Search found 43 matches
- 22 Feb 2016, 12:18
- Forum: Help
- Topic: activity process ticket
- Replies: 0
- Views: 713
activity process ticket
Hello the forum, Considering a process ticket in a workflow My need is to give the right : - somes users to be able to access the activity dialog so that the ticket could go ahead in the workflow (for example validate a step in the workflow) - somes users to be able only to read the process ticket b...
- 02 Dec 2015, 10:49
- Forum: Developers
- Topic: Transition module
- Replies: 1
- Views: 1727
Transition module
Hello all, I'am trying to understand how the process transition module works to develop a transition module. But As I understand, # create new ValidateModuleObject my $ValidateModuleObject = $ActualCondition->{Fields}{$Field}{Match}->new( ConfigObject => $Self->{ConfigObject}, LogObject => $Self->{L...
- 01 Dec 2015, 10:33
- Forum: Help
- Topic: Notification on event TicketDynamicFiledupdate
- Replies: 2
- Views: 1492
Re: Notification on event TicketDynamicFiledupdate
Hello Jarod,
yep in the history the dynamicfieeld event change is traced.
yep in the history the dynamicfieeld event change is traced.
- 30 Nov 2015, 17:48
- Forum: Help
- Topic: Field we could use for transition
- Replies: 5
- Views: 2408
Re: Field we could use for transition
or develop my own transition module ?
- 30 Nov 2015, 16:50
- Forum: Help
- Topic: TransitionValidationModule
- Replies: 2
- Views: 1812
Re: TransitionValidationModule
Thanks RStraub !
the module is correctly called.
the module is correctly called.
- 30 Nov 2015, 15:37
- Forum: Help
- Topic: TransitionValidationModule
- Replies: 2
- Views: 1812
TransitionValidationModule
Hello all, I just need info on using a transition Validation Module. I don' t understand how to build a condition using the validateDemo (for example) to build a transition condition, we have to setup : Name / Type / Value ok for setting type to "Transition Validation Module" but name and ...
- 30 Nov 2015, 10:09
- Forum: Help
- Topic: Field we could use for transition
- Replies: 5
- Views: 2408
Re: Filed we could use for transition
Hello crytias, thanks for your answer. My customer account match an Active directory, here is the setup : # customer unique id CustomerKey => 'sAMAccountName', # # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],...
- 27 Nov 2015, 18:16
- Forum: Help
- Topic: Field we could use for transition
- Replies: 5
- Views: 2408
Field we could use for transition
Hello all, I need deeper info on all the field we could us on trnasition condition in a process. is there anywhere a list of field we could use. Because when I try to use some customerField it doesn't work. here : https://otrs.github.io/doc/manual/admin/3.3/en/html/process-management.html so there s...
- 20 Nov 2015, 16:24
- Forum: Général
- Topic: PERL OTRS API - Création de Ticket / Article - ajout de piece jointe
- Replies: 1
- Views: 43175
Re: PERL OTRS API - Création de Ticket / Article - ajout de piece jointe
Je pense que la piece jointe ne peux qu'être lié qu'a un article.
Donc logiquement tu dois creer le ticket et ensuite creer un article ou tu poura lié ta pj.
Donc logiquement tu dois creer le ticket et ensuite creer un article ou tu poura lié ta pj.
- 20 Nov 2015, 16:21
- Forum: Général
- Topic: INFORMATION DANS CERTAINS CHAMP
- Replies: 4
- Views: 42645
Re: INFORMATION DANS CERTAINS CHAMP
Bonjour,
il faudrait décrire au mieux le problème car j'avoue ne pas bien comprendre le contexte et ce qui arrive pour pouvoir t'aider.
vincent
il faudrait décrire au mieux le problème car j'avoue ne pas bien comprendre le contexte et ce qui arrive pour pouvoir t'aider.
vincent
- 20 Nov 2015, 14:54
- Forum: Help
- Topic: Notification on event TicketDynamicFiledupdate
- Replies: 2
- Views: 1492
Notification on event TicketDynamicFiledupdate
Hello all, I try to setup a notification based on the event dynamicField update. The notification is not triggered when in an activity dialog in a process the dynamicfiled is changed. (3.3.15) I wonder why the event is not triggered when the value of the dynamicfield is affected by the activity dial...
- 20 Oct 2015, 11:31
- Forum: Help
- Topic: bulk template answer
- Replies: 0
- Views: 745
bulk template answer
is there a way to bulk answer to client
not add a note but answer (with a mail)
and better using a template ?
not add a note but answer (with a mail)
and better using a template ?
- 20 Oct 2015, 11:30
- Forum: Help
- Topic: Simple multiple ticket number search
- Replies: 1
- Views: 1326
Simple multiple ticket number search
I able to provide a text list of the ticket number in any format separator
Is there a way to search from a list of ticket number.
- in a simple ticket search ?
- in a generic agent
I able to provide a text list of the ticket number in any format .
Is there a way to search from a list of ticket number.
- in a simple ticket search ?
- in a generic agent
I able to provide a text list of the ticket number in any format .
- 16 Jun 2015, 11:21
- Forum: Help
- Topic: AD and customer in database ?
- Replies: 1
- Views: 3000
AD and customer in database ?
I trying to understand how works otrs with active directory. my conf use Activitory for customers but I'am unable to find any customers in the database of OTRS ?! does anyone able to confirm me that point ? if so : does it means that otrs do a query to AD each time it need to print any information o...
- 11 May 2015, 13:10
- Forum: Général
- Topic: Envoyer une demande de confirmation de lecture
- Replies: 3
- Views: 50249
Re: Envoyer une demande de confirmation de lecture
as tu regardé ceci , je pense que c'est juste un header de mail a rajouter :
viewtopic.php?t=10904
?
viewtopic.php?t=10904
?
- 11 May 2015, 13:05
- Forum: Général
- Topic: Propriétaire par défaut d'un ticket créé
- Replies: 5
- Views: 56850
Re: Propriétaire par défaut d'un ticket créé
j'ai pas précisement compris ton besoin quand on clos un ticket, je ne comprend pas l'interet de notifier le propriétaire qui vient juste de clore le ticket ? si tu veux notifier le chef de la hotline, il te faut creer un generic agent qui va le faire sur declencheur (cloture dans la file "tart...
- 28 Apr 2015, 15:36
- Forum: Help
- Topic: ACL for process
- Replies: 1
- Views: 2149
ACL for process
Do you have an idea how to restrict to empty the list of process on the customer portail. I try to setup an ACL like : Match settings Properties CustomerUser UserCity: [RegExp]T.*x Change settings Possible Process (nothing) PossibleNot Process P4xP2xP3xP1xP5x but I get all the list of process and no...
- 28 Apr 2015, 11:53
- Forum: Général
- Topic: Propriétaire par défaut d'un ticket créé
- Replies: 5
- Views: 56850
Re: Propriétaire par défaut d'un ticket créé
que pose comme problème d'avoir admin otrs (cad personne d'affecté) sur un ticket ?
- 28 Apr 2015, 11:52
- Forum: Général
- Topic: Envoyer une demande de confirmation de lecture
- Replies: 3
- Views: 50249
Re: Envoyer une demande de confirmation de lecture
j'avoue ne pas comprendre ta question !?
- 27 Apr 2015, 13:38
- Forum: General
- Topic: Not logical ACL for process
- Replies: 0
- Views: 3643
Not logical ACL for process
I was reading the 3.3 kernel doc considering the ACL for process. I read : It is also possible to limit the processes that can be displayed in the "New process ticket" screen, the functionality is similar to limiting the ActivityDialogs with one exception: The ACLs could only be based on U...
- 17 Apr 2015, 15:23
- Forum: Help
- Topic: LDAP not syncing all attributes
- Replies: 34
- Views: 17707
Re: LDAP not syncing all attributes
Hello,
thanks for all the informations in this ticket !
Just success to setup a new field and sync on LDAP
is there a way to setup a readonly field in the preferences interface ?
thanks for all the informations in this ticket !
Just success to setup a new field and sync on LDAP
is there a way to setup a readonly field in the preferences interface ?
- 14 Apr 2015, 15:36
- Forum: Help
- Topic: Folluwup options new and type
- Replies: 1
- Views: 1109
Re: Folluwup options new and type
no idea how to ?
- 13 Apr 2015, 13:44
- Forum: Help
- Topic: Folluwup options new and type
- Replies: 1
- Views: 1109
Folluwup options new and type
Hello all, I have setup a queue with a followup option set to "New" (options possible) are (New|possible|reject) So, if there is an answer to a closed ticket it will create a new ticket. this new ticket is linked to the old one -> perfect for my need But This ticket type is set (visible) t...
- 17 Feb 2015, 10:49
- Forum: Howtos
- Topic: Out of Office don't change State
- Replies: 7
- Views: 63726
Re: Out of Office don't change State
Enable in sysconfig -> Core:PostMaster.
- 17 Feb 2015, 10:44
- Forum: Howtos
- Topic: Out of Office don't change State
- Replies: 7
- Views: 63726
Re: Out of Office don't change State
Hello,
ok thks for the howtos.
So simply in fact you test the subject then reinject the status, right ?
where in sysconfig to enable ?
thsk by advance.
vincent
ok thks for the howtos.
So simply in fact you test the subject then reinject the status, right ?
where in sysconfig to enable ?
thsk by advance.
vincent
- 16 Feb 2015, 14:37
- Forum: Help
- Topic: Vacation management
- Replies: 3
- Views: 2173
Re: Vacation management
X-otrs-ignore will simply ignore the entering email right ?
I need to add and archive the article of the vacation notification in the ticket but do nothing else .
I need to add and archive the article of the vacation notification in the ticket but do nothing else .
- 16 Feb 2015, 12:04
- Forum: Help
- Topic: Vacation management
- Replies: 3
- Views: 2173
Vacation management
Hello All, On our mail system during holidays the users used to setup a vacation notification. This vacation autoreply push outgoing email using mail header tag like : Auto-Submlitted: auto-replied (Zimbra; vacation) My Goal is to setup a filter that only add the article on the ticket but do nothing...
- 12 Dec 2014, 15:26
- Forum: Help
- Topic: DynamicField onchange event
- Replies: 2
- Views: 1581
Re: DynamicField onchange event
Looking on the drivers of dynamicField For dropdown : 'IsACLReducible' => 1, 'IsNotificationEventCondition' => 1, 'IsSortable' => 1, 'IsFiltrable' => 1, 'IsStatsCondition' => 1, 'IsCustomerInterfaceCapable' => 1, For Text : 'IsACLReducible' => 0, 'IsNotificationEventCondition' => 1, 'IsSortable' => ...
- 12 Dec 2014, 14:43
- Forum: Help
- Topic: DynamicField onchange event
- Replies: 2
- Views: 1581
DynamicField onchange event
Hello All, one question when an event on change is trigered in a new ticket form (for example change service or change client) so we see refresh picto turning. the refresh picto run on a dynamicfiled dropdown but not on dynamic text and symetrically : when I change dynamicField_dropdown a refresh of...
- 26 Nov 2014, 13:46
- Forum: Help
- Topic: Process Ticket and first action
- Replies: 0
- Views: 699
Process Ticket and first action
Hello all, Is there a way to start a process with som action before the first activity ? My case : I use service field in the first activity dialog But this field is empty (I don't understand why) Is there any way to fill it with a list of choosen services ? and generally to start a process with som...
- 26 Nov 2014, 13:42
- Forum: Help
- Topic: Process ticket start activity dialog delete [SOLVED]
- Replies: 2
- Views: 1744
Re: Process ticket start activity dialog delete [SOLVED]
you're right !
you could only replace the first activity but no delete .
you could only replace the first activity but no delete .
- 26 Nov 2014, 12:34
- Forum: Help
- Topic: Process ticket start activity dialog delete [SOLVED]
- Replies: 2
- Views: 1744
Process ticket start activity dialog delete [SOLVED]
Is there any way to delete the first activity during the design of a process.
Because after having link a first activity to the start of process when I try to delete it (because I want to change it for example) I got a refused message because the activy is in use !?
but ... how to !!!!!????
Because after having link a first activity to the start of process when I try to delete it (because I want to change it for example) I got a refused message because the activy is in use !?
but ... how to !!!!!????
- 25 Nov 2014, 12:51
- Forum: Help
- Topic: QueuePermissionGroup for TicketQueueOverview
- Replies: 0
- Views: 1048
QueuePermissionGroup for TicketQueueOverview
Hello All, Just two question to understand how work TicketQueueOverview and specially QueuPermissionGroup parameter. could someone explain me what this parameter do in detail ? doest it work with permission parameter ? (rw) ? I'am not able to set two group separeted with ; one group ->okay one queue...
- 14 Nov 2014, 14:54
- Forum: Help
- Topic: Hide DynamicField when Empty
- Replies: 9
- Views: 3972
Re: Hide DynamicField when Empty
thanks jojo ,I know that xxx provide addon but it is not free. my dynamicField is a dropbox set an acl match properties any -> not possible Ticket DynamicField no values set an acl match properties Ticket Service "toto" -> possible Ticket Dynamicfield all values here is my code for : if ( ...
- 07 Nov 2014, 12:02
- Forum: Help
- Topic: Hide DynamicField when Empty
- Replies: 9
- Views: 3972
Re: Hide DynamicField when Empty
Read carefully my first post
I want to be able to show or not, depending on ACL criteria, dynamicField.
As otrs is not able to do that , I'am trying to use the Howto visible topics to hide all my DynamicField if their data are drop by ACL criteria...
simple
I want to be able to show or not, depending on ACL criteria, dynamicField.
As otrs is not able to do that , I'am trying to use the Howto visible topics to hide all my DynamicField if their data are drop by ACL criteria...
simple
- 06 Nov 2014, 20:14
- Forum: Help
- Topic: Hide DynamicField when Empty
- Replies: 9
- Views: 3972
Re: Hide DynamicField when Empty
it depend on the situation ..
not true for example for drop down, multiselect ...
or if you set a default value ...
not true for example for drop down, multiselect ...
or if you set a default value ...
- 06 Nov 2014, 14:19
- Forum: Help
- Topic: Hide DynamicField when Empty
- Replies: 9
- Views: 3972
Hide DynamicField when Empty
Hello All, Like the Howto here : http://forums.otterhub.org/viewtopic.php?f=60&t=24116 My need is to hide all the DynamicField when the content is empty. (because of ACL do not manage visibility in 3.3.9) So I will manage not to give content for DynamicField using ACL and then do not show automa...
- 10 Oct 2014, 11:36
- Forum: Help
- Topic: Process and attachment
- Replies: 1
- Views: 1070
Process and attachment
Is there any solution to manage attachement file using process ticket ?
propose add an attchement for agent and customer on creation form ?
propose add an attchement for agent and customer on creation form ?
- 08 Oct 2014, 15:57
- Forum: Help
- Topic: Workflow and field visible
- Replies: 4
- Views: 2502
Re: Workflow and field visible
perfect !
huge thanks for your help jojo
vincent
huge thanks for your help jojo
vincent
- 08 Oct 2014, 15:04
- Forum: Help
- Topic: Workflow and field visible
- Replies: 4
- Views: 2502
Re: Workflow and field visible
ok thanks jojo ! perhaps : ProcessManagement -> Frontend::Agent::Ticket::ViewZoom ? if so, the viewzoom process is the same for all of the existing process ? the Viewzoom could not be customed one by one for each process because différent process are not supposed to managed the same data (ie dynamic...
- 08 Oct 2014, 12:49
- Forum: Help
- Topic: Workflow and field visible
- Replies: 4
- Views: 2502
Workflow and field visible
I'am trying to setup a workflow as test and as the link here describe : http://blog.otrs.org/2013/12/11/request-handling-in-security-departments/#more-1285 all is okay except that in the process information page of an agent, the fields are not visible like this : http://blog.otrs.org/wp-content/uplo...
- 28 May 2013, 13:22
- Forum: Help
- Topic: installer.pl and index.pl dabase errror
- Replies: 1
- Views: 1282
installer.pl and index.pl dabase errror
Hello all, I suppose to have done a clean install of otrs using somes wiki. (on a redhat 6.2 and remote mysql) I think to have done the setup of mysql and access correclty because ./checkDB.pl look ok . the strating of otrs service look good (only a hostname: Host name lookup failure) I'am able to l...
- 28 May 2013, 12:50
- Forum: Général
- Topic: accès base mysql distant et script .pl
- Replies: 1
- Views: 13430
accès base mysql distant et script .pl
Bonjour a tous, Je suis en train d'essayer d'installer OTRS 3.2 avec une base de données mysql distante (sur un autre serveur) je pense a voir configuré ccorrectement puisque je suis capable de me connecter en remote avec le client mysql aux schema otrs sur le serveur otrs. le demarrage de otrs ne s...