Search found 43 matches

by IXLabs
24 Sep 2014, 15:18
Forum: General
Topic: Add custom field for use in filtering generic agent
Replies: 3
Views: 758

Re: Add custom field for use in filtering generic agent

Hi Jojo. i am really aware of that, 2.4.10 is a bomb. I really aware of that. But, maybe i didn't express myself, i want to use a one of the FreeTextFields that we are using on the ticket zoom as a "criteria" for the GenericAgent, so we can use, for example, the field "CMBD-ID" as a criteria to run ...
by IXLabs
24 Sep 2014, 14:42
Forum: General
Topic: Add custom field for use in filtering generic agent
Replies: 3
Views: 758

Add custom field for use in filtering generic agent

Hi folks.

There is any possibility to create custom fields on the generic agent?
Because we had custom fields as freetextfieldNN, we want to use this fields as filters in the generic agent.
Is there such possibility?

Thanks!

OTRS 2.4.10
by IXLabs
15 Sep 2014, 10:22
Forum: General
Topic: Possibility to know how long an agent has been logged in
Replies: 4
Views: 870

Re: Possibility to know how long an agent has been logged in

jojo wrote:you should update to 3.3.x as the sessions will give you there an UNIX timestamp
mmm, that's interesting. Maybe we can move to the new version, but at the moment is not possible.
But thanks for the info, maybe i can use it as an advantage for upgrade.
by IXLabs
11 Sep 2014, 17:51
Forum: General
Topic: Possibility to know how long an agent has been logged in
Replies: 4
Views: 870

Re: Possibility to know how long an agent has been logged in

Hi reneeb. Hi i know this statistics are not going to be very reliable but it better than nothing or command the agents to introduce every time the time they spend fixing a ticket. With almost 2000 daily tickets its quite a bit so much. I was thinking in the sessionid value, it seems it has a data c...
by IXLabs
11 Sep 2014, 17:32
Forum: General
Topic: Possibility to know how long an agent has been logged in
Replies: 4
Views: 870

Possibility to know how long an agent has been logged in

Hi. I was wondering myself if it is possible to extract the data from somewhere where i could build a report with the times per day / month an agent has been logged in. With that using the tickets closed per month, we can launch situations about how "effective" is our team. Maybe using the "who's on...
by IXLabs
11 Sep 2014, 17:26
Forum: Help
Topic: Postermaster POP3S suddenly stopped working
Replies: 12
Views: 4716

Re: Postermaster POP3S suddenly stopped working

Sorry for the late answer, but no.
I was some kind of failure i don't know where. I copied again the whole otrs folder, and it works.

OTRS style :)
by IXLabs
21 Aug 2014, 23:38
Forum: Help
Topic: Postermaster POP3S suddenly stopped working
Replies: 12
Views: 4716

Re: Postermaster POP3S suddenly stopped working

I found the same problem on a 2.4.10 installation, changed the hostname for a ip address and it worked.
Yes, it seems the postmaster.pl from that version os very buggy, same installation in another server works perfect with the hostname.
It broke a scheduled migration today.
by IXLabs
20 Aug 2014, 14:35
Forum: Help
Topic: Using Return-Path instead Reply-To when receive email
Replies: 6
Views: 860

Re: Using Return-Path instead Reply-To when receive email

I know im using a very old version, but in fact is not my call decide about this. The problem is, this otrs has a lot of customization in the backend and yes, i know perl and yes i have 2 system to try, one in production and the other one for development. I found a piece of code in PostMaster.pm: # ...
by IXLabs
20 Aug 2014, 13:25
Forum: Help
Topic: Using Return-Path instead Reply-To when receive email
Replies: 6
Views: 860

Re: Using Return-Path instead Reply-To when receive email

Really no one can tell me which .pl do the email parsing and put this on variables to be used afterwards?
:shock:
by IXLabs
13 Aug 2014, 16:28
Forum: Help
Topic: Using Return-Path instead Reply-To when receive email
Replies: 6
Views: 860

Using Return-Path instead Reply-To when receive email

Hi. I need to change the behaviour the PostMasterFilter works. From now, when OTRS receive a ticket, it use the email address of the email field: Reply-To, but it doesn't work for us due to hard custom development on the backend that send the tickets, so we need to use the Return-Path field of the e...
by IXLabs
05 Aug 2014, 14:34
Forum: General
Topic: Editing Ticket zoom on 2.4.10
Replies: 3
Views: 455

Re: Editing Ticket zoom on 2.4.10

And do you know which exactly DTL i should check? because on the admin manual there is no info regarding that.
by IXLabs
05 Aug 2014, 12:20
Forum: General
Topic: Editing Ticket zoom on 2.4.10
Replies: 3
Views: 455

Editing Ticket zoom on 2.4.10

Hi Guys. Im facing a problem, a customer has a strong customization of the ptrs 2.4.10 and i tried to pinpoint where it comes from. It seems they add a lot of free text field that gather the data from an "canned" email. The problems, it seems its has been hardcoded on the scripts rather tag using th...
by IXLabs
04 Aug 2013, 12:38
Forum: General
Topic: Change order agent surname and name
Replies: 2
Views: 441

Re: Change order agent surname and name

no one has an idea?
by IXLabs
18 Jul 2013, 15:08
Forum: General
Topic: Impact values
Replies: 2
Views: 382

Re: Impact values

thanks a lot!
by IXLabs
18 Jul 2013, 13:50
Forum: General
Topic: Impact values
Replies: 2
Views: 382

Impact values

Hi there.

Im triying to change the impact values, but i dont know where, at the moment i have 1 very low, 2 low, etc.
Where i can change the values?

Thanks

OTRS 3.2.2
by IXLabs
18 Jul 2013, 11:54
Forum: General
Topic: Change order agent surname and name
Replies: 2
Views: 441

Change order agent surname and name

Hi Folks. I took a look to the dtl file and dont seems its possible but i want to ask. When you create a new ticket, the agent name format its name, surname: doe, john. Its any possibility to to john, doe. In all other places are in this order, but i dont know why in the agent name its in this order...
by IXLabs
25 Jun 2013, 14:09
Forum: General
Topic: Linked tickets: Close father would close son?
Replies: 4
Views: 635

Re: Linked tickets: Close father would close son?

yes indeed.

Quite a bit tricky but it works.

Thanks jojo!
by IXLabs
25 Jun 2013, 13:30
Forum: General
Topic: Linked tickets: Close father would close son?
Replies: 4
Views: 635

Re: Linked tickets: Close father would close son?

I tried with the master -slave function, but it seems i need to create a master ticket from a slave one. Am i right? It think the normal behavior would be that i could create or choose a already open ticket as master. For example, a user calls asking the whole office doesnt have internet, and anothe...
by IXLabs
25 Jun 2013, 13:17
Forum: General
Topic: Linked tickets: Close father would close son?
Replies: 4
Views: 635

Linked tickets: Close father would close son?

Hi.

I not sure of that, but it seems that when i close a Father Ticket it should close the linked son ticked.
Am i right?

If yes, my system are not doing that :(
If no, such a pitty! there's a workaround to achieve that?


Thanks!
by IXLabs
20 Jun 2013, 12:24
Forum: General
Topic: Close father and automatically OTRS close child?
Replies: 1
Views: 438

Re: Close father and automatically OTRS close child?

Hi.

I want to ask the same too :)
by IXLabs
19 Jun 2013, 16:06
Forum: General
Topic: Change color of tickets on agent dashboard
Replies: 9
Views: 3498

Re: Change color of tickets on agent dashboard

Thanks Crythias, this is exactly what i was looking for

:)
by IXLabs
19 Jun 2013, 13:01
Forum: General
Topic: Change color of tickets on agent dashboard
Replies: 9
Views: 3498

Change color of tickets on agent dashboard

Hi there. Is there any possibility to change the whole row on the same color of the ticket priority on the agent dashboard? I mean, now if a ticket its very urgen, you get a square of the color red on the agent dashboard close to the ticket, i want to change it to the whole row. I took a look to Age...
by IXLabs
15 Apr 2013, 12:02
Forum: Help
Topic: PostFilter, dont work subjet filter
Replies: 0
Views: 258

PostFilter, dont work subjet filter

Hi folks. I dont know if im doing wrong the regex but i checked with a regex parsers, and it seems pretty correct. Scenario: daily we get a lof of mails from: root@blabla, Mailer-daemon@blabla and a buch on emails with very different email account but with the same subject: status, confirmation, and...
by IXLabs
11 Apr 2013, 15:18
Forum: Help
Topic: Force view of "tickets on my queues" agent dashboard
Replies: 3
Views: 735

Re: Force view of "tickets on my queues" agent dashboard

Hi. It seems pretty good, but for example. I want them only get access to "tickets in my queues", from the block of dashboard -> Ticket open or which are waiting something to do". Can not i force the selection to Tickets in my all queues" instead let them choose between "blocked tickets", "tickets o...
by IXLabs
11 Apr 2013, 13:02
Forum: Help
Topic: Force view of "tickets on my queues" agent dashboard
Replies: 3
Views: 735

Force view of "tickets on my queues" agent dashboard

Hi folsk

I need to know how to force the agent dashboard view to only let the agent click on the area of Open Ticket / Ticket which needs a response , agent dashboard view, the option of "Tickets on my queues " or another one.

Otrs 3.2.4
Thanks!
by IXLabs
08 Apr 2013, 13:28
Forum: Help
Topic: Auto reply on email & phone ticket creation
Replies: 2
Views: 324

Auto reply on email & phone ticket creation

Hi Folks. I want to know if possible when an agent open a ticket using the New email ticket & new phone ticket, and assign the ticket to a queue, be able to get the normal auto-reply on ticket creation, than the email that the agent write. If it possible to disable this email and let the customer on...
by IXLabs
05 Apr 2013, 11:32
Forum: Help
Topic: Limit queues access but letting customer view all
Replies: 3
Views: 344

Re: Limit queues access but letting customer view all

If i switch of customer groups, should i assign manually my more than 2000 customers to any group?
by IXLabs
05 Apr 2013, 10:00
Forum: Help
Topic: Limit queues access but letting customer view all
Replies: 3
Views: 344

Limit queues access but letting customer view all

Hi folks. Im facing a request that it should be easy but i dont know how. Scenario: We have 2 levels of technicias, level 1 ad level 2. With a Queue, called tickets with 2 subqueues, level 1 and level 2. Every ticket generated go to level 1, and he technicias must decide if this tickets belongs to t...
by IXLabs
03 Apr 2013, 18:35
Forum: Help
Topic: More than 10 LDAP Backends (SOLVED)
Replies: 1
Views: 203

Re: More than 10 LDAP Backends

Found --> /opt/otrs/Kernel/System/vim CustomerUser.pm

Thanks :)
by IXLabs
03 Apr 2013, 18:11
Forum: Help
Topic: More than 10 LDAP Backends (SOLVED)
Replies: 1
Views: 203

More than 10 LDAP Backends (SOLVED)

Hi .

Anyone know what i should modify to let otrs accept more than 10 LDAP Backends ?

Thanks!!
by IXLabs
03 Apr 2013, 16:57
Forum: Help
Topic: Problem with MultiLDAP Backend (SOLVED)
Replies: 6
Views: 440

Re: Problem with MultiLDAP Backend

Thanks, it works!

:)
by IXLabs
03 Apr 2013, 15:48
Forum: Help
Topic: Problem with MultiLDAP Backend (SOLVED)
Replies: 6
Views: 440

Re: Problem with MultiLDAP Backend

Like This? $Self->{'Customer::AuthModule1'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host1'} = $Hostdune; $Self->{'Customer::AuthModule::LDAP::BaseDN1'} = $BaseDNdune; $Self->{'Customer::AuthModule::LDAP::UID1'} = 'mail'; #$Self->{'Customer::AuthModule::LDAP::UID1...
by IXLabs
03 Apr 2013, 15:14
Forum: Help
Topic: Problem with MultiLDAP Backend (SOLVED)
Replies: 6
Views: 440

Re: Problem with MultiLDAP Backend

Hi ! do you mean here, for each one (every one in bold) [b]$Self->{'Customer::AuthModule'}[/b] = 'Kernel::System::CustomerAuth::LDAP'; [b]$Self->{'Customer::AuthModule[/b]::LDAP::Host'} = $Hostymedia; [b] $Self->{'Customer::AuthModule[/b]::LDAP::BaseDN'} = $BaseDNymedia; [b]$Self->{'Customer::AuthMo...
by IXLabs
03 Apr 2013, 14:43
Forum: Help
Topic: Problem with MultiLDAP Backend (SOLVED)
Replies: 6
Views: 440

Problem with MultiLDAP Backend (SOLVED)

Hi people. Im facing a very strange problem with the user backend. I have a multi-customer backend, with at the moment 3 connections to 3 differents Domains. The problem is, if the last domain is test3 and the others test1 and test2, if i try to log as customer who belongs to another domain, the OTR...
by IXLabs
02 Apr 2013, 13:54
Forum: Help
Topic: Translate "Decision" result values. How?
Replies: 1
Views: 485

Translate "Decision" result values. How?

Hi. Im trying to translate the decision results values from the Ticket. I found some people speaking about that on the mailing list, but no one clarifies how exactly that must be done. I tried looking on the AgentTicketGenericCommon.pm and dtl but no luck. Also on AgentTicketDecision pl & dtl. If an...
by IXLabs
02 Apr 2013, 13:47
Forum: Help
Topic: Link SLA to Criticality
Replies: 4
Views: 1460

Re: Link SLA to Criticality [SOLVED]

Hi . Yup, your argumentation sound ok, but the real problem in a bunch of companies are other: They have a SLA, but if the urgency of the ticket must be raised to Critical, the SLA changes. Also, there is a lot of companies that are selling support services, and depending on the criticality of the t...
by IXLabs
01 Apr 2013, 20:28
Forum: Help
Topic: Link SLA to Criticality
Replies: 4
Views: 1460

Link SLA to Criticality

Hi Folks. im looking for this option, but there isnt. I want to know if its possible to link a Criticality to a SLA (not service to criticality). I mean, if someone has a computer failure, it is a critical ticket, so the SLA must change to get accomodated to a faster response time. I think its the s...
by IXLabs
01 Apr 2013, 11:41
Forum: Help
Topic: Need CustomerID error
Replies: 1
Views: 239

Re: Need CustomerID error

Fixed resyncing ldap.

Thanks!
by IXLabs
01 Apr 2013, 11:40
Forum: Help
Topic: Customer cant see tickets on backend
Replies: 2
Views: 313

Re: Customer cant see tickets on backend

Thanks, the probleman was with some mappping that i did wrong.
Fixed and thanks !
by IXLabs
01 Apr 2013, 11:39
Forum: General
Topic: Link customers to customerCompany using LDAP
Replies: 1
Views: 673

Link customers to customerCompany using LDAP

Hi people. I need the link the customer to a customer company, but all using LDAP. I saw on the admin manual that there's a possibility but i dont know exact how. I need this to achieve extract stats and reports linked to the main customer companies that reported us tickets. Anyone has an idea? (it ...
by IXLabs
28 Mar 2013, 01:41
Forum: Help
Topic: Customer cant see tickets on backend
Replies: 2
Views: 313

Customer cant see tickets on backend

Hi there. Im facing a strange new issue when i tried to configure LDAP customer backend. As a customer, i can authenticate against the LDAP, i can open a ticket and so on. But i can not see the ticket just created. As a technician i can see it and add new followups and so on. Even the customer gets ...
by IXLabs
27 Mar 2013, 13:16
Forum: Help
Topic: Need CustomerID error
Replies: 1
Views: 239

Need CustomerID error

Hi Folks. Im developing a small OTRS system on my first client and im quite a bit lost. I managed to get LDAP integration working with agent and clients. I created a otrs group in AD where the agent must be in order to log in as agent, this works. The problem is when im triying to access with the ag...