Znuny and ((OTRS)) Community Edition

bmichelot

Hi Christian,
You were right.
The option is in the queue configuration.
Thanks for your help !
Regards,

bmichelot

Hi all,
Is there a way to configure OTRS to keep closed tickets locked to agent ?
Thanks for your help,
Regards,

bmichelot

Hi all, I spend some time on the Postmaster filter and I am sure that it is not the solution because : I would like to check when an article is created (not only at the ticket creation Field is limited to 100 characters in Postmaster filter So GenericAgent is a better tool. But not at 100% as there ...

bmichelot

Hi Reneeb,
Thanks for your reply !
As I am a noob in postmaster filtering, I should teach myself first before being able to try it !
If you have any reference that I should read, please let me know !

bmichelot

Hi all, I would like to implement specific messages using notes and generic agent. The aim is to automatically add a note when customer request contains some specific part numbers mentioned into the body message. I did the function using generic agent, selecting tickets by Fulltext-search field... B...

bmichelot

Hi Tom, If you need to select and delete tickets, the GA can do the job. You juste have to set the filters parameters and set "Delete tickets" to yes in the Execute Ticket Commands section. To be honest, I am note sure to have understood your request. First you said that you want to send m...

bmichelot

Hi,
I have done it on a previous version to send reports.
See topic here : viewtopic.php?f=53&t=21845&p=86437#p86437
We stopped using the Generic Agent.
We are now using CronJob !
Regards,

bmichelot

Hi,
Did you read this post ?
viewtopic.php?t=32245
Maybe it would be helpful !
Regards,

bmichelot

Hi, According to my knowledge, to be displayed in Ticket::Frontend::AgentTicketEmail###DynamicField, setting must be set to 1 or 2. So those two states are editable. It make no sense to have a dynamic field in the compose form only readable. Reminder : Dynamic fields shown in the ticket free text sc...

bmichelot

Hi all,
Is there a way to send a survey only for specific customers ?
Thanks for your help,
Regards,

bmichelot

Hi all,
I am coming back on my request...
I found this post https://stackoverflow.com/questions/419 ... 9_50018945
And I am not sure that what I want to do can be done through this method.
Any idea ?
What is your opinion ?

bmichelot

I'll hurry up and test it!
Thanks Roy

bmichelot

Yeeeaaaaahhh !
That's it !
I used the value and not the key.
Like every time, thanks a bunch Roy !

bmichelot

Hi Roy,
Thanks for your answer.
I tried without success.
See attached.

Capture.JPG

bmichelot

Hi all, I try to understand how works the process module. For that I did a simple process as follow : DF1 - Dynamic Field 1, with values DF1valeur1, DF1valeur2, DF1valeur3 A1 - Activity 1 AD1- Activity Dialog 1 which let you able to record a note and to select a value for DF1 T1 - Transition 1 > if ...

bmichelot

Thanks a lot Roy

bmichelot

Hi All, I just tried to install the "Appointment Calendar package" and I got this error. Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue Mar 27 10:08:55 2018 Message: Sorry, can't install package, because module DateTime v0.52 is required and not installed! RemoteAddress: 10.21...

bmichelot

Roy,
May I ask you something again ?
I simply made a process in 3 steps.
See yml file attached.
No transition happened despite the choice of the DynamicField_DF1 value !
Is there something wrong ?

Export_ProcessEntityID_Process-097ac6d707adb2d7649b519c2f67753f.zip

bmichelot

Yeeeahhhh !
The zero works with Generic Agent!
Thanks Roy

bmichelot

Thanks Roy for your reply. Could you please tell me where I can access to those fields ? There is no way to add them in the free text form. Can I use generic agent by setting "Process" field with an empty value ? (I do not know which characters i have to use for replace values by empty's o...

bmichelot

Hi all,
I am trying to implement processes into OTRS.
Is there a way to remove or stop a process in progress into a ticket ?
Thanks
Regards,

bmichelot

Hi all, I am using dynamic fields like to be able to identify the concerned products. I would like to start using the tree view. Is there any way to update this field ? updating all key values in the database ? I do not want to see old key values and the new entries in the search field. Thanks for y...

bmichelot

Hi Reneeb,
Nothing shown inside the log file.
No error message.
Is there any way to check if the SolutionResponseTime is well calculated ?
Regards,

bmichelot

Hi all, I tried to make a stat to follow the response time on some specific request. i buitl the stats as shown into the xml file attached. And the results is the empty for the last weeks which is not normal. We have already the same amount of ticket to deal with each weeks. xml_cvs.zip Is it link t...

bmichelot

Hi All,
Is there any way to change the order ?
If someone can tell me if it is possible or not, his answer would much be appreciated.
Regards,

bmichelot

Hi all, I was wondering if there is a way to sort the columns in the order I want. Since we use OTRS (2015), we built a statistic which follow our daily work. It is compiled into a master Excel file by a simple copy and paste operation. The issue is that, following OTRS upgrades, the sorting of colu...

bmichelot

I am a little bit confused.
Have you added the ticket type in the priority change form ?
Could you please try once again and copy and paste the history of the ticket ?
Thanks

bmichelot

Thanks Roy !
There is no error mentionned :
https://drive.google.com/open?id=0Bw-Lh ... 2IzZWc4U28
And for example, on the forum page, I have two errors...
What should I verify ?

bmichelot

Go to Admin > GenericAgent Click Add job Job Settings : choose a Job name Event Based Execution : choose Ticket + TicketTypeUpdate, then click on [+] Select tickets : state = new Update/Add Ticket Attributes : Set new state = new Click on Submit Normally, when a ticket type change is done on a ticke...

bmichelot

I am not able to see what's wrong...
The cursors for moving widgets appears, but the widget can't be moved.
Javascript is allowed...
What should I do ?

bmichelot

Thanks for your reply Roy
How can i do that ? Checking my Javascript console for errors ?

bmichelot

For sure... Here is the code used : <?xml version="1.0" encoding="utf-8"?> <otrs_config version="1.0" init="Application"> <ConfigItem Name="DashboardBackend###0105-TicketDeadline" Required="0" Valid="1"> <Description Translatable=...

bmichelot

No... There is a misunderstanding ! You said that when you switch from a ticket type to another, the ticket state goes from New to Open. And you wan to keep the "new" state. You can create a Generic Agent task based on TicketTypeUpdate filtered on ticket state = new, to set the state "...

bmichelot

Hi,
I think that can be done using the Generic Agent.
You should have a look on TicketTypeUpdate for events.
This event + some filters can do the job !

bmichelot

Hi all
It seems that the widget dragging into Dashboard is not working with Chrome (Version 59.0.3071.86 (Build officiel) (64 bits))
Does someone have the same issue ?
Should I open a bug tracking ?

bmichelot

Hi all,
Just a quick message to tell you that I solved the issues by myself.
Everything is working well now.
Regards,

bmichelot

Another question ! I tried several iteration of the added xml file. But it seems that OTRS is still using the first XML submitted... despite many modification of it. And even it has be removed from the directory ! Is there a service that we should restart ? Thanks for your help ! Issues with this i...

bmichelot

Another question !
I tried several iteration of the added xml file.
But it seems that OTRS is still using the first XML submitted... despite many modification of it. And even it has be removed from the directory !
Is there a service that we should restart ?
Thanks for your help !

bmichelot

I made some improvements... The widget appears in the dashboard. But the filter used is not working. I have all tickets. I would like to see only tickets which are : state = open or pending reminder or new DynamicField_dateReponse = not empty How should I write the request ? <Item Key="Attribut...

bmichelot

I double check with the ticket.xml and there are : <ConfigItem Name="DashboardBackend ###0120 -TicketNew" Required="0" Valid="1"> used in ticket.xml And we are trying to add : <ConfigItem Name="DashboardBackend ###0120 -TicketDeadline" Required="0" V...

bmichelot

Hi all, I come back on this topic. With IT team, we try to add the below xml file : <?xml version="1.0" encoding="utf-8"?> <otrs_config version="1.0" init="Application"> <ConfigItem Name="DashboardBackend###0120-TicketDeadline" Required="0"...

bmichelot

Got it !
It works well now.
Sorry fir this dumb request...

Thanks Roy !

bmichelot

Thanks for your reply Roy.
I changed those parameters as follow :
Edit Config Settings in Framework → Core::Sendmail

SendmailNotificationEnvelopeFrom = mail address I want to use to send notifications
SendmailNotificationEnvelopeFrom::FallbackToEmailFrom = Yes

But it did not affect the system !

bmichelot

Hi all,
I just want to know if there is a way to change the address used to send notification to agent.
Until now, mails are sent with otrs@otrs.[domain]...
Thanks for your help !
Regards,

bmichelot

Until now, there is no specific queue for those requests. But I can create one if you think that is a better idea. The problem that I am using template. I have some PN to communicate. Ticket must be set as a "reminding state", with a delay. Approbation is not needed yet... So, as you wrote...

bmichelot

Hi all, The process functions have started to eyeblink my vision since a long time. Until then, I never tried despite several readings of the documentation. I just have what I am considering as a simple case. I work for the technical support and often send some requests to the engineering team, for ...

bmichelot

Thanks for your answer but the documentation does not mention where I can find the option to switch between the different templates.
But I found them by myself. Thanks a lot for your help !
Regards,

bmichelot

Thanks for your answer Florian !
We are now in the version 5.0.16.
I have create templates for each template type and I add them to queues... but I am not able to see where I can use them in the agent interface... Would you mind showing me how it works ?

bmichelot

One more question...
Is there a way to create a template with default recipient email address ?
We often request some files from the engineering team, and those requests are always send to the same recipients using a template type "forward".
Thanks !

bmichelot

Hi all, I need your expertise for understanding how the templates works. We use OTRS since the version 3 as long as I remember me... And we already use templates for answering and forwarding messages. And I just notice that there are many other types of templates like : create, email, note and phone...

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