Re: [otrs] Creating a outgoing email as the first article in a ticket using the GenericTicketInterface API

Out of curiosity, are you creating tickets via API that look like "Email Tickets" by type? Article-Type email-external, perhaps? https://otrs.github.io/doc/api/otrs/5.0/Perl/Kernel/System/Ticket/Article.pm.html On Wed, Jul 27, 2016 at 5:40 AM, Renee B wrote: > This

Re: [otrs] E-Mail-Ticket-Template -> "To"-Field and CC / BCC

I believe the problem with To and Cc is because of the fancy interface to providing entries to To and Cc. https://github.com/OTRS/otrs/blob/rel-4_0/Kernel/Modules/AgentTicketEmail.pm#L182 my $CustomersNumberCc = $Self->{ParamObject}->GetParam( Param => 'CustomerTicketCounterCcCustomer' ) || 0;

Re: [otrs] otrs Digest, Vol 95, Issue 9

Are they nonfunctional because they're commented or is it simply coincidental that you indicated the nonfunctional entities by prefacing them with a comment in what you posted? On Thu, Aug 4, 2016 at 3:01 AM, Julius Haake wrote: > Hello, yes, that is correct, they are

Re: [otrs] New state after a closed ticket gets a follow-up

The Queue settings control what happens to a ticket after the ticket is closed. Basically, it's accept (and PostmasterFollowUpState is used), reject (bounce), or discard. On Fri, Jan 20, 2017 at 5:00 AM, Personal Técnico wrote: > Hello, > > In my OTRS v5 Free, when a

Re: [otrs] New state after a closed ticket gets a follow-up

Sorry, PostmasterFollowUpStateClosed is used. On Fri, Jan 20, 2017 at 9:26 AM, Gerald Young <cryth...@gmail.com> wrote: > The Queue settings control what happens to a ticket after the ticket is > closed. > > Basically, it's accept (and PostmasterFollowUpState is used)

Re: [otrs] OTRS 5 - View and compose permissions but not to close tickets

Don't forget that you can prevent (PossibleNot) states via ACL. On Tue, Feb 14, 2017 at 5:53 AM, Manuel Martínez Valls wrote: > Hi, > > We would like to implement a scheme with agents having all the permissions > on some queues (i.e. 'rw' permission on Main queues) but not

Re: [otrs] Reports by agents

A supervisor can use "Note" with next state "closed successful", which will not change owner of ticket. On Wed, Feb 8, 2017 at 11:24 AM, Jesus Rivera wrote: > Good morning, I would like to generate reports on how many tickets an agent > makes, but according to our

Re: [otrs] closed tickets with same external ticket number are not reopened

The Queue settings determine the disposition of the ticket after closed. PostmasterFollowUpStateClosed determines what the ticket state could be if the queue allows closed followups. On Thu, Feb 16, 2017 at 9:42 AM, Hinrich Aue wrote: > hello, > > > > we just realized

Re: [otrs] Reports by agents

You have to enable per agent reporting in SysConfig. It's disabled by default. On Wed, Jan 18, 2017 at 9:18 AM, Jesus Rivera wrote: > Good morning, does anyone know if in the version of other 5.0.11 generate > reports by agents or owners? In the option of reports

Re: [otrs] Reports by agents

> > > On 18/01/17 10:24, Gerald Young wrote: > > You have to enable per agent reporting in SysConfig. It's disabled by > default. > > On Wed, Jan 18, 2017 at 9:18 AM, Jesus Rivera <jrive...@anzoategui.gob.ve> > wrote: > >> Good morning, does anyone know if i

Re: [otrs] Regarding automatic transfer of tickets

Hi Paul, Create a Generic Agent Give it a name in Job Name Expand Automatic Execution highlight everything (according to when you want to trigger) -- note that this runs in 10 minute increments minimum Expand Select Tickets Escalation times: (*) Ticket escalation time reached (choose your

Re: [otrs] Discard follow-ups to closed tickets (in addition to "rejected" auto responses) - Repost

Discard? You could set the queue for reject after closed. On Wednesday, September 28, 2016, Ralph Seichter wrote: > Reposting this, because it has been several days and I still have not > found a solution. Your help is appreciated. > >

Re: [otrs] Discard follow-ups to closed tickets (in addition to "rejected" auto responses) - Repost

that it doesn't store the ticket when the state is closed. On Wed, Sep 28, 2016 at 8:45 AM, Ralph Seichter <otrs...@seichter.de> wrote: > On 28.09.2016 14:11, Gerald Young wrote: > > > Discard? You could set the queue for reject after closed. > > It did that. I had hoped

Re: [otrs] Need TicketID! in CustomerTicketZoom

Make sure it's factory/stock CustomerTicketZoom as it's pushing TicketNumber instead of TicketID and CustomerTicketZoom doesn't seem to like that request. On Thu, Nov 10, 2016 at 11:05 AM, Andrzej Kubaczyk wrote: > After updates from version 3.2.17 to 3.3.16 I have problem with

Re: [otrs] Queues associated services

Services are associated with customers. If they are not to be associated with customers, then make them default services and ACL. Properties > Ticket > Queue: > Aplicaciones Possible > Ticket> Service > A1, A2, etc Like you have it Think (again) why you want to apply so many clicks to handle

Re: [otrs] Phantom ticket

How does OTRS digest tickets? If it's POP3, then see if there's information that your mail server is getting the ticket. Check cron jobs (daily and time scheduled). Look at the header and see if there's an SMTP sender. If all else fails, you may have to test for that ticket in PostMaster Filter

Re: [otrs] OTRS config : LDAP and Consumers

Just for reference, I wrote this old post: http://forums.otterhub.org/viewtopic.php?t=16543 The following are important: $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; You can change these to mail if you want to try

Re: [otrs] Tickets "closed" appear as "open"

Ticket History doesn't retroactively adjust. While it's generally not recommended to directly manipulate the database, this may be a case to do it. Be very careful how/if you change the data. The % character is a wildcard (using LIKE) in MySQL

Re: [otrs] (conditionally) forbidding the creation of tickets via e-mail

1) if no ticket number, set the default destination to Junk. (aand optionally autoreply with "You can't send it that way") with a Generic Agent that deletes all tickets in Junk every (x) minutes. 2) If ticket number, it will follow up as normal and won't move the ticket because there won't be any

Re: [otrs] Template tags frustration

Part of the reason that there's no full list in documentation is that the list is dependent on your implementation of OTRS. The second part is that it's actually telling you what the * is, as completely as it can. It won't have all the fields available to you because it doesn't know what you

Re: [otrs] RES: How to remove a invalid address in OTRS 5

Try PostMasterFilter for moving From to Junk Queue where Generic Agent purges junk on a schedule. On Dec 7, 2017 8:25 AM, "Edson Richter" wrote: > Sorry... incomplete message sent from my faulty mail client!!! > > > > Sending again: > > > > > > Hi! > > > > Using OTRS

Re: [otrs] Restricting Customer Users from viewing Company Tickets

Hi, 1) enable CustomerGroupSupport in Framework -> Frontend::Customer 2) Create a group, such as CompanyTicketViewers 3) assign customers to a group (rw) 4) In Ticket->Frontend::Customer::ModuleRegistration, find Company Tickets, click the boxed plus under Group:, and type CompanyTicketViewers

Re: [otrs] Reply with empty body

Forward or Communication/New Email might be of interest. On Mon, Jul 2, 2018 at 8:13 AM Sysadmin CAOS wrote: > Hello, > > is there any way for configuring OTRS to reply a ticket with an email > and, then, when "AgentTicketZoom" opens ticket, body appears empty, not > with standard message and

Re: [otrs] browser spellchecker in OTRS6

I believe you may hold the control key and right-click to see the browser context menu. On Fri, Jan 12, 2018 at 2:34 AM, Manuel Martínez Valls wrote: > Hi, > > I'm testing OTRS6 and I'd like to use the browser spellchecker. > > I've enabled the spellchecker on different

Re: [otrs] Can I use upgraded DB on new code install?

In theory, yes, for vanilla code. but it's a bit more complicated than simply run the database scripts. http://doc.otrs.com/doc/manual/admin/4.0/en/html/upgrading.html http://doc.otrs.com/doc/manual/admin/5.0/en/html/upgrading.html http://doc.otrs.com/doc/manual/admin/stable/en/html/updating.html

Re: [otrs] Monitoring of the queues

that was supposed to be Maint::Stats::Generate On Fri, Sep 28, 2018 at 6:18 PM Gerald Young wrote: > It's not recommended to have an external writable interface with your > database, but if you create a user that only has "SELECT" permissions to > the database, the follow

Re: [otrs] Monitoring of the queues

It's not recommended to have an external writable interface with your database, but if you create a user that only has "SELECT" permissions to the database, the following might be usable: (Nonetheless, you may paste this in the SQL Box interface of OTRS and get a result.) select queue.name as

Re: [otrs] Merge tickets that start with same string

t, with kind regards, > William Edwards > Cyberfusion - Hosting voor webbureaus en bedrijfskritische applicaties > > W. https://www.cyberfusion.nl/ > E. wedwa...@cyberfusion.nl > T. 040 - 711 44 96 > > > > * From: * Gerald Young > * To: * User questions and discussion

Re: [otrs] OTRS6 - Signature by user or group

Since those are both attached to a queue, put the affected ticket in that queue. On Thu, Apr 4, 2019 at 5:30 AM Ml Ml wrote: > Hello, > > can i set a signature by user or group in OTRS 6? > > Thanks, > Mario > - > OTRS mailing

Re: [otrs] Advanced filter on incoming tickets

that is not controlled. The difference between does it match and is it bigger is a significant programming difference. On Tue, Feb 4, 2020, 10:11 AM Manuel Martínez Valls wrote: > Yes, and the priority will be different. > > > > El 4/2/20 a las 14:45, Gerald Young escribió: >

Re: [otrs] Advanced filter on incoming tickets

Are the agents that handle the tickets going to vary based upon these criteria? If not, maybe you might be overloading the intent of Queues. On Tue, Feb 4, 2020 at 8:26 AM Manuel Martínez Valls wrote: > Hello, > > I would like to do somekind of filter depending on the subject, client id > and

Re: [otrs] Ticket state transition New -> Open

Hello, In the default configuration, any outbound action contacting the customer will open the ticket. On Thu, Apr 2, 2020 at 5:54 PM Nick Bright wrote: > What conditions will transition a ticket from New to Open? Is it only an > outbound phone call or outbound email? I know that a note