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by crythias
13 Mar 2017, 04:27
Forum: Help
Topic: Sub queues
Replies: 5
Views: 149

Re: Sub queues

Queues are for groups of agents able to handle tickets in that category.
Don't use customer or task or project based Queues.
Use Services for what the Agents are servicing.
by crythias
24 Feb 2017, 02:41
Forum: Help
Topic: Customers and Groups
Replies: 1
Views: 105

Re: Customers and Groups

by crythias
02 Jan 2017, 20:40
Forum: General
Topic: General Catalog / Class: Sorting of Numbers
Replies: 5
Views: 263

Re: General Catalog / Class: Sorting of Numbers

input fields assume text, so WYSIWYG
by crythias
02 Jan 2017, 16:42
Forum: General
Topic: Client needs to see in their web interface the reason for closing a ticket.
Replies: 5
Views: 280

Re: Client needs to see in their web interface the reason for closing a ticket.

Also Ticket -> Frontend::Agent::Ticket::ViewClose
Ticket::Frontend::AgentTicketClose###ArticleTypes
add [+}
note-external 1
by crythias
02 Jan 2017, 16:34
Forum: General
Topic: General Catalog / Class: Sorting of Numbers
Replies: 5
Views: 263

Re: General Catalog / Class: Sorting of Numbers

or leading zeros in text field
by crythias
02 Jan 2017, 16:30
Forum: General
Topic: SMTP authentication failed: 5355.7.3 Authentication unsuccessful
Replies: 1
Views: 141

Re: SMTP authentication failed: 5355.7.3 Authentication unsuccessful

Among other ways to get around this is to not use authentication and set Exchange to allow anonymous connections from your OTRS IP address.
by crythias
02 Jan 2017, 16:28
Forum: General
Topic: Change Ticket SLA when get solution Escalation
Replies: 2
Views: 144

Re: Change Ticket SLA when get solution Escalation

Probably not because you could constantly change SLAs and therefore never be in violation of your agreement.
by crythias
09 Sep 2016, 18:19
Forum: General
Topic: How to change Mytickets page after customer login
Replies: 7
Views: 700

Re: How to change Mytickets page after customer login

This is an old thread. If you look at the customer side and go to the page you want the customer to see, you'll get a better hint as to what is needed.
by crythias
09 Sep 2016, 18:16
Forum: General
Topic: Ticket hook change
Replies: 4
Views: 321

Re: Ticket hook change

No practical solutions without adjusting the code for the current generator to look up the old generated ticket info.
by crythias
31 Aug 2016, 16:03
Forum: General
Topic: Ticket hook change
Replies: 4
Views: 321

Re: Ticket hook change

This is because the code for followups relies on matching hooks and numbering schemes.
by crythias
31 Aug 2016, 16:02
Forum: General
Topic: Next ticket state after customer panel reply
Replies: 3
Views: 240

Re: Next ticket state after customer panel reply

Neutral is generally "open".
by crythias
02 Aug 2016, 20:57
Forum: Help
Topic: OTRS Email Setup - Dreamhost
Replies: 6
Views: 181

Re: OTRS Email Setup - Dreamhost

The server that is running OTRS has no path (via DNS or port/firewall) to the IMAP server. Either it can't resolve the name via DNS or it can't get to the port because of route or firewall. From a command line, you should be able to ping the server. If it resolves, it's not a DNS issue. From a comma...
by crythias
02 Aug 2016, 20:48
Forum: Help
Topic: OTRS Email Setup - Dreamhost
Replies: 6
Views: 181

Re: OTRS Email Setup - Dreamhost

plattnat wrote:
Message: IMAP: Can't connect to imap.solidblueliquid.co.uk

Fix this.
by crythias
02 Aug 2016, 15:31
Forum: Help
Topic: Otrs Locks Up
Replies: 13
Views: 585

Re: Otrs Locks Up

Also, what does top say?
by crythias
02 Aug 2016, 15:30
Forum: Help
Topic: Undelivered Mail Returned to Sender - connect to ticket
Replies: 2
Views: 160

Re: Undelivered Mail Returned to Sender - connect to ticket

If the sender address of the ticket is not one that the bounce will reply to and possibly create a ticket, that might be an issue.

Likewise if there is a configured filter (such as in SysConfig) that sets X-OTRS-Ignore for bounce messages, they also won't make articles for tickets.
by crythias
02 Aug 2016, 15:27
Forum: Help
Topic: OTRS Email Setup - Dreamhost
Replies: 6
Views: 181

Re: OTRS Email Setup - Dreamhost

There are multiple different answers ranging from firewall to password to port usage.

What did you try, what errors are you encountering, what do the logs say?
by crythias
01 Aug 2016, 22:52
Forum: General
Topic: Postmaster filter question
Replies: 8
Views: 374

Re: Postmaster filter question

Another way is to send to different queues, one of which has an autoreply and one that doesn't.
by crythias
01 Aug 2016, 14:18
Forum: General
Topic: Amazon ses service
Replies: 6
Views: 355

Re: Amazon ses service

You may want to adjust Notificaton Sender in SysConfig
by crythias
28 Jul 2016, 21:03
Forum: Help
Topic: [SOLVED] Reset ticket id
Replies: 8
Views: 401

Re: Reset ticket id

DISCLAIMER: The following is not recommended, may not work, depends on multiple variables, but in general: Your data is your responsibility. Make and verify backups. http://stackoverflow.com/questions/8923114/how-to-reset-auto-increment-in-mysql Summary: DO NOT DO THIS you shouldn't ever need to do ...
by crythias
27 Jul 2016, 21:37
Forum: Help
Topic: Remove some states from dashboard "Escalated tickets"
Replies: 3
Views: 211

Re: Remove some states from dashboard "Escalated tickets"

Absolutely my pleasure. Note that it's entirely acceptable (IIRC; I don't use it) to use the Phone Call Outbound with next state pending close to do both things.
by crythias
27 Jul 2016, 18:19
Forum: Help
Topic: Adding Agent-Name in Sender-Name
Replies: 5
Views: 296

Re: Adding Agent-Name in Sender-Name

pebeITS wrote:Do you mean "predefined answers"?

Yes. Unless it's required that the customers have to log in to see what you updated.
by crythias
21 Jul 2016, 15:38
Forum: General
Topic: Validation in LDAP Mapping
Replies: 3
Views: 175

Re: Validation in LDAP Mapping

All fields that have values will be shown.
by crythias
19 Jul 2016, 20:32
Forum: Help
Topic: Generic Agent : execution order
Replies: 4
Views: 217

Re: Generic Agent : execution order

You could have part of your GA execution change a Dynamic Field which is a requisite for a subsequent step.
by crythias
19 Jul 2016, 17:43
Forum: Help
Topic: State After Pending not working
Replies: 10
Views: 407

Re: State After Pending not working

Make sure both columns contain valid states and are case sensitively spelled properly.
by crythias
19 Jul 2016, 17:36
Forum: Help
Topic: Unexisting table: otrs.time_accounting_user_period
Replies: 4
Views: 220

Re: Unexisting table: otrs.time_accounting_user_period

epferreira wrote:can you explain me what otrs.time_accounting is for?

It accumulates the agent-entered time spent per article of a given ticket.
by crythias
19 Jul 2016, 17:29
Forum: General
Topic: Created Process Ticket - 'Customer' unable to view it
Replies: 2
Views: 185

Re: Created Process Ticket - 'Customer' unable to view it

The process ticket is configurable from each activity dialog. The first AD determines if the Process ticket is A or C or AC for whether it's available to Agent or Customer or Both.

Available in Agent Interface, Agent and Customer Interface, Customer Interface
by crythias
14 Jul 2016, 22:42
Forum: General
Topic: Notyfication to Customer User without OTRS account.
Replies: 2
Views: 231

Re: Notyfication to Customer User without OTRS account.

perhaps a not-so-nice way is to check domain and assign both user and customer_id (customer_no) of an account you already have.
by crythias
13 Jul 2016, 21:58
Forum: Help
Topic: Adding Agent-Name in Sender-Name
Replies: 5
Views: 296

Re: Adding Agent-Name in Sender-Name

pebeITS wrote:When an agent adds an external note, our customers get an notification about that.

Why? That's what templates are for.
by crythias
13 Jul 2016, 21:54
Forum: Help
Topic: Remove some states from dashboard "Escalated tickets"
Replies: 3
Views: 211

Re: Remove some states from dashboard "Escalated tickets"

wheelshot wrote:I would like to remove the pending autoclose states from that module cause its confusing agents that dont have the column "States" displayed.

Except that pending states don't conform to escalation criteria. They're still escalated until the milestone applies.
by crythias
07 Jul 2016, 14:50
Forum: Help
Topic: [SOLVED] Connecting I-doIT with OTRS - Help!
Replies: 2
Views: 215

Re: Connecting I-doIT with OTRS - Help!

The response message indicates that the request was not properly formatted. Either OTRS isn't directed to provide the request in a json format, or OTRS isn't able to do it. Or, alternatively, I-doIT is denying that the request is properly formatted. Nonetheless, this is not a core OTRS function and ...
by crythias
07 Jul 2016, 14:45
Forum: General
Topic: Queue View - showing also close tickets
Replies: 6
Views: 358

Re: Queue View - showing also close tickets

When you have 10,000 closed tickets, this will create a burden on your system.
You probably want to save a "Closed in the last X days" magnifying glass search.
by crythias
06 Jul 2016, 18:43
Forum: Howtos
Topic: How to only accept tickets from customers in your database
Replies: 10
Views: 13404

Re: How to only accept tickets from customers in your database

In theory, it should ... you might need to change how logging or email alerts work. https://github.com/OTRS/otrs/blob/rel-5_0/Kernel/System/PostMaster/NewTicket.pm#L212 $Kernel::OM->Get('Kernel::System::Log')->Log( Priority => 'Info', Message => "$_ not in database" ); return; MichaelR's e...
by crythias
06 Jul 2016, 18:30
Forum: Help
Topic: Limit the priority of customer users
Replies: 3
Views: 186

Re: Limit the priority of customer users

Don't be sad. PossibleNot is a keyword in the ACL. It should be used to do what you want.
by crythias
06 Jul 2016, 18:29
Forum: Help
Topic: [SOLVED] Otrs Daemon doesn't run on startup
Replies: 9
Views: 678

Re: Otrs Daemon doesn't run on startup

My crontab was looking for the daemon at $HOME/bin/otrs.Daemon.pl start, when it was actually located in /opt/otrs/bin/otrs.Daemon.pl start I just ran crontab -e and fixed the path Edit: Using $OTRSHOME instead of $HOME may have fixed it too? I instead used the absolute path $HOME should be /opt/ot...
by crythias
06 Jul 2016, 18:20
Forum: Help
Topic: Company Tickets doesn't show tickets other users
Replies: 1
Views: 106

Re: Company Tickets doesn't show tickets other users

Use at your own risk. Make and test backups. Your data is your responsibility. Here's a sample Excel cell code. A2="BadName" B2="GoodName" C2= ="UPDATE ticket set customer_id="""&B2&""" WHERE customer_id="""&A2&&qu...
by crythias
06 Jul 2016, 18:08
Forum: General
Topic: Change Set ticket to Pending and define Service
Replies: 1
Views: 145

Re: Change Set ticket to Pending and define Service

Services <-> Customer, Directly assigned to customer or default services on the left.
by crythias
05 Jul 2016, 16:03
Forum: General
Topic: Amazon ses service
Replies: 6
Views: 355

Re: Amazon ses service

Please look at your ses logs and determine path and any error messages relating to email transmission failure.
by crythias
03 Jul 2016, 18:03
Forum: Help
Topic: What does TicketACL() do?
Replies: 2
Views: 118

Re: What does TicketACL() do?

https://otrs.github.io/doc/api/otrs/5.0/Perl/Kernel/System/Ticket/TicketACL.pm.html Basically, TicketACL is the processor for ACLs defined in Config.pm, etc. http://otrs.github.io/doc/manual/admin/5.0/en/html/customization.html#acl Among the examples given, if one wishes to assert an ACL via code/A...
by crythias
01 Jul 2016, 18:48
Forum: Help
Topic: Notification for Process Management
Replies: 5
Views: 236

Re: Notification for Process Management

Not automatically, no, unless otherwise the creator is a customer, then appropriate notifications to customer should/might work.
by crythias
01 Jul 2016, 18:44
Forum: Howtos
Topic: A tutorial on Config/GenericAgent.pm
Replies: 7
Views: 5232

Re: A tutorial on Config/GenericAgent.pm

Please don't use this moderated forum (HowTos) for discussion on implementation. Kindly use another (Help?) forum on this site.
by crythias
01 Jul 2016, 15:12
Forum: Help
Topic: Reminders sent to external parties
Replies: 2
Views: 130

Re: Reminders sent to external parties

Unfortunately, you cannot automate reminders to addresses your system can't reference. Even if you did automate the task of reminder, the recipient could only be used in a generic sense for customers or agents. It might be programmable to check for the current/last recipient(s) and send to them agai...
by crythias
01 Jul 2016, 15:00
Forum: General
Topic: Where to put Custom Javascript Code for Activity Dialogs !
Replies: 1
Views: 147

Re: Where to put Custom Javascript Code for Activity Dialogs !

You may need to put it in the .tt referenced for the ActivityDialog itself.
by crythias
01 Jul 2016, 14:58
Forum: General
Topic: No Dynamic Field Default Value Change by Activity Dialog
Replies: 9
Views: 476

Re: No Dynamic Field Default Value Change by Activity Dialog

If the Dynamic Field is a select/drop down box, only the listed available options will be provided/available.

Otherwise, screenshot(s) of what you think you configured might be useful.
by crythias
01 Jul 2016, 14:55
Forum: General
Topic: Make a Dynamic Field read only after its value is entered once in another Activity Dialog
Replies: 2
Views: 192

Re: Make a Dynamic Field read only after its value is entered once in another Activity Dialog

You should be able to do one of the following:
1) the interface where you drag the variables allows that the variables are read only.
2) you can use the transition action to assign the value to a dummy variable
by crythias
28 Jun 2016, 18:17
Forum: Help
Topic: Notification for Process Management
Replies: 5
Views: 236

Re: Notification for Process Management

It's a ticket, so normal notifications would work as long as the ticket is in the queue and the queue is part of the User preferences My Queues. Most tickets won't have a notification to creator unless: The ticket is locked and the creator is the owner The ticket is unlocked and the creator is a mem...
by crythias
27 Jun 2016, 23:40
Forum: Help
Topic: [SOLVED]Changing lock/unlock text
Replies: 5
Views: 198

Re: [SOLVED]Changing lock/unlock text

Just wanted to point out that the logic behind the scenes may want the verb to be "Do this" versus "is done", unless you want to say "Make it be this".

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