Znuny and ((OTRS)) Community Edition

tnieman

Is there a resource that shows you all of the FrontEnd names for the database columns? I am trying to find the name used in the FrontEnd for the ticket table change_time column. I have looked in the Developer and Admin manuals for change_time and I get no results. I tried searching the otrs folder o...

tnieman

Are there database upgrades?

It says to use installer.pl, I want to make sure my existing data is safe

Tom

tnieman

Thanks!

tnieman

This link is not working - getting a page not found error

http://source.otrs.org/viewvc.cgi/Templ ... iew=markup

Tom

tnieman

We need to limit what queues can be selected when moving a ticket that belongs to a certain set of companies. Is that possible with an ACL - I can't seem to get it to work. ChangeBy: tnieman ChangeTime: 2014-07-22 09:46:03 Comment: Imported at 2014-02-21 04:05:19 ConfigChange: Possible: {} PossibleN...

tnieman

I need to hide the CIC from certain agents for certain customer companies (contractual requirements). I found how to add the AgentCustomerInformationCenter view to the list of Actions in the ACLs (via Ticket -> Core::TicketACL). I have an ACL ChangeBy: tnieman ChangeTime: 2014-07-15 09:52:50 Comment...

tnieman

I have an ACL that sets the SLA based on a customer company custom field. --- - ChangeBy: tnieman ChangeTime: 2014-06-23 14:38:01 Comment: Imported at 2014-02-21 04:05:19 ConfigChange: Possible: Ticket: SLA: - Bronze - Sev 1 - Bronze - Sev 2 - Bronze - Sev 3 - Z_Exempt from SLA PossibleNot: {} Confi...

tnieman

OTRS Version: 3.3.6 OS: CentOS 5?? A user complained that an email sent from OTRS ticket didn't make it to the intended person. I checked in /var/log/maillog and found Apr 16 11:53:05 otrsweb1 postfix/postdrop[13583]: warning: uid=48: File too large Apr 16 11:53:05 otrsweb1 postfix/sendmail[13582]: ...

tnieman

I see that there is a Priority block in the CustomerTicketZoom.dtl for the ZoomSideBar  <li><span class="Key">$Text{"State"}:</span> <span title="$Text{"$Data{"State"}"}">$Text{"$Data{"State"}"}</span></li>...

tnieman

One of our queue owners has requested that I add a custom column that gets it's value from a combination of the Lock and Owner column. If Unlocked, they want the value to be "Not Owned". This one is easy and I have already created a Generic Agent triggered process to run when a ticket is i...

tnieman

Can you give a hint where in the Admin Manual. I'm searching and can't find anything.

tnieman

thanks - that is much easier to read.

Tom

tnieman

We added a custom field to the Customer table called sso_role. We added a line in the Config.pm for it # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly 'SSORole', 'Customer SSO Role', 'sso_role', 1, 0, 'var', '', 0 I would like to display that in the Cus...

tnieman

Changing owner or queue adds articles and history. Why is Lock different? I have received complaints from agents that the History is too hard to find what you are looking for. They would like to see a Lock article so that they don't have search through a bunch of notification records in the history ...

tnieman

Thanks, I have added the filter, but it's not stopping emails. Stop After Match is set to No Filter Condition: Header 1 = Body ([Oo][Oo][Oo]|[Oo][Uu][Tt]\s[Oo][Ff]\s[Tt][Hh][Ee]\s[Oo][Ff][Ff][Ii][Cc][Ee]) Filter Condition: Header 2 = Subject ([Oo][Oo][Oo]|[Aa][Uu][Tt][Oo][Mm][Aa][Tt][Ii][Cc]\s[Rr][E...

tnieman

I found this in the OTRS Documentation for Postmaster Filter In Table 5.4 from http://doc.otrs.org/3.0/en/html/adminarea-postmasterfilter.html Name: X-OTRS-State: Possible values: new, open, closed successful, closed unsuccessful, ... Description: Sets the next state of the ticket. X-OTRS-State is a...

tnieman

I can't seem to find how to make the Priority field required on New tickets, both in Agent and Customer environments. I found the field in AgentTicketPhone.dtl. Not sure how to get in marked as required. There is nothing in Ticket -> Frontend::Customer::Ticket::ViewNew or Ticket -> Frontend::Agent::...

tnieman

Why doesn't the lock process add an article?

Would it be possible to modify the process to add an article? How difficult would that be?

Tom

tnieman

I'm not saying just send to the Owner. What I want is send to anyone who has owner permission of that ticket.

Tom

tnieman

I found this statement in an OTRS blog at http://blog.otrs.org/2011/10/17/otrs-tips-tricks-ticket-escalations-part-two-sla-based-escalations/ Who will receive the notifications: all agents who have at least read permission into the queue which contains the escalated ticket, and who also have that qu...

tnieman

We have our FulltextSearch set to RuntimeDB. The default WordLengthMax is 30. We have strings that approach 100 characters that we will need to search on.

Would there be any negative impact of setting WordLengthMax = 100?

Tom

tnieman

I want to add a Dynamic Field to the Information section on the right side of the page. I've followed the examples in the CustomerTicketZoom file itself and it's not working. I took Field1 and changed it to DevPriority which is the dynamic field I want to display. I left the Field2 example for compa...

tnieman

I fixed this by changing No Access to Access Denied. It sorts alphabetically and is now the default.

tnieman

Thanks

tnieman

There is a Last Login column on the AdminCustomerUser page. Where is that stored in the database? It's not in the Customer table.

Tom

tnieman

Thanks!

tnieman

Is it possible to hide the SLA field dynamically with an ACL? If SLA is set to "Sev 1" or "Sev 2", we would like to only allow certain roles to be able to change that value (because it would disrupt reporting). If so, would you please respond with a code snippet? Thanks, Tom

tnieman

We created a custom field in the Customer object called SSORole. It is a picklist with 3 values "No Access", "Limited Customer", and "Default Customer". See the lines below that we inserted into Config.pm in the Customer Map section. [ 'SSORole', 'Customer SSO Role', 's...

tnieman

Is it possible to programmatically set the UserTheme based on email address domain or group membership via an ACL?

Tom

tnieman

We have seen some strange results when trying to type a reply when using IE 9 or 10. 1) Typing two sentences and the second one starting with an "I". Click before the "I" and hit enter, a new line is created but the "I" stays on the previous line. 2) Hitting new line so...

tnieman

I ran grep -r "Dynamic Ticket Template" /opt/otrs/Kernel/Output/ and found /opt/otrs/Kernel/Output/HTML/OutputFilterPreOTRSDynamicTicketTemplates.pm: <label for="TemplateID">$Text{"Dynamic Ticket Template"}:</label> It was without the colon. Thanks for your help crythias!

tnieman

The problem is that this field is dynamically added I don't actually see the field in the CustomerTicketMessage.dtl file. I'm not sure which dtl file it is in.

tnieman

We are using TicketMaskExtension, an I would like to rename the field label Dynamic Ticket Template. I put in a translation to do that, but it's not working.

Code: Select all

$Self->{Translation}->{'Dynamic Ticket Template:'} = 'Dynamic Template (Automactically Selected):';

Any ideas?

Tom

tnieman

that works great - now is there an automated way to get customers into that group?

tnieman

This will remove the Company Tickets tab for everyone but those in the Group, right? We don't want our employees seeing the Company Tickets

tnieman

Can you enable/disable based on a theme?

Tom

tnieman

I need to remove "Company Tickets" button from customer.pl for internal employees. I have set up 2 different themes for Employees vs. Clients. I found the CustomerNavigationBar.dtl and copied it into the theme folders to change the Logout button. I see that there is code in there for the 4...

tnieman

I can't seem to find where I can turn on Skin selection for the customer preferences.

tnieman

I think it's possible because on the OTRS Support site they have a drop down called Tickets.

Tom

tnieman

If you click Change Queue (with New Window for the Move Type), the window pops up, if you cancel, you are made the owner of the ticket.

We don't like this functionality, is there a way to change it? I looked at Ticket -> Frontend::Agent::Ticket::ViewMove and there isn't a setting for that.

Tom

tnieman

thanks!

tnieman

I would like the Lock function to also change the State from New to Open, it that possible?

Tom

tnieman

One of the companies in our database has been acquired by another company. We need to update all of the customers we have in the database from the old company to the new company. If their email address is changing too, we would have to update that as well. Old tickets from users from that company ar...

tnieman

Is it possible to change the domain being used for cookies?

We are using a single sign on through a portal. If the window with OTRS is closed without logging out, the session persists. We would like to be able to delete the cookie from our portal.

tnieman

I'm sorry yes, it is that some people are interested in the queue, but they don't need to get the escalation emails because they don't work on the tickets in the queue.

tnieman

See the attached screen shot. All email settings are off, but the user is still getting escalations. It seems like it is only based on My Queues selections.

Tom

tnieman

I am trying to figure out how to determine who gets escalation emails, I don't see a preference setting for escalations. I see the Automatic Notification settings that show the format of the email. I haven't found any where that shows who gets what escalation emails.

Tom

tnieman

Thanks!

tnieman

We would like to make the default size of the text area on all pages to be smaller.

Is that possible? If so, how?

Tom

tnieman

One of the OTRS Feature Add-ons is OTRSImportantArticle. We just installed it and really like it. It puts a red exclamation on the article summary in the ticket zoom view (same spot as the unread indicator). I would like to add the exclamation to the article detail below the summary as well, especia...

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