Znuny and ((OTRS)) Community Edition

geri

What is the best way to generate audit trail like logs from OTRS 6? I need to log both agent and and user activities especially the admin ectivities.
Are there any addons?

geri

Thank you it seems it is related to an ACL.

Funny since the ACL intent was to filer the availble next states after pending state.
All other very similar ACL's works as expected.

geri

No plugins installed

The history shows these actions for that article

Changed pending time to "2018-05-19 14:23". (SetPendingTime)
Added note (Pending). (AddNote)
Reset of unlock time. (Misc)

But no Changed state fro

geri

For an unkown reason every tim i try to put the ticket in pending state, it stays in the previous state.
Wha am I doing wrong?

geri

Wat is the best solution to import customeruser into OTRS? Is the direct import to the otrs database achievable? It seems there are no other dependencies than take care of uniqueness. The other solution i would choose is to create a new table with similar columns, and add it as a database backend fo...

geri

How can i set the default state based on current state? I enabled the state field on change owner form. Let' say i have 3 open type states open1 open2 and open3. How can i set the default state to open2 if the current state is open1, iopen3 if the current state is open2? That would be also a solutio...

geri

I know that database and ldap can be used as a backend for customer users. But what about customers? For a large number of customerusers it is better to have a backend, but in this case the number of customer (company) could be big as well. The documentation only talks about customeruser (and agent)...

geri

Is there an easy way to create queues, servece, customers, customer users and groups in otrs ? if I have a csv file containing queue-s how can i create these in otrs ?

geri

reneeb wrote:Did you activate "send agent/customer notification on changes" in your GenericAgent? (section "Execute Ticket commands")

My bad! I knew it is something simple.
Thank you thank you

geri

Hi

I've created a ticket notification which fires if a ticket enters into a certain state. It works well if I change to the state manually. However if the state change is created by a generic agent, there are no notification.

Could somebody help me what am i doing wrong?

geri

jojo wrote:this can be achived with the dynamic field functionality

I can only add dynamic field to ticket, or article. Am i wrong?

geri

Eggllo wrote:What kind of info were you thinking of storing? Is it something that would be static for each company?

It is a kind of priorization to customer companies. Like importance of he customer.

geri

I need to add a custom field like dynamic fields to Customer Conpany. How can I do it?

I also need display the value of this field in dashboard as a column for tickets, as an info abot the customer company the tickets belongs to.

Thank you in advance.

geri

It seems changing the (cron like) settings in Daemon::SchedulerCronTaskManager::Task###MailAccountFetch
works, after stop and start the daemon

geri

What is the appropriate method for changing the mail fetch frequency in otrs 5?
In OTRS 3 standard cron solution worked, however this daemon method is not clear to me.

geri

I need to set the owner of all reopened ticket to the agent who owned it last time when the ticket was in open state. Unfortunately this is usualy not the current or even last owner of that ticket. I also need some other fields on these tickets. How can i achieve this? At first i think I should use ...

geri

root wrote:Did you found AutoResponseForWebTickets in the SysConfig?

Yes I've tried that.
It seems I misunderstood the new email ticket functionality .

geri

Hello I need to set a notification email to customers when a ticket is created by an agent after a phone call or email to the agents mail account. The amel hould be similar to the one th customer recieves after emails sent directly to the otrs system. For email directly sent to the otrs "auto r...

geri

crythias wrote:
geri wrote: the only Auto Response with identical text body is invalid.
Auto Responses that are attached to a queue remain attached to the queue, even if the response itself is later marked invalid.

Thank you, that is really strange "by design".

geri

Is possible to debug otrs in a way that helps me find out what conditions generated a certain email (auto response or notification) to the customer?

I can reproduce the situation, but the only Auto Response with identical text body is invalid.

geri

crythias wrote:AutoResponse <-> Queue in Admin.

Thank you

geri

I use auto reponse to send an email to customer after he/she sends a new ticket ( auto reply) . This works in general, however not for a certain queue.

Where should I look for a solution since there are no queue filter option in auto response management.

geri

Is it possible to set a dynamic field required or hidden based on the state of the ticket?
I need to set in on the change owner form only.

Is there an ACL like solution for this?

geri

How can I close a single ticket without sending email notification to customer?
In general all the customers are notified by email about closed tickets. However as you know there are exceptions ...

geri

RStraub wrote:You could login as that customer, if that option is enabled. It's located under SysConfig -> Framework -> Core -> SwitchToCustomer

Thank you

geri

A customer does not see some tickets on his closed ticket list. (Action=CustomerTicketOverview;Subaction=MyTickets;Filter=Closed)
How can I check this? He has the the necessary right to read that ticket.

geri

What is the exact requirements for a customer to be able to seee a certain ticket? In a case i faced with is as follows The ticket is in a queue assigned to group GR_A. CustomerGroupSupport is enabled CustomerGroupAlwaysGroups contains GR_A Isn't this should be enough for every customer to be able t...

geri

OTRS 3 How can I achieve that the users ( customers) can authenticate in two different ldap source? I am confused, because i can create two different settings in Config.pm by attaching a number to names like $Self->{'Customer::AuthModule1'} etc. However what should i do with the settings in Framewor...

geri

Are there any addon for SLA reports? Especially if i need to take into consideration the calendar specified for the SLA.
Which tickets violated the specified SLA?
Which is the easiest approach to achieve this? I need this for OTRS 4

geri

geri wrote:
nedmaj wrote:I would suggest:

https://github.com/znuny/Znuny4OTRS-EscalationSuspend

[]s
What happened to this addon?

I meant that addon is not available on that URL, and no even listed on http://znuny.com/#!/addons

geri

nedmaj wrote:I would suggest:

https://github.com/znuny/Znuny4OTRS-EscalationSuspend

[]s

What happened to this addon?

geri

I forgot to mention, that by adding ITSMImpact dynamic field, the dropdown listbox is always empty. I suspect some dependency is behind the problem.

geri

How can I make the Impact field editable on the agent interface?
Currently it is only editable on the customer interface, but it is necessary to edit at least on new phone and new email ticket forms. How can i achieve this?
I use OTRS 3.3

geri

reneeb wrote:http://opar.perl-services.de/dist/ITSM- ... tion-2.4.1

Thank you, however the CI does not appear on the TicketZoom page for the tickets in linked queue.

geri

Is it possible to link a config item to a customer company therefor the linked CI is visible on every ticket belonging to the customer company?

I want to make technical info available to agents in every tickets regarding the customer company's infrastructure.

geri

wurzel wrote:Hi,

set your DNS correctly
set the field FQDN in Sysconfig correctly.

Flo

You mean it is enough in OTRS side to change FQDN specified in Framework->Core FQDN ?

geri

What are the needed steps to correctly change the domain name of a running OTRS site?

geri

I am really new to this, so I need some hints on how to create new tickets in OTRS from an external application?

Is it possible to achieve the customer/ service / SLA etc dependency defined vis ACL? So the remote application can provide a list of services available to a cetain customer SLA etc.

geri

Phew, I guess that can be done by either editing the way OTRS handles follow ups: ~otrs/Kernel/System/PostMaster/FollowUp or you could play with the PostMaster Filters (this is probably the recommended way): X-OTRS-FollowUp [...] And set the ticket to new, unlocked and no owner/responsible. Thank y...

geri

RStraub wrote:Admin -> Queue -> YourQueue -> FollowUp Option

Thank you, this is not exactly what i need.

life cycle
1. Closed, locked to agent B
2. user email response
Current behavior
3. Open, locked to agent B

Desired behavior
3. New, not locked to any agent,so anybody can pick up

geri

Hello

In a case ticket is closed, and the customer replies to it the ticket becomes open.

I need to chage this behaivour so this tickets become new.
Is it possible?

geri

I use OTRS 3.3.9 If I run a search for tickets the result page FROM/Subject column shows the opening subject for most of the tickets, however for some I see "closed .." in others. It turned out the ticket initially created by agent as new email tickets are the wrongly displayed ones. The p...

geri

Is it possible to make this widget viewable on AgentTicketEmail, and AgentTicketPhone or even on customer page?

geri

I am testing the upgrade process from 3.3.10 to 4.0.5 on an almost empty installation with ITSM + Survey + FAQ package installed. I followed the process described at http://otrs.github.io/doc/manual/admin/4.0/en/html/upgrading.html I manually upgraded the packages via command line. After loging in t...

geri

How can I write details of all sent agent notification emails to log file. I need the Ticket id , ticket number, and agent info in the log file?

In general how can i set logging level to debug, and specify the debug level?

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