Search found 380 matches

by alexus
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: 188

Re: Report: For each ticket see minutes from open to locked and minutes from open to closed

Hello,

It's not possible with standard reporting tool. We develop customized static reports if we need go get some specific data
by alexus
23 Nov 2023, 21:59
Forum: General
Topic: How to disable event handlers?
Replies: 2
Views: 2508

Re: How to disable event handlers?

Hi,

Try to disable this CustomerUser::EventModulePost###2300-UpdateTickets in SysConfig
by alexus
07 Sep 2023, 12:05
Forum: General
Topic: Customer can't connect to OTRS
Replies: 12
Views: 6551

Re: Customer can't connect to OTRS

Hello,

You need change

Code: Select all

CustomerID => 'mail',
to proper AD attribute at least
by alexus
07 Sep 2023, 11:38
Forum: General
Topic: Move follow-up tickets in the queue of the originating ticket
Replies: 1
Views: 1642

Re: Move follow-up tickets in the queue of the originating ticket

Hi,

It is not possible by default, you need small custom development
by alexus
04 Mar 2022, 13:01
Forum: Marketplace
Topic: Radiant Mobile Agent application
Replies: 4
Views: 8008

Re: Radiant Mobile Agent application

dchrichard wrote: 04 Mar 2022, 12:18
Are there plans to support Znuny 6.1.x and or 6.2.x?
Yep)))
by alexus
23 Feb 2022, 19:40
Forum: General
Topic: Ticket lock after Note add
Replies: 4
Views: 999

Re: Ticket lock after Note add

1. Show please ticket history
2. Owner is always agent anyway
by alexus
23 Feb 2022, 19:26
Forum: General
Topic: Ticket lock after Note add
Replies: 4
Views: 999

Re: Ticket lock after Note add

Lionboy wrote: 23 Feb 2022, 16:54 Hello,

Anyone can help me how to disable ticket lock after a note is add by agent? And owner remain as customer not as agent?

Thanks
Hi,

Disable this option Ticket::Frontend::AgentTicketNote###RequiredLock
by alexus
04 Feb 2022, 19:53
Forum: General
Topic: Remove pending date option
Replies: 9
Views: 1572

Re: Remove pending date option

sanojs wrote: 02 Feb 2022, 16:53 I am doing testing in OTRS before presenting the customer.

Understanding all features before that.

No way to remove pending date?
Do you have experience using a calendar without dates and times?
by alexus
01 Feb 2022, 14:43
Forum: Marketplace
Topic: Radiant Mobile Agent application
Replies: 4
Views: 8008

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...
by alexus
27 Jan 2022, 19:22
Forum: General
Topic: Ticket created as Events without ticket number
Replies: 5
Views: 900

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...
by alexus
27 Jan 2022, 18:39
Forum: General
Topic: Ticket created as Events without ticket number
Replies: 5
Views: 900

Re: Ticket created as Events without ticket number

Hi,

Could you please describe your business case in details.
by alexus
20 Jan 2022, 11:03
Forum: General
Topic: Ticket integrate with CMDB
Replies: 8
Views: 1683

Re: Ticket integrate with CMDB

1802932 wrote: 20 Jan 2022, 01:13 I already my CMBD with my computer, I need discover as connect computer with ticket.
Just use Link option in a ticket or in CI.
by alexus
18 Jan 2022, 16:30
Forum: General
Topic: Ticket integrate with CMDB
Replies: 8
Views: 1683

Re: Ticket integrate with CMDB

1802932 wrote: 14 Jan 2022, 18:46 I already have computers in cmbd, now I want that the user put the number asset, because there are in machine, and connect with machine automatic.

Are there some way free?
How do you plan to connect assets?
by alexus
13 Jan 2022, 21:30
Forum: General
Topic: Ticket integrate with CMDB
Replies: 8
Views: 1683

Re: Ticket integrate with CMDB

Please describe use case in details.
by alexus
16 Dec 2021, 13:03
Forum: General
Topic: Hide Customer Users From Agents
Replies: 4
Views: 1262

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.
by alexus
14 Dec 2021, 23:35
Forum: Help
Topic: Add "BusinessArea" AD attribute in search ticket function
Replies: 1
Views: 597

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)
by alexus
30 Nov 2021, 19:16
Forum: General
Topic: Creating a dynamic field (dropdown) programmatically (MySQL)
Replies: 5
Views: 1343

Re: Creating a dynamic field (dropdown) programmatically (MySQL)

vincentb wrote: 30 Nov 2021, 19:02 I'm looking for a simple/quick solution, i.e. just a basic use of SQL for creating and/or updating some appropriate field with some appropriate value.
Check "config" column in dynamic_field table
by alexus
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: 2319

Re: The value of the dynamic field in AgentTicketPhone comes from different customer data backends

tune6688 wrote: 23 Nov 2021, 13:34 CI from GLPI
CI means Config Item? How is CI from GLPI related to LDAP Customer User backend?
by alexus
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: 2319

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...
by alexus
19 Nov 2021, 16:20
Forum: General
Topic: Show UserComment in AgentTicketSearch
Replies: 6
Views: 1508

Re: Show UserComment in AgentTicketSearch

It works only with TicketCreate and TicketCustomer events
by alexus
18 Nov 2021, 20:56
Forum: General
Topic: Show UserComment in AgentTicketSearch
Replies: 6
Views: 1508

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
by alexus
13 Oct 2021, 18:27
Forum: General
Topic: Agent job do not send email
Replies: 4
Views: 1345

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
by alexus
11 Oct 2021, 11:36
Forum: General
Topic: Agent job do not send email
Replies: 4
Views: 1345

Re: Agent job do not send email

Hi,


Have you configured the notifications?
by alexus
04 Oct 2021, 23:36
Forum: General
Topic: Ticket subject in browser title
Replies: 5
Views: 1513

Re: Ticket subject in browser title

marc_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.
Kernel/Modules/AgentTicketZoom.pm
by alexus
04 Oct 2021, 18:33
Forum: General
Topic: Ticket subject in browser title
Replies: 5
Views: 1513

Re: Ticket subject in browser title

Hi,

You need small custom development.
by alexus
18 Sep 2021, 13:44
Forum: General
Topic: Problem of importing AD dynamic field into ticket
Replies: 18
Views: 3517

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...
by alexus
16 Sep 2021, 15:36
Forum: General
Topic: Problem of importing AD dynamic field into ticket
Replies: 18
Views: 3517

Re: Problem of importing AD dynamic field into ticket

tune6688 wrote: 16 Sep 2021, 15:29
By the way,The Manager field how to link to a customeruser ?
What do you mean by "link"?
by alexus
15 Sep 2021, 16:13
Forum: General
Topic: Problem of importing AD dynamic field into ticket
Replies: 18
Views: 3517

Re: Problem of importing AD dynamic field into ticket

tune6688 wrote: 15 Sep 2021, 14:50
As you said, I did it.But Noting happend! I distrust that something else is wrong. Could you kindly check it for me? Thanks for your kind reply!
Share the ticket with customer info and ticket history
by alexus
15 Sep 2021, 09:36
Forum: General
Topic: Problem of importing AD dynamic field into ticket
Replies: 18
Views: 3517

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...
by alexus
14 Sep 2021, 09:58
Forum: General
Topic: Problem of importing AD dynamic field into ticket
Replies: 18
Views: 3517

Re: Problem of importing AD dynamic field into ticket

Hi,

Share your CustomerUser Map from Config.pm.
by alexus
13 Sep 2021, 20:25
Forum: Help
Topic: Help needed with errors
Replies: 2
Views: 652

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.
by alexus
06 Sep 2021, 12:25
Forum: General
Topic: Error: Request Entity Too Large
Replies: 3
Views: 1323

Re: Error: Request Entity Too Large

Hello,

Check you webserver settings - https://www.cyberciti.biz/faq/linux-uni ... too-large/
by alexus
01 Sep 2021, 20:08
Forum: Individual Offerings
Topic: Looking for OTRS experts
Replies: 5
Views: 11450

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...
by alexus
27 Aug 2021, 16:30
Forum: General
Topic: O7 Webservice Provider DynamicField Update via PowerShell
Replies: 5
Views: 1405

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": ...
by alexus
17 Aug 2021, 20:02
Forum: General
Topic: Maximum reasonable number of dynamic fields
Replies: 3
Views: 1058

Re: Maximum reasonable number of dynamic fields

Hello,

There are no limitations for dynamic fields. You should consider only process and administration usabilty reasons
by alexus
26 Jul 2021, 16:27
Forum: General
Topic: Auto BCC
Replies: 1
Views: 836

Re: Auto BCC

Try standard SysConfig option "SendmailBcc"
https://otrs/otrs/index.pl?Action=Admin ... endmailBcc
by alexus
22 Jun 2021, 20:36
Forum: General
Topic: Ticket Review
Replies: 2
Views: 817

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.
ad3642c4ba.png
by alexus
08 Jun 2021, 14:41
Forum: General
Topic: Need Help--RS4OTRS-JOSNAPI
Replies: 12
Views: 2229

Re: Need Help--RS4OTRS-JOSNAPI

tune6688 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".
Please share you apache and OTRS logs
by alexus
08 Jun 2021, 13:27
Forum: General
Topic: Need Help--RS4OTRS-JOSNAPI
Replies: 12
Views: 2229

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...
by alexus
25 May 2021, 21:46
Forum: Общие вопросы
Topic: Статистика: Номера заявок в виде ссылок
Replies: 3
Views: 10567

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 :D . Мы бы такой продали не дороже 100 евриков, наверное.
by alexus
12 May 2021, 19:27
Forum: General
Topic: Project creation in OTRS
Replies: 2
Views: 1119

Re: Project creation in OTRS

Hi,

You can limit access to ticket by Queues.
by alexus
07 May 2021, 16:28
Forum: Помощь
Topic: Пропала возможность отвечать на сообщение автоответчика.
Replies: 2
Views: 9677

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
by alexus
26 Mar 2021, 19:17
Forum: General
Topic: OTRS is changing queue when customer reply
Replies: 4
Views: 2025

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
by alexus
23 Mar 2021, 11:49
Forum: Помощь
Topic: Aus Ticket einen Termin erstellen
Replies: 2
Views: 4351

Re: Aus Ticket einen Termin erstellen

Добрый день!

Вам надо настроить календарь, в котором в качестве начала и конца события задать соответствующие динамические поля.
by alexus
18 Mar 2021, 11:21
Forum: General
Topic: [SOLVED] Search - Customer User
Replies: 11
Views: 3487

Re: Search - Customer User

Hi,

Where you make a search? InIn which interface you are searching?
by alexus
12 Mar 2021, 13:21
Forum: General
Topic: assign services to agent
Replies: 3
Views: 1629

Re: assign services to agent

Hi,

You can limit agents access to Services via ACL i.e. based on Queue or agent login filters
by alexus
11 Mar 2021, 19:39
Forum: General
Topic: (Solved) Anonymous user access to Customer.pl
Replies: 5
Views: 2574

Re: Anonymous user access to Customer.pl

Hi

It's possible to create custom form for ticket create with custom development.