Re: [otrs] how to change

hi julio I'm involved into a specific Change Management Project based on OTRS ITSM and I can give you our exeperience. I just defined trhree roles: - change initiator (who open the change ), that role is linked to the Change Builder OTRS group - change manager (who authorize the change, add

[otrs] Adding New E-Mail Addresses To REPLY-ALL

If a customer submits a ticket, and CC's several people, when I click REPLY-ALL, they are all included. If one of those people forwards this ticket to someone not on the initial e-mail list, and this person then replies, the user is now an important part of the ticket thread, but they're e-mail

Re: [otrs] how to change

Dear Stefano, that sounds correct ... a little different but still thumbs up! ;-) Keep in mind that the Change Initiator in OTRS ITSM is the customer of the/all linked RfC Tickets! Just to prevent confusions of wording ;-)) Cheers, Nils On 10.03.2011, at 12:23, Stefano Boccanera wrote: -

Re: [otrs] How to use Import/Export Management to create links between config items

Hello Martin, I am in the same situation , i use OTRS for ticket and OCS for my Inventory, but I failed to import my inventor y( csv files from OCS) to OTRs items, if you have the solutions I'm interested thanks Sébastien  Bory -Message d'origine- De : otrs-boun...@otrs.org

Re: [otrs] how to change

Hi nils you are right, but our 'change initiator' is really an internal role not related to the otrs schema. we have also another difference vs. OTRS. The user open directly a change request, without any RfC ticket (they use Remedy to perform this work), so I'll try to find a solution to create

Re: [otrs] Adding New E-Mail Addresses To REPLY-ALL

As mentioned on the forums, this isn't available on OTRS without development. On Thu, Mar 10, 2011 at 8:20 AM, Sam Lurie sam.lu...@montpeliertr.comwrote: If a customer submits a ticket, and CC's several people, when I click REPLY-ALL, they are all included. If one of those people forwards

[otrs] ticket creation slow.

Hello, We have been using OTRS 2.4.9 for about 8 months now. The ticket creation now takes 25+ seconds where it used to take about 5 seconds. We are running on a HP DL380 Linux system with Dual Intel(R) Xeon(TM) CPU 3.20GHz using postgresql 8.4.4. Any suggestions for improving

Re: [otrs] how to change

thanks for the help, but I have a question, such as change of state (in progress, canceled, failed), and where is this done? thanks again Julio Cesar Angulo Quiroz Telf.: 997066155 -Mensaje original- De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de Nils Leideck

Re: [otrs] how to change

i'll try to show the workflow: Applying a tempalte when the Change is first created, will automatically create : 1) a workorder of 'approval' type, the initial state is 'created' 2) a workorder of 'workorder' type initial state is 'created'. This workorder is an operation workorder with

[otrs] can't next outside a loop block at../..//Kernel/System/Ticket.pm line 4993

Hi all After I pressed a button to submit a ticket, below error shows :- can't next outside a loop block at../..//Kernel/System/Ticket.pm line 4993 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive:

[otrs-de] Anhänge nach Update beschädigt

Hi, ich habe gestern von Version 3.0.5 auf 3.0.6 upgedatet. Alles auf einem Windows 2008 R2 Server. Seit dem Update sind die Anhänge in den Tickets und Bilder in den FAQs defekt. Die Bilder werden nicht mehr angezeigt und die Anhänge (*.docx und/oder *.xlsx) können nicht mehr geöffnet werden,

[otrs-de] OTRS Agent Login Problem - Login readonly

Hallo, der Login bei unserem OTRS3 Agent ist auf einmal nicht mehr möglich (das Customer funktioniert aber!). Die Felder Login und Passwort sind auf readonly gesetzt und die Schaltfläche zum Anmelden ist disabled. Habe dies in der Login.dtl rausgenommen. Man kann zwar in diese Felder wieder