Search found 2043 matches

Go to advanced search

by RStraub
18 Sep 2017, 17:37
Forum: Hilfe
Topic: Vergleich der Inhalte dynamischer Felder in einer ACL
Replies: 7
Views: 100

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: 100

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: 5
Views: 118

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: 84

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: 84

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: 158

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: 288

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: 115

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: 128

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: 80

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: 191

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: 288

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: 288

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: 288

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: 12
Views: 344

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: 12
Views: 344

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: 146

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: 164

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: 4060

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: 141

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: 192

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: 12
Views: 344

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: 366

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: 3952

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: 12
Views: 344

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: 12
Views: 344

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: 110

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: 161

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: 214

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: 326

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: 326

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: 3407

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: 3407

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: 3407

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: 214

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: 2622

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: 211

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: 276

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: 203

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: 144

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: 192

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: 323

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: 108

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: 215

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.
by RStraub
10 Jul 2017, 09:42
Forum: Help
Topic: [SOLVED] Import/Export Management problem
Replies: 5
Views: 202

Re: Import/Export Management problem

That, by far, was not a stupid question :)

Glad it works now.
by RStraub
10 Jul 2017, 08:24
Forum: Help
Topic: [SOLVED] Import/Export Management problem
Replies: 5
Views: 202

Re: Import/Export Management problem

Are you using chrome?

There's a bug where you can't click the button because OTRS handles the events wrongly.

Try using shortcuts (ALT + ?) or try to use TAB to highlight the button and press enter.
by RStraub
10 Jul 2017, 08:23
Forum: Help
Topic: Help with webservice (New Ticket for Customer)
Replies: 5
Views: 226

Re: Help with webservice (New Ticket for Customer)

There's a couple of parameters. I'd guess these two should suffice: 1) In the article hash: SenderType => 'agent', # agent|system|customer 2) also in the article hash: ArticleType => 'email-external', # email-external|email-internal|phone|fax|...
by RStraub
07 Jul 2017, 17:20
Forum: Allgemeines
Topic: Erweiterung CMDB-Suche
Replies: 6
Views: 269

Re: Erweiterung CMDB-Suche

Was ist denn dein Use-Case ? Ich hatte z.B. noch nie das Bedürfniss eine Volltextsuche nach einer IPAdresse über "Location", "Formate" u.ä. laufen zu lassen ;)
by RStraub
07 Jul 2017, 17:08
Forum: Allgemeines
Topic: Telefonnummern als Link
Replies: 3
Views: 205

Re: Telefonnummern als Link

Hoi nd0 :) Schau mal in die ~/Kernel/Config.pm Dort suchst du nach dem Eintrag $Self->{CustomerUser} = { ... Da drin ist dann ein Eintrag: Map => [ Langes Array ], DA drin suchst du die Zeile "UserPhone" und trägst in die vorletzte Spalte (die sollte nur zwei Anführungsstriche haben) ein: ...

Go to advanced search