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by vincent13
22 Feb 2016, 12:18
Forum: Help
Topic: activity process ticket
Replies: 0
Views: 230

activity process ticket

Hello the forum, Considering a process ticket in a workflow My need is to give the right : - somes users to be able to access the activity dialog so that the ticket could go ahead in the workflow (for example validate a step in the workflow) - somes users to be able only to read the process ticket b...
by vincent13
02 Dec 2015, 10:49
Forum: OTRS Developers
Topic: Transition module
Replies: 1
Views: 333

Transition module

Hello all, I'am trying to understand how the process transition module works to develop a transition module. But As I understand, # create new ValidateModuleObject my $ValidateModuleObject = $ActualCondition->{Fields}{$Field}{Match}->new( ConfigObject => $Self->{ConfigObject}, LogObject => $Self->{L...
by vincent13
01 Dec 2015, 10:33
Forum: Help
Topic: Notification on event TicketDynamicFiledupdate
Replies: 2
Views: 234

Re: Notification on event TicketDynamicFiledupdate

Hello Jarod,

yep in the history the dynamicfieeld event change is traced.
by vincent13
30 Nov 2015, 17:48
Forum: Help
Topic: Field we could use for transition
Replies: 5
Views: 391

Re: Field we could use for transition

or develop my own transition module ?
by vincent13
30 Nov 2015, 16:50
Forum: Help
Topic: TransitionValidationModule
Replies: 2
Views: 262

Re: TransitionValidationModule

Thanks RStraub !

the module is correctly called.
by vincent13
30 Nov 2015, 15:37
Forum: Help
Topic: TransitionValidationModule
Replies: 2
Views: 262

TransitionValidationModule

Hello all, I just need info on using a transition Validation Module. I don' t understand how to build a condition using the validateDemo (for example) to build a transition condition, we have to setup : Name / Type / Value ok for setting type to "Transition Validation Module" but name and ...
by vincent13
30 Nov 2015, 10:09
Forum: Help
Topic: Field we could use for transition
Replies: 5
Views: 391

Re: Filed we could use for transition

Hello crytias, thanks for your answer. My customer account match an Active directory, here is the setup : # customer unique id CustomerKey => 'sAMAccountName', # # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],...
by vincent13
27 Nov 2015, 18:16
Forum: Help
Topic: Field we could use for transition
Replies: 5
Views: 391

Field we could use for transition

Hello all, I need deeper info on all the field we could us on trnasition condition in a process. is there anywhere a list of field we could use. Because when I try to use some customerField it doesn't work. here : https://otrs.github.io/doc/manual/admin/3.3/en/html/process-management.html so there s...
by vincent13
20 Nov 2015, 16:24
Forum: Général
Topic: PERL OTRS API - Création de Ticket / Article - ajout de piece jointe
Replies: 1
Views: 406

Re: PERL OTRS API - Création de Ticket / Article - ajout de piece jointe

Je pense que la piece jointe ne peux qu'être lié qu'a un article.

Donc logiquement tu dois creer le ticket et ensuite creer un article ou tu poura lié ta pj.
by vincent13
20 Nov 2015, 16:21
Forum: Général
Topic: INFORMATION DANS CERTAINS CHAMP
Replies: 4
Views: 499

Re: INFORMATION DANS CERTAINS CHAMP

Bonjour,

il faudrait décrire au mieux le problème car j'avoue ne pas bien comprendre le contexte et ce qui arrive pour pouvoir t'aider.

vincent
by vincent13
20 Nov 2015, 14:54
Forum: Help
Topic: Notification on event TicketDynamicFiledupdate
Replies: 2
Views: 234

Notification on event TicketDynamicFiledupdate

Hello all, I try to setup a notification based on the event dynamicField update. The notification is not triggered when in an activity dialog in a process the dynamicfiled is changed. (3.3.15) I wonder why the event is not triggered when the value of the dynamicfield is affected by the activity dial...
by vincent13
20 Oct 2015, 11:31
Forum: Help
Topic: bulk template answer
Replies: 0
Views: 160

bulk template answer

is there a way to bulk answer to client

not add a note but answer (with a mail)

and better using a template ?
by vincent13
20 Oct 2015, 11:30
Forum: Help
Topic: Simple multiple ticket number search
Replies: 1
Views: 204

Simple multiple ticket number search

I able to provide a text list of the ticket number in any format separator

Is there a way to search from a list of ticket number.

- in a simple ticket search ?
- in a generic agent

I able to provide a text list of the ticket number in any format .
by vincent13
16 Jun 2015, 11:21
Forum: Help
Topic: AD and customer in database ?
Replies: 1
Views: 232

AD and customer in database ?

I trying to understand how works otrs with active directory. my conf use Activitory for customers but I'am unable to find any customers in the database of OTRS ?! does anyone able to confirm me that point ? if so : does it means that otrs do a query to AD each time it need to print any information o...
by vincent13
11 May 2015, 13:10
Forum: Général
Topic: Envoyer une demande de confirmation de lecture
Replies: 3
Views: 1126

Re: Envoyer une demande de confirmation de lecture

as tu regardé ceci , je pense que c'est juste un header de mail a rajouter :

viewtopic.php?t=10904

?
by vincent13
11 May 2015, 13:05
Forum: Général
Topic: Propriétaire par défaut d'un ticket créé
Replies: 5
Views: 1263

Re: Propriétaire par défaut d'un ticket créé

j'ai pas précisement compris ton besoin quand on clos un ticket, je ne comprend pas l'interet de notifier le propriétaire qui vient juste de clore le ticket ? si tu veux notifier le chef de la hotline, il te faut creer un generic agent qui va le faire sur declencheur (cloture dans la file "tart...
by vincent13
28 Apr 2015, 15:36
Forum: Help
Topic: ACL for process
Replies: 1
Views: 399

ACL for process

Do you have an idea how to restrict to empty the list of process on the customer portail. I try to setup an ACL like : Match settings Properties CustomerUser UserCity: [RegExp]T.*x Change settings Possible Process (nothing) PossibleNot Process P4xP2xP3xP1xP5x but I get all the list of process and no...
by vincent13
28 Apr 2015, 11:53
Forum: Général
Topic: Propriétaire par défaut d'un ticket créé
Replies: 5
Views: 1263

Re: Propriétaire par défaut d'un ticket créé

que pose comme problème d'avoir admin otrs (cad personne d'affecté) sur un ticket ?
by vincent13
28 Apr 2015, 11:52
Forum: Général
Topic: Envoyer une demande de confirmation de lecture
Replies: 3
Views: 1126

Re: Envoyer une demande de confirmation de lecture

j'avoue ne pas comprendre ta question !?
by vincent13
27 Apr 2015, 13:38
Forum: General
Topic: Not logical ACL for process
Replies: 0
Views: 287

Not logical ACL for process

I was reading the 3.3 kernel doc considering the ACL for process. I read : It is also possible to limit the processes that can be displayed in the "New process ticket" screen, the functionality is similar to limiting the ActivityDialogs with one exception: The ACLs could only be based on U...
by vincent13
17 Apr 2015, 15:23
Forum: Help
Topic: LDAP not syncing all attributes
Replies: 34
Views: 4292

Re: LDAP not syncing all attributes

Hello,

thanks for all the informations in this ticket !
Just success to setup a new field and sync on LDAP ;)

is there a way to setup a readonly field in the preferences interface ?
by vincent13
14 Apr 2015, 15:36
Forum: Help
Topic: Folluwup options new and type
Replies: 1
Views: 190

Re: Folluwup options new and type

no idea how to ?
by vincent13
13 Apr 2015, 13:44
Forum: Help
Topic: Folluwup options new and type
Replies: 1
Views: 190

Folluwup options new and type

Hello all, I have setup a queue with a followup option set to "New" (options possible) are (New|possible|reject) So, if there is an answer to a closed ticket it will create a new ticket. this new ticket is linked to the old one -> perfect for my need But This ticket type is set (visible) t...
by vincent13
17 Feb 2015, 10:49
Forum: Howtos
Topic: Out of Office don't change State
Replies: 5
Views: 3013

Re: Out of Office don't change State

Enable in sysconfig -> Core:PostMaster.
by vincent13
17 Feb 2015, 10:44
Forum: Howtos
Topic: Out of Office don't change State
Replies: 5
Views: 3013

Re: Out of Office don't change State

Hello,
ok thks for the howtos.

So simply in fact you test the subject then reinject the status, right ?

where in sysconfig to enable ?

thsk by advance.
vincent
by vincent13
16 Feb 2015, 14:37
Forum: Help
Topic: Vacation management
Replies: 3
Views: 418

Re: Vacation management

X-otrs-ignore will simply ignore the entering email right ?

I need to add and archive the article of the vacation notification in the ticket but do nothing else .
by vincent13
16 Feb 2015, 12:04
Forum: Help
Topic: Vacation management
Replies: 3
Views: 418

Vacation management

Hello All, On our mail system during holidays the users used to setup a vacation notification. This vacation autoreply push outgoing email using mail header tag like : Auto-Submlitted: auto-replied (Zimbra; vacation) My Goal is to setup a filter that only add the article on the ticket but do nothing...
by vincent13
12 Dec 2014, 15:26
Forum: Help
Topic: DynamicField onchange event
Replies: 2
Views: 402

Re: DynamicField onchange event

Looking on the drivers of dynamicField For dropdown : 'IsACLReducible' => 1, 'IsNotificationEventCondition' => 1, 'IsSortable' => 1, 'IsFiltrable' => 1, 'IsStatsCondition' => 1, 'IsCustomerInterfaceCapable' => 1, For Text : 'IsACLReducible' => 0, 'IsNotificationEventCondition' => 1, 'IsSortable' => ...
by vincent13
12 Dec 2014, 14:43
Forum: Help
Topic: DynamicField onchange event
Replies: 2
Views: 402

DynamicField onchange event

Hello All, one question when an event on change is trigered in a new ticket form (for example change service or change client) so we see refresh picto turning. the refresh picto run on a dynamicfiled dropdown but not on dynamic text and symetrically : when I change dynamicField_dropdown a refresh of...
by vincent13
26 Nov 2014, 13:46
Forum: Help
Topic: Process Ticket and first action
Replies: 0
Views: 214

Process Ticket and first action

Hello all, Is there a way to start a process with som action before the first activity ? My case : I use service field in the first activity dialog But this field is empty (I don't understand why) Is there any way to fill it with a list of choosen services ? and generally to start a process with som...
by vincent13
26 Nov 2014, 13:42
Forum: Help
Topic: Process ticket start activity dialog delete [SOLVED]
Replies: 2
Views: 529

Re: Process ticket start activity dialog delete [SOLVED]

you're right !

you could only replace the first activity but no delete .
by vincent13
26 Nov 2014, 12:34
Forum: Help
Topic: Process ticket start activity dialog delete [SOLVED]
Replies: 2
Views: 529

Process ticket start activity dialog delete [SOLVED]

Is there any way to delete the first activity during the design of a process.

Because after having link a first activity to the start of process when I try to delete it (because I want to change it for example) I got a refused message because the activy is in use !?

but ... how to !!!!!????
by vincent13
25 Nov 2014, 12:51
Forum: Help
Topic: QueuePermissionGroup for TicketQueueOverview
Replies: 0
Views: 443

QueuePermissionGroup for TicketQueueOverview

Hello All, Just two question to understand how work TicketQueueOverview and specially QueuPermissionGroup parameter. could someone explain me what this parameter do in detail ? doest it work with permission parameter ? (rw) ? I'am not able to set two group separeted with ; one group ->okay one queue...
by vincent13
14 Nov 2014, 14:54
Forum: Help
Topic: Hide DynamicField when Empty
Replies: 9
Views: 1329

Re: Hide DynamicField when Empty

thanks jojo ,I know that otrs Ag provide addon but it is not free. my dynamicField is a dropbox set an acl match properties any -> not possible Ticket DynamicField no values set an acl match properties Ticket Service "toto" -> possible Ticket Dynamicfield all values here is my code for : i...
by vincent13
07 Nov 2014, 12:02
Forum: Help
Topic: Hide DynamicField when Empty
Replies: 9
Views: 1329

Re: Hide DynamicField when Empty

Read carefully my first post ;)

I want to be able to show or not, depending on ACL criteria, dynamicField.

As otrs is not able to do that , I'am trying to use the Howto visible topics to hide all my DynamicField if their data are drop by ACL criteria...

simple
by vincent13
06 Nov 2014, 20:14
Forum: Help
Topic: Hide DynamicField when Empty
Replies: 9
Views: 1329

Re: Hide DynamicField when Empty

it depend on the situation ..

not true for example for drop down, multiselect ...

or if you set a default value ...
by vincent13
06 Nov 2014, 14:19
Forum: Help
Topic: Hide DynamicField when Empty
Replies: 9
Views: 1329

Hide DynamicField when Empty

Hello All, Like the Howto here : http://forums.otterhub.org/viewtopic.php?f=60&t=24116 My need is to hide all the DynamicField when the content is empty. (because of ACL do not manage visibility in 3.3.9) So I will manage not to give content for DynamicField using ACL and then do not show automa...
by vincent13
10 Oct 2014, 11:36
Forum: Help
Topic: Process and attachment
Replies: 1
Views: 213

Process and attachment

Is there any solution to manage attachement file using process ticket ?

propose add an attchement for agent and customer on creation form ?
by vincent13
08 Oct 2014, 15:57
Forum: Help
Topic: Workflow and field visible
Replies: 4
Views: 676

Re: Workflow and field visible

perfect !

huge thanks for your help jojo

vincent
by vincent13
08 Oct 2014, 15:04
Forum: Help
Topic: Workflow and field visible
Replies: 4
Views: 676

Re: Workflow and field visible

ok thanks jojo ! perhaps : ProcessManagement -> Frontend::Agent::Ticket::ViewZoom ? if so, the viewzoom process is the same for all of the existing process ? the Viewzoom could not be customed one by one for each process because différent process are not supposed to managed the same data (ie dynamic...
by vincent13
08 Oct 2014, 12:49
Forum: Help
Topic: Workflow and field visible
Replies: 4
Views: 676

Workflow and field visible

I'am trying to setup a workflow as test and as the link here describe : http://blog.otrs.org/2013/12/11/request-handling-in-security-departments/#more-1285 all is okay except that in the process information page of an agent, the fields are not visible like this : http://blog.otrs.org/wp-content/uplo...
by vincent13
28 May 2013, 13:22
Forum: Help
Topic: installer.pl and index.pl dabase errror
Replies: 1
Views: 404

installer.pl and index.pl dabase errror

Hello all, I suppose to have done a clean install of otrs using somes wiki. (on a redhat 6.2 and remote mysql) I think to have done the setup of mysql and access correclty because ./checkDB.pl look ok . the strating of otrs service look good (only a hostname: Host name lookup failure) I'am able to l...
by vincent13
28 May 2013, 12:50
Forum: Général
Topic: accès base mysql distant et script .pl
Replies: 1
Views: 1229

accès base mysql distant et script .pl

Bonjour a tous, Je suis en train d'essayer d'installer OTRS 3.2 avec une base de données mysql distante (sur un autre serveur) je pense a voir configuré ccorrectement puisque je suis capable de me connecter en remote avec le client mysql aux schema otrs sur le serveur otrs. le demarrage de otrs ne s...

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