Search found 21 matches

by jeremyk
16 Aug 2013, 15:57
Forum: Help
Topic: [SOLVED] Creating Ticket via email
Replies: 20
Views: 6553

Re: GenericInterface TicketCreate with non existing customer

Ahh this is resolved, it probably was actually working all along, but our exchange server, or a mail gateway we have seemed to be stripping off internet headers, so my X-OTRS-DynamicField header was never making it once it was popped to otrs. I created a gmail account and I am now using that and it ...
by jeremyk
14 Aug 2013, 21:08
Forum: Help
Topic: [SOLVED] Creating Ticket via email
Replies: 20
Views: 6553

Re: GenericInterface TicketCreate with non existing customer

crythias wrote:To: jeremyk@xxxxxxx.com
This is the email address that is set as "trust"?

No the webforms@ address is. I changed it for an example so I could send it to myself so I could explore the headers. Typically that To: field is set to webforms@xxxx.com
by jeremyk
14 Aug 2013, 20:20
Forum: Help
Topic: [SOLVED] Creating Ticket via email
Replies: 20
Views: 6553

Re: GenericInterface TicketCreate with non existing customer

Please edit your signature, let us know what version you're using, sample header data, screenshots of confirmation of what you think it should be, etc. This is part of the code that I am currently using to generate the email from my PHP webform. // Headers $headers = "From: $email_from"; // create ...
by jeremyk
14 Aug 2013, 16:50
Forum: Help
Topic: [SOLVED] Creating Ticket via email
Replies: 20
Views: 6553

Re: GenericInterface TicketCreate with non existing customer

Syntax, perhaps .. case, spelling of field ... If it's a dropdown, you want the left side, instead of display value. Any suggestions on this? Unfortunately I am still stuck on the same issue. I cannot get OTRS to read the X headers on an email sent to one of my postmaster addresses, even though tha...
by jeremyk
07 Aug 2013, 15:14
Forum: Help
Topic: [SOLVED] Creating Ticket via email
Replies: 20
Views: 6553

Re: GenericInterface TicketCreate with non existing customer

Syntax, perhaps .. case, spelling of field ... If it's a dropdown, you want the left side, instead of display value. I am happy to finally be able to respond. Anyway, I believe I have checked all the syntax and all of that looks good. When I analyze the email that is being generated, I see the head...
by jeremyk
01 Aug 2013, 23:03
Forum: Help
Topic: [SOLVED] Creating Ticket via email
Replies: 20
Views: 6553

Re: GenericInterface TicketCreate with non existing customer

Make sure the email is trusted in Admin Email configuration Yeah I had originally forgot about that part, but I have since gone back and changed that. I get my From: header getting set, however my X-OTRS-DynamicField-company: is not getting set. As mentioned before, if I send it to my own email add...
by jeremyk
01 Aug 2013, 21:13
Forum: Help
Topic: [SOLVED] Creating Ticket via email
Replies: 20
Views: 6553

Re: GenericInterface TicketCreate with non existing customer

no. you can ignore this and post the values in the sent email. Alright so now I am using <?php if (isset($_POST["emailAddr"])){ $company = $_POST["company"]; $emailAddy = $_POST["emailAddr"]; //define the receiver of the email $to = 'jeremyk@xxxxxx.com'; //define the subject of the email $subject =...
by jeremyk
01 Aug 2013, 20:13
Forum: Help
Topic: [SOLVED] Creating Ticket via email
Replies: 20
Views: 6553

Re: GenericInterface TicketCreate with non existing customer

So in the Value field in the Email filter rule (shown here:
set header.JPG
)

, I can put in a header, rather than a static Value?
by jeremyk
01 Aug 2013, 19:07
Forum: Help
Topic: [SOLVED] Creating Ticket via email
Replies: 20
Views: 6553

Re: GenericInterface TicketCreate with non existing customer

upon submit via email, include in the headers X-OTRS-DynamicField-yourfieldname: yourvalue The problem is though, that my value is dynamic, based on input from the person submitting the ticket. Is there some way for me to be able to tag that value with something and pull it in from the submittal? T...
by jeremyk
01 Aug 2013, 17:08
Forum: Help
Topic: [SOLVED] Creating Ticket via email
Replies: 20
Views: 6553

Re: GenericInterface TicketCreate with non existing customer

Our support site does not require a log in for authentication. We are using a valid user for soap authentication to be able to create the ticket, but this is not the same account as the person placing the ticket. The reason we shy'd away from the email was because I was not sure how I could pass dyn...
by jeremyk
01 Aug 2013, 16:12
Forum: Help
Topic: [SOLVED] Creating Ticket via email
Replies: 20
Views: 6553

[SOLVED] Creating Ticket via email

Ok So I have finally been able to create a web form using HTML/PHP and the OTRS Generic Interface. The issue that I am now facing is that when I use the TicketCreate method, it creates my ticket no problem, I can set dynamic fields and all that works. HOWEVER, for the value of "CustomerUser" if I do...
by jeremyk
31 Jul 2013, 18:16
Forum: OTRS Developers
Topic: OTRS SOAP responses in PHP SoapClient
Replies: 32
Views: 25057

Re: OTRS SOAP responses in PHP SoapClient

Thanks Jeremy for posting this. I also finally managed to make it work with a code quiet similar to yours. I'm posting it below, maybe it can help someone. $url = 'http://<OTRS_FQDN>/nph-genericinterface.pl/Webservice/[the name of the webservice you created] # Set up a new SOAP connection: try { $c...
by jeremyk
31 Jul 2013, 17:11
Forum: Help
Topic: [SOLVED]Enalbe Dynamic Field in AgentTicketBulk
Replies: 3
Views: 898

Re: Enalbe Dynamic Field in AgentTicketBulk

Alright, so I have got my form properly putting in tickets with dynamic fields included. There is just one last issue I am having. Basically if the email address I am putting in the ticket from is not already an existing customer in otrs, it is not populating the customerID field, so I cannot see wh...
by jeremyk
29 Jul 2013, 19:54
Forum: Help
Topic: [SOLVED]Enalbe Dynamic Field in AgentTicketBulk
Replies: 3
Views: 898

Re: Enalbe Dynamic Field in AgentTicketBulk

what is the submit method for your webform? (Don't tell me get/post. Tell me how you're intending to push the form to OTRS. Email?) I am connecting to it via SOAP. I was using rpc.pl but I understand the Dynamic Fields in it are deprecated. I was trying to follow some instructions for adding it bac...
by jeremyk
26 Jul 2013, 21:53
Forum: General
Topic: [SOLVED]Change my Locked Tickets to just My Tickets
Replies: 2
Views: 521

Re: Change my Locked Tickets to just My Tickets

I actually ended up getting the functionality I want by using My Responsibilities. We set the responsible to the same as the owner, and now i can at least click on my responsiles and see all of my tickets in one view. It is a little annoying because if the owner is already set, and you change it, it...
by jeremyk
26 Jul 2013, 21:51
Forum: Help
Topic: Changing the fields in Status View
Replies: 2
Views: 388

Re: Changing the fields in Status View

You must edit Kernel\Output\HTML\Standard\AgentTicketOverviewSmall.dtl In attached file is my modification. Navidlo I appreciate the response. Do you think you could specify what in your modified file you have changed? At this point, I am actually just looking to remove the locked field as we do no...
by jeremyk
26 Jul 2013, 21:46
Forum: Help
Topic: Set dynamicfield value via SOAP
Replies: 7
Views: 2659

Re: Set dynamicfield value via SOAP

SOLVED: This patch works great. If you are dependent on 'DynamicFieldValueObject' because you've already used it in code since its called in the API just use it instead of 'TicketDynamicObject' when updating your rpc.pl file. If you use this patch verbatim, just remember to change your calling code...
by jeremyk
26 Jul 2013, 21:42
Forum: Help
Topic: [SOLVED]Enalbe Dynamic Field in AgentTicketBulk
Replies: 3
Views: 898

[SOLVED]Enalbe Dynamic Field in AgentTicketBulk

Use Generic Agent to set a DynamicField for multiple tickets. Yes,it's a nice solution. Thanks so much Any chance you guys could point me in the right direction of not setting dynamic field for multiple tickets, but even just for one? I am trying to create a web form for customers to put in tickets...
by jeremyk
19 Jul 2013, 19:31
Forum: Help
Topic: Set dynamicfield value via SOAP
Replies: 7
Views: 2659

Re: Set dynamicfield value via SOAP

I have been trying to implement this patch, but I keep getting an undefined subroutine error. Is there anything else you have to do other than replacing the rpc.pl? This is the error I am getting : Fatal error: Uncaught SoapFault exception: [soap:Server] Undefined subroutine &Kernel::System::Dynamic...
by jeremyk
18 Jul 2013, 16:16
Forum: General
Topic: [SOLVED]Change my Locked Tickets to just My Tickets
Replies: 2
Views: 521

[SOLVED]Change my Locked Tickets to just My Tickets

Is there anyway that I can change the button/view of My Locked Tickets, to just display My Tickets based on the owner. What I am looking for is an easy way to display all tickets for a specific agent, without having to sort by agents and use it that way. I would rather there be a view where the logg...
by jeremyk
18 Jul 2013, 15:44
Forum: Help
Topic: Changing the fields in Status View
Replies: 2
Views: 388

Changing the fields in Status View

We primarily look at tickets in the status view, because it seems to give us the most useful information. However I have added a 4 dynamic fields for some information that we need to keep. On my laptop screen at 1920x1200, everything looks great. All the columns are lined up and I can see everything...