Search found 10059 matches

by crythias
02 Aug 2016, 20:57
Forum: Help
Topic: OTRS Email Setup - Dreamhost
Replies: 6
Views: 1150

Re: OTRS Email Setup - Dreamhost

The server that is running OTRS has no path (via DNS or port/firewall) to the IMAP server. Either it can't resolve the name via DNS or it can't get to the port because of route or firewall. From a command line, you should be able to ping the server. If it resolves, it's not a DNS issue. From a comma...
by crythias
02 Aug 2016, 20:48
Forum: Help
Topic: OTRS Email Setup - Dreamhost
Replies: 6
Views: 1150

Re: OTRS Email Setup - Dreamhost

plattnat wrote:
Message: IMAP: Can't connect to imap.solidblueliquid.co.uk
Fix this.
by crythias
02 Aug 2016, 15:31
Forum: Help
Topic: Otrs Locks Up
Replies: 13
Views: 1514

Re: Otrs Locks Up

Also, what does top say?
by crythias
02 Aug 2016, 15:30
Forum: Help
Topic: Undelivered Mail Returned to Sender - connect to ticket
Replies: 2
Views: 784

Re: Undelivered Mail Returned to Sender - connect to ticket

If the sender address of the ticket is not one that the bounce will reply to and possibly create a ticket, that might be an issue.

Likewise if there is a configured filter (such as in SysConfig) that sets X-OTRS-Ignore for bounce messages, they also won't make articles for tickets.
by crythias
02 Aug 2016, 15:27
Forum: Help
Topic: OTRS Email Setup - Dreamhost
Replies: 6
Views: 1150

Re: OTRS Email Setup - Dreamhost

There are multiple different answers ranging from firewall to password to port usage.

What did you try, what errors are you encountering, what do the logs say?
by crythias
01 Aug 2016, 22:52
Forum: General
Topic: Postmaster filter question
Replies: 8
Views: 1209

Re: Postmaster filter question

Another way is to send to different queues, one of which has an autoreply and one that doesn't.
by crythias
01 Aug 2016, 14:18
Forum: General
Topic: Amazon ses service
Replies: 7
Views: 1967

Re: Amazon ses service

You may want to adjust Notificaton Sender in SysConfig
by crythias
28 Jul 2016, 21:03
Forum: Help
Topic: [SOLVED] Reset ticket id
Replies: 8
Views: 2395

Re: Reset ticket id

DISCLAIMER: The following is not recommended, may not work, depends on multiple variables, but in general: Your data is your responsibility. Make and verify backups. http://stackoverflow.com/questions/8923114/how-to-reset-auto-increment-in-mysql Summary: DO NOT DO THIS you shouldn't ever need to do ...
by crythias
27 Jul 2016, 21:37
Forum: Help
Topic: Remove some states from dashboard "Escalated tickets"
Replies: 3
Views: 1111

Re: Remove some states from dashboard "Escalated tickets"

Absolutely my pleasure. Note that it's entirely acceptable (IIRC; I don't use it) to use the Phone Call Outbound with next state pending close to do both things.
by crythias
27 Jul 2016, 18:19
Forum: Help
Topic: Adding Agent-Name in Sender-Name
Replies: 5
Views: 910

Re: Adding Agent-Name in Sender-Name

pebeITS wrote:Do you mean "predefined answers"?
Yes. Unless it's required that the customers have to log in to see what you updated.
by crythias
21 Jul 2016, 15:38
Forum: General
Topic: Validation in LDAP Mapping
Replies: 3
Views: 768

Re: Validation in LDAP Mapping

All fields that have values will be shown.
by crythias
19 Jul 2016, 20:32
Forum: Help
Topic: Generic Agent : execution order
Replies: 4
Views: 874

Re: Generic Agent : execution order

You could have part of your GA execution change a Dynamic Field which is a requisite for a subsequent step.
by crythias
19 Jul 2016, 17:43
Forum: Help
Topic: State After Pending not working
Replies: 10
Views: 1869

Re: State After Pending not working

Make sure both columns contain valid states and are case sensitively spelled properly.
by crythias
19 Jul 2016, 17:36
Forum: Help
Topic: Unexisting table: otrs.time_accounting_user_period
Replies: 4
Views: 724

Re: Unexisting table: otrs.time_accounting_user_period

epferreira wrote:can you explain me what otrs.time_accounting is for?
It accumulates the agent-entered time spent per article of a given ticket.
by crythias
19 Jul 2016, 17:29
Forum: General
Topic: Created Process Ticket - 'Customer' unable to view it
Replies: 2
Views: 477

Re: Created Process Ticket - 'Customer' unable to view it

The process ticket is configurable from each activity dialog. The first AD determines if the Process ticket is A or C or AC for whether it's available to Agent or Customer or Both.

Available in Agent Interface, Agent and Customer Interface, Customer Interface
by crythias
19 Jul 2016, 17:23
Forum: General
Topic: Subject from Ticket Title
Replies: 3
Views: 585

Re: Subject from Ticket Title

It *might* be...

https://github.com/OTRS/otrs/blob/rel-5 ... se.pm#L585
https://github.com/OTRS/otrs/blob/rel-5 ... se.pm#L154

But Title isn't anywhere in here. You may attempt it, but this is untested.
by crythias
14 Jul 2016, 22:42
Forum: General
Topic: Notyfication to Customer User without OTRS account.
Replies: 2
Views: 514

Re: Notyfication to Customer User without OTRS account.

perhaps a not-so-nice way is to check domain and assign both user and customer_id (customer_no) of an account you already have.
by crythias
13 Jul 2016, 21:58
Forum: Help
Topic: Adding Agent-Name in Sender-Name
Replies: 5
Views: 910

Re: Adding Agent-Name in Sender-Name

pebeITS wrote:When an agent adds an external note, our customers get an notification about that.
Why? That's what templates are for.
by crythias
13 Jul 2016, 21:54
Forum: Help
Topic: Remove some states from dashboard "Escalated tickets"
Replies: 3
Views: 1111

Re: Remove some states from dashboard "Escalated tickets"

wheelshot wrote:I would like to remove the pending autoclose states from that module cause its confusing agents that dont have the column "States" displayed.
Except that pending states don't conform to escalation criteria. They're still escalated until the milestone applies.
by crythias
07 Jul 2016, 14:50
Forum: Help
Topic: [SOLVED] Connecting I-doIT with OTRS - Help!
Replies: 2
Views: 657

Re: Connecting I-doIT with OTRS - Help!

The response message indicates that the request was not properly formatted. Either OTRS isn't directed to provide the request in a json format, or OTRS isn't able to do it. Or, alternatively, I-doIT is denying that the request is properly formatted. Nonetheless, this is not a core OTRS function and ...
by crythias
07 Jul 2016, 14:45
Forum: General
Topic: Queue View - showing also close tickets
Replies: 6
Views: 1256

Re: Queue View - showing also close tickets

When you have 10,000 closed tickets, this will create a burden on your system.
You probably want to save a "Closed in the last X days" magnifying glass search.
by crythias
06 Jul 2016, 18:43
Forum: Howtos
Topic: How to only accept tickets from customers in your database
Replies: 12
Views: 32608

Re: How to only accept tickets from customers in your database

In theory, it should ... you might need to change how logging or email alerts work. https://github.com/OTRS/otrs/blob/rel-5_0/Kernel/System/PostMaster/NewTicket.pm#L212 $Kernel::OM->Get('Kernel::System::Log')->Log( Priority => 'Info', Message => "$_ not in database" ); return; MichaelR's email send ...
by crythias
06 Jul 2016, 18:30
Forum: Help
Topic: Limit the priority of customer users
Replies: 3
Views: 506

Re: Limit the priority of customer users

Don't be sad. PossibleNot is a keyword in the ACL. It should be used to do what you want.
by crythias
06 Jul 2016, 18:29
Forum: Help
Topic: [SOLVED] Otrs Daemon doesn't run on startup
Replies: 9
Views: 6902

Re: Otrs Daemon doesn't run on startup

My crontab was looking for the daemon at $HOME/bin/otrs.Daemon.pl start, when it was actually located in /opt/otrs/bin/otrs.Daemon.pl start I just ran crontab -e and fixed the path Edit: Using $OTRSHOME instead of $HOME may have fixed it too? I instead used the absolute path $HOME should be /opt/ot...
by crythias
06 Jul 2016, 18:20
Forum: Help
Topic: Company Tickets doesn't show tickets other users
Replies: 1
Views: 375

Re: Company Tickets doesn't show tickets other users

Use at your own risk. Make and test backups. Your data is your responsibility. Here's a sample Excel cell code. A2="BadName" B2="GoodName" C2= ="UPDATE ticket set customer_id="""&B2&""" WHERE customer_id="""&A2&""";" It's not recommended to manipulate the ticket database directly. All data changes, ...
by crythias
06 Jul 2016, 18:08
Forum: General
Topic: Change Set ticket to Pending and define Service
Replies: 1
Views: 502

Re: Change Set ticket to Pending and define Service

Services <-> Customer, Directly assigned to customer or default services on the left.
by crythias
05 Jul 2016, 16:03
Forum: General
Topic: Amazon ses service
Replies: 7
Views: 1967

Re: Amazon ses service

Please look at your ses logs and determine path and any error messages relating to email transmission failure.
by crythias
03 Jul 2016, 18:03
Forum: Help
Topic: What does TicketACL() do?
Replies: 2
Views: 482

Re: What does TicketACL() do?

https://otrs.github.io/doc/api/otrs/5.0/Perl/Kernel/System/Ticket/TicketACL.pm.html Basically, TicketACL is the processor for ACLs defined in Config.pm, etc. http://otrs.github.io/doc/manual/admin/5.0/en/html/customization.html#acl Among the examples given, if one wishes to assert an ACL via code/A...
by crythias
01 Jul 2016, 18:48
Forum: Help
Topic: Notification for Process Management
Replies: 7
Views: 990

Re: Notification for Process Management

Not automatically, no, unless otherwise the creator is a customer, then appropriate notifications to customer should/might work.
by crythias
01 Jul 2016, 18:44
Forum: Howtos
Topic: A tutorial on Config/GenericAgent.pm
Replies: 7
Views: 19138

Re: A tutorial on Config/GenericAgent.pm

Please don't use this moderated forum (HowTos) for discussion on implementation. Kindly use another (Help?) forum on this site.
by crythias
01 Jul 2016, 15:12
Forum: Help
Topic: Reminders sent to external parties
Replies: 2
Views: 311

Re: Reminders sent to external parties

Unfortunately, you cannot automate reminders to addresses your system can't reference. Even if you did automate the task of reminder, the recipient could only be used in a generic sense for customers or agents. It might be programmable to check for the current/last recipient(s) and send to them agai...
by crythias
01 Jul 2016, 15:00
Forum: General
Topic: Where to put Custom Javascript Code for Activity Dialogs !
Replies: 1
Views: 461

Re: Where to put Custom Javascript Code for Activity Dialogs !

You may need to put it in the .tt referenced for the ActivityDialog itself.
by crythias
01 Jul 2016, 14:58
Forum: General
Topic: No Dynamic Field Default Value Change by Activity Dialog
Replies: 9
Views: 1920

Re: No Dynamic Field Default Value Change by Activity Dialog

If the Dynamic Field is a select/drop down box, only the listed available options will be provided/available.

Otherwise, screenshot(s) of what you think you configured might be useful.
by crythias
01 Jul 2016, 14:55
Forum: General
Topic: Make a Dynamic Field read only after its value is entered once in another Activity Dialog
Replies: 2
Views: 628

Re: Make a Dynamic Field read only after its value is entered once in another Activity Dialog

You should be able to do one of the following:
1) the interface where you drag the variables allows that the variables are read only.
2) you can use the transition action to assign the value to a dummy variable
by crythias
28 Jun 2016, 18:17
Forum: Help
Topic: Notification for Process Management
Replies: 7
Views: 990

Re: Notification for Process Management

It's a ticket, so normal notifications would work as long as the ticket is in the queue and the queue is part of the User preferences My Queues. Most tickets won't have a notification to creator unless: The ticket is locked and the creator is the owner The ticket is unlocked and the creator is a mem...
by crythias
27 Jun 2016, 23:40
Forum: Help
Topic: [SOLVED]Changing lock/unlock text
Replies: 5
Views: 671

Re: [SOLVED]Changing lock/unlock text

Just wanted to point out that the logic behind the scenes may want the verb to be "Do this" versus "is done", unless you want to say "Make it be this".
by crythias
27 Jun 2016, 23:29
Forum: General
Topic: Escalate Tickets on Priority
Replies: 3
Views: 662

Re: Escalate Tickets on Priority

You should be able to do what you want. But Don't Repeat Yourself (code jargon). The only entry that has *meaning* is the SLA. The priority is merely a label, and it's generally for prioritizing tickets. One thing that you could use priority for in deference to your SLA is to raise the priority as S...
by crythias
24 Jun 2016, 16:29
Forum: General
Topic: Escalate Tickets on Priority
Replies: 3
Views: 662

Re: Escalate Tickets on Priority

First, understand that SLA is supposed to be static for a given ticket. The SLA alone (if no SLA, then the Queue) determines the escalation requirements for a given ticket. can I make an ACL that select an SLA for a ticket based on the priority of the ticket You might be able to, but also note that ...
by crythias
24 Jun 2016, 16:11
Forum: General
Topic: External Ticket Utilization
Replies: 19
Views: 1351

Re: External Ticket Utilization

Some other things ... \d.* from the original means "A digit (\d), zero or more (trailing *) of any character (.)" Ref: #(\d*) # This missed a space after the first # Ref:\s*\#\s*(\d+)\s*\# This means: Literal (Ref:), zero or more (trailing *) space (\s), literal # (although \# isn't needed. Just #),...
by crythias
24 Jun 2016, 16:02
Forum: General
Topic: External Ticket Utilization
Replies: 19
Views: 1351

Re: External Ticket Utilization

http://www.regexpal.com/

Code: Select all

Ref:\s*\#\s*(\d+)\s*\#

Code: Select all

IT HelpDesk - Request testing - Ref: # 9898 # - Update
IT HelpDesk - Request testing - Ref: # 9898 #
This seems to be appropriately working.
by crythias
24 Jun 2016, 15:56
Forum: Howtos
Topic: A tutorial on Config/GenericAgent.pm
Replies: 7
Views: 19138

Re: A tutorial on Config/GenericAgent.pm

OTRSRDNewbie wrote:How can I make an event driven execution similar or schedule driven execution similar to the web interface?
viewtopic.php?t=10090
by crythias
24 Jun 2016, 04:15
Forum: OTRS Developers
Topic: how to create customers and services via SOAP
Replies: 4
Views: 1663

Re: how to create customers and services via SOAP

It seems like you'd have to create the interface for your needs. I don't have much information beyond the documentation to provide this directly.

I also don't have a web interface that makes sense currently.
by crythias
24 Jun 2016, 04:05
Forum: General
Topic: [SOLVED] Responsibility Icons on Top Right of Agent's Screen
Replies: 4
Views: 815

Re: Responsibility Icons on Top Right of Agent's Screen

They probably are the result of font awesome fa-xxxx characters. They're shown as part of the configuration for the appropriate module.
by crythias
14 Jun 2016, 18:08
Forum: Help
Topic: LDAP Backend - No Customer ID in emailed ticket
Replies: 11
Views: 1417

Re: LDAP Backend - No Customer ID in emailed ticket

what's in your Map in Config.pm?
by crythias
11 Jun 2016, 01:22
Forum: Help
Topic: LDAP Backend - No Customer ID in emailed ticket
Replies: 11
Views: 1417

Re: LDAP Backend - No Customer ID in emailed ticket

Basically, confirm otrs sees the from address. Where does customer_id come into play in a ldap backend? It's the reason you're not seeing it ... an LDAP attribute must have a designated value of the customer_id for ldap and the customer_id map must exist. Either the customer_id is 'mail' or the cust...
by crythias
10 Jun 2016, 18:47
Forum: General
Topic: how to transfer parameters?
Replies: 1
Views: 492

Re: how to transfer parameters?

adding to header is the proper way to do it.
You also have to set the postmaster email address to trust the headers.
by crythias
10 Jun 2016, 14:51
Forum: Help
Topic: LDAP Backend - No Customer ID in emailed ticket
Replies: 11
Views: 1417

Re: LDAP Backend - No Customer ID in emailed ticket

There's more to this ... First, make sure that the sender email address is visible (check?) Then make sure that the sender email address matches a value in the customer information center/customer user If the customerid is an email address, it's because the exact email address of sender (case insens...