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by crythias
24 Apr 2017, 19:32
Forum: General
Topic: Browser warning after full
Replies: 1
Views: 178

Re: Browser warning after full

Looks like the recovery from backup fixed it on the filesystem side. no particular reason, I guess.
by crythias
24 Apr 2017, 18:24
Forum: General
Topic: Browser warning after full
Replies: 1
Views: 178

Browser warning after full

After a full VM stopped OTRS from working, I've been unable to log in to the ADMIN side of the ticketing system. The interface goes to "Browser Warning" and the only particular errors I've found seem to indicate Core.App.Ready is not a function. All database tables have checked out okay an...
by crythias
13 Mar 2017, 04:27
Forum: Help
Topic: Sub queues
Replies: 5
Views: 296

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: 184

Re: Customers and Groups

by crythias
02 Jan 2017, 20:40
Forum: General
Topic: General Catalog / Class: Sorting of Numbers
Replies: 5
Views: 392

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: 427

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: 392

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: 228

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: 242

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: 876

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: 387

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: 387

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: 312

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: 265

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: 265

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: 762

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: 251

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: 265

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: 490

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: 446

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: 640

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: 290

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: 387

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: 258

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: 326

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: 573

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: 313

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: 263

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: 316

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: 387

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: 290

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: 311

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: 459

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: 11
Views: 14063

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: 266

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: 1095

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: 168

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: 204

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: 446

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: 208

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: 386

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: 5875

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: 182

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: 220

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: 650

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: 268

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

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