Znuny and ((OTRS)) Community Edition

fcasal

Es muy sencillo. En Admin, te vas a Colas, y dentro de cada cola, defines con que email de los configurados quieres que realice los envíos.

Saludos.

fcasal

No acabo de tener claro lo que quieres. Si lo que quieres es que los agentes de una cola reciban una notificación cuando se cree un tique, eso se configura en las notificaciones dentro de la configuración de los agentes.

Un salud

fcasal

There is a bug about this, check https://bugs.otrs.org/show_bug.cgi?id=14540

Regards

fcasal

Hola.

Puedes revisar los logs de comunicación del otrs para ver cual es el error que da al enviar, y con eso buscar una solución.

Un saludo.

fcasal

I would update the otrs to the last patch version, they have fixed many errors

Regards!

fcasal

Hola,

no se si hay en algún sitio esa información, aquí tienes el esquema de la BBDD de OTRS

https://ftp.otrs.org/pub/otrs/doc/datab ... tabase.png

Saludos

fcasal

I will try with [Ticket#1558] in the subject of the email.

Best regards

fcasal

Yo diría que no se puede, ya que hace unos meses estuve mirando de hacerlo, y no vi la forma.

Un saludo.

fcasal

With ForceStateChangeOnLock only can change the state when you lock the ticket, not when you assign the ticket.
You can try with
Ticket::Frontend::AgentTicketOwner###State and

Ticket::Frontend::AgentTicketOwner###StateDefault

Other options is to use the Generic Agent

Best regards

fcasal

Se puede hacer de ambas formas. En mi opinión, es más fácil de forma gráfica. Una vez lo tengas controlado, a veces con el config.pm puedes hilar más fino, y es más rápido para replicar ACLs similares.

Saludos.

fcasal

Lo lógico sería que creases una acl buscando lograr eso y si algo no funciona, te echamos una mano.

Saludos.

fcasal

first, update to the last patch of 3 version. And then, update to the actual otrs versión with support, that I think is the 4.

fcasal

I think you can´t with the out the box options, perhaps it is neccesary to develop such utility.

fcasal

What i want is to check the configuration you have here: Ticket::Frontend::CustomerTicketMessage###DynamicField and screenshot of your dynamics fields in order to find out the problem.

fcasal

Share with us the configuration, thanks.

fcasal

Que yo sepa no se puede. Nosotros lo que haces es coger la primera nota, dividirla, y automáticamente los tiques quedan vinculados, y puedes mover uno a cada cola con su parte de trabajo.

Un saludo.

fcasal

Could you show the configuration of the email in admin part?

fcasal

I think you should better download the file with wget and then follow the manual because you have to install some software before installing the otrs version.

Greetings.

fcasal

Hi,

You can try with

Ticket::Frontend::CustomerTicketMessage###DynamicField

and there add your dynamic field

fcasal

Boas

En principio, calquera cos permisos axeitados, poder ver os relatorios.

Un saudo

fcasal

https://bugs.otrs.org/show_bug.cgi?id=4640

I think is this problem, if you have the 5.0.13 otrs version. Upgrade to the last patch of otrs 5s and check it.

Kind Regards

fcasal

Boas.

Non entendo a tua dúbida, onde queres poñelo relatorio?

Saudos

fcasal

That is an external addon, so you should ask for support to the developer, in my opinion.

fcasal

Have youo any ACL that can affect the queues functionality?

fcasal

https://www.vultr.com/docs/how-to-insta ... untu-16-04

Try this

fcasal

It seems you missed some steps, could you replicate here the steps you made?

fcasal

Hola. Isto parece un problema de como está configurada actualmente a base de datos, como se nalgún momento se fixera unha mala instalación. Qué outras actualizacións se fixeron sobre esa contorna? Unha posibilidade sería instalar noutra máquina unha versión en limpo do teu otrs 5 actual (co mesmo ni...

fcasal

Hola,

hasta donde yo se, ese es el comportamiento esperado ya que la aplicación registra de ese modo que se ha enviado una nota externa que se puede consultar en cualquier momento, y diría que no se puede cambiar ese comportamiento.

Un saludo.

fcasal

Please, share with us the steps you followed in order to find out which was the problem but I think you missed some steps of the procedure.

fcasal

Yes, is very easy because you only have to click and drag for ordering them.

fcasal

It helps. I will try with that. Thanks!

fcasal

I already checked it, but dynamic fields are only relate between them, and the valid, is alone.

fcasal

Hi, We are using dinamyc fields in the closing part of the ticket. Now I want to get that information with sql, but I can not understand how is the relation between the tables. I found that in this forum: https://forums.otterhub.org/viewtopic.php?t=19452 But is from otrs 3.3 and the valid table is n...

fcasal

You can use merge option to achieve that.

fcasal

Parece que hay un bug https://bugs.otrs.org/show_bug.cgi?id=14540

Saludos

fcasal

You are not the only one, check this https://bugs.otrs.org/show_bug.cgi?id=14540

fcasal

Which exactly version and patch of OTRS are you using?

fcasal

Could you post an image of the job from the generic Agent?

fcasal

Which fields do you want to add?

fcasal

Other people is having the same problem https://bugs.otrs.org/show_bug.cgi?id=14540

fcasal

Hola.

Se me ocurre que configures el agente genérico para que envíe a la cola junk los tiques abiertos sin cliente.

¿eso lo has probado?

Un saludo.

fcasal

You can check the otrs admin book, there you have several options of how to config the email.

Kind regards.

fcasal

Have you checked the database configuration?
Is the db in the same machine of otrs?

fcasal

Hi,

Which otrs version are you using?

What about the logs? It shows any error when trying?

Which configuration do you have?

fcasal

I think it could be interesting to thin that database, perhaps changing that otrs saves attachments into filestore instead of database, and move all the attachments (you can do on the fly), and then try how is working.

fcasal

Which patch level of otrs 6 have installed?

fcasal

Working with values, they have the internal name and the name you can see when working with otrs. The last one change with the languaje you are working, so you have to use the internal.

fcasal

I prefer filesystem because when you perform an upgrade, like from otrs 5 to 6, the script that update the db takes a lot of time if db is large. Fortunately, otrs allows you to change between one system to another on the fly and very fast, at least when you change from database storage to filesyste...

fcasal

The first thing would be to upgrade to the last patch of the 4 version of otrs. And then, try again.

fcasal

Is there any information in the log?
Are you importing/exporting between the same otrs version?

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