Znuny Open Source Ticketsystem

majo053

Ah, now I think I understood.

As soon as you select "closed", the next ACL will activate and enable the re-open state.

To fix this, edit "Property" (which means as much as "current setting") to "PropertyDatabase" (which means as much as "currently saved in the database").

This should solve your ...

majo053

Since your first ACL is working and the second is not, did you try setting the "PropertyDatabase" to "Property" ? As this is the major difference I can see.

Hello RStraub,

thank you for you response! All ACL is working and I have in every ACL StopAfterMatch. Problem is that customers are able to ...

majo053

Hi,

we have problem with customer ACL in CustomerTicketZoom. When ticket is in the open state (already), we have in drop down menu two state "'closed','cancelled'" (regarding ACL 1112-CustomerACL ). This is OK. But if we choose the "cancelled" state, then it is possible to select other states ...

majo053

jojo wrote:you can not use drag and drop or copy and paste in the FAQ to add pictures

Thanks jojo.

majo053

Hello,

when I add some pictures in FAQ filed (for example 3 or more), then all pictures is not show. Why? Is there any restriction in field "solution"?

Thanks

M

majo053

majo053 wrote:Hi,

please, how can I make AccountedTime field mandatory on AgentITSMWorkOrderReport in Change Management?

Nobody?

majo053

Hi OTRS guys!

We need more than 9 calendar templates. Can you please explain how to add more calendars?

Thanks.

M

majo053

majo053 wrote:
crythias wrote:The point is: the links don't work.
All links in specific article work...Is this a bug?

Resolved in 4.0.6 2015-02-24:

2015-01-20 Message about opening external links from articles is now removable.

majo053

Hi,

please, how can I make AccountedTime field mandatory on AgentITSMWorkOrderReport in Change Management?

majo053

crythias wrote:The point is: the links don't work.

All links in specific article work...Is this a bug?

majo053

Hi,

please how can I disable tooltip in agent ticket zoom?

This:
"To open links in the following article, you might need to press Ctrl or Cmd or Shift key while clicking the link (depending on your browser and OS)."

majo053

Did you already check the sysconfig option "ITSMChange::AddChangeLinkTicketTypes"?
"Types of tickets, where in the ticket zoom view a link to add a change will be displayed."

This means that only if the ticket type is "RfC" the menu link to add a change will be shown. You could change this or add ...

majo053

Hello,

I want to use the modules " ITSMChangeAddFromTemplate " and " ITSMChangeAdd ". When I enabled this modules in SyConfig, I still can't see in ticket agent overview. What I doing wrong?

Modules :
Ticket::Frontend::MenuModule###317-ITSMChangeAdd
Ticket::Frontend::MenuModule###318 ...

majo053

crythias wrote:You have a custom state of closed of type open.

Hi crythias!

Thank you for you answer. Can I somehow define Filter=Closed and Filter=Open in customer and agent interface with my customer open and close state types?

majo053

Hi, I have problem with Open and Closed ticket in agent/customer interface. Why I see in Open tickets, tickets with state "closed"?

Can you please explain?

Please see attached pictures.

majo053

Hi All

Can you please explain how should I stop the solution time in OTRS 4?

If we are waitng the customer feedback we need to stop the clock until they provide a feedback (in ticket state pending auto and pending reminder).

If the feature already there please let me know. Becuase we need to send ...

majo053

reneeb, thanks for the reply! Hmm...I overlooked it...

I have another question. Why I can see only statistic till 2014?

majo053

Hi,

I'm not able to export statistics for this year 2013. Please, why? How can I fix this issue?

The selected end time is later than the allowed end time!

majo053

Hi, sometimes I receive this error:

Use of uninitialized value $LastSender in string eq at /opt/otrs/Kernel/System/Ticket/Event/TimeUpdate.pm line 123.

I use updatelastcustomercontact.pl module. What is the problem, please?

majo053 · Re: Images are not displayed in emails There is now way to do this in 3.0.11?

There is now way to do this in 3.0.11?

majo053

I have a program Greenshot, that makes screenshots (not upload attachment, but CTRL+C). Sending screenshots in OTRS 3.1.1 works fine, but in 3.0.11 not

Where is problem? This feature is very usefull.

majo053

Hello, after I send email with picture, a see this:

Where is the problem, please?

majo053

I have created bug report:

http://bugs.otrs.org/show_bug.cgi?id=8264

majo053

Hello,

why is the GenericAgent limited "add note"? I cannot save more than 204 characters!

Many thanks,

Majo

majo053

Hello,

in my opinion it's good idea. micshi can you modify TicketOverviewSmall.pm, please?

Many thanks

majo053

There is no way to do this?

majo053

Hi all! I need to autocomplete agents emails (not only customers emails) in AgentTicketEmail and AgentTicketPhone in from, cc, bcc field. Is there any way to do please?

Thanks

majo053

Hi, please why doesn't work middle mouse? I would like in dashboard click by middle mouse button and tickets would open in tabs. Many thanks!

majo053

Migration from 3.0.11 to 3.1 is fully compatible (I use MySQL database)? It will be without any problems?

majo053

Hi, is possible to implement this feature (in 3.1.x) in AgentTicketEmail, AgentTicketPhone to OTRS 3.0.11? I mean fields from,cc,bcc.

Thanks

majo053

Ok, http://bugs.otrs.org/show_bug.cgi?id=8207

majo053

Thanks micshi. Please where i find this bug report?

majo053

Of course!

From left: incident, neurčený, žiadosť o službu, žiadosť o zmenu

majo053

Yes I know this. My problem is GD graphs. Where is problem?

majo053

Many thanks!

majo053

Hi all, why in statistics is not an option chosen owner of ticket? I can't see this option!

How to add this option to pm file?
Thanks.

majo053

/opt/otrs/Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl:

Code: Select all

<li><span class="Key"><b>$Text{"Created"}</b>:</span> <span title="$QData{"Created"}">$QData{"Created"}</span></li>

majo053

Can you please someone help me?

majo053

Hi, please why doesnt work for me? I have OTRS 3.0.11.

----------------------------------------------------------------------------------------------------
::Sort Agent Ticket Queue View By Last Updated Time ...

majo053

$Self->{TicketAcl}->{'ACL-aaa'} = {
Properties => {
CustomerUser => {
Group_rw => [ '[RegExp]^Company group', ],
},
},
Possible => {
Ticket => {
Priority => ['Incident D'],
},
},
};

majo053

This is for Agent ticket:

$Self->{TicketAcl}->{'ACL-ABCD'} =
{
Properties => {
Queue => { Name => ['[RegExp]^QUEUE_NAME'] },
},
Possible => {
Ticket => {
Priority => ['Incident A', 'Incident B' , 'Incident C', 'Incident D'],
},
},
};

How to do it for the customer please?

majo053

Do you mean this?

[root@otrs otrs]# find . -iname "*.ttf"
./var/fonts/DejaVuSans.ttf
./var/fonts/DejaVuSansMono-Oblique.ttf
./var/fonts/DejaVuSans-Bold.ttf
./var/fonts/DejaVuSans-BoldOblique.ttf
./var/fonts/DejaVuSans-Oblique.ttf
./var/fonts/DejaVuSansMono-BoldOblique.ttf
./var/fonts ...

majo053

Hi all! I have wrong encoding in graphs and CSV. I use UTF-8 encoding in Config.pm. PDF output is OK. Can you please advise the problem? Thanks.

mysql> status;
--------------
Server characterset: utf8
Db characterset: utf8
Client characterset: utf8
Conn. characterset: utf8

mysql> SHOW VARIABLES ...

majo053

How do ACL so that for a particular queue are displayed only states "Incident A" and "Incident B"? Let other projects are displayed all states.

I have states: Incident A, Incident B, Incident C, Incident D

majo053

Please how? Many thanks

majo053

Anybody knows?

majo053

Hi all, I find ACL which define posible priority:

[b] # ticket acl
$Self->{TicketAcl}->{'ACL-Name-2'} = {
# match properties
Properties => {
# current ticket match properties
Ticket => {
Queue => ['Raw'],
}
},
# return possible options (white list)
Possible => {
# possible ticket ...

majo053

If I used dev database, then it is ok! What si wrong?

majo053

Hmm...doesn't work

Can you help me please?

majo053

Revert which file?

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