Re: [otrs] CustomerID used in customer email, email bounced

Anybody has never seen this error in his installation? On mine it's a plague... 2016-04-06 17:01 GMT+02:00 Finetti, Stefano <sfine...@lynx-international.com >: > Hi, > > I have this problem since otrs 4.x, and it is still here, but I don't know > if it is something in my confi

[otrs] CustomerID used in customer email, email bounced

Hi, I have this problem since otrs 4.x, and it is still here, but I don't know if it is something in my configuration. here is the problem: when you create a new external email, if you add a customer user via the Address Book, it writes the address as "Customer Name"

[otrs] Changing Customer Company ID not working

Hi, According to the CustomerCompanyUpdate function in System/CustomerCompany.pm, if the actual CustomerID and the new CustomerID are specified as CustomerID and CustomerCompanyID, the function should update the customerID without having to create a new company and then move all customer users to

Re: [otrs] Core.AJAX.FormUpdate problem

... 2016-03-23 8:54 GMT+01:00 Finetti, Stefano <sfine...@lynx-international.com> : > Hi, I'm trying to use some of the advanced features of Json/Ajax on OTRS 5. > Basically I'd like to update the content of a form when changing the value > of an element of the same form, like when you

[otrs] Core.AJAX.FormUpdate problem

Hi, I'm trying to use some of the advanced features of Json/Ajax on OTRS 5. Basically I'd like to update the content of a form when changing the value of an element of the same form, like when you select a queue in a new ticket creation form. My code is here: [% WRAPPER JSOnDocumentComplete %]

[otrs] Ticket type translation not working anymore on OTRS5

Hi, On OTRS 4, even if it wasn't officially supported, there was a way to translate ticket types modifying the file AgentTicketPhone.tt (for Phone tickets) adding a "Translate" around Data.Strg. On OTRS 5, the same modification (I have the AgentTicketPhone.tt file in

Re: [otrs] Layout strange behavior in output

left corner I will have a 12 (1 and 2) written. And so on. The more Blocks i insert, the more numbers I got on the top left corner. I can't even start to guess what is happening here... 2016-02-18 11:43 GMT+01:00 Finetti, Stefano <sfine...@lynx-international.com >: > I might also add th

Re: [otrs] Multiple customer company backends

d you have to select it again. Any other thing works perfectly. 2016-03-10 10:05 GMT+01:00 Finetti, Stefano <sfine...@lynx-international.com >: > Thanks a lot Martin, I'd like to extend the question a bit while I'm > configuring the second backend for the Companies. > > Can I use tw

Re: [otrs] Multiple customer company backends

s > Solution™ Managed 5 schnell und ohne eigene IT-Ressourcen starten - Jetzt > neue Features entdecken und bestellen > > https://www.otrs.com/neu-in-otrs-business-solution-5-mobile-kommunikation-transparente-prozesse/?lang=de > > > Am 09.03.2016 um 14:58 schrieb Finetti, Stefa

[otrs] Multiple customer company backends

Hi, I know that OTRS supports mutiple backends for Customer Users (mapping them on Config.pm). Is this valid also for Customer Company? So to speak, can I put into Config.pm $Self->{CustomerCompany} = { Params => { .. and $Self->{CustomerCompany*1*} = { Params => { .

[otrs] Disable display of non valid customers in Customer Information Search

Hi, I'm trying to figure out how to avoid that non-valid customers are displayed when searching through Customer Information Center modal window. Even If I set a customer as non valid, it will show up in search window, which is something that shouldn't happen, because it leads to confusion of the

[otrs] Modules and Config.pm

Hi, I was just reading (again) OTRS Developer Manual and Api References, and it struck me that from OTRS 4 (i promise, I never realized it before), there is no mention of Kernel/Config.pm file anymore. Given the fact that If I remove the Config.pm file I'm pretty sure nothing will work anymore,

Re: [otrs] Ticket Type translations

in all the languages you want. Hope it helps someone 2016-01-09 9:06 GMT+01:00 Finetti, Stefano <sfine...@lynx-international.com> : > Hi Gerald, > > yes, the option to have all languages in a string to be displayed togheter > is something that crossed my mind but as you said, is

Re: [otrs] Layout strange behavior in output

to generate the "main" contents page. (The numbers are a sequence: 1 2 3 4 5 6 7 8 9 10 11 12 etc. etc.) 2016-02-18 11:35 GMT+01:00 Finetti, Stefano <sfine...@lynx-international.com >: > Hello everyone, > > I must confess I'm a bit lost with something that never hap

[otrs] Layout strange behavior in output

Hello everyone, I must confess I'm a bit lost with something that never happened before with other customizations I've done in OTRS. I'm trying to create a module for OTRS 4 to help my colleagues work with our AS400 systems. Nothing very strange, just a new menu to be used to check various

Re: [otrs] Ticket Type translations

sing? > > > On Fri, Jan 8, 2016 at 10:07 AM, Finetti, Stefano < > sfine...@lynx-international.com> wrote: > >> Hi everyone, I know that until recently custom ticket types where not >> automatically translated using the custom language files. >> >> Since m

[otrs] Ticket Type translations

Hi everyone, I know that until recently custom ticket types where not automatically translated using the custom language files. Since my OTRS (I've not had the chance to upgrade to 5 yet) is starting to have agents from different countries, I need somehow to translate ticket types because lots of

[otrs] OTRS behind Haproxy and GlusterFS

Hi all, I think I have a rather complicated but intriguing question for the mailing list... I succeded in assmbelying and having up running a 6 node cluster with apache running clustered and proxied by HAProxy. The most relevant thing of this structure is that the web root in on top of a

Re: [otrs] OTRS behind Haproxy and GlusterFS

2015-05-23 9:02 GMT+02:00 David Boyes dbo...@sinenomine.net: Out of the box, OTRS still has some rough edges for clustered configurations. It still stores some configuration info for individual nodes in node-local storage, which can be tricky to manage and still keep the cluster configuration

Re: [otrs] OTRS behind Haproxy and GlusterFS

Assuming that the whole otrs directory would be in the clustered fs, directory references would not be the same for each node of the cluster? They would all share the /var/www (let's say) directory, where otrs would be placed. I'm not sure I understand which references you're talking about. I

[otrs] OTRS ITSM and Standard

Hello everyone. I know this may be a stupid question, but I didn't find any specific answer, so... I have now a standard OTRS without the ITSM features, my employees use it for our Customer Service. Since we also have an IT Department who (i think) would benefit from the structure of OTRS, i was

Re: [otrs] OTRS ITSM and Standard

Hi, it depends on which parts of ITSM you install (you can also choose to install only individual parts, e.g. install service management but do not install CMDB). It will effect parts of the usage of OTRS. E.g. installing ITSM modules will activate type and service if they have not been

Re: [otrs] Last article/action item = age

Agreeing with Gerald about the Don't touch it/Don't do it, i can add that you could simply modify the proper template in order to add a column like last action date and populate it with the field of the database that storest the last changed date (sorry, don't remember the name of the field right

Re: [otrs] Show last contact instead of ticket creation date?

Yes, he may archive the tickets, but still having a ticket opened for a long time without anything that says that you have posted something in it is sometimes hard to explain to operators. I think I'll try to edit the template of the agent ticket view, since the last changed by and last changed

[otrs] Custom Directory and Customized Modules

Hello everyone. I'm quite at loss with this problem. I know that OTRS has a Custom directory in which i can replicate the tree structure of the system in order to customize some of the modules that the system will use. In order to add some modification to the customer company creation and

Re: [otrs] Custom Directory and Customized Modules

I feel REALLY ashamed for my stupidity. Yes, restarting apache did the trick. I'm sorry, and thanks a lot. 2014-02-13 13:58 GMT+01:00 Gerald Young cryth...@gmail.com: restart apache? On Thu, Feb 13, 2014 at 4:23 AM, Finetti, Stefano sfine...@lynx-international.com wrote: Hello everyone

Re: [otrs] Error when replying to a ticket email

of the recomendations from the upgrade file, it has some tricky things you migth have passed out. Regards 2013/9/20 Finetti, Stefano sfine...@lynx-international.com 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

[otrs] Error when replying to a ticket email

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:

[otrs] Hide Survey Button from Agent interface

Hi everyone, I just started to use the Survey addon for OTRS and I'noticed something that probably will prevent me to use it for a long time: it is , apparently, completely visible to agents. Since I'm using it to measure the customer satisfaction about agents' work... they should be the last

[otrs] Move ticket withtout being owner

Hello, I was wondering why it isn't possible to move a ticket into a queue if you are not the owner of the ticket. I'm the customer service manager, and I'm not the responsible for the ticket since we have a number of accounts who are responsible for their own customers. Sometimes I need to move

Re: [otrs] Customer Company Search case sensitive in Customer Information Center

Am I the only one with this kind of problem? 2013/5/31 Finetti, Stefano sfine...@lynx-international.com Greetings to all. Since the upgrade to 3.2.7, I've noticed that customer search in Customer Information Center (The AJAX modal window), has become case sensitive on the first row

[otrs] Usage of statistics module

Hello, I was wondering if it's possible to create a statistic that shows only new tickets opened via email. I'm able, at the moment, only to produce a report with all new tickets for a given period of time, without knowing if they have been opened after a phone call or after an email to our

[otrs] Customer Company Search case sensitive in Customer Information Center

Greetings to all. Since the upgrade to 3.2.7, I've noticed that customer search in Customer Information Center (The AJAX modal window), has become case sensitive on the first row (CustomerID/Customer Company Name), while it is still case insensitive on the second row (Customer Name). I don't

[otrs] Customer Group as Generic Agent filter condition

Greetings to all, this is my first post in this group, I tried to find an answer to my problem googling around but without any luck. I need a bit of help with OTRS 3.2.1 in creating a Generic Agent script for my company, basically this is what i need: My company has a number of queues based on