[otrs] Forwarding of notes
Hi, since v2.1.4 or even before, it's not possible to forward a note (agent is owner of ticket). I know that this was possible in fewer versions of OTRS. What's your experience? I reported this in http://bugs.otrs.org/show_bug.cgi?id=1200 Bye, Alex ___ 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 orr consulting for your OTRS system? => http://www.otrs.com/
RE: [otrs] Passed time
OTRS counts the over all age of the ticket. If you want to see the time spent working a ticket you have to zoom the ticket and check the accounted time. _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of daniele.otrs Sent: Wednesday, January 24, 2007 7:21 AM To: User questions and discussions about OTRS.org Subject: [otrs] Passed time When I close a TICKET the passed time continuous to increase. Why? How I can make so that the time passed firm of the TICKET at the close? Please is important Thanks! Daniele ___ 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 orr consulting for your OTRS system? => http://www.otrs.com/
RE: [otrs] Email between agents
I'm using a note or they are changing the owner of the thicket, to the other agent and they put the info/message in the body (Text box). Peter -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of remi Sent: Thursday, December 21, 2006 12:38 PM To: otrs@otrs.org Subject: [otrs] Email between agents Hi list, I'd appreciate some advice. I'm using OTRS for a support box with a staff of 4 people. This works pretty good :-) Incoming tickets can be assigned to people etc. Each agent currently also has their own webmail box, [EMAIL PROTECTED] Since some clients send support requests to the agent directly, I thought it'd be nice to include these boxes also into OTRS (using pop3). The management of e-mail the OTRS way is easier than a box full of mail via POP3 anyway ;-) Wel, I've setup the queues etc. The mail comes into the queues and this works well. Since all 4 agents have their mail in ORTS, and also the support box, what would be the best way to e-mail another agent? I mean a new ticket here, not a note to a customer ticket. Just as you would do when you wrote a new mail to a colleague using a mail client. Agents used to send mail to each other at [EMAIL PROTECTED], but when they do this with OTRS, this mail does not arrive in the queue of the particular agent, but is added to the ticket owned by the sending agent. (of course it is!) Since the sending agent usually creates this ticket from their own queue, they have to make sure to move the ticket to the queue of the receiver (and need permissions for that), change the owner to the name of the agent the message is for and also make sure the ticket isn't locked. Is this the way it is supposed to work, or is there an easier way to send mail to another agent? I'm a bit confused :-) Thanks for any help! grtx,remi ___ 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 orr 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 orr consulting for your OTRS system? => http://www.otrs.com/
RE: [otrs] Agent Notifications
I'm well aware of that though the issue is the notifications sent to the AGENT, specifically in regards to Ownership change. Such settings aren't available under the individual Agent preferences nor under Queue settings or anywhere else that I can readily find. The major issue though is the double notification an agent gets when someone assigns him ownership. Not only does he get the notice of ownership he also gets the add note notification of ownership change. This is redundant and simply mailbox clogging. I'd like to do away with one or the other of those notifications during that circumstance. /**/ Dan Hellebust Information Specialist I Administration and Finance University of Kansas 785-864-5937 [EMAIL PROTECTED] /**/ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ramziddin Artykov Sent: Wednesday, January 24, 2007 1:51 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Agent Notifications Hi Guys I'm Ramziddin.I guess I know the solution for your problem.It is possible to disable some notifications in Queue settings. Go to admin area click on QUEUE. There you will see a number of queues.Select the necessary queue and press "Change" button.On the right pane you will see queue options. Set "Customer State Notify:" or "Customer Owner Notify:" to "No" and there will not problem anymore Hopefully. Take Care. On 1/24/07, Nils Breunese (Lemonbit) <[EMAIL PROTECTED]> wrote: Dan Hellebust wrote: > We've been noticing that when an agent gets assigned as Owner of a > ticket they are getting two notifications: > > > > en::Agent::AddNote and en:Agent::OwnerUpdate > > > > Has someone found a way to disable one or the other of these > notifications for this circumstance? I'd settle for just the > AddNote notification if it isn't a simple thing to only have the > OwnerUpdate go out. +1 Nils Breunese. ___ 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 orr 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 orr consulting for your OTRS system? => http://www.otrs.com/
FW: [otrs] Re: OTRS on Windows
Can someone please help me regarding the problem below -Original Message- From: Mamakwa M. Sefiri Sent: 24 January 2007 11:28 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Re: OTRS on Windows I have Installed OTRS 2.1 on Windows XP. I need help to activate cron jobs and activate all users from the Active directory to can be able to log onto the system with their username and password. What do I user to run the commands, do I have to use command prompt? -Original Message- From: Shawn [mailto:[EMAIL PROTECTED] Sent: 11 January 2007 01:13 PM To: otrs@otrs.org Subject: [otrs] Re: OTRS on Windows Hi, Mamakwa M. Sefiri nrf.ac.za> writes: > > > > > > Hi there > > > > I had the OTRS system installed using Linix and I did not > back it up. Last week I reinstalled the system on Windows. > > > > I need to activate customer form the active Directory, get > the mails to send and receive, can some one please advise. > That question is too vague, can you be a little more spefic? Do you need support to set this up? Or, do you have a specific problem? Thanks, Shawn ___ 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 orr 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 orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] Need in more than 16 FreeText fields
Hi, All ! Please help me by answer to question : How to extend standard number (16) of FreeText fields ? ___ 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 orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] Passed time
When I close a TICKET the passed time continuous to increase. Why? How I can make so that the time passed firm of the TICKET at the close? Please is important Thanks! Daniele___ 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 orr consulting for your OTRS system? => http://www.otrs.com/
RE: [otrs] Re: OTRS on Windows
I have Installed OTRS 2.1 on Windows XP. I need help to activate cron jobs and activate all users from the Active directory to can be able to log onto the system with their username and password. What do I user to run the commands, do I have to use command prompt? -Original Message- From: Shawn [mailto:[EMAIL PROTECTED] Sent: 11 January 2007 01:13 PM To: otrs@otrs.org Subject: [otrs] Re: OTRS on Windows Hi, Mamakwa M. Sefiri nrf.ac.za> writes: > > > > > > Hi there > > > > I had the OTRS system installed using Linix and I did not > back it up. Last week I reinstalled the system on Windows. > > > > I need to activate customer form the active Directory, get > the mails to send and receive, can some one please advise. > That question is too vague, can you be a little more spefic? Do you need support to set this up? Or, do you have a specific problem? Thanks, Shawn ___ 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 orr 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 orr consulting for your OTRS system? => http://www.otrs.com/
