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by root
18 Apr 2018, 19:42
Forum: Help
Topic: Multiple selection fields in Config Items
Replies: 1
Views: 35

Re: Multiple selection fields in Config Items

Hi,

Did you tried CountMin, CountMax and CountDefault? Not the same as a multi select but the result is the same.

- Roy
by root
18 Apr 2018, 08:58
Forum: Hilfe
Topic: Zusätzliche Ticketerstellmaske
Replies: 9
Views: 104

Re: Zusätzliche Ticketerstellmaske

Hallo,

Znuny4OTRS Pakete werden über das Addon Znuny4OTRS-Repo installiert. Details unter https://znuny.com/#!/znuny4otrs

- Roy
by root
17 Apr 2018, 16:39
Forum: Hilfe
Topic: Zusätzliche Ticketerstellmaske
Replies: 9
Views: 104

Re: Zusätzliche Ticketerstellmaske

Paket lässt sich komischerweise nicht korrekt installieren... Ich erhalte den Hinweis es erneut zu installieren, mache ich das meldet er dasselbe nochmal... Hallo, was ist denn die exakte Fehlermeldung? Meist liegt es an falschen Dateisystemberechtigungen. Details sieht man im Paketmanager wenn man...
by root
17 Apr 2018, 15:40
Forum: Help
Topic: Customer backend
Replies: 1
Views: 48

Re: Customer backend

Hi,

Search the file Defaults.pm for CustomerCompany to see an example for it. Copy the relevant part into your Config.pm

- Roy
by root
17 Apr 2018, 14:30
Forum: Hilfe
Topic: Active Directory Manager Feld
Replies: 1
Views: 40

Re: Active Directory Manager Feld

Hallo,

ja, aber nur mit Entwicklung. Dazu müsste man das LDAP Backend anpassen und beim Auslesen des entsprechenden Attributes (manager) den weiterverwendeten Wert manipulieren.

- Roy
by root
17 Apr 2018, 10:59
Forum: General
Topic: Assign ticket to multiple users
Replies: 6
Views: 98

Re: Assign ticket to multiple users

HI,

Then I recommend using services and notify the agents with assigned "My Services"

- Roy
by root
17 Apr 2018, 08:14
Forum: General
Topic: Assign ticket to multiple users
Replies: 6
Views: 98

Re: Assign ticket to multiple users

Hi,

The agents should answer one by one and pass over the ticket to the next agent. Multiple owners at the same time are not possible.

- Roy
by root
17 Apr 2018, 06:52
Forum: Help
Topic: Move Locked Tickets to New Queue Without Changing Owner (by modifying AgentTicketMove.pm)?
Replies: 1
Views: 50

Re: Move Locked Tickets to New Queue Without Changing Owner (by modifying AgentTicketMove.pm)?

Would it be possible to customize AgentTicketMove.pm (or some other file) to basically check if the user were the Owner *OR* either a static user ID / some kind of Group or other status that could allow it to happen? In other words, if only the Ticket Owner can move a locked ticket, can a "ske...
by root
16 Apr 2018, 19:00
Forum: Help
Topic: OTRS 5->6 upgrade error
Replies: 5
Views: 154

Re: OTRS 5->6 upgrade error

Hi,

Install the rpm and run the script.

- Roy
by root
16 Apr 2018, 18:58
Forum: Help
Topic: Hide dynamicField using ACL
Replies: 4
Views: 81

Re: Hide dynamicField using ACL

Hi,

You can't hide or show dynamic fields with an ACL. This requires additional packages.

- Roy
by root
16 Apr 2018, 09:16
Forum: Hilfe
Topic: [INVALID] CC als Zusatzfeld beim Kundenlogin "Neues Ticket"
Replies: 4
Views: 63

Re: CC als Zusatzfeld beim Kundenlogin "Neues Ticket"

Hallo,

gibt's nicht.

- Roy
by root
14 Apr 2018, 08:03
Forum: Hilfe
Topic: REST Webservice - Kundenfirmentickets - Ticketsearch
Replies: 27
Views: 779

Re: REST Webservice - Kundenfirmentickets - Ticketsearch

für die REST-Abfrage nutze ich den Kundenbenutzer, der entsprechend auch TicketOwner ist. Vermutlich hat Roy recht: Die REST-Abfrage erfolgt immer als Agent, nie als Kundenbenutzer. Wenn ich es wieder umstelle auf Zugangsdaten vom Kundenbenutzer sehe ich weniger Tickets - als Kundenbenutzer Also no...
by root
12 Apr 2018, 14:40
Forum: Help
Topic: OTRS 5->6 upgrade error
Replies: 5
Views: 154

Re: OTRS 5->6 upgrade error

Hi,

Did you run (as otrs user) the script DBUpdate-to-6.pl? The mentioned tables does not exist with OTRS 5 and will be created during the migration to 6. Just updating to the new rpm does do the job.

- Roy
by root
10 Apr 2018, 16:12
Forum: Hilfe
Topic: Bei Artikel Link mit Wert eines dynamischen Felds anzeigen
Replies: 2
Views: 65

Re: Bei Artikel Link mit Wert eines dynamischen Felds anzeigen

Hallo,

also der Link sollte m.E. wie folgt aussehen:

Code: Select all

https://server/idlist=[% Data.DMSLink | uri %]


Hast Du das Feld auch für die Anzeige in AgentTicketZoom eingeblendet?

- Roy
by root
10 Apr 2018, 12:36
Forum: General
Topic: Cyclical ticket - how to do it ?
Replies: 2
Views: 114

Re: Cyclical ticket - how to do it ?

Hi,

The easiest way: create a shell script for sending an email and cron task.

- Roy
by root
09 Apr 2018, 17:02
Forum: Help
Topic: event notification halp!
Replies: 5
Views: 202

Re: event notification halp!

Hi,

You talking about the event TicketCustomerUpdate and using the customer interface. The TicketCustomerUpdate is thrown when an agent update the customer user of a ticket. There's no action in the customer interface which triggers this event.

- Roy
by root
09 Apr 2018, 10:12
Forum: Hilfe
Topic: Ticket Merge Sender nicht informieren
Replies: 5
Views: 148

Re: Ticket Merge Sender nicht informieren

Hallo,

einfach mal versucht nicht aufzuklappen? AFAIK wird der Haken beim aufklappen automatisch gesetzt.

- Roy
by root
07 Apr 2018, 07:45
Forum: Help
Topic: event notification halp!
Replies: 5
Views: 202

Re: event notification halp!

Hi,

Which other events besied TicketCreate does not work?

- Roy
by root
05 Apr 2018, 11:01
Forum: Hilfe
Topic: REST Webservice - Kundenfirmentickets - Ticketsearch
Replies: 27
Views: 779

Re: REST Webservice - Kundenfirmentickets - Ticketsearch

Dann habe ich mich falsch ausgedrückt - ich meinte Ticketcreator - sorry. Wir machen die REST abfrage mit den Zugangsdaten des jeweiligen Kundenbenutzers - nicht des Agenten. Ist das falsch? Dann zeige doch mal bitte die Parameter Deines REST Requests. Und: sind bei Dir Gruppen für Kundenbenutzer (...
by root
04 Apr 2018, 21:53
Forum: Help
Topic: OTRS Sendmail Config (SMTP) - not sending auto-reply
Replies: 7
Views: 193

Re: OTRS Sendmail Config (SMTP) - not sending auto-reply

tupson wrote:
Are you implying this field is required for external notification sending to a non-Domain account?


Could be, details should be available in the mail server log. Do you checked the logs of the mail server you've configured for OTRS?

- Roy
by root
04 Apr 2018, 21:31
Forum: Help
Topic: OTRS Sendmail Config (SMTP) - not sending auto-reply
Replies: 7
Views: 193

Re: OTRS Sendmail Config (SMTP) - not sending auto-reply

HI,

Did you checked the SendmailNotification* settings in Framework Core::Sendmail?

- Roy
by root
03 Apr 2018, 15:21
Forum: Help
Topic: [SOLVED] Trying to make a rest call fails. Log found: "Could not load web service configuration for web service"
Replies: 6
Views: 125

Re: Trying to make a rest call fails. Log found: "Could not load web service configuration for web service"

Hi,

You'll need to configure (or importon ) at least one web service in Admin -> Web Services

- Roy
by root
03 Apr 2018, 09:49
Forum: Hilfe
Topic: REST Webservice - Kundenfirmentickets - Ticketsearch
Replies: 27
Views: 779

Re: REST Webservice - Kundenfirmentickets - Ticketsearch

Hi,

Betrachte Deinen REST User wie einen Agenten und der braucht Zugriff auf das Ticket. Das hat nix mit dem Kundenportal zu tun. Ich vermute mal Du testest mit einem User der sowohl Agent als auch Kundenbenutzer ist.

- Roy
by root
03 Apr 2018, 09:37
Forum: Hilfe
Topic: REST Webservice - Kundenfirmentickets - Ticketsearch
Replies: 27
Views: 779

Re: REST Webservice - Kundenfirmentickets - Ticketsearch

Hi,

Hört sich nach fehlenden Berechtigungen an. Du kannst Dich doch mal mit dem User der den REST Zugriff durchführt auch mal anmelden. Wenn Du dann auch den Fehler beim Zugriff auf die per Mail geöffneten Tickets bekommst liegt's daran.

- Roy
by root
29 Mar 2018, 11:06
Forum: Help
Topic: Import Past tickets from Spiceworks
Replies: 6
Views: 776

Re: Import Past tickets from Spiceworks

Hi,

Read the data from SQLlite and add them to OTRS via the GenericInterface. The script you have to write needs to transform the data. Anything else like CSV and can't recommend.

Note: by using the GenericInterface the timestamps can't be set.

- Roy
by root
29 Mar 2018, 09:53
Forum: Help
Topic: Import Past tickets from Spiceworks
Replies: 6
Views: 776

Re: Import Past tickets from Spiceworks

Hi,

No there changed nothing. An import is not possible by default. I did it a few times for customers with customer development.

- Roy
by root
29 Mar 2018, 09:03
Forum: Help
Topic: Need help for process transition
Replies: 6
Views: 92

Re: Need help for process transition

Hi,

I've attached a working example (OTRS 5). The dynamic field must be created prior import. Hope this helps.

- Roy
by root
29 Mar 2018, 08:41
Forum: Help
Topic: Need help for process transition
Replies: 6
Views: 92

Re: Need help for process transition

Hi,

The dynamic field DF1 is a Dropdown? If yes is DFvaleur1 the key or value? Must be the key. Otherwiese you transition won't work when do yo have translations.

- Roy
by root
28 Mar 2018, 19:47
Forum: Help
Topic: Need help for process transition
Replies: 6
Views: 92

Re: Need help for process transition

Hi,

Check the type of your transition action. Should be String and not Transition Validation Module.

- Roy
by root
28 Mar 2018, 17:05
Forum: Help
Topic: Creating New Process with Design
Replies: 2
Views: 72

Re: Creating New Process with Design

Hi,

I suggest creating a post on the Marketplace. I don't think that someone will provide this for free.

- Roy
by root
27 Mar 2018, 18:46
Forum: Help
Topic: Stats Module very slow
Replies: 2
Views: 259

Re: Stats Module very slow

Hi,

I suggest enabling slow query log for MySQL and considering (after analysis) working with a mirror db

- Roy
by root
27 Mar 2018, 11:40
Forum: Help
Topic: Issue in appointment calendar installation
Replies: 2
Views: 56

Re: Issue in appointment calendar installation

Hi,

That's a perl module. Check you Linux distribution or use cpan to install it.

- Roy
by root
26 Mar 2018, 14:47
Forum: Help
Topic: Stop/remove process
Replies: 5
Views: 90

Re: Stop/remove process

Hi,

You can try a 0 with the GenericAgent. Otherwise you'll need a small custom module (TransitionAction or GenericAgent).

- Roy
by root
26 Mar 2018, 13:34
Forum: Help
Topic: Stop/remove process
Replies: 5
Views: 90

Re: Stop/remove process

Hi,

This can be done by removing the two dynamic fields ProcessManagementProcessID and ProcessManagementActivityID from the ticket.

- Roy
by root
19 Mar 2018, 16:55
Forum: Hilfe
Topic: Probleme bei der Installation auf SUSE
Replies: 14
Views: 235

Re: Probleme bei der Installation auf SUSE

wurzel wrote:... ah und am einfachsten (ohne cpan) wäre meines Erachtens ein Ubuntu. Weil da sind alle perl pakete im Repository verfügbar.


Und noch einfacher ein CentOS 7, inkl EPEL ist da auch alles da und mit dem RPM ist es deutlich einfacher.

- Roy
by root
19 Mar 2018, 16:53
Forum: Help
Topic: Configure OTRS for Oracle12
Replies: 11
Views: 240

Re: Configure OTRS for Oracle12

claud10r wrote:/opt/otrs/perl5/lib/perl5/x86_64-linux-thread-multi/DBD


That's definitely the wrong location for a system wide installation. I recommend using professional help for this issue.

- Roy
by root
16 Mar 2018, 13:23
Forum: Hilfe
Topic: OTRS6 Erinnerungsmail Parameter definieren
Replies: 9
Views: 271

Re: OTRS6 Erinnerungsmail Parameter definieren

Hi,

dann schau mal in die entsprechende Ticketbenachrichtigung, da sollte eine Checkbox sein "Once per day". Die Option ist m.E. per Default an.

- Roy
by root
16 Mar 2018, 08:52
Forum: Help
Topic: Configure OTRS for Oracle12
Replies: 11
Views: 240

Re: Configure OTRS for Oracle12

Hi,

Talk to to your Oracle DBA to set up the client system properly. I guess you don't populate the Oracle environment variables like ORACLE_HOME for all users.

What's the location of DBD/Oracle.pm (use locate or find to determine)?

- Roy
by root
16 Mar 2018, 08:49
Forum: Hilfe
Topic: OTRS6 Erinnerungsmail Parameter definieren
Replies: 9
Views: 271

Re: OTRS6 Erinnerungsmail Parameter definieren

Hi,

AFAIK einmal je Ticket und Tag.

- Roy
by root
16 Mar 2018, 08:38
Forum: Hilfe
Topic: Tickets mit Definierten werten schliessen (GenericAgent)
Replies: 3
Views: 187

Re: Tickets mit Definierten werten schliessen (GenericAgent)

Offensichtlich schaut das OTRS nicht im E-Mail Betreff nach, sondern nur im "Titel".. wenn die dort die Werte eintrage dann Arbeitet er korrekt. Hallo, OTRS kann bei einem zeitgesteuerten GenericAgent auch nicht in den Betreff schauen, das es keinen Bezug zu einem Artikel gibt (es sind Fi...
by root
07 Mar 2018, 14:39
Forum: General
Topic: Process Ticket - Customer Portal
Replies: 5
Views: 253

Re: Process Ticket - Customer Portal

Hi,

The initial activity dialogue needs to be also available for customer, not only agents

- Roy
by root
07 Mar 2018, 09:32
Forum: General
Topic: Fetched mail not deleting from mail box
Replies: 5
Views: 231

Re: Fetched mail not deleting from mail box

And you can also see possibilities at the page of Znuny (http://www.znuny.com), the company of the OTRS creator.

And most of the companies listed at viewtopic.php?f=104&t=8247&p=89605#p89605 also provide commercial services.

- Roy
by root
07 Mar 2018, 09:27
Forum: Help
Topic: Slowness in OTRS
Replies: 6
Views: 259

Re: Slowness in OTRS

andersonmavi30 wrote:What are the recommended ones?


Hi,

Start with fixing the issues seen in the error log

- Roy
by root
06 Mar 2018, 22:35
Forum: Help
Topic: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom
Replies: 12
Views: 373

Re: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom

Does anyone have the 2 tables otrs.sysconfig_deployment_lock and otrs.sysconfig_default in their Database? If so can you let me know their structure so I can create them and rerun the upgrade to see if this resolves the issues? Hi Matthew, I suggest you performed an update by using the RPM? Then yo...
by root
06 Mar 2018, 22:27
Forum: Hilfe
Topic: Persönliche Einstellungen des Agenten werden zurückgesetzt
Replies: 5
Views: 279

Re: Persönliche Einstellungen des Agenten werden zurückgesetzt

Hallo,

ich tippe mal drauf das es der Bug hier ist: https://bugs.otrs.org/show_bug.cgi?id=13463

Gefixt in 6.0.6, verfügbar ab 13.3.18

- Roy
by root
06 Mar 2018, 21:40
Forum: Help
Topic: Create ticket upon dynamic field selection
Replies: 5
Views: 222

Re: Create ticket upon dynamic field selection

Hi David,

What wurzel is talking about is: use a process ticket and you will be able to create a new (linked) ticket with a transition action and your original ticket can be processed as always.

- Roy
by root
06 Mar 2018, 21:17
Forum: Help
Topic: Get the Services that a customer user has via API SOAP
Replies: 2
Views: 148

Re: Get the Services that a customer user has via API SOAP

Hi,

This needs a customer webservice aka custom development. Maybe the rpc.pl (XML-RPC) can be used, but I wouldn't recommend this

- Roy
by root
05 Mar 2018, 09:47
Forum: Help
Topic: Single instance two addresses
Replies: 2
Views: 131

Re: Single instance two addresses

Hi Ralph,

Splitting the ticket (and linking) should be sufficient. After this you can move the new created ticket to a queue f department b.
But then there's no communication between the both departments. This can only be solved by using specific feature addons or custom development.

- Roy

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