Znuny Open Source Ticketsystem

ChrisMachnicki

Is there a guide for setting up and using the API? I've used basic rest calls before with an addon client but only following the instructions of the application owners.
Where would I enter these -
my $Result = $OperationObject->Run(...

ChrisMachnicki

The mappings aren't a problem. I did it when I upgraded otrs and at the same time cleared it out of 4 years worth of crap. Whilst all the states, types, etc. aren't a problem it's the content of the tickets that are (these weren't an issue when migrating tot he same system)

ChrisMachnicki

Hi All, I was recently building a pyton script which automated an email using details from the DB and I hit a problem where the returned content of the ticket seemingly had a character limit and I could not extract all the details. I shelved this after looking for a while and assumed the details wer...

ChrisMachnicki

I read into that but was trying to avoid the additional admin related to adding users to groups. It's a pretty basic setup when it comes to customers where everyone is added to the users group and no additional work is required afterwards. Maybe that will help someone else looking though and it was ...

ChrisMachnicki

same config changing the CustomerUser to User - --- - ChangeBy: chris.machnicki ChangeTime: 2014-11-13 15:44:28 Comment: A Queue Explicitly for the Warehouse IT Team ConfigChange: PossibleNot: Ticket: Queue: - Warehouse IT ConfigMatch: Properties: User: UserLogin: - '[RegExp]^((?!.*(name1|name2|name...

ChrisMachnicki

Sorry about the delay. Just to let you know this works for Customers and I just need to test an agent config following the same process - --- - ChangeBy: chris.machnicki ChangeTime: 2014-11-06 11:30:30 Comment: A Queue Explicitly for the Warehouse IT Team ConfigChange: PossibleNot: Ticket: Queue: - ...

ChrisMachnicki

I see. I don't deal with that side but will pass on your comments. I also didn't spot anything changing but then I was looking for content removal not content formatting cheers.

ChrisMachnicki

Does anyone have any idea why several article files are created in the file system for each note/ticket? We have had big issues with inodes running out as a ticket with 6 notes has 6 article folders created in the otrs/var/article folders with at least 3 files in each. We initially thought these wer...

ChrisMachnicki

I'll give it a go but I think that looks similar to a regex I was already using. Good to know it may be in the pipeline although we will probably be hosted with a differnet solution by then.

I'll test later this week and feed back.

ChrisMachnicki

Hi all, I'm looking at hiding a queue from all but a few agents and their respective customers. These users should still be able to place tickets into other queues but I basically don't want the business to be able to submit tickets into their queue as it will be used by the warehouse to manage thei...

ChrisMachnicki

done

ChrisMachnicki

Today I've been looking at the Ticket Queue Overview element and trying to configure it. I've got the basics covered - Queues down the left, states along the top, only my queues showing but I've come across a couple of customisation questions and a possible bug - Questions 1 - The ordering of the st...

ChrisMachnicki

The above explanation cleared this up perfectly. Thanks

ChrisMachnicki

I thought I'd read somewhere about a move option but couldn't find it again and thought I had misread.

Any idea where this needs adding?

ChrisMachnicki

All queues have RO, move into, create, note, owner & priority. The only thing different is RW is only assigned to the role that will manage the queue. I think your explanation makes sense. A visitors can visit but mustn't take what isn't theirs. So only two ways to solve this I guess - Take owne...

ChrisMachnicki

If I login as a test user with permissions on Queue A and a ticket is in Queue B even with the move_into option set on both queues the Queue: move dropdown doesn't show

ChrisMachnicki

Hi All, With several departments currently using OTRS and more to come on board the question has been raised about moving incorrectly assigned tickets between queues. The current set up is for all departments to have their own queue with read/write access and each others queues with read access. Thi...

ChrisMachnicki

for the purpose of helping other people

KIX4OTRS -> Core::Time and set the incremental value to whatever

ChrisMachnicki

That explains the lack of documentation - or at least so I've found.

One of the problems with doing 3 upgrades in one go. I didn't get to see whether it was the otrs upgrade or the kix add-on.

Thanks Jojo. I hope all these questions help other people

ChrisMachnicki

Hi, I recently updated to 3.3.8 from 3.1.x and it looks like the date / time dynamic fields now increase in 30 minute increments. We use this for the times incidents start and end so they need to be incremental but I can't seem to find anything in the sysconfig or anywhere that talks about this. All...

ChrisMachnicki

Ok thanks. We used to have a dirty workaround running a SQL statement to pull events into a custom dashboard but since upgrading thought this would do as a replacement and be less intrusive. I have had a look through the DashboardEventsTicketCalendar.pm file in the HTML folder but can't make head no...

ChrisMachnicki

Hi All,
Not sure if this is even possible but I am using the Ticket Event Calendar on the Dashboard and noticed that tickets are being removed when closed.
Is this by design or a setting somewhere to show all?

Thanks

Chris

ChrisMachnicki

No and I just realised. Dumbass moment

Thanks

ChrisMachnicki

I'm sure this is just a setting somewhere but I can't find it. I can only find details for missing customer services.

When I log in as a customer all services are available. When I log in as an Agent I don't see any.

Any help appreciated as always.

Thanks

Chris

ChrisMachnicki

Just an update - the reports are all graphed up now and as a side note we tried adding them to the dashboard widgets too which is now working too. The only issue we had was that the OTRS cron job was not running the dashboard widget refresh but the Linux guy fixed this by putting it into the system ...

ChrisMachnicki

Our Linux guy will have a look. Kinda surprised it's not automatically installed with the stats module but hey no matter now I know what needs to be done.

Thanks

ChrisMachnicki

Hi All, We are running version 3.3.6 as a fresh install currently but the previous version had the same problem that when creating a new report the option to select any of the graph options i.e. graph-line, graph-bars, etc. is greyed out. I've searched through google and the forum but can't see anyt...

ChrisMachnicki

Sono wrote:This sounds like a bug.
You should open a bug on bugs.otrs.org

Thanks didn't even know about this site.

ChrisMachnicki

Sorry hadn't noticed your reply. I didn't find 14 dy or 1 month in the config so guessed it wasn't available to change (although odd you can do one but not the others) I think it's only a matter of time before it an upgrade was done and this was forgotten, maybe causing more confusion. Will change f...

ChrisMachnicki

reduced to 1 minute for testing because there's only a handful of test tickets. I would look to increasing to 5 - 10 once I roll out.

ChrisMachnicki

Hi, I am trying to refresh the 7, 14 and 1 month stats which appear on the right more frequent than currently (30 mins I think). I have found 1 other thread from a few years ago which advises to change the setting in the sysconfig - Frontend::Agent::Dashboard::DashboardBackend###0250-TicketStats. I ...

ChrisMachnicki

Thanks. Everything fell into place once I got over this hurdle I was trying to jump. I removed all the useless roles and groups I setup, scaled it back and very quickly found another topic which addressed the ACL - http://forums.otterhub.org/viewtopic.php?f=53&t=23705 With the addition of a Read...

ChrisMachnicki

The default for all new tickets is the Service Desk queue. From there the 1st line guys triage the tickets into there respective queues so as an example a customer may ask for some dev work and a ticket is raised into the Service Desk queue, 1st line review the request and see its a dev ticket and p...

ChrisMachnicki

Thanks for the reply. I understand that agents and customers are separate and have tried to set up the groups but running into problems when associating to users i.e. the queue structure I have so far is - -Service Desk --1st Line --2nd Line -Development An agent/customer from the Service desk shoul...

ChrisMachnicki

Hi, I am setting up a new OTRS installation to replace the version we have at the moment (hopefully setting it up correctly this time). There will be in excess of 1000 users when it is configured and thus far I have been struggling with the concept of how it should be setup to how it has been for ye...

ChrisMachnicki

Hi all, Is there any way of hiding FAQ articles from searches? I have tried setting them to invalid which removes them from the categories but if you search for words on the page they appear in searches and allow the page to be clicked and read. I have a temporary solution for stopping the page bein...

ChrisMachnicki

Hi, I am using the FAQ module and trying to set them to invalid/invalid-temporarily however it has no effect, reverts back to valid when I edit again and is still searchable. I have also tried setting the approval to No which has no effect and finally moved it to a new 'Disable Pages' category with ...

ChrisMachnicki

Hi,
When I set the validity of an article to Invalid or Invalid-Temporary the article still appears. I have tried the different states - internal, external and public but it doesn't appear to make any difference.

Hoping this is just a config thing???

Thanks in advance

ChrisMachnicki

Hi all, I am trying to configure the FAQ module in a way that I can copy in html formatted source code into each category however it doesn't recognise it. All I was looking for was a single column, single row table with a red border which we can wrap sql in to separate it from normal text, so nothin...

ChrisMachnicki

Hi, When I set up conditions against a WorkOrder based on the state the only options available are the default ones (Created, Accepted, Ready, in Progress, Closed & Cancelled). As this process seems a little overkill for my needs I simply wanted the state machine to go Start > Created > Accepted...

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