Znuny and ((OTRS)) Community Edition

wheelshot

Hi guys, I wanna define an email template to forward a ticket to another system out of our office that I can have access so im bound to use emails to send them tickets wrongly sent to us. Is it possible to define somewhere the "to:" address in some templates, text modules or something else...

wheelshot

Bonjour, Ou créer une tâche via le "Generic Agent". Lorsqu'un ticket est créé dans la file X, alors mettre le owner à Y Cordialement André Comme il dit. Par contre, je ne recommande pas ce fonctionnement à cause d'un tas de risque que les demandes tombent "entre 2 chaises" (Exem...

wheelshot

Ne serais-ce pas plus simple pour ce genre de cas, de simplement donné un accès spécial à l'interface agent? Plus de contrôle sur les droits et moins d'impact de tes modifications sur l'ensemble de ta clientèle pour un seul cas atypique.

My 2 cents

wheelshot

Bonjour,

C'est faisable en utilisant un automate générique (GenericAgent) via le menu Admin (voir l'encadre du bas 2e colonne). C'est assez simple à configurer, mais si tu as des questions, n'hésite pas.

wheelshot

Salut,

Tu as ta réponse sur ton autre post ici: viewtopic.php?f=62&t=30855

wheelshot

I like it! Thanks for your suggestion again.

wheelshot

Or split the ticket for the subtasks. I might end recommend that way of working, but what is hard that way is that I cant "control" agents behaviour to split the ticket VS using configs or acls to fix the ticket process. I'll continue my search of OTRS wisdom :) Thanks for your feedback C...

wheelshot

You could either define a custom pending state that doesn't re-open on notes, or you could use a dynamic field to let your agents plan certain dates. And yes, we let our customers close, but they rarely do it :( I though of that, but creating too many states will make my agents be confused over too...

wheelshot

Hi guys, We're planning to put OTRS in production over here and here's something we're not sure on how to implement and I'd like to get some cue on how you guys handle it on your side. Do you guys let the customers closing their tickets by themselves? If so, how do you proceed? At the moment, we're ...

wheelshot

Have a look at that: viewtopic.php?f=53&t=30044

Not sure it applies to your otrs version though but it shouldnt be too far from it.

wheelshot

Hi guys, I was wondering how you guys were dealing with the helpdesk OTRS being a critical business function that needs to work nearly all the time? Are you guys working with load balancing OTRS (if so, how?), backup restore asap, other method? In here, we're working like this for now cause we're ju...

wheelshot

Would never have been able to guess this. The forum assumes vanilla installs unless otherwise specified. Anyone else who doesn't have this add-on and doesn't want to add third party add-ons might consider Generic Agent event trigger Ticket Create Match Service Set Queue. Indeed but I have to admit ...

wheelshot

Hi guys, We've linked our services to specific queue. We've stripped from the customers UI the queue selection and only displaying the services he can pick. So here's my problem: When im on the agent side, when I pick a service that is linked to a specific queue, the queue is updated accordingly in ...

wheelshot

Its now working with the cache deleted!

Thanks! Im having another issue but i'll create another post.

wheelshot

jojo wrote:please also delete OTRS caches

Using $HOME/bin/otrs.DeleteCache.pl right? Havent played with those scripts a lot since we started using OTRS. Thanks again will try it in a few.

wheelshot

jojo wrote:switch off customer group support

Did that and flushed my browser'S cache and this had no effects on the number of tickets displayed to the customer.

wheelshot

Hi, Im in a permissions struggle and im sure my comprehension is messed up about how OTRS handle it. Lets say I have this kind of queues architecture IT front helpdesk -- Servers ---- dns ---- dhcp ---- ... -- Security -- Networking ---- wifi ---- ipphones ---- ... -- ... So we created agent groups ...

wheelshot

Thanks! Will do!

wheelshot

Hi, Is there a way in the ticket queue view to show queues even if they dont have tickets in it? Searched in the config and the forum and havent been able to get a cue about it. I know we could use the reporting to get that information, but the OTRS reporting is kinda "raw" for managers an...

wheelshot

I personally don't have a fully fleshed out idea, but this is what I am thinking : Add a new state for the CI: borrowed/lent/out, and make a ticket with a pending reminder in a borrowed queue for return date. Now that I think about this, I might have a personal use for a queue dedicated to schedule...

wheelshot

Bump. Any ideas? Thanks for the help

wheelshot

(SOLUTION) Found a way using the addon ITSM-CIAttributeCollection: http://www.cape-it.de/en/download/free- ... dules.html

wheelshot

Hi,

Is it possible to Import and Export the ConfigItem links as well as the CI itself using the Import/Export templates?

If not, is it possible to add a ConfigItem Class as another CI field? Like I can do with a customer or a general catalog type?

Thanks for the help!

wheelshot

You need to go in the SysConfig and go in Ticket and find Frontend::Agend::Dashboard. Now you need to add your field in the wanted modules and dont forget to add the "DynamicField_" prefix before your field name.

Is that what you were looking for?

wheelshot

Thanks guys! I'll do it by code then.

wheelshot

Bump! Im sure it aint that much to fix but I just cant find it over the web or in the config and of course, i'd like not to fix it with coding...

wheelshot

Thanks for sharing the solution and welcome in the community

wheelshot

Made some more research and cant figure a way to do it without code

Anyone else has any tips about that?

wheelshot

Care to share your solution with the community please? Thanks

wheelshot

I got the same problem. From what I could see its that the <snip> at the end could be missing a closing / or something like that but im no coding guru

Help will be welcome!

wheelshot

Hi, I've read some posts in here (and this one also: http://forums.otterhub.org/viewtopic.php?f=62&t=22523 ) but my questionning aint same one. Is there a way to add more custom fields filter in the "<All>" classes scope? Im able to add custom fields for a specific class search (using ...

wheelshot

Do you have any errors in the system logs? Can you add a screenshot so we can understand better whats the actual error? Thanks

wheelshot

I would definatly not use free text but use specific fields with some of them as mandatory. You can use the Dynamic fields approach depending of the selected service by the customer or something like that. This is more of an ergonomic approach from my perspective and easier for the customer and you ...

wheelshot

Hi, I browsed for quite some time now the forum and config and havent found a place where I could tweak the number of characters displayed for the queue name in ticket listings like in Ticket / Queue view. Is there a way modify that without programming anything in a .pl? I added a screenshot of the ...

wheelshot

Here's a thought. Tell me what you think. two states: RepeatOn, RepeatWaiting so a ticket is in RepeatWaiting until triggered by GenericAgent, which changes RepeatWaiting to RepeatOn, which is captured by Notification (Event) and sends the message, then generic Agent changes any RepeatOn to RepeatW...

wheelshot

Thanks for the info!

Have a good day

wheelshot

Worked for us.

Thanks for the fix

wheelshot

Hi,

Anyone know when Kix will be updated for OTRS v4?

Thanks!

Znuny and ((OTRS)) Community Edition

Search found 188 matches

Forward template with specific email address

Re: AFFECTATION D'UN OWNER A UNE FILE

Re: customer.pl

Re: Déplacement d'un nouveau ticket vers une autre file

Re: Différence entre Client et Utilisateur Client

Re: Handling customer self closing tickets

Re: Handling customer self closing tickets

Re: Handling customer self closing tickets

Handling customer self closing tickets

Re: Adding DynamicField on Dashboard

How do you work with OTRS as critical service in your business?

Re: (SOLVED) Services linked to queue

(SOLVED) Services linked to queue

Re: Customer access to his own tickets

Re: Customer access to his own tickets

Re: Customer acces to his own tickets

(SOLVED) Customer access to his own tickets

Re: Queue view - Show them even with no ticket

(SOLVED)Queue view - Show them even with no ticket

Re: ITSM Config Item search new field filter

Re: ITSM Config Item search new field filter

Re: Import / Export with CI link

Import / Export with CI link

Re: Dynamic field on the dashboard

Re: Queue name length in ticket lists

Re: Queue name length in ticket lists

Re: Making skin for 4.0.10?

Re: Queue name length in ticket lists

Re: Hierarchical Dynamic Feild

Re: Is it possible to send agent notification with rich content?

ITSM Config Item search new field filter

Re: Custom Notification Not Applied

Re: How to set default text in the Customer Interface (New Ticket)?

Queue name length in ticket lists

Re: Can OTRS create a new ticket by itself?

Re: Kix for OTRS4

Re: CMDB $(...).tabs is not a function

Kix for OTRS4