Search found 292 matches

by fcasal
09 Jul 2019, 16:58
Forum: Help
Topic: Agents answering to email are closing the ticket
Replies: 1
Views: 27

Re: Agents answering to email are closing the ticket

Probably you will have some option for doing that, maybe an ACL, or Generic Agent, or any other thing. Check these options.

Regards.
by fcasal
09 Jul 2019, 16:57
Forum: ¿Cómo lo hago?
Topic: Enviar correos desde un mail distinto por cada cola
Replies: 8
Views: 128

Re: Enviar correos desde un mail distinto por cada cola

Tras revisarlo creo que nosotros podemos hacerlo porque no usamos el smtp del proveedor para el envío, sino que tenemos configurado un sendmail interno, que redirige los envíos.
Puedes probar con esas configuración.

Un saludo.
by fcasal
08 Jul 2019, 21:53
Forum: ¿Cómo lo hago?
Topic: Recibir tickets de OTRS al correo.
Replies: 3
Views: 46

Re: Recibir tickets de OTRS al correo.

Eso se consigue como te comentaba, configurando las notificaciones dentro de las preferencias de cada agente. Puedes hacerlo por colas, servicios o ambas.

Un saludo
by fcasal
08 Jul 2019, 15:43
Forum: ¿Cómo lo hago?
Topic: Enviar correos desde un mail distinto por cada cola
Replies: 8
Views: 128

Re: Enviar correos desde un mail distinto por cada cola

No, te confirmo que hice la prueba con dos correos, de dominios distintos, uno gmail y otro office 365, y sin problema. Y el smtp, no es de ninguno de esos dos.

Si pones las configuraciones, las vemos y buscamos cual puede ser el problema.

Un saludo.
by fcasal
05 Jul 2019, 14:24
Forum: ¿Cómo lo hago?
Topic: Enviar correos desde un mail distinto por cada cola
Replies: 8
Views: 128

Re: Enviar correos desde un mail distinto por cada cola

Acabo de hacer un prueba, y si puedes enviar en nombre de otro dominio teniendo un solo smtp.

Un saludo.
by fcasal
05 Jul 2019, 14:17
Forum: ¿Cómo lo hago?
Topic: Enviar correos desde un mail distinto por cada cola
Replies: 8
Views: 128

Re: Enviar correos desde un mail distinto por cada cola

Nosotros añadimos cuentas del mismo dominio, no tenemos cuentas con configuraciones smtp diferentes. Desconozco si se pueden mezclar

Un saludo
by fcasal
05 Jul 2019, 08:12
Forum: ¿Cómo lo hago?
Topic: Enviar correos desde un mail distinto por cada cola
Replies: 8
Views: 128

Re: Enviar correos desde un mail distinto por cada cola

Es muy sencillo. En Admin, te vas a Colas, y dentro de cada cola, defines con que email de los configurados quieres que realice los envíos.

Saludos.
by fcasal
04 Jul 2019, 08:14
Forum: ¿Cómo lo hago?
Topic: Recibir tickets de OTRS al correo.
Replies: 3
Views: 46

Re: Recibir tickets de OTRS al correo.

No acabo de tener claro lo que quieres. Si lo que quieres es que los agentes de una cola reciban una notificación cuando se cree un tique, eso se configura en las notificaciones dentro de la configuración de los agentes.

Un salud
by fcasal
03 Jul 2019, 13:52
Forum: General
Topic: 100% CPU usage after changing the server
Replies: 4
Views: 127

Re: 100% CPU usage after changing the server

There is a bug about this, check https://bugs.otrs.org/show_bug.cgi?id=14540

Regards
by fcasal
03 Jul 2019, 10:59
Forum: Ayuda
Topic: Error al enviar correo desde OTRS 6
Replies: 1
Views: 55

Re: Error al enviar correo desde OTRS 6

Hola.

Puedes revisar los logs de comunicación del otrs para ver cual es el error que da al enviar, y con eso buscar una solución.

Un saludo.
by fcasal
02 Jul 2019, 21:06
Forum: General
Topic: 100% CPU usage after changing the server
Replies: 4
Views: 127

Re: 100% CPU usage after changing the server

I would update the otrs to the last patch version, they have fixed many errors

Regards!
by fcasal
01 Jul 2019, 15:57
Forum: Ayuda
Topic: tablas OTRS
Replies: 2
Views: 56

Re: tablas OTRS

Hola,

no se si hay en algún sitio esa información, aquí tienes el esquema de la BBDD de OTRS

https://ftp.otrs.org/pub/otrs/doc/datab ... tabase.png

Saludos
by fcasal
28 Jun 2019, 22:19
Forum: Help
Topic: Reply not updated in ticket
Replies: 1
Views: 53

Re: Reply not updated in ticket

I will try with [Ticket#1558] in the subject of the email.

Best regards
by fcasal
21 Jun 2019, 06:14
Forum: Ayuda
Topic: vista cliente -personalizar
Replies: 1
Views: 102

Re: vista cliente -personalizar

Yo diría que no se puede, ya que hace unos meses estuve mirando de hacerlo, y no vi la forma.

Un saludo.
by fcasal
18 Jun 2019, 07:12
Forum: Help
Topic: Auto change state from new to open on assigning owner
Replies: 1
Views: 65

Re: Auto change state from new to open on assigning owner

With ForceStateChangeOnLock only can change the state when you lock the ticket, not when you assign the ticket.
You can try with
Ticket::Frontend::AgentTicketOwner###State and

Ticket::Frontend::AgentTicketOwner###StateDefault

Other options is to use the Generic Agent

Best regards
by fcasal
18 Jun 2019, 07:06
Forum: General
Topic: [SOLUCIONADO]ACL para servicios a determinadas colas.
Replies: 3
Views: 100

Re: ACL para servicios a determinadas colas.

Se puede hacer de ambas formas. En mi opinión, es más fácil de forma gráfica. Una vez lo tengas controlado, a veces con el config.pm puedes hilar más fino, y es más rápido para replicar ACLs similares.

Saludos.
by fcasal
17 Jun 2019, 11:17
Forum: General
Topic: [SOLUCIONADO]ACL para servicios a determinadas colas.
Replies: 3
Views: 100

Re: ACL para servicios a determinadas colas.

Lo lógico sería que creases una acl buscando lograr eso y si algo no funciona, te echamos una mano.

Saludos.
by fcasal
13 Jun 2019, 12:39
Forum: Help
Topic: problem with customer page
Replies: 9
Views: 189

Re: problem with customer page

first, update to the last patch of 3 version. And then, update to the actual otrs versión with support, that I think is the 4.
by fcasal
13 Jun 2019, 12:38
Forum: Help
Topic: Ticket close email notification image wanted
Replies: 2
Views: 92

Re: Ticket close email notification image wanted

I think you can´t with the out the box options, perhaps it is neccesary to develop such utility.
by fcasal
13 Jun 2019, 08:57
Forum: General
Topic: unable to add custom field in new ticket create in customer interface
Replies: 6
Views: 210

Re: unable to add custom field in new ticket create in customer interface

What i want is to check the configuration you have here: Ticket::Frontend::CustomerTicketMessage###DynamicField and screenshot of your dynamics fields in order to find out the problem.
by fcasal
08 Jun 2019, 08:47
Forum: General
Topic: Agregar 2 colas a un ticket, es posible?
Replies: 2
Views: 94

Re: Agregar 2 colas a un ticket, es posible?

Que yo sepa no se puede. Nosotros lo que haces es coger la primera nota, dividirla, y automáticamente los tiques quedan vinculados, y puedes mover uno a cada cola con su parte de trabajo.

Un saludo.
by fcasal
08 Jun 2019, 08:46
Forum: Help
Topic: Generic Agent runs only on first matched ticket
Replies: 9
Views: 272

Re: Generic Agent runs only on first matched ticket

Could you show the configuration of the email in admin part?
by fcasal
07 Jun 2019, 11:07
Forum: General
Topic: otrs installation problem
Replies: 1
Views: 113

Re: otrs installation problem

I think you should better download the file with wget and then follow the manual because you have to install some software before installing the otrs version.

Greetings.
by fcasal
05 Jun 2019, 06:29
Forum: General
Topic: unable to add custom field in new ticket create in customer interface
Replies: 6
Views: 210

Re: unable to add custom field in new ticket create in customer interface

Hi,

You can try with

Ticket::Frontend::CustomerTicketMessage###DynamicField

and there add your dynamic field
by fcasal
05 Jun 2019, 06:25
Forum: Geral
Topic: Relatório em SQL
Replies: 4
Views: 178

Re: Relatório em SQL

Boas

En principio, calquera cos permisos axeitados, poder ver os relatorios.

Un saudo
by fcasal
03 Jun 2019, 22:44
Forum: General
Topic: wrong "to:" ticket
Replies: 1
Views: 143

Re: wrong "to:" ticket

https://bugs.otrs.org/show_bug.cgi?id=4640

I think is this problem, if you have the 5.0.13 otrs version. Upgrade to the last patch of otrs 5s and check it.

Kind Regards
by fcasal
03 Jun 2019, 22:41
Forum: Geral
Topic: Relatório em SQL
Replies: 4
Views: 178

Re: Relatório em SQL

Boas.

Non entendo a tua dúbida, onde queres poñelo relatorio?

Saudos
by fcasal
03 Jun 2019, 22:39
Forum: Help
Topic: DynamicField ITSMConfigItemReference removing item
Replies: 3
Views: 236

Re: DynamicField ITSMConfigItemReference removing item

That is an external addon, so you should ask for support to the developer, in my opinion.
by fcasal
03 Jun 2019, 22:37
Forum: Help
Topic: Picking up wrong article in answer mail
Replies: 8
Views: 228

Re: Picking up wrong article in answer mail

Have youo any ACL that can affect the queues functionality?
by fcasal
30 May 2019, 08:40
Forum: Help
Topic: getting error on otrs/installer.pl
Replies: 7
Views: 153

Re: getting error on otrs/installer.pl

It seems you missed some steps, could you replicate here the steps you made?
by fcasal
30 May 2019, 06:21
Forum: Geral
Topic: OTRS 5 para 6
Replies: 2
Views: 126

Re: OTRS 5 para 6

Hola. Isto parece un problema de como está configurada actualmente a base de datos, como se nalgún momento se fixera unha mala instalación. Qué outras actualizacións se fixeron sobre esa contorna? Unha posibilidade sería instalar noutra máquina unha versión en limpo do teu otrs 5 actual (co mesmo ni...
by fcasal
30 May 2019, 06:16
Forum: General
Topic: Problema con notificación acerca de Follow-Up
Replies: 1
Views: 91

Re: Problema con notificación acerca de Follow-Up

Hola,

hasta donde yo se, ese es el comportamiento esperado ya que la aplicación registra de ese modo que se ha enviado una nota externa que se puede consultar en cualquier momento, y diría que no se puede cambiar ese comportamiento.

Un saludo.
by fcasal
30 May 2019, 06:13
Forum: Help
Topic: unable to login on installing otrs 6.0.12 with root@localhost
Replies: 2
Views: 89

Re: unable to login on installing otrs 6.0.12 with root@localhost

Please, share with us the steps you followed in order to find out which was the problem but I think you missed some steps of the procedure.
by fcasal
30 May 2019, 06:12
Forum: Help
Topic: [SOLVED] Reorder top menu entries
Replies: 2
Views: 75

Re: Reorder top menu entries

Yes, is very easy because you only have to click and drag for ordering them.
by fcasal
29 May 2019, 15:44
Forum: General
Topic: The database relation between Dynamic Fields and tickets in OTRS 6
Replies: 4
Views: 192

Re: The database relation between Dynamic Fields and tickets in OTRS 6

I already checked it, but dynamic fields are only relate between them, and the valid, is alone.
by fcasal
29 May 2019, 15:41
Forum: General
Topic: The database relation between Dynamic Fields and tickets in OTRS 6
Replies: 4
Views: 192

The database relation between Dynamic Fields and tickets in OTRS 6

Hi, We are using dinamyc fields in the closing part of the ticket. Now I want to get that information with sql, but I can not understand how is the relation between the tables. I found that in this forum: https://forums.otterhub.org/viewtopic.php?t=19452 But is from otrs 3.3 and the valid table is n...
by fcasal
23 May 2019, 11:03
Forum: General
Topic: Combining similar tickets
Replies: 1
Views: 154

Re: Combining similar tickets

You can use merge option to achieve that.
by fcasal
19 May 2019, 08:02
Forum: Help
Topic: Picking up wrong article in answer mail
Replies: 8
Views: 228

Re: Picking up wrong article in answer mail

Which exactly version and patch of OTRS are you using?
by fcasal
19 May 2019, 08:00
Forum: Help
Topic: Generic Agent runs only on first matched ticket
Replies: 9
Views: 272

Re: Generic Agent runs only on first matched ticket

Could you post an image of the job from the generic Agent?
by fcasal
19 May 2019, 07:51
Forum: General
Topic: Add field in LinkObject search (OTRS 6)
Replies: 2
Views: 139

Re: Add field in LinkObject search (OTRS 6)

Which fields do you want to add?
by fcasal
13 May 2019, 15:53
Forum: General
Topic: Rechazar mails de usuarios que no tienen un servicio
Replies: 1
Views: 78

Re: Rechazar mails de usuarios que no tienen un servicio

Hola.

Se me ocurre que configures el agente genérico para que envíe a la cola junk los tiques abiertos sin cliente.

¿eso lo has probado?

Un saludo.
by fcasal
07 May 2019, 12:30
Forum: Help
Topic: how to config the 'Sendmail' account
Replies: 4
Views: 128

Re: how to config the 'Sendmail' account

You can check the otrs admin book, there you have several options of how to config the email.

Kind regards.
by fcasal
23 Apr 2019, 15:55
Forum: Help
Topic: Slow Queueview
Replies: 15
Views: 285

Re: Slow Queueview

Have you checked the database configuration?
Is the db in the same machine of otrs?
by fcasal
17 Apr 2019, 15:47
Forum: General
Topic: Configure Yahoo Email
Replies: 2
Views: 111

Re: Configure Yahoo Email

Hi,

Which otrs version are you using?

What about the logs? It shows any error when trying?

Which configuration do you have?