Search found 36 matches
- 08 May 2017, 09:45
- Forum: Help
- Topic: Customer Notification and Auto Response - Process Management
- Replies: 0
- Views: 1357
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...
- 12 Feb 2017, 07:57
- Forum: Help
- Topic: REGEXP in ACL match settings - match two words on multi select
- Replies: 1
- Views: 1071
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...
- 24 Nov 2016, 22:37
- Forum: Help
- Topic: LDAP group inheritance issue
- Replies: 4
- Views: 2084
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...
- 23 Nov 2016, 16:43
- Forum: Help
- Topic: LDAP group inheritance issue
- Replies: 4
- Views: 2084
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...
- 18 Nov 2016, 14:21
- Forum: General
- Topic: Process Management TicketCreate
- Replies: 3
- Views: 2009
Re: Process Management TicketCreate
Thanks root...
Any idea on the second question, is it possible to use the hash ref vs smarttags?
Any idea on the second question, is it possible to use the hash ref vs smarttags?
- 18 Nov 2016, 09:19
- Forum: General
- Topic: Process Management TicketCreate
- Replies: 3
- Views: 2009
Re: Process Management TicketCreate
Anyone got any ideas?
- 17 Nov 2016, 13:22
- Forum: General
- Topic: Process Management TicketCreate
- Replies: 3
- Views: 2009
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 ...
- 28 Jul 2016, 21:37
- Forum: Help
- Topic: Parse UserLogin with TicketCreate
- Replies: 4
- Views: 2102
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 <...
- 28 Jul 2016, 18:12
- Forum: Help
- Topic: Parse UserLogin with TicketCreate
- Replies: 4
- Views: 2102
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?
Thanks for the response - could you let me know where you see that entry? Is it in the transition action?
- 28 Jul 2016, 16:38
- Forum: Help
- Topic: Parse UserLogin with TicketCreate
- Replies: 4
- Views: 2102
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 ...
- 03 Jun 2016, 10:53
- Forum: Help
- Topic: OTRS in a shared cloud model
- Replies: 1
- Views: 1284
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...
- 18 Feb 2016, 20:36
- Forum: General
- Topic: Process Management and ITSM
- Replies: 4
- Views: 1947
Re: Process Management and ITSM
Hi Flo,
So is the ITSM capability like CIP matrix on process tickets developed in OTRS 5?
Regards,
So is the ITSM capability like CIP matrix on process tickets developed in OTRS 5?
Regards,
- 18 Feb 2016, 20:34
- Forum: Help
- Topic: Queue transfer counter
- Replies: 0
- Views: 775
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...
- 16 Feb 2016, 16:43
- Forum: General
- Topic: Process Management and ITSM
- Replies: 4
- Views: 1947
Re: Process Management and ITSM
Anyone seen or noticed this before? Still hoping to find out why this may be....
- 09 Feb 2016, 13:24
- Forum: General
- Topic: Process Management and ITSM
- Replies: 4
- Views: 1947
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...
- 10 Nov 2015, 07:56
- Forum: Help
- Topic: Customer User field in AgentTicketProcess
- Replies: 3
- Views: 1552
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,
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,
- 06 Nov 2015, 12:24
- Forum: Help
- Topic: Customer User field in AgentTicketProcess
- Replies: 3
- Views: 1552
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 ...
- 30 Jul 2015, 10:51
- Forum: Help
- Topic: (SOLVED) Customer_ID during registration?
- Replies: 20
- Views: 9281
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...
- 30 Apr 2015, 22:49
- Forum: Help
- Topic: Activating date / time Dynamic Fields via the postmaster filter
- Replies: 5
- Views: 4245
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...
- 30 Apr 2015, 21:39
- Forum: Help
- Topic: Activating date / time Dynamic Fields via the postmaster filter
- Replies: 5
- Views: 4245
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?
Ok so your point is? Any idea how I can update and activate the date / time dynamic field as I am trying to do?
- 30 Apr 2015, 21:11
- Forum: Help
- Topic: Activating date / time Dynamic Fields via the postmaster filter
- Replies: 5
- Views: 4245
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...
- 30 Apr 2015, 20:35
- Forum: Help
- Topic: Activating date / time Dynamic Fields via the postmaster filter
- Replies: 5
- Views: 4245
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...
- 25 Feb 2015, 21:04
- Forum: Howtos
- Topic: How to get rid of /otrs/ in your URI
- Replies: 23
- Views: 131305
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 ...
- 04 Feb 2015, 22:06
- Forum: Help
- Topic: Using RegEx inside class definitions
- Replies: 0
- Views: 787
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...
- 03 Feb 2015, 10:59
- Forum: Help
- Topic: Linking Dynamic fields to the Service and SLA forms
- Replies: 5
- Views: 2414
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...
- 03 Feb 2015, 00:39
- Forum: Help
- Topic: Linking Dynamic fields to the Service and SLA forms
- Replies: 5
- Views: 2414
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
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
- 02 Feb 2015, 21:04
- Forum: Help
- Topic: Linking Dynamic fields to the Service and SLA forms
- Replies: 5
- Views: 2414
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
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
- 30 Jan 2015, 21:00
- Forum: Help
- Topic: Service Field on Additional ITSM Fields
- Replies: 0
- Views: 793
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)....
- 21 Sep 2014, 01:08
- Forum: Developers
- Topic: Prefix ticket number
- Replies: 1
- Views: 4684
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...
- 21 Sep 2014, 00:47
- Forum: Developers
- Topic: Create Customer API
- Replies: 3
- Views: 2715
Re: Create Customer API
Thanks I managed with the AddCustomer.pl script
- 12 Sep 2014, 04:10
- Forum: Developers
- Topic: Create Customer API
- Replies: 3
- Views: 2715
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...
- 23 Jun 2014, 10:06
- Forum: Help
- Topic: ACL - Tickets are still shown when they shouldnt be
- Replies: 5
- Views: 2492
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!
My missing link was the group in the queue definition - thanks for all the help guys!
- 22 Jun 2014, 19:38
- Forum: Help
- Topic: ACL - Tickets are still shown when they shouldnt be
- Replies: 5
- Views: 2492
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...
- 20 Jun 2014, 17:20
- Forum: Help
- Topic: ACL - Tickets are still shown when they shouldnt be
- Replies: 5
- Views: 2492
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...
- 19 Apr 2014, 19:39
- Forum: General
- Topic: Routing customer portal tickets to different queue
- Replies: 3
- Views: 2494
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 ...
- 17 Apr 2014, 23:46
- Forum: General
- Topic: Routing customer portal tickets to different queue
- Replies: 3
- Views: 2494
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...