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
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=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
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=ZpZY
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------------------------------
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
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------------------------------
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 FC R 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
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------------------------------
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/
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------------------------------
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 --------------
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------------------------------
_______________________________________________
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 FC R 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 --------------
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------------------------------
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/
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 --------------
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------------------------------
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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...
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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
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End of otrs Digest, Vol 51, Issue 45
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ssage-ID:
<[EMAIL PROTECTED]>
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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
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------------------------------
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
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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/pla
