Search found 10053 matches

by crythias
08 Apr 2019, 20:04
Forum: General
Topic: Preview ticket by customer
Replies: 3
Views: 190

Re: Preview ticket by customer

make sure the operator's side isn't adding content as "Internal" ... that would hide from the customer side.
by crythias
08 Apr 2019, 19:58
Forum: Help
Topic: Distribution of incoming and outgoing email to group members
Replies: 2
Views: 158

Re: Distribution of incoming and outgoing email to group members

incoming: notifications enabled for the queues of which the agents are members of.
Outgoing: Generally it's not recommended for agents to reply via email.

OTRS Business Edition supports it, but the community version is based around agents using the web interface to manage tickets.
by crythias
08 Apr 2019, 19:55
Forum: Help
Topic: How to run a report to check all closing tickets
Replies: 1
Views: 131

Re: How to run a report to check all closing tickets

You'll perhaps need to explain the criteria for selection of tickets (state? time period?) and what fields represent the output desired.
by crythias
31 Mar 2019, 22:48
Forum: General
Topic: Errors in log after fresh installation
Replies: 2
Views: 166

Re: Errors in log after fresh installation

Make sure you have the basic perl packages installed as well. Check the docs.
(No, not just OTRS required ones, but the basic perl package).
by crythias
31 Mar 2019, 22:45
Forum: Help
Topic: Login Failure with active directory
Replies: 8
Views: 414

Re: Login Failure with active directory

what do you have for your Customer Map?

https://github.com/OTRS/otrs/blob/3cf48 ... s.pm#L1609
by crythias
31 Mar 2019, 03:30
Forum: General
Topic: Database connection issues
Replies: 4
Views: 215

Re: Database connection issues

fullhouse wrote:
27 Mar 2019, 10:04
I was hoping this might be a known issue within otrs because I can't figure out a way to solve it troubleshooting mysql issues.
No, it's most probably mysql. OTRS is doing something that exceeds MySQL parameters.
wurzel wrote:
26 Mar 2019, 19:21
min package size is wrong
by crythias
31 Mar 2019, 03:26
Forum: Help
Topic: Web service ticket creation fails to include CustomerID or Reply options
Replies: 2
Views: 162

Re: Web service ticket creation fails to include CustomerID or Reply options

However when the ticket is opened by agent, there is no "Reply" option and none of the queue's normal templates are available. Reply works if ... Ticket is unlocked or Ticket is locked and current agent is owner or responsible and Article is "from" customer. Should have customer_id attached. Push i...
by crythias
31 Mar 2019, 03:20
Forum: Help
Topic: Login Failure with active directory
Replies: 8
Views: 414

Re: Login Failure with active directory

otrs/index.pl <-- agent login
otrs/customer.pl <-- customer login
by crythias
30 Mar 2019, 23:14
Forum: Help
Topic: How to edit the customer history in new tickets
Replies: 3
Views: 201

Re: How to edit the customer history in new tickets

You might check Edit Config Settings in Ticket → Frontend::Agent::TicketOverview
Ticket::Frontend::OverviewSmall###DynamicField
by crythias
30 Mar 2019, 23:02
Forum: Help
Topic: Login Failure with active directory
Replies: 8
Views: 414

Re: Login Failure with active directory

Mar 30 20:05:25 localhost OTRS-CGI-53[1476]: [Error][Kernel::System::User::UserAdd][Line:376]: Need UserEmail! <-- talm doesn't have an email in the "mail" attribute. Can't create user 'talm' (CN=tal moshe,OU=users,OU=Israel,OU=domain,DC=domain,DC=corp) in RDBMS! # AuthSyncModule::LDAP::UserSyncMap ...
by crythias
30 Mar 2019, 16:03
Forum: Help
Topic: Import DynamicFields
Replies: 10
Views: 355

Re: Import DynamicFields

Please note that this forum cannot support third party add-ons. Please contact the vendor.
https://otrsaddons.com/products/importe ... amicfields
by crythias
29 Mar 2019, 22:22
Forum: Help
Topic: Can't call method "Delta"
Replies: 3
Views: 193

Re: Can't call method "Delta"

https://github.com/OTRS/otrs/blob/080bf4048756ab850b61ff18f0afb3c3a6b6074e/Kernel/System/Ticket.pm#L1354 Basically, it looks like (somehow) the $TicketCreatedDTObj of 1347 didn't get a value or "set" properly, so it was "null" and Delta can't be a part of "null" as an object. It seems the database ...
by crythias
29 Mar 2019, 22:13
Forum: Help
Topic: automate recieved Mail Domain to custommerID?
Replies: 2
Views: 173

Re: automate recieved Mail Domain to custommerID?

Postmaster Filter can set that.
by crythias
29 Mar 2019, 22:12
Forum: Help
Topic: Can I make the agent's from email change per queue?
Replies: 1
Views: 121

Re: Can I make the agent's from email change per queue?

Check the queue itself for system addresses.
by crythias
29 Mar 2019, 22:08
Forum: General
Topic: tickets to right queue
Replies: 7
Views: 860

Re: tickets to right queue

acl is what humans do. postmaster filter is what email does. If your customer is submitting a ticket via the customer portal, then the customer should only see appropriate queues possible for the customer. if your customer is submitting a ticket via email, then postmaster filter should handle it bas...
by crythias
29 Mar 2019, 15:00
Forum: General
Topic: tickets to right queue
Replies: 7
Views: 860

Re: tickets to right queue

ACL might help.
if customer_id=CNL
Possible Queue=COC
by crythias
29 Mar 2019, 06:36
Forum: General
Topic: [SOLVED] OTRS PostMaster filter
Replies: 2
Views: 236

Re: OTRS PostMaster filter

Try this:

Code: Select all

Task:\s*(?<task>.*)\nType of Business:\s*(?<typeofbusiness>.*)\nService Type:\s*(?<servicetype>.*)\n
https://www.regexpal.com/?fam=108643 (add a carriage return on the last entry).

You might put this in the Substitution line:

Code: Select all

\nTask: $1\nType of Business: $2\nService Type: $3\n\t
by crythias
29 Mar 2019, 05:54
Forum: Help
Topic: Default state not working in activity dialog
Replies: 8
Views: 397

Re: Default state not working in activity dialog

1C is chooseable still? I know that should be implied, but I'm just asking ... If nothing else, you could inject javascript (though I'm struggling to push this.) Frontend::Module###AgentTicketProcess (unless it's customer ...) document.getElementById('StateID').value="4" (Based upon the StateID. Com...
by crythias
27 Mar 2019, 21:40
Forum: General
Topic: OTRS 6.0.8 versus 6.0.16 SMTP O365 Problem
Replies: 7
Views: 738

Re: OTRS 6.0.8 versus 6.0.16 SMTP O365 Problem

CentOS 7 seems to be maxed at 1.94, but Open Fusion has at least 2.027
https://centos.pkgs.org/7/openfusion-x8 ... h.rpm.html
by crythias
27 Mar 2019, 21:33
Forum: Help
Topic: Default state not working in activity dialog
Replies: 8
Views: 397

Re: Default state not working in activity dialog

I can't seem to replicate this.
Make sure it matches case. Might want to copy/paste from the states interface.

I added "State" as a field and "open" as default and it did say "Next ticket state: open"
Make sure ACL and permissions don't block the state.
by crythias
20 Mar 2019, 21:53
Forum: Help
Topic: Default state not working in activity dialog
Replies: 8
Views: 397

Re: Default state not working in activity dialog

What are you attempting to accomplish?
Do you want to get the current state?
State or <OTRS_TICKET_State>
Do you want to set the state?
Transition Action StateUpdate
by crythias
17 Mar 2019, 18:25
Forum: Help
Topic: tickets with problematic StateUpdate events
Replies: 3
Views: 200

Re: tickets with problematic StateUpdate events

There's no reason that new can't go straight to pending from the pending menu item.

The only potential things that can help are the create_time of the history being out of sanity check (for this ticket) where February 1 is different from February 7.
by crythias
15 Mar 2019, 01:17
Forum: Help
Topic: OTRS errors
Replies: 3
Views: 204

Re: OTRS errors

No such dynamic field "TicketCalendarEndTime" (or it is inactive) This means what it says on the tin. DashboardEventsTicketCalendar::DynamicFieldEndTime Define dynamic field name for end time. This field has to be manually added to the system as Ticket: "Date / Time" and must be activated in ticket...
by crythias
15 Mar 2019, 01:08
Forum: Help
Topic: tickets with problematic StateUpdate events
Replies: 3
Views: 200

Re: tickets with problematic StateUpdate events

The datetimestamps from all ticket articles and history will not change from their original ticket, so when they merge, you're going to have some issues with the other ticket's StateUpdates because the history doesn't keep track in itself the ticket number/ticket ID. that it changed on. Mostly becau...
by crythias
11 Mar 2019, 20:12
Forum: General
Topic: tickets to right queue
Replies: 7
Views: 860

Re: tickets to right queue

marcored wrote:
11 Mar 2019, 12:16
every time the customer UGO opens a tk from the OTRS customer platform it doesn't go to the COC queue but it goes to the general queue Support
Because that's the Queue choice/default for that customer.
You can enable a feature to log in as that customer and see what UGO sees.
by crythias
09 Mar 2019, 06:17
Forum: General
Topic: Specific agents dedicated to specific customers?
Replies: 6
Views: 325

Re: Specific agents dedicated to specific customers?

Hi all, Yes, don't use customer based queues. https://forums.otterhub.org/viewtopic.php?f=53&t=16064 You don't create a new conference room for a new customer. Queues are members of Groups. Agents are members of Groups Customers can be members of specific Groups that match Queues and Agents. Custome...
by crythias
09 Mar 2019, 06:01
Forum: OTRS Developers
Topic: Customer Grouping
Replies: 2
Views: 257

Re: Customer Grouping

Generally, this is only going to matter for the Customer/Company Tickets side.

https://doc.otrs.com/doc/manual/admin/6 ... ge-example
Might help, if you're not using the old school customer_ids method.
by crythias
09 Mar 2019, 05:52
Forum: Help
Topic: Change Owner - add new owner to Article (subject or text)
Replies: 3
Views: 218

Re: Change Owner - add new owner to Article (subject or text)

Also, the recipient should have notification simply because he/she's been assigned the ticket.
Ticket Owner Update should trigger a notification.
by crythias
09 Mar 2019, 05:50
Forum: Help
Topic: Adding a dynamic field to ITSM Change ticket
Replies: 3
Views: 212

Re: Adding a dynamic field to ITSM Change ticket

Your Dynamic Field must be a Change Dynamic field, not a Ticket, Article, etc ...
It can be a Change or Workorder DF.
If you want it on ChangeAdd or ChangeEdit, you'll want to put that within ChangeAdd/Edit###DynamicField in System Config.
by crythias
09 Mar 2019, 05:40
Forum: General
Topic: OTRS 6.0.8 versus 6.0.16 SMTP O365 Problem
Replies: 7
Views: 738

Re: OTRS 6.0.8 versus 6.0.16 SMTP O365 Problem

SMTP Auth means you're trying to use authentication and it's not expecting it.
by crythias
09 Mar 2019, 05:35
Forum: Help
Topic: DBUpdate-to-6.pl fails on step 7 of 42
Replies: 6
Views: 259

Re: DBUpdate-to-6.pl fails on step 7 of 42

also mariadb may not let you have two fields with current time as datetimestamp
https://mariadb.com/kb/en/library/now/
Before MariaDB 10.0.1, it was only possible for a single TIMESTAMP column per table to contain the CURRENT_TIMESTAMP as its default.
by crythias
09 Mar 2019, 01:54
Forum: General
Topic: Reset fields for ITSM Change Templates
Replies: 0
Views: 152

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: 145

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: 198

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: 348

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: 389

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: 138

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: 220

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: 193

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: 227

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: 227

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: 8608

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: 623

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: 12030

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: 12030

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: 778

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: 8608

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: 8608

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: 368

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.