Maybe you are making confusion.
Locking a ticket means assigning it to a specified agent: in this way you
are sure that only one agent can work on the ticket.
This is different from ticket states: a ticket can be in state open, closed,
new, etc., regardless if it's been locked or not.
Finally, you're concerned about customers notifications, you can
enable/disable different type of notifications on a per queue basis, in the
queue configuration
----- Original Message -----
From: "Mujtaba Karim" <[EMAIL PROTECTED]>
To: <otrs@otrs.org>
Sent: Wednesday, October 24, 2007 12:30 PM
Subject: [otrs] Remove lock option from tickets
HI
The thing here is I will not be able to notify customer if I move a ticket
to any other state.
My issue can be resolved if I eliminate ticket lock option from all my
tickets
Is there any possibility for that?
Thanks
Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
www.pixsense.com
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Wednesday, October 24, 2007 3:12 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 51, Issue 45
Send otrs mailing list submissions to
otrs@otrs.org
To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
[EMAIL PROTECTED]
You can reach the person managing the list at
[EMAIL PROTECTED]
When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."
Today's Topics:
1. Re: error creating ticket from POP3 account (Torsten Thau)
2. Re: Can users (agents) work with OTRS by email? (Torsten Thau)
3. one more thing (Mujtaba Karim)
4. RE: otrs Digest, Vol 51, Issue 44 (Mujtaba Karim)
5. Re: one more thing (Richard Hinkamp - BeSite)
6. Re: RE: otrs Digest, Vol 51, Issue 44 (Richard Hinkamp - BeSite)
----------------------------------------------------------------------
Message: 1
Date: Wed, 24 Oct 2007 11:48:13 +0200
From: Torsten Thau <[EMAIL PROTECTED]>
Subject: Re: [otrs] error creating ticket from POP3 account
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=ISO-8859-1
-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1
Peter Hoogkamer schrieb:
Hello everybody,
Since a few days I am not able to create a ticket from email picked up
by the POP3 account. When I execute POP3Master.pl it says that it
cannot handle a ticket priority of NULL and cannot create the entry in
the database.
I think the solution will be to set a default priority of 3 for
tickets that are created from mail. But I cannot seem to find where to
configure this.
You can do this in a postmaster filter, but the actual problem is: where
did your "priority 3" go? Ist it still available in the admin-area under
priorities?
regards, Torsten Thau
- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.6 (GNU/Linux)
iD8DBQFHHxTcvXo8m5PgoXQRAh02AJ9GaIpaub1d1OOtAdRG9iaFvuh0gQCfcyj3
VASfChb5qjwVXCuvJnRLE0s=
=1q8P
-----END PGP SIGNATURE-----
------------------------------
Message: 2
Date: Wed, 24 Oct 2007 11:30:09 +0200
From: Torsten Thau <[EMAIL PROTECTED]>
Subject: Re: [otrs] Can users (agents) work with OTRS by email?
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=ISO-8859-1
-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1
Oleg Polovinkin schrieb:
Nils Breunese (Lemonbit) wrote:
Oleg Polovinkin wrote:
Hmmm... Can't understand, why not look at user base, if email of
sender is agent
email?..
In our setup we have e-mail addresses that belong to both agents and
'customers'. Of course it is not impossible to have a system work like
you are requesting, but currently OTRS does not support this workflow
AFAIK.
Indeed, I was missing this feature as well sometimes. But, besides the
fact that the desired functionality [*] is not implemented yet, how does
one decide in which role (agent or customer) someone replied when you
have "agents can be customers" enabled and the e-mail addresses are
identical?
regards, Torsten Thau
- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.6 (GNU/Linux)
iD8DBQFHHxChvXo8m5PgoXQRAsvQAJ9eV8b3qz3AOtItJQYLP/nBFxNgZQCfdI5S
i7TKlOjV/ZdbKW6yWurRJ9Q=
=ZpZY
-----END PGP SIGNATURE-----
------------------------------
Message: 3
Date: Wed, 24 Oct 2007 14:58:25 +0500
From: "Mujtaba Karim" <[EMAIL PROTECTED]>
Subject: [otrs] one more thing
To: <otrs@otrs.org>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"
Hi I guess I am flooding in with questions please bear me
Is there a way to completely disable the lock functionality? I want
Tickets to be always unlocked...
Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:[EMAIL PROTECTED]>
[EMAIL PROTECTED]
<http://www.pixsense.com/> www.pixsense.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL:
http://lists.otrs.org/pipermail/otrs/attachments/20071024/f4ac752b/attachmen
t-0001.html
------------------------------
Message: 4
Date: Wed, 24 Oct 2007 15:05:18 +0500
From: "Mujtaba Karim" <[EMAIL PROTECTED]>
Subject: [otrs] RE: otrs Digest, Vol 51, Issue 44
To: <otrs@otrs.org>
Cc: [EMAIL PROTECTED]
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"
Dear Gabriele.
What I want to do is this
I have OTRS installed.I have different queues set up however when I close
the ticket It is locked and if I unlock it it goes to open state
Can I eliminate the lock option in OTRS completely?
Secondly what I require is That when I close the ticket a response is sent
to customer telling him that his ticket is closed but with that response I
can also add the reason and details as to why I am closing the ticket
Can this be done ?
Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
www.pixsense.com
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Wednesday, October 24, 2007 1:21 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 51, Issue 44
Send otrs mailing list submissions to
otrs@otrs.org
To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
[EMAIL PROTECTED]
You can reach the person managing the list at
[EMAIL PROTECTED]
When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."
Today's Topics:
1. Installed, but can't create a user (Tuc at T-B-O-H.NET)
2. RE: iis & otrs? (G?bor Rell beltex)
3. error creating ticket from POP3 account (Peter Hoogkamer)
4. An issue (Mujtaba Karim)
5. Re: An issue (Gabriele D'Andrea)
6. one more thing (Mujtaba Karim)
----------------------------------------------------------------------
Message: 1
Date: Tue, 23 Oct 2007 15:02:32 -0400 (EDT)
From: "Tuc at T-B-O-H.NET" <[EMAIL PROTECTED]>
Subject: [otrs] Installed, but can't create a user
To: otrs@otrs.org
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset=us-ascii
Hi,
I previously put a ticket in, but it seems to have stalled...
(http://bugs.otrs.org/show_bug.cgi?id=2411)
On a fairly fresh install, I can't add a user. Instead of
bringing me to what I think should be the user input screen here :
http://otrs.org/images/screen-2.0/user.png
It gives me :
Message: Need UserID!
Traceback (1944):
Module: Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line:
49
Module: Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383
Module: Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214
Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670
Module: /opt/otrs/bin//otrs/index.pl (v1.81) Line: 47
The ticket has more info and some debug output...
Thanks, Tuc
------------------------------
Message: 2
Date: Wed, 24 Oct 2007 09:35:57 +0200
From: G?bor Rell beltex <[EMAIL PROTECTED]>
Subject: RE: [otrs] iis & otrs?
To: User questions and discussions about OTRS.org <otrs@otrs.org>
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="utf-8"
Hi!
I'm running iis 6.0. I gave the permissions to the user at the specified
folders.
And did you found anything? :)
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Monday, October 22, 2007 7:50 AM
To: otrs@otrs.org
Subject: [otrs] iis & otrs?
Hi GC!bor,
do you have checked the permissions of iusr_<machinename> ?
I had long time Troube with this error and the same symptoms like you.
Wich version of IIS you are using?
Henning
Viel oder wenig? Schnell oder langsam? Unbegrenzt surfen + telefonieren
ohne Zeit- und Volumenbegrenzung? DAS TOP ANGEBOT FCR ALLE NEUEINSTEIGER
Jetzt bei Arcor: gC<nstig und schnell mit DSL - das All-Inclusive-Paket
fC<r clevere Doppel-Sparer, nur 34,95 b, inkl. DSL- und
ISDN-GrundgebC<hr!
http://www.arcor.de/rd/emf-dsl-2
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=ttp://www.otrs.com/
------------------------------
Message: 3
Date: Wed, 24 Oct 2007 09:41:09 +0200
From: "Peter Hoogkamer" <[EMAIL PROTECTED]>
Subject: [otrs] error creating ticket from POP3 account
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset=ISO-8859-1
Hello everybody,
Since a few days I am not able to create a ticket from email picked up
by the POP3 account. When I execute POP3Master.pl it says that it
cannot handle a ticket priority of NULL and cannot create the entry in
the database.
I think the solution will be to set a default priority of 3 for
tickets that are created from mail. But I cannot seem to find where to
configure this.
I am using OTRS::ITSM 2.2.2 on Apache and Server 2003.
Thanks,
Peter
------------------------------
Message: 4
Date: Wed, 24 Oct 2007 13:03:18 +0500
From: "Mujtaba Karim" <[EMAIL PROTECTED]>
Subject: [otrs] An issue
To: <otrs@otrs.org>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"
HI I have a small issue
What I want is that when I close the ticket in OTRS! I have a screen where I
can add anything i.e reason for closing the ticket.
And ticket is closed
Right now when I go and compose a message it just sends and email and closes
the ticket
I can use customer notification for in the same email or can I have the
closed notification activated with a custom message ?
Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:[EMAIL PROTECTED]>
[EMAIL PROTECTED]
<http://www.pixsense.com/> www.pixsense.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL:
http://lists.otrs.org/pipermail/otrs/attachments/20071024/b1454625/attachmen
t-0001.html
------------------------------
Message: 5
Date: Wed, 24 Oct 2007 10:08:06 +0200
From: "Gabriele D'Andrea" <[EMAIL PROTECTED]>
Subject: Re: [otrs] An issue
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"
Can you explain? I'm sorry but I can't understand what you are looking for
Gabriele
----- Original Message -----
From: Mujtaba Karim
To: otrs@otrs.org
Sent: Wednesday, October 24, 2007 10:03 AM
Subject: [otrs] An issue
HI I have a small issue
What I want is that when I close the ticket in OTRS! I have a screen where
I can add anything i.e reason for closing the ticket.
And ticket is closed
Right now when I go and compose a message it just sends and email and
closes the ticket
I can use customer notification for in the same email or can I have the
closed notification activated with a custom message ?
Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
www.pixsense.com
----------------------------------------------------------------------------
--
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=> http://www.otrs.com/
-------------- next part --------------
An HTML attachment was scrubbed...
URL:
http://lists.otrs.org/pipermail/otrs/attachments/20071024/5d1008aa/attachmen
t-0001.html
------------------------------
Message: 6
Date: Wed, 24 Oct 2007 13:20:31 +0500
From: "Mujtaba Karim" <[EMAIL PROTECTED]>
Subject: [otrs] one more thing
To: <otrs@otrs.org>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"
HI is there a way I can insert note and that is sent to the customer????
Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:[EMAIL PROTECTED]>
[EMAIL PROTECTED]
<http://www.pixsense.com/> www.pixsense.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL:
http://lists.otrs.org/pipermail/otrs/attachments/20071024/5fbbb4bb/attachmen
t.html
------------------------------
_______________________________________________
otrs mailing list
otrs@otrs.org
http://lists.otrs.org/cgi-bin/listinfo/otrs
End of otrs Digest, Vol 51, Issue 44
************************************
------------------------------
Message: 5
Date: Wed, 24 Oct 2007 12:09:02 +0200
From: Richard Hinkamp - BeSite <[EMAIL PROTECTED]>
Subject: Re: [otrs] one more thing
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
I don't think so, I can't think of any reason why you would want that?
Richard
Mujtaba Karim wrote:
Hi I guess I am flooding in with questions please bear me
Is there a way to completely disable the lock functionality? I want
Tickets to be always unlocked...
------------------------------
Message: 6
Date: Wed, 24 Oct 2007 12:11:28 +0200
From: Richard Hinkamp - BeSite <[EMAIL PROTECTED]>
Subject: Re: [otrs] RE: otrs Digest, Vol 51, Issue 44
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
I have OTRS installed.I have different queues set up however when I close
the ticket It is locked and if I unlock it it goes to open state
Can I eliminate the lock option in OTRS completely?
When you close a ticket, it will be unlocked and will not show in queues.
Secondly what I require is That when I close the ticket a response is sent
to customer telling him that his ticket is closed but with that response I
can also add the reason and details as to why I am closing the ticket
Can this be done ?
You can sent an e-mail to the customer and set next state of the ticket
to "closed succesfull" and you've got what you want.
Richard
------------------------------
_______________________________________________
otrs mailing list
otrs@otrs.org
http://lists.otrs.org/cgi-bin/listinfo/otrs
End of otrs Digest, Vol 51, Issue 45
************************************
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=http://www.otrs.com/
ssage-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="utf-8"
Hi!
I'm running iis 6.0. I gave the permissions to the user at the specified
folders.
And did you found anything? :)
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Monday, October 22, 2007 7:50 AM
To: otrs@otrs.org
Subject: [otrs] iis & otrs?
Hi GC!bor,
do you have checked the permissions of iusr_<machinename> ?
I had long time Troube with this error and the same symptoms like you.
Wich version of IIS you are using?
Henning
Viel oder wenig? Schnell oder langsam? Unbegrenzt surfen + telefonieren
ohne Zeit- und Volumenbegrenzung? DAS TOP ANGEBOT FCR ALLE NEUEINSTEIGER
Jetzt bei Arcor: gC<nstig und schnell mit DSL - das All-Inclusive-Paket
fC<r clevere Doppel-Sparer, nur 34,95 b, inkl. DSL- und
ISDN-GrundgebC<hr!
http://www.arcor.de/rd/emf-dsl-2
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=ttp://www.otrs.com/
------------------------------
Message: 3
Date: Wed, 24 Oct 2007 09:41:09 +0200
From: "Peter Hoogkamer" <[EMAIL PROTECTED]>
Subject: [otrs] error creating ticket from POP3 account
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset=ISO-8859-1
Hello everybody,
Since a few days I am not able to create a ticket from email picked up
by the POP3 account. When I execute POP3Master.pl it says that it
cannot handle a ticket priority of NULL and cannot create the entry in
the database.
I think the solution will be to set a default priority of 3 for
tickets that are created from mail. But I cannot seem to find where to
configure this.
I am using OTRS::ITSM 2.2.2 on Apache and Server 2003.
Thanks,
Peter
------------------------------
Message: 4
Date: Wed, 24 Oct 2007 13:03:18 +0500
From: "Mujtaba Karim" <[EMAIL PROTECTED]>
Subject: [otrs] An issue
To: <otrs@otrs.org>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"
HI I have a small issue
What I want is that when I close the ticket in OTRS! I have a screen where I
can add anything i.e reason for closing the ticket.
And ticket is closed
Right now when I go and compose a message it just sends and email and closes
the ticket
I can use customer notification for in the same email or can I have the
closed notification activated with a custom message ?
Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:[EMAIL PROTECTED]>
[EMAIL PROTECTED]
<http://www.pixsense.com/> www.pixsense.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL:
http://lists.otrs.org/pipermail/otrs/attachments/20071024/b1454625/attachmen
t-0001.html
------------------------------
Message: 5
Date: Wed, 24 Oct 2007 10:08:06 +0200
From: "Gabriele D'Andrea" <[EMAIL PROTECTED]>
Subject: Re: [otrs] An issue
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"
Can you explain? I'm sorry but I can't understand what you are looking for
Gabriele
----- Original Message -----
From: Mujtaba Karim
To: otrs@otrs.org
Sent: Wednesday, October 24, 2007 10:03 AM
Subject: [otrs] An issue
HI I have a small issue
What I want is that when I close the ticket in OTRS! I have a screen where
I can add anything i.e reason for closing the ticket.
And ticket is closed
Right now when I go and compose a message it just sends and email and
closes the ticket
I can use customer notification for in the same email or can I have the
closed notification activated with a custom message ?
Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
www.pixsense.com
----------------------------------------------------------------------------
--
_______________________________________________
OTRS mailing list: otrs - Webpage
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=> http://www.otrs.com/