Hi all, I've pretty much the same question as Mujtaba Karim. We work with a small support team that is well played into each other and need the possibility to handle the same tickets, so the locking mechanism is for us not the best option.
We have looked trough all the settings, but weren't able to discover something that disables the locking completely. We solve it now by running a script on the database every minute that removes all the lock states. So we're wondering if it's possible to disable the lockstate all together? Thanks in advance, Mikhail -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gabriele D'Andrea Sent: woensdag 24 oktober 2007 12:43 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Remove lock option from tickets 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/attac hmen 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/attac hmen 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/attac hmen 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/attac hmen 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/attac hmen 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/ _______________________________________________ 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/