Все просто - регистрируя новый модуль ( DynamicFieldTypeahead ) в Config XML модуля добавьте необходимый Javasript Dependency ( см. здесь )
OTRS Javascript Loader сам подгрузит нужные модули при отображении поля
Search found 121 matches
- 07 Mar 2017, 13:20
- Forum: Общие вопросы
- Topic: Динамические Поля. Java Script.
- Replies: 2
- Views: 42209
- 28 Feb 2017, 14:19
- Forum: General
- Topic: Possible to add attributes to links (ITSM CMDB items)?
- Replies: 3
- Views: 2203
Re: Possible to add attributes to links (ITSM CMDB items)?
The closest thing you can get Out-of-the-box is CI Link Types.
As stated in official documentation OTRS::ITSM offers 7 default Link Types. The simplest solution would be to give meaningful names/translations to those types, or you could extend them with your own link types
As stated in official documentation OTRS::ITSM offers 7 default Link Types. The simplest solution would be to give meaningful names/translations to those types, or you could extend them with your own link types
- 31 Aug 2015, 15:05
- Forum: Help
- Topic: HTTP otrs helper+agents+AD group filtering
- Replies: 9
- Views: 4584
Re: HTTP otrs helper+agents+AD group filtering
I suppose there is no way to limit the customer to SSO in user interface. It won't have any rights to see anything by default ( default users group ) What you can do is to map Roles automatically according to the group the user resides: http://forums.otterhub.org/viewtopic.php?t=24979 Or you can use...
- 31 Aug 2015, 11:09
- Forum: Help
- Topic: HTTP otrs helper+agents+AD group filtering
- Replies: 9
- Views: 4584
Re: HTTP otrs helper+agents+AD group filtering
I believe this is the full config. You should set up the Auth module to LDAp as well: #Enable LDAP authentication for Customers / Users $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'otrs.xxx.lv'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=xxxOU,dc=xxx,dc=l...
- 31 Aug 2015, 09:49
- Forum: Help
- Topic: HTTP otrs helper+agents+AD group filtering
- Replies: 9
- Views: 4584
Re: HTTP otrs helper+agents+AD group filtering
Hello, Maxim! Take a look at AD Groups setting: $Self->{'AuthModule::LDAP::GroupDN'} =''CN=otrs_ldap_allow_A,OU=Groups,OU=BaseOU,DC=example,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; These lines will limit the users to be members of gro...
- 29 Jul 2015, 20:50
- Forum: General
- Topic: No tickets showed in 'My tickets' view (customer interface - customer.pl)
- Replies: 9
- Views: 21635
Re: No tickets showed in 'My tickets' view (customer interface - customer.pl)
Well, you should check that customer groups functionality is enabled in SysConfig and assign at least one group to every customer ( default groups )
I believe it might help with your issue
I believe it might help with your issue
- 29 Jul 2015, 20:28
- Forum: General
- Topic: SOLVED - Using services as filter in Search form
- Replies: 5
- Views: 6635
Re: Using services as filter in Search form
I am glad I could help
- 29 Jul 2015, 09:39
- Forum: General
- Topic: No tickets showed in 'My tickets' view (customer interface - customer.pl)
- Replies: 9
- Views: 21635
Re: No tickets showed in 'My tickets' view (customer interface - customer.pl)
OTRS uses prepared statements throughout the system, so backshlashes should not be a problem this time.
Please check your mapping in Config.pm, whether CustomerID and CustomerUserID fields are filling up with according values from LDAP.
Please check your mapping in Config.pm, whether CustomerID and CustomerUserID fields are filling up with according values from LDAP.
- 29 Jul 2015, 09:33
- Forum: General
- Topic: SOLVED - Using services as filter in Search form
- Replies: 5
- Views: 6635
Re: Using services as filter in Search form
Hello! First of all - are you talking about Agent or Customer interface? If it is customer interface, then you have to assign services to according customer or to set up default services In case if you are talking about Agent interface, there are 2 possibilities: 1) There is an ACL rule enabled on t...
- 24 Jul 2015, 11:45
- Forum: Help
- Topic: REST Web service Authfail
- Replies: 5
- Views: 4916
Re: REST Web service Authfail
With another ssh session take a look with tcpdump -A port 80 if the request sent is well formed. For me it seems, that you should escape ampersand symbol, when using curl curl http://helpdesk.company.com/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnectorREST/Ticket/8?UserLogin=User\&...
- 21 Jul 2015, 09:52
- Forum: Help
- Topic: Adding SessionID to url in a dynamic field
- Replies: 3
- Views: 1992
Re: Adding SessionID to url in a dynamic field
Hey, Elrengil! This one is really easy. Just edit the according .dtl you want this dynamic field to appear and add the following lines of JavaScript at the end of the .dtl file <!--dtl:js_on_document_complete--> <script type="text/javascript">//<![CDATA[ document.getElementById('DynamicFie...
- 16 Jul 2015, 16:49
- Forum: General
- Topic: Inconsistency in customer authentication?
- Replies: 5
- Views: 2681
Re: Inconsistency in customer authentication?
providing a new table that maps customer email addresses (= login name) to CustomerKey values and stores the passwords If you made a new table where customer data is imported, or a materialized view that contains data from your ERP ( Exported data ), then where is the problem to use default Custome...
- 15 Jul 2015, 12:23
- Forum: Помощь
- Topic: Создание изменения
- Replies: 3
- Views: 51301
Re: Создание изменения
Нет, тут проблема в другом - не загружены необходимые Объекты, которые обычно автоматически подгружаются, если модуль вызван из веб-интерфейса. Вижу 2 решения - в обоих надо править код: 1) Надо скопировать модуль AgentITSMChangeAddFromTemplate.pm, зарегистрировать в системе, добавить в него создани...
- 14 Jul 2015, 12:35
- Forum: Помощь
- Topic: Создание изменения
- Replies: 3
- Views: 51301
Re: Создание изменения
День добрый! Не уверен, что Postmaster находит необходимые header'ы во входящем письме, и не уверен, что срабатывает задание GenericAgent'a для тикета (Надо видеть фильтры ). Я пройду по всем состояниям процесса (Допустим, что изменение запустится через GenericAgent) и укажу, на что следует обратить...
- 14 Jul 2015, 11:34
- Forum: General
- Topic: Survey notification
- Replies: 4
- Views: 2616
Re: Survey notification
Hello, msrajampl! I will quote what Crythias has said a long time ago - for custom Surveying - you should use third party tools or develop the tool yourself! I would reccomend you to use LimeSurvey, as it can be easily configured and it keeps up the spirit of Open Source, like OTRS! You can get hint...
- 13 Jul 2015, 19:16
- Forum: Help
- Topic: Dashboard backend WorkingTime
- Replies: 3
- Views: 2833
Re: Dashboard backend WorkingTime
Uhmm, With current codebase it is IMPOSSIBLE to make a direct request to TicketSearch method. And based on my experience it is an ungrateful job to edit TicketSearch functionality to add another parameter. BTW, what do you mean with WorkingTime - in OTRS there are 3 predefined workingTime fields: Es...
- 13 Jul 2015, 16:53
- Forum: Help
- Topic: Create a workflow based on an incoming ticket
- Replies: 1
- Views: 1714
Re: Create a workflow based on an incoming ticket
Hello, Myriade! 1) if a mail from monitoring comes in more than 3 times, please set priority to high - A custom module ( development needed ) for Generic Agent is needed, which will work with aggregated follow-ups ( triggered by follow-up event ) 2) present the operator with the steps he need to do ...
- 13 Jul 2015, 16:26
- Forum: Help
- Topic: Dashboard backend WorkingTime
- Replies: 3
- Views: 2833
Re: Dashboard backend WorkingTime
You can use all the values that can be passed to TicketSearch module. https://otrs.github.io/doc/api/otrs/sta ... ch.pm.html
As you can see, WorkingHours is not supported, so you should add this filter manually ( Custom Dashboard .PM module )
A.
As you can see, WorkingHours is not supported, so you should add this filter manually ( Custom Dashboard .PM module )
A.
- 13 Jul 2015, 16:15
- Forum: Help
- Topic: upgrade error from 3.3.4 to 4.0.9
- Replies: 1
- Views: 3027
Re: upgrade error from 3.3.4 to 4.0.9
I can suggest a few things that might cause errors during update: 1) Some code in Custom Directory causes the installation process to fail 2) Database Schema was not updated after code update of OTRS ( Step 6.1 of update manual ) 3) Problems with max_allowed_package_size. It should be > 20 MB, to al...
- 21 Oct 2012, 14:09
- Forum: Developers
- Topic: OTRS SOAP responses in PHP SoapClient
- Replies: 32
- Views: 46078
Re: OTRS SOAP responses in PHP SoapClient
Thanks. Will try to dig into this!
- 20 Oct 2012, 19:50
- Forum: Developers
- Topic: OTRS SOAP responses in PHP SoapClient
- Replies: 32
- Views: 46078
Re: OTRS SOAP responses in PHP SoapClient
Is it possible to create articles with attachments via new Generic Interface? Haven't seen any examples or realizations of this. Can anyone guide me the right direction - if there is any kind of API to do so, or should it be done in separate steps, like step1: upload attachment to server step2: Crea...
- 17 Oct 2012, 16:08
- Forum: Marketplace
- Topic: multi level services
- Replies: 1
- Views: 55032
Re: multi level services
well, you can read this post and see if it suits you viewtopic.php?f=62&t=12728
Here are some guidelines how to build the dependent autocomplete by yourself
Here are some guidelines how to build the dependent autocomplete by yourself
- 17 Oct 2012, 15:44
- Forum: Help
- Topic: Columns in CMBD overview
- Replies: 18
- Views: 10969
Re: Columns in CMBD overview
Btw, you can set Class in overview, without any customization, just set it into the SysConfig as 1 (shown columns)
- 17 Oct 2012, 15:42
- Forum: Help
- Topic: Columns in CMBD overview
- Replies: 18
- Views: 10969
Re: Columns in CMBD overview
Well, it is possible, but it requires a heavy customization in OTRS environment. As well, you should be aware, that it includes XML data parsing for EVERY ticket shown in overview, so be ready for additional slowness (on productional environment load of the page took up to 2-3 seconds) So steps to p...
- 29 Aug 2012, 13:51
- Forum: Help
- Topic: Add Next State field to AgentTicketResponsible
- Replies: 5
- Views: 2986
Re: Add Next State field to AgentTicketResponsible
Or you can use statistics module and get ticket count for each Agent in the system
- 27 Aug 2012, 15:38
- Forum: Developers
- Topic: cloning a dashlet, what am I missing?
- Replies: 1
- Views: 1441
Re: cloning a dashlet, what am I missing?
You should change the name of the data block as well (Line 169 and maybe Line 177)
to some other name. Do not forget to change it in according DTL file as well.
Code: Select all
Name => 'ContentSmallCalendarOverviewRow',
- 22 Aug 2012, 12:46
- Forum: Help
- Topic: Add search field and ticket button to dashboard
- Replies: 3
- Views: 1556
Re: Add search field and ticket button to dashboard
Maybe you mean the options like in demo site.
Then you should enable this options:
Frontend::ToolBarModule###10-Ticket::TicketSearchFulltext
Frontend::ToolBarModule###4-Ticket::AgentTicketPhone
Then you should enable this options:
Frontend::ToolBarModule###10-Ticket::TicketSearchFulltext
Frontend::ToolBarModule###4-Ticket::AgentTicketPhone
- 17 Aug 2012, 15:40
- Forum: Help
- Topic: graphics in real time
- Replies: 5
- Views: 2410
Re: graphics in real time
Hmmm, it is possible to generate a real-time graph in Zabbix System monitoring tool, by executing SQL statements for data input on time period basis (Graph refreshes every x seconds). But I haven' t tried implementing those reports inside OTRS dashboard. The SQL for opened tickets might be really tr...
- 17 Aug 2012, 13:56
- Forum: General
- Topic: How to disable the agents to view others'tickets
- Replies: 3
- Views: 1622
Re: How to disable the agents to view others'tickets
A small hint - use Ticket object Plus methods TicketOwnerGet() and TicketLockGet() to get required info
- 17 Aug 2012, 10:27
- Forum: Help
- Topic: Default services taking too long to load in ticket form
- Replies: 6
- Views: 2972
Re: Default services taking too long to load in ticket form
It seems so! Try to update to the newest version (3.1.8 at the moment) and see if it helps At least the system with ~ 150 Services/Subservices is working pretty swiftly, although we are using dependant dropdowns tweak to get rid of one enormous dropdown list P.S. How does the customer sees this list...
- 17 Aug 2012, 10:19
- Forum: General
- Topic: How to disable the agents to view others'tickets
- Replies: 3
- Views: 1622
Re: How to disable the agents to view others'tickets
Have been stumbling upon this and here is the idea - it is impossible with a default setting of OTRS. TicketSearch() function will allow to find the needed ticket no matter what permissions to what queues you have :( What I suggest is to tweak Ticket.pm module, which is used to grant permissions to ...
- 16 Aug 2012, 11:14
- Forum: Help
- Topic: Default services taking too long to load in ticket form
- Replies: 6
- Views: 2972
Re: Default services taking too long to load in ticket form
- What OTRS version do you have - What add-ons have you installed - have you been tweaking any .dtl files (e.g. added jquery autocomplete ) - is there any issues in support assesment module and support assesment->sql benchmark? You should check the performance of your server. - Maybe it is the fault...
- 10 Aug 2012, 14:03
- Forum: General
- Topic: Validate FreeTextField
- Replies: 2
- Views: 1661
Re: Validate FreeTextField
Excuse me, but why don't you use a dropdown list then? If you have to validate it against the list. It would be the best option One more way is to use JQUERY autocomplete, which goes over the dropdown and allows to enter some text. Well, what I want to say - use a dropdown, to keep the list values a...
- 09 Aug 2012, 16:45
- Forum: Help
- Topic: Maximum Closed Tickets
- Replies: 7
- Views: 5360
Re: Maximum Closed Tickets
If we want to implement best practices, then it would even be advisable to use ticket archiving after each 5k tickets and keep the search limit low, but it is OP' s decision anyway!
- 09 Aug 2012, 16:12
- Forum: Help
- Topic: Maximum Closed Tickets
- Replies: 7
- Views: 5360
Re: Maximum Closed Tickets
It is the ticket search limitation. Not so difficult to implement: File Kernel/System/Ticket.pm approx line 3817: sub TicketSearch() ... my $OrderBy = $Param{OrderBy} || 'Down'; my $SortBy = $Param{SortBy} || 'Age'; my $Limit = $Param{Limit} || 10000; ... Please looka at that 10000 and make a conclu...
- 08 Aug 2012, 13:58
- Forum: Help
- Topic: genericInterface:TicketSearch ignores parameter
- Replies: 4
- Views: 2817
Re: genericInterface:TicketSearch ignores parameter
Well, don't know then, what is your problem. If I may point you then look at TicketSearch.pm at approx line: # get tickets created/escalated newer than xxxx-xx-xx xx:xx date if ( $Param{ $Key . 'NewerDate' } ) { if ( $Param{ $Key . 'NewerDate' } !~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(...
- 07 Aug 2012, 16:08
- Forum: Help
- Topic: genericInterface:TicketSearch ignores parameter
- Replies: 4
- Views: 2817
Re: genericInterface:TicketSearch ignores parameter
Hello. I already posted on the forums once and posted in bugtracker a ready solution, but ohh well. Will do it one more time: OTRS 3.1.x TicketSearch.pm approx. line 1290 ); return; } $SQLExt .= " AND th.create_time <= '" . $Self->{DBObject}->Quote( $Param{TicketChangeTimeOlderDate} ) . &q...
- 06 Aug 2012, 12:39
- Forum: Developers
- Topic: DBObject Issue!
- Replies: 1
- Views: 1152
Re: DBObject Issue!
Hmm, I' ve found a workaround, but a nasty one! It is possible to create an array, that holds all the query results, and after that t is possible to parse the values of an array. (Possible problems: Out of memory issue with large datasets) while ( my @Row = $Self->{DBObject}->FetchrowArray() ) { $Co...
- 06 Aug 2012, 11:17
- Forum: Developers
- Topic: DBObject Issue!
- Replies: 1
- Views: 1152
DBObject Issue!
Hello OTRS Developers. I found one issue, while playing with DBObject. It seems, that it is impossible to run another SQL statement or run any function, which operates with DBObject while fetching rows from a result, cause it causes the loop to break. Don' t know, maybe someone has solved this issue...
- 06 Aug 2012, 10:42
- Forum: Help
- Topic: Fine tuning agent notification - problem with own emails
- Replies: 8
- Views: 3300
Re: Fine tuning agent notification - problem with own emails
Just turn this setting off
Ticket -> Core::Ticket- > AgentSelfNotifyOnAction
It should resolve your problem
Ticket -> Core::Ticket- > AgentSelfNotifyOnAction
It should resolve your problem
- 03 Aug 2012, 16:17
- Forum: Help
- Topic: Linking Company to Customer to ConfigItem
- Replies: 2
- Views: 1505
Re: Linking Company to Customer to ConfigItem
Hmmm What I can suggest... Easy way - OTRS add ins -> Customer-ConfigItem link (Really awesome plugin, but yeah, a subscription is needed ;) ) Will allow to make direct links from a customer to a Config Item, without the need to add Company layer. Hard way: - Add hyperlinks in according .pm module, ...
- 03 Aug 2012, 14:57
- Forum: General
- Topic: Can't turn off Agent Notification
- Replies: 1
- Views: 1186
Re: Can't turn off Agent Notification
It can be turned off in each Agent's personal notifications, so it is their choice to receive or not the notifications
- 02 Aug 2012, 15:07
- Forum: Help
- Topic: Get Ticket Details for a users
- Replies: 6
- Views: 2060
Re: Get Ticket Details for a users
Maybe you could use the static Stats module? (Yeah, again static stats :D) It is like you can get a non-changeable report and include inside everything you need, as it is just a PERL module called under the OTRS framework. If you need just the Total number of tickets and the states of those, then a)...
- 01 Aug 2012, 14:26
- Forum: Developers
- Topic: Create a General Catalog Entry in .sopm/.opm package
- Replies: 0
- Views: 1072
Create a General Catalog Entry in .sopm/.opm package
Hello. Can anyone give an example how a General Catalog items can be created via .sopm templates. I want to make something similar like Change Management installation Package where dynamic fields, general catalog fields and entries and links are being created. I thought, that it should b created by ...
- 30 Jul 2012, 09:44
- Forum: General
- Topic: First Response of each ticket.
- Replies: 8
- Views: 4905
Re: First Response of each ticket.
Of course if the first response changes the state of the ticket from NEW to something else, then you can try to parse ticket_history table to get the first article which has state different from the state NEW, like: SELECT ticket.tn, queue.name, CONCAT(users.first_name,' ',users.last_name), a.respon...
- 12 Jul 2012, 13:30
- Forum: General
- Topic: User Rights Management Module
- Replies: 0
- Views: 728
User Rights Management Module
Hello. Can anyone share their expirience with User Rights Management. For example if you have to keep track of all available Access Rights to multiple systems and get an overview from one place (And it would be preferable not to be an excel file). There is a slight idea to build a module, to keep al...
- 06 Jul 2012, 12:29
- Forum: Help
- Topic: statistical data
- Replies: 1
- Views: 852
Re: statistical data
You mean, that you want to group tickets on some parameter, like the common problem cause??? Firstly, I am not sure if this can be achieved with standart reporting functionality, therefore it wouild be extremely simple to do with SQL statements (which can be used in Static Statistics module) Secondl...
- 05 Jul 2012, 14:33
- Forum: Developers
- Topic: Add customer through sql
- Replies: 5
- Views: 2233
Re: Add customer through sql
Check what customer backend you are using. If you use LDAP, then consider of adding one more customer backend source in Config.pm file. Else if you already use database source then check if the CustomerID and CustomerUserID are filled in (Obligatory) in the database. These are the fields which links...
- 05 Jul 2012, 14:27
- Forum: Help
- Topic: Different Dynamic Fields per Type
- Replies: 4
- Views: 2504
Re: Different Dynamic Fields per Type
If I may add my word, I would implement it with 2 different Dynamic Fields. Let, s say one dynamic field contains a type of Incident (e.g. Printer issues) Then a dynamic field automagically appears with ACL filtered values (JavaScript +ACL) ACL can be set like in this post http://forums.otterhub.org...
- 05 Jul 2012, 14:17
- Forum: Marketplace
- Topic: Inventory/Shipping Module
- Replies: 1
- Views: 54335
Re: Inventory/Shipping Module
Is it obligatory to complete this functionality with OTRS? At least I would achieve such functionality with e-commerce software (which also can be open-source or free e.g. webasyst). Of course it is possible to do so in OTRS (would even simpler with kix4OTRS package). But!!! Why?