Znuny and ((OTRS)) Community Edition

dileep0358

dear team,

I am using OTRS 3.1.10 and want to move more than 1 ticket in one go.
please explain to do this .

Regards,
dileep kumar singh

dileep0358

dear team, i am using OTRS 3.1.10 i want to import the data of a dynamic field text to textarea(new feature of OTRS), how can i do this ? (import freetext "text"(OTRS 2.4.7) into dynamic field "textarea" (OTRS 3.1.10)) Regards, dileep kumar singh

dileep0358

dear team,

please tell me the configuration setting or any new development to open attachment in reply mode.

Regards,
dileep singh

dileep0358

dear community,

i found the solution....

regards,
dileep singh

dileep0358

dear community,

I want to use Fckeditor 2.4.6.1 in otrs 3.1.7, how i can do this please suggest.

Regards,
Dileep Kumar Singh

dileep0358

dear community, when i am sending a mail into otrs i am getting acknowledgement and notification (when ticket comes into my queues). notification is in some coded form, please see below- This is a multi-part message in MIME format... ------------=_1346990157-23292-18 Content-Type: text/plain; charse...

dileep0358

dear community, i am using otrs 3.1.7, when i am copying grid data into ckeditor font and grid disappears only plain text appears. in otrs 2.4.7, it was working fine, please suggest the possible solution. can i replace ckeditor with fckeditor in otrs 3.1.7 ? regards, dileep kumar singh

dileep0358

dear sir, i am getting ticket no 7 digit and 8 digit, why it is not unique...... Ticked Created: 07/18/2012 09:56 has ticket number TT#10250295 (8 digit) Ticked Created: 08/20/2012 14:27 has ticket number TT#1073261(7 digit) Ticked Created: 08/21/2012 00:21 has ticket number TT#10139912(8 digit) reg...

dileep0358

dear community,

i am using OTRS 3.1.7 and i want ro display free text value in ticket information area.
how we can do this, any suggestion !!!!

regards,
dileep kumar singh

dileep0358

hello All,

My name is dileep kumar singh, i have 1 year experience on otrs customisation as well as technical support.
you can contact me for otrs implementation and customisation.

regards,
dileep kumar singh
Email-id - dileep0358@gmail.com
contact info - +91-9311849978

dileep0358

ok

have you anr idea about changes in programming to do this activity.

dileep0358

dear community, The Follow-up option is configurable in the Queue Management as new/possible/reject. Can we set a maximum time (work? absolute? hours) in which a follow-up can be done. After that time period a new ticket is created or ticket is rejected. Now we get followups which should be new tick...

dileep0358

i am migrating otrs 2.4.7 to 2.4.12, and getting following error-\ Module: scripts/DBUpdate-to-2.4.pl (v1.8.2.1) Line: 101 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 622, <DATA> line 225. DBD::mysql::st execute failed: Unknown column 'state_...

dileep0358

yes, i followed all the steps.

I migrated 2.4.7 to 3.0.1 then 3.0.1 to 3.1.5
you mean that i should migrate 3.0.1 to 3.1.7 ?

dileep0358

bug1.png

dear community,
i have migrated otrs 2.4.7 to otrs 3.1.5 and getting following error when i am clicking on empty answer after locking a ticket.

dileep0358

thanks for the reply......
what about this error

Code: Select all

DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 478.

dileep0358

dear community, when i am migrating otrs from 3.0.1 to 3.1.5 i am getting following error- Step 6 of 24: Migrate article free fields to dynamic fields... DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 478. >> Can't write /var/log/otrs.log.2012-6: Permissio...

dileep0358

dear community, if we send a mail to otrs an acknowledgement comes to the sender. i want to restrict this acknowledgement for a particular sender with some criteria in subjet and mail id. how we can do this? regards, dileep kumar singh

dileep0358

dear community, in otrs 2.4.7 i am using ACL Properties, which is as follows- # ---------------------------------------------------- # $Self->{TicketAcl}->{"ACL-Name-1"} = { # match properties Properties => { #current ticket match properties Ticket => { Queue => ['MySpace'], } }, #return p...

dileep0358

dear community,

i read the manual which helped me to do the development and i got the solution.

thanks,
dileep kumar singh

dileep0358

dear tina,
i think you are using otrs lower version.
use the latest version of OTRS, you will get Dynamic field option.

regards,
dileep kumar singh
(cell no-9311849978)

dileep0358

dear tina,
explain your requirement and why you want to create a web form in otrs?

regards,
dileep kumar singh
(cell no-9311849978)

dileep0358

dear community, i am using otrs 2.4.7. i have used ACL(access control list) in config .pm. i want to make a new perl module for ACL Configuration and do not want to use Config.pm how we can do this? regards, dileep kumar singh

dileep0358

dear community, i tried to develop but getting so many error please see the code which i have placed in PostMaster.pm module before line no- 268 (create new ticket) . please tell me the solution. #ticket follow-up my $SQL = "SELECT * FROM otrs.ticket t WHERE ticket_state_id = '2' AND change_tim...

dileep0358

any other solution ....

dileep0358

dear community,
my question is-
if follow-up comes on a closed ticket within 24 hour , ticket should reopen and if time exceeds 24 hour a new
ticket should create . can we do this with configuration?

regards,
dileep kumar singh

dileep0358

dear community,
Is there any updation regarding this problem in new version of otrs?

dileep0358

thanks for reply
can i do this with the ACL properties of otrs?

dileep0358

dear community,
please response...........

dileep0358

dear community

i have enabled a freetext field.this free text field is not required in some queue.
how we can hide this free field from some queue where it is not required?

regards,
dileep kumar singh

dileep0358

dear community,
when i am sending admin notification by selecting users i am getting new ticket acknowledgement from two
queues only. where is the problem? please reply..

regards,
dileep kumar singh

dileep0358

dear community,

i have the same problem.

dileep0358

dear community,
please tell me the name of perl module having ticket follow-up logic, so that i can modify that according to
our requirement.

dileep0358

thans for your reply..........
it really helpfull for me.

dileep0358

dear community, i have three options in case of ticket follow-up- 1. Possible 2. New Ticket 3. Reject i want that if user follow-up a ticket within 24 hours its get re-opened but if follow-up time is greater than 24 hour a new ticket should create. please tell me how i can do this and give me a idea...

dileep0358

dear community,

i am waiting for your reply.

dileep0358

Dear community, problem statement- when a user replies on a older ticket it gets reopened with same ticked id. requirement- we want that if user replies for a older ticket after few days a new ticket with new ticked id should create. regards, dileep kumar singh

dileep0358

please reply for the same.

dileep0358

dear community, i have added a free text field at agent ticket close view and want to write 250-500 letters in this free text field before closing each ticket but problem is that when i am exceddingg 150 letter that field is not being display in article print. my question is that "how we can in...

dileep0358

Dear community,

If Size of mail is more than 500 KB number of times tickets not opened in OTRS.
is there any option to correct this issue.

dileep0358

Dear sir,

thanks for your reply

dileep0358

Dear sir,

I am waiting for your reply.if proposed idea is possible in otrs.

dileep0358

thanks for your reply
actually i want to create a form in admin area(SysConfig) of otrs which is in attachment.
see the attachment

if checkbox is enable then respected queue will have a free text field

Regards,
dileep

dileep0358

dear sir,
i want to use a free text for only one queue,is it possible?
if yes then please explain, how we can do this

Regards,
Dileep Kumar Singh

dileep0358

Dear sir,
where is this sorting methodology in otrs source code.

dileep0358

Dear Community, I have 2 filter. Filter1-> filter is applied on "Subject-ABCD" and "Body-dileep kumar singh" and i want to move this ticket in queue 1. Filter2-> filter is applied only on "Subject-ABCD" and i want to move this ticket in queue 2. but both the ticket is g...

dileep0358

sir, i am using otrs 2.4.7. i have more than 25 Queues for my other group companies. for ex: if hav have 25 group companies then 25 queue is there,one for each. I have added a field Issue Category in agent ticket close view and added all the issues releated to my gropu companies. when a new ticket c...

dileep0358

Sir, i am using otrs 2.4.7,In Agent ticket close i have added two free text ,one is Queue and another one is Issue category. i want to validate Issue category. For ex: i have two queue ITISG and Helpdesk if i am selecting ITISG then Issue categories of ITISG should be display not for Helpdesk.Is it ...

dileep0358

from where we can increase the memory size of email body?

dileep0358

Sir,
Emails which are having more than 500 KB content in the mail body takes a lot of time in getting open and sometimes not get opened. how we can resolve this problem?

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