Re: [otrs] problem when composing mail to customer

Hi, Thanks for your response, it's ok. The address is no longer include in replies. Regards Claude Message original Sujet : Re: [otrs] problem when composing mail to customer De : Michiel Beijen Pour : User questions and discussions about OTRS. Date : 14/10/2010 18:57 Hi

Re: [otrs] Prevent User ID 1 / root from Owning tickets

So far that seems like the best approach. I'll perform a ticket search for all tickets owned by 1 and with a (human) agent-created article. The last agent to contribute will probably become the lucky owner. It seems that the ACL and Generic Agents can't search/filter by owner ID. Out of curiosit

[otrs] RuntimeDB vs. StaticDB for full text search

My OTRS 3.0 system was set to RuntimeDB for Ticket::IndexModule. As a result, my searches on ticket number returned no results. Is this expected? It looks like %FieldSQLMapFullText is missing an element for ticket number. my %FieldSQLMapFullText = ( From=> 'art.a_from',

Re: [otrs] problem when composing mail to customer

Hi Claude, You should configure the inbound email addresses under Admin > System Email Addresses, then they will no longer be included in replies from your agents. -- Mike On Wed, Oct 13, 2010 at 12:25 PM, PREF31 OTRS wrote: > Hi, > > When I compose a mail to a customer, I don't want to send a

Re: [otrs] problem when composing mail to customer

The postmaster mail account shouldn't be an option for a recipient. No agents or customers should have the PostMaster Mail account email address. On Wed, Oct 13, 2010 at 6:25 AM, PREF31 OTRS < o...@haute-garonne.pref.gouv.fr> wrote: > Hi, > > When I compose a mail to a customer, I don't want to s

Re: [otrs] Move queues without being ticket owner?

Not the most fun way of doing it, but if you know the ticket number, and the destination queue, you can use a Generic Agent to change Queues (run now, but don't schedule). On Tue, Oct 12, 2010 at 5:05 PM, Hugh Kelley wrote: > Is there a sysconfig option that would allow a manager to change ticke

Re: [otrs] FreeText in CustomerTicketZoom

yes, in CustomerTicketMessage is easy define the FreeText, but in CustomerTicketZoom a can't do it :S IT easyap escribió: Yo have to define the freetext field use with the property *Ticket::Frontend::CustomerTicketMessage###TicketFreeText: you can define **yoou can fill the filed with

[otrs] Register custom module in OTRS

Hi, We are in the process of developping a custom module to OTRS to simply reopen the ticket in agent interface. Both modules (HTML for menu and system for the functionality) are written . The menu link in the ticket shows properly with correct parameters. The problem exists when i press

[otrs] CI's classes and sub-classes view

Hello there, When building a large CMDB, it's neccesary to create sub-classes inside classes. Since OTRS creates sub-queues and sub-services on database using the parent::child syntax, it's easy to think the way sub-classes on CIs should be done the same way so we created a Servers class and then

Re: [otrs] FreeText in CustomerTicketZoom

Yo have to define the freetext field use with the property Ticket::Frontend::CustomerTicketMessage###TicketFreeText: you can define yoou can fill the filed with 0 = Disabled, 1 = Enabled, 2 = Enabled and required. But this property is for the customer interface you can configure the opt

[otrs] Re-open Phone ticket

Hello, How can Customer re-open the ticket that is raised by Agent on his behalf (i.e. Phone ticket) ? As this ticket is not listed in the Customer ticket list, how to proceed ? thanks. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com W

Re: [otrs] Link to reopen a ticket

but when a Customer send a message (note) in a ticket closed, this ticket is reopened automatically... check this, maybe is useful. Pradumna Maheshwari escribió: Hello, I want to give a link in Survey, so that Customer can re-open the ticket. I tried this : :///customer.pl?Action=CustomerT

Re: [otrs] FreeText in CustomerTicketZoom

I need to edit the FreeText in CustomerTicketZoom screen. that the freetext dropdows appear on that screen and allow me to change the values, so I researched and CustomerTicketZoom screen can only see these values and not change. PD: sorry for my english... 2010/10/14 Lukasz Hadyna > What sort

[otrs] Link to reopen a ticket

Hello, I want to give a link in Survey, so that Customer can re-open the ticket. I tried this : :///customer.pl?Action=CustomerTicketZoom&TicketID= but not working. It is giving error : "Message: No Permission! " What to do..? Thanks... Pradumna Maheshwari =-=-= Notice:

Re: [otrs] Refresh '7 days Stat' on dashboard

Hi, delete the content of $OTRS_HOME/var/tmp/Cache/* first Mr. Pradumna, I am watching your questions with increasing worries, what do you think about professional OTRS services? On 14.10.2010, at 21:43, Pradumna Maheshwari wrote: > I want that '7 Day Stats' graph on dashboard should be get r

[otrs] Refresh '7 days Stat' on dashboard

Hello I want that '7 Day Stats' graph on dashboard should be get refresh in 5 mins, where should make the changes? I have made changes in Frontend::Agent::Dashboard::DashboardBackend###0250-TicketStats making CacheTTL = 5, but not working. Thanks.. Pradumna Maheshwari =-=-