Re: [otrs] Dynamic fields (or something like it) for agents?

[Alvaro Cordero]

Hello, there are many options you can use to address what you are looking
for.

1. You can use a Dynamic Field the kind you want (Checkbox, Dropbox, etc)
to flag the ticket you want and then make an stat to get the info you want.
What you need to define is where you want that to be done (the flaggin)
when creating the ticket, when adding a note, when answering an email, etc.
2. You can use other OTRS fields to address that, for example priority, you
can set the priority to the highest level on those tickets and then
similarly make an stat for it.

Regards

2016-01-11 14:00 GMT-06:00 Alexandre Lima :

> 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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>



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[otrs] CustomerCompany on external database

[Antonio Reale]

Hi all,
in 3.2 version during the customer user creation phase I had to populate 
the CustomerID field manually (no dropdown menu). There was no need to 
have the company created in the CustomerCompany backend.
After upgradind to OTRS 5, when I create a new customer I can't insert a 
CustomerID if it is not present in CustomerCompany, so I decided to 
point OTRS to an external database where I have companies data.
I changed the Config.pm, so now I have CustomerCompany data on the 
external database and CustomerUser on the local OTRS database.
In Customer Management I correctly see all companies, but if I try to 
add a customer user the CustomerID field is disabled.


Is possible to have CustomerUser and CustomerCompany on different backends?

Thanks.
Regards.

Antonio
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Re: [otrs] CustomerCompany on external database

[Gerald Young]

I'd like to point out this thread:
http://forums.otterhub.org/viewtopic.php?t=30755

And yes, it is possible to put CustomerCompany on a (single) different DB
backend.

Copy the relevant section from Defaults.pm to Config.pm and modify
appropriately.
https://github.com/OTRS/otrs/blob/rel-5_0_5/Kernel/Config/Defaults.pm#L1561


On Thu, Jan 14, 2016 at 11:52 AM, Antonio Reale  wrote:

> Hi all,
> in 3.2 version during the customer user creation phase I had to populate
> the CustomerID field manually (no dropdown menu). There was no need to have
> the company created in the CustomerCompany backend.
> After upgradind to OTRS 5, when I create a new customer I can't insert a
> CustomerID if it is not present in CustomerCompany, so I decided to point
> OTRS to an external database where I have companies data.
> I changed the Config.pm, so now I have CustomerCompany data on the
> external database and CustomerUser on the local OTRS database.
> In Customer Management I correctly see all companies, but if I try to add
> a customer user the CustomerID field is disabled.
>
> Is possible to have CustomerUser and CustomerCompany on different backends?
>
> Thanks.
> Regards.
>
> Antonio
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[otrs] the ticket closure.

[Hugo Cosme]

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)99257
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[otrs] Dynamic fields (or something like it) for agents?

[Alexandre Lima]

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] the ticket closure.

[Gerald Young]

Yes!

YW!

(oh, you want to know *how*...)

PostMaster filter, look for a keyword, maybe
Body #closethis

set
X-OTRS-FollowUp-State closed successfully
X-OTRS-FollowUp-Lock unlock

On Thu, Jan 14, 2016 at 8:52 AM, Hugo Cosme  wrote:

>
> 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)99257
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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>
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Re: [otrs] Phone call - article visbility?

[Nick Bright]

On 1/7/2016 4:11 PM, Gerald Young wrote:

SysConfig


  Ticket::Frontend::AgentTicketPhoneInbound###ArticleType in


  Ticket::Frontend::AgentTicketPhoneOutbound###ArticleType


Might be phone-internal. I haven't tried it but it's a possible option.


Maybe the question should be why don't I have a "phone-internal" type, then.

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Re: [otrs] Dynamic fields (or something like it) for agents?

[Alexandre Lima]

Thank you Alvaro and Dominic! 
I have solved the problem! 
I've considered making a new queue and put the tickets I wanted there, like 
Dominic suggested, but then I found out that I could create a dynamic field in 
the "notes" page of the ticket, like Alvaro suggested. 
To do that, I've created a checkbox dynamic field and then I went to 
Frontend::Agent::Ticket::ViewNote and then added It to the dynamic fields list 
"Ticket::Frontend::AgentTicketNote###DynamicField". 
Now, my agents can add a note and, while doing it, mark the checkbox! 
When I export the tickets in the Statistics page (using tickets created last 
month, for example), the checkbox is printed as an atribute on the csv file. 

Thank you for your help! 

Best regards, 

Alexandre 

- Original Message -

From: "Alvaro Cordero"  
To: "User questions and discussions about OTRS."  
Sent: Thursday, January 14, 2016 12:25:29 PM 
Subject: Re: [otrs] Dynamic fields (or something like it) for agents? 

Hello, there are many options you can use to address what you are looking for. 

1. You can use a Dynamic Field the kind you want (Checkbox, Dropbox, etc) to 
flag the ticket you want and then make an stat to get the info you want. What 
you need to define is where you want that to be done (the flaggin) when 
creating the ticket, when adding a note, when answering an email, etc. 
2. You can use other OTRS fields to address that, for example priority, you can 
set the priority to the highest level on those tickets and then similarly make 
an stat for it. 

Regards 

2016-01-11 14:00 GMT-06:00 Alexandre Lima < alexandre.l...@pop-ce.rnp.br > : 


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 :) 
- 
OTRS mailing list: otrs - Webpage: http://otrs.org/ 
Archive: http://lists.otrs.org/pipermail/otrs 
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 






-- 
Alvaro Cordero Retana 
Consultor de Tecnologias 
Tel: 22585757 ext 123 
Email: alv...@gridshield.net 


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Re: [otrs] Widget filters after OTRS 5 upgrade

[Kristofer Pettijohn]

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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Re: [otrs] Phone call - article visbility?

[Gerald Young]

Kindly modify the value in the field and provide feedback if it provides
the result you seek.

On Thu, Jan 14, 2016 at 1:32 PM, Nick Bright  wrote:

> On 1/7/2016 4:11 PM, Gerald Young wrote:
>
> SysConfig   Ticket::Frontend::AgentTicketPhoneInbound###ArticleType in
>
>  Ticket::Frontend::AgentTicketPhoneOutbound###ArticleType
>
> Might be phone-internal. I haven't tried it but it's a possible option.
>
> Maybe the question should be why don't I have a "phone-internal" type,
> then.
>
> --
> ---
> -  Nick Bright-
> -  Vice President of Technology   -
> -  Valnet -=- We Connect You -=-  -
> -  Tel 888-332-1616 x 315 / Fax 620-331-0789  -
> -  Web http://www.valnet.net/ -
> ---
> - Are your files safe?-
> - Valnet Vault - Secure Cloud Backup  -
> - More information & 30 day free trial at -
> - http://www.valnet.net/services/valnet-vault -
> ---
>
>
> -
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Re: [otrs] Dynamic fields (or something like it) for agents?

[DHilsbos]

Alexandre;

I am new to OTRS also, and have been struggling with similar issues.

Hopefully some insights from another neophyte will help you (and hopefully the 
more experienced will correct any mistakes).

>From what I understand of OTRS' operational philosophy, queues are intended to 
>address challenges like the one you presented.  So, based on the information 
>provided, you might create an "Important" queue, and have your staff (or 
>yourself) put all tickets that need to be tracked separately into that queue.  
>You would then run your statistics against just that one queue.

I suppose, depending on your situation, that Services (as part of OTRS::ITSM) 
and the Service Level Management Module (available as an add on to OTRS::ITSM) 
could also help you solve your problem, though I have no experience with the 
SLM Module.

I hope that helps.

Thank you,

Dominic L. Hilsbos, MBA, CSDA 
Director - Information Technology 
Perform Air International Inc.
 www.PerformAir.com


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Alexandre Lima
Sent: Monday, January 11, 2016 1:01 PM
To: User questions and discussions about OTRS.
Subject: [otrs] Dynamic fields (or something like it) for agents?

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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