OtterHub - OTRS Community for ((OTRS)) Community Edition and similar

RStraub

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?

RStraub

Yes. Add a new entry where Key = ClassName and Value = "Owner" (= the key of your field of type customer).

RStraub

Oh, and did you configure the SysConfig here:

Code: Select all

AgentCustomerInformationCenter::Backend###0060-CIC-ITSMConfigItemCustomerCompany

to define which keys OTRS should lookup?

RStraub

Hmm, could you post your CI definition here?

RStraub

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...

RStraub

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.

RStraub

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...

RStraub

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?

RStraub

Hast du beim kopieren auf korrekte Dateirechte geachtet?

RStraub

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 ?

RStraub

Doppelpost, siehe:
viewtopic.php?f=62&t=40303

RStraub

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 ...

RStraub

Ja genau. Alte Angewohnheit, die heißt glaub ich erst seit den neueren Versionen schön deutsch "Systemkonfiguration".

RStraub

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-...

RStraub

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...

RStraub

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 ...

RStraub

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 ...

RStraub

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.

RStraub

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.

RStraub

Dann poste doch mal bitte den Apache Log

RStraub

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...

RStraub

Das sieht nach ein Problem mit Paketen aus.

Hast du alle installierten Pakete ebenfalls auf v6 + aktualisiert ?

RStraub

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.

RStraub

After deinstallation, can you restart the apache (or the server) ?

RStraub

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).

RStraub

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.

RStraub

Heyo,

if you don't want to uninstall, you can deactivate the module registration in the SysConfig.

RStraub

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...

RStraub

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

RStraub

Oder über Datenbankmanipulation - wogegen die Revisionssicherheit spricht...

RStraub

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...

RStraub

Huhu,

schmeißen die Logs (Apache/OTRS) Fehler?

RStraub

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...

RStraub

Oder ihr versuchts mal über die "Changes" aus dem ITSM Modul, dort werden Zeiten auch addiert.

RStraub

Hey there,

can you check in the SysConfig under Core::Email -> NotificationSenderEmail what's written there?

RStraub

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.

RStraub

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.

RStraub

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"?...

RStraub

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...

RStraub

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

RStraub

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...

RStraub

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...

RStraub

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..

RStraub

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

RStraub

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...

RStraub

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.

RStraub

-EDIT-

Misunderstood question.

RStraub

Well, could you provide the history entries for one of the tickets and the RAW mail ?

RStraub

The only *risk* is that the next page request will take considerable time (in our system around 10-15 seconds).

RStraub

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 ...

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