Search found 70 matches
- 15 Sep 2023, 18:43
- Forum: Help
- Topic: Manual escalation
- Replies: 2
- Views: 1501
Re: Manual escalation
Thanks for the answer, but it is not as easy. We would like to escalate a ticket when we have already sent n emails to customer and haven't yet receive a correct answer (that means we could have received an email from the customer side but the answer is not correct). We would also like to escalate a...
- 15 Sep 2023, 12:05
- Forum: Help
- Topic: Manual escalation
- Replies: 2
- Views: 1501
Manual escalation
As the issues we are dealing with are sometimes long-termish, we do not care about times (first response time, update time, solution time...) and we do not use SLA. But... we would like to use the dashboard panel for escalated tickets and notify some customers relationship managers about escalated t...
- 05 Apr 2022, 17:26
- Forum: Help
- Topic: OTRS feature
- Replies: 3
- Views: 1420
Re: OTRS feature
I am also wondering what are the differences between 'bounce' and 'forward' actions in OTRS ticket. Explanation : When an agent uses the 'bounce' button in ticket zoom view, the email is not sent but the action is well logged into the history view as 'Bounced to "xxx.yyy@zzz.com" (Bounce)'...
- 10 Dec 2019, 17:04
- Forum: General
- Topic: OTRS server randomly uses two databases
- Replies: 3
- Views: 2404
OTRS server randomly uses two databases
Hi all, I had to put a new OTRS server into life for a new support activity. In order to make it quicker, I backup and restore a virtual machine with an already existing OTRS server. Most of the agents are the same and so is the configuration. But, I wanted to delete old agents, queues, dynamic fiel...
- 25 Jul 2017, 11:36
- Forum: Developers
- Topic: Prefix ticket number
- Replies: 1
- Views: 4737
Re: Prefix ticket number
Hi, I re-open this message as I have to install an other OTRS server. My agents would love to have a prefix ticket number specific per queue. Is it possible ? And how ? I wonder if dynamic fields could answer conveniently to this demand ? It is possible to modify the code, but I would like to have a...
- 23 Jun 2017, 16:41
- Forum: Help
- Topic: Links in AgentTicketZoom are not working properly
- Replies: 3
- Views: 2075
Re: Links in AgentTicketZoom are not working properly
I went back to my previous version ( thanks to backups ) and I've tried again... This time, I took only the newest RPM (v5.0.20) for Fedora 22 to update OTRS. But the behaviour is strictly the same. So I try an other way : how do you update your OTRS versions ? Using the RPMs ? By the source code ? ...
- 14 Jun 2017, 10:22
- Forum: Patches / Modules
- Topic: ArticleCopyMoveDelete for OTRS 3.0
- Replies: 18
- Views: 78962
Re: ArticleCopyMoveDelete for OTRS 3.0
This module is working well on my OTRS v5.
I installed the v4 module and I haven't noticed any complain.
I installed the v4 module and I haven't noticed any complain.
- 06 Jun 2017, 11:46
- Forum: Help
- Topic: Links in AgentTicketZoom are not working properly
- Replies: 3
- Views: 2075
Re: Links in AgentTicketZoom are not working properly
Nobody have seen this behaviour ?
No idea to correct that ? It seems to appear only on the AgentTicketZoom page ; all links are correctly running on the dashboard and admin pages.
No idea to correct that ? It seems to appear only on the AgentTicketZoom page ; all links are correctly running on the dashboard and admin pages.
- 06 Jun 2017, 11:43
- Forum: General
- Topic: OTRS 5 Upgrade with Navigation Menu Issue & NVD3 Core.UI.AdvancedChart Error
- Replies: 11
- Views: 14991
Re: OTRS 5 Upgrade with Navigation Menu Issue & NVD3 Core.UI.AdvancedChart Error
I noticed quite the same behaviour when I upgrade from v5.0.10 to v5.0.19 on my Fedora server, but the navigation menu issue appeared only on the TicketZoom page. None of the item was clickable but all was working well with right-click ( opening in a new tab ). Same behaviour on all browsers. I have...
- 06 Jun 2017, 11:37
- Forum: Général
- Topic: Migration 3.3.3 vers 5.0.19
- Replies: 1
- Views: 42145
Re: Migration 3.3.3 vers 5.0.19
Le point bloquant va être le serveur Windows. La version "Windows Appliance" a été arrêtée et n'est plus maintenue. Elle n'existe donc pas dans la version v5.0.20 actuelle. Il est largement conseillé de monter un serveur Linux, quitte à passer par une machine virtuelle sous Windows. De plu...
- 24 May 2017, 17:39
- Forum: Help
- Topic: Links in AgentTicketZoom are not working properly
- Replies: 3
- Views: 2075
Links in AgentTicketZoom are not working properly
Hi, I've just upgraded my OTRS version from 5.0.10 to 5.0.19 on my Fedora23 server. I took the RPMs found in http://ftp.otrs.org/pub/otrs/RPMS/fedora/22/ and all seem to be good with dnf install otrsxxxxx.rpm After each RPM install, I launched the command in terminal to rebuild the OTRS configuratio...
- 24 May 2017, 12:03
- Forum: Général
- Topic: Liens menus inactifs suite mise à jour
- Replies: 0
- Views: 40445
Liens menus inactifs suite mise à jour
Bonjour, Je viens de réaliser une mise à jour de la v5.0.10 vers la v5.0.19 et je me rends compte que les liens des menus ne sont pas actifs dans la vue AgentTicketZoom. Explication : lorsque le pointeur de la souris est sur un lien du menu (Tableau de bord / Client...), l'adresse du lien est bien a...
- 08 Jun 2016, 17:37
- Forum: General
- Topic: Fetch emails : auto = OK / manual = NOK
- Replies: 0
- Views: 1157
Fetch emails : auto = OK / manual = NOK
I've just done the migration between v4.0.8 on Windows Appliance and v5.0.10 on a Fedora 23 stand alone server. All seems to be good : the tickets are fine, the new emails incoming are correctly fetched and sorted in the corresponding ticket. But... Daemon fetch is OK, but manual fetch is NOK : when...
- 08 Jun 2016, 17:27
- Forum: Général
- Topic: Scan mails OK en automatique / KO en manuel
- Replies: 0
- Views: 38970
Scan mails OK en automatique / KO en manuel
Bonjour à tous, Je viens de passer de la version 4.0.8 sur Appliance à la version 5.0.10 sur Fedora23 dédié. Lorsque j'ai relancé le service de scan de mails, le daemon gère bien l'affaire et les mails sont bien rapatriés dans les tickets correspondants ; par contre, lorsque je lance la commande man...
- 11 May 2016, 16:46
- Forum: Patches / Modules
- Topic: ArticleCopyMoveDelete for OTRS 3.0
- Replies: 18
- Views: 78962
Re: ArticleCopyMoveDelete for OTRS 3.0
Same question.
We are preparing our new server in order to move to OTRS 5. Having this module working may be useful for my agents.
We are preparing our new server in order to move to OTRS 5. Having this module working may be useful for my agents.
- 09 Nov 2015, 18:56
- Forum: Général
- Topic: Transfert base de données PostgreSQL vers MySQL
- Replies: 0
- Views: 40331
Transfert base de données PostgreSQL vers MySQL
Suite à l'arrêt de la maintenance pour l'Appliance Windows, je suis en train de monter un nouveau serveur full linux (Fedora 22). Quitte à changer de serveur, autant améliorer ce qui peut l'être. Ainsi, j'ai prévu d'utiliser MySQL au lieu de PostgreSQL obligatoire avec l'Appliance car je suis plus à...
- 09 Nov 2015, 18:53
- Forum: Général
- Topic: Embarquement ou pas des historiques dans les reply
- Replies: 7
- Views: 45920
Re: Embarquement ou pas des historiques dans les reply
Même question provenant de mes utilisateurs...
Je tourne en v4.0.8 (Windows Appliance).
Seule parade pour l'instant : effacer à la main le texte sous la réponse.
Je tourne en v4.0.8 (Windows Appliance).
Seule parade pour l'instant : effacer à la main le texte sous la réponse.
- 01 Sep 2015, 17:10
- Forum: Help
- Topic: Remove Appliance Manager Package
- Replies: 11
- Views: 7518
Re: Remove Appliance Manager Package
I am also wondering how to migrate from a Windows Appliance to a full Linux OTRS.
Why did you chose Debian ? Why not Red Hat, CentOS or other Linux OS shown on OTRS download page ?
Could you explain the steps you proceed to migrate from Windows Appliance to Debian server with OTRS ?
Thanks,
Why did you chose Debian ? Why not Red Hat, CentOS or other Linux OS shown on OTRS download page ?
Could you explain the steps you proceed to migrate from Windows Appliance to Debian server with OTRS ?
Thanks,
- 24 Aug 2015, 18:19
- Forum: Howtos
- Topic: Agent Preferences - How to add a field
- Replies: 14
- Views: 81761
Re: Agent Preferences - How to add a field
Is it possible to use textarea field instead of input ones ?
For example, I'd like to put the company address into the signature in that way :
<Company name>
<Street>
<City>
May I use one textarea field or must I use three input fields ?
For example, I'd like to put the company address into the signature in that way :
<Company name>
<Street>
<City>
May I use one textarea field or must I use three input fields ?
- 04 Aug 2015, 15:20
- Forum: Général
- Topic: Mises à jour OTRS Appliance post 4.0.8
- Replies: 3
- Views: 44100
Re: Mises à jour OTRS Appliance post 4.0.8
Visiblement (cf. viewtopic.php?f=62&t=29740&p=121094#p120999), il n'y aura pas de mise-à-jour > 4.0.8 pour l'appliance...
- 04 Aug 2015, 15:19
- Forum: Help
- Topic: Update to 4.0.10 problem.
- Replies: 9
- Views: 4765
Re: Update to 4.0.10 problem.
OK. Thank you for your answer.
Is there any explanation available for this decision ?
Is there any explanation available for this decision ?
- 31 Jul 2015, 15:16
- Forum: General
- Topic: Feature Request
- Replies: 2
- Views: 14660
Re: Feature Request
+1
It's a litlle bit annoying.
It's a litlle bit annoying.
- 31 Jul 2015, 15:10
- Forum: General
- Topic: Save text of the first ticket article
- Replies: 1
- Views: 11674
Re: Save text of the first ticket article
I also would like to know the answer in order to improve the behavior of my OTRS system.
Is there a tag for the FIRST article text ?
Thanks !
Is there a tag for the FIRST article text ?
Thanks !
- 31 Jul 2015, 15:03
- Forum: Général
- Topic: Numéro de ticket
- Replies: 1
- Views: 61081
Re: Numéro de ticket
Cela dépend du format des numéros de tickets (cf. configuration système -> Core::Ticket -> Ticket::NumberGenerator).
Si c'est de l'auto-incrémentation, il faut effacer le contenu du fichier <OTRS_CONFIG_Home>/var/log/TicketCounter.log et les numéros repartiront à 0.
Si c'est de l'auto-incrémentation, il faut effacer le contenu du fichier <OTRS_CONFIG_Home>/var/log/TicketCounter.log et les numéros repartiront à 0.
- 31 Jul 2015, 14:34
- Forum: Help
- Topic: Update to 4.0.10 problem.
- Replies: 9
- Views: 4765
Re: Update to 4.0.10 problem.
there is no appliance version > than 4.0.8 Do you mean there won't be any update version for appliance systems ? I saw the release notice for v4.0.9 and was waiting for the release of appliance package when I saw the release notice for v4.0.10 without any information for appliance systems. I can't ...
- 31 Jul 2015, 14:22
- Forum: Général
- Topic: Mises à jour OTRS Appliance post 4.0.8
- Replies: 3
- Views: 44100
Re: Mises à jour OTRS Appliance post 4.0.8
C'est ma question également...
Je n'ai pas trop paniqué lors de la sortie de la v4.0.9 car il pouvait y avoir un délai entre la v4.0.9 et le patch pour l'appliance... mais quand je vois que la v4.0.10 est sortie, je commence à me poser des questions.
Je n'ai pas trop paniqué lors de la sortie de la v4.0.9 car il pouvait y avoir un délai entre la v4.0.9 et le patch pour l'appliance... mais quand je vois que la v4.0.10 est sortie, je commence à me poser des questions.
- 04 Jun 2015, 11:43
- Forum: Help
- Topic: External access to OTRS Appliance
- Replies: 9
- Views: 4516
Re: External access to OTRS Appliance
No answer to this issue...
I by-passed this by creating statistics, exporting it into .csv or .xsl files and linking these files to an Access database. Pretty ugly but still working...
I by-passed this by creating statistics, exporting it into .csv or .xsl files and linking these files to an Access database. Pretty ugly but still working...
- 05 May 2015, 18:51
- Forum: Howtos
- Topic: Disable OTRS Rich Text Editor (CKEditor) Right-Click Menu
- Replies: 4
- Views: 61788
Re: Disable OTRS Rich Text Editor (CKEditor) Right-Click Menu
Thank you for this tip !
I fight against aspell because CKeditor has a specific context menu but aspell doesn't work anymore on my server and my agents really need spellchecking...
Your tip let them use the spellchecker embedded in their browser.
I fight against aspell because CKeditor has a specific context menu but aspell doesn't work anymore on my server and my agents really need spellchecking...
Your tip let them use the spellchecker embedded in their browser.
- 29 Apr 2015, 10:45
- Forum: Général
- Topic: Envoyer une demande de confirmation de lecture
- Replies: 3
- Views: 50355
Re: Envoyer une demande de confirmation de lecture
Lorsque mes agents envoient un mail ( hors OTRS ), leur outil de messagerie leur permet de rajouter une option au mail envoyé pour demander une confirmation de lecture. Cette confirmation de lecture se fait par une pop-up affichée sur l'écran du destinataire lorsqu'il ouvre le message ; il a alors l...
- 28 Apr 2015, 10:55
- Forum: Help
- Topic: Mark as unread
- Replies: 6
- Views: 3983
Re: Mark as unread
Thanks for the answer.
I'll ask Znuny for a new release under OTRS v4.
I'll ask Znuny for a new release under OTRS v4.
- 28 Apr 2015, 10:41
- Forum: Help
- Topic: Mark as unread
- Replies: 6
- Views: 3983
Re: Mark as unread
No feature available to mark articles as unread after having read them ?
Is there an add-on available ?
I would like to be able to put again the unread star in the dashboard on a already read article.
Is there an add-on available ?
I would like to be able to put again the unread star in the dashboard on a already read article.
- 08 Apr 2015, 15:44
- Forum: Help
- Topic: OTRS Appliance Error
- Replies: 6
- Views: 2808
Re: OTRS Appliance Error
I used to use the backup command.
Try just typing in your ssh terminal.
On my OTRS server, files and database dumps are copied to /BACKUP/ folder with that command.
Then, I saved them on my PC via SFTP (Filezilla) and restored them by the same way.
Try just typing
Code: Select all
backup
On my OTRS server, files and database dumps are copied to /BACKUP/ folder with that command.
Then, I saved them on my PC via SFTP (Filezilla) and restored them by the same way.
- 08 Apr 2015, 14:49
- Forum: Help
- Topic: Explore OTRS Appliance Files
- Replies: 9
- Views: 3891
Re: Explore OTRS Appliance Files
It is possible to connect to your OTRS server using SSH and/or SFTP. Uploading files from your PC to your server is possible with SFTP.
The simpliest way to do that is to install Filezilla on your PC, then you have to enter your server's IP address.
You can log in with the root account and password.
The simpliest way to do that is to install Filezilla on your PC, then you have to enter your server's IP address.
You can log in with the root account and password.
- 27 Mar 2015, 12:06
- Forum: Patches / Modules
- Topic: ArticleCopyMoveDelete for OTRS 3.0
- Replies: 18
- Views: 78962
Re: ArticleCopyMoveDelete for OTRS 3.0
Thank you !
- 20 Mar 2015, 12:05
- Forum: General
- Topic: [SOLVED] User: root@localhost authentication with wrong Pw!!!
- Replies: 8
- Views: 4800
Re: [SOLVED] User: root@localhost authentication with wrong Pw!!!
Indeed.wurzel wrote:Hi,
yes, nothing to worry about. My inital answer also was correct
i did not think on support package doing it.
Flo
- 20 Mar 2015, 11:50
- Forum: General
- Topic: [SOLVED] User: root@localhost authentication with wrong Pw!!!
- Replies: 8
- Views: 4800
Re: User: root@localhost authentication with wrong Pw!!!
OK. So nothing to worry about.
I'll mark this topic as 'solved'.
I'll mark this topic as 'solved'.
- 20 Mar 2015, 10:14
- Forum: General
- Topic: [SOLVED] User: root@localhost authentication with wrong Pw!!!
- Replies: 8
- Views: 4800
Re: User: root@localhost authentication with wrong Pw!!!
Hi, someone tries to use root@localhost to login. Flo Thanks for your reply, but I don't think so because the address used to login with root@localhost is mine and I am still connected with my regular user. No other browser opened or accessing to OTRS. the supportpackage or the system console check...
- 19 Mar 2015, 18:27
- Forum: Patches / Modules
- Topic: ArticleCopyMoveDelete for OTRS 3.0
- Replies: 18
- Views: 78962
Re: ArticleCopyMoveDelete for OTRS 3.0
Hi !
Is there any release for OTRS 4.0.6 ?
The ArticleCopyMoveDelete module seems to fit exactly my agents' needs for moving articles from ticket to another.
Thanks !
Is there any release for OTRS 4.0.6 ?
The ArticleCopyMoveDelete module seems to fit exactly my agents' needs for moving articles from ticket to another.
Thanks !
- 19 Mar 2015, 11:00
- Forum: General
- Topic: [SOLVED] User: root@localhost authentication with wrong Pw!!!
- Replies: 8
- Views: 4800
[SOLVED] User: root@localhost authentication with wrong Pw!!!
Hi all, In my system log, I found several error lines pointing out (as notice) " User: root@localhost authentication with wrong Pw!!! (Method: sha256, REMOTE_ADDR: XXX.YYY.ZZZ.TTT) " The remote address is mine and I used to log in with my own admin user, not with root@localhost. Did someon...
- 19 Mar 2015, 10:50
- Forum: General
- Topic: [SOLVED] Where are the customer data ?
- Replies: 3
- Views: 2084
Re: Where are the customer data ?
Thanks.
Your answer confirms what I thought : no automated task available or no proper feature in OTRS.
My SQL query lets me see all the tickets with these unassociated customer users.
Because I don't have so much tickets affected, I will correct these one by one.
Your answer confirms what I thought : no automated task available or no proper feature in OTRS.
My SQL query lets me see all the tickets with these unassociated customer users.
Because I don't have so much tickets affected, I will correct these one by one.
- 18 Mar 2015, 17:47
- Forum: General
- Topic: [SOLVED] Where are the customer data ?
- Replies: 3
- Views: 2084
Re: Where are the customer data ?
I can see all these customer users without company by this SQL query:
How can I associate these customer users to customer company ?
Code: Select all
SELECT TN, CUSTOMER_ID, CUSTOMER_USER_ID FROM ticket WHERE CUSTOMER_ID = CUSTOMER_USER_ID
- 18 Mar 2015, 17:05
- Forum: General
- Topic: [SOLVED] Where are the customer data ?
- Replies: 3
- Views: 2084
[SOLVED] Where are the customer data ?
When a new customer sends an email to open a new ticket or to add informations about an already opened one, I can add this customer user to a customer (company). But I can't see if some of them remain unassociated to a customer company. Where can I find the list of all these customer users without c...
- 18 Mar 2015, 16:46
- Forum: General
- Topic: Is it possible to display the list of sent emails ?
- Replies: 0
- Views: 1238
Is it possible to display the list of sent emails ?
All the articles (internal and external emails, internal and external notes...) are gathered into each ticket view. But my agents asked me to display the list of all sent emails (or all written articles). In fact, they want to be able to see a list with some data : - the agent who has written the ar...
- 18 Mar 2015, 16:27
- Forum: General
- Topic: How to include Dropdown DF in email notifications
- Replies: 5
- Views: 2753
Re: How to include Dropdown DF in email notifications
In my templates (for emails) I use : <OTRS_TICKET_DynamicField_Description> to insert the value of the "Description" field.
- 11 Mar 2015, 19:16
- Forum: General
- Topic: Can OTRS send a "read report request" ?
- Replies: 3
- Views: 1909
Re: Can OTRS send a "read report request" ?
I looked around and noticed that some email headers can do the job : - Disposition-Notification-To: - Return-Receipt-To: I wonder if it is possible to add one of these headers in the external emails sent by OTRS. Is it possible to associate a checkbox in compose screen to the header ? Or to configur...
- 11 Mar 2015, 17:26
- Forum: Général
- Topic: Propriétaire par défaut d'un ticket créé
- Replies: 5
- Views: 57322
Re: Propriétaire par défaut d'un ticket créé
Bonjour,
Je n'ai pas souvenir d'avoir repéré ce paramètre dans la config système.
Essayez en cherchant "owner".
Il est possible qu'OTRS requière un propriétaire pour un ticket, même à l'état "new". Dans ce cas, il vous faudra en désigner un nouveau parmi vos agents.
Je n'ai pas souvenir d'avoir repéré ce paramètre dans la config système.
Essayez en cherchant "owner".
Il est possible qu'OTRS requière un propriétaire pour un ticket, même à l'état "new". Dans ce cas, il vous faudra en désigner un nouveau parmi vos agents.
- 11 Mar 2015, 17:23
- Forum: General
- Topic: Can OTRS send a "read report request" ?
- Replies: 3
- Views: 1909
Can OTRS send a "read report request" ?
Hi, My agents are used to work with emails ( with MS Outlook ) and they would like to send "read report" requests when they send external or outbound emails. I didn't see any configuration item for this purpose in SysConfig... may be I need more efficient glasses or OTRS isn't able to do t...
- 10 Mar 2015, 13:21
- Forum: Help
- Topic: No Putty access
- Replies: 1
- Views: 1368
Re: No Putty access
Hi, On my appliance, the user is "root" (not "root@localhost") and the password is prompted during the installation process (see http://otrs.github.io/doc/manual/appliance/3.3/en/html/ch03s06.html ). root@localhost / root is only the user for the web interface not for the applian...
- 06 Mar 2015, 10:47
- Forum: Help
- Topic: [SOLVED] "Your´re browser is too old" - message
- Replies: 2
- Views: 1943
Re: "Your´re browser is too old" - message
I saw that this issue may appear due to css files or permissions issues.
Here are some links related to this issue :
- viewtopic.php?t=7809
- http://lists.otrs.org/pipermail/otrs/20 ... 34023.html
- http://comments.gmane.org/gmane.comp.otrs.user/32951
Here are some links related to this issue :
- viewtopic.php?t=7809
- http://lists.otrs.org/pipermail/otrs/20 ... 34023.html
- http://comments.gmane.org/gmane.comp.otrs.user/32951
- 04 Mar 2015, 17:07
- Forum: Général
- Topic: Envoyer une demande de confirmation de lecture
- Replies: 3
- Views: 50355
Envoyer une demande de confirmation de lecture
Bonjour, Mes utilisateurs ayant l'habitude de travailler avec des mails, ils souhaiteraient avoir la possibilité d'envoyer une demande de confirmation de lecture lorsqu'ils rédigent une réponse à un article ou un nouveau mail sortant. Est-ce possible ? Si oui, par où passer et comment sont gérées le...