Search found 13613 matches

Go to advanced search

by jojo
23 Jun 2017, 13:44
Forum: Hilfe
Topic: Ticket wechselt nicht zu open wenn pending Zeit erreicht ist
Replies: 5
Views: 104

Re: Ticket wechselt nicht zu open wenn pending Zeit erreicht ist

Pending reminder und pending Auto sind 2 unterschiedliche Statustypen. Du benötigst auch entsprechend jeweils Status mit diesem Typ
by jojo
23 Jun 2017, 13:41
Forum: Hilfe
Topic: Einbinden externer Backends mit identischen IDs
Replies: 3
Views: 73

Re: Einbinden externer Backends mit identischen IDs

Eine Mailadresse ist immer eindeutig. Da kann auch Kix nichts dran ändern
by jojo
23 Jun 2017, 13:39
Forum: Allgemeines
Topic: Ticket Owner - wo bearbeitbar?
Replies: 1
Views: 37

Re: Ticket Owner - wo bearbeitbar?

Am besten die sysconfig zurück setzen da wir auch nicht wissen was Du alles geändert hast
by jojo
23 Jun 2017, 02:04
Forum: General
Topic: OTRS as Requester: Web Service (How To?)
Replies: 5
Views: 138

Re: OTRS as Requester: Web Service (How To?)

OTRS as requester works only with the OTRS Business Solution or Development
by jojo
22 Jun 2017, 12:05
Forum: General
Topic: OTRS as Requester: Web Service (How To?)
Replies: 5
Views: 138

Re: OTRS as Requester: Web Service (How To?)

actually there is no code to ue OTRS as requester build in, just for OTRS as provider. As part of the OTRS Business Solution™ this code is available.

So if you wan't to develop this you have to create the needed Operations (OTRS specific PERL code)
by jojo
22 Jun 2017, 10:27
Forum: General
Topic: OTRS as Requester: Web Service (How To?)
Replies: 5
Views: 138

Re: OTRS as Requester: Web Service (How To?)

Requesters would need additional software e.g. the OTRS Business Solution™or development.

You'll find several examples on blog.otrs.com
by jojo
22 Jun 2017, 08:45
Forum: Hilfe
Topic: [gelöst] Outlook Weiterleitung an OTRS
Replies: 9
Views: 144

Re: Outlook Weiterleitung an OTRS

Hallo, Da wir durch Exchange nicht "bouncen" könne, dachte ich, die "Reply To" Variante sollte gehen. Dadurch wird der CustomerUser aber nicht gesetzt... Weiss jemand wie ich das automatisiert hinkriege? Hier ein Problem mit Gewalt in OTRS lösen zu wollen das nur entsteht weil Eu...
by jojo
21 Jun 2017, 13:28
Forum: Help
Topic: Impossible to send message to: (mailaddress)
Replies: 6
Views: 995

Re: Impossible to send message to: (mailaddress)

check your mailserver logs
update to the latest patchlevel (your version is also vulnerable to some critical security issues!)
by jojo
21 Jun 2017, 11:09
Forum: Allgemeines
Topic: Ticket Verantwortung über Aktionsleiste übernehmen
Replies: 1
Views: 38

Re: Ticket Verantwortung über Aktionsleiste übernehmen

klar geht das technisch, Du müsstest nur eine entsprechechende Funktion entwickeln
by jojo
21 Jun 2017, 11:07
Forum: Hilfe
Topic: Mehrere Kunden auf eine Queue
Replies: 7
Views: 94

Re: Mehrere Kunden auf eine Queue

Der von RoH1 vorgeschlagene Weg ist der einzigste der Out of the box funktieren würde. Alles andere ist (auch aus Sicherheitsgründen) nicht vorgesehen und bedarf einer wohl durchdachten Entwicklung
by jojo
21 Jun 2017, 09:23
Forum: Hilfe
Topic: Mehrere Kunden auf eine Queue
Replies: 7
Views: 94

Re: Mehrere Kunden auf eine Queue

Kunden haben immer nur Zugriff Tickets mit der gleichen CustomerID, dabei ist es erstmal unerheblich in welcher Queue die Tickets liegen.
by jojo
20 Jun 2017, 23:12
Forum: Hilfe
Topic: [gelöst] Outlook Weiterleitung an OTRS
Replies: 9
Views: 144

Re: Outlook Weiterleitung an OTRS

Hallo, Lösung 2 (Forward als Anhang) Gem. https://www.helpdesk.rrze.uni-erlangen.de/otrs/public.pl?Action=PublicFAQZoom;ItemID=1234 sollte es möglich sein, den Postmaster so einzustellen, dass aus E-Mail Anhängen neue Tickets in der entsprechenden Queue erstellt werden? Sieht nach einer selbstgestri...
by jojo
20 Jun 2017, 23:07
Forum: Hilfe
Topic: [gelöst] Outlook Weiterleitung an OTRS
Replies: 9
Views: 144

Re: Outlook Weiterleitung an OTRS

Hallo, am einfachsten ist es wenn die Mail immer direkt an das OTRS geschickt wird. Lösung1 (einfaches Forward, a la zendesk) Ähnlich dem Prinzip wie hier beschrieben: https://support.zendesk.com/hc/en-us/articles/203663316-Passing-an-email-to-your-support-address#topic_ym4_2ng_3k Ist das überhaupt ...
by jojo
19 Jun 2017, 14:08
Forum: OTRS Developers
Topic: DynamicField Contact With Data Tags
Replies: 2
Views: 111

Re: DynamicField Contact With Data Tags

As Contact with Data is part of the OTRS Business Solution please contact the OTRS AG Servicedesk for support
by jojo
19 Jun 2017, 11:34
Forum: Hilfe
Topic: Agent Notification falscher Absender
Replies: 4
Views: 117

Re: Agent Notification falscher Absender

Mach erstmal ein Update auf das letzte Patchlevel bzw. eine aktuelle Version (5.0.20)
by jojo
19 Jun 2017, 10:38
Forum: Hilfe
Topic: Agent Notification falscher Absender
Replies: 4
Views: 117

Re: Agent Notification falscher Absender

OTRS version?
by jojo
19 Jun 2017, 10:37
Forum: General
Topic: Workflow -> Change Ticket State
Replies: 3
Views: 152

Re: Workflow -> Change Ticket State

check if you have a state called closed (which is not existing by default)
by jojo
15 Jun 2017, 10:46
Forum: Help
Topic: Change ticket type and status
Replies: 11
Views: 267

Re: Change ticket type and status

with the described GenericAgent it can not work... As it will not match Some question/suggestionss: - How do you change ticket type? - is the event module active switching from new -> open on lock - why should the ticket stay new, as you (as an agent) already worked on it - Classification of a ticke...
by jojo
15 Jun 2017, 00:25
Forum: General
Topic: Create Article using Transition Action
Replies: 4
Views: 220

Re: Create Article using Transition Action

check the logfile
by jojo
14 Jun 2017, 22:08
Forum: General
Topic: Regular Expression to filter emails - Postmaster filter
Replies: 11
Views: 3657

Re: Regular Expression to filter emails - Postmaster filter

only one capture is allowed in OTRS5 per Postmaster Filter, OTRS6 will have named captures(thanks to RenéeB)
by jojo
14 Jun 2017, 10:25
Forum: General
Topic: [RESOLVED] Upgrade to OTRS 5.0.19 Major Issue
Replies: 4
Views: 224

Re: [RESOLVED] Upgrade to OTRS 5.0.19 Major Issue

Well, then you should consider getting rid of this code if there is no update 1 week after an official security fix for the framework
by jojo
12 Jun 2017, 21:55
Forum: General
Topic: Postmaster Mailbox script not running properly
Replies: 12
Views: 268

Re: Postmaster Mailbox script not running properly

No. The mailing system is part of the Linux box. You Linux Sysadmin should be able to help
by jojo
12 Jun 2017, 21:54
Forum: General
Topic: [RESOLVED] Upgrade to OTRS 5.0.19 Major Issue
Replies: 4
Views: 224

Re: Upgrade to OTRS 5.0.19 Major Issue

BenI wrote:
I am aware that there is 5.0.20 but KIXCore and KIX4OTRS does not yet support it, so we are stuck with 5.0.19 for now.


Which has 2 (1 major) security issues...
by jojo
12 Jun 2017, 10:42
Forum: Help
Topic: Merged ticket doesn´t get "merged" state
Replies: 4
Views: 144

Re: Merged ticket doesn´t get "merged" state

Check if LinkObject::ViewMode is set to complex
by jojo
12 Jun 2017, 10:40
Forum: Help
Topic: [SOLVED] Customer Ticket Template
Replies: 10
Views: 248

Re: Customer Ticket Template

customers don't have templates. Templates can only be used in Agent Interface.
Each queue has a signature assigned
by jojo
12 Jun 2017, 10:15
Forum: Help
Topic: Merged ticket doesn´t get "merged" state
Replies: 4
Views: 144

Re: Merged ticket doesn´t get "merged" state

- Update to the latest patchlevel (5.0.20), your version has several security issues
- Check your config about the states
- the shown columns for the ticket in the Linked Objects table can be choosen by each agent (just klick to the icon on the upper right corner of the table)
by jojo
12 Jun 2017, 09:17
Forum: Allgemeines
Topic: OTRS Berichttypen und Ihre Funktionen
Replies: 4
Views: 98

Re: OTRS Berichttypen und Ihre Funktionen

Doch TicketAccumalation
by jojo
12 Jun 2017, 04:26
Forum: General
Topic: Postmaster Mailbox script not running properly
Replies: 12
Views: 268

Re: Postmaster Mailbox script not running properly

you should switch to send mails to the otrs server direct instead of polling a mailbox (which is much faster)
by jojo
09 Jun 2017, 23:21
Forum: Help
Topic: [SOLVED] Customer Ticket Template
Replies: 10
Views: 248

Re: Customer Ticket Template

you have to adjust the signatures for the queues (did you read the manual?)
by jojo
09 Jun 2017, 12:21
Forum: General
Topic: Accesing only Customer interface from Internet
Replies: 2
Views: 180

Re: Accesing only Customer interface from Internet

Not in OTRS directly. You might use a reverse proxy or adjust the apache config.

Also you should upgrade our OTRS version as you are using an unmantained and unsecure OTRS version!
by jojo
09 Jun 2017, 06:14
Forum: Help
Topic: Disable GenericInterface Note
Replies: 4
Views: 119

Re: Disable GenericInterface Note

the one your programmer did
by jojo
09 Jun 2017, 06:05
Forum: Help
Topic: Disable GenericInterface Note
Replies: 4
Views: 119

Re: Disable GenericInterface Note

check the external script which uses the generic interface (as this one adds the article)
by jojo
09 Jun 2017, 05:31
Forum: General
Topic: Postmaster Mailbox script not running properly
Replies: 12
Views: 268

Re: Postmaster Mailbox script not running properly

Character Sets and encodings (especially in the Subject)
by jojo
08 Jun 2017, 22:22
Forum: Help
Topic: State update
Replies: 1
Views: 89

Re: State update

A note, Queue move or owner assignment is not a response...

You can activate an event module which will change the state on first lock via sysconfig
by jojo
08 Jun 2017, 22:19
Forum: General
Topic: Postmaster Mailbox script not running properly
Replies: 12
Views: 268

Re: Postmaster Mailbox script not running properly

the NMS mail seems somehow wrongly formatted, check it. Also you should update to the latest version of OTRS as OTRS 3x is not supported and a lot of changes were made over the years (also in mail processing)
by jojo
06 Jun 2017, 23:46
Forum: OTRS & Forum News
Topic: Critical security updates
Replies: 3
Views: 181

Re: Critical security updates

Kernel/Modules/Installer.pm for the critical issue. But still a full upgrade is suggested
by jojo
06 Jun 2017, 14:57
Forum: OTRS & Forum News
Topic: Critical security updates
Replies: 3
Views: 181

Critical security updates

Hi, please be inforrmed that today we released the OSA-2017-02 and OSA-2017-03 covering critical and medium vulnerabilities. Please update to the latest pacthlevel of the supported versions. https://www.otrs.com/security-advisory-2017-02-security-update-otrs-versions/ https://www.otrs.com/security-a...
by jojo
06 Jun 2017, 08:35
Forum: Help
Topic: Dynamic Fields connection with Config Items
Replies: 2
Views: 93

Re: Dynamic Fields connection with Config Items

That's part of the OTRS Business Solution
by jojo
06 Jun 2017, 01:19
Forum: Hilfe
Topic: Erster Seitenaufruf dauert mehrere Minuten
Replies: 2
Views: 137

Re: Erster Seitenaufruf dauert mehrere Minuten

das hört sich nach einem langsamen Aufbau des Caches an. Entweder dauert das abrufen der Daten aus den Quellen oder das Schreiben/Lesen des Caches zu lange.
by jojo
31 May 2017, 22:49
Forum: General
Topic: ADD
Replies: 1
Views: 162

Re: ADD

did you read the admin manual? (http://doc.otrs.org)
by jojo
30 May 2017, 19:13
Forum: Help
Topic: non-admin agent can call Kernel::Modules:Installer.pm
Replies: 5
Views: 257

Re: non-admin agent can call Kernel::Modules:Installer.pm

Thanks, I removed the critical part to avoid security breaches till official release of the OTRS Security Announcement

Thank you for reporting!
by jojo
30 May 2017, 18:12
Forum: General
Topic: [SOLVED] Send an e-mail without create an article
Replies: 2
Views: 134

Re: Send an e-mail without create an article

No, there is no way actually via email. What about using a SMS notification sending the value of a dynamic field (and limit the access to the historie for these tickets)
by jojo
30 May 2017, 12:29
Forum: Help
Topic: Migration 3.3.3 to 5.0.19
Replies: 3
Views: 94

Re: Migration 3.3.3 to 5.0.19

if the database is now MySQL and will be MySQL in future you can just export it (mysqldump). Import it on the new server and start the migration
by jojo
30 May 2017, 12:28
Forum: Hilfe
Topic: Queueberechtigung Bearbeiter/Verantwortlicher
Replies: 6
Views: 149

Re: Queueberechtigung Bearbeiter/Verantwortlicher

Eine Rolle gibt Rechte auf die Queues, was willst Du denn nun erreichen?
by jojo
30 May 2017, 08:30
Forum: General
Topic: Nagios Acknowledge Intergeration
Replies: 11
Views: 287

Re: Nagios Acknowledge Intergeration

What happens if you lock the ticket?
Is there anything in the OTRS log (switch to debug level first)
is there anything in the Nagios log
Can you reach the Nagios server from the OTRS server
by jojo
29 May 2017, 23:43
Forum: Help
Topic: Filed a_from of table Article
Replies: 1
Views: 81

Re: Filed a_from of table Article

the field always contains the sender (which normally is the customer)
by jojo
29 May 2017, 23:35
Forum: Hilfe
Topic: Ticket Bearbeitung nur während der Arbeitszeit
Replies: 3
Views: 114

Re: Ticket Bearbeitung nur während der Arbeitszeit

nein, was bitte ist denn Dein Usecase?

Go to advanced search

cron