Search found 95 matches

by iclaude
03 Jul 2023, 09:08
Forum: Help
Topic: Services options not showing correctly
Replies: 10
Views: 831

Re: Services options not showing correctly

Hi, Please can you tell me the number of services in each system? You can use the SQL Box in the admin area with this query: SELECT COUNT(*) FROM service WHERE valid_id=(SELECT id FROM valid WHERE name='valid') - Roy Greetings, Thank you for you response. Find below the requested information: a) Th...
by iclaude
28 Jun 2023, 16:33
Forum: Help
Topic: 6.0.30 Error: Active indexing process already running! Skipping
Replies: 0
Views: 1001

6.0.30 Error: Active indexing process already running! Skipping

Greetings, I am getting this error: OTRS-otrs.Console.pl-Maint::Ticket::FulltextIndexRebuildWorker-0 Message: There was an error executing Execute() in Kernel::System::Console::Command::Maint::Ticket::FulltextIndexRebuildWorker: Error: Active indexing process already running! Skipping... Can you ple...
by iclaude
27 Jun 2023, 09:43
Forum: Help
Topic: Services options not showing correctly
Replies: 10
Views: 831

Re: Services options not showing correctly

root wrote: 16 Jun 2023, 20:38 Hi,

Got it. Sorry for the confusion. Please check for Javascript errors in the browser console first.

- Roy
Hi !

I have shared the images of the errors I am getting in the browser.
Have you seen it?
Can you please help?

Best Regards
by iclaude
20 Jun 2023, 15:47
Forum: Help
Topic: Problems with the field Service
Replies: 0
Views: 780

Problems with the field Service

Greetings, I am having limitations with the services field in the different OTRS options, namely, Add SLA(AdminSLA), Notifications(AdminNotificationEvent), Generic Agent(AdminGenericAgent) and others where I need to select services. In the services field it is not being possible to select the servic...
by iclaude
20 Jun 2023, 15:42
Forum: Hilfe
Topic: Problem im Servicebereich
Replies: 0
Views: 626

Problem im Servicebereich

Grüße, Ich überprüfe Einschränkungen mit dem Feld „Dienste“ in den verschiedenen OTRS-Optionen, nämlich „Add SLA(AdminSLA), Notifications(AdminNotificationEvent), Generic Agent(AdminGenericAgent), das heißt, wo ich das Feld „Dienste“ habe, ist es nicht möglich, es auszuwählen und/oder die Optionen „...
by iclaude
20 Jun 2023, 10:38
Forum: Ajuda
Topic: Problema no campo serviços
Replies: 0
Views: 1543

Problema no campo serviços

Saudações, Estou a verificar limitações com o campo serviços nas diferentes opções do OTRS nomeadamente, Adicionar SLA(AdminSLA), Notificações(AdminNotificationEvent), Agente Genérico(AdminGenericAgent), ou seja, onde tenho o campo serviços não está a ser possível seleccionar o mesmo e ou mostrar as...
by iclaude
20 Jun 2023, 09:39
Forum: Help
Topic: [SOLVED]You don't have sufficient permissions for ticket creation in default queue.
Replies: 2
Views: 700

Re: You don't have sufficient permissions for ticket creation in default queue.

Greetings,

Thank you for your reply.
Problem solved.
I had an ACL blocking ticket creation to the default queue.

Best Regards
by iclaude
16 Jun 2023, 21:00
Forum: Help
Topic: Services options not showing correctly
Replies: 10
Views: 831

Re: Services options not showing correctly

Hi,

Thank you for your reply.

I am getting the following errors:
FF-Error-1.jpg
FF-Error-2.jpg
FF-Error-3.jpg
Best Regards
by iclaude
16 Jun 2023, 20:08
Forum: Help
Topic: Services options not showing correctly
Replies: 10
Views: 831

Re: Services options not showing correctly

Hi, Thank you for your reply. maybe I am not explaining correctly. If you look at the images above they showing different information in the field services. In both screens it should be like the ones where I have marked correct . Example: I should be able to assign multiple services to an SLA, but i...
by iclaude
16 Jun 2023, 18:26
Forum: Help
Topic: Services options not showing correctly
Replies: 10
Views: 831

Re: Services options not showing correctly

Hi, Thank you for your reply. I should be able to see the service tree the same way it appears on the Dev installation. Here is another example when adding services into an SLA or Creating a new: Correct (in the Dev Installation): SLA-Correct.jpg Incorrect(in the production Installation): SLA-Incorr...
by iclaude
16 Jun 2023, 17:17
Forum: Help
Topic: Services options not showing correctly
Replies: 10
Views: 831

Services options not showing correctly

Greetings, I have noticed that the services in OTRS are showing incorrectly in the production installation: Service-Incorrect1.jpg Service-Incorrect2.jpg While on my dev installation the services are showing correctly: Service-Correct.jpg Can you please help me correct this in my production installa...
by iclaude
12 Jun 2023, 11:00
Forum: Hilfe
Topic: Sie verfügen nicht über ausreichende Berechtigungen zum Erstellen von Tickets in der Standardwarteschlange.
Replies: 0
Views: 388

Sie verfügen nicht über ausreichende Berechtigungen zum Erstellen von Tickets in der Standardwarteschlange.

Grüße, Ich benötige Hilfe bei der folgenden Fehlermeldung beim Erstellen eines Tickets in der Kundenoberfläche: Sie verfügen nicht über ausreichende Berechtigungen für die Ticketerstellung in der Standardwarteschlange. Die Gruppe für die Standardwarteschlange ist bereits in die CustomerGroupAlwaysGr...
by iclaude
09 Jun 2023, 09:45
Forum: Help
Topic: [SOLVED]You don't have sufficient permissions for ticket creation in default queue.
Replies: 2
Views: 700

[SOLVED]You don't have sufficient permissions for ticket creation in default queue.

Greetings, I need help with the following error message while creating a ticket in the customer interface: You don't have sufficient permissions for ticket creation in default queue. The group for the default queue is already inserted in the customer CustomerGroupAlwaysGroups. Is there something els...
by iclaude
19 Apr 2023, 15:11
Forum: Help
Topic: Could not set Service for Ticket with ID
Replies: 1
Views: 245

Could not set Service for Ticket with ID

Greetings, I am having an error trying to change the service on a Process Ticket. When trying I get the following: Backend ERROR: OTRS-CGI-0 Perl: 5.16.3 OS: linux Time: Wed Apr 19 15:00:52 2023 Message: Could not set Service for Ticket with ID "3410" in ActivityDialog "ActivityDialog...
by iclaude
29 Dec 2022, 16:53
Forum: General
Topic: Meaning of SolutionDiffInMin
Replies: 1
Views: 615

Meaning of SolutionDiffInMin

Greetings,

I need help to read the meaning of the SolutionDiffInMin field in the following scenarios:

1. When the value is positive;
2. When the value is negative;
3. When the value equals zero.

Thanks in advance.

Best Regards
by iclaude
29 Dec 2022, 16:50
Forum: Ajuda
Topic: Significado do Campo SolutionDiffInMin
Replies: 0
Views: 2088

Significado do Campo SolutionDiffInMin

Saudações,

Solicito auxílio para saber o significado do campo SolutionDiffInMin nos seguintes cenários:

1. Quando o valor é positivo;
2. Quando o valor é negativo;
3. Quando o valor é igual a zero.

Melhores cumprimentos
by iclaude
25 Jul 2022, 13:53
Forum: Help
Topic: Foward Templates not working/showing
Replies: 1
Views: 289

Foward Templates not working/showing

Greetings, I am using OTRS 6.0.30 Community Edition and I having some issues with Foward templates for a particular queue. I have created the Foward Templates and I have assigned Them in the Template-Queue option in Admin. It is only showing the Answer templates and the option to Foward is not showi...
by iclaude
01 Apr 2021, 20:20
Forum: Help
Topic: SLA Null for some tickets with the same details
Replies: 1
Views: 1179

SLA Null for some tickets with the same details

Greetings, I am noticing that some tickets with the same Service, State, Queue are missing the SLA. Example 1: The Correct form, is displaying the SLA. State: 1- Por Tratar Queue: GMI-USO Service: Incidente::2. Equipamento::2.1. Desktop e Laptop::2.1.1. Anomalia/Avaria do Equipamento SLA: 180 min = ...
by iclaude
26 Jan 2021, 14:11
Forum: Help
Topic: Default Email Address on Response Templates
Replies: 1
Views: 645

Default Email Address on Response Templates

Greetings,

Is there any way that I can have a Default Email Address on a Response Template for OTRS6 ?
If There is any free add-on that does this?

Best Regards
by iclaude
20 Jan 2021, 14:25
Forum: Help
Topic: Dropdown fields/options stay Loading... on Firefox
Replies: 2
Views: 746

Re: Dropdown fields/options stay Loading... on Firefox

Did you check the system log in the admin area? Can you open the browser's developer tools (F12) and check if there are any errors in the JavaScript console? I have already checked the System log in, but now I have checked the Javsacript console on the browser and found this errors: FIREFOX_CONSOLE...
by iclaude
20 Jan 2021, 12:30
Forum: Help
Topic: Dropdown fields/options stay Loading... on Firefox
Replies: 2
Views: 746

Dropdown fields/options stay Loading... on Firefox

Greetings,

I am having problems using OTRS 6.0.30 on Firefox 68.9.0esr.
When I try to access dropdown fields it only shows the message Loading... and does not show the other options.
OTRS_FIREFOX_ERROR.jpg
Can anyone help me?

Best Regards
by iclaude
11 Dec 2020, 16:15
Forum: Help
Topic: Default mail recipient on OTRS 6 Templates
Replies: 0
Views: 1495

Default mail recipient on OTRS 6 Templates

Greetings,

Is there anyway that I can have default mail recipients on OTRS 6 Templates? Or is there another add on like the old Template X ?

Regards
by iclaude
18 Nov 2019, 14:16
Forum: Help
Topic: Permissions to access ticket state
Replies: 1
Views: 1635

Permissions to access ticket state

Greetings, I am having a problem seeing tickets in a certain state: I have 2 states with the type closed called Fechado and Fechado Automaticamente. I can see tickets that are on the state named Fechado, but when I try to open tickets with the state name Fechado Automaticamente i get this message: &...
by iclaude
07 Aug 2019, 15:59
Forum: Geral
Topic: Notificar Gerente com mesmo ID de Cliente
Replies: 0
Views: 4819

Notificar Gerente com mesmo ID de Cliente

Saudações, Tenho mais de 200 ID´s de Cliente (Customer ID), em que cada um, corresponde a uma agência/sucursal e cada um(a) tem o seu Gerente. Criamos um processo no OTRS que possui diferentes níveis de aprovação que funciona da seguinte maneira: Um utilizador da agência/sucursal, submete um ticket ...
by iclaude
07 Aug 2019, 09:57
Forum: Help
Topic: Notify users with the same customerID
Replies: 2
Views: 1400

Re: Notify users with the same customerID

Hi, Keep the manager's e-mail address in a field of the customer company record and use the DynamicFieldFromCustomerUser feature to copy the data into a dynamic field every time a ticket is created. Use this field <OTRS_TICKET_DynamicField_WhateverTheNameIs> as other recipient in the ticket notific...
by iclaude
02 Aug 2019, 16:55
Forum: Help
Topic: Notify users with the same customerID
Replies: 2
Views: 1400

Notify users with the same customerID

Hi, I have more than 200 Customer IDs (Companies) in OTRS each one referring to a specific branch. In each branch(Company) the managers(customer user) have different set of permissions for a specific Activity to view and approve (Company ticket option), a Process Ticket is created by a normal custom...
by iclaude
05 Jul 2019, 16:22
Forum: General
Topic: Create a customer tab to see only NEW TICKETS in CustomerTicketOverview
Replies: 0
Views: 2525

Create a customer tab to see only NEW TICKETS in CustomerTicketOverview

Hi,

Is it possible to create a tab in the CustomerTicketOverview for the customer to see New Tickets, like they see the Open and Closed ones?

Regards
by iclaude
07 May 2019, 09:37
Forum: Help
Topic: ImportExportDynamicFields Erasing all data from dynamicField
Replies: 2
Views: 1288

Re: ImportExportDynamicFields Erasing all data from dynamicField

reneeb wrote: 06 May 2019, 06:58 You need a json file with the field configuration as input. You can export your existing ones to see what is needed...
First I Exported the field configuration, then I added more values. But it erased all the data.

Can you help me with the json file? what configuration should be in it?

Regards
by iclaude
03 May 2019, 12:04
Forum: Help
Topic: ImportExportDynamicFields Erasing all data from dynamicField
Replies: 2
Views: 1288

ImportExportDynamicFields Erasing all data from dynamicField

Hi, I am importing DynamicField values to a Dropdown field using ImportExportDynamicFields Add-On by OPAR but It Is erasing all previous values from the field leaving it without any value. I am importing using the following command: perl bin/otrs.Console.pl Maint::DynamicFields::Import --file Equipa...
by iclaude
12 Apr 2019, 15:57
Forum: Help
Topic: [SOLVED] Can't send message: 452Start mail input; end with <CRLF>.<CRLF>
Replies: 3
Views: 2521

[SOLVED] Can't send message: 452Start mail input; end with <CRLF>.<CRLF>

Thanks for the help everyone,

I checked the mailserver and the problem was there.

Regards
by iclaude
11 Apr 2019, 13:22
Forum: Help
Topic: [SOLVED] Can't send message: 452Start mail input; end with <CRLF>.<CRLF>
Replies: 3
Views: 2521

[SOLVED] Can't send message: 452Start mail input; end with <CRLF>.<CRLF>

Greetings,

I am having an error when sending notifications, answers or fowarding from OTRS.

In the logs I see the following message:

Can't send message: 452Start mail input; end with <CRLF>.<CRLF>

Regards
by iclaude
28 Mar 2019, 15:53
Forum: Help
Topic: Import DynamicFields
Replies: 10
Views: 3082

Re: Import DynamicFields

root wrote: 28 Mar 2019, 15:32 Hi,

And you imported the same file?

- Roy
Hi,

Yes, it is the same file.

Regards
by iclaude
28 Mar 2019, 14:50
Forum: Help
Topic: Import DynamicFields
Replies: 10
Views: 3082

Re: Import DynamicField

root wrote: 28 Mar 2019, 13:57 Hi,

How did you managed the export?

- Roy
I installed ImportExportDynamicFields 5.0.4 Add-On.

And I used the following command: perl bin/otrs.Console.pl Maint::DynamicFields::Export --file your.csv

Regards
by iclaude
28 Mar 2019, 11:19
Forum: Help
Topic: Import DynamicFields
Replies: 10
Views: 3082

Import DynamicFields

Hi,

I did export DynamicFields sucessfully, Now I Imported the changed file with the same format but no changes were made.
What am I missing?

Can Anyone Help me?

Best Regards
by iclaude
28 Mar 2019, 11:18
Forum: Help
Topic: Import DynamicFields
Replies: 10
Views: 3082

Import DynamicField

Hi,

I did export DynamicFields sucessfully, Now I Imported the changed file with the same format but no changes were made.
What am I missing?

Can Anyone Help me?

Regards
by iclaude
20 Nov 2018, 09:17
Forum: Ayuda
Topic: Crear nuevas acciones "personalizadas"
Replies: 0
Views: 6847

Crear nuevas acciones "personalizadas"

Saludos,

Me gustaría saber si es posible crear una nueva acción como CustomerTicketProcess, CustomerTicketMessage, CustomerTicketOverview, etc.
Si es así, ¿cómo puedo hacer esto?


 Saludos
by iclaude
20 Nov 2018, 09:17
Forum: General
Topic: Crear nuevas acciones "personalizadas"
Replies: 1
Views: 6092

Crear nuevas acciones "personalizadas"

Saludos,

Me gustaría saber si es posible crear una nueva acción como CustomerTicketProcess, CustomerTicketMessage, CustomerTicketOverview, etc.
Si es así, ¿cómo puedo hacer esto?


 Saludos
by iclaude
20 Nov 2018, 09:13
Forum: Hilfe
Topic: Neue "Benutzerdefinierte" Aktionen erstellen
Replies: 4
Views: 2204

Neue "Benutzerdefinierte" Aktionen erstellen

Schöne Grüße,

Ich würde gerne wissen, ob es möglich ist, eine neue Aktion wie CustomerTicketProcess, CustomerTicketMessage, CustomerTicketOverview usw. zu erstellen.
 Wenn ja, wie kann ich das machen?


 Grüße
by iclaude
20 Nov 2018, 09:13
Forum: Hilfe
Topic: Neue "Benutzerdefinierte" Aktionen erstellen
Replies: 4
Views: 2204

Neue "Benutzerdefinierte" Aktionen erstellen

Schöne Grüße,

Ich würde gerne wissen, ob es möglich ist, eine neue Aktion wie CustomerTicketProcess, CustomerTicketMessage, CustomerTicketOverview usw. zu erstellen.
 Wenn ja, wie kann ich das machen?


 Grüße
by iclaude
15 Nov 2018, 16:04
Forum: General
Topic: Create new "Custom" Actions
Replies: 0
Views: 1988

Create new "Custom" Actions

Greetings,

I would like to know if it is possible to create a new action like CustomerTicketProcess,CustomerTicketMessage,CustomerTicketOverview, etc.
If yes, how can I do this?


Regards
by iclaude
15 Nov 2018, 16:04
Forum: Developers
Topic: Create new "Custom" Actions
Replies: 2
Views: 7593

Create new "Custom" Actions

Greetings,

I would like to know if it is possible to create a new(custom) action like CustomerTicketProcess,CustomerTicketMessage,CustomerTicketOverview, etc.
If yes, how can I do this?


Regards
by iclaude
15 Oct 2018, 09:31
Forum: Help
Topic: Assign Services By CustomerID
Replies: 1
Views: 1008

Assign Services By CustomerID

Hi, I would like to know if it is possible to assign services using CustormerID. If Yes, How can I do it? I tried using the following details on a ACL: Properties >Frontend >Action: CustormerTicketMessage >Ticket >Type: [RegExp]Solicitação de Serviço Possible >Ticket >Service: [RegExp]Solicitação de...
by iclaude
15 Oct 2018, 09:31
Forum: General
Topic: Assign Services By CustomerID
Replies: 0
Views: 1891

Assign Services By CustomerID

Hi, I would like to know if it is possible to assign services using CustormerID. If Yes, How can I do it? I tried using the following details on a ACL: Properties >Frontend >Action: CustormerTicketMessage >Ticket >Type: [RegExp]Solicitação de Serviço Possible >Ticket >Service: [RegExp]Solicitação de...
by iclaude
26 Jul 2018, 12:15
Forum: Help
Topic: Problem to Update State using Transition Action
Replies: 1
Views: 1366

Problem to Update State using Transition Action

Greetings, I am having problems updating ticket states in the Agent Interface. I get the following Error Message in the logs: Process: Process-8924d49df8d67cf201bb929053fd39a2 Activity: Activity-1d3a715cf00b3a9e3c62c403b4fca922 Transition: Transition-bc499ed0cd7f7d2d7de4b245a195428d TransitionAction...
by iclaude
18 May 2018, 12:07
Forum: Hilfe
Topic: Greifen Sie direkt im Menü auf einen Ticketprozess zu
Replies: 2
Views: 12537

Greifen Sie direkt im Menü auf einen Ticketprozess zu

Hallo,

Wie kann ich das OTRS-Menü so konfigurieren, dass ich beim Klicken auf das Prozessticket direkt in den Prozess hineinspringe, ohne es vorher auswählen zu müssen?
Ich wollte, dass es sich genauso verhält wie beim Klicken auf "Neues Ticket erstellen".

Grüße
by iclaude
18 May 2018, 12:06
Forum: Help
Topic: Acess a Ticket Process Directly in the Menu
Replies: 0
Views: 25623

Acess a Ticket Process Directly in the Menu

Hi,

How can I configure the OTRS Menu in a way that when I click process ticket I jump directly in to the process without having to select it before?
I wanted it to behave the same way as when I click Create New Ticket.

Regards
by iclaude
17 May 2018, 11:24
Forum: Hilfe
Topic: Reduzieren Sie die Anzahl der Verbindungen zur otrs-Datenbank
Replies: 4
Views: 14115

Re: Reduzieren Sie die Anzahl der Verbindungen zur otrs-Datenbank

Hi, Das Anpassen der my.cnf setzt das Limit auf 30, das bedeutet aber nicht das OTRS nur 30 nutzt. Braucht OTRS mehr gibt's einen Fehler. - Roy Hallo und dankeschön Ich habe ein System mit durchschnittlich 150 offenen Tickets (Prozesstickets). Wie viele offene Verbindungen zu der Datenbank empfehle...
by iclaude
16 May 2018, 15:27
Forum: Help
Topic: Reduce the number of database connections
Replies: 0
Views: 26013

Reduce the number of database connections

Hi,

How can I reduce the number of connections to the OTRS database ? I want to keep connections below 30.
I already did the tuning suggested in the OTRS Manual.

Regards
by iclaude
16 May 2018, 11:45
Forum: Hilfe
Topic: Reduzieren Sie die Anzahl der Verbindungen zur otrs-Datenbank
Replies: 4
Views: 14115

Reduzieren Sie die Anzahl der Verbindungen zur otrs-Datenbank

Hallo,

Wie kann ich die Anzahl der Verbindungen zur OTRS-Datenbank reduzieren? Ich möchte Verbindungen unter 30 halten.
Ich habe bereits die im OTRS-Handbuch vorgeschlagene Abstimmung durchgeführt.

Grüße
by iclaude
16 May 2018, 11:01
Forum: General
Topic: Reduce the number of database connections
Replies: 0
Views: 31660

Reduce the number of database connections

Hi,

How can I reduce the number of connections to the OTRS database ? I want to keep connections below 30.
I already did the tuning suggested in the OTRS Manual.

Regards