Search found 65 matches
- 18 Nov 2021, 11:47
- Forum: Help
- Topic: Enable a specific process for a specific users
- Replies: 6
- Views: 1085
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.
- 12 Nov 2021, 19:33
- Forum: Help
- Topic: Enable a specific process for a specific users
- Replies: 6
- Views: 1085
Re: Enable a specific process for a specific users
Yesskullz 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
- 12 Nov 2021, 13:55
- Forum: Help
- Topic: Enable a specific process for a specific users
- Replies: 6
- Views: 1085
- 12 Nov 2021, 12:15
- Forum: Help
- Topic: Enable a specific process for a specific users
- Replies: 6
- Views: 1085
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.
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.
- 30 Aug 2021, 11:28
- Forum: Help
- Topic: New filter tab on CustomerTicketOverview
- Replies: 3
- Views: 625
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...
- 28 Aug 2021, 20:12
- Forum: Help
- Topic: New filter tab on CustomerTicketOverview
- Replies: 3
- Views: 625
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...
- 27 Aug 2021, 22:21
- Forum: Help
- Topic: New filter tab on CustomerTicketOverview
- Replies: 3
- Views: 625
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...
- 10 Jul 2021, 19:39
- Forum: General
- Topic: [Resolved] Select options based on another option selected (jquery)
- Replies: 3
- Views: 9149
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...
- 03 Jul 2021, 12:30
- Forum: General
- Topic: [Resolved] Select options based on another option selected (jquery)
- Replies: 3
- Views: 9149
Re: Select options based on another option selected (jquery)
Any help guys?
- 01 Jul 2021, 14:28
- Forum: General
- Topic: [Resolved] Select options based on another option selected (jquery)
- Replies: 3
- Views: 9149
[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...
- 29 May 2021, 18:51
- Forum: Help
- Topic: Connect mariaDB to PowerBI
- Replies: 3
- Views: 961
Re: Connect mariaDB to PowerBI
Sure, but ive got this specific error, a easy way to install this plugin?root wrote: ↑29 May 2021, 14:21 Hi,
Sure: https://mariadb.com/resources/blog/gett ... -power-bi/
- Roy
- 29 May 2021, 14:06
- Forum: Help
- Topic: Connect mariaDB to PowerBI
- Replies: 3
- Views: 961
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?
Im looking a way to connect my bd to powerbi, but i cant setup corretly. Anyone to give me a hand?
- 25 May 2021, 13:10
- Forum: Help
- Topic: Visual notification when pending time reached
- Replies: 14
- Views: 3254
Re: Visual notification when pending time reached
An interesting thing, the error only occurs when i put on GA to add a note.
- 25 May 2021, 11:38
- Forum: Help
- Topic: Visual notification when pending time reached
- Replies: 14
- Views: 3254
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...
- 24 May 2021, 16:18
- Forum: Help
- Topic: Visual notification when pending time reached
- Replies: 14
- Views: 3254
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...
- 23 May 2021, 23:56
- Forum: Help
- Topic: Visual notification when pending time reached
- Replies: 14
- Views: 3254
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...
- 21 May 2021, 10:45
- Forum: Help
- Topic: Visual notification when pending time reached
- Replies: 14
- Views: 3254
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...
- 21 May 2021, 10:31
- Forum: Help
- Topic: Visual notification when pending time reached
- Replies: 14
- Views: 3254
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 ...
- 20 May 2021, 23:42
- Forum: Help
- Topic: Visual notification when pending time reached
- Replies: 14
- Views: 3254
Re: Visual notification when pending time reached
Up for some help guys.
- 19 May 2021, 14:16
- Forum: Help
- Topic: Dashboard Queue Overview - Changes
- Replies: 0
- Views: 1880
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.
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.
- 19 May 2021, 11:23
- Forum: Help
- Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
- Replies: 19
- Views: 5651
- 17 May 2021, 09:51
- Forum: Developers
- Topic: Create a new Ticket Event (OTRS 6)
- Replies: 2
- Views: 4066
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...
- 14 May 2021, 23:45
- Forum: Developers
- Topic: Create a new Ticket Event (OTRS 6)
- Replies: 2
- Views: 4066
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...
- 13 May 2021, 19:37
- Forum: Help
- Topic: Visual notification when pending time reached
- Replies: 14
- Views: 3254
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...
- 13 May 2021, 14:17
- Forum: Help
- Topic: Visual notification when pending time reached
- Replies: 14
- Views: 3254
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...
- 10 May 2021, 14:24
- Forum: Help
- Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
- Replies: 19
- Views: 5651
Re: "Need TicketID" and "Unable to connect to smtp.office365.com"
After i fecthed some mails manually, i cant see any error for now in communication log.root wrote: ↑10 May 2021, 14:06Code: Select all
bin/otrs.Console.p Maint::PostMaster::MailAccountFetch --debug
EDIT: Aparently, after i changed to IMAPS from IMAPTLS, no error comes out.
- 10 May 2021, 14:02
- Forum: Help
- Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
- Replies: 19
- Views: 5651
- 10 May 2021, 12:38
- Forum: Help
- Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
- Replies: 19
- Views: 5651
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...
- 10 May 2021, 11:13
- Forum: Help
- Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
- Replies: 19
- Views: 5651
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 ...
- 10 May 2021, 11:02
- Forum: Help
- Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
- Replies: 19
- Views: 5651
- 10 May 2021, 10:57
- Forum: Help
- Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
- Replies: 19
- Views: 5651
- 10 May 2021, 10:48
- Forum: Help
- Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
- Replies: 19
- Views: 5651
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...
- 09 May 2021, 18:28
- Forum: Help
- Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
- Replies: 19
- Views: 5651
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....
- 09 May 2021, 14:31
- Forum: Help
- Topic: [RESOLVED] "Need TicketID" and "Unable to connect to smtp.office365.com"
- Replies: 19
- Views: 5651
[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...
- 06 May 2021, 16:02
- Forum: Help
- Topic: Add note when pending till ends
- Replies: 3
- Views: 1302
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 ...
- 06 May 2021, 15:10
- Forum: Help
- Topic: Add note when pending till ends
- Replies: 3
- Views: 1302
Re: Add note when pending till ends
Someone to help?
- 04 May 2021, 08:51
- Forum: Help
- Topic: How to add a To and Cc when use forward template
- Replies: 1
- Views: 937
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...
- 28 Apr 2021, 15:30
- Forum: Help
- Topic: Right-click to correct words
- Replies: 8
- Views: 1970
Re: Right-click to correct words
Thank you for your input, i'll try.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
- 27 Apr 2021, 14:48
- Forum: Help
- Topic: How to add a To and Cc when use forward template
- Replies: 1
- Views: 937
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 ...
- 22 Apr 2021, 18:08
- Forum: Help
- Topic: Add note when pending till ends
- Replies: 3
- Views: 1302
Add note when pending till ends
Hi there,
I'm facing some dificultes to make this happen automatically:
Best regards,
William
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
Best regards,
William
- 21 Apr 2021, 12:45
- Forum: Help
- Topic: Customer User Information Center - Planned on Closed tab?
- Replies: 4
- Views: 1352
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...
- 21 Apr 2021, 11:29
- Forum: Help
- Topic: Customer User Information Center - Planned on Closed tab?
- Replies: 4
- Views: 1352
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...
- 20 Apr 2021, 09:38
- Forum: Help
- Topic: Customer User Information Center - Planned on Closed tab?
- Replies: 4
- Views: 1352
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?
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?
- 14 Apr 2021, 15:50
- Forum: Help
- Topic: Right-click to correct words
- Replies: 8
- Views: 1970
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...
- 14 Apr 2021, 15:41
- Forum: Help
- Topic: Right-click to correct words
- Replies: 8
- Views: 1970
- 14 Apr 2021, 15:24
- Forum: Help
- Topic: Right-click to correct words
- Replies: 8
- Views: 1970
- 14 Apr 2021, 15:03
- Forum: Help
- Topic: Right-click to correct words
- Replies: 8
- Views: 1970
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...
- 11 Apr 2021, 12:36
- Forum: Help
- Topic: Change GenericAgent Avatar
- Replies: 0
- Views: 2574
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.
to this (or something else)
Best regards,
Will
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.
to this (or something else)
Best regards,
Will
- 08 Apr 2021, 21:05
- Forum: Help
- Topic: Closed state only on working days
- Replies: 4
- Views: 1742
Re: Closed state only on working days
Precious information that you gave it to me.
Thanks again Roy
Thanks again Roy
- 08 Apr 2021, 14:55
- Forum: Help
- Topic: Closed state only on working days
- Replies: 4
- Views: 1742
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...