Re: [otrs] basic use of otrs

[Ilya Kornev]

Hi, Dave.

New ticket is a ticket that hasn't any answers or notes attached to it. 
Open ticket is a ticket in progress so to say, that means it has been noted or 
answered.
New ticket can (and must:) be changed to Open, but never vice versa.

Apart from nice things like News or Statistics, Dashboard lets you see which of 
your tickets haven't 
been answered yet (new tickets), tickets with any kind of follow-ups (open 
tickets), reminder and 
escalation tickets (we here don't use this often). But you don't see there if a 
ticket is locked, which 
is quite important, because  agents don't see unlocked tickets in their Locked 
Tickets (which is a sort 
of a to-do list), and the ticket might be left unattended.
 
So to keep track of unlocked tickets you'd use QueueView. Also, QueueView 
refreshes automatically at a 
set period of time.

So this is how it works in our company:
first-level supporters take care of assigning owners to tickets, if an issue is 
easy they lock a ticket 
themselves, if it seems a bit tougher they assign an owner (somebody from R&D) 
and this ticket gets 
automatically locked by the owner. 
Here, R&D guys never use QueueView, because this is supporters' task to 
dispatch tickets and make sure 
that nothing is unattended.
In general, we use Dashboard more than QueueView, because we don't get much 
tickets (just 20-50 a day). 
I think QueueView is more helpful when you get lots of tickets (over 100 a day).

Hope this will help you to understand the difference.

Best regards,
Ilya Kornev.


-Original Message-
From: "Bucke D.J." 
To: "otrs@otrs.org" 
Date: Tue, 9 Feb 2010 20:27:47 +
Subject: [otrs] basic use of otrs

> Hi
> Apologies if these questions are obvious but
> We are trying to setup OTRS for use for the first time and need a bit of 
> guidance.
> Basically under what circumstances would you use the dashboard.
> >From what I can see the best way to use OTRS is to use the queue view status 
> >which show all incoming 
mail.  Is that the way most others use it or do people take advantage of the 
dashboard?
> Am also trying to work out what the relationship is between the ticket states 
> new and open.   Can 
anyone explain this?
> Does anyone have access to a guide which might explain the basics?
> Have searched the internet and the mailings but cant find anything
> Hope someone can help
> Thanks
> Dave Bucke
> 
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Re: [otrs] Edit or enter the create timestam p

[Ilya Kornev]

Hi, Volker.

It seems there's no other way to do this than to update relevant tables 
directly in your database.
However, I don't know which tables exactly should be modified to keep the 
database consistent.
Please don't try it on the working OTRS installation, this is just my 
assumption :)

Cheera,
Ilya Kornev


-Original Message-
From: Volker Perlmann 
To: 
Date: Tue, 9 Feb 2010 17:28:01 +0100
Subject: [otrs] Edit or enter the create timestamp

> 
> Hello all!
> 
> Because I hat to add some tickets afterwards frequently, it is necessary for 
> me to enter (or - if 
entering ist not possible - to modify) the ticket creation timestamp.
> 
> Is it possible to realize that? There was a similar question years ago and 
> the answer was "not yet". 
But that was years ago :-)
> 
> Thanks for your answers
> 
> Volker
> 
> _
> http://redirect.gimas.net/?n=M1001xHM2
> Hotmail macht s dir leicht: Versende vorgeschriebene NeujahrsgrЭъe
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[otrs] Display Queue and Status of Linked Items

[Justin Noel]

Here is another FYI tip and a methodology question.

In the Ticket Zoom view, we quite often have Linked items (Parent tickets,
Child tickets, Normal, etc).  Unfortunately, the default view simply shows
the ticket number of those linked objects.  To get any information about
those linked objects, you actually have to click on them.

This is a big productivity drain for our group.  In order to know what to do
with a parent ticket, they need to know the status of all child tickets.
 So, they are forced to click into each child and back to the parent over
and over.  Once they finally know the status of all the child tickets, they
can set the state of the parent.  Needless to say, that wastes lots of time
and causes the occasional accident where someone is still on a child when
they change the status of what they THINK is the parent.

I've solved this problem by modifying Kernel/Output/HTML/LinkObjectTicket.pm
to display not just the ticket number, but also the queue and ticket status
of any linked objects.

File : Kernel/Output/HTML/LinkObjectTicket.pm
Function : TableCreateSimple
Lines : Starting at 324
Original:
-
# define item data
my %Item = (
Type=> 'Link',
Content => 'T:' . $Ticket->{TicketNumber},
Title   => "$TicketHook$Ticket->{TicketNumber}:
$Ticket->{Title}",
Link=>
'$Env{"Baselink"}Action=AgentTicketZoom&TicketID=' . $TicketID,
Css => $Css,
-

New :
-
# define item data
my %Item = (
Type=> 'Link',
Content =>  $Ticket->{TicketNumber} . ' - ' .
$Ticket->{Queue} . ' : ' . $Ticket->{State};,
Title   => "$TicketHook$Ticket->{TicketNumber}:
$Ticket->{Title}",
Link=>
'$Env{"Baselink"}Action=AgentTicketZoom&TicketID=' . $TicketID,
Css => $Css,
);
-


Okay, that was a lot of explanation and code.  Now, I have a question.  Am I
going about these changes properly?  When working with .dtl template files,
it's easy to ensure they aren't overridden by updates / upgrades because I
put them in my own template directory.  However, LinkObjectTicket.pm is a
core file.  The next time I upgrade, those changes will get overridden.  Is
there any way for me to create changes like this and ensure they are blown
out by the next update?  Is there some way to extend each file so that I
simply override the functionality similar to the OOO approach?

Thanks,
Justin Noel
Calendee LLC 
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Re: [otrs] Default Ticket state after Agent Response

[Sourabh Sarwate]

Its fixed. use  AgentTicketCompose.pm,v 1.81.2.3  the latest version.
replace this file and restart your web server. It will fix your problem.

For more detail also  check.[otrs] Bug #4433 remains unfixed, despite status
= Resolved?

Regards
Sourabh Sarwate

On Tue, Feb 9, 2010 at 11:06 PM, Marco Vannini wrote:



> If i'm ot wrong it's a know bug, upgrade to latest (secure) level ;)
>
>   On Tue, Feb 9, 2010 at 10:02 PM, Constantinos Giatras <
> constantinos.giat...@4rnd.com> wrote:
>
>>  For some reason after an Agent responds to a New ticket, the default
>> "Next State" is always Closed. What config option is used to change what the
>> default state is?
>>
>> thanks,
>>
>> kosta
>>
>> -
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>> Archive: http://lists.otrs.org/pipermail/otrs
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>>
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>>
>
>
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Re: [otrs] How to add a new field in email ticket form

[manish ramteke]

Hi,

Do any one have idea about how to add new field in ticket form.Any help is
appreciated.

On Tue, Feb 9, 2010 at 10:42 AM, manish ramteke
wrote:

> Hi,
>
> I am using OTRS 2.4.5 and  I want to add a new field "Severity" in email
> ticket form.
> Can anyone guide me what changes do I need in configuration and database
> in order to achieve this.
>
>
> Regards,
> Manish Ramteke
>
>
>
>


-- 
Regards,
Manish Ramteke
Mobile 9604861644
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Re: [otrs] difference in phone and email tickets

[manish ramteke]

Hi,

Any inputs on this please.

On Tue, Feb 9, 2010 at 12:13 PM, manish ramteke
wrote:

> Hi,
>
> In which cases one would need to chose between phone ticket and email
> ticket.What's the major difference between these two.
>
>
> Regards,
> Manish Ramteke
>
>
>
>


Regards,
Manish Ramteke
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Re: [otrs] Transfer ticket to a mailing list

[Nils Leideck - ITSM]

Hi,

On 09.02.2010, at 11:11, Guillaume Rehm wrote:

> Is it possible de have the customer email address in the email from field 
> instead of OTRS notifications email, just for this event not for all other ?


not by using the event based notification setup.
You may want to modify the related module but this would be someting for the 
otrs-dev list ... ;-)

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!






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Re: [otrs] OTRS not automatically polling for new mail

[Chris Johnson]

Ah, the crontab for the user otrs was cleared out.  I su'd to otrs and ran 
Cron.sh start and that seems to have fixed this.

Thanks for looking into it!

Chris



From: Chris Johnson
Sent: Tuesday, February 09, 2010 1:24 PM
To: User questions and discussions about OTRS.
Subject: RE: [otrs] OTRS not automatically polling for new mail

This is what I get when I hit the "Run Now", it grabs the mail, and creates a 
ticket and sends out the notifications to the agents... however, it's just not 
doing it every minute or whatever it is supposed to do it.  As you can see, I 
sent in an email, forced a "Run Now" and it worked just fine.  It's just not 
automagically polling.

Chris


Time  Priority Facility  Message
Tue Feb 9 05:19:27 2010notice   OTRS-CGI-11  IMAP: Fetched 
1 email(s) from tsi/mail.tgusa.com.
Tue Feb 9 05:19:27 2010notice   OTRS-CGI-11  Sent agent 
'NewTicket' notification to 'ecar...@tgusa.com'.
Tue Feb 9 05:19:27 2010notice   OTRS-CGI-11  Sent agent 
'NewTicket' notification to 'b...@tgusa.com'.
Tue Feb 9 05:19:27 2010notice   OTRS-CGI-11  Sent agent 
'NewTicket' notification to 'kmcc...@tgusa.com'.
Tue Feb 9 05:19:26 2010notice   OTRS-CGI-11  Sent agent 
'NewTicket' notification to 'kberd...@tgusa.com'.
Tue Feb 9 05:19:26 2010notice   OTRS-CGI-11  Sent agent 
'NewTicket' notification to 'ycisne...@tgusa.com'.
Tue Feb 9 05:19:26 2010notice   OTRS-CGI-11  Sent agent 
'NewTicket' notification to 'cjohn...@tgusa.com'.
Tue Feb 9 05:19:25 2010notice   OTRS-CGI-11  Sent auto 
response (SendAutoReply) for Ticket [201002091121] (TicketID=127, 
ArticleID=457) to 'Chris Johnson '.
Tue Feb 9 05:19:25 2010notice   OTRS-CGI-11  Sent email to 
'Chris Johnson ' from 'Technical Support Inbox 
'. HistoryType => SendAutoReply, Subject => 
[Ticket#201002091121] RE: testing 2;
Tue Feb 9 05:19:25 2010notice   OTRS-CGI-11  New Ticket 
[201002091121/testing 2] created (TicketID=127,Queue=Service,Priority=3 
normal,State=new)
Tue Feb 9 05:19:25 2010notice   OTRS-CGI-11  Take 
UserCustomerID (cjohn...@tgusa.com) from customer source backend based on 
(cjohn...@tgusa.com).
Tue Feb 9 05:19:25 2010notice   OTRS-CGI-11  Take UserLogin 
(cjohnson) from customer source backend based on (cjohn...@tgusa.com).



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David 
Holder
Sent: Tuesday, February 09, 2010 3:10 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] OTRS not automatically polling for new mail

Hi Chris,

What is displayed in your system log? try and run the postmaster mail account 
(press the "x" underneath "Run Now") and check the log to see what's happening, 
this will give us more information to resolve the issue.

Thanks,
On Tue, Feb 9, 2010 at 12:29 AM, Chris Johnson wrote:
Greetings,

I believe that in trying to set up a Customer LDAP and Database data stores 
that OTRS may have gotten 'confused'.  I pulled the offending configuration, 
and OTRS seemed to behave properly again, however, it is now not polling for 
new mails in my IMAP accounts.  What may be the cause of this?  How do I remedy 
this?

Thanks,

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Re: [otrs] customer database and LDAP

[Nils Leideck - ITSM]

HI,

On 09.02.2010, at 01:24, Chris Johnson wrote:

> CustomerID => '[customer_id]',

try first please to remove the quare brackets.
Just use 'mail' for example.

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!






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[otrs] Require "Customer ID" on a New E-mail or Phone Ticket

[Tim Seeman]

Hello all,

 

I'm wondering if there's a way to make "CustomerID" a mandatory
requirement before saving/creating a new ticket.

 

I've searched and found that some people have had the same question,
however I haven't been able to find the answer.

 

Any help would be appreciated...Thanks!

 

Regards,

 

Tim Seeman

 

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Re: [otrs] OTRS not automatically polling for new mail

[Chris Johnson]

This is what I get when I hit the "Run Now", it grabs the mail, and creates a 
ticket and sends out the notifications to the agents... however, it's just not 
doing it every minute or whatever it is supposed to do it.  As you can see, I 
sent in an email, forced a "Run Now" and it worked just fine.  It's just not 
automagically polling.

Chris


Time  Priority Facility  Message
Tue Feb 9 05:19:27 2010notice   OTRS-CGI-11  IMAP: Fetched 
1 email(s) from tsi/mail.tgusa.com.
Tue Feb 9 05:19:27 2010notice   OTRS-CGI-11  Sent agent 
'NewTicket' notification to 'ecar...@tgusa.com'.
Tue Feb 9 05:19:27 2010notice   OTRS-CGI-11  Sent agent 
'NewTicket' notification to 'b...@tgusa.com'.
Tue Feb 9 05:19:27 2010notice   OTRS-CGI-11  Sent agent 
'NewTicket' notification to 'kmcc...@tgusa.com'.
Tue Feb 9 05:19:26 2010notice   OTRS-CGI-11  Sent agent 
'NewTicket' notification to 'kberd...@tgusa.com'.
Tue Feb 9 05:19:26 2010notice   OTRS-CGI-11  Sent agent 
'NewTicket' notification to 'ycisne...@tgusa.com'.
Tue Feb 9 05:19:26 2010notice   OTRS-CGI-11  Sent agent 
'NewTicket' notification to 'cjohn...@tgusa.com'.
Tue Feb 9 05:19:25 2010notice   OTRS-CGI-11  Sent auto 
response (SendAutoReply) for Ticket [201002091121] (TicketID=127, 
ArticleID=457) to 'Chris Johnson '.
Tue Feb 9 05:19:25 2010notice   OTRS-CGI-11  Sent email to 
'Chris Johnson ' from 'Technical Support Inbox 
'. HistoryType => SendAutoReply, Subject => 
[Ticket#201002091121] RE: testing 2;
Tue Feb 9 05:19:25 2010notice   OTRS-CGI-11  New Ticket 
[201002091121/testing 2] created (TicketID=127,Queue=Service,Priority=3 
normal,State=new)
Tue Feb 9 05:19:25 2010notice   OTRS-CGI-11  Take 
UserCustomerID (cjohn...@tgusa.com) from customer source backend based on 
(cjohn...@tgusa.com).
Tue Feb 9 05:19:25 2010notice   OTRS-CGI-11  Take UserLogin 
(cjohnson) from customer source backend based on (cjohn...@tgusa.com).



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David 
Holder
Sent: Tuesday, February 09, 2010 3:10 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] OTRS not automatically polling for new mail

Hi Chris,

What is displayed in your system log? try and run the postmaster mail account 
(press the "x" underneath "Run Now") and check the log to see what's happening, 
this will give us more information to resolve the issue.

Thanks,
On Tue, Feb 9, 2010 at 12:29 AM, Chris Johnson wrote:
Greetings,

I believe that in trying to set up a Customer LDAP and Database data stores 
that OTRS may have gotten 'confused'.  I pulled the offending configuration, 
and OTRS seemed to behave properly again, however, it is now not polling for 
new mails in my IMAP accounts.  What may be the cause of this?  How do I remedy 
this?

Thanks,

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Re: [otrs] Default Ticket state after Agent Response

[Marco Vannini]

If i'm ot wrong it's a know bug, upgrade to latest (secure) level ;)

On Tue, Feb 9, 2010 at 10:02 PM, Constantinos Giatras <
constantinos.giat...@4rnd.com> wrote:

> For some reason after an Agent responds to a New ticket, the default "Next
> State" is always Closed. What config option is used to change what the
> default state is?
>
> thanks,
>
> kosta
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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>
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[otrs] Default Ticket state after Agent Response

[Constantinos Giatras]

For some reason after an Agent responds to a New ticket, the default "Next
State" is always Closed. What config option is used to change what the
default state is?

thanks,

kosta
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Re: [otrs] basic use of otrs

[Garren McKelvey]

Hey Dave,

 

I don't have all your answers, but I can direct you to a useful manual.
I've used it a lot when I have questions.

http://doc.otrs.org/2.4/en/html/

Hope that at least helps some.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Bucke D.J.
Sent: Tuesday, February 09, 2010 1:28 PM
To: otrs@otrs.org
Subject: [otrs] basic use of otrs

 

Hi

Apologies if these questions are obvious but

We are trying to setup OTRS for use for the first time and need a bit of
guidance.

Basically under what circumstances would you use the dashboard.

>From what I can see the best way to use OTRS is to use the queue view
status which show all incoming mail.  Is that the way most others use it
or do people take advantage of the dashboard?

Am also trying to work out what the relationship is between the ticket
states new and open.   Can anyone explain this?

Does anyone have access to a guide which might explain the basics?

Have searched the internet and the mailings but cant find anything

Hope someone can help

Thanks 

Dave Bucke

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[otrs] basic use of otrs

[Bucke D.J.]

Hi
Apologies if these questions are obvious but
We are trying to setup OTRS for use for the first time and need a bit of 
guidance.
Basically under what circumstances would you use the dashboard.
>From what I can see the best way to use OTRS is to use the queue view status 
>which show all incoming mail.  Is that the way most others use it or do people 
>take advantage of the dashboard?
Am also trying to work out what the relationship is between the ticket states 
new and open.   Can anyone explain this?
Does anyone have access to a guide which might explain the basics?
Have searched the internet and the mailings but cant find anything
Hope someone can help
Thanks
Dave Bucke
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Re: [otrs] Displaying Full Ticket State in Ticket Zoom

[J N]

This is just a tip in case anyone is trying to figure it out.

On the ticket zoom, there is a section to the right in gray that displays
several bits of information about the current ticket (state, child tickets,
queue, etc).

My users really got tired of seeing only the partial text of the actual
State and then having to wait for the alt text to pop up.  Only 18
characters are shown by default.

To fix this the quick and dirty way (will be overwritten by future updates -
so not recommended).

1. Edit /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl
2. Change this line :

$Quote{"$Text{"$Data{"State"}"}","18"}


To:

$Quote{"$Text{"$Data{"State"}"}",}

Of course, if you want to do this the correct way, you will need to copy
the AgentTicketZoom.dtl file to your on template directory and edit the file
inside that directory.

I hope this helps someone.

Justin Noel
Calendee LLC 
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[otrs] mail retrieval

[Troy Shafer]

Ok... this is my last issue.

running opensuse 11.1
logging in as a regular user and using su to modify otrs and the system.

I have otrs authenticating against AD

Now i just need to get mail retrieval working.  I have fetchmail working and i 
have added the following to .procmailrc.dist
SYS_HOME=$HOME
PATH=/bin:/usr/bin:/usr/local/bin
#--
# Pipe all email into the PostMast process.
# --
:[] :
| $SYS_HOME/bin/PostMaster.pl

here is my problem.  New mail to o...@domain.com is not showing up in the Misc 
que i have it assigned too. So my question is does the .fetchmailrc and 
.procmailrc need to be in /opt/otrs ? Should be in the home directory for the 
current username I am logged in with?  The documentation 
(http://doc.otrs.org/2.4/en/html/x1590.html#email-reveiving-pop3) are a little 
confusing and I think they are making an assumption that I am not picking up 
on. 

 -Troy



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[otrs] FAQ Module and inserting into replies.

[Morten Bøhmer]

Hi

When inserting FAQ documents in replies, only the Subject field gets changed. 
The message body only gets a few line breaks and no text. Anyone know how to 
fix ?


OTRS 2.4.5 / ITSM 1.3.2

Best regards
Morten B

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[otrs] Svar: Re: Queues and New Ticket

[Martin Møller]

Sounds like you are both a member of the 'users' group, as is the
default.
If Junk and Misc are still 'owned' by the 'users' group, that would be
my guess..
 
I have created a different group that I have assigned e.g. Junk to so
that 'users' do not see it.
Using roles, you can quickly roll out changes such as these...
 
Regards,
 
/Martin.

>>> Nuno Ranito  9. februar 2010 17:53 >>>
I have a client, who is NOT is the users group, and is just in a group
created by me, which contains 1 queue (myqueue), but still can create
tickets in the "junk", "misc" queues instead of just in mine.
PS: I still have installed the 2.3 version, is there some bug or
something?

2010/2/9 Tore Lønøy 


Create roles, and give access to different groups, which again is
linked to their correct queue.

On 9 February 2010 14:00, Nuno Ranito  wrote:
> Hello
>
> How can I restrict which queues the client can see to insert a new
ticket?
> For instance, I want user A to access queue "Aplications" and
"Network", and
> user B to insert new ticket in queue "Billing".
>
> Thank you for any help.
>
> --
> Neos IT | www.neosit.pt
> Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal
> Tel +351 210 105 610 | Fax. +351 239 101 108
> Tm +351 913 699 961 | E-mail nran...@neosit.pt
>
>
>
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this
> message, think about environment ]
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Tel +351 210 105 610 | Fax. +351 239 101 108 
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Re: [otrs] Queues and New Ticket

[Nuno Ranito]

I have a client, who is NOT is the users group, and is just in a group
created by me, which contains 1 queue (myqueue), but still can create
tickets in the "junk", "misc" queues instead of just in mine.
PS: I still have installed the 2.3 version, is there some bug or something?

2010/2/9 Tore Lønøy 

> Create roles, and give access to different groups, which again is
> linked to their correct queue.
>
> On 9 February 2010 14:00, Nuno Ranito  wrote:
> > Hello
> >
> > How can I restrict which queues the client can see to insert a new
> ticket?
> > For instance, I want user A to access queue "Aplications" and "Network",
> and
> > user B to insert new ticket in queue "Billing".
> >
> > Thank you for any help.
> >
> > --
> > Neos IT | www.neosit.pt
> > Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal
> > Tel +351 210 105 610 | Fax. +351 239 101 108
> > Tm +351 913 699 961 | E-mail nran...@neosit.pt
> >
> >
> >
> > [ Antes de imprimir esta mensagem pense no ambiente. Before printing this
> > message, think about environment ]
> >
> > NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação
> > privilegiada e confidencial. Se não é o destinatário da presente
> > comunicação, agradecemos que nos informe e elimine a mensagem sem que a
> > mesma seja divulgada, distribuida ou copiada.
> >
> > CONFIDENTIALITY: This e-mail and any attachments are confidential and may
> be
> > privileged. If you are not a named recipient, please notify the sender
> > immediately and do not disclose the contents to another person, use it
> for
> > any purpose or store or copy the information in any medium.
> >
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-- 
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Tel +351 210 105 610 | Fax. +351 239 101 108
Tm +351 913 699 961 | E-mail nran...@neosit.pt



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immediately and do not disclose the contents to another person, use it for
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[otrs] Edit or enter the create timestamp

[Volker Perlmann]

Hello all!

Because I hat to add some tickets afterwards frequently, it is necessary for me 
to enter (or - if entering ist not possible - to modify) the ticket creation 
timestamp.

Is it possible to realize that? There was a similar question years ago and the 
answer was "not yet". But that was years ago :-)

Thanks for your answers

Volker
  
_
http://redirect.gimas.net/?n=M1001xHM2
Hotmail macht’s dir leicht: Versende vorgeschriebene Neujahrsgrüße-
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Re: [otrs] PROPER STANDARD procedure for upgrade

[Marco Vannini]

I mean thinks that someone have just posted with the reference to
http://www.linux.com/archive/feed/121476

;)

MV

On Tue, Feb 9, 2010 at 5:05 PM, Otrs Customer wrote:

> What kind of attention ? Or what did you mean by that ? :)
> Thanks
> Cheers
>
> __
> > Od: marco.vann...@gmail.com
> > Komu: "User questions and discussions about OTRS." 
> > Datum: 09.02.2010 14:24
> > Předmět: Re: [otrs] PROPER STANDARD procedure for upgrade
>
> >
> >hi you,
>
> if you have a rpm there is no problem to uvh... you just have to pay
> attention to rpmnew files that this operation generates.
>
> MV
>
> On Tue, Feb 9, 2010 at 1:17 PM, Otrs Customer wrote:
> > >
>>
>> Hi all,
>> >is there a proper standard procedure how to upgrade/patch OTRS on
>> different OS ?
>> >I'm using Fedora and OTRS 2.4.4 and I've browsed the lists all over and
>> found million opinions on upgrade.
>> >It seems that there is no standard procedure at all...
>> >Some people even say that rpm -Uvh  will do the job but I'm not
>> sure - maybe I'm a bit doubtful because I've read so many opinions on this
>> matter.
>> >So is there ANY proper standard procedure how to upgrade/update/patch
>> OTRS from 2.4.4 to 2.4.7 on Fedora ?
>> >Thanks,
>> >Cheers
>> >
>> >
>> >-
>> >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
>> >
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>> >
>
>
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Re: [otrs] PROPER STANDARD procedure for upgrade

[Otrs Customer]

What kind of attention ? Or what did you mean by that ? :)
Thanks
Cheers

__
> Od: marco.vann...@gmail.com
> Komu: "User questions and discussions about OTRS." 
> Datum: 09.02.2010 14:24
> Předmět: Re: [otrs] PROPER STANDARD procedure for upgrade
>
>hi you,
if you have a rpm there is no problem to uvh... you just have to pay attention 
to rpmnew files that this operation generates.
MV

On Tue, Feb 9, 2010 at 1:17 PM, Otrs Customer  wrote:
 > >Hi all,
 >is there a proper standard procedure how to upgrade/patch OTRS on different 
 >OS ?
 >I'm using Fedora and OTRS 2.4.4 and I've browsed the lists all over and found 
 >million opinions on upgrade.
 >It seems that there is no standard procedure at all...
 >Some people even say that rpm -Uvh  will do the job but I'm not 
 >sure - maybe I'm a bit doubtful because I've read so many opinions on this 
 >matter.
 >So is there ANY proper standard procedure how to upgrade/update/patch OTRS 
 >from 2.4.4 to 2.4.7 on Fedora ?
 >Thanks,
 >Cheers
 >
 >
 >-
 >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/
 >
 > >-
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 >Archive: http://lists.otrs.org/pipermail/otrs
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 >
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 >http://www.otrs.com/en/support/enterprise-subscription/
 >

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Re: [otrs] Customer Logins

[Garren McKelvey]

Sorry for the delay in my reply.  Work has put me on other
projectsMay take me a couple weeks before I can work on this again.
I'll keep you guys updated on my progress.  =)

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Sourabh Sarwate
Sent: Monday, February 08, 2010 11:13 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Logins

 

Ya I jsut want to know... to understand what could be the porblem.

 

 

Regards 

Sourabh Sarwate

On Tue, Feb 9, 2010 at 12:29 AM, James Morgan
 wrote:

Very easily Sourabh - either via PhoneTicket or EmailTicket.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Sourabh Sarwate
Sent: Tuesday, 9 February 2010 4:23 AM 


To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Logins

 

Hi,

 

Can you please explain how your agent is creating the ticket on the
behalf of customer.Also plesae check the mail id of customer.

 

 

Regards 

Sourabh Sarwate

On Mon, Feb 8, 2010 at 6:59 PM, Garren McKelvey 
wrote:

Thanks for letting me know about the default.  I'll make sure to turn it
off before we let customers in.

 

In the meantime, I checked one of my test customers and made sure that
the customerID was there and that tickets agents make would pull up the
ID.  So for example, testcustomer1 has an ID of tst and all tickets open
and closed have that in their name.  However, when I log in as
testcustomer1 it still doesn't show any tickets the agents made.  Maybe
I have a setting turned off?  

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
James Morgan
Sent: Sunday, February 07, 2010 3:24 PM 


To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Logins

 

Very easy mistake to make!

 

By default the customer interface will allow customers to create
tickets, fyi.

 

The customer interface allows a customer to login and see tickets they
have created, and tickets their company has created.  For this to work
you need to set the CustomerID on their account, and make sure that
tickets being created have the correct User and Customer ID.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Garren McKelvey
Sent: Saturday, 6 February 2010 9:08 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Logins

 

Now that I feel stupid, I'm going to ask another dumb question.

 

I logged in as a customer, but maybe I don't understand how customer
login works.  My boss wants the customers to be able to see all open and
closed tickets assigned to them.  We don't plan to let customers make
their own tickets, our agents will make them all.  But when I log in as
a customer I know has open tickets it shows as 0 tickets.  What should I
do?

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
James Morgan
Sent: Thursday, February 04, 2010 5:16 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Logins

 

Are you trying to log in via the Agent interface rather than the
Customer interface by any chance?

 

http://your-domain/otrs/customer.pl

 

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Garren McKelvey
Sent: Friday, 5 February 2010 11:13 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Customer Logins

 

I know I'm going to feel stupid asking this

 

I'm having an issue with customer user logins.  I have made user
accounts for all of my company's customers so they can view their
tickets.  But when I go to the login page none of the customer user
accounts I created work.  It says I have an invalid username/password.
I've checked to make sure I'm not doing something really dumb like
misspell the name, and I'm not.

 

I also looked through the FAQ and help manuals and can't find anything
that has to be specifically turned on to make it possible for customers
to log in.  Anyone have any ideas?

 

-Garren McKelvey

 


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Re: [otrs] PROPER STANDARD procedure for upgrade

[Marco Vannini]

hi you,

if you have a rpm there is no problem to uvh... you just have to pay
attention to rpmnew files that this operation generates.

MV

On Tue, Feb 9, 2010 at 1:17 PM, Otrs Customer wrote:

> Hi all,
> is there a proper standard procedure how to upgrade/patch OTRS on different
> OS ?
> I'm using Fedora and OTRS 2.4.4 and I've browsed the lists all over and
> found million opinions on upgrade.
> It seems that there is no standard procedure at all...
> Some people even say that rpm -Uvh  will do the job but I'm not
> sure - maybe I'm a bit doubtful because I've read so many opinions on this
> matter.
> So is there ANY proper standard procedure how to upgrade/update/patch OTRS
> from 2.4.4 to 2.4.7 on Fedora ?
> Thanks,
> Cheers
>
>
> -
> 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/
>
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[otrs] PROPER STANDARD procedure for upgrade

[Otrs Customer]

Hi all,
is there a proper standard procedure how to upgrade/patch OTRS on different OS ?
I'm using Fedora and OTRS 2.4.4 and I've browsed the lists all over and found 
million opinions on upgrade.
It seems that there is no standard procedure at all...
Some people even say that rpm -Uvh  will do the job but I'm not sure 
- maybe I'm a bit doubtful because I've read so many opinions on this matter.
So is there ANY proper standard procedure how to upgrade/update/patch OTRS from 
2.4.4 to 2.4.7 on Fedora ?
Thanks,
Cheers


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Re: [otrs] Queues and New Ticket

[Tore Lønøy]

Create roles, and give access to different groups, which again is
linked to their correct queue.

On 9 February 2010 14:00, Nuno Ranito  wrote:
> Hello
>
> How can I restrict which queues the client can see to insert a new ticket?
> For instance, I want user A to access queue "Aplications" and "Network", and
> user B to insert new ticket in queue "Billing".
>
> Thank you for any help.
>
> --
> Neos IT | www.neosit.pt
> Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal
> Tel +351 210 105 610 | Fax. +351 239 101 108
> Tm +351 913 699 961 | E-mail nran...@neosit.pt
>
>
>
> [ Antes de imprimir esta mensagem pense no ambiente. Before printing this
> message, think about environment ]
>
> NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação
> privilegiada e confidencial. Se não é o destinatário da presente
> comunicação, agradecemos que nos informe e elimine a mensagem sem que a
> mesma seja divulgada, distribuida ou copiada.
>
> CONFIDENTIALITY: This e-mail and any attachments are confidential and may be
> privileged. If you are not a named recipient, please notify the sender
> immediately and do not disclose the contents to another person, use it for
> any purpose or store or copy the information in any medium.
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
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>
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>
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Re: [otrs] using notifications

[David Holder]

Hi Nuno

Specification for Note Added notification:

Recipient: Customer
Event: Article Create
Article Type: note-external

Then add your relevant subject and text fields, something like:

,

A note has been added to your ticket :

Ticket Title : 
Ticket Number : 




The OTRS_AGENT_BODY will take the text that was added to the note.

Regards,


On Tue, Feb 9, 2010 at 1:07 PM, Nuno Ranito  wrote:

> DAvid
>
> How did you implement this one?
>
> * Note Added (when a note is added as a note-external, that gets e-mailed to
> the customer)
>
>
>
> 2010/2/9 David Holder 
>
> Hi Manish,
>>
>> You can use configuration settings for the queue in conjunction with a
>> generic agent to accomplish this. I haven't done it myself, but it should
>> give you a start.
>>
>> The information for this can be found here :
>> http://doc.otrs.org/2.3/en/html/x1519.html
>>
>> Let us know how you get on.
>>
>> Regards,
>>
>> David
>>
>>
>> On Tue, Feb 9, 2010 at 11:10 AM, manish ramteke <
>> manish.s.ramt...@gmail.com> wrote:
>>
>>> Hi David,
>>>
>>> Thanks for guidance.I have a situation wherein if a particular ticket has
>>> crossed the threshold time of resolving,
>>> event based notification should be sent to management for escalation.
>>>
>>> What I would like to know is how would I associate this escalation
>>> notification with the ticket.
>>> How to configure the ticket so that escalation notification will be
>>> triggered.
>>>
>>>
>>>
>>>
>>> On Tue, Feb 9, 2010 at 4:31 PM, David Holder wrote:
>>>
 Hi Manish,

 What are you trying to notify?

 There are essentially two groups of notifications in OTRS, First of all
 are automatic responses. So, for example, when mails are put in a specific
 queue the following notifications can be configured to despatch:

 * default reply (after new ticket has been created) (auto reply)
 * default reject (after follow up and rejected of a closed ticket) (auto
 reject)
 * default follow up (after a ticket follow up has been added) (auto
 follow up)
 * default reject/new ticket created (after closed follow up with new
 ticket creation) (auto reply/new ticket)

 The second group is event based notifications, which allow you to send
 out notifications based on a specific specification. For me I have the 
 above
 auto notifications selected and a few custom event based notifications:

 * Ticket Assigned
 * Ticket Closed
 * Note Added (when a note is added as a note-external, that gets
 e-mailed to the customer)

 If you can tell us what kind of notification you wish to flag up, we can
 help you implement the type and specification of it.

 Thanks,

   On Tue, Feb 9, 2010 at 5:23 AM, manish ramteke <
 manish.s.ramt...@gmail.com> wrote:

>  Hi,
>
> Please let me know how to use notifications in OTRS.2.4.5
>
> Regards,
> Manish Ramteke
>
>
>
>
> -
> 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/
>


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>>>
>>>
>>>
>>>
>>> Regards,
>>> Manish Ramteke
>>>
>>>
>>>
>>>
>>> -
>>> 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/
>>
>
>
>
> --
> Neos IT | www.neosit.pt
> Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal
> Tel +351 210 105 610 | Fax. +351 239 101 108
> Tm +351 913 699 961 | E-mail nran...@neosit.pt
>
>
>
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> message, think about environment ]
>
> NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação
> privilegiada e confidencial. Se não 

[otrs] Queues and New Ticket

[Nuno Ranito]

Hello

How can I restrict which queues the client can see to insert a new ticket?
For instance, I want user A to access queue "Aplications" and "Network", and
user B to insert new ticket in queue "Billing".

Thank you for any help.

-- 
Neos IT | www.neosit.pt
Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal
Tel +351 210 105 610 | Fax. +351 239 101 108
Tm +351 913 699 961 | E-mail nran...@neosit.pt



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Re: [otrs] using notifications

[Nuno Ranito]

DAvid

How did you implement this one?

* Note Added (when a note is added as a note-external, that gets e-mailed to
the customer)



2010/2/9 David Holder 

> Hi Manish,
>
> You can use configuration settings for the queue in conjunction with a
> generic agent to accomplish this. I haven't done it myself, but it should
> give you a start.
>
> The information for this can be found here :
> http://doc.otrs.org/2.3/en/html/x1519.html
>
> Let us know how you get on.
>
> Regards,
>
> David
>
>
> On Tue, Feb 9, 2010 at 11:10 AM, manish ramteke <
> manish.s.ramt...@gmail.com> wrote:
>
>> Hi David,
>>
>> Thanks for guidance.I have a situation wherein if a particular ticket has
>> crossed the threshold time of resolving,
>> event based notification should be sent to management for escalation.
>>
>> What I would like to know is how would I associate this escalation
>> notification with the ticket.
>> How to configure the ticket so that escalation notification will be
>> triggered.
>>
>>
>>
>>
>> On Tue, Feb 9, 2010 at 4:31 PM, David Holder wrote:
>>
>>> Hi Manish,
>>>
>>> What are you trying to notify?
>>>
>>> There are essentially two groups of notifications in OTRS, First of all
>>> are automatic responses. So, for example, when mails are put in a specific
>>> queue the following notifications can be configured to despatch:
>>>
>>> * default reply (after new ticket has been created) (auto reply)
>>> * default reject (after follow up and rejected of a closed ticket) (auto
>>> reject)
>>> * default follow up (after a ticket follow up has been added) (auto
>>> follow up)
>>> * default reject/new ticket created (after closed follow up with new
>>> ticket creation) (auto reply/new ticket)
>>>
>>> The second group is event based notifications, which allow you to send
>>> out notifications based on a specific specification. For me I have the above
>>> auto notifications selected and a few custom event based notifications:
>>>
>>> * Ticket Assigned
>>> * Ticket Closed
>>> * Note Added (when a note is added as a note-external, that gets e-mailed
>>> to the customer)
>>>
>>> If you can tell us what kind of notification you wish to flag up, we can
>>> help you implement the type and specification of it.
>>>
>>> Thanks,
>>>
>>>   On Tue, Feb 9, 2010 at 5:23 AM, manish ramteke <
>>> manish.s.ramt...@gmail.com> wrote:
>>>
  Hi,

 Please let me know how to use notifications in OTRS.2.4.5

 Regards,
 Manish Ramteke




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 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
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>>>
>>>
>>> -
>>> 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/
>>>
>>
>>
>>
>>
>> Regards,
>> Manish Ramteke
>>
>>
>>
>>
>> -
>> 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/
>



-- 
Neos IT | www.neosit.pt
Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal
Tel +351 210 105 610 | Fax. +351 239 101 108
Tm +351 913 699 961 | E-mail nran...@neosit.pt



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Archive: http://l

Re: [otrs] [OTRS] Junk Mail

[David Holder]

Or the postmaster filter should be able to do this.

On Tue, Feb 9, 2010 at 12:10 PM, Ralf Hildebrandt <
ralf.hildebra...@charite.de> wrote:

> * Anil Jethiji :
>
> > Is there any way in which I can use the 'Outlook style' of filtering
> > Junk Emails?
> >
> > So, I want to remove/move to a junk queue, any mail that has a certain
> > word in the subject or body?
>
> Use a generic agent
> --
> Ralf Hildebrandt
>  Geschäftsbereich IT | Abteilung Netzwerk
>  Charité - Universitätsmedizin Berlin
>  Campus Benjamin Franklin
>  Hindenburgdamm 30 | D-12203 Berlin
>  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
>  ralf.hildebra...@charite.de | http://www.charite.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/
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Re: [otrs] [OTRS] Junk Mail

[Ralf Hildebrandt]

* Anil Jethiji :

> Is there any way in which I can use the 'Outlook style' of filtering
> Junk Emails?
> 
> So, I want to remove/move to a junk queue, any mail that has a certain
> word in the subject or body?  

Use a generic agent
-- 
Ralf Hildebrandt
  Geschäftsbereich IT | Abteilung Netzwerk
  Charité - Universitätsmedizin Berlin
  Campus Benjamin Franklin
  Hindenburgdamm 30 | D-12203 Berlin
  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
  ralf.hildebra...@charite.de | http://www.charite.de

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Re: [otrs] using notifications

[David Holder]

Hi Manish,

You can use configuration settings for the queue in conjunction with a
generic agent to accomplish this. I haven't done it myself, but it should
give you a start.

The information for this can be found here :
http://doc.otrs.org/2.3/en/html/x1519.html

Let us know how you get on.

Regards,

David

On Tue, Feb 9, 2010 at 11:10 AM, manish ramteke
wrote:

> Hi David,
>
> Thanks for guidance.I have a situation wherein if a particular ticket has
> crossed the threshold time of resolving,
> event based notification should be sent to management for escalation.
>
> What I would like to know is how would I associate this escalation
> notification with the ticket.
> How to configure the ticket so that escalation notification will be
> triggered.
>
>
>
>
> On Tue, Feb 9, 2010 at 4:31 PM, David Holder wrote:
>
>> Hi Manish,
>>
>> What are you trying to notify?
>>
>> There are essentially two groups of notifications in OTRS, First of all
>> are automatic responses. So, for example, when mails are put in a specific
>> queue the following notifications can be configured to despatch:
>>
>> * default reply (after new ticket has been created) (auto reply)
>> * default reject (after follow up and rejected of a closed ticket) (auto
>> reject)
>> * default follow up (after a ticket follow up has been added) (auto follow
>> up)
>> * default reject/new ticket created (after closed follow up with new
>> ticket creation) (auto reply/new ticket)
>>
>> The second group is event based notifications, which allow you to send out
>> notifications based on a specific specification. For me I have the above
>> auto notifications selected and a few custom event based notifications:
>>
>> * Ticket Assigned
>> * Ticket Closed
>> * Note Added (when a note is added as a note-external, that gets e-mailed
>> to the customer)
>>
>> If you can tell us what kind of notification you wish to flag up, we can
>> help you implement the type and specification of it.
>>
>> Thanks,
>>
>> On Tue, Feb 9, 2010 at 5:23 AM, manish ramteke <
>> manish.s.ramt...@gmail.com> wrote:
>>
>>> Hi,
>>>
>>> Please let me know how to use notifications in OTRS.2.4.5
>>>
>>> Regards,
>>> Manish Ramteke
>>>
>>>
>>>
>>>
>>> -
>>> 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/
>>
>
>
>
>
> Regards,
> Manish Ramteke
>
>
>
>
> -
> 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
>
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>
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Re: [otrs] using notifications

[manish ramteke]

Hi David,

Thanks for guidance.I have a situation wherein if a particular ticket has
crossed the threshold time of resolving,
event based notification should be sent to management for escalation.

What I would like to know is how would I associate this escalation
notification with the ticket.
How to configure the ticket so that escalation notification will be
triggered.



On Tue, Feb 9, 2010 at 4:31 PM, David Holder  wrote:

> Hi Manish,
>
> What are you trying to notify?
>
> There are essentially two groups of notifications in OTRS, First of all are
> automatic responses. So, for example, when mails are put in a specific queue
> the following notifications can be configured to despatch:
>
> * default reply (after new ticket has been created) (auto reply)
> * default reject (after follow up and rejected of a closed ticket) (auto
> reject)
> * default follow up (after a ticket follow up has been added) (auto follow
> up)
> * default reject/new ticket created (after closed follow up with new ticket
> creation) (auto reply/new ticket)
>
> The second group is event based notifications, which allow you to send out
> notifications based on a specific specification. For me I have the above
> auto notifications selected and a few custom event based notifications:
>
> * Ticket Assigned
> * Ticket Closed
> * Note Added (when a note is added as a note-external, that gets e-mailed
> to the customer)
>
> If you can tell us what kind of notification you wish to flag up, we can
> help you implement the type and specification of it.
>
> Thanks,
>
> On Tue, Feb 9, 2010 at 5:23 AM, manish ramteke  > wrote:
>
>> Hi,
>>
>> Please let me know how to use notifications in OTRS.2.4.5
>>
>> Regards,
>> Manish Ramteke
>>
>>
>>
>>
>> -
>> 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/
>




Regards,
Manish Ramteke
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Re: [otrs] OTRS not automatically polling for new mail

[David Holder]

Hi Chris,

What is displayed in your system log? try and run the postmaster mail
account (press the "x" underneath "Run Now") and check the log to see what's
happening, this will give us more information to resolve the issue.

Thanks,

On Tue, Feb 9, 2010 at 12:29 AM, Chris Johnson wrote:

>  Greetings,
>
>
>
> I believe that in trying to set up a Customer LDAP and Database data stores
> that OTRS may have gotten ‘confused’.  I pulled the offending configuration,
> and OTRS seemed to behave properly again, however, it is now not polling for
> new mails in my IMAP accounts.  What may be the cause of this?  How do I
> remedy this?
>
>
>
> 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
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/
>
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Re: [otrs] using notifications

[David Holder]

Hi Manish,

What are you trying to notify?

There are essentially two groups of notifications in OTRS, First of all are
automatic responses. So, for example, when mails are put in a specific queue
the following notifications can be configured to despatch:

* default reply (after new ticket has been created) (auto reply)
* default reject (after follow up and rejected of a closed ticket) (auto
reject)
* default follow up (after a ticket follow up has been added) (auto follow
up)
* default reject/new ticket created (after closed follow up with new ticket
creation) (auto reply/new ticket)

The second group is event based notifications, which allow you to send out
notifications based on a specific specification. For me I have the above
auto notifications selected and a few custom event based notifications:

* Ticket Assigned
* Ticket Closed
* Note Added (when a note is added as a note-external, that gets e-mailed to
the customer)

If you can tell us what kind of notification you wish to flag up, we can
help you implement the type and specification of it.

Thanks,

On Tue, Feb 9, 2010 at 5:23 AM, manish ramteke
wrote:

> Hi,
>
> Please let me know how to use notifications in OTRS.2.4.5
>
> Regards,
> Manish Ramteke
>
>
>
>
> -
> 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/
>
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[otrs] [OTRS] Junk Mail

[Anil Jethiji]

Is there any way in which I can use the 'Outlook style' of filtering
Junk Emails?

 

So, I want to remove/move to a junk queue, any mail that has a certain
word in the subject or body?  

 

Thanks. 

 

---

Anil Jethiji, Senior Data Centre Technician, IFL 

 

Email: anil.jeth...@internetf.co.uk 

T:  0845 126 1616

F:  0845 126 1617

D: 0161 850 0471

M: 0782 35 36 398

 

www.internetf.co.uk

 

~~ Business Class Data Centres ~~

 

IFL is a trading name of Internet Facilitators Limited.

Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN.
Registered in England. Company No. 3342636

 

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Re: [otrs] Transfer ticket to a mailing list

[Guillaume Rehm]

ok thanks you.

Is it possible de have the customer email address in the email from 
field instead of OTRS notifications email, just for this event not for 
all other ?


Le 08/02/2010 21:59, Nils Leideck - ITSM a écrit :

Hi,

On 08.02.2010, at 17:17, Guillaume Rehm wrote:

Is it possible to transfer in real time all tickets moved into a 
specific queue to a mailing list (or a simple mail address) ?? I 
wouldn't like to use transfer link into ticket zoom but I would like 
to use the move to specific queue dropdown list function.


you can setup a Event based Notification for this.
You need to have OTRS 2.4.x installed to do so.

Nils Leideck

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Nils Leideck
Senior Consultant

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nils.leid...@otrs.com


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CU @ CeBIT 2010 in Hannover, Germany  and get to 
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Guillaume REHM
Centre de Ressources Informatiques
Responsable Sécurité du Système d'Information (RSSI)

Bibliothèque Nationale et Universitaire de Strasbourg
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BP 51029
67070 Strasbourg

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fax: 03 88 25 28 03
mail: guillaume.r...@bnu.fr
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