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by RStraub
19 May 2017, 16:48
Forum: Hilfe
Topic: Tickets verschieben + automatisch schließen
Replies: 1
Views: 78

Re: Tickets verschieben + automatisch schließen

Huhu,

das müsste mit einem GenericAgent gut klappen, der lauscht auf das Event QueueUpdate, filtert auf die entsprechende Queue und schließt das Ticket.
by RStraub
19 May 2017, 15:41
Forum: Allgemeines
Topic: OTRS Update von Version 5.0.15 zu 5.0.19
Replies: 3
Views: 120

Re: OTRS Update von Version 5.0.15 zu 5.0.19

Huhu,

die einzelnen Schritte stehen im Manual. Wo bleibst du denn hängen ?
by RStraub
19 May 2017, 08:07
Forum: Help
Topic: /otrs/installer.pl was not found
Replies: 3
Views: 102

Re: /otrs.installer.pl was not found

Also take a look at the apache error / access log if they tell you something.
by RStraub
17 May 2017, 08:28
Forum: Help
Topic: custom print
Replies: 19
Views: 253

Re: custom print

No sorry - don't have KIX. You could check if the files I mentioned are also in the folder KIX4OTRS/[ SamePathStructure ] and change them there.
by RStraub
16 May 2017, 16:44
Forum: Help
Topic: custom print
Replies: 19
Views: 253

Re: custom print

Oh, that might be. I think KIX adds alot of new templates that "overwrite" the default (or even custom) ones.
by RStraub
15 May 2017, 11:50
Forum: Help
Topic: custom print
Replies: 19
Views: 253

Re: custom print

That is weird, because I tested it on my server and it works there :/
by RStraub
12 May 2017, 10:10
Forum: Help
Topic: custom print
Replies: 19
Views: 253

Re: custom print

For the customer frontend as described in my previous post you need: 1) Modified "Kernel/Modules/CustomerTicketZoom.pm", where you add this block below the existing "print" block: $LayoutObject->Block( Name => 'Print2', Data => \%Param, ); 2) Modified "Kernel/Output/HTML/Tem...
by RStraub
12 May 2017, 09:42
Forum: Help
Topic: [SOLVED] ACL for Dynamic Fields
Replies: 5
Views: 119

Re: ACL for Dynamic Fields

You cannot hide dynamic fields with ACLs, only restrict values.
To hide fields you'll need javascript in the templates (or an addon that does that for you).
by RStraub
12 May 2017, 09:03
Forum: Help
Topic: custom print
Replies: 19
Views: 253

Re: custom print

Where do you fail? On the agent interface or on the customer interface?

Are there errors in the log?
by RStraub
12 May 2017, 08:29
Forum: Help
Topic: custom print
Replies: 19
Views: 253

Re: custom print

Slightly different from what I see. Take a look into AgentTicketZoom, where you will find this block: # check if print link should be shown if ( $ConfigObject->Get('Frontend::Module')->{AgentTicketPrint} && $AclActionLookup{AgentTicketPrint} ) { my $OK = $TicketObject->TicketPermission( Type...
by RStraub
11 May 2017, 09:37
Forum: Hilfe
Topic: geschlossenes Ticket wird durch Benachrichtigung wieder geöffnet
Replies: 6
Views: 154

Re: geschlossenes Ticket wird durch Benachrichtigung wieder geöffnet

Du könntest einen Postmasterfilter auf diese Adresse filtern lassen und dann... tja..

Das Ticket schließen? Die Mail ignorieren?
by RStraub
11 May 2017, 09:20
Forum: Hilfe
Topic: geschlossenes Ticket wird durch Benachrichtigung wieder geöffnet
Replies: 6
Views: 154

Re: geschlossenes Ticket wird durch Benachrichtigung wieder geöffnet

Du kannst in den Queueeinstellungen definieren was passieren soll mit Mails auf geschlossene Tickets.

So kannst du etwa einstellen dass es wiedereröffnet wird, oder aber auch das ein neues Ticket erstellt wird.
by RStraub
11 May 2017, 09:18
Forum: Help
Topic: Change Management - Conditions not working
Replies: 2
Views: 107

Re: Change Management - Conditions not working

Hey there, this is something I stumbled over as well. Please take a look at this state machine: http://doc.otrs.com/doc/manual/itsm/stable/en/html/ch08s05.html#change_state_machine You cannot jump from one state to another, if there is no edge between them. You need to follow a valid path. If you se...
by RStraub
10 May 2017, 15:07
Forum: OTRS Developers
Topic: [SOLVED] Generic Agent: Execute Custom Module Parameters
Replies: 3
Views: 103

Re: [SOLVED] Generic Agent: Execute Custom Module Parameters

Oh right, probably because a generic agent usually updates tickets, thus holds the parameters that are to be set in the "New" hash.

Glad it works now :)
by RStraub
10 May 2017, 13:42
Forum: OTRS Developers
Topic: [SOLVED] Generic Agent: Execute Custom Module Parameters
Replies: 3
Views: 103

Re: Generic Agent: Execute Custom Module Parameters

Hey there, a) you are missing a closing "}" on the last line :) b) Try accessing $Param{Data}->{SomeValue} If you are unsure what is written in a variable, use this dumper block (needs a ref to a variable as parameter): use Data::Dumper; my $message = Dumper(\%Param); $Kernel::OM->Get('Ker...
by RStraub
10 May 2017, 08:07
Forum: General
Topic: Add dynamic field.
Replies: 1
Views: 97

Re: Add dynamic field.

See my answer here:
viewtopic.php?f=62&t=35087

If you want a completly new button you need to modify files. If you "only" want to extend an existing button, you can do it via sysconfig.
by RStraub
10 May 2017, 08:06
Forum: Help
Topic: Dynamic filed in ticketviewzoom toolbar
Replies: 3
Views: 108

Re: Dynamic filed in ticketviewzoom toolbar

If you want a completly new button you need to modify files. If you "only" want to extend an existing button, you can do it via sysconfig.
by RStraub
08 May 2017, 12:51
Forum: Help
Topic: custom print
Replies: 19
Views: 253

Re: custom print

You are right. I assumed the customer frontend is built similar to the agent one. But the print button is hardcoded. Take a look here: https://github.com/OTRS/otrs/blob/master/Kernel/Modules/CustomerTicketZoom.pm#L1481 You'd need to copy that block a second time, e.g.: # print option if ( $ConfigObj...
by RStraub
08 May 2017, 10:13
Forum: Help
Topic: Ticket.pm modification Issue.
Replies: 2
Views: 106

Re: Ticket.pm modification Issue.

Are there errors in the log?

Also the syntax "$Self->{QueueObject}" seems old to me, what version are you using?
by RStraub
05 May 2017, 13:19
Forum: Help
Topic: New installation on Centos 7 - Permission Denied everywhere
Replies: 3
Views: 130

Re: New installation on Centos 7 - Permission Denied everywhere

Check file permissions - there should be even a script for it.
by RStraub
05 May 2017, 08:15
Forum: General
Topic: [Process Managerment] can we re-use Activities name
Replies: 1
Views: 117

Re: [Process Managerment] can we re-use Activities name

You cannot use the same name for different activities (or dialogs), but you can use the same activity for multiple processes.

Another thing you could do is, to use different names, but translate them to appear as the same name.
by RStraub
04 May 2017, 16:13
Forum: Allgemeines
Topic: [Gelöst] Prozess kann nicht gelöscht werden
Replies: 7
Views: 135

Re: Prozess kann nicht gelöscht werden

Ersten Beitrag editiern und dort den Titel anpassen.
by RStraub
04 May 2017, 15:16
Forum: Allgemeines
Topic: [Gelöst] Prozess kann nicht gelöscht werden
Replies: 7
Views: 135

Re: Prozess kann nicht gelöscht werden

Nicht über das Konsolenskript, aber du könntest "dreckig" das Script hier nutzen (als OTRS-User ausführen): Bitte UNBEDINGT die Prozess ID vorher anpassen! (Die siehst du in der URL wenn du den Prozess aufrufst) #!/usr/bin/perl use strict; use warnings; use utf8; use lib '/opt/otrs/'; use ...
by RStraub
04 May 2017, 14:03
Forum: Allgemeines
Topic: [Gelöst] Prozess kann nicht gelöscht werden
Replies: 7
Views: 135

Re: Prozess kann nicht gelöscht werden

Gibt's denn Fehlermeldungen im Apache Log oder der Browser Konsole?
by RStraub
03 May 2017, 13:49
Forum: Help
Topic: Help needed to create a simple process !
Replies: 2
Views: 76

Re: Help needed to create a simple process !

This *could* be done, but I don't think it would be needed. If you know that a certain type of tickets needs a certain set of values (like queue, dynamic fields etc.) you could more easily use postmaster filter. If you need multiple steps however, like "approve", "assign to someone el...
by RStraub
03 May 2017, 12:17
Forum: Help
Topic: Sorting Case
Replies: 11
Views: 123

Re: Sorting Case

Did you intentionally check the "negate" checkbox?

Try unchecking it, then send a mail containing "hardware" to your system. The ticket should be created in the Queue with the name "QueueHardware".
by RStraub
03 May 2017, 12:05
Forum: Help
Topic: Sorting Case
Replies: 11
Views: 123

Re: Sorting Case

Could you post a screenshot of your postmaster filter ?
by RStraub
03 May 2017, 11:28
Forum: Help
Topic: Sorting Case
Replies: 11
Views: 123

Re: Sorting Case

Well, you need a criteria on that you can filter. Is there something in the subject or body?
by RStraub
03 May 2017, 11:13
Forum: Help
Topic: Sorting Case
Replies: 11
Views: 123

Re: Sorting Case

Please not that this forum does not provide professional support. As for your question, could you please elaborate or rephrase it, since I don't seem to understand what you want to achieve.
by RStraub
03 May 2017, 11:05
Forum: Help
Topic: custom print
Replies: 19
Views: 253

Re: custom print

The .xml will be parsed as soon as otrs rebuilds its sysconfig (easy to do so, when you click on "SysConfig" in the Admin tab).

If written correctly, the new button should appear in the menu module.
by RStraub
03 May 2017, 11:03
Forum: Help
Topic: Sorting Case
Replies: 11
Views: 123

Re: Sorting Case

Did you just bump your thread after 40 minutes O.o ?
by RStraub
03 May 2017, 11:03
Forum: Help
Topic: Auto responses <-> queue
Replies: 4
Views: 94

Re: Auto responses <-> queue

Should work also for tickets opened via the customer frontend.
by RStraub
03 May 2017, 10:32
Forum: Help
Topic: Auto responses <-> queue
Replies: 4
Views: 94

Re: Auto responses <-> queue

When you move them via generic agent, they are not created in that queue. If you want to achieve that, use a postmaster filter.
by RStraub
03 May 2017, 10:21
Forum: Help
Topic: custom print
Replies: 19
Views: 253

Re: custom print

You would need two things: 1) A custom (or extended) .xml file in ~otrs/Kernel/Config/Files/ which has a modified entry like the original one found in Ticket.xml: <ConfigItem Name="CustomerFrontend::Module###CustomerTicketPrint" Required="0" Valid="1"> <Description Tran...
by RStraub
02 May 2017, 08:26
Forum: Hilfe
Topic: Menüpunkt "Tickets" fehlt
Replies: 2
Views: 122

Re: Menüpunkt "Tickets" fehlt

Prüf mal ACLs und die Einstellungen in der SysConfig unter Ticket-> Agent::Frontend::ModuleRegistration (oder so ähnlich) - hier insberesondere die Rechte.
by RStraub
28 Apr 2017, 13:25
Forum: General
Topic: Agent Icons
Replies: 4
Views: 206

Re: Agent Icons

did you use a hyphen? the syntax usually is "fa fa-user-o"
by RStraub
28 Apr 2017, 10:23
Forum: Hilfe
Topic: Artikel bei Transition-Action hinzufügen
Replies: 4
Views: 144

Re: Artikel bei Transition-Action hinzufügen

Eine große Hilfe ist der Apache-error log (oder der OTRS log) aus der Zeit wo der Übergang ausgeführt wird. Ich nehme an das dir ein mandatory Feld fehlt, siehe hier in der API:
http://doc.otrs.com/doc/api/otrs/5.0/Pe ... le.pm.html
by RStraub
28 Apr 2017, 08:33
Forum: Help
Topic: [SOLVED] Custom image as header
Replies: 14
Views: 268

Re: Custom image as header

Did you try clearing the OTRS cache?
by RStraub
27 Apr 2017, 16:28
Forum: Hilfe
Topic: dropdown selektion
Replies: 10
Views: 167

Re: dropdown selektion

Funktioniert in meiner Version 5.0.x
by RStraub
27 Apr 2017, 16:27
Forum: General
Topic: AgentTicketPhone
Replies: 5
Views: 180

Re: AgentTicketPhone

Either you code it yourself, or you use an addon, like #9 here:
https://znuny.com/#!/addons
by RStraub
27 Apr 2017, 13:51
Forum: General
Topic: OTRS ticket attachments
Replies: 2
Views: 160

Re: OTRS ticket attachments

You might want to try this addon:
https://github.com/znuny/Znuny4OTRS-Att ... ultiUpload

There's also one to download all attachments as a .zip file.
by RStraub
27 Apr 2017, 11:35
Forum: Hilfe
Topic: Dynamische Felder im Prozessmanagement
Replies: 1
Views: 41

Re: Dynamische Felder im Prozessmanagement

Die müssen für das TicketObjekt sein. Artikel-Dynamische Felder kannst du z.B. nicht setzen, auch wenn du einen Artikel mandatory hast.
by RStraub
27 Apr 2017, 11:14
Forum: Hilfe
Topic: Ticket schließen - Versendung einer eMail
Replies: 2
Views: 61

Re: Ticket schließen - Versendung einer eMail

Huhu, dazu benötigst du eine "Ticket-Benachrichtigung" die auf das Event "TicketStateUpdate" lauscht und als Ticketfilter benötigst du dann noch alle "closed" Status. Bei "Empfänger -> Senden an" kannst du dann auswählen dass der Agent dem das Ticket gehört, i...
by RStraub
27 Apr 2017, 11:09
Forum: Help
Topic: DynamicFieldITSMConfigItem show only linked CI in Customer Frontend
Replies: 4
Views: 111

Re: DynamicFieldITSMConfigItem show only linked CI in Customer Frontend

I tried to recreate this setup, but it seems that ACLs don't work on the new message action. I can't even forbid a whole Action like "CustomerTicketProcess". This seems majorly flawed.
by RStraub
27 Apr 2017, 10:53
Forum: Hilfe
Topic: Queue einem Bearbeiter zuordnen
Replies: 6
Views: 85

Re: Queue einem Bearbeiter zuordnen

Was möchtest du zuordnen? Nur diesem Agenten Rechte darauf geben? Das erfolgt mittels Gruppen-/Rollen-Einstellungen und der Berechtigung in der Queue Setting.

Möchtest du das alle Tickets von xy in dieser Queue landen? Das erfolgt per Postmasterfilter.
by RStraub
26 Apr 2017, 10:42
Forum: Help
Topic: DynamicFieldITSMConfigItem show only linked CI in Customer Frontend
Replies: 4
Views: 111

Re: DynamicFieldITSMConfigItem show only linked CI in Customer Frontend

Probably the same way as you'd do it on the agent side: Create an ACL, filter on a specific room and show only valid settings. Please not that for this addon you cannot use the "name" of the CI, you have to use it's ID for filtering. Also they currently have a bug in this module where the ...
by RStraub
26 Apr 2017, 08:33
Forum: OTRS Developers
Topic: How can I set a default type in the New Phone ticket page?
Replies: 5
Views: 161

Re: How can I set a default type in the New Phone ticket page?

With changes on files, everything is possible :>
by RStraub
25 Apr 2017, 14:00
Forum: Help
Topic: Reassign ticket to existing customer
Replies: 2
Views: 97

Re: Reassign ticket to existing customer

In OTRS 5.x you should have as ticket action the possibility to use Person -> Customer to assign a new customer (and thus a new customercompany-ID).

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