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by RStraub
22 Mar 2017, 17:09
Forum: General
Topic: Adding custom changes to User.pm
Replies: 8
Views: 153

Re: Adding custom changes to User.pm

Glad it helped, you are very welcome :)
by RStraub
21 Mar 2017, 17:38
Forum: Help
Topic: OTRS dynamic fields
Replies: 3
Views: 51

Re: OTRS dynamic fields

You want a dynamic field to hold... the remote ticket number? Or an arbitrary value?

In the first case, you could use an "external ticket number" recognition filter - found in the SysConfig.

For the latter case, you could use a postmaster filter with a capture group.
by RStraub
20 Mar 2017, 18:23
Forum: OTRS Developers
Topic: Search information in text (email body) or subject
Replies: 3
Views: 107

Re: Search information in text (email body) or subject

That would be a postmaster filter.
by RStraub
20 Mar 2017, 18:22
Forum: General
Topic: Adding custom changes to User.pm
Replies: 8
Views: 153

Re: Adding custom changes to User.pm

You could encapsulate your whole module into a "no-redefine warnings" scope. So from: package YourPackageName; use strict; use warnings; [... lots of module code ...] 1; you could write: package YourPackageName; use strict; use warnings; # disable redefine warnings in this scope { no warni...
by RStraub
20 Mar 2017, 16:46
Forum: Hilfe
Topic: Queue Anreden-Verwaltung
Replies: 5
Views: 112

Re: Queue Anreden-Verwaltung

Aha, dann ist das Problem viel mehr das der Kundenbenutzer noch nicht in der OTRS-DB gepflegt ist ?
by RStraub
20 Mar 2017, 16:31
Forum: Hilfe
Topic: Queue Anreden-Verwaltung
Replies: 5
Views: 112

Re: Queue Anreden-Verwaltung

Laut der Beschreibung ist dies ein durchaus zulässiger Tag:

Code: Select all

<OTRS_CUSTOMER_DATA_UserFirstname>


Steht allerdings in meiner Version 5 - keine Ahnung ob das auf 3 schon so war.
by RStraub
16 Mar 2017, 12:17
Forum: Hilfe
Topic: Diverse Fragen
Replies: 3
Views: 75

Re: Diverse Fragen

Hallo zusammen, heute direkt mit mehrern Fragen: 1. In einer Testinstallation habe ich mit den Ticketstatus rumgespielt (neue erstellt, alte gelöscht bzw. umbenannt). Jetzt werden mir sämtliche neu erstellten Tickets mit dem Status geschlossen angelegt und ich finde keine passende Option wo ich das...
by RStraub
16 Mar 2017, 12:05
Forum: General
Topic: Adding custom changes to User.pm
Replies: 8
Views: 153

Re: Adding custom changes to User.pm

Right, so the *usual* way to customize is: - Take the file you want to edit - copy it (containing the same path-structure) to ~otrs/Custom/... - edit it If you have large files and only need to edit a specific function, try to overload that: http://forums.otterhub.org/viewtopic.php?f=64&t=34175 ...
by RStraub
16 Mar 2017, 12:03
Forum: OTRS Developers
Topic: Search information in text (email body) or subject
Replies: 3
Views: 107

Re: Search information in text (email body) or subject

What do you mean? To find a ticket? That would be a fulltext scan which should be available to you, if you click on search.
by RStraub
15 Mar 2017, 17:33
Forum: Help
Topic: ITSM 5.0.17 - Hide "delete" in menu
Replies: 2
Views: 76

Re: ITSM 5.0.17 - Hide "delete" in menu

Did you try ACLs ?
by RStraub
14 Mar 2017, 09:56
Forum: General
Topic: Auto link a CI to a ticket
Replies: 4
Views: 122

Re: Auto link a CI to a ticket

Oh sorry :/
by RStraub
10 Mar 2017, 14:48
Forum: Help
Topic: Where Are OTRS Logs Stored?
Replies: 3
Views: 117

Re: Where Are OTRS Logs Stored?

They should be under ~otrs/var/log/...
by RStraub
10 Mar 2017, 14:47
Forum: General
Topic: Auto link a CI to a ticket
Replies: 4
Views: 122

Re: Auto link a CI to a ticket

That's the addon I would have suggested to use. You now have to create a dynamic field and put the desired value into it. The module then will automatically link it.

It is important to note that you cannot use the NAME of the CI, but its ID.
by RStraub
09 Mar 2017, 15:50
Forum: Allgemeines
Topic: Kundeninfo im Ticketzoom
Replies: 5
Views: 137

Re: Kundeninfo im Ticketzoom

Doch, das besteht dann aus zwei Schritten:

1) Den Kundenbenutzer entsprechend anlegen.
2) Den Kundenbenutzer nachträglich dem Ticket zuordnen (wird nicht nachträglich automatisch aktualisiert).
by RStraub
09 Mar 2017, 15:40
Forum: Hilfe
Topic: generic agent bei externer Mail
Replies: 11
Views: 154

Re: generic agent bei externer Mail

Gibt's Fehler im Apache oder OTRS Log?

Ist da in Punkt vor dem Pfad zum Skript im GenericAgent? Kannst du den rausnehmen?
by RStraub
09 Mar 2017, 15:26
Forum: Allgemeines
Topic: Kundeninfo im Ticketzoom
Replies: 5
Views: 137

Re: Kundeninfo im Ticketzoom

Naja, falls die Mail von einer Adresse kommt die einem Kundenbenutzer zugeordnet ist (oder das Ticket über das Kunden-Webfrontend erstellt wurde) ist dieser automatisch zugeordnet. Falls das Ticket von einer Adresse kommt die OTRS "unbekannt" ist, kann dir das System natürlich auch keine I...
by RStraub
09 Mar 2017, 15:17
Forum: Help
Topic: Better colors
Replies: 4
Views: 81

Re: Better colors

Sure. Here's the link to the manual: http://doc.otrs.com/doc/manual/developer/stable/en/html/skins.html#id-1.3.5.6 You don't need to copy the whole css files, but only the parts which you want to change. For example if you want a new color in the header, you'd create this file: ~otrs/var/httpd/htdoc...
by RStraub
09 Mar 2017, 15:06
Forum: Help
Topic: Better colors
Replies: 4
Views: 81

Re: Better colors

There absolutly is. You'd have to modify the css files. Best way to do so would be to create a custom skin.
by RStraub
09 Mar 2017, 12:35
Forum: Allgemeines
Topic: Kundeninfo im Ticketzoom
Replies: 5
Views: 137

Re: Kundeninfo im Ticketzoom

Hat das Ticket einen Kundenbenutzer zugeordnet der in der OTRS-DB zu finden ist? Ist diesem Kundenbenutzer eine Kunden-Firma zugeordnet?

Edit: Manuell zu ändern über die Ticket-Aktion Personen -> Kunde
by RStraub
08 Mar 2017, 13:13
Forum: Help
Topic: Correct way to change the Favorite/Shortcut Icon
Replies: 13
Views: 216

Re: Correct way to change the Favorite/Shortcut Icon

Try using:
~otrs/Custom/[...] instead.

Just make sure to keep the same folder-structure.
by RStraub
08 Mar 2017, 10:51
Forum: Help
Topic: Other method in updating OTRS ticket except email
Replies: 3
Views: 106

Re: Other method in updating OTRS ticket except email

Webservices and the generic interface could be your next best choice then.
by RStraub
07 Mar 2017, 17:57
Forum: OTRS Developers
Topic: Admin Menu not working when details in CMDB are shown
Replies: 3
Views: 126

Re: Admin Menu not working when details in CMDB are shown

Hey there, I think I had the same problem - but always, not only when in the CMDB. For me, the update put the Admin-Link into a dropdown, instead of a direct link. As the dropdown was empty however, nothing happened when clicking on it. Try reseting (if possible) the module registration in the SysCo...
by RStraub
07 Mar 2017, 12:31
Forum: OTRS Developers
Topic: how can I create ticket by insert?
Replies: 3
Views: 140

Re: how can I create ticket by insert?

Hey there, you can view the API here: http://doc.otrs.com/doc/api/otrs/5.0/Perl/index.html A small standalone script which can be used directly from the console could look like this: #!/usr/bin/perl use strict; use warnings; use utf8; use lib '/opt/otrs/'; use lib '/opt/otrs/Kernel/cpan-lib'; use li...
by RStraub
07 Mar 2017, 11:57
Forum: Help
Topic: Echo the Accounted time in an email
Replies: 3
Views: 130

Re: Echo the Accounted time in an email

Well you could always write your own module for that, or request development. I doubt you can do it out-of-the-box.
by RStraub
17 Feb 2017, 10:15
Forum: Hilfe
Topic: Anhand Absender Email queue zuordnung?
Replies: 2
Views: 116

Re: Anhand Absender Email queue zuordnung?

Jawohl, per PostMaster Filter.
by RStraub
16 Feb 2017, 12:21
Forum: General
Topic: closed tickets with same external ticket number are not reopened
Replies: 6
Views: 138

Re: closed tickets with same external ticket number are not reopened

Should be very much possible yes. And you do have a valid "ExternalTicketNumberRecognition" setting?
by RStraub
16 Feb 2017, 12:00
Forum: General
Topic: closed tickets with same external ticket number are not reopened
Replies: 6
Views: 138

Re: closed tickets with same external ticket number are not reopened

Could you check your settings on the queue if re-opening is allowed?
by RStraub
16 Feb 2017, 11:05
Forum: Help
Topic: Ticket Queue View - change default view
Replies: 3
Views: 98

Re: Ticket Queue View - change default view

Very welcome :)
by RStraub
16 Feb 2017, 10:37
Forum: OTRS Developers
Topic: MySQL Has gone away
Replies: 1
Views: 88

Re: MySQL Has gone away

Try looking at the mysql - error log while trying to use your API. This should give you a hint what's the problem.
by RStraub
16 Feb 2017, 10:25
Forum: Help
Topic: Ticket Queue View - change default view
Replies: 3
Views: 98

Re: Ticket Queue View - change default view

Hey there,

you can do so. Navigate to Admin -> SysConfig -> Ticket -> Ticket → Frontend::Agent::ModuleRegistration

There, find the entry for AgentTicketQueue and add to the link ";Filter=All"
by RStraub
15 Feb 2017, 15:24
Forum: General
Topic: set owner by postmaster filter
Replies: 3
Views: 122

Re: set owner by postmaster filter

You said that the ticket is set to "new". But you are setting an owner... Ticket-owner and ticket-state are two different attributes.

Does setting the owner work?
by RStraub
15 Feb 2017, 10:55
Forum: Help
Topic: Autoforward ticket content to other service provider
Replies: 3
Views: 68

Re: Autoforward ticket content to other service provider

You could use the same filter to update a new dynamic field, e.g. "InformThirdParty" and then let a generic agent listen to an update on said field. With that generic agent you can send out emails. This would however not contain the attachments... to do so (I think) you'd need a custom mod...
by RStraub
15 Feb 2017, 09:23
Forum: Help
Topic: Echo the Accounted time in an email
Replies: 3
Views: 130

Re: Echo the Accounted time in an email

I think that not possible:
- There were many requests to include the accounted time in the overview, but that value is not saved to a ticket but calculated over all articles of a ticket.

For the same reason you cannot simply use it in a template without modifying the code.
by RStraub
15 Feb 2017, 09:21
Forum: General
Topic: How to put a check on day and time of Dynamic Field by default
Replies: 4
Views: 111

Re: How to put a check on day and time of Dynamic Field by default

You have to set a default value which is greater than 0. You can do so where you created dynamic fields: Admin -> DynamicField.
by RStraub
13 Feb 2017, 15:55
Forum: Hilfe
Topic: Jede Nacht identische Tickets als neue Tickets
Replies: 3
Views: 93

Re: Jede Nacht identische Tickets als neue Tickets

Sehr gerne. Interssant wäre im Nachgang noch wo diese herkamen :)
by RStraub
13 Feb 2017, 15:00
Forum: Hilfe
Topic: Jede Nacht identische Tickets als neue Tickets
Replies: 3
Views: 93

Re: Jede Nacht identische Tickets als neue Tickets

Schau mal über die Konsole ob im Dateisystem hier irgendwelche Dateien liegen:
~otrs/var/spool

Diese werden über einen Cronjob immer um 0:10 Uhr "neu" eingelesen.
by RStraub
13 Feb 2017, 09:23
Forum: OTRS Developers
Topic: Ho I can add key to existing config option?
Replies: 3
Views: 136

Re: Ho I can add key to existing config option?

Well, sure. Just go to the SysConfig and add another value.
by RStraub
09 Feb 2017, 09:50
Forum: OTRS Developers
Topic: Ho I can add key to existing config option?
Replies: 3
Views: 136

Re: Ho I can add key to existing config option?

So you want to have different default values? You can do that with a custom file. Not how the first lines of the Ticket.xml are: <?xml version="1.0" encoding="utf-8"?> <otrs_config version="1.0" init="Application"> If you use a custom file with: [...] init=&qu...
by RStraub
08 Feb 2017, 12:30
Forum: Help
Topic: More than 9 Custom Cron jobs?
Replies: 6
Views: 121

Re: More than 9 Custom Cron jobs?

Take a note of that .xml so that on your next upgrade/update it won't be lost :)
by RStraub
07 Feb 2017, 12:52
Forum: Help
Topic: Problem with transition
Replies: 3
Views: 74

Re: Problem with transition

Sorry, don't know if that's possible.
by RStraub
07 Feb 2017, 12:13
Forum: Help
Topic: Problem with transition
Replies: 3
Views: 74

Re: Problem with transition

When you set up the dynamic field, you used key value pairs. Try filtering on the key instead of the value.
by RStraub
07 Feb 2017, 09:16
Forum: Help
Topic: [SOLVED] ITSM Config Item Types not listing
Replies: 4
Views: 161

Re: ITSM Config Item Types not listing

Hey there, you cannot delete a once created class. You can however rename them with a little effort. Here is the internal API: http://otrs.perl-services.de/docs/GeneralCatalog/master/kernel_system_generalcatalog.html You could use a small standalone script to rename it. It seems not possible via Web...
by RStraub
06 Feb 2017, 11:07
Forum: OTRS Developers
Topic: Dynamic Field Values from DB
Replies: 2
Views: 136

Re: Dynamic Field Values from DB

There's an addon from cape-it for Version 5 to do that. It is however currently somewhat broken. Here's a link to the addon: https://www.cape-it.de/de/download-otrs-zusatzmodule.html See "DynamicFieldITSMConfigItem". Here's the thread about the current issues: https://forum.kixdesk.com/otr...
by RStraub
06 Feb 2017, 09:16
Forum: Help
Topic: How setup to let Admin to move tickets freely
Replies: 1
Views: 89

Re: How setup to let Admin to move tickets freely

You could switch off require lock in the sysconfig.

From version 5 on, this is easier as the default of moving a ticket does not require a lock.
by RStraub
03 Feb 2017, 12:18
Forum: Hilfe
Topic: Ticketvorlagen in OTRS 5s free
Replies: 5
Views: 137

Re: Ticketvorlagen in OTRS 5s free

Wären ggf. die Prozesstickets was für deinen Use-Case?
by RStraub
02 Feb 2017, 16:29
Forum: Hilfe
Topic: No UserID found for 'user'!
Replies: 3
Views: 113

Re: No UserID found for 'user'!

Hast du dich mit dem Kundenbenutzer auch unter der Kundenmaske angemeldet?

Agenten nutzen $HOST/index.pl
Kunden nutzen $HOST/customer.pl

EDIT: Ah, Lorsays Post übersehen :(

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