Znuny Open Source Ticketsystem

srivatsatatti

You need to fill your closure text in Ticket::Frontend::AgentTicketClose###Body.

srivatsatatti

Thanks,
But I am using the default otrs Attributes, haven't changed the definition. And its working perfectly for Computer Class

srivatsatatti

Is there any validation or update has to be done after/while CI creation? Coz my attributes still shows empty after creation of config item via scripting for software class

.
while for computer class it runs perfectly.
Testing on OTRS 3.1.9

srivatsatatti

Its happening if i trying to create ConfigItem via script. Any idea on this?

srivatsatatti

Hi ,

I have a strange error. The CI values shows empty in GUI (1st version).
But if i try to edit the all defined appears back.

Testing OTRS 3.1.9 ITSM 3.1.6

srivatsatatti

No I could Not. Have this issue still Open

srivatsatatti

When customer creates a ticket to say queue1. I want to control that agents should move only to Queue2. here is my acl $Self->{TicketAcl}->{'ACL-Name-1'} = { # match properties Properties => { # current ticket match properties Ticket => { Queue => [Queue1'], } }, #return possible options Possible =>...

srivatsatatti

Is there any ways for encrypting it at application level??

srivatsatatti

Thanks Jojo, have used https.
But the credentials can be captured from client machine's RAM.

srivatsatatti

Due to some security issues, we want to Encrypt the Login (Both Agent and Customer) credentials before submitting the page.

srivatsatatti

I would like to make Dynamic Field disabled based on Queue while adding a note/ moving the ticket

srivatsatatti

Can i have a popup screen, or sound alert in agent interface if any Tickets staying un assigned for a period of "x" duration

srivatsatatti

Do all time stamps appear to users in their local time? I mean, if it is 5:30 PM in India, all OTRS users in India should see it as 5:30 PM.
But if any user in UK is viewing the ticket, they should see it as 12:00 PM.

srivatsatatti

Thanks, No Agents doesn't want to change the priority, I want to show the Customer selected priority by default in priority screen. "The agent has to set the priority evertime what customer has set." by this i mean if agents clicks on priority screen priority changes to "-". as y...

srivatsatatti

The Customer sets the priority while creating a ticket. But when Agent tries to view in Agent Zoom -> Priority, it changes to "-". But in ticket information is displays the priority set by Customer. The agent has to set the priority evertime what customer has set. In sysconfig the settings...

srivatsatatti

Thanks
I figured out the same.

Tried to fix by creating a new link type and change type in CloseParentAfterClosedChilds.pm

srivatsatatti

I want to understand the below two scenarios can be met or not, with/without using Master-Slave feature.

1. If Parent ticket has been closed its child tickets also should be closed.
2. Parent ticket should not be closed unless child tickets are closed.

Using OTRS 3.0.11
RHEL Server

srivatsatatti

I am trying the below code but did not work for me. May be you can do anything more. Please report back if you mange to get it. my $CountOpen = $Self->{TicketObject}->TicketSearch( # cache search result 30 min CacheTTL => 60 * 30, # tickets with open state States => 'open', CustomerID => $Param{Dat...

srivatsatatti

I could Fix this,by editing the times # tickets with create time after ... (ticket newer than this date) (optional) TicketCreateTimeNewerDate => "$Year-$Month-$Day 00:00:00", # tickets with created time before ... (ticket older than this date) (optional) TicketCreateTimeOlderDate => "...

srivatsatatti

Thanks Crythias, Get the ticket state IDs and replace them in the query. But there is no states for Escalated tickets. In DashboardTicketStatsGenric.pm, the code counts the total number of tickets in b/w two times by searching my $CountCreated = $Self->{TicketObject}->TicketSearch( # cache search re...

srivatsatatti

Can i have a stats in Dashboard for Escalated tickets v/s open tickets instead of Closed and Open.

srivatsatatti

http://faq.otrs.org/otrs/public.pl?Acti ... ItemID=219

srivatsatatti

This can be edit in /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm

Line 510 $outermessage and around line 513 to outputting it.

srivatsatatti

The Cookie Path can be set in /opt/otrs/Kernel/cpan-lib/CGI/Cookie.pm

Change here
line no 147 $path ="/"

srivatsatatti

If URL is entered wrong we get an software error.
Can we show a customized error instead of Software error?

srivatsatatti

In order to avoid accessing cookies through client side scripting, I want to enable cookie attribute to Httponly

srivatsatatti

Need to Enable HTTPOnly feature for session cookies.

srivatsatatti

where can we set the cookie attribute to httponly?

srivatsatatti

Can we have both LDAP and DB for authorization.
If an Agent is not in LDAB the DB must be used.

srivatsatatti

No Nothing has been changed

srivatsatatti

Restarted apache but doesn't work. Issues is the same

srivatsatatti

The error log shows Mon Feb 13 17:16:18 2012] ArticleAttachmentDownload.pm: Subroutine new redefined at /opt/otrs//Kernel/Output/HTML/ArticleAttachmentDownload.pm line 20. [Mon Feb 13 17:16:18 2012] ArticleAttachmentDownload.pm: Subroutine Run redefined at /opt/otrs//Kernel/Output/HTML/ArticleAttach...

srivatsatatti

Guess its a serious problem, Can any one help pls... At customer portal even when customer tries to read the articlet the .pl file is executing (customer.pl). If i check the URL its showing as http://[servername]/otrs/index.pl/filename.txt?Action=Attachment;ArticleID=520;Fileid=2 and so its executin...

srivatsatatti

and same for stats when report is of print format.

srivatsatatti

Whenever an agent tries to open an attachment file, a new window with login (index.pl) screen gets open.

Any idea on this

Using OTRS-3.0.11
RHEL

srivatsatatti

Can we change the cookie default path?
Guess the default path for cookies is set to "/".

srivatsatatti

We have configured Apache webserver to https, but still the issue exits.

srivatsatatti

and how to delete the cache?

srivatsatatti

It would be very helpful if you would explain me how to do it. I am not used to Linux.

srivatsatatti

What do you mean by rebuild the config ? can you explain pls?

srivatsatatti

No i just rebooted the server. The error logs look like this: [Thu Feb 02 09:25:28 2012] [error] [client xx.xx.xx.xx] Global $r object is not available. Set:\n\tPerlOptions +GlobalRequest\nin httpd.conf at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 550.\n, referer: http://xx.xx.xx.xx/otrs/index.pl?S...

srivatsatatti

Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More in...

srivatsatatti

Have done the changes. Rebooted the Sever still the error exits.

srivatsatatti

Any one pls help bit urgent.

srivatsatatti

Software error: slurp_filename('/opt/otrs/bin/cgi-bin/dsgfdg') / opening: (2) No such file or directory at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 541 For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. wanted customi...

srivatsatatti

Is It possible to add cc field for customer ticket and agent ticket.

using,
otrs -3.0.11
Ubuntu

srivatsatatti

Can I introduce a small delay of may be 1 Min before sending any notifications?

like,
Once ticket is created by customer/agent the notification should be sent to the customer with a delay of a minute.

srivatsatatti

Thanks Jojo,

I understand that setup has to be created. But how can I tell OTRS to connect to mirror DB if Primary is down?

srivatsatatti

sysconfig Parameters can be used?

sysconfig -> Framework -> Core::MirrorDB

srivatsatatti

What configuration settings has to be done to OTRS for OTRS to use backup database automatically if Primary database is down?

Is the Config.pm has to be edited?

Search found 85 matches