In version 4 of OTRS we were able to use wildcards in the CustomerID field
under Ticket Filter for notifications. All of our customer IDs are prefixed
with a building code so we were able to use that to send out notifications to
outside emails (non agents) based on specific building. In
Since we upgraded to OTRS 5 we're getting "duplicate" notifications. It used
to be that we would get "ticket queue update notifications" OR "ticket create
notifications" depending on how the ticket came into the system. For example,
if it landed in the postmaster queue and then got moved to a
I have a list of possible LDAP servers in my Config.pm that customers may
authenticate against. Is it possible in the Config.pm file to target which
LDAP server to use based off of the customers email domain with which they use
to login? Currently OTRS has to iterate through each LDAP server
I just started getting the error message below this morning when trying to send
emails out to customers (email address and IP have been masked). The emails
are going out to the customers successfully though.
Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Mar 17 08:27:16
2014
...@otrs.org] On Behalf Of Martin
Gruner
Sent: Thursday, November 14, 2013 12:48 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] OTRS 3.3.1 Ticket Overview
Hi Nick,
Am 13.11.13 16:57, schrieb Nick Lapp:
I just upgraded to OTRS 3.3.1 and the new Ticket Queue Overview module
Is it possible to add additional customer information to the queue view in OTRS
3.3? For example, I have a customer field with the customer's phone number
which shows up on ticket zoom but I would like to add the customer phone
numbers as a column to the queue view.
Thank you in advance for
I just upgraded to OTRS 3.3.1 and the new Ticket Queue Overview module on the
dashboard is showing No data found. I've also added a new statistics module
to the dashboard and it just displays a message about the data being prepared
but it never appears.
Any suggestions?
Thanks!
Nick
I have a separate custom built service that automates inputting information
such as customer information, queue information, and customer company
information directly into the OTRS database. Whenever an item such as a
customer is added or updated via this process, the changes don't appear in
Is there a way to exclude the prior email strings in emails when they go out to
customers in ORTS? What happens is we end up with a really long page worth of
duplicate information when the customer responds to the email and it comes back
in as a new article. With excluding the old information
Sorry if this has been answered before, but I've been searching and haven't
found anything. Is it possible to make the customer auto complete box on the
new ticket pages search by first name, last name, and email address? Right now
it is only searching on email address.
Thank you!
Nick
Hello all!
I just updated from 3.1.10 to 3.1.12 and for some reason my generic agent jobs
stopped running. I did a bit of research and I think I found the issue but am
not sure how to resolve it. Below are the commands that I have run and their
results:
[root@IMESD-OTRS bin]# crontab -l -u
, and no other cruft
exists in that folder as the files' contents will be added verbatim to cron.
(all files without .dist in linux, all files, period, (IIRC) in windows).
On Sat, Dec 15, 2012 at 1:17 PM, Nick Lapp
nick.l...@imesd.k12.or.usmailto:nick.l...@imesd.k12.or.us wrote:
Hello all!
I just
: [otrs] Generic Agent Not Running
I'm saying that there's a file in the cron directory that is not a cron file
(has a bad entry) and that is causing the error.
try
cat /opt/otrs/var/cron/*
On Sat, Dec 15, 2012 at 1:37 PM, Nick Lapp
nick.l...@imesd.k12.or.usmailto:nick.l...@imesd.k12.or.us wrote
Is there a way to hide/not record system notification articles? It gets to be
too much information to look at when viewing tickets. I know I can apply a
filter to not show them on an individual agent basis but I'm looking for more
of a global solution.
Thanks in advance!
Nick
OTRS 3.1.10
in CustomerAuth.pm
for my $Count ( '', 1 .. 10 )
and
for ( '', 1 .. 10 )
Change 10 to 99 or 1000 if you want. Note that '' (no index) is also valid.
On Sun, Oct 14, 2012 at 5:42 PM, Nick Lapp
nick.l...@imesd.k12.or.usmailto:nick.l...@imesd.k12.or.us wrote:
Hello all,
I am in the process
Is it possible to add another search attribute to the ticket search? I'm
wanting to search all tickets based on a user attribute other than CustomerID
and Customer User Login.
Nick
-
OTRS mailing list: otrs - Webpage:
Sorry, I should have been more specific, the field I want to search by is not
in the dropdown list of options. I would like to add additional options to
that dropdown .
[IMESD]
Nick Lapp | IT Operations Specialist
nick.l...@imesd.k12.or.us
InterMountain ESD
Hello all,
I am in the process of setting up OTRS for my organization. We provide tech
support to about 20 different organizations and are currently using WebHelpdesk
as our helpdesk solution with each customer organization connected to
WebHelpdesk with LDAP sync. We would like to accomplish
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