Znuny and ((OTRS)) Community Edition

morecw

Responses now begin with:

Sehr <OTRS_CUSTOMER_DATA_ANREDE> <OTRS_CUSTOMER_DATA_UserTitle><OTRS_CUSTOMER_DATA_UserFirstname> <OTRS_CUSTOMER_DATA_UserLastname>,

morecw

I reached a solution with this addition to: Kernel\System\TemplateGenerator.pm my $Tag3 = 'OTRS_CUSTOMER_DATA_ANREDE'; my $Tag4 = 'OTRS_CUSTOMER_DATA_UserFirstname'; if ( $CustomerUser{UserTitle} =~ /Frau/i ) { $Param{Text} =~ s/$Start$Tag3$End/geehrte/gi; $Param{Text} =~ s/$Start$Tag4$End//gi; } el...

morecw

Yes that's good for me but we don't give of course all agents access to that. Better would be if I could just add a field to the Bulk module OK, now I'm curious how often this needs to occur that can't a) be scheduled with Generic Agent every 10 minutes every day or b) isn't already a required fiel...

morecw

crythias wrote:put the custom states in their own type and then don't use that type in the other modules.

Can you please expand on that a little?

I need them to function as pending reminder and auto-close.

morecw

crythias wrote:viewtopic.php?f=60&t=7787

Perfect! Worked a treat. Thank you

morecw

crythias wrote:It's called ... Generic Agent.

Yes that's good for me but we don't give of course all agents access to that. Better would be if I could just add a field to the Bulk module

morecw

Hi all,

is it possible to link direct to the customer account via the Customer Information panel in the ticket?

Ideally if I could somehow hyperlink the "Customer Information" link.

How could I realise that?

Thanks in advance.

morecw

Hi all,

I have two custom states which I'm using with Generic Agent/Events and a specific response. However from all other modules I'd like to hide these two states.

Is this at all possible using the interface? Or should I use ACL?

Thanks a lot

morecw

There seems to be many people asking this but no answer so far. Is there any solution?

Thanks in advance

morecw

crythias wrote:sorry. I meant 6 to 7 in the regex ...

Yep, that works. Thanks!

morecw

reneeb wrote:The XML file that specifies this config option says "<String Regex="^[0-9]{1,6}$">86400</String>" this is why you get the error. Please file a bug at bugs.otrs.org

ok have done

morecw

crythias wrote:Yeah, you can change the 6 to a 7

Still errors though...

morecw

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The new pending time works anyway. Even though anything over '999999' causes this error in Sysconfig

I just wanted to report it

morecw

YES!! Thank you Crythias. I knew it we'd get there in the end!

morecw

Can anyone confirm at least if what I'm trying to realise definitely works in the latest version?

morecw

jojo wrote:please update to latest version first and try again

This is not an easy task as you know. Can you first tell me if this problem is resolved in latest version?

morecw

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morecw

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morecw

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morecw

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morecw

Generic agent is filtering on: State "2 Week Auto-close". Ticket Action: Set New State "1 Week Autoclose" My notification event is: TicketStateUpdate: "1 Week Autoclose" (send email notify to Customer/Agent) When I run the generic agent job it makes the change in the ti...

morecw

ok! Thanks for the answer

morecw

Anyone have any thoughts on this?

morecw

Ok that's good enough then. Thanks for explaning that and please excuse me if I sounded a little stressed at the time!

morecw

typically a ticket is only worked on by one agent per time. So only this agent will get the notifications... Yes I know but still a single agent can have 10s or sometimes 100s of tickets to manage and they need an effective method to organise them. It's not good enough to tell them to depend solely...

morecw

Not possible? But that means agents must instead rely on a mountains of email notifications. The new article column is not even sortable? Why?

This quite an inconvinience for me to explain to my agents that OTRS works like this

morecw

When the customer receives their new account info two of the fields keep sticking together.

Can anyone explain why? I see nothing wrong with the configuration in Framework -> Frontend::Customer
I have definitely entered a line break after email address.

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morecw

Anyone have any thoughts on this?

morecw

Hi all, I want to make a search for tickets in a specific queue that are still open but more importantly have new articles in. Normally this is indicated by a star on the left side. But I would specifically like to specify this in the search Is this possible? I'm a bit surprised that I haven't been ...

morecw

Hi all, has anyone ever found a solution to the problem of gender selection in a resppnse? At the moment for our German customers we use "Sehr geehrte(r) <OTRS_CUSTOMER_DATA_UserFirstname> <OTRS_CUSTOMER_DATA_UserLastname>," then the agent has to edit it appropriately afterwards. Yes we co...

morecw

Works!! Thank a lot for your help!

morecw

Probably admin email with a space after .com ... If not, I'm not sure.

no, that doesn't work either

morecw

explicitly put what you want after the notification email address <what I want to say> Where exactly please? I've tried "support@oursite.com<Our Ticket System>" in the following places: Framework -> Core -> AdminEmail - (crashed the system) Framework -> Core -> NotificationSenderEmail - (...

morecw

Hi all, I've not yet found a way to configure this correctly as all emails received by the customer for either a) new account registration b) new password, display only the email address. However all answers from agents are displaying the From Name correctly. Agent notifications also display correct...

morecw

Do you any more advice for me please?

morecw

After some advice elsewhere I found it the ACL was written completely wrong. Here's what I use now: (opting instead now to match Queue to Subproduct) $Self->{TicketAcl}->{'ACL-Product selection 2'} = { ##### Hardware queue to product field match properties Properties => { Ticket => { Queue => ['Hard...

morecw

Thanks that worked!

morecw

Hi all,

for reasons of data input, we need to reorder some of the fields when viewing a customer account e.g Street, City, Phone No etc etc

Can this be done? If so how?

Thanks in advance

morecw

jojo wrote:does your Dynamic Field allow an empty value? If yes, please add this value to the dropdown list.

Out of interest why are you suggesting that when it already works for the agent?

Yes it does allow an empty value and the default value is '-'

morecw

Hi all, I've added this ACL to kernal\config.pm and it works for the agent but not the customer. Any ideas why? The customer has access to this queue, is able to select it and the subprodct then post a ticket without any problem. It is simply that the ACL is not interacting with the subproduct dropd...

morecw

I believe the subject of this post is now answered so I have created a new post for my current problem

morecw

I have 3 dynamic field dropdowns I'd like the user to choose from: 1. Product (e.g Magellan..), 2. Subproducts (e.g Allgemein, Berichte..), 3. Versionnos (e.g 1.0, 1.1..). When dropdown 1. is selected I want the subproducts in dropdown 2. to be related/dependant and then of course when dropdown 2. i...

morecw

Hi all, I would like only the agents to be able to select the Ticket type. How do I remove this from the customer interface? I am able to move the fields around in CustomerTicketMessage.dtl but if I comment the TypeID section out then the form doesn't post. (Maybe because the field is mandatory?) Th...

morecw

As well as looking in the manual , I also tried to relate your example for my dynamic fields but it errors: "500 Internal Server Error" I have 3 dynamic field dropdowns I'd like the user to choose from: Product (e.g Magellan..), Subproducts (e.g Allgemein, Berichte..), Versionnos (e.g 1.0,...

morecw

A queue is, in my opinion, "who is able to handle this request"?. A service is -- also, my opinion -- "What does the customer want the agent to work on?" Fair enough, then product selection such as 'app' followed by 'version' would be suitable after all. However the default sing...

morecw

I'm not saying my option is the "right" one. I'm just saying that it's perhaps the easiest one to accomplish this task, short of making the versions sub services and making a big long list of which the user only has to make one selection. If I were to make any other suggestion, it would b...

morecw

crythias wrote:Would possibly be okay to use a Dynamic Field filtered on ACL based upon service chosen. (Easiest).

Really? Would 4. not simply be a range of subservices linked to the selected service in 3.?

morecw

Hi all, I've asked something similar before but from the wrong angle. So here goes.. We would like the customer experience of creating a ticket to be as follows: 1. Customer logs in and creates new ticket 2. A single queue is pre-selected 3. Customer selects one of our software products from a dropd...

morecw

Hi all, does anyone use a sentence builder solution with OTRS? At the moment my agents are in love with ReplyButler and have been using it with Outlook for years. This the only thing that really holds us back making a full switch to OTRS. Yes I know there are responses but they don't allow for mixed...

morecw

jojo wrote:thats an issue of the mailclient as it does not interpret the & and following as part of the link

I don't think so because these links work ok when sent through an Auto-Response

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