Hi Bob,
Check out the setting CustomerPanelOwnSelection in the System Configuration. Left hand (key) the qeue name, right hand (value) the name which should be displayed to the user.
- Roy
Search found 3960 matches
- 17 Aug 2018, 07:29
- Forum: Help
- Topic: limiting queue selection in new ticket creation
- Replies: 2
- Views: 747
- 15 Aug 2018, 11:39
- Forum: Help
- Topic: Internal server error 500
- Replies: 6
- Views: 2607
Re: Internal server error 500
Hi,
If Perl was updated you should restart httpd and the OTRS daemon
- Roy
If Perl was updated you should restart httpd and the OTRS daemon
- Roy
- 13 Aug 2018, 14:20
- Forum: Hilfe
- Topic: OTRS ODBC View für Customer Daten
- Replies: 2
- Views: 881
Re: OTRS ODBC View für Customer Daten
HI,
Schritt 1: MS ODBC Treiber installiere. Da gibt es Pakete und Anleitung von Microsoft. Ohne das über die Shell eine Zugriff möglich ist geht's nicht weiter.
Schritt 2: View/Tabelle wie jede andere Kundendatenbank in OTRS einbinden (CustomerUser, DSN ist halt ODBC)
- Roy
Schritt 1: MS ODBC Treiber installiere. Da gibt es Pakete und Anleitung von Microsoft. Ohne das über die Shell eine Zugriff möglich ist geht's nicht weiter.
Schritt 2: View/Tabelle wie jede andere Kundendatenbank in OTRS einbinden (CustomerUser, DSN ist halt ODBC)
- Roy
- 13 Aug 2018, 14:18
- Forum: General
- Topic: How to get size of queues
- Replies: 5
- Views: 1897
Re: How to get size of queues
Hi,
to get a rought idea of the size try this:
- Roy
to get a rought idea of the size try this:
Code: Select all
SELECT
table_name,
round(((data_length + index_length) / 1024 / 1024), 2) `Size in MB`
FROM information_schema.TABLES
WHERE table_schema = "otrs"
AND table_name = "article_data_mime_attachment"
- 08 Aug 2018, 19:17
- Forum: Hilfe
- Topic: QuickClose ausblenden wenn Ticket gesperrt
- Replies: 6
- Views: 2328
Re: QuickClose ausblenden wenn Ticket gesperrt
Hallo,
das QuickClose ist ja ein eigenes Modul. Wenn man das nicht nutzen mag ist es einfacher das Addon zu deinstallieren.
- Roy
das QuickClose ist ja ein eigenes Modul. Wenn man das nicht nutzen mag ist es einfacher das Addon zu deinstallieren.
- Roy
- 07 Aug 2018, 15:43
- Forum: Hilfe
- Topic: Lösungszeit zufällig? [solved]
- Replies: 10
- Views: 2393
Re: Lösungszeit zufällig?
Hi, 120 Stunden Eskalation kann sich über einen deutlich längeren Zeitraum ziehen. OTRS beachtet halt nur die im Kalender eingestellten Zeit. Einfach mal die SySconfig checken (Core::Time). Kommt zum Beispiel ein Ticket am Samstag rein macht es schon Sinn die Zeit erst am Montag zu Arbeitsbeginn sta...
- 07 Aug 2018, 15:39
- Forum: General
- Topic: Change colors for priority and articles
- Replies: 1
- Views: 1062
Re: Change colors for priority and articles
Hi,
For priorities there is Znuny4OTRS-CustomPriorityColor for free (OTRS 4,5,6). For both questioned elements you can also create a custom skin. Check the documentation how to start.
- Roy
For priorities there is Znuny4OTRS-CustomPriorityColor for free (OTRS 4,5,6). For both questioned elements you can also create a custom skin. Check the documentation how to start.
- Roy
- 06 Aug 2018, 09:09
- Forum: Hilfe
- Topic: Generic Interface - CreateTicket
- Replies: 1
- Views: 617
Re: Generic Interface - CreateTicket
Hi,
Nein das geht nicht.
- Roy
Nein das geht nicht.
- Roy
- 05 Aug 2018, 21:46
- Forum: Hilfe
- Topic: EMail Ticket via GenericInterface
- Replies: 6
- Views: 1955
Re: EMail Ticket via GenericInterface
Hallo Bernhard,
füge als Parameter beim Artikel noch folgendes hinzu:
- Roy
füge als Parameter beim Artikel noch folgendes hinzu:
Code: Select all
"CommunicationChannel": 'Email',
- 05 Aug 2018, 21:23
- Forum: Hilfe
- Topic: EMail Ticket via GenericInterface
- Replies: 6
- Views: 1955
Re: EMail Ticket via GenericInterface
Hallo,
ich probier das mal gleich morgen aus.
- Roy
ich probier das mal gleich morgen aus.
- Roy
- 05 Aug 2018, 16:47
- Forum: Hilfe
- Topic: EMail Ticket via GenericInterface
- Replies: 6
- Views: 1955
Re: EMail Ticket via GenericInterface
Hallo Bernhard,
schau Dir mal das Paket hier an: https://github.com/znuny/Znuny4OTRS-GIArticleSend
- Roy
schau Dir mal das Paket hier an: https://github.com/znuny/Znuny4OTRS-GIArticleSend
- Roy
- 03 Aug 2018, 13:01
- Forum: General
- Topic: Error after upgrading to OTRS 6 "Can't locate object method "new" via package..."
- Replies: 3
- Views: 7228
Re: Error after upgrading to OTRS 6 "Can't locate object method "new" via package..."
Hi,
There is not StaticDB or RuntimeDB in OTRS 6 (and also not in patch level before 6.0.10). The SysConfig from OTRS 5 is converted (see scripts/DBUpdateTo6/MigrateArticleSearchIndex.pm around line 48). If your migrated system has StaticDB as a value something went wrong during the migration.
- Roy
There is not StaticDB or RuntimeDB in OTRS 6 (and also not in patch level before 6.0.10). The SysConfig from OTRS 5 is converted (see scripts/DBUpdateTo6/MigrateArticleSearchIndex.pm around line 48). If your migrated system has StaticDB as a value something went wrong during the migration.
- Roy
- 31 Jul 2018, 16:26
- Forum: Help
- Topic: Where to change the Package::AllowNotVerifiedPackages setting?
- Replies: 5
- Views: 4034
Re: Where to change the Package::AllowNotVerifiedPackages setting?
Hi,
Just use
- Roy
Just use
Code: Select all
bin/otrs.Console.pl Admin::Config::Update --setting-name Package::Package::AllowNotVerifiedPackages --value 1
- 31 Jul 2018, 07:48
- Forum: Help
- Topic: How to update the Update Refresh time <2 min
- Replies: 1
- Views: 1224
Re: How to update the Update Refresh time <2 min
Hi Akshat, put the xml into Kernel/Config/Files/XML/MyPreferences.xml <?xml version="1.0" encoding="utf-8"?> <otrs_config version="2.0" init="Config"> <Setting Name="PreferencesGroups###RefreshTime" Required="0" Valid="1"> <Descri...
- 30 Jul 2018, 16:52
- Forum: General
- Topic: How to get size of queues
- Replies: 5
- Views: 1897
Re: How to get size of queues
Hi,
Do you have the attachments in the database or in the filesystem?
- Roy
Do you have the attachments in the database or in the filesystem?
- Roy
- 30 Jul 2018, 11:02
- Forum: General
- Topic: How to get size of queues
- Replies: 5
- Views: 1897
Re: How to get size of queues
Hi,
Size could be everything. DO you talkt about numbers of tickets, numbers of articles, sizes of attachments, ...?
- Roy
Size could be everything. DO you talkt about numbers of tickets, numbers of articles, sizes of attachments, ...?
- Roy
- 26 Jul 2018, 12:32
- Forum: Help
- Topic: Problem to Update State using Transition Action
- Replies: 1
- Views: 1375
Re: Problem to Update State using Transition Action
Hi,
do you have any ACLs which could match?
- Roy
do you have any ACLs which could match?
- Roy
- 24 Jul 2018, 17:24
- Forum: Help
- Topic: Language characters as symbols from AD users
- Replies: 1
- Views: 1477
Re: Language characters as symbols from AD users
Hi,
Try this into your Params section
and don't ask me why it works if it works.
- Roy
Try this into your Params section
Code: Select all
SourceCharset => 'utf-8',
DestCharset => 'utf-8',
- Roy
- 21 Jul 2018, 14:05
- Forum: General
- Topic: Upgrade from 5 to 6.0.6 - Ticket::StorageModule Effective value is not correct
- Replies: 7
- Views: 4636
Re: Upgrade from 5 to 6.0.6 - Ticket::StorageModule Effective value is not correct
HI,
What's the current value? From 5.0 to 6.0 the path changed to Kernel/System/Ticket/Article/Backend/MIMEBase/ArticleStorage*.pm and the setting name to Ticket::Article::Backend::MIMEBase::ArticleStorage
Looks like sth. went wrong. Did you exactly followed all steps to upgrade?
- Roy
What's the current value? From 5.0 to 6.0 the path changed to Kernel/System/Ticket/Article/Backend/MIMEBase/ArticleStorage*.pm and the setting name to Ticket::Article::Backend::MIMEBase::ArticleStorage
Looks like sth. went wrong. Did you exactly followed all steps to upgrade?
- Roy
- 21 Jul 2018, 14:01
- Forum: Help
- Topic: Sync department option from Active Direcotory
- Replies: 3
- Views: 2996
Re: Sync department option from Active Direcotory
Hi,
Es werde nur UserMobile and UserEmail noch gespeichert. Wenn Du mehr willst müsste das hier die Stelle sein um anzusetzen: https://github.com/OTRS/otrs/blob/rel-6 ... er.pm#L582.
Bitte aber dazu den Customer/ Ordner nutzen
- Roy
Es werde nur UserMobile and UserEmail noch gespeichert. Wenn Du mehr willst müsste das hier die Stelle sein um anzusetzen: https://github.com/OTRS/otrs/blob/rel-6 ... er.pm#L582.
Bitte aber dazu den Customer/ Ordner nutzen
- Roy
- 19 Jul 2018, 20:00
- Forum: Hilfe
- Topic: [gelöst]Reihenfolge der Dashlets fehlerhaft
- Replies: 7
- Views: 2900
Re: [gelöst]Reihenfolge der Dashlets fehlerhaft
Hi,
Also hier mal wie die Tabelle angelegt wird:
https://github.com/OTRS/otrs/blob/rel-6 ... ql.sql#L66
Das ist sogar deutlich mehr als als 250. Das war der Wert in OTRS 3.2, ich würde mal sagen das war jemand nicht sehr ordentlich beim Updaten
- Roy
Also hier mal wie die Tabelle angelegt wird:
https://github.com/OTRS/otrs/blob/rel-6 ... ql.sql#L66
Das ist sogar deutlich mehr als als 250. Das war der Wert in OTRS 3.2, ich würde mal sagen das war jemand nicht sehr ordentlich beim Updaten
- Roy
- 19 Jul 2018, 19:55
- Forum: Hilfe
- Topic: Verständnisfrage: Reportfelder "Erstantwortzeit in Minuten" und "Lösungszeit in Minuten"
- Replies: 3
- Views: 2231
Re: Verständnisfrage: Reportfelder "Erstantwortzeit in Minuten" und "Lösungszeit in Minuten"
Hallo Christopher, hier mal eine kleine Erklärung/Beschreibung der Zeiten im Quellcode https://github.com/OTRS/otrs/blob/rel-5_0/Kernel/System/Ticket.pm#L2503 . Die Zeiten werden i.d.R. unter Berücksichtigung der Arbeitszeiten des gültigen Kalenders ermitteln (bei der Queue bzw. dem SLA). Ist keine ...
- 19 Jul 2018, 15:25
- Forum: Hilfe
- Topic: [gelöst]Reihenfolge der Dashlets fehlerhaft
- Replies: 7
- Views: 2900
Re: Reihenfolge der Dashlets fehlerhaft
Hi,
schau mal in die Tabelle user_preferences.
- Roy
schau mal in die Tabelle user_preferences.
- Roy
- 19 Jul 2018, 15:22
- Forum: General
- Topic: How can we remove TYPE,PRIORITY and Responsible in the ticket???
- Replies: 1
- Views: 2461
Re: How can we remove TYPE,PRIORITY and Responsible in the ticket???
Hi,
Ticket Type and Responsible can be disabled via SysConfig. Priority is a mandatory field and always needed. But you can modify the template and remove/comment out the priority.
- Roy
Ticket Type and Responsible can be disabled via SysConfig. Priority is a mandatory field and always needed. But you can modify the template and remove/comment out the priority.
- Roy
- 19 Jul 2018, 11:27
- Forum: Help
- Topic: Agent and Customer Auth using Active Directory
- Replies: 20
- Views: 16573
Re: Agent and Customer Auth using Active Directory
Hi Van,
The 1 after the Agent Authentication just says it's the second mechanism which is tried when an agent logins in. The default is the built in database (without any number), after that the configuration with the appendix 1, then with 2 (up to 1o) if they exist.
- Roy
The 1 after the Agent Authentication just says it's the second mechanism which is tried when an agent logins in. The default is the built in database (without any number), after that the configuration with the appendix 1, then with 2 (up to 1o) if they exist.
- Roy
- 19 Jul 2018, 11:21
- Forum: Help
- Topic: OTRS Scheduler Daemon Cron: MailQueueSend with PostFix
- Replies: 2
- Views: 4565
Re: OTRS Scheduler Daemon Cron: MailQueueSend with PostFix
Hi,
Use the Sendmail module an let Postfix doing the job.
- Roy
Use the Sendmail module an let Postfix doing the job.
- Roy
- 19 Jul 2018, 11:19
- Forum: General
- Topic: Open Status page
- Replies: 2
- Views: 2819
Re: Open Status page
Hi,
I recommend using the GenericInterface and a custom website accessing OTRS via REST requests.
- Roy
I recommend using the GenericInterface and a custom website accessing OTRS via REST requests.
- Roy
- 19 Jul 2018, 11:17
- Forum: General
- Topic: [partly solved] Agent Impersonation or forced "My Queues"
- Replies: 6
- Views: 3787
Re: Agent Impersonation or forced "My Queues"
Hi,
Yes there is the possibility. Search the System Configuration for SwitchToUser and after enabling it you'll have a new link for each agent in the agent overview.
- Roy
Yes there is the possibility. Search the System Configuration for SwitchToUser and after enabling it you'll have a new link for each agent in the agent overview.
- Roy
- 19 Jul 2018, 11:15
- Forum: Hilfe
- Topic: [gelöst]Reihenfolge der Dashlets fehlerhaft
- Replies: 7
- Views: 2900
Re: Reihenfolge der Dashlets fehlerhaft
Hi, das ist die Standard-Reihenfolge. Die wird durch die Sortierung des Keys im Config Hash beeinflusst. Hier mal die Originalen Werte: https://github.com/OTRS/otrs/blob/rel-6_0/Kernel/Config/Files/XML/Ticket.xml#L5957 https://github.com/OTRS/otrs/blob/rel-6_0/Kernel/Config/Files/XML/Ticket.xml#L601...
- 13 Jul 2018, 18:45
- Forum: Help
- Topic: Agent and Customer Auth using Active Directory
- Replies: 20
- Views: 16573
- 13 Jul 2018, 18:29
- Forum: Help
- Topic: Agent and Customer Auth using Active Directory
- Replies: 20
- Views: 16573
Re: Agent and Customer Auth using Active Directory
Also, what if I use only the Customer LDAP Authentication and eliminate the Agent. Since I have to put the Agent into OTRS anyway it seems pointless to use AD. I have a small number of agents to work with. Hi, You can do both or the one or other. I prefer alway both to keep it simple for everyone t...
- 13 Jul 2018, 17:15
- Forum: Help
- Topic: Agent and Customer Auth using Active Directory
- Replies: 20
- Views: 16573
Re: Agent and Customer Auth using Active Directory
I woud start without any group restrictions first. Do you really use customer.pl to check the customer login?
- Roy
- Roy
- 13 Jul 2018, 17:04
- Forum: Help
- Topic: Agent and Customer Auth using Active Directory
- Replies: 20
- Views: 16573
Re: Agent and Customer Auth using Active Directory
This is the message from System Log Fri Jul 13 08:08:36 2018 error OTRS-CGI-95 No UserID found for 'ttesthowell2734'! Hi Van, This message is related to an agent login. The message for CustomerUser woud be like "No such user.." There must be another message in the OTRS log after an custom...
- 13 Jul 2018, 15:28
- Forum: Help
- Topic: Agent and Customer Auth using Active Directory
- Replies: 20
- Views: 16573
Re: Agent and Customer Auth using Active Directory
Hi Van,
That's the webserver log. OTRS is logging via Syslog or in a custom file (see SysConfig LogModule, LogModule::LogFile) or check the System Log in the admin area.
- Roy
That's the webserver log. OTRS is logging via Syslog or in a custom file (see SysConfig LogModule, LogModule::LogFile) or check the System Log in the admin area.
- Roy
- 13 Jul 2018, 09:57
- Forum: Help
- Topic: Agent and Customer Auth using Active Directory
- Replies: 20
- Views: 16573
Re: Agent and Customer Auth using Active Directory
Hi Van,
There should be any related entry in the log like wurzel wrote. So far your Config looks good.
- Roy
There should be any related entry in the log like wurzel wrote. So far your Config looks good.
- Roy
- 12 Jul 2018, 17:35
- Forum: Help
- Topic: [Solved] Can't filter and sort in one of DynamicField
- Replies: 4
- Views: 4113
Re: Can't filter and sort in one of DynamicField
Hi,
You can see it: the drop down (fixed list) is sortable, the Place (textarea) not. To set a filter for a column the data type needs to be out of a list.
- Roy
You can see it: the drop down (fixed list) is sortable, the Place (textarea) not. To set a filter for a column the data type needs to be out of a list.
- Roy
- 12 Jul 2018, 16:51
- Forum: Help
- Topic: [Solved] Can't filter and sort in one of DynamicField
- Replies: 4
- Views: 4113
Re: Can't filter and sort in one of DynamicField
Hi,
What kind of dynamic field is it?
- Roy
What kind of dynamic field is it?
- Roy
- 12 Jul 2018, 11:57
- Forum: Allgemeines
- Topic: Ticket aktualisieren / in der Queue nach vorne holen
- Replies: 2
- Views: 4921
Re: Ticket aktualisieren / in der Queue nach vorne holen
Hallo, es gibt für solche Fälle z.B. das (kostenlose) Paket Znuny4OTRS-SortByLastContact. Dann kann man nach einer Spalte sortieren die das Datum des letzten Kontaktes enthält. Ansonsten kann man über die Priorität nach oben "rutschen" lassen, ich denke das das hier aber nicht so zielführe...
- 11 Jul 2018, 08:06
- Forum: Help
- Topic: Default ticket owner new tickets
- Replies: 2
- Views: 2885
Re: Default ticket owner new tickets
Hi,
Did you tried a GenericAgent eventbased (TicketCreate and TicketQueueUpdate events)?
- Roy
Did you tried a GenericAgent eventbased (TicketCreate and TicketQueueUpdate events)?
- Roy
- 10 Jul 2018, 11:10
- Forum: Hilfe
- Topic: [Gelöst] Zuordnung von E-Mail-Aliasen zu Kundenbenutzern
- Replies: 2
- Views: 2900
Re: Zuordnung von E-Mail-Aliasen zu Kundenbenutzern
Hallo,
es ist möglich mehrere Felder anzugeben in denen gesucht wird. Das Setting für Customeruser dazu lautet CustomerUserPostMasterSearchFields
- Roy
es ist möglich mehrere Felder anzugeben in denen gesucht wird. Das Setting für Customeruser dazu lautet CustomerUserPostMasterSearchFields
- Roy
- 09 Jul 2018, 08:44
- Forum: Help
- Topic: Reports on Tickets Stats
- Replies: 3
- Views: 4409
- 08 Jul 2018, 09:28
- Forum: General
- Topic: Upgrade from 3.x to current
- Replies: 2
- Views: 2927
Re: Upgrade from 3.x to current
Hi Linwood,
It's hard to answer your question. From my experience it all depends individually on the amount of data (# of tickets, articles, etc.) and sometimes of the installed packages. And don't do this without a test upgrade.
- Roy
It's hard to answer your question. From my experience it all depends individually on the amount of data (# of tickets, articles, etc.) and sometimes of the installed packages. And don't do this without a test upgrade.
- Roy
- 05 Jul 2018, 17:57
- Forum: Help
- Topic: editing database and web front syncro
- Replies: 1
- Views: 2243
Re: editing database and web front syncro
Hi,
Writing into the database is extremely discouraged. As an alternative use the GenericInterface, there a way to update the Owner (TicketUpdate operation).
- Roy
Writing into the database is extremely discouraged. As an alternative use the GenericInterface, there a way to update the Owner (TicketUpdate operation).
- Roy
- 28 Jun 2018, 20:13
- Forum: Help
- Topic: [SOLVED] Change "Owner" name variable
- Replies: 4
- Views: 4397
Re: Change "Owner" name variable
Hi,
I would suggest creating a custom translation file, you'll an example in Kernel/Language/xx_Custom.pm and create a "wrong" translation for the term Owner.
- Roy
I would suggest creating a custom translation file, you'll an example in Kernel/Language/xx_Custom.pm and create a "wrong" translation for the term Owner.
- Roy
- 28 Jun 2018, 20:01
- Forum: Help
- Topic: [SOLVED] Change "Owner" name variable
- Replies: 4
- Views: 4397
Re: Change "Owner" name variable
Hi,
What is the expected result?
- Roy
What is the expected result?
- Roy
- 28 Jun 2018, 10:25
- Forum: Hilfe
- Topic: Feld "Service" als Pflichtfeld
- Replies: 7
- Views: 5006
Re: Feld "Service" als Pflichtfeld
Hallo Günter,
das ist so nicht möglich, auch nicht mit ACLs. Maximal kann ich mir vorstellen einen "Dummy" Service zu nutzen und auf den via ACL zu beschränken wenn ein Tickettyp gewählt wurde der keines "richtigen" Service bedarf.
- Roy
das ist so nicht möglich, auch nicht mit ACLs. Maximal kann ich mir vorstellen einen "Dummy" Service zu nutzen und auf den via ACL zu beschränken wenn ein Tickettyp gewählt wurde der keines "richtigen" Service bedarf.
- Roy
- 26 Jun 2018, 14:34
- Forum: Allgemeines
- Topic: OTRS alles neu
- Replies: 3
- Views: 7407
Re: OTRS alles neu
Hier gibt's alle Versionen zum download: http://ftp.otrs.org/pub/otrs/IgorVan wrote: ↑26 Jun 2018, 14:32
wo bitte finde ich Patch 8 ==> https://community.otrs.com/download-otr ... n/?lang=de
wenn MS SQL nicht unterstützt wird, werde ich noch MySQL installieren.
- Roy
- 26 Jun 2018, 14:29
- Forum: Allgemeines
- Topic: OTRS alles neu
- Replies: 3
- Views: 7407
Re: OTRS alles neu
Hallo, kann ich den Microsoft SQL Server trotz Ubuntu für die neue OTRS-DB verwenden? Nein hätte mir jetzt unter Source das tar.gz File runtergeladen. https://community.otrs.com/thank-you-for-downloading-the -otrs-community-edition/?download=otrs-6.0.6.tar.gz Nimm bitte die aktuelle 6.0.8 ohne Siche...
- 21 Jun 2018, 14:37
- Forum: Allgemeines
- Topic: Automatische Antwort auf interne Mails deaktivieren?
- Replies: 6
- Views: 10802
Re: Automatische Antwort auf interne Mails deaktivieren?
Hallo,
es gibt auch noch die SysConfig SendNoAutoResponseRegExp,
- Roy
es gibt auch noch die SysConfig SendNoAutoResponseRegExp,
- Roy
- 25 May 2018, 19:51
- Forum: Hilfe
- Topic: Titel/Betreff von AgentTicketClose
- Replies: 4
- Views: 50191
Re: Titel/Betreff von AgentTicketClose
Hi,
also AgentTicketClose schicket gar nichts raus. OTRS_AGENT_SUBJECT wäre er Betreff des letzen Agentartikels. Wenn da was gesendet wird, dann via Ticket-Benachrchtigung.
- Roy
also AgentTicketClose schicket gar nichts raus. OTRS_AGENT_SUBJECT wäre er Betreff des letzen Agentartikels. Wenn da was gesendet wird, dann via Ticket-Benachrchtigung.
- Roy