Znuny Open Source Ticketsystem

danny0312

Я же спрашивал про фильтры 8) Может агент себе какой-то хитрый фильтр на обзор статусов настроил? Значок корзинки Вам ни о чём не говорит? Мля...как то незаметил, убрал и вуаля :D Спасибо Дело в том, что раньше что то подобное случалось. Тогда я деактивировал StatusView в sysconfig и поставил обрат...

danny0312

alexus wrote:Покажите полный, с командной строкой (можно без адреса сервера), скринтшот ЗАКРЫТЫХ тикетов, где 0 написано

Here you go:

danny0312

Кстати, также есть настроены ACL's. Убирал, но не помогло. Выглядит это все по сути как баг какой то.

danny0312

alexus wrote:Скриншот покажите

Пожалуйста:

danny0312

alexus wrote:Может агент себе какой-то хитрый фильтр на обзор статусов настроил?

Да нет. У агента только доступ к одной группе и очереди. Адмін прав нет. Я не вижу никаких там фильтров и настроек( Сначала думал что доступа нет, но агент видит закрытые тикеты если воспользоваться поиском. Странно

danny0312

Здравствуйте, По каким то причинам агент перестал видеть закрытые тикеты в /Tіckets/StatusView/. Открытые есть, а вот закрытые пропали. Лог не ругаеться, ставил агента в другие группы и тоже самое. График статистики тоже пуст. Получаеться что агент как то не полностью имеет права к очереди/группе на...

danny0312

It is most likely the group membership not being assigned properly. I tried assigning that same agent to different groups with different queues and got the same result. Besides doing that in GUI, could you point me where I can find that in config files? Maybe I should try to remove it by modifying t...

danny0312

Do not know. ACL or group membership. And you're going to tell me this agent is the same as all the other agents. And then we talk about browser caching or ... I don't really know. Exactly :D There are few agents that monitor a particular queue and all besides one are able to see all the stuff. For...

danny0312

Any ideas or hints regarding the issue? Besides closed tickets the stats graphs are also clean, which means that agents for some reason doesn't get full access to the queue or something. I tried assigning different queues to that agents but result is the same :( Is there a way to reset the user or s...

danny0312

Hi and thanks for reading, I have installed OTRS and the KIX4OTRS script to provide some Customer Portal functionality I require (which is working well). Unfortunately, I now have an issue whereby when I click on a ticket Note, Phone Call etc it will bring up the window but immediately also bring u...

danny0312

I am unable to replicate your experience with information provided. What information would you need? Could you perhaps give me some troubleshooting tips to further investigate the issue? I have to mention, that same user had that issue couple month ago but I was able to fix it by enabling/disabling...

danny0312

QueueIDs come from queues. If there are no names in filters that match real queues, you'll get no QueueIDs because the words don't match. The thing is that no one else besides be has admin rights to OTRS and Queues names/labels haven't been touched since they were created. If that was an issue I be...

danny0312

The given param 'QueueIDs' is invalid or an empty array reference means: someone likely changed the labels on queues. Could you please give some more details on that? By labels, do you mean name of the queue? All the agents only have rights to one group, which is linked to their queue, no admin rig...

danny0312

Hello guys! One of our agents has trouble seeing closed tickets under Ticket/StatusView/Closed Tickets. Open tickets are showing fine but for some reason closed tickets are not showing up at all. This is just something that suddenly occurred and I cannot figure out what could be causing it. I tried:...

danny0312

Hi everyone, I just wanted to know if it is possible to set up the agent with rights so that he/she can modify template, add types, etc to their queue only. It seems to me that by looking at admin interface it perhaps not possible but I just thought I'd ask. If there is any other solution for it ple...

danny0312

Hi, I found that there is a setting in sys config for a ticket calendar. It is: DashboardBackend###0260-TicketCalendar . But I don't seem to find a setting to enable it to show up on agents dashboard. The only option to enable the calendar is a Events Ticket Calendar but it is empty. I think that it...

danny0312

Is this a module you downloaded or did you make your own changes to stock? (how to replicate your experience?) I installed a kix4otrs package where they have this module for 1 month stats. However, it's probably because of: unshift( @TicketWeekdays, [ 6 - $Key, $Self->{LayoutObject}->{LanguageObjec...

danny0312

Hi everyone, I seem to have a problem with 1 Month stats graph for an agent dashboard. It looks like the text on x-axis is overlapping. I looked through the html code blocks and for some reason it is duplicating days on top of each others. I looked at html module and it only has 7 days listed so I a...

danny0312

Hello, So recently I have migrated from mssql to mysql using mysql workbench. Everything went smooth pretty much, I was able to copy the configs and it seems to run fine. However, I am faced with encoding problem. I was able to convert the database charset to utf8 collation as well as all the tables...

danny0312

Hello,

I just wanted to know if it would be possible to export all the tickets from one OTRS system (running on MS SQL) and then import it to another OTRS instance (running on mysql)?

danny0312

Hello everyone, I recently completed a migration from MS SQL to mysql (currently on a testing server) using mysql workbench. Everything went fine except encoding. Most of the tables were showing latin1 collation so using these (http://forums.otterhub.org/viewtopic.php?f=62&t=16536) suggestions I...

danny0312

I have configured an event based notificaiton to notify a customer on a TicketStatusUpdate and filtered it by closed states. I have specified a queue and customer as recipient. I've typed some notification sample text as well. Unfortunately when I close a ticket no notification is sent. I wanted to ...

danny0312

crythias wrote:Acl

I thought of it but didn't know it had parameters for menu. Thanks !

danny0312

Hi, I was interested if it would be possible to restrict visibility of some of the ticket menu buttons (such as merge, decision, etc) to a specific group. I know that I can disable those completely for everyone, but to have an option to restrict it for a specific group would be great. If it is possi...

danny0312

crythias wrote:Generic Agent?

I will give it a try, thanks

danny0312

masih wrote:someone can help me with a little question? how i can add to dashboard of my otrs webpage an statistic?

I am using otrs 3.3.5 and CentOS 6.5

To add statistic tab to a dashboard make sure you are in that group.

danny0312

Hi guys, I was just wondering if it would be possible to change the ownership of an existing tickets previously belonged to an agent to the same agent just with different username. Our domain was changed and since it is authenticating via AD and pulling UPN name, now in order to log in I need to use...

danny0312

nycjr wrote:
yuri0001 wrote:Hi!
nycjr - try to see here - viewtopic.php?f=60&t=8032 - may be it help you.
After trial and error, I finally made it work. Thank you for your help.

Were you able to actually hide the fields associated with queue or you just hiding its values?

danny0312

After some playing with ACL code in Config.pm I was able to implement the desired. Don't know why it wasn't working in web ui but manual hand code worked. Again, thanks for everything.

danny0312

It seems you really really hate command line and need the web ui to work for you, but I'm telling you, you could hand code this in Config.pm in less than the 2 weeks you've been asking about the web interface. I did tried to hand code it in Config.pm following the OTRS manual on ACL but it didn't w...

danny0312

Anything???

danny0312

Thanks for your reply and help. Well, I have been following your instructions but unfortunately it didn't work :( Attached is an example configuration that corresponds to what you have proposed. Please let me know if I missed something or if something is wrong. Let me just explain the screenshot: Ty...

danny0312

I see Possible and Possible Not in the image you posted. I don't really know how best to say this. For a given criteria (Property), provide Possible values to fields specified in "Possible" and/or hide values in fields specified in "PossibleNot" "Change Settings" is ju...

danny0312

Specifically: Any value that can be assigned to any field is filterable (Possible/PossibleNot) based upon criteria (Properties). Could you please take a look here and tell me what I am missing? At the top, "Match Settings/Properties" I am able to choose a DynamicFields I created. Then, at ...

danny0312

Dynamic Field display/hide per queue is relevant to ticket creation : http://forums.otterhub.org/viewtopic.php?f=60&t=24116 Dynamic Field available values is relevant to ACL. Hiding or displaying Dynamic Fields in AgentTicketNote is a bit more complicated. (Actually, it's in AgentTicketCommon.d...

danny0312

Hi all, I have added few dynamic fields to a "Note" so the ticket can get few extra attributes but I want those dynamic fields to be only visible to particular people. Let's say people who only have an access to Support queue would get dynamic fields associated with that queue. I think tha...

danny0312

Apparently it wasn't showing up in "Ticket Information" windows it had to be added to Ticket::Frontend::AgentTicketZoom###DynamicField the same way I added it into ViewNote. Now everything is cool

Still have to work on ACL's though....

danny0312

I added few extra fields and when I add note to a ticket picking those values from dynamic fields (I created) there is no way to see that info. In "Ticket Information" I don't see any of those fields Make sure the Dynamic Fields are Ticket fields and not Article fields.[/quote] I have att...

danny0312

ACL Could you please give few more details on that? Also, I added few extra fields and when I add note to a ticket picking those values from dynamic fields (I created) there is no way to see that info. In "Ticket Information" I don't see any of those fields and that info doesn't show up. ...

danny0312

Hi, I received a request to create some of the custom (dynamic) fields so when ticket comes, it can be let's say categorized and assigned some specs. Those are type, hardware, software, client, etc. I was able to add some of the dynamic fields with drop down lists under "Note''. I can see that ...

danny0312

crythias wrote:Yeah, but as a customer, how many of those pdfs do I actually need in my inbox? Once, sure, but .. If I've sent you 5 ticket requests, I have 3MB from you. I already have the PDF. do I need it again?

Actually it makes sense. Thanks for advice. I will look into that.

danny0312

Don't understand why there is an option to link attachments with templates but not with auto responses. Probably because it's automatic. As in, is it really necessary to attach a 10MB file for every "Thank you for your followup?" Once a ticket comes in, I would like to automatically send ...

danny0312

While the answer is likely or possibly yes, may I suggest hosting the file and providing a link to the customer instead? That was actually my option #2 :) However, before I do that, I would like to know if it is possible to do in OTRS. Don't understand why there is an option to link attachments wit...

danny0312

Hi there,

I am looking to create new auto response on a new ticket, which is automatically sent out to customer and wanted to know if it possible to include an attachment with it? I know that attachment can be included in templates, but what about auto response?

Thanks!!!

danny0312

Hi guys, I was able to setup a notification so when a new ticket comes to help desk queue, each agent received a notification. Then, when a customer replies to that same email/ticket no notification is sent. So basically I have to go and check if customer has responded.... Ticket follow up notifica...

danny0312

Hi guys, I was able to setup a notification so when a new ticket comes to help desk queue, each agent received a notification. Then, when a customer replies to that same email/ticket no notification is sent. So basically I have to go and check if customer has responded.... Ticket follow up notificat...

danny0312

Fixed it...finally!

Feel free to close the thread.

danny0312

jojo wrote:Well, this is not an offical support forum.

It is not? Well I actually thought it is. When I try to go to forums.otrs.org it automatically redirect to this one. I though it is an official one.

danny0312

Well, this is not an offical support forum. You'll get answers by a lot of people using OTRS. Some of the answers might be wrong, some of the persons might not have deep enough knowledge to give the right answer. Yeah you right and I understand that. I am just trying to implement this feature (agen...

danny0312

Why should I answer the question? As I said you should not switch from *NIX to Windows. So why should I tell you how to make yourself and your users unhappy? I guess because somebody asked it and was looking for help :D I agree with you, but since somebody already decided going to windows, your ans...

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