ok this is understandable but I have another problem. I have two instances of OTRS and when I generate Excel report then I get different formats in Excel .
how can i tell excel to treat both OTRS equally and generate reports with same format.
Search found 36 matches
- 26 Nov 2013, 13:29
- Forum: General
- Topic: CSV data export
- Replies: 7
- Views: 2397
- 20 Nov 2013, 18:11
- Forum: General
- Topic: CSV data export
- Replies: 7
- Views: 2397
Re: CSV data export
I changed numbers to be formated as Text but it is useless as excel file already contained data from OTRS.
- 20 Nov 2013, 16:06
- Forum: General
- Topic: CSV data export
- Replies: 7
- Views: 2397
CSV data export
When I export search result to CSV file i get the ticket number as : 2,01101E+15 . No problem uptill now but when I change the number to text the last digit of ticket number is rounded to zero . e.g if i have a ticket number 123456789 then excel changes it to 123456780. how can i resolve this problem
- 30 Sep 2013, 15:37
- Forum: General
- Topic: disable ticket creation via email
- Replies: 3
- Views: 1970
Re: disable ticket creation via email
Email that gets sent to the OTRS email address will be handled according to the settings and postmaster filter. Is it a right way that I will create a post master filter with TO header in conditions options and set the email headers x-otrs-queue to junk- But I am not sure whether my specifice queue...
- 30 Sep 2013, 09:35
- Forum: General
- Topic: disable ticket creation via email
- Replies: 3
- Views: 1970
disable ticket creation via email
I would like to disable ticket creation via email e.g. from outlook etc.. for a particular queue.
Follow up messages should work but only new ticket should not be created
How can I acheive this functionality.
thanks
Follow up messages should work but only new ticket should not be created
How can I acheive this functionality.
thanks
- 24 Sep 2013, 13:04
- Forum: General
- Topic: Generic Agent
- Replies: 1
- Views: 877
Generic Agent
Is there any limit for generic agent to execute a specific task for example I want to delete tickets from a queue which contains 50000 tickets but generic agent is not deleting all tickets in one run.
When I run job it shows me 50000 tickets but it dont complete the action
When I run job it shows me 50000 tickets but it dont complete the action
- 20 Sep 2013, 17:14
- Forum: General
- Topic: Ticket type for queues
- Replies: 4
- Views: 1659
Re: Ticket type for queues
hi I created a ACL but its not working, I want this ACL to work when an Agent creates a phone or emial ticket. $Self->{TicketAcl}->{'ACL-Name-2'} = { # match properties Properties => { # current ticket match properties Ticket => { Queue => ['Test'], } }, # return possible options (white list) Possib...
- 06 Sep 2013, 11:11
- Forum: General
- Topic: Ticket type for queues
- Replies: 4
- Views: 1659
Ticket type for queues
Hi,
Is it possible to have separate ticket types for specific queues
e.g . Q1---> Type = Standard, Service , RFC
Q2----> Type = Information , ...
thanks
Is it possible to have separate ticket types for specific queues
e.g . Q1---> Type = Standard, Service , RFC
Q2----> Type = Information , ...
thanks
- 05 Sep 2013, 09:19
- Forum: Developers
- Topic: SQL query
- Replies: 2
- Views: 1362
Re: SQL query
thank u . I realized my error. yes u are right.
- 04 Sep 2013, 16:50
- Forum: Developers
- Topic: SQL query
- Replies: 2
- Views: 1362
SQL query
Hi I follow the OTRS developer manual for using sql queries inside the modules. I run the following query but I only get first value from result. my $SQL = "SELECT id FROM roles "; $Self->{DBObject}->Prepare(SQL => $SQL, Limit => 15); my @Row = $Self->{DBObject}->FetchrowArray(); if I chec...
- 03 Sep 2013, 09:30
- Forum: Developers
- Topic: Hide Email ticket tab from Navigation
- Replies: 1
- Views: 1093
Hide Email ticket tab from Navigation
Is it possible to hide email tab from ticket navigation.
thanks
thanks
- 02 Sep 2013, 22:50
- Forum: Help
- Topic: ITSM changes access rights
- Replies: 0
- Views: 409
ITSM changes access rights
I have two test queues and each queue contain several ITSM changes linked with respective tickets. Some users have access to first queue and some to second queue. is it possible that users can only see changes of the queue where they have permission? e.g Queue 1st users can only see changes linked w...
- 02 Sep 2013, 13:47
- Forum: Developers
- Topic: New fields in Agent queue view
- Replies: 1
- Views: 1102
New fields in Agent queue view
Hi I want to add new fields e.g. Linked ticket or items in Agent Queue view.
Is it possible to configure via SysConfig or any development is needed.
thanks
Is it possible to configure via SysConfig or any development is needed.
thanks
- 26 Aug 2013, 15:49
- Forum: General
- Topic: invalid date
- Replies: 0
- Views: 646
invalid date
Hi I updated the OTRS to latest version from 3.1 to 3.2.7. But I am getting the following error. Can someone tell me how can I reslove this issue.
[Mon Aug 15 15:44:30 2013][Error][Kernel::System::Time::TimeStamp2SystemTime][315] Invalid Date '2099-12-31 23:59:59'!
[Mon Aug 15 15:44:30 2013][Error][Kernel::System::Time::TimeStamp2SystemTime][315] Invalid Date '2099-12-31 23:59:59'!
- 09 Aug 2013, 12:43
- Forum: General
- Topic: System id problem
- Replies: 1
- Views: 906
System id problem
Hi ,
I change the system id of my otrs instance but now when the user
reply to tickets with old system id, otrs creates a new ticket instead of
appending the reply to exisitng ticket.
Thanks,
I change the system id of my otrs instance but now when the user
reply to tickets with old system id, otrs creates a new ticket instead of
appending the reply to exisitng ticket.
Thanks,
- 31 Jul 2013, 13:58
- Forum: Developers
- Topic: Change free text sorting - OTRS ITSM
- Replies: 0
- Views: 603
Change free text sorting - OTRS ITSM
Hi I want to show free text fields in Change overview , I edited the AgentITSMChangeOverviewSmall.dtl file and added code for change free text. Change free text field is visible in Change Overview but I am enable to sort as we can do with other attributes. Here is my code: <th class="ChangeFree...
- 27 Jul 2013, 17:43
- Forum: Developers
- Topic: RFC ticket to Change OTRS
- Replies: 2
- Views: 1761
Re: RFC ticket to Change OTRS
can you tell me which files should I use for development. and particularly which methods should i need to work.not without some development.
- 27 Jul 2013, 13:24
- Forum: Developers
- Topic: RFC ticket to Change OTRS
- Replies: 2
- Views: 1761
RFC ticket to Change OTRS
In OTRS we can create a Change from RFC.
I want to know is it possible to automatically copy the Text from ticket to Change Description whenever user creates a change from RFC type ticket.
I want to know is it possible to automatically copy the Text from ticket to Change Description whenever user creates a change from RFC type ticket.
- 23 Jul 2013, 09:54
- Forum: Developers
- Topic: Change Management Notification
- Replies: 0
- Views: 719
Change Management Notification
Is it possible to send RFC ticket owner notifications whenever the state of Change is updated.
- 18 Jul 2013, 00:12
- Forum: General
- Topic: ITSM: Free Text Fields[SOLVED]
- Replies: 5
- Views: 1952
Re: ITSM: Free Text Fields
i think u need to work with templates and do something like $QData{"Name","20"}.
- 17 Jul 2013, 23:23
- Forum: General
- Topic: ITSM: Free Text Fields[SOLVED]
- Replies: 5
- Views: 1952
Re: ITSM: Free Text Fields
you need not to enable freekeytext , just enable freetextkey without value; just leave it empty
- 17 Jul 2013, 20:34
- Forum: General
- Topic: OTRS ITSM Change State
- Replies: 0
- Views: 554
OTRS ITSM Change State
In OTRS ITSM change management we have changes with different status , and we can change the state of a change either by workorders or manually editing the change . I want to know is it possible that only change manager can change state from pending approval to approved state by manually editing the...
- 10 Jul 2013, 17:33
- Forum: Developers
- Topic: Add a free text field in Change Overview view
- Replies: 3
- Views: 1928
Re: Add a free text field in Change Overview view
Add the free text field to the SysConfig option ITSMChange::Frontend::AgentITSMChange###ShowColumns Key should be "ChangeFreeText#" (where # is the number of the free text field) and Value should be 1 I did that but its not working , even I also tried with ChangeFreeKey1 but useless. :(
- 10 Jul 2013, 17:02
- Forum: Developers
- Topic: Add a free text field in Change Overview view
- Replies: 3
- Views: 1928
Add a free text field in Change Overview view
Hi
I was wondering is it possible to add the free text fields in change overview view
I want to have free text field view along with Change number , change title , priority and so on.
I was wondering is it possible to add the free text fields in change overview view
I want to have free text field view along with Change number , change title , priority and so on.
- 06 Jul 2013, 14:50
- Forum: Developers
- Topic: issue with postmaster filter
- Replies: 2
- Views: 2163
issue with postmaster filter
Hi I develop a postmaster filter for linking a new ticket with changes if a email with change number arrives in a otrs system then the system should create a new ticket and link it with existing change. But i am getting this error: Got no UserObject! at /opt/otrs/Kernel/System/ITSMChange.pm line 108...
- 01 Jul 2013, 16:35
- Forum: General
- Topic: freetext change
- Replies: 12
- Views: 4043
Re: freetext change
only Textline and Dropdown (values set via sysconfig) are possible in Change and in Workorder Hi Jojo can you tell me how can i configure Textline in sysconfig for changes or workorders as i can only see Dropdown options not textline . Actually I want to add text box like Description and Justificat...
- 27 Jun 2013, 16:55
- Forum: Developers
- Topic: External emails link for OTRS change management
- Replies: 0
- Views: 708
External emails link for OTRS change management
Hi, I am new to OTRS ITSM. In otrs help desk if external user/customer send an email with ticket no in email subject then this email message is linked with existing ticket in OTRS. my question is it possible to do this for OTRS Change management Module for example if i have some changes in OTRS chan...
- 21 Jun 2013, 13:58
- Forum: Developers
- Topic: Queue filter in Agent Dashboard
- Replies: 1
- Views: 929
Queue filter in Agent Dashboard
Hi ,
I was checking OTRS Help Desk demo and I see a option to filter a queues in Agent Dashboard.
Can some1 assist me to do such customization in Agent Dashboard.
I was checking OTRS Help Desk demo and I see a option to filter a queues in Agent Dashboard.
Can some1 assist me to do such customization in Agent Dashboard.
- 19 Jun 2013, 13:54
- Forum: Developers
- Topic: Text Box in ITSM Change
- Replies: 0
- Views: 543
Text Box in ITSM Change
hello,
I would like to modify the ‘Add Change’ form (ITSM Change -> New) so it
contains more text fields similar to ‘Description’ and ‘Justification’.
I know I can use FreeText fields but it looks like FreeText are only
dropdown boxes and we need fully editable text fields.
Any ideas?
I would like to modify the ‘Add Change’ form (ITSM Change -> New) so it
contains more text fields similar to ‘Description’ and ‘Justification’.
I know I can use FreeText fields but it looks like FreeText are only
dropdown boxes and we need fully editable text fields.
Any ideas?
- 19 Jun 2013, 12:46
- Forum: Developers
- Topic: Queues for Changes in Change Management
- Replies: 0
- Views: 576
Queues for Changes in Change Management
Hi ,
Is it possible to have a queue option for New Change in Chanage management module otrs
like we have to put a ticket in target queue when creating a new ticket similarly I want to test a use case where it is possible to have a new change with target queue
Is it possible to have a queue option for New Change in Chanage management module otrs
like we have to put a ticket in target queue when creating a new ticket similarly I want to test a use case where it is possible to have a new change with target queue
- 04 Jun 2013, 17:36
- Forum: Developers
- Topic: Agent Preference options are not visible
- Replies: 1
- Views: 837
Re: Agent Preference options are not visible
ok I solve this problem 
I just comment the following line in ZZZAuto.pm
#$Self->{'PreferencesView'} = [
# 'Frontend',
# 'Other Options',
# 'Mail Management'
#];
cheers!
jj99
I just comment the following line in ZZZAuto.pm
#$Self->{'PreferencesView'} = [
# 'Frontend',
# 'Other Options',
# 'Mail Management'
#];
cheers!
jj99
- 04 Jun 2013, 16:48
- Forum: Developers
- Topic: Agent Preference options are not visible
- Replies: 1
- Views: 837
Agent Preference options are not visible
Hi, I Upgrade the OTRS 2.4 to 3.0 .It went successfull but the options are not visible in Agent Preference.If I delete the ZZZAuto.pm file then options are visible but then custom changes in OTRS 2.4 dont work in 3.4
Can any one suggest me what is the reason for that.
Can any one suggest me what is the reason for that.
- 29 May 2013, 16:27
- Forum: Developers
- Topic: Merge two queues otrs
- Replies: 1
- Views: 1022
Merge two queues otrs
Is it possible to merge two queues ?
- 24 May 2013, 16:57
- Forum: Developers
- Topic: OTRS upgrade from 2.3.x to 2.4.x
- Replies: 3
- Views: 1055
Re: OTRS upgrade from 2.3.x to 2.4.x
I doubt that it was succesful. Did you follow all steps on the UPGRADING file? Please be also aware that OTRS 2.4 is very outdated (3.2.7 is actual version) Thanks for reply. Actually I made a mistake while running database update script. In update document it is mentioned to backup var folder as w...
- 23 May 2013, 20:58
- Forum: Help
- Topic: otrs 2.3.6 to 2.4.15
- Replies: 1
- Views: 507
otrs 2.3.6 to 2.4.15
I successfully updated otrs 2.3.6 to 2.4.15 on SUSE linux but queue view is not showing ticket data , also the customer information not visible on queue view.
suggestion will really help me.
suggestion will really help me.
- 23 May 2013, 20:54
- Forum: Developers
- Topic: OTRS upgrade from 2.3.x to 2.4.x
- Replies: 3
- Views: 1055
OTRS upgrade from 2.3.x to 2.4.x
I successfully updated otrs 2.3.6 to 2.4.15 on SUSE linux but queue view is not showing ticket data , also the customer information not visible on queue view.
suggestion will really help me.
suggestion will really help me.