Znuny and ((OTRS)) Community Edition

hmmmm3

Mikester,

What was the final outcome of this? did you get it working again?

hmmmm3

Is there a way to link OneNote to an agent's or customer account? Or something simular? I hooked up google calendar to OTRS, maybe the google drive is an option. Ill have to explore it. I think the overall issue is how to efficiently link documentation, unrelated to a ticket, to an agent's or custom...

hmmmm3

Agents can be restricted to groups to restrict visibility ... but customers.... You may have to use customer groups for that. I have not tested it that way. However, I do use customer groups. But in theory...it should work. Let me know.

hmmmm3

Another option is to use the FAQ module. Because OTRS doesnt have a "docs" tab, I use the FAQ module to store documents that my customers can access. You can create categories as well as restrict access to the articles. Its not a bad work around until there is a better solution. But I agre...

hmmmm3

vivek,

Is OTRS and drupal running on the same server?

hmmmm3

Did you get this to work for you?

hmmmm3

I just PMed you.

hmmmm3

Any consultants have any experience integrating OTRS and Quickbooks online?

I'm looking to add a customer into Quickbooks whenever a new customer is added in OTRS.

Thanks.

hmmmm3

HervE wrote:
HervE wrote:
crythias wrote:If you want the functionality for yourself, add it.
I'll try.
And I managed

HervE

How did you add this functionality?

hmmmm3

I just read this post and I am wondering the same thing. I want an agent to be able to reply to an email and have the option to set it to internal OR by default all agent emails are set to internal. The post reply given above only applies to Forwarded email. Essentially, I want all agent emails to b...

hmmmm3

Okay, i got it. This was totally my fault. i had written some custom code that restricted what was returned in the search results, based on the user that was searching. So after I modified the call into Kernel/System/PostMaster/NewTicket.pm ...$Self->{CustomerUserObject}->CustomerSearch(.... and it ...

hmmmm3

I dont need to change in Config.pm:

CustomerKey => 'login' => to CustomerKey => 'email'.........nothing?

I dont need to modify or create a postmaster filter or alter the headers?

hmmmm3

So I'm not new to otrs, but I recently realized I have a problem. The customers in my system have logins that are NOT their email address. Im converting over from another help desk system in which the logins are a combination of their name and location. I am using the OTRS database, and NOT an exter...

hmmmm3

I did get this to work in version 3.2.5.

I noticed the new beta has a calendar widget. Does that work with google calendar?

hmmmm3

Queue 1<->1 Group n<->n Role n<->n Agent A Group in OTRS is nothing more than a placeholder for permissions. Rather than naming it 'group' think of it as 'queue-permission'. So this goes for a 1:1 relationship. One can do 1:n, but I´d never go for it! What do you mean one can do 1:n? Do you mean as...

hmmmm3

I want to restrict my customers from seeing all the tickets in the company and limit them to just their tickets. I did it by doing the following changes in sysconfig: Deleted: the company tickets module under CustomerFrontend::Module###CustomerTicketOverview This deletes the tab from the customer po...

hmmmm3

bump.

Edited title and scope of work.

I only need OTRS customized to match existing site.

hmmmm3

Edit: Wait.. AGENTS from different companies? Customers, yes. Sure they can. They use the same telephone number to call you, don't they? No, they call the agent or send in an email. If everyone is using the same queues, what keeps different agents, at different companies,from receiving new ticket n...

hmmmm3

In my OTRS setup, I am setting up to manage about 100 different companies, with users and agents that don't share info. So essentially, company A is hidden from company B.....and so on. I have two options: 1.) Create 1 queue that all agents share. 2.) Create identical queues for all companies (i.e. ...

hmmmm3

I was working on a way to restrict agents from seeing customers that other agents created. I'm not sure if my approach is the best, but it seems to work for me. The way it works is that the logged-in user can only see tickets of customers that he/she created. Likewise, they can only see a listing of...

hmmmm3

Looking for designer to quote project to modify OTRS template to match existing site.

Feel free to PM me with questions.

hmmmm3

thanks. I am still working through this but I am figuring this out. Because all of my sites are running on the same server, I decided to do my authentication using temporary variables passed in the database, and passing the encrypted password with encrypted values randomly inserted into it...I know....

hmmmm3

Let me know what I can help you with.

hmmmm3

Did this work out for you?

hmmmm3

It's been working well. I use it to schedule upcoming appt and it also modifies the calendar. I've been using it for a few months. I use version 3.0

hmmmm3

did you find a suitable solution for this?

hmmmm3

Please let me know when you have added this mods....I would love to see them.

I think they would be great too!!!

hmmmm3

i appreciate the comments. if I understand you correctly, you are essentially saying that if the user can log into their Joomla account( internal authentication) then OTRS(external authentication through httpauthentication) can assume that they must be okay, as long as their username is verified thr...

hmmmm3

Okay....let me take a step back and give you the big picture. I have a customer who logs into a Joomla website using the right credentials and I want that customer to be able to access their OTRS account. I know there is an existing Joomla/OTRS extension but it limits what you can do. I have been ab...

hmmmm3

Another question.

How do I tell the system to use the httpBasicAuth.pm rather than the DB.pm method?

hmmmm3

I apologize for taking a while to write back. But I think finally understood your response, partially because I was recently working with the salt MD5 stuff. So you think if I do the following: 1.) pass in my username and an encrytped password 2.) modify the authentication routine plus modify the co...

hmmmm3

hmmmm3

Otterhubboy,

Please explain. What limitations? What user experience?

hmmmm3

Keep in mind,
I am using version 3.0 and this zip file does not contain the ticket.pm file and and the other files I posted earlier, just the missing files that were in question. I hope this helps out someone.

Keep me posted.

hmmmm3

I went back through my files and uploaded them. This should help you out. I also noticed I missed a file. Im not sure if how I set this up will work for everyone, but I am interested in helping you get it working on your system. All the *.pm files go into the Kernel/Output/HTML directory. except Age...

hmmmm3

You should install the google customer map opm. That will create he files for you to edit/copy.

hmmmm3

The only reason I didn't post the other code is that if you want to help, you should understand something about the OTRS modules. The other code is pretty straightforward and almost a copy from the sources that I mentioned - CustomerMap and the module doc. The difficult code is what I posted. The re...

hmmmm3

These were my steps to integrate the calendar. My implementation may not work for everyone. I don't care to take advantage of all the different states, so I may trigger pending states differently. My code in the ticket.pm creates an id in a new database table named google_cal. It stores the event ID...

hmmmm3

Thanks for the reply. But I am confused. Will this approach allow me to log in and have a normal session, or will I have to use api commands to interact with OTRS?

I just want a way to log in without having to recreate the form or without having to send customers to the customer.pl page.

hmmmm3

I have been search for a way to log into the OTRS agent or customer portal via a form page on my existing web page. I know I can use an url string like this: otrs/index.pl?Action=Login&User=<user>&Password=<pass> But I wanted something a little more secure. Is this possible through the gener...

hmmmm3

It works well, but it has limitations. It depends on how you want the calender integrated. I will try to put together all mu steps and post them.

hmmmm3

kool. i'm okay with the finishing the code.

The trigger occurs in Tickets.pm. Whenever a date is chosen in the calendar, it triggers that section of code.

hmmmm3

So I was finally able to achieve this by modifying the following pieces of code: Keep in mind I am using version 3.0 1.) in System/Customeruser.pm I added a "declaration line" =item CustomerSearch() to search users my %List = $CustomerUserObject->CustomerSearch( Search => '*some*', # also ...

hmmmm3

I know it's NOT possible, but how do I do it? If YOU had to do this for a client, how would you do it? Is there something I need to add into the config setting? I'm finding that anything is almost possible in OTRS, its just a matter of finding how to manipulate the code? For this one, I'm not sure w...

hmmmm3

It could happen fairly often.

My agents add customers from their sub-departments. And I have a lot of agents.

If the agent's email address changes, I want them to be able to update it themselves, rather than my admin having to do it.

Thanks for your help.

hmmmm3

how to I allow agents without admin privileges to update their email address via the profile window? Is there a way I can add this in the code or a setting I can change?

hmmmm3

iI ran across this issue and I resolved it using the customeruser/db.pm file, but I edited somewhere around line 247 with the following: # build SQL string 2/2 # $SQL .= " FROM $Self->{CustomerTable} WHERE "; $SQL .= " FROM $Self->{CustomerTable} WHERE create_by='".$Param{UserID}...

hmmmm3

sCREEN SHOT OF THE CALENDAR USING IFRAME

hmmmm3

So the way this code works is that when you set a pending date, this section of code is called.

I'm not sure how to do trace backs because I'm not a perl programmer. I did all of my debugging using perl cron jobs. You know you have done something wrong if you get white empty screens.

hmmmm3

Andres, Thanks for the reply. I was thinking nobody read this! As a point of reference, I am using version 3.0, so dynamic fields don't exist. But that would be a good place for the duration. As entering the parameters, I created XML files I the config directory. I'm away from my computer, but when ...

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