Search found 36 matches

Go to advanced search

by cbruigom
08 May 2017, 09:45
Forum: Help
Topic: Customer Notification and Auto Response - Process Management
Replies: 0
Views: 291

Customer Notification and Auto Response - Process Management

Hi All, I have an issue which is two fold. I have a requirement to send a customer notification from Process Management after a ticket is created via the agent portal. We are using LDAP and entering the email address into the customer field on the form (entering an email address vs selecting a custo...
by cbruigom
12 Feb 2017, 07:57
Forum: Help
Topic: REGEXP in ACL match settings - match two words on multi select
Replies: 1
Views: 248

REGEXP in ACL match settings - match two words on multi select

Hi There, I am try to match two conditions (two string values, lets say "cat and "daog") and only when both are selected through a multi select dynamic field should I see a value of lets say "animals" in a second list. I can get it to match with just one but it seems to matc...
by cbruigom
24 Nov 2016, 22:37
Forum: Help
Topic: LDAP group inheritance issue
Replies: 4
Views: 439

Re: LDAP group inheritance issue

Thanks jojo, I found this on KB which shows the filter, thought I would add it here. I am awaiting feedback from the ldap admins on the article and will give feedback here if this solved it. https://social.technet.microsoft.com/Forums/en-US/8ebae09d-299c-4486-b188-ce1715f7bc36/question-about-using-a...
by cbruigom
23 Nov 2016, 16:43
Forum: Help
Topic: LDAP group inheritance issue
Replies: 4
Views: 439

LDAP group inheritance issue

Hi There, I am having an issue with LDAP inheritance. Basically OTRS is setup to connect to and LDAP backend, with sync option on as well as role sync. Whats happening is that if the permission is assigned directly to the person in AD that person can sign into OTRS, if its assigned indirectly throug...
by cbruigom
18 Nov 2016, 14:21
Forum: General
Topic: Process Management TicketCreate
Replies: 3
Views: 585

Re: Process Management TicketCreate

Thanks root...

Any idea on the second question, is it possible to use the hash ref vs smarttags?
by cbruigom
18 Nov 2016, 09:19
Forum: General
Topic: Process Management TicketCreate
Replies: 3
Views: 585

Re: Process Management TicketCreate

Anyone got any ideas?
by cbruigom
17 Nov 2016, 13:22
Forum: General
Topic: Process Management TicketCreate
Replies: 3
Views: 585

Process Management TicketCreate

Hi There, I have a question around Key and Value pairs in Process Management. This forum post ( http://lists.otrs.org/pipermail/itsm//2013-April/001260.html) says you have access to all the %Ticket hash ref data, but it seems I can only get it to work with smarttags on some fields. An example is: I ...
by cbruigom
28 Jul 2016, 21:37
Forum: Help
Topic: Parse UserLogin with TicketCreate
Replies: 4
Views: 534

Re: Parse UserLogin with TicketCreate

Thanks Egglio, Yes that does help I can see who created the ticket. I was hoping I could use that information within the transition action "CreateTicket" and parse it to other fields used for the ticket creation but it doesnt seem those work in process tickets. An example is UserLogin or <...
by cbruigom
28 Jul 2016, 18:12
Forum: Help
Topic: Parse UserLogin with TicketCreate
Replies: 4
Views: 534

Re: Parse UserLogin with TicketCreate

Hi Egglio,

Thanks for the response - could you let me know where you see that entry? Is it in the transition action?
by cbruigom
28 Jul 2016, 16:38
Forum: Help
Topic: Parse UserLogin with TicketCreate
Replies: 4
Views: 534

Parse UserLogin with TicketCreate

Hi all, Anyone had any luck\expereince with parsing the current user login info (agent) within the TicketCreate fucntion in process tickets? I want to be able to show who created the new ticket and it should be set to UserLogin but I cant seem to find anyway to parse it. I have also tried using the ...
by cbruigom
03 Jun 2016, 10:53
Forum: Help
Topic: OTRS in a shared cloud model
Replies: 1
Views: 232

OTRS in a shared cloud model

Can anyone give me any advice on how best to setup OTRS in a shared cloud model where you would have multiple external customers. This would mean that the customers and the agents need to be separated per external customer. I dont want to have separate instances per customer as hoping to benefit fro...
by cbruigom
18 Feb 2016, 20:36
Forum: General
Topic: Process Management and ITSM
Replies: 4
Views: 563

Re: Process Management and ITSM

Hi Flo,

So is the ITSM capability like CIP matrix on process tickets developed in OTRS 5?

Regards,
by cbruigom
18 Feb 2016, 20:34
Forum: Help
Topic: Queue transfer counter
Replies: 0
Views: 208

Queue transfer counter

I am looking to create a counter that I can display through a dynamic field for the number of times that a ticket has been re-assigned (queue move). In an attempt I have implemented two dynamic fields a pre and a current counter as dropdowns that have a range of 0 to +10. I have a Generic agent that...
by cbruigom
16 Feb 2016, 16:43
Forum: General
Topic: Process Management and ITSM
Replies: 4
Views: 563

Re: Process Management and ITSM

Anyone seen or noticed this before? Still hoping to find out why this may be....
by cbruigom
09 Feb 2016, 13:24
Forum: General
Topic: Process Management and ITSM
Replies: 4
Views: 563

Process Management and ITSM

We are having difficulty getting the priority calculated based on Criticality and Impact when logging process tickets. In fact it seems to ignore the CIP matrix completely. Comparing AgentTicketPhone.pm and AgentTicketProcess.pm it would seem none of the ITSM functions are within the process file. A...
by cbruigom
10 Nov 2015, 07:56
Forum: Help
Topic: Customer User field in AgentTicketProcess
Replies: 3
Views: 405

Re: Customer User field in AgentTicketProcess

hi Crythias,

thanks for the response. I however dont have Customer user as an option regardless of how i define the activity dialog. Do you know if there may be a setting that activates it as an available fields to drag into the AD?

Regards,
by cbruigom
06 Nov 2015, 12:24
Forum: Help
Topic: Customer User field in AgentTicketProcess
Replies: 3
Views: 405

Customer User field in AgentTicketProcess

Hi All, I have created a process to be used by primarily customers to register certain service requests. the process works fine one the customer portal where the logged in customer info drives various conditions and ACL's for service limitation etc. however in cases that agents need to log these on ...
by cbruigom
30 Jul 2015, 10:51
Forum: Help
Topic: (SOLVED) Customer_ID during registration?
Replies: 20
Views: 3193

Re: (SOLVED) Customer_ID during registration?

Hi all, I recently followed this post for a similar requirement around mapping just the domain part of the email address into the CustomerID field. i thought i would share that, I am currently using OTRS 4, so .dtl files dont apply anymore there are .tt files To add the CustomerID field to the #Sign...
by cbruigom
30 Apr 2015, 22:49
Forum: Help
Topic: Activating date / time Dynamic Fields via the postmaster filter
Replies: 5
Views: 1110

Re: Activating date / time Dynamic Fields via the postmaster filter [SOLVED]

I'm afraid I don't know what the problem is. If the data is updated, then what's the problem? Ok I found this in the admin manual (RTFM)... And although it is for the pending date it actually shows a different date format to use, when I change to that It writes it. Looks like the format of the date...
by cbruigom
30 Apr 2015, 21:39
Forum: Help
Topic: Activating date / time Dynamic Fields via the postmaster filter
Replies: 5
Views: 1110

Re: Activating date / time Dynamic Fields via the postmaster filter

Hey crythias,

Ok so your point is? Any idea how I can update and activate the date / time dynamic field as I am trying to do?
by cbruigom
30 Apr 2015, 21:11
Forum: Help
Topic: Activating date / time Dynamic Fields via the postmaster filter
Replies: 5
Views: 1110

Re: Activating date / time Dynamic Fields via the postmaster filter

An update on this issue: If I parse the string to the Follow-up headers then the values are written. In the syslog I now get: Filter: 'calendar' Set param 'X-OTRS-FollowUp-DynamicField-TicketCalendarStartTime' to '04/30/2015 21:15:00' I notice before that there were errors in the syslog saying: Coul...
by cbruigom
30 Apr 2015, 20:35
Forum: Help
Topic: Activating date / time Dynamic Fields via the postmaster filter
Replies: 5
Views: 1110

Activating date / time Dynamic Fields via the postmaster filter

Hi There, I am using a regex to look for a date / time string in the body of an incoming mail and then via the post master filter use the [***] to set a date / time dynamic field. If I parse the string to a plain text field it is in the right format i.e 04/30/2015 20:30:00. What happens however is i...
by cbruigom
25 Feb 2015, 21:04
Forum: Howtos
Topic: How to get rid of /otrs/ in your URI
Replies: 23
Views: 32070

Re: How to get rid of /otrs/ in your URI

Hi There, I would like to confirm if this post still applies to OTRS 4? I have made the changes as per the original post and can now access OTRS without having to type in /otrs/index.pl however there are additional lines within the otrs.conf that are delivered with OTRS 4 that are not referenced in ...
by cbruigom
04 Feb 2015, 22:06
Forum: Help
Topic: Using RegEx inside class definitions
Replies: 0
Views: 267

Using RegEx inside class definitions

Hi All, Does anyone know how to build a RegEx inside a class definition? Is it even possible? e.g: { Key => 'Type', Name => 'Type', Searchable => 1, Input => { Type => 'GeneralCatalog', Class => ['[RegEx]ITSM::ConfigItem::Products::Type'], Translation => 1, }, }, What I want to achieve is when i ent...
by cbruigom
03 Feb 2015, 10:59
Forum: Help
Topic: Linking Dynamic fields to the Service and SLA forms
Replies: 5
Views: 732

Re: Linking Dynamic fields to the Service and SLA forms

Thanks for this Jojo, that works for adding a new service which is half of what I need. How can we get the new comment field to display on the services view, so that when we select a service we can see these additional preferences? Is similar capability available for the SLA side? Thanks for the ass...
by cbruigom
03 Feb 2015, 00:39
Forum: Help
Topic: Linking Dynamic fields to the Service and SLA forms
Replies: 5
Views: 732

Re: Linking Dynamic fields to the Service and SLA forms

Hi Jojo,

Apologies.. It would be the new or "zoom" of both the service and SLA forms, so on the Service side:
New:
Action=AdminService;Subaction=ServiceEdit;ServiceID=NEW
Zoom:
Action=AgentITSMService

SLA
New:
Action=AdminSLA;Subaction=SLAEdit
Zoom:
Action=AgentITSMSLA
by cbruigom
02 Feb 2015, 21:04
Forum: Help
Topic: Linking Dynamic fields to the Service and SLA forms
Replies: 5
Views: 732

Linking Dynamic fields to the Service and SLA forms

Hi All,

Is it possible to add dynamic fields to either the SLA or service forms. This is in cases were additional service attributes need to be captured for both. I dont see anywhere in the sysconfig where you can do this.

Hoping someone has done it before!

Regards,
Clinton
by cbruigom
30 Jan 2015, 21:00
Forum: Help
Topic: Service Field on Additional ITSM Fields
Replies: 0
Views: 188

Service Field on Additional ITSM Fields

Hi There, I have enabled the Service Field on the Additional ITSM fields through the sysconfig however when going into a ticket and clicking into this area the drop down on the service field is empty (there are services created). It quite an old version of OTRS that the customer is running (3.1.10)....
by cbruigom
21 Sep 2014, 01:08
Forum: OTRS Developers
Topic: Prefix ticket number
Replies: 1
Views: 753

Prefix ticket number

Is it possible to prefix the ticket number with which ever queue that ticket is in? This is a specific customer requirement, and although it doesnt seem useful they still require it. I currently found this thread which seems like it can be done however havent managed to get it right: http://www.open...
by cbruigom
21 Sep 2014, 00:47
Forum: OTRS Developers
Topic: Create Customer API
Replies: 3
Views: 926

Re: Create Customer API

Thanks I managed with the AddCustomer.pl script
by cbruigom
12 Sep 2014, 04:10
Forum: OTRS Developers
Topic: Create Customer API
Replies: 3
Views: 926

Create Customer API

Can anyone assist with information regarding a way of creating a customer in OTRS via the OTRS API/SOAP or other methods? Currently we have been able to create a ticket via the rpc.pl however there doesnt seem to be a standard means of creating a customer using the same method. I am using OTRS 3.3.5...
by cbruigom
23 Jun 2014, 10:06
Forum: Help
Topic: ACL - Tickets are still shown when they shouldnt be
Replies: 5
Views: 979

Re: ACL - Tickets are still shown when they shouldnt be

Thanks crythias,

My missing link was the group in the queue definition - thanks for all the help guys!
by cbruigom
22 Jun 2014, 19:38
Forum: Help
Topic: ACL - Tickets are still shown when they shouldnt be
Replies: 5
Views: 979

Re: ACL - Tickets are still shown when they shouldnt be

Thanks for responding, the reason I was using ACL's was I wasnt aware that role/group could allow me to secure certain queues/tickets based on role/agent. Please can you give me an example of how you would achieve this as I still dont see how to do it? I am looking to securing different queues to di...
by cbruigom
20 Jun 2014, 17:20
Forum: Help
Topic: ACL - Tickets are still shown when they shouldnt be
Replies: 5
Views: 979

ACL - Tickets are still shown when they shouldnt be

Hi There, I have created a set of ACL's in an attempt to prevent certain agents seeing certain queues as well as the tickets in those queues, however what is happening is just the actual queue is not displayed the tickets in those queues can still be seen if clicking on queueview for example. Does a...
by cbruigom
19 Apr 2014, 19:39
Forum: General
Topic: Routing customer portal tickets to different queue
Replies: 3
Views: 979

Re: Routing customer portal tickets to different queue

Hi Crythias, I thought that customer based groups was not preferable to be used? I was using CustomerID to group my customers. The thing is that I am allowing public customers to try out OTRS. As I said from email thats not an issue but from the portal it becomes a little more difficult. The reason ...
by cbruigom
17 Apr 2014, 23:46
Forum: General
Topic: Routing customer portal tickets to different queue
Replies: 3
Views: 979

Routing customer portal tickets to different queue

Hello, I am looking for any ideas around how I can automatically assign a queue to different types of customers, creating tickets through the customer portal. I have one broad group of customers for demo purposes "Demo" and one for public customers "Public". If they create ticket...

Go to advanced search