Search found 213 matches

by fcasal
06 Jan 2019, 07:29
Forum: ¿Cómo lo hago?
Topic: Cambiar "OTRS Notifications" en bandeja de entrada
Replies: 2
Views: 2520

Re: Cambiar "OTRS Notifications" en bandeja de entrada

Hola

Con el campo SendMailEnvelopeFrom puedes cambiar la dirección de envío.

Un saludo.
by fcasal
21 Dec 2018, 17:02
Forum: General
Topic: Error en actualización
Replies: 3
Views: 704

Re: Error en actualización

El error de no poder crear una tabla podría ser por los permisos. Revisa los permisos del usuario de la base de datos y vuelve a probar.

Saludos
by fcasal
18 Dec 2018, 20:49
Forum: General
Topic: Auto responses without queue
Replies: 4
Views: 629

Re: Auto responses without queue

You can configure the postmaster filter to assign a queue based on the email.

Greetings
by fcasal
15 Dec 2018, 09:26
Forum: General
Topic: Not able to change queue of a ticket without becoming the owner
Replies: 1
Views: 372

Re: Not able to change queue of a ticket without becoming the owner

You can use the option:
ForceOwnerResetOnMove and there define a generic user like Admin OTRS

Greetings.
by fcasal
12 Dec 2018, 22:52
Forum: Help
Topic: All queues are missing after upgrading OTRS from 5.0.24 to 6.0.1
Replies: 3
Views: 1734

Re: All queues are missing after upgrading OTRS from 5.0.24 to 6.0.1

It is a bad idea to upgrade to 6.0.1 version because there are several patch level versions that solve many problems.
And it is a bad idea to reopen an old topic, so is better you create a new one with more information. Actual version, what is in the logs after the update, etc.

Greetings.
by fcasal
12 Dec 2018, 22:47
Forum: General
Topic: Notificacion no llega a agente
Replies: 6
Views: 1447

Re: Notificacion no llega a agente

Las notificaciones se configuran en la parametrización de cada uno de los agentes, y también se elige de que colas y servicios quiere recibir notificaciones. En notificaciones de tique, configuras en que condiciones quieres que se ejecuten, como ejemplo: - En eventos eliges el que te interese, en tu...
by fcasal
12 Dec 2018, 00:26
Forum: General
Topic: Notificacion no llega a agente
Replies: 6
Views: 1447

Re: Notificacion no llega a agente

No le veo el sentido el hacerlo con el agente genérico, teniendo las colas o los servicios para que notifique cuando un cliente crea un tique nuevo. ¿porque no configuras las notificaciones en la cola donde entran los tiques de los clientes?

Saludos.
by fcasal
10 Dec 2018, 20:08
Forum: Help
Topic: Display Pending time in Customer::Ticket::ViewZoom
Replies: 3
Views: 270

Re: Display Pending time in Customer::Ticket::ViewZoom

I checked and in the otrs 4.0.6 the problem is solved:

https://bugs.otrs.org/show_bug.cgi?id=10808

Greetings
by fcasal
10 Dec 2018, 20:04
Forum: General
Topic: Notificacion no llega a agente
Replies: 6
Views: 1447

Re: Notificacion no llega a agente

¿has revisado la configuración de notificaciones de los agentes? Podría venir de ahí la cuestión. También revisa que esté bien configurado el módulo de notificaciones.

Saludos
by fcasal
10 Dec 2018, 07:26
Forum: Help
Topic: OTRS Migration failed
Replies: 3
Views: 385

Re: OTRS Migration failed

What is in the log file?
You only moved the files or try at the same time to update?
Greetings
by fcasal
08 Dec 2018, 09:08
Forum: General
Topic: Pierde conexión y descarga index.pl vacío
Replies: 2
Views: 909

Re: Pierde conexión y descarga index.pl vacío

Las veces que me ha ocurrido esto, se ha solucionado o reiniciando el apache o reiniciando el servidor. Si con esto sigue fallando, puedes probar a actualizar al último parche disponible de la versión que estés usando.

Ya nos dices. Un saludo.
by fcasal
04 Dec 2018, 16:46
Forum: General
Topic: Add last ticket update date and time to TIcket Information widget
Replies: 4
Views: 370

Re: Add last ticket update date and time to TIcket Information widget

Perhaps is possible in otrs, but I don´t know how
by fcasal
03 Dec 2018, 07:36
Forum: Help
Topic: Backup directory timestamp issue
Replies: 3
Views: 325

Re: Backup directory timestamp issue

In the otrs, which timezone do you have configured?
by fcasal
01 Dec 2018, 09:15
Forum: Help
Topic: Issue with Calendar Overview after migrating from centos6 to centos7
Replies: 2
Views: 386

Re: Issue with Calendar Overview after migrating from centos6 to centos7

Is there any information in the otrs log?

Greetings
by fcasal
01 Dec 2018, 09:11
Forum: General
Topic: Add last ticket update date and time to TIcket Information widget
Replies: 4
Views: 370

Re: Add last ticket update date and time to TIcket Information widget

Perhaps you can use the variable:

<OTRS_TICKET_UpdateTime>

Greetings
by fcasal
01 Dec 2018, 09:00
Forum: General
Topic: Mover a cola dependiendo el horario... Se puede?
Replies: 1
Views: 569

Re: Mover a cola dependiendo el horario... Se puede?

Si con el agente genérico no se puede, entonces solo se me ocurre que haya que hacer un desarrollo a media. También puedes mirar los Add-ons para otrs igual alguno lo permite.

Saludos
by fcasal
01 Dec 2018, 08:54
Forum: Help
Topic: Backup directory timestamp issue
Replies: 3
Views: 325

Re: Backup directory timestamp issue

Perhaps is because your systema is its, and otrs it could be using utc, and the difference is 5:30 hours.

Greetings
by fcasal
01 Dec 2018, 08:43
Forum: Help
Topic: Stuck on install
Replies: 5
Views: 352

Re: Stuck on install

Would be helpful if you could give us all the steps that you have made. the step 8 is only to put the url http://localhost/otrs/installer.pl so if you have made every step, and you have all the requirements it works. What happened qhen you try the url?

Greetings.
by fcasal
27 Nov 2018, 09:04
Forum: ¿Cómo lo hago?
Topic: Duda con colas y prioridades.
Replies: 10
Views: 4105

[Resuelto] Duda con colas y prioridades.

Puedes editar el título. Por cierto, ¿Qué solución aplicaste al final?
by fcasal
21 Nov 2018, 14:18
Forum: ¿Cómo lo hago?
Topic: Duda con colas y prioridades.
Replies: 10
Views: 4105

Re: Duda con colas y prioridades.

Hasta donde yo se no, aunque usando cron creo que se podrían crear pero nunca lo llegué a probar.

Saludos.
by fcasal
20 Nov 2018, 06:20
Forum: General
Topic: Emails pendientes en Communication Log
Replies: 3
Views: 567

Re: Emails pendientes en Communication Log

Te indica que tienes que ejecutarlo como usuario otrs en lugar de como root. ¿Has probado?
by fcasal
20 Nov 2018, 06:19
Forum: ¿Cómo lo hago?
Topic: Duda con colas y prioridades.
Replies: 10
Views: 4105

Re: Duda con colas y prioridades.

En esta sección del manual de administrador tienes todos los campos que puedes definir con el filtro

1.14. Filtering Incoming Email Messages

Saludos!
by fcasal
20 Nov 2018, 06:16
Forum: General
Topic: Unable install package in OTRS 6
Replies: 4
Views: 331

Re: Unable install package in OTRS 6

Perhaps is because you have 6.0.14 and the repository shows another version. Have you updated the online repository?

Greetings.
by fcasal
19 Nov 2018, 12:45
Forum: ¿Cómo lo hago?
Topic: Duda con colas y prioridades.
Replies: 10
Views: 4105

Re: Duda con colas y prioridades.

En el manual de administrador tienes perfectamente explicado su funcionamiento. Si te surge alguna duda en concreto, lo revisamos.

Saludos!
by fcasal
19 Nov 2018, 07:12
Forum: ¿Cómo lo hago?
Topic: Duda con colas y prioridades.
Replies: 10
Views: 4105

Re: Duda con colas y prioridades.

Para eso tienes que ir a la parte administrador a Filtros de correo electrónico, donde puedes parametrizar la asignación de colas, prioridades, etc. según el origen del correo electrónico.

Saludos
by fcasal
16 Nov 2018, 07:29
Forum: Help
Topic: creating new tickets out of notifications (not followups)
Replies: 2
Views: 1164

Re: creating new tickets out of notifications (not followups)

Perhaps one work around, you can make that the generic agent assign those tickets to an agent who has configured and e-mail that opens a new ticket in the otrs.

Greetings
by fcasal
15 Nov 2018, 07:27
Forum: General
Topic: Eliminar tickets y agentes OTRS 6 (SOLVENTADO)
Replies: 5
Views: 587

Re: Eliminar tickets y agentes OTRS 6

Al igual que con los agentes, los usuarios no se pueden borrar por cuestiones de trazabilidad y auditoría. Lo que si puedes hacer es marcarlos como inválidos.

Saludos.
by fcasal
14 Nov 2018, 11:22
Forum: General
Topic: Eliminar tickets y agentes OTRS 6 (SOLVENTADO)
Replies: 5
Views: 587

Re: Eliminar tickets y agentes OTRS 6

Agentes no se pueden borrar, hasta donde yo se, ya que se mantienen por motivos de auditorías.

En relación con el otro error, parece un problema de la configuración de la cuenta de correo. Revisa el communication log para ver que error da.

Saludos.
by fcasal
13 Nov 2018, 19:22
Forum: Help
Topic: Unable to install OTRS 6 on OEL 7
Replies: 8
Views: 3569

Re: Unable to install OTRS 6 on OEL 7

Have you installed all the software packages that are required by otrs?

It seems that something is not installed.

Greetings.
by fcasal
13 Nov 2018, 19:21
Forum: General
Topic: Eliminar tickets y agentes OTRS 6 (SOLVENTADO)
Replies: 5
Views: 587

Re: Eliminar tickets y agentes OTRS 6

Yo volvería a probar con el agente genérico. En su día eliminé todos los tiques que tenían más de dos años, y si se pueden eliminar los que están cerrados. Inténtalo, y si no te los borra, pon aquí la configuración que has usado y la revisamos.

Saludos.
by fcasal
13 Nov 2018, 15:25
Forum: Help
Topic: Nested sorting on tickets
Replies: 2
Views: 161

Re: Nested sorting on tickets

I think you can´t do it with the out of the box version, as far as i Know. Probably the solutions goes over coding the application.

Greetings.
by fcasal
08 Nov 2018, 07:26
Forum: OTRS Developers
Topic: Unable to get property 'Init'
Replies: 2
Views: 395

Re: Unable to get property 'Init'

Which version of otrs are you using?

Is there any information in the apache log?

Which version of OS are you using? have you updated it recently?

Greetings.
by fcasal
08 Nov 2018, 07:22
Forum: Ayuda
Topic: Campo no disponible
Replies: 1
Views: 372

Re: Campo no disponible

Hola.

Para que esté habilitada la opción de responder, tienes que crear plantillas de respuesta desde administrador, y vincularlas a los tipos de tique para que puedas utilizarlas.

Un saludo.
by fcasal
05 Nov 2018, 16:19
Forum: Help
Topic: Cant send or receive emails using Gmail on a newly 6.0.12 system installed on ubuntu 18.04.1
Replies: 2
Views: 218

Re: Cant send or receive emails using Gmail on a newly 6.0.12 system installed on ubuntu 18.04.1

It shows that can´t connect to imap.gmail.com so the question is:

from the server can you connecto with that url?
by fcasal
23 Oct 2018, 06:34
Forum: General
Topic: OTRS 6.0.8 - Error creating DateTime object.
Replies: 8
Views: 430

Re: OTRS 6.0.8 - Error creating DateTime object.

Hello, perhaps is the error that was solved with the patch level 11 https://community.otrs.com/release-notes-otrs-6-patch-level-11/ The error is: Bug 14045 - Error creating DateTime object for pending time in Process ticket >> https://bugs.otrs.org/show_bug.cgi?id=14045 Have you created any process ...
by fcasal
18 Oct 2018, 06:33
Forum: Ayuda
Topic: Gestión de Importación/Exportación
Replies: 1
Views: 944

Re: Gestión de Importación/Exportación

Puedes revisar los logs del sistema para ver si devuelve algún error que ayude a verificar el problema. También puedes actualizar el otrs al último patch disponible de la versión 5, ya que se corrigen muchos errores.
by fcasal
16 Oct 2018, 05:52
Forum: Ayuda
Topic: Ayuda
Replies: 1
Views: 373

Re: Ayuda

El problema es un error de autenticación, por lo que indica en esta línea:

IMAPS: Auth for user soporte.ecuador@XXXX.com/imap.gmail.com failed!

Revisa que el usuario y contraseña sean los correctos.

Saludos!
by fcasal
15 Oct 2018, 14:08
Forum: Help
Topic: Assign Services By CustomerID
Replies: 1
Views: 110

Re: Assign Services By CustomerID

Have you tried with the generic agent trhough ticket creation?

Greetings
by fcasal
15 Oct 2018, 14:06
Forum: Help
Topic: Ticket opening at same hour every day
Replies: 1
Views: 112

Re: Ticket opening at same hour every day

It is a phone ticket or an email ticket?

There is any cron task?

Is there any mail that incorporate emails to tickets?

Greetings
by fcasal
13 Oct 2018, 20:40
Forum: General
Topic: Owner button filtering tickets
Replies: 6
Views: 695

Re: Owner button filtering tickets

Perhaps as a workaround, you can configure the generic agent for locking the tickets you own in the state of unlock.
by fcasal
13 Oct 2018, 09:22
Forum: Ayuda
Topic: Import/Export OTRS5.0.18
Replies: 1
Views: 916

Re: Import/Export OTRS5.0.18

Hola, no acabo de comprender que utilices import/export para la creación de un nuevo elemento del catálogo, ya que para eso tienes el Catálogo General.

Saludos.
by fcasal
12 Oct 2018, 07:01
Forum: General
Topic: Owner button filtering tickets
Replies: 6
Views: 695

Re: Owner button filtering tickets

I am not sure what are you asking for, because the button My locked tickets also shows the tickets you own. What do you mean exatcly?
by fcasal
08 Oct 2018, 14:01
Forum: General
Topic: OTRS 6 - removing "/otrs/index.pl in url
Replies: 2
Views: 179

Re: OTRS 6 - removing "/otrs/index.pl in url

That is a configuration of Apache, nor in the otrs, so you should ask for that in an Apache or Linux forum.
by fcasal
29 Sep 2018, 08:49
Forum: General
Topic: Not able to select text with mouse on zoom view
Replies: 4
Views: 481

Re: Not able to select text with mouse on zoom view

You could check the logs of otrs to find errors. Also restart the apache and, perhaps the server, could be useful.

Greetings.
by fcasal
26 Sep 2018, 19:05
Forum: Help
Topic: PendingAutoClose+ not working
Replies: 1
Views: 259

Re: PendingAutoClose+ not working

First of all i Would check the logs and also check if there is any ptach for your otrs version that talks about your problem.

Greetings.
by fcasal
26 Sep 2018, 04:28
Forum: General
Topic: Not able to select text with mouse on zoom view
Replies: 4
Views: 481

Re: Not able to select text with mouse on zoom view

Which version of otrs are you using? I mean, 5 with patch...?
by fcasal
07 Sep 2018, 06:09
Forum: General
Topic: Replacing a CI in CMDB
Replies: 1
Views: 212

Re: Replacing a CI in CMDB

I think the best would be to set that ci as

Deployment state: Retired
Incident state: Incident

Then you create a new ci with the new switch.

Greetings
by fcasal
04 Sep 2018, 12:05
Forum: Help
Topic: Error migration DB from 5.0.29 to 6.0.x
Replies: 7
Views: 392

Re: Error migration DB from 5.0.29 to 6.0.x

In the other place didn´t could resolv the problem, but they think could be a problem with the update script, so perhaps could be a problem with database permission?
by fcasal
01 Sep 2018, 10:08
Forum: General
Topic: GenericAgent doesn't find tickets that normal search does
Replies: 3
Views: 294

Re: GenericAgent doesn't find tickets that normal search does

Ok, in the 6.0.7 corrects a problem of the generic agent filtering email:

Bug#13683 – Generic Agent Mail Filtering.

So i would try to update to last version and also to clean and rebuild the cache.