Search found 28 matches

by drodralv
22 Jan 2020, 11:12
Forum: General
Topic: Updating to OTRS 7 (SO update required?)
Replies: 5
Views: 83

Re: Updating to OTRS 7 (SO update required?)

Thank you Roy! always helpful 8)
by drodralv
20 Jan 2020, 18:48
Forum: General
Topic: Updating to OTRS 7 (SO update required?)
Replies: 5
Views: 83

Updating to OTRS 7 (SO update required?)

Hello, we are about to upgrade to otrs 7 and we right now are using Centos 6.7 I know about some software requirements https://doc.otrs.com/doc/manual/installation/stable/en/content/index.html# but im not sure about the SO. One OTRS tech guy said that Perfl 5.16 means Centos 7 or higher, what do you...
by drodralv
27 Dec 2019, 13:05
Forum: Ayuda
Topic: Gestión de Procesos
Replies: 1
Views: 368

Re: Gestión de Procesos

Hola Silvina, Imagino que el manual de administrador te podría guíar en ello. Te voy a explicar un poco de manera general como funcionan los procesos. Las actividades son las etapas, los pasos de todos los procesos. Dentro de las cuales tenemos diálogos de actividad, que son básicamente los botones ...
by drodralv
18 Dec 2019, 11:19
Forum: Help
Topic: Change the date format
Replies: 3
Views: 277

Re: Change the date format

Hello! I have different problems with the date and i tried different ways to modify it. Número #2019121800000258 Data de creación 12/18/2019 10:05 Asunto Servizo Proxy One problem is using in notifications the tag reference <OTRS_TICKET_Created> . I want to switch days and months and i dont know how...
by drodralv
12 Dec 2019, 11:02
Forum: OTRS Developers
Topic: Text with break lines becomes \r \n
Replies: 1
Views: 197

Text with break lines becomes \r \n

Hello, We have implemented web interface connecting via REST to OTRS. We have now the problem that when an user is pasting values with breaklines, that becomes for example "Support\r\nAvailable" in OTRS. However, using OTRS customer interface, that is correctly entered within the ticket information ...
by drodralv
28 Nov 2019, 18:19
Forum: Help
Topic: Avoid auto owner assignment
Replies: 2
Views: 136

Re: Avoid auto owner assignment

Hi Flo,

That is one solution i though about, that people performing actions to a ticket, will unlock manually the ticket once they will want to make it available for the team.

The option you said sounds great.

Thank you a lot Flo!
by drodralv
28 Nov 2019, 17:59
Forum: Help
Topic: Choose responsible from all the possible list
Replies: 1
Views: 108

Choose responsible from all the possible list

Hello, We would like to know whether will be the possibility to choose a responsible for a ticket from all the agent list and not only the ones that are part of the ticket´s queue (what i think is happening). I saw in internet that there is a additional feature "Queue responsible" so you can set a R...
by drodralv
27 Nov 2019, 16:36
Forum: Help
Topic: Avoid auto owner assignment
Replies: 2
Views: 136

Avoid auto owner assignment

Hello! In our company we use differente queues(different teams dealing with different type of requests). Sometimes, some supervisor or people responsible is entering into the ticket and updating some details, using "Classify" option. For that reason, that person is updated as Owner and we would like...
by drodralv
20 Nov 2019, 10:49
Forum: General
Topic: Issue with merge tickets and reporting
Replies: 3
Views: 679

Re: Issue with merge tickets and reporting

Hi guys, I thought would be good to use the same post. Whenever a ticket is merged to another one, that ticket linked as child and set as merged state, should be disregard, right? As i see, when a ticket is merged, that with merged state will transfer the articlets to the parent ticket, having all i...
by drodralv
12 Nov 2019, 16:57
Forum: Help
Topic: Auto reply for tickets on closed state
Replies: 0
Views: 424

Auto reply for tickets on closed state

Hello guys! I could not find anywhere details about what exactly auto reject type of auto responses is working. My idea is to send an automatic reply to the reply emails to an already closed ticket. What i have set for now is the option of NotificationFollowUp email sent to the Customer of the ticke...
by drodralv
08 Nov 2019, 10:43
Forum: Help
Topic: Permissions to delete Config Item
Replies: 4
Views: 278

Re: Permissions to delete Config Item

Thank you Roy! It´s clear now! :)

Will be possible to track whether a CI was deleted? Will be saved somewhere in a log?

Thank you
by drodralv
28 Oct 2019, 17:42
Forum: ¿Cómo lo hago?
Topic: Usar valor de un ticket hijo a otro, o al ticket padre
Replies: 0
Views: 333

Usar valor de un ticket hijo a otro, o al ticket padre

Hola, Me gustaría saber si es posible para un ticket hijo configurar un valor en algún campo que será visible en el ticket padre o al menos en un ticket hijo nuevo que siga el procesodel ticket padre. Por ejemplo, en el primer ticket hijo, se define un valor para un campo. Ese campo será incluido en...
by drodralv
28 Oct 2019, 17:34
Forum: Help
Topic: Use child ticket value for parent ticket
Replies: 2
Views: 133

Use child ticket value for parent ticket

Hello, I would like to know whether will be possible for a child ticket to set a value somewhere that will be visible for the parent ticket or at least when the next child ticket will be created. For example in the first child ticket, the owner will be setting a dynamic field value somehow to "11223...
by drodralv
28 Oct 2019, 16:17
Forum: Help
Topic: Permissions to delete Config Item
Replies: 4
Views: 278

Re: Permissions to delete Config Item

Hi Roy,

Sorry for the delay.

So if a group has a role with rw permissions, that means that any agent part of that group will be able to delete CIs??

I did´nt understand the part of General Catalog? I´m sorry

Thank you!
by drodralv
24 Oct 2019, 10:06
Forum: General
Topic: Keep OTRS format from article to email notification
Replies: 0
Views: 541

Keep OTRS format from article to email notification

Good morning,

I would like to know whether will be a possibility to keep the OTRS article format when sending a notification email.

We would be using tag <OTRS_AGENT_BODY[6000]> . Our article would have some bold text and we would like to keep it in the email.

Any idea?

Thank you
by drodralv
24 Oct 2019, 10:03
Forum: General
Topic: Mantener formato de OTRS en notificación externa
Replies: 0
Views: 499

Mantener formato de OTRS en notificación externa

Buenos días, Me gustaría preguntar si saben de la opción de mantener el formato de un artículo en OTRS cuando se envié via email. Usaríamos en este caso el tag <OTRS_AGENT_BODY[6000]> . En nuestro artículo habría zonas en negrita y es lo que nos gustaría que mantuviese el email. ¿Alguna idea? Gracias
by drodralv
09 Oct 2019, 17:27
Forum: Help
Topic: Permissions to delete Config Item
Replies: 4
Views: 278

Permissions to delete Config Item

Hello, I would like to know which role or group is able to delete Config Items. I have found ITSMConfigItem::Permission::Class###010-ClassGroupCheck and ITSMConfigItem::Permission::Item###010-ItemClassGroupCheck in the section "ITSM Configuration Management -> Core::ITSMConfigItem" Is anything saved...
by drodralv
08 Oct 2019, 18:14
Forum: Help
Topic: Character limit while sending an email to OTRS occured a line break
Replies: 3
Views: 151

Re: Character limit while sending an email to OTRS occured a line break

Hi,

Thank you for your answer.

We are using the body of the email to filter the tags ## and then set that value found as X-OTRS-Queue or whatever we want to.
by drodralv
08 Oct 2019, 16:07
Forum: Help
Topic: Character limit while sending an email to OTRS occured a line break
Replies: 3
Views: 151

Character limit while sending an email to OTRS occured a line break

Hi! While sending an email to OTRS, we add some tags so the mail incoming filter is setting up accordingly some queues and services for the ticket. Whenever the whole line is very long, about 78 characters, the line breaks so the OTRS is not reading properly the service (in this case, sometimes also...
by drodralv
08 Oct 2019, 16:01
Forum: Ayuda
Topic: Corte de línea al recibir email provoca error de selección de servicio
Replies: 0
Views: 262

Corte de línea al recibir email provoca error de selección de servicio

Buenos días, Tenemos configurado que a la hora de recibir emails, si incorporan unas etiquetas en el cuerpo del mismo, OTRS crea un ticket asignando esas etiquetas a diferentes componentes del ticket. Como ejemplo: #Servizo:(.*)# Todo lo que haya en esa etiqueta se asignaría a X-OTRS-Service en el t...
by drodralv
08 Oct 2019, 10:14
Forum: Help
Topic: How customer user information is updated from Active Directory?
Replies: 5
Views: 180

Re: How customer user information is updated from Active Directory?

It was finally updated, correct.
If that cache will be refreshed every 24 hours, will be possible to know at what exactly time?

Thank you
by drodralv
08 Oct 2019, 09:54
Forum: General
Topic: Servicios Web usando Community 6?
Replies: 4
Views: 249

Re: Servicios Web usando Community 6?

Hola fcasal,

Muchas gracias por tu respuesta. Vamos a echarle un ojo a esas webs.

Coincido en que no hay nada como probar la aplicación :)
by drodralv
08 Oct 2019, 08:45
Forum: Help
Topic: How customer user information is updated from Active Directory?
Replies: 5
Views: 180

Re: How customer user information is updated from Active Directory?

Hi,

Thank you for your reply.

So imagine that the job position for that person has changed. When will be that visible in OTRS? I have received information that the changes are updated in OTRS within minutes...hours... but i could not find where is that set up.

Any ideas?

Thank you.

David
by drodralv
07 Oct 2019, 16:19
Forum: Help
Topic: How customer user information is updated from Active Directory?
Replies: 5
Views: 180

How customer user information is updated from Active Directory?

Hi, Do you guys know where is set the time that is refreshed the customers information from Active Directory? I see something like this: # cache time to live in sec. - cache any ldap queries CacheTTL => 60 * 60 * 24, But not sure if it is what i´m looking for. Any tracking log file where i could see...
by drodralv
07 Oct 2019, 13:32
Forum: General
Topic: Servicios Web usando Community 6?
Replies: 4
Views: 249

Re: Servicios Web usando Community 6?

Gracias por tu respuesta. Eso sería Community? Incluyendo los siguientes?: OTRSAdminTypeServices OTRSCacheMemcachedFast OTRSCICustomSearch OTRSDashboardNewsWidget OTRSDynamicFieldConfigItem OTRSGenericInterfaceInvokerEventFilter OTRSGenericInterfaceInvokerTicket OTRSHideShowDynamicFields OTRSMasterS...
by drodralv
07 Oct 2019, 10:45
Forum: General
Topic: Web Services in Community version
Replies: 3
Views: 400

Re: Web Services in Community version

Thank you for your answer.

Will be possible to pay only for some additional features to the Community edition?
by drodralv
07 Oct 2019, 10:21
Forum: General
Topic: Servicios Web usando Community 6?
Replies: 4
Views: 249

Servicios Web usando Community 6?

Hola a todos, Actualmente tenemos instalada la versión 5.0.38 y nos gustaría hacer el upgrade a la Community 6. Me gustaría preguntar si sería posible usar las mismas funcionalidades que tenemos ahora mismo o podríamos quizá añadir algún complemento adicional a nuestra instalación de Community. Si n...
by drodralv
07 Oct 2019, 10:18
Forum: General
Topic: Web Services in Community version
Replies: 3
Views: 400

Web Services in Community version

Hi everybody, We have right now OTRS 5.0.38 and would like to upgrade to Community 6. I would like to ask if we would be able to use the same features we have right now or will be any option of using Community + some additional addon. Otherwise, should we have to pay for licensed OTRS 6/7? We are sp...