Hi,
Same question, reformulated to use an example: Can I use ACLs to hide the
"pending auto close-" state (of type "pending auto") in all agent GUIs
while keeping the ability to set this state from Generic Agent jobs?
AFAIK, the hiding in GUI part is possible but I'm not sure if the ACLs also
app
> But you need to tell your OTRS version to help you finding it.
>
> Regards.
>
> On Fri, Sep 28, 2012 at 9:05 AM, Bogdan Iosif wrote:
>
>> Hi,
>>
>> Same question, reformulated to use an example: Can I use ACLs to hide the
>> "pending auto close-"
Hi,
Please help with determining if OTRS supports a ticket-level [dynamic?]
field calculated as a sum of all values of an article-level dynamic field.
Example:
Assume a ticket-level dynamic field named "Total Estimated Hours" and an
article-level dynamic field named "Article Estimated Hours". Bo
n the configuration. For a
> seasoned developer, it would be very straight-forward.
> --
> Mike
>
> On Thu, Oct 4, 2012 at 5:31 PM, Bogdan Iosif wrote:
>
>> Hi,
>>
>> Please help with determining if OTRS supports a ticket-level [dynamic?]
>> field calculate
tions
performed by Generic Agent? }
I remember reading that they do not apply to user id 1 but I don't know if
Generic Agent runs with this identity or not.
Can anyone help with an answer?
Thanks,
Bogdan
On Fri, Sep 28, 2012 at 6:05 PM, Bogdan Iosif wrote:
> Hi,
>
> Same question, ref
Good to know. Thanks!
On Fri, Oct 5, 2012 at 4:59 PM, Gerald Young wrote:
> ACLs don't apply to generic agent. At least, it's impractical that they
> should.
>
> On Fri, Oct 5, 2012 at 9:44 AM, Bogdan Iosif wrote:
>
>> Hi,
>>
>> I found out in the mean
Hi,
I'm also looking into solving the "customer's support contract is in
trouble => reduce / cut his access to OTRS" problem, *without* changing
code shipped with OTRS (no HTML mods, no PL script tweaks, etc.) and in a
manner that can be automated (integrated with our contract management
system)
d be to use a
> version of the CustomerAccept module rewritten for specific CustomerGroup
> membership. This would be a copy of CustomerAccept, implemented via
> Framework->Frontend::Customer with the CustomerAccept InfoKey and InfoFile
> set up. The *copy/mod* of CustomerAccept.pm wo
like the following:
> http://www.youtube.com/watch?v=NoJe_6rvVpY<http://www.youtube.com/watch?v=NoJe_6rvVpY&feature=plcp>
> but
> applied to Customers.
>
> The "error message" may be something that the login might throw if the
> email address begins with "SUSPENDED
Hi,
In my case, when a customer posts a new ticket it goes to queue Q1. If
agents assigned to Q1 can't solve it, the ticket is moved to Q2, handled by
more advanced agents.
I would like to allow customers to reply on tickets while they are in Q2
but NOT allow them to post new tickets directly to
ortal:
> http://forums.otterhub.org/viewtopic.php?f=60&t=7138
>
> On Fri, Oct 12, 2012 at 4:37 AM, Bogdan Iosif wrote:
>
>> Hi,
>>
>> In my case, when a customer posts a new ticket it goes to queue Q1. If
>> agents assigned to Q1 can't solve it, the ticket is move
Hi,
I managed to give full access to Customers / Companies modules for regular
agents by including them in a newly created group - AgentCcGroup - and then
adding this group in the following "Group ro" sections from SysConfig ->
Framework -> Frontend::Admin::ModuleRegistration
- Frontend::Modul
.
>
> Cheers, Nils
>
>
So unless anyone thinks the above answer is obsolete, I'll just assume that
read-only access is not achievable at this time through configuration.
/bogdan
On Mon, Oct 15, 2012 at 12:06 PM, Bogdan Iosif wrote:
> Hi,
>
> I managed to give full access t
ustomer and
> customer company information via the web interface won't be possible.
>
> On Mon, Oct 15, 2012 at 7:20 AM, Bogdan Iosif wrote:
>
>> Hi,
>>
>> I think I found the answer to my question in an older mailing list entry:
>> http://lists.ot
nfigs? No
> Possible to use an external db source as a CustomerUser backend? Yes. See
> the docs.http://doc.otrs.org/3.1/en/html/customer-user-backend.html
>
>
>
> On Mon, Oct 15, 2012 at 9:15 AM, Bogdan Iosif wrote:
>
>> The information available in the "Customer Informat
avascript ..
>
> BI> do not change customer_user.login and *.customer_id
> Query, not sync. just make sure the information is valid in the backend.
>
> BI>generating the password in Windows will probably be a bitch
> No. CustomerUser is not authentication. It's data.
&g
just
> storing data. It appears either 1 device (OTRS server) or 1 user (ldap
> lookup user) CAL will be the actual "user" of the services to look up the
> information, regardless of how many results are returned.
>
> http://www.microsoft.com/licensing/about-licensing/client-a
t 11:06 PM, Gerald Young wrote:
> Do you have documentation on this? Because I can't verify your statement.
> Especially since it would appear that a device cal would mitigate this
> issue.
>
>
> On Mon, Oct 15, 2012 at 3:54 PM, Bogdan Iosif wrote:
>
>> This is an i
I recently asked about this and found out that any customer information
that is provided in the customer admin module for a customer will show up
in that side bar widget. Personally, I tested this exactly with the Comment
field.
On Tue, Oct 16, 2012 at 4:32 PM, YOKEL Philippe <
philippe.yo...@ferb
t; wrote:
> Thanks...but where do you access this "customer admin module" (excuse
> me, i'm pretty new with OTRS, a lot of things to discover...) ?
>
>
>
> Philippe
>
> Le 16/10/2012 15:38, Bogdan Iosif a écrit :
>
> I recently asked about this and f
Hi,
What is the big picture of an OTRS instance's logging subsystem[s]?
Please validate / complete the following statements or maybe paint your own
picture or point me to a doc source (i failed to Google my way to one):
- (1) files: %OTRS_HOME%\var\logs\*.log
- (1.1) "otrs.log"
would troubleshoot problems
> with, for instance, email or cron jobs not running. Much of the time, these
> issues do not relate to problems with OTRS, but with the service OTRS calls.
>
> TicketCounter.log is also in var/log/ and is relevant in different ways to
> different ticket num
OTRS
> job, on its own, but may report on errors if such is configured in the
> crontab.
>
>
>
> On Wed, Oct 17, 2012 at 10:52 AM, Bogdan Iosif wrote:
>
>> I get the fact that on *nix systems, otrs.log is likely replaced by
>> syslog.
>>
>> Apache&
AFAIK - I'm relatively new to OTRS:
- withOUT "-c db"
- causes execution of jobs defined directly in Perl code and called
from %OTRS_HOME%/Kernel/Config/GenericAgent.pm. Next to this file you'll
also see a GenericAgent.pm.example file containing demo code for jobs of
thi
Hi,
A new OTRS installation includes in ADMIN -> States a state named "removed"
of type "removed" with comment "Customer removed ticket.".
My expectation, after reading the aforementioned comment, was that this
state is used by customers when they need to signal that a ticket should no
longer be
Hi,
Thanks for the info. It does help. It makes stronger the probability that
OTRS dosen't use this state, in its out of the box config.
Do you know, ~ what version you run? 1.x? 2.x?
/bogdan
On Oct 24, 2012 5:57 PM, "Susan Dittmar" wrote:
>
> Dear Bogdan,
>
> I cannot tell you what the "offic
Hi,
I have a couple of db Generic Agent jobs (configured through admin frontend
GUI) and I would like to know the tickets affected by these jobs on each
execution.
Looking in otrs.log I can see one line for each job execution, like this:
[Tue Nov 6 10:20:02 2012][Notice][Kernel::System::Generic
bers, remove the other columns and append GROUP
> BY ticket.tn
>
>
>
>
> On Tue, Nov 6, 2012 at 3:28 AM, Bogdan Iosif wrote:
>
>> Hi,
>>
>> I have a couple of db Generic Agent jobs (configured through admin
>> frontend GUI) and I would like to know the tic
Hi,
I would like to have event based notifications sent out to customers, in
different languages, based on customer's interface language or some other
customer level parameter. Is this possible?
I looked in OTRS's changelog and found nothing about this all to way up to
the current 3.2.0 beta. I'v
Hi,
I'm evaluating OTRS's performance for a ~large scale implementation and I'm
wondering if anyone ran into ~steep performance bottlenecks after hitting
some threshold for a metric such as total # of tickets, db size, attachment
size, etc. Please share if you did.
I ask because I need to formula
Hi,
I'm figuring out static stats by tinkering with code in StateAction.pm.
Problem is, to see any change in action I first need to run
otrs.DeleteCache.pl and then restart Apache (don't know if they both are
required but it's a way I found to be working so I'm sticking with it for
now)
OTRS's m
an do that?
/bogdan
On Thu, Nov 15, 2012 at 4:16 PM, Bogdan Iosif wrote:
> Hi,
>
> I'm figuring out static stats by tinkering with code in StateAction.pm.
>
> Problem is, to see any change in action I first need to run
> otrs.DeleteCache.pl and then restart Apache (don&#x
enabled but I've found that if I make lots of changes to
> the perl code Apache just slows to a crawl and I end up bouncing
> Apache anyway.
>
> Steve
>
>
>
> On 15 November 2012 14:44, Bogdan Iosif wrote:
> > I have some important details to add.
> >
&
ad
> PerlModule Apache2::RequestRec
>
> I have this enabled but I've found that if I make lots of changes to
> the perl code Apache just slows to a crawl and I end up bouncing
> Apache anyway.
>
> Steve
>
>
>
> On 15 November 2012 14:44, Bogdan Iosif wro
the box one) those settings
> are already there and enabled. So it is supposed to automatically
> reload any pm files which change on disk.
>
> Steve
>
>
> On 16 November 2012 09:14, Bogdan Iosif wrote:
> > I just checked my config and my problem appears even though I do
Hi,
Are dynamic stats fields related to escalations (Escalation*,
FirstResponse*, UpdateTime*, Solution*) ALWAYS tied to escalation
configurations at the queue level (as opposed to escalation configurations
per SLA)?
It's likely the answer is yes, in which case I have a follow up question.
Can dy
Hi everyone,
I was looking into the config options from subject and was unable to find
any use for them even after I searched through the source code.
Here are a couple of details I was able to gather:
- Ticket::ViewableSenderTypes
= Help is incomplete saying only: Defines the default viewab
Hi,
Can someone more knowledgeable please confirm the following observation
about ACL behavior?
In short, I unexpectedly failed to use two different ACLs to remove some
allowed values in the statuses available in a given view.
I'll fabricate a synthetic example to illustrate the strange behavior
ng" wrote:
> probably. Try this.
> PossibleNot => { Ticket => { State => ['closed unsuccessful','pending
> reminder'] }, },
>
>
>
> On Wed, Jan 16, 2013 at 11:13 AM, Bogdan Iosif wrote:
>
>> Hi,
>>
>> Can someone more knowledge
Hi,
Can anyone help with some obvious issues around setting up a load balanced
OTRS?
- Does last db write always win?
I imagine there's no built in protection against it.
- Are HTTP sticky sessions required and if so, how can they be configured?
I imagine OTRS needs some built in support to
**
>
> If you use shared storage, you MUST use a cluster-aware filesystem like
> GFS2 or OCFS. NFS won’t work reliably.
>
> ** **
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Bogdan Iosif
> *Sent:* Tuesday, January 29, 2013
in
budget for high capacity ssds when most of the data on them is dead weight.
Backup management would become a pain, some queries would be heavily
impacted and all db operations (moving to qa/dev envs, etc) would be
unreasonably slowed down by such a large db. OTRS's official docs also
acknowl
Now this is some mighty useful info. Thanks a lot.
I'm not familiar with LVS or Linux-HA (mostly used MS platforms until ~
recently) so the next question may be born out of confusion: You have the
load balancing performed by machines runnings LVS and the Linux-HA is
running on the app nodes?
Just
| That is what I have always assumed, if you look in the sessions table in
the DB in the session_value column you can see that there is all of the
user's configuration in one big string.
bogdan: Efficient and simple. I'm surprised. I assumed OTRS stores some
user session data in memory/disk to pro
Beautiful. Thanks a LOT for sharing this info. It took a big uncertainty
off the table as I was unsure if OTRS can handle load balancing without
tweaking it in some ugly ways.
The DMS integration is very nice. If authentication / authorization against
the DMS were an issue in your setup, how did y
Hi,
I need to perform a mass reset of all customer passwords, for security
reasons (hundreds of accounts).
Is there a shell script I can call to reset the password for each customer
account? Can it be done directly from the database, without using Perl /
OTRS framework?
Thanks,
Bogdan
P.S:I tho
and line, it will
> generate one for you.
>
> In your case you'd need to get a list of customers out of the system and
> execute this script for every customer, using bash.
>
> HTH,
>
> Mike
>
>
> On Mon, Mar 4, 2013 at 12:38 PM, Bogdan Iosif wrote:
>
&
I don't think this would work for me because I need to reset passwords to
values that are later communicated to customers. It can't easily be done
just at the db level because the pw hash is salted with their usernames.
-
OTRS mail
You're right, leaving the reset to the customers would've been better.
Unfortunately, we've already committed to having those passwords on hand
because some of our customer accounts have invalid emails (they don't want
to provide an email address to be 100% sure they don't get any
notifications) an
Hi list,
Does anyone know if OTRS can enable customers to search their tickets by
ticket type or dynamic fields?
This would be an extension of the search already available in the customer
interface.
Thanks,
Bogdan
P.S: I went through all configs from SysConfig (v3.1.10) that seemed to be
relate
I found "Frontend::Customer::Ticket::ViewSearch" and found out how to
include dynamic fields in both search conditions and results.
Haven't yet found how to search by ticket type. Is it possible?
On Thu, Mar 14, 2013 at 5:40 PM, Bogdan Iosif wrote:
> Hi list,
>
> Does
once you go above a couple tens
of tickets due to the interface lacking filters and customizable grid
columns.
On Thu, Mar 14, 2013 at 5:50 PM, Bogdan Iosif wrote:
> I found "Frontend::Customer::Ticket::ViewSearch" and found out how to
> include dynamic fields in both search condi
Hi list,
What can I do to drive towards reality an idea for an improvement / new
feature for OTRS?
Option 1. Pay for custom development
- Not an option for me as I don't have the budget or the strings to obtain
it
Option 2. Develop it myself
- Not an option right now as I lack the Perl knowledge
Hi list,
I'm trying to keep the size of LogModule::LogFile in check in a better way
than allowed by configuring LogModule::LogFile::Date, which gives me
rollover to a new file every month.
A config that allows limiting the log file size (with overwrite when
threshold is reached or rolling over to
can use SysLog and handle that way,
> even sending to Windows Event Viewer.
> http://forums.otterhub.org/viewtopic.php?f=60&t=16826
>
> Or just use logrotate.
>
>
>
>
> On Tue, Mar 26, 2013 at 5:59 AM, Bogdan Iosif wrote:
>
>> Hi list,
>>
>>
>{'LogModule::SysLog::LogSock'} = 'eventlog';
>> Theoretically, you should be able to see if this works quite quickly.
>>
>>
>> On Tue, Mar 26, 2013 at 9:03 AM, Bogdan Iosif wrote:
>>
>>> I'm running on Windows so I can't
LogModule::SysLog::LogSock'} = 'eventlog';
> Theoretically, you should be able to see if this works quite quickly.
>
>
> On Tue, Mar 26, 2013 at 9:03 AM, Bogdan Iosif wrote:
>
>> I'm running on Windows so I can't use neither SysLog or logrotate (I
>> think
Does OTRS have a tool that you used to move the data?
On Thu, Mar 28, 2013 at 5:12 PM, aledr wrote:
> Good day!
>
> I'm moving my otrs installation from MySQL to PostgreSQL.
> Almost everything went fine, except article_attachment table.
>
> Is there any available instructions on how to move th
l and some
> scripting).
>
> Solved the article_attachment with otrs.ArticleStorageSwitch.pl.
> Dropped files to filesystem, moved files to the new server and
> imported to database again.
>
> Thanks.
>
> On Thu, Mar 28, 2013 at 12:18 PM, Bogdan Iosif
> wrote:
> >
I'll see your T&Cs and raise you window functions
On Thu, Mar 28, 2013 at 9:22 PM, David Boyes wrote:
> ** **
>
> ** **
>
> Did you run tests that showed PostgreSQL would be better performance-wise
> or, if not, why did you move?
>
> ** **
>
> Oracle’s new licensing T&Cs for use of MySQL f
http://en.wikipedia.org/wiki/Window_functions
Very useful for some queries used mostly with reports (e.g. when you need
that Nth occurence in ticket_history)
On Thu, Mar 28, 2013 at 9:46 PM, David Boyes wrote:
> ** **
>
> ** **
>
> I'll see your T&Cs and raise you window functions
>
> **
Wrong link @ wikipedia but you can jump to the correct one from the top. Or
use this here direct link
http://en.wikipedia.org/wiki/Window_function_%28SQL%29#Window_functionSorry :)
On Thu, Mar 28, 2013 at 9:51 PM, Bogdan Iosif wrote:
>
> http://en.wikipedia.org/wiki/Window_functions
&g
s wrote:
>
>> Neat. Hadn’t considered using something like that for reporting.
>>
>> ** **
>>
>> ** **
>>
>> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
>> Of *Bogdan Iosif
>> *Sent:* Thursday, March 2
Hi list,
I have a text dynamic field required to contain only numbers. I'm thinking
of using an ACL with a RegEx to enforce this rule but I can't get the ACL
to trigger.
Is what I want possible? Maybe I'm on the wrong track and ACLs are not
applicable to *text* dynamic fields?
Here is the ACL:
Hi list,
Our agents decided to have informal email notifications dispatched to them
- configured via Event Notifications - for many types of modifications
performed upon a ticket. Since we have many agents and many daily
modifications, teach ticket's history looks something like this:
- (some nor
et.pm#L5160,
again, without any conditions.
I would love for you to be right but the code seems to disagree.
/bogdan
On Tue, Apr 2, 2013 at 4:47 PM, Gerald Young wrote:
> There's a filter in sysconfig
>
>
> On Tue, Apr 2, 2013 at 4:28 AM, Bogdan Iosif wrote:
>
>> Hi li
e:
>
>> The filter is for what shows, not what's recorded.
>>
>>
>> On Tue, Apr 2, 2013 at 11:01 AM, Bogdan Iosif wrote:
>>
>>> Hi,
>>>
>>> Can you give a little more info? We may not be talking about the same
>>> thing.
>>
I've performed a similar migration by studying our in-house system's vs
OTRS's databases and then transforming the data from our in-house system
into the format expected by OTRS. Finally, I flushed the resulting data
into OTRS's db and everything worked fine.
There are many complications that can
You asked the same question a week ago. I think reposting the same question
is frowned upon.
On Wed, Apr 17, 2013 at 6:11 PM, Parag Bhalerao <
parag.bhale...@cybertech.com> wrote:
> Hello Team,
>
> ** **
>
> We have a home grown ticketing system that we were using for past few
> years. We h
I don't think you can do this with dynamic stats (the type of report where
you configure fields for columns, filters, etc. from OTRS's agent web
interface -> STATISTICS module).
You can do it with static stats if you know some minimal Perl, SQL and how
to integrate a new Perl file into OTRS as a b
run using some pl file?
>
>
>
> On 18-04-2013 PM 01:35, Bogdan Iosif wrote:
>
> I don't think you can do this with dynamic stats (the type of report
> where you configure fields for columns, filters, etc. from OTRS's agent web
> interface -> STATISTICS module)
> As per my understanding,In report creation/generation there is no
> selection of Article update before/after like criteria, which is
> available in search.
>
>
>
>
>
>
> On 18-04-2013 PM 02:36, Bogdan Iosif wrote:
>
> You seem to have understood Steven&#
The last paragraph about timing is wrong. I meant "No-setter" instead of
"Yes-setter" and "tickets that just got older than 2 days" instead of "new
tickets"
On Thu, Apr 18, 2013 at 12:42 PM, Bogdan Iosif wrote:
> Ugh... you're right. I don'
Ticket locking allows optimal work separation between agents. By having
ticket X locked to agent A1, OTRS effectively prevents agents A2..N from
wasting any time with ticket X, since it's currently handled by A1. It also
allows agents to easily see which tickets are not handled at all or in a
non-t
I think you can create an ACL for the AgentTicketBulk view where you
specify on PossibleNot the states that you don't wish to be selectable by
agents.
On Tue, Apr 30, 2013 at 2:06 PM, Jean BROW wrote:
> Hi,
>
> Anyone know how I can disable so agents cannot bulk close tickets? It
> should still
Try http://bugs.otrs.org There's a component called "Documentation"
On Thu, May 2, 2013 at 5:35 PM, Marcus Weseloh wrote:
> Am Thu, 2 May 2013 10:03:07 -0400
> schrieb Gerald Young :
>
> > download the pdf?
>
> Yes, obviously I can do that (and have...)
>
> Nevertheless, sending out images with
I think you should've posted this on dev mailing list
On Fri, May 17, 2013 at 4:33 AM, Artis Caune wrote:
> Hey guys,
>
> While looking at FileStorable cache issue with our OTRS cluster, I
> realized it should not be so hard to write Redis cache backend.
>
> Attached is module to put in Kernel/
Hi list,
I have a random list of tickets provided to me just with their numbers and
without a search criteria (they don't match any such criteria).
Example:
Please change dynamic field "Flag1" to value "off" for tickets with numbers:
2012122010786628
2013021710795472
201304111870
2013061310
||d||e
>
>
>
> On Mon, May 20, 2013 at 7:22 AM, Bogdan Iosif wrote:
>
>> Hi list,
>>
>> I have a random list of tickets provided to me just with their numbers
>> and without a search criteria (they don't match any such criteria).
>>
>> Example
On v3.1 the ticket# must contain only digits. A new generator can be
created that assigns the last ~6 digits in different ranges based on
customer id.
On May 21, 2013 9:06 AM, "KalyanaChakravarthy MP" <
kalyanachakravarthy...@cybertech.com> wrote:
> hi,
>
> how to create ticket number Generation
First you create 3 groups (g_software, g_hardware, g_other) and then 3
queues (q_software, q_hardware, q_other), assigning each queue to its
corresponding group (q_software to g_software, etc.).
Now create agents and assign them to groups according to your needs. One
agent can be in many groups, n
This is unusual. Maybe you've done your tests using root as an agent? You
shouldn't operate on your tickets as root.
On Fri, Jun 14, 2013 at 6:00 PM, Mihai Oprea wrote:
> Thank you for your response, but on my ystem this doesn’t happen. When
> the ticket is create it has an owner predefined (
Hi list,
I'm trying to upgrade to 3.2.8, from 3.1.10, on Win 2008 R2 with SP1 and
I'm running into an ugly problem that I think is related to the Apache
config deployed by OTRS's Windows installer 2.4.8. I used this 3.2.8
package because I made the common sense assumption that its installer is
mor
ll of
> a newer Apache instead.
>
> (or actually giving the beta installer a try)
>
> ** **
>
> /Sune
>
> ** **
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Bogdan Iosif
> *Sent:* 19. juni 2013 15:38
> *To:* O
od_perl and
> strawberry, please let me know if it helps!
>
> http://users.otrs.com/~mb/otrs-3.2.8-win-installer-2.4.9.exe
> --
>
>
> On Wed, Jun 19, 2013 at 3:37 PM, Bogdan Iosif wrote:
>
>> Hi list,
>>
>> I'm trying to upgrade to 3.2.8, from 3.1.10, on Win 200
if this is actually
the root cause of the problem.
/bogdan
On Wed, Jun 19, 2013 at 10:57 PM, Bogdan Iosif wrote:
> I'll set it up and give feedback in about 6 - 10 hours. Thanks!
>
> My trouble is... I think I just missed a maintenance window for this
> weekend to perform th
, can you use THAT one, and
>> replace the OTRS with 3.2.8 and see if THAT is stable? It *could* be we
>> simply introduced breakage by accident in the OTRS code base.
>>
>> The best results on WIndows I found are when you install ActiveState perl
>> (x86) which comes wi
Hi,
I run OTRS 3.1.10 and would like to add a column to CustomerTicketOverview.
I looked at SysConfig but wasn't able to find any support to customize
anything in CustomerTicketOverview.
Web search yielded the following relevant hits:
* http://lists.otrs.org/pipermail/otrs/2012-August/038407.htm
Michiel Beijen wrote:
> Hi,
>
> In OTRS 3.1 and up, you can specify additional dynamic fields (which
> are implemented as 'free text fields' in OTRS 3.0) in this overview.
>
> Which fields did you want to add?
>
> On Tue, Jun 25, 2013 at 2:39 PM, Bogdan Iosif
>
o OTRS is one event module --
> ref:
> http://doc.otrs.org/developer/3.1/en/html/otrs-module-layers.html#ticketevent
>
> --
> Mike
>
>
> On Tue, Jun 25, 2013 at 2:52 PM, Bogdan Iosif
> wrote:
> > This is interesting if it can be done via configurations. Can you please
Hi list,
Does anyone know where I can see the effect of this configuration?
Configuration: Ticket::Frontend::Overview::PreviewArticleTypeExpanded
Help text: Defines wich article type should be expanded when entering the
overview. If nothing defined, latest article will be expanded.
Thanks,
Bogda
should
> make other modifications. But I'd recommend using dynamic fields,
> because that would keep your system more standard.
>
> --
> Mike
>
> On Tue, Jun 25, 2013 at 9:11 AM, Bogdan Iosif
> wrote:
> > I found Ticket -> Frontend::Customer::TicketOverview on my QA
ose that.
>
> Incidentally, this is only the "first" article shown. Other articles are
> selectable from the overview.
>
>
> On Wed, Jun 26, 2013 at 5:21 AM, Bogdan Iosif wrote:
>
>> Hi list,
>>
>> Does anyone know where I can s
ld be > about 5 seconds, which would, in theory, mean a human is
> filling in the blanks instead of a script.
>
>
> On Wed, Jun 26, 2013 at 8:39 AM, Bogdan Iosif wrote:
>
>> > that would keep your system more standard
>>
>> I'm 100% for this goal but unfortun
last change
> and then use javascript to provide the difference between then and now.
>
>
> On Wed, Jun 26, 2013 at 9:17 AM, Bogdan Iosif wrote:
>
>> I'm sorry, I don't get it.
>>
>> I'll re-summary the need: In customer interface
>> (Fronte
verwrites within a given
> minor release (3.2.x) by placing your customs in its own theme
>
> A2: Confirmed. BUT M and L might be more informative than S so ...
>
>
> On Wed, Jun 26, 2013 at 9:32 AM, Bogdan Iosif wrote:
>
>> Aha. OK, thanks. Good point with using JavaScrip
isn't important until the Owner talks to the customer.
> The priority isn't of critical importance when it's changed and can be a
> point of contention if it doesn't reflect the customer's view of the
> seriousness of the ticket.
>
> This is, of course, just
should at least be
mentioned somewhere.
On Tue, Jun 25, 2013 at 12:22 PM, Bogdan Iosif wrote:
> Entering the 5th day of stability on QA with
> otrs-3.2.3-win-installer-2.4.5 (4 days of uptime, light testing, no
> errors). I'll post a new update after we manage to do some manual loa
Hi list,
Is there any configuration that would prevent unread system articles from
being counted as such and thus shown in counters from toolbar?
Thanks,
Bogdan
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http:
You need to pur double quotes around the path for the SQL file. See the
line below.
C:\Program Files (x86)\OTRS\OTRS\scripts>mysql -uroot otrs < "C:\Program
Files (x86)\OTRS\OTRS\scripts\DBUpdate-to-3.2.mysql.sql"
Also, AFAIK, db upgrade is not required between revisions, that is if you
are reall
1 - 100 of 154 matches
Mail list logo
