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by fcasal
18 Jan 2018, 17:45
Forum: Help
Topic: Systemlog filled with "Need Querystring!"
Replies: 1
Views: 89

Re: Systemlog filled with "Need Querystring!"

Check the apache logs for more information
by fcasal
15 Jan 2018, 13:31
Forum: General
Topic: Notifications
Replies: 3
Views: 138

Re: Notifications

Please, attach the logs.
by fcasal
15 Jan 2018, 13:30
Forum: Help
Topic: OTRS 4.0.1
Replies: 2
Views: 88

Re: OTRS 4.0.1

I think is not a problem of the otrs but the database configuration. Check in the mysql doc how to improve the innodb configuration.
by fcasal
10 Jan 2018, 15:43
Forum: Help
Topic: OTRS 5 not running generic agent jobs
Replies: 2
Views: 93

Re: OTRS 5 not running generic agent jobs

First of all, update to last 5 version.

Then try again.

Best regards.
by fcasal
10 Jan 2018, 14:17
Forum: General
Topic: OTRS problem after upgrade
Replies: 8
Views: 209

Re: OTRS problem after upgrade

mmm it seems a problem of permissions, tell us how did you realize the update, please.
by fcasal
10 Jan 2018, 14:05
Forum: Help
Topic: OTRS 6 ITSM change template
Replies: 8
Views: 187

Re: OTRS 6 ITSM change template

Forget what I said.

You have to update the otrs to 6.0.3 because in the patch 3 of the ITSM Change is that:


Bug# 13418 – Creating change from template does not create workorders and causes 100% CPU load.

Best regards.
by fcasal
10 Jan 2018, 14:01
Forum: Help
Topic: OTRS 6 ITSM change template
Replies: 8
Views: 187

Re: OTRS 6 ITSM change template

Not really because in the release notes from patch 2 and 3 I don´t see any fix for that. I tried to reply your issue but for me works correctly. I made it with Otrs 6.0.3 ITSM Changes > New Title : Proof Description : Any Justification : Any Create Inside the change, Add Workorder Title : Work Instr...
by fcasal
10 Jan 2018, 10:16
Forum: Help
Topic: OTRS 6 ITSM change template
Replies: 8
Views: 187

Re: OTRS 6 ITSM change template

No, I think is the correct way of doing it, because I do like you.

Which version of otrs do you have?
by fcasal
09 Jan 2018, 17:30
Forum: Help
Topic: OTRS 6 ITSM change template
Replies: 8
Views: 187

Re: OTRS 6 ITSM change template

If you create the template with the workordes, it should maintain. Could you explain how did you create the template?
by fcasal
06 Jan 2018, 08:09
Forum: Ayuda
Topic: AYUDA EL CORREO NO CONECTA.
Replies: 3
Views: 161

Re: AYUDA EL CORREO NO CONECTA.

Lo primero que te recomiendo es que actualices, al menos, al último parche de la versión 3 del otrs. Aunque lo idóneo sería actualizar a una versión 4 o superior, ya que se solventan muchos problemas. Verifica que desde la máquina donde está el OTRS llegas hasta outlook.office365.com ¿responde a pin...
by fcasal
05 Jan 2018, 13:37
Forum: Ayuda
Topic: AYUDA CONFIGURACION MAIL
Replies: 4
Views: 268

Re: AYUDA CONFIGURACION MAIL

Por favor, abre un tique nuevo con tu petición, para no mezclar.

Saludos.
by fcasal
02 Jan 2018, 17:03
Forum: Help
Topic: errors after upgrade to V 6.0.3
Replies: 6
Views: 242

Re: errors after upgrade to V 6.0.3

Have you upgraded the modules of OTRS?
by fcasal
19 Dec 2017, 12:36
Forum: General
Topic: OTRS6 install - unable to Lock Default Settings
Replies: 3
Views: 305

Re: OTRS6 install - unable to Lock Default Settings

The otrs installer creates its own database, so if it is a new installation, delete the database and let the installer to create a new one.
by fcasal
18 Dec 2017, 21:35
Forum: General
Topic: OTRS6 install - unable to Lock Default Settings
Replies: 3
Views: 305

Re: OTRS6 install - unable to Lock Default Settings

The error looks like that cames form the mysql database so one question: is the database empty?
by fcasal
14 Dec 2017, 16:19
Forum: Ayuda
Topic: ¡Modo seguro activo! - Inicio a OTRS via web
Replies: 1
Views: 96

Re: ¡Modo seguro activo! - Inicio a OTRS via web

Por favor, deja de duplicar hilos, o en ingles o en castellano, pero si no es una locura.

Gracias.
by fcasal
13 Dec 2017, 16:10
Forum: Help
Topic: OTRS Slow
Replies: 4
Views: 265

Re: OTRS Slow

It should enough for work well. Is is interesting to upgrade to the last patch level and restart de OS. it is a virtual machine?

Also you can check the system process with htop
by fcasal
12 Dec 2017, 22:19
Forum: General
Topic: otrs cant upgrade
Replies: 5
Views: 320

Re: otrs cant upgrade

I think is better to follow the manual for upgrade:

http://doc.otrs.com/doc/manual/admin/st ... ating.html

Greetings.
by fcasal
12 Dec 2017, 16:44
Forum: Ayuda
Topic: 500 Internal Server Error
Replies: 8
Views: 249

Re: 500 Internal Server Error

Podría ser un tema de permisos o de módulos. ¿Están todos los módulos instalados? Se comprueba con perl /opt/otrs/bin/otrs.CheckModules.pl Si es de permisos, habilita escritura al usuario otrs a la carpeta /opt/otrs y verifica que los pasos del punto 2.8 Step 7: File permissions han sido realizados....
by fcasal
12 Dec 2017, 16:34
Forum: General
Topic: Las notificaciones no se envian a agentes
Replies: 3
Views: 202

Re: Las notificaciones no se envian a agentes

Sí que es extraño y no se me ocurre de que pueda ser. Si lo solucionas, ponlo aquí para futuras consultas.

Saludos.
by fcasal
12 Dec 2017, 16:32
Forum: Help
Topic: Service Catalog Implementation Display
Replies: 2
Views: 291

Re: Service Catalog Implementation Display

HM123, please, open a new issue, not reopen an old one. And explain better which is the problem concrete you have.

If you only need a guide, here you have:

http://doc.otrs.com/doc/manual/itsm/sta ... index.html


Greetings!
by fcasal
12 Dec 2017, 16:28
Forum: Help
Topic: OTRS Slow
Replies: 4
Views: 265

Re: OTRS Slow

Please, give us the following information:

- Is the database in the same machine of the app?
- Which database are otrs using?
- How many resources has: ram, cpu, hdd
- Is the machine shared with another service?
- Which versión of otrs is installed?
- Which OS are you using?
- ...
by fcasal
10 Dec 2017, 17:51
Forum: General
Topic: Las notificaciones no se envian a agentes
Replies: 3
Views: 202

Re: Las notificaciones no se envian a agentes

Hola,

no acabo de entender tu problema. Hasta donde yo se, cuando un agente cierra un ticket, no recibe ninguna notificación, solo el cliente. ¿solo falta ese envío?

Saludos.
by fcasal
10 Dec 2017, 17:49
Forum: Help
Topic: impossible to send message to
Replies: 8
Views: 345

Re: impossible to send message to

it sends mail without attachments?
by fcasal
10 Dec 2017, 17:45
Forum: Ayuda
Topic: Aveces no me carga si no que se queda el navegador en blanco
Replies: 1
Views: 141

Re: Aveces no me carga si no que se queda el navegador en blanco

Hola. Yo revisaría la cuestión de dos formas: Primero, estás usando una versión no soportada de otrs, que salió en junio de 2013, con lo que puede dar problemas con navegadores actuales. Además, si bien lo óptimo sería estar en la versión 6, o en la 5, comprendo que este tipo de cambios tiene su com...
by fcasal
10 Dec 2017, 17:38
Forum: Ayuda
Topic: 500 Internal Server Error
Replies: 8
Views: 249

Re: 500 Internal Server Error

Hola.

¿Qué error indica el log de Apache?

¿En qué punto exacto del manual de instalación te devuelve ese error?

Saludos
by fcasal
25 Nov 2017, 21:22
Forum: Ayuda
Topic: Access denied for user 'root'@'localhost' (using password: YES)
Replies: 5
Views: 347

Re: Access denied for user 'root'@'localhost' (using password: YES)

Mi consejo es que vuelvas a realizar la instalación paso a paso, porque es raro que no funcione. Lo de la versión te lo digo, porque la cinco va por el parche 23, que corrige muchos errores, y quizás alguno de ellos es el que te está dando la lata.
by fcasal
25 Nov 2017, 11:51
Forum: Ayuda
Topic: Access denied for user 'root'@'localhost' (using password: YES)
Replies: 5
Views: 347

Re: Access denied for user 'root'@'localhost' (using password: YES)

¿cuándo realizas el proceso de installer, te dice que ha creado la base de datos correctamente?
¿Es una instalación en limpio? Si lo es, ¿porque no instalas una versión más reciente?
by fcasal
24 Nov 2017, 19:43
Forum: Ayuda
Topic: Access denied for user 'root'@'localhost' (using password: YES)
Replies: 5
Views: 347

Re: Access denied for user 'root'@'localhost' (using password: YES)

¿llegaste a ejecutar vía web el installer.pl?
by fcasal
22 Nov 2017, 11:36
Forum: Help
Topic: More than 40 seconds to reply to client after creating ticket
Replies: 17
Views: 331

Re: More than 40 seconds to reply to client after creating ticket

I would update to the last patch level 32, because they have corrected many options.

I also check again if the modules are well installed:

shell> perl /opt/otrs/bin/otrs.CheckModules.pl
by fcasal
21 Nov 2017, 22:25
Forum: Help
Topic: More than 40 seconds to reply to client after creating ticket
Replies: 17
Views: 331

Re: More than 40 seconds to reply to client after creating ticket

Which otrs version are you using?
And linux version?
by fcasal
12 Nov 2017, 10:05
Forum: General
Topic: Empresas de Clientes
Replies: 1
Views: 148

Re: Empresas de Clientes

Sí, se puede. >Te copio el punto del manual donde se indica Customer with Multiple IDs (Company Tickets) It is possible to assign more than one customer ID to a customer. This can be useful if a customer must access tickets of other customers, e.g. a supervisor wants to watch the tickets of his assi...
by fcasal
12 Nov 2017, 09:59
Forum: General
Topic: Agregar Campo Estado
Replies: 1
Views: 146

Re: Agregar Campo Estado

Yo usaría Postmaster Filters, donde puedes usar condiciones sobre los correos recibidos y aplicar cambios de todo tipo: estado, prioridad, etc

Captura.PNG


Aquí puedes crear las condiciones que debe cumplir y que ocurre cuando se cumplen.

Saludos
by fcasal
12 Nov 2017, 09:53
Forum: General
Topic: Deshabilitar Notificaciones
Replies: 1
Views: 193

Re: Deshabilitar Notificaciones

Buenas.

¿Versión de otrs?

¿Sale algún error en el log?

Saludos
by fcasal
12 Nov 2017, 09:48
Forum: Ayuda
Topic: Hora llegada tiquetes
Replies: 1
Views: 197

Re: Hora llegada tiquetes

Puede ser por varias cosas. Para facilitar que te puedan ayudar, indica lo sguiente:

- SO donde está instalado
- Versión Otrs
- Cuenta pop o imap

Saludos
by fcasal
12 Nov 2017, 09:45
Forum: Ayuda
Topic: AYUDA CONFIGURACION MAIL
Replies: 4
Views: 268

Re: AYUDA CONFIGURACION MAIL

Mi recomendación es que actualices la versión de Otrs, erstá a punto de salir la versión 6, y muchos de los problemas se debe a usar versiones de hace tres años.

Saludos
by fcasal
10 Sep 2014, 06:51
Forum: General
Topic: Massive printing ticket options.
Replies: 3
Views: 331

Re: Massive printing ticket options.

Ok. Tnaks for the info.
by fcasal
08 Sep 2014, 06:56
Forum: General
Topic: Massive printing ticket options.
Replies: 3
Views: 331

Re: Massive printing ticket options.

Hello,

I discovered that what I need is that to print a group of tickets with the same view of AgentTicketPrint.


It is that option possible?

Thanks.
by fcasal
06 Aug 2014, 08:20
Forum: General
Topic: Massive printing ticket options.
Replies: 3
Views: 331

Massive printing ticket options.

Hello.

When I am inside a ticket I can print it /with the button print) and I have customed the pdf that is generated.

I would like to know if it is possible to select a list of tickets, and print them like I was printing one by one.

Thanks.
by fcasal
21 Apr 2014, 16:28
Forum: Help
Topic: Excessive escalation notifications
Replies: 0
Views: 118

Excessive escalation notifications

Hello, Since we´d updated to the version 3.3.5 the agents are receiving email notifications (about 3 hundred every day) with the topic Escalation. I was revising the configuration and the agents has not activate any option of notification. The other strange question is that each email came three tim...

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