Znuny and ((OTRS)) Community Edition

skullz

From what i see here, 2 options 1. Use of regex as suggested by flo/wurzel above. Type of linking between condition: OR Condition 1 (And) - DF Status > String > Performed - DF Hard > RegExp > (Laptop|Destop) 2. Multiple OR condition. Type of linking between condition: OR Condition 1 (And) - DF Statu...

skullz

try to put in under condition 1

skullz

-- deleted wrong topic

skullz

Yup possible.. 1. you have to duplicate this externallink xml block https://github.com/znuny/Znuny/blob/ebe2aa0e77162ef2d89d93856499a4ce0640d616/Kernel/Config/Files/XML/Ticket.xml#L5600 to new xml file under /opt/otrs/Kernel/Config/Filex/XML/blablabla.xml <?xml version="1.0" encoding="...

skullz

Im not really get what your question is but, 1. If customer reply from their email, check system configuration for PostmasterFollowUpStateTicket 2. If customer reply from portal, check system configuration for Ticket::Frontend::CustomerTicketZoom###State or use Access Control List (ACL) 3. Make sure...

skullz

1. Make sure all perl module installed or updated
otrs.CheckModules.pl

2. Since you are already solved the issue, i guess not much can be done.

Good luck

skullz

Do we have that in OTRS V5. I don't see any module in OTRS Admin page or am I missing something? Can you please send any references pertaining to it for OTRS V5. M. Statistic / Reporting module.. There is option where you can export out as CSV file.. Take note this is only export out the ticket dat...

skullz

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Ticket::Frontend::MenuModule###999-TeaserAttachmentView

*Shows a teaser link in the menu for the ticket attachment view of OTRS Business Solution™.

From the docs, its part of business edition..@root this BE should work right when update to znuny?

skullz

Why not using Statistic module ?

skullz

1) https://doc.znuny.org/doc/manual/admin/ ... laddresses

2) https://doc.znuny.org/doc/manual/admin/ ... area-queue

skullz

1. Did you perform scripts/DBUpdate-to-6.pl during upgrade ?

2. Try clear cache from otrs.Console.pl

3. Check System Configuration for the Responsible toolbar. Perhaps accidentally disable ?

4. Also check ACL

skullz

Hi,

Evaluation like services rating (E.g: good/average/poor) ?
Do check the Survey module for this via Package Manager

skullz

try activate Ticket::Frontend::PlainView either it suits your need or not

skullz

1) I have lists of users, agents, tickets complete with entries (“articles”) and timestamps and everything as Python-data (can also be made available as JSON within a heartbeat, of course), compiled from various sources and home-brew-systems via scripts, which was a lot of work, but now I have some...

skullz

taken from the docs, are you sure the userlogin and password is correct ? my $CreateOrUpdateParams = { UserLogin => "some agent user login", # to be filled with valid agent login Password => "some agent user password", # to be filled with valid agent password Ticket => { Title =>...

skullz

use the generic interface / webservice for this..

super long read..
https://doc.znuny.org/doc/manual/admin/ ... rface.html

skullz

How do you install perl module ? cpan ? if yes, make sure the module didnt install under .root directory 1. Determine the location of the module name that generate the error shell > perldoc -l PDF::FromHTML make sure its not under /root/ Usually, should under: /usr/lib64/perl5/ /usr/share/perl5/ /us...

skullz

As far as i know, only can be done with some development by writing a custom module since generic agent has a capability to execute module.

Possible involved api : https://doc.znuny.org/doc/api/otrs/6.0/ ... ml#LinkAdd

skullz

check for old module and update them.

To check , as otrs user, run

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bin/otrs.Console.pl Dev::Code::CPANAudit

skullz

Others place i would take a look at system configuration > PostMaster::PreFilterModule###

skullz

I guess both Car and Plate is dynamic field (Dropdown).

Perhaps can be achieve via Admin > Access Control List

Ref: https://doc.znuny.org/doc/manual/admin/ ... id-1.7.2.4

*Take a look at Example 5.6

skullz

Oppss, the setting is for the Open Ticket widgets instead.. Hence, what are you looking for is not available within configuration. You are looking for code level modification. File: Kernel/Output/HTML/Dashboard/CustomerIDList.pm API Ref: https://doc.znuny.org/doc/api/otrs/6.0/Perl/Kernel/System/Tick...

skullz

Check System Configuration > AgentCustomerUserInformationCenter::Backend###0130-CUIC-TicketOpen

Try modify 'Attributes' value to

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StateType=open;StateType=pending auto

skullz

I also agree with roy..check postmaster filter regarding the service..

Perhaps misspelling or white space issues (at end of wording)

skullz

its working fine in my setup

3.png

2.PNG

1.PNG

skullz

tune6688 wrote: ↑10 Apr 2021, 17:16
skullz wrote: ↑10 Apr 2021, 02:02
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Suffix => *
MinQueryLength => 1
Afterwards, delete otrs cache first via otrs.Console.pl
Thank you for your reply, but I still don’t understand.Could you tell me in detail?

Check back the dynamic field setting value.

Set

SearchSuffix = *
MinQueryLength = 1

skullz

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Suffix => *
MinQueryLength => 1

Afterwards, delete otrs cache first via otrs.Console.pl

skullz

Hi skullz, Thanks for the feedback. One additional question that pops up in my mind. Our agents do not use the mobile app for OTSR, they still open it via web browser on their phones. What do you think, if they start using the mobile app? Will this sole the issue, even without changing SessionCheck...

skullz

Check system configuration for

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SessionCheckRemoteIP
SessionDeleteIfNotRemoteID

im no expert in security but, yeah this should fix the frequent logout issue.

skullz

HI, to exactly has another custom menu, you have to write another module.. the easy way i can see is by using another existing menu, maybe Miscellaneous > Free Text - to enable state selection in this screen, refer System Configuration > Ticket::Frontend::AgentTicketFreeText###State - (maybe) to rem...

skullz

im using this method to call translate function..

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(-) use Kernel::Language qw(Translatable);
(+) use Kernel::Config::Defaults; # import Translatable()

skullz

1. Because the value already set as Approval by default. By design (or im wrong) OTRS always display its current selected value.

2. However, try to use ACL to hide the 'Approval' value when in Approved / Deny screen.

skullz

im too lazy to translate this..

however, if your change the ScriptAlias at *.conf file, you have to change it as well at Admin > System Configuration > ScriptAlias

skullz

maybe try this addon : https://opar.perl-services.de/dist/Dash ... kets-6.0.6 by reneeb..
however i think its only for ticket owner..

skullz

As long these customer didnt have a ticket, tied to specific group, services, i think its safe to delete..

Furthermore check this addon https://opar.perl-services.de/dist/Cust ... kAndDelete by reneeb

skullz

As an additional point on roy suggestion, you can directly modify $otrs_home/Kernel/Config/Defaults.pm (not suggested as it will be overwrite upon upgrade/patch level, but should work) The, perhaps restart webserver. (-) CustomerUserSearchFields => [ 'login', 'first_name', 'last_name', 'customer_id'...

skullz

try

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*@gmail.com

skullz

i make it simple, use the combination of

- ticket dynamic field (text)
- generic agent
-- ticket event = ticket create / service update
-- ticket filter = Service ?
--ticket update = dynamic field ? (put your price).

this should update the ticket with the price based on selected service.

skullz

Your help would be greatly appreciated! I don't know how this is done. "Approval user received email with link (this link is a OTRS process activity dialog (approval screen))" I try and try, but I'll never get it! Thanks in advance! Well, for this approval workflow aka Activity, of course...

skullz

If you means this, then no by default. - Approval user received email with link - then click approval link - by some magic, process approved. If you mean this, then perhaps yes. - Approval user received email with link (this link is a OTRS process activity dialog (approval screen)) - Approval user c...

skullz

You may 1. Built custom form and passing the data through OTRS generic Interface (webservices). OR 2. Login via specific URL (not tested). And of course, you may need use some ACL / another restriction (group based ?) to disable customer ticket message, customer ticket overview, etc.. https://fqdn/o...

skullz

If you experience any issues with accessing the online repository for the Freebies: the server / dns entry for ftp.otrs.org is gone. You can replace the system configuration Package::RepositoryRoot with the value https://download.znuny.org/releases/misc/packages/repository.xml. For ITSM replace the...

skullz

not available within standard report function..
however you can use the Admin > SQL box to achieve this via SQL query.

take a look a table ticket, article and article_data_mime (OTRS 6,LTS)

good luck

skullz

i opened a bug, perhaps i will pull later if i have more time to explore it..

skullz

Last time i tried it (a long long ago), yes its work..
However, if you want to hide mandatory, you wont be able to submit the form..

Not sure now its support or not..

skullz

check system configuration > Daemon::SchedulerTaskWorker::NotificationRecipientEmail

skullz

add --no-tablespace in backup.pl scripts itself (after mysqldump)

should be https://github.com/znuny/Znuny/blob/2fd ... up.pl#L130

skullz

Try

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States => ['open', 'closed'],

skullz

root wrote: ↑19 Feb 2021, 14:15
skullz wrote: ↑19 Feb 2021, 13:18 Great..
Also can also include the links in your site as well?
You're talking about www.znuny.org?

- Roy

Yes znuny.org

skullz

Back in the day, i have to enable 'less secure' functions in the gmail..

Alternatively, try to setup specific password for app also in gmail setting..

Good luck.

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