Search found 39 matches

by meukmans
27 Feb 2013, 11:13
Forum: Help
Topic: IE10 with OTRS 3.0.7
Replies: 8
Views: 2873

Re: IE10 with OTRS 3.0.7

I've thought about that but forcing the customers to install firefox or chrome just to use our helpdesk system is a bit too much I think..
by meukmans
27 Feb 2013, 10:47
Forum: Help
Topic: IE10 with OTRS 3.0.7
Replies: 8
Views: 2873

IE10 with OTRS 3.0.7

Hi, With the launch of IE10 for Windows 7 I expect a lot of our customers to upgrade their IE version to 10. Unfortunately we are still using OTRS 3.0.7 and after a quick test I don't seem to be able to type any text in the note part in OTRS (the complete field is greyed out). This is for both the c...
by meukmans
22 Nov 2012, 16:30
Forum: Help
Topic: (SOLVED)Message to customer after several days
Replies: 9
Views: 1210

(SOLVED)Re: Message to customer after several days

please explain which part you don't understand. Basically, you should create a TicketFreeTextField (<=3.0) and give it a label ... something like Send5DayFollowUp. Go to Generic Agent and in the filter/criteria/match part, look for "closed" and set it for "last 5 days" (it is implied "ago" or, spec...
by meukmans
22 Nov 2012, 14:24
Forum: Help
Topic: (SOLVED)Message to customer after several days
Replies: 9
Views: 1210

Re: Message to customer after several days

generic agent Every Min: 00 Hours: 06 Days: highlight M-F filter close time last 5 days DynamicField Send5DayFollowUp empty/not sent (whatever default is) action set DynamicField Send5DayFollowUp to "Sent" Notification Event check TicketDynamicFieldUpdate_Send5DayFollowUp and send. I appreciate you...
by meukmans
22 Nov 2012, 13:00
Forum: Help
Topic: (SOLVED)Message to customer after several days
Replies: 9
Views: 1210

Re: Message to customer after several days

Hi Crythias,

Thanks for the reply.

Not sure if I understand you correct but when I see DynamicField I think I need at least 3.1 ?
by meukmans
22 Nov 2012, 11:26
Forum: Help
Topic: (SOLVED)Message to customer after several days
Replies: 9
Views: 1210

Re: Message to customer after several days

Hi Jojo,

Thanks for your reply. Indeed I thought about that module and also tried it but it seems to require questions, it won't go without one.
Maybe this is different in 3.1 ?

We will be updating to 3.2 when it comes out so i'll check again then..
by meukmans
22 Nov 2012, 09:26
Forum: Help
Topic: (SOLVED)Message to customer after several days
Replies: 9
Views: 1210

(SOLVED)Message to customer after several days

Hi, Got a question : To up our service level I want the customer to automatically receive an e-mail after the ticket has been closed for 5 days. In this message I want to ask the customer if he is satisfied with the solution and if not he can click a link to go straight to the ticket to reopen it. C...
by meukmans
23 Oct 2012, 16:56
Forum: Help
Topic: Upgrading Windows Version of OTRS 3.0.7
Replies: 0
Views: 359

Upgrading Windows Version of OTRS 3.0.7

Hi Guys, Just a quick check. Currently I'm running version 3.0.7. on a Windows machine. I would like to upgrade to the latest version of OTRS. I've checked out some video's and if I understand them correctly I need to : - Backup my OTRS setup and DB (as in copying the data to a different location) -...
by meukmans
13 Sep 2012, 08:17
Forum: Help
Topic: [SOLVED]can't change CustomerTicketZoom###StateDefault
Replies: 10
Views: 1465

Re: can't change CustomerTicketZoom###StateDefault

Ok, thanks for the information Crythias
by meukmans
12 Sep 2012, 14:52
Forum: Help
Topic: [SOLVED]can't change CustomerTicketZoom###StateDefault
Replies: 10
Views: 1465

Re: can't change CustomerTicketZoom###StateDefault

When we insert the external note, the customer receives a e-mail message of what we wrote Instead of this, you should just click reply and the customer gets the email message. Instead of opening OTRS the customer will reply on that e-mail.(some do use the reply function but most don't). ok, I'd exp...
by meukmans
12 Sep 2012, 14:35
Forum: Help
Topic: [SOLVED]can't change CustomerTicketZoom###StateDefault
Replies: 10
Views: 1465

Re: can't change CustomerTicketZoom###StateDefault

crythias wrote:Also, you're looking for FollowUp state, not any StateDefault.
So i'm changing the wrong setting ? Where do i change the followup state ?
by meukmans
12 Sep 2012, 14:32
Forum: Help
Topic: [SOLVED]can't change CustomerTicketZoom###StateDefault
Replies: 10
Views: 1465

Re: can't change CustomerTicketZoom###StateDefault

Indeed, not the note changes the state, we do so we have a clear view of new tickets and open tickets. When a new ticket is created by a customer i check who is gonne solve it and then i change the state to open. When we insert the external note, the customer receives a e-mail message of what we wro...
by meukmans
12 Sep 2012, 14:19
Forum: Help
Topic: [SOLVED]can't change CustomerTicketZoom###StateDefault
Replies: 10
Views: 1465

Re: can't change CustomerTicketZoom###StateDefault

Ok, maybe a misunderstanding here, the process is as follows : A new ticket is made (new status) We insert some information (external note) (we change the status to open) The customer reacts to this information in OTRS or via e-mail Now this is the point, OTRS should leave the current status as it i...
by meukmans
12 Sep 2012, 08:30
Forum: Help
Topic: [SOLVED]can't change CustomerTicketZoom###StateDefault
Replies: 10
Views: 1465

[SOLVED]can't change CustomerTicketZoom###StateDefault

Hi,

When a customer replies to a ticket i want the ticket te have the open state. Somehow I can't change this in the sysconfig. It keeps displaying new. If I change it to open and save, it reloads and goes back to new.

I hope someone can help me with this.
by meukmans
23 Nov 2011, 12:10
Forum: Allgemeines
Topic: 07.12.2011 - User-Treffen Rheinland (Dormagen)
Replies: 10
Views: 3009

Re: 07.12.2011 - User-Treffen Rheinland (Dormagen)

Ok, i'll post a link to this thread in the Dutch part of the forum.

Perhaps we get some more responds then.
by meukmans
23 Nov 2011, 09:24
Forum: Allgemeines
Topic: 07.12.2011 - User-Treffen Rheinland (Dormagen)
Replies: 10
Views: 3009

Re: 07.12.2011 - User-Treffen Rheinland (Dormagen)

Well my German isn't that good but I can understand it most of the time :)
I'm looking forward to see whats on the Agenda.


I'm thinking about going to this event.
Are there more Dutch people going ? Maybe we can drive together ?
by meukmans
22 Nov 2011, 11:58
Forum: Allgemeines
Topic: 07.12.2011 - User-Treffen Rheinland (Dormagen)
Replies: 10
Views: 3009

Re: 07.12.2011 - User-Treffen Rheinland (Dormagen)

Hi Alexander,

Is this meeting in German only or do people also speak English ?
by meukmans
24 Jun 2011, 12:58
Forum: Help
Topic: FAQ module : "Page cannot be found"
Replies: 1
Views: 586

Re: FAQ module : "Page cannot be found"

Anyone guys ?

After every click in the FAQ i need to hit refresh because the page cannot be found
by meukmans
22 Jun 2011, 10:31
Forum: Help
Topic: FAQ module : "Page cannot be found"
Replies: 1
Views: 586

FAQ module : "Page cannot be found"

I recently installed the FAQ module and it works fine. The only problem with it is that frequently it shows me the error that the page cannot be found. When i hit refresh it shows up as it would normally. Is there any way i can check what the problem is or does anyone else have the same problem? The...
by meukmans
09 Jun 2011, 13:36
Forum: Help
Topic: only show customers in group
Replies: 4
Views: 808

Re: only show customers in group

Who can I contact to get the programming done ? I understand of course that this is paid work..
by meukmans
09 Jun 2011, 08:26
Forum: Help
Topic: only show customers in group
Replies: 4
Views: 808

Re: only show customers in group

Is there anyone who can help me with this please ?
by meukmans
07 Jun 2011, 12:55
Forum: Help
Topic: only show customers in group
Replies: 4
Views: 808

only show customers in group

Hi, I was wondering, when I make a new Telephone ticket and I fill in a customer it shows (searches) trough all the customers. Is there any way I can limit this ? You can limit the queue's someone can see by just not putting them in that group but how does it work with this option ? I need this beca...
by meukmans
29 May 2011, 19:38
Forum: Help
Topic: TicketAccountTime / TicketTimeUnits
Replies: 5
Views: 1250

Re: TicketAccountTime / TicketTimeUnits

there must be a way to let the system send an e-mail to you with the amount of time you just put in the time spend field ? I've been going trough the code and i think i need this value <p class="Value">$Data{"TicketTimeUnits"}</p> I have no experiance with databases but i seems like this is a differ...
by meukmans
29 May 2011, 15:59
Forum: Help
Topic: TicketAccountTime / TicketTimeUnits
Replies: 5
Views: 1250

Re: TicketAccountTime / TicketTimeUnits

i dont want to input them, i only what the information from that field in an automated e-mail
by meukmans
29 May 2011, 10:15
Forum: Help
Topic: TicketAccountTime / TicketTimeUnits
Replies: 5
Views: 1250

Re: TicketAccountTime / TicketTimeUnits

Thanks mshi, that solves 1 part of my problem, any idea how I can get the mail part to work ?
by meukmans
28 May 2011, 14:01
Forum: Help
Topic: TicketAccountTime / TicketTimeUnits
Replies: 5
Views: 1250

TicketAccountTime / TicketTimeUnits

I'm trying to achive the following : When an agent spents time on a ticket and he fills it in (for example at the bottem in the add note screen), the system needs to send an e-mail to him how much time was spent on that ticket with the ticket info. So i manually made a new event that sends the e-mai...
by meukmans
25 May 2011, 11:18
Forum: Help
Topic: add field in customer registration
Replies: 1
Views: 614

Re: add field in customer registration

already found it, this link helped me

http://doc.otrs.org/2.1/en/html/x1622.html
by meukmans
25 May 2011, 10:38
Forum: Help
Topic: add field in customer registration
Replies: 1
Views: 614

add field in customer registration

I would like to add a 5th field in the customer registration form (location). It's the same field that is located in the profile of the customer (whitch you can edit as an agent). So something like this : Create account Titel Name Last name E-mail adress Location -> when they fill this in it also sh...
by meukmans
19 May 2011, 20:28
Forum: Help
Topic: (solved)NET:LDAP on windows
Replies: 8
Views: 2552

Re: (solved)NET:LDAP on windows

After doing some testing i found out that agents can't change their password now. I guess this is because the user i made for the ldap connection only has read rights.

Any way to change this so that agents still can change their password (in our AD) ?

Thanks,
by meukmans
19 May 2011, 20:17
Forum: Help
Topic: (solved)NET:LDAP on windows
Replies: 8
Views: 2552

Re: (solved)NET:LDAP on windows

Argh, i made a mistake so stupid i don't even want to post it here :)

Thanks for the help guys, it works perfectly now!
by meukmans
19 May 2011, 19:47
Forum: Help
Topic: (solved)NET:LDAP on windows
Replies: 8
Views: 2552

Re: (solved)NET:LDAP on windows

So i installed the module and changed the config.pm. I can't login now, how can i check if all is ok ?
by meukmans
19 May 2011, 15:05
Forum: Howtos
Topic: Some changes to .dtl and .pm files.
Replies: 36
Views: 28154

Re: Some changes to .dtl and .pm files.

The first part of the post about the dashboard. It works great but the rows aren't correct now anymore because some items, like time or queue, take 2 lines instead of 1. What file do i edit to adjust this to my needs ?

Thanks!
by meukmans
19 May 2011, 10:15
Forum: Help
Topic: (solved)NET:LDAP on windows
Replies: 8
Views: 2552

Re: NET:LDAP on windows

And here I am trying all different things with 3th party tools for like 2 hours and a simple command line is enough :)

It is installed, ill try to edit the config file tonight.

Thank you very much Wolfgangf !
by meukmans
18 May 2011, 20:51
Forum: Help
Topic: (solved)NET:LDAP on windows
Replies: 8
Views: 2552

(solved)NET:LDAP on windows

Hi,

Anyone has a step by step guide to install the perl module NET:LDAP needed to use the AD integration for a windows 2008 r2 server ?

I have zero experiance with this kind of stuff...

Thanks
by meukmans
18 May 2011, 15:57
Forum: Help
Topic: Delete events or edit events
Replies: 10
Views: 3941

Re: Delete events or edit events

This is really a problem for my organisation. We used different helpdesk tools and all had the change or delete option for notes.

Am I the only one who is missing this option ?

Is there really no workaround besides editing your SQL database ?
by meukmans
18 May 2011, 14:14
Forum: Help
Topic: Delete events or edit events
Replies: 10
Views: 3941

Re: Delete events or edit events

But there is no option to delete a note , so its twice in 1 ticket.

Is it possible to make a delete note button or something ? Or does that give the same problem like changing a ticket ?
by meukmans
11 May 2011, 10:16
Forum: Help
Topic: Report for time per customer per month
Replies: 3
Views: 788

Re: Report for time per customer per month

If this would be possible it would be great :)
by meukmans
09 May 2011, 16:58
Forum: Help
Topic: 2 questions
Replies: 3
Views: 747

Re: 2 questions

Hi, Thanks for the reply. No the system works perfectly only the users that are using it aren't. Because it's a random password, it gives problems (entering it for the first time, we have alot of older customers and the easier the password is the better). So I rather have them entering their own pas...
by meukmans
09 May 2011, 08:24
Forum: Help
Topic: 2 questions
Replies: 3
Views: 747

2 questions

Hi, We recently start using OTRS @ our office. I have 2 questions about it, i've also post them in the dutch part of the forum but i didnt get a reply, so sorry for the double posting. I would like to know : - Is it possible to give the customer an option to choose his own password while creating an...