Znuny Open Source Ticketsystem

girishmungra

i am having the same problem. Can anyone help?

girishmungra

This solution worked for me too.

Thanks jbloomer

girishmungra

I am on Involved Person screen in Change Management and I do not want to use the 'Change Manager' field. I want change the 'change builder' only. This does not work because of some validation.
I tried to comment the code in there, in vain.
Thanks for help

girishmungra

Hello

I have enabled Ticket::Frontend::AgentTicketSearch###SearchArticleCSVTree because i want to export articles also search results (CVS) but this doesn't seem to work.
The column 'Articletree' stays blank.

Anything I missed here?

thanks

girishmungra

Where are attachments uploaded in Changes and WorkOrders saved? In the database? Could not find them after a search on the server.

girishmungra

hello
I want to add new search attributes in Agent Ticket Search. For instance I want to be able to search for City and Country.

girishmungra

I was able to come through this!
I have 6 conditions for each change. each conditions has 2 expressions and 1 action.
This was achieved by updating the tables change_condition, condition_expression and condition_action accordingly

girishmungra

I have migrated around 500 changes from another system along with its related tasks on OTRS Change Management.
The issue now is that I need to apply the same template (conditions: expression & actions) to all those migrated changes.
Any idea how this can be achieved?

girishmungra

Ha! Am definitely not going that way then.

Thanks

girishmungra

I have a long list of values to add in the ChangeFreeText1 in Change Manangement.
How can I do that without having to add 1 by 1 in sysconfig?

girishmungra

You are a life saver!

Thanksss

girishmungra

Thanks a lot it seems to be working.
But now I have the error message:

Insufficient Rights
Message: You need permissions!

I am admin and have full access on all groups

girishmungra

hi I've duplicated the pm AgentITSMChangeMyWorkOrders to AgentITSMChangeMyWorkOrders2 and changed the filter options there. When i try to access it now i get the following error Kernel::Modules::AgentITSMChangeMyWorkOrders2 not registered in Kernel/Config.pm! Traceback (2185): Module: Kernel::System...

girishmungra

This following link brings customer information to the dashboard and enable customer data to be displayed. http://lists.otrs.org/pipermail/otrs/2012-June/038044.html Similarly I want to be able to load ticket information (first article to be more precise) in the ITSM change add screen. What I want t...

girishmungra

I wrote a new change number generator for change management which seemed to work well at first but now I have an Internal Server error when I click create or save on the Add change screen. In the error log it shows: [Fri Jun 7 14:38:08 2013] ITSMChange.pm: Can't locate package Kernel::System::ITSMCh...

girishmungra

Is there any way customers can follow through the Change requests initiated from their RfCs?
I would like them to see the states of their changes through the customer portal.

girishmungra

awesome it worked. thankss

girishmungra

this works for ticket only not on change it seems.
Accounted time in Work order is what i need to make mandatory.
Is there any other way to do it?

girishmungra

This makes the Time unit field mandatory on tickets, but not the Accounted Time field on Change..

girishmungra

Hi
how can i make Accounted Time field mandatory on AgentITSMWorkOrderReport in Change Management

girishmungra

Hi,
I want to able to change ticket type in the AgentTicketMove screen.

Is this possible?

girishmungra

Hi am looking for this as well..
Has any1 been able to work it around?

girishmungra

Hi In change management I have created 3 conditions and actions and all 3 are valid. I've tested them one by one and they all work. My state machine is ok. The thing is that the conditions and actions stop executing after it has executed a first time. there's no second time.. If I delete all the WO ...

girishmungra

Brilliant! thanks a lot

girishmungra

In the customer portal, the age of the ticket and of each article is shown. i would like it to display the creation time as well.

How can i achieve that?

thanks

girishmungra

Back to OTRS's Survey module..Can i randomly send survey instead of using Survey::AmountOfSurveysPer30Days , which if I set to 1, will send a survey each month to the customer? ( Customers create more than 1 tickets in a month) I was thinking about a new condition in the pm module (probably AgentSur...

girishmungra

I re-created the configuration file (MyConfig.xml) and it worked.
Can't remember what was wrong before..

girishmungra

Hello yes I have. was waiting for some free time to post the solution actually. I discovered that the problem was with the url generated for the survey. Here's what i did: 1. Edit Config Settings in Survey -> Core::Survey 2. Survey::NotificationBody Replace the body with this code instead: <OTRS_CON...

girishmungra

Hi
I have been able to use LimeSurvey successfully with OTRS.
I have another requirement I need to meet here: A survey should go to customers only after every 10 closed tickets.

Any idea how i can achieve that?

Thanks

girishmungra

hi I had the field 'select queue' hidden from the Customer portal because all tickets logged in from there goes directly to the Service Desk queue. Now, since in another branch, they have their own first line support, I would like tickets raised by the customers there to be redirected to another que...

girishmungra

Great! Thanks a lot. It worked.

girishmungra

I created custom dashlets using http://blog.otrs.org/2010/09/26/keep-an ... customers/
They appear on the dashboard but the paginations do not work.
When I click on 'Page 2' it doesn't change on the dashlet.

girishmungra

hi, i have installed survey module 2.1.2 and create 1 new survey. the email goes to the customer when a ticket a closed but when he clicks on the link he gets a fatal error page with the following details: Oops! An Error occurred. Error Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey939ea...

girishmungra

Hello,

Can I export customer information (e.g country, mobile) in the CSV when doing a search?

I was able to display the information on the dashboard using this: http://www.mail-archive.com/otrs@otrs.org/msg36791.html and now I want to be able to export the fields.

girishmungra

Got it!
thanks

girishmungra

I changed Core::Ticket::NewArticleIgnoreSystemSender to Yes but system generated messages are still being displayed as articles.
This is clogging the view as there is an email which goes to the customer for each agent update.
Thanks for help

girishmungra

On ticket closure the customer gets notified.
The contents of the notification should contain the problem description and the resolution.
My problem is that i need the notification tag which will show the first customer article.
<OTRS_CUSTOMER_BODY[5]> shows the latest article.

girishmungra

How can I use the DynamicFieldValue API to perform an extract on 'dynamic_field_value.value_text' specific?

girishmungra

how can I for instance extract ticket details from the database where dynamic_field_eg1's value text is equal to 'test'

girishmungra

Hi,
Was indeed able to do that using sql query.
One thing I haven't figured out though is how to join the table dynamic_field to the ticket table.

girishmungra

I am a plum! didn't notice that config.
Many thanks - was able to export my dynamic fields

girishmungra

But there is no 'content' column in Ticket::Frontend::AgentTicketSearch###SearchCSVData
Its just a list of data to export in CSV format.
I tried without the DynamicFiled_ but doesn't work.

girishmungra

Looks like I still haven't seen how to add my dynamic field in Ticket::Frontend::AgentTicketSearch###SearchCSVData

girishmungra

hi from the code i deduce that field I should add in the config should start with ' DynamicField_ '. And this exactly what I did at first but doesn't work :( my @Data; for (@CSVHead) { # check if header is a dynamic field and get the value from dynamic field # backend if ( $_ =~ m{\A DynamicField_ (...

girishmungra

How can I add a dynamic field in the search result (CSV) for an Agent Ticket Search?

In sysconfig i went there:
Ticket -> Frontend::Agent::Ticket::ViewSearch
Ticket::Frontend::AgentTicketSearch###SearchCSVData
and added

DynamicField_field12 in the list.

didn't work..
thanks for help

girishmungra

Hi,

is it possible to obtain a list of tickets raised from a particular city?

girishmungra

Anything for me?

girishmungra

thanks

girishmungra

thats not what I meant..

can I have OTRS automatically duplicate the contents of an article in a dynamic field so that i can export it?

girishmungra

hmm
How can I copy the contents of the 1st article in a dynamic field somwhere in OTRS - preferably when closing the ticket.

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