- otrs - OTRS mailing lists

Force user to update escalated ticket first
by Branislav Brna 20 Jan '16

20 Jan '16

Hello, in our company we have been using OTRS for several years. A long time ago we have been using feature of it that basically brought in front each escalated ticket and agents were unable to do anything else till the ticket got updated. Now we would like to enable this again, but I am having really hard time remembering what needs to be enabled to allow this behavior. Could someone help me with this? Thanks WIth regards Branislav Brna

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Validation in Process with DynamicFields
by Eduardo Casarero 19 Jan '16

19 Jan '16

Hi, I've a process with several dynamic fields, I need to validate that the combination of the dynamic fields information is not duplicated in other existing ticket in the system. I think I can do it in a Transition, with a custom Transition Validation Module, but I only found the ValidateDemo.pm. Are there other examples of custom validations? my perl skills are not the best. Also if anyone knows a simple way to do this consistency check I'll appreciate the hint. Thanks, Eduardo.

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How to associate a CI to a ticket
by André Cavalcante 19 Jan '16

19 Jan '16

Hi There, I'd like to associate a ticket to a CI, but to do it, I must know either the CI number, name, incident state ou deployment state, but I'd like to do it, searching for another attribute. How can I do it? Any hint? -- *André Luiz C. e Cavalcante* *PMP, PRINCE2, ITIL EXPERT*

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CONFIGURATION ITEM
by André Cavalcante 19 Jan '16

19 Jan '16

Hi there! I need some help in importing .SCV files to CMDB. I have create the template, but everytime I try to import data no single line is imported. Import summary for ITSMConfigItem Records: 5 Success: 0 Failed: 5 Last processed line number of import file: 5 Any hint? Thanks! -- *André Luiz C. e Cavalcante, PMP, PRINCE2, ITIL EXPERT*

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OTRS-Dashboard
by Anton Kornexl 18 Jan '16

18 Jan '16

Hello, i have the following selectors in all dashboad sections (reminder, escaleted Tickets in My Queues (0) Tickets in My Services (0) Tickets in My Services (0) All tickets (3) Why are "Tickets in My Services" here two times. I don't need the "My Services" selector because no Services are defined. -- Mit freundlichen Grüssen Anton Kornexl stellv. Leitung Zentrum für Informationstechnologie und Medienmanagement Universität Passau Innstr. 33, 94032 Passau Telefon +49 (0)851/509-1812, Telefax +49 (0)851/509-1802 E-Mail: Anton.Kornexl(a)uni-passau.de

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Dynamic fields (or something like it) for agents?
by Alexandre Lima 14 Jan '16

14 Jan '16

Hello! I need to configure my OTRS but I'm having some problems... I thought that Dynamic Fields could solve them, but unfortunately it's not the case (until now). What I need to do is to use some ticket's information to make statistics, so I would have to mark the tickets that are important to me (like a checkbox) so I can filter them after. More precisely, I need to make a monthly report about those marked tickets. I would also need to add information to those marked tickets, I could use notes, but I was thinking about a agent side field, like a Dynamic Field that only agents can modify. After each month, I would like to filter the marked tickets and then use the information added by the agents to them to make statistics (how I would add this information is still a mystery to me). Do you have any idea about how could I do that? I hope I was clear about my problem :)

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Re: [otrs] Widget filters after OTRS 5 upgrade
by Kristofer Pettijohn 14 Jan '16

14 Jan '16

I still do not have a solution, and am unable to upgrade since these widgets are imperative to our users' use. On 01/14/2016 03:15 AM, Philipp Ghirardini wrote: > I have the same problem, after upgrading from 3.3.8 -> 4.x -> 5.0.5 > Deleting Kernel/Config/Files/ZZZAuto.pm didn't change anything. > > Some ideas? > > Regards Philipp

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the ticket closure.
by Hugo Cosme 14 Jan '16

14 Jan '16

Hello everybody , I'm new to the list and OTRS , but I wonder if it is possible to make the ticket closure, via email! TKS! Obrigado. Atenciosamente; Hugo Cosme (34)992573333

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Re: [otrs] otrs 5.0.5 - Import/export noch showing in frontend
by Julius Haake 13 Jan '16

13 Jan '16

Solved - resetting the Frontend::Admin::ModuleRegistration to factory-defaults brought the module back to life. How and why? No Idea!

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otrs 5.0.5 - Import/export noch showing in frontend
by Julius Haake 13 Jan '16

13 Jan '16

Dear List, the import-export-feature is not visible in OTRS. The Module is installed and the same version as OTRS / ITSM. ImportExport - v5.0.5 - installed. Reinstalling the module didnt bring any improvement. Any hint? BR Julius

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