Search found 188 matches

by wheelshot
20 May 2016, 14:36
Forum: General
Topic: (SOLVED) Helpdesk monitors
Replies: 7
Views: 2113

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.
by wheelshot
17 May 2016, 15:53
Forum: General
Topic: Business Solution License Question
Replies: 5
Views: 1878

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.
by wheelshot
16 May 2016, 20:14
Forum: General
Topic: Hide email history in custom reply
Replies: 8
Views: 3535

Re: Hide email history in custom reply

Try to update Ticket::Frontend::ResponseFormat in Ticket Core::Ticket in SysConfig. Havent tried it thought.
by wheelshot
13 May 2016, 17:28
Forum: Help
Topic: Postmaster filter matching field value from email
Replies: 4
Views: 1549

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?
by wheelshot
13 May 2016, 17:11
Forum: Help
Topic: Postmaster filter matching field value from email
Replies: 4
Views: 1549

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...
by wheelshot
13 May 2016, 14:32
Forum: Help
Topic: Postmaster filter matching field value from email
Replies: 4
Views: 1549

Re: Postmaster filter matching field value from email

reneeb wrote:Remove the leading and trailing "/" in the filter
Tried it but not working still.

Could it be cause of the \t and the text that is submitted and the email received is being converted from tab to spaces?
by wheelshot
12 May 2016, 22:42
Forum: Help
Topic: Postmaster filter matching field value from email
Replies: 4
Views: 1549

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...
by wheelshot
12 May 2016, 19:56
Forum: General
Topic: Using links (urls) in article text: Javascript doesn´t work
Replies: 1
Views: 1001

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/
by wheelshot
12 May 2016, 19:36
Forum: Help
Topic: Difference between link and merge
Replies: 2
Views: 1146

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.
by wheelshot
11 May 2016, 14:16
Forum: General
Topic: (SOLVED) Helpdesk monitors
Replies: 7
Views: 2113

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....
by wheelshot
10 May 2016, 19:35
Forum: General
Topic: (SOLVED) Helpdesk monitors
Replies: 7
Views: 2113

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...
by wheelshot
10 May 2016, 19:26
Forum: General
Topic: (SOLVED) Helpdesk monitors
Replies: 7
Views: 2113

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....
by wheelshot
09 May 2016, 21:29
Forum: General
Topic: (SOLVED) Helpdesk monitors
Replies: 7
Views: 2113

(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...
by wheelshot
09 May 2016, 20:57
Forum: Help
Topic: Unit time/Accounted time
Replies: 3
Views: 2076

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:...
by wheelshot
09 May 2016, 16:08
Forum: Help
Topic: Default selected Service
Replies: 0
Views: 1100

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
by wheelshot
09 May 2016, 15:06
Forum: Help
Topic: Unit time/Accounted time
Replies: 3
Views: 2076

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.
by wheelshot
06 May 2016, 14:53
Forum: Help
Topic: How to hide queue for customers
Replies: 5
Views: 5001

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...
by wheelshot
04 May 2016, 20:44
Forum: Général
Topic: POP3: Can't connect to pop.gmail.com
Replies: 3
Views: 41421

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?
by wheelshot
03 May 2016, 17:08
Forum: Help
Topic: URL with post/get parameters
Replies: 0
Views: 803

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 ...
by wheelshot
03 May 2016, 17:01
Forum: Général
Topic: POP3: Can't connect to pop.gmail.com
Replies: 3
Views: 41421

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.
by wheelshot
03 May 2016, 14:57
Forum: Help
Topic: Process management using OTRS_Customer_Data?
Replies: 0
Views: 806

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...
by wheelshot
03 May 2016, 14:47
Forum: Help
Topic: Understanding the GenericAgent priorities
Replies: 6
Views: 2533

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...
by wheelshot
02 May 2016, 14:57
Forum: Help
Topic: Understanding the GenericAgent priorities
Replies: 6
Views: 2533

Re: Understanding the GenericAgent priorities

Bump :) Thanks!
by wheelshot
07 Apr 2016, 19:35
Forum: Help
Topic: CMDB dates that generate tickets/notifications/events
Replies: 2
Views: 1470

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...
by wheelshot
07 Apr 2016, 19:33
Forum: Help
Topic: ACL x Dynamic fields
Replies: 12
Views: 4894

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?
by wheelshot
07 Apr 2016, 16:58
Forum: Help
Topic: ACL x Dynamic fields
Replies: 12
Views: 4894

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.
by wheelshot
07 Apr 2016, 15:49
Forum: Help
Topic: ACL x Dynamic fields
Replies: 12
Views: 4894

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.
by wheelshot
07 Apr 2016, 15:43
Forum: Help
Topic: FollowUp not changing state
Replies: 3
Views: 1242

Re: FollowUp not changing state

Do you have any special Postmaster filter enabled? Some GenericAgents enabled?
by wheelshot
07 Apr 2016, 15:23
Forum: Help
Topic: ACL x Dynamic fields
Replies: 12
Views: 4894

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.
by wheelshot
05 Apr 2016, 20:28
Forum: Help
Topic: Understanding the GenericAgent priorities
Replies: 6
Views: 2533

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...
by wheelshot
05 Apr 2016, 19:33
Forum: Help
Topic: Notifications to customers for merged tickets
Replies: 3
Views: 1476

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.
by wheelshot
05 Apr 2016, 14:34
Forum: Help
Topic: Notifications to customers for merged tickets
Replies: 3
Views: 1476

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.
by wheelshot
04 Apr 2016, 20:07
Forum: Help
Topic: CMDB dates that generate tickets/notifications/events
Replies: 2
Views: 1470

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 ...
by wheelshot
04 Apr 2016, 17:57
Forum: Help
Topic: Link Queues and Services
Replies: 6
Views: 3372

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.
by wheelshot
04 Apr 2016, 17:53
Forum: General
Topic: (SOLVED) Recommandation on a use case VS OTRS
Replies: 5
Views: 2487

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.
by wheelshot
22 Mar 2016, 17:02
Forum: Général
Topic: Transfert de mail
Replies: 1
Views: 40317

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...
by wheelshot
15 Mar 2016, 17:57
Forum: Help
Topic: Understanding escalating
Replies: 5
Views: 2752

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!
by wheelshot
15 Mar 2016, 17:56
Forum: General
Topic: (SOLVED) Recommandation on a use case VS OTRS
Replies: 5
Views: 2487

Re: Recommandation on a use case VS OTRS

I found a solution to that using Process Management (from KIX4OTRS) and ACLs on customer side.
by wheelshot
07 Mar 2016, 16:55
Forum: Général
Topic: Configuration du tableau de bord
Replies: 3
Views: 40863

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.
by wheelshot
07 Mar 2016, 16:50
Forum: Général
Topic: Modification de l'URL
Replies: 3
Views: 40661

Re: Modification de l'URL

Minus wrote:Bonjour

Pour le moment je n'ai rien modifié de ce coté la
Fais nous signe si cela corrige ton problème
by wheelshot
02 Mar 2016, 16:32
Forum: Général
Topic: Configuration du tableau de bord
Replies: 3
Views: 40863

Re: Configuration du tableau de bord

Bonjour,

Quel est le groupe attribué à ta file postmaster?
by wheelshot
02 Mar 2016, 16:30
Forum: Général
Topic: Modification de l'URL
Replies: 3
Views: 40661

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.
by wheelshot
02 Mar 2016, 16:28
Forum: Général
Topic: Gérer les échanges entre deux OTRS
Replies: 2
Views: 40734

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...
by wheelshot
29 Feb 2016, 16:13
Forum: Help
Topic: Understanding escalating
Replies: 5
Views: 2752

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
by wheelshot
22 Feb 2016, 23:57
Forum: General
Topic: (SOLVED) Recommandation on a use case VS OTRS
Replies: 5
Views: 2487

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...
by wheelshot
19 Feb 2016, 17:43
Forum: General
Topic: (SOLVED) Recommandation on a use case VS OTRS
Replies: 5
Views: 2487

(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...
by wheelshot
19 Feb 2016, 16:54
Forum: Help
Topic: Reports of tickets linked to certain CI in CMDB
Replies: 2
Views: 721

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!
by wheelshot
18 Feb 2016, 16:03
Forum: Help
Topic: (SOLVED) Default time lapse for pending date
Replies: 2
Views: 1067

Re: Default time lapse for pending date

EXG133 wrote:Search for PendingDiffTime in Sysconfig
Working good :) Thanks!