Search found 188 matches
- 04 Sep 2018, 21:49
- Forum: Help
- Topic: Out of the office message stuck
- Replies: 2
- Views: 8477
Re: Out of the office message stuck
Bump! We have the exact same problem. Thanks!
- 12 Apr 2018, 15:59
- Forum: General
- Topic: Dynamic field data not showing up in Agent Queue View
- Replies: 6
- Views: 34860
Re: Dynamic field data not showing up in Agent Queue View
There's your error (I think). On your config screenshot, for the default columns, you wrote "joiningdate" and not "DynamicField_joiningdate". You can see in the list that you added some the right way with "DynamicField_".
Tell me if its working.
Tell me if its working.
- 01 Apr 2018, 12:51
- Forum: Help
- Topic: RESOLVED: Dynamic field text value instead of ID
- Replies: 2
- Views: 8233
Re: Dynamic field text value instead of ID
Not sure whether this will working or not..try <OTRS_TICKET_DynamicField_MyField_Value> It works for the body of my articles or tickets but not for the transition conditions. Since its hardcoded where no one could see it, i've decided to use the ID there and the _Value in the bodies. Thanks for the...
- 20 Mar 2018, 21:04
- Forum: Help
- Topic: RESOLVED: Dynamic field text value instead of ID
- Replies: 2
- Views: 8233
RESOLVED: Dynamic field text value instead of ID
Hi, I have a dynamic field Im using in a process' transition action creating a new article. When using the <OTRS_TICKET_DynamicField_MyField> im getting the ID of the selection and not the text related to it. My dynamic field is a combo box linked to a general catalog class. So for example: ID = 169...
- 20 Mar 2018, 20:49
- Forum: General
- Topic: Dynamic field data not showing up in Agent Queue View
- Replies: 6
- Views: 34860
Re: Dynamic field data not showing up in Agent Queue View
If you go in the ticket itself in the dynamic field panel, do you see it filled up there?
Can you show us the config you did for the queue view to add it? Did you add the "dynamicfield_" before your field name in the config?
Can you show us the config you did for the queue view to add it? Did you add the "dynamicfield_" before your field name in the config?
- 21 Aug 2017, 20:51
- Forum: Help
- Topic: Query to filter tickets between dates
- Replies: 1
- Views: 2737
Re: Query to filter tickets between dates
Anyone has the same problem on their side? You guys need more information? Still no luck finding whats wrong on our side. We though at some point that our understanding of the filter field and the ticket field wasnt good but anything else is still doing the same.
Thanks for your help!
Thanks for your help!
- 21 Jul 2017, 15:24
- Forum: Help
- Topic: Query to filter tickets between dates
- Replies: 1
- Views: 2737
Query to filter tickets between dates
Hi all! A good summer to you all :) We had that bug in OTRS 4.X and we're testing OTRS 5.X (latest version) and we're still having this issue. We're doing a search filter to get tickets between dates and the result makes no sense. I'm adding screenshots of the query and the result. Is there anything...
- 28 Apr 2017, 14:54
- Forum: Help
- Topic: Research output in CSV with linked items
- Replies: 0
- Views: 1311
Research output in CSV with linked items
Hi,
Is is possible to to a research in tickets and output linked items in the output csv or Excel? We see it in the regular display but not in the csv or Excel output.
Thanks for your help
Is is possible to to a research in tickets and output linked items in the output csv or Excel? We see it in the regular display but not in the csv or Excel output.
Thanks for your help
Re: TAG OTRS
Tu peux essayer <OTRS_CUSTOMER_DATA_UserFirstname> <OTRS_CUSTOMER_DATA_UserLastname>
- 09 Feb 2017, 15:32
- Forum: Help
- Topic: Customer's IP address in the ticket
- Replies: 2
- Views: 1564
Re: Customer's IP address in the ticket
I never tried it but when you have access to the environment the should a variable (REMOTE_ADDR) available in the web server env. Thanks, i'll ask our dev team to have a look at it. With this info, we'll be able to track where that ticket was created (inside our wall in dept X, outside of campus, e...
- 01 Feb 2017, 20:24
- Forum: Help
- Topic: Customer's IP address in the ticket
- Replies: 2
- Views: 1564
Customer's IP address in the ticket
Hi,
Im pretty sure this would require custom code but im asking anyway. Anyone did find a way to get the IP Address of the web customers to store it in a ticket? Did you do it by config, with an additionnal module or with some custom code on the template dtl?
Thanks for your help
Im pretty sure this would require custom code but im asking anyway. Anyone did find a way to get the IP Address of the web customers to store it in a ticket? Did you do it by config, with an additionnal module or with some custom code on the template dtl?
Thanks for your help
- 21 Dec 2016, 23:00
- Forum: Aider
- Topic: Template et mail
- Replies: 1
- Views: 43529
Re: Template et mail
Je ne suis pas certain de savoir lequel des modèles de réponse tu parles. Normalement, les modèles de réponse (Admin / Configuration des files / Modèles) sont utilisés en lien avec la réponse à un article dans une demande d'un client et OTRS connait déjà le courriel du demandeur alors c'est automati...
- 21 Dec 2016, 22:51
- Forum: Général
- Topic: Filtre Postmaster pour le champ OWNER
- Replies: 1
- Views: 41390
Re: Filtre Postmaster pour le champ OWNER
Bonjour,
As-tu essayé avec seulement le paramètre X-OTRS-OWNER ? Tu as seulement d'une seule ligne à mon avis pour que le tout fonctionne.
Si cela ne fonctionne pas, le mieux serait que tu nous mettes une saisie d'écran de la définition de ton agent (user OTRS).
As-tu essayé avec seulement le paramètre X-OTRS-OWNER ? Tu as seulement d'une seule ligne à mon avis pour que le tout fonctionne.
Si cela ne fonctionne pas, le mieux serait que tu nous mettes une saisie d'écran de la définition de ton agent (user OTRS).
- 16 Dec 2016, 18:47
- Forum: General
- Topic: Client needs to see in their web interface the reason for closing a ticket.
- Replies: 5
- Views: 2903
Re: Client needs to see in their web interface the reason for closing a ticket.
That!jojo wrote:reply via mail or note external
Also know that they can actually see their closed tickets, so anything that the agents added as external notes or email will be available also on the web UI.
- 13 Dec 2016, 20:33
- Forum: General
- Topic: Dynamic Field Visibility
- Replies: 3
- Views: 1771
Re: Dynamic Field Visibility
I'm using KIX4OTRS and theyre letting you do that using ACLs with DisabledDynamicFields configurations. Its not that simple to do, but for us, coding aint an option so we're using that and its working.sujeeva wrote:Thanks Jojo. Does that means there is no way through GUI?
- 13 Dec 2016, 20:27
- Forum: Help
- Topic: [SOLVED] Notification Email when new ticket
- Replies: 2
- Views: 4404
Re: Notification Email when new ticket
Hi, We are wondering if it is possible to give the agents a email notification when a new ticket is arrived It is possible. How OTRS works is that the agents needs to subscribe to the queues they want to monitor. Each agent then got to go in the gear shaped icon on the top of the screen and select h...
- 14 Nov 2016, 16:16
- Forum: Help
- Topic: (SOLVED) Postmaster filter problem with multiple parameters
- Replies: 12
- Views: 5328
Re: Postmaster filter problem
It worked great ! Thanks a lot!reneeb wrote:try to use:(you have to replace <regex> with your actual regex) the "." does not match newlines... with the s modifier that behaviour is changed.Code: Select all
(?ms:<regex>)
- 11 Nov 2016, 18:08
- Forum: Help
- Topic: (SOLVED) Postmaster filter problem with multiple parameters
- Replies: 12
- Views: 5328
Re: Postmaster filter problem
http://opar.perl-services.de/dist/EnhancedPostmasterFilter-4.0.1 Ok i got it setup and here's how I've done it but it still getting empty fields: 2016-11-11 11_06_24-Filtres Postmasters - Administrateur - OTRS - Maxthon Cloud Browser 4.9.2.1000 -.png Text regex: <GREAT[^>].*size="1">(?<s1...
- 10 Nov 2016, 15:47
- Forum: General
- Topic: Ticket Search output in CSV not working
- Replies: 7
- Views: 2891
Re: Ticket Search output in CSV not working
Bump! Im having the same issue here
- 09 Nov 2016, 22:56
- Forum: Help
- Topic: (SOLVED) Postmaster filter problem with multiple parameters
- Replies: 12
- Views: 5328
Re: Postmaster filter problem
AWESOME! Thanks reneeb I see that is for OTRS v5+. Is it available / compatible with OTRS v4.x?
Thanks again
- 03 Nov 2016, 16:49
- Forum: Help
- Topic: (SOLVED) Postmaster filter problem with multiple parameters
- Replies: 12
- Views: 5328
Re: Postmaster filter problem
Ok got my first bug hehe ! I took literally [...] from the example in the set value for the email header which is bad. Im now using [0] and its working with 1 parameter. Next bug is that I wanna capture more than one parameter from the body. I've built a regex using an online tool and I concluded wi...
- 01 Nov 2016, 22:09
- Forum: Help
- Topic: Add history event when split ticket
- Replies: 3
- Views: 1981
Re: Add history event when split ticket
Anyone else has any info on how to do it by config and not by programming?
- 25 Oct 2016, 19:07
- Forum: Help
- Topic: (SOLVED) Postmaster filter problem with multiple parameters
- Replies: 12
- Views: 5328
Re: Postmaster filter problem
Bump! Anyone ? Thanks for your help
- 19 Oct 2016, 16:35
- Forum: Général
- Topic: Sizelimit exceeded
- Replies: 2
- Views: 42989
Re: Sizelimit exceeded
Selon ce que j'ai trouvé sur le forum en anglais, il s'agit d'une erreur en lien avec une recherche LDAP qui possède trop d'enregistrements. Il y a plusieurs approches en lien avec ce message: 1) L'ignorer :) 2) Changer ton étendu de recherche LDAP en limitant les données 3) Ajuster les paramètres O...
- 19 Oct 2016, 16:03
- Forum: Aider
- Topic: Question sur triggers automate générique
- Replies: 2
- Views: 94983
Re: Question sur triggers automate générique
J'ai ce genre de chose dans mon instance et ce que je fais au lieu de le programmer sur un trigger spécifique, je le fais à toutes les 30 mins selon le filtre de ton choix. Moi j'utilise un automate générique pour effectuer la tâche.
- 19 Oct 2016, 15:22
- Forum: Help
- Topic: (SOLVED) Postmaster filter problem with multiple parameters
- Replies: 12
- Views: 5328
Re: Postmaster filter problem
Does the Subject contain the term "# Test"? Is the mail a followup? Hi, Yes, im working on a dev instance so I send myself the email as test and it has the specified filter. If I do remove the regex and just run the filter to lets say move the ticket in a specific queue its working. Its n...
- 19 Oct 2016, 15:21
- Forum: Help
- Topic: (SOLVED) Postmaster filter problem with multiple parameters
- Replies: 12
- Views: 5328
Re: Postmaster filter problem
Hi, here's the field definition which you'll find simple enough.ncmbu wrote:How's your dynamic field defined?
- 18 Oct 2016, 15:53
- Forum: General
- Topic: OTRS Ideas on IdeaScale seems im problem
- Replies: 1
- Views: 1281
OTRS Ideas on IdeaScale seems im problem
Hi,
Today I tried to register to your https://otrsteam.ideascale.com/a/index and I got a message that the licence is expired. Is it something you guys wanna renew or are you working on something else?
Thanks!
Today I tried to register to your https://otrsteam.ideascale.com/a/index and I got a message that the licence is expired. Is it something you guys wanna renew or are you working on something else?
Thanks!
- 18 Oct 2016, 15:29
- Forum: Help
- Topic: (SOLVED) Postmaster filter problem with multiple parameters
- Replies: 12
- Views: 5328
(SOLVED) Postmaster filter problem with multiple parameters
Hey all, Im having a hard time configuring a postmaster filter to fill in some dynamic field value. Here's a screenshot of my config: 2016-10-18 09_26_02-Filtres Postmasters - Administrateur - OTRS - Maxthon Cloud Browser 4.9.2.1000 -.png Here's the text regex i used: .*GREAT.*size="1">([^...
- 04 Oct 2016, 15:13
- Forum: Help
- Topic: Agent Ticket Notification
- Replies: 1
- Views: 1112
Re: Agent Ticket Notification
Im a bit confused with your question. Your post title mentionned Agent notification and your talking about customers in your post. For the agent notification, you can update what you want using the Admin panel / Agent notifications and check the events you wanna update. But I'd have a look at your c...
- 29 Sep 2016, 22:15
- Forum: General
- Topic: how to autoset subject and note after changing owner of ticket?
- Replies: 4
- Views: 4211
Re: how to autoset subject and note after changing owner of ticket?
Try it with a generic agent. It should do what you want. But is it to show the customer? If not, theres the history that already shows you that information.
- 22 Sep 2016, 15:51
- Forum: General
- Topic: Skype, Whatsapp and other interactions
- Replies: 9
- Views: 6423
Re: Skype, Whatsapp and other interactions
Are you talking about that?
Ticket -> Core::Ticket -> StandardTemplate::Types
Ticket -> Core::Ticket -> StandardTemplate::Types
- 21 Sep 2016, 22:43
- Forum: Help
- Topic: [SOLVED]Queue invisible in Customer interface
- Replies: 3
- Views: 1693
Re: Queue invisible in Customer interface
Do you have any ACL up that would limit the queues displayed to customers? If Customer <-> Group is disabled that means youre using roles then? If so, you sure that the Customers are in the right role assigned to your queue? Else than that, I wouldnt know where to check.
- 19 Sep 2016, 15:04
- Forum: Help
- Topic: Event notification VS Generic agent
- Replies: 0
- Views: 991
Event notification VS Generic agent
Hey all, I got a generic agent moving certain ticket types to another queue and there's a notification event that is suppose to trigger when a ticket is moved to this queue. When an actual agent does the move manually, the notification event works but when its done by the generic agent it aint. Is i...
- 15 Sep 2016, 20:26
- Forum: Help
- Topic: Add history event when split ticket
- Replies: 3
- Views: 1981
Re: Add history event when split ticket
Thanks for the information, but yeah im pretty sure its doable with code but I was wondering if that would be customizable somewhere by configuration when you split an article to a new ticket. Since the action isnt in a process I cant use that code thing. Thanks again for your help.
- 15 Sep 2016, 15:17
- Forum: Help
- Topic: Add history event when split ticket
- Replies: 3
- Views: 1981
Add history event when split ticket
Hi,
I checked the configs for something about it and found nothing. Is there anyway to add some specific history record when we split a ticket in the master ticket info?
Im not sure if im clear haha!
Thanks for the help!
I checked the configs for something about it and found nothing. Is there anyway to add some specific history record when we split a ticket in the master ticket info?
Im not sure if im clear haha!
Thanks for the help!
- 29 Aug 2016, 15:50
- Forum: Help
- Topic: Understanding the GenericAgent priorities
- Replies: 6
- Views: 2581
Re: Understanding the GenericAgent priorities
What do the GenericAgents do? Do they move tickets to other queues? That would trigger another QueueUpdate event... They move the ticket to specific queue depending on the customer departement. So for example: If ticket queue is X and the customer's department is ABC then move it to queue Y. At the...
- 23 Aug 2016, 22:30
- Forum: Help
- Topic: Understanding the GenericAgent priorities
- Replies: 6
- Views: 2581
Re: Understanding the GenericAgent priorities
Bump! Any idea? Thanks
- 25 Jul 2016, 14:15
- Forum: Help
- Topic: Remove some states from dashboard "Escalated tickets"
- Replies: 3
- Views: 2192
Re: Remove some states from dashboard "Escalated tickets"
Except that pending states don't conform to escalation criteria. They're still escalated until the milestone applies. You're right, i'm not addressing the problem at its source. Lots of agents in here are often calling the customer directly to answer their ticket and dont "reply" to the t...
- 13 Jul 2016, 17:18
- Forum: Help
- Topic: I couldn't receive notification when customer create a new ticket
- Replies: 1
- Views: 1144
Re: I couldn't receive notification when customer create a new ticket
Hi,
OTRS works with agents subscribing to queues or services with their personnal preferences (small icon on top right of the menu bar) and all the notifications are already handled including the new ticket created from customer.
Have your agents subscribed to some queues or services?
OTRS works with agents subscribing to queues or services with their personnal preferences (small icon on top right of the menu bar) and all the notifications are already handled including the new ticket created from customer.
Have your agents subscribed to some queues or services?
- 13 Jul 2016, 17:04
- Forum: Help
- Topic: Performance problems with search templates
- Replies: 7
- Views: 14149
Re: Performance problems with search templates
Did you try to set Ticket::SearchIndexModule to "StaticDB" ? Nope! I'll try it and tell you how it goes. Thinking about it, is there a doc somewhere about optimizing OTRS performance for heavy needs? Havent made a search about it yet though since the problem is quite new. Thanks for the t...
- 11 Jul 2016, 17:20
- Forum: Help
- Topic: Performance problems with search templates
- Replies: 7
- Views: 14149
Re: Performance problems with search templates
Bump! Are we alone with those problems? Have people found any fix for that? Thanks
- 08 Jul 2016, 14:41
- Forum: Help
- Topic: Remove some states from dashboard "Escalated tickets"
- Replies: 3
- Views: 2192
Remove some states from dashboard "Escalated tickets"
Hey all, I was wondering if there was a way to filter some of the states from the dashboard module "Escalated tickets"? I would like to remove the pending autoclose states from that module cause its confusing agents that dont have the column "States" displayed. Found some config ...
- 06 Jul 2016, 17:54
- Forum: Help
- Topic: Performance problems with search templates
- Replies: 7
- Views: 14149
Re: Performance problems with search templates
Hi, So the fulltext search performance is ok without search templates? All other functions work as expected? no both are being slower and slower by each weeks passing. All other functions works as expected. We checked the query and found a SELECT [...] FROM [...] INNER JOIN [...] WHERE [...] AND (ar...
- 06 Jul 2016, 17:21
- Forum: Help
- Topic: Performance problems with search templates
- Replies: 7
- Views: 14149
Performance problems with search templates
Hey all, We're using OTRS 4.0.16 and we're beginning to see some performance issue using search templates and the fulltext search. Actually in our article table we only have around 65K entries which is surely not a lot compared to some of you. We've monitored the DB server and the web server and not...
- 05 Jul 2016, 15:59
- Forum: Général
- Topic: TICKET personnalisé pour chaque THEME
- Replies: 1
- Views: 41948
Re: TICKET personnalisé pour chaque THEME
Bonjour à toi, La solution que je vois pour ton besoin est un ensemble de chose, mais malheureusement, rien de simple. - ACLs pour gérer les valeurs possibles pour tes listes déroulantes en fonction de tes critères - Moi j'utilise KIX4OTRS avec Ticket::Acl::Module###991_DisabledDynamicFields qui me ...
Re: KIX4OTRS
Hello, I found this thing on web. What you think about that KIX4OTRS, how to use that? How to install that? Is it good software? We've been using it since 3 years now and I can say its filling lots of gaps vanilla OTRS has + its free. The support from KIX team has been good with us so far but its a...
- 05 Jul 2016, 14:37
- Forum: General
- Topic: CMDB - notifications
- Replies: 2
- Views: 1755
Re: CMDB - notifications
And here yet another post about it: viewtopic.php?f=53&t=32730
- 05 Jul 2016, 14:33
- Forum: General
- Topic: CMDB - notifications
- Replies: 2
- Views: 1755
Re: CMDB - notifications
Hi,
So far, you'll need to buy or code something that fills that need.
Here's a thread about that: viewtopic.php?f=62&t=31986&p=130238#p130238
So far, you'll need to buy or code something that fills that need.
Here's a thread about that: viewtopic.php?f=62&t=31986&p=130238#p130238
- 05 Jul 2016, 14:29
- Forum: General
- Topic: OTRS Weekly
- Replies: 2
- Views: 1217
Re: OTRS Weekly
Really good! Thanks for doing this Added it to favourites!