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by iclaude
04 Jan 2018, 11:00
Forum: Help
Topic: [SOLVED] Service not showing on TicketCreate Transition Action
Replies: 7
Views: 291

[SOLVED]Re: Service not showing on TicketCreate Transition Action

wurzel has the right answer. If you use the ServiceID instead of Service, you can avoid the problem of misspelling the service. Also, your logs would say that you're using an invalid service if that were the case. The downside could be that the ServiceID isn't replicated in any export/import destin...
by iclaude
26 Dec 2017, 11:08
Forum: Help
Topic: [SOLVED] Service not showing on TicketCreate Transition Action
Replies: 7
Views: 291

Re: Service not showing on TicketCreate Transition Action

wurzel wrote:Hi,

is the service a default service and/or assigned to the CustomerUser?

Florian

Hi,

Yes It is a default Service and its assigned to the CustomerUser.

Regards
by iclaude
12 Dec 2017, 09:11
Forum: Help
Topic: [SOLVED] Service not showing on TicketCreate Transition Action
Replies: 7
Views: 291

Re: Service not showing on TicketCreate Transition Action

Hi, Please show the parameter of the transition action. - Roy Here it is: ArticleType = note-external Body = Desactivar User Windows ContentType = text/plain; charset=ISO-8859-15 CustomerID = DSI-GSI01-USI01 CustomerUser = otrs.dsi DynamicField_ProcessManagementActivityID = Activity-dfcbccc665eda1a...
by iclaude
11 Dec 2017, 16:34
Forum: Help
Topic: [SOLVED] Service not showing on TicketCreate Transition Action
Replies: 7
Views: 291

[SOLVED] Service not showing on TicketCreate Transition Action

Hi, I have a process that needs tickets to be created while using TicketCreate Transition Action. The tickets are being created but I have noticed that these new tickets created with the transition are not assuming the service, they show every field beside the service. Can anyone help me please ? Re...
by iclaude
08 Dec 2017, 09:57
Forum: Help
Topic: Help to use FAQ Widget
Replies: 4
Views: 204

Re: Help to use FAQ Widget

I separate my keywords by spaces, I don't know if any grouping capabilities exist. If you want to link a ticket to a FAQ, you can do so by clicking on the [FAQ] link under the Subject of the ticket. Capture.PNG If the [FAQ] link doesn't show up it's likely a permissions issue. This gets into the Ag...
by iclaude
07 Dec 2017, 10:13
Forum: Help
Topic: Help to use FAQ Widget
Replies: 4
Views: 204

Re: Help to use FAQ Widget

Perhaps more detail on the issue you're encountering? You add a new one, give it a title, add keywords to make searching easier. Add a category and then fill in the symptoms problem and solution. If you need to add any additional private notes you do so. 1- I have created a FAQ 2- Added the keyword...
by iclaude
06 Dec 2017, 16:57
Forum: Help
Topic: Help to use FAQ Widget
Replies: 4
Views: 204

Help to use FAQ Widget

Hi everyone;

can someone please teach/explain me how to use the FAQ Widget ?

Regards
by iclaude
15 Nov 2017, 17:06
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 659

[SOLVED]Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Thanks everyone , issue Solved. Following instructions on the following Link: https://translate.google.com/translate?hl=en&sl=auto&tl=en&u=http%3A%2F%2Fforums.otterhub.org%2Fviewtopic.php%3Ft%3D7842 1- I went to the following directory /opt/otrs/var/tmp 2- I renamed the folder CacheFileS...
by iclaude
09 Nov 2017, 17:06
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 659

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Hi, you see? You actually changed the state names in ticket_state :) So you have to change them in sysconfig accordingly or reset to default names and check sysconfig accordingly. Florian Yes now I see. Since my DefaultLanguage is pt (Portuguese) I should change The Ticket::ViewableStateType to the...
by iclaude
09 Nov 2017, 10:57
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 659

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Hi, check table ticket_state Flo In SQL I ran SELECT * FROM ticket_state and I have found the following: id |name |type_id |valid_id 1 |Submetido - Por Abrir |1 |1 2 |Fechado |3 |1 3 |closed unsuccessful |3 |2 4 |1- Por Tratar |2 |1 5 |3- Encerrar Caso |6 |1 6 |Pendente Ext |4 |1 7 |Resolvido |3 |1...
by iclaude
09 Nov 2017, 07:48
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 659

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Are those state types translated in the database or with translation files? If you changed the values in the database, you have to use the translated values in the SysConfig as well. I did not change the database I just changed OTRS DefaultLanguage on Framework → Core and the state types showed up ...
by iclaude
08 Nov 2017, 16:49
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 659

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Did you change state names? Or the state types? Can you check the sysconfig option Ticket::ViewableStateType? Since I am using Portuguese as the main language of OTRS, the states names changed: Name | Type 1- Por Tratar | aberto 2- Em Tratamento | aberto 3- Encerrar Caso | removido Fechado | fechad...
by iclaude
08 Nov 2017, 13:11
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 659

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

This is a different "error". It just tells you, that no addon overrides that module... Then run grep -r "_MaskQueueView" /opt/otrs/* in the terminal. Is there any other message in the logfile? Something like "Need ...!"? After running grep -r "_MaskQueueView"...
by iclaude
07 Nov 2017, 16:47
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 659

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

File S earch Even with the case sentitive I still get the error: otrs@OTRSDSI:/opt/otrs/Kernel/Modules> perl /opt/otrs/bin/otrs.Console.pl Admin::Package::FileSearch AgentTicketQueue.pm Searching in installed OTRS packages... Error: File AgentTicketQueue.pm was not found in an installed OTRS packag...
by iclaude
07 Nov 2017, 15:19
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 659

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Run find . -name AgentTicketQueue.pm on the command line to find the files... And you can run perl bin/otrs.Console.pl Admin::Package::FileSearch Kernel/Modules/AgentTicketQueue.pm to find out which addon provides the module. I am getting the following error while running the second code: Error: Co...
by iclaude
02 Nov 2017, 09:22
Forum: Ajuda
Topic: Erro ao aceder visão dos tickets por fila (AgentTicketQueue)
Replies: 0
Views: 154

Erro ao aceder visão dos tickets por fila (AgentTicketQueue)

Ola, estou a ter problemas para aceder à visão dos casos por fila na interface do Agente (AgentTicketQueue). Verifico a seguinte mensagem: Erro interno do Servidor! O servidor encontrou um erro interno e não pode completar sua requisição. Mensagem de Erro: Can't use an undefined value as an ARRAY re...
by iclaude
01 Nov 2017, 10:29
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 659

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

OTRS version? wich packages are installed? any code cahnges? Version: OTRS 5.0.11 Packages: BetterResponses ComplementoRepository DisableOTRSBusinessNotification FAQ FAQImportExport GeneralCatalog ImportExport ImportExportDynamicFields ITSM ITSMChangeManagement ITSMConfigurationManagement ITSMCore ...
by iclaude
01 Nov 2017, 09:33
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 659

Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Hi,

I am having problems to display/see/sort tickets by Queue on AgentTicketQueue.

I get the following message error:

Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AgentTicketQueue.pm line 540. ,

Any help?

Regards
by iclaude
16 Oct 2017, 15:44
Forum: General
Topic: [SOLVED] Service stays loading and never Shows
Replies: 5
Views: 11449

[SOLVED] Service stays loading and never Shows

Solved!

Since we were having problems in our test environment installation we just had to copy all files from the following directories from our production environment :

/opt/otrs/var/httpd/htdocs/skins/Customer/default/css


/opt/otrs/var/httpd


/opt/otrs/Kernel/Output

Regards
by iclaude
16 Oct 2017, 15:34
Forum: Ajuda
Topic: [RESOLVIDO] Erro nos Serviços com OTRS 5s
Replies: 1
Views: 173

[RESOLVIDO] Erro nos Serviços com OTRS 5s

Resolvido! Como tinha uma instalação em produção, que estava a funcionar em conformidade, copiamos todos ficheiros nos seguintes directórios para o ambiente de testes(que estava com problemas): /opt/otrs/var/httpd/htdocs/skins/Customer/default/css /opt/otrs/var/httpd /opt/otrs/Kernel/Output Cumprime...
by iclaude
10 Oct 2017, 09:13
Forum: Ajuda
Topic: [RESOLVIDO] Erro nos Serviços com OTRS 5s
Replies: 1
Views: 173

[RESOLVIDO] Erro nos Serviços com OTRS 5s

Solicito auxílio, pois, todos meus processos estão a ter problemas com os serviços usando os navegadores da minha instituição IE11 e Firefox: NOTA: A mensagem que dá é esta: Unable to get property 'icon' of undefined or null reference var tid=false,i,j,c,e,tmp;do{tid='j'+t_id+'_'+(++t_cnt);}while(m[...
by iclaude
06 Oct 2017, 09:20
Forum: General
Topic: [SOLVED] Service stays loading and never Shows
Replies: 5
Views: 11449

[SOLVED] Service stays loading and never Shows

reneeb wrote:I doubt that this is the error message (this may be the code that causes an error). Can you post the error message?



Here it is

ERROR MESSAGE: Unable to get property 'icon' of undefined or null reference
by iclaude
06 Oct 2017, 09:02
Forum: General
Topic: [SOLVED] Service stays loading and never Shows
Replies: 5
Views: 11449

[SOLVED] Service stays loading and never Shows

Check the webserver log and open the developer tools of your browser. Check the JavaScript console and/or the network tab if any errors are reported. With the browser Developer Tools I get this: var tid=false,i,j,c,e,tmp;do{tid='j'+t_id+'_'+(++t_cnt);}while(m[tid]);tmp={id:false,text:typeof d==='st...
by iclaude
05 Oct 2017, 09:53
Forum: General
Topic: [SOLVED] Service stays loading and never Shows
Replies: 5
Views: 11449

[SOLVED] Service stays loading and never Shows

Please Help I am having problems with the Services in my OTRS Tickets on the Agent page.
When I open the services they just stay loading and never show.
by iclaude
25 Jul 2017, 15:36
Forum: Help
Topic: Internet Explorer 11 not Showing logo on Customer Page
Replies: 1
Views: 243

Internet Explorer 11 not Showing logo on Customer Page

Hi, I have already configured the logo on the OTRS Framework , but Only I in one browser (Firefox) Can see it on the customer page. Other user cannot see it both on Firefox and on Internet Explorer 11. I also cannot see it on Internet Explorer. Can anyone help me? I am using OTRS 5.0.10 and Internet...
by iclaude
20 Apr 2017, 16:37
Forum: Help
Topic: Escalation Banner on AgentTicketQueue
Replies: 1
Views: 217

Escalation Banner on AgentTicketQueue

Hi,

How can I activate escalation to show a banner with escalated tickets just like in the file attached.

I forgot how I did it in the Dev environment and now I need to do it the production

Regards
by iclaude
13 Mar 2017, 11:26
Forum: Help
Topic: Change color of ticket according to State
Replies: 2
Views: 231

Change color of ticket according to State

Hi,

How can i change the color of the ticket according to its state.
Example:

Open tickets would be in a Red color
Closed tickets would be in a grey color

Regards
by iclaude
23 Jan 2017, 16:42
Forum: Help
Topic: How to Unlock ticket using Transition Action
Replies: 1
Views: 177

How to Unlock ticket using Transition Action

Hi,

I need Help To Fill TicketSetLock on a Transition Action, to a unlock a ticket when it moves from Activity1 to Activity2.

I want to know what to fill in the Key and Value of Config Parameters.
Any Help?

Regards
by iclaude
12 Dec 2016, 11:30
Forum: Help
Topic: Know which agent closed a ticket with stats/reports
Replies: 1
Views: 222

Know which agent closed a ticket with stats/reports

Hi,

I would like to know how can i know which agent closed a ticket using the SQL console and Stats.

Regards
by iclaude
07 Dec 2016, 11:46
Forum: Help
Topic: Help with SQL console Query
Replies: 0
Views: 227

Help with SQL console Query

Hi, I need some help to create a query to show Duration of a Ticket in one Queue and sort by specific Date Interval. Per example: if i wanted to know durantion of tickets created Yesterdey in My Queues . Any Ideias? Im using the following query: SELECT ticket.tn, ticket.title, ticket_history.name, t...
by iclaude
06 Dec 2016, 15:48
Forum: Help
Topic: HELP to configure Escalation Notifications
Replies: 7
Views: 656

Re: HELP to configure Escalation Notifications

I have to set the last part up also myself. Because first it wasn't needed and now it is needed. On first install there are examples, but i deleted them all. So for other events it works. But i will let you know when i got it working. A lot of trial and error will help. __ Thank you in advance i wi...
by iclaude
06 Dec 2016, 14:19
Forum: Help
Topic: HELP to configure Escalation Notifications
Replies: 7
Views: 656

Re: HELP to configure Escalation Notifications

Did you set the correct event under the notification? Did you set any filter? to check the state a ticket is in? I'm using the Additional Email recipient under Notification method, as we do not use a specific agent, but a few agents as a group who all can see the mailbox. There are so many options ...
by iclaude
06 Dec 2016, 11:50
Forum: Help
Topic: HELP to configure Escalation Notifications
Replies: 7
Views: 656

Re: HELP to configure Escalation Notifications

legajer wrote:Hi,

did you set the escalation times in the specific queues ?


_______
Yes i did and they still not working, what am i missing ?
by iclaude
06 Dec 2016, 11:39
Forum: Help
Topic: HELP to configure Escalation Notifications
Replies: 7
Views: 656

HELP to configure Escalation Notifications

Hi,

How can i configure escalation notifications in OTRS 5 ?

All my other notifications are working fine, beside the escalation one.

Regards
by iclaude
31 Mar 2016, 10:43
Forum: Geral
Topic: Associar um serviços a um tipo de Ticket
Replies: 0
Views: 302

Associar um serviços a um tipo de Ticket

Ola ,

alguém pode por favor me indicar como posso associar um ou mais serviços a um tipo de ticket ?

Cumprimentos

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