Znuny and ((OTRS)) Community Edition

alexus

вы переоцениваете себя Почему Вы так считаете? Я просто написал про наш опыт, и что мы такие задачи ранее решали. И Вы ещё не видели цен на аддоны немецких сторонних разработчиков :) ! недооцениваете мои возможности Из чего это следует? Я же не сказал, что Вы лично сами не справитесь, просто предло...

alexus

Вот наше демо - http://demo.radiantsystem.com
Помочь можем мы в реализации ваших задач, пишите в личку Ваши координаты, свяжемся, обсудим условия. Если же у вас нет бюджета на развитие системы, то бесплатно обучать разработке - это не наш профиль

alexus

У нас большой опыт по реализации HR-процессов на нашем клиентском портале. По вашей задаче - нужен кустом без вариантов

alexus

I guess you need just to change your notification policy.

alexus

In this case you need a small custom development.

alexus

Hi, In OTSR standard setting, the date and time notation in the dynamic field is "yyyy-mm-dd hh:mm:ss", but is there a setting to change this notation? Example) Change to default setting "yyyy-mm-dd hh:mm:ss" ⇒ "yyyy/mm/dd hh:mm" What do you need indeed? "yyyy-mm-d...

alexus

Possible strategy:
1. Upgrade current (old) OTRS to new version according to standard manual
2. Backup the database from updated OTRS
3. Install a new OTRS on new server
4. Restore old updated database from backup on new server

alexus

http://joxi.ru/5mdz1BEHWx8KA1
1. It doesn't work with AD
2. VIP$ - may be extra $ ?

alexus

Gl3d50N wrote:I'm almost giving up, everything seems to be normal, but just don't works.

You should show proof screenshots:
1. Customer with attributes
2. Ticket info with Service, SLA, etc.
3. SLA selection window
4. ACL

alexus

1. otrs/index.pl?Action=AdminCustomerUserService
2. otrs/index.pl?Action=AdminSLA

alexus

Try check Service <-> Customer and Service <-> SLA relations

alexus

I guess you have some attribute for customers which is mapped in dynamic field. And an ACL sets dependencies between SLA and dynamic field. Please check that your customers (from AD and internal DB) have NORMAL-VIP attribute.

alexus

There is no way to calculate Escalation times only by SQL request because in this calculation are used Calendars settings from SysConfig.

alexus

Hi, This issue is not so simple and obvious because tickets have a lot of relations with other objects - articles,agents, customers, queues, services, SLA's etc. Another problem can be caused by storing attachments in the file system. If you have attachments in database, I'd recommend you just to mo...

alexus

Hi Vinesh,

No need to make any changes in the SysConfig because you change just only a part of HTML-template. I still recommend to place custom tt file into Custom folder since you can lose the changes after even minor update. And don't forget to restart Apache after this.

alexus

Hi vines,
How it looks now? Could you please share new screenshot.

alexus

With our add-on you can use time field more "clean". And you can set up limit for amount of ours for 1 operation. Try it here - http://demo.radiantsystem.com

alexus

Hi Vinesh! Take a look at Kernel/Output/HTML/Templates/Standard/AgentTicketZoom.tt [% RenderBlockEnd("SLA") %] </fieldset> <fieldset class="TableLike FixedLabelSmall Narrow"> [% RenderBlockStart("FirstResponseTime") %] <label>[% Translate("First Response Time"...

alexus

Solution time shows real escalation time. You need light custom development to show SLA business time.

alexus

root wrote:Your colleagues could have answered that too
https://otrs.github.io/doc/api/otrs/sta ... ch.pm.html

It sounds sarcastic

alexus

You need custom development

alexus

We have add-on for dashboard analytics - http://demo.radiantsystem.com

alexus

CesarRomario wrote:Hey jojo thanks for the info, So I can be sure that I could have 100k tickets, and all of them would be on my database??

Sorry for ask, I just wanna be sure XD.

Thank You.

We have a customers with more then 1 000 000 tickets. And it works

alexus

I was wondering why in this video https://www.youtube.com/watch?v=PFOkuHxLThE I see that when creating a "service request" it activates a tab "tasks" to the ticket. seems to be a 3rd party module. But you can achive the same via process management within OTRS It's a custom devel...

alexus

You need custom development to get buttons with predefined actions. It could be smh like this:

Screenshot 2016-12-01 22.06.44.png

alexus

The question is it possible to create only RFC/Change request by sending email? (RFC Template already exist). Yes if RFC is a ticket. Is it possible to change RFC state by sending email? Yes if RFC is a ticket. For example, manager have no time to approve RFC via OTRS, it's much easier for him to r...

alexus

You can unlock ticket with GenericAgent event-based task.

alexus

Hi, Nick!

It is not so complicated custom development. It's about 1-3 working hours for creating custom package for you. Which OTRS version do you use? Please feel free to contact me via email or private message.

alexus

root wrote:This could be related to the outdated OTRS version and the up-to-date browser. Do you have the chance to test ist with an newer version? At least the latest Patchlevel 4.0.18?

It appears only in latest version Chrome - 54 even in latest OTRS 5.0.14

alexus

You need custom development. We have a module that recognizes CI name in email body and links discovered CI with a new ticket.

alexus

There's no need to customize Ticket.pm to fix this. I meant exactly "time tracking" but not "fix" See below modified TicketLockSet function with time tracking sub TicketLockSet { my ( $Self, %Param ) = @_; ### RS my $t0 = [gettimeofday]; # lookup! if ( !$Param{LockID} &&...

alexus

As you can see in my system reset unlock time spent less then 1 sec. You need customize Ticket.pm for operation time tracking.

1475922011675.jpg

alexus

It looks strange. "Reset or unlock time" shouldn't be so slow. Check your database slowly

TicketCreate.png

alexus

1. You should analyze ticket history first.
2. Check notifications for ticket create event and check your email server performance
3. Check any errors in otrs and apache logs

alexus

Hello Scott,

If you are still need a solutions for your tasks please contact us via sales@radiantsystem.com. You can visit our free demo - http://demo.radiantsystem.com

alexus

1) Нужно руками жёстко конфиги править 2) /otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Frontend::Agent::ModuleRegistration;SysConfigGroup=Framework;# убрать группу из "Group ro" и проставить группу admin в "Group"(добавить поле ввода плюсиком справа) чтоб...

alexus

It works - http://demo.radiantsystem.com/otrs/inde ... TicketID=1
Login page - http://demo.radiantsystem.com or http://demo.radiantsystem.com/otrs/customer.pl
You can communicate with customer using customer address from original incoming email.

alexus

ThunderFox wrote: While looking up the OTRS data model, I just found out that there is no history of ticket status.

There is no any special "ticket status history". On the other hand if you look closely at the ticket_history table you can find a column STATE_ID. It's not obvious of course but it works.

alexus

You can use ACL for setting Priority-SLA dependencies. As to specific SLA you can get solution via custom reports for specific metric calculation.

alexus

If you have a time machine

. If not, you should update data in database.

alexus

alexus писал(а): If you disable Queues for Customers via Group, customers can't see tickets in the customer portal. Not exactly... they will see the only the tickets for the queues they are enabled. I agree, but customer needs to have a possibility to see ticket across whole lifecycle. I personally...

alexus

In my opinion, it would be better to enable "Customer Users <-> Groups" support and filter the queues on customer interface with permissions on their related groups. It's not a good idea. If you disable Queues for Customers via Group, customers can't see tickets in the customer portal. I ...

alexus

Send us you request and contact data via contact form - http://www.radiantsystem.com

alexus

Try this option:

Code: Select all

 CustomerUserEmailUniqCheck => 0,

alexus

We resolve similar task in two ways: 1. HTML notification + PostMasterFilter for predefined in mailto-links <table align="center" border="0" cellpadding="0" cellspacing="0" width="100%"> <tbody> <tr> <td style="font-size: 0;line-height: 0;"...

alexus

wurzel wrote:you want to share your development? This would be nice as this is a open source community.

We will share this add one in 3-4 weeks.

alexus

reneeb wrote:you could port http://opar.perl-services.de/package/Z/ ... ionSuspend

We have already done it for OTSR 4. It works incorrectly when counting a factual time of escalation stopping.
We decided not to waste time for trying the second one

We developed our own module.

alexus

Which one is the parent?
May be you have some specific ACL or custom for Parent/child tickets?

alexus

What type of link is established between the tickets?
I'd recommend you to remove the link between them and check the issue.

alexus

Hello,

External Ticket Recognition doesn't block email but just checks it for external ticket number. If you need to check external ticket number you can try to use regexp for From field or use separate pre filters.

Search found 380 matches