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by steeman
14 Oct 2015, 09:02
Forum: Help
Topic: UserSendNewTicketNotification
Replies: 5
Views: 254

[Solved] UserSendNewTicketNotification

via SysConfig <Group>Ticket</Group> <SubGroup>Frontend::Agent::Preferences</SubGroup> NewTicketNotify I did there a reset and an update Rebuild Config Resaved the preference of every agent --> solved The problem must been started months ago with the upgrade from version 3 to version 4. It was activa...
by steeman
13 Oct 2015, 17:33
Forum: Help
Topic: UserSendNewTicketNotification
Replies: 5
Views: 254

Re: UserSendNewTicketNotification

How or where (what page?) is the UserSendNewTicketNotification offered? From the code, the only values allowed are MyQueues, My Services, My Queues and My Services, and My Queues or My Services. <select id="UserSendNewTicketNotification" name="UserSendNewTicketNotification"> <op...
by steeman
13 Oct 2015, 17:27
Forum: Help
Topic: UserSendNewTicketNotification
Replies: 5
Views: 254

Re: UserSendNewTicketNotification

The Yes/No selection was in OTRS < 4. As of OTRS 4 you can get notifications based on queues and/or services. So your preferences dialog seems to be "old". Do you have any addons installed? Have a look at the sysconfig settings for this preference option, too. my addons Naam Versie Levera...
by steeman
13 Oct 2015, 16:45
Forum: Help
Topic: UserSendNewTicketNotification
Replies: 5
Views: 254

UserSendNewTicketNotification

I use version 4.0.12 (updated from 4.0.8) When I look at the user prefs for the UserSendNewTicketNotification I can choose between <blank> Yes and No. Blank whas selected which is an odd choise!. When I change this to yes, I don't get any new ticket notifications anymore. the html code from the brow...
by steeman
26 May 2015, 16:21
Forum: General
Topic: mail-reply on a notification mail
Replies: 2
Views: 244

Re: mail-reply on a notification mail

crythias wrote:
steeman wrote:When an agent gets a email notification for a new ticket and he answers via email.

Agents are supposed to only reply through the web interface.


OK, no problem

Thanks
by steeman
26 May 2015, 13:27
Forum: General
Topic: mail-reply on a notification mail
Replies: 2
Views: 244

mail-reply on a notification mail

When an agent gets a email notification for a new ticket and he answers via email. This answer is registered in OTRS in the ticket history as a ' Customer -- email-external'. Is it possible to mark this as a ' Agent -- email-external'? I think OTRS can know this on the structure of the e-mail or via...
by steeman
26 May 2015, 13:18
Forum: Algemeen
Topic: vertaling 'Customer User'
Replies: 0
Views: 1296

vertaling 'Customer User'

Na de upgrade van versie 3.3.8 naar versie 4.0.8 zie ik dat er een klein storend vertaalfoutje in de laatste versie zit. Als je gaat naar 'klanten'-->'klantinformatie overzicht', dan krijg je een venster met 2 invulvelden. Daar staat 2 maal 'klant'. In de vorige versie was dit niet zo (maar ik weet ...
by steeman
20 Apr 2015, 08:48
Forum: Help
Topic: escalation reminders
Replies: 1
Views: 119

escalation reminders

I have set the
'Escalation - first response time (minutes)'
on 1 week

If a ticket has an escalation I got 1 reminder every day. Is it possible to have just 1 mail, the first time a ticket is escalated and not every day?

Philip
by steeman
28 Feb 2015, 14:40
Forum: Help
Topic: Change Authentication Method
Replies: 4
Views: 359

[SOLVED] Re: Change Authentication Method

With unselecting the LoginURL in Sysconfig, I can remove the loginURL-line in Config.pm

Thanks for the quick en correct answer.

Philip
by steeman
27 Feb 2015, 18:24
Forum: Help
Topic: Change Authentication Method
Replies: 4
Views: 359

Re: Change Authentication Method

I added in Config.pm:
$Self->{LoginURL} = ''; (empty string)

and everything works now.

Originally I removed that line out of Config.pm, but this doesn't help, because there is some sort of copy in ZZZAuto.pm.

How can I remove it there? I don't need this anymore.

Thanks!

Philip
by steeman
27 Feb 2015, 17:07
Forum: Help
Topic: Change Authentication Method
Replies: 4
Views: 359

Change Authentication Method

I got a OTRS, version 3.3.8, working with Shibboleth Authentication for the agents with no problems at all. $Self->{'AuthModule'} = 'Kernel::System::Auth::Shibboleth'; This is some sort of HTTPBasicAuth Now I want to change this to LDAP (or DB as a test). My AuthModule is now: $Self->{'AuthModule'} ...
by steeman
08 Jan 2015, 18:06
Forum: Help
Topic: login iphonehandle
Replies: 1
Views: 284

login iphonehandle

In OTRS the agent-authentication is done with Shibboleth, but this isn't possible when I want to use the iPhonehandle.
Is there a possibility to let iphonehandle authenticate against something different than OTRS does?

OTRS Version : 3.3.8

Philip
by steeman
21 Feb 2014, 15:20
Forum: Help
Topic: agent notifications
Replies: 2
Views: 162

Re: agent notifications

Thanks,
found it!
I was looking in sysonfig

Philip
by steeman
21 Feb 2014, 11:43
Forum: Help
Topic: agent notifications
Replies: 2
Views: 162

agent notifications

If a ticket is created, a notification is sent to the agents (if they are subscribed to the correct queue).
Is there a possibility to configure this e-mail (add info from dynamic fields)?

Thanks

Philip
by steeman
17 Jan 2014, 12:15
Forum: General
Topic: temporary disable FAQ voor customers
Replies: 4
Views: 574

[SOLVED] Re: temporary disable FAQ voor customers

Those 2 solutions didn't seem to work, but I found a simple solution:

In FAQ -> Frontend::Customer::ModuleRegistration, disable CustomerFrontend::Module###CustomerFAQExplorer

Thaks for the advise.

Philip
by steeman
16 Jan 2014, 16:16
Forum: General
Topic: temporary disable FAQ voor customers
Replies: 4
Views: 574

Re: temporary disable FAQ voor customers

crythias wrote:You may, among other ways, including renaming the faq link, change the group membership of FAQ so to not be "users".


I'm sorry, but I don't find this. Can you explain a little bit more?
- Which file do I have to rename?
or
- How do I change the group membership of FAQ?

Philip
by steeman
16 Jan 2014, 11:58
Forum: General
Topic: temporary disable FAQ voor customers
Replies: 4
Views: 574

temporary disable FAQ voor customers

Hello,
We want to use the FAQ module in the near future, but now there are not so much FAQ-entries.
Is it possible that the agents can do everything they want, but that the customers don't see the FAQ-link?

Philip
by steeman
10 Jan 2014, 14:20
Forum: Help
Topic: Dynamic Fields in Events
Replies: 5
Views: 363

Re: Dynamic Fields in Events

That's it

Thanks

Philip
by steeman
09 Jan 2014, 18:32
Forum: Help
Topic: Dynamic Fields in Events
Replies: 5
Views: 363

Re: Dynamic Fields in Events

How can I count the number of articles in a ticket? I search the API, but I can't find it.

Philip
by steeman
09 Jan 2014, 16:55
Forum: Help
Topic: Dynamic Fields in Events
Replies: 5
Views: 363

Dynamic Fields in Events

I want to do something everytime a Ticket is created. I see that the following events are triggered (in front: the times it is triggered). 1 ArticleAutoResponse (dynamicfield info present) 2 ArticleCreate (dynamicfield info present) 2 ArticleFlagSet (dynamicfield info present) 1 ArticleSend (dynamic...
by steeman
07 Jan 2014, 22:39
Forum: Help
Topic: update DynamicField info via API
Replies: 2
Views: 206

Re: update DynamicField info via API

Thanks,
I found it in module DynamicFieldValue via perldoc.

Also after I knew what I was looking for; via google in
http://otrs.perl-services.de/docs/otrs/ ... _main.html

Philip
by steeman
07 Jan 2014, 15:55
Forum: Help
Topic: update DynamicField info via API
Replies: 2
Views: 206

update DynamicField info via API

Via the API I can get the info of all the DynamicFields (with TicketGet), but is it possible to change this DynamicFields?
I can't find anything in the API.
I want to use this in a GenericAgent module which is run via cron.

Philip
by steeman
29 Dec 2013, 20:34
Forum: Help
Topic: TicketCreate/ArticleCreate Event
Replies: 3
Views: 399

Re: TicketCreate/ArticleCreate Event

I already did this (put an if in the code), but I mentioned it because it is possibly a (small) bug.

Philip
by steeman
29 Dec 2013, 14:59
Forum: Help
Topic: TicketCreate/ArticleCreate Event
Replies: 3
Views: 399

TicketCreate/ArticleCreate Event

Hello, a small problem/question. When I make a xml-file for an event to select only TicketCreate-events: <?xml version="1.0" encoding="utf-8" ?> <otrs_config version="1.0" init="Changes"> <ConfigItem Name="Ticket::EventModulePost###Test" Required=&qu...
by steeman
24 Dec 2013, 11:37
Forum: Help
Topic: Custom Ticket Event Handlers
Replies: 7
Views: 1047

Re: Custom Ticket Event Handlers

Everything seems to work now with the following xml-file (all the rest was OK): <?xml version="1.0" encoding="utf-8" ?> <otrs_config version="1.0" init="Changes"> <ConfigItem Name="Ticket::EventModulePost###Test" Required="0" Valid="1&...
by steeman
23 Dec 2013, 17:34
Forum: Help
Topic: Custom Ticket Event Handlers
Replies: 7
Views: 1047

Re: Custom Ticket Event Handlers

...

Things to check:
Item is enabled/checked in SysConfig

What do you mean by this?

Philip
by steeman
23 Dec 2013, 12:20
Forum: Help
Topic: Custom Ticket Event Handlers
Replies: 7
Views: 1047

Re: Custom Ticket Event Handlers

I've made a file Philip.xml in directory /opt/otrs/Kernel/Config/Files with the following content: http://users.khbo.be/steeman/otrs/Philip.xml There I call a perl-module Philip.pm in directory /opt/otrs/Kernel/Ticket/Event with the following content http://users.khbo.be/steeman/otrs/Philip.pm I use...
by steeman
22 Dec 2013, 21:58
Forum: Help
Topic: Custom Ticket Event Handlers
Replies: 7
Views: 1047

Custom Ticket Event Handlers

I followed the following instructions: http://forums.otterhub.org/viewtopic.php?f=60&t=10090 I've got this working in otrs version 3.2 when I do the following: - make a xml-file in /opt/otrs/Kernel/Config/Files/ - make a pm-file in /opt/otrs/Kernel/System/Ticket/Event But the same config doesn't...
by steeman
22 Dec 2013, 21:50
Forum: Help
Topic: Generic Agent - Custom Module
Replies: 2
Views: 434

Re: Generic Agent - Custom Module

I've got the following working:
- GenericAgent with a own module in otrs version 3.2 and 3.3
- a Ticket Event handler (with xml & Module) in otrs version 3.2

But the eventhandler doesn't work in version 3.3 (I'll post the problem in a new thread for clarity).

Philip
by steeman
15 Dec 2013, 21:54
Forum: Help
Topic: Generic Agent - Custom Module
Replies: 2
Views: 434

Generic Agent - Custom Module

Is there somewhere an example of the use of "Execute Custom Module" in the job settings inside Generic Agent?

Philip
by steeman
13 Dec 2013, 12:34
Forum: Help
Topic: queue based on dynamic fields
Replies: 3
Views: 261

Re: queue based on dynamic fields

We work a little bit different (for years now). A queue is a collection of problems of the same type in a specific Campus (we are a institute for higher education). The agents subscribe on several queues dependent of their skills and mission. A simplified example: queues: CampusA::Software, CampusA:...
by steeman
12 Dec 2013, 23:20
Forum: Help
Topic: queue based on dynamic fields
Replies: 3
Views: 261

queue based on dynamic fields

Hello, Suppose I have the following situation: I have 3 dynamic fields (dropdown), each with 3 choices; so 27 combinations I have 27 corresponding queues. What is the easiest way (fastest way) to put those tickets in the corresponding queue. Is it necessary to make 27 genericAgent jobs or is there a...
by steeman
12 Nov 2013, 17:56
Forum: Help
Topic: GenericAgent - dynamic fields
Replies: 2
Views: 301

Re: GenericAgent - dynamic fields

Thank you very much. I did indeed made an article dynamic field.

Philip
by steeman
12 Nov 2013, 17:45
Forum: Help
Topic: GenericAgent - dynamic fields
Replies: 2
Views: 301

GenericAgent - dynamic fields

I want to put a customer ticket in a corresponding queue, based on a dynamic field.
I want to use the GenericAgent to do this, but I only see 2 processmanagement dynamic fields.
How can I add other dynamic fields to the GenericAgent page?
Or is there another possibility?

Thanks

Philip
by steeman
22 May 2013, 20:47
Forum: Help
Topic: rename customer id's
Replies: 3
Views: 197

Re: rename customer id's

Thanks, but in table customer_user is no info because I don't use DB (I use LDAP)

Philip
by steeman
22 May 2013, 12:45
Forum: Help
Topic: rename customer id's
Replies: 3
Views: 197

rename customer id's

Hello,
all our customers have now a new account to login (in Active Directory and LDAP). The problem is that they can't see their old tickets anymore.
Can some-one tell me which fields in which tables I have to rename (I know SQL-statements)?

Thanks,

Philip

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