Search found 278 matches

by fcasal
18 Jun 2019, 07:12
Forum: Help
Topic: Auto change state from new to open on assigning owner
Replies: 1
Views: 37

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: 57

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: 57

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: 132

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: 66

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: 118

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: 66

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: 196

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: 44

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: 118

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: 3
Views: 97

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: 65

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: 3
Views: 97

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: 2
Views: 186

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: 165

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: 107

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: 95

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: 70

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: 68

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: 55

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: 105

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: 105

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: 81

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: 165

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: 196

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: 78

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: 64

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: 108

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: 253

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: 92

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?
by fcasal
17 Apr 2019, 15:44
Forum: Help
Topic: Slow Queueview
Replies: 15
Views: 253

Re: Slow Queueview

I think it could be interesting to thin that database, perhaps changing that otrs saves attachments into filestore instead of database, and move all the attachments (you can do on the fly), and then try how is working.
by fcasal
15 Apr 2019, 16:08
Forum: Help
Topic: Slow Queueview
Replies: 15
Views: 253

Re: Slow Queueview

Which patch level of otrs 6 have installed?
by fcasal
15 Apr 2019, 16:08
Forum: OTRS Developers
Topic: ACL for DropDown
Replies: 2
Views: 89

Re: ACL for DropDown

Working with values, they have the internal name and the name you can see when working with otrs. The last one change with the languaje you are working, so you have to use the internal.
by fcasal
10 Apr 2019, 18:11
Forum: Help
Topic: Filesystem or database storage?
Replies: 2
Views: 75

Re: Filesystem or database storage?

I prefer filesystem because when you perform an upgrade, like from otrs 5 to 6, the script that update the db takes a lot of time if db is large. Fortunately, otrs allows you to change between one system to another on the fly and very fast, at least when you change from database storage to filesyste...
by fcasal
29 Mar 2019, 12:32
Forum: General
Topic: Customer ticket search
Replies: 1
Views: 86

Re: Customer ticket search

The first thing would be to upgrade to the last patch of the 4 version of otrs. And then, try again.
by fcasal
28 Mar 2019, 13:48
Forum: Help
Topic: Import DynamicFields
Replies: 10
Views: 196

Re: Import DynamicFields

Is there any information in the log?
Are you importing/exporting between the same otrs version?
by fcasal
28 Mar 2019, 13:46
Forum: OTRS Developers
Topic: Dynamic Fields
Replies: 19
Views: 385

Re: Dynamic Fields

You can check the webs with addons than add features to otrs.

Greetings.
by fcasal
21 Mar 2019, 10:14
Forum: Ayuda
Topic: OTRS6 - Ayuda mail
Replies: 7
Views: 185

Re: OTRS6 - Ayuda mail

Según pone ahí, hay alguna configuración que impide el envío, pero es ajeno al OTRS. Revisa la configuración de las cuentas de gmail, que permitan el envío de emails a través de aplicaciones de terceros.
by fcasal
15 Mar 2019, 23:37
Forum: General
Topic: Customise Reports
Replies: 2
Views: 106

Re: Customise Reports

I use Powerbi. If you have the paid version, you can use the reports module.

Greetings
by fcasal
15 Mar 2019, 23:36
Forum: Ayuda
Topic: OTRS6 - Ayuda mail
Replies: 7
Views: 185

Re: OTRS6 - Ayuda mail

Entiendo que en el registro de configuración no sale error ni en los logs de apache tampoco, ¿es correcto?
by fcasal
15 Mar 2019, 16:43
Forum: Ayuda
Topic: OTRS6 - Ayuda mail
Replies: 7
Views: 185

Re: OTRS6 - Ayuda mail

Probablemente debas configurar en Gmail que permita el envío desde aplicaciones inseguras

https://www.hostinger.es/tutoriales/com ... -gratuito/

Aquí explican como.

Saludos
by fcasal
12 Mar 2019, 21:07
Forum: Help
Topic: Only open new agent ticket phone if customer exist
Replies: 4
Views: 129

Re: Only open new agent ticket phone if customer exist

I am not sure about your question, because How can you selected a customer that is not registered?
by fcasal
06 Mar 2019, 18:29
Forum: Ayuda
Topic: [SOLUCIONADO] OTRS 5 - Ayuda cambio de IP publica
Replies: 2
Views: 120

Re: OTRS 5 - Ayuda cambio de IP publica

REalmente esto no es una configuración del otrs propiamente dicho.

Tenéis que cambiar en vuestro proveedor o servidor en donde está configurado la url para que apunte a la nueva ip.

Saludos.