Znuny and ((OTRS)) Community Edition

yep - every update create a new version and you and can view older versions by clicking on "Show Versions" BR Hi, I know the thread is old but are you sure when I import to otrs from csv it keeps the CI?. I tried before but I see the CI got a new ID, then opened tickets lost the link to t...

Hi, someone has the experience linking OTRS with GLPI ?. I know I can export the CIs in GLPI and import in OTRS using a script, in my case I'm in version 4. But I want the changes in GLPI be reflected in OTRS automatically (new, delete, updates,etc) using versioning over CI. In a first try I did som...

This threat help me a lot: viewtopic.php?t=21095

You can do a test with a new ticket, and once time is reached, check the history of the ticket and Syslog (in Admin panel). With that info is easier find the flow of the ticket and where is the trigger that escalate the ticket. Keep in mind the ticket hold the time specified in queue until you selec...

Did you develop this feature only modifying time.pm ? I need to do something like that to generate a report with the real durations

I know this thread is old, but recently I have resolved this problem doing a little change in the example of extdata.pl. use strict; use warnings; #Add Encode use Encode; use CGI qw(:standard); #use JSON; #install JSON via cpan/ppm if you want to use it instead #Add to the print header -charset => '...

Did you try modifying the code .dtl file and adding "class="Mandatory" to that field? If you check, all mandatory fields in AgentTicketEmail.dtl for example, has that property.

I have loaded 2 dynamic fields from a db using as a reference this post: http://forums.otterhub.org/viewtopic.php?t=17033. The first one (Provincia) was filled manually. http://forums.otterhub.org/download/file.php?mode=view&id=4266&sid=ec46f5419ccbc3fbafd0913a09923311 Dynamic Fields Canton ...

I tested that add-on but doesn't work for geri's purpose. It doesn't stop times and are not reflected in stats. The only way is OTRSEscalationSuspend and you have to pay. I have the same problem, my Director don't want to pay that amount for a feature. Also, if you pay support for one year, just for...

I know this thread is old but I need to know which is the best way to resolve the problem of dependent fields (I have 3: State, City, Street). For all of the people has posted I see 2 options: 1. replace Data{"DynamicFieldNamesStrg"} with explicit dynamic fields names and 2. modify Core.AJ...

Se que el tema es antiguo pero llevo mucho tiempo buscando la forma de resolver el requerimiento que se plantea en este tema, hasta le dia de hoy sin éxito. Alguien ha logrado cargar los DynamicFields de tipo Dropdownlist dependientes uno del otro incluyendo la sentencia SQL dentro de los .dtl?. Vi ...

Thank you very much!, That works

Thanks for the information reneed. I downloaded and tested the module, works perfect, move the 2 buttons outside the toolbar. But the other thing I need is to show the name of the agent logged. Do you know how to do that, doing the changes in the files I described in my last post?.

Anyone did the change?. I tried to modified some files (Core.Header.css and Header.tt). I see the css in OTRS 3.x contains a subsection "UserInfo", do I need to add this section in the new css of OTRS 4?. I see the section "ToolBar a" is the same in both versions. Also looking at...

TO whom it might interest, I think I found an Hack. Ispiration from file itself, just reasoned about CustomerNotification and AgentNotification. Please keep in mind that my last line of program or shell scripting had been on hpux 10.30, some 10 years ago.... Modify EventNotification.pm ORIGINAL # s...

Looking for a solution, I found this topic without solution. Well, I have found another with the explanation to easily change the format, just follow the instructions: viewtopic.php?f=61&t=7033

Now, I have a sort ticket # (yymmddxxx)

Thank you for share your experience, is so helpful, I'm installing today OTRS in CentOS 7 as a migration project and also I'm so worried about the point 3 that you comment. I hope there a response soon about mod_perl

I resolve my problem modifying Sysconfig Ticket::Frontend::ShowCustomerTickets and set value "NO". Option set in YES lets show all tickets, even not mine or assigned to agent. Always I can see in My Queues section of each Agent all queues I don't know why, because don't have permissions ov...

Para el que le interese, al final salían casos que no eran de mis colas porque era necesario modificar en Sysconfig Ticket::Frontend::ShowCustomerTickets "NO". De igual manera siguen apareciendo en My Queues colas en las cuales no tengo permisos, ignoro la causa.

Hola. Tengo un problema con respecto a los tickets que se muestran en el dashboard. Para explicarlo de manera mas clara, digamos que tengo 2 grupos, SW y HW, además 2 colas con los mismos nombres. Para cada grupo tengo su respectivo agente. El asunto, es que aunque no tenga derechos de lectura ni de...

Hi. I tried many times and of different ways to refresh the changes what I've done in Agents<> Groups to be reflected in My Queues (section of the Agent). When I see the dashboard I can see All Tickets of both existing groups, but both groups (HW and SW) are assigned with RW permissions only over it...

Thank you reneeb, finally I installed Znuny4OTRS - Escalation suspend. After I had created the new types, I think in use only pending, but anyway, I found a solution.

In my case I have 3 States what I want to use to stop the time of any SLA (Suspended waiting for part, Suspended for emergency and Waiting customer's response), new state types were created or customized. A real case is when I resolved a problem and I'm waiting for customer's response before to clos...

I am in the same problem. Anyone knows the way to stop the time in specific ticket state?

jojo wrote:I deleted the link as you breached the copyright and licence of Active State.

Oh sorry, I didn't know, I had downloaded FREE... like the current versions

I realized during my last OTRS-Installation on Windows2008, that the PerlEX30.dll File is missing, in the Perl-Package "5.16.3.1604" from their webpage. Try an older one... or get the file from somewhere. Its not an OTRS-Bug AFAIK. Cheers swype I have resolved my problem installing an old...