Search found 121 matches

by artjoms15
07 Mar 2017, 13:20
Forum: Общие вопросы
Topic: Динамические Поля. Java Script.
Replies: 2
Views: 13085

Re: Динамические Поля. Java Script.

Все просто - регистрируя новый модуль ( DynamicFieldTypeahead ) в Config XML модуля добавьте необходимый Javasript Dependency ( см. здесь )

OTRS Javascript Loader сам подгрузит нужные модули при отображении поля
by artjoms15
28 Feb 2017, 14:19
Forum: General
Topic: Possible to add attributes to links (ITSM CMDB items)?
Replies: 3
Views: 962

Re: Possible to add attributes to links (ITSM CMDB items)?

The closest thing you can get Out-of-the-box is CI Link Types.

As stated in official documentation OTRS::ITSM offers 7 default Link Types. The simplest solution would be to give meaningful names/translations to those types, or you could extend them with your own link types
by artjoms15
31 Aug 2015, 15:05
Forum: Help
Topic: HTTP otrs helper+agents+AD group filtering
Replies: 9
Views: 1691

Re: HTTP otrs helper+agents+AD group filtering

I suppose there is no way to limit the customer to SSO in user interface. It won't have any rights to see anything by default ( default users group ) What you can do is to map Roles automatically according to the group the user resides: http://forums.otterhub.org/viewtopic.php?t=24979 Or you can use...
by artjoms15
31 Aug 2015, 11:09
Forum: Help
Topic: HTTP otrs helper+agents+AD group filtering
Replies: 9
Views: 1691

Re: HTTP otrs helper+agents+AD group filtering

I believe this is the full config. You should set up the Auth module to LDAp as well: #Enable LDAP authentication for Customers / Users $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'otrs.xxx.lv'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=xxxOU,dc=xxx,dc=l...
by artjoms15
31 Aug 2015, 09:49
Forum: Help
Topic: HTTP otrs helper+agents+AD group filtering
Replies: 9
Views: 1691

Re: HTTP otrs helper+agents+AD group filtering

Hello, Maxim! Take a look at AD Groups setting: $Self->{'AuthModule::LDAP::GroupDN'} =''CN=otrs_ldap_allow_A,OU=Groups,OU=BaseOU,DC=example,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; These lines will limit the users to be members of gro...
by artjoms15
29 Jul 2015, 20:50
Forum: General
Topic: No tickets showed in 'My tickets' view (customer interface - customer.pl)
Replies: 9
Views: 7474

Re: No tickets showed in 'My tickets' view (customer interface - customer.pl)

Well, you should check that customer groups functionality is enabled in SysConfig and assign at least one group to every customer ( default groups )
I believe it might help with your issue
by artjoms15
29 Jul 2015, 20:28
Forum: General
Topic: SOLVED - Using services as filter in Search form
Replies: 5
Views: 2336

Re: Using services as filter in Search form

I am glad I could help :)
by artjoms15
29 Jul 2015, 09:39
Forum: General
Topic: No tickets showed in 'My tickets' view (customer interface - customer.pl)
Replies: 9
Views: 7474

Re: No tickets showed in 'My tickets' view (customer interface - customer.pl)

OTRS uses prepared statements throughout the system, so backshlashes should not be a problem this time.

Please check your mapping in Config.pm, whether CustomerID and CustomerUserID fields are filling up with according values from LDAP.
by artjoms15
29 Jul 2015, 09:33
Forum: General
Topic: SOLVED - Using services as filter in Search form
Replies: 5
Views: 2336

Re: Using services as filter in Search form

Hello! First of all - are you talking about Agent or Customer interface? If it is customer interface, then you have to assign services to according customer or to set up default services In case if you are talking about Agent interface, there are 2 possibilities: 1) There is an ACL rule enabled on t...
by artjoms15
24 Jul 2015, 11:45
Forum: Help
Topic: REST Web service Authfail
Replies: 5
Views: 2337

Re: REST Web service Authfail

With another ssh session take a look with tcpdump -A port 80 if the request sent is well formed. For me it seems, that you should escape ampersand symbol, when using curl curl http://helpdesk.company.com/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnectorREST/Ticket/8?UserLogin=User\&Pass...
by artjoms15
21 Jul 2015, 09:52
Forum: Help
Topic: Adding SessionID to url in a dynamic field
Replies: 3
Views: 649

Re: Adding SessionID to url in a dynamic field

Hey, Elrengil! This one is really easy. Just edit the according .dtl you want this dynamic field to appear and add the following lines of JavaScript at the end of the .dtl file <!--dtl:js_on_document_complete--> <script type="text/javascript">//<![CDATA[ document.getElementById('DynamicField_test')....
by artjoms15
16 Jul 2015, 16:49
Forum: General
Topic: Inconsistency in customer authentication?
Replies: 5
Views: 879

Re: Inconsistency in customer authentication?

providing a new table that maps customer email addresses (= login name) to CustomerKey values and stores the passwords If you made a new table where customer data is imported, or a materialized view that contains data from your ERP ( Exported data ), then where is the problem to use default Custome...
by artjoms15
15 Jul 2015, 12:23
Forum: Помощь
Topic: Создание изменения
Replies: 3
Views: 16503

Re: Создание изменения

Нет, тут проблема в другом - не загружены необходимые Объекты, которые обычно автоматически подгружаются, если модуль вызван из веб-интерфейса. Вижу 2 решения - в обоих надо править код: 1) Надо скопировать модуль AgentITSMChangeAddFromTemplate.pm, зарегистрировать в системе, добавить в него создани...
by artjoms15
14 Jul 2015, 12:35
Forum: Помощь
Topic: Создание изменения
Replies: 3
Views: 16503

Re: Создание изменения

День добрый! Не уверен, что Postmaster находит необходимые header'ы во входящем письме, и не уверен, что срабатывает задание GenericAgent'a для тикета (Надо видеть фильтры ). Я пройду по всем состояниям процесса (Допустим, что изменение запустится через GenericAgent) и укажу, на что следует обратить...
by artjoms15
14 Jul 2015, 11:34
Forum: General
Topic: Survey notification
Replies: 4
Views: 894

Re: Survey notification

Hello, msrajampl! I will quote what Crythias has said a long time ago - for custom Surveying - you should use third party tools or develop the tool yourself! I would reccomend you to use LimeSurvey, as it can be easily configured and it keeps up the spirit of Open Source, like OTRS! You can get hint...
by artjoms15
13 Jul 2015, 19:16
Forum: Help
Topic: Dashboard backend WorkingTime
Replies: 3
Views: 1054

Re: Dashboard backend WorkingTime

Uhmm, With current codebase it is IMPOSSIBLE to make a direct request to TicketSearch method. And based on my experience it is an ungrateful job to edit TicketSearch functionality to add another parameter. BTW, what do you mean with WorkingTime - in OTRS there are 3 predefined workingTime fields: Es...
by artjoms15
13 Jul 2015, 16:53
Forum: Help
Topic: Create a workflow based on an incoming ticket
Replies: 1
Views: 673

Re: Create a workflow based on an incoming ticket

Hello, Myriade! 1) if a mail from monitoring comes in more than 3 times, please set priority to high - A custom module ( development needed ) for Generic Agent is needed, which will work with aggregated follow-ups ( triggered by follow-up event ) 2) present the operator with the steps he need to do ...
by artjoms15
13 Jul 2015, 16:26
Forum: Help
Topic: Dashboard backend WorkingTime
Replies: 3
Views: 1054

Re: Dashboard backend WorkingTime

You can use all the values that can be passed to TicketSearch module. https://otrs.github.io/doc/api/otrs/sta ... ch.pm.html

As you can see, WorkingHours is not supported, so you should add this filter manually ( Custom Dashboard .PM module )

A.
by artjoms15
13 Jul 2015, 16:15
Forum: Help
Topic: upgrade error from 3.3.4 to 4.0.9
Replies: 1
Views: 1618

Re: upgrade error from 3.3.4 to 4.0.9

I can suggest a few things that might cause errors during update: 1) Some code in Custom Directory causes the installation process to fail 2) Database Schema was not updated after code update of OTRS ( Step 6.1 of update manual ) 3) Problems with max_allowed_package_size. It should be > 20 MB, to al...
by artjoms15
21 Oct 2012, 14:09
Forum: OTRS Developers
Topic: OTRS SOAP responses in PHP SoapClient
Replies: 32
Views: 25062

Re: OTRS SOAP responses in PHP SoapClient

Thanks. Will try to dig into this! :)
by artjoms15
20 Oct 2012, 19:50
Forum: OTRS Developers
Topic: OTRS SOAP responses in PHP SoapClient
Replies: 32
Views: 25062

Re: OTRS SOAP responses in PHP SoapClient

Is it possible to create articles with attachments via new Generic Interface? Haven't seen any examples or realizations of this. Can anyone guide me the right direction - if there is any kind of API to do so, or should it be done in separate steps, like step1: upload attachment to server step2: Crea...
by artjoms15
17 Oct 2012, 16:08
Forum: OTRS Marketplace
Topic: multi level services
Replies: 1
Views: 17969

Re: multi level services

well, you can read this post and see if it suits you viewtopic.php?f=62&t=12728
Here are some guidelines how to build the dependent autocomplete by yourself ;)
by artjoms15
17 Oct 2012, 15:44
Forum: Help
Topic: Columns in CMBD overview
Replies: 18
Views: 5813

Re: Columns in CMBD overview

Btw, you can set Class in overview, without any customization, just set it into the SysConfig as 1 (shown columns) ;)
by artjoms15
17 Oct 2012, 15:42
Forum: Help
Topic: Columns in CMBD overview
Replies: 18
Views: 5813

Re: Columns in CMBD overview

Well, it is possible, but it requires a heavy customization in OTRS environment. As well, you should be aware, that it includes XML data parsing for EVERY ticket shown in overview, so be ready for additional slowness (on productional environment load of the page took up to 2-3 seconds) So steps to p...
by artjoms15
29 Aug 2012, 13:51
Forum: Help
Topic: Add Next State field to AgentTicketResponsible
Replies: 5
Views: 1242

Re: Add Next State field to AgentTicketResponsible

Or you can use statistics module and get ticket count for each Agent in the system
by artjoms15
27 Aug 2012, 15:38
Forum: OTRS Developers
Topic: cloning a dashlet, what am I missing?
Replies: 1
Views: 612

Re: cloning a dashlet, what am I missing?

You should change the name of the data block as well (Line 169 and maybe Line 177)

Code: Select all

Name => 'ContentSmallCalendarOverviewRow',
to some other name. Do not forget to change it in according DTL file as well.
by artjoms15
22 Aug 2012, 12:46
Forum: Help
Topic: Add search field and ticket button to dashboard
Replies: 3
Views: 623

Re: Add search field and ticket button to dashboard

Maybe you mean the options like in demo site.
Then you should enable this options:

Frontend::ToolBarModule###10-Ticket::TicketSearchFulltext
Frontend::ToolBarModule###4-Ticket::AgentTicketPhone
by artjoms15
17 Aug 2012, 15:40
Forum: Help
Topic: graphics in real time
Replies: 5
Views: 1021

Re: graphics in real time

Hmmm, it is possible to generate a real-time graph in Zabbix System monitoring tool, by executing SQL statements for data input on time period basis (Graph refreshes every x seconds). But I haven' t tried implementing those reports inside OTRS dashboard. The SQL for opened tickets might be really tr...
by artjoms15
17 Aug 2012, 13:56
Forum: General
Topic: How to disable the agents to view others'tickets
Replies: 3
Views: 721

Re: How to disable the agents to view others'tickets

A small hint - use Ticket object Plus methods TicketOwnerGet() and TicketLockGet() to get required info
by artjoms15
17 Aug 2012, 10:27
Forum: Help
Topic: Default services taking too long to load in ticket form
Replies: 6
Views: 1430

Re: Default services taking too long to load in ticket form

It seems so! Try to update to the newest version (3.1.8 at the moment) and see if it helps At least the system with ~ 150 Services/Subservices is working pretty swiftly, although we are using dependant dropdowns tweak to get rid of one enormous dropdown list P.S. How does the customer sees this list...
by artjoms15
17 Aug 2012, 10:19
Forum: General
Topic: How to disable the agents to view others'tickets
Replies: 3
Views: 721

Re: How to disable the agents to view others'tickets

Have been stumbling upon this and here is the idea - it is impossible with a default setting of OTRS. TicketSearch() function will allow to find the needed ticket no matter what permissions to what queues you have :( What I suggest is to tweak Ticket.pm module, which is used to grant permissions to ...
by artjoms15
16 Aug 2012, 11:14
Forum: Help
Topic: Default services taking too long to load in ticket form
Replies: 6
Views: 1430

Re: Default services taking too long to load in ticket form

- What OTRS version do you have - What add-ons have you installed - have you been tweaking any .dtl files (e.g. added jquery autocomplete ) - is there any issues in support assesment module and support assesment->sql benchmark? You should check the performance of your server. - Maybe it is the fault...
by artjoms15
10 Aug 2012, 14:03
Forum: General
Topic: Validate FreeTextField
Replies: 2
Views: 683

Re: Validate FreeTextField

Excuse me, but why don't you use a dropdown list then? If you have to validate it against the list. It would be the best option One more way is to use JQUERY autocomplete, which goes over the dropdown and allows to enter some text. Well, what I want to say - use a dropdown, to keep the list values a...
by artjoms15
09 Aug 2012, 16:45
Forum: Help
Topic: Maximum Closed Tickets
Replies: 7
Views: 3118

Re: Maximum Closed Tickets

If we want to implement best practices, then it would even be advisable to use ticket archiving after each 5k tickets and keep the search limit low, but it is OP' s decision anyway!
by artjoms15
09 Aug 2012, 16:12
Forum: Help
Topic: Maximum Closed Tickets
Replies: 7
Views: 3118

Re: Maximum Closed Tickets

It is the ticket search limitation. Not so difficult to implement: File Kernel/System/Ticket.pm approx line 3817: sub TicketSearch() ... my $OrderBy = $Param{OrderBy} || 'Down'; my $SortBy = $Param{SortBy} || 'Age'; my $Limit = $Param{Limit} || 10000; ... Please looka at that 10000 and make a conclu...
by artjoms15
08 Aug 2012, 13:58
Forum: Help
Topic: genericInterface:TicketSearch ignores parameter
Replies: 4
Views: 1485

Re: genericInterface:TicketSearch ignores parameter

Well, don't know then, what is your problem. If I may point you then look at TicketSearch.pm at approx line: # get tickets created/escalated newer than xxxx-xx-xx xx:xx date if ( $Param{ $Key . 'NewerDate' } ) { if ( $Param{ $Key . 'NewerDate' } !~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(...
by artjoms15
07 Aug 2012, 16:08
Forum: Help
Topic: genericInterface:TicketSearch ignores parameter
Replies: 4
Views: 1485

Re: genericInterface:TicketSearch ignores parameter

Hello. I already posted on the forums once and posted in bugtracker a ready solution, but ohh well. Will do it one more time: OTRS 3.1.x TicketSearch.pm approx. line 1290 ); return; } $SQLExt .= " AND th.create_time <= '" . $Self->{DBObject}->Quote( $Param{TicketChangeTimeOlderDate} ) . "' AND th.ti...
by artjoms15
06 Aug 2012, 12:39
Forum: OTRS Developers
Topic: DBObject Issue!
Replies: 1
Views: 569

Re: DBObject Issue!

Hmm, I' ve found a workaround, but a nasty one! It is possible to create an array, that holds all the query results, and after that t is possible to parse the values of an array. (Possible problems: Out of memory issue with large datasets) while ( my @Row = $Self->{DBObject}->FetchrowArray() ) { $Co...
by artjoms15
06 Aug 2012, 11:17
Forum: OTRS Developers
Topic: DBObject Issue!
Replies: 1
Views: 569

DBObject Issue!

Hello OTRS Developers. I found one issue, while playing with DBObject. It seems, that it is impossible to run another SQL statement or run any function, which operates with DBObject while fetching rows from a result, cause it causes the loop to break. Don' t know, maybe someone has solved this issue...
by artjoms15
06 Aug 2012, 10:42
Forum: Help
Topic: Fine tuning agent notification - problem with own emails
Replies: 8
Views: 1259

Re: Fine tuning agent notification - problem with own emails

Just turn this setting off ;)
Ticket -> Core::Ticket- > AgentSelfNotifyOnAction
It should resolve your problem ;)
by artjoms15
03 Aug 2012, 16:17
Forum: Help
Topic: Linking Company to Customer to ConfigItem
Replies: 2
Views: 876

Re: Linking Company to Customer to ConfigItem

Hmmm What I can suggest... Easy way - OTRS add ins -> Customer-ConfigItem link (Really awesome plugin, but yeah, a subscription is needed ;) ) Will allow to make direct links from a customer to a Config Item, without the need to add Company layer. Hard way: - Add hyperlinks in according .pm module, ...
by artjoms15
03 Aug 2012, 14:57
Forum: General
Topic: Can't turn off Agent Notification
Replies: 1
Views: 547

Re: Can't turn off Agent Notification

It can be turned off in each Agent's personal notifications, so it is their choice to receive or not the notifications ;)
by artjoms15
02 Aug 2012, 15:07
Forum: Help
Topic: Get Ticket Details for a users
Replies: 6
Views: 649

Re: Get Ticket Details for a users

Maybe you could use the static Stats module? (Yeah, again static stats :D) It is like you can get a non-changeable report and include inside everything you need, as it is just a PERL module called under the OTRS framework. If you need just the Total number of tickets and the states of those, then a)...
by artjoms15
01 Aug 2012, 14:26
Forum: OTRS Developers
Topic: Create a General Catalog Entry in .sopm/.opm package
Replies: 0
Views: 548

Create a General Catalog Entry in .sopm/.opm package

Hello. Can anyone give an example how a General Catalog items can be created via .sopm templates. I want to make something similar like Change Management installation Package where dynamic fields, general catalog fields and entries and links are being created. I thought, that it should b created by ...
by artjoms15
30 Jul 2012, 09:44
Forum: General
Topic: First Response of each ticket.
Replies: 8
Views: 2324

Re: First Response of each ticket.

Of course if the first response changes the state of the ticket from NEW to something else, then you can try to parse ticket_history table to get the first article which has state different from the state NEW, like: SELECT ticket.tn, queue.name, CONCAT(users.first_name,' ',users.last_name), a.respon...
by artjoms15
12 Jul 2012, 13:30
Forum: General
Topic: User Rights Management Module
Replies: 0
Views: 324

User Rights Management Module

Hello. Can anyone share their expirience with User Rights Management. For example if you have to keep track of all available Access Rights to multiple systems and get an overview from one place (And it would be preferable not to be an excel file). There is a slight idea to build a module, to keep al...
by artjoms15
06 Jul 2012, 12:29
Forum: Help
Topic: statistical data
Replies: 1
Views: 354

Re: statistical data

You mean, that you want to group tickets on some parameter, like the common problem cause??? Firstly, I am not sure if this can be achieved with standart reporting functionality, therefore it wouild be extremely simple to do with SQL statements (which can be used in Static Statistics module) Secondl...
by artjoms15
05 Jul 2012, 14:33
Forum: OTRS Developers
Topic: Add customer through sql
Replies: 5
Views: 848

Re: Add customer through sql

Check what customer backend you are using. If you use LDAP, then consider of adding one more customer backend source in Config.pm file. Else if you already use database source then check if the CustomerID and CustomerUserID are filled in (Obligatory) in the database. These are the fields which links...
by artjoms15
05 Jul 2012, 14:27
Forum: Help
Topic: Different Dynamic Fields per Type
Replies: 4
Views: 1544

Re: Different Dynamic Fields per Type

If I may add my word, I would implement it with 2 different Dynamic Fields. Let, s say one dynamic field contains a type of Incident (e.g. Printer issues) Then a dynamic field automagically appears with ACL filtered values (JavaScript +ACL) ACL can be set like in this post http://forums.otterhub.org...
by artjoms15
05 Jul 2012, 14:17
Forum: OTRS Marketplace
Topic: Inventory/Shipping Module
Replies: 1
Views: 17865

Re: Inventory/Shipping Module

Is it obligatory to complete this functionality with OTRS? At least I would achieve such functionality with e-commerce software (which also can be open-source or free e.g. webasyst). Of course it is possible to do so in OTRS (would even simpler with kix4OTRS package). But!!! Why?