Search found 75 matches

by christianclavet
12 Nov 2018, 15:18
Forum: General
Topic: Handle customer company hierarchy
Replies: 1
Views: 184

Re: Handle customer company hierarchy

Hi, Not exactly sure what you mean, but from what I know you can define a customer user to be part of multiple company's. So you can define Customer user 1 to be part of customerA, customerB, customerC, customerD You use the group to give the access to the queue to the customer user. So the customer...
by christianclavet
08 Nov 2018, 21:37
Forum: Help
Topic: TicketStateSet in process management Otrs 6.0.10
Replies: 2
Views: 160

Re: TicketStateSet in process management Otrs 6.0.10

Hi, From what I know from states even if you create 10 types of open states, their types remain "open". Have you looked at the ticket history about the state changes? If your process action is ok, it should change the state. But certain mechanics of OTRS will only check the state type and not the na...
by christianclavet
08 Nov 2018, 15:46
Forum: Help
Topic: Dynamic field in a notification email
Replies: 2
Views: 164

Re: Dynamic field in a notification email

Hi! For the dynamic field: I've put the email address in the key, and the display name in the value. So <OTRS_TICKET_DynamicField_agentEmails> display the name of the agent in the process ticket, and should return the email address when queried, as the tag should give the key and not the value. I wi...
by christianclavet
07 Nov 2018, 17:58
Forum: Help
Topic: Dynamic field in a notification email
Replies: 2
Views: 164

Dynamic field in a notification email

Hi, I have seen a feature in the notification configuration I would like to use, but it seem limited to specific dynamic field type or something else I've not set properly. In the notification method panel there is an option to have supplementary email address and there is a hint about using a TAG: ...
by christianclavet
07 Nov 2018, 17:48
Forum: Help
Topic: Removig old tickets with Generic Agent too slow
Replies: 8
Views: 379

Re: Removig old tickets with Generic Agent too slow

Hi,

I can delete 30 tickets in less than a second here. Could mean you have tons on tickets on your DB and the search is taking more time. I think as your DB will have less tickets it should take less time.

Still 1 minute per ticket is really long!
by christianclavet
29 Oct 2018, 14:32
Forum: Help
Topic: Assign dinamyc field combination
Replies: 3
Views: 210

Re: Assign dinamyc field combination

Hi.

Unfortunately the only place I've seen that something similar was implemented is with notification that could use the dynamic_field data to set as notification recipient. I've not seen how to do that in processes actions.
by christianclavet
29 Oct 2018, 14:25
Forum: Help
Topic: How do I export my Tickets from OTRS 5 to CSV
Replies: 4
Views: 235

Re: How do I export my Tickets from OTRS 5 to CSV

Hi, as mentionned there is no direct way to export the tickets in .CSV. But you could try to dump the MYSQL dB in CSV.
Found this article here:
https://www.electrictoolbox.com/using-m ... csv-files/
by christianclavet
26 Oct 2018, 20:42
Forum: Help
Topic: Q: Restrict agent access to assigned tickets only
Replies: 3
Views: 229

Re: Q: Restrict agent access to assigned tickets only

Hi! There some solutions but they might involve more work from your staff... First thing that would come to mind is create a special queue for theses types of agents (freelancers queue). But I might be wrong and have not totally understood what your looking for. Your main agent would move the ticket...
by christianclavet
26 Oct 2018, 20:17
Forum: Help
Topic: JSON errors on new tickets notifications
Replies: 5
Views: 260

Re: JSON errors on new tickets notifications

Hi, Just a question. Is the ticket created via the customer interface or by email? Is the ticket is created from the agent interface by an agent could you try using this one in the notification and see if it still give the errors? <OTRS_AGENT_BODY[5]> Also check the log for messages when you create ...
by christianclavet
25 Oct 2018, 20:05
Forum: Help
Topic: JSON errors on new tickets notifications
Replies: 5
Views: 260

Re: JSON errors on new tickets notifications

Check your notifications parameters in OTRS web interface for that particuliar notification. Check and look for this tag: <OTRS_CUSTOMER_Body[30]> If it's there, remove it and check again. I've seen this happen, seem something is sending code when it should try to send the last 30 lines of the last ...
by christianclavet
19 Oct 2018, 18:08
Forum: Help
Topic: GenericAgent: Select tickets which are no process tickets
Replies: 2
Views: 496

Re: GenericAgent: Select tickets which are no process tickets

Hi, in the generic agent config, in the select ticket section, I would write "?!Process" on the "process" field, as all processes ticket start with this id.
Not tested this, but the ?! is a negate expression in perl.
by christianclavet
19 Oct 2018, 18:02
Forum: Help
Topic: OTRS 6.0.10 - Customer User - Preferences error
Replies: 10
Views: 459

Re: OTRS 6.0.10 - Customer User - Preferences error

Cool. Thanks for updating your results. Might help somebody else!
by christianclavet
19 Oct 2018, 17:54
Forum: Help
Topic: Ticket keeping locked
Replies: 2
Views: 216

Re: Ticket keeping locked

Hi! Check your queue configuration. There is an unlock timeout there that is probably set there. But I have never tested it on closed tickets. If the system unlock the ticket when closed, you could probably use a generic agent, and check for the statusupdate | Lockupdate event, then check for if a t...
by christianclavet
19 Oct 2018, 17:48
Forum: Help
Topic: OTRS 6.0.10 - TicketArticleCreate doesn't work
Replies: 4
Views: 162

Re: OTRS 6.0.10 - TicketArticleCreate doesn't work

Hi. I was able to create new notes in a process ticket (OTRS 6.06, now on 6.0.12). But you need to add lots of parameters. Ticket Transition Action: Transition Action Module: TicketArticleCreate KEY - VALUE ArticleType = note-internal Body = Text in your message body ContentType = text/plain; charse...
by christianclavet
18 Oct 2018, 21:50
Forum: General
Topic: pending reminder
Replies: 8
Views: 2993

Re: pending reminder

Hi, For ordinary pending remainder tickets, I have implemented something using the generic agent on the agent web gui. The agent check for the pending notification event and set the selected ticket state to open. Have you tried this? Humm.. If your ticket was deleted, it should not send notification...
by christianclavet
18 Oct 2018, 21:41
Forum: General
Topic: Attachment on ticket create email to agent
Replies: 5
Views: 305

Re: Attachment on ticket create email to agent

Hi, I guess it should be under "Ticket create notification". There, in "Ticket filter" I cannot find any attachment option. Only within "Article filter" (it is mentioned, only for ArticleCreate and ArticleSend). I don't really get what this is for as my event is TicketCreate... You were right. It's ...
by christianclavet
15 Oct 2018, 16:34
Forum: General
Topic: Admin Notification
Replies: 1
Views: 171

Re: Admin Notification

Hi,

The only place I know where you could see this is in the communication log of the web interface (agent).
by christianclavet
12 Oct 2018, 20:36
Forum: Help
Topic: Process transition action: permission to ticket denied
Replies: 3
Views: 464

Re: Process transition action: permission to ticket denied

Hi!
Please, You could check that you have access to the queue where is ticket would be in. Most of the access issues I've seen are caused by a process that don't have access to the queue.
by christianclavet
10 Oct 2018, 22:10
Forum: Help
Topic: OTRS site served from all my subdomains
Replies: 1
Views: 85

Re: OTRS site served from all my subdomains

Hi, I think you would need to check how to map subdomain to a url with Apache instead and check the OTRS definition that is created there when you install OTRS. I've done a quick search on google and you could check this one: https://www.digitalocean.com/community/questions/how-do-i-add-sub-domain-a...
by christianclavet
10 Oct 2018, 17:56
Forum: Help
Topic: [Solved] Internal server error with ArticleContentIndex
Replies: 10
Views: 603

Re: Internal server error with ArticleContentIndex

No worries. :D Then this method is not from an OTRS6 module but from an OTRS5 module? I did backup from this otrs and restore it to my new otrs; So there is possibly some modules that were restored from the backup? Has this procedure has been followed (running the migration script once you restored ...
by christianclavet
10 Oct 2018, 17:45
Forum: Help
Topic: OTRS 6.0.10 - Customer User - Preferences error
Replies: 10
Views: 459

Re: OTRS 6.0.10 - Customer User - Preferences error

Hi, If you can have the web interface, then MYSQL is functional. I'm pretty sure now it's an issue with the content of the "otrs" database inside mysql if you restored a backup. If there was nothing (no backup restored) then there something the installation. Perhaps file credential. Do you have a lo...
by christianclavet
09 Oct 2018, 18:15
Forum: Help
Topic: [Solved] Internal server error with ArticleContentIndex
Replies: 10
Views: 603

Re: Internal server error with ArticleContentIndex

Hi! Question 1: The old OTRS (Ubuntu) is working properly? Question 2: Is the DB the same type? Looking at the error message, it's the same error you had from your first post. And this error seem to be related to the db content. (Retrieving the index of the articles in a ticket; that is not present,...
by christianclavet
03 Oct 2018, 17:43
Forum: General
Topic: Character encoding issues
Replies: 1
Views: 271

Re: Character encoding issues

Hi, I'm not 100% sure, but it seem to me that OTRS will convert to it's locale value once it receive a email. But the email need to have the encoding information in the headers. If the information is absent, then it cannot do much since it's don't know the email text encoding format. Can you open on...
by christianclavet
03 Oct 2018, 14:54
Forum: Help
Topic: OTRS 6.0.11 - Outgoing messages in queue
Replies: 2
Views: 188

Re: OTRS 6.0.11 - Outgoing messages in queue

Hi, From the log, it's working from IMAP fetching, but failing completely for sending with SMTP. You probably have filled the mailqueue.

If you need to test, I would recommend clearing the mailqueue before testing again.
https://forums.otterhub.org/viewtopic.php?f=62&t=39868
by christianclavet
03 Oct 2018, 14:48
Forum: Help
Topic: OTRS Agent notifications stopped to work
Replies: 2
Views: 179

Re: OTRS Agent notifications stopped to work

Hi, I did have this problem before, while setting the email of the system, notification stopped at some point because the mailqueue was full, email were not sent because of errors with mail server and it filled the mail queue. If that's the case, you would need to clear the mail queue from the conso...
by christianclavet
03 Oct 2018, 14:36
Forum: Help
Topic: OTRS 6.0.10 - Customer User - Preferences error
Replies: 10
Views: 459

Re: OTRS 6.0.10 - Customer User - Preferences error

Hi! Humm. You seem to have all the required modules. It should work. I would do a test with a blank barebone otrs to see if it's the DB data or the OTRS files that are causing this: Here is the link to get the last version of OTRS https://community.otrs.com/download-otrs-community-edition/ Based on ...
by christianclavet
02 Oct 2018, 18:16
Forum: Help
Topic: Upgrade 5.0.30 to 06.11.01
Replies: 3
Views: 268

Re: Upgrade 5.0.30 to 06.11.01

Hi! Not sure I can help... :( But I've seen that record from your output: 'Ticket email delivery failure notification', 1, '', 1, '2018-09-27 12:34:41', 1, '2018-09-27 12:34:41')' There is notification event is causing problem in your DB as the subject have something that the migration script does'n...
by christianclavet
02 Oct 2018, 18:06
Forum: Help
Topic: OTRS 6.0.10 - Customer User - Preferences error
Replies: 10
Views: 459

Re: OTRS 6.0.10 - Customer User - Preferences error

Hi, for the problem with the a2enmod issue you can check this:
https://stackoverflow.com/questions/385 ... -in-apache

Can you check this?:

Code: Select all

perl /opt/otrs/bin/otrs.CheckModules.pl
by christianclavet
01 Oct 2018, 18:24
Forum: Help
Topic: OTRS 6.0.10 - Customer User - Preferences error
Replies: 10
Views: 459

Re: OTRS 6.0.10 - Customer User - Preferences error

Hi!

This is the customer frontend. Does it still work on the main frontend? Did you changed some of the files? Layout.pm seem to refer that the CustomerFrontend::Module is undefined/unavailable.

Have you executed the files privileges setup script? (bin/otrs.SetPermissions.pl)
by christianclavet
01 Oct 2018, 18:10
Forum: General
Topic: Customer Web filter queue
Replies: 1
Views: 235

Re: Customer Web filter queue

Hi!

If the customer is using the Customer interface (otrs/customer.pl)
They can only view and search their company ticket and their own (customer users) tickets.
by christianclavet
01 Oct 2018, 18:00
Forum: General
Topic: Queues Based On Company - Customer Web Portal
Replies: 5
Views: 321

Re: Queues Based On Company - Customer Web Portal

Hi! Your current queue structure is ok. To be sure they will never see the other company tickets: - Set each company user a different group, so a customer user that would be assigned to group "companyA" will not have the privileges to see the tickets in "companyB" - Groups also to be set for each qu...
by christianclavet
01 Oct 2018, 16:11
Forum: Help
Topic: Ticket Reopen only if e-mail says yes
Replies: 3
Views: 187

Re: Ticket Reopen only if e-mail says yes

Hi. Ok, then if you set a dynamic field, you could use that field as a reference to set the ticket open by a generic agent? I would check the state of the ticket (closed) and this dynamic field then change the state of the ticket to open... You could check the event for this dynamic field change to ...
by christianclavet
01 Oct 2018, 16:07
Forum: Help
Topic: Moving single queue from one OTRS server to another
Replies: 4
Views: 219

Re: Moving single queue from one OTRS server to another

Hi, What you would need is a way to export a queue content and re-import it the other system. But I don't see any way to do it directly like that. Only possible methods I know is (without programming a plugin to export/import queues contents): - Do a SQL Dump and "filter" manually the queue content....
by christianclavet
01 Oct 2018, 15:58
Forum: General
Topic: Queues Based On Company - Customer Web Portal
Replies: 5
Views: 321

Re: Queues Based On Company - Customer Web Portal

Hi, This would require 3 OTRS servers on a different DNS each if you absolutely want to do it like that. So the URL point to a specific OTRS IP. But, if you only want to do it from a single server, you could do point at the same IP and have your customer assigned in different queues. Like: URLs: htt...
by christianclavet
27 Sep 2018, 18:52
Forum: Help
Topic: OTRS 6, Disable "Settings" on dashboard, full screen width
Replies: 4
Views: 316

Re: OTRS 6, Disable "Settings" on dashboard, full screen width

Hi,

From what I know this can't be done with "vanilla" OTRS. You need a plugin. And from the reference to your posts, there is a plugin that can modify OTRS to do that but doesn't seem to have been updated to support OTRS 6.

Have you tried to contact the author?
by christianclavet
27 Sep 2018, 18:48
Forum: Help
Topic: Can't locate object method "ArticleAttachmentIndex"
Replies: 1
Views: 191

Re: Can't locate object method "ArticleAttachmentIndex"

Hi!

"ArticleAttachmentIndex" is a perl method that is searched in Article.pm to the Kernel::System::Ticket package, but is not found. Is the Article.pm file was modified?
I have restored copies of Article.pm and nothing
Have you cleared the cache and restarted the apache services?
by christianclavet
27 Sep 2018, 18:43
Forum: Help
Topic: Ticket Reopen only if e-mail says yes
Replies: 3
Views: 187

Re: Ticket Reopen only if e-mail says yes

Hi! Is there something I can do to still keep the tickets closed when someone replies to a closed ticket and give them a choice if they want to reopen the ticket or not? This would make your ticket status all closed. This can be done with the OTRS generic agent, but would make all your ticket in clo...
by christianclavet
27 Sep 2018, 18:34
Forum: General
Topic: Create ticket via REST API without sending email to customer
Replies: 1
Views: 228

Re: Create ticket via REST API without sending email to customer

Hi!

You could set your new ticket to a internal email for the customer when created, and when you review your ticket change the customer to the one you want so they receive the notification.

So you would have to set the customer to that one (internal email) when using the REST APi.
by christianclavet
24 Sep 2018, 17:26
Forum: General
Topic: New Ticket module
Replies: 1
Views: 214

Re: New Ticket module

Hi, You will need knowledge of SQL, PERL, and probably javascript to do this.

You can check here the OTRS architecture as a start:
https://doc.otrs.com/doc/manual/develop ... index.html
by christianclavet
20 Sep 2018, 20:03
Forum: Help
Topic: Dashboard not holding settings (6.0.10) - RESOLVED
Replies: 2
Views: 202

Re: Dashboard not holding settings (6.0.10)

Hi!
Look like a file permission problem. Your saves are not changed probably because file write access is denied.

Have you run the script "otrs.SetPermissions.pl" once you completed the migration?
by christianclavet
20 Sep 2018, 17:16
Forum: General
Topic: Only the responsibles close tickets
Replies: 1
Views: 156

Re: Only the responsibles close tickets

Hi! You would need to create an access list and allow only the responsible. Check the admin Manual on how to do that. Basicaly, check the tag responsible as negative (is not) then not allow it to close ticket. (I know there is a responsible tag, but not used it yet) as to block the Action=AgentTicke...
by christianclavet
19 Sep 2018, 14:28
Forum: Help
Topic: Agents not getting notifications on when new tickets are created
Replies: 13
Views: 404

Re: Agents not getting notifications on when new tickets are created

Hi, This variable will give you the 30 first characters from the body of the article of the ticket. If you remove this one then the notification seem ok?

If that is true, then something is affecting your system in the article query, as from what you posted, we had Perl code in the message.
by christianclavet
18 Sep 2018, 19:19
Forum: Help
Topic: Agents not getting notifications on when new tickets are created
Replies: 13
Views: 404

Re: Agents not getting notifications on when new tickets are created

Hi, You should have more information that only this one. Here is my settings for the "new ticket" notification: You need at least the english language to make it work. Can you check that you have something similar to this? Subject Ticket Created: <OTRS_TICKET_Title> BODY Hi <OTRS_NOTIFICATION_RECIPI...
by christianclavet
18 Sep 2018, 19:12
Forum: Help
Topic: Dynamic Field in customer information (new phone ticket)
Replies: 3
Views: 220

Re: Dynamic Field in customer information (new phone ticket)

Ho! I was not aware that the DynamicField of type ticket and customer were not treated the same. I don't see any information in the administration manual about theses types. I'm sorry, I don't have any hint about how to display them by changing the settings in the frontend. You would probably be for...
by christianclavet
18 Sep 2018, 19:05
Forum: Help
Topic: [Solved] Internal server error with ArticleContentIndex
Replies: 10
Views: 603

Re: Internal server error with ArticleContentIndex

Hi, This could be probably the module itself that is not compatible with OTRS 6.x. Here is a link to the document to update OTRS 6.x: (I had an error by checking your link) https://doc.otrs.com/doc/manual/admin/stable/en/html/updating.html For the module itself, is it this one on Github? I see comme...
by christianclavet
18 Sep 2018, 18:57
Forum: Help
Topic: Error log
Replies: 3
Views: 238

Re: Error log

Hi, Please, can you check your queues names? They should not have symbols in their names. The error message come from Perl telling that it tried to get a Queue name and got an uninitialized value instead.
by christianclavet
17 Sep 2018, 15:01
Forum: Help
Topic: Agents not getting notifications on when new tickets are created
Replies: 13
Views: 404

Re: Agents not getting notifications on when new tickets are created

Hi, Check in the notification configuration message in the web frontend interface. All theses types of messages are defined there. This message is weird as if you were not able to access a module or it look like it's posting PERL code in the notification. Could it be in the notification messages not...
by christianclavet
17 Sep 2018, 14:55
Forum: Help
Topic: Dynamic Field in customer information (new phone ticket)
Replies: 3
Views: 220

Re: Dynamic Field in customer information (new phone ticket)

Hi! You could try to add your dynamic field in this slot from the system configuration web frontend: Ticket::Frontend::AgentTicketZoom###DynamicField This is the information I have about it: Dynamic fields shown in the sidebar of the ticket zoom screen of the agent interface. But this is in the tick...
by christianclavet
17 Sep 2018, 14:11
Forum: Help
Topic: [SOLVED] Log errors when viewing a ticket in the frontend (ticketzoom)
Replies: 2
Views: 212

Re: Log errors when viewing a ticket in the frontend (ticketzoom)

Hi! Checked and the group attributes are empty for that key. But I'll do a check for that in the config and hope to find it. Thanks for the hint! :) EDIT: Found it! I disabled this key: $Self->{'Ticket::Frontend::MenuModule'}->{'460-Delete'} And now, there no errors in the log when I check a ticket ...