Search found 37 matches
- 06 Jul 2011, 12:21
- Forum: Help
- Topic: Queue view - Viewing Locked Tickets
- Replies: 0
- Views: 556
Queue view - Viewing Locked Tickets
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...
- 10 May 2011, 14:13
- Forum: Help
- Topic: IPhone App - How to add restrictions
- Replies: 2
- Views: 1003
Re: IPhone App - How to add restrictions
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...
- 10 May 2011, 10:05
- Forum: Help
- Topic: IPhone App - How to add restrictions
- Replies: 2
- Views: 1003
Re: IPhone App - How to add restrictions
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?
- 10 May 2011, 09:48
- Forum: Help
- Topic: Change translation file
- Replies: 6
- Views: 2484
Re: Change translation file
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?
- 09 May 2011, 14:43
- Forum: Help
- Topic: Change translation file
- Replies: 6
- Views: 2484
Re: Change translation file
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?
- 09 May 2011, 13:06
- Forum: Help
- Topic: IPhone App - How to add restrictions
- Replies: 2
- Views: 1003
IPhone App - How to add restrictions
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...
- 09 May 2011, 12:09
- Forum: Help
- Topic: Change translation file
- Replies: 6
- Views: 2484
Re: Change translation file
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
Thanks in advance
- 06 May 2011, 14:18
- Forum: Help
- Topic: Change translation file
- Replies: 6
- Views: 2484
Change translation file
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...
- 06 May 2011, 13:00
- Forum: Help
- Topic: Modify the text of an open ticket
- Replies: 3
- Views: 1129
Re: Modify the text of an open ticket
Ok, thanks for your answer...
It was a request from my agents.
It was a request from my agents.
- 04 May 2011, 09:51
- Forum: Help
- Topic: Modify the text of an open ticket
- Replies: 3
- Views: 1129
Modify the text of an open ticket
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?...
- 03 May 2011, 17:55
- Forum: General
- Topic: Agent: Send Status Mail - not as a reply?
- Replies: 3
- Views: 1537
Re: Agent: Send Status Mail - not as a reply?
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.
If you need further support, i am here.
- 03 May 2011, 17:53
- Forum: General
- Topic: Upgrade OTRS for windows from 2.4 to 3.7
- Replies: 2
- Views: 1163
Re: Upgrade OTRS for windows from 2.4 to 3.7
Directly from the admin manual of 3.0 version:
If you find any problem, i hope to help you.
Bye
Code: Select all
http://doc.otrs.org/3.0/en/html/upgrading.html
Bye
- 03 May 2011, 11:21
- Forum: Help
- Topic: How to show ticket Age in statistics as Days & Hour
- Replies: 4
- Views: 2242
Re: How to show ticket Age in statistics as Days & Hour
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.
- 03 May 2011, 10:13
- Forum: Help
- Topic: Unable to attach a file larger than 1 MB
- Replies: 5
- Views: 1579
Re: Unable to attach a file larger than 1 MB
Thanks a lot now it works greatly.
So it was a MySql issue.
THANKS THANKS THANKS
So it was a MySql issue.
THANKS THANKS THANKS
- 03 May 2011, 09:25
- Forum: Help
- Topic: Unable to attach a file larger than 1 MB
- Replies: 5
- Views: 1579
Re: Unable to attach a file larger than 1 MB
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.
- 03 May 2011, 07:57
- Forum: Help
- Topic: Unable to attach a file larger than 1 MB
- Replies: 5
- Views: 1579
Re: Unable to attach a file larger than 1 MB
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.
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.
- 02 May 2011, 17:01
- Forum: Help
- Topic: Unable to attach a file larger than 1 MB
- Replies: 5
- Views: 1579
Unable to attach a file larger than 1 MB
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
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
- 26 Apr 2011, 16:16
- Forum: Help
- Topic: Unable to open new ticket
- Replies: 1
- Views: 1229
Unable to open new ticket
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 ...
- 25 Apr 2011, 12:28
- Forum: General
- Topic: Modify Agent Interface - New Ticket
- Replies: 1
- Views: 956
Re: Modify Agent Interface - New Ticket
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.
Now this buttons are displayed only for the groups i have definied.
- 21 Apr 2011, 16:51
- Forum: General
- Topic: Modify Agent Interface - New Ticket
- Replies: 1
- Views: 956
Modify Agent Interface - New Ticket
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
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
- 21 Apr 2011, 16:37
- Forum: General
- Topic: how to add and delete a field from Customer Information Form
- Replies: 5
- Views: 2497
Re: how to add and delete a field from Customer Information
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...
- 21 Apr 2011, 09:53
- Forum: Generale
- Topic: Riusciamo a portare "OTRS" in Italia ?
- Replies: 3
- Views: 56533
Re: Riusciamo a portare "OTRS" in Italia ?
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...
- 21 Apr 2011, 09:44
- Forum: General
- Topic: Statistic Usage
- Replies: 1
- Views: 899
Re: Statistic Usage
Please anyone can help me?
I need only to do a graph like this one:
I need only to do a graph like this one:
- 20 Apr 2011, 15:35
- Forum: General
- Topic: Statistic Usage
- Replies: 1
- Views: 899
Statistic Usage
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:...
- 20 Apr 2011, 14:46
- Forum: General
- Topic: How to add "Weeks Selection" under Stats module
- Replies: 1
- Views: 815
Re: How to add "Weeks Selection" under Stats module
Anyone knows?
- 18 Apr 2011, 11:23
- Forum: General
- Topic: How to add "Weeks Selection" under Stats module
- Replies: 1
- Views: 815
How to add "Weeks Selection" under Stats module
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...
- 12 Apr 2011, 15:00
- Forum: General
- Topic: Solution on close email notification
- Replies: 9
- Views: 2252
Re: Solution on close email notification
Can be a solution. Thanks for your help.
I think we can close this topic as solved.
I think we can close this topic as solved.
- 11 Apr 2011, 15:53
- Forum: General
- Topic: Solution on close email notification
- Replies: 9
- Views: 2252
Re: Solution on close email notification
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?
In this case an email will be sent to the customer and the ticket was closed?
- 11 Apr 2011, 09:01
- Forum: General
- Topic: Solution on close email notification
- Replies: 9
- Views: 2252
Re: Solution on close email notification
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...
- 11 Apr 2011, 08:55
- Forum: General
- Topic: OTRS 2.4: Notification Tags
- Replies: 6
- Views: 1899
Re: OTRS 2.4: Notification Tags
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.
- 08 Apr 2011, 16:25
- Forum: General
- Topic: OTRS 2.4: Notification Tags
- Replies: 6
- Views: 1899
Re: OTRS 2.4: Notification Tags
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 ?
Where i can see all the tags available in the configuration files or source code ?
- 08 Apr 2011, 15:31
- Forum: General
- Topic: Solution on close email notification
- Replies: 9
- Views: 2252
Re: Solution on close email notification
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 ???
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 ???
- 08 Apr 2011, 14:55
- Forum: General
- Topic: OTRS 2.4: Notification Tags
- Replies: 6
- Views: 1899
Re: OTRS 2.4: Notification Tags
It's a little strange that i can't see all the tags available under Notification Event.
Nobody want to help me?
Nobody want to help me?
- 08 Apr 2011, 14:35
- Forum: General
- Topic: Solution on close email notification
- Replies: 9
- Views: 2252
Solution on close email notification
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 ?
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 ?
- 08 Apr 2011, 10:43
- Forum: Help
- Topic: Error: Need History Type
- Replies: 1
- Views: 1254
Re: Error: Need History Type
Ok, i have resolved my error.
Under Frontend::Agent::Ticket::ViewResponsible, i have to check the two boxes:
HistoryType:
HistoryComment:
Now it works.
Under Frontend::Agent::Ticket::ViewResponsible, i have to check the two boxes:
HistoryType:
HistoryComment:
Now it works.
- 08 Apr 2011, 09:57
- Forum: Help
- Topic: Error: Need History Type
- Replies: 1
- Views: 1254
Error: Need History Type
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...
- 07 Apr 2011, 11:38
- Forum: General
- Topic: OTRS 2.4: Notification Tags
- Replies: 6
- Views: 1899
OTRS 2.4: Notification Tags
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
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