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
Search found 106 matches
- 31 Dec 2014, 06:33
- Forum: General
- Topic: the obsolete directory /etc/apache2/conf.d
- Replies: 1
- Views: 1998
- 31 Dec 2014, 04:22
- Forum: General
- Topic: the obsolete directory /etc/apache2/conf.d
- Replies: 1
- Views: 1998
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 I think /etc/apache2/conf.d is obsolete in ubuntu 14.04.1.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...
- 01 Feb 2013, 02:49
- Forum: Help
- Topic: Lock/Unlock Function
- Replies: 3
- Views: 1901
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
Unlock ticket when changing owner (root@localhost) requires to make some changes in source code.
micshi
- 27 Jan 2013, 04:20
- Forum: News
- Topic: Full (...almost) Demo of the 3.2 New Feattures
- Replies: 4
- Views: 55041
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
When the video of process management will be ready. I am looking forward to it.
thanks,
micshi
- 15 Oct 2012, 02:26
- Forum: Help
- Topic: Displaying Company Name (instead of Company ID) ?
- Replies: 15
- Views: 15116
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...
- 14 Oct 2012, 16:39
- Forum: Help
- Topic: Displaying Company Name (instead of Company ID) ?
- Replies: 15
- Views: 15116
Re: Displaying Company Name (instead of Company ID) ?
Could you show your modification with diff command for both DashboardTicketGeneric.pm and AgentDashboardTicketGeneric.dtl?
- 27 Jun 2012, 01:00
- Forum: General
- Topic: Plugin for asset management
- Replies: 6
- Views: 3511
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
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
- 06 Jun 2012, 01:51
- Forum: General
- Topic: the type coding
- Replies: 2
- Views: 1495
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
thanks,
micshi
- 03 Jun 2012, 03:15
- Forum: General
- Topic: 3.1 Split tickets are not copying freetext fields
- Replies: 4
- Views: 1872
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
Split Ticket works fine with Dynamic Free Fields.
Thanks,
micshi
- 02 Jun 2012, 00:16
- Forum: General
- Topic: 3.1 Split tickets are not copying freetext fields
- Replies: 4
- Views: 1872
- 01 Jun 2012, 02:46
- Forum: Help
- Topic: Only show certain queue's
- Replies: 2
- Views: 1046
Re: Only show certain queue's
Set grroup relations for customer (Groups <-> Customer) in Customer Management and make customermized ACL.
micshi
micshi
- 31 May 2012, 06:00
- Forum: Help
- Topic: Export system log & config next ticket state when forwarding
- Replies: 2
- Views: 1130
Re: Export system log & config next ticket state when forwar
make chage on Ticket::Frontend::AgentTicketForward###StateDefaultAnother 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?
micshi
- 29 May 2012, 10:07
- Forum: Howtos
- Topic: Pass CGI environment variables IP hostname to TicketFreeText
- Replies: 5
- Views: 9297
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
micshi
- 29 May 2012, 07:15
- Forum: General
- Topic: How to create service request/incident email notifications?
- Replies: 1
- Views: 1086
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 "Notifi...
- 28 May 2012, 12:05
- Forum: Help
- Topic: Regarding state
- Replies: 3
- Views: 1552
Re: Regarding state
select "Yes" on Ticket::Frontend::AgentTicketOwner###State.
micshi
micshi
- 28 May 2012, 01:57
- Forum: General
- Topic: [Closed] Parent Child Concept
- Replies: 3
- Views: 1847
Re: Parent Child Concept
MastSlave extension module should be installed and configured.1. If Parent ticket has been closed its child tickets also should be closed.
Ticket::Acl::Module###1-Ticket::Acl::Module should be enabled.2. Parent ticket should not be closed unless child tickets are closed.
micshi
- 09 May 2012, 16:04
- Forum: Help
- Topic: GenericAgent: can't open .../DynamicField/....
- Replies: 22
- Views: 11333
Re: GenericAgent: can't open .../DynamicField/....
Hope you report it to bugs.otrs.org.
micshi
micshi
- 09 May 2012, 07:30
- Forum: Help
- Topic: Restrict to states in AgentTicketSearch
- Replies: 0
- Views: 747
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 => ...
- 04 May 2012, 11:48
- Forum: General
- Topic: Master/Slave tickets
- Replies: 4
- Views: 4891
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 ti...
- 04 May 2012, 10:18
- Forum: General
- Topic: Master/Slave tickets
- Replies: 4
- Views: 4891
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...
- 20 Apr 2012, 12:48
- Forum: Help
- Topic: MasterSlave 1.2.1
- Replies: 2
- Views: 1332
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.
You can find a few bugs report on masterslave in http://bugs.otrs.org.
- 20 Apr 2012, 06:35
- Forum: Help
- Topic: Remote IP?
- Replies: 4
- Views: 1777
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.
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.
- 20 Apr 2012, 06:27
- Forum: General
- Topic: manual Escalation of ticket
- Replies: 6
- Views: 5626
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.
If you want to assign a ticket to another agent, you should change the ticket owner or move the ticket to another queue.
- 20 Apr 2012, 04:51
- Forum: General
- Topic: Problem with changing default PendingDiffTime
- Replies: 5
- Views: 2120
Re: Problem with changing default PendingDiffTime
you should read source code of ticket compose action.
- 20 Apr 2012, 04:38
- Forum: General
- Topic: change_owner_of_ticket
- Replies: 2
- Views: 1163
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.
The dashboard only show those tickets the current login agent has rw permission on them.
- 20 Apr 2012, 03:16
- Forum: General
- Topic: [Solved] Delete ITSM Change
- Replies: 11
- Views: 5015
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'.
ITSMChange::Frontend::MenuModule###100-ChangeDelete
Only the change manager can delete the changes which state is not in 'requested' or 'pending approval'.
- 30 Mar 2012, 12:16
- Forum: General
- Topic: Ticket Types not translated anywhere
- Replies: 5
- Views: 1776
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
thanks,
micshi
- 27 Mar 2012, 07:58
- Forum: General
- Topic: how to delete or remove tickets other than GenericAgent
- Replies: 4
- Views: 7972
Re: how to delete or remove tickets other than GenericAgent
you can active delete menu button in ticket zoom.
Ticket::Frontend::MenuModule###460-Delete
Ticket::Frontend::MenuModule###460-Delete
- 27 Mar 2012, 07:12
- Forum: General
- Topic: Huge escalation time
- Replies: 1
- Views: 999
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
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
- 02 Mar 2012, 14:48
- Forum: General
- Topic: sort new tickets
- Replies: 1
- Views: 930
Re: sort new tickets
not possible.
you can sort ticket age up or down in queue view, status view or escalation view.
you can sort ticket age up or down in queue view, status view or escalation view.
- 02 Mar 2012, 14:40
- Forum: Help
- Topic: Notification to customers for closed calls
- Replies: 5
- Views: 2447
Re: Notification to customers for closed calls
read admin manual
- 02 Mar 2012, 06:35
- Forum: Help
- Topic: Notification to customers for closed calls
- Replies: 5
- Views: 2447
Re: Notification to customers for closed calls
have you set up the cron job for generic_agent-database?
- 01 Mar 2012, 05:59
- Forum: Help
- Topic: [SOLVED] How to have no default priority
- Replies: 7
- Views: 3821
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...
- 28 Feb 2012, 16:29
- Forum: Help
- Topic: Images are not displayed in emails
- Replies: 5
- Views: 2048
Re: Images are not displayed in emails
Yes, in line picture is the new feature in 3.1.1.majo053 wrote:There is now way to do this in 3.0.11?
- 28 Feb 2012, 03:39
- Forum: Help
- Topic: Password Reset Email
- Replies: 1
- Views: 1040
Re: Password Reset Email
Framework -> Core,
AdminEmail
AdminEmail
- 27 Feb 2012, 15:04
- Forum: Help
- Topic: One customer to many companies
- Replies: 9
- Views: 2848
Re: One customer to many companies
That's does not matter.
- 27 Feb 2012, 14:34
- Forum: Help
- Topic: One customer to many companies
- Replies: 9
- Views: 2848
- 27 Feb 2012, 12:28
- Forum: Help
- Topic: Unlock tickets view.
- Replies: 1
- Views: 905
Re: Unlock tickets view.
Queue View (AgentTicketQueue) provide a quick overview on unlocked tickets
- 27 Feb 2012, 12:12
- Forum: Help
- Topic: Displaying Company Name (instead of Company ID) ?
- Replies: 15
- Views: 15116
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...
- 27 Feb 2012, 09:25
- Forum: Help
- Topic: TicketFreeText in CustomerTicketZoom
- Replies: 15
- Views: 5565
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
The following two configuration items are used to show (not for input) dynamic fields in CustomTicketZoom.
Ticket::Frontend::CustomerTicketZoom###DynamicField
Ticket::Frontend::CustomerTicketZoom###AttributesView
- 27 Feb 2012, 07:21
- Forum: Help
- Topic: Email notification when assigning responsible
- Replies: 3
- Views: 1577
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.
making code change on core module has adversed impact.
- 27 Feb 2012, 07:03
- Forum: Help
- Topic: Change Default Language
- Replies: 8
- Views: 3200
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.
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.
- 27 Feb 2012, 06:42
- Forum: Help
- Topic: Change Default Language
- Replies: 8
- Views: 3200
Re: Change Default Language
For English language, the language code is 'en'.
do you know your language code?
do you know your language code?
- 24 Feb 2012, 18:45
- Forum: Help
- Topic: One customer to many companies
- Replies: 9
- Views: 2848
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
http://doc.otrs.org/3.0/en/html/custome ... backend-db
- 24 Feb 2012, 17:27
- Forum: Help
- Topic: Email notification when assigning responsible
- Replies: 3
- Views: 1577
Re: Email notification when assigning responsible
that's not possible.
- 24 Feb 2012, 17:00
- Forum: Help
- Topic: [SOLVED] How to have no default priority
- Replies: 7
- Views: 3821
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
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
- 24 Feb 2012, 13:43
- Forum: Help
- Topic: [SOLVED] How to have no default priority
- Replies: 7
- Views: 3821
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...
- 24 Feb 2012, 08:47
- Forum: Help
- Topic: otrs 3.1.1 change owner of new tickets
- Replies: 5
- Views: 2681
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...
- 24 Feb 2012, 08:20
- Forum: Help
- Topic: Change Default Language
- Replies: 8
- Views: 3200
Re: Change Default Language
You will find "Localization" at
http://www.otrs.com/en/open-source/contribute/
http://www.otrs.com/en/open-source/contribute/
- 24 Feb 2012, 05:06
- Forum: General
- Topic: Responsible
- Replies: 3
- Views: 1595
Re: Responsible
You can manage ticket responsible via the following two settings:
Ticket::ResponsibleAutoSet
Ticket::EventModulePost###140-ResponsibleAutoSet
Ticket::ResponsibleAutoSet
Ticket::EventModulePost###140-ResponsibleAutoSet