Search found 189 matches

by Mothra
23 Apr 2014, 12:31
Forum: Help
Topic: Editing Criticality and Impact
Replies: 4
Views: 4392

Re: Editing Criticality and Impact

So.. I figured out that the Dynamic Field entries need to supply the key that maps to the id value in the General Catalog table. In my installation, ITSM::Core::Impact values are 6, 7, 8, 9, 10 for 1 -5 repsectively. This means that in Dynamic Fields, I need the following mappings for the Impact fie...
by Mothra
23 Apr 2014, 11:46
Forum: Help
Topic: Editing Criticality and Impact
Replies: 4
Views: 4392

Re: Editing Criticality and Impact

-- bump -- Still facing this issue - anyone have a solution? If I go into these tickets and open the Priority edit screen, then save, sensible values are then stored in the ticket. The issue seems to be due to the way the Customer New Ticket screen is inserting the values in the first place. This sc...
by Mothra
22 Apr 2014, 15:43
Forum: Help
Topic: SLA not showing in Customer Ticket Message
Replies: 3
Views: 2046

Re: SLA not showing in Customer Ticket Message

Oops - my bad! I had (some long time ago) hidden the SLA via Ticket -> Frontend::Customer::Ticket::ViewNew (Ticket::Frontend::CustomerTicketMessage###SLA)
by Mothra
22 Apr 2014, 14:49
Forum: Help
Topic: SLA not showing in Customer Ticket Message
Replies: 3
Views: 2046

Re: SLA not showing in Customer Ticket Message

crythias wrote:can you confirm the SLA is actually assigned?
I have 3 SLAs defined, one of which is called "default" which is mapped to all services.

When I open the CustomerTicketMessage page (as a customer), the SLA drop down is not displayed, even after I have selected a service.
by Mothra
22 Apr 2014, 13:11
Forum: Help
Topic: SLA not showing in Customer Ticket Message
Replies: 3
Views: 2046

SLA not showing in Customer Ticket Message

I have Service and SLA enabled in OTRS 3.2.11, yet although the Service field is shown in a customer ticket, the SLA field is not.

I checked CustomerTicketMessage.dtl and it is unaltered from the original.
by Mothra
04 Feb 2014, 17:47
Forum: Help
Topic: Setting timezone for sub-hour offsets - e.g. India UTC +5:30
Replies: 4
Views: 2665

Re: Setting timezone for sub-hour offsets - e.g. India UTC +

Ok thanks - I'll give this a go.
by Mothra
04 Feb 2014, 15:38
Forum: Help
Topic: Setting timezone for sub-hour offsets - e.g. India UTC +5:30
Replies: 4
Views: 2665

Re: Setting timezone for sub-hour offsets - e.g. India UTC +

Ok... is there a way to do that *does* involve hacking the perl scripts underneath?

;-)
by Mothra
04 Feb 2014, 14:16
Forum: Help
Topic: Setting timezone for sub-hour offsets - e.g. India UTC +5:30
Replies: 4
Views: 2665

Setting timezone for sub-hour offsets - e.g. India UTC +5:30

I am trying to create Calendar for our Offshore support team in India. Their Timezone is UTC +5:30. Unfortunately, Framework -> Core::Time::Calendarn will only allow timezone offset to be whole hours.

Is there a way to extend this without having to hack the perl scripts underneath?
by Mothra
29 Jan 2014, 13:05
Forum: Help
Topic: Editing Criticality and Impact
Replies: 4
Views: 4392

Re: Editing Criticality and Impact

Ok, I feel I've got somewhere along the way. To activate the Impact drop-down in the Customer New Ticket screen, go to Admin->SysConfig->Ticket::Frontend::CustomerTicketMessage###DynamicField and create a new entry with Key: TicketFreeText14 and Value: 1 (and make sure the box is ticket to the left ...
by Mothra
29 Jan 2014, 11:55
Forum: Help
Topic: Editing Criticality and Impact
Replies: 4
Views: 4392

Editing Criticality and Impact

A bit of context: I used to use OTRS + ITSM way back in version 2.x, so my experience of 3.x so far is only with the standalone version. Q1: Where do I edit the Criticality and Impact values, other than in the database directly? I'd like to reduce the Criticality <-> Impact <-> Priority matrix to a ...
by Mothra
27 Jan 2014, 16:05
Forum: Help
Topic: Hardcoded CustomerID?
Replies: 2
Views: 1816

Re: Hardcoded CustomerID?

I'll try it out and see what happens. Thanks for the suggestion.
by Mothra
22 Jan 2014, 19:04
Forum: Help
Topic: Hardcoded CustomerID?
Replies: 2
Views: 1816

Hardcoded CustomerID?

Is there any way I can hard code the CustomerID in Kernel/Config.pm, rather than using an LDAP attribute? I'm asking this because the company where I'm currently supporting OTRS, does not fill in the Company field (in Actigve Directory) for everyone - for employees, it can be variations on the compa...
by Mothra
29 Oct 2013, 19:09
Forum: Help
Topic: Default groups/services for LDAP customers
Replies: 0
Views: 944

Default groups/services for LDAP customers

I've just recently set up a new OTRS system after a long break from OTRS, so I'm a bit rusty... I've got a bunch of potential customers in Active Directory, and I've configured OTRS to have them authenticate successfully. The problem I have at present is that the settings for default groups and defa...
by Mothra
29 Oct 2013, 18:34
Forum: Help
Topic: User Limit for Customers
Replies: 4
Views: 7730

Re: User Limit for Customers

Ah ok - I see I may be approaching a problem in the wrong way then.

The 1,000 user limit is preventing me from easily adding all users to a particular group or service.

Is there a safe way to do this through the UI, or is SQL a better approach?
by Mothra
28 Oct 2013, 16:26
Forum: Help
Topic: User Limit for Customers
Replies: 4
Views: 7730

Re: User Limit for Customers

bump - can anyone explain the 1,000 user limit?
by Mothra
28 Oct 2013, 13:58
Forum: Help
Topic: Selective processing of emails - is this possible?
Replies: 3
Views: 1585

Selective processing of emails - is this possible?

As we all know, OTRS is normally configured to point to a dedicated support email account, whereupon it can convert all emails into support tickets or follow-ups. However, where it's not possible to have a dedicated email account, is it possible to have OTRS process emails based on certain rules and...
by Mothra
14 Oct 2013, 17:20
Forum: Help
Topic: User Limit for Customers
Replies: 4
Views: 7730

User Limit for Customers

Hi, I'm having an issue with Customers authenticated and authorised via LDAP; namely that there seems to be a limit on how many customers can be displayed in the Web UI. The problem is that LDAP users don't seem to be associated with any groups (even after configuring Frontend::Customer>CustomerGrou...
by Mothra
01 Feb 2012, 14:17
Forum: Help
Topic: Turning Template buttons into a drop-down list?
Replies: 0
Views: 932

Turning Template buttons into a drop-down list?

I've been using the (slightly hidden) option in AgentTicketPhone.dtl and AgentTicketEmail.dtl where you can add template buttons that will then populate the rest of the form data for you. However, once you've got a handful of those buttons, it can look rather ugly, and I need 20 of these things. I t...
by Mothra
01 Feb 2012, 09:13
Forum: Help
Topic: Problem writing to the RichText box with JavaScript
Replies: 0
Views: 987

Problem writing to the RichText box with JavaScript

I've been trying out the modifications suggested in http://forums.otrs.org/viewtopic.php?f=60&t=8032 for Agent Email/Phone Tickets, but have immediately run into problems (in a brand new installation of OTRS 3.0.11) when running lines like: document.compose.RichText.value = 'Some Text'; I get a ...
by Mothra
31 Jan 2012, 21:55
Forum: General
Topic: Ticket template based on selected Service
Replies: 4
Views: 2661

Re: Ticket template based on selected Service

... and if I switch off the RichText editor in Framework -> Core::Web... I can populate both Subject and Body with: case "1": document.compose.Subject.value = "Text for Service 1"; document.compose.RichText.value = "Service 1 Values<br>more text"; break; Although it pri...
by Mothra
31 Jan 2012, 21:36
Forum: General
Topic: Ticket template based on selected Service
Replies: 4
Views: 2661

Re: Ticket template based on selected Service

Hmmm, it seems to work when I change the lines to document.compose.Subject.value = "Text for Service 1";

So it seems that RichText is not the right name when applying this to AgentTicketPhone.dtl or AgentTicketEmail.dtl (and I didn't mention that in the OP... apologies for that).
by Mothra
31 Jan 2012, 20:20
Forum: General
Topic: Ticket template based on selected Service
Replies: 4
Views: 2661

Re: Ticket template based on selected Service

My OTRS skills are a bit rusty - I tried the following, but it doesn't seem to populate the body text area as I was expecting: $('#ServiceID').bind('change', function (Event) { Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'ServiceID', ['NewUserID', 'NewResponsibleID', 'NextStateID', 'Pri...
by Mothra
31 Jan 2012, 01:36
Forum: General
Topic: Ticket template based on selected Service
Replies: 4
Views: 2661

Ticket template based on selected Service

I'm looking into the possibility of having the Subject and Body of a ticket populated with text after selecting a particular Service. In my set-up, the list of services is in turn only populated after selecting a customer name. At this point in the source, I see this is a simple HTML select tag with...
by Mothra
10 Mar 2011, 15:29
Forum: Help
Topic: Unable to grant read-only access to queue
Replies: 7
Views: 6822

Re: Unable to grant read-only access to queue

Queue View and Dashboard are designed for RW permission, so this is not a bug.. Ah. That's disappointing, as we have some senior managers who want to be able to log in and view various queues with no rw permissions at all. This means that their default screen will always be an empty dashboard and t...
by Mothra
10 Mar 2011, 12:54
Forum: Help
Topic: Unable to grant read-only access to queue
Replies: 7
Views: 6822

Re: Unable to grant read-only access to queue

Seems that this is a bug - Status View and Escalation View both show tickets as you would expect. Dashboard and Queue View show nothing, despite the user having chosen queues in their "My Queues" preferences.
by Mothra
10 Mar 2011, 12:01
Forum: Help
Topic: Unable to grant read-only access to queue
Replies: 7
Views: 6822

Unable to grant read-only access to queue

Here's a strange one - I have an agent who only wants read-only access to a single queue; so I set up a new role that only has the "ro" box check, and then add that agent to the new role. But when I log in as that user, the dashboard is empty - no tickets and the parentheses that should in...
by Mothra
09 Mar 2011, 16:30
Forum: Help
Topic: Can we login OTRS by Active Directory Account ?
Replies: 4
Views: 2725

Re: Can we login OTRS by Active Directory Account ?

I can also vouch for ActiveDirectory support - works for both agents and customers, and you can have a mixture of some customers authenticating via AD an other via a simple OTRS account.
by Mothra
09 Mar 2011, 12:08
Forum: Help
Topic: Change Customer Navigation bar?
Replies: 5
Views: 3315

Re: Change Customer Navigation bar?

In 3.0.5, the default config seems to be 6 buttons and nothing to drop down(?) What would you have grouped (or, what am I missing?) I've been adding some template "new ticket" options, such as a "New Firewall Change Request" which pre-populates the ticket type, Service,SLA, Subj...
by Mothra
08 Mar 2011, 16:02
Forum: Help
Topic: Change Customer Navigation bar?
Replies: 5
Views: 3315

Change Customer Navigation bar?

Has anyone had any success getting the Customer Navigation bar to group entries in the same way as the Agent nav bar (i.e. drop down list of options under Ticket, FAQ, etc)? I've tried crudely hacking some of AgentNavigationBar.dtl into CustomerNavigationBar.dtl, and then setting the NavBar field in...
by Mothra
03 Feb 2011, 19:01
Forum: Help
Topic: [SOLVED] Problem after upgrade to 3.0.4
Replies: 3
Views: 1895

Re: Problem after upgrade to 3.0.4

Did you run otrs.RebuildConfig.pl after upgrading?
by Mothra
03 Feb 2011, 18:33
Forum: Help
Topic: QueueIDs bug
Replies: 13
Views: 4600

Re: QueueIDs bug

I think he's probably categorizing sets of queues. Although, perhaps subqueues might mitigate some of that, if the entire Queue::SubQueue structure showed instead of the queuename only. This would be nice, but I don't see much evidence in OTRS to show that sub queues in any way 'belong' or 'relate ...
by Mothra
03 Feb 2011, 18:02
Forum: Help
Topic: QueueIDs bug
Replies: 13
Views: 4600

Re: QueueIDs bug

I just want to customize my dashboard to see a quick view of everything I'm interested in. The My Views/All is a very limited choice. From what I've seen, it seems like I could create my on dashboard module. Is that possible? Are there instructions somewhere? It's a bit tricky to answer this withou...
by Mothra
03 Feb 2011, 15:05
Forum: Help
Topic: SMTP. mail setup for Exchange 2007
Replies: 4
Views: 2633

Re: SMTP. mail setup for Exchange 2007

Dear crythias , What I mean by forward is that OTRS sends mails through Ms Exchange 2007 to users or administrators. This is not happening either when I create a ticket or close a ticket. Please help. Regards, Davis M Onsakia How did you create the ticket? If it was via the "Phone Ticket"...
by Mothra
03 Feb 2011, 14:53
Forum: Help
Topic: QueueIDs bug
Replies: 13
Views: 4600

Re: QueueIDs bug

http://forums.otrs.org/viewtopic.php?f=53&t=6351 seems to indicate that the second value may be ignored, but required. If you want to specify specific queues, you'll want to have them selected in your preferences in "My Queues". That particular bug was fixed in 3.0.4 - for any of the ...
by Mothra
03 Feb 2011, 14:48
Forum: Help
Topic: QueueIDs bug
Replies: 13
Views: 4600

Re: QueueIDs bug

It's by design that you can (actually must) specify multiple queue ids, but only use one? We use the QueueIDs to organize open tickets into multiple dashlets. And unfortunately, this is not what they were primarily designed for. Dashlets can be customised, yes, but if you start trying to specify qu...
by Mothra
03 Feb 2011, 14:38
Forum: Help
Topic: Custom dashlet
Replies: 1
Views: 1829

Re: Custom dashlet

Yes, look in the API documentation for Kernel::System::Ticket (in the left-hand panel) and then the method TicketSearch() in the main panel. In there you will find the attributes you can use, as well as the valid SortBy/OrderBy values. As I mentioned in another of your posts, using Queue names/IDs i...
by Mothra
03 Feb 2011, 14:28
Forum: Help
Topic: QueueIDs bug
Replies: 13
Views: 4600

Re: QueueIDs bug

It's more by design than a bug. The dashlet views ("Locked", "My Queues" and "All") already determine which queues you will see, so specifying QueueIDs in the dashlet attributes is largely redundant. EDIT: For reference: Locked = only your locked tickets My Queues = all...
by Mothra
03 Feb 2011, 14:03
Forum: Help
Topic: What's OTRS's System Requirement ?
Replies: 3
Views: 6070

Re: What's OTRS's System Requirement ?

Please Post only one time and in the correct forum next time! The Hardware really depends on the sizing of the system and is depending on the number of tickets and users and the size of attachments As a starting point, based on a single server running Apache, OTRS and MySQL, I recommend a dual core...
by Mothra
03 Feb 2011, 13:15
Forum: General
Topic: can i upgrade from 2.X to 3.o
Replies: 6
Views: 3264

Re: can i upgrade from 2.X to 3.o

mritorto wrote:how do i do that
I thought you were just looking for a "yes or no answer"?

;-)


http://wiki.otrs.org/index.php?title=Mu ... n_1_server
by Mothra
03 Feb 2011, 12:53
Forum: Help
Topic: How do you close multiple tickets simultaneously?
Replies: 14
Views: 12655

Re: How do you close multiple tickets simultaneously?

Direcly in the database? Log in to mysql and remove the tickets from the tickets table. Only one command will do it for you! This won't close the tickets; it won't even remove them (as the ticket content is represented in the articles table). All it will do is hide them from view while simultaneous...
by Mothra
03 Feb 2011, 11:29
Forum: Help
Topic: Open tickets dashboard widget
Replies: 11
Views: 5803

Re: Open tickets dashboard widget

What typically happens is: * customer sends in a request * we reply so they have an e-mail setting in their inbox with the ticket number in it * later they have a question and send an e-mail reply to the last e-mail they got from us If we left the ticket open, but hid it from the dashboard then we ...
by Mothra
02 Feb 2011, 16:01
Forum: Help
Topic: Fix incorrect ticket dates after NTP problems?
Replies: 2
Views: 2369

Re: Fix incorrect ticket dates after NTP problems?

I was crossing my fingers and hoping OTRS might have already provided a safe script to fix my problem... all the while suspecting that the answer would be something along the lines of what you've printed above. Unfortunately, changing stuff in the database on a production server, with only 2 days to...
by Mothra
02 Feb 2011, 13:30
Forum: Help
Topic: Fix incorrect ticket dates after NTP problems?
Replies: 2
Views: 2369

Fix incorrect ticket dates after NTP problems?

Facing a bit of a crisis... last night the NTP daemon failed on our live OTRS server, and the OS reverted back to the system clock which is, rather unhelpfully, one hour ahead of my timezone. This has resulted in many tickets being created with wrong "create times" in the future, which has...
by Mothra
28 Jan 2011, 13:40
Forum: Help
Topic: [SOLVED] Merge notification to customer
Replies: 1
Views: 1497

Re: Merge notification to customer

Forget it - I'm being dense. The template appears when you merge a ticket via the link in a single ticket.

What I was doing was a bulk merge, which doesn't seem to have this option to notify the ticket customers.
by Mothra
28 Jan 2011, 13:38
Forum: Help
Topic: [SOLVED] Merge notification to customer
Replies: 1
Views: 1497

[SOLVED] Merge notification to customer

I'm sure, back when I was using 2.4.x, that there was a template for merge notifications that you could configure so that customers would get a message informing them that their ticket had been merged to another (giving the new ticket ID). I can't seem to find this in OTRS 3 - can anyone give me a h...
by Mothra
26 Jan 2011, 18:06
Forum: Help
Topic: Keeping custom dashlets synchronised with files
Replies: 5
Views: 2799

Re: Keeping custom dashlets synchronised with files

crythias wrote:Export Settings button doesn't work for this purpose?
Unfortunately not. Although a convenient way of backing up SysConfig, the format (Perl Module, rather than XML) doesn't make it much easier to update the XML files than copying the values straight from the UI.
by Mothra
26 Jan 2011, 16:48
Forum: Help
Topic: Keeping custom dashlets synchronised with files
Replies: 5
Views: 2799

Keeping custom dashlets synchronised with files

When you create custom dashlets, you first have to create an XML file describing them, and run otrs.RebuildConfig.pl to load them in. Thereafter, you can tweak the dashlets via SysConfig, but this means they get out of sync with the original XML files, and a subsequent re-running of otrs.RebuildConf...
by Mothra
26 Jan 2011, 16:35
Forum: Howtos
Topic: How to stop ticket age otrs 3.04
Replies: 8
Views: 8956

Re: How to stop ticket age otrs 3.04

from my point of view, it is how long it took to solve the ticket, at least from my company point of view. If I pay you to fix all my problems within two hours, you can't say well it took me two hours to solve it but I have your answer 4 days later since I only work 30 minutes each day. We offer 24...
by Mothra
26 Jan 2011, 15:03
Forum: Howtos
Topic: How to stop ticket age otrs 3.04
Replies: 8
Views: 8956

Re: How to stop ticket age otrs 3.04

I couldn't work out from the explanation above: what use case or business requirement would you apply this solution to? What do you mean? I don't understand your question. Suppose the following scenario. Your client open a ticket at 10 am and you solve it at 11 am the same day. When he logs in 4 ho...
by Mothra
26 Jan 2011, 14:31
Forum: Help
Topic: How do you close multiple tickets simultaneously?
Replies: 14
Views: 12655

Re: How do you close multiple tickets simultaneously?

We are having the same issue. We just upgraded to 3.0.5. We click a few tickets we want to close simultaneously and then click bulk. A new window opens and lets us add notes and select new status however when we click submit the status of the tickets doesn't change. They remain open and locked to t...