Znuny and ((OTRS)) Community Edition

nandozzi

Hi all, i need to know if there is a way to show in the "queue view" all the tickets locked even if there are NO tickets free. Itry to explain better my problem. If i have 5 tickets in one queue and ALL tickets are in status "lock", i can't see any queue in the Queue View cause i...

nandozzi

Ok i have found the settings into OTRS to avoid creating and closing ticket into ZZZAuto.pm package Kernel::Config::Files::ZZZAuto; use utf8; sub Load { my ($File, $Self) = @_; delete $Self->{'Frontend::Module'}->{'AgentTicketFreeText'}; $Self->{'Frontend::Module'}->{'AgentTicketClose'} = { 'Descrip...

nandozzi

I want to replicate what i have done with the agent interface. It's possible to block access to this features: ticket phone and ticket email?

nandozzi

It's ok but how i have to name this Custom file? And i have to configure anything in the System Config to use this Custom in addiction to the standard for my language?

nandozzi

Ok, i have found the language files, but as you have written, i want to use a Custom file. I have to name it as xx_Custom.pm or i have to change the "xx" prefix with my language initials?

nandozzi

Hi all, i open this post cause i need your support. I have configured my OTRS to allow opening and closing ticket only to few groups. The others don't see the button "New Phone Ticket" and "Email Ticket". I have done this applying a restriction into Ticket -> Frontend::Agent::Mod...

nandozzi

Yes, but i want to change the default language cause nobody use english interface. So can you tell me what's the file where i find the translation of all words from english to others languages?
Thanks in advance

nandozzi

Hi all, i want to change default translation into my OTRS 3.0. I have seen that if i use OTRS in english i get a good translation, but if i choose my language i don't understand any words. Can you help me? Thanks P.S. I don't want to create a custom language file, but modify the original to do chang...

nandozzi

Ok, thanks for your answer...
It was a request from my agents.

nandozzi

Hi all, i want to know if there is any way to modify the text of a ticket (even a simple note or the body). I have searched all over the options, but the only way was to do a query on the db (but it's not really user friendly and for each stupid thing i have to do extra work). Can anyone support me?...

nandozzi

I have used automatic event notification to do it. You can definy when send the email and the text inside it.
If you need further support, i am here.

nandozzi

Directly from the admin manual of 3.0 version:

Code: Select all

http://doc.otrs.org/3.0/en/html/upgrading.html

If you find any problem, i hope to help you.
Bye

nandozzi

I have the same problem by creating a stats related to the Average Solution Time. I don't understand how the system calculate the time between the creation time and the closed time.

nandozzi

Thanks a lot now it works greatly.
So it was a MySql issue.
THANKS THANKS THANKS

nandozzi

Ok. I'm using OTRS 3.0.6 on a Linux server (CentOs 5.2). I have tried to change the store option for attachments from DB to FileSystem, but the problem was not solved. If you want to reproduce this problem, you have just to attach a file larger than 1 MB on a phone ticket.

nandozzi

It's possible that anyone in the forum have experienced this problem ?
Have you tried to attach a file larger than 1 MB to see if you have the same issue ?
It's a my SQL limit (i use the db as storage) or it's a bug? Please answer me.

nandozzi

Hi all,
i have this strange issue. I want to add a file to a ticket that is larger than 1 MB, but each time i tried it i don't receive any error, simple the file wasn't attached.
Anyone knows if there is any configuration to avoid this limit.
Thanks in advance.

P.S. OTRS 3.06

nandozzi

Hi all, i have upgraded my otrs to version 3 and now it's impossible to create any ticket (phone or email). I can open the ticket, but i receive this error each time and it's impossible to write anything: http://img842.imageshack.us/img842/5659/immaginedac.jpg How i can resolve this problem? Thanks ...

nandozzi

I have found the solution. I have added a group into Frontend::Module###AgentTicketPhone (under Frontend::Agent::ModuleRegistration) and AgentTicketEmail.
Now this buttons are displayed only for the groups i have definied.

nandozzi

Hi all,
i want that a group of Agents can't see the button of New Ticket

I have already changed the permissions and blocked any possibility to open a ticket.
Please help me.
Thanks in advance

nandozzi

I have the same problem. I want to add an additional field in the customer db but i haven't found the correct config.pm (it seems that the correct one is the Defaults.pm). I think in the next release it would be great to change thing with an user interface and not to find new options all over the co...

nandozzi

OTRS a mio modo di vedere ha un grande potenziale, però ha delle dinamiche di utilizzo ancora da migliorare. Nello specifico trovo ad esempio moltissima difficoltà nell'uso dei grafici perchè spesso restituiscono valori non congruenti ai criteri di selezione. Sarebbe ad esempio molto utile avere una...

nandozzi

Please anyone can help me?
I need only to do a graph like this one:

nandozzi

Hi all, i have a simple question but i haven't any idea how to do it. I want to do a graph based on the Average Solution. I want to see the trend of the resolution time in a specific time range. I have used these parameters, but it seems there is anything wrong. Can you help me? X-Axis= Create Time:...

nandozzi

Anyone knows?

nandozzi

Hi all, i want that when an agent launch a report to find the opened/closed ticket in the last days, can even choose as filter the last week. I have seen on the net that i have to modify the module called "AgentStats.pm". I have tried by adding the variable "Week", but when i use...

nandozzi

Can be a solution. Thanks for your help.
I think we can close this topic as solved.

nandozzi

So if i have understood, you suggest to use the function "Compose Answer (email)" for closing the ticket?
In this case an email will be sent to the customer and the ticket was closed?

nandozzi

My purpose is to send the solution provided by the agent into the notification. I'll try to explain how it works now into my organization. An agent receives a call and opens the phone ticket. Then he tries to resolve the problem and when has finished, writes the solution into the ticket. Now the sys...

nandozzi

Thanks for your reply crythias, but as written before, i need to know all the notification tags for otrs 2.4. I have already read the Faq, but i'm not sure that there are all the possible tags.

nandozzi

I have asked it cause i have seen that there is a tag called "<OTRS_CUSTOMER_REALNAME>" not inserted into the Notification Tag (in the FAQ).
Where i can see all the tags available in the configuration files or source code ?

nandozzi

Thanks for your reply, but i want that the automatic email based on an event notification, has the solution inside.
Now i need only to find a notification tag usefull for doing it.
So my question is: there is any tag that i can add to my event notification ???

nandozzi

It's a little strange that i can't see all the tags available under Notification Event.
Nobody want to help me?

nandozzi

Hi all,
i want to add the solution of the ticket in the automatic email notification to the customer.
I want that when the customer receive the closing email, he can see the solution without open the releated ticket from the link provided.
Is it possible ?

nandozzi

Ok, i have resolved my error.
Under Frontend::Agent::Ticket::ViewResponsible, i have to check the two boxes:

HistoryType:
HistoryComment:

Now it works.

nandozzi

Hi all, i have this problem when i set Responsible in a ticket. Anyone can tell me how to resolve it. I think it's a stupid thing, but i am a newbie of OTRS and so each error make me crazy... :D Error: Need HistoryType! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: F...

nandozzi

Hi all,
i want to know if there is a way to see ALL the notification tags provided by OTRS 2.4.
I have seen all over the web, but i have found only tags for 2.2 and i think that are not all.
Can anyone support me?
Thanks in advance

Znuny and ((OTRS)) Community Edition

Search found 37 matches

Queue view - Viewing Locked Tickets

Re: IPhone App - How to add restrictions

Re: IPhone App - How to add restrictions

Re: Change translation file

Re: Change translation file

IPhone App - How to add restrictions

Re: Change translation file

Change translation file

Re: Modify the text of an open ticket

Modify the text of an open ticket

Re: Agent: Send Status Mail - not as a reply?

Re: Upgrade OTRS for windows from 2.4 to 3.7

Re: How to show ticket Age in statistics as Days & Hour

Re: Unable to attach a file larger than 1 MB

Re: Unable to attach a file larger than 1 MB

Re: Unable to attach a file larger than 1 MB

Unable to attach a file larger than 1 MB

Unable to open new ticket

Re: Modify Agent Interface - New Ticket

Modify Agent Interface - New Ticket

Re: how to add and delete a field from Customer Information

Re: Riusciamo a portare "OTRS" in Italia ?

Re: Statistic Usage

Statistic Usage

Re: How to add "Weeks Selection" under Stats module

How to add "Weeks Selection" under Stats module

Re: Solution on close email notification

Re: Solution on close email notification

Re: Solution on close email notification

Re: OTRS 2.4: Notification Tags

Re: OTRS 2.4: Notification Tags

Re: Solution on close email notification

Re: OTRS 2.4: Notification Tags

Solution on close email notification

Re: Error: Need History Type

Error: Need History Type

OTRS 2.4: Notification Tags