Search found 13 matches

by sansflance
17 Nov 2019, 15:13
Forum: General
Topic: Search by CustomerUser Dynamic Field
Replies: 0
Views: 22

Search by CustomerUser Dynamic Field

Hi, Is it possible to search by Dynamic Fields of Customer User in Search Screen (Clicking Magnifying Lens). Or is it possible to extract the report by Filtering based on Customer User Dynamic Fields. Please help to guide me on this as I am not able to see that in options or adding in Settings (Agen...
by sansflance
09 Sep 2019, 08:33
Forum: General
Topic: [SOLVED] Regarding ACL based on CustomerID in ticket creation form
Replies: 2
Views: 231

Re: Regarding ACL based on CustomerID in ticket creation form

Thankyou Roy, I have referred it and used config match as below. ConfigMatch: Properties: Ticket : CustomerID: - BKSG However changing config match to below resolved my problem, As i read CustomerUser refers to logged in customer user , but this is working in agent ticket creation page as well. Conf...
by sansflance
09 Sep 2019, 06:54
Forum: General
Topic: [SOLVED] Regarding ACL based on CustomerID in ticket creation form
Replies: 2
Views: 231

[SOLVED] Regarding ACL based on CustomerID in ticket creation form

Hi, I have tried to create below ACL which should work in Ticket Creation Form. My goal is after the Customer User is selected, based on the CustomerID of that customer user, values of a dynamic field dropdown should be changed. Below is my ACL and it is not working, can you please advise what am i ...
by sansflance
12 Aug 2019, 07:04
Forum: General
Topic: Report Format
Replies: 4
Views: 433

Re: Report Format

crythias wrote:
31 Jul 2019, 15:45
You'll want the queue, ticket_history_type, user, customer, ticket, ...
This might help: viewtopic.php?f=60&t=40216

But it's a bit more complicated than to expect to be completed in a free forum.
Thankyou Crythias
by sansflance
30 Jul 2019, 17:01
Forum: General
Topic: Report Format
Replies: 4
Views: 433

Re: Report Format

Thanks Crythias, Do i need to refer ticket history table only or any other pointers you can suggest to get the data. Ticket history table contains all the required items but i am not able to find the mapping. For eg: I move ticket to a queue, user locks it adds comments to it and moves to another qu...
by sansflance
30 Jul 2019, 09:33
Forum: General
Topic: Report Format
Replies: 4
Views: 433

Report Format

Hi, I would like to know if attached report is possible to extract in OTRS. Is it possible to achieve is what I want to know All the below information of a ticket should be in single row. 1. Ticket Information 2. Customer Information of the ticket. 3. Queue changes for each ticket with Locked time o...
by sansflance
15 Mar 2019, 11:44
Forum: OTRS Developers
Topic: Customer Grouping
Replies: 2
Views: 282

Re: Customer Grouping

Thankyou Crythias
by sansflance
26 Feb 2019, 16:54
Forum: OTRS Developers
Topic: How to remove otrs from URL
Replies: 3
Views: 331

Re: How to remove otrs from URL

Hi Wurzel, If i change in apache after the first request is hit to the webserver it will change the url in browser. I dont want this behaviour, i want to completely remove otrs from context.
by sansflance
25 Feb 2019, 17:06
Forum: OTRS Developers
Topic: Customer Grouping
Replies: 2
Views: 282

Customer Grouping

Hi, As i understood OTRS we can create a customer and multiple users under that customer. Lets assume customer is treated as a company and customer user is treated as a person who operates that company. Now, I want to create multiple branches under the company(customer). Branch will have its signifi...
by sansflance
25 Feb 2019, 16:56
Forum: OTRS Developers
Topic: How to remove otrs from URL
Replies: 3
Views: 331

How to remove otrs from URL

Hi,
I have a requirement to remove otrs in the URL.
http://localhost/otrs/index.pl
I want to replace the highlighted otrs in above URL with some other text like myotrs.
Please advise if it is possible, if yes how can it be achieved. I am using OTRS5.
Ok to upgrade to latest version if required.
by sansflance
25 Feb 2019, 16:48
Forum: General
Topic: Handle customer company hierarchy
Replies: 3
Views: 580

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 custome...
by sansflance
19 Dec 2018, 11:57
Forum: Help
Topic: Generic Agent - Execute Custom Module
Replies: 10
Views: 5389

Re: Generic Agent - Execute Custom Module

Thankyou Reneeb
by sansflance
19 Dec 2018, 10:27
Forum: Help
Topic: Generic Agent - Execute Custom Module
Replies: 10
Views: 5389

Re: Generic Agent - Execute Custom Module

How can we send the ticket id as a variable to custom module in GUI section. It allows to input only text.. What is the exact variable representation for the value of ticket id in below image.
.Image