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Ticket state transition New -> Open
by Nick Bright 03 Apr '20

03 Apr '20

What conditions will transition a ticket from New to Open? Is it only an outbound phone call or outbound email? I know that a note doesn't, and an inbound email doesn't; but I thought an inbound phone call would transition the ticket state from New to Open if recorded by an agent. If there's a relevant page in the documentation about this, a link would be helpful. Thanks, -- --------------- Email Signature Nick Bright - VICE PRESIDENT OF TECHNOLOGY P: 888.332.1616 W: valnet.net <https://valnet.net> F: Facebook <https://www.facebook.com/ValnetISP/> This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

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OTRS 5: CustomerID still the email after customer creation
by Seifert, Hagen 02 Apr '20

02 Apr '20

Hello. The following case: A ticket is created from an email. The sender is still not known to us. The CustomerID field then has the value of the email address, the customer information area is empty. Now we create the customer under the corresponding company. The customer information is immediately displayed correctly in the ticket. However, the CustomerID field still has the value of the email address. Is that a bug? Freundliche Grüße / Best regards Hagen Seifert _____________________________________________________ Prozesse und Methoden Phone: +49-7031-4913-34 Fax: +49-7031-4913-55 Mail: h.seifert(a)ssc-services.de<mailto:h.seifert@ssc-services.de> SIP: h.seifert(a)ssc-services.de<sip:h.seifert@ssc-services.de> http://www.ssc-services.de<http://www.ssc-services.de/> SSC-Services GmbH Herrenberger Straße 56 71034 Böblingen Geschäftsführer/Managing Director: Matthias Stroezel, Tobias Rohde Sitz/Domicile: Böblingen Registergericht/Court of Registry: Stuttgart HRB-Nr./ Commercial Register No. 21439 _____________________________________________________

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OTRS 5: Meeting responses should not change ticket state
by Seifert, Hagen 02 Apr '20

02 Apr '20

Hello. We send Outlook appointments with the email address of our OTRS. The answers will then be sent to the OTRS. As we manually enter the ticket number in the subject of the appointment, it will be assigned to the correct ticket. However, it bothers us that the ticket status changes from "wait for reminder" to "open" as soon as a customer accepts an invitation (or declines or accepts it tentative). Can we change this via the admin interface? Freundliche Grüße / Best regards Hagen Seifert _____________________________________________________ Prozesse und Methoden Phone: +49-7031-4913-34 Fax: +49-7031-4913-55 Mail: h.seifert(a)ssc-services.de<mailto:h.seifert@ssc-services.de> SIP: h.seifert(a)ssc-services.de<sip:h.seifert@ssc-services.de> http://www.ssc-services.de<http://www.ssc-services.de/> SSC-Services GmbH Herrenberger Straße 56 71034 Böblingen Geschäftsführer/Managing Director: Matthias Stroezel, Tobias Rohde Sitz/Domicile: Böblingen Registergericht/Court of Registry: Stuttgart HRB-Nr./ Commercial Register No. 21439 _____________________________________________________

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Otrs daemon not running if cache is disabled
by Mathias Waack 09 Mar '20

09 Mar '20

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Re: [otrs] CustomerTicketZoom article sort order
by Jens Köhler 17 Feb '20

17 Feb '20

Hey Roy, thanks a lot! Your solution works like a charm. Have a nice day -----Ursprüngliche Nachricht----- Von: otrs [mailto:otrs-bounces@lists.otrs.org] Im Auftrag von Roy Kaldung Gesendet: Freitag, 14. Februar 2020 20:50 An: User questions and discussions about OTRS. Betreff: Re: [otrs] CustomerTicketZoom article sort order Hi Jens, > On Feb 14, 2020, at 1:53 PM, Jens Köhler <koehler(a)rzhartmann.de> wrote: > > Changing the source code would be fine aswell, but until now I wasn’t successful in finding the corresponding code parts. > you have to change Kernel/Modules/CustomerTicketZoom.pm, all file locations are relative from the OTRS home directory: - create the folder structure Custom/Kernel/Modules/ - copy Kernel/Modules/CustomerTicketZoom.pm to Custom/Kernel/Modules/CustomerTicketZoom.pm - insert after line 138 this: @ArticleList = reverse @ArticleList; Should be from: my @ArticleList = $ArticleObject->ArticleList( TicketID => $Self->{TicketID}, IsVisibleForCustomer => 1, DynamicFields => 0, ); my @ArticleBox; to my @ArticleList = $ArticleObject->ArticleList( TicketID => $Self->{TicketID}, IsVisibleForCustomer => 1, DynamicFields => 0, ); @ArticleList = reverse @ArticleList; my @ArticleBox; Good luck, Roy -- Roy Kaldung --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

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Using dynamic field in notifications when creating ticket
by Alexis HAUSER 17 Feb '20

17 Feb '20

Hi, I tried to use dynamic fields in notifications, using the following syntax : <OTRS_TICKET_DynamicField_Myfield> It worked for escalation notifications and others things, but it seems that the dynamic fields don't get any value when the notification is sent after creating a new ticket. It's replaced instead with "-". Any idea how I can update the dynamic fields values before the notification of a new ticket creation is sent ? Regards Alexis

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CustomerTicketZoom article sort order
by Jens Köhler 14 Feb '20

14 Feb '20

Hey guys, please give me a hint on how to change the sort order of articles in CustomerTicketZoom. For AgentTicketZoom there is a sysconfig option called Ticket::Frontend::ZoomExpandSort, which has no effect on the customer side. Our customers want to have a reverse sort order so that the newest articles are the first ones. Changing the source code would be fine aswell, but until now I wasn't successful in finding the corresponding code parts. Regards Jens

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Tickets By Customer with Customized Fields
by Moises Silva 07 Feb '20

07 Feb '20

Hi Everyone, I need to customize tickets by specific customer, but I don´t if possible in OTRS. Example: For all customer I have 4 types on the ticket (tp1, tp2, tp3, tp4), but for specific customer I need to included the specific type and included the others 4 (tp1, tp2, tp3, tp4, tp5) When I select the tp5, then we need to change the content on priority, only to list p5-1, p5-2 and enable the new dynamic field (TEXT FIELD) with the name TXNEWFIELD. Is there someone that pass for this situation that can help me? Thanks, Moises

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Problem upgrading from OTRS 6.0.25 to 6.0.26
by Rudolf Bargholz 07 Feb '20

07 Feb '20

Hi, I use the following steps to upgrade each OTRS patch Version on Fedora: sudo -i systemctl stop crond.service systemctl stop httpd.service Run the following as "otrs" user: su - otrs /opt/otrs/bin/Cron.sh stop /opt/otrs/bin/otrs.Daemon.pl stop exit Run the following as "root": cd /opt ls rm otrsrpm.rpm -f ls curl http://ftp.otrs.org/pub/otrs//RPMS/rhel/7/otrs-6.0.26-01.noarch.rpm -Lo /opt/otrsrpm.rpm ls rpm -Uvh /opt/otrsrpm.rpm systemctl start httpd.service systemctl start crond.service Run the following as "otrs" user: su - otrs /opt/otrs/bin/otrs.Daemon.pl start /opt/otrs/bin/Cron.sh start After installing the patch, I was no longer able to enter my username and password to log into OTRS. No idea why. Just in case others have the same issue, used the following to revert to the previous version OTRS 6.0.25: Same steps as above, but with curl http://ftp.otrs.org/pub/otrs//RPMS/rhel/7/otrs-6.0.25-01.noarch.rpm -Lo /opt/otrsrpm.rpm rpm -Uvh --oldpackage /opt/otrsrpm.rpm I have tried this a couple of times, going back and forth, and it has worked in each case. Upgrading to patch level 26 results in my no longer being able to log on to OTRS, reverting back to patch level 25 allows me to keep on working in OTRS. Regards Rudolf Bargholz

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Re: [otrs] [ext] Problem upgrading from OTRS 6.0.25 to 6.0.26
by Rudolf Bargholz 07 Feb '20

07 Feb '20

Hi Ralf, Thanks for your interest. I see the following recurring error messages in the log: Fri Feb 7 16:16:28 2020 (Europe/Zurich) error OTRS-CGI-10 Search not executed due to invalid value 'Slave%' on field 'MasterSlave'! Fri Feb 7 16:16:28 2020 (Europe/Zurich) error OTRS-CGI-10 Backend MasterSlave is invalid! Re-installed the OTRSMasterSlave package, but this does not seem to have helped. We have not used this package often, so I will try uninstalling this package, and then re-installing it. Ok, after re-installing the OTRSMasterSlave package the errors seem to have disappeared. The next step will be to re-install the update and then explicitly run the scripts/DBUpdate-to-6.pl script. I ran this script when updating from version 5 to 6, and with each fix pack that I have installed vor version 6 (lots of them, from version 03 onward) I have never had to do this before within a version number, but it is worth a try. Regards Rudolf Bargholz Von: Ralf Hildebrandt<mailto:Ralf.Hildebrandt@charite.de> Gesendet: Freitag, 7. Februar 2020 14:28 An: otrs(a)lists.otrs.org<mailto:otrs@lists.otrs.org> Betreff: Re: [otrs] [ext] Problem upgrading from OTRS 6.0.25 to 6.0.26 * Rudolf Bargholz <Bargholz(a)onlinetravel.ch>: > I have tried this a couple of times, going back and forth, and it has worked in each case. Upgrading to patch level 26 results in my no longer being able to log on to OTRS, reverting back to patch level 25 allows me to keep on working in OTRS. Good. Anything in the logs? (I guess it would log to the same place, and when you go back to the working / old version, you can look at the logs). Ralf Hildebrandt Charit? - Universit?tsmedizin Berlin Gesch?ftsbereich IT | Abteilung Netzwerk Campus Benjamin Franklin (CBF) Haus I | 1. OG | Raum 105 Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 ralf.hildebrandt(a)charite.de https://www.charite.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs * Rudolf Bargholz <Bargholz(a)onlinetravel.ch>: > I have tried this a couple of times, going back and forth, and it has worked in each case. Upgrading to patch level 26 results in my no longer being able to log on to OTRS, reverting back to patch level 25 allows me to keep on working in OTRS. Good. Anything in the logs? (I guess it would log to the same place, and when you go back to the working / old version, you can look at the logs). Ralf Hildebrandt Charit? - Universit?tsmedizin Berlin Gesch?ftsbereich IT | Abteilung Netzwerk Campus Benjamin Franklin (CBF) Haus I | 1. OG | Raum 105 Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 ralf.hildebrandt(a)charite.de https://www.charite.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

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