Znuny Open Source Ticketsystem

ciotola

Hi to all, we have created our own Dashlet using custom xml configuration files. Everything seems work fine exception for the ticket sort. We are not able to sort the ticket for "CustomerName" that is a column that we have made mandatory and at the same time we can not apply a filter to th...

ciotola

Great Thanks for the Hint !!!
it's exactly we was looking for !

Giampiero

ciotola

We need something like the widget "open" because our customer want the List of ticket and we need also a refresh as in the other widget.

ciotola

Hi to all, we've created a new dashboard widget and i'm able to show the information that we need. Now we would like to show only the ticket Older then 7 days that are not yet Closed but i'm not able to find the way for it. Is it possible use the Attribute filter : TicketCreateTime > 7 days? Any sug...

ciotola

Solved -->
http://bugs.otrs.org/show_bug.cgi?id=11207

http://bugs.otrs.org/show_bug.cgi?id=10970

https://github.com/OTRS/otrs/pull/446#event-260262495

ciotola

Sorry for push up this message

Any suggestion?

ciotola

Hi to all, we have buil our own CI Class for sincornize OTRS with an external system. We thinlk that we are running in a Otrs Bug because the Import done with the otrs.ImportExport module (web and via batch) does not work correctly due the fact that fields with special Char are not insert in the dat...

ciotola

Hi to all, i'de like to create an ACL for set the Due_Date (date_time field) in the AgentTicketPhone and CustomerTicketMessage. If I Set the fields as mandatory it will be mandatory for all the queue while we need it only for specific queue. Because the Fields is with a checkbox it should be also en...

ciotola

It works with DynamicFields,
but for example i'd like to add for example the ticket state related to the specific article.
Any way for do this?

Mod ref: viewtopic.php?f=62&t=24891

ciotola

Hello to All, this is our scenario : - One OTRS4 environment with several CustomerCompany and different logical Service Desk. - We have build a Queue Hierarchy that reflect the virtual Service Desk Organization Company-1 |------- Queue Company 1 SPOC |--------------Queue 1 |--------------Queue 2 |--...

ciotola

Hi to all, we have a strange OTRS4 behaviour about the Notification Event. We have confoigurad Several customized Notification Event based on "Ticket Create" or "TicketQueueUdate" event for send notification to a specific mail address (third part supplier mail list) when the tick...

ciotola

Interesting question. I'm also walking throught this configuration. I don't want change the ticket state if a customer reply to the ticket because there is a GenericAgent Job that evaluete the combinition of some DynamicFiled and set the new state only if necessary. In the SysConfig Ticket::Frontend...

ciotola

Hemmm ... ops

I0ve removed the loop inthe DynamicFields for show only the new two field but i've forgot to remove the ITSMDueDate and ITSMImpact from the SysConfig.

ciotola

Hi Forum, i'm walking in a strange behaviour with a fresh installation. Step1 : I've Installed OTRS 4.0.5 with Postgres DB 9.3 ALL OK Step2 : Configured Queue, Services, Group & Role - ALL OK Step3 : I've created two DynamycField and anabled they in Customer and Agent Interface. i've Also modify...

ciotola

Hi, tks for the reply. We are using for this installation OTRS 3.2 and unfortunately we cant use the new GenericAgent Interface. We also need that the JOB is executed every 1 minutes. There are also ather action that the job do and becuse the queue structure is really complex we would like to filter...

ciotola

Hi to all, we are trying to create an automated JOB for check some ticket properties and set other ones. we also would like to use a regular expression for check all the ticket in particular queue, but it doesn't work. In the Log we have this error: error OTRS-otrs.GenericAgent.pl-02 Found no Queue ...

ciotola

HI to all, we have implemented Hide/show DynamicFields as described in the thread http://forums.otterhub.org/viewtopic.php?f=60&t=8032&start=50 Well ... but is also possible do the same instead with the Queue or TicketType with another DynamicFields? We need this - if the Customer select a v...

ciotola

Hi to all, for the new-phone ticket an Agent can select more than one customer-user when he open a new ticket. Well, in our environment we have set a "notification event" that send an email to the customer user when a new ticket is opened (or a new note is added). We would like to send thi...

ciotola

We are using KIX Add On and with theyr support we have solved the issue. The configuration we mkade is correct but the Kix Extension have a special handling for the DynamicFields that contain the "Time" term The workaround consist to change the code in <OTRS home>/KIXDashboardExtensions/Ke...

ciotola

For further info: The Due Date is right displayed in the QueueView, StatusView and CustomerTicketOverview.

any idea?

ciotola

HI Group, for the column Header i've solved configring the dynamicfield in the "option Column" while before it was configure as "DefaultColumns" We have still open the issue on the value shown in the "Due Date" column. Instead of the "date Time" imposted we se...

ciotola

Issue solved.
We are using CAS for the single Sign On with for manage the user and the access. A little change in the CAS configuration and everything was working.

ciotola

Hi to all, i've customized with success the AgentDashboard adding a new column but i've two little problem: 1) The column added is a DynamicField, in the attached image the configuration http://i58.tinypic.com/sb3nrt.png There is a way for show in the table as column header the label "Due Date&...

ciotola

Solved, configuration problem.

ciotola

Also with other credentials we have the same error.
two ways :
1) We have everithing under https ... should be a problem?
2) Is it possible that is an OTRS Bug on the "nph-genericinterface.pl"

tks for the help

ciotola

crythias we are trying to implement an integration with an external tool via Web Services. Our needs is that when on the system "A" (NetworkMonitoring) is fired a special event a new Ticket is opened in the system "B" (OTRS) The system "A" can send request via SOAP and ...

ciotola

GoodQuestion ... maybe that my problem is heare in the autentication. Well if i've right understood : 1) For open a New Ticket in a specific Queue I need authenticate an Agent. In this case i need fill the tag UserLogin 2) I need also to assign the ticket to a customer. In this case so i need fill t...

ciotola

Hi to all, we are walnking in a strange error wile we try to use the Webservices GenericTicketConnector. we are trying to use the GenericTicketConnector for open a new Ticket via SOAP in OTRS from an external system. We are able to call the webservices but the response is the same for each invocatio...

ciotola

Hi to alla and tks in advance for the support. I've configured several notification in "Notification Event" on different events :TicketQueueUpdate / TicketCreate / TicketTypeUpdate / TicketStateUpdate All this notificatin works fine excluded "TicketStateUpdate". It lookis like th...

ciotola

Perfect !
Changed to '1' and works fine.

Thanks for the Help.

ciotola

Hi to all,

In my implementation I have 4 languages in use: Italian, Spanish, French and English
I would like to translate the content of the Service DropDown List. Is it possible?

Thanks in advance for your help

ciotola

Dylan we couldn't for different reasons.

ciotola

Dylan is not so easy

I would like disable All tha AgentNotification and not only the one that are under the Agent Preference.
For each event (u can find it under the Admin Area -> Ticket Settings Box -> Agent Notification) the system send an email.

Any other suggestion ?
TKS in advance

ciotola

Ciao a tutti,
ho necessità di disabilitare le Notifiche automatiche che il sistema manda agli Agenti (Agent Notification) ma non ho trovato nulla nelle configurazioni presenti nel SysConfig per fare ciò.

C'è qualcuno che ha qualche diritta ?

ciotola

Hi to all, I would like to deactivate all the Agent Notification, not the Event Notification, but I haven't found in the SysConfig any setting for do this. We are a "zero mail company" and OTRS has too many event that generate mail for the HD Agent and this not the best for us :( Well, i'v...

Znuny Open Source Ticketsystem

Search found 35 matches

Ordering tickets in the DashBoard

[SOLVED]Re: New Dashboard Widget

Re: New Dashboard Widget

[SOLVED] New Dashboard Widget

[SOLVED] Re: OTRS4 - Notification Event

Re: ImportExport don't work with UTF-8 char

ImportExport don't work with UTF-8 char

DynamicFields and ACL

Ading fields to article display in TicketZoom

Can the Agents open ticket only for specific CustomerCompany?

[SOLVED] OTRS4 - Notification Event

Re: Ticket state after customer reply(follow up)

[SOLVED] Re: OTRS4.0.5 "Use of uninitialized value $Value in string"

[SOLVED] OTRS4.0.5 "Use of uninitialized value $Value in string"

Re: GenericAgent.pm - Regural Expression

GenericAgent.pm - Regural Expression

Hide Show Dynamic Fields

Send notification to multiple customer user

[SOLVED]Re: Add DynamicField to Dashboard

Re: Add DynamicField to Dashboard

Re: Add DynamicField to Dashboard

Re: Webservices- TicketCreate:User could not be authenticate

[SOLVED] Add DynamicField to Dashboard

Re: [SOLVED]Notification Event on StateUpdate don't work

Re: Webservices-TicketCreate:User could not be authenticated

Re: Webservices-TicketCreate:User could not be authenticated

Re: Webservices-TicketCreate:User could not be authenticated

[SOLVED]- WS - TicketCreate:User could not be authenticated

[SOLVED]Notification Event on StateUpdate don't work

[SOLVED]Re: Services Translation

[SOLVED] Services Translation

Re: Agent Notification

Re: Agent Notification

Agent Notification

Agent Notification