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by wheelshot
21 Aug 2017, 20:51
Forum: Help
Topic: Query to filter tickets between dates
Replies: 1
Views: 193

Re: Query to filter tickets between dates

Anyone has the same problem on their side? You guys need more information? Still no luck finding whats wrong on our side. We though at some point that our understanding of the filter field and the ticket field wasnt good but anything else is still doing the same.

Thanks for your help!
by wheelshot
21 Jul 2017, 15:24
Forum: Help
Topic: Query to filter tickets between dates
Replies: 1
Views: 193

Query to filter tickets between dates

Hi all! A good summer to you all :) We had that bug in OTRS 4.X and we're testing OTRS 5.X (latest version) and we're still having this issue. We're doing a search filter to get tickets between dates and the result makes no sense. I'm adding screenshots of the query and the result. Is there anything...
by wheelshot
28 Apr 2017, 14:54
Forum: Help
Topic: Research output in CSV with linked items
Replies: 0
Views: 224

Research output in CSV with linked items

Hi,

Is is possible to to a research in tickets and output linked items in the output csv or Excel? We see it in the regular display but not in the csv or Excel output.

Thanks for your help
by wheelshot
04 Apr 2017, 15:24
Forum: Général
Topic: TAG OTRS
Replies: 1
Views: 412

Re: TAG OTRS

Tu peux essayer <OTRS_CUSTOMER_DATA_UserFirstname> <OTRS_CUSTOMER_DATA_UserLastname>
by wheelshot
09 Feb 2017, 15:32
Forum: Help
Topic: Customer's IP address in the ticket
Replies: 2
Views: 270

Re: Customer's IP address in the ticket

I never tried it but when you have access to the environment the should a variable (REMOTE_ADDR) available in the web server env. Thanks, i'll ask our dev team to have a look at it. With this info, we'll be able to track where that ticket was created (inside our wall in dept X, outside of campus, e...
by wheelshot
01 Feb 2017, 20:24
Forum: Help
Topic: Customer's IP address in the ticket
Replies: 2
Views: 270

Customer's IP address in the ticket

Hi,

Im pretty sure this would require custom code but im asking anyway. Anyone did find a way to get the IP Address of the web customers to store it in a ticket? Did you do it by config, with an additionnal module or with some custom code on the template dtl?

Thanks for your help :)
by wheelshot
21 Dec 2016, 23:00
Forum: Aider
Topic: Template et mail
Replies: 1
Views: 664

Re: Template et mail

Je ne suis pas certain de savoir lequel des modèles de réponse tu parles. Normalement, les modèles de réponse (Admin / Configuration des files / Modèles) sont utilisés en lien avec la réponse à un article dans une demande d'un client et OTRS connait déjà le courriel du demandeur alors c'est automati...
by wheelshot
21 Dec 2016, 22:51
Forum: Général
Topic: Filtre Postmaster pour le champ OWNER
Replies: 1
Views: 450

Re: Filtre Postmaster pour le champ OWNER

Bonjour,

As-tu essayé avec seulement le paramètre X-OTRS-OWNER ? Tu as seulement d'une seule ligne à mon avis pour que le tout fonctionne.

Si cela ne fonctionne pas, le mieux serait que tu nous mettes une saisie d'écran de la définition de ton agent (user OTRS).
by wheelshot
16 Dec 2016, 18:47
Forum: General
Topic: Client needs to see in their web interface the reason for closing a ticket.
Replies: 5
Views: 555

Re: Client needs to see in their web interface the reason for closing a ticket.

jojo wrote:reply via mail or note external


That! :)

Also know that they can actually see their closed tickets, so anything that the agents added as external notes or email will be available also on the web UI.
by wheelshot
13 Dec 2016, 20:33
Forum: General
Topic: Dynamic Field Visibility
Replies: 3
Views: 329

Re: Dynamic Field Visibility

sujeeva wrote:Thanks Jojo. Does that means there is no way through GUI?


I'm using KIX4OTRS and theyre letting you do that using ACLs with DisabledDynamicFields configurations. Its not that simple to do, but for us, coding aint an option so we're using that and its working.
by wheelshot
13 Dec 2016, 20:27
Forum: Help
Topic: [SOLVED] Notification Email when new ticket
Replies: 2
Views: 379

Re: Notification Email when new ticket

Hi, We are wondering if it is possible to give the agents a email notification when a new ticket is arrived It is possible. How OTRS works is that the agents needs to subscribe to the queues they want to monitor. Each agent then got to go in the gear shaped icon on the top of the screen and select h...
by wheelshot
14 Nov 2016, 16:16
Forum: Help
Topic: (SOLVED) Postmaster filter problem with multiple parameters
Replies: 12
Views: 846

Re: Postmaster filter problem

reneeb wrote:try to use:

Code: Select all

(?ms:<regex>)
(you have to replace <regex> with your actual regex) the "." does not match newlines... with the s modifier that behaviour is changed.


It worked great ! Thanks a lot!
by wheelshot
11 Nov 2016, 18:08
Forum: Help
Topic: (SOLVED) Postmaster filter problem with multiple parameters
Replies: 12
Views: 846

Re: Postmaster filter problem

http://opar.perl-services.de/dist/EnhancedPostmasterFilter-4.0.1 Ok i got it setup and here's how I've done it but it still getting empty fields: 2016-11-11 11_06_24-Filtres Postmasters - Administrateur - OTRS - Maxthon Cloud Browser 4.9.2.1000 -.png Text regex: <GREAT[^>].*size="1">(?<s1...
by wheelshot
10 Nov 2016, 15:47
Forum: General
Topic: Ticket Search output in CSV not working
Replies: 7
Views: 620

Re: Ticket Search output in CSV not working

Bump! Im having the same issue here :)
by wheelshot
09 Nov 2016, 22:56
Forum: Help
Topic: (SOLVED) Postmaster filter problem with multiple parameters
Replies: 12
Views: 846

Re: Postmaster filter problem

reneeb wrote:http://opar.perl-services.de/dist/EnhancedPostmasterFilter-5.0.1


AWESOME! Thanks reneeb :) I see that is for OTRS v5+. Is it available / compatible with OTRS v4.x?

Thanks again
by wheelshot
03 Nov 2016, 16:49
Forum: Help
Topic: (SOLVED) Postmaster filter problem with multiple parameters
Replies: 12
Views: 846

Re: Postmaster filter problem

Ok got my first bug hehe ! I took literally [...] from the example in the set value for the email header which is bad. Im now using [0] and its working with 1 parameter. Next bug is that I wanna capture more than one parameter from the body. I've built a regex using an online tool and I concluded wi...
by wheelshot
01 Nov 2016, 22:09
Forum: Help
Topic: Add history event when split ticket
Replies: 3
Views: 477

Re: Add history event when split ticket

Anyone else has any info on how to do it by config and not by programming?
by wheelshot
25 Oct 2016, 19:07
Forum: Help
Topic: (SOLVED) Postmaster filter problem with multiple parameters
Replies: 12
Views: 846

Re: Postmaster filter problem

Bump! Anyone ? Thanks for your help
by wheelshot
19 Oct 2016, 16:35
Forum: Général
Topic: Sizelimit exceeded
Replies: 2
Views: 570

Re: Sizelimit exceeded

Selon ce que j'ai trouvé sur le forum en anglais, il s'agit d'une erreur en lien avec une recherche LDAP qui possède trop d'enregistrements. Il y a plusieurs approches en lien avec ce message: 1) L'ignorer :) 2) Changer ton étendu de recherche LDAP en limitant les données 3) Ajuster les paramètres O...
by wheelshot
19 Oct 2016, 16:03
Forum: Aider
Topic: Question sur triggers automate générique
Replies: 1
Views: 548

Re: Question sur triggers automate générique

J'ai ce genre de chose dans mon instance et ce que je fais au lieu de le programmer sur un trigger spécifique, je le fais à toutes les 30 mins selon le filtre de ton choix. Moi j'utilise un automate générique pour effectuer la tâche.
by wheelshot
19 Oct 2016, 15:22
Forum: Help
Topic: (SOLVED) Postmaster filter problem with multiple parameters
Replies: 12
Views: 846

Re: Postmaster filter problem

Does the Subject contain the term "# Test"? Is the mail a followup? Hi, Yes, im working on a dev instance so I send myself the email as test and it has the specified filter. If I do remove the regex and just run the filter to lets say move the ticket in a specific queue its working. Its n...
by wheelshot
19 Oct 2016, 15:21
Forum: Help
Topic: (SOLVED) Postmaster filter problem with multiple parameters
Replies: 12
Views: 846

Re: Postmaster filter problem

ncmbu wrote:How's your dynamic field defined?


Hi, here's the field definition which you'll find simple enough.
2016-10-19 09_19_49-Dynamic Fields Text Backend GUI - OTRS - Maxthon Cloud Browser 4.9.2.1000 - max4.png
by wheelshot
18 Oct 2016, 15:53
Forum: General
Topic: OTRS Ideas on IdeaScale seems im problem
Replies: 1
Views: 246

OTRS Ideas on IdeaScale seems im problem

Hi,

Today I tried to register to your https://otrsteam.ideascale.com/a/index and I got a message that the licence is expired. Is it something you guys wanna renew or are you working on something else?

Thanks!
by wheelshot
18 Oct 2016, 15:29
Forum: Help
Topic: (SOLVED) Postmaster filter problem with multiple parameters
Replies: 12
Views: 846

(SOLVED) Postmaster filter problem with multiple parameters

Hey all, Im having a hard time configuring a postmaster filter to fill in some dynamic field value. Here's a screenshot of my config: 2016-10-18 09_26_02-Filtres Postmasters - Administrateur - OTRS - Maxthon Cloud Browser 4.9.2.1000 -.png Here's the text regex i used: .*GREAT.*size="1">([^...
by wheelshot
04 Oct 2016, 15:13
Forum: Help
Topic: Agent Ticket Notification
Replies: 1
Views: 272

Re: Agent Ticket Notification

Im a bit confused with your question. Your post title mentionned Agent notification and your talking about customers in your post. For the agent notification, you can update what you want using the Admin panel / Agent notifications and check the events you wanna update. But I'd have a look at your c...
by wheelshot
29 Sep 2016, 22:15
Forum: General
Topic: how to autoset subject and note after changing owner of ticket?
Replies: 1
Views: 1224

Re: how to autoset subject and note after changing owner of ticket?

Try it with a generic agent. It should do what you want. But is it to show the customer? If not, theres the history that already shows you that information.
by wheelshot
22 Sep 2016, 15:51
Forum: General
Topic: Skype, Whatsapp and other interactions
Replies: 9
Views: 992

Re: Skype, Whatsapp and other interactions

Are you talking about that?

Ticket -> Core::Ticket -> StandardTemplate::Types
by wheelshot
21 Sep 2016, 22:43
Forum: Help
Topic: [SOLVED]Queue invisible in Customer interface
Replies: 3
Views: 301

Re: Queue invisible in Customer interface

Do you have any ACL up that would limit the queues displayed to customers? If Customer <-> Group is disabled that means youre using roles then? If so, you sure that the Customers are in the right role assigned to your queue? Else than that, I wouldnt know where to check.
by wheelshot
19 Sep 2016, 15:04
Forum: Help
Topic: Event notification VS Generic agent
Replies: 0
Views: 168

Event notification VS Generic agent

Hey all, I got a generic agent moving certain ticket types to another queue and there's a notification event that is suppose to trigger when a ticket is moved to this queue. When an actual agent does the move manually, the notification event works but when its done by the generic agent it aint. Is i...
by wheelshot
15 Sep 2016, 20:26
Forum: Help
Topic: Add history event when split ticket
Replies: 3
Views: 477

Re: Add history event when split ticket

Thanks for the information, but yeah im pretty sure its doable with code but I was wondering if that would be customizable somewhere by configuration when you split an article to a new ticket. Since the action isnt in a process I cant use that code thing. Thanks again for your help.
by wheelshot
15 Sep 2016, 15:17
Forum: Help
Topic: Add history event when split ticket
Replies: 3
Views: 477

Add history event when split ticket

Hi,

I checked the configs for something about it and found nothing. Is there anyway to add some specific history record when we split a ticket in the master ticket info?

Im not sure if im clear :? haha!

Thanks for the help!
by wheelshot
29 Aug 2016, 15:50
Forum: Help
Topic: Understanding the GenericAgent priorities
Replies: 6
Views: 549

Re: Understanding the GenericAgent priorities

What do the GenericAgents do? Do they move tickets to other queues? That would trigger another QueueUpdate event... They move the ticket to specific queue depending on the customer departement. So for example: If ticket queue is X and the customer's department is ABC then move it to queue Y. At the...
by wheelshot
23 Aug 2016, 22:30
Forum: Help
Topic: Understanding the GenericAgent priorities
Replies: 6
Views: 549

Re: Understanding the GenericAgent priorities

Bump! Any idea? Thanks :)
by wheelshot
25 Jul 2016, 14:15
Forum: Help
Topic: Remove some states from dashboard "Escalated tickets"
Replies: 3
Views: 410

Re: Remove some states from dashboard "Escalated tickets"

Except that pending states don't conform to escalation criteria. They're still escalated until the milestone applies. You're right, i'm not addressing the problem at its source. Lots of agents in here are often calling the customer directly to answer their ticket and dont "reply" to the t...
by wheelshot
13 Jul 2016, 17:18
Forum: Help
Topic: I couldn't receive notification when customer create a new ticket
Replies: 1
Views: 181

Re: I couldn't receive notification when customer create a new ticket

Hi,

OTRS works with agents subscribing to queues or services with their personnal preferences (small icon on top right of the menu bar) and all the notifications are already handled including the new ticket created from customer.

Have your agents subscribed to some queues or services?
by wheelshot
13 Jul 2016, 17:04
Forum: Help
Topic: Performance problems with search templates
Replies: 5
Views: 373

Re: Performance problems with search templates

Did you try to set Ticket::SearchIndexModule to "StaticDB" ? Nope! I'll try it and tell you how it goes. Thinking about it, is there a doc somewhere about optimizing OTRS performance for heavy needs? Havent made a search about it yet though since the problem is quite new. Thanks for the t...
by wheelshot
11 Jul 2016, 17:20
Forum: Help
Topic: Performance problems with search templates
Replies: 5
Views: 373

Re: Performance problems with search templates

Bump! Are we alone with those problems? Have people found any fix for that? Thanks
by wheelshot
08 Jul 2016, 14:41
Forum: Help
Topic: Remove some states from dashboard "Escalated tickets"
Replies: 3
Views: 410

Remove some states from dashboard "Escalated tickets"

Hey all, I was wondering if there was a way to filter some of the states from the dashboard module "Escalated tickets"? I would like to remove the pending autoclose states from that module cause its confusing agents that dont have the column "States" displayed. Found some config ...
by wheelshot
06 Jul 2016, 17:54
Forum: Help
Topic: Performance problems with search templates
Replies: 5
Views: 373

Re: Performance problems with search templates

Hi, So the fulltext search performance is ok without search templates? All other functions work as expected? no both are being slower and slower by each weeks passing. All other functions works as expected. We checked the query and found a SELECT [...] FROM [...] INNER JOIN [...] WHERE [...] AND (ar...
by wheelshot
06 Jul 2016, 17:21
Forum: Help
Topic: Performance problems with search templates
Replies: 5
Views: 373

Performance problems with search templates

Hey all, We're using OTRS 4.0.16 and we're beginning to see some performance issue using search templates and the fulltext search. Actually in our article table we only have around 65K entries which is surely not a lot compared to some of you. We've monitored the DB server and the web server and not...
by wheelshot
05 Jul 2016, 15:59
Forum: Général
Topic: TICKET personnalisé pour chaque THEME
Replies: 1
Views: 518

Re: TICKET personnalisé pour chaque THEME

Bonjour à toi, La solution que je vois pour ton besoin est un ensemble de chose, mais malheureusement, rien de simple. - ACLs pour gérer les valeurs possibles pour tes listes déroulantes en fonction de tes critères - Moi j'utilise KIX4OTRS avec Ticket::Acl::Module###991_DisabledDynamicFields qui me ...
by wheelshot
05 Jul 2016, 15:10
Forum: Help
Topic: KIX4OTRS
Replies: 4
Views: 449

Re: KIX4OTRS

Hello, I found this thing on web. What you think about that KIX4OTRS, how to use that? How to install that? Is it good software? We've been using it since 3 years now and I can say its filling lots of gaps vanilla OTRS has + its free. The support from KIX team has been good with us so far but its a...
by wheelshot
05 Jul 2016, 14:37
Forum: General
Topic: CMDB - notifications
Replies: 2
Views: 450

Re: CMDB - notifications

And here yet another post about it: http://forums.otterhub.org/viewtopic.php?f=53&t=32730
by wheelshot
05 Jul 2016, 14:33
Forum: General
Topic: CMDB - notifications
Replies: 2
Views: 450

Re: CMDB - notifications

Hi,

So far, you'll need to buy or code something that fills that need.

Here's a thread about that: http://forums.otterhub.org/viewtopic.php?f=62&t=31986&p=130238#p130238
by wheelshot
05 Jul 2016, 14:29
Forum: General
Topic: OTRS Weekly
Replies: 2
Views: 313

Re: OTRS Weekly

Really good! Thanks for doing this :) Added it to favourites!
by wheelshot
20 May 2016, 14:36
Forum: General
Topic: (SOLVED) Helpdesk monitors
Replies: 7
Views: 453

Re: Helpdesk monitors

use Generic agent to test, then set a (newly created) state of "Hey, Look at me! I'm violating my criteria" (or equivalent). Trigger agent notification on Ticket state update, with criteria of that state. The rest you should be able to determine. I like it ! Thanks Crythias for the idea.
by wheelshot
17 May 2016, 15:53
Forum: General
Topic: Business Solution License Question
Replies: 5
Views: 409

Re: Business Solution License Question

If youre interrested only by the workflows, you could have a look at KIX4OTRS (https://www.cape-it.de/en/service-management-system-kix4otrs-eng.html). I think they got something related to ticket workflows and the such.
by wheelshot
16 May 2016, 20:14
Forum: General
Topic: Hide email history in custom reply
Replies: 8
Views: 536

Re: Hide email history in custom reply

Try to update Ticket::Frontend::ResponseFormat in Ticket Core::Ticket in SysConfig. Havent tried it thought.
by wheelshot
13 May 2016, 17:28
Forum: Help
Topic: Postmaster filter matching field value from email
Replies: 4
Views: 368

Re: Postmaster filter matching field value from email

YEAH !

Got it ! My regex was the bug but I still dont know why thought.

My regex that works is "NUMERO_DE_CHAMBRE[\r\n\t\f ]+([^\r\n\t\f ]+)"

So anyone can explain me why \s and \S wont work in OTRS?
by wheelshot
13 May 2016, 17:11
Forum: Help
Topic: Postmaster filter matching field value from email
Replies: 4
Views: 368

Re: Postmaster filter matching field value from email

Could it be cause of the \t and the text that is submitted and the email received is being converted from tab to spaces? Answer = No, its not cause of the tab being converted as spaces. Changed my regex to "NUMERO_DE_CHAMBRE\s(\S*)" and still got the same result. I know the filter conditi...

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