Out of curiosity, are you creating tickets via API that look like "Email
Tickets" by type? Article-Type email-external, perhaps?
https://otrs.github.io/doc/api/otrs/5.0/Perl/Kernel/System/Ticket/Article.pm.html
On Wed, Jul 27, 2016 at 5:40 AM, Renee B wrote:
> This is not possible with stock O
http://otrs.github.io/doc/manual/admin/stable/en/html/upgrading.html
For every upgrade, you are safe to upgrade to the last
MajorVersion.MinorVersion.Release for each step.
3.1.x upgrade to 3.2.latest
http://otrs.github.io/doc/manual/admin/3.2/en/html/upgrading.html
3.2.x upgrade to 3.3.latest
ht
I may be missing something. Are you saying that the items that are
commented (leading #) are not functional?
On Wed, Aug 3, 2016 at 10:28 AM, Never Min wrote:
> Dear Julius,
>
> In here:
> http://localhost/otrs/index.pl?Action=AdminTemplate
>
> Enjoy.
>
>
> -Never
>
>
> 2016-08-03 20:10 GMT+08:0
Are they nonfunctional because they're commented or is it simply
coincidental that you indicated the nonfunctional entities by prefacing
them with a comment in what you posted?
On Thu, Aug 4, 2016 at 3:01 AM, Julius Haake wrote:
> Hello, yes, that is correct, they are not functional, I tested it
I believe the problem with To and Cc is because of the fancy interface to
providing entries to To and Cc.
https://github.com/OTRS/otrs/blob/rel-4_0/Kernel/Modules/AgentTicketEmail.pm#L182
my $CustomersNumberCc = $Self->{ParamObject}->GetParam( Param =>
'CustomerTicketCounterCcCustomer' ) || 0;
I'm not clear on what you tried to do. Please look at "Inspect Element" of
the web page just in case this isn't correct.
On Thu, Aug 11, 2016 at 5:03 AM, Julius Haake
wrote:
> Hi, I just tried your good idea, it is working for exactly one
> CC-Field-Entry. If I try to add another CC-Custom
Just a hint to also unlock the ticket when/if you close it by event...
On Thu, Aug 11, 2016 at 6:57 PM, Alvaro Cordero
wrote:
> Hello,
>
> You can use a generic agent to do the action (ticket state chage) when
> the event of queue move occurs to that specific queue.
>
> Regards
>
> 2016-08-11 6
Hi Paul,
Create a Generic Agent
Give it a name in Job Name
Expand Automatic Execution
highlight everything (according to when you want to trigger) -- note that
this runs in 10 minute increments minimum
Expand Select Tickets
Escalation times: (*) Ticket escalation time reached (choose your
c
You might start here:
https://github.com/OTRS/otrs/search?utf8=%E2%9C%93&q=business+availability
On Wed, Aug 24, 2016 at 3:42 AM, Dimitrakakis Georgios <
gdimitraka...@pancretabank.gr> wrote:
> Apparently the problem is due to the TradeMark (TM) sign when running
> either the OTRSBusinessAvailabi
I've provided some instructions (a bit dated, to be honest) with examples
and more information on the forums.
Because it's in HowTos, please don't ask questions directly on HowTos, but
either follow up here or in the Help part of the forums.
http://forums.otterhub.org/viewtopic.php?t=16543
I've b
AuthModule is not for Customer
On Sep 5, 2016 5:57 AM, "Dimitrakakis Georgios" <
gdimitraka...@pancretabank.gr> wrote:
> Gerald and Alvaro thank you for your time.
>
>
>
> Unfortunately I haven’t been able to authenticate my customers through the
> Active Directory yet and I have spend many hours
Hi Paul,
This is core functionality of OTRS. The furnished manual has documentation.
What errors have you encountered after following the docs?
On Sep 6, 2016 1:18 AM, "Paul Joseph Betha"
wrote:
> Hello List,
>
> Can somebody give me a detailed explanation on what settings
> should I do
You *can* build ACLs, but why repeat the functionality that the groups
provide?
On Fri, Sep 9, 2016 at 2:04 AM, Dimitrakakis Georgios <
gdimitraka...@pancretabank.gr> wrote:
> Hello!
>
>
>
> I would like to know if it’s possible to limit the agents’ access on
> specific part of queues.
>
>
>
> My
It should show up if there's an active process ticket where the first
Activity is set to Customer (or Agent and Customer).
On Fri, Sep 23, 2016 at 2:12 AM, Jimmy SUNG wrote:
> Hi All,
>
>
>
> May I ask how to show process ticket selection on customer user interface?
>
>
>
> Best Regards, JS
>
>
Discard? You could set the queue for reject after closed.
On Wednesday, September 28, 2016, Ralph Seichter
wrote:
> Reposting this, because it has been several days and I still have not
> found a solution. Your help is appreciated.
>
>
>
> Hello list memb
nge the code so that it doesn't store the ticket when the state is
closed.
On Wed, Sep 28, 2016 at 8:45 AM, Ralph Seichter wrote:
> On 28.09.2016 14:11, Gerald Young wrote:
>
> > Discard? You could set the queue for reject after closed.
>
> It did that. I had hoped my
1) if no ticket number, set the default destination to Junk.
(aand optionally autoreply with "You can't send it that way") with a
Generic Agent that deletes all tickets in Junk every (x) minutes.
2) If ticket number, it will follow up as normal and won't move the ticket
because there won't be any X
How does OTRS digest tickets? If it's POP3, then see if there's information
that your mail server is getting the ticket.
Check cron jobs (daily and time scheduled).
Look at the header and see if there's an SMTP sender.
If all else fails, you may have to test for that ticket in PostMaster
Filter a
Services are associated with customers. If they are not to be associated
with customers, then make them default services and ACL.
Properties > Ticket > Queue: > Aplicaciones
Possible > Ticket> Service > A1, A2, etc
Like you have it
Think (again) why you want to apply so many clicks to handle tick
Just for reference, I wrote this old post:
http://forums.otterhub.org/viewtopic.php?t=16543
The following are important:
$Self->{'Customer::AuthModule::LDAP::UID'} = 'uid';
$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID';
You can change these to mail if you want to try differently
Ticket History doesn't retroactively adjust. While it's generally not
recommended to directly manipulate the database, this may be a case to do
it. Be very careful how/if you change the data. The % character is a
wildcard (using LIKE) in MySQL
http://dev.mysql.com/doc/refman/5.7/en/string-compariso
Make sure it's factory/stock CustomerTicketZoom as it's pushing
TicketNumber instead of TicketID and CustomerTicketZoom doesn't seem to
like that request.
On Thu, Nov 10, 2016 at 11:05 AM, Andrzej Kubaczyk wrote:
> After updates from version 3.2.17 to 3.3.16 I have problem with a preview
> of ti
Javascript. Either blocked by browser or crashing.
On Nov 30, 2016 8:24 AM, "No Spam" wrote:
> Hey Guys,
>
> I have a weird problem, my OTRS is not reacting to any button presses,
> eg the password reset or the login button.
> Where should I look for the problem.
>
> Thanks for your guidance
>
>
You have to enable per agent reporting in SysConfig. It's disabled by
default.
On Wed, Jan 18, 2017 at 9:18 AM, Jesus Rivera
wrote:
> Good morning, does anyone know if in the version of other 5.0.11 generate
> reports by agents or owners? In the option of reports does not allow me to
> place i
Framework -> Frontend::Agent::Stats => Stats::UseAgentElementInStats = yes
On Wed, Jan 18, 2017 at 9:51 AM, Jesus Rivera
wrote:
> I understand, but I can not find the option, could you tell me what it's
> called? Which module should be activated?
>
>
> On 18/01/17
The Queue settings control what happens to a ticket after the ticket is
closed.
Basically, it's accept (and PostmasterFollowUpState is used), reject
(bounce), or discard.
On Fri, Jan 20, 2017 at 5:00 AM, Personal Técnico
wrote:
> Hello,
>
> In my OTRS v5 Free, when a ticket is in state "closed"
Sorry, PostmasterFollowUpStateClosed is used.
On Fri, Jan 20, 2017 at 9:26 AM, Gerald Young wrote:
> The Queue settings control what happens to a ticket after the ticket is
> closed.
>
> Basically, it's accept (and PostmasterFollowUpState is used), reject
> (bounce), or disc
A supervisor can use "Note" with next state "closed successful", which will
not change owner of ticket.
On Wed, Feb 8, 2017 at 11:24 AM, Jesus Rivera
wrote:
> Good morning, I would like to generate reports on how many tickets an agent
> makes, but according to our way of working, there is a sup
Don't forget that you can prevent (PossibleNot) states via ACL.
On Tue, Feb 14, 2017 at 5:53 AM, Manuel Martínez Valls
wrote:
> Hi,
>
> We would like to implement a scheme with agents having all the permissions
> on some queues (i.e. 'rw' permission on Main queues) but not on secondary
> queues
The Queue settings determine the disposition of the ticket after closed.
PostmasterFollowUpStateClosed determines what the ticket state could be if
the queue allows closed followups.
On Thu, Feb 16, 2017 at 9:42 AM, Hinrich Aue wrote:
> hello,
>
>
>
> we just realized that closed tickets with th
I believe you're looking for X-OTRS-FollowUp-State
Without -FollowUp, the action applies if the ticket is newly created.
Otherwise, the state changes on FollowUp.
Also perhaps leading and/or trailing characters in the body like
#Closeable# might be useful. This would nearly guarantee to be found
Part of the reason that there's no full list in documentation is that the
list is dependent on your implementation of OTRS.
The second part is that it's actually telling you what the * is, as
completely as it can.
It won't have all the fields available to you because it doesn't know what
you know
Try PostMasterFilter for moving From to Junk Queue where Generic Agent
purges junk on a schedule.
On Dec 7, 2017 8:25 AM, "Edson Richter" wrote:
> Sorry... incomplete message sent from my faulty mail client!!!
>
>
>
> Sending again:
>
>
>
>
>
> Hi!
>
>
>
> Using OTRS 5.0.25 on Linux with MySQL.
Hi,
1) enable CustomerGroupSupport in Framework -> Frontend::Customer
2) Create a group, such as CompanyTicketViewers
3) assign customers to a group (rw)
4) In Ticket->Frontend::Customer::ModuleRegistration, find Company Tickets,
click the boxed plus under Group:, and type CompanyTicketViewers (sa
I believe you may hold the control key and right-click to see the browser
context menu.
On Fri, Jan 12, 2018 at 2:34 AM, Manuel Martínez Valls
wrote:
> Hi,
>
> I'm testing OTRS6 and I'd like to use the browser spellchecker.
>
> I've enabled the spellchecker on different browsers (Chrome, Firefox
You should be able to create tickets within queues that the user is in the
same group as queue. To make it simple, RW permissions.
On Sun, Jun 10, 2018, 12:01 AM Danny Josue Duran Calderon <
danny.du...@telecablecr.com> wrote:
> Hello,hope you can help me.
>
>
>
> Recently I recieve an administra
Forward or Communication/New Email might be of interest.
On Mon, Jul 2, 2018 at 8:13 AM Sysadmin CAOS wrote:
> Hello,
>
> is there any way for configuring OTRS to reply a ticket with an email
> and, then, when "AgentTicketZoom" opens ticket, body appears empty, not
> with standard message and ot
It's not recommended to have an external writable interface with your
database, but if you create a user that only has "SELECT" permissions to
the database, the following might be usable:
(Nonetheless, you may paste this in the SQL Box interface of OTRS and get a
result.)
select queue.name as "Que
that was supposed to be Maint::Stats::Generate
On Fri, Sep 28, 2018 at 6:18 PM Gerald Young wrote:
> It's not recommended to have an external writable interface with your
> database, but if you create a user that only has "SELECT" permissions to
> the database, the f
Customers can read other customer's tickets if they share a CustomerID.
This shares all same-CustomerID tickets between them, through Company
Tickets view.
If you want to share specific ticket information, you may wish to make it
generic to an FAQ.
If you want (only) a point of contact to see al
In theory, yes, for vanilla code. but it's a bit more complicated than
simply run the database scripts.
http://doc.otrs.com/doc/manual/admin/4.0/en/html/upgrading.html
http://doc.otrs.com/doc/manual/admin/5.0/en/html/upgrading.html
http://doc.otrs.com/doc/manual/admin/stable/en/html/updating.html
Maybe search, checkbox and bulk actions may be useful.
On Thu, Nov 29, 2018, 7:16 AM William Edwards I have imported tickets from our previous ticket system into OTRS. Every
> single reply is its own ticket with one article right now.
>
> I need to merge these replies together into the tickets th
iendelijke groet, with kind regards,
> William Edwards
> Cyberfusion - Hosting voor webbureaus en bedrijfskritische applicaties
>
> W. https://www.cyberfusion.nl/
> E. wedwa...@cyberfusion.nl
> T. 040 - 711 44 96
>
>
>
> * From: * Gerald Young
> * To: * User questions
Try followup dynamic field
On Thu, Jan 17, 2019, 12:52 PM Anthony F McInerney Hi all.
>
>
> I'm using the post master pre filter to match subject and set dynamic
> field. On a new email ticket that works perfectly.
>
> For existing tickets. The email is received. Dynamic field gets set in the
> e
If you use variables relating to the domain within your autoreply body this
might be better handled with typed out domain in the body. This would
likely mean additional copies of auto replies and notifications used for
specific Queues, but it would ensure appropriate responses.
Overall, OTRS doesn
Since those are both attached to a queue, put the affected ticket in that
queue.
On Thu, Apr 4, 2019 at 5:30 AM Ml Ml wrote:
> Hello,
>
> can i set a signature by user or group in OTRS 6?
>
> Thanks,
> Mario
> -
> OTRS mailing l
ingle agent attached to a queue,
> > right ? But in that case you would have to create a queue per agent ?
> > Isn't there a better way for single agent ?
> >
> > Regards
> > Alexis
> >
> >
> >
> >
> > --
I believe if you indicate the article is from customer, you should be able
to reply.
On Fri, May 24, 2019, 12:34 PM Alvaro Cordero wrote:
> Hello,
>
> Previously in OTRs there was an option (article type) of otrs-web for
> articles when creating a Process Ticket and it was possible to reply to t
Are the agents that handle the tickets going to vary based upon these
criteria? If not, maybe you might be overloading the intent of Queues.
On Tue, Feb 4, 2020 at 8:26 AM Manuel Martínez Valls
wrote:
> Hello,
>
> I would like to do somekind of filter depending on the subject, client id
> and
input that is not controlled.
The difference between does it match and is it bigger is a significant
programming difference.
On Tue, Feb 4, 2020, 10:11 AM Manuel Martínez Valls
wrote:
> Yes, and the priority will be different.
>
>
>
> El 4/2/20 a las 14:45, Gerald Young escribió:
>
Hello,
In the default configuration, any outbound action contacting the customer
will open the ticket.
On Thu, Apr 2, 2020 at 5:54 PM Nick Bright wrote:
> What conditions will transition a ticket from New to Open? Is it only an
> outbound phone call or outbound email? I know that a note doesn
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