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by nedmaj
01 Jun 2017, 18:42
Forum: Help
Topic: Process management -> IF NOT condition
Replies: 5
Views: 208

Re: Process management -> IF NOT condition

Or maybe:

Code: Select all

^(?!word1|word2).*$
by nedmaj
31 May 2017, 15:42
Forum: General
Topic: [SOLVED] Send an e-mail without create an article
Replies: 2
Views: 151

Re: Send an e-mail without create an article

Thank you jojo,

Maybe I could use the add on (made by Cape-IT) to delete the article after sending the e-mail.
by nedmaj
30 May 2017, 17:49
Forum: General
Topic: [SOLVED] Send an e-mail without create an article
Replies: 2
Views: 151

[SOLVED] Send an e-mail without create an article

Good day everyone! I got a situation where an agent in a certain queue should send some passwords and a message to a customer. There is already a template which easies that. But the article is saved in the ticket and so the passwords. So any agent with read permissions could get access to the custom...
by nedmaj
29 May 2017, 16:41
Forum: Help
Topic: [SOLVED] Process behaving different when transition is triggered by postmaster filter
Replies: 4
Views: 238

Re: [SOLVED] Process behaving different when transition is triggered by postmaster filter

I would have expected that too. But that was not the case. Maybe some bug worth reporting?
by nedmaj
26 May 2017, 20:43
Forum: Help
Topic: [SOLVED] Process behaving different when transition is triggered by postmaster filter
Replies: 4
Views: 238

Re: Process behaving different when transition is triggered by postmaster filter

Hi guys,

I've just found out what was going on. Postmaster is handled by the Daemon, who creates a in memory copy of the process (maybe it does a copy of other definitions as well). So we need to restart Daemon everytime process definition is changed. That solved the problem.

Best regards!

:D
by nedmaj
25 May 2017, 23:29
Forum: Help
Topic: [SOLVED] Process behaving different when transition is triggered by postmaster filter
Replies: 4
Views: 238

[SOLVED] Process behaving different when transition is triggered by postmaster filter

Hi guys, I got a problem with a process behaving differently when transition is triggered by postmaster filter. I've got an activity with three transitions. Each one moves (transition action) the ticket to a specific queue. Both transitions are triggered by ticket approval and depending on some othe...
by nedmaj
17 May 2017, 16:04
Forum: Help
Topic: Problem: Performance on OTRS
Replies: 3
Views: 193

Re: Problem: Performance on OTRS

Hi, We use OTRS 5.0.17 and it's very fast. StaticDB is recommended (refer to the Performance Tuning Guide in OTRS docs; I suggest you follow all the recommendations). Also, it looks like you are out of memory. I suggest you to increase your RAM to 16GB (you will need it in order to follow the tmpfs ...
by nedmaj
09 May 2017, 22:15
Forum: General
Topic: ERROR MailAccountFetch-53
Replies: 6
Views: 304

Re: ERROR MailAccountFetch-53

Yes, I've seen that I have a large email inbox, but I can not remove it. I would just like to disable this notification. "Another question" Can I increase tolerance for larger emails like this? Thanks for listening!! :) I think this kind of notification is a new feature of OTRS 5. OTRS 4 ...
by nedmaj
09 May 2017, 22:09
Forum: General
Topic: Deleting all tickets out of the misc queue?
Replies: 2
Views: 193

Re: Deleting all tickets out of the misc queue?

Hi,

Remember to clean table survey_request, looking for deleted tickets, if you are using Survey package.
by nedmaj
09 May 2017, 22:07
Forum: Help
Topic: Email fetching does not work
Replies: 8
Views: 243

Re: Email fetching does not work

Hi,

Looks like some problem with a postmaster filter, or maybe a system monitoring filter, trying to process your mail. I suggest you double check it.
by nedmaj
08 May 2017, 23:20
Forum: Help
Topic: OTRS 5s log error notifications to root@localhost
Replies: 4
Views: 179

Re: OTRS 5s log error notifications to root@localhost

Thanks root!

But wasn't the cron replaced by the OTRS Daemon?
by nedmaj
08 May 2017, 22:33
Forum: Help
Topic: OTRS 5s log error notifications to root@localhost
Replies: 4
Views: 179

Re: OTRS 5s log error notifications to root@localhost

Log error example: May 8 17:30:07 corvette OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-0[12681]: [Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][Line:51]: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAcco...
by nedmaj
08 May 2017, 21:51
Forum: Help
Topic: OTRS 5s log error notifications to root@localhost
Replies: 4
Views: 179

OTRS 5s log error notifications to root@localhost

Hi everyone, We upgraded our production environment to OTRS 5s on last saturday. Today we've noticed several emails sent from OTRS to root@localhost. After some while, we've noticed the emails were about some error messages at /var/log/messages related to some tasks handled by the Daemon. Since root...
by nedmaj
04 May 2017, 14:37
Forum: Help
Topic: Limit in Search button (CSV,EXCEL)
Replies: 1
Views: 106

Re: Limit in Search button (CSV,EXCEL)

Hi,

I use 100000 and it works just fine (query results returns in about 10 seconds depending on the criteria).

I would suggest you to verify your database performance.
by nedmaj
28 Apr 2017, 17:57
Forum: Geral
Topic: ITSMChangeManagement provavelmente será descontinuado
Replies: 1
Views: 200

ITSMChangeManagement provavelmente será descontinuado

Pessoal, Recentemente tive a oportunidade de participar de um evento da OTRS Group aqui em Brasília/DF. Conversando com os diretores que estiveram presentes, ficou evidente para mim que o pacote ITSMChangeManagement será descontinuado. OTRS está focando bastante no módulo de Process Management e a i...
by nedmaj
28 Apr 2017, 17:52
Forum: Geral
Topic: Treinamento Processo com Otrs
Replies: 1
Views: 167

Re: Treinamento Processo com Otrs

Olá Antônio,

Onde você está localizado?
by nedmaj
27 Apr 2017, 18:27
Forum: Help
Topic: DynamicFieldITSMConfigItem show only linked CI in Customer Frontend
Replies: 4
Views: 168

Re: DynamicFieldITSMConfigItem show only linked CI in Customer Frontend

Take a look at the dynamic field constrictions config. May be of help.
by nedmaj
20 Apr 2017, 20:17
Forum: Help
Topic: Notifications on process ticket
Replies: 2
Views: 250

Re: Notifications on process ticket

Hi, This a basic notification. Just choose an apropriate event. Filter the process using the ProcessManagementProcessID field (ticket filter). Define the recipients (may be any valid e-mail address). And compose the text using tags to get a dynamic field value (ex.: <OTRS_TICKET_DynamicField_*>). Se...
by nedmaj
20 Apr 2017, 19:34
Forum: General
Topic: ITSMConfigItemReference DynamicField constrictions examples
Replies: 0
Views: 158

ITSMConfigItemReference DynamicField constrictions examples

Hi, I would like to share some examples on how to use the constrictions since this add-on documentation don't have any. Example 1 : Allow only CIs of type 82 and kind 3 (type and kind must be attributes of the CI class being used) Type::Configuration::82::1 Kind::Configuration::3::1 Example 2 : Allo...
by nedmaj
19 Apr 2017, 21:26
Forum: OTRS Developers
Topic: Assign new ticket to one of the online agent with same queue
Replies: 13
Views: 1709

Re: Assign new ticket to one of the online agent with same queue

Hi guys,

My apologies to post in such a old topic.

I've just realize that it's possible to achieve something similar using a data base trigger. Notifications and other events, unfortunately, would be bypassed.

I'm working on a trigger to do just that. I'll post here asap.

[]s
by nedmaj
18 Apr 2017, 18:54
Forum: Help
Topic: Transition Regex
Replies: 3
Views: 184

Re: Transition Regex

Hi,

A regex will only work for the recorded field value. If the field value is 999006 the regex above will never match.

I think a solution would be ajust you dynamic field setting in order to record another key with the value you want to evaluate. Maybe a composed key.

Best regards!
by nedmaj
18 Apr 2017, 18:40
Forum: Help
Topic: Save closing ticket in FAQ
Replies: 2
Views: 128

Re: Save closing ticket in FAQ

Hi,

Of course it is possible! OTRS is a open source software, so everything is possible :D

I think what you need is a new Event. There is a lot of material here about how to implement a new Event.

Another option would be to code a Module and execute it using a Generic Agent.

Best regards!
by nedmaj
18 Apr 2017, 18:35
Forum: Help
Topic: How to give admin tab access to another agent
Replies: 1
Views: 93

Re: How to give admin tab access to another agent

Hi,

In order to give access to Admin tab, with all its actions, one should have SysAdmin role.

But you could choose only certain actions to give access to. You could create new groups, or use existing ones, and change the values at Frontend::Admin::ModuleRegistration.

Best regards,

Samuel
by nedmaj
11 Apr 2017, 15:10
Forum: Help
Topic: Process Management - Dynamic, Dynamic Fields on Activity Dialog
Replies: 3
Views: 147

Re: Process Management - Dynamic, Dynamic Fields on Activity Dialog

I didn't find a easy topic about that. Maybe this one may be of help: http://forums.otterhub.org/viewtopic.php?f=60&t=24116 What you have to do: 1. Create a javascript file with the necessary code to do what you want (suggest use jquery). 2. Save it under var/httpd/htdocs/js/thirdparty... (sugge...
by nedmaj
11 Apr 2017, 14:54
Forum: Help
Topic: LDAP Data not showing in report since v5 Upgrade
Replies: 5
Views: 187

Re: LDAP Data not showing in report since v5 Upgrade

retro2707 wrote:Not sure why this changed with the upgrade.


Strange. Suggest you double check the ZZZAuto.pm.
by nedmaj
10 Apr 2017, 18:35
Forum: Help
Topic: [SOLVED] Customize 'From' Field in Agent Ticket Zoom View
Replies: 3
Views: 170

Re: Customize 'From' Field in Agent Ticket Zoom View

I think is already that way with notes.

In the other cases, I think there is no way to do so.
by nedmaj
10 Apr 2017, 18:26
Forum: Help
Topic: LDAP Data not showing in report since v5 Upgrade
Replies: 5
Views: 187

Re: LDAP Data not showing in report since v5 Upgrade

Hi,

What report are you talking about? Is that a OTRS report?
by nedmaj
10 Apr 2017, 18:17
Forum: Help
Topic: Disallow customer user creation for a role
Replies: 2
Views: 134

Re: Disallow customer user creation for a role

jbaptiste wrote:
... Is this possible ?

Thanks.


I don't think so. It's all or nothing.
by nedmaj
10 Apr 2017, 18:10
Forum: Help
Topic: Process Management - Dynamic, Dynamic Fields on Activity Dialog
Replies: 3
Views: 147

Re: Process Management - Dynamic, Dynamic Fields on Activity Dialog

Hi,

There is no way to do so with OTRS free without some extra programming.

You may define a single activity dialog and stick with JQuery to hide/show some fields.

Remember to configure OTRS to load all your relevant javascript.
by nedmaj
06 Apr 2017, 18:58
Forum: Help
Topic: How otrs recognizes follow up e-mails
Replies: 2
Views: 195

Re: How otrs recognizes follow up e-mails

Hi,

Yes. OTRS does use some headers.

You could define some filter using a Postmaster Filter.
by nedmaj
06 Apr 2017, 18:55
Forum: Help
Topic: Survey Hook
Replies: 2
Views: 160

Re: Survey Hook

Hi, About the survey hook, is just a prefix to identify the survey notifications that will be send to customers. The default value is just fine. Please make sure you reviewed all the documentation about it. In System Config > Survey > Core::Survey > Survey::SendInHoursAfterClose you will also notice...
by nedmaj
03 Apr 2017, 19:17
Forum: General
Topic: No such binary: /usr/sbin/sendmail!
Replies: 7
Views: 283

Re: No such binary: /usr/sbin/sendmail!

Probably you have postfix installed and you yet don't have a symbolic link pointing /usr/sbin/sendmail to /usr/sbin/sendmail.postfix.
by nedmaj
31 Mar 2017, 22:49
Forum: Help
Topic: DynamicField issue
Replies: 18
Views: 629

Re: DynamicField issue

Without access to your machine I can suggest only one thing left: delete your process and recreate it.
by nedmaj
31 Mar 2017, 22:26
Forum: Help
Topic: DynamicField issue
Replies: 18
Views: 629

Re: DynamicField issue

Do you have any ACL using this field? If so, post it please.
by nedmaj
31 Mar 2017, 20:20
Forum: Help
Topic: DynamicField issue
Replies: 18
Views: 629

Re: DynamicField issue

Have you seen these ones: TicketDynamicFieldUpdate Updated: FieldName=PM1AssignedRep; Value=A007 - Seth Mostero ;OldValue=; - Ticket System 03/30/2017 12:04:03 (...) TicketDynamicFieldUpdate Updated: FieldName=PM1AssignedRep; Value= ;OldValue=A007 - Seth Mostero; - Ticket System 03/30/2017 12:04:04 ...
by nedmaj
31 Mar 2017, 19:33
Forum: Help
Topic: DynamicField issue
Replies: 18
Views: 629

Re: DynamicField issue

No, I mean the ticket history, not articles list.
by nedmaj
31 Mar 2017, 16:54
Forum: Help
Topic: DynamicField issue
Replies: 18
Views: 629

Re: DynamicField issue

Is there an entry in the ticket history for this field?
by nedmaj
31 Mar 2017, 15:49
Forum: Help
Topic: DynamicField issue
Replies: 18
Views: 629

Re: DynamicField issue

I was suspecting of the formatting, but everything looks fine.

The only reason I see is that the field is actually blank in the process in question. I suggest you double check that.
by nedmaj
31 Mar 2017, 15:06
Forum: Help
Topic: DynamicField issue
Replies: 18
Views: 629

Re: DynamicField issue

What's the behavior? Could you post the notification text generated and sent to you e-mail? Could you also post the HTML code (source code button) of the notification config?
by nedmaj
30 Mar 2017, 21:10
Forum: General
Topic: First Response Time Statistics for SLA report
Replies: 1
Views: 139

Re: First Response Time Statistics for SLA report

What you mean by "first attendance"??
by nedmaj
30 Mar 2017, 21:09
Forum: General
Topic: No escalations after pending state
Replies: 1
Views: 149

Re: No escalations after pending state

Are you using any add on to stop escalations for pending tickets? Just asking because the behavior you mentioned is not the default. OTRS does not stop escalation for pending tickets.
by nedmaj
30 Mar 2017, 21:02
Forum: Help
Topic: DynamicField issue
Replies: 18
Views: 629

Re: DynamicField issue

I suggest you to post the notification text you have problems with. Would be useful if you post the dynamic field config also.
by nedmaj
30 Mar 2017, 19:28
Forum: General
Topic: Diferent Skin for Customer portal
Replies: 1
Views: 180

Re: Diferent Skin for Customer portal

Sure! Have a look at:
Framework → Frontend::Customer
Loader::Customer::SelectedSkin::HostBased

;)
by nedmaj
29 Mar 2017, 22:03
Forum: General
Topic: [SOLVED] Survey request is being sent ignoring the Survey::SendInHoursAfterClose config
Replies: 1
Views: 176

[SOLVED] Survey request is being sent ignoring the Survey::SendInHoursAfterClose config

Hi guys, Survey request is being sent as soon as the daemon executes the task no matter what is the Survey::SendInHoursAfterClose config. What I've done: Created a survey and defined it as master. Configured Survey::SendInHoursAfterClose with value 48 (hours). Activated the task in Daemon::Scheduler...
by nedmaj
21 Mar 2017, 19:43
Forum: Help
Topic: Parallel TicketCreate TransitionAction in Process Management
Replies: 14
Views: 505

Re: Parallel TicketCreate TransitionAction in Process Management

Sure. Use RegEx:

NUSoftware => Vision|CBORD|ACM
by nedmaj
21 Mar 2017, 18:38
Forum: Help
Topic: tracking ticket
Replies: 2
Views: 131

Re: tracking ticket

What kind of subscriber? An agent user or a customer user?
by nedmaj
21 Mar 2017, 18:36
Forum: Help
Topic: Parallel TicketCreate TransitionAction in Process Management
Replies: 14
Views: 505

Re: Parallel TicketCreate TransitionAction in Process Management

Ok. OTRS only executes one transition, even if others are true. So you have to consider all the possibilities when planning your conditions. Imagine you have 3 types of tickets: Transition A => Creates type 1 Transition B => Creates type 1 and 2 Transition C => Creates type 1 and 3 Transition D => C...
by nedmaj
21 Mar 2017, 13:37
Forum: Help
Topic: Parallel TicketCreate TransitionAction in Process Management
Replies: 14
Views: 505

Re: Parallel TicketCreate TransitionAction in Process Management

Sorry I don't have the time to read that whole file. Could you post a printscreen of the transition?

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