Search found 198 matches

by spiderpig
17 Oct 2019, 19:22
Forum: General
Topic: Postmaster filter for customer
Replies: 8
Views: 1851

Re: Postmaster filter for customer

Hi, I tried to use in the body #customerlogon:([a-zA-Z0-9-_.]+@[a-zA-Z0-9-_.] and CustomerUser [***] it catch some of the users and assign the right customer, but just some of them. I am confused why. in the message log the filter is successful on these tickets that customer is not assigned. Kernel:...
by spiderpig
29 Apr 2016, 14:16
Forum: Help
Topic: Bulk change customer
Replies: 1
Views: 577

Bulk change customer

Hi,

I'm trying to bulk change customer for over 500 tickets, any ideas how I can achieve that?
by spiderpig
31 Mar 2016, 13:47
Forum: Help
Topic: Three ldap backends
Replies: 8
Views: 1041

Re: Three ldap backends

Now I'm testing with only one Ldap backend, and I'm randomly getting this error.
"First bind failed! 80090308: LdapErr: DSID-0C0903A9, comment: AcceptSecurityContext error, data 52e, v1db1"

even everything seems to work. Any ideas whats going on?
by spiderpig
15 Mar 2016, 00:35
Forum: Help
Topic: Three ldap backends
Replies: 8
Views: 1041

Re: Three ldap backends

yes i double check that also, is it possible I have enter "domainname\" somewhere in the config?
by spiderpig
14 Mar 2016, 13:12
Forum: Help
Topic: Three ldap backends
Replies: 8
Views: 1041

Re: Three ldap backends

I already double checked that :)
I restarted the password couple of time just to be sure.
that doesn't be the case here. :(
by spiderpig
13 Mar 2016, 15:59
Forum: Help
Topic: Three ldap backends
Replies: 8
Views: 1041

Re: Three ldap backends

Here is my code for the three ldap auth and lookup backends, only the first one works. am I doing it wrong? #Customer domain 1. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.0.0.1'; $Self->{'Customer::AuthModule::LDAP::BaseD...
by spiderpig
13 Mar 2016, 14:28
Forum: Help
Topic: Three ldap backends
Replies: 8
Views: 1041

Re: Three ldap backends

[Sun Mar 13 11:55:58 2016][Error][Kernel::System::CustomerUser::LDAP::_Connect][197] First bind failed! 80090308: LdapErr: DSID-0C0903A9, comment: AcceptSecurityContext error, data 52e, v1db1 [Sun Mar 13 11:55:58 2016][Error][Kernel::System::CustomerUser::LDAP::CustomerName][251] Search failed! No s...
by spiderpig
11 Mar 2016, 13:23
Forum: Help
Topic: Three ldap backends
Replies: 8
Views: 1041

Three ldap backends

Hi guys,

I'm using a two ldap and one mysql backend and I want to add another ldap backend.
But I cant get the third ldap one to work, are there any limitation on how many backends I can use?
by spiderpig
22 Feb 2016, 15:58
Forum: Help
Topic: Statistics Error
Replies: 4
Views: 1281

Statistics Error

Hi I'm getting this error in my logs, I got a few Statistics, but I'm not sure what Stats it is complaining about. and all the stats seems to work great, any ideas whats going on here? ------- ERROR: OTRS-otrs.Console.pl-Maint::Stats::Dashboard::Generate-10 Perl: 5.16.3 OS: linux Time: Mon Feb 22 10...
by spiderpig
22 Feb 2016, 01:58
Forum: Help
Topic: Ticket Notification Management [Solved]
Replies: 2
Views: 778

Re: Ticket Notification Management

Hi rick20,

thank you for your reply, I did go with method 1 and it works. But I added it to ViewPhoneClose.
by spiderpig
09 Feb 2016, 15:25
Forum: Help
Topic: Ticket Notification Management [Solved]
Replies: 2
Views: 778

Ticket Notification Management [Solved]

I have created a Ticket notificationm that sends customer of the ticket email when the ticket is closed. Sometimes the tickets doesn't have a customer so we choose the name of the company for that tickets, but I don't want those notification to be send to that email. is there a way to filter out thi...
by spiderpig
04 Feb 2016, 14:46
Forum: General
Topic: Email notification template [Solved]
Replies: 7
Views: 6349

Re: Email notification template [Solved]

the template is located here, /opt/otrs/Kernel/Output/HTML/Templates/Standard/NotificationEvent/Email/Default.tt I manage to add some logos and text there, and the thread was solved. But then afterwards I would like to add the logo of the company in top of the header, in the black area. (see picture)
by spiderpig
03 Feb 2016, 14:28
Forum: General
Topic: Email notification template [Solved]
Replies: 7
Views: 6349

Re: Email notification template [Solved]

Is there any way to add a picture within the header black background ?
I have tried to edit the code and input some text and it always appear above the template.
by spiderpig
02 Feb 2016, 17:12
Forum: Help
Topic: Displaying photos from Active Directory of customers
Replies: 3
Views: 688

Re: Displaying photos from Active Directory of customers

You should solve the "Internal error" What does the error_log of the webserver contain? there are no error for the webserver, I get an internal error when I add: [ 'UserPhoto', 'Photo', 'thumbnailPhoto', 1, 0, 'image/jpeg', '', 0 ], to the map of the ldap in the config.pm also i add in to /otrs/ker...
by spiderpig
18 Jan 2016, 02:11
Forum: Help
Topic: Displaying photos from Active Directory of customers
Replies: 3
Views: 688

Displaying photos from Active Directory of customers

Hi guys, I'm trying to add customers photos to the ticketzoom screen from A.D., I followed lameventanas way shown in this thread: http://forums.otterhub.org/viewtopic.php?f=60&t=22217 But I'm getting "internal error" when I'm entering the ticketzoom screen. I'm running OTRS 5, anyone wth 5 who got i...
by spiderpig
18 Jan 2016, 01:49
Forum: Howtos
Topic: Displaying the Customer's Pic from AD using thumbnailPhoto
Replies: 17
Views: 33976

Re: Displaying the Customer's Pic from AD using thumbnailPhoto

I decided to embed the image in the <img> tag. It's supposed to work in all browsers that are supported by OTRS 4. Pros: - less overhead (uses the same http request) - better integrated, no need for separate php + ldap config - looks professional, the photo is a separate record - it should work wit...
by spiderpig
18 Jan 2016, 01:39
Forum: Howtos
Topic: Displaying the Customer's Pic from AD using thumbnailPhoto
Replies: 17
Views: 33976

Re: Displaying the Customer's Pic from AD using thumbnailPhoto

I decided to embed the image in the <img> tag. It's supposed to work in all browsers that are supported by OTRS 4. Pros: - less overhead (uses the same http request) - better integrated, no need for separate php + ldap config - looks professional, the photo is a separate record - it should work wit...
by spiderpig
15 Jan 2016, 14:12
Forum: General
Topic: Surveys
Replies: 2
Views: 463

Re: Surveys

Ok, but if i create a group with all the agent, connect group to queue and choose that queue. Does the members of that group receive the surway or all customers allso in the system?
by spiderpig
15 Jan 2016, 13:42
Forum: General
Topic: Surveys
Replies: 2
Views: 463

Surveys

I created a Survey that I would like to send only to the agents, I cant see who will receive the surveys email.
how can I control who will receive the surveys?
by spiderpig
15 Jan 2016, 10:59
Forum: Help
Topic: Process Management examples
Replies: 16
Views: 8305

Re: Process Management examples

test (Process-36d87ea1b891055a2fc3396216e1b5b5) State: Active (S1) Start Activity: Activity-5ae40a9cadf61b2f2b3f84673d5fd4a7 Description: test. Activity-5ae40a9cadf61b2f2b3f84673d5fd4a7 Transition-6ff03a5cf45cddb9577ff159b6dc3148 (TransitionAction-df00a6b245a0118bcfd683c5eb182e67, TransitionAction-0...
by spiderpig
15 Jan 2016, 02:40
Forum: General
Topic: Encryption
Replies: 7
Views: 2386

Encryption

Hi,

my config.pm store sensitive passwords in clear text for the DB and A.d.

what is the best way to encrypt it?
by spiderpig
14 Jan 2016, 21:56
Forum: Help
Topic: OTRS 5.0.5 new Report-Statistics creation issue
Replies: 3
Views: 661

Re: OTRS 5.0.5 new Report-Statistics creation issue

What browser are you using?
by spiderpig
14 Jan 2016, 20:35
Forum: Help
Topic: Process Management examples
Replies: 16
Views: 8305

Re: Process Management examples

here are the errors after the first step, customer approval a process ticket. Thu Jan 14 18:24:37 2016 error OTRS-CGI-10 Process: Process-36d87ea1b891055a2fc3396216e1b5b5 Activity: Activity-5ae40a9cadf61b2f2b3f84673d5fd4a7 Transition: Transition-6ff03a5cf45cddb9577ff159b6dc3148 TransitionAction: Tra...
by spiderpig
14 Jan 2016, 20:18
Forum: Help
Topic: Latest FAQ articles on the main customer site.
Replies: 0
Views: 363

Latest FAQ articles on the main customer site.

Hi,

is it possible to get the list of FAQ articles (on the right in faq explorer and in the agent view) to get visible in the Customer view?
by spiderpig
14 Jan 2016, 19:48
Forum: Help
Topic: Process Management examples
Replies: 16
Views: 8305

Re: Process Management examples

Basically what I'm looking for is - The manager can see the process ticket in the customer view and take action from there. - after I did the book example and logged in as a customer an make a book order, the customer can see all the buttons and approve and deny himself. Can I remove it so he can no...
by spiderpig
14 Jan 2016, 16:33
Forum: Help
Topic: Process Management examples
Replies: 16
Views: 8305

Re: Process Management examples

one another thing, when I'm creating the process, the "Green circle" at the start isn't green. It's grey.
by spiderpig
14 Jan 2016, 16:08
Forum: Help
Topic: Process Management examples
Replies: 16
Views: 8305

Re: Process Management examples

I deleted the process and started again :) I'm doing it exacly like in the book order example, I will reply when I'm done. one question, in the TA2 and TA4 I have to specifiy in the example the manager and the employee. In my case there will not always be the same manager, and even more unlikely the...
by spiderpig
14 Jan 2016, 12:09
Forum: General
Topic: Kanban plugin
Replies: 0
Views: 1515

Kanban plugin

I am looking for a kanban plugin for OTRS, I came across this one http://complemento.net.br/works/kanban-ticket-board/
does anyone of you tested it?
by spiderpig
12 Jan 2016, 00:10
Forum: Help
Topic: Process Management examples
Replies: 16
Views: 8305

Re: Process Management examples

does anyone have the exported .yaml file for the book order example?
by spiderpig
11 Jan 2016, 23:58
Forum: Help
Topic: Process Management examples
Replies: 16
Views: 8305

Re: Process Management examples

Mon Jan 11 21:48:35 2016 error OTRS-CGI-10 No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found! Mon Jan 11 21:48:35 2016 error OTRS-CGI-10 No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found! Mon Jan 11 21:48:19 2016 error OTRS-CGI-10 Can't loa...
by spiderpig
11 Jan 2016, 19:42
Forum: Help
Topic: Process Management examples
Replies: 16
Views: 8305

Re: Process Management examples

I got a little bit further, now the logs are showing me this. No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found! Mon Jan 11 17:33:05 2016 error OTRS-CGI-10 No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found! Mon Jan 11 17:32:46 2016 error OT...
by spiderpig
11 Jan 2016, 16:58
Forum: Help
Topic: Process Management examples
Replies: 16
Views: 8305

Re: Process Management examples

I'm running OTRS 5. I got lost in the Transaction Action, I not sure what key and values I should use there. I Figured out TA1 , Key= Queue Value: queuename and after that I'm a little bit lost :) "After all parameters and values are set click on the submit button to save the changes. Create the fol...
by spiderpig
11 Jan 2016, 02:12
Forum: Help
Topic: Process Management examples
Replies: 16
Views: 8305

Process Management examples

Hi guys,
I'm wondering if there is a process management examples out there that I can import and test on my sandbox environment?
It have to be a .yml format, right?

I'm struggling to get my to work.
by spiderpig
07 Jan 2016, 17:18
Forum: General
Topic: Postmaster filter for customer
Replies: 8
Views: 1851

Re: Postmaster filter for customer

do you mean something like this?


email header: Body - Look for value: #customer:([\w%-\.]+@[\w\.-]+\.[\w\.]{2,9})
---
Set email header: Set X-OTRS-CustomerNO - set value: [***]

Body in email:
#customer:realcustomer@realdomain.com
#customerlogon:realcustomer@realdomain.com
by spiderpig
07 Jan 2016, 17:02
Forum: General
Topic: Postmaster filter for customer
Replies: 8
Views: 1851

Re: Postmaster filter for customer

now when I open the ticket the customerID is right, but in the "Customer Information" dialog below is my infomation?
how could I change that also?
by spiderpig
07 Jan 2016, 15:27
Forum: General
Topic: Postmaster filter for customer
Replies: 8
Views: 1851

Re: Postmaster filter for customer

did I missed something, or did I do it wrong?
:)
by spiderpig
07 Jan 2016, 02:27
Forum: General
Topic: Postmaster filter for customer
Replies: 8
Views: 1851

Re: Postmaster filter for customer

Hi, I tried this without a luck created a postfilter with email header: Body - Look for value: #customer:([\w%-\.]+@[\w\.-]+\.[\w\.]{2,9}) Set email header: Set X-OTRS- CustomerUser - set value: [***] (I can only choose CustomerUser or CustomerNO, not Customer like in your other post) and then I for...
by spiderpig
06 Jan 2016, 17:57
Forum: General
Topic: Postmaster filter for customer
Replies: 8
Views: 1851

Postmaster filter for customer

I would like to add a filter that if I have the custmerID or user in subject line of an email that I send to OTRS, then the ticket will update the customer of the ticket, not the sender of the email.

I'm not quite sure what value I should use when I'm creating the filter.
by spiderpig
05 Jan 2016, 13:23
Forum: General
Topic: Unlock field
Replies: 1
Views: 333

Unlock field

Hi,

it happens that agents lock tickets accidentally and need to move the ticket back to Admin and unlock the ticket so it can be visible for the "unlocked" tickets, but they can't.

Is there a way to unlock the ticket after I move it to another owner?
by spiderpig
18 Dec 2015, 02:54
Forum: Help
Topic: Process ticket and dynamic field
Replies: 2
Views: 1439

Process ticket and dynamic field

I'm trying to add a dropdown dynamic field so the employee can choose his boss from a (boss) list to aprove or deny the request. When the process ticket is created the boss will get an email and the process ticket will show up in his OTRS web view. any ideas? hope you understand what I'm talking abo...
by spiderpig
18 Dec 2015, 00:56
Forum: General
Topic: Email notification template [Solved]
Replies: 7
Views: 6349

Re: Email notification template [Solved]

the files are located here
/opt/otrs/Kernel/Output/HTML/Templates/Standard/NotificationEvent/Email
by spiderpig
17 Dec 2015, 01:25
Forum: General
Topic: LDAP auth with three domains.
Replies: 2
Views: 521

LDAP auth with three domains.

Hi,

have any of you experience a LDAP authentication with three A.D. domains?
if so have you run in any trouble with it on the long run?
by spiderpig
15 Dec 2015, 13:34
Forum: General
Topic: Email notification template [Solved]
Replies: 7
Views: 6349

Re: Email notification template

Hi,

thank you for the reply, I'm looking to change the header in the automated emails. new ticket, follow-up etc.

any ideas ?
by spiderpig
15 Dec 2015, 00:55
Forum: General
Topic: Customer site hangs [Solved]
Replies: 2
Views: 454

Re: Customer site hangs

the problem is solved, it was a human error :)
when I upgraded to 5.0.4 I copied the old "Core.Default.css" to /opt/otrs/var/httpd/htdocs/skins/Customer/default/css because I was testing the banner and the header, I forgot to change it back.

so this issue is solved :lol:
by spiderpig
14 Dec 2015, 15:34
Forum: General
Topic: Customer site hangs [Solved]
Replies: 2
Views: 454

Re: Customer site hangs

Now I see this error in the log

" error OTRS-CGI-10 Invalid ref ""
by spiderpig
14 Dec 2015, 15:30
Forum: General
Topic: Customer site hangs [Solved]
Replies: 2
Views: 454

Customer site hangs [Solved]

After I update from 5.0.3 -> 5.0.4 the customer site just hangs. I can connect to the site but after 2 seconds it always hangs and then I have to kill the tab. I have tried i.e., chrome and firefox, that is not the issue. Any ideas whats going on? I don't see anything related to this in the logs. th...
by spiderpig
11 Dec 2015, 17:30
Forum: General
Topic: InnoDB Log File Size [Solved]
Replies: 10
Views: 2215

Re: InnoDB Log File Size

I followed that steps and it worked for me on the test environment :)

OTRS is more responsive after I increase the log file.
do you recommend to change it to 256 or 512?
by spiderpig
08 Dec 2015, 16:26
Forum: General
Topic: Email notification template [Solved]
Replies: 7
Views: 6349

Email notification template [Solved]

Hi,

just updated my OTRS to 5.0.3, now I would like to edit the style of the email template, add some images and stuff.
any ideas where I can find it?
by spiderpig
02 Dec 2015, 11:59
Forum: General
Topic: InnoDB Log File Size [Solved]
Replies: 10
Views: 2215

Re: InnoDB Log File Size

the log in now about 700 mb and is increasing by every second, and I cant open the file. Fortunately this was only a test test server.
i will clone the live environment again and try this again.