Search found 10119 matches
- 02 May 2020, 06:32
- Forum: Help
- Topic: How to configure SSO correctly in Config.pm
- Replies: 4
- Views: 1808
Re: How to configure SSO correctly in Config.pm
Note also that the site has to be in Internet Options, Local Intranet in order to pass credentials to the site.
- 29 Apr 2020, 21:41
- Forum: Help
- Topic: [Solved] OTRS 6 and Windows AD 2019
- Replies: 4
- Views: 2009
- 27 Apr 2020, 00:27
- Forum: Help
- Topic: automatically close ticket
- Replies: 5
- Views: 1759
Re: automatically close ticket
Really? Version 3.x? I'd strongly suggest upgrading. The gist of the URL adds all the fields to be filled. If you know the StateID of your closed state, you can append that on the URL. http://OTRS.DOMAIN/otrs/index.pl?ChallengeToken=redacted&Action=AgentTicketCompose&TicketID=3&ArticleID...
- 26 Apr 2020, 23:44
- Forum: Help
- Topic: New queue no showing in To: field
- Replies: 12
- Views: 2963
Re: New queue no showing in To: field
The Queue is a member of a Group
If the CustomerGroupAlwaysGroups doesn't have that group then it won't show.
Or take a look at this ancient thread.
If the CustomerGroupAlwaysGroups doesn't have that group then it won't show.
Or take a look at this ancient thread.
- 26 Apr 2020, 23:34
- Forum: Help
- Topic: Owner is assigned clicking Queue by mistake
- Replies: 4
- Views: 1476
Re: Owner is assigned clicking Queue by mistake
You might turn RequiredLock
Edit Config Settings in Ticket → Frontend::Agent::Ticket::ViewMove
Ticket::Frontend::AgentTicketMove###RequiredLock
Set to No
Edit Config Settings in Ticket → Frontend::Agent::Ticket::ViewMove
Ticket::Frontend::AgentTicketMove###RequiredLock
Set to No
- 26 Apr 2020, 20:53
- Forum: Help
- Topic: Discuss implementation of DUO MFA HowTo
- Replies: 1
- Views: 1768
Discuss implementation of DUO MFA HowTo
Discussion questions regarding https://forums.otterhub.org/viewtopic.php?f=60&t=41681 Does it work for you? It's going to make every agent use DUO if you use it. But don't try it in production without having a backup copy of that System/Web/InterfaceAgent.pm file. I don't know if it's secure *en...
- 26 Apr 2020, 20:49
- Forum: Howtos
- Topic: How to add DUO authentication to OTRS
- Replies: 0
- Views: 6528
How to add DUO authentication to OTRS
Please note, this is cheating (a bit) and may not necessarily look clean, etc. This is a first draft and may not be what you consider "done enough" but it gets the job done. https://duo.com/docs/duoweb is important to follow. add the perl Duo/Web.pm folder to Kernel/System as Kernel/System...
- 25 Mar 2020, 06:27
- Forum: Howtos
- Topic: Color a (Customer) field red
- Replies: 0
- Views: 5603
Color a (Customer) field red
What this solves: Adding a field to Customer Company and coloring it red. Why? I needed an alert field for certain customers. The first part: alter table customer_company to add the field I needed. Up to you to do this. Backup, test, your data is your responsibility, but alter table customer_company...
- 05 Mar 2020, 06:15
- Forum: Help
- Topic: Customer User cannot receive Email Notification
- Replies: 1
- Views: 1009
Re: Customer User cannot receive Email Notification
I would like to make sure customer user could receive Email Notification when any state ,responsible, article and dynamic field are updated. Why? Why do you want to spam your customer on concepts that don't involve the customer? If you physically changed the location you filed his paperwork, would ...
- 21 Nov 2019, 19:14
- Forum: General
- Topic: Customer View
- Replies: 1
- Views: 1749
Re: Customer View
This is "Company Tickets". https://forums.otterhub.org/viewtopic.php?f=60&t=7531 Basically, customers with the same customer_id (like company) can see all of the tickets for that customer_id in the "Company Tickets" interface. To filter that, create a group and apply it to th...
- 19 Oct 2019, 17:04
- Forum: Help
- Topic: Assign the service automatically
- Replies: 7
- Views: 2546
Re: Assign the service automatically
Postmaster filter or generic agent.
- 19 Oct 2019, 17:02
- Forum: Help
- Topic: Re send ticket with attached to an email account
- Replies: 1
- Views: 1586
Re: Re send ticket with attached to an email account
With the attachment? You might want to filter at the email and distribution list it.
You could, also, use a notification event, but I don't think it will send the attachment with the email.
You could, also, use a notification event, but I don't think it will send the attachment with the email.
- 19 Oct 2019, 16:58
- Forum: General
- Topic: Exchange Online / O365 : End of support for POP/IMAP
- Replies: 31
- Views: 21817
Re: Exchange Online / O365 : End of support for POP/IMAP
This is correct. Once you go procmail you probably won't even think about pop/imap. It's really easy to create an Office365 connector/rule that relays to your OTRS deployment as a smarthost. Plus you get instant tickets.
- 19 Oct 2019, 16:53
- Forum: Help
- Topic: AutoChange Status by owner
- Replies: 5
- Views: 2512
Re: AutoChange Status by owner
Add a Generic Agent. Give it a Job Name Optional: schedule it with Automatic execution (cleanup multiple tickets) or use Event based execution (instant/one ticket) Automatic execution - select all the times and days. Event based - Ticket OwnerUpdate Select tickets where the Owner is Admin OTRS and t...
- 16 Oct 2019, 19:24
- Forum: Help
- Topic: AutoChange Status by owner
- Replies: 5
- Views: 2512
Re: AutoChange Status by owner
Just as an aside, I have a scheduled Generic Agent that checks every 10 minutes if a non-closed ticket has an owner of Admin Root (Unassigned) and sets the state to New and the ticket to unlock so if someone wants to "release" the ticket, they don't really have to do much besides change th...
- 16 Oct 2019, 19:19
- Forum: General
- Topic: Send notification after Activity Dialog
- Replies: 3
- Views: 2630
Re: Send notification after Activity Dialog
Approval would usually update a DynamicField.
*Event TicketDynamicFieldUpdate_xxxx
Dynamic Fields
xxxx [Trigger value]
*Event TicketDynamicFieldUpdate_xxxx
Dynamic Fields
xxxx [Trigger value]
- 14 Oct 2019, 15:07
- Forum: General
- Topic: process ticket
- Replies: 3
- Views: 2474
Re: process ticket
In GenericAgent can I create more than one job whereby all the jobs will automate different processes? One ticket = One Process. Although a single process ticket can spawn additional tickets/process/jobs. https://forums.otterhub.org/viewtopic.php?t=26905 https://forums.otterhub.org/viewtopic.php?t=...
- 13 Oct 2019, 22:48
- Forum: General
- Topic: Two email adress in one email to OTRS.
- Replies: 1
- Views: 1598
Re: Two email adress in one email to OTRS.
What would you want the proper operation to be? If you don't want tickets created by sending an email to one@example.com, then it did what it was supposed to do. The ticket is X-OTRS-Ignore -- one email event to rule them all. You might be able to include a negate filter (maybe) and test it for the ...
- 13 Oct 2019, 22:38
- Forum: Help
- Topic: How to reset or remove owner of a OTRS ticket?
- Replies: 7
- Views: 4461
Re: How to reset or remove owner of a OTRS ticket?
A ticket is in a Queue. The Queue is a member of a group. The group consists of Agents (users) that are allowed to work on tickets in that Queue. When the Ticket is locked, only the owner of the ticket (and Responsible and Watchers) will be able to get notifications of correspondence on this ticket....
- 13 Oct 2019, 22:28
- Forum: General
- Topic: Dynamic Field Sublevel many fields issue
- Replies: 3
- Views: 2090
Re: Dynamic Field Sublevel many fields issue
You're asking for help to make a horrible user experience. Click for the first thing. Wait for it to load. Click/drag/find the first entry in hundreds of entries Click it Get the next list/wait for it to load Click/drag/find the next entry in hundreds of entries Click it ... https://forums.otterhub....
- 13 Oct 2019, 05:36
- Forum: General
- Topic: process ticket
- Replies: 3
- Views: 2474
Re: process ticket
If you use the Process ticket enroll feature, the current ticket becomes a process ticket (the ActivityID and ProcessID are appended to the current ticket), which means you lose nothing. If you're mechanically creating a process ticket and linking it to the current ticket, you should be able to push...
- 01 Oct 2019, 21:14
- Forum: Help
- Topic: Notification for Process Management
- Replies: 7
- Views: 3820
Re: Notification for Process Management
Please create a new thread. This one is 3 years old.
- 01 Sep 2019, 20:58
- Forum: General
- Topic: RESOLVED - 6.0.19 => Link via Generic Interface?
- Replies: 9
- Views: 4490
Re: RESOLVED - 6.0.19 => Link via Generic Interface?
We have some tickets that, when received, have to be split into 3-5 additional tickets for different teams, based on field data. I cannot find anything in documentation on linking using the Generic Interface. The only forum note I found is from 2017 and states you have to have the OTRS Business Sol...
- 23 Aug 2019, 20:44
- Forum: Help
- Topic: "Note External" menu for specific group agents...
- Replies: 1
- Views: 1011
Re: "Note External" menu for specific group agents...
Not really "simpler" unless "pay attention to what you're doing" makes sense and default to note internal or external.
- 05 Aug 2019, 21:23
- Forum: General
- Topic: [SOLVED] Prevent reopening of old tickets
- Replies: 12
- Views: 3720
Re: Prevent reopening of old tickets
I think it's either the numeric order in the .xml to register it or the ABC order in general.
- 05 Aug 2019, 00:36
- Forum: Help
- Topic: Customer user does not need to see "company tickets"
- Replies: 1
- Views: 1384
Re: Customer user does not need to see "company tickets"
Enable customer group support and set only the supervisor as members, and the group to the company tickets in System Config.
viewtopic.php?t=7531
viewtopic.php?t=7531
- 05 Aug 2019, 00:31
- Forum: General
- Topic: [SOLVED] Prevent reopening of old tickets
- Replies: 12
- Views: 3720
Re: Prevent reopening of old tickets
Simpler? I'm not sure what queue moves mean to your metrics. You're asking if it's simpler for database queries to be done for (an old) ticket before (during) processing of an incoming update to a ticket, rather than archive a ticket. No, you'd have to program it. Or react to it via Generic Agent, s...
Re: 24h email
Alternatively (?) a queue that holds after hours new tickets with the appropriate notification.
Untested. Postmaster Filter may be necessary.
Untested. Postmaster Filter may be necessary.
- 31 Jul 2019, 16:01
- Forum: Help
- Topic: different customer_ID
- Replies: 2
- Views: 2681
Re: different customer_ID
Hi :) Take a look at this: viewtopic.php?f=60&t=7531
- 31 Jul 2019, 15:59
- Forum: Help
- Topic: Email Weirdness
- Replies: 8
- Views: 3168
Re: Email Weirdness
Make sure Google is allowing the send from/send as the configured sending user. It may need updated/proper credentials. Or use a different smarthost.
- 31 Jul 2019, 15:50
- Forum: General
- Topic: Allow reopening for a state of type closed
- Replies: 1
- Views: 1494
Re: Allow reopening for a state of type closed
Hint number 1: this functionality is Queue based.
Hint number 2: create a queue that has that functionality and move the ticket to that queue.
Hint number 2: create a queue that has that functionality and move the ticket to that queue.
- 31 Jul 2019, 15:45
- Forum: General
- Topic: Report Format
- Replies: 4
- Views: 2401
Re: Report Format
You'll want the queue, ticket_history_type, user, customer, ticket, ...
This might help: viewtopic.php?f=60&t=40216
But it's a bit more complicated than to expect to be completed in a free forum.
This might help: viewtopic.php?f=60&t=40216
But it's a bit more complicated than to expect to be completed in a free forum.
- 31 Jul 2019, 15:43
- Forum: General
- Topic: Integration OTRS + AD to create users
- Replies: 10
- Views: 4888
Re: Integration OTRS + AD to create users
And if you must build it, you're halfway to data entry directly into AD anyway. The PowerShell interface that puts the data into AD can be fed to OTRS at the same time if you wish... https://docs.microsoft.com/en-us/powershell/module/addsadministration/new-aduser?view=win10-ps In fact, I have creat...
- 30 Jul 2019, 15:20
- Forum: General
- Topic: Report Format
- Replies: 4
- Views: 2401
Re: Report Format
You'd need some moderate to advanced database query skills to convert rows (queue changes) and locked changes to columns. (Do a search for rows to columns) And up to 10 Queues swapping for a ticket? Maybe you're using Queues sub-optimally. The OTRS schema is available at https://ftp.otrs.org/pub/otr...
- 30 Jul 2019, 07:42
- Forum: General
- Topic: [SOLVED] Prevent reopening of old tickets
- Replies: 12
- Views: 3720
Re: Prevent reopening of old tickets
Another option, perhaps: Creating an "Archive" queue.
Generic agent: Ticket closed more than X days ago, move to Archive queue. This queue doesn't allow followup: possible.
Test before production.
Generic agent: Ticket closed more than X days ago, move to Archive queue. This queue doesn't allow followup: possible.
Test before production.
- 30 Jul 2019, 07:36
- Forum: General
- Topic: Integration OTRS + AD to create users
- Replies: 10
- Views: 4888
Re: Integration OTRS + AD to create users
So in this case I am trying to automate the process of creating users in AD through OTRS, so the Analyst doesn't have to go to AD to create them. Because this is a very recurring demand in the company where I work, and sometimes is causing bottlenecks. Therefore, I would like OTRS to take the user ...
- 25 Jul 2019, 21:19
- Forum: General
- Topic: Issue with merge tickets and reporting
- Replies: 3
- Views: 3810
Re: Issue with merge tickets and reporting
You should ignore merged state in your ticket search.
- 25 Jul 2019, 21:17
- Forum: General
- Topic: Integration OTRS + AD to create users
- Replies: 10
- Views: 4888
Re: Integration OTRS + AD to create users
Just a thought: if you have an external (Active Directory) back end, you don't need to "create" users (customers?) and you can map AD Attributes to CustomerUser fields. It works rather seemlessly, almost by default. CustomerGroupsAlwaysGroups is another hint. It's pretty slick with Apache ...
- 30 May 2019, 07:38
- Forum: Help
- Topic: Error: Data was only readable pure-perl YAML module every time trying to deploy any change on SysConfig
- Replies: 6
- Views: 2976
Re: Error: Data was only readable pure-perl YAML module every time trying to deploy any change on SysConfig
Just another bit ... It's likely trying to read a config file that has invalid syntax. make sure you have a backup of your Config Files folder. You may try rebuilding config from command line. If you're sure you've got a good backup and if you're adventurous, find the file that has that information ...
- 29 May 2019, 16:51
- Forum: Help
- Topic: Change Dashboard colour
- Replies: 2
- Views: 1481
Re: Change Dashboard colour
better: create your own .css file and add it in the sysconfig.
- 29 May 2019, 16:43
- Forum: Help
- Topic: Problem with Locked Ticket Follow-Up (message log)
- Replies: 2
- Views: 1171
Re: Problem with Locked Ticket Follow-Up (message log)
I'm not familiar with a "blocked" ticket ... I wonder if there's a setting or add-on that is enabled to prevent followups.
- 29 May 2019, 16:12
- Forum: General
- Topic: The database relation between Dynamic Fields and tickets in OTRS 6
- Replies: 4
- Views: 2900
Re: The database relation between Dynamic Fields and tickets in OTRS 6
otrs-dynamicfield6.png This is from v6 schema png dynamic_field_value.object_id is the ticket id or the article id dynamic_field_value.value_text, value_date or value_int is the value of the field related to the dynamic_field.field_type dynamic_field.name is the shortname/fieldname (DynamicField_na...
- 29 May 2019, 15:51
- Forum: General
- Topic: Two-factor authentication and USB-token
- Replies: 2
- Views: 1851
Re: Two-factor authentication and USB-token
Right now, the built-in 2FA time based OTP is Google Auth.
The Yubico Authenticator app can be used to provide the OTP code while inserted.
Unfortunately, it doesn't currently interact with the USB key's own OTP.
The Yubico Authenticator app can be used to provide the OTP code while inserted.
Unfortunately, it doesn't currently interact with the USB key's own OTP.
- 22 May 2019, 06:34
- Forum: General
- Topic: OTRS update 5 to 6 issue
- Replies: 1
- Views: 2568
Re: OTRS update 5 to 6 issue
I don't have enough information to be able to fix. The short answer appears to be that the column "Subject" is not being filled with a value. The columns that are filled are: name, valid_id, comments, create_by, create_time, change_by, change_time "Subject" is missing, and (appar...
- 13 May 2019, 23:24
- Forum: Help
- Topic: Some Email Addresses Not to Receive Auto Response
- Replies: 2
- Views: 1971
Re: Some Email Addresses Not to Receive Auto Response
Use Postmaster filter and set x-otrs-loop 1
- 13 May 2019, 23:19
- Forum: General
- Topic: solved: Ticket Reply always adds creation timestamp in ticket history
- Replies: 7
- Views: 3824
Re: Ticket Reply always adds creation timestamp in ticket history
oh ... By the way, if you reply to the article, you're going to reply to the timestamp of the article. So, yes, this is the same as if you hit reply on a year-old email. It would say, "On that time, a year ago, the year-old article, written at that date and time, said:" You wouldn't expect...
- 13 May 2019, 15:32
- Forum: General
- Topic: solved: Ticket Reply always adds creation timestamp in ticket history
- Replies: 7
- Views: 3824
Re: Ticket Reply always adds creation timestamp in ticket history
if you feel it's a bug, submit it, but also look to updating to the most recent release of otrs v6 just in case this issue has been reported and repaired.
- 12 May 2019, 17:18
- Forum: Developers
- Topic: [SOLVED] Help to configure development environment in otrs 6.0.15
- Replies: 2
- Views: 3030
Re: Help to configure development environment in otrs 6.0.15
The public facing documentation, along with the code itself, is what is generally available to you. https://doc.otrs.com/doc/manual/developer/6.0/en/html/index.html This forum has some documentation on how to do some things. When you ask about developing your own modules, it really depends on what y...
- 11 May 2019, 07:15
- Forum: Help
- Topic: Process management - How to automically go from one activity to another
- Replies: 1
- Views: 906
Re: Process management - How to automically go from one activity to another
You're not alone!
viewtopic.php?t=30029#p122152
It's kind of old, and may have to be updated a bit
https://github.com/OTRS/otrs/blob/59e79 ... ns.pm#L106
viewtopic.php?t=30029#p122152
It's kind of old, and may have to be updated a bit
https://github.com/OTRS/otrs/blob/59e79 ... ns.pm#L106
- 11 May 2019, 07:08
- Forum: Help
- Topic: XML in otrs 6
- Replies: 5
- Views: 1745
Re: XML in otrs 6
Based upon https://github.com/OTRS/otrs/blob/59e794f5a94d9a5fd5612a461affe6c916fc98ef/Kernel/Config/Files/XML/Ticket.xml#L7506 the top part of your xml file might look like: <?xml version="1.0" encoding="UTF-8"?> <otrs_config init="Application" version="2.0"> ...