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by RStraub
19 Oct 2017, 13:53
Forum: Help
Topic: agents traceability
Replies: 1
Views: 149

Re: agents traceability

Hey there, you'd probably have to parse all history entries that were made to the ticket. According to the db-schema, agent data is kept in the table "users": https://raw.githubusercontent.com/OTRS/otrs/7a6cab39e8bacbadb2c89d304d24ad7747e17c6b/development/diagrams/Database/OTRSDatabaseDiag...
by RStraub
19 Oct 2017, 10:49
Forum: Help
Topic: Adding customer name in Customer ticket overview
Replies: 14
Views: 502

Re: Adding customer name in Customer ticket overview

Hey savoir, the db-column is the customer the ticket is ASSIGNED to. But it's not the customer that created the ticket. Since you can change customers after ticket creation these might be different values. That's why I parsed the history lines to see who the first customer is that got assigned. Wher...
by RStraub
25 Sep 2017, 10:38
Forum: General
Topic: Executing bash script OTRS 5
Replies: 7
Views: 7731

Re: Executing bash script OTRS 5

Are you using absolute paths when accessing "home" or are you using the tilde? Those cannot be used when you are running a script from a non-login shell.
by RStraub
22 Sep 2017, 11:31
Forum: General
Topic: Search not working with Free Fields
Replies: 5
Views: 9817

Re: Search not working with Free Fields

-EDIT-

Misunderstood question.
by RStraub
22 Sep 2017, 10:37
Forum: Help
Topic: Duplicate Tickets
Replies: 3
Views: 137

Re: Duplicate Tickets

Well, could you provide the history entries for one of the tickets and the RAW mail ?
by RStraub
21 Sep 2017, 14:36
Forum: Help
Topic: strange Queue View layout
Replies: 6
Views: 206

Re: strange Queue View layout

The only *risk* is that the next page request will take considerable time (in our system around 10-15 seconds).
by RStraub
18 Sep 2017, 17:37
Forum: Hilfe
Topic: Vergleich der Inhalte dynamischer Felder in einer ACL
Replies: 7
Views: 174

Re: Vergleich der Inhalte dynamischer Felder in einer ACL

Huhu, doch da bist du schon richtig. Eine Meldung über ACL kannst du allerdings nicht ausgeben. Um die Felder zu vergleichen benötigst du die "DynamicFieldConfig" aus der Funktion "DynamicFIeldGet" von dem Objekt hier: http://doc.otrs.com/doc/api/otrs/5.0/Perl/Kernel/System/Dynam...
by RStraub
18 Sep 2017, 10:22
Forum: Hilfe
Topic: Vergleich der Inhalte dynamischer Felder in einer ACL
Replies: 7
Views: 174

Re: Vergleich der Inhalte dynamischer Felder in einer ACL

Du müsstest in der Run Funktion die Feld-Werte auslesen und Vergleichen. Falls du dann nichts tun möchtest ein "return 1" setzen und falls du eine Aktion/Einschränkung haben willst eben die entsprechende ACL setzen.
by RStraub
14 Sep 2017, 08:08
Forum: Hilfe
Topic: GenericAgent - TicketStateUpdate
Replies: 7
Views: 263

Re: GenericAgent - TicketStateUpdate

Spätestens mit der Anforderung dass die Nachricht nur einmal gesendet werden sollte, benötigst du wohl ein selbst geschriebenes GA Modul.
by RStraub
12 Sep 2017, 15:40
Forum: Hilfe
Topic: Verschiedene Fehler nach Update
Replies: 5
Views: 140

Re: Verschiedene Fehler nach Update

Huhu,

das wird der Fehler sein, aber ich hab keine Ahnung wie der gelöst wird :)
by RStraub
12 Sep 2017, 14:39
Forum: Hilfe
Topic: Verschiedene Fehler nach Update
Replies: 5
Views: 140

Re: Verschiedene Fehler nach Update

Melde dich mal als Kunde an und schau über die Browser Konsole ob JavaScript Fehler geworfen werden.
by RStraub
12 Sep 2017, 09:12
Forum: Allgemeines
Topic: OTRS vs Zammad
Replies: 5
Views: 256

Re: OTRS vs Zammad

Ich dachte Turtle wollte die PHP Version entwickeln ?
by RStraub
09 Aug 2017, 14:22
Forum: Help
Topic: Default ticket type for new tickets
Replies: 12
Views: 399

Re: Default ticket type for new tickets

Isn't the created view just a TicketZoom? What / Why / Which parameters would you expect here ?
by RStraub
09 Aug 2017, 12:07
Forum: Hilfe
Topic: Reihenfolge Queue Auswahl
Replies: 3
Views: 139

Re: Reihenfolge Queue Auswahl

In den neuen Versionen sind die Auswahlfenster auch mit Autocomplete versehen. Einfach einen Teil eintippen und schon wird die Auswahl gefiltert.
by RStraub
08 Aug 2017, 16:48
Forum: Hilfe
Topic: Dashboard Einstellungen speichern
Replies: 3
Views: 177

Re: Dashboard Einstellungen speichern

Vll. schlägt der AJAX Befehl zum update fehl. Kannst du mal die Browser Konsole öffnen während du deine Einstellungen speicherst? Vll. werden dort fehler geworfen.
by RStraub
08 Aug 2017, 16:47
Forum: Hilfe
Topic: Mail an Kundenbenutzer bei Anlage
Replies: 2
Views: 125

Re: Mail an Kundenbenutzer bei Anlage

Hallo, falls OTRS mit Passwörtern sauber umgeht (was ich schwer vermute) dann hast du keine Möglichkeit Zugangsdaten zu verschicken da Passwörter nicht im Klartext sondern nur gehasht gespeichert werden. Du könntest dies umgehen wenn ihr die API nutzt um User anzulegen: http://doc.otrs.com/doc/api/o...
by RStraub
08 Aug 2017, 15:53
Forum: Allgemeines
Topic: Felder in Fenster "Neues E-Mail-Ticket" ausblenden
Replies: 6
Views: 258

Re: Felder in Fenster "Neues E-Mail-Ticket" ausblenden

Wenn du die Felder nicht über die SysConfig deaktivieren kannst, dann bliebe dir nur eine Code Anpassung. Und du scheinst auf den richtigen SysConfig Seiten zu sein ;)
by RStraub
08 Aug 2017, 15:26
Forum: Help
Topic: Default ticket type for new tickets
Replies: 12
Views: 399

Re: Default ticket type for new tickets

That's probably one of these settings: Ticket → Frontend::Agent::ToolBarModule I don't know *exactly* what the other two parameters do, but a guess is: - OTRS only parses URL parameters when in subaction "StoreNew" (which might be AJAX updates, Splits and alike) - WIthout the "ExpandC...
by RStraub
08 Aug 2017, 14:49
Forum: Help
Topic: Default ticket type for new tickets
Replies: 12
Views: 399

Re: Default ticket type for new tickets

Hey,

not the LinkOption, just the Link. So instead of:

Code: Select all

Action=AgentTicketPhone

you'll use:

Code: Select all

Action=AgentTicketPhone;Subaction=StoreNew;ExpandCustomerName=2;TypeID=3
by RStraub
08 Aug 2017, 14:19
Forum: Help
Topic: Default ticket type for new tickets
Replies: 12
Views: 399

Re: Default ticket type for new tickets

Hey there,

you can do that via URL parameters. Go to the SysConfig (Ticket -> Agent::ModuleRegistration) and edit the link for Phone/Email tickets. Add this string:

Code: Select all

;Subaction=StoreNew;ExpandCustomerName=2;TypeID=3


(and replace the last number with the type you want to see)
by RStraub
07 Aug 2017, 15:15
Forum: Help
Topic: Adding customer name in Customer ticket overview
Replies: 14
Views: 502

Re: Adding customer name in Customer ticket overview

Yey, great it works!

Doesn't it feel good to hack the OTRS ;) ?
by RStraub
07 Aug 2017, 09:14
Forum: Help
Topic: Adding customer name in Customer ticket overview
Replies: 14
Views: 502

Re: Adding customer name in Customer ticket overview

Hey there, so I tried to do this on my test system and ran into this problem: OTRS does not log the CustomerUser (ID) of the customer creating a ticket. Customer tickets are always created from "root@localhost" it seems. To get the first customer user who created the ticket, I parsed the h...
by RStraub
04 Aug 2017, 11:36
Forum: Hilfe
Topic: Postmaster Filter werden ignoriert? [gelöst]
Replies: 3
Views: 195

Re: Postmaster Filter werden ignoriert?

Hm, es gibt zwei Felder für die To Adresse:
To und CC. Falls die OTRS-Adresse im CC steht muss das auch im Filter entsprechend drin stehen - oder du baust dir eben zwei. Einmal auf To und den identischen auf "CC".
by RStraub
04 Aug 2017, 08:12
Forum: Hilfe
Topic: Attribute in CustomerTicketZoom hinzufuegen
Replies: 2
Views: 199

Re: Attribute in CustomerTicketZoom hinzufuegen

Huhu,

das hab ich vor kurzem im englischen Teil beantwortet:

viewtopic.php?f=62&t=36434
by RStraub
02 Aug 2017, 08:31
Forum: General
Topic: Increase Customer <-> Service page list size
Replies: 2
Views: 4180

Re: Increase Customer <-> Service page list size

I think there's a possibility to set a default service. If that does not help, you could try to filter the customers and add 200 per bulk. Or you add them via script and/or API: http://doc.otrs.com/doc/api/otrs/5.0/Perl/Kernel/System/Service.pm.html see the function "CustomerUserServiceMemberAd...
by RStraub
02 Aug 2017, 08:26
Forum: Hilfe
Topic: Ticketnummern fangen von vorn an
Replies: 3
Views: 177

Re: Ticketnummern fangen von vorn an

Habt ihr inkrementell eingestellt ? Also fortlaufend aufsteigend ?

Falls der ID-Index in der DB keinen Knacks hat, schau dir mal die ~otrs/var/log/TicketCounter.log an, was da drin steht.

Die sollte dem OTRS als Anhalt gelten, mit welcher ID "weitergemacht" wird.
by RStraub
02 Aug 2017, 08:22
Forum: Help
Topic: Extending AgentTicketCompose
Replies: 5
Views: 250

Re: Extending AgentTicketCompose

Do you mean the dropdown one can select from when answering a ticket? The "templates" you can configure in the SysConfig?

Well you could create your own package (opm) which on installation then installs/configures those templates on your customers systems.
by RStraub
02 Aug 2017, 08:13
Forum: Help
Topic: Adding customer name in Customer ticket overview
Replies: 14
Views: 502

Re: Adding customer name in Customer ticket overview

No, putting them into the ~/Custom/ folder is enough. OTRS scans first all files in ~/... and THEN overwrites the files with those found in ~/Custom/.. This is true for most of the perl files and the template files. There are some exceptions, like the Config.pm or the config files in ~/Kernel/Config...
by RStraub
01 Aug 2017, 08:36
Forum: Help
Topic: How to add dynamic fields to the search-result page?
Replies: 7
Views: 427

Re: How to add dynamic fields to the search-result page?

I think we dropped the issue since the requirement wasn't there anymore. I don't know if that's still an issue with recent versions.
by RStraub
31 Jul 2017, 17:09
Forum: General
Topic: OTRS 5.0.21 how to remove "My Queues" from dashboard preferences?
Replies: 2
Views: 3989

Re: OTRS 5.0.21 how to remove "My Queues" from dashboard preferences?

Navigate in the SysConfig to:
Ticket → Frontend::Agent::Preferences

and disable the widget PreferencesGroups###CustomQueue.

Or set Active to 0 to set the default to unselected.
by RStraub
31 Jul 2017, 16:52
Forum: Help
Topic: Adding customer name in Customer ticket overview
Replies: 14
Views: 502

Re: Adding customer name in Customer ticket overview

Hi there, that's actually not too hard. 1) Create a new folder (if it's not there yet) ~otrs/Custom/ 2) Copy these files to the new folder (PRESERVING the same folder structure): Kernel/Output/HTML/Templates/Standard/CustomerTicketOverview.tt Kernel/Modules/CustomerTicketOverview.pm so as otrs-user:...
by RStraub
31 Jul 2017, 13:32
Forum: Help
Topic: Adding customer name in Customer ticket overview
Replies: 14
Views: 502

Re: Adding customer name in Customer ticket overview

No, it seem you'd need a modification of the OTRS framework to acomplish that.
by RStraub
31 Jul 2017, 10:33
Forum: Help
Topic: [SOLVED] Error with Attachment: Need filename!
Replies: 2
Views: 149

Re: Error with Attachment: Need filename!

Could you post the whole block of the error so we can see which module and line produces the error ?
by RStraub
27 Jul 2017, 13:37
Forum: Help
Topic: Update CMDB CIs
Replies: 2
Views: 205

Re: Update CMDB CIs

There is no difference how they were created.


What does your webrequest look like ?
by RStraub
25 Jul 2017, 10:06
Forum: Help
Topic: CI per page | more than 35
Replies: 6
Views: 286

Re: CI per page | more than 35

That's unfortunate and I wouldn't expect it. Did you have a typo in the .xml ? Could you still post the whole block you edited?
by RStraub
25 Jul 2017, 10:05
Forum: Hilfe
Topic: Can't locate object method "ObjectValuesDelete"
Replies: 12
Views: 425

Re: Can't locate object method "ObjectValuesDelete"

Ja :( Die sind wahrscheinlich sehr beschäftigt mit ihrem eigenen KIX-Fork.

Die Paketquellen sind halt arg unteschiedlich zwischen KIX und OTRS. Kannst du mal diese Zeile +- 5 darüber/darunter posten ?
/opt/otrs/KIX4OTRS/Kernel/System/Ticket.pm line 613.
by RStraub
25 Jul 2017, 08:23
Forum: Hilfe
Topic: Can't locate object method "ObjectValuesDelete"
Replies: 12
Views: 425

Re: Can't locate object method "ObjectValuesDelete"

Der Fehler kommt aus einem KIX Module:

/opt/otrs/KIX4OTRS/Kernel/System/Ticket.pm

Frag doch mal bei den KIX Jungs im Forum nach.
by RStraub
24 Jul 2017, 16:55
Forum: General
Topic: Sort Article Overview as per "No"
Replies: 7
Views: 3510

Re: Sort Article Overview as per "No"

I don't know what you want to achieve here, but that's a field for a hardcoded value that's prefilled in the note.

You can *maybe* (untested) use OTRS smart tags, something like <OTRS_TICKET_Subject> which might get parsed.
by RStraub
24 Jul 2017, 16:23
Forum: General
Topic: Sort Article Overview as per "No"
Replies: 7
Views: 3510

Re: Sort Article Overview as per "No"

The default in the overview shows the last customer-subject and not the ticket title.

Try to change this setting in the SysConfig:
Ticket -> Frontend::Agent::TicketOverview -> Ticket::Frontend::OverviewSmall###ColumnHeader
by RStraub
24 Jul 2017, 15:36
Forum: General
Topic: Sort Article Overview as per "No"
Replies: 7
Views: 3510

Re: Sort Article Overview as per "No"

DOES the subject of the ticket change? Be careful to differentiate between subject of the ticket and subject of an article.
by RStraub
24 Jul 2017, 14:50
Forum: Help
Topic: CI per page | more than 35
Replies: 6
Views: 286

Re: CI per page | more than 35

After changing the .xml, navigate to the admin menu an click SysConfig (this is important, it re-reads the files).

Then you should see a new option in the webinterface.
by RStraub
24 Jul 2017, 13:28
Forum: General
Topic: Cannot Access Tickets
Replies: 1
Views: 2657

Re: Cannot Access Tickets

As this regards a KIX module, you might want to ask in the KIX fora.
by RStraub
24 Jul 2017, 10:20
Forum: OTRS Developers
Topic: How to get CI's WarrantyExpirationDate
Replies: 3
Views: 255

Re: How to get CI's WarrantyExpirationDate

Hey there, did you try these API calls? my $VersionRef = $ConfigItemObject->VersionGet( VersionID => 123, XMLDataGet => 1, # (optional) default 1 (0|1) ); Taken from here: https://otrs.perl-services.de/docs/ITSMConfigurationManagement/master/kernel_system_itsmconfigitem_version.html Good luck naviga...
by RStraub
21 Jul 2017, 17:00
Forum: Hilfe
Topic: Einstellungen zurücksetzen / Webticket wird nicht mehr erstellt
Replies: 13
Views: 339

Re: Einstellungen zurücksetzen / Webticket wird nicht mehr erstellt

Ich vermute schwer dass da javascript fehlt / umgestellt wurde. Such mal in der SysConfig und Ticket-> Customer::ModuleRegistration nach dem Eintrag zur Ticketerstellung und setz dort die Einstellungen zurück. Ganz krass und wirklich nicht zu empfehlen - aber wenn's schnell gehen muss - könntest du ...
by RStraub
20 Jul 2017, 14:46
Forum: Hilfe
Topic: Automatisch & regelmäßig Tickets erzeugen lassen
Replies: 3
Views: 246

Re: Automatisch & regelmäßig Tickets erzeugen lassen

Huhu, das wurde im Forum schon gefragt. Laut diesem Thread war dann die Lösung ein WebService Request via CronJob: http://forums.otterhub.org/viewtopic.php?f=62&t=32108&p=130946&hilit=recurring#p130946 Alternativ könntest du auch einfach eine email "faken" und diese direkt (via...
by RStraub
19 Jul 2017, 17:14
Forum: Help
Topic: [SOLVED] Not able to query dynamic fields dropdown values
Replies: 2
Views: 182

Re: Not able to query dynamic fields dropdown values

If you really do not want to use the API, try this query:

Code: Select all

select config from dynamic_field where id=41;


Obviously change the ID to the id of the field you are looking for. This returns some json *like* result, you are interested in "PossibleValues".
by RStraub
19 Jul 2017, 14:03
Forum: Help
Topic: Problems restoring backup to new installation
Replies: 2
Views: 245

Re: Problems restoring backup to new installation

The reason for this is, the restore script first restores the configuration files (like Config.pm, which contains the DB-Access parameters). THEN it uses those to connect to the DB to restore the data.
by RStraub
17 Jul 2017, 10:34
Forum: Help
Topic: There are invalid users with locked tickets.
Replies: 3
Views: 385

Re: There are invalid users with locked tickets.

Did you try a generic agent?
by RStraub
13 Jul 2017, 08:33
Forum: Hilfe
Topic: Templates von OTRS 4 in OTRS 5 umwandeln
Replies: 1
Views: 140

Re: Templates von OTRS 4 in OTRS 5 umwandeln

Huhu,

das gibt es, aber ich hab keine Erfahrung damit gemacht.

Wenn du auf OTRS 5 bist, schau mal in ~otrs/bin/otrs.Console.pl List

Dort gibt es den Befehl:

Code: Select all

~otrs/bin/otrs.Console.pl Dev::Tools::Migrate::DTL2TT 
by RStraub
11 Jul 2017, 12:00
Forum: OTRS Developers
Topic: Put close time as column in queue view
Replies: 2
Views: 259

Re: Put close time as column in queue view

You first have to "allow" them in the SysConfig under Ticket → Frontend::Agent::Ticket::ViewQueue (last entry)

Then you can configure them per-agent with the small gear on the top right of the table.

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