Search found 188 matches

by wheelshot
18 Feb 2016, 15:43
Forum: Help
Topic: (SOLVED) Default time lapse for pending date
Replies: 2
Views: 1067

(SOLVED) Default time lapse for pending date

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!
by wheelshot
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 ...
by wheelshot
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.
by wheelshot
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.
by wheelshot
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...
by wheelshot
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...
by wheelshot
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.
by wheelshot
05 Feb 2016, 16:45
Forum: General
Topic: issues with permissions [SOLVED]
Replies: 13
Views: 5141

Re: issues with permissions

wheelshot 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.
My bad, didnt read right. Its in the same queue :shock:
by wheelshot
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?
by wheelshot
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.
by wheelshot
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.
by wheelshot
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
by wheelshot
04 Feb 2016, 18:04
Forum: Help
Topic: Search filters management
Replies: 2
Views: 699

Re: Search filters management

Bump anyone?

Thanks
by wheelshot
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.
by wheelshot
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
by wheelshot
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...
by wheelshot
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.
by wheelshot
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?
by wheelshot
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...
by wheelshot
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!
by wheelshot
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.
by wheelshot
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: "...
by wheelshot
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...
by wheelshot
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 * * *...
by wheelshot
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.
by wheelshot
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.
by wheelshot
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
by wheelshot
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 ...
by wheelshot
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 ...
by wheelshot
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. ...
by wheelshot
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?
by wheelshot
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 :P )
by wheelshot
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.
by wheelshot
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.
by wheelshot
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
by wheelshot
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...
by wheelshot
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...
by wheelshot
16 Dec 2015, 16:15
Forum: General
Topic: Alert ticket not open
Replies: 8
Views: 1953

Re: Alert ticket not open

but also might make sure the queue is set for proper escalation first response.
Have you selected (and edited) a support time calendar for your queue also?

Also, have those people add that particular queue to "My queues" ?
by wheelshot
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...
by wheelshot
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...
by wheelshot
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
by wheelshot
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.
by wheelshot
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.
by wheelshot
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.
by wheelshot
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...
by wheelshot
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...
by wheelshot
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.
by wheelshot
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...
by wheelshot
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 ...