Search found 50 matches

by did12345
18 May 2015, 09:51
Forum: Help
Topic: Additional customer information
Replies: 4
Views: 1263

Re: Additional customer information

help please :( anyone?
by did12345
13 May 2015, 09:07
Forum: Help
Topic: Additional customer information
Replies: 4
Views: 1263

Additional customer information

Hello, What is the procedure to: 1. add extra fields to the Customer information (example. card number and expiry date) --> i have added the columns to the database and the lines to the config.pm to the customerUser map section (copied from the defaults.pm) [ 'UserField1', 'field1', 'field1', 1, 0, ...
by did12345
12 May 2015, 10:05
Forum: Ayuda
Topic: ERROR LDAP [196] First bind failed! Bad file descriptor
Replies: 1
Views: 4801

Re: ERROR LDAP [196] First bind failed! Bad file descriptor

para recuperar a los clientes desde el LDAP, hay 2 formas, en el nuevo OTRS 4 puedes configurarlo directamente desde la interface, en los "antiguos" hay que hacerlo desde el config.pm ahora bien, checa bien tu defaults.pm para ver el Customer Information. Lo que debes hacer es crear un utilisador qu...
by did12345
12 May 2015, 10:01
Forum: Ayuda
Topic: lentitud en OTRS
Replies: 7
Views: 6346

Re: lentitud en OTRS

modificaste algo en el sistema?
ve el log de OTRS y apache, igual MySQL

aveces otrs busca tablas que no existen en MySQL y eso causa muchos problemas de lentitud
by did12345
12 May 2015, 10:00
Forum: Ayuda
Topic: Cómo notificar a agente respuesta en ticket?
Replies: 4
Views: 5055

Re: Cómo notificar a agente respuesta en ticket?

normalmente cada agente lo selecciona en sus opciones personales, el hecho de recibir notificaciones y ser dueño o encargado del ticket, hace que automaticamente avise a este Cuando el cliente contesta..
by did12345
12 May 2015, 09:58
Forum: General
Topic: Customer information
Replies: 5
Views: 1493

Re: Customer information

Or what may the procedure be to:
1. add extra fields to the Customer information (example. card number and expiry date)
2. make theese fields appear in the Customer widget upon ticket creation
3. make theese fields appear in the customerUser section in the ticket
by did12345
12 May 2015, 09:46
Forum: Général
Topic: Reconstruire une table corrompu.
Replies: 3
Views: 14917

Re: Reconstruire une table corrompu.

Il y a une solution simple qui pourrait marcher.. Dans le répertoire "SCRIPTS" il existent les scripts de création de la BDD dans les différents formats (MySQL, etc)... Il suffirait de le prendre, avec les sections concernées afin de "recréer" la BDD La solution que j'ai toujours mis en place, c'est...
by did12345
12 May 2015, 09:39
Forum: Aider
Topic: Stats - Personnalisation des impressions PDF
Replies: 1
Views: 15624

Re: Stats - Personnalisation des impressions PDF

Il faut chercher dans la configuration du système:
onglet administration --> configuration du système
après tu peux chercher "pdf" dans le champ de recherche afin d'aller plus vite, et tu trouveras la configuration du PDF en impression
by did12345
11 May 2015, 10:42
Forum: General
Topic: Customer information
Replies: 5
Views: 1493

Re: Customer information

just added some new columns for my Customer information -->What steps did you take to do this? The steps i took: 1. I added 2 new columns in the table Customer_user table 2. I added those 2 new columns to the usermap in the sysconfig (copy & paste from the section in defaults.pm to my confing.pm) ....
by did12345
07 May 2015, 10:00
Forum: General
Topic: Customer information
Replies: 5
Views: 1493

Re: Customer information

Hello, after verifying the code i have this error; all of the added customers do not appear, only the entries/lines... in the DB they do exist... http://s2.postimg.org/j6ccu2fbd/customers1.png here is the config.pm / customerUserMap $Self->{CustomerUser} = { Name => 'Database Backend', Module => 'Ke...
by did12345
06 May 2015, 15:08
Forum: General
Topic: Customer information
Replies: 5
Views: 1493

Customer information

Hello,

I just added some new columns for my Customer information, is there any way i can make them appear in the Customer information pannel on the new ticket screen?
by did12345
07 Aug 2014, 10:00
Forum: Help
Topic: Dynamic fields and ACL
Replies: 1
Views: 368

Dynamic fields and ACL

hello,

I try to make some ACL's concerning ticket creation and the "apearence" of certain dynamic fields while the ticket is being created. The question being how to condition certain dynamic fields to appear or dissapear during ticket creation by an ACL?
by did12345
07 Aug 2014, 09:43
Forum: Help
Topic: Insert dynamic fields into DB
Replies: 3
Views: 388

Re: Insert dynamic fields into DB

so, how may i insert a dynamic field type dropdown with about 70 values.... copy pasting in the admin interface?
by did12345
06 Aug 2014, 15:14
Forum: Help
Topic: Insert dynamic fields into DB
Replies: 3
Views: 388

Insert dynamic fields into DB

Hello,
I've been trying to do an INSERT into the MySQL database for a dynamic field, type dropdown... Even if i edit it on the workbench editor, it will not take the values i am giving it...
any ideas?
by did12345
19 Jun 2014, 15:28
Forum: Help
Topic: Otrs not verifying mail accounts
Replies: 3
Views: 467

Re: Otrs not verifying mail accounts

existence...
I have to manually go to the mail accounts and click verify mail, if not there's nothing being processed
by did12345
19 Jun 2014, 09:38
Forum: Help
Topic: Otrs not verifying mail accounts
Replies: 3
Views: 467

Otrs not verifying mail accounts

Hi
After configuring some mail accounts, theese are not automatically verified by OTRS, how do i configure OTRS to do this automatically? any file i should edit?
by did12345
11 Jun 2014, 16:12
Forum: Help
Topic: Dynamic Dynamic fields
Replies: 4
Views: 607

Dynamic Dynamic fields

Hello,

I am looking for a way to condition dynamic fields to appear or desapear in a ticket depending on the value of the first dynamic field.

example:
When system = 1 then dynamic Field 3 + 4 + 5 appears...

:shock:
by did12345
11 Jun 2014, 15:06
Forum: Help
Topic: MOTD
Replies: 1
Views: 274

MOTD

hello,
Any ideas to display a MOTD that the agent has to aknowledge before continuing with his log on?
by did12345
11 Jun 2014, 14:37
Forum: Help
Topic: Toolbar: activated but no icons!
Replies: 4
Views: 689

Re: Toolbar: activated but no icons!

hello, i just updated to OTRS 3.7 This is really new :) The toolbar is activated but no icons apear, by passing the mouse over, the funcionnality exists but no icon appears... any ideas how to fix this? :( Maybe there are some files not up to date. You can try: for type in custom_backup dist save;d...
by did12345
06 Jun 2014, 12:14
Forum: Help
Topic: foreign key constraint fail
Replies: 2
Views: 522

Re: foreign key constraint fail

indeed,

i corrected the error, and it came from the standard_template tables, which work better (for my system) Under MyISAM .... thank you anyhow!
by did12345
06 Jun 2014, 10:35
Forum: Help
Topic: foreign key constraint fail
Replies: 2
Views: 522

foreign key constraint fail

Hello, When i try to add a response Template, this error message is showing up: Cannot add or update a child row: a foreign key constraint fails (`ctg-otrs`.`standard_template`, CONSTRAINT `FK_standard_template_create_by_id` FOREIGN KEY (`create_by`) REFERENCES `users` (`id`)), SQL: ' INSERT INTO st...
by did12345
06 Jun 2014, 09:20
Forum: Help
Topic: Toolbar: activated but no icons!
Replies: 4
Views: 689

Toolbar: activated but no icons!

hello, i just updated to OTRS 3.7
The toolbar is activated but no icons apear, by passing the mouse over, the funcionnality exists but no icon appears...
any ideas how to fix this? :(
by did12345
26 May 2014, 11:07
Forum: Help
Topic: LDAP script?
Replies: 1
Views: 232

LDAP script?

Hello,
I already integrated my LDAP so that agents are authentified. Does any one know if there is a script to get the LDAP groups and assign them roles on OTRS? ... My LDAP is quite big and doing this manually would take quite a lot of time...

thanks!
by did12345
14 May 2014, 15:28
Forum: Help
Topic: Dynamic fields
Replies: 2
Views: 410

Re: Dynamic fields

Thank you very much!
by did12345
14 May 2014, 11:32
Forum: Help
Topic: Dynamic fields
Replies: 2
Views: 410

Dynamic fields

General question in dynamic fields...
In the database, how can i find the jointure between ticket and dynamic fields?
this to display tickets from the values of the dynamic field it has...
by did12345
13 Mar 2014, 12:27
Forum: General
Topic: General Question: communication between instances
Replies: 4
Views: 724

Re: General Question: communication between instances

thanks!

Is the communication provided by the two instances in one sense or is it in both?
with this i mean, when the ticket is transfered to another system and that notes, replies, etc are added; is this ticket updated in the other instance?
by did12345
13 Mar 2014, 11:09
Forum: General
Topic: General Question: communication between instances
Replies: 4
Views: 724

General Question: communication between instances

Does OTRS support communication between multiple OTRS instances? if so how? via web services?
by did12345
26 Sep 2013, 14:39
Forum: Help
Topic: Multiple responsibles or watchers in a ticket?
Replies: 9
Views: 1974

Re: Multiple responsibles or watchers in a ticket?

Any messages in the log files? nothing! I tried correcting the module so that it could get a certain ticket type and then suscribe the user to the watcher list... but it still does not work... i tried this with $PARAM {typeID} the "corrected" code of the module is # -- # Kernel/System/Ticket/Event/...
by did12345
25 Sep 2013, 15:17
Forum: Help
Topic: OTRS error when communicating with AD
Replies: 2
Views: 1195

Re: OTRS error when communicating with AD

try using the tags for your code making OTRS communicate with the AD is a tricky task. There is a little program that helps you with that OTRS_AD_SCRIPT_CREATOR [url]http://sourceforge.net/projects/otrsadconfig/[/url] check out [url]http://forums.otterhub.org/viewtopic.php?f=60&t=16543[/url] and als...
by did12345
25 Sep 2013, 15:12
Forum: Help
Topic: Multiple responsibles or watchers in a ticket?
Replies: 9
Views: 1974

Re: Multiple responsibles or watchers in a ticket?

Still not working :( any ideas?
by did12345
25 Sep 2013, 14:05
Forum: Help
Topic: Multiple responsibles or watchers in a ticket?
Replies: 9
Views: 1974

Re: Multiple responsibles or watchers in a ticket?

8) Please use the -Tags... Your config should look like [code]$Self->{'Ticket::EventModulePost'}->{'111-TicketCreateSuscribe'} = { Module => 'Kernel::System::Ticket::Event::TicketCreateSuscribe', Event => 'TicketCreate', }; $SELF -> $Self module -> Module added: Event I didn't check the Perl module....
by did12345
24 Sep 2013, 16:39
Forum: Help
Topic: Multiple responsibles or watchers in a ticket?
Replies: 9
Views: 1974

Re: Multiple responsibles or watchers in a ticket?

I may have found a way through the ticket event module, but i can't get it working, any ideas?? In config.pm i added: $SELF->{'Ticket::EventModulePost'}->{'TicketCreateSuscribe'}={module=>'Kernel::System::Ticket::Event::TicketCreateSuscribe'}; The package: # -- # Kernel/System/Ticket/Event/TicketCre...
by did12345
23 Sep 2013, 16:31
Forum: Général
Topic: Besoin de conseil pour installer Helpdesk 3.2 sous Windows
Replies: 2
Views: 5113

Re: Besoin de conseil pour installer Helpdesk 3.2 sous Windo

1) Est-ce qu'il existe un guide des "Best Practices" pour l'installation sous Windows ? L'installation sous windows c'est du next-next... donc pas trop besoin d'une guide... 2) Quel est le meilleur choix (et le mieux compatible) : Windows 2012 ou Windows 2008 R2 ? Windows 2012 ou 2008 R2, sont adapt...
by did12345
23 Sep 2013, 16:12
Forum: Help
Topic: Multiple responsibles or watchers in a ticket?
Replies: 9
Views: 1974

Multiple responsibles or watchers in a ticket?

Hi,
I'd like to know if there is a way to set multiple responsible agents to a ticket, so that they may follow all the ticket actions, or to add them automatically to the watchlist. Is this possible? 8)
by did12345
26 Feb 2013, 15:44
Forum: Help
Topic: Slow performance on the database
Replies: 9
Views: 1933

Re: Slow performance on the database

Check your database status: memory use, cache use, thread creation, cache sizes, etc. Check for swap use on the machine (any swap use is generally not good). Check database size - is it larger than 9GB? If so, your OS isn't going to be able to cache everything it will want to, and you'll probably b...
by did12345
26 Feb 2013, 14:33
Forum: General
Topic: HABILITAR CHAT EN OTRS
Replies: 4
Views: 2567

Re: HABILITAR CHAT EN OTRS

cual es tu perfil de instalacion? estas en windows o unix? que servicor web usas: apache o IIS?
by did12345
26 Feb 2013, 14:29
Forum: Help
Topic: Slow performance on the database
Replies: 9
Views: 1933

Re: Slow performance on the database

hi i'm on a windows 2008 with mysql, storage is in on local disks
by did12345
26 Feb 2013, 14:26
Forum: Help
Topic: STATS - including notes
Replies: 2
Views: 368

Re: STATS - including notes

thank you anyhow, i somehow knew the answer was not practical, but being asked for it i preferred to do the whole reaserch before giving my absolute answer :)
by did12345
25 Feb 2013, 17:01
Forum: Help
Topic: STATS - including notes
Replies: 2
Views: 368

STATS - including notes

Hi,
how can i include the notes made in my tickets via the STATS module?
So that i may display the title, time, and every note that has been added on the ticket as well as it's time...
by did12345
22 Feb 2013, 11:55
Forum: Help
Topic: Slow performance on the database
Replies: 9
Views: 1933

Re: Slow performance on the database

jojo wrote:Disk Speed could be also a cause for this
i'm going for disk speed and access... It's quite strange though, i have 10K RPM disks on my IBM x346 server....
and in the support assesment: everything is green! ...
by did12345
21 Feb 2013, 18:16
Forum: General
Topic: Estadisticas tomando en cuenta tiempos del calendario
Replies: 3
Views: 1533

Re: Estadisticas tomando en cuenta tiempos del calendario

tienes dos soluciones, la primera exportando los datos en CSV a excel y haciendo tu mismo tu formula que calcularia los dias laborales. La segunda, es que si OTRS est aconfigurado CON los calendarios, a esto me explico : un calendario define las horas de apertura del servicio, esto generalmente se h...
by did12345
21 Feb 2013, 18:10
Forum: General
Topic: HABILITAR CHAT EN OTRS
Replies: 4
Views: 2567

Re: HABILITAR CHAT EN OTRS

hay un modulo de chat via PHP que podrias implementar, de hecho hablan de el en el forum, solo con buscar phpchat aparece el articulo, pero normalmente OTRS no tiene ningun modulo implementado de chat. aqui esta un pequeño tutorial de alguien que pudo habilitarlo http://forums.otterhub.org/viewtopi...
by did12345
21 Feb 2013, 18:09
Forum: General
Topic: HABILITAR CHAT EN OTRS
Replies: 4
Views: 2567

Re: HABILITAR CHAT EN OTRS

hay un modulo de chat via PHP que podrias implementar, de hecho hablan de el en el forum, solo con buscar phpchat aparece el articulo,
pero normalmente OTRS no tiene ningun modulo implementado de chat.
by did12345
21 Feb 2013, 17:55
Forum: Help
Topic: Slow performance on the database
Replies: 9
Views: 1933

Slow performance on the database

On OTRS 3.1.11 my users find that OTRS is very slow when they add a note to a ticket.. I did a benchmark on the system and here are the results: Insert time : 4s Update time: 7s Select time: 7s --> should not take mothe than 6s on an average system Delete time : 5s Any ideas to improve theese timing...
by did12345
21 Feb 2013, 17:47
Forum: Help
Topic: Migration from 3.1 to 3.2 -- Missing dynamic fields
Replies: 2
Views: 264

Re: Migration from 3.1 to 3.2 -- Missing dynamic fields

jojo wrote:where are they missing? In the database or n the frontend? Did you take your sysconfig settings (Kernel/Config/Files/ZZZAuto.pm) with you?
they are missing in the frontend, they are still there in the database! i'll try migrating with the ZZZAuto.pm thankx!
by did12345
20 Feb 2013, 12:24
Forum: Général
Topic: Extraction de la base de données.
Replies: 2
Views: 5297

Re: Extraction de la base de données.

pour extraire la base de données suffit de se positionner dans l'arboresence de ton serveur MYSQL et executer la commande: mysqldump -u(utilisateur) (mot de passe) otrs > (chemin de ta sauvegarde) et la commande : mysql -u(utilisateur) (mot de passe) otrs < (chemin de ta sauvegarde) pour la restaure...
by did12345
20 Feb 2013, 12:21
Forum: Général
Topic: formats d'exportation OTRS
Replies: 1
Views: 4500

Re: formats d'exportation OTRS

Bonjour, J'aurais deux petites questions pour les connaisseurs d'OTRS : - quel est le format d'exportation de la BDD ? - quel est le format d'exportation de tickets ou de données (stats) ? En vous remerciant d'avance ! Le format d'export de la BDD dépend du logiciel BDD que tu utilises, si tu est s...
by did12345
20 Feb 2013, 12:20
Forum: Général
Topic: Sauvgarde_OTRS
Replies: 2
Views: 5315

Re: Sauvgarde_OTRS

bonjour, pour faire une sauvegarde des données il suffit de faire une sauvegarde de la base MYSQL. mysqldump -u(utilisateur) (mot de passe) otrs > (cheminement de ta sauvegarde) tu pourrais même créer un fichier .bat afin d'automatiser ce processus. Afin de complèter la sauvegarde il suffirait de sa...
by did12345
20 Feb 2013, 12:02
Forum: Help
Topic: Migration from 3.1 to 3.2 -- Missing dynamic fields
Replies: 2
Views: 264

Migration from 3.1 to 3.2 -- Missing dynamic fields

When i tried migrating from OTRS 3.1.11 to the new 3.2, i came upon the discovery that suddenly all my dynamic fields which i use on my tickets were gone! They did not exist any more!

Is there a work around for this?