Re: [otrs] Generic Agent - causing ticket events
You can find the list of events in the notification event section, any event you see there could be used. Best Regards 2016-06-13 18:18 GMT-06:00 Nick Bright : > Is there a list of valid Ticket Events? I am unable to locate such in the > documentation. > > -- > --- > - 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 - > --- > > This email message and any attachments are intended solely for the use of > the addressees hereof. This message and any attachments may contain > information that is confidential, privileged and exempt from disclosure > under applicable law. If you are not the intended recipient of this > message, you are prohibited from reading, disclosing, reproducing, > distributing, disseminating or otherwise using this transmission. If you > have received this message in error, please promptly notify the sender by > reply E-mail and immediately delete this message from your system. > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Copy LDAP field to dynamic field
That should work, I believe it is not ArticleUpdate but ArticleCreate when you add a note. Regards 2016-06-13 18:08 GMT-06:00 Nick Bright : > On 6/13/2016 6:45 PM, Alvaro Cordero wrote: > >> You have to make something happen on the ticket to trigger the event you >> want, for example add a note, change queue, whatever works so you capture >> that event to trigger the dynamic_field update. >> >> So, I could change the Event list for the DynamicUpdate to include > "ArticleUpdate", then use the Generic Agent to "Add Note" to the ticket? > > A note should be an article but this didn't seem to work. > > > -- > --- > - 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 - > --- > > This email message and any attachments are intended solely for the use of > the addressees hereof. This message and any attachments may contain > information that is confidential, privileged and exempt from disclosure > under applicable law. If you are not the intended recipient of this > message, you are prohibited from reading, disclosing, reproducing, > distributing, disseminating or otherwise using this transmission. If you > have received this message in error, please promptly notify the sender by > reply E-mail and immediately delete this message from your system. > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Copy LDAP field to dynamic field
You have to make something happen on the ticket to trigger the event you want, for example add a note, change queue, whatever works so you capture that event to trigger the dynamic_field update. Regards 2016-06-13 17:38 GMT-06:00 Nick Bright : > On 6/13/2016 6:16 PM, Nick Bright wrote: > > On 6/13/2016 6:11 PM, Alvaro Cordero wrote: > > Since the magic is being done by an Event > (TicketCreate|TicketCustomerUpdate) I believe you can *"for one time"* > change the config to match certain event and run a generic agent into all > those old tickets to force that event. > > That should do it. > > So for example, create a Generic Agent which would have an "Event based > execution (single ticket)" set to "Add Event Trigger" of > "TicketCustomerUpdate". > > I've misread this. That's when the GA will execute, not what executing > will do. > > I'm searching on how to use the GA to cause a TicketCustomerUpdate event > to be triggered for the matched ticket. > > -- > --- > - 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 - > --- > > This email message and any attachments are intended solely for the use of the > addressees hereof. This message and any attachments may contain information > that is confidential, privileged and exempt from disclosure under applicable > law. If you are not the intended recipient of this message, you are > prohibited from reading, disclosing, reproducing, distributing, disseminating > or otherwise using this transmission. If you have received this message in > error, please promptly notify the sender by reply E-mail and immediately > delete this message from your system. > > > --------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Copy LDAP field to dynamic field
Since the magic is being done by an Event (TicketCreate|TicketCustomerUpdate) I believe you can *"for one time"* change the config to match certain event and run a generic agent into all those old tickets to force that event. That should do it. Regards 2016-06-13 17:06 GMT-06:00 Nick Bright : > Now that I've gotten a dynamic field mapping working, the $65,535 question > is this: > > Is there any way to go back and populate this data for all old tickets for > customers whom the data is present in the Customer LDAP variables? > > -- > --- > - 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 - > --- > > This email message and any attachments are intended solely for the use of > the addressees hereof. This message and any attachments may contain > information that is confidential, privileged and exempt from disclosure > under applicable law. If you are not the intended recipient of this > message, you are prohibited from reading, disclosing, reproducing, > distributing, disseminating or otherwise using this transmission. If you > have received this message in error, please promptly notify the sender by > reply E-mail and immediately delete this message from your system. > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] New Web Ticket --> Queue
Hello you just disable the queue option from the form in sysconfig (CustomerTicketMessage###Queue) and also set the default queue to whichever queue you want. Regards 2016-05-10 10:39 GMT-06:00 : > All; > > I'm running OTRS 5, and I'm hoping that you can help me with a minor > annoyance. > > Is it possible / how would I go about removing the Queue selection from > the Customer website, and always have new web tickets go into a > pre-determined queue? > > Thank you, > > Dominic Hilsbos > Director - Information Technology > Perform Air International Inc. > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Copy LDAP field to dynamic field
Hello, >From what I have seen before and using the config that Renee mentioned before, there are two config settings you have to consider, 1. DynamicFieldFromCustomerUser::Mapping: Here you have to tell which attribute from LDAP should be mapped to each dynamic_field you created. 2. Enable Ticket::EventModulePost###930-DynamicFieldFromCustomerUser And I believe you have to go into Config.pm file and add the lines for the mapping you created here before. Take a look into the forum below http://www.evidente.de/2015/01/storing-customeruser-data-in-dynamic-fields/ Hope it Helps Best Regards 2016-06-13 16:39 GMT-06:00 Nick Bright : > On 6/1/2016 2:54 PM, Nick Bright wrote: > > On 5/30/2016 9:25 AM, Renee B wrote: > > See SysConfig option DynamicFieldFromCustomerUser::Mapping > > - Renée > > I'm trying this as well, in OTRS v3. > > I've followed the online help in the document, creating the dynamic field > before adding it to the Mapping SysConfig option you've mentioned. I also > enabled the "setting below" as its' help indicates. > > However, I do not understand what this means: > > The dynamic fields must be present in the system and should be enabled for > AgentTicketFreeText, so that they can be set/updated manually by the agent. > > Could you offer any advice or a link to the relevant section of > documentation? > > I am still struggling to get this to work. I think the key issue is that I > do not understand what "*should be enabled for AgentTicketFreeText*" > means in this context. Could anybody enlighten me? > > -- > --- > - 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 - > --- > > This email message and any attachments are intended solely for the use of the > addressees hereof. This message and any attachments may contain information > that is confidential, privileged and exempt from disclosure under applicable > law. If you are not the intended recipient of this message, you are > prohibited from reading, disclosing, reproducing, distributing, disseminating > or otherwise using this transmission. If you have received this message in > error, please promptly notify the sender by reply E-mail and immediately > delete this message from your system. > > > --------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Upgrade OTRS 3.0.7 to otrs 5
Hello, You can go from one version to the latest of the next, for example if you are in 3.0.9, you can go to latest 3.1.x -> 3.2.x -> 4.0.x -> 5.0.x You don't need to do 4.0.1 and then all the minors, go directly to the latest version on the step. Regards 2016-05-30 10:21 GMT-06:00 Frank Thommen : > Yes, you can see this: >> http://otrs.github.io/doc/manual/admin/stable/en/html/upgrading.html >> >> If you are running a lower version of OTRS you have to follow the upgrade >> path to 4 first (3.0->3.1->3.2->3.3->4)! You need to perform a full >> upgrade >> to every version in between, including database changes and the upgrading >> Perl script. >> > > What I don't understand: Does the sentence "You need to perform a full > upgrade to every version in between" only refer to the situation when you > start from a version lower than 4 or also for start versions above 4? From > 4.0.1 -> 5.0.9 do I have to go through 4.0.1->4.0.2->4.0.3->...->5.0.9 or > can I jump directly 4.0.1->5.0.9? > > And if all intermediate steps are required: What do I use as 5.0: > 5.0.0.rc1? I'm using RPM packages and there is no 5.0.0 package on > ftp://ftp.otrs.org/pub/otrs/RPMS/rhel/6/. > > frank > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Reporting / statistics
You can enable some Dynamic Fields to store information from customer and then use that information to generate statistics. http://stephan14x.evidente.de/?p=80 Regards 2016-05-06 12:56 GMT-06:00 Nick Bright : > Is there any way within OTRS (we are using v3 currently) that would allow > statistics/reporting based on a field restriction in the Customer > Information? > > For example, part of the Customer Information being brought in from LDAP > is a location value (text). I'd like to report the number of tickets opened > for a specific location value, across all customers. > > -- > --- > - 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 - > --- > > This email message and any attachments are intended solely for the use of the > addressees hereof. This message and any attachments may contain information > that is confidential, privileged and exempt from disclosure under applicable > law. If you are not the intended recipient of this message, you are > prohibited from reading, disclosing, reproducing, distributing, disseminating > or otherwise using this transmission. If you have received this message in > error, please promptly notify the sender by reply E-mail and immediately > delete this message from your system. > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Determine number of closed tickets that were solved within SLA
I believe your solution is simpler than that. There is a stat for what you are trying to accomplish, You can use either one of the objects for SLA accounting ITSMTicketSolutionTimeAverage, ITSMTicketFirstLevelSolutionRate, List of Tickets and sort by SolutionTimeDiff where if you SLA was reached then you TimeDiff will be posititve, if not then it will be negative. I am pretty sure you can even use the TicketAccumulation Object. Best Regards 2016-04-25 8:04 GMT-06:00 Mnich, Jürgen : > Hello! > > > > I am oft he opinion, that I have a very normal situation J > > > > We configured services and SLAs a few days ago and got a little familiar > with the escalation configuration. > > Actually we only use solution-times for the time being. > > > > Now I want to determine – for all tickets closed last week (for example) – > how many tickets have been solved within the sla and how many have > escalated (the sum of those two values must be the number of all closed > tickets). > > > > When looking on the database-entries I found out (I hope that this is > correct) that – as long as the tickets are not closed – the > escalation_solution_time is the value I can compare to. > > > > When any ticket is closed, this (and all the other escalation_time values) > are reset to zero (that’s coded in ticket.pm). > > > > I think it is absolutely normal that you want or even need to report on > your SLA-compliance. > > > > How can I reach my goal? How do you do report your SLA-compliance? > > > > 1.Change the code in ticket.pm (or is there any good reason why the > values are reset to zero)? > > 2.Is there a statistic I did not find? > > 3.Are there any other database tables and/or entries that I could use? > > 4.Any other idea…??? > > > > Any help is welcome!!! > > > > Thanks, > > Jürgen. > > --------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] OTRS 3.3
That in fact is related to the email password, did you just update the password for the e-mail account in the email server, remember to adjust it in OTRS. If you did, what happens when you try to run the conection manually, does it connect or does it fail. Regards 2016-04-23 17:59 GMT-06:00 Scott R. Morgan : > I am running OTRS 3.3 and everything has been running well for over 2 > years now. Today, I had to update my POSTMASTER email password. > > > > After that change, every time I reply to a ticket and click submit, I am > prompted by Firefox browser to download index.pl. In chrome, the reply > to window goes to an all white screen and hangs instead of closing and > going the underlying ticket details browser screen. The data is getting > posted to the system. > > > > What could be causing this issue? > > > > Thank you! > > > > *"Good judgment comes from experience. Experience comes from bad > judgment."* > - Will Rogers > > > > > *Scott R. Morgan *Director of Information Systems > > Mama Fu's Franchise Group > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] 5.0.9 upgrade issue
Hello, I have seen that when I try an upgrade in a system with few resources and the update process times out. Then the only way to fix is installing the missing packages one by one. Regards. 2016-04-06 2:52 GMT-06:00 BIRO Zoltan : > Dear All, > > > > I tried to update our OTRS system from 5.0.7 to 5.0.9. > > Helpdesk upgrade looks fine. When I upgrade the ITSM bundle package it’s > started up and finished the upgrade process and shows the following in > package manager: > > FAQ 5.0.2 OTRS AG The FAQ/knowledge base. installed Uninstall Reinstall > > GeneralCatalog *5.0.9* OTRS AG The General Catalog package. installed > Uninstall > > ImportExport *5.0.9* OTRS AG The ImportExport package. installed > Uninstall > > ITSM *5.0.9* OTRS AG The OTRS::ITSM bundle package. installed Uninstall > > ITSMChangeManagement *5.0.7 *OTRS AG The OTRS::ITSM Change Management > package. installed Uninstall Reinstall > > ITSMConfigurationManagement *5.0.7* OTRS AG The OTRS::ITSM > Configuration Management package. installed Uninstall Reinstall > > ITSMCore *5.0.7* OTRS AG The OTRS::ITSM Core package. installed > Uninstall Reinstall > > ITSMIncidentProblemManagement *5.0.7* OTRS AG The OTRS::ITSM Incident > and Problem Management package. installed Uninstall Reinstall > > ITSMServiceLevelManagement *5.0.7* OTRS AG The OTRS::ITSM Service Level > Management package. installed Uninstall Reinstall > > SystemMonitoring 5.0.1 OTRS AG Basic mail interface to System Monitoring > Suites. Al... installed Uninstall Reinstall > > > > Is there any reason why is it shows the 5.0.7 versions for ITSM packages? > And all of these packages are red in Package Manager and no upgrade option > to 5.0.9… > > > > Anyway, I tried the version 4.0.14 to 5.0.9 and the result is almost the > same. GeneralCatalog,ImportExport and ITSM bundle 5.0.9 and the rests are > 4.0.14. > > > > If I uninstall all the 5.0.7 packages and install the 5.0.9 is it causes > any kind of lost of data? > > > > Cheers! > > Zoltan > > > > --------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Is it possible to change OTRS's default behaviour of locking a ticket when agent sends an email?
Excelent. Unfortunately those are global settings. But I am glad it worked for you. Best Regards. 2016-02-25 12:15 GMT-06:00 Stanford, Philip N. : > Hi Alvaro, thanks for your reply, I hadn’t thought of looking in > ‘Ticket::Frontend::AgentTicketCompose’. > > I’ve done some initial tests, and your suggestions do seem to work – > that’s great! > > I can confirm that with the > ‘Ticket::Frontend::AgentTicketCompose###RequiredLock’ set to ‘No’, the > current agent isn’t set as owner. > > > > One slight side-effect is that modifying ‘AgentTicketCompose’ will affect > ALL replies, not just the initial ones for which we want to keep the state > as ‘New’ until an owner is set. > > I’ve therefore left > ‘Ticket::Frontend::AgentTicketCompose###StateDefault’ as ‘Open’ to > avoid tickets that are already open being inadvertently set back to ‘new’ > if an agent replies. > > For our initial replies where we want the state to stay ‘New’, we will > have to train agents to select the ‘New’ state explicitly in the email > ‘compose’ screen. > > > > We’re still trying to think through the optimal workflow for our usage, > but it’s great to know that OTRS is flexible enough to work this way if we > decide that’s best for us. > > Thanks again for your mail! > > Regards > > Phil > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Alvaro Cordero > *Sent:* 25 February 2016 16:32 > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Is it possible to change OTRS's default behaviour > of locking a ticket when agent sends an email? > > > > Hello, > > > > I believe in Agent::TicketViewCompose, you can add the new type to > variable to Ticket::Frontend::AgentTicketCompose###StateType and set the > default state to "new", and also change the RequiredLock option to No. > > > > Still haven't tested, but it still may get the current agent as owner, but > I believe if it gets not Lock it will get no owner either. > > > > Best Regards > > > > > > > > 2016-02-25 10:19 GMT-06:00 Stanford, Philip N. : > > Hi > > We’ve been discussing some changes in our help-desk workflow which we may > want to implement as part of a forthcoming move to OTRS 5, from 3.0 > > The normal OTRS behaviour for a ticket created from an incoming mail is > for it to remain ‘new’ and ‘unlocked’ until an agent replies to the > customer. At that stage, the ticket becomes ‘open’ and ‘locked’, and the > owner is changed to the current agent who has replied. > > > > For reasons that may possibly make sense for us, we’re wondering if > there’s any way to disable that default behaviour, so that tickets will > remain in a ‘new’, ‘unlocked’ state until specifically assigned an owner. > > Is this something that’s possible? I have had a search in SysConfig > options for 5.0 but can’t see anything that seemed relevant. > > > > Regards > > Phil > -- > > This message (and any attachments) is for the recipient only. NERC is > subject to the Freedom of Information Act 2000 and the contents of this > email and any reply you make may be disclosed by NERC unless it is exempt > from release under the Act. Any material supplied to NERC may be stored in > an electronic records management system. > -- > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > > > -- > > > *Alvaro Cordero Retana Consultor de Tecnologias* > > *Tel: 22585757 ext 123* > > *Email:* alv...@gridshield.net > -- > This message (and any attachments) is for the recipient only. NERC is > subject to the Freedom of Information Act 2000 and the contents of this > email and any reply you make may be disclosed by NERC unless it is exempt > from release under the Act. Any material supplied to NERC may be stored in > an electronic records management system. > -- > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Is it possible to change OTRS's default behaviour of locking a ticket when agent sends an email?
Hello, I believe in Agent::TicketViewCompose, you can add the new type to variable to Ticket::Frontend::AgentTicketCompose###StateType and set the default state to "new", and also change the RequiredLock option to No. Still haven't tested, but it still may get the current agent as owner, but I believe if it gets not Lock it will get no owner either. Best Regards 2016-02-25 10:19 GMT-06:00 Stanford, Philip N. : > Hi > > We’ve been discussing some changes in our help-desk workflow which we may > want to implement as part of a forthcoming move to OTRS 5, from 3.0 > > The normal OTRS behaviour for a ticket created from an incoming mail is > for it to remain ‘new’ and ‘unlocked’ until an agent replies to the > customer. At that stage, the ticket becomes ‘open’ and ‘locked’, and the > owner is changed to the current agent who has replied. > > > > For reasons that may possibly make sense for us, we’re wondering if > there’s any way to disable that default behaviour, so that tickets will > remain in a ‘new’, ‘unlocked’ state until specifically assigned an owner. > > Is this something that’s possible? I have had a search in SysConfig > options for 5.0 but can’t see anything that seemed relevant. > > > > Regards > > Phil > -- > This message (and any attachments) is for the recipient only. NERC is > subject to the Freedom of Information Act 2000 and the contents of this > email and any reply you make may be disclosed by NERC unless it is exempt > from release under the Act. Any material supplied to NERC may be stored in > an electronic records management system. > -- > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Login not creating a DB entry for a new LDAP agent
$Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=aaa,dc=bb';
> $Self->{'AuthSyncModule::LDAP::UID'} = 'uid';
>
> $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {
> # DB -> LDAP
> UserFirstname => 'givenName',
> UserLastname => 'sn',
> UserEmail => 'mail',
> UserMobile=> 'mobile',
> #UserComment=> 'description',
> };
>
> # AuthSyncModule::LDAP::UserSyncInitialGroups
> # (sync following group with rw permission after initial create of
> first agent
> # login)
> $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
> 'users',
> ];
>
> # Attributes needed for group syncs
> # (attribute name for group value key)
> #$Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'memberUid';
> $Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'member';
> # (attribute for type of group content UID/DN for full ldap name)
> #$Self->{'AuthSyncModule::LDAP::UserAttr'} = 'UID';
> $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN';
>
> # AuthSyncModule::LDAP::UserSyncGroupsDefinition
> # (If "LDAP" was selected for AuthModule and you want to sync LDAP
> # groups to otrs groups, define the following.)
> $Self->{'AuthSyncModule::LDAP::UserSyncGroupsDefinition'} = {
> ## ldap group
> 'cn=netadmins,ou=Group,dc=aaa,dc=bb' => {
> ## otrs group
> 'admin' => {
> ## permission
> rw => 1,
> ro => 1,
> },
> },
> 'cn=users,ou=Group,dc=aaa,dc=bb' => {
> 'users' => {
> rw => 1,
> ro => 1,
> },
> }
> };
> ...
>
>
> Could you help me?
> I will appreciate any kind of directions or examples.
>
> TIA
>
> On 28/01/16 11:15, Alvaro Cordero wrote:
>
> Hello,
>
>
>
> That means that the user cannot be sync to the database, you need to
> verify the user mapping in sysconfig, to match the fields from ldap into
> OTRS.
>
>
>
> Regards
>
>
>
>
>
> 2016-01-28 9:59 GMT-06:00 Cosme Faria Corrêa :
>
> Hi,
>
> my interface message is that:
> Panic, user authenticated but no user data can be found in OTRS DB!!
> Perhaps the user is invalid.
>
> My log says:
> [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserLookup][922]
> No UserID found for 'johndoe'!
> [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserLookup][922]
> No UserID found for 'johndoe'!
> [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserAdd][348] Need
> UserEmail!
> [Thu Jan 28 10:45:40
> 2016][Error][Kernel::System::Auth::Sync::LDAP::Sync][281] Can't create user
> 'johndoe' (uid=johndoe,ou=People,dc=aaa,dc=bb) in RDBMS!
> [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserLookup][922]
> No UserID found for 'johndoe'!
>
> The point is, Why? Why it can't?
> [Thu Jan 28 10:45:40
> 2016][Error][Kernel::System::Auth::Sync::LDAP::Sync][281] Can't create user
> 'johndoe' (uid=johndoe,ou=People,dc=aaa,dc=bb) in RDBMS!
>
> --
> Cosme Corrêa
> +55 21 4042-6606
> CanalSAC
> O Nosso Negócio é Relacionamento
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
>
>
>
> --
>
> Cosme Corrêa
>
> +55 21 4042-6606
>
> CanalSAC
>
> O Nosso Negócio é Relacionamento
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
--
*Alvaro Cordero RetanaConsultor de Tecnologias*
*Tel: 22585757 ext 123*
*Email:* alv...@gridshield.net
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
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Re: [otrs] Login not creating a DB entry for a new LDAP agent
Hello, That means that the user cannot be sync to the database, you need to verify the user mapping in sysconfig, to match the fields from ldap into OTRS. Regards 2016-01-28 9:59 GMT-06:00 Cosme Faria Corrêa : > Hi, > > my interface message is that: > Panic, user authenticated but no user data can be found in OTRS DB!! > Perhaps the user is invalid. > > My log says: > [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserLookup][922] > No UserID found for 'johndoe'! > [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserLookup][922] > No UserID found for 'johndoe'! > [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserAdd][348] Need > UserEmail! > [Thu Jan 28 10:45:40 > 2016][Error][Kernel::System::Auth::Sync::LDAP::Sync][281] Can't create user > 'johndoe' (uid=johndoe,ou=People,dc=aaa,dc=bb) in RDBMS! > [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserLookup][922] > No UserID found for 'johndoe'! > > The point is, Why? Why it can't? > [Thu Jan 28 10:45:40 > 2016][Error][Kernel::System::Auth::Sync::LDAP::Sync][281] Can't create user > 'johndoe' (uid=johndoe,ou=People,dc=uff,dc=br) in RDBMS! > > -- > Cosme Corrêa > +55 21 4042-6606 > CanalSAC > O Nosso Negócio é Relacionamento > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Auto Close Timer Setting
Hello, You can set the autoclose time in Sysconfig, but that is a Global Setting, it cannot be done on queue basis and it is set to 1 day by default. Also there is a cron that runs every two hours to get all pending tasks done, so if you want to do what you mention you would need to modify both things. Also an autoclose time to short won't make sence, since what it looks is to give time to the customer to approve or reject the closure, if the customer does not answer it will get auto closed, but if he does, then it will get back to open. In the scenario you mention, it would probably better to set another flag and run a generic agent to close the tickets with the flag. Regards 2016-01-28 9:25 GMT-06:00 : > OTRS List; > > Is there a setting somewhere to reduce the timer for an auto-close? > > Can the timer be set on a per-queue basis? > > It's possible that I'm going about this in the wrong manner... > > I'm setting up a new deployment of OTRS. I would like to set a goal of > completing and closing "routine" requests within 2 hours. Currently, I > have a queue for routine requests. I would like the auto-close to close > tickets in this queue within 60 minutes of setting the auto-close. > > Would this be better accomplished with Services and SLAs? > > Thank you, > > Dominic L. Hilsbos, MBA, EIT, CSDA > Director - Information Technology > Perform Air International Inc. > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] how to change Display Name for System Address
Hello Display Name gets set or changed in Email Address where you set the email and the name. If what you are looking for is the name of they system or the company, that is changed in Core::Framework where you set the FQDN and all the general system stuff. Regards 2016-01-28 4:01 GMT-06:00 Coert : > Hello all, > > Our company name changed, and now I am trying to change the Display Name > on the System Address. > So far to no avail. > > I searched through SysConfig, and cannot find it there. > Where do I change it? > Is it stored in the database? > > Thank you in advance, > Coert > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Dynamic Field
Using ACLs for that is pretty easy. You just create ACLs that allow Subcategories on Field B depending on what's chosen on Field A and then same thing for fields on C depending on what's chosen on B. It will kind of cascade, but its pretty usable. Best Regards 2016-01-24 9:07 GMT-06:00 : > Hello, > > I am using OTRS 4, i want to create Dynamic Field > > Eg : Category, Sub-Category, Sub-Sub Category, Sub-Sub Category > > If Category is ABC than Sub-Category is XYZ etc. > > Kindly help > > Best Regards > Milind Tailor > > Information Technology > MOL-IPS India, Mumbai Centre > Work : + 91 22 42478445 > Website : http://www.molpower.com > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] CONFIGURATION ITEM
Look at the logs, you will see a detail on what failed in the CSV. Regards 2016-01-18 15:49 GMT-06:00 André Cavalcante : > Hi there! > > I need some help in importing .SCV files to CMDB. > > I have create the template, but everytime I try to import data no single > line is imported. > > Import summary for ITSMConfigItem > Records: > 5 > Success: > 0 > Failed: > 5 > Last processed line number of import file: > 5 > > > Any hint? > > Thanks! > -- > *André Luiz C. e Cavalcante, PMP, PRINCE2, ITIL EXPERT* > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Dynamic fields (or something like it) for agents?
Hello, there are many options you can use to address what you are looking for. 1. You can use a Dynamic Field the kind you want (Checkbox, Dropbox, etc) to flag the ticket you want and then make an stat to get the info you want. What you need to define is where you want that to be done (the flaggin) when creating the ticket, when adding a note, when answering an email, etc. 2. You can use other OTRS fields to address that, for example priority, you can set the priority to the highest level on those tickets and then similarly make an stat for it. Regards 2016-01-11 14:00 GMT-06:00 Alexandre Lima : > Hello! > > I need to configure my OTRS but I'm having some problems... I thought that > Dynamic Fields could solve them, but unfortunately it's not the case (until > now). > What I need to do is to use some ticket's information to make statistics, > so I would have to mark the tickets that are important to me (like a > checkbox) so I can filter them after. > More precisely, I need to make a monthly report about those marked > tickets. I would also need to add information to those marked tickets, I > could use notes, but I was thinking about a agent side field, like a > Dynamic Field that only agents can modify. > After each month, I would like to filter the marked tickets and then use > the information added by the agents to them to make statistics (how I would > add this information is still a mystery to me). > Do you have any idea about how could I do that? > I hope I was clear about my problem :) > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Automatic customer configuration
Hello, In OTRS you need to have customer user and customer companies, you can use create customer companies and asociate domain name as Company ID and then when adding customer users you can link them to the company by that ID. To avoid maintenance of customer users, you would need to use one or more external customer backends, but that means you still need to maintain your external backends. OTRS needs customer user's and that cannot be avoided. Regards 2015-12-01 12:38 GMT-06:00 Edson Richter : > Hi! > > We are working in the migration from FreshDesk to OTRS. > One feature in FreshDesk is that Customers are tied to a "domain name" > (example: @mycustomercompany.com), and then all tickets created from > users in that domain become users for that customer. > > Is that possible in OTRS? How to implement this feature? > I would like to avoid the maintenance required for customer's users. > > > Thanks for any help, > > -- > Atenciosamente, > > Edson Carlos Ericksson Richter > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] delete tickets
Hello Eugene, that process is slow as you mention, when deleting it has to go into several tables and delete all relations between objects before deleting objects. If you are deleting all tickets and everything in the system then the best way is to drop database and create it again, otherwise best thing is wait, depending on the configuration of your machine that might take you about 10-15 hours, Best thing to do is configure generic agent to run every 10 o 20 minutes. It deletes about 4000 tickets each round. Regards. 2015-11-20 7:32 GMT-06:00 Eugene Polyanichko : > Hi, > > i'm using old otrs 3.1.7 and there is around 170k tickets, that I need to > delete. I'm using generic agent, but the process is VERY slow. It takes > around 5-10 second to delete one ticket and there is actually no load on > hardware (load average: 0.25, 0.20, 0.12), everything is idle. Are there > any ways to make this process faster? > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Issue with states and priority
Hello Rob, notice that you can define the state types for each screen you are going to use, so look at the ViewXXX Screen in the section of Available StateType and check that your states are of the required statetypes, if not you can add them there. For example thare are different state type available for screens like ViewEmailNewo or ViewPhoneNew or ViewNote, etc Best Regards. Alvaro 2015-11-16 9:21 GMT-06:00 Rob Shears : > Definitely States and no changes to the default state types. No ACLs are > defined. The lists I see and edited are all states as well, not state > types. > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 16 November 2015 14:11 > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Issue with states and priority > > > > Be cognizant of the difference between State *types* and states. Also > check if you have ACLs in place. > > > > On Mon, Nov 16, 2015 at 8:51 AM, Rob Shears wrote: > > Moving on from my last problems, I now have a new challenge that is > causing me to pull my hair out. I have defined via the GUI a whole set of > new ticket states (8 in total) and set to invalid all the default states > (except new). I have gone through sysconfig and looked at everywhere that > ‘state’ shows up, there are a bunch of places that list a set of states > that are available as ‘next states’ on tickets, and I’ve filled those in > with all my new states. > > > > Nowhere that a drop down list appears to select the ‘next state’ are my > custom states presented. In most cases, due I guess to the above changes > to mark invalid the default states, the dropdown lists are empty. > > > > I have also reconfigured the priorities, renaming the existing ones. In > most cases, the new names are not reflected in drop down lists. > > > > I’d love some guidance on where the config went wrong, or what I can > present to the group to assist in getting this working properly. > > > > > > Cheers > > > > > > Rob. > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > --------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Issues when attempting to upgrade between OTRS 4.0 and 5.0
ipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- > This message (and any attachments) is for the recipient only. NERC is > subject to the Freedom of Information Act 2000 and the contents of this > email and any reply you make may be disclosed by NERC unless it is exempt > from release under the Act. Any material supplied to NERC may be stored in > an electronic records management system. > -- > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Process Dialog transition directly to transition?
I think you can set a transition action to set a flag or something that triggers the netx transition to be executed. I have done that for example to clear a tag in order to avoid transitioning if for any reason you need to go back to an activity that has already transitioned. So I think you can do the same, do a transition action that sets a flag if nothing else is checked. I believe newest version had the option to deny a condition. Regards. 2015-09-03 15:34 GMT-06:00 Gerald Young : > Hi all, > > If anyone has dealt with the process tickets, is there any way that a > transition can go directly to another transition? (Or, alternatively, if an > Activity has no activity dialog, can we just pass through it?) > > What I'm trying to accomplish: > I have multiple checkboxes on the StartDialog that need to be checked and > a Transition Action applied if checked, but I don't want to create a matrix > of and/or transitions that do A if only a is checked, A and B if a and b > are checked, but B if b is checked and not a. > > In theory, I can set Activity0 [ask for a,b,c] transition0 do nothing and > go to Activity1 [Check A] - transition1 if a, do stuff (or transition2 if > not a, do nothing) -> Activity2 [Check B] -> if b, do stuff, if not b do > nothing -> Activity3 [Check C] -> if c, do stuff, if not c, do nothing ... > etc. > > However, if I submit Activity0, the transition goes to Activity1 and > stops. If I lock the Activity0 ticket, Action2 is triggered, but after > that, I'm not sure how continue. I'd like this to just run through all > Activities if there are no Activity Dialogs in the Activity. > > I'll probably figure it out, but if this is something someone else has > tackled, I'd appreciate any knowledge about it. > > Thank you all kindly. > > Also, if you're interested, I did manage to make processes spawn > concurrent process tickets (via TicketCreate) so I can share the info if > you would like to compare notes. > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] Deploy OTRS configuration from test environment to production environment
Hello Samuel, The best way we've found to that is as follow. 1. Take into account that you have data tables and config tables. Data tables are the ones you just mentioned and config tables are tables like group, user, role, group-role, and so on. 2. When you work on development (test) systems, you need to know where the changes are applied so you can move them to the production system when needed. Config is mantained in ZZZAuto files and you can move that from one server to another. 3. Backup and update individual tables when you need to pass changes (dynamic fields, permissions, groups, roles, etc) 4. Never move or update data tables (ticket, article, faq,dynamic_field_value). 5. Processes, ACLs and stats you can export and import, but need to have config data first (dynamic Fields, Process Configuration) We have not found a better way of doing so, you just need to be sure your systems are kept syncronized after a pass to production. Regards 2015-08-13 6:33 GMT-06:00 Samuel Diniz Casimiro < samuel.casim...@camara.leg.br>: > Hi guys, > > > > Thank you so much. But I think I wasn't clear enough. > > > > Imagine I already have two environments, both operational and identical at > time zero: one for testing and one for production. > > > > Every time a request for change OTRS configuration arrives (some new > configuration, a new dynamic field, a new ACL, new process, everything > about configuration etc), I need to implement it, test it and then deploy > it to production, like any other application. > > > > In other words, I need to export/import all configuration data on a > regular basis, but should leave the other production data intact (history > of tickets, articles etc...). So drop the database is not an option. > > > > Any idea? > > > > Thanks > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] otrs Digest, Vol 83, Issue 3
> >> test env. and deploy it into production env? > >> > >> > >> > >> I know I could copy and paste the ZZZAuto.pm file, but is that > >> enough? Is there any database configuration data I should also take > care? If so, how? > >> > >> > >> > >> I know I could use the provided backup.pl script, but I don?t want to > >> backup/restore all the data, only the configuration data. Is there > >> any way to do so? > >> > >> > >> > >> Thanks in advance, > >> > >> > >> > >> Samuel > >> > >> - > >> OTRS mailing list: otrs - Webpage: http://otrs.org/ > >> Archive: http://lists.otrs.org/pipermail/otrs > >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >> > > > > > > - > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > -- next part -- > An HTML attachment was scrubbed... > URL: < > http://lists.otrs.org/pipermail/otrs/attachments/20150812/2cb9b5bd/attachment-0001.html > > > > -- > > Message: 4 > Date: Wed, 12 Aug 2015 13:32:17 -0700 > From: Jay > Subject: Re: [otrs] Deploy OTRS configuration from test environment to > production environment > To: "User questions and discussions about OTRS." > Message-ID: > r52ge_kbufn3r+yt9yhy59srmted-q6xlm4zgwwb1_...@mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > oops.. i missed the last part of your question. sorry. > > can u just export/import the configuration directly from the UI? > > Jay > > On Wed, Aug 12, 2015 at 1:23 PM, Jay wrote: > > > Have you checked out the /opt/otrs/scripts/backup.pl and > > /opt/otrs/scripts/restore.pl scripts? These are both described at > > https://otrs.github.io/doc/manual/admin/stable/en/html/backup-and-rest > > ore.html > > . > > > > When performing restore from the generated backup files, I usually > > find that it's necessary to drop/create the mysql otrs database. > > Otherwise, the restore will complain that the database already exists. > > > > On the production environment, generate a backup: > > sudo /opt/otrs/scripts/backup.pl -d /path/to/backup/folder > > > > On the test environment: > > 1. Copy the backup from the production system. > > 2. Drop/create the otrs database. WARNING: make sure you're on the dev > > environment. > > mysql -e "drop database otrs;" > > mysql -e "create database otrs;" > > 3. Restore the backup. > > /opt/otrs/scripts/restore.pl -b > > /path/to/backup/folder/YYY-MM-DD_hh-mm/ > > -d /opt/otrs/ > > 4. Verify the DB. > > su - otrs -c '$HOME/bin/otrs.CheckDB.pl' > > 5. Re-configure the otrs cron jobs. > > /opt/otrs/bin/Cron.sh restart otrs > > 6. To disable otrs user cron jobs, for testing or to avoid colliding > > with an existing production instance, disable the otrs crontab with > > '/opt/otrs/bin/Cron.sh stop otrs'. > > 7. Start the Scheduler. > > su - otrs -c '$HOME/bin/otrs.Scheduler.pl -a start' > > > > Hope this helps. > > > > > > > > Jay > > > > On Wed, Aug 12, 2015 at 1:00 PM, Leonardo Certuche < > > leonardo.certu...@itconsultores.com.co> wrote: > > > >> Hello, > >> > >> The way we have done that before is: > >> > >> on app: > >> tar --exclude=var/article --exclude=var/tmp -cvpzf ../otrs_app.tar.gz > >> * > >> > >> on db: > >> mysqldump -u root -p otrs > otrs_db.sql > >> > >> And then restore both on your new environment, previous installation > >> of the product so all software requirements are already met. > >> > >> On 12 August 2015 at 14:53, Samuel Diniz Casimiro < > >> samuel.casim...@camara.leg.br> wrote: > >> > >>> Hi everyone! > >>> > >>> > >>> > >>> I?m using OTRS 4.0.11. > >>> > >>> > >>> > >>> Because of some company policies, I need to set up to environments, > >>> one for testing and another for production (operational). > >>> > >>> > >>> > >>> The problem is: How to export the required configuration data from > >>> test env. and deploy it into production env? > >>> > >>> > >>> > >>> I know I could copy and paste the ZZZAuto.pm file, but is that enough? > >>> Is there any database configuration data I should also take care? If > >>> so, how? > >>> > >>> > >>> > >>> I know I could use the provided backup.pl script, but I don?t want > >>> to backup/restore all the data, only the configuration data. Is > >>> there any way to do so? > >>> > >>> > >>> > >>> Thanks in advance, > >>> > >>> > >>> > >>> Samuel > >>> > >>> > >>> - OTRS mailing list: otrs - Webpage: http://otrs.org/ > >>> Archive: http://lists.otrs.org/pipermail/otrs > >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >>> > >> > >> > >> - > >> OTRS mailing list: otrs - Webpage: http://otrs.org/ > >> Archive: http://lists.otrs.org/pipermail/otrs > >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >> > > > > > -- next part -- > An HTML attachment was scrubbed... > URL: < > http://lists.otrs.org/pipermail/otrs/attachments/20150812/dfd8de4c/attachment.html > > > > -- > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > End of otrs Digest, Vol 83, Issue 3 > *** > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
Re: [otrs] How to split a ticket
Hello, Split was available in 2.4.x, you can disable or enable it in Sysconfig. look for Split into the options and you should get various references. Split always use AgentTicketPhone screen. You alos need to consider that you can only split on any external-note or customer or email article. Best Regards. 2015-02-27 5:19 GMT-06:00 claude : > Hi, > > Thanks for your response but in my OTRS I do not have this button. > > I have an old version 2.4.7 > > Perhaps do I disabled this or doesn't exist in this version? > > Claude > > > On 27.02.15 10:44, Frank Thommen wrote: >> >>> On 27.02.15 08:53, claude wrote: >>> >>>> Hi, >>>> >>>> [...] >>>> >>>> So, can I split this ticket ? and how ? >>>> >>> See the commented attached screenshot (from AgentTicketZoom). >>> frank >>> >> btw: It will split exactly at the message where you click "split". >> f. >> >> - >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > --------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/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/cgi-bin/listinfo/otrs
[otrs] Filtering Available Process by Role via ACL
Hello, I am running OTRS 3.38 in CentOS with mysql and Apache. We have beeing creating different process for multiple departments and we are trying to filter wich process are available according to the user role. I have been testing this according the example ACLs from the documentation but it does not make any effect, all users can see all process. https://otrs.github.io/doc/manual/admin/3.3/en/html/customization.html I have the following as in the example *Match Settings * Properties -> User -> Role -> [Role1] *Change Settings* Possible -> Process-> ProcessEntityID -> [P3,P6] Has anyone have a success for this kind of scenario? Thanks in advance -- ___________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Displaying added CI fields
Hello Gene, CMDB Module is part of the ITSM Package. Regarding the display of the new fields, first thing to check is if the ones you are displaying have those fields in, what happens if you try to edit those items, are the new fields there and filled, when you check the item history, you can see the changes being applied? When you modify a class and you already had items, you won't see the new fields until you edit it. Regards 2014-11-03 8:42 GMT-06:00 Gene Matthews : > After submitting this, I’m wondering if I should have posted this to the > ITSM list?? Since I see that ITSM module referenced in the URL I mentioned > below. I THINK the CMDB is part of the base OTRS isn’t it? > > > > Please let me know if I’m posting in the wrong list. > > > > Gene > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Gene Matthews > *Sent:* Monday, November 3, 2014 8:38 AM > *To:* otrs@otrs.org > *Subject:* [otrs] Displaying added CI fields > > > > Hi, > > > > We are pretty new to OTRS. We have it installed (ITSM also) in a test > environment. I’ve been importing CIs into the CMDB successfully and have > change the ‘Computer’ class definition to add some new fields. The new > fields are being added and my imports are working; when I do an export I > see all the data. > > > > What I haven’t figured out yet is how to get the new fields and their > values to display. When I go to the CMDB overview and double click on a > ‘Computer’ CI, I don’t see any of the new fields. > > > > How can I update this view so that my new fields are displayed? It looks > like it is calling something from AgentITSMConfigItemZoom based upon the > URL. Should I be looking under Admin in the web interface for this? > > > > Thanks, > > > > Gene > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Authentication failed for customers - Windows 2012 R2 AD LDAP
Raul, if customer is the issue, you need to ensure you have configured AD also in sysconfig, look for Auth variable and there you should have the same settings as in Config.pm otherwise you need to add customers into data base., Frontend::Customer::Auth Regards 2014-10-10 11:59 GMT-06:00 Raul Libório : > Marshall, > Yes, I have also read something about that but I can not remember that was > related. I'm looking to find these parameters, if a problem of AD. > > Alvaro, my problem is with customers. I'm using the sAMAccountName for > authentication, as the mapping done in Config.pm > > Thanks! > > Raul Libório > http://rauhmaru.blogspot.com/ > openSUSE Member | Linux User #581 > > On Fri, Oct 10, 2014 at 12:18 PM, Alvaro Cordero > wrote: > >> Did you verify what are you using to authenticate as uuid, email, >> SAMAccountname, other, that affects too. Also, are you having issues >> authenticating agents or customers? >> >> Regards >> >> 2014-10-09 15:11 GMT-06:00 Raul Libório : >> >>> Hello >>> >>> I have an Active Directory installed on Windows Server 2012 R2. The OTRS >>> can view all users, however, when I try to authenticate, displays error >>> like username or password is incorrect. >>> Does anyone have any tips on how to solve? >>> >>> Thanks >>> >>> Raul Libório >>> http://rauhmaru.blogspot.com/ >>> openSUSE Member | Linux User #581 >>> >>> ----- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >> >> >> >> -- >> ___ >> Alvaro Cordero Retana >> Consultor de Tecnologias >> Gridshield Monitoreo de Redes e >> Infraestructura. >> 2258-5757 ext 123 >> alv...@gridshield.net >> www.gridshield.net >> >> - >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Authentication failed for customers - Windows 2012 R2 AD LDAP
Did you verify what are you using to authenticate as uuid, email, SAMAccountname, other, that affects too. Also, are you having issues authenticating agents or customers? Regards 2014-10-09 15:11 GMT-06:00 Raul Libório : > Hello > > I have an Active Directory installed on Windows Server 2012 R2. The OTRS > can view all users, however, when I try to authenticate, displays error > like username or password is incorrect. > Does anyone have any tips on how to solve? > > Thanks > > Raul Libório > http://rauhmaru.blogspot.com/ > openSUSE Member | Linux User #581 > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification to customer on move event
To do what you need use Notification event and chose Customer as destination for your especific event. Regards 2014-10-07 2:15 GMT-06:00 Lars Jørgensen : > 2014-10-06 15:18 GMT+02:00 Gerald Young : > >> I guess. But is the mere act of assigning the queue sufficiently >> repeatable that you don't want to explain this concept in a reply and just >> change queues separately? >> > > Yes, it happens a bit. We're not a high volume site, but gets around > 50-70 support tickets each day. I think one or two of them are moved into > the evaluation queues, and the people responsible for doing it requested > the automatic customer notification. > > As far as I can see OTRS supports this. I just can't make it work. Any > hints? > > > Lars > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Help - how to create multiple knowledge bases (FAQ)
Hello, Basically what you need to do is to create the set of categories with permissions into the different groups you want to access the Knowledge. For example create Category FAQ 1 and add assign it to groups for queues A--M and so on. To bring access to the module, just give them ro acces into faq group. Regards. 2014-08-29 11:28 GMT-06:00 Brian van Veen : > Hello List! > > I need help on the following: > We want to create multiple knowledge bases, but don`t know how. > As an example I want to use FAQ1 for queues A till M and FAQ2 for queues N > till Z. > Can this be done? If so, please explain. > > Thanks in advance! > > Best Regards, > > *Brian van Veen* > > E-mail: b...@nakamobile.com > Mobile: +44 7937 950 860 <%2B44%207937%2095%25> > Office: +41 81 511 5700 > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] ACL Defaults
You can do ACLs based on Actions, so you can for example do an ACL for the
case where the Action is AgentTicketClose and Queue is X then Available
State is Y.
Also, if you do it on newer versión you can do it through Front End in
Ticket Settings --> Access Control Lists (ACLs).
Best Regards.
2014-06-20 4:58 GMT-06:00 Martin Hochreiter :
> Hi!
>
>
>
> I want to have another default state for agent answers and discovered
> the ACLs for influencing OTRS behaviour.
>
>
>
> Only the mentioned states are shown but
>
> unfortunately I can reorder the States as I want, OTRS still takes „closed
> sucessful“
> if available as it ist he global default.
>
> Can I tell OTRS via ACL what the desired order of states should be or at
> least,
>
> what the default state is?
>
>
>
> $Self->{TicketAcl}->{"testTicketState"} = {
>
> 'Possible' => {
>
> 'Ticket' => {
>
> 'State' => [
>
> 'in Bearbeitung',
>
> 'closed successful',
>
> 'closed unsuccessful',
>
> 'open',
>
> 'pending auto reminder'
>
> ]
>
> }
>
> },
>
> 'PossibleNot' => {},
>
> 'Properties' => {
>
> 'Queue' => {
>
> 'RealName' => [
>
> 'Marketing'
>
> ]
>
> }
>
> },
>
> 'PropertiesDatabase' => {},
>
> 'StopAfterMatch' => 0
>
> };
>
>
>
> }
>
> 1;
>
>
>
> Regards
>
> Martin
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
--
___
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alv...@gridshield.net
www.gridshield.net
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Setting Default Fields for New Phone/Email Ticket Easy-Entry
Hello Leah, I would use ACLs configuration for that. You can set thos values based on filters for each specific case. I believe you can use Group Membership to filter. Best Regards/ 2014-06-05 9:28 GMT-06:00 Leah Kelly : > Hi everybody, > > I am looking for a way to have the fields in the New Phone Ticket and New > Email Ticket auto-set (by selecting a default, perhaps). > > We have ‘Type’ and ‘From queue’ that if we could have auto-populate to a > default setting of some sort would be very helpful. > > For Type, it would just be ‘Default’. > For ‘From Queue’, is there a way to make this default to the queue of > which the agent signed in is a member? > All my members are only a member of one queue, and for our implementation > it would make sense if this field could assume it’s coming > from the queue of the agent who is signed in and who is clicking on the > ‘New Phone/Email Ticket’. > > Also, the ‘Owner’ drop-down, we have to click on the refresh arrow to get > the list to fully populate. Is there a way to make this so it just always > lists > everybody? We are only about 15 strong. > > The point is so they they have fewer things to click and choose when > creating a new ticket. > > Thanks for any help you can provide. > > Leah > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.
27;(memberOf='CN=OTRS_Users,OU=XXX,DC=xxx,DC=xxx)',
>
> # if both your frontend and your LDAP are unicode, use this:
>
> # SourceCharset => 'utf-8',
>
> # DestCharset => 'utf-8',
>
> # if your frontend is unicode and the charset of your
>
> # ldap server is iso-8859-1, use these options.
>
> # SourceCharset => 'iso-8859-1',
>
> # DestCharset => 'utf-8',
>
> # Net::LDAP new params (if needed - for more info see perldoc
> Net::LDAP)
>
> Params => {
>
> port => 389,
>
> timeout => 120,
>
> async => 0,
>
> version => 3,
>
> },
>
> },
>
> # customer unique id
>
> CustomerKey => 'sAMAccountName',
>
> # customer #
>
> CustomerID => 'company',
>
> CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
>
> CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
>
> CustomerUserSearchPrefix => '',
>
> CustomerUserSearchSuffix => '*',
>
> CustomerUserSearchListLimit => 250,
>
> CustomerUserPostMasterSearchFields => ['mail'],
>
> CustomerUserNameFields => ['givenname', 'sn'],
>
> # show not own tickets in customer panel, CompanyTickets
>
> # CustomerUserExcludePrimaryCustomerID => 0,
>
> # add an ldap filter for valid users (expert setting)
>
> #CustomerUserValidFilter => '(!(description=locked))',
>
> # administrator can't change customer preferences
>
> # AdminSetPreferences => 0,
>
> ## cache time to live in sec. - cache any database queries
>
> #CacheTTL => 0,
>
> Map => [
>
> # note: Login, Email and CustomerID are mandatory!
>
> # var, frontend, storage, shown (1=always,2=lite), required,
> storage-type, http-link, readonly
>
> [ 'UserTitle', 'Title', 'title', 1, 0, 'var',
> '', 0 ],
>
> [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var',
> '', 0 ],
>
> [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var',
> '', 0 ],
>
> [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var',
> '', 0 ],
>
> [ 'UserEmail', 'Email', 'mail',1, 1, 'var',
> '', 0 ],
>
> [ 'UserCustomerID', 'CustomerID', 'company', 0, 1, 'var',
> '', 0 ],
>
> #[ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0,
> 'var', '', 0 ],
>
> [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var',
> '', 0 ],
>
> [ 'UserAddress','Address','postaladdress', 1, 0, 'var',
> '', 0 ],
>
> [ 'UserComment','Comment','description', 1, 0, 'var',
> '', 0 ],
>
> ],
>
> };
>
>
>
> Can someone please help me with this? I’ve been searching on the web for
> quite some time now, and I can’t figure it out…
>
> All our users have the same company name so everyone can see each other’s
> tickets, that’s why we use “company” as CustomerID instead of
> sAMAccountName…
>
>
>
> OTRS is installed on a Windows 2012 server, the database is SQL 2008
> Express and the OTRS version we use is 3.3.7
>
> Kind regards,
> Erik
>
> Met vriendelijke groet / Kind regards / Mit freundlichem Gruß,
> ___
>
> Erik van Ast
> SUZO-HAPP GROUP | Systems Administrator
> Office: +31-(0)186-64 | Fax: +31-(0)186-643377
> erik.van@suzohapp.nl | www.suzohapp.nl NL
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
--
___
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alv...@gridshield.net
www.gridshield.net
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] Odd issue - "This item has no articles yet."
That happens when for some reason the system gets hang or slow and it creates the ticket, but doen't write the article to it, or even if it writes the article it fails to associate it to the ticket. You have to look for performance issues, slowness and or other parts of the system failing, might be the email, Domain Service, etc. To fix it, what you need to do is to add an article to those tickets, that way the users can view them. Odds are that the article was never created, if you as admin can see it's history you migth find out the article id and throug DB commands attach them otherwise most likely the info got lost. Regards. 2014-05-22 8:44 GMT-06:00 Marty Hillman : > On three separate tickets opened this morning, clicking into them returns > the message, “This item has no articles yet.” This occurred on tickets > opened by two different users. The only commonality is that they were all > for the same sub-queue, so they were opened through the web interface. > (Emailed tickets hit a different master queue for manual distribution.) > > > > Any thoughts on how to see the details that were entered for these tickets? > > > > Marty Hillman – IT Manager of Network Infrastructure > > [image: Description: > http://intranet.equuscs.com/mishelp/Faq/email-signature/logo.png] > > > > 5801 Clearwater Drive, Minnetonka, MN 55343 > > > > *P* 612.617.4333 | *E** mhill...@equuscs.com * > > > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] OTRS querys to AD taken as DoS by Antivirus (Trend Micro)
Hello, We have an installation of OTRS 3.1 with KIX4OTRS lastest for the version running on CentOS 5.9, mysql and apache, using LDAP Auth on Windows AD 2008. Few months ago we started to see intermitent connection problemas to AD Server, eventually it was narrowed down to when a normal search or a custom report was run. System logs only showed that there was no connection with AD Server and with no reason after a while connection was regained. Finally we found out that the antivirus was detecting our connection attempts to AD Server as DoS and it was blocking our OTRS. What we see is that everytime a ticket is looked for or a search is run, the system sends hundreds of requests to the AD Server, especially when querying customer info. We have seen this happening in all other systems with AD, but this is the first time it gets blocked. Antivirus was Trend Micro and after stoping the antivirus the issue stopped. We have other instances running on different environments and haven't seen this behaviour anywhere else. So we are wondering if this could have been that the antivirus parameters were to sensitive or if our instance was sending more requests thant expected by the AD Server. Has anyone seen this kind of issue. -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Escalation
Hello Simon, the way it works is how you described (It will notify all the agents who have read-write acces into the queue) what you request can be addressed by using notification event where you can chose whether to send it to everyone, or specific email address or even to the customer. Regards 2014-05-09 5:10 GMT-06:00 Simon Allison : > > > Hi, > > > > We have setup Queue escalation with OTRS, We did enable email notification > with the GenericAgent.pm config, but the emails go to everyone on the > queue, is there anyway we can just set it to an email address? > > > > > > Simon Allison > > South Downs College > > > > > > ** > This message may contain privileged and confidential information. > It is intended solely for the person to whom it is addressed. > If you are not the intended recipient, please notify the sender and delete > the message immediately. > > The text in this e-mail and any attachments should not be altered or > tampered with in any way. > Any views expressed in this message are those of the individual sender and > do not necessarily > reflect the views of South Downs College <http://www.southdowns.ac.uk>. > ** > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Company Tickets
In order for this to work, all the company users should have the same CustomerID which is the CustomerID in the Customer Company reference as well., that's the way system relates all customers within the same company. Regards 2014-04-29 14:26 GMT-06:00 André Cavalcante : > Hi there, > > I wonder why Company Tickets is not working. > > The customers in my system should have access to all tickets opened buy > their department colleagues via the customer panel. > > When they select Customer Tickets at Customer Panel nothing happens. > > Thanks in advance for your time and you help. > > -- > *André Luiz C. e Cavalcante, PMP, PRINCE2* > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Ignoring out-of-office autoreplies
You could use email filters for that, search for Out of the office in the header or the body, etc and then ignore those messages. Regards 2014-04-04 3:10 GMT-06:00 Sander Goudswaard < s.goudswa...@westerscheldetunnel.nl>: > I'd like to avoid autoreplies from customers (out of office etc.) to > re-open my tickets, or change the state from Pending-customer to Open. > > > > Found these references: > > > https://otrsteam.ideascale.com/a/dtd/Out-of-office-auto-replies/114882-10369 > > > > > http://blog.otrs.org/2010/10/22/dont-let-out-of-office-emails-change-your-ticket/ > > > > Has anyone implemented a solution like this? I'm of course looking for > something that survives upgrades and doesn't require too much fiddling. > > > > Thanks, > Sander > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Will the autoresponses only work for email tickets
They are mapped to all queues, I am looking into the code to see if anywhere it is linked to only incoming email tickets, but I don't see anything. Regards 2014-04-03 9:33 GMT-06:00 Gerald Young : > make sure autoresponses are attached to all queues. > > > On Thu, Apr 3, 2014 at 11:29 AM, Alvaro Cordero wrote: > >> Hello, >> >> I am using OTRS 3.3.5 on a CentOS System >> >> I have being trying to make an autoresponse to go out to a customer >> whenever a new ticket gets created, but it only works when the new ticket >> is created by email, not when I create a Process ticket nor a Phone Ticket >> nor an Email Ticket. >> >> Since the autoresponse didn't work I tried with a Notification event for >> the ticketcreate event, but it has the exact same efect, it only goes out >> when the ticket is created by an incoming email but not when a phone, email >> or process ticket is created. >> >> I know you migth say, if the customer is calling give'em the ticket >> number or send a email afterwards >> >> Any advice will be appreciated. >> >> -- >> ___ >> Alvaro Cordero Retana >> Consultor de Tecnologias >> Gridshield Monitoreo de Redes e >> Infraestructura. >> 2258-5757 ext 123 >> alv...@gridshield.net >> www.gridshield.net >> >> - >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > > --------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Will the autoresponses only work for email tickets
Hello, I am using OTRS 3.3.5 on a CentOS System I have being trying to make an autoresponse to go out to a customer whenever a new ticket gets created, but it only works when the new ticket is created by email, not when I create a Process ticket nor a Phone Ticket nor an Email Ticket. Since the autoresponse didn't work I tried with a Notification event for the ticketcreate event, but it has the exact same efect, it only goes out when the ticket is created by an incoming email but not when a phone, email or process ticket is created. I know you migth say, if the customer is calling give'em the ticket number or send a email afterwards Any advice will be appreciated. -- _______ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Need help to build ACL
Ticket::EventModulePost###120-ForceOwnerResetOnMove Regards 2014-03-27 17:14 GMT-06:00 Alvaro Cordero : > Hello, you dont have to do an ACL for that, there is a feature called > OwnerResetOnMove that you need to set to yes. With that as soon as the > ticket is moved it gets unlocked and the agent is no longer the owner. > > Regards > > > 2014-03-27 16:34 GMT-06:00 André Cavalcante : > >> Hi Everyone, >> >> I need some help to build an ACL. I use OTRS 3.3.5. >> >> The problem is the following: when th agent moves the ticket to another >> queue he/she remais the owner until some agent of the new queue locks the >> ticket, I'd to build an ACL to remove the ownership of the ticket when it >> is moved. >> >> I don't know if it is possible. >> >> Thanks for you time. >> >> -- >> *André Luiz C. e Cavalcante* >> Coordenador de Eleições >> TRE-BA / STI / COELE >> >> - >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > > > -- > ___ > Alvaro Cordero Retana > Consultor de Tecnologias > Gridshield Monitoreo de Redes e > Infraestructura. > 2258-5757 ext 123 > alv...@gridshield.net > www.gridshield.net > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Need help to build ACL
Hello, you dont have to do an ACL for that, there is a feature called OwnerResetOnMove that you need to set to yes. With that as soon as the ticket is moved it gets unlocked and the agent is no longer the owner. Regards 2014-03-27 16:34 GMT-06:00 André Cavalcante : > Hi Everyone, > > I need some help to build an ACL. I use OTRS 3.3.5. > > The problem is the following: when th agent moves the ticket to another > queue he/she remais the owner until some agent of the new queue locks the > ticket, I'd to build an ACL to remove the ownership of the ticket when it > is moved. > > I don't know if it is possible. > > Thanks for you time. > > -- > *André Luiz C. e Cavalcante* > Coordenador de Eleições > TRE-BA / STI / COELE > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] How to migrate from 3.1.10 to 3.3.4
ll > packages 3.1.10 version that is from the old system. > > > > I only intend to keep the tickets data, CMDB and related data. > > > > > > > > Thanks > > > > > > - > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > > > -- > ___ > Alvaro Cordero Retana > Consultor de Tecnologias > Gridshield Monitoreo de Redes e > Infraestructura. > 2258-5757 ext 123 > alv...@gridshield.net > www.gridshield.net > > > - OTRS > mailing list: otrs - Webpage: http://otrs.org/ Archive: > http://lists.otrs.org/pipermail/otrs To unsubscribe: > http://lists.otrs.org/cgi-bin/listinfo/otrs > > > --------- OTRS > mailing list: otrs - Webpage: http://otrs.org/ Archive: > http://lists.otrs.org/pipermail/otrs To unsubscribe: > http://lists.otrs.org/cgi-bin/listinfo/otrs > > - OTRS > mailing list: otrs - Webpage: http://otrs.org/ Archive: > http://lists.otrs.org/pipermail/otrs To unsubscribe: > http://lists.otrs.org/cgi-bin/listinfo/otrs > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] How to migrate from 3.1.10 to 3.3.4
Also you need to download a install packages for 3.3 then your repository will update to 3.3 Regards 2014-02-18 8:40 GMT-06:00 Reto Müller : > Hi > > As far as I know you have to update first to 3.2 and than to 3.3. I had no > problems to upgrade from 3.1 > 3.2 > 3.3 by following the steps in the OTRS > documentation. > http://doc.otrs.org/3.3/en/html/upgrading.html > > Cheers > Reto > > Am 18.02.14 15:27, schrieb sameer khan: > > Hi guys, > > I want to migrate from my 3.1.10 system to 3.3.4 ( new server). I have > tried the database dump, but i see it is not working properly i.e. in > package manager on 3.3.4 with database restored from 3.1.10 , i am still > packages 3.1.10 version that is from the old system. > > I only intend to keep the tickets data, CMDB and related data. > > > > Thanks > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] customer user sync from AD
Hello, Customer auth, needs to be configured in Config.pm and also in sysconfig via de Moduel *FrontEnd::Customer::Auth*, there you need to set the authentication mode to LDAP, otherwise it will happen what you describe. Regards 2014-01-30 Darshak Modi > Hello, > > We are seeing the customers currently added to AD are unable to login into > OTRS as they get errors. > Is there a way OTRS sync with AD ? > > Also for some users, I get Authentication OK, but no such user. > Can someone help ? > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Filtering Services based on Dynamic Field Content
Just an update a coworker of mine found what seems to be a bug and fixed it
in our installation. He looged a Bug to OTRS
http://bugs.otrs.org/show_bug.cgi?id=10202
Regards
2014-01-23 Alvaro Cordero
> In addition to that as Gerald says, yes my code is based on the OTRS
> refference.
>
> Also I know for a regular form (Ticket Phone, or Email) in OTRS it might
> not make sense what I am doing since Dynamic Fields are shown after the
> ticket body where you are supposed to have already chosen Service and SLAs
> but in this case users first categorize what they need and then choose the
> service based on that, another reason to use Process Management module.
>
>
> 2014/1/23 Alvaro Cordero
>
>> Hello Thanks for your response.
>>
>> In fact, I've used the tree values, but my idea is to use just
>> Subcategoría since the other ones have already being filtered. So what I
>> expected to work was something like
>>
>> $Self->{TicketAcl}->{'P1-A1-AD1-5'} = {
>>
>> Properties => {
>>
>> Process => {
>>
>> ActivityDialogEntityID => ['AD1'],
>>
>> },
>>
>> Ticket => {
>>
>> DynamicField_SubCategoria => ['[RegExp]^BUSINESS
>> APPLICATIONS'],
>>
>> },
>>
>> },
>>
>> Possible => {
>>
>> Ticket => {
>>
>> Service => ['[RegExp]^Customer
>> Support::Business*'],
>>
>> State => ['open'],
>>
>> },
>>
>> },
>>
>> };
>>
>>
>> 2014/1/23 Gerald Young
>>
>>> Just so anyone who follows this might like to know (I see your code is
>>> related to this, so this is redundant.)
>>> http://doc.otrs.org/3.2/en/html/customization.html#acl-reference
>>>
>>> This expects Type and DynamicField which has a name of Categoria (and
>>> also of name SubCategoria) must match those values (AND) together.
>>>
>>> But do you think your filter is too specific? (for instance, can you
>>> only choose to filter on DynamicField_SubCategoria because that's the most
>>> significant choice that affects the Possible?)
>>>
>>>
>>>
>>>
>>> On Thu, Jan 23, 2014 at 4:47 PM, Alvaro Cordero
>>> wrote:
>>>
>>>> Thanks Gerald,
>>>>
>>>> I am using OTRS 3.2.10 a sample looks like this. We are using Process
>>>> Module since it makes easier to create custom forms. I am using ACLs due to
>>>> a big list of Default Services available for all internal Customers
>>>>
>>>> It works as it goes, but if I enable either Field(Categoria or
>>>> SubCategoria) ACL just don't work.
>>>>
>>>> $Self->{TicketAcl}->{'P1-A1-AD1-5'} = {
>>>>
>>>> Properties => {
>>>>
>>>> Process => {
>>>>
>>>> ActivityDialogEntityID => ['AD1'],
>>>>
>>>> },
>>>>
>>>> Ticket => {
>>>>
>>>> Type => ['Type1'],
>>>>
>>>> #DynamicField_Categoria => ['CUSTOMER SUPPORT'],
>>>>
>>>> #DynamicField_SubCategoria => ['[RegExp]^BUSINESS
>>>> APPLICATIONS'],
>>>>
>>>> },
>>>>
>>>> },
>>>>
>>>> Possible => {
>>>>
>>>> Ticket => {
>>>>
>>>> Service => ['[RegExp]^Customer
>>>> Support::Business*'],
>>>>
>>>> State => ['open'],
>>>>
>>>> },
>>>>
>>>> },
>>>>
>>>> };
>>>>
>>>>
>>>> 2014/1/23 Gerald Young
>>>>
>>>>> What did you try in ACL? Could we see a sample? What version OTRS?
>>>>>
>>>>>
>>>>> On Thu, Jan 23, 2014 at 4:16 PM, Alvaro Cordero >>>> > wrote:
>>>>>
>>>>>> Hello, I have been working on a deployment where we have two dynamic
>>>>>> Fields Called Category and SubCategory and then the services are defined
>>>>>> based on
Re: [otrs] Filtering Services based on Dynamic Field Content
In addition to that as Gerald says, yes my code is based on the OTRS
refference.
Also I know for a regular form (Ticket Phone, or Email) in OTRS it might
not make sense what I am doing since Dynamic Fields are shown after the
ticket body where you are supposed to have already chosen Service and SLAs
but in this case users first categorize what they need and then choose the
service based on that, another reason to use Process Management module.
2014/1/23 Alvaro Cordero
> Hello Thanks for your response.
>
> In fact, I've used the tree values, but my idea is to use just
> Subcategoría since the other ones have already being filtered. So what I
> expected to work was something like
>
> $Self->{TicketAcl}->{'P1-A1-AD1-5'} = {
>
> Properties => {
>
> Process => {
>
> ActivityDialogEntityID => ['AD1'],
>
> },
>
> Ticket => {
>
> DynamicField_SubCategoria => ['[RegExp]^BUSINESS
> APPLICATIONS'],
>
> },
>
> },
>
> Possible => {
>
> Ticket => {
>
> Service => ['[RegExp]^Customer
> Support::Business*'],
>
> State => ['open'],
>
> },
>
> },
>
> };
>
>
> 2014/1/23 Gerald Young
>
>> Just so anyone who follows this might like to know (I see your code is
>> related to this, so this is redundant.)
>> http://doc.otrs.org/3.2/en/html/customization.html#acl-reference
>>
>> This expects Type and DynamicField which has a name of Categoria (and
>> also of name SubCategoria) must match those values (AND) together.
>>
>> But do you think your filter is too specific? (for instance, can you only
>> choose to filter on DynamicField_SubCategoria because that's the most
>> significant choice that affects the Possible?)
>>
>>
>>
>>
>> On Thu, Jan 23, 2014 at 4:47 PM, Alvaro Cordero wrote:
>>
>>> Thanks Gerald,
>>>
>>> I am using OTRS 3.2.10 a sample looks like this. We are using Process
>>> Module since it makes easier to create custom forms. I am using ACLs due to
>>> a big list of Default Services available for all internal Customers
>>>
>>> It works as it goes, but if I enable either Field(Categoria or
>>> SubCategoria) ACL just don't work.
>>>
>>> $Self->{TicketAcl}->{'P1-A1-AD1-5'} = {
>>>
>>> Properties => {
>>>
>>> Process => {
>>>
>>> ActivityDialogEntityID => ['AD1'],
>>>
>>> },
>>>
>>> Ticket => {
>>>
>>> Type => ['Type1'],
>>>
>>> #DynamicField_Categoria => ['CUSTOMER SUPPORT'],
>>>
>>> #DynamicField_SubCategoria => ['[RegExp]^BUSINESS
>>> APPLICATIONS'],
>>>
>>> },
>>>
>>> },
>>>
>>> Possible => {
>>>
>>> Ticket => {
>>>
>>> Service => ['[RegExp]^Customer
>>> Support::Business*'],
>>>
>>> State => ['open'],
>>>
>>> },
>>>
>>> },
>>>
>>> };
>>>
>>>
>>> 2014/1/23 Gerald Young
>>>
>>>> What did you try in ACL? Could we see a sample? What version OTRS?
>>>>
>>>>
>>>> On Thu, Jan 23, 2014 at 4:16 PM, Alvaro Cordero
>>>> wrote:
>>>>
>>>>> Hello, I have been working on a deployment where we have two dynamic
>>>>> Fields Called Category and SubCategory and then the services are defined
>>>>> based on those two fields.
>>>>>
>>>>> I have been working on filtering the Services Available based on the
>>>>> selection of the above dynamic Fields, but no matter what combination of
>>>>> properties I do, I cannot get the ACL to work.
>>>>>
>>>>> I can filter services based on ticket type though.
>>>>>
>>>>> Has anyone achive something like that?
>>>>>
>>>>> Thanks
>>>>>
>>>>> --
>>>>> ___
>>>>> Alvaro Cordero Retana
>>>>>
>>>>>
>>>&
Re: [otrs] Filtering Services based on Dynamic Field Content
Hello Thanks for your response.
In fact, I've used the tree values, but my idea is to use just Subcategoría
since the other ones have already being filtered. So what I expected to
work was something like
$Self->{TicketAcl}->{'P1-A1-AD1-5'} = {
Properties => {
Process => {
ActivityDialogEntityID => ['AD1'],
},
Ticket => {
DynamicField_SubCategoria => ['[RegExp]^BUSINESS
APPLICATIONS'],
},
},
Possible => {
Ticket => {
Service => ['[RegExp]^Customer Support::Business*'],
State => ['open'],
},
},
};
2014/1/23 Gerald Young
> Just so anyone who follows this might like to know (I see your code is
> related to this, so this is redundant.)
> http://doc.otrs.org/3.2/en/html/customization.html#acl-reference
>
> This expects Type and DynamicField which has a name of Categoria (and also
> of name SubCategoria) must match those values (AND) together.
>
> But do you think your filter is too specific? (for instance, can you only
> choose to filter on DynamicField_SubCategoria because that's the most
> significant choice that affects the Possible?)
>
>
>
>
> On Thu, Jan 23, 2014 at 4:47 PM, Alvaro Cordero wrote:
>
>> Thanks Gerald,
>>
>> I am using OTRS 3.2.10 a sample looks like this. We are using Process
>> Module since it makes easier to create custom forms. I am using ACLs due to
>> a big list of Default Services available for all internal Customers
>>
>> It works as it goes, but if I enable either Field(Categoria or
>> SubCategoria) ACL just don't work.
>>
>> $Self->{TicketAcl}->{'P1-A1-AD1-5'} = {
>>
>> Properties => {
>>
>> Process => {
>>
>> ActivityDialogEntityID => ['AD1'],
>>
>> },
>>
>> Ticket => {
>>
>> Type => ['Type1'],
>>
>> #DynamicField_Categoria => ['CUSTOMER SUPPORT'],
>>
>> #DynamicField_SubCategoria => ['[RegExp]^BUSINESS
>> APPLICATIONS'],
>>
>> },
>>
>> },
>>
>> Possible => {
>>
>> Ticket => {
>>
>> Service => ['[RegExp]^Customer
>> Support::Business*'],
>>
>> State => ['open'],
>>
>> },
>>
>> },
>>
>> };
>>
>>
>> 2014/1/23 Gerald Young
>>
>>> What did you try in ACL? Could we see a sample? What version OTRS?
>>>
>>>
>>> On Thu, Jan 23, 2014 at 4:16 PM, Alvaro Cordero
>>> wrote:
>>>
>>>> Hello, I have been working on a deployment where we have two dynamic
>>>> Fields Called Category and SubCategory and then the services are defined
>>>> based on those two fields.
>>>>
>>>> I have been working on filtering the Services Available based on the
>>>> selection of the above dynamic Fields, but no matter what combination of
>>>> properties I do, I cannot get the ACL to work.
>>>>
>>>> I can filter services based on ticket type though.
>>>>
>>>> Has anyone achive something like that?
>>>>
>>>> Thanks
>>>>
>>>> --
>>>> ___
>>>> Alvaro Cordero Retana
>>>>
>>>>
>>>> -
>>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>>> Archive: http://lists.otrs.org/pipermail/otrs
>>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>>
>>>
>>>
>>> -
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>
>>
>>
>> --
>> ___
>> Alvaro Cordero Retana
>> Consultor de Tecnologias
>> Gridshield Monitoreo de Redes e
>> Infraestructura.
>> 2258-5757 ext 123
>> alv...@gridshield.net
>> www.gridshield.net
>>
>> -
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
--
___
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alv...@gridshield.net
www.gridshield.net
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Re: [otrs] Filtering Services based on Dynamic Field Content
Thanks Gerald,
I am using OTRS 3.2.10 a sample looks like this. We are using Process
Module since it makes easier to create custom forms. I am using ACLs due to
a big list of Default Services available for all internal Customers
It works as it goes, but if I enable either Field(Categoria or
SubCategoria) ACL just don't work.
$Self->{TicketAcl}->{'P1-A1-AD1-5'} = {
Properties => {
Process => {
ActivityDialogEntityID => ['AD1'],
},
Ticket => {
Type => ['Type1'],
#DynamicField_Categoria => ['CUSTOMER SUPPORT'],
#DynamicField_SubCategoria => ['[RegExp]^BUSINESS
APPLICATIONS'],
},
},
Possible => {
Ticket => {
Service => ['[RegExp]^Customer Support::Business*'],
State => ['open'],
},
},
};
2014/1/23 Gerald Young
> What did you try in ACL? Could we see a sample? What version OTRS?
>
>
> On Thu, Jan 23, 2014 at 4:16 PM, Alvaro Cordero wrote:
>
>> Hello, I have been working on a deployment where we have two dynamic
>> Fields Called Category and SubCategory and then the services are defined
>> based on those two fields.
>>
>> I have been working on filtering the Services Available based on the
>> selection of the above dynamic Fields, but no matter what combination of
>> properties I do, I cannot get the ACL to work.
>>
>> I can filter services based on ticket type though.
>>
>> Has anyone achive something like that?
>>
>> Thanks
>>
>> --
>> ___
>> Alvaro Cordero Retana
>>
>>
>> -
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>
>
>
> -----
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
--
___
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alv...@gridshield.net
www.gridshield.net
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
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[otrs] Filtering Services based on Dynamic Field Content
Hello, I have been working on a deployment where we have two dynamic Fields Called Category and SubCategory and then the services are defined based on those two fields. I have been working on filtering the Services Available based on the selection of the above dynamic Fields, but no matter what combination of properties I do, I cannot get the ACL to work. I can filter services based on ticket type though. Has anyone achive something like that? Thanks -- ___ Alvaro Cordero Retana - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] iCalendar and OTRS
Hello, I believe Emilia refers to the new Calendar Dashboard in otrs 3.3.x. There used to be a Calendar Module but I believe it is not supported anymore. Regards 2014/1/17 Leah Kelly > I am sorry, I don’t know what this answer means. > > Are there directions anywhere on HOW to set up dynamic fields for the > calendar? > > And will agents be able to see each others calendars? Does OTRS have this > functionality? > > Thank you, > Leah > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Email notification to agent if cc'ed in ticket
Hello Leah, I believe that can be done using the watch function, that way agents can be notified of tickets they are watching. Regards 2014/1/15 Leah Kelly > The cc’ed agent would get a notification to alert them that the sender is > expecting them to also > be reading this email thread. > > In the cases we have, the To: agent gets the ticket and works it, and the > cc’ed agent > never sees it at all. We would like a way to alert the cc’ed agent so that > they > will know they’ve been cc’ed. So they can stay abreast of the issue as > well. > > The only other way is to have the To: agent tell the cc’ed agent, but I > was wondering > if there was an automated OTRS solution in place. > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] New tickets created when generic agent runs - how to turn off
You can do it via Generic Agent or via ACLs Regards 2014/1/8 Leah Kelly > So what i want is.. > > If a ticket comes into Marlene’s queue, it triggers an event that > immediately makes the owner Marlene (from Admin OTRS). > > is there another way to do this? > > Thank you in advance! > Leah > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] List of Variables
Here you go, thanks to Gerald http://forums.otterhub.org/viewtopic.php?f=60&t=10762 Regards 2014/1/7 Bogdan Iosif > I don't know if they are listed in the manual. You can try searching them > in source files. I remember I took this route and found them. Just download > the sources for your version and grep them for some variable name that you > already know from the UI. You'll get a couple of hits and amongst them will > be a code section where you can see al the other variable names. > > > On Tue, Dec 17, 2013 at 8:21 PM, Jill Goldstein < > jill.goldst...@spfsolutions.biz> wrote: > >> Is there a handy dandy chart or list of Variables (tags) that I can >> reference in making templates and autoreply emails and things? There are >> examples listed on each of the template and autoresponse page, but I’d like >> to see the syntax of different things. >> >> >> >> I have checked the manual, but didn’t see anything, however, I could be >> blind as well. >> >> >> >> >> >> Jill Goldstein >> >> Customer Support >> >> http://spfsolutions.biz >> >> Phone: 303-731-5634 >> >> >> >> >> >> - >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > > --------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'
I believe you have to start by going into FrontEnd::Admin::ModuleRegistration or FrontEnd::Agent::ModuleRegistration and reload all of you js That sounds like you are having javascript issues. Did you validate the web browser you are using is supported and do you have js enabled? Regards 2014/1/1 Leah Kelly > Hello, > > I am the admin for a relatively new OTRS 3.3.1 install, and have ran into > an odd problem which I have not been able to remedy or find a solution for > online. It could have been that I changed something, though I cannot find > what it would have been. > > Here’s my problem: > When creating a new email or phone ticket, the 'From Queue' drop-down is > filled with a list of “<>”s. Each “<>" corresponds to a specific queue - > whereupon after selecting any given “<>", you can then select an agent in > the ‘Owner’ drop-down who is a member of that queue. The only way to find > your queue is to select a “<>” and then see if your name is in the ‘Owner’ > drop-down - thiis is currently the only way we can create a new email/phone > ticket. The agents have to search through the “<> each time until they find > their name in the Owner drop-down. > > I can’t figure any way out to get my queues listed in this drop-down. I > have searched and searched through the SysConfig files, but to no avail. > > Can anybody help? Subsequently, I would love to find a way for the ‘From > Queue’ and the ‘Owner’ drop-downs default to whatever agent is signed in, > just to save them these two steps. > > Thank you to anybody who can help in any way. > > Leah Kelly > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Svar: Re: LDAP stopped finding users
Matt, is it possible that the user has a workstation logon restriction? It happened to us that even if the user was in the DB and the authentication was ok, with that restriction users couldn't be logged on. If that's the case you need to add the AD server into the workstation list, when the user is registered then you can remove it. Regards 2013/11/22 Matthew M. Mosteller > > no ldap entry found means that the ldap server is unable to find an > > entry in ldap for the given uid. > > The uid not existing definitely isn't the problem with my requests as I am > copy/pasting from the ldap backend for that. I also tried removing and > re-adding the user to the database just in case but that didn't work either. > > > > -Matt > -- > *From: *"Gerald Young" > *To: *"User questions and discussions about OTRS." > *Sent: *Friday, November 22, 2013 9:04:50 AM > *Subject: *Re: [otrs] Svar: Re: LDAP stopped finding users > > > Filter='(&(cn=ulh)(mail=*)) means ulh is a common name and has an > email address in ldap. > > On Fri, Nov 22, 2013 at 9:01 AM, Martin Møller wrote: > > I'm seeing the same thing with at least one use here. > > > > I can log in just fine, as well as a few others, but one user who has > tried, > > gets this error. > > I have checked all the attributes - they are fine. No different from the > > rest of us. > > It's the same LDAP backend as before. > > On the OTRS 3.2 system, he can log in. On the 3.3 system, he cannot. > > User: ulh authentication failed, no LDAP entry > found!BaseDN='ou=KBH,o=ITQ', > > Filter='(&(cn=ulh)(mail=*)) > > User: mmo (cn=mmo,ou=KBH,o=ITQ) authentication ok > > > > Very strange, from my point of view.. :) > > > > /Martin. > > > >>>> Gerald Young 22. november 2013 00:59 >>> > > no ldap entry found means that the ldap server is unable to find an > > entry in ldap for the given uid. > > > > > > > > On Thu, Nov 21, 2013 at 4:38 PM, Matthew M. Mosteller > > wrote: > >> I had LDAP (openLDAP) working for a few weeks and now it suddenly > decided > >> to > >> stop working. Since the server is not live I have anonymous searches > >> allowed. I am now getting an error of: > >> > >> [Thu Nov 21 16:27:30 2013][Notice][Kernel::System::Auth::LDAP::Auth] > User: > >> otrsad...@shinesystech.com authentication failed, no LDAP entry > >> found!BaseDN='dc=shinesystech,dc=com', > >> Filter='(uid=otrsad...@shinesystech.com)', (REMOTE_ADDR: > 192.168.2.128). > >> > >> None of the Config.pm settings have been changed and I have not messed > >> with > >> the ldap config, so it's very strange. > >> > >> Any ideas on how I can best fix/debug this problem? > >> > >> > >> -Matt > >> > >> - > >> OTRS mailing list: otrs - Webpage: http://otrs.org/ > >> Archive: http://lists.otrs.org/pipermail/otrs > >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > - > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > - > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Generate New Ticket(s) from Process-Ticket
Hello Jurgen, I have shared the files and a manual of usage in the following address. https://www.dropbox.com/sh/4on8o2m34z858q1/x4ulIV959R Hope it helps. Best Regards 2013/10/22 Mnich, Jürgen > Hi! > > ** ** > > I already know, that there are certain transition actions that can be used > when you define a ticket process. > > Is there – additionally – a way to generate new ticket(s) from within the > workflow of a process ticket? > > ** ** > > So long, > > Juergen. > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Generate New Ticket(s) from Process-Ticket
Hello Juergen, With the release there was none, but we created two new modules to do that. I am preparing a quick guide and will share it with you in a new email Regards 2013/10/22 Mnich, Jürgen > Hi! > > ** ** > > I already know, that there are certain transition actions that can be used > when you define a ticket process. > > Is there – additionally – a way to generate new ticket(s) from within the > workflow of a process ticket? > > ** ** > > So long, > > Juergen. > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Error when replying to a ticket email
Hello Stefano, Depending on the version you are coming from, it migth be needed for you to reload the java script functions, so all the js gets correctly updated. I happened to me during a migration from 2.4 up to 3.2 some in the middle it started to show errors when loading different pages. You have to look into FrontEnd::Agent::ModuleRegistration and try to set all aspects to default and then set them back as you have them, it will make the js to be availble. Thats a shot, but it migth do it, also check some of the recomendations from the upgrade file, it has some tricky things you migth have passed out. Regards 2013/9/20 Finetti, Stefano > Hello, > > After update to 3.2.10, I've noticed that if I try to reply to a customer > ticket using the "reply" function into the ticket screen, I get this error: > > > Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Fri Sep 20 > 10:49:14 2013 Message: Need ArticleType or ArticleTypeID! RemoteAddress: > XXX.XXX.XXX.XXX RequestURI: /otrs/index.pl Traceback (22620): Module: > Kernel::System::Ticket::Article::ArticleSend (OTRS 3.2.10) Line: 2022 > Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.2.10) Line: 765 > Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.10) Line: 863 > Module: > /var/www/support.x.com/web/otrs/bin/cgi-bin/index.pl(unknown > version) Line: 41 > > > (I've masked some irrelevant but rather private information) > > Any hint? > It seems like the ArticleType is not set, but in the database, the table > is just as it has to be: > > email-externalemail-internal email-notification-extemail-notification-int > fax note-externalnote-internal note-reportphonesms webrequest > > > > -- > *Lynx International Srl* > *Stefano Finetti* > *Customer Service Manager* > *http://www.lynx-international.com* > > *Axed Group* > Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina > Skype: *ssfinetti* > Mobile: +39 348.38.58.165 > * > * > > This e-mail and any files transmitted contain documentation which is > highly confidential and intended solely for the use of the individual or > entity to whom they are addressed. All written data and other information > in the documentation is and shall remain the property of the disclosing > party. If you are not the intended recipient you are hereby formally > notified that any disclosure, dissemination, forwarding, storing, copying > or use of any of the information is strictly prohibited and will be legally > pursued. If you received this in error, please contact the sender and > destroy the documentation including deletion of the same from any computer. > Thank you. > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Strange messages in logs after upgrade 2.4 -> 3.1
Did you have ITSM Modules installed and did you installed them again after upgrade. I believe those files are part of the ITSM modules and not the core OTRS modules, so they won't be in the tar.gz. Remenber when you upgrade you need to upgrade ITSM apart. Regards 2013/8/8 Patrick Banholzer > Hi, the files don't exist and they don't exist in the tar.gz. of 3.1.7 > either. > > Another guess? > > > Am 08.08.2013 16:28, schrieb Carlos Andrés Gallego Arboleda: > > Hi, do you check if the files exists on the path??? > > If no exists you can download the tar.gz and put the files on the right > path. > > Carlos. > > > 2013/8/8 Patrick Banholzer > >> Hi everyone, >> >> we upgraded our system a few weeks ago from Debian Squeeze (OTRS 2.4.9) >> to Debian Wheezy (OTRS 3.1.7). Since we upgraded we have the following >> messages in system log: >> >> Thu Aug 8 16:15:50 2013 error OTRS-CGI-10 Module >> Kernel/Output/HTML/NotificationAgentTicket.pm not found! >> Thu Aug 8 16:15:50 2013 error OTRS-CGI-10 Module >> Kernel/Output/HTML/NavBarTicketSearchProfile.pm not found! >> >> >> Is this a problem? How can we solve this / get rid of the messages? It >> seems that this is not a problem because all features are working. >> >> Thanks Patrick >> - >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > --------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] "Authentication succeeded, but no customer record is found in the customer backend" error using LDAP
You have to check your LDAP configuration y Sysconfig. Look for LDAP and it will direct you to the FrontEnd::Customer::Auth, there you most likely have it pointing to the DB, also check all the related variables there. Regards 2013/8/5 Erik van Ast > Hi all, > > ** ** > > Last week I posted this question already but I thought it was related to > another problem that is solved now.. > > The only major problem I still have is that new users (created in Active > Directory less than 2 years ago) can’t log in to OTRS as customers. I > updated OTRS a couple of times and I didn’t notice this problem before, so > I don’t know exactly which update caused this problem, but customers that > used OTRS before are able to log on, but newer users can’t. > > We use LDAP to sync the users with AD and seeing the error message > (Authentication succeeded, but no customer record is found in the customer > backend. Please contact your administrator.), LDAP seems to work fine, but > somehow users are not put into the database, or am I wrong? > > ** ** > > Can someone help me out with this? > > ** ** > > Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, > ___ > [image: image001] > Erik van Ast (MCSE / MCSA Messaging) > *SUZO-HAPP GROUP* | System Administrator > *Office:* +31-(0)186-64 | *Fax:* +31-(0)186-643377 > erik.van@suzohapp.nl | www.suzohapp.nl > ___ > [image: cid:image002.gif@01C927C8.F29B8270] [image: > cid:image003.gif@01C927C8.F29B8270] > > ** ** > > Please visit our new ecommerce website http://eu.suzohapp.com > > And we need your opinion! Please rate your experience at > http://eu.suzohapp.com/survey > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net <><><>- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Add more "Ticket Information"
Hello Esteban, If you wan't to publish Dynamic Fields in Ticket Zoom look in Sysconfig for TicketZoom Ticket::Frontend::AgentTicketZoom###DynamicField There you can set your Dynamic Field Viewable. Also if you wan't to see them for example in the Queview Dashboard. Then you look for TicketOverview and in the corresponding section enable them. Ticket::Frontend::OverviewSmall###DynamicField 2013/8/1 Esteban Monge > Hello folks I want to add more information to Ticket Information in Ticket > Zoom, for example add a DynamicField, but I can't find information about > that, "Googling" the information is old and deprecated. I have OTRS 3.1.x > > Regards > > > --**--**- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: > http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> > To unsubscribe: > http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] new process ticket to customer
Hello, To create a new process is not available at the customer interface yet (at least that's what was told in the webinar about process management). Also process management is available for all users, as soon as you create a valid process it will show up in Ticket Menu the option for new Process Ticket. To give access to ldap users you just need to add them to the groups your process is going to. I mean for example if you want your process ticket to be created in X queue, your uses needs to have permission to create ticket into that queue, if your process changes to a queue, then only the users who belong that group owning the queue will be able to see them. Process management is very intuitive, I have done a lot with just following the documentation in the Admin manual for the example Purchase Order Process. Also there are few videos on youtobe to guide you on how to start. Also don't be afraid to play with it and discover it's functionality by your own (on test system of course). Regardss 2013/6/12 Evan Lynd > Hello all, > > I'm new here and need your help.. > > I've created a new process in the 'Process Management' with many flows and > it's working fine. > I have a question.. How can I give permissions/configure this process to > the 'Customer Interface'? > > OR > > How can I give permissions to users from ldap to access this menu option > in the 'Agent Interface'? > > Thank you very much. > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] change owner of ticket, dont send an email
You just needs to set a different default state for new phone tickets other than New (open, asigned, etc) That should do what you need. Regards 2013/6/6 Simon Allison > ** ** > > Hi > > ** ** > > I setup a notification to send an email, whenever there was a new ticket > into a queue, but when they create a phone ticket and set owner, it sends > an email – but I don’t want it to do this if the owner is set, if it was a > new ticket without an owner then send email would be better. > > ** ** > > How would I change it to do that? > > ** ** > > ** ** > > en::Agent::NewTicket > > ** ** > > ** ** > > Simon Allison > > ** ** > > ** ** > > ** > This message may contain privileged and confidential information. > It is intended solely for the person to whom it is addressed. > If you are not the intended recipient, please notify the sender and delete > the message immediately. > > The text in this e-mail and any attachments should not be altered or > tampered with in any way. > Any views expressed in this message are those of the individual sender and > do not necessarily > reflect the views of South Downs College <http://www.southdowns.ac.uk>. > ** > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Links not clickable in the email body for otrs 3.1.11
Hello All, we have OTRS 3.1.11 running under CentOS. We have been running System Monitoring Module to get Alerts from Nagios System and that part works just fine, but as part of the alert we are sending links to the resources in Nagios, but with Chrome and Firefox we can't direct click on those links, if we right click and select open link in new window (or tab) it will work just fine. Chrome Version 27 and Firefox Version 21 With IE8 it works perfect. We've check settings and nothing seems to manage this. Any clues. Regards -- _______ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] CMDB Integer
This is how I have it and its working.
Input => {
Type => 'Integer',
ValueMin => 1,
ValueMax => 50,
},
[image: Imágenes integradas 1]
Regards
2013/5/29 Jan Řežab
> Hi Alvaro.
>
> Thanks for response. But this advice not working. I see still only value 1.
>
> Regards
>
> S pozdravem
> Jan Řežab
>
> Mobil: +420 724 144 708
> Email\GTalk ID\Skype: ho...@rezab.eu
>
> Zpráva neobsahuje viry. Zkontrolováno očima.
> The message does not contain viruses. Checked by eyes.
>
>
> 2013/5/29 Alvaro Cordero
>
>> You should add ValueMin => 1, and ValueMax => X after the definition and
>> that should do it.
>>
>> Regards
>>
>>
>> 2013/5/29 Jan Řežab
>>
>>> Hi.
>>>
>>> I need use integer in CMDB.
>>> I changed definition of computer item and add this:
>>> {
>>> Key => 'RAM',
>>> Name => RAM (GB)',
>>> Input => {
>>> Type => 'Integer',
>>>},
>>> },
>>>
>>> This make dropdown menu. But show only value 1. How can I add min and
>>> max value for integer?
>>>
>>> Thanks in advanced.
>>>
>>> Honza
>>>
>>> -
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>
>>
>>
>> --
>> ___
>> Alvaro Cordero Retana
>> Consultor de Tecnologias
>> Gridshield Monitoreo de Redes e
>> Infraestructura.
>> 2258-5757 ext 123
>> alv...@gridshield.net
>> www.gridshield.net
>>
>> ---------
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
--
___
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alv...@gridshield.net
www.gridshield.net
<>-
OTRS mailing list: otrs - Webpage: http://otrs.org/
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Re: [otrs] CMDB Integer
You should add ValueMin => 1, and ValueMax => X after the definition and
that should do it.
Regards
2013/5/29 Jan Řežab
> Hi.
>
> I need use integer in CMDB.
> I changed definition of computer item and add this:
> {
> Key => 'RAM',
> Name => RAM (GB)',
> Input => {
> Type => 'Integer',
>},
> },
>
> This make dropdown menu. But show only value 1. How can I add min and max
> value for integer?
>
> Thanks in advanced.
>
> Honza
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
--
___
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alv...@gridshield.net
www.gridshield.net
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Email Reply Window in OTRS Dashboard
Do you use an external email account where OTRS system has to login to be able to send emails? We recently learned that when OTRS has to go to external email acounts it takes a long time to get back to the screen. Look at the logs when creating the email, you will see all the picture, what Gerald says is more likely the cause of that. Regards 2013/5/23 Kaushal Shriyan > Hi, > > I am running OTRS version 3.2.6 on CentOS Linux 6.4. Whenever any agent > replies on the customer ticket in OTRS dashboard (URL :- > otrs.mydomain.com/otrs/index.pl) it takes around 15 secs to close the > reply window and then send the email. Any clue? > > Regards, > > Kaushal > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] LDAP error message: Authentication succeeded, but no customer record found in the customer backend
As Gerald said, what you need to do is to configure the sync section of the
LDAP configuration in your config.pm like the following
# agent data sync against ldap
$Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://ldap.ip.address';
$Self->{'AuthSyncModule::LDAP::BaseDN'} =
'DC=Domain,DC=example,DC=com';
$Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'user';
$Self->{'AuthSyncModule::LDAP::UID'} ='sAMAccountName';
#$Self->{'AuthSyncModule::LDAP::UID'} ='cn';
$Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'SearchUser';
$Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB -> LDAP
UserFirstname => 'givenName',
UserLastname => 'sn',
UserEmail => 'mail',
};
2013/5/21 Gerald Young
> This isn't true. You can query the customer data from the backend source.
> You don't have to import it to OTRS.
>
>
> On Tue, May 21, 2013 at 11:17 AM, Mario Zamora wrote:
>
>> You have to create the users in the customer database, LDAP is used only
>> to check if user and password matches. The customer database is the user
>> information for OTRS. And yes, you have to create one by one, or create a
>> script that reads users from ldap and writes to otrs database.
>>
>>
>> -
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
--
___
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alv...@gridshield.net
www.gridshield.net
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OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] Stopping time accounting of ticket in OTRS 3
Hello Mauricio, there is a module developed by a Dan Abson which used to work in otrs 3.0, https://otrsteam.ideascale.com/a/dtd/PAUSED-SLA-COUNTING/300381-10369 Also there was an implementation on the Module KIX4OTRS from Cape IT. I have used both and they do work fine. Many of the things implemented by KIX4OTRS were already included in lates OTRS versión but there are few other things that don't come freely. Take a look into theirs http://www.cape-it.de/product-kix4otrs.html Regards 2013/4/26 Maurício Ramos > Hello, we currently use OTRS 2.3.4 and now we are planning an upgrade to > the latest version of OTRS 3. One of the functionalities we want to start > using is time accounting and we would like to know if there is a way to put > the ticket in a state in which the clock stops running. We already found > that we can create specific states of type CLOSED but it seems that when we > first set the ticket to this state, the clock stops (like we need) but when > we set the ticket back to any other “open” state the time accounting is not > resumed. This functionality we want exists in OTRS or is possible to > achieve/to implement? Can you, please, guide us to some info in the manuals > (we still did not find it) or any link, thread that can help us achieving > it. Thanks you all in advance for any help you can provide. > > ** ** > > > > *Mauricio de Andrade Ramos * > Rodovia José Carlos Daux, 4100, Km 4.2, Espaço Primavera, Bloco C > 88032-005 - Florianópolis - Santa Catarina - Brasil > Tel. + 55 2108 0104 • Mob. + 55 9981 4274 • Fax. + 55 2108 0129 • Voip > 37604 > mauricio.ra...@wedotechnologies.com > www.wedotechnologies.com > > skype: mauriciodeandraderamos > > gtalk: mauriciodeandrademos > > msn: (business e-mail) > > ** ** > > ** ** > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net <>- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Attachment not working on Agent Ticket Note OTRS 3.1.11
Hello Guys, Today we realised that in our system, agents cannot attach any files when adding a note into a ticket. Logs say the following [Wed Apr 17 11:31:57 2013] -e: Version string '-1, set by base.pm' contains invalid data; ignoring: '-1, set by base.pm' at /opt/otrs//Kernel/System/Log.pm line 166. ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Apr 17 11:31:57 2013 Message: Need Filename! Traceback (25299): Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.24) Line: 68 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.24) Line: 153 Module: Kernel::Modules::AgentTicketActionCommon::Run (unknown version) Line: 418 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Apr 17 11:32:04 2013 Message: Invalid Challenge Token! Traceback (25299): Module: Kernel::Output::HTML::Layout::ChallengeTokenCheck (v1.381.2.13) Line: 1117 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 417 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Apr 17 11:32:27 2013 We have not done any changes, but function works fine on other actions (email, phone, etc) Any ideas will be appreciated. Best Regards. -- _______ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."
Gerald I understand, when we started we struggled a lot with that, because we could see the system was loging the customers (in the logs) but we always got the messages about not being found in the data base. The solution is to change in sysconfig, it by default points to use Database as Customer Backend, so what he needs to adjust is make it LDAP and set the other data the same as in Config.pm. Regards 2013/3/20 Gerald Young > @Alvaro: Martin already is able to authenticate, so changing SysConfig for > this will not be helpful. > > > On Wed, Mar 20, 2013 at 10:22 AM, Alvaro Cordero wrote: > >> Hello Marting, >> >> Have you also check CustomerAuth option in Sysconfig. You need to >> configure both place (Config.pm) and Sysconfig options so the customers can >> loging and get into OTRS. >> >> The option FrontEnd::Customer::Auth is what I am talking about. >> >> >> 2013/3/19 Marty Hillman >> >>> My Config.pm appears to be configured correctly, but it does not work. >>> I have looked at the articles in your links along with dozens of others. >>> All of them have the exact same configuration as what I posted in my >>> initial email unless there is a character somewhere I am missing. I copied >>> and pasted the configurations changing my DN, CN, OU, DC in accordance with >>> my AD structure. It is obviously authenticating, so I am fairly certain I >>> did it right. The sAMAccountName and mail settings have been changed >>> various times to try to get it working. Until just before I posted my >>> message, they were both set to ‘mail’. >>> >>> ** ** >>> >>> One user wrote that the Customer::Auth page needed to be modified in >>> SysConfig. http://deckerix.com/blog/configura-tu-otrs-con-soporte-ldap/ >>> I did this as well and verified the settings in ZZZauto.pm. >>> >>> ** ** >>> >>> From how I read your email (“OTRS will not populate your customer_user >>> database”), I am going to have to hand enter 500 user accounts for the >>> potential employees that can enter tickets or they will not be able to use >>> the system.If I understand you correctly, that is a project killer.* >>> *** >>> >>> ** ** >>> >>> If the system can create the agent accounts based on settings in the >>> Config.pm file, why would it not be able to do so with customers? >>> >>> ** ** >>> >>> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf >>> Of *Leonardo Certuche >>> *Sent:* Tuesday, March 19, 2013 2:03 PM >>> *To:* User questions and discussions about OTRS. >>> *Subject:* Re: [otrs] "Authentication succeeded, but no customer record >>> is found in the customer backend. Please contact your administrator."*** >>> * >>> >>> ** ** >>> >>> Hello Marty, >>> >>> ** ** >>> >>> OTRS will not populate your customer_user database once integrated with >>> an LDAP/AD. It will check if the user exists on 'CN=OTRS >>> Dev,OU=level2,OU=level1,DC=domain,DC=com' and then it will confirm the >>> password. If it matches, it will let the customer log in. >>> >>> ** ** >>> >>> What you are facing probably has to do with the fact that first you >>> associate CustomerID with one thing: >>> >>> ** ** >>> >>> CustomerID => 'sAMAccountName', >>> >>> ** ** >>> >>> And then you map it with another: >>> >>> ** ** >>> >>> [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], >>> >>> ** ** >>> >>> Have you tried the following entries? >>> >>> ** ** >>> >>> >>> https://www.google.com.co/search?q=site%3Aforums.otterhub.org+%22Authentication+succeeded%22 >>> >>> >>> >>> >>> >>> Leonardo Certuche >>> www.itconsultores.com.co >>> Medellín, Colombia >>> >>> ** ** >>> >>> On 19 March 2013 13:41, Marty Hillman wrote: >>> >>> I have Googled and screwed around with Config.pm for hours. The >>> configuration is creating agents in the database appropriately, but it is >>> not creating users in the customer database. I am using this as in >>> internal system only, so there is no outside access. I want a
Re: [otrs] "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."
t; {
>
> Host => '172.16.10.21',
>
> BaseDN => 'DC=domain,DC=com',
>
> async => 0,
>
> port => 389,
>
> sscope => 'sub',
>
> timeout => 120,
>
> version => 3,
>
> UserDN => 'CN=OTRS Dev,OU=level2,OU=level1,DC=domain,DC=com';*
> ***
>
> UserPw => 'password',
>
> },
>
>
>
> # Unique customer key/id
>
> CustomerKey => 'sAMAccountName',
>
> CustomerID => 'sAMAccountName',
>
> CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
>
> CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
>
> CustomerUserSearchPrefix => '',
>
> CustomerUserSearchSuffix => '*',
>
> CustomerUserSearchListLimit => 250,
>
> CustomerUserPostMasterSearchFields => ['mail'],
>
> CustomerUserNameFields => ['givenname', 'sn'],
>
> Map => [
>
> # note: Login, Email and CustomerID needed!
>
> # var, frontend, storage, shown, required, storage-type
>
> #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
>
> [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],***
> *
>
> [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
>
> [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
>
> [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
>
> [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
>
> [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
>
> #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],**
> **
>
> #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
>
> ],
>
> };
>
>
>
>
>
> # #
>
>
>
>
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
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>
> ** **
>
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Re: [otrs] Is OTRS Helpdesk ITIL Compliant?
Hello, as per our research, it was certified but according to information directly from Pink Elephant the certification expired and from OTRS they informed to us that there was no interest on renewing it. Check link below http://blog.kuhn-kt.de/?p=357&cpage=1#comment-4285 Off course that doesn't mean OTRS is or will not continue being as good as it has been, just there was no renewal process of the certification. Best Regards. 2013/3/13 Leonardo Certuche > Hello, > > Take a look at this link: > > http://www.pinkelephant.com/Templates/PinkVERIFY.aspx?id=1702&terms=otrs there > you'll find only *OTRS::ITSM 2.0* > > > On 13 March 2013 06:53, Jignesh Kakka (jkakka) wrote: > >> AS per documents , I only see OTRS ITSM as ITIL Compliant. >> >> ** ** >> >> Is OTRS Helpdesk 3.1.7 also ITIL compliant ? >> >> ** ** >> >> ** ** >> >> Thanks, >> >> JIgnesh >> >> - >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Issue : when opening ticket, browser prompts to open/save the html of article
Did you run /opt/otrs/bin/otrs.RebuildConfig.pl and /opt/otrs/bin/ otrs.DeleteCache.pl Also you migth want to reload your web server and otrs service Regards 2013/2/1 Baton Jerome > Hello, > > ** ** > > I am new to OTRS, my context is that I’m transferring an OTRS 3.0 to a > new machine (there is custom dev for pgp that I don’t master inside). > > ** ** > > I not only copied the /opt/otrs but also the content of the DB. > > I checked for the dead links to see that some necessary JS was hidden in > /etc/javascript-common. > > This is corrected and the system is working. > > Even email fetching is working J and email tickets get created > > ** ** > > ** ** > > But I have an issue, rather weird. > > When open I open a ticket, the browser prompts me to open/save the html of > article (which is correct) instead of showing it in the same page. > > ** ** > > Thank for your help > > ** ** > > Jerome > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS Survey
Hello,
You can, but then you have to make some modifications into the Code to
allow the non-master surveys to be sent.
You have to modify /opt/otrs/Kernel/System/Survey.pm, look for the query in
coments (#) and replace it with the entire query.
$Self->{DBObject}->Prepare(
#SQL => "SELECT id FROM survey WHERE status = 'Master'",
SQL => "SELECT s.id
FROM survey s, survey_queue sq, ticket t
WHERE s.id = sq.survey_id
and t.queue_id = sq.queue_id
and t.id = $Param{TicketID}
and s.status IN ('Valid', 'Master')",
Limit => 1,
);
Here is the link for the forum
http://forums.otterhub.org/viewtopic.php?f=62&t=6620
2013/1/25 Daniel
> Hey Gusys,
>
> anyone know if it is possible to have more then one Survey?
> I manage 4 Companys in my Ticket-System and each of them want to have
> a Survey but just one can be master and active :-(
>
>
>
> --
> Mit freundlichen Grüßen
> Daniel
> mailto:dan...@linux-nerd.de
>
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Re: [otrs] Adding new fields to customer tickets
You enable the fields to show in Sysconfig for each screen, for example
FrontEnd::Customer::Ticket::ViewNew, then Look for
Ticket::Frontend::CustomerTicketMessage###DynamicField
Just add the field name and 1 to showup and 2 to make it Required.
Play with that.
Regards
2013/1/23 Pc Abrantes
> Alvaro, thank you for your help. I've done that. How can I enable/disable
> it?
>
>
> 2013/1/23 Alvaro Cordero
>
>> Pablo, I believe it would have been easier to use a Dynamic Field for
>> that kind of data, that you can just enable or disable to show up in the
>> different screens.
>>
>> Regards
>>
>>
>> 2013/1/23 Pc Abrantes
>>
>>> Hello Guys, I'm new to OTRS and Perl development and I'm having trouble
>>> adding some new fields to the customer ticket form.
>>>
>>> One of these fields is the ticket complexity. I've created the table
>>> "ticket_complexity" and associated it to the table "ticket". Then, I've
>>> created the file Kernel::System::Complexity.
>>>
>>> On the CustomerTicketMessage.dtl I've added the following code (PS.:
>>> this field is a combobox, but I've created as a text field just to see if
>>> it would work):
>>>
>>> ...
>>>
>>>
>>>
>>>
>>> *
>>> $Text{"Complexity"}:
>>>
>>> >> name="Complexity" value="$QData{"Complexity"}" class="Validate_Required
>>> $QData{"ComplexityInvalid"}" />
>>> $Text{"This
>>> field is required."}
>>> $Text{"This field is
>>> required."}
>>>
>>>
>>>
>>>
>>> ...
>>>
>>> When I go to /otrs/customer.pl?Action=CustomerTicketMessage, I can't
>>> see this field. Can anyone help me? I'm using OTRS 3.1.12.
>>>
>>> Thank you.
>>> --
>>> *Paulo Cesar Abrantes*
>>>
>>> -
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>
>>
>>
>> --
>> ___
>> Alvaro Cordero Retana
>> Consultor de Tecnologias
>> Gridshield Monitoreo de Redes e
>> Infraestructura.
>> 2258-5757 ext 123
>> alv...@gridshield.net
>> www.gridshield.net
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>> Archive: http://lists.otrs.org/pipermail/otrs
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>>
>
>
>
> --
> *Paulo Cesar Abrantes*
>
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Re: [otrs] Adding new fields to customer tickets
Pablo, I believe it would have been easier to use a Dynamic Field for that
kind of data, that you can just enable or disable to show up in the
different screens.
Regards
2013/1/23 Pc Abrantes
> Hello Guys, I'm new to OTRS and Perl development and I'm having trouble
> adding some new fields to the customer ticket form.
>
> One of these fields is the ticket complexity. I've created the table
> "ticket_complexity" and associated it to the table "ticket". Then, I've
> created the file Kernel::System::Complexity.
>
> On the CustomerTicketMessage.dtl I've added the following code (PS.: this
> field is a combobox, but I've created as a text field just to see if it
> would work):
>
> ...
>
>
>
>
> *
> $Text{"Complexity"}:
>
> value="$QData{"Complexity"}" class="Validate_Required
> $QData{"ComplexityInvalid"}" />
> $Text{"This field
> is required."}
> $Text{"This field is
> required."}
>
>
>
>
> ...
>
> When I go to /otrs/customer.pl?Action=CustomerTicketMessage, I can't see
> this field. Can anyone help me? I'm using OTRS 3.1.12.
>
> Thank you.
> --
> *Paulo Cesar Abrantes*
>
> ---------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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>
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Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alv...@gridshield.net
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Re: [otrs] TicketAcl, UserCustomerID argument limit
Hello Isaac,
I believe the best approach to what you are looking for is the Customer <->
Group Config in the Admin Interface, unless you have multiple queues to one
group and then your customer shouldn't access all the queues from that
group. This is slow to be done the first time, but then is becomes just a
maintenance thing.
Regards
2012/11/14 Isaac Gonzalez
> Hi I am using the Ticket ACL here:
> http://doc.otrs.org/3.1/en/html/ch18s03.html to limit which queues
> certain customers can see by checking their customer id. This works nicely,
> but now I want to add a lot more customer id values….
>
> ** **
>
> Does the *UserCustomerID *Parameter below have any limitation in the
> values you can pass to it? I was hoping to list around 50-100 customer id’s
> without hindering performance. These customerid’s are pulled from Active
> Directory by the way. See below example of my config.
>
> ** **
>
> Example of my config:
>
> ** **
>
> $Self->{TicketAcl}->{'Limit queue selection for customers'} = {
>
> ** **
>
> # match properties
>
> ** **
>
> Properties => {
>
> ** **
>
> # current action match properties
>
> ** **
>
>CustomerUser => {
>
> ** **
>
> UserCustomerID => ['value1','value2','value3'….’valuen’],
>
> ** **
>
>},
>
> ** **
>
> },
>
> ** **
>
> # return possible options (white list)
>
> ** **
>
> Possible => {
>
> ** **
>
> # possible ticket options (white list)
>
> ** **
>
> Ticket => {
>
> ** **
>
> Queue => [‘queue1',’queue2 '],
>
> ** **
>
> },
>
> ** **
>
> },
>
> ** **
>
> };
>
> ** **
>
> ** **
>
> ** **
>
> Thanks,
>
> Isaac
>
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Re: [otrs] ACL Queues Depending on Type
Hello Gerald,
Thanks for the advice. I completely agree with you that the queue selection
shouln't relay in the type of the ticket. Customer should understand what
they are requesting an to who they are requesting it.
We have actually used your approach into some other implementation of OTRS,
but this definitely requieres a lot more time than the ACL, that's why we
were trying to use ACLs, but now that you mention we will give it a try.
Thank you very much. We will see the factibility of going that way.
Regards.
2012/11/2 Gerald Young
> Type isn't supposed to be used in that way, but you can try this:
> http://forums.otterhub.org/viewtopic.php?f=60&t=8032
>
>
> On Fri, Nov 2, 2012 at 10:13 AM, Alvaro Cordero wrote:
>
>> Hello Carlos,
>>
>> We have tried that and other combinations, but still got nothing.
>>
>> Thank you.
>>
>> Regards
>>
>>
>> 2012/11/1 Carlos Andrés Gallego Arboleda <
>> carlos.gall...@itconsultores.com.co>
>>
>>> Hi Alvaro,
>>>
>>> You can try whit this line.
>>>
>>> Name => ['[RegExp]^1-Mesa'],
>>>
>>> Carlos Gallego
>>>
>>> 2012/11/1 Alvaro Cordero
>>>
>>>> Hello Folks,
>>>>
>>>> I am using OTRS 3.0 and I am trying creating an ACL to define possible
>>>> queues depending on the type selection.
>>>>
>>>> I have the following code.
>>>>
>>>> $Self->{TicketAcl}->{'ACL-Type-Queue'} =
>>>> {
>>>> Properties => {
>>>> Frontend => {
>>>> Action =>
>>>> ['CustomerTicketMessage','AgentTicketPhone','AgentTicketEmail'],
>>>> },
>>>> Ticket => {
>>>> # Type => ['Incidente'],
>>>> },
>>>> },
>>>> Possible => {
>>>> Queue => {
>>>> #QueueID => [6],
>>>> Name => ['[RegExp]^1-Mesa*'],
>>>> },
>>>> },
>>>> };
>>>>
>>>> I have tried with different combinations of the properties and the
>>>> possible options but neither one has worked. Has anyone implemented
>>>> something similar to this.
>>>>
>>>> I have been able to make Services Available depending on queue
>>>> selection and other stuff, but for some reason this wich seems very simple
>>>> is not working.
>>>>
>>>> Any help will be appreciated.
>>>>
>>>> Regards
>>>>
>>>> --
>>>> ___
>>>> Alvaro Cordero Retana
>>>> Consultor de Tecnologias
>>>> Gridshield Monitoreo de Redes e
>>>> Infraestructura.
>>>> 2258-5757 ext 123
>>>> alv...@gridshield.net
>>>> www.gridshield.net
>>>>
>>>> -
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>>>> Archive: http://lists.otrs.org/pipermail/otrs
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>>>>
>>>
>>>
>>> ---------
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>>> Archive: http://lists.otrs.org/pipermail/otrs
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>>>
>>
>>
>>
>> --
>> ___
>> Alvaro Cordero Retana
>> Consultor de Tecnologias
>> Gridshield Monitoreo de Redes e
>> Infraestructura.
>> 2258-5757 ext 123
>> alv...@gridshield.net
>> www.gridshield.net
>>
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>>
>
>
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Re: [otrs] ACL Queues Depending on Type
Hello Carlos,
We have tried that and other combinations, but still got nothing.
Thank you.
Regards
2012/11/1 Carlos Andrés Gallego Arboleda <
carlos.gall...@itconsultores.com.co>
> Hi Alvaro,
>
> You can try whit this line.
>
> Name => ['[RegExp]^1-Mesa'],
>
> Carlos Gallego
>
> 2012/11/1 Alvaro Cordero
>
>> Hello Folks,
>>
>> I am using OTRS 3.0 and I am trying creating an ACL to define possible
>> queues depending on the type selection.
>>
>> I have the following code.
>>
>> $Self->{TicketAcl}->{'ACL-Type-Queue'} =
>> {
>> Properties => {
>> Frontend => {
>> Action =>
>> ['CustomerTicketMessage','AgentTicketPhone','AgentTicketEmail'],
>> },
>> Ticket => {
>> # Type => ['Incidente'],
>> },
>> },
>> Possible => {
>> Queue => {
>> #QueueID => [6],
>> Name => ['[RegExp]^1-Mesa*'],
>> },
>> },
>> };
>>
>> I have tried with different combinations of the properties and the
>> possible options but neither one has worked. Has anyone implemented
>> something similar to this.
>>
>> I have been able to make Services Available depending on queue selection
>> and other stuff, but for some reason this wich seems very simple is not
>> working.
>>
>> Any help will be appreciated.
>>
>> Regards
>>
>> --
>> ___
>> Alvaro Cordero Retana
>> Consultor de Tecnologias
>> Gridshield Monitoreo de Redes e
>> Infraestructura.
>> 2258-5757 ext 123
>> alv...@gridshield.net
>> www.gridshield.net
>>
>> -
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
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>>
>
>
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[otrs] ACL Queues Depending on Type
Hello Folks,
I am using OTRS 3.0 and I am trying creating an ACL to define possible
queues depending on the type selection.
I have the following code.
$Self->{TicketAcl}->{'ACL-Type-Queue'} =
{
Properties => {
Frontend => {
Action =>
['CustomerTicketMessage','AgentTicketPhone','AgentTicketEmail'],
},
Ticket => {
# Type => ['Incidente'],
},
},
Possible => {
Queue => {
#QueueID => [6],
Name => ['[RegExp]^1-Mesa*'],
},
},
};
I have tried with different combinations of the properties and the possible
options but neither one has worked. Has anyone implemented something
similar to this.
I have been able to make Services Available depending on queue selection
and other stuff, but for some reason this wich seems very simple is not
working.
Any help will be appreciated.
Regards
--
___
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
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Re: [otrs] Adding new agent
If you have Active Directory, best way to add new agent is to ask the agent to loging to OTRS, then you just need to add roles and permisions to it. Regards. On Wed, Oct 17, 2012 at 11:52 AM, Jennifer Valdez wrote: > Hello, > > I am having trouble adding a new agent. We are using LDAP authentication, > but when I try to add a new agent, the password field is required. Am I > missing something in the configuration? > > Thanks, > > Jennifer > > > -- > Jennifer Valdez CSU - Cooperative Institute for Research in the > Atmosphere > Joint Institute - GSD Webmaster NOAA Earth System Research Laboratory Global > Systems Division > 303-497-4584 > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Custom Statistics Report
Thats a gotcha, you have to activate it in Sysconfig, search for module stats and in FrontEnd::Agent::Stats look for the variable UseagentElementInStats and enable it. It is set to No by default. Good luck. Regars Alvaro On Wed, Oct 17, 2012 at 10:55 AM, Gadow, Shawn wrote: > I am trying to create a report that lists a sum of accounted time by Owner > for closed tickets.. but I don’t see owner or agent listed anywhere in the > choices in the statistics module when creating reports.. any ideas? > > ** ** > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- _______ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Checklist
Hello, I believe the best aproach you can have is the ticket template setting in Sysconfig. You can create a questionnaire and put it in a template, for specific, queue, service and SLA if you wish, then when the agent or the customer choose the desired template. You can get that with an extension package called KIX4OTRS, its a very good package, not just for that but for other stuff. http://www.cape-it.de/current-kix4otrs.html Release notes: http://www.cape-it.de/news-en/items/new-release-kix4otrs-42-for-otrs-31-available-immediately.html Or you can get he addons from OTRS AG. Regards On Wed, Oct 17, 2012 at 7:32 AM, wrote: > Hi ! > > I want to use something like "check lists". > That means, I want to have lists with questions , which should be answerd > during the creation of the ticket, to make the processing of the ticket > easier. > That lists should be flexible and should change in depence of my choosen > queue. > > I hope, I could explain my wishes :-) > > We use version 3.1.10. > Any hint is welcome. > > Best regards, Stefanie > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Can I use ACLs to hide a certain state transition in GUI while allowing it for the Generic Agent
Hello, I believe you don't need to create an ACL for that. There is a variable where you set the available state types for agents. But you need to tell your OTRS version to help you finding it. Regards. On Fri, Sep 28, 2012 at 9:05 AM, Bogdan Iosif wrote: > Hi, > > Same question, reformulated to use an example: Can I use ACLs to hide the > "pending auto close-" state (of type "pending auto") in all agent GUIs > while keeping the ability to set this state from Generic Agent jobs? > > AFAIK, the hiding in GUI part is possible but I'm not sure if the ACLs > also apply to the Generic Agent. > > Thanks, > Bogdan > > > P.S: I'm just starting ACLs investigation and I'm not yet able to create > my own test. Google hasn't yielded a response. > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Mysql Help
Actually it migth take you about 1 hour or more. Be Patient. Regards On Tue, Sep 25, 2012 at 9:45 AM, Andrew Meyer wrote: > Not working… I guess it might take some time to close 25K tickets. > > ** ** > > Andrew Meyer > > *Precision Practice Management* > > T:314-787-0681 D: 314-881-5265 C: 314-565-0868 F: 314-881-5365 > > Email: ame...@precisionpractice.com > > ** ** > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Muhammad El-Sergani > *Sent:* Tuesday, September 25, 2012 10:36 AM > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Mysql Help > > ** ** > > I vote for Generic Agent as well. > Works very good. > > > ** ** > > Thanks > > //M > > > > > > On Tue, Sep 25, 2012 at 4:57 PM, Alvaro Cordero > wrote: > > Hello Andrew, > > I believe it is better to do it through the Generic Agent Interface, since > there are more than one database table involved into ticket information. > You could run a delete from ticket command, but it will still keep data > into ticket history, article and other tables. > > Best Regards. > > > > > On Tue, Sep 25, 2012 at 8:52 AM, Andrew Meyer < > ame...@precisionpractice.com> wrote: > > I need to close about 25,000 tickets all with the same email address. > I was hoping to do this within the MySQL Workbench or at the command line. > > > Can anyone assist me in executing this command? > > > > Thanks, > > > > Andrew Meyer > Unix Systems Administrator > *Precision Practice Management* > *The business behind the practice.* > > > > [image: Description: > http://www.precisionpractice.com/EmailSignature/images/logoTeamLeader.jpg] > > > D: 314-881-5265 > > [image: Description: > http://www.precisionpractice.com/EmailSignature/images/spacer.gif] > > C: 314-565-0868 > > [image: Description: > http://www.precisionpractice.com/EmailSignature/images/spacer.gif] > > F: 314-881-5365 > > [image: Description: > http://www.precisionpractice.com/EmailSignature/images/spacer.gif] > > > > 689 Craig Road, Creve Coeur, MO 63141 > Main Phone: 314-787-0681 > www.PrecisionPractice.com > Email: ame...@precisionpractice.com > > CONFIDENTIALITY NOTICE: This e-mail, including attachments, may include > protected health information (PHI), confidential and/or proprietary > information, and may be used only by the person or entity to which it is > addressed or the individuals designated to view such information per > federal HIPAA regulations. If the reader of this e-mail is not the intended > recipient or his or her authorized agent, the reader is hereby notified > that any dissemination, distribution or copying of this e-mail is > prohibited. If you have received this e-mail in error, please notify the > sender by replying to this message and delete this e-mail immediately. *** > * > > > > ** ** > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > > -- > ___ > Alvaro Cordero Retana > Consultor de Tecnologias > Gridshield Monitoreo de Redes e > Infraestructura. > 2258-5757 ext 123 > alv...@gridshield.net > www.gridshield.net > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > ** ** > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net <><><>- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Mysql Help
Hello Andrew, I believe it is better to do it through the Generic Agent Interface, since there are more than one database table involved into ticket information. You could run a delete from ticket command, but it will still keep data into ticket history, article and other tables. Best Regards. On Tue, Sep 25, 2012 at 8:52 AM, Andrew Meyer wrote: > I need to close about 25,000 tickets all with the same email address. I > was hoping to do this within the MySQL Workbench or at the command line. > > > Can anyone assist me in executing this command? > > ** ** > > Thanks, > > ** ** > > Andrew Meyer > Unix Systems Administrator > *Precision Practice Management* > *The business behind the practice.* > > ** ** > > [image: Description: > http://www.precisionpractice.com/EmailSignature/images/logoTeamLeader.jpg] > > > D: 314-881-5265 > > [image: Description: > http://www.precisionpractice.com/EmailSignature/images/spacer.gif] > > C: 314-565-0868 > > [image: Description: > http://www.precisionpractice.com/EmailSignature/images/spacer.gif] > > F: 314-881-5365 > > [image: Description: > http://www.precisionpractice.com/EmailSignature/images/spacer.gif] > > ** ** > > 689 Craig Road, Creve Coeur, MO 63141 > Main Phone: 314-787-0681 > www.PrecisionPractice.com > Email: ame...@precisionpractice.com > > CONFIDENTIALITY NOTICE: This e-mail, including attachments, may include > protected health information (PHI), confidential and/or proprietary > information, and may be used only by the person or entity to which it is > addressed or the individuals designated to view such information per > federal HIPAA regulations. If the reader of this e-mail is not the intended > recipient or his or her authorized agent, the reader is hereby notified > that any dissemination, distribution or copying of this e-mail is > prohibited. If you have received this e-mail in error, please notify the > sender by replying to this message and delete this e-mail immediately. *** > * > > ** ** > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net <><><>- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Responses when creating new e-mails
I believe what you are looking for is more like the Text Modules as mentioned in the link below. http://www.cape-it.de/news-en/items/kix4otrs-feature-of-the-month-text-modules-and-ticket-templates.html This is a great Addon developed by Cape-it. Regards On Tue, Sep 11, 2012 at 8:57 AM, Jean BROW wrote: > Hi, > > When the agent would like to create a new e-mail (he dosen't replay to > an incoming email). How can I make it possible so agent can choose one of > the "Response template" in system (same template we can choose from when we > replay to incoming emails). > > Thanks and Regards. > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Customer field won't populate in new tickets
Hello, I've seen this happening when you are using a default enconding that does not support some special caracters, for example in our case latin caracters like "ñ", and the accent caracter, to fix that we changed the default char-set to 'utf-8' and problem fixed. You can check for that kind of patterns and give it a try with the charset. Best Regards. On Thu, Sep 6, 2012 at 8:05 AM, Mark Dissington < mark.dissing...@netmania-it.com> wrote: > Hi Gerald, > > It's not that nothing is displayed as you are typing, the customers list > appears and is filtered as for all agents as you are typing in the box, so > the customer DB is being queried and showing the same data for all agents. > But if a non-working agent selects any customer from the list displayed > then the data is not left in the field, the field becomes blank. Selecting > the same customer for a working agent the data is left in the field > correctly. > > Mark. > > >>> On 06/09/2012 at 12:23, Gerald Young wrote: > > They won't populate if the customer is invalid. > > > > On Thu, Sep 6, 2012 at 3:50 AM, Mark Dissington < > > mark.dissing...@netmania-it.com> wrote: > > > >> Hi Robert, > >> > >> Yes, I thought that was a possibility as well, but all the users are > using > >> the Standard theme. > >> > >> Mark. > >> > >> >>> On 05/09/2012 at 18:23, Robert Poreba > > >> wrote: > >> > Mark > >> > > >> > Are all users using the same Theme? > >> > >> > >> On 5 Sep 2012, at 12:58, "Mark Dissington" < > >> mark.dissing...@netmania-it.com> wrote: > >> > >> > Something very strange going on here with otrs 3.1.7 (now upgraded to > >> 3.1.10) to try to resolve the issue. > >> > > >> > For both New Phone Tickets and New Email Tickets the customer field > >> won't populate with the data from the Javascript customer search for > SOME > >> users. For example my accoutn works fine - create a new phone ticket, > start > >> typing in the "from customer" field click on the correct customer, field > >> populates with the data and is greyed out, another "from customer" field > >> appears for adding the next one if required. > >> > > >> > For our agents with the problem - they start typing in the "from > >> customer" field and the customer data is displayed as normal, but > clicking > >> on the customer or tabing to the next field then empties the field > rather > >> than displaying the selected customer. > >> > > >> > This only affects, _some_ agents, it isn't PC specific as logging in > >> with a working account on that PC then works, and using one of the > faulty > >> accounts on a working PC fails. > >> > Have checked all Roles/Groups and everything seems the same between > >> working and non-working agents. No changes are made to ACLs anywhere, > any > >> config changes only made through the Sysconfig GUI. > >> > > >> > These accounts _were definitely_ working. Has been an issue for ~2 > >> months (since upgrade to 3.1.x from 3.0.x probably) > >> > > >> > TIA, > >> > Mark. > > > Netmania IT Limited > Registered in England No: 4039293 > Registered Office: The Stables, Elmhurst Business Park, Elmhurst, > Lichfield, Staffordshire, UK, WS13 8EX > VAT Reg No: 765 6677 74 > > This electronic message contains information from Netmania IT Ltd which > may be privileged and confidential. The information is intended to be for > the use of the individual(s) or entity named above. If you are not the > intended recipient, be aware that any disclosure, copying, distribution or > use of the contents of this information is prohibited. If you have received > this electronic message in error, please notify us by telephone or email > (to the number or address above) immediately. > > Activity and use of the Netmania IT Ltd's email system is monitored to > secure its effective operation and for other lawful business purposes. > Communications using this system will also be monitored and may be recorded > to secure effective operation and for other lawful business purposes. > > -- > Scanned by iCritical. > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] No Attachment icon
I think you might be missing the configuration, there is a configuration field that let you define if an icon is shown in TicketView when an article has attachments. The Field is Ticket -> Frontend::Agent::Ticket::ViewZoom -> Ticket::ZoomAttachmentDisplay: Yes/No Regards On Wed, Aug 1, 2012 at 2:54 PM, IT easyap wrote: > ** > Hello, in otrs version 3.1.7 for windows there is no attachment icon in > articles with attach, we tried with ie, firefox an chrome. There is any > workarround to solve this issue ? > > > thanks in advance > > -- > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Queue permission
Actually you can make groups avaiable to customer, not queues, for that (groups) you can use either customergroupAllwaysGroup or Customer<->Group feature, but eitherway once you enable a group for a customer they can see everything (All queues). Another posibility is to create your own ACLs in Config.pm Regards On Wed, Jul 11, 2012 at 1:03 PM, Carlos Ribas wrote: > Hello All, > > I´m new with OTRS. I installed the latest version and now I'm trying to > understand how it works. I´m reading the manual page, but one point is not > clear to me. > > I can set groups, roles and queues. My doubt is if it is possible to > have, for example, two queues in the same group, but one queue visible only > to customer and both visible to agent. I saw that I can have this > configuration using two groups, but I would like to know if it is possible > to use only one. > > Best regards, > > - > Carlos Eduardo Ribas > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] New generic agent notification module
Hello Florian, That sounds like the Message of the day motd feature, I haven't see it yet but it is logical to have a setting into Sysconfig to do it. Regards. On Mon, Jul 9, 2012 at 7:14 AM, Florian Houel wrote: > Hi List, > > does anyone of you know anything about this 3.1 new feature (from > http://www.otrs.com/software/otrs-help-desk/whats-new/): > "A new generic agent notification module allows the administrator >to define messages that will be shown in the agent web front-end >when they login." > > I've seen nothing in Admin nor Developer Guides and I browsed the list > with no luck. > Thank you in advance for any clue. > > Regards, > Florian HOUEL > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] LDAP - Windows Server 2008 R2 - AD Object 2003
Hello Stefano, Actually you can configure the system to automatically create the agents when they loging for the first time, you just need to configure the sync part and have the correct maping table. When authenticating customers via AD, they don't get created into the local database nor syncronized, but you can configure múltiple customer sources so they can loging. Check the manual in chapter 11. http://doc.otrs.org/3.1/en/html/external-backends.html http://doc.otrs.org/3.1/en/html/customer-user-backend.html#multiple-customer-backends If not usign LDAP you can allow customer self registration. Regards. On Fri, Jul 6, 2012 at 11:49 AM, Stefano Ricci wrote: > ok... > > but the problem is that i have to add the login through ldap, because i > have al lot of agents and a lot of customer to understand, one of the > customer company have 300 customer that have to login/send mail to open the > support tickets... > > i have to create manualy all of these profiles and after active the active > directory interface? > > > On 6 July 2012 18:29, Mike Eduard wrote: >> >> Hi Stefano, >> >> >> On 7/6/12 18:24 , Stefano Ricci wrote: >>> >>> now i solve the error 187... but i have this response >>> >>> [Fri Jul 6 18:18:45 2012][Notice][Kernel::System::Auth::LDAP::Auth] >>> User: adone\agente1 authentication failed, no LDAP entry >>> found!BaseDN='dc=adone,dc=lan', Filter='(sAMAccountName=adone\\agente1)', >>> (REMOTE_ADDR: ). >>> [Fri Jul 6 18:18:45 2012][Error][Kernel::System::User::UserLookup][797] >>> No UserID found for 'adone\agente1'! >> >> >> You do not have an agent with username "adone\agente1" in OTRS. >> >> You need to create this agent via admin interface first. >> >> >> mike >> >> -- >> Mike Eduard >> Enterprise Services for OTRS >> >> Znuny GmbH // Marienstraße 11 // 10117 Berlin // Germany >> >> P: +49 (0) 30 60 98 54 18-0 >> F: +49 (0) 30 60 98 54 18-8 >> W: http://znuny.com >> >> Location: Berlin - HRB 139852 B Amtsgericht Berlin-Charlottenburg >> Managing Director: Martin Edenhofer >> >> - >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Customer Panel : Internal Server Error 500
You have to go back into any configuration changes you've done recently, it migth be as simple as a quote, coma or anything you have missed. regards On Wed, Jun 20, 2012 at 6:37 AM, Ugo Bellavance wrote: > On 2012-06-20 03:09, Johannes Homuth wrote: >> >> Hi, >> >> may the logs be with you! > > > Yup, but I'd try restarting httpd as well, if possible. > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] [otrs Ordering tickets in the DashBoard
Hello Wagner, Yes there is, you can use the Configuration for you dashboard by looking for Dashboard, then Choose FrontEnd::Agent::Dashboard, Look for the one you want to change and modify the "SortBy" Atribute. TicketPendingTimeOlderMinutes=1;StateType=pending reminder;*SortBy=Priority; *OrderBy=Down; You can also do it in the xml file which is in /opt/otrs/Kernel/Config/Files/Ticket.xml And do the changes there. You can add new dashboards by defining them there, you just need to have be carefull as usual. Best Regards, Alvaro On Tue, May 22, 2012 at 8:21 AM, Wagner wrote: > Hello, > > Is there a way of instead ordering tickets in the dashboard by it's Age, > oder by it's Priority? > > Thanks > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
