Znuny Open Source Ticketsystem

Gonzalo

Thanks reneeb!

Everething works fine with your bin/otrs.Console.pl.

Gonzalo

Hello, I´m trying to import a CSV file from command line to input items in the CMDB using otrs.ImportExport.pl, but I've got the next error message: [root@otrs otrs]# ./bin/otrs.ImportExport.pl -n 000004 -a import -i /tmp/otrs_servidores.csv $Kernel::OM is not defined, please initialize your object ...

Gonzalo

Thank you @root I comment this default code section and now it is working. #[% RenderBlockStart("DynamicField") %] # <div class="Row Row_DynamicField_[% Data.Name | html %]"> # [% Data.Label %] # <div class="Field"> # [% Data.Field %] # </div> # <div class="Clear&q...

Gonzalo

This is the behaviour when the field is duplicated with the dynamic_field "Categoria"

Gonzalo

I was trying to do different combinations and anything works with this 3 "parts": Superior code in AgentTicketPhone.tt in the superior level: [% RenderBlockStart("DynamicField_Categoria") %] <div class="Row Row_DynamicField_[% Data.Name | html %]"> [% Data.Label %] <div...

Gonzalo

Thanks reneeb!

Now I have the problem that the dynamic field is duplicated.

I tried to hide the dynamic field in Ticket::Frontend::AgentTicketPhone###DynamicField setting to "0" but OTRS have hidden both, in the top and in below.

How could i resolve this problem.

Thanks in advance.

Gonzalo

Hello. I need to move up the dynamic field that I created to the top of the ticket, where is the static fields. The dynamic fields appears in the bottom of the ticket (AgentTickectPhone,AgentTicketMail,CustomerTicket). I have attached a image to try to explain that. When i was using OTRS 3.3.6 can m...

Gonzalo

the field Deployment State was inactive.

Gonzalo

Hello. We created a new config Item (CI) and we imported a CSV. Everything was imported perfectly but when we went to CMDB overview and we observed this config item, it says is empty, 0 config items. We checked the database and we saw all the CI imported were there, also we exported a csv via the GU...

Gonzalo

This is the SystemLog:

No State for open found!
No State for new found!
No State for pending reminder found!
No State for open found!
No State for new found!
Need Name!

Thanks!

Gonzalo

Hi! We did a backup of the OTRS ITSM 3.3.6 that we use for customer. We did a clean instalation, restore the database and the sysconfig. Everything works fine but when you are going to create an article (customer portal and agent portal) we have the following error : Message: Need TicketID! RemoteAd...

Gonzalo

Hi! I try to understand why sometimes I see the button close and sometimes I can't see the button close in the AgentTicketZoom. I solved it long time ago adding the field next state in Note to select the closed state. I atthached the differents sittuations. Where can I configure to solve this situat...

Gonzalo

Hi again!

could anyone help me about this topic?

I attached an image to be more clear. That I said I want to see the column "dynamic field" in the screen of service zoom where you can see the Config Items associated to the services.

Thanks

Gonzalo

Hi! I want to configure the ConfigITEM (CI) in the view => AgentITSMServiceZoom. AS you know, with OTRS::ITSM, in this view you can see the details of the Asocciates SLAS and the Linked configITEM (HW,SW...). Is possible to show the dynamic field of a configitem that you linked. Now I can only show ...

Gonzalo

Could anyone say if is possible or not?

Thanks

Gonzalo

Hi! I use the import module with template to import a CMDB with more than 200 CIs (only hardware). The automatic import works fine but now I need to do the association between other CIs and services. I used to do it manually but with less CIs around 20. Is there anyway to associate in a quick way. T...

Gonzalo

Hi!

I found the problem,I deleted the Carriage return and now works.

Thanks everybody for the help!

Gonzalo

Hi reneeb! I try to use Incidencia\s+Media but it doesn't work. Anyone know what is the problem? Because if I separate the rule in two different \s*SLA:\s*(Incidencia Media.*)\r+?\n\ and \s*Tipo:\s*(Incidencia.*) its works but together not. I think that the RegExp didn't "read" the second ...

Gonzalo

Hi again! I have problem to capture the second line of the body with this regular expression: RegExp \s*SLA:\s*(Incidencia Media.*)\r+?\n\s*Tipo:\s*(Incidencia.*) Input: SLA: Incidencia Media Tipo: Incidencia I try in a RegExpre Tester and it works but in OTRS doesn't work ¿Someone see anything wron...

Gonzalo

Thanks everybody!

I am trying to build a Regular expresion like @reneeb explain me.

Gonzalo

I read my reply and I explained bad. I try to explain better: For example if I received a incoming email from the customer with this format: [From]: @customer.com [Body]: Description of the incident/request: Description... SLA: Incident High Service: Support 1 Prioriry: High Is it possible to captur...

Gonzalo

The difference is that the external notification is seen by the customer (customer portal) and the internal is only seen by your agents

Gonzalo

Thank you RStraub! I changed the AdminPostMasterFilter.dtl to add more fields for both (Filter Condition and Email headers). Last question, is it possible to catch some values for filter conditions in the Header-Body, for example SLA and Service. Because if I set up to header with the same type, I c...

Gonzalo

HI @crythias

I don't know how can I add more email header or filter condition to more complex PostMaster. I attach a image where i need more email header.

Thanks for the help.

Gonzalo

Hi!

I configured the PostMaster Mail Account and Ireceived in OTRS the incoming mails. I configured the PostMaster Filter but I only have 4 Headers to sort.

If i want more, should i configure more than 4 headers in config.pl?

Thanks

Gonzalo

Sorry!

I don't know why i think calendar are related to services and I saw now that calendars are related with SLAs.
With ACLs I can filter the type and force to select the "ticket_type" SLAs.

Gonzalo

Hi! I think that is not possible to configure this example that i am going to explain, but maybe someone know if it's posiible or have any idea how to achieve. If I agree with the customer that I will give support 24x7(e.g calendar1 in OTRS) for incidents and 8x5 for requests(e.g calendar2 in OTRS) ...

Gonzalo

Thanks, Finally we have decided to store the "scalation_response_time" and "scalation_solution_time" ticket field in other table when the ticket is created via trigger. We have not different scalation services, only level 1. The only problem I think is if one agent change the SLA...

Gonzalo

Thanks @crythias. I checked yesterday this file Ticket.pm when I was looking for SolutionDiffInMin through this forum and in the web. My problem as you said is that not every SLAs are with 24x7 calendar. Could you help me or guide how to pull via SQL query? Now we are taking this information with th...

Gonzalo

is the SolutionDiffInMin field store somewhere in the database? Seria For retrieval in a sql query. I know I can remove the statistical section but I'm interested for a sql query. I need to recover this field for a sql query. I know I can take it from the statistics section but I'm interested for a ...

Gonzalo

Hi crythias!

I need a field to know when the service is out of date. For example if I have created a new service for one customer for 2 years, I would like to set a date to control wheter is still valid or not.

Thanks!

Gonzalo

I try to follow this post: http://forums.otterhub.org/viewtopic.php?f=62&t=28003&p=113021&hilit=ADminService#p113021 but I try to add a Date / Time dynamic field but with no success. I attach the code that i wrote in config.pl and If someone find any error please help me. $Self->{'Servic...

Gonzalo

Hi! I created a dynamic Field called "expiration date", that i want to add in Action=AdminService;Subaction=ServiceEdit;ServiceID=NEW, to know when the service is expired. So I try to search any file like "NewService:" to add this dynamic field. My doubt is that I don't know what...

Gonzalo

Can anyone help me in this topic?

Gonzalo

Thanks jojo! I don't know how to do the sql query. The problem I have is that the table ticket(id,tn,totle,queue_id,ticket_lock_id,type_id,Service_id,sla_id,user_id,responsible_user_idticket_priority_id...) don't have any colunm related with the table configitem (id, configitem_number, class_id, las...

Gonzalo

Hello!

I was triying to extract a ticketlist Statistic with the CI related to do a report, but I could not.

Is there any way to extract a Tickectlist with the configuration elements linked to these tickets?

Thanks

Gonzalo

Thank you jojo!

I installed the extension and I'm going to try the extension of surveys and I will see if it complies with the criteria that I need.

Gonzalo

Is there any way in which the customer can evaluate their tickets once the tickets have been closed by the agents?

Thank you!

Gonzalo

Hi! Is it possible to assign an SLA depending on a priority and the creation time of the ticket(in/out business hours)? We want to control agents and users do not set SLAs. I don't know if it is possible to set SLA with GenericAgent. I do not know how to solve this, but we do'nt want neither the cus...

Gonzalo

Hi RStraub! I found the error, I took the csv from external software (discovery tool) that the csv is with ',' and when I open with Excel I transform in columns to do the import. So I din't know that columns in excel works with ";", that's the error, when OTRS found the first separated val...

Gonzalo

Hi! I create the class definition "Server" to simplify the default CI Computer - type Server. The code is attached. What really interests me is the import of the CI server, but When I try to import launch me an error. The Sistem log describe Need DeplStateID! but my CSV have the Name, Depl...

Gonzalo

Thanks crythias I had not understood DynamicField_<field_name> format. I attached the code if anyone is interested in the future $Self->{TicketAcl}->{'100-ACL'} = { # match properties Properties => { # current action match propertiess Frontend => { Action => ['AgentTicketPhone','AgentTicketEmail'], ...

Gonzalo

I used this documentation to undestand how it's work.
I didn't know what am i doing bad.

Gonzalo

Hi crythias! Sorry I explain better What I want to happen is that when you select a queue, the ACL filter the dynamic field 'ut'. That the thing i want. In the code I want that if an agent chose the queue 'Projects' the "ut" just let select value 1, the code as you see I put three fields, ...

Gonzalo

Hi! I want to filter a dynamic filed called 'UT' when I select the QUEUE 'Projects' via ACL. I atthached the code (Config.pm) and the configuration of the ACL. I din't know why it is working with normal fields ('Priority') but with the dynamic field ('UT' and 'Subcategory') have not worked. # ticket...

Gonzalo

I forgot to write that I can configure to display this field in Ticketzoom and AgentTicketStatusView (Small,Medium,Large view) but not inside the articles!

Thanks again!

Gonzalo

Hi! I created a Dynamic Field that it is a text area. When agents add a new decision (open-ticket) they fill out a DynamicField called "Diagnosis". Later when the ticket is closed, I want to check this information inside the articles (expand articles) and I can't (see the image attached an...

Gonzalo

I confuse between "state type" and type, that is the problem. Now it's works fine. Another question? Is it possible to limit the next state for the actual state? For example Not pass from "new" state to resolved (closed state type) but if state "cancelled" (close State ...

Gonzalo

Hi! I want to change the standard lifecycle of "New Phone Ticket" and "New Email Ticket". I try to configure this lifecycle: New (new state) --> In progess(open state), cancelled(close state). In progess(open state) --> Pending of Evaluation (open state), Pending of test (open st...

Gonzalo

Yes jojo, I understand it is the type but if I have to configure a SLA with Response time and Resolution time what is the best type?
Resolution type or Response Type.

Thanks

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