Thanks to gsalin and skullz suggestions, I found this document:
https://www.infiniroot.com/blog/1272/ho ... -znuny-lts
Search found 89 matches
- 23 Feb 2024, 16:42
- Forum: General
- Topic: SOLVED: migrate database from otrs 6.0.29 to znuny 6.5.6
- Replies: 4
- Views: 435
- 23 Feb 2024, 16:07
- Forum: General
- Topic: SOLVED: migrate database from otrs 6.0.29 to znuny 6.5.6
- Replies: 4
- Views: 435
SOLVED: migrate database from otrs 6.0.29 to znuny 6.5.6
Hi all. I want to test the migration from otrs 6.0.29 to znuny 6.5.6. I noticed some difference in database, mainly (I think) the introducion of table permission_groups. In general, when I install a new version, the initial installer (if I select an existing db) updates also the database ? Or, there...
- 21 Feb 2024, 14:04
- Forum: General
- Topic: AgentTicketEmailOutbound reset subject if To empty
- Replies: 8
- Views: 353
Re: AgentTicketEmailOutbound reset subject if To empty
Thanks Roy. In my case, the ticket was created for me by another agent. The procedure is that at this point I send a communication to an external customer. Then I add a "Communication > E-mail outbound" to the ticket. In this case, if I forget to insert the recipient email, I could have th...
- 21 Feb 2024, 08:53
- Forum: General
- Topic: AgentTicketEmailOutbound reset subject if To empty
- Replies: 8
- Views: 353
Re: AgentTicketEmailOutbound reset subject if To empty
Hello Emin, I use 6.0.29
To be more correct, I do not have this issue when I select Tickets > New Email ticket but when I open a Ticket and I go to Communication > E-mail outbound
Thanks
To be more correct, I do not have this issue when I select Tickets > New Email ticket but when I open a Ticket and I go to Communication > E-mail outbound
Thanks
- 20 Feb 2024, 19:00
- Forum: General
- Topic: AgentTicketEmailOutbound reset subject if To empty
- Replies: 8
- Views: 353
AgentTicketEmailOutbound reset subject if To empty
Hi all. I've seen that if I create an AgentTicketEmailOutbound, if I forget to enter the recipient email, when I press the Send button it reports the error and places me on the To field, but the email subject is reset to the default. Is it possible in these cases to make the subject line not reset t...
- 20 Dec 2023, 10:42
- Forum: General
- Topic: Dashlet showing all open ticket I created
- Replies: 1
- Views: 1008
Dashlet showing all open ticket I created
Hi all. Could you help me to create a dashlet showing only open tickets I (the logged user) created? Is there a particular value to put in the item key "Attributes" to filter only current user in the [create_by] field or it is necessary something else? My goal is to give agents a dashlet w...
- 05 Dec 2023, 10:53
- Forum: General
- Topic: Compress mime tables in database
- Replies: 2
- Views: 1089
Re: Compress mime tables in database
Because the size problem is the same?
Mime data, if compressed require approx 20% of space.
If I save them in the filesystem does it save space for the different encoding?
If yes, ho can I convert actuale mime data in filesystem?
Thanks
Mime data, if compressed require approx 20% of space.
If I save them in the filesystem does it save space for the different encoding?
If yes, ho can I convert actuale mime data in filesystem?
Thanks
- 04 Dec 2023, 13:21
- Forum: General
- Topic: Compress mime tables in database
- Replies: 2
- Views: 1089
Compress mime tables in database
Hi,
I know it is a database systemist question, but I am going to try to compress tables in article_data_mime_attachment and article_data_mime_plain.
I will try to enable page_compression method.
Is there any advice in going this route?
thanks!
RR
I know it is a database systemist question, but I am going to try to compress tables in article_data_mime_attachment and article_data_mime_plain.
I will try to enable page_compression method.
Is there any advice in going this route?
thanks!
RR
- 04 Dec 2023, 13:19
- Forum: General
- Topic: split ticket do not attach files if size > 4MB
- Replies: 5
- Views: 1116
Re: split ticket do not attach files if size > 4MB
I have no errors anywhere.
The only particularity is that the ticket have 15 articles, and article I try to split have no text in the body.
But trying to replicate in a test ticket works well.
Thanks
The only particularity is that the ticket have 15 articles, and article I try to split have no text in the body.
But trying to replicate in a test ticket works well.
Thanks
- 01 Dec 2023, 09:36
- Forum: General
- Topic: split ticket do not attach files if size > 4MB
- Replies: 5
- Views: 1116
Re: split ticket do not attach files if size > 4MB
I use 6.0.29
thanks
thanks
- 30 Nov 2023, 17:31
- Forum: General
- Topic: split ticket do not attach files if size > 4MB
- Replies: 5
- Views: 1116
split ticket do not attach files if size > 4MB
Hi all.
When I split a ticket in a new phone ticket, if the attachments of original ticket are > 4MB, the attachments are not copied to the splitted ticket.
There is some parameter to control this?
Thanks
rod
When I split a ticket in a new phone ticket, if the attachments of original ticket are > 4MB, the attachments are not copied to the splitted ticket.
There is some parameter to control this?
Thanks
rod
- 19 Jul 2023, 10:43
- Forum: Help
- Topic: [SOLVED] need to open the master ticket in a merge
- Replies: 1
- Views: 555
Re: need to open the master ticket in a merge
In Ticket.pm I modified the following code adding "ticket_state_id = 4," # Update change time and user ID for main ticket. # See bug#13092 for more information. return if !$DBObject->Do( SQL => 'UPDATE ticket SET change_time = current_timestamp, ticket_state_id = 4, change_by = ? WHERE id ...
- 18 Jul 2023, 16:41
- Forum: Help
- Topic: [SOLVED] need to open the master ticket in a merge
- Replies: 1
- Views: 555
[SOLVED] need to open the master ticket in a merge
I have two tickets: Master and Slave.
How can I set the state of Master ticket to Open when I merge Slave into it?
I tried to use generic agent TicketMerge, but it modify only Slave ticket.
Must I modify TicketMerge procedure in ticket.pm?
Or there is a more standard method?
Thanks
How can I set the state of Master ticket to Open when I merge Slave into it?
I tried to use generic agent TicketMerge, but it modify only Slave ticket.
Must I modify TicketMerge procedure in ticket.pm?
Or there is a more standard method?
Thanks
- 18 Jul 2023, 16:36
- Forum: Help
- Topic: error on setting state to slave merged ticket
- Replies: 0
- Views: 1097
error on setting state to slave merged ticket
I have two tickets: Master and Slave. When I merge Slave into Master, in system log I have this notice: [Notice][Kernel::System::Ticket::TicketStateSet] Permission denied on TicketID: 53550 / StateID: 9! The ID 53550 is the Slave and 9 is the "meged" state id. Master and slave are in a que...
- 30 Jun 2023, 15:36
- Forum: General
- Topic: set default values to new splitted ticket
- Replies: 2
- Views: 1812
Re: set default values to new splitted ticket
Thanks!
In what part of the code typically can this be done?
In what part of the code typically can this be done?
- 21 Jun 2023, 11:57
- Forum: General
- Topic: set default values to new splitted ticket
- Replies: 2
- Views: 1812
set default values to new splitted ticket
Hi all.
I need to set default values into a new splitted ticket.
In particular I need to set a defalt value in ticket type, empty tag list, queue and responsible.
Any hint?
Thanks.
Rod
I need to set default values into a new splitted ticket.
In particular I need to set a defalt value in ticket type, empty tag list, queue and responsible.
Any hint?
Thanks.
Rod
- 21 Apr 2023, 08:39
- Forum: General
- Topic: Reopen pending ticket if article added [SOLVED]
- Replies: 2
- Views: 1336
Re: Reopen pending ticket if article added [SOLVED]
Thanks lis9 it works!
- 20 Apr 2023, 17:30
- Forum: General
- Topic: Reopen pending ticket if article added [SOLVED]
- Replies: 2
- Views: 1336
Reopen pending ticket if article added [SOLVED]
Hi all. I need to automatically change the state of a ticket to open, if it is pending, and someone add an article (a note, the customer doing a Re:, etc). I tried to add a job in Generic Agent, activated by the event "Article Create". But the same article I create to suspend the ticket, r...
- 13 Apr 2023, 08:45
- Forum: General
- Topic: I need to set the default of field InformSender in AgentTicketMerge
- Replies: 2
- Views: 1070
Re: I need to set the default of field InformSender in AgentTicketMerge
Thank you root, it works as you said.
However, I thought it was possible to use ACLs.
To do an exercise on otrs code, where I would have to take action to change that option?
Thank you!
However, I thought it was possible to use ACLs.
To do an exercise on otrs code, where I would have to take action to change that option?
Thank you!
- 12 Apr 2023, 18:25
- Forum: General
- Topic: I need to set the default of field InformSender in AgentTicketMerge
- Replies: 2
- Views: 1070
I need to set the default of field InformSender in AgentTicketMerge
I need to set the default of field InformSender =0 when I open AgentTicketMerge
How can I do this?
Thanks
Rodolfo
How can I do this?
Thanks
Rodolfo
- 06 Apr 2023, 09:03
- Forum: General
- Topic: How can I allow duplicate customer_company_name? [SOLVED]
- Replies: 2
- Views: 1099
Re: How can I allow duplicate customer_company_name? [SOLVED]
Thanks Roy, it worked
Rod
Rod
- 05 Apr 2023, 17:39
- Forum: General
- Topic: How can I allow duplicate customer_company_name? [SOLVED]
- Replies: 2
- Views: 1099
How can I allow duplicate customer_company_name? [SOLVED]
I need to import some customers company and relative users.
In my case a costumer is different from another only by customer ID (but with same name).
In Otrs 6 is there a parameter to allow the duplication of customer name?
Thanks
Rod
In my case a costumer is different from another only by customer ID (but with same name).
In Otrs 6 is there a parameter to allow the duplication of customer name?
Thanks
Rod
- 31 Mar 2023, 15:07
- Forum: General
- Topic: cannot disable assignment of customer user from incoming email
- Replies: 2
- Views: 1012
Re: cannot disable assignment of customer user from incoming email
I have fond a solution: force empty string for CustomerId and CustomerUser.
Is it optimal?
Thanks!
Is it optimal?
Thanks!
- 31 Mar 2023, 12:17
- Forum: General
- Topic: cannot disable assignment of customer user from incoming email
- Replies: 2
- Views: 1012
cannot disable assignment of customer user from incoming email
Hi. In 6.0.1 I need to disable the automatic assignment of customer user from incoming email when email is assigned to an user. I tried to disable AutoAssignCustomerIDForUnknownCustomers with no luck. In newticket.pm I see: # if there is no customer id found! if ( !$GetParam{'X-OTRS-CustomerNo'} &am...
- 30 Mar 2023, 10:57
- Forum: General
- Topic: Need to assign then same email address to multiple customer users SOLVED
- Replies: 1
- Views: 557
- 30 Mar 2023, 10:36
- Forum: General
- Topic: Need to assign then same email address to multiple customer users SOLVED
- Replies: 1
- Views: 557
Need to assign then same email address to multiple customer users SOLVED
Hi, I need to assign the same email address to the same customer user.
How can I made this?
Thanks
Rodolfo
How can I made this?
Thanks
Rodolfo
- 24 Mar 2023, 16:33
- Forum: General
- Topic: No article mandatory in actions [SOLVED]
- Replies: 2
- Views: 837
Re: No article mandatory in actions
Thanks root: works well!
- 24 Mar 2023, 09:32
- Forum: General
- Topic: No article mandatory in actions [SOLVED]
- Replies: 2
- Views: 837
No article mandatory in actions [SOLVED]
In actions like AgentTicketOwner, AgentTicketResponsible and AgentTicketPriority, is there a method to avoid entering a new article, but only change the ticket props?
Thanks
Thanks
- 14 Mar 2023, 10:12
- Forum: General
- Topic: Hide zuny "quick close" according to user group [SOLVED]
- Replies: 0
- Views: 1677
Hide zuny "quick close" according to user group [SOLVED]
I have installed znuny quick close. How is it possible to hide the "quick close" menu item if the user belongs to a certain group? I think it needs an ACL, but I can't find any examples on how to make a menu entry appear/disappear. EDIT: To hide the menù quickclose to users belonging to gr...
- 13 Mar 2023, 16:46
- Forum: General
- Topic: acl to filter state list SOLVED
- Replies: 4
- Views: 806
Re: acl to filter state list SOLVED
You have reason.
This solution works only because this groups are the same.
I choose this solution because otherwise, if I extract the groupID from property > ticket > queue , in the "Close ticket" action (I do not have the queue displayed) the filter was not applied.
This solution works only because this groups are the same.
I choose this solution because otherwise, if I extract the groupID from property > ticket > queue , in the "Close ticket" action (I do not have the queue displayed) the filter was not applied.
- 13 Mar 2023, 16:00
- Forum: General
- Topic: acl to filter state list SOLVED
- Replies: 4
- Views: 806
Re: acl to filter state list
Thanks Roy. I discovered thant case sensitive is crucial. This ACL works: StopAfterMatch: 0 ValidID: 1 ConfigMatch: Properties: User: Group_rw: - Customer service ConfigChange: Possible: Ticket: State: - '[regexp]^SC\s' - '[regexp]^010\s' - '[regexp]^020\s' - '[regexp]^110\s'
- 13 Mar 2023, 12:41
- Forum: General
- Topic: acl to filter state list SOLVED
- Replies: 4
- Views: 806
acl to filter state list SOLVED
Hi all. In communication forms, I need to filter only a subset of states available for agent, in function of the queue of the ticket. In this case, if the queue belongs to group 9 I want to show only states with name starting by "SC " But this ACL do not change nothing in state list. Where...
- 10 Mar 2023, 09:48
- Forum: General
- Topic: Update parent when child closes
- Replies: 4
- Views: 840
Re: Update parent when child closes
Thank you all for the valuable information.
I will try these techniques and post here the solution I find.
thank you!
I will try these techniques and post here the solution I find.
thank you!
- 09 Mar 2023, 18:44
- Forum: General
- Topic: Update parent when child closes
- Replies: 4
- Views: 840
Update parent when child closes
Hi.
I need to write a note in the parent, when one of its chils closes.
Does it exists a component to do that?
Or in wich module (and possibily method) I need to modify the code?
Thanks.
rodolfo
I need to write a note in the parent, when one of its chils closes.
Does it exists a component to do that?
Or in wich module (and possibily method) I need to modify the code?
Thanks.
rodolfo
- 01 Dec 2022, 11:06
- Forum: General
- Topic: Create a new type of ticket creation type
- Replies: 1
- Views: 777
Create a new type of ticket creation type
Hi all.
In otrs I can see "New phone ticket" and "New email ticket".
Is it possibile to add a new type of creation, like "New shop ticket" to use when the user ask for support when is phisically in the shop?
Thanks
Rodolfo
In otrs I can see "New phone ticket" and "New email ticket".
Is it possibile to add a new type of creation, like "New shop ticket" to use when the user ask for support when is phisically in the shop?
Thanks
Rodolfo
- 24 Nov 2022, 16:37
- Forum: General
- Topic: Dashlet for ticket responsable
- Replies: 0
- Views: 2319
Dashlet for ticket responsable
Hi all.
How is it possibile to write a dashlet showing tickets where the agent is Responsible?
Now I have a widget for each Agent (using TicketGeneric module), but I'm serching for a simpler solution.
Thanks
Rodolfo
How is it possibile to write a dashlet showing tickets where the agent is Responsible?
Now I have a widget for each Agent (using TicketGeneric module), but I'm serching for a simpler solution.
Thanks
Rodolfo
- 23 Nov 2022, 16:38
- Forum: General
- Topic: Owner and Responsible reset every time
- Replies: 3
- Views: 589
Re: Owner and Responsible reset every time
Thanks, it works.
- 21 Nov 2022, 16:43
- Forum: General
- Topic: Owner and Responsible reset every time
- Replies: 3
- Views: 589
Owner and Responsible reset every time
Hi all. When I insert a new ticket, leaving empty owner and responsible, owner and responsible are set to the agent inserting the ticket. Each time another agent insert a note or reply to the ticket, owner and responsible are resetted to the new agent. Is it possible to leave untouched the responsib...
- 17 Nov 2022, 10:30
- Forum: General
- Topic: Dashlet with tickets I own in a queue
- Replies: 1
- Views: 500
Dashlet with tickets I own in a queue
Hi all. I need to implement OTRS6 only for internal use, i.e. a support service dedicate to other otrs agents. The support have its own queue: sysint All agents have rw permissions in this queue. When an agent create a ticket in sysint, the ownership is taken by the agent. I need a dashlet where the...
- 25 Oct 2022, 15:33
- Forum: General
- Topic: Replay only to email address like *@mydomain.com
- Replies: 2
- Views: 508
Re: Replay only to email address like *@mydomain.com
Thanks Johannes. The ticket is created by an internal people who send an email, then the agent sets the correct customer user If I open the ticket and press "Reply all", the customer user address is always in "To". Where, in the code I can intercept the reply and reply all functi...
- 21 Oct 2022, 10:00
- Forum: General
- Topic: Replay only to email address like *@mydomain.com
- Replies: 2
- Views: 508
Replay only to email address like *@mydomain.com
Hi all. I'm testing otrs 6 in a organization where otrs do not communicate directly with customers. The emails are sent only inside the organization (recipients are not agents) also if a ticket is assignd to a specific customers. In particular, they works on a ticket using the function "Reply&q...
- 21 Oct 2022, 09:34
- Forum: General
- Topic: [solved] How to build dashlet based on "owner" Agent>Group
- Replies: 2
- Views: 659
Re: How to build dashlet based on "owner" Agent>Group
Thanks, it works!
- 04 Oct 2022, 16:18
- Forum: General
- Topic: [solved] How to build dashlet based on "owner" Agent>Group
- Replies: 2
- Views: 659
[solved] How to build dashlet based on "owner" Agent>Group
Suppose I have queues Q1, Q2, Q3, Q4, Q5 and an user U1 that is the owner of Q1 and Q2, has rw on Q3 and Q4 and has no permissions on Q5. I should make two new dashlets: - the first one listing the tickets with open statustype, of the queues of which U1 is owner (Q1 and Q2) - the second that lists t...
- 12 May 2022, 15:43
- Forum: General
- Topic: Add more types to a ticket (like tags)
- Replies: 2
- Views: 701
Re: Add more types to a ticket (like tags)
thanks!
The dynamic field with multiselect is perfect.
The dynamic field with multiselect is perfect.
- 12 May 2022, 11:29
- Forum: General
- Topic: Add more types to a ticket (like tags)
- Replies: 2
- Views: 701
Add more types to a ticket (like tags)
Hi all.
Is it possibile to associate more types (like tags) to a single ticket when it is created?
Thanks
Rodolfo
Is it possibile to associate more types (like tags) to a single ticket when it is created?
Thanks
Rodolfo
- 16 Nov 2021, 16:49
- Forum: General
- Topic: Import dynamic field
- Replies: 4
- Views: 1157
Re: Import dynamic field
Thanks skullz!
- 16 Nov 2021, 10:00
- Forum: General
- Topic: Import dynamic field
- Replies: 4
- Views: 1157
Re: Import dynamic field
Thanks Roy.
Could I write directly to databaser, then call something to update the cache?
(this dynamic field is not modified elsewhere)
Or better: could I create a customer user dynamic field based on an incomig email?
Thenks
Could I write directly to databaser, then call something to update the cache?
(this dynamic field is not modified elsewhere)
Or better: could I create a customer user dynamic field based on an incomig email?
Thenks
- 15 Nov 2021, 18:46
- Forum: General
- Topic: Import dynamic field
- Replies: 4
- Views: 1157
Import dynamic field
Hi all.
I need to add (or remove) a dynamic field "value" to CustomerUser (the dynamic field itself is also configured).
Is there an example on how to use and configure rest api to do this?
Thanks
Rodolfo
I need to add (or remove) a dynamic field "value" to CustomerUser (the dynamic field itself is also configured).
Is there an example on how to use and configure rest api to do this?
Thanks
Rodolfo
- 14 Oct 2021, 09:09
- Forum: General
- Topic: Agent job do not send email
- Replies: 4
- Views: 1449
- 13 Oct 2021, 17:37
- Forum: General
- Topic: Agent job do not send email
- Replies: 4
- Views: 1449
Re: Agent job do not send email
Thanks Alexey. Notifications seems to works. The problem is only on the Notes inserted by a generic agent job. Now I receive these notifications: Use of uninitialized value $Param{"From"} in quotemeta at /opt/otrs/Kernel/System/Email/Sendmail.pm line 66. Use of uninitialized value $Param{&...