Znuny and ((OTRS)) Community Edition

massimobianchi

I Know.... but I'm looking at better ways, if possible.

Thanks anyway.

massimobianchi

Hi, ultimate goal is to send a custom notification to a specific external worker group, who is on-call. With the filter on creation time, I though to put the incoming ticket in a specific queue, because on that queue I created a custom notification towards off-hour workers. I could use the generic a...

massimobianchi

Hello, is it possibile to use different set of rules, based on ticket arrive time ? Currently the Generic Agent only supports the check of last X minutes/days, and not an interval of recurring slots. Back to real case: I need to handle in a special way every ticket created between 18pm and 8am, on s...

massimobianchi

Well. It works.

massimobianchi

TO whom it might interest, I think I found an Hack. Ispiration from file itself, just reasoned about CustomerNotification and AgentNotification. Please keep in mind that my last line of program or shell scripting had been on hpux 10.30, some 10 years ago.... Modify EventNotification.pm ORIGINAL # se...

massimobianchi

Hello, we have the following scenario. For some queues, i send a notification to customer and agent. The customer notification obeys to "SenderAddress" bound to the queue, while agent notification is always from "OTRS Notification Master". What I want to accomplish is to have Sen...

massimobianchi

Confirmed, it's a bug: http://bugs.otrs.org/show_bug.cgi?id=9336

massimobianchi

Some more details... I tried link a ticket after setting up the proper permission, but I am Always getting a "Insufficient Right" message. Looking at the syslog, here is the message: Tue Apr 16 06:26:08 2013 notice OTRS-CGI-10 Permission denied (UserID: 43 'ro' on TicketID: 1366086289.5391...

massimobianchi

Hi, I'm running helpdesk 3.1.14 with ITSM 3.1.8. What is wish to accomplish is to create a logic partition of OTRS for use of a subset of agent to handle the tickets of a dedicated customer. I have already setup groups, roles, queues, agents permission, they are working fines. I have acreate a class...

massimobianchi

HI, one of my customer would like to have the ticket replicated from one OTRS used by their service provider to their own internal OTRS. Has anyone experienced similar issues ? I know that replicating the database is useless - so I was thinking of a webservice.... but I'm a little struck with the id...

massimobianchi

Hi all, I am running helpdesk 3.1.13 / itsm 3.1.6 on Linux / centos. I setup a series of dynamic field with key:values pairs like 1:buildingA 2:buildingB 100:buildingAZZ I have to insert those values into event generated messages. In otrs 3.2.x i know that's possible using dynamicfiled_name_value, b...

massimobianchi

some additions:

re-creating scratch database for reloading: "CREATE DATABASE `otrs` DEFAULT CHARACTER SET utf8"
avoiding download of POP3 configured account: "truncate table otrs.mail_account;"

massimobianchi

Hi Crythias, Semi Solved. Rereading your response and the code, I tried many combinations. Eventually this worked: For every field of type CHECKBOX, DATE, DATE/TIME you HAVE to put the whole block  <div class="Row Row_DynamicField_$QData{"Name"...

massimobianchi

Hi,
this is my custom .dtl

With the exception of TicketFreeText13, all others are custom field.
For TicketFreeText13 I used a value obtained from a succesfull update history.
If that matters, FWSHOP is a dropdown list

Many Thanks,
Massimo

massimobianchi

HI, I atatched the rendered page, using standard DTL I used Opera built-in DOM inspector. From this page i took the dynfield name, in the format DynamicField_NAME And tried to force the values. I also tried to update the field with standard DLT and look at history to see which fields are updated. I ...

massimobianchi

Hi, the scenario is as follows. I have enabled a lot of dynamics field in freetext. I have created some custome thems for agents, to see only a subset of the dynamic field. I know, and I have already implemented "OTRS FORMS", but they are not usefull in this scenario because I would have t...

massimobianchi

Hi,
they are enabled.

If I use the standard generalistic DTL they are all present.

massimobianchi

Hi, it turned out that i mis-interpreted the function of the "static" dynamic field, they are intended for the sole purpose of layout customization, you cannot use them to hard-code witch field to show. (yes, i know OTRS FORMS and I have them, but they are not applicable in this case). Fol...

massimobianchi

I truly think that it's a bug, so I already filed it into bugzilla.

http://bugs.otrs.org/show_bug.cgi?id=8909

But I will be very interested in being in error

Kind gregards,
Massimo

massimobianchi

Hi all, I am customizing the visibility of dynamic field in AgentTicketActionCommon.dtl in a custom theme. Dynamic field FWSHOP is enabled and perfectly modifiable in standard theme. I have created a custom AgentTicketActionCommon.dl because i want to show ONLY dynfield FWSHOP in this theme. So I co...

massimobianchi

FIXED.

to anyone interested:
The value for "Dest" should be in the format "#||description"
with
- # the id taken fromhte ID in the otrs queue table
- || as separator
- descriontaken from the description in the otrs queue table

massimobianchi

Hi Crythias, thanks for the input, but i prefer to keep it as simple as possible, and messing up with ACL is not my preferred way. The scenario you depicted is exactly mine: I have a smal but esigent number of customer with dedicated theme. For those theme i want to hard-wire the queue, since they s...

massimobianchi

Hi,
I also tried to insert the name of the que, instead of the ID, but with no luck.

massimobianchi

Hi all, I do not know if It's a bug or a misconfiguration, so I am asking it here.. GOAL: fix the queue in the customer portal, differently for each template. Steps already taken: 1) create a couple of different theme 2) enable them via sysconfig 3) test them as freshly copied - they are working 4) ...

massimobianchi

to whom it might interest, there are some more lines to edit: proper working example with a "static" Dynamic field is as follows, with "Padiglione" my own dynamic field:  <td> <div title="$QData{"Title"}"> <!-- dt...

massimobianchi

ok, thanks for the input. let's assume that I will create as many theme as necessary, showing in each only the desidered dynamic fields. In the standard dtl, all dynamic fields are enabled. In each custom dtl, i will comment out the standard dynamic field list, and enable just the custom one, that i...

massimobianchi

Hi all, I have searched the forum but no luck till now. I want to make a custom theme, where I change some of the fields presented in AgentTicketOverviewSmall.dtl. I already succeded in substituing queue with service, and now I need to add a dynamic field. Because I want this dynamic field to be sho...

massimobianchi

To whom it may interest. It's true that you cannot forward a system article. So I added a type "email-external" note type, in which I manually copy the content of the system article, and then forward the content. It's not clean, but at least all the ticket communication is kept inside OTRS

massimobianchi

ping - anyone knows the trick ?

massimobianchi

my problem was with the reverse proxy configuration. Example of working config <VirtualHost *:80> ServerName custom1.xxx.xxx ErrorLog logs/custom1.xxx.xxx_error CustomLog logs/custom1.xxx.xxx_access common ProxyRequests off ProxyPass / http://custom1.xxx.xxx/ ProxyPassReverse / http://custom1.xxx.xx...

massimobianchi

Hi, I noticed that some articles are not "forward-able", meaning that I cannot forward them. For example, nagios email or auto-generated email. Looks like all "system - note-report" articles are in this situation. I think it is a sysconfig option, but I am not able to find it. An...

massimobianchi

Hello, I'm working on a customized layout for skin & theme for customers. I am trying to have different layout for stadnard customer and dedicated customer. I have published my test environment to internet with 2 different hostnames, custom1.XXX.XXX and custom2.XXX.XXX I have enabled the theme a...

massimobianchi

Sorry, It must be the lunch-jump----

DefaultTheme::HostBased

Thanks,
Massimo

massimobianchi

Hi,
Up to now I found only the HostBased SKIN, and not the HostBased THEME.

If you can point me to the right sysconfig key, it would be perfect.

I was not able to find it.

Kind regards,
Massimo

massimobianchi

Hi all, maybe it has already been covered here and there, but I am not able to find it. I have some customer deriving from AD (already integrated) to whom I should force a dedicated theme. Since the connections come from a known IP, I have already configured the custom skin, BUt I am not able to for...

massimobianchi

Thanks for the hints.

Regarding email, i will re-enable it because I want to test the full handling of the tickets, and the email exchange is the ground of otrs logic.

I will leave this thread opened for a while, hoping to get some other suggestion.

massimobianchi

Dear all, i want to copy production OTRS to test. I have a test environtment, but it has gone far from production, so I'm willing to refresh it. I am puuting down some steps, any advice on missing actions ? Environtment: OTRS 3.1.0 / ITSM 3.1.6 on Centos 6.3 / Mysql / Apache (LAMP) Preparatory steps...

massimobianchi

Maybe I find a solution.

Try: /opt/otrs/bin/otrs.DeleteCache.pl (if on linux).

After that I had no longer the problem.

massimobianchi

Well.... i DID find a way, but it's a bad trick 1) Create the dropdown via admin gui 2) using a db tool (MySQL WorkBench in my case) have a look at the "config" value in the Dynamic_Field table. Content is: --- DefaultValue: '' Link: '' PossibleNone: 0 PossibleValues: 1: 001 TranslatableVa...

massimobianchi

Hello,
I'm looking too at this kind of feature. Does anyone have a clue ?
Thanks,
Massimo

massimobianchi

Hi, I'm not a perl guru, so I had to figure out by myself with a long trial & error. How to upgrade perl modules ? expecially DBD:ODBC, since no supported rpm exists for this platform. OS:Centos 6.3 1) install RPM unixodbc-devel yum install unixODBC-devel 2) upgrade CPAN via YUM repositories yum...

massimobianchi

It worked. VI thinking helps :) sed s.LDAP.ConnectAD did the trick. On more question: when I asked "where to place the myDC" variable, has to be read as "in which context of the Config.pm" files ? Inside or outside "CustomerUser3" section ? $Self->{CustomerUser3} = { my...

massimobianchi

Dear all, I am trying to setup the connection with ActiveDirectry using ConnectAD, to be able to failover to redundat DCs. I have already been able to authenticate against local OTRS DB and AD, but I have not a clear picture on how to config the ConnectAD extension. In the site (https://github.com/r...

massimobianchi

thanks to both.

I managed to get it working.

I will suggest the patch proposed by reneeb to be included, since in my opinion is a minor bug.

Kind regards,

Massimo

massimobianchi

Thanks Jojo, but the FromAddressRegExp is recognized correctly. I tried with some fake email and the email is going to the sysmonitoring process, but serviceregexp and stateregexp are not recognized. Up to my knowledge of regexp, the () are used to extract a pieace of a string to be used later... Th...

massimobianchi

Dear all, I'm trying to configure the systemmonitoring extension to process different sources of nagios in parallel. Step 1 (OK) i can receive email from nagios source1, and tickets are correctly opened and closed. FromAddressRegExp: source1@email.com HostRegExp: \s*Host:\s+(.*)\s* CloseTicketRegExp...

massimobianchi

Hi,
the problem is that you have two lines matiching "service".
I think OTRS is getting the first it receive.

I'm using this site to test the regexp: http://regexpal.com/ Maybe it can help you in writing the proper regexp.

massimobianchi

To whom it maight interest... I went to the email script, adding a tag inside the body of the email to retain the original timestamp. Not a very good alternative, but I'm not a programmer, just occasionally a scripter... on *nix systems. #!/bin/bash # # input richiesti, in questo ordine # # CODGTCRM...

massimobianchi

Hi, I have the following necessisty, to do a mass import of tickets from a previous database. I have already managed to setup a decent procedure: - export in CSV format from the other product - building of custom DynamicField to keep the additional information - script to extract records from CSV an...

massimobianchi

I will suggest you tu use a generic agent, a feature available by default.

Do a filter on the user, and set the priority to whatever you need.
Run the agent every X minutes.

Massimo

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