Search found 62 matches
- 02 Feb 2023, 14:32
- Forum: Help
- Topic: create report from command line?
- Replies: 2
- Views: 558
Re: create report from command line?
You may tinkering around at AddOption (add mail-subject option), and then point EmailSend api (subject) to take the value from it. with tinkering you mean to modify core file of Znuny, and to be specific to develop something? If programming... I am very probably lost.. afaik this is a simple featur...
- 01 Feb 2023, 21:10
- Forum: Help
- Topic: create report from command line?
- Replies: 2
- Views: 558
create report from command line?
after searching a while I found that the $HOME/bin/otrs.GenerateStats.pl -n 10020 -f CSV -r tom@domain.com -r fred@domain.com -r tony@domain.com -m "Weekly Open Ticket Report" -F WeeklyOpen was changed to otrs.Console.pl Maint::Stats::Generate --number ... [--params ...] [--target-filename...
- 01 Feb 2023, 19:23
- Forum: Help
- Topic: Scheduled reports via UI?
- Replies: 3
- Views: 577
Re: Scheduled reports via UI?
okay let me check this. Even though I would not like to give power users access to configurations in systemConfiguration. It would be great if it would be possible to do it as a generic agent. But the generic agent is missing the other fields for scheduled executions (e.g. day of month) like availab...
- 01 Feb 2023, 18:00
- Forum: Help
- Topic: Scheduled reports via UI?
- Replies: 3
- Views: 577
Scheduled reports via UI?
I have found a few very old entries about scheduling reports via OTRS.
If I understand it well, right now the scheduling of the reports have to be done via crond
I am wondering if there is a more power user friendly way via the UI to schedule reports creation?
If I understand it well, right now the scheduling of the reports have to be done via crond
I am wondering if there is a more power user friendly way via the UI to schedule reports creation?
- 01 Feb 2023, 17:13
- Forum: Help
- Topic: Merge in wrong direction deletes all custom fields
- Replies: 1
- Views: 486
Merge in wrong direction deletes all custom fields
if a user merges a ticket into a wrong direction, the custom fields are getting fully deleted. No prior question, no "are your sure, that ..." nothing. wrong direction is in our case mostly: older ticket gets merged into newer ticket It would be great if I could configure a prior check on ...
- 06 Sep 2022, 17:52
- Forum: Help
- Topic: How to define default status on reply / new e-mail ticket?
- Replies: 1
- Views: 361
How to define default status on reply / new e-mail ticket?
Hi,
can I define a default status after replying or sending a new e-mail ticket?
e.g. I would like to have "pending reminder"
and ideally with a default pending of e.g. 48h
is this somehow possible?
can I define a default status after replying or sending a new e-mail ticket?
e.g. I would like to have "pending reminder"
and ideally with a default pending of e.g. 48h
is this somehow possible?
- 26 Aug 2022, 08:35
- Forum: Help
- Topic: TimeUnit update in Process?
- Replies: 9
- Views: 733
Re: TimeUnit update in Process?
sorry did not get it as a clear question. It read to me like a ironic question TimeUnit was intended to be the Accounted Time value, which is by default available to znuny. So probably ?not? a dynamic/custom field Really, just another real question: Do you expect that the Accounted Time value chang...
- 25 Aug 2022, 18:39
- Forum: Help
- Topic: PendingReminder / PendingTime best practice?
- Replies: 5
- Views: 454
Re: PendingReminder / PendingTime best practice?
okay thank you, did not know the cron for this
after the cron did not fire I have executed
cd /opt/otrs
sudo -u otrs ./bin/otrs.Console.pl Maint::Ticket::PendingCheck
It took a while without any update, but my named ticket is still in
pending customer state and not in open state
after the cron did not fire I have executed
cd /opt/otrs
sudo -u otrs ./bin/otrs.Console.pl Maint::Ticket::PendingCheck
It took a while without any update, but my named ticket is still in
pending customer state and not in open state
- 25 Aug 2022, 16:52
- Forum: Help
- Topic: Dashboard Error: This ticket has no title or subject
- Replies: 23
- Views: 2478
Re: Dashboard Error: This ticket has no title or subject
okay now got it. But thank you for clarification and for your time. I had a mess up in the e-mail structure, and this can be caused by the regex wrongly created by the user I thought it maybe a bug, why the regex matching was messing up the e-mail structure. I will stay on my possition to avoid usin...
- 25 Aug 2022, 16:48
- Forum: Help
- Topic: TimeUnit update in Process?
- Replies: 9
- Views: 733
Re: TimeUnit update in Process?
sorry did not get it as a clear question.
It read to me like a ironic question
TimeUnit was intended to be the Accounted Time value, which is by default available to znuny. So probably ?not? a dynamic/custom field
It read to me like a ironic question
TimeUnit was intended to be the Accounted Time value, which is by default available to znuny. So probably ?not? a dynamic/custom field
- 25 Aug 2022, 16:44
- Forum: Help
- Topic: PendingReminder / PendingTime best practice?
- Replies: 5
- Views: 454
Re: PendingReminder / PendingTime best practice?
thank you for clarification. Now hopfully have a better understanding So I tried following to test my changes: I have created now a new State pending customer as Type pending reminder sysconfig Ticket::StateAfterPending added here pending customer -> open The pending feature worked (ticket was invis...
- 25 Aug 2022, 16:18
- Forum: Help
- Topic: Display dynamic field on search UI and on search results?
- Replies: 7
- Views: 605
- 25 Aug 2022, 16:17
- Forum: Help
- Topic: TimeUnit update in Process?
- Replies: 9
- Views: 733
Re: TimeUnit update in Process?
if not, how can use a add-operation in a transition action for the TimeUnit?
Or do you suggest a better automated way?
Or do you suggest a better automated way?
- 25 Aug 2022, 16:15
- Forum: Help
- Topic: Search for optional dropdown value
- Replies: 4
- Views: 339
Re: Search for optional dropdown value
Hi, No this is not possible. For this value there no entry in the table where the search is performed. - Roy Thank you for your info. I am not clear on what you refer to. On DB tables you can search <> '' OR IS NULL or some DBs NOT IN ('', NULL) But I assume you know this?!? Also is there a plan to...
- 25 Aug 2022, 16:10
- Forum: Help
- Topic: How to create a search with open state?
- Replies: 3
- Views: 360
Re: How to create a search with open state?
puhhh....
will this change with your named searchAPI change? (hopefully))
will this change with your named searchAPI change? (hopefully))
- 25 Aug 2022, 14:31
- Forum: Help
- Topic: Search for optional dropdown value
- Replies: 4
- Views: 339
Search for optional dropdown value
is it possible to use a search to find all non entered values of a dynamicField which is(was) optional? E.g. if you have a select box with: <nothing> something1 something2 something3 i would like to search for <nothing> maybe this is related to this: https://community.znuny.org/viewtopic.php?f=62&am...
- 25 Aug 2022, 14:16
- Forum: Help
- Topic: PendingReminder / PendingTime best practice?
- Replies: 5
- Views: 454
PendingReminder / PendingTime best practice?
maybe I have an issue in understanding well Znuny States. Let me write down my understanding: pendingReminder is a status to help, that something is pending and a agent shall be reminded. But there is also a pendingTime which is around to help the agent to defer a pendingReminder ticket So from my r...
- 25 Aug 2022, 14:02
- Forum: Help
- Topic: Dashboard Error: This ticket has no title or subject
- Replies: 23
- Views: 2478
- 25 Aug 2022, 13:59
- Forum: Help
- Topic: Display dynamic field on search UI and on search results?
- Replies: 7
- Views: 605
Re: Display dynamic field on search UI and on search results?
Roy, maybe I am to blind or stupid :( using this UI: /otrs/index.pl?Action=AdminDynamicFieldScreenConfiguration;Subaction=Edit;Type=DynamicFieldScreen;Element=Ticket%3A%3AFrontend%3A%3AAgentTicketSearch%23%23%23DynamicField# what I am having is underneach "Filter assigned elements" Here I ...
- 25 Aug 2022, 13:55
- Forum: Help
- Topic: TimeUnit update in Process?
- Replies: 9
- Views: 733
TimeUnit update in Process?
I am not being able to increment the TimeUnit in a transitionAction I thought it would be done with: TransitionActionType: DynamicFieldIncrement Key: TimeUnit / Value: 1 Key: Value / Value: 25 But the TimeUnit is not getting incremented. What happens, is that the TimeUnit on the left hand side is di...
- 25 Aug 2022, 11:17
- Forum: Help
- Topic: Display dynamic field on search UI and on search results?
- Replies: 7
- Views: 605
Re: Display dynamic field on search UI and on search results?
Check system configuration for Ticket::Frontend::AgentTicketSearch###DynamicField Ticket::Frontend::AgentTicketSearch###DefaultColumns Thank you the DefaultColumns did the trick! But this is really confusing. I add it to the corresponding UI mapping in DynamicFields to Screens, and you have additio...
- 25 Aug 2022, 10:46
- Forum: Help
- Topic: Custom Output in Search?
- Replies: 1
- Views: 266
Custom Output in Search?
Is it possible to define the output (the columns) of the results in a search?
depending on the usecase I have different columns to show. And I have for each usecase a saved search. So it would be great if I could use custom outputs for custom saved searched
depending on the usecase I have different columns to show. And I have for each usecase a saved search. So it would be great if I could use custom outputs for custom saved searched
- 25 Aug 2022, 09:23
- Forum: Help
- Topic: How to create a search with open state?
- Replies: 3
- Views: 360
How to create a search with open state?
Use case is to give a agent controller a overview of "open" ticket to be processed How can I create a saved search with: - new - open - replied (a custom state) - pending reminder where pending time exceeded I can handle everything well, but the last entry "Pending time exceeded"...
- 19 Aug 2022, 13:09
- Forum: Help
- Topic: Search numbers only?
- Replies: 5
- Views: 580
Search numbers only?
maybe a stupid question. How can I search for numbers only in a search dialog, especially on GA-Search? I have a dynamic field, there I know where are only numbers, but it could also be empty. So I would like to identify in a search following cases: - non-empty - numbers only - letters only Is it po...
- 17 Aug 2022, 08:49
- Forum: Help
- Topic: Dashboard Error: This ticket has no title or subject
- Replies: 23
- Views: 2478
Re: Dashboard Error: This ticket has no title or subject
can you post a screenshot of your config please. I help you to get it right. you mean the postmasterfilter regex for external ticket detection? As long as I have no clearance why tickets got messed up, for me the postmasterfilter is not an option to use. I understand it was initially my mistake, bu...
- 17 Aug 2022, 08:42
- Forum: Marketplace
- Topic: use dynamic fields to link or merge tickets
- Replies: 1
- Views: 6836
Re: use dynamic fields to link or merge tickets
do you have a video or a demo of the feature? I do not understand this feature what I would like to have 1. search for a specific ticket 2. fetch specific details from the ticket 3. based on this details, assign the ticket to the originating ticket 4. merge the ticket together is this what your solu...
- 16 Aug 2022, 17:00
- Forum: Help
- Topic: Dashboard Error: This ticket has no title or subject
- Replies: 23
- Views: 2478
Re: Dashboard Error: This ticket has no title or subject
@all, thx for the help I was a while off, due to unplanned additional effort caused by this issue. We had to cleanup the mess created by the wrong PostmasterFilter config I created. So now we workarounded the issue, but it is not fixed. as hkais wrote, I do not understand why my messages got totally...
- 12 Aug 2022, 12:32
- Forum: Help
- Topic: Dashboard Error: This ticket has no title or subject
- Replies: 23
- Views: 2478
Re: Dashboard Error: This ticket has no title or subject
We had to go through all ticket.
Took 3 persons the full morning till now
Will be very careful in the future about Postmaster changes.
Took 3 persons the full morning till now
Will be very careful in the future about Postmaster changes.
- 12 Aug 2022, 11:00
- Forum: Help
- Topic: Dashboard Error: This ticket has no title or subject
- Replies: 23
- Views: 2478
Re: Dashboard Error: This ticket has no title or subject
can I somehow fix the broken tickets? yesterday it took 3 person over 1h each to fix the half amount of tickets..
Means can I rerun the recognition of the fields, so that my tickets are not all corrupted and repaired?
Means can I rerun the recognition of the fields, so that my tickets are not all corrupted and repaired?
- 12 Aug 2022, 10:50
- Forum: Help
- Topic: Dashboard Error: This ticket has no title or subject
- Replies: 23
- Views: 2478
Re: Dashboard Error: This ticket has no title or subject
yes exactly my issues [Thu Aug 11 08:20:21 2022][Error][Kernel::System::MailAccount::POP3::Fetch][486] Exception while processing mail: Quantifier follows nothing in regex; marked by <-- HERE in m/* <-- HERE @example.com/ at /opt/znu ny-6.4.2/Kernel/System/PostMaster/Filter/ExternalTicketNumberRecog...
- 12 Aug 2022, 10:04
- Forum: Help
- Topic: Dashboard Error: This ticket has no title or subject
- Replies: 23
- Views: 2478
Dashboard Error: This ticket has no title or subject
i am getting a new error, which I have never seen before, nor my users have seen them before. getting to the facts: - I enabled ExternalTicketNumberRecognition 2.5d ago - In the night at about 2:13 from my change day to the next day (yesterday) I have got tons of tickets all at the same time process...
- 10 Aug 2022, 17:27
- Forum: Help
- Topic: Accidentially created a change on System Configuration, how to revert?
- Replies: 2
- Views: 377
Re: Accidentially created a change on System Configuration, how to revert?
Ahh thank you!
That was so hidden to me. Searched it in the deploy section not in the config section.
That was so hidden to me. Searched it in the deploy section not in the config section.
- 10 Aug 2022, 17:13
- Forum: Help
- Topic: ExternalTicketNumberRecognition correct for my usecase?
- Replies: 5
- Views: 492
Re: ExternalTicketNumberRecognition correct for my usecase?
thank you!shawnbeasley wrote: ↑10 Aug 2022, 16:36 No, you can continue to extend it indefinitely (in theory), without issue.
can you help me here?
- 10 Aug 2022, 17:11
- Forum: Help
- Topic: Confusing Users, Groups, Roles
- Replies: 4
- Views: 478
- 10 Aug 2022, 14:05
- Forum: Help
- Topic: ExternalTicketNumberRecognition correct for my usecase?
- Replies: 5
- Views: 492
Re: ExternalTicketNumberRecognition correct for my usecase?
thank you for clarification
One question is from my side still unclear.
Do I need one dynamic Field per specific rule or is one dynamic field for all external/foreign ticket numbers?
the limit of 8 is comming from the XML?
Or is it a general limit of Znuny to support only 8?
One question is from my side still unclear.
Do I need one dynamic Field per specific rule or is one dynamic field for all external/foreign ticket numbers?
the limit of 8 is comming from the XML?
Or is it a general limit of Znuny to support only 8?
- 10 Aug 2022, 13:37
- Forum: Help
- Topic: Confusing Users, Groups, Roles
- Replies: 4
- Views: 478
Re: Confusing Users, Groups, Roles
thank you for your answer.
Good checkmark for my understanding.
if this is the case the UI workflow is really strange.
The UI implies, that the user has to be assigned to a group. But the UI shall provide the steps from Users to assign Roles.
Good checkmark for my understanding.
if this is the case the UI workflow is really strange.
The UI implies, that the user has to be assigned to a group. But the UI shall provide the steps from Users to assign Roles.
- 10 Aug 2022, 12:19
- Forum: Help
- Topic: Confusing Users, Groups, Roles
- Replies: 4
- Views: 478
Confusing Users, Groups, Roles
I am trying to understand the concept of Znuny's Users, Groups and Roles mapping. Somehow I can map everything with everything. Let me try to explain my viewpoint and maybe Znuny has a different? A user has in our business one or many Roles. A role makes him to be part of specific Groups So I would ...
- 10 Aug 2022, 11:18
- Forum: Help
- Topic: Accidentially created a change on System Configuration, how to revert?
- Replies: 2
- Views: 377
Accidentially created a change on System Configuration, how to revert?
Maybe a very stupid question, but new on this topic...
I have for test purposes edited a change on:
PostMaster::CheckFollowUpModule###0600-ExternalTicketNumberRecognition
Now I am getting the notification to deploy the selected change. But I do not want to deploy this change. How can I revert it?
I have for test purposes edited a change on:
PostMaster::CheckFollowUpModule###0600-ExternalTicketNumberRecognition
Now I am getting the notification to deploy the selected change. But I do not want to deploy this change. How can I revert it?
- 10 Aug 2022, 09:45
- Forum: Help
- Topic: ExternalTicketNumberRecognition correct for my usecase?
- Replies: 5
- Views: 492
ExternalTicketNumberRecognition correct for my usecase?
I am fiddling around to find a best way to merge external ticket systems into my ticket e.g. writing to a external enterprise, they typically have a ticket system with their ID. But Znuny has it's own ticketID now I want to merge all external system unique ticketNumbers into my "one" uniqu...
- 09 Aug 2022, 19:21
- Forum: Help
- Topic: Transitions fireing automatically
- Replies: 2
- Views: 387
Re: Transitions fireing automatically
no hints here?
- 08 Aug 2022, 16:11
- Forum: Help
- Topic: Transitions fireing automatically
- Replies: 2
- Views: 387
Transitions fireing automatically
I have defined a proces, which shall do some manual steps. So from activity to activity there are transitions, but the transition shall only fire if an agent (human) is switching the process. How can I ensure, that a transition only gets fired AFTER an agent has switched manually the process Activit...
- 08 Aug 2022, 16:06
- Forum: Help
- Topic: Add a old and new Owner on TicketArticleCreate
- Replies: 4
- Views: 385
Re: Add a old and new Owner on TicketArticleCreate
There's no real way to capture the target owner. Is it a third party transferring ownership, or is the person performing the change the new or old owner? not sure if I understood you right. It is either a agent (human) or a generic agent or a process which does such a step. But mostly generic Agent...
- 08 Aug 2022, 14:25
- Forum: Help
- Topic: Add a old and new Owner on TicketArticleCreate
- Replies: 4
- Views: 385
Re: Add a old and new Owner on TicketArticleCreate
about a process but there about a TicketArticleCreate of type Note
- 08 Aug 2022, 12:26
- Forum: Help
- Topic: Add a old and new Owner on TicketArticleCreate
- Replies: 4
- Views: 385
Add a old and new Owner on TicketArticleCreate
How can I add the old and the new owner to the TicketArticleCreate? I know the variables <OTRS_OWNER_UserFirstname> <OTRS_OWNER_UserLastname> but how can I define the old respectively the old owner e.g. with a note: ownership transfered from <oldOwner> to <newOwner> blabla
- 08 Aug 2022, 12:24
- Forum: Help
- Topic: Pending time in 5d on process?
- Replies: 8
- Views: 654
Re: Pending time in 5d on process?
works now! thank you
For what is my initial Action DynamicFieldPendingTimeSet intended to be used?
The name is somehow confusing to me
For what is my initial Action DynamicFieldPendingTimeSet intended to be used?
The name is somehow confusing to me
- 08 Aug 2022, 09:34
- Forum: Help
- Topic: Pending time in 5d on process?
- Replies: 8
- Views: 654
Re: Pending time in 5d on process?
RealTillTimeNotUsed is not a ticket dynamic field..this is a one of the ticket attributes (related to ticket in pending state). You need to 1. Create a ticket dynamic field (type Date or DateTime) (whatever name is it e.g: ABC). 2. Enable it at activity dialog 3. Transition action (DynamicFieldPend...
- 07 Aug 2022, 16:24
- Forum: Help
- Topic: Pending time in 5d on process?
- Replies: 8
- Views: 654
Re: Pending time in 5d on process?
Do you attach the transition action to the transition? yes, another transition action is firing and executing (sending mail) Make sure the 'Deploy All Processes' button is clicked afterwards.. Perhaps share your Process managment (.yml) file here so others can take a look.. You can generate it via ...
- 06 Aug 2022, 23:09
- Forum: Help
- Topic: Pending time in 5d on process?
- Replies: 8
- Views: 654
Re: Pending time in 5d on process?
1. Make sure dynamic field type is ticket 2. By default, pending reminder is lowercase ohh sorry typo... I had it small lettered. So seems not to work for me Let me explain what I want to achieve. On the process step, I want to mark the ticket as a pending ticket with a pending time of 5d. Means af...
- 05 Aug 2022, 17:07
- Forum: Help
- Topic: Pending time in 5d on process?
- Replies: 8
- Views: 654
Pending time in 5d on process?
Hi there, maybe a very simple stupid question. But I cannot get the pendingTime update properly set on a process transition. Right now I am using: DynamicFieldPendingTimeSet And I set the field: RealTillTimeNotUsed as dynamic field and the status to Pending Reminder and the offset to 5d 0h 0m 0s but...
- 05 Aug 2022, 10:59
- Forum: Help
- Topic: Process with a manual or automatic ticketnumber?
- Replies: 6
- Views: 615
Re: Process with a manual or automatic ticketnumber?
okay got both entries, but is there a realistic way to solve my issue?
I do not want to have a false Ticket handling, so enabling it introduces a risk to me.
Is there a best practice to handle my need?
I do not want to have a false Ticket handling, so enabling it introduces a risk to me.
Is there a best practice to handle my need?