Search found 2210 matches
- 08 Jan 2019, 17:52
- Forum: Help
- Topic: Issue with packages for upgrade 6.0.15
- Replies: 3
- Views: 3210
Re: Issue with packages for upgrade 6.0.15
I don't think you need to run that step for a patch-level release (=update), only for an upgrade (e.g. from 5.xx to 6.xx). In earlier versions of the manual there was a notice: Within a single minor version you can skip patch level releases if you want to upgrade. For instance you can upgrade direct...
- 07 Jan 2019, 17:46
- Forum: Hilfe
- Topic: Zeiteinheiten und Zeiterfassung kombinieren
- Replies: 2
- Views: 2246
Re: Zeiteinheiten und Zeiterfassung kombinieren
Oder ihr versuchts mal über die "Changes" aus dem ITSM Modul, dort werden Zeiten auch addiert.
- 07 Jan 2019, 17:22
- Forum: General
- Topic: Reply's only from sender OTRS@localhost, auto messages are fine.
- Replies: 4
- Views: 2296
Re: Sender Envelope only on reply wont change
Hey there,
can you check in the SysConfig under Core::Email -> NotificationSenderEmail what's written there?
can you check in the SysConfig under Core::Email -> NotificationSenderEmail what's written there?
- 07 Jan 2019, 12:40
- Forum: Help
- Topic: Hide Dynamic Field before select Queue
- Replies: 5
- Views: 3848
Re: Hide Dynamic Field before select Queue
I think you can solve this with process tickets, or a customization on the template file, namely JavaScript which hides/shows dynamic fields based on the queue selection.
- 21 Dec 2018, 10:09
- Forum: General
- Topic: Hide buttons if you are not an owner
- Replies: 3
- Views: 2275
Re: Hide buttons if you are not an owner
Hey there,
you cannot without customization, as an ACL cannot compare dynamic values.
What you would need is a new ACL module that does exactly what you are describing.
you cannot without customization, as an ACL cannot compare dynamic values.
What you would need is a new ACL module that does exactly what you are describing.
- 21 Dec 2018, 09:53
- Forum: Developers
- Topic: creation of a new menu option
- Replies: 1
- Views: 18978
Re: creation of a new menu option
Hey, please try using the code blocks for better formatting. Can you try these settings? All I did was remove the Loader block (as you didn't load anything yet) and renamed the MainMenu Registration from "AgentTasks" to "Tasks" to match the FrontendRegistration. <?xml version=&qu...
- 21 Nov 2018, 12:55
- Forum: General
- Topic: Customer web interface
- Replies: 3
- Views: 2421
Re: Customer web interface
There's an example in the manual to order books: https://doc.otrs.com/doc/manual/admin/6.0/en/html/process-management.html#id-1.7.3.3 If you get the hang of the editor it's not too hard to make your own process. You should figure out first: - which states (=activities) your process has - which value...
- 21 Nov 2018, 12:48
- Forum: Developers
- Topic: Create new "Custom" Actions
- Replies: 2
- Views: 7590
Re: Create new "Custom" Actions
Hello iclaude,
that's very possible, there's even a guide in the manual how to do it:
https://doc.otrs.com/doc/manual/develop ... end-module
that's very possible, there's even a guide in the manual how to do it:
https://doc.otrs.com/doc/manual/develop ... end-module
- 19 Jun 2018, 13:29
- Forum: Developers
- Topic: Register new MainMenu
- Replies: 1
- Views: 9970
Re: Register new MainMenu
Apparently there's another information missing in the manual. When adding the type "Menu" to the XML, the entry in the navbar appears. So a working config is: <?xml version="1.0" encoding="UTF-8" ?> <otrs_config version="2.0" init="Application"> <Set...
- 19 Jun 2018, 11:02
- Forum: Developers
- Topic: Register new MainMenu
- Replies: 1
- Views: 9970
Register new MainMenu
Hello forum, I'm trying to port our 5.x packages to 6.x. Currently I'm having great troubles registering a entry in the NavBar. Using this example from the dev manual (/Kernel/Config/Files/XML/HelloWorld.xml): <?xml version="1.0" encoding="UTF-8" ?> <otrs_config version="2.0...
- 04 Jan 2018, 13:23
- Forum: Developers
- Topic: [Addon Announcement] Timer
- Replies: 1
- Views: 33846
Re: [Addon Announcement] Timer
Migrated to v6:
https://opar.perl-services.de/dist/TTO-Timer-6.0.0
btw: I like the new integration of sidebar widgets (yey!) - just didn't figure out yet what the proper way for java script injection is: Manual tells you to use .js files with an init function..
https://opar.perl-services.de/dist/TTO-Timer-6.0.0
btw: I like the new integration of sidebar widgets (yey!) - just didn't figure out yet what the proper way for java script injection is: Manual tells you to use .js files with an init function..
- 19 Oct 2017, 13:53
- Forum: Help
- Topic: agents traceability
- Replies: 1
- Views: 1667
Re: agents traceability
Hey there, you'd probably have to parse all history entries that were made to the ticket. According to the db-schema, agent data is kept in the table "users": https://raw.githubusercontent.com/OTRS/otrs/7a6cab39e8bacbadb2c89d304d24ad7747e17c6b/development/diagrams/Database/OTRSDatabaseDiag...
- 19 Oct 2017, 10:49
- Forum: Help
- Topic: Adding customer name in Customer ticket overview
- Replies: 14
- Views: 10927
Re: Adding customer name in Customer ticket overview
Hey savoir, the db-column is the customer the ticket is ASSIGNED to. But it's not the customer that created the ticket. Since you can change customers after ticket creation these might be different values. That's why I parsed the history lines to see who the first customer is that got assigned. Wher...
- 25 Sep 2017, 10:38
- Forum: General
- Topic: Executing bash script OTRS 5
- Replies: 7
- Views: 15969
Re: Executing bash script OTRS 5
Are you using absolute paths when accessing "home" or are you using the tilde? Those cannot be used when you are running a script from a non-login shell.
- 22 Sep 2017, 11:31
- Forum: General
- Topic: Search not working with Free Fields
- Replies: 5
- Views: 15922
Re: Search not working with Free Fields
-EDIT-
Misunderstood question.
Misunderstood question.
- 22 Sep 2017, 10:37
- Forum: Help
- Topic: Duplicate Tickets
- Replies: 3
- Views: 2192
Re: Duplicate Tickets
Well, could you provide the history entries for one of the tickets and the RAW mail ?
- 21 Sep 2017, 14:36
- Forum: Help
- Topic: strange Queue View layout
- Replies: 6
- Views: 2535
Re: strange Queue View layout
The only *risk* is that the next page request will take considerable time (in our system around 10-15 seconds).
- 18 Sep 2017, 17:37
- Forum: Hilfe
- Topic: Vergleich der Inhalte dynamischer Felder in einer ACL
- Replies: 7
- Views: 2808
Re: Vergleich der Inhalte dynamischer Felder in einer ACL
Huhu, doch da bist du schon richtig. Eine Meldung über ACL kannst du allerdings nicht ausgeben. Um die Felder zu vergleichen benötigst du die "DynamicFieldConfig" aus der Funktion "DynamicFIeldGet" von dem Objekt hier: http://doc.otrs.com/doc/api/otrs/5.0/Perl/Kernel/System/Dynam...
- 18 Sep 2017, 10:22
- Forum: Hilfe
- Topic: Vergleich der Inhalte dynamischer Felder in einer ACL
- Replies: 7
- Views: 2808
Re: Vergleich der Inhalte dynamischer Felder in einer ACL
Du müsstest in der Run Funktion die Feld-Werte auslesen und Vergleichen. Falls du dann nichts tun möchtest ein "return 1" setzen und falls du eine Aktion/Einschränkung haben willst eben die entsprechende ACL setzen.
- 14 Sep 2017, 08:08
- Forum: Hilfe
- Topic: GenericAgent - TicketStateUpdate
- Replies: 10
- Views: 5669
Re: GenericAgent - TicketStateUpdate
Spätestens mit der Anforderung dass die Nachricht nur einmal gesendet werden sollte, benötigst du wohl ein selbst geschriebenes GA Modul.
- 12 Sep 2017, 15:40
- Forum: Hilfe
- Topic: Verschiedene Fehler nach Update
- Replies: 5
- Views: 2088
Re: Verschiedene Fehler nach Update
Huhu,
das wird der Fehler sein, aber ich hab keine Ahnung wie der gelöst wird
das wird der Fehler sein, aber ich hab keine Ahnung wie der gelöst wird
- 12 Sep 2017, 14:39
- Forum: Hilfe
- Topic: Verschiedene Fehler nach Update
- Replies: 5
- Views: 2088
Re: Verschiedene Fehler nach Update
Melde dich mal als Kunde an und schau über die Browser Konsole ob JavaScript Fehler geworfen werden.
- 12 Sep 2017, 09:12
- Forum: Allgemeines
- Topic: OTRS vs Zammad
- Replies: 5
- Views: 5851
Re: OTRS vs Zammad
Ich dachte Turtle wollte die PHP Version entwickeln ?
- 09 Aug 2017, 14:22
- Forum: Help
- Topic: Default ticket type for new tickets
- Replies: 12
- Views: 7544
Re: Default ticket type for new tickets
Isn't the created view just a TicketZoom? What / Why / Which parameters would you expect here ?
- 09 Aug 2017, 12:07
- Forum: Hilfe
- Topic: Reihenfolge Queue Auswahl
- Replies: 3
- Views: 2118
Re: Reihenfolge Queue Auswahl
In den neuen Versionen sind die Auswahlfenster auch mit Autocomplete versehen. Einfach einen Teil eintippen und schon wird die Auswahl gefiltert.
- 08 Aug 2017, 16:48
- Forum: Hilfe
- Topic: Dashboard Einstellungen speichern
- Replies: 3
- Views: 2476
Re: Dashboard Einstellungen speichern
Vll. schlägt der AJAX Befehl zum update fehl. Kannst du mal die Browser Konsole öffnen während du deine Einstellungen speicherst? Vll. werden dort fehler geworfen.
- 08 Aug 2017, 16:47
- Forum: Hilfe
- Topic: Mail an Kundenbenutzer bei Anlage
- Replies: 2
- Views: 2190
Re: Mail an Kundenbenutzer bei Anlage
Hallo, falls OTRS mit Passwörtern sauber umgeht (was ich schwer vermute) dann hast du keine Möglichkeit Zugangsdaten zu verschicken da Passwörter nicht im Klartext sondern nur gehasht gespeichert werden. Du könntest dies umgehen wenn ihr die API nutzt um User anzulegen: http://doc.otrs.com/doc/api/o...
- 08 Aug 2017, 15:53
- Forum: Allgemeines
- Topic: Felder in Fenster "Neues E-Mail-Ticket" ausblenden
- Replies: 6
- Views: 4076
Re: Felder in Fenster "Neues E-Mail-Ticket" ausblenden
Wenn du die Felder nicht über die SysConfig deaktivieren kannst, dann bliebe dir nur eine Code Anpassung. Und du scheinst auf den richtigen SysConfig Seiten zu sein
- 08 Aug 2017, 15:26
- Forum: Help
- Topic: Default ticket type for new tickets
- Replies: 12
- Views: 7544
Re: Default ticket type for new tickets
That's probably one of these settings: Ticket → Frontend::Agent::ToolBarModule I don't know *exactly* what the other two parameters do, but a guess is: - OTRS only parses URL parameters when in subaction "StoreNew" (which might be AJAX updates, Splits and alike) - WIthout the "ExpandC...
- 08 Aug 2017, 14:49
- Forum: Help
- Topic: Default ticket type for new tickets
- Replies: 12
- Views: 7544
Re: Default ticket type for new tickets
Hey,
not the LinkOption, just the Link. So instead of:
you'll use:
not the LinkOption, just the Link. So instead of:
Code: Select all
Action=AgentTicketPhone
Code: Select all
Action=AgentTicketPhone;Subaction=StoreNew;ExpandCustomerName=2;TypeID=3
- 08 Aug 2017, 14:19
- Forum: Help
- Topic: Default ticket type for new tickets
- Replies: 12
- Views: 7544
Re: Default ticket type for new tickets
Hey there,
you can do that via URL parameters. Go to the SysConfig (Ticket -> Agent::ModuleRegistration) and edit the link for Phone/Email tickets. Add this string:
(and replace the last number with the type you want to see)
you can do that via URL parameters. Go to the SysConfig (Ticket -> Agent::ModuleRegistration) and edit the link for Phone/Email tickets. Add this string:
Code: Select all
;Subaction=StoreNew;ExpandCustomerName=2;TypeID=3
- 07 Aug 2017, 15:15
- Forum: Help
- Topic: Adding customer name in Customer ticket overview
- Replies: 14
- Views: 10927
Re: Adding customer name in Customer ticket overview
Yey, great it works!
Doesn't it feel good to hack the OTRS ?
Doesn't it feel good to hack the OTRS ?
- 07 Aug 2017, 09:14
- Forum: Help
- Topic: Adding customer name in Customer ticket overview
- Replies: 14
- Views: 10927
Re: Adding customer name in Customer ticket overview
Hey there, so I tried to do this on my test system and ran into this problem: OTRS does not log the CustomerUser (ID) of the customer creating a ticket. Customer tickets are always created from "root@localhost" it seems. To get the first customer user who created the ticket, I parsed the h...
- 04 Aug 2017, 11:36
- Forum: Hilfe
- Topic: Postmaster Filter werden ignoriert? [gelöst]
- Replies: 3
- Views: 2595
Re: Postmaster Filter werden ignoriert?
Hm, es gibt zwei Felder für die To Adresse:
To und CC. Falls die OTRS-Adresse im CC steht muss das auch im Filter entsprechend drin stehen - oder du baust dir eben zwei. Einmal auf To und den identischen auf "CC".
To und CC. Falls die OTRS-Adresse im CC steht muss das auch im Filter entsprechend drin stehen - oder du baust dir eben zwei. Einmal auf To und den identischen auf "CC".
- 04 Aug 2017, 08:12
- Forum: Hilfe
- Topic: Attribute in CustomerTicketZoom hinzufuegen
- Replies: 3
- Views: 2547
- 02 Aug 2017, 08:31
- Forum: General
- Topic: Increase Customer <-> Service page list size
- Replies: 2
- Views: 6693
Re: Increase Customer <-> Service page list size
I think there's a possibility to set a default service. If that does not help, you could try to filter the customers and add 200 per bulk. Or you add them via script and/or API: http://doc.otrs.com/doc/api/otrs/5.0/Perl/Kernel/System/Service.pm.html see the function "CustomerUserServiceMemberAd...
- 02 Aug 2017, 08:26
- Forum: Hilfe
- Topic: Ticketnummern fangen von vorn an
- Replies: 3
- Views: 2449
Re: Ticketnummern fangen von vorn an
Habt ihr inkrementell eingestellt ? Also fortlaufend aufsteigend ?
Falls der ID-Index in der DB keinen Knacks hat, schau dir mal die ~otrs/var/log/TicketCounter.log an, was da drin steht.
Die sollte dem OTRS als Anhalt gelten, mit welcher ID "weitergemacht" wird.
Falls der ID-Index in der DB keinen Knacks hat, schau dir mal die ~otrs/var/log/TicketCounter.log an, was da drin steht.
Die sollte dem OTRS als Anhalt gelten, mit welcher ID "weitergemacht" wird.
- 02 Aug 2017, 08:22
- Forum: Help
- Topic: Extending AgentTicketCompose
- Replies: 5
- Views: 3418
Re: Extending AgentTicketCompose
Do you mean the dropdown one can select from when answering a ticket? The "templates" you can configure in the SysConfig?
Well you could create your own package (opm) which on installation then installs/configures those templates on your customers systems.
Well you could create your own package (opm) which on installation then installs/configures those templates on your customers systems.
- 02 Aug 2017, 08:13
- Forum: Help
- Topic: Adding customer name in Customer ticket overview
- Replies: 14
- Views: 10927
Re: Adding customer name in Customer ticket overview
No, putting them into the ~/Custom/ folder is enough. OTRS scans first all files in ~/... and THEN overwrites the files with those found in ~/Custom/.. This is true for most of the perl files and the template files. There are some exceptions, like the Config.pm or the config files in ~/Kernel/Config...
- 01 Aug 2017, 08:36
- Forum: Help
- Topic: How to add dynamic fields to the search-result page?
- Replies: 7
- Views: 13785
Re: How to add dynamic fields to the search-result page?
I think we dropped the issue since the requirement wasn't there anymore. I don't know if that's still an issue with recent versions.
- 31 Jul 2017, 17:09
- Forum: General
- Topic: OTRS 5.0.21 how to remove "My Queues" from dashboard preferences?
- Replies: 2
- Views: 6559
Re: OTRS 5.0.21 how to remove "My Queues" from dashboard preferences?
Navigate in the SysConfig to:
Ticket → Frontend::Agent::Preferences
and disable the widget PreferencesGroups###CustomQueue.
Or set Active to 0 to set the default to unselected.
Ticket → Frontend::Agent::Preferences
and disable the widget PreferencesGroups###CustomQueue.
Or set Active to 0 to set the default to unselected.
- 31 Jul 2017, 16:52
- Forum: Help
- Topic: Adding customer name in Customer ticket overview
- Replies: 14
- Views: 10927
Re: Adding customer name in Customer ticket overview
Hi there, that's actually not too hard. 1) Create a new folder (if it's not there yet) ~otrs/Custom/ 2) Copy these files to the new folder (PRESERVING the same folder structure): Kernel/Output/HTML/Templates/Standard/CustomerTicketOverview.tt Kernel/Modules/CustomerTicketOverview.pm so as otrs-user:...
- 31 Jul 2017, 13:32
- Forum: Help
- Topic: Adding customer name in Customer ticket overview
- Replies: 14
- Views: 10927
Re: Adding customer name in Customer ticket overview
No, it seem you'd need a modification of the OTRS framework to acomplish that.
- 31 Jul 2017, 10:33
- Forum: Help
- Topic: [SOLVED] Error with Attachment: Need filename!
- Replies: 2
- Views: 1667
Re: Error with Attachment: Need filename!
Could you post the whole block of the error so we can see which module and line produces the error ?
- 27 Jul 2017, 13:37
- Forum: Help
- Topic: Update CMDB CIs
- Replies: 2
- Views: 1788
Re: Update CMDB CIs
There is no difference how they were created.
What does your webrequest look like ?
What does your webrequest look like ?
- 25 Jul 2017, 10:06
- Forum: Help
- Topic: CI per page | more than 35
- Replies: 6
- Views: 4038
Re: CI per page | more than 35
That's unfortunate and I wouldn't expect it. Did you have a typo in the .xml ? Could you still post the whole block you edited?
- 25 Jul 2017, 10:05
- Forum: Hilfe
- Topic: Can't locate object method "ObjectValuesDelete"
- Replies: 12
- Views: 4579
Re: Can't locate object method "ObjectValuesDelete"
Ja Die sind wahrscheinlich sehr beschäftigt mit ihrem eigenen KIX-Fork.
Die Paketquellen sind halt arg unteschiedlich zwischen KIX und OTRS. Kannst du mal diese Zeile +- 5 darüber/darunter posten ?
/opt/otrs/KIX4OTRS/Kernel/System/Ticket.pm line 613.
Die Paketquellen sind halt arg unteschiedlich zwischen KIX und OTRS. Kannst du mal diese Zeile +- 5 darüber/darunter posten ?
/opt/otrs/KIX4OTRS/Kernel/System/Ticket.pm line 613.
- 25 Jul 2017, 08:23
- Forum: Hilfe
- Topic: Can't locate object method "ObjectValuesDelete"
- Replies: 12
- Views: 4579
Re: Can't locate object method "ObjectValuesDelete"
Der Fehler kommt aus einem KIX Module:
/opt/otrs/KIX4OTRS/Kernel/System/Ticket.pm
Frag doch mal bei den KIX Jungs im Forum nach.
/opt/otrs/KIX4OTRS/Kernel/System/Ticket.pm
Frag doch mal bei den KIX Jungs im Forum nach.
- 24 Jul 2017, 16:55
- Forum: General
- Topic: Sort Article Overview as per "No"
- Replies: 7
- Views: 7740
Re: Sort Article Overview as per "No"
I don't know what you want to achieve here, but that's a field for a hardcoded value that's prefilled in the note.
You can *maybe* (untested) use OTRS smart tags, something like <OTRS_TICKET_Subject> which might get parsed.
You can *maybe* (untested) use OTRS smart tags, something like <OTRS_TICKET_Subject> which might get parsed.
- 24 Jul 2017, 16:23
- Forum: General
- Topic: Sort Article Overview as per "No"
- Replies: 7
- Views: 7740
Re: Sort Article Overview as per "No"
The default in the overview shows the last customer-subject and not the ticket title.
Try to change this setting in the SysConfig:
Ticket -> Frontend::Agent::TicketOverview -> Ticket::Frontend::OverviewSmall###ColumnHeader
Try to change this setting in the SysConfig:
Ticket -> Frontend::Agent::TicketOverview -> Ticket::Frontend::OverviewSmall###ColumnHeader