Znuny and ((OTRS)) Community Edition

Hi wall, I set the following config setting to 'agent': Admin >> SysConfig >> Ticket >> Frontend::Agent::Ticket::ViewPhoneOutbound >> Ticket::Frontend::AgentTicketPhoneOutbound###SenderType Sorry wall, my mistake, the solution was as follows: Admin >> SysConfig >> Ticket >> Core::Ticket >> Ticket::D...

Hello nice2cu,

I have moved onto other things, this has been moved lower on my priority list. However, my conclusion, when I find time to work on it again, is to hook the module or template and make the modification in Perl. I have been doing this more and more using the otrs/Custom/ dir.

Thanks,
j

For some reason, the test data (pushing to email server and pulling in through OTRS) was creating the issue, however, when real data was filtered through the system, the issue went away. Not sure what is going on exactly, but the issue has been resolved.

Hello, I have created a module to filter incoming emails and create a ticket based on the specifications in the code. Everything works well except that the subject line from the email (the email has charset="us-ascii" set) has non-ascii characters and when the code filters the email and cr...

Hi reneeb,

Thanks for the reply.

I could not get the match to work in the .xml file, so I ended up applying the following: (.*)

This brought in all emails and then once in the code, I applied more control over the filtering.

Jason

Hi, I am trying to negate the match in the .xml file for a postmaster filter, currently I have the following which works to match, but I want negate it. I cannot find anywhere in the documentation that shows how to negate a postmaster filter in xml, any help would be great: <?xml version="1.0&q...

Never mind, the filters queues are being set.

root, thanks again.

root, thank you so much, this worked.

My other issue with the filters is that the queue in the filter is not getting assigned, the default from SysConfig is getting assigned not the queue set in the filter.

Thanks again,
jason123

Hello root,

Thank you for your prompt response.

It works for me that OTRS pulls in all the emails, but it generates a ticket for ever email pulled in. Is there a way to ignore non-filtered emails so only the desired tickets are created?

Thanks

Hello, I have set up a Mail account on my system to pull in emails from Gmail through IMAPS. When I run the fetch command, it pulls in 7 emails of which only 1 matches the filter. The filter does implement the conditionals which is good, but I do not want OTRS to pull in the other 6 emails, or at le...

Hi Giulio,

The database formatting was the issue, it is formatted to SQL_ASCII and should be UTF8.

Thanks for you help,
Jason

Figured it out. It is configured in the following: Admin >> SysConfig >> Ticket >> Core::Ticket >> Ticket::DefineEmailFrom

Selected 'Customer >> Customer Information Center'. When I typed in 'Tefé', nothing appears, but when I remove the 'é' and just type 'Tef', I get various customers with 'Tefé' in the name.

Why does OTRS not search the accents? Is this not possible to configure?

Thanks

nedmaj, thank you for your reply. Yes, my mistake, this issue is only with inbound and outbound calls. I have a development and a production environment. On the development env, when I create an inbound or outbound call for a ticket, they all state 'From' my user name. However, on the production env...

When a ticket is selected and the Agent Ticket Zoom View appears, there is a list of articles. Is there a way to customize the 'From' field? When I create an note, inbound call, outbound call, etc. the value that populates the 'From' field is 'OTRS System'; is there a way to set it to the agent's us...

I messed up, looking at the wrong field.

I have set the following to 'agent': Admin >> SysConfig >> Ticket >> Frontend::Agent::Ticket::ViewPhoneOutbound >> Ticket::Frontend::AgentTicketPhoneOutbound###SenderType However, when an article is added to ticket, the From field contains the system name not the agent sending the ticket. Not sure w...

I am not sure how you removed the footer for users once they were logged on, but what I did to remove the Powered by OTRS was create a custom theme, move the Footer.tt file into that theme, and either comment out the message or add in a new message.

I was in root, and to my embarrassment, I also had the validity of each ACL set to invalid. This is huge, thank you. However, there is still one requirement I need to meet which the ACLs do not seem to meet. How do I specify the default status if I am required to have more than status present in an ...

The ACL list, just to start, is as follows; I entered them in through the 'Admin/Access Control Lists (ACL)' section on the site. The image below contains an ACL for the Record on Demand activity dialog and an ACL for the Approved activity dialog: ACL for the two activity dialog.png Below is the Rec...

Thank you, this is definitely the way I need to do it. I checked out the documentation regarding this (did not notice it before) at http://otrs.github.io/doc/manual/admin/stable/en/html/external-backends.html#dynamicfield-from-customeruser. However, I cannot seem to connect the dots on how to get it...

Does anyone know if there is a way to get the Customer Name in the Stat reports?

I can get the Customer ID and Customer User but that is it.

Thanks,
Jason

Thank you for your response. I have been trying to implement the ACLs over the last week. Not having any success. I follow the instructions in the documentation but nothing seems to work. I wonder if there is a problem with the install. Also, I see that I had neglected to put in the ACLs and that ma...

(Continued) Step 3. In the second Activity ('Approval'), there is an Activity Dialog (titled 'Approved') with the status dynamic field's default value set to 'Approved': AD_Approval_Dynamic_Field.png Step 4. Saved everything and Deploy/Sync all processes. Step 5. Created a new Ticket using the BookO...

For the BookOrdering.yml process sample, I have created a dynamic field status (along with other settings outlined in the documentation). The context for my issue is as follows: Step 1. Dynamic field is defined as follows with no default value set: dynamic_field_created.png dynamic_field_created2.pn...

Hi, I am trying to set up a process and am using the sample BookOrdering.yml file. Everything is working great except that the default value for the status field does not change for each Activity Dialog I have set up. I will clarify: 1. I have a dynamic field titled Status (no default value set) and...

Awh, I see. This makes sense as to why I could not find them in Kernel/Config/Files.

That helps a lot thank you.

Sorry for the late reply, was waiting for some info before I could proceed. It turns out I do not have to customize it after all.

However, for learning purposes, where in SysConfig are the icons referenced? I could not find them in my initial response.

There are a couple of icons that appear notifying the user that they have tickets they are responsible for; they appear at the top right of the screen. How does one configure these? Is there somewhere in the SysConfig that this can be done?

Solved this. Process 1. Navigate to the Kernel/Output/HTML/Templates/ dir. 2. Create a dir with the name of the theme you want to create. For example: Kernel/Output/HTML/Templates/<custom_theme_dir> 3. Copy over files from the Kernel/Output/HTML/Templates/Standard dir. Only copy the files that conta...

Hello, I am trying to change the HTML on the site and am having a hard time getting the system to hook my changes. I am working with OTRS 5. In the documentation (http://otrs.github.io/doc/manual/admin/stable/en/html/themes.html) it specifies to do the following: 1. Create a directory called Kernel/...

Solved, permissions were not set properly on the skin's dir and files.

Hello, I have created a new skin, it is the second skin I have created, the first skin was a success. It has its own dir and is recorded in the Kernel/Config/Files. The issue is that when the user selects it (the new skin) in their preferences, the CommonCSS file is not being created in the css-cach...