Re: [otrs] Copy LDAP field to dynamic field
On 6/1/2016 2:54 PM, Nick Bright wrote: On 5/30/2016 9:25 AM, Renee B wrote: See SysConfig option DynamicFieldFromCustomerUser::Mapping - Renée I'm trying this as well, in OTRS v3. I've followed the online help in the document, creating the dynamic field before adding it to the Mapping SysConfig option you've mentioned. I also enabled the "setting below" as its' help indicates. However, I do not understand what this means: The dynamic fields must be present in the system and should be enabled for AgentTicketFreeText, so that they can be set/updated manually by the agent. Could you offer any advice or a link to the relevant section of documentation? I am still struggling to get this to work. I think the key issue is that I do not understand what "*/should be enabled for AgentTicketFreeText/*" means in this context. Could anybody enlighten me? -- --- - Nick Bright- - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - --- - Are your files safe?- - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - --- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] New Web Ticket --> Queue
On 5/10/2016 11:39 AM, dhils...@performair.com wrote:
All;
I'm running OTRS 5, and I'm hoping that you can help me with a minor annoyance.
Is it possible / how would I go about removing the Queue selection from the
Customer website, and always have new web tickets go into a pre-determined
queue?
Thank you,
Dominic Hilsbos
Director - Information Technology
Perform Air International Inc.
This can be done via ACL. I'm not sure how to do it in the web
interface, as I did mine through configuration file.
To limit the selection to "SUPPORT" and "Billing" queues in customer
interface, I applied this ACL in Kernel/Config.pm:
$Self->{TicketAcl}->{'ACL-Customer-Queues'} = {
Properties => {Frontend => {Action => ['CustomerTicketMessage'] }},
Possible => { Ticket => { Queue => ['SUPPORT','Billing'] } }};
}
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Re: [otrs] Copy LDAP field to dynamic field
Hello, >From what I have seen before and using the config that Renee mentioned before, there are two config settings you have to consider, 1. DynamicFieldFromCustomerUser::Mapping: Here you have to tell which attribute from LDAP should be mapped to each dynamic_field you created. 2. Enable Ticket::EventModulePost###930-DynamicFieldFromCustomerUser And I believe you have to go into Config.pm file and add the lines for the mapping you created here before. Take a look into the forum below http://www.evidente.de/2015/01/storing-customeruser-data-in-dynamic-fields/ Hope it Helps Best Regards 2016-06-13 16:39 GMT-06:00 Nick Bright : > On 6/1/2016 2:54 PM, Nick Bright wrote: > > On 5/30/2016 9:25 AM, Renee B wrote: > > See SysConfig option DynamicFieldFromCustomerUser::Mapping > > - Renée > > I'm trying this as well, in OTRS v3. > > I've followed the online help in the document, creating the dynamic field > before adding it to the Mapping SysConfig option you've mentioned. I also > enabled the "setting below" as its' help indicates. > > However, I do not understand what this means: > > The dynamic fields must be present in the system and should be enabled for > AgentTicketFreeText, so that they can be set/updated manually by the agent. > > Could you offer any advice or a link to the relevant section of > documentation? > > I am still struggling to get this to work. I think the key issue is that I > do not understand what "*should be enabled for AgentTicketFreeText*" > means in this context. Could anybody enlighten me? > > -- > --- > - Nick Bright- > - Vice President of Technology - > - Valnet -=- We Connect You -=- - > - Tel 888-332-1616 x 315 / Fax 620-331-0789 - > - Web http://www.valnet.net/ - > --- > - Are your files safe?- > - Valnet Vault - Secure Cloud Backup - > - More information & 30 day free trial at - > - http://www.valnet.net/services/valnet-vault - > --- > > This email message and any attachments are intended solely for the use of the > addressees hereof. This message and any attachments may contain information > that is confidential, privileged and exempt from disclosure under applicable > law. If you are not the intended recipient of this message, you are > prohibited from reading, disclosing, reproducing, distributing, disseminating > or otherwise using this transmission. If you have received this message in > error, please promptly notify the sender by reply E-mail and immediately > delete this message from your system. > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Copy LDAP field to dynamic field
On 6/13/2016 5:39 PM, Nick Bright wrote: On 6/1/2016 2:54 PM, Nick Bright wrote: On 5/30/2016 9:25 AM, Renee B wrote: See SysConfig option DynamicFieldFromCustomerUser::Mapping - Renée I'm trying this as well, in OTRS v3. I've followed the online help in the document, creating the dynamic field before adding it to the Mapping SysConfig option you've mentioned. I also enabled the "setting below" as its' help indicates. However, I do not understand what this means: The dynamic fields must be present in the system and should be enabled for AgentTicketFreeText, so that they can be set/updated manually by the agent. Could you offer any advice or a link to the relevant section of documentation? I am still struggling to get this to work. I think the key issue is that I do not understand what "*/should be enabled for AgentTicketFreeText/*" means in this context. Could anybody enlighten me? Using a post to my previous thread in May (which I hadn't seen), this URL provided the guidance to get it working: http://stephan14x.evidente.de/?p=80 -- --- - Nick Bright- - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - --- - Are your files safe?- - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - --- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Copy LDAP field to dynamic field
Now that I've gotten a dynamic field mapping working, the $65,535 question is this: Is there any way to go back and populate this data for all old tickets for customers whom the data is present in the Customer LDAP variables? -- --- - Nick Bright- - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - --- - Are your files safe?- - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - --- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] New Web Ticket --> Queue
Hello you just disable the queue option from the form in sysconfig (CustomerTicketMessage###Queue) and also set the default queue to whichever queue you want. Regards 2016-05-10 10:39 GMT-06:00 : > All; > > I'm running OTRS 5, and I'm hoping that you can help me with a minor > annoyance. > > Is it possible / how would I go about removing the Queue selection from > the Customer website, and always have new web tickets go into a > pre-determined queue? > > Thank you, > > Dominic Hilsbos > Director - Information Technology > Perform Air International Inc. > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Copy LDAP field to dynamic field
On 6/13/2016 6:02 PM, Alvaro Cordero wrote: Hello, From what I have seen before and using the config that Renee mentioned before, there are two config settings you have to consider, 1. DynamicFieldFromCustomerUser::Mapping: Here you have to tell which attribute from LDAP should be mapped to each dynamic_field you created. 2. Enable Ticket::EventModulePost###930-DynamicFieldFromCustomerUser And I believe you have to go into Config.pm file and add the lines for the mapping you created here before. Take a look into the forum below http://www.evidente.de/2015/01/storing-customeruser-data-in-dynamic-fields/ Hope it Helps Thank you very much for your response, that URL was in fact very helpful and I did get the mapping to work! -- --- - Nick Bright- - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - --- - Are your files safe?- - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - --- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Copy LDAP field to dynamic field
Since the magic is being done by an Event (TicketCreate|TicketCustomerUpdate) I believe you can *"for one time"* change the config to match certain event and run a generic agent into all those old tickets to force that event. That should do it. Regards 2016-06-13 17:06 GMT-06:00 Nick Bright : > Now that I've gotten a dynamic field mapping working, the $65,535 question > is this: > > Is there any way to go back and populate this data for all old tickets for > customers whom the data is present in the Customer LDAP variables? > > -- > --- > - Nick Bright- > - Vice President of Technology - > - Valnet -=- We Connect You -=- - > - Tel 888-332-1616 x 315 / Fax 620-331-0789 - > - Web http://www.valnet.net/ - > --- > - Are your files safe?- > - Valnet Vault - Secure Cloud Backup - > - More information & 30 day free trial at - > - http://www.valnet.net/services/valnet-vault - > --- > > This email message and any attachments are intended solely for the use of > the addressees hereof. This message and any attachments may contain > information that is confidential, privileged and exempt from disclosure > under applicable law. If you are not the intended recipient of this > message, you are prohibited from reading, disclosing, reproducing, > distributing, disseminating or otherwise using this transmission. If you > have received this message in error, please promptly notify the sender by > reply E-mail and immediately delete this message from your system. > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Copy LDAP field to dynamic field
On 6/13/2016 6:11 PM, Alvaro Cordero wrote: Since the magic is being done by an Event (TicketCreate|TicketCustomerUpdate) I believe you can *"for one time"* change the config to match certain event and run a generic agent into all those old tickets to force that event. That should do it. So for example, create a Generic Agent which would have an "Event based execution (single ticket)" set to "Add Event Trigger" of "TicketCustomerUpdate". If my thought process is correct, this would trigger an event; one time; to execute TicketCustomerUpdate. Have I understood correctly what your suggestion is? Thank you, -- --- - Nick Bright- - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - --- - Are your files safe?- - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - --- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Copy LDAP field to dynamic field
On 6/13/2016 6:16 PM, Nick Bright wrote: On 6/13/2016 6:11 PM, Alvaro Cordero wrote: Since the magic is being done by an Event (TicketCreate|TicketCustomerUpdate) I believe you can *"for one time"* change the config to match certain event and run a generic agent into all those old tickets to force that event. That should do it. So for example, create a Generic Agent which would have an "Event based execution (single ticket)" set to "Add Event Trigger" of "TicketCustomerUpdate". I've misread this. That's when the GA will execute, not what executing will do. I'm searching on how to use the GA to cause a TicketCustomerUpdate event to be triggered for the matched ticket. -- --- - Nick Bright- - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - --- - Are your files safe?- - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - --- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Copy LDAP field to dynamic field
You have to make something happen on the ticket to trigger the event you want, for example add a note, change queue, whatever works so you capture that event to trigger the dynamic_field update. Regards 2016-06-13 17:38 GMT-06:00 Nick Bright : > On 6/13/2016 6:16 PM, Nick Bright wrote: > > On 6/13/2016 6:11 PM, Alvaro Cordero wrote: > > Since the magic is being done by an Event > (TicketCreate|TicketCustomerUpdate) I believe you can *"for one time"* > change the config to match certain event and run a generic agent into all > those old tickets to force that event. > > That should do it. > > So for example, create a Generic Agent which would have an "Event based > execution (single ticket)" set to "Add Event Trigger" of > "TicketCustomerUpdate". > > I've misread this. That's when the GA will execute, not what executing > will do. > > I'm searching on how to use the GA to cause a TicketCustomerUpdate event > to be triggered for the matched ticket. > > -- > --- > - Nick Bright- > - Vice President of Technology - > - Valnet -=- We Connect You -=- - > - Tel 888-332-1616 x 315 / Fax 620-331-0789 - > - Web http://www.valnet.net/ - > --- > - Are your files safe?- > - Valnet Vault - Secure Cloud Backup - > - More information & 30 day free trial at - > - http://www.valnet.net/services/valnet-vault - > --- > > This email message and any attachments are intended solely for the use of the > addressees hereof. This message and any attachments may contain information > that is confidential, privileged and exempt from disclosure under applicable > law. If you are not the intended recipient of this message, you are > prohibited from reading, disclosing, reproducing, distributing, disseminating > or otherwise using this transmission. If you have received this message in > error, please promptly notify the sender by reply E-mail and immediately > delete this message from your system. > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Generic Agent - causing ticket events
Greetings, I'm starting a new thread as this has gotten off the topic of the old thread. I'm attempting to use a Generic Agent to do a one-time action across all tickets. I'd like to run a TicketCustomerUpdate event (leaving the customer to be the same as it is - simply triggering the event). This is so that a Dynamic Field mapping which happens on a TicketCustomerUpdate event will occur, copying the Dynamic Field to all tickets in the system. Reviewing the parameters of the Generic Agent interface, I'm not seeing a method of causing an Event to occur on the ticket. Note that I'm not wanting to run the Generic Agent on an event. I'm trying to /cause /an event. Any suggestions or documentation links appreciated. Thanks, -- --- - Nick Bright- - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - --- - Are your files safe?- - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - --- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Copy LDAP field to dynamic field
On 6/13/2016 6:45 PM, Alvaro Cordero wrote: You have to make something happen on the ticket to trigger the event you want, for example add a note, change queue, whatever works so you capture that event to trigger the dynamic_field update. So, I could change the Event list for the DynamicUpdate to include "ArticleUpdate", then use the Generic Agent to "Add Note" to the ticket? A note should be an article but this didn't seem to work. -- --- - Nick Bright- - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - --- - Are your files safe?- - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - --- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Generic Agent - causing ticket events
Is there a list of valid Ticket Events? I am unable to locate such in the documentation. -- --- - Nick Bright- - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - --- - Are your files safe?- - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - --- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
