[otrs] Customers and Account managers
Hi, I'm working on implementing OTRS for a technical support team. We have the following situation: We have customers. Each customer has one or more account managers. Each account manager has one or more customers. We have a tech support team. Each member can answer questions for customers coming from account managers. I have currently setup the account managers to be customer users and the support team to be agents. Now I want the tickets to contain the customers name. I would like a dropdown box in the ticket screen where I can select the customers. The data comes from a database. My question is, how do I add this field to the ticket? I thought at first to use the CustomerID field, but further reading learned me that this is the ID for the customer user itself. Is there a manual that desribes how to add a field to the ticket + screens? Grtz, Wim Fournier ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] New ticket notification
Hello! I would like to modify the way New Ticket notification works. Adding some additional conditions as to whom the notification is send, by doing some additional mysql queries. I can't seem to find any documention on how this works. Can you please point me in the right direction as to which modules defines the notification? Regards, Simon ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Eudora/OTRS CRLF/LF problem
when eudora mail client gets the message from otrs it contains some lines ending with crlf (\r\n) and some lines ending with only lf (\n) this confuses eudora and it displays the entire email as a single line can you fix otrs so that when it outputs email, the email only has one type of line endings, like only CRLF I use otrs 2.0.4 from source thank you ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] otrs@FQDN for ticket notifications
Hi All, I am looking for a place to change the default FROM: address (otrs@FQDN) for the ticket notification emails. I found a Framework.xml and a Defaults.pm file with this info in it and I changed it but it doesnt seem to have worked. Is there a web address to manage this through the gui? What do I need to do to change the from: email address, display name and signature? --- OTRS Notification Master [EMAIL PROTECTED] Hi Lee, a ticket [200511250156] is assigned to you by Chrissy. Comment: http://ammo-server.ammocomp.com/otrs/index.pl?Action=""> Your OTRS Notification Master -- Thanks, Lee Connell Field Service Technician 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.362 / Virus Database: 267.13.7/182 - Release Date: 11/24/2005 ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] otrs@FQDN for ticket notifications
Search for FQDN in sysconfig and I believe you will find a setting called "core". You can set it in there. - Original Message - From: Lee A. Connell To: otrs@otrs.org Sent: Friday, November 25, 2005 2:40 PM Subject: [otrs] otrs@FQDN for ticket notifications Hi All, I am looking for a place to change the default FROM: address (otrs@FQDN) for the ticket notification emails. I found a Framework.xml and a Defaults.pm file with this info in it and I changed it but it doesn’t seem to have worked. Is there a web address to manage this through the gui? What do I need to do to change the from: email address, display name and signature? ß--- OTRS Notification Master [EMAIL PROTECTED] Hi Lee, a ticket [200511250156] is assigned to you by "Chrissy". Comment: http://ammo-server.ammocomp.com/otrs/index.pl?Action=""> Your OTRS Notification Master -- Thanks, Lee Connell Field Service Technician 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 --No virus found in this outgoing message.Checked by AVG Free Edition.Version: 7.1.362 / Virus Database: 267.13.7/182 - Release Date: 11/24/2005 ___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport oder Consulting f|r Ihr OTRS System?= http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] OTRS 2.0 admin manual and AD integration
Hello, just a quick question. I've setup OTRS 2.0.4 for Active Directory authentication of agents. I've found instructions on how to do this in the admin manual for OTRS 1.3. Does anyone know why the chapter was removed from the 2.0 admin manual? thanks -- Luca Corti PGP Key ID 1F38C091 signature.asc Description: This is a digitally signed message part ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs-de] Freie Textfelder Permission
Hallo, wenn ich bei einem Ticket die Freie Felder editieren möchte, wird folgender Fehler erzeugt: Fehler: Sorry, the current owner is $BENUTZER Ich habe rw Rechte in der Queue? Es wird in AgentTicketFreeText.pm auf das Recht freetext geprüft und (wenn ich den Quelltext verstehe) falls ich das Recht nicht habe auf den Besitzer. Daraufhin habe ich die Option System::Permission um freetext erweitert und mir das Recht explizit gegeben. Dennoch tritt der Fehler weiterhin auf. Ist das nun ein Bug oder habe ich da ein Verständnisproblem? Gruß, Alex -- Alexander Koch, mailto: [EMAIL PROTECTED] ILK Internet GmbH, Akademiestrasse 25 - 27, D-76133 Karlsruhe Tel: +49 (0) 721 9100 0, Fax: +49 (0) 721 9100 191 http://www.ilk.net ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.de/
