Re: [otrs] Urgent problem.. Please help.
Sarper SARIDAL wrote : [...] When we click an open ticket to assign the responsible it goes directly to the add note window. When we click the close ticket button it goes to the add note window too. [...] Hello Sarper, I'm at a loss, so just a few ideas : - check the URLs, are the linked URLs in the GUI and the opened URLs correct ? (Action = AgentTicketResponsible, AgentTicketNote, AgentTicketClose) - check the result with different browsers (IE, Mozilla) - check the http server (any changes, perhaps automatic updates ? does a restart make a difference ?) Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] 2.4.5 : bug : postmaster filter does not work with sub queues
Hi there, Everything is in the subject ... should you need to do filter that redirect tickets to certain queue is only possible with a queue of level 1 (meaning a normal queue). If you try to use a sub-queue (level 2 for example), it does not work. Annoying bug ... Thanks Philippe Martignier Communications Division Customer Service Section Email : philippe.martign...@wipo.intmailto:philippe.martign...@wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. - 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] 2.4.5 : bug : postmaster filter does not work with sub queues
Hi Philippe, to define sub-queues just use QueueLevel1::QueueLevel2 and it will work! ;) In your case normal queue::level 2. -Martin On 30.12.2009, at 11:01, Martignier, Philippe wrote: Hi there, Everything is in the subject … should you need to do filter that redirect tickets to certain queue is only possible with a queue of level 1 (meaning a “normal queue”). If you try to use a sub-queue (level 2 for example), it does not work. Annoying bug … Thanks Philippe Martignier Communications Division Customer Service Section Email : philippe.martign...@wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. - 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] 2.4.5 : bug : postmaster filter does not work with sub queues
Hi, On 30.12.2009, at 11:01, Martignier, Philippe wrote: Everything is in the subject … should you need to do filter that redirect tickets to certain queue is only possible with a queue of level 1 (meaning a “normal queue”). If you try to use a sub-queue (level 2 for example), it does not work. could you send your configuration please? I tried that with OTRS 2.4.5 and OTRS::ITSM 1.3.2, both worked fine as expected. My configuration: Match = From : @ (counts for all incoming emails) Set = X-OTRS-Queue : Servicedesk::TEST Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010! - 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] Urgent problem.. Please help.
Ok the issue was about a custom package file.. it was removed actually but i guess some traces were left behind somewhere.. when you open a configuration for example ticket:core and update the settings even without changing any configuration MY otrs just was triggering something behind and corrupting some files or configurations. I'm not a otrs developer and since had no time and knowledge to go back and debug the application i chose , return to a point of restore before the date i installed the custom package.. (of course discarding the mysql folder) But after a few experiences while restoring i must say that except the mysql folder remove all folders before any restore operation. It was a strange issue.. i was just about the go mad. For everyone to laugh a little bit during the chaos period i just opened responsible , owner and state fields in the note window :) Thanks for your replies, Regards, Sarper On Wed, Dec 30, 2009 at 10:30 AM, Alexander Halle ahalle-o...@radprax.dewrote: Sarper SARIDAL wrote : [...] When we click an open ticket to assign the responsible it goes directly to the add note window. When we click the close ticket button it goes to the add note window too. [...] Hello Sarper, I'm at a loss, so just a few ideas : - check the URLs, are the linked URLs in the GUI and the opened URLs correct ? (Action = AgentTicketResponsible, AgentTicketNote, AgentTicketClose) - check the result with different browsers (IE, Mozilla) - check the http server (any changes, perhaps automatic updates ? does a restart make a difference ?) Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 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] Some newby questions
Hey Guys, I have 2 newby questions. 1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this? 2. I have a ticket that is about to escalate because I didnt reply within the estimated time, but I dont have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?... Thanks in advance! Regards - G - 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] Some newby questions
Hi G. My interpretation and implementation of locks: Locking tickets implies that an agent has taken ownership of that issue. This prevents two agents from working on the same issue and therefore avoid wasted time. I've also got an event based notification when this happens to inform the customer who is dealing with their issue, so they know who to contact directly. As for number two I haven't dealt with escalation much, im sure someone else will chip in though. Regards, David On Wed, Dec 30, 2009 at 3:34 PM, Gerrit Tamboer ger...@halma.nl wrote: Hey Guys, I have 2 newby questions. 1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this? 2. I have a ticket that is about to escalate because I didn’t reply within the estimated time, but I don’t have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?... Thanks in advance! Regards - *G* - 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] Some newby questions
Hi David, Thanks for your answer, Could you also tell me what events triggers a ticket to get locked? Regards, G. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David Holder Sent: woensdag 30 december 2009 16:51 To: User questions and discussions about OTRS. Subject: Re: [otrs] Some newby questions Hi G. My interpretation and implementation of locks: Locking tickets implies that an agent has taken ownership of that issue. This prevents two agents from working on the same issue and therefore avoid wasted time. I've also got an event based notification when this happens to inform the customer who is dealing with their issue, so they know who to contact directly. As for number two I haven't dealt with escalation much, im sure someone else will chip in though. Regards, David On Wed, Dec 30, 2009 at 3:34 PM, Gerrit Tamboer ger...@halma.nl wrote: Hey Guys, I have 2 newby questions. 1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this? 2. I have a ticket that is about to escalate because I didnt reply within the estimated time, but I dont have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?... Thanks in advance! Regards - G - 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] Some newby questions
Hi G, For my setup a ticket gets locked when: It is manually set so in the zoomticket view when merging tickets when doing bulk action on tickets. If it helps this is a very basic, top level view of my ticket lifecycle: 1. User sends an e-mail to my support account (itsupp...@company.co.uk) 2. OTRS picks this up and generates a ticket for it. 3. At this point the owner is otrs itself : r...@localhost (Admin OTRS) in the ticket view 4. An agent (normally myself) will claim ownership of this ticket - essentially stating - I will take responsibility for this users issue 5. Other agents may look at this ticket and see that I've taken responsibility for it, they'll work on something else. Agents can still view and add notes to the ticket, but cannot close,merge,bulk action etc. However, they can change the owner if need be (for example if the original agent is not there, off sick etc). 6. A notification is sent to the user - Your ticket (title+subject) has been assigned to David H ..etc etc 7. Owner of the ticket in the ticket view has changed, instead of r...@localhost(Admin OTRS) it's now David H. The user can see this as well in their customer interface. 8. Issue is then worked on, notes added and eventually closed. I hope this helps, Regards, David On Wed, Dec 30, 2009 at 3:54 PM, Gerrit Tamboer ger...@halma.nl wrote: Hi David, Thanks for your answer, Could you also tell me what events triggers a ticket to get locked? Regards, G. *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *David Holder *Sent:* woensdag 30 december 2009 16:51 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Some newby questions Hi G. My interpretation and implementation of locks: Locking tickets implies that an agent has taken ownership of that issue. This prevents two agents from working on the same issue and therefore avoid wasted time. I've also got an event based notification when this happens to inform the customer who is dealing with their issue, so they know who to contact directly. As for number two I haven't dealt with escalation much, im sure someone else will chip in though. Regards, David On Wed, Dec 30, 2009 at 3:34 PM, Gerrit Tamboer ger...@halma.nl wrote: Hey Guys, I have 2 newby questions. 1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this? 2. I have a ticket that is about to escalate because I didn’t reply within the estimated time, but I don’t have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?... Thanks in advance! Regards - *G* - 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] Change Ticket State on Customer E-Mail Reply
Hi,
i have set:
ZZZAAuto.pm:$Self-{'PostmasterFollowUpState'} = 'open';
ZZZAuto.pm:$Self-{'PostmasterFollowUpStateClosed'} = 'open';
but if i reply to a closed ticket then the ticket still remains closed :-/
Any idea why it wont change the state to open?
Cheers,
Mario
p.s. this is otrs 2.4.5
On Mon, Nov 30, 2009 at 11:59 PM, Nils Leideck - ITSM
nils.leid...@leidex.net wrote:
Hi,
On 29.11.2009, at 17:32, ml ml wrote:
the PostmasterFollowUpState is already set to open. Is this the
option you meant?
yes.
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leid...@leidex.net
https://webint.cryptonode.de / a Fractal project
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Re: [otrs] Some newby questions
Hey David, Thanks for your example, its clear to me now. Thanks allot! Regards G. _ From: David Holder [mailto:david.hol...@gmail.com] To: User questions and discussions about OTRS. [mailto:o...@otrs.org] Sent: Wed, 30 Dec 2009 17:12:09 +0100 Subject: Re: [otrs] Some newby questions Hi G, For my setup a ticket gets locked when: It is manually set so in the zoomticket view when merging tickets when doing bulk action on tickets. If it helps this is a very basic, top level view of my ticket lifecycle: * User sends an e-mail to my support account (itsupp...@company.co.uk) * OTRS picks this up and generates a ticket for it. * At this point the owner is otrs itself : r...@localhost (Admin OTRS) in the ticket view * An agent (normally myself) will claim ownership of this ticket - essentially stating - I will take responsibility for this users issue * Other agents may look at this ticket and see that I've taken responsibility for it, they'll work on something else. Agents can still view and add notes to the ticket, but cannot close,merge,bulk action etc. However, they can change the owner if need be (for example if the original agent is not there, off sick etc). * A notification is sent to the user - Your ticket (title+subject) has been assigned to David H ..etc etc * Owner of the ticket in the ticket view has changed, instead of r...@localhost(Admin OTRS) it's now David H. The user can see this as well in their customer interface. * Issue is then worked on, notes added and eventually closed. I hope this helps, Regards, David On Wed, Dec 30, 2009 at 3:54 PM, Gerrit Tamboer ger...@halma.nl wrote: Hi David, Thanks for your answer, Could you also tell me what events triggers a ticket to get locked? Regards, G. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David Holder Sent: woensdag 30 december 2009 16:51 To: User questions and discussions about OTRS. Subject: Re: [otrs] Some newby questions Hi G. My interpretation and implementation of locks: Locking tickets implies that an agent has taken ownership of that issue. This prevents two agents from working on the same issue and therefore avoid wasted time. I've also got an event based notification when this happens to inform the customer who is dealing with their issue, so they know who to contact directly. As for number two I haven't dealt with escalation much, im sure someone else will chip in though. Regards, David On Wed, Dec 30, 2009 at 3:34 PM, Gerrit Tamboer ger...@halma.nl wrote: Hey Guys, I have 2 newby questions. 1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this? 2. I have a ticket that is about to escalate because I didn’t reply within the estimated time, but I don’t have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?... Thanks in advance! Regards - G - 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] Panic! No UserData!!! after deleting all my test tickets
Hi all, After doing substantial testing with OTRS my boss finally cleared it to go live in our system. I followed advice from a different email thread about using Generic Agent to delete tickets and it seems to have worked. But now, customers can not authenticate over LDAP (AD 2003) any longer. Agents can log in just fine on the other hand. To delete the tickets, all I selected the queues that I had set up, and then selected Delete Tickets. I know LDAP sync was working before and I have not changed my config.pm. Any advice? Thanks, Justin Holt Town of Vernon, CT IT Intern - 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] Panic! No UserData!!! after deleting all my test tickets
Hi Justin, I would be surprised if the GenericAgent caused issues with LDAP authentication. Would it be possible for you to post your config.pm for us to peruse? Thanks, David On Wed, Dec 30, 2009 at 8:33 PM, Justin Holt holt.justin...@gmail.comwrote: Hi all, After doing substantial testing with OTRS my boss finally cleared it to go live in our system. I followed advice from a different email thread about using Generic Agent to delete tickets and it seems to have worked. But now, customers can not authenticate over LDAP (AD 2003) any longer. Agents can log in just fine on the other hand. To delete the tickets, all I selected the queues that I had set up, and then selected Delete Tickets. I know LDAP sync was working before and I have not changed my config.pm. Any advice? Thanks, Justin Holt Town of Vernon, CT IT Intern - 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/
