Search found 50 matches
- 18 May 2015, 09:51
- Forum: Help
- Topic: Additional customer information
- Replies: 4
- Views: 3640
Re: Additional customer information
help please anyone?
- 13 May 2015, 09:07
- Forum: Help
- Topic: Additional customer information
- Replies: 4
- Views: 3640
Additional customer information
Hello, What is the procedure to: 1. add extra fields to the Customer information (example. card number and expiry date) --> i have added the columns to the database and the lines to the config.pm to the customerUser map section (copied from the defaults.pm) [ 'UserField1', 'field1', 'field1', 1, 0, ...
- 12 May 2015, 10:05
- Forum: Ayuda
- Topic: ERROR LDAP [196] First bind failed! Bad file descriptor
- Replies: 1
- Views: 14272
Re: ERROR LDAP [196] First bind failed! Bad file descriptor
para recuperar a los clientes desde el LDAP, hay 2 formas, en el nuevo OTRS 4 puedes configurarlo directamente desde la interface, en los "antiguos" hay que hacerlo desde el config.pm ahora bien, checa bien tu defaults.pm para ver el Customer Information. Lo que debes hacer es crear un uti...
- 12 May 2015, 10:01
- Forum: Ayuda
- Topic: lentitud en OTRS
- Replies: 7
- Views: 18404
Re: lentitud en OTRS
modificaste algo en el sistema?
ve el log de OTRS y apache, igual MySQL
aveces otrs busca tablas que no existen en MySQL y eso causa muchos problemas de lentitud
ve el log de OTRS y apache, igual MySQL
aveces otrs busca tablas que no existen en MySQL y eso causa muchos problemas de lentitud
- 12 May 2015, 10:00
- Forum: Ayuda
- Topic: Cómo notificar a agente respuesta en ticket?
- Replies: 4
- Views: 14703
Re: Cómo notificar a agente respuesta en ticket?
normalmente cada agente lo selecciona en sus opciones personales, el hecho de recibir notificaciones y ser dueño o encargado del ticket, hace que automaticamente avise a este Cuando el cliente contesta..
- 12 May 2015, 09:58
- Forum: General
- Topic: Customer information
- Replies: 5
- Views: 4276
Re: Customer information
Or what may the procedure be to:
1. add extra fields to the Customer information (example. card number and expiry date)
2. make theese fields appear in the Customer widget upon ticket creation
3. make theese fields appear in the customerUser section in the ticket
1. add extra fields to the Customer information (example. card number and expiry date)
2. make theese fields appear in the Customer widget upon ticket creation
3. make theese fields appear in the customerUser section in the ticket
- 12 May 2015, 09:46
- Forum: Général
- Topic: Reconstruire une table corrompu.
- Replies: 3
- Views: 48594
Re: Reconstruire une table corrompu.
Il y a une solution simple qui pourrait marcher.. Dans le répertoire "SCRIPTS" il existent les scripts de création de la BDD dans les différents formats (MySQL, etc)... Il suffirait de le prendre, avec les sections concernées afin de "recréer" la BDD La solution que j'ai toujours...
- 12 May 2015, 09:39
- Forum: Aider
- Topic: Stats - Personnalisation des impressions PDF
- Replies: 1
- Views: 54331
Re: Stats - Personnalisation des impressions PDF
Il faut chercher dans la configuration du système:
onglet administration --> configuration du système
après tu peux chercher "pdf" dans le champ de recherche afin d'aller plus vite, et tu trouveras la configuration du PDF en impression
onglet administration --> configuration du système
après tu peux chercher "pdf" dans le champ de recherche afin d'aller plus vite, et tu trouveras la configuration du PDF en impression
- 11 May 2015, 10:42
- Forum: General
- Topic: Customer information
- Replies: 5
- Views: 4276
Re: Customer information
just added some new columns for my Customer information -->What steps did you take to do this? The steps i took: 1. I added 2 new columns in the table Customer_user table 2. I added those 2 new columns to the usermap in the sysconfig (copy & paste from the section in defaults.pm to my confing.p...
- 07 May 2015, 10:00
- Forum: General
- Topic: Customer information
- Replies: 5
- Views: 4276
Re: Customer information
Hello, after verifying the code i have this error; all of the added customers do not appear, only the entries/lines... in the DB they do exist... http://s2.postimg.org/j6ccu2fbd/customers1.png here is the config.pm / customerUserMap $Self->{CustomerUser} = { Name => 'Database Backend', Module => 'Ke...
- 06 May 2015, 15:08
- Forum: General
- Topic: Customer information
- Replies: 5
- Views: 4276
Customer information
Hello,
I just added some new columns for my Customer information, is there any way i can make them appear in the Customer information pannel on the new ticket screen?
I just added some new columns for my Customer information, is there any way i can make them appear in the Customer information pannel on the new ticket screen?
- 07 Aug 2014, 10:00
- Forum: Help
- Topic: Dynamic fields and ACL
- Replies: 1
- Views: 886
Dynamic fields and ACL
hello,
I try to make some ACL's concerning ticket creation and the "apearence" of certain dynamic fields while the ticket is being created. The question being how to condition certain dynamic fields to appear or dissapear during ticket creation by an ACL?
I try to make some ACL's concerning ticket creation and the "apearence" of certain dynamic fields while the ticket is being created. The question being how to condition certain dynamic fields to appear or dissapear during ticket creation by an ACL?
- 07 Aug 2014, 09:43
- Forum: Help
- Topic: Insert dynamic fields into DB
- Replies: 3
- Views: 1278
Re: Insert dynamic fields into DB
so, how may i insert a dynamic field type dropdown with about 70 values.... copy pasting in the admin interface?
- 06 Aug 2014, 15:14
- Forum: Help
- Topic: Insert dynamic fields into DB
- Replies: 3
- Views: 1278
Insert dynamic fields into DB
Hello,
I've been trying to do an INSERT into the MySQL database for a dynamic field, type dropdown... Even if i edit it on the workbench editor, it will not take the values i am giving it...
any ideas?
I've been trying to do an INSERT into the MySQL database for a dynamic field, type dropdown... Even if i edit it on the workbench editor, it will not take the values i am giving it...
any ideas?
- 19 Jun 2014, 15:28
- Forum: Help
- Topic: Otrs not verifying mail accounts
- Replies: 3
- Views: 1426
Re: Otrs not verifying mail accounts
existence...
I have to manually go to the mail accounts and click verify mail, if not there's nothing being processed
I have to manually go to the mail accounts and click verify mail, if not there's nothing being processed
- 19 Jun 2014, 09:38
- Forum: Help
- Topic: Otrs not verifying mail accounts
- Replies: 3
- Views: 1426
Otrs not verifying mail accounts
Hi
After configuring some mail accounts, theese are not automatically verified by OTRS, how do i configure OTRS to do this automatically? any file i should edit?
After configuring some mail accounts, theese are not automatically verified by OTRS, how do i configure OTRS to do this automatically? any file i should edit?
- 11 Jun 2014, 16:12
- Forum: Help
- Topic: Dynamic Dynamic fields
- Replies: 4
- Views: 1615
Dynamic Dynamic fields
Hello,
I am looking for a way to condition dynamic fields to appear or desapear in a ticket depending on the value of the first dynamic field.
example:
When system = 1 then dynamic Field 3 + 4 + 5 appears...
I am looking for a way to condition dynamic fields to appear or desapear in a ticket depending on the value of the first dynamic field.
example:
When system = 1 then dynamic Field 3 + 4 + 5 appears...
MOTD
hello,
Any ideas to display a MOTD that the agent has to aknowledge before continuing with his log on?
Any ideas to display a MOTD that the agent has to aknowledge before continuing with his log on?
- 11 Jun 2014, 14:37
- Forum: Help
- Topic: Toolbar: activated but no icons!
- Replies: 4
- Views: 2012
Re: Toolbar: activated but no icons!
hello, i just updated to OTRS 3.7 This is really new :) The toolbar is activated but no icons apear, by passing the mouse over, the funcionnality exists but no icon appears... any ideas how to fix this? :( Maybe there are some files not up to date. You can try: for type in custom_backup dist save;d...
- 11 Jun 2014, 11:31
- Forum: Help
- Topic: Multiple responsibles or watchers in a ticket?
- Replies: 9
- Views: 4303
- 06 Jun 2014, 12:14
- Forum: Help
- Topic: foreign key constraint fail
- Replies: 2
- Views: 1277
Re: foreign key constraint fail
indeed,
i corrected the error, and it came from the standard_template tables, which work better (for my system) Under MyISAM .... thank you anyhow!
i corrected the error, and it came from the standard_template tables, which work better (for my system) Under MyISAM .... thank you anyhow!
- 06 Jun 2014, 10:35
- Forum: Help
- Topic: foreign key constraint fail
- Replies: 2
- Views: 1277
foreign key constraint fail
Hello, When i try to add a response Template, this error message is showing up: Cannot add or update a child row: a foreign key constraint fails (`ctg-otrs`.`standard_template`, CONSTRAINT `FK_standard_template_create_by_id` FOREIGN KEY (`create_by`) REFERENCES `users` (`id`)), SQL: ' INSERT INTO st...
- 06 Jun 2014, 09:20
- Forum: Help
- Topic: Toolbar: activated but no icons!
- Replies: 4
- Views: 2012
Toolbar: activated but no icons!
hello, i just updated to OTRS 3.7
The toolbar is activated but no icons apear, by passing the mouse over, the funcionnality exists but no icon appears...
any ideas how to fix this?
The toolbar is activated but no icons apear, by passing the mouse over, the funcionnality exists but no icon appears...
any ideas how to fix this?
- 26 May 2014, 11:07
- Forum: Help
- Topic: LDAP script?
- Replies: 1
- Views: 846
LDAP script?
Hello,
I already integrated my LDAP so that agents are authentified. Does any one know if there is a script to get the LDAP groups and assign them roles on OTRS? ... My LDAP is quite big and doing this manually would take quite a lot of time...
thanks!
I already integrated my LDAP so that agents are authentified. Does any one know if there is a script to get the LDAP groups and assign them roles on OTRS? ... My LDAP is quite big and doing this manually would take quite a lot of time...
thanks!
- 14 May 2014, 15:28
- Forum: Help
- Topic: Dynamic fields
- Replies: 2
- Views: 1144
Re: Dynamic fields
Thank you very much!
- 14 May 2014, 11:32
- Forum: Help
- Topic: Dynamic fields
- Replies: 2
- Views: 1144
Dynamic fields
General question in dynamic fields...
In the database, how can i find the jointure between ticket and dynamic fields?
this to display tickets from the values of the dynamic field it has...
In the database, how can i find the jointure between ticket and dynamic fields?
this to display tickets from the values of the dynamic field it has...
- 13 Mar 2014, 12:27
- Forum: General
- Topic: General Question: communication between instances
- Replies: 4
- Views: 1613
Re: General Question: communication between instances
thanks!
Is the communication provided by the two instances in one sense or is it in both?
with this i mean, when the ticket is transfered to another system and that notes, replies, etc are added; is this ticket updated in the other instance?
Is the communication provided by the two instances in one sense or is it in both?
with this i mean, when the ticket is transfered to another system and that notes, replies, etc are added; is this ticket updated in the other instance?
- 13 Mar 2014, 11:09
- Forum: General
- Topic: General Question: communication between instances
- Replies: 4
- Views: 1613
General Question: communication between instances
Does OTRS support communication between multiple OTRS instances? if so how? via web services?
- 26 Sep 2013, 14:39
- Forum: Help
- Topic: Multiple responsibles or watchers in a ticket?
- Replies: 9
- Views: 4303
Re: Multiple responsibles or watchers in a ticket?
Any messages in the log files? nothing! I tried correcting the module so that it could get a certain ticket type and then suscribe the user to the watcher list... but it still does not work... i tried this with $PARAM {typeID} the "corrected" code of the module is # -- # Kernel/System/Tic...
- 25 Sep 2013, 15:17
- Forum: Help
- Topic: OTRS error when communicating with AD
- Replies: 2
- Views: 2284
Re: OTRS error when communicating with AD
try using the tags for your code making OTRS communicate with the AD is a tricky task. There is a little program that helps you with that OTRS_AD_SCRIPT_CREATOR [url]http://sourceforge.net/projects/otrsadconfig/[/url] check out [url]http://forums.otterhub.org/viewtopic.php?f=60&t=16543[/url] and...
- 25 Sep 2013, 15:12
- Forum: Help
- Topic: Multiple responsibles or watchers in a ticket?
- Replies: 9
- Views: 4303
Re: Multiple responsibles or watchers in a ticket?
Still not working any ideas?
- 25 Sep 2013, 14:05
- Forum: Help
- Topic: Multiple responsibles or watchers in a ticket?
- Replies: 9
- Views: 4303
Re: Multiple responsibles or watchers in a ticket?
8) Please use the -Tags... Your config should look like [code]$Self->{'Ticket::EventModulePost'}->{'111-TicketCreateSuscribe'} = { Module => 'Kernel::System::Ticket::Event::TicketCreateSuscribe', Event => 'TicketCreate', }; $SELF -> $Self module -> Module added: Event I didn't check the Perl module....
- 24 Sep 2013, 16:39
- Forum: Help
- Topic: Multiple responsibles or watchers in a ticket?
- Replies: 9
- Views: 4303
Re: Multiple responsibles or watchers in a ticket?
I may have found a way through the ticket event module, but i can't get it working, any ideas?? In config.pm i added: $SELF->{'Ticket::EventModulePost'}->{'TicketCreateSuscribe'}={module=>'Kernel::System::Ticket::Event::TicketCreateSuscribe'}; The package: # -- # Kernel/System/Ticket/Event/TicketCre...
- 23 Sep 2013, 16:31
- Forum: Général
- Topic: Besoin de conseil pour installer Helpdesk 3.2 sous Windows
- Replies: 2
- Views: 13898
Re: Besoin de conseil pour installer Helpdesk 3.2 sous Windo
1) Est-ce qu'il existe un guide des "Best Practices" pour l'installation sous Windows ? L'installation sous windows c'est du next-next... donc pas trop besoin d'une guide... 2) Quel est le meilleur choix (et le mieux compatible) : Windows 2012 ou Windows 2008 R2 ? Windows 2012 ou 2008 R2, ...
- 23 Sep 2013, 16:12
- Forum: Help
- Topic: Multiple responsibles or watchers in a ticket?
- Replies: 9
- Views: 4303
Multiple responsibles or watchers in a ticket?
Hi,
I'd like to know if there is a way to set multiple responsible agents to a ticket, so that they may follow all the ticket actions, or to add them automatically to the watchlist. Is this possible?
I'd like to know if there is a way to set multiple responsible agents to a ticket, so that they may follow all the ticket actions, or to add them automatically to the watchlist. Is this possible?
- 26 Feb 2013, 15:44
- Forum: Help
- Topic: Slow performance on the database
- Replies: 9
- Views: 4318
Re: Slow performance on the database
Check your database status: memory use, cache use, thread creation, cache sizes, etc. Check for swap use on the machine (any swap use is generally not good). Check database size - is it larger than 9GB? If so, your OS isn't going to be able to cache everything it will want to, and you'll probably b...
- 26 Feb 2013, 14:33
- Forum: General
- Topic: HABILITAR CHAT EN OTRS
- Replies: 4
- Views: 4052
Re: HABILITAR CHAT EN OTRS
cual es tu perfil de instalacion? estas en windows o unix? que servicor web usas: apache o IIS?
- 26 Feb 2013, 14:29
- Forum: Help
- Topic: Slow performance on the database
- Replies: 9
- Views: 4318
Re: Slow performance on the database
hi i'm on a windows 2008 with mysql, storage is in on local disks
- 26 Feb 2013, 14:26
- Forum: Help
- Topic: STATS - including notes
- Replies: 2
- Views: 941
Re: STATS - including notes
thank you anyhow, i somehow knew the answer was not practical, but being asked for it i preferred to do the whole reaserch before giving my absolute answer
- 25 Feb 2013, 17:01
- Forum: Help
- Topic: STATS - including notes
- Replies: 2
- Views: 941
STATS - including notes
Hi,
how can i include the notes made in my tickets via the STATS module?
So that i may display the title, time, and every note that has been added on the ticket as well as it's time...
how can i include the notes made in my tickets via the STATS module?
So that i may display the title, time, and every note that has been added on the ticket as well as it's time...
- 22 Feb 2013, 11:55
- Forum: Help
- Topic: Slow performance on the database
- Replies: 9
- Views: 4318
Re: Slow performance on the database
i'm going for disk speed and access... It's quite strange though, i have 10K RPM disks on my IBM x346 server....jojo wrote:Disk Speed could be also a cause for this
and in the support assesment: everything is green! ...
- 21 Feb 2013, 18:16
- Forum: General
- Topic: Estadisticas tomando en cuenta tiempos del calendario
- Replies: 3
- Views: 2998
Re: Estadisticas tomando en cuenta tiempos del calendario
tienes dos soluciones, la primera exportando los datos en CSV a excel y haciendo tu mismo tu formula que calcularia los dias laborales. La segunda, es que si OTRS est aconfigurado CON los calendarios, a esto me explico : un calendario define las horas de apertura del servicio, esto generalmente se h...
- 21 Feb 2013, 18:10
- Forum: General
- Topic: HABILITAR CHAT EN OTRS
- Replies: 4
- Views: 4052
Re: HABILITAR CHAT EN OTRS
hay un modulo de chat via PHP que podrias implementar, de hecho hablan de el en el forum, solo con buscar phpchat aparece el articulo, pero normalmente OTRS no tiene ningun modulo implementado de chat. aqui esta un pequeño tutorial de alguien que pudo habilitarlo http://forums.otterhub.org/viewtopi...
- 21 Feb 2013, 18:09
- Forum: General
- Topic: HABILITAR CHAT EN OTRS
- Replies: 4
- Views: 4052
Re: HABILITAR CHAT EN OTRS
hay un modulo de chat via PHP que podrias implementar, de hecho hablan de el en el forum, solo con buscar phpchat aparece el articulo,
pero normalmente OTRS no tiene ningun modulo implementado de chat.
pero normalmente OTRS no tiene ningun modulo implementado de chat.
- 21 Feb 2013, 17:55
- Forum: Help
- Topic: Slow performance on the database
- Replies: 9
- Views: 4318
Slow performance on the database
On OTRS 3.1.11 my users find that OTRS is very slow when they add a note to a ticket.. I did a benchmark on the system and here are the results: Insert time : 4s Update time: 7s Select time: 7s --> should not take mothe than 6s on an average system Delete time : 5s Any ideas to improve theese timing...
- 21 Feb 2013, 17:47
- Forum: Help
- Topic: Migration from 3.1 to 3.2 -- Missing dynamic fields
- Replies: 2
- Views: 724
Re: Migration from 3.1 to 3.2 -- Missing dynamic fields
they are missing in the frontend, they are still there in the database! i'll try migrating with the ZZZAuto.pm thankx!jojo wrote:where are they missing? In the database or n the frontend? Did you take your sysconfig settings (Kernel/Config/Files/ZZZAuto.pm) with you?
- 20 Feb 2013, 12:24
- Forum: Général
- Topic: Extraction de la base de données.
- Replies: 2
- Views: 14447
Re: Extraction de la base de données.
pour extraire la base de données suffit de se positionner dans l'arboresence de ton serveur MYSQL et executer la commande: mysqldump -u(utilisateur) (mot de passe) otrs > (chemin de ta sauvegarde) et la commande : mysql -u(utilisateur) (mot de passe) otrs < (chemin de ta sauvegarde) pour la restaure...
- 20 Feb 2013, 12:21
- Forum: Général
- Topic: formats d'exportation OTRS
- Replies: 1
- Views: 12634
Re: formats d'exportation OTRS
Bonjour, J'aurais deux petites questions pour les connaisseurs d'OTRS : - quel est le format d'exportation de la BDD ? - quel est le format d'exportation de tickets ou de données (stats) ? En vous remerciant d'avance ! Le format d'export de la BDD dépend du logiciel BDD que tu utilises, si tu est s...
- 20 Feb 2013, 12:20
- Forum: Général
- Topic: Sauvgarde_OTRS
- Replies: 2
- Views: 14350
Re: Sauvgarde_OTRS
bonjour, pour faire une sauvegarde des données il suffit de faire une sauvegarde de la base MYSQL. mysqldump -u(utilisateur) (mot de passe) otrs > (cheminement de ta sauvegarde) tu pourrais même créer un fichier .bat afin d'automatiser ce processus. Afin de complèter la sauvegarde il suffirait de sa...
- 20 Feb 2013, 12:02
- Forum: Help
- Topic: Migration from 3.1 to 3.2 -- Missing dynamic fields
- Replies: 2
- Views: 724
Migration from 3.1 to 3.2 -- Missing dynamic fields
When i tried migrating from OTRS 3.1.11 to the new 3.2, i came upon the discovery that suddenly all my dynamic fields which i use on my tickets were gone! They did not exist any more!
Is there a work around for this?
Is there a work around for this?