Search found 44 matches
- 23 May 2017, 13:24
- Forum: General
- Topic: [Solved] ACL for empty value in properties
- Replies: 1
- Views: 1854
Re: ACL for empty value in properties
Hi all, in case anyone is wondering, I received a piece of advice (from lists.otrs.org) to try another approach: an initial ACL to forbid closing states on all tickets and a second ACL to allow closing states (via PossibleAdd) for those having a service. This works for existing tickets and for ticke...
- 17 May 2017, 11:48
- Forum: General
- Topic: [Solved] ACL for empty value in properties
- Replies: 1
- Views: 1854
[Solved] ACL for empty value in properties
Hi all, We want to forbid closing a ticket without service. We've been able to do it for stored tickets with an ACL but can't seem to manage in a new ticket form (e.g, in AgentTicketPhone). We thought we could do it with Service in the Properties section but can't match an undefined value. Our last ...
- 26 Jul 2016, 07:48
- Forum: Developers
- Topic: OTRS 5: register a new asynchronous task from an event module
- Replies: 1
- Views: 2252
Re: OTRS 5: register a new asynchronous task from an event module
So, I got an interesting answer in the otrs lists (http://lists.otrs.org): in OTRS 5 you can use the module Kernel::System::AsynchronousExecutor(https://otrs.github.io/doc/api/otrs/5.0 ... or.pm.html). I've seen the docs and doesn't seem difficult to use.
- 25 Jul 2016, 10:27
- Forum: Developers
- Topic: OTRS 5: register a new asynchronous task from an event module
- Replies: 1
- Views: 2252
OTRS 5: register a new asynchronous task from an event module
Hi all, I have an event module that takes too much time so the user response time is ridiculous. I was thinking of creating a new asynchronous task from the event and then run the actions on the background. I’ve been reading the OTRS 5.0 dev manual: it refers to the task handler and shows a test mod...
- 04 Apr 2016, 12:37
- Forum: General
- Topic: column filters in TickerOverviewSmall
- Replies: 0
- Views: 916
column filters in TickerOverviewSmall
Hi all, I am slightly confused by the behaviour of some column filters in the TickerOverviewSmall outputs. By default, all column filters throw an AJAX request to get the list of possible values of the column between those of the tickets listed. But then Owner and Customer filter aparently ignore th...
- 08 Apr 2013, 12:55
- Forum: Marketplace
- Topic: OTRS - Project Management plugin
- Replies: 5
- Views: 63582
Re: OTRS - Project Management plugin
Hi Sunny,
Do you plan installing OTRS ITSM or do you want this Project Management over vanillla OTRS?
Do you plan installing OTRS ITSM or do you want this Project Management over vanillla OTRS?
- 08 Apr 2013, 12:51
- Forum: General
- Topic: Nombre completo de agente
- Replies: 1
- Views: 1704
Re: Nombre completo de agente
Buenas,
si alguien se estaba preguntando cómo hacer esto, lo he resuelto modificando el objeto User para asignar como apellido la unión "1r_apellido 2º_apellido". No es la solución que más me gusta, pero suficiente para mí y sencilla de implementar.
Un saludo,
si alguien se estaba preguntando cómo hacer esto, lo he resuelto modificando el objeto User para asignar como apellido la unión "1r_apellido 2º_apellido". No es la solución que más me gusta, pero suficiente para mí y sencilla de implementar.
Un saludo,
- 05 Apr 2013, 13:15
- Forum: General
- Topic: Nombre completo de agente
- Replies: 1
- Views: 1704
Nombre completo de agente
Buenos días, me han pedido que adecúe el nombre de los agentes al sistema español (esto es, nombre y 2 apellidos). Hay un ldap que tiene toda la información y consigo recuperarla y almacenarla en otrs (nombre y primer apellido en users, segundo apellido en user_preferences). Mi problema es cómo most...
- 05 Apr 2013, 11:57
- Forum: General
- Topic: AYUDA! ACL - Dynamic Field
- Replies: 4
- Views: 3155
Re: AYUDA! ACL - Dynamic Field
yo cambiaría el script que muestras, donde está el evento para el cambio del select Cola, y lo dejaría de la siguiente manera: <script type="text/javascript">//<![CDATA[ $('#Dest').bind('change', function (Event) { Core.AJAX.FormUpdate($('#NewCustomerTicket'), 'AJAXUpdate', 'Dest', ['TypeI...
- 23 Jan 2013, 14:29
- Forum: Howtos
- Topic: Example of Google Chart usage
- Replies: 12
- Views: 11784
Re: Example of Google Chart usage
Hi, please ignore my post just now, i just realised you gave me the path and filename as var/httpd/htdocs/graphdata.html Where did you place the .pl file? I tried placing that file in the cgi bin and bin but both do not seem to generate any result... How do you execute the file? When i double click...
- 22 Jan 2013, 16:25
- Forum: Howtos
- Topic: Example of Google Chart usage
- Replies: 12
- Views: 11784
Re: Example of Google Chart usage
juan how did you limit it to just 2 agents? could you share the code you used to make it work? I think I just deleted some agents... after all, it was in my Test environment ;) To make it work, I just copied crythias' original code, with the following change in var/httpd/htdocs/graphdata.html: <!--...
- 15 Jan 2013, 17:38
- Forum: Ayuda
- Topic: cuerpo de notas distintos en impresion y en dashboard
- Replies: 5
- Views: 2585
Re: cuerpo de notas distintos en impresion y en dashboard
bueno... mi idea, corrígeme si me equivoco, sería recorrer TODOS los tickets, obtener TODOS sus artículos. si el artículo es HTML, convertirlo a txt y guardarlo en la BDD (o comprobar que la versión en BDD coincide con la conversión y actualizarlo sólo si son distintos)... my @Tickets = Todos_los_ti...
- 15 Jan 2013, 14:48
- Forum: Ayuda
- Topic: cuerpo de notas distintos en impresion y en dashboard
- Replies: 5
- Views: 2585
Re: cuerpo de notas distintos en impresion y en dashboard
en efecto, las diferencias se corresponden a que la primera imagen muestra el contenido del artículo en HTML mientras que la 2ª muestra el contenido en texto plano, que es el que almacena en la Base de Datos y es la que "Se puede cambiar". De hecho, estoy casi seguro de que ese texto "...
- 15 Jan 2013, 11:57
- Forum: Help
- Topic: Customize Postmaster Filter
- Replies: 5
- Views: 3884
Re: Customize Postmaster Filter
Hi Vu, I'm afraid that that's all my know-how without programming a custom postmail filter. If you want to try, you can see some working filter in $OTRS_HOME/Kernel/System/PostMaster/Filter/ Yes, [***] will store the result of the last matched () in the regexp... if you put several parentheses, I'm ...
- 15 Jan 2013, 09:55
- Forum: Help
- Topic: Customize Postmaster Filter
- Replies: 5
- Views: 3884
Re: Customize Postmaster Filter
Hi, I would do it the following: - First, I would have two queues: one for the tickets that correctly pass the test [e.g. _Raw_] and one for those that do not pass the test [e.g. _Junk_] - In mail account, I would set Dispatching by selected queue and queue: Junk - In Postmaster Filter, I would crea...
- 15 Jan 2013, 09:39
- Forum: Ayuda
- Topic: cuerpo de notas distintos en impresion y en dashboard
- Replies: 5
- Views: 2585
Re: cuerpo de notas distintos en impresion y en dashboard
buenas, me parece que la diferencia se debe a que imprime el texto plano pero muestra por pantalla el contenido html... ¿es posible que la diferencia sea el formato del texto, no el texto en sí? y en relación a dónde guarda el texto en html, lo hace como adjunto: el URL para obtener el html de un ar...
- 15 Jan 2013, 09:22
- Forum: ¿Cómo lo hago?
- Topic: Otrs + OCS Inventory
- Replies: 1
- Views: 3040
- 15 Jan 2013, 09:03
- Forum: General
- Topic: Donde puedo obtener documentacion de la DB de OTR?
- Replies: 1
- Views: 2272
Re: Donde puedo obtener documentacion de la DB de OTR?
Buenos días, en http://source.otrs.org tienes todos los fuentes de OTRS, incluyendo documentación técnica y proyectos antiguos. He encontrado un diagrama de la BDD en http://source.otrs.org/viewvc.cgi/otrs/doc/OTRSDatabaseDiagram.png?view=log . Ahí se te presentan todas las versiones. Si seleccionas...
- 14 Jan 2013, 13:17
- Forum: Howtos
- Topic: Example of Google Chart usage
- Replies: 12
- Views: 11784
Re: Example of Google Chart usage
I managed to make it work with the provided jquery in otrs (in ).
I had a Invalid JSON String when retrieving data from all my agents, but it worked when limited to just 2 agents. Maybe there is a max JSON length.
Anyway, it did work without any change.
Code: Select all
/otrs-web/js/thirdparty/jquery-1.6.4/jquery.js
I had a Invalid JSON String when retrieving data from all my agents, but it worked when limited to just 2 agents. Maybe there is a max JSON length.
Anyway, it did work without any change.
- 14 Jan 2013, 12:01
- Forum: General
- Topic: Passing username within URL
- Replies: 9
- Views: 4871
Re: Passing username within URL
I've seen this error when you use HTTP Basic Auth in OTRS but Apache received no user data... It happened to me when people tried to get to OTRS from a computer not in Domain.
Hope it helps
Hope it helps
- 11 Jan 2013, 08:58
- Forum: Developers
- Topic: Archive ticket using update sql statement
- Replies: 3
- Views: 1988
Re: Archive ticket using update sql statement
oh, yes, that happened to me too! I did a script that called the generic agent for a whole night. with that SQL statement, you would archive tickets created in 2012 but closed yesterday. If you don't allow reopening (follow up) of closed tickets, that's OK. set_archive_flag sets archive_flag = 1, up...
- 10 Jan 2013, 17:54
- Forum: Developers
- Topic: Add Dynamic Fields search in Fulltext ToolBarTicketSearch
- Replies: 2
- Views: 4419
Re: Add Dynamic Fields search in Fulltext ToolBarTicketSearc
I think I would try to use the already existing functionality of searching in DynamicFields: if ( $GetParam{Fulltext} ) { for (qw(From To Cc Subject Body)) { $GetParam{$_} = $GetParam{Fulltext}; } $GetParam{DynamicField_FieldNameX}->Like = $GetParam{Fulltext}; } FieldNameX being the name of the dyna...
- 10 Jan 2013, 17:43
- Forum: Developers
- Topic: Archive ticket using update sql statement
- Replies: 3
- Views: 1988
Re: Archive ticket using update sql statement
Are you sure you want to archive all tickets created in 2012? maybe some of them are still opened... We use a generic agent that archives all tickets after 3 months of being closed...
- 29 Oct 2012, 17:27
- Forum: Howtos
- Topic: Howto inform users about LDAP errors
- Replies: 0
- Views: 3151
Howto inform users about LDAP errors
Hi all, Our OTRS is connected to an Active Directory server for Customer and Agent Authentication. The following is valid only for Microsoft Active Directory, as I think the error codes are not standardized between LDAP servers. We wanted to show the user when the password is expired, for example, b...
- 28 Sep 2012, 14:20
- Forum: Developers
- Topic: Dashboard customisation
- Replies: 4
- Views: 2371
Re: Dashboard customisation
Ticket creation screen is different from Agent dashboard... what do you mean by "the grid"?
- 14 Sep 2012, 12:44
- Forum: Developers
- Topic: Dashboard customisation
- Replies: 4
- Views: 2371
Re: Dashboard customisation
I've done several dashboard customizations and I think I could help you, but I'm not sure I understand: do you want a Dashboard that shows Tickets from a defined Customer? how would you define this customer? hard-coded or using a filter? Can't you use a customized search instead?
- 28 Aug 2012, 08:52
- Forum: Developers
- Topic: How to fill a text field using AJAX
- Replies: 0
- Views: 1062
How to fill a text field using AJAX
Hi all, We are still using OTRS 3.0. I want to fill TicketFreeText5 (a text field) with the phone number of the building selected in TicketFreeText6 (a select with all our possible locations). In AgentTicketPhone.dtl, I’ve added (after dtl:block:TicketFreeText): <!--dtl:js_on_document_complete--> <s...
- 14 Aug 2012, 11:46
- Forum: Developers
- Topic: display free text value in ticket information area !
- Replies: 2
- Views: 1925
Re: display free text value in ticket information area !
Hi, I'm not sure I understand your problem: do you want to show dynamic field values of a ticket in Ticket Zoom? if so, you just have to add the names of the dynamic fields you want to show in Sysconfig -> Ticket::Frontend::AgentTicketZoom###DynamicField, like so: <!-- AgentTicketZoom --> <ConfigIte...
- 07 Aug 2012, 12:01
- Forum: Developers
- Topic: Add "next ticket" button in AgentTicketZoom
- Replies: 6
- Views: 5681
Re: Add "next ticket" button in AgentTicketZoom
wow! I think I got it... and I think quite effective... Bear in mind that I'm working with OTRS 3.0... some changes may be needed for OTRS 3.1. All these modification should be done in your Custom folder (for the pm files) or in your skin (for the dtl files). First, AgentTicketSearch transforms the ...
- 03 Aug 2012, 14:18
- Forum: Developers
- Topic: Add "next ticket" button in AgentTicketZoom
- Replies: 6
- Views: 5681
Add "next ticket" button in AgentTicketZoom
Hello, We are thinking of adding "next"|"back" buttons in AgentTicketZoom that would go to the next|previous ticket in the last search of the Agent, if the current ticket appears in that search. Has anyone tried something similar? Anyone has any suggestion as to how to proceed? K...
- 24 May 2012, 15:56
- Forum: General
- Topic: change OTRS Mail Account
- Replies: 3
- Views: 1915
Re: change OTRS Mail Account
In *general*, the major issue is training customers to use the new email address. Verify if your current PostMaster fetch is Dispatching by To: or by Queue. If by Queue, no problems. If by To:, check your System Email Addresses Management (do this anyway) to make sure the email address you choose i...
- 24 May 2012, 09:23
- Forum: General
- Topic: Problems with upgrade from 3.0.11 to 3.1.4
- Replies: 9
- Views: 3433
Re: Problems with upgrade from 3.0.11 to 3.1.4
Yes - that is what I did. So to fix it, I did a fresh install, then followed *exactly* the procedure on the net, not substituting any ideas I might have had. The upgrade ended up going very smoothly and I did our production machine yesterday with no issues. Angus Ok, thanks. Did you have any Custom...
- 24 May 2012, 08:46
- Forum: General
- Topic: change OTRS Mail Account
- Replies: 3
- Views: 1915
change OTRS Mail Account
Hi all, my Company wants to change the Mail Account that OTRS gets email from: now it’s something like systems_support@company.com and they want it like support@company.com. It would also change the outgoing email address. (I think) I know how to do the config, but I’d like to know what consequences...
- 24 May 2012, 08:39
- Forum: General
- Topic: incorrect email format
- Replies: 4
- Views: 2498
Re: incorrect email format
You will find it in your CustomerBackend section.dorothysons wrote:I can't find the line CustomerUserListFields => [ 'first_name', 'last_name email', 'email' ], in file config.pn
- 24 May 2012, 08:36
- Forum: General
- Topic: Problems with upgrade from 3.0.11 to 3.1.4
- Replies: 9
- Views: 3433
Re: Problems with upgrade from 3.0.11 to 3.1.4
OK I've figured it out - don't copy all of the files from under Kernel back to the new OTRS install after upgrading.... It's not good :( Fixed! Hi, We're in 3.0.11 and are planning the upgrade to 3.1.4 (or 3.1.5), so I'm documenting any possible problem. I'm not sure if I understood your problem an...
- 28 Mar 2012, 16:53
- Forum: Developers
- Topic: Add ObjectBackend to Import/Export Module
- Replies: 0
- Views: 768
Add ObjectBackend to Import/Export Module
Hi,
Is there any doc on how to write a new ObjectBackend to the Import/Export Module?
Is there any doc on how to write a new ObjectBackend to the Import/Export Module?
- 16 Feb 2012, 09:52
- Forum: Developers
- Topic: Pick up data from LDAP to dtl file (template)
- Replies: 4
- Views: 2564
Re: Pick up data from LDAP to dtl file (template)
Hi people, I had the similar problem, with Users and CustomerUsers: I needed to show some fields present in ldap I'll show my hack, it seems to me more elegant than the previous one. First of all, I put in my Config.pm the field I need (DNI is the spanish official ID): $Self->{'AuthSyncModule::LDAP:...
- 18 Jan 2012, 11:47
- Forum: Developers
- Topic: Convert a SQL script to SOPM DatabaseInstall
- Replies: 0
- Views: 996
Convert a SQL script to SOPM DatabaseInstall
Hi, I’m developing an OTRS Module which creates a database table and modifies some others (a custom statistics module, just adding some control information and data so I don’t have to redo every calculation). I’ve developed it in my DEVELOPMENT environment and I want to make a package to test instal...
- 01 Dec 2011, 14:20
- Forum: Howtos
- Topic: Enable Chat Widget on OTRS Dashboard
- Replies: 26
- Views: 142121
Re: ENABLE CHAT WIDGET ON OTRS DASHBOARD
Very interesting. To bad it did not work for me. Is someone out there who managed to get this working on a Linux OS? I have php running First I copied the files (as root) from the part one rar file to /var/www/phpfreechat/ Then I copied the files from the second rar to the same folder /var/www/phpf...
- 01 Dec 2011, 12:33
- Forum: General
- Topic: Sendmail Windows Server 2008 Not Working
- Replies: 9
- Views: 5280
Re: Sendmail Windows Server 2008 Not Working
No, don't touch the code Well, I commented the "Loop" modifications in Email.pm and still didn't work, mail was still being rejected. So I've undone the changes and I am completely lost. Any suggestion? Ok, We solved it! It was a notification master misconfiguration in sysadmin->Core.
- 30 Nov 2011, 17:49
- Forum: Howtos
- Topic: Enable Chat Widget on OTRS Dashboard
- Replies: 26
- Views: 142121
Re: ENABLE CHAT WIDGET ON OTRS DASHBOARD
Very interesting. To bad it did not work for me. Is someone out there who managed to get this working on a Linux OS? I have php running First I copied the files (as root) from the part one rar file to /var/www/phpfreechat/ Then I copied the files from the second rar to the same folder /var/www/phpf...
- 30 Nov 2011, 17:35
- Forum: General
- Topic: Sendmail Windows Server 2008 Not Working
- Replies: 9
- Views: 5280
Re: Sendmail Windows Server 2008 Not Working
Well, I commented the "Loop" modifications in Email.pm and still didn't work, mail was still being rejected. So I've undone the changes and I am completely lost.jojo wrote:No, don't touch the code
Any suggestion?
- 30 Nov 2011, 14:35
- Forum: General
- Topic: Sendmail Windows Server 2008 Not Working
- Replies: 9
- Views: 5280
Re: Sendmail Windows Server 2008 Not Working
technically this is valid. But you can set an envelope from via sysconfig Core::Sendmail thanks for the comment. When we first made sendmail go through exchange, all outgoing emails had an empty From field. I changed SendmailNotificationEnvelopeFrom to make it the same as the inbound account (syste...
- 30 Nov 2011, 14:20
- Forum: General
- Topic: Sendmail Windows Server 2008 Not Working
- Replies: 9
- Views: 5280
Re: Sendmail Windows Server 2008 Not Working
I have the same problem.
In my case, it seems that in some outgoing mails (agent notifications) the From field is empty, and Microsoft Exchange is rejecting them.
Why are the From field in these mails empty?
In my case, it seems that in some outgoing mails (agent notifications) the From field is empty, and Microsoft Exchange is rejecting them.
Why are the From field in these mails empty?