Znuny and ((OTRS)) Community Edition

eterjack

I am having problems with OTRS performance, enabling the mysql slow query, the most time consuming queries are: # User@Host: otrs[otrs] @ [xxxxxxxxxxxxxx] # Query_time: 199.811449 Lock_time: 0.000137 Rows_sent: 0 Rows_examined: 4373804 SET timestamp=1482515538; SELECT COUNT(DISTINCT(st.id)) FROM tic...

eterjack

Thx for replay.

In relation to performance?

eterjack

Hello, I need help, someone would know me answer it if my e-mail relay become unavailable, and the otrs settings I use various types of notification, the otrs performance may be impacted? Another question is: Today, my SMTP setting in OTRS points to a relay exchange, what happens to the notification...

eterjack

If an SLA does not have a specific calendar, queue calendar should be used and if not set, use system default workhours/calendar.
Today if an SLA is used and has no calendar, OTRS uses system calendar even is the queue for the ticket has a calendar

It is possible ?

eterjack

Boa tarde, Pessoal.

Estou com uma vaga aberta, para atuar com implantação/customização do OTRS.

Quem estiver interessado, enviar e-mail para eterzella@gmail.com

eterjack

Thx, for replay Imagine this Senary There must be a catalog of unique service to meet 10 companies. Inside from catalog, public services exist, and specific services for each client. Instead of creating a service that has the name "PUBLIC", "COMPANY A", "COMPANY B", the...

eterjack

Actually it's not quite it.

What I need is to create a new DynamicField as characteristic of the service.

http://imgur.com/BPJCMhK

eterjack

Good night,

It is possible, using DynamicField as an attribute of the service?

When we configure a service, it is possible to select:

type
criticality

You add one more attribute?

eterjack

Good evening, it is possible to use in case a string instead of a number id, when we use the DynamicField based type? function nonetext() { document.compose.Subject.value = ""; document.compose.RichText.value = ""; document.getElementById('DynamicField_email').style.display = 'no...

eterjack

Thx for help.

eterjack

Good afternoon guys,

I know it is possible to link the ticket with the changes.

But it is possible, to conclude a change, close all tickets that are linked to this change automatically?

eterjack

Pessoal executei o procedimento de atualização conforme a documentação: Quando executo .sql que realiza algumas alterações de atualização do Banco. root@zbx:/opt/otrs/scripts# mysql otrs < DBUpdate-to-3.1.mysql.sql -p Enter password: ERROR 1050 (42S01) at line 28: Table 'gi_webservice_config' alread...

eterjack

Boa tarde, Pessoal estou precisando de ajuda, na hora de realizar o TicketSearch na API no OTRS. http://doc.otrs.org/3.1/en/html/genericinterface-connectors.html O filtro por DynamicFields não está funcionando, na hora de realizar a busca. Esse é o tipo de search que estou usando: <UserLogin>$UserLo...

eterjack

Help plz....

eterjack

How can I perform a search using the HTTP :: SOAP for a DynamicField? <UserLogin> UserLogin $ </ UserLogin> <Password> $ Password </ Password> <Queues> $ Queue </ Queues> <States> $ StateSearch </ States> <DynamicField_triggerid> <Equals> 99999900000013586 </ Equals> </ DynamicField_triggerid> I'm t...

eterjack

Hello,

What files should I change to add this functionality to a DynamicField ?

I create a file extdata.pl, and the select is work perfectly.

But i dont know, in what file, add
<select id="myselect" name="DynamicField_cat3"></select>

eterjack

What does this mean? It's showing in apache log ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Wed Oct 31 00:52:03 2012 Message: Found no $GroupID for time_accounting! Traceback (3674): Module: Kernel::System::Group::GroupLookup (v1.91.4.1) Line: 156 Module: Kernel::Output::HTML::ToolBarIncompleteW...

eterjack

Same error: always i access the page AgentTicketZoom, the following error happens $("#FixedTable tbody tr.Active").offset() is null @http://192.168.1.110/otrs-web/js/js-cache/ModuleJS_c6b447bf414df9ef1cf13a2f6bf5026f.js:30 @http://192.168.1.110/otrs-web/js/js-cache/CommonJS_754c26fdb53c1b6...

eterjack

Thx for replay...

Is there any AgentTicketXXX I can change all the ticket information on the same screen, with the ticket after opening?

Queue
Priority
Service
SLA
DynamicField
etc ...

eterjack

Hello, I'm trying to make an acl without success, someone could help me? If the Service does not have a value, the queue does not have a value. $ Self-> {TicketAcl} -> {'ACL-NULL-CAT2'} = { # Match properties # Note we do not have "Ticket => {" because there's no ticket yet StopAfterMatch ...

eterjack

Hello,

It is possible change queue in AgentTicketPriority ?

Att,

eterjack

hello, Is there any documentation about the options that can be used to filter the data in dashlets? <Item Key="Attributes"> States = Open; = New States; </ item> How can I filter by a denial, eg all calls less closed? As can for example, filter the so-called missing for 10 minutes timing ...

eterjack

That was exactly what I needed. Thank you.

Is there a limit to the amount of ACL? I'm automating my ACLs, and I already have a file with over 10,000 rows rsrsrsrs

Believes it can make heavy?

eterjack

Anyone know if it is possible to include within the Config.pm ACL?

I'm generating ACLs, and would like to organize files and perform in an include these files in Config.pm

Thx..

eterjack

ACL compares the key {number} the DynamicField with the string value of the service.

Is there a way to use the value of the key instead of the key DynamicField

eterjack

I wonder how do you hide a field when the field before it is empty. For example: The flow follows the following order: Type: DynamicField_categoria1 DynamicField_categoria2 Service Queue SLA I would like to leave all the fields hidden, unless the type to go and showing the other fields as the field ...

eterjack

Ja tentei, não funciona..

eterjack

Thx for replay, but dont work. With "\." nothing happens, when refresh fields Properties => { # 1.[x] DynamicField => { DynamicField_categoria1 => ['[RegExp]^1\.1'], } }, root@ubuntu:/opt/otrs# tail -f /var/log/syslog | grep 'ACL-CAT1-CAT2-1.1' When: Properties => { # 1.[x] DynamicField =>...

eterjack

Pessoal, estou precisando de ajudar para resolver uns problemas de ACL com dependência. Estou precisando montar um catalogo de servico, utilizando dynamicField. da seguinte forma: categoria1, categoria2, servico categoria1: 1.1.Acesso 1.2.InfraEstrutura 1.3.Hardware 1.4.Software categoria2: 1.1.1.Do...

eterjack

Humm thx for replie but not work. Look this example, i need to create a dependency between theses 3 fields. categoria1, categoria2 and service. categoria1: 1.1.Acesso 1.2.InfraEstrutura 1.3.Hardware 1.4.Software categoria2: 1.1.1.Domain 1.1.2.Directory 1.1.3.Wifi 1.2.1.Network 1.2.2.Server 1.2.3.Swi...

eterjack

I need this too....

eterjack

Thx, crythias..

You rigth..

eterjack

Humm Look, table: dynamic_field -> '20', 'categoria1', 'Categoria 1', '1', 'Dropdown', 'Ticket', ?, '1', '2012-10-04 16:44:28', '2', '2012-10-15 12:17:04', '2' '21', 'categoria2', 'Categoria 2', '2', 'Dropdown', 'Ticket', ?, '1', '2012-10-04 17:22:23', '2', '2012-10-05 11:29:40', '5' table dynamic_f...

eterjack

Good morning,

Where the OTRS stores the data of field dynamics? When the field is dropdown in dynamic_field_value table, it stores the key value that matches the value. Where is this value stored?

eterjack

Existe essa table no seu otrs ? Esse banco de dados, é de desenvolvimento ? sla_preferences é uma table padrão da database do OTRS, ela precisa existir. Caso seja, um ambiente de produção, tenta criar essa table na mão: delimiter $$ CREATE TABLE `sla_preferences` ( `sla_id` int(11) NOT NULL, `prefer...

eterjack

Valeu, funcionou.

Você pode definir nos DynamicField a ordem que eles vão aparecer também !!!

eterjack

After execute: perl otrs.RebuildConfig.pl perl otrs.DeleteCache.pl perl otrs.DeleteSessionIDs.pl --all perl otrs.CleanUp.pl /etc/init.d/apache2 restart Same error: $("#FixedTable tbody tr.Active").offset() is null @http://192.168.1.102/otrs-web/js/js-cache/ModuleJS_c3e6a5357053d253346405e7...

eterjack

Try used ACL

eterjack

Example:

It it possible in Frontend::Agent::Ticket::ViewMove, change services ?

Att,

eterjack

I want this too.

But i want, change SERVICE and SLA.

eterjack

Hello,

I need to know if there is how to link the change ticket queue, with change ticket priority ticket.
I would add in the form of change of priority, change queue.

Its is possible ?

eterjack

Thx, for replay.

Index order work only for dynamic ? I want position my dynamic field, before selection service.

Thx

eterjack

Show de bola...

Alguém sabe se tem como alterar a localização que o field fica no forms de criação de chamado ?

Quero colocar o field antes da seleção dos serviços...

Att

eterjack

This work with dynamicfield ?

eterjack

Pessoal, É possivel vincular o SLA com um tipo de serviço, ou queue automaticamente ? Por exemplo, quando o usuário selecionar o serviço e abrir um ticket, internamente o OTRS já determina a SLA do ticket. Eu sei que o atendente genérico faza isso. Porém eu gostaria de algo, que vincula-se o serviço...

eterjack

Pessoal,

Estou querendo saber se é possivel, alterar a cor no dashboard por queue.

Por exemplo, chamados na fila1, ficaram em vermelho no dashboard, na fila2 azul e por ai vai.

eterjack

Thx, Installed KIX4OTRS version 4.2, in OTRS 3.1.6, but always open ticket, open this error. $("#FixedTable tbody tr.Active").offset() is null @http://192.168.1.102/otrs-web/js/js-cache/ModuleJS_0d9cd8142190493f0f8fd7eb51e638b1.js:30 @http://192.168.1.102/otrs-web/js/js-cache/CommonJS_f599...

eterjack

Hello, anyone ?

eterjack

Entendi...

Valeu pela informação !!!

eterjack

Muito boa essa informação, alguem poderia me ajudar no PLUS ???

Como eu faco para colocar um dynamic item no dashboard ? Tentei utilizar o mesmo procedimento, porém aparece em branco.

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