Search found 189 matches
- 23 Apr 2014, 12:31
- Forum: Help
- Topic: Editing Criticality and Impact
- Replies: 4
- Views: 4421
Re: Editing Criticality and Impact
So.. I figured out that the Dynamic Field entries need to supply the key that maps to the id value in the General Catalog table. In my installation, ITSM::Core::Impact values are 6, 7, 8, 9, 10 for 1 -5 repsectively. This means that in Dynamic Fields, I need the following mappings for the Impact fie...
- 23 Apr 2014, 11:46
- Forum: Help
- Topic: Editing Criticality and Impact
- Replies: 4
- Views: 4421
Re: Editing Criticality and Impact
-- bump -- Still facing this issue - anyone have a solution? If I go into these tickets and open the Priority edit screen, then save, sensible values are then stored in the ticket. The issue seems to be due to the way the Customer New Ticket screen is inserting the values in the first place. This sc...
- 22 Apr 2014, 15:43
- Forum: Help
- Topic: SLA not showing in Customer Ticket Message
- Replies: 3
- Views: 2063
Re: SLA not showing in Customer Ticket Message
Oops - my bad! I had (some long time ago) hidden the SLA via Ticket -> Frontend::Customer::Ticket::ViewNew (Ticket::Frontend::CustomerTicketMessage###SLA)
- 22 Apr 2014, 14:49
- Forum: Help
- Topic: SLA not showing in Customer Ticket Message
- Replies: 3
- Views: 2063
Re: SLA not showing in Customer Ticket Message
I have 3 SLAs defined, one of which is called "default" which is mapped to all services.crythias wrote:can you confirm the SLA is actually assigned?
When I open the CustomerTicketMessage page (as a customer), the SLA drop down is not displayed, even after I have selected a service.
- 22 Apr 2014, 13:11
- Forum: Help
- Topic: SLA not showing in Customer Ticket Message
- Replies: 3
- Views: 2063
SLA not showing in Customer Ticket Message
I have Service and SLA enabled in OTRS 3.2.11, yet although the Service field is shown in a customer ticket, the SLA field is not.
I checked CustomerTicketMessage.dtl and it is unaltered from the original.
I checked CustomerTicketMessage.dtl and it is unaltered from the original.
- 04 Feb 2014, 17:47
- Forum: Help
- Topic: Setting timezone for sub-hour offsets - e.g. India UTC +5:30
- Replies: 4
- Views: 2684
Re: Setting timezone for sub-hour offsets - e.g. India UTC +
Ok thanks - I'll give this a go.
- 04 Feb 2014, 15:38
- Forum: Help
- Topic: Setting timezone for sub-hour offsets - e.g. India UTC +5:30
- Replies: 4
- Views: 2684
Re: Setting timezone for sub-hour offsets - e.g. India UTC +
Ok... is there a way to do that *does* involve hacking the perl scripts underneath?
- 04 Feb 2014, 14:16
- Forum: Help
- Topic: Setting timezone for sub-hour offsets - e.g. India UTC +5:30
- Replies: 4
- Views: 2684
Setting timezone for sub-hour offsets - e.g. India UTC +5:30
I am trying to create Calendar for our Offshore support team in India. Their Timezone is UTC +5:30. Unfortunately, Framework -> Core::Time::Calendarn will only allow timezone offset to be whole hours.
Is there a way to extend this without having to hack the perl scripts underneath?
Is there a way to extend this without having to hack the perl scripts underneath?
- 29 Jan 2014, 13:05
- Forum: Help
- Topic: Editing Criticality and Impact
- Replies: 4
- Views: 4421
Re: Editing Criticality and Impact
Ok, I feel I've got somewhere along the way. To activate the Impact drop-down in the Customer New Ticket screen, go to Admin->SysConfig->Ticket::Frontend::CustomerTicketMessage###DynamicField and create a new entry with Key: TicketFreeText14 and Value: 1 (and make sure the box is ticket to the left ...
- 29 Jan 2014, 11:55
- Forum: Help
- Topic: Editing Criticality and Impact
- Replies: 4
- Views: 4421
Editing Criticality and Impact
A bit of context: I used to use OTRS + ITSM way back in version 2.x, so my experience of 3.x so far is only with the standalone version. Q1: Where do I edit the Criticality and Impact values, other than in the database directly? I'd like to reduce the Criticality <-> Impact <-> Priority matrix to a ...
- 27 Jan 2014, 16:05
- Forum: Help
- Topic: Hardcoded CustomerID?
- Replies: 2
- Views: 1828
Re: Hardcoded CustomerID?
I'll try it out and see what happens. Thanks for the suggestion.
- 22 Jan 2014, 19:04
- Forum: Help
- Topic: Hardcoded CustomerID?
- Replies: 2
- Views: 1828
Hardcoded CustomerID?
Is there any way I can hard code the CustomerID in Kernel/Config.pm, rather than using an LDAP attribute? I'm asking this because the company where I'm currently supporting OTRS, does not fill in the Company field (in Actigve Directory) for everyone - for employees, it can be variations on the compa...
- 29 Oct 2013, 19:09
- Forum: Help
- Topic: Default groups/services for LDAP customers
- Replies: 0
- Views: 953
Default groups/services for LDAP customers
I've just recently set up a new OTRS system after a long break from OTRS, so I'm a bit rusty... I've got a bunch of potential customers in Active Directory, and I've configured OTRS to have them authenticate successfully. The problem I have at present is that the settings for default groups and defa...
- 29 Oct 2013, 18:34
- Forum: Help
- Topic: User Limit for Customers
- Replies: 4
- Views: 7771
Re: User Limit for Customers
Ah ok - I see I may be approaching a problem in the wrong way then.
The 1,000 user limit is preventing me from easily adding all users to a particular group or service.
Is there a safe way to do this through the UI, or is SQL a better approach?
The 1,000 user limit is preventing me from easily adding all users to a particular group or service.
Is there a safe way to do this through the UI, or is SQL a better approach?
- 28 Oct 2013, 16:26
- Forum: Help
- Topic: User Limit for Customers
- Replies: 4
- Views: 7771
Re: User Limit for Customers
bump - can anyone explain the 1,000 user limit?
- 28 Oct 2013, 13:58
- Forum: Help
- Topic: Selective processing of emails - is this possible?
- Replies: 3
- Views: 1597
Selective processing of emails - is this possible?
As we all know, OTRS is normally configured to point to a dedicated support email account, whereupon it can convert all emails into support tickets or follow-ups. However, where it's not possible to have a dedicated email account, is it possible to have OTRS process emails based on certain rules and...
- 14 Oct 2013, 17:20
- Forum: Help
- Topic: User Limit for Customers
- Replies: 4
- Views: 7771
User Limit for Customers
Hi, I'm having an issue with Customers authenticated and authorised via LDAP; namely that there seems to be a limit on how many customers can be displayed in the Web UI. The problem is that LDAP users don't seem to be associated with any groups (even after configuring Frontend::Customer>CustomerGrou...
- 01 Feb 2012, 14:17
- Forum: Help
- Topic: Turning Template buttons into a drop-down list?
- Replies: 0
- Views: 939
Turning Template buttons into a drop-down list?
I've been using the (slightly hidden) option in AgentTicketPhone.dtl and AgentTicketEmail.dtl where you can add template buttons that will then populate the rest of the form data for you. However, once you've got a handful of those buttons, it can look rather ugly, and I need 20 of these things. I t...
- 01 Feb 2012, 09:13
- Forum: Help
- Topic: Problem writing to the RichText box with JavaScript
- Replies: 0
- Views: 994
Problem writing to the RichText box with JavaScript
I've been trying out the modifications suggested in http://forums.otrs.org/viewtopic.php?f=60&t=8032 for Agent Email/Phone Tickets, but have immediately run into problems (in a brand new installation of OTRS 3.0.11) when running lines like: document.compose.RichText.value = 'Some Text'; I get a ...
- 31 Jan 2012, 21:55
- Forum: General
- Topic: Ticket template based on selected Service
- Replies: 4
- Views: 2675
Re: Ticket template based on selected Service
... and if I switch off the RichText editor in Framework -> Core::Web... I can populate both Subject and Body with: case "1": document.compose.Subject.value = "Text for Service 1"; document.compose.RichText.value = "Service 1 Values<br>more text"; break; Although it pri...
- 31 Jan 2012, 21:36
- Forum: General
- Topic: Ticket template based on selected Service
- Replies: 4
- Views: 2675
Re: Ticket template based on selected Service
Hmmm, it seems to work when I change the lines to document.compose.Subject.value = "Text for Service 1";
So it seems that RichText is not the right name when applying this to AgentTicketPhone.dtl or AgentTicketEmail.dtl (and I didn't mention that in the OP... apologies for that).
So it seems that RichText is not the right name when applying this to AgentTicketPhone.dtl or AgentTicketEmail.dtl (and I didn't mention that in the OP... apologies for that).
- 31 Jan 2012, 20:20
- Forum: General
- Topic: Ticket template based on selected Service
- Replies: 4
- Views: 2675
Re: Ticket template based on selected Service
My OTRS skills are a bit rusty - I tried the following, but it doesn't seem to populate the body text area as I was expecting: $('#ServiceID').bind('change', function (Event) { Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'ServiceID', ['NewUserID', 'NewResponsibleID', 'NextStateID', 'Pri...
- 31 Jan 2012, 01:36
- Forum: General
- Topic: Ticket template based on selected Service
- Replies: 4
- Views: 2675
Ticket template based on selected Service
I'm looking into the possibility of having the Subject and Body of a ticket populated with text after selecting a particular Service. In my set-up, the list of services is in turn only populated after selecting a customer name. At this point in the source, I see this is a simple HTML select tag with...
- 10 Mar 2011, 15:29
- Forum: Help
- Topic: Unable to grant read-only access to queue
- Replies: 7
- Views: 6901
Re: Unable to grant read-only access to queue
Queue View and Dashboard are designed for RW permission, so this is not a bug.. Ah. That's disappointing, as we have some senior managers who want to be able to log in and view various queues with no rw permissions at all. This means that their default screen will always be an empty dashboard and t...
- 10 Mar 2011, 12:54
- Forum: Help
- Topic: Unable to grant read-only access to queue
- Replies: 7
- Views: 6901
Re: Unable to grant read-only access to queue
Seems that this is a bug - Status View and Escalation View both show tickets as you would expect. Dashboard and Queue View show nothing, despite the user having chosen queues in their "My Queues" preferences.
- 10 Mar 2011, 12:01
- Forum: Help
- Topic: Unable to grant read-only access to queue
- Replies: 7
- Views: 6901
Unable to grant read-only access to queue
Here's a strange one - I have an agent who only wants read-only access to a single queue; so I set up a new role that only has the "ro" box check, and then add that agent to the new role. But when I log in as that user, the dashboard is empty - no tickets and the parentheses that should in...
- 09 Mar 2011, 16:30
- Forum: Help
- Topic: Can we login OTRS by Active Directory Account ?
- Replies: 4
- Views: 2751
Re: Can we login OTRS by Active Directory Account ?
I can also vouch for ActiveDirectory support - works for both agents and customers, and you can have a mixture of some customers authenticating via AD an other via a simple OTRS account.
- 09 Mar 2011, 12:08
- Forum: Help
- Topic: Change Customer Navigation bar?
- Replies: 5
- Views: 3342
Re: Change Customer Navigation bar?
In 3.0.5, the default config seems to be 6 buttons and nothing to drop down(?) What would you have grouped (or, what am I missing?) I've been adding some template "new ticket" options, such as a "New Firewall Change Request" which pre-populates the ticket type, Service,SLA, Subj...
- 08 Mar 2011, 16:02
- Forum: Help
- Topic: Change Customer Navigation bar?
- Replies: 5
- Views: 3342
Change Customer Navigation bar?
Has anyone had any success getting the Customer Navigation bar to group entries in the same way as the Agent nav bar (i.e. drop down list of options under Ticket, FAQ, etc)? I've tried crudely hacking some of AgentNavigationBar.dtl into CustomerNavigationBar.dtl, and then setting the NavBar field in...
- 03 Feb 2011, 19:01
- Forum: Help
- Topic: [SOLVED] Problem after upgrade to 3.0.4
- Replies: 3
- Views: 1904
Re: Problem after upgrade to 3.0.4
Did you run otrs.RebuildConfig.pl after upgrading?
- 03 Feb 2011, 18:33
- Forum: Help
- Topic: QueueIDs bug
- Replies: 13
- Views: 4642
Re: QueueIDs bug
I think he's probably categorizing sets of queues. Although, perhaps subqueues might mitigate some of that, if the entire Queue::SubQueue structure showed instead of the queuename only. This would be nice, but I don't see much evidence in OTRS to show that sub queues in any way 'belong' or 'relate ...
- 03 Feb 2011, 18:02
- Forum: Help
- Topic: QueueIDs bug
- Replies: 13
- Views: 4642
Re: QueueIDs bug
I just want to customize my dashboard to see a quick view of everything I'm interested in. The My Views/All is a very limited choice. From what I've seen, it seems like I could create my on dashboard module. Is that possible? Are there instructions somewhere? It's a bit tricky to answer this withou...
- 03 Feb 2011, 15:05
- Forum: Help
- Topic: SMTP. mail setup for Exchange 2007
- Replies: 4
- Views: 2650
Re: SMTP. mail setup for Exchange 2007
Dear crythias , What I mean by forward is that OTRS sends mails through Ms Exchange 2007 to users or administrators. This is not happening either when I create a ticket or close a ticket. Please help. Regards, Davis M Onsakia How did you create the ticket? If it was via the "Phone Ticket"...
- 03 Feb 2011, 14:53
- Forum: Help
- Topic: QueueIDs bug
- Replies: 13
- Views: 4642
Re: QueueIDs bug
http://forums.otrs.org/viewtopic.php?f=53&t=6351 seems to indicate that the second value may be ignored, but required. If you want to specify specific queues, you'll want to have them selected in your preferences in "My Queues". That particular bug was fixed in 3.0.4 - for any of the ...
- 03 Feb 2011, 14:48
- Forum: Help
- Topic: QueueIDs bug
- Replies: 13
- Views: 4642
Re: QueueIDs bug
It's by design that you can (actually must) specify multiple queue ids, but only use one? We use the QueueIDs to organize open tickets into multiple dashlets. And unfortunately, this is not what they were primarily designed for. Dashlets can be customised, yes, but if you start trying to specify qu...
- 03 Feb 2011, 14:38
- Forum: Help
- Topic: Custom dashlet
- Replies: 1
- Views: 1843
Re: Custom dashlet
Yes, look in the API documentation for Kernel::System::Ticket (in the left-hand panel) and then the method TicketSearch() in the main panel. In there you will find the attributes you can use, as well as the valid SortBy/OrderBy values. As I mentioned in another of your posts, using Queue names/IDs i...
- 03 Feb 2011, 14:28
- Forum: Help
- Topic: QueueIDs bug
- Replies: 13
- Views: 4642
Re: QueueIDs bug
It's more by design than a bug. The dashlet views ("Locked", "My Queues" and "All") already determine which queues you will see, so specifying QueueIDs in the dashlet attributes is largely redundant. EDIT: For reference: Locked = only your locked tickets My Queues = all...
- 03 Feb 2011, 14:03
- Forum: Help
- Topic: What's OTRS's System Requirement ?
- Replies: 3
- Views: 6139
Re: What's OTRS's System Requirement ?
Please Post only one time and in the correct forum next time! The Hardware really depends on the sizing of the system and is depending on the number of tickets and users and the size of attachments As a starting point, based on a single server running Apache, OTRS and MySQL, I recommend a dual core...
- 03 Feb 2011, 13:15
- Forum: General
- Topic: can i upgrade from 2.X to 3.o
- Replies: 6
- Views: 3292
Re: can i upgrade from 2.X to 3.o
I thought you were just looking for a "yes or no answer"?mritorto wrote:how do i do that
http://wiki.otrs.org/index.php?title=Mu ... n_1_server
- 03 Feb 2011, 12:53
- Forum: Help
- Topic: How do you close multiple tickets simultaneously?
- Replies: 14
- Views: 12727
Re: How do you close multiple tickets simultaneously?
Direcly in the database? Log in to mysql and remove the tickets from the tickets table. Only one command will do it for you! This won't close the tickets; it won't even remove them (as the ticket content is represented in the articles table). All it will do is hide them from view while simultaneous...
- 03 Feb 2011, 11:29
- Forum: Help
- Topic: Open tickets dashboard widget
- Replies: 11
- Views: 5840
Re: Open tickets dashboard widget
What typically happens is: * customer sends in a request * we reply so they have an e-mail setting in their inbox with the ticket number in it * later they have a question and send an e-mail reply to the last e-mail they got from us If we left the ticket open, but hid it from the dashboard then we ...
- 02 Feb 2011, 16:01
- Forum: Help
- Topic: Fix incorrect ticket dates after NTP problems?
- Replies: 2
- Views: 2377
Re: Fix incorrect ticket dates after NTP problems?
I was crossing my fingers and hoping OTRS might have already provided a safe script to fix my problem... all the while suspecting that the answer would be something along the lines of what you've printed above. Unfortunately, changing stuff in the database on a production server, with only 2 days to...
- 02 Feb 2011, 13:30
- Forum: Help
- Topic: Fix incorrect ticket dates after NTP problems?
- Replies: 2
- Views: 2377
Fix incorrect ticket dates after NTP problems?
Facing a bit of a crisis... last night the NTP daemon failed on our live OTRS server, and the OS reverted back to the system clock which is, rather unhelpfully, one hour ahead of my timezone. This has resulted in many tickets being created with wrong "create times" in the future, which has...
- 28 Jan 2011, 13:40
- Forum: Help
- Topic: [SOLVED] Merge notification to customer
- Replies: 1
- Views: 1504
Re: Merge notification to customer
Forget it - I'm being dense. The template appears when you merge a ticket via the link in a single ticket.
What I was doing was a bulk merge, which doesn't seem to have this option to notify the ticket customers.
What I was doing was a bulk merge, which doesn't seem to have this option to notify the ticket customers.
- 28 Jan 2011, 13:38
- Forum: Help
- Topic: [SOLVED] Merge notification to customer
- Replies: 1
- Views: 1504
[SOLVED] Merge notification to customer
I'm sure, back when I was using 2.4.x, that there was a template for merge notifications that you could configure so that customers would get a message informing them that their ticket had been merged to another (giving the new ticket ID). I can't seem to find this in OTRS 3 - can anyone give me a h...
- 26 Jan 2011, 18:06
- Forum: Help
- Topic: Keeping custom dashlets synchronised with files
- Replies: 5
- Views: 2815
Re: Keeping custom dashlets synchronised with files
Unfortunately not. Although a convenient way of backing up SysConfig, the format (Perl Module, rather than XML) doesn't make it much easier to update the XML files than copying the values straight from the UI.crythias wrote:Export Settings button doesn't work for this purpose?
- 26 Jan 2011, 16:48
- Forum: Help
- Topic: Keeping custom dashlets synchronised with files
- Replies: 5
- Views: 2815
Keeping custom dashlets synchronised with files
When you create custom dashlets, you first have to create an XML file describing them, and run otrs.RebuildConfig.pl to load them in. Thereafter, you can tweak the dashlets via SysConfig, but this means they get out of sync with the original XML files, and a subsequent re-running of otrs.RebuildConf...
- 26 Jan 2011, 16:35
- Forum: Howtos
- Topic: How to stop ticket age otrs 3.04
- Replies: 8
- Views: 8997
Re: How to stop ticket age otrs 3.04
from my point of view, it is how long it took to solve the ticket, at least from my company point of view. If I pay you to fix all my problems within two hours, you can't say well it took me two hours to solve it but I have your answer 4 days later since I only work 30 minutes each day. We offer 24...
- 26 Jan 2011, 15:03
- Forum: Howtos
- Topic: How to stop ticket age otrs 3.04
- Replies: 8
- Views: 8997
Re: How to stop ticket age otrs 3.04
I couldn't work out from the explanation above: what use case or business requirement would you apply this solution to? What do you mean? I don't understand your question. Suppose the following scenario. Your client open a ticket at 10 am and you solve it at 11 am the same day. When he logs in 4 ho...
- 26 Jan 2011, 14:31
- Forum: Help
- Topic: How do you close multiple tickets simultaneously?
- Replies: 14
- Views: 12727
Re: How do you close multiple tickets simultaneously?
We are having the same issue. We just upgraded to 3.0.5. We click a few tickets we want to close simultaneously and then click bulk. A new window opens and lets us add notes and select new status however when we click submit the status of the tickets doesn't change. They remain open and locked to t...