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by Giulio Soleni
24 May 2017, 15:47
Forum: Help
Topic: /otrs/installer.pl was not found
Replies: 4
Views: 149

Re: /otrs/installer.pl was not found

Hello, Is your MariaDB database local to your OTRS system or remote to another system? If your db is remote you should check if root connection to your remote db is allowed or disabled. You may check something here: https://mariadb.com/kb/en/mariadb/configuring-mariadb-for-remote-client-access/ On t...
by Giulio Soleni
24 May 2017, 15:33
Forum: Help
Topic: Forcing email notification (Ticket create or new note)
Replies: 3
Views: 90

Re: Forcing email notification (Ticket create or new note)

hi, assuming that "the user who create a ticket" is the actual customer, the best way to let him/her be informed of the ticket creation is to define an appropriate "Auto Response" and connect it to the queue that your customer will use to create the ticket. On the other hand if &...
by Giulio Soleni
23 May 2017, 00:49
Forum: Help
Topic: Internal note notification issue
Replies: 7
Views: 180

Re: Internal note notification issue

When the owner replies to a new ticket, he/she takes the ownership of the ticket, the ticket changes its state from new to open and the first response time escalation countdown is reset (if set). All these events are not triggered by a simple note. An agent who put a note (internal or external) to t...
by Giulio Soleni
22 May 2017, 16:04
Forum: Help
Topic: Internal note notification issue
Replies: 7
Views: 180

Re: Internal note notification issue

should not be a reply (a real reply I mean, not a note ... "una risposta") which by the way triggers an "ArticleCreate" event, more appropriate in this case? With a reply - the ticket change its state from new to open - the customer gets updated both via e-mail and in the web con...
by Giulio Soleni
22 May 2017, 15:01
Forum: Help
Topic: [SOLVED] Clear Customer User List
Replies: 1
Views: 66

Re: Clear Customer User List

ciao, did you update the /opt/otrs/Kernel/Config.pm file with the settings for the new AD group? Also you should try to stop the deamon, rebuild the configuration, cleanup all the caches and restart the service... Here the procedure for a CentOS 6.x system (it may slightly vary, depending on the OS ...
by Giulio Soleni
22 May 2017, 14:54
Forum: Help
Topic: Custom folder
Replies: 7
Views: 131

Re: Custom folder

ciao /opt/otrs/Custom/ folder is empty by design when you install OTRS from scratch. here you may specify any custom code or template file that you may have changed to be more suitable for your needs or requirements, and it is not necessary to replicate the whole set of files that made up the entire...
by Giulio Soleni
22 May 2017, 14:37
Forum: Help
Topic: Internal note notification issue
Replies: 7
Views: 180

Re: Internal note notification issue

ciao, Article Filter conditions in Ticket Notifications work only for "ArticleCreate" and "ArticleSend" events, not for other events like NotificationAddNote, and that's the reason your notification does not get triggered. However, maybe I did not understand what you are looking ...
by Giulio Soleni
15 May 2017, 16:46
Forum: Howtos
Topic: How To Show/Hide Dynamic Field for specific Queue
Replies: 29
Views: 11516

Re: How To Show/Hide Dynamic Field for specific Queue

[EDIT]: i run the command from the full path e now it works. But i have an issue when i try to open any ticket. When i click on Send the browser returns me this error with a popup: Click Ok to keep the data, or Cancel to load the default body and subject That's not an error, it's an alert popup tha...
by Giulio Soleni
09 May 2017, 16:11
Forum: Generale
Topic: Problema visualizzazione code ticket
Replies: 2
Views: 140

Re: Problema visualizzazione code ticket

Ciao,
prova a dare un'occhiata in SysConfig alla configurazione dei parametri:

Ticket::Frontend::Overview###Small

e

Ticket::Frontend::OverviewSmall###ColumnHeader

e eventualmente ripristina i valori predefiniti.
by Giulio Soleni
26 Apr 2017, 16:53
Forum: Help
Topic: [Solved] DynamicField Url: Placeholder for email and customer name
Replies: 3
Views: 151

Re: DynamicField Url: Placeholder for email and customer name

Hi,
as far as I know you should be able to use [% Data.TicketID | html %] to retrieve the specific ticket ID (not ticket number) within the "show link" URL, but I did not tested any other possible placeholder.

HTH
Giulio
by Giulio Soleni
18 Apr 2017, 11:41
Forum: Help
Topic: [SOLVED] Customer Info Center not Recognizing Accents
Replies: 2
Views: 134

Re: Customer Info Center not Recognizing Accents

Hi, there should be a parameter like: CustomerUserSearchFields => [ 'login', 'first_name', 'last_name', 'customer_id', 'phone', 'mobile' ], set within your /opt/otrs/Kernel/Config.pm file ... may you check? Also ... what is the charset used by your db? you may check it from the web console Admin > S...
by Giulio Soleni
18 Apr 2017, 11:28
Forum: Help
Topic: [SOLVED] New installation and customization
Replies: 13
Views: 391

Re: New installation and customization

Hi, configuration of Agents and Customers pulled from AD are done within /opt/otrs/Kernel/Config.pm file, and you do not have to confuse the OTRS permissions on queues and services with the authentication provided to selected groups of users in AD. Generally speaking you need to configure two separa...
by Giulio Soleni
18 Apr 2017, 10:59
Forum: Help
Topic: [SOLVED] My Queue setting
Replies: 2
Views: 165

Re: My Queue setting

Hi, If you want to hide the "My Queues" panel from the preferences of any agent (admin included) it should be enough to set the parameter Active to 0 in SysConfig Ticket → Frontend::Agent::Preferences PreferencesGroups###CustomQueue module However admin would be able the same to set the qu...
by Giulio Soleni
24 Mar 2017, 12:12
Forum: Help
Topic: Update OTRS 3.3.x on openSuSE 13.1 to 5.0.x
Replies: 0
Views: 97

Update OTRS 3.3.x on openSuSE 13.1 to 5.0.x

Hello, I need to update an OpenSuSE 13.1 OTRS system presently at 3.3.14 to the last available 5.0.x OTRS version. I know I should pass through the update of 4.0.x before but I cannot find on OTRS repository any rpm available for ver 4.x for SuSE (http://ftp.otrs.org/pub/otrs/RPMS/suse/13/). Should ...
by Giulio Soleni
04 Jan 2017, 19:11
Forum: Assistenza
Topic: configuring an LDAP customer backend
Replies: 1
Views: 260

Re: configuring an LDAP customer backend

Ciao, credo che l'errore sia nella specifica del parametro BaseDN che dovrebbe contenere solo il distinguished name del server LDAP. Ammesso che il tuo server sia example.com, BaseDN dovrebbe essere solo 'DC=example,DC=com' La specifica completa dovrebbe essere invece posta a valore del parametro Al...
by Giulio Soleni
04 Jan 2017, 18:38
Forum: Assistenza
Topic: Collegare i configuration item agli utenti customer
Replies: 2
Views: 407

Re: Collegare i configuration item agli utenti customer

Ciao, non so se può esserti d'aiuto perché non ho fatto nessun test specifico... ma forse puoi utilizzare delle ACL per restringere il campo dei dyn field relativi alle CI a seconda del customer che crea la richiesta: La prima parte (match settings) potrebbe essere del tipo Match settings Properties...
by Giulio Soleni
31 Dec 2016, 13:31
Forum: Help
Topic: set different defaults for dropdown dynamic fields on queue update
Replies: 0
Views: 121

set different defaults for dropdown dynamic fields on queue update

Hi I would like to preset the default value of a dropdown dyn field (myDorpdownDynField) with a different option, based on the selection of the queue in Customer Ticket create form. I have done some customization to CustomerTicketMessage.tt file on Dest change (based on http://forums.otterhub.org/vi...
by Giulio Soleni
04 Oct 2016, 16:45
Forum: OTRS Developers
Topic: ITSM Change Management API from Generic Interface
Replies: 0
Views: 183

ITSM Change Management API from Generic Interface

Hello, as far as I could see there is no way to expose ITSM Change Management API using the generic interface and OTRS as provider of web services. Is it so by design or maybe I forgot to enable any specific parameter? Maybe should I rely on legacy /opt/otrs/bin/cgi-bin/rpc.pl ... in that case do yo...
by Giulio Soleni
26 Aug 2016, 19:02
Forum: OTRS Developers
Topic: jsTree dynamically updated
Replies: 0
Views: 233

jsTree dynamically updated

Hi, I've customized AgentTicketPhone.pm module to let the list of queues selectable as destination of a New Phone Ticket, not only related to agent permissions but also on the previous selected customer permissions (adding just a call to GroupMemberList function). I am pretty sure that the perl code...
by Giulio Soleni
26 Aug 2016, 15:29
Forum: Howtos
Topic: How To Show/Hide Dynamic Field for specific Queue
Replies: 29
Views: 11516

Re: How To Show/Hide Dynamic Field for specific Queue

hello, the code should work for IE and Chrome browser too, maybe a plugin or an add-on prevents the correct browsing... I'd suggest to troubleshoot the situation by running your browsers without plugins: Start IE11 in No Add-ons mode by running the Run command from the Start menu, and then typing ie...
by Giulio Soleni
14 Aug 2016, 16:54
Forum: Help
Topic: To filter selection queues (To field) per Customer in Agent Ticket Phone (New Phone Ticket)
Replies: 2
Views: 251

Re: To filter selection queues (To field) per Customer in Agent Ticket Phone (New Phone Ticket)

I think I have come to a clue, even if I am still not able to fix the issue. For some reason that I am not able to understand, after the selection of a first customer and the switch to another one, the list of available queues for the destination (To queue) shows only first level queues and not subq...
by Giulio Soleni
13 Aug 2016, 14:44
Forum: Help
Topic: To filter selection queues (To field) per Customer in Agent Ticket Phone (New Phone Ticket)
Replies: 2
Views: 251

Re: To filter selection queues (To field) per Customer in Agent Ticket Phone (New Phone Ticket)

From a further analysis I could see that the "Loading..." prompt for the "To queue" entry appears when I change the selection from a customer to another with different permissions (regardless it is a customer from internal db or from AD ... as I initially thought). I guess that t...
by Giulio Soleni
12 Aug 2016, 12:04
Forum: Help
Topic: To filter selection queues (To field) per Customer in Agent Ticket Phone (New Phone Ticket)
Replies: 2
Views: 251

To filter selection queues (To field) per Customer in Agent Ticket Phone (New Phone Ticket)

Hi, I enabled Customer Group relation and now I would like to filter the queue selection list on "New Phone Ticket" also depending on the permissions of the selected customer and not only of the agent user to create a new ticket in a queue. To this end I edited the definition of _GetTos su...
by Giulio Soleni
24 Jun 2016, 16:56
Forum: Help
Topic: Upgrade OTRS 4 to 5 errors
Replies: 3
Views: 326

Re: Upgrade OTRS 4 to 5 errors

I reported such issue as a bug:
http://bugs.otrs.org/show_bug.cgi?id=11885
and as far as I know (I didn't tested it so far...) it has been fixed.

In any case, in the bug report you may find also the fix that should be applied to scripts/DBUpdate-to-5.pl script

HTH
Giulio
by Giulio Soleni
01 Jun 2016, 14:34
Forum: Come devo fare
Topic: Stati diversificati Customer/Agenti
Replies: 2
Views: 255

Re: Stati diversificati Customer/Agenti

Ciao, puoi provare a specificare i frontend come condizione discriminante. Ad esempio una ACL per vietare lo stato "open" a tutti gli agenti quando accedono alle interfacce dove è possibile cambiare stato può essere: Match settings Properties - Frontend Action: AgentTicketCompose AgentTick...
by Giulio Soleni
30 May 2016, 23:45
Forum: Help
Topic: OTRS Sync with AD Users
Replies: 6
Views: 876

Re: OTRS Sync with AD Users

Hello, this is an example that I hope may fits your needs for the configuration of customers authentications via ActiveDirectory. You may specify it within Config.pm file as well, right after the configuration done for agents. As for the agents, also for the customers the configuration for the datab...
by Giulio Soleni
28 May 2016, 22:00
Forum: Help
Topic: OTRS Sync with AD Users
Replies: 6
Views: 876

Re: OTRS Sync with AD Users

Hello Tarek, I can confirm that $Self->{'AuthModule::LDAP::AccessAttr1'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr1'} = 'DN'; should be left as they are... To say the truth I have only a doubt about $Self->{'AuthModule::LDAP::BaseDN1'} = ' dc =yourDomain, dc =net'; that maybe it's better to sp...
by Giulio Soleni
27 May 2016, 12:11
Forum: Help
Topic: Are there any rule when to use development customization, ACL, Generic Agent, Process Manager, customizing module ...
Replies: 3
Views: 248

Re: Are there any rule when to use development customization, ACL, Generic Agent, Process Manager, customizing module ..

Hi, your question is a little bit generic :) I may provide you with some generic (as well) suggestions about development/customization. The rule of thumb for me is "keep it simple"... that means: unless strictly necessary or required by your users, try to limit the code customizations, sin...
by Giulio Soleni
25 May 2016, 10:32
Forum: Help
Topic: Errors in the system log when receiving an email (POP3S)
Replies: 1
Views: 225

Re: Errors in the system log when receiving an email (POP3S)

Hi,
it seems that Net::POP3 perl module is not installed/enabled on your system.
I'd look for that...

What is the report result if you run /opt/otrs/bin/otrs.CheckModules.pl
by Giulio Soleni
25 May 2016, 10:10
Forum: Help
Topic: OTRS Sync with AD Users
Replies: 6
Views: 876

Re: OTRS Sync with AD Users

I found some possible mistakes in your configuration... First of all AuthModule and AuthSyncModule are the default auth and sync modules used by OTRS DB in Defaults.pm Unless you would like to substitute the default auth and sync with the LDAP it is necessary to set different module, with a numeric ...
by Giulio Soleni
24 May 2016, 17:07
Forum: General
Topic: Too Slow Opening tickets and reviewing tickets
Replies: 2
Views: 366

Re: Too Slow Opening tickets and reviewing tickets

Hi, if you have many (means thousands) tickets you may consider switching from RuntimeDB indexes to StaticDB indexes to improve the performances... To do this you should change the following settings in SysConfig: Kernel::System::Ticket::ArticleSearchIndex::RuntimeDB ...change to StaticDB Kernel::Sy...
by Giulio Soleni
13 May 2016, 11:51
Forum: General
Topic: questionnaire in worklog
Replies: 1
Views: 162

Re: questionnaire in worklog

Hi,
maybe you can find some hints here.
That howto shows how to fill out some preformatted text and select some specific dynFields on the selection of a Queue... you should adjust the code to let the same action be done on the selection of your ticket types.

HTH
G.
by Giulio Soleni
13 May 2016, 10:17
Forum: Help
Topic: OTRS 5.0.9 CentOS installation - Internal Server Error
Replies: 6
Views: 440

Re: OTRS 5.0.9 CentOS installation - Internal Server Error

If you have mod_filter installed you should see this line within /etc/httpd/conf/httpd.conf # LoadModule filter_module modules/mod_filter.so just remove the # for comment and then restart your apache, it should be enough. On my system (CentOS 6.x) I installed the following packages related to apache...
by Giulio Soleni
12 May 2016, 21:06
Forum: Help
Topic: Hide Dynamic Field at page load - Javascript Help
Replies: 4
Views: 220

Re: Hide Dynamic Field at page load - Javascript Help

I have recently updated that howto and I enclosed my code within a

Code: Select all

$(document).ready(function() { ... });

that should play the trick ;)
by Giulio Soleni
09 May 2016, 15:02
Forum: Help
Topic: How filtering emails.
Replies: 3
Views: 218

Re: How filtering emails.

Sorry but I am not sure I understood... :-? If you need to create some new filters for incoming email you should configure it on PostMaster Filter Management and/or via SysConfig Ticket → Core::PostMaster For more detailed and complex configuration you should get through some developings. You may ta...
by Giulio Soleni
09 May 2016, 11:48
Forum: Help
Topic: How filtering emails.
Replies: 3
Views: 218

Re: How filtering emails.

Hi
As for filtering customer's email you may get some ideas from an old but still valid howto by crythias:
viewtopic.php?t=6586
basically you have to edit /opt/otrs/Kernel/System/PostMaster/NewTicket.pm file
by Giulio Soleni
07 May 2016, 20:09
Forum: Help
Topic: Notification in a new ticket for a customer
Replies: 1
Views: 134

Re: Notification in a new ticket for a customer

Hi, did you link any auto response of type "auto reply" to your queues? Auto Responses.PNG If you have done it but your customers still do not receive any notification, there might be some e-mail issue on your side (look at the ticket history, at OTRS log and eventually at your mail server...
by Giulio Soleni
07 May 2016, 19:29
Forum: Assistenza
Topic: Tempo di risoluzione non corrisponde con quello impostato
Replies: 1
Views: 422

Re: Tempo di risoluzione non corrisponde con quello impostato

Ciao, gli SLA che in prima istanza sono direttamente associabili alle code, e secondariamente ai servizi che un cliente può decidere di selezionare, sono strettamente dipendenti al "calendar" relativamente al quale la coda è definita. Come hai detto giustamente nello SLA specifichi le ore ...
by Giulio Soleni
07 May 2016, 15:05
Forum: Help
Topic: How to hide queue for customers
Replies: 5
Views: 597

Re: How to hide queue for customers

If you disable Queues for Customers via Group, customers can't see tickets in the customer portal. Not exactly... they will see the only the tickets for the queues they are enabled. You need enable only ticket Type and Service in customer interface and setup service&type based routing via Gener...
by Giulio Soleni
07 May 2016, 14:54
Forum: Howtos
Topic: How To Show/Hide Dynamic Field for specific Queue
Replies: 29
Views: 11516

Re: How To Show/Hide Dynamic Field for specific Queue

This is an updated version that I tested for version 5.0.x To test the model I defined the following items: - definition of the following 6 queues: "ACME01::Queue1" ... queue-id: 10 "ACME01::Queue2" ... queue-id: 11 "ACME01::Queue3" ... queue-id: 12 "ACME02::Queue1...
by Giulio Soleni
06 May 2016, 15:38
Forum: Help
Topic: How to hide queue for customers
Replies: 5
Views: 597

Re: How to hide queue for customers

wheelshot wrote:For second case, you'll need to create an ACL that hides some queue from Customers UI.


In my opinion, it would be better to enable "Customer Users <-> Groups" support and filter the queues on customer interface with permissions on their related groups.
by Giulio Soleni
05 May 2016, 16:47
Forum: Help
Topic: OTR upgrade path
Replies: 2
Views: 792

Re: OTR upgrade path

Hi rajbps, updating from a minor to another minor version should not be a great issue and first of all I would suggest to wait a little bit more since version 5.0.9 has been released a month ago and I think that a new version is coming very soon. Anyhow, you may take https://otrs.github.io/doc/manua...
by Giulio Soleni
05 May 2016, 15:15
Forum: Help
Topic: Customer portal page
Replies: 4
Views: 208

Re: Customer portal page

Hi rajbps, thank you for your trust in me, however I shall decline your kind offer ;) I would encourage you to post your attempts on this forum and if you'll find any problem or doubts I think that the community may help you for free to solve them. Otherwise, please consider to buy some support serv...
by Giulio Soleni
05 May 2016, 14:44
Forum: Help
Topic: Customer portal page
Replies: 4
Views: 208

Re: Customer portal page

Hello, the file you need to customize is CustomerTicketMessage.tt The strong suggestion (as for OTRS best practices) is to copy it under the /opt/otrs/Custom folder and edit the copied version, leaving the original one untouched. Do not forget to run a rebuild after any change you made on the code, ...
by Giulio Soleni
29 Apr 2016, 16:56
Forum: General
Topic: Get email automatically don't works.
Replies: 10
Views: 723

Re: Get email automatically don't works.

Hi,
try to look at your Postmaster Mail Accounts settings and run a "Fetch Mail".
Does it work?
by Giulio Soleni
29 Apr 2016, 16:37
Forum: Help
Topic: Bulk change customer
Replies: 1
Views: 152

Re: Bulk change customer

Hi
I would not use an actual "bulk" action (that as a side effect locks all the tickets involved), but I'd define a Generic Agent.
The question is if you may univocally select all these 500 tickets.
by Giulio Soleni
29 Apr 2016, 16:30
Forum: Help
Topic: Autoreply with url
Replies: 1
Views: 154

Re: Autoreply with url

hi, well... that should be simple HTML... when you are writing the body of a new autoresponse, click the "Source" button and then type something like: Visit our site: <a href="http://sitename.com">http://sitename.com</a><br /> within the text area.
by Giulio Soleni
29 Apr 2016, 16:11
Forum: General
Topic: OTRS 5.0.9
Replies: 2
Views: 199

Re: OTRS 5.0.9

Hi, I only noticed a small bug on /opt/otrs/Kernel/System/Package.pm when I tried to update my ITSM packages. It triggered an error: [Sun Apr 17 20:32:00 2016] otrs.Console.pl: Use of uninitialized value $NotUseTag in string eq at /opt/otrs/Kernel/System/Package.pm line 904. I fixed it replacing the...
by Giulio Soleni
21 Apr 2016, 22:22
Forum: Help
Topic: ITSM.Agent.ChangeManagement.NotificationEvent is undefined
Replies: 3
Views: 223

Re: ITSM.Agent.ChangeManagement.NotificationEvent is undefined

I fixed the issue. On SysConfig look for AdminITSMChangeNotification and select ITSM Change Management -> Frontend::Admin::ModuleRegistration For my system the entry Frontend::Module###AdminITSMChangeNotification was customized in the following way: Before.PNG with no loaders as you can see. I reset...
by Giulio Soleni
21 Apr 2016, 21:23
Forum: Help
Topic: ITSM.Agent.ChangeManagement.NotificationEvent is undefined
Replies: 3
Views: 223

Re: ITSM.Agent.ChangeManagement.NotificationEvent is undefined

I have exactly the same issue after updating ver 4.0.8 to 5.0.9 and ITSM 5.0.10 On the other hand I do not have any issue on a fresh installation of 5.0.5 and ITSM 5.0.10 As far as I could see ITSM.Agent.ChangeManagement.NotificationEvent is mentioned only once within ./Kernel/Output/HTML/Templates/...

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