Re: [otrs] Auto assignement of the resposibility of the ticket

Hi Xiaoxing, via SOAP create? http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=369 -- Never 2011/7/28 Xiaoxing Meng : > Hi there, > Is it possible to assign the ticket to a owner or a resposibility > automatically when a ticket is created? > > Regards, > Xiaoxing > > > > > > > --

Re: [otrs] communicating with customers via OTRS

I downloaded all 600 some odd lines of the PDF. The explanation of what the "Empty Answer" was for didn't make sense to me so I didn't mess with it. Once someone told me what it was for in language I could understand, it actually fixed a bunch of things I hadn't asked about. Im still stumped on t

Re: [otrs] communicating with customers via OTRS

I saw the "Empty Answer" and couldn't figure out what it did. I clicked to link it to all queues and that fixed that whole issue. THANKS ! -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Kristofer Pettijohn Sent: Wednesday, July 27, 2011 3:42 PM

Re: [otrs] communicating with customers via OTRS

Dear Robert, On 28.07.2011, at 00:35, Robert Woodworth wrote: > The user sends email to otrs. The ticket is created. Now I need more info. > > If I need more info from the customer, how do I send this message and have > all the messages included in the ticket ? > I see "bounce" "forward" and 2

Re: [otrs] communicating with customers via OTRS

> The user sends email to otrs. The ticket is created. Now I need more info. > > If I need more info from the customer, how do I send this message and have > all the messages included in the ticket ? > I see "bounce" "forward" and 2 dropdowns with only 1 selection each "reply" > & "reply-all". >

[otrs] communicating with customers via OTRS

The user sends email to otrs. The ticket is created. Now I need more info. If I need more info from the customer, how do I send this message and have all the messages included in the ticket ? I see "bounce" "forward" and 2 dropdowns with only 1 selection each "reply" & "reply-all". There doesn'

Re: [otrs] making sysconfig work from web gui

The whole sysconfig tool is broken. Ive managed to find places where I can manually hack the xml to make the right things happen, but that’s not really the right way and the changes will probably get lost on the 1st reboot. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun..

Re: [otrs] making sysconfig work from web gui

I don't get a pull down box. That's the problem DASHBOARD TICKETS STATISTICS CUSTOMERS ADMIN SysConfig Result Please enter a search term to look for settings. This is how it appears on my screen. No pull down box and no search widget. Does this make the issue more clear ? Now the scary

[otrs] Auto assignement of the resposibility of the ticket

Hi there, Is it possible to assign the ticket to a owner or a resposibility automatically when a ticket is created? Regards, Xiaoxing - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail

[otrs] Users fields template

Hi there, Are there any way to have our own defined form of reference for the tickets? I want to have a reference for hardware ticket like Re.hw2, for exemple. Regards, Xiaoxing - OTRS mailing list: otrs - Webpage: http://ot

Re: [otrs] Prevent auto assign/lock

yes, tickets don't lock if you just view the ticket. And you can configure whether or not they lock if you add notes, change priorities etc; you can configure that in the SysConfig. -- Mike On Wed, Jul 27, 2011 at 15:43, Gadow, Shawn wrote: > The users have RO/Note/Priority Change permissions cu

Re: [otrs] Prevent auto assign/lock

The users have RO/Note/Priority Change permissions currently.. Does the ticket only lock when they change the priority but not when they just view a ticket? -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, July 26, 2

Re: [otrs] MediaWiki access to user database

Hi Lars, On 27.07.2011 12:30, Lars Jørgensen wrote: > > Hi, > > > > We would like to set up a MediaWiki portal for external customers. > They are already registered in OTRS. Would it be possible for > MediaWiki to authenticate against the OTRS customer database? > Theoretically, yes. You have t

[otrs] MediaWiki access to user database

Hi, We would like to set up a MediaWiki portal for external customers. They are already registered in OTRS. Would it be possible for MediaWiki to authenticate against the OTRS customer database? I realize this is not an OTRS question, but people here might have used/heard of this kind of setup

Re: [otrs] Filter ticket types for agents upon creation of tickets

On Jul 27, 2011, at 10:08 AM, nik...@iandapp.com wrote: > Hello, > > I am trying to configure so the agents only have a filtered list of ticket > types to chose from when creating a ticket. > > I want to filter the list based on what group the user belongs to. It > could probably work with sort

[otrs] Filter ticket types for agents upon creation of tickets

Hello, I am trying to configure so the agents only have a filtered list of ticket types to chose from when creating a ticket. I want to filter the list based on what group the user belongs to. It could probably work with sorting based on the queue as well I think, but that is the second option.