- otrs - OTRS mailing lists

Stats graph
by Danny Josue Duran Calderon 09 Jul '18

09 Jul '18

Greetings! Is there a way to do a stats graph in the statistics module similar to the 7 days stats on dashboard? I would like to do this with some filter per queue if its possible.

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Reply with empty body
by Sysadmin CAOS 03 Jul '18

03 Jul '18

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 others appended messages? I always remove all "body mail" that appears in "AgentTicketZoom". Thanks.

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hash value in otrs.Console.pl
by carlos calvo 02 Jul '18

02 Jul '18

Hi! i am running OTRS 6.0.8 and trying to setting things up over the console utility, otrs.Console.pl I would like to configure a value in one of the parameters " Ticket::Frontend::AgentTicketCompose###DynamicField", but OTRS keeps complaining about the value type not being a hash. *Does anyone has an idea how to provide a hash value over this interface. I've tried several options but none did really worked out.* > [otrs@bss-otrs bin]$ perl ./otrs.Console.pl Admin::Config::Update > --setting-name Ticket::Frontend::AgentTicketCompose###DynamicField --value > "(AgentID => '1')" > Updating setting value... > ERROR: OTRS-otrs.Console.pl-Admin::Config::Update-15 Perl: 5.16.3 OS: > linux Time: Sat Jun 30 00:50:06 2018 > * Message: Setting Ticket::Frontend::AgentTicketCompose###DynamicField > Effective value is not correct: Its not a hash!* > Traceback (31978): > Module: Kernel::System::SysConfig::ConfigurationDeploy Line: 3483 > Module: Kernel::System::Console::Command::Admin::Config::Update::Run > Line: 170 > Module: (eval) Line: 461 > Module: Kernel::System::Console::BaseCommand::Execute Line: 454 > Module: Kernel::System::Console::InterfaceConsole::Run Line: 80 > Module: ./otrs.Console.pl Line: 38 > Error: Deployment failed! Br&Tx Carlos.

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New Ticket Category View -- Add Owner Field
by Johnnie Rucker 28 Jun '18

28 Jun '18

OTRS 6 Community, Is there a way to show the "Owner" field on the New Tickets dashboard view? Currently the dashboard shows the Ticket#, Age, Title. I want to add the "Owner" category field to show if the ticket has been assigned to an individual. Please help. Thanks! Thank You, Johnnie Rucker General Manager (954) 379-3201 - Office (FL) (787) 520-9528 - Office (Puerto Rico) <http://encoreglobalsolutions.com/> http://encoreglobalsolutions.com/

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Filter of owners in view of tickets by states
by Ing. Jesus Rivera 21 Jun '18

21 Jun '18

Good morning, how do I operate the Owners filter in the ticket view by states? When I try to filter it, it appears blank. -- ------------------------- ING. JESÚS RIVERA TEL: 0426-4840899 DIRECCIÓN DE AIT RESPONSABLE DEL DEPARTAMENTO DE SEGURIDAD DE LA INFORMACIÓN

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OTRS tag list
by Alexis HAUSER 19 Jun '18

19 Jun '18

Hi, Is there a place with a list of OTRS tags (for example for signature) ? Is it possible to create custom tags ? For example, Iike would like the LDAP attributes of agents location (UserCity) and show it in agent signatures. Regards

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Error after updating OTRS 6.0.8 from 5.0.23
by Alvaro Cordero 15 Jun '18

15 Jun '18

Hello, Recently I upgraded OTRS to latest from a previous OTRS 5.23. Everything seemed to go fine and easy, but now I am doing some tests and after I create a Ticket I get an Internal Server Error and the following message [Fri Jun 15 10:43:02.953674 2018] [:error] [pid 9867] Can't locate object method "ArticleContentIndex" via package "Kernel::System::Ticket" at /opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 729.\n Ticket gets created and it is shown in the Dashboard, but cannot access it. Has anyone seen this before. I am running OTRS 6.0.8 on CentOS 7 with Mysql. Currently a test system with less than 100 tickets, I ran a Ticket Delete Process and reset Ticket Counter.log. I looked in another system with OTRS 5 and it does have a reference to that method into TIcket Modules. Regards -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro(a)gridshield.net

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Statistics with text dyanmic field
by Nick Bright 12 Jun '18

12 Jun '18

Greetings, I've added some dynamic fields to my tickets which come in from email. These match a header in the email, then place that text string into the dynamic field based on the header name. This data is then displayed on the Ticket Information panel. I would like to take this a step further, and produce a statistics report that would collate how many tickets have each unique string value. The string values are a specific value domain (representing 'referral reason'). Thus I would like to know in statistics, how many tickets were "Reason #1", how many were "Reason #2" and so on (within the framework of the other parameters, such as dates, queues, etc). So far, I have only been able to find information stating "you can use dynamic fields with stats" and "they just show up", but my fields are not just "showing up". What further configuration is required to utilize these fields? 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 - -----------------------------------------------

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Queue permissions
by Danny Josue Duran Calderon 11 Jun '18

11 Jun '18

Hello,hope you can help me. Recently I recieve an administration of one OTRS already installed, which have some configurations that I can´t understand. For example, in new ticket we just can create ticket in one unique queue and I would like to create tickets in all the queues and it seems not to be a permissions issue. I have two groups (users 1, users2). Users1 have the same permissions of Users2 however Users2 does not have the permissions of Users1, also I have some queues (QueueA, QueueB, QueueC, QueueD), all this config without role assignment. Queues A and B belongs to Users1 and Queues C and D belongs to Users2. Basically this is the config I have however all the agent no matter wich group belongs just can create tickets in Queue D, wich belongs to Users2. Leave some examples: Queues: https://tinyurl.com/yc47b8er Permissions of my user: https://tinyurl.com/y9f6bc5p And just appear this queue to create tickets: https://tinyurl.com/y7synuqw

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problem with field unit_work
by Fernando Monjes 06 Jun '18

06 Jun '18

Hello, I have a problem, when I enter a zero value to the field "unit work", it is not stored in the table time_accounting, please help, I have other 5 -- Atentamente, Fernando Monjes B. Ingeniero en Informática Cel: 09 -78521024

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