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by alexus
08 Dec 2017, 01:35
Forum: OTRS Developers
Topic: Fulltext Search extend to query other fields like Ticket Number, etc
Replies: 2
Views: 171

Re: Fulltext Search extend to query other fields like Ticket Number, etc

Hello,

1. Fulltext search first searches for the ticket number
2. You should modify ./otrs/Kernel/Modules/AgentTicketSearch.pm (from line 492 - my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');h)
by alexus
31 Oct 2017, 20:55
Forum: General
Topic: How to change background color in customer interface
Replies: 1
Views: 7354

Re: How to change background color in customer interface

Hello!

Try to change some style here /opt/otrs/var/httpd/htdocs/skins/Customer/default/css/Core.Default.css
by alexus
31 Oct 2017, 20:51
Forum: General
Topic: OTRS - BMC Remedy Integration
Replies: 5
Views: 8166

Re: OTRS - BMC Remedy Integration

What about email integration? It works good and reliable.
by alexus
23 Oct 2017, 17:01
Forum: Помощь
Topic: Уведомление пользователю о вновь открытой заявке
Replies: 6
Views: 344

Re: Уведомление пользователю о вновь открытой заявке

Адрес получателя не совпадает с адресом агента? Ошибки в логах (OTRS, Apache) есть?
by alexus
19 Oct 2017, 16:35
Forum: Помощь
Topic: Уведомление пользователю о вновь открытой заявке
Replies: 6
Views: 344

Re: Уведомление пользователю о вновь открытой заявке

А почему тип сообщения - почтовое уведомление ВНУТРЕННЕЕ?
by alexus
17 Oct 2017, 11:45
Forum: Помощь
Topic: Уведомление пользователю о вновь открытой заявке
Replies: 6
Views: 344

Re: Уведомление пользователю о вновь открытой заявке

Добрый день!

1. Почему при переоткрытии тикет становится НОВЫМ? Это, как минимум, нелогично
2. Скриншот нерабочего уведомления со всеми параметрами где?
3. Автоответы тут не при чём. Надо настраивать уведомления о событии.
by alexus
03 Aug 2017, 22:27
Forum: Help
Topic: Extending AgentTicketCompose
Replies: 5
Views: 331

Re: Extending AgentTicketCompose

Hi Christopher,

Feel free to contact me. We can discuss your issue and help to create add-on.
by alexus
23 Jun 2017, 21:39
Forum: OTRS Developers
Topic: Copy TABLE email body data into ticket fields
Replies: 4
Views: 445

Re: Copy TABLE email body data into ticket fields

If body structure is not predefined it's very complicated to get structured data from email. Can you provide more examples?
by alexus
23 Jun 2017, 19:13
Forum: OTRS Developers
Topic: DynamicField Contact With Data Tags
Replies: 2
Views: 320

Re: DynamicField Contact With Data Tags

Hi,

You can fill in any Dynamic Field with Customer Data.
Ticket → Core::Ticket
DynamicFieldFromCustomerUser::Mapping
Ticket::EventModulePost###950-DynamicFieldFromCustomerUser
by alexus
23 Jun 2017, 19:08
Forum: OTRS Developers
Topic: Copy TABLE email body data into ticket fields
Replies: 4
Views: 445

Re: Copy TABLE email body data into ticket fields

Hello,

Have you tried to use PostmasterFilters?
by alexus
06 Jun 2017, 23:50
Forum: OTRS & Forum News
Topic: Critical security updates
Replies: 3
Views: 743

Re: Critical security updates

Thank you, jojo!
jojo wrote:But still a full upgrade is suggested

I agree, but it is not so comfortable for hot fixes.
by alexus
06 Jun 2017, 22:45
Forum: General
Topic: Customer interface
Replies: 3
Views: 1189

Re: Customer interface

Hi,
You can set default state here - Ticket::Frontend::CustomerTicketMessage###StateDefault
by alexus
06 Jun 2017, 22:27
Forum: OTRS & Forum News
Topic: Critical security updates
Replies: 3
Views: 743

Re: Critical security updates

Hi,

Which modules should be replaced instead of full minor update?
by alexus
11 Apr 2017, 17:19
Forum: Помощь
Topic: Уведомление для process ticket
Replies: 5
Views: 537

Re: Уведомление для process ticket

Уважаемый ТС,
Вы на вопросы не отвечаете, скриншоты не присылаете, описание фич уведомлений не читаете (кто сказал, что это мануал, и где Вы ТОЧНО такой же мануал на английсксом видели?!). Гаданием на кофейной гуще заниматься недосуг.
by alexus
11 Apr 2017, 16:16
Forum: Помощь
Topic: Уведомление для process ticket
Replies: 5
Views: 537

Re: Уведомление для process ticket

1. Почты агента и клиента по тикету одинаковые?
2. Скриншот уведомления и истории тикета нужен
by alexus
10 Apr 2017, 22:09
Forum: Помощь
Topic: Уведомление для process ticket
Replies: 5
Views: 537

Re: Уведомление для process ticket

Привет!
Вот - http://otrs.ru/forum/viewtopic.php?f=4&t=1605
В 95% cлучаев помогает :)
by alexus
02 Apr 2017, 22:21
Forum: Помощь
Topic: Автоматическое выполнение (планировщик)
Replies: 2
Views: 391

Re: Автоматическое выполнение (планировщик)

1. Возможно фильтры не совпадают.
2. Проверить запуск в кроне GenericAgent
by alexus
20 Mar 2017, 23:01
Forum: General
Topic: Adding custom changes to User.pm
Replies: 8
Views: 795

Re: Adding custom changes to User.pm

If you need add some fields to agent only, try this - viewtopic.php?t=19936
by alexus
14 Mar 2017, 23:59
Forum: General
Topic: Auto link a CI to a ticket
Replies: 4
Views: 536

Re: Auto link a CI to a ticket

Standard module "System Monitoring" can autolink related CI to new ticket created via email. Just read module manual.
by alexus
09 Mar 2017, 22:17
Forum: Помощь
Topic: Смена сервиса агентом
Replies: 2
Views: 406

Re: Смена сервиса агентом

Надо в  SysConfig в Ticket -> Frontend::Agent::Ticket::ViewPriority к примеру активировать выбор Сервиса - Ticket::Frontend::AgentTicketPriority###Service
by alexus
06 Mar 2017, 23:25
Forum: Общие вопросы
Topic: Чем Dynamic Field отличается от поля тикета?
Replies: 1
Views: 399

Re: Чем Dynamic Field отличается от поля тикета?

Здесь не быстрее отвечают, не так ли :). Попробуйте на английской ветке, но там Вас скорее всего пошлют за платной доработкой в OTRS AG.
by alexus
06 Mar 2017, 23:24
Forum: Help
Topic: Conditional showing of Dynamic fields ITSM:Workorder and ITSM:Change
Replies: 2
Views: 241

Re: Conditional showing of Dynamic fields ITSM:Workorder and ITSM:Change

Workorder is the different kind of system object and it isn't a ticket. Any ticket tricks with ALC etc. are not working for Workorders.
by alexus
24 Feb 2017, 19:00
Forum: General
Topic: switch off escalation for ticket
Replies: 6
Views: 461

Re: switch off escalation for ticket

It's not possible. But you can move ticket in a queue named i.e. "Waiting for reply" without escalations.
by alexus
15 Feb 2017, 22:31
Forum: Общие вопросы
Topic: process ticket вопрос
Replies: 5
Views: 599

Re: process ticket вопрос

вы переоцениваете себя Почему Вы так считаете? Я просто написал про наш опыт, и что мы такие задачи ранее решали. И Вы ещё не видели цен на аддоны немецких сторонних разработчиков :) ! недооцениваете мои возможности Из чего это следует? Я же не сказал, что Вы лично сами не справитесь, просто предло...
by alexus
15 Feb 2017, 21:47
Forum: Общие вопросы
Topic: process ticket вопрос
Replies: 5
Views: 599

Re: process ticket вопрос

Вот наше демо - http://demo.radiantsystem.com
Помочь можем мы в реализации ваших задач, пишите в личку Ваши координаты, свяжемся, обсудим условия. Если же у вас нет бюджета на развитие системы, то бесплатно обучать разработке - это не наш профиль 8)
by alexus
15 Feb 2017, 21:11
Forum: Общие вопросы
Topic: process ticket вопрос
Replies: 5
Views: 599

Re: process ticket вопрос

У нас большой опыт по реализации HR-процессов на нашем клиентском портале. По вашей задаче - нужен кустом без вариантов
by alexus
03 Feb 2017, 23:38
Forum: General
Topic: how to prevent creation of article when notifcation is send to email
Replies: 2
Views: 359

Re: how to prevent creation of article when notifcation is send to email

I guess you need just to change your notification policy.
by alexus
31 Jan 2017, 09:50
Forum: General
Topic: Can we change date and time notation in Dynamicfield?
Replies: 6
Views: 576

Re: Can we change date and time notation in Dynamicfield?

In this case you need a small custom development.
by alexus
30 Jan 2017, 22:48
Forum: General
Topic: Can we change date and time notation in Dynamicfield?
Replies: 6
Views: 576

Re: Can we change date and time notation in Dynamicfield?

Hi, In OTSR standard setting, the date and time notation in the dynamic field is "yyyy-mm-dd hh:mm:ss", but is there a setting to change this notation? Example) Change to default setting "yyyy-mm-dd hh:mm:ss" ⇒ "yyyy/mm/dd hh:mm" What do you need indeed? "yyyy-mm-d...
by alexus
30 Jan 2017, 22:45
Forum: General
Topic: Install OTRS with a database that already exist.
Replies: 6
Views: 535

Re: Install OTRS with a database that already exist.

Possible strategy:
1. Upgrade current (old) OTRS to new version according to standard manual
2. Backup the database from updated OTRS
3. Install a new OTRS on new server
4. Restore old updated database from backup on new server
by alexus
27 Jan 2017, 14:19
Forum: Help
Topic: Service Level Agreement do not filter automatically
Replies: 11
Views: 700

Re: Service Level Agreement do not filter automatically

http://joxi.ru/5mdz1BEHWx8KA1
1. It doesn't work with AD
2. VIP$ - may be extra $ ?
by alexus
27 Jan 2017, 13:02
Forum: Help
Topic: Service Level Agreement do not filter automatically
Replies: 11
Views: 700

Re: Service Level Agreement do not filter automatically

Gl3d50N wrote:I'm almost giving up, everything seems to be normal, but just don't works.

You should show proof screenshots:
1. Customer with attributes
2. Ticket info with Service, SLA, etc.
3. SLA selection window
4. ACL
by alexus
26 Jan 2017, 22:06
Forum: Help
Topic: Service Level Agreement do not filter automatically
Replies: 11
Views: 700

Re: Service Level Agreement do not filter automatically

1. otrs/index.pl?Action=AdminCustomerUserService
2. otrs/index.pl?Action=AdminSLA
by alexus
26 Jan 2017, 21:37
Forum: Help
Topic: Service Level Agreement do not filter automatically
Replies: 11
Views: 700

Re: Service Level Agreement do not filter automatically

Try check Service <-> Customer and Service <-> SLA relations
by alexus
26 Jan 2017, 00:14
Forum: Help
Topic: Service Level Agreement do not filter automatically
Replies: 11
Views: 700

Re: Service Level Agreement do not filter automatically

I guess you have some attribute for customers which is mapped in dynamic field. And an ACL sets dependencies between SLA and dynamic field. Please check that your customers (from AD and internal DB) have NORMAL-VIP attribute.
by alexus
26 Jan 2017, 00:01
Forum: General
Topic: SolutionDiffInMin
Replies: 2
Views: 410

Re: SolutionDiffInMin

There is no way to calculate Escalation times only by SQL request because in this calculation are used Calendars settings from SysConfig.
by alexus
03 Jan 2017, 18:37
Forum: General
Topic: OTRS5 export tickets
Replies: 1
Views: 323

Re: OTRS5 export tickets

Hi, This issue is not so simple and obvious because tickets have a lot of relations with other objects - articles,agents, customers, queues, services, SLA's etc. Another problem can be caused by storing attachments in the file system. If you have attachments in database, I'd recommend you just to mo...
by alexus
03 Jan 2017, 18:22
Forum: General
Topic: SLA & Solution time
Replies: 8
Views: 658

Re: SLA & Solution time

Hi Vinesh,

No need to make any changes in the SysConfig because you change just only a part of HTML-template. I still recommend to place custom tt file into Custom folder since you can lose the changes after even minor update. And don't forget to restart Apache after this.
by alexus
29 Dec 2016, 12:54
Forum: General
Topic: SLA & Solution time
Replies: 8
Views: 658

Re: SLA & Solution time

Hi vines,
How it looks now? Could you please share new screenshot.
by alexus
28 Dec 2016, 23:43
Forum: General
Topic: Field "time" depends on the current system time
Replies: 4
Views: 532

Re: Field "time" depends on the current system time

With our add-on you can use time field more "clean". And you can set up limit for amount of ours for 1 operation. Try it here - http://demo.radiantsystem.com
by alexus
28 Dec 2016, 21:04
Forum: General
Topic: SLA & Solution time
Replies: 8
Views: 658

Re: SLA & Solution time

Hi Vinesh! Take a look at Kernel/Output/HTML/Templates/Standard/AgentTicketZoom.tt [% RenderBlockEnd("SLA") %] </fieldset> <fieldset class="TableLike FixedLabelSmall Narrow"> [% RenderBlockStart("FirstResponseTime") %] <label>[% Translate("First Response Time"...
by alexus
24 Dec 2016, 18:00
Forum: General
Topic: SLA & Solution time
Replies: 8
Views: 658

Re: SLA & Solution time

Solution time shows real escalation time. You need light custom development to show SLA business time.
by alexus
23 Dec 2016, 01:04
Forum: Help
Topic: Add new overview to Dashboard
Replies: 5
Views: 613

Re: Add new overview to Dashboard

root wrote:Your colleagues could have answered that too
https://otrs.github.io/doc/api/otrs/sta ... ch.pm.html

It sounds sarcastic ;-)
by alexus
15 Dec 2016, 23:28
Forum: General
Topic: How to create recipient new type ?
Replies: 4
Views: 474

Re: How to create recipient new type ?

You need custom development
by alexus
14 Dec 2016, 18:20
Forum: General
Topic: Analystics tool/add in
Replies: 5
Views: 668

Re: Analystics tool/add in

We have add-on for dashboard analytics - http://demo.radiantsystem.com
by alexus
14 Dec 2016, 00:33
Forum: General
Topic: Limit number of tickets
Replies: 8
Views: 764

Re: Limit number of tickets

CesarRomario wrote:Hey jojo thanks for the info, So I can be sure that I could have 100k tickets, and all of them would be on my database??

Sorry for ask, I just wanna be sure XD.

Thank You.

We have a customers with more then 1 000 000 tickets. And it works :)
by alexus
14 Dec 2016, 00:31
Forum: General
Topic: Difference between incident and service request?
Replies: 5
Views: 681

Re: Difference between incident and service request?

I was wondering why in this video https://www.youtube.com/watch?v=PFOkuHxLThE I see that when creating a "service request" it activates a tab "tasks" to the ticket. seems to be a 3rd party module. But you can achive the same via process management within OTRS It's a custom devel...
by alexus
01 Dec 2016, 23:10
Forum: General
Topic: Correcting Button Action
Replies: 1
Views: 241

Re: Correcting Button Action

You need custom development to get buttons with predefined actions. It could be smh like this:
Screenshot 2016-12-01 22.06.44.png
by alexus
30 Nov 2016, 00:20
Forum: General
Topic: Managing Change Requests
Replies: 1
Views: 269

Re: Managing Change Requests

The question is it possible to create only RFC/Change request by sending email? (RFC Template already exist). Yes if RFC is a ticket. Is it possible to change RFC state by sending email? Yes if RFC is a ticket. For example, manager have no time to approve RFC via OTRS, it's much easier for him to r...
by alexus
28 Nov 2016, 22:09
Forum: Help
Topic: Automatic lock new mail or phone tickets
Replies: 2
Views: 284

Re: Automatic lock new mail or phone tickets

You can unlock ticket with GenericAgent event-based task.

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