Awesome! It worked brilliantly!
2016-05-30 16:25 GMT+02:00 Renee B <otrs.l...@perl-services.de>:
> See SysConfig option DynamicFieldFromCustomerUser::Mapping
>
> - Renée
>
> Am 30.05.2016 um 16:17 schrieb Lars Jørgensen:
>
> Hi,
>
> Is it at all possible to copy
Hi,
Is it at all possible to copy an LDAP field to a dynamic field? It's
important to us that the users' departments are registered on the tickets
for statistical purposes.
We're doing it manually, but it seems absurd when you can see the field in
the Customer Information Sidebar box.
--
Lars
Hi,
We are two people coordinating the work of 14 first and second line support
employees. We would like to be able to dive into a specific queue like
Printers and see what is going on in there.
If we use the AgentTicketQueue view we get all the open tickets, but we
need to see the locked
Hi Leah,
If you don't have too many clients and they don't change account managers
too often, you could easily achieve this with postmaster filters. You can
filter on From address and assign queues accordingly.
Lars
2014-12-11 19:20 GMT+01:00 Leah Kelly lke...@tenstreet.com:
Hello,
We are
Hi,
We would like to be able to give customers a status message if some major
downtime is ocurring. When they login to OTRS it would be nice to let them
know that file server 1 is down, you don't need to create tickets to that
effect. Also it would be nice is this message is displayed to users
Great! That would do the trick!
2015-01-08 0:09 GMT+01:00 Gerald Young cryth...@gmail.com:
if you change the accept *code* it *activates* again.
On Wed, Jan 7, 2015 at 3:02 PM, Lars Jørgensen ljo...@gmail.com wrote:
Thank you for your quick reply. I tried to fiddle with the
CustomerAccept
- Frontend::Agent
LoginURL
On Wed, Jan 7, 2015 at 9:23 AM, Lars Jørgensen ljo...@gmail.com wrote:
Hi,
We would like to be able to give customers a status message if some
major downtime is ocurring. When they login to OTRS it would be nice to let
them know that file server 1 is down, you don't
Yeah. Just select the relevant queues in My Queues in the agent
preferences. Then click on Tickets - Queues.
2014-12-04 16:17 GMT+01:00 John Koch jk4059...@gmail.com:
Hello,
Is it possible to have a queue which is a combined list, in chronological
order, of all tickets in all queues. The
.
--Mathias
17/10/2014 20:20 - Lars Jørgensen wrote:
To do what you need use Notification event and chose Customer as
destination for your especific event.
That’s exactly what I did:
1. I have created a new event in Admin - Notifications (Event).
2. In Events I have selected
I don't think it's possible from within OTRS. But you can always access the
database (use a read-only connection) and pull the relevant data yourself.
2014-10-22 16:04 GMT+02:00 Michal Vavak mva...@gmail.com:
Hi,
I need to create a stats report that would tell me the number of replies
in
To do what you need use Notification event and chose Customer as destination
for your especific event.
That’s exactly what I did:
1. I have created a new event in Admin - Notifications (Event).
2. In Events I have selected TicketQueueUpdate.
3. In Ticket Filter I have selected the queue,
2014-10-06 15:18 GMT+02:00 Gerald Young cryth...@gmail.com:
I guess. But is the mere act of assigning the queue sufficiently
repeatable that you don't want to explain this concept in a reply and just
change queues separately?
Yes, it happens a bit. We're not a high volume site, but gets
2014-10-06 19:56 GMT+02:00 Scott R. Morgan smor...@mamafus.com:
I am on my second different aws OTRS appliance (previously JumpBox now
TurnkeyHub OTRS) and am still having a heck of a time getting a functional
system setup.
Are you choosing the appliance for at specific reason? OTRS is not
2014-09-29 18:21 GMT+02:00 Gerald Young cryth...@gmail.com:
Why? If you did this by way of paper, would you send a snail mail envelope
to the customer telling her you changed folders?
No. But that's beside the point.
We have some queues where tickets can end up taking a lot of time. These
Hi,
This should be really simple, but I can't figure out what I'm doing wrong.
I want to send a notification to the customer when her ticket is moved to a
specific queue.
1. I have created a new event in Admin - Notifications (Event).
2. In Events I have selected TicketQueueUpdate.
3. In
Hi,
Is it possible to show accounted time in the ticket overview lists?
--
Lars
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe:
at 4:56 AM, Lars Jørgensen ljo...@gmail.com wrote:
2014-08-13 16:06 GMT+02:00 Gerald Young cryth...@gmail.com:
For performance reasons, live data is cached.
That doesn't really answer my question (or I don't understand the
answer). Why can't the last xx include the current xx in statistics
2014-08-13 16:06 GMT+02:00 Gerald Young cryth...@gmail.com:
For performance reasons, live data is cached.
That doesn't really answer my question (or I don't understand the answer).
Why can't the last xx include the current xx in statistics? The
dashboard stats are generated once an hour - I
Hi,
When I select Last 30 days, for instance, in a statistic to appear on the
dashboard, it doesn't include today. It really is Previous 30 days. Is
this intentional, or am I missing something? It's not great for a live show
of closed ticket, when you can't see today's action.
--
Lars
Hi,
Recently upgraded our test system because we want to use the template
feature. While the current implementation is a good idea, we would like the
following things to be added to make it truly useful as a quick ticket
feature (we get a lot of I forgot my password! phonecalls. Most of them
Okay, I found this:
http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/
This is way more powerful than the template feature but a bit hard to
configure.
Lars
2014/1/7 Lars Jørgensen ljo...@gmail.com
Hi,
Recently upgraded our test system because we want to use the template
feature
Den 04/01/2014 kl. 16.41 skrev Ralf Mueller proli...@consultant.com:
If for example the data field in OTRS is named email, but the corresponding
value is stored in a field called emailaddress in our customer database, how
can I map the two fields?
Have a look at Kernel/Config.pm. You will
Hi,
A ticket is created in queue A. That queue has ticket locked after
follow-up set to no. The ticket is moved into queue B. That queue has
ticket locked after follow-up set to yes.
The ticket is closed while in queue B. The customer follows up. The
ticket is not locked to the last owner,
Den 22-01-2013 08:18, Lars Jørgensen skrev:
The ticket is closed while in queue B. The customer follows up. The
ticket is not locked to the last owner, but re-opened as unlocked.
Actually, just forget about me. The ticket was never moved to queue B, I
just thought that it was. Just checked
/OTRS_CUSTOMER_DATA_UserLogin.jpg might
work. Also, check out one of my older posts about overloading the http-link
in CustomerUser Map: http://forums.otterhub.org/viewtopic.php?f=60t=7787
On Mon, Nov 26, 2012 at 9:44 AM, Lars Jørgensen ljo...@gmail.com wrote:
Hi.
I have this url-thingy: http://images.company.com
the http-link
in CustomerUser Map: http://forums.otterhub.org/viewtopic.php?f=60t=7787
On Mon, Nov 26, 2012 at 9:44 AM, Lars Jørgensen ljo...@gmail.com wrote:
Hi.
I have this url-thingy: http://images.company.com/login.jpg
The login part actually corresponds to what OTRS calls Login
Hi.
I have this url-thingy: http://images.company.com/login.jpg
The login part actually corresponds to what OTRS calls Login in the
customer information box. It's a repository of pictures of all our
customers. Well, most of them. In my case, my login is lajo so that url
would be
Hi,
Normally when I edit a customer, I get this:
normal customer
But with some customers, I get this:
problem customer
What's the difference between these customers?
--
Lars
-
OTRS mailing list: otrs - Webpage:
On 28-09-2011 06:34, Henry Devito wrote:
Easiest thing to do is put an index.php file in the web root redirecting.
?php header('location: /otrs/customer.pl http://customer.pl'); ?
If you don't have or don't want PHP on your OTRS server, you can achieve
the same thing in plain html in an
On 03-09-2011 18:28, Raul Orav wrote:
My vision is that e-shops
order confirmation e-mail is sent to OTRS with correct x-otrs header
information(client contacts, etc). But same email is sent to client
without ticket hook or x-OTRS headers. Now If client answers to his
e-Mail then OTRS doesnt
Hi,
Our standard salutation header is Dear OTRS_CUSTOMER_REALNAME, but
in some cases when you reply to an article in the ticket, that reply is
not intended for the ticket customer.
Maybe I need an example, because reading what I wrote above I'm not even
sure I get it..
1. Bob opens a
On 30-08-2011 16:59, Gerald Young wrote:
http://www.petri.co.il/ldap_search_samples_for_windows_2003_and_exchange.htm
(|(ou=1*)(ou=3*))
Great link, thanks for that. I'll commence testing!
--
Lars
-
OTRS mailing list: otrs -
On 29-08-2011 19:59, Wagner wrote:
I needing a table, with a number of users or tickets (don't know which
is better to estimate) and the hardware needed to the server, something
like this:
50 agents - ~1 GB RAM, processor Y and X GB HD
100 agens - ~ 2 GB RAM, processor Z and Y GB HD
Windows
On 30-08-2011 10:29, Neil Simpson wrote:
When we send an email ticket out with an attachment, it goes out with
the attachment. If we try to forward that ticket then the attachment
shows as attached (you have option only to delete attachment) but when
sent it does not attach the mentioned
On 30-08-2011 16:06, Michiel Beijen wrote:
With the number of agents and tickets you're talking about: 1900 or
5000 tickets or the like on the complete system, you really don't have
anything to worry about; then you can also use a virtual machine ,
assign 4 GB to it and one or maybe two cores,
the templates in otrs admin, where is that an option, i
don't know of anywhere i can do that.
thanks in advance
Neil
On Tue, Aug 23, 2011 at 3:38 PM, Lars Jørgensen l...@kb.dkmailto:l...@kb.dk
wrote:
Hi Neil,
The templates are stored in the database - is the db charset also utf-8? MySQL
can
Hi Steve,
Don't know if there is a way to fix that table, but you might not be too
concerned. This table holds attachments that customers and agents attach to
ticket articles. You might consider storing that in the filesystem instead of
the database (there's a sysconf setting for that should
Hi Neil,
The templates are stored in the database - is the db charset also utf-8? MySQL
can be a bitch when you want to convert charsets in the tables. Last time I did
it, I had to create a dump with one charset, drop the database, recreate it in
utf-8 and restore the dump. Also, I had to
, 2011 2:14 PM
To: otrs@otrs.org
Subject: Re: [otrs] Duplicates... link or merge?
Le 2011-08-11 04:11, Lars Jørgensen a écrit :
In 2.3, we used to use merge, but when closing one ticket, the other
would need to be closed manually.
As far as I know, you don't need to close a merged ticket
In 2.3, we used to use merge, but when closing one ticket, the other
would need to be closed manually.
As far as I know, you don't need to close a merged ticket. The status merged
can be considered as this ticket is merged into another ticket, and is now
closed. Merged tickets don't
up on the ticket, he should assign the ticket to root@localhost,
and the ticket won't necessarily be locked to root.
On Tue, Aug 9, 2011 at 4:59 AM, Lars Jørgensen l...@kb.dkmailto:l...@kb.dk
wrote:
Hi Michiel,
Problem is, we do need locks and we do need owners. But sometime an owner says
Okay
: [otrs] owner of unlocked tickets
Hi Lars,
maybe you should write a module that handles the TicketOwnerUpdate event...
That module can unlock the ticket whenever it is assigned to User 1
(root@localhost)
- Renée
On 10.08.2011 10:26, Lars Jørgensen wrote:
Hi Gerald,
Just tried, and the ticket
is that there is no 'easy' way to see the
previous owner. But I'd say the benefit of having no more confusion
about unlocked tickets with an owner outweighs this drawback.
Any thoughts?
--
Mike
On Mon, Aug 8, 2011 at 15:21, Lars Jørgensen l...@kb.dk wrote:
Hi,
One aspect of OTRS that I have to explain again
Hi,
One aspect of OTRS that I have to explain again and again is that an unlocked
ticket is in fact unlocked. But I can see the owner right there! On the
screen! Look!, complains the Agent, and doesn't do anything about the ticket.
Because it is owned by somebody else, right?
Is it possible
]
Sendt: 27. juli 2011 13:22
Til: otrs@otrs.org
Emne: Re: [otrs] MediaWiki access to user database
Hi Lars,
On 27.07.2011 12:30, Lars Jørgensen wrote:
Hi,
We would like to set up a MediaWiki portal for external customers. They are
already registered in OTRS. Would it be possible for MediaWiki
Hi,
We would like to set up a MediaWiki portal for external customers. They are
already registered in OTRS. Would it be possible for MediaWiki to authenticate
against the OTRS customer database?
I realize this is not an OTRS question, but people here might have used/heard
of this kind of
Or use a browser that can convert pop-ups into tabs.
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel
Beijen
Sent: Tuesday, July 19, 2011 1:41 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Disable Popup Windows
Hi
Hi Frank,
How do I get there? I looked at SysConfig - Frontend::Agent::Ticket::ViewZoom,
but couldn't find anything useful.
Lars
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Frank
Thommen
Sent: Thursday, June 30, 2011 4:12 PM
To: User
a second notification
to send to external people saying hi, thanks for logging a ticket,
your reference number is A123 without the link to the customer
portal.
Regards,
Mike
On Tue, Jul 5, 2011 at 17:47, Lars Jørgensen l...@kb.dk wrote:
I can't do that, since this installation does not offer
Hi,
We have and internal OTRS site that most of our customers access. The links to
access their tickets only works on our corporate network.
A few customers are external to our network. The auto replies going to them
also says that they can click this link to see you ticket. Except, they
...@gmail.com:
What I did was tell my lan DNS to point to the same domain name as external.
On Tue, Jul 5, 2011 at 6:38 AM, Lars Jørgensen
mailto:l...@kb.dkl...@kb.dkmailto:l...@kb.dk wrote:
Hi,
We have and internal OTRS site that most of our customers access. The links to
access their tickets only
Hi,
When a customer sends an email to another person and Cc's OTRS to also create a
ticket, attachments to that email does not appear in OTRS.
Before I file a bug on this, I would like to know if this is intended behaviour?
--
Lars
Hi Carlos,
A great tool for finding out how to optimize your mysql is mysqltuner.pl. It's
a perl script that checks your setup and makes recommandations for tuning it.
Read more about it at mysqltuner.com.
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Carlos
Hi Muhammad,
SysConfig - Framework - Core::Sendmail - SendmailBcc
That's a blind carbon copy, so the To-recipient won't know you did it. Please
use with care.
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Muhammad El-Sergani
Sent: Wednesday, May 25, 2011 9:55
appear in the small view rather than the
subject of the last article; which makes much more sense in my
opinion.
--
Mike
On Thu, May 26, 2011 at 14:06, Lars Jørgensen l...@kb.dk wrote:
Hi Michiel,
Could you please elaborate on the entable title field in the overviews
part? Where does one enable
Bump.
No thoughts on this? Should I open a bug?
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lars
Jørgensen
Sent: Friday, May 13, 2011 10:26 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Setting pending states via generic agent does not set
, 2011 at 09:52, Lars Jørgensen l...@kb.dk wrote:
Hi Michiel,
Got that, tanks. How about letting the agents change the title field, that
you also mentioned? Is that possible?
Lars
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Michiel
Hi Michiel,
Could you please elaborate on the entable title field in the overviews part?
Where does one enable that?
Lars
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel
Beijen
Sent: Wednesday, May 25, 2011 8:08 PM
To: User questions
Hi Roy
Changes made in SysConfig (or just about any of the OTRS configuration files)
are reflected in OTRS immediately without the need to restart the webserver.
Lars
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Roy
Kaldung
Sent: Tuesday,
Hi Charles,
Somebody already pointed you to a patched SOAP module, you can install in OTRS.
Another solution is to install an older SOAP-module via CPAN. When the fixed
version is released sometime, the upgrade is very painless.
perl -MCPAN -e shell
install MKUTTER/SOAP-Lite-0.710.10.tar.gz
This seems to be a bug with 3.0.7. All configuration of the AgentToolBar will
be ignored until you go into SysConfig and switch it back on.
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Ralf
Hildebrandt
Sent: Monday, May 09, 2011 4:13 PM
To:
Hi Muhammad,
That really depends on your hardware. OTRS scales pretty well and a system with
80.000+ tickets is no problem. P
There are a few tweaks available to gain performance on installations with a
lot of tickets. New to version 3 is archiving that can move old tickets out of
the main
Hi Hugh,
9,000 tickets is nothing. There is a bottleneck somewhere in your setup. Take a
look at load, swap and cpu usage on your server (assuming you're on Linux), and
take a long, hard look at your database. If you're runnning MySQL, I can
recommend mysqltuner.pl (just wget mysqltuner.pl and
on name tags and
such).
* Per-user setting, with system wide defaults?
Please provide your thoughts.
--
Mike
On Thu, May 12, 2011 at 3:29 PM, Lars Jørgensen l...@kb.dk wrote:
Hi,
Can't remember if this has been answered before, so I'm going to try again:
When creating a new ticket
Hi,
Can't remember if this has been answered before, so I'm going to try again:
When creating a new ticket and selecting the owner's (agent's) name from the
drop down list, the names are ordered Lastname Firstname. Is there any way to
change this to Firstname Lastname? I've searched through
agents mightily.
Hugh
On Tue, May 10, 2011 at 8:46 AM, Lars Jørgensen l...@kb.dkmailto:l...@kb.dk
wrote:
Hi,
We mainly use the fulltext search field
(Frontend::ToolBarModule###10-Ticket::TicketSearchFulltext) for searching for
tickets when a customer calls in with a ticket number.
If that ticket
Hi,
We mainly use the fulltext search field
(Frontend::ToolBarModule###10-Ticket::TicketSearchFulltext) for searching for
tickets when a customer calls in with a ticket number.
If that ticket number has not appeared in either subject or body of an article
in the ticket, it is not possible to
Hi Nils,
I'll bite. You make it impossible to select a workaround for priority 5
incidents in the servicedesk queue. I'm guessing you want them to be solved in
another way?
Lars
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils
Leideck
Hi, please read
http://distrowatch.com/dwres.php?resource=majorlanguage=EN
Looked at it for fun, and saw this regarding the Fedora distribution:
Cons: Fedora's priorities tend to lean towards enterprise features, rather
than desktop usability
How can that be a bad thing for a server
Hi Geoff,
If your DB is running MySQL, you can force it to terminate idle connections in
a more timely manner. This is done on the MySQL server.
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Allen,
Geoff
Sent: Wednesday, February 16, 2011 10:15 PM
To: User
you from this particular issue.
--
Mike
On Mon, Feb 14, 2011 at 3:37 PM, Lars Jørgensen
i...@gyldendal.dkmailto:i...@gyldendal.dk wrote:
Got it, it was a change in the theme. I'm running a customized theme, so I
didn't get those changes over.
From: otrs-boun...@otrs.orgmailto:otrs-boun
Hi,
I get this in Sysconfig after upgrading from 3.0.4 to 3.0.5 today:
[cid:image001.png@01CBCC57.4C63EFB0]
I have seen it before, but forgot how to fix it (it's the Group %s thing I'm
talking about).
Any ideas?
Lars
inline:
Hi,
I moved a queue under one queue to another queue (the queue DigiZuite was a
subqueue of Helpdesk and was moved to be a subqueue of Projects). In Admin
it looks fine:
[cid:image001.png@01CBCC5A.250998E0]
But in the Agent interface, the queue is still under Helpdesk:
in SysConfig after upgrade to 3.0.5
Language.pm?
On Mon, Feb 14, 2011 at 8:56 AM, Lars Jørgensen
i...@gyldendal.dkmailto:i...@gyldendal.dk wrote:
Hi,
I get this in Sysconfig after upgrading from 3.0.4 to 3.0.5 today:
[cid:image001.png@01CBCC5B.06DA6F60]
I have seen it before, but forgot how to fix
Got it, it was a change in the theme. I'm running a customized theme, so I
didn't get those changes over.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lars
Jørgensen
Sent: Monday, February 14, 2011 2:56 PM
To: User questions and discussions about OTRS.
Subject: [otrs
Hi Steve,
otrs.RebuildTicketIndex.pl fixed the problem, thanks. I don't know if I missed
that step in the UPGRADING file, or if it's not mentioned there.
Just checked - it's not mentioned. Someone should fix.
Lars
-Original Message-
From: otrs-boun...@otrs.org
Hi Jurjen,
You can't. The SysConfig option is global.
Or maybe (just thinking out loud now): you can remove QData{Body} from
SysConfig, and find some way to include it in the answer from AdminResponse.
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Just did a quick check, and yes I have the problem too. I can't freetext search
for tickets created before the upgrade.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Hugh
Kelley
Sent: Monday, January 24, 2011 10:51 PM
To: User questions and discussions about OTRS.
Hi Gazizov,
If you're using fulltext search, it sounds like you have switched from runtime
to static. Try running bin/otrs.RebuildFulltextIndex.pl
Lars
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gazizov
Andrey
Sent: Monday, January 24,
Hi Adina,
Your first question has been answered previously, search the list. Basically
it's a SysConf setting.
As for your second, I don't know. Could it be that your browser does not
support javascript? Have you tried clearing the browser cache or tried a
different browser?
Lars
From:
Hi Michiel,
I'm faced with a similar issue, and I am trying to get the right fields
displayed in the list. I want to see this:
Lars Jorgensen i...@gyldendal.dk (ITLJ)
which amounts to cn, mail, sAMAccountName. But if I put those in
CustomerUserListFields, I get
Lars Jørgensen i
Hi Niels,
Yikes, that is some hairy configuration I hope that I will never have to debug
:-)
But the idea is great, I hope templates make it into OTRS in a more
human-configurable way some time.
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils
Leideck
Sent:
Hi,
We're going to look into the ITSM module for OTRS. But before that, I think I
need to get a primer in the ITIL process. Can anybody recommend a good
introductory book (preferably, I seem to learn best from paper for some
reason)? Not the bible or be all end all of ITIL, just a sort of ITIL
Hi,
I would like to set and unset the Watcher of a ticket by a generic agent. Is
this possible?
Lars
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe:
Hi,
Many of our helpdesk issues are the same few requests repeated lots of times. A
forgotten password, a full mailbox, a jammed printer and so on. Sometimes
agents don't create tickets for these, because the work involved is greater
than the solving of the actual problem.
Is there a way to
I think it's by design, though I agree it's a really bad idea.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Mark
Shepard
Sent: Monday, January 03, 2011 8:05 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AgentTicketZoom: after page load,
Hi,
We have about 50 external customers grouped in 10 companies. We want to enable
customer x from company y to see all tickets created by other customers from
company y.
I understand this is done by creating the customers in the OTRS database and
giving customers from the same company the
Hi,
I have had a couple of people complaining about not receiving attachments that
I have sent from within OTRS. Checking the logs on the SMTP server I can see
that the emails have a size that must include the attachment. But it is not
there when I open the email in Exchange. This behaviour
Read the UPGRADING file. It has step by step instructions.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Prince
Chavez
Sent: Wednesday, December 29, 2010 11:27 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Migration
Which particular files, and
Hi Raleigh,
Your data is preserved across upgrades. Read the UPGRADING file included in
your download of the new OTRS version.
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Raleigh
Guevarra
Sent: Friday, December 24, 2010 5:00
Hi Shikant
Check out Kernel/Config.pm. There should be a section on connecting to the
database. The username is missing.
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
shrikant k
Sent: Tuesday, December 21, 2010 12:15 PM
To: otrs@otrs.org
Subject: [otrs] Cant
Hi Jason,
You need to enable agents in stats via SysConfig - Frontend::Agent::Stats -
UseAgentElementInStats
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jason
B. Loven
Sent: Tuesday, December 21, 2010 2:36 PM
To: User questions and discussions about OTRS.
Hi Ralf,
Sounds very odd. My first guess is the the Kernel/Config/Files/ZZZAuto.pm did
not upgrade correctly from 2.4 to 3.0. You could try and rename the file to
something else, that will make OTRS use out-of-the-box default. Then try and
see if OTRS behaves as intended.
Another option is
Hi Gerald,
Adding a note won't change the state (at least not in 2.4, I don't know if this
behaviour is changed in 3.0). OTRS believes a ticket is new until an agent has
contacted the customer in some way, either by mail or phone (both from within
OTRS). Then it is changed to the open state.
Hi Aron,
Design: Can't really hammer on the design, I think. 2.4 was awful but worked
fine, 3.0 is a great step in the right direction. The fact that people are
bitching mostly about colours must mean that the rest of it is pretty good. I
think a few changes will come along, like being able to
Hi,
Is it possible to schedule auto responses? Christmas is looming and it would be
nice to enter an auto response that overrides the default in the period from
December 23rd to January 2nd.
Lars
-
OTRS mailing list: otrs -
Admin - Queues
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Magic
Boiz
Sent: Friday, December 17, 2010 10:55 AM
To: otrs@otrs.org
Subject: [otrs] Solution Time of Tickets
Hi everyone!!
I have a simple question: how can a modify the Solution Time of a Ticket.
It's
: Friday, December 17, 2010 12:42 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Solution Time of Tickets
There we have set Escalation - Solution Time: 0 in all queues.
So, why the 72h?
On Fri, Dec 17, 2010 at 12:20 PM, Lars Jørgensen
i...@gyldendal.dkmailto:i...@gyldendal.dk
.
Here I attached the screen shot.
There is a list of auto response and list of queue,
if I click one of those auto response or queue,
it will take me to edit window
please guide me what to click? :)
Thanks
Yuan
On Thu, Dec 16, 2010 at 1:15 PM, Lars Jørgensen
i
Hi Yuan,
Yes, it's possible.
This is probably the most asked question about OTRS. So look through the mail
archives and look at the documentation. Look for Active Directory and LDAP.
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
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