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?
Search found 2092 matches
- 19 Feb 2019, 17:34
- Forum: General
- Topic: Specific agents dedicated to specific customers?
- Replies: 3
- Views: 40
- 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).
- 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:
to define which keys OTRS should lookup?
Code: Select all
AgentCustomerInformationCenter::Backend###0060-CIC-ITSMConfigItemCustomerCompany
- 15 Feb 2019, 17:49
- 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
Hmm, could you post your CI definition here?
- 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...
- 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.
@Vinc, damit ist das aber kein "Standard-Problem" sondern eine (aus meiner Sicht) kleine Anpassung an dem Paket.
- 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...
- 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?
viewtopic.php?t=289
Habt ihr dafür ein Zusatzmodul?
- 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?
- 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 ?
What is your use case? Do you need the additional information split by queues ?
- 13 Feb 2019, 17:13
- Forum: Hilfe
- Topic: Fehler beim Schließen eines Tickets
- Replies: 1
- Views: 28
Re: Fehler beim Schließen eines Tickets
Doppelpost, siehe:
viewtopic.php?f=62&t=40303
viewtopic.php?f=62&t=40303
- 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 ...
- 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".
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-...
- 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...
- 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 ...
- 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 ...
- 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:
Und dann in der Oberfläche unter Admin->Sysconfig schauen ob ungültige Einstellungen (oder nicht übernommene) bemängelt werden.
Probier mal ein:
Code: Select all
~/bin/otrs.Console.pl Maint::Config::Rebuild --cleanup
- 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.
Yet another object I didn't know about, and somewhat easier to handle than the backend value set/get.
- 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 

- 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...
- 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 ?
Hast du alle installierten Pakete ebenfalls auf v6 + aktualisiert ?
- 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.
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.
- 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) ?
- 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).
Frontend::Navigation###AgentFAQExplorer###002-FAQ
and disable it (that's for agents).
- 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.

For processes you do it in the process definition. For e.g. new Email / Phone tickets you do it in the sysconfig.
- 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.
if you don't want to uninstall, you can deactivate the module registration in the SysConfig.
- 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...
- 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
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
- 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...
- 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...
Edit: Any chance you are using the user "root@localhost" ? ACLs don't apply to that user...
- 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?
schmeißen die Logs (Apache/OTRS) Fehler?
- 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...
- 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.
- 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?
can you check in the SysConfig under Core::Email -> NotificationSenderEmail what's written there?
- 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.
- 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.
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.
- 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"?...
- 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...
- 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
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
- 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...
- 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...
- 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..
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..
- 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
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
- 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...
- 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.
- 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.
Misunderstood question.
- 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 ?
- 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).
- 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 ...