Search found 2210 matches
- 24 Jul 2017, 15:36
- Forum: General
- Topic: Sort Article Overview as per "No"
- Replies: 7
- Views: 7853
Re: Sort Article Overview as per "No"
DOES the subject of the ticket change? Be careful to differentiate between subject of the ticket and subject of an article.
- 24 Jul 2017, 14:50
- Forum: Help
- Topic: CI per page | more than 35
- Replies: 6
- Views: 4105
Re: CI per page | more than 35
After changing the .xml, navigate to the admin menu an click SysConfig (this is important, it re-reads the files).
Then you should see a new option in the webinterface.
Then you should see a new option in the webinterface.
- 24 Jul 2017, 13:28
- Forum: General
- Topic: Cannot Access Tickets
- Replies: 1
- Views: 4489
Re: Cannot Access Tickets
As this regards a KIX module, you might want to ask in the KIX fora.
- 24 Jul 2017, 10:20
- Forum: Developers
- Topic: How to get CI's WarrantyExpirationDate
- Replies: 3
- Views: 5012
Re: How to get CI's WarrantyExpirationDate
Hey there, did you try these API calls? my $VersionRef = $ConfigItemObject->VersionGet( VersionID => 123, XMLDataGet => 1, # (optional) default 1 (0|1) ); Taken from here: https://otrs.perl-services.de/docs/ITSMConfigurationManagement/master/kernel_system_itsmconfigitem_version.html Good luck naviga...
- 21 Jul 2017, 17:00
- Forum: Hilfe
- Topic: Einstellungen zurücksetzen / Webticket wird nicht mehr erstellt
- Replies: 13
- Views: 3801
Re: Einstellungen zurücksetzen / Webticket wird nicht mehr erstellt
Ich vermute schwer dass da javascript fehlt / umgestellt wurde. Such mal in der SysConfig und Ticket-> Customer::ModuleRegistration nach dem Eintrag zur Ticketerstellung und setz dort die Einstellungen zurück. Ganz krass und wirklich nicht zu empfehlen - aber wenn's schnell gehen muss - könntest du ...
- 20 Jul 2017, 14:46
- Forum: Hilfe
- Topic: Automatisch & regelmäßig Tickets erzeugen lassen
- Replies: 3
- Views: 2608
Re: Automatisch & regelmäßig Tickets erzeugen lassen
Huhu, das wurde im Forum schon gefragt. Laut diesem Thread war dann die Lösung ein WebService Request via CronJob: http://forums.otterhub.org/viewtopic.php?f=62&t=32108&p=130946&hilit=recurring#p130946 Alternativ könntest du auch einfach eine email "faken" und diese direkt (via...
- 19 Jul 2017, 17:14
- Forum: Help
- Topic: [SOLVED] Not able to query dynamic fields dropdown values
- Replies: 2
- Views: 1787
Re: Not able to query dynamic fields dropdown values
If you really do not want to use the API, try this query:
Obviously change the ID to the id of the field you are looking for. This returns some json *like* result, you are interested in "PossibleValues".
Code: Select all
select config from dynamic_field where id=41;
- 19 Jul 2017, 14:03
- Forum: Help
- Topic: Problems restoring backup to new installation
- Replies: 2
- Views: 3707
Re: Problems restoring backup to new installation
The reason for this is, the restore script first restores the configuration files (like Config.pm, which contains the DB-Access parameters). THEN it uses those to connect to the DB to restore the data.
- 17 Jul 2017, 10:34
- Forum: Help
- Topic: There are invalid users with locked tickets.
- Replies: 3
- Views: 2632
Re: There are invalid users with locked tickets.
Did you try a generic agent?
- 13 Jul 2017, 08:33
- Forum: Hilfe
- Topic: Templates von OTRS 4 in OTRS 5 umwandeln
- Replies: 1
- Views: 1039
Re: Templates von OTRS 4 in OTRS 5 umwandeln
Huhu,
das gibt es, aber ich hab keine Erfahrung damit gemacht.
Wenn du auf OTRS 5 bist, schau mal in ~otrs/bin/otrs.Console.pl List
Dort gibt es den Befehl:
das gibt es, aber ich hab keine Erfahrung damit gemacht.
Wenn du auf OTRS 5 bist, schau mal in ~otrs/bin/otrs.Console.pl List
Dort gibt es den Befehl:
Code: Select all
~otrs/bin/otrs.Console.pl Dev::Tools::Migrate::DTL2TT
- 11 Jul 2017, 12:00
- Forum: Developers
- Topic: Put close time as column in queue view
- Replies: 2
- Views: 3837
Re: Put close time as column in queue view
You first have to "allow" them in the SysConfig under Ticket → Frontend::Agent::Ticket::ViewQueue (last entry)
Then you can configure them per-agent with the small gear on the top right of the table.
Then you can configure them per-agent with the small gear on the top right of the table.
- 10 Jul 2017, 09:42
- Forum: Help
- Topic: [SOLVED] Import/Export Management problem
- Replies: 5
- Views: 2282
Re: Import/Export Management problem
That, by far, was not a stupid question
Glad it works now.
Glad it works now.
- 10 Jul 2017, 08:24
- Forum: Help
- Topic: [SOLVED] Import/Export Management problem
- Replies: 5
- Views: 2282
Re: Import/Export Management problem
Are you using chrome?
There's a bug where you can't click the button because OTRS handles the events wrongly.
Try using shortcuts (ALT + ?) or try to use TAB to highlight the button and press enter.
There's a bug where you can't click the button because OTRS handles the events wrongly.
Try using shortcuts (ALT + ?) or try to use TAB to highlight the button and press enter.
- 10 Jul 2017, 08:23
- Forum: Help
- Topic: Help with webservice (New Ticket for Customer)
- Replies: 5
- Views: 3592
Re: Help with webservice (New Ticket for Customer)
There's a couple of parameters. I'd guess these two should suffice: 1) In the article hash: SenderType => 'agent', # agent|system|customer 2) also in the article hash: ArticleType => 'email-external', # email-external|email-internal|phone|fax|...
- 07 Jul 2017, 17:20
- Forum: Allgemeines
- Topic: Erweiterung CMDB-Suche
- Replies: 6
- Views: 4037
Re: Erweiterung CMDB-Suche
Was ist denn dein Use-Case ? Ich hatte z.B. noch nie das Bedürfniss eine Volltextsuche nach einer IPAdresse über "Location", "Formate" u.ä. laufen zu lassen
- 07 Jul 2017, 17:08
- Forum: Allgemeines
- Topic: Telefonnummern als Link
- Replies: 3
- Views: 3595
Re: Telefonnummern als Link
Hoi nd0 :) Schau mal in die ~/Kernel/Config.pm Dort suchst du nach dem Eintrag $Self->{CustomerUser} = { ... Da drin ist dann ein Eintrag: Map => [ Langes Array ], DA drin suchst du die Zeile "UserPhone" und trägst in die vorletzte Spalte (die sollte nur zwei Anführungsstriche haben) ein: ...
- 07 Jul 2017, 16:45
- Forum: Help
- Topic: Help with webservice (New Ticket for Customer)
- Replies: 5
- Views: 3592
Re: Help with webservice (New Ticket for Customer)
Do you mean on creation or as an update?
Do these documentations help you?
http://doc.otrs.com/doc/api/otrs/5.0/Pe ... te.pm.html
and
http://doc.otrs.com/doc/api/otrs/5.0/Pe ... te.pm.html
Do these documentations help you?
http://doc.otrs.com/doc/api/otrs/5.0/Pe ... te.pm.html
and
http://doc.otrs.com/doc/api/otrs/5.0/Pe ... te.pm.html
- 07 Jul 2017, 12:06
- Forum: Hilfe
- Topic: [gelöst] Ticket Hook ändern
- Replies: 5
- Views: 3185
Re: Ticket Hook ändern
Du könntest den alten Hook evtl. als "ExternalTicketNumberRecognition" (Syslog) eintragen.
- 04 Jul 2017, 14:41
- Forum: Allgemeines
- Topic: [Gelöst] OTRS mit Apache für alle im LAN erreichbar machen?
- Replies: 10
- Views: 5223
Re: OTRS mit Apache für alle im LAN erreichbar machen?
Wenn du nicht auf die VM zugreifen kannst, wie konfigurierst du sie dann ?
Ist das eine lokale VM die auf deinem Rechner läuft? Dann könnte es am Bridge-Modus deines Players liegen.
Ist das eine lokale VM die auf deinem Rechner läuft? Dann könnte es am Bridge-Modus deines Players liegen.
- 04 Jul 2017, 09:01
- Forum: Help
- Topic: Can I execute a command in Generic Agent on the set fields?
- Replies: 8
- Views: 5064
Re: Can I execute a command in Generic Agent on the set fields?
Hey there
Please provide:
- The name of your package
- The path to your package
- The entry of the Generic Agent where you call this module
and as bonus, the apache/otrs log whilst you execute the GA.
Please provide:
- The name of your package
- The path to your package
- The entry of the Generic Agent where you call this module
and as bonus, the apache/otrs log whilst you execute the GA.
- 30 Jun 2017, 13:48
- Forum: Hilfe
- Topic: Ansicht nach Queues zeigt nicht alle Queues in denen Ticktes sind
- Replies: 4
- Views: 1914
Re: Ansicht nach Queues zeigt nicht alle Queues in denen Ticktes sind
Habt ihr SubQueues darunter? Die roten Queus sind so markiert weil man sie "ausklappen" kann.
EDIT: stimmt gar nicht, die rote Markierung scheint was mit der Eskalation zu tun zu haben. Trotzdem: seht ihr nach einem Klick auf die Queue noch weitere Sub-Queues ?
EDIT: stimmt gar nicht, die rote Markierung scheint was mit der Eskalation zu tun zu haben. Trotzdem: seht ihr nach einem Klick auf die Queue noch weitere Sub-Queues ?
- 28 Jun 2017, 09:11
- Forum: Hilfe
- Topic: API + Login Kundenportal
- Replies: 1
- Views: 1072
Re: API + Login Kundenportal
Es gibt keine API spezifisch für das Kundenportal. Es gibt eine generische Schnittstelle. Diese müsstest du zuerst in der Adminübersicht aktivieren und konfigurieren. Danach kannst du diese zwei Operationen nutzen: http://doc.otrs.com/doc/api/otrs/5.0/Perl/Kernel/GenericInterface/Operation/Ticket/Ti...
- 28 Jun 2017, 09:07
- Forum: General
- Topic: Dynamicfield Update
- Replies: 5
- Views: 5112
Re: Dynamicfield Update
My pleasure, glad it works
- 27 Jun 2017, 13:21
- Forum: General
- Topic: Executing bash script OTRS 5
- Replies: 7
- Views: 16071
Re: Executing bash script OTRS 5
Very welcome. In that script if you use "$1", the first parameter should hold the ticket id of the current processed ticket.
- 27 Jun 2017, 09:16
- Forum: General
- Topic: Dynamicfield Update
- Replies: 5
- Views: 5112
Re: Dynamicfield Update
Yes, you should provide the ID or the Name of the dynamic field, see here: http://doc.otrs.com/doc/api/otrs/5.0/Perl/Kernel/System/DynamicField.pm.html The value will be matched automatically to value_text (or whatever) depending on the provided config, see here: http://doc.otrs.com/doc/api/otrs/5.0...
- 26 Jun 2017, 17:22
- Forum: General
- Topic: Executing bash script OTRS 5
- Replies: 7
- Views: 16071
Re: Executing bash script OTRS 5
Hey there, that shouldn't be too hard. I just tested like so: 1) Create a file in /opt/otrs/otterhub_test.sh and write into it: #!/bin/bash touch /tmp/otterhub_test then make it executable. 2) Create a generic agent, filter on a hardcoded ticketnumber (just use one that exists, so that the GA actual...
- 23 Jun 2017, 14:46
- Forum: General
- Topic: Dynamicfield Update
- Replies: 5
- Views: 5112
Re: Dynamicfield Update
Please put code into Code tags. This is what I usually use in a loop: my $CurFieldConfig = $DynamicFieldObject->DynamicFieldGet( ID => $CurFieldID, Name => 'DynamicField', ); $Success = $DynamicFieldBackendObject->ValueSet( DynamicFieldConfig => $CurFieldConfig, ObjectID => $NewTicketID, Value => $N...
- 21 Jun 2017, 09:53
- Forum: Hilfe
- Topic: Kalander weiter als 15 Jahre zurück?
- Replies: 2
- Views: 1119
Re: Kalander weiter als 15 Jahre zurück?
Was meinst du "beim klicken" ? Den Wert für den Eintritt müsstest du ja an einem Dynamischen Feld festlegen. Wenn du über die Admin Oberfläche das dynamische Feld konfigurierst, kannst du einstellen wieviele Jahre in der Zukunft/Vergangenheit die Werte liegen dürfen.
- 20 Jun 2017, 09:01
- Forum: Developers
- Topic: Attachments Download button on articles doesnt work
- Replies: 2
- Views: 4204
Re: Attachments Download button on articles doesnt work
I don't know kix but this sounds like permissions that are set in the sysconfig. Try to find the frontend entry in the sysconfig and check the "group" entry what groups have permissions to use it.
- 19 Jun 2017, 16:09
- Forum: General
- Topic: Where do the Closed Tickets save in OTRS?
- Replies: 9
- Views: 4954
Re: Where do the Closed Tickets save in OTRS?
In what context? I would assume it's the index of the DB for faster lookup of ticket numbers/ids. You might wanna lookup b-trees for more information.
- 19 Jun 2017, 15:35
- Forum: General
- Topic: Where do the Closed Tickets save in OTRS?
- Replies: 9
- Views: 4954
Re: Where do the Closed Tickets save in OTRS?
Forever. They never vanish unless you delete or archive them.
That they "disappear" from the webfrontend is a simple filter that only lists open tickets so that the overviews won't get too cluttered.
That they "disappear" from the webfrontend is a simple filter that only lists open tickets so that the overviews won't get too cluttered.
- 14 Jun 2017, 14:02
- Forum: General
- Topic: Error: Can't use string ("2") as a HASH ref while "strict refs" in use at
- Replies: 2
- Views: 2903
Re: Error: Can't use string ("2") as a HASH ref while "strict refs" in use at
As this is a KIX module you'll probably have to ask in the KIX fora:
https://forum.kixdesk.com/
https://forum.kixdesk.com/
- 13 Jun 2017, 15:55
- Forum: General
- Topic: [SOLVED] Ticket search using date field works with before/after but not between
- Replies: 7
- Views: 3437
Re: [SOLVED] Ticket search using date field works with before/after but not between
Whoa, that's weird. Nice find though.
- 13 Jun 2017, 09:05
- Forum: Hilfe
- Topic: OTRS 5.0.19 Performance
- Replies: 2
- Views: 1014
Re: OTRS 5.0.19 Performance
Oi, das war aber auch ein glücklicher Treffer dann. Viel Erfolg weiterhin!
- 13 Jun 2017, 09:03
- Forum: General
- Topic: [SOLVED] Ticket search using date field works with before/after but not between
- Replies: 7
- Views: 3437
Re: Ticket search using date field works with before/after but not between
yes, I tried it with a dynamic field "date/time". But mine was for a ticket not an article.
Is yours setup as article-dynamic field ?
Is yours setup as article-dynamic field ?
- 12 Jun 2017, 16:34
- Forum: General
- Topic: [SOLVED] Ticket search using date field works with before/after but not between
- Replies: 7
- Views: 3437
Re: Ticket search using date field works with before/after but not between
Which search are you using ? The one from the main navigation Ticket->Search?
I just tried the very same and it works as expected for me.
Do you have any other filters that might interfere with your result ? Do you have read-permissions to the queue?
I just tried the very same and it works as expected for me.
Do you have any other filters that might interfere with your result ? Do you have read-permissions to the queue?
- 12 Jun 2017, 10:03
- Forum: Hilfe
- Topic: Kein Zugriff auf OTRS Websseite
- Replies: 5
- Views: 1919
Re: Kein Zugriff auf OTRS Websseite
Dann ist das dein erstes Problem
Zumindest der lokale root Zugriff sollte funktionieren... Such dir mal ein Tutorial im Internet um im "Safe-Modus" MySQL hochzufahren und Passwörter zurückzusetzen.
Zumindest der lokale root Zugriff sollte funktionieren... Such dir mal ein Tutorial im Internet um im "Safe-Modus" MySQL hochzufahren und Passwörter zurückzusetzen.
- 12 Jun 2017, 09:31
- Forum: Hilfe
- Topic: Kein Zugriff auf OTRS Websseite
- Replies: 5
- Views: 1919
Re: Kein Zugriff auf OTRS Websseite
Die vorletzte Zeile gibt dir den Hinweis das etwas mit dem Datenkbankzugriff von OTRS nicht stimmt.
Kannst du manuell / lokal auf die DB zugreifen?
Also ungefähr so (bitte deine konfigurierten Werte einfügen):
und dann das vergebene Passwort eingeben.
Kannst du manuell / lokal auf die DB zugreifen?
Also ungefähr so (bitte deine konfigurierten Werte einfügen):
Code: Select all
mysql -u OTRSUserName -D OTRSDB -p
- 12 Jun 2017, 09:17
- Forum: Hilfe
- Topic: Kein Zugriff auf OTRS Websseite
- Replies: 5
- Views: 1919
Re: Kein Zugriff auf OTRS Websseite
Zeig mal die Apache Logs (error + access) während eines Zugriffs, bitte.
Siehst du die Apache Startseite wenn du die URL ohne "/otrs/ aufrufst?
Siehst du die Apache Startseite wenn du die URL ohne "/otrs/ aufrufst?
- 09 Jun 2017, 10:53
- Forum: Allgemeines
- Topic: OTRS 5 Zeiteinheiten Anzeigen in der Suche/Queue View
- Replies: 2
- Views: 2641
Re: OTRS 5 Zeiteinheiten Anzeigen in der Suche/Queue View
Das Perl Modul liest den Wert nicht aus. Wenn du den mitanzeigen willst müsstest du auch das perl modul anpassen. Da sollte es aber auch den einen oder anderen Thread zu geben.
- 06 Jun 2017, 08:01
- Forum: Help
- Topic: Dynamic Fields connection with Config Items
- Replies: 2
- Views: 1705
Re: Dynamic Fields connection with Config Items
The cape-it has an addon for it. But I'd expect it to be inclduded in KIX.
- 02 Jun 2017, 14:09
- Forum: Help
- Topic: Process Management -> Dynamic Field as Ticket Title
- Replies: 2
- Views: 2274
Re: Process Management -> Dynamic Field as Ticket Title
I think from OTRS 5 onward you can use smarttags here. You could try:
or maybe
Code: Select all
<OTRS_TICKET_DynamicField_NameOfYourField>
Code: Select all
<OTRS_TICKET_DynamicField_NameOfYourField_Value>
- 02 Jun 2017, 09:17
- Forum: Help
- Topic: Process management -> IF NOT condition
- Replies: 6
- Views: 3271
Re: Process management -> IF NOT condition
In the transition you can select how you want to verfiy:
- String
- ValidationModule
- Regular Expression
It *should* suffice if you select "regular expression" and enter either of the strings provided to you.
- String
- ValidationModule
- Regular Expression
It *should* suffice if you select "regular expression" and enter either of the strings provided to you.
- 01 Jun 2017, 11:37
- Forum: Help
- Topic: Process management -> IF NOT condition
- Replies: 6
- Views: 3271
Re: Process management -> IF NOT condition
You could try to use a negative-lookahead regexp:
which matches if neither word1 and word2 is used.
Code: Select all
^((?!.*(word1|word2)).*)$
which matches if neither word1 and word2 is used.
Re: OTRS slow
Slow on creating ticket is most likely a DNS or MX-check issue. I think you can disable the MX checking in the syslog. Changing things in the SysLog is very slow - that's true. OTRS does rebuild its "running config" for each reloading page and additonally might clear the cache. I'm lacking...
- 30 May 2017, 11:07
- Forum: Hilfe
- Topic: Queueberechtigung Bearbeiter/Verantwortlicher
- Replies: 6
- Views: 2310
Re: Queueberechtigung Bearbeiter/Verantwortlicher
Das sollte gut über ACLs möglich sein.
- 30 May 2017, 10:15
- Forum: General
- Topic: Expanding Menu "Tickets"
- Replies: 3
- Views: 2252
Re: Expanding Menu "Tickets"
Are you making sure you are using different priorities for each entry? I haven't seen a hard limit yet, but maybe I looked at the wrong place
- 29 May 2017, 13:19
- Forum: General
- Topic: adding additional fields to a outbound email ticket
- Replies: 1
- Views: 1356
Re: adding additional fields to a outbound email ticket
There's an entry for dynamic fields in the sysconfig:
Ticket -> Frontend::Agent::Ticket::ViewEmailNew -> Ticket::Frontend::AgentTicketEmail###DynamicField
Ticket -> Frontend::Agent::Ticket::ViewEmailNew -> Ticket::Frontend::AgentTicketEmail###DynamicField
- 29 May 2017, 13:18
- Forum: General
- Topic: adding a new top menu item
- Replies: 1
- Views: 2121
Re: adding a new top menu item
Create a new file here: ~otrs/Kernel/Config/Files/ e.g. Tasks.xml and put into it: <otrs_config version="1.0" init="Framework"> <ConfigItem Name="Frontend::Module###Tasks" Required="0" Valid="1"> <Description Translatable="1">Frontend modul...
- 29 May 2017, 07:42
- Forum: Help
- Topic: [SOLVED] Process behaving different when transition is triggered by postmaster filter
- Replies: 4
- Views: 2450
Re: [SOLVED] Process behaving different when transition is triggered by postmaster filter
That's weird. I would have expcted that "activating" a changed process should take care of all caching...