Znuny and ((OTRS)) Community Edition

adminrd

Hi, I'm stuck on this. Is there a way to automatically attach a file in the AgentTicketPhone screen during ticket creation. I need to have a file already attached in the ticket creation template ...:( I tried to modify in the js file Core.Agent.CustomerSearch.js, the file appears in the screen but i...

adminrd

Hi all, I have to develop a phone book that must appear on each ticket zoom view. This phone book will contain some contacts names and phone numbers retreived from a customer database or from an API. I wanted to display the information as a grid in the ticket zoom view but it seems not possible to h...

adminrd

Hi all, I create a generic agent task using the interface : Event based execution: Event tiggers: TicketStateUpdate Select tickets State : closed successful MyDynamicfield: value1, value 2, value 3 Update/Add Ticket Attributes nothing used Execute client Module : use some custom module The result: W...

adminrd

Hi,

I wanted to know how to do

I want to add a new multi-select dynamic field
ex:
computer
clipboard

but for each selected value from the multi-select I wanted to display a related quantity (1 by default).

Has someone already done that ?

Thanks and regards,

adminrd

Hi, Thanks for the documentation. It works for me like this: curl -X GET --data '{"DynamicField_FieldNameX": {"Equals":["28537"]}}' "http://localhost/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnectorREST/TicketSearch?UserLogin=myuser&Password=mypas...

adminrd

Hi ness,
I have same problem actually.
Did you find a solution ?

Thanks and regards,

adminrd

Hi,

I found the solution, I have to change in Kernel/Modules/AdminSysConfig.pm.
I have to use a hash instead of an array @ArrayHour (line 1754) to store the 8.5 key that is a string.

Regards,

adminrd

Hi, I modified all needed code to add 8.5 hour in the ranges of TimeWorkingHours::Calendar1. Framework.xml AdminSysConfig.pm But not able to check the 8.5 checkbox in the sysconfig page, it check automatically the 8 checkbox when submit. Maybe a problem in Layout.pm but not sure. Maybe someone in th...

adminrd

OK thanks for reply

adminrd

Hi,

When I have a ticket with both "Reply" and "Reply All" listboxes.

Where can I configure to have only one "Reply All" listbox (I don't want to display "Reply" in this case) ?

Thanks a lot

Bye

adminrd

Hi,

Yes, it's JSON, your link seems to answer my need, I will have a look.

Thanks for your help,

Regards,

adminrd

Hi all,

My need is the following:
- I have an external API for my external datas.
- I wanted to get my data (from this API) in a dynamic field of the "create new phone ticket" form.

Is it possible or not ?

Thanks in advance,

Regards,

adminrd

Hi all, I configured a new job for my generic agent like this: %Jobs = ( # -- # [name of job] -> send reminder emails to agents # -- 'send reminder emails to agents' => { # get all tickets with these properties Queue => 'Misc', States => ['new', 'open'], SLA => 'SLA24/7', DynamicField_SLA247 => { Eq...

adminrd

Hi, Thanks for your answer. Then I created Custom/Kernel/Output/HTML/DashboardTicketGeneric.pm and add the code to retrieve my WorkingTime : elsif ( $Key =~ m{\A (DynamicField_.+?) _ (.+?) \z}sxm ) { $DynamicFieldsParameters{$1}->{$2} = $Value; } elsif ( $Key eq 'WorkingTime') { $TicketAttributes{$K...

adminrd

Hi all, I add a custom Dashboard backend, but I wanted to use WorkingTime value instead of TicketCreateTimeOlderMinutes. Is it possible ? <?xml version="1.0" encoding="utf-8"?> <otrs_config version="1.0" init="Application"> <ConfigItem Name="DashboardBack...

adminrd

Hi all,

I get it !
In fact the Extended =>1 must be in the TicketGet function of the Kernel/System/TemplateGenerator.pm source file.

Regards,

adminrd

Yes, I can see the fields SolutionTime and SolutionInMin in the Notification Event and in the search. Maybe my "Extended => 1" modification is not in the good source or maybe I miss somme other change to do in the code ? I'm really stuck on this now... Here's my response template: Avis de ...

adminrd

Thanks for the answer, I will try this way.

Regards,

adminrd

Yes, I want to restrict only for one agent login in fact.

thanks

adminrd

Hi all, I try to use Ticket ACL for select "note-external" as only possible note type, if userLogin is me. I did this in Kernel/Config.pm : $Self->{TicketAcl}->{'ACL-Name-2'} = { # match properties Properties => { # current ticket match propertiesi Frontend => { Action => ['AgentTicketNote...

adminrd

Anyone ?

adminrd

Hi all, OTRS 3.2.7 I add the tags <OTRS_TICKET_SolutionInMin> and <OTRS_TICKET_SolutionTime> in the response template. But when I send the response the values are empty. I suppose I have to activate some flag in the code, I tried to add Extended => 1 in the AgentTicketCompose.pm but it does nothing....

adminrd

Thanks a lot ! I will try that way .

Bye

adminrd

Sure if I find the way to modify the code I will do it.
I just wonder if someone can give me the sources files involved in order to modify them.

Regards,

adminrd

Hi everybody,

I've actually the same question, is someone has some tips to modify the code in order to have half hour in calendar working hours ?

Thanks in advance for your help,

Regards,

adminrd

Yes, you're right, article dynamic field seems to be the appropriate response. But I didn't succeed to get the article dynamic values in the search CSV. I have the column that appears in the CSV but it's blank. And I configured the right thinks in Ticket::Frontend::AgentTicketSearch###SearchCSVDynam...

adminrd

Now my problem is when I have multiple follow ups that arrived in the same ticket...
it is not possible using a postmaster filter to now the first follow up, second follow up value, etc.

adminrd

It works perfectly thanks
But
Now I wanted to keep the value of my dynamic field BEFORE the update. Is it possible ?

Regards,

adminrd

Hi,

I wanted to know if it's possible to have an event named "TicketDynamicFieldUpdate" ?

If yes, how can I configure it ?

Thanks in advance for your help,

Regards,

adminrd

Ok it works

thanks a lot!

Regards

adminrd

Hi, Thanks for the answer, Do you mean that I have to create a new dynamic field named Dynamic_foo_followup to store the first value in X-OTRS-Dynamic-foo-followup ? So I have to add a new filter to match the X-OTRS-FollowUp-dynamic_foo ? that's right ? Sorry, but I'm little confused in the right wa...

adminrd

Hi all, I tried to configure a postmaster filter that populates a ticket dynamic field as a followUp. When first mail arrives all is OK the dynamic field is filled. When second mail arrives for the same ticket, then the first value of my dynamic field is erased and replaced by the new value. How can...

adminrd

Thanks for your answer.

Regards.

adminrd

Hi,

I wanted to know what is the impact if I don't stop apache when upgrading from 3.0 to 3.2 ?

Thanks in advance for your answer.

Regards,

adminrd

Hi all,

Is there a way to configure the calendars so that the business hours are 8:30AM - 6:30PM?

Thanks in advance,

adminrd

Hi,

Thank you very much, it helps me a lot !

Regards,

adminrd

Hi,

Thanks for your answer.
In the settings, TimeWorkingHours from 8 to 20 are checked.

Regards,

adminrd

Hi, I have a problem when trying to export search results in CSV file. The field FirstResponseInMin is well calculated when a ticket is created and response done during the same day. But when the ticket is cretaed the day D and the response is the day D+1 then the FirstResponseInMin is false : it is...

adminrd

Hi,

I'm looking for a solution
I have 2 tickets to merge together , one has FreeText fields with values inside
how can I have these values copied into the other ticket when merging both ?

Thanks a lot!

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