Search found 132 matches
- 13 Nov 2023, 15:15
- Forum: Help
- Topic: Modify a field when generating a url
- Replies: 2
- Views: 1400
Re: Modify a field when generating a url
Perfect, thank you!
- 08 Nov 2023, 11:56
- Forum: Help
- Topic: Modify a field when generating a url
- Replies: 2
- Views: 1400
Modify a field when generating a url
Hi, i create a link to an external system by using (for example) [% Data.Created | uri %] This creates a date in format "yyyy-MM-dd HH:mm:ss". Now, in the external system there has been a change and they only accept "yyyy-MM-dd HH:mm" (without the seconds!). Is there any way i ca...
- 26 Jul 2023, 09:17
- Forum: Help
- Topic: More filter options in PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition
- Replies: 1
- Views: 497
More filter options in PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition
Hi, i have created several filters in the Core::PostMaster setting *PreFilterModule###000-ExternalTicketNumberRecognition* However, it is somewhat limited, i can for example filter only on FromAddressRegExp. Is there a documentation somewhere on how to add more regex fields? Like for example ToAddre...
- 30 Mar 2023, 12:29
- Forum: Help
- Topic: Upgrade/Update and retain customized files
- Replies: 3
- Views: 661
Re: Upgrade/Update and retain customized files
but imho this needs to be reflected in the documentation better. This essentially means ANY customization will be lost in an update, unless you use a package?
- 29 Mar 2023, 17:28
- Forum: Help
- Topic: Upgrade/Update and retain customized files
- Replies: 3
- Views: 661
Upgrade/Update and retain customized files
Hi, when i upgrade Znuny OTRS, there is a script that transfers settings and some files. However, the other day i noticed that my motd file was NOT transferred. How can i make sure i can transfer ALL customized files? Do i need to keep my own "log" or need to run a diff versus a "virg...
- 08 Dec 2022, 10:28
- Forum: Help
- Topic: Use content of ONE dynamic field to generate multiple URLS in ticket zoom
- Replies: 0
- Views: 2355
Use content of ONE dynamic field to generate multiple URLS in ticket zoom
Hi, i have several backend systems that i want to reach conveniently with a URL directly in a ticket (zoom). I populate 2 dynamic fields to generate two URLs, but the ID i use for the urls is actually the same. So i want to enter the ID only once, and have two URLs shown on ticket zoom. I guess this...
- 05 Dec 2022, 13:24
- Forum: Help
- Topic: Customer Search - "displayname" (LDAP/Database backend search)
- Replies: 0
- Views: 2324
Customer Search - "displayname" (LDAP/Database backend search)
Hi, i have a question in regards to reply/new tickets that are written to the customer. When i search for a customer in the "To" field, it looks up in the database (currently, that is LDAP, but will be expanded to a postgres as well) and proposes some customers, i can then choose from. If ...
- 29 Nov 2022, 21:31
- Forum: Help
- Topic: Text Input field not working
- Replies: 2
- Views: 459
Re: Text Input field not working
thanks! That was it!
- 29 Nov 2022, 16:17
- Forum: Help
- Topic: Text Input field not working
- Replies: 2
- Views: 459
Text Input field not working
Hi, i installed znuny 6.4.3, and before testing anything i updated to 6.4.4. - so i am not sure if the problem i am about to describe is actually from the update or from the beginning: In all dialogues where i can/must enter text, the text input field is "inactive", i cannot use it. For ex...
- 29 Nov 2022, 15:13
- Forum: General
- Topic: Upgrade 6.4 (non LTS) to 6.5 LTS
- Replies: 2
- Views: 950
Re: Upgrade 6.4 (non LTS) to 6.5 LTS
Thanks for the nice and welcoming response! I am a huge fan of OTRS and set up instances since at least 17 years. Now the next step with Znuny, yay
- 14 Nov 2022, 11:47
- Forum: General
- Topic: Upgrade 6.4 (non LTS) to 6.5 LTS
- Replies: 2
- Views: 950
Upgrade 6.4 (non LTS) to 6.5 LTS
Hi, i am in the process of installing OTRS 6 and our organization chose the Znuny Fork. I need to start as soon as possible. I see that 6.5 is right around the corner. Is it possible to have a smooth update from 6.4 to 6.5 or should i wait for the release of 6.5? Since 6.4 is EOL as soon as 6.5 is r...
- 23 Jun 2022, 09:34
- Forum: Help
- Topic: include ticket id (not ticket number) in report
- Replies: 10
- Views: 880
Re: include ticket id (not ticket number) in report
Also add TicketID within 'SortedAttributes' array https://github.com/znuny/Znuny/blob/df05989a64da3ee07f32e9bf21f50744db75a8d8/Kernel/System/Stats/Dynamic/TicketList.pm#L1750 my @SortedAttributes = qw( Number TicketNumber (+) TicketID Age Title ....... ......... ), thanks alot, that did the trick!!...
- 22 Jun 2022, 15:54
- Forum: Help
- Topic: include ticket id (not ticket number) in report
- Replies: 10
- Views: 880
Re: include ticket id (not ticket number) in report
anyone? There are more options uncommented in the ticketlist.pm file, so i guess there must be an easy way to make them available?
- 21 Jun 2022, 07:41
- Forum: Help
- Topic: include ticket id (not ticket number) in report
- Replies: 10
- Views: 880
Re: include ticket id (not ticket number) in report
t tried to find something in a tt or dtl file, but didnt. Where else can i look? or do i have to rebuild config?
- 19 Jun 2022, 18:37
- Forum: Help
- Topic: include ticket id (not ticket number) in report
- Replies: 10
- Views: 880
Re: include ticket id (not ticket number) in report
It worked. Thanks again, people! Actually, i was too fast... I can choose TicketID in the X-Axis now (and also OwnerID, i uncommented that one in TicketList.pm as well), but in the resulting file, both these columns are missing :( You see in x-axis "selector" i added ticketid and owner id...
- 19 Jun 2022, 18:35
- Forum: Help
- Topic: include ticket id (not ticket number) in report
- Replies: 10
- Views: 880
Re: include ticket id (not ticket number) in report
It worked. Thanks again, people!
- 17 Jun 2022, 15:46
- Forum: Help
- Topic: include ticket id (not ticket number) in report
- Replies: 10
- Views: 880
Re: include ticket id (not ticket number) in report
Hi, I think he talks about editing. It's recommended to copy the original files you like to modify to the Custom/ folder (including directories). In your case: /opt/otrs/Kernel/System/Stats/Dynamic/TicketList.pm => /opt/otrs/Custom/Kernel/System/Stats/Dynamic/TicketList.pm Then modify the file and ...
- 17 Jun 2022, 08:30
- Forum: Help
- Topic: include ticket id (not ticket number) in report
- Replies: 10
- Views: 880
Re: include ticket id (not ticket number) in report
https://github.com/znuny/Znuny/blob/df05989a64da3ee07f32e9bf21f50744db75a8d8/Kernel/System/Stats/Dynamic/TicketList.pm#L1642 are you implying i just need to uncomment this line? What comes after that (i usually try to avoid editing in the filesystem directly)? Do i just restart apache or do i have ...
- 16 Jun 2022, 09:25
- Forum: Help
- Topic: include ticket id (not ticket number) in report
- Replies: 10
- Views: 880
include ticket id (not ticket number) in report
Hi,
i would like to have the ticket ID included in reports (x-axis), not just the ticket number.
Do you know if there is a way?
Thank you!
i would like to have the ticket ID included in reports (x-axis), not just the ticket number.
Do you know if there is a way?
Thank you!
- 15 Jun 2022, 11:18
- Forum: Help
- Topic: otrs customer db (postgres) update - how to reflect
- Replies: 3
- Views: 326
Re: otrs customer db (postgres) update - how to reflect
Many thanks, roy! for type in $(find /usr/share/otrs/var/tmp/CacheFileStorable/ -maxdepth 1 -type d \( -name CustomerUser\* -o -name CustomerCompany\* \) -exec basename "{}" \; ) ;do /usr/share/otrs/bin/otrs.Console.pl Maint::Cache::Delete --type "$type"; done did the trick. This...
- 15 Jun 2022, 08:44
- Forum: Help
- Topic: otrs customer db (postgres) update - how to reflect
- Replies: 3
- Views: 326
Re: otrs customer db (postgres) update - how to reflect
or could be the solution the
Is this the standard value? 24 hours? wow. How dangerous is it turn it off or set it to 5 minutes, do you know?
setting in the config?CacheTTL => 60 * 60 * 24, # use 0 to turn off cache
Is this the standard value? 24 hours? wow. How dangerous is it turn it off or set it to 5 minutes, do you know?
- 15 Jun 2022, 08:39
- Forum: Help
- Topic: otrs customer db (postgres) update - how to reflect
- Replies: 3
- Views: 326
otrs customer db (postgres) update - how to reflect
Hi guys, quick question/scenario: OTRS uses a readonly customer database, that i fill/sync with external tools/scripts. I usually run this script at night, followed by a "/usr/share/otrs/bin/otrs.Console.pl Maint::Cache::Delete", so that changes in a customer are directly reflected in the ...
- 11 Apr 2022, 01:37
- Forum: Help
- Topic: generic agent - pass arguments to a script / or write data into customer database automatically
- Replies: 1
- Views: 432
generic agent - pass arguments to a script / or write data into customer database automatically
Hi, is it possible to pass arguments like customer id / login or contract number via generic agent to a script ? Ticket commands / CMD only allows ticket number and ticket id. Do i really have to write a custom module for this? Background to my question: - i import daily a customer database directly...
- 05 Jan 2021, 12:11
- Forum: Help
- Topic: Filter in "show online agents" possible?
- Replies: 0
- Views: 2073
Filter in "show online agents" possible?
Hi guys, do you know of a way to filter the list of online agents to (for example) show only users of a certain role? Currently the only filter i can see in the sysconfig is "agent", but all users, who can login into otrs are either agents or customers. I want our sales department to be ab...
- 08 Oct 2020, 18:04
- Forum: Help
- Topic: Closed Tickets in the Ticket Event Calendar
- Replies: 4
- Views: 2041
Re: Closed Tickets in the Ticket Event Calendar
Digging up an old topic here, but is there a way i can "hack" the event calendar to show past events even when the tickets are closed? OTRS 5 here.
For us it is important to see also in the past, not just the future...
For us it is important to see also in the past, not just the future...
- 03 Jun 2020, 15:04
- Forum: General
- Topic: Owner/User Name Tags
- Replies: 3
- Views: 1871
Re: Owner/User Name Tags
If building a link using Config.pm, Owner=[% Data.Owner | uri %] only can show the owner username only.. Perhaps writing some generic agent upon owner update event to update some dynamic field with owner fullname..from there can get the details from the dynamic field instead. thanks, this helps me ...
- 03 Jun 2020, 10:03
- Forum: General
- Topic: Owner/User Name Tags
- Replies: 3
- Views: 1871
Owner/User Name Tags
Hi, i have trouble using the tags for the owner of a ticket when i create a link. [% data.UserFullName | uri %] does not work. Any other iteration i tried also does not work. <OTRS_OWNER_*> or <OTRS_TICKET_OWNER_*> Not sure what the difference is between otrs_owner and otrs_ticket_owner? Also tried ...
- 05 Mar 2020, 09:12
- Forum: General
- Topic: Searchparameters in URL - more than one filter?
- Replies: 8
- Views: 3952
Re: Searchparameters in URL - more than one filter?
Thank you for your help.
- 04 Mar 2020, 20:42
- Forum: General
- Topic: Searchparameters in URL - more than one filter?
- Replies: 8
- Views: 3952
Re: Searchparameters in URL - more than one filter?
Hi, See https://github.com/OTRS/otrs/blob/rel-6_0/Kernel/Modules/AgentTicketSearch.pm#L227 and https://github.com/OTRS/otrs/blob/rel-6_0/Kernel/Modules/AgentTicketSearch.pm#L287 for possible parameters. Working example: /otrs/index.pl?Action=AgentTicketSearch;StateIDs=4;StateIDs=1;Subaction=Search ...
- 04 Mar 2020, 19:26
- Forum: General
- Topic: Searchparameters in URL - more than one filter?
- Replies: 8
- Views: 3952
Re: Searchparameters in URL - more than one filter?
putting it like StateType={new,closed} or StateType={'new','closed'} or StateType={'new';'closed'} also doesnt work
- 04 Mar 2020, 19:25
- Forum: General
- Topic: Searchparameters in URL - more than one filter?
- Replies: 8
- Views: 3952
Re: Searchparameters in URL - more than one filter?
StateID=1,2,3 etc also doesnt seem to work
- 04 Mar 2020, 18:51
- Forum: General
- Topic: Searchparameters in URL - more than one filter?
- Replies: 8
- Views: 3952
- 03 Mar 2020, 15:16
- Forum: General
- Topic: Timespan as search parameters in URL
- Replies: 6
- Views: 3651
Re: Timespan as search parameters in URL
i asked a followup question in viewtopic.php?f=53&t=41482
- 03 Mar 2020, 09:42
- Forum: General
- Topic: Searchparameters in URL - more than one filter?
- Replies: 8
- Views: 3952
Searchparameters in URL - more than one filter?
Hi, following up on https://forums.otterhub.org/viewtopic.php?f=53&t=41079&p=165873#p165873 I have a question: https://xyz.net/otrs/index.pl?Action=AgentTicketSearch;Subaction=Search;StateType=merged;ShownAttributes=LabelSearch_DynamicField_masterticket;Search_DynamicField_masterticket=[% Da...
- 02 Oct 2019, 16:55
- Forum: General
- Topic: Timespan as search parameters in URL
- Replies: 6
- Views: 3651
Re: Timespan as search parameters in URL
that worked perfectly, thank you!
Is there a list of usable search parameters handy somewhere?
Is there a list of usable search parameters handy somewhere?
- 02 Oct 2019, 15:47
- Forum: Help
- Topic: Return to Queue after pressing Junk/Spam Button
- Replies: 6
- Views: 3984
- 02 Oct 2019, 15:15
- Forum: Help
- Topic: Return to Queue after pressing Junk/Spam Button
- Replies: 6
- Views: 3984
- 02 Oct 2019, 15:14
- Forum: General
- Topic: Timespan as search parameters in URL
- Replies: 6
- Views: 3651
Re: Timespan as search parameters in URL
Hey, Just work with a search profile. After saving it, you can take the 'Profile link' and share it between agents. Best regards Emin Hi, thanks for the reply, but this link only works for ONE agent (the one who creates that search). The Profile link is actually a useless feature (i dont see practi...
- 02 Oct 2019, 12:29
- Forum: General
- Topic: Timespan as search parameters in URL
- Replies: 6
- Views: 3651
Timespan as search parameters in URL
Hi, i am looking for the exact way to properly add/change search parameters in the url. I dont know why OTRS is making it so hard. I found out how to use dynamic fields in the search. What i dont know is how to use date or timespan parameters. https://otrs.domain.net/otrs/index.pl?Action=AgentTicket...
- 22 Nov 2018, 10:22
- Forum: Help
- Topic: Return to Queue after pressing Junk/Spam Button
- Replies: 6
- Views: 3984
Return to Queue after pressing Junk/Spam Button
Hi, i would like OTRS to go back to the queue after i press the junk/spam button (same as after i close a ticket). Is that possible and how/where?
As of now, you are staying in ticket zoom.
As of now, you are staying in ticket zoom.
- 15 Nov 2018, 15:57
- Forum: Help
- Topic: creating new tickets out of notifications (not followups)
- Replies: 2
- Views: 10775
Re: creating new tickets out of notifications (not followups)
i really searched everywhere and i still cannot do it. How can i send a mail from OTRS to itself, that is opening a NEW ticket? Background: We have tickets, in which agents need to do something specific at a specified time. When the agent is not around or in lunch break, nobody will see the pending ...
- 14 Nov 2018, 20:07
- Forum: Help
- Topic: Dynamic Field Link is empty in ticket overview
- Replies: 6
- Views: 3286
Re: Dynamic Field Link is empty in ticket overview
Hi, Try Data.Redmine instead of Data.DynamicField_Redmine I think it's a backward compatibility that it works in AgentTicketZoom. - Roy Works like a charm, thank you! Actually i dont know why i have the DynamicField_ there, i guess i found it in some old documentation (and as you said, it worked in...
- 14 Nov 2018, 17:31
- Forum: Help
- Topic: Dynamic Field Link is empty in ticket overview
- Replies: 6
- Views: 3286
- 14 Nov 2018, 16:24
- Forum: Help
- Topic: Dynamic Field Link is empty in ticket overview
- Replies: 6
- Views: 3286
- 01 Nov 2018, 16:24
- Forum: Help
- Topic: Dynamic Field Link is empty in ticket overview
- Replies: 6
- Views: 3286
Dynamic Field Link is empty in ticket overview
Hi, i have set a dynamic field with an URL. In the ticket overview, it is DISPLAYED correctly (the right value is displayed and it is a hyperlink): Screenshot from 2018-11-01 15-21-00.png However, the link behind it is JUST the base URL, WITHOUT the dynamic field content in it (it is basically usele...
- 28 Sep 2018, 15:57
- Forum: Help
- Topic: Adding DynamicField to Bulk Action Screen
- Replies: 1
- Views: 1319
Adding DynamicField to Bulk Action Screen
Hi,
i can add dynamic field to virtually all screens/interfaces in OTRS, but i cannot customize the Bulk Action Screen.
Is it possible to do that, somehow? IN sysconfig i cannot add it.
Thanks, PhoX
i can add dynamic field to virtually all screens/interfaces in OTRS, but i cannot customize the Bulk Action Screen.
Is it possible to do that, somehow? IN sysconfig i cannot add it.
Thanks, PhoX
- 20 Jun 2018, 15:47
- Forum: Help
- Topic: creating new tickets out of notifications (not followups)
- Replies: 2
- Views: 10775
creating new tickets out of notifications (not followups)
Hi, i would like to have a notification, that creates a new ticket - not a followup article. In other words: If an event happens (lets say a due date is reached), i want to create a NEW ticket instead of an update in an existing ticket (the one with the due date). Bonus: Have both tickets automatica...
- 01 Jun 2018, 12:59
- Forum: Help
- Topic: Generic Agent / Notifications -> Timebased Messages
- Replies: 0
- Views: 18532
Generic Agent / Notifications -> Timebased Messages
Hi, i have a few ticket-date/time dynamic fields, where i would like to have some messages sent to a specific group of people when a certain date is reached (or some days before, depending on case). In the notifications i cannot choose dynamic fields like date/time (that is where i would have expect...
- 30 May 2018, 16:03
- Forum: Help
- Topic: Customer phone article type - why does it not count as first response?
- Replies: 3
- Views: 33272
Re: Customer phone article type - why does it not count as first response?
thanks for your input, i played around a bit more,
this is the only combination of applied filters that leads to first response timer disabled:
this is the only combination of applied filters that leads to first response timer disabled:
- 25 May 2018, 14:10
- Forum: Help
- Topic: Customer phone article type - why does it not count as first response?
- Replies: 3
- Views: 33272