Znuny and ((OTRS)) Community Edition

StefanoBoccanera

Crythias I would explain my needs. First of all I have to say I can't use any standard approach like service etc. due to client's constraints, that because your suggestion it's very appealed for me. I have two dynamic field (let me say A and B). Field A is a dropdown filed with some entries like Inf...

StefanoBoccanera

Hy crythias first of all sorry for my bad english, may be something of my note was obscure. From you reply I understood following a) I have to declare a dropdown field without any entry b) in dtl I have to populate the dropdown field including a key value and a selection value (that answer to my bad...

StefanoBoccanera

Hi crythias I'd like to use your suggestion, but with a slightly modification. My perl module would put data reading it form one or more text file depending on a paramater passed by $.get jquery statement. So i have some questions : How I have to modify the jquery script to pass this parameter ? Can...

StefanoBoccanera

Hi crythias I'd like to use your suggestion, but I have to modify the perl module to get data from one or more text file. The right text file name depends on a parameter passed by $.get invocation (i.e the value of another dropdown field or a variable value set to a substring of dropdown field value...

StefanoBoccanera

hi folks I have to implement a otrs customer form (i.e. CustomerTicketMessage.dtl) with dynamic dropdown field (F2 for example) content dependent on another dropdown field (F1 for example) selection. The F2 selection's content would range from 4 to up 40 option. I can't use ticket type or service as...

StefanoBoccanera

For customer you may want to check out per-field .binds  <script type="text/javascript">//<![CDATA[ $('#TypeID').bind('change', function (Event) { // make sure the ticket is not yet created on queue change $('input#Expand').val(1); Core.Form.Validate.Disa...

StefanoBoccanera

code position matters. If you need to apply a script to something that's not yet rendered/loaded, the script needs to run last. Functions in head, actions at the end. Hi crythias I put function in head For customer's dtl the code is at the end and it's not working. For agent's dtl the code is appen...

StefanoBoccanera

1000 < 1010, so it wins. But if it does win, it would apply to customers, too. If I'm reading it properly, *any* customer choosing Type Rfc::SEBC will have those options. Also, imo, you're using Type where it probably should be a queue or service. Hi crythias I made a mistake: Customer or Agent sel...

StefanoBoccanera

1000 < 1010, so it wins. But if it does win, it would apply to customers, too. If I'm reading it properly, *any* customer choosing Type Rfc::SEBC will have those options. Also, imo, you're using Type where it probably should be a queue or service. Hi crythias Yes you are right about criteria, I wan...

StefanoBoccanera

Hi I wrote two ACL to solve following issue: Depending on Ticket type I have to select a subset of a dropdown dynamic field, both for Customer and Agent (User). After reading manual and some post into the forum i supposed i need to write two different ACl: one to match agnet criteria and another one...

StefanoBoccanera

Hi jojo I solved the problem modifying AgentTicketMove module. Following the code that modifies the note's type from internal to external according to the destination queue. # Start customized section # my $searchQueueString = 'RfC-1-Non-Standard,RfC-2-Standard,RfC-3-Hot-Fix,RfC-4-Emergency'; if ( (...

StefanoBoccanera

you mean the section of conditions, I already tried with and it works, but I need to have the same conditions for all changes if it is possible? Best regards, If you want use the same condition's schema for all Change, avoiding to set condition every time a change is created, the better method is u...

StefanoBoccanera

Si è vero che questo funziona, ma solo nella parte Customer cioè in "CustomerTicketMessage.dtl"; Per caso qualcuno sa come fare la stessa cosa nell'interfaccia Agente in "AgentTicketPhone.dtl"? (visualizzare certi campi in funzione della coda scelta). Grazie Se non hai ancora ri...

StefanoBoccanera

Hi I just completed the migration to OTRS 3.1.5. All sound fine but I have following error log entries into the system log: Tue Jun 5 16:44:19 2012 error OTRS-CGI-99 Need HistoryTypeID! Tue Jun 5 16:44:19 2012 error OTRS-CGI-99 No TypeID for TicketDynamicFieldUpdate found! Basically the error pair e...

StefanoBoccanera

have a look at the database structure provided in the doc folder Hi jojo I just saw to the OTRSDatabaseDiagram.png, but no link relation is depicted btw ticket and dynamic_field or dynamic_field_value tables. I suspect, after a very brief cross analysis, that object_id column into dynamic_field_val...

StefanoBoccanera

Hi I migrated from otrs 3.0.9 to 3.1.5. All sounds fine, after I migrated the DB (postgres 8.4), but I didn't find how the ticket are linked to the dynamic fields created. This information is viatl for me, because I have many automated reports using specific sql select. So before to migrate the prod...

StefanoBoccanera

Hi
I'd like to set the note's default for ViewMove to note-external, but the Config screen doesn't show any field related to this parameter (like ViewNote for example).
How I can to set note-external as default for ViewMove ?

regards

stefano

StefanoBoccanera

E' l'implementazione 'ITIL complaint' della gestione di alcune funzionalità: Service management Configuration Management (include anche un CMDB delle risorese) Change Management Ovviamente il tutto integrato con il core OTRS del ticket management. Nel cliente in cui lavoro ho implementato (e persona...

StefanoBoccanera

Hi I recently added into CustomerITSMChangeOverview view. The new column contains the name/surname of the customer that created the RfC ticket, linked to a Change. I modified following files: CustomerITSMChangeSchedule.pm CustomerITSMChangeOverview.dtl All works fine, but now I'm trying to improve t...

StefanoBoccanera

Hi I recently added into CustomerITSMChangeOverview view. The new column contains the name/surname of the customer that created the RfC ticket, linked to a Change. I modified following files: CustomerITSMChangeOverview.pm CustomerITSMChangeOverview.dtl All works fine, but now I'm trying to improve ...

StefanoBoccanera

Hi I recently added into CustomerITSMChangeOverview view. The new column contains the name/surname of the customer that created the RfC ticket, linked to a Change. I modified following files: CustomerITSMChangeOverview.pm CustomerITSMChangeOverview.dtl All works fine, but now I'm trying to improve t...

StefanoBoccanera

Ciao devi abilitare e configurare (per esempio nel caso dell'informazione dipartimento potrebbe essere interessante una lista pre-configurata) un freetext. Ma se vuoi che appaia, nei form, in una parte specifica della form, devi modificare il file dtl specifico. Per esser più chiaro: file CustomerTi...

StefanoBoccanera

Hi I'd like to improve Customer's information view showing the ITSM ChangeNumber on the CustomerTicketOverView web form. We modeled a process where Customer creates an RfC Ticket for every ITSM Change created by the backend Agents. Further every change to ITSM Change state is notified to original Rf...

StefanoBoccanera

Ciao ho dei dubbi sull'errore che è stato visualizzato, sembra più un riflesso della violazione della 'state machine' utilizzata per il ciclo di vita del workorder. Prima di tutto dovresti verificare se lo stato che imposti nella regola sia accettabile rispetto alla state machine, dopo è possibile a...

StefanoBoccanera

I can give my experience. I used a theme for the frontend, and it works very well. Probably the manual is not clear about it but in my opinion the 'custom' mechanism doesn't work with dtl and the 'theme' approach is an overlap method with 'custom' and of course is a mandatory solution. You don't fea...

StefanoBoccanera

Hi I'm trying to find a solution about following issue: I'd like to restrict an agent's group to use only a specific Workorder's type (saying for sake of clarity, the type: workorder). On this Workorder's type this agent's group can : edit & modify the workorder, report, and assign the workordr ...

StefanoBoccanera

Hi I would like to make available, to a selected agent's group, a mechanism to run pre-configured shell script. I'd like to use the Admin generic agent interface to build a smart menu to launch shell script on demand or in schedule mode. Can I use the Custom Module section of Generic Agent Form? or ...

StefanoBoccanera

typically changes are set to progress because of a workorder is set to in progress (someone statrs to work on it) jojo I'm just using this approach, basically I'm trying to set automatically the in progress state on a workorder when the start actual time value is reached (more or less the same appr...

StefanoBoccanera

Hi folks I'm tring to find a solution about this issue: I'd like to set a Change Condition moving the change state to In Progress by means of two conditions meet: the actual change state is 'Approved' *and *the ActualStartTime is reached. Actually if I select the ActualStartTime as attributes of con...

StefanoBoccanera

Hi I'm working on a new Change process implementation, including an authorization workflow of rfC Tickets. Actually we are managing the Change process according to following flow: a) Customer (User) request a RfC by means of a ticket sent to one of three queues (one for each rfC Types) b) Agents (a ...

StefanoBoccanera

Hi I'm trying to identify a solution about following 'scenario': - My Change lifecicle management are using a specific workorder (type 'approval') to modify the change's state on the workorder's state change. Modifying this workorder would be avilable only to itsm-change-manager group. - Now I would...

StefanoBoccanera

Any suggestion ?

The problem is very huge ....

regards

StefanoBoccanera

Hi I have some problem with the ITSM Change Notification event : actual start time of change reached No message is sent to ChangeInitiators nor to the Change Manger group. Other enabled event on Change state event is working well. Any suggestion to solve the problem ? best regards n.b Following my a...

StefanoBoccanera

hi I'm trying to find a solution about configuring a rule to modify an ITSM Change state automatically. I'm using a workorder, linked to a ITSM Change, to drive the ITSM Change Life Cycle. The actualStartTime and actualEndTime of workorder is the actualStart/actualEnd time of the change. Several Con...

StefanoBoccanera

Hi I'm using the ITSM Change Notification features and it's working very well. Now I have a little problem to solve: I would send a notification on Change state mdofification (i.e. when the state shift to 'in progress') but avoiding to notify the changeinitiators of a specific change type (i.e Chang...

StefanoBoccanera

Hi crythias

I tried

I found a solution changing my view. Now I made available to the customers queue selection (but customer view this selection 'like' a simple 'RfC request'. Further I link queue to groups and all
works well, as I expected.

Thanks for your suggestion

stefano

StefanoBoccanera

Hi I have a big problem about using ITSM FieldFreeText. First of all : I want to use all TicketFreeText freely without regard of ITSM internal 'view'. So I disable the ITSM view in agent dashboard, leaving the possibility to change FreeText with FreeText menu. Now I see following problem: - I insert...

StefanoBoccanera

Hi I'm getting an error while I'm trying to modify some ticketfreetext from AgentTicketFreeText form (folowing from source page) <form action="/otrs/index.pl" method="post" enctype="multipart/form-data" name="compose" id="Compose" class="Validat...

StefanoBoccanera

Thanks crithyas I tried , but it doesn't work. I'm wondering if I didn't explain well my objective: I have 6 ticket type (say t1 .... t6), any customer is linked to one group (by default) , a customer's subset is also linked to a second group (say g2). Now I' d like that : - customer with only defau...

StefanoBoccanera

Hi I'd like to filter the Ticket Types available to customer (excluding agent) based on customer/group relationship. I read ACL example in the OTRS manual, but reading following paragraph In Script 18.1 there is a list of all parameters which can be used for ACLs. # ticket acl $Self->{TicketAcl}->{'...

StefanoBoccanera

If you want to react to onChange of Type, or service, or Queue or whatever, you'll need to put the case/switch in the javascript of the section that changes, not at the bottom of the dtl. You'd put "hide everything" (or initial state) at the bottom of the dtl, but onChange should be where...

StefanoBoccanera

jojo wrote:moved to Devel Sub Forum

Thanks jojo

stefano

StefanoBoccanera

Hi I successfully modified the CustomerTicketMessage.dtl and AgentPhoneTicket.dtl, to show different TicketFreeText baesd on Ticket Type. Since a couple of weeks I'll trying to manage some mandatory TicketFreeText into the CustomerTicketMessage.dtl . First of all I configured this freetext as manada...

StefanoBoccanera

If what you want to do is affected by Service, you'll need to put your "on change" after service: <script type="text/javascript">//<![CDATA[ $('#ServiceID').bind('change', function (Event) { Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'ServiceID', ['NewUserID', 'New...

StefanoBoccanera

Your options are to populate the field or use CSS to make the field mandatory only when it shows. Hi crythias I have some doubt about the two options: - Populate the field: I'd like avoid this option, my goal is force the customer to put a value into the field, if I populate in advance the field, p...

StefanoBoccanera

crythias wrote:Your options are to populate the field or use CSS to make the field mandatory only when it shows.

Thanks crythias.
I 'll follow your suggestion.

regards

stefano

StefanoBoccanera

Hi crythias

I'm trying to solve the problem having 'mandatory' freetext.

Have you some suggestion about it?
regards

stefano

StefanoBoccanera

jojo wrote:The initators are the customers of the tickets linked to the change...

jojo thanks fro teh suggestion, I test and it works.

regards

stefano

StefanoBoccanera

There is a notification module fpor the change management allready built in (Notification ITSM Change Management) hi joo you are right, but within the recipients of notification I didn't found the customer, only a recipient named 'Change Initiators' could be linked to Customer, but it's not clear. ...

StefanoBoccanera

Hi I'd like to know how are managed customer's notification about ITSM Change events into OTRS ITSM. That is my strarting scenario: - customer send specific tickets requesting a RfC. I configured four Ticket's types (say RfC1, Rfc2, Rfc3 Rfc4), closing the input form, the ticket is queued on a speci...

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