Re: [otrs] Add Hardware Type Itsm

2011-03-02 Thread Nils Leideck
Dear both, just to be correctly, the Hardware Types are defined in the catalog class ITSM::ConfigItem::Hardware::Type”. ;-) Cheers, Nils On 02.03.2011, at 08:37, Adam Bator wrote: Yes you can do it and it is quite simple. It is done in Administration - general catalog :

[otrs] : using the ITSMChangeDelete.pl procedure

2011-03-02 Thread Stefano Boccanera
Hi I'm testing OTRS ITSM Change Mangement to implement a change management solution at a italian customer site.Now, after some testing creating change requests, workorders and so on, I would to clear the configuration without 'dropping' the database and re-create it from scratch. The problem is

Re: [otrs] : using the ITSMChangeDelete.pl procedure

2011-03-02 Thread Nils Leideck
Dear Stefano, first of all, you should consider to subscribe to the ITSM mailing list ;-) where are definitively people using ITSM modules. ITSM lists: OTRS::ITSM User questions and discussions = http://lists.otrs.org/mailman/listinfo/itsm OTRS::ITSM announcement mailinglist =

Re: [otrs] : using the ITSMChangeDelete.pl procedure

2011-03-02 Thread Stefano Boccanera
Dear Nils I follow asap your suggests about set ITSM List, and of course I appreciated your technical suggestion on the item (my obligations) [?]. I hope to give a real contribution, in the near future, to the community. cheers Stefano 2011/3/2 Nils Leideck nils.leid...@leidex.net Dear

Re: [otrs] Create new item in agent intreface

2011-03-02 Thread Juancho -
From: rece...@msn.com To: otrs@otrs.org Subject: RE: [otrs] Create new item in agent intreface Date: Tue, 1 Mar 2011 17:16:56 -0300 Hi, Ive done what you've said already but doesnt work. When I create a new ticket (agent interface), theres no new combo or field. Any suggestions?

[otrs] reply-to field in notification mails

2011-03-02 Thread Viktor Eszenyi
Hi all, I've been searching for solution for a day now, in archive and forums, but I couldn't find a method to set the notification mail's Reply-To field. We're using OTRS 3.0.6, the specific use case is that we send notification emails to customers (through SMTP) about almost everything, from

Re: [otrs] Create new item in agent intreface

2011-03-02 Thread Nils Leideck
Dear Juancho, can you post you configuration details? Cheers, Nils On 02.03.2011, at 16:08, Juancho - wrote: Hi, Ive done what you've said already but doesnt work. When I create a new ticket (agent interface), theres no new combo or field. Any suggestions? From:

Re: [otrs] reply-to field in notification mails

2011-03-02 Thread Nils Leideck
Dear Viktor, why do you not send your emails directly from support@ ?? Cheers, Nils On 02.03.2011, at 16:33, Viktor Eszenyi wrote: I've been searching for solution for a day now, in archive and forums, but I couldn't find a method to set the notification mail's Reply-To field. We're using

Re: [otrs] Create new item in agent intreface

2011-03-02 Thread Nils Leideck
Dear Juancho, ok, the second is not required beacuse you just have one key = “Product”, so there is no need for a default selection. right? ;-) This is the first step I described, did you do the second step as well? Cheers, Nils On 02.03.2011, at 19:03, Juancho - wrote: The configuration is

Re: [otrs] Set Service in ticket from external Customers

2011-03-02 Thread Nils Leideck
Dear José, you need to setup the default services (same frontend, on the very left hand side) Cheers, Nils On 02.03.2011, at 19:42, José Francisco Luis Medina wrote: Within a short time we turn on the servicesin our OTRS, I can verify that the service and Customer users to be assigned in

[otrs] Community docs

2011-03-02 Thread David Boyes
Shawn Beasley just posted a really interesting call for community help with documentation for OTRS, that my stupid fingers instantly deleted by accident, and now I can't find the topic or the announcement anywhere. Could someone at OTRS either forward me the announcement or point me to where that

Re: [otrs] Create new item in agent intreface

2011-03-02 Thread Nils Leideck
Dear Alan, these FreeTextFields needs to be enabled in every View where they should appear. E.g. Frontend::Agent::Ticket::ViewNote Cheers, Nils On 02.03.2011, at 22:33, Alan Creed wrote: Hi Where can i enable the fields?, cant find that option Thanx in advance Enviado desde mi iPhone

Re: [otrs] Community docs

2011-03-02 Thread Gerald Young
http://blog.otrs.org/2011/03/01/community-documentation-vs-technical-documentation/ http://blog.otrs.org/2011/03/01/community-documentation-vs-technical-documentation/Would this be it? http://blog.otrs.org On Wed, Mar 2, 2011 at 4:45 PM, David Boyes dbo...@sinenomine.net wrote: Shawn Beasley

Re: [otrs] Community docs

2011-03-02 Thread David Boyes
http://blog.otrs.org/2011/03/01/community-documentation-vs-technical-documentation/Would this be it? http://blog.otrs.org Yes, that was it. Thanks! --DB - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive:

Re: [otrs] reply-to field in notification mails

2011-03-02 Thread Eszenyi Viktor
Hi, Thanks for the reply. The main reason for the two address is that we use support@ for traditional two-way communication with the customers, and that's the mail address fetched by OTRS, while otrs@ is used only for one-way notification. So in case the customer wants to reply, the reply-to

[otrs-de] Per X-OTRS-State Header Datum zur Wiedervorlage setzten

2011-03-02 Thread Andy
Hallo zusammen, ich möchte per PHP eine E-Mail an unser OTRS senden und diesem Ticket gleich den Status zur Wiedervorlage setzen. Wenn ich die Übersicht hier (http://doc.otrs.org/2.0/de/html/x1002.html) richtig verstanden habe kann ich mit dem X-Header X-OTRS-State nur den Status setzten.

Re: [otrs-de] Per X-OTRS-State Header Datum zur Wiedervorlage setzten

2011-03-02 Thread Nils Leideck
Dear Andy, you might want to use X-OTRS-(FollowUp)-State-PendingTime ?! Cheers, Nils On 02.03.2011, at 16:07, Andy wrote: ich möchte per PHP eine E-Mail an unser OTRS senden und diesem Ticket gleich den Status zur Wiedervorlage setzen. Wenn ich die Übersicht hier