Znuny and ((OTRS)) Community Edition

apolloit

root wrote: ↑20 Oct 2020, 07:46 Hi Michael,

It's possible to use the ticket number for the link:

/otrs/index.pl?Action=AgentTicketZoom;TicketNumber=xxxxxx

- Roy

That's absolutely brilliant - and just what I needed. I can now process a URL.

Thank you Roy!!

Michael.

apolloit

Hello, I know I'm waking an old thread, however its the only one I can find that's precisely what I'm after - and figured the info useful to anyone searching later. Hi Eric, I don't see any chance to get this done with OTRS only. You could try to create a CSV report and modify the file with awk. The...

apolloit

And with regards PERL - I can report the following from the support data collector. This was the only part in orange :) I remember having issues updating the perl modules with yum during the v4-v5-v6 upgrade processes... It would report updating them them, but basically report the same version upon ...

apolloit

Thanks Emin,

I might struggle with these as I'm not a Perl programmer by any stretch.

However I'm happy to share my screen with someone and pay for their time, if that's appropriate?

I can even set up a cloned environment that we can test/trash?

Many thanks indeed,

Michael

apolloit

Hello All, I asked this on the other forum, but had no replies - so hope it's ok to ask here. It takes a long delay to create a new statistic of type "ticketlist". Does anyone know how I would chase this issue down please? Nothing of note in the messages log, and the system is fast in ever...

apolloit

Hello All, I've noticed that opening certain reports are causing considerable delays when opening one of the statistics in /index.pl?Action=AgentStatistics;Subaction=Overview They tend to be "ticketlist" reports - where a specific customer is involved. The actual running of the report(s) s...

apolloit

Hello All, I'd like to put a space / separator between the toolbar icons. Does anyone know how to separate the "locked tickets" from "responsible tickets"? The reason is we're beginning to use ticket-responsible, and I'd like to avoid anyone feeling "overwhelmed" with d...

apolloit

Hello All,

I managed to resolve this in Generic Agent, by using the notation:

(Customer1||Customer2) etc in the "Customer Field"

And can now automatically (and intelligently) set the responsible owner.

Thanks for the replies!

Michael

apolloit

No worries and thank you for your thoughts.

I could - perhaps run one GA per customer. That would resolve it.

I was hoping to run one GA per agent - and select multiple customers within, but it's not to be!

Michael

apolloit

Emin, Thank you so much. We do use the postmaster filters for setting the "customer" when someone else emails from that domain, and it's great. However, a few of our customers log tickets through the portal, and I'm very aware that postmaster filters wont help us on those :( I'd be happy t...

apolloit

I did think maybe I could set up a dynamic field for the agent name in the customer record?

Would anyone know if I can then "get" that dynamic field into "responsible" via a generic agent task?

I hope I'm being clear - and apologies for any confusion.

Michael

apolloit

Dear All, Ideas for automation on this please - as generic agent does appear to help us on this one. We have approx 50 customers, and 4x 2nd line agents. Each agent has a list of customers he takes responsibility for. Its usually approx 12 each. The customer tickets can be "owned" by other...

apolloit

Hi All, I managed to resolve this by changing the line to: [ 'DynamicField_CustDocumentsLink', undef, 'CustDocumentsLink', 1, 0, 'dynamic_field', '[% Data.DynamicField_CustDocumentsLink | html %]', 0, "_blank" ] This was after searching new terms for a resolution, and I'm glad I did! Hope ...

apolloit

Hello All, Regarding opening a Customer Dynamic Field Hyperlink in new Browser tab. Is it possible? I have a dynamic field for a URL to documentation, and would like the agents to click on the URL and have it open in a new tab, rather than overwriting the existing one and losing the ticket off the s...

apolloit

Hello Michael, The easiest way would be to add some custom JavaScript. Just a few lines can make a huge difference in OTRS. The user docs for OTRS 6 got removed a while ago; don't ask me why... But you can use the docs for version 7 since the agent/admin frontend is almost identical. — Emin Thanks ...

apolloit

Hello Flo, have a look in the docs https://doc.otrs.com/doc/manual/user/7.0/en/content/tickets/ticket-zoom.html#ticket-menu every action is explained here. I appreciate you sending me this link, however it doesn't address the issue I'm referring to, its for V7 (and I'm on V6), and I've already studi...

apolloit

Thanks guys - to quote you each: Use email outbound features which will not display a quote however you have to manually input receiver email address. We could, but as you've identified - it's not without issues. check system Config AgentTicketCompose Thank you - I did, although I'm very aware these...

apolloit

Hello, We have configured our OTRS to include 6 lines of quote in the email replies. This works well and is useful. I'm unable to find a way in the system/documentation (and perhaps there isnt) - to create an email template that includes no quote. Any ideas, or is this not possible? Thank you :) Mic...

apolloit

Dear All,

My apologies - there is a "Restrict export per search" in the last page of the export config.

Having unticked this in a NEW export, I was able to get 1100 contacts in a CSV.

Sorry for being daft!

Michael

apolloit

Thank you Jojo, The usecase is to get a full export of them, using the import/export module. I remember in V4 having the same issue, and uplifting the 250 to a higher number was the cure with no side effects. Perhaps there's a different resolution. I'm basically generating a CSV export, and want all...

apolloit

Sorry guys - I probably confused the issue in my original post.

We need to see all our customer users in the list - and was hoping you'd direct me to right place to alter the setting (which is currently limiting the list at 250).

Hope someone can enlighten me

Thank you in advance.

Michael

apolloit

Hello All, I managed this on V4 a while back, but struggling on V6. I've searched for guidance on this - and tried various things (all of which I've reversed) - however I'd like to see all my customer users in the list. I have 1100... and we're limited to 250. /otrs/index.pl?Action=AdminCustomerUser...

apolloit

Please disregard last message - I fully resolved the issue by changing the dynamic field line in Config.pm. I set "1" under the "shown" column.

Just brilliant now - thanks for the help.

Michael.

apolloit

Hello again Roy, Thank you - I can confirm that adding: use Kernel::Config::Defaults; # import Translatable() into the bottom of Config.pm (above use base) - WORKED, and I can now see my dynamic field for editing. I have tried to add the Customer dynamic field in Ticket::Frontend::AgentTicketZoom###...

apolloit

Thank you for the replies! Roy - I can confirm that my Config.pm *IS* from my OTRS4 which has been copied back into place with each version upgrade. So my intention is to try the new version you kindly referred me to (with my old variables), and I will test this out of business hours later. I'll rep...

apolloit

Hello All, Long time OTRS user, recently upgraded from the v4 appliance right upto 6.0.28 on a new CENTOS. Great process, even if I did need to rehearse and redo a it a few times. We're there now! I'm trying to add a dynamic field to AdminCustomerCompany. It's for a client documentation URL. I under...

apolloit

Thank you for that

Howabout the closing notes on a ticket - is there any way we can incorporate that in an email field??

Mike

apolloit

Hello all,

I was hoping to use the accounted time field (if it exists?) in an email.

I have tried <OTRS_TICKET_AccountedTime> and it doesnt return anything...

All my searching has amounted to little on this - so wondered what my options were?

Many thanks indeed.

Mike

apolloit

Hello Everyone, I'm using the FAQ module - and trying to create anchor code in the source as follows: <a name="example"></a> But when I save it - it disappears? This is useful to link to items further down the page in a FAQ article. the functionality is there to use "link in this page...

apolloit

Hello All, Forgive any duplication on the other forum room. We use Event Notifications to email us when a job is closed. This works well, and I followed:http://wiki.otterhub.org/index.php?title=Notify_Users_that_a_Ticket_has_closed I have tried to add a second notification under the same guidance - ...

apolloit

Hello All, We use Event Notifications to email us when a job is closed. This works well, and I followed: http://wiki.otterhub.org/index.php?title=Notify_Users_that_a_Ticket_has_closed I have tried to add a second notification under the same guidance - for the purpose of a closure email / user feedba...

apolloit

Apologies for the delay sir. I really appreciate you explaining all that.

Having moved the pm file into the custom folder (which did exist), and editing it according to your instructions - everything worked like a charm.

Excellent help - and thank you

Have a Happy Christmas.

apolloit

Many thanks indeed for your kind reply. So quick! I'd like to try changing this, but I'm not a confident coder. Would you mind letting me know the filename involved, and what you would change in there? I'm happy to back up the file and have a go at editing this. All I want is the title to be reporte...

apolloit

Hello All,

I wonder if the default email subject (when either replying, or using the outbound email button) can be forced to use the title of the ticket?

I'm looking in the templates area - and there is nowhere to change the subject.

Any help much appreciated. Have a great day

Mike F

apolloit

Thank you sir, you're absolutely right. In case anyone else gets similar - heres what happened: I set up the SendMailBCC in Core::Sendmail -> pointing to an address alias that belongs to the same exchange email account as my inward OTRS mail. It was hdsent@xx.com Any emails received to this address ...

apolloit

Hello All :) I need to send an email when a ticket is closed. The email goes to our admin team so they can invoice for work/parts on the ticket. Have followed guidance here: http://wiki.otterhub.org/index.php?title=Notify_Users_that_a_Ticket_has_closed And the email sends fine - and the ticket close...

Znuny and ((OTRS)) Community Edition

Search found 36 matches

Re: How to add a hyperlink to the ticket in excel report

Re: How to add a hyperlink to the ticket in excel report

Re: Delay/freeze when creating new statistic ticketlist

Re: Delay/freeze when creating new statistic ticketlist

Delay/freeze when creating new statistic ticketlist

Certain statistic reports not responsive

Toolbar Icons Separator?

Re: Automatically setting the responsible owner

Re: Automatically setting the responsible owner

Re: Automatically setting the responsible owner

Re: Automatically setting the responsible owner

Automatically setting the responsible owner

Re: Open Hyperlink in new Browser tab

Open Hyperlink in new Browser tab

Re: Email reply without quote

Re: Email reply without quote

Re: Email reply without quote

Email reply without quote

Re: List all customers in "Customer User Administration"

Re: List all customers in "Customer User Administration"

Re: List all customers in "Customer User Administration"

List all customers in "Customer User Administration"

Re: Adding Dynamic field to Customer Admin

Re: Adding Dynamic field to Customer Admin

Re: Adding Dynamic field to Customer Admin

Adding Dynamic field to Customer Admin

Re: Echo the Accounted time in an email

Echo the Accounted time in an email

HTML editor not saving anchors

Event Notifications and sending emails

Multiple Notifications on closure

Re: Can title be the subject in email templates?

Re: Can title be the subject in email templates?

Can title be the subject in email templates?

Re: Closure email reopens the ticket

Closure email reopens the ticket