Search found 391 matches

by HervE
29 Feb 2016, 16:21
Forum: General
Topic: FAQ screenshot disappears!
Replies: 0
Views: 1020

FAQ screenshot disappears!

Hello,

Just did the following:
1. I created a new FAQ item.
2. In Symptom field, I pasted a screenshot.
3. I saved the FAQ item.
4. I edited the FAQ item... The screenshot disappears!!

Do you know this problem?
Is there a way to solve it?

Best regards,
HervE
by HervE
03 Aug 2015, 14:29
Forum: General
Topic: [SOLVED] Screen after new ticket: Dashboard?
Replies: 5
Views: 2900

Re: [SOLVED] Screen after new ticket: Dashboard?

Hi abrancolino, Naturally the described configuration only enables you to choose Dashboard as the screen after new ticket. In order to really have it work, the connected agent (maybe you?) must select this "Dashboard" option in his/her preferences. Does it answer your question? Best regard...
by HervE
04 Mar 2015, 17:33
Forum: Help
Topic: [SOLVED]Get rid of grey background PDF
Replies: 14
Views: 4052

Re: Get rid of grey background PDF

I would like to get rid of the grey background in PDFs. I read the solution offered in http://forums.otterhub.org/viewtopic.php?f=62&t=9686 but it doesn't quite satisfy me. I generally prefer not to change the code directly. In case of .dtl files, I copy them into /opt/otrs/Kernel/Output/HTML/<...
by HervE
14 Jan 2015, 10:20
Forum: Developers
Topic: How to exclude Sunday from 7 Day Stats
Replies: 2
Views: 2681

Re: How to exclude Sunday from 7 Day Stats

Exactly.

(Except I didn't know about the "next" instruction of Perl language. Hence my big "if".)

Regards,
HervE
by HervE
13 Jan 2015, 18:23
Forum: Developers
Topic: How to exclude Sunday from 7 Day Stats
Replies: 2
Views: 2681

How to exclude Sunday from 7 Day Stats

Hello, I was asked by a customer to exclude Sunday from "7 Day Stats" pane of the Dashboard, because their service doesn't manage tickets on Sundays, and they find it useless to see the curves at zero on this closed day. If anybody is interested, here is how I succeeded to modify the graph...
by HervE
06 Jan 2015, 15:18
Forum: Help
Topic: [SOLVED] SSO and iFrame issue (IE8)
Replies: 1
Views: 2058

Re: SSO and iFrame issue

Found the solution: just added the following code to CSS.

Code: Select all

iframe {
    position: relative;
}
Regards,
HervE
by HervE
05 Jan 2015, 15:46
Forum: Help
Topic: [SOLVED] SSO and iFrame issue (IE8)
Replies: 1
Views: 2058

[SOLVED] SSO and iFrame issue (IE8)

Hello forum, I'm currently facing the following issue with Single Sign-On at my customer's: The user can enter OTRS directly with no login screen, provided that he is logged into Windows. In other words, SSO works! But... When he opens a ticket to view it ( AgentTicketZoom action), a Windows authent...
by HervE
16 Dec 2014, 17:22
Forum: General
Topic: [SOLVED] Show queue comment in ticket creation
Replies: 7
Views: 4127

Re: Show queue comment in ticket creation

Oh yes! I should have known! (Stupid me.)

Now it's all as wanted. Many thanks, you are marvellous!

Best regards,
HervE
by HervE
16 Dec 2014, 16:08
Forum: General
Topic: [SOLVED] Show queue comment in ticket creation
Replies: 7
Views: 4127

Re: Show queue comment in ticket creation

Brilliant Renee!

It works perfectly well for AgentTicketPhone... but I have no change on CustomerTicketMessage unfortunately!? Why?

(By the way, I had to install your v3.3.2 because of OTRS 3.3.8.)

Best Regards,
HervE
by HervE
16 Dec 2014, 12:53
Forum: General
Topic: [SOLVED] Show queue comment in ticket creation
Replies: 7
Views: 4127

Re: Show queue comment in ticket creation

Still interested.
Could you give me more information please?

Best regards,
HervE
by HervE
10 Dec 2014, 12:36
Forum: General
Topic: [SOLVED] Express ticket age in days only
Replies: 3
Views: 2111

Re: Express ticket age in days only

Very simple indeed!
I tried, and it immediately worked pretty fine!

Many thanks.

Regards,
HervE
by HervE
10 Dec 2014, 12:34
Forum: General
Topic: Statistics: add extra fields
Replies: 3
Views: 2204

Re: Statistics: add extra fields

That's true.
And I don't really think it's worth.
So I'll probably let it down.

Unless there's already an existing package for one or the other?

Regards,
HervE
by HervE
10 Dec 2014, 11:13
Forum: General
Topic: [SOLVED] Express ticket age in days only
Replies: 3
Views: 2111

Re: Express ticket age in days only

An idea, anybody?

Regards,
HervE
by HervE
10 Dec 2014, 11:12
Forum: General
Topic: Statistics: add extra fields
Replies: 3
Views: 2204

Re: Statistics: add extra fields

An idea, anybody?

Regards,
HervE
by HervE
10 Dec 2014, 11:09
Forum: Help
Topic: [SOLVED] OTRS and database on separated servers
Replies: 3
Views: 2080

Re: OTRS and database on separated servers

As experienced with SQL Server:

During the OTRS web installation, the syntax of distant hostname must follow this model:
DBServerName\DBInstanceName

Works fine.

HervE
by HervE
09 Dec 2014, 15:27
Forum: General
Topic: [SOLVED] Show queue comment in ticket creation
Replies: 7
Views: 4127

Re: Show queue comment in ticket creation

Thanks for your answer.

Looks clever - yet interesting.

Would you tell me more please?

What do I need to put in the new JavaScript file?
Does the additional bind in the .dtl replace the existing one?

Best regards,
HervE
by HervE
02 Dec 2014, 12:39
Forum: General
Topic: [SOLVED] Screen after new ticket: Dashboard?
Replies: 5
Views: 2900

Re: Screen after new ticket: Dashboard?

Thank you for your answer.

Instead of modifying Ticket.xml, I preferred to use SysConfig, Ticket -> Frontend::Agent::Preferences, parameter PreferencesGroups###CreateNextMask:
PreferencesGroups###CreateNextMask.png
It works fine, thank you again.

Regards,
HervE
by HervE
01 Dec 2014, 15:39
Forum: General
Topic: [SOLVED] Show queue comment in ticket creation
Replies: 7
Views: 4127

[SOLVED] Show queue comment in ticket creation

Hello forum, Do you think it could be possible to display the comment of the queue during ticket creation? Whatever the way: balloon help over the listbox, or label text on the right of the listbox (once the queue is selected), or another way... The easier, the better. I had a quick look at Customer...
by HervE
01 Dec 2014, 15:27
Forum: General
Topic: [SOLVED] Screen after new ticket: Dashboard?
Replies: 5
Views: 2900

[SOLVED] Screen after new ticket: Dashboard?

Hello forum,

In the agent preferences, there are 2 options for the "Screen after new ticket": CreateTicket and TicketZoom.
Would it be possible to have Dashboard as well? And how?

Regards,
HervE
by HervE
26 Nov 2014, 20:37
Forum: Help
Topic: [SOLVED] Impossible to send message: Bad file descriptor
Replies: 2
Views: 5066

Re: Impossible to send message: Bad file descriptor

Thank you for your answer but this wasn't the solution. I had a look into SMTP.pm, and noticed that $Self->{'FQDN'} was used for some reason. We corrected the value of FQDN in SysConfig and it looks fine now. Only one drawback: The direct URL at the end of notifications doesn't work now. So I had to...
by HervE
25 Nov 2014, 20:34
Forum: Help
Topic: [SOLVED] Impossible to send message: Bad file descriptor
Replies: 2
Views: 5066

[SOLVED] Impossible to send message: Bad file descriptor

Hello forum, Replying to a mail in a ticket, I got the following error : Backend ERROR: OTRS-CGI-10 Perl: 5.16.3 OS: MSWin32 Time: Tue Nov 25 18:01:18 2014 Message: Impossible to send message to: whoever@whereever.com . RemoteAddress: XX.XX.XX.XX RequestURI: /otrs/index.pl Traceback (4360): Module: ...
by HervE
20 Nov 2014, 18:13
Forum: Help
Topic: Perl script issue
Replies: 14
Views: 8098

Re: Perl script issue

I don't think so. U:\>C:\otrs\StrawberryPerl\perl\bin\ppm install Encode Undefined subroutine &Encode::find_encoding called at C:/otrs/StrawberryPerl/perl/vendor/lib/Encode/Locale.pm line 83. Compilation failed in require at C:\otrs\OTRS\Kernel\System\/Encode.pm line 16. BEGIN failed--compilatio...
by HervE
20 Nov 2014, 16:52
Forum: Help
Topic: Perl script issue
Replies: 14
Views: 8098

Re: Perl script issue

Hmm... U:\>ppm install Encode Undefined subroutine &Encode::find_encoding called at C:/otrs/StrawberryPerl/perl/vendor/lib/Encode/Locale.pm line 83. Compilation failed in require at C:\otrs\OTRS\Kernel\System\/Encode.pm line 16. BEGIN failed--compilation aborted at C:\otrs\OTRS\Kernel\System\/En...
by HervE
20 Nov 2014, 16:16
Forum: Help
Topic: [SOLVED] OTRS and database on separated servers
Replies: 3
Views: 2080

Re: OTRS and database on separated servers

Yes, that makes sense.

By the way (I've edited my signature), we're using SQL Server instead of MySQL.

Regards,
HervE
by HervE
20 Nov 2014, 16:14
Forum: Help
Topic: Perl script issue
Replies: 14
Views: 8098

Re: Perl script issue

Good idea... but: U:\>C:\otrs\StrawberryPerl\perl\bin\perl.exe C:\otrs\OTRS\bin\otrs.DeleteCache.pl --expired Undefined subroutine &Encode::find_encoding called at C:/otrs/OTRS/Kernel/cpan-lib/Encode/Locale.pm line 83. Compilation failed in require at C:\otrs\OTRS\Kernel\System\/Encode.pm line 1...
by HervE
20 Nov 2014, 12:47
Forum: Help
Topic: Perl script issue
Replies: 14
Views: 8098

Re: Perl script issue

Thank you for your help.

I've uninstalled ActiveState Perl, and rebooted, but still the same.

What is strange is, GenericAgent script seems to work when launched by Cron, but fails when I launch it manually from Windows Command window - like any other Perl script indeed.

Regards,
HervE
by HervE
20 Nov 2014, 10:57
Forum: Help
Topic: [SOLVED] OTRS and database on separated servers
Replies: 3
Views: 2080

[SOLVED] OTRS and database on separated servers

Hello forum,

What could you tell me about OTRS application and OTRS database installation on 2 separated servers?
Is it easy to implement?
Do I only have to set a hostname different from "localhost" while installing OTRS application (at database step)?

Best regards,
HervE
by HervE
05 Nov 2014, 09:46
Forum: General
Topic: [SOLVED] Ticket Queue Overview: total of totals
Replies: 3
Views: 2878

Re: Ticket Queue Overview: totals of totals

Thanks to your hints, I managed! Here is what I've done, in case anybody's interested. In OTRS\Custom\Kernel\Output\HTML\ DashboardTicketQueueOverview.pm (the code I've added is tagged with "HvL"): if ($HasContent) { $Self->{LayoutObject}->Block( Name => 'ContentLargeTicketQueueOverviewSta...
by HervE
04 Nov 2014, 11:03
Forum: General
Topic: [SOLVED] Ticket Queue Overview: total of totals
Replies: 3
Views: 2878

Re: Ticket Queue Overview: totals of totals

Any idea anybody?

I think there must be something wrong in the syntax of my code, for I don't really know which parameters are expected for Action=AgentTicketSearch.

Regards,
HervE
by HervE
31 Oct 2014, 13:01
Forum: General
Topic: [SOLVED] Statistics: Owner not in list of attributes (?)
Replies: 2
Views: 1784

Re: Statistics: Owner not in list of attributes (?)

Found it:
SysConfig > Framework -> Frontend::Agent::Stats > Stats::UseAgentElementInStats

Thanks,
HervE
by HervE
31 Oct 2014, 12:52
Forum: General
Topic: Statistics: add extra fields
Replies: 3
Views: 2204

Statistics: add extra fields

Hello forum, I was asked if we could add extra fields to Statistics. Things like these: - the original channel of the ticket creation (i.e. the article type of article #1) - the number of the week of the ticket creation date Are there such features somewhere already? My guess is I have to add dynami...
by HervE
31 Oct 2014, 12:47
Forum: General
Topic: [SOLVED] Statistics: Owner not in list of attributes (?)
Replies: 2
Views: 1784

[SOLVED] Statistics: Owner not in list of attributes (?)

Hello forum, How can it be that Owner field is not in the list of attributes that can be added to Statistics? (For instance I edited Stats#10005, wanted to add owner as an X-axis at step 2, but it's not in. I guess it is nowhere else in the stats by the way.) Where can I add it to the list? Regards,...
by HervE
22 Oct 2014, 10:00
Forum: Help
Topic: Ticket Queue Overview
Replies: 3
Views: 3014

Re: Ticket Queue Overview

Hello Chris, I am playing with Ticket Queue Overview too (just wondering about totals of totals ). As for your question 1, I can't see what your problem is. I managed to add several states in SysConfig, parameter DashboardBackend###0270-TicketQueueOverview , section "States". I have 1, 2, ...
by HervE
22 Oct 2014, 09:52
Forum: General
Topic: [SOLVED] Ticket Queue Overview: total of totals
Replies: 3
Views: 2878

[SOLVED] Ticket Queue Overview: total of totals

Hello forum, I like the Ticket Queue Overview on the Dashboard, but I am missing the total of totals in the bottom right cell. I went to AgentDashboardTicketQueueOverview.dtl and added the last <a> tag in the following code part: <!-- dtl:block:ContentLargeTicketQueueOverviewStatusTotalRow --> <tr c...
by HervE
20 Oct 2014, 15:10
Forum: General
Topic: [SOLVED] Agent ticket search: remove some additonal filters
Replies: 6
Views: 4044

Re: [SOLVED] Agent ticket search: remove some additonal filt

Because I don't want to "lose" the user in a big list of many criteria to be added that he/she would not master. I just want a shorter list.

Regards,
HervE
by HervE
20 Oct 2014, 13:48
Forum: General
Topic: [SOLVED] Agent ticket search: remove some additonal filters
Replies: 6
Views: 4044

Re: Agent ticket search: remove some additonal filters

"push @Attributes" block, that's it!

This was exactly the hint I needed.

It works fine, many thanks!

Regards,
HervE
by HervE
20 Oct 2014, 11:43
Forum: General
Topic: [SOLVED] Agent ticket search: remove some additonal filters
Replies: 6
Views: 4044

Re: Agent ticket search: remove some additonal filters

Thanks for your answer. Do you mean parameter Ticket::Frontend::AgentTicketSearch###DefaultColumns? As details mention, "Columns that can be filtered in the ticket search result view of the agent interface." Modify the columns of the result view is not what I am looking for. Regards, HervE
by HervE
20 Oct 2014, 10:09
Forum: General
Topic: [SOLVED] Agent ticket search: remove some additonal filters
Replies: 6
Views: 4044

[SOLVED] Agent ticket search: remove some additonal filters

Hello forum, In agent ticket search pop-up, I'd like to remove some additional filters that seem useless for us (such as ticket change time, ticket escalation time, article create time, created in queue). How could I do that? I went through AgentTicketSearch.dtl, then AgentTicketSearch.pm, and even ...
by HervE
14 Oct 2014, 17:01
Forum: General
Topic: [SOLVED] Express ticket age in days only
Replies: 3
Views: 2111

[SOLVED] Express ticket age in days only

Hello forum,

Is it possible to have ticket age expressed in days only (instead of days hours minutes)?

Best regards,
HervE
by HervE
14 Oct 2014, 10:34
Forum: Help
Topic: [SOLVED] FAQ package not correctly deployed!
Replies: 2
Views: 1580

Re: FAQ package not correctly deployed!

Thanks for your answer. To find out why the packagemanager shows the error message, you can open the package and see what went wrong. Nothing seems wrong. You shouldn't uninstall the package. When a package is "not correctly deployed", a new link called "reinstall" should appear....
by HervE
14 Oct 2014, 10:17
Forum: Help
Topic: [SOLVED] FAQ package not correctly deployed!
Replies: 2
Views: 1580

[SOLVED] FAQ package not correctly deployed!

Hello forum, I get this message on top of Package Manager: FAQ 2.3.3 - Package not correctly deployed! Please reinstall the package. * The point is, I already had it a few weeks ago (it was with FAQ 2.3.2 at that time). So I had to uninstall the package, reinstall it, and then... re-enter all FAQ da...
by HervE
14 Oct 2014, 10:09
Forum: Help
Topic: Customer Company Drop Down
Replies: 2
Views: 1651

Re: Customer Company Drop Down

Hello,

You have two CustomerUser objects (CustomerUser1 and CustomerUser2).
Your problem must have something to do with that, because, as for me, I have only one CustomerUser object and CustomerCompanySupport option works perfectly.

Check around this.
(I don't know if it helps?)

Regards,
HervE
by HervE
14 Oct 2014, 09:48
Forum: Help
Topic: Perl script issue
Replies: 14
Views: 8098

Re: Perl script issue

Hello, I installed Support module (with Package Manager). Now I can see "Support Assessment" menu. It looks very much like "Service Center" menu :wink: It confirms the following about Perl: Check Perl version. Perl 5.16.3 (StrawberryPerl) (MSWin32) is used. Check Perl Modules ins...
by HervE
09 Oct 2014, 11:51
Forum: Help
Topic: Perl script issue
Replies: 14
Views: 8098

Re: Perl script issue

Hello, Thanks for your answer. I still am inquiring about Encode::Locale module: even if otrs.CheckModules.pl does not report it as required, are you sure you have it installed on your system? (you might check for it using ppm ActivePerl) PPM Encode Locale.png Also if you have installed the OTRS Sup...
by HervE
08 Oct 2014, 16:41
Forum: Help
Topic: Perl script issue
Replies: 14
Views: 8098

Re: Perl script issue

Hello, U:\>C:\otrs\StrawberryPerl\perl\bin\perl.exe C:/otrs/OTRS/bin/otrs.CheckModules. pl o Archive::Tar.....................ok (v1.90) o Crypt::Eksblowfish::Bcrypt.......ok (v0.009) o Crypt::SSLeay....................ok (v0.64) o Date::Format.....................ok (v2.24) o DBI......................
by HervE
07 Oct 2014, 10:02
Forum: General
Topic: Alert when too many tickets in a queue?
Replies: 5
Views: 2470

Re: Alert when too many tickets in a queue?

Hello, I managed somehow, although not fully satisfied of the way it's done. Here is what I did. In AgentDashboardTicketQueueOverview.dtl , I added the number of tickets $Data{"Number"} at the end of the AsBlock class: <!-- dtl:block:ContentLargeTicketQueueOverviewQueueResults --> <td><a c...
by HervE
07 Oct 2014, 09:46
Forum: Help
Topic: Perl script issue
Replies: 14
Views: 8098

Perl script issue

Hello, I cannot run any Perl script, for I always get something like this: U:\>C:\otrs\StrawberryPerl\perl\bin\perl.exe C:/otrs/OTRS/bin/otrs.DeleteCache.pl --expired Undefined subroutine &Encode::find_encoding called at C:/otrs/OTRS/Kernel/cpan-lib/Encode/Locale.pm line 83. Compilation failed i...
by HervE
02 Oct 2014, 12:03
Forum: Help
Topic: [SOLVED] After populating customer_company+customer_user
Replies: 6
Views: 2441

Perl script issue

Hello, Actually I cannot run any Perl script, for I always get something like this: U:\>C:\otrs\StrawberryPerl\perl\bin\perl.exe C:/otrs/OTRS/bin/otrs.DeleteCache.pl --expired Undefined subroutine &Encode::find_encoding called at C:/otrs/OTRS/Kernel/cpan-lib/Encode/Locale.pm line 83. Compilation...
by HervE
29 Sep 2014, 17:38
Forum: General
Topic: Alert when too many tickets in a queue?
Replies: 5
Views: 2470

Re: Alert when too many tickets in a queue?

Thank you for that. I was thinking of another idea, instead of an alert, maybe use the Ticket Queue Overview and set the too high numbers in another color (or background color). Do you think it could be easy to do? and how? I didn't see any configuration of Ticket Queue Overview in SysConfig unfortu...
by HervE
26 Sep 2014, 23:52
Forum: Help
Topic: [SOLVED] Set ticket dynamic field with customer user value
Replies: 2
Views: 2076

Re: Set a ticket dynamic field with a customer user value

It works fine, thank you!

Regards,
HervE