Search found 43 matches
- 24 Sep 2014, 15:18
- Forum: General
- Topic: Add custom field for use in filtering generic agent
- Replies: 3
- Views: 1517
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" a...
- 24 Sep 2014, 14:42
- Forum: General
- Topic: Add custom field for use in filtering generic agent
- Replies: 3
- Views: 1517
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
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
- 15 Sep 2014, 10:22
- Forum: General
- Topic: Possibility to know how long an agent has been logged in
- Replies: 4
- Views: 1727
Re: Possibility to know how long an agent has been logged in
mmm, that's interesting. Maybe we can move to the new version, but at the moment is not possible.jojo wrote:you should update to 3.3.x as the sessions will give you there an UNIX timestamp
But thanks for the info, maybe i can use it as an advantage for upgrade.
- 11 Sep 2014, 17:51
- Forum: General
- Topic: Possibility to know how long an agent has been logged in
- Replies: 4
- Views: 1727
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...
- 11 Sep 2014, 17:32
- Forum: General
- Topic: Possibility to know how long an agent has been logged in
- Replies: 4
- Views: 1727
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...
- 11 Sep 2014, 17:26
- Forum: Help
- Topic: Postermaster POP3S suddenly stopped working
- Replies: 12
- Views: 7267
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
I was some kind of failure i don't know where. I copied again the whole otrs folder, and it works.
OTRS style
- 21 Aug 2014, 23:38
- Forum: Help
- Topic: Postermaster POP3S suddenly stopped working
- Replies: 12
- Views: 7267
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.
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.
- 20 Aug 2014, 14:35
- Forum: Help
- Topic: Using Return-Path instead Reply-To when receive email
- Replies: 6
- Views: 2065
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: # ...
- 20 Aug 2014, 13:25
- Forum: Help
- Topic: Using Return-Path instead Reply-To when receive email
- Replies: 6
- Views: 2065
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?
- 14 Aug 2014, 10:26
- Forum: Help
- Topic: Using Return-Path instead Reply-To when receive email
- Replies: 6
- Views: 2065
- 13 Aug 2014, 16:28
- Forum: Help
- Topic: Using Return-Path instead Reply-To when receive email
- Replies: 6
- Views: 2065
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...
- 05 Aug 2014, 14:34
- Forum: General
- Topic: Editing Ticket zoom on 2.4.10
- Replies: 3
- Views: 1185
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.
- 05 Aug 2014, 12:20
- Forum: General
- Topic: Editing Ticket zoom on 2.4.10
- Replies: 3
- Views: 1185
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 ta...
- 04 Aug 2013, 12:38
- Forum: General
- Topic: Change order agent surname and name
- Replies: 2
- Views: 1102
Re: Change order agent surname and name
no one has an idea?
- 18 Jul 2013, 15:08
- Forum: General
- Topic: Impact values
- Replies: 2
- Views: 1147
Re: Impact values
thanks a lot!
- 18 Jul 2013, 13:50
- Forum: General
- Topic: Impact values
- Replies: 2
- Views: 1147
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
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
- 18 Jul 2013, 11:54
- Forum: General
- Topic: Change order agent surname and name
- Replies: 2
- Views: 1102
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...
- 25 Jun 2013, 14:09
- Forum: General
- Topic: Linked tickets: Close father would close son?
- Replies: 4
- Views: 1471
Re: Linked tickets: Close father would close son?
yes indeed.
Quite a bit tricky but it works.
Thanks jojo!
Quite a bit tricky but it works.
Thanks jojo!
- 25 Jun 2013, 13:30
- Forum: General
- Topic: Linked tickets: Close father would close son?
- Replies: 4
- Views: 1471
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...
- 25 Jun 2013, 13:17
- Forum: General
- Topic: Linked tickets: Close father would close son?
- Replies: 4
- Views: 1471
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!
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!
- 20 Jun 2013, 12:24
- Forum: General
- Topic: Close father and automatically OTRS close child?
- Replies: 1
- Views: 943
Re: Close father and automatically OTRS close child?
Hi.
I want to ask the same too
I want to ask the same too
- 19 Jun 2013, 16:06
- Forum: General
- Topic: Change color of tickets on agent dashboard
- Replies: 10
- Views: 9238
Re: Change color of tickets on agent dashboard
Thanks Crythias, this is exactly what i was looking for
- 19 Jun 2013, 13:01
- Forum: General
- Topic: Change color of tickets on agent dashboard
- Replies: 10
- Views: 9238
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...
- 15 Apr 2013, 12:02
- Forum: Help
- Topic: PostFilter, dont work subjet filter
- Replies: 0
- Views: 591
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...
- 11 Apr 2013, 15:18
- Forum: Help
- Topic: Force view of "tickets on my queues" agent dashboard
- Replies: 3
- Views: 11021
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 "blo...
- 11 Apr 2013, 13:02
- Forum: Help
- Topic: Force view of "tickets on my queues" agent dashboard
- Replies: 3
- Views: 11021
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!
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!
- 08 Apr 2013, 13:28
- Forum: Help
- Topic: Auto reply on email & phone ticket creation
- Replies: 2
- Views: 963
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 custome...
- 05 Apr 2013, 11:32
- Forum: Help
- Topic: Limit queues access but letting customer view all
- Replies: 3
- Views: 1055
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?
- 05 Apr 2013, 10:00
- Forum: Help
- Topic: Limit queues access but letting customer view all
- Replies: 3
- Views: 1055
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...
- 03 Apr 2013, 18:35
- Forum: Help
- Topic: More than 10 LDAP Backends (SOLVED)
- Replies: 1
- Views: 661
Re: More than 10 LDAP Backends
Found --> /opt/otrs/Kernel/System/vim CustomerUser.pm
Thanks
Thanks
- 03 Apr 2013, 18:11
- Forum: Help
- Topic: More than 10 LDAP Backends (SOLVED)
- Replies: 1
- Views: 661
More than 10 LDAP Backends (SOLVED)
Hi .
Anyone know what i should modify to let otrs accept more than 10 LDAP Backends ?
Thanks!!
Anyone know what i should modify to let otrs accept more than 10 LDAP Backends ?
Thanks!!
- 03 Apr 2013, 16:57
- Forum: Help
- Topic: Problem with MultiLDAP Backend (SOLVED)
- Replies: 6
- Views: 1501
Re: Problem with MultiLDAP Backend
Thanks, it works!
- 03 Apr 2013, 15:48
- Forum: Help
- Topic: Problem with MultiLDAP Backend (SOLVED)
- Replies: 6
- Views: 1501
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...
- 03 Apr 2013, 15:14
- Forum: Help
- Topic: Problem with MultiLDAP Backend (SOLVED)
- Replies: 6
- Views: 1501
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...
- 03 Apr 2013, 14:43
- Forum: Help
- Topic: Problem with MultiLDAP Backend (SOLVED)
- Replies: 6
- Views: 1501
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...
- 02 Apr 2013, 13:54
- Forum: Help
- Topic: Translate "Decision" result values. How?
- Replies: 1
- Views: 937
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. I...
- 02 Apr 2013, 13:47
- Forum: Help
- Topic: Link SLA to Criticality
- Replies: 4
- Views: 2752
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...
- 01 Apr 2013, 20:28
- Forum: Help
- Topic: Link SLA to Criticality
- Replies: 4
- Views: 2752
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...
- 01 Apr 2013, 11:41
- Forum: Help
- Topic: Need CustomerID error
- Replies: 1
- Views: 606
Re: Need CustomerID error
Fixed resyncing ldap.
Thanks!
Thanks!
- 01 Apr 2013, 11:40
- Forum: Help
- Topic: Customer cant see tickets on backend
- Replies: 2
- Views: 739
Re: Customer cant see tickets on backend
Thanks, the probleman was with some mappping that i did wrong.
Fixed and thanks !
Fixed and thanks !
- 01 Apr 2013, 11:39
- Forum: General
- Topic: Link customers to customerCompany using LDAP
- Replies: 1
- Views: 1035
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 ...
- 28 Mar 2013, 01:41
- Forum: Help
- Topic: Customer cant see tickets on backend
- Replies: 2
- Views: 739
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 ...
- 27 Mar 2013, 13:16
- Forum: Help
- Topic: Need CustomerID error
- Replies: 1
- Views: 606
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...