Znuny Open Source Ticketsystem

pekkaar

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 ...

pekkaar

My bad (as usual) -- I copied that flippin Ticket.pm into the wrong subfolder within Custom\Kernel\System... darn! As soon as I moved it to the proper place it started to work. Apologies for the noise and thanks for the effort crythias, as usual!

Regards,
Peter

pekkaar

Hi Crythias,

apologies for not mentioning it, there are no error messages whatsoever in the logs, or on the web. OTRS simply does not perform any notification when the problem occurs.

I am assuming it crashes because whenever I uncomment the line I highlighted previously in NotificationEvent.pm ...

pekkaar

OK, so I added the following sub to Custom\Kernel\System\Ticket\Ticket.pm

sub TicketLastUserAccountedTimeGet {
my ( $Self, %Param ) = @_;

# check needed stuff
for my $Needed (qw(TicketID UserID)) {
if ( !$Param{$Needed} ) {
$Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed ...

pekkaar

Hi,

anybody knows why do I get sporadic, and frequent entries in the otrs.log such as:

[Error][Kernel::System::Ticket::TicketAclProcessData][8046] Need Processes!

I don't particularly use the ACLs, I have two, both for the Customer website, and both were created years ago (OTRS 2.2.x) and then ...

pekkaar

I have differing opinions on whether the customer should know the hours spent before I bill him, because I might be adjusting the time internally up or down relative to other factors (including data entry problems) than actual time spent. It's hard to take that back once the customer has been ...

pekkaar

Ahh, but TicketAccountedTimeGet returns the total time accumulated on the ticket so far. I am more interested in the time value the TicketAccountTime event was generated for in the first place (so, quite possibly the last entry for the given ticket_id and user_id in time_accounting table).

I guess ...

pekkaar

Thanks crythias, I will try this then. Would you think it would make sense to suggest adding this fix to the code on IdeaScale? Or is this not that frequent of a request that it would make it through?

Cheers,
Peter

pekkaar

Hi,

OTRS 3.3.6 (and earlier) allows notifications to be sent for the TicketAccountTime event. I assumed -- and tests still seem to suggest -- that this event is fired if an agent enters a value into the Time Accounting field of a ticket.

My first question is whether this is indeed the case? Is ...

pekkaar

crythias -- thanks for the insight!

pekkaar

Hi All,

having a number of browser tabs open at any given time it would be useful if I'd see the number of New/Open/etc. tickets in the OTRS's tab title -- that is the stuff between the <title> tags. I don't need this for all the different OTRS pages, but the Dashboard could pretty well put this ...

pekkaar

Hi jojo,

indeed, there was a single record with this old value. By changing that I had the GUI work as I wished!

Thank you!

Regards,
Peter

pekkaar

Hi,

if I make use of a TicketFreeKey, fill out the proper fields in Ticket -> Core::TicketFreeText (and save the change), then I will have this TicketFreeKey (and its respective TicketFreeText) available in all GUI filters, for example in any NotificationEvent filters.

If at a later time I go back ...

pekkaar

Hi,

I am on OTRS 3.0.11 currently, but observed this very problem in 2.4.x as well:

ServiceList seems to be returning a HASH of services (with DB IDs and names) that are valid (as in the valid flag is 1 in the service table). This is performed by loading every single record from the services table ...

pekkaar

Hi All,

I know this is a fairly common SQL query problem: I want to retrieve time differences between records (i.e. between otrs.article.create_time fields for the same ticket). I want to do this to be able to measure how fast our agents react to customer followups.

Unfortunately I am more into MS ...

pekkaar

Hi All,

am using the Pending Reminder and Auto Close features a lot and it is working fine with 24/7 customers. But I now wanted to use it for a ticket in a queue that does have a non-24/7 Calendar assigned and it seems to ignore the Calendar when calculating the expiration time of the Pending ...

pekkaar

It is a nuisance with v2.4.7 that you can not explicitly configure the Article Sender Type values for your Notification (Event) configs. Sender Types are 'agent', 'customer' or 'system' -- these tell you which party generated the article and it is pretty useful for ArticleCreate notification events ...

pekkaar

UPDATE: it seems the root cause of this is the fact that it is not possible to set up an additional fitlering criteria in the Notification (Event) management form for ArticleSenderType (this defines whether the article was sent in by the agent, the customer or the system).

Since the Kernel::System ...

pekkaar

I have a minor issue that happens when a customer sends in a new email and a ticket is created. An excerpt from the otrs.log shows it:

[Tue Aug 10 13:14:00 2010][Notice][Kernel::System::PostMaster::NewTicket::Run] Take UserLogin (customer@company.com) from customer source backend based on ...

pekkaar

Hi David,

in OTRS, Priority is just a very simple, static number -- the only thing it affects is the visual elements (GUI) on the web: for higher priority items the web components will be orange, or red -- which is a nice feature and the only thing that makes me using it. Plus you can report on it ...

pekkaar

Hi There,

anybody faced issues in OTRS with ticket emails going out to customers who themselves are using their own OTRS? We see all sorts of serious issues like customer responses ending up in totally different tickets as articles, etc.

Many thanks,
Peter

pekkaar

Hi There,

does anybody know how is it possible to send an event notification to a specific OTRS group?

In v2.4.7 there is a "Group based recipients" box, but the 4 items in there are not changeable, and neither of them provide what I seek:

Agent [all with write permission] -- this will send a ...

pekkaar

I assume you are using OTRS::ITSM? As that makes use of a lot more fields (i.e. for SLA) than the plain OTRS framework.

Though I am using the plain vanilla OTRS, the generic idea behind the SLA object is the same in both: it is the ability to treat different tickets differently even for the same ...

pekkaar

... also, it is not possible to change the SLA of the ticket any time, which again is something we frequently have to do, i.e. if we receive a Critical severity issue, but work our way to resolve the main issues within the Critical SLAs, and with which the problem becomes Medium severity, then I'd ...

pekkaar

Thanks Mike_B, would you have any idea as to when (if ever) this Priority - SLA - Customer Company relationship will ever be implemented in the core OTRS Framework, or whether ITSM would ever provide such a functionality?

What I seek is a way to assign multiple SLAs (escalation times) to a queue ...

pekkaar

Hi,

I was wondering if it is possible to define different set of Escalation times for different ticket priorities in the queue?

I know I can set up a separate queue for the various priorities, and thus set up different Escalation times for each, but that would mean several times more ...

pekkaar

Mike_B wrote:This is because of the ResponseFormat, you can configure in the SysConfig how it should look like. Please go to Admin > SysConfig and search for ResponseFormat.

--
Mike

Thanks, that does it!

pekkaar

Hi,

I created a Response to be used by agents to reply to customers from OTRS. It is blank (empty, contains only a simple BrakLine HTML tag). However when I click on this blank reply template link under Compose Answer (Email), I do get a lot of stuff in the body area, like

Dear XYZ,

Thank you ...

pekkaar

Update: in Preferences I can indeed select what My Queues are, and I can click on 'My Queues' filter in the section headers of the Dashboard form -- this indeed produces what I have in mind!

However, just to go the full length regarding the Ticket -> Frontend::Agent::Dashboard config settings, what ...

pekkaar

Besides removing those Queues from "My Queues" in Preferences?

Can you really 'remove' queues in prefs? I can only de-select them, and by doing that for i.e. the Junk queue, it does not filter out tickets in my Junk queue in Dashboard.

Might it have anything to do with Junk being a "system ...

pekkaar

Hi There,

does anybody know the proper syntax -- or a place to easily learn this -- to be able to filter out tickets of certain queues from the Dashboard?

I did find the Ticket -> Frontend::Agent::Dashboard SysConfig section, and it does seem to cover the Dashboard areas where I need to filter the ...

pekkaar

Hi,

does anybody know what the 'Found no Queue for XXX' error means in the SystemLog?

I have a queue that was working OK for quite a lot of weeks, and decided to rename it -- no other change was made, I did not modify the system email adderss, nor the queue's placement (i.e. move it under ...

pekkaar

Hi,

it actually helped me a lot. Since I am not using ITSM, I simply changed your 'Type' to 'Queue' and thus filtered out the Junk, Raw, Misc, etc. items from the list of queues so the particular customer user really sees the relevant ones only.

I probably would've had to spend days to figure this ...

pekkaar

Update: after extensive issue-hunting, I simply went on creating new responses, and these in fact work, I do have Compose Answer (Email) activated. Isn't there a filter in OTRS to only allow Responses to show up under Compose Answer that do contain 'plcaeholders' like <XXX> ?

Regards,
Peter

pekkaar

I do have 2 Responses assigned to my queue, yes.

pekkaar

jojo wrote:Did you assign Answer Templates to the Queues?

Are you referring to the Notification (Events) admin option? I only added an auto-reply notification (TicketCreate event) to my queue in here.

Or do you mean Responses? I have an empty response and a test response assigned to my queue.

pekkaar

Hi jojo, indeed -- however that does not work for me (see my comment under the "Not able to "Compose Answer (email)" topic)
Peter

pekkaar

Hi,

You CAN do this, it's pretty easy to set up. Just check Admin > Notifications (Event) and create the notification you want.

However, what i'd recommend, is to let the helpdesk always contact the end user by phone or email when closing a ticket. That way you don't 'need' the notification ...

pekkaar

Hi There,

I seem to have the same issue -- no clickable email address under Compose Answer -- however I added valid email addresses under Admin -> Email Addresses, and then assigned one of these to the queue.

The selected email address is OK, I have emails pouring in to this queue just fine. Also ...

pekkaar

Hi tisar, thanks, I must have missed it -- though pretty straightforward.

pekkaar

Hey All,

suppose there is a new ticket generated from an email, and an auto-response is sent out (or maybe an agent replied to the customer) -- so the customer has a replied email with the correct OTRS ticket ID in the subject. Now when the customer replies to this email, OTRS generates yet another ...

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