Search found 177 matches

by fcasal
18 Oct 2018, 06:33
Forum: Ayuda
Topic: Gestión de Importación/Exportación
Replies: 1
Views: 27

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: 18

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: 23

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: 20

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: 99

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: 47

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: 99

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: 47

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: 94

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: 47

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: 94

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: 73

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: 221

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: 130

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.
by fcasal
01 Sep 2018, 10:04
Forum: Help
Topic: Error migration DB from 5.0.29 to 6.0.x
Replies: 7
Views: 221

Re: Error migration DB from 5.0.29 to 6.0.x

After some updates it is convenient to restart the server, did you try that?
by fcasal
31 Aug 2018, 07:03
Forum: Help
Topic: OTRS 6 escalation notification by email
Replies: 1
Views: 95

Re: OTRS 6 escalation notification by email

Have you checked the agent configuration of the notifications? Because there is a option of what eventes you want to be notificated.

Greetings
by fcasal
31 Aug 2018, 07:02
Forum: General
Topic: GenericAgent doesn't find tickets that normal search does
Replies: 3
Views: 130

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

If your are using the otrs 5.0.16, there was a bug that was resolved in the patch 19

Bug#7811(PR#1710) – GenericAgent Search produces inconsistent results

Here you have the notes of the patch

https://community.otrs.com/release-note ... -level-19/

Greetings
by fcasal
31 Aug 2018, 06:59
Forum: General
Topic: Roles not getting set for users
Replies: 1
Views: 92

Re: Roles not getting set for users

Which patch level of OTRS 5 are you using?

Greetings.
by fcasal
31 Aug 2018, 06:58
Forum: General
Topic: Not able to update ticket via email in OTRS5
Replies: 1
Views: 74

Re: Not able to update ticket via email in OTRS5

In Otrs 5 I think you need to have the number of the ticket in a format like that in the topic of the mail:

[Ticket#2018083023000543]

Please, send a example mail and the configuration of the e-mail options.

Greetings.
by fcasal
30 Aug 2018, 12:05
Forum: General
Topic: Se puede habilitar que el agente elija el tipo de servicio??
Replies: 5
Views: 118

Re: Se puede habilitar que el agente elija el tipo de servicio??

DEntro del tique, en donde puedes cambiar el propietario, la prioridad, etc hay una opción que se llama Campos libres.
by fcasal
29 Aug 2018, 23:08
Forum: General
Topic: Se puede habilitar que el agente elija el tipo de servicio??
Replies: 5
Views: 118

Re: Se puede habilitar que el agente elija el tipo de servicio??

Curioso lo que indicas, nosotros lo cambiamos desde Campos libres. ¿desde allí puedes?
by fcasal
29 Aug 2018, 15:54
Forum: General
Topic: ERROR INSTALANDO OTRS
Replies: 12
Views: 219

Re: ERROR INSTALANDO OTRS

Realmente si sigues los pasos para Red Hat / Centos te deberían de servir. Y si puedes, pásanos el paso a paso que realizas, para poder ver si está faltando algún paso.

Saludos.
by fcasal
29 Aug 2018, 09:03
Forum: Help
Topic: Error migration DB from 5.0.29 to 6.0.x
Replies: 7
Views: 221

Re: Error migration DB from 5.0.29 to 6.0.x

Are you trying with the last version 6.0.10?
by fcasal
29 Aug 2018, 09:02
Forum: General
Topic: ERROR INSTALANDO OTRS
Replies: 12
Views: 219

Re: ERROR INSTALANDO OTRS

En realidad, si que viene como instalarlo en Fedora, y una de las primeras cosas que pone es deshabilitar el Selinux, que por ejemplo en la guía que has usado no lo menciona. Prueba con esta opción y revisa el manual.

Saludos.
by fcasal
28 Aug 2018, 13:54
Forum: Help
Topic: Error migration DB from 5.0.29 to 6.0.x
Replies: 7
Views: 221

Re: Error migration DB from 5.0.29 to 6.0.x

Please, tell us the step by step your are using during the migration.

Greetings.
by fcasal
28 Aug 2018, 13:52
Forum: General
Topic: ERROR INSTALANDO OTRS
Replies: 12
Views: 219

Re: ERROR INSTALANDO OTRS

Hola.

el problema puede venir de estar usando un manual no oficial (que los hay muy buenos) de la versión 5, e imagino que tu quieres instalar la versión 6. Por ello te recomiendo que cojas el manual oficial e instales la 6 siguiendo sus indicaciones.

Ya nos dices. Saludos.
by fcasal
28 Aug 2018, 13:48
Forum: Help
Topic: Moving OTRS to new server (Ubuntu 18.04)
Replies: 5
Views: 242

Re: Moving OTRS to new server (Ubuntu 18.04)

I am not sure but I think you have to perfom a complete installation of the otrs version before restoring the backup.

So install first the otrs and check that it works, then restore the backup.
by fcasal
20 Aug 2018, 16:03
Forum: Help
Topic: Moving OTRS to new server (Ubuntu 18.04)
Replies: 5
Views: 242

Re: Moving OTRS to new server (Ubuntu 18.04)

I don´t think is a problem of perl. Perhaps is a problem with the versión, if you check the 6.0.04 version it resolves some issues related with the update

https://community.otrs.com/release-note ... h-level-4/

so you can try to update the actual version to a new one, and try again.
by fcasal
17 Aug 2018, 04:19
Forum: General
Topic: Reducir el tiempo de 10 minutos a 1 minuto
Replies: 3
Views: 107

Re: Reducir el tiempo de 10 minutos a 1 minuto

Si te refieres al tiempo que tarda el OTRS en incorporar los correos de una cuenta configurada como tique, puedes cambiar el tiempo en el cron del sistema operativo para que el intervalo de tiempo sea menor.

Saludos.
by fcasal
13 Aug 2018, 12:20
Forum: General
Topic: Asignar cliente en los tickets creados através del correo / postmaster
Replies: 11
Views: 341

Re: Asignar cliente en los tickets creados através del correo / postmaster

¿has probado desde Campos Libres? Es el que suelo usar para cambiar esos campos.

Saludos.
by fcasal
10 Aug 2018, 06:32
Forum: General
Topic: Issue in Fetch Mail OTRS 5.0.22
Replies: 3
Views: 885

Re: Issue in Fetch Mail OTRS 5.0.22

You could try to update the otrs to the last patch 5.0.29 beceause its corrects many bugs.
by fcasal
01 Aug 2018, 11:35
Forum: General
Topic: Error al enviar correo: OTRS-CGI-63
Replies: 4
Views: 135

Re: Error al enviar correo: OTRS-CGI-63

ES dentro del otrs, en admin.

Saludos
by fcasal
27 Jul 2018, 14:58
Forum: General
Topic: Asignar cliente en los tickets creados através del correo / postmaster
Replies: 11
Views: 341

Re: Asignar cliente en los tickets creados através del correo / postmaster

Revisa que tienes correctamente asignados los servicios al cliente.

Saludos.
by fcasal
27 Jul 2018, 14:56
Forum: General
Topic: Error al enviar correo: OTRS-CGI-63
Replies: 4
Views: 135

Re: Error al enviar correo: OTRS-CGI-63

Si tienes la versión 6, revisa el communication log para ver que errores da.
by fcasal
25 Jul 2018, 11:52
Forum: General
Topic: No me aparecen tickets de customer en la parte de los agentes (Versión de 14 días de prueba)
Replies: 1
Views: 121

Re: No me aparecen tickets de customer en la parte de los agentes (Versión de 14 días de prueba)

Imagino que te faltará crear colas, y asignar esos agentes a las colas (y grupos), y que los nuevos tiques también se creen en esas colas, y de esa forma ya podrás verlos.

Saludos
by fcasal
05 Jul 2018, 20:05
Forum: Help
Topic: Very slow performance
Replies: 13
Views: 996

Re: Very slow performance

Which DB are you using?
Are there any message in the logs?

Regards.
by fcasal
26 Jun 2018, 16:07
Forum: General
Topic: Apertura de tickets por email
Replies: 4
Views: 893

Re: Apertura de tickets por email

Una pregunta. de la otra cuenta ¿se borran los correos cuando el otrs ejecuta el proceso?
Y otra cosa, si les das manualmente a que traiga los correos, ¿tampoco los genera?

Saludos.
by fcasal
26 Jun 2018, 16:05
Forum: ¿Cómo lo hago?
Topic: Como puedo agregar un adjunto a una notificación vía correo??
Replies: 4
Views: 2101

Re: Como puedo agregar un adjunto a una notificación vía correo??

La cuestión es que al incluir los adjuntos en una nota, realmente no los envía, si no que el cliente puede verlos desde el el portal. Para que los envíe, puedes utilizar la opción de email saliente, que si adjunta el fichero al correo enviado.

Saludos.
by fcasal
26 Jun 2018, 15:58
Forum: Help
Topic: Upgrade 5.0.24 to 6.0.8 fail Requirement check
Replies: 5
Views: 621

Re: Upgrade 5.0.24 to 6.0.8 fail Requirement check

Which message shows the log? It could help to find out the solution.

Regards.
by fcasal
26 Jun 2018, 09:15
Forum: Help
Topic: ExternalTicketNumberRecognition
Replies: 2
Views: 368

Re: ExternalTicketNumberRecognition

I think that if you preserve [ticket#5408986045680456] Otrs will add the content of the email to the ticket. Check it and tell us the result.

Regards.
by fcasal
26 Jun 2018, 09:13
Forum: Help
Topic: Upgrade 5.0.24 to 6.0.8 fail Requirement check
Replies: 5
Views: 621

Re: Upgrade 5.0.24 to 6.0.8 fail Requirement check

I should try to download the installer file again. Then, if problem persists, check all the perl modules are installed and working. I also would check is my linux version is supported by the 6.0.8 version of otrs and if you have third party addons, consider to delete them before upgrade.

Regards.
by fcasal
26 Jun 2018, 09:11
Forum: Help
Topic: Very slow page refresh and reload
Replies: 4
Views: 274

Re: Very slow page refresh and reload

You are using a very out of date version of otrs, so the best solution is to migrate from windows to linux, because otrs is not working on windows since severals years, and upgrade to a newer version, you will get many new options (otrs is in the version 6) and many inprovements and more compability...
by fcasal
18 Jun 2018, 19:33
Forum: General
Topic: Make last agent responding owner
Replies: 4
Views: 720

Re: Make last agent responding owner

Then what you need is ticket::ResponsibleAutoSet Automatically sets the owner of a ticket as the responsible for it (if ticket responsible feature is enabled). This will only work by manually actions of the logged in user. It does not work for automated actions e.g. GenericAgent, Postmaster and Gene...
by fcasal
17 Jun 2018, 09:12
Forum: General
Topic: OTRS CONFIGURACIÓN DE FIRMAS
Replies: 3
Views: 803

Re: OTRS CONFIGURACIÓN DE FIRMAS

Usamos esto:

<td><img alt="Nombre de la imagen" src="http://www.nombreempresa.com/logos/nuestrologo.jpg" width="250" /></td>
</tr>

Saludos
by fcasal
17 Jun 2018, 09:10
Forum: Help
Topic: Route tickets by services
Replies: 1
Views: 535

Re: Route tickets by services

I think you could use an Even Based Execution in the Generic agent, for example:

Event Trigger >> TicketCreate
Select tickets >> Service >> Select the services you want
Update/Add Ticket Attributes >> Set new queue >>

Regards.
by fcasal
15 Jun 2018, 06:38
Forum: OTRS Developers
Topic: Does OTRS supports OAUTH2 based authentication
Replies: 3
Views: 677

Re: Does OTRS supports OAUTH2 based authentication

Check this post where are talking about using oauth with the apache.

Regards.
by fcasal
11 Jun 2018, 06:41
Forum: General
Topic: OTRS CONFIGURACIÓN DE FIRMAS
Replies: 3
Views: 803

Re: OTRS CONFIGURACIÓN DE FIRMAS

Yo normalmente utilizo código html que llama a la imagen a un servidor externo.

Saludos.
by fcasal
07 Jun 2018, 19:42
Forum: General
Topic: [CERRADO] OTRS IMPORTAR CORREOS
Replies: 3
Views: 739

Re: OTRS IMPORTAR CORREOS

Lo que te quería decir es que restore solo sirve entre la misma versión, no para actualizar, ya que la estructura de la base de datos difiere entre versiones. Otra cosa es actualizar de la 5 a la 6, pero en ese caso no se usa el restore. Los errores en los logueos deberían estar en el apache en var/...
by fcasal
07 Jun 2018, 19:40
Forum: Ayuda
Topic: Ayuda con permisos de colas
Replies: 10
Views: 1375

Re: Ayuda con permisos de colas

Si no es un tema de permisos, y no tienes roles asignados que también afectan a eso, no se me ocurre de que puede ser, estoy desconcertado.