Search found 10062 matches

by crythias
25 Mar 2020, 06:27
Forum: Howtos
Topic: Color a (Customer) field red
Replies: 0
Views: 58

Color a (Customer) field red

What this solves: Adding a field to Customer Company and coloring it red. Why? I needed an alert field for certain customers. The first part: alter table customer_company to add the field I needed. Up to you to do this. Backup, test, your data is your responsibility, but alter table customer_company...
by crythias
05 Mar 2020, 06:15
Forum: Help
Topic: Customer User cannot receive Email Notification
Replies: 1
Views: 120

Re: Customer User cannot receive Email Notification

I would like to make sure customer user could receive Email Notification when any state ,responsible, article and dynamic field are updated. Why? Why do you want to spam your customer on concepts that don't involve the customer? If you physically changed the location you filed his paperwork, would ...
by crythias
21 Nov 2019, 19:14
Forum: General
Topic: Customer View
Replies: 1
Views: 386

Re: Customer View

This is "Company Tickets". https://forums.otterhub.org/viewtopic.php?f=60&t=7531 Basically, customers with the same customer_id (like company) can see all of the tickets for that customer_id in the "Company Tickets" interface. To filter that, create a group and apply it to the "Company Tickets" inte...
by crythias
19 Oct 2019, 17:04
Forum: Help
Topic: Assign the service automatically
Replies: 7
Views: 294

Re: Assign the service automatically

Postmaster filter or generic agent.
by crythias
19 Oct 2019, 17:02
Forum: Help
Topic: Re send ticket with attached to an email account
Replies: 1
Views: 183

Re: Re send ticket with attached to an email account

With the attachment? You might want to filter at the email and distribution list it.
You could, also, use a notification event, but I don't think it will send the attachment with the email.
by crythias
19 Oct 2019, 16:58
Forum: General
Topic: Exchange Online / O365 : End of support for POP/IMAP
Replies: 5
Views: 841

Re: Exchange Online / O365 : End of support for POP/IMAP

wurzel wrote:
18 Oct 2019, 14:57
usually OTRS works fine with local MTA/MDA. So no need for IMAP/POP3
This is correct. Once you go procmail you probably won't even think about pop/imap. It's really easy to create an Office365 connector/rule that relays to your OTRS deployment as a smarthost. Plus you get instant tickets.
by crythias
19 Oct 2019, 16:53
Forum: Help
Topic: AutoChange Status by owner
Replies: 5
Views: 266

Re: AutoChange Status by owner

Add a Generic Agent. Give it a Job Name Optional: schedule it with Automatic execution (cleanup multiple tickets) or use Event based execution (instant/one ticket) Automatic execution - select all the times and days. Event based - Ticket OwnerUpdate Select tickets where the Owner is Admin OTRS and t...
by crythias
16 Oct 2019, 19:24
Forum: Help
Topic: AutoChange Status by owner
Replies: 5
Views: 266

Re: AutoChange Status by owner

Just as an aside, I have a scheduled Generic Agent that checks every 10 minutes if a non-closed ticket has an owner of Admin Root (Unassigned) and sets the state to New and the ticket to unlock so if someone wants to "release" the ticket, they don't really have to do much besides change the owner to...
by crythias
16 Oct 2019, 19:19
Forum: General
Topic: Send notification after Activity Dialog
Replies: 3
Views: 537

Re: Send notification after Activity Dialog

Approval would usually update a DynamicField.
*Event TicketDynamicFieldUpdate_xxxx
Dynamic Fields
xxxx [Trigger value]
by crythias
14 Oct 2019, 15:07
Forum: General
Topic: process ticket
Replies: 3
Views: 537

Re: process ticket

In GenericAgent can I create more than one job whereby all the jobs will automate different processes? One ticket = One Process. Although a single process ticket can spawn additional tickets/process/jobs. https://forums.otterhub.org/viewtopic.php?t=26905 https://forums.otterhub.org/viewtopic.php?t=...
by crythias
13 Oct 2019, 22:48
Forum: General
Topic: Two email adress in one email to OTRS.
Replies: 1
Views: 429

Re: Two email adress in one email to OTRS.

What would you want the proper operation to be? If you don't want tickets created by sending an email to one@example.com, then it did what it was supposed to do. The ticket is X-OTRS-Ignore -- one email event to rule them all. You might be able to include a negate filter (maybe) and test it for the ...
by crythias
13 Oct 2019, 22:38
Forum: Help
Topic: How to reset or remove owner of a OTRS ticket?
Replies: 7
Views: 425

Re: How to reset or remove owner of a OTRS ticket?

A ticket is in a Queue. The Queue is a member of a group. The group consists of Agents (users) that are allowed to work on tickets in that Queue. When the Ticket is locked, only the owner of the ticket (and Responsible and Watchers) will be able to get notifications of correspondence on this ticket....
by crythias
13 Oct 2019, 22:28
Forum: General
Topic: Dynamic Field Sublevel many fields issue
Replies: 3
Views: 456

Re: Dynamic Field Sublevel many fields issue

You're asking for help to make a horrible user experience. Click for the first thing. Wait for it to load. Click/drag/find the first entry in hundreds of entries Click it Get the next list/wait for it to load Click/drag/find the next entry in hundreds of entries Click it ... https://forums.otterhub....
by crythias
13 Oct 2019, 05:36
Forum: General
Topic: process ticket
Replies: 3
Views: 537

Re: process ticket

If you use the Process ticket enroll feature, the current ticket becomes a process ticket (the ActivityID and ProcessID are appended to the current ticket), which means you lose nothing. If you're mechanically creating a process ticket and linking it to the current ticket, you should be able to push...
by crythias
01 Oct 2019, 21:14
Forum: Help
Topic: Notification for Process Management
Replies: 7
Views: 1183

Re: Notification for Process Management

Please create a new thread. This one is 3 years old.
by crythias
01 Sep 2019, 20:58
Forum: General
Topic: RESOLVED - 6.0.19 => Link via Generic Interface?
Replies: 9
Views: 1110

Re: RESOLVED - 6.0.19 => Link via Generic Interface?

We have some tickets that, when received, have to be split into 3-5 additional tickets for different teams, based on field data. I cannot find anything in documentation on linking using the Generic Interface. The only forum note I found is from 2017 and states you have to have the OTRS Business Sol...
by crythias
23 Aug 2019, 20:44
Forum: Help
Topic: "Note External" menu for specific group agents...
Replies: 1
Views: 172

Re: "Note External" menu for specific group agents...

Not really "simpler" unless "pay attention to what you're doing" makes sense and default to note internal or external.
by crythias
05 Aug 2019, 21:23
Forum: General
Topic: [SOLVED] Prevent reopening of old tickets
Replies: 12
Views: 866

Re: Prevent reopening of old tickets

I think it's either the numeric order in the .xml to register it or the ABC order in general.
by crythias
05 Aug 2019, 00:36
Forum: Help
Topic: Customer user does not need to see "company tickets"
Replies: 1
Views: 216

Re: Customer user does not need to see "company tickets"

Enable customer group support and set only the supervisor as members, and the group to the company tickets in System Config.

viewtopic.php?t=7531
by crythias
05 Aug 2019, 00:31
Forum: General
Topic: [SOLVED] Prevent reopening of old tickets
Replies: 12
Views: 866

Re: Prevent reopening of old tickets

Simpler? I'm not sure what queue moves mean to your metrics. You're asking if it's simpler for database queries to be done for (an old) ticket before (during) processing of an incoming update to a ticket, rather than archive a ticket. No, you'd have to program it. Or react to it via Generic Agent, s...
by crythias
31 Jul 2019, 16:05
Forum: Help
Topic: 24h email
Replies: 7
Views: 310

Re: 24h email

Alternatively (?) a queue that holds after hours new tickets with the appropriate notification.
Untested. Postmaster Filter may be necessary.
by crythias
31 Jul 2019, 16:01
Forum: Help
Topic: different customer_ID
Replies: 2
Views: 350

Re: different customer_ID

Hi :) Take a look at this: viewtopic.php?f=60&t=7531
by crythias
31 Jul 2019, 15:59
Forum: Help
Topic: Email Weirdness
Replies: 8
Views: 589

Re: Email Weirdness

Make sure Google is allowing the send from/send as the configured sending user. It may need updated/proper credentials. Or use a different smarthost.
by crythias
31 Jul 2019, 15:50
Forum: General
Topic: Allow reopening for a state of type closed
Replies: 1
Views: 403

Re: Allow reopening for a state of type closed

Hint number 1: this functionality is Queue based.
Hint number 2: create a queue that has that functionality and move the ticket to that queue.
by crythias
31 Jul 2019, 15:45
Forum: General
Topic: Report Format
Replies: 4
Views: 547

Re: Report Format

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.
by crythias
31 Jul 2019, 15:43
Forum: General
Topic: Integration OTRS + AD to create users
Replies: 10
Views: 910

Re: Integration OTRS + AD to create users

And if you must build it, you're halfway to data entry directly into AD anyway. The PowerShell interface that puts the data into AD can be fed to OTRS at the same time if you wish... https://docs.microsoft.com/en-us/powershell/module/addsadministration/new-aduser?view=win10-ps In fact, I have creat...
by crythias
30 Jul 2019, 15:20
Forum: General
Topic: Report Format
Replies: 4
Views: 547

Re: Report Format

You'd need some moderate to advanced database query skills to convert rows (queue changes) and locked changes to columns. (Do a search for rows to columns) And up to 10 Queues swapping for a ticket? Maybe you're using Queues sub-optimally. The OTRS schema is available at https://ftp.otrs.org/pub/otr...
by crythias
30 Jul 2019, 07:42
Forum: General
Topic: [SOLVED] Prevent reopening of old tickets
Replies: 12
Views: 866

Re: Prevent reopening of old tickets

Another option, perhaps: Creating an "Archive" queue.
Generic agent: Ticket closed more than X days ago, move to Archive queue. This queue doesn't allow followup: possible.

Test before production.
by crythias
30 Jul 2019, 07:36
Forum: General
Topic: Integration OTRS + AD to create users
Replies: 10
Views: 910

Re: Integration OTRS + AD to create users

So in this case I am trying to automate the process of creating users in AD through OTRS, so the Analyst doesn't have to go to AD to create them. Because this is a very recurring demand in the company where I work, and sometimes is causing bottlenecks. Therefore, I would like OTRS to take the user ...
by crythias
25 Jul 2019, 21:19
Forum: General
Topic: Issue with merge tickets and reporting
Replies: 3
Views: 851

Re: Issue with merge tickets and reporting

You should ignore merged state in your ticket search.
by crythias
25 Jul 2019, 21:17
Forum: General
Topic: Integration OTRS + AD to create users
Replies: 10
Views: 910

Re: Integration OTRS + AD to create users

Just a thought: if you have an external (Active Directory) back end, you don't need to "create" users (customers?) and you can map AD Attributes to CustomerUser fields. It works rather seemlessly, almost by default.

CustomerGroupsAlwaysGroups is another hint.

It's pretty slick with Apache SSO, too.
by crythias
30 May 2019, 07:38
Forum: Help
Topic: Error: Data was only readable pure-perl YAML module every time trying to deploy any change on SysConfig
Replies: 4
Views: 437

Re: Error: Data was only readable pure-perl YAML module every time trying to deploy any change on SysConfig

Just another bit ... It's likely trying to read a config file that has invalid syntax. make sure you have a backup of your Config Files folder. You may try rebuilding config from command line. If you're sure you've got a good backup and if you're adventurous, find the file that has that information ...
by crythias
29 May 2019, 16:51
Forum: Help
Topic: Change Dashboard colour
Replies: 2
Views: 248

Re: Change Dashboard colour

better: create your own .css file and add it in the sysconfig.
by crythias
29 May 2019, 16:43
Forum: Help
Topic: Problem with Locked Ticket Follow-Up (message log)
Replies: 2
Views: 203

Re: Problem with Locked Ticket Follow-Up (message log)

I'm not familiar with a "blocked" ticket ... I wonder if there's a setting or add-on that is enabled to prevent followups.
by crythias
29 May 2019, 16:12
Forum: General
Topic: The database relation between Dynamic Fields and tickets in OTRS 6
Replies: 4
Views: 552

Re: The database relation between Dynamic Fields and tickets in OTRS 6

otrs-dynamicfield6.png This is from v6 schema png dynamic_field_value.object_id is the ticket id or the article id dynamic_field_value.value_text, value_date or value_int is the value of the field related to the dynamic_field.field_type dynamic_field.name is the shortname/fieldname (DynamicField_na...
by crythias
29 May 2019, 15:51
Forum: General
Topic: Two-factor authentication and USB-token
Replies: 2
Views: 405

Re: Two-factor authentication and USB-token

Right now, the built-in 2FA time based OTP is Google Auth.
The Yubico Authenticator app can be used to provide the OTP code while inserted.

Unfortunately, it doesn't currently interact with the USB key's own OTP.
by crythias
22 May 2019, 06:34
Forum: General
Topic: OTRS update 5 to 6 issue
Replies: 1
Views: 355

Re: OTRS update 5 to 6 issue

I don't have enough information to be able to fix. The short answer appears to be that the column "Subject" is not being filled with a value. The columns that are filled are: name, valid_id, comments, create_by, create_time, change_by, change_time "Subject" is missing, and (apparently) according to ...
by crythias
13 May 2019, 23:24
Forum: Help
Topic: Some Email Addresses Not to Receive Auto Response
Replies: 2
Views: 346

Re: Some Email Addresses Not to Receive Auto Response

Use Postmaster filter and set x-otrs-loop 1
by crythias
13 May 2019, 23:19
Forum: General
Topic: solved: Ticket Reply always adds creation timestamp in ticket history
Replies: 7
Views: 685

Re: Ticket Reply always adds creation timestamp in ticket history

oh ... By the way, if you reply to the article, you're going to reply to the timestamp of the article. So, yes, this is the same as if you hit reply on a year-old email. It would say, "On that time, a year ago, the year-old article, written at that date and time, said:" You wouldn't expect the date/...
by crythias
13 May 2019, 15:32
Forum: General
Topic: solved: Ticket Reply always adds creation timestamp in ticket history
Replies: 7
Views: 685

Re: Ticket Reply always adds creation timestamp in ticket history

if you feel it's a bug, submit it, but also look to updating to the most recent release of otrs v6 just in case this issue has been reported and repaired.
by crythias
12 May 2019, 17:18
Forum: OTRS Developers
Topic: [SOLVED] Help to configure development environment in otrs 6.0.15
Replies: 2
Views: 496

Re: Help to configure development environment in otrs 6.0.15

The public facing documentation, along with the code itself, is what is generally available to you. https://doc.otrs.com/doc/manual/developer/6.0/en/html/index.html This forum has some documentation on how to do some things. When you ask about developing your own modules, it really depends on what y...
by crythias
11 May 2019, 07:08
Forum: Help
Topic: XML in otrs 6
Replies: 5
Views: 343

Re: XML in otrs 6

Based upon https://github.com/OTRS/otrs/blob/59e794f5a94d9a5fd5612a461affe6c916fc98ef/Kernel/Config/Files/XML/Ticket.xml#L7506 the top part of your xml file might look like: <?xml version="1.0" encoding="UTF-8"?> <otrs_config init="Application" version="2.0"> <Setting Valid="1" Required="0" Name="Fr...
by crythias
11 May 2019, 06:46
Forum: General
Topic: Template permissions in OTRS 6.0.17
Replies: 2
Views: 428

Re: Template permissions in OTRS 6.0.17

Create and populate a group with such users.

Edit Config Settings in Ticket → Frontend::Admin::ModuleRegistration
Frontend::Module###AdminTemplate

Under Group, add (click [+]) for a blank entry and type the group name.

Save/deploy.
by crythias
11 May 2019, 06:37
Forum: General
Topic: Process Management: Article Field Generating Ticket
Replies: 7
Views: 614

Re: Process Management: Article Field Generating Ticket

Probably process management, especially if your process management is generating the ticket.
by crythias
11 May 2019, 06:35
Forum: Help
Topic: Auto assign CustomerID when creating new mail ticket
Replies: 6
Views: 531

Re: Auto assign CustomerID when creating new mail ticket

If I send an email to someone who hasn't a CustomerID and this person happen to reply to this email, it doesn't create that CustomerID. This makes sense. They didn't create a ticket. This is just an add to an existing ticket. My OTRS setting PostMaster::NewTicket::AutoAssignCustomerIDForUnknownCust...
by crythias
03 May 2019, 23:45
Forum: General
Topic: Statistics
Replies: 1
Views: 260

Re: Statistics

That worked for me when I ran it...
Create 03/01/2019 - 03/31/2019
Closed 04/01/2019 - 04/30/2019

You have to run it.
by crythias
03 May 2019, 23:33
Forum: General
Topic: Process Management: Article Field Generating Ticket
Replies: 7
Views: 614

Re: Process Management: Article Field Generating Ticket

Notifications follow the rules of ticket/article followups. If you don't want it to create a notification, you will need to either set a field that doesn't make the critieria work, or adjust the notification criteria to ignore based upon the article data. Also, you may wish to include some data in B...
by crythias
03 May 2019, 23:22
Forum: Help
Topic: Auto assign CustomerID when creating new mail ticket
Replies: 6
Views: 531

Re: Auto assign CustomerID when creating new mail ticket

OTRS is not intended to be a mass mailer.
To the point of this thread, there is no issue to send an email to a person that does not exist within OTRS. If they reply, they'll do your work for you.
by crythias
23 Apr 2019, 20:59
Forum: Help
Topic: Can't call method "Delta"
Replies: 3
Views: 354

Re: Can't call method "Delta"

The line in question: my $Delta = $TicketCreatedDTObj->Delta( DateTimeObject => $Kernel::OM->Create('Kernel::System::DateTime') ); It can't do ->Delta on an undefined object. This means $TicketCreatedDTObj is undefined. $TicketCreatedDTObj is based upon: my $TicketCreatedDTObj = $Kernel::OM->Create(...