Hello everyone,
is there a possibility to make a ticket "disappear" after an outgoing Mail has been sent to a customer?
Like for example moving the ticket to a certain queue and only returning it once a followup has come in.
Search found 36 matches
- 25 Feb 2020, 16:28
- Forum: General
- Topic: Make ticket disappear after Outgoing Mail
- Replies: 1
- Views: 898
- 13 Feb 2020, 15:54
- Forum: General
- Topic: Save incoming Email address
- Replies: 3
- Views: 1334
Re: Save incoming Email address
Thanks for the reply wurzel.
Does anyone else have any experience in this? Is there a way to automatically save all incoming mails as customer users?
Does anyone else have any experience in this? Is there a way to automatically save all incoming mails as customer users?
- 04 Feb 2020, 11:11
- Forum: General
- Topic: Save incoming Email address
- Replies: 3
- Views: 1334
Save incoming Email address
Hello,
I'm thinking about setting up otrs as a b2c mailing system.Is there any way to store the incoming email addresses?
Like once a new email address is coming in it is automatically stored as a customer user?
I'm thinking about setting up otrs as a b2c mailing system.Is there any way to store the incoming email addresses?
Like once a new email address is coming in it is automatically stored as a customer user?
- 05 Nov 2019, 11:14
- Forum: General
- Topic: ACL hide CustomerUser
- Replies: 8
- Views: 3550
Re: ACL hide CustomerUser
Thanks skullz. That works, but only when creating a Ticket. Agents can still choose and select this customeruser on tickets that have already been opened.
So I guess this is not solvable via ACL?
So I guess this is not solvable via ACL?
- 31 Oct 2019, 15:44
- Forum: General
- Topic: ACL hide CustomerUser
- Replies: 8
- Views: 3550
Re: ACL hide CustomerUser
Any more ideas on how to solve this?
- 30 Oct 2019, 10:09
- Forum: General
- Topic: ACL hide CustomerUser
- Replies: 8
- Views: 3550
Re: ACL hide CustomerUser
Thanks for the quick replies. The user is actually a "valid" user which is using this account to access the customer Frontend. We created this account, so he is able to view another customerusers tickets through company tickets. However, no one is supposed to open any tickets directly on t...
- 29 Oct 2019, 16:50
- Forum: General
- Topic: ACL hide CustomerUser
- Replies: 8
- Views: 3550
ACL hide CustomerUser
We are using an external database to get our customer information. There is one customeruser, which agents shouldn't be allowed to select as customer when creating a Ticket etc. I'm trying to create an ACL so this user won't show up in the drop-down menu. Any ideas on how i could accomplish that? Is...
- 31 Jul 2019, 12:07
- Forum: General
- Topic: Mapping Fields from external DB
- Replies: 11
- Views: 3097
Re: Mapping Fields from external DB
That was actually it! The syntax must still not be correct though. I first tried doing it your way but it didn't work out. Then i deleted the row GebuchtePakete and just left the other two. The other two Fields are now being displayed and filled correctly. I guess now I just gotta find out the right...
- 31 Jul 2019, 11:18
- Forum: General
- Topic: Mapping Fields from external DB
- Replies: 11
- Views: 3097
Re: Mapping Fields from external DB
This is how it looks like: [ 'UserTitle', 'Title', 'cp_title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'cp_givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'cp_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'cp_email', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email...
- 31 Jul 2019, 11:00
- Forum: General
- Topic: Mapping Fields from external DB
- Replies: 11
- Views: 3097
Re: Mapping Fields from external DB
Thanks a lot for your help. The Creation/Altering of the table was done by someone else but I got the information now: CREATE OR REPLACE VIEW kivi_customer_contacts AS SELECT contacts.cp_title, contacts.cp_givenname, contacts.cp_name, contacts.cp_email, contacts.cp_phone1, contacts.cp_mobile1, conta...
- 31 Jul 2019, 10:49
- Forum: General
- Topic: Mapping Fields from external DB
- Replies: 11
- Views: 3097
Re: Mapping Fields from external DB
Hey Roy,
The DDL used is SQL.
The DDL used is SQL.
- 30 Jul 2019, 16:31
- Forum: General
- Topic: Mapping Fields from external DB
- Replies: 11
- Views: 3097
Re: Mapping Fields from external DB
I tried doing that but it doesn't work. The fields are not being displayed and the Overview when looking at all our customer users seems messed up.
Might the problem be that I can only import simple Text Fields this way?
Might the problem be that I can only import simple Text Fields this way?
- 30 Jul 2019, 11:22
- Forum: General
- Topic: Mapping Fields from external DB
- Replies: 11
- Views: 3097
Re: Mapping Fields from external DB
Can anyone point me in the right direction here?
- 25 Jul 2019, 12:36
- Forum: General
- Topic: Mapping Fields from external DB
- Replies: 11
- Views: 3097
Mapping Fields from external DB
Hello, we are currently receiving our customer information from an external database. The Mapping is done in Config.pm: # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'cp_title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstna...
- 05 Jun 2019, 10:33
- Forum: General
- Topic: Postmaster FollowUp issue
- Replies: 3
- Views: 2275
Re: Postmaster FollowUp issue
Okay, thanks for the reply. Makes sense
So how would I go about solving this then? I thought about using GenericAgent but there a no event-based triggers for FollowUp.
So how would I go about solving this then? I thought about using GenericAgent but there a no event-based triggers for FollowUp.
- 05 Jun 2019, 09:41
- Forum: General
- Topic: Postmaster FollowUp issue
- Replies: 3
- Views: 2275
Postmaster FollowUp issue
Hello, I want to configure Postmaster Filter so it moves tickets to a certain queue when there is a FollowUp on closed tickets. We don't expect customer FollowUps on certain queues so those tickets should be moved because we don't want these messages to get lost. I set search header field to: X-OTRS...
- 27 Mar 2019, 10:04
- Forum: General
- Topic: Database connection issues
- Replies: 4
- Views: 2242
Re: Database connection issues
Alright, thanks for the reply.
I was hoping this might be a known issue within otrs because I can't figure out a way to solve it troubleshooting mysql issues.
I was hoping this might be a known issue within otrs because I can't figure out a way to solve it troubleshooting mysql issues.
- 26 Mar 2019, 12:28
- Forum: General
- Topic: Database connection issues
- Replies: 4
- Views: 2242
Database connection issues
Hello, the syslog of our system is showing errors concerning the mysql connection about every half an hour: OTRS-otrs.Console.pl-Maint::Ticket::FulltextIndexRebuildWorker-12 Lost connection to MySQL server during query, SQL: ' OTRS-otrs.Console.pl-Maint::Ticket::FulltextIndexRebuildWorker-12 MySQL s...
- 06 Feb 2019, 10:38
- Forum: General
- Topic: Send mail to customer with ticket notes
- Replies: 1
- Views: 899
Send mail to customer with ticket notes
Hello, I would like to add a button to the AgentTicketZoom that enables agents to send the whole ticket including all notes to a customer by mail. For now, people press the print button and then append the pdf in the mail that is being sent to the customer. I'd like to speed up that process by addin...
- 28 Jan 2019, 12:14
- Forum: General
- Topic: Set Ticket-title as Appointment-title automatically
- Replies: 0
- Views: 1778
Set Ticket-title as Appointment-title automatically
Hello,
when creating a new Appointment out of a Ticket, I want the subject to be filled in with the Ticket name automatically. Anyone know if that is possible or how i have to modify Appointment.pm to make this happen?
when creating a new Appointment out of a Ticket, I want the subject to be filled in with the Ticket name automatically. Anyone know if that is possible or how i have to modify Appointment.pm to make this happen?
Re: LOGOUT
look for the command 'SessionMaxIdleTime' in system configuration. it defines logout times for inactive users.
- 15 Jan 2019, 11:53
- Forum: General
- Topic: Problems with ACL-Configuration
- Replies: 7
- Views: 3323
Re: Problems with ACL-Configuration
No I didn't use that user. Configuring ACL's has always been weird to me it seems like sometimes they just work at random. thanks a lot for the help though.
- 15 Jan 2019, 10:31
- Forum: General
- Topic: Problems with ACL-Configuration
- Replies: 7
- Views: 3323
Re: Problems with ACL-Configuration
I tried that too but it's still not working. Am I right in the assumption that once i deploy an ACL it works right away? For example when theres an unclassified ticket thats already in the system can i just refresh it after deploying in order to test if it works? Or do I need to wait until a new tic...
- 10 Jan 2019, 10:52
- Forum: General
- Topic: Problems with ACL-Configuration
- Replies: 7
- Views: 3323
Re: Problems with ACL-Configuration
Thanks for the quick reply.
Thats exactly the order I put it. The 'PossibleNot' ACL comes first. Still not working though.
Thats exactly the order I put it. The 'PossibleNot' ACL comes first. Still not working though.
- 09 Jan 2019, 16:00
- Forum: General
- Topic: Problems with ACL-Configuration
- Replies: 7
- Views: 3323
Problems with ACL-Configuration
Hello, we have an acl that forces agents to 'classify' (setting a type, service and SLA) a ticket before being able to work on it. The ACL looks like this: https://i.imgur.com/BYb4J9E.jpg I'd like specific roles to be able to work on the ticket even if its not classified yet. This is how i configure...
- 03 Jan 2019, 12:50
- Forum: General
- Topic: how to autoset subject and note after changing owner of ticket?
- Replies: 4
- Views: 4187
Re: how to autoset subject and note after changing owner of ticket?
have you found any solution to this problem? I cant figure it out using GenericAgent
- 02 Jan 2019, 14:55
- Forum: Hilfe
- Topic: Title für Ticket ändern
- Replies: 6
- Views: 3528
Re: Title für Ticket ändern
Kann mir jemand sagen welche Files genau unter /Kernel/Modules/ abgeändert werden müssen?
- 04 Dec 2018, 15:15
- Forum: General
- Topic: specific report for every agent
- Replies: 2
- Views: 2089
Re: specific report for every agent
anyone got an idea on how to solve this?
- 29 Nov 2018, 12:45
- Forum: General
- Topic: specific report for every agent
- Replies: 2
- Views: 2089
specific report for every agent
Hello, I would like to generate individual reports for every agent using the statistics module. Every agent is supposed to generate his/her own report, which displays the times he/she billed on tickets for the day. The agents are not supposed to see the times billed by other agents though. Is there ...
- 20 Nov 2018, 11:46
- Forum: General
- Topic: Split Process Ticket
- Replies: 4
- Views: 2953
Re: Split Process Ticket
Yes! I set DynamicField_ProcessManagementProcessID and DynamicField_ProcessManagementActivityID with their respective IDs in TicketCreate and now it works. Thanks a lot.
- 19 Nov 2018, 12:18
- Forum: General
- Topic: Split Process Ticket
- Replies: 4
- Views: 2953
Re: Split Process Ticket
Thanks for your answer. Not quite sure if I understand correctly what you mean. I tried adding the Dynamic Field via TicketCreate, I put DynamicField_ProcessState as key and put in the value for ProcessState I want the ticket to be at. The Split-ticket is created but it is not a process ticket and h...
- 14 Nov 2018, 13:51
- Forum: General
- Topic: Split Process Ticket
- Replies: 4
- Views: 2953
Split Process Ticket
Hello,
I am currently working on a process which includes creating split tickets using the 'TicketCreate' option. Is there any way to create a split ticket in a process which is also a process ticket?
I am currently working on a process which includes creating split tickets using the 'TicketCreate' option. Is there any way to create a split ticket in a process which is also a process ticket?
- 09 Oct 2018, 13:07
- Forum: Howtos
- Topic: Time_Accounting SQL query
- Replies: 6
- Views: 69084
Re: Time_Accounting SQL query
i'm also interested in how it would work in newer version. would be much appreciated
- 18 Sep 2018, 10:13
- Forum: General
- Topic: Application for leave process
- Replies: 4
- Views: 1959
Re: Application for leave process
Yes that did it for me!
Had to adjust 'Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicField' and 'Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicFieldGroups' in the sysconfig now it is working.
Thanks a lot.
Had to adjust 'Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicField' and 'Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicFieldGroups' in the sysconfig now it is working.
Thanks a lot.
- 18 Sep 2018, 09:09
- Forum: General
- Topic: Application for leave process
- Replies: 4
- Views: 1959
Re: Application for leave process
Thanks for the reply. I know about transition actions and I modeled everything similar to the 'Application for Leave' process. Still if an agent opens a ticket and enters the date/time of their vacation, that info is not passed on to the next step. The superior can see the new ticket and the approva...
- 13 Sep 2018, 14:00
- Forum: General
- Topic: Application for leave process
- Replies: 4
- Views: 1959
Application for leave process
Hello, I recently installed the example process 'Application for leave' via ready2adopt. I tried to rebuild this process and adjust it to our companies needs. Im having a problem passing on certain information in the first transaction though. In the 2nd step of the sample process it uses the Dynamic...