Search found 76 matches
- 29 May 2020, 15:18
- Forum: General
- Topic: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
- Replies: 9
- Views: 2991
- 29 May 2020, 12:23
- Forum: General
- Topic: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
- Replies: 9
- Views: 2991
Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
I don't have this value in my 5.0.27 installation
- 29 May 2020, 11:37
- Forum: General
- Topic: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
- Replies: 9
- Views: 2991
Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
Hi
I am talking about email outbound:
/index.pl?Action=AgentTicketEmailOutbound;TicketID=<id>
I am talking about email outbound:
/index.pl?Action=AgentTicketEmailOutbound;TicketID=<id>
- 29 May 2020, 09:48
- Forum: General
- Topic: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
- Replies: 9
- Views: 2991
Re: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
Hi
I changed
Frontend::Agent::Ticket::ViewCompose
Ticket::Frontend::AgentTicketCompose###RequiredLock
From Yes -> No
But it still doesn't work
Also removing the setting completely doesn't fix the issue
I changed
Frontend::Agent::Ticket::ViewCompose
Ticket::Frontend::AgentTicketCompose###RequiredLock
From Yes -> No
But it still doesn't work
Also removing the setting completely doesn't fix the issue
- 20 May 2020, 14:30
- Forum: General
- Topic: OTRS 5.0.27 ability to send outbound email when not owner of the ticket
- Replies: 9
- Views: 2991
OTRS 5.0.27 ability to send outbound email when not owner of the ticket
Hi
OTRS: 5.0.27
Is there a way to enable the sending of outbound emails from a ticket if the user is not the owner of the ticket?
Currently in my installation this is not possible so the agents have to take ownership in this case and this is somehow annoying?
Best,
Thomas
OTRS: 5.0.27
Is there a way to enable the sending of outbound emails from a ticket if the user is not the owner of the ticket?
Currently in my installation this is not possible so the agents have to take ownership in this case and this is somehow annoying?
Best,
Thomas
- 09 Mar 2020, 09:40
- Forum: General
- Topic: OTRS 5.0.27 how to set postmaster filter (if a string is not present in mail)?
- Replies: 2
- Views: 1067
Re: OTRS 5.0.27 how to set postmaster filter (if a string is not present in mail)?
Is there anybody who can help me with this?
- 12 Feb 2020, 21:58
- Forum: General
- Topic: OTRS 5.0.27 how to set postmaster filter (if a string is not present in mail)?
- Replies: 2
- Views: 1067
OTRS 5.0.27 how to set postmaster filter (if a string is not present in mail)?
Hi OTRS: 5.0.27 I have some postmaster filters that filter specific values of the incoming mail and set the queue and custom fields accordingly. Now i need a postmaster filter that sets the queue (to the queue "else") if a string is not (!) found inside the complete mail body. How can i ac...
- 03 Feb 2020, 12:18
- Forum: General
- Topic: OTRS 5.0.27 CustomerID not updating (values from LDAP) in ticket view and overview
- Replies: 10
- Views: 4043
Re: OTRS 5.0.27 CustomerID not updating (values from LDAP) in ticket view and overview
Hi
This doesn't work, the customerID is still not updated.
This doesn't work, the customerID is still not updated.
- 31 Jan 2020, 14:43
- Forum: General
- Topic: OTRS 5.0.27 CustomerID not updating (values from LDAP) in ticket view and overview
- Replies: 10
- Views: 4043
Re: OTRS 5.0.27 CustomerID not updating (values from LDAP) in ticket view and overview
How? And how do i disable caching?
- 31 Jan 2020, 10:10
- Forum: General
- Topic: OTRS 5.0.27 CustomerID not updating (values from LDAP) in ticket view and overview
- Replies: 10
- Views: 4043
Re: OTRS 5.0.27 CustomerID not updating (values from LDAP) in ticket view and overview
Hi
Its not about updating existing tickets. Like i wrote in the initial post a new ticket has been created after the value has been changed.
Its not about updating existing tickets. Like i wrote in the initial post a new ticket has been created after the value has been changed.
- 31 Jan 2020, 09:41
- Forum: General
- Topic: OTRS 5.0.27 CustomerID not updating (values from LDAP) in ticket view and overview
- Replies: 10
- Views: 4043
Re: OTRS 5.0.27 CustomerID not updating (values from LDAP) in ticket view and overview
Hi
There was nothing changed in the Config.pm
The value (primary mail address) on the datasource just changed.
There was nothing changed in the Config.pm
The value (primary mail address) on the datasource just changed.
- 30 Jan 2020, 17:53
- Forum: General
- Topic: OTRS 5.0.27 CustomerID not updating (values from LDAP) in ticket view and overview
- Replies: 10
- Views: 4043
OTRS 5.0.27 CustomerID not updating (values from LDAP) in ticket view and overview
Hi OTRS: 5.0.27 In my OTRS installation, the customer data comes from ldap (see the following snippet from the Config.pm, credentials have been altered): --- $Self->{CustomerUser1} = { Name => 'LDAP Data Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'ldap://ldap3.abc.d...
- 19 Sep 2018, 15:53
- Forum: General
- Topic: How to change the order of custom fields?
- Replies: 3
- Views: 2626
- 24 Aug 2018, 14:54
- Forum: General
- Topic: How to change length of custom fields in views?
- Replies: 11
- Views: 4322
Re: How to change length of custom fields in views?
Hi
No
Ticket -> Status view
No
Ticket -> Status view
- 24 Aug 2018, 14:43
- Forum: General
- Topic: How to change length of custom fields in views?
- Replies: 11
- Views: 4322
Re: How to change length of custom fields in views?
Hi
No, i want to modify the ticket overview (small medium and large views), the "table view"
No, i want to modify the ticket overview (small medium and large views), the "table view"
- 24 Aug 2018, 14:34
- Forum: General
- Topic: How to change length of custom fields in views?
- Replies: 11
- Views: 4322
Re: How to change length of custom fields in views?
Hi
Ok but in which file i can override the CSS?
Ok but in which file i can override the CSS?
- 24 Aug 2018, 10:46
- Forum: General
- Topic: How to change length of custom fields in views?
- Replies: 11
- Views: 4322
Re: How to change length of custom fields in views?
Does nobody have a clue?
- 24 Aug 2018, 10:44
- Forum: Help
- Topic: PostMaster filter and dynamic field (checkbox)
- Replies: 3
- Views: 1687
Re: PostMaster filter and dynamic field (checkbox)
Does nobody hava a clue?
- 30 Jul 2018, 14:14
- Forum: Help
- Topic: PostMaster filter and dynamic field (checkbox)
- Replies: 3
- Views: 1687
Re: PostMaster filter and dynamic field (checkbox)
BTW
I tried with
0
1
as values for the dynamic field in the mail, but none of them worked
I tried with
0
1
as values for the dynamic field in the mail, but none of them worked
- 30 Jul 2018, 14:13
- Forum: Help
- Topic: PostMaster filter and dynamic field (checkbox)
- Replies: 3
- Views: 1687
PostMaster filter and dynamic field (checkbox)
Hi I have the following in my email body that should be parsed to a new ticket: ... Discard: 0 SH: 0 ... These dynamic fields are type "checkbox" I use the following PostMaster filter: Discard:\s*(?<Discard>.*?)\n?SH:\s*(?<SH>.*?)\n Set email header: X-OTRS-DynamicField-Discard Set value: ...
- 30 Jul 2018, 13:03
- Forum: General
- Topic: How to change the order of custom fields?
- Replies: 3
- Views: 2626
Re: How to change the order of custom fields?
Hi What i want to achieve is to mix the order of dynamic fields with regular fields in the ticket overview like: Job#|Age|Dynamic Field #1|Queue|CustomerID|Dynamic Field #2|Owner|Dynamic Field #3|Dynamic Field #4|Dynamic Field #5|Dynamic Field #6|Dynamic Field #7|State I know that each agent can cli...
- 30 Jul 2018, 12:58
- Forum: General
- Topic: How to change length of custom fields in views?
- Replies: 11
- Views: 4322
Re: How to change length of custom fields in views?
Hi
Ok thanks, this did the trick for the ticket zoom view.
But i still need to adjust the text size in the ticket overview (for the custom fields)
Ok thanks, this did the trick for the ticket zoom view.
But i still need to adjust the text size in the ticket overview (for the custom fields)
- 27 Jul 2018, 14:27
- Forum: General
- Topic: How to change the order of custom fields?
- Replies: 3
- Views: 2626
How to change the order of custom fields?
Hi
I have 3 custom fields, but i need to adjust how they apper in the ticket overview as well as in the ticket view (on the right side).
Currently its like
Field 1 |Field 2 | Field 3
but it needs to be like
Field 2 | Field 1 | Field 3
Has anybody a clue on how can i do so?
Best,
Thomas
I have 3 custom fields, but i need to adjust how they apper in the ticket overview as well as in the ticket view (on the right side).
Currently its like
Field 1 |Field 2 | Field 3
but it needs to be like
Field 2 | Field 1 | Field 3
Has anybody a clue on how can i do so?
Best,
Thomas
- 27 Jul 2018, 14:24
- Forum: General
- Topic: How to change length of custom fields in views?
- Replies: 11
- Views: 4322
How to change length of custom fields in views?
Hi I have one dynamic field which can get quite long in size (25 characters). In the ticket overview screen, as well as in the ticket detail view, the data is then shown, but stripped with a [...] in the end. How can i adjust the ticket overview as well as the ticket view to show either i.e. 20 char...
- 16 May 2018, 11:52
- Forum: General
- Topic: how to use StdSubject addon?
- Replies: 7
- Views: 32007
Re: how to use StdSubject addon?
Another question, do you think it is possible to use OTRS dynamic fields as part of the content string?
- 03 May 2018, 15:36
- Forum: General
- Topic: how to use StdSubject addon?
- Replies: 7
- Views: 32007
Re: how to use StdSubject addon?
Thanks a lot.
You are awesome!
You are awesome!
- 03 May 2018, 15:34
- Forum: Help
- Topic: Extracting email body information into Dynamic fields
- Replies: 6
- Views: 20354
Re: Extracting email body information into Dynamic fields
Hi
Yes but i need an email adress, please
Best,
Thomas
Yes but i need an email adress, please
Best,
Thomas
- 03 May 2018, 11:43
- Forum: Help
- Topic: Extracting email body information into Dynamic fields
- Replies: 6
- Views: 20354
Re: Extracting email body information into Dynamic fields
I don't think [***] will help as in the next step i want to be able to extract the "Formular" also
- 03 May 2018, 11:41
- Forum: General
- Topic: how to use StdSubject addon?
- Replies: 7
- Views: 32007
Re: how to use StdSubject addon?
Hi
I managed to configure the addon using SysConfig (search for "StdSubject").
However, i also want to be able to modify the default subject when "reply" to a ticket.
I tried, but this doesn't work, see attached screenshot.
What am i doing wrong?
Best,
Thomas
I managed to configure the addon using SysConfig (search for "StdSubject").
However, i also want to be able to modify the default subject when "reply" to a ticket.
I tried, but this doesn't work, see attached screenshot.
What am i doing wrong?
Best,
Thomas
- 30 Apr 2018, 11:34
- Forum: General
- Topic: how to use StdSubject addon?
- Replies: 7
- Views: 32007
Re: how to use StdSubject addon?
Hi
Ok is there any solution how i can achieve the above written?
Ok is there any solution how i can achieve the above written?
- 30 Apr 2018, 11:13
- Forum: Help
- Topic: Extracting email body information into Dynamic fields
- Replies: 6
- Views: 20354
Re: Extracting email body information into Dynamic fields
Hi
The original regex was:
Sample Name:\s+(?<SampleName>\.*?)\s*Formular
So i now try with
Hi
The original regex was:
Sample\s+Name:\s+(?<SampleName>\.*?)\s*Formular
The original regex was:
Sample Name:\s+(?<SampleName>\.*?)\s*Formular
So i now try with
Hi
The original regex was:
Sample\s+Name:\s+(?<SampleName>\.*?)\s*Formular
- 27 Apr 2018, 16:23
- Forum: Help
- Topic: Extracting email body information into Dynamic fields
- Replies: 6
- Views: 20354
Extracting email body information into Dynamic fields
Hi I am trying to extract a field from an automated structured e-mail to OTRS. Version: OTRS 5.0.21 Addon (OPM): EnhancedPostmaster Filter 5.0.2 The mail body looks like this: ---other content--- ... ------SAMPLE INFORMATION------ Sample Name: BM058 Formular: C44H51N6O2+ Exact Mass: 695.4068 ... ---...
- 27 Apr 2018, 11:56
- Forum: General
- Topic: how to use StdSubject addon?
- Replies: 7
- Views: 32007
how to use StdSubject addon?
Hi I need to modify my email templates to use a specific subject for eacdh template. I was pointed to this addon "You can use StdSubject from OPAR: http://opar.perl-services.de/dist/StdSubject" Now my question is if i can use this for that purpose and if so (already installed) how to modif...
- 29 Jan 2018, 14:34
- Forum: General
- Topic: possibility to reset the ticket IDs at the start of a new year?
- Replies: 0
- Views: 2081
possibility to reset the ticket IDs at the start of a new year?
Hi
Currenty my latest ticket ID is: 1800102
-Is there a possibility to reset the ticket IDs at the beginning of a new year so that they start with: 1800001?
Best,
Thomas
Currenty my latest ticket ID is: 1800102
-Is there a possibility to reset the ticket IDs at the beginning of a new year so that they start with: 1800001?
Best,
Thomas
- 22 Nov 2017, 15:23
- Forum: General
- Topic: populate to: field for email outbound template with ticket customer
- Replies: 3
- Views: 5334
Re: populate to: field for email outbound template with ticket customer
Hi Ok i will use "answer" type templates And (that was my initial requirement) how do i prefill the "subject" field then? It has to be different for every template that i use and should include the ticket number of course. I.e. [#123456] ticket solved successfully The above shoul...
- 22 Nov 2017, 15:06
- Forum: General
- Topic: populate to: field for email outbound template with ticket customer
- Replies: 3
- Views: 5334
populate to: field for email outbound template with ticket customer
Hi I am using OTRS 5.0.21 I created an "email" type template to be used for the "e-mail outbound" function. This works fine, however i want to prefill the "to:" field with the email adress of the current ticket customer. Is this possible and if so, how? :) Best, Thomas
- 09 Aug 2017, 08:45
- Forum: General
- Topic: OTRS 5.0.21 how to remove columns in the ticket status view for all users?
- Replies: 0
- Views: 7215
OTRS 5.0.21 how to remove columns in the ticket status view for all users?
Hi
In my OTRS setup i want to remove the columns "solution time" and "lock" in the ticket status grid view for all users .
Is there a way to do so in SysConfig?
Best,
Thomas
In my OTRS setup i want to remove the columns "solution time" and "lock" in the ticket status grid view for all users .
Is there a way to do so in SysConfig?
Best,
Thomas
- 08 Aug 2017, 10:56
- Forum: General
- Topic: OTRS 5.0.21 cannot send mail with attachment (SMTPTLS/Auth), unexpected EOF
- Replies: 1
- Views: 6766
Re: OTRS 5.0.21 cannot send mail with attachment (SMTPTLS/Auth), unexpected EOF
Hi
Using SMTPS on port 465 it works but i don't want to use SSL.
It cannot be a problem on our mailserver since almost all of our mail clients work fine with 587 and SMTPTLS
Using SMTPS on port 465 it works but i don't want to use SSL.
It cannot be a problem on our mailserver since almost all of our mail clients work fine with 587 and SMTPTLS
- 08 Aug 2017, 10:42
- Forum: General
- Topic: OTRS 5.0.21 cannot send mail with attachment (SMTPTLS/Auth), unexpected EOF
- Replies: 1
- Views: 6766
OTRS 5.0.21 cannot send mail with attachment (SMTPTLS/Auth), unexpected EOF
Hi I am seeing a strange issue on my new OTRS 5.0.21 ticket system (Ubuntu 16.04 LTS). The outbound e-mails are using: -SMTPTLS on port 587 -authentication Whenever i want to send an outbound e-mail containing an attachment, the sending process fails. When i don't have an attachment, it works fine. ...
- 07 Aug 2017, 15:55
- Forum: General
- Topic: OTRS 5.0.21 substition (key->value in UI) for customer data from LDAP possible?
- Replies: 5
- Views: 9329
Re: OTRS 5.0.21 substition (key->value in UI) for customer data from LDAP possible?
Via de_Custom.pm i am able to translate the dynamic field label but not its value (like i need, see above)
- 07 Aug 2017, 13:58
- Forum: General
- Topic: OTRS 5.0.21 substition (key->value in UI) for customer data from LDAP possible?
- Replies: 5
- Views: 9329
Re: OTRS 5.0.21 substition (key->value in UI) for customer data from LDAP possible?
I got the dynamic field from LDAP customer data working but still i need the translation (both dynamic field and its value). I sent you a pm
- 07 Aug 2017, 09:24
- Forum: General
- Topic: OTRS 5.0.21 how to change the ticket subject in the ticket view?
- Replies: 5
- Views: 9160
Re: OTRS 5.0.21 how to change the ticket subject in the ticket view?
Hi
Please see my attached screenshot
Best,
Thomas
Please see my attached screenshot
Best,
Thomas
- 03 Aug 2017, 17:27
- Forum: General
- Topic: OTRS 5.0.21 how to change the ticket subject in the ticket view?
- Replies: 5
- Views: 9160
Re: OTRS 5.0.21 how to change the ticket subject in the ticket view?
But Ticket::SubjectFormat doesn't help me in this case, please see my initial thread
- 03 Aug 2017, 16:23
- Forum: General
- Topic: OTRS 5.0.21 how to change the ticket subject in the ticket view?
- Replies: 5
- Views: 9160
OTRS 5.0.21 how to change the ticket subject in the ticket view?
Hi Once-again i have a rather cosmetical (but in our setup important) question: When i navigate inside the ticket view the subject (on top of the page is) i.e.: [#Ticket 170002] — some issue which needs to be fixed How can i remove the "—" so that the subject is: [#Ticket 170002] some issu...
- 03 Aug 2017, 13:32
- Forum: General
- Topic: OTRS 5.0.21 unable to send e-mail with attachment (only for some user)
- Replies: 2
- Views: 6842
Re: OTRS 5.0.21 unable to send e-mail with attachment (only for some user)
Ok to be more specific (this only happens when sending mail with attachments):
-On some machines it works, on some others not.
-What always works is sending an email with an attachment only to yourself.
-On some machines it works, on some others not.
-What always works is sending an email with an attachment only to yourself.
- 03 Aug 2017, 12:19
- Forum: General
- Topic: OTRS 5.0.21 unable to send e-mail with attachment (only for some user)
- Replies: 2
- Views: 6842
OTRS 5.0.21 unable to send e-mail with attachment (only for some user)
Hi I am facing a strange issue. I can send e-mails (E-Mail outbound) without and with attachments with no issues. However a colleague of mine gets an error when he tries to send en e-mail with an attachment (without, it works fine). He has the same permissions as my user account and the error messag...
- 01 Aug 2017, 09:45
- Forum: General
- Topic: OTRS 5.0.21 how to remove "My Queues" from dashboard preferences?
- Replies: 2
- Views: 6610
Re: OTRS 5.0.21 how to remove "My Queues" from dashboard preferences?
Hi
Thanks a lot!
Best,
Thomas
Thanks a lot!
Best,
Thomas
- 31 Jul 2017, 17:05
- Forum: General
- Topic: OTRS 5.0.21 how to remove "My Queues" from dashboard preferences?
- Replies: 2
- Views: 6610
OTRS 5.0.21 how to remove "My Queues" from dashboard preferences?
Hi I am looking for a way to remove the "My Queues" widget from the agents dashboard preferences (because in my setup, the agents are tied to queues using Agent<->Queue relationships). I already searched in Sysconfig, but for Frontend::Agent::Preferences I haven't found any setting that i ...
- 31 Jul 2017, 15:15
- Forum: General
- Topic: OTRS 5.0.21 substition (key->value in UI) for customer data from LDAP possible?
- Replies: 5
- Views: 9329
Re: OTRS 5.0.21 substition (key->value in UI) for customer data from LDAP possible?
Hi I created de_Departments.pm with the following content: package Kernel::Language::de_Departments; use strict; use warnings; use utf8; sub Data { my $Self = shift; # $$START$$ # own translations $Self->{Translation}->{'3500'} = 'Dept 1'; $Self->{Translation}->{'4000'} = 'Dept 2'; } 1; But in the t...
- 31 Jul 2017, 15:03
- Forum: General
- Topic: OTRS 5.0.21 state "pending auto close +" not working
- Replies: 2
- Views: 7701
Re: OTRS 5.0.21 state "pending auto close +" not working
Hi
I changed the following via SysConfig:
Daemon::SchedulerCronTaskManager::Task###TicketPendingCheck
45 */2 * * * -> */5 * * * *
And now it works, i just didn't know that the interval was set so high (of course, i had to restart the daemon afterwards).
Cheers
Thomy
I changed the following via SysConfig:
Daemon::SchedulerCronTaskManager::Task###TicketPendingCheck
45 */2 * * * -> */5 * * * *
And now it works, i just didn't know that the interval was set so high (of course, i had to restart the daemon afterwards).
Cheers
Thomy