Search found 70 matches

by rey90
06 Aug 2015, 15:06
Forum: General
Topic: install ITSM modules
Replies: 3
Views: 426

Re: install ITSM modules

is there any risk on data loss if i installed it this way?
by rey90
06 Aug 2015, 14:30
Forum: General
Topic: install ITSM modules
Replies: 3
Views: 426

install ITSM modules

Hello

i am using OTRS 4.0.10 and we are now planing to add the ITSM Modules. Is it possible to just add these ITSM pakages to an currently running instalation? or must i reinstall otrs completly?

Thanks for an answer

Best Regards
Rey90
by rey90
20 Jun 2014, 14:16
Forum: Howtos
Topic: Agent Preferences - How to add a field
Replies: 14
Views: 35125

Re: Agent Preferences - How to add a field

not for me. Any hint where to have a look? Debugging options?
by rey90
20 Jun 2014, 09:09
Forum: General
Topic: Telefonnumber not shown in agentpreference
Replies: 1
Views: 346

Telefonnumber not shown in agentpreference

Hello as explained in the headline, the telefonnumber field is not displayed in the agentpreference. as anyone an idea? Config.pm: $Self->{PreferencesGroups}->{Phone} = { Module => 'Kernel::Output::HTML::PreferencesGeneric', Colum => 'Other Settings', Label => 'Phone Number', Desc => 'Telephone numb...
by rey90
15 May 2014, 09:12
Forum: Help
Topic: Systemmonitoring Dynamic Field not completly field?
Replies: 0
Views: 242

Systemmonitoring Dynamic Field not completly field?

Hello OTRS: 3.3.4 Systemmonitroning: 2.5.2 I read in the Systemmonitoring Doku that there are some Dynamic Fields which are filt if there ist an Nagiosticket. I have configured all settings for this Plugin, also Dynmaicfields TicketFreeText1,.... When I look into the Tickethistory the first entry is...
by rey90
01 Oct 2013, 10:50
Forum: Help
Topic: [solved] Follow UP Mail
Replies: 6
Views: 889

Re: Follow UP Mail

ok thanks for your answers. i will use the notification events
by rey90
30 Sep 2013, 16:16
Forum: Help
Topic: [solved] Follow UP Mail
Replies: 6
Views: 889

Re: Follow UP Mail

i think it makes sense to tell everyone how is also responsible for the queue about an ticketupdate, as well as an ticketclose. Do you know where i have to code, to get this working? Without use the workaround: reply or forward? replay, also tells the customer about the update... but the note is onl...
by rey90
30 Sep 2013, 15:35
Forum: Help
Topic: [solved] Follow UP Mail
Replies: 6
Views: 889

Re: Follow UP Mail

where must i configure this thing? It isn´t done by default, isn´t it?
by rey90
30 Sep 2013, 10:29
Forum: Help
Topic: [solved] Follow UP Mail
Replies: 6
Views: 889

[solved] Follow UP Mail

Hello

Is the following possible?

1.) A Ticket note is written by an Agent
2.) Send email "New Note" to all agents which have marked the queue as "MyQueue"

Thanks for qour help and answers

Regards
Rey90
by rey90
21 Nov 2012, 11:53
Forum: Help
Topic: Extend Adminlog
Replies: 2
Views: 450

Re: Extend Adminlog

ol thanks. isn´t it possible to extend the share memery in apache conf?
by rey90
21 Nov 2012, 10:21
Forum: Help
Topic: Extend Adminlog
Replies: 2
Views: 450

Extend Adminlog

Hello

is it possbile to view more then 400 entries in the Adminlog?

I have found something in Adminlog.pm
my $Log = $Self->{LogObject}->GetLog( Limit => 400 ) || '';

If i change this to 1000 nothing happened :(
by rey90
19 Nov 2012, 10:39
Forum: Help
Topic: change responsible name in Customer interface
Replies: 4
Views: 788

Re: change responsible name in Customer interface

thanks for your help.

i have found the necessary files ... but don´t know what to change...

i will have a detailed look in these files...
by rey90
13 Nov 2012, 18:44
Forum: Help
Topic: change responsible name in Customer interface
Replies: 4
Views: 788

Re: change responsible name in Customer interface

thanks for this answer.

nobody done this before? and could post the steps/sourcecode?
by rey90
12 Nov 2012, 12:38
Forum: Help
Topic: How to use OTRS manager
Replies: 4
Views: 1037

Re: How to use OTRS manager

thats also my information..

but the tool is quite good for having an overview an see the SLAs
by rey90
12 Nov 2012, 12:36
Forum: Help
Topic: change responsible name in Customer interface
Replies: 4
Views: 788

change responsible name in Customer interface

Hello

is it possible to replace the agents short name(TAG) with the agents full name in the customer interface?
Editing CustomerTicketZoom.dtl -> Qdata("responsible") to Qdata("Userfirstname") doesn´t work
(see screenshot)

Thanks for your help
by rey90
12 Nov 2012, 12:32
Forum: Help
Topic: (SOLVED) "500 Internal Server Error" after editing ACL
Replies: 2
Views: 631

Re: "500 Internal Server Error" after editing ACL

just see apache error log

/var/log/apache/error.log
by rey90
08 Nov 2012, 14:38
Forum: Help
Topic: How to use OTRS manager
Replies: 4
Views: 1037

Re: How to use OTRS manager

i think it is free to use but im not 100% sure.

mostly the database server and otrs webserver are on the same maschine. so you can enter the same information.

I can´t find any documentation - just click and try.
by rey90
06 Nov 2012, 13:01
Forum: Help
Topic: How to color the tickets into the small view overview
Replies: 3
Views: 594

Re: How to color the tickets into the small view overview

any hint for version 3.1.x?
by rey90
06 Nov 2012, 12:56
Forum: Help
Topic: (SOLVED) Why are notifications sending from a phone ticket?
Replies: 11
Views: 1367

Re: Why are notifications sending from a phone ticket???

try to change the line

Code: Select all

AutoResponseType => 'autoreply',
 in
Kernel/Modules/AgentTicketPhone.pm
to:
   AutoResponseType => '',
waiting for your feedback. thx
by rey90
05 Nov 2012, 15:46
Forum: Help
Topic: update to OTRS 3.1.11 TicketFilter Breaks!
Replies: 17
Views: 2829

Re: update to OTRS 3.1.11 TicketFilter Breaks!

you are right is is very complicate to explain a screenshout will be easier.
sry my fault.

see attached!
by rey90
05 Nov 2012, 09:52
Forum: Help
Topic: update to OTRS 3.1.11 TicketFilter Breaks!
Replies: 17
Views: 2829

Re: [SOLVED]update to OTRS 3.1.11 TicketFilter Breaks!

The Cronjob yesterday to delete the cache has now du the same... All Tickets are in the View Open this is the url to the view: index.pl?Action=AgentTicketStatusView ;SortBy=Age; OrderBy=Down; View=; Filter=Open; Session=104ebf1cd89c0802613b9621c5bac9ca4e Looks OK for me... but do not shows only the ...
by rey90
25 Oct 2012, 11:06
Forum: General
Topic: Email
Replies: 2
Views: 503

Re: Email

or write an cronjob
by rey90
25 Oct 2012, 11:00
Forum: Help
Topic: update to OTRS 3.1.11 TicketFilter Breaks!
Replies: 17
Views: 2829

Re: [SOLVED]update to OTRS 3.1.11 TicketFilter Breaks!

are you sure it is a database problem?
You are right i have changed the prioritiy names...
and state typs are only 2 allowed
by rey90
22 Oct 2012, 10:30
Forum: Help
Topic: update to OTRS 3.1.11 TicketFilter Breaks!
Replies: 17
Views: 2829

Re: [SOLVED]update to OTRS 3.1.11 TicketFilter Breaks!

any hint for me to solve this cache problem?
by rey90
19 Oct 2012, 11:56
Forum: Help
Topic: update to OTRS 3.1.11 TicketFilter Breaks!
Replies: 17
Views: 2829

Re: update to OTRS 3.1.11 TicketFilter Breaks!

SOLVED!:

NEVER DELETE CACHE FILES!!!
by rey90
19 Oct 2012, 08:21
Forum: Help
Topic: update to OTRS 3.1.11 TicketFilter Breaks!
Replies: 17
Views: 2829

Re: update to OTRS 3.1.11 TicketFilter Breaks

i have copied the dir to the new Version, changed nothing!

rebuild config
delete cache

Same problem
by rey90
18 Oct 2012, 15:19
Forum: Help
Topic: update to OTRS 3.1.11 TicketFilter Breaks!
Replies: 17
Views: 2829

Re: update to OTRS 3.1.11 TicketFilter Breaks

could you please give me a hint were to search for this problem?

BTW: The Database is the same. i haven´t changed anything there, only the files while updating.. are you sure the Sysconfig is the problem?
by rey90
18 Oct 2012, 15:01
Forum: Help
Topic: update to OTRS 3.1.11 TicketFilter Breaks!
Replies: 17
Views: 2829

Re: update to OTRS 3.1.11 TicketFilter Breaks

Tickets -> View Status
by rey90
18 Oct 2012, 14:47
Forum: Help
Topic: update to OTRS 3.1.11 TicketFilter Breaks!
Replies: 17
Views: 2829

Re: update to OTRS 3.1.11 TicketFilter Breaks

did nobody have the same problem?
by rey90
18 Oct 2012, 10:07
Forum: Help
Topic: update to OTRS 3.1.11 TicketFilter Breaks!
Replies: 17
Views: 2829

update to OTRS 3.1.11 TicketFilter Breaks!

Hello

i have updateded to OTRS 3.1.11 today.
After that the Ticket Status Filter is broken.
All Tickets are shown as open once. But State is "Closed successfull"

Any Ideas?
Thanks

Rey90
by rey90
15 Oct 2012, 14:23
Forum: Help
Topic: Postmasterfilter SET
Replies: 4
Views: 518

Re: Postmasterfilter SET

in this point of view i didn´t care about the customer. i will use a dummy customer. this should catch all tickets which are created in attendance. The easiest and fastes way for me: Just Forward this email requests to OTRS the email filter is configured to expect only internal email address for thi...
by rey90
15 Oct 2012, 14:15
Forum: Help
Topic: Postmasterfilter SET
Replies: 4
Views: 518

Re: Postmasterfilter SET

why not?

agent sends email to otrs -> new ticket created -> he is responsible and owner

how can i use the EMAILFROM Address in the SET section?
by rey90
15 Oct 2012, 13:31
Forum: Help
Topic: PostMaster Filter parts of body with wildcard
Replies: 4
Views: 1697

Re: PostMaster Filter parts of body with wildcard

do you have any solution for this? i have nearly the same problem
by rey90
15 Oct 2012, 12:07
Forum: Help
Topic: PHP Dashboard - First Response Escalation
Replies: 2
Views: 1021

Re: PHP Dashboard - First Response Escalation

maybe some of this functions could help you: ´function date_mysql2german($date) { if($date == "NULL") { return "NULL"; } $d = explode("-",$date); return sprintf("%02d.%02d.%04d", $d[2], $d[1], $d[0])." ".substr($d[2],2,10); } function date_german2mysql($date) { $d = explode(".",$date); return sprint...
by rey90
15 Oct 2012, 09:05
Forum: Help
Topic: Postmasterfilter SET
Replies: 4
Views: 518

Postmasterfilter SET

Hello all

i want to do the follwing with the postmaster filter, but didn´t know how to do this, thanks for your help so far!

IF(
TO: xxx@xxx.de
)
SET(
QUEUE="first queue"
Responsible=EMAIL-HEADER:FROM
)

Is this possible?

Regards
Rey90
by rey90
08 Oct 2012, 15:15
Forum: Help
Topic: [SOLVED]dont send create email to customer
Replies: 9
Views: 916

Re: dont send create email to customer

ok thanks. missunderstanding.
by rey90
08 Oct 2012, 14:00
Forum: Help
Topic: [SOLVED]dont send create email to customer
Replies: 9
Views: 916

Re: dont send create email to customer

thanks for your help.

@ crythias: could you please post the direct link to this option, i cant find it in sysconfig
by rey90
08 Oct 2012, 13:34
Forum: Help
Topic: [SOLVED]dont send create email to customer
Replies: 9
Views: 916

Re: dont send create email to customer

ok understood. but dont want to send an email to the customer if the ticket is created by the agent. Only if the ticket is created via customer webfrontend
by rey90
08 Oct 2012, 12:01
Forum: Help
Topic: [SOLVED]dont send create email to customer
Replies: 9
Views: 916

Re: dont send create email to customer

it isn´t possible for me to use the autoresponse function, because i have different email addresses for every queue
by rey90
08 Oct 2012, 11:11
Forum: Help
Topic: [SOLVED]dont send create email to customer
Replies: 9
Views: 916

[SOLVED]dont send create email to customer

Hello is it possible to disable the event notification to customer if the agent created the ticket? This could be useful if the agent created the ticket after the problem is solved. This will cause a TicketCreate Mail and a Ticket Close mail to the customer in a short timeintervall. Thanks Regards R...
by rey90
05 Oct 2012, 11:56
Forum: Help
Topic: block user at too many wrong logins
Replies: 8
Views: 1556

Re: block user at too many wrong logins

ok thanks for that info. a option for the customer would be nice.. i will post it @otrsideas
by rey90
02 Oct 2012, 16:34
Forum: Help
Topic: block user at too many wrong logins
Replies: 8
Views: 1556

Re: block user at too many wrong logins

i can only change the password lengh and charakters requiered, but there is no option: "Block after x wrong logins" or im i wrong?
by rey90
01 Oct 2012, 09:19
Forum: Help
Topic: block user at too many wrong logins
Replies: 8
Views: 1556

Re: block user at too many wrong logins

thanks for the quick answer, any other possiblities?
by rey90
01 Oct 2012, 09:14
Forum: Help
Topic: block user at too many wrong logins
Replies: 8
Views: 1556

Re: block user at too many wrong logins

thanks. could you please explain this a little bit and maybe post a link
by rey90
01 Oct 2012, 08:41
Forum: Help
Topic: block user at too many wrong logins
Replies: 8
Views: 1556

block user at too many wrong logins

Hello all

is it possible to block/deny the access for a user which has typed 5 times the wrong password?
So he can´t login for 5min?
Otherwise Brute-Force Attack is possbile...

Thanks for your help

Regards
Rey90
by rey90
18 Sep 2012, 11:02
Forum: Help
Topic: [CLOSED]Customer should change there data
Replies: 6
Views: 1262

Re: Customer should change there data

ok thats to much work it think. so just forget my request ;)

thanks for your help so far
by rey90
18 Sep 2012, 10:43
Forum: Help
Topic: [CLOSED]Customer should change there data
Replies: 6
Views: 1262

Re: Customer should change there data

i want to allow the customer to change there mail address...

so the agents haven´t ask.. "are your data correct?"
by rey90
17 Sep 2012, 15:51
Forum: Help
Topic: [CLOSED]Customer should change there data
Replies: 6
Views: 1262

Re: Customer should change there data

any other suggestions? or ideas?
by rey90
17 Sep 2012, 13:18
Forum: Help
Topic: [CLOSED]Customer should change there data
Replies: 6
Views: 1262

[CLOSED]Customer should change there data

Hello

is it possible to let the customer changes his perferences by himself?
e.g. Email, Street, Telefon,...

Thanks.

Regards
Rey90
by rey90
11 Sep 2012, 15:26
Forum: Help
Topic: [SOLVED] Notification Event "Article Create"
Replies: 4
Views: 1050

Re: Notification Event "Article Create" [SOLVED]

ok your right my fault.
Thanks