Re: [otrs] How to add extra info on Agent Dashboard
Hi Arthur, The link doesn't work? Rosanna From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Arthur de Pauw Sent: 11 February 2010 19:00 To: User questions and discussions about OTRS. Subject: Re: [otrs] How to add extra info on Agent Dashboard Hi, You might want to check this: http://lists.otrs.org/pipermail/otrs/2009-August/027771.html cheers arthur On Thu, Feb 11, 2010 at 6:24 PM, Marretta, Rosanna rosanna.marre...@yrclogistics.com wrote: Hi, Can somebody please tell me which file I need to edit to add the name of the customer to the Agent Dashboard. I would like to see at a glance who the calls are from. Thanks, Rosanna - 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/ -- cheers, arthur - 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] default service/SLA
Hi all, we are trying to use the default service for tickets but it does not seems to work... I've enabled core::ticket service and defined the default service in customers users - services. Is there anything else that I've to configure to st the defined service for any ticket created (from all the method allowed [customer.pl, mail and phone request]) ? Thank you. Marco Vannini - 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] Statistics of escaleted tickets by agent
Thanks both of you ;) @ Michiel Well you are right, but my boss just wants to know which Agent is responible for which escalated Ticket. That all there is to the question ;) The other way for us would be to have a feature like I asked in that Mail http://www.mail-archive.com/otrs@otrs.org/msg29788.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 Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: Michiel Beijen mich...@beefreeit.nl To: User questions and discussions about OTRS. otrs@otrs.org Date: 08.02.2010 22:34 Subject:Re: [otrs] Statistics of escaleted tickets by agent Sent by:otrs-boun...@otrs.org I had a better story! -- Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On 8 Feb 2010 22:04, Nils Leideck - ITSM nils.leid...@leidex.net wrote: Hi Michiel, On 08.02.2010, at 21:58, Michiel Beijen wrote: I'm not German, and not a lawyer, so I might not... I was faster ;-) 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 fro... - 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/ inline: graycol.gifinline: ecblank.gif- 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] Recurring tickets?
You could create a generic agent that opens up said ticket every day. Thus you'd have just one ticket for the task, but this could be an advantage too, depending on what the task implies. Greets Daniel Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Jason B. Loven Gesendet: Dienstag, 16. Februar 2010 20:58 An: otrs@otrs.org Betreff: [otrs] Recurring tickets? Is there a way to create a recurring ticket? We need to schedule a task/ticket to be created Mon-Friday at 8am. -Jason - 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] Blocking tickets
Hello I entered a newly created ticket, which imediatly blocked it. But I lost net in the meanwhile, before I could perform any action, so I couldn't follow the ticket, either anyone else. Question is: is there any way NOT to block the ticket when we enter in it? 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/ 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] From Fiel like a dropdown
Hi, Thanks for your answer but, When I said users I mean agents not costumers, and can you give me a example? I´m quit new in OTRS and not very familiar with Perl. Best regards João Zorro Managed Services . Novabase Av. D. João II, Lote 1.03.2.3 . Parque das Nações 1998-031 Lisboa - Portugal Tel. (+351) 213 836 300 . Fax (+351) 213 836 301 www.novabase.pthttp://www.novabase.pt [cid:image001.gif@01CAAFC5.D5BD1FC0] From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: Tuesday, February 16, 2010 5:55 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] From Fiel like a dropdown Hi, On 15.02.2010, at 17:24, João Zorro wrote: Anyone know that if it is possible to change the text field From, in a Phone Ticket, to a drop-down which data source will be the users email? Just more a question, the From field could be the username instead of the email? I will appreciate any help. this is configurable in the Config.pm file. __Copy__(!!!) all relevant snippets from $OTRS_HOME/Kernel/Config/Defaults.pm. earch for CustomerUser and you will find the standard and some exmaple configurations. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.netmailto:nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germanyhttp://www.cebit.de and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010! inline: image001.gif- 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] Blocking tickets
Do you by any chance mean that the ticket is 'Locked'? If a ticket is locked it does not show up in the Queue View, but you'd find an icon for Locked Tickets in the upper right hand corner of the interface. It should be right there. This will be considered your 'work list'; here you'll find the tickets that are 'assigned' to you. If you for any reason not have any time to work on a particular ticket, you can click Unlock in the ticket zoom, and it will re-appear in the QueueView where other team members can pick it up; or you can explicitly transfer it to another owner of course. hth. -- Michiel Beijen RD Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann 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! http://bit.ly/4qLvqm On Wed, Feb 17, 2010 at 12:02 PM, Nuno Ranito nran...@neosit.pt wrote: Hello I entered a newly created ticket, which imediatly blocked it. But I lost net in the meanwhile, before I could perform any action, so I couldn't follow the ticket, either anyone else. Question is: is there any way NOT to block the ticket when we enter in it? 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/ 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] Blocking tickets
* Michiel Beijen michiel.bei...@otrs.com: Do you by any chance mean that the ticket is 'Locked'? If a ticket is locked it does not show up in the Queue View, but you'd find an icon for Locked Tickets in the upper right hand corner of the interface. It should be right there. Yes, but just creating it shouldn't necessarily mean that it should be locked by him. I often generate tickets just to assign them to somebody else. -- 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/
[otrs] I will be on Medical Leave starting Wed Feb 17 and returning on Mon Mar 1 (tentatively).
I will be out of the office starting 02/17/2010 and will not return until 03/01/2010. I will be on medical leave starting Wed Feb 17 and will return on Mon Mar 1. During my absence, My Management delegate is Fayaz Syed available at 408-717-8925. Please escalate all SAP, BI and HCM Issues to him. On HCM issues, please contact Chiu Peng Fang (in AP) and Vish Ganapathy and/or Srikanth Puranam (in the US) and cc Fayaz Syed. For BI, DW and BIS, please contact Dave Owens and cc Fayaz Syed. For SAP, please contact Chiu Peng Fang and/or Fayaz Syed. On Production Support Issues, please call the Application Service Desk at 408-717-8500 and cc Chiu Peng Fang, Valerie Trang cc Fayaz Syed. On OTRS Issues, please contact Valerie Trang or Sailor Huang. All other Issues, please contact my Manager, Charles Yeh, at 408-717-6500 - 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] Blocking tickets
I realized whqat happened: I created a mail response, but never sent it (because I lost connection). When I created the response, the ticket became locked. 2010/2/17 Ralf Hildebrandt ralf.hildebra...@charite.de * Michiel Beijen michiel.bei...@otrs.com: Do you by any chance mean that the ticket is 'Locked'? If a ticket is locked it does not show up in the Queue View, but you'd find an icon for Locked Tickets in the upper right hand corner of the interface. It should be right there. Yes, but just creating it shouldn't necessarily mean that it should be locked by him. I often generate tickets just to assign them to somebody else. -- 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/ -- 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/ 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] Is it possible to set a 'Ticket creator' field apart from the 'ticket owner' field?
Hi everyone, The subject says it all, pretty much. We currently create a lot of phone tickets and immediately assign them to an employee. The downside to this approach is that it is not possible to see which agent has actually handled the original call. Is this information stored anywhere, and how could I show this in the ticket zoom page? Best regards, Aron Rotteveel - 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] Notification mail, customer interface
Hi all, I have 2 questions 1.) Is there a way how to set up a mail for each queue for example on which all the notifications - regarding the ticket updates - are sent to ? 2.) Is there a way how to display the ticket view in customer interface by the latest update time ? ie to see the most recent updated ticket on top etc... ? Thanks a lot. jb - 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] Is it possible to set a 'Ticket creator' field apart from the 'ticket owner' field?
Hi Aron, Actually, this is recorded in the Ticket History, just click on the History link in a ticket and you can see it right away. There will be a line that lists the NewTicket action, with the original user creating the ticket. I've had the request before from a customer to show the ticket creator in the TicketZoom and then realized this is not simple, the reason is that the create_by field is simply not returned by the TicketGet() function. The data _is_ in the database, but is not exposed via the API. It's still on the list, but expect to see this field present in the TicketGet() in OTRS 3. For now, just click NewTicket and you'd be good :D -- Michiel Beijen RD Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann 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! http://bit.ly/4qLvqm On Wed, Feb 17, 2010 at 1:41 PM, Aron Rotteveel rotteveel.a...@gmail.com wrote: Hi everyone, The subject says it all, pretty much. We currently create a lot of phone tickets and immediately assign them to an employee. The downside to this approach is that it is not possible to see which agent has actually handled the original call. Is this information stored anywhere, and how could I show this in the ticket zoom page? Best regards, Aron Rotteveel - 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] Is it possible to set a 'Ticket creator' field apart from the 'ticket owner' field?
Obviously, I meant, just click History. On Wed, Feb 17, 2010 at 2:17 PM, Michiel Beijen michiel.bei...@otrs.com wrote: Hi Aron, Actually, this is recorded in the Ticket History, just click on the History link in a ticket and you can see it right away. There will be a line that lists the NewTicket action, with the original user creating the ticket. I've had the request before from a customer to show the ticket creator in the TicketZoom and then realized this is not simple, the reason is that the create_by field is simply not returned by the TicketGet() function. The data _is_ in the database, but is not exposed via the API. It's still on the list, but expect to see this field present in the TicketGet() in OTRS 3. For now, just click NewTicket and you'd be good :D -- Michiel Beijen RD Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann 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! http://bit.ly/4qLvqm On Wed, Feb 17, 2010 at 1:41 PM, Aron Rotteveel rotteveel.a...@gmail.com wrote: Hi everyone, The subject says it all, pretty much. We currently create a lot of phone tickets and immediately assign them to an employee. The downside to this approach is that it is not possible to see which agent has actually handled the original call. Is this information stored anywhere, and how could I show this in the ticket zoom page? Best regards, Aron Rotteveel - 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] Attachments managment
Hi there, Let's explain what the situation I currently face. A customer sends an email with attachments ... The ticket is created with the attachments... These attachments are confidential and we don't want them to appear on the ticket. Is there a way to hide or delete these attachments without deleting the ticket? The only solution I got now is to copy the text, paste in a new ticket, delete the initial ticket via generic agent. It is a bit heavy Is there an easy way to do this? Many thanks Philippe 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/
[otrs] Attachments encoding changing
A user attached an htm document to a ticket. When opening the attachment within the ticket system it is fine and legible. When otrs disseminated the email with the attachment it changed a large quantity of the document to ascii and garble. I was wondering if anyone else encountered this issue. Barry J McCall Network Administrator KIT Solutions, LLC 5700 Corporate Drive Suite 530 Pittsburgh, PA 15237 Desk 412.348.0495 Mobile 412.559.6311 Confidentiality Notice: This email message and attachments contain proprietary and confidential information intended only for KIT Solutions LLC and its addressees. If you have received this email in error, please notify KIT Solutions immediately by phone or email and destroy the original message. - 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] Empty Subject In ticket Updates
Hello All, I've posted a couple questions on here and have received some very good responses so thank you in advance. I've seen this question posted a couple times, but have yet to see a solution. My problem is the blank subject every time a customer updates a ticket. Is there some way to set this subject to the original subject? It is very hard to keep track of the tickets when the subject is changing all of the time. In addition, our customers updates will all be pertaining to the same subject so why should they need to re-enter this every time? Ideally, this field would be removed altogether and the subject would be set to retrieve the original subject. In this case, I need to know what file and specifically what variable to modify in order to be able to remove the subject field from the dtl file. Right now if I remove it I get errors because no subject is set. I would settle for having the text field still there but pre-populated with the original subject. This way, the customer does not have to re-enter the subject each time. Is there a variable I can reference in the dtl that has this value? If not, is it possible to call the msyql module from the dtl file (if so, how is this done)? (using otrs 2.4.5) Thanks, Scott - 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] Attachments encoding changing
* Barry McCall bmcc...@kitsolutions.net: A user attached an htm document to a ticket. When opening the attachment within the ticket system it is fine and legible. When otrs disseminated the email with the attachment it changed a large quantity of the document to ascii and garble. I was wondering if anyone else encountered this issue. Which version of OTRS are you using? -- 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/
[otrs] Linux Server or Desktop edition
Hi all Is there any advantage to installing OTRS on to a Linux Server edition, or a Linux Desktop edition? Thanks Neil - 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] Attachments encoding changing
2.4.6 on 7.2-RELEASE-p4 FreeBSD -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Ralf Hildebrandt Sent: Wednesday, February 17, 2010 2:05 PM To: otrs@otrs.org Subject: Re: [otrs] Attachments encoding changing * Barry McCall bmcc...@kitsolutions.net: A user attached an htm document to a ticket. When opening the attachment within the ticket system it is fine and legible. When otrs disseminated the email with the attachment it changed a large quantity of the document to ascii and garble. I was wondering if anyone else encountered this issue. Which version of OTRS are you using? -- 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/ - 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] Which OTRS download?!
If I install Ubuntu Linux, which OTRS download do I need to get?! Thanks Neil - 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] Which OTRS download?!
* Neil Grantham nei...@btinternet.com: If I install Ubuntu Linux, which OTRS download do I need to get?! Easy solution: Install the otrs packages. apt-get install otrs2 That also installs the dependencies. If that version is not recent enough, deinstall and install the tarball http://ftp.otrs.org/pub/otrs/otrs-2.4.7.tar.bz2 -- 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/
Re: [otrs] default service/SLA
Hi, Do you also have hand picked services per-customer? If I remember well, when you have associated certain services to given customers, the Default Services list does not apply Leonardo Certuche On Wed, Feb 17, 2010 at 4:45 AM, Marco Vannini marco.vann...@gmail.comwrote: Hi all, we are trying to use the default service for tickets but it does not seems to work... I've enabled core::ticket service and defined the default service in customers users - services. Is there anything else that I've to configure to st the defined service for any ticket created (from all the method allowed [customer.pl, mail and phone request]) ? Thank you. Marco Vannini - 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] Which OTRS download?!
Thanks Ralf New to Linux! I will give this a go tomorrow Neil - Original Message From: Ralf Hildebrandt ralf.hildebra...@charite.de To: otrs@otrs.org Sent: Wednesday, 17 February, 2010 22:10:29 Subject: Re: [otrs] Which OTRS download?! * Neil Grantham nei...@btinternet.com: If I install Ubuntu Linux, which OTRS download do I need to get?! Easy solution: Install the otrs packages. apt-get install otrs2 That also installs the dependencies. If that version is not recent enough, deinstall and install the tarball http://ftp.otrs.org/pub/otrs/otrs-2.4.7.tar.bz2 -- 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/ - 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] R: Re: default service/SLA
I've cleared any other Il giorno 17/feb/2010 23:20, Leonardo Certuche leonardo.certu...@itcon-ltda.com ha scritto: Hi, Do you also have hand picked services per-customer? If I remember well, when you have associated certain services to given customers, the Default Services list does not apply Leonardo Certuche On Wed, Feb 17, 2010 at 4:45 AM, Marco Vannini marco.vann...@gmail.com wrote: Hi all, we are trying to use the default service for tickets but it does not seems to work. - 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] R: Re: default service/SLA
Sorry... i'm on phone... retrying ... i've cleared any other assignments and defined only the default Il giorno 17/feb/2010 23:20, Leonardo Certuche leonardo.certu...@itcon-ltda.com ha scritto: Hi, Do you also have hand picked services per-customer? If I remember well, when you have associated certain services to given customers, the Default Services list does not apply Leonardo Certuche On Wed, Feb 17, 2010 at 4:45 AM, Marco Vannini marco.vann...@gmail.com wrote: Hi all, we are trying to use the default service for tickets but it does not seems to work. - 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] Linux Server or Desktop edition
Yes, server is best suited to the task since you don't end up with most of the desktop packages that you wouldn't need. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Neil Grantham Sent: Thursday, 18 February 2010 7:34 AM To: OTRS Mailing list Subject: [otrs] Linux Server or Desktop edition Hi all Is there any advantage to installing OTRS on to a Linux Server edition, or a Linux Desktop edition? Thanks Neil - 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] Multiple otrs instances on same server
I had found a howto for this... cannot locate it now. Anyone know of location? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 This message was sent using IMP, the Internet Messaging Program. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] R: Multiple otrs instances on same server
Otrs looking for it in faq.otrs.org Il giorno 18/feb/2010 00:15, Jefferson Davis jda...@standard.k12.ca.us ha scritto: I had found a howto for this... cannot locate it now. Anyone know of location? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 This message was sent using IMP, the Internet Messaging Program. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 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] R: Multiple otrs instances on same server
OK I feel stupid... again. Thanks. Having issues w/second instance responding via email to new tickets. something in the cron or postmaster setup, I'm guessing... - Message from marco.vann...@gmail.com - Date: Thu, 18 Feb 2010 00:16:58 +0100 From: Marco Vannini marco.vann...@gmail.com Reply-To: User questions and discussions about OTRS. otrs@otrs.org Subject: [otrs] R: Multiple otrs instances on same server To: User questions and discussions about OTRS. otrs@otrs.org Otrs looking for it in faq.otrs.org[1] Il giorno 18/feb/2010 00:15, Jefferson Davis jda...@standard.k12.ca.us ha scritto: I had found a howto for this... cannot locate it now. Anyone know of location? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 This message was sent using IMP, the Internet Messaging Program. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - End message from marco.vann...@gmail.com - -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 Links: -- [1] http://faq.otrs.org This message was sent using IMP, the Internet Messaging Program. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] escalation notification
Hi, Once esacalation time value is given in a queue and generic agent (GenericAgent.pm) is set,where to configure email id to which the ticket will be escalated. 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] logs at location /opt/otrs/var/log
Hi, In my OTRS Config.pm file otrs log location provided is /opt/otrs/var/log/otrs.log But no logs are getting generated. There is a log file at this location but is old -rw-rw-r-- 1 otrs nogroup 5271 2010-02-05 04:40 procmail-2010-02.log No new logs are generated since last restart.If I check with utility *System log* in admin area,i can see some messages. Please suggest what could be the reasons that log file is not generated and how to resolve. Thanks in advance. 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-de] E-Mail Benachrichtigung bei Eskalierte Tickets
Guten Tag! Ich habe im OTRS 2.4.6 vier Queues angelegt und jeweils 3-5 Agents den einzelnen Queues zugeordnet (schreibrecht). Unser Dispatcher verschiebt die Tickets in die Queues und ordnet sie dann den jeweiligen Agent als Besitzer zu. Weiters wurde pro Ticket einen SLA definiert welches auch eskalieren kann. Jetzt hätte ich gerne eine Eskaltions-Benachrichtigung an den Agent-User (Besitzer), dass er noch ein offenes Ticket hat. Standardmässig kannt ich nur an die Agents der Queue oder an alle Agents mit schreibrechten eine Benachrichtigung schicken. Wie kann ich sie nur an den Besitzer schicken? Benachrichtigung(Ereigniss) oder GenericAgent.pl (GenericAgent.pm/GUI)? Danke Charly Disclaimer: http://www.abv.at/unternehmen/impressum_Disclaimer.htm - 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-de] TicketFreeTime mit bereits aktiviertem Haken bei der Ticketerfassung
Hallo Leute, wie kann ich erreichen dass der Haken bei einem TicketFreeTime-Feld schon in der Erfassungsmaske beim Customer gesetzt ist? Ich möchte aber nicht dass das Feld zum Pflichtfeld wird. mit freundlichen Grüssen Reinhard Konrad IT- Systemtechnik ___ Rudolf Ölz Meisterbäcker GmbH A-6850 Dornbirn, Achstraße 9 Tel. +43 / 5572 / 3840-176, Fax DW 8176 FN 68010 s beim Landesgericht Feldkirch UID-Nr. ATU 36157706, DVR-Nr. 6866 mailto:reinhard.kon...@oelz.com www.oelz.comhttp://www.oelz.com - 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-de] Eigene View definieren
Hallo Leute, wie muss ich vorgehen wenn ich eine eigene View zur Verfügung stellen will in OTRS 2.4.6? Weiß dzt. leider überhaupt nicht wie ich so etwas anfangen soll. Möchte zB ein TicketFreeTime-Feld mit in der View anzeigen und danach sortieren können. Vielen Dank, mit freundlichen Grüssen Reinhard Konrad IT- Systemtechnik ___ Rudolf Ölz Meisterbäcker GmbH A-6850 Dornbirn, Achstraße 9 Tel. +43 / 5572 / 3840-176, Fax DW 8176 FN 68010 s beim Landesgericht Feldkirch UID-Nr. ATU 36157706, DVR-Nr. 6866 mailto:reinhard.kon...@oelz.com www.oelz.comhttp://www.oelz.com - 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/
Re: [otrs-de] E-Mail Benachrichtigung bei Eskalierte Tickets
Am Mittwoch 17 Februar 2010 13:24:36 schrieb Heindl Karl: Jetzt hätte ich gerne eine Eskaltions-Benachrichtigung an den Agent-User (Besitzer), dass er noch ein offenes Ticket hat. Standardmässig kannt ich nur an die Agents der Queue oder an alle Agents mit schreibrechten eine Benachrichtigung schicken. Wie kann ich sie nur an den Besitzer schicken? Benachrichtigung(Ereigniss) oder GenericAgent.pl (GenericAgent.pm/GUI)? Dazu kann ich dir leider nicht helfen, aber welchen Sinn hätte eine solche Eskalationsnachricht? Der Besitzer hat ja bzw. sollte das Ticket bereits auf dem Schirm haben. Meiner Ansicht nach hat die Eskalation gerade den Sinn, dass andere Agents das mitbekommen und mal nachhaken. So verstehen wir das jedenfalls und genau so verwenden wir es. Gruß, Thomas - 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/
