Znuny Open Source Ticketsystem

dstover

I am part of IT Support and have access to all of the log files. This message is not created by us but is something generated from OTRS.

dstover

Yes. I have checked both and have not found any reference that is obvious to me. I just wondered if this was some kind of standard message that would crop up under certain circumstances. I am in the AgentTicketProcess module and am adding debugging statements. Any further information would be apprec...

dstover

I am using Process Management and putting together an Activity Dialog form. When submitting, I keep getting the popup message "Error - Contact IT Support". Can someone tell me where this error originates? I have used grep to try to find it but no success. Thanks very much for any info...Dan.

dstover

OK. Thank you for the information.

dstover

We do not wish to upgrade at the moment. Is there a way to fix 3.3? If so, any hints would be appreciated.

dstover

I have found that, when an email that has been sent into OTRS has a link to an OTRS ticket in the body of the email, when you click that link and go into the other ticket, the HTML is not formed correctly. The classes associated with the individual articles have a trailing space included within the ...

dstover

After some research, I have found that, when an email that has been sent into OTRS has a link to an OTRS ticket in the body of the email, when you click that link and go into the other ticket, the HTML is not formed correctly. The classes associated with the individual articles have a space included...

dstover

We have been using the OTRS email functionality to add notes to tickets. When someone includes an URL link in their email and someone clicks that link after the email is included into a ticket, the user is taken to the other link but is not able to look at any of the articles except the main one on ...

dstover

That is correct. I have never replied to a customer from the ticketing system and I do not see the word Forward. We are using OTRS for mostly internal purposes using Process Management and have not had the need until now to reply directly from the system to a customer. The articles I am using are th...

dstover

I am not seeing external-email in any articles in our system. How do you make it show up? I have also looked at articles that are put in using Process management.

dstover

I do not have those as tabs in my tickets. Are they supposed to be tabs you can click on?

dstover

I would like to add the capability to send an email from a ticket to a certain email address. It looks like possibly the Compose capability is needed, possibly with the ability to use the external-email article type. For some reason, I am not able to see that in my OTRS configuration. I have added A...

dstover

Yes, thank you. I did that and it worked. So as long as I can get OTRS to pick up emails, I'm good.

Thanks for your helpful information...Dan.

dstover

i have done otrs.CheckModules.pl and it shows no problems.

dstover

Anyone run into this before? I cannot find where this is set.

dstover

I am trying to configure a new Postmaster mail account and am not finding POP3S in the dropdown list. This is on a beta machine. I looked on the production machine and it is in there. How do I make POP3S show up in the dropdown list for configuring a new Postmaster mail account?

Thanks...Dan.

dstover

I am including this module via require in every OTRS module where it is in use. It is possible that it will already be loaded when another module that uses it is loaded. My understanding of the require statement is that only one copy is loaded. I have tried deleting the module from %INC to no avail....

dstover

I have a custom library of Perl subroutines that is in a pm file. I need to include this in selected OTRS programs. Normally it works with a use statement (use EMAC::EmacOTRSLib;) but sometimes I get the following error message: [Thu Apr 30 15:37:31 2015][Error][Kernel::Modules::AgentDashboardCommon...

dstover

There is a box at the bottom of the AgentTicketZoom screen that shows linked tickets. I would like to add ticket type to this box. Can someone give me some information on how to modify the fields in the linked box?

Thanks in advance...Dan.

dstover

I am trying to update the ticket display in the agent dashboard so that tickets that are overdue are somehow highlighted. Can someone point me to where the ticket display formats are set?

Thanks in advance...Dan.

dstover

Not sure which dtl file, I guess, or how to specify which Activity Dialog to put the code in. What I am seeing is that the AgentTicketProcess.pm file in modules is sending HTML to the screen. My current strategy is to put up a blank Activity Dialog and scanning the HTML that is generated, then manua...

dstover

It's not necessary to respond like that. I apologize. 1) Can you make your own document in HTML that does what you want, if it had nothing to do with OTRS? Yes. 2) Do you know how to edit an OTRS template to point to that document? No. 3) If the answer to number 1 needs to interface with OTRS data d...

dstover

Telling me to read the documentation or hire someone is not really the help I was looking for. I am just looking for any specifics on this particular problem that anyone can give me. I am an experienced programmer and have previously worked with a lot of OTRS code so I know the system pretty well. I...

dstover

I would like to add a Jquery/HTML page that allows selection of items in a multiselect box and moving them to another box. I would then harvest the contents of the other box and put the information into a dynamic field value in the database. I want the final page to be an Activity Dialog that I can ...

dstover

Is there a way to add a web page of my own creation to OTRS? I am not talking about the ones you can create through OTRS but one that is created externally. If there is a way, please describe it to me.

Thanks in advance...Dan.

dstover

Thanks very much. That did it for me.

Have a nice day...Dan.

dstover

I would like to change the background of the Print PDF to not be shaded but instead to be white with black text. Can anyone enlighten me on how to do this?

Thanks in advance for any input...Dan.

dstover

Is there a way to add your own code to an Activity Dialog in Process Management? I would like to add some Jquery to an Actiivity Dialog so that it appears as a tab in the ticket screen but does some Jquery manipulations.

Thanks in advance for any information...Dan.

dstover

Yes, as part of the new user process. You run it like any other Perl script. It creates a file named DanPM4.pm in /opt/otrs/Kernel/Config/Files/ with all the appropriate ACL code (only for my particular configuration needs for now), based on the contents of the users table. You then run /opt/otrs/bi...

dstover

I have a search template that I would like to propagate to all users without having to manually enter them in. Is there a way to do that?

if not through the UI, then where is the search template data stored?

Thanks in advance for any input...Dan.

dstover

I would like to add some JQuery to an activity dialog within Process Management. Basically, I want to have two multiselect boxes, where something from one can be added to the other and removed from the first one. I have this working in JQuery. Where would I go to modify the code for an activity dial...

dstover

I have a problem where I log in as administrator and navigate to non-dashboard areas. The regular agents are restricted to only a few options. The next non-administrator that logs in (unless I have logged out when administrator is at the dashboard) receives an error message. I have to log in as admi...

dstover

OK. Thanks. I will create tables the old-fashioned way for PDF print.

Have a nice day...Dan.

dstover

I would like to add information to an article in HTML format (from a program) and have this display correctly in AgentTicketPrint. I have currently added an HTML table to the bottom of a certain article programmatically but when I click Print, the PDF article is not formatted for HTML. I have looked...

dstover

Is there any kind of an issue with the CSS cache in OTRS? Does this need to be deleted or refreshed somehow for things to work?

Thanks...Dan.

dstover

I am trying to expand the width of a dynamic field and have been trying to do it through CSS. It appears that my CSS is being overridden by something else. I am merely trying to set a width of a text box dynamic field. is there some sort of trick to it that I am unaware of? Please advise. Thanks...D...

dstover

I have added css to allow the dynamic field to be resized and can modify the length and the height but the content keeps going to the right and will not word wrap. I need the field to be taller and wider and to word wrap. I have tried setting word-wrap within the css and it doesn't work. Thanks in a...

dstover

Thanks for your reply. I am talking about one particular dynamic field. Can you be more specific as to what css file I would modify?

Thanks...Dan.

dstover

I would like to be able to expand the length and hopefully height of a dynamic field displayed in the AgentTicketZoom screen. Can someone enlighten me as to how to do this?

Thanks in advance...Dan.

dstover

Never mind. That was a coding error on my part. Thanks for your help...Dan.

dstover

Thank you. That was exactly the information I was looking for. I am now able to reload the HTML. One more thing, the reloaded HTML is oddly formatted. For example, there is a lot of white space that was not there in the original. Is there anything I can do to retain the original formatting? Thanks i...

dstover

I am working on a program that takes the original saved data from an article and inserts that into another article later. The problem is that the content appears to be stripped of all HTML and is put back in as text. Is there some way to save the article or configure CKEditor so that this doesn't ha...

dstover

Thanks for the clue. I looked in the log and found that AgentCustomerSearch was not enabled in SysConfig. Once I enabled it, the error went away. The only issue is that the Owner field must be a Customer, not an Agent. So all of my Agents that we are supporting have to be entered in as Customers to ...

dstover

I am trying to use CMDB (Configuration Management DataBase) and am trying to enter a computer into it. When I start typing in the Owner field, it looks like there is some kind of Ajax call that generates the following error: Error during AJAX communication. Status: parsererror, Error: SyntaxError: J...

dstover

Never mind. I did it the old-fashioned way:

Unzip the GD tar file
cd into the directory created
perl Build.PL
./Build
./Build test
./Build install

After GD was installed, I installed the others (GD::Text and GD::Graph) with cpan.

Thanks for your response....Dan.

dstover

I tried to install the GD modules by using "cpan install GD" from root and am getting the following messages: cpan install GD Reading '/root/.cpan/Metadata' Database was generated on Thu, 30 Oct 2014 15:53:23 GMT Running install for module 'GD' Checksum for /root/.cpan/sources/authors/id/L...

dstover

I am trying to do graphs with the Statistics module and am not able to select any graph type (such as graph-pie). I get the message "Some result formats are disabled because at least one needed package is not installed. Please contact your administrator.". Can anyone point me to the way to...

dstover

Thanks for your reply. I ended up commenting them out in AgentTicketZoom.dtl.

Have a nice day...Dan.

dstover

I would like to hide the fields Criticality and Impact from the sidebar of a ticket that uses Process Management. I am having no luck finding how to remove these.

Any advice would be appreciated. Thanks in advance...Dan.

dstover

I guess the main question is how do you route from one activity back to itself after running a program? Can you use a transition to point back to the original activity?

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