Search found 103 matches

by cris12345
18 Dec 2018, 19:03
Forum: Help
Topic: Re open tickets it is not working
Replies: 3
Views: 1243

Re: Re open tickets it is not working

which option in the "follow up option" attribute allow me to re open a ticket? I use "possible" but it didn't work
by cris12345
18 Dec 2018, 18:10
Forum: Help
Topic: Re open tickets it is not working
Replies: 3
Views: 1243

Re open tickets it is not working

Hello, I need some help in order to understand how the follow up options in the queue configuration works correctly. What I need? If a ticket is already closed and the customer reply, I want the same ticket turn to open/new/in progress again What I done? When the customer reply a new ticket is creat...
by cris12345
06 Nov 2018, 18:45
Forum: OTRS Developers
Topic: where is the attachment data in the databse while using ArticleStorageFS
Replies: 1
Views: 994

where is the attachment data in the databse while using ArticleStorageFS

Hi,

After change the StorageModule to ArticleStorageFS there is no data in the table: article_attachment
is another table where the attachment name is saved?

Thanks
by cris12345
30 Oct 2018, 23:01
Forum: OTRS Developers
Topic: Is there a way to foward a note or save draft reply in OTRS 5?
Replies: 1
Views: 1030

Is there a way to foward a note or save draft reply in OTRS 5?

Hi, I'm trying to add a bot to reply tickets :) However is in testing mode and I want to verify the answer first. So I want the bot user save the answer as draft, but only the same user can see the draft.in OTRS 5. Is there a way that admin or any new ticket owner can see the existing draft? Or is t...
by cris12345
18 Oct 2018, 21:38
Forum: Help
Topic: ERROR Can't load dynamic field backend module for field type CustomerCompany!
Replies: 0
Views: 301

ERROR Can't load dynamic field backend module for field type CustomerCompany!

Hi, I'm receiving the following message and I don't know why. Please help me :( Kernel::System::Daemon::DaemonModules::SchedulerGenericAgentTaskManager depends on Kernel::System::DynamicField::Backend, but the constructor of Kernel::System::DynamicField::Backend returned undef. Can't load dynamic fi...
by cris12345
15 Oct 2018, 17:29
Forum: Help
Topic: Disable/Hide dynamic field for a specific queue
Replies: 2
Views: 229

Disable/Hide dynamic field for a specific queue

Hi,

I need to hide and show dynamic fields according to the queue.

For example:
Queue1 only can see dynamic field 1,5, 6
Queue2 only can see dynamic field 2,3,4

How can I do that in OTRS 6?

Thanks
by cris12345
05 Sep 2018, 20:28
Forum: General
Topic: OTRS Performance Slow
Replies: 10
Views: 1679

Re: OTRS Performance Slow

Hello,

I have performance issues as well, how did you optimise the ticket_history table?

Thanks
by cris12345
07 Aug 2018, 22:03
Forum: Help
Topic: How can I duplicate stats group?
Replies: 1
Views: 259

How can I duplicate stats group?

Hi, I need to give the permission of some reports to an agent, but not the access to create reports from all queues or see other reports. So that I created a new group, given the permission of that new group to the report and also add the new group to Stats::DefaultSelectedPermissions in Frontend::A...
by cris12345
05 Jun 2018, 19:32
Forum: Help
Topic: How to check the logs?
Replies: 1
Views: 1791

How to check the logs?

Hi all, I have an issue: An email was reading by OTRS but never created the ticket and I don't found the error message in System Log due to it shows only a few lines. Is there a way to check the error by console? I also searched the ticket in all the queues as root@localhost user but it is not exist...
by cris12345
18 May 2018, 01:05
Forum: Help
Topic: Queue Follow Up Option to create a new ticket when is completed
Replies: 1
Views: 2258

Queue Follow Up Option to create a new ticket when is completed

Hi, Probably I'm wrong, but my testing is failing and I need to know which queue follow up option is the best for this scenario: Get a ticket Get other answer and attach the answer to the same ticket Answer the ticket as agent Agent Close the ticket *If the customer send another email using the same...
by cris12345
15 May 2018, 20:04
Forum: Help
Topic: Data is not being saved on otrs.dynamic_field_value table
Replies: 3
Views: 2849

Re: Data is not being saved on otrs.dynamic_field_value table

I have 3 dynamic fields, those 3 have a default value. If I closed a ticket without complete de dynamic field it supposed to save the default value. But is not doing that. I said sometimes because I closed 2 tickets and I can see the first ticket data in the table otrs.dynamic_field_value table but ...
by cris12345
07 May 2018, 17:36
Forum: Help
Topic: Data is not being saved on otrs.dynamic_field_value table
Replies: 3
Views: 2849

Data is not being saved on otrs.dynamic_field_value table

Hi, I have 3 drop-down dynamic field that has a default value. It save the default value in the Database when the field is not being changed But sometimes the default value not appears in the DB, and is not saving nothing for that dynamic field ID in the table: otrs.dynamic_field_value I don't know ...
by cris12345
18 Jan 2018, 22:32
Forum: General
Topic: Webservice Error
Replies: 1
Views: 451

Webservice Error

Hi guys,

Has anyone faced this Error before?

{"faultcode":"Server","faultstring":"Dynamic Field DynamicFieldName could not be set, please contact the system administrator"}
by cris12345
12 Jan 2018, 18:16
Forum: Help
Topic: Is possible to have 2 auto reply for 1 queue?
Replies: 1
Views: 432

Is possible to have 2 auto reply for 1 queue?

Hi all,

I need to send an specific notification for the people in an specific domain and other notification for different domain.
So, Is possible to have 2 auto reply for 1 queue?


Thanks
by cris12345
30 Nov 2017, 17:45
Forum: OTRS Developers
Topic: roles-groups
Replies: 1
Views: 6666

roles-groups

Hi, I dont understand the way that roles and groups work For example I create a group1 associated to queue1. I want to have 2 roles associate to that group /queue... one role for regular agents and other role with only read access for audits. Then I link each agent to the respective role. However th...
by cris12345
12 Oct 2017, 23:08
Forum: OTRS Developers
Topic: Send auto response to cc
Replies: 1
Views: 8492

Send auto response to cc

Hi guys!

Do you know how send to the people in CC the auto reply/auto response when a ticket has been created?

Thanks
by cris12345
04 Oct 2017, 18:38
Forum: OTRS Developers
Topic: add ticket as attachment
Replies: 0
Views: 6650

add ticket as attachment

Hi,

I need to attach 2 tickets in the answer of another ticket.

I used the copy but is is adding the article, also linking the ticket doesn't allowed me to answer and attach 2 extra email.

is there any way to do that?

Thanks
by cris12345
02 Oct 2017, 23:22
Forum: OTRS Developers
Topic: Missing Admin user on Split
Replies: 0
Views: 6681

Missing Admin user on Split

Hi, When I'm using split, it is saving the new owner as the agent in the first queue (the agent that click on split). How can I set that the new owner is "admin otrs"? Admin OTRS has full access to both queues. Is there some documentation about split? I have others questions regarding split function...
by cris12345
22 Sep 2017, 17:32
Forum: OTRS Developers
Topic: Hide Dynamic Fields by queue
Replies: 14
Views: 10981

Re: Hide Dynamic Fields by queue

I used it also ticket instead Form and I still seeing the dynamic field in Dynamic Fields tab and also Ticket Core Data tab
by cris12345
22 Sep 2017, 15:47
Forum: OTRS Developers
Topic: Hide Dynamic Fields by queue
Replies: 14
Views: 10981

Re: Hide Dynamic Fields by queue

Hi, Thanks for your answer. Greta, using an ACL is better for me. However I have a question in order to use the equal to 0, is this syntax correct? The way as is in the image didn't worked. I'm not sure if is beacause I use "exact macth" to 0 or if under the queue I need write Queue_name instead jus...
by cris12345
21 Sep 2017, 22:29
Forum: OTRS Developers
Topic: Hide Dynamic Fields by queue
Replies: 14
Views: 10981

Hide Dynamic Fields by queue

Hi, I was checking others topics like this, about show/hide dynamic fields, but are related to all versions. Is it a way to hide and show dynamic fields? that is not to modify the code. I found in KIX4OTRS → Core::DynamicField the possiblity to hide fields: Ticket::Acl::Module###991_DisabledDynamicF...
by cris12345
20 Sep 2017, 15:20
Forum: OTRS Developers
Topic: Zip Files FS Storage
Replies: 3
Views: 5750

Re: Zip Files FS Storage

Yes, I will contact the system administrator.

But I'm wondering if OTRS has the capabilities to read zip files or if is there a way to compress only the tickets closed?
by cris12345
19 Sep 2017, 22:04
Forum: OTRS Developers
Topic: Zip Files FS Storage
Replies: 3
Views: 5750

Zip Files FS Storage

Hi, I changed the storage module to ArticleStorageFS because the DB was increasing so much. Now I have 24GB in the folder /var/article/2017 Is there a way to zip files that also can be available from the agents view? My concern is to zip the files and then the attachments disappears from the agent v...
by cris12345
18 Sep 2017, 20:45
Forum: OTRS Developers
Topic: Unable to send email to system address
Replies: 4
Views: 6475

Re: Unable to send email to system address

But is ok if I use the split function to create a child ticket to another queue? Or also will appears issues?
by cris12345
18 Sep 2017, 19:13
Forum: OTRS Developers
Topic: Unable to send email to system address
Replies: 4
Views: 6475

Unable to send email to system address

Hi, I saw this post answered and it's supposed to be fixed after version 4. However I'm using otrs-5.0.14-02.noarch.rpm version and I have 2 queues... 1st queue has email A and 2nd queue has email B. The email B is also created as Customer User, because both queues can create ticket to each other. B...
by cris12345
22 Aug 2017, 00:09
Forum: Help
Topic: How to recover the emails with this issue: IMAPS:Can't process mail, see log sub system (/opt/otrs/var/spool/problem-em
Replies: 0
Views: 592

How to recover the emails with this issue: IMAPS:Can't process mail, see log sub system (/opt/otrs/var/spool/problem-em

Hi, Anyone know how to recover the emails after an mail account fetch issue? Issue description: IMAPS: Can't process mail, see log sub system (/opt/otrs/var/spool/problem-email There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: otrs.Daemo...
by cris12345
22 Aug 2017, 00:09
Forum: OTRS Developers
Topic: How to recover the emails with this issue: IMAPS:Can't process mail, see log sub system (/opt/otrs/var/spool/problem-em
Replies: 0
Views: 5425

How to recover the emails with this issue: IMAPS:Can't process mail, see log sub system (/opt/otrs/var/spool/problem-em

Hi, Anyone know how to recover the emails after an mail account fetch issue? Issue description: IMAPS: Can't process mail, see log sub system (/opt/otrs/var/spool/problem-email There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: otrs.Daemo...
by cris12345
21 Aug 2017, 17:44
Forum: Help
Topic: otrs.Daemon.pl: DBD::mysql::db do failed: Deadlock found when trying to get lock
Replies: 0
Views: 593

otrs.Daemon.pl: DBD::mysql::db do failed: Deadlock found when trying to get lock

Hello, The OTRS was working fine, but an hour ago it is showing this error: And it is not reading any email. There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: [Mon Aug 21 11:37:13 2017] otrs.Daemon.pl: DBD::mysql::db do failed: Deadlock ...
by cris12345
21 Aug 2017, 17:41
Forum: OTRS Developers
Topic: ERROR: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch:
Replies: 0
Views: 5381

ERROR: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch:

Hello, It was working fine, but an hour ago it is showing this error: And it is not reading any email. There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: [Mon Aug 21 11:37:13 2017] otrs.Daemon.pl: DBD::mysql::db do failed: Deadlock found ...
by cris12345
21 Aug 2017, 16:38
Forum: Help
Topic: Deadlock found when trying to get lock; try restarting transaction, SQL
Replies: 0
Views: 602

Deadlock found when trying to get lock; try restarting transaction, SQL

Hello,

I'm receiving several errors:
Deadlock found when trying to get lock; try restarting transaction, SQL
Need ObjectID!
Need TicketID!

It was working fine, I didn't change nothing. I don't know what is it?
Please help

OTRS: 5.0.14
KIXCore: 5.0.9
KIX4OTRS: 8.0.10
DB: MySQL
by cris12345
18 Aug 2017, 17:10
Forum: General
Topic: dynamic_field_value Tabla muy grande
Replies: 0
Views: 7195

dynamic_field_value Tabla muy grande

Hola,

la tabla dynamic_field_value esta demasiado grande y lo que tengo son 5 dynamic fields.
porque pasa esto?
ahora el sistema esta lento
by cris12345
18 Aug 2017, 17:08
Forum: General
Topic: ERROR Can't connect to MySQL server on (111)
Replies: 1
Views: 7351

ERROR Can't connect to MySQL server on (111)

Hola,

Estoy reciviendo este error sin haber cambiado nada en la configuracion.
alguien saber como resolverlo y porque pasa?

Gracias
by cris12345
18 Aug 2017, 16:44
Forum: OTRS Developers
Topic: dynamic_field_value Table too big
Replies: 0
Views: 4591

dynamic_field_value Table too big

Hello,

Since I'm working with KIX4OTRS the table dynamic_field_value is increasing so fast. It is in 13707.81MB
what could be wrong?

The storage mode is FS not DB.

Thanks
by cris12345
18 Aug 2017, 16:42
Forum: OTRS Developers
Topic: ERROR Can't connect to MySQL server on "ip"
Replies: 1
Views: 4913

ERROR Can't connect to MySQL server on "ip"

Hello,

I'm receiving this error:
Can't connect to MySQL server on "ip"

what could be the error?

Thanks
by cris12345
14 Aug 2017, 21:52
Forum: Ayuda
Topic: Mover OTRS a otro servidor
Replies: 0
Views: 7367

Mover OTRS a otro servidor

Hola,

Debo mover el otrs a otro servidor.
Ya hice un backup de la BD
Pero nose que mas debo hacer, principalmente porque cambie el storage mode a articleStorageFS.

Gracias
by cris12345
14 Aug 2017, 21:14
Forum: Help
Topic: Move otrs to other server
Replies: 1
Views: 549

Move otrs to other server

Hi,

I need to move OTRS to other server, so I backup the DB.
But what else I have to do? If I changed the storage mode to articleStorageFS.

Thanks
by cris12345
07 Aug 2017, 23:46
Forum: OTRS Developers
Topic: An error occurred: Need TicketID! {URGENT} :(
Replies: 0
Views: 974

An error occurred: Need TicketID! {URGENT} :(

Hello,

I'm trying to create a phone ticket and I received this error.

It was working like an hour ago... I didn't make any changes.

I searched the TicketCounter.log and showed me this: 312;2017-08-07;

I don't know what else I can check.
Any idea why it is happening?
NeedTicketID.PNG
by cris12345
25 Jul 2017, 17:26
Forum: OTRS Developers
Topic: select two filters value in queue view
Replies: 1
Views: 3345

select two filters value in queue view

Hi, I added a dynamic field as a column in queue view, when I hit the filter button appears the options, however I only can choose one and it automatically search. Is it possible to choose more than one value? And how can I include the dynamic field variables as a filters in the search popup? Becaus...
by cris12345
19 Jul 2017, 23:50
Forum: OTRS Developers
Topic: OTRS has survey?
Replies: 3
Views: 1229

Re: OTRS has survey?

I don't have an online repository.
Is there a place I can download it? So I can upload it in package manager like KIX4OTRS for example.

Thanks!
by cris12345
18 Jul 2017, 17:58
Forum: OTRS Developers
Topic: Add dynamic field in Bulk popup
Replies: 0
Views: 999

Add dynamic field in Bulk popup

Hi,
How can I add a dynamic field in the Bulk popup?

I search AgentTicketBulk and there is not option for it in Frontend::Agent::Ticket::ViewBulk
by cris12345
14 Jul 2017, 17:58
Forum: OTRS Developers
Topic: OTRS has survey?
Replies: 3
Views: 1229

OTRS has survey?

Hello,

I'm wondering if OTRS has a survey for the closed tickets

I was thinking to add the survey link to the close notification but I need to match the survey to the ticket number :(

any ideas?

Thanks
by cris12345
11 Jul 2017, 19:29
Forum: OTRS Developers
Topic: Is it possible to avoid lock the ticket when it changes the owner inside the tickt?
Replies: 2
Views: 7432

Is it possible to avoid lock the ticket when it changes the owner inside the tickt?

Hello, I know that in queue view and bulk there is a unlock tickets option. But, Is it possible to avoid lock the ticket when it changes the owner inside the ticket? I'm using KIX4OTRS so the change owner option is in the regular menu and also in ticket core data tab. But I dont know if is possible ...
by cris12345
11 Jul 2017, 15:50
Forum: OTRS Developers
Topic: Put close time as column in queue view
Replies: 2
Views: 1140

Re: Put close time as column in queue view

I realized it is needed in Edit Config Settings in Ticket → Frontend::Agent::Ticket::ViewStatus but thanks.

However I need to show the ticket close time, do you now the variable name to show that value?
by cris12345
10 Jul 2017, 16:59
Forum: OTRS Developers
Topic: Put close time as column in queue view
Replies: 2
Views: 1140

Put close time as column in queue view

Hello,

Do you know how to add close time or any other columns from ticket table as a column in queue view?

Thanks
by cris12345
07 Jul 2017, 17:12
Forum: OTRS Developers
Topic: I dont know why I'm receiving this error
Replies: 0
Views: 832

I dont know why I'm receiving this error

Hello,

Do you know what this error means?
I don't know why I'm receiving this error
L_BD7.tmp.PNG
by cris12345
05 Jul 2017, 23:24
Forum: OTRS Developers
Topic: Check email answerOrthography
Replies: 4
Views: 1368

Re: Check email answerOrthography

Thanks!!! :)
by cris12345
05 Jul 2017, 21:35
Forum: OTRS Developers
Topic: Check email answerOrthography
Replies: 4
Views: 1368

Re: Check email answerOrthography

Hi, I don't know if it is failing because is a pop up window. But it doesn't check. These are my option on right click: badCheckSpelling.png Is there something I have to configure in Firefox? I followed these steps and restarted Firefox and still it doesn't check: 1-Click the menu button and choose ...
by cris12345
05 Jul 2017, 16:26
Forum: OTRS Developers
Topic: Check email answerOrthography
Replies: 4
Views: 1368

Check email answerOrthography

Hello,
Any of you know if is possible to add some check Orthography/grammatical in the email reply that is the AgentTicketCompose?
And copy format function?
format.PNG
by cris12345
05 Jul 2017, 16:18
Forum: OTRS Developers
Topic: Copy TABLE email body data into ticket fields
Replies: 4
Views: 1390

Re: Copy TABLE email body data into ticket fields

Sure, I attached two images. One is how the email body looks and the other is how the table structure is without borders.
Basically is a title, then appears the table (2 columns) and the rows count can change and later other title.

Thanks