Hello,
Just did the following:
1. I created a new FAQ item.
2. In Symptom field, I pasted a screenshot.
3. I saved the FAQ item.
4. I edited the FAQ item... The screenshot disappears!!
Do you know this problem?
Is there a way to solve it?
Best regards,
HervE
Search found 391 matches
- 29 Feb 2016, 16:21
- Forum: General
- Topic: FAQ screenshot disappears!
- Replies: 0
- Views: 1037
- 03 Aug 2015, 14:29
- Forum: General
- Topic: [SOLVED] Screen after new ticket: Dashboard?
- Replies: 5
- Views: 2952
Re: [SOLVED] Screen after new ticket: Dashboard?
Hi abrancolino, Naturally the described configuration only enables you to choose Dashboard as the screen after new ticket. In order to really have it work, the connected agent (maybe you?) must select this "Dashboard" option in his/her preferences. Does it answer your question? Best regard...
- 04 Mar 2015, 17:33
- Forum: Help
- Topic: [SOLVED]Get rid of grey background PDF
- Replies: 14
- Views: 4100
Re: Get rid of grey background PDF
I would like to get rid of the grey background in PDFs. I read the solution offered in http://forums.otterhub.org/viewtopic.php?f=62&t=9686 but it doesn't quite satisfy me. I generally prefer not to change the code directly. In case of .dtl files, I copy them into /opt/otrs/Kernel/Output/HTML/<...
- 14 Jan 2015, 10:20
- Forum: Developers
- Topic: How to exclude Sunday from 7 Day Stats
- Replies: 2
- Views: 2714
Re: How to exclude Sunday from 7 Day Stats
Exactly.
(Except I didn't know about the "next" instruction of Perl language. Hence my big "if".)
Regards,
HervE
(Except I didn't know about the "next" instruction of Perl language. Hence my big "if".)
Regards,
HervE
- 13 Jan 2015, 18:23
- Forum: Developers
- Topic: How to exclude Sunday from 7 Day Stats
- Replies: 2
- Views: 2714
How to exclude Sunday from 7 Day Stats
Hello, I was asked by a customer to exclude Sunday from "7 Day Stats" pane of the Dashboard, because their service doesn't manage tickets on Sundays, and they find it useless to see the curves at zero on this closed day. If anybody is interested, here is how I succeeded to modify the graph...
- 06 Jan 2015, 15:18
- Forum: Help
- Topic: [SOLVED] SSO and iFrame issue (IE8)
- Replies: 1
- Views: 2089
Re: SSO and iFrame issue
Found the solution: just added the following code to CSS.
Regards,
HervE
Code: Select all
iframe {
position: relative;
}
HervE
- 05 Jan 2015, 15:46
- Forum: Help
- Topic: [SOLVED] SSO and iFrame issue (IE8)
- Replies: 1
- Views: 2089
[SOLVED] SSO and iFrame issue (IE8)
Hello forum, I'm currently facing the following issue with Single Sign-On at my customer's: The user can enter OTRS directly with no login screen, provided that he is logged into Windows. In other words, SSO works! But... When he opens a ticket to view it ( AgentTicketZoom action), a Windows authent...
- 16 Dec 2014, 17:22
- Forum: General
- Topic: [SOLVED] Show queue comment in ticket creation
- Replies: 7
- Views: 4181
Re: Show queue comment in ticket creation
Oh yes! I should have known! (Stupid me.)
Now it's all as wanted. Many thanks, you are marvellous!
Best regards,
HervE
Now it's all as wanted. Many thanks, you are marvellous!
Best regards,
HervE
- 16 Dec 2014, 16:08
- Forum: General
- Topic: [SOLVED] Show queue comment in ticket creation
- Replies: 7
- Views: 4181
Re: Show queue comment in ticket creation
Brilliant Renee!
It works perfectly well for AgentTicketPhone... but I have no change on CustomerTicketMessage unfortunately!? Why?
(By the way, I had to install your v3.3.2 because of OTRS 3.3.8.)
Best Regards,
HervE
It works perfectly well for AgentTicketPhone... but I have no change on CustomerTicketMessage unfortunately!? Why?
(By the way, I had to install your v3.3.2 because of OTRS 3.3.8.)
Best Regards,
HervE
- 16 Dec 2014, 12:53
- Forum: General
- Topic: [SOLVED] Show queue comment in ticket creation
- Replies: 7
- Views: 4181
Re: Show queue comment in ticket creation
Still interested.
Could you give me more information please?
Best regards,
HervE
Could you give me more information please?
Best regards,
HervE
- 10 Dec 2014, 12:36
- Forum: General
- Topic: [SOLVED] Express ticket age in days only
- Replies: 3
- Views: 2144
Re: Express ticket age in days only
Very simple indeed!
I tried, and it immediately worked pretty fine!
Many thanks.
Regards,
HervE
I tried, and it immediately worked pretty fine!
Many thanks.
Regards,
HervE
- 10 Dec 2014, 12:34
- Forum: General
- Topic: Statistics: add extra fields
- Replies: 3
- Views: 2242
Re: Statistics: add extra fields
That's true.
And I don't really think it's worth.
So I'll probably let it down.
Unless there's already an existing package for one or the other?
Regards,
HervE
And I don't really think it's worth.
So I'll probably let it down.
Unless there's already an existing package for one or the other?
Regards,
HervE
- 10 Dec 2014, 11:13
- Forum: General
- Topic: [SOLVED] Express ticket age in days only
- Replies: 3
- Views: 2144
Re: Express ticket age in days only
An idea, anybody?
Regards,
HervE
Regards,
HervE
- 10 Dec 2014, 11:12
- Forum: General
- Topic: Statistics: add extra fields
- Replies: 3
- Views: 2242
Re: Statistics: add extra fields
An idea, anybody?
Regards,
HervE
Regards,
HervE
- 10 Dec 2014, 11:09
- Forum: Help
- Topic: [SOLVED] OTRS and database on separated servers
- Replies: 3
- Views: 2113
Re: OTRS and database on separated servers
As experienced with SQL Server:
During the OTRS web installation, the syntax of distant hostname must follow this model:
DBServerName\DBInstanceName
Works fine.
HervE
During the OTRS web installation, the syntax of distant hostname must follow this model:
DBServerName\DBInstanceName
Works fine.
HervE
- 09 Dec 2014, 15:27
- Forum: General
- Topic: [SOLVED] Show queue comment in ticket creation
- Replies: 7
- Views: 4181
Re: Show queue comment in ticket creation
Thanks for your answer.
Looks clever - yet interesting.
Would you tell me more please?
What do I need to put in the new JavaScript file?
Does the additional bind in the .dtl replace the existing one?
Best regards,
HervE
Looks clever - yet interesting.
Would you tell me more please?
What do I need to put in the new JavaScript file?
Does the additional bind in the .dtl replace the existing one?
Best regards,
HervE
- 02 Dec 2014, 12:39
- Forum: General
- Topic: [SOLVED] Screen after new ticket: Dashboard?
- Replies: 5
- Views: 2952
Re: Screen after new ticket: Dashboard?
Thank you for your answer.
Instead of modifying Ticket.xml, I preferred to use SysConfig, Ticket -> Frontend::Agent::Preferences, parameter PreferencesGroups###CreateNextMask: It works fine, thank you again.
Regards,
HervE
Instead of modifying Ticket.xml, I preferred to use SysConfig, Ticket -> Frontend::Agent::Preferences, parameter PreferencesGroups###CreateNextMask: It works fine, thank you again.
Regards,
HervE
- 01 Dec 2014, 15:39
- Forum: General
- Topic: [SOLVED] Show queue comment in ticket creation
- Replies: 7
- Views: 4181
[SOLVED] Show queue comment in ticket creation
Hello forum, Do you think it could be possible to display the comment of the queue during ticket creation? Whatever the way: balloon help over the listbox, or label text on the right of the listbox (once the queue is selected), or another way... The easier, the better. I had a quick look at Customer...
- 01 Dec 2014, 15:27
- Forum: General
- Topic: [SOLVED] Screen after new ticket: Dashboard?
- Replies: 5
- Views: 2952
[SOLVED] Screen after new ticket: Dashboard?
Hello forum,
In the agent preferences, there are 2 options for the "Screen after new ticket": CreateTicket and TicketZoom.
Would it be possible to have Dashboard as well? And how?
Regards,
HervE
In the agent preferences, there are 2 options for the "Screen after new ticket": CreateTicket and TicketZoom.
Would it be possible to have Dashboard as well? And how?
Regards,
HervE
- 26 Nov 2014, 20:37
- Forum: Help
- Topic: [SOLVED] Impossible to send message: Bad file descriptor
- Replies: 2
- Views: 5523
Re: Impossible to send message: Bad file descriptor
Thank you for your answer but this wasn't the solution. I had a look into SMTP.pm, and noticed that $Self->{'FQDN'} was used for some reason. We corrected the value of FQDN in SysConfig and it looks fine now. Only one drawback: The direct URL at the end of notifications doesn't work now. So I had to...
- 25 Nov 2014, 20:34
- Forum: Help
- Topic: [SOLVED] Impossible to send message: Bad file descriptor
- Replies: 2
- Views: 5523
[SOLVED] Impossible to send message: Bad file descriptor
Hello forum, Replying to a mail in a ticket, I got the following error : Backend ERROR: OTRS-CGI-10 Perl: 5.16.3 OS: MSWin32 Time: Tue Nov 25 18:01:18 2014 Message: Impossible to send message to: whoever@whereever.com . RemoteAddress: XX.XX.XX.XX RequestURI: /otrs/index.pl Traceback (4360): Module: ...
- 20 Nov 2014, 18:13
- Forum: Help
- Topic: Perl script issue
- Replies: 14
- Views: 8556
Re: Perl script issue
I don't think so. U:\>C:\otrs\StrawberryPerl\perl\bin\ppm install Encode Undefined subroutine &Encode::find_encoding called at C:/otrs/StrawberryPerl/perl/vendor/lib/Encode/Locale.pm line 83. Compilation failed in require at C:\otrs\OTRS\Kernel\System\/Encode.pm line 16. BEGIN failed--compilatio...
- 20 Nov 2014, 16:52
- Forum: Help
- Topic: Perl script issue
- Replies: 14
- Views: 8556
Re: Perl script issue
Hmm... U:\>ppm install Encode Undefined subroutine &Encode::find_encoding called at C:/otrs/StrawberryPerl/perl/vendor/lib/Encode/Locale.pm line 83. Compilation failed in require at C:\otrs\OTRS\Kernel\System\/Encode.pm line 16. BEGIN failed--compilation aborted at C:\otrs\OTRS\Kernel\System\/En...
- 20 Nov 2014, 16:16
- Forum: Help
- Topic: [SOLVED] OTRS and database on separated servers
- Replies: 3
- Views: 2113
Re: OTRS and database on separated servers
Yes, that makes sense.
By the way (I've edited my signature), we're using SQL Server instead of MySQL.
Regards,
HervE
By the way (I've edited my signature), we're using SQL Server instead of MySQL.
Regards,
HervE
- 20 Nov 2014, 16:14
- Forum: Help
- Topic: Perl script issue
- Replies: 14
- Views: 8556
Re: Perl script issue
Good idea... but: U:\>C:\otrs\StrawberryPerl\perl\bin\perl.exe C:\otrs\OTRS\bin\otrs.DeleteCache.pl --expired Undefined subroutine &Encode::find_encoding called at C:/otrs/OTRS/Kernel/cpan-lib/Encode/Locale.pm line 83. Compilation failed in require at C:\otrs\OTRS\Kernel\System\/Encode.pm line 1...
- 20 Nov 2014, 12:47
- Forum: Help
- Topic: Perl script issue
- Replies: 14
- Views: 8556
Re: Perl script issue
Thank you for your help.
I've uninstalled ActiveState Perl, and rebooted, but still the same.
What is strange is, GenericAgent script seems to work when launched by Cron, but fails when I launch it manually from Windows Command window - like any other Perl script indeed.
Regards,
HervE
I've uninstalled ActiveState Perl, and rebooted, but still the same.
What is strange is, GenericAgent script seems to work when launched by Cron, but fails when I launch it manually from Windows Command window - like any other Perl script indeed.
Regards,
HervE
- 20 Nov 2014, 10:57
- Forum: Help
- Topic: [SOLVED] OTRS and database on separated servers
- Replies: 3
- Views: 2113
[SOLVED] OTRS and database on separated servers
Hello forum,
What could you tell me about OTRS application and OTRS database installation on 2 separated servers?
Is it easy to implement?
Do I only have to set a hostname different from "localhost" while installing OTRS application (at database step)?
Best regards,
HervE
What could you tell me about OTRS application and OTRS database installation on 2 separated servers?
Is it easy to implement?
Do I only have to set a hostname different from "localhost" while installing OTRS application (at database step)?
Best regards,
HervE
- 05 Nov 2014, 09:46
- Forum: General
- Topic: [SOLVED] Ticket Queue Overview: total of totals
- Replies: 3
- Views: 2917
Re: Ticket Queue Overview: totals of totals
Thanks to your hints, I managed! Here is what I've done, in case anybody's interested. In OTRS\Custom\Kernel\Output\HTML\ DashboardTicketQueueOverview.pm (the code I've added is tagged with "HvL"): if ($HasContent) { $Self->{LayoutObject}->Block( Name => 'ContentLargeTicketQueueOverviewSta...
- 04 Nov 2014, 11:03
- Forum: General
- Topic: [SOLVED] Ticket Queue Overview: total of totals
- Replies: 3
- Views: 2917
Re: Ticket Queue Overview: totals of totals
Any idea anybody?
I think there must be something wrong in the syntax of my code, for I don't really know which parameters are expected for Action=AgentTicketSearch.
Regards,
HervE
I think there must be something wrong in the syntax of my code, for I don't really know which parameters are expected for Action=AgentTicketSearch.
Regards,
HervE
- 31 Oct 2014, 13:01
- Forum: General
- Topic: [SOLVED] Statistics: Owner not in list of attributes (?)
- Replies: 2
- Views: 2750
Re: Statistics: Owner not in list of attributes (?)
Found it:
SysConfig > Framework -> Frontend::Agent::Stats > Stats::UseAgentElementInStats
Thanks,
HervE
SysConfig > Framework -> Frontend::Agent::Stats > Stats::UseAgentElementInStats
Thanks,
HervE
- 31 Oct 2014, 12:52
- Forum: General
- Topic: Statistics: add extra fields
- Replies: 3
- Views: 2242
Statistics: add extra fields
Hello forum, I was asked if we could add extra fields to Statistics. Things like these: - the original channel of the ticket creation (i.e. the article type of article #1) - the number of the week of the ticket creation date Are there such features somewhere already? My guess is I have to add dynami...
- 31 Oct 2014, 12:47
- Forum: General
- Topic: [SOLVED] Statistics: Owner not in list of attributes (?)
- Replies: 2
- Views: 2750
[SOLVED] Statistics: Owner not in list of attributes (?)
Hello forum, How can it be that Owner field is not in the list of attributes that can be added to Statistics? (For instance I edited Stats#10005, wanted to add owner as an X-axis at step 2, but it's not in. I guess it is nowhere else in the stats by the way.) Where can I add it to the list? Regards,...
- 22 Oct 2014, 10:00
- Forum: Help
- Topic: Ticket Queue Overview
- Replies: 3
- Views: 3047
Re: Ticket Queue Overview
Hello Chris, I am playing with Ticket Queue Overview too (just wondering about totals of totals ). As for your question 1, I can't see what your problem is. I managed to add several states in SysConfig, parameter DashboardBackend###0270-TicketQueueOverview , section "States". I have 1, 2, ...
- 22 Oct 2014, 09:52
- Forum: General
- Topic: [SOLVED] Ticket Queue Overview: total of totals
- Replies: 3
- Views: 2917
[SOLVED] Ticket Queue Overview: total of totals
Hello forum, I like the Ticket Queue Overview on the Dashboard, but I am missing the total of totals in the bottom right cell. I went to AgentDashboardTicketQueueOverview.dtl and added the last <a> tag in the following code part: <!-- dtl:block:ContentLargeTicketQueueOverviewStatusTotalRow --> <tr c...
- 20 Oct 2014, 15:10
- Forum: General
- Topic: [SOLVED] Agent ticket search: remove some additonal filters
- Replies: 6
- Views: 4427
Re: [SOLVED] Agent ticket search: remove some additonal filt
Because I don't want to "lose" the user in a big list of many criteria to be added that he/she would not master. I just want a shorter list.
Regards,
HervE
Regards,
HervE
- 20 Oct 2014, 13:48
- Forum: General
- Topic: [SOLVED] Agent ticket search: remove some additonal filters
- Replies: 6
- Views: 4427
Re: Agent ticket search: remove some additonal filters
"push @Attributes" block, that's it!
This was exactly the hint I needed.
It works fine, many thanks!
Regards,
HervE
This was exactly the hint I needed.
It works fine, many thanks!
Regards,
HervE
- 20 Oct 2014, 11:43
- Forum: General
- Topic: [SOLVED] Agent ticket search: remove some additonal filters
- Replies: 6
- Views: 4427
Re: Agent ticket search: remove some additonal filters
Thanks for your answer. Do you mean parameter Ticket::Frontend::AgentTicketSearch###DefaultColumns? As details mention, "Columns that can be filtered in the ticket search result view of the agent interface." Modify the columns of the result view is not what I am looking for. Regards, HervE
- 20 Oct 2014, 10:09
- Forum: General
- Topic: [SOLVED] Agent ticket search: remove some additonal filters
- Replies: 6
- Views: 4427
[SOLVED] Agent ticket search: remove some additonal filters
Hello forum, In agent ticket search pop-up, I'd like to remove some additional filters that seem useless for us (such as ticket change time, ticket escalation time, article create time, created in queue). How could I do that? I went through AgentTicketSearch.dtl, then AgentTicketSearch.pm, and even ...
- 14 Oct 2014, 17:01
- Forum: General
- Topic: [SOLVED] Express ticket age in days only
- Replies: 3
- Views: 2144
[SOLVED] Express ticket age in days only
Hello forum,
Is it possible to have ticket age expressed in days only (instead of days hours minutes)?
Best regards,
HervE
Is it possible to have ticket age expressed in days only (instead of days hours minutes)?
Best regards,
HervE
- 14 Oct 2014, 10:34
- Forum: Help
- Topic: [SOLVED] FAQ package not correctly deployed!
- Replies: 2
- Views: 1605
Re: FAQ package not correctly deployed!
Thanks for your answer. To find out why the packagemanager shows the error message, you can open the package and see what went wrong. Nothing seems wrong. You shouldn't uninstall the package. When a package is "not correctly deployed", a new link called "reinstall" should appear....
- 14 Oct 2014, 10:17
- Forum: Help
- Topic: [SOLVED] FAQ package not correctly deployed!
- Replies: 2
- Views: 1605
[SOLVED] FAQ package not correctly deployed!
Hello forum, I get this message on top of Package Manager: FAQ 2.3.3 - Package not correctly deployed! Please reinstall the package. * The point is, I already had it a few weeks ago (it was with FAQ 2.3.2 at that time). So I had to uninstall the package, reinstall it, and then... re-enter all FAQ da...
- 14 Oct 2014, 10:09
- Forum: Help
- Topic: Customer Company Drop Down
- Replies: 2
- Views: 1681
Re: Customer Company Drop Down
Hello,
You have two CustomerUser objects (CustomerUser1 and CustomerUser2).
Your problem must have something to do with that, because, as for me, I have only one CustomerUser object and CustomerCompanySupport option works perfectly.
Check around this.
(I don't know if it helps?)
Regards,
HervE
You have two CustomerUser objects (CustomerUser1 and CustomerUser2).
Your problem must have something to do with that, because, as for me, I have only one CustomerUser object and CustomerCompanySupport option works perfectly.
Check around this.
(I don't know if it helps?)
Regards,
HervE
- 14 Oct 2014, 09:48
- Forum: Help
- Topic: Perl script issue
- Replies: 14
- Views: 8556
Re: Perl script issue
Hello, I installed Support module (with Package Manager). Now I can see "Support Assessment" menu. It looks very much like "Service Center" menu :wink: It confirms the following about Perl: Check Perl version. Perl 5.16.3 (StrawberryPerl) (MSWin32) is used. Check Perl Modules ins...
- 09 Oct 2014, 11:51
- Forum: Help
- Topic: Perl script issue
- Replies: 14
- Views: 8556
Re: Perl script issue
Hello, Thanks for your answer. I still am inquiring about Encode::Locale module: even if otrs.CheckModules.pl does not report it as required, are you sure you have it installed on your system? (you might check for it using ppm ActivePerl) PPM Encode Locale.png Also if you have installed the OTRS Sup...
- 08 Oct 2014, 16:41
- Forum: Help
- Topic: Perl script issue
- Replies: 14
- Views: 8556
Re: Perl script issue
Hello, U:\>C:\otrs\StrawberryPerl\perl\bin\perl.exe C:/otrs/OTRS/bin/otrs.CheckModules. pl o Archive::Tar.....................ok (v1.90) o Crypt::Eksblowfish::Bcrypt.......ok (v0.009) o Crypt::SSLeay....................ok (v0.64) o Date::Format.....................ok (v2.24) o DBI......................
- 07 Oct 2014, 10:02
- Forum: General
- Topic: Alert when too many tickets in a queue?
- Replies: 5
- Views: 2505
Re: Alert when too many tickets in a queue?
Hello, I managed somehow, although not fully satisfied of the way it's done. Here is what I did. In AgentDashboardTicketQueueOverview.dtl , I added the number of tickets $Data{"Number"} at the end of the AsBlock class: <!-- dtl:block:ContentLargeTicketQueueOverviewQueueResults --> <td><a c...
- 07 Oct 2014, 09:46
- Forum: Help
- Topic: Perl script issue
- Replies: 14
- Views: 8556
Perl script issue
Hello, I cannot run any Perl script, for I always get something like this: U:\>C:\otrs\StrawberryPerl\perl\bin\perl.exe C:/otrs/OTRS/bin/otrs.DeleteCache.pl --expired Undefined subroutine &Encode::find_encoding called at C:/otrs/OTRS/Kernel/cpan-lib/Encode/Locale.pm line 83. Compilation failed i...
- 02 Oct 2014, 12:03
- Forum: Help
- Topic: [SOLVED] After populating customer_company+customer_user
- Replies: 6
- Views: 2477
Perl script issue
Hello, Actually I cannot run any Perl script, for I always get something like this: U:\>C:\otrs\StrawberryPerl\perl\bin\perl.exe C:/otrs/OTRS/bin/otrs.DeleteCache.pl --expired Undefined subroutine &Encode::find_encoding called at C:/otrs/OTRS/Kernel/cpan-lib/Encode/Locale.pm line 83. Compilation...
- 29 Sep 2014, 17:38
- Forum: General
- Topic: Alert when too many tickets in a queue?
- Replies: 5
- Views: 2505
Re: Alert when too many tickets in a queue?
Thank you for that. I was thinking of another idea, instead of an alert, maybe use the Ticket Queue Overview and set the too high numbers in another color (or background color). Do you think it could be easy to do? and how? I didn't see any configuration of Ticket Queue Overview in SysConfig unfortu...
- 26 Sep 2014, 23:52
- Forum: Help
- Topic: [SOLVED] Set ticket dynamic field with customer user value
- Replies: 2
- Views: 2108
Re: Set a ticket dynamic field with a customer user value
It works fine, thank you!
Regards,
HervE
Regards,
HervE