Search found 52 matches
- 24 Feb 2014, 12:25
- Forum: Help
- Topic: OTRS SQL user
- Replies: 1
- Views: 982
OTRS SQL user
We have a Windows Server 2008 R2 OTRS Server. From now on the datawarehouseteam will be responsible for reporting. They would like to have access to the OTRS MySQL database. How can I add a user with read-only rights? I know there the menu 'SQL Box' on the admin side of OTRS where you can execute SQ...
- 05 Feb 2014, 17:10
- Forum: General
- Topic: upgrade from windows to linux
- Replies: 7
- Views: 2510
Re: upgrade from windows to linux
but the appliance is already installed with the latests OTRS version and database..
I would think I need would need to export the tickets from OTRS 3.2 on Windows and import them on the OTRS 3.3 appliance.
I would think I need would need to export the tickets from OTRS 3.2 on Windows and import them on the OTRS 3.3 appliance.
- 03 Feb 2014, 17:14
- Forum: General
- Topic: upgrade from windows to linux
- Replies: 7
- Views: 2510
Re: upgrade from windows to linux
Yes it is an install since it's still working after I unmounted the iso from VMWare. Do I need to use the shell and commandline to upgrade the database and make these changes to the logo then?
Can you point me somewhere?
Can you point me somewhere?
- 03 Feb 2014, 16:56
- Forum: General
- Topic: upgrade from windows to linux
- Replies: 7
- Views: 2510
Re: upgrade from windows to linux
I just loaded and launched the appliance. Can I import the old tickets here?
And if I need to change some code for example to the javaScript of the clientside of the form, is that possible? or change the logo of OTRS?
And if I need to change some code for example to the javaScript of the clientside of the form, is that possible? or change the logo of OTRS?
- 03 Feb 2014, 13:19
- Forum: General
- Topic: upgrade from windows to linux
- Replies: 7
- Views: 2510
upgrade from windows to linux
We currently have OTRS 3.2.2 on a Windows 2008R2 Server. Lately we are having a lot of stability issues, we're getting a lot of javascript/AJAX errors, the OTRS pages need to be refreshed a lot to make them responsive again, etc etc. We have used OTRS for a year now and we really love all of its fun...
- 13 Nov 2013, 15:46
- Forum: Help
- Topic: Generic Agent Jobs not running
- Replies: 6
- Views: 2079
Re: Generic Agent Jobs not running
yes, I added this line to crontab.txt
*/15 6-20 * * 1,2,3,4,5 D:\Program Files (x86)\OTRS\StrawberryPerl\perl\bin\perl.exe D:\Program Files (x86)\OTRS\OTRS\bin\otrs.GenericAgent.pl
Do I need to move crontab.txt to one of the folders in there? (cron.daily, cron.monthly, cron.weekly)
*/15 6-20 * * 1,2,3,4,5 D:\Program Files (x86)\OTRS\StrawberryPerl\perl\bin\perl.exe D:\Program Files (x86)\OTRS\OTRS\bin\otrs.GenericAgent.pl
Do I need to move crontab.txt to one of the folders in there? (cron.daily, cron.monthly, cron.weekly)
- 13 Nov 2013, 14:41
- Forum: Help
- Topic: Generic Agent Jobs not running
- Replies: 6
- Views: 2079
Re: Generic Agent Jobs not running
Ok, well it should be ok if they only run once every hour.
The problem is that they don't run at all...
The problem is that they don't run at all...
- 13 Nov 2013, 11:45
- Forum: Help
- Topic: Generic Agent Jobs not running
- Replies: 6
- Views: 2079
Generic Agent Jobs not running
I created several Generic Agent Jobs to add SLA's to certain tickets. If I run the job everything goes well but they won't run automatically. I put minutes to '10' hours to '00' and for days I selected all days. --> this should make the job run every 10 minutes right? I am running OTRS 3.2 on Window...
- 20 Aug 2013, 12:09
- Forum: Help
- Topic: Ticket refresh after adding attachment
- Replies: 12
- Views: 3620
Re: Ticket refresh after adding attachment
I still haven't succeeded in using ACL's. Last night I tried the following: $Self->{TicketAcl}->{'ACL-cat'} = { Properties => { Ticket => { Queue => ['Support'], } }, Possible => { Ticket => { DynamicField_SupportCat1 => ['hardware','software','password reset','printer','information'], }, }, }; And ...
- 18 Jul 2013, 15:47
- Forum: Help
- Topic: Ticket refresh after adding attachment
- Replies: 12
- Views: 3620
Re: Ticket refresh after adding attachment
The refresh problem is caused by the javaScript. I would like to get rid of the javaScript actually and use the ACL's instead.
I'm only having trouble with choosing the options in the dropdownlist of that dynamicField.
I'm only having trouble with choosing the options in the dropdownlist of that dynamicField.
- 18 Jul 2013, 15:34
- Forum: Help
- Topic: Ticket refresh after adding attachment
- Replies: 12
- Views: 3620
Re: Ticket refresh after adding attachment
I know crytias... Good one :]
Even when the comment tags are gone, the code doesn't work.
- 18 Jul 2013, 13:23
- Forum: Help
- Topic: Ticket refresh after adding attachment
- Replies: 12
- Views: 3620
Re: Ticket refresh after adding attachment
i don't think there is a 'display' variable. It seems I can only use ACL to determine how my dynamicField is filled (in this case a dropdownlist); but I can work with this solution as well. For example, when support queue is chose only the category Hardware is shown in the dropdownlist: # ticket acl...
- 10 Jul 2013, 15:09
- Forum: Help
- Topic: Solution time notation
- Replies: 0
- Views: 519
Solution time notation
Hi, I have been looking for this but I haven't found a way to change it. Basically I would like the 'solution time' to be formatted like this days, hours, minutes. Now it doesn't show days. http://i.imgur.com/N6r98U3.png Also in the ticket information 'Solution time' is show in red and without the d...
- 10 Jul 2013, 14:18
- Forum: Developers
- Topic: Escalation Notification Solution
- Replies: 4
- Views: 7432
Re: Escalation Notification Solution
Does anyone know if all of the above has been solved in OTRS 3.2.2 ?
I am running OTRS on windows and I have problems to make CRON work... We are not getting the correct email notifications.
I am running OTRS on windows and I have problems to make CRON work... We are not getting the correct email notifications.
- 07 Jun 2013, 15:52
- Forum: Help
- Topic: Escalation time display
- Replies: 0
- Views: 545
Escalation time display
How can I make sure the escalation times are shown in days/hours/minutes in stead of hours/minutes? See picture below: http://i.imgur.com/c3V05nC.png Also: is there an easy way to stop the SLA time when the status is on pending? I googled and came across some add ons but I was wondering if in OTRS3....
- 24 May 2013, 12:09
- Forum: Help
- Topic: All services for all LDAP customers to make SLA work
- Replies: 3
- Views: 1555
Re: All services for all LDAP customers to make SLA work
I enabled default services. But when I create a new ticket as a customer.
The service and SLA dropdownlist is empty.
The service and SLA dropdownlist is empty.
- 24 May 2013, 11:57
- Forum: Help
- Topic: All services for all LDAP customers to make SLA work
- Replies: 3
- Views: 1555
Re: All services for all LDAP customers to make SLA work
Then I think it's probably easiest to define the default services.
Is that configurable in the backend or do I need to edit config.pm manually?
Is that configurable in the backend or do I need to edit config.pm manually?
- 24 May 2013, 10:21
- Forum: Help
- Topic: All services for all LDAP customers to make SLA work
- Replies: 3
- Views: 1555
All services for all LDAP customers to make SLA work
Hi, We use LDAP for our customers. Now we would like to activate the SLA function. So we created 2 services, for each service 4 SLA's. What I want to do now is attach all services to all LDAP customers. But I have no idea how to do that. Also, when I go to the "manage customer-services Relation...
- 16 May 2013, 15:41
- Forum: Help
- Topic: customer front-end problem -URGENT-
- Replies: 6
- Views: 1993
Re: customer front-end problem -URGENT-
Or maybe it only affected only a part of the LDAP customers? is that possible?
Only a part of the users can login again and see their tickets, the other part still sees the welcome page and aren't able to create tickets...
Only a part of the users can login again and see their tickets, the other part still sees the welcome page and aren't able to create tickets...
- 16 May 2013, 14:30
- Forum: Help
- Topic: customer front-end problem -URGENT-
- Replies: 6
- Views: 1993
Re: customer front-end problem -URGENT-
Can it be that it just takes some time? (I hope so) One customer just reported that he can see his tickets again and he is capable of creating new tickets as well. But if I try with my own customer account I still get the Welcome screen and I don't see my old tickets. I haven't changed anything sinc...
- 16 May 2013, 14:04
- Forum: Help
- Topic: customer front-end problem -URGENT-
- Replies: 6
- Views: 1993
Re: customer front-end problem -URGENT-
aside from a possibility of database crash, it appears someone has turned on CustomerGroupSupport and the customers are not members of groups that belongs to queues. Crythias, genious! That's it! I activated CustomerGroupSupport to Yes this morning, because I was trying to connect services to custo...
- 16 May 2013, 14:00
- Forum: Help
- Topic: customer front-end problem -URGENT-
- Replies: 6
- Views: 1993
Re: customer front-end problem -URGENT-
It seems the customer is not connected to his data anymore.
Since after logging in, he can't see his old tickets anymore. It's all gone.
Since after logging in, he can't see his old tickets anymore. It's all gone.
- 16 May 2013, 13:59
- Forum: Help
- Topic: Ticket refresh after adding attachment
- Replies: 12
- Views: 3620
Re: Ticket refresh after adding attachment
It's only in the customer frontend.
I did add some Javascript to CustomerTicketMessage.dtl to hide a dynamicField when a certian queue is selected.
I did add some Javascript to CustomerTicketMessage.dtl to hide a dynamicField when a certian queue is selected.
- 16 May 2013, 13:43
- Forum: Help
- Topic: customer front-end problem -URGENT-
- Replies: 6
- Views: 1993
customer front-end problem -URGENT-
Hi, All of a sudden our customers can't create any tickets any more. I did not edit any of the config files. Customers login using LDAP. When they login they get to see the welcome screen where they can 'create their first ticket'. But they can't see their tickets anymore... Also when they are on th...
- 16 May 2013, 13:26
- Forum: Help
- Topic: Ticket refresh after adding attachment
- Replies: 12
- Views: 3620
Re: Ticket refresh after adding attachment
The problem occurs in Chrome, Firefox and Internet Explorer
- 16 May 2013, 10:57
- Forum: Help
- Topic: Ticket refresh after adding attachment
- Replies: 12
- Views: 3620
Ticket refresh after adding attachment
Hello,
Is there someone with the same problem?
When customers fill in their ticket and add an attachment, the browser refreshes and clears the fields of title and ticket body text..
Is there someone with the same problem?
When customers fill in their ticket and add an attachment, the browser refreshes and clears the fields of title and ticket body text..
- 16 May 2013, 10:28
- Forum: Help
- Topic: Pending states notifications
- Replies: 15
- Views: 5128
Re: Pending states notifications
I'm not getting any notifications, that's the problem. If the cron job runs, it should note that. Can you see if the job runs at those times? If so, then it will also have additional information about what it did at that time. If the job doesn't run, it's not in cron. I can't find anything on this....
- 16 May 2013, 10:09
- Forum: Help
- Topic: Unable to show DynamicField info
- Replies: 1
- Views: 962
Re: Unable to show DynamicField info
Resolved this. One of the dynamic fields was of the 'Article Type'.
When I created a new dynamic Field with 'Ticket Type' everything started working as it should.
When I created a new dynamic Field with 'Ticket Type' everything started working as it should.
- 13 May 2013, 12:37
- Forum: Help
- Topic: Unable to show DynamicField info
- Replies: 1
- Views: 962
Unable to show DynamicField info
Hi, I have created 2 dynamicFields: 'SystemsCategory' and 'SupportCategory' They are both dropdownlists. Depending on the chosen queue one of both dynamicFields will be shown in the 'NewTicket' view of the customer (using JavaScript). This all works perfectly. Now I want to be able to see the inform...
- 07 May 2013, 16:10
- Forum: Help
- Topic: SLA question
- Replies: 1
- Views: 812
SLA question
This is how we want to use the SLA function: When a customer creates a ticket and the Type is A and Priority is very low then predefined SLA "A_verylow" should be attached to the ticket. Is this possible? Up till now I have created a 24/7 calendar, made 2 services "A" and "B...
- 07 May 2013, 12:15
- Forum: Help
- Topic: Pending states notifications
- Replies: 15
- Views: 5128
Re: Pending states notifications
Still haven't found how to solve this...
- 18 Apr 2013, 16:21
- Forum: General
- Topic: Customer log in page
- Replies: 3
- Views: 1290
Re: Customer log in page
And if my default language is dutch, then where to change the translation?
- 18 Apr 2013, 14:10
- Forum: General
- Topic: Customer log in page
- Replies: 3
- Views: 1290
Customer log in page
Hi,
Is there a way to change to tooltips text on the customer login page?
I have it configured with LDAP but I want to make clear they need to use their windows login and password to use the tool....
Is there a way to change to tooltips text on the customer login page?
I have it configured with LDAP but I want to make clear they need to use their windows login and password to use the tool....
- 12 Apr 2013, 14:46
- Forum: Help
- Topic: Pending states notifications
- Replies: 15
- Views: 5128
Re: Pending states notifications
ok, I don't know how to check if the cron job runs.
- 12 Apr 2013, 09:51
- Forum: Help
- Topic: Pending states notifications
- Replies: 15
- Views: 5128
Re: Pending states notifications
This is what is in my pending_jobs.dist file: # -- # cron/pending_jobs - pending_jobs cron of the OTRS # Copyright (C) 2001-2009 xxx, http://otrs.org/ # -- # $Id: pending_jobs.dist,v 1.12 2009/11/04 12:27:57 mn Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the encl...
- 12 Apr 2013, 09:49
- Forum: Help
- Topic: Configuration Question
- Replies: 7
- Views: 2430
Re: Configuration Question
Ok I found it! Thanks.
Topic solved
Topic solved
- 11 Apr 2013, 15:59
- Forum: Help
- Topic: Configuration Question
- Replies: 7
- Views: 2430
Re: Configuration Question
I figured it all out and it's working like a charm. Next problem i need to tackle: If a customer has chose a queue a new dropdownlist appears. He chooses a topic and submits the ticket. Now an agent notices that the chosen topic from the dropdownlist is not correct. How can I make him able to change...
- 11 Apr 2013, 14:02
- Forum: Help
- Topic: Pending states notifications
- Replies: 15
- Views: 5128
Re: Pending states notifications
I'm not getting any notifications, that's the problem. Thanks for the reply.
- 11 Apr 2013, 10:22
- Forum: Howtos
- Topic: How To show freetext for specific Queues for Customers
- Replies: 75
- Views: 241850
Re: How To show DynamicFields for specific Queues for Custom
Version 3.2: Should work like AgentTicketPhone: <script type="text/javascript">//<![CDATA[ function nonetext() { document.compose.Subject.value = ""; document.compose.RichText.value = ""; document.getElementById('DynamicField_TicketFreeText1').style.display = ...
- 11 Apr 2013, 09:13
- Forum: Help
- Topic: Pending states notifications
- Replies: 15
- Views: 5128
Re: Pending states notifications
Do I understand correctly:
If I put a ticket in "pending reminder" with the current time + 5 minutes and I wait for 2 hours and 50 minutes I will get an email notification?
If I put a ticket in "pending reminder" with the current time + 5 minutes and I wait for 2 hours and 50 minutes I will get an email notification?
- 10 Apr 2013, 15:59
- Forum: Help
- Topic: Pending states notifications
- Replies: 15
- Views: 5128
Re: Pending states notifications
Hi,
Thanks for the answer but I'm not sure what you mean.
Do I need to edit that file to get email notifications?
Thanks for the answer but I'm not sure what you mean.
Do I need to edit that file to get email notifications?
- 10 Apr 2013, 14:23
- Forum: Help
- Topic: Pending states notifications
- Replies: 15
- Views: 5128
Pending states notifications
When I put a ticket on 'pending reminder' I do not get an email notification when it has reached the reminder time. I do get to see the icon on the top left and it appears in my pending queue. It normally should send me a notification if the ticket is locked on my name and it should send a notificat...
- 09 Apr 2013, 13:35
- Forum: Help
- Topic: priority update
- Replies: 2
- Views: 843
Re: priority update
Thanks, I was just going to post the result myself after searching the sysconfig.
- 09 Apr 2013, 09:37
- Forum: Help
- Topic: priority update
- Replies: 2
- Views: 843
priority update
Hello,
When I have a ticket and I update the priority I have to add a note.
I would like that note to be visible for the customer as well but I can only pick note-internal from the dropdownlist.
Is there a way to change that?
When I have a ticket and I update the priority I have to add a note.
I would like that note to be visible for the customer as well but I can only pick note-internal from the dropdownlist.
Is there a way to change that?
- 03 Apr 2013, 14:19
- Forum: Help
- Topic: OTRS LDAP configuration
- Replies: 7
- Views: 1636
Re: OTRS LDAP configuration
I already read the link, but I have trouble finding how to install the Perl Modules... I have OTRS running on windows 2008R2 server.
- 03 Apr 2013, 12:28
- Forum: Help
- Topic: OTRS LDAP configuration
- Replies: 7
- Views: 1636
Re: OTRS LDAP configuration
If I go to the sysConfig module I find the options to let CustomerAuthentication happen by LDAP.
It doesn't work out of the box?
I have OTRS 3.2.2
It doesn't work out of the box?
I have OTRS 3.2.2
- 03 Apr 2013, 12:17
- Forum: Help
- Topic: OTRS LDAP configuration
- Replies: 7
- Views: 1636
Re: OTRS LDAP configuration
Wait, what?
I need to install more modules? The link confuses me even more. I thought it was easy to setup LDAP...
:s
I need to install more modules? The link confuses me even more. I thought it was easy to setup LDAP...
:s
- 28 Mar 2013, 18:24
- Forum: Help
- Topic: Graphical Active Directory Config Creator
- Replies: 4
- Views: 2778
Re: Graphical Active Directory Config Creator
I am trying the tool to create the config file! What do you mean by Sourcename? BaseDN? --> is that the OU where I added users who should have customer access? i'm new to LDAP configuring.. I am using our domain controller with AD as source, no LDAP needs to be activated on that part right? Also: af...
- 28 Mar 2013, 17:01
- Forum: Help
- Topic: OTRS LDAP configuration
- Replies: 7
- Views: 1636
OTRS LDAP configuration
Hello,
I would like to enable LDAP to manage customer access to the customer web front-end.
Does anyone know where to find a guide how to configure this?
I have found an article from 2010 but I'm afraid it's outdated.
This is my first time configuring anything with LDAP...
Thx in advance!
I would like to enable LDAP to manage customer access to the customer web front-end.
Does anyone know where to find a guide how to configure this?
I have found an article from 2010 but I'm afraid it's outdated.
This is my first time configuring anything with LDAP...
Thx in advance!
- 14 Mar 2013, 16:44
- Forum: Help
- Topic: Configuration Question
- Replies: 7
- Views: 2430
Re: Configuration Question
I have thought about another solution. Where the customer selects a queue and depending on that queue the customer has to choose some other options from dropdownlists or checkboxes maybe. But those checkboxes (for example) can only be shown when the user chooses a particular Queue. Is that possible?