Znuny Open Source Ticketsystem

ndhvu275

Anyone met this issue, please share a bit. Thanks

ndhvu275

Thanks Mod for your recommend. But it's really an issue on production, just post to hope someone met and solved the same issue

ndhvu275

Hello all, Sometime, I am get a Deadlock error logs when creating tickets. It took over 1 week, but I cannot solve it. Please help me Server info - OTRS 4.0.9 installed on CentOS 6 - MySQL db servers use Galera cluters Error log Jul 26 19:15:51 otrs02 GenericInterfaceProvider-11[11224]: [Error][Kern...

ndhvu275

hi,

this post was long time, but is there any way to get external customer data via SOAP? Some customer does not allow to get customer data directly via view (using customer backend)

ndhvu275

I'm creating a ticket report as a customization. In the my OTRS 4.x system can have ticket and task (creates via split functionality), But I'd like to count all tickets had been created in a period time, not count tasks. So how do you know the difference between a task and a ticket? Typically that ...

ndhvu275

Hi,

This is my blocking issue. Please somebody, experts, guru help me

Thanks
Vu Nguyen

ndhvu275

Dear, I'm creating a ticket report as a customization. In the my OTRS 4.x system can have ticket and task (creates via split functionality), But I'd like to count all tickets had been created in a period time, not count tasks. So my query would be SELECT Count(DISTINCT ticket.id) AS COUNT FROM ticke...

ndhvu275

First, thank your reply Many information are stored as IDs with foreign keys, are the two OTRS instances identical? (E.g. instance A has a custom ticket status "waiting for third party". Does instance B has the same status? Are the IDs of those status identical? The same accounts for queue...

ndhvu275

Thanks for your helps, Now I have a new requirement from customer. Two companies are working with 2 different OTRS systems, there is a change all staffs company A will move to company B. Then, they want to move all pending tickets from OTRS A to OTRS B as migration data. The pending tickets includes...

ndhvu275

Hi, Finally. I sovled this issue by a customization. For example I want to display column Customer City on AgentTicketQueue overview In original file Custom/Kernel/Output/HTML/TicketOverviewSmall.pm. Find the words "# customer info (customer name)" and customize as below # customer info (c...

ndhvu275

Dear all, I'm working with multi projects (OTRS) at the same time, but the version OTRS for each project is different. Currently, I have to use multi virtual machines, but it is uncomfortable for developers. Is it possible to install 2 OTRS instance on Windows, not using virtual machines? Please giv...

ndhvu275

Hi, I'm working with OTRS 3.3, I'm trying to config a customer field in queue overview, but not found yet. My question is: - Is it possible to do by config? If yes, please show me where in sysconfg - I know it is possible to show dynamic field in queue overview, so I config the mapping customer fiel...

ndhvu275

Hi,

It's simple just config in Frontend::CustomerUser::Item###17-ClosedTickets, enable it.

Vu Nguyen

ndhvu275

Anyone know how to config? please help me thanks

Vu Nguyen

ndhvu275

Dear,

I'm working with OTRS 3.3, is it possible to show the close tickets in customer information by configuration, please see the picture

2-25-2014 5-59-27 PM.png

I remember it was displaying in OTRS version 3.2. Please help me

Thanks a lot

Vu Nguyen

ndhvu275

Hi, Where can I execute to copy, paste or forward? Could you explain more detail depends on the system you are using: Windows: STRG+C -> STRG+V Mac: CMD+C -> CMD+V Florian Sorry wurzel, I'm still not understand, what screen I have to do like that or I have to develop? Thanks Vu Nguyen

ndhvu275

if you wan't to upgrade read the UPGRADING file of the new version and have a look in the admin book on http://doc.otrs.org/3.3/en/html/upgrading.html Thanks your idea, but my customer don't want to do that. They just want to migrate the open tickets to the new system I'm going to use create OTRS w...

ndhvu275

wurzel wrote: copy - paste or forward.

Hi,

Where can I execute to copy, paste or forward? Could you explain more detail

Thanks

ndhvu275

Dear all,

I'm facing an issue to migrate ticket data from the old OTRS to new OTRS, I don't know how to do that. I'm just thinking I have to migrate via script direct in database

Anyone know how to do this issue? Please help me tks

Vu Nguyen

ndhvu275

Thanks reneeb, my issue was sovled. There is a small I would like to share with you. In the external customer database, for example the firstname field with varchar(50), but you put the data is longer than varchar(50) (data is Téster-èìhmGiIiVîavyëEvëézAhàoVvXPrýSnLHäLHWéìóapÿ). Then, in the AgentTi...

ndhvu275

Hi ndhvu275, I am using 3.0 so not able to do this as I am getting error when using your code..,.. And please let me know how to create a event for this? Hi, In folder /opt/otrs/Kernel/System/Ticket/Event, you create a new file (event file). For example the name is UpdateToParent.pm. Then you can r...

ndhvu275

The collation of customer backend is SQL_Latin1_General_CP1_CI_AS
However, in OTRS system. I can query the right customer data via command line as below

12-19-2013 8-39-39 AM.png

file odbc.ini

12-19-2013 8-43-31 AM.png

ndhvu275

Dear, I'm using OTRS 3.3.x on CentOS 64 bit, my OTRS is using the customer data backend from the external MS SQL database, the connection via DSN OBDC of Microsoft. But there are something wrong displaying the customer name My customer name in external database is : Servië Somalië Oekraïne Tunesië B...

ndhvu275

If the database is not utf-8, you have to declare what charset it uses! Actually I cannot access to customer data. So I just disabled charset like above, my system is running OK with data is utf-8 and not utf-8. But it maybe impact to others I never know. I would like to ask "Is it acceptable ...

ndhvu275

jojo wrote:ensure that your database is utf8

What happen if my DB is not utf-8? Maybe I have to disable charset utf-8 in customer backend file in picture. That means it is acceptable for all kinds of charset in incoming data, is it correct?

12-13-2013 11-12-07 AM.png

Thanks

Vu Nguyen

ndhvu275

reneeb wrote:It's most likely an error in your .sopm or your config-XML...

Yes thanks. It's really an error from my .sopm. It's now ok.

Thanks again
Vu Nguyen

ndhvu275

Hi, I'm facing this issue as well when searching customer in AgentTicketPhone screen, customer data is from external database MS SQL. Did you solve it? Please share to me some idea. I'm using OTRS 3.3.x, the package JSON::XS is version 2.3 The error maybe JSON cannot understand some strange characte...

ndhvu275

Dear, I'm facing some errors related to XML::Parser when building a custom package with OTRS version 3.3.x. As I know with the OTRS version 3.2.x, package XML::Parser was using version 1.40, but it's changed into 1.41 in OTRS version 3.3.x. Below picture is my error What can I do with it? Please hel...

ndhvu275

Hi,

I did it by a customization. You can go to file /opt/otrs/Kernel/Ticket/Event/NotificationEvent.pm, let make a filter "no customer" in it

Vu Nguyen

ndhvu275

I can make ACL to show/hide dynamic filed base on a queue is selecting. Maybe you did this? http://forums.otterhub.org/viewtopic.php?f=60&t=8032 Yes, thanks. Finally, I have to develop like you guided. It's acceptable for now, but for later my customer wants to show/hide a dynamic field base on...

ndhvu275

Hi,

In the old version is 3.2, I can make ACL to show/hide dynamic filed base on a queue is selecting. It's really bad to block it for this version. Btw, is there any way to do like this? Please help me

Thanks
Vu Nguyen

ndhvu275

Dear all, I'm trying to work OTRS version 3.3, it's really nice to be included ACL configuration. But I'm facing an issue: I want to hide my dynamic field when enter AgentTicketPhone screen, this dynamic field will be appeared when 'Taken BO' queue is selected. I configured as below but it's not wor...

ndhvu275

Dear all,

I'm working on otrs 3.3, I'm trying to config a filter with CustomerID = null in a Notification Event. Is it possible with regex? Do you have any idea about please help

Thanks

Vu Nguyen

ndhvu275

Hi all, I'm using a package OTRSSignatureImages-1.1.1 to upload image in Signature. A strange! a jpeg image cannot display in email that OTRS sent out to my mailbox, however it can display in OTRS. I tested many times, it's happening with jpeg file only. This maybe a bug from package or I's wrong so...

ndhvu275

The Generic Interface also provides the possibility to develop invokers as it allows queuing. So you should use the GI Framework and not just an event module Hi jojo, I will investigate to develop with GI framework. Do you have any link is talking about it like an example? Please give me Thanks so ...

ndhvu275

Hi, For development, let follow: http://blog.otrs.org/2012/10/03/easy-ticket-creation-via-generic-interface/#more-1122 Back to an example to sync tickets between 2 OTRS, like: if I udpate/create a ticket in OTRS A, this would be synced in OTRS B. Below is my development: - In this case, OTRS B is a ...

ndhvu275

the out of the box webservice waits for another sytem to connect. So you need to develop a module that connects to the other system Hi jojo, I'm wondering, is it possible a requester of service on OTRS A call a provider (eg: TicketCreate) of service on OTRS B? Do by configure in webserver? Thanks Vu

ndhvu275

Hi, I think that could be possible with Webservices. (I never did this) Flo Dear all, I'm facing the same issue, I'm thinking to use webservice as well. But I don't know to config or I have to develop something? I tried to follow this http://doc.otrs.org/3.2/en/html/webservice_gui.html. But now my ...

ndhvu275

There is no need to add any field to queue for any reason, especially not for security, routing, or identification. Thanks your recommendation, it's really good information to consult for my customers. But in this case, my customer want to do like above, they designed already. Finally, I could find...

ndhvu275

crythias wrote:ok... I'm not sure what you're trying to accomplish, but everything you generally want to do is stuff that's happening before it hits the queue.

Anyway thank you. Maybe I have to develop a field on Create Queue screen, that's also the design from customer to me

Vu Nguyen

ndhvu275

Let's say your CompanyA has an otrs email address of CompanyASupport@yourotrs (Customer based queues are a pain to manage and unnecessary. The Queues are for Agents, and what *they* can do, not for who sends the message.) You'll set your postmaster mail settings for that email to go to QueueA. Now,...

ndhvu275

Hi Crythias, The requirement like below: 1. Define 2 customer backend from external DBs, for example they name A, B. 2. In Create Queue screen, I want to define a dropdownlist field names "External customer". It must be select A or B 3. My OTRS is using Postermaster to create ticket via in...

ndhvu275

Dear all, Is it possible to add a field into Queue screen of Admin page? it like to define a filed in Agent screen using Kernel::Output::HTML::PreferencesGeneric. Below pic is my example In Create Queue screen, how can I do like this? http://forums.otterhub.org/download/file.php?mode=view&id=235...

ndhvu275

reneeb wrote:Make an AgentTicketPhoneNguyen.pm, create a config file that has all the options for AgentTicketPhone adopted for AgentTicketPhoneNguyen, deactivate AgentTicketPhone.

Ah this is a really nice solution. Thank you very much, I will do like this

Thanks again

Vu Nguyen

ndhvu275

check the README file in the Custom directory Hi jojo, First thank you, I know it. As my above exmaple, the AgentTicketPhone.pm is already used in another package, it's also placed in /Custom folder. The problem if I use this file to customize and make a package as well, during installation the err...

ndhvu275

crythias wrote:Use Generic Agent to set a DynamicField for multiple tickets.

Yes,it's a nice solution. Thanks so much

ndhvu275

Dear all, I had a problem with can not use a file is already existed in other package. This is my error Can't install/upgrade package, file Custom/Kernel/Modules/AgentTicketPhone.pm already used in package OTRSxx-x.x.x I know I have to reuse AgentTicketPhone.pm is existing to customize more. I also ...

ndhvu275

reneeb wrote:After a quick look at the config files I assume that you need to change the sources...

Thanks reneeb, yes of course

ndhvu275

Dear all,

Is it possible to enable dynamic field in Bulk view?

Thanks

Vu Nguyen

ndhvu275

The concept is this: 1) create a vanilla/base install of OTRS without configuration changes. 2) determine a diff of the base install of Config.pm and the Config/Z*Auto.pm 3) ignore the parts in diff for Config.pm related to the database connection. 4) store the diff information as a file and copy i...

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