Hey all,
Is it possible in config to change the default +24 hours from now time lapse for reminder pending date ? Tried to find some info in config but havent find any
Thanks for your help!
Search found 188 matches
- 18 Feb 2016, 15:43
- Forum: Help
- Topic: (SOLVED) Default time lapse for pending date
- Replies: 2
- Views: 1067
- 17 Feb 2016, 20:47
- Forum: Help
- Topic: (SOLVED) Reminder email to agent on pending date time
- Replies: 2
- Views: 1719
Re: Reminder email to agent on pending date time
Thanks a lot!
- 11 Feb 2016, 20:44
- Forum: Help
- Topic: (SOLVED) Reminder email to agent on pending date time
- Replies: 2
- Views: 1719
(SOLVED) Reminder email to agent on pending date time
Hi, I have the following history of a ticket as an example of my problem: SetPendingTime Mise à jour: 2016-02-11 08:00 - Agent2 10.02.2016 16:10:36 SendAgentNotification "PendingReminder"-notification envoyé à "agent1email". - Admin OTRS 11.02.2016 08:45:02 SendAgentNotification ...
- 10 Feb 2016, 23:51
- Forum: Help
- Topic: Show CustomerCompany column on search result
- Replies: 11
- Views: 3044
Re: Show CustomerCompany column on search result
Maybe try adding "DynamicField_" before your field name just making a wild guess.
- 08 Feb 2016, 23:46
- Forum: Help
- Topic: Show CustomerCompany column on search result
- Replies: 11
- Views: 3044
Re: Show CustomerCompany column on search result
Check in Ticket -> Frontend::Agent::Ticket::ViewSearch for the param Ticket::Frontend::AgentTicketSearch###DefaultColumns.
You should be able to show what you need.
You should be able to show what you need.
- 08 Feb 2016, 17:47
- Forum: Help
- Topic: Issues with Internet Explorer 11
- Replies: 9
- Views: 3075
Re: Issues with Internet Explorer 11
Are you having that problem with all computers using IE11 or just some of them? Also, on the same computer your having issues, working with Firefox fixes that? Are those computers use some special IE addons? Seems to me like its from client side and not from OTRS side but i may be wrong. Have you tr...
- 08 Feb 2016, 17:00
- Forum: Help
- Topic: Show All Queue in Dashboard
- Replies: 1
- Views: 882
Re: Show All Queue in Dashboard
Maybe I dont understand your question right, but there's always the option for you to go to your agent's preferences and select all queues or just go to your dashboard and click on "All tickets" instead of "My queues" or "My services". Of course, im using V4 of OTRS, bu...
- 08 Feb 2016, 16:52
- Forum: Help
- Topic: (SOLVED)Include agent job title in OTRS signature
- Replies: 4
- Views: 3123
Re: (SOLVED)Include agent job title in OTRS signature
Cool thanks for the info ! I'll be sure to check it out when i'll update it.
- 05 Feb 2016, 16:45
- Forum: General
- Topic: issues with permissions [SOLVED]
- Replies: 13
- Views: 5141
Re: issues with permissions
My bad, didnt read right. Its in the same queuewheelshot wrote:Have you checked group vs queue? If youre saying the behaviour is different from one queue to another this might be a possibility that it aint the same group related.
- 05 Feb 2016, 16:34
- Forum: Help
- Topic: Escalation strategies
- Replies: 3
- Views: 1162
Re: Escalation strategies
Well, I dont know if that would be an option, but you could create escalating level ticket states that your generic agents would change?
- 05 Feb 2016, 16:31
- Forum: Help
- Topic: (SOLVED)Include agent job title in OTRS signature
- Replies: 4
- Views: 3123
Re: Include agent job title in OTRS signature
Cool thanks! We'll apply the same mapping from LDAP on agents as we're doing it on customer.
- 05 Feb 2016, 16:28
- Forum: General
- Topic: issues with permissions [SOLVED]
- Replies: 13
- Views: 5141
Re: issues with permissions
Have you checked group vs queue? If youre saying the behaviour is different from one queue to another this might be a possibility that it aint the same group related.
- 04 Feb 2016, 19:00
- Forum: Help
- Topic: Forward to include external note?
- Replies: 0
- Views: 569
Forward to include external note?
Hi,
Is it possible so that when you forward an article/email to the customer the body would containt also articles that are external notes? I've checked a couple of configs and the suchs but wasnt able to put my finger on it.
Thanks
Is it possible so that when you forward an article/email to the customer the body would containt also articles that are external notes? I've checked a couple of configs and the suchs but wasnt able to put my finger on it.
Thanks
- 04 Feb 2016, 18:04
- Forum: Help
- Topic: Search filters management
- Replies: 2
- Views: 699
Re: Search filters management
Bump anyone?
Thanks
Thanks
- 04 Feb 2016, 17:58
- Forum: Help
- Topic: Escalation strategies
- Replies: 3
- Views: 1162
Re: Escalation strategies
I'd go with some Generic Agent to do that (Admin / Generic Agent). Im sure you'll be able to filter when, how and which tickets and events to want to trigger.
- 03 Feb 2016, 23:07
- Forum: Help
- Topic: Manage how often pending reminder notifications are sent
- Replies: 1
- Views: 1192
Manage how often pending reminder notifications are sent
Hey all,
Post title says it all Is there a way by configuration to manage how often pending reminder notifications are sent to agents?
Searched in the configs and docs with no success.
Thanks
Post title says it all Is there a way by configuration to manage how often pending reminder notifications are sent to agents?
Searched in the configs and docs with no success.
Thanks
- 03 Feb 2016, 22:49
- Forum: General
- Topic: Restrict a queue to a service
- Replies: 2
- Views: 1562
Re: Restrict a queue to a service
If you install KIX4OTRS module you also have a feature there allowing you to setup queue per service. Easier to setup on admin side but less intuitive for agents cause even though they select a queue, when they select the service, it'll be updated, etc. The ACL way is good but a lot of management to...
- 03 Feb 2016, 16:40
- Forum: General
- Topic: Email notification template [Solved]
- Replies: 7
- Views: 9373
Re: Email notification template [Solved]
Im a bit confused... Your post says that its solved so have you been able to find a solution to your needs or you asking something else? If you found a solution to your needs, it would be cool of you to share how you proceed.
- 03 Feb 2016, 16:36
- Forum: Help
- Topic: Issues with Internet Explorer 11
- Replies: 9
- Views: 3075
Re: Issues with Internet Explorer 11
Like I told you, we dont have access to your screenshot on the forum. Also, are you using other addons in your OTRS?
You see anything in the syslogs of OTRS?
You see anything in the syslogs of OTRS?
- 02 Feb 2016, 22:45
- Forum: Help
- Topic: (SOLVED)Include agent job title in OTRS signature
- Replies: 4
- Views: 3123
(SOLVED)Include agent job title in OTRS signature
Hey all, We're using OTRS with LDAP and I'd like to be able to create a signature that includes the agent job's title from LDAP using an OTRS tag. I'm able to get it for the customer but not for the agent. Something like : <OTRS_CURRENT_UserFirstName> <OTRS_CURRENT_UserLastName> <OTRS_CURRENT_UserTi...
- 02 Feb 2016, 15:23
- Forum: Help
- Topic: (SOLVED) Firefox update 44 vs OTRS = bug AJAX
- Replies: 4
- Views: 1588
Re: Firefox update 44 vs OTRS = bug AJAX
Yeah we just found out what the problem was. Its an update of our NLB hardware that caused some crypting protocol to be reactivated that caused that problem with OTRS (and Confluence).
Sorry and thanks for the help!
Sorry and thanks for the help!
- 29 Jan 2016, 15:41
- Forum: Help
- Topic: (SOLVED) Firefox update 44 vs OTRS = bug AJAX
- Replies: 4
- Views: 1588
Re: Firefox update 44 vs OTRS = bug AJAX
Yeah sorry it was outdated. Updated it.
- 28 Jan 2016, 23:30
- Forum: Help
- Topic: (SOLVED) Firefox update 44 vs OTRS = bug AJAX
- Replies: 4
- Views: 1588
(SOLVED) Firefox update 44 vs OTRS = bug AJAX
Hey all, Just wondering if anyone else are having issue since this morning with OTRS for those using Firefox (V44)? We're receiving AJAX error from the browser. People can work around that but its kinda irritating and occuring around each 14-15 mins. Anyone else got that bug? Here's the error: "...
- 27 Jan 2016, 23:33
- Forum: Help
- Topic: Agents to only see "Responsible" tickets
- Replies: 5
- Views: 2315
Re: Agents to only see "Responsible" tickets
By Agent Preferences do you mean you want to see what Queue's he's in? Well I meant, if you click on the "gear like" icon top right of screen of that sales person. Having a screenshot of that would help me help you with the appropriate settings for that group. In my opinion, problem's the...
- 27 Jan 2016, 15:12
- Forum: Help
- Topic: Understanding escalating
- Replies: 5
- Views: 2752
Re: Understanding escalating
Here's what running actually, you know if there something missing? 2. delete expired cache weekly (Sunday mornings) 20 0 * * 0 $HOME/bin/otrs.DeleteCache.pl --expired >> /dev/null 30 0 * * 0 $HOME/bin/otrs.LoaderCache.pl -o delete >> /dev/null 1. fetch every 5 minutes emails via fetchmail #*/5 * * *...
- 26 Jan 2016, 15:32
- Forum: Help
- Topic: OTRS 5 - Show Customer Company Name in Dashboard
- Replies: 4
- Views: 2254
Re: OTRS 5 - Show Customer Company Name in Dashboard
Which solution you picked from the URL you sent? Cause if you tried the solution that required only to add the field in the SysConfig, you should be ok with the new version. If you modified the dtl, you shouldnt redo that and just add the field like the voted solution from your post suggested.
- 26 Jan 2016, 15:27
- Forum: Help
- Topic: Agents to only see "Responsible" tickets
- Replies: 5
- Views: 2315
Re: Agents to only see "Responsible" tickets
Can you show us what are your agent preferences? Also, theres another box in your dashboard for pending states tickets so can you tell us whats the stats of all tickets in the 8 that are suppose to show.
I dont think its a problem with rights but more about the designed view of the agent.
I dont think its a problem with rights but more about the designed view of the agent.
- 25 Jan 2016, 18:54
- Forum: Help
- Topic: Architecture plan
- Replies: 4
- Views: 1961
Re: Architecture plan
Exactly what I was about to reply when I saw your comment
Glad you made it work! Enjoy
Glad you made it work! Enjoy
- 22 Jan 2016, 15:02
- Forum: Help
- Topic: Understanding escalating
- Replies: 5
- Views: 2752
Understanding escalating
Hey all, Recently we've setup the escalation on one queue (first level of support) and I think I did something wrong cause the escalation process aint working as I expected. Here's what I did: - Updated Calendar1 in the sysconfig with our work hours - In my queue, put 60 for the first reponse timer ...
- 22 Jan 2016, 00:15
- Forum: Help
- Topic: Architecture plan
- Replies: 4
- Views: 1961
Re: Architecture plan
Here's how I'd do it, but im not an expert (even if my title says so haha) Onsite teams should see only the customer's ticket in their countries. Each countries got a seperate queue and handle the access with roles/groupes per agent. Its gonna handle itself quite well. For your 2th level of support ...
- 20 Jan 2016, 21:50
- Forum: Help
- Topic: Search filters management
- Replies: 2
- Views: 699
Search filters management
Hi, Is there a place to manage agents search filters and categories using the UI? Someone messed up their filters and did some crap there and I'd like to be able to clean that out. Found that this info is stocked in the search_profile SQL table but I wouldnt want to manage it using the DB directly. ...
- 20 Jan 2016, 15:32
- Forum: Help
- Topic: Issues with Internet Explorer 11
- Replies: 9
- Views: 3075
Re: Issues with Internet Explorer 11
Hi, we dont have access to your screenshot
Are you using a specific language different than English in your agent's preference? Are you using other addons with OTRS?
Are you using a specific language different than English in your agent's preference? Are you using other addons with OTRS?
- 08 Jan 2016, 15:58
- Forum: Help
- Topic: CMDB search filter
- Replies: 0
- Views: 943
CMDB search filter
Hi all,
I was wondering if there was a way with the search filters in the CMDB to do an "OR" like that: Name like "ssf*" or "car*" ?
Thanks for the help and have a happy year 2016! (Im late I know )
I was wondering if there was a way with the search filters in the CMDB to do an "OR" like that: Name like "ssf*" or "car*" ?
Thanks for the help and have a happy year 2016! (Im late I know )
- 17 Dec 2015, 22:00
- Forum: Help
- Topic: Frontend::Customer::Ticket::ViewZoom
- Replies: 2
- Views: 1261
Re: Frontend::Customer::Ticket::ViewZoom
Well you can add the field "Created" for the ticket created time it'll work as for the Closed time, im not sure about it though.
- 17 Dec 2015, 18:03
- Forum: Help
- Topic: Import / Export weird problem
- Replies: 4
- Views: 1162
Re: Import / Export weird problem
Hi,
I just tried it using shell command with the same result All skipped without any reasons mentionned.
I just tried it using shell command with the same result All skipped without any reasons mentionned.
- 16 Dec 2015, 17:21
- Forum: Help
- Topic: Add dynamic field to AgentITSMChangeZoom
- Replies: 2
- Views: 849
Re: Add dynamic field to AgentITSMChangeZoom
Hi,
Still not showing. Just to be sure, I've put some fake data in the field just to be sure its showing but its not either.
Thanks
Still not showing. Just to be sure, I've put some fake data in the field just to be sure its showing but its not either.
Thanks
- 16 Dec 2015, 17:01
- Forum: Help
- Topic: Add dynamic field to AgentITSMChangeZoom
- Replies: 2
- Views: 849
Add dynamic field to AgentITSMChangeZoom
Hi guys, Im trying to add a dynamic field in the AgentITSMChangeZoom UI and what was working all well in the other UIs from OTRS, arent working on this one. I've added a dynamic field and added it in the sysconfig under ITSM Change Management -> Frontend::Agent::ViewChangeZoom in ITSMChange::Fronten...
- 16 Dec 2015, 16:25
- Forum: Help
- Topic: Import / Export weird problem
- Replies: 4
- Views: 1162
Re: Import / Export weird problem
Hi, I added the 2 fields you mentionned in my import/export and I still have the same problem :( It skips all the entries as there was no change but there is. Here's now what one line looks like with the actual fields being Name, Location, deploy state and inc state: "0000000008";"922...
- 16 Dec 2015, 16:15
- Forum: General
- Topic: Alert ticket not open
- Replies: 8
- Views: 1953
Re: Alert ticket not open
Have you selected (and edited) a support time calendar for your queue also?but also might make sure the queue is set for proper escalation first response.
Also, have those people add that particular queue to "My queues" ?
- 15 Dec 2015, 23:28
- Forum: Help
- Topic: Import / Export weird problem
- Replies: 4
- Views: 1162
Import / Export weird problem
Hi guys, We're using OTRS 4.0.11 and we're having a weird issue with the import/export feature for ConfigItems. I created a import/export task to export my computers with their location in a csv file. So basically 2 fields, id + location :) Long story short, I updated that csv with some modification...
- 15 Dec 2015, 22:00
- Forum: General
- Topic: Alert ticket not open
- Replies: 8
- Views: 1953
Re: Alert ticket not open
Hi, Generic Agent = go in admin tab and check for Generic agent. Those are like Cron job (if youre familiar to it) so scheduled task or specific triggers to do special updates/actions on your tickets. Escalation - first response time is surely the one you wanna update for your needs. Its the delay y...
- 15 Dec 2015, 18:40
- Forum: General
- Topic: Alert ticket not open
- Replies: 8
- Views: 1953
Re: Alert ticket not open
Hi,
You should look over the escalation process in the queue parameters in the admin panel instead of working with home made notifications and else.
NB. Be sure to setup a calendar so that the escalation process works.
Hope that helps
You should look over the escalation process in the queue parameters in the admin panel instead of working with home made notifications and else.
NB. Be sure to setup a calendar so that the escalation process works.
Hope that helps
- 11 Dec 2015, 18:31
- Forum: General
- Topic: tracking ticket
- Replies: 2
- Views: 894
Re: tracking ticket
Hi,
You should see all communications between the agents and the customer in the list of articles in your ticket. Be sure to check out for external-email type thought cause note-external doesnt mean that customer receives an email. It means that the note is accessible on the web UI by the customer.
You should see all communications between the agents and the customer in the list of articles in your ticket. Be sure to check out for external-email type thought cause note-external doesnt mean that customer receives an email. It means that the note is accessible on the web UI by the customer.
- 10 Dec 2015, 22:57
- Forum: Help
- Topic: Closing a ticket with the close button
- Replies: 4
- Views: 2145
Re: Closing a ticket with the close button
True that my bad.
- 10 Dec 2015, 22:33
- Forum: Help
- Topic: Closing a ticket with the close button
- Replies: 4
- Views: 2145
Re: Closing a ticket with the close button
Rodger 10-4 general!
Just wanted to shortcut the number of actions required for an agent to notify the customer as well as closing the tickets.
Just wanted to shortcut the number of actions required for an agent to notify the customer as well as closing the tickets.
- 10 Dec 2015, 22:08
- Forum: Help
- Topic: Closing a ticket with the close button
- Replies: 4
- Views: 2145
Closing a ticket with the close button
Hi guys, With the Ticket -> Frontend::Agent::Ticket::ViewClose config Ticket::Frontend::AgentTicketClose###ArticleTypes I added the article type "email-external" with value 1 thinking it would send an email to the customer when closing but its not :( Any workaround you guys got? So far, im...
- 10 Dec 2015, 15:22
- Forum: Help
- Topic: OTRS security feature vs links to java apps
- Replies: 0
- Views: 1198
OTRS security feature vs links to java apps
Hi, One of our team is working with JIRA ( https://www.atlassian.com/software/jira ) for bug tracking but uses our OTRS to communicate with our customers. JIRA and OTRS are talking to each other using an exchange mailbox and thats working fine. One thing though is the hyperlinks to a bug in Jira con...
- 09 Dec 2015, 23:56
- Forum: General
- Topic: Email notification template [Solved]
- Replies: 7
- Views: 9373
Re: Email notification template
Hi,
Have you tried using the "Source" button in the rich text editor? In V. 4.0.11 its working.
Have you tried using the "Source" button in the rich text editor? In V. 4.0.11 its working.
- 09 Dec 2015, 20:21
- Forum: Help
- Topic: Understanding the dashboard module Upcoming events
- Replies: 0
- Views: 857
Understanding the dashboard module Upcoming events
Hi, We're in a setup where our agents are configuring their favourite queues and services and they'd like to see in their dashboards what concerns them. Their's an interresting module called "Upcoming events" that shows tickets with events that are near end date (like pending date, etc.) b...
- 01 Dec 2015, 22:06
- Forum: Help
- Topic: Forward template with specific email address
- Replies: 1
- Views: 680
Re: Forward template with specific email address
Ive come up with some solution, but I think its kinda *overkill* form something that simple. I'll create a new queue with a genericagent job that will parse those job and simply forward them to the 3rd party specific email address. So I'm able to work with that but if only we could just put in some ...