Search found 71 matches

by tpsupport
09 Jul 2020, 12:01
Forum: Allgemeines
Topic: Automatischer Kalendereintrag bei Fälligkeitsdatum
Replies: 2
Views: 445

Re: Automatischer Kalendereintrag bei Fälligkeitsdatum

Hallo, genau so eine Lösung habe ich umgesetzt, dabei wird ein Dynamisches Feld mit einem Datum versehen und dieses wiederum ist in einem OTRS Kalender unter Ticket-Termine als Start-Zeitpunkt hinterlegt. Damit nicht alle Termine um gleichen Kalender laden und somit jeder zur Startzeit informiert wi...
by tpsupport
23 Apr 2020, 12:12
Forum: General
Topic: Customer Dynamic Field object as OTRS tag?
Replies: 6
Views: 344

Re: Customer Dynamic Field object as OTRS tag?

Hi Roy, Hi, I guess we just have a misunderstanding here, I have a "Customer" Dynamic Field, and I use it for additional information for a customer company. The solution from skillz obviously targets customeruser object dynamic fields. Nope, there's no misunderstanding. the setting skullz mentioned ...
by tpsupport
23 Apr 2020, 10:15
Forum: General
Topic: Customer Dynamic Field object as OTRS tag?
Replies: 6
Views: 344

Re: Customer Dynamic Field object as OTRS tag?

Hi Roy,

I guess we just have a misunderstanding here, I have a "Customer" Dynamic Field, and I use it for additional information for a customer company.
The solution from skillz obviously targets customeruser object dynamic fields.
by tpsupport
23 Apr 2020, 10:03
Forum: General
Topic: Customer Dynamic Field object as OTRS tag?
Replies: 6
Views: 344

Re: Customer Dynamic Field object as OTRS tag?

Hi skullz, Thank you for your reply! Check at - Ticket::EventModulePost###4100-DynamicFieldFromCustomerUser - DynamicFieldFromCustomerUser::Mapping I quess you mean that I could map a "customeruser" dynamic Field to a Ticket Dynamic Field, right? But what I have is a "Customer" dynamic field, so thi...
by tpsupport
22 Apr 2020, 11:50
Forum: General
Topic: Customer Dynamic Field object as OTRS tag?
Replies: 6
Views: 344

Customer Dynamic Field object as OTRS tag?

Hi everyone,

I have a Dynamic Field of type Text and object "Customer". Can I use the value of that field as a tag in e.g. a signature?
I have tried <OTRS_TICKET_DynamicField_NAME> but this did not work, I guess it only works for object type Ticket.


-Rick
by tpsupport
25 Mar 2020, 13:52
Forum: General
Topic: Microsoft Teams integration for OTRS
Replies: 3
Views: 990

Microsoft Teams integration for OTRS

Hey there, I wanted to share a project of me which goal is to enhance the capabilities of collaboration using MS Teams. For this I made use of the incoming webhook app in MS Teams in order to send notification events from OTRS to a Teams Channel and found a project which already achieves this but wa...
by tpsupport
09 Mar 2020, 17:05
Forum: General
Topic: Exclude Group from Frontend Module Access
Replies: 1
Views: 176

Re: Exclude Group from Frontend Module Access

I did not find a way to exclude but a good alternative by creating a group that my customers need to have access permission in this post: viewtopic.php?p=162269.
by tpsupport
09 Mar 2020, 13:41
Forum: General
Topic: Response on internal (invisible to customer) E-Mails are visible by default
Replies: 0
Views: 641

Response on internal (invisible to customer) E-Mails are visible by default

Hi there! When replying to an email where the article is marked "invisible for customer"(internal) then I would expect that the checkbox "Visible to customer" is not set and I have to set it manually. This works for a note and I remember this also worked previously at least in OTRS 5. In AgentTicket...
by tpsupport
09 Mar 2020, 12:53
Forum: General
Topic: Exclude Group from Frontend Module Access
Replies: 1
Views: 176

Exclude Group from Frontend Module Access

Hi there! I am looking for a solution to exclude specific group from accessing a Frondend Module. The specific module in my case is "CustomerTicketOverview" and the subaction is "CompanyTickets". The Syconfig is here: " CustomerFrontend::Navigation###CustomerTicketOverview###002-Ticket ". Under "Gro...
by tpsupport
01 Aug 2019, 13:27
Forum: Howtos
Topic: Disable OTRS Rich Text Editor (CKEditor) Right-Click Menu
Replies: 4
Views: 29273

Re: Disable OTRS Rich Text Editor (CKEditor) Right-Click Menu

See my post for OTRS 6 and ckeditor 4.7 here: https://forums.otterhub.org/viewtopic.php?f=62&t=26360&p=165069#p165069 To remove the additional Items in the Richtext editor menu I disabled "Frontend::RichText::EnhancedMode" in Sysconfig. Link to config item: https://yourserver.com/index.pl?Action=Adm...
by tpsupport
01 Aug 2019, 13:17
Forum: Help
Topic: [SOLVED] Problem CKEditor Toolbar Full
Replies: 7
Views: 2738

Re: [SOLVED] Problem CKEditor Toolbar Full

For OTRS 6 and ckeditor 4.7 you also need to remove liststyle , contextmenu and tabletools from ckeditor.js. # Remove Ckeditor plugins with sed sed -i 's/list,liststyle/list/g' /opt/otrs/var/httpd/htdocs/js/thirdparty/ckeditor-*/ckeditor.js sed -i 's/menu,contextmenu/menu/g' /opt/otrs/var/httpd/htdo...
by tpsupport
13 Nov 2018, 22:29
Forum: General
Topic: How to create notification about Due Date is reached
Replies: 12
Views: 3790

Re: How to create notification about Due Date is reached

For everyone still seeking for an answer, maybe this helps: viewtopic.php?f=53&t=39881
by tpsupport
13 Nov 2018, 22:21
Forum: General
Topic: Appointment Notification Filter "Calendar" greyed out
Replies: 3
Views: 1408

Re: Appointment Notification Filter "Calendar" greyed out

Hello crythias,

Yes fore sure, there are some calendars now. The standard notification is working and now I would like to reduce Appointment-Notifikation to be only sent for one or two of them. Any thoughts why this is still greyed out then?
by tpsupport
13 Nov 2018, 22:12
Forum: Hilfe
Topic: Benachrichtigung(Ereignis) an BCC
Replies: 3
Views: 1232

Re: Benachrichtigung(Ereignis) an BCC

Hallo mojorianer und vielen Dank für diesen (in die Jahre gekommenden) Hinweis! Bis heute fehlt in der aktuellen OTRS Version die Funktionalität per Auto-Response oder Ticket-Notification weitere Adressaten in Bcc hinzuzufügen. Daher ist diese Variante mit dem Dynamic Field die einzige gefundene Mög...
by tpsupport
10 Oct 2018, 10:02
Forum: General
Topic: [Solved] Default appointment notification template
Replies: 1
Views: 890

Re: Default appointment notification template

I have solved this issue by copying "Kernel/System/Calendar/Appointment.pm" to " Custom /Kernel/System/Calendar/Appointment.pm" (create missing folders if needed) and editing the part where it checks whether a NotificationTemplate has been set. If there is nothing set for the Appointment then the te...
by tpsupport
09 Oct 2018, 11:51
Forum: General
Topic: Appointment Notification Filter "Calendar" greyed out
Replies: 3
Views: 1408

Appointment Notification Filter "Calendar" greyed out

Hi, I would like to create a new Appointment Notification which only applies for a specific calendar but the field is greyed out "not available". According to the documentation some features are only available for OTRS Business Solution so I created a trail account but there it is also greyed out. H...
by tpsupport
08 Oct 2018, 15:15
Forum: General
Topic: [Solved] Default appointment notification template
Replies: 1
Views: 890

[Solved] Default appointment notification template

Hi everyone, we have a calendar per agent and in these calendars there is a ticket appointment rule that filters for tickets with a specific dynamic date/time field and the respective agent that the calendar belongs to as "responsible". The agents have their public calendar in outlook which works gr...
by tpsupport
06 Sep 2018, 13:37
Forum: General
Topic: How to create notification about Due Date is reached
Replies: 12
Views: 3790

Re: How to create notification about Due Date is reached

Hi!

I would like to bring this question up again. Does anyone know what I have to do in order to get the agent notified let's say one day before the "due date" is reached? The "due date" is defined in a Ticket Dynamic Field (Date / Time).

Thank you!
by tpsupport
12 Jun 2018, 09:43
Forum: General
Topic: [SOLVED] Add pre-defined value for To, Cc, Bcc field
Replies: 7
Views: 6697

Re: Add pre-defined value for To, Cc, Bcc field

Thanks again Emin. Now I have a working solution for Response Templates and AgentTicketEmail. For Forwards I will adjust the URL. FillBcc.js // This is for Ticket Responses // We can use the ResponseID $(document).ready(function() { setTimeout(function() { const Action = Core.Config.Get('Action'); c...
by tpsupport
08 Jun 2018, 16:26
Forum: General
Topic: [SOLVED] Add pre-defined value for To, Cc, Bcc field
Replies: 7
Views: 6697

Re: Add pre-defined value for To, Cc, Bcc field

Thanks Emin! This works great for the Reply function. I think rather than using ResponseID it would be better in my case to use QueueID for the if statement since only tickets in specific queues should get the BCC address. When forwarding an article the queue is already given, so I guess I would jus...
by tpsupport
07 Jun 2018, 13:23
Forum: General
Topic: [SOLVED] Add pre-defined value for To, Cc, Bcc field
Replies: 7
Views: 6697

Re: Add pre-defined value for To, Cc, Bcc field

Hi Emin, Thank you for your reply! This works just as you wrote, and I would like to add the additional "if" statement for "ResponseID", what do I need to specify? I expect it to be something like this: if ($.inArray(Action, SupportedActions) !== -1 && $Param(ResponseID) == 1) Thanks for looking at ...
by tpsupport
06 Jun 2018, 16:18
Forum: Howtos
Topic: Kludge to assign a State to a Response Template
Replies: 2
Views: 22133

Re: Kludge to assign a State to a Response Template

Hi crythias,

This is what I was looking for! Unfortnately this modification seems to only work for OTRS 5. Can it be adopted for OTRS 6 as well and how?
Javascript has been removed from templates in OTRS, see https://blog.otrs.com/2017/03/21/no-jav ... -tt-files/.

Thanks!
by tpsupport
06 Jun 2018, 16:16
Forum: General
Topic: [SOLVED] Add pre-defined value for To, Cc, Bcc field
Replies: 7
Views: 6697

Re: Add pre-defined value for To, Cc, Bcc field

I found a very intersting post that might solve my issue but the solution does not seem to fit for OTRS 6 because javascript has been removed from templates, see https://blog.otrs.com/2017/03/21/no-javascript-tt-files/ . Kludge to assign a State to a Response Template https://forums.otterhub.org/vie...
by tpsupport
06 Jun 2018, 15:22
Forum: General
Topic: [SOLVED] Add pre-defined value for To, Cc, Bcc field
Replies: 7
Views: 6697

[SOLVED] Add pre-defined value for To, Cc, Bcc field

Hi, My current challange is to pre-define an email address in the Bcc field when replying, forwarding or opening a new ticket in OTRS 6. There is already a post explaining how to use AdminTemplate to set a specific State depending on the Template which is used, see https://forums.otterhub.org/viewto...
by tpsupport
05 Jun 2018, 15:10
Forum: Hilfe
Topic: Defaultwerte in Abhängigkeit vom AdminTemplate ändern
Replies: 6
Views: 5018

Re: Defaultwerte in Abhängigkeit vom AdminTemplate ändern

Hallo, das ist eine super Anleitung, und ich bräuchte das ganze mit dem BCC-Feld statt State. Also bei Auswahl eines Antwort-Templates soll immer der gleiche Adressat im Bcc stehen. Habe versucht das Beispiel mit State darauf anzuwenden, aber das will mir so gar nicht gelingen. Ich vermute an dieser...
by tpsupport
18 Jan 2018, 17:17
Forum: General
Topic: [SOLVED] Dynamic Fields per Template not working anymore since OTRS 6
Replies: 1
Views: 3568

[SOLVED] Dynamic Fields per Template not working anymore since OTRS 6

Hi there, I am having a huge issue since updating to from OTRS 5 to OTRS 6. I used to modify the template (.tt) files to hide the Dynamic Fields by default for everyone using the "Standard" template. Different departments now got their own template with (.tt) files modified to again show only specif...
by tpsupport
18 Jan 2018, 16:54
Forum: Help
Topic: 6.0.1 QueueView very slow and error message
Replies: 11
Views: 4929

Re: 6.0.1 QueueView very slow and error message

This is likely because the [+] was clicked but not implemented in the System Configuration. A way to address is to seek out '' (two apostrophes) from within Kernel/Config/Files/ZZZAuto.pm 'Group' => [ '' ], Either in Group or Groupro Thank you, for the hint. Since there was no ZZZAuto.pm but just t...
by tpsupport
18 Jan 2018, 16:46
Forum: General
Topic: Update OTRS from 5.0.24 to 6.0.1
Replies: 7
Views: 4052

Re: Update OTRS from 5.0.24 to 6.0.1

Hello and thanks for the Tip about the Znuny Packages. I had to remove every Znuny package including the Znuny Repo package to be able to login to OTRS 6. You can remove them via the command line when the update to OTRS 6 was already done. 1) Login to console as user 'otrs'. 2) List all Znuny Packag...
by tpsupport
22 Apr 2016, 11:24
Forum: Help
Topic: Prefilled content with custom MenuModule not working anymore since OTRS 4
Replies: 0
Views: 457

Prefilled content with custom MenuModule not working anymore since OTRS 4

Hello everyone, I used to add custom menu buttons in Frontend::Agent::Ticket::MenuModule to prefill AgentTicketNote since OTRS 3.0 until 3.3 with URL encoded HTML content, the method is explained here: http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ Now after upgrading to OTRS 4 and final...
by tpsupport
17 Nov 2015, 13:28
Forum: General
Topic: [Solved] Custom Dashboard - Browser error after Update from 3.2 to 3.3
Replies: 2
Views: 890

Re: Custom Dashboard - Browser error after Update from 3.2 to 3.3

Issue Solved! Seems like since OTRS 3.3 spaces in the Dashlet name cannot be handled, so I changed <ConfigItem Name="DashboardBackend###0900- Premium Tickets " Required="0" Valid="1"> to <ConfigItem Name="DashboardBackend###0900- PremiumTickets " Required="0" Valid="1"> and the issue was gone. Make...
by tpsupport
16 Nov 2015, 15:19
Forum: Hilfe
Topic: (Gelöst)Support Assessment geht nicht, IIS Error 500
Replies: 9
Views: 1388

Re: (Gelöst)Support Assessment geht nicht, IIS Error 500

In meinem Fall war die Lösung die Zeile mit "UTF8SupportCheck" aus der ZZZAuto.pm zu entfernen, Apache log zeigte:

Code: Select all

 Can't locate object method "_UTF8SupportCheck" via package "Kernel::System::Support::Database::mysql" at /opt/otrs//Kernel/System/Support/Database/mysql.pm line 65.\n
by tpsupport
16 Nov 2015, 15:09
Forum: General
Topic: [Solved] Custom Dashboard - Browser error after Update from 3.2 to 3.3
Replies: 2
Views: 890

Re: Custom Dashboard - Browser error after Update from 3.2 to 3.3

Hi,

same error happens after moving OTRS 3.3.15 to Linux (debian 8 ). Has someone an idea why this happens?


Thanks!
by tpsupport
24 Apr 2015, 10:50
Forum: Help
Topic: PerlEx: Exception during execution of script
Replies: 2
Views: 1077

Re: PerlEx: Exception during execution of script

Hi, I have the same issue and that also constantly with OTRS 3.3.11 on Windows Server 2012 R2 with IIS v. 8.5 backend MYSQL 5.1.51. Faulting application name: perl.exe, version: 5.16.3.1603, time stamp: 0x5140cc97 Faulting module name: RPCRT4.dll, version: 6.3.9600.17415, time stamp: 0x54503de4 Exce...
by tpsupport
19 Jan 2015, 14:30
Forum: General
Topic: [Solved] Custom Dashboard - Browser error after Update from 3.2 to 3.3
Replies: 2
Views: 890

[Solved] Custom Dashboard - Browser error after Update from 3.2 to 3.3

Dear community, Recently I have successfully updated an OTRS installation to 3.3.11 from 3.2.12. Almost everything seems to be fine as well as my own Dashboard creation but it will cause the browser to show up an error "No such element id: undefined in page!" (IE 11 + Opera 26) and it seems the erro...
by tpsupport
19 Feb 2014, 13:55
Forum: Hilfe
Topic: Prozess in OTRS - unerwartet beendet
Replies: 3
Views: 1296

Re: Prozess in OTRS - unerwartet beendet

The old OTRS Installer for Windows was using Apache instead of IIS and Strawberry Perl instead of ActivePerl. I can imagine that Strawberry Perl would make a difference, might be worth a test. I have opened a bug report for this issue with the request to leave users alternatives like using Apache in...
by tpsupport
18 Feb 2014, 18:17
Forum: Hilfe
Topic: Prozess in OTRS - unerwartet beendet
Replies: 3
Views: 1296

Re: Prozess in OTRS - unerwartet beendet

Hallo, wir haben exakt das gleiche Problem, nur mit OTRS 3.2.12. Seit dem neuen Windows Installer wird OTRS immer für den IIS eingerichtet, der alte hat einen Apache Server installiert. Mit dem Apache Server hatten wir zuletzt keine Probleme mehr aber seit IIS bekommen wir etwa alle 2 Tage die folge...
by tpsupport
10 Jan 2014, 13:25
Forum: General
Topic: Accessing OTRS on IIS via proxy - URL's are broken
Replies: 2
Views: 1421

Re: Accessing OTRS on IIS via proxy - URL's are broken

We could finally fix this issue by using a rewrite rule in the Apache proxy config instead of proxypass. This way we could tell apache with a parameter to not encode. See also: http://stackoverflow.com/questions/6520484/mod-rewrite-urlencoding-an-already-urlencoded-querystring-parameter-any-way-to H...
by tpsupport
19 Dec 2013, 17:04
Forum: General
Topic: OTRS Installer for Windows does not offer Apache
Replies: 0
Views: 422

OTRS Installer for Windows does not offer Apache

Hi, I have to switch back to Apache instead of IIS as web server application on Windows. Unfortunately The new OTRS Setup for Windows does not offer me Apache anymore it just installs IIS without asking me. I am using "otrs-3.2.13-win-installer-3.0.4". Does anybody know how to force the installer to...
by tpsupport
18 Dec 2013, 19:54
Forum: General
Topic: Accessing OTRS on IIS via proxy - URL's are broken
Replies: 2
Views: 1421

Re: Accessing OTRS on IIS via proxy - URL's are broken

I found out that Apache apparently is encoding the semicolon but don't see why this happens. Apache is configured to redirect Http requests to Https and when this happens IIS will get the wrong url. When Looking into the network stack I can see the following: [Request] GET http://support.domain.com/...
by tpsupport
09 Dec 2013, 12:13
Forum: General
Topic: Accessing OTRS on IIS via proxy - URL's are broken
Replies: 2
Views: 1421

Accessing OTRS on IIS via proxy - URL's are broken

Hello community, We just upgraded OTRS to from 3.1.15 which ran on Apache to 3.2.12 and now on IIS. Thanks to the Windows Installer for OTRS everything worked perfectly and Updates are not a nightmare anymore. We are still on Windows Server 2008 R2. Our customers and agents are connecting via a prox...
by tpsupport
27 Nov 2013, 15:40
Forum: Help
Topic: Multiple databases - who is first
Replies: 5
Views: 1013

Re: Multiple databases - who is first

tables user_preferences and customer_preferences have each a preferences_key column with UserAuthBackend and a preferences_value per user_id. or, if you will: SELECT user_id,preferences_value FROM user_preferences WHERE preferences_key="UserAuthBackend" AND user_id="username"; I am not sure how Use...
by tpsupport
27 Nov 2013, 12:37
Forum: Help
Topic: Multiple databases - who is first
Replies: 5
Views: 1013

Re: Multiple databases - who is first

Hi and thanks for your reply.
rameshchandran wrote:As per my understanding the Customer Data source lookup is in the same order as its listed in config.pm.
Obviously that is not the case as I have tested with different users and in most cases the CRM DB wins but in some the AD does.
by tpsupport
25 Nov 2013, 17:29
Forum: Help
Topic: Multiple databases - who is first
Replies: 5
Views: 1013

Multiple databases - who is first

Dear community, I have got a rather urgent issue. We have got 3 databases attached to OTRS which is the local OTRS DB, Microsoft Dynamics CRM and Microsoft AD. OTRS is configured to match the E-Mail address against DB entries and displays the customer data related to it and our customers are entered...
by tpsupport
09 Jul 2013, 17:25
Forum: Help
Topic: Notification (Event) - email format
Replies: 9
Views: 6539

Re: Notification (Event) - email format

Hi again, the fix attached on bug http://bugs.otrs.org/show_bug.cgi?id=5114 does also work very good. If you would like to have the choice to send notifications in HTML or plain text then use the patch described above in my last post. If you just want to have the HTML editor use the patch from the u...
by tpsupport
09 Jul 2013, 14:54
Forum: Help
Topic: Notification (Event) - email format
Replies: 9
Views: 6539

Re: Notification (Event) - email format

Hi, I found an extension from a German company that is specialized on OTRS consulting. They also offer some add ons like the one here: OTRS Erweiterung: HTML-Mails in ereignis-basierten Benachrichtigungen verwenden - OTRS Extension: Use HTML-Mail in event based notifications http://blog.ciphron.de/2...
by tpsupport
15 Jan 2013, 11:45
Forum: General
Topic: Error Impossible to send Message
Replies: 0
Views: 898

Error Impossible to send Message

Dear community, at the moment we get an error message when trying to reply some customers from OTRS. When attempting to send the message you will see an error saying "Impossible to send message to: xyz@abc.com, .". the message itself is added to the ticket (you can see it in the ticket view) but it ...
by tpsupport
11 Dec 2012, 17:50
Forum: Hilfe
Topic: Ersteller in der FAQ Übersicht
Replies: 0
Views: 499

Ersteller in der FAQ Übersicht

Halle liebe Gemeinde, ich würde gern den Ersteller eines FAQ-Artikels in der FAQ-Liste haben. Ich habe bereits herausgefunden, dass die AgentFAQOverviewSmall.dtl die Datei ist, welche wahrscheinlich angepasst werden müsste. Im Browser ist man auf folgender Seite "/otrs/index.pl?Action=AgentFAQExplor...