Search found 25 matches

by andrep
07 Mar 2018, 23:55
Forum: General
Topic: Process Ticket - Customer Portal
Replies: 5
Views: 1644

Re: Process Ticket - Customer Portal

Thank you so much, I didn't see this setting.
by andrep
07 Mar 2018, 12:05
Forum: General
Topic: Process Ticket - Customer Portal
Replies: 5
Views: 1644

Re: Process Ticket - Customer Portal

Additional info : When I deactivate this setting CustomerFrontend::NavBarModule###10-CustomerTicketProcesses I see the menu "Create new process ticket" but I got the message "No Process configured". As I wrote, the process "Demo book ordering" is active and fully operational in the Agent GUI. Should...
by andrep
07 Mar 2018, 11:55
Forum: General
Topic: Process Ticket - Customer Portal
Replies: 5
Views: 1644

Re: Process Ticket - Customer Portal

Thank you for your comment. Yes I have it, I reproduced the Order book example. In the Agent GUI, work perfectly.

Thanks for your help

André
by andrep
05 Mar 2018, 19:31
Forum: General
Topic: Process Ticket - Customer Portal
Replies: 5
Views: 1644

Process Ticket - Customer Portal

Hello, I try to activate the ability to create a process ticket in the customer portal but I don't see the menu as mentioned in the sysconfig area : CustomerFrontend::Module###CustomerTicketProcess --> Create new process ticket. How can I achieve this ? Thank you for your prompt help André OTRS 5.0....
by andrep
12 Feb 2018, 11:14
Forum: General
Topic: FAQ Standard Addon - list of recent FAQ
Replies: 2
Views: 453

Re: FAQ Standard Addon - list of recent FAQ

Finally, nobody can help me ?

Thank you

André
by andrep
24 Jan 2018, 10:53
Forum: General
Topic: FAQ Standard Addon - list of recent FAQ
Replies: 2
Views: 453

Re: FAQ Standard Addon - list of recent FAQ

Hello,

Any idea about this ?

Thank you

André
by andrep
15 Jan 2018, 14:02
Forum: General
Topic: FAQ Standard Addon - list of recent FAQ
Replies: 2
Views: 453

FAQ Standard Addon - list of recent FAQ

Hello, In the FAQ Explorer, the initial list should be setup with the config entry : FAQ::Default::RootCategoryName In this field would it be possible to set something for displaying ALL FAQ (from the recent to the oldest one) ? In OTRS, I introduced some categories and it is a little bit disturbing...
by andrep
21 Mar 2017, 11:25
Forum: General
Topic: Microsoft Edge Copy/Paste problem
Replies: 12
Views: 1610

Re: Microsoft Edge Copy/Paste problem

Hi Florian, I setup a new machine with Firefox, Google Chrome and Edge. It works fine with Firefox. Surprisingly for me, it works also fine with Google Chrome but I find out why. On my first test computer, Google Chrome was NOT installed in 64 bits ! I uninstall and reinstall Chrome in 64 bits and i...
by andrep
21 Mar 2017, 07:02
Forum: General
Topic: Microsoft Edge Copy/Paste problem
Replies: 12
Views: 1610

Re: Microsoft Edge Copy/Paste problem

Hi Florian, Thank you for your test. Is your PC under Windows 10? --> Because on previous Windows version, it works fine. I think, I don't have a permission issue because pasting ONLY TEXT WORKS . The problem is NOT related to HTTPS, on my HTTP test instance, I have the same problem. Looks like OTRS...
by andrep
20 Mar 2017, 11:00
Forum: General
Topic: Microsoft Edge Copy/Paste problem
Replies: 12
Views: 1610

Re: Microsoft Edge Copy/Paste problem

Hi everyone, Due to the security issue, I try to change the internet settings to put OTRS in the trust site and to open everything. Always the same result. OTRS is accessible through HTTPS ! If someone want to try,..., you are welcome : https://support.kim-services.com/otrs/customer.pl User : test@k...
by andrep
20 Mar 2017, 04:29
Forum: General
Topic: Microsoft Edge Copy/Paste problem
Replies: 12
Views: 1610

Re: Microsoft Edge Copy/Paste problem

Hi Florian, I guess that I am missing something. On Chrome (updated today version 57.0.2987.110), when I pasted the clipboard graphic content with CTRL + V, I got the message : File successfully uploaded (in green) but nothing happend in the CKeditor ! No content inserted, :-( On the CKEditor, if I ...
by andrep
19 Mar 2017, 11:21
Forum: General
Topic: Microsoft Edge Copy/Paste problem
Replies: 12
Views: 1610

Re: Microsoft Edge Copy/Paste problem

Hi everyone, I installed the last OTRSs version 5.0.16 (Centos7) but unfortunately the copy-paste of image doesn't work in the Agent GUI or Customer portal. Always the same problem even in Edge or Google Chrome browser. I hope that a miss a config setting,..., and not that OTRS gave up,...., before ...
by andrep
24 Jul 2016, 06:21
Forum: General
Topic: Queue View - showing also close tickets
Replies: 6
Views: 929

Re: Queue View - showing also close tickets

Thank you. Could you help me to write the code for the filter ? I saw in the AgentTicketStatusView.pm the following code Closed => { Name => Translatable('Closed tickets'), Prio => 1001, Search => { StateType => 'Closed', OrderBy => $OrderBy, SortBy => $SortBy, UserID => $Self->{UserID}, Permission ...
by andrep
24 Jul 2016, 05:39
Forum: General
Topic: Microsoft Edge Copy/Paste problem
Replies: 12
Views: 1610

Microsoft Edge Copy/Paste problem

Hi everyone, With Microsoft Edge, copy/paste work very partially. With the right click button, I get the message : Because of your browser security settings, the editor is not able to access your clipboard data directly. You are required to paste it again in this window. Please paste inside the foll...
by andrep
13 Jul 2016, 06:05
Forum: General
Topic: Queue View - showing also close tickets
Replies: 6
Views: 929

Re: Queue View - showing also close tickets

Hi Renee,

In the Queue View, we can see ONLY the active tickets.

In the Status View, we can see the active tickets AND the closed tickets

My request was to see the closed tickets in the Queue View TOO.

The search function is too complicate for my customer's need.

Best regards

Andre
by andrep
08 Jul 2016, 04:05
Forum: General
Topic: Queue View - showing also close tickets
Replies: 6
Views: 929

Re: Queue View - showing also close tickets

Hi, Thank you for your feedback. Ok, but how OTRS work in the Status view ? Even in the Status View, the case is worst, because at this place, ALL closed tickets in the system (> 10'000) are displayed. In the Queue View, if the closed tickets can be displayed, it will be ONLY the closed ticket of th...
by andrep
07 Jul 2016, 11:02
Forum: General
Topic: Queue View - showing also close tickets
Replies: 6
Views: 929

Queue View - showing also close tickets

Hello, I create a Queue : New colleagues When a new colleague join the company, the HR department send a message to the IT_support address and a ticket is created. After that, the IT department start their job like : give a notebook and sign the company policies, special access rights,... And finall...
by andrep
13 Feb 2016, 12:19
Forum: General
Topic: SLA / Solution Time
Replies: 3
Views: 666

Re: SLA / Solution Time

Thank you for your answer. The Advance Escalation feature offer to setup some start/stop/restart conditions. My concern is : in 1 process splitted into 3 steps, I want to be able retrieving the solution time needed for each steps. QUESTION : Would it be possible to store in Dynamic Field the value o...
by andrep
08 Feb 2016, 13:47
Forum: General
Topic: SLA / Solution Time
Replies: 3
Views: 666

SLA / Solution Time

Hello, A Customer as the following requirment : A ticket should be solved in 96 hours but the ticket should be processed in 3 steps with some specific SLA. Step 1 : 24 hours Step 2 : 48 hours Step 3 : 24 hours The company is lucky, most of the time, tickets are solved in time but,... The Customer wa...
by andrep
22 Nov 2015, 12:06
Forum: Général
Topic: customer.pl
Replies: 3
Views: 3899

Re: customer.pl

Bonjour,

Dépendant du nombre de clients, il est possible de faire la manipulation décrite dans l'Admin book

5.2.1.1. Customer with multiple IDs (Company tickets)

Ainsi un client peut être assigné à plusieurs compagnies et ainsi voir les tickets de plusieurs compagnies.

Cordialement

André
by andrep
22 Nov 2015, 12:00
Forum: Général
Topic: AFFECTATION D'UN OWNER A UNE FILE
Replies: 3
Views: 3807

Re: AFFECTATION D'UN OWNER A UNE FILE

Bonjour,

Ou créer une tâche via le "Generic Agent".

Lorsqu'un ticket est créé dans la file X, alors mettre le owner à Y

Cordialement

André
by andrep
22 Nov 2015, 11:54
Forum: Général
Topic: Embarquement ou pas des historiques dans les reply
Replies: 7
Views: 3983

Re: Embarquement ou pas des historiques dans les reply

Réglage possible dans Sysconfig, mais c'est un comportement général pour tous les tickets : Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewCompose Ticket::Frontend::ResponseFormat Enlever la ligne : [% Data.Body | html %] La réponse comportera bien QUE la réponse sans l'historique. J...
by andrep
14 Aug 2015, 04:58
Forum: OTRS Developers
Topic: Translating ITSM
Replies: 14
Views: 3791

Re: Translating ITSM

Thank you Renée and Rolf for your answers. @Renée : to start step by step, I didn't install the ITSM Module; I read in your previous post this behaviour. Thank you ! @Rolf : Ok, thank you for telling me that some field can't be translated. But do you have some guidelines on which fields can be trans...
by andrep
13 Aug 2015, 13:22
Forum: OTRS Developers
Topic: Translating ITSM
Replies: 14
Views: 3791

Re: Translating ITSM

Dear all, I'm fighting with the translation of specific topics like Services name, Ticket Type, Dynamic Field Drop down list,.... The only way that I find is to type this in a fr_Custom.pm file $Self->{Translation}->{'Service Request'} = 'Demande de service'; But unfortunately it doesn't work. Obvio...