Znuny and ((OTRS)) Community Edition

fullhouse

Hello everyone,

is there a possibility to make a ticket "disappear" after an outgoing Mail has been sent to a customer?
Like for example moving the ticket to a certain queue and only returning it once a followup has come in.

fullhouse

Thanks for the reply wurzel.
Does anyone else have any experience in this? Is there a way to automatically save all incoming mails as customer users?

fullhouse

Hello,

I'm thinking about setting up otrs as a b2c mailing system.Is there any way to store the incoming email addresses?

Like once a new email address is coming in it is automatically stored as a customer user?

fullhouse

Thanks skullz. That works, but only when creating a Ticket. Agents can still choose and select this customeruser on tickets that have already been opened.

So I guess this is not solvable via ACL?

fullhouse

Any more ideas on how to solve this?

fullhouse

Thanks for the quick replies. The user is actually a "valid" user which is using this account to access the customer Frontend. We created this account, so he is able to view another customerusers tickets through company tickets. However, no one is supposed to open any tickets directly on t...

fullhouse

We are using an external database to get our customer information. There is one customeruser, which agents shouldn't be allowed to select as customer when creating a Ticket etc. I'm trying to create an ACL so this user won't show up in the drop-down menu. Any ideas on how i could accomplish that? Is...

fullhouse

That was actually it! The syntax must still not be correct though. I first tried doing it your way but it didn't work out. Then i deleted the row GebuchtePakete and just left the other two. The other two Fields are now being displayed and filled correctly. I guess now I just gotta find out the right...

fullhouse

This is how it looks like: [ 'UserTitle', 'Title', 'cp_title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'cp_givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'cp_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'cp_email', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email...

fullhouse

Thanks a lot for your help. The Creation/Altering of the table was done by someone else but I got the information now: CREATE OR REPLACE VIEW kivi_customer_contacts AS SELECT contacts.cp_title, contacts.cp_givenname, contacts.cp_name, contacts.cp_email, contacts.cp_phone1, contacts.cp_mobile1, conta...

fullhouse

Hey Roy,

The DDL used is SQL.

fullhouse

I tried doing that but it doesn't work. The fields are not being displayed and the Overview when looking at all our customer users seems messed up.

Might the problem be that I can only import simple Text Fields this way?

fullhouse

Can anyone point me in the right direction here?

fullhouse

Hello, we are currently receiving our customer information from an external database. The Mapping is done in Config.pm: # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'cp_title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstna...

fullhouse

Okay, thanks for the reply. Makes sense

So how would I go about solving this then? I thought about using GenericAgent but there a no event-based triggers for FollowUp.

fullhouse

Hello, I want to configure Postmaster Filter so it moves tickets to a certain queue when there is a FollowUp on closed tickets. We don't expect customer FollowUps on certain queues so those tickets should be moved because we don't want these messages to get lost. I set search header field to: X-OTRS...

fullhouse

Alright, thanks for the reply.
I was hoping this might be a known issue within otrs because I can't figure out a way to solve it troubleshooting mysql issues.

fullhouse

Hello, the syslog of our system is showing errors concerning the mysql connection about every half an hour: OTRS-otrs.Console.pl-Maint::Ticket::FulltextIndexRebuildWorker-12 Lost connection to MySQL server during query, SQL: ' OTRS-otrs.Console.pl-Maint::Ticket::FulltextIndexRebuildWorker-12 MySQL s...

fullhouse

Hello, I would like to add a button to the AgentTicketZoom that enables agents to send the whole ticket including all notes to a customer by mail. For now, people press the print button and then append the pdf in the mail that is being sent to the customer. I'd like to speed up that process by addin...

fullhouse

Hello,

when creating a new Appointment out of a Ticket, I want the subject to be filled in with the Ticket name automatically. Anyone know if that is possible or how i have to modify Appointment.pm to make this happen?

fullhouse

look for the command 'SessionMaxIdleTime' in system configuration. it defines logout times for inactive users.

fullhouse

No I didn't use that user. Configuring ACL's has always been weird to me it seems like sometimes they just work at random. thanks a lot for the help though.

fullhouse

I tried that too but it's still not working. Am I right in the assumption that once i deploy an ACL it works right away? For example when theres an unclassified ticket thats already in the system can i just refresh it after deploying in order to test if it works? Or do I need to wait until a new tic...

fullhouse

Thanks for the quick reply.

Thats exactly the order I put it. The 'PossibleNot' ACL comes first. Still not working though.

fullhouse

Hello, we have an acl that forces agents to 'classify' (setting a type, service and SLA) a ticket before being able to work on it. The ACL looks like this: https://i.imgur.com/BYb4J9E.jpg I'd like specific roles to be able to work on the ticket even if its not classified yet. This is how i configure...

fullhouse

have you found any solution to this problem? I cant figure it out using GenericAgent

fullhouse

Kann mir jemand sagen welche Files genau unter /Kernel/Modules/ abgeändert werden müssen?

fullhouse

anyone got an idea on how to solve this?

fullhouse

Hello, I would like to generate individual reports for every agent using the statistics module. Every agent is supposed to generate his/her own report, which displays the times he/she billed on tickets for the day. The agents are not supposed to see the times billed by other agents though. Is there ...

fullhouse

Yes! I set DynamicField_ProcessManagementProcessID and DynamicField_ProcessManagementActivityID with their respective IDs in TicketCreate and now it works. Thanks a lot.

fullhouse

Thanks for your answer. Not quite sure if I understand correctly what you mean. I tried adding the Dynamic Field via TicketCreate, I put DynamicField_ProcessState as key and put in the value for ProcessState I want the ticket to be at. The Split-ticket is created but it is not a process ticket and h...

fullhouse

Hello,

I am currently working on a process which includes creating split tickets using the 'TicketCreate' option. Is there any way to create a split ticket in a process which is also a process ticket?

fullhouse

i'm also interested in how it would work in newer version. would be much appreciated

fullhouse

Yes that did it for me!

Had to adjust 'Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicField' and 'Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicFieldGroups' in the sysconfig now it is working.

Thanks a lot.

fullhouse

Thanks for the reply. I know about transition actions and I modeled everything similar to the 'Application for Leave' process. Still if an agent opens a ticket and enters the date/time of their vacation, that info is not passed on to the next step. The superior can see the new ticket and the approva...

fullhouse

Hello, I recently installed the example process 'Application for leave' via ready2adopt. I tried to rebuild this process and adjust it to our companies needs. Im having a problem passing on certain information in the first transaction though. In the 2nd step of the sample process it uses the Dynamic...

Znuny and ((OTRS)) Community Edition

Search found 36 matches

Make ticket disappear after Outgoing Mail

Re: Save incoming Email address

Save incoming Email address

Re: ACL hide CustomerUser

Re: ACL hide CustomerUser

Re: ACL hide CustomerUser

ACL hide CustomerUser

Re: Mapping Fields from external DB

Re: Mapping Fields from external DB

Re: Mapping Fields from external DB

Re: Mapping Fields from external DB

Re: Mapping Fields from external DB

Re: Mapping Fields from external DB

Mapping Fields from external DB

Re: Postmaster FollowUp issue

Postmaster FollowUp issue

Re: Database connection issues

Database connection issues

Send mail to customer with ticket notes

Set Ticket-title as Appointment-title automatically

Re: LOGOUT

Re: Problems with ACL-Configuration

Re: Problems with ACL-Configuration

Re: Problems with ACL-Configuration

Problems with ACL-Configuration

Re: how to autoset subject and note after changing owner of ticket?

Re: Title für Ticket ändern

Re: specific report for every agent

specific report for every agent

Re: Split Process Ticket

Re: Split Process Ticket

Split Process Ticket

Re: Time_Accounting SQL query

Re: Application for leave process

Re: Application for leave process

Application for leave process