Znuny and ((OTRS)) Community Edition

Dependent fields is really a lesson in user experience. If you have this granular an experience ... Think about it ... at least 6 clicks are needed. Perhaps you're over thinking the list. You may find fuzzy search to be a better option. Hi Crysthias, I saw that have this feature on Business Solutio...

Hi there,

What do we think the last version OTRS 5.0.9? Has anyone updated?

Thank you.

crythias wrote:

diemx wrote:Yes, they'll be clicked twice or three times... once to drop down, once to scroll, once to select. It would be better to fuzzy search if you can.

Sorry about that Crythias,
What is "Fuzzy Search"? Some feature, module?

Thank you.

this seems a bit ... ok. so what you're saying is based upon zero presented criteria, these are the only possible options available for the given fields... which accounts for one option apiece for all these fields. That seems more like attributes of the primary field more than something a customer ...

Hi Crythias

On each Dynamic Field has about 27 values. Priority Field is default and is done!

jojo wrote:If you want to restrict an existing Field to only one or some values use acl. If it is a one to one setting and the field should only be used in this case use the event based generic agent

Hi jojo,

Yes I tried use ACL but are Dynamic Fields. Isn't one-to-one.

Thank you.

The point is this: If a given value of field X always asserts the same unique value of field Y ... all the time ... why do you really need to set Field Y? Aren't your humans smart enough to know this already? Crythias, You don't understand, In this field I have some values and too some fields. It's...

crythias wrote:If there's a one-to-one correspondence between fields, then you have too many fields.

Sorry for my DRY Crythias.

Yes I know, we have some drop down fields... and for this cause I need that!

Hi Crythias

crythias wrote:ACLs are designed to restrict the available options to a drop down box.

In this case, do you know an another alternative?

An example: When Priority is like "3 normal", I would like set a drop down (Dynamic Field) one value. There have another way for that?

Thank you!

As crythias mentioned you can achieve this with ACLs. First create all the queues you need and then use ticket type/services/dynamic fields to classify your ticket. One important thing to mention and to stick to the OTRS terms: in OTRS you move a ticket into an specific queue. Each ticket has a tic...

Hello,

It's possible the ACL classify a dynamic dropdown field?

Thank you.

Olá,

É possivel o ACL classificar um campo dropdown dinamico?

Grato.

Oi arkivox,

Desculpe se eu entendi errado, mas acredito que você possa usar o Access Control List. Procure um pouco mais a respeito.

http://otrs.github.io/doc/manual/admin/ ... n.html#acl

Abraço.

Olá DavidNunes,

Vai em Admin > SysConfig > Search: Dynamic Fields > Frontend::Agent::Ticket:ViewAddITSMField

Espero ter Ajudado.

Marvnn,

Abre este mesmo post na ENGLISH AREA. Tem um volume maior de views lá.

Abraço e desculpe não poder ajudar.

Good Luck!

Crythians Thank you!

Hello,

I would like to better understand the ACLs (Access Control List). There is a tutorial containing some simple examples or a step by step about that?

I thank you very much for your help.

Diego Almeida.

Bom dia pessoal,

Gostaria de entender melhor o ACL's (Access Control List). Existe um tutorial contendo alguns simples exemplos?

Desde já agradeço muito a ajuda de vocês.

Diego Almeida.

Hi, But there is no way to connect SLA with Company (customer) only through services, so how it would know that when COmpany 1 uses ERP Finances it should be SLA1, and when Company2 uses ERP Finances - SLA2 Services can be connected to users, but SLA cannot connect to users, so how OTRS will figure ...

OK, thank you Crythias!

I'll try more, thank you again.

Hey guys, Is possible config Auto Assignment on OTRS? For example, if the ticket contains a field called Problem type, and Problem type contains hardware, software, and network as its three choices, Issues could be assigned automatically to different users and Teams depending on which choice is sele...

Olá Amigos,

Gostaria de saber com eu faço a associação automatica (Auto Assignment) de um analista ou grupo de atendimento de acordo com a classificação selecionada no ticket?

Alguem pode me ajudar com isso?

Abraço.

CentOS - OTRS 4.0.8 (OTRS::ITSM).

Hi Crythias,

Sorry my english, I need improve.
I agree with you, but I think I expressed myself badly.

I would like how I apply my SLM on OTRS?
Can you help me?

Thank you!

Hello everybody, Excuse my ignorance because I have less than 20 hrs of OTRS. Would you like to set in my Virtual Machine (CentoS with OTRS 4.0.8.), a prioritization matrix for each service selected, example: If classify the ticket with a determined service, a SLA will be automatically assigned . My...

Olá pessoal, Desculpe minha ignorância, pois tenho menos de 20hrs de OTRS. Gostaria de montar em minha VM (CentoOS com OTRS 4.0.8.), uma matriz de priorização para cada serviço classificado, ou seja, ao classificar o ticket, automaticamente um SLA será atribuído. Meu campo SLA (Prioridade) comtém 5 ...

LOL... You are the best, It's exactly that!

Thanks again friend!

Hi there, I would like know how I make to create a dependency Groups on OTRS 4.0.8? For example: Dynamic Drop-down Dependency Groups - Designate a set of drop-down choice fields to create an unlimited number of categories and sub-categories of which the available choices are restricted in each field...

Olá pessoal, Gostaria de saber como eu monto um grupo de dependência no OTRS 4.0.8, por exemplo: Grupos dinâmicos de dependência drop-down - Designar um conjunto de campos de escolha drop-down para criar um número ilimitado de categorias e sub-categorias, dos quais as opções disponíveis são restrito...

Hi RStraub.

Thank you for answer, exactly I wanna a new renamed entry.
hehe It's confusing.

Thank you again!

Hi there, I just met today the OTRS, downloaded and installed the OTRS 4.0.8 on CentOS then I installed the add-on OTRS :: ITSM and now I have thousands of doubts! :( As a test I'm trying to create a simple SPOC (Single Point Of Contact), with a classification of structure levels, automatic prioriti...

Olá amigo, Acabei de conhecer o OTRS, baixei e instalei o OTRS 4.0.8 no CentOS, em seguida instalei o add-on OTRS::ITSM e agora tenho milhares de dúvidas! :( Como teste estou tentando criar um simples SPOC (Single Point Of Contact), com uma estrutura de classificação em niveis, matriz de priorização...