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ACL to control Queues
by Dimitrakakis Georgios 16 Nov '16

16 Nov '16

I have an OTRS (v.5.0.12) installation connected to an Active Directory. There are several queues and all of them are available to the customers (active directory users) through: Customer Default Groups What I would like to do is to have specific queues available to specific customers (by customerid). Can I achieve something like this with ACLs and how? Regards, G. ______________________________________________________________________________ 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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Reply encoding is broken
by Dimitrakakis Georgios 14 Nov '16

14 Nov '16

I have an OTRS installation (v.5.0.12) that has the following problem. When I resume a reply to a ticket that was already saved as draft in a previous attempt all non English characters ( I am using Greek) are shown as question marks (?????). Any idea why this is happening? Regards, G. ______________________________________________________________________________ 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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CSS File
by Dimitrakakis Georgios 14 Nov '16

14 Nov '16

Hi! Can you tell me from which initial file(s) is created the "CommonCSS_db899691316d0b29d3ffe950e6d42711.css" file in "~/var/httpd/htdocs/skins/Customer/default/css-cache/css" ? I want to change something and make that change persistent! Regards, G. ______________________________________________________________________________ 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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Need TicketID! in CustomerTicketZoom
by Andrzej Kubaczyk 10 Nov '16

10 Nov '16

After updates from version 3.2.17 to 3.3.16 I have problem with a preview of ticketing in the customer panel. When I click on any ticket on the list, I get the message: Error: Need TicketID! ERROR: OTRS-CGI-10 Perl: 5.16.2 OS: linux Time: Fri Jun 24 14:36:49 2016 Message: Need TicketID! RemoteAddress: x.x.x.x RequestURI: /otrs/customer.pl?Action=CustomerTicketZoom;TicketNumber=16062424830 Traceback (21057): Module: Kernel::Output::HTML::Layout::CustomerError (OTRS 3.3.15) Line: 3982 Module: Kernel::Modules::CustomerTicketZoom::Run (v1.48.2.2) Line: 70 Module: Kernel::System::Web::InterfaceCustomer::Run (OTRS 3.3.15) Line: 1024 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

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Tickets "closed" appear as "open"
by Personal Técnico 07 Nov '16

07 Nov '16

Hi, I created four new states called "progress-25%", "progress-50%", "progress-75%" and "progress-90%". Now, when I close successfully (or not) a ticket, it appears as "opened". If I check its "history" I can see this: [...] Old: "progress-90". New: "%closed successful" [...] So it seems that "%" is parsed badly so OTRS doesn't recognize that ticket as closed and, then, it continues appearing as "open" (or "progress"). I have created four new states called "progress-XX" without "%"; executed a generic agent for changing from "progress-XX%" to "progress-XX" and, then, from "progress-XX" to "closed succesfully", but tickets continue appearing in menu "Tickets --> Status view" in "Opened Tickets" althought in ticket properties you can see "Status --> closed succesfully" Please, help!!! What can I do for solve this configuration problem? Thanks!!

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show/hide dynamic fields on phone ticket
by Kent Kollasch 04 Nov '16

04 Nov '16

Hi, I'm trying to show/hide dynamic fields on new phone ticket based on ticket type. I'm having mixed results, only the first dynamic field shows up, the rest stay hidden. I've add the following to Custom/Kernel/Output/HTML/Templates/Standard/AgentTicketPhone.tt. [% RenderBlockStart("TicketType") %] <label class="Mandatory" for="TypeID"><span class="Marker">*</span> [% Translate("Type") | html %]:</label> <div class="Field"> [% Data.TypeStrg %] <div id="TypeIDError" class="TooltipErrorMessage"><p>[% Translate("This field is required.") | html %]</p></div> <div id="TypeIDServerError" class="TooltipErrorMessage"><p>[% Translate("This field is required.") | html %]</p></div> [% WRAPPER JSOnDocumentComplete %] <script type="text/javascript">//<![CDATA[ $('#TypeID').bind('change', function (Event) { Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'TypeID', ['Dest', 'NewUserID', 'NewResponsibleID', 'NextStateID', 'PriorityID', 'ServiceID', 'SLAID', 'SignKeyID', 'CryptKeyID', 'To', 'Cc', 'Bcc', 'StandardTemplateID' [% Data.DynamicFieldNamesStrg %]]); ### shows dynamic fields based on ticket type ### switch ($('#TypeID').val() ) { case "4": document.getElementById('id name').style.display = 'block'; break; default: document.getElementById('id name').style.display = 'none'; } }); //]]></script> [% END %] [% RenderBlockStart("DynamicField") %] <div id="id name" style="display:none;" class="Row Row_DynamicField_[% Data.Name | html %]" className="TicketFreeText Validate_Required ServerError" > [% Data.Label %]<div class="Field">[% Data.Field %]</div> <div class="Clear"></div> </div> [% RenderBlockEnd("DynamicField") %] Thanks, Kent -- Kent C. Kollasch<mailto:Kent.Kollasch@artsway-mfg.com> Director of Information Technology Art's-Way Manufacturing Co., Inc. Phone: (712) 864-0025 Fax: (712) 864-3154 This message may contain information that is confidential and subject to privilege. If you are not the intended recipient and have received this e-mail in error, please disregard and do not open attachments, if any. Please note that the view or opinions presented in this e-mail are solely those of the author.

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Translation to french
by claude 03 Nov '16

03 Nov '16

Hi, I have a 3.3.9 OTRS, I have modify some words or sentences and it's ok. But I don't know where can I translate tooltips for columns headers and tooltips associated to available columns in agentdashboard ? Thanks and regards Claude

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question about recipients from escalation notifications
by Leonardo Certuche 03 Nov '16

03 Nov '16

Hello there, I remember in older versions of OTRS, Escalation notification recipients were governed by any of the following two text-based configurations: # notify all agents who selected the queue in "my queues/custom queues" Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', # notify all agents who can access the ticket with rw permissions Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', Now it seems like the GenericAgent has nothing to do with this and instead there is the following path: Kernel::System::Console::Command::Maint::Ticket::EscalationCheck But it does not allow to define who will be the recipients of the escalation notification. Does anyone know where can this be set in OTRS 5? Regards, Leonardo Certuche

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Re: [otrs] otrs Digest, Vol 97, Issue 14 query unlocked Tickets with unanswered customer requests
by otrs otrs 30 Oct '16

30 Oct '16

Hi Georgios, thanks für you anwser. The way you describe to me ist the first step I do. First I see all unlocked Tickets. No Ticket is locked by an Agent. So my Problem is, that the agents get no notification(yellow star in the left Corner on top) when a costumer do a request of an unlocked ticket. In my IT Department we have some "old" unlocked Tickets. And I want to escalate these unlocked tickets when a costumer do more than Two request to the unlocked tickets. I hope I could explane it what i want to do. Thanks in Advance Marvin 2016-10-27 20:16 GMT+02:00 <otrs-request(a)lists.otrs.org>: > 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. How to query unlocked Tickets with unanswered customer > request (otrs otrs) > 2. Re: How to query unlocked Tickets with unanswered customer > request (Dimitrakakis Georgios) > 3. Phantom ticket (DHilsbos(a)performair.com) > 4. Dynamic fields in AgentTicketCompose (Andr? Cavalcante) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 25 Oct 2016 19:57:45 +0200 > From: otrs otrs <otrs.test.ziege(a)gmail.com> > To: otrs(a)lists.otrs.org > Subject: [otrs] How to query unlocked Tickets with unanswered customer > request > Message-ID: > <CAPfqst3meo6DDinJMU_LGDqTCBCXAReAZhCywoXN_0fH9- > GWBg(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hi Folks, first of all, thanks evryone in advance how can help me. > > My Situation is, that i have round about 200 open and new Tickets. > Not all of them are locked by an Agent. > > Now I want ot have an overview off all unlocked Tickets where the customer > have done some request to the ticket. > For example. > A customer sends an request to our OTRS-System. But this request will not > get locked by an Agent. Because there is so much work > And after a while the same customer will send to the same ticket a request > to get to know the state of work. > But now one answer to him. And after a while he send the third request to > the same tickets....and so one. > > > Perhaps this could be done by a datanbase query. Hase anyone some > experinece with that. > > Thanks a lot > Bye Marvin >

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Queues associated services
by Jesus 28 Oct '16

28 Oct '16

Good morning, I have a query, how it could change the association of services-> customers to services-> queue, To view the services I have to enable them by default and that's not what I wanted, if not to be associated with queue ....

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