Znuny and ((OTRS)) Community Edition

voiprodrigo

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...

voiprodrigo

Yes, I know, i'm actually a client.. Just to see if anyone else has found the same problems I'm finding on OTRS5.

voiprodrigo

Hello,

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

Thanks.

voiprodrigo

Nevermind, forgot to add the custom path to apache2-perl-startup.pl, seems stable now

voiprodrigo

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....

voiprodrigo

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...

voiprodrigo

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.

voiprodrigo

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...

voiprodrigo

Nothing?

voiprodrigo

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.

voiprodrigo

Thanks, I will try that!

voiprodrigo

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.

voiprodrigo

I Think you want to use escalation update time too.

voiprodrigo

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..

voiprodrigo

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?!

voiprodrigo

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 ...

voiprodrigo

Hi, I skipped some details, Module 1 is actually from a complex xxx 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&qu...

voiprodrigo

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, ...

voiprodrigo

Thank you!

voiprodrigo

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...

voiprodrigo

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.

voiprodrigo

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...

voiprodrigo

Hello,

Should this work? Possible somehow?

Thanks

voiprodrigo

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.

voiprodrigo

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...

voiprodrigo

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? ...

voiprodrigo

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...

voiprodrigo

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 thi...

voiprodrigo

No one? I'm not even sure this is a setup/config problem or OTRS sessions just work like this.

voiprodrigo

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...

voiprodrigo

Interested in this as well.

voiprodrigo

Use a generic agent job. Select the tickets matching the priority , use ticketpriorityupdate event and assign the sla. Sorry for English.

voiprodrigo

The filter is final if selected, otherwise other matching filters may still be applied

voiprodrigo

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...

voiprodrigo

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 ...

voiprodrigo

Hello Daniel,

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

Best regards

voiprodrigo

Can't you do that with ACL's?

voiprodrigo

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...

voiprodrigo

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...

voiprodrigo

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 ...

voiprodrigo

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...

voiprodrigo

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...

voiprodrigo

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.

voiprodrigo

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...

voiprodrigo

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/...

voiprodrigo

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...

voiprodrigo

Hello,

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

rgds

voiprodrigo

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

rgds

voiprodrigo

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...

voiprodrigo

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.

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