Search found 282 matches

by zzz
12 Nov 2019, 13:44
Forum: Hilfe
Topic: Text in Customer Frondend
Replies: 1
Views: 17

Re: Text in Customer Frondend

Hallo Ingo, fügt diesen Code über dem 'switch' ein: function DynamicInfo(DynamicFieldID, DynamicFieldText) { $('#DynamicField_' + DynamicFieldID).after("<p style='margin-left: 0px;' class='DynamicInfo'>" + DynamicFieldText + "<p/>"); } und diesen unter jedem 'case': $('.DynamicInfo').remove(); Jetzt...
by zzz
11 Nov 2019, 21:32
Forum: Howto's
Topic: neues Telefonticket verknüpfen mit CI
Replies: 8
Views: 115

Re: neues Telefonticket verknüpfen mit CI

Hallo Simone, der Button von Flos Screenshot kommt mit dem ITSMIncidentProblemManagement Paket. Es gibt auch kostenpflichtige Erweiterungen, womit die Verknüpfung – nach Auswahl eines Kunden – sofort in der Sidebar möglich ist (könnte sich bei intensiver Nutzung lohnen, mehr Infos gerne per PN). Vie...
by zzz
11 Nov 2019, 10:33
Forum: Hilfe
Topic: Neues E-Mail-Ticket nicht alle Agents wählbar
Replies: 1
Views: 38

Re: Neues E-Mail-Ticket nicht alle Agents wählbar

Hallo Tom,

werden die Agenten angezeigt, wenn auf das Aktualisieren-Icon neben dem Feld 'Besitzer' gedrückt wird?
In dem Fall müssen die Queues unter Persönliche Einstellungen -> Benachrichtigungseinstellungen ausgewählt werden.

Viele Grüße
Emin
by zzz
04 Nov 2019, 16:42
Forum: Hilfe
Topic: Automatisches Kunden-Ticket, aus JIRA erstellt, mit OTRS beantworten
Replies: 6
Views: 82

Re: Automatisches Kunden-Ticket, aus JIRA erstellt, mit OTRS beantworten

Mit der Frage wollte ich auf die Art der Erstellung hinaus: Generic Interface oder per E-Mail. Der Text der automatischen Antwort lässt sich anpassen. Wenn es in Ordnung ist, dass Ticket State und TicketNumber ganz unten in der Mail auftauchen, sollte nichts gegen eine "Neues Ticket"-Vorlage spreche...
by zzz
04 Nov 2019, 16:02
Forum: Hilfe
Topic: Automatisches Kunden-Ticket, aus JIRA erstellt, mit OTRS beantworten
Replies: 6
Views: 82

Re: Automatisches Kunden-Ticket, aus JIRA erstellt, mit OTRS beantworten

Hallo,

wie werden die Tickets erstellt?
Eine 'Automatische Antwort' (Admin-Bereich) könnte dabei genügen. Ggf. muss noch ein Postmaster-Filter erstellt werden, um die Absender-Adresse anzupassen.

Viele Grüße
Emin
by zzz
30 Oct 2019, 14:30
Forum: General
Topic: Multiple attachments at once
Replies: 2
Views: 77

Re: Multiple attachments at once

Hello Tom,

OTRS 6 offers that feature.

Best regards
Emin
by zzz
30 Oct 2019, 14:19
Forum: General
Topic: Test GenericInterface Web Service
Replies: 4
Views: 464

Re: Test GenericInterface Web Service

No, absolutely not.

Probably a wrong configuration or maybe even a bug in your version.
Hard to tell without more information.

Best regards
Emin
by zzz
29 Oct 2019, 11:58
Forum: Hilfe
Topic: Nach LDAP Sync gehen Agenteinstellngen verloren
Replies: 2
Views: 64

Re: Nach LDAP Sync gehen Agenteinstellngen verloren

Hallo Marco,

ist die Einstellung "DemoSystem" aktiv?

Viele Grüße
Emin
by zzz
28 Oct 2019, 12:15
Forum: Hilfe
Topic: EMail senden sehr langsam
Replies: 5
Views: 362

Re: EMail senden sehr langsam

Hallo Cedric,

am besten einen neuen Thread mit weiteren Informationen posten. Hört sich eher nach einem individuellen Problem an.

Viele Grüße
Emin
by zzz
21 Oct 2019, 12:08
Forum: General
Topic: Add a new DynamicField
Replies: 2
Views: 160

Re: Add a new DynamicField

Hello,

See the docs: Dynamic Fields - Showing a Dynamic Field on a Screen.

Best regards
Emin
by zzz
16 Oct 2019, 16:11
Forum: Help
Topic: GenericInterface (PHP-SOAP) does not respect TO field in article data
Replies: 9
Views: 159

Re: GenericInterface (PHP-SOAP) does not respect TO field in article data

Oh, thanks for making that clear (I guess it was clear the whole time :( ), forget everything I said. The GenericInterface-TicketCreate code doesn't seem to fully support the ArticleCreate API. The Article->To key gets ignored. You have to make some code changes to support it. Kernel/GenericInterfac...
by zzz
16 Oct 2019, 15:13
Forum: Help
Topic: Assign a Queue when choosing a Service
Replies: 4
Views: 102

Re: Assign a Queue when choosing a Service

Hm it's hard to reproduce a remote client-side error. Try to add a delay to see if the queue change happens before the last AJAX-call and shorten the time if it helps (or even better: react to the last change/AJAX-call). setTimeout(function() { $('#Dest').val('3||Junk').trigger('change'); }, 2000); ...
by zzz
16 Oct 2019, 13:56
Forum: Help
Topic: Assign a Queue when choosing a Service
Replies: 4
Views: 102

Re: Assign a Queue when choosing a Service

Hello Dilmar,

You also have to trigger the change event on manual changes. Try this one:

Code: Select all

$('#Dest').val('3||Junk').trigger('change');
Best regards
Emin
by zzz
16 Oct 2019, 13:16
Forum: Help
Topic: GenericInterface (PHP-SOAP) does not respect TO field in article data
Replies: 9
Views: 159

Re: GenericInterface (PHP-SOAP) does not respect TO field in article data

Hey Daniel,

Give it a try with SenderTypeID = 3 in the article.

Edit:
From needs to be filled with the customer information to make the reply function work (FirstName Lastname <mail@example.com>).
Adding 'ReplyTo' could also work (not tested).

Best regards
Emin
by zzz
16 Oct 2019, 11:11
Forum: Help
Topic: AutoChange Status by owner
Replies: 5
Views: 92

Re: AutoChange Status by owner

Hello, Why don't your agents work on tickets with the state open? You can do what you're asking for with the generic agent but telling your agents to work on every ticket that is not closed or pending is the way to go. The dashboard offers a lot of widgets to show all tickets that need work. Best re...
by zzz
15 Oct 2019, 17:42
Forum: Help
Topic: Agent TicketMove
Replies: 6
Views: 104

Re: Agent TicketMove

As I said above, AgentTicketMove does not offer the possibility to add the 'service' field to it. I see three ways to solve this: 1. You change the service and the queue in another form (second post) 2. You change it automatically (second post) 3. You change the code https://github.com/OTRS/otrs/blo...
by zzz
15 Oct 2019, 17:10
Forum: Help
Topic: Agent TicketMove
Replies: 6
Views: 104

Re: Agent TicketMove

That highly depends on your workflow. It's up to you to decide which makes the most sense. You could also work with generic agents and automatically change the services depending on the next and last queue if you have fixed scenarios. But same goes for this one: hard to say without knowing your exac...
by zzz
15 Oct 2019, 15:18
Forum: Help
Topic: Agent TicketMove
Replies: 6
Views: 104

Re: Agent TicketMove

Hello Sergio,

As far as I know, there is no way to change the service in that window.
You'll have to change it in another window. You can search for '###service' to see all possible options.

Best regards
Emin
by zzz
14 Oct 2019, 18:44
Forum: Help
Topic: Reply to customer by mail
Replies: 4
Views: 83

Re: Reply to customer by mail

Hello,

You have to press on the article you want to answer and select 'empty answer' (called this on default installations) in the field next to 'Reply' (Action=AgentTicketCompose).
The options under the 'Communication'-tab are for other use cases.

Best regards
Emin
by zzz
14 Oct 2019, 17:02
Forum: General
Topic: How to disable "all Tickets" button in customer view?
Replies: 1
Views: 178

Re: How to disable "all Tickets" button in customer view?

Hello Danny,

As far as I know, there is no way to disable it via the config.
The easiest way would be to comment out the lines 15–21 in CustomerTicketOverview.tt (untested).

Best regards
Emin
by zzz
11 Oct 2019, 20:02
Forum: Help
Topic: How to reset or remove owner of a OTRS ticket?
Replies: 7
Views: 178

Re: How to reset or remove owner of a OTRS ticket?

Hey,

The GenericAgent is what you're searching for. Just trigger on state update and change the owner. The docs should help.

Best regards
Emin
by zzz
08 Oct 2019, 13:00
Forum: General
Topic: OTRS Ticket number generator issue
Replies: 2
Views: 199

Re: OTRS Ticket number generator issue

Hello Sathish, Check the system configuration 'OTRSTimeZone'. Setting information: Sets the time zone being used internally by OTRS to e. g. store dates and times in the database. WARNING: This setting must not be changed once set and tickets or any other data containing date/time have been created....
by zzz
04 Oct 2019, 16:19
Forum: Hilfe
Topic: Kunden werden nicht angezeigt
Replies: 8
Views: 186

Re: Kunden werden nicht angezeigt

Versuch diese Befehle:
su otrs

/opt/otrs/bin/otrs.Console.pl list
Schau Dir auch noch einmal Schritt 7 in der Installationsanleitung an, falls es Berechtigungsprobleme geben sollte.

Viele Grüße
Emin
by zzz
02 Oct 2019, 17:04
Forum: General
Topic: Timespan as search parameters in URL
Replies: 5
Views: 313

Re: Timespan as search parameters in URL

You're welcome.

A list of all search parameters: https://github.com/OTRS/otrs/blob/rel-6 ... ch.pm#L225

Static values for some parameters can be found on line 334 and following.

Best regards
Emin
by zzz
02 Oct 2019, 16:49
Forum: Help
Topic: Return to Queue after pressing Junk/Spam Button
Replies: 6
Views: 628

Re: Return to Queue after pressing Junk/Spam Button

I also don't think that you can configure a redirect.

If you want to do it yourself, you could modify this add-on (https://github.com/znuny/Znuny4OTRS-QuickClose/) and add a 'change queue' function and change the next page (Kernel/Modules/AgentTicketZnuny4OTRSQuickClose.pm).

Best regards
Emin
by zzz
02 Oct 2019, 16:27
Forum: General
Topic: Timespan as search parameters in URL
Replies: 5
Views: 313

Re: Timespan as search parameters in URL

Oh sorry, you're absolutely right! It's been some time since I worked with search profiles and it indeed does not offer a user-friendly experience. I had to make this up, so I dived into the code; does this one work for you? Action=AgentTicketSearch;Subaction=Search;TicketCreateTimePoint=7;TicketCre...
by zzz
02 Oct 2019, 15:34
Forum: Help
Topic: Return to Queue after pressing Junk/Spam Button
Replies: 6
Views: 628

Re: Return to Queue after pressing Junk/Spam Button

Hey,

How did you implement the Junk/Spam button or is it a custom package (you should contact the vendor in that case)?

Best regards
Emin
by zzz
02 Oct 2019, 12:42
Forum: General
Topic: Timespan as search parameters in URL
Replies: 5
Views: 313

Re: Timespan as search parameters in URL

Hey,

Just work with a search profile. After saving it, you can take the 'Profile link' and share it between agents.

Best regards
Emin
by zzz
02 Oct 2019, 11:26
Forum: Hilfe
Topic: Kunden werden nicht angezeigt
Replies: 8
Views: 186

Re: Kunden werden nicht angezeigt

Hallo Sebastian, das könnte am Cache liegen, da OTRS bei einem direkten SQL-Befehl keinen neuen erstellt (Maint::Cache::Delete). An sich ist es oftmals besser die API zu benutze, weil man nie sicher sein kann, was an Foreign-Keys/Caches gespeichert wird. Geht auch über die Konsole (Admin::CustomerCo...
by zzz
01 Oct 2019, 15:55
Forum: Hilfe
Topic: Keine Mail nach "Warten auf Erinnerung"
Replies: 15
Views: 339

Re: Keine Mail nach "Warten auf Erinnerung"

Beim zweiten Blick auf den Screenshot ist mir aufgefallen, dass euer Crontab falsch ausgefüllt ist.

So müsste ein minütlicher Check aussehen:

Code: Select all

*/1 * * * *
Das würde auch die Fehlermeldung erklären.

Viele Grüße
Emin
by zzz
30 Sep 2019, 13:39
Forum: Hilfe
Topic: Keine Mail nach "Warten auf Erinnerung"
Replies: 15
Views: 339

Re: Keine Mail nach "Warten auf Erinnerung"

Hallo Henry, bei nicht lösbaren OTRS-Cron-Problemen kann der Neustart des Betriebssystems manchmal Wundert wirken. (Bei einer Standard-Installation sollte 'TicketPendingCheck' jedoch automatisch als 'Recurrent cron task' definiert sein.) Mir ist auf Deinem Bild aufgefallen, dass die Einstellung eine...
by zzz
27 Sep 2019, 18:07
Forum: Allgemeines
Topic: Neustes Ticket immer oben
Replies: 3
Views: 100

Re: Neustes Ticket immer oben

Hallo,

unter der Einstellung 'DashboardBackend###0130-TicketOpen' kannst Du als Attribut 'StateType=open;SortBy=Age;OrderBy=Down;' setzen.
Wenn es ein andere Widget sein soll, bitte auf den Attributen achten, damit nicht aus Versehen der Filter 'StateType=open' gesetzt wird.

Viele Grüße
Emin
by zzz
26 Sep 2019, 13:19
Forum: General
Topic: Generate Problem Ticket Automatically from Recurring Incident Ticket
Replies: 3
Views: 281

Re: Generate Problem Ticket Automatically from Recurring Incident Ticket

Hello,

Yes, that can be done with a custom postmaster filter (google should show some examples).

Best regards
Emin
by zzz
26 Sep 2019, 12:40
Forum: Allgemeines
Topic: Anzeigen einer Blindkopie im Ticketverlauf
Replies: 6
Views: 130

Re: Anzeigen einer Blindkopie im Ticketverlauf

Hallo, dafür müsste man diese Subroutine um das BCC erweitern https://github.com/OTRS/otrs/blob/rel-4_0/Kernel/System/Ticket/Article.pm#L1685 und dann noch das 4er Äquivalent zur 6er MIMEBase.tt, um den Wert auch ausgeben zu können. Wäre den Aufwand aber fast schon nicht mehr wert, außer es gibt bei...
by zzz
26 Sep 2019, 12:19
Forum: Allgemeines
Topic: Vorlage
Replies: 4
Views: 88

Re: Vorlage

Hallo,

in der 6er stellt man das in der Einstellung "Ticket::Frontend::AgentTicketCompose###StateDefault" ein.
In der 5er unter "Ticket -> Frontend::Agent::Ticket::ViewCompose".

Viele Grüße
Emin
by zzz
25 Sep 2019, 17:28
Forum: Help
Topic: Put the Owner Ticket in the Title
Replies: 3
Views: 77

Re: Put the Owner Ticket in the Title

Sure, you can do '<OTRS_CUSTOMER_UserFirstname>' aswell, but you could've tried that out yourself on a test system :P

Best regards
Emin
by zzz
25 Sep 2019, 17:14
Forum: Help
Topic: Put the Owner Ticket in the Title
Replies: 3
Views: 77

Re: Put the Owner Ticket in the Title

Hello Michael,

Try this one instead:

Code: Select all

Hello <OTRS_CUSTOMER_REALNAME>,
With the owner Tag, you address the agent, not the customer. The correct one for that would be <OTRS_OWNER_UserFirstname>. The wildcard is a placeholder for UserFirstname, UserLastname etc.

Best regards
Emin
by zzz
25 Sep 2019, 16:22
Forum: Help
Topic: Position the complex linked object widget at the top of the page
Replies: 3
Views: 75

Re: Position the complex linked object widget at the top of the page

Hello Heiko, try to move this block (untested) https://github.com/OTRS/otrs/blob/rel-6_0_23/Kernel/Output/HTML/Templates/Standard/AgentTicketZoom.tt#L283 An alternative would be to move the widget with JavaScript (less hassle, but the the item would move after the page is completly loaded, which wil...
by zzz
25 Sep 2019, 16:01
Forum: Help
Topic: Change the layout of the ticket zoom customer information sidebar
Replies: 2
Views: 79

Re: Change the layout of the ticket zoom customer information sidebar

Hello Heiko, So my first question would be: What and where do we need to change some things to make the customer information text adjust to the new width? Try this one: https://github.com/OTRS/otrs/blob/rel-6_0_23/var/httpd/htdocs/skins/Agent/default/css/Core.Form.css#L803 The second question would ...
by zzz
24 Sep 2019, 15:46
Forum: Help
Topic: URL messed up and can't access
Replies: 6
Views: 129

Re: URL messed up and can't access

Looks like you've enabled 'LoginURL', which will redirect your agent login screen (default: /otrs/index.pl) :lol: I am not sure if you can reset a config with a command, but you can fool perl by setting the value to '0', like this: su -c "/opt/otrs/bin/otrs.Console.pl Admin::Config::Update --setting...
by zzz
24 Sep 2019, 15:23
Forum: Help
Topic: URL messed up and can't access
Replies: 6
Views: 129

Re: URL messed up and can't access

Hello Nathan, What changes have you made? Just messing with the OTRS config FQDN shouldn't be the cause. You can change config values with a shell command, for example: su -c "/opt/otrs/bin/otrs.Console.pl Admin::Config::Update --setting-name FQDN --value 'newhost.example.com'" -s /bin/bash otrs Bes...
by zzz
21 Sep 2019, 13:15
Forum: General
Topic: How to link Services with Queue
Replies: 6
Views: 418

Re: How to link Services with Queue

Hello Parvez,

This one should work:
Bildschirmfoto 2019-09-21 um 13.11.09.png
Info: ACL's don't work for the 'root@localhost' user.

PS: We also offer support, including custom development.
Edit: Thanks for pointing that out, Roy.

Best regards
Emin
by zzz
17 Sep 2019, 20:56
Forum: General
Topic: open ticket by email wich attachament
Replies: 2
Views: 269

Re: open ticket by email wich attachament

Hello Luiz,

Do you see any errors in your web server log?

Best regards
Emin
by zzz
17 Sep 2019, 16:39
Forum: Hilfe
Topic: Ticketstatus in Abhänigkeit von Textvorlage
Replies: 4
Views: 109

Re: Ticketstatus in Abhänigkeit von Textvorlage

Hallo Lucky,

das geht im Standard zwar nicht, es sollte auf opar jedoch ein Paket geben, das sowas kann.

Viele Grüße
Emin
by zzz
16 Sep 2019, 22:46
Forum: General
Topic: Dynamic Field Display Length - Customer Zoom View
Replies: 3
Views: 1007

Re: Dynamic Field Display Length - Customer Zoom View

Hey,

To increase the displayed character length of dynamic fields in CustomerTicketZoom, you have to change this value: https://github.com/OTRS/otrs/blob/b9cf2 ... m.pm#L1328

Best regards
Emin
by zzz
16 Sep 2019, 18:52
Forum: Help
Topic: "Upgrade to OTRS Business Solution Now" notification OTRS 5
Replies: 14
Views: 5428

Re: "Upgrade to OTRS Business Solution Now" notification OTRS 5

Hey, That's the reason I (and other people before me) made an ad blocker, which completely removes all advertisements and daily background connections to the OTRS group (can be downloaded on portal.efflux.de for free). I also think that these kind of messages are absolute nonsense. It's a modular op...
by zzz
16 Sep 2019, 13:51
Forum: Allgemeines
Topic: Standardwert Tickettyp
Replies: 2
Views: 94

Re: Standardwert Tickettyp

Hallo, benutzt ihr wirklich noch die 3.1er? In der neusten Version wäre es für den Kunden über die Einstellung Ticket::Frontend::CustomerTicketMessage###TicketTypeDefault möglich. Ich meine aber, die Einstellung hätte es in der 3er noch nicht gegeben. Im Agenten-Bereich ist es meines Wissens nach oh...
by zzz
16 Sep 2019, 13:26
Forum: General
Topic: 6.0.19 => EscalationIndexRebuild error
Replies: 1
Views: 273

Re: 6.0.19 => EscalationIndexRebuild error

Hello Marc,

The 'article_type' table does not exist in OTRS 6 anymore. Might be some old code, that somehow got stuck on your system. Maybe you forgot some update steps or have some old custom code in it.

Best regards
Emin
by zzz
16 Sep 2019, 13:15
Forum: Hilfe
Topic: GELÖST Kommunikationsprotokoll Offene Verbindungen
Replies: 17
Views: 348

Re: Kommunikationsprotokoll Offene Verbindungen

Im Endeffekt ist OTRS nur eine Webanwendung, die eine Datenbank erzeugt. Du müsstest also nur deinen OTRS-Ordner und die erstellte Datenbank löschen. Wenn Du eine eigene VM für das Testen von OTRS erstellt hast, würde ich sogar zu einer komplett neuen Installation raten. Dann könntest Du auch sofort...
by zzz
13 Sep 2019, 18:14
Forum: Help
Topic: Sort the tickets by priority in the main panel (Dashboard).
Replies: 1
Views: 72

Re: Sort the tickets by priority in the main panel (Dashboard).

Hello, The sorting can be changing in the system configuration under 'DashboardBackend###0130-TicketOpen' by changing 'Attributes' from 'StateType=open;' to 'StateType=open;SortBy=Priority;OrderBy=Down;'. The same goes for every other dashboard widget. Search for configs that start with 'DashboardBa...