Znuny and ((OTRS)) Community Edition

guillo

did you read the manual now? (you know rtfm is a always a good answer). You should be able to create an ACL after reading the chapters I sent the link... Yeah, RTFM is ALWAYS a good answear. It should be an answear template on this forum, you know, to prevent from bothering others with trivial ques...

guillo

http://lmgtfy.com/?q=site:doc.otrs.org+acl http://doc.otrs.org/3.2/en/html/acl.html HAHAHA! You funny guy! "let me google that for you" hahaha... good one Well... yeah, I apreciate you pointed out what an ACL is... But picture this, you are taking a stroll when out of nowhere, you find a ...

guillo

jojo wrote:an ACL will help

Thanks for your answear jojo

Can you please expand your answear a little bit?

guillo

Hi, I have configured several ticket states as type OPEN - Working on it - Open Sucessful (already set as default on sysconfig) - Open with restrictions I need to show on the Agent Ticket Phone screen, on the Next Ticket State field, only the state OPEN SUCESSFUL and not the rest . From SysConfig I ...

guillo

This solution works also for the SLA field but with one weird thing (At least on OTRS 3.1.12) On the Service block you'll see something like this: Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', ' ServiceID' , ['NewUserID', 'NewResponsibleID', 'NextStateID', 'PriorityID', 'SLAID', 'SignKeyI...

guillo

this might help you. It's for 3.0 to 3.1 but it might serve you as a guideline.

https://tecnobalam.wordpress.com/

guillo

I've found the answear viewtopic.php?f=62&t=10601

guillo

It works like a charm. Thanks!!

I'll try to do the same with the SLA field.

guillo

Hello there... usign OTRS 3.1.7 on LINUX and also trying to do this.

guillo

kind of related.. I've been using HEIDY MYSQL to upload information on CSV from excel into my Database and so far is working like a charm HEIDY MySQL http://www.heidisql.com/ My OTRS is on a LINUX server and I'm working on a windows Workstation Just conect to the DB using Heidy, select your table, g...

guillo

We all know the "7 Day Stats" Graph that is at our front dashboard, those two zig zag lines we got to know and love. But I don't need them... :? What I'm looking for is to create stats by agent and to show them at the dasboard instead of the 7 day stats. I already have a report configured ...

guillo

Ok, so this is solved... Kind of.. I found this website with several FREE OTRS ADD ONS.

http://znuny.com/#!/addons

You guys should check them out

One of those free add on is the one that I needed

guillo

That's....

Is there a way to do it... for... free?

guillo

What I'm looking for is a Ticket State, for example: "Waiting for User Information", where the ticket will be set on hold and this state will not add towards the escalation time calculation.

Can you guys help me out with this .

guillo

It will work with any version.

guillo

Forget it... it was a permisions problem within the server. Stupid reason hehehe.

guillo

I have several tickets states that I've created from the State Management. And altough they are valid, I keep seeing the default tycket states on new ticket phone, note, etc. How do I change wich tickets states (values) are displayed? For example, I created the new state: - Waiting for response I ne...

guillo

Ok, this might seem like a n00b question... ok, it is a n00b question. It's my first implementation in LINUX, I just modified the AgentTicketPhone.dtl but I can't save it. It has an icon with a big lock on it... I believe it's because the OTRS is running (just a guess :? ). So my humble question is:...

guillo

Hi there guys... This for OTRS 3.1.12 So I have this small problem: I have several services, and each one of them has only one SLA. On the new phone ticket, the dropdown list for the SLA is only either " - " or " SLA 1", I don't want the little " - " to show, since I on...

guillo

Thank you, this was very helpful! I have been reluctant to upgrade until I had some more information about that and you did a very fine job! One question to this - does anyone have experience from a similar 3.0.x upgrade to a later version using MSSQL instead of MySQL? Is there anything particular ...

guillo

Maybe it's something very easy

guillo

So I'm trying to set the Default Ticket type from "-" to Normal on the new phone ticket agent interface. How can I do this?

Thanx!

guillo

jojo wrote:yes, there are installations with some million customers

Thanks mate!

guillo

I'll be making a brand new installation of OTRS 3.1.12 in Linux UBUNTU server using MySQL as the Database.

I have a list of 40,000 costumers. I was just wondering if the OTRS can handle this with no problems.

guillo

Thanks a lot to you all. It worked!

guillo

I don't want to see the priority on the New Phone ticket and New Email ticket

guillo

Thanks man..

I'm sorry but I can't find the string to hide it. I found this

<input type="hidden" name="PriorityRC" value="0"/> and changed the value from 0 to 1 but it didn't work so I think I'm not on the right track

guillo

I'm using OTRS 3.0.7 I tried to hide it from the DTL file on Kernel\Output\HTML\Standard, but it gave me an error: need ticket ID. From SYSCONFIG I couldn't find a way to hide it. (Only for the costumer interface) I just want it to not to show on the costumer interface or deactivate it completly. An...

guillo

crythias wrote:

Don't forget to restart your services.

From what I've learned, you can't run the scripts if you don't have the services running.

guillo

Nice HowTo. I believe the mysql client command line application also comes with OTRS, so if you don't want to load MySQL workbench, you can use the CLI to follow the instructions per the UPGADING file in the release. It never worked for me, I kept getting these user & password errors. Don't for...

guillo

Ok Finally I've done it.. I've upgraded my OTRS from 3.0.7 to 3.0.12 to 3.1.12 and using WINDOWS! And like I said before, I would write a small how to and here it is. It is still a work in progress. The UPGRADING manual that comes with OTRS is meant for LINUX. It is usefull for windows but if you ar...

guillo

alexus wrote:I recommend pre-First Step also - Read The Manual .

Come on... the manual is pretty much useless. It'll give a very very very basic idea but that's it.

guillo

So I did and now I'm running OTRS 3.1.12 smoothly. I'll be posting a manual due to the lack of information on windows for N00bs like me. Thanks JOJO, you are absolutly right. To close the topic: On windows, skip the setpermissions.pl but be sure to have the Program Files\OTRS folder with ALL permiss...

guillo

Ok so I gave another look at the folder permissions and it turns out I didn't have them all. So I gave myself full control of the OTRS folder. I gave it another shot at the DBUpdate-to-3.1.pl and is running smoothly so far, I'll take a while to finish since i have a big DB. I'll post my results later.

guillo

- For the permission error: does your user have full admin permissions? Yes, I'm the server admin. you won't need the otrs.SetPermissions.pl o script on windows as it has no effect on windows. So I only have to run the SQL scripts files and skip these ones?: otrs.SetPermissions.pl DBUpdate-to-3.1.pl...

guillo

Ok, simple question... easy! :) I'm finally making my upgrade from 3.0.7 to 3.1.12 and my problem is: I run >perl otrs.SetPermissions.pl ... I know I'm missig some parameters because all I get is a menu with some "suggestions" but I don't understand really what is trying to say. So I want ...

guillo

jojo wrote:switch to a newer version of OTRS on windows or much better switch to a Linux based system

Will do...deffinitly.

In the meantime i'll have to find another solution.

guillo

ANybody?

guillo

I have this problem where my Apache constantly reboots. This is the error message as shown on the Apache Logs. The Carp.pm file is calling for an exit. ModPerl::Util::exit: (120000) exit was called at C:/PROGRA~1/OTRS/OTRS/Kernel/cpan-lib/CGI/Carp.pm line 561[Tue Nov 20 14:54:44 2012] [notice] Paren...

guillo

So this what happend, for some reason all the XML files were blocked on my network. So every time the OTRS tryied to access an XML for file repository it failed miserably. What I did is to deactivate all the XML related such as news from OTRS.COM on the dashboard and on the package manager. So the p...

guillo

I'm experiencing several apache related issues, now to the point where it has become a real pain. I was wondering if its possible to uninstall/reinstall ONLY the apache? Or maybe even to install the latest version on a straightforward way, I mean, just using the installer and baking up the configura...

guillo

So it's been a long time since I posted this! :) Not a such noob anymore.... But I still can't figure it out this part. I've been looking at the AgentTicketPhone.dtl and I still can't understand how to change the order of the freetext. So I've been looking at this part: #<!-- dtl:block:ArticleFreeTe...

guillo

So I'm experiencing the same error here... also behind a proxy but diffrent configuration. I'll be checking this out and post my results.

You are saying that the OTRS deleted half your zzzauto file??????

guillo

Ok thanks a lot to both of you. It's fixed now, I went into the framework and deactivated the DashboardBackend###0000-ProductNotify, wich was configured for the admins only. We've never used this and as I can see it is calling an XML file, just like you said: http://otrs.org/product. xml We will def...

guillo

the dashlet checking for new OTRS versions is only configured for admin users Thanks jojo for your help and time. .. but, let me get this straight. From what you said: I understand there is a dashlet that checks for new OTRS versions, and this dashlet only works with admin users. So when a 'standar...

guillo

One last question, any idea why this happens only with the root and andmin users?

guillo

If enter directly trough the server (localhost), where there is no proxy, the 'tag style error' still appears.

Is there any other reason?? I was wondering if this is an Apache error or a pearl error

guillo

As a side note, I' don't know if it has anything to do with this, but everytime I create a new agent, user root and root@localhost appears as default email

guillo

a theme ... as in the user's preferences are looking for a theme that is invalid. I double checked and all the agents have the same theme on their user preferences, including the root user. I found a walkaround to log into the OTRS when the Mismatched Tag error appears: 1. After the error appears, ...

guillo

crythias wrote:Are you certain this isn't a theme issue?

A theme Issue?? Can you explain a little bit more?

I just checked all my theme configurations and all are set to Default (standard), but I'm not sure if this is what you mean.

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