Search found 106 matches

by micshi
31 Dec 2014, 06:33
Forum: General
Topic: the obsolete directory /etc/apache2/conf.d
Replies: 1
Views: 744

Re: the obsolete directory /etc/apache2/conf.d

solved as following

cp /opt/otrs/scripts/apache2-httpd.include.conf /etc/apache2/conf-available/otrs.conf
cd /etc/apache2/conf-available
a2enconf otrs.conf
service apache2 restart

micshi
by micshi
31 Dec 2014, 04:22
Forum: General
Topic: the obsolete directory /etc/apache2/conf.d
Replies: 1
Views: 744

the obsolete directory /etc/apache2/conf.d

Hi, I have a host with ubuntu ver 14.04.1. There is no directory of "conf.d" under /etc/apache2. I think /etc/apache2/conf.d is obsolete in ubuntu 14.04.1. So I can not execute the following command to complete OTRS installation. cp /opt/otrs/scripts/apache2-httpd.include.conf /etc/apache2/conf.d/ot...
by micshi
01 Feb 2013, 02:49
Forum: Help
Topic: Lock/Unlock Function
Replies: 3
Views: 608

Re: Lock/Unlock Function

You can unlock ticket when it is move to another queue by make proper configuration via SysConfig.

Unlock ticket when changing owner (root@localhost) requires to make some changes in source code.

micshi
by micshi
27 Jan 2013, 04:20
Forum: OTRS & Forum News
Topic: Full (...almost) Demo of the 3.2 New Feattures
Replies: 4
Views: 16301

Re: Full (...almost) Demo of the 3.2 New Feattures

Hi diginin,

When the video of process management will be ready. I am looking forward to it.

thanks,

micshi
by micshi
15 Oct 2012, 02:26
Forum: Help
Topic: Displaying Company Name (instead of Company ID) ?
Replies: 15
Views: 5466

Re: Displaying Company Name (instead of Company ID) ?

Your modification did no thing with customer company Name. 1. In DashboardTicketGeneric.pm, you should get the customer company name by looking up CustomerID and pass it to dtl file. You need call sub CustomerCompanyGet to get customer company name. 2. In order to show the customer company name, you...
by micshi
14 Oct 2012, 16:39
Forum: Help
Topic: Displaying Company Name (instead of Company ID) ?
Replies: 15
Views: 5466

Re: Displaying Company Name (instead of Company ID) ?

Could you show your modification with diff command for both DashboardTicketGeneric.pm and AgentDashboardTicketGeneric.dtl?
by micshi
27 Jun 2012, 01:00
Forum: General
Topic: Plugin for asset management
Replies: 6
Views: 1212

Re: Plugin for asset management

Hi jojo,

How about network or storage devices which the fusion inventory agent can not install on?

Can OTRS discover those devices by SNMP protocal remotely and import them into CMDB automaticlly?

Thanks,

micshi
by micshi
06 Jun 2012, 01:51
Forum: General
Topic: the type coding
Replies: 2
Views: 393

Re: the type coding

Don't make change on dtl file, instead you should make change on translation file If you want display 'Priority' in French.

thanks,

micshi
by micshi
03 Jun 2012, 03:15
Forum: General
Topic: 3.1 Split tickets are not copying freetext fields
Replies: 4
Views: 643

Re: 3.1 Split tickets are not copying freetext fields

I checked it in version 3.1.5.

Split Ticket works fine with Dynamic Free Fields.

Thanks,

micshi
by micshi
02 Jun 2012, 00:16
Forum: General
Topic: 3.1 Split tickets are not copying freetext fields
Replies: 4
Views: 643

Re: 3.1 Split tickets are not copying freetext fields

Suggest you to report this bug to http://bugs.otrs.org.

micshi
by micshi
01 Jun 2012, 02:46
Forum: Help
Topic: Only show certain queue's
Replies: 2
Views: 175

Re: Only show certain queue's

Set grroup relations for customer (Groups <-> Customer) in Customer Management and make customermized ACL.

micshi
by micshi
31 May 2012, 06:00
Forum: Help
Topic: Export system log & config next ticket state when forwarding
Replies: 2
Views: 223

Re: Export system log & config next ticket state when forwar

Another quetion may be a configure question. When I "forward" an item in a ticket, the next ticket state is alwasy close successfully. Could I configure somehow to customize it, e.g. open?
make chage on Ticket::Frontend::AgentTicketForward###StateDefault

micshi
by micshi
29 May 2012, 10:07
Forum: Howtos
Topic: Pass CGI environment variables IP hostname to TicketFreeText
Replies: 5
Views: 5278

Re: Pass CGI environment variables IP hostname to TicketFree

No, In proxy environment the IP address got from CGI is the IP address of Proxy Server.

micshi
by micshi
29 May 2012, 07:15
Forum: General
Topic: How to create service request/incident email notifications?
Replies: 1
Views: 260

Re: How to create service request/incident email notificatio

It seems you have not yet readm Admin Manual. Service Request or Incident ticket is created For auto notification, you should make configuration in "Auto Responses" and "Auto Responses <-> Queues" in Amin Area. Ticket State Chang You should make some configuration in "Notificatin (Event)" in Amin Ar...
by micshi
28 May 2012, 12:05
Forum: Help
Topic: Regarding state
Replies: 3
Views: 482

Re: Regarding state

select "Yes" on Ticket::Frontend::AgentTicketOwner###State.

micshi
by micshi
28 May 2012, 01:57
Forum: General
Topic: [Closed] Parent Child Concept
Replies: 3
Views: 688

Re: Parent Child Concept

1. If Parent ticket has been closed its child tickets also should be closed.
MastSlave extension module should be installed and configured.
2. Parent ticket should not be closed unless child tickets are closed.
Ticket::Acl::Module###1-Ticket::Acl::Module should be enabled.

micshi
by micshi
09 May 2012, 16:04
Forum: Help
Topic: GenericAgent: can't open .../DynamicField/....
Replies: 22
Views: 6424

Re: GenericAgent: can't open .../DynamicField/....

Hope you report it to bugs.otrs.org.

micshi
by micshi
09 May 2012, 07:30
Forum: Help
Topic: Restrict to states in AgentTicketSearch
Replies: 0
Views: 144

Restrict to states in AgentTicketSearch

Hi, When customer or agent searching for tickets, I want them only be ableto select a few specific states, such as 'new', 'open' and 'closed' and hide all other states for selection. But the following ACL does not work for it. $Self->{TicketAcl}->{'ACL-Agent-Customer-TickeSearch'} = { Properties => ...
by micshi
04 May 2012, 11:48
Forum: General
Topic: Master/Slave tickets
Replies: 4
Views: 2316

Re: Master/Slave tickets

if "Ticket::Acl::Module###1-Ticket­::Acl::Module" was not actived, I can close master ticket manually and all its slave ticket will be closed automatically. But, after "Ticket::Acl::Module###1-Ticket­::Acl::Module" was actived, I can not close Master ticket until all its slave tickets were all close...
by micshi
04 May 2012, 10:18
Forum: General
Topic: Master/Slave tickets
Replies: 4
Views: 2316

Re: Master/Slave tickets

Hi yuri0001, In OTRS 3.1.x I don't see that state and article duplicates in Master/Slave tickets. please install MasterSlave package 1.2.5 since the previous version has some bugs. you also should active all advanced configurations for MasterSlave. MasterSlave::AdvancedEnabled MasterSlave::UnsetMast...
by micshi
20 Apr 2012, 12:48
Forum: Help
Topic: MasterSlave 1.2.1
Replies: 2
Views: 295

Re: MasterSlave 1.2.1

MasterSlave module can not work properly since its bugs.

You can find a few bugs report on masterslave in http://bugs.otrs.org.
by micshi
20 Apr 2012, 06:35
Forum: Help
Topic: Remote IP?
Replies: 4
Views: 549

Re: Remote IP?

Suggestion.

1. Write a login script for AD that can get IP address when user login AD, then update this IP address to user profile in LDAP.

2. Import this IP from LDAP to OTRS customer profile. It will be easy if your OTRS is integrated with AD.
by micshi
20 Apr 2012, 06:27
Forum: General
Topic: manual Escalation of ticket
Replies: 6
Views: 3171

Re: manual Escalation of ticket

what is escalation? it's an action that was triggered by a rule.

If you want to assign a ticket to another agent, you should change the ticket owner or move the ticket to another queue.
by micshi
20 Apr 2012, 04:51
Forum: General
Topic: Problem with changing default PendingDiffTime
Replies: 5
Views: 564

Re: Problem with changing default PendingDiffTime

you should read source code of ticket compose action.
by micshi
20 Apr 2012, 04:38
Forum: General
Topic: change_owner_of_ticket
Replies: 2
Views: 291

Re: change_owner_of_ticket

Only ticket's owner or responsible agent can change ticket owner.

The dashboard only show those tickets the current login agent has rw permission on them.
by micshi
20 Apr 2012, 03:16
Forum: General
Topic: [Solved] Delete ITSM Change
Replies: 11
Views: 1495

Re: Delete ITSM Change

Enable ChangeDelete menu from sysconfig.

ITSMChange::Frontend::MenuModule###100-ChangeDelete

Only the change manager can delete the changes which state is not in 'requested' or 'pending approval'.
by micshi
30 Mar 2012, 12:16
Forum: General
Topic: Ticket Types not translated anywhere
Replies: 5
Views: 385

Re: Ticket Types not translated anywhere

you can create new types for ticket with your prefer language(in database), then make OTRS only show these ticket types by custom ACL.

thanks,

micshi
by micshi
27 Mar 2012, 07:58
Forum: General
Topic: how to delete or remove tickets other than GenericAgent
Replies: 4
Views: 4764

Re: how to delete or remove tickets other than GenericAgent

you can active delete menu button in ticket zoom.

Ticket::Frontend::MenuModule###460-Delete
by micshi
27 Mar 2012, 07:12
Forum: General
Topic: Huge escalation time
Replies: 1
Views: 269

Re: Huge escalation time

Hi,

Maybe your issue was cause by zero escalation time of queue or SLA.

Try to set non-zero value for all escalations, include first response time, update time and solution time.

Thanks,

micshi
by micshi
02 Mar 2012, 14:48
Forum: General
Topic: sort new tickets
Replies: 1
Views: 236

Re: sort new tickets

not possible.

you can sort ticket age up or down in queue view, status view or escalation view.
by micshi
02 Mar 2012, 14:40
Forum: Help
Topic: Notification to customers for closed calls
Replies: 5
Views: 661

Re: Notification to customers for closed calls

read admin manual
by micshi
02 Mar 2012, 06:35
Forum: Help
Topic: Notification to customers for closed calls
Replies: 5
Views: 661

Re: Notification to customers for closed calls

have you set up the cron job for generic_agent-database?
by micshi
01 Mar 2012, 05:59
Forum: Help
Topic: [SOLVED] How to have no default priority
Replies: 7
Views: 1463

Re: How to have no default priority

Hi micshi, Article action (reply) can not manipulate ticket attribute. Why not? Article points to the ticket it belongs to. Anyway, the Reply action allows to set the next state of the ticket. So I think it could possible to make it set the next priority as well. Regards, HervE Hi HervE, You are ri...
by micshi
28 Feb 2012, 16:29
Forum: Help
Topic: Images are not displayed in emails
Replies: 5
Views: 499

Re: Images are not displayed in emails

majo053 wrote:There is now way to do this in 3.0.11?
Yes, in line picture is the new feature in 3.1.1.
by micshi
28 Feb 2012, 03:39
Forum: Help
Topic: Password Reset Email
Replies: 1
Views: 256

Re: Password Reset Email

Framework -> Core,

AdminEmail
by micshi
27 Feb 2012, 15:04
Forum: Help
Topic: One customer to many companies
Replies: 9
Views: 691

Re: One customer to many companies

That's does not matter.
by micshi
27 Feb 2012, 14:34
Forum: Help
Topic: One customer to many companies
Replies: 9
Views: 691

Re: One customer to many companies

Yes
by micshi
27 Feb 2012, 12:28
Forum: Help
Topic: Unlock tickets view.
Replies: 1
Views: 217

Re: Unlock tickets view.

Queue View (AgentTicketQueue) provide a quick overview on unlocked tickets
by micshi
27 Feb 2012, 12:12
Forum: Help
Topic: Displaying Company Name (instead of Company ID) ?
Replies: 15
Views: 5466

Re: Displaying Company Name (instead of Company ID) ?

root@helpdesk:/opt/otrs/Kernel/Output/HTML# diff -u TicketOverviewSmall.pm.bak TicketOverviewSmall.pm --- TicketOverviewSmall.pm.bak 2012-02-27 13:47:12.639548270 +0800 +++ TicketOverviewSmall.pm 2012-02-27 18:08:58.000000000 +0800 @@ -39,6 +39,7 @@ $Self->{CustomerUserObject} = Kernel::System::Cus...
by micshi
27 Feb 2012, 09:25
Forum: Help
Topic: TicketFreeText in CustomerTicketZoom
Replies: 15
Views: 2566

Re: TicketFreeText in CustomerTicketZoom

You can not input value in dynamic field when customer replying ticket.

The following two configuration items are used to show (not for input) dynamic fields in CustomTicketZoom.
Ticket::Frontend::CustomerTicketZoom###DynamicField
Ticket::Frontend::CustomerTicketZoom###AttributesView
by micshi
27 Feb 2012, 07:21
Forum: Help
Topic: Email notification when assigning responsible
Replies: 3
Views: 508

Re: Email notification when assigning responsible

responsible notification is send by OTRS core module Kernel::System::Ticket.

making code change on core module has adversed impact.
by micshi
27 Feb 2012, 07:03
Forum: Help
Topic: Change Default Language
Replies: 8
Views: 914

Re: Change Default Language

your custom Malay translation should be saved in /Kernel/Language/ms_Custom.pm.

after your translation was completed, you shoul email ms_Custom.pm to "i18n@otrs.org".

OTRS develop team will add Malay language in next patch release.
by micshi
27 Feb 2012, 06:42
Forum: Help
Topic: Change Default Language
Replies: 8
Views: 914

Re: Change Default Language

For English language, the language code is 'en'.

do you know your language code?
by micshi
24 Feb 2012, 18:45
Forum: Help
Topic: One customer to many companies
Replies: 9
Views: 691

Re: One customer to many companies

There is a topic about "Customer with multiple IDs (Company tickets)" in chapter 11 of OTRS Admin Manual.

http://doc.otrs.org/3.0/en/html/custome ... backend-db
by micshi
24 Feb 2012, 17:27
Forum: Help
Topic: Email notification when assigning responsible
Replies: 3
Views: 508

Re: Email notification when assigning responsible

that's not possible.
by micshi
24 Feb 2012, 17:00
Forum: Help
Topic: [SOLVED] How to have no default priority
Replies: 7
Views: 1463

Re: How to have no default priority

Hi HervE,

Your second idea, maybe not realized.

Priority is one of ticket attribute, while reply is an action on article.

Article action (reply) can not manipulate ticket attribute.

thanks,

micshi
by micshi
24 Feb 2012, 13:43
Forum: Help
Topic: [SOLVED] How to have no default priority
Replies: 7
Views: 1463

Re: How to have no default priority

For creating new ticket, the front module will eventually call TicketCreate() interface which defined in the OTRS core module $Home/Kernel/System/Ticket.pm Without Priority parameter, TicketCreate() will be failed to create ticket. Please refer to Kernel::System:Ticket from Developer API Documentati...
by micshi
24 Feb 2012, 08:47
Forum: Help
Topic: otrs 3.1.1 change owner of new tickets
Replies: 5
Views: 1146

Re: otrs 3.1.1 change owner of new tickets

I got a workaround for your problem. 1. add a new tag X-OTRS-Owner in PostmasterX-Header 2. create a PostMaster Filter for each queue set X-OTRS-Owner with agent according queue name (X-OTRS-Owner should be the agent id number in database instead of login name). 3. vi /opt/otrs/Kenel/System/PostMast...
by micshi
24 Feb 2012, 08:20
Forum: Help
Topic: Change Default Language
Replies: 8
Views: 914

Re: Change Default Language

You will find "Localization" at
http://www.otrs.com/en/open-source/contribute/
by micshi
24 Feb 2012, 05:06
Forum: General
Topic: Responsible
Replies: 3
Views: 432

Re: Responsible

You can manage ticket responsible via the following two settings:

Ticket::ResponsibleAutoSet
Ticket::EventModulePost###140-ResponsibleAutoSet