Hi, Dave.
New ticket is a ticket that hasn't any answers or notes attached to it.
Open ticket is a ticket in progress so to say, that means it has been noted or
answered.
New ticket can (and must:) be changed to Open, but never vice versa.
Apart from nice things like News or Statistics, Dashboa
Hi, Volker.
It seems there's no other way to do this than to update relevant tables
directly in your database.
However, I don't know which tables exactly should be modified to keep the
database consistent.
Please don't try it on the working OTRS installation, this is just my
assumption :)
Chee
Here is another FYI tip and a methodology question.
In the Ticket Zoom view, we quite often have Linked items (Parent tickets,
Child tickets, Normal, etc). Unfortunately, the default view simply shows
the ticket number of those linked objects. To get any information about
those linked objects, y
Its fixed. use AgentTicketCompose.pm,v 1.81.2.3 the latest version.
replace this file and restart your web server. It will fix your problem.
For more detail also check.[otrs] Bug #4433 remains unfixed, despite status
= Resolved?
Regards
Sourabh Sarwate
On Tue, Feb 9, 2010 at 11:06 PM, Marco V
Hi,
Do any one have idea about how to add new field in ticket form.Any help is
appreciated.
On Tue, Feb 9, 2010 at 10:42 AM, manish ramteke
wrote:
> Hi,
>
> I am using OTRS 2.4.5 and I want to add a new field "Severity" in email
> ticket form.
> Can anyone guide me what changes do I need in con
Hi,
Any inputs on this please.
On Tue, Feb 9, 2010 at 12:13 PM, manish ramteke
wrote:
> Hi,
>
> In which cases one would need to chose between phone ticket and email
> ticket.What's the major difference between these two.
>
>
> Regards,
> Manish Ramteke
>
>
>
>
Regards,
Manish Ramteke
Hi,
On 09.02.2010, at 11:11, Guillaume Rehm wrote:
> Is it possible de have the customer email address in the email from field
> instead of OTRS notifications email, just for this event not for all other ?
not by using the event based notification setup.
You may want to modify the related modu
Ah, the crontab for the user otrs was cleared out. I su'd to otrs and ran
Cron.sh start and that seems to have fixed this.
Thanks for looking into it!
Chris
From: Chris Johnson
Sent: Tuesday, February 09, 2010 1:24 PM
To: User questions and discussions about OTRS.
Subject: RE: [otrs] OTRS no
HI,
On 09.02.2010, at 01:24, Chris Johnson wrote:
> CustomerID => '[customer_id]',
try first please to remove the quare brackets.
Just use 'mail' for example.
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leid...@leidex.net
nils.leid...@otrs.com
http://webint.cryptonode.de / a Fracta
Hello all,
I'm wondering if there's a way to make "CustomerID" a mandatory
requirement before saving/creating a new ticket.
I've searched and found that some people have had the same question,
however I haven't been able to find the answer.
Any help would be appreciated...Thanks!
Re
This is what I get when I hit the "Run Now", it grabs the mail, and creates a
ticket and sends out the notifications to the agents... however, it's just not
doing it every minute or whatever it is supposed to do it. As you can see, I
sent in an email, forced a "Run Now" and it worked just fine.
If i'm ot wrong it's a know bug, upgrade to latest (secure) level ;)
On Tue, Feb 9, 2010 at 10:02 PM, Constantinos Giatras <
constantinos.giat...@4rnd.com> wrote:
> For some reason after an Agent responds to a New ticket, the default "Next
> State" is always Closed. What config option is used to
For some reason after an Agent responds to a New ticket, the default "Next
State" is always Closed. What config option is used to change what the
default state is?
thanks,
kosta
-
OTRS mailing list: otrs - Webpage: http://otrs.or
Hey Dave,
I don't have all your answers, but I can direct you to a useful manual.
I've used it a lot when I have questions.
http://doc.otrs.org/2.4/en/html/
Hope that at least helps some.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Bucke D.J.
Sent: Tuesday, Feb
Hi
Apologies if these questions are obvious but
We are trying to setup OTRS for use for the first time and need a bit of
guidance.
Basically under what circumstances would you use the dashboard.
>From what I can see the best way to use OTRS is to use the queue view status
>which show all inco
This is just a tip in case anyone is trying to figure it out.
On the ticket zoom, there is a section to the right in gray that displays
several bits of information about the current ticket (state, child tickets,
queue, etc).
My users really got tired of seeing only the partial text of the actual
Ok... this is my last issue.
running opensuse 11.1
logging in as a regular user and using su to modify otrs and the system.
I have otrs authenticating against AD
Now i just need to get mail retrieval working. I have fetchmail working and i
have added the following to .procmailrc.dist
SYS_HOME=
Hi
When inserting FAQ documents in replies, only the Subject field gets changed.
The message body only gets a few line breaks and no text. Anyone know how to
fix ?
OTRS 2.4.5 / ITSM 1.3.2
Best regards
Morten B
-
OTRS mailing
Sounds like you are both a member of the 'users' group, as is the
default.
If Junk and Misc are still 'owned' by the 'users' group, that would be
my guess..
I have created a different group that I have assigned e.g. Junk to so
that 'users' do not see it.
Using roles, you can quickly roll out chan
I have a client, who is NOT is the users group, and is just in a group
created by me, which contains 1 queue (myqueue), but still can create
tickets in the "junk", "misc" queues instead of just in mine.
PS: I still have installed the 2.3 version, is there some bug or something?
2010/2/9 Tore Lønøy
Hello all!
Because I hat to add some tickets afterwards frequently, it is necessary for me
to enter (or - if entering ist not possible - to modify) the ticket creation
timestamp.
Is it possible to realize that? There was a similar question years ago and the
answer was "not yet". But that was
I mean thinks that someone have just posted with the reference to
http://www.linux.com/archive/feed/121476
;)
MV
On Tue, Feb 9, 2010 at 5:05 PM, Otrs Customer wrote:
> What kind of attention ? Or what did you mean by that ? :)
> Thanks
> Cheers
>
> __
What kind of attention ? Or what did you mean by that ? :)
Thanks
Cheers
__
> Od: marco.vann...@gmail.com
> Komu: "User questions and discussions about OTRS."
> Datum: 09.02.2010 14:24
> Předmět: Re: [otrs] PROPER STANDARD procedure for
Sorry for the delay in my reply. Work has put me on other
projectsMay take me a couple weeks before I can work on this again.
I'll keep you guys updated on my progress. =)
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Sourabh Sarwate
Sent: Monday, February 08, 20
hi you,
if you have a rpm there is no problem to uvh... you just have to pay
attention to rpmnew files that this operation generates.
MV
On Tue, Feb 9, 2010 at 1:17 PM, Otrs Customer wrote:
> Hi all,
> is there a proper standard procedure how to upgrade/patch OTRS on different
> OS ?
> I'm usin
Hi all,
is there a proper standard procedure how to upgrade/patch OTRS on different OS ?
I'm using Fedora and OTRS 2.4.4 and I've browsed the lists all over and found
million opinions on upgrade.
It seems that there is no standard procedure at all...
Some people even say that rpm -Uvh will do the
Create roles, and give access to different groups, which again is
linked to their correct queue.
On 9 February 2010 14:00, Nuno Ranito wrote:
> Hello
>
> How can I restrict which queues the client can see to insert a new ticket?
> For instance, I want user A to access queue "Aplications" and "Net
Hi Nuno
Specification for Note Added notification:
Recipient: Customer
Event: Article Create
Article Type: note-external
Then add your relevant subject and text fields, something like:
,
A note has been added to your ticket :
Ticket Title :
Ticket Number :
The OTRS_AGENT_BODY will take
Hello
How can I restrict which queues the client can see to insert a new ticket?
For instance, I want user A to access queue "Aplications" and "Network", and
user B to insert new ticket in queue "Billing".
Thank you for any help.
--
Neos IT | www.neosit.pt
Instituto Pedro Nunes | R. Pedro Nunes
DAvid
How did you implement this one?
* Note Added (when a note is added as a note-external, that gets e-mailed to
the customer)
2010/2/9 David Holder
> Hi Manish,
>
> You can use configuration settings for the queue in conjunction with a
> generic agent to accomplish this. I haven't done it
Or the postmaster filter should be able to do this.
On Tue, Feb 9, 2010 at 12:10 PM, Ralf Hildebrandt <
ralf.hildebra...@charite.de> wrote:
> * Anil Jethiji :
>
> > Is there any way in which I can use the 'Outlook style' of filtering
> > Junk Emails?
> >
> > So, I want to remove/move to a junk qu
* Anil Jethiji :
> Is there any way in which I can use the 'Outlook style' of filtering
> Junk Emails?
>
> So, I want to remove/move to a junk queue, any mail that has a certain
> word in the subject or body?
Use a generic agent
--
Ralf Hildebrandt
Geschäftsbereich IT | Abteilung Netzwerk
Hi Manish,
You can use configuration settings for the queue in conjunction with a
generic agent to accomplish this. I haven't done it myself, but it should
give you a start.
The information for this can be found here :
http://doc.otrs.org/2.3/en/html/x1519.html
Let us know how you get on.
Regar
Hi David,
Thanks for guidance.I have a situation wherein if a particular ticket has
crossed the threshold time of resolving,
event based notification should be sent to management for escalation.
What I would like to know is how would I associate this escalation
notification with the ticket.
How t
Hi Chris,
What is displayed in your system log? try and run the postmaster mail
account (press the "x" underneath "Run Now") and check the log to see what's
happening, this will give us more information to resolve the issue.
Thanks,
On Tue, Feb 9, 2010 at 12:29 AM, Chris Johnson wrote:
> Greet
Hi Manish,
What are you trying to notify?
There are essentially two groups of notifications in OTRS, First of all are
automatic responses. So, for example, when mails are put in a specific queue
the following notifications can be configured to despatch:
* default reply (after new ticket has been
Is there any way in which I can use the 'Outlook style' of filtering
Junk Emails?
So, I want to remove/move to a junk queue, any mail that has a certain
word in the subject or body?
Thanks.
---
Anil Jethiji, Senior Data Centre Technician, IFL
Email: anil.jeth...@internetf.co.uk
ok thanks you.
Is it possible de have the customer email address in the email from
field instead of OTRS notifications email, just for this event not for
all other ?
Le 08/02/2010 21:59, Nils Leideck - ITSM a écrit :
Hi,
On 08.02.2010, at 17:17, Guillaume Rehm wrote:
Is it possible to tran
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