Hi all My company has a help desk with the queue called Agent , where the agent recieves all the ticket throughmails.depending upon the problem he sholuld transfer the ticket to other queue(department) this is my concept. so i created a Sub queue under queue(Agent) my subqueue is the department.when the agent log in to the otrs and when he tries to move the ticket ,there is subqueue(department) coming up under queue(agent) queue and sub queue are belong to diff group.
On Tue, Sep 15, 2009 at 5:30 PM, <otrs-requ...@otrs.org> wrote: > 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 > otrs-requ...@otrs.org > > You can reach the person managing the list at > otrs-ow...@otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: fetchmail job error (Rory) > 2. Re: Problem generating Notifications for Escalations > (Kaul, Sunjay) > 3. use "X-Envelope-To" header insted of "to" header (Rupp Timo) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 15 Sep 2009 10:45:13 +0100 > From: Rory <rcler...@gmail.com> > Subject: Re: [otrs] fetchmail job error > To: "User questions and discussions about OTRS." <otrs@otrs.org> > Message-ID: > <78a1e3790909150245h66184610v6a7ffe9f86d66...@mail.gmail.com> > Content-Type: text/plain; charset=windows-1252 > > It sounds like the process hung when it was running. > Check your running processes and see if it is there and how long it > has been running. > > Rory > > Support my 365 Challenge in aid of the Irish Cancer Society > > www.365challenge.ie > > > > 2009/9/15 hpsbigcat <hpsbig...@gmail.com>: > > Hi All, > > > > ?? I?m using OTRS 2.4.4 on Centos5.2.? I'v setup PostMasterMailbox.pl to > > fetch mail every 1 minute and works fine before today.? But now, the > system > > did not fetch the mail until I run "PostMasterMailbox.pl -f 1" to force > > recive them.? And I found some logs as : > > ? [Notice][Kernel::System::PID::PIDCreate] Can't create PID > > PostMasterMailbox, because it's already running ( > sample.company.com/21426)! > > > > ? Have someone to help me > > -- > > Hpstiger > > > > --------------------------------------------------------------------- > > 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 > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > > > > ------------------------------ > > Message: 2 > Date: Tue, 15 Sep 2009 15:41:18 +0530 > From: "Kaul, Sunjay" <sunjay.k...@capgemini.com> > Subject: Re: [otrs] Problem generating Notifications for Escalations > To: "otrs@otrs.org" <otrs@otrs.org> > Message-ID: > < > bb3f9f1bc3ccc945a025f27bd55a30d21a97029...@punexcms02.corp.capgemini.com> > > Content-Type: text/plain; charset="us-ascii" > > Hi, > I am using OTRS 2.4.4 with ITSM. > I have configured a queue and created a Service. The Service has an > associated SLA which is set as: > First Response: 10 min > Update: 20 min > Solution: 30 min > Customers are mapped with the Service. > > I have uncommented the Example code in GenericAgent file which generates > the Escalation notifications and the entry in the crontab reads: > */2 * * * * $HOME/bin/GenericAgent.pl >> /dev/null > > I get the notifications when the First Response time has crossed 10 minutes > (both the Escalation warning as well as the actual Escalation). After this, > I go and create a response and the update SLA resets which makes sense to > me. However, that is where my problem starts, even though, the SLA time > keeps updating, there are no more notifications. Even if I update the > ticket, I still get no notification for Solution time SLA violation. I don't > understand where I am going wrong. > Has anybody else faced this problem earlier, appreciate help > > Thanks, > Sunjay > > </PRE><p style="font-family:arial;color:grey" style="font-size:13px">This > message contains information that may be privileged or confidential and is > the property of the Capgemini Group. It is intended only for the person to > whom it is addressed. If you are not the intended recipient, you are not > authorized to read, print, retain, copy, disseminate, distribute, or use > this message or any part thereof. If you receive this message in error, > please notify the sender immediately and delete all copies of this > message.</p><PRE> > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: < > http://lists.otrs.org/pipermail/otrs/attachments/20090915/5b74f75e/attachment-0001.html > > > > ------------------------------ > > Message: 3 > Date: Tue, 15 Sep 2009 13:08:01 +0200 > From: Rupp Timo <r...@huberverlag.de> > Subject: [otrs] use "X-Envelope-To" header insted of "to" header > To: User questions and discussions about OTRS. <otrs@otrs.org> > Message-ID: > <0adbd67bd6811a4bb2144d805124714d078ddb8...@kaex1.dom.rastatt.de> > Content-Type: text/plain; charset="us-ascii" > > Hi, > > our MS Exchange server thinks it's funny to rewrite all "to" headers to the > mailbox's default mail address. However, I want to see the orinigal target > of a mail in OTRS. The original "to" is transported in a header named > "X-Envelope-To". > I fetch my mail via IMAP oder POP3. How can I configure OTRS to use the > "X-Envelope-To" instead of the "to" header? > Thx. > Timo Rupp > > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: < > http://lists.otrs.org/pipermail/otrs/attachments/20090915/f58f6000/attachment-0001.html > > > > ------------------------------ > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > End of otrs Digest, Vol 12, Issue 69 > ************************************ > -- Regards, B.Karthick.
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