Search found 358 matches

by alexus
13 Oct 2021, 18:27
Forum: General
Topic: Agent job do not send email
Replies: 4
Views: 120

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: 120

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: 155

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: 155

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: 432

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: 432

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: 432

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: 432

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: 432

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: 110

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: 168

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: 323

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: 203

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: 185

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: 138

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: 186

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: 466

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: 466

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: 696

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: 564

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: 1024

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: 1033

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: 1187

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: 1470

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: 873

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: 1165

Re: Anonymous user access to Customer.pl

Hi

It's possible to create custom form for ticket create with custom development.
by alexus
25 Feb 2021, 19:30
Forum: General
Topic: Show_Hide Dynamic Fields
Replies: 7
Views: 1322

Re: Show_Hide Dynamic Fields

Hi,

Please describe your need in details - what where how it should works?
by alexus
24 Feb 2021, 14:39
Forum: General
Topic: OTRS Group Discontinues Its Community Edition Until Further Notice
Replies: 1
Views: 956

OTRS Group Discontinues Its Community Edition Until Further Notice

Does anyone understand what they mean by that 8) ? https://corporate.otrs.com/otrs-group-discontinues-its-community-edition-until-further-notice/ OTRS Group Discontinues Its Community Edition Until Further Notice Cupertino, February 24, 2021 – OTRS Group is taking immediate advantage of the innovati...
by alexus
22 Feb 2021, 15:03
Forum: General
Topic: Watched / favorites tickes in OTRS?
Replies: 4
Views: 1068

Re: Watched / favorites tickes in OTRS?

jojo wrote: 22 Feb 2021, 14:00 Check the setting Ticket::Watcher
This is a better solution than "Ticket::Responsible". But it depends on your goals

You can also try some commercial addons i.e. https://youtu.be/NqASonsoRhk
by alexus
06 Feb 2021, 20:56
Forum: Help
Topic: Migration of Plugins
Replies: 3
Views: 523

Re: Migration of Plugins

Hi,

For minot update you should't reinstall third party plugins
by alexus
29 Jan 2021, 11:46
Forum: Help
Topic: OTRS No TicketID is given!
Replies: 9
Views: 1076

Re: OTRS No TicketID is given!

problems with database consistence. That possible... Article storage is file storage in another AWS EC2 instance, mounted to OTRS as NFS. Article size is 78G. DB is on Galera cluster, and all query goes via proxysql to Galera. DB size is - otrs | 6145.83963398 in Mb. At the same time, other service...
by alexus
28 Jan 2021, 16:08
Forum: Help
Topic: OTRS No TicketID is given!
Replies: 9
Views: 1076

Re: OTRS No TicketID is given!

Black Linux Magic or problems with database consistence.
by alexus
27 Jan 2021, 23:13
Forum: Help
Topic: OTRS No TicketID is given!
Replies: 9
Views: 1076

Re: OTRS No TicketID is given!

Hi,

It looks like there is no that Article in the database.
arberod wrote: 26 Jan 2021, 15:47 Message: No such article (TicketID=146594, ArticleID=898238)!
by alexus
27 Jan 2021, 22:55
Forum: General
Topic: Change Client automatically when users create ticket via Email
Replies: 1
Views: 530

Re: Change Client automatically when users create ticket via Email

Hi,

You can use PostMaster Filters to find customer email in the email and set this email as a customer login
6832075ebc.png
by alexus
27 Jan 2021, 18:16
Forum: Help
Topic: Chat Communication Channel
Replies: 3
Views: 563

Re: Chat Communication Channel

Hi,

Another option is dropdown Dynamic Field. Just setup this DF i.e. with name Source and select values anywhere - AgentPhoneNew, TicketZoom actions.
Benefits of this solution - easy reporting by Source
by alexus
27 Jan 2021, 16:09
Forum: General
Topic: Ticket escalations, notificate to different agents by escalation times
Replies: 3
Views: 761

Re: Ticket escalations, notificate to different agents by escalation times

jbaptiste wrote: 26 Jan 2021, 22:18 should the agent select tickets by for example escalation time, "ticket escalation time reached with the next xxx minutes" and then on update/add ticket attributes set the name of the dynamic field ?
Yes, exactly!
by alexus
22 Jan 2021, 16:33
Forum: Help
Topic: Hide response from customer
Replies: 2
Views: 343

Re: Hide response from customer

Hi,

Try to clear cache

Code: Select all

sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete
sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Loader::CacheCleanup
by alexus
22 Jan 2021, 16:10
Forum: Помощь
Topic: Отключение обязательных полей при закрытии заявки
Replies: 10
Views: 1892

Re: Отключение обязательных полей при закрытии заявки

Есть ещё вот такой аддон, там можно свою матрицу статусов и некоторые действия настроить для каждого типа тикета
https://rs4otrs.com/products/advanced-t ... 594b&_ss=r
by alexus
22 Jan 2021, 16:07
Forum: General
Topic: [Solved] ConfigItem Update
Replies: 41
Views: 4109

Re: ConfigItem Update

Hi,

There is a build-in web-service
818f727d75.png
by alexus
22 Jan 2021, 12:13
Forum: General
Topic: Ticket escalations, notificate to different agents by escalation times
Replies: 3
Views: 761

Re: Ticket escalations, notificate to different agents by escalation times

Hi,

1. Create 2 dynamic fields, i.e. - AgentEscTrigger and MgrEscTrigger
2. Create 2 Generic agent job to check escalation and to set the triggers
3. Create 2 notification on event TicketDynamicFieldUpdate_(TriggerName)

That's it))
by alexus
22 Jan 2021, 11:48
Forum: Помощь
Topic: Отключение обязательных полей при закрытии заявки
Replies: 10
Views: 1892

Re: Отключение обязательных полей при закрытии заявки

Я не на самом деле не понимаю, что Вы хотите сделать.
В OTRS кнопка Ответить - это ответ по почте клиенту по тикету. Если надо назначить тикет на другую рабочую группу в OTRS, то надо просто изменить Очередь. Для чёткого понимания опишите детально весь процесс обработки тикета.
by alexus
21 Jan 2021, 22:15
Forum: General
Topic: Add-on otrs 6 - hints or self-assistance
Replies: 8
Views: 1108

Re: Add-on otrs 6 - hints or self-assistance

You should check JS scripts also. It looks like a custom whith JS in /opt/otrs/Custom/Kernel/Output/HTML/Templates/Standard/AgentTicketProcess.tt
by alexus
21 Jan 2021, 18:44
Forum: Помощь
Topic: Отключение обязательных полей при закрытии заявки
Replies: 10
Views: 1892

Re: Отключение обязательных полей при закрытии заявки

Там нельзя. А чём смысл ответа без темы и без текста?
by alexus
21 Jan 2021, 18:42
Forum: General
Topic: Add-on otrs 6 - hints or self-assistance
Replies: 8
Views: 1108

Re: Add-on otrs 6 - hints or self-assistance

It looks like a custom development not in addons. It would be great if you provide screenshot in english.
by alexus
21 Jan 2021, 14:57
Forum: Помощь
Topic: Отключение обязательных полей при закрытии заявки
Replies: 10
Views: 1892

Re: Отключение обязательных полей при закрытии заявки

День добрый!

Вы пишете в теме про ЗАКРЫТИЕ тикета, а теле - про ОТВЕТ. Это в разные окна точно. Ответ в почту точно не может быть без темы и тела письма.
by alexus
21 Jan 2021, 12:33
Forum: General
Topic: OTRS 5.0 API Reference Perl
Replies: 3
Views: 743

Re: OTRS 5.0 API Reference Perl

Hi,

... or this - https://doc.radiantsd.com