Znuny and ((OTRS)) Community Edition

rvaldomir

That bug is fixed in otrs365 plugin

rvaldomir

Yes you can by code. You can comment this menu in .pm files

rvaldomir

Hi,

I have a list of data in database table and I want to show those options here (red square) in order to select an option to save in time accounting table.

how to present that options in a selectable list?

rvaldomir

let me know if you need to add more filters on views

rvaldomir

you can contact otrs365.com guys they developed a featured for this, easier to customize and configure than the acl

rvaldomir

Otrs365 sla stop can deal with more than one calendar for one sla, those calendars can be applied in special time frames. Also deals perfect with weekend time and non business hours. Also, they can save the information on ticket table so you can run a SQL to calculate sla average, resolution time, o...

rvaldomir

Hi Flo,

Yes, I just realized that the parent has 326 articles. What is the issue with that?

In sysconfig you are pointing to this ACL? it is currently active, because we use this restriction.

Ticket::Acl::Module###1-Ticket::Acl::Module

rvaldomir

contact otrs365.com the already developed this for me and it is not expensive.

Also if you want I can introduce them to you, just send me an email to my personal address.

rvaldomir

Parent / child is the relationship.

Already tested, once removed everything works fine.

rvaldomir

rvaldomir

I think the best is to separate customers into queues, but you mentioned you don't want to. but will give you a great granularity to assign permissions. ACL need to much maintenance. Probably you can contact some developer to a feature that gives you the chance to link probably groups (with agents) ...

rvaldomir

any help? will be really appreciated.

rvaldomir

What I found as difference between tickets is that the ones were acls are failing are linked to others.

rvaldomir

dime que tipo de reporte quieres extraer a ver si te puedo ayudar

rvaldomir

RStraub wrote:This baffles me as the tickets seem to be identical. Same queue, type, process...

If you have a dev/test setup you could try to deactivate one ACL after another and see where it chokes up.

no because has no logic to do that if you the image same tickets are identically. :s

rvaldomir

Something strange it is happening with an agent user in random tickets. A ticket is created, is being worked, everything is fine. But from a moment to another this ticket start to show more action items than normal (owner, responsible are shown up) and this user has no rights for that. If you check ...

rvaldomir

also in bin folder you have a pl script otrs.TicketDelete.pl [otrs@fzdotrs01 bin]$ ./otrs.TicketDelete.pl --help otrs.TicketDelete.pl - delete tickets by number. Copyright (C) 2001-2014 xxx, http://otrs.com/ Usage: ./otrs.TicketDelete.pl [options] Options are as follows: --help display this option h...

rvaldomir

http://otrs365.com/en_US/page/dynamicfield and it is free those guys are doing a good job.

rvaldomir

1. In OTRS there's no way to create a dynamic field of type 'Attachment'

there is a free addon from otrs365 guys

rvaldomir

OK, do you know how to enable it? needs developments?

rvaldomir

Hi, our agents are being set as owner or responsible, but if other agent, (also them self) replies to a ticket their are not receiving the email followup I mean: Owner replies: responsible not receiving notification. Responsible replies: owner not receiving notification. other agent with RW access t...

rvaldomir

I mean, removed is because the ticket does not apply for support (as an example).

any idea how to avoid that behavior?

rvaldomir

hi,

I have the following issue.

tickets with removed state type are being reopened if the customer replies from web or mail.

any help to avoid this?

actually queue config "Followup option = new ticket" closed tickets are working fine.

rvaldomir

Pending auto close is in the action not in filter

rvaldomir

Hi, I created a job using generic agent it works fine but sometimes runs over tickets that not matches exactly with the filter. I think the problem is more related to the pending time filter: Ticket Filter: State: Assignee Requires More Information, Pending Requestor Signoff, Waiting for an Action (...

rvaldomir

yes actually we are using this WA, but will work only for end of month total. but we are planning to monitor time by day so if you add by error 45 instead of 4.5 and then, next day you realized about that error and fix adding -45. this day you will start with negative, and will not be correct. any i...

rvaldomir

Probably this would help you

Ticket::Frontend::CustomerTicketZoom###StateDefault

rvaldomir

Hi,

It is possible to update/modify accounted time on an existing article through the website?

my idea is to help people who entered a bad time accounting to correct it.

rvaldomir

Yes could be really useful to have the NOT or EMPTY, for DynamicField a LIKE exists, probably a NOT LIKE will be great too. Would be a great API extension. -------------------- Why not using some default ticket type or -service instead for all tickets created by mail. All others could get their defa...

rvaldomir

Hi, I want to show ticket in a widget that matches with some conditions, example no service, no ticket type or no dynamic field is filled. a.png now I can use the ticketSearch but does not provide the "negative" to search. It is possible to use a sql query combined with ticket search ? my ...

rvaldomir

Hi, I want to show ticket in a widget that matches with some conditions, example no service, no ticket type or no dynamic field is filled. a.png now I can use the ticketSearch but does not provide the negative to search. It is possible to use a sql query? my %TicketSearchSummary = ( "Uncategori...

rvaldomir

are you using the same email server?

rvaldomir

Hi,

I just noticed that time entries with value=0 are not being populated in the time_accounting table.

is that correct?

rvaldomir

if you are using LDAP you can add some parameters in config.pm in order to be able to search customer users by company id

rvaldomir

and make sure cache folders are with right permissions. check documentation about how to do that

rvaldomir

Hi, I developed a Handover module as a shift planning. it works in combination with a couple of generic agent jobs. this module in an action that only the onwer or responsible can action. this handover module will let you to write a note, enter spent time, copy people, let you to modify dynamic fiel...

rvaldomir

solved ading a

-f 1

on crontab line

rvaldomir

I'm getting this error more frecuently: [Fri Nov 13 20:40:02 2015][Notice][Kernel::System::PID::PIDCreate] Can't create PID GenericAgentDB, because it's already running (fzdotrs01/9647)! and the generic job for db is in cron to run every 5 minutes: if this cron task does not run my agent job configu...

rvaldomir

solved with a database trigger

rvaldomir

yes for some cases I made an update directly to DB and works.

the problem is that I need to have this working automatically probably I will have to create a trigger.

rvaldomir

yes OK, but this will happens also if you not use customer based queues.

I customerid update and this could happen even if you have a big support queue.

rvaldomir

yes, but... how to catch the current user_id and pass it there? could be a variable?

rvaldomir

I found the problem.

the generic agent is setting as null the customer user id, how to avoid this?

a.png

b.png

rvaldomir

more graphical: our customerid is A and we added the follwing customerids A1, A2, A3. each customerids matches a specific queue A1, A2, A3. so the way we have to assign the correct customer Id to tickets in A1 queue is using generic agent job: based on execution: ticket create ticket filter: queue A...

rvaldomir

default services are disabled. yes we are changing customerid when ticket is created. why we change it? because we have a customer who has 3 project (3 queues and 3 different custimerids) OTRS does not provide a way to link customer id <> queue so we are running a generic agent job to assign the cor...

rvaldomir

Hi, We have the following issue. Some users has no service available in Service window (but they have enabled some services in Customer User <-> Service.) This only happens to users that has CustomerIDs enabled. and when a ticket is created we are changing the customer id with a generic job. any idea?

rvaldomir

Yes. But how to do it? Any help or template to execute the sql from that kind of modules?

rvaldomir

any help about how to integrate a query using the static stats template?

rvaldomir

my idea worked

rvaldomir

Hi, it is possible to create new agents notifications? I'm thinking about add a new one for a module I have added called Handover. do you think this procedure is correct: insert a new one in the notification table go to the module and edit the Ticket::Frontend::AgentTicketHandover###HistoryType with...

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