Znuny and ((OTRS)) Community Edition

juanman80

Hi all, in case anyone is wondering, I received a piece of advice (from lists.otrs.org) to try another approach: an initial ACL to forbid closing states on all tickets and a second ACL to allow closing states (via PossibleAdd) for those having a service. This works for existing tickets and for ticke...

juanman80

Hi all, We want to forbid closing a ticket without service. We've been able to do it for stored tickets with an ACL but can't seem to manage in a new ticket form (e.g, in AgentTicketPhone). We thought we could do it with Service in the Properties section but can't match an undefined value. Our last ...

juanman80

So, I got an interesting answer in the otrs lists (http://lists.otrs.org): in OTRS 5 you can use the module Kernel::System::AsynchronousExecutor(https://otrs.github.io/doc/api/otrs/5.0 ... or.pm.html). I've seen the docs and doesn't seem difficult to use.

juanman80

Hi all, I have an event module that takes too much time so the user response time is ridiculous. I was thinking of creating a new asynchronous task from the event and then run the actions on the background. I’ve been reading the OTRS 5.0 dev manual: it refers to the task handler and shows a test mod...

juanman80

Hi all, I am slightly confused by the behaviour of some column filters in the TickerOverviewSmall outputs. By default, all column filters throw an AJAX request to get the list of possible values of the column between those of the tickets listed. But then Owner and Customer filter aparently ignore th...

juanman80

Hi Sunny,
Do you plan installing OTRS ITSM or do you want this Project Management over vanillla OTRS?

juanman80

Buenas,
si alguien se estaba preguntando cómo hacer esto, lo he resuelto modificando el objeto User para asignar como apellido la unión "1r_apellido 2º_apellido". No es la solución que más me gusta, pero suficiente para mí y sencilla de implementar.

Un saludo,

juanman80

Buenos días, me han pedido que adecúe el nombre de los agentes al sistema español (esto es, nombre y 2 apellidos). Hay un ldap que tiene toda la información y consigo recuperarla y almacenarla en otrs (nombre y primer apellido en users, segundo apellido en user_preferences). Mi problema es cómo most...

juanman80

yo cambiaría el script que muestras, donde está el evento para el cambio del select Cola, y lo dejaría de la siguiente manera: <script type="text/javascript">//<![CDATA[ $('#Dest').bind('change', function (Event) { Core.AJAX.FormUpdate($('#NewCustomerTicket'), 'AJAXUpdate', 'Dest', ['TypeI...

juanman80

Hi, please ignore my post just now, i just realised you gave me the path and filename as var/httpd/htdocs/graphdata.html Where did you place the .pl file? I tried placing that file in the cgi bin and bin but both do not seem to generate any result... How do you execute the file? When i double click...

juanman80

juan how did you limit it to just 2 agents? could you share the code you used to make it work? I think I just deleted some agents... after all, it was in my Test environment ;) To make it work, I just copied crythias' original code, with the following change in var/httpd/htdocs/graphdata.html: <!--...

juanman80

bueno... mi idea, corrígeme si me equivoco, sería recorrer TODOS los tickets, obtener TODOS sus artículos. si el artículo es HTML, convertirlo a txt y guardarlo en la BDD (o comprobar que la versión en BDD coincide con la conversión y actualizarlo sólo si son distintos)... my @Tickets = Todos_los_ti...

juanman80

en efecto, las diferencias se corresponden a que la primera imagen muestra el contenido del artículo en HTML mientras que la 2ª muestra el contenido en texto plano, que es el que almacena en la Base de Datos y es la que "Se puede cambiar". De hecho, estoy casi seguro de que ese texto "...

juanman80

Hi Vu, I'm afraid that that's all my know-how without programming a custom postmail filter. If you want to try, you can see some working filter in $OTRS_HOME/Kernel/System/PostMaster/Filter/ Yes, [***] will store the result of the last matched () in the regexp... if you put several parentheses, I'm ...

juanman80

Hi, I would do it the following: - First, I would have two queues: one for the tickets that correctly pass the test [e.g. _Raw_] and one for those that do not pass the test [e.g. _Junk_] - In mail account, I would set Dispatching by selected queue and queue: Junk - In Postmaster Filter, I would crea...

juanman80

buenas, me parece que la diferencia se debe a que imprime el texto plano pero muestra por pantalla el contenido html... ¿es posible que la diferencia sea el formato del texto, no el texto en sí? y en relación a dónde guarda el texto en html, lo hace como adjunto: el URL para obtener el html de un ar...

juanman80

viewtopic.php?f=82&t=17436

juanman80

Buenos días, en http://source.otrs.org tienes todos los fuentes de OTRS, incluyendo documentación técnica y proyectos antiguos. He encontrado un diagrama de la BDD en http://source.otrs.org/viewvc.cgi/otrs/doc/OTRSDatabaseDiagram.png?view=log . Ahí se te presentan todas las versiones. Si seleccionas...

juanman80

I managed to make it work with the provided jquery in otrs (in

Code: Select all

/otrs-web/js/thirdparty/jquery-1.6.4/jquery.js

).
I had a Invalid JSON String when retrieving data from all my agents, but it worked when limited to just 2 agents. Maybe there is a max JSON length.
Anyway, it did work without any change.

juanman80

I've seen this error when you use HTTP Basic Auth in OTRS but Apache received no user data... It happened to me when people tried to get to OTRS from a computer not in Domain.
Hope it helps

juanman80

oh, yes, that happened to me too! I did a script that called the generic agent for a whole night. with that SQL statement, you would archive tickets created in 2012 but closed yesterday. If you don't allow reopening (follow up) of closed tickets, that's OK. set_archive_flag sets archive_flag = 1, up...

juanman80

I think I would try to use the already existing functionality of searching in DynamicFields: if ( $GetParam{Fulltext} ) { for (qw(From To Cc Subject Body)) { $GetParam{$_} = $GetParam{Fulltext}; } $GetParam{DynamicField_FieldNameX}->Like = $GetParam{Fulltext}; } FieldNameX being the name of the dyna...

juanman80

Are you sure you want to archive all tickets created in 2012? maybe some of them are still opened... We use a generic agent that archives all tickets after 3 months of being closed...

juanman80

Hi all, Our OTRS is connected to an Active Directory server for Customer and Agent Authentication. The following is valid only for Microsoft Active Directory, as I think the error codes are not standardized between LDAP servers. We wanted to show the user when the password is expired, for example, b...

juanman80

Ticket creation screen is different from Agent dashboard... what do you mean by "the grid"?

juanman80

I've done several dashboard customizations and I think I could help you, but I'm not sure I understand: do you want a Dashboard that shows Tickets from a defined Customer? how would you define this customer? hard-coded or using a filter? Can't you use a customized search instead?

juanman80

Hi all, We are still using OTRS 3.0. I want to fill TicketFreeText5 (a text field) with the phone number of the building selected in TicketFreeText6 (a select with all our possible locations). In AgentTicketPhone.dtl, I’ve added (after dtl:block:TicketFreeText):  <s...

juanman80

Hi, I'm not sure I understand your problem: do you want to show dynamic field values of a ticket in Ticket Zoom? if so, you just have to add the names of the dynamic fields you want to show in Sysconfig -> Ticket::Frontend::AgentTicketZoom###DynamicField, like so:  <ConfigIte...

juanman80

wow! I think I got it... and I think quite effective... Bear in mind that I'm working with OTRS 3.0... some changes may be needed for OTRS 3.1. All these modification should be done in your Custom folder (for the pm files) or in your skin (for the dtl files). First, AgentTicketSearch transforms the ...

juanman80

Hello, We are thinking of adding "next"|"back" buttons in AgentTicketZoom that would go to the next|previous ticket in the last search of the Agent, if the current ticket appears in that search. Has anyone tried something similar? Anyone has any suggestion as to how to proceed? K...

juanman80

In *general*, the major issue is training customers to use the new email address. Verify if your current PostMaster fetch is Dispatching by To: or by Queue. If by Queue, no problems. If by To:, check your System Email Addresses Management (do this anyway) to make sure the email address you choose i...

juanman80

Yes - that is what I did. So to fix it, I did a fresh install, then followed *exactly* the procedure on the net, not substituting any ideas I might have had. The upgrade ended up going very smoothly and I did our production machine yesterday with no issues. Angus Ok, thanks. Did you have any Custom...

juanman80

Hi all, my Company wants to change the Mail Account that OTRS gets email from: now it’s something like systems_support@company.com and they want it like support@company.com. It would also change the outgoing email address. (I think) I know how to do the config, but I’d like to know what consequences...

juanman80

dorothysons wrote:I can't find the line CustomerUserListFields => [ 'first_name', 'last_name email', 'email' ], in file config.pn

You will find it in your CustomerBackend section.

juanman80

OK I've figured it out - don't copy all of the files from under Kernel back to the new OTRS install after upgrading.... It's not good :( Fixed! Hi, We're in 3.0.11 and are planning the upgrade to 3.1.4 (or 3.1.5), so I'm documenting any possible problem. I'm not sure if I understood your problem an...

juanman80

Hi,
Is there any doc on how to write a new ObjectBackend to the Import/Export Module?

juanman80

Hi people, I had the similar problem, with Users and CustomerUsers: I needed to show some fields present in ldap I'll show my hack, it seems to me more elegant than the previous one. First of all, I put in my Config.pm the field I need (DNI is the spanish official ID): $Self->{'AuthSyncModule::LDAP:...

juanman80

Hi, I’m developing an OTRS Module which creates a database table and modifies some others (a custom statistics module, just adding some control information and data so I don’t have to redo every calculation). I’ve developed it in my DEVELOPMENT environment and I want to make a package to test instal...

juanman80

Very interesting. To bad it did not work for me. Is someone out there who managed to get this working on a Linux OS? I have php running First I copied the files (as root) from the part one rar file to /var/www/phpfreechat/ Then I copied the files from the second rar to the same folder /var/www/phpf...

juanman80

No, don't touch the code Well, I commented the "Loop" modifications in Email.pm and still didn't work, mail was still being rejected. So I've undone the changes and I am completely lost. Any suggestion? Ok, We solved it! It was a notification master misconfiguration in sysadmin->Core.

juanman80

Very interesting. To bad it did not work for me. Is someone out there who managed to get this working on a Linux OS? I have php running First I copied the files (as root) from the part one rar file to /var/www/phpfreechat/ Then I copied the files from the second rar to the same folder /var/www/phpf...

juanman80

jojo wrote:No, don't touch the code

Well, I commented the "Loop" modifications in Email.pm and still didn't work, mail was still being rejected. So I've undone the changes and I am completely lost.
Any suggestion?

juanman80

technically this is valid. But you can set an envelope from via sysconfig Core::Sendmail thanks for the comment. When we first made sendmail go through exchange, all outgoing emails had an empty From field. I changed SendmailNotificationEnvelopeFrom to make it the same as the inbound account (syste...

juanman80

I have the same problem.
In my case, it seems that in some outgoing mails (agent notifications) the From field is empty, and Microsoft Exchange is rejecting them.
Why are the From field in these mails empty?

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