June 2014 - otrs - OTRS mailing lists

additional customer frontend
by Jan.Dreyer＠bertelsmann.de 17 Jun '14

17 Jun '14

Hi, we need to have different designs for different customer frontends. For example, customer (company) "A" wants another logo than the others. That is for the login mask as well as Ticket Overview. I already found a (forum?) post that pointed in the right direction, but I lost the link. Has anyone here done something similar or has documentation/links ... that could help me? Best wishes Jan Dreyer

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Finding the Value of a DynamicField with a given Key
by Friedrich Kölbel 17 Jun '14

17 Jun '14

Hello! Maybe someone can help: We are creating a Static Statistic including some Dynamic Fields We have everything but the DynamicField-Values We have the Keys of the Fields, but we did not find a function like $Self->{DynamicFieldObject}->GetValue($key) We found something in Kernel/Modules/AgentStats.pm and we are now trying to do is: # $Self->{DynamicFieldObject} = Kernel::System::DynamicField->new(%Param); $Self->{BackendObject} = Kernel::System::DynamicField::Backend->new(%Param); # get the dynamic fields for this screen $Self->{DynamicField} = $Self->{DynamicFieldObject}->DynamicFieldListGet( Valid => 1, ObjectType => "Ticket", FieldFilter => $Self->{Config}->{DynamicField} || {}, ); # get dynamic field values form http request my %DynamicFieldValues; # cycle trough the activated Dynamic Fields for this screen DYNAMICFIELD: for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) { next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig); # extract the dynamic field value form the web request $DynamicFieldValues{ $DynamicFieldConfig->{Name} } = $Self->{BackendObject}->EditFieldValueGet( DynamicFieldConfig => $DynamicFieldConfig, ParamObject => $Self->{ParamObject}, LayoutObject => $Self->{LayoutObject}, ); } $Self->{DynamicFieldValues} = \%DynamicFieldValues; # print "DUMP DynamicField "; print Dumper($Self->{DynamicField}); print "DUMP DynamicFieldValues"; print Dumper(%DynamicFieldValues); ---- Output DUMP DynamicField $VAR1 = []; DUMP DynamicFieldValuesDUMP DynamicField $VAR1 = []; DUMP DynamicFieldValues We belive, that the Problem is the LayoutObject which we don?t have, but maybe we are totaly wrong. Can anybody point us in the right direction? Maybe there is even another easy solution for getting the Value of DynamicField when we have the selected Key? Regards, Fritz

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otrs forum
by Venkatrao, Nagendra Prasad 15 Jun '14

15 Jun '14

Hi, I would like to know, how can I change the Date Format for Stats. With reference to the date format in the statistics reports generated by OTRS, in particular for the attributes: Created, solution time and close time. Is it possible to change the date format from YYYY-MM-DD to DD-MM-YYYY ?? Thanks & Regards, ________________________________ Este correo electr?nico y, en su caso, cualquier fichero anexo al mismo, contiene informaci?n de car?cter confidencial exclusivamente dirigida a su destinatario o destinatarios. Si no es vd. el destinatario indicado, queda notificado que la lectura, utilizaci?n, divulgaci?n y/o copia sin autorizaci?n est? prohibida en virtud de la legislaci?n vigente. En el caso de haber recibido este correo electr?nico por error, se ruega notificar inmediatamente esta circunstancia mediante reenv?o a la direcci?n electr?nica del remitente. Evite imprimir este mensaje si no es estrictamente necesario. This email and any file attached to it (when applicable) contain(s) confidential information that is exclusively addressed to its recipient(s). If you are not the indicated recipient, you are informed that reading, using, disseminating and/or copying it without authorisation is forbidden in accordance with the legislation in effect. If you have received this email by mistake, please immediately notify the sender of the situation by resending it to their email address. Avoid printing this message if it is not absolutely necessary.

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automatically splitting tickets
by Jan.Dreyer＠bertelsmann.de 12 Jun '14

12 Jun '14

Hi, our users need to work on a ticket in two ways. Therefore I planned to split these tickets automatically into separate queues. Is this possible at all from GenericAgent or via command line (then I would be able to integrate a script into a generic agent)? Regards Jan Dreyer IT Administrator / Operations Team / OMS

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Converting to appliance distro
by Mikola Rose 10 Jun '14

10 Jun '14

Hi there List members, Quick question I hope. I currently have an installation of OTRS 3.03 running on OSX leopard that we have been using for years. Are there any special consideration and methods to consider if I would like to migrate to the OTRS appliance installation. Would there be any suggestions on how I can upgrade and import the currently in place database to the appliance deployment?

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Enable Search for Dynamic Text with ACL
by Friedrich Kölbel 10 Jun '14

10 Jun '14

Hello OTRS-Group, I have problems with searching dynamic Text in OTRS 3.2.8 We enabled the two Dynamic Pulldowns in AgentTicketSearch $Self->{'Ticket::Frontend::AgentTicketSearch'}->{'DynamicField'} = { 'ReasonCodes' => '1', 'ReasonCodesCategory' => '1' }; We have about 150 ReasonCodes cascaded via ACLs in ReasonCodesCategory which works quite well in different Dialogs. ACLs: ## ## DEFAULT ## $Self->{TicketAcl}->{'300-100-A-ReasonCodesCategory'} = { Properties => { # match always }, Possible => { Ticket => { DynamicField_ReasonCodesCategory => ['', 'Register', 'Coupon', 'Sales', 'Shop', 'SME', 'Members', 'BackOffice', 'Events', 'Other'], DynamicField_ReasonCodes => [''], }, }, }; ## ## 300-101 ## Register ## $Self->{TicketAcl}->{'300-101-Register'} = { Properties => { Ticket => { DynamicField_ReasonCodesCategory => ['Register'], }, }, Possible => { Ticket => { DynamicField_ReasonCodes => ['', '[RegExp]Register_'], }, }, }; (same for each Category...) The Problem is, that we cannot select a ReasonCode in the Search-Dialog: We have no Problem selecting it in Statistics-Dialog, although there is another Problem you will see in the Screenshot below - we have no connection from Category to Code at this point, and the same name and Number within different Categories is forced by the Customer... (but this is not the Problem here) Does anybody know, how I could change the behavior of the Field Reason Codes in the Search-Dialog? Is this a general Problem, or could it depend from our used ACL? One possible solution would be, cloning all ReasonCodes to another field which is not cascaded with genericAgent and search for this instead, but if possible I?d prefer another way... Thanks for Answers. Regards, Fritz -- ------------------------------------- http://www.graz4u.at -------------------------------------

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SSO
by Kristofer Pettijohn 09 Jun '14

09 Jun '14

Hello, We have a central portal that users are logged into. I currently have the portal pulling a list of the users recent OTRS tickets and a link which directs them into OTRS. However, they have to log into OTRS using their username and password. Is there an API function where I can obtain a token of some sort for a specific username and add the token to a URL which will allow me to redirect the user into OTRS while allowing them to bypass the login prompt? Thanks, Kris

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Re: [otrs] Setting Default Fields for New Phone/Email Ticket Easy-Entry
by Leah Kelly 06 Jun '14

06 Jun '14

My OTRS version is irrelevant given your answer. Thanks for the help.

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Re: [otrs] Setting Default Fields for New Phone/Email Ticket Easy-Entry
by Leah Kelly 06 Jun '14

06 Jun '14

We don’t use a customer portal, and don’t have this service turned on. Is there another way to do this that anybody knows of?

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Setting Default Fields for New Phone/Email Ticket Easy-Entry
by Leah Kelly 05 Jun '14

05 Jun '14

Hi everybody, I am looking for a way to have the fields in the New Phone Ticket and New Email Ticket auto-set (by selecting a default, perhaps). We have ‘Type’ and ‘From queue’ that if we could have auto-populate to a default setting of some sort would be very helpful. For Type, it would just be ‘Default’. For ‘From Queue’, is there a way to make this default to the queue of which the agent signed in is a member? All my members are only a member of one queue, and for our implementation it would make sense if this field could assume it’s coming from the queue of the agent who is signed in and who is clicking on the ‘New Phone/Email Ticket’. Also, the ‘Owner’ drop-down, we have to click on the refresh arrow to get the list to fully populate. Is there a way to make this so it just always lists everybody? We are only about 15 strong. The point is so they they have fewer things to click and choose when creating a new ticket. Thanks for any help you can provide. Leah

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