Search found 45 matches

by geri
30 Jul 2018, 14:26
Forum: Help
Topic: OTRS security audit log
Replies: 2
Views: 455

OTRS security audit log

What is the best way to generate audit trail like logs from OTRS 6? I need to log both agent and and user activities especially the admin ectivities.
Are there any addons?
by geri
22 May 2018, 12:00
Forum: Help
Topic: Can't put the ticket in pending state in otrs6
Replies: 4
Views: 1706

Re: Can't put the ticket in pending state in otrs6

Thank you it seems it is related to an ACL.

Funny since the ACL intent was to filer the availble next states after pending state.
All other very similar ACL's works as expected.
by geri
18 May 2018, 16:25
Forum: Help
Topic: Can't put the ticket in pending state in otrs6
Replies: 4
Views: 1706

Re: Can't put the ticket in pending state in otrs6

No plugins installed

The history shows these actions for that article

Changed pending time to "2018-05-19 14:23". (SetPendingTime)
Added note (Pending). (AddNote)
Reset of unlock time. (Misc)


But no Changed state fro
by geri
18 May 2018, 16:09
Forum: Help
Topic: Can't put the ticket in pending state in otrs6
Replies: 4
Views: 1706

Can't put the ticket in pending state in otrs6

For an unkown reason every tim i try to put the ticket in pending state, it stays in the previous state.
Wha am I doing wrong?
by geri
16 May 2018, 11:08
Forum: Help
Topic: mass customuser import
Replies: 2
Views: 1488

mass customuser import

Wat is the best solution to import customeruser into OTRS? Is the direct import to the otrs database achievable? It seems there are no other dependencies than take care of uniqueness. The other solution i would choose is to create a new table with similar columns, and add it as a database backend fo...
by geri
11 May 2018, 12:59
Forum: Help
Topic: Default next state on forms
Replies: 1
Views: 1576

Default next state on forms

How can i set the default state based on current state? I enabled the state field on change owner form. Let' say i have 3 open type states open1 open2 and open3. How can i set the default state to open2 if the current state is open1, iopen3 if the current state is open2? That would be also a solutio...
by geri
17 Apr 2018, 14:35
Forum: Help
Topic: Customer backend
Replies: 1
Views: 2100

Customer backend

I know that database and ldap can be used as a backend for customer users. But what about customers? For a large number of customerusers it is better to have a backend, but in this case the number of customer (company) could be big as well. The documentation only talks about customeruser (and agent)...
by geri
12 Apr 2018, 11:31
Forum: Help
Topic: bulk creation of queue, service, group etc
Replies: 1
Views: 1779

bulk creation of queue, service, group etc

Is there an easy way to create queues, servece, customers, customer users and groups in otrs ? if I have a csv file containing queue-s how can i create these in otrs ?
by geri
12 Apr 2018, 09:34
Forum: Help
Topic: Ticket notification on state change
Replies: 2
Views: 1821

Re: Ticket notification on state change

reneeb wrote:Did you activate "send agent/customer notification on changes" in your GenericAgent? (section "Execute Ticket commands")
My bad! I knew it is something simple.
Thank you thank you
by geri
12 Apr 2018, 08:20
Forum: Help
Topic: Ticket notification on state change
Replies: 2
Views: 1821

Ticket notification on state change

Hi

I've created a ticket notification which fires if a ticket enters into a certain state. It works well if I change to the state manually. However if the state change is created by a generic agent, there are no notification.

Could somebody help me what am i doing wrong?
by geri
22 Jun 2016, 11:28
Forum: Help
Topic: How can I add a custom field to Customer Company in OTRS 5?
Replies: 6
Views: 1098

Re: How can I add a custom field to Customer Company in OTRS 5?

jojo wrote:this can be achived with the dynamic field functionality
I can only add dynamic field to ticket, or article. Am i wrong?
by geri
22 Jun 2016, 11:26
Forum: Help
Topic: How can I add a custom field to Customer Company in OTRS 5?
Replies: 6
Views: 1098

Re: How can I add a custom field to Customer Company in OTRS 5?

Eggllo wrote:What kind of info were you thinking of storing? Is it something that would be static for each company?

It is a kind of priorization to customer companies. Like importance of he customer.
by geri
20 Jun 2016, 15:16
Forum: Help
Topic: How can I add a custom field to Customer Company in OTRS 5?
Replies: 6
Views: 1098

How can I add a custom field to Customer Company in OTRS 5?

I need to add a custom field like dynamic fields to Customer Conpany. How can I do it?

I also need display the value of this field in dashboard as a column for tickets, as an info abot the customer company the tickets belongs to.

Thank you in advance.
by geri
22 Apr 2016, 09:56
Forum: Help
Topic: OTRS 5 pop3 mail fetch frequency
Replies: 1
Views: 808

Re: OTRS 5 pop3 mail fetch frequency

It seems changing the (cron like) settings in Daemon::SchedulerCronTaskManager::Task###MailAccountFetch
works, after stop and start the daemon
by geri
22 Apr 2016, 08:56
Forum: Help
Topic: OTRS 5 pop3 mail fetch frequency
Replies: 1
Views: 808

OTRS 5 pop3 mail fetch frequency

What is the appropriate method for changing the mail fetch frequency in otrs 5?
In OTRS 3 standard cron solution worked, however this daemon method is not clear to me.
by geri
10 Mar 2016, 16:41
Forum: Help
Topic: How can I automate the setting of the owner of a reopened ticket
Replies: 0
Views: 441

How can I automate the setting of the owner of a reopened ticket

I need to set the owner of all reopened ticket to the agent who owned it last time when the ticket was in open state. Unfortunately this is usualy not the current or even last owner of that ticket. I also need some other fields on these tickets. How can i achieve this? At first i think I should use ...
by geri
09 Mar 2016, 16:22
Forum: Help
Topic: Customer notification email on phone ticket
Replies: 2
Views: 498

Re: Customer notification email on phone ticket

root wrote:Did you found AutoResponseForWebTickets in the SysConfig?
Yes I've tried that.
It seems I misunderstood the new email ticket functionality .
by geri
08 Mar 2016, 09:49
Forum: Help
Topic: Customer notification email on phone ticket
Replies: 2
Views: 498

Customer notification email on phone ticket

Hello I need to set a notification email to customers when a ticket is created by an agent after a phone call or email to the agents mail account. The amel hould be similar to the one th customer recieves after emails sent directly to the otrs system. For email directly sent to the otrs "auto respon...
by geri
21 Oct 2015, 08:22
Forum: Help
Topic: How to find out the what generated a certain notification?
Replies: 3
Views: 610

Re: How to find out the what generated a certain notification?

crythias wrote:
geri wrote: the only Auto Response with identical text body is invalid.
Auto Responses that are attached to a queue remain attached to the queue, even if the response itself is later marked invalid.
Thank you, that is really strange "by design".
by geri
20 Oct 2015, 13:48
Forum: Help
Topic: How to find out the what generated a certain notification?
Replies: 3
Views: 610

How to find out the what generated a certain notification?

Is possible to debug otrs in a way that helps me find out what conditions generated a certain email (auto response or notification) to the customer?

I can reproduce the situation, but the only Auto Response with identical text body is invalid.
by geri
16 Oct 2015, 15:41
Forum: Help
Topic: Auto response not working for a queue
Replies: 2
Views: 417

Re: Auto response not working for a queue

crythias wrote:AutoResponse <-> Queue in Admin.
Thank you
by geri
16 Oct 2015, 09:57
Forum: Help
Topic: Auto response not working for a queue
Replies: 2
Views: 417

Auto response not working for a queue

I use auto reponse to send an email to customer after he/she sends a new ticket ( auto reply) . This works in general, however not for a certain queue.

Where should I look for a solution since there are no queue filter option in auto response management.
by geri
13 Oct 2015, 08:35
Forum: Help
Topic: I need to set a dynamic field required or hidden based on a condition
Replies: 1
Views: 312

I need to set a dynamic field required or hidden based on a condition

Is it possible to set a dynamic field required or hidden based on the state of the ticket?
I need to set in on the change owner form only.

Is there an ACL like solution for this?
by geri
07 Oct 2015, 15:52
Forum: Help
Topic: How to close a single ticket without customer notification?
Replies: 1
Views: 510

How to close a single ticket without customer notification?

How can I close a single ticket without sending email notification to customer?
In general all the customers are notified by email about closed tickets. However as you know there are exceptions ...
by geri
23 Sep 2015, 15:34
Forum: Help
Topic: How can as administrator check what a certain customer sees?
Replies: 2
Views: 426

Re: How can as administrator check what a certain customer sees?

RStraub wrote:You could login as that customer, if that option is enabled. It's located under SysConfig -> Framework -> Core -> SwitchToCustomer

Thank you
by geri
23 Sep 2015, 11:13
Forum: Help
Topic: How can as administrator check what a certain customer sees?
Replies: 2
Views: 426

How can as administrator check what a certain customer sees?

A customer does not see some tickets on his closed ticket list. (Action=CustomerTicketOverview;Subaction=MyTickets;Filter=Closed)
How can I check this? He has the the necessary right to read that ticket.
by geri
23 Sep 2015, 09:47
Forum: Help
Topic: Customer user rights to see ticket
Replies: 1
Views: 420

Customer user rights to see ticket

What is the exact requirements for a customer to be able to seee a certain ticket? In a case i faced with is as follows The ticket is in a queue assigned to group GR_A. CustomerGroupSupport is enabled CustomerGroupAlwaysGroups contains GR_A Isn't this should be enough for every customer to be able t...
by geri
14 Aug 2015, 15:16
Forum: Help
Topic: LDAP auth with multiple source
Replies: 1
Views: 377

LDAP auth with multiple source

OTRS 3 How can I achieve that the users ( customers) can authenticate in two different ldap source? I am confused, because i can create two different settings in Config.pm by attaching a number to names like $Self->{'Customer::AuthModule1'} etc. However what should i do with the settings in Framewor...
by geri
23 Jul 2015, 08:49
Forum: Help
Topic: How can I get an SLA report on tickets response time, solution time etc
Replies: 0
Views: 333

How can I get an SLA report on tickets response time, solution time etc

Are there any addon for SLA reports? Especially if i need to take into consideration the calendar specified for the SLA.
Which tickets violated the specified SLA?
Which is the easiest approach to achieve this? I need this for OTRS 4
by geri
22 Jul 2015, 15:57
Forum: Help
Topic: Put ticket on hold (stop the clock)
Replies: 11
Views: 4434

Re: Put ticket on hold (stop the clock)

geri wrote:
What happened to this addon?

I meant that addon is not available on that URL, and no even listed on http://znuny.com/#!/addons
by geri
22 Jul 2015, 15:10
Forum: Help
Topic: Put ticket on hold (stop the clock)
Replies: 11
Views: 4434

Re: Put ticket on hold (stop the clock)

What happened to this addon?
by geri
21 Jul 2015, 10:36
Forum: Help
Topic: Make impact field editable on agent interface
Replies: 2
Views: 393

Re: Make impact field editable on agent interface

I forgot to mention, that by adding ITSMImpact dynamic field, the dropdown listbox is always empty. I suspect some dependency is behind the problem.
by geri
21 Jul 2015, 09:06
Forum: Help
Topic: Make impact field editable on agent interface
Replies: 2
Views: 393

Make impact field editable on agent interface

How can I make the Impact field editable on the agent interface?
Currently it is only editable on the customer interface, but it is necessary to edit at least on new phone and new email ticket forms. How can i achieve this?
I use OTRS 3.3
by geri
07 May 2015, 10:41
Forum: Help
Topic: Link Config Item to Customr company
Replies: 2
Views: 822

Re: Link Config Item to Customr company

Thank you, however the CI does not appear on the TicketZoom page for the tickets in linked queue.
by geri
04 May 2015, 09:58
Forum: Help
Topic: Link Config Item to Customr company
Replies: 2
Views: 822

Link Config Item to Customr company

Is it possible to link a config item to a customer company therefor the linked CI is visible on every ticket belonging to the customer company?

I want to make technical info available to agents in every tickets regarding the customer company's infrastructure.
by geri
16 Mar 2015, 11:55
Forum: Help
Topic: Steps for changing OTRS FQDN site?
Replies: 4
Views: 2450

Re: Steps for changing OTRS FQDN site?

wurzel wrote:Hi,

set your DNS correctly
set the field FQDN in Sysconfig correctly.

Flo
You mean it is enough in OTRS side to change FQDN specified in Framework->Core FQDN ?
by geri
16 Mar 2015, 11:41
Forum: Help
Topic: Steps for changing OTRS FQDN site?
Replies: 4
Views: 2450

Steps for changing OTRS FQDN site?

What are the needed steps to correctly change the domain name of a running OTRS site?
by geri
11 Mar 2015, 09:22
Forum: Help
Topic: Create new OTRS ticket from external application
Replies: 1
Views: 406

Create new OTRS ticket from external application

I am really new to this, so I need some hints on how to create new tickets in OTRS from an external application?

Is it possible to achieve the customer/ service / SLA etc dependency defined vis ACL? So the remote application can provide a list of services available to a cetain customer SLA etc.
by geri
09 Mar 2015, 15:04
Forum: Help
Topic: Reopen Ticket after closed on customer email
Replies: 5
Views: 1260

Re: Reopen Ticket after closed on customer email

Phew, I guess that can be done by either editing the way OTRS handles follow ups: ~otrs/Kernel/System/PostMaster/FollowUp or you could play with the PostMaster Filters (this is probably the recommended way): X-OTRS-FollowUp [...] And set the ticket to new, unlocked and no owner/responsible. Thank y...
by geri
09 Mar 2015, 11:55
Forum: Help
Topic: Reopen Ticket after closed on customer email
Replies: 5
Views: 1260

Re: Reopen Ticket after closed on customer email

RStraub wrote:Admin -> Queue -> YourQueue -> FollowUp Option
Thank you, this is not exactly what i need.

life cycle
1. Closed, locked to agent B
2. user email response
Current behavior
3. Open, locked to agent B

Desired behavior
3. New, not locked to any agent,so anybody can pick up
by geri
09 Mar 2015, 11:35
Forum: Help
Topic: Reopen Ticket after closed on customer email
Replies: 5
Views: 1260

Reopen Ticket after closed on customer email

Hello

In a case ticket is closed, and the customer replies to it the ticket becomes open.

I need to chage this behaivour so this tickets become new.
Is it possible?
by geri
27 Feb 2015, 11:32
Forum: Help
Topic: FROM/Subject field in ticket search result
Replies: 0
Views: 349

FROM/Subject field in ticket search result

I use OTRS 3.3.9 If I run a search for tickets the result page FROM/Subject column shows the opening subject for most of the tickets, however for some I see "closed .." in others. It turned out the ticket initially created by agent as new email tickets are the wrongly displayed ones. The problem is ...
by geri
23 Jan 2015, 09:39
Forum: OTRS Developers
Topic: [Add-on Announcement] Support Quota Add-on
Replies: 73
Views: 26027

Re: [Add-on Announcement] Support Quota Add-on

Is it possible to make this widget viewable on AgentTicketEmail, and AgentTicketPhone or even on customer page?
by geri
21 Jan 2015, 11:37
Forum: Help
Topic: Upgrading error from 3.3.10 to 4.0.1
Replies: 17
Views: 11092

Re: Upgrading error from 3.3.10 to 4.0.1

I am testing the upgrade process from 3.3.10 to 4.0.5 on an almost empty installation with ITSM + Survey + FAQ package installed. I followed the process described at http://otrs.github.io/doc/manual/admin/4.0/en/html/upgrading.html I manually upgraded the packages via command line. After loging in t...
by geri
12 Jan 2015, 13:12
Forum: Help
Topic: Debug sent notification emails? OTRS debug?
Replies: 0
Views: 389

Debug sent notification emails? OTRS debug?

How can I write details of all sent agent notification emails to log file. I need the Ticket id , ticket number, and agent info in the log file?

In general how can i set logging level to debug, and specify the debug level?