Search found 213 matches

by eandrex
03 Feb 2016, 23:16
Forum: Help
Topic: Manage how often pending reminder notifications are sent
Replies: 1
Views: 783

Re: Manage how often pending reminder notifications are sent

It seems to be a cronjob that runs every 120 minutes looking for pending stuff to do (closing tickets, notifications)

https://github.com/OTRS/otrs/blob/rel-4 ... _jobs.dist
by eandrex
03 Feb 2016, 17:43
Forum: General
Topic: Restrict a queue to a service
Replies: 2
Views: 1055

Re: Restrict a queue to a service

Hi, you can do this by using ACL http://otrs.github.io/doc/manual/admin/stable/en/html/customization.html#acl if you are really using OTRS 3.1.1 you should update to a more recent version $Self->{TicketAcl}->{'10-RestrictQueue'} = { # match properties Properties => { # current ticket match propertie...
by eandrex
03 Feb 2016, 15:36
Forum: General
Topic: How to set customer_user_id = email in new ticket
Replies: 4
Views: 1730

Re: How to set customer_user_id = email in new ticket

Hi, You forgot to rebuild your config and just in case, delete cache(I had to do it in order to see the changes)

perl otrs.RebuildConfig.pl
perl otrs.DeleteCache.pl
perl otrs.SetPermissions.pl
service httpd restart graceful
by eandrex
02 Feb 2016, 17:49
Forum: Help
Topic: log error after upgrading from otrs 4 to 5.0.6
Replies: 19
Views: 12630

Re: log error after upgrading from otrs 4 to 5.0.6

Well, if that is the case, in /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm should be a reference to $Self->{"Frontend::NotifyModule"}->{"800-Scheduler-Check"} = ... and since it is not recommended to touch that file manually, you should add the following to /opt/otrs/Kernel/Config.p...
by eandrex
01 Feb 2016, 21:33
Forum: Help
Topic: log error after upgrading from otrs 4 to 5.0.6
Replies: 19
Views: 12630

Re: log error after upgrading from otrs 4 to 5.0.6

Well, the files does not seem to be part of OTRS 5 (https://github.com/OTRS/otrs/tree/rel-5_0/Kernel/Output/HTML) but it does belong to OTRS 4 -your previous version- (https://github.com/OTRS/otrs/tree/rel-4_0/Kernel/Output/HTML), so I guess it is a leftover from a configuration file https://github....
by eandrex
01 Feb 2016, 21:26
Forum: General
Topic: Implement Webservice into Other Website
Replies: 1
Views: 837

Re: Implement Webservice into Other Website

Not to be rude, but if you dont know where to go, you are better hiring a <INSERT HERE THE LANGUAGE shopabcdefgh.com is built on> developer with knowledge in consuming RESTful API/SOAP Webservices and provide him these docs: http://otrs.github.io/doc/manual/admin/stable/en/html/genericinterface.html...
by eandrex
28 Jan 2016, 22:06
Forum: General
Topic: How to set customer_user_id = email in new ticket
Replies: 4
Views: 1730

Re: How to set customer_user_id = email in new ticket

I think you need to change your Customer Backend https://github.com/OTRS/otrs/blob/rel-3_3/Kernel/Config/Defaults.pm#L1330 But note that by doing that, your current setup *might* behave strange (like missing tickets)... and in order to fix that, you woul have to update the tickets table to reflect y...
by eandrex
28 Jan 2016, 21:53
Forum: Help
Topic: Creating "Customer users" via external webpage
Replies: 1
Views: 790

Re: Creating "Customer users" via external webpage

Your OTRS installation comes with a way to do that. Just point your web browser to http://yourotrsdomain.com/otrs/customer.pl#Signup And if you dont like the look and feel, you can create your own skin/template Edit: If you really want to do it in an external page.. just create that web page in some...
by eandrex
28 Jan 2016, 20:14
Forum: Ayuda
Topic: Problema con http://localhost/otrs/installer.pl
Replies: 3
Views: 2810

Re: Problema con http://localhost/otrs/installer.pl

La verdad es que Windows Server 2003 por ser tan viejo, el instalador pudo haber fallado justo al momento de modificar la instancia de IIS que corre en el servidor. En una instalación correcta de OTRS en Windows (usando el installer), se crea en el "Default Site" de IIS lo siguiente una ap...
by eandrex
28 Jan 2016, 20:08
Forum: General
Topic: Crear un nuevo ticket fecha pasada
Replies: 2
Views: 1933

Re: Crear un nuevo ticket fecha pasada

Llevo 1 semana con OTRS y esta misma pregunta me la hice esta mañana. De momento la única solución que he encontrado es poner la fecha de Windows al mismo día de la incidencia y abrirla. Un saludo Yo la verdad dudo que esa solución que encontró funcione, ya que cuando se crea el ticket se usa la fu...
by eandrex
20 Jan 2016, 22:30
Forum: Ayuda
Topic: Problema con http://localhost/otrs/installer.pl
Replies: 3
Views: 2810

Re: Problema con http://localhost/otrs/installer.pl

Usted instaló cada uno de los componentes por separados, o usó el instalador que en su momento OTRS ofreció?
/otrs/index.pl funciona correctamente?

El error que se le está presentando es debido a una mala configuración del servidor web.
by eandrex
11 Jan 2016, 22:29
Forum: General
Topic: OTRS Reports
Replies: 6
Views: 4623

Re: OTRS Reports

Hello, If your "customers" are literally agents that can login in the agent interface (otrs/index.pl), then *there is* a workaround you can do in order to acomplish what you need. Workaround: -Create as many groups as deparments you have. -Agents that need to generate their own reports mus...
by eandrex
10 Jan 2016, 22:00
Forum: General
Topic: OTRS Reports
Replies: 6
Views: 4623

Re: OTRS Reports

Well, the reports you need dont look too complex and they can be generated in the SQL Box and export as CSV. Log in as administrator, go to "Admin" -> "SQL Box" (Bottom right). However, by reading your initial post, it seems like you want a mechanism for your customers to generat...
by eandrex
08 Dec 2015, 03:13
Forum: General
Topic: OTRS 5 phone home (and how to disable it, and more)
Replies: 6
Views: 2674

Re: OTRS 5 phone home (and how to disable it, and more)

Code: Select all

My advice to all of you: it's the time to design a plan to move away from OTRS at all.
Someone already started it viewtopic.php?f=64&t=30980 :D

Edit: nvm, I didnt see you already replied there.
by eandrex
06 Nov 2015, 21:42
Forum: Help
Topic: [SOLVED] Limiting the number of replies in the module "Survey Module"
Replies: 2
Views: 1080

Re: Limiting the number of replies in the module "Survey Module"

Create the questions as "Radio" instead of "Checkbox"
by eandrex
09 Oct 2015, 20:03
Forum: General
Topic: Seeking ideas for not displaying an error in Process Tickets
Replies: 4
Views: 1390

Re: Seeking ideas for not displaying an error in Process Tickets

I see your point and it is valid.. Assuming that the dynamic field "ProcessManagementActivityID" holds the current activity id of the proccess ticket, we could come with something like check if it a proccess ticket and compare the current ActivityID..it could work, because if i am not wron...
by eandrex
09 Oct 2015, 17:18
Forum: General
Topic: Seeking ideas for not displaying an error in Process Tickets
Replies: 4
Views: 1390

Re: Seeking ideas for not displaying an error in Process Tickets

I Havent worke too much with proccess, but i guess that all of this occurs in the "AgentTicketZoom", so my advice would be this. From your profile info i see you are using OTRS 3.3, so in OTRS 3.3, in AgentTicketZoom.pm from line 138 to 146 looks like this https://github.com/OTRS/otrs/blob...
by eandrex
06 Oct 2015, 17:51
Forum: General
Topic: Access config option from custom module [SOLVED]
Replies: 2
Views: 1107

Re: Access config option from custom module

Try my $ConfigOption = $Kernel::OM->Get('Kernel::Config')->Get(Ticket::EventModulePost')->{'TestNotify'}->{'Channel'}; But if you want to get those values from the module itself(in this case 'Kernel::System::Ticket::Event::TestNotify') I think those are passed as arguments in the Run method i would ...
by eandrex
02 Oct 2015, 22:16
Forum: General
Topic: change module loaded after creating new agent
Replies: 1
Views: 970

Re: change module loaded after creating new agent

Well, According to https://github.com/OTRS/otrs/blob/rel-4_0/Kernel/Modules/AdminUser.pm#L410 if you disable the AdminUserGroup module, it would redirect you to AdminRoleUser module.. but i guess that disabling AdminUserGroup is not an option for you since you may use it in a future.. so yeah, most ...
by eandrex
02 Oct 2015, 15:22
Forum: Help
Topic: [Solved] TicketStateUpdate not triggered
Replies: 3
Views: 1357

Re: TicketStateUpdate not triggered

Well, it is weird that it doesnt work..Another way to implement this, is by using the GenericAgent "Admin" -> "Generic Agent" -> "AddTask" Expand the "Execution based on events" and Add "TicketStateUpdate" in ticket filter, select the states if neces...
by eandrex
02 Oct 2015, 15:14
Forum: General
Topic: Dynamic field question
Replies: 8
Views: 3226

Re: Dynamic field question

i just realised that the $.getJSON wont work(assuming that the perl code is correct and the otrs configuration is right) this one should work $.getJSON('public.pl',{ Action : 'MyModule' },function(data){ $.each(data, function(index, value){ $("#DynamicField_MyDynamicField").append($("...
by eandrex
02 Oct 2015, 15:10
Forum: General
Topic: Session ID is Invalid (only for some users including the Admin)
Replies: 11
Views: 4742

Re: Session ID is Invalid (only for some users including the Admin)

It is a file.. it is located in /opt/otrs/Kernel/Config.pm edit it only if you know what you are doing, else you may end screwing your system. Another option(safer than before) is by creating a new admin user.. to do so, log in into your system using putty/ssh..after that go to /opt/otrs/bin cd /opt...
by eandrex
01 Oct 2015, 16:46
Forum: General
Topic: Session ID is Invalid (only for some users including the Admin)
Replies: 11
Views: 4742

Re: Session ID is Invalid (only for some users including the Admin)

Did you upgrade your OTRS(I remember reading about session problem after upgrades)? or is it a clean OTRS 4.0 install? As a workaround, you might try to switch the session backend. Switch from DB to FS. To do so, add this to your Config.pm $Self->{SessionModule} = 'Kernel::System::AuthSession::FS';
by eandrex
26 Sep 2015, 00:06
Forum: Ayuda
Topic: Servicios=>Customers
Replies: 2
Views: 2157

Re: Servicios=>Customers

Cuando usted está en CustomerUser<>Services, al lado izquierdo hay un botón que dice "Servicios por defecto" o "Default services"... los que seleccione ahí se asociarán a todos los usuarios creados o por crear.
by eandrex
25 Sep 2015, 16:22
Forum: General
Topic: Dynamic field question
Replies: 8
Views: 3226

Re: Dynamic field question

You can get the same "functionality" by registering a public module. Something like this: Kernel/Config/Files/MyModule.xml <otrs_config version="1.0" init="Framework"> <ConfigItem Name="PublicFrontend::Module###MyModule" Required="0" Valid="1&qu...
by eandrex
22 Sep 2015, 18:23
Forum: General
Topic: Problem with perl(YAML::XS)
Replies: 11
Views: 8085

Re: Problem with perl(YAML::XS)

Well, the problem could be that perl-YAML-XS was not available in standard Centos 6 packages repositories, so by installing EPEL (https://fedoraproject.org/wiki/EPEL) you expand the repositories of your system, so whenever you want to install a desired package, your system will look up in the instal...
by eandrex
22 Sep 2015, 17:57
Forum: General
Topic: Problem with perl(YAML::XS)
Replies: 11
Views: 8085

Re: Problem with perl(YAML::XS)

Try these:

Instal epel

Code: Select all

yum install -y epel-release
After that, try

Code: Select all

yum install -y "perl(YAML::XS)"
or the one you just tried

Code: Select all

yum install -y perl-YAML-XS
by eandrex
22 Sep 2015, 15:26
Forum: General
Topic: Otrs TestSimple.pm (Invoker)
Replies: 13
Views: 2914

Re: Otrs TestSimple.pm (Invoker)

To achieve that, you would need an instance of http://otrs.github.io/doc/api/otrs/3.3/Perl/Kernel/System/Ticket.pm.html then invoke TicketGet Something like ... my %Ticket = $TicketObject->TicketGet( TicketID => $Param{Data}->{TicketID} ); return { Success => 1, Data => { %Ticket } };
by eandrex
18 Sep 2015, 22:35
Forum: General
Topic: [SOLVED] Otrs send soap message to webservice
Replies: 11
Views: 2581

Re: Otrs send soap message to webservice

Copy <OTRS_ROOT>/Kernel/GenericInterface/Transport/HTTP/SOAP.pm to <OTRS_ROOT>/Custom/Kernel/GenericInterface/Transport/HTTP/ Create that directory tree if it doesnt exist in your system Edit <OTRS_ROOT>/Custom/Kernel/GenericInterface/Transport/HTTP/SOAP.pm Change this line https://github.com/OTRS/o...
by eandrex
18 Sep 2015, 22:13
Forum: General
Topic: [SOLVED] Otrs send soap message to webservice
Replies: 11
Views: 2581

Re: Otrs send soap message to webservice

Hello, I managed to do something that made the 'trick' Affected file: <OTRS_ROOT>/Kernel/GenericInterface/Transport/HTTP/SOAP.pm To see what changed in that file, look over: https://www.diffchecker.com/xcerj4nt Changes can be seen in lines: 447, 565, 571 if you dont want to override the default file...
by eandrex
18 Sep 2015, 20:45
Forum: General
Topic: [SOLVED] Otrs send soap message to webservice
Replies: 11
Views: 2581

Re: Otrs send soap message to webservice

Mmm, I dont know a lot about WCF, so i cant help you with it, however, the other option left is to modify https://github.com/OTRS/otrs/blob/rel-3 ... TP/SOAP.pm to add the namespace.

Ill try that later today
by eandrex
18 Sep 2015, 19:43
Forum: General
Topic: [SOLVED] Otrs send soap message to webservice
Replies: 11
Views: 2581

Re: Otrs send soap message to webservice

Does your method in your .Net webservice project has [WebMethod] before its signature? (I know it may be logic, but it is better to discard that)..because the forum post you referenced in your first message solves the problem (if everything is configured right).. Can you provide full OTRS as Invoker...
by eandrex
18 Sep 2015, 18:26
Forum: General
Topic: How to update 4.0.0 for 4.0.12
Replies: 1
Views: 717

Re: How to update 4.0.0 for 4.0.12

You should have read UPGRADING.md carefully.

you get errors of the type "table already exists" is because you are probably executing the *.sql scripts or DBUpdate-To-4.pl

If you are doing patch level upgrades, you can ommit these steps
by eandrex
18 Sep 2015, 18:15
Forum: General
Topic: CAMPOS DINÁMICOS TABLA EN BD
Replies: 1
Views: 1464

Re: CAMPOS DINÁMICOS TABLA EN BD

dynamic_field_value
by eandrex
18 Sep 2015, 18:12
Forum: General
Topic: [SOLVED] Otrs send soap message to webservice
Replies: 11
Views: 2581

Re: Otrs send soap message to webservice

Does your .Net Webservice namespace match the one you defined in OTRS? in your .Net you should have something like this(at the very begining) [WebService(Namespace = "http://example.com/Whatever")] then you must define "http://example.com/Whatever" in your "OTRS as Invoker&q...
by eandrex
17 Sep 2015, 15:39
Forum: General
Topic: Dynamic field question
Replies: 8
Views: 3226

Re: Dynamic field question

If I understood correctly, then this *should* do the trickt for your first need: Create a ticket dynamicfield of type "Text" your second point: Install this addon(make sure it matchs your otrs version) http://opar.perl-services.de/dist/DynamicFieldRemoteDB-1.3.0 and configure it to connect...
by eandrex
12 Aug 2015, 19:17
Forum: Developers
Topic: Problem cascading state update event
Replies: 5
Views: 2621

Re: Problem cascading state update event

Kinda weird what you are expecting.. and without source code it gets a bit harder to help you.. what I'd do in your case,would be edit Module 1 and from there Invoke your module 2.. if Module1 fires on events, it should hold the old ticket data you are looking for so I'd do something like this Modul...
by eandrex
11 Aug 2015, 15:50
Forum: Developers
Topic: Problem cascading state update event
Replies: 5
Views: 2621

Re: Problem cascading state update event

Hi, So you say that Module 1 is provided by OTRS AG. My question is, it stops working after you enable your custom "Module 2" or if it doesnt work at all? if it doesnt work at all, your best bet is asking them directly for support. On the other hand, if it stops working right after you ena...
by eandrex
10 Aug 2015, 22:45
Forum: Developers
Topic: Problem cascading state update event
Replies: 5
Views: 2621

Re: Problem cascading state update event

Well, maybe start showing us the code of your Module 1 and how you registered it in your OTRS And when you say certain database changes will happen do you modify the OTRS DB directly or using OTRS API? by the way, to do this If ticket changes from state A to state B, ticket will revert back to state...
by eandrex
06 Aug 2015, 18:55
Forum: ¿Cómo lo hago?
Topic: Problema con index.pl e installer.pl(Solucionado)
Replies: 4
Views: 3573

Re: Problema con index.pl e installer.pl

Información sobre sistema operativo sería de gran ayuda y sobre todo cual servidor web está usando y sus logs
by eandrex
29 Jul 2015, 21:04
Forum: Help
Topic: Modify webservice Envelope
Replies: 2
Views: 1056

Re: Modify webservice Envelope

at the end of your "PrepareRequest" method, did you try the "following"? return { Success => 1, Data => { model => { instance => { Urgency => '1 low', Category => 'incident', Title => 'OTRS Ticket', #And so on.. }, }, }, };
by eandrex
11 Jul 2015, 21:30
Forum: Help
Topic: Error after upgrading OTRS Framework
Replies: 5
Views: 3849

Re: Error after upgrading OTRS Framework

Since you are doing minor upgrades, you could fix your problems by reinstalling all your packages in command line perl /opt/otrs/bin/otrs.PackageManager.pl -a reinstall-all if there is a new version of your package, you can update by perl /opt/otrs/bin/otrs.PackageManager.pl -a upgrade -p /path/to/m...
by eandrex
09 Jul 2015, 19:13
Forum: Help
Topic: FirstResponseInMin return 0
Replies: 11
Views: 4804

Re: FirstResponseInMin return 0

From i have seen(experienced) if the ticket doesnt have an SLA associated, it will show 0 for FirstResponseInMin and SolutionTimeInMin.. i dont know if it is your case
by eandrex
06 Jul 2015, 19:03
Forum: Help
Topic: iPhone app issue and performance
Replies: 10
Views: 8716

Re: iPhone app issue and performance

Hi, If you havent fixed your issued

in your <OTRS_HOME>/bin/cgi-bin/json.pl

edit
https://github.com/OTRS/iPhoneHandle/bl ... json.pl#L1

to point to your perl.exe path
by eandrex
24 Jun 2015, 18:46
Forum: Help
Topic: [SOLVED] Fail to Redirect to login page
Replies: 17
Views: 11241

Re: Fail to Redirect to login page

Try adding a few directives to your apache configuration.

Code: Select all

DocumentRoot /opt/otrs/var/httpd/htdocs
DirectoryIndex index.html
by eandrex
17 Jun 2015, 18:58
Forum: Developers
Topic: Run .Net Web Service from OTRS
Replies: 6
Views: 15544

Re: Run .Net Web Service from OTRS

You are adding [XmlElement(Namespace="")] in the wrong place. Add it before every argument your webmethod takes.

For example

Code: Select all

..
public .. MethodName([XmlElement(Namespace="")]int TicketID, 
 [XmlElement(Namespace="")]string SLA){
..
..
}
by eandrex
16 Jun 2015, 14:14
Forum: General
Topic: [CERRADO] OTRS Inquietud
Replies: 4
Views: 10398

Re: OTRS Inquietud

PrecioHoraLabor*HorasInvertidasEnMontarOTRS = Lo que usted va a cobrar por la mera implementación y parametrización del sistema. Ya de ahí la parte del Soporte, se la puede facturar mensual y de la misma forma: PrecioHoraLabor*HorasQuePrestóSoporte Ya todo depende de lo mucho que usted valore su tra...
by eandrex
16 Jun 2015, 14:10
Forum: Developers
Topic: Run .Net Web Service from OTRS
Replies: 6
Views: 15544

Re: Run .Net Web Service from OTRS

Well, you would have to edit the function definition on your .Net Code...and it is a .Net related question :).. but i went trhought same problem weeks ago, and here it is, your solution:

In your .net web service, preppend this to your arguments

Code: Select all

[XmlElement(Namespace="")]
by eandrex
29 May 2015, 20:44
Forum: Developers
Topic: [SOLVED] Create a session
Replies: 4
Views: 9773

Re: Create a session

UserLogin => For Agents
CustomerUserLogin => Customers.

Try changing UserLogin to CustomerUserLogin
by eandrex
13 May 2015, 23:12
Forum: General
Topic: Inclusion of the dynamic field in report
Replies: 8
Views: 3236

Re: Inclusion of the dynamic field in report

Hello, make sure the dynamic field was created targeting the "Ticket" object.