Znuny and ((OTRS)) Community Edition

Nicsoft

Thanks! You are refering to the UserObject. That is for agents, isn't it? CustomerUserObject is for customer user I guess, am I rigth? Anyhow, it didn't work using UserObject->UserSearch. CustomerUserObject has got CustomerSearch. Tried it and it works, extremly slow as well. I found another way of ...

Nicsoft

Hello, I wonder if there is any efficient way to get a list of all customer users beloning to one customer company using the SOAP interface? The only way I can find is 1. Get a list of all customer users 2. Get a list of all companies 3. Iterate through all customer users. For each iteration, get al...

Nicsoft

Thanks!

Nicsoft

I'm bouncing this one since I haven't solved it yet.

When doing view source I found the div where the log is (I guess). It has id="Logo". Nowhere can I find any other file having "Logo" in it. I was hoping that it would specify where the file is located that I should change.

Nicsoft

No problem, thanks for your input!

Nicsoft

But this has nothing to do with removing the user from the role-list, this is about roles vs. groups. I think the UserID you are using is for the user that made the actual change and is not used for any changes of permission, rigth?

Nicsoft

Hello, I am looking for a way to remove/disconnect a user from a role using the SOAP interface. The natural place to at http://dev.otrs.org/ for this method is at Kernel::System::Group, but there is no such kind of "GroupUserRemoveRole"-method. Is there a method that's not specified in the...

Nicsoft

Bug filed: http://bugs.otrs.org/show_bug.cgi?id=7593

Nicsoft

What I want to do is more or less exactly what is specified: Post user id and get an associative array back with [roleid] => rolename. The text is actually not correct anyway I think; the key should probably be the role-id and the value role name but in reality it's actually the user ID that is retu...

Nicsoft

Hi, I am trying to get a list of roles that a user is belonging to via SOAP. According to the definition at http://dev.otrs.org/ Kernel::System::Group::GroupUserRoleMemberList() the result should be like this: Result: HASH -> returns a hash of key => group id, value => group name This is the functio...

Nicsoft

Hello, I have searched for an anwser to this but haven't found any. A bit strange since this feels like vital and basic info for statistics from a ticketing tool. I want to create some statistics about ticket (incident) states for a period of time. I.e. I want to know how many ticket were in each st...

Nicsoft

Can you screen shot for me? Don't quite know which logo you are referring to See my updated post, screenshot included. It's the OTRS-log I want to change. Also, I printed the $Config{"Frontend::WebPath"} which equals "/otrs-web/" and it doesn't exist at all. If I change to the f...

Nicsoft

Hello, I know this has been asked an answered before, but I don't get it to work so I post this question in order to, hopefully, get some help. I have created my own custom theme that works perfectly well for the intended customer. What I want to do is to change the logo. I have already managed to c...

Nicsoft

Hello, For the sake of easyness of administration when a lot of configuration is needed in the Config.pm, I would like to create a directury structure in which I can have configuration files for different customers or groups. How do I include or reference those from the Config.pm file in order for t...

Nicsoft

Thank you for your answer! Not sure I'm following what you are saying. Could I match the queue-properties and then filter what types that I should present but not the other way around (the way I want it)? If that's the case, I guess it's not possible to achieve what I want, is it? (I have gotten inf...

Nicsoft

Bouncing on this one. Anyone having any solution for this? I have managed to hide all queues removing everything in properties like this: $Self->{TicketAcl}->{'ACL-hide-queues'} = { Properties => { //Empty }, # hide the queues's for types PossibleNot => {Ticket => { Queue => ['[RegExp]^*'] }, }, }; ...

Nicsoft

Hello! In the Customer Web -> New Ticket I want the queues to be filtered based on what ticket type the customer has selected. I have managed to get the similar thing to work where the service list is filtered based on what queue the customer chose, but this on I stay without luck so far. Here is my...

Nicsoft

You're rigth, customers should remember their tickets.

Nicsoft

Strange. Seems obvious that one would like to sort out "my incidents" and not having those mixed up with "my RfCs". Is there no other way to achieve this?

Nicsoft

Hello! How can I configure so a customer can search/filter tickets based on ticket type? In SysConfig I found this Ticket::Frontend::CustomerTicketSearch###TicketFreeText but I don't know if this is the correct configuration to use and I cannot find information about what the key-values are. Please ...

Nicsoft

Hello! I am trying to change the state of a ticket using an approve-workorder. The user is having both itsm-change and itsm-change-manager assigned (via roles that are associated with those groups). My problem is that the state is never changed, even though the conditions are met. Please find a scre...

Nicsoft

Ok!

So not even ACL can be used for this?

Are there any plans for developing support for this?

Nicsoft

Hello! I would like to configure so agents belonging to one group can see only changes that belongs to that group. Now, alla agents with itsm-change-privilege can see all changes. Since I am setting up a multi-company solution this is of course not good since one company should not see another compa...

Nicsoft

"Work around": http://bugs.otrs.org/show_bug.cgi?id=7121

Nicsoft

Hello!

Is it possible to associate SLA with priority of a ticket? How in that case?

Thanks!

Nicsoft

Hello!

I would like to configure so incidents are routed to a queue intended for incidents (or problems or any other category...). If not possible, what is the best practice for sorting out incidents, or other categories, by the agent.

Thanks!

Nicsoft

Hello! I am trying to configure so some states are not accesible for some groups/companies. I don't get it to work, the option "open" is still used. I know open should normally be there, but this is for trying only. Here's how I do it: $Self->{TicketAcl}->{'ACL-Name-6'} = { Properties => {...

Nicsoft

Thank you! This I have already done. What I would like to do is to remove the dash (-) from the list making it a bit cleaner. This will help med with some customers: http://forums.otrs.org/viewtopic.php?f=62&t=4830#p25069 (Thank you, very useful post) But still for others I may need to provide a...

Nicsoft

Thank you, we found the same faq at the same time. I will look into this.

Nicsoft

I'm having the same problem. Anyone having any ideas? This is what I get in the apache log: [Tue May 17 21:53:05 2011] [error] [Tue May 17 21:53:05 2011] -e: Can't locate object method "OptionStrgHashRef" via package "Kernel::Output::HTML::Layout" at /opt/otrs//Kernel/Modules/Age...

Nicsoft

I think I found the answer here (point 3 and 4): http://faq.otrs.org/otrs/public.pl?Acti ... &ItemID=68

I will try it out but it seems to be the solution.

Nicsoft

Thank you for your reply.

How can I use ACL for this?

Nicsoft

Hi! I am using OTRS:ITSM 3.0.1. I want to configure different states for different companies in a multi-company setup. Usually, different companies have different needs for states. I want to do this for Incident, Problem and Change. I couldn't find anything about this in the OTRS documentation. How ...

Nicsoft

Hi,

Thanks for your answer.

I am aware of that, but I thougth there may have been some problems since the UserTheme was refering to something I couldn't choose.

Anyhow, I did create a new custom theme and associated that one with the customer. Now it seems to be working properly.

Thanks!

Nicsoft

Thank you for you answer!

My intention is that there should be only one queue for each group/user. Hence, the first queue is the only choice. Is there a work-around?

Nicsoft

Hello! After the upgrade to OTRS 3.0, I can no longer chose the custom theme. The problem I'm having is that a user is still having UserTheme assigned to the custom theme. When trying to configuring the them for the user I don't have the custom theme in the drop down list. Not in any SysConf paramet...

Nicsoft

Hello! I am trying to configure the customer web so the correct queues are presented for the rigth customer and group when creating a new ticket. I don't manage to get following to work: 1. Sub queues are still visible even though I have defined them not to be. 2. I can't remove the '-' from the lis...

Nicsoft

Is this fixed in OTRS 3? How do I configure it if that is the case?

Thanks!

Nicsoft

Hello! I am using OTRS:ITSM 3.0.1. When accessing the customer interface the page is using a custom theme I have creating quite some time ago and when I had OTRS 2.4 installed. I don't want to use this custom interface anymore. I did try to remove the actual directory and files with my custom them, ...

Nicsoft

Perfect, thank you!

It would be nice if one could link when creating a change as you do when creating an incident.

/Niklas

Nicsoft

Hello,

How do I link incidents, problems and changes with config items? It would be good to get statistics showing how many incidents are related to different config items.

Also, is it possible to link service to what components they are built up from?

Thanks and Regards,
Niklas

Nicsoft

I'm using OTRS 2.4.7, ITSM 2.0.2.

The GOAL is just to evaluate the simpler version. I did solve it however, I just need to configure my settings and set the theme to "Simple" (I think it's named, translated from my language) that comes with OTRS.

/Niklas

Nicsoft

Hello, I know I have read somewhere before that it is possible to configure the interface to some kind of “lite” or simpler look. Now, I cannot find any information about that when googling around and searching this forum. Perhaps I’m using the incorrect words... So, my questions are: 1. It’s the Ag...

Nicsoft

I have been looking into this as well, and it does not look like you have this sort of flexibility in the theme... Hm, ok! Guess we can't use OTRS for Service Desk functionality where the end-user/consumer contacts the Service Desk via Customer Web Form then, too unuser-friendly for that. Perhaps O...

Nicsoft

Thank you for your answer! Good information the thread you're pointing at! Ok, I see. Thinking about that you got the suggestion creating your own form on the thread that you are pointing at, can I assume that it is not possible to use themes in order to achieve what I'm lookinhg for? Regards, Niklas

Nicsoft

Agreed! Is themes a way to go if I'd like to create this kind of behaviour? Or is themes just handling the graphical look? (I've started to look into that, but haven't gotten that far yet) If you think about a scenario where OTRS should be the interface to a service desk, I think it is important tha...

Nicsoft

I think this should be under the "Development" so I created a new post for this one: http://forums.otrs.org/viewtopic.php?f=64&t=5692

Also, it's updated based on my recent progress.

/N

Nicsoft

Hello, I'm really stuck with this one and hope someone can help out, or at least point me in the right direction. I am working with creating my own theme in order to get the Customer Web customized according to some requirements. It’s the “New Ticket” form I am working on. I have managed to get cust...

Nicsoft

Thanks for your answer!

In the scenario I am thinking about, there can only be one SLA per service per customer.

Rebards,
Niklas

Nicsoft

Hello, I have created a service which has a SLA associated. When the customer creates a new ticket via the Customer Web, I would like the SLA to be automatically chosen when the user has chosen a service. It's an unecessary step for the user to choose SLA, and if it's a bigger company it may not be ...

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