Re: [otrs] Delegating the management of Response Templates
Hi, Search Agent rights in Admin-Area in archive mailing list. I ask the same few month ago and michiel beijen said : You should go to Admin SysConfig Framework Admin::ModuleRegistration. Now add the groups you want to the module registration for Admin. Now go to Admin SysConfig Ticket Admin::ModuleRegistration, here you find the auto response and responses registrations. Again, add the permission groups you need to these registrations. Regards Claude Message original Sujet : [otrs] Delegating the management of Response Templates De : Olivier Macchioni olivier.macchi...@wingo.ch Pour : User questions and discussions about OTRS. otrs@otrs.org Date : 13/12/2011 09:10 Hello, I'd like to delegate the management of Response Templates - typically editing those templates - to one of our Agents. Is there a way to do so without granting him full Admin rights? Thanks, Olivier - 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 - 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
Re: [otrs] Prev. Maint. task scheduling for assets
Nils, thank you for the response. I look forward to trying this software out! Andy On Tuesday, 12-13-2011 on 8:31 pm Nils Leideck wrote: Hi Andy, On 13.12.2011, at 20:06, Andy Graybeal wrote: I'm wondering if there is a way I can have a repeating task schedule for any of my assets? Or if not directly done with the OTRS-ITSM software, maybe it has the ability to export ICAL stuff? The operations guy and myself would like help keeping track of his preventive maintenance on every asset in our building that needs maintained. A task might be done every 6 months, every month, or every 10 years. Just create a ticket for the task itself, put in the CMDB Task Queue”, set the state to pending reminder” for 6 months, unlock the ticket ... done. If the reminder date has been reached, all agents assigned/subscribed/allowed to this queue will get the reminder message with being annoyed by these tickets during their daily work. This way you can even organize the tasks in a very easy common and daily used way :-) Cheers, Nils -- http://webint.cryptonode.de / a Fractal project - 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 - 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
[otrs] Printing pictures in ticket articles
Hi, is it normal that OTRS does not print an pictures that are displayed in ticket articles? Cheers, Anselm - 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
Re: [otrs] Printing pictures in ticket articles
On 2011-12-14 08:13, Anselm Strauss wrote: Hi, is it normal that OTRS does not print an pictures that are displayed in ticket articles? What version are you using? - 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
Re: [otrs] Printing pictures in ticket articles
Hi Anselm, On Wed, Dec 14, 2011 at 14:13, Anselm Strauss stra...@puzzle.ch wrote: is it normal that OTRS does not print an pictures that are displayed in ticket articles? OTRS would print the text-formatted version of the ticket article, and this is indeed excluding inline pictures. You can actually use the browser's print button, the print that will come out of your printer does contain inline images and is quite nicely formatted. -- Mike - 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
Re: [otrs] Printing pictures in ticket articles
Ok, thank you. I tried versions 2.4.7 and 3.1.0.beta2. I just noticed that this is a problem of Chrome on OS X, it does not print the pictures also when I use the system print dialog over the browser print function. In Firefox and Safari it works when using the browser print instead of the OTRS print function. Thanks. On Dec 14, 2011, at 2:59 PM, Michiel Beijen wrote: Hi Anselm, On Wed, Dec 14, 2011 at 14:13, Anselm Strauss stra...@puzzle.ch wrote: is it normal that OTRS does not print an pictures that are displayed in ticket articles? OTRS would print the text-formatted version of the ticket article, and this is indeed excluding inline pictures. You can actually use the browser's print button, the print that will come out of your printer does contain inline images and is quite nicely formatted. -- Mike - 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 - 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
Re: [otrs] Installation on Windows of 3.1 B2
Mike, Thanks very much! That will prevent more hair pulling!! :) Regards, Timothy J. Deerinck -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, December 13, 2011 12:04 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Installation on Windows of 3.1 B2 Hi Timothy, there was an unfortunate issue when creating the tarball for 3.1beta2, one of the modules was not bundled. This causes your issue. Please try beta1 for now :( -- Mike On Tue, Dec 13, 2011 at 16:46, Timothy J. Deerinck tdeeri...@networkp.com wrote: Hello all, Has anyone run into the problem of getting an Internal Server when completing the install of OTRS 3.1B2? Right after testing the mail setup, which is successful in my case, the error comes up and the setup does not complete. If I then login to the system, it is still appearing to be in install mode. If I click on Admin and then Customer Company and try to add a Customer Company, the Internal Server error again comes up. Any ideas?? Thanks much in advance, Timothy J. Deerinck This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - 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 - 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 This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - 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
Re: [otrs] multiple CC'd email addresses ?
On 2011-12-13 04:37, Dennis Kavadas wrote: It does work, I've confirmed it I assume it looks at the message-id, if they are identical then it's the same conversation and the emails are treated accordingly I confirm. Before enabling this parameter, we used to have a new ticket opened when someone cc'd replied. With this parameter enabled, it it added to the original ticket automatically. I really think this should be enabled by default. - 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
[otrs] Ticket::Hook location
Hi, Is it possible to have the Ticket Hook located at the end of the subject of the auto-replies and notifications? It would be easier for people to see the subject because the ticket hook takes a lot of space on their screen. Thanks, Ugo - 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
Re: [otrs] Installation on Windows of 3.1 B2
Mike, Probably a silly question, but after I install the Beta 1 on Windows, how can I get it up to Beta 2 for the version number? Do I have to wait for Beta 3? Thanks, Timothy J. Deerinck -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, December 13, 2011 12:04 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Installation on Windows of 3.1 B2 Hi Timothy, there was an unfortunate issue when creating the tarball for 3.1beta2, one of the modules was not bundled. This causes your issue. Please try beta1 for now :( -- Mike On Tue, Dec 13, 2011 at 16:46, Timothy J. Deerinck tdeeri...@networkp.com wrote: Hello all, Has anyone run into the problem of getting an Internal Server when completing the install of OTRS 3.1B2? Right after testing the mail setup, which is successful in my case, the error comes up and the setup does not complete. If I then login to the system, it is still appearing to be in install mode. If I click on Admin and then Customer Company and try to add a Customer Company, the Internal Server error again comes up. Any ideas?? Thanks much in advance, Timothy J. Deerinck This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - 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 - 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 This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - 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
Re: [otrs] Ticket::Hook location
Hi, Go to Ticket - Core::Ticket then change value for Ticket::SubjectFormat Thanks //M On Wed, Dec 14, 2011 at 9:27 PM, Ugo Bellavance u...@lubik.ca wrote: Hi, Is it possible to have the Ticket Hook located at the end of the subject of the auto-replies and notifications? It would be easier for people to see the subject because the ticket hook takes a lot of space on their screen. Thanks, Ugo --**--**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs - 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
[otrs] no keys in dropdown to select after s/mime setup ?
hi all after setting up all the s/mime stuff in the admin console (yes it's enabled) and importing the cert/key I still do not have the options to select a key for my queue. nothing is available under the dropdown box any suggestions ? - 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
[otrs] Other methods for OTRS to identify ticket follow ups?
Hi all, Is there any other method beside the ticket hook for OTRS to identify a ticket as a follow up for one of its tickets? We have some customers who keep removing our ticket number from the subject header (for no obvious reason, and believe me, we always try to educate them to always include the ticket number) and would like to know if it's possible for OTRS to identify a ticket's follow up by other than the ticket hook and/or number. Thanks //M - 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
Re: [otrs] Other methods for OTRS to identify ticket follow ups?
Look to Core::Postmaster for more details. On Dec 15, 2011, at 7:21 , Muhammad El-Sergani wrote: Hi all, Is there any other method beside the ticket hook for OTRS to identify a ticket as a follow up for one of its tickets? We have some customers who keep removing our ticket number from the subject header (for no obvious reason, and believe me, we always try to educate them to always include the ticket number) and would like to know if it's possible for OTRS to identify a ticket's follow up by other than the ticket hook and/or number. Thanks //M - 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 - 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
Re: [otrs] Other methods for OTRS to identify ticket follow ups?
Hello Shawn, Thanks for the tip, I had earlier set *PostmasterFollowUpSearchInBody* to yes, and now I've set *PostmasterFollowUpSearchInReferences* to yes as well. Any other tips that might be important? Thanks //M On Thu, Dec 15, 2011 at 9:02 AM, Shawn Beasley shawn.beas...@otrs.comwrote: Look to Core::Postmaster for more details. On Dec 15, 2011, at 7:21 , Muhammad El-Sergani wrote: Hi all, Is there any other method beside the ticket hook for OTRS to identify a ticket as a follow up for one of its tickets? We have some customers who keep removing our ticket number from the subject header (for no obvious reason, and believe me, we always try to educate them to always include the ticket number) and would like to know if it's possible for OTRS to identify a ticket's follow up by other than the ticket hook and/or number. Thanks //M - 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 - 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 - 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
