I finally found the solution for the Impact problem.
I didn't know you had to create a dynamic Field with the name "TicketFreeText14". I think it is a bit inconsistent, you don't have to do it with priority...
Search found 48 matches
- 03 Sep 2014, 14:50
- Forum: Help
- Topic: [Solved] RichText Editor default height?+Phone Ticket Impact
- Replies: 5
- Views: 2134
- 05 Jun 2014, 09:37
- Forum: Hilfe
- Topic: Leere Prio/Krit Matrix nach ITSM Update
- Replies: 4
- Views: 1767
Re: Leere Prio/Krit Matrix nach ITSM Update
Ja das habe ich gelesen aber das kann doch auch nicht mit rechten Dingen gelaufen sein, wenn die Services keine Kritikalität mehr haben...
Und bei den dynamic Fields war davon auch nichts zu sehen.
Und bei den dynamic Fields war davon auch nichts zu sehen.
- 02 Jun 2014, 09:25
- Forum: Hilfe
- Topic: Leere Prio/Krit Matrix nach ITSM Update
- Replies: 4
- Views: 1767
Leere Prio/Krit Matrix nach ITSM Update
Hallo ich wollte OTRS von 3.2.10 und ITSM 3.2.9 auf 3.3.7 updaten. OTRS lies sich noch problemlos updaten aber nachdem die neuen ITSM Pakete installiert wurden, war die "Kritikalität <-> Auswirkung <-> Priorität"-Matrix einfach leer und die Services hatten keine Kritikalität mehr bzw. gab ...
- 27 Mar 2014, 14:13
- Forum: Help
- Topic: [Solved] RichText Editor default height?+Phone Ticket Impact
- Replies: 5
- Views: 2134
Re: RichText Editor default height? + Phone Ticket Impact
Thanks, I tried ITSMImpact just now but it doesn't help. I have seen there is a change in the ITSM 3.3.1 package with the impact field: "Migrated ITSMCriticality and ITSMImpact values from general catalog to dynamic fields. Renamed ITSM related dynamic fields to nicer names, prefixed with ITSM....
- 27 Mar 2014, 12:56
- Forum: Help
- Topic: [Solved] RichText Editor default height?+Phone Ticket Impact
- Replies: 5
- Views: 2134
Re: RichText Editor default height? + Phone Ticket Impact
I don't know how I haven't found this but the solution for the first problem is: Ticket -> Frontend::Agent::Ticket::ViewClose Ticket::Frontend::AgentTicketClose###RichTextHeight The update has changed this value to 100. I still have the problem the missing impact field in PhoneNew. I have already tr...
- 05 Dec 2013, 14:30
- Forum: Help
- Topic: Generic Agent filter if article exists?
- Replies: 1
- Views: 647
Generic Agent filter if article exists?
Hello People,
I would like to know if I can somehow filter tickets which have no articles, except for the creating one.
Alex
I would like to know if I can somehow filter tickets which have no articles, except for the creating one.
Alex
- 13 Sep 2013, 09:05
- Forum: Hilfe
- Topic: PostmasterFollowUpState geht nicht bei "neuen" Tickets
- Replies: 1
- Views: 867
Re: PostmasterFollowUpState geht nicht bei "neuen" Tickets
Nachtrag:
Die Lösung ist eine ganz schlechte Idee, denn wenn das Ticket gesperrt ist und eine Nachfrage erhält, bekommt nur der Besitzer eine Emailbenachrichtigung und nicht die komplette Queue.
Die Lösung ist eine ganz schlechte Idee, denn wenn das Ticket gesperrt ist und eine Nachfrage erhält, bekommt nur der Besitzer eine Emailbenachrichtigung und nicht die komplette Queue.
- 12 Sep 2013, 09:10
- Forum: Hilfe
- Topic: PostmasterFollowUpState geht nicht bei "neuen" Tickets
- Replies: 1
- Views: 867
PostmasterFollowUpState geht nicht bei "neuen" Tickets
Hallo, nachdem der Agent ein neues PhoneTicket erstellt hat, bekommt es den Status new. Wenn nach einer gewissen Zeit der Status nicht auf open geändert wird, wird eine Erinnerungsmail an den Ersteller gesendet. Jedoch habe ich nun das Problem, dass Nachfragen per Email den Status nicht auf open set...
- 05 Sep 2013, 09:40
- Forum: Help
- Topic: [Solved] RichText Editor default height?+Phone Ticket Impact
- Replies: 5
- Views: 2134
[Solved] RichText Editor default height?+Phone Ticket Impact
Hello, I just updated to OTRS 3.2.10-02 and found a little problem. 1. The default height of the RichText Editor is now 100px and it doesn't save any changes. How can I adjust the default height? It doesn't matter which window size, which dialog (change service or close ticket) or which browser I us...
- 25 Jun 2013, 15:00
- Forum: Help
- Topic: LDAP configuration with uniqueMember?
- Replies: 3
- Views: 1398
Re: LDAP configuration with uniqueMember?
If I get that right, you say I should remove AccessAttr and try something like this?
$Self->{'AuthModule::LDAP::UserAttr'} = 'member';
$Self->{'AuthModule::LDAP::UserAttr'} = 'memberof';
$Self->{'AuthModule::LDAP::UserAttr'} = 'uniqueMember';
$Self->{'AuthModule::LDAP::UserAttr'} = 'member';
$Self->{'AuthModule::LDAP::UserAttr'} = 'memberof';
$Self->{'AuthModule::LDAP::UserAttr'} = 'uniqueMember';
- 25 Jun 2013, 08:50
- Forum: Help
- Topic: LDAP configuration with uniqueMember?
- Replies: 3
- Views: 1398
LDAP configuration with uniqueMember?
Hello People, I got a LDAP/AD configuration and need to authenticate the agents with the uniqueMember attribute. Does this generally work? If yes, how should I configure OTRS? The Log: [Kernel::System::Auth::LDAP::Auth] User: otrs1 authentication failed, no LDAP entry found!BaseDN='ou=group,dc=com',...
- 14 May 2013, 09:50
- Forum: Developers
- Topic: AgentTicketStatusView.pm custom filter
- Replies: 7
- Views: 5235
Re: AgentTicketStatusView.pm custom filter
hi, I also tried to implement a custom filter with "standard scenario" - I added "closed unsuccessful" status. error message is: Can't use string ("closed unsuccessful") as an ARRAY ref while "strict refs" in use at ../..//Kernel/System/State.pm line 334. ple...
- 27 Aug 2012, 11:30
- Forum: Hilfe
- Topic: [Erledigt]Serviceliste wird teilweise ausgeblendet
- Replies: 4
- Views: 2295
Re: Serviceliste wird teilweise ausgeblendet
Dank dem (eigentlich ziemlich einfachen=>Brett vorm Kopf) Tipp von DavidLambauer konnte ich das Problem wie folgt lösen: Den max Wert von 100 auf 200 der ServiceID erhöhen und bisher scheint das gut zu funktionieren. Datei: OTRS/Kernel/Modules/AgentTicketPhone.pm Name => 'ServiceID', Data => $Servic...
- 12 Jul 2012, 14:25
- Forum: Hilfe
- Topic: [Erledigt]Serviceliste wird teilweise ausgeblendet
- Replies: 4
- Views: 2295
Re: Serviceliste wird teilweise ausgeblendet
Achja mit Version 3.0.1 ging es, mit 3.0.6 nicht mehr, dann wieder mit 3.0.11 und nun mit 3.1.7 nicht mehr.
Damals hatte ich es verhindert indem ich die Aktualisierung des Feldes durch andere Felder abgestellt habe. Das Funktioniert aber mit dem neuen dynamischen Kundenfeld nicht mehr.
Damals hatte ich es verhindert indem ich die Aktualisierung des Feldes durch andere Felder abgestellt habe. Das Funktioniert aber mit dem neuen dynamischen Kundenfeld nicht mehr.
- 11 Jul 2012, 09:02
- Forum: Hilfe
- Topic: [Erledigt]Serviceliste wird teilweise ausgeblendet
- Replies: 4
- Views: 2295
Re: Serviceliste wird teilweise ausgeblendet
New Information:
The Servicelist is only showing the first 100 characters..
So every subqueue will be cut.
PS: MySQL 5.0.67
The Servicelist is only showing the first 100 characters..
So every subqueue will be cut.
PS: MySQL 5.0.67
- 06 Jul 2012, 07:54
- Forum: Help
- Topic: Errors with AgentTicketPhone
- Replies: 0
- Views: 1107
Errors with AgentTicketPhone
Hello, I have updated from 3.0.11 to 3.1.7 yesterday... 1. If I select a customer with the option [ Customer ] the new dynamic field(?) Customer with the radio button is filled with the customer, but the normal inputbox for the customer will get bordered orange (to say it wants to be filled). The Pr...
- 05 Jul 2012, 15:26
- Forum: Hilfe
- Topic: [Erledigt]Serviceliste wird teilweise ausgeblendet
- Replies: 4
- Views: 2295
[Erledigt]Serviceliste wird teilweise ausgeblendet
Hallo, 1. Wenn ich irgendein Feld des Formulars: AgentTicketPhone ändere, werden die Servicenamen in der Liste gekürzt.... service_liste.png 2. Werden die Queues auch nach einem beliebigem Update nicht geordnet untereinander 1. Queue 1.1 Queue angezeigt sondern so: 1. Queue 1. Queue::1.1 Queue Es si...
- 05 Jul 2012, 08:28
- Forum: Hilfe
- Topic: "Invalid Challenge Token!" für eigene Ticket Templates
- Replies: 4
- Views: 4518
Re: "Invalid Challenge Token!" für eigene Ticket Templates
Wollte mich hier auch nur noch anschließen und danke sagen.
Bei mir hat es zusätzlich einen Fehler bei der Ausführung des GenericAgent gelöst.
Gruß Alex
Bei mir hat es zusätzlich einen Fehler bei der Ausführung des GenericAgent gelöst.
Gruß Alex
- 26 Apr 2012, 09:01
- Forum: Help
- Topic: How to edit Generic Agent to change Responsible?
- Replies: 2
- Views: 1324
Re: How to edit Generic Agent to change Responsible?
New problem:
With my old (now deleted) test tickets it worked fine but...
Now I got the first few (real) tickets which are effected by these rules, but only the owner has been changed, not the responsible. And if I have been the last owner(admin rights) the owner/responsible isn't changed at all....
With my old (now deleted) test tickets it worked fine but...
Now I got the first few (real) tickets which are effected by these rules, but only the owner has been changed, not the responsible. And if I have been the last owner(admin rights) the owner/responsible isn't changed at all....
- 29 Mar 2012, 11:26
- Forum: Help
- Topic: Handle Notes like Follow-ups?
- Replies: 17
- Views: 6410
Re: Handle Notes like Follow-ups?
Atm I use the responsible feature to inform the ticket creater of every step on the ticket.
In which way do you think it may help?
In which way do you think it may help?
- 26 Mar 2012, 09:15
- Forum: Help
- Topic: Handle Notes like Follow-ups?
- Replies: 17
- Views: 6410
Re: Handle Notes like Follow-ups?
1. ArticleCreate works for plain notes but will send 2 messages when you have activated Ticket::Frontend::MoveType#NewWindow(Move Ticket incl. Note) and my custom system message when you close a ticket. Another great help could be, to prevent OTRS from sending two system messages. For example: If Ev...
- 23 Mar 2012, 10:39
- Forum: Help
- Topic: Handle Notes like Follow-ups?
- Replies: 17
- Views: 6410
Re: Handle Notes like Follow-ups?
Ok a feature request...
Will someone who has faced this problem share their solution with me?
Will someone who has faced this problem share their solution with me?
- 21 Mar 2012, 11:53
- Forum: Help
- Topic: Handle Notes like Follow-ups?
- Replies: 17
- Views: 6410
Re: Handle Notes like Follow-ups?
Once again, the problem is still present.
I want to use the user preferences and not the system messages!
To say the agents should mail with Outlook doesn't solve this problem.
I want to use the user preferences and not the system messages!
To say the agents should mail with Outlook doesn't solve this problem.
- 24 Feb 2012, 08:38
- Forum: Help
- Topic: Handle Notes like Follow-ups?
- Replies: 17
- Views: 6410
Re: Handle Notes like Follow-ups?
Thanks for the help,I will test your solution.
I would like to use the personal preferences of each agent instead of commanding everything with the event-based notifictions.
Edith says: It works! and thanks for the hint with "inform agent", its a nice feature.
I would like to use the personal preferences of each agent instead of commanding everything with the event-based notifictions.
Edith says: It works! and thanks for the hint with "inform agent", its a nice feature.
- 23 Feb 2012, 14:05
- Forum: Help
- Topic: Handle Notes like Follow-ups?
- Replies: 17
- Views: 6410
Re: Handle Notes like Follow-ups?
Doesn't Work. I can't find an event which will trigger with a Note or did I miss something?
- 23 Feb 2012, 12:58
- Forum: Help
- Topic: Handle Notes like Follow-ups?
- Replies: 17
- Views: 6410
- 23 Feb 2012, 12:27
- Forum: Help
- Topic: Handle Notes like Follow-ups?
- Replies: 17
- Views: 6410
Handle Notes like Follow-ups?
Hello Community,
I would like to handle Notes like Follow-ups. For example Notification-Mails should be send if a new Note ist created, like a new followup.
Is it possible to change it this way?
I would like to handle Notes like Follow-ups. For example Notification-Mails should be send if a new Note ist created, like a new followup.
Is it possible to change it this way?
- 13 Dec 2011, 16:08
- Forum: Help
- Topic: How to edit Generic Agent to change Responsible?
- Replies: 2
- Views: 1324
Re: How to edit Generic Agent to change Responsible?
Okay a Workaround: I used the GenericAgent via Console OTRS/Kernel/Config/GenericAgent.pm like this: 'data privacy Queue' => { Queue => ['Queue1', 'Queue2'], States => ['closed unsuccessful', 'closed successful'], TicketCreateTimeOlderMinutes => 129600, New => { Owner => 'Pseudo-Agent', Responsible ...
- 12 Dec 2011, 11:13
- Forum: Help
- Topic: How to edit Generic Agent to change Responsible?
- Replies: 2
- Views: 1324
How to edit Generic Agent to change Responsible?
Hello, because of data privacy reasons I have to change the owner and responsible of Tickets which have been closed 3 months ago. To change the owner was the easy part but how can I change the responsible with the generic agent? I somehow have to add the field responsible to the generic Agent mask b...
- 21 Nov 2011, 09:44
- Forum: Help
- Topic: Permission Error in various Folders
- Replies: 10
- Views: 4871
Re: Permission Error PostMaster-check_permissions
I now had Problems with CacheInternalQueue, CacheInternalTicket, etc..
I have changed Kernel/System/Cache/FileStorable.pm, Kernel/System/CacheInternal.pm.
But this is just a workaround and im searching for the reason.
I have changed Kernel/System/Cache/FileStorable.pm, Kernel/System/CacheInternal.pm.
But this is just a workaround and im searching for the reason.
- 18 Nov 2011, 14:44
- Forum: Help
- Topic: Permission Error in various Folders
- Replies: 10
- Views: 4871
Re: Permission Error PostMaster-check_permissions
I have changed the ArticleStorageFS.pm, it now creates everything with 777 not just 775. I will see next Day/Month/Year whether it works or not. But why did this error appear. Last week everything went fine. But something new appeared: Can't write '/opt/otrs/var/tmp/CacheFileStorable//CacheInternalG...
- 18 Nov 2011, 14:31
- Forum: Help
- Topic: Permission Error in various Folders
- Replies: 10
- Views: 4871
Re: Permission Error PostMaster-check_permissions
Okay same problem again: Nov 18 11:40:29 vmotrs postfix/local[11612]: 74DCA18E31D: to=<otrsticket@otrs.local>, relay=local, delay=588, delays=588/0.01/0/0.3, dsn=4.3.0, status=deferred (temporary failure. Command output: ERROR: OTRS-otrs.PostMaster.pl-10 Perl: 5.10.0 OS: linux Time: Fri Nov 18 11:40...
- 17 Nov 2011, 15:23
- Forum: Help
- Topic: Permission Error in various Folders
- Replies: 10
- Views: 4871
Re: Permission Error PostMaster-check_permissions
Can i just add Postfix-User to the Group www? Okay... new permission is set: -rwxrwxrwx 1 otrs www 1768025 17. Nov 14:30 otrs.log drwxrwsrwx 3 otrs www 4096 17. Nov 14:30 article Nov 17 14:36:18 vmotrs postfix/local[5017]: 808F518E3B9: to=<otrsticket@otrs.local>, relay=local, delay=0.37, delays=0.01...
- 17 Nov 2011, 15:20
- Forum: Help
- Topic: Permission Error in various Folders
- Replies: 10
- Views: 4871
Re: Permission Error PostMaster-check_permissions
But why the sudden change?
Which files? only otrs.log or the article folder?
Which files? only otrs.log or the article folder?
- 17 Nov 2011, 15:16
- Forum: Help
- Topic: Permission Error in various Folders
- Replies: 10
- Views: 4871
Re: Permission Error PostMaster-check_permissions
Nov 17 14:10:29 vmotrs postfix/qmgr[3831]: 0D07518E3B8: from=<me@to-otrs.xx>, size=3005, nrcpt=1 (queue active) Nov 17 14:10:29 vmotrs postfix/local[4782]: 0D07518E3B8: to=<otrs@otrs.local>, relay=local, delay=1008, delays=1008/0.01/0/0.31, dsn=4.3.0, status=deferred (temporary failure. Command out...
- 17 Nov 2011, 14:39
- Forum: Help
- Topic: Permission Error in various Folders
- Replies: 10
- Views: 4871
Permission Error in various Folders
Hello, since this Morning I get the following Error every time I send an Email into OTRS. The mail doesn't appear in OTRS. I haven't changed anything since Friday (Friday everything worked fine.). The mail got into the Server via an exchange, then this problem appears: (Sorry for my bad english) And...
- 09 Nov 2011, 09:17
- Forum: Help
- Topic: AgentTicketPhone FreeText issue
- Replies: 11
- Views: 4529
- 25 Oct 2011, 13:54
- Forum: Help
- Topic: adding fields to new ticket
- Replies: 2
- Views: 1083
Re: adding fields to new ticket
"TicketFreeText"
http://forums.otrs.org/viewtopic.php?f= ... ext#p46732
http://doc.otrs.org/3.0/en/html/Ticket. ... etFreeText + the following
http://forums.otrs.org/viewtopic.php?f= ... ext#p46732
http://doc.otrs.org/3.0/en/html/Ticket. ... etFreeText + the following
- 25 Oct 2011, 11:02
- Forum: Help
- Topic: Notify all users
- Replies: 1
- Views: 952
Re: Notify all users
All OTRS Users or all Users with RW ?
You can create an event based mail with a specific receiver list for a queue with the closed-states
You can create an event based mail with a specific receiver list for a queue with the closed-states
- 24 Oct 2011, 14:19
- Forum: Help
- Topic: AgentTicketPhone FreeText issue
- Replies: 11
- Views: 4529
Re: AgentTicketPhone FreeText issue
1. It is enabled in the Sysconfig. 2. Yep. 3. The Textfield will not be shown, when I use the following Code @EOF <!--dtl:js_on_document_complete--> <script type="text/javascript">//<![CDATA[ Core.Agent.TicketAction.Init(); #Begin hide document.getElementById('TicketFreeText1').style.displ...
- 24 Oct 2011, 11:23
- Forum: Help
- Topic: AgentTicketPhone FreeText issue
- Replies: 11
- Views: 4529
Re: AgentTicketPhone FreeText issue
Done.
New Problem:
The TicketFreeText won't show when I select the right Service.
New Problem:
The TicketFreeText won't show when I select the right Service.
- 29 Sep 2011, 15:22
- Forum: Help
- Topic: AgentTicketPhone FreeText issue
- Replies: 11
- Views: 4529
Re: AgentTicketPhone FreeText issue
Which part of it and where is the end of the load?
- 29 Sep 2011, 13:04
- Forum: Help
- Topic: AgentTicketPhone FreeText issue
- Replies: 11
- Views: 4529
AgentTicketPhone FreeText issue
Heyho I am working in the AgentTicketPhone.dtl to show TicketFreeText1 only when a few Services are selected. But I have the problem that TicketFreeText1 isn't hidden from the start, so the rest can't work too. <script type="text/javascript">//<![CDATA[ $('#TypeID').bind('change', function...
- 12 Jul 2011, 10:41
- Forum: Hilfe
- Topic: Benachrichtigung an ALLE involvierten Agenten
- Replies: 3
- Views: 2211
Re: Benachrichtigung an ALLE involvierten Agenten
Für das von brndhfmnn gegebene Problem mit OTRS 3.0.6 funktioniert die Lösung von root (so wie sie da steht) nicht. Das Array in das alle Beteiligten abgespeichert werden sollten, bleibt leer. Die Funktion "Verantwortlicher" hat uns einen Schritt weiter gebracht, benachrichtigt aber nur de...
- 27 Apr 2011, 13:25
- Forum: Hilfe
- Topic: Postmaster Filter nach Queue
- Replies: 2
- Views: 1246
Re: Postmaster Filter nach Queue
Vielen Dank.
Für mein Problem hat die Erweiterung auf 200 Zeichen gereicht.
Gruß
AlexG
Für mein Problem hat die Erweiterung auf 200 Zeichen gereicht.
Gruß
AlexG
- 26 Apr 2011, 15:04
- Forum: Hilfe
- Topic: Postmaster Filter nach Queue
- Replies: 2
- Views: 1246
Postmaster Filter nach Queue
Hallo, ich will mit dem Postmaster Filter dafür sorgen, dass Mails in eine bestimmte Queue geleitet werden. Jedoch ist das Feld zum Eintragen der Zielqueue(Hauptqueue::Subqueue::Subqueue) zu kurz für meine Queuestruktur. Weiß jemand wie die Länge des Feldes erweitert werden kann oder wie ich das and...
- 31 Mar 2011, 15:58
- Forum: Hilfe
- Topic: Auswahl neuer Queue -> Services werden nicht geladen
- Replies: 1
- Views: 662
Re: Auswahl neuer Queue -> Services werden nicht geladen
Up.
Wir sind nun Umgestiegen auf OTRS 3.0.6 mit ITSM 3.0.1.
Jedoch das gleiche Problem, dies scheint eher bei längeren Servicenamen vorzukommen.
Über die Kundenoberfläche wird alles ohne Probleme geladen.
Wir sind nun Umgestiegen auf OTRS 3.0.6 mit ITSM 3.0.1.
Jedoch das gleiche Problem, dies scheint eher bei längeren Servicenamen vorzukommen.
Über die Kundenoberfläche wird alles ohne Probleme geladen.
- 11 Mar 2011, 08:52
- Forum: Hilfe
- Topic: Auswahl neuer Queue -> Services werden nicht geladen
- Replies: 1
- Views: 662
Auswahl neuer Queue -> Services werden nicht geladen
Hallo, Ich benutze OTRS v 2.4.9 mit ITSM 2.1.1 und habe bei Telefon-Ticket einen Button eingefügt der einige Felder mit Werten füllt. Nun habe ich aber das Problem, wenn ich eine neue Queue auswähle werden die Services nicht vollständig nachgeladen(siehe Anhang). Das Symbol für den Ladevorgang rödel...