Search found 66 matches

by elitt
25 Jul 2017, 11:36
Forum: OTRS Developers
Topic: Prefix ticket number
Replies: 1
Views: 1597

Re: Prefix ticket number

Hi, I re-open this message as I have to install an other OTRS server. My agents would love to have a prefix ticket number specific per queue. Is it possible ? And how ? I wonder if dynamic fields could answer conveniently to this demand ? It is possible to modify the code, but I would like to have a...
by elitt
23 Jun 2017, 16:41
Forum: Help
Topic: Links in AgentTicketZoom are not working properly
Replies: 3
Views: 779

Re: Links in AgentTicketZoom are not working properly

I went back to my previous version ( thanks to backups ) and I've tried again... This time, I took only the newest RPM (v5.0.20) for Fedora 22 to update OTRS. But the behaviour is strictly the same. So I try an other way : how do you update your OTRS versions ? Using the RPMs ? By the source code ? ...
by elitt
14 Jun 2017, 10:22
Forum: Patches / Modules
Topic: ArticleCopyMoveDelete for OTRS 3.0
Replies: 18
Views: 18914

Re: ArticleCopyMoveDelete for OTRS 3.0

This module is working well on my OTRS v5.
I installed the v4 module and I haven't noticed any complain.
by elitt
06 Jun 2017, 11:46
Forum: Help
Topic: Links in AgentTicketZoom are not working properly
Replies: 3
Views: 779

Re: Links in AgentTicketZoom are not working properly

Nobody have seen this behaviour ?

No idea to correct that ? It seems to appear only on the AgentTicketZoom page ; all links are correctly running on the dashboard and admin pages.
by elitt
06 Jun 2017, 11:43
Forum: General
Topic: OTRS 5 Upgrade with Navigation Menu Issue & NVD3 Core.UI.AdvancedChart Error
Replies: 11
Views: 4484

Re: OTRS 5 Upgrade with Navigation Menu Issue & NVD3 Core.UI.AdvancedChart Error

I noticed quite the same behaviour when I upgrade from v5.0.10 to v5.0.19 on my Fedora server, but the navigation menu issue appeared only on the TicketZoom page. None of the item was clickable but all was working well with right-click ( opening in a new tab ). Same behaviour on all browsers. I have...
by elitt
06 Jun 2017, 11:37
Forum: Général
Topic: Migration 3.3.3 vers 5.0.19
Replies: 1
Views: 8312

Re: Migration 3.3.3 vers 5.0.19

Le point bloquant va être le serveur Windows. La version "Windows Appliance" a été arrêtée et n'est plus maintenue. Elle n'existe donc pas dans la version v5.0.20 actuelle. Il est largement conseillé de monter un serveur Linux, quitte à passer par une machine virtuelle sous Windows. De plus, entre l...
by elitt
24 May 2017, 17:39
Forum: Help
Topic: Links in AgentTicketZoom are not working properly
Replies: 3
Views: 779

Links in AgentTicketZoom are not working properly

Hi, I've just upgraded my OTRS version from 5.0.10 to 5.0.19 on my Fedora23 server. I took the RPMs found in http://ftp.otrs.org/pub/otrs/RPMS/fedora/22/ and all seem to be good with dnf install otrsxxxxx.rpm After each RPM install, I launched the command in terminal to rebuild the OTRS configuratio...
by elitt
24 May 2017, 12:03
Forum: Général
Topic: Liens menus inactifs suite mise à jour
Replies: 0
Views: 8082

Liens menus inactifs suite mise à jour

Bonjour, Je viens de réaliser une mise à jour de la v5.0.10 vers la v5.0.19 et je me rends compte que les liens des menus ne sont pas actifs dans la vue AgentTicketZoom. Explication : lorsque le pointeur de la souris est sur un lien du menu (Tableau de bord / Client...), l'adresse du lien est bien a...
by elitt
08 Jun 2016, 17:37
Forum: General
Topic: Fetch emails : auto = OK / manual = NOK
Replies: 0
Views: 523

Fetch emails : auto = OK / manual = NOK

I've just done the migration between v4.0.8 on Windows Appliance and v5.0.10 on a Fedora 23 stand alone server. All seems to be good : the tickets are fine, the new emails incoming are correctly fetched and sorted in the corresponding ticket. But... Daemon fetch is OK, but manual fetch is NOK : when...
by elitt
08 Jun 2016, 17:27
Forum: Général
Topic: Scan mails OK en automatique / KO en manuel
Replies: 0
Views: 7893

Scan mails OK en automatique / KO en manuel

Bonjour à tous, Je viens de passer de la version 4.0.8 sur Appliance à la version 5.0.10 sur Fedora23 dédié. Lorsque j'ai relancé le service de scan de mails, le daemon gère bien l'affaire et les mails sont bien rapatriés dans les tickets correspondants ; par contre, lorsque je lance la commande man...
by elitt
11 May 2016, 16:46
Forum: Patches / Modules
Topic: ArticleCopyMoveDelete for OTRS 3.0
Replies: 18
Views: 18914

Re: ArticleCopyMoveDelete for OTRS 3.0

Same question.
We are preparing our new server in order to move to OTRS 5. Having this module working may be useful for my agents. :D
by elitt
09 Nov 2015, 18:56
Forum: Général
Topic: Transfert base de données PostgreSQL vers MySQL
Replies: 0
Views: 8100

Transfert base de données PostgreSQL vers MySQL

Suite à l'arrêt de la maintenance pour l'Appliance Windows, je suis en train de monter un nouveau serveur full linux (Fedora 22). Quitte à changer de serveur, autant améliorer ce qui peut l'être. Ainsi, j'ai prévu d'utiliser MySQL au lieu de PostgreSQL obligatoire avec l'Appliance car je suis plus à...
by elitt
09 Nov 2015, 18:53
Forum: Général
Topic: Embarquement ou pas des historiques dans les reply
Replies: 7
Views: 9126

Re: Embarquement ou pas des historiques dans les reply

Même question provenant de mes utilisateurs...
Je tourne en v4.0.8 (Windows Appliance).

Seule parade pour l'instant : effacer à la main le texte sous la réponse.
by elitt
01 Sep 2015, 17:10
Forum: Help
Topic: Remove Appliance Manager Package
Replies: 11
Views: 3226

Re: Remove Appliance Manager Package

I am also wondering how to migrate from a Windows Appliance to a full Linux OTRS.

Why did you chose Debian ? Why not Red Hat, CentOS or other Linux OS shown on OTRS download page ?
Could you explain the steps you proceed to migrate from Windows Appliance to Debian server with OTRS ?

Thanks,
by elitt
24 Aug 2015, 18:19
Forum: Howtos
Topic: Agent Preferences - How to add a field
Replies: 14
Views: 27005

Re: Agent Preferences - How to add a field

Is it possible to use textarea field instead of input ones ?
For example, I'd like to put the company address into the signature in that way :
<Company name>
<Street>
<City>

May I use one textarea field or must I use three input fields ?
by elitt
04 Aug 2015, 15:20
Forum: Général
Topic: Mises à jour OTRS Appliance post 4.0.8
Replies: 3
Views: 9167

Re: Mises à jour OTRS Appliance post 4.0.8

Visiblement (cf. viewtopic.php?f=62&t=29740&p=121094#p120999), il n'y aura pas de mise-à-jour > 4.0.8 pour l'appliance... :?
by elitt
04 Aug 2015, 15:19
Forum: Help
Topic: Update to 4.0.10 problem.
Replies: 9
Views: 1780

Re: Update to 4.0.10 problem.

OK. Thank you for your answer.
Is there any explanation available for this decision ?
by elitt
31 Jul 2015, 15:16
Forum: General
Topic: Feature Request
Replies: 2
Views: 3569

Re: Feature Request

+1

It's a litlle bit annoying.
by elitt
31 Jul 2015, 15:10
Forum: General
Topic: Save text of the first ticket article
Replies: 1
Views: 2926

Re: Save text of the first ticket article

I also would like to know the answer in order to improve the behavior of my OTRS system.

Is there a tag for the FIRST article text ?

Thanks !
by elitt
31 Jul 2015, 15:03
Forum: Général
Topic: Numéro de ticket
Replies: 1
Views: 13168

Re: Numéro de ticket

Cela dépend du format des numéros de tickets (cf. configuration système -> Core::Ticket -> Ticket::NumberGenerator).

Si c'est de l'auto-incrémentation, il faut effacer le contenu du fichier <OTRS_CONFIG_Home>/var/log/TicketCounter.log et les numéros repartiront à 0.
by elitt
31 Jul 2015, 14:34
Forum: Help
Topic: Update to 4.0.10 problem.
Replies: 9
Views: 1780

Re: Update to 4.0.10 problem.

there is no appliance version > than 4.0.8 Do you mean there won't be any update version for appliance systems ? I saw the release notice for v4.0.9 and was waiting for the release of appliance package when I saw the release notice for v4.0.10 without any information for appliance systems. I can't ...
by elitt
31 Jul 2015, 14:22
Forum: Général
Topic: Mises à jour OTRS Appliance post 4.0.8
Replies: 3
Views: 9167

Re: Mises à jour OTRS Appliance post 4.0.8

C'est ma question également...
Je n'ai pas trop paniqué lors de la sortie de la v4.0.9 car il pouvait y avoir un délai entre la v4.0.9 et le patch pour l'appliance... mais quand je vois que la v4.0.10 est sortie, je commence à me poser des questions. :?
by elitt
04 Jun 2015, 11:43
Forum: Help
Topic: External access to OTRS Appliance
Replies: 9
Views: 1614

Re: External access to OTRS Appliance

No answer to this issue...

I by-passed this by creating statistics, exporting it into .csv or .xsl files and linking these files to an Access database. Pretty ugly but still working... :shock:
by elitt
05 May 2015, 18:51
Forum: Howtos
Topic: Disable OTRS Rich Text Editor (CKEditor) Right-Click Menu
Replies: 3
Views: 15804

Re: Disable OTRS Rich Text Editor (CKEditor) Right-Click Menu

Thank you for this tip !

I fight against aspell because CKeditor has a specific context menu but aspell doesn't work anymore on my server and my agents really need spellchecking...
Your tip let them use the spellchecker embedded in their browser.
by elitt
29 Apr 2015, 10:45
Forum: Général
Topic: Envoyer une demande de confirmation de lecture
Replies: 3
Views: 11573

Re: Envoyer une demande de confirmation de lecture

Lorsque mes agents envoient un mail ( hors OTRS ), leur outil de messagerie leur permet de rajouter une option au mail envoyé pour demander une confirmation de lecture. Cette confirmation de lecture se fait par une pop-up affichée sur l'écran du destinataire lorsqu'il ouvre le message ; il a alors l...
by elitt
28 Apr 2015, 10:55
Forum: Help
Topic: Mark as unread
Replies: 6
Views: 1441

Re: Mark as unread

Thanks for the answer.
I'll ask Znuny for a new release under OTRS v4.
by elitt
28 Apr 2015, 10:41
Forum: Help
Topic: Mark as unread
Replies: 6
Views: 1441

Re: Mark as unread

No feature available to mark articles as unread after having read them ?
Is there an add-on available ?

I would like to be able to put again the unread star in the dashboard on a already read article.
by elitt
08 Apr 2015, 15:44
Forum: Help
Topic: OTRS Appliance Error
Replies: 6
Views: 1241

Re: OTRS Appliance Error

I used to use the backup command.
Try just typing

Code: Select all

backup
in your ssh terminal.

On my OTRS server, files and database dumps are copied to /BACKUP/ folder with that command.
Then, I saved them on my PC via SFTP (Filezilla) and restored them by the same way.
by elitt
08 Apr 2015, 14:49
Forum: Help
Topic: Explore OTRS Appliance Files
Replies: 9
Views: 1320

Re: Explore OTRS Appliance Files

It is possible to connect to your OTRS server using SSH and/or SFTP. Uploading files from your PC to your server is possible with SFTP.
The simpliest way to do that is to install Filezilla on your PC, then you have to enter your server's IP address.
You can log in with the root account and password.
by elitt
27 Mar 2015, 12:06
Forum: Patches / Modules
Topic: ArticleCopyMoveDelete for OTRS 3.0
Replies: 18
Views: 18914

Re: ArticleCopyMoveDelete for OTRS 3.0

Thank you !
by elitt
20 Mar 2015, 12:05
Forum: General
Topic: [SOLVED] User: root@localhost authentication with wrong Pw!!!
Replies: 8
Views: 1909

Re: [SOLVED] User: root@localhost authentication with wrong Pw!!!

wurzel wrote:Hi,

yes, nothing to worry about. My inital answer also was correct :lol: :lol:

i did not think on support package doing it.

Flo
Indeed. :D
by elitt
20 Mar 2015, 11:50
Forum: General
Topic: [SOLVED] User: root@localhost authentication with wrong Pw!!!
Replies: 8
Views: 1909

Re: User: root@localhost authentication with wrong Pw!!!

OK. So nothing to worry about.
I'll mark this topic as 'solved'.
by elitt
20 Mar 2015, 10:14
Forum: General
Topic: [SOLVED] User: root@localhost authentication with wrong Pw!!!
Replies: 8
Views: 1909

Re: User: root@localhost authentication with wrong Pw!!!

Hi, someone tries to use root@localhost to login. Flo Thanks for your reply, but I don't think so because the address used to login with root@localhost is mine and I am still connected with my regular user. No other browser opened or accessing to OTRS. the supportpackage or the system console check...
by elitt
19 Mar 2015, 18:27
Forum: Patches / Modules
Topic: ArticleCopyMoveDelete for OTRS 3.0
Replies: 18
Views: 18914

Re: ArticleCopyMoveDelete for OTRS 3.0

Hi !

Is there any release for OTRS 4.0.6 ?
The ArticleCopyMoveDelete module seems to fit exactly my agents' needs for moving articles from ticket to another.

Thanks !
by elitt
19 Mar 2015, 11:00
Forum: General
Topic: [SOLVED] User: root@localhost authentication with wrong Pw!!!
Replies: 8
Views: 1909

[SOLVED] User: root@localhost authentication with wrong Pw!!!

Hi all, In my system log, I found several error lines pointing out (as notice) " User: root@localhost authentication with wrong Pw!!! (Method: sha256, REMOTE_ADDR: XXX.YYY.ZZZ.TTT) " The remote address is mine and I used to log in with my own admin user, not with root@localhost. Did someone encounte...
by elitt
19 Mar 2015, 10:50
Forum: General
Topic: [SOLVED] Where are the customer data ?
Replies: 3
Views: 775

Re: Where are the customer data ?

Thanks.

Your answer confirms what I thought : no automated task available or no proper feature in OTRS.

My SQL query lets me see all the tickets with these unassociated customer users.
Because I don't have so much tickets affected, I will correct these one by one.
by elitt
18 Mar 2015, 17:47
Forum: General
Topic: [SOLVED] Where are the customer data ?
Replies: 3
Views: 775

Re: Where are the customer data ?

I can see all these customer users without company by this SQL query:

Code: Select all

SELECT TN, CUSTOMER_ID, CUSTOMER_USER_ID FROM ticket WHERE CUSTOMER_ID = CUSTOMER_USER_ID
How can I associate these customer users to customer company ?
by elitt
18 Mar 2015, 17:05
Forum: General
Topic: [SOLVED] Where are the customer data ?
Replies: 3
Views: 775

[SOLVED] Where are the customer data ?

When a new customer sends an email to open a new ticket or to add informations about an already opened one, I can add this customer user to a customer (company). But I can't see if some of them remain unassociated to a customer company. Where can I find the list of all these customer users without c...
by elitt
18 Mar 2015, 16:46
Forum: General
Topic: Is it possible to display the list of sent emails ?
Replies: 0
Views: 444

Is it possible to display the list of sent emails ?

All the articles (internal and external emails, internal and external notes...) are gathered into each ticket view. But my agents asked me to display the list of all sent emails (or all written articles). In fact, they want to be able to see a list with some data : - the agent who has written the ar...
by elitt
18 Mar 2015, 16:27
Forum: General
Topic: How to include Dropdown DF in email notifications
Replies: 5
Views: 1171

Re: How to include Dropdown DF in email notifications

In my templates (for emails) I use : <OTRS_TICKET_DynamicField_Description> to insert the value of the "Description" field.
by elitt
11 Mar 2015, 19:16
Forum: General
Topic: Can OTRS send a "read report request" ?
Replies: 3
Views: 730

Re: Can OTRS send a "read report request" ?

I looked around and noticed that some email headers can do the job : - Disposition-Notification-To: - Return-Receipt-To: I wonder if it is possible to add one of these headers in the external emails sent by OTRS. Is it possible to associate a checkbox in compose screen to the header ? Or to configur...
by elitt
11 Mar 2015, 17:26
Forum: Général
Topic: Propriétaire par défaut d'un ticket créé
Replies: 5
Views: 12374

Re: Propriétaire par défaut d'un ticket créé

Bonjour,

Je n'ai pas souvenir d'avoir repéré ce paramètre dans la config système.
Essayez en cherchant "owner".

Il est possible qu'OTRS requière un propriétaire pour un ticket, même à l'état "new". Dans ce cas, il vous faudra en désigner un nouveau parmi vos agents.
by elitt
11 Mar 2015, 17:23
Forum: General
Topic: Can OTRS send a "read report request" ?
Replies: 3
Views: 730

Can OTRS send a "read report request" ?

Hi, My agents are used to work with emails ( with MS Outlook ) and they would like to send "read report" requests when they send external or outbound emails. I didn't see any configuration item for this purpose in SysConfig... may be I need more efficient glasses or OTRS isn't able to do that ? Is i...
by elitt
10 Mar 2015, 13:21
Forum: Help
Topic: No Putty access
Replies: 1
Views: 519

Re: No Putty access

Hi,

On my appliance, the user is "root" (not "root@localhost") and the password is prompted during the installation process (see http://otrs.github.io/doc/manual/applia ... 03s06.html).
root@localhost / root is only the user for the web interface not for the appliance administration.
by elitt
06 Mar 2015, 10:47
Forum: Help
Topic: [SOLVED] "Your´re browser is too old" - message
Replies: 2
Views: 720

Re: "Your´re browser is too old" - message

I saw that this issue may appear due to css files or permissions issues.

Here are some links related to this issue :
- viewtopic.php?t=7809
- http://lists.otrs.org/pipermail/otrs/20 ... 34023.html
- http://comments.gmane.org/gmane.comp.otrs.user/32951
by elitt
04 Mar 2015, 17:07
Forum: Général
Topic: Envoyer une demande de confirmation de lecture
Replies: 3
Views: 11573

Envoyer une demande de confirmation de lecture

Bonjour, Mes utilisateurs ayant l'habitude de travailler avec des mails, ils souhaiteraient avoir la possibilité d'envoyer une demande de confirmation de lecture lorsqu'ils rédigent une réponse à un article ou un nouveau mail sortant. Est-ce possible ? Si oui, par où passer et comment sont gérées le...
by elitt
04 Mar 2015, 12:47
Forum: Help
Topic: unknown "customer user"
Replies: 4
Views: 703

Re: unknown "customer user"

Good question ! I am also looking after the answer.
by elitt
04 Mar 2015, 12:40
Forum: General
Topic: TicketCounter.log resets after update from 4.0.5 to 4.0.6
Replies: 2
Views: 779

Re: TicketCounter.log resets after update from 4.0.5 to 4.0.6

I am using the OTRS Appliance on Windows 7. I updated OTRS from v4.0.5 to v4.0.6 with the help of OTRS Appliance Manager module. No upgrading instructions to be read on the web interface. Nothing written about TicketCounter.log in release note . I just had a look on upgrading instructions ( from v3....
by elitt
26 Feb 2015, 18:40
Forum: Help
Topic: Mark as unread
Replies: 6
Views: 1441

Re: Mark as unread

Did you find a solution to mark articles as unread ?

I saw the mark/unmark function for articles, but I would like that tickets with marked article appears in the dashboard (like unread stars).
Is it possible or not ?

Thanks !
by elitt
25 Feb 2015, 19:03
Forum: General
Topic: TicketCounter.log resets after update from 4.0.5 to 4.0.6
Replies: 2
Views: 779

TicketCounter.log resets after update from 4.0.5 to 4.0.6

Be careful if you are running OTRS v4.0.5 with autoincrement ticket number. I experienced that TicketCounter.log is reseted during update process from v4.0.5 to new v4.0.6. I noticed it with a new ticket having Ticket# = 00001 instead of 02992. To correct this : Update %OTRS_HOME%/var/log/TicketCoun...