Search found 187 matches

by amdkryn
17 Jul 2014, 17:06
Forum: Help
Topic: SQL Query - Add email field of queue that received ticket
Replies: 4
Views: 854

SQL Query - Add email field of queue that received ticket

Hi, How do I add the following query the information on which the e-mail was used to record the ticket? I have two email accounts registered in the system receiving the tickets from customers, for example, teste@empresa.com, chamado@empresa.com, but the query does not display them. SELECT ticket.tn,...
by amdkryn
09 Jul 2014, 13:47
Forum: Help
Topic: [SOLVED] "pending auto reopen" don't reopen a ticket
Replies: 6
Views: 1105

Re: "pending auto reopen" don't reopen a ticket

So what is the purpose of defining the date and time? I set up cron to run every 30 minutes.
by amdkryn
08 Jul 2014, 20:16
Forum: Help
Topic: [SOLVED] "pending auto reopen" don't reopen a ticket
Replies: 6
Views: 1105

Re: "pending auto reopen" don't reopen a ticket

I made some changes and now is working, but the time has set is not working. For example, I've set to reopen the ticket to 13h and only reopened at 14:45. Any suggestions?

What changes should I do in cron?
by amdkryn
08 Jul 2014, 18:33
Forum: Help
Topic: [SOLVED] "pending auto reopen" don't reopen a ticket
Replies: 6
Views: 1105

Re: "pending auto reopen" don't reopen a ticket

Hi, Yes, I use the sysconfig Kix but I had already changed and that the next ticket status is changed to open. I made new tests and the "pending auto close +" and "pending auto close-" work, however, do not respect the date and time that I determine. Status was changed automatically long after I spe...
by amdkryn
08 Jul 2014, 16:09
Forum: Help
Topic: [SOLVED] "pending auto reopen" don't reopen a ticket
Replies: 6
Views: 1105

[SOLVED] "pending auto reopen" don't reopen a ticket

Created the type "pending auto reopen" to reopen a ticket when the time expires, however, is not working. The option available but this does not work. My idea is that tickets to "reopen pending auto" switch to "open". The status "pending auto close +" and "pending auto close-" does not change the st...
by amdkryn
27 Jun 2014, 14:31
Forum: Help
Topic: MasterSlave - Phone Call and reopen Ticket Slave
Replies: 2
Views: 406

MasterSlave - Phone Call and reopen Ticket Slave

I use MasterSlave and I want the slave receives the events of "phone call inbound" and "outbound phone call" created in Master Ticket. Is it possible? In Core :: MasterSlave within System Config have the option:   Ticket :: EventModulePost # # # MasterSlave to content (ArticleCreate|ArticleSend|Tick...
by amdkryn
17 Jun 2014, 19:56
Forum: Help
Topic: [SOLVED] Report to differentiating open tickets mail/phone?
Replies: 9
Views: 1648

Re: Report to differentiating open tickets mail/phone?

You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'LIMIT 10' at line 1 in (14,29); LIMIT 10' Yes, can you see it? . . Options are: clear the limit and/or remove the semicolon I interpreted that this limit would not ...
by amdkryn
17 Jun 2014, 17:19
Forum: Help
Topic: [SOLVED] Report to differentiating open tickets mail/phone?
Replies: 9
Views: 1648

Re: Report to differentiating open tickets mail/phone?

SELECT ticket.tn, tht.name FROM `ticket_history` th left join ticket on ticket.id = th.ticket_id left join ticket_history_type tht on tht.id = th.history_type_id WHERE th.history_type_id in (14,29); I copied and pasted exactly this command but with the error below: You have an error in your SQL syn...
by amdkryn
17 Jun 2014, 11:47
Forum: Help
Topic: [SOLVED] Report to differentiating open tickets mail/phone?
Replies: 9
Views: 1648

Re: Report to differentiating open tickets via email or phon

WebRequestCustomer is ticket_history_type.id=29 PhoneCallCustomer is ticket_history_type.id=14 to find ticket_history_type ids: SELECT id,name FROM ticket_history_type select count(*), history_type_id from ticket_history where history_type_id in (14,29) group by history_type_id add numbers as neede...
by amdkryn
09 Jun 2014, 14:44
Forum: Help
Topic: [SOLVED] Report to differentiating open tickets mail/phone?
Replies: 9
Views: 1648

Re: Report to differentiating open tickets via email or phon

Someone? Any suggestions on how to differentiate simple search or report?
by amdkryn
05 Jun 2014, 15:44
Forum: Help
Topic: Phonecall action always mentions System ID instead of Agent
Replies: 5
Views: 740

Re: Phonecall action always mentions System ID instead of Ag

Thanks for the reply. I had read about this bug (though confusing), know if there is any workaround?
by amdkryn
05 Jun 2014, 15:27
Forum: Help
Topic: Phonecall action always mentions System ID instead of Agent
Replies: 5
Views: 740

Re: Phonecall action always mentions System ID instead of Ag

Someone? Any suggestions to make as it was before?
by amdkryn
04 Jun 2014, 21:26
Forum: Help
Topic: [SOLVED] Report to differentiating open tickets mail/phone?
Replies: 9
Views: 1648

[SOLVED] Report to differentiating open tickets mail/phone?

How to generate report differentiating open tickets via email and by phone?
Can be with a simple search or report. I activated the opening of tickets by email and want to know which option is being used more.

tks,
by amdkryn
29 Apr 2014, 20:02
Forum: Help
Topic: [SOLVED] Interface Customer TemplateGenerator.pm with error
Replies: 5
Views: 939

Re: Interface Customer - TemplateGenerator.pm with error

Problem solved after installing version 6.0.3. Thank you.

http://www.cape-it.de/files/ChangeLogs/ ... RS_6-0.txt

(2014/03/10) - Bugfix: T2014031090000263 (ticket templates not working in customer frontend) (ddoerffel)
by amdkryn
28 Apr 2014, 21:51
Forum: Help
Topic: Phonecall action always mentions System ID instead of Agent
Replies: 5
Views: 740

Phonecall action always mentions System ID instead of Agent

I upgraded to version 3.3.6 and now on PhoneOutbound articles, the FROM field shows OTRS System instead of Agent ID. When I make a phone call outbound, created the articles come with OTRS System ID on the "From" field. Before the update, it came with Agent ID, what I suppose it was right. I do not k...
by amdkryn
23 Apr 2014, 19:36
Forum: Help
Topic: [SOLVED] Interface Customer TemplateGenerator.pm with error
Replies: 5
Views: 939

Re: Interface Customer - TemplateGenerator.pm with error

I sent an email to them and got a response "Reported the error is known and fixed in the next release." But did not inform a prospective date, only hope.
by amdkryn
10 Apr 2014, 19:26
Forum: Help
Topic: [SOLVED] Interface Customer TemplateGenerator.pm with error
Replies: 5
Views: 939

Re: Interface Customer - TemplateGenerator.pm with error

Please, does anyone have any tips?
by amdkryn
03 Apr 2014, 16:53
Forum: Help
Topic: [SOLVED] Dashboard - Increase limit text Title column
Replies: 4
Views: 1144

Re: Dashboard - Increase the limit of the text Title column

It worked! Thank you very much. I changed the value quoted in the file and it worked.
by amdkryn
26 Mar 2014, 16:08
Forum: Help
Topic: [SOLVED] Interface Customer TemplateGenerator.pm with error
Replies: 5
Views: 939

[SOLVED] Interface Customer TemplateGenerator.pm with error

Hi, From the customer screen I created some template ticket but when I try to use any of them the message below: Can not locate object method " GetUserData " via package " Kernel :: System :: CustomerUser " at / opt/otrs/KIX4OTRS/Kernel/System/TemplateGenerator.pm line 1458 . URL: http://191.1.X.X/o...
by amdkryn
25 Mar 2014, 19:01
Forum: Help
Topic: [SOLVED] Screen Customer Information Center
Replies: 2
Views: 628

Re: Screen Customer Information Center

I found a way to solve it but do not know if it's better, but still have not had any problems. in http://otrs/otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Frontend::Agent::ModuleRegistration;SysConfigGroup=Framework;# I removed the content onclick="window.setTimeout(function(...
by amdkryn
22 Mar 2014, 22:55
Forum: Geral
Topic: [RESOLVIDO] SLA automático pra quem usa KIX4OTRS
Replies: 11
Views: 3730

Re: SLA automático com base no serviço escolhido?

Galera, finalmente eu achei onde fica o bendito arquivo para quem usa o KIX4OTRS. Precisa alterar o arquivo /opt/otrs/KIX4OTRSITSMIncidentProblem/Kernel/Modules/AgentTicketPhone.pm (o via e-mail também), próximo a linhas 2498 e 3170 do arquivo, alterando os valores do PossibleNone para 0 igual ao su...
by amdkryn
22 Mar 2014, 20:51
Forum: Help
Topic: [SOLVED] Dashboard - Increase limit text Title column
Replies: 4
Views: 1144

[SOLVED] Dashboard - Increase limit text Title column

Hi, My situation is the following: In the Dashboard table, there are some columns (as the title of ticket), which have a very short text, I want to increase the text size of this column. For example: The text is "zzzzzzzzzzzzzzzzzzzzzz", but the width of this column showing a few characters, and thu...
by amdkryn
20 Mar 2014, 21:05
Forum: Geral
Topic: [Resolvido] Adicionar campo dinâmico em Informação do Ticket
Replies: 4
Views: 7096

Re: Adicionar campo dinâmico no campo Informação do Ticket

Encontrei onde eu estava errando graças a uma dica no forum em inglês. Eu havia criado um campo dinâmico como artigo ao invés de tipo ticket. Na versão 3.3.5 (não validei as anteriores), ficou muito mais fácil.
by amdkryn
20 Mar 2014, 16:35
Forum: Help
Topic: [SOLVED] Add dynamic field in the Information Ticket
Replies: 4
Views: 3843

Re: Add dynamic field in the field of Information Ticket / C

It worked! Thank you, I had created with the article type. With the Ticket type worked.
by amdkryn
20 Mar 2014, 13:54
Forum: Geral
Topic: [Resolvido] Adicionar campo dinâmico em Informação do Ticket
Replies: 4
Views: 7096

Re: Adicionar campo dinâmico no campo Informação do Ticket

Vamos lá galera, deem ao menos uma sugestão....
by amdkryn
20 Mar 2014, 13:53
Forum: Help
Topic: [SOLVED] Add dynamic field in the Information Ticket
Replies: 4
Views: 3843

Re: Add dynamic field in the field of Information Ticket / C

I do not need to add information to the Customer, but I want to display on the Ticket Information screen (Sidebar). Know tell me how can I do?
by amdkryn
19 Mar 2014, 14:02
Forum: Help
Topic: [Solved] Export values with accent (PT-BR ISO-8859-1) to CSV
Replies: 7
Views: 2506

Re: Export values with accent to CSV - Help

For those interested, the problem of exporting the report with accents (PT-BR) was solved with the following configuration (/opt/otrs/Custom/Kernel/Modules/AgentSurveyExport.pm): Under "user Kernel ::System::HTMLUtils;" add "use Encode;" and in line 110, change as code below: return $Self->{LayoutOb...
by amdkryn
18 Mar 2014, 16:24
Forum: Geral
Topic: [RESOLVIDO] Erro ao fechar chamado
Replies: 1
Views: 1068

Re: Erro ao fechar chamado

Não sei como excluir o tópico. Para não deixa-lo sem resposta e após tanto tempo usando o OTRS acredito que a solução para o problema que eu tinha era devido a falta de um módulo perl ou configuração errada (eu tenho que usar o SMTPTLS, por exemplo).
by amdkryn
18 Mar 2014, 16:12
Forum: Help
Topic: [SOLVED] Add dynamic field in the Information Ticket
Replies: 4
Views: 3843

[SOLVED] Add dynamic field in the Information Ticket

Created a dynamic field and put the screens opening called, however, want the information (inserted into the opening of the ticket) appears in the "Call info" or "Customer Information" screen - These panels are on the right side on the screen the call. Have added my dynamic field in several places a...
by amdkryn
17 Mar 2014, 22:00
Forum: Help
Topic: [SOLVED] Screen Customer Information Center
Replies: 2
Views: 628

[SOLVED] Screen Customer Information Center

I upgraded to OTRS 3.3.5 and KIX4OTRS 6.0.2 and now when i click on the "Customer Information Center" nothing appears, the screen goes dark instead of displaying the fields to search the Customer. It only happens if I'm in the dashboard. When I press "ESC" return to the Dashboard screen without any ...
by amdkryn
12 Mar 2014, 17:03
Forum: Help
Topic: [SOLVED] Survey - AgentSurveyZoom Error - Upgrade
Replies: 3
Views: 459

Re: Survey - AgentSurveyZoom Error - Upgrade

It worked! Thank you very much.
by amdkryn
12 Mar 2014, 11:59
Forum: Help
Topic: [SOLVED] Survey - AgentSurveyZoom Error - Upgrade
Replies: 3
Views: 459

[SOLVED] Survey - AgentSurveyZoom Error - Upgrade

Updated the OTRS version 3.2.9 to 3.3.35 with Kix4otrs 6.0.2. After upgrading the Survey this error when I try to view any item. Error message: Can not locate object method "CountRequest" via package "Kernel :: System :: Survey" at / opt / otrs / Custom / Kernel / Modules / AgentSurveyZoom.pm line 1...
by amdkryn
03 Mar 2014, 22:12
Forum: Ajuda
Topic: Tempo médio SQL Benchmark - Comparativo
Replies: 0
Views: 5494

Tempo médio SQL Benchmark - Comparativo

Galera, Durante o teste de SQL via "Support Info" do OTRS qual o tempo médio que o sistema de vocês apresenta? Meus tempos estão muito altos com base na mensagem mas o desempenho esta satisfatório. Instalei do zero a versão 3.3 com ITSM e mais nada, o resultado foi o abaixo: KEY VALUE TIME COMMENT I...
by amdkryn
27 Feb 2014, 18:05
Forum: Geral
Topic: [Resolvido] Adicionar campo dinâmico em Informação do Ticket
Replies: 4
Views: 7096

[Resolvido] Adicionar campo dinâmico em Informação do Ticket

Galera, criei um campo dinâmico e coloquei nas telas de abertura de chamado, porém, quero que a informação (informada na abertura) apareça na tela de "Informação do Chamado" ou "Informação do Cliente" - Essas painéis ficam ao lado direito na tela do chamado. Já adicionei o meu campo dinâmico em vári...
by amdkryn
10 Oct 2013, 16:33
Forum: Geral
Topic: [RESOLVIDO] SLA automático pra quem usa KIX4OTRS
Replies: 11
Views: 3730

Re: SLA automático com base no serviço escolhido?

Comigo não funcionou... será que é o KIX4OTRS ou que depende de alguma outra alteração? Olá Amdkry Conseguiu resolver o problema com o video tutorial que eu postei no YouTube? Desculpe a demora, eu não havia recebido o aviso de atualização do Post. Segui o procedimento do vídeo mas ainda não funcion...
by amdkryn
10 Oct 2013, 16:32
Forum: Geral
Topic: [RESOLVIDO] SLA automático pra quem usa KIX4OTRS
Replies: 11
Views: 3730

Re: SLA automático com base no serviço escolhido?

Retomei esse assunto só agora, peço desculpas por não ter lido antes. Refiz o teste em um ambiente de homologação e comigo não funciona. Executei o script otrs.DeleteCache.pl e também não funcionou.. inclusive reiniciei e nada. Alterei diretamente o arquivo /opt/otrs/Kernel/Modules/AgentTicketPhone....
by amdkryn
05 Sep 2013, 19:41
Forum: Geral
Topic: [RESOLVIDO] SLA automático pra quem usa KIX4OTRS
Replies: 11
Views: 3730

Re: SLA automático com base no serviço escolhido?

Desculpe a demora, eu não havia recebido o aviso de atualização do Post. Segui o procedimento do vídeo mas ainda não funciona. Alterei o valor de 1 para 0 em ambas as chaves. No vídeo ele recomenda copiar o AgentTicketPhone.pm para a pasta Custom/Kernel/Modules/ mas o AgentTicketPhone.pm já existia ...
by amdkryn
23 Aug 2013, 05:22
Forum: Geral
Topic: [RESOLVIDO] SLA automático pra quem usa KIX4OTRS
Replies: 11
Views: 3730

[RESOLVIDO] SLA automático pra quem usa KIX4OTRS

Galera, Tem como tornar automático a SLA com base no serviço? Eu criei os serviços e as SLA's, mas no momento de abrir o chamado, a SLA fica com - ao invés de preencher automaticamente. O estranho é que eu tenho a impressão que funciona automaticamente antes de atualizar para a versão 3.2.9 e ITSM 3...
by amdkryn
23 Aug 2013, 03:13
Forum: Ajuda
Topic: [RESOLVIDO] Proprietário - Chamados abertos por e-mail
Replies: 1
Views: 1014

Re: Proprietário - Chamados abertos por e-mail

Eu finalmente achei a resposta. Eu havia configurado o PostmasterUserID com o ID do meu usuário (que é 2) - dentro de "Core::PostMaster". Alterei para 1 e problema resolvido.

Obrigado
by amdkryn
23 Aug 2013, 03:11
Forum: Help
Topic: [SOLVED] I am the owner of all open tickets via email.
Replies: 13
Views: 1778

Re: I am the owner of all open tickets via email.

I finally found the answer. I had configured the PostmasterUserID with my user ID (which is 2) in (Core::PostMaster). Changed to 1 and problem solved.

thank you
by amdkryn
20 Aug 2013, 20:59
Forum: Help
Topic: [Solved] Export values with accent (PT-BR ISO-8859-1) to CSV
Replies: 7
Views: 2506

Re: Export values with accent to CSV - Help

amdkryn wrote:I copied the code and saved in place of the original but the accents do not work yet. Any other tips?
Someone?
by amdkryn
02 Aug 2013, 18:08
Forum: Help
Topic: [Solved] Export values with accent (PT-BR ISO-8859-1) to CSV
Replies: 7
Views: 2506

Re: Export values with accent to CSV - Help

I copied the code and saved in place of the original but the accents do not work yet. Any other tips?
by amdkryn
02 Aug 2013, 02:18
Forum: Help
Topic: [Solved] Export values with accent (PT-BR ISO-8859-1) to CSV
Replies: 7
Views: 2506

Re: Export values with accent to CSV - Help

I do not sure, I believe that is the default.
A consultant had already corrected other reports, but this has not yet and I want to learn to solve.

I changed the quoted text did not work. Any other suggestions?
by amdkryn
01 Aug 2013, 18:46
Forum: Help
Topic: [Solved] Export values with accent (PT-BR ISO-8859-1) to CSV
Replies: 7
Views: 2506

[Solved] Export values with accent (PT-BR ISO-8859-1) to CSV

Hi! I need to export values with accent (ã, õ, á,ó...) to CSV file from OTRS Survey, but isn't possible. Link for example: http://server/otrs/index.pl?Action=AgentSurveyExport;SurveyID=2 Each column that has accent is truncated in file exported. How can i change the character encoding from the expor...