Znuny Open Source Ticketsystem

micshi

solved as following

cp /opt/otrs/scripts/apache2-httpd.include.conf /etc/apache2/conf-available/otrs.conf
cd /etc/apache2/conf-available
a2enconf otrs.conf
service apache2 restart

micshi

micshi

Hi, I have a host with ubuntu ver 14.04.1. There is no directory of "conf.d" under /etc/apache2. I think /etc/apache2/conf.d is obsolete in ubuntu 14.04.1. So I can not execute the following command to complete OTRS installation. cp /opt/otrs/scripts/apache2-httpd.include.conf /etc/apache2...

micshi

You can unlock ticket when it is move to another queue by make proper configuration via SysConfig.

Unlock ticket when changing owner (root@localhost) requires to make some changes in source code.

micshi

micshi

Hi diginin,

When the video of process management will be ready. I am looking forward to it.

thanks,

micshi

micshi

Your modification did no thing with customer company Name. 1. In DashboardTicketGeneric.pm, you should get the customer company name by looking up CustomerID and pass it to dtl file. You need call sub CustomerCompanyGet to get customer company name. 2. In order to show the customer company name, you...

micshi

Could you show your modification with diff command for both DashboardTicketGeneric.pm and AgentDashboardTicketGeneric.dtl?

micshi

Hi jojo,

How about network or storage devices which the fusion inventory agent can not install on?

Can OTRS discover those devices by SNMP protocal remotely and import them into CMDB automaticlly?

Thanks,

micshi

micshi

Don't make change on dtl file, instead you should make change on translation file If you want display 'Priority' in French.

thanks,

micshi

micshi

I checked it in version 3.1.5.

Split Ticket works fine with Dynamic Free Fields.

Thanks,

micshi

micshi

Suggest you to report this bug to http://bugs.otrs.org.

micshi

micshi

Set grroup relations for customer (Groups <-> Customer) in Customer Management and make customermized ACL.

micshi

micshi

Another quetion may be a configure question. When I "forward" an item in a ticket, the next ticket state is alwasy close successfully. Could I configure somehow to customize it, e.g. open?

make chage on Ticket::Frontend::AgentTicketForward###StateDefault

micshi

micshi

No, In proxy environment the IP address got from CGI is the IP address of Proxy Server.

micshi

micshi

It seems you have not yet readm Admin Manual. Service Request or Incident ticket is created For auto notification, you should make configuration in "Auto Responses" and "Auto Responses <-> Queues" in Amin Area. Ticket State Chang You should make some configuration in "Notifi...

micshi

select "Yes" on Ticket::Frontend::AgentTicketOwner###State.

micshi

micshi

1. If Parent ticket has been closed its child tickets also should be closed.

MastSlave extension module should be installed and configured.

2. Parent ticket should not be closed unless child tickets are closed.

Ticket::Acl::Module###1-Ticket::Acl::Module should be enabled.

micshi

micshi

Hope you report it to bugs.otrs.org.

micshi

micshi

Hi, When customer or agent searching for tickets, I want them only be ableto select a few specific states, such as 'new', 'open' and 'closed' and hide all other states for selection. But the following ACL does not work for it. $Self->{TicketAcl}->{'ACL-Agent-Customer-TickeSearch'} = { Properties => ...

micshi

if "Ticket::Acl::Module###1-Ticket::Acl::Module" was not actived, I can close master ticket manually and all its slave ticket will be closed automatically. But, after "Ticket::Acl::Module###1-Ticket::Acl::Module" was actived, I can not close Master ticket until all its slave ti...

micshi

Hi yuri0001, In OTRS 3.1.x I don't see that state and article duplicates in Master/Slave tickets. please install MasterSlave package 1.2.5 since the previous version has some bugs. you also should active all advanced configurations for MasterSlave. MasterSlave::AdvancedEnabled MasterSlave::UnsetMast...

micshi

MasterSlave module can not work properly since its bugs.

You can find a few bugs report on masterslave in http://bugs.otrs.org.

micshi

Suggestion.

1. Write a login script for AD that can get IP address when user login AD, then update this IP address to user profile in LDAP.

2. Import this IP from LDAP to OTRS customer profile. It will be easy if your OTRS is integrated with AD.

micshi

what is escalation? it's an action that was triggered by a rule.

If you want to assign a ticket to another agent, you should change the ticket owner or move the ticket to another queue.

micshi

you should read source code of ticket compose action.

micshi

Only ticket's owner or responsible agent can change ticket owner.

The dashboard only show those tickets the current login agent has rw permission on them.

micshi

Enable ChangeDelete menu from sysconfig.

ITSMChange::Frontend::MenuModule###100-ChangeDelete

Only the change manager can delete the changes which state is not in 'requested' or 'pending approval'.

micshi

you can create new types for ticket with your prefer language(in database), then make OTRS only show these ticket types by custom ACL.

thanks,

micshi

micshi

you can active delete menu button in ticket zoom.

Ticket::Frontend::MenuModule###460-Delete

micshi

Hi,

Maybe your issue was cause by zero escalation time of queue or SLA.

Try to set non-zero value for all escalations, include first response time, update time and solution time.

Thanks,

micshi

micshi

not possible.

you can sort ticket age up or down in queue view, status view or escalation view.

micshi

read admin manual

micshi

have you set up the cron job for generic_agent-database?

micshi

Hi micshi, Article action (reply) can not manipulate ticket attribute. Why not? Article points to the ticket it belongs to. Anyway, the Reply action allows to set the next state of the ticket. So I think it could possible to make it set the next priority as well. Regards, HervE Hi HervE, You are ri...

micshi

majo053 wrote:There is now way to do this in 3.0.11?

Yes, in line picture is the new feature in 3.1.1.

micshi

Framework -> Core,

AdminEmail

micshi

That's does not matter.

micshi

micshi

Queue View (AgentTicketQueue) provide a quick overview on unlocked tickets

micshi

root@helpdesk:/opt/otrs/Kernel/Output/HTML# diff -u TicketOverviewSmall.pm.bak TicketOverviewSmall.pm --- TicketOverviewSmall.pm.bak 2012-02-27 13:47:12.639548270 +0800 +++ TicketOverviewSmall.pm 2012-02-27 18:08:58.000000000 +0800 @@ -39,6 +39,7 @@ $Self->{CustomerUserObject} = Kernel::System::Cus...

micshi

You can not input value in dynamic field when customer replying ticket.

The following two configuration items are used to show (not for input) dynamic fields in CustomTicketZoom.
Ticket::Frontend::CustomerTicketZoom###DynamicField
Ticket::Frontend::CustomerTicketZoom###AttributesView

micshi

responsible notification is send by OTRS core module Kernel::System::Ticket.

making code change on core module has adversed impact.

micshi

your custom Malay translation should be saved in /Kernel/Language/ms_Custom.pm.

after your translation was completed, you shoul email ms_Custom.pm to "i18n@otrs.org".

OTRS develop team will add Malay language in next patch release.

micshi

For English language, the language code is 'en'.

do you know your language code?

micshi

There is a topic about "Customer with multiple IDs (Company tickets)" in chapter 11 of OTRS Admin Manual.

http://doc.otrs.org/3.0/en/html/custome ... backend-db

micshi

that's not possible.

micshi

Hi HervE,

Your second idea, maybe not realized.

Priority is one of ticket attribute, while reply is an action on article.

Article action (reply) can not manipulate ticket attribute.

thanks,

micshi

micshi

For creating new ticket, the front module will eventually call TicketCreate() interface which defined in the OTRS core module $Home/Kernel/System/Ticket.pm Without Priority parameter, TicketCreate() will be failed to create ticket. Please refer to Kernel::System:Ticket from Developer API Documentati...

micshi

I got a workaround for your problem. 1. add a new tag X-OTRS-Owner in PostmasterX-Header 2. create a PostMaster Filter for each queue set X-OTRS-Owner with agent according queue name (X-OTRS-Owner should be the agent id number in database instead of login name). 3. vi /opt/otrs/Kenel/System/PostMast...

micshi

You will find "Localization" at
http://www.otrs.com/en/open-source/contribute/

micshi

You can manage ticket responsible via the following two settings:

Ticket::ResponsibleAutoSet
Ticket::EventModulePost###140-ResponsibleAutoSet

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