On 6/22/2016 10:54 AM, Nick Bright wrote:
Is it possible when generating a ticket by email (for example from a
web form) to create X-Dynamic-Field headers that would create
specified dynamic fields in the ticket that is being created?
For example X-Dynamic-Field-Address1=AddressString to
ress1" with "AddressString"?
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Is there a list of valid Ticket Events? I am unable to locate such in
the documentation.
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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.
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- Nick Bright-
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icket. Note that I'm not
wanting to run the Generic Agent on an event. I'm trying to /cause /an
event.
Any suggestions or documentation links appreciated.
Thanks,
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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
Have I understood correctly what your suggestion is?
Thank you,
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-data-in-dynamic-fields/
Hope it Helps
Thank you very much for your response, that URL was in fact very helpful
and I did get the mapping to work!
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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?
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- Nick B
On 6/13/2016 5:39 PM, Nick Bright wrote:
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 t
7;] }},
Possible => { Ticket => { Queue => ['SUPPORT','Billing'] } }};
}
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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 t
offer any advice or a link to the relevant section of
documentation?
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er of tickets
opened for a specific location value, across all customers.
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On 4/4/2016 10:45 AM, Nick Bright wrote:
Greetings,
I have an older installation of OTRS v3, attempting to use a REST
transport for a Web Services provider.
Looking at
https://otrs.github.io/doc/manual/admin/3.2/en/html/genericinterface.html
this appears to be possible, as REST is clearly
and to actually "Register" the module?
Thanks,
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sing
POST variables?
I really don't want to use GET variables on the URL because those things
get logged - and we all know logging passwords is a Bad Idea(tm).
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On 1/20/2016 10:13 AM, Nick Bright wrote:
On 1/14/2016 1:13 PM, Gerald Young wrote:
Kindly modify the value in the field and provide feedback if it
provides the result you seek.
On Thu, Jan 14, 2016 at 1:32 PM, Nick Bright <mailto:nick.bri...@valnet.net>> wrote:
On 1/7/201
On 1/14/2016 1:13 PM, Gerald Young wrote:
Kindly modify the value in the field and provide feedback if it
provides the result you seek.
On Thu, Jan 14, 2016 at 1:32 PM, Nick Bright <mailto:nick.bri...@valnet.net>> wrote:
On 1/7/2016 4:11 PM, Gerald Young wrote:
uld be why don't I have a "phone-internal" type, then.
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On 1/6/2016 3:33 PM, Gerald Young wrote:
internal/external determines visibility (internal does not show on
customer side).
That option isn't available for "phone call" response types. Can it be
made available?
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Is it possible to make "Phone Call" article types not visible to the
customer in the customer portal?
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In the FAQ front end, is there a way to add the pagination navigation
elements to the bottom of the screen, so that a user won't have to
scroll all the way back to the top to select another page of results?
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- Nick B
Is there a way to make more of the title display in the FAQ explorer?
When looking at the FAQ in a normal resolution, the title cuts off with
elipsis, leaving significant white space in the column to the right.
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- Nick Bright
ted e-mail; then *do not*
send back
> an unencrypted auto-reply with a full quote - this is a serious
information
> leak!
Very good thinking!! Thanks!
This is an excellent suggestion, and as we aren't quoting the message in
the auto-response, we're already set here.
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I'm not
sure what exactly might be going awry here.
Any thoughts or recommendations appreciated.
Thanks,
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On 9/9/2015 7:55 PM, Nick Bright wrote:
I don't understand what "Do it in CustomerTicketZoom" means.
I see, it should be the Action target. This worked as desired:
$Self->{TicketAcl}->{'ACL-Customer-States'} = {
# match properties
Pro
}
}
};
I tried this, but it had no effect. Yes, the text of the states matches
my states exactly, including case and white space (I ran into a case
sensitivity problem with that once in the past).
I don't understand what "Do it in CustomerT
}
},
# return possible options (white list)
Possible => {
# possible ticket options (white list)
Ticket => {
State => ['closed', 'open']
}
}
};
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On 9/9/2015 7:42 PM, Nick Bright wrote:
What SysConfig variable would need to be adjusted to control what
next-state options are selectable by the customer?
I want to restrict it to simply "open" or "closed", while internally
we use numerous other close reasons.
I u
What SysConfig variable would need to be adjusted to control what
next-state options are selectable by the customer?
I want to restrict it to simply "open" or "closed", while internally we
use numerous other close reasons.
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On 8/20/2015 1:27 PM, jan.dre...@bertelsmann.de wrote:
Hi.
Am 20.08.2015 um 18:55 schrieb Nick Bright :
Is there any more detail for ticket history available in the database that
might not be in the UI?
I have a ticket which had its' ownership changed, and moved to another queue.
The
er queried employees stated "I didn't touch that
ticket".
So, how can I determine what actually happened with this ticket?
For example, is the IP address of the agent logged in the DB somewhere -
maybe I could see what machine it was?
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6. Mount the new disk in its' place.
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On 2/11/2015 3:45 PM, Nick Bright wrote:
Greetings,
I'm having a bit of difficulty understanding why some tickets in our
OTRS deployment are remaining in a state of "new" even after multiple
phone call and/or email update items.
What could cause this to happen?
Just
Greetings,
I'm having a bit of difficulty understanding why some tickets in our
OTRS deployment are remaining in a state of "new" even after multiple
phone call and/or email update items.
What could cause this to happen?
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ase to "open", when creating a new ticket, it
defaults to the correct 'open' state.
On 1/6/2014 10:56 PM, Nick Bright wrote:
I'm not sure I would call it a "bad entry", but the one that gets
chosen by default (I think because it is simply alphabetically first)
is
I'm not sure I would call it a "bad entry", but the one that gets chosen
by default (I think because it is simply alphabetically first) is a
"closed" state type.
On 1/6/2014 10:54 PM, Gerald Young wrote:
What is the state type of the bad entry?
On Mon, Jan 6, 2014
On 1/6/2014 10:41 PM, Nick Bright wrote:
Greetings,
What might be causing the inability to change SysConfig parameters
from the Agent UI?
File permissions are correct:
-rw-rw. 1 apache apache 208K Jan 6 22:37 ZZZAAuto.pm
-rw-rw. 1 apache apache 11K Jan 6 22:26 ZZZAuto.pm
Yet when
the browser chews on
it for a moment, reloads the page, and nothing has changed.
If I modify the values directly in the .pm files above, the changes are
reflected properly in the SysConfig UI and take effect in OTRS.
Thoughts?
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- Nick Bright
:Frontend::AgentTicketEmail'}->{'StateDefault'} = 'open';
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'StateDefault'} = 'open';
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'State'} = 'open';
ins invalid data; ignoring:
'-1, set by base.pm' at /opt/otrs/Kernel/System/Log.pm line 203.
ERROR: OTRS-otrs.PostMasterMailbox.pl-10 Perl: 5.10.1 OS: linux Time:
Tue Dec 17 14:58:06 2013
Any guidance would be appreciated.
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- Nic
is FROM the customer not FROM the Agent.
Any thoughts or suggestions?
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On 12/16/2013 1:40 PM, LQ Marshall wrote:
Last I experienced this, it was due to incorrect file permissions. If
you need an immediate correction edit the file directly.
Which file is it?
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- Nick Bright-
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works for a bit, the page
reloads, and the value of
Ticket::Frontend::AgentTicketCompose###StateDefault has not changed.
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- Nick Bright-
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ssible that there's an agent which isn't running? A
configuration error that snuck in somewhere in the version upgrades over
the years?
Thanks in advance,
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If you are going to have that big of a deployment and don't already know
the answer to this question, perhaps you should look at purchasing Red
Hat with a support entitlement? That way when you have a problem, you've
got upstream support to lean on for quick resolutions.
---
- N
ches I've tried, while deleting old SPAM tickets and junk that
doesn't represent a real ticket but has been cluttering up my database.
What am I doing wrong?
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Network Administrator
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Tel 888-332-1616 x 315
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How does one go about changing the value of the default search template?
Internally about 90% of our searches are by ticket number, so it would
be a much better default than fulltext.
I tried looking in the SysConfig hives but I just simply couldn't find it.
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- Nick Bright
Ne
some other
anti-registration spam control? We can't be the first people to have
this problem, given how bad the spam-bot problems are on the Internet
these days!
Thank you,
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- Nick Bright
Network Administrator
Valnet Telecommunications, LLC
Tel 888-332-1616 x 315
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the high CPU usage of HTTPD while loading
this page in the past, but I repeated the test several times - httpd
uses almost no CPU unless the calendar is loading, at which time it
spikes one of the CPU cores to full load.
ORIGINAL THREAD FOLLOWS
>Nils Breunese (Lemonbit) wrote:
>> Nic
Thank you very much, this was exactly the case.
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Leonardo Certuche wrote:
As Anton Gubarkov wrote on Sat, Dec 6, 2008 at 2:06 AM replying to Re:
[otrs] Closed tickets reopening themselves via
in the options and on the filesystem, but I've been unable to find
anything thus far.
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Please, if someone could just tell me how to properly pre-load the
modules for the calendar along with the rest of OTRS, I would love to
try that and see how it impacts performance.
Thanks,
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Tel 888-332-1616 x 315
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Nils Breunese (Lemonbit) wrote:
Nick Bright wrote:
I'm using OTRS on a CentOS 5 server, with mod_perl enabled. Overall
OTRS got MUCH faster when I enabled the mod_perl configuration, but
the calendar is still excruciatingly slow.
That is to say, when you click on the "Calenda
y given view of the Calendar.
Is there any way to improve the performance of this application?
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s::AgentCalendar.pm;
Is there a better/more proper way to install my additional modules into
this script such that my calendar and FAQ modules will also be
accelerated by mod_perl?
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this issue?
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Thanks very much! That worked perfectly.
Jurgen De Vlieger wrote:
Nick,
If you go to the Admin interface and do a search for PDF in Sysconfig, you
can disable PDF in Framework -> Core:PDF.
Kind regards
Jurgen
"Nick Bright" <[EMAIL PROTECTED]> wrote in message
ne
Caspar Kennerdale wrote:
Hi
I have just had OTRS installed onto a test server to test its viability
for my company.
I have a few questions which may be rather basic but which I cannot find
to answers. Hopefully some of these can be answered by someone
- Are you able to view
Still searching for a way to revert to the original HTML output
functionality. I'd appreciate even just a tip of what function or file
to look at for changing this.
Thanks!
---
- Nick Bright
Network Administrator
Terra World
Tel 888-332-1616 x 315
Fax 620-332-1201
Nick Bright
Any feedback on this issue?
I really would much rather generate HTML than a PDF!
---
- Nick Bright
Network Administrator
Terra World
Tel 888-332-1616 x 315
Fax 620-332-1201
Nick Bright wrote:
Why even require the extra layer of software? It seems much simpler to
me to just output a
Unfortunately, I cannot. I don't have a screen shot of what it was
doing; and now after editing the URL to what you had, it's working as
expected (i.e. the problem went away completely).
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on to just simply change the print output format? If
there is, my grepping through the code tree hasn't turned it up.
---
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Network Administrator
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Tel 888-332-1616 x 315
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Peter van Beugen wrote:
or try another much much faster (free) P
the "Language" and "Category" buttons are still there!
TOO WEIRD!
---
- Nick Bright
Network Administrator
Terra World
Tel 888-332-1616 x 315
Fax 620-332-1201
Poe Chen wrote:
index.pl?Action=AgentFAQ&Nav=Normal
And like you said, the Category link is:
index.
When performing administrative tasks for the FAQ, what is the URL in
your browser?
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Network Administrator
Terra World
Tel 888-332-1616 x 315
Fax 620-332-1201
Poe Chen wrote:
Do you see a Category button on the top when you login as admin and
click on Admin->
Just for grins, I tried rebooting - didn't help though.
---
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Network Administrator
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Tel 888-332-1616 x 315
Fax 620-332-1201
Wes Sothard wrote:
My server did the same. I rebooted it and FAQ showed up and I was
actually able to use it like you are supposed
columns relating to FAQ.
I also just removed and reinstalled the FAQ module, and I'm still not
seeing any place to edit any of the FAQ information, like the "default
comment" or categories.
---
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Network Administrator
Terra World
Tel 888-332-1616 x 315
Fax 6
s greeted by the "FAQ Category" section, in which I can add
Categories.
I'm concerned why Admin->FAQ is not available, though. Perhaps there is
some sort of error in my installation.
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Network Administrator
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Tel 888-332-1616 x 315
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categories?
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Network Administrator
Terra World
Tel 888-332-1616 x 315
Fax 620-332-1201
Poe Chen wrote:
Nick,
You need to login as the user in "faq" or "faq_admin" group to have
permission to add articles in the FAQ.
That's how I get mine work
ty (no selectable options);
however I cannot locate anywhere within OTRS where I can create new
categories. Nor have I been able to locate in any OTRS documentation
where this function should even be located.
So, my main question is this: Where am I supposed to be able to go to
create categorie
nd it's not obvious to
my non-programmer brain how to change it in the actual
AgentTicketPrint.pm module (or even if that's the appropriate place to
change something.)
Thanks in advance,
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Network Administrator
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T
Pardon my lack of clarity, I intended to mean the web documentation.
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Nils Breunese (Lemonbit) wrote:
Nick Bright wrote:
That worked fine. Perhaps those scripts should be mentioned in the
Has anyone written a customer backend module for unix ODBC? Our customer
database is stored in Microsoft SQL (which can be made to communicate
just fine with unix ODBC), and I'd like to hook OTRS to that system. If
it matters, we're using IEA's Emerald product.
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- Nick B
---
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Terra World
Tel 888-332-1616 x 315
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Nils Breunese (Lemonbit) wrote:
Nick Bright wrote:
I've got an installation of OTRS 1.2.4 on an older machine, that I'm
looking at getting migrated to a much newer OS (moving from WBEL3 to
on how to migrate from 1.2.4 to 2.2.5 would be
appreciated.
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er
>
> -Oorspronkelijk bericht-
> Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Nick Bright
> Verzonden: donderdag 3 februari 2005 16:43
> Aan: otrs@otrs.org
> Onderwerp: [otrs] Opening a ticket with the Agent interface?
>
> Is it possible to open a ticke
to go to after
creating a new ticket, the options are "New Ticket" or "Ticket Zoom"; so
it seems like it's possible for new tickets to be created by the agents
- I just sure don't see where.
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