January 2017 - otrs - OTRS mailing lists

Agent Ticket Forward - Attachments
by Kristofer Pettijohn 21 Sep '18

21 Sep '18

When viewing an article and clicking "Forward" I noticed that attachments are not included. Is this by design, a bug, or is there an option to include the original attachments some how? It seems as though inline attachments are kept, but not others. I checked the AgentTicketForward SysConfig options, but do not see any settings for choosing whether or not attachments can be included. Thanks, Kris

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Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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Create Dashboard Widget
by Dimitrakakis Georgios 27 Jan '17

27 Jan '17

Hi, I am trying to find some instructions on how to create a new dashboard widget that will show both the "new" and "open" tickets. For the moment in OTRS there are 2 different dashboard widgets. One for the "new" tickets and another one for the "open". So, how can I create a new one that will combine and show both of them? Thank you for your help! Best regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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Auto Response tags not working?
by Yılmaz Bilgili 25 Jan '17

25 Jan '17

Dear List, I am not sure %100 It was working previously, when a first time customer user (not recorded as customer user in the otrs system) sends a mail to the system, auto response can not resolve user's name from the email. I tried below three tags in the template but it is still put system default email address or display name in to the mail. Examples: Thank you <OTRS_CUSTOMER_REALNAME> Thank you <OTRS_CUSTOMER_From> Thank you <OTRS_CURRENT_UserFirstname> All these variables returns something like below, Thank you helpdesk(a)otrs.com or Thank you Helpdesk instead of Thank you Yilmaz Bilgili --- I am using OTRS 5s on Debian up to date stable system. How can I resolve this? Thanks in advance. Best regards, Yilmaz

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Leftover tables in the OTRS database [5s]
by Ralf Hildebrandt 25 Jan '17

25 Jan '17

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New state after a closed ticket gets a follow-up
by Personal Técnico 20 Jan '17

20 Jan '17

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Remove Filter Attachments Box
by Dimitrakakis Georgios 20 Jan '17

20 Jan '17

Hello! Is it possible to remove the "Filter for Attachments" box for all agents and how? Best regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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Reports by agents
by Jesus Rivera 18 Jan '17

18 Jan '17

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 it in the axes x nor y.

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New Tab Customer Interface
by Dimitrakakis Georgios 17 Jan '17

17 Jan '17

Hello group and a happy new year to all of you! I would like some help with the following : Essentially what I would like to have in the end is a new tab in the customer interface where I will put ticket templates. So I guess I need answers to the following questions: 1) How can I add a new Tab next to the already available ones for the customer? 2) How can I make this Tab read specific Ticket Templates and not all? Can someone help? I am currently running OTRSv.5.0.12 with KIX4OTRS v.8.0.9 using a postgres v.9.4 on a Debian system. Alternatively if there is a paid addon that can be used to achieve the aforementioned goal it would be good to know. Best regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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problem while importing config items
by Niccolò Castoldi 16 Jan '17

16 Jan '17

Hi guys, i already wrote to the ITSM mailing list but did not receive any feedback, so i am forwarding my question here on the generic one... i am running OTRS 5.0.12 with ITSM package for this version and just ran into a problem while importing data into my CMDB: to put it simple, the system creates the CIs in accordance to my CSV files but it does not fully populate all their fields in accordance with the data i put in the CSVs. For example, if i have a custom class with 100 attributes and i try to import 10 items of that class (with all the 100 fields compiled), i see 100 new CIs but with only 10-15 fields populated. My custom classes are for Servers, Firewalls and Switches. From the tests i performed so far, i noticed the following: - A CI is created for each row of a CSV file (as expected); - There are no "required" fields in the classes, so no errors received; - "Empty fields indicate that the current values are kept" is selected in Import/Export; - If i create a new CI manually i can fill out all its fields and save it without issues; - Fields are always populated until a certain point (see below). Each item is created correctly and the first fields which are nearly the same for each class and contain general information about the asset are filled: SerialNo, InventoryID, Manufacturer, Model, Owner, HostName, RackUnits, Notes and the like. Then it comes the Maintenance section in which i defined when the asset's warranty will expire and other info, as shown below. This section too is the same for every class i created, the only difference being in the keys names (FirewallVendor will be ServerVendor or SwitchVendor) >From this point onwards, the system simply "ignores" the values present in the CSV file and creates the asset with the remaining fields blanked out. After the Maintenance section there are several others for each class but the values are always ignored. ################################## Firewall Maintenance ######################################## { Key => 'FirewallMaintenance', Name => 'Maintenance', Input => { Type => 'Dummy', }, Sub => [ { Key => 'WarrantyExpirationDateFirewall', Name => 'Expiration', Searchable => 1, Input => { Type => 'Date', YearPeriodPast => 20, YearPeriodFuture => 10, }, }, { Key => 'RenewYesNo', Name => 'Renew', Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::YesNo', Translation => 1, }, }, { Key => 'FirewallVendor', Name => 'Vendor', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 50, }, }, { Key => 'MaintenanceNotes', Name => 'Notes', Searchable => 1, Input => { Type => 'TextArea', }, }, ], CountMin => 0, CountMax => 4, CountDefault => 0, }, ############################### End Firewall Maintenance ##################################### Did anyone else experience a similar behavior? Any advices? Many thanks in advance for your time, Niccolò

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