Search found 102 matches
- 29 Jan 2021, 23:32
- Forum: Help
- Topic: Deleted USER_PREFERENCES table while performing jmeter tests
- Replies: 1
- Views: 893
Re: Deleted USER_PREFERENCES table while performing jmeter tests
Hello, I wanted to say what just happened: We were reviewing further than we should... The issue was solved rebuilding the caché as the issue was related to the DA not being synchronized again. Probably DB user was blocked and once unblocked, OTRS needed to apply the commands to delete and generate ...
- 29 Jan 2021, 12:44
- Forum: Help
- Topic: Deleted USER_PREFERENCES table while performing jmeter tests
- Replies: 1
- Views: 893
Deleted USER_PREFERENCES table while performing jmeter tests
Hello, We were launching performance tests using jmeter, some genericinterface get connections. They were done today early morning and after receiving some errors, we realized we were not able to get to the admin rights web and the USER_PREFERENCES data was deleted. The log shows: [Fri Jan 29 07:00:...
- 19 Jan 2021, 14:52
- Forum: General
- Topic: Update attribute "From" using GenericInterface
- Replies: 3
- Views: 1353
Re: Update attribute "From" using GenericInterface
Hello,
Alright, thank you. Usually, the way we update an article is just updating the "file-2" file, so we just update the visual html data. In this case was more an attribute itself and yes, via SQL BOX i saw that A_FROM is null in this case.
Thank you again.
Regards
Alright, thank you. Usually, the way we update an article is just updating the "file-2" file, so we just update the visual html data. In this case was more an attribute itself and yes, via SQL BOX i saw that A_FROM is null in this case.
Thank you again.
Regards
- 19 Jan 2021, 14:29
- Forum: General
- Topic: Update attribute "From" using GenericInterface
- Replies: 3
- Views: 1353
Update attribute "From" using GenericInterface
Hello, I was reviewing the documentation and doing some tests but i´m not able to update the "From" attribute from an article already left. We were creating child tickets without "From" and our API tool is using that "From" attribute. Would be possible to update that at...
- 19 Jan 2021, 14:27
- Forum: General
- Topic: [SOLUTION PROVIDED] Priority updated to 4 high in Process Ticket
- Replies: 4
- Views: 1663
Re: Priority updated to 4 high in Process Ticket
Hello!
Oh yes! you are right haha i didn´t think on that possibility, of course we do have some genetic agents working with dynamic field update events...
It's working now!
Thank you
Oh yes! you are right haha i didn´t think on that possibility, of course we do have some genetic agents working with dynamic field update events...
It's working now!
Thank you
- 18 Jan 2021, 11:03
- Forum: General
- Topic: [SOLUTION PROVIDED] Priority updated to 4 high in Process Ticket
- Replies: 4
- Views: 1663
Re: Priority updated to 4 high in Process Ticket
Hello, These below are my priorities: ID NAME VALID_ID CREATE_TIME CREATE_BY CHANGE_TIME CHANGE_BY 1 1 very low 2 2013-03-15 13:35:26 1 2015-12-08 18:36:16 1 2 2 low 1 2013-03-15 13:35:26 1 2013-03-15 13:35:26 1 3 3 medium 1 2013-03-15 13:35:26 1 2015-12-08 18:36:45 1 4 4 high 1 2013-03-15 13:35:26 ...
- 14 Jan 2021, 12:57
- Forum: General
- Topic: [SOLUTION PROVIDED] Priority updated to 4 high in Process Ticket
- Replies: 4
- Views: 1663
[SOLUTION PROVIDED] Priority updated to 4 high in Process Ticket
Hello, I have tried to update the priority using a transition action TicketCustomerSet "Priotity - 4 high" or "PriorityID - 4" but it does not work. Other option is to add generic agent well filtered to do that, but its a little bit annoying as i have 6 forms (let's say different...
- 04 Jan 2021, 10:25
- Forum: Help
- Topic: Performance issues - Proxy error
- Replies: 3
- Views: 932
Performance issues - Proxy error
Hello, We upgraded to OTRS 6 and we have very slow system. Using oTRS 5.0.28 is quite quick but, when preparing a new VM with newer SO and Perl version (we had to prepare a new machine), this OTRS is very slow, giving proxy errors quite often. OTRS just let check debug level errors, where you can se...
- 30 Dec 2020, 08:48
- Forum: General
- Topic: Deployment State auto set to Expired
- Replies: 7
- Views: 2247
Re: Deployment State auto set to Expired
Hello,
Looks great, thank you, I will keep it for future developments as well.
Regards
Looks great, thank you, I will keep it for future developments as well.
Regards
- 28 Dec 2020, 19:34
- Forum: General
- Topic: Deployment State auto set to Expired
- Replies: 7
- Views: 2247
Re: Deployment State auto set to Expired
Hello,
Thank you guys. So let's say that we should use a workaround to create a reminder. The option from Roy seems to be great, I don't know how to do that honestly. I should investigate.
Thank you again.
Regards
Thank you guys. So let's say that we should use a workaround to create a reminder. The option from Roy seems to be great, I don't know how to do that honestly. I should investigate.
Thank you again.
Regards
- 23 Dec 2020, 10:59
- Forum: General
- Topic: Deployment State auto set to Expired
- Replies: 7
- Views: 2247
Deployment State auto set to Expired
Hello,
Would be possible to create an automation that will be setting Config Items to "Expired" once the Expired date is achieved?
Maybe other alternative idea?
Thank you
Would be possible to create an automation that will be setting Config Items to "Expired" once the Expired date is achieved?
Maybe other alternative idea?
Thank you
- 25 Nov 2020, 10:51
- Forum: Help
- Topic: Postmaster filter email from not working fine
- Replies: 6
- Views: 1508
Re: Postmaster filter email from not working fine
Hello!
I found out how to set it: <normal\.regular@email\.com> and that's it
Thank you to everyone
I found out how to set it: <normal\.regular@email\.com> and that's it
Thank you to everyone
- 24 Nov 2020, 15:24
- Forum: Help
- Topic: Postmaster filter email from not working fine
- Replies: 6
- Views: 1508
Re: Postmaster filter email from not working fine
Hello,
It does not work. The email address itself is matching but when adding ^ in the beginning or other \ , it doesn't.
I will still trying.
Thank you
It does not work. The email address itself is matching but when adding ^ in the beginning or other \ , it doesn't.
I will still trying.
Thank you
- 24 Nov 2020, 13:55
- Forum: Help
- Topic: Postmaster filter email from not working fine
- Replies: 6
- Views: 1508
Re: Postmaster filter email from not working fine
Hello,
Thank you for your reply, that example you provided works avoiding the other email but is not working for that one.
I will have to play around
Regards
Thank you for your reply, that example you provided works avoiding the other email but is not working for that one.
I will have to play around
Regards
- 24 Nov 2020, 12:53
- Forum: Help
- Topic: Postmaster filter email from not working fine
- Replies: 6
- Views: 1508
Postmaster filter email from not working fine
Hello, We do have set a postmaster filter from emails From "normal.regular@email.com" that moves the ticket to an specific queue. For some reason, also the emails From "casual-normal.regular@email.com" are triggering that filter. Is any symbol that i have to use to define the exa...
- 07 Sep 2020, 09:05
- Forum: General
- Topic: Open Ticket Notification filter by dynamicfield
- Replies: 1
- Views: 980
Open Ticket Notification filter by dynamicfield
Hello, We want to be able to choose whether the user of a ticket will receive email notifications or not, choosing that while creating a phone ticket. We added a DynamicField within the phone new screen and added that value "Yes" to the filter of the notifications. It´s working fine. The p...
- 04 Jul 2020, 23:25
- Forum: General
- Topic: Export ticketsearch with CI Application field
- Replies: 1
- Views: 1046
Export ticketsearch with CI Application field
Hello,
Is it possible to export a Config Item ID using ticket search export (CSV,Excel) ? For example CI Application , so when we do a ticket search, to include in the CSV or Excel file the ID for the Application links
Thank you
Is it possible to export a Config Item ID using ticket search export (CSV,Excel) ? For example CI Application , so when we do a ticket search, to include in the CSV or Excel file the ID for the Application links
Thank you
- 30 Jun 2020, 17:41
- Forum: General
- Topic: OTRSAdminTypeServices
- Replies: 2
- Views: 1177
OTRSAdminTypeServices
Hi! We just updated Test system from 5.0.28 to 6.0.28 I´m wondering if the package OTRSAdminTypeServices will needed (so .xml file). We are receiving log errors because that package can´t locate the .pm file I think i tried to reinstall de package and then dissapeared and now is OTRSServiceCategorie...
- 18 Jun 2020, 17:19
- Forum: General
- Topic: Slave ticket receives quote email notification from master ticket
- Replies: 1
- Views: 825
Re: Slave ticket receives quote email notification from master ticket
Something to add, using email outbound does not happen. I see that the difference is that event notifications are "system" and the email outbound are "agent"
- 18 Jun 2020, 17:08
- Forum: General
- Topic: Unwatch tickets in bulk
- Replies: 2
- Views: 1343
Re: Unwatch tickets in bulk
Thank you
- 18 Jun 2020, 16:12
- Forum: General
- Topic: Slave ticket receives quote email notification from master ticket
- Replies: 1
- Views: 825
Slave ticket receives quote email notification from master ticket
Hello! Whenever a ticket is already linked as slave to a master, since then, when a notification sent in the master ticket, that notification is sent to the customer user of the slave ticket, even if the notification is set as internal email, both int or ext are also sent to the user of the slave ti...
- 18 Jun 2020, 11:47
- Forum: Help
- Topic: Updating OTRS 5.0.28 to 6.0.27 fails
- Replies: 3
- Views: 1603
Re: Updating OTRS 5.0.28 to 6.0.27 fails
One additional point. We do use FS articlestorage and is under /srv/otrssd/articles .DBA told me that seems script didnt get that configuration from ZZZAuto.pm where is: $Self->{'ArticleDir'} = '/srv/otrssd/articles'; $Self->{'Ticket::StorageModule'} = 'Kernel::System::Ticket::ArticleStorageFS'; $Se...
- 18 Jun 2020, 11:40
- Forum: Help
- Topic: Updating OTRS 5.0.28 to 6.0.27 fails
- Replies: 3
- Views: 1603
Re: Updating OTRS 5.0.28 to 6.0.27 fails
Hi! Thank you for answering. We use this manual: https://doc.otrs.com/doc/manual/admin/6.0/en/html/updating.html And the part of https://doc.otrs.com/doc/manual/developer/6.0/en/html/package-porting.html#packge-porting-5-to-6-configuration-files for XML conversion and Load method to be included in p...
- 18 Jun 2020, 11:07
- Forum: Help
- Topic: Upgrade OTRS from 5.0.23 to 6.0.1 Error:Unable to migrate Ticket::StorageModule
- Replies: 3
- Views: 3563
Re: Upgrade OTRS from 5.0.23 to 6.0.1 Error:Unable to migrate Ticket::StorageModule
Same issue here when upgrading from 5.0.24 to 6.0.6 When looking into the depth I found that the default Kernel\Config\Files\XML\Ticket.xml in OTRS6 does have a <Setting Name="Ticket::Article::Backend::MIMEBase::ArticleStorage" Required="1" Valid="1" ConfigLevel="...
- 16 Jun 2020, 15:17
- Forum: Help
- Topic: Updating OTRS 5.0.28 to 6.0.27 fails
- Replies: 3
- Views: 1603
Updating OTRS 5.0.28 to 6.0.27 fails
Hello, We duplicated our system for a parallel installation and was working fine. During the migration XML script, we detected that some perl modules were missing so were installed and re executed the script successfully. We have Oracle 12.1.0.1 and FS article storage For the DBUpdate to-6-.pl scrip...
- 16 Jun 2020, 14:28
- Forum: General
- Topic: Unwatch tickets in bulk
- Replies: 2
- Views: 1343
Unwatch tickets in bulk
Hello,
I have received a request to unwatch all tickets for an user. I could find the rows in TICKET_WATCHER. Would be working if i delete de lines that the watch function will be removed for that user and ticket? Any option?
Thank you
I have received a request to unwatch all tickets for an user. I could find the rows in TICKET_WATCHER. Would be working if i delete de lines that the watch function will be removed for that user and ticket? Any option?
Thank you
- 05 Jun 2020, 12:49
- Forum: General
- Topic: Pending status automatic setting of next reminder
- Replies: 5
- Views: 2106
Re: Pending status automatic setting of next reminder
Hi, We have set a state change during the workflow of some processes due the need of someone approving the tickets. So the ticket changes state "Open" to "Pending to be authorized" and to "Approved" once is approved by the approver. For that state changing to "Pend...
- 01 Jun 2020, 17:41
- Forum: General
- Topic: No tracking of CCO contacts
- Replies: 2
- Views: 1111
Re: No tracking of CCO contacts
Oh yes! hahahah CCO in Spanish, sorry!
Alright, so let´s see how nice will be looking after our upgrade.
Thank you
Alright, so let´s see how nice will be looking after our upgrade.
Thank you
- 01 Jun 2020, 15:18
- Forum: General
- Topic: No tracking of CCO contacts
- Replies: 2
- Views: 1111
No tracking of CCO contacts
Hello,
Whenever we send an Email Outbound with destinataries in CCO field, we can´t see that the communication was sent to them, on the agent view. Is that normal?
Thank you
Whenever we send an Email Outbound with destinataries in CCO field, we can´t see that the communication was sent to them, on the agent view. Is that normal?
Thank you
- 28 May 2020, 17:24
- Forum: General
- Topic: Master slave behaviour
- Replies: 0
- Views: 1476
Master slave behaviour
Hi, We realized that whenever a master ticket in new status changes its subject, the child tickets when new status change to open status as well, is that a normal behaviour? I can see in history of the master the following: StateUpdate Antiguo: "new". Nuevo: "open" - - - 28/05/20...
- 20 May 2020, 13:56
- Forum: Help
- Topic: Attaching file Web Service delays even 5 hours
- Replies: 8
- Views: 2159
Re: Attaching file Web Service delays even 5 hours
After approx 2 min attaching a file 1.2 mb... proxy error using postman
- 20 May 2020, 11:49
- Forum: Help
- Topic: Attaching file Web Service delays even 5 hours
- Replies: 8
- Views: 2159
Re: Attaching file Web Service delays even 5 hours
Hi,
the multiple requests via WS yes, possible that is due to time out from our app, but what about taking so long time to process that request related to the attachments? is any specific limit for that? the files are converted to base64 and included in the request.
Thank you
the multiple requests via WS yes, possible that is due to time out from our app, but what about taking so long time to process that request related to the attachments? is any specific limit for that? the files are converted to base64 and included in the request.
Thank you
- 20 May 2020, 08:34
- Forum: General
- Topic: To set to customer of the ticket for EmailOutbound screen
- Replies: 5
- Views: 1702
Re: To set to customer of the ticket for EmailOutbound screen
Hello!
Great, i will share your concerns with our colleagues.
Thank you
Great, i will share your concerns with our colleagues.
Thank you
- 19 May 2020, 16:58
- Forum: Help
- Topic: Attaching file Web Service delays even 5 hours
- Replies: 8
- Views: 2159
- 19 May 2020, 16:56
- Forum: General
- Topic: To set to customer of the ticket for EmailOutbound screen
- Replies: 5
- Views: 1702
Re: To set to customer of the ticket for EmailOutbound screen
Hi,
Usually our customer users do not have access to the OTRS interface and our agents want to send them that Email communication.
Usually our customer users do not have access to the OTRS interface and our agents want to send them that Email communication.
- 19 May 2020, 16:47
- Forum: Help
- Topic: Attaching file Web Service delays even 5 hours
- Replies: 8
- Views: 2159
Attaching file Web Service delays even 5 hours
Hi, Lately we have a lot of duplicated ticket issues while creating a ticket request via WS using a frontend http. The reason of the duplicating tickets i have no clue what could be as we don´t try with F5 or refreshing the page once we receive internal server error. Meanwhile...OTRS is creating the...
- 19 May 2020, 16:31
- Forum: General
- Topic: To set to customer of the ticket for EmailOutbound screen
- Replies: 5
- Views: 1702
To set to customer of the ticket for EmailOutbound screen
Hi,
Will be possible to set that by default the contact of the "To" field within the EmailOutbound screen would be the customer user of the ticket?
As for now, we have to use that field looking for the customer within DA user list.
Thank you
Will be possible to set that by default the contact of the "To" field within the EmailOutbound screen would be the customer user of the ticket?
As for now, we have to use that field looking for the customer within DA user list.
Thank you
- 19 May 2020, 16:28
- Forum: General
- Topic: Pending status automatic setting of next reminder
- Replies: 5
- Views: 2106
Re: Pending status automatic setting of next reminder
Oh yes, i see that option now, 1 day by default.
Thank you guys
Thank you guys
- 19 May 2020, 14:58
- Forum: General
- Topic: Pending status automatic setting of next reminder
- Replies: 5
- Views: 2106
Pending status automatic setting of next reminder
Hi,
We currently use 3 different states of pending status. Will be possible to automatically define the next reminder for each state? For Pending1 15 days, pending2 10 days and pending3 5 days ?
I could not find that within the sysconfig options. Is it in any newer version?
THank you
We currently use 3 different states of pending status. Will be possible to automatically define the next reminder for each state? For Pending1 15 days, pending2 10 days and pending3 5 days ?
I could not find that within the sysconfig options. Is it in any newer version?
THank you
- 19 May 2020, 14:53
- Forum: General
- Topic: List of ticket attributes
- Replies: 2
- Views: 1136
Re: List of ticket attributes
Hi!
Thank you, that may help. Pity that there is not more specific documentation about all that values
Thank you, that may help. Pity that there is not more specific documentation about all that values
- 19 May 2020, 12:01
- Forum: General
- Topic: List of ticket attributes
- Replies: 2
- Views: 1136
List of ticket attributes
Hello,
Will be possible to get a list of OTRS attributes? For example we can set the "Key" of the deault columns for the QueueView, but i don´t know if there is a list of all OTRS attributes somewhere, we could not find it in the documentacion.
Any advice?
Thank you
Will be possible to get a list of OTRS attributes? For example we can set the "Key" of the deault columns for the QueueView, but i don´t know if there is a list of all OTRS attributes somewhere, we could not find it in the documentacion.
Any advice?
Thank you
- 19 May 2020, 11:59
- Forum: General
- Topic: Count child/slave tickets
- Replies: 2
- Views: 1187
Re: Count child/slave tickets
Thank you, that would be a good option to set in newer versions
- 19 May 2020, 09:09
- Forum: General
- Topic: Count child/slave tickets
- Replies: 2
- Views: 1187
Count child/slave tickets
Hello,
I would like to know whether will be possible to have a count of the slave/child tickets that are linked to each master/parent. Maybe is an option in OTRS to show that number? I use 5.0.28, i dont know that will be in newer versions.
Thank you
I would like to know whether will be possible to have a count of the slave/child tickets that are linked to each master/parent. Maybe is an option in OTRS to show that number? I use 5.0.28, i dont know that will be in newer versions.
Thank you
- 11 May 2020, 12:05
- Forum: Help
- Topic: Phone new screen, hide Dynamic fields except for one group
- Replies: 2
- Views: 1269
Phone new screen, hide Dynamic fields except for one group
Hi,
Will be possible to define a dynamic field of
Ticket::Frontend::AgentTicketPhone###DynamicField to be shown only for a specific group? ACLs would be helping with that?
Thank you
Will be possible to define a dynamic field of
Ticket::Frontend::AgentTicketPhone###DynamicField to be shown only for a specific group? ACLs would be helping with that?
Thank you
- 06 May 2020, 16:11
- Forum: General
- Topic: Warning while closing Parent-Child tickets
- Replies: 2
- Views: 1267
Re: Warning while closing Parent-Child tickets
Hi I ve seen that in Ticket → Core::TicketACL That ACL is hiding the Close button in the Parent tickets whenever a Child ticket is still open. We are wondering to have like a popup message asking in the Close ticket window for example and asking to confirmation before closing that parent ticket, som...
- 06 May 2020, 13:17
- Forum: General
- Topic: Warning while closing Parent-Child tickets
- Replies: 2
- Views: 1267
Warning while closing Parent-Child tickets
Hello, Is possible to have any warning to prevent closing a parent ticket when a child is still open? And also, when closing the last/unique child ticket to advice to close parent ticket as well? May be an User Friendly functionality in newer versions than 5.0.28, but i´m not able to upgrade version...
- 06 May 2020, 12:17
- Forum: Help
- Topic: Article internal email in slave tickets
- Replies: 1
- Views: 696
Re: Article internal email in slave tickets
SlaveInternalExternalnotes.PNG I had to divided in 2 posts. So from our point of view, we dont want that article for internal emails from master ticket in the slave tickets, also is creating confusion if the email is really sent to the customer of the slave ticket because that is only an internal e...
- 06 May 2020, 12:15
- Forum: Help
- Topic: Article internal email in slave tickets
- Replies: 1
- Views: 696
Article internal email in slave tickets
Hello, We realized that when a notificacion for escalating the master ticket to another queue is sent in the master ticket (and the email is received by queue´s owner group email), the quoted printable notification is posted as similar article in the slave tickets, however, the email is not sent to ...
- 06 May 2020, 12:00
- Forum: General
- Topic: Service in PhoneNew "blocked" if Customer Information empty
- Replies: 2
- Views: 1226
Re: Service in PhoneNew "blocked" if Customer Information empty
Great, good answer
Thank you
Thank you
- 05 May 2020, 14:43
- Forum: General
- Topic: Email outbound for every group
- Replies: 2
- Views: 1079
Re: Email outbound for every group
Thank you