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by reneeb
21 Feb 2018, 15:21
Forum: Help
Topic: Let Customer User choose customer
Replies: 1
Views: 56

Re: Let Customer User choose customer

You need to change the login template: https://github.com/OTRS/otrs/blob/rel-5_0/Kernel/Output/HTML/Templates/Standard/CustomerLogin.tt#L109 Add <div class="NewLine"> <label class="Mandatory" for="CustomerID"><span class="Marker">*</span> [% Translate("Cu...
by reneeb
21 Feb 2018, 12:13
Forum: Hilfe
Topic: Regiezeiten, nicht verrechenbare Zeit
Replies: 10
Views: 424

Re: Regiezeiten, nicht verrechenbare Zeit

Dann könnte ich Dir eine Erweiterung von mir anbieten. Bei Bedarf kann ich Dir gerne ein Demosystem dafür bereitstellen...
by reneeb
20 Feb 2018, 20:44
Forum: Hilfe
Topic: Regiezeiten, nicht verrechenbare Zeit
Replies: 10
Views: 424

Re: Regiezeiten, nicht verrechenbare Zeit

Die eingebauten Statistiken geben das nicht her. Man kann aber recht einfach Statistikmodule selbst schreiben...
by reneeb
20 Feb 2018, 18:09
Forum: Hilfe
Topic: Regiezeiten, nicht verrechenbare Zeit
Replies: 10
Views: 424

Re: Regiezeiten, nicht verrechenbare Zeit

Ob Abrechenbar oder nicht sollte an jedem Artikel gespeichert werden, nicht am Ticket. Dann kannst Du eine relativ einfache SQL-Abfrage nach den Zeiten machen die abrechenbar sind.

Wenn für einen Arbeitsschritt mehrere Zeiten anfallen, muss der Agent allerdings mehrere Artikel erstellen.
by reneeb
20 Feb 2018, 12:19
Forum: Hilfe
Topic: Automatische "Neue Notiz"
Replies: 2
Views: 91

Re: Automatische "Neue Notiz"

Schau Dir mal die Ticketbenachrichtigungen an. Und schau mal bei den Followup-Benachrichtigungen wie die <OTRS...>-Tags aussehen.
by reneeb
20 Feb 2018, 10:03
Forum: Help
Topic: Add Customer User
Replies: 2
Views: 96

Re: Add Customer User

No, the email address is required throughout the system... You could create a dummy email address.
by reneeb
19 Feb 2018, 16:36
Forum: Allgemeines
Topic: Kundenformulare
Replies: 2
Views: 94

Re: Kundenformulare

Ich würde da Prozesstickets nehmen. Da kannst Du für jeden Prozess individuelle Aktivitätsdialoge entwerfen. Die Dialoge kann man auch für das Kundenportal freigeben...

Über "neues Prozess Ticket" bekommt der Kunde dann eine Auswahl der Prozesse und dann den jeweiligen Dialog.
by reneeb
16 Feb 2018, 11:42
Forum: Allgemeines
Topic: OTRS 6 Anhänge werden nicht hochgeladen
Replies: 8
Views: 442

Re: OTRS 6 Anhänge werden nicht hochgeladen

Gibt's denn Fehlermeldungen in den Logs?
by reneeb
15 Feb 2018, 17:23
Forum: Help
Topic: Change OTRS image at login
Replies: 3
Views: 184

Re: Change OTRS image at login

You need to add your image to OTRS anywhere in var/httpd/htdocs/skins/Agent/default/img/ and then change the settings in the Sysconfig (Search for "Logo" in the SysConfig).
by reneeb
15 Feb 2018, 16:52
Forum: Help
Topic: How can a new tab be implemented in the dashboard?
Replies: 3
Views: 123

Re: How can a new tab be implemented in the dashboard?

So, you want to create a new menu item. What do you want it to do? Do you want to create a new dialog in OTRS or open an external URL? A simple menu item is configured like this: https://github.com/OTRS/otrs/blob/maste ... .xml#L7653
by reneeb
15 Feb 2018, 15:42
Forum: Help
Topic: How can a new tab be implemented in the dashboard?
Replies: 3
Views: 123

Re: How can a new tab be implemented in the dashboard?

A new tab or a new dashboard widget? A new tab is generated by the filters (see https://github.com/OTRS/otrs/blob/maste ... c.pm#L2482)
by reneeb
15 Feb 2018, 14:25
Forum: Hilfe
Topic: Bedeutung Ausrufezeichen OTRS 6.0.4
Replies: 5
Views: 192

Re: Bedeutung Ausrufezeichen OTRS 6.0.4

@pfipf: Bei Ihnen hängt das vermutlich an den Änderungen, die TicketTemplates am Menü vornimmt. An der Sache bin ich ja noch dran. Vielleicht fällt dabei ja auch eine Verbesserung der Fehlermeldung in OTRS ab ;-)
by reneeb
15 Feb 2018, 14:24
Forum: Help
Topic: OTRS 6.0.4 - Can't locate Kernel/Output/HTML/FilterContent/OwnerChangeTicketViewJS.pm
Replies: 3
Views: 77

Re: OTRS 6.0.4 - Can't locate Kernel/Output/HTML/FilterContent/OwnerChangeTicketViewJS.pm

I don't know when the maintainer will ship the new version for MyTicketsDashlet
by reneeb
15 Feb 2018, 08:08
Forum: Help
Topic: OTRS 6.0.4 - Can't locate Kernel/Output/HTML/FilterContent/OwnerChangeTicketViewJS.pm
Replies: 3
Views: 77

Re: OTRS 6.0.4 - Can't locate Kernel/Output/HTML/FilterContent/OwnerChangeTicketViewJS.pm

Please upgrade to QuickOwnerChange 6.0.2 (which will hit OPAR in a few minutes). There was an error in the OPM file.
by reneeb
13 Feb 2018, 17:39
Forum: OTRS Developers
Topic: Hide Dynamic Fields by queue
Replies: 14
Views: 827

Re: Hide Dynamic Fields by queue

Forms in the ACL requires additional software module e.g. the OTRS Business Solution ™ Then it isn't possible hide the dynamic fields without the bussiness solution? With KIX4OTRS you can also hide dynamic fields. And with the above mentioned module, you can hide them in some dialogs. When I have t...
by reneeb
13 Feb 2018, 17:37
Forum: OTRS Developers
Topic: Hide Dynamic Fields by queue
Replies: 14
Views: 827

Re: Hide Dynamic Fields by queue

I also installed the said package, but it doesnt work i cant even add another line to hide more fields. This currently works on the ticket create forms (AgentTicketPhone and AgentTicketEmail). To hide more than one field, you can set a list of fields, so add ", NameOfField2, NameOfField3"...
by reneeb
13 Feb 2018, 12:46
Forum: General
Topic: [SOLVED] ACL for Process ticket
Replies: 2
Views: 114

Re: ACL for Process ticket

You should use the GUI for ACLs in the admin area.

Properties -> Ticket -> DynamicField_ActivityID -> <insert the entity id of the activity>
PossibleNot -> Action -> AgentTicketMove => 0
-> Ticket -> Queue -> [regex]*


(untested)
by reneeb
13 Feb 2018, 12:09
Forum: Help
Topic: OTRS 6 Upgrade - JSDataInsert: not found
Replies: 22
Views: 908

Re: OTRS 6 Upgrade - JSDataInsert: not found

Hi, Kernel::Config::Files::Acl_Adminkonto has no Load() method. at /opt/otrs/Kernel/Config/Defaults.pm line 1967. Searching in installed OTRS packages... +----------------------------------------------------------------------------+ | File: Custom/Kernel/System/Package.pm | Name: Znuny4OTRS-Repo | ...
by reneeb
13 Feb 2018, 12:06
Forum: Help
Topic: OTRS 6 Upgrade - JSDataInsert: not found
Replies: 22
Views: 908

Re: OTRS 6 Upgrade - JSDataInsert: not found

reneeb wrote:And add a subroutine Load() to the Acl module...



If you post the module, we can give you hints how the module should look like...
by reneeb
13 Feb 2018, 11:55
Forum: Help
Topic: OTRS 6 Upgrade - JSDataInsert: not found
Replies: 22
Views: 908

Re: OTRS 6 Upgrade - JSDataInsert: not found

How did you upgrade? There seems to be a mix of OTRS5 code and OTRS6 code: Error: Can't locate object method "WriteDefault" via package "Kernel::System::SysConfig" at /opt/otrs/Custom/Kernel/System/Package.pm line 997. Error: Can't locate object method "PackageUpgradeAllIsRu...
by reneeb
12 Feb 2018, 13:02
Forum: Help
Topic: Username and Password sent as plain text.
Replies: 8
Views: 321

Re: Username and Password sent as plain text.

Sure, but if an attacker can control the requests, it can send the browser its own public key. The browser encrypts the login data with the public key of the attacker. The attacker now can decrypt the data using the own private key and reencrypt the data using the OTRS public key and send it to the ...
by reneeb
12 Feb 2018, 11:47
Forum: Help
Topic: Username and Password sent as plain text.
Replies: 8
Views: 321

Re: Username and Password sent as plain text.

How should that help? If there's a man in the middle attack, the attacker could decrypt the data as well. So no security gain.
by reneeb
09 Feb 2018, 20:51
Forum: Hilfe
Topic: Agents im Dashboard farbig Anzeigen
Replies: 8
Views: 514

Re: Agents im Dashboard farbig Anzeigen

In OTRS6 muss die Konfigdatei anders sein... Ich mache nachher mal einen Folge-Blogpost.
by reneeb
09 Feb 2018, 08:24
Forum: Help
Topic: Help Migration OTRS5 TO OTRS ¨6
Replies: 5
Views: 295

Re: Help Migration OTRS5 TO OTRS ¨6

Did you restart the webserver after you've uninstalled the packages? Did you run

Code: Select all

perl bin/otrs.Console.pl Maint::Config::Rebuild --cleanup
?
by reneeb
09 Feb 2018, 08:19
Forum: Help
Topic: Help setting a minimum of time units
Replies: 4
Views: 256

Re: Help setting a minimum of time units

That's not possible without development. If it's ok to have only a JavaScript test, you could write a custom JS file to inject some JavaScript code that checks on form submit if there's a value greater than 0.
by reneeb
07 Feb 2018, 16:20
Forum: Hilfe
Topic: OTRS 6 Can't contact LDAP server
Replies: 7
Views: 293

Re: OTRS 6 Can't contact LDAP server

Firewall auf dem LDAP-Server? Ausgehen iptables-Regeln auf dem CentOS?
by reneeb
07 Feb 2018, 09:51
Forum: Hilfe
Topic: [GELÖST] Ticket Antwort Email BCC ausblenden
Replies: 3
Views: 181

Re: Ticket Antwort Email BCC ausblenden

Geht nur über Änderungen am Code. Der oberste Teil muss im Perl-Code geändert werden (https://github.com/OTRS/otrs/blob/master/Kernel/Modules/AgentTicketCompose.pm#L1578), die anderen Sachen im Template (https://github.com/OTRS/otrs/blob/master/Kernel/Output/HTML/Templates/Standard/AgentTicketCompos...
by reneeb
07 Feb 2018, 08:59
Forum: Hilfe
Topic: OTRS 6 Can't contact LDAP server
Replies: 7
Views: 293

Re: OTRS 6 Can't contact LDAP server

Ist das auch auf einen neuen Server gezogen? Irgendwelche DNS-Probleme?
by reneeb
07 Feb 2018, 08:58
Forum: Help
Topic: OTRS 3.3.5 API
Replies: 1
Views: 206

Re: OTRS 3.3.5 API

The GenericInterface is available in OTRS 3.3. In OTRS 3.3 you can only use SOAP APIs, to use REST APIs you have to upgrade (or port the REST stuff in newer OTRS versions to OTRS 3.3).
by reneeb
06 Feb 2018, 19:12
Forum: General
Topic: URGENT : NEED Actual article format as printout
Replies: 4
Views: 270

Re: URGENT : NEED Actual article format as printout

There are also other companies offering OTRS services... viewtopic.php?f=104&t=8247&p=89605#p32500
by reneeb
05 Feb 2018, 17:06
Forum: General
Topic: How to create new field?
Replies: 3
Views: 227

Re: How to create new field?

It should be possible to use ServicePreferences to store additional information on the service.
by reneeb
05 Feb 2018, 16:50
Forum: General
Topic: How to create new field?
Replies: 3
Views: 227

Re: How to create new field?

Kernel/Modules/* are the controllers. There you need to get the parameter from the request and pass that to the methods to manipulate the database. The "model" file is Kernel/System/Service.pm.
by reneeb
05 Feb 2018, 12:38
Forum: Hilfe
Topic: Navigations Menu bei wartenden Tickets
Replies: 2
Views: 91

Re: Navigations Menu bei wartenden Tickets

Habt ihr ACLs im Einsatz? Im Standard wird eigentlich alles notwendige angezeigt...
by reneeb
05 Feb 2018, 12:36
Forum: Hilfe
Topic: Direkter Zugriff auf Ticket
Replies: 2
Views: 132

Re: Direkter Zugriff auf Ticket

Dann trage mal im Link "Action=CustomerTicketZoom" statt "Action=CustomerZoom" ein.
by reneeb
05 Feb 2018, 10:30
Forum: Hilfe
Topic: Automatische Antwort bei bestimmten Email Adressen deaktivieren
Replies: 1
Views: 86

Re: Automatische Antwort bei bestimmten Email Adressen deaktivieren

Erstelle einen Postmaster-Filter:

Suche nach
From -> zahlung\@yyy\.com

Setze:
X-OTRS-Loop -> yes
by reneeb
03 Feb 2018, 18:34
Forum: Hilfe
Topic: Regiezeiten, nicht verrechenbare Zeit
Replies: 10
Views: 424

Re: Regiezeiten, nicht verrechenbare Zeit

Das wäre eine Einfachauswahl...
by reneeb
02 Feb 2018, 20:03
Forum: Hilfe
Topic: Regiezeiten, nicht verrechenbare Zeit
Replies: 10
Views: 424

Re: Regiezeiten, nicht verrechenbare Zeit

Erstelle doch ein Dynamisches Feld für Artikel "Zeittypen". Mit den Werten "Abrechenbar" und "Nicht abrechenbar"....
by reneeb
02 Feb 2018, 11:40
Forum: Hilfe
Topic: [solved] AgentTicketMove###RequiredLock trotzdem unlocked
Replies: 3
Views: 146

Re: AgentTicketMove###RequiredLock trotzdem unlocked

Schau mal nach dieser Sysconfig-Einstellung: Ticket::EventModulePost###910-ForceUnlockOnMove

Wenn die aktiviert ist, wird beim Verschieben das Ticket entsperrt. Die andere Einstellung (die Du gezeigt hast) bedeutet nur, dass man zum Verschieben das Ticket auf sich gesperrt haben muss.
by reneeb
02 Feb 2018, 11:36
Forum: Hilfe
Topic: Auslesen von Zeit-Daten von der Erweiterung „TimeAccounting“ (gelöst)
Replies: 2
Views: 141

Re: Auslesen von Zeit-Daten von der Erweiterung „TimeAccounting“

Die Felder, die Du hier zeigst, haben mit der Erweiterung "TimeAccounting" nichts zu tun. Das ist Standard-OTRS.

Die Daten, die Du zeigst sind in der Tabelle time_accounting gespeichert.
by reneeb
02 Feb 2018, 11:34
Forum: Help
Topic: Error in log using ACL in OTRS 6
Replies: 2
Views: 168

Re: Error in log using ACL in OTRS 6

Please post the error message
by reneeb
02 Feb 2018, 08:33
Forum: Help
Topic: Pause Email
Replies: 7
Views: 244

Re: Pause Email

no
by reneeb
01 Feb 2018, 14:52
Forum: Help
Topic: Internal and External Email Communication Issue
Replies: 17
Views: 421

Re: Internal and External Email Communication Issue

Then install Authen::SASL and test SMTP connection again. It might be that the error message is static (always mentions both modules even when one of them is installed).
by reneeb
01 Feb 2018, 12:39
Forum: Help
Topic: Internal and External Email Communication Issue
Replies: 17
Views: 421

Re: Internal and External Email Communication Issue

reneeb wrote:You need to install the Perl modules MIME::Base64 and Authen::SASL


This is needed for the SMTP authentication. Without that you won't be able to connect the SMTP server. Without that connection you can't send emails.
by reneeb
01 Feb 2018, 12:33
Forum: Help
Topic: Internal and External Email Communication Issue
Replies: 17
Views: 421

Re: Internal and External Email Communication Issue

You need to install the Perl modules MIME::Base64 and Authen::SASL
by reneeb
01 Feb 2018, 12:16
Forum: Help
Topic: Internal and External Email Communication Issue
Replies: 17
Views: 421

Re: Internal and External Email Communication Issue

You should check the communication log for any messages...
by reneeb
01 Feb 2018, 12:15
Forum: Hilfe
Topic: Neuanfang mit OTRS - welcher Weg
Replies: 3
Views: 173

Re: Neuanfang mit OTRS - welcher Weg

Wenn ihr alles behalten wollt, müsst ihr ein Upgrade machen. Ich empfehle erst auf dem neuen System die gleiche OTRS-Version einzuspielen wie auf dem Altsystem. Dann die Datenbank rüberziehen und anschließend die Upgrades machen (3.0 -> 3.1.latest -> 3.2.latest -> 3.3.latest -> 4.0.latest -> 5.0.lat...
by reneeb
01 Feb 2018, 11:40
Forum: Help
Topic: otrs.GenerateStats.pl lost
Replies: 2
Views: 150

Re: otrs.GenerateStats.pl lost

Please run

Code: Select all

perl bin/otrs.Console.pl
Then you'll see all the commands that are available. (Nearly) all scripts in /bin are replaced by such commands...
by reneeb
30 Jan 2018, 14:43
Forum: General
Topic: WinmailDat eml file issue
Replies: 7
Views: 282

Re: WinmailDat eml file issue

Can you send me a sample email that contains such a winmail.dat file (please provide that sample without any sensitive data). I will look at the issue then.

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