Search found 62 matches

by voiprodrigo
17 Jun 2016, 19:11
Forum: General
Topic: Ticket move queue - question about workflow and the use of owner and responsible
Replies: 1
Views: 1371

Ticket move queue - question about workflow and the use of owner and responsible

Hi, I'm trying to implement a workflow for two queues. Here's the assumptions and what I have in mind: Responsible: person currently working on the ticket Owner: person that owns the ticket before the customer Two Queues: L1 and L2. Tickets can be moved between L2 and L2. Ticket life begins on L1, m...
by voiprodrigo
20 Dec 2015, 06:21
Forum: General
Topic: Anyone using OTRS add-on Advanced Escalations with OTRS5?
Replies: 2
Views: 709

Re: Anyone using OTRS add-on Advanced Escalations with OTRS5?

Yes, I know, i'm actually a client.. Just to see if anyone else has found the same problems I'm finding on OTRS5.
by voiprodrigo
19 Dec 2015, 04:36
Forum: General
Topic: Anyone using OTRS add-on Advanced Escalations with OTRS5?
Replies: 2
Views: 709

Anyone using OTRS add-on Advanced Escalations with OTRS5?

Hello,

Let me know if you do, would like to ask some questions about it.

Thanks.
by voiprodrigo
17 Dec 2015, 05:31
Forum: OTRS Developers
Topic: Overriding custom module
Replies: 6
Views: 5875

Re: Overriding custom module

Nevermind, forgot to add the custom path to apache2-perl-startup.pl, seems stable now :)
by voiprodrigo
17 Dec 2015, 04:55
Forum: OTRS Developers
Topic: Overriding custom module
Replies: 6
Views: 5875

Re: Overriding custom module

Hello, I've been using the method suggested by @reneeb, and it's been working wonderfully on my OTRS4 installation. But now I'm testing OTRS5, and I'm noticing something very very odd.. For example, I have modified versions of these two files, AgentTicketStatusView.pm and AgentTicketResponsibleView....
by voiprodrigo
09 Dec 2015, 20:09
Forum: Help
Topic: OTRS block content or link in ticket
Replies: 2
Views: 495

Re: OTRS block content or link in ticket

A way to have that integrated on OTRS would be to use a Output Filter (FilterContent). You'd need to develop a custom filter to strip out the <a> tags, leaving only the tag text, and this would happen before the template html is sent to the browser. Or, and perhaps easier (but more hackish), just ad...
by voiprodrigo
02 Dec 2015, 17:32
Forum: Help
Topic: Generic Agent notes article type
Replies: 1
Views: 353

Re: Generic Agent notes article type

I modified GenericAgent.pm so that, for note subjects matching a certain pattern, the SenderType is system instead of the hard-coded "Agent", which is even better, as I only need for certain particular cases.
by voiprodrigo
02 Dec 2015, 14:19
Forum: Help
Topic: Generic Agent notes article type
Replies: 1
Views: 353

Generic Agent notes article type

Hello, I have Generic Agent adding notes to tickets on different situations, and they show up as agent-internal, thus counting for the "unread" articles, which is annoying. I want to enable Ticket::NewArticleIgnoreSystemSender, but I need that Generic Agent notes be of type system. Is this possible ...
by voiprodrigo
24 Nov 2015, 21:12
Forum: Help
Topic: No state change on certain follow-ups?
Replies: 1
Views: 467

No state change on certain follow-ups?

Hello,

In some cases, I need that a follow-up does not change the ticket state to open (for example, depending on the subject content)

What would the best/possible approach to achieve this?

Thanks.
by voiprodrigo
24 Nov 2015, 13:37
Forum: Help
Topic: Custom ticket menu action. best way?
Replies: 2
Views: 463

Re: Custom ticket menu action. best way?

Thanks, I will try that!
by voiprodrigo
17 Nov 2015, 19:39
Forum: Help
Topic: Custom ticket menu action. best way?
Replies: 2
Views: 463

Custom ticket menu action. best way?

Hello,

I want to add an action to the ticket menu, something like "Pending Customer", which just adds a fixed note and sets the state as "pending customer". No popup, just one click and it's done.

What would be the best way to achieve this?

Thanks.
by voiprodrigo
26 Aug 2015, 18:05
Forum: OTRS Developers
Topic: OTRS SLA calculation for Emails
Replies: 2
Views: 995

Re: OTRS SLA calculation for Emails

I Think you want to use escalation update time too.
by voiprodrigo
13 Aug 2015, 16:25
Forum: General
Topic: Why changing stuff on sysconfig is so painfully slow?
Replies: 2
Views: 609

Re: Why changing stuff on sysconfig is so painfully slow?

As is the case, this instance runs on top of ESX. This makes administration a PITA. Moving all configuration to database would benefit the application immensely, although I can imagine it's no easy task. Wonder if something is planned in that regard..
by voiprodrigo
12 Aug 2015, 02:35
Forum: General
Topic: Why changing stuff on sysconfig is so painfully slow?
Replies: 2
Views: 609

Why changing stuff on sysconfig is so painfully slow?

If I need to add some new key/value to a section, or change something, it takes large amount of seconds. I guess it "recompiles" the whole config for every little change, its excruciating. Is this the same for everyone, or maybe just my installation?!
by voiprodrigo
12 Aug 2015, 02:24
Forum: OTRS Developers
Topic: Problem cascading state update event
Replies: 5
Views: 1787

Re: Problem cascading state update event

Hi, It stops working only when I enable my module. I considered the possibility that my module prevents the other of observing the first state change, as I change it back, but I was also under the impression that event processing happened in parallel, and for that reason it would allow this to work ...
by voiprodrigo
11 Aug 2015, 01:09
Forum: OTRS Developers
Topic: Problem cascading state update event
Replies: 5
Views: 1787

Re: Problem cascading state update event

Hi, I skipped some details, Module 1 is actually from a complex OTRS AG extension for escalation management. So everything it does is, I assume, completely proper. Changing anything in that extension is out of the question. It's registered with Name="Ticket::EventModulePost###901-EscalationIndex", a...
by voiprodrigo
10 Aug 2015, 19:48
Forum: OTRS Developers
Topic: Problem cascading state update event
Replies: 5
Views: 1787

Problem cascading state update event

Hello, I have a situation where I need two cascading reactions to a state change. If ticket changes from state A to state B, certain database changes will happen. This is handled by module 1. If ticket changes from state A to state B, ticket will revert back to state A. This is handled by module 2, ...
by voiprodrigo
21 Jul 2015, 20:47
Forum: General
Topic: Clarification of notification events
Replies: 2
Views: 515

Re: Clarification of notification events

Thank you!
by voiprodrigo
16 Jul 2015, 16:37
Forum: General
Topic: Clarification of notification events
Replies: 2
Views: 515

Clarification of notification events

Hello, I want to send notifications to certain people when certain events occur. I see that there are various events, and no docs with the specifics about them. While some seem evident, in some cases I'm not sure which one is best. So I would like to know the details for these events, when do they o...
by voiprodrigo
22 May 2015, 01:55
Forum: Help
Topic: [SOLVED] Problem with session
Replies: 4
Views: 1591

Re: Problem with session

Figured it out.

I have http type configured as HTTPS (which enables secure cookies), but on the notification emails had http hard-coded, so I just changed the templates to have https.
by voiprodrigo
22 May 2015, 01:53
Forum: Help
Topic: GenericAgent event trigger after PostmasterFilter?
Replies: 3
Views: 1128

Re: GenericAgent event trigger after PostmasterFilter?

I want to set SLA based on type, priority and service. Many combinations, which are already configured as Generic Agent jobs for portal submissions. It would just be easier to cascade from postmaster (where I'm setting type, priority and service) into generic agent (for events of type/prio/service u...
by voiprodrigo
21 May 2015, 19:12
Forum: Help
Topic: GenericAgent event trigger after PostmasterFilter?
Replies: 3
Views: 1128

GenericAgent event trigger after PostmasterFilter?

Hello,

Should this work? Possible somehow?

Thanks
by voiprodrigo
21 May 2015, 12:49
Forum: Help
Topic: Notification on state transition
Replies: 4
Views: 819

Re: Notification on state transition

There's also the goal of being informative about the process. Which will be more or less relevant, depending on the context of service you have with your customers. In my context, it's relevant. Anyway, this would just be a nice to have.

Thanks.
by voiprodrigo
20 May 2015, 23:34
Forum: General
Topic: Ticket escalation Notification
Replies: 9
Views: 2125

Re: Ticket escalation Notification

This is by design. Summarizing: - You have an SLA where the day starts at 00:00 (a 24x7 calendar, for example) - There's an escalation for one of the targets, you receive a notification when that happens - Then, UNTIL that escalation is resolved (you resolve or respond, whatever applies) you'll rece...
by voiprodrigo
20 May 2015, 23:30
Forum: Help
Topic: [SOLVED] Problem with session
Replies: 4
Views: 1591

Re: Problem with session

We noticed the same thing. Turns out people browse to http://otrs/index.pl and the notifications had the URL http://otrs.domain.example/index.pl Once we changed the notifications to not include the domain there was no need to reauthenticate. Uhm.. what is the FQDN you have configured on sysconfig? ...
by voiprodrigo
20 May 2015, 23:27
Forum: Help
Topic: Notification on state transition
Replies: 4
Views: 819

Re: Notification on state transition

You wouldn't snail mail someone that you changed the label on a folder, but if you insist, it's TicketStateUpdate. Believe me, not that I like it. You'd be surprised with the amount of notifications some people (customers) want. Anyway, TicketStateUpdate is the obvious event to consider, but, you o...
by voiprodrigo
18 May 2015, 18:00
Forum: Help
Topic: Notification on state transition
Replies: 4
Views: 819

Notification on state transition

Hi, I'd like to be able to send out notifications when a ticket changes from/to a specific state, e.g. from new to assigned (open), Is this possible somehow? From the configuration of Notification Management it seems that it only allows to define the "to". any hints on a way to achieve this? thanks....
by voiprodrigo
18 May 2015, 17:54
Forum: Help
Topic: [SOLVED] Problem with session
Replies: 4
Views: 1591

Re: Problem with session

No one? I'm not even sure this is a setup/config problem or OTRS sessions just work like this.
by voiprodrigo
16 May 2015, 01:01
Forum: Help
Topic: [SOLVED] Problem with session
Replies: 4
Views: 1591

[SOLVED] Problem with session

Hi, When an agent receives a mail notification with a URL link to a ticket, and clicks on it, OTRS will request login page even if the agent has a browser session already open in the system. This is cumbersome. Not sure if it's a problem with my installation/configuration, or by design. Any tips abo...
by voiprodrigo
11 May 2015, 18:21
Forum: General
Topic: Automatically changing note subject
Replies: 1
Views: 934

Re: Automatically changing note subject

Interested in this as well.
by voiprodrigo
11 May 2015, 15:49
Forum: ¿Cómo lo hago?
Topic: Asignar SLA dependiendo de la Prioridad
Replies: 2
Views: 5701

Re: Asignar SLA dependiendo de la Prioridad

Use a generic agent job. Select the tickets matching the priority , use ticketpriorityupdate event and assign the sla. Sorry for English.
by voiprodrigo
11 May 2015, 13:45
Forum: General
Topic: "Stop after match" - purpose of the option?
Replies: 3
Views: 1307

Re: "Stop after match" - purpose of the option?

The filter is final if selected, otherwise other matching filters may still be applied
by voiprodrigo
07 May 2015, 19:33
Forum: Help
Topic: Restricting search options to customer
Replies: 1
Views: 664

Re: Restricting search options to customer

Answering myself: https://otrs.github.io/doc/manual/admin/stable/en/html/customization.html#acl Be aware that in ticket search screens (AgentTicketSearch and CustomerTicketSearch) the only affected attributes by ACLs are the Dynamic Fields. This means that this screens you can not restrict any other...
by voiprodrigo
07 May 2015, 19:26
Forum: Help
Topic: Restricting search options to customer
Replies: 1
Views: 664

Restricting search options to customer

Hello, I have an ACL that restricts, for Ticket, the ticket types that a specific customer can select. And that works just fine. However, when the customer accesses the search function, all options are available for selection. I'm failing to identify a ACL that can take care of this (if possible at ...
by voiprodrigo
07 May 2015, 13:00
Forum: Patches / Modules
Topic: Sorting queues by last customer contact (2.4.x/3.0.x)
Replies: 18
Views: 31284

Re: Sorting queues by last customer contact (2.4.x/3.0.x)

Hello Daniel,

Thanks for your explanation, clearly I was thinking about this differently in terms of use case.

Best regards
by voiprodrigo
04 May 2015, 19:03
Forum: Patches / Modules
Topic: Sorting queues by last customer contact (2.4.x/3.0.x)
Replies: 18
Views: 31284

Re: Sorting queues by last customer contact (2.4.x/3.0.x)

Hello, I'm taking a look at this add-on. There's one thing I'm not getting about it: if the purpose is sort by last customer contact, so those can be more easily identifiable, why would we want to update the contact timestamp when it's the agent updating the customer? Isn't the whole point to better...
by voiprodrigo
04 May 2015, 15:08
Forum: OTRS Developers
Topic: About Object Manager dependencies
Replies: 0
Views: 4753

About Object Manager dependencies

Hello, Can someone help me understand when do I really need to declare object dependencies? For example, I'm setting a custom Ticket Event module. The module gets objects via OM, like Log, DynamicField, DynamicField::Backend, Time, State, Ticket, e.g my $TimeObject = $Kernel::OM->Get('Kernel::System...
by voiprodrigo
01 May 2015, 22:27
Forum: Help
Topic: Remote desktop Integration
Replies: 3
Views: 1545

Re: Remote desktop Integration

I think the OP is asking about some integration like Zendesk Or Freshdesk with LogmeInRescue ,and other similar ones. An example of the functionality as described by LogmeinRescue: A LogMeIn Rescue remote support session can be launched directly from a Zendesk ticket. The technician must generate a ...
by voiprodrigo
29 Apr 2015, 21:41
Forum: Help
Topic: Capture block of text from email body and create note with it. How?
Replies: 0
Views: 907

Capture block of text from email body and create note with it. How?

Hello, I'm looking to do something like capture a block of text from an email (that comes from another ticketing system), and add it as a note to the ticket (it will either be a new ticket creation, or updating an existing ticket, but that part I have covered). So, I need to run a regexp against the...
by voiprodrigo
28 Apr 2015, 12:59
Forum: OTRS Developers
Topic: OTRS integration with Redmine or vice versa.
Replies: 1
Views: 5343

Re: OTRS integration with Redmine or vice versa.

Hi, This is something that I'll be spending some time with in the near future, did some preliminary research but I'm still not sure how I'll do it, either via API or via email (probably API). Some links I collected about this: http://www.redmine.org/boards/2/topics/24573 http://forums.otterhub.org/v...
by voiprodrigo
28 Apr 2015, 11:48
Forum: Help
Topic: Emails ending with equal sign
Replies: 0
Views: 749

Emails ending with equal sign

Hi,

Mails like password request are ending with a "=", but there's no "=" in the text body configured in OTRS. Does anyone know anything about this?

thanks.
by voiprodrigo
27 Apr 2015, 15:20
Forum: OTRS Developers
Topic: Overriding custom module
Replies: 6
Views: 5875

Re: Overriding custom module

Go the "KIX" way ;-) Create a MyCustom directory in the same level as Custom. And add "use lib '/path/to/MyCustom';" to your Kernel/Config.pm. Then you can place your own modules in the MyCustom directory (you have to use the same structure Kernel/Output/... as in Custom/). :) a beer for this gentl...
by voiprodrigo
27 Apr 2015, 03:15
Forum: OTRS Developers
Topic: Overriding custom module
Replies: 6
Views: 5875

Overriding custom module

Hi, I have an add-on installed that places a different version of TicketOverviewSmall.pm in otrs/Custom/..., thus overriding the core one. I'd like to put a modified version of it, but without removing the add-on file. So, in a way, replicate what Custom/ already enabled, for a module inside Custom/...
by voiprodrigo
27 Apr 2015, 03:11
Forum: OTRS Developers
Topic: Question about custom module loading
Replies: 2
Views: 4819

Re: Question about custom module loading

Thanks for the explanation! Meanwhile I also took a closer look at the code, to understand this better, like the code bits that actually load modules defined in the xml. I was also trying to understand why a custom module (loaded via xml) is failing to do method overriding (essentially, attempting a...
by voiprodrigo
27 Apr 2015, 01:46
Forum: General
Topic: How to pause Ticket solution timer?
Replies: 2
Views: 1602

Re: How to pause Ticket solution timer?

Hello,

It's not possible with core OTRS, you'll need an add-on (either free or commercial).

rgds
by voiprodrigo
24 Apr 2015, 12:17
Forum: General
Topic: What do you use for reporting?
Replies: 2
Views: 1316

Re: What do you use for reporting?

Thanks for sharing. I'll be exploring Jasper too.

rgds
by voiprodrigo
10 Apr 2015, 13:07
Forum: OTRS Developers
Topic: Question about custom module loading
Replies: 2
Views: 4819

Question about custom module loading

Hello, Can anyone ex'plain to me how does custom module loading happens? I see that Kernel::System::Ticket includes a routine that loads custom Kernel::System::Ticket:: modules, but what about a module like Kernel::System::CustomModule, how is it loaded and able to override a function in another Ker...
by voiprodrigo
08 Apr 2015, 19:42
Forum: General
Topic: Ticket escalation Notification
Replies: 9
Views: 2125

Re: Ticket escalation Notification

Debug did not provide better info. But I've posted another topic about this, as I think this is happening because of the how the notifications algorithm observes the sla schedule.