Znuny Open Source Ticketsystem

soos

Figured it out. I had added a bunch of extra deployment states via a script and hadn't set the general catalog preferences for the new CI. So effectively all my new CI's weren't in a post-productive or productive state. Figures!

You live and you learn!

soos

Hello,

I am importing approximately 3500 CIs into OTRS 3.3.14. The overview is empty, but I can search for and link the CIs just fine, I can also delete them without any problems.

Any ideas why the overview doesn't work for me?

soos

Hi,

In my custom module, I have a hash consisting of items with subarrays, this all works fine. However, I can't for the life of me figure out how to from the SysConfig interface add a new hash item with a new subarray? Is it not possible or am I doing something wrong?

soos

Thanks! Upgrade to 3.3.13 worked perfectly! Upgrade to 4.0.x is some ways out

Lots of custom modules where we have to port the templates to the new type.

soos

Hi, I have a very simple process in OTRS 3.3.9 which the customer inputs a number of fields. I have made groupings for these dynamic fields and they are correctly shown in the agent interface after the customer presses submit. However, if I change owner of the ticket, add a note or anything else, th...

soos

Hi, We have customers who send to our OTRS system with a lot of other involved parties as well in CC, the problem as such is that the other parties don't get the [Ticket #XXXXXXXXXX] create notification mail, and when they reply the system creates a new ticket with their reply. Is there a way to mak...

soos

Fantastic! Thanks! Have a great day!

soos

my $Success = $Self->{DynamicFieldValueObject}->ValueSet( FieldID => 10, ObjectID => $Param{Data}->{TicketID}, Value => [ { ValueDateTime => $timestamp, }, ], UserID => 1, ); This is how I'm updating the dynamic field.

soos

I'm currently creating an event module which reacts to the setting of the ITSM due date field. It works fine if I set it through the interface in the "Additional ITSM fields" dialog. But when I set the value via code, it seems the event is not triggered. Do I have to trigger the event sepa...

soos

Thanks! Made sense now when I looked through the XML files for other modules!

soos

I would like to add a new button called "Billing" to the ticket menu, what is the most supported way of doing this? Should I edit the config xml to provide for another entry or is there another way?

soos

My OTRS system is set up with Ticket::SubjectSize 500, yet it cuts the subject short when the automated reply is sent out to the customer, for example "BlaBlaBlaBlaBlaBlaBlaBlaBlaBlaBla BlaBlaBlaBlaBlaBla BlaBlaBlaBlaBlaBla BlaBlaBlaBlaBlaBlaBlaBlaBlaBlaBlaBlaBlaBlaBlaBlaBlaBlaBla BlaBlaBlaBlaB...

soos

Is there a way to have OTRS make the queries with LOWER() or something? Is there a config setting for this? I am using postgresql 9.3.

soos

Thanks, I ended up looking at the source for the filter and I realized it wanted a match expression, so I rewrote it and it seems to work, but I must've misunderstood the functionality because now it just adds the incoming message as a "note-report", I thought it would add it as a follow-u...

soos

Hi, I'm trying to get the external ticket ID from the postmaster filter, I have attached a screenshot from SysConfig, the regex works if I use it in an external perl script, but I don't get any error messages and the emails are not interpreted correctly as followups. The ticket format is [Company XY...

soos

OK, I don't think changing the data source or anything is going to be possible...

soos

Hi, If a customer sends an email from Firstname.Lastname@Company.com it's not matched to firstname.lastname@company.com as it's described in our Active Directory, so our agents have to manually select the correct customer after the ticket has come in, is there a way to make email addresses always be...

soos

The reason I'm asking is because I can't find it in sysconfig, so I'm wondering where the values come from

soos

Hi,

I'd like to change the names of impacts from "1 - Very low" etc to something that makes more sense in our organisation, is there a supported way to do that? If not, what's the best unsupported way?

soos

Do you mean in the configuration options? Which configuration option is that?

soos

Hi,

We have an external customer company database in PostgreSQL so I guess I could hook that up using Kernel::System::CustomerCompany::DB, my only question is, is it read only? It's very important that OTRS doesn't change any information in that database, it should only read the information stored.

soos

Yes, the customers are organized by OUs, but I guess the best way is to just create them in the OTRS database when they're created in CRM.

soos

Hi,

I am syncing all my customer users successfully via LDAP, but the customer company list is still using the database backend, am I missing something or do I manually have to update the customer company list?

soos

Ah yes, I was confused as to the variable scope in javascript and the relation to the script tags, in the end I just made a dtl block where I basically did <script type="text/javascript"> var graphData = $Data{"graphData"}; </script> Passing the finished JSON object in as graphDa...

soos

Hi, I am writing a customer service portal, and for one of the modules I'd like to use the google chart API, the code to pull the data and present it is already finished, but I am having trouble with how to get it to work in the DTL? I suppose I have to put it in the dtl::js_on_document_complete rig...

soos

I have some dynamic fields I need created when my module is installed, how do I define that in the .sopm?

soos

OK, I figured it out, the blocks need to be generated before the header.

soos

The funny thing is it goes away if I comment out the Block() call in the foreach loop. It's super strange. It doesn't matter if I remove the fields in the DTL either and just output empty rows.

soos

Here is the output code: my $Output = $Self->{LayoutObject}->Header(Title => "Billing"); $Output .= $Self->{LayoutObject}->NavigationBar(); # $Self->{LayoutObject}->Block( Name => "NoDataFoundMsg", Data => {},); foreach my $key (@ResultSet) { $Self->{LogObject}->Log( Priority => ...

soos

<li id="nav-search"> <a class="Search ARIARoleSearch ARIAHasPopup" id="GlobalSearchNav" href="/otrs/index.pl?Action=AgentTicketSearch" title="Search"> <i class="icon-search"></i> </a> </li> </ul>123456<table class="DataTable"> <t...

soos

Hi, I am writing a small module for our billing stuff, and the output works fine, there's just some behaviour I can't understand, I have the following DTL:  <tr> <td>$QData{"FirstName"} $QData{"LastName"}</td> <td>$QData{"Description"}...

soos

Hi, I need to have a few checkboxes which should be set upon creation of an article, but should not be visible or changeable when you create the article. The state of these checkboxes should be shown when viewing the note, and the state of the checkboxes will be updated through the database afterwar...

soos

Not even in the database?

soos

OK, is there a way I can change the date on the articles created?

soos

Hi, I'm looking for a way to import tickets, we're moving from Kayako to OTRS and we need to have some searchable history, the quality of the history isn't that important i.e. it's OK if attachments are missing or if notes are missing, but customer correspondence should be searchable. Hope someone h...

soos

Since I know the timestamp of an article, I can use that to differentiate the shift. http://forums.otterhub.org/viewtopic.php?t=12546 can help. You get information grouped by agent (which probably is relevant to shift anyway) OR you can add a fake column: IF(TIME(a.create_time) BETWEEN '00:00:01' A...

soos

I don't know how I'd need to differentiate... I use the time entry field. We use different rates for day and night shifts, we invoice the customer for the time spent later so we need to be able to track how much time was used by the on call staff and the day shift separately, per ticket. For exampl...

soos

Hi, We're moving from Kayako to OTRS soon, and in Kayako we developed a rudimentary time tracking module to be able to log work units for a ticket and differentiate between the day and night shifts. I am now working on adding dynamic fields to the tickets so that the same information can be logged o...

Znuny Open Source Ticketsystem

Search found 38 matches

Re: CMDB overview empty SOLVED

SOLVED: CMDB overview empty

OTRS 3.3.14: SysConfig editing hash with subarrays

Re: Process widget in agent interface disappears after new article is added

Process widget in agent interface disappears after new article is added

Ticket create notification to CC recipients as well?

Re: Event not triggered while setting dynamic field value via API call

Re: Event not triggered while setting dynamic field value via API call

Event not triggered while setting dynamic field value via API call

Re: Adding a new entry to the Ticket::Frontend::MenuModule

Adding a new entry to the Ticket::Frontend::MenuModule

Subject truncated on replies

Re: Email is case sensitive, how can I change this?

Re: Postmaster external ticket recognition regex

Postmaster external ticket recognition regex

Re: Email is case sensitive, how can I change this?

Email is case sensitive, how can I change this?

Re: Change impact/priority/criticality names?

Change impact/priority/criticality names?

Re: CustomerCompany database, is it read only?

CustomerCompany database, is it read only?

Re: Customer company LDAP sync?

Customer company LDAP sync?

Re: Google Chart and dtl?

Google Chart and dtl?

Creating dynamic fields on package install?

Re: LayoutObject-Block() outputs a number sequence

Re: LayoutObject-Block() outputs a number sequence

Re: LayoutObject-Block() outputs a number sequence

Re: LayoutObject-Block() outputs a number sequence

LayoutObject-Block() outputs a number sequence

Default values on dynamic fields in articles?

Re: Import tickets from Kayako

Re: Import tickets from Kayako

Import tickets from Kayako

Re: Differentiate between day / night shift work units

Re: Differentiate between day / night shift work units

Differentiate between day / night shift work units