Znuny and ((OTRS)) Community Edition

aph

Danke.
In meinem Fall wäre es besser mehrere dynamische Textfelder (Fehler ID1, 2 .... usw.) verfügbar zu machen, in denen man eine URL eingeben kann. Diese mache die Activity Dialog Maske aber groß.

Nur aus Interesse: Was ist die Funktion des Moduls LinkExternalURL?

aph

I have the following scenario: 1) A ticket is created manually or by e-mail in a particular queue 2) An agent sends e-mail to an external address. 3) The agent should wait 14 days for a reply. If no reply was received, a designated user in OTRS who is not the owner/responsible of the ticket should r...

aph

What about Generic Agents and ACLs, are they migrated to the new version or do they have to be created afresh?

aph

Ticketmenü Für das Ticketmenü kannst Du Dir mal http://opar.perl-services.de/dist/LinkExternalURL-4.0.1 anschauen... Nachdem ich das Modul http://opar.perl-services.de/dist/LinkExternalURL-3.3.1 installiert habe, erscheint kein neues Button im Ticketmenü. Kann mir jedmand hier weiterhelfen? Außerdem...

aph

Thanks reneeb. That certainly answers a part of my question about custom modules, widgets

aph

I'm of planning an update from OTRS 3.3.8 to OTRS 4. I would like to know which of the settings do not survive an update. Custom modules, widgets : I know that custom .dtl files will need to be 'transformed' to the .tt format. What about the custom .pm files and custom .xml files for dashboard widge...

aph

Danke.
Gibt es eine Möglichkeit den Default-Text zu übersetzen.

Code: Select all

Setting a template will overwrite any text or attachment

Es wäre sinnvoll den Hinweis in der 'Benutzersprche' anzuzeigen. Ein Eintrag in der Übersetzungsdatei hilft hier leider nicht.

aph

Tested it. I can use a regex in OR statement.

aph

Ich habe nach diesem Beispiel zwei Ticketvorlagen gebastelt. http://otrs-treff.de/otrs-ticketvorlage ... uickticket.
Kennt jemand es hier eine Möglichkeit die vorhandenen Ticketvorlagen über ACL Queue-bedingt einzuscränken?

aph

As it appears, using an OR statement does the trick if one wants to allow e-mails from more than one address. Multiple postmaster filters might not be necessary. In my case I want to allow only allow html(at)example.com and darthvader(at)otrs.org to send mails to skywalker(at)otrs.org Unbenannt_194....

aph

Found that out

Unbenannt_190.PNG

But now the e-mail from html@example.com (as well as From: System Tester <html@example.com>) get ignored. If I send an e-mail from an address other than html@example.com it also gets ignored. I can't seem to get the regex right. Any pointers?

aph

I would like to restrict the ability to create tickets by e-mail to certain e-mail addresses only. However, I'm not getting the postmaster filter working. Below is my postmaster filter Unbenannt_186.PNG So I basically want that only when html@example.com sends an e-mail to skywalker@otrs.org a ticke...

aph

I suggest you create a custom theme and place your .dtl in the custom folder unde ..../otrs/Kernel/Output/HTML.

aph

Yes I did double check my settings Unbenannt_180.PNG I added 'Group' parameter to Frontend::ToolBarModule###5-Ticket::AgentTicketEmail under Ticket -> Frontend::Agent::ToolBarModule . It still doesn't work. I don't want to block the email ticket functionality alltogether for the group, just the icon...

aph

How can I make the e-mail icon in toolbar visible only to a certain group in OTRS. If I add the group restriction under Frontend::Module###AgentTicketEmail in Ticket -> Frontend::Agent::ModuleRegistration, the icon is still visible but a user not in group gets an error. I also tried adding group par...

aph

I assume you are speaking of customers and not customer users. Your customers must have a customer ID. You can use a generic agent and use the Customer ID as Ticket Filter and Priority = X as ticket action.

aph

As it appears, although the default value for the drop down field is shown in the activity dialog, it does not become effective until I click the submit button. To get around this, I set the default value using a generic agent at TicketCreate event.After this the ACL works

aph

I'm trying a slightly different approach here. I would like to hide the close button alltogether, if a mandatory field in the activity dialog is empty. I have added an 'empty' value to drop down field and set it as default. But somehow I'm not able to get the ACL working. Below is my ACL: Unbenannt_...

aph

State IDs can help when I want to display only certain states in the dashlet in first place. However, I would like the agent to be able to select multiple state values from the filter drop down list. So for example, let's assume I have three states of type open namely A,B and C with stateids 7,8 and...

aph

Could you elaborate please? I could not find out how to configure this in DashboardTicketGeneric.pm

aph

In one of my processes, the tickets are closed not by using the close button in the zoom view, but through an activity dialog based on the value of a drop down field. The ticket state is set to closed using a transition action. The only difference to the close functionality in the zoom view is that,...

aph

EDIT: Found out had to unclick the value under possible actions.

aph

Following this thread viewtopic.php?t=20749#p82168 I tried to hide the 'close' button, so that an agent is complelled to open the activity dialog in order to close the ticket. But the option Action is not visible under 'PossibleNot' for me.

Unbenannt_172.PNG

Any pointers?

aph

In my setup, there are activity dialogs which contain some must fields. However, agents often forget to fill out these must fields before closing the ticket. Is there a way to prevent agents from closing tickets before filling in must fields? The possibility to add these fields to AgentTicketClose d...

aph

I have multiple states of type 'open' in my configuration. When I filter tickets by state I can select only one state at a time. I would like to customize the dashboard widget in a way that I can select multiple states. Is it possible? If yes, how do I go about it?

aph

Beim Splitten musst du nur aufpassen, welche Aktionen bei Erstellung eines neuen Tickets durchgefürt werden (Benachrichtigung, GenericAgent etc.) Z.B. in meinem System habe ich eingestellt, dass wenn ein Ticket erstellt wird, wird der Kunde per E-Mail informiert. Wenn man also ein Ticket splittet wi...

aph

Die Tickets haben einen Besitzer und einen Verantwortlicher. Man könnte Agent 1 als Besitzer und Agent 2 als Verantwortlicher setzen. Verantwortlicher ist kurz gesagt eine Art Vertreterfunktion. Mehr als zwei Agents auf einem Ticket zu setzen wäre meines Wissens nicht möglich

aph

crythias wrote:Also, you can make this easier on yourself (possibly) by using email to send and setting X-OTRS-field in the header.

I don't quite get you here. Are you suggesting that users send an e-mail to a support address, which is then fetched in OTRS? Could you elaborate please?

aph

Here are the html and php files I'm using HTML <html> <head><title>Simple Web Services Form</title></head> <body> <h3>Simple Web Services Form</h3> <form name='simple form' action='add_ticket.php' method='POST'> Customer login ID: <input type='text' name='cust_login'><br> Title: <input type='text' n...

aph

Here is my otrs.SOAPRequest.pl file #!/usr/bin/perl # -- # otrs.SOAPRequest.pl - sample to send a SOAP request to OTRS Generic Interface Ticket Connector # Copyright (C) 2001-2015 xxx, http://otrs.com/ # -- # This program is free software; you can redistribute it and/or modify # it under the terms o...

aph

Thanks a lot. I'm quite new at interface and webservices. My problem is more about how to transmit the information from the web form to OTRS to create a ticket. For example, how can I 'tell' OTRS that value in the field phone should be stored in the dynamic field 'phone'. As references I used http:/...

aph

I need to implement the following scenario: Customers should be able to submit their request through a webpage, similar to this: Unbenannt_164.PNG From this information a (process) ticket should be generated in OTRS containing the information. I would like to furthermore save the information in the ...

aph

I didn't quite get that with aliases. Can you elaborate a bit more. So if I get you right, I can use aliases of the same mailbox. So I can have one mailbox for example abc-support@mycompany.com. I can the have two aliases xyz-support@mycompany.com and pqr-support@mycompany.com. In PostMaster Mail Ac...

aph

Even when I use the core LDAP module, I get the same errors.

aph

I have a central queue where a ticket is created from a fetched e-mail. Depending on which department should handle it, the ticket is moved to the relevant queue. When the agents reply a customer from the relevant queue I would like to use as the sender e-mail address, the same address as that of th...

aph

As far as the first error is considered, I don't have any $Self->{'AuthModule::LDAP::AlwaysFilter'} entries in my configuration. In case of the second error I have in my configuration $Self->{'AuthModule::ConnectAD::GroupDN1'} = 'CN=xxxx,OU=xxxx,OU=xxxx,OU=xxxx,OU=xxxx,OU=xxxx,DC=xxxx,DC=intra'; $Se...

aph

I'm using LDAP to authenticate agents to OTRS and I sync OTRS roles with Active Directory groups. I see following error in OTRS logs Search failed! (CN=xxxx,OU=xxxx,OU=xxxx,OU=xxxx,OU=xxxx,OU=xxxx,DC=xxxx,DC=intra) filter='CN=xxxx xxxx,OU=xxxx,OU=xxxx,OU=xxxx,OU=xxxx,DC=xxxx,DC=intra' Success User: ...

aph

My /var/lib/mysql/otrs directory has about 1.3GB of data on it, it is taking up the 80% or my var partition. As far as I can see there are no logfiles etc. that can be deleted but the directory seems to contain required system files acl.frm, acl.MYD. What can I do about it so that I don't run into s...

aph

I would like to configure otrs in such a way that emails sent to two different support email addresses land in one queue. As far as I can see, I'd only have to configure two postmaster e-mail accounts with the option dispatching to selected queue and select the same queue in both cases. Are there an...

aph

The problem is that I cannot find out which css file I'd have to edit. The css files I looked into, I could not find any part which looked relevant to me

aph

I would like to change the background / font colour of a field to highlight important informations such as due dates. For example, in process information or ticket information area of a ticket. How do I go about it?

aph

The problem was that the firewall was blocking the access due to the contents of the ticket.

aph

I get the following error: Forbidden You don't have permission to access /otrs/index.pl on this server. However this occurs only when I want to see a certain article in the ticket. The article types where it occurs aren't consistent either. For example, one of the notes I can see, but when accessing...

aph

Thanks

aph

Any ideas on this one?

aph

I have the following situation: Tickets should arrive into a queue via IMAP. I will call this queue 'base queue'. The tickets will then be qualified, where the team checks whether a requested change is technically feasible and moves it to the relevant queue if it is. I will call these queues special...

aph

When i now remove the rw-permission from an assistant he can't see any tickets in the Dashboard anymore but they see the tickets in the Queue-View. That is because in order to see the tickets on dashboard, you need to have rw permissions so you need to change this. For example, if you want to allow...

aph

There was a filter set using the 'old name' and hence the tickets assigned to the new name were not visible. On removing the filter, the problem was solved

aph

A notification is meant to notify you about the new e-mail. It is not a replacement for the ticket itself. To view the ticket an agent should log into OTRS and process it.

aph

If I see it right there is a => missing. StateType => ['new'], DynamicField_TicketEnvironment => { Equals => ['PROD'], } As shown in API # DynamicFields # At least one operator must be specified. Operators will be connected with AND, # values in an operator with OR. # You can also pass more than one...

Search found 646 matches