Search found 188 matches
- 20 May 2016, 14:36
- Forum: General
- Topic: (SOLVED) Helpdesk monitors
- Replies: 7
- Views: 2143
Re: Helpdesk monitors
use Generic agent to test, then set a (newly created) state of "Hey, Look at me! I'm violating my criteria" (or equivalent). Trigger agent notification on Ticket state update, with criteria of that state. The rest you should be able to determine. I like it ! Thanks Crythias for the idea.
- 17 May 2016, 15:53
- Forum: General
- Topic: Business Solution License Question
- Replies: 5
- Views: 1904
Re: Business Solution License Question
If youre interrested only by the workflows, you could have a look at KIX4OTRS (https://www.cape-it.de/en/service-manag ... s-eng.html). I think they got something related to ticket workflows and the such.
- 16 May 2016, 20:14
- Forum: General
- Topic: Hide email history in custom reply
- Replies: 8
- Views: 3582
Re: Hide email history in custom reply
Try to update Ticket::Frontend::ResponseFormat in Ticket Core::Ticket in SysConfig. Havent tried it thought.
- 13 May 2016, 17:28
- Forum: Help
- Topic: Postmaster filter matching field value from email
- Replies: 4
- Views: 1569
Re: Postmaster filter matching field value from email
YEAH !
Got it ! My regex was the bug but I still dont know why thought.
My regex that works is "NUMERO_DE_CHAMBRE[\r\n\t\f ]+([^\r\n\t\f ]+)"
So anyone can explain me why \s and \S wont work in OTRS?
Got it ! My regex was the bug but I still dont know why thought.
My regex that works is "NUMERO_DE_CHAMBRE[\r\n\t\f ]+([^\r\n\t\f ]+)"
So anyone can explain me why \s and \S wont work in OTRS?
- 13 May 2016, 17:11
- Forum: Help
- Topic: Postmaster filter matching field value from email
- Replies: 4
- Views: 1569
Re: Postmaster filter matching field value from email
Could it be cause of the \t and the text that is submitted and the email received is being converted from tab to spaces? Answer = No, its not cause of the tab being converted as spaces. Changed my regex to "NUMERO_DE_CHAMBRE\s(\S*)" and still got the same result. I know the filter conditi...
- 13 May 2016, 14:32
- Forum: Help
- Topic: Postmaster filter matching field value from email
- Replies: 4
- Views: 1569
Re: Postmaster filter matching field value from email
Tried it but not working still.reneeb wrote:Remove the leading and trailing "/" in the filter
Could it be cause of the \t and the text that is submitted and the email received is being converted from tab to spaces?
- 12 May 2016, 22:42
- Forum: Help
- Topic: Postmaster filter matching field value from email
- Replies: 4
- Views: 1569
Postmaster filter matching field value from email
Hi, Im trying to setup a new postmaster filter that would gather information from the body of a ticket and set some information in a dynamic field. I tried some of the stuff from that topic: http://forums.otterhub.org/viewtopic.php?f=53&t=18438 but cant seem to make it work for me. Here's what I...
- 12 May 2016, 19:56
- Forum: General
- Topic: Using links (urls) in article text: Javascript doesn´t work
- Replies: 1
- Views: 1010
Re: Using links (urls) in article text: Javascript doesn´t work
We use that same fix solution as you for now but when I updated our OTRS this morning, found out that bugfix and im wondering if its fixing it. Havent been able to test it out thought: https://www.otrs.com/release-notes-otrs ... -level-16/
- 12 May 2016, 19:36
- Forum: Help
- Topic: Difference between link and merge
- Replies: 2
- Views: 1163
Re: Difference between link and merge
Juste be careful with the merge. You can merge 2 tickets not from the same customer which will result in some weird behavior depending of your config and how your customers can view things on their side.
- 11 May 2016, 14:16
- Forum: General
- Topic: (SOLVED) Helpdesk monitors
- Replies: 7
- Views: 2143
Re: Helpdesk monitors
Oh, you are right. Try ticket notifications instead. There you can send a notification to agents that are in a certain role or group. Sorry. Tried it already before posting but im stuck where I gotta select the right trigger and Im not sure which one to pick cause neither seems to do what's needed....
- 10 May 2016, 19:35
- Forum: General
- Topic: (SOLVED) Helpdesk monitors
- Replies: 7
- Views: 2143
Re: Helpdesk monitors
I'll head to the Generic Agent but last time I checked there wasnt the right filter to what we wanted exactly. Thanks So I checked it and was able to create a kinda working filter but the only thing is the "To" that i'd like to fix. Here's where I wouldnt know what to put there: 2016-05-1...
- 10 May 2016, 19:26
- Forum: General
- Topic: (SOLVED) Helpdesk monitors
- Replies: 7
- Views: 2143
Re: Helpdesk monitors
Use a generic agent, filter for the event "closed.*" or whatever you defined as "taken care of", then send a predefined note to a predefined group of agents. Maybe my use case wasnt clear enough. Lets says I got the follow case: 1. Ticket is opened with Critic priority at 13h00....
- 09 May 2016, 21:29
- Forum: General
- Topic: (SOLVED) Helpdesk monitors
- Replies: 7
- Views: 2143
(SOLVED) Helpdesk monitors
Hey all, We got a group of people in our business that are our "helpdesk monitors" and they would like to get email notifications when Critics and High priority tickets arent taken care of. How would you work with that use case? Using escalation and "My queues" wouldnt work great...
- 09 May 2016, 20:57
- Forum: Help
- Topic: Unit time/Accounted time
- Replies: 3
- Views: 2108
Re: Unit time/Accounted time
My bad. I read it wrong. Thought you meant in the ticket creation or updates. I tried adding "AccountedTime" field in the Sysconfig Ticket -> Frontend::Agent::Dashboard and its not working so either its the wrong field name or it aint implemented. You could have a look at that addon https:...
- 09 May 2016, 16:08
- Forum: Help
- Topic: Default selected Service
- Replies: 0
- Views: 1109
Default selected Service
Hey all,
Im having an issue with something in my ACLs and wanted to fix it simply by selecting a default service in the customer UI new Ticket.
Is it possible to set default service when the customer creates a new ticket?
Thanks for the help
Im having an issue with something in my ACLs and wanted to fix it simply by selecting a default service in the customer UI new Ticket.
Is it possible to set default service when the customer creates a new ticket?
Thanks for the help
- 09 May 2016, 15:06
- Forum: Help
- Topic: Unit time/Accounted time
- Replies: 3
- Views: 2108
Re: Unit time/Accounted time
Thought it was there by default...
You can have a look at the config for that field in Ticket -> Frontend::Agent.
You can have a look at the config for that field in Ticket -> Frontend::Agent.
- 06 May 2016, 14:53
- Forum: Help
- Topic: How to hide queue for customers
- Replies: 5
- Views: 5075
Re: How to hide queue for customers
Do you want to all the "Select a queue" field from the form or just some queues from the list? In case 1, you can do it with the config Ticket -> Frontend::Customer::Ticket::ViewNew and change the Ticket::Frontend::CustomerTicketMessage###Queue value (Careful, you'll also need to set the d...
- 04 May 2016, 20:44
- Forum: Général
- Topic: POP3: Can't connect to pop.gmail.com
- Replies: 3
- Views: 42076
Re: POP3: Can't connect to pop.gmail.com
Si ma mémoire est bonne, il me semble que nous n'avons pas vraiment fait de config à ce sujet. Peut-être une question de port ouvert?
- 03 May 2016, 17:08
- Forum: Help
- Topic: URL with post/get parameters
- Replies: 0
- Views: 809
URL with post/get parameters
Hi, Tried to search in the forum but havent got a solution for what im trying to do (or maybe im not using the right keywords :P). Is it possible to call the Customer create new ticket screen with some parameters in the URL? For us, I'd only like to pass the service so its automatically selected in ...
- 03 May 2016, 17:01
- Forum: Général
- Topic: POP3: Can't connect to pop.gmail.com
- Replies: 3
- Views: 42076
Re: POP3: Can't connect to pop.gmail.com
Salut,
Tu ne sembles pas être le seul à avoir le problème avec gmail. Tu peux suivre le post suivant: viewtopic.php?f=62&t=31619&p=129810&hil ... il#p129810
Pour ce qui est de l'envoie, pour nous le sendmail est tout à fait suffisant.
Tu ne sembles pas être le seul à avoir le problème avec gmail. Tu peux suivre le post suivant: viewtopic.php?f=62&t=31619&p=129810&hil ... il#p129810
Pour ce qui est de l'envoie, pour nous le sendmail est tout à fait suffisant.
- 03 May 2016, 14:57
- Forum: Help
- Topic: Process management using OTRS_Customer_Data?
- Replies: 0
- Views: 814
Process management using OTRS_Customer_Data?
Hey all, Im trying to build my first process in OTRS, and I'm wondering if its possible to use the OTRS_Customer_Data part when creating a transition action Ticket Create. I've read that you can use the OTRS_Ticket... and OTRS_DynamicField... but when creating my process that creates several tickets...
- 03 May 2016, 14:47
- Forum: Help
- Topic: Understanding the GenericAgent priorities
- Replies: 6
- Views: 2567
Re: Understanding the GenericAgent priorities
Thanks for your reply. Here's the list I have: STI - SAC - FW A STI ... STI - SAC - FW SRH STI - SAC - FW SSAP STI - SAC - FW SSF STI - SAC - FW SSP STI - SAC - FW SVE STI - SAC - FW Z Expertises So following the logic, one that should be catch in "STI - SAC - FW A STI" shouldnt get trappe...
- 02 May 2016, 14:57
- Forum: Help
- Topic: Understanding the GenericAgent priorities
- Replies: 6
- Views: 2567
Re: Understanding the GenericAgent priorities
Bump Thanks!
- 07 Apr 2016, 19:35
- Forum: Help
- Topic: CMDB dates that generate tickets/notifications/events
- Replies: 2
- Views: 1488
Re: CMDB dates that generate tickets/notifications/events
I have a commercial addon for that... it can generate all three things tickets, notifications and events. If you are interested, I can set up a demo instance for that. Hi, How much is that addon and is there any website or online demo I could have access? We're a university here and budget has been...
- 07 Apr 2016, 19:33
- Forum: Help
- Topic: ACL x Dynamic fields
- Replies: 12
- Views: 4942
Re: ACL x Dynamic fields
I think youre right that its related to the fact its a text field. You'd have to create a custom form for those automated behaviours. But maybe someone else will pitch in?
- 07 Apr 2016, 16:58
- Forum: Help
- Topic: ACL x Dynamic fields
- Replies: 12
- Views: 4942
Re: ACL x Dynamic fields
Have you tried to use the Ticket properties with your field name instead?
Properties
--- Ticket
-------City
But I dont know if this field is in the ticket and if the behaviour you want is for when its handled in tickets or not.
Properties
--- Ticket
-------City
But I dont know if this field is in the ticket and if the behaviour you want is for when its handled in tickets or not.
- 07 Apr 2016, 15:49
- Forum: Help
- Topic: ACL x Dynamic fields
- Replies: 12
- Views: 4942
Re: ACL x Dynamic fields
Oups my bad.
Have you tried to remove "DynamicField_" from the field name? I have several ACLs in our instances that uses Dynamic fields and we're not adding that prefixe.
Have you tried to remove "DynamicField_" from the field name? I have several ACLs in our instances that uses Dynamic fields and we're not adding that prefixe.
- 07 Apr 2016, 15:43
- Forum: Help
- Topic: FollowUp not changing state
- Replies: 3
- Views: 1270
Re: FollowUp not changing state
Do you have any special Postmaster filter enabled? Some GenericAgents enabled?
- 07 Apr 2016, 15:23
- Forum: Help
- Topic: ACL x Dynamic fields
- Replies: 12
- Views: 4942
Re: ACL x Dynamic fields
Are there any values already possible in your dynamic field? Cause what your ACL does actually is saying one value is possible but not the others arent.
- 05 Apr 2016, 20:28
- Forum: Help
- Topic: Understanding the GenericAgent priorities
- Replies: 6
- Views: 2567
Understanding the GenericAgent priorities
Hi, Lets say I have 5 generic agents (a, b, c, e and f). Each of these are triggered on Ticket::QueueUpdate event with different filters that are mutually excluded. Will be this executed in alpha order or some other way? Cause I have a weird problem that happens on our instance. My "b" Gen...
- 05 Apr 2016, 19:33
- Forum: Help
- Topic: Notifications to customers for merged tickets
- Replies: 3
- Views: 1497
Re: Notifications to customers for merged tickets
Links are mainly for logicial understanding of the tickets and their childrens, etc. Also to ease navigation between them.
- 05 Apr 2016, 14:34
- Forum: Help
- Topic: Notifications to customers for merged tickets
- Replies: 3
- Views: 1497
Re: Notifications to customers for merged tickets
I wouldnt merge them personnaly. I'd link them together thought. With that said, you can do grouped action using the queue view by selecting them and click on the grouped action button. One thing though, im not sure the "Grouped action" feature is in OTRS vanilla or if its in KIX4OTRS addon.
- 04 Apr 2016, 20:15
- Forum: Help
- Topic: Reports of tickets linked to certain CI in CMDB
- Replies: 2
- Views: 730
Re: Reports of tickets linked to certain CI in CMDB
Got my answer here viewtopic.php?f=64&t=15810&p=60810&hili ... tem#p60810. Seems like we'll have to datamine
- 04 Apr 2016, 20:07
- Forum: Help
- Topic: CMDB dates that generate tickets/notifications/events
- Replies: 2
- Views: 1488
CMDB dates that generate tickets/notifications/events
Hi all, I saw some posts in here about it with no answers and I need the same thing so I'm trying my luck. Is it possible actually to generate a ticket, a notification or anything based on a date field from a CMDB classe ? The best exemple is a software licence expiration date that would generate a ...
- 04 Apr 2016, 17:57
- Forum: Help
- Topic: Link Queues and Services
- Replies: 6
- Views: 3414
Re: Link Queues and Services
Linking service to queue is one of the feature included in KIX4OTRS (https://www.cape-it.de/en/kix4otrs-download-eng.html). That module is big and has a some bugs, but its free and the support from these guys is good so far for us.
- 04 Apr 2016, 17:53
- Forum: General
- Topic: (SOLVED) Recommandation on a use case VS OTRS
- Replies: 5
- Views: 2521
Re: (SOLVED) Recommandation on a use case VS OTRS
Looks pretty neat! Seems like it aint free though and its something that wont work for us unfortunatly. We're a university and budget got cut by admins and we cant afford $ on it admin solutions.
- 22 Mar 2016, 17:02
- Forum: Général
- Topic: Transfert de mail
- Replies: 1
- Views: 40940
Re: Transfert de mail
Nous, on ne s'est pas trop cassé la tête et on s'est fait un modèle de ticket du côté agent qui vient simplement ajouter du texte dans le corps du ticket indiquant quelque chose du genre : "Demande reçu à l'extérieur d'OTRS. Voici la demande reçu par du client: ...." De cette manière, on a...
- 15 Mar 2016, 17:57
- Forum: Help
- Topic: Understanding escalating
- Replies: 5
- Views: 2775
Re: Understanding escalating
Still havent found a solution to that Sucks cause of that we cant start using SLA and escalations.
Anyone got an idea of what could cause this? Thanks for your help!
Anyone got an idea of what could cause this? Thanks for your help!
- 15 Mar 2016, 17:56
- Forum: General
- Topic: (SOLVED) Recommandation on a use case VS OTRS
- Replies: 5
- Views: 2521
Re: Recommandation on a use case VS OTRS
I found a solution to that using Process Management (from KIX4OTRS) and ACLs on customer side.
- 07 Mar 2016, 16:55
- Forum: Général
- Topic: Configuration du tableau de bord
- Replies: 3
- Views: 41513
Re: Configuration du tableau de bord
As-tu essayé de mettre les permissions Lecture seule et Note? Cela serait un moindre mal et je crois que tu pourrais limiter à des notes internes seulement pour ce groupe.
- 07 Mar 2016, 16:50
- Forum: Général
- Topic: Modification de l'URL
- Replies: 3
- Views: 41316
Re: Modification de l'URL
Fais nous signe si cela corrige ton problèmeMinus wrote:Bonjour
Pour le moment je n'ai rien modifié de ce coté la
- 02 Mar 2016, 16:32
- Forum: Général
- Topic: Configuration du tableau de bord
- Replies: 3
- Views: 41513
Re: Configuration du tableau de bord
Bonjour,
Quel est le groupe attribué à ta file postmaster?
Quel est le groupe attribué à ta file postmaster?
- 02 Mar 2016, 16:30
- Forum: Général
- Topic: Modification de l'URL
- Replies: 3
- Views: 41316
Re: Modification de l'URL
As-tu modifié sans le Sysconfig les paramètres FQDN et ScriptAlias dans la partie Framework? Je sais que pour moi, cela causait un bug.
- 02 Mar 2016, 16:28
- Forum: Général
- Topic: Gérer les échanges entre deux OTRS
- Replies: 2
- Views: 41386
Re: Gérer les échanges entre deux OTRS
Bonjour, Est-ce que vous avez un système ID différent dans vos instances d'OTRS (Framework -> Core)? Si c'est le cas, il faudra que l'un de vous le change. De plus, comment faites-vous le lien par postmaster pour identifier le numéro de ticket? Il m'est arrivé le même problème, et c'est que nous, no...
- 29 Feb 2016, 16:13
- Forum: Help
- Topic: Understanding escalating
- Replies: 5
- Views: 2775
Re: Understanding escalating
Any other ideas on what our problem might be? We're still searching for what might cause that display bug.
Thanks a lot
Thanks a lot
- 25 Feb 2016, 23:54
- Forum: Help
- Topic: Reports of tickets linked to certain CI in CMDB
- Replies: 2
- Views: 730
- 22 Feb 2016, 23:57
- Forum: General
- Topic: (SOLVED) Recommandation on a use case VS OTRS
- Replies: 5
- Views: 2521
Re: Recommandation on a use case VS OTRS
Hi, Thanks for the feedback but for our business structure and authorizations, the queue vs dept is required. Also, like that, agents are handling their view of the departments they support so if someone else help them or someone is in vacation, nothing has to be made by the sysadmins. Would have be...
- 19 Feb 2016, 17:43
- Forum: General
- Topic: (SOLVED) Recommandation on a use case VS OTRS
- Replies: 5
- Views: 2521
(SOLVED) Recommandation on a use case VS OTRS
Hey all, I'd like some thoughts from you on a use case we got here and that I'd like to setup in OTRS. We have a service responsible that isnt from IT agents and are handling the dispatch of some software installations in our business. Actually, only IT folks are agents in our OTRS. We have IT techs...
- 19 Feb 2016, 16:54
- Forum: Help
- Topic: Reports of tickets linked to certain CI in CMDB
- Replies: 2
- Views: 730
Reports of tickets linked to certain CI in CMDB
Hey all,
Have anyone been able to create reports (or search templates) that would display tickets (or time spent on tickets, etc.) that are linked to certain CI in the CMDB?
Thanks for the help!
Have anyone been able to create reports (or search templates) that would display tickets (or time spent on tickets, etc.) that are linked to certain CI in the CMDB?
Thanks for the help!
- 18 Feb 2016, 16:03
- Forum: Help
- Topic: (SOLVED) Default time lapse for pending date
- Replies: 2
- Views: 1079
Re: Default time lapse for pending date
Working good Thanks!EXG133 wrote:Search for PendingDiffTime in Sysconfig