Search found 65 matches

by iwill
18 Nov 2021, 11:47
Forum: Help
Topic: Enable a specific process for a specific users
Replies: 6
Views: 1050

Re: Enable a specific process for a specific users

Thanks for your input @skullz. In fact i decided to use UserLogin instead of UserCustomerID, because for any reason this last one dont works at all.
by iwill
12 Nov 2021, 19:33
Forum: Help
Topic: Enable a specific process for a specific users
Replies: 6
Views: 1050

Re: Enable a specific process for a specific users

skullz wrote: 12 Nov 2021, 19:23 Are sure the customer user has a correct customer id?

Refer: https://doc.znuny.org/doc/manual/admin/ ... -reference
Yes
by iwill
12 Nov 2021, 13:55
Forum: Help
Topic: Enable a specific process for a specific users
Replies: 6
Views: 1050

Re: Enable a specific process for a specific users

skullz wrote: 12 Nov 2021, 13:49 You must use the ID of the ticket process..not name..
You can get the the id from the url when editing the process

Example: Process-9c378d7cc59f0fce4cee7bb9995ee3eb
I do that, but with no success
Image
by iwill
12 Nov 2021, 12:15
Forum: Help
Topic: Enable a specific process for a specific users
Replies: 6
Views: 1050

Enable a specific process for a specific users

Hi guys,
Theres any way to set a process which is only visible to use for a specific users?
Im trying to do the oposite thing for tests purposes, but i cant make it work.
Image
by iwill
30 Aug 2021, 11:28
Forum: Help
Topic: New filter tab on CustomerTicketOverview
Replies: 3
Views: 511

Re: New filter tab on CustomerTicketOverview

You should enable that line: #CustomerUserLoginRaw => $Self->{UserID}, (just remove the "#") If i do that, the "director" customer, cant see any tickets. In fact, with this code, if customers have the same Customer ID, no problem. The problem insuficient rights comes when the ti...
by iwill
28 Aug 2021, 20:12
Forum: Help
Topic: New filter tab on CustomerTicketOverview
Replies: 3
Views: 511

Re: New filter tab on CustomerTicketOverview

Ok, now im succefuly put on "waiting for approval" tab the pending aprovals, and appears as well in both (customer of the ticket and for UserID that equals to dynamicField value) But, because of another user that are not the customer user of ticket, he doesnt have permissions to view and r...
by iwill
27 Aug 2021, 22:21
Forum: Help
Topic: New filter tab on CustomerTicketOverview
Replies: 3
Views: 511

New filter tab on CustomerTicketOverview

Hi guys, Im trying to create a tab called "Waiting for approval" in CustomerTicketOverview which show tickets in specific conditions: -Only show state "pending approval" (pending reminder state type) -Appears to self customer user of ticket -Appears to a customer user who is equa...
by iwill
10 Jul 2021, 19:39
Forum: General
Topic: [Resolved] Select options based on another option selected (jquery)
Replies: 3
Views: 8974

Re: [Resolved] Select options based on another option selected (jquery)

Well, yeah, but honestly, this is a user interface nightmare. On the one side, you could use ACLs to limit dependent fields. (Possible, PossibleNot) On another, you could "simply" have the values of dependent fields as children of the first field, maybe show as a Tree instead of a full dr...
by iwill
01 Jul 2021, 14:28
Forum: General
Topic: [Resolved] Select options based on another option selected (jquery)
Replies: 3
Views: 8974

[Resolved] Select options based on another option selected (jquery)

Hi there, Im trying to select an option when i choose a specific option from list above. Any help how can achieve that? Print of frontend https://i.stack.imgur.com/ArsF7.png The main idea is, when i choose Field_Support, select option "94" from StardardTemplateID (Text Template field) http...
by iwill
29 May 2021, 18:51
Forum: Help
Topic: Connect mariaDB to PowerBI
Replies: 3
Views: 869

Re: Connect mariaDB to PowerBI

root wrote: 29 May 2021, 14:21 Hi,

Sure: https://mariadb.com/resources/blog/gett ... -power-bi/

- Roy
Sure, but ive got this specific error, a easy way to install this plugin?
Image
by iwill
29 May 2021, 14:06
Forum: Help
Topic: Connect mariaDB to PowerBI
Replies: 3
Views: 869

Connect mariaDB to PowerBI

Hi there,

Im looking a way to connect my bd to powerbi, but i cant setup corretly. Anyone to give me a hand?
by iwill
25 May 2021, 13:10
Forum: Help
Topic: Visual notification when pending time reached
Replies: 14
Views: 2984

Re: Visual notification when pending time reached

An interesting thing, the error only occurs when i put on GA to add a note.
by iwill
25 May 2021, 11:38
Forum: Help
Topic: Visual notification when pending time reached
Replies: 14
Views: 2984

Re: Visual notification when pending time reached

Hi, your log entry shows generic agent. For notification events no generic agent is used. It is a daemon cron doing it. The error message also shows the pending check cron task. :shock: The error message itself is nothing I have ever seen. - let's see your generic agent configuration - let's see yo...
by iwill
24 May 2021, 16:18
Forum: Help
Topic: Visual notification when pending time reached
Replies: 14
Views: 2984

Re: Visual notification when pending time reached

Hi, default configuration is, if a pending time is reached, you'll receive a "pending reminder reached" notification. Agents need to subscribe to the notification. Otherwise you'll receive no mail. This works for all state type "pending reminder" There is no generic agent requir...
by iwill
23 May 2021, 23:56
Forum: Help
Topic: Visual notification when pending time reached
Replies: 14
Views: 2984

Re: Visual notification when pending time reached

Hi, "pending time reached" means "you have to work on the ticket" So tell your agents they should work on it. It might be, just to set a new pending date with a reason. problem solved. that was easy. Flo Even if i remove pending reminders states from PendingAutoStateType, and cr...
by iwill
21 May 2021, 10:45
Forum: Help
Topic: Visual notification when pending time reached
Replies: 14
Views: 2984

Re: Visual notification when pending time reached

this approach realy does not make any sense to me, especially as the state which is reached after the pending auto state is always in progress. So if you set the ticket to pending customer an e does not reply, the reminder should trigger the agent to send out another mail to the customer (manual or...
by iwill
21 May 2021, 10:31
Forum: Help
Topic: Visual notification when pending time reached
Replies: 14
Views: 2984

Re: Visual notification when pending time reached

Tickets which reach the pending time will show up in the lists of locked, watched or responsbile tickets with the small clock (if you use pending reminder which I suggest here). Also there is a dashboard showing tickets which reached the pending time. Also the agents will receive a notification. I ...
by iwill
20 May 2021, 23:42
Forum: Help
Topic: Visual notification when pending time reached
Replies: 14
Views: 2984

Re: Visual notification when pending time reached

Up for some help guys.
by iwill
19 May 2021, 14:16
Forum: Help
Topic: Dashboard Queue Overview - Changes
Replies: 0
Views: 930

Dashboard Queue Overview - Changes

Hi guys,

Theres any way to change on TicketQueueOverview.pm to check StateType instead of State when feed the atual coluums?
This because i want to agglutinate "news, "open", and "reminder" types in three columms.
by iwill
19 May 2021, 11:23
Forum: Help
Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
Replies: 19
Views: 5400

Re: "Need TicketID" and "Unable to connect to smtp.office365.com"

cbg wrote: 19 May 2021, 10:46 Please do the following:

Login in to O365 -> Security and generate an App password

This password will be your e-mail password in the email accounts.
Thank you my friend. Actually, the solution for my case is on previous post.
by iwill
17 May 2021, 09:51
Forum: Developers
Topic: Create a new Ticket Event (OTRS 6)
Replies: 2
Views: 3144

Re: Create a new Ticket Event (OTRS 6)

Hi, can you specify you use case please? Usually no coding is required. Ticket states should be fine. Flo Yes, i can. Here's the scenario. One of my operators put a ticket on pending reminder to over in 3 days. When pending time ends, the tickets goes to "in progress" without send any vis...
by iwill
14 May 2021, 23:45
Forum: Developers
Topic: Create a new Ticket Event (OTRS 6)
Replies: 2
Views: 3144

Create a new Ticket Event (OTRS 6)

Hi guys, Im trying to create a new ticket event which check pending time of state and trigger if its equals to 0 minutes. https://i.imgur.com/A75hLcX.jpg On the other hand... Alternatively, how/where can i change the code of this in syscfg for in addition to setting the status after the pending reac...
by iwill
13 May 2021, 19:37
Forum: Help
Topic: Visual notification when pending time reached
Replies: 14
Views: 2984

Re: Visual notification when pending time reached

Right, ill put what i already did: 1. Create a dynamic field; https://i.imgur.com/UAGlsSe.jpg 2. Add dynamic field in syscfg on Ticket Zoom https://i.imgur.com/LKNxELL.jpg 3. Create three generic agents 3.1. First triggered by Ticket Create to add "Não" value to open tickets 3.2. Second (t...
by iwill
13 May 2021, 14:17
Forum: Help
Topic: Visual notification when pending time reached
Replies: 14
Views: 2984

Visual notification when pending time reached

Hi guys, My agents have been reporting that they lose track to tickets that go to "in progress" when the pending time reached. Is there a way to add some visual notification to notify the agent responsible that your ticket has reached pending time? https://i.imgur.com/K9yDs0U.png As i know...
by iwill
10 May 2021, 14:24
Forum: Help
Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
Replies: 19
Views: 5400

Re: "Need TicketID" and "Unable to connect to smtp.office365.com"

root wrote: 10 May 2021, 14:06

Code: Select all

bin/otrs.Console.p Maint::PostMaster::MailAccountFetch --debug
After i fecthed some mails manually, i cant see any error for now in communication log.

EDIT: Aparently, after i changed to IMAPS from IMAPTLS, no error comes out.
by iwill
10 May 2021, 14:02
Forum: Help
Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
Replies: 19
Views: 5400

Re: "Need TicketID" and "Unable to connect to smtp.office365.com"

root wrote: 10 May 2021, 13:44 Hi,

You might try a few times to fetch the e-mails manually with --debug and see if there are more details.

- Roy
Seems the best way indeed. Can you enlight me how can i do it?
by iwill
10 May 2021, 12:38
Forum: Help
Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
Replies: 19
Views: 5400

Re: "Need TicketID" and "Unable to connect to smtp.office365.com"

@zzz I guess you point towards new tenants in O365 only w/ OAuth? Yes, but it looks like it's something else. Well if you're still successfully fetching messages, I am out of ideas. And comes again the same error guys: [Mon May 10 10:40:19 2021][Error][Kernel::System::CommunicationLog::_LogError][5...
by iwill
10 May 2021, 11:13
Forum: Help
Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
Replies: 19
Views: 5400

Re: "Need TicketID" and "Unable to connect to smtp.office365.com"

Ok, still the same message. Any necessary package missing or not installed in the correct version? Check with: /opt/otrs/bin/otrs.CheckModules.pl --all Does your Exchange Online allow connections via IMAP or via IMAP and basic auth ? Does your Exchange Online allow connections via IMAP or via IMAP ...
by iwill
10 May 2021, 11:02
Forum: Help
Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
Replies: 19
Views: 5400

Re: "Need TicketID" and "Unable to connect to smtp.office365.com"

zzz wrote: 10 May 2021, 10:58 That's the system log and not the communication log.
You are right, my mistake.
Image
by iwill
10 May 2021, 10:57
Forum: Help
Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
Replies: 19
Views: 5400

Re: "Need TicketID" and "Unable to connect to smtp.office365.com"

root wrote: 10 May 2021, 10:54 Hi,

Please check the communication log for details.

- Roy
Here this is:
Image
by iwill
10 May 2021, 10:48
Forum: Help
Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
Replies: 19
Views: 5400

Re: "Need TicketID" and "Unable to connect to smtp.office365.com"

Hello William, Your host is wrong. It should be outlook.office365.com. Best regards Emin Now im getting this: [Mon May 10 07:55:23 2021][Error][Kernel::System::CommunicationLog::_LogError][538] CommunicationLog(ID:537700,AccountType:-,AccountID:-,Direction:Incoming,Transport:Email,ObjectLogType:Con...
by iwill
09 May 2021, 18:28
Forum: Help
Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
Replies: 19
Views: 5400

Re: "Need TicketID" and "Unable to connect to smtp.office365.com"

[Sat May 8 13:25:28 2021][Error][Kernel::System::CommunicationLog::_LogError][538] CommunicationLog(ID:537032,AccountType:-,AccountID:-,Direction:Incoming,Transport:Email,ObjectLogType:Connection,ObjectLogID:1027098)::Kernel::System::MailAccount::IMAPTLS => IMAPTLS: Can't connect to smtp.office365....
by iwill
09 May 2021, 14:31
Forum: Help
Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
Replies: 19
Views: 5400

[RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"

Hi guys, I've been monitoring my syslog, and i cant rid of this errors, which is a big part of my log: [Fri May 7 18:02:09 2021][Error][Kernel::System::Ticket::Article::BackendForArticle][109] Need TicketID! [Fri May 7 18:02:09 2021][Error][Kernel::System::Ticket::Article::Backend::Invalid::ArticleG...
by iwill
06 May 2021, 16:02
Forum: Help
Topic: Add note when pending till ends
Replies: 3
Views: 1248

Re: Add note when pending till ends

Hi, You can't check for the old value in an Generic Agent. If it's always from "planned" to "in progress" and not from "xx" to "in progress" us the Generic Agent with the event StateUpdate and limit the search to the state "in progress" - Roy Thank ...
by iwill
06 May 2021, 15:10
Forum: Help
Topic: Add note when pending till ends
Replies: 3
Views: 1248

Re: Add note when pending till ends

Someone to help?
by iwill
04 May 2021, 08:51
Forum: Help
Topic: How to add a To and Cc when use forward template
Replies: 1
Views: 879

Re: How to add a To and Cc when use forward template

I have news about, but I still didn't get there: *If i cant do it by ForwardTemplateID, can i populate To and Cc field when i choose specific value in "To queue" dynamic field? https://i.imgur.com/OlZkjOm.png $(document).ready(function() { setTimeout(function() { const Action = Core.Config...
by iwill
28 Apr 2021, 15:30
Forum: Help
Topic: Right-click to correct words
Replies: 8
Views: 1874

Re: Right-click to correct words

root wrote: 28 Apr 2021, 08:34 Hi,

Please check first if the native spell checker demo on https://ckeditor.com/docs/ckeditor4/lat ... ecker.html works for you.

- Roy
Thank you for your input, i'll try.
by iwill
27 Apr 2021, 14:48
Forum: Help
Topic: How to add a To and Cc when use forward template
Replies: 1
Views: 879

How to add a To and Cc when use forward template

Hi there, My current challenge is to pre-define two emails addresses in the To and Cc field when use a specific forward template in OTRS 6. There is already a post explaining how to use AdminTemplate to set a specific State depending on the Template which is used, but its not fulfill what i want to ...
by iwill
22 Apr 2021, 18:08
Forum: Help
Topic: Add note when pending till ends
Replies: 3
Views: 1248

Add note when pending till ends

Hi there,

I'm facing some dificultes to make this happen automatically:
  • When ticket changes to "in progress" from "planned" state (pending auto), a generic agent put a specific note on it
Any idea how can i achieve that?

Best regards,
William
by iwill
21 Apr 2021, 12:45
Forum: Help
Topic: Customer User Information Center - Planned on Closed tab?
Replies: 4
Views: 1293

Re: Customer User Information Center - Planned on Closed tab?

Oppss, the setting is for the Open Ticket widgets instead.. Hence, what are you looking for is not available within configuration. You are looking for code level modification. File: Kernel/Output/HTML/Dashboard/CustomerIDList.pm API Ref: https://doc.znuny.org/doc/api/otrs/6.0/Perl/Kernel/System/Tic...
by iwill
21 Apr 2021, 11:29
Forum: Help
Topic: Customer User Information Center - Planned on Closed tab?
Replies: 4
Views: 1293

Re: Customer User Information Center - Planned on Closed tab?

Check System Configuration > AgentCustomerUserInformationCenter::Backend###0130-CUIC-TicketOpen Try modify 'Attributes' value to StateType=open;StateType=pending auto To make effect, i need to rebuild and clean cache? I question that because im already make these changes, but "planned" st...
by iwill
20 Apr 2021, 09:38
Forum: Help
Topic: Customer User Information Center - Planned on Closed tab?
Replies: 4
Views: 1293

Customer User Information Center - Planned on Closed tab?

Hi there,

Im trying to find a way to change Customer User Information Center to create a new tab or move "planned" tickets to open tab without change state type of planned (pendingo auto). There's any way to do it?

Image
Image
by iwill
14 Apr 2021, 15:50
Forum: Help
Topic: Right-click to correct words
Replies: 8
Views: 1874

Re: Right-click to correct words

as this is not an issue with OTRS but with the used Richttext Editor there is no way in OTRS to do this. You can check in the forums for the CK Editor if this is possible via change of config or code. For that particular reason, my question is, how to preserve tables in my templates and enable dire...
by iwill
14 Apr 2021, 15:41
Forum: Help
Topic: Right-click to correct words
Replies: 8
Views: 1874

Re: Right-click to correct words

jojo wrote: 14 Apr 2021, 15:27 On my Mac in Firefox it works with Shift and with Command. So check the documentation for your browser and operating system.
We using Chrome. Besides that, my intention is enable only right click, without any other keys to do this funciton.
by iwill
14 Apr 2021, 15:24
Forum: Help
Topic: Right-click to correct words
Replies: 8
Views: 1874

Re: Right-click to correct words

jojo wrote: 14 Apr 2021, 15:19 try with Shfit + right click
Unfortunately, doesnt work.
by iwill
14 Apr 2021, 15:03
Forum: Help
Topic: Right-click to correct words
Replies: 8
Views: 1874

Right-click to correct words

Hi community, There's any way to enable right-click on frontend to correct words in my native language, but in same time let enchancedmode enabled? I asking that because i use a lot of templates with tables, but in other hand i have my operators continuasly send emails to customer with grammar error...
by iwill
11 Apr 2021, 12:36
Forum: Help
Topic: Change GenericAgent Avatar
Replies: 0
Views: 1796

Change GenericAgent Avatar

Hi there,

As i mention on post subject, theres any way to change genericagent avatar?
My idea is, at least change it for same customer default avatar.
Image
to this (or something else)
Image

Best regards,
Will
by iwill
08 Apr 2021, 21:05
Forum: Help
Topic: Closed state only on working days
Replies: 4
Views: 1693

Re: Closed state only on working days

Precious information that you gave it to me.
Thanks again Roy
by iwill
08 Apr 2021, 14:55
Forum: Help
Topic: Closed state only on working days
Replies: 4
Views: 1693

Re: Closed state only on working days

Hi, The responsible configuration for changing state from type pending auto is Daemon::SchedulerCronTaskManager::Task###TicketPendingCheck This module deals with pending auto and pending reminder states. It is possible to adjust the schedule to not run on weekends, but this would also affect pendin...