Znuny and ((OTRS)) Community Edition

cbravo

Hello there, I'm looking for a report to get the complete conversation from our engineer to the customer, but haven't found anything yet. Is there anything like that? If there isn't, is it possible to get it through an SQL query? I need to present a report of the conversation between the engineer an...

cbravo

Hello guys, I have a new question now to bother y'all again :( What I want to do now is the following, At our company, we sign services and SLA's the beside the first response, update and solve times include isolation time. Isolation time means that we manage to get a partial solution so if for inst...

cbravo

Hello there, here is me again bothering y'all for a little help. This time I need the customer to select a service and an SLA. I tried already going into CustomerTicketMessage.dtl and doing class="Mandatory" with no luck. Do you know why it isn't working? Would you mind telling me how coul...

cbravo

Appreciate it, that did the trick!

Greetings,

cbravo

Hello guys, I'm trying to enable the multi company support as per this site: http://doc.otrs.org/3.0/en/html/customer-user-backend.html When I get to the following part: Now add the new column to the MAP array in Kernel/Config.pm, as shown in Script 11.3. # var, frontend, storage, shown (1=always,2=...

cbravo

Hello guys, I have installed the statistics module and it's all working fine. What I want to know is if there is a way for me to get the statistics based on the agents working on the ticket? What I want to know is for instance: a customer replies on the quality of the response of the agent and such ...

cbravo

Hello guys, I've installed the ticket survey today and was testing a little bit. What I found out is that even if i set the survey tipe to master, my survey gets sent only once per customer. I thought that master type survey was suppose to be sent out for each ticket instead of once per customer. Is...

cbravo

Hello guys, Sorry to be bothering again. What I'm trying to do this is the following: I want to create an autoreply for our customers and include a few of the freetextfields on the text. I see that in the references for the tags I can use are these: You can use the following tags: <OTRS_CUSTOMER_SUB...

cbravo

Thank you. That solved my problem.

Greetings,

C.

cbravo

crythias wrote:The queue email sender isn't allowed.

What do you mean? how do I enable it?

cbravo

Hello guys, I've installed OTRS 3.1.8 and now I'm getting an error everytime an agent replies to a customer. The agents were created internally in otrs but the customers come from an Active directory database. These are the logs I extracted from the system. Wed Sep 19 15:40:03 2012 error OTRS-otrs.G...

cbravo

Awesome, I figure out how to do it. Thank you so much for your help! it's working now. For anybody having the same issue here are a few tips on how to solve it: Use the link that crythias sent and copy the Subject of the email when you press reply. Paste that text on the text area and try to find a ...

cbravo

I'm feeling a little more confortable with the perl language now (started learning perl) when I started using OTRS. I know this is if ( $String =~ /\Q$TicketHook$TicketHookDivider\E(\d{4,10}$SystemID\d{4,40})/i ) means find the expression on the right and place it in the $String variable. What I wan...

cbravo

Thank you, I thought it had something to do with that problem. I'm using DateChecksum as the number generator. Do you know in what file is that function located? that way I can look at my comments and the modifications I did. Also, if you could tell me where the ticket parser is so I can do the same...

cbravo

Here are the system logs. Wed Aug 29 12:30:25 2012 notice OTRS-PostMasterMailbox.pl-10 POP3: Fetched 2 email(s) from emailadress@emailadress.com Wed Aug 29 12:30:24 2012 notice OTRS-PostMasterMailbox.pl-10 Sent agent 'New Ticket' notification to 'agent@email.com'. Wed Aug 29 12:30:20 2012 notice OTR...

cbravo

Nope, the agent is replying from the web interface and then a notification is sent via email to the ustomer letting him know of the reply (standard functionality of otrs). When the customer sees the email and sends a response through his email, a new ticket is created instead of the reply getting ap...

cbravo

Hello guys, it's me again. This time, I'm having a few problems with the email response from the customer. This is how it goes: 1.- Customer creates the ticket through web interface. 2.- Agent replies and request for more data. 3.- Customer replies to the email from outlook. 4.- The otrs creates a n...

cbravo

That might just work. Thank you very much.

cbravo

but that would be only for tickets created through email. I'm talking about the tickets created through the web interface.

Greetings,

C.

cbravo

Hello guys, Today I would like to ask you if there is any way to delay the autoresponse for about 5 minutes. I've set up an autoresponse everytime a customer creates a ticket but the autoresponse replies right after the ticket has been created and it seems to automatic for me that way. I would like ...

cbravo

I was getting the following error:

Search failed! 0000208D: NameErr: DSID-031001E4, problem 2001 (NO_OBJECT), data 0, best match of:

but for some reason it works now! I tried today and could login without doing any change.

Thank you for your help though!

Greetings,

C.

cbravo

Hello guys, I've successfully integrated my otrs with my active directory to get my customer database. As you will see from these images, I'm getting my user info from the AD (Windows Server 2008) and since there is no password field to change I know the integration is working. user info AD.JPG When...

cbravo

Hello guys, What I would like to do now is validate the value a user has written in a FreeTextField. For instance, I want to check the serial number written against a list I have. I don't mind if the solution is javascript only at the moment. I would appreciate any help you guys could give me. it co...

cbravo

I need the response. I can't get it even by a query?

Greetings,

cbravo

Is there any way to create an statistic that can let you get the first response of each ticket? I need the first response an agent made to each of our customers. I've been looking at the options, but can't find anything related to responses. If I have to create a query I don't mind, but I would very...

cbravo

Unless I create a user account called TAC User and hardcode him as the sender of the email. For the time as the first answer, I'll look for a solution and post it here once I come up with something.

Very much appreciate the help sir.

Thank you.

Greetings,

Carlos.

cbravo

yes, i Know. What I was having trouble with is the first response still ticking after the automatic response. I would appreciate if you could guide me as to what stops the first response time, so I could see if I can modify the code so the generic response makes a call to that method. Appreciate it....

cbravo

I think you got me wrong. Escalation sends a notification once the ticket got escalated because it reached a given time. What I want is the system to automatically send and email to the customer and the first response time to stop ticking. For instance: a customer creates a ticket. The system sends ...

cbravo

Hello guys, I've been trying to do the following thing but can't get it to work. I'm trying to set a first response time (either through a generic agent or through an automatic response) but I want that when the system sends the message, the first response time stops ticking. Is there any way to do ...

cbravo

Hello guys, I'm trying to create a generic agent who will send emails depending on who was the last person who responded to a ticket. For instance, if the agent replied to a ticket and we are expecting a reply from the customer the generic agent will check if the ticket is 48 hours old and then send...

cbravo

would you guys mind sharing an example of how this should look like? I mean, how the ticket title should be when the user receives the notification so he can reply correctly. Appreciate the help guys. PS.- here are some strange logs, I don't know if this is what you mean. Mon Feb 6 12:23:07 2012 err...

cbravo

Hello guys, I have OTRS installed and everything was working fine. Now I tried to enable my customers to be able to reply from their outlook to the tickets and this mail would get appended to the OTRS. Instead, it is creating a new ticket every time a user replies to a ticket notification. What am I...

cbravo

Hello guys, when I generate a report I get the following fields: created : 04/10/2011 08:54 closed : 17/10/2011 15:42 solution : 17/10/2011 15:42 solution in minutes : 19128 solution diff minutes: 2472 I have two questions from this: 1.- What's the difference between closed and solution time? 2.- Wh...

cbravo

Hello guys, I have a question. When I create a report and download it as csv, the ticket number is too big for excel to interpret it so I keep getting ################. I like the yearmonthdaynumber format but I want to change it to 120129001 for instance (2 numbers for the year, 2 numbers for the m...

cbravo

thank you. That helped me a lot.

Appreciate it.

cbravo

but I don't get the ticket owner as an option to select it. Thats the problem.

Is there any way to force it to be there? like hardcoding it there.

Greetings,

Carlos

cbravo

a custom one that I made.

cbravo

Hello guys, I wanted to know if I could add extra fields to the reports that you print out. For instance, I'm trying to get the owner of the ticket, but can't find a way to make it visible. Appreciate any help you guys could give me.

Thanks.

Greetings,

Carlos.

cbravo

Hello guys, what I'm trying to achieve now is to allow the customer to change the ticket owner. My customer is a company who has people that detect problems and create tickets, but they don't work on them they assign an specialist to work on the ticket along with our support engineers. Is there any ...

cbravo

Ok, thank you. That clarifies much for me. How does it work with the join option then tho? I tried joining two tickets and the output is that one ticket dissapear but the info from it doesn't get appended to the other ticket. I thought the two tickets would combine along with the conversation and su...

cbravo

Hello guys, what's the use for the link button in a ticket? I see you can link two tickets and after you select the two tickets to link togheter you get an option to link it as a parent ticket or as a child ticket. What does it do? I've tried searching in the forums and in the help topics but couldn...

cbravo

awesome thank you. Just run some tests and works like a charm Will be updating this post with info on how to do it later on.

Thanks again.

cbravo

sorry to be bothering again. I created the javascript and it works like a charm, but I'm having a problem still. Currently I can make the script execute when the user presses a button, but can't get it to work by itself. Is there a special place where I should put the script for it to get automatica...

cbravo

Appreciate your help and quick response. I think I'm doing something wrong tho, I tried to do something like that and when I write something like: use Date::Parse; it gets render too instead of include the referenced module. I'm sorry but I'm just getting started with perl (I find it quite powerful)...

cbravo

Hello guys, I am currently modifying the AgentTicketZoom.dtl file so I can get extra info under the Ticket information block on the upper right corner. I have 2 TicketFreeTIme fields that I use, and I would like to show the difference between them two. I've tried doing the following $QData{"TIc...

cbravo

crythias wrote:Yes, but that will only apply to tickets that are owned by the agent, and/or the queues that are selected/highlighted in the Agent's My Queues.

Exactly. Appreciate it.

Greetings,

cbravo

crythias wrote:That's a preference for the agent. There is no need to create such a notification (Event).

I was looking for the same thing. Do you mean that I should change "Ticket follow up notification" to yes for the agent preferences so they can get an email everytime a customer replies to a ticket?

cbravo

haven't really looked at it before. I might make some time to do it.

cbravo

What I currently have is the following configuration. When a client opens a new ticket it goes into a queue. On that queue I have a supervisor and x amount of agents. I have stablished the group permissions of the supervisor to R/W and the agents permissions to read, create, add note, and change pri...

cbravo

I want to make a field where I can select the current date but when I set freetext I can only use link, combobox and text. Could I some how use a hidden field for the freetext field while showing the 3 comboboxes with the date and through javascript load my hidden field? Anyone knows if this can be ...

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