Znuny and ((OTRS)) Community Edition

fbobraga

My bad: not looked there after setup the default theme, like sad in http://doc.otrs.org/2.4/en/html/c2079.html , and it really doesn't exists after that... you can try to look (and clean) it in the table customer_preferences on your (MySQL?) DB

fbobraga

tgilles wrote:Set X-ORTS-Queue: <?????????WHAT GOES HERE???????>

I also don't know this: the queue name? or ID?

fbobraga

After a customer login, he can change it in the "Preferences" section

fbobraga

after the customer is logged in, the next screens still use the header and footer templates/css from the 'Standard' template/directory. OTRS is taking the theme from the customer preferences (probably the theme in customer preferences was set before the default theme was choosen for this customer)

fbobraga

Should I consider internal none IT users who will raise tickets as customer users? Non helpdesk members shoud be customer users ( only helpdesk members are agents ) For more info, look at: http://doc.otrs.org/2.4/en/html/x1045.html and http://doc.otrs.org/2.4/en/html/x1157.html (and http://doc.otrs...

fbobraga

tisar wrote:You can simply deactivate the field in the sysconfig.

on the FAQ -> Core::Item

fbobraga

I think it's not possible... using a dropdown with 2 options is not a viable option?

fbobraga

Create a http://doc.otrs.org/developer/2.4/en/ht ... ation-file to do it

fbobraga

The related template file is Kernel/Output/HTML/Standard/ Login.dtl - but don't modify it directly: copy and modify it in your own theme. To create your theme, see: http://doc.otrs.org/2.4/en/html/c2079.html (after create, just set it to the default in your Config.pm by using $Self->{'DefaultTheme'}...

fbobraga

I modify my config.pm but i have all objet (user group, PC, ...) of my active directory in my OTRS so how i can delete the wrong element I have in my OTRS customer list all active directory objet (user groupe, pc, users, ...) There are two sections on Config.pm related to it: Auth (through $Self->{...

fbobraga

Seems that you are using it in wrong place: I'm trying this command: #$Self->{' Customer::AuthModule ::LDAP::AlwaysFilter'} = '()'; The place used in my Config.pm : $Self->{ CustomerUser } = { Host => (...) (...) Params => { (...) AlwaysFilter => '(&(objectCategory=User)(objectClass=User))' (......

fbobraga

Hi? My Locked ticket link shows I have zero (0) locked tickets yet I have some I have locked. on clicking on the link it directs me to the locked tickets but the problem is it shows zero at the link but still directs me to all my locked tickets.Earlier on it used to work. Hi, did you resolve this i...

fbobraga

It means that there is no configuration way, right?

.. something like it is already implemented on OTRS 3, or it can be a feature request?

fbobraga

Is there a way to restrict services in the dropdown , in the the Phone-Ticket screen , based on the queue ("To:" field) selected? I don't need to display all of them to the agents if he already selected a queue, only a sub-set of it. (the http://doc.otrs.org/itsm/2.0/en/html/x514.html only...

fbobraga

see: http://forums.otrs.org/viewtopic.php?f= ... 31&p=22698

(please use the forum's search feature before posting...)

fbobraga

... you can achieve this by setting a custom translation/Language file: http://doc.otrs.org/developer/2.4/en/ht ... ation-file

fbobraga

(...) making it possible to customize the customer interface a bit more would make it even more powerfull and usable. (...) This is the "primary why" that our choose is not to use the OTRS's customer web interface to open tickets at all (only by phone/mail and custom webform - take a look...

fbobraga

jtmellema wrote:(...) OTRS can only handle a granularity of one hour.(...)

I didn't notice this problem up to now (since it doesn't happen to our work time), but it's a real big problem if it's that way (and AFAIK, it is)...

fbobraga

How are your server getting mails? From a POP3 account?

fbobraga

Oh :( So this: The only thing i want is that the customer shouldn't choose anything. All Tickets should go into otrs standard adress -> then they should automatically filtered into the Queues. is not possible? The Customer must chooes to what Queue he want to write? Some other options: you can leav...

fbobraga

Now I've see that it's possible: http://forums.otrs.org/viewtopic.php?f=61&t=5507

fbobraga

where is that at? Me and another guy are working with this so I will confirm with him Setup: - http://doc.otrs.org/2.4/en/html/c1572.html#email-sending (for SMTP settings) - "Admin" > "Email Addresses" - "Admin" > "Queues" > "Systemaddress" (for eac...

fbobraga

it's not a feature request for http://bugs.otrs.org/ ?

fbobraga

AFAIK, every new mail becomes a follow up (independently of the ticket state) if:
- there is the ticket number in the Subject line of the e-mail
- the queue is configured for it (setup: "possible" on "Follow up Option:", in the "Admin" > "Queues")

fbobraga

aapink1209 wrote:(...) it shows open tickets for everyone in that department which then makes it really difficult to see if that user already has an open ticket.

Have you found an issue with this?

It (grouping tickets by department) is expected here

fbobraga

Read the docs for a quick info: http://doc.otrs.org/2.4/en/html/ (the "documentation" word is exaggerated, it's really short...)

(the "queue" section: http://doc.otrs.org/2.4/en/html/x1184.html)

fbobraga

suggestion: store the docs somewhere and ad "links" (text pointing them) to CI

fbobraga

crythias wrote:OTRS assumes each and every email that does not have a ticket number is a new ticket.
(...)

by "does not have a ticket number" you mean not having the ticket number in the Subject line of the e-mail?

fbobraga

This may help: http://forums.otrs.org/viewtopic.php?f= ... ets#p22048

fbobraga

(...) 2) I also need to integrate logins to Active Directory, bearing in mind that I'm running the Windows version, can this be easily achieved? Do I need to create the user first or once active directory integrated are all users automatically integrated? You need to change Config.pm file. Once don...

fbobraga

I think it's not possible in that way, but you can set different services to different locations/hw to achieve this

fbobraga

This may Help: http://forums.otrs.org/viewtopic.php?f= ... 75&p=22186

fbobraga

see: http://wiki.otrs.org/index.php?title=No ... has_closed

fbobraga

if you have changed $Self->{'AuthModule'} to LDAP, back it temporary to BD: this will alow you to use the root@localhost account

fbobraga

jojo wrote:it does, just have a look on the ticket Zoom above the article tree

ops: found now the "Article Filter: Set" link in the Ticket Zoom page.

Thanks

fbobraga

Thats not possible. But you can activate an article Filter via SysConfig in TicketZoom, which allows you to show only wanted article types to the agent How i can setup it ("activate an article Filter")? Just setting the Ticket -> Frontend::Agent::Ticket::ViewZoom###TicketArticleFilter to ...

fbobraga

scorpioncf wrote:My my.ini file :

# Example MySQL config file for medium systems.
# (...)

... you can/must use code tags/bbcodes for this: http://www.phpbb.com/community/faq.php?mode=bbcode#f2r1

fbobraga

What is happening? No service is showed in the dropdown after the customer is selected? If so, this may help: http://forums.otrs.org/viewtopic.php?f= ... 03&p=22559

fbobraga

I installed OTRS 2.4.7 and it appears to be working ok. I can access it on the server or from the workstations on the LAN. I installed the iPhone Handle 0.93 and loaded the iPhone app. from the iTunes App store. When I try to connect to the OTRS server from the iPhone, I keep getting an initializat...

fbobraga

The services must be associated to customers (it can be defaulted to all customers): setup it in the Customer Users <-> Services of the Admin Area

fbobraga

http://forums.otrs.org/viewtopic.php?f=61&t=5576

fbobraga

Duplicate of http://forums.otrs.org/viewtopic.php?f=53&t=5574

fbobraga

this setting, in the sysconfig, may help: Ticket -> Frontend::Customer::Ticket::ViewNew -> CustomerPanelSelectionString

fbobraga

I guess the issue is related to this entries, in your Config.pm: $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=OTRSAllow,CN=users,DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; ... try to comment the...

fbobraga

the relation between costumers and services is on the section Customer Users <-> Services in the admin panel

* sorry by "reviving" an old thread - I did it for the only purpose of further documenting it

fbobraga

http://wiki.otrs.org/index.php?title=Us ... _customers

fbobraga

The configuration of the "7 Day Stats" are in the Ticket -> Frontend::Agent::Dashboard -> DashboardBackend###0250-TicketStats (and not on the Core::Stats::Graph - that is related to the graphs generated by the AgentStats section, not the AgentDashboard setion)

fbobraga

Please mark the topic solved (editing the subject if the first post)

fbobraga

I want to know how to do it, too

fbobraga

usman wrote:(..)
-Not sure if this is relevant but under System>Email Addresses I have the default email address set by the system i.e. otrs@localhost
(...)

try to change it (in my case, since the beginning of the tests, it was configured)

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