Search found 2092 matches

by RStraub
19 Feb 2019, 17:34
Forum: General
Topic: Specific agents dedicated to specific customers?
Replies: 3
Views: 40

Re: Specific agents dedicated to specific customers?

My gut tells me NOT to use customer based queues.

Could you give us an idea of the amount of agent-roles and customer-roles (groups) you are dealing with?
by RStraub
18 Feb 2019, 09:33
Forum: General
Topic: [SOLVED]CIs not showing when searching on Customer User Information Center
Replies: 8
Views: 95

Re: CIs not showing when searching on Customer User Information Center

Yes. Add a new entry where Key = ClassName and Value = "Owner" (= the key of your field of type customer).
by RStraub
15 Feb 2019, 17:52
Forum: General
Topic: [SOLVED]CIs not showing when searching on Customer User Information Center
Replies: 8
Views: 95

Re: CIs not showing when searching on Customer User Information Center

Oh, and did you configure the SysConfig here:

Code: Select all

AgentCustomerInformationCenter::Backend###0060-CIC-ITSMConfigItemCustomerCompany
to define which keys OTRS should lookup?
by RStraub
15 Feb 2019, 16:33
Forum: Hilfe
Topic: OTRS 6 - Sysconfig Ticket verschwunden
Replies: 2
Views: 35

Re: OTRS 6 - Sysconfig Ticket verschwunden

Servus! Ich komm mit der 6er SysConfig auch noch nicht klar. Im Zweifel kannst du im Suchfeld einfach eingeben "Ticket::Frontend::AgentTicketCompose" dann zeigt er dir jeden Eintrag als kleines Widget. Für alle Einstellung der View "AgentTicketCompose" kannst du hinnavigieren (frag mich nicht nach d...
by RStraub
15 Feb 2019, 09:29
Forum: Hilfe
Topic: Artikel aus einem Ticket löschen
Replies: 5
Views: 74

Re: Artikel aus einem Ticket löschen

Wohey Reneeb, toll dass du das extrahiert hast. Ich hatte selbst auch ordentlich Probleme weil wir auf ein cape-IT Modul angewiesen waren (nach dem 6er Upgrade).

@Vinc, damit ist das aber kein "Standard-Problem" sondern eine (aus meiner Sicht) kleine Anpassung an dem Paket.
by RStraub
14 Feb 2019, 21:04
Forum: Help
Topic: Changing ticket service from ticket view
Replies: 1
Views: 36

Re: Changing ticket service from ticket view

When you are talking of "service" don't get that confused with what OTRS understands under a service: The possibility to attach Service-Level-Agreements and corresponding reaction times. From what I gather, all you need is another dropdown field where you can select a certain value like 'credit card...
by RStraub
14 Feb 2019, 16:13
Forum: Hilfe
Topic: Artikel aus einem Ticket löschen
Replies: 5
Views: 74

Re: Artikel aus einem Ticket löschen

Wie ist das überhaupt möglich? Ich dachte das wird im Standard ziemlich unmöglich sein. Siehe auch hier, letzter Kommentar:
viewtopic.php?t=289

Habt ihr dafür ein Zusatzmodul?
by RStraub
14 Feb 2019, 12:37
Forum: Hilfe
Topic: Custom Ordner wird nicht verarbeiten - Gelöst
Replies: 3
Views: 42

Re: Custom Ordner wird nicht verarbeiten

Hast du beim kopieren auf korrekte Dateirechte geachtet?
by RStraub
14 Feb 2019, 09:12
Forum: General
Topic: Tickets Queue Overview
Replies: 1
Views: 42

Re: Tickets Queue Overview

Hm, it might be easier to use a search template or a ToolBar-Quicklink (you know, those little Icons above your navigation, with a counter on it).

What is your use case? Do you need the additional information split by queues ?
by RStraub
13 Feb 2019, 17:12
Forum: Help
Topic: Error when I close a ticket.
Replies: 1
Views: 34

Re: Error when I close a ticket.

You get the error not because of the closing, but because OTRS wants to send an email about that action to some Anderson Martinez. Maybe that adress isn't valid? Is that a customer or agent? Is there some problem with his address? Edit: Just noticed. That is you yourself. Could you check the mailer ...
by RStraub
13 Feb 2019, 10:38
Forum: Hilfe
Topic: Error: "Need module!"
Replies: 8
Views: 170

Re: Error: "Need module!"

Ja genau. Alte Angewohnheit, die heißt glaub ich erst seit den neueren Versionen schön deutsch "Systemkonfiguration".
by RStraub
12 Feb 2019, 11:36
Forum: Hilfe
Topic: MS SQL
Replies: 7
Views: 77

Re: MS SQL

Servus und willkommen :) Laut der Doku: https://doc.otrs.com/doc/manual/admin/6.0/en/html/web-installer.html und dem Konfigurationsfile: ~/Kernel/Config/Defaults.pm ist eine Anbindung an MSSQL gar nicht vorgesehen unterstützt. Allerdings sagt dieser Blog: https://blog.otrs.com/2012/06/15/connecting-...
by RStraub
12 Feb 2019, 10:37
Forum: Help
Topic: Some Users Cannot Login
Replies: 2
Views: 34

Re: Some Users Cannot Login

Hey there, you're having problems with an cape-it module shown on the dashboard. When logged in with such a user, try manually rewriting the URL to another action, e.g.: https://$YourHostName/otrs/index.pl?Action=AgentTicketStatusView Then you need to either remove the widget from the dashboard of t...
by RStraub
12 Feb 2019, 08:57
Forum: General
Topic: Tables CMDB for query
Replies: 1
Views: 55

Re: Tables CMDB for query

Hey there, I doubt you'll be happy with the DB structure of the CI-storage. It might be easier to use the API and a custom Perl script. Here is an example to query all entries for a config item with ID 2551: select * from xml_storage where xml_key = 2551; You might want to filter: and xml_type like ...
by RStraub
01 Feb 2019, 11:06
Forum: Hilfe
Topic: Admins können sich nicht mehr einloggen
Replies: 6
Views: 327

Re: Admins können sich nicht mehr einloggen

Oje, wieder ein Cape-IT module... Da scheint ein Fehler mit dieser Funktion vorzuliegen: KIXNotify Ich glaube das vor kurzem schonmal hier gesehen zu haben... Vll. liegt dein Problem dann nicht in der Admin Gruppe, sondern daran welche Benutzer die "KIXNotify" im Dashboard aktiv hat. Die Startseite ...
by RStraub
01 Feb 2019, 11:02
Forum: Hilfe
Topic: Error: "Need module!"
Replies: 8
Views: 170

Re: Error: "Need module!"

Hm, vll. sind auch fehlerhafte einstellungen in der SysConfig ...
Probier mal ein:

Code: Select all

~/bin/otrs.Console.pl Maint::Config::Rebuild --cleanup
Und dann in der Oberfläche unter Admin->Sysconfig schauen ob ungültige Einstellungen (oder nicht übernommene) bemängelt werden.
by RStraub
01 Feb 2019, 10:59
Forum: Help
Topic: How to get DynamicField values of type CustomerCompany
Replies: 2
Views: 120

[Solved] Re: How to get DynamicField values of type CustomerCompany

Perfect, exactly what I needed. Thanks a bunch!

Yet another object I didn't know about, and somewhat easier to handle than the backend value set/get.
by RStraub
31 Jan 2019, 17:54
Forum: Hilfe
Topic: Admins können sich nicht mehr einloggen
Replies: 6
Views: 327

Re: Admins können sich nicht mehr einloggen

Dann poste doch mal bitte den Apache Log :)
by RStraub
31 Jan 2019, 17:52
Forum: Help
Topic: How to get DynamicField values of type CustomerCompany
Replies: 2
Views: 120

How to get DynamicField values of type CustomerCompany

Hey forum, I have a DynamicField of type "Text" for object "CustomerCompany". When I try the same code as for other dynamic fields, I do not get the current value: my $DynamicFieldConfig = $DynamicFieldObject->DynamicFieldGet( ID => 95, # hardcoded magic number, bleh ); my $Value = $DynamicFieldBack...
by RStraub
31 Jan 2019, 13:11
Forum: Hilfe
Topic: Error: "Need module!"
Replies: 8
Views: 170

Re: Error: "Need module!"

Das sieht nach ein Problem mit Paketen aus.

Hast du alle installierten Pakete ebenfalls auf v6 + aktualisiert ?
by RStraub
25 Jan 2019, 16:31
Forum: Hilfe
Topic: Zuordnung von SLAs zu Services und Kunden
Replies: 2
Views: 1157

Re: Zuordnung von SLAs zu Services und Kunden

Huhu,

das machst du am besten über einen Postmastefilter:

Filter auf Header-Feld "From" mit Wert: ".*@DomäneDesKundenA.*"
und E-MailKopfzeile setzen: "X-OTRS-SLA" mit Wert: "Name der SLA"

Davor muss die Zuweisung aber auch stimmen, sodass dieser Kunde die SLA überhaupt bekommen kann.
by RStraub
25 Jan 2019, 16:06
Forum: General
Topic: Disable FAQ Module
Replies: 5
Views: 1249

Re: Disable FAQ Module

After deinstallation, can you restart the apache (or the server) ?
by RStraub
25 Jan 2019, 13:04
Forum: General
Topic: Disable FAQ Module
Replies: 5
Views: 1249

Re: Disable FAQ Module

I don't have a version 5.x to give you a direct link, but for version 6, look for this setting in the Sysconfig:
Frontend::Navigation###AgentFAQExplorer###002-FAQ

and disable it (that's for agents).
by RStraub
25 Jan 2019, 12:08
Forum: General
Topic: Make dynamic field mandatory
Replies: 1
Views: 151

Re: Make dynamic field mandatory

Depends on the page :)

For processes you do it in the process definition. For e.g. new Email / Phone tickets you do it in the sysconfig.
by RStraub
25 Jan 2019, 12:08
Forum: General
Topic: Disable FAQ Module
Replies: 5
Views: 1249

Re: Disable FAQ Module

Heyo,

if you don't want to uninstall, you can deactivate the module registration in the SysConfig.
by RStraub
24 Jan 2019, 18:56
Forum: Help
Topic: [SOLVED]Customer User add dynamic Field
Replies: 2
Views: 231

Re: Customer User add dynamic Field

Oh no, this is wrong. Please undo the changes in Defaults.pm. you NEVER want to edit Defaults.pm. What you WANT to do is: - copy the whole block "$Self->{CustomerUser}" FROM the Defaults.pm TO the Config.pm - create a correlating column in the database So for your example: [ 'DynamicField_CentroCust...
by RStraub
24 Jan 2019, 11:39
Forum: Allgemeines
Topic: OTRS Zeiterfassung
Replies: 1
Views: 1207

Re: OTRS Zeiterfassung

Huhu,

ich glaube das geht nicht in der Free/Community Version, deswegen gab's dazu zwei Module
- Offiziell: https://otrs.com/de/otrs-feature/featur ... ing-quota/
- OPAR (alte Version): https://opar.perl-services.de/dist/SupportQuota-3.0.0
by RStraub
24 Jan 2019, 11:38
Forum: Hilfe
Topic: Tickets für Vortage anlegen
Replies: 3
Views: 544

Re: Tickets für Vortage anlegen

Oder über Datenbankmanipulation - wogegen die Revisionssicherheit spricht...
by RStraub
15 Jan 2019, 10:42
Forum: General
Topic: Problems with ACL-Configuration
Replies: 7
Views: 742

Re: Problems with ACL-Configuration

That is correct. A deployed ACL will "work" right away on all existing tickets.

Edit: Any chance you are using the user "root@localhost" ? ACLs don't apply to that user...
by RStraub
15 Jan 2019, 09:47
Forum: Hilfe
Topic: Hohe CPU Last/Laufzeit beim erstellen von PDF Dateien zu drucken
Replies: 2
Views: 338

Re: Hohe CPU Last/Laufzeit beim erstellen von PDF Dateien zu drucken

Huhu,

schmeißen die Logs (Apache/OTRS) Fehler?
by RStraub
08 Jan 2019, 17:52
Forum: Help
Topic: Issue with packages for upgrade 6.0.15
Replies: 3
Views: 569

Re: Issue with packages for upgrade 6.0.15

I don't think you need to run that step for a patch-level release (=update), only for an upgrade (e.g. from 5.xx to 6.xx). In earlier versions of the manual there was a notice: Within a single minor version you can skip patch level releases if you want to upgrade. For instance you can upgrade direct...
by RStraub
07 Jan 2019, 17:46
Forum: Hilfe
Topic: Zeiteinheiten und Zeiterfassung kombinieren
Replies: 2
Views: 604

Re: Zeiteinheiten und Zeiterfassung kombinieren

Oder ihr versuchts mal über die "Changes" aus dem ITSM Modul, dort werden Zeiten auch addiert.
by RStraub
07 Jan 2019, 17:22
Forum: General
Topic: Reply's only from sender OTRS@localhost, auto messages are fine.
Replies: 4
Views: 530

Re: Sender Envelope only on reply wont change

Hey there,

can you check in the SysConfig under Core::Email -> NotificationSenderEmail what's written there?
by RStraub
07 Jan 2019, 12:40
Forum: Help
Topic: Hide Dynamic Field before select Queue
Replies: 3
Views: 510

Re: Hide Dynamic Field before select Queue

I think you can solve this with process tickets, or a customization on the template file, namely JavaScript which hides/shows dynamic fields based on the queue selection.
by RStraub
21 Dec 2018, 10:09
Forum: General
Topic: Hide buttons if you are not an owner
Replies: 3
Views: 624

Re: Hide buttons if you are not an owner

Hey there,

you cannot without customization, as an ACL cannot compare dynamic values.

What you would need is a new ACL module that does exactly what you are describing.
by RStraub
21 Dec 2018, 09:53
Forum: OTRS Developers
Topic: creation of a new menu option
Replies: 1
Views: 9607

Re: creation of a new menu option

Hey, please try using the code blocks for better formatting. Can you try these settings? All I did was remove the Loader block (as you didn't load anything yet) and renamed the MainMenu Registration from "AgentTasks" to "Tasks" to match the FrontendRegistration. <?xml version="1.0" encoding="UTF-8"?...
by RStraub
21 Nov 2018, 12:55
Forum: General
Topic: Customer web interface
Replies: 3
Views: 541

Re: Customer web interface

There's an example in the manual to order books: https://doc.otrs.com/doc/manual/admin/6.0/en/html/process-management.html#id-1.7.3.3 If you get the hang of the editor it's not too hard to make your own process. You should figure out first: - which states (=activities) your process has - which value...
by RStraub
21 Nov 2018, 12:48
Forum: OTRS Developers
Topic: Create new "Custom" Actions
Replies: 2
Views: 3192

Re: Create new "Custom" Actions

Hello iclaude,

that's very possible, there's even a guide in the manual how to do it:
https://doc.otrs.com/doc/manual/develop ... end-module
by RStraub
19 Jun 2018, 13:29
Forum: OTRS Developers
Topic: Register new MainMenu
Replies: 1
Views: 1712

Re: Register new MainMenu

Apparently there's another information missing in the manual. When adding the type "Menu" to the XML, the entry in the navbar appears. So a working config is: <?xml version="1.0" encoding="UTF-8" ?> <otrs_config version="2.0" init="Application"> <Setting Name="Frontend::Module###AgentHelloWorld" Req...
by RStraub
19 Jun 2018, 11:02
Forum: OTRS Developers
Topic: Register new MainMenu
Replies: 1
Views: 1712

Register new MainMenu

Hello forum, I'm trying to port our 5.x packages to 6.x. Currently I'm having great troubles registering a entry in the NavBar. Using this example from the dev manual (/Kernel/Config/Files/XML/HelloWorld.xml): <?xml version="1.0" encoding="UTF-8" ?> <otrs_config version="2.0" init="Application"> <Se...
by RStraub
04 Jan 2018, 13:23
Forum: OTRS Developers
Topic: [Addon Announcement] Timer
Replies: 1
Views: 5513

Re: [Addon Announcement] Timer

Migrated to v6:

https://opar.perl-services.de/dist/TTO-Timer-6.0.0

btw: I like the new integration of sidebar widgets (yey!) - just didn't figure out yet what the proper way for java script injection is: Manual tells you to use .js files with an init function..
by RStraub
19 Oct 2017, 13:53
Forum: Help
Topic: agents traceability
Replies: 1
Views: 415

Re: agents traceability

Hey there,

you'd probably have to parse all history entries that were made to the ticket.

According to the db-schema, agent data is kept in the table "users":
https://raw.githubusercontent.com/OTRS/ ... iagram.png
by RStraub
19 Oct 2017, 10:49
Forum: Help
Topic: Adding customer name in Customer ticket overview
Replies: 14
Views: 2179

Re: Adding customer name in Customer ticket overview

Hey savoir, the db-column is the customer the ticket is ASSIGNED to. But it's not the customer that created the ticket. Since you can change customers after ticket creation these might be different values. That's why I parsed the history lines to see who the first customer is that got assigned. Wher...
by RStraub
25 Sep 2017, 10:38
Forum: General
Topic: Executing bash script OTRS 5
Replies: 7
Views: 12000

Re: Executing bash script OTRS 5

Are you using absolute paths when accessing "home" or are you using the tilde? Those cannot be used when you are running a script from a non-login shell.
by RStraub
22 Sep 2017, 11:31
Forum: General
Topic: Search not working with Free Fields
Replies: 5
Views: 12999

Re: Search not working with Free Fields

-EDIT-

Misunderstood question.
by RStraub
22 Sep 2017, 10:37
Forum: Help
Topic: Duplicate Tickets
Replies: 3
Views: 611

Re: Duplicate Tickets

Well, could you provide the history entries for one of the tickets and the RAW mail ?
by RStraub
21 Sep 2017, 14:36
Forum: Help
Topic: strange Queue View layout
Replies: 6
Views: 658

Re: strange Queue View layout

The only *risk* is that the next page request will take considerable time (in our system around 10-15 seconds).
by RStraub
18 Sep 2017, 17:37
Forum: Hilfe
Topic: Vergleich der Inhalte dynamischer Felder in einer ACL
Replies: 7
Views: 803

Re: Vergleich der Inhalte dynamischer Felder in einer ACL

Huhu, doch da bist du schon richtig. Eine Meldung über ACL kannst du allerdings nicht ausgeben. Um die Felder zu vergleichen benötigst du die "DynamicFieldConfig" aus der Funktion "DynamicFIeldGet" von dem Objekt hier: http://doc.otrs.com/doc/api/otrs/5.0/Perl/Kernel/System/DynamicField.pm.html und ...