Search found 36 matches

by jj99
26 Nov 2013, 13:29
Forum: General
Topic: CSV data export
Replies: 7
Views: 2397

Re: CSV data export

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.
by jj99
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.
by jj99
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
by jj99
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...
by jj99
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
by jj99
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
by jj99
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...
by jj99
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
by jj99
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.
by jj99
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...
by jj99
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
by jj99
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...
by jj99
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
by jj99
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'!
by jj99
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,
by jj99
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...
by jj99
27 Jul 2013, 17:43
Forum: Developers
Topic: RFC ticket to Change OTRS
Replies: 2
Views: 1761

Re: RFC ticket to Change OTRS

not without some development.
can you tell me which files should I use for development. and particularly which methods should i need to work.
by jj99
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.
by jj99
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.
by jj99
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"}.
by jj99
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
by jj99
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...
by jj99
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. :(
by jj99
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.
by jj99
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...
by jj99
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...
by jj99
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...
by jj99
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.
by jj99
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?
by jj99
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
by jj99
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 :D
I just comment the following line in ZZZAuto.pm

#$Self->{'PreferencesView'} = [
# 'Frontend',
# 'Other Options',
# 'Mail Management'
#];

cheers!
jj99
by 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.
by jj99
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 ?
by jj99
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...
by jj99
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.
by jj99
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.