Search found 92 matches

by flippertom
15 Nov 2019, 07:06
Forum: General
Topic: Limited characters in notification subject
Replies: 1
Views: 97

Limited characters in notification subject

Hello,

We are using OTRS 5.
For some email notifications, there is a limit to the characters in the subject like 'OTRS_CUSTOMER_SUBJECT[24]'.
What is the significance of this number and could there be any negative impact if this number is changed or removed?


Regards,
Tom.
by flippertom
14 Nov 2019, 07:44
Forum: General
Topic: No agent notification on rejected followup
Replies: 0
Views: 279

No agent notification on rejected followup

Hello,

We are using OTRS 5.
When the queue option is set to 'reject', an article is added but no agent notification is sent.
Cannot find from where this notification is stopped. Any idea how to enable a notification to the agent in case of reject?

Regards,
Tom.
by flippertom
31 Oct 2019, 10:44
Forum: General
Topic: Email stuck in Lotus Notes mailbox
Replies: 3
Views: 155

Re: Email stuck in Lotus Notes mailbox

Hi, Had this multiple times, all(!) of them were related to network or mail server issues. Did you checked the non otrs related logs? - Roy Thank you for the reply. Not sure if I'm checking the correct logs. I just checked the apache logs and could not find any relevant information. Regards, Tom.
by flippertom
31 Oct 2019, 09:03
Forum: General
Topic: Email stuck in Lotus Notes mailbox
Replies: 3
Views: 155

Email stuck in Lotus Notes mailbox

Hello, We are using OTRS 5. We have configured a Lotus Notes mailbox for IMAP import of emails. Every now and then any particular email will not get imported into OTRS and causes the process to get stuck. Any ideas on how to go about the troubleshooting or has anyone else experienced this? Regards, ...
by flippertom
30 Oct 2019, 14:18
Forum: General
Topic: Multiple attachments at once
Replies: 2
Views: 140

Multiple attachments at once

Hello,

We are using OTRS 5.
Does anyone use any add-on to attach multiple files at once? What is your experience regarding the performance? Any issues faced?
We need to decide if such functionality should be enabled or not.

Regards,
Tom.
by flippertom
24 Oct 2019, 13:23
Forum: OTRS Developers
Topic: Ticket reopened by followup from copied person
Replies: 2
Views: 89

Ticket reopened by followup from copied person

Hello,

We are using OTRS 5.
Tickets get reopened after a followup from someone who was in copy of the ticket reply.
This seems wrong as only the customer email should reopen the ticket.
How to go about the development of this functionality?

Regards,
Tom.
by flippertom
03 Oct 2019, 14:02
Forum: General
Topic: Incorrect Followups
Replies: 3
Views: 305

Re: Incorrect Followups

root wrote:
03 Oct 2019, 13:23
Hi,

I recommend first to check the System Configuration (Postmaster) which FollowUp filter are enabled.

- Roy
Hello,

The following options are enabled for followup
Subject
References
Body
Raw Email

Regards,
Tom.
by flippertom
03 Oct 2019, 12:34
Forum: General
Topic: Incorrect Followups
Replies: 3
Views: 305

Incorrect Followups

Hello, We are using OTRS 5. We have an issue with followups where unrelated emails are treated as followups to existing tickets since some email which created a ticket earlier was edited and forwarded. It makes sense to have this functionality since the followups can be easily identified. What could...
by flippertom
19 Sep 2019, 07:53
Forum: General
Topic: Import mails from one mailbox instantly
Replies: 3
Views: 335

Re: Import mails from one mailbox instantly

root wrote:
18 Sep 2019, 15:22
Hi,

Switch to SMTP/Procmail for the related mail account.

- Roy
Thank you for the suggestion. Any pointers on how to start with this?
I'm already searching on the internet but cannot find clear steps to do this.
by flippertom
18 Sep 2019, 14:18
Forum: General
Topic: Import mails from one mailbox instantly
Replies: 3
Views: 335

Import mails from one mailbox instantly

Hello,

We are using OTRS 5.
We have configured 10 mailboxes in the system. Requirement is to import mails from one of the mailboxes instantly and others should be imported via the cron job.
Any way to do this?

Regards,
Tom.
by flippertom
31 Jul 2019, 14:18
Forum: General
Topic: Allow reopening for a state of type closed
Replies: 1
Views: 305

Allow reopening for a state of type closed

Hello,

We are using OTRS 5.
How to allow reopening of a ticket for one state (say closed but not confirmed) of type 'closed' but prevent for another (say closed and confirmed).
Setting queue follow up type to 'possible' or 'new ticket' allows or prevents it for both the states.

Regards,
Tom.
by flippertom
06 Jun 2019, 12:15
Forum: General
Topic: Hide link type 'Normal'
Replies: 3
Views: 388

Re: Hide link type 'Normal'

Hi, Check the SysConfig for LinkObject::PossibleLink and try to disabled the one you don't need. - Roy Hello, Thank you. Did that change and tested it. Works fine for the link page. But now, the functionality of auto linking on followup when 'NewTicket' option is set in the queue is broken. Regards...
by flippertom
06 Jun 2019, 07:54
Forum: General
Topic: Semicolon in URL - Issue in Skype
Replies: 0
Views: 348

Semicolon in URL - Issue in Skype

Hello, We are using OTRS 5. When a ticket URL having a semicolon is sent via Skype, the semicolon is replaced by %3b and the URL does not open. I did read something about handling it via Apache but the steps are not clear. Would it be a better option to just replace the semicolon with ampersand? If ...
by flippertom
06 Jun 2019, 07:48
Forum: General
Topic: OTRS Per Email Import Time
Replies: 5
Views: 412

Re: OTRS Per Email Import Time

sounds like performance issues on the notes pop3/imap stack. I suggest forwarding and using a local MTA and MDA (procmail) on the OTRS server OK. Thank you. This is on the list but doesn't seem to be a straightforward implementation. I will search of the implementation steps and start a new thread ...
by flippertom
05 Jun 2019, 09:55
Forum: General
Topic: OTRS Per Email Import Time
Replies: 5
Views: 412

Re: OTRS Per Email Import Time

how do you get the mails into the system, how large are the mails, are there any performance issues with database or filesystem? Mail imports are done via Lotus Notes mailboxes using IMAP/POP3 every 10 minutes. There are ~15 mailboxes configured. The email size in usually in the range of 20-70KB bu...
by flippertom
04 Jun 2019, 15:54
Forum: General
Topic: OTRS Per Email Import Time
Replies: 5
Views: 412

OTRS Per Email Import Time

Hello,

We are using OTRS 5.
I just saw that each email takes about 10 secs to be imported and converted into a ticket.
Is this time normal? Anyway to speed it up?

Regards,
Tom.
by flippertom
26 Apr 2019, 11:54
Forum: General
Topic: Hide link type 'Normal'
Replies: 3
Views: 388

Re: Hide link type 'Normal'

Hello,

Thank you.
Did that change and tested it. Works fine for the link page.
But now, the functionality of auto linking on followup when 'NewTicket' option is set in the queue is broken.

Regards,
Tom.
by flippertom
26 Apr 2019, 09:55
Forum: General
Topic: Hide link type 'Normal'
Replies: 3
Views: 388

Hide link type 'Normal'

Hello,

We are using OTRS version 5.
On the link page, the type 'Normal' is selected by default and users forget to change it sometimes creating normal links in place of parent child links.
How to remove normal from the options on the 'Link' page?

Regards,
Tom.
by flippertom
16 Apr 2019, 07:31
Forum: OTRS Developers
Topic: Email routing based on ticket type
Replies: 4
Views: 327

Re: Email routing based on ticket type

root wrote:
16 Apr 2019, 07:23
Hi,

Why no use PostMaster filter and / or event based GenericAgents in addition to your existing filters to set the queue?

- Roy
That file already has customization related to email ticket routing which checks for some customer parameters.
The ticket type checking has to be in addition to this.
by flippertom
16 Apr 2019, 06:51
Forum: OTRS Developers
Topic: Email routing based on ticket type
Replies: 4
Views: 327

Email routing based on ticket type

Hello,

How to check for the ticket type in NewTicket.pm? We want to route email tickets into different types of queues based on ticket type set via filters.
I'm not able to get the code correct. Have checked various combinations but none of them are capturing the type properly.

Regards,
Tom.
by flippertom
03 Apr 2019, 20:16
Forum: General
Topic: Separate import processes for separate mailboxes
Replies: 1
Views: 130

Separate import processes for separate mailboxes

Hello,

We have around 10 mailboxes configured in OTRS and each mailbox has a good volume of mails coming in continuously.
The import interval is 5 minutes.
What would be a good way to make the imports faster? Any sort of parallel importing possible?

Regards,
Tom.
by flippertom
08 Mar 2019, 15:26
Forum: General
Topic: OTRS Hardware resource planning
Replies: 6
Views: 268

Re: OTRS Hardware resource planning

I doubt to get this running with good performance on virtual system. ;-) Maybe you doubt, I not. Without knowing more details I don't do any estimate. 1.5k agents with 3k tickets a day could mean 2 tickets a day per agent. Could also be 500 agents per 8 hrs in a 24/7 workload. OP please provide mor...
by flippertom
08 Mar 2019, 13:03
Forum: General
Topic: OTRS Hardware resource planning
Replies: 6
Views: 268

OTRS Hardware resource planning

Hello, How to plan for hardware resources for OTRS? We have oracle database back end which is on a separate server and we get about 3000 tickets per day. The system has about 1500 agents configured. Majority of the tickets are created via email. How to determine the suitable hardware requirements (R...
by flippertom
25 Jan 2019, 09:18
Forum: General
Topic: Make dynamic field mandatory
Replies: 2
Views: 434

Make dynamic field mandatory

Hello,

We are using OTRS 5.

A customized functionality uses a dynamic field on a page.
How to make the dynamic field mandatory on that page.

Regards,
Tom.
by flippertom
22 Jan 2019, 10:07
Forum: General
Topic: Add filter to priority column
Replies: 1
Views: 408

Add filter to priority column

Hello,

We are using OTRS 5.
On the queue view, it is possible to sort using priority but the filter option is not available.
How to add a filter to the priority column?

Regards,
Tom.
by flippertom
14 Jan 2019, 11:29
Forum: General
Topic: Show dynamic field when empty
Replies: 1
Views: 717

Show dynamic field when empty

Hello, We are using OTRS 5. Is it possible to display a customized dynamic field on the ticket zoom page even when it is not set (show the field header and empty value or maybe something like NA as the value). I'm not able to set a default value for the dynamic field from the dynamic field edit page...
by flippertom
18 Dec 2018, 13:12
Forum: General
Topic: Determine ticket type from emails
Replies: 3
Views: 920

Re: Determine ticket type from emails

reneeb wrote:
18 Dec 2018, 12:37
If you want to automate something, you need to have an idea how the automation should work. In your case: How does an agent determine whether the incoming mail is a service request or an incident?
The agents read the content of the email and then decide how to differentiate.
by flippertom
18 Dec 2018, 08:07
Forum: General
Topic: Determine ticket type from emails
Replies: 3
Views: 920

Determine ticket type from emails

Hello! We're looking for ideas to automate differentiation of tickets created via email into incident and service request on ticket creation. Has anyone implemented something similar or any ideas regarding this? Segregation based on keywords in the subject is one idea but wouldn't be so effective. R...
by flippertom
18 Oct 2018, 09:09
Forum: General
Topic: OTRS BCP
Replies: 1
Views: 453

OTRS BCP

Hello,

Guys, some help with BCP for OTRS please.
There might be many ways in which this can be implemented. Need suggestion on what are the best possible options not involving costly thirdparty tools.

Regards,
Tom
Otrs version: 5
by flippertom
04 Oct 2018, 08:37
Forum: General
Topic: Changes to CSS not reflecting
Replies: 1
Views: 641

Changes to CSS not reflecting

Hello,

Changes to CSS are not reflecting on front end even after deleting cache.
This was working before and has stopped working recently.

Any ideas on what could be wrong?

Regards,
Tom.
OTRS Version: 5
by flippertom
01 Oct 2018, 09:05
Forum: General
Topic: Not able to select text with mouse on zoom view
Replies: 4
Views: 748

Re: Not able to select text with mouse on zoom view

fcasal wrote:
29 Sep 2018, 08:49
You could check the logs of otrs to find errors. Also restart the apache and, perhaps the server, could be useful.

Greetings.
Did these things already. This might not be an error but something to do with CSS.
CSS does not allow copy of data.
by flippertom
27 Sep 2018, 08:35
Forum: General
Topic: Not able to select text with mouse on zoom view
Replies: 4
Views: 748

Re: Not able to select text with mouse on zoom view

fcasal wrote:
26 Sep 2018, 04:28
Which version of otrs are you using? I mean, 5 with patch...?
5.0.27
by flippertom
24 Sep 2018, 15:31
Forum: General
Topic: Not able to select text with mouse on zoom view
Replies: 4
Views: 748

Not able to select text with mouse on zoom view

Hello,

I'm not able to select the text by dragging across with a mouse on the section which has the article number.
I'm guessing this is related to CSS but how to find out which CSS is response for this?

Regards,
Tom.
OTRS Version: 5
by flippertom
18 Sep 2018, 12:37
Forum: General
Topic: Add new item on the top menubar
Replies: 4
Views: 579

Re: Add new item on the top menubar

The XML file has to match your OTRS version Thanks for this! I copied from existing XML file and was able to successfully add a new item. One last step remaining. How do I set it's position on the Navbar? I want it to be 2nd from left. But it keeps appearing in the first position. I can move it man...
by flippertom
18 Sep 2018, 11:20
Forum: General
Topic: [Solved]Send reminder mail for a ticket after fixed interval
Replies: 2
Views: 362

Re: Send reminder mail for a ticket after fixed interval

Hello,

Generic Agent + Ticket notification worked!! Thanks!

Regards,
Tom.
by flippertom
18 Sep 2018, 11:18
Forum: General
Topic: Add new item on the top menubar
Replies: 4
Views: 579

Re: Add new item on the top menubar

Already checked this step. When I add a new XML file, I get the index.pl error.
I feel I am missing some step.
by flippertom
18 Sep 2018, 11:17
Forum: General
Topic: Hide a state for a response template
Replies: 1
Views: 315

Hide a state for a response template

Hello,

Is it possible to hide a particular status only for a specific response template on the AgentTicketCompose Page.
I checked different combinations in ACL using 'TemplateID', 'ResponseID, 'Answer', 'standard_template' etc. but none of those worked.

Regards,
Tom
Otrs version: 5
by flippertom
18 Sep 2018, 09:32
Forum: General
Topic: Send mail to Queue Supervisor
Replies: 1
Views: 295

Send mail to Queue Supervisor

Hello, We have a field in queue called queue supervisor. Is it possible to send an email to queue supervisor from Ticket Notifications? I'm checking if there is a way to add queue supervisor to list of existing recipients such as 'Ticket Owner', 'Ticket Reponsible', 'All members of queue' etc. Regar...
by flippertom
11 Sep 2018, 10:55
Forum: General
Topic: Add new item on the top menubar
Replies: 4
Views: 579

Add new item on the top menubar

Hello, We are using OTRS 5. I want to add a new menu item next to the Dashboard on the Menubar too see only particular type of tickets. I created a XML file and put it in /Kernel/Config/Files. When I opened sysconfig it gave error related to index.pl. What is the correct way to add an item in the Me...
by flippertom
05 Sep 2018, 15:49
Forum: General
Topic: [Solved]Send reminder mail for a ticket after fixed interval
Replies: 2
Views: 362

[Solved]Send reminder mail for a ticket after fixed interval

Hello,

We are using OTRS 5.
How can we configure OTRS to send out a reminder email for a ticket after a fixed interval...say 10 days.

Regards,
Tom.
by flippertom
29 Aug 2018, 13:30
Forum: General
Topic: German umlauts displayed wrong on ticket screen
Replies: 1
Views: 311

German umlauts displayed wrong on ticket screen

We are using OTRS 5.
German umlauts are getting incorrectly displayed on the screen. For e.g. for solved status it shows garbage characters in place of ö for the word gelöst.
The translations are correct in the files but there is some issue with the display.
Any way to solve this?
by flippertom
20 Aug 2018, 20:13
Forum: General
Topic: Not able to update ticket via email in OTRS5
Replies: 1
Views: 324

Not able to update ticket via email in OTRS5

Updating tickets via emails worked in OTRS 3.2 but hasn't been working OTRS 5.
Any ticket updates sent are getting converted to new tickets and not ticket updates.
Could it be any setting that is missing?
by flippertom
17 Aug 2018, 18:36
Forum: General
Topic: Create tickets though MIME emails with X-OTRS fields
Replies: 2
Views: 365

Re: Create tickets though MIME emails with X-OTRS fields

The path given was /opt/otrs/var/spool....which had the problem email.
Any logs which need to be checked?
by flippertom
17 Aug 2018, 16:43
Forum: General
Topic: Create tickets though MIME emails with X-OTRS fields
Replies: 2
Views: 365

Create tickets though MIME emails with X-OTRS fields

Tickets were getting created through MIME emails with X-OTRS fields on OTRS 3.2 but it is not working for OTRS 5.
Getting error like 'IMAP: Can't process mail, see log sub system'
Any different options that needs to be set on OTRS 5?
by flippertom
16 Aug 2018, 12:50
Forum: General
Topic: Roles not getting set for users
Replies: 1
Views: 328

Roles not getting set for users

Hello,

When I set the role for a user from Agent<->Roles and submit, the role is not set.
When I open the Agent<->Role mapping again, it has reset to the earlier value.

It works fine only when the cache is deleted from the server.
This is happening on version 5. Any ideas?

Regards,
Tom.
by flippertom
07 Aug 2018, 14:57
Forum: General
Topic: Change colors for priority and articles
Replies: 1
Views: 353

Change colors for priority and articles

Hello,

From where can I change the background colors for articles and priorities in OTRS 5?

Regards,
Tom.
by flippertom
06 Aug 2018, 14:40
Forum: General
Topic: Add dyamic field on buttons like lock
Replies: 1
Views: 331

Add dyamic field on buttons like lock

Hello,

We use OTRS version 5.
I'm checking if it is possible to add a dynamic field on buttons like the 'lock' button.
It would work like this: When the lock button the pressed a new page opens where the user selects a value from the dropdown and submits it.
How to achieve this?

Regards,
Tom.
by flippertom
26 Jul 2018, 14:35
Forum: General
Topic: OTRS does not show images in internet explorer
Replies: 2
Views: 419

OTRS does not show images in internet explorer

Image embedded in an article is shown as a cross in internet explorer whereas it opens properly in Firefox.
Any way to enable the images in IE?
Version: 3.2
by flippertom
18 Nov 2016, 12:44
Forum: General
Topic: Register a new module
Replies: 1
Views: 611

Register a new module

I want to duplicate the new phone ticket module and rename it to say new abc ticket I created an entry in xml file in the Config folder , duplicated the files AgentTicketPhone.dtl and AgentTickePhone.pm and renamed the files to AgentTicketABC. The new link won't open and error in the logs says 'XML:...
by flippertom
27 Oct 2016, 14:33
Forum: General
Topic: OTRS slow and users being logged out
Replies: 4
Views: 777

Re: OTRS slow and users being logged out

There is nothing suspicious in the log files except 1 line : Session ID xxxx is invalid.
OS is SUSELinux 11