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Service field grayed out
by Pedro Lobo 08 Jun '17

08 Jun '17

Hi, I'm attempting to create a new ticket and assign it to a service. I already have a few services created, but when I create a new ticket, the service field isn't active and I can't assign the ticket to the service as it is shown here: http://doc.otrs.com/doc/manual/itsm/stable/en/html/ch06s02.html I'm running OTRS + ITSM Module at 5.0.19 Cheers, Pedro

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Disable the button reply for tickets closed
by Moises Silva 07 Jun '17

07 Jun '17

Hi EveryBody, Is there anyone that know if possible to disable the option reply for tickets with states "closed successful", "closed unsuccessful" and "closed with workaround"? I am using the version the versioon 5.X Thanks, Moises

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new related faq article widget
by 吕睿�＠ 29 May '17

29 May '17

Hi all, In FAQ 5.0.9, Added the new related faq article widget 'This might be helpful' for the customer ticket creation. I want to know how can i enable this feature for Agent frontend？ Best Regards.

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Please help with CMDB CI's import/export
by Adrian Schmidt 18 May '17

18 May '17

Hi I'm Adrian from Burman University, and we have been using OTRS free for a number of years. We added the ITSM package, and we want to start using the CMDB component, probably doing an initial import from a CSV (excel file). I was able to find the Import/Export Management module, and I see as actions: Add Template. I'm taken to Step 1 of 5, Edit common information, and I can add Name / Object (only Config Item shows), Validity, and Comment, but when I press Next no matter what I put in this screen, the system goes back to Step 1. Anybody using the Import/Export module successfully that can give me a hint / some documentation on what I'm doing wrong? Thank you very much! Blessings -- ** This communication, and any documents attached, is intended only for the recipient(s) to whom it is addressed, and may contain personal, confidential and/or privileged information. If you are not the intended recipient, please notify the sender (or the Burman e-mail administrator at (at Postmaster(a)burmanu.ca) immediately and do not copy, distribute or take action on it. Any communication received in error, or subsequent reply, should immediately be deleted or destroyed. Thank You **

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ACL for empty value in properties
by Juan Manuel Clavero Almirón 18 May '17

18 May '17

Hi all, We want to forbid closing a ticket without service. We've been able to do it for stored tickets with an ACL but can't seem to manage in a new ticket form (e.g, in AgentTicketPhone). We thought we could do it with Service in the Properties section but can't match an undefined value. Our last config is like this: ConfigChange: PossibleNot: Ticket: State: - closed successful - closed unsuccessful ConfigMatch: Properties: Frontend: Action: - AgentTicketPhone Service: ServiceID: - '[RegExp]^$' We've also tried with these variants: option a) Service: ServiceID: - '[NotRegExp]^.+$' option b) Service: Name: - '[RegExp]^$' option c) Service: Name: - '[NotRegExp]^.+$' We've got the ACL debug mode on and it shows matching Action but shows nothing on Service. Could you help us? What are we missing? Kind regards, Juan Clavero

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AUTOREPLY otrs Digest, Vol 104, Issue 1
by baer＠opm-computer.de 18 May '17

18 May '17

Sehr geehrte Damen und Herren, in der Zeit vom 06.05.2017 bis einschließlich 21.05.2017 befinde ich mich nicht im Büro. Beachten Sie bitte, dass Ihre EMail nicht automatisch weitergeleitet wird. In dringenden Fällen wenden Sie sich bitte an unsere Hotline, 0203-378530, oder an Herrn Hesselmann (hesselmann(a)opm-computer.de) Mit freundlichen Grüßen Ronny Bär OPM IT Service GmbH Send otrs mailing list submissions to otrs(a)lists.otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/mailman/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)lists.otrs.org You can reach the person managing the list at otrs-owner(a)lists.otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. ADFS/SAMLv2 Single Sign-On to OTRS? (Sander Goudswaard) 2. <OTRS_CUSTOMER_BODY> in owner update notification? (Susan Dittmar) 3. ACL for empty value in properties (Juan Manuel Clavero Almir?n) 4. Re: ACL for empty value in properties (Alvaro Cordero) 5. Re: ACL for empty value in properties (Alvaro Cordero) 6. Accounted Time (Daniel) ---------------------------------------------------------------------- Message: 1 Date: Wed, 10 May 2017 11:57:16 +0000 From: Sander Goudswaard <s.goudswaard(a)westerscheldetunnel.nl> To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Subject: [otrs] ADFS/SAMLv2 Single Sign-On to OTRS? Message-ID: <81f6deb591a2482ca932452d6a43ae4b(a)wstvs02.westerscheldetunnel.pri> Content-Type: text/plain; charset="us-ascii" Dear all, Is there someone who has set up ADFS Single-Sign On to OTRS (with Mellon at the OTRS side) and could share which settings have been done at the ADFS side? Regards, Sander no_signature ------------------------------ Message: 2 Date: Wed, 10 May 2017 17:22:52 +0200 From: Susan Dittmar <S.Dittmar(a)eureca.de> To: "OTRS Mailing List (english)" <otrs(a)lists.otrs.org> Subject: [otrs] <OTRS_CUSTOMER_BODY> in owner update notification? Message-ID: <ed963137-2a5b-5edc-2a85-2484221a90dd(a)eureca.de> Content-Type: text/plain; charset=utf-8 Hi, is ist possible to have <OTRS_CUSTOMER_BODY> filled in in an owner update notification? My agents urgently request that. Just adding the tag fills it with <OTRS_AGENT_BODY> :-( Thanks in advance, Susan ------------------------------ Message: 3 Date: Wed, 17 May 2017 08:03:24 +0000 From: Juan Manuel Clavero Almir?n <juanm.clavero(a)ibsalut.es> To: "otrs(a)otrs.org" <otrs(a)otrs.org> Subject: [otrs] ACL for empty value in properties Message-ID: <4E6C4135180B424CBFC6C6DE9456154A017D258B94(a)SCPDPSEXMB01P.ssib.local> Content-Type: text/plain; charset="iso-8859-1" Hi all, We want to forbid closing a ticket without service. We've been able to do it for stored tickets with an ACL but can't seem to manage in a new ticket form (e.g, in AgentTicketPhone). We thought we could do it with Service in the Properties section but can't match an undefined value. Our last config is like this: ConfigChange: PossibleNot: Ticket: State: - closed successful - closed unsuccessful ConfigMatch: Properties: Frontend: Action: - AgentTicketPhone Service: ServiceID: - '[RegExp]^$' We've also tried with these variants: option a) Service: ServiceID: - '[NotRegExp]^.+$' option b) Service: Name: - '[RegExp]^$' option c) Service: Name: - '[NotRegExp]^.+$' We've got the ACL debug mode on and it shows matching Action but shows nothing on Service. Could you help us? What are we missing? Kind regards, Juan Clavero ------------------------------ Message: 4 Date: Wed, 17 May 2017 08:34:15 -0600 From: Alvaro Cordero <alvaro(a)gridshield.net> To: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> Cc: "otrs(a)otrs.org" <otrs(a)otrs.org> Subject: Re: [otrs] ACL for empty value in properties Message-ID: <CAKzf-ZOF5hQXBj_+5xV76fcny0dMi-0HS3Q5SfKvOAo5g8z0Vw(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Well, you can always make Service to be Mandatory, that should prevent a ticket to not have one so you shouldn't worry about tickets being closed without being correctly classified. Best Regards. 2017-05-17 2:03 GMT-06:00 Juan Manuel Clavero Almir?n < juanm.clavero(a)ibsalut.es>: > Hi all, > > We want to forbid closing a ticket without service. We've been able to do > it for stored tickets with an ACL but can't seem to manage in a new ticket > form (e.g, in AgentTicketPhone). We thought we could do it with Service in > the Properties section but can't match an undefined value. > > Our last config is like this: > > ConfigChange: > PossibleNot: > Ticket: > State: > - closed successful > - closed unsuccessful > ConfigMatch: > Properties: > Frontend: > Action: > - AgentTicketPhone > Service: > ServiceID: > - '[RegExp]^$' > > We've also tried with these variants: > > option a) > Service: > ServiceID: > - '[NotRegExp]^.+$' > > option b) > Service: > Name: > - '[RegExp]^$' > > option c) > Service: > Name: > - '[NotRegExp]^.+$' > > We've got the ACL debug mode on and it shows matching Action but shows > nothing on Service. > Could you help us? What are we missing? > > Kind regards, > Juan Clavero > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro(a)gridshield.net

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Accounted Time
by Daniel 16 May '17

16 May '17

Hi there, in all of my Tickets i have a Field „Zeiteinheiten“ This field I set already to mandantory but the Agnets can use “0” as Time. Is there anyway to set the minimum value to 1 -- Grüsse Daniel

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<OTRS_CUSTOMER_BODY> in owner update notification?
by Susan Dittmar 10 May '17

10 May '17

Hi, is ist possible to have <OTRS_CUSTOMER_BODY> filled in in an owner update notification? My agents urgently request that. Just adding the tag fills it with <OTRS_AGENT_BODY> :-( Thanks in advance, Susan

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ADFS/SAMLv2 Single Sign-On to OTRS?
by Sander Goudswaard 10 May '17

10 May '17

Dear all, Is there someone who has set up ADFS Single-Sign On to OTRS (with Mellon at the OTRS side) and could share which settings have been done at the ADFS side? Regards, Sander no_signature

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Multiple Domain Controllers
by Dimitrakakis Georgios 28 Apr '17

28 Apr '17

Hello, I would like to know if it's possible to define more than one Domain Controllers for user authentication. What I would like to do in principle is be able to have a second and even a third domain controller as a failover or running all in parallel for users' authentication. For the moment in my "Config.pm" the primary Domain Controller is defined in: 1. "$Self->{CustomerUser1} = {......." as "Host" 2. $Self->{'AuthModule::LDAP::Host1'} 3. $Self->{'AuthSyncModule::LDAP::Host1'} 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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