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by cris12345
18 Jan 2018, 22:32
Forum: General
Topic: Webservice Error
Replies: 1
Views: 50

Webservice Error

Hi guys,

Has anyone faced this Error before?

{"faultcode":"Server","faultstring":"Dynamic Field DynamicFieldName could not be set, please contact the system administrator"}
by cris12345
12 Jan 2018, 18:16
Forum: Help
Topic: Is possible to have 2 auto reply for 1 queue?
Replies: 1
Views: 111

Is possible to have 2 auto reply for 1 queue?

Hi all,

I need to send an specific notification for the people in an specific domain and other notification for different domain.
So, Is possible to have 2 auto reply for 1 queue?


Thanks
by cris12345
30 Nov 2017, 17:45
Forum: OTRS Developers
Topic: roles-groups
Replies: 1
Views: 150

roles-groups

Hi, I dont understand the way that roles and groups work For example I create a group1 associated to queue1. I want to have 2 roles associate to that group /queue... one role for regular agents and other role with only read access for audits. Then I link each agent to the respective role. However th...
by cris12345
12 Oct 2017, 23:08
Forum: OTRS Developers
Topic: Send auto response to cc
Replies: 0
Views: 235

Send auto response to cc

Hi guys!

Do you know how send to the people in CC the auto reply/auto response when a ticket has been created?

Thanks
by cris12345
04 Oct 2017, 18:38
Forum: OTRS Developers
Topic: add ticket as attachment
Replies: 0
Views: 187

add ticket as attachment

Hi,

I need to attach 2 tickets in the answer of another ticket.

I used the copy but is is adding the article, also linking the ticket doesn't allowed me to answer and attach 2 extra email.

is there any way to do that?

Thanks
by cris12345
02 Oct 2017, 23:22
Forum: OTRS Developers
Topic: Missing Admin user on Split
Replies: 0
Views: 159

Missing Admin user on Split

Hi, When I'm using split, it is saving the new owner as the agent in the first queue (the agent that click on split). How can I set that the new owner is "admin otrs"? Admin OTRS has full access to both queues. Is there some documentation about split? I have others questions regarding spli...
by cris12345
22 Sep 2017, 17:32
Forum: OTRS Developers
Topic: Hide Dynamic Fields by queue
Replies: 6
Views: 517

Re: Hide Dynamic Fields by queue

I used it also ticket instead Form and I still seeing the dynamic field in Dynamic Fields tab and also Ticket Core Data tab
by cris12345
22 Sep 2017, 15:47
Forum: OTRS Developers
Topic: Hide Dynamic Fields by queue
Replies: 6
Views: 517

Re: Hide Dynamic Fields by queue

Hi, Thanks for your answer. Greta, using an ACL is better for me. However I have a question in order to use the equal to 0, is this syntax correct? The way as is in the image didn't worked. I'm not sure if is beacause I use "exact macth" to 0 or if under the queue I need write Queue_name i...
by cris12345
21 Sep 2017, 22:29
Forum: OTRS Developers
Topic: Hide Dynamic Fields by queue
Replies: 6
Views: 517

Hide Dynamic Fields by queue

Hi, I was checking others topics like this, about show/hide dynamic fields, but are related to all versions. Is it a way to hide and show dynamic fields? that is not to modify the code. I found in KIX4OTRS → Core::DynamicField the possiblity to hide fields: Ticket::Acl::Module###991_DisabledDynamicF...
by cris12345
20 Sep 2017, 15:20
Forum: OTRS Developers
Topic: Zip Files FS Storage
Replies: 3
Views: 245

Re: Zip Files FS Storage

Yes, I will contact the system administrator.

But I'm wondering if OTRS has the capabilities to read zip files or if is there a way to compress only the tickets closed?
by cris12345
19 Sep 2017, 22:04
Forum: OTRS Developers
Topic: Zip Files FS Storage
Replies: 3
Views: 245

Zip Files FS Storage

Hi, I changed the storage module to ArticleStorageFS because the DB was increasing so much. Now I have 24GB in the folder /var/article/2017 Is there a way to zip files that also can be available from the agents view? My concern is to zip the files and then the attachments disappears from the agent v...
by cris12345
19 Sep 2017, 22:01
Forum: OTRS Developers
Topic: Unable to send email to system address
Replies: 4
Views: 272

Re: Unable to send email to system address

great, thanks!
by cris12345
18 Sep 2017, 20:45
Forum: OTRS Developers
Topic: Unable to send email to system address
Replies: 4
Views: 272

Re: Unable to send email to system address

But is ok if I use the split function to create a child ticket to another queue? Or also will appears issues?
by cris12345
18 Sep 2017, 19:13
Forum: OTRS Developers
Topic: Unable to send email to system address
Replies: 4
Views: 272

Unable to send email to system address

Hi, I saw this post answered and it's supposed to be fixed after version 4. However I'm using otrs-5.0.14-02.noarch.rpm version and I have 2 queues... 1st queue has email A and 2nd queue has email B. The email B is also created as Customer User, because both queues can create ticket to each other. B...
by cris12345
22 Aug 2017, 00:09
Forum: Help
Topic: How to recover the emails with this issue: IMAPS:Can't process mail, see log sub system (/opt/otrs/var/spool/problem-em
Replies: 0
Views: 199

How to recover the emails with this issue: IMAPS:Can't process mail, see log sub system (/opt/otrs/var/spool/problem-em

Hi, Anyone know how to recover the emails after an mail account fetch issue? Issue description: IMAPS: Can't process mail, see log sub system (/opt/otrs/var/spool/problem-email There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: otrs.Daemo...
by cris12345
22 Aug 2017, 00:09
Forum: OTRS Developers
Topic: How to recover the emails with this issue: IMAPS:Can't process mail, see log sub system (/opt/otrs/var/spool/problem-em
Replies: 0
Views: 213

How to recover the emails with this issue: IMAPS:Can't process mail, see log sub system (/opt/otrs/var/spool/problem-em

Hi, Anyone know how to recover the emails after an mail account fetch issue? Issue description: IMAPS: Can't process mail, see log sub system (/opt/otrs/var/spool/problem-email There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: otrs.Daemo...
by cris12345
21 Aug 2017, 17:44
Forum: Help
Topic: otrs.Daemon.pl: DBD::mysql::db do failed: Deadlock found when trying to get lock
Replies: 0
Views: 203

otrs.Daemon.pl: DBD::mysql::db do failed: Deadlock found when trying to get lock

Hello, The OTRS was working fine, but an hour ago it is showing this error: And it is not reading any email. There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: [Mon Aug 21 11:37:13 2017] otrs.Daemon.pl: DBD::mysql::db do failed: Deadlock ...
by cris12345
21 Aug 2017, 17:41
Forum: OTRS Developers
Topic: ERROR: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch:
Replies: 0
Views: 337

ERROR: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch:

Hello, It was working fine, but an hour ago it is showing this error: And it is not reading any email. There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: [Mon Aug 21 11:37:13 2017] otrs.Daemon.pl: DBD::mysql::db do failed: Deadlock found ...
by cris12345
21 Aug 2017, 16:38
Forum: Help
Topic: Deadlock found when trying to get lock; try restarting transaction, SQL
Replies: 0
Views: 231

Deadlock found when trying to get lock; try restarting transaction, SQL

Hello,

I'm receiving several errors:
Deadlock found when trying to get lock; try restarting transaction, SQL
Need ObjectID!
Need TicketID!

It was working fine, I didn't change nothing. I don't know what is it?
Please help

OTRS: 5.0.14
KIXCore: 5.0.9
KIX4OTRS: 8.0.10
DB: MySQL
by cris12345
18 Aug 2017, 17:10
Forum: General
Topic: dynamic_field_value Tabla muy grande
Replies: 0
Views: 208

dynamic_field_value Tabla muy grande

Hola,

la tabla dynamic_field_value esta demasiado grande y lo que tengo son 5 dynamic fields.
porque pasa esto?
ahora el sistema esta lento
by cris12345
18 Aug 2017, 17:08
Forum: General
Topic: ERROR Can't connect to MySQL server on (111)
Replies: 1
Views: 189

ERROR Can't connect to MySQL server on (111)

Hola,

Estoy reciviendo este error sin haber cambiado nada en la configuracion.
alguien saber como resolverlo y porque pasa?

Gracias
by cris12345
18 Aug 2017, 16:44
Forum: OTRS Developers
Topic: dynamic_field_value Table too big
Replies: 0
Views: 177

dynamic_field_value Table too big

Hello,

Since I'm working with KIX4OTRS the table dynamic_field_value is increasing so fast. It is in 13707.81MB
what could be wrong?

The storage mode is FS not DB.

Thanks
by cris12345
18 Aug 2017, 16:42
Forum: OTRS Developers
Topic: ERROR Can't connect to MySQL server on "ip"
Replies: 1
Views: 254

ERROR Can't connect to MySQL server on "ip"

Hello,

I'm receiving this error:
Can't connect to MySQL server on "ip"

what could be the error?

Thanks
by cris12345
14 Aug 2017, 21:52
Forum: Ayuda
Topic: Mover OTRS a otro servidor
Replies: 0
Views: 160

Mover OTRS a otro servidor

Hola,

Debo mover el otrs a otro servidor.
Ya hice un backup de la BD
Pero nose que mas debo hacer, principalmente porque cambie el storage mode a articleStorageFS.

Gracias
by cris12345
14 Aug 2017, 21:14
Forum: Help
Topic: Move otrs to other server
Replies: 1
Views: 239

Move otrs to other server

Hi,

I need to move OTRS to other server, so I backup the DB.
But what else I have to do? If I changed the storage mode to articleStorageFS.

Thanks
by cris12345
07 Aug 2017, 23:46
Forum: OTRS Developers
Topic: An error occurred: Need TicketID! {URGENT} :(
Replies: 0
Views: 179

An error occurred: Need TicketID! {URGENT} :(

Hello,

I'm trying to create a phone ticket and I received this error.

It was working like an hour ago... I didn't make any changes.

I searched the TicketCounter.log and showed me this: 312;2017-08-07;

I don't know what else I can check.
Any idea why it is happening?

NeedTicketID.PNG
by cris12345
25 Jul 2017, 17:26
Forum: OTRS Developers
Topic: select two filters value in queue view
Replies: 1
Views: 256

select two filters value in queue view

Hi, I added a dynamic field as a column in queue view, when I hit the filter button appears the options, however I only can choose one and it automatically search. Is it possible to choose more than one value? And how can I include the dynamic field variables as a filters in the search popup? Becaus...
by cris12345
19 Jul 2017, 23:50
Forum: OTRS Developers
Topic: OTRS has survey?
Replies: 3
Views: 437

Re: OTRS has survey?

I don't have an online repository.
Is there a place I can download it? So I can upload it in package manager like KIX4OTRS for example.

Thanks!
by cris12345
18 Jul 2017, 17:58
Forum: OTRS Developers
Topic: Add dynamic field in Bulk popup
Replies: 0
Views: 207

Add dynamic field in Bulk popup

Hi,
How can I add a dynamic field in the Bulk popup?

I search AgentTicketBulk and there is not option for it in Frontend::Agent::Ticket::ViewBulk
by cris12345
14 Jul 2017, 17:58
Forum: OTRS Developers
Topic: OTRS has survey?
Replies: 3
Views: 437

OTRS has survey?

Hello,

I'm wondering if OTRS has a survey for the closed tickets

I was thinking to add the survey link to the close notification but I need to match the survey to the ticket number :(

any ideas?

Thanks
by cris12345
11 Jul 2017, 19:29
Forum: OTRS Developers
Topic: Is it possible to avoid lock the ticket when it changes the owner inside the tickt?
Replies: 2
Views: 351

Is it possible to avoid lock the ticket when it changes the owner inside the tickt?

Hello, I know that in queue view and bulk there is a unlock tickets option. But, Is it possible to avoid lock the ticket when it changes the owner inside the ticket? I'm using KIX4OTRS so the change owner option is in the regular menu and also in ticket core data tab. But I dont know if is possible ...
by cris12345
11 Jul 2017, 15:50
Forum: OTRS Developers
Topic: Put close time as column in queue view
Replies: 2
Views: 374

Re: Put close time as column in queue view

I realized it is needed in Edit Config Settings in Ticket → Frontend::Agent::Ticket::ViewStatus but thanks.

However I need to show the ticket close time, do you now the variable name to show that value?
by cris12345
10 Jul 2017, 16:59
Forum: OTRS Developers
Topic: Put close time as column in queue view
Replies: 2
Views: 374

Put close time as column in queue view

Hello,

Do you know how to add close time or any other columns from ticket table as a column in queue view?

Thanks
by cris12345
07 Jul 2017, 17:12
Forum: OTRS Developers
Topic: I dont know why I'm receiving this error
Replies: 0
Views: 201

I dont know why I'm receiving this error

Hello,

Do you know what this error means?
I don't know why I'm receiving this error

L_BD7.tmp.PNG
by cris12345
05 Jul 2017, 23:24
Forum: OTRS Developers
Topic: Check email answerOrthography
Replies: 4
Views: 394

Re: Check email answerOrthography

Thanks!!! :)
by cris12345
05 Jul 2017, 21:35
Forum: OTRS Developers
Topic: Check email answerOrthography
Replies: 4
Views: 394

Re: Check email answerOrthography

Hi, I don't know if it is failing because is a pop up window. But it doesn't check. These are my option on right click: badCheckSpelling.png Is there something I have to configure in Firefox? I followed these steps and restarted Firefox and still it doesn't check: 1-Click the menu button and choose ...
by cris12345
05 Jul 2017, 16:26
Forum: OTRS Developers
Topic: Check email answerOrthography
Replies: 4
Views: 394

Check email answerOrthography

Hello,
Any of you know if is possible to add some check Orthography/grammatical in the email reply that is the AgentTicketCompose?
And copy format function?
format.PNG
by cris12345
05 Jul 2017, 16:18
Forum: OTRS Developers
Topic: Copy TABLE email body data into ticket fields
Replies: 4
Views: 488

Re: Copy TABLE email body data into ticket fields

Sure, I attached two images. One is how the email body looks and the other is how the table structure is without borders.
Basically is a title, then appears the table (2 columns) and the rows count can change and later other title.

Thanks
by cris12345
23 Jun 2017, 21:34
Forum: OTRS Developers
Topic: Copy TABLE email body data into ticket fields
Replies: 4
Views: 488

Re: Copy TABLE email body data into ticket fields

Yes I used it.
But is not what I need because I can find data from body searching and specific word.
Or maybe has a functionality that I don't know
Because sometimes the field can be null or is a name so I have to read it because I don't know the options it can contains.
by cris12345
21 Jun 2017, 00:03
Forum: OTRS Developers
Topic: Copy TABLE email body data into ticket fields
Replies: 4
Views: 488

Copy TABLE email body data into ticket fields

Hello, Is there a way to create a ticket based on a table in the email body? where the body table ihas only two columns: "Columns Name List"| "Values" For example: Type | type1 RequestorName | Cristina Location | CR ...etc So I want that OTRS ticket type automatically be complete...
by cris12345
20 Jun 2017, 21:23
Forum: OTRS Developers
Topic: Attachments Download button on articles doesnt work
Replies: 2
Views: 352

Re: Attachments Download button on articles doesnt work

Thanks! that works. I thought everyone has access to all the action inside the ticket.

Thanks for your help!
by cris12345
19 Jun 2017, 21:28
Forum: OTRS Developers
Topic: Attachments Download button on articles doesnt work
Replies: 2
Views: 352

Attachments Download button on articles doesnt work

Hello, I don't know if this is KIX4OTRS or OTRS but when I installed KIX4OTRS it divides the ticket in some tabs like articles, core data, attachments, object link, etc. I realized there are 2 ways to download an attachment, 1- in the attachment tab and 2- in the article tab near to the print and re...
by cris12345
17 Jun 2017, 00:00
Forum: OTRS Developers
Topic: Is there a maximun ticket amount that I can received at the same time?
Replies: 1
Views: 384

Is there a maximun ticket amount that I can received at the same time?

Hello Is a restricted amount of tickets that we can received in the free version? or an maximum users connected at the same time? Because I'm testing the free version and I realized some emails are not getting into the queue and also are not in the closed section. And we are 3 people only. So I dont...
by cris12345
05 Jun 2017, 21:17
Forum: OTRS Developers
Topic: Ticket Creation Time in queue columns
Replies: 0
Views: 302

Ticket Creation Time in queue columns

Hello,

I saw queue view use a "age" field but I'm wondering if is possible to show the creation time field as a column in the queue view.
A column like ticket number, title, etc.
Because searching by name in the settings buttons creation time is not available.

Thanks
by cris12345
31 May 2017, 20:33
Forum: General
Topic: URGENT HELP!: Can't locate Kernel/Config.pm
Replies: 4
Views: 604

Re: URGENT HELP!: Can't locate Kernel/Config.pm

yes, you're right! THANK YOU SO MUCH!!
by cris12345
31 May 2017, 20:09
Forum: General
Topic: URGENT HELP!: Can't locate Kernel/Config.pm
Replies: 4
Views: 604

URGENT HELP!: Can't locate Kernel/Config.pm

Hi, I was trying to add ACL code in the Config.pm. 1- First I copied the Config.pm file to my personal folder 2- Added the ACL code 3-Moved the file to Kernel folder 4- And then I received this error in browser: "Internal Server Error The server encountered an internal error or misconfiguration...
by cris12345
26 May 2017, 22:57
Forum: OTRS Developers
Topic: Help with ACL
Replies: 4
Views: 692

Re: Help with ACL

Thanks for your answer!

If I used the syntax :

Possible => {
Ticket => {
DynamicField_<name> => ['some value'],

In which file (path) should I include it?
by cris12345
26 May 2017, 21:08
Forum: OTRS Developers
Topic: Help with ACL
Replies: 4
Views: 692

Re: Help with ACL

Hi, Thanks! I used Possible but in the next action I have to specified the values for a dynamic field dropwdown and that is what I don't know how to do it. What I did: After select Possible dynamic field is not an option also inside ticket, so I selected ticket and wrote dynamicfield_name and then i...
by cris12345
26 May 2017, 19:38
Forum: OTRS Developers
Topic: SLA time format doubt
Replies: 1
Views: 459

SLA time format doubt

Hello, Quick question, the SLA is saving the minutes amount according to each calendar, but in somehow it saved the final hour in a regular time format? I mean, If a ticket is created at 3pm and only have 2hours of SLA I have to write 120 in solution time section on the SLA. But in the database tabl...

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