Znuny and ((OTRS)) Community Edition

aph

A rule of thumb: The agent who actually works on the ticket is the owner, responsible is his/her proxy. Responsible has no more rights than the owner. Responsible function can be useful when tickets have to be handled by more than one agent, for example an agent cannot handle a ticket due to some em...

aph

Did you try setting group = admin instead of group ro = admin ?

aph

Es geht nur über eine Änderung im Template/CSS

aph

Set Frontend::RichText::EnhancedMode to Yes under Framework → Core::Web

aph

Any ideas on this one?

aph

Could someone explain me the logic as to under which conditions the ticket owner is changed on ticket forward? The scenario is as follows: 1) A process ticket is generated in OTRS on e-mail receipt. The owner as well as responsible is Admin OTRS 2) Agent A checks the ticket and sets agent B as owner...

aph

Contacts do not use the same fields as regular users. 'mail' and 'cn' might not be filled or may not contain what you'd expect. The email address is probably in msExchUMDtmfMap, but that's a multi value string so I'm not sure if OTRS will like it. The e-mail address is stored in the attribute mail ...

aph

I don't think it is possible, at least not with standard tools. With ACL you could filter by state and depending on that disallow an action (AgentTicketCompose or AgentTicketForward), but not individual values for that action. You could of course manipulate the available values with HTML code (as in...

aph

Thanks for the reply. I do not filter customer users. I tried adding a new CustomerUser configuration, yet no luck. Your help is appreciated Below is my CustomerUser configuration: # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser2} = { Name => 'LDAP Backend', Module =>...

aph

We use Active Directory as the source for customers in our OTRS installation. When I enter the name of a 'real' customer in To field (for example in ticket forward dialog) the correct e-mail address is fetched. But we also have some e-mail addresses saved in AD in form of contacts. What would I have...

aph

Ich muss zugeben, ich kenne mich mit SELinux nur bedingt aus. Auf meinem lokalen Testsystem habe ich nach der Installation den Modus von permissive auf enforcing umgestellt und OTRS funktioniert immer noch, aber ich kann nicht garantieren, dass es woanders auch funktioniert. Allgemein gesagt ist es ...

aph

In OTRS 4 war der Wert von Ticket::Frontend::AgentTicketOwner###Subject gleich [% Translate("Owner Update") | html %]!
Bitte versuch es mit diesem Wert.

Dieser Wert ist jedoch der Betreff der Notiz die beim Besitzerwechsel erstellt wird und nicht der Betreff/Titel des Tickets.

aph

SELinux würde ich auch nicht ganz ausschalten sondern auf 'permissive' stellen. Später kannst du es wieder auf enforcing setzen.

aph

It appears that the system is corrupt. Do you have a backup of the system before it crashed?

aph

Hast du Tickettyp aktiv in deiner Installation, d.h. steht in SysConfig unter Ticket -> Core::Ticket die Einstellung Ticket::Type auf Ja? Außerdem steht bei Ticket::Frontend::CustomerTicketMessage###TicketType auf ja unter Ticket -> Frontend::Customer::Ticket::ViewNew ? Für die Änderung der Übersich...

aph

thanks

aph

You can find relevant messages in your web server log

aph

Thanks. I have to correct myself, the distro is RHEL 7.1 and not CentOS 7 as I had been informed. So on running yum info perl-Template-Toolkit I get an error:

Code: Select all

Error: No matching Packages to list

Any idea how I can get the package on RHEL 7

aph

and how do I go about it? It appears to be unavailable in repos. I have installed epel repo. I'm also unable to get it through CPAN

aph

Hello I am having trouble installing OTRS 4 on CentOS 7 server. I get the following error during installation: error: Failed dependencies: perl(Template) is needed by otrs-4.0.13-01.noarch If I try to install perl-Template-GD.noarch, I get the following errors Error: Package: perl-Template-GD-2.66-2...

aph

Thanks for the hint

aph

RStraub wrote:If you manually trigger it, does it list the ticket (=> to check if the filter is correct)

Yes

RStraub wrote:If you manually trigger it, does it change the pending time ?

No

aph

Any pointers on this one. The default value of state configured in the activity dialog doesn't seem to apply

aph

Unfortunatly it doesn't. I created the following GA Event: Ticket state update Filter: Queue=XXXX, State=YYYY Action: Pending time = 7 days After I select the state YYYY (type pending reminder) and forward the ticket, the value of Pending Date is not updated and the 'wait until time' in ticket infor...

aph

It doesn't quite work with GA. When I select the state in AgentTicketForward dialog, the pending time is not changed. I suppose this is because selecting the value from drop-down list is not same as updating it, hence no reaction as StateUpdate event has not taken place. Even after I forward the tic...

aph

I would like to set the value of "Pending Date (for pending* states)" based on the ticket state. Agents reply to customers or forward tickets to external support partners. In the reply/forward dialog, they choose a state of type 'pending reminder'. What I want to achieve is that if a reply...

aph

On topic though: The process information shows Admin OTRS as Owner as well as Responsible. Unbenannt_206.PNG In my process there is one Activity Dialog which contains the fields owner and responsible (in addition to other fields). The values of Owner/responsible in Activity Dialog are '-'. There are...

aph

I may not always get the idea across as I intend but I think about the next person who's going to look at this forum and search for keywords...... Besides, this is an interesting topic, and I'd like to find it if I search for Process Tickets :) Point taken. I have changed the title of the thread ac...

aph

did you run setPermissions.pl and restart the webserver?

aph

ich glaube da mus der code geändert werden. Ich meine diese Frage wurde schon mal behandelt. Such mal die Foren

aph

Note that Process Tickets behave much differently than normal tickets; please mention such when asking :). Thanks! I thought mentioning the activity dialog would autmatically imply a process ticket. But probably I was wrong. In my case the owner or responsible is not set with a transition action. T...

aph

In my activity dialog I have the fields owner and responsible. The new tickets have Admin OTRS as owner and agents change it when they work on a ticket. I would like the owner and responsible to be the same user by default. However, when I select the owner, the responsible is not set automatically. ...

aph

Die grundlegende Infos findest du im Handbuch https://otrs.github.io/doc/manual/admin ... sterfilter

Die regulären Ausdrücke haben die perl-Syntax http://perldoc.perl.org/perlrequick.html

aph

Solved it. I had an ACL that was conflicting with the new ACL and was being executed after the new ACL

aph

wurzel wrote:can you show all your valid ticket states?

The valid states are:

Code: Select all

Name
Closed (type closed)
In Progress (type open)
New (type new)
Open (type open)
Waiting for reply (type pending reminder)
merged (type merged)
removed (type removed)

aph

Take inspiration from this link http://forums.otterhub.org/viewtopic.php?t=24116 I was able to show/hide dynamic fields based on values of other fields on phone ticket mask. I would like to now implement this in an activity dialog and need some help. The scenario I have is that we some 4 link fields...

aph

Any ideas on this one?

aph

Closed is a state in my configuration. I do not understand what you mean by

crythias wrote:Because you don't have any possible not?

My ACL definition is:

Unbenannt_196.PNG

aph

I mean the Item Key 'Attributes' in your XML file TicketDashletMorning.xml (It represents the first entry in the screenshot showing DashboardBackend###0092-TicketDashletMorning). At the moment the content is empty. Here you should add OwnerIDs of Agents from the morning shift. <Item Key="Attrib...

aph

which part are you stuck at?

aph

Well in that case can anyone explain why the ACL does not work. I do not have any other ACL that conflicts with this one.

aph

I checked that the filter is correct. I filter for queue, for action AgentTicketCompose and for a dynamic field Kategorie. Based on this I can restrict possible values of another dynamic field Subkategorie. Unbenannt_198.PNG For the State, I think it's case sensitive and the default has a lowercase ...

aph

What does your config look like?

aph

I would like to restrict the available options in the field 'next ticket state' based on a dynamic field value on the AgentTicketCompose screen. Bascially, I want to prevent agents from being able to close a ticket if a dynamic field does not have a certain value. I came across this problem in the p...

aph

thanks Wagner for the hint

aph

You can configure that in the xml file for your dashlet (attribute OwnerIDs). See for further details https://otrs.github.io/doc/api/otrs/3.3/Perl/Kernel/System/TicketSearch.pm.html . Just use as attribute OwnerIDs of agents from morning or afternoon shift in the respective dashlet. As far as I know...

aph

Because it does. It's the FollowUp state. As a test I did the following. I opened a ticket with state 'open'. Then sent a mail using the Postmaster.pl with the ticket number in the subject. The ticket state did not change after the e-mail was received. So I don't get how the state changes when an e...

aph

I don't quite follow. How will the state change when a reply is received. Another factor is will the state not change if a note was added in the meanwhile? Could you please elaborate. Maybe I'm not getting you right.

aph

Is there a comprehesive reference on postmaster filters and their possible values? The scope of filters described in admin manual is understandably limited. I'm particularly interested in follow up filters. I don't understand how they are set. What I also noticed is that the 'normal' and follow-up f...

aph

Thanks. I was sure about the process and activity id thing, but not with others. Now, I can better asses timeframe required for a migration

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