Znuny and ((OTRS)) Community Edition

Hello all, Is there a way that the system can automatically merge new same tickets? The system is configured for the following actions. 1. When someone sends an email to xx@domain.com a ticket is opened in XX queue. 2. When someone sends an email to yy@domain.com a ticket is opened in YY queue. 3. W...

Hi,

Tried it again step by step and it worked.
I used another table though.

Thanks for your help!

George

Hi Roy, Pasting CustomerCompany1 and table schema. $Self->{CustomerCompany1} = { Name => Translatable('CustomerCareSystem'), Module => 'Kernel::System::CustomerCompany::DB', Params => { # if you want to use an external database, add the # required settings # DSN => 'DBI:odbc:yourdsn', # Type => 'mss...

Yes, I had two Dynamic Field for CustomerCompany configured.
But I commented them out earlier just to see if this causes the problem.
Still, nothing gets in from CustomerCompany1.

Thanks,
George

Hi Roy, I changed the values but nothing happened. The error log i get is the following. [Fri Apr 23 15:45:08 2021][Debug][Kernel::System::DynamicField::Backend::ValueGet][956] Unable to fetch object mapping for object name 503 and type CustomerCompany! Does it have to do with $Self->{CustomerCompan...

Hi Roy, This is my configuration in Config.pm I don't know what is wrong. I can't see any customer from this database. $Self->{CustomerCompany1} = { Name => Translatable('CustomerCareSystem'), Module => 'Kernel::System::CustomerCompany::DB', Params => { DSN => 'DBI:mysql:database=db-name;host=192.16...

Hi Roy,

Yes like this.
But on the third column instead of customer_id, name and valid_id I'm using the column names of the remote database table.
Is this correct?

Thanks,
George

Hello all, I'm having problem reading the customers from the other system. I have completed the configuration for the remote mysql (dsn, user, password, table) in the Config.pm file under $Self->{CustomerCompany1}. For testing this I'm using just three fields (CustomerID, CustomerCompanyName, ValidI...

Hello all, I could use your help on the following. Assuming I have some Car Leasing Companies as customers. Company 1 owns cars with names Car1 to Car100 and each one with different plate number (Plate1 to Plate100). Company 2 owns cars with names Car101 to Car200 and each one with different plate n...

Hi Roy,

Since the second database is now set, I will try to connect it to my other system and access the customers.
As for the other question I will open a new post.

Thank you again for your time!

Regards,
George

Hi Roy, Thank you for your answer. I copied the company part in the Config.pm and added the number 1 ( $Self->{CustomerCompany1} = {). Now on Customer Management I see two Database Backend with the same name. I guess now I can add a new customer to which one database I choose, or import the customer...

Hi Roy,

Is this option described somewhere?

Thanks,
George

Hello,

What is the best way to import the customers from another system?
Since changes (additions, deletions, changes) may happen to customers in the existing system, these changes should pass also to OTRS in a scheduled basis.

Thank you!
George

Problem solved.
It needed different dynamic fields in every activity, as mentioned.

Regards,
George

Hi Roy, Thank you for your answer. I used different dynamic field (status) in the second activity but still happens the same. When someone approves in the first activity, the process correctly moves to the second activity. But then it doesn't stay in the second activity for someone to approve. It go...

Hello all, I'm new to Process Management and would appreciate your help in the following. I have created a process with 5 activities. The idea is when the ticket is opened an approval must take place in each activity before it passes to the next one. Each activity refers to a different queue. In eac...

For example, i would like to send an email, through reply, to agents@company.com
My OTRS doesn't receive emails from agents@company.com.
I use two other email addresses for my OTRS to receive emails.
agents@company.com is just an email address bound to a specific queue.

George

Hello all, I have recently upgraded from 4.0.14 to 5.0.10 version. When replying in a ticket and set as recipients system email addresses I get the following error. this address is registered as system address and cannot be used This was not an issue in version 4.0.14 and I could send email to the s...