OtterHub - Forum for the ((OTRS)) Community Edition

skullz

try to optimize table ticket, ticket_history, articles

good luck

skullz

Upon checking the addon, there some note there..

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

there your hints.

skullz

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...

skullz

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

skullz

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/

skullz

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...

skullz

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 ...

skullz

Code: Select all

Key = Done    Value = 0
Key = UserID  Value = 1

skullz

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.

skullz

There is no exact example, but maybe you can start here..

viewtopic.php?f=62&t=41299

skullz

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...

skullz

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

skullz

As per default, I think thats not available

skullz

Any chance that state '*Reviewed* is closed state type?

skullz

<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...

skullz

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...

skullz

Try,

Module => TicketLockSet
Key: Lock Value: lock

Good luck

skullz

Try

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

Good luck

skullz

For calculation, you may want to refer Generic Agent and execute custom module.. Afraid, this require programming skill.

skullz

Perhaps, you are looking at Customer User - Group relation.

https://doc.otrs.com/doc/manual/admin/s ... roups.html

skullz

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

skullz

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

2. Maint::Config::Sync

skullz

Code: Select all

ResponsibleID => <OTRS_TICKET_OwnerID>
UserID => 1

good luck

skullz

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

skullz

Check on $otrs_home/var/log/TicketCounter.log for v5

skullz

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

Good luck

skullz

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...

skullz

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 ...

skullz

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

shell > rpm -Uvh otrs-x.x.x.-01.rpm

skullz

Not sure what the issue, but you can force install by turn on allow non verified package (cant remember exact name) in sys config

skullz

Try to set content as html

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

Good luck

skullz

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

skullz

When reply set the state to pending auto close +/- and set the date.
upon reach the date, the ticket will be close.

skullz

Just create a ticket dynamic field , enable them at close ticket screen..put every resolution in this dynamic field

skullz

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...

skullz

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...

skullz

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

skullz

perl module PDF::API2 installed ?

skullz

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

updating to latest release should be good

skullz

Use Dynamic field under Article instead

skullz

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

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

Code: Select all

<![CDATA[$bodyCopy]]>

good luck

skullz

[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...

skullz

<OTRS_TICKET_DynamicField_URC_Value>

skullz

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)

skullz

Restart htppd..try again..see the log

skullz

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

To

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

skullz

Ignore..my bad..wrong format of date

skullz

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...

skullz

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...

skullz

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...

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