Search found 314 matches

by tto
28 Apr 2015, 08:57
Forum: Help
Topic: Apache starting failed, after configure OTRS with AD
Replies: 32
Views: 4976

Re: Apache starting failed, after configure OTRS with AD

Code: Select all

[Tue Apr 28 11:56:34 2015] [error] Global symbol "$self" requires explicit package name at /opt/otrs//Kernel/Config.pm line 88.
...this says everything: $self

Issue moved - nothing to do with development.

regards, T.
by tto
27 Apr 2015, 12:01
Forum: Help
Topic: List of rejected Tickets
Replies: 7
Views: 935

Re: List of rejected Tickets

manish wrote:I am new in OTRS please help me,
how to see the list of rejected tickets in OTRS.

Thanks
question moved to help - nothing to do with development.

regards, T.
by tto
22 Apr 2015, 12:55
Forum: OTRS Developers
Topic: Disable Default Ticket Notifications
Replies: 7
Views: 5561

Re: Disable Default Ticket Notifications

that can't be right there are only two settings list in the GenericAgent.pm GenericAgent job that sends escalation notifications and GenericAgent job that triggers escalation forewarn and escalation start events as stated earlier i've tried disabling these two setting and it disables ALL notificati...
by tto
22 Apr 2015, 11:03
Forum: OTRS Developers
Topic: Disable Default Ticket Notifications
Replies: 7
Views: 5561

Re: Disable Default Ticket Notifications

Specifically i want to disable the notifications that send before a ticket escalates as we have our own custom under the admin panel there is a section called Agent Notifications These are the two notifications i want to disable: Agent::Escalation Agent::EscalationNotifyBefore There doesn't seem to...
by tto
22 Apr 2015, 09:47
Forum: OTRS Developers
Topic: Disable Default Ticket Notifications
Replies: 7
Views: 5561

Re: Disable Default Ticket Notifications

I want to disable the default ticket notifications that otrs does without disabling out customs ones. i've tried disabling them from GenericAgent.pm but it ends up disabling all the ticket notifications including our custom ones. anyway to choose which ticket notifications get sent specifically? So...
by tto
21 Apr 2015, 11:17
Forum: OTRS Developers
Topic: Aktivate CI-Graph/Link Graph in KIX4OTRS
Replies: 10
Views: 5368

Re: Aktivate CI-Graph/Link Graph in KIX4OTRS

Hi, your installation seems to be incomplete or at least not performed properly. It's likely that this happened to to missing permissions on the installing user. [...] use lib "/opt/otrs/KIX4OTRSMasterSlave"; I added this use-clauses in Config.pm, so now I can activate the Link-Graph and I see the g...
by tto
20 Apr 2015, 09:03
Forum: OTRS Developers
Topic: Gateway Time-out 504 while export the CSV Reports
Replies: 6
Views: 5079

Re: Gateway Time-out 504 while export the CSV Reports

Hi Thanks for your reply. How can we use for front end csv export instead of using command line. Because, all customers using Search option to get csv reports. Your customers use the reporting tool? That's not quite default. Customer users usually do not have access to the agent frontend (where the...
by tto
17 Apr 2015, 11:40
Forum: OTRS Developers
Topic: Aktivate CI-Graph/Link Graph in KIX4OTRS
Replies: 10
Views: 5368

Re: Aktivate CI-Graph/Link Graph in KIX4OTRS

The package is not properly installed. Did you follow the instructions and installed it as user with rw permission on the otrs directory? Could the other KIX4OTRS*-Directories be created and does contain Config.pm corresponding use-clauses?

regards, T.
by tto
15 Apr 2015, 19:28
Forum: OTRS Developers
Topic: Aktivate CI-Graph/Link Graph in KIX4OTRS
Replies: 10
Views: 5368

Re: Aktivate CI-Graph/Link Graph in KIX4OTRS

luba wrote:The framwork "KIX4OTRS" has 5 elemtens. Is this right?
...don't know what you mean with "5 elements".

regards, T.
by tto
15 Apr 2015, 19:28
Forum: OTRS Developers
Topic: Aktivate CI-Graph/Link Graph in KIX4OTRS
Replies: 10
Views: 5368

Re: Aktivate CI-Graph/Link Graph in KIX4OTRS

Hi, thanks for your answer. In the SysConfig I searched the option "0130". I get only showd the group "Frontend::Agent::Dashboard". I looked in all groups of all frameworks, but I can't find the option "AgentITSMConfigItemZoomBackend###0130-LinkGraph". SysConfig group "KIX4OTRS-ITSM", sub group "Fr...
by tto
14 Apr 2015, 21:15
Forum: OTRS Developers
Topic: Aktivate CI-Graph/Link Graph in KIX4OTRS
Replies: 10
Views: 5368

Re: Aktivate CI-Graph/Link Graph in KIX4OTRS

Hi,

just enable SysConfig option "AgentITSMConfigItemZoomBackend###0130-LinkGraph".

regards, T.
by tto
24 Mar 2015, 12:52
Forum: OTRS Developers
Topic: Connect Module to second Database
Replies: 2
Views: 3984

Re: Connect Module to second Database

Hi there, I am currently trying to write a module which shall connect to another Database and display data from there. I managed to created my Modules and Templates and also found out how to change the tables by setting a custom config in the core module. Unfortunatelly, all tutorials I found are r...
by tto
17 Mar 2015, 13:21
Forum: OTRS Developers
Topic: Gateway Time-out 504 while export the CSV Reports
Replies: 6
Views: 5079

Re: Gateway Time-out 504 while export the CSV Reports

swilliamrobert1982 wrote:Any one advice please about this issue
use the command line (otrs.GenerateStats.pl) in order to get your report. It looks like your report just takes too long and the webserver cancels the request. Reconfiguring your apache won't solve the problem.

regards, T.
by tto
16 Mar 2015, 07:26
Forum: OTRS Developers
Topic: Dynamic Field Keep Value from Sqlquery
Replies: 6
Views: 4586

Re: Dynamic Field Keep Value from Sqlquery

I'm using the add on but it seems that is not possible to write a query and Keep the result, but it is possible only to write a table and the related cols to ... ...the DF from this addon stores "some" key of the delete DB entry. Just pick the row you want to store (key-field option). PS: There wil...
by tto
04 Mar 2015, 13:06
Forum: Hilfe
Topic: Dynamic Ticket Template und KIX4OTRS
Replies: 1
Views: 435

Re: Dynamic Ticket Template und KIX4OTRS

Hi Wir haben das OTRS Feature Add On Ticketmaskextension für dynamische Ticket Templates installiert. Nun haben wir uns auch noch Kix4OTRS installiert. Seither Funktionieren die Ticket Templates nicht mehr. Hat jemand Erfahrungswerte? Kix4OTRS hat ja seine eigenen Ticket Templates, kann es sein, da...
by tto
20 Feb 2015, 10:23
Forum: Hilfe
Topic: Telefonnummer bei/von Agenten
Replies: 7
Views: 1909

Re: Telefonnummer bei/von Agenten

$Self->{PreferencesGroups}->{Phone} = { Module => 'Kernel::Output::HTML::PreferencesGeneric', Colum => 'Other Options', Label => 'Phone Number', Desc => 'Telephone number of the agent.', Block => 'Input', Data => '$Env{"UserPhoneNumber"}', PrefKey => 'UserPhoneNumber', Prio => 7000, Activ => 1, }; ...
by tto
23 Jan 2015, 18:28
Forum: Hilfe
Topic: CI einer Firma zuordnen und mit Ticket verknüpfen
Replies: 19
Views: 3209

Re: CI einer Firma zuordnen und mit Ticket verknüpfen

Joker wrote: KIXSidebarConfigItemLink::KIXSidebarLinkedCIsParams -> SearchAttribute -> CustomerID

bitte mal UserCustomerID verwenden - so wie es im Kundendatenbackend definiert ist - und probieren.

CU, TT.
by tto
22 Jan 2015, 18:21
Forum: Hilfe
Topic: CI einer Firma zuordnen und mit Ticket verknüpfen
Replies: 19
Views: 3209

Re: CI einer Firma zuordnen und mit Ticket verknüpfen

...ja der Kundennutzer muss in der ci-klassengruppe lesen können.

Cu, TT
by tto
23 Dec 2014, 11:45
Forum: General
Topic: Package Verification in OTRS 3.1.16 / 3.2.7
Replies: 45
Views: 92591

Re: ConfigureCallHome for OTRS 3.1 and 3.2

You can download our additional OTRS module ConfigureCallHome Are there plans to update this to OTRS4? There probably will be a version for OTRS 4.0 but it's not in focus right now. However ReneeB prepared something so that actually just a package build action is needed: https://github.com/reneeb/o...
by tto
17 Dec 2014, 13:52
Forum: Hilfe
Topic: CI einer Firma zuordnen und mit Ticket verknüpfen
Replies: 19
Views: 3209

Re: CI einer Firma zuordnen und mit Ticket verknüpfen

Bitte in CustomerUserSearchFields die uid mit eintragen und dann nochmal schauen ob es das schon war.

cu, T.
by tto
16 Dec 2014, 11:25
Forum: Hilfe
Topic: CI einer Firma zuordnen und mit Ticket verknüpfen
Replies: 19
Views: 3209

Re: CI einer Firma zuordnen und mit Ticket verknüpfen

Ich möchte gerne nochmal das alte Thema der zugewiesenen CI's aufrufen, denn es funktioniert bei mir nicht. Sollte das nicht von Haus aus mit KIX funktionieren? Das tut es für die Standardkonfiguration in den CI-Klassen Computer, Hardware und Software sofern das zu durchsuchende CI-Attribut "Owner"...
by tto
01 Dec 2014, 18:00
Forum: Hilfe
Topic: Sichtbarkeit Dynamischerfelder in KIX4OTRS 6.0.6
Replies: 1
Views: 482

Re: Sichtbarkeit Dynamischerfelder in KIX4OTRS 6.0.6

Hallo zusammen, ich wollte mal in die Runde fragen, ob jemand von euch weiß, wie man in OTRS 3.3.6 mit dem Zusatzmodul KIX4OTRS 6.0.6 weis, wie man die Sichtbarkeit von dynamischen Feldern per Service oder Queue richtig konfigutiert. Ich weis soweit, dass man dies mit RegExp im SysConfig unter KIX4...
by tto
01 Dec 2014, 17:55
Forum: Help
Topic: Conditional showing of Dynamic fields
Replies: 15
Views: 3878

Re: Conditional showing of Dynamic fields

Are there no .dtl editing superstars that can come to my aid on this one? I would be extremely grateful! If you're useing KIX4OTRS there's no need to modify any files in order to dis-/enable dynamic fields depending on selected queue, service, ticket type, or priority. Go to SysConfig and check out...
by tto
10 Sep 2014, 14:46
Forum: OTRS Developers
Topic: DynamicFieldRemoteDB with filter
Replies: 3
Views: 1077

Re: DynamicFieldRemoteDB with filter

2) I think you're suggesting I merge the three combos (cat + subCat + problem) into one. In that case I'll have a huge list that I don't think my agents will accept. Or didn't I understand your idea? ...I didn't think of field "problem" too, but if you're saying it's required, then yes merge three ...
by tto
10 Sep 2014, 13:39
Forum: OTRS Developers
Topic: DynamicFieldRemoteDB with filter
Replies: 3
Views: 1077

Re: DynamicFieldRemoteDB with filter

Hi I have two dynamic fields (category and subCategory) that are filed by the agent when picking a ticket. I need to have another dynamic field (problem) with a selection of the problems reported on the last 7 days in the selected cat+subCat combination. For this last field I'm considering to use a...
by tto
09 Sep 2014, 16:50
Forum: OTRS Developers
Topic: New: DynamicFieldITSMConfigItem & DynamicFieldRemoteDB
Replies: 14
Views: 14921

Re: New: DynamicFieldITSMConfigItem & DynamicFieldRemoteDB

Hi I think that this add-on is what I need but the manual is in German. Can you summarize I need to put it to work? What configurations do I need to change? How do I connect it to a DB to get data? In order to configure such a field, get your database connectivity params (host, user, pw, etc.) and ...
by tto
28 Aug 2014, 16:06
Forum: Hilfe
Topic: Dynamische Felder-Verwendung in Notifications,Generic Agents
Replies: 3
Views: 1101

Re: Dynamische Felder-Verwendung in Notifications,Generic Ag

Hallo Filo, window.opener is null ist vermutlich ein Fehler in KIX4OTRS. Er tritt auf wenn Aktivitätsdialoge aus dem Prozesstab aufgerufen werden sollen. Lösung: editiere AgentTicketProcessTab.dtl Zeile 75 anpassen (class " Tab AsPopup") <a title="$QData{"Name"}" class="TabAsPopup PopupType_TicketAc...
by tto
07 May 2014, 13:55
Forum: Hilfe
Topic: DynamicField - LIMIT
Replies: 7
Views: 1039

Re: DynamicField - LIMIT

Da bis jetzt noch keine neue Verion von cape-IT online ist, ware ev. möglich nur die angepasse SQL-Abfrage für MS-SQL aus der BaseRemoteDB.pm hier zu posten? Ich komme mit meine Experimenten leider nicht wirklich weiter... r1.2.0 kommt in den nächsten Stunden oder Tagen online - je nachdem wo man s...
by tto
25 Apr 2014, 14:52
Forum: Hilfe
Topic: DynamicField - LIMIT
Replies: 7
Views: 1039

Re: DynamicField - LIMIT

reneeb wrote:Das ist in der Kernel/System/DynamicField/Driver/BaseRemoteDB.pm

Ich habe gerade an cape-IT einen Patch geschickt um das generell generischer zu machen...
Danke Renee! Patch ist angekommen und den Entwicklern zum Test und Release zugeteilt.

vlG, T.
by tto
25 Mar 2014, 13:52
Forum: OTRS Developers
Topic: Customer Templates based on customer login [SOLVED]
Replies: 10
Views: 2334

Re: Customer Templates based on customer login [SOLVED]

Hello, is it also possible to work with wildcards for Key? Something like ASchweitzer****::UserLogin => ^(?:(?!aschweitzer).)*$ so that customer can see all templates which start with Aschweitzer? ...sorry - nope, this is not possible. Regex only apply to the right site of this expression. regards,...
by tto
22 Mar 2014, 10:35
Forum: OTRS Developers
Topic: New: DynamicFieldITSMConfigItem & DynamicFieldRemoteDB
Replies: 14
Views: 14921

Re: New: DynamicFieldITSMConfigItem & DynamicFieldRemoteDB

Could you please elaborate what qualifies a key as sortable? Currently we want to link Software CIs and we wrote the software version in the name (e.g. PRODUCT - VERSION). In the CMDB tab the name column is sortable, but not via the reference field. And again: This addon is superb, the sorting thin...
by tto
22 Mar 2014, 10:22
Forum: OTRS Developers
Topic: What’s the maximum amount User you have installed?
Replies: 4
Views: 1045

Re: What’s the maximum amount User you have installed?

But you will need additional software to distrubute OTRS on several frontend servers which is only available with support contracts and a project with us ...or by some other professional OTRS project-, customizing- and support providers. how many concurrent agents? Stimated of 20 k how many tickets...
by tto
21 Mar 2014, 15:47
Forum: OTRS Developers
Topic: New: DynamicFieldITSMConfigItem & DynamicFieldRemoteDB
Replies: 14
Views: 14921

Re: New: DynamicFieldITSMConfigItem & DynamicFieldRemoteDB

RStraub wrote:Is it possible to configure the field in a way such that it is sortable in the TicketOverViewStatus/Queue?
This should already be possible, but it depends on the value that you selected as key.

regards, tto
by tto
29 Jan 2014, 21:08
Forum: General
Topic: KIX4OTRS
Replies: 2
Views: 723

Re: KIX4OTRS

Try a look on KIX4OTRS product :? I finally did, it is great, have some issues but are quite good. My local test installation is using it. My production system is on 3.3.3 at the moment, but the latest supported one for the KIX4OTRS are 3.2.12 :-( Anyone know when KIX4OTRS are updated to support th...
by tto
21 Nov 2013, 12:46
Forum: Kix4OTRS
Topic: Release: Neues KIX4OTRS 5.1 für OTRS 3.2
Replies: 2
Views: 11478

Re: Release: Neues KIX4OTRS 5.1 für OTRS 3.2

Bernie29A wrote:Gibt's denn 'ne Möglichkeit zum Bug-Report? :-)
ja - einfach per aussagekräftiger Mail an support@cape-it.de oder in https://support.cape-it.de einstellen.

CU, T.
by tto
17 Oct 2013, 16:30
Forum: Hilfe
Topic: Dynamische Felder im Ticket Zoom
Replies: 2
Views: 1086

Re: Dynamische Felder im Ticket Zoom

[...]Ich habe auch einen Reiter/Karteikarte "Dynamische Felder", dieses zeigt jedoch keine Werte an.[...] Muss dort etwas noch an anderer Stelle konfiguriert werden? ...ja: SysConfig Gruppe "KIX4OTRS", Untergruppe "Frontend::Agent::Ticket::ViewTicketZoomTabDynamicFields", Eintrag "Ticket::Frontend:...
by tto
06 Oct 2013, 18:00
Forum: OTRS Marketplace
Topic: Swedish users?
Replies: 3
Views: 15497

Re: Swedish users?

[...] OTRS-users in Sweden for exchange of knowlege/best practice etc. Any swedish consultans out there? We have been using OTRS for a couple of years and would like to make a few small changes. [...] Hej Ulrika, if you are interested, c.a.p.e. IT ( http://www.cape-it.de/ ) is also providing profes...
by tto
20 Sep 2013, 13:54
Forum: Allgemeines
Topic: automatisch FAQ anlegen
Replies: 6
Views: 1306

Re: automatisch FAQ anlegen

houlyy wrote:Mitinstalliert ist es. Das Dynmaische Feld Exestiert und in der SysConfig gibt es auch den Eintrag FAQWorkflow wo man die Funktion aktivieren kann. (siehe Anhang)
OK - und steht was im Log wenn du beim Speichern einer Notiz dieses Feld auf "Ja/Yes" setzt?
by tto
13 Sep 2013, 16:00
Forum: Allgemeines
Topic: automatisch FAQ anlegen
Replies: 6
Views: 1306

Re: automatisch FAQ anlegen

ich habe das Modul aktiviert und das Dynamische Feld dort mit hinzugefügt. Welchen Wert hat das Feld? Ich bekomme bei der Erstellung einer Notiz das Feld nicht angezeigt. Das DF heißt "KIXFAQEntry", schau bitte nach ob es bei der PAketinstallation auch angelegt wurde. Es sollte ein "Ja/Yes" auswähl...
by tto
03 Sep 2013, 10:10
Forum: OTRS Developers
Topic: Hide Email ticket tab from Navigation
Replies: 1
Views: 398

Re: Hide Email ticket tab from Navigation

jj99 wrote:Is it possible to hide email tab from ticket navigation.
disable "Frontend::Module###AgentTicketEmail" in SysConfig.

regards, T.
by tto
02 Sep 2013, 14:13
Forum: OTRS Developers
Topic: New fields in Agent queue view
Replies: 1
Views: 417

Re: New fields in Agent queue view

jj99 wrote:[...] e.g. Linked ticket or items in Agent Queue view.
Is it possible to configure via SysConfig or any development is needed.
In order to show linked items in ticket lists, development is required (if there is not some publicly unknown feature add on).

regards, T.
by tto
30 Aug 2013, 11:34
Forum: OTRS Developers
Topic: How to show Time(per minute) in DateTime Dynamic Field
Replies: 3
Views: 841

Re: How to show Time(per minute) in DateTime Dynamic Field

I would like to know if there is any way to present Time in Minute(12:01, 12:02 etc) instead of half hour(12:00, 12:30) for DateTime Dynamic Fields. Looking forward to your reply. this is a KIX4OTRS-feature. You may reconfigure or disable it via following SysConfig options DateSelection::Layout::Sm...
by tto
19 Aug 2013, 11:08
Forum: Hilfe
Topic: Gelöst: Bug? AgentTicketAttachmentDownload->Got no Content!
Replies: 2
Views: 901

Re: Bug? AgentTicketAttachmentDownload -> Got no Content!

In der AgentTicketZoom-Ansicht existiert der Reiter "Anlagen". Dort werden alle Anlagen betreffend des ausgewählten Tickets korrekt angezeigt. Mit Klick auf das Disketten-Symbol kann man einzelne Anlagen herunterladen -> funktioniert problemlos. In der Linken Spalte kann man aber auch Tickets auswä...
by tto
12 Aug 2013, 10:00
Forum: OTRS Developers
Topic: Customer Templates based on customer login [SOLVED]
Replies: 10
Views: 2334

Re: Customer Templates based on customer login

Hi there, finally the forum is reachable again. Even though I got some mails I was not able to log in. So it took a while. [...] I've tried with Ticket::QuickTicketByDefaultSet::Customer###UserAttributeRestriction but it doesn't work: I can see two templates no matter what user login. Templates IDs ...
by tto
02 Aug 2013, 08:44
Forum: General
Topic: Adding Attachment refreshes page and resets customer field
Replies: 4
Views: 805

Re: Adding Attachment refreshes page and resets customer fie

chvas wrote:We are using OTRS 3.1.11 and KIX4OTRS 4.2.1 (Core 1.1.1). Looking forward to your reply for a solution.
first attempt should be to upgdate to the latest version otrs OTRS 3.1.x and coresponding KIX4OTRS (4.3.2).

regards, T.
by tto
27 Jul 2013, 17:15
Forum: OTRS Developers
Topic: RFC ticket to Change OTRS
Replies: 2
Views: 824

Re: RFC ticket to Change OTRS

I want to know is it possible to automatically copy the Text from ticket to Change Description whenever user creates a change from RFC type ticket. ...not without some development. The mask for creating a change does accept URL-parameter for change title but not for the description texts (at least ...
by tto
24 Jul 2013, 12:56
Forum: Hilfe
Topic: Anpassung customer.pl
Replies: 3
Views: 1017

Re: Anpassung customer.pl

Wir haben die Queues im Kundenfrontend komplett entfernt und lassen den Kunden nur den Service auswählen. Da sind dann natürlich nur die vorhanden die seinem Kundennutzer zugeordnet sind. Zuordnung zu Queues sollte über Ticket::ServiceQueueAssignment (KIX4OTRS) automatisch möglich sein. Hallo, die ...
by tto
24 Jul 2013, 12:48
Forum: General
Topic: Adding Attachment refreshes page and resets customer field
Replies: 4
Views: 805

Re: Adding Attachment refreshes page and resets customer fie

Hello again, I would like to know if someone else has faced similar functionality. Looking forward to your reply. please tell us in which OTRS and KIX4OTRS-version this occurs. If it still is the case for the most current version for your OTRS-framework please send a simple bug description to suppo...
by tto
24 Jul 2013, 12:46
Forum: OTRS Developers
Topic: Customer Templates based on customer login [SOLVED]
Replies: 10
Views: 2334

Re: Customer Templates based on customer login

Hello all, I'm using OTRS 3.1.4 with KIX4OTRS 4.2.1. I've created some customer templates with the feature provided by KIX. The problem is that all customer accessing the platform are able to see all templates on "Tickets templates": Sin título.png Is there any way to make the visible templates dep...
by tto
08 Jul 2013, 20:25
Forum: Allgemeines
Topic: automatisch FAQ anlegen
Replies: 6
Views: 1306

Re: automatisch FAQ anlegen

Hallo, Ich möchte bei gewissen Bedingungen (z.B. Ticket closed, &, &, etc.) automatisch ein FAQ mit der Lösung anlegen. Hat sich jemand schon mal damit befasst und Erfahrungen gesammelt? In KIX4OTRS ( http://www.cape-it.de/kix4otrs.html ) ist eine Funktionalität enthalten (SysConfig Ticket::EventMod...