Search found 215 matches

by skullz
03 Apr 2020, 06:07
Forum: Help
Topic: selectively poor DB performance after migration to new environment
Replies: 2
Views: 42

Re: selectively poor DB performance after migration to new environment

try to optimize table ticket, ticket_history, articles

good luck
by skullz
03 Apr 2020, 06:03
Forum: General
Topic: CMDB Search bug
Replies: 4
Views: 51

Re: CMDB Search bug

Upon checking the addon, there some note there..

"Package update will overwrite the SysConfig value for Loader::Agent::CommonJS###100-ConfigurationManagement"

there your hints.
by skullz
01 Apr 2020, 06:51
Forum: General
Topic: SetOwner to Dynamic Field
Replies: 10
Views: 97

Re: SetOwner to Dynamic Field

Transition Action 1. Owner to DynamicField Transition Action = DynamicFieldSet Key = InitialOwner Value = <OTRS_TICKET_OwnerID> Key = UserID Value = 1 2. DynamicField To Owner Transition Action = TicketOwnerSet Key = OwnerID Value = <OTRS_TICKET_DynamicField_InitialOwner> Key = UserID Value = 1 Good...
by skullz
31 Mar 2020, 21:09
Forum: Help
Topic: After the update it stll looks for old cache file
Replies: 8
Views: 71

Re: After the update it stll looks for old cache file

try as otrs user, (opt/otrs)

1. $OTRS_HOME/bin/otrs.Console.pl Maint::Loader::CacheCleanup

2. delete everything under $OTRS_HOME/var/tmp/

3. restart apache

good luck
by skullz
31 Mar 2020, 11:36
Forum: General
Topic: Custom Field on "Add Customer" page
Replies: 13
Views: 24260

Re: Custom Field on "Add Customer" page

After add the field via dynamic field, you still need to define them in Config.pm (CustomerUser mapping) .

https://blog.otrs.com/2017/10/25/otrs-6 ... omer-user/
by skullz
30 Mar 2020, 16:22
Forum: OTRS Developers
Topic: [Question] RS4OTRS_API Addon From Radiant
Replies: 0
Views: 28

[Question] RS4OTRS_API Addon From Radiant

Hi all, Now im testing the RS4OTRS_API Addon From Radiant . Based on /tickets/getTicketList api (https://rs4otrs.com/collections/free-add-ons/products/json-api ) the required and optional api is as below Get ticket list (/tickets/getTicketList) ---------------------------------------- Required param...
by skullz
29 Mar 2020, 17:42
Forum: OTRS Marketplace
Topic: RS4OTRS Mobile - Mobile app for OTRS 6 CE
Replies: 4
Views: 143

Re: RS4OTRS Mobile

Regarding th API JSON addon, not actually a bug. just a reminder. if you are using Ticket Number Generator - Auto Increment, do avoid set the system id that start with 0. Because it will generate a ticket number start with 0*******. and will break the JSON decode response format. JSON not valid due ...
by skullz
27 Mar 2020, 13:18
Forum: Help
Topic: Process management. Unabel to set checkbox to unset
Replies: 4
Views: 38

Re: Process management. Unabel to set checkbox to unset

Code: Select all

Key = Done    Value = 0
Key = UserID  Value = 1
by skullz
27 Mar 2020, 07:58
Forum: General
Topic: Microsoft Teams integration for OTRS
Replies: 2
Views: 99

Re: Microsoft Teams integration for OTRS

Great..I will test this out, play around with it..modify a bit..
At least now I have work/something to do during my country RMO.
by skullz
26 Mar 2020, 13:47
Forum: Help
Topic: How to send a ticket info to external system when ticket is created?
Replies: 8
Views: 143

Re: How to send a ticket info to external system when ticket is created?

You actually can do it by using Generic Agent and custom script module. But of course, you need to have a knowledge in programming. 1. Run generic agent upon even ticket create with high priority. 2. Execute custom module. Generic agent will pass the value of effected ticket (ticket id), use this ti...
by skullz
17 Mar 2020, 18:08
Forum: Help
Topic: Prefill article value with last article typed by the same user
Replies: 2
Views: 82

Re: Prefill article value with last article typed by the same user

Article is communication in the ticket..
as for now, no way to copy the contents of 1st article -> paste the content to next article and allowing the user modify the article.

why not using Dynamic Field instead ? that way it can be edit by user
by skullz
17 Mar 2020, 10:33
Forum: Help
Topic: [Solved] Can't see sub-queue in Ticket Queue View
Replies: 3
Views: 105

Re: Can't see sub-queue in Ticket Queue View

As per default, I think thats not available
by skullz
11 Mar 2020, 10:04
Forum: Help
Topic: [Solved] Can't see sub-queue in Ticket Queue View
Replies: 3
Views: 105

Re: Can't see sub-queue in Ticket Queue View

Any chance that state '*Reviewed* is closed state type?
by skullz
05 Mar 2020, 05:35
Forum: Help
Topic: [Solved]Auto setting owner as the current login user in process ticket
Replies: 10
Views: 183

Re: Auto setting owner as the current login user in process ticket

<OTRS_Ticket_Created> Hi, This should be a timestamp, maybe <OTRS_Ticket_CreatedBy> works. Never tried it. - Roy Lock is to determine an agent is working on the ticket..thus if the ticket is originally unlock, when lock, it should auto assign current user as owner.. Not sure why its not working..al...
by skullz
04 Mar 2020, 14:55
Forum: Help
Topic: [Solved]Auto setting owner as the current login user in process ticket
Replies: 10
Views: 183

Re: Auto setting owner as the current login user in process ticket

Hey man, What is the use of setting the Lock as lock? I have tried and the owner wouldn't change. It is still the Admin OTRS. Capture.JPG I would like to set the owner in process information as the current login user automatically after he/she created a ticket. BTW, thanks for replying. Best regard...
by skullz
04 Mar 2020, 10:36
Forum: Help
Topic: [Solved]Auto setting owner as the current login user in process ticket
Replies: 10
Views: 183

Re: Auto setting owner as the current login user in process ticket

Try,

Module => TicketLockSet
Key: Lock Value: lock

Good luck
by skullz
04 Mar 2020, 02:06
Forum: General
Topic: Searchparameters in URL - more than one filter?
Replies: 8
Views: 192

Re: Searchparameters in URL - more than one filter?

Try

StateType=new;StateType=open;StateType=pending reminder;

Good luck
by skullz
22 Feb 2020, 13:41
Forum: Help
Topic: Create a new field
Replies: 8
Views: 188

Re: Create a new field

For calculation, you may want to refer Generic Agent and execute custom module.. Afraid, this require programming skill.
by skullz
15 Feb 2020, 15:59
Forum: Help
Topic: long time for create ticket through OTRS API (REST)
Replies: 1
Views: 83

Re: long time for create ticket through OTRS API (REST)

If you are also using article create api, try to turn off notification. But of course, no notification will be send.

NoAgentNotify => 1,

Good luck
by skullz
15 Feb 2020, 15:53
Forum: Help
Topic: Modify GenericInterface.xml on OTRS 6.0.3
Replies: 5
Views: 692

Re: Modify GenericInterface.xml on OTRS 6.0.3

1. Maint::Config::Rebuild --cleanup

2. Maint::Config::Sync
by skullz
13 Feb 2020, 10:32
Forum: Help
Topic: [Solved]Dynamically setting the responsible
Replies: 2
Views: 93

Re: Dynamically setting the responsible

Code: Select all

ResponsibleID => <OTRS_TICKET_OwnerID>
UserID => 1
good luck
by skullz
12 Feb 2020, 08:10
Forum: Help
Topic: [Solved] PDF output Chinese Characters
Replies: 4
Views: 139

Re: PDF output Chinese Characters

may be client rendering issue ? If using Windows 10, - Using the Start menu search for Manage Optional Features. - Select Add a feature - From the list of available features select Chinese (Traditional/Simplied) Supplemental Fonts. - Select Install not sure gonna solve your issue or not, but good luck
by skullz
29 Jan 2020, 13:53
Forum: Help
Topic: Ticket Number got reset to "0". can I fix?
Replies: 2
Views: 92

Re: Ticket Number got reset to "0". can I fix?

Check on $otrs_home/var/log/TicketCounter.log for v5
by skullz
29 Jan 2020, 13:51
Forum: Help
Topic: No field "to" when change owner.
Replies: 3
Views: 75

Re: No field "to" when change owner.

Do check at Ticket::Frontend::AgentTicketOwner###InformAgent

Good luck
by skullz
22 Jan 2020, 06:54
Forum: General
Topic: Update from 6.0.23 to 6.0.25
Replies: 18
Views: 473

Re: Update from 6.0.23 to 6.0.25

Install and update is two different thing..if you wish still using rpm, I suggest follow official doc for upgrade. Ok, I will utilize the rpm command versus the KB I was using previously. Correct me if im wrong..upgrading then restoring old backup didn't make sense as you will revert back to previo...
by skullz
22 Jan 2020, 01:44
Forum: General
Topic: Update from 6.0.23 to 6.0.25
Replies: 18
Views: 473

Re: Update from 6.0.23 to 6.0.25

I can only assume after I installed 6.0.25 -- and then did a restore of my backup, it threw back in an html file that has 6.0.23 within the "Footer" file. If all this is referencing is a html file; where does this footer information reside and I can compare it to another OTRS server? This is now I ...
by skullz
21 Jan 2020, 10:15
Forum: General
Topic: Update from 6.0.23 to 6.0.25
Replies: 18
Views: 473

Re: Update from 6.0.23 to 6.0.25

As per https://doc.otrs.com/doc/manual/admin/6 ... ating.html

shell > rpm -Uvh otrs-x.x.x.-01.rpm
by skullz
13 Jan 2020, 08:25
Forum: General
Topic: GeneralCatalog-6.0.25 is not verified by the OTRS Group!
Replies: 2
Views: 191

Re: GeneralCatalog-6.0.25 is not verified by the OTRS Group!

Not sure what the issue, but you can force install by turn on allow non verified package (cant remember exact name) in sys config
by skullz
11 Jan 2020, 15:26
Forum: OTRS Developers
Topic: Text with break lines becomes \r \n
Replies: 1
Views: 288

Re: Text with break lines becomes \r \n

Try to set content as html

ContentType => 'text/html; charset=utf-8'

Good luck
by skullz
09 Jan 2020, 20:18
Forum: Help
Topic: GenericInterface REST Authorization issues
Replies: 4
Views: 183

Re: GenericInterface REST Authorization issues

Perhaps you sso config is overwrite default db auth..

Try to add this line under config.pm

$Self->{'AuthModule1'} = 'Kernel::System::Auth::DB';

Good luck
by skullz
19 Nov 2019, 09:29
Forum: Help
Topic: Remainder for Customer about open ticket
Replies: 3
Views: 234

Re: Remainder for Customer about open ticket

When reply set the state to pending auto close +/- and set the date.
upon reach the date, the ticket will be close.
by skullz
31 Oct 2019, 17:51
Forum: Help
Topic: OTRS Attribute Last Note/FreeText Stats
Replies: 1
Views: 156

Re: OTRS Attribute Last Note/FreeText Stats

Just create a ticket dynamic field , enable them at close ticket screen..put every resolution in this dynamic field
by skullz
31 Oct 2019, 17:45
Forum: General
Topic: ACL hide CustomerUser
Replies: 8
Views: 619

Re: ACL hide CustomerUser

May not be the total solution.. Eventhough agent still can select this customer, but the Queue field will be empty, thus disable ability to create a ticket on behalf this customer. Properties - CustomerUser -- UserLogin = customer1 - Frontend -- Action = AgentTicketPhone PossibleNot - Ticket -- Queu...
by skullz
08 Oct 2019, 09:43
Forum: OTRS Developers
Topic: ITSM - DynamicFieldITSMConfigItem vs. Notification
Replies: 9
Views: 964

Re: ITSM - DynamicFieldITSMConfigItem vs. Notification

i dont think this possible without development. since DynamicField_URC contains the ID of the config item, you MAY : 1. use Generic Ageneric, upon DynamicField_URC update or ticket create or any event, execute custom module 2. This custom module should get the ticket details first including DynamicF...
by skullz
07 Oct 2019, 06:48
Forum: General
Topic: Dynamic Field (Customer User) - Ticket Search
Replies: 2
Views: 422

Re: Dynamic Field (Customer User) - Ticket Search

You only can search by ticket dynamic field instead customer user dynamic field.

However, do check the system configuration something like 'DynamicFieldFromCustomerUser'..
there is an option to import data from customer user into ticket dynamic field upon ticket create/customer update

good luck
by skullz
02 Oct 2019, 06:43
Forum: Help
Topic: Ticket printing
Replies: 9
Views: 351

Re: Ticket printing

perl module PDF::API2 installed ?
by skullz
11 Sep 2019, 04:32
Forum: OTRS Developers
Topic: ITSM - DynamicFieldITSMConfigItem vs. Notification
Replies: 9
Views: 964

Re: ITSM - DynamicFieldITSMConfigItem vs. Notification

OTRS v5.0.x?
may be bug https://bugs.otrs.org/show_bug.cgi?id=12409

updating to latest release should be good
by skullz
10 Sep 2019, 19:58
Forum: Help
Topic: Retroactively entering ticket note
Replies: 2
Views: 204

Re: Retroactively entering ticket note

Use Dynamic field under Article instead
by skullz
30 Aug 2019, 05:23
Forum: General
Topic: ArticleGet 'Body' deserialization
Replies: 2
Views: 446

Re: ArticleGet 'Body' deserialization

Wonder why you use Webservice for create/update ticket since you already use the API instead when getting the data. Why not use API also 8)

however, if you using soap webservice, try passing it as CDATA

Code: Select all

<![CDATA[$bodyCopy]]>
good luck
by skullz
30 Aug 2019, 05:08
Forum: General
Topic: Migrate OTRS 6.0 to another server
Replies: 4
Views: 597

Re: Migrate OTRS 6.0 to another server

[OLD SERVER] otrs fullbackup [NEW SERVER] 1. Install new otrs completely. Make sure this can connect to db, login, create ticket, etc.. 2. If new otrs db also created, drop the new otrs db. 3. Backup Config.pm to somewhere 3. use otrs Restore script 4. Restore back Config.pm 5. use otrs set permissi...
by skullz
17 Aug 2019, 23:32
Forum: OTRS Developers
Topic: ITSM - DynamicFieldITSMConfigItem vs. Notification
Replies: 9
Views: 964

Re: ITSM - DynamicFieldITSMConfigItem vs. Notification

<OTRS_TICKET_DynamicField_URC_Value>
by skullz
18 Jul 2019, 08:16
Forum: OTRS Developers
Topic: how to move activity to another in Process Management
Replies: 4
Views: 482

Re: how to move activity to another in Process Management

As per above, define the logic rule at transition

Additionally, for transition action , its better to also pass UserID => 1 param to bypass current user permission.
(Userid=1 is root@localhost which should have all permission)
by skullz
18 Jul 2019, 08:11
Forum: OTRS Developers
Topic: Generic Agent Custom module
Replies: 1
Views: 393

Re: Generic Agent Custom module

Restart htppd..try again..see the log
by skullz
06 Jul 2019, 12:38
Forum: General
Topic: [Solved] OTRS API - HTML Body possible?
Replies: 3
Views: 627

Re: OTRS API - HTML Body possible?

ContentType => 'text/plain; charset=ISO-8859-15',

To

ContentType => 'text/html; charset=utf-8',
by skullz
05 Jul 2019, 16:06
Forum: OTRS Developers
Topic: [SOLVED] Search Config Item By XML Data Using API
Replies: 1
Views: 310

Re: Search Config Item By XML Data Using API

Ignore..my bad..wrong format of date
by skullz
05 Jul 2019, 15:21
Forum: OTRS Developers
Topic: [SOLVED] Search Config Item By XML Data Using API
Replies: 1
Views: 310

[SOLVED] Search Config Item By XML Data Using API

Hi all, Currently, im building a script to search the config item based on Warranty Expiration Data Based on /opt/otrs/Kernel/System?ITSMConfigItem.pm ( ConfigItemSearchExtended()), here my code.. However, it returns nothing..perhaps some code error under 'What' param. If i remove the 'What' param w...
by skullz
29 May 2019, 14:49
Forum: Help
Topic: Create appointments based on dynamic field values
Replies: 2
Views: 250

Re: Create appointments based on dynamic field values

try this few month back..no successful.. end up writing Generic Agent based event module to create an appointment based on ticket dynamic field create appointment : https://doc.otrs.com/doc/api/otrs/6.0/Perl/Kernel/System/Calendar/Appointment.pm.html#AppointmentCreate link it with ticket : https://d...
by skullz
11 Mar 2019, 17:46
Forum: Help
Topic: New email ticket being picked up as follow up on current ticket
Replies: 3
Views: 308

Re: New email ticket being picked up as follow up on current ticket

Do you customer use the forward function to send the email to OTRS ? Sometime outlook will append previous message id to this email as references.. im not sure if im write this correctly.. You might want to enable article plain text function to check the article header.. and in OTRS 6 by default, Po...