Re: [otrs] What are SLA and Services?
Hello, By reading this thread, I discovered the survey module I wasn't aware of. Is seems to be very interresting for us. But there is no manual for this module. Can you explain be the basics ? "If the status is Master" => which status ? The status of what ? Where do you set this status ? Igor: how do you create forms ? You seems to know a lot of thing regarding the survey module. Can you share you experience ? Thanks and regards, Regis -Message d'origine- De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Klaus Bruno Envoyé : vendredi 23 mai 2008 07:59 À : User questions and discussions about OTRS.org Objet : Re: [otrs] What are SLA and Services? Hi Yes, exactly thats the mind. If the status is "Master" each closed ticket will sent one invitation for participating the survey. There is a parameter how often the survey is sent to the same customer in case she opens tickets more frequent. With stats "valid" no new invitations are sent out but customer can still attend already sent invitations. sysconfig -> survey -> core Survey::SendPeriod regards, Bruno -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Go Wow Sent: Friday, May 23, 2008 3:12 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] What are SLA and Services? Can these be used for customer surveys? 2008/5/23 Igor <[EMAIL PROTECTED]>: Hi ! I make some tests with Survey and I discover that is possible to create question form's with a lot of options (yesno, multiple answer, open answer, etc) Regards Igor On Wed, May 21, 2008 at 5:57 PM, Go Wow <[EMAIL PROTECTED]> wrote: > At this point also let us know what is this survey module used for ? > > 2008/5/22 Shawn Beasley <[EMAIL PROTECTED]>: >> >> Hi >> >> Craig Meirick wrote: >> > I have been looking for an explanation to what the SLA and Service >> > options do. I haven't >> > been successful in finding anything in the manual or on this list. >> > >> > I would like to be able to understand the full functionality of OTRS and >> > these options have >> > been alluding me. >> > >> > Could anybody point me in the direction of an example of what these are >> > used for and how to >> > go about using them? I have been successful in how to enable them using >> > sysconfig and >> > found them in the admin module. >> >> The quick and dirtry >> >> SLAs are assigned Services >> Customers are assigned SLAs >> >> SLAs allow you to set queue independant escalation times >> >> They will overide any queue limitations on: >> First Respons >> Update >> Solution >> >> Usually are used to distinguish between customers (A, B, C) and thier >> respective response times. The one that brings the money gets the service >> :) >> >> Hope this helped! >> >> -- >> Shawn Beasley >> >> ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg >>Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 >> http://www.otrs.com/ :: Communication with success! >> >> >> Geschäftssitz: Bad Homburg >> Amtsgericht Bad Homburg, HRB 10751 >> Steuernummer: 003/240/97521 >> >> Aufsichtsratsvorsitzender: Burchard Steinbild >> Vorstandsvorsitzender: André Mindermann >> >> >> ___ >> 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 or consulting for your OTRS system? >> > http://www.otrs.com/ > > > > -- > Those that make the rule don't play the game!! > ___ > 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 or 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 or consulting for your OTRS system? > http://www.otrs.com/ -- Those that make the rule don't play the game!! ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/p
Re: [otrs] What are SLA and Services?
Hi Yes, exactly thats the mind. If the status is "Master" each closed ticket will sent one invitation for participating the survey. There is a parameter how often the survey is sent to the same customer in case she opens tickets more frequent. With stats "valid" no new invitations are sent out but customer can still attend already sent invitations. sysconfig -> survey -> core Survey::SendPeriod regards, Bruno -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Go Wow Sent: Friday, May 23, 2008 3:12 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] What are SLA and Services? Can these be used for customer surveys? 2008/5/23 Igor <[EMAIL PROTECTED]>: Hi ! I make some tests with Survey and I discover that is possible to create question form's with a lot of options (yesno, multiple answer, open answer, etc) Regards Igor On Wed, May 21, 2008 at 5:57 PM, Go Wow <[EMAIL PROTECTED]> wrote: > At this point also let us know what is this survey module used for ? > > 2008/5/22 Shawn Beasley <[EMAIL PROTECTED]>: >> >> Hi >> >> Craig Meirick wrote: >> > I have been looking for an explanation to what the SLA and Service >> > options do. I haven't >> > been successful in finding anything in the manual or on this list. >> > >> > I would like to be able to understand the full functionality of OTRS and >> > these options have >> > been alluding me. >> > >> > Could anybody point me in the direction of an example of what these are >> > used for and how to >> > go about using them? I have been successful in how to enable them using >> > sysconfig and >> > found them in the admin module. >> >> The quick and dirtry >> >> SLAs are assigned Services >> Customers are assigned SLAs >> >> SLAs allow you to set queue independant escalation times >> >> They will overide any queue limitations on: >> First Respons >> Update >> Solution >> >> Usually are used to distinguish between customers (A, B, C) and thier >> respective response times. The one that brings the money gets the service >> :) >> >> Hope this helped! >> >> -- >> Shawn Beasley >> >> ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg >>Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 >> http://www.otrs.com/ :: Communication with success! >> >> >> Geschäftssitz: Bad Homburg >> Amtsgericht Bad Homburg, HRB 10751 >> Steuernummer: 003/240/97521 >> >> Aufsichtsratsvorsitzender: Burchard Steinbild >> Vorstandsvorsitzender: André Mindermann >> >> >> ___ >> 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 or consulting for your OTRS system? >> > http://www.otrs.com/ > > > > -- > Those that make the rule don't play the game!! > ___ > 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 or 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 or consulting for your OTRS system? > http://www.otrs.com/ -- Those that make the rule don't play the game!! ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Recently getting these errors fro OTRS :- Malformed UTF-8character (unexpected ......
Hi Mike Did you migrate from request tracker (rt3) to otrs? Is it possible, that some fragments (e.g. pop3 jobs) were sleeping in the deep of your machine and now magically awoke? regards, Bruno -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Dent Sent: Thursday, May 22, 2008 7:27 PM To: User questions and discussions about OTRS.org Subject: [otrs] Recently getting these errors fro OTRS :- Malformed UTF-8character (unexpected .. Hi, 3 days ago i noticed i started getting messages from cron daemon on my OTRS box of the form:- Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution iterator at /opt/otrs/Kernel/System/EmailParser.pm line 655, line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution iterator at /opt/otrs/Kernel/System/EmailParser.pm line 655, line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 669, line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 670, line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 671, line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 672, line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 674, line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 675, etc etc Since this time I am receiving no notifications from OTRS and no tickets are being created. I checked /var/log/messages and noticed at the time I started getting these reports from cron, the log was showing:- May 19 19:30:05 rt3 OTRS-PM3-30[14784]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (rt3.blah.local/14612) ! And every so often I get:- May 20 10:30:04 rt3 OTRS-PM3-30[30434]: [Notice][Kernel::System::PID::PIDCreate] Removed PID (PostMasterPOP3/rt3.blah.local/29415, because 1 hour old! May 20 10:40:05 rt3 OTRS-PM3-30[30620]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (rt3.blah.local/30434) I'm running otrs 2.1.7 Any pointers as what might have gone wrong? Thanks Mike ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] two problems...
Hi Shawn and Nils, Thanks for the reply! Yes I can see that the tickets are being closed successfully. See below: Filter: 'resolved' Set param 'X-OTRS-State' to 'closed successful' (Message-ID: <[EMAIL PROTECTED]>) For the ViewStatus sysconfig, I have it on, but I'm looking for something with this format: agent1 ticket1 ticket2 agent2 ticket3 agent3 ticket4 Does OTRS handle this kind of view or something similar? Thanks in advance! On Thu, May 22, 2008 at 4:09 AM, Shawn Beasley <[EMAIL PROTECTED]> wrote: > Hi, > > adrian guevara wrote: > > Hi, > > > > Sorry, I'm an otrs newb. Does anyone have any idea on how to solve the > > two problems I have? Please see below: > > > > 1. I created a filter on otrs to move a ticket's state to 'closed > > successful' when the postmaster filter receives an email with the word > > "resolved" on the body. I can see from the system logs that this is > > being done, but I can still see the ticket on the queue view. Is there > > something that I am missing out? > > > > When tickets are closed, you can only search for them. > > > 2. Is there a way to have a master view of the queues and the agents > > that they are locked to? I was looking at a feature like this so that > > other agents know what are you working on; management as well can see > > what everyone else is working on. > > Turn on Status View in the Sysconfig > > > http://doc.otrs.org/2.2/en/html/x12516.html#Ticket:Frontend::Agent::Ticket::ViewStatus > > Hope this helps! > > ((enjoy)) > > -- > Shawn Beasley > > ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg >Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 > http://www.otrs.com/ :: Communication with success! > > > Geschäftssitz: Bad Homburg > Amtsgericht Bad Homburg, HRB 10751 > Steuernummer: 003/240/97521 > > Aufsichtsratsvorsitzender: Burchard Steinbild > Vorstandsvorsitzender: André Mindermann > > > ___ > 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 or 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] What are SLA and Services?
Can these be used for customer surveys? 2008/5/23 Igor <[EMAIL PROTECTED]>: > Hi ! > > I make some tests with Survey and I discover that is possible to > create question form's with a lot of options (yesno, multiple answer, > open answer, etc) > > Regards > > Igor > > On Wed, May 21, 2008 at 5:57 PM, Go Wow <[EMAIL PROTECTED]> wrote: > > At this point also let us know what is this survey module used for ? > > > > 2008/5/22 Shawn Beasley <[EMAIL PROTECTED]>: > >> > >> Hi > >> > >> Craig Meirick wrote: > >> > I have been looking for an explanation to what the SLA and Service > >> > options do. I haven't > >> > been successful in finding anything in the manual or on this list. > >> > > >> > I would like to be able to understand the full functionality of OTRS > and > >> > these options have > >> > been alluding me. > >> > > >> > Could anybody point me in the direction of an example of what these > are > >> > used for and how to > >> > go about using them? I have been successful in how to enable them > using > >> > sysconfig and > >> > found them in the admin module. > >> > >> The quick and dirtry > >> > >> SLAs are assigned Services > >> Customers are assigned SLAs > >> > >> SLAs allow you to set queue independant escalation times > >> > >> They will overide any queue limitations on: > >> First Respons > >> Update > >> Solution > >> > >> Usually are used to distinguish between customers (A, B, C) and thier > >> respective response times. The one that brings the money gets the > service > >> :) > >> > >> Hope this helped! > >> > >> -- > >> Shawn Beasley > >> > >> ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg > >>Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 > >> http://www.otrs.com/ :: Communication with success! > >> > >> > >> Geschäftssitz: Bad Homburg > >> Amtsgericht Bad Homburg, HRB 10751 > >> Steuernummer: 003/240/97521 > >> > >> Aufsichtsratsvorsitzender: Burchard Steinbild > >> Vorstandsvorsitzender: André Mindermann > >> > >> > >> ___ > >> 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 or consulting for your OTRS system? > >> > http://www.otrs.com/ > > > > > > > > -- > > Those that make the rule don't play the game!! > > ___ > > 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 or 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 or consulting for your OTRS system? > > http://www.otrs.com/ > -- Those that make the rule don't play the game!! ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] What are SLA and Services?
Hi ! I make some tests with Survey and I discover that is possible to create question form's with a lot of options (yesno, multiple answer, open answer, etc) Regards Igor On Wed, May 21, 2008 at 5:57 PM, Go Wow <[EMAIL PROTECTED]> wrote: > At this point also let us know what is this survey module used for ? > > 2008/5/22 Shawn Beasley <[EMAIL PROTECTED]>: >> >> Hi >> >> Craig Meirick wrote: >> > I have been looking for an explanation to what the SLA and Service >> > options do. I haven't >> > been successful in finding anything in the manual or on this list. >> > >> > I would like to be able to understand the full functionality of OTRS and >> > these options have >> > been alluding me. >> > >> > Could anybody point me in the direction of an example of what these are >> > used for and how to >> > go about using them? I have been successful in how to enable them using >> > sysconfig and >> > found them in the admin module. >> >> The quick and dirtry >> >> SLAs are assigned Services >> Customers are assigned SLAs >> >> SLAs allow you to set queue independant escalation times >> >> They will overide any queue limitations on: >> First Respons >> Update >> Solution >> >> Usually are used to distinguish between customers (A, B, C) and thier >> respective response times. The one that brings the money gets the service >> :) >> >> Hope this helped! >> >> -- >> Shawn Beasley >> >> ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg >>Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 >> http://www.otrs.com/ :: Communication with success! >> >> >> Geschäftssitz: Bad Homburg >> Amtsgericht Bad Homburg, HRB 10751 >> Steuernummer: 003/240/97521 >> >> Aufsichtsratsvorsitzender: Burchard Steinbild >> Vorstandsvorsitzender: André Mindermann >> >> >> ___ >> 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 or consulting for your OTRS system? >> => http://www.otrs.com/ > > > > -- > Those that make the rule don't play the game!! > ___ > 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 or 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Queues organization
Hi, Can someone explain me the advantages of using a tree of queues (using subqueues) instead of using a flat structure (no subqueues). Thanks! ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Recently getting these errors fro OTRS :- Malformed UTF-8 character (unexpected ......
Hi,3 days ago i noticed i started getting messages from cron daemon on my OTRS box of the form:- Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution iterator at /opt/otrs/Kernel/System/EmailParser.pm line 655, line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution iterator at /opt/otrs/Kernel/System/EmailParser.pm line 655, line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 669, line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 670, line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 671, line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 672, line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 674, line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 675, etc etc Since this time I am receiving no notifications from OTRS and no tickets are being created. I checked /var/log/messages and noticed at the time I started getting these reports from cron, the log was showing:- May 19 19:30:05 rt3 OTRS-PM3-30[14784]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (rt3.blah.local/14612) ! And every so often I get:- May 20 10:30:04 rt3 OTRS-PM3-30[30434]: [Notice][Kernel::System::PID::PIDCreate] Removed PID (PostMasterPOP3/rt3.blah.local/29415, because 1 hour old! May 20 10:40:05 rt3 OTRS-PM3-30[30620]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (rt3.blah.local/30434) I'm running otrs 2.1.7 Any pointers as what might have gone wrong? Thanks Mike ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Configuring Responses
nah nah he's rite. Forget what I said. 2008/5/22 <[EMAIL PROTECTED]>: > Quoting Go Wow <[EMAIL PROTECTED]>: > > As I said, that was the first thing I tried. In admin>>responses>>empty > response, the "Response" field is empty -- there is nothing in it. If that > doesn't mean "empty response", what does? > > > > > You can achieve it by going to admin>> responses and selecting the "empty >> response" and editing it. >> >> 2008/5/22 <[EMAIL PROTECTED]>: >> >> When an agent uses an emtpy response with the default config, it gets >>> formatted like this - >>> >>> >>> >>> >>> >>> I want to move the body of the original mail up and put the original mail >>> at the very bottom, so that an agent answering a ticket with an empty >>> response sees this -- >>> >>> >>> >>> >>> >>> I don't see how to rearrange that in the config options for Salutation, >>> Signature, or Response. Any help is appreciated. >>> >>> >>> This message was sent using IMP, the Internet Messaging Program. >>> >>> >>> ___ >>> 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 or consulting for your OTRS system? >>> => http://www.otrs.com/ >>> >>> >> >> >> -- >> Those that make the rule don't play the game!! >> >> > > > > This message was sent using IMP, the Internet Messaging Program. > > -- Those that make the rule don't play the game!! ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Allow Multiple Techs to edit Events
I work for a very small tech company. This system looks awesome, except I need the system to allow the techs to view and put appointment's events on each others calender. Does OTRS allow that? I looked, but did not find and option for that. ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Configuring Responses
Quoting Go Wow <[EMAIL PROTECTED]>: As I said, that was the first thing I tried. In admin>>responses>>empty response, the "Response" field is empty -- there is nothing in it. If that doesn't mean "empty response", what does? You can achieve it by going to admin>> responses and selecting the "empty response" and editing it. 2008/5/22 <[EMAIL PROTECTED]>: When an agent uses an emtpy response with the default config, it gets formatted like this - I want to move the body of the original mail up and put the original mail at the very bottom, so that an agent answering a ticket with an empty response sees this -- I don't see how to rearrange that in the config options for Salutation, Signature, or Response. Any help is appreciated. This message was sent using IMP, the Internet Messaging Program. ___ 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 or consulting for your OTRS system? => http://www.otrs.com/ -- Those that make the rule don't play the game!! This message was sent using IMP, the Internet Messaging Program. ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Configuring Responses
That did it. Thanks, Bruno! Quoting Klaus Bruno <[EMAIL PROTECTED]>: Hi "noname" You can change the order of the textblocks in sysconfig -> Frontend::Agent::Ticket::ViewCompose Ticket::Frontend::ResponseFormat regards, Bruno -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Thursday, May 22, 2008 5:19 PM To: otrs@otrs.org Subject: [otrs] Configuring Responses When an agent uses an emtpy response with the default config, it gets formatted like this - I want to move the body of the original mail up and put the original mail at the very bottom, so that an agent answering a ticket with an empty response sees this -- I don't see how to rearrange that in the config options for Salutation, Signature, or Response. Any help is appreciated. This message was sent using IMP, the Internet Messaging Program. ___ 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 or 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 or consulting for your OTRS system? => http://www.otrs.com/ This message was sent using IMP, the Internet Messaging Program. ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Configuring Responses
Hi "noname" You can change the order of the textblocks in sysconfig -> Frontend::Agent::Ticket::ViewCompose Ticket::Frontend::ResponseFormat regards, Bruno -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Thursday, May 22, 2008 5:19 PM To: otrs@otrs.org Subject: [otrs] Configuring Responses When an agent uses an emtpy response with the default config, it gets formatted like this - I want to move the body of the original mail up and put the original mail at the very bottom, so that an agent answering a ticket with an empty response sees this -- I don't see how to rearrange that in the config options for Salutation, Signature, or Response. Any help is appreciated. This message was sent using IMP, the Internet Messaging Program. ___ 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 or 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Inverted From/To fields between phone and e-mail tickets
Hello everybody, While writing the documentation for our future users, I've just noticed that "From" and "To" fields are inverted in Phone-ticket and E-mail ticket forms. Phone ticket: From: enter the customer To: enter the queue E-mail ticket: From: enter the queue To: enter the customer It could be so easyer to label "Queue" the field in which you enter the queue and "Customer" the field in which you enter the customer. I tryed to do that with the translation files, but since the meaning of "From" and "To" is confused, the result is not what I expected. Any comment on this ? Régis OTRS 2.2.5 + ITSM 1.0.2 ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] How do I migrate OTRS from Windows to Linux?
I was wondering if anyone has a how-to or a list of steps to follow when migrating OTRS from Windows to Linux. I've tried once unsuccessfully. I've currently got a working OTRS 2.2.6 system running on windows. It was installed with the win32 installer available on www.otrs.org. My target system is Ubuntu 8.04. I'm no linux expert but I can figure out enough to get myself in trouble. On my first attempt, I installed mysql-server, mysql-client, and otrs2_2.0.4p01-18_all.deb. Then I copied all the var/articles over, copied the entire contents of the mysql/data folders (yes this is probably a bad idea, but since the machine is dedicated to otrs I didn't see any need to preserve anything), and the kernel/config.pm and kernel/config folder. Then I manually edited config.pm to change the "c:\" paths to /usr/share/otrs. After restarting mysql, I was able to access the otrs database with the otrs account and password without a problem, but I started getting file-system permission errors trying to access /var/lib/otrs/article when i fired up otrs... this is where I started getting confused, because the application runs in apache2 as www-data but the files and directories are all owned by otrs:www-data.. it seemed to me that it ought to be running with suexec as otrs, but that was beyond the scope of my understanding. Instead I tried granting www-data write permission to the var/articles directories. That got around the permission problem, and I'm able to reach the otrs logon page but it wont accept my credentials. I think I just totally borked this entire setup so I think I need to start fresh with some step by step documentation. If anyone can provide some assistance or some step by step instructions I would greatly appreciate it! Thanks ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Configuring Responses
You can achieve it by going to admin>> responses and selecting the "empty response" and editing it. 2008/5/22 <[EMAIL PROTECTED]>: > When an agent uses an emtpy response with the default config, it gets > formatted like this - > > > > > > I want to move the body of the original mail up and put the original mail > at the very bottom, so that an agent answering a ticket with an empty > response sees this -- > > > > > > I don't see how to rearrange that in the config options for Salutation, > Signature, or Response. Any help is appreciated. > > > This message was sent using IMP, the Internet Messaging Program. > > > ___ > 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 or consulting for your OTRS system? > => http://www.otrs.com/ > -- Those that make the rule don't play the game!! ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Configuring Responses
When an agent uses an emtpy response with the default config, it gets formatted like this - I want to move the body of the original mail up and put the original mail at the very bottom, so that an agent answering a ticket with an empty response sees this -- I don't see how to rearrange that in the config options for Salutation, Signature, or Response. Any help is appreciated. This message was sent using IMP, the Internet Messaging Program. ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Auto-Reply not working
Hello everybody :-)
I'm using OTRS 2.2.6 and my Auto-Reply isn't working.. there's no
requests to my smtp server but the ticket was created fine.
I'm using LDAP as Customer Database, but I guess this is working
fine.. because the ticket is correctly assigned from database.
And I'm using PostmasterMailAccount package to download mail's from
server (because I'm using a google account and I need to connect with
SSL)
Thu May 22 10:57:59 2008notice OTRS-CGI-10
Response::Agent: 0s taken
(URL:ActionminLog:IgorMacedo)
Thu May 22 10:57:57 2008notice OTRS-PMMA-10Fetched 2 email(s) from
[EMAIL PROTECTED]@pop.gmail.com.
Thu May 22 10:57:57 2008notice OTRS-PMMA-10New Ticket
[200805221023/Testing auto-re] created
(TicketID,Queue=Projetos,Priority=3 normal,State=new)
Thu May 22 10:57:57 2008notice OTRS-PMMA-10Take UserCustomerID
(IgorMacedo) from customer source backend based on
([EMAIL PROTECTED]).
Thu May 22 10:57:57 2008notice OTRS-PMMA-10Take UserLogin
(IgorMacedo) from customer source backend based on
([EMAIL PROTECTED]).
Thu May 22 10:57:48 2008notice OTRS-CGI-10
Response::Agent: 0s taken
(URL:ActionminLog:IgorMacedo)
On my Kernel/Config.pm I got:
# Sendmail over SMTP
$Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self->{'SendmailModule::Host'} = 'localhost';
$Self->{'SendmailModule::Port'} = '25';
$Self->{'SendmailModule::AuthUser'} = '';
$Self->{'SendmailModule::AuthPassword'} = '';
And this queues are enabled in Auto Responses <-> Queue
[ Queue <-> Auto Responses Management ]
Options
Queue Auto Responses
Estoque * default reply (after new ticket has been created)
(auto reply/new ticket)
Ocorrências * default reply (after new ticket has been created)
(auto reply/new ticket)
Projetos* default reply (after new ticket has been created)
(auto reply/new ticket)
TI (Tecnologia) * default reply (after new ticket has been created)
(auto reply/new ticket)
Vendas * default reply (after new ticket has been created)
(auto reply/new ticket)
Thanks for any help !
Regards,
Igor
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[otrs] Auto-Reply not working
Hello everybody :-)
I'm using OTRS 2.2.6 and my Auto-Reply isn't working.. there's no
requests to my smtp server but the ticket was created fine.
I'm using LDAP as Customer Database, but I guess this is working
fine.. because the ticket is correctly assigned from database.
And I'm using PostmasterMailAccount package to download mail's from
server (because I'm using a google account and I need to connect with
SSL)
Thu May 22 10:57:59 2008notice OTRS-CGI-10 Response::Agent: 0s
taken
(URL:Action=AdminLog:IgorMacedo)
Thu May 22 10:57:57 2008notice OTRS-PMMA-10Fetched 2 email(s) from
[EMAIL PROTECTED]@pop.gmail.com.
Thu May 22 10:57:57 2008notice OTRS-PMMA-10New Ticket
[200805221023/Testing auto-re] created
(TicketID=11,Queue=Projetos,Priority=3 normal,State=new)
Thu May 22 10:57:57 2008notice OTRS-PMMA-10Take UserCustomerID
(IgorMacedo) from customer source backend based on
([EMAIL PROTECTED]).
Thu May 22 10:57:57 2008notice OTRS-PMMA-10Take UserLogin
(IgorMacedo) from customer source backend based on
([EMAIL PROTECTED]).
Thu May 22 10:57:48 2008notice OTRS-CGI-10 Response::Agent: 0s
taken
(URL:Action=AdminLog:IgorMacedo)
On my Kernel/Config.pm I got:
# Sendmail over SMTP
$Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self->{'SendmailModule::Host'} = 'localhost';
$Self->{'SendmailModule::Port'} = '25';
$Self->{'SendmailModule::AuthUser'} = '';
$Self->{'SendmailModule::AuthPassword'} = '';
Attached is my Auto Responses <-> Queue
Thanks for any help !
Regards,
Igor
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[otrs] OTRS New customer creation
Hi, Is there a way of automatically creating a new customer account for the customer when a new email ticket is received and opened in a queue? Regards, Tonio No virus found in this outgoing message. Checked by AVG. Version: 7.5.524 / Virus Database: 269.23.16/1448 - Release Date: 16/05/2008 19:42 ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Time Units
Nils Breunese (Lemonbit) wrote: > Aysel Pamuk wrote: > >> What isTime units (work units) used for? > > Some people like to use hours as a unit for time worked, others minutes, > etc. > Something that I am not figure it out, is the way to retrieve that ours. That is, in the end of the month I would like to get the total work units for a given client. Is there any way of doing it? Paulo Abreu -- ClusterCube, Lda. signature.asc Description: OpenPGP digital signature ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Time Units
Aysel Pamuk wrote: What isTime units (work units) used for? Some people like to use hours as a unit for time worked, others minutes, etc. 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Time Units
What isTime units (work units) used for? 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Updating CustomerCompany does not update.
Hello, I'm updating a CustomerCompany, otrs popups a successful message (and system log), but nothing is changed. I'm using otrs 2.2.4; could someone point me a way to investigate this? Wed May 21 15:57:06 2008notice OTRS-CGI-10 CustomerCompany: 'HighBrand/3' updated successfully (3)! Wed May 21 15:56:31 2008notice OTRS-CGI-10 CustomerCompany: 'HighBrand/3' updated successfully (3)! Wed May 21 15:56:19 2008notice OTRS-CGI-10 CustomerCompany: 'HighBrand/3' updated successfully (3)! signature.asc Description: OpenPGP digital signature ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Need Help on Reporting ???
Additionally, I am good at PHP but poor at Perl. Can I have one more icon near the top listed near admin or Faqs or Stats named " Report". Whenever I click on that, a PHP page will fetch report page pertaining to directly retrieval from mySQL database. Is it possible? Pls Suggest. From: Singh Raina, Ajeet Sent: Thursday, May 22, 2008 12:24 PM To: 'otrs@otrs.org' Subject: Need Help on Reporting ??? I am very fascinated with Overall OTRS Features Except One .Very Amazed at its Reporting Features. I need a report to be generated for Calls Opened , Calls Closed, Engineers undertaken the Tickets, Description regarding SLA etc. I can see the SQL Box is there but just entering query into SQL Box wnt do for me.I want an Icon to be placed at the top left on clicking of which will generate Reports. Any Idea How it gonna be possible. Pls Reply. Ajeet This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Ticket reminders on closed tickets
Hi, I have an issue here with tickets that are in a closed state, but a reminder is being sent via mail to the agent. All tickets have had a reminder set and were (and are) in closed status. The tickets do not appear in any queue or in the locked tickets. When I click on the link in the reminder I can see that the ticket is closed successful and in normal state. If I now lock it again and close it, it will send another reminder in a couple of days. Anyone any idea? Am I forgetting to run a cron job or something? Regards, Arnold Ligtvoet ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Report Generation..
I want a REPORT Generation for Escalated Ticket grouped by Agents and further details of Ticket number and ticket Details plus Raised Username, Raised By, Raised Date. Pls Help This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. 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 or consulting for your OTRS system? => http://www.otrs.com/
