Search found 53 matches

by iclaude
18 May 2018, 12:07
Forum: Hilfe
Topic: Greifen Sie direkt im Menü auf einen Ticketprozess zu
Replies: 2
Views: 257

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: 478

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: 363

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: 531

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, 11:49
Forum: Hulp
Topic: verminder het aantal verbindingen met de otrs-database
Replies: 0
Views: 818

verminder het aantal verbindingen met de otrs-database

Hoi,

Hoe kan ik het aantal verbindingen met de OTRS-database verminderen? Ik wil verbindingen onder de 30 houden.
Ik deed al de afstemming die wordt gesuggereerd in de OTRS-handleiding.

vriendelijke groeten
by iclaude
16 May 2018, 11:45
Forum: Hilfe
Topic: Reduzieren Sie die Anzahl der Verbindungen zur otrs-Datenbank
Replies: 4
Views: 363

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: 578

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
24 Apr 2018, 11:56
Forum: General
Topic: Make attachments mandatory
Replies: 0
Views: 1702

Make attachments mandatory

Hi,

Is it possible to make attachments mandatory on OTRS? If yes how can I do that?

Regards
by iclaude
15 Mar 2018, 12:24
Forum: General
Topic: DynamicField based on the service
Replies: 0
Views: 1217

DynamicField based on the service

Hi,

Is it possible to show certain values on a DynamicField based on the service previously selected ?
If Yes, How can I make the ACL work?

Regards
by iclaude
14 Mar 2018, 11:34
Forum: Allgemeines
Topic: Der Artikel wird nicht auf dem Prozessticket angezeigt, das mit der Übergangsaktion erstellt wurde
Replies: 0
Views: 1140

Der Artikel wird nicht auf dem Prozessticket angezeigt, das mit der Übergangsaktion erstellt wurde

Ich erstelle Prozesstickets mit der Übergangsaktion TicketCreate, aber das Ticket hat keinen oder keinen Artikel.

Kannst du mir helfen herauszufinden, was ich falsch gemacht habe?


Entschuldigung, mein Deutsch ist kurz Ich habe Google Translate verwendet, um dies zu schreiben

Freundliche Grüße
by iclaude
14 Mar 2018, 11:30
Forum: Hilfe
Topic: Der Artikel wird nicht auf dem Prozessticket angezeigt, das mit der Übergangsaktion erstellt wurde
Replies: 0
Views: 247

Der Artikel wird nicht auf dem Prozessticket angezeigt, das mit der Übergangsaktion erstellt wurde

Ich erstelle Prozesstickets mit der Übergangsaktion TicketCreate, aber das Ticket hat keinen oder keinen Artikel.

Kannst du mir helfen herauszufinden, was ich falsch gemacht habe?


Entschuldigung, mein Deutsch ist kurz Ich habe Google Translate verwendet, um dies zu schreiben

Freundliche Grüße
by iclaude
14 Mar 2018, 11:26
Forum: Hulp
Topic: Artikel wordt niet weergegeven op Process Ticket gemaakt met Transition Action
Replies: 0
Views: 1724

Artikel wordt niet weergegeven op Process Ticket gemaakt met Transition Action

Ik maak Process Tickets aan met behulp van de transition-actie TicketCreate, maar het ticket heeft geen artikel of laat het niet zien.

Kun je me helpen erachter te komen wat heb ik verkeerd gedaan?

Beste wensen
by iclaude
14 Mar 2018, 11:16
Forum: General
Topic: Article Not Showing on Process Ticket created with Transition Action
Replies: 2
Views: 711

Re: Article Not Showing on Process Ticket created with Transition Action

Hi, the best thing is to look in the logs. Florian Hi, In the logs I see this error: Can't process Transition for Process 'Process-55a4b1743fc79a6dbb2068e8897664bb', can't get State out of the config! No Data for Process 'Process-55a4b1743fc79a6dbb2068e8897664bb' found! The process 'Process-55a4b17...
by iclaude
13 Mar 2018, 16:10
Forum: General
Topic: Article Not Showing on Process Ticket created with Transition Action
Replies: 2
Views: 711

Article Not Showing on Process Ticket created with Transition Action

I am creating Process Tickets using the transition action TicketCreate but the ticket does not have or its not showing any article.

Can you help me figure out what did I do wrong?

Best Regards
by iclaude
12 Mar 2018, 12:23
Forum: Help
Topic: Creating article on ticket Created using Transition Action TicketCreate
Replies: 1
Views: 642

Creating article on ticket Created using Transition Action TicketCreate

Hi, I am creating child tickets using the transition action TicketCreate, but the article on child tickets is not showing the child ticket settings are: ArticleType = webrequest Body = Ver detalhes no caso principal ContentType = text/plain; charset=ISO-8859-15 CustomerID = <OTRS_TICKET_CustomerID> ...
by iclaude
12 Mar 2018, 12:17
Forum: General
Topic: TicketCreate Transition - Article not showing on Child Ticket
Replies: 0
Views: 592

TicketCreate Transition - Article not showing on Child Ticket

Hi, I am creating child tickets using the transition action TicketCreate, but the article on child tickets is not showing the child ticket settings are: ArticleType = webrequest Body = Ver detalhes no caso principal ContentType = text/plain; charset=ISO-8859-15 CustomerID = <OTRS_TICKET_CustomerID> ...
by iclaude
13 Feb 2018, 14:10
Forum: General
Topic: [SOLVED] ACL for Process ticket
Replies: 2
Views: 281

[SOLVED] Re: ACL for Process ticket

You should use the GUI for ACLs in the admin area. Properties -> Ticket -> DynamicField_ActivityID -> <insert the entity id of the activity> PossibleNot -> Action -> AgentTicketMove => 0 -> Ticket -> Queue -> [regex]* (untested) Thank you It worked like this: Properties -> Ticket -> DynamicField_Pr...
by iclaude
13 Feb 2018, 12:28
Forum: General
Topic: [SOLVED] ACL for Process ticket
Replies: 2
Views: 281

[SOLVED] ACL for Process ticket

Hi,

How can I create an ACL that does not allow agents to move Process Tickets when they are on specific Activities?

Regards
by iclaude
04 Jan 2018, 11:00
Forum: Help
Topic: [SOLVED] Service not showing on TicketCreate Transition Action
Replies: 7
Views: 548

[SOLVED]Re: Service not showing on TicketCreate Transition Action

wurzel has the right answer. If you use the ServiceID instead of Service, you can avoid the problem of misspelling the service. Also, your logs would say that you're using an invalid service if that were the case. The downside could be that the ServiceID isn't replicated in any export/import destin...
by iclaude
26 Dec 2017, 11:08
Forum: Help
Topic: [SOLVED] Service not showing on TicketCreate Transition Action
Replies: 7
Views: 548

Re: Service not showing on TicketCreate Transition Action

wurzel wrote:Hi,

is the service a default service and/or assigned to the CustomerUser?

Florian
Hi,

Yes It is a default Service and its assigned to the CustomerUser.

Regards
by iclaude
12 Dec 2017, 09:11
Forum: Help
Topic: [SOLVED] Service not showing on TicketCreate Transition Action
Replies: 7
Views: 548

Re: Service not showing on TicketCreate Transition Action

Hi, Please show the parameter of the transition action. - Roy Here it is: ArticleType = note-external Body = Desactivar User Windows ContentType = text/plain; charset=ISO-8859-15 CustomerID = DSI-GSI01-USI01 CustomerUser = otrs.dsi DynamicField_ProcessManagementActivityID = Activity-dfcbccc665eda1a...
by iclaude
11 Dec 2017, 16:34
Forum: Help
Topic: [SOLVED] Service not showing on TicketCreate Transition Action
Replies: 7
Views: 548

[SOLVED] Service not showing on TicketCreate Transition Action

Hi, I have a process that needs tickets to be created while using TicketCreate Transition Action. The tickets are being created but I have noticed that these new tickets created with the transition are not assuming the service, they show every field beside the service. Can anyone help me please ? Re...
by iclaude
08 Dec 2017, 09:57
Forum: Help
Topic: Help to use FAQ Widget
Replies: 4
Views: 382

Re: Help to use FAQ Widget

I separate my keywords by spaces, I don't know if any grouping capabilities exist. If you want to link a ticket to a FAQ, you can do so by clicking on the [FAQ] link under the Subject of the ticket. Capture.PNG If the [FAQ] link doesn't show up it's likely a permissions issue. This gets into the Ag...
by iclaude
07 Dec 2017, 10:13
Forum: Help
Topic: Help to use FAQ Widget
Replies: 4
Views: 382

Re: Help to use FAQ Widget

Perhaps more detail on the issue you're encountering? You add a new one, give it a title, add keywords to make searching easier. Add a category and then fill in the symptoms problem and solution. If you need to add any additional private notes you do so. 1- I have created a FAQ 2- Added the keyword...
by iclaude
06 Dec 2017, 16:57
Forum: Help
Topic: Help to use FAQ Widget
Replies: 4
Views: 382

Help to use FAQ Widget

Hi everyone;

can someone please teach/explain me how to use the FAQ Widget ?

Regards
by iclaude
15 Nov 2017, 17:06
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 962

[SOLVED]Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Thanks everyone , issue Solved. Following instructions on the following Link: https://translate.google.com/translate?hl=en&sl=auto&tl=en&u=http%3A%2F%2Fforums.otterhub.org%2Fviewtopic.php%3Ft%3D7842 1- I went to the following directory /opt/otrs/var/tmp 2- I renamed the folder CacheFileStorable 3- A...
by iclaude
09 Nov 2017, 17:06
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 962

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Hi, you see? You actually changed the state names in ticket_state :) So you have to change them in sysconfig accordingly or reset to default names and check sysconfig accordingly. Florian Yes now I see. Since my DefaultLanguage is pt (Portuguese) I should change The Ticket::ViewableStateType to the...
by iclaude
09 Nov 2017, 10:57
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 962

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Hi, check table ticket_state Flo In SQL I ran SELECT * FROM ticket_state and I have found the following: id |name |type_id |valid_id 1 |Submetido - Por Abrir |1 |1 2 |Fechado |3 |1 3 |closed unsuccessful |3 |2 4 |1- Por Tratar |2 |1 5 |3- Encerrar Caso |6 |1 6 |Pendente Ext |4 |1 7 |Resolvido |3 |1...
by iclaude
09 Nov 2017, 07:48
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 962

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Are those state types translated in the database or with translation files? If you changed the values in the database, you have to use the translated values in the SysConfig as well. I did not change the database I just changed OTRS DefaultLanguage on Framework → Core and the state types showed up ...
by iclaude
08 Nov 2017, 16:49
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 962

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Did you change state names? Or the state types? Can you check the sysconfig option Ticket::ViewableStateType? Since I am using Portuguese as the main language of OTRS, the states names changed: Name | Type 1- Por Tratar | aberto 2- Em Tratamento | aberto 3- Encerrar Caso | removido Fechado | fechad...
by iclaude
08 Nov 2017, 13:11
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 962

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

This is a different "error". It just tells you, that no addon overrides that module... Then run grep -r "_MaskQueueView" /opt/otrs/* in the terminal. Is there any other message in the logfile? Something like "Need ...!"? After running grep -r "_MaskQueueView" /opt/otrs/ in the terminal I got this :...
by iclaude
07 Nov 2017, 16:47
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 962

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

File S earch Even with the case sentitive I still get the error: otrs@OTRSDSI:/opt/otrs/Kernel/Modules> perl /opt/otrs/bin/otrs.Console.pl Admin::Package::FileSearch AgentTicketQueue.pm Searching in installed OTRS packages... Error: File AgentTicketQueue.pm was not found in an installed OTRS packag...
by iclaude
07 Nov 2017, 15:19
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 962

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Run find . -name AgentTicketQueue.pm on the command line to find the files... And you can run perl bin/otrs.Console.pl Admin::Package::FileSearch Kernel/Modules/AgentTicketQueue.pm to find out which addon provides the module. I am getting the following error while running the second code: Error: Co...
by iclaude
02 Nov 2017, 09:22
Forum: Ajuda
Topic: Erro ao aceder visão dos tickets por fila (AgentTicketQueue)
Replies: 0
Views: 1313

Erro ao aceder visão dos tickets por fila (AgentTicketQueue)

Ola, estou a ter problemas para aceder à visão dos casos por fila na interface do Agente (AgentTicketQueue). Verifico a seguinte mensagem: Erro interno do Servidor! O servidor encontrou um erro interno e não pode completar sua requisição. Mensagem de Erro: Can't use an undefined value as an ARRAY re...
by iclaude
01 Nov 2017, 10:29
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 962

Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

OTRS version? wich packages are installed? any code cahnges? Version: OTRS 5.0.11 Packages: BetterResponses ComplementoRepository DisableOTRSBusinessNotification FAQ FAQImportExport GeneralCatalog ImportExport ImportExportDynamicFields ITSM ITSMChangeManagement ITSMConfigurationManagement ITSMCore ...
by iclaude
01 Nov 2017, 09:33
Forum: Help
Topic: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue
Replies: 19
Views: 962

Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Hi,

I am having problems to display/see/sort tickets by Queue on AgentTicketQueue.

I get the following message error:

Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AgentTicketQueue.pm line 540. ,

Any help?

Regards
by iclaude
16 Oct 2017, 15:44
Forum: General
Topic: [SOLVED] Service stays loading and never Shows
Replies: 5
Views: 11602

[SOLVED] Service stays loading and never Shows

Solved!

Since we were having problems in our test environment installation we just had to copy all files from the following directories from our production environment :

/opt/otrs/var/httpd/htdocs/skins/Customer/default/css


/opt/otrs/var/httpd


/opt/otrs/Kernel/Output

Regards
by iclaude
16 Oct 2017, 15:34
Forum: Ajuda
Topic: [RESOLVIDO] Erro nos Serviços com OTRS 5s
Replies: 1
Views: 1205

[RESOLVIDO] Erro nos Serviços com OTRS 5s

Resolvido! Como tinha uma instalação em produção, que estava a funcionar em conformidade, copiamos todos ficheiros nos seguintes directórios para o ambiente de testes(que estava com problemas): /opt/otrs/var/httpd/htdocs/skins/Customer/default/css /opt/otrs/var/httpd /opt/otrs/Kernel/Output Cumprime...
by iclaude
10 Oct 2017, 09:13
Forum: Ajuda
Topic: [RESOLVIDO] Erro nos Serviços com OTRS 5s
Replies: 1
Views: 1205

[RESOLVIDO] Erro nos Serviços com OTRS 5s

Solicito auxílio, pois, todos meus processos estão a ter problemas com os serviços usando os navegadores da minha instituição IE11 e Firefox: NOTA: A mensagem que dá é esta: Unable to get property 'icon' of undefined or null reference var tid=false,i,j,c,e,tmp;do{tid='j'+t_id+'_'+(++t_cnt);}while(m[...
by iclaude
06 Oct 2017, 09:20
Forum: General
Topic: [SOLVED] Service stays loading and never Shows
Replies: 5
Views: 11602

[SOLVED] Service stays loading and never Shows

reneeb wrote:I doubt that this is the error message (this may be the code that causes an error). Can you post the error message?

Here it is

ERROR MESSAGE: Unable to get property 'icon' of undefined or null reference
by iclaude
06 Oct 2017, 09:02
Forum: General
Topic: [SOLVED] Service stays loading and never Shows
Replies: 5
Views: 11602

[SOLVED] Service stays loading and never Shows

Check the webserver log and open the developer tools of your browser. Check the JavaScript console and/or the network tab if any errors are reported. With the browser Developer Tools I get this: var tid=false,i,j,c,e,tmp;do{tid='j'+t_id+'_'+(++t_cnt);}while(m[tid]);tmp={id:false,text:typeof d==='st...
by iclaude
05 Oct 2017, 09:53
Forum: General
Topic: [SOLVED] Service stays loading and never Shows
Replies: 5
Views: 11602

[SOLVED] Service stays loading and never Shows

Please Help I am having problems with the Services in my OTRS Tickets on the Agent page.
When I open the services they just stay loading and never show.
by iclaude
25 Jul 2017, 15:36
Forum: Help
Topic: Internet Explorer 11 not Showing logo on Customer Page
Replies: 1
Views: 464

Internet Explorer 11 not Showing logo on Customer Page

Hi, I have already configured the logo on the OTRS Framework , but Only I in one browser (Firefox) Can see it on the customer page. Other user cannot see it both on Firefox and on Internet Explorer 11. I also cannot see it on Internet Explorer. Can anyone help me? I am using OTRS 5.0.10 and Internet...
by iclaude
20 Apr 2017, 16:37
Forum: Help
Topic: Escalation Banner on AgentTicketQueue
Replies: 1
Views: 348

Escalation Banner on AgentTicketQueue

Hi,

How can I activate escalation to show a banner with escalated tickets just like in the file attached.

I forgot how I did it in the Dev environment and now I need to do it the production

Regards
by iclaude
13 Mar 2017, 11:26
Forum: Help
Topic: Change color of ticket according to State
Replies: 2
Views: 302

Change color of ticket according to State

Hi,

How can i change the color of the ticket according to its state.
Example:

Open tickets would be in a Red color
Closed tickets would be in a grey color

Regards
by iclaude
23 Jan 2017, 16:42
Forum: Help
Topic: How to Unlock ticket using Transition Action
Replies: 1
Views: 279

How to Unlock ticket using Transition Action

Hi,

I need Help To Fill TicketSetLock on a Transition Action, to a unlock a ticket when it moves from Activity1 to Activity2.

I want to know what to fill in the Key and Value of Config Parameters.
Any Help?

Regards
by iclaude
12 Dec 2016, 11:30
Forum: Help
Topic: Know which agent closed a ticket with stats/reports
Replies: 1
Views: 270

Know which agent closed a ticket with stats/reports

Hi,

I would like to know how can i know which agent closed a ticket using the SQL console and Stats.

Regards
by iclaude
07 Dec 2016, 11:46
Forum: Help
Topic: Help with SQL console Query
Replies: 0
Views: 259

Help with SQL console Query

Hi, I need some help to create a query to show Duration of a Ticket in one Queue and sort by specific Date Interval. Per example: if i wanted to know durantion of tickets created Yesterdey in My Queues . Any Ideias? Im using the following query: SELECT ticket.tn, ticket.title, ticket_history.name, t...
by iclaude
06 Dec 2016, 15:48
Forum: Help
Topic: HELP to configure Escalation Notifications
Replies: 7
Views: 1008

Re: HELP to configure Escalation Notifications

I have to set the last part up also myself. Because first it wasn't needed and now it is needed. On first install there are examples, but i deleted them all. So for other events it works. But i will let you know when i got it working. A lot of trial and error will help. __ Thank you in advance i wi...
by iclaude
06 Dec 2016, 14:19
Forum: Help
Topic: HELP to configure Escalation Notifications
Replies: 7
Views: 1008

Re: HELP to configure Escalation Notifications

Did you set the correct event under the notification? Did you set any filter? to check the state a ticket is in? I'm using the Additional Email recipient under Notification method, as we do not use a specific agent, but a few agents as a group who all can see the mailbox. There are so many options ...