- otrs - OTRS mailing lists

Drop down menu
by Luchtman, Kurt 13 Dec '12

13 Dec '12

Hi, I am currently using 3.1.11 on Cent OS system. We have created a Dynamic field for the end users to select a required location that they are in (as they move each week). Sometimes an agent will create a ticket for the user and sometimes that field is wrong. How can I make a Dynamic Field in ticket view to be editable? Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Lead 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

3 3

Link OTRS tickets (or articles) to existing CRM system
by Jean BROW 13 Dec '12

13 Dec '12

Hi all, My challenge is this - We have an existing CRM system. Currently our support agents are copying the ticket ID over to the CRM system every time they receiving an ticket. Anyone have any good idea how I can make the life more easier for my support agents? Thanks.

3 4

Using soap to create faq item from csv file
by Bruno Cardon 13 Dec '12

13 Dec '12

Hi Is there any information available / example on how to create a faq item using the soap interface. We are using otrs 3.1.10 and FAQ 2.1.3 We need to import a external database (csv-file with language- question - solution) into the otrs faq and want to this using php and soap. I find this in faq.pm, but don't know / find where to put the language - question - solution of the faq item =item new() create a faq object use Kernel::Config; use Kernel::System::Encode; use Kernel::System::Log; use Kernel::System::Main; use Kernel::System::DB; use Kernel::System::Time; use Kernel::System::FAQ; my $ConfigObject = Kernel::Config->new(); my $EncodeObject = Kernel::System::Encode->new( ConfigObject => $ConfigObject, ); my $LogObject = Kernel::System::Log->new( ConfigObject => $ConfigObject, ConfigObject => $ConfigObject, ); my $LogObject = Kernel::System::Log->new( ConfigObject => $ConfigObject, EncodeObject => $EncodeObject, ); my $MainObject = Kernel::System::Main->new( ConfigObject => $ConfigObject, EncodeObject => $EncodeObject, LogObject => $LogObject, ); my $TimeObject = Kernel::System::Time->new( ConfigObject => $ConfigObject, LogObject => $LogObject, ); my $DBObject = Kernel::System::DB->new( ConfigObject => $ConfigObject, EncodeObject => $EncodeObject, LogObject => $LogObject, MainObject => $MainObject, ); my $FAQObject = Kernel::System::FAQ->new( ConfigObject => $ConfigObject, EncodeObject => $EncodeObject, LogObject => $LogObject, DBObject => $DBObject, TimeObject => $TimeObject, MainObject => $MainObject, ); =cut

2 1

Re: [otrs] How to setup customer users,
by Aad Leenheer 12 Dec '12

12 Dec '12

I wonder if Jack has found any Solution on How to setup customer users, customer groups and permissions : Hi Guys, Here is the scenario, 1. A customer company has two bosses, Bob(CEO) and Joe(CFO). 2. They have two major departments, Accounting and Sales. There are about 10 employees in each department. 3. Joe is responsible for the Accounting department. And May is the head of Sales department. Requirement, 1. The customer company wants to have 3 groups of tickets, tickets of Accounting (Group A), tickets of Sales (Group B) and tickets of general requests (Group C). 2. Bob and Joe can see all company's tickets. 3. Customer users can only see their own tickets and general tickets. 4. May is able to see all the tickets from Sales department and General tickets. Any idea on how to setup this? Thanks! Jack Thanks in Advance, Aad

3 4

Loosing attachments in otrs 3.0.4
by Radek Krejča 11 Dec '12

11 Dec '12

Hi, I am using otrs 3.0.4 for cca 2 years. I am downolading e-mails from MS Exchange 2007 server over pop3. About 3 month I can see sometimes, that some message in otrs lost attachments but if client sent message directly to me, everything is allright. Attachments are small, in every case (but till this time) are pdf. I cannot simulate it so I dont know i which case are attachments lost. Where I should look for mistake? Thank you Radek

2 1

soap api
by rakesh padiyath 06 Dec '12

06 Dec '12

Hi, Customer information are stored in centralized database... How to map those data with customer information field in otrs using SOAP API

1 0

Postmaster filter
by rakesh padiyath 06 Dec '12

06 Dec '12

Hi , The mails are filtered based on filter condition in postmaster filter, I created a regex condition for body in postmaster filter, and the mails are filtering and assigned to the mapped queue... How can i set condition for both subject and body in postmaster filter....

1 0

Cross-Site Request Forgery(CSRF)
by ravi shanker 06 Dec '12

06 Dec '12

Hi, we are hosting otrs in internet and our testing team found CSRF issue with otrs in customer & FAQ tab..how to resolve this. Ravi Shankar

2 1

Re: [otrs] ACL with FREETEXT ISSUE
by Antonio Sarmiento 05 Dec '12

05 Dec '12

Gerald, win 7, OTRS 3.1.11, itsm 3.1.6, Mysql, Apache I followed your suggestion, and move to 3.1.11, but don't work . attached you can see data of my Dinamic Field definition & ACL part of my config.pm Dynamic Field Definition Dynamic Fields - Ticket: Modificar Dropdown Field Name DF1 Label Subcategoria Possible Values Key Value Firewall Firewall Proxy Proxy RAS RAS VPN VPN Direcciones IP Direcciones IP Fibra optica Fibra optica Hub Hub Router Router Conectividad Satelital Conectividad Satelital Switch Switch RAS1 RAS1 PANEL1 PANEL1 #[Kernel/Config.pm] # ticket acl $Self->{TicketAcl}->{'ACL-CATEGORIA'} = { # match properties Properties => { # current action match properties Frontend => { Action => ['AgentTicketPhone','AgentTicketEmail'], }, # current ticket match properties Ticket => { Queue => ['Comunicacion::Redes'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { DynamicField_DF1 => [ 'Firewall', 'Proxy', 'RAS', 'VPN', 'Direcciones IP', 'Fibra óptica', 'Hub', 'Router', 'Conectividad Satelital', 'Switch' ], }, }, # remove options (black list) # PossibleNot => { # possible ticket options (black list) #Ticket => { # DynamicField_DF1 => [ # 'RAS1', #'PANEL1' # ], # }, #}, }; # ----------------------------------------------------------------------- # END of ACL configurations I try with white list and black list & in both case don't work, because it show all the values defined for this dynamic field and no only the values identified in config.pm (the last two values, both ended by 1, must be omitted for this queue) I appreciate if somebody could help me. Antonio >> Date: Fri, 19 Oct 2012 19:20:38 -0400 >>From: Gerald Young <crythias(a)gmail.com> >> Subject: Re: [otrs] ACL with FREETEXT ISSUE >> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >> Message-ID: >> <CAKk-oUKh=TCiEkbs3MUOC_8Ge-TpJw05fX5jYB2_-ACZhvT4PA(a)mail.gmail.com> >> Content-Type: text/plain; charset="iso-8859-1" >> >> I'm sorry for the confusion. I've been answering the other question >>(When >> can I show this dynamic field but only for certain queues)... >> Yes, the ACL should work. you need both a key and a value for >>freetext, If >> I recall correctly. However, I'd strongly suggest you consider >>options for >> moving to 3.1 because information provided for 2.4 may not >>appropriately >> translate for 3.1, for instance, due to the use of dynamic fields to >>hold >> the data. >> >> On Fri, Oct 19, 2012 at 2:24 AM, Antonio Sarmiento >><asarmiento(a)mi.cl> wrote: >> >>> Gerald, >>> Thanks for your quick response >>> >>> But with this solution, I must think ACL with Freetext don't work? >>> >>> Because I want use only one freetext (1) for all queues & control >>>with ACL >>> the value of the free text to be displayed for each queue. >>> >>> Is it posible? I follow the guide >>> http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom&ItemID=68 >>> >>> or the best way is that you suggest? >>> >>> Regards >>> >>> Antonio >>> >>> Date: Wed, 17 Oct 2012 20:58:12 -0400 >>> From: Gerald Young <crythias(a)gmail.com> >>> Subject: Re: [otrs] ACL with FREETEXT ISSUE >>> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >>> Message-ID: >>> < >>> CAKk-oULW1Kighbxa56uuF+XdoMuroDk01-pQOmPvO_UTqk2m-Q(a)mail.gmail.com> >>> Content-Type: text/plain; charset="iso-8859-1" >>> >>> http://forums.otterhub.org/viewtopic.php?f=60&t=8032 >>> >>> On Wed, Oct 17, 2012 at 8:37 PM, Antonio Sarmiento >>><asarmiento(a)mi.cl> >>> wrote: >>> >>> > I'm trying to display a subset of freetext values depending on the >>> > queue selected. >>> > For this I did the following configuration: >>> > >>> > In my freetext1 config I have: >>> > >>> > $Self->{'TicketFreeKey1'} = { >>> > 'TIPO CI' => 'TIPO CI AFECTADO' >>> > }; >>> > $Self->{'TicketFreeText1'} = { >>> > 'DNS' => 'DNS', >>> > 'Fibra optica' => 'Fibra Optica', >>> > 'Firewall' => 'Firewall', >>> > 'Hub' => 'HUB', >>> > 'Panel' => 'PANEL', >>> > 'Proxy' => 'Proxy', >>> > 'RAS' => 'RAS', >>> > 'WEB' => 'WEB' >>> > }; >>> > >>> > My ACL script in config.pm is: >>> > # ticket acl >>> > $Self->{TicketAcl}->{'ACL-CATEGORIA'} = { >>> > # match properties >>> > Properties => { >>> > # current action match propertiess >>> > Frontend => { >>> > Action => >>>['AgentTicketPhone','AgentTicketEmail'], >>> > }, >>> > # current ticket match properties >>> > Ticket => { >>> > Queue => ['Comunicacion::Redes'], >>> > }, >>> > }, >>> > # return possible options (white list) >>> > Possible => { >>> > # possible ticket options (white list) >>> > Ticket => { >>> > TicketFreeText1 => ['HUB','PANEL','Proxy'], >>> > #TicketFreeKey1 => ['RAS'], >>> > }, >>> > }, >>> > # remove options (black list) >>> > #PossibleNot => { >>> > # possible ticket options (black list) >>> > # Ticket => { >>> > #TicketFreeText1 => ['HUB','PANEL','Proxy'], >>> > # TicketFreeKey1 => ['DNS','RAS','WEB'], >>> > # }, >>> > #}, >>> > }; >>> > >>> > But it don't work because it display all the values in phone new >>> > ticket, where I enable this freetext >>> > >>> > Please, Would somebody helpme >>> > I apreciate your help >>> > >>> > Antonio >>> > >>> > >>> > >

1 0

After Hours/Holiday AutoResponse
by Gerald Young 05 Dec '12

05 Dec '12

Hey, all, holidays are coming up and ... wouldn't it be nice if there were a way to change your queue's autoresponse to let your customers know that you'll be closed and when you'll be able to return? http://forums.otterhub.org/viewtopic.php?f=60&t=18347 (Summary if you don't want to click: command line change of autoresponse<->queue coupled with cron) I'd appreciate any feedback on this.

1 0