of them are available to the customers > (active directory users) through: Customer Default Groups > > > > What I would like to do is to have specific queues available to specific > customers (by customerid). Can I achieve something like this with ACLs and > how? > > > > Regards, > > > > G. > > > __ > Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία > είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν > λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως > με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην > αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν > στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας > Συνεταιριστικής Τράπεζας. > > The contents of this email and any attachments are confidential. It is > intended for the named recipients only. If you have received this email in > error please notify the system administrator or the sender immediately and > do not disclose the contents to anyone. Any views or opinions presented are > of the author and not necessarily represent those of Pancretan Cooperative > Bank > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] Active Directory Configuration
Hello, Along with the config in the file, you need in Sysconfig the change the defaults to enable AD Authentication. Look in sysconfig for LDAP and you will get FrontEnd::Customer:Auth, there you need to configure the same settings as in your config file. Regards 2016-09-02 5:59 GMT-06:00 Dimitrakakis Georgios < gdimitraka...@pancretabank.gr>: > Hello! > > > > Can someone explain a little bit more analytically how one can use AD to > authenticate users? > > > > I read the “External Backends” section in the manual but a few things are > not clear to me. > > > > So far I have managed to perform section 5.2.2 ( > https://otrs.github.io/doc/manual/admin/stable/en/html/ > external-backends.html#customer-backend-ldap) which is to configure AD > for customer backend. > > > > When completed from the menu Admin->Customer Users I can see the people > defined on the AD to access OTRS. > > > > Of course they are not able to authenticate. I am reading below section > 5.3.2.2 (https://otrs.github.io/doc/manual/admin/stable/en/html/ > external-backends.html#customer-auth-backend-ldap) > > but that doesn’t work with a “wrong password error” although the apache > log says “Cannot find ID for USERNAME” > > > > What I am trying to understand here is if I need somehow before > authenticating to put the AD entries into the OTRS database so that it can > retrieve the “username” and then by using the next part to authenticate at > the AD using that. > > > > If someone could share its configuration would be very nice. > > > > In general what I am trying to achieve is not to have any users on OTRS DB > and do everything from AD. For the moment I have configured two AD groups > one for Agents and one for Customers. Ideally OTRS should be able to > distinguish between those and allow login accordingly. So if you have any > configuration that you can share it will be much appreciated. > > > > Best regards, > > > > G. > > > __ > Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία > είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν > λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως > με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην > αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν > στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας > Συνεταιριστικής Τράπεζας. > > The contents of this email and any attachments are confidential. It is > intended for the named recipients only. If you have received this email in > error please notify the system administrator or the sender immediately and > do not disclose the contents to anyone. Any views or opinions presented are > of the author and not necessarily represent those of Pancretan Cooperative > Bank > > --------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] System registration issue
Hello, you don't need to rename cache, you justo run the command to delete
it.
Regards
El viernes, 26 de agosto de 2016, Dimitrakakis Georgios <
gdimitraka...@pancretabank.gr> escribió:
> Solution FOUND (in case someone else bumps into this)!!!
>
>
>
> It doesn’t matter whatever you do with the DB because OTRS is caching
> system data for 20days….
>
>
>
> What I did was to rename “~otrs/var/tmp/CacheFileStorable” to something
> else…
>
> I must admit here that it would have been probably enough to just rename
> the “~otrs/var/tmp/CacheFileStorable/SystemData” , but in the heat
>
> of trying to solve it I ‘ve renamed the parent folder J
>
>
>
> As soon as I visited the GUI Page new cache was created from the new DB
> entries and ta-da everything came back on screen and could perform updates
> etc.
>
>
>
> Best,
>
>
>
> George
>
>
>
>
>
> *From:* Dimitrakakis Georgios
> *Sent:* Friday, August 26, 2016 10:14 AM
> *To:* User questions and discussions about OTRS.
> *Subject:* RE: System registration issue
>
>
>
> OK! I have managed to insert the data to the “system_data” table.
>
>
>
> I have now there 10 entries which are the following:
>
>
>
> 1) Registration::State
>
> | registered
>
> 2) Registration::UniqueID
>
> | (The ID)
>
> 3) Registration::APIKey
>
> | (The KEY)
>
> 4) Registration::LastUpdateID
>
> | (The ID)
>
> 5) Registration::LastUpdateTime
>
> | (The TIMESTAMP)
>
> 6) Registration::Description
>
> | (The Descrption)
>
> 7) Registration::SupportDataSending
>
> | No
>
> 8) Registration::Type
>
> | Production
>
> 9) Registration::NextUpdateTime
>
> | (The TIMESTAMP-àhas already passed)
>
> 10)
> Kernel::System::SupportDataCollector::PluginAsynchronous::OTRS::ConcurrentUsers
> | [{"CustomerSession":0,"TimeStamp":"2016-08-22
> 15:00:00","UserSessionUnique":0,"CustomerSessionUnique":0,"
> UserSession":0},{"CustomerSession":0,"TimeStamp":"2016-08-22
> 16:00:00","UserSessionUnique":1,"CustomerSessionUnique":0,"
> UserSession":1}]
>
>
>
> The web GUI shows the following:
>
>
>
> [image: Capture.JPG]
>
>
>
> As said before I still cannot either update the data with the error:
>
>
>
> error
>
> OTRS-CGI-02
>
> RegistrationUpdate - Can not update system Need UniqueID!
>
>
>
> Or Deregister the system with the error:
>
>
>
> error
>
> OTRS-CGI-02
>
> Deregistration - Can not deregister system: Need APIKey
>
>
>
>
>
>
>
> These are totally contradicting what I see from the CLI
>
>
>
> $ ./otrs.Console.pl Maint::Registration::UpdateSend
>
> Sending system registration update...
>
> System is not registered, skipping...
>
> Done.
>
>
>
> Using --force doesn’t have any effect at all….
>
>
>
> How is this possible? GUI shows the system registered but CLI doesn’t know
> about it…
>
>
>
> Is there another point I may be missing in the database on where I can
> specify the values in order to have it back working correctly???
>
>
>
>
>
> Any ideas are mostly welcome!
>
>
>
> Best regards,
>
>
>
> George
>
>
>
>
>
>
>
> *From:* otrs [mailto:otrs-boun...@lists.otrs.org
> ] *On Behalf
> Of *Dimitrakakis Georgios
> *Sent:* Friday, August 26, 2016 8:44 AM
> *To:* User questions and discussions about OTRS.
> *Subject:* [otrs] System registration issue
>
>
>
> Dear OTRS community,
>
>
>
> I had performed an initial installation of OTRS which was registered
> successfully @ cloud.otrs.com
>
>
>
> Unfortunately due to DB encoding problem I had to drop and recreate the DB
> and after that my
>
> system is no longer updated @ cloud.otrs.com.
>
>
>
> I have tried to “Edit” the data from the “System Registration” option but
> the error log show this:
>
>
>
> error
>
> OTRS-CGI-02
>
> Got no SessionID!!
>
>
>
> I have a backup of the old DB (on which the system was successfully
> registered) and I can see
>
> that in the “system_data” table there is the UniqueID (matches the one @
> otrs.cloud.com). APIKey and
>
> all other relevant information.
>
>
>
> How can I restore that information to my running instance??
>
>
>
> I ‘ve already tried a full database restore which didn’t work and I ‘ve
> also tried to “Deregister” which
>
> also didn’t work this time with the error:
>
>
>
> error
>
> OTRS-CGI-02
>
> Deregistration - Can not deregister system: Need APIKey
>
>
>
> Regards,
>
>
>
> George
>
--
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Re: [otrs] Reg differentiating tickets
Hello, I would say that's what Service Catalog is for. You asociate a Service ordenar more to each of your products. Regards Alvaro El jueves, 25 de agosto de 2016, Paul Joseph Betha < paul.jos...@velankani.com> escribió: > Hello List, > > I’m new to OTRS. This is my question: > > > > If my company say ‘X’ has sold two products(P1, P2) to another company > say ‘Y’. Now if we are giving support to them and tickets are being raised > how can I differentiate that a certain ticket belongs to one product not > the other. > > > > Say if a ticket has been associated with the problem of login > authentication. How can I differentiate whether the ticket belongs to P1 or > P2 …since both have the same customer name Y > -- Enviado con Gmail Mobile - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
[otrs] OTRS 4 and ITSMCIAttributeCollection
Hello,
I have used the module ITSMCIAttributeCollection with OTRS since it came
available and it has allways worked perfectly, but now I am testing and
trying to use it on OTRS 4 and it simply does not work.
I've tried on test and clean systems but it does not work, I move the same
definition to a OTRS 3.3.x and also 5.x and it works perfect. I am
wondering if there is an error with the last package released for OTRS 4.
I am using OTRS 4.0. with ITSM 4.0.14 and CIAttributeCollection 4.1.2, OTRS
5, with ITSM 5.0.7 and CIAttributeCollection 5.0.1
I create a class and use a definition as in the example
{
Key => 'Server',
Name => 'Server',
Input => {
Type => 'CIClassReference',
ReferencedCIClassName => 'Server',
ReferencedCIClassLinkType => 'Includes',
ReferencedCIClassLinkDirection => 'Reverse',
}
},
I get the field shown in the form, but when I go to the it and try to
create a new CI with the relation it just does not do anything, not even
the ajax, no errors, no log, it just simply does not do the search.
I know it could posible be easier just to migrate into OTRS 5, but I am
wondering why it doesn't work at all.
--
*Alvaro Cordero RetanaConsultor de Tecnologias*
*Tel: 22585757 ext 123*
*Email:* alv...@gridshield.net
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Re: [otrs] New created service
Then you have to either assign it to each user or make it a default Service in Admin -> Customer User <-> Services -> Edit Default Services. If you already have users with services assigned to those you have to manually link the new service even if it is a Default Service. Regards 2016-07-20 13:09 GMT-06:00 Carlos Alberto Diana <cdi...@makro.com.ar>: > Thanks. But it’s a service that must be available for each user. What's > the menu option I have to choose to assign it? > > > > Thanks again. > > > > > > *De:* otrs [mailto:otrs-boun...@lists.otrs.org] *En nombre de *Alvaro > Cordero > *E**nviado el:* miércoles, 20 de julio de 2016 04:05 p.m. > *Para:* User questions and discussions about OTRS. > *Asunto:* Re: [otrs] New created service > > > > You have to link the service with the customer or assign the new service > as a default service. > > > Regards. > > > > 2016-07-20 12:52 GMT-06:00 Carlos Alberto Diana <cdi...@makro.com.ar>: > > I’ve created a new service, and when I try to generate a “New Phone > Ticket”, I can't choose the new service because it isn’t in the list. Any > help? The new service has the same parameters than others, but the name. > > > -- > > IMPORTANTE: El texto, documentos y archivos que acompañan a esta > transmisión, contienen información confidencial la cual es legalmente > secreta. Esta información puede ser usada únicamente por el destinatario > cuyo nombre aparece inserto en esta transmisión. Si usted ha recibido esta > transmisión por error, notifÃquenos inmediatamente por esta misma vÃa, y > borre el archivo y sus anexos. Se hace de su conocimiento por medio de esta > nota, que cualquier divulgación, copia, distribución o toma de cualquier > acción derivada de la información confiada en esta transmisión, queda > estrictamente prohibido, el incumplimiento de esto genera responsabilidad > legal. IMPORTANT: The text, documents and files attached to this > transmission contain confidential information that must be kept secret by > law. This information is for the exclusive use of the specified recipient > whose name appears in this transmission. If you have received this message > by mistake, please notify us immediately by return e-mail and delete the > file and its attachments. You are hereby notified that any dissemination, > copying, distribution or adoption of any action arising from the > confidential information contained herein is strictly prohibited. Any > violation will be penalized by law. > -- > > > ----- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > > > > -- > > > *Alvaro Cordero RetanaConsultor de Tecnologias* > > *Tel: 22585757 ext 123* > > *Email:* alv...@gridshield.net > [image: Imagen quitada por el remitente.] > -- > IMPORTANTE: El texto, documentos y archivos que acompañan a esta > transmisión, contienen información confidencial la cual es legalmente > secreta. Esta información puede ser usada únicamente por el destinatario > cuyo nombre aparece inserto en esta transmisión. Si usted ha recibido esta > transmisión por error, notifíquenos inmediatamente por esta misma vía, y > borre el archivo y sus anexos. Se hace de su conocimiento por medio de esta > nota, que cualquier divulgación, copia, distribución o toma de cualquier > acción derivada de la información confiada en esta transmisión, queda > estrictamente prohibido, el incumplimiento de esto genera responsabilidad > legal. IMPORTANT: The text, documents and files attached to this > transmission contain confidential information that must be kept secret by > law. This information is for the exclusive use of the specified recipient > whose name appears in this transmission. If you have received this message > by mistake, please notify us immediately by return e-mail and delete the > file and its attachments. You are hereby notified that any dissemination, > copying, distribution or adoption of any action arising from the > confidential information contained herein is strictly prohibited. Any > violation will be penalized by law. > -- > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
Re: [otrs] New created service
You have to link the service with the customer or assign the new service as a default service. Regards. 2016-07-20 12:52 GMT-06:00 Carlos Alberto Diana <cdi...@makro.com.ar>: > I’ve created a new service, and when I try to generate a “New Phone > Ticket”, I can't choose the new service because it isn’t in the list. Any > help? The new service has the same parameters than others, but the name. > > > -- > IMPORTANTE: El texto, documentos y archivos que acompañan a esta > transmisión, contienen información confidencial la cual es legalmente > secreta. Esta información puede ser usada únicamente por el destinatario > cuyo nombre aparece inserto en esta transmisión. Si usted ha recibido esta > transmisión por error, notifÃquenos inmediatamente por esta misma vÃa, y > borre el archivo y sus anexos. Se hace de su conocimiento por medio de esta > nota, que cualquier divulgación, copia, distribución o toma de cualquier > acción derivada de la información confiada en esta transmisión, queda > estrictamente prohibido, el incumplimiento de esto genera responsabilidad > legal. IMPORTANT: The text, documents and files attached to this > transmission contain confidential information that must be kept secret by > law. This information is for the exclusive use of the specified recipient > whose name appears in this transmission. If you have received this message > by mistake, please notify us immediately by return e-mail and delete the > file and its attachments. You are hereby notified that any dissemination, > copying, distribution or adoption of any action arising from the > confidential information contained herein is strictly prohibited. Any > violation will be penalized by law. > -- > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
