Znuny and ((OTRS)) Community Edition

gawkla

Great, it works
Many thanks

gawkla

Hello All.

OTRS V6:

It is possible to customize dashboard:

Open Tickets / Need to be answered

To show more than 50 items per page?

gawkla

Thanks for suggestion. It looks that event "Article created" is right one. With some additional filters (ticket=new, queue=inbox etc). Now I am testing all scenarios but it looks that attachments are forwarded as expected

gawkla

Hello Roy. You say about this option? I have this setting but it doesn't propagate attachment from original Customer email with notification. I am not sure if this is a bug, or something is wrongly configured? I thought that this option is related to "article" attachments - for example: if...

gawkla

Do you have any idea how to do it? AutomaticAgent, postmaster-filters, notification-settings. All those seems to have no possibility to attach atachemnt from customer email. Is there any 'magic' shortcut like <OTRS_CUSTOMER_ATTACHMENT[0]> or similar like <OTRS_CUSTOMER_BODY[30]> ???

gawkla

Hello Team. I have OTRS 6.0.15 Customers are sending emails to our support mailbox. When new mail arrives there is new ticket created by OTRS. This is working fine. But I need to forward attachement form CustomerEmail to other agent (supervisor who is monitoring and dispatching tickets). There is sp...

gawkla

hello. Did you found the solution?

gawkla

Because my counter is groving slow it would be better to expand length (9999 -> 10000). But it is less important. More important is: 1) is it possible to remove systemID from ticket number? 2) how "lower" current ticket counter from 1506599 to, for example: 06599 In my case this will remov...

gawkla

nothing strange. Should be 10000. Next should be 10001.

gawkla

"AutoIncrement" increments the ticket number, the SystemID and the counter are used with SystemID.counter format (e.g. 1010138, 1010139). So, it should be: 156594. Maybe counter starting position is set to 150000. But how to check this - it is stored somewhere in database but I can't find ...

gawkla

Hello Team. Maybe you can help me. My SystemID is 15 But my automatic generated ticketID is (for example) 151506594 where: 15 - is system ID 150 - ??? 6594 - is auto increment part How to remove this ??? strange 150 part? I have no idea. I tried to search into all config but this is nothing visible....

gawkla

Hello all.
OTRS V6

I would like to have CustomerUser & CustomerCompany fields (available on AgentTicketCustomer page) available also on page "TicketFreeText"
Frontend → Agent → View → TicketFreeText

Can this be easy added? Can anybody assist me?

gawkla

Hi.
I am able only to copy/move first visible article (last entered for example: #7). I have articles sorted by last entered on top.

OK, I found it. If i switch to view only one article it works fine

gawkla

In my case: I have to be owner of the ticket or responsible Still no all articles have option to move Yesterday I found interesting thing. When I moved article between tickets by changing ticket_id in database nothing happened. But when I changed owner of the first ticket articles looks like moved t...

gawkla

Ad.1 I found, that there is config option (groups): Frontend::Module###AgentArticleCopyMove I don't see any related options because I have non standard groups in my system. After configure correct groups I can see option to move articles. But new question is: is there possibility to allow this featu...

gawkla

Hello Team. I have OTRS free version 6.0.15 I know that this question was asked many times, and many times the only answer answered was "it is not possible". Sorry, but I have ask this again. I *really* need *sometimes* to move article between tickets. It is because sometimes agents or cus...

gawkla

Hi All
I would like to have by default visible all currently opened tickets for selected customer.

In standard configuration there are visible "reminder tickets" and "new tickets".

Can anybody advise me how to configure this? (OTRS V6)

gawkla

many thanks. So simple (if you know how and where to edit)

gawkla

hello Team. Can anybody help me?
I wolud like to colorize some fields (ticket state) in TicketZoom overview.

For example: "Opened" as green, "Closed" as red, "Pending*" as orange

Or any other idea how to easy differentiate tickets regarding state.

gawkla

thanks for answer. Maybe there is other possibilty to create more complicated search patterns?

gawkla

Hi, I know that this is very old ticket. But did you resolve this question? I am in front of exactly the same problem now...

gawkla

many thanks! I will test it.

gawkla

yes, few times. but without any rsponse. maybe he is busy.

gawkla

Hello Team Is there any way to disable, hide, or simply minimize right column on dashboard screen? In our company it is rarely used. I would like to use almost full screen width for ticket informations and not waste space for big white rectangle on right. There was special extension for version OTRS...

gawkla

Hello Team. OTRS 5.0.27, but the same behaviour in other versions. I have a lot of tickets with .pdf attachements Every time I want to view these attachments chrome browser try download file insteed simple opening it in internal chrome verwer. On other websites internal chrome pdf viewer works well....

gawkla

Solved. After reinstallation of OTRS everything start working. Magic happened

gawkla

I am trying to do this change myself, but I need some help. In version 6 there is mentioned: Kernel/System/Ticket/ArticleSearchIndex/DB.pm In version 5 this file doesn't exists. I tried search full source tree from OTRS V5 for phrase "ArticleFulltext" but nothing was found. Anybody can tel...

gawkla

I want to do some basic automation for ticket, basing on ticket title. Select condition: "Ticket title is ... " AND queue is: "..." AND type is "new" Actions: change ticket type, change queue, assign to particular agent. Selection works well (It is easy to check running...

gawkla

Hello Team
Any help appreciated.
I have setup GenericAgent job. I can run it manually or from scheduler. There is nothing more in logs that job was fired.
But... No action is taken. No ticket parameters changed.

How to debug GenericAgent? Where to check detail logs?

gawkla

Hello all.
This was confirmed as issue and resolved in version OTRS V6.

Anybody can help me implementing this change for version V5?

https://github.com/OTRS/otrs/commit/6cd ... ae5e403f4c

gawkla

reneeb wrote:http://opar.perl-services.de/dist/Dashb ... reen-5.0.1 is OTRS5 compatible...

Hello reneeb
Is this extension compatible with OTRS V6?

gawkla

Hello. Probably yes. Maybe you know what file should be edited?
I made similar changes in the past but unfortunately I lost knowledge where I made these changes.

gawkla

Ticket small overview - columns width

How to change default comumn width?

gawkla

Resolution:
I changed template for emails from "default" to "unformatted".

Now everything is ok.

gawkla

did you know that extension?

gawkla

I found quite similar situation but with ticket number.

this looks like resolved via bug-report.

https://bugs.otrs.org/show_bug.cgi?id=4238

Is there any possibility to add ticket title into toolbar full text search box?
Or I should raise new bug-report?

gawkla

Is there any chance to extend full text search to ticket title?

gawkla

indeed. I don't know how I missed this info.
But other question: is it possible to extend full search to cover also ticket title? maybe also article titles?
[you know: full text search should do really full text search :]

gawkla

Hello Team OTTRS 5.0.20 but I notice this behavior since long time. It looks like using "full text search" field in upper screen part give me not all expected results. I am doing simple search - ticket title. Ticket is definitely in queue, opening all customer tickets shown wanted ticket o...

gawkla

Hello Team. I have OTRS V5.0.11 but I notice this "error" from long time. Generally speaking, I have problem setting colors in email notifications. Colors are properly visible only in MS Outlook. In Thunderbird or webmails all colors are black. Anybody else have this issue? P.S. Notificati...

gawkla

yes, that's true. Question is: how to "highlight" some elements as administrator but for agents?

gawkla

Hello Community. Maybe this question was asked but I can't find proper solution. My problem: Some settings can be made by agent in his Preference tab. In example: "My queues" and "My notifications". These settings have impact on agent's notification. Is there any way to set these...

gawkla

Yet another nob question. There is info "Your web server user should be the 'otrs' user". I have OTRS under debian. In standard installation Webserver is running under www-data user, true? I am not changed this, but everything seems to work correctly. Can anybody confirm or give some rules...

gawkla

thanks!
I have just relized, that there is new section under V5 docs..

bin/otrs.Console.pl Admin::Article::StorageSwitch

gawkla

Hello Team I have OTRS 5.0.5 I would like to switch storage engine from DB into FS. I want also migrate all old attachements from DB to FS. but... bin\otrs.ArticleStorageSwitch.pl is missing I downloaded newest version 5.0.6 and this file is still not present. It is ok? Can I use file otrs.ArticleSt...

gawkla

Hello community A seen this question asked many times but final solution is hard to find. Is there any official documentation about available variables??? I found this site: http://otrstags.blogspot.com/ any other documents? This blog seems to be good starting point but I am not convinced that this ...

gawkla

Other question: is there easy possibility to have FreeField / Dynamic Field "maped" to customer_user table? I want to have system auto-completation feature on this field. For example, starting typing few letters in this field should give me possibility to pickup matched records from custom...

gawkla

I know that, but maybe there is some unofficial way how to do what I want?
Maybe edit some source files ??

gawkla

Thanks a lot!
Working well!

gawkla

thanks. But it is compatible with version OTRS v5 ???

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