Search found 392 matches

by Giulio Soleni
09 Sep 2014, 17:04
Forum: Developers
Topic: Core::SOAP usage
Replies: 2
Views: 1969

Core::SOAP usage

Hi, I have been lately trying to develop some procedures to interface to OTRS via SOAP and I took as a starting point all the documentation about Generic Interface in the Admin Manual and some precious examples in the forum. Only today I noticed that in SysConfig the Framework module Core::SOAP is a...
by Giulio Soleni
09 Sep 2014, 15:56
Forum: Help
Topic: Change state
Replies: 2
Views: 877

Re: Change state

Hi, you cannot arbitrarily set the status of a change, it depends on the possible evolutions of the state machine (Admin > State Machine) http://otrs.github.io/doc/manual/itsm/stable/en/html/ch08s05.html#change_state_machine You have to specifically define all the conditions that let the change go a...
by Giulio Soleni
08 Sep 2014, 20:29
Forum: General
Topic: General Catalog "Add Catalog Class" vs "Add Catalog Item"
Replies: 4
Views: 3307

Re: General Catalog "Add Catalog Class" vs "Add Catalog Item

Edit: Note that you created a ConfigItem and not simply a foo widget. Which should mean that the fields attached to the Custom ConfigItem should be available when adding one to your Catalog. well... I * thought * I created a new ConfigItem but I actually created a foo widget that cannot be retrieve...
by Giulio Soleni
08 Sep 2014, 19:16
Forum: General
Topic: General Catalog "Add Catalog Class" vs "Add Catalog Item"
Replies: 4
Views: 3307

Re: General Catalog "Add Catalog Class" vs "Add Catalog Item

besides the class I wrongly defined (ITSM::ConfigItem::MyClass::MyType) the list of available classess comes from the defaults of the ITSM bundle. You can see it in the attached pic. By clicking on each specific class the available submenus specifies the items (I'd say the instances sub-classess) al...
by Giulio Soleni
08 Sep 2014, 11:30
Forum: General
Topic: General Catalog "Add Catalog Class" vs "Add Catalog Item"
Replies: 4
Views: 3307

General Catalog "Add Catalog Class" vs "Add Catalog Item"

Hi, sorry for my naive question but I cannot find a real answer in the manual... I tried to add a new CI, as a test and NOW I see that the correct procedure would have been: - Admin > General Catalog > ITSM::ConfigItem::Class > [Add Catalog Item] - Admin > Config Items ... to edit the new CI class s...
by Giulio Soleni
03 Sep 2014, 16:19
Forum: Help
Topic: [SOLVED] disabling closing of tickets with a dynfileld set
Replies: 0
Views: 655

[SOLVED] disabling closing of tickets with a dynfileld set

Hi, I am trying to define an ACL to disable closing state and possibly hide the close button from agent's toolbar, for tickets that have a checkbox dynamic field "test01" set. This is my first attempt: --- - ChangeBy: root@localhost ChangeTime: 2014-09-03 15:54:19 Comment: '' ConfigChange:...
by Giulio Soleni
30 Aug 2014, 14:54
Forum: Assistenza
Topic: Problema con email e moduli perl non istallati
Replies: 2
Views: 49722

Re: Problema con email e moduli perl non istallati

Ciao, come hai configurato OTRS per l'invio della posta? In particolare vale la pena di vedere se è a posto la configurazione degli indirizzi con cui OTRS esce (Admin - Email Settings > Email Addresses) Inoltre che metodo usi per far sì che OTRS invii la posta? SMTP con un server vostro? Per favore,...
by Giulio Soleni
14 Aug 2014, 11:42
Forum: Help
Topic: How to create tickets for multiple customers?
Replies: 6
Views: 3397

Re: How to create tickets for multiple customers?

I do not think there is a feature that let you group customers for the purpose of open the same tk for each one of them simultaneously... maybe an idea is to elaborate a little bit the "ticket template" feature which is available for customization on /opt/otrs/Kernel/Output/HTML/Standard/A...
by Giulio Soleni
13 Aug 2014, 12:36
Forum: General
Topic: logged ticket via E-mail
Replies: 4
Views: 1488

Re: logged ticket via E-mail

Hi niraj, OTRS scheduler isn't concerning with ticket creation (the topic of this thread), but is something related to the Generic Interface and OTRS as invoker of SOAP calls. So if you have some issues about scheduler you should open a new thread in the forum. I just specify here that the command y...
by Giulio Soleni
13 Aug 2014, 11:54
Forum: Help
Topic: How to create tickets for multiple customers?
Replies: 6
Views: 3397

Re: How to create tickets for multiple customers?

Hi Stefan, I am not sure if that's what you are looking for, but I think you should use " New Email Ticket " feature from agents' web console (an option available from "Ticket" button in the main menu). An agent should be allowed to inform one or more customers about some news (i...
by Giulio Soleni
12 Aug 2014, 14:57
Forum: Come devo fare
Topic: Chiusura ticket con invio email
Replies: 6
Views: 51314

Re: Chiusura ticket con invio email

continuo a dirti di provare a NON usare le note di chiusura, cioè NON il pulsante chiudi MA il reply selezionando per esempio il template "empty answer". Se usi una nota esterna al cliente arriva la notifica del fatto che c'è una nota al ticket ma non la nota stessa... quindi ogni allegato...
by Giulio Soleni
12 Aug 2014, 11:09
Forum: Come devo fare
Topic: Chiusura ticket con invio email
Replies: 6
Views: 51314

Re: Chiusura ticket con invio email

Ciao Spike, a parte le note e le notifiche di sistema, gli agenti dovrebbero poter chiudere un ticket (impostando lo stato "chiuso con successo" o "chiuso con insuccesso") contestualmente al momento in cui forniscono una risposta. Nel modulo di risposta, inoltre, è possibile aggi...
by Giulio Soleni
08 Aug 2014, 15:40
Forum: Come devo fare
Topic: Chiusura ticket con invio email
Replies: 6
Views: 51314

Re: Chiusura ticket con invio email

Ciao, non vorrei dire una sciocchezza ma dovrebbeessere sufficiente rispondere al cliente (via web ovviamente) e anziché tenere il ticket aperto impostare lo stato a "chiuso". Oppure, se non ti interessa specificamente il tipo della risposta ma piuttosto che il cliente sia informato comunq...
by Giulio Soleni
08 Aug 2014, 15:24
Forum: Help
Topic: Customer attachment refreshes the page
Replies: 8
Views: 2696

Re: Customer attachment refreshes the page

I faced a similar issue some years ago and I used a javascript popup to ask me if I would like to keep the ticket compiled data or clean them up as soon as a refresh should update the page.
viewtopic.php?f=60&t=8032#p66824
This was more a workaround than a fix, tho...
by Giulio Soleni
08 Aug 2014, 15:06
Forum: Help
Topic: Unable to reply a ticket if it has been opened via email.
Replies: 4
Views: 1250

Re: Unable to reply a ticket if it has been opened via email

...or else maybe you didn't yet associate any reply teplate to the queue where the tickets from the fetched emails are created.

Let's see if my crystal ball is clearer than crythias' :)
by Giulio Soleni
05 Aug 2014, 14:52
Forum: Help
Topic: Customer View Attachements
Replies: 5
Views: 2020

Re: Customer View Attachements

There are a couple of settings that you may check ... even if since you said you can see attachments on the agents' console I don't think these settings are misconfigured... anyhow from SysConfig: Framework -> Core::Web check if AttachmentDownloadType is set to 'attachment' and check also the size o...
by Giulio Soleni
04 Aug 2014, 15:36
Forum: Help
Topic: Purpose of email tickets
Replies: 3
Views: 1148

Re: Purpose of email tickets

Hallo, I had the same question some time ago and honestly I found the term "E-mail ticket" a little bit unsuitable for that feature. I would have call it something like "support to customer tickets" or "reverse tickets" ... Anyhow, I decided to hide this functionality f...
by Giulio Soleni
04 Aug 2014, 15:09
Forum: Howtos
Topic: How to only accept tickets from customers in your database
Replies: 12
Views: 80001

Re: How to only accept tickets from customers in your databa

Hi, crythias, would you please take a look to http://forums.otterhub.org/viewtopic.php?f=62&t=25991 ? Trying to apply your suggestion to a 3.3.x system, it seems to produce some annoying side effects on further IMAP (and presumably also POP3) email processing. Maybe this effect was already expec...
by Giulio Soleni
04 Aug 2014, 15:02
Forum: Help
Topic: Help on queues management (I think?)
Replies: 7
Views: 4409

Re: Help on queues management (I think?)

Hi, this topic is interesting and I didn't notice http://forums.otterhub.org/viewtopic.php?f=60&t=6586 before. I applied it (at least the first very simple customization suggested by crythias) on my 3.3.5 version (and I guess that for 3.3.8 is the same) and it works as expected. However when the...
by Giulio Soleni
04 Aug 2014, 11:51
Forum: Help
Topic: Customer View Attachements
Replies: 5
Views: 2020

Re: Customer View Attachements

Attachments are items available for specific articles of a ticket, and in the customer view they should be visible on the header of the article, along with "From", "To", and "Subject" information of that specific article. Are you sure you did not see anything even once ...
by Giulio Soleni
04 Aug 2014, 10:44
Forum: Developers
Topic: CentOS 7 & RHEL 7 installation issues (concerning mod_perl)
Replies: 2
Views: 7153

CentOS 7 & RHEL 7 installation issues (concerning mod_perl)

Hi, I made a test and I installed the last available OTRS release (3.3.8 today) on a brand new CentOS 7 system. Red Hat (and therefore CentOS community) claimed for some new features in the new version of the OS https://access.redhat.com/documentation/en-US/Red_Hat_Enterprise_Linux/7/html/7.0_Releas...
by Giulio Soleni
02 Aug 2014, 14:20
Forum: Help
Topic: Migrate tickets from old version to new (3.0.11 -> 3.3.8)
Replies: 4
Views: 5889

Re: Migrate tickets from old version to new (3.0.11 -> 3.3.8

Hi, did you already installed OTRS on CentOS 7? I am trying right now but I noticed that mod_perl is not available anymore for CentOS 7 distro (neither for RHEL7). Thus installing otrs (at least from rpm) seems not to be possible. I also read this: https://www.huntingbears.nl/2013/12/17/no-mod_perl-...
by Giulio Soleni
01 Aug 2014, 12:00
Forum: General
Topic: Including articles and attachnents to notification emails
Replies: 9
Views: 3311

Re: Including articles and attachnents to notification email

Hallo And if so, is there a suitable invoker maybe as part of some OTRS Feature Add-On? Generic Interface is available since the 3.2.x versions as a core part of OTRS, no add-on required... as jojo suggested you should be able to configure OTRS as invoker and trigger the communication on specific ti...
by Giulio Soleni
23 Jul 2014, 11:05
Forum: Help
Topic: Show Pending Time to Customer web interface
Replies: 0
Views: 585

Show Pending Time to Customer web interface

Hi, I am looking for a way to show the remaining pending time (after a ticket set to "close pending" will auto close) at the Customer web interface. This attribute is actually already shown only for the Agent web interface. My attempt: set a new "PendingTime" attribute to 1 in Ti...
by Giulio Soleni
02 Jul 2014, 16:50
Forum: Help
Topic: Can an agent turn a ticket or email into an 'order' ?
Replies: 2
Views: 1340

Re: Can an agent turn a ticket or email into an 'order' ?

Ciao, I bet I can add 'pizza ordering' and 'car ordering' each one with its own additional fields, can't I ? ...if you need a pizza or a new car, why not :D ... I suggest you to define separate processes as well as separate queues/dyn-fields/ACLs and so on as it is specified in the admin manual. Any...
by Giulio Soleni
02 Jul 2014, 14:13
Forum: Help
Topic: Dynamic fields and services applied to queue level?
Replies: 2
Views: 1023

Re: Dynamic fields and services applied to queue level?

Hi, to correlate dyn-fields to queues please check: http://forums.otterhub.org/viewtopic.php?f=60&t=24116 to correlate services to queues please check: http://forums.otterhub.org/viewtopic.php?f=60&t=11235 There is also an addon that might interest you: http://www.otrs.com/feature-add-on/ser...
by Giulio Soleni
28 Jun 2014, 11:26
Forum: Help
Topic: (solved)500 server error after switch to FS
Replies: 9
Views: 5255

Re: 500 server error after switch to FS

As jojo and others suggested it seems a permission problem. Stop all relevant services, rebuild config, cleanup caches and reset permissions as well... Try the following stop-start sequence: Login as root. service otrs stop /opt/otrs/bin/otrs.Scheduler.pl -a stop --force service crond stop service h...
by Giulio Soleni
28 Jun 2014, 11:12
Forum: Help
Topic: Scheduler not running after migration to Linux
Replies: 10
Views: 4421

Re: Scheduler not running after migration to Linux

Hi,
as per viewtopic.php?f=62&t=17742 it might be an issue due to multiple scheduler process records stuck in the database.
Try to stop all OTRS processes and clean up process_id table.

HTH
by Giulio Soleni
26 Jun 2014, 12:54
Forum: General
Topic: Loop on ticket note.
Replies: 1
Views: 634

Re: Loop on ticket note.

retrieving a copy of /opt/otrs/var/cron/scheduler_watchdog.dist is not a problem ... you may get it directly from git https://github.com/OTRS/otrs/tree/rel-3_3/var/cron and as you can see the content is really simple (since it is a cron configuration): # check scheduler status */5 * * * * $HOME/bin/...
by Giulio Soleni
26 Jun 2014, 12:31
Forum: Help
Topic: Installation problem OTRS
Replies: 2
Views: 957

Re: Installation problem OTRS

That's not an OTRS problem ... you should configure PPM to run with a proxy. Did you check this ? https://community.activestate.com/forum-topic/using-ppm-thru-proxy ... pretty old but still valid I think. On the other hand, you might also consider to use a Linux system where perl is shipped directly...
by Giulio Soleni
20 Jun 2014, 22:19
Forum: Come devo fare
Topic: OTRS fetch mail
Replies: 6
Views: 67632

Re: OTRS fetch mail

Buon per te se non hai mai dovuto riavviare il servizio otrs :D ... scherzi a parte, OTRS è piuttosto robusto ma a volte un riavvio è necessario, anche solo per fare un po' di pulizia delle cache. In CentOS (in altre distribuzioni Linux le cose possono variare un pochino) il riavvio del servizio otr...
by Giulio Soleni
20 Jun 2014, 22:05
Forum: Help
Topic: ACL - Tickets are still shown when they shouldnt be
Replies: 5
Views: 2474

Re: ACL - Tickets are still shown when they shouldnt be

Hi,
I am sorry but... why using a complex ACL instead of assigning your agents the correct rights to access your queues through Agents <-> Groups permissions matrix??
by Giulio Soleni
19 Jun 2014, 17:55
Forum: Help
Topic: pending time left, visible by customers.
Replies: 0
Views: 535

pending time left, visible by customers.

Hi, when an agent set a pending auto state for a ticket the elapsed time before ticket change its state is clearly visible on the "AgentTicketZoom" console inside the box Ticket Information. Is there a way to show the same information on the Customer console also? ... I did not find the wa...
by Giulio Soleni
19 Jun 2014, 17:37
Forum: Come devo fare
Topic: OTRS fetch mail
Replies: 6
Views: 67632

Re: OTRS fetch mail

Se sei su linux entri con utenza root e poi: crontab -e -u otrs se ti da una lista di editor seleziona quello più congeniale e poi aggiungi la riga: */5 * * * * /opt/otrs/bin/otrs.PostMasterMailbox.pl >> /dev/null Dove il 5 è il numero di minuti tra uno scarico e l'altro. PS: ovviamente se l'instal...
by Giulio Soleni
16 Jun 2014, 09:26
Forum: General
Topic: OTRS login not working after installation
Replies: 27
Views: 11891

Re: OTRS login not working after installation

Please stop everything, restart, try to login again with root@localhost then please post the information you see in the logs (otrs, apache, mysql logs) To have a clean stop and start, please run the following: login to your system as root... service otrs stop /opt/otrs/bin/otrs.Scheduler.pl -a stop ...
by Giulio Soleni
14 Jun 2014, 23:23
Forum: General
Topic: HOW REJECT MAIL WITH SUBJECT IN WHITE
Replies: 6
Views: 2316

Re: HOW REJECT MAIL WITH SUBJECT IN WHITE

Hi,
honestly I have never used SysConfig Postmaster Filters and I do not know if NewTicketReject module could work for your purposes... just give it a try...
by Giulio Soleni
11 Jun 2014, 17:06
Forum: Help
Topic: service not working
Replies: 8
Views: 3306

Re: service not working

Thanks. That makes more sense. I'm having a little issue with it though. I thought like you said that the operational state was tied to linked to a configitem. so i went and set the item state to incident and it still shows operational? any ideas? The Deployment State of the CI you defined should b...
by Giulio Soleni
11 Jun 2014, 15:16
Forum: General
Topic: OTRS login not working after installation
Replies: 27
Views: 11891

Re: OTRS login not working after installation

...wait... 1 step back. Did you succesfully complete the post installation configuration? http://your.otrs.system/otrs/installer.pl In case I think you may try to 1. provisionally disable secure mode (in Config.pm) $Self->{SecureMode} = '0'; 2. clean up otrs db... if you have MYSQL for example: # MY...
by Giulio Soleni
11 Jun 2014, 14:47
Forum: Help
Topic: service not working
Replies: 8
Views: 3306

Re: service not working

I guess i'm not understanding what services are for. The way i understand it is that when a ticket is created the service it is related to should be able to be selected regardless of the user. what is the purpose of the service if i have to assign every user to it? You should not think at tickets a...
by Giulio Soleni
10 Jun 2014, 12:46
Forum: General
Topic: HOW REJECT MAIL WITH SUBJECT IN WHITE
Replies: 6
Views: 2316

Re: HOW REJECT MAIL WITH SUBJECT IN WHITE

use Postmaster Filter: select all emails with Condition: Header 1: Subject Negate [x] Value 1: .+ Set Email Headers Header 1: X-OTRS-Ignore Value 1: true or else if you would like the sender to receive a notification you may route all incoming emails with a blank subject to the Junk queue Set Email ...
by Giulio Soleni
10 Jun 2014, 12:01
Forum: Help
Topic: [SOLVED] Report to differentiating open tickets mail/phone?
Replies: 9
Views: 5587

Re: Report to differentiating open tickets via email or phon

Hi, I do not think there is an out-of-the-box feature to distinguish tickets created by email from tickets created by the web console. The shortest way imho is to define a dynamic fileld, let say tk_origin like a dropbox with two values 'email' and 'web' (default) and force via Postmaster Filter eve...
by Giulio Soleni
10 Jun 2014, 11:40
Forum: Help
Topic: service not working
Replies: 8
Views: 3306

Re: service not working

Hi,
you need to link customer users to the services you created, otherwise they are useless and cannot be selected either by agents or by customers themselves.

HTH
by Giulio Soleni
31 May 2014, 18:18
Forum: Help
Topic: Criticality not set from Customer web console
Replies: 6
Views: 2189

Re: Criticality not set from Customer web console

I think I have to make a clarification... I am using a test OTRS::ITSM system, with the ITSM bundle package installed. I noticed that on a plain OTRS installation, as soon as you activate the services usage there is no relationship between criticality and services ... so, crythias, you are absolutel...
by Giulio Soleni
30 May 2014, 12:55
Forum: Help
Topic: Services and Queues selection
Replies: 1
Views: 524

Services and Queues selection

Hallo, as far as I understood queues and services should be independent from each other... so, why the dropdown menu for services is NOT populated unless I select a queue before? Is there a way to let the service selection really independent from that of queues? Or is there some other reason that I ...
by Giulio Soleni
30 May 2014, 11:08
Forum: Help
Topic: Criticality not set from Customer web console
Replies: 6
Views: 2189

Re: Criticality not set from Customer web console

You have two separate questions? Please create separate topics. Ok, I am sorry ... I'll open a new topic for my other question... Services apply to customers. There is no way to assign a criticality to a service. I know that services apply to customers, but criticality definitely is an attribute I ...
by Giulio Soleni
29 May 2014, 13:06
Forum: Help
Topic: Criticality not set from Customer web console
Replies: 6
Views: 2189

Re: Criticality not set from Customer web console

Hi crythias, I do not think I may do anything via ACLs... I mean, when an agent creates a phone ticket and selects a service, criticality for that service is assigned to the ticket, and that's correct. Why should not be the same for the customer? If the customer select a service and to that service ...
by Giulio Soleni
26 May 2014, 15:34
Forum: Help
Topic: Help, open and close ticket is very slow.
Replies: 18
Views: 10426

Re: Help, open and close ticket is very slow.

is your database MySQL with InnoDB engine? I noticed a small performance inproovement when setting innodb_flush_log_at_trx_commit = 2 on /etc/my.cnf The drawback of this setting is to allow a few seconds of data loss in case of power failure... If you are not so concerned with that, you may try to s...
by Giulio Soleni
26 May 2014, 14:59
Forum: Help
Topic: Criticality not set from Customer web console
Replies: 6
Views: 2189

Criticality not set from Customer web console

Hi, I was browsing the forum to search for a solution for my issue but I did not find any... The fact: when I create a ticket and I select a service from the customer web console, criticality related to that service is not applied to the ticket. The same did not occur if I open a phone ticket from t...
by Giulio Soleni
17 May 2014, 18:29
Forum: Help
Topic: mod_perl usage and apache2-perl-startup.pl customization
Replies: 2
Views: 2105

Re: mod_perl usage and apache2-perl-startup.pl customization

Hi crythias, thank you for your quick reply. All my uncertainty comes from these pretty old post installation procedures: http://wiki.otterhub.org/index.php?title=Post_install_Support_Assessment_steps that are still valid for MySQL but maybe are not so updated for Apache. I'd consider uncommenting t...
by Giulio Soleni
17 May 2014, 13:17
Forum: Help
Topic: mod_perl usage and apache2-perl-startup.pl customization
Replies: 2
Views: 2105

mod_perl usage and apache2-perl-startup.pl customization

Hallo, I would like to know if, right after a fresh installation of last version of OTRS and having installed all the required perl modules, I should edit apache2-perl-startup.pl file to have mod_perl really work. I already asked one year ago a similar question here http://forums.otterhub.org/viewto...