Znuny and ((OTRS)) Community Edition

amdkryn

Hi, How do I add the following query the information on which the e-mail was used to record the ticket? I have two email accounts registered in the system receiving the tickets from customers, for example, teste@empresa.com, chamado@empresa.com, but the query does not display them. SELECT ticket.tn,...

amdkryn

So what is the purpose of defining the date and time? I set up cron to run every 30 minutes.

amdkryn

I made some changes and now is working, but the time has set is not working. For example, I've set to reopen the ticket to 13h and only reopened at 14:45. Any suggestions?

What changes should I do in cron?

amdkryn

Hi, Yes, I use the sysconfig Kix but I had already changed and that the next ticket status is changed to open. I made new tests and the "pending auto close +" and "pending auto close-" work, however, do not respect the date and time that I determine. Status was changed automatica...

amdkryn

Created the type "pending auto reopen" to reopen a ticket when the time expires, however, is not working. The option available but this does not work. My idea is that tickets to "reopen pending auto" switch to "open". The status "pending auto close +" and &quo...

amdkryn

Someone?

amdkryn

I use MasterSlave and I want the slave receives the events of "phone call inbound" and "outbound phone call" created in Master Ticket. Is it possible? In Core :: MasterSlave within System Config have the option: Ticket :: EventModulePost # # # MasterSlave to content (ArticleCre...

amdkryn

You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'LIMIT 10' at line 1 in (14,29); LIMIT 10' Yes, can you see it? . . Options are: clear the limit and/or remove the semicolon I interpreted that this limit would not ...

amdkryn

SELECT ticket.tn, tht.name FROM `ticket_history` th left join ticket on ticket.id = th.ticket_id left join ticket_history_type tht on tht.id = th.history_type_id WHERE th.history_type_id in (14,29); I copied and pasted exactly this command but with the error below: You have an error in your SQL syn...

amdkryn

WebRequestCustomer is ticket_history_type.id=29 PhoneCallCustomer is ticket_history_type.id=14 to find ticket_history_type ids: SELECT id,name FROM ticket_history_type select count(*), history_type_id from ticket_history where history_type_id in (14,29) group by history_type_id add numbers as neede...

amdkryn

Someone? Any suggestions on how to differentiate simple search or report?

amdkryn

Thanks for the reply. I had read about this bug (though confusing), know if there is any workaround?

amdkryn

Someone? Any suggestions to make as it was before?

amdkryn

How to generate report differentiating open tickets via email and by phone?
Can be with a simple search or report. I activated the opening of tickets by email and want to know which option is being used more.

tks,

amdkryn

Problem solved after installing version 6.0.3. Thank you.

http://www.cape-it.de/files/ChangeLogs/ ... RS_6-0.txt

(2014/03/10) - Bugfix: T2014031090000263 (ticket templates not working in customer frontend) (ddoerffel)

amdkryn

I upgraded to version 3.3.6 and now on PhoneOutbound articles, the FROM field shows OTRS System instead of Agent ID. When I make a phone call outbound, created the articles come with OTRS System ID on the "From" field. Before the update, it came with Agent ID, what I suppose it was right. ...

amdkryn

I sent an email to them and got a response "Reported the error is known and fixed in the next release." But did not inform a prospective date, only hope.

amdkryn

Please, does anyone have any tips?

amdkryn

It worked! Thank you very much. I changed the value quoted in the file and it worked.

amdkryn

Anybody?

amdkryn

Anybody?

amdkryn

Hi, From the customer screen I created some template ticket but when I try to use any of them the message below: Can not locate object method " GetUserData " via package " Kernel :: System :: CustomerUser " at / opt/otrs/KIX4OTRS/Kernel/System/TemplateGenerator.pm line 1458 . URL...

amdkryn

I found a way to solve it but do not know if it's better, but still have not had any problems. in http://otrs/otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Frontend::Agent::ModuleRegistration;SysConfigGroup=Framework;# I removed the content onclick="window.setTimeout(func...

amdkryn

Galera, finalmente eu achei onde fica o bendito arquivo para quem usa o KIX4OTRS. Precisa alterar o arquivo /opt/otrs/KIX4OTRSITSMIncidentProblem/Kernel/Modules/AgentTicketPhone.pm (o via e-mail também), próximo a linhas 2498 e 3170 do arquivo, alterando os valores do PossibleNone para 0 igual ao su...

amdkryn

Hi, My situation is the following: In the Dashboard table, there are some columns (as the title of ticket), which have a very short text, I want to increase the text size of this column. For example: The text is "zzzzzzzzzzzzzzzzzzzzzz", but the width of this column showing a few character...

amdkryn

Nobody?

amdkryn

Encontrei onde eu estava errando graças a uma dica no forum em inglês. Eu havia criado um campo dinâmico como artigo ao invés de tipo ticket. Na versão 3.3.5 (não validei as anteriores), ficou muito mais fácil.

amdkryn

It worked! Thank you, I had created with the article type. With the Ticket type worked.

amdkryn

Vamos lá galera, deem ao menos uma sugestão....

amdkryn

I do not need to add information to the Customer, but I want to display on the Ticket Information screen (Sidebar). Know tell me how can I do?

amdkryn

For those interested, the problem of exporting the report with accents (PT-BR) was solved with the following configuration (/opt/otrs/Custom/Kernel/Modules/AgentSurveyExport.pm): Under "user Kernel ::System::HTMLUtils;" add "use Encode;" and in line 110, change as code below: ret...

amdkryn

Não sei como excluir o tópico. Para não deixa-lo sem resposta e após tanto tempo usando o OTRS acredito que a solução para o problema que eu tinha era devido a falta de um módulo perl ou configuração errada (eu tenho que usar o SMTPTLS, por exemplo).

amdkryn

Created a dynamic field and put the screens opening called, however, want the information (inserted into the opening of the ticket) appears in the "Call info" or "Customer Information" screen - These panels are on the right side on the screen the call. Have added my dynamic field...

amdkryn

I upgraded to OTRS 3.3.5 and KIX4OTRS 6.0.2 and now when i click on the "Customer Information Center" nothing appears, the screen goes dark instead of displaying the fields to search the Customer. It only happens if I'm in the dashboard. When I press "ESC" return to the Dashboard...

amdkryn

It worked! Thank you very much.

amdkryn

Updated the OTRS version 3.2.9 to 3.3.35 with Kix4otrs 6.0.2. After upgrading the Survey this error when I try to view any item. Error message: Can not locate object method "CountRequest" via package "Kernel :: System :: Survey" at / opt / otrs / Custom / Kernel / Modules / Agent...

amdkryn

Alguém????

amdkryn

Galera, Durante o teste de SQL via "Support Info" do OTRS qual o tempo médio que o sistema de vocês apresenta? Meus tempos estão muito altos com base na mensagem mas o desempenho esta satisfatório. Instalei do zero a versão 3.3 com ITSM e mais nada, o resultado foi o abaixo: KEY VALUE TIME...

amdkryn

Galera, criei um campo dinâmico e coloquei nas telas de abertura de chamado, porém, quero que a informação (informada na abertura) apareça na tela de "Informação do Chamado" ou "Informação do Cliente" - Essas painéis ficam ao lado direito na tela do chamado. Já adicionei o meu ca...

amdkryn

Comigo não funcionou... será que é o KIX4OTRS ou que depende de alguma outra alteração? Olá Amdkry Conseguiu resolver o problema com o video tutorial que eu postei no YouTube? Desculpe a demora, eu não havia recebido o aviso de atualização do Post. Segui o procedimento do vídeo mas ainda não funcion...

amdkryn

Retomei esse assunto só agora, peço desculpas por não ter lido antes. Refiz o teste em um ambiente de homologação e comigo não funciona. Executei o script otrs.DeleteCache.pl e também não funcionou.. inclusive reiniciei e nada. Alterei diretamente o arquivo /opt/otrs/Kernel/Modules/AgentTicketPhone....

amdkryn

BUMP

amdkryn

Desculpe a demora, eu não havia recebido o aviso de atualização do Post. Segui o procedimento do vídeo mas ainda não funciona. Alterei o valor de 1 para 0 em ambas as chaves. No vídeo ele recomenda copiar o AgentTicketPhone.pm para a pasta Custom/Kernel/Modules/ mas o AgentTicketPhone.pm já existia ...

amdkryn

Galera, Tem como tornar automático a SLA com base no serviço? Eu criei os serviços e as SLA's, mas no momento de abrir o chamado, a SLA fica com - ao invés de preencher automaticamente. O estranho é que eu tenho a impressão que funciona automaticamente antes de atualizar para a versão 3.2.9 e ITSM 3...

amdkryn

Eu finalmente achei a resposta. Eu havia configurado o PostmasterUserID com o ID do meu usuário (que é 2) - dentro de "Core::PostMaster". Alterei para 1 e problema resolvido.

Obrigado

amdkryn

I finally found the answer. I had configured the PostmasterUserID with my user ID (which is 2) in (Core::PostMaster). Changed to 1 and problem solved.

thank you

amdkryn

amdkryn wrote:I copied the code and saved in place of the original but the accents do not work yet. Any other tips?

Someone?

amdkryn

I copied the code and saved in place of the original but the accents do not work yet. Any other tips?

amdkryn

I do not sure, I believe that is the default.
A consultant had already corrected other reports, but this has not yet and I want to learn to solve.

I changed the quoted text did not work. Any other suggestions?

amdkryn

Hi! I need to export values with accent (ã, õ, á,ó...) to CSV file from OTRS Survey, but isn't possible. Link for example: http://server/otrs/index.pl?Action=AgentSurveyExport;SurveyID=2 Each column that has accent is truncated in file exported. How can i change the character encoding from the expor...

Search found 187 matches