Hello,
It's not possible with standard reporting tool. We develop customized static reports if we need go get some specific data
Search found 380 matches
- 22 Feb 2024, 12:44
- Forum: General
- Topic: Report: For each ticket see minutes from open to locked and minutes from open to closed
- Replies: 2
- Views: 1264
- 23 Nov 2023, 21:59
- Forum: General
- Topic: How to disable event handlers?
- Replies: 2
- Views: 3628
Re: How to disable event handlers?
Hi,
Try to disable this CustomerUser::EventModulePost###2300-UpdateTickets in SysConfig
Try to disable this CustomerUser::EventModulePost###2300-UpdateTickets in SysConfig
- 07 Sep 2023, 12:05
- Forum: General
- Topic: Customer can't connect to OTRS
- Replies: 12
- Views: 7839
- 07 Sep 2023, 11:38
- Forum: General
- Topic: Move follow-up tickets in the queue of the originating ticket
- Replies: 1
- Views: 2683
Re: Move follow-up tickets in the queue of the originating ticket
Hi,
It is not possible by default, you need small custom development
It is not possible by default, you need small custom development
- 04 Mar 2022, 13:01
- Forum: Marketplace
- Topic: Radiant Mobile Agent application
- Replies: 4
- Views: 9799
- 23 Feb 2022, 19:40
- Forum: General
- Topic: Ticket lock after Note add
- Replies: 4
- Views: 1067
Re: Ticket lock after Note add
1. Show please ticket history
2. Owner is always agent anyway
2. Owner is always agent anyway
- 23 Feb 2022, 19:26
- Forum: General
- Topic: Ticket lock after Note add
- Replies: 4
- Views: 1067
- 04 Feb 2022, 19:53
- Forum: General
- Topic: Remove pending date option
- Replies: 9
- Views: 1664
- 01 Feb 2022, 14:43
- Forum: Marketplace
- Topic: Radiant Mobile Agent application
- Replies: 4
- Views: 9799
Radiant Mobile Agent application
Hello everyone! We have updated the mobile application to version 1.5.0 in Google Play and version 2.1 in Apple Store If you have problems with the app installed from play.google.com, try to install the APK from our website : https://rs4otrs.com/products/otrs-6-ce-mobile-agent?variant=42428681355434...
- 27 Jan 2022, 19:22
- Forum: General
- Topic: Ticket created as Events without ticket number
- Replies: 5
- Views: 955
Re: Ticket created as Events without ticket number
We need tickets in otrs only from known customers emails and for unknown customers, emails should create as an event in OTRS I think the above task is difficult to achieve. But at least, Every incoming email should create an event not a ticket to a particular group (helpdesk group). And the helpdes...
- 27 Jan 2022, 18:39
- Forum: General
- Topic: Ticket created as Events without ticket number
- Replies: 5
- Views: 955
Re: Ticket created as Events without ticket number
Hi,
Could you please describe your business case in details.
Could you please describe your business case in details.
- 20 Jan 2022, 11:03
- Forum: General
- Topic: Ticket integrate with CMDB
- Replies: 8
- Views: 1846
- 18 Jan 2022, 16:30
- Forum: General
- Topic: Ticket integrate with CMDB
- Replies: 8
- Views: 1846
- 13 Jan 2022, 21:30
- Forum: General
- Topic: Ticket integrate with CMDB
- Replies: 8
- Views: 1846
Re: Ticket integrate with CMDB
Please describe use case in details.
- 16 Dec 2021, 13:03
- Forum: General
- Topic: Hide Customer Users From Agents
- Replies: 4
- Views: 1338
Re: Hide Customer Users From Agents
Hi
There is no standard feature for it. You need custom development. We had the experience but for OTRS 4.
There is no standard feature for it. You need custom development. We had the experience but for OTRS 4.
- 14 Dec 2021, 23:35
- Forum: Help
- Topic: Add "BusinessArea" AD attribute in search ticket function
- Replies: 1
- Views: 631
Re: Add "BusinessArea" AD attribute in search ticket function
Hi,
1. Check DF type. It should be dropdown
2. Check DF the mapping event module is active
3. Check if there it work for one ticket at least (in ticket history)
1. Check DF type. It should be dropdown
2. Check DF the mapping event module is active
3. Check if there it work for one ticket at least (in ticket history)
- 30 Nov 2021, 19:16
- Forum: General
- Topic: Creating a dynamic field (dropdown) programmatically (MySQL)
- Replies: 5
- Views: 1427
- 30 Nov 2021, 18:42
- Forum: General
- Topic: Creating a dynamic field (dropdown) programmatically (MySQL)
- Replies: 5
- Views: 1427
- 23 Nov 2021, 22:55
- Forum: General
- Topic: The value of the dynamic field in AgentTicketPhone comes from different customer data backends
- Replies: 11
- Views: 2570
- 19 Nov 2021, 16:31
- Forum: General
- Topic: The value of the dynamic field in AgentTicketPhone comes from different customer data backends
- Replies: 11
- Views: 2570
Re: The value of the dynamic field in AgentTicketPhone comes from different customer data backends
The value of the dynamic field comes from the LDAP backend, which I have achieved, but this function can only take effect after agentticketcreate. Please describe your process or use case. I guess you don't need additional DF on ticket create screen. You just need to fill the data in Customer backe...
- 19 Nov 2021, 16:20
- Forum: General
- Topic: Show UserComment in AgentTicketSearch
- Replies: 6
- Views: 1584
Re: Show UserComment in AgentTicketSearch
It works only with TicketCreate and TicketCustomer events
- 18 Nov 2021, 20:56
- Forum: General
- Topic: Show UserComment in AgentTicketSearch
- Replies: 6
- Views: 1584
Re: Show UserComment in AgentTicketSearch
Hi,
You can use only Ticket attributes and Dynamic Fields. If you need to use Customer fields you can map them to Dynamic Field
You can use only Ticket attributes and Dynamic Fields. If you need to use Customer fields you can map them to Dynamic Field
- 13 Oct 2021, 18:27
- Forum: General
- Topic: Agent job do not send email
- Replies: 4
- Views: 1496
Re: Agent job do not send email
Hi Rodolfo,
Please share your ticket screen with article details and ticket history to be sure that generic works
Please share your ticket screen with article details and ticket history to be sure that generic works
- 11 Oct 2021, 11:36
- Forum: General
- Topic: Agent job do not send email
- Replies: 4
- Views: 1496
Re: Agent job do not send email
Hi,
Have you configured the notifications?
Have you configured the notifications?
- 04 Oct 2021, 23:36
- Forum: General
- Topic: Ticket subject in browser title
- Replies: 5
- Views: 1662
Re: Ticket subject in browser title
Kernel/Modules/AgentTicketZoom.pmmarc_fauser wrote: ↑04 Oct 2021, 22:26 We have a lot of custom changes done.
Can you tell me which file I have to modify?
I don't mind paying for it if somebody has a small solution.
- 04 Oct 2021, 18:33
- Forum: General
- Topic: Ticket subject in browser title
- Replies: 5
- Views: 1662
Re: Ticket subject in browser title
Hi,
You need small custom development.
You need small custom development.
- 18 Sep 2021, 13:44
- Forum: General
- Topic: Problem of importing AD dynamic field into ticket
- Replies: 18
- Views: 3861
Re: Problem of importing AD dynamic field into ticket
As we know, user A’s manager is user B, and both A and B are customer users. As the "Manager" field is stated as "CN=xxx,OU=xxx..." in the AD domain, which is just a field. Then how can we find and point to the real user B in OTRS? What is your business scenario? How do you want...
- 16 Sep 2021, 15:36
- Forum: General
- Topic: Problem of importing AD dynamic field into ticket
- Replies: 18
- Views: 3861
- 15 Sep 2021, 16:13
- Forum: General
- Topic: Problem of importing AD dynamic field into ticket
- Replies: 18
- Views: 3861
- 15 Sep 2021, 09:36
- Forum: General
- Topic: Problem of importing AD dynamic field into ticket
- Replies: 18
- Views: 3861
Re: Problem of importing AD dynamic field into ticket
Hi, Share your CustomerUser Map from Config.pm. Hi I have configured them,I think i missed something. Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target #[ 'UserTitle', 'Title', 'title...
- 14 Sep 2021, 09:58
- Forum: General
- Topic: Problem of importing AD dynamic field into ticket
- Replies: 18
- Views: 3861
Re: Problem of importing AD dynamic field into ticket
Hi,
Share your CustomerUser Map from Config.pm.
Share your CustomerUser Map from Config.pm.
- 13 Sep 2021, 20:25
- Forum: Help
- Topic: Help needed with errors
- Replies: 2
- Views: 790
Re: Help needed with errors
Hello,
1. LayoutCIClassReference.pm it's not original OTRS module.
2. You have some issues with Customer backend settings perhaps.
1. LayoutCIClassReference.pm it's not original OTRS module.
2. You have some issues with Customer backend settings perhaps.
- 06 Sep 2021, 12:25
- Forum: General
- Topic: Error: Request Entity Too Large
- Replies: 3
- Views: 1520
- 01 Sep 2021, 20:08
- Forum: Individual Offerings
- Topic: Looking for OTRS experts
- Replies: 5
- Views: 13174
Re: Looking for OTRS experts
I am looking or OTRS/Znuny Experts with following experiences: - Integrations of In/Out REST APIs - Extensions of UIs (Dashboards, Buttons, Menus) in OTRS - Creation of custom modules or custom commands - migration support of otrs to znuny with migration from centos back to ubunut Need real experts...
- 27 Aug 2021, 16:30
- Forum: General
- Topic: O7 Webservice Provider DynamicField Update via PowerShell
- Replies: 5
- Views: 1559
Re: O7 Webservice Provider DynamicField Update via PowerShell
Hello, You should provide TicketID inside TicketData curl -X POST https://demo/otrs/nph-genericinterface.pl/Webservice/RemoteControl/TicketUpdate -d '{ "UserLogin": "agent", "Password": "blablabla", "TicketID" : "1464", "Ticket": ...
- 17 Aug 2021, 20:02
- Forum: General
- Topic: Maximum reasonable number of dynamic fields
- Replies: 3
- Views: 1211
Re: Maximum reasonable number of dynamic fields
Hello,
There are no limitations for dynamic fields. You should consider only process and administration usabilty reasons
There are no limitations for dynamic fields. You should consider only process and administration usabilty reasons
Re: Auto BCC
Try standard SysConfig option "SendmailBcc"
https://otrs/otrs/index.pl?Action=Admin ... endmailBcc
https://otrs/otrs/index.pl?Action=Admin ... endmailBcc
- 17 Jul 2021, 16:25
- Forum: General
- Topic: An English translation of MasterSlave to JediPadawan
- Replies: 2
- Views: 1320
- 22 Jun 2021, 20:36
- Forum: General
- Topic: Ticket Review
- Replies: 2
- Views: 987
Re: Ticket Review
Hi Maurizio,
You can setup email notification with some buttons, like this. And setup postmaster filters to store customer feedback resultin dynamic field.
You can setup email notification with some buttons, like this. And setup postmaster filters to store customer feedback resultin dynamic field.
- 08 Jun 2021, 14:41
- Forum: General
- Topic: Need Help--RS4OTRS-JOSNAPI
- Replies: 12
- Views: 2503
Re: Need Help--RS4OTRS-JOSNAPI
Please share you apache and OTRS logstune6688 wrote: ↑08 Jun 2021, 14:31
I'm add your code to /etc/httpd/conf/httpd.conf, and run http://localhost/otrs/api/ticket/getslalist to test the api ,got message"Please contact the administrator!" Response "ERROR".
- 08 Jun 2021, 13:27
- Forum: General
- Topic: Need Help--RS4OTRS-JOSNAPI
- Replies: 12
- Views: 2503
Re: Need Help--RS4OTRS-JOSNAPI
Dear all I'm trying to install RS4OTRS_API Addon From Radiant.(https://rs4otrs.com/collections/free-add-ons/products/json-api) I followed the directions that for install completion in the file zzz_otrs.conf inside section <Location /otrs> write: RewriteEngine on RewriteRule "/api/(\w+)/(\w+)&q...
- 04 Jun 2021, 12:18
- Forum: Общие вопросы
- Topic: Статистика: Номера заявок в виде ссылок
- Replies: 3
- Views: 16444
Re: Статистика: Номера заявок в виде ссылок
И что получилось в итоге?
- 25 May 2021, 21:46
- Forum: Общие вопросы
- Topic: Статистика: Номера заявок в виде ссылок
- Replies: 3
- Views: 16444
Re: Статистика: Номера заявок в виде ссылок
Привет!
Мы делаем кастомные отчёты, в которых можно изобразить, что угодно, включая ссылки на тикеты. Но 1 отчёт - это отдельная задача с оплатой. Цена вопроса зависит от параметров отчёт. 650 евросов за такой аддончик ИМХО - перебор . Мы бы такой продали не дороже 100 евриков, наверное.
Мы делаем кастомные отчёты, в которых можно изобразить, что угодно, включая ссылки на тикеты. Но 1 отчёт - это отдельная задача с оплатой. Цена вопроса зависит от параметров отчёт. 650 евросов за такой аддончик ИМХО - перебор . Мы бы такой продали не дороже 100 евриков, наверное.
- 12 May 2021, 19:27
- Forum: General
- Topic: Project creation in OTRS
- Replies: 2
- Views: 1358
Re: Project creation in OTRS
Hi,
You can limit access to ticket by Queues.
You can limit access to ticket by Queues.
- 07 May 2021, 16:28
- Forum: Помощь
- Topic: Пропала возможность отвечать на сообщение автоответчика.
- Replies: 2
- Views: 15765
Re: Пропала возможность отвечать на сообщение автоответчика.
Добрый день!
А для других тикетов в этой же Очереди есть кнопка ответить для e-mail? И скриншоты экрана тикета покажите полностью
А для других тикетов в этой же Очереди есть кнопка ответить для e-mail? И скриншоты экрана тикета покажите полностью
- 26 Mar 2021, 19:17
- Forum: General
- Topic: OTRS is changing queue when customer reply
- Replies: 4
- Views: 2165
Re: OTRS is changing queue when customer reply
Hi,
The queues are your organisational and functional structure. Queues for customers are possible bad design.
But nevertheless, show the settings of your filters
The queues are your organisational and functional structure. Queues for customers are possible bad design.
But nevertheless, show the settings of your filters
- 23 Mar 2021, 11:49
- Forum: Помощь
- Topic: Aus Ticket einen Termin erstellen
- Replies: 2
- Views: 5612
Re: Aus Ticket einen Termin erstellen
Добрый день!
Вам надо настроить календарь, в котором в качестве начала и конца события задать соответствующие динамические поля.
Вам надо настроить календарь, в котором в качестве начала и конца события задать соответствующие динамические поля.
- 18 Mar 2021, 11:21
- Forum: General
- Topic: [SOLVED] Search - Customer User
- Replies: 11
- Views: 3707
Re: Search - Customer User
Hi,
Where you make a search? InIn which interface you are searching?
Where you make a search? InIn which interface you are searching?
- 12 Mar 2021, 13:21
- Forum: General
- Topic: assign services to agent
- Replies: 3
- Views: 1713
Re: assign services to agent
Hi,
You can limit agents access to Services via ACL i.e. based on Queue or agent login filters
You can limit agents access to Services via ACL i.e. based on Queue or agent login filters
- 11 Mar 2021, 19:39
- Forum: General
- Topic: (Solved) Anonymous user access to Customer.pl
- Replies: 5
- Views: 2717
Re: Anonymous user access to Customer.pl
Hi
It's possible to create custom form for ticket create with custom development.
It's possible to create custom form for ticket create with custom development.