Search found 76 matches

by Thomymaster
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: 2913

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>
by Thomymaster
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: 2913

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
by Thomymaster
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: 2913

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
by Thomymaster
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: 1047

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...
by Thomymaster
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: 2835

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.
by Thomymaster
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: 2835

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.
by Thomymaster
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: 2835

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...
by Thomymaster
24 Aug 2018, 14:54
Forum: General
Topic: How to change length of custom fields in views?
Replies: 11
Views: 4225

Re: How to change length of custom fields in views?

Hi

No

Ticket -> Status view
by Thomymaster
24 Aug 2018, 14:43
Forum: General
Topic: How to change length of custom fields in views?
Replies: 11
Views: 4225

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"
by Thomymaster
24 Aug 2018, 14:34
Forum: General
Topic: How to change length of custom fields in views?
Replies: 11
Views: 4225

Re: How to change length of custom fields in views?

Hi

Ok but in which file i can override the CSS? :)
by Thomymaster
24 Aug 2018, 10:46
Forum: General
Topic: How to change length of custom fields in views?
Replies: 11
Views: 4225

Re: How to change length of custom fields in views?

Does nobody have a clue?
by Thomymaster
24 Aug 2018, 10:44
Forum: Help
Topic: PostMaster filter and dynamic field (checkbox)
Replies: 3
Views: 1629

Re: PostMaster filter and dynamic field (checkbox)

Does nobody hava a clue?
by Thomymaster
30 Jul 2018, 14:14
Forum: Help
Topic: PostMaster filter and dynamic field (checkbox)
Replies: 3
Views: 1629

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
by Thomymaster
30 Jul 2018, 14:13
Forum: Help
Topic: PostMaster filter and dynamic field (checkbox)
Replies: 3
Views: 1629

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: ...
by Thomymaster
30 Jul 2018, 13:03
Forum: General
Topic: How to change the order of custom fields?
Replies: 3
Views: 2553

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...
by Thomymaster
30 Jul 2018, 12:58
Forum: General
Topic: How to change length of custom fields in views?
Replies: 11
Views: 4225

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)
by Thomymaster
27 Jul 2018, 14:27
Forum: General
Topic: How to change the order of custom fields?
Replies: 3
Views: 2553

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
by Thomymaster
27 Jul 2018, 14:24
Forum: General
Topic: How to change length of custom fields in views?
Replies: 11
Views: 4225

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...
by Thomymaster
16 May 2018, 11:52
Forum: General
Topic: how to use StdSubject addon?
Replies: 7
Views: 31533

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? :)
by Thomymaster
03 May 2018, 15:36
Forum: General
Topic: how to use StdSubject addon?
Replies: 7
Views: 31533

Re: how to use StdSubject addon?

Thanks a lot.

You are awesome! :)
by Thomymaster
03 May 2018, 15:34
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 6
Views: 20064

Re: Extracting email body information into Dynamic fields

Hi

Yes but i need an email adress, please

Best,
Thomas
by Thomymaster
03 May 2018, 11:43
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 6
Views: 20064

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
by Thomymaster
03 May 2018, 11:41
Forum: General
Topic: how to use StdSubject addon?
Replies: 7
Views: 31533

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
by Thomymaster
30 Apr 2018, 11:34
Forum: General
Topic: how to use StdSubject addon?
Replies: 7
Views: 31533

Re: how to use StdSubject addon?

Hi

Ok is there any solution how i can achieve the above written? :)
by Thomymaster
30 Apr 2018, 11:13
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 6
Views: 20064

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
by Thomymaster
27 Apr 2018, 16:23
Forum: Help
Topic: Extracting email body information into Dynamic fields
Replies: 6
Views: 20064

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 ... ---...
by Thomymaster
27 Apr 2018, 11:56
Forum: General
Topic: how to use StdSubject addon?
Replies: 7
Views: 31533

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...
by Thomymaster
29 Jan 2018, 14:34
Forum: General
Topic: possibility to reset the ticket IDs at the start of a new year?
Replies: 0
Views: 1983

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
by Thomymaster
22 Nov 2017, 15:23
Forum: General
Topic: populate to: field for email outbound template with ticket customer
Replies: 3
Views: 5282

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...
by Thomymaster
22 Nov 2017, 15:06
Forum: General
Topic: populate to: field for email outbound template with ticket customer
Replies: 3
Views: 5282

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
by Thomymaster
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: 7171

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
by Thomymaster
08 Aug 2017, 10:56
Forum: General
Topic: OTRS 5.0.21 cannot send mail with attachment (SMTPTLS/Auth), unexpected EOF
Replies: 1
Views: 6729

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
by Thomymaster
08 Aug 2017, 10:42
Forum: General
Topic: OTRS 5.0.21 cannot send mail with attachment (SMTPTLS/Auth), unexpected EOF
Replies: 1
Views: 6729

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. ...
by Thomymaster
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: 9285

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)
by Thomymaster
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: 9285

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 :)
by Thomymaster
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: 9075

Re: OTRS 5.0.21 how to change the ticket subject in the ticket view?

Hi

Please see my attached screenshot

Best,
Thomas
by Thomymaster
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: 9075

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
by Thomymaster
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: 9075

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...
by Thomymaster
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: 6791

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.
by Thomymaster
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: 6791

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...
by Thomymaster
31 Jul 2017, 17:05
Forum: General
Topic: OTRS 5.0.21 how to remove "My Queues" from dashboard preferences?
Replies: 2
Views: 6559

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 ...
by Thomymaster
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: 9285

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...
by Thomymaster
31 Jul 2017, 15:03
Forum: General
Topic: OTRS 5.0.21 state "pending auto close +" not working
Replies: 2
Views: 7660

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