Dear mister de Pauw, Thank you for your reply. When I create a ticket from the customer website, the customer can choose in which queue it must be placed. At the moment we have 3 different queues. One "main" queue intended for all tickets to be placed in and 2 "sub" queues under the "main" queue. I want only the administrators to be able to move the tickets from the "main" queue to the "sub" queues. When I ask the customer to send an email to our OTRS system, a ticket is created, and the customer get's an email with the new ticket number and some info. That response comes from an auto response on the "main" queue (call it queue A) and the agent (me) also gets an email, but that email comes from the "notification" (en::Agent::NewTicket). When the customer however creates the ticket from the customer.pl website, it can choose which queue to place it in (I don't want that. How can I set-up that all new tickets from the website are automatically put in the "main" queue?). When it places it in the "main" queue, everything works fine, but if they put it in one of the "sub" queues (call it queue A1), the customer gets an auto response from that queue, but the agent gets no notification email. Does the "en::Agent::NewTicket" notification only work on the "main" queue and not on a "sub" queue?
Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast -----Oorspronkelijk bericht----- Van: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Namens otrs-requ...@otrs.org Verzonden: maandag 26 april 2010 14:00 Aan: otrs@otrs.org Onderwerp: otrs Digest, Vol 19, Issue 90 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: Sort of ticket : how to identify phone tickets? (Martignier, Philippe) 2. Re: customer ticket question (Arthur de Pauw) 3. Re: No notification after creating ticket through web request (Arthur de Pauw) ---------------------------------------------------------------------- Message: 1 Date: Mon, 26 Apr 2010 11:28:15 +0200 From: "Martignier, Philippe" <philippe.martign...@wipo.int> Subject: Re: [otrs] Sort of ticket : how to identify phone tickets? To: "'otrs@otrs.org'" <otrs@otrs.org> Message-ID: <6f31dc7ebc4465428db5706f309dbb13065ad03...@iccv101c.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Thanks Anton, But I find that a bit strange, cause it is quite explicit how to create different types of ticket, the stats module should be able to provide this info ... in my point of view .) Cheers Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. ------------------------------ Message: 2 Date: Mon, 26 Apr 2010 12:04:18 +0200 From: Arthur de Pauw <arthur.dep...@gmail.com> Subject: Re: [otrs] customer ticket question To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <r2yeb161f11004260304x25c45cc8x55e620ae635ce...@mail.gmail.com> Content-Type: text/plain; charset="windows-1252" Maybe your agents have put the tickets in a queue where the customers don't have access? bests arthur On Fri, Apr 23, 2010 at 4:12 PM, Garren McKelvey <gmckel...@roomlinx.com>wrote: > Hello, > > > > I?m trying to set up the customer login section of OTRS. I have > customer accounts and I can log in with them. My concern is that they > cannot see any agent created tickets. > > > > When agent tickets are made, the customerID code is put into the > ticket automatically, and I have verified that the customerID code > that is created and is accurate to the customer. But when I log in as > the customer I can only see tickets that I created as the customer. Not as > the agent. > > > > Does anyone have any idea what I may be doing wrong? > > > > -Garren McKelvey > > --------------------------------------------------------------------- > 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/ > -- cheers, arthur -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100426/479ba9b7/attachment-0001.html> ------------------------------ Message: 3 Date: Mon, 26 Apr 2010 12:05:49 +0200 From: Arthur de Pauw <arthur.dep...@gmail.com> Subject: Re: [otrs] No notification after creating ticket through web request To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <h2reb161f11004260305t268bfc02gb631d58570fd3...@mail.gmail.com> Content-Type: text/plain; charset="windows-1252" Maybe the ticket is not created in the same queue when you send a mail or when you create it with the web interface? If so, please check your auto-reply settings for both queues. These need to be set per queue. bests arthur On Fri, Apr 23, 2010 at 4:25 PM, Erik van Ast <erik.van....@suzohapp.nl>wrote: > Dear all, > > > > We have set up OTRS 2.4.7 on Open Suse 11 and everything seems to work > fine, except for one thing. > > When a customer creates a new ticket by sending an email to our OTRS > system, the customer gets a confirmation email with the Ticket# and > the new ticket is created by the system (we as agents also get an > email). When the customer however creates a new ticket by using the > customer.pl website, the ticket is created, but the agent and the > customer don?t receive a notification of the new ticket by email. > > Does anyone have an idea? > > Kind regards, > > Erik > > --------------------------------------------------------------------- > 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! 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