Search found 10071 matches

by crythias
09 Mar 2019, 01:54
Forum: General
Topic: Reset fields for ITSM Change Templates
Replies: 0
Views: 440

Reset fields for ITSM Change Templates

I'm not sure if this should be a HowTo (Probably Yes) but ... OK, so you're going along trying to test fields in ITSM Change Templates and realized you have to change, for instance, the Template Title and that requires you to also change the required fields on the Edit Screen of the template. All th...
by crythias
08 Mar 2019, 08:03
Forum: General
Topic: ISSUE in OTRS 6.0.x Installation
Replies: 1
Views: 384

Re: ISSUE in OTRS 6.0.x Installation

https://doc.otrs.com/doc/manual/admin/6.0/en/html/manual-installation-of-otrs.html Note Please note that OTRS requires a working Perl installation with all "core" modules such as the module version. These modules are not explicitly checked by the script. You may need to install a perl-core package ...
by crythias
07 Mar 2019, 21:36
Forum: Help
Topic: Error in DBUpdate-to-3.3.pl
Replies: 3
Views: 362

Re: Error in DBUpdate-to-3.3.pl

https://stackoverflow.com/questions/5005388/cannot-add-or-update-a-child-row-a-foreign-key-constraint-fails/39679270 Paraphrasing from the most popular answer: You're getting this error because you're trying to add/update a row to #sql-337c_22 (maybe a temp table) that does not have a valid value f...
by crythias
07 Mar 2019, 21:19
Forum: General
Topic: Ticket Move Notification to agents
Replies: 5
Views: 680

Re: Ticket Move Notification to agents

Agents receive notifications if they have the checkbox in their MyPreferences regarding the action, and they have the queue selected in "My Queues" ... or else, there is a Notification that alerts them on the change.
by crythias
07 Mar 2019, 21:17
Forum: General
Topic: Move 'Priority' Position on Phone and Email Tickets
Replies: 11
Views: 654

Re: Move 'Priority' Position on Phone and Email Tickets

Mandatory fields only need the Mandatory css class. (And sometimes Require_Validate)
by crythias
27 Feb 2019, 07:18
Forum: General
Topic: NeedAccountedTime but only when closing ticket
Replies: 1
Views: 263

Re: NeedAccountedTime but only when closing ticket

I've thought about this, but the thing about making Accounted time mandatory at every entry means it's never forgotten to add time when needed. So you don't forget. 0 is valid to enter, and if you put time in as you work, it sums on the ticket nicely.
by crythias
27 Feb 2019, 07:06
Forum: General
Topic: OTRS Configure Type
Replies: 3
Views: 388

Re: OTRS Configure Type

Use ACLs You could use the ACL through the interface or put it in Config.pm https://doc.otrs.com/doc/manual/admin/6.0/en/html/customization.html#id-1.7.2.4 $Self->{TicketAcl}->{'100-AVESET-ACL'} = { # match properties Properties => { # current ticket match properties Ticket => { Type => ['AV::ESET']...
by crythias
27 Feb 2019, 07:01
Forum: General
Topic: Chasing down error "Need User or UserID
Replies: 1
Views: 436

Re: Chasing down error "Need User or UserID

Possibly you disabled the admin otrs account, or an account with an ID that runs periodically but is invalid anymore.
by crythias
27 Feb 2019, 07:00
Forum: General
Topic: Bulk Notifications
Replies: 1
Views: 361

Re: Bulk Notifications

Depends what you do on bulk. Mass merge? no.
Generally you might try a Notification on Event.
by crythias
13 Feb 2019, 01:00
Forum: General
Topic: [Solved] Re-assign ticket without having ownership
Replies: 3
Views: 361

Re: Re-assign ticket without having ownership

Yes, most agents have this ability by default ... just go to People, Owner.
by crythias
13 Feb 2019, 00:56
Forum: Help
Topic: Email based routing ...
Replies: 4
Views: 8710

Re: Email based routing ...

Search for From
Set X-OTRS-Queue appropriately
by crythias
09 Feb 2019, 07:00
Forum: Help
Topic: Ticket email notifications not sending
Replies: 10
Views: 832

Re: Ticket email notifications not sending

6CA04431561B: from=<>
6CA04431561B: to=<myuser@domain.org> (bounce)

914A3431561C: from=<otrs@domain.org>
914A3431561C: to=<myuser@domain.org> (sent)

So the sender envelope isn't populating.
SendmailNotificationEnvelopeFrom needs a value.
by crythias
08 Feb 2019, 16:41
Forum: OTRS Developers
Topic: Add Custom attribute in stat [SOLVED]
Replies: 7
Views: 13044

Re: Add Custom attribute in stat [SOLVED]

Please don't resurrect old topics. Rather, create a new one and link back to this one. https://github.com/OTRS/otrs/blob/40dab34675fc15be7e10433a0b39c12bfca65602/Kernel/System/Ticket.pm#L1180 https://github.com/OTRS/otrs/blob/40dab34675fc15be7e10433a0b39c12bfca65602/Kernel/System/Stats/Dynamic/Ticke...
by crythias
08 Feb 2019, 16:41
Forum: OTRS Developers
Topic: Add Custom attribute in stat [SOLVED]
Replies: 7
Views: 13044

Re: Add Custom attribute in stat [SOLVED]

Please don't resurrect old topics. Rather, create a new one and link back to this one. https://github.com/OTRS/otrs/blob/40dab34675fc15be7e10433a0b39c12bfca65602/Kernel/System/Ticket.pm#L1180 https://github.com/OTRS/otrs/blob/40dab34675fc15be7e10433a0b39c12bfca65602/Kernel/System/Stats/Dynamic/Ticke...
by crythias
08 Feb 2019, 16:23
Forum: Help
Topic: Hide/Disable "Reply" Option
Replies: 11
Views: 991

Re: Hide/Disable "Reply" Option

Hi wurzel,

That's what I thought, then I read it again and realized the request is to remove "Reply" and keep "Reply All".
by crythias
08 Feb 2019, 14:16
Forum: Help
Topic: Email based routing ...
Replies: 4
Views: 8710

Re: Email based routing ...

Alternatively you might try Postmaster Filters.
by crythias
08 Feb 2019, 14:10
Forum: Help
Topic: Email based routing ...
Replies: 4
Views: 8710

Re: Email based routing ...

Don't use customer based queues.

You wouldn't build a new conference room every time you took on a new customer.
Don't make yourself work so hard.

viewtopic.php?f=53&t=16064
by crythias
08 Feb 2019, 14:07
Forum: General
Topic: MasterSlave Auto close
Replies: 4
Views: 527

Re: MasterSlave Auto close

This would require development.
At best right now there is a Ticket::Acl::Module###1-Ticket::Acl::Module that would prevent closure of Master Ticket if any subtickets are open.
by crythias
08 Feb 2019, 13:59
Forum: Help
Topic: Hide/Disable "Reply" Option
Replies: 11
Views: 991

Re: Hide/Disable "Reply" Option

I updated my answer.
by crythias
08 Feb 2019, 13:34
Forum: Help
Topic: Hide/Disable "Reply" Option
Replies: 11
Views: 991

Re: Hide/Disable "Reply" Option

Sorry, I don't think this is possible in version 5. The Reply All functionality is dependent on whether there are multiple involved customers and would prevent ability be useful if only a single customer. In version 6, this appears to be merged as one entry. The appropriate code is in https://github...
by crythias
08 Feb 2019, 13:32
Forum: General
Topic: MasterSlave Auto close
Replies: 4
Views: 527

Re: MasterSlave Auto close

This isn't how the default is supposed to work.

Actions in the Master are supposed to replicate to the Slave tickets.
viewtopic.php?t=26228

viewtopic.php?t=26998
by crythias
07 Feb 2019, 20:14
Forum: Help
Topic: Hide/Disable "Reply" Option
Replies: 11
Views: 991

Re: Hide/Disable "Reply" Option

Edit Config Settings in Ticket → Frontend::Agent::ModuleRegistration
AgentTicketCompose.png
by crythias
07 Feb 2019, 20:10
Forum: Help
Topic: Ticket email notifications not sending
Replies: 10
Views: 832

Re: Ticket email notifications not sending

There doesn't seem to be visibility on the attachments here. Agents can be members of groups. A queue is a member of a group. If the agent is a member of the same group, the Agent can see the Queue, and choose that queue in the Agent's preferences. The group is necessary to segregate permissions of ...
by crythias
06 Feb 2019, 18:48
Forum: Help
Topic: Hide/Disable "Reply" Option
Replies: 11
Views: 991

Re: Hide/Disable "Reply" Option

First, you won't see Reply if:
The ticket is locked and you're not an Owner or Responsible

If you want to block this, add a [blank] group or uncheck
Frontend::Module###AgentTicketCompose
by crythias
06 Feb 2019, 18:44
Forum: Help
Topic: Ticket email notifications not sending
Replies: 10
Views: 832

Re: Ticket email notifications not sending

Also make sure the agents have the queue(s) selected in their preferences.
by crythias
06 Feb 2019, 18:42
Forum: Help
Topic: Unlock Ticket doesnt change State
Replies: 2
Views: 577

Re: Unlock Ticket doesnt change State

I don't think you've missed anything, but you might use a Generic Agent Event.
by crythias
01 Feb 2019, 20:53
Forum: General
Topic: tickets to right queue
Replies: 7
Views: 1130

Re: tickets to right queue

Don't use customer based queues. https://forums.otterhub.org/viewtopic.php?f=53&t=16064 If you have agents dedicated to a customer, put a queues with those agents in a group (not the users group) and make sure the queue group is unique to that customer, and the customer is not a member of groups of ...
by crythias
30 Jan 2019, 17:26
Forum: General
Topic: Ticket's dont arrive to exchange accounts
Replies: 2
Views: 2186

Re: Ticket's dont arrive to exchange accounts

Check also that the domain specified is a good and functional DNS server. If not, you'll need to update that in the mx lookup server settings in SysConfig.
by crythias
29 Jan 2019, 10:22
Forum: Help
Topic: SMTP Problems (Outbound)
Replies: 4
Views: 1153

Re: SMTP Problems (Outbound)

On the OTRS box, check mailq check /var/log/mail.log or /var/log/maillog telnet youremailserver 587 make sure it connects verify firewall and ISP allows outbound port 587 from your OTRS box. Check your smarthost logs for traffic. Check your sendmail or postfix for ability to send from the command li...
by crythias
28 Jan 2019, 20:20
Forum: Help
Topic: Stopping 'First Response Time' When Ticket Owner Has Been Changed
Replies: 1
Views: 7380

Re: Stopping 'First Response Time' When Ticket Owner Has Been Changed

The concept is that the First Response time is the first date/timestamp when the customer was reached. You could bounce the ticket to different owners and still (regarding SLAs, especially) it doesn't matter to the customer that 15 owner changes pushed off the First Response time. It still took more...
by crythias
28 Jan 2019, 20:14
Forum: Help
Topic: Extract last 8 char from subject and use as ticket number as FollowUp ticket
Replies: 1
Views: 395

Re: Extract last 8 char from subject and use as ticket number as FollowUp ticket

you might try (\d\d\d\d\d\d\d\d)$ as a regex filter and [***] where you want to set it.
by crythias
28 Jan 2019, 20:11
Forum: Help
Topic: SMTP Problems (Outbound)
Replies: 4
Views: 1153

Re: SMTP Problems (Outbound)

update SendmailNotificationEnvelopeFrom with some sort of email address.
by crythias
28 Jan 2019, 20:09
Forum: Help
Topic: Enter Ticket Created Date & Time
Replies: 7
Views: 2119

Re: Enter Ticket Created Date & Time

This is a very old topic. Please create a new topic for your issue.

Short short, though: Use a Dynamic Field for your fake time.
by crythias
28 Jan 2019, 18:46
Forum: Howtos
Topic: Time_Accounting SQL query
Replies: 6
Views: 38436

Re: Time_Accounting SQL query

try changing article to article_data_mime.
by crythias
28 Jan 2019, 18:36
Forum: Howtos
Topic: Kludge to assign a State to a Response Template
Replies: 2
Views: 18030

Re: Kludge to assign a State to a Response Template

Even though javascript has been removed from templates, it's still available to add in Configuration via the Module Registration part. Just add a .js file to the list for the module you want to work.

You can override onchange that way.
by crythias
28 Jan 2019, 18:33
Forum: Howtos
Topic: Agent Preferences - How to add a field
Replies: 14
Views: 36805

Re: Agent Preferences - How to add a field

I haven't really tried this but this might work: (Kernel/Config/Files/XML/MyField.xml) Makes sure Prio doesn't conflict. <?xml version="1.0" encoding="utf-8"?> <otrs_config version="2.0" init="Application"> <Setting Name="PreferencesGroups###MyField" Required="0" Valid="1"> <Description Translatable...
by crythias
07 Nov 2018, 19:52
Forum: General
Topic: Appointment Notification Filter "Calendar" greyed out
Replies: 3
Views: 1176

Re: Appointment Notification Filter "Calendar" greyed out

Have you provisioned a Calendar?
by crythias
07 Nov 2018, 19:49
Forum: General
Topic: Changes to CSS not reflecting
Replies: 1
Views: 771

Re: Changes to CSS not reflecting

You may be in the wrong theme, in Agents where you want to be in Customers, etc.
by crythias
07 Nov 2018, 19:45
Forum: General
Topic: Queues Based On Company - Customer Web Portal
Replies: 5
Views: 892

Re: Queues Based On Company - Customer Web Portal

There is no reason to provide customer/company based queues.

viewtopic.php?f=53&t=16064
by crythias
24 Aug 2018, 16:23
Forum: Help
Topic: Default Queue for New Tickets
Replies: 7
Views: 1486

Re: Default Queue for New Tickets

I realize I'm resurrecting a dead thread, but this is relevant. If you look at "View Source" for the ticket, you'll see the Input name=Dest if you place a variable name in the URI, it will populate the form. You can change the links to go to, for example: http//yourdomain/otrs/index.pl?Action=AgentT...
by crythias
08 Mar 2018, 15:39
Forum: General
Topic: Filter issue with double queue
Replies: 1
Views: 4873

Re: Filter issue with double queue

to disable a filter, among other ways, can be to include a filter it can't match.
by crythias
08 Mar 2018, 15:37
Forum: Help
Topic: Run Postmaster Filter Against a Que
Replies: 3
Views: 1025

Re: Run Postmaster Filter Against a Que

This is an ancient topic. Perhaps you might create a new one.
But the short answer is they work differently. Once you've created a Generic Agent you don't need to create a PostMaster Filter.
by crythias
15 Feb 2018, 21:50
Forum: Help
Topic: Get Customer Username/Login for article
Replies: 5
Views: 1379

Re: Get Customer Username/Login for article

Unfortunately, I don't have current knowledge or working of OTRS v6. I can't effectively answer the question.
by crythias
12 Feb 2018, 19:42
Forum: Help
Topic: New Email Link / Template
Replies: 2
Views: 903

Re: New Email Link / Template

OK, only because this sounds familiar, may I point out http://forums.otterhub.org/viewtopic.php?f=60&t=38844 ? I'm not saying this applies to you except that perhaps instead of StateID use ArticleTypeID And it's not perfect because the TypeID varies with the interface. But if you say Template=X = Ar...
by crythias
10 Feb 2018, 00:41
Forum: Help
Topic: Help setting a minimum of time units
Replies: 4
Views: 1074

Re: Help setting a minimum of time units

Just a heads up that negative values are also allowed, especially important to adjust invalid time entries. Note that if you're always requiring positive entries of time units for every required time units entry, you may have people inflating tickets way beyond the actual time performed in the ticke...
by crythias
08 Feb 2018, 06:20
Forum: Help
Topic: Get Customer Username/Login for article
Replies: 5
Views: 1379

Re: Get Customer Username/Login for article

It might be possible, but it depends on the screen ... But Customer Login is not article specific, it's Ticket specific. The customer doesn't/isn't supposed to vary through the ticket, even if the agent that submits a ticket does. Which also goes to the "what entity added to the ticket?" question. M...
by crythias
08 Feb 2018, 02:52
Forum: Howtos
Topic: Kludge to assign a State to a Response Template
Replies: 2
Views: 18030

Kludge to assign a State to a Response Template

In ArticleActionMenu.tt Around line 100, you can find the following, which you can just add if/then: if ($(this).val() > 0) { URL = Core.Config.Get('Baselink') + $(this).parents().serialize(); if ($(this).val() == 3) { URL = URL + '&StateID=7'; } window.setTimeout(function() { Basically, if the resp...
by crythias
30 Jan 2018, 19:16
Forum: General
Topic: OTRS Scheduler Daemon CronTaskManager::Task::EscalationCheck
Replies: 10
Views: 2459

Re: OTRS Scheduler Daemon Cron: MailAccountFetch

I regret I don't have much visibility into the types of things that can cause this issue. Escalation is likely doing something for type changes

Check
Edit Config Settings in Daemon → Daemon::SchedulerCronTaskManager::Task

But I haven't looked at what it actually does or references.
by crythias
30 Jan 2018, 19:08
Forum: Help
Topic: Email/ticket lost !
Replies: 16
Views: 2413

Re: Email/ticket lost !

http://support/otrs/index.pl?Action=AgentTicketZoom;TicketID=8330 Message: This ticket does not exist , or you don't have permissions to access it in its current state. Back to the previous page Go to dashboard! It could very well be in a queue for which the current user does not have permissions.
by crythias
27 Jan 2018, 07:44
Forum: Help
Topic: Dynamic field in MenuModule
Replies: 3
Views: 1169

Re: Dynamic field in MenuModule

Many available forms in TicketZoom have the ability to add Dynamic Field(s) to that form via SysConfig. When you ask about changing a Dynamic field from a button, you may wish to consider whether you wish to do that outside an existing form related to an action. If you do that within an existing act...