Search found 360 matches
- 15 Jan 2021, 19:50
- Forum: General
- Topic: Duplicate notifications to customers
- Replies: 2
- Views: 22
Re: Duplicate notifications to customers
Check system configuration for Ticket::Frontend::ComposeReplaceSenderAddress
- 09 Jan 2021, 09:49
- Forum: Help
- Topic: Ticket Article Create
- Replies: 2
- Views: 85
Re: Ticket Article Create
Not sure if this what you means. Format you article body in html instead of plain text. From there you can control how its looks.
Code: Select all
ContentType => 'text/html; charset=UTF-8',
- 07 Jan 2021, 18:33
- Forum: Help
- Topic: Process Management with CMDB
- Replies: 4
- Views: 89
- 07 Jan 2021, 00:09
- Forum: Help
- Topic: Time range for stat reports via CLI
- Replies: 3
- Views: 71
Re: Time range for stat reports via CLI
Param \ filtering only available for Static stats..
For dynamic stats, you wont be able to use the param value..it will be based on default selected value or all value.
As per root stated, you want to change the default filter
For dynamic stats, you wont be able to use the param value..it will be based on default selected value or all value.
As per root stated, you want to change the default filter
- 05 Jan 2021, 03:54
- Forum: Help
- Topic: Performance issues - Proxy error
- Replies: 3
- Views: 55
Re: Performance issues - Proxy error
What database type ? if PostgreSQL, previously, i have encountered a very slow load time when in status view, queue view and service view.. doing vacuum on these table 70% solve our load time issue.. - VACUUM FULL ANALYZE ticket; - VACUUM FULL ANALYZE ticket_history; - VACUUM FULL ANALYZE article_da...
- 31 Dec 2020, 02:02
- Forum: General
- Topic: First respons column not show anything
- Replies: 4
- Views: 86
Re: First respons column not show anything
FirstResponseTime (seconds total till escalation, e. g. "3600") so from your explanation above, i need to wait for this ticket to be escalated?? sory im still didnt get it. and what value if i want tou count first response time between ticket creation and first agent response, FirstResponse ? Im go...
- 30 Dec 2020, 18:02
- Forum: General
- Topic: First respons column not show anything
- Replies: 4
- Views: 86
Re: First respons column not show anything
Based on https://doc.otrs.com/doc/api/otrs/6.0/Perl/Kernel/System/Ticket.pm.html#TicketGet, 1. Ticket open with SLA - Section 1 will display / calculate 2. the moment an agent replied to the customer via agent portal, (**correct me if im wrong) - all the value / most values in Section 1 will be set ...
- 29 Dec 2020, 13:21
- Forum: General
- Topic: OTRS community edition is dead?
- Replies: 4
- Views: 577
Re: OTRS community edition is dead?
Yup..no security updates will be the main concern..
Gonna take a look at Otobo..a fork of otrs
However since its fork of otrs, not sure if this will impact the development / progress of Otobo itself
Gonna take a look at Otobo..a fork of otrs
However since its fork of otrs, not sure if this will impact the development / progress of Otobo itself
- 20 Dec 2020, 14:06
- Forum: Help
- Topic: article_plain table management
- Replies: 5
- Views: 93
Re: article_plain table management
For article attachment, consider using ArticleStorageFS (File Storage based).. This should be able to trim you database size.. https://doc.otrs.com/doc/manual/admin/6.0/en/html/performance-tuning.html#performance-tuning-otrs-storage Then, later if you didn't need it, let say more than 3 year old tic...
- 11 Dec 2020, 03:54
- Forum: Help
- Topic: [CLOSED] Customer Self Generate 2FA Secret Key
- Replies: 2
- Views: 100
Re: [Help] Customer Self Generate 2FA Secret Key
Hi Skullz, In the agent interface, it's the Javascript file var/httpd/htdocs/js/Core.Agent.SharedSecretGenerator.js which is added via Loader::Module::AgentPreferences###001-Framework to the preferences screen. The button is added via Javascript : $("#UserGoogleAuthenticatorSecretKey").parent().app...
- 10 Dec 2020, 18:10
- Forum: Help
- Topic: [CLOSED] Customer Self Generate 2FA Secret Key
- Replies: 2
- Views: 100
[CLOSED] Customer Self Generate 2FA Secret Key
Hi all, i'm enabling 2fa for both agent and customer.. for agent profile, we have the generate button for shared key while customer-user dont have this.. https://i.postimg.cc/njh4rNcd/agent.png https://i.postimg.cc/sQHphKM3/customer.png im looking through Kernel/Output/HTML/Preferences/Generic.pm ju...
- 10 Dec 2020, 07:51
- Forum: Developers
- Topic: OTRS mail body table name
- Replies: 1
- Views: 66
Re: OTRS mail body table name
check 'article_data_mime' table
- 10 Dec 2020, 07:48
- Forum: Developers
- Topic: DB upgrade references tables that don't exist
- Replies: 6
- Views: 355
Re: DB upgrade references tables that don't exist
As a reference, https://stackoverflow.com/questions/843 ... rmed-error
i guess either charset or db engine type ?
i guess either charset or db engine type ?
- 08 Dec 2020, 21:20
- Forum: Help
- Topic: Issue with new OTRS 6 installation
- Replies: 2
- Views: 103
Re: Issue with new OTRS 6 installation
Restart webserver first then check again
- 05 Dec 2020, 12:39
- Forum: Help
- Topic: Populating CustomerUsers in to dynamicField
- Replies: 2
- Views: 105
- 03 Dec 2020, 18:24
- Forum: Help
- Topic: Exclude state classification
- Replies: 1
- Views: 68
Re: Exclude state classification
1. For Ticket > Status View, this is possible by code level..you have to modify the Search parameter define at AgentTicketStatusView File: https://github.com/OTRS/otrs/blob/c83de469f620c79576d977ebf209a6beccc2106d/Kernel/Modules/AgentTicketStatusView.pm#L167 API REF: https://doc.otrs.com/doc/api/otr...
- 02 Dec 2020, 18:04
- Forum: Help
- Topic: OTRS migration help - auto close tickets
- Replies: 2
- Views: 101
Re: OTRS migration help - auto close tickets
Did you check server date time? It is correct?
- 26 Nov 2020, 05:26
- Forum: Help
- Topic: New Menu option to search for ticket #s
- Replies: 2
- Views: 79
- 13 Nov 2020, 09:41
- Forum: General
- Topic: SolutionInMin different
- Replies: 1
- Views: 239
Re: SolutionInMin different
Edited..
Wrong answer lol
Wrong answer lol
- 12 Nov 2020, 11:14
- Forum: General
- Topic: Resolution time Error
- Replies: 1
- Views: 115
Re: Resolution time Error
make sure the minutes is correct..
2880 = 48 hours
288 = +- 4 hours
either that or ticket already created in past few hours..
take note that sla calculation will be based on ticket creation time
2880 = 48 hours
288 = +- 4 hours
either that or ticket already created in past few hours..
take note that sla calculation will be based on ticket creation time
- 05 Nov 2020, 12:09
- Forum: General
- Topic: Migrate OTRS System to another server and upgrade to OTRS 6
- Replies: 8
- Views: 330
Re: Migrate OTRS System to another server
With my readings so far, this should be the plan: Step 1. Backup entire system (with database) which is in CentOS 6 server https://doc.otrs.com/doc/manual/admin/6.0/en/html/backup-and-restore.html Step 2. Get a fresh CentOS 7 VM Step 3. Install OTRS 5 on the CentOS 7 Step 4. Restore the backup of s...
- 04 Nov 2020, 18:22
- Forum: General
- Topic: OTRS 6 - change date format
- Replies: 4
- Views: 174
Re: OTRS 6 - change date format
the file only as references..
change the preferred language at Admin > Agent > agent profile > user preferences
change the preferred language at Admin > Agent > agent profile > user preferences
- 04 Nov 2020, 17:53
- Forum: General
- Topic: Migrate OTRS System to another server and upgrade to OTRS 6
- Replies: 8
- Views: 330
Re: Migrate OTRS System to another server
OR use backup and restore script https://doc.otrs.com/doc/manual/admin/6 ... store.html
then upgrade.
then upgrade.
- 04 Nov 2020, 17:40
- Forum: General
- Topic: OTRS 6 - change date format
- Replies: 4
- Views: 174
Re: OTRS 6 - change date format
if im correct, its depend on your language preferences under your profile > preferences..
if using english, select english UK instead of english US..
https://github.com/OTRS/otrs/blob/rel-6 ... uage/en.pm
https://github.com/OTRS/otrs/blob/rel-6 ... e/en_GB.pm
if using english, select english UK instead of english US..
https://github.com/OTRS/otrs/blob/rel-6 ... uage/en.pm
https://github.com/OTRS/otrs/blob/rel-6 ... e/en_GB.pm
- 03 Nov 2020, 02:30
- Forum: General
- Topic: Licences managent
- Replies: 2
- Views: 173
Re: Licences managent
For community edition, not out of box and you have to extend it via custom module.
Check next expiring ci and then create a ticket..
or perhaps there are some paid / premium addon out there.
Check next expiring ci and then create a ticket..
or perhaps there are some paid / premium addon out there.
- 31 Oct 2020, 10:16
- Forum: General
- Topic: Select all tickets with description field for a queue
- Replies: 4
- Views: 198
Re: Select all tickets with description field for a queue
Well if my english is correct, he want to print out ticket with description (i guess 1st article body). Unless default statistic already support 1st article, i think only possible via sql / api.
Hint:
In database, look at table ticket and article
Hint:
In database, look at table ticket and article
- 28 Oct 2020, 21:22
- Forum: Developers
- Topic: CURL request
- Replies: 2
- Views: 170
Re: CURL request
Your request on article type is agent while the notification is customer body
- 15 Oct 2020, 16:59
- Forum: Help
- Topic: Manaully closed ticket is reopened every midnight
- Replies: 1
- Views: 92
Re: Manaully closed ticket is reopened every midnight
1. Admin > Generic Agent ?
2. Sysconfig > Daemon > SchedulerCronTaskManager ***
which can execute script/module
3. Via Webservices?
4. Check system crontab (root/otrs/another user)
2. Sysconfig > Daemon > SchedulerCronTaskManager ***
which can execute script/module
3. Via Webservices?
4. Check system crontab (root/otrs/another user)
- 09 Oct 2020, 05:16
- Forum: Developers
- Topic: Getting Dynamic Agent Prefences
- Replies: 1
- Views: 176
Re: Getting Dynamic Agent Prefences
Code: Select all
my $UserObject = $Kernel::OM->Get('Kernel::System::User');
my %Preferences = $UserObject->GetPreferences(
UserID => $Param{UserID}, #id of the user who performed the action
);
- 08 Oct 2020, 19:36
- Forum: Help
- Topic: Closed Tickets in the Ticket Event Calendar
- Replies: 4
- Views: 805
Re: Closed Tickets in the Ticket Event Calendar
Based on API: https://github.com/OTRS/otrs/blob/rel-5_0/Kernel/System/State.pm#L309 File: https://github.com/OTRS/otrs/blob/7d074e76beb1695b9036cfbf483eaf8eaf22e14f/Kernel/Output/HTML/Dashboard/EventsTicketCalendar.pm#L101 try # my @ViewableStateIDs = $Kernel::OM->Get('Kernel::System::State')->State...
- 29 Sep 2020, 17:27
- Forum: Help
- Topic: change management workflow to manager
- Replies: 8
- Views: 1172
Re: change management workflow to manager
1. Since you can go with the Dynamic Field (DF) dropdown and mention Transition Action, i guess you already on the Process Management itself. Capture.JPG 2. Here I got DF Reviewer which contains the name of the manager and their ID. 3. Upon selection and submitted, execute this transition action and...
- 29 Sep 2020, 12:29
- Forum: Help
- Topic: Open Activity Dialog error Insufficient Rights
- Replies: 3
- Views: 165
Re: Open Activity Dialog error Insufficient Rights
Do you check in ACLs ?
- 29 Sep 2020, 12:28
- Forum: Help
- Topic: [Closed] Upgrade to Version 6 Without Attachment (File system)
- Replies: 2
- Views: 97
Re: Upgrade to Version 6 Without Attachment (File system)
Thanks for the opinion..
The article is too huge and take a lot of time to transfer..
As long this transfer can be done later, yeah can focus more upgrade..
Again, thanks
The article is too huge and take a lot of time to transfer..
As long this transfer can be done later, yeah can focus more upgrade..
Again, thanks
- 29 Sep 2020, 06:33
- Forum: Help
- Topic: [Closed] Upgrade to Version 6 Without Attachment (File system)
- Replies: 2
- Views: 97
[Closed] Upgrade to Version 6 Without Attachment (File system)
Hi all, Need some opinion/confirmation here.. have been tasked to migrate otrs to the new server then later upgrade to latest version (major upgrade). However, due to the size of this attachments (FS) is too large, the plan is : 1. to upgrade first to version 6 with maybe 2020 article 2. Later trans...
- 26 Sep 2020, 11:17
- Forum: Help
- Topic: extracting information from the "service"
- Replies: 2
- Views: 155
Re: extracting information from the "service"
SELECT name AS 'Full Service Name', SUBSTRING_INDEX(name,'::',1) AS 'Main Service', CASE WHEN LENGTH(name)-LENGTH(REPLACE(name, '::', '')) >= 2 THEN SUBSTRING_INDEX(SUBSTRING_INDEX(name,'::',2),'::',-1) ELSE NULL END AS 'Sub Service 1', CASE WHEN LENGTH(name)-LENGTH(REPLACE(name, '::', '')) >= 4 TH...
- 24 Sep 2020, 02:11
- Forum: Help
- Topic: Eventhandler or custom module for parentticketnumber
- Replies: 3
- Views: 200
Re: Eventhandler or custom module for parentticketnumber
i would try to test it based on otrs 6 script instead..
https://github.com/OTRS/otrs/tree/rel-6 ... cket/Event
https://github.com/OTRS/otrs/tree/rel-6 ... cket/Event
- 22 Sep 2020, 12:47
- Forum: Help
- Topic: Eventhandler or custom module for parentticketnumber
- Replies: 3
- Views: 200
Re: Eventhandler or custom module for parentticketnumber
Basically, both is the same. You are executing the custom module upon some ticket action (create, etc ..).. Either way should make the job done as long you know how to write the module (calling api, update dynamic field etc), sure.. Additionally, the xml for linked url is using for version 4/5. For ...
- 22 Sep 2020, 01:39
- Forum: Developers
- Topic: How to show excel sheet from a custom folder location and provide provision to download
- Replies: 1
- Views: 339
Re: How to show excel sheet from a custom folder location and provide provision to download
I suggest use FAQ module for storing file.
- 21 Sep 2020, 09:12
- Forum: Help
- Topic: How to predefine new ticket queue with user parameters
- Replies: 1
- Views: 127
Re: How to predefine new ticket queue with user parameters
The easy way that come with default installation is by using Access Control Lists (ACL)
Reference:
https://doc.otrs.com/doc/manual/admin/6 ... n.html#acl
good luck
Reference:
https://doc.otrs.com/doc/manual/admin/6 ... n.html#acl
good luck
- 16 Sep 2020, 07:12
- Forum: Help
- Topic: [SOLVED] pending auto close does not work
- Replies: 5
- Views: 227
- 16 Sep 2020, 05:37
- Forum: Help
- Topic: Permission problem
- Replies: 2
- Views: 149
Re: Permission problem
If my memory served me right, you also need to be an owner/responsible of the ticket before can move the ticket to another queue.
- 16 Sep 2020, 02:36
- Forum: Help
- Topic: Ticket notification change following upgrade to OTRS 6
- Replies: 2
- Views: 155
Re: Ticket notification change following upgrade to OTRS 6
Just use both <OTRS_AGENT_BODY> <OTRS_CUSTOMER_BODY> in the notification. Or if you really can't live with the "-", tag your ticket first (with dynamic field value) when submitting via agent/customer portal. For example, by using ACL, if ticket via customer portal, dynamic field channel = Portal For...
Re: Errors
Based on https://bugs.otrs.org/show_bug.cgi?id=14357, updating IO::Socket::SSL and Net::SMTP should resolved the issue..
good luck
good luck
- 08 Sep 2020, 17:27
- Forum: General
- Topic: Open Ticket Notification filter by dynamicfield
- Replies: 1
- Views: 201
Re: Open Ticket Notification filter by dynamicfield
Try to use Admin > PostMaster Filter
Search header 'To' = you otrs mailbox
Set Header X-OTRS-DyanmicField_xxx = Yes
Good luck
Search header 'To' = you otrs mailbox
Set Header X-OTRS-DyanmicField_xxx = Yes
Good luck
- 08 Sep 2020, 12:54
- Forum: Help
- Topic: Edit CMDB view columns
- Replies: 1
- Views: 176
Re: Edit CMDB view columns
ITSMConfigItem::Frontend::AgentITSMConfigItem###ShowColumnsByClass
- 04 Sep 2020, 16:02
- Forum: Help
- Topic: Agent Permissions not work after Queue change
- Replies: 3
- Views: 180
Re: Agent Permissions not work after Queue change
Hey, I have a strange problem in my OTRS. Queue A: RW permission Queue B: RO/ MOVE INTO/ MOVE - permission (Queue B is an under Queue of A) When a ticket is created in Queue B I only have RO/MOVE INTO/MOVE permission, which is exactly what I want. But as soon as I moved the ticket into Queue A (whe...
- 03 Sep 2020, 06:46
- Forum: Help
- Topic: [SOLVED] Logging of system configuration changes
- Replies: 3
- Views: 224
Re: Logging of system configuration changes
Either you can manually check exported modified configuration (System Configuration > Import/Export > Export) or running the sql. As a basic, the below sql should do SQL For Current Changes (Unique) SELECT sm.NAME, sm.effective_value AS MODIFIED_VALUE, sd.effective_value AS DEFAULT_VALUE, sm.change_...
- 01 Sep 2020, 14:15
- Forum: Developers
- Topic: Create a new environment variable using LDAP parameters
- Replies: 17
- Views: 865
Re: Create a new environment variable using LDAP parameters
1. Just tested it..look like must used the prefix 'User' So instead of AgentEntity => 'mail', Use UserEntity => 'mail', 2. XML should look like this <Setting Name="PreferencesGroups###Entity" Required="0" Valid="1"> <Description Translatable="1">Defines the config parameters of this item, to be show...
- 28 Aug 2020, 19:56
- Forum: Developers
- Topic: Create a new environment variable using LDAP parameters
- Replies: 17
- Views: 865
Re: Create a new environment variable using LDAP parameters
$Self->{'AuthSyncModule::LDAP::UserSyncMap2'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', UserPhoneNumber => 'telephonenumber', }; Did you write a new Module in Custom/Kernel/ adding a modification of System/Auth/Sync/LDAP.pm ? What did you change from ...
- 24 Aug 2020, 07:36
- Forum: Help
- Topic: synchronize user data
- Replies: 1
- Views: 132
Re: synchronize user data
If agent profile,
viewtopic.php?p=169633#p169633
For customer user, you just can expand the customer user mapping array with the additional attributes. E.g: sync telephonenumber from AD to otrs
viewtopic.php?p=169633#p169633
For customer user, you just can expand the customer user mapping array with the additional attributes. E.g: sync telephonenumber from AD to otrs
Code: Select all
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ],