Re: [otrs] otrs-incoming mails from mail server are not storing in orts database
You don't need fetchmail ! (or just in the case if you want store the mails in a local mailbox, but it's totally unnecessary). 1. for receiving emails (POP3, IMAP, etc.): You can set up fetchmail like accounts in OTRS at: Admin - PostMaster Mail Account - Add You can specify a lot's of them here ... 2. for sending emails (SMTP): Admin - Sysconfig - Framework (group) - Core::Sendmail Hope it helps ... HI am using otrs 2.4 I configured smtp server and using fetchmail i'm, trying to fetch mail from mail server.as result am fetching mail from mail server,but i dont know where that mails are storing,its not storing in otrs database also..anyone can provide me the solution. - 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/
[otrs] Error: After Upgrade from 2.3.4 to 2.4.4 - Event based Notification does not work
Hey, I have a problem with my OTRS 2.4.4. I had a test system running with otrs 2.4.3 and event based notifications. No problems in this version. After that I updated my production system with the otrs 2.4.4 version. Now I have a problem, cause the event based notification does´t work for me. I discussed this issue in the german otrs list and the only event which is working for me and for some other ppl ist the 'TicketCreate' event. Can anybody held me out with a work around to get the event based notifications to work? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489- 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/
[otrs] Merge tickets with Customer
Dear all, I used merge for new ticket with the old ticket. But the customer can't see old ticket . I want to let new customer can see their answer in the old ticket when their ticket is merged. Please help me to solve this issue . Best regards, Huu Hien - 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/
[otrs] Dashboard showing closed tickets
On the dashboard, escalated tickets show old tickets that have been merged. The parent ticket has been closed, so it should not be seen. I don't know if this is a bug since upgrading to 2.4.4, or from a configuration change. Anyone else seen something like this? Also, the time shows up as hours instead of days. example: 342508 hours :( Kind Regards, Andrew Glossop - 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/
Re: [otrs] Error: After Upgrade from 2.3.4 to 2.4.4 - Event based Notification does not work
See the earlier threads. Also view this bug details. The ticket.pm patch available for this bug fix should solve the issue http://bugs.otrs.org/show_bug.cgi?id=4257 Thanks and Regards, Lokesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of m...@timocom.com Sent: Monday, September 14, 2009 12:18 PM To: otrs@otrs.org Subject: [otrs] Error: After Upgrade from 2.3.4 to 2.4.4 - Event based Notification does not work Hey, I have a problem with my OTRS 2.4.4. I had a test system running with otrs 2.4.3 and event based notifications. No problems in this version. After that I updated my production system with the otrs 2.4.4 version. Now I have a problem, cause the event based notification does´t work for me. I discussed this issue in the german otrs list and the only event which is working for me and for some other ppl ist the 'TicketCreate' event. Can anybody held me out with a work around to get the event based notifications to work? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 - 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/
[otrs] Multiple email addresses for a customer
Is it possible to have multiple email addresses for a customer? Either that, or be able to specify a different ReplyTo email address. I want to be able to answer tickets from an automated system. Our ERP system generates emails, which are received by OTRS. When we respond to the ticket, the response needs to go to a human though. I tried using postmaster filter to assign the CustomerID, but that didn't work. Maybe there's a trick to enabling postmaster filtering. At the moment I'm using generic agent to move queue, and change the CustomerID. That works. But when agents answer the ticket, the reply goes to the ERP system. Is there a way to correct that, or force the system to reply to the customer? Kind Regards, Andrew Glossop - 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/
[otrs] Forward a ticket - default is to close the ticket
is it possible to change this behaviour. when I forward a ticket, I almost always don't want to close the ticket. is there a configuration option to change this, or do I need to hack the code? Kind Regards, Andrew Glossop - 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/
[otrs] How to set responsible for e-mail ticket
Hello, I have a question, is there a possibility to manually set the responsible of a e-mail ticket in otrs 2.4.4? Our user helpdesk is advised to set the responsible technican as a ticket is statet in our ticket system, but this feature is missing. I don´t know how to enable a drop down menu or something to enable this feature. Can someone help me out ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489- 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/
[otrs] otrs:problem in recieving mail
...ok (v2.110) o MIME::Base64...ok (v3.07_01) o Mail::Internet.ok (v2.04) o MIME::Toolsok (v5.427) o Net::DNS...ok (v0.63) o Net::POP3..ok (v2.29) o Mail::POP3Client...ok (v2.18 ) o IO::Socket::SSL.ok (v1.18) o Net::IMAP::Simple..ok (v1.17) o Net::IMAP::Simple::SSL..ok (v1.3) o Net::SMTP..ok (v2.31) o Authen::SASLok (v2.12) o Net::SMTP::SSL..ok (v1.01) o Net::LDAP..ok (v0.39) o GD.ok (v2.39) o GD::Textok (v0.86) o GD::Graph...ok (v1.44) o GD::Graph::linesok (v1.15) o GD::Text::Align.ok (v1.18) o PDF::API2..failed!!! Version 0.72.003 not supported! This version is broken and not useable, please upgrade to a higher version! o SOAP::Lite.ok (v0.710.08) o XML::Parserok (v2.36) Aquiles Cohen.- Homepage : http://aqcohen.blogspot.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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/ -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20090913/e4aee2cf/attachment-0001.html -- Message: 3 Date: Mon, 14 Sep 2009 08:15:49 +0200 From: Kovacs Krisztian kovacs.kriszt...@generalmedia.hu Subject: Re: [otrs] otrs-incoming mails from mail server are not storing in orts database To: User questions and discussions about OTRS. otrs@otrs.org Message-ID: 602522492.20090914081...@generalmedia.hu Content-Type: text/plain; charset=iso-8859-1 You don't need fetchmail ! (or just in the case if you want store the mails in a local mailbox, but it's totally unnecessary). 1. for receiving emails (POP3, IMAP, etc.): You can set up fetchmail like accounts in OTRS at: Admin - PostMaster Mail Account - Add You can specify a lot's of them here ... 2. for sending emails (SMTP): Admin - Sysconfig - Framework (group) - Core::Sendmail Hope it helps ... HI am using otrs 2.4 I configured smtp server and using fetchmail i'm, trying to fetch mail from mail server.as result am fetching mail from mail server,but i dont know where that mails are storing,its not storing in otrs database also..anyone can provide me the solution. -- Message: 4 Date: Mon, 14 Sep 2009 08:47:33 +0200 From: m...@timocom.com Subject: [otrs] Error: After Upgrade from 2.3.4 to 2.4.4 - Event based Notification does not work To: otrs@otrs.org Message-ID: of25e7e841.cc7e9f4c-on00257631.0024f242-c1257631.00255...@timocom.com Content-Type: text/plain; charset=iso-8859-1 Hey, I have a problem with my OTRS 2.4.4. I had a test system running with otrs 2.4.3 and event based notifications. No problems in this version. After that I updated my production system with the otrs 2.4.4 version. Now I have a problem, cause the event based notification does?t work for me. I discussed this issue in the german otrs list and the only event which is working for me and for some other ppl ist the 'TicketCreate' event. Can anybody held me out with a work around to get the event based notifications to work? Mit freundlichen Gr??en / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 D?sseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Gesch?ftsf?hrer: Jens Thiermann, Gunther Matzaitis Amtsgericht D?sseldorf, HRB 34489 -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20090914/a61d9ea4/attachment-0001.html -- Message: 5 Date: Mon, 14 Sep 2009 14:47:00 +0700 From: Hien HUYNH HUU hien...@sbsc.com.vn Subject: [otrs] Merge tickets with Customer To: otrs@otrs.org otrs@otrs.org Message-ID: b77164f11bd5fb4d89898c1b497a7318136a3ce...@mail-srv.sbsc.com.vn
Re: [otrs] otrs:problem in recieving mail
You don't need fetchmail for OTRS!!! (You can use it, but it's nothing to do with OTRS.) Just use the built-in mail account feature of OTRS. eg. Use the data which your internet provider is given to you. And please, don't include the whole dialy digest in your mail ! Greets Krisz - HI all/ i have installed otrs sucessfully.and i have a mail server with real domain. i want to fetch the mail from that domain. so i configured PostMasterMailAccount i have give the username and password of my mail server TYPE:POP3 username:support password:** Host:10.20.30.7 now as per the doccument i copied the .fetchmailrc.dist to .fetclmail.rc poll 10.20.30.7 protocol POP3 user support password * is sujeet then i set the file permission as chmod 710 .fetchmailrc. when i execute fetchmail -a command it showing error as fetchmail:no mailservers has been specified pls help me... am literally going mad because of this my domain is :lifespring.in and sujeet is a user in otrs and he belongs to a queue(Agent) he has admin rights also` when people sends mail to supp...@lifespring.in using fetchmail i should fetch that mails and it should comes to otrs user(sujeet) . - 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/
Re: [otrs] Fw: perl migration script help
Many thanks for your help Rory... silly I should have thought of trying that. Got it working using command line anyways, thanks again! From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 11/09/2009 18:59 Subject: Re: [otrs] Fw: perl migration script help Sent by: otrs-boun...@otrs.org MySQL thinks the DBUpdate-to-2.4.pl is an sql file and is trying to run it as such. Its not qsl rho so that's why you're getting the error in you SQL syntax response. You need to run the file from the command line. Try this, perl DBUpdate-to-2.4.pl You might need to use the full path to the perl.exe if its not in your path. Once that's run log back into your mysql and run the DBUpdate-to-2.4-post.mysql.sql the same as the first .sql script. Hopefully that will get the DB updated for you. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Emily Flynn emily.fl...@zurichbank.com Hiya, Thanks a million for your reply.. I'm still having a problem and I suspect it is to do with something else. Here is what I input into MySQL Query Browser, logged in as root to otrs: use otrs; source C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl; and this is what I get no matter what I type in.. You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl' at line 1 I have tried a couple of variations on the code but still no luck :( Emily From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 11/09/2009 14:45 Subject: Re: [otrs] Fw: perl migration script help Sent by: otrs-boun...@otrs.org Hi, Yes, $HOME_OTRS should be the full path to the OTRS directory. On my windows machine this is C:\Program Files\OTRS\OTRS You could either use quotation marks around the entire path e.g. source C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.mysql.sql; The perl script should run just fine as you have to have a perl interpreter to run otrs in the first place. I'm not sure if it will work on Windows tho as I think the upgrade scripts were written for Linux based machines. Take it easy, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Emily Flynn emily.fl...@zurichbank.com Sorry, just bumping this... really need the help! Hiya, Sorry I'm doing this on an XP box just to test the upgrade process... prod box is on Windows Server 2003. I am using MySQL Query Browser to run these scripts, I log into it using root, and then I can browse to the actual SQL script to run that and that is ok... But as far as the Perl script goes, I don't know what to do with that as MySQL Query Browser won't run Perl... and I have no Perl experience so am really not sure how to go about it! On a side... below where you write source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; do you mean me to paste that directly into the browser or do I amend $HOME_OTRS to the actual path, and if so, what it the best way to write this, i.e, the 'program files' bit? Apologies for my silly questions and thanks. Emily m...@timocom.com Sent by: otrs-boun...@otrs.org 09/09/2009 17:55 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] perl migration script help Hey, just login into your mysql as 'root' and then do the following. use otrs; source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; source $HOME_OTRS/scripts/DBUpdate-to-2.4.pl; Here you´ll get some error´s just ignore them and go on with the following command. source $HOME_OTRS/scripts/DBUpdate-to-2.4-post.mysql.sql; Then you can quit from mysql and restart the services. Now just login into your OTRS System with an administrators account, go to the Admin panel and click on the sysconfig. Have fun ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Emily Flynn ---09.09.2009 18:48:07---Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to From: Emily Flynn emily.fl...@zurichbank.com To: otrs@otrs.org Date: 09.09.2009 18:48 Subject: [otrs] perl migration script help Sent by: otrs-boun...@otrs.org Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to do for
[otrs] begginers question - what ticket locking is?
Hello, I'm begginer in otrs, moving from request tracker. I have problems with concept of locking tickets - what it is for? how typical workflow with locking should be? It seems that locked tickets disappears from queue and only person who locked it can see it. It's not what I need (or I think it's not :) - I want all agents see all tickets, and especially bosses of agnet to see what's going on with all tickets. Cheers --- Grzegorz Marszałek gr...@post.pl - 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/
Re: [otrs] Fw: perl migration script help
Great news! Glad I could help :) Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/14 Emily Flynn emily.fl...@zurichbank.com Many thanks for your help Rory... silly I should have thought of trying that. Got it working using command line anyways, thanks again! From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 11/09/2009 18:59 Subject: Re: [otrs] Fw: perl migration script help Sent by: otrs-boun...@otrs.org -- MySQL thinks the DBUpdate-to-2.4.pl is an sql file and is trying to run it as such. Its not qsl rho so that's why you're getting the error in you SQL syntax response. You need to run the file from the command line. Try this, perl DBUpdate-to-2.4.pl You might need to use the full path to the perl.exe if its not in your path. Once that's run log back into your mysql and run the DBUpdate-to-2.4-post.mysql.sql the same as the first .sql script. Hopefully that will get the DB updated for you. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Emily Flynn emily.fl...@zurichbank.com Hiya, Thanks a million for your reply.. I'm still having a problem and I suspect it is to do with something else. Here is what I input into MySQL Query Browser, logged in as root to otrs: use otrs; source C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl; and this is what I get no matter what I type in.. You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl' at line 1 I have tried a couple of variations on the code but still no luck :( Emily From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 11/09/2009 14:45 Subject: Re: [otrs] Fw: perl migration script help Sent by: otrs-boun...@otrs.org Hi, Yes, $HOME_OTRS should be the full path to the OTRS directory. On my windows machine this is C:\Program Files\OTRS\OTRS You could either use quotation marks around the entire path e.g. source C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.mysql.sql; The perl script should run just fine as you have to have a perl interpreter to run otrs in the first place. I'm not sure if it will work on Windows tho as I think the upgrade scripts were written for Linux based machines. Take it easy, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Emily Flynn emily.fl...@zurichbank.com Sorry, just bumping this... really need the help! Hiya, Sorry I'm doing this on an XP box just to test the upgrade process... prod box is on Windows Server 2003. I am using MySQL Query Browser to run these scripts, I log into it using root, and then I can browse to the actual SQL script to run that and that is ok... But as far as the Perl script goes, I don't know what to do with that as MySQL Query Browser won't run Perl... and I have no Perl experience so am really not sure how to go about it! On a side... below where you write source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; do you mean me to paste that directly into the browser or do I amend $HOME_OTRS to the actual path, and if so, what it the best way to write this, i.e, the 'program files' bit? Apologies for my silly questions and thanks. Emily m...@timocom.com Sent by: otrs-boun...@otrs.org 09/09/2009 17:55 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] perl migration script help Hey, just login into your mysql as 'root' and then do the following. use otrs; source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; source $HOME_OTRS/scripts/DBUpdate-to-2.4.pl; Here you´ll get some error´s just ignore them and go on with the following command. source $HOME_OTRS/scripts/DBUpdate-to-2.4-post.mysql.sql; Then you can quit from mysql and restart the services. Now just login into your OTRS System with an administrators account, go to the Admin panel and click on the sysconfig. Have fun ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Emily Flynn ---09.09.2009 18:48:07---Hello! I am trying to upgrade from 2.3.4 to 2.4.3,
[otrs] Closed tickets in Locked Tickets view
Hi, being a newbie in OTRS and not being abble to find the answer i want to ask why when i select my Locked Tickets View i also see tickets that have already been closed ? I'm Usind OTRS 2.2.7 on Debian 5 Thanks -- Pete - 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/
Re: [otrs] Closed tickets in Locked Tickets view
Klingt doch ganz gut :) -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Pete Gesendet: Montag, 14. September 2009 13:47 An: User questions and discussions about OTRS. Betreff: [otrs] Closed tickets in Locked Tickets view Hi, being a newbie in OTRS and not being abble to find the answer i want to ask why when i select my Locked Tickets View i also see tickets that have already been closed ? I'm Usind OTRS 2.2.7 on Debian 5 Thanks -- Pete - 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/ - 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/
Re: [otrs] begginers question - what ticket locking is?
Hi Grzegorz, To put it as simply as possible (and now I interpret it) locking ticket implies that whoever locked it is taking ownership of that issue and is therefore working on it. This helps prevents multiple agents working on the same ticket and consequently wasted time. All environments are different but for mine we have three agents, a typical situation is that a user e-mail supp...@ourcompany.com which generates a ticket, and we decide who should take responsibility of that particular ticket by deciding who's area of responsibility it is. If you wish to view all tickets (regardless of the type of lock) then go to Core::Ticket in sysconfig, locate Ticket::ViewableLocks, and add 'lock' into the list. Regards, David Grzegorz Marszałek wrote: Hello, I'm begginer in otrs, moving from request tracker. I have problems with concept of locking tickets - what it is for? how typical workflow with locking should be? It seems that locked tickets disappears from queue and only person who locked it can see it. It's not what I need (or I think it's not :) - I want all agents see all tickets, and especially bosses of agnet to see what's going on with all tickets. Cheers --- Grzegorz Marszałek gr...@post.pl - 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/ - 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/
Re: [otrs] begginers question - what ticket locking is?
You can also try to use status view button enabling it in Ticket - Frontend::Agent::ModuleRegistration Frontend::Module###AgentTicketStatusView: 2009/9/14 David Holder david.hol...@gmail.com Hi Grzegorz, To put it as simply as possible (and now I interpret it) locking ticket implies that whoever locked it is taking ownership of that issue and is therefore working on it. This helps prevents multiple agents working on the same ticket and consequently wasted time. All environments are different but for mine we have three agents, a typical situation is that a user e-mail supp...@ourcompany.com which generates a ticket, and we decide who should take responsibility of that particular ticket by deciding who's area of responsibility it is. If you wish to view all tickets (regardless of the type of lock) then go to Core::Ticket in sysconfig, locate Ticket::ViewableLocks, and add 'lock' into the list. Regards, David Grzegorz Marszałek wrote: Hello, I'm begginer in otrs, moving from request tracker. I have problems with concept of locking tickets - what it is for? how typical workflow with locking should be? It seems that locked tickets disappears from queue and only person who locked it can see it. It's not what I need (or I think it's not :) - I want all agents see all tickets, and especially bosses of agnet to see what's going on with all tickets. Cheers --- Grzegorz Marszałek gr...@post.pl - 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/ - 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/ - 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/
Re: [otrs] otrs:problem in recieving mail
://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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/ - 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/ - 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/ - 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/ -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20090914/47a3f2a2/attachment-0001.html -- Message: 3 Date: Mon, 14 Sep 2009 13:28:24 +0200 From: Grzegorz Marsza?ek gr...@post.pl Subject: [otrs] begginers question - what ticket locking is? To: otrs@otrs.org Message-ID: c50d46d4-3b6a-44c9-8d5c-8b19ff8bd...@post.pl Content-Type: text/plain; charset=ISO-8859-2; format=flowed; delsp=yes Hello, I'm begginer in otrs, moving from request tracker. I have problems with concept of locking tickets - what it is for? how typical workflow with locking should be? It seems that locked tickets disappears from queue and only person who locked it can see it. It's not what I need (or I think it's not :) - I want all agents see all tickets, and especially bosses of agnet to see what's going on with all tickets. Cheers --- Grzegorz Marsza?ek gr...@post.pl -- - 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/ End of otrs Digest, Vol 12, Issue 62 -- Regards, B.Karthick. - 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/
Re: [otrs] otrs:problem in recieving mail
! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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/ - 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/ - 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/ - 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/ - 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/ -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20090914/47a3f2a2/attachment-0001.html -- Message: 3 Date: Mon, 14 Sep 2009 13:28:24 +0200 From: Grzegorz Marsza?ek gr...@post.pl Subject: [otrs] begginers question - what ticket locking is? To: otrs@otrs.org Message-ID: c50d46d4-3b6a-44c9-8d5c-8b19ff8bd...@post.pl Content-Type: text/plain; charset=ISO-8859-2; format=flowed; delsp=yes Hello, I'm begginer in otrs, moving from request tracker. I have problems with concept of locking tickets - what it is for? how typical workflow with locking should be? It seems that locked tickets disappears from queue and only person who locked it can see it. It's not what I need (or I think it's not :) - I want all agents see all tickets, and especially bosses of agnet to see what's going on with all tickets. Cheers --- Grzegorz Marsza?ek gr...@post.pl -- - 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/ End of otrs Digest, Vol 12, Issue 62 -- Regards, B.Karthick. - 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/ - 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/
Re: [otrs] Closed tickets in Locked Tickets view
As far as Google Translate allowed me to read your reply you're saying sounds pretty good. But i would also like to know if it's possible to hide the closed items in that view. Thanks -- Pete On Mon, Sep 14, 2009 at 12:50 PM, Schaerli, John john.schae...@genzyme.com wrote: Klingt doch ganz gut :) -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Pete Gesendet: Montag, 14. September 2009 13:47 An: User questions and discussions about OTRS. Betreff: [otrs] Closed tickets in Locked Tickets view Hi, being a newbie in OTRS and not being abble to find the answer i want to ask why when i select my Locked Tickets View i also see tickets that have already been closed ? I'm Usind OTRS 2.2.7 on Debian 5 Thanks -- Pete - 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/ - 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/ -- Pete - 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/
[otrs] Respond to ticket without becoming the owner
Sometimes it's useful to be able to respond to a customer's ticket, when an agent didn't give a complete answer, or if I think more info is needed. But when I do, I then become the owner. If the ticket is already open, I want the agent to remain as the owner so that they continue to assist the customer. Is it possible to leave the owner the same? Kind Regards, Andrew Glossop - 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/
Re: [otrs] begginers question - what ticket locking is?
I find the locking of ticket very annoying, is there a way to make so no ticket is locked or have them auto unlock after an amount of time passes? In my environment I have a very small group of users and locking is getting in the way. Regards, Varian On Sep 14, 2009, at 8:48 AM, Marco Vannini wrote: You can also try to use status view button enabling it in Ticket - Frontend::Agent::ModuleRegistration Frontend::Module###AgentTicketStatusView: 2009/9/14 David Holder david.hol...@gmail.com Hi Grzegorz, To put it as simply as possible (and now I interpret it) locking ticket implies that whoever locked it is taking ownership of that issue and is therefore working on it. This helps prevents multiple agents working on the same ticket and consequently wasted time. All environments are different but for mine we have three agents, a typical situation is that a user e-mail supp...@ourcompany.com which generates a ticket, and we decide who should take responsibility of that particular ticket by deciding who's area of responsibility it is. If you wish to view all tickets (regardless of the type of lock) then go to Core::Ticket in sysconfig, locate Ticket::ViewableLocks, and add 'lock' into the list. Regards, David Grzegorz Marszałek wrote: Hello, I'm begginer in otrs, moving from request tracker. I have problems with concept of locking tickets - what it is for? how typical workflow with locking should be? It seems that locked tickets disappears from queue and only person who locked it can see it. It's not what I need (or I think it's not :) - I want all agents see all tickets, and especially bosses of agnet to see what's going on with all tickets. Cheers --- Grzegorz Marszałek gr...@post.pl - 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/ - 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/ -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. - 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/ -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. - 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/
Re: [otrs] begginers question - what ticket locking is?
Sure, you can try Unlock timeout: *(0 = no unlock - 24 hours = 1440 minutes - Only business hours are counted.)* * * in the queue settings but you have to be sure that otrs service (in rc.d) is running because of unlock cron job should be scheduled. On Mon, Sep 14, 2009 at 3:21 PM, Varian Hebert vheb...@ei3.com wrote: I find the locking of ticket very annoying, is there a way to make so no ticket is locked or have them auto unlock after an amount of time passes? In my environment I have a very small group of users and locking is getting in the way. Regards, Varian On Sep 14, 2009, at 8:48 AM, Marco Vannini wrote: You can also try to use status view button enabling it in Ticket - Frontend::Agent::ModuleRegistration Frontend::Module###AgentTicketStatusView: 2009/9/14 David Holder david.hol...@gmail.com Hi Grzegorz, To put it as simply as possible (and now I interpret it) locking ticket implies that whoever locked it is taking ownership of that issue and is therefore working on it. This helps prevents multiple agents working on the same ticket and consequently wasted time. All environments are different but for mine we have three agents, a typical situation is that a user e-mail supp...@ourcompany.com which generates a ticket, and we decide who should take responsibility of that particular ticket by deciding who's area of responsibility it is. If you wish to view all tickets (regardless of the type of lock) then go to Core::Ticket in sysconfig, locate Ticket::ViewableLocks, and add 'lock' into the list. Regards, David Grzegorz Marszałek wrote: Hello, I'm begginer in otrs, moving from request tracker. I have problems with concept of locking tickets - what it is for? how typical workflow with locking should be? It seems that locked tickets disappears from queue and only person who locked it can see it. It's not what I need (or I think it's not :) - I want all agents see all tickets, and especially bosses of agnet to see what's going on with all tickets. Cheers --- Grzegorz Marszałek gr...@post.pl - 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/ - 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/ -- This message has been scanned for viruses and dangerous content by *MailScanner* http://www.mailscanner.info/, and is believed to be clean. - 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/ -- This message has been scanned for viruses and dangerous content by *MailScanner* http://www.mailscanner.info/, and is believed to be clean. - 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/ - 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/
Re: [otrs] Closed tickets in Locked Tickets view
We had the same problem and we solved it with a generic agent job that unlock all closed tickets. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Pete Sent: lunes, 14 de septiembre de 2009 13:47 To: User questions and discussions about OTRS. Subject: [otrs] Closed tickets in Locked Tickets view Hi, being a newbie in OTRS and not being abble to find the answer i want to ask why when i select my Locked Tickets View i also see tickets that have already been closed ? I'm Usind OTRS 2.2.7 on Debian 5 Thanks -- Pete - 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/ - 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/
Re: [otrs] Closed tickets in Locked Tickets view
Thanks for the hint. Will use this aproach. Solved ;-) -- Pete On Mon, Sep 14, 2009 at 3:35 PM, IT easyap i...@easyap.com wrote: We had the same problem and we solved it with a generic agent job that unlock all closed tickets. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Pete Sent: lunes, 14 de septiembre de 2009 13:47 To: User questions and discussions about OTRS. Subject: [otrs] Closed tickets in Locked Tickets view Hi, being a newbie in OTRS and not being abble to find the answer i want to ask why when i select my Locked Tickets View i also see tickets that have already been closed ? I'm Usind OTRS 2.2.7 on Debian 5 Thanks -- Pete - 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/ - 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/ -- Pete - 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/
Re: [otrs] Merge tickets with Customer
Probably need to allow customers to see closed tickets. It's a setting in the customer's detail. _ From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Hien HUYNH HUU Sent: Monday, September 14, 2009 3:47 AM To: otrs@otrs.org Subject: [otrs] Merge tickets with Customer Dear all, I used merge for new ticket with the old ticket. But the customer can't see old ticket . I want to let new customer can see their answer in the old ticket when their ticket is merged. Please help me to solve this issue . Best regards, Huu Hien - 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/
Re: [otrs-de] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
Der Bug ist bereits bekannt und behoben, hier der Link. http://www.mail-archive.com/o...@otrs.org/msg27284.html Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: m...@timocom.com To: User questions and discussions about OTRS.org in German otrs-de@otrs.org Date: 11.09.2009 16:16 Subject:Re: [otrs-de] Beim Schließen eines Tickets - E-Mail an Kunden mit Inhalt vom Agenten Sent by:otrs-de-boun...@otrs.org Ich will es ja auch nicht. Hatte auch genug spaß mit der anpassung der DB weil etwas schief gelaufe ist. Würde daher auch eher auf ein Upgrade warten und es zur Zeit mit Manuellen E-Mail Antworten abfertigen als das System downgraden. Wobei es sich um das gleiche Framework handelt, da sollte ein einfaches drüber bügeln der 2.4.3 schon ausreichen. ... Hmmm . ich denke ich Probiere das mal auf meinem Testsystem aus. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for Matthias Borrack ---11.09.2009 16:04:25---m...@timocom.com schrieb: Wird das nicht über die AutoAnt Matthias Borrack ---11.09.2009 16:04:25---m...@timocom.com schrieb: Wird das nicht über die AutoAntworten gehandhabt? Nicht einmal über die From:Matthias Borrack mailingli...@sinath.de To: User questions and discussions about OTRS.org in German otrs-de@otrs.org Date:11.09.2009 16:04 Subject: Re: [otrs-de] Beim Schließen eines Tickets - E-Mail an Kunden mit Inhalt vom Agenten Sent by: otrs-de-boun...@otrs.org m...@timocom.com schrieb: Wird das nicht über die AutoAntworten gehandhabt? Nicht einmal über die Benachrichtigungen? Oder habt Ihr da Events erstellt für TicketCreate? Bei mir läuft das nämlich wie gesagt über AutoAntworten die den Queues zugewiesen sind. Ja, normaler Weise. Aber es hat mich so gefuchst, dass ich alle AutoAntworten deaktiviert habe und die EventBasedNotification durchprobiert habe. Nur bei TicketCreate kommt eine Benachrichtigung wie erwünscht, ob mit oder ohne aktivierten AutoAntworten. Da wir von 2.2.x auf 2.4.4 gesprungen sind und es schon genügend manuelle Nachbesserungen gab, hab ich aber jetzt wenig Interesse, ein Downgrade auf 2.4.3 zu machen. Naja, und das Loggingverhalten von 2.4.x ist auch nicht gerade berauschend ... cu/2 - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT
