Znuny and ((OTRS)) Community Edition

rey90

is there any risk on data loss if i installed it this way?

rey90

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

rey90

not for me. Any hint where to have a look? Debugging options?

rey90

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...

rey90

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...

rey90

ok thanks for your answers. i will use the notification events

rey90

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...

rey90

where must i configure this thing? It isn´t done by default, isn´t it?

rey90

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

rey90

ol thanks. isn´t it possible to extend the share memery in apache conf?

rey90

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

rey90

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...

rey90

thanks for this answer.

nobody done this before? and could post the steps/sourcecode?

rey90

thats also my information..

but the tool is quite good for having an overview an see the SLAs

rey90

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

rey90

just see apache error log

/var/log/apache/error.log

rey90

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.

rey90

any hint for version 3.1.x?

rey90

try to change the line

Code: Select all

AutoResponseType => 'autoreply',
 in
Kernel/Modules/AgentTicketPhone.pm
to:
   AutoResponseType => '',

waiting for your feedback. thx

rey90

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

see attached!

rey90

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 ...

rey90

or write an cronjob

rey90

are you sure it is a database problem?
You are right i have changed the prioritiy names...
and state typs are only 2 allowed

rey90

any hint for me to solve this cache problem?

rey90

SOLVED!:

NEVER DELETE CACHE FILES!!!

rey90

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

rebuild config
delete cache

Same problem

rey90

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?

rey90 · Re: update to OTRS 3.1.11 TicketFilter Breaks Tickets -> View Status

Tickets -> View Status

rey90 · Re: update to OTRS 3.1.11 TicketFilter Breaks did nobody have the same problem?

did nobody have the same problem?

rey90

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

rey90

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...

rey90

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?

rey90

do you have any solution for this? i have nearly the same problem

rey90

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_german2mys...

rey90

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

rey90

ok thanks. missunderstanding.

rey90

thanks for your help.

@ crythias: could you please post the direct link to this option, i cant find it in sysconfig

rey90

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

rey90

it isn´t possible for me to use the autoresponse function, because i have different email addresses for every queue

rey90

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...

rey90

ok thanks for that info. a option for the customer would be nice.. i will post it @otrsideas

rey90

i can only change the password lengh and charakters requiered, but there is no option: "Block after x wrong logins" or im i wrong?

rey90

thanks for the quick answer, any other possiblities?

rey90

thanks. could you please explain this a little bit and maybe post a link

rey90

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

rey90

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

thanks for your help so far

rey90

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

so the agents haven´t ask.. "are your data correct?"

rey90

any other suggestions? or ideas?

rey90

Hello

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

Thanks.

Regards
Rey90

rey90

ok your right my fault.
Thanks

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