Znuny and ((OTRS)) Community Edition

retro2707

Of course, how silly of me, i didnt setup that part!

Apologies for wasting your time reneeb. thanks for getting back to me.

Brendan

retro2707

Hi all, Setting up a new OTRS instance and really struggling configuring it so that end users can login to the web portal to manage their tickets. I am doing it via LDAP and all the customers appear in the Customer Users view and show up when creating tickets, but for some reason when i try to login...

retro2707

Thanks Florian, Do you have any links for other companies providing addons with that functionality? I just cant get my boss to pay for support from OTRS required to get the feature addons but if there was a one off cost for an addon that does the job they may stretch to that. Thanks for responding. ...

retro2707

Hi, Kix4OTRS provided a great feature where you could pause the escalation time if you put the ticket in a specific queue. I see there is a feature addon that seems to do the same (Advanced escalations) But it is at platinum level and there is no way we can afford this. Do you know if this feature o...

retro2707

Thanks Roy,

Will have a look into this.

Brendan

retro2707

Hi, We have an old version 5 machine with OTRS and the KIX addon installed. We wanted to migrate to a new server and put on version 6 (Kix is not supported on that version) but retain the ticket, sla and agent data. I found a module called DB clone, which only seems to work on a blank db? I really w...

retro2707

Any OTRS wizards out there have any ideas on this?

retro2707

Hi! We have an ACL in place to limit the Impact that can be chosen on ServiceRequests to 4 - low and 5 - very low . This works fine. The problem comes as all tickets come in as type incident, P3 with an impact of 3 - normal . When you go to Ticket Priority to change the ticket type to ServiceRequest...

retro2707

Hi all! As per the title really. I have created a stat of type TicketAccountedTime and chosen Accounted time by Agent for the X-axis but on the Y-axis I dont have a Ticket# option. Am I missing something or is there another way to do this? I just want to find out how much time each agent has spent o...

retro2707

Im confused. As I mentioned in the initial post, on the test system, which was cloned from live around 3 weeks ago we have the desired behaviour. I tried with 2 agent and both of them do exactly what I want, but on live it doesent work. I dont know what I may have changed on test so that it always d...

retro2707

Hi and thanks so much for the response. That works great, now when I click on Queue view, it works on the first screen that loads (My Queues), but when I click on another queue it then goes back to "Available tickets" again. So close! Is there a way I can make it apply this setting for all...

retro2707

Hi! When an agent goes into the queue view, we want the default to be that "All tickets" are chosen as shown below. 2017-04-28 09_32_53-QueueView - Ticket - IT Service Desk.png Interesting we have a live and a test system. On live, it always defaults to "Available Tickets" and on...

retro2707

Oh, thanks reneeb, that sounds exactly what I need. Where could i find this translation file? Sorry for the basic questions, I am still a bit of a newbie with a lot of OTRS things...

retro2707

Hi, We have created some OTRS processes with various dynamic fields for the initial form submittion. One of the built in entries is "Title" as shown below: 2017-04-20 09_55_33-Edit Activity Dialog _IC Report Request Form_ - Process Management Activity Dial.png Is it possible to change the ...

retro2707

I have not tried that no, let me give that a go and I will let you know if its sorted it. Thanks!

retro2707

Hi, For some reason our OTRS logos keep disappearing every day or so. I run the following to copy them back but the files are being deleted for some reason. Can anyone help? cd /root \cp -af PDFLogo.png /opt/otrs/var/httpd/htdocs/skins/Agent/KIX4OTRS/css-cache/img \cp -af LoginLogo.png /opt/otrs/var...

retro2707

Hi, I have a generic agent job that moves tickets of a certain state into a specific queue and puts them on pending, however I dont want slave tickets to be moved as well. Currently if I change the state of the master, it changes the state of the slaves and then the slaves move queues as well. I wou...

retro2707

jojo! If I could give you a high five/ hug/ kiss I would, that worked perfectly!! Not sure why this changed with the upgrade. Thanks so much. You saved my day!

retro2707

Hi and thanks for replying, Correct, this is just a standard OTRS ticket list report. The way I did it was to create dynamic fields for each one of LDAP attributes I want to map, with the same name as the "storage" entry in the map file (e.g. company,manager,department) I select the attrib...

retro2707

Hi, I setup a map file in config.pm with the following information: Map => [ # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],...

retro2707

I believe i have identified this as an issue with Kix. I have emailed their support and will let you know what I find out.

retro2707

Hi,

See versions below:

5.png

retro2707

I have tried it like you mentioned and no change. Just to keep things simple I tried the following 2 acls. These work as expected (Ticket type incident is shown) on v4 but dont work on v5 (Type incident is hidden). $Self->{TicketAcl}->{'y - PossibleNot'} = { 'Possible' => {}, 'PossibleAdd' => {}, 'P...

retro2707

Hi,

Can I provide any more information to you to help troubleshoot this? We want to get the system upgraded but we need this sorting before we go live.

Thanks a lot,

Brendan

retro2707

Hi, Since I have upgraded to the latest v5 OTRS from v4 I have had an issue with the ACL's working. See below. What am I doing wrong here? Any ideas? The ticket is in 3rd line and I am a member of Role 3rd Line, but I dont get the Close option in the ticket. If i disable the rules I have the close o...

retro2707

Hi, Thanks for the response. I have found a little more on this. When I use the setting: $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; The contacts do appear in the customer information centre, however, when I create a new ticket, they dont appear in the customer box as an option. Do you know wher...

retro2707

Hi, As per the title really. I want to be able to add Contacts as customers. My LDAP setting is working fine with this setting: $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(mail=*)'; This just shows users. When I change to this setting: $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; This shows use...

retro2707

Hi and thanks for replying. Unfortunately that didnt work. I ended up putting the following code in the HTTPD.conf file and restarting the HTTPD service NameVirtualHost *:80 <VirtualHost *:80> ServerName servicedesk.domain.com Redirect permanent / https://servicedesk.domain.com/ </VirtualHost>

retro2707

Hi, Thanks for the replies. I have asked in an apache forum and they say that I need to find the virtualhost configuration file/ entry, the problem is that I cannot find this. I dont know how OTRS works on the web side. @Charmacs - I think thats the debian location. For me its /etc/httpd/. I have ch...

retro2707

Hi, I followed the article https://huntingbears.nl/2015/01/25/using-an-ssl-certificate-with-otrs/ and set OTRS with SSL. This works but now I want to turn off HTTP access to the site, the problem is that the guide talks about adding the following lines to the apache HTTP virtualhost configuration: R...

retro2707

Perfect, thanks reneeb! Will see what I can find.

retro2707

Anything on this? Sounds like a fairly standard request to see where the tickets are coming from.

Thanks a lot!

retro2707

Perfect reneeb. Thank you so much! Excellent stuff.

retro2707

Thank you so much reneeb! Thats exactly what I need. Perfect.

retro2707

Hi,

The notifications have been "jazzed" up in version 5, but how can I edit the html like the background and text colors etc? If I go to admin > notifications, I dont see any option to do so. Could anyone please help?

Brendan

retro2707

Any ideas on this one? I thought it would be a fairly standard request. A lot of our tickets have long names and to be able to see it without mousing over the title all the time would be a big help.

retro2707

Hi, As the screenshot below shows really. Can we increase the size of the fields so we don't have the "......" afterwards please?

I had a look through some searches but couldn't find anything to do with the search results/ queue screens.

ul.png

retro2707

Reneeb, you are an absolute star thanks. The file must have got removed. I recreated with the correct number and all is good. Great stuff.

retro2707

Hi, I recently updated to the latest OTRS and Kix version on our test system, since then I noticed that the ticket numbers have reset, so any new tickets come in as 100001 etc whereas existing tickets are still showing as 1200xx. Is this going to be a problem and will any tickets get overwritten or ...

retro2707

OK i have figured out what is causing it. I have changed my Impact levels from the default 1 very low etc to different values in Dynamic Fields. That is just the display name, not the actual field name. On my installation, when I changed them back to the default names the priority updated automatica...

retro2707

Hi, I am running into a problem when I try to clone the OTRS database using the CloneDB module as shown below. [Wed Aug 5 12:31:28 2015] otrs.CloneDB.pl: DBD::mysql::st execute failed: Table 'otrs.change_freetext' doesn't exist at /opt/otrs/KIX4OTRS/Kernel/System/DB.pm line 635. [Wed Aug 5 12:31:28 ...

retro2707

OK I did a completely Vanilla install on CentOS 6.5 with 4.0.9 and the priority screen works both with and without Kix. Clearly the issue is with my installation somewhere. it gets the circle showing that its updating the field but nothing actually changes in the Priority box. On my existing install...

retro2707

The matrix is working fine because say for example I log the following new phone ticket: Person: Bob Service: Desktop Computer Impact :3 This changes the priority to 2 automatically If I change the impact value from different values it changes the priority accordingly (what you would expect). I clic...

retro2707

Just to add, this is happening without KiX installed so its nothing to do with that.

Any ideas chaps and chapesses?

retro2707

Hi, I have just updated to OTRS v4 and since the update, when I update the impact level it does not automatically change the priority like it used to do on the old version. I have to select it manually. Could anyone help please as to why this is not working? 2015-08-03 12_33_53-0116741 - Priority - ...

retro2707

Hi,

Maybe im just missing something but I cant find a way to report on how many tickets come in by Phone, Web and Email. Is this possible and if so, how do I go about setting it up please?

Brendan

retro2707

Hi, As per the title really. I have a number of agents I want to use time accounting, the problem is that unless they have RW access to the time_accounting group they cant see the icon below: 2015-07-15 12_53_32-Package Manager - Admin - OTRS ITSM 3.3.12.png The users can see the time accounting tab...

retro2707

Is there any change on this? I have been asked to ensure all time is recorded for the service desk agents and that includes processes for reporting. We could really do with this feature..

retro2707

Icons are still not appearing for Changes, Change Manager and CAB's..I have looked in the logs on this one and I see an error which pops up like the below and an "Internal Server Error" generated. It happens both on version 3 and version 4 when I go to the following links manually: http://...

retro2707

Just to let you know im still trying to figure this out.. I have found out that the issue is not that the icons dont appear, more that it doesent think that there is any need to show the icons. This is because even though on the screenshot below I am clearly in the CAB and the Change Manager it does...

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