Search found 76 matches

by BrianYin
13 Oct 2012, 10:31
Forum: General
Topic: Add custom fields into "add customer" records
Replies: 13
Views: 4141

Re: Add custom fields into "add customer" records

i have a question about this. my OTRS using LDAP,but one attribute i need which value is none in LDAP. is it possible i can modify OTRS database table customer_user by adding this attribute which has value. such as i need "Department" in LDAP its value is empty, so i wanna add this attribute in OTRS...
by BrianYin
13 Oct 2012, 09:53
Forum: General
Topic: [SOLVED]Does (Massage of the day) support other language?
Replies: 2
Views: 839

Re: Does MOTD(Massage of the day) support other language?

ok, i see.
you mean i put<p> &Text('This is a message here.') </p>in the motd.dtl
then go to the "'my language'.pm" translate this sentence to any other sentences i want by using my mother language.
Thanks a lot!
by BrianYin
13 Oct 2012, 09:12
Forum: General
Topic: [SOLVED]Does (Massage of the day) support other language?
Replies: 2
Views: 839

[SOLVED]Does (Massage of the day) support other language?

we wanna use massage of the day, but i found this module only support english.
can i add other language on this?
Thanks!!
by BrianYin
29 Sep 2012, 03:13
Forum: General
Topic: View Ticket ownership, responsible or lock in dashboard
Replies: 14
Views: 5843

Re: View Ticket ownership, responsible or lock in dashboard

Ok so I have enabled the My Responsibilities module in the Dashboard. However what I want is to see the tickets listed which are my responsibility (being the owner) but all I see are all tickets by each agent there has your responsibility tickets in the Dashboard: my responsibility ; my queue ; all...
by BrianYin
28 Sep 2012, 08:18
Forum: General
Topic: View Ticket ownership, responsible or lock in dashboard
Replies: 14
Views: 5843

Re: View Ticket ownership, responsible or lock in dashboard

why this code does not work?

Code: Select all

<td>$QData{"UserFirstname"} $QData{"UserLastname"}</td>
it's different from owner.
when i changed owner to UserFirstname the dashboard turns out nothing, why is that?
is there the field name i can look for?
Thanks!
by BrianYin
28 Sep 2012, 04:43
Forum: General
Topic: [SOLVED]add ticket type
Replies: 3
Views: 854

Re: add ticket type

Thanks a lot!!
by BrianYin
27 Sep 2012, 05:20
Forum: General
Topic: [SOLVED]add ticket type
Replies: 3
Views: 854

[SOLVED]add ticket type

Hi, i have a question about ticket type as we all known, customers can select ticket type when they create a ticket. i defined three types for them: 1/operation consultation; 2/system problem reporting 3/others after the agents solve the problems, they need to analyze what cause this problem happene...
by BrianYin
20 Sep 2012, 11:24
Forum: Help
Topic: Does anyone familiar with "batch"function?
Replies: 3
Views: 765

Re: Does anyone familiar with "batch"function?

OK, i see, thanks
i thought if it would change the ticket owner it should warn the operator first...
i will email all the agents this batch function
thanks again
by BrianYin
20 Sep 2012, 10:53
Forum: Help
Topic: Does anyone familiar with "batch"function?
Replies: 3
Views: 765

Does anyone familiar with "batch"function?

Today, my collage told me that he made a mistake: he was doing search after setting the limit condition and he selected all the search result tickets , then clicked batch all the tickets' owner changed to him and the lock state changed to locked, which is way out of control. is that the batch functi...
by BrianYin
12 Sep 2012, 03:27
Forum: Help
Topic: [SOLVED]receiver customer's reply email faster
Replies: 11
Views: 862

Re: receiver customer's reply email faster

Thank you so much!! really appreciate it.
by BrianYin
12 Sep 2012, 02:48
Forum: Help
Topic: [SOLVED]receiver customer's reply email faster
Replies: 11
Views: 862

Re: receiver customer's reply email faster

[Wed Sep 12 08:10:01 2012][Error][Kernel::System::PID::PIDGet][184] Table '.\otrs\process_id' is marked as crashed and should be repaired, SQL: 'SELECT process_name, process_id, process_host, process_create, process_change FROM process_id WHERE process_name = ? LIMIT 1' [Wed Sep 12 08:10:01 2012][Er...
by BrianYin
11 Sep 2012, 12:10
Forum: Help
Topic: [SOLVED]receiver customer's reply email faster
Replies: 11
Views: 862

Re: receiver customer's reply email faster

yes, i restart 'CRONw', but the system still can not fetch the email. i also set up a schedule task in windows system: run "postmaster_mailbox" every 5 mins however, they all failed this is postmaster_mailbox code # -- # cron/postmaster_mailbox - postmaster_mailbox cron of the OTRS # Copyright (C) 2...
by BrianYin
11 Sep 2012, 10:55
Forum: Help
Topic: [SOLVED]receiver customer's reply email faster
Replies: 11
Views: 862

Re: receiver customer's reply email faster

this script fetch email from the mail server sames failed need more information to troubleshoot. Logs, error messages... i mean it fails, because the system can not get the reply or email in queue postmaster automatelly. By the way our server uses windows system , is that a problem, i can't change ...
by BrianYin
11 Sep 2012, 09:46
Forum: Help
Topic: [SOLVED]receiver customer's reply email faster
Replies: 11
Views: 862

Re: receiver customer's reply email faster

i found a new problem about this question, after i changed "postmaster_mailbox" from 10 min to 5 min this script fetch email from the mail server sames failed every time i need to get new repy manually from mail account management module By the way our server uses windows system , is that a problem,...
by BrianYin
06 Sep 2012, 16:22
Forum: Help
Topic: Change state in ITSM Changes module
Replies: 1
Views: 319

Change state in ITSM Changes module

"Dear all, I would like to manually change the state of a workorder within the change-management. So far I figured out that manually changing the state of a workorder can be done in "Report". My ITSM::ChangeManagement::WorkOrder::State: shows following states: START Created Accepted Ready In Progres...
by BrianYin
04 Sep 2012, 16:49
Forum: Help
Topic: Paste picture in article
Replies: 2
Views: 1083

Paste picture in article

we are facing a difficult problem: engineers and customers use different browsers, such as IE, Chrome, Firefox ..... Pasting pictures into article is not suitable for every browser, as far as i known IE can not do it. Unfortunately IE is the mostly used browser in our customers, so it's kind of impo...
by BrianYin
02 Sep 2012, 11:16
Forum: Help
Topic: [SOLVED]receiver customer's reply email faster
Replies: 11
Views: 862

[SOLVED]receiver customer's reply email faster

Hi, i have a question:
1. by using OTRS, agents sending message(reply of the ticket) is immediately but receiving message (customers' reply through outlook) will take much more time(5-10minitues)
is it possible receiving is as fast as sending ?
Thanks a lot!
by BrianYin
31 Aug 2012, 03:42
Forum: Help
Topic: [SOLVED]Error: Need Customer id (OTRS multiple domains)
Replies: 16
Views: 6912

Re: Error: Need Customer id (OTRS multiple domains)

you are right, the problem is mail account!! Thanks a lot! really appreciate it ! you are the MASTER indeed!!!
by BrianYin
30 Aug 2012, 15:41
Forum: Help
Topic: [SOLVED]Error: Need Customer id (OTRS multiple domains)
Replies: 16
Views: 6912

Re: Error: Need Customer id (OTRS multiple domains)

Does config setting between parent domain and child domain the same as the two different domains which trust each other?
should it should be different ?
by BrianYin
30 Aug 2012, 14:47
Forum: Help
Topic: [SOLVED]Error: Need Customer id (OTRS multiple domains)
Replies: 16
Views: 6912

Re: Error: Need Customer id (OTRS multiple domains)

i find the logs there have some differences when it works the BaseDN:domain is DC=greatwall, DC=com,DC=cn but it fails the BaseDN: domain is dc=greatwall,dc=com,dc=cn why does that happen? [Thu Aug 30 20:24:29 2012][Notice][main::_start] Scheduler Service is starting...! [Thu Aug 30 20:24:30 2012][N...
by BrianYin
30 Aug 2012, 14:31
Forum: Help
Topic: [SOLVED]Error: Need Customer id (OTRS multiple domains)
Replies: 16
Views: 6912

Re: Error: Need Customer id (OTRS multiple domains)

no, i didn't change it ,but this is from default.pm +++++++++++++++++++++++++++++++++++++++++++ # customer unique id CustomerKey => 'login', # customer # CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => [ 'first_name', 'last_name', 'email' ], # CustomerUserListFiel...
by BrianYin
30 Aug 2012, 13:56
Forum: Help
Topic: [SOLVED]Error: Need Customer id (OTRS multiple domains)
Replies: 16
Views: 6912

Re: Error: Need Customer id (OTRS multiple domains)

no, itservice is the only one in monitor domain, what else information do u need ?
by BrianYin
30 Aug 2012, 13:49
Forum: Help
Topic: [SOLVED]Error: Need Customer id (OTRS multiple domains)
Replies: 16
Views: 6912

Re: Error: Need Customer id (OTRS multiple domains)

yes, it does. itservice@greatwall.com.cn, in domain monitor.greatwall.com.cn
by BrianYin
30 Aug 2012, 05:20
Forum: Help
Topic: [SOLVED]Error: Need Customer id (OTRS multiple domains)
Replies: 16
Views: 6912

Re: Error: Need Customer id (OTRS multiple domains)

this is the error piece of logs By the way, these two domains are parent and child, monitor is child of greatwall. they trust each other. first is the customer(yinxing) from the first domain, the other(itservice) is from the second domain +++++++++++++++++++++++++++ [Thu Aug 30 11:18:39 2012][Notice...
by BrianYin
30 Aug 2012, 02:56
Forum: Help
Topic: [SOLVED]Error: Need Customer id (OTRS multiple domains)
Replies: 16
Views: 6912

Re: Error: Need Customer id (OTRS multiple domains)

#Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule1'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host1'} = '192.168.0.20'; $Self->{'Customer::AuthModule::LDAP::BaseDN1'} = 'dc=greatwall,dc=com,dc=cn'; $Self->{'Customer::AuthModule::LDAP:...
by BrianYin
29 Aug 2012, 11:01
Forum: Help
Topic: [SOLVED]Error: Need Customer id (OTRS multiple domains)
Replies: 16
Views: 6912

[SOLVED]Error: Need Customer id (OTRS multiple domains)

Hello; I am new to OTRS. We are using two domains in different locations for the agents and customers. I followed the instruction here modifying the config.pm file. After done that i can search all the customers from agent site. However, i can only login from the customer site by using the first dom...