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by claudio
09 Mar 2017, 15:07
Forum: General
Topic: Installation of two Otrs on the same virtual machine
Replies: 4
Views: 361

Re: Installation of two Otrs on the same virtual machine

What do you mean "without mod_perl"?

I've installed mod_perl for the first otrs of course. So I can't install the second one?

thanks.
by claudio
09 Mar 2017, 13:13
Forum: General
Topic: Installation of two Otrs on the same virtual machine
Replies: 4
Views: 361

Installation of two Otrs on the same virtual machine

Hi,

I have an otrs installated on an ubuntu virtual machine.

Now I need to install another otrs. Will I need to do it on another virtual machine, or I can do it on the same one, with the same apache and the same mysql (of course on a new db)? And if it's possible how do I have to proceed?

Thanks.
by claudio
09 Mar 2017, 12:09
Forum: Assistenza
Topic: Installazione nuova istanza
Replies: 1
Views: 371

Installazione nuova istanza

Ciao, ho una VM con ubuntu su cui ho già installato una istanza otrs. Ora ho bisogno di installare una nuova istanza. Creo nuova macchina virtuale o è possibile installare nuova istanza sulla stessa macchina, quindi sfruttando lo stesso apache e lo stesso mysql (ovviamente su nuovo db) già presenti?...
by claudio
14 Feb 2017, 13:14
Forum: General
Topic: In Dashboard how coloring row's belonging to the given queue
Replies: 9
Views: 1102

Re: In Dashboard how coloring row's belonging to the given queue

Ok done, it works fine. Just the last thing: there's a Warning that says "it's not a package verified by otrs", of course, and it's recommended to not use it. Since it is a customer who has only the production environment, and we cannot go wrong, what kind of Security problems we might enc...
by claudio
14 Feb 2017, 12:14
Forum: General
Topic: In Dashboard how coloring row's belonging to the given queue
Replies: 9
Views: 1102

Re: In Dashboard how coloring row's belonging to the given queue

Hi reneeb, thanks for your reply. I'm not a developer and I'm an otrs newbie. I have some questions about how to use this package and how to "install" it. Is there some non-technical documentation about it? Also, I read that you can use it for the ticket overview layout, but my customer as...
by claudio
13 Feb 2017, 17:38
Forum: Assistenza
Topic: Colore riga ticket in base a specifica coda
Replies: 0
Views: 212

Colore riga ticket in base a specifica coda

Ciao,

qualcuno conosce il modo di modificare i colori delle righe ticket nella Dashboard, in base alla coda?

Grazie
by claudio
13 Feb 2017, 17:11
Forum: Assistenza
Topic: Invio email/notifica su condizione orario specifico
Replies: 3
Views: 383

Re: Invio email/notifica su condizione orario specifico

Ciao Damiano, il modo più efficace che mi consigliano sull'area english è il seguente: - impostare un campo dinamico di tipo testo sul ticket (ad esempio "email-trigger") - impostare un job nel Generic Agent che gira tutti i giorni intorno alle 17:00, con filtri "ticket aperti da meno...
by claudio
13 Feb 2017, 16:43
Forum: General
Topic: In Dashboard how coloring row's belonging to the given queue
Replies: 9
Views: 1102

Re: In Dashboard how coloring row's belonging to the given queue

Hi, is this solution tested also on otrs 5?

Or there are other tested ways to change the color rows depending on queues?

I wrote this because in otrs 5 I don't have /Kernel/Output/HTML/AgentTicketDashboardGeneric.dtl

So I thought we have another way.
by claudio
13 Feb 2017, 13:49
Forum: Help
Topic: Send email to customers on specific conditions
Replies: 7
Views: 437

Re: Send email to customers on specific conditions

Thank you very much root.

Now I think I get it:

the job, that run every day at five o' clock pm updates the dynamic field if it finds a ticket not closed in that queue.

When this dynamic field is updated, a ticket notification starts, sending an email.

Ok ingenious.

Thanks.
by claudio
10 Feb 2017, 20:17
Forum: Help
Topic: Send email to customers on specific conditions
Replies: 7
Views: 437

Re: Send email to customers on specific conditions

Hi root, in this case, I should not need a dynamic field to trigger the notification, because in Generic Agent settings I have the conditions I need (ticket queue and state), and I can decide to run the job every day at 5:00 pm. The problem is...which notification? I cannot build a custom email mess...
by claudio
10 Feb 2017, 17:35
Forum: Help
Topic: Send email to customers on specific conditions
Replies: 7
Views: 437

Re: Send email to customers on specific conditions

Hi reneeb, thanks for your reply, but the ticket notification settings is not enough. I have to send this notification around 5 pm, every business day, when in that hour the system finds ticket that are in that queue and are not closed. In ticket notification i don't find hour based filters, and the...
by claudio
10 Feb 2017, 17:01
Forum: Help
Topic: Send email to customers on specific conditions
Replies: 7
Views: 437

Send email to customers on specific conditions

Hi, I have to send automated and customized email/notifications to customers based on the following conditions: - the ticket is in a specific queue - the ticket has been created in the last 1 day (in the same business day in which the email should be sent) - at 17:00 (5 pm) the ticket is still not s...
by claudio
10 Feb 2017, 16:45
Forum: Assistenza
Topic: Invio email/notifica su condizione orario specifico
Replies: 3
Views: 383

Invio email/notifica su condizione orario specifico

Ciao, dovrei configurare una notifica, da inviare al customer, che in sostanza è una notifica di escalation per ticket che non sono stati ancora risolti entro le ore 17:00. Dato che otrs gestisce l'escalation in "minuti" trascorsi, ma non su orario specifico, l'unica cosa che mi viene in m...

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