Znuny and ((OTRS)) Community Edition

gecelann

Hi, Good day! follow up on this, however is it possible to add object type? in statistics module? just to have an interface to all the agents if they're going to have stats access? I don't want to give the admin rights for all the users that needs to have access in stats. If its possible can you ple...

gecelann

Already found a solution, we just add route it to our server!

gecelann

Hi! Good day! I would like to know what are the possible causes why the otrs can't connect to windows browser? but if we check it on the linux os browser we can actually access it. the problem is that the only browser of windows os is not accessing or connecting to OTRS web browser. Please help. We ...

gecelann

Hi!

Good day!
I would like to ask is it not possible to add prompt message that will notify the customer's newly created ticket?
I tried editing its file CustomerMessageTicket.tt with javascript code but it is not working even if it is just a simple alert type javascript

Please help

gecelann

root wrote:I did not see a word wrap there, look good to me.

Hi root!

Thanks for your response!

I've already found the solution!

Thank you so much!

Reffered to this link,
viewtopic.php?t=23682

gecelann

Hi, I would like to know where could I remove the word-wrap for dynamic_field in ticket zoom? Been trying to edit css of Core.Form.css and Core.PageLayout.css to change the margin but it the word is still not fully listed in sidebarcolumn. :( Please help where can I edit this word-wrap like? see the...

gecelann

Hi! I just wonder if there's a free add-on statistics for customer? where in the client wants to have a report for how many customer's change by a certain user? and how many customer we're added within a month? or if ever, is there a sample of steps on how to integrate the OTRS to jasper reports and...

gecelann

jojo wrote:As I wrote: create a custom translation file

Thanks jojo!

gecelann

The Title is not the subject! Title is the typically the subject of the first Article but can be changed. So it gives a summary of the ticket. You can create a custom translation file to change it if really needed Thanks jojo! But our client wants to rename it as subject only, I understand that it ...

gecelann

Hi to everyone!

I want to ask where can I rename the word title in dashlet?
Our clients want to have the title relabel to subject?
Can we possibly change it in .tt?
I'm having hard time searching for the label in dashboard but I can't or can I call it in sysconfig -> dashboard?

Please help

gecelann

contact sales@otrs.com for a fully managed system (no need to think about sizing) Thank you so much jojo! :D EC2 or Digital Ocean are booth good ways to host OTRS. The I/O on Digital Ocean is a bit slower than the EC2 (SSD) versions but it will fit your requirements just fine. Create an EC2 Instanc...

gecelann

Especially for the storage size it depends on how often attachments are used and of which size they are. Hi root! Is Amazon EC2 is good for a cloud server? base on your experience, can you please give me what are the best cloud server that can handle OTRS with this condition? Thank you so much for ...

gecelann

Hi! Good day! I would like to seek advice what cloud server is good for handling OTRS system that could last 3 years without having a down site? and a good amount storage that could handle maximum of 1,500 tickets per day and can last up to 3 years? Please give us advice for the system requirements ...

gecelann

Hi, Where can I download the KIX4OTRS of OTRS v5.09? Because in the latest download area, the only available for OTRS 5 is v5.14 and in opar there is v5.06. https://www.cape-it.de/en/kix4otrs-download-eng.html Tried using both but it keeps on getting the error of not compatible version of OTRS. Plea...

gecelann

no, but you can click History ... Hahaha... yes, I know :) It's just a client requirement. Of course I know that you can click History and see the old states. Thanks a lot. Cheers. Hi rafaqf, Did it worked? can you give me some tips on how to work on it, this is actually one of the requirements of ...

gecelann

Try to add next if $Item eq 'New Article'; at https://github.com/OTRS/otrs/blob/32e2ee9e20388db9ae10a1c7414b274272b7c936/Kernel/Output/HTML/TicketOverview/Small.pm#L634 and and https://github.com/OTRS/otrs/blob/32e2ee9e20388db9ae10a1c7414b274272b7c936/Kernel/Output/HTML/TicketOverview/Small.pm#L142...

gecelann

Hi!

Good day!
I would like to know what are the affected files when we will hide the star of the ticket?
Our client doesn't want to see the stars beside the ticket's details?

Please see the screenshot below. How to hide this section?

gecelann

root wrote:Please post all headers of the notification

Hi root,

Sorry I did not understand, what kind of header? the header of the email?
We do have like this. Please correct me, if I'm wrong. Thank you so much!

Selection_127.png

gecelann

Hey folks, We use a custom web-form to create our tickets in otrs (the form sends them by mail to otrs). That works well but we still missed the automatic link between the users computer (CMDB CI) to the ticket. I solved this on a very, very dirty and inefficient way using PHP and linking directly ...

gecelann

Can anyone help with this issue... OTRS: ITSM 3.05 Tickets Timestamp displays correctly But SMTP email sent out are showing the wrong timestamps Please advise Hi, Can anyone give us advice? :D I'm currently using OTRS 5 and the time of sending email is 1 day ahead (EmailNotification) I'm also using...

gecelann

Can you please teach me how to fix it. Because our current OTRS 5 is performing too slow and I guess it is connected to this issue. Add more RAM and check your MySQL configuration. If you like to proof that database as a performance issues enable the slow query log. Hi root! Thank you so much! One ...

gecelann

Hi, anything in the OTRS Support Assessment? Maybe it is a wrong package size. Florian Hi Florian, Thanks for your reply, how will I know if it is in a wrong package size? :D How much RAM you linux box has? Sounds like the oom killer was there.. :) Hello root! I use the script grep -i kill /var/log...

gecelann

gecelann wrote:
reneeb wrote:Kernel/Modules/AgentTicketZoom.pm and Kernel/Output/HTML/Templates/Standard/AgentTicketZoom.tt
Thank you so much!!!

gecelann

Hi! I can see the v4 Dashboard sticks these two 'flag' columns into the left most column positions of the New/Open/Reminder/etc ticket list widgets. There appears to be no way of hiding them via the web. Was looking around in the Ticket -> Frontend::Agent::Dashboard sysconfig section, but the 0130-...

gecelann

reneeb wrote:Kernel/Modules/AgentTicketZoom.pm and Kernel/Output/HTML/Templates/Standard/AgentTicketZoom.tt

Thank you so much!!!

gecelann

Wolfgangf wrote:I had a similar problem with 2 reasons
- EXTREM CPU load
- damaged mysql table

Hi wolfgangf,

How did you fixed the issue regarding the lost connection in MySQL?

gecelann

reneeb wrote:@RStraub already gave the answer. You need to change the template (and maybe the Perl module).

Hi reneeb!
Sorry wasn't able to read it well, can you give me the files that need to change?

Thank you so much.

gecelann

Hi,

Is this possible, if our client wants to change the details in article overview?
Please advice. Thank you so much!

gecelann

Currently this provides only a perl script that you can run on the command line: ps.ImportExportDynamicFields.pl [-m <mode>] [-f <file> ] [fieldname1 fieldname2] m mode export or import f in export mode path to the file the export should be written to (optional) in import mode path to the file that...

gecelann

Hi! Good day everyone! Just wanna ask what kind of data type is the customerID? Because I will apply it in dynamic_field, so that when the user will use filter in dashlet he/she will just type the name of it instead of finding it real hard on dropdown dynamic_field? I just want it to be like this......

gecelann

Hi! I would like to know how will I remove the rights in showing or displaying the create ticket new? Because I just configured the rights of a certain user with read-only on a group, but it has the rights to access the AgentTicketPhone? but the thing is that it doesn't have a queue list, and I thin...

gecelann

wurzel wrote:Hi,

can you delete all entries in QueuePermissionGroup? Just for testing.

regards,
Florian

Hi Florian!

It worked!!!
Thank you so much!!!

gecelann

Hi,

Just want to ask where would the details of a CI in database of configitem?
I'm searching for it because we will going to have an external application for it.
Please let me know what the name of the table is.

This is the details of a sample CI that I was talking about.

Selection_104.png

gecelann

wurzel wrote:Hi,

you are doing right. Do you have rw permissions on the queues?

Florian

Hello wurzel,

Thanks for the respond, actually I have rw rights for each group and still, it is not working.

please see the screenshot below.

Selection_102.png

tho I have the exact state stated at the sysconfig.

gecelann

Hi! Good day! The queue overview is not working in the dashboard with the permissions of many group. Is it really not working if the system has different group with different queues? Please see the screenshots. Screenshot below is the queues with different groups Selection_095.png Because based on m...

gecelann

Hi,

What are free add-ons for ITSM CMDB? or for config items?
Thank you!

gecelann

Hi to everyone,

I would like to know what are the configuration needed in order to work the DashboardCustomerConfigItems?

Thank you so much!

gecelann

Hi,

Please advise that I was able to fetchmail. the only problem that I'm now encountering is the sending emails using notification events of otrs 5.0. Please help me

Selection_086.png

gecelann

Hi to everyone! I would like to know why I get the error that I can't connect to smtp.gmail.com eventhough I can ping smtp.gmail.com and I can check it using openssl s_client -crlf -connect smtp.gmail.com:465 in terminal? Selection_083.png After upgrading otrs 4 to 5, our email is already working I ...

gecelann

Hi Good day! I've been using Daemon::SchedulerCronTaskManager::Task###MailAccountFetch for the past few months and uncheck the fetchmail. I have been recently encountering on the same error "Error: Unable to register the process in the database. Is another instance still running?" to fix i...

gecelann

Hi!

Can someone please help me how to configure Znuny4OTRS - Type and priority based escalation in sysconfig?
I can't find the right subgroup for it. Please help me how to figure out this one.
I'm currently using it for OTRS 5 and installed it.

Is it really working on otrs 5?

gecelann

Hi! I just wanna ask how to work on ITSM dynamic fields such as due date, repair start time, decision date and etc. Is it the same process in pending reminder? where in there's a countdown of the time that you set in ITSM dynamic fields? What's the use for it? what's the difference between ITSM dyna...

gecelann

root wrote:Name you file like WhatEverYouLike.xml and dont' forget the otrs_config tag

Hi root!
Where will I call WhatEverYouLike.xml in the files? in order to show it in sysconfig? or
it will automatically call when i rebuild my config?

gecelann

Yes, check the file Kernel/Config/Files/Ticket.xml for the Dashboard configuration, copy it to an own XML Config ( don't forget the initial and closing tags ;-). Rebuild Config. Done. Hi root, What do you mean by copy it to an own xml config? new file of ticket.xml? or just new configitem? If by co...

gecelann

Hi! Good day! I would like to ask if it is possible to add new ticket queue overview in dashboard? I try editing it in ticket.xml thru copy and paste then change the configitem name and title, but it did not work. Can it possibly have a new queue overview? Because in our otrs we have different queue...

gecelann

Hi!

Good day!
In otrs 5, is there any reminder email notification for agents at the end of the day?
Just an email notification for all agents that they need to create a report for tickets?
Not related to ticket but just a simple notification on the set date and time.

Thank you!

gecelann

root wrote:Of course - with custom development

Can you please give me the exact files that i need to edit?
Thank you root!

gecelann

I remember having same issue, adding a second order by fixed it for me e.g. SELECT ts.name state, th.name fromto , th.create_time createtime, th.ticket_id ticket_id, th.id, Coalesce((SELECT th2.create_time FROM ticket_history th2 WHERE th2.history_type_id IN (1,27) AND th2.ticket_id = th.ticket_id ...

gecelann

Hi!

Is it possible to add a customize column for a total number of tickets link on the
config item?

Thanks!

gecelann

Hi good day! I would like to know how to optimize this sql query, I need to know how to get the optimized query for the order by of ticket_history id to have the right sorting of the create_time of ticket_history SELECT th.id, ts.name state, th.name fromto, th.create_time createtime, t.tn ticket_num...

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