Search found 164 matches

by dcorbera
30 Sep 2014, 16:48
Forum: Help
Topic: Queue SLA
Replies: 3
Views: 392

Re: Queue SLA

We have a SLA on the ticket, and works fine. The problem is we don't need SLA in some tickets, and we would to move its to one queue and put the SLAs of this queue to 0.
by dcorbera
30 Sep 2014, 12:39
Forum: Help
Topic: Queue SLA
Replies: 3
Views: 392

Queue SLA

Is there any way when a ticket is on a queue has the SLA of the queue, not the SLA of the ticket?
Many thanks
by dcorbera
24 Sep 2014, 14:33
Forum: Help
Topic: e-mail on ITSM
Replies: 3
Views: 547

Re: e-mail on ITSM

When we are working on a project, sometimes we need to ask some questions to our users. To register it we need to use an e-mail. We would do it directly on ITSM. If not we have to write the e-mail and then we have to paste the e-mail on work order report to have constancy.
by dcorbera
24 Sep 2014, 12:39
Forum: Help
Topic: e-mail on ITSM
Replies: 3
Views: 547

e-mail on ITSM

Hello, how can we send e-mails on ITSM?
The only way it is use a help desk ticket?
by dcorbera
22 Sep 2014, 18:05
Forum: Help
Topic: Set the default language for all customers
Replies: 0
Views: 228

Set the default language for all customers

Hello.
We need to set the default language for all customers. We find it on customization, but it doesn't work. On foros, it seems we have to set it on custom.pm file, but we don't understand exactly what parameter have to change.
Many thanks.
by dcorbera
07 Jul 2014, 11:25
Forum: Help
Topic: Slave ticket: Error on customer mail
Replies: 0
Views: 169

Slave ticket: Error on customer mail

We have a master ticket with a slave ticket. When a notification is send on the master ticket, a notification is sent on the slave ticket, this is correct, but the mail i sent with the master customer name. How can we solve it?
Many thanks
by dcorbera
17 Apr 2014, 11:55
Forum: Help
Topic: ITSM autoincrement doesn't work
Replies: 0
Views: 161

ITSM autoincrement doesn't work

We are installing the ITSM tool. We put autoincrent on Core::ITSMChange, but it doesn't work. When we create a new chanche the change number contains de date.
Can you help us?
Many thanks
by dcorbera
07 Apr 2014, 15:58
Forum: Help
Topic: [SOLVED] My ITSM Changes on Toolbar
Replies: 3
Views: 362

Re: My ITSM Changes on Toolbar

SOLVED. We have an error on the changes states. I have solved it and now the toolbar is correct.
Many thanks.
by dcorbera
07 Apr 2014, 15:52
Forum: Help
Topic: [SOLVED] My ITSM Changes on Toolbar
Replies: 3
Views: 362

Re: My ITSM Changes on Toolbar

it doesn't work on our installation, and I don't find any error on the customizations. What can I revise?
Many thanks.
by dcorbera
07 Apr 2014, 15:36
Forum: Help
Topic: [SOLVED] My ITSM Changes on Toolbar
Replies: 3
Views: 362

[SOLVED] My ITSM Changes on Toolbar

How can I put my ITSM Changes on the toolbar menu with a icon? Like the my tickets toolbar icon.
Many tnaks.
by dcorbera
31 Mar 2014, 10:54
Forum: Help
Topic: [SOLVED] Delete a ITSM Change
Replies: 4
Views: 921

Re: Delete a ITSM Change

Solved. Many thanks. I didn't consider all the states to delete the changes.
by dcorbera
31 Mar 2014, 10:39
Forum: Help
Topic: [SOLVED] Order responsibles by surname
Replies: 2
Views: 389

Re: Order responsibles by surname

Done. Many thanks!!!
by dcorbera
28 Mar 2014, 14:18
Forum: Help
Topic: [SOLVED] Delete a ITSM Change
Replies: 4
Views: 921

Re: Delete a ITSM Change

Many thanks. Is there any way to delete the changes on the OTRS frontend?
by dcorbera
28 Mar 2014, 13:26
Forum: Help
Topic: [SOLVED] Order responsibles by surname
Replies: 2
Views: 389

[SOLVED] Order responsibles by surname

How can I Order responsibles by surname on its combobox?
Many thanks
by dcorbera
26 Mar 2014, 19:11
Forum: Help
Topic: [SOLVED] Delete a ITSM Change
Replies: 4
Views: 921

[SOLVED] Delete a ITSM Change

Hello.
How can configure OTRS ITSM to delete a change?
Many thanks.
by dcorbera
26 Mar 2014, 12:59
Forum: Help
Topic: [SOLVED] Error internet explorer 9
Replies: 6
Views: 1948

Re: Error internet explorer 9

Any response?
by dcorbera
18 Mar 2014, 13:47
Forum: Help
Topic: [SOLVED] Error internet explorer 9
Replies: 6
Views: 1948

[SOLVED] Error internet explorer 9

We have an error when enters on OTRS using internet explorer 9.
Namespace Core.UI.AdvancedChart could not be initialized, because nvd3 could not be found
How can we solve it?
Many thanks
by dcorbera
03 Feb 2014, 18:29
Forum: Help
Topic: Stats graph on dashboard
Replies: 9
Views: 2289

Re: Stats graph on dashboard

We will try to start it. Many thanks.
by dcorbera
03 Feb 2014, 18:01
Forum: Help
Topic: Stats graph on dashboard
Replies: 9
Views: 2289

Re: Stats graph on dashboard

What cron job is it?
Many thanks
by dcorbera
03 Feb 2014, 15:55
Forum: Help
Topic: Stats graph on dashboard
Replies: 9
Views: 2289

Stats graph on dashboard

Hello. We have a stats that creates a bar graph with all open tickets on the system (opened the last week). How can we put it on the dashboard? On dashboard appears the message "The content of this statistic is being prepared for you, please be patient.", but the graph never appears. When we runs th...
by dcorbera
13 Jan 2014, 18:58
Forum: Help
Topic: Master slave
Replies: 2
Views: 283

Re: Master slave

Any response?
Many thanks
by dcorbera
13 Jan 2014, 18:58
Forum: Help
Topic: Link change to a CI type software
Replies: 2
Views: 262

Re: Link change to a CI type software

Any response?
Thanks
by dcorbera
13 Jan 2014, 18:57
Forum: Help
Topic: OTRS ITSM default values
Replies: 2
Views: 354

Re: OTRS ITSM default values

Any response?
Thanks
by dcorbera
13 Jan 2014, 18:28
Forum: General
Topic: Send attachment using a notification
Replies: 0
Views: 233

Send attachment using a notification

We need to send the documents attached on an article using an automatic notification. We only have the option "Include attachments to notification - Only for ArticleCreate event". We need to send its when a ticket is moved to a specific queue. How can we do it?
many thanks
by dcorbera
17 Dec 2013, 18:22
Forum: Help
Topic: OTRS ITSM default values
Replies: 2
Views: 354

OTRS ITSM default values

Creating a change, is there any way to put default values per user ? For example, when user A creates a change, the category value should be 1, and for user B, it should be 2.
Many thanks.
by dcorbera
17 Dec 2013, 17:03
Forum: Help
Topic: Link change to a CI type software
Replies: 2
Views: 262

Link change to a CI type software

How can I link a change to a CI type software? On the link screen only appears tiquet, no other type.
by dcorbera
12 Dec 2013, 18:33
Forum: Help
Topic: Don't create tickets for mails
Replies: 5
Views: 325

Re: Don't create tickets for mails

We can not create the white list on otrs?
by dcorbera
12 Dec 2013, 17:09
Forum: Help
Topic: Don't create tickets for mails
Replies: 5
Views: 325

Re: Don't create tickets for mails

Using this option we can reject all mails from a domain, for example @domain1.com. But, how can we create tickets only from three domains? Just domain2@.com, domain3@.com and domain4@.com?
Put another way, we would reject all mails except 3 domains, how can we do it?
Many thanks.
by dcorbera
12 Dec 2013, 16:12
Forum: Help
Topic: Don't create tickets for mails
Replies: 5
Views: 325

Don't create tickets for mails

We need the system only permits to create tickets if its domain is *@domain1.com or *@domain2.com or *@domain3.com.
How can we do it?
If OTRS receives a mail from other domain, it shoud be deleted.
Many thanks.
by dcorbera
09 Dec 2013, 18:45
Forum: Help
Topic: Add ChangeFreeText1 on the change statistics
Replies: 1
Views: 215

Add ChangeFreeText1 on the change statistics

How can we add the ChangeFreeText1 on the change statistics?
We don't achieve it.
Many thanks.
by dcorbera
09 Dec 2013, 17:57
Forum: Help
Topic: Add ChangeFreeText1 on AgentITSMChange
Replies: 1
Views: 173

Add ChangeFreeText1 on AgentITSMChange

How can we add a ChangeFreeText1 on AgentITSMChange?
We have customized a ChangeFreeText1, but how can we view it on the ITSM Agent Overview?
Thank you,
by dcorbera
09 Dec 2013, 13:20
Forum: Help
Topic: Master slave
Replies: 2
Views: 283

Master slave

When an agent creates a internal message on a master ticket, this note is copied to the slave ticket, but on the slave ticket, a mail is sent to the customer with this information. This is not correct. The internal note is sent to the customer. How can we avoid it?

Many thanks for your help
by dcorbera
05 Dec 2013, 17:14
Forum: Help
Topic: See the hours that each agent has spent in each work order
Replies: 8
Views: 1099

Re: See the hours that each agent has spent in each work ord

Thanks, I will try to make an inquiry. If I get it I will post on this forum.
by dcorbera
05 Dec 2013, 16:13
Forum: Help
Topic: See the hours that each agent has spent in each work order
Replies: 8
Views: 1099

Re: See the hours that each agent has spent in each work ord

On the report button of a work order, the field:
Accounted Time
by dcorbera
05 Dec 2013, 10:49
Forum: Help
Topic: See the hours that each agent has spent in each work order
Replies: 8
Views: 1099

Re: See the hours that each agent has spent in each work ord

It's simple. We want our agents impute the hours they spend to the tickets and changes. We need an easy way to see the hours per day, agent and ticket or change. The query that you spent will go fantastic for the tickets, but we lack the side of change.

Thank you
by dcorbera
04 Dec 2013, 18:55
Forum: Help
Topic: See the hours that each agent has spent in each work order
Replies: 8
Views: 1099

Re: See the hours that each agent has spent in each work ord

And for the ITSM changes?
Many thanks
by dcorbera
04 Dec 2013, 18:37
Forum: Help
Topic: [SOLVED] disable footer
Replies: 10
Views: 3416

Re: disable footer

Solved. Many thanks!!!
by dcorbera
02 Dec 2013, 19:08
Forum: Help
Topic: See the hours that each agent has spent in each work order
Replies: 8
Views: 1099

See the hours that each agent has spent in each work order

Without using the module "Time Accounting" because it is independent of the changes, as we see the hours that each agent has spent in each work order / change?

We tried to make a report but we find no way. It is very important to track hours of our agents.

Thanks
by dcorbera
02 Dec 2013, 17:27
Forum: Help
Topic: [SOLVED] disable footer
Replies: 10
Views: 3416

[SOLVED] disable footer

How can we disable the footer of the customer interface?
We don't need that our customers see "Powered by OTRS 3.2.10"

Many thanks.
by dcorbera
02 Dec 2013, 13:57
Forum: Help
Topic: Update from 3.2.0 to 3.3.1
Replies: 1
Views: 392

Re: Update from 3.2.0 to 3.3.1

We have the same error, but we are working on apache/linux/postgres. At this moment we don't have any solution.
You can see the post:
viewtopic.php?f=62&t=23000
by dcorbera
29 Nov 2013, 14:31
Forum: Help
Topic: Format event notifications
Replies: 4
Views: 364

Re: Format event notifications

And the rich text option to put bold text, for example?
by dcorbera
29 Nov 2013, 14:13
Forum: Help
Topic: Format event notifications
Replies: 4
Views: 364

Re: Format event notifications

Can we include a logo on the notification event?
Many thanks
by dcorbera
29 Nov 2013, 14:12
Forum: Help
Topic: Change the > quote on the notifications event
Replies: 2
Views: 217

Re: Change the > quote on the notifications event

How can we change the > symbol on the notifications event?
Is there the option to use rich text options on the notifications event?
Many tranks
by dcorbera
29 Nov 2013, 12:43
Forum: Help
Topic: error upgrade Help Desk 3.2.10 to 3.3.2
Replies: 3
Views: 472

Re: error upgrade Help Desk 3.2.10 to 3.3.2

it doesn't work correctly.
We can't install this version due this problem.
Thanks
by dcorbera
27 Nov 2013, 17:07
Forum: Help
Topic: error upgrade Help Desk 3.2.10 to 3.3.2
Replies: 3
Views: 472

error upgrade Help Desk 3.2.10 to 3.3.2

Hello. We are upgrading OTRS Help Desk 3.2.10 to 3.3.2. We have the ITSM 3.2.9 intalled too. When finished the upgrade, we can not login to the application. The error seems to be related with jquery version. The file ZZZAuto.pm contains references to jquery 1.8.21(attached screenshot) We have tried ...
by dcorbera
18 Nov 2013, 16:53
Forum: Help
Topic: Last article data on the ResponsibleUpdate notification
Replies: 4
Views: 393

Re: Last article data on the ResponsibleUpdate notification

But is an automatic notification. How can we do it?
Many thanks.
by dcorbera
08 Nov 2013, 18:29
Forum: Help
Topic: Modifying Dashboard Backend Atrributes
Replies: 2
Views: 515

Re: Modifying Dashboard Backend Atrributes

On the future version 3.3 it seems the dashboard will be customized and it will apply filters.
You can try de beta version.
by dcorbera
08 Nov 2013, 18:27
Forum: Help
Topic: Dynamic Fields Issue
Replies: 4
Views: 493

Re: Dynamic Fields Issue

You can try to uncheck the fields...