Search found 164 matches
- 25 May 2016, 16:10
- Forum: Help
- Topic: How to fetch from Exchange Shared Mailbox ?
- Replies: 18
- Views: 11128
Re: How to fetch from Exchange Shared Mailbox ?
@quickndirty. Thank you so much for posting the solution. That was really helpful!
- 19 Nov 2014, 00:33
- Forum: Help
- Topic: (SOLVED) How to embed a Youtube video into an FAQ article?
- Replies: 13
- Views: 4868
Re: (SOLVED) How to embed a Youtube video into an FAQ articl
Hi nanotowers,
I tried your source on a test instance that hasn't been changed but it doesn't work for me. Infact, upon saving it the source gets completely removed. Any ideas why?
I tried your source on a test instance that hasn't been changed but it doesn't work for me. Infact, upon saving it the source gets completely removed. Any ideas why?
- 19 Nov 2014, 00:31
- Forum: Help
- Topic: (SOLVED) How to embed a Youtube video into an FAQ article?
- Replies: 13
- Views: 4868
Re: (SOLVED) How to embed a Youtube video into an FAQ articl
But the only possible "source" in this case can be Youtube, right?crythias wrote:It's a security issue because it allows popups from *any* source.
- 18 Nov 2014, 16:08
- Forum: Help
- Topic: (SOLVED) How to embed a Youtube video into an FAQ article?
- Replies: 13
- Views: 4868
Re: (SOLVED) How to embed a Youtube video into an FAQ articl
only myself edits the FAQ. Does that still pose a security problem?
- 18 Nov 2014, 15:56
- Forum: Help
- Topic: (SOLVED) How to embed a Youtube video into an FAQ article?
- Replies: 13
- Views: 4868
Re: How to embed a Youtube video into an FAQ article?
I changed line 204 in file Kernel/Output/HTML/Standard/AgentFAQZoom.dtl and removed: sandbox="allow-same-origin allow-popups" from iframe tag.
- 14 Nov 2014, 12:11
- Forum: Help
- Topic: (SOLVED) How to embed a Youtube video into an FAQ article?
- Replies: 13
- Views: 4868
Re: How to embed a Youtube video into an FAQ article?
Anyone got any advise for me on this one?
- 13 Nov 2014, 17:45
- Forum: Help
- Topic: (SOLVED) How to embed a Youtube video into an FAQ article?
- Replies: 13
- Views: 4868
(SOLVED) How to embed a Youtube video into an FAQ article?
Hi all, How can I embed a Youtube video into an FAQ article? When I enter such a source tag it doesn't work. Only a black frame is displayed. <iframe width="420" height="315" src="//www.youtube-nocookie.com/embed/n5oWpJ8q6oc" frameborder="0" allowfullscreen></...
- 16 Dec 2013, 16:42
- Forum: Help
- Topic: (SOLVED) Add 'date created' to AgentTicketStatusView (small)
- Replies: 7
- Views: 3868
Re: Add 'date created' to AgentTicketStatusView (small)
That's perfect. Thanks!
- 13 Dec 2013, 13:11
- Forum: Help
- Topic: (SOLVED) Add 'date created' to AgentTicketStatusView (small)
- Replies: 7
- Views: 3868
(SOLVED) Add 'date created' to AgentTicketStatusView (small)
Hi all,
Is it possible to add 'date created' to AgentTicketStatusView (small) in the age column underneath the age? Or even as a new column?
Thanks for the advice.
Is it possible to add 'date created' to AgentTicketStatusView (small) in the age column underneath the age? Or even as a new column?
Thanks for the advice.
- 05 Dec 2013, 20:29
- Forum: Help
- Topic: (SOLVED) OTRS attachments are renamed?
- Replies: 2
- Views: 1318
Re: (SOLVED) OTRS attachments are renamed?
That seems to have worked. Thanks for the tip!
- 21 Nov 2013, 20:15
- Forum: Help
- Topic: (SOLVED) OTRS attachments are renamed?
- Replies: 2
- Views: 1318
(SOLVED) OTRS attachments are renamed?
Hi all, OTRS renames attachments. In the screenshot on the right you see the actual file name. On the left the attachment after saving the ticket. This is a problem because we often send customers files which must not be renamed. How can we prevent this? Or is there any worksaround? sshot-24.png Man...
- 03 Oct 2013, 21:16
- Forum: Help
- Topic: External notes - hide the from (agent) name?
- Replies: 11
- Views: 4603
Re: External notes - hide the from (agent) name?
This is a tricky one. It's not just us that send customers files through the ticket system it's also customer sending us large files too. We set our upload limit to 500MB, store them in the filesystem instead of the database and periodically run a cronjob to delete uploads/attachments. So again it w...
- 02 Oct 2013, 17:16
- Forum: Help
- Topic: External notes - hide the from (agent) name?
- Replies: 11
- Views: 4603
Re: External notes - hide the from (agent) name?
I created a bug for this. So I suggest not to use external notes. Thanks jojo but external notes are currently the only way to give customers large files per OTRS unless we send them FTP links. I wanted however to use just one system. We will use a generic account for external notes until there is ...
- 02 Oct 2013, 17:06
- Forum: Help
- Topic: External notes - hide the from (agent) name?
- Replies: 11
- Views: 4603
Re: External notes - hide the from (agent) name?
The email address of the author of the note is displayed in the customer interface if you hover over the From namecrythias wrote:Why would the personal email address of the agent be displayed?bayerex wrote:I can't see that working somehow because if you hover over it the email address is still displayed
- 02 Oct 2013, 16:30
- Forum: Help
- Topic: External notes - hide the from (agent) name?
- Replies: 11
- Views: 4603
Re: External notes - hide the from (agent) name?
I can't see that working somehow because if you hover over it the email address is still displayed. What's more, the agents wouldn't know very easily who has updated the ticket!crythias wrote:Remove the names from the agent list?
- 02 Oct 2013, 15:22
- Forum: Help
- Topic: External notes - hide the from (agent) name?
- Replies: 11
- Views: 4603
Re: External notes - hide the from (agent) name?
create an anonymous agent user for this purpose? Yeah, as I said I'm already ok with using this as a workaround. I was just hoping to allow the agents to stay within their own account and not need to switch. So the option do hide the from name would be ideal as we've really no need to ever display ...
- 01 Oct 2013, 21:16
- Forum: Help
- Topic: External notes - hide the from (agent) name?
- Replies: 11
- Views: 4603
External notes - hide the from (agent) name?
Hi all, Our agents want to give customers the possibility to download a large attachment. The best way for that seems to be writing an external note and then answering the customer advising them that they can now download the file from the ticket. We are required to contact the customer via a generi...
- 24 Sep 2013, 11:18
- Forum: Help
- Topic: (SOLVED) Company tickets are not working
- Replies: 7
- Views: 2884
Re: Company tickets are not working
in the end our developer was able to spot an error he had made to the file.
<<< change:
System/CustomerUser/DB.pm:455
should be:
sub CustomerIDs {
my ( $Self, %Param ) = @_;
return $Self->CustomerIDList(%Param);
}
<<< change:
System/CustomerUser/DB.pm:455
should be:
sub CustomerIDs {
my ( $Self, %Param ) = @_;
return $Self->CustomerIDList(%Param);
}
- 19 Sep 2013, 14:55
- Forum: Help
- Topic: (SOLVED) Increase display limit of a custom field
- Replies: 2
- Views: 1332
Re: Increase display limit of a custom field under Ticket In
Many thanks for the tip. That worked!!
- 18 Sep 2013, 19:57
- Forum: Help
- Topic: (SOLVED) Increase display limit of a custom field
- Replies: 2
- Views: 1332
(SOLVED) Increase display limit of a custom field
Hi all, In the Ticket Information, the display of a custom field 'Operating System' is being restricted. If were any standard field I would edit the character limit in AgentTicketZoom.dtl but I don't understand how to do this with custom fields. sshot-19.png Can anyone help me please? Many thanks in...
- 08 Sep 2013, 15:12
- Forum: Help
- Topic: (SOLVED) Company tickets are not working
- Replies: 7
- Views: 2884
Re: Company tickets are not working
Spelling etc is all correct. I need this resolved pretty soon. Please contact me with your hourly rate if you would like to resolve this on a Freelancer basis.crythias wrote:check case and spelling. Customer Company support would enable dropdown choice of customerID.
- 07 Sep 2013, 18:41
- Forum: Help
- Topic: (SOLVED) Company tickets are not working
- Replies: 7
- Views: 2884
Re: Company tickets are not working
changing CustomerID is not retroactive to existing tickets. Use Generic Agent to update. That's true, I understand that. But these are two new tickets created for the purposes of troubleshooting this problem. Since 'customer1' and 'customer2' have always had the same CustomerID since creation of th...
- 07 Sep 2013, 08:25
- Forum: Help
- Topic: (SOLVED) Company tickets are not working
- Replies: 7
- Views: 2884
Re: Company tickets are not working
do you use customer group support? And the tickets are in queues with different groups? Yes, CustomerGroupSupport is already enabled. "Standard Queues" is one of the CustomerGroupAlwaysGroups. This is confirmed to me when I open 'customer1' in AdminCustomerUserGroup as this group is liste...
- 04 Sep 2013, 18:54
- Forum: Help
- Topic: (SOLVED) Company tickets are not working
- Replies: 7
- Views: 2884
(SOLVED) Company tickets are not working
Hi all, Since moving to 3.2.7 I haven't been able to get company tickets working. My two test accounts have the same customer_ID but cannot access each other's tickets. I have created a customer company - although I don't think this has anything to do with it. I'm pretty sure this is for adding drop...
- 28 Jul 2013, 18:00
- Forum: Help
- Topic: Remove attachments when ticket is archived?
- Replies: 1
- Views: 1339
Remove attachments when ticket is archived?
Hi all,
Can I remove ticket attachments when a ticket is archived? I see no possibility in the SysConfig or the generic agent job apart from "CMD". Is there a command that could realise this? Or is there another way?
Many thanks in advance.
Can I remove ticket attachments when a ticket is archived? I see no possibility in the SysConfig or the generic agent job apart from "CMD". Is there a command that could realise this? Or is there another way?
Many thanks in advance.
- 18 Jul 2013, 16:55
- Forum: Help
- Topic: (ClOSED) Problem-emails failed
- Replies: 3
- Views: 2884
Re: Problem-emails failed
But I don't want to give up on this feature as it's very useful. I think a workaround would be just to run a crontab to delete the contents of /opt/otrs/var/spool
- 17 Jul 2013, 20:05
- Forum: Help
- Topic: (ClOSED) Problem-emails failed
- Replies: 3
- Views: 2884
(ClOSED) Problem-emails failed
Hi all, I have a very confusing problem I wish to share with you and hope someone has a suggestion/solution! I once implemented something from a previous forum in order to block and email back unregistered customers using the following code: /System/PostMaster/NewTicket.pm Line 40 ##### First part o...
- 16 Jul 2013, 19:15
- Forum: Help
- Topic: (CLOSED) Line breaks fail using: <OTRS_CUSTOMER_EMAIL[5]>
- Replies: 2
- Views: 1454
Re: Line breaks don't work using <OTRS_CUSTOMER_EMAIL[5]>
As a hot fix I've added this TemplateGenerator.pm which has cured the problem
Line: 836
Line: 836
Code: Select all
$Article{Body} = $Self->{HTMLUtilsObject}->ToHTML(
String => $Article{Body},
);
- 16 Jul 2013, 18:09
- Forum: Help
- Topic: Support German umlauts on Linux?
- Replies: 3
- Views: 1590
Re: Support German umlauts on Linux?
I've started again with my database now and every table is in UTF-8 format but the problem remains. I also run SugarCRM on the same server and that has no problems displaying German umlauts.
Any other ideas how I could fix this?
Any other ideas how I could fix this?
- 16 Jul 2013, 12:59
- Forum: Help
- Topic: stats from Archive
- Replies: 2
- Views: 1408
Re: stats from Archive
Hi, did you ever find a solution to this?
- 15 Jul 2013, 20:20
- Forum: Help
- Topic: (SOLVED) Auth for user xxxx failed!
- Replies: 2
- Views: 1529
Re: (SOLVED) Auth for user xxxx failed!
After some very ambiguous support from Microsoft this problem has fixed itself.
"An IMAP problem has been fixed". Any more information than that I've not been able to get out of them.
"An IMAP problem has been fixed". Any more information than that I've not been able to get out of them.
- 15 Jul 2013, 17:30
- Forum: Help
- Topic: (SOLVED) How to fix CustomerInformationCenter?
- Replies: 5
- Views: 2339
Re: (SOLVED) How to fix CustomerInformationCenter?
After installing a clean 3.2.7 instance elsewhere and comparing Sysconfig ->Framework -> Core::Web I found Core.Agent.CustomerInformationCenterSearch.js was missing from Loader::Agent::CommonJS###000-Framework Restored this entry. Now CustomerInformationCenter is working fine. Yet another consequenc...
- 10 Jul 2013, 12:36
- Forum: Help
- Topic: Problem with otrs log file
- Replies: 2
- Views: 11706
Problem with otrs log file
Hi all, Since yesterday otrs.log is no longer writable and has been wiped of all its contents. Surely if the log file exists in a tmp directory then Linux will periodically wipe this file? -rw-r----- 1 syslog adm 0 Jul 9 19:42 /tmp/otrs.log Shouldn't it exist in /opt/otrs/var/tmp/otrs.log? Is this t...
- 05 Jul 2013, 01:15
- Forum: Help
- Topic: (SOLVED) Auth for user xxxx failed!
- Replies: 2
- Views: 1529
(SOLVED) Auth for user xxxx failed!
Hi all, On our production server the OTRS log is filled with 'Auth for user... failed" errors even though it is fetching mails without a problem. [Fri Jul 5 00:16:08 2013][Notice][Kernel::System::MailAccount::IMAPS::_Fetch] IMAPS: Fetched 20 email(s) from support@xxxxx.de/outlook.office365.com....
- 02 Jul 2013, 10:53
- Forum: Help
- Topic: Width of Richtext field cannot be adjusted by user
- Replies: 0
- Views: 533
Width of Richtext field cannot be adjusted by user
Hi all,
I recently upgraded to 3.2.7 and since then noone can adjust the width of the richtext field. The depth is however still adjustable.
Can I enable this anywhere? I don't see any possibility so far.
Thanks in advance.
I recently upgraded to 3.2.7 and since then noone can adjust the width of the richtext field. The depth is however still adjustable.
Can I enable this anywhere? I don't see any possibility so far.
Thanks in advance.
- 29 Jun 2013, 18:38
- Forum: Help
- Topic: (CLOSED) Line breaks fail using: <OTRS_CUSTOMER_EMAIL[5]>
- Replies: 2
- Views: 1454
Re: Line breaks don't work using <OTRS_CUSTOMER_EMAIL[5]>
Can anyone please advise me on this problem? Many thanks
- 27 Jun 2013, 14:19
- Forum: Help
- Topic: (CLOSED) Line breaks fail using: <OTRS_CUSTOMER_EMAIL[5]>
- Replies: 2
- Views: 1454
(CLOSED) Line breaks fail using: <OTRS_CUSTOMER_EMAIL[5]>
Hi all, Since migrating from OTRS 3.1.6 (Windows) to 3.2.7 (Ubuntu) the lines of the customer's email within the agents' notifications (<OTRS_CUSTOMER_EMAIL[5]>) contain no line breaks. This is causing some notifications to be very hard to read! However using the same tag the text is displayed corre...
- 25 Jun 2013, 19:30
- Forum: Help
- Topic: Adjust the 'Locked' column width OverviewSmall
- Replies: 1
- Views: 1187
Re: Adjust the 'Locked' column width OverviewSmall
The answer may be to simply specify a <td width> above the column paragraph in AgenTicketOverViewSmall.dtl but I can't get it to look quite right. <td width="4%"> <div title="$Text{"$Data{"Lock"}"}">$Text{"$Data{"Lock"}","6"}</div...
- 25 Jun 2013, 18:52
- Forum: Help
- Topic: Adjust the 'Locked' column width OverviewSmall
- Replies: 1
- Views: 1187
Adjust the 'Locked' column width OverviewSmall
Hi all,
Using the "td width" parameters in AgentTicketOverviewSmall.dtl I've been able to limit the gaps in some of the columns but I still can't reduce "Locked".
How can I reduce the wasted space as indicated in red?
Many thanks in advance.
Using the "td width" parameters in AgentTicketOverviewSmall.dtl I've been able to limit the gaps in some of the columns but I still can't reduce "Locked".
How can I reduce the wasted space as indicated in red?
Many thanks in advance.
- 25 Jun 2013, 18:42
- Forum: Help
- Topic: Adjust dynamic field columns OverviewSmall
- Replies: 1
- Views: 947
Adjust dynamic field columns OverviewSmall
Hi all,
I've added some dynamic fields into Ticket::Frontend::OverviewSmall###DynamicField
There are however unnecessary gaps in the columns. How can I reduce these? (as highlighted in red). Call me a fussy old sod but every pixel of space is precious to us!
Thanks in advance.
I've added some dynamic fields into Ticket::Frontend::OverviewSmall###DynamicField
There are however unnecessary gaps in the columns. How can I reduce these? (as highlighted in red). Call me a fussy old sod but every pixel of space is precious to us!
Thanks in advance.
- 25 Jun 2013, 16:47
- Forum: Help
- Topic: Email all customers in a company?[SOLVED]
- Replies: 2
- Views: 1332
Re: Email all customers in a company?
This would be a very useful feature. As far as I can see there is no support for this. The only thing I've done for this is to send to a distribution list but this far from clever.
- 21 Jun 2013, 11:21
- Forum: Help
- Topic: (SOLVED) Mails are not being auto-fetched! Cron broken?
- Replies: 4
- Views: 1377
Re: Help! Mails are not being auto-fetched! Cron broken?
Solved! I exportedand replaced the process_id table from a clean 3.2.7 install into my instance. Working fine now. Thanks for much for the help.
- 21 Jun 2013, 07:20
- Forum: Help
- Topic: Support German umlauts on Linux?
- Replies: 3
- Views: 1590
Re: Support German umlauts on Linux?
Hi, did you migrate from an pevious version of OTRS? You should have DB in utf-8. Perhaps you have exported/imported in non-utf8 format. Then: dump database, sed your wrong-format into utf8 restore, and you should be fine. But: Just from screenshot, you can not see, where the error is. What sais Su...
- 21 Jun 2013, 07:08
- Forum: Help
- Topic: (SOLVED) Mails are not being auto-fetched! Cron broken?
- Replies: 4
- Views: 1377
Re: Help! Mails are not being auto-fetched! Cron broken?
Ah apparently on Windows3.1.6 server the process_id table is corrupt (oh dear!). Would it be just as good to import this table from elsewhere?
- 21 Jun 2013, 06:32
- Forum: Help
- Topic: (SOLVED) Mails are not being auto-fetched! Cron broken?
- Replies: 4
- Views: 1377
Re: Help! Mails are not being auto-fetched! Cron broken?
What it says is the truth. So either the process_id table is crashed or it never was... OR, your database is not called "otrs" for some reason...? It's definitely called "otrs". But you're quite right there is no process_id table. This is an upgraded database from Windows3.1.6 t...
- 20 Jun 2013, 21:17
- Forum: Help
- Topic: (SOLVED) Mails are not being auto-fetched! Cron broken?
- Replies: 4
- Views: 1377
(SOLVED) Mails are not being auto-fetched! Cron broken?
Hi all, Pleeease can someone help me here? New incoming emails are not being downloaded automatically, there seems to be something wrong with cron. I can fetch them manually no problem. I would much appreciate some advise, Bayerex I have this in otrs.log every 1min: [Thu Jun 20 21:10:02 2013][Error]...
- 20 Jun 2013, 19:40
- Forum: Help
- Topic: Support German umlauts on Linux?
- Replies: 3
- Views: 1590
Support German umlauts on Linux?
Hi all, Since migrating to Ubuntu 12.04 certain pages are displaying the German umlauts incorrectly e.g. sshot-1.png sshot-2.png I've checked that the files under /otrs are in UTF-8 format This is my server's locale: $ locale LANG=en_GB.UTF-8 LANGUAGE=en_GB:en LC_CTYPE="en_GB.UTF-8" LC_NUM...
- 14 Jun 2013, 19:00
- Forum: Help
- Topic: (SOLVED) Hide priority from customer print outs?
- Replies: 2
- Views: 1339
Re: Hide priority from customer print outs?
Ha! As easy as that heh? Thanks a lot.reneeb wrote:Just set "Priority" to "0" in SysConfig option Ticket::Frontend::CustomerTicketZoom###AttributesView
- 13 Jun 2013, 20:58
- Forum: Help
- Topic: (SOLVED) Hide priority from customer print outs?
- Replies: 2
- Views: 1339
(SOLVED) Hide priority from customer print outs?
Hi all, Apologies if this has been asked elsewhere but there doesn't seem to be a solution for it anywhere yet. I need to remove the priority from customer's ticket print outs. I've been able to remove it from the general customer interface but unfortunately it still shows when a customer prints a t...
- 12 Jun 2013, 16:06
- Forum: Help
- Topic: (SOLVED) ACLs not working since 3.2
- Replies: 13
- Views: 3426
Re: ACLs not working since 3.2
I must also apologise. I misread the Upgrading doc and made an unnecessary key definition above my ACLs. I understand better now!