Re: [otrs] queue view subject

[Norbert Bede]

hi Mike,

that works. thanks well.

What do you mean - is there similar config possibility for the  
customer interface ?


norbert


On Mar 11, 2010, at 1:52 PM, James, Michael wrote:


Hi Norbert,

Did you check this setting?;

Ticket -> Frontend::Agent::TicketOverview

Ticket::Frontend::OverviewSmall###ColumnHeader:

Regards
Mike




-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag  
von Norbert Bede

Gesendet: Donnerstag, 11. März 2010 13:08
An: otrs@otrs.org
Betreff: [otrs] queue view subject

hi,

When customer sending an answer to an open ticket - then in queue view
are not showing ticket subject anymore but last added article subject.
This cause mistake in agent and also in customer interfarce.
please help.

nbe222[norbert bede]

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[otrs] Generic Emails

[Deniz Rende]

Hello -

I was wondering if is there any option to set up a generic email template
within otrs for a newly created customer account. For example, a welcome
email template that would be sent whenever an account is created?

Thanks...


-- 
Deniz Rende
E-mail: deniz.re...@gmail.com
Phone: +1 (224) 789-UNIX (8649)
Mobile: +1 (816) 213-2139
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Re: [otrs] Hide the Required Queues on Customer frontend -- solutionfound.

[Nils Leideck - ITSM]

Hi,

On 11.03.2010, at 14:03, Florian Houel wrote:

> That's working like a charm, thank you Ramana.
> This way, as expected in our model, the client sees only it's own main queue. 
> 
> There's just one more thing (for now :-) ) : despite there's just one 
> possible queue for the client, he still has to select it.
> So, is there a way to auto-fill the queue field with this unique possible 
> queue ?
> 
> Thanks for any clue,
> Florian.

I would not recomend to use ACL if you just want to enable 1 Queue.
Search for "OwnQueueSelection" in the SysConfig and you will find your way ;-)

For setting a default Queue you shoudl consider to change the SysConfig Option 
"Action" in Frontend::Customer::ModuleRegistration below "Ticket"-Group to 
something like:
Action=CustomerTicketMessage?Dest=1||Postmaster 

First the DB-ID, followed by two pipes, followed by the current Queuename.

> 
> -Message d'origine-
> De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de ramana
> Envoyé : mercredi 3 mars 2010 07:51
> À : User questions and discussions about OTRS.
> Objet : [otrs] Hide the Required Queues on Customer frontend -- solutionfound.
> 
> Hi Every one.
> 
> IT is possible to hide the Required Queues on Customer frontend.
> 
> IT is working fine for me.
> 
> Solution :
> 
> Hide the Required Queues on Customer frontend
> 
> Add this script on ACL list
> 
> $Self->{TicketAcl}->{'ACL-Customer-Queues'} = {
>Properties => {Frontend => {Action => ['CustomerTicketMessage'] }},
>  PossibleNot => { Ticket => { Queue => ['[RegExp]::',
> '[RegExp]^CHN-IT-L1',
> '[RegExp]^CHN-IT-L2',
> '[RegExp]^HYD-IT-L1',
> '[RegExp]^HYD-IT-L2',
> '[RegExp]^Junk',
> '[RegExp]^Misc',
> '[RegExp]^Raw',
> '[RegExp]^Postmaster',] } }};
> 
> 
> Regards,
> Ramana


Nils Leideck

-- 
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Senior Consultant

nils.leid...@leidex.net
nils.leid...@otrs.com

http://webint.cryptonode.de / a Fractal project



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Re: [otrs] Out of office traduction

[Nils Leideck - ITSM]

Hi,

On 11.03.2010, at 11:40, Guillaume Rehm wrote:

> Do you now where I can translate ***out of office till -MM-DD *** to 
> ***absent du bureau jusqu'au DD/MM/ ***.


I am afraid this seems to be written static in the OTRS files.
But you could change the file "./Kernel/System/User.pm" on line 241 ... but 
keep in mind this is a Core File and will be overwritten with the next update.

Please take the time to file a enhancement request on http://bugs.otrs.org

Nils Leideck

-- 
Nils Leideck
Senior Consultant

nils.leid...@leidex.net
nils.leid...@otrs.com

http://webint.cryptonode.de / a Fractal project



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Re: [otrs] question about FAQ permissions

[Leonardo Certuche]

Hi again,

After examining SysConfig with more detail, I found FAQ ->
Frontend::Agent::ModuleRegistration in which there are the following items
under the faq group with RO attributes:
Explorer
New Article
FAQ-Search
History

These are the buttons on the NavBar, which permissions are working as
expected. My problem is that when I click on any article being logged in as
an user with only RO permission under the faq group and no permissions at
all under the faq_admin group, I still can see the following "buttons":

Back - Edit - History - Print - Link - Delete

I'm particularly interested in hudding the Edit and Delete "buttons", which
an user with only RO permissions should not have available

Any help is highly appreciated,


Leonardo Certuche


On 11 March 2010 11:09, Leonardo Certuche
wrote:

> Thanks for your answer Reto,
>
> I'd be nice if you develop your idea a little further. If I go to Framework
> -> Frontend::Agent::ModuleRegistration as you suggested, I can see several
> objects but none of them related to FAQ. I know I can create ACLs according
> to http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68 but in
> the "list of all possible params" I don't see anyone related to FAQ.
>
> Thanks again,
>
> Leonardo Certuche
>
>
>
> On 11 March 2010 10:43, Reto Müller  wrote:
>
>>  You can set specific acl in sysconfig under
>> Frontend::Agent::ModuleRegistration
>>
>> Regards Reto
>>
>> Am 10.03.10 22:36, schrieb Leonardo Certuche:
>>
>> Hello people,
>>
>> I'm having trouble defining permissions for the FAQ module. Reading
>> http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=250 I
>> understand the following:
>>
>> Put all users, that should be able to add and remove FAQ cathegories etc.
>> to the FAQ, to the "faq_admin" group.
>> Put all users, that should be able to use the FAQ (create new FAQ
>> articles, edit existing FAQ articles), into the "faq" group.
>>
>> So I gave my agent who won't create FAQ articles the following
>> permissions:
>>
>>
>> faq 
>> ro
>>  move
>>  create
>>  note
>>  owner
>>  priority
>>   |  rw
>>   
>> faq_admin 
>>   |
>>
>> Then I log into OTRS as that same agent, go to a given article but it
>> still shows the following options:
>>
>> Back  - 
>> Edit-
>> History-
>> Print-
>> Link-
>> Delete
>>
>> Is there something else I should do in order to make sure a given agent
>> won't be able to create/edit/delete FAQ articles?
>>
>> Thanks in advance for your help,
>>
>> Leonardo Certuche
>>
>>
>> -
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Re: [otrs] question about FAQ permissions

[Leonardo Certuche]

Thanks for your answer Reto,

I'd be nice if you develop your idea a little further. If I go to Framework
-> Frontend::Agent::ModuleRegistration as you suggested, I can see several
objects but none of them related to FAQ. I know I can create ACLs according
to http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68 but in the
"list of all possible params" I don't see anyone related to FAQ.

Thanks again,

Leonardo Certuche


On 11 March 2010 10:43, Reto Müller  wrote:

>  You can set specific acl in sysconfig under
> Frontend::Agent::ModuleRegistration
>
> Regards Reto
>
> Am 10.03.10 22:36, schrieb Leonardo Certuche:
>
> Hello people,
>
> I'm having trouble defining permissions for the FAQ module. Reading
> http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=250 I
> understand the following:
>
> Put all users, that should be able to add and remove FAQ cathegories etc.
> to the FAQ, to the "faq_admin" group.
> Put all users, that should be able to use the FAQ (create new FAQ articles,
> edit existing FAQ articles), into the "faq" group.
>
> So I gave my agent who won't create FAQ articles the following permissions:
>
>
> faq  ro
>  move
>  create
>  note
>  owner
>  priority
>   |  rw
>   
> faq_admin  
>  |
>
> Then I log into OTRS as that same agent, go to a given article but it still
> shows the following options:
>
> Back  - 
> Edit-
> History-
> Print-
> Link-
> Delete
>
> Is there something else I should do in order to make sure a given agent
> won't be able to create/edit/delete FAQ articles?
>
> Thanks in advance for your help,
>
> Leonardo Certuche
>
>
> -
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Re: [otrs] Customize the ticket presentation in the dashboard

[James, Michael]

Hi Reto,

 

Take a look in /opt/otrs/Kernel/Output/HTML/Standard# vi 
AgentDashboardTicketGeneric.dtl

 

I found the solution in some other posts; The text in Red is additional, on our 
dashboard we have the Queue name displayed as well. Change the column span as 
well (also red).

 

 

 







  



  

 



   $Data{"TicketNumber"}



  



  

  

$QData{"Title","70"}

  

  

  

  $QData{"Queue","25"}

  



  $QData{"Time"}













  

$Text{"none"}

  





 

 

Don't forget to back up your file before you make the changes.

 

Cheers

Mike

 

 

 

 



Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Reto 
Müller
Gesendet: Donnerstag, 11. März 2010 16:22
An: otrs@otrs.org
Betreff: [otrs] Customize the ticket presentation in the dashboard

 

Is it possible to customize the dashboard to show the queue name and the state 
time instead of the ticket age for the open ticket box? 
In the SysConfig I found under Frontend::Agent::Dashboard the 
DashboardBackend###0130-TicketOpen element but I don't know the values for Key 
and Content to show the queue name and the state name. 

Kind regards

Reto





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Re: [otrs] question about FAQ permissions

[Reto Müller]

You can set specific acl in sysconfig under 
Frontend::Agent::ModuleRegistration


Regards Reto

Am 10.03.10 22:36, schrieb Leonardo Certuche:

Hello people,

I'm having trouble defining permissions for the FAQ module. Reading 
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=250 
 I 
understand the following:


Put all users, that should be able to add and remove FAQ cathegories 
etc. to the FAQ, to the "faq_admin" group.
Put all users, that should be able to use the FAQ (create new FAQ 
articles, edit existing FAQ articles), into the "faq" group.


So I gave my agent who won't create FAQ articles the following 
permissions:



faq 
 	ro

move
create
note
owner
priority
|  rw
faq_admin 
  
		|



Then I log into OTRS as that same agent, go to a given article but it 
still shows the following options:


Back  - Edit 
 
- History 
 
- Print 
 
- Link 
 
- Delete 



Is there something else I should do in order to make sure a given 
agent won't be able to create/edit/delete FAQ articles?


Thanks in advance for your help,

Leonardo Certuche


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[otrs] Customize the ticket presentation in the dashboard

[Reto Müller]

Is it possible to customize the dashboard to show the queue name and the 
state time instead of the ticket age for the open ticket box?
In the SysConfig I found under Frontend::Agent::Dashboard the 
DashboardBackend###0130-TicketOpen element but I don't know the values 
for Key and Content to show the queue name and the state name.


Kind regards

Reto




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[otrs] queue selection in customer portal

[Norbert Bede]

hi,

I'm looking to similar functionality as in QueueView in Agent  
iterface. In customer user interface I cant find a way, how customer  
user should select tickets only a specific queue. The best way should  
be a dropdown menu or the same as in agent queueview.


nbe222 [norbert bede]
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Re: [otrs] PostMasterMailbox doesn't fetches the mail

[Marco Vannini]

should $HOME be changed in explicit or at least in some kind of %VAR% ?

On Thu, Mar 11, 2010 at 2:34 PM, -- akmych  wrote:

> $HOME
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Re: [otrs] Putting CMDB to work

[Marco Vannini]

no sorry, unfortunately I've abandoned cmdb having inside (another group)
implemented it on other platform/tool and furthermore, we werern't using
linkage between ticket/faq/ci/...

On Thu, Mar 11, 2010 at 2:12 PM, Sandeep Murthy wrote:

> Marco,
>
> Thank you so much!! I installed the packages and now everything shows up :)
>
> One other request: Is there any sample database available polluted with
> sample data for CI items, Incidents and their mapping/ relationships??
>
> I am setting up an internal demonstration and would be a great help if
> anyone can share some sample data.
>
> Cheers,
> Sandeep
>
> --
> *From:* Marco Vannini 
> *To:* User questions and discussions about OTRS. 
> *Sent:* Thu, March 11, 2010 12:10:01 PM
>
> *Subject:* Re: [otrs] Putting CMDB to work
>
> uhoh, But. Did you install ITSM packages ? The group should be created with
> the import of them...
>
> the packages are:
>
> GeneralCatalog
> ITSMCore
> ITSMConfigurationManagement
>
> just for CMDB (rest of the list, correct me if I'm wrong)
>
> and are available via 
> http://ftp.otrs.org/pub/otrs/itsm/packages13otrs.xmlmanageble in Admin - 
> Package Manager or downloading them from the otrs site
> and installable via $OTRS_HOME/bin/opm.pl
>
> HTH
>
> On Thu, Mar 11, 2010 at 12:59 PM, Sandeep Murthy 
> wrote:
>
>> Thanks for the information. I found only 3 predefined groups - admin,
>> stats and users. I created a new group "itsm-configitem", enabled all
>> permissions but still no "ConfigItem" in the NavBar.
>>
>>
>> --
>> *From:* Marco Vannini 
>> *To:* User questions and discussions about OTRS. 
>> *Sent:* Thu, March 11, 2010 11:42:18 AM
>> *Subject:* Re: [otrs] Putting CMDB to work
>>
>> You should be part of itsm-configitem group, then you will have the
>> ConfigItem in NavBar. To define new or modify the existant CI you should
>> access [ Config Item ] in admin section
>>
>>
>>
>>
>>
>> -
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>
>
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[otrs] PostMasterMailbox doesn't fetches the mail

[-- akmych]

I use OTRS 2.4.7 for Win. It works fine, except fetches mail automatically.

When i use "Run Now!" command via "PostMaster Mail Account", OTRS fetches
all new mail from my POP3 account.

When in cmd I type command
*C:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe "C:\Program
Files\OTRS\OTRS\bin\PostMasterMailbox.pl"*
it receive email.

But cron job postmaster_mailbox doesn't fetches the mail although it execute
every 2 minutes.

postmaster_mailbox.dist:
*/2 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null

my cronw.log:
[2010/03/11 12:38:00] state: SERVICE_RUNNING
[2010/03/11 12:38:00] checking for jobs to run
[2010/03/11 12:38:00] skip reading crontab - file unchanged
[2010/03/11 12:38:00] checking jobs at min: 38, hour: 12, day: 11, month: 2,
wday: 4
[2010/03/11 12:38:00] found job to execute:
'C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe' with
C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl
[2010/03/11 12:38:00] executing job
C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe -
C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl
[2010/03/11 12:38:00] Win32::Process::Create('C:\Program
Files\OTRS\StrawberryPerl\perl\bin\perl.exe', 'perl "C:\Program
Files\OTRS\CRONw\cronService.pl"
--exec=433a2f50524f4752417e312f4f5452532f537472617762657272795065726c2f7065726c2f62696e2f7065726c2e657865
--args=433a2f50524f4752417e312f4f5452532f4f5452532f62696e2f506f73744d61737465724d61696c626f782e706c20',
'.')
[2010/03/11 12:38:00] will sleep 20 seconds
[2010/03/11 12:38:00] going to start
C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe with arguments
'C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl '
[2010/03/11 12:38:00] Win32::Process::Create('c:\system\4nt\4nt.exe',
'"4nt.exe" /C "C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe
C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl "',
'C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin')
[2010/03/11 12:38:00] Process 2248 started
[2010/03/11 12:38:00] Process 2248 finished. Exit code: 2

so it doesn't work -- and i don't know why.
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Re: [otrs] Hide the Required Queues on Customer frontend -- solutionfound.

[Florian Houel]

That's working like a charm, thank you Ramana.
This way, as expected in our model, the client sees only it's own main queue. 

There's just one more thing (for now :-) ) : despite there's just one possible 
queue for the client, he still has to select it.
So, is there a way to auto-fill the queue field with this unique possible queue 
?

Thanks for any clue,
Florian.

-Message d'origine-
De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de ramana
Envoyé : mercredi 3 mars 2010 07:51
À : User questions and discussions about OTRS.
Objet : [otrs] Hide the Required Queues on Customer frontend -- solutionfound.

Hi Every one.

IT is possible to hide the Required Queues on Customer frontend.

IT is working fine for me.

Solution :

Hide the Required Queues on Customer frontend

Add this script on ACL list

$Self->{TicketAcl}->{'ACL-Customer-Queues'} = {
Properties => {Frontend => {Action => ['CustomerTicketMessage'] }},
  PossibleNot => { Ticket => { Queue => ['[RegExp]::',
'[RegExp]^CHN-IT-L1',
'[RegExp]^CHN-IT-L2',
'[RegExp]^HYD-IT-L1',
'[RegExp]^HYD-IT-L2',
'[RegExp]^Junk',
'[RegExp]^Misc',
'[RegExp]^Raw',
'[RegExp]^Postmaster',] } }};


Regards,
Ramana
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Re: [otrs] Putting CMDB to work

[Sandeep Murthy]

Marco,

Thank you so much!! I installed the packages and now everything shows up :)

One other request: Is there any sample database available polluted with sample 
data for CI items, Incidents and their mapping/ relationships??

I am setting up an internal demonstration and would be a great help if anyone 
can share some sample data.

Cheers,
Sandeep





From: Marco Vannini 
To: User questions and discussions about OTRS. 
Sent: Thu, March 11, 2010 12:10:01 PM
Subject: Re: [otrs] Putting CMDB to work

uhoh, But. Did you install ITSM packages ? The group should be created with the 
import of them...

the packages are:

GeneralCatalog
ITSMCore
ITSMConfigurationManagement

just for CMDB (rest of the list, correct me if I'm wrong)

and are available via http://ftp.otrs.org/pub/otrs/itsm/packages13otrs.xml 
manageble in Admin - Package Manager or downloading them from the otrs site and 
installable via $OTRS_HOME/bin/opm.pl 

HTH


On Thu, Mar 11, 2010 at 12:59 PM, Sandeep Murthy  
wrote:

>
>Thanks for the information. I found only 3 predefined groups - admin, stats 
>and users. I created a new group "itsm-configitem", enabled all permissions 
>but still no "ConfigItem" in the NavBar.
>
>
>
>
>

From: Marco Vannini 
>To: User questions and discussions about OTRS. 
>Sent: Thu, March 11, 2010 11:42:18 AM
>Subject: Re: [otrs] Putting CMDB
> to work
>
>
>>You should be part of itsm-configitem group, then you will have the 
>>ConfigItem in NavBar. To define new or modify the existant CI you should 
>>access [ Config Item ] in admin section
>>
>
>
>
>
>
>
>
>-
>>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] queue view subject

[James, Michael]

Hi Norbert,

Did you check this setting?;

Ticket -> Frontend::Agent::TicketOverview

Ticket::Frontend::OverviewSmall###ColumnHeader:

Regards
Mike




-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Norbert Bede
Gesendet: Donnerstag, 11. März 2010 13:08
An: otrs@otrs.org
Betreff: [otrs] queue view subject

hi,

When customer sending an answer to an open ticket - then in queue view  
are not showing ticket subject anymore but last added article subject.  
This cause mistake in agent and also in customer interfarce.
please help.

nbe222[norbert bede]

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Re: [otrs] Putting CMDB to work

[Marco Vannini]

uhoh, But. Did you install ITSM packages ? The group should be created with
the import of them...

the packages are:

GeneralCatalog
ITSMCore
ITSMConfigurationManagement

just for CMDB (rest of the list, correct me if I'm wrong)

and are available via
http://ftp.otrs.org/pub/otrs/itsm/packages13otrs.xmlmanageble in Admin
- Package Manager or downloading them from the otrs site
and installable via $OTRS_HOME/bin/opm.pl

HTH

On Thu, Mar 11, 2010 at 12:59 PM, Sandeep Murthy wrote:

> Thanks for the information. I found only 3 predefined groups - admin, stats
> and users. I created a new group "itsm-configitem", enabled all permissions
> but still no "ConfigItem" in the NavBar.
>
>
> --
> *From:* Marco Vannini 
> *To:* User questions and discussions about OTRS. 
> *Sent:* Thu, March 11, 2010 11:42:18 AM
> *Subject:* Re: [otrs] Putting CMDB to work
>
> You should be part of itsm-configitem group, then you will have the
> ConfigItem in NavBar. To define new or modify the existant CI you should
> access [ Config Item ] in admin section
>
>
>
>
>
> -
> 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] queue view subject

[Norbert Bede]

hi,

When customer sending an answer to an open ticket - then in queue view  
are not showing ticket subject anymore but last added article subject.  
This cause mistake in agent and also in customer interfarce.

please help.

nbe222[norbert bede]

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Re: [otrs] Putting CMDB to work

[Sandeep Murthy]

Thanks for the information. I found only 3 predefined groups - admin, stats and 
users. I created a new group "itsm-configitem", enabled all permissions but 
still no "ConfigItem" in the NavBar.






From: Marco Vannini 
To: User questions and discussions about OTRS. 
Sent: Thu, March 11, 2010 11:42:18 AM
Subject: Re: [otrs] Putting CMDB to work

You should be part of itsm-configitem group, then you will have the ConfigItem 
in NavBar. To define new or modify the existant CI you should access [ Config 
Item ] in admin section


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Re: [otrs] Putting CMDB to work

[Marco Vannini]

You should be part of itsm-configitem group, then you will have the
ConfigItem in NavBar. To define new or modify the existant CI you should
access [ Config Item ] in admin section
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[otrs] Putting CMDB to work

[Sandeep Murthy]

Hi,

I have installed OTRS on a local server but am still
unable to located the CMDB feature in the Admin area. Could anyone please 
indicate
the link to this feature? I am very much interested in adding CIs, visualizing
them and mapping them to incidents.

Thanks,
Sandeep





From: Guillaume Rehm 
To: User questions and discussions about OTRS. 
Sent: Thu, March 11, 2010 10:32:43 AM
Subject: Re: [otrs] Agent notification not working

To have default notifications, you
must have nothing in Notification(event) and have your 
language::Agent::NewTicket
line to custom your text in Notification.
Do you try your notifications by creating new tickets ? Or just
follow-up (respond to an older one) ? In this case, in the queue
config, you must put follup-up : possible or create new.
Can you send email from OTRS to an agent ? Try to use Admin
notification in admin area to test it.

Hope this help.

Le 11/03/2010 10:37, manish ramteke a écrit : 
Hi,
>
>>Yes ticket is in that particular queue.yes is selected for required
>colum.
>
>"Do you play with
>notification(event) for event TicketCreate ?" .what
>settings are required for
>>this.
>
>>Are there any settings required for Notification and
>Notification(event) in admin area.
>
>>Nothing relevant is seen in the logs.
>
>>Thanks
>
>
>
>On Thu, Mar 11, 2010 at 1:54 PM, Guillaume
>Rehm  >wrote:
>
>your ticket is in this queue ?
In preference of the agent, do you have selected yes for the middle
>>column (about notification).
Do you play with notification(event) for event TicketCreate ? In this
>>case you have a mistake in your param.
>>
What do you see in log box ?
>>
>>
Le 11/03/2010 08:55, manish ramteke a écrit :
>> 
>>Hi,
>>>
>>Yes have selected a queue in agent preferences and its blue. But still
>>>with this setting I am
>>not getting notification.
>>>
>>>
>>>On Thu, Mar 11, 2010 at 1:20 PM,
>>>Guillaume
>>>Rehm  >>>wrote:
>>>
>>>Hi again,

Do you select prefered queue in agent preferences ?
All queues for this agent must be in blue to have notifications from
these queue.

Le 11/03/2010 07:35, manish ramteke a écrit :
 
Hi,Please help me with this.
>
>
>On Thu, Mar 11, 2010 at 11:39 AM,
>manish
>ramteke  >wrote:
>
>Hi,
>>
I have done changes in Preferences and enabled ticket all 
notification
>>for a agent.Agent belongs to a particular queue
Are there any other settings required in queue or for user which I
>>might be missing.
>>
Please suggest.
>>
Regards,
>>Manish Ramteke
>>
>>
>>
>>
>
>
>
>>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/

-- 
Guillaume REHM
Centre de Ressources Informatiques
Responsable Sécurité du Système d'Information (RSSI)

Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
67070 Strasbourg

tél: 03 88 25 28 23
fax: 03 88 25 28 03
mail: guillaume.r...@bnu.fr
web: http://www.bnu.fr
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>>>
>>>
>>-- 
>>Regards,
>>Manish Ramteke
>>>
>>>
>>>
>>>
>>>
>>>-
>>>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!
>>>http://www.otrs.com/en/support/enterprise-subscription/
>>
>>-- 
>>Guillaume REHM
>>Centre de Ressources Informatiques
>>Responsable Sécurité du Système d'Information (RSSI)
>>
>>Bibliothèque Nationale et Universitaire de Strasbourg
>>5 rue du Maréchal Joffre
>>BP 51029
>>67070 Strasbourg
>>
>>tél: 03 88 25 28 23
>>fax: 03 88 25 28 03
>>mail: guillaume.r...@bnu.fr
>>web: http://www.bnu.fr
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>>
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[otrs] Updating followup/first reply times when replying by email.

[Martin Møller]

Hi there.
 
It seems that when you reply to a case via e-mail you are automatically assumed 
to be a customer and the SLA times for first reply and/or followup reply is not 
updated.
In our case, many agents prefer to update their cases by e-mail, so how can I 
update these fields via Postmaster filters matching our email domain?
 
I see some fields about pending time, but that is not related to the SLA, is 
it? I am not sure which, if any of the TicketTime fields would be the one to 
look at, and not sure I would be able to do the required things with the normal 
PostMaster filters...
 
Basically, I would like the counters to reset to zero, just as they would when 
using the web interface.
Is this possible?
 
Regards,
 
/Martin.
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Re: [otrs] Agent notification not working

[manish ramteke]

Hi,

Okay . I have not done anything with Notification(event) .
The notification that I want to send to agents is for new created
ticket.Sending mails from OTRS to agent works if I do it manually
Also I have a auto reply set to send acknowledgment to customer upon a new
ticket request which works fine.

Only notifications such as "new ticket", "follow up" are not working.

Thanks


On Thu, Mar 11, 2010 at 4:02 PM, Guillaume Rehm wrote:

>  To have default notifications, you must have nothing in
> Notification(event) and have your language::Agent::NewTicket line to
> custom your text in Notification.
> Do you try your notifications by creating new tickets ? Or just follow-up
> (respond to an older one) ? In this case, in the queue config, you must put
> follup-up : possible or create new.
> Can you send email from OTRS to an agent ? Try to use Admin notification in
> admin area to test it.
>
> Hope this help.
>
> Le 11/03/2010 10:37, manish ramteke a écrit :
>
> Hi,
>
> Yes ticket is in that particular queue.yes is selected for required colum.
>
> "Do you play with notification(event) for event TicketCreate ?" .what
> settings are required for
> this.
>
> Are there any settings required for Notification and Notification(event) in
> admin area.
>
> Nothing relevant is seen in the logs.
>
> Thanks
>
>
> On Thu, Mar 11, 2010 at 1:54 PM, Guillaume Rehm wrote:
>
>>  your ticket is in this queue ?
>> In preference of the agent, do you have selected yes for the middle column
>> (about notification).
>> Do you play with notification(event) for event TicketCreate ? In this case
>> you have a mistake in your param.
>>
>> What do you see in log box ?
>>
>>
>> Le 11/03/2010 08:55, manish ramteke a écrit :
>>
>> Hi,
>>
>> Yes have selected a queue in agent preferences and its blue. But still
>> with this setting I am
>> not getting notification.
>>
>> On Thu, Mar 11, 2010 at 1:20 PM, Guillaume Rehm wrote:
>>
>>>  Hi again,
>>>
>>> Do you select prefered queue in agent preferences ?
>>> All queues for this agent must be in blue to have notifications from
>>> these queue.
>>>
>>> Le 11/03/2010 07:35, manish ramteke a écrit :
>>>
>>>  Hi,Please help me with this.
>>>
>>> On Thu, Mar 11, 2010 at 11:39 AM, manish ramteke <
>>> manish.s.ramt...@gmail.com> wrote:
>>>
 Hi,

 I have done changes in Preferences and enabled ticket all notification
 for a agent.Agent belongs to a particular queue
 Are there any other settings required in queue or for user which I might
 be missing.

 Please suggest.

 Regards,
 Manish Ramteke




>>>
>>>
>>>
>>> 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/
>>>
>>>
>>> --
>>> Guillaume REHM
>>> Centre de Ressources Informatiques
>>> Responsable Sécurité du Système d'Information (RSSI)
>>>
>>> Bibliothèque Nationale et Universitaire de Strasbourg
>>> 5 rue du Maréchal Joffre
>>> BP 51029
>>> 67070 Strasbourg
>>>
>>> tél: 03 88 25 28 23
>>> fax: 03 88 25 28 03
>>> mail: guillaume.r...@bnu.fr
>>> web: http://www.bnu.fr
>>>
>>>
>>> -
>>> 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/
>>
>>
>> --
>> Guillaume REHM
>> Centre de Ressources Informatiques
>> Responsable Sécurité du Système d'Information (RSSI)
>>
>> Bibliothèque Nationale et Universitaire de Strasbourg
>> 5 rue du Maréchal Joffre
>> BP 51029
>> 67070 Strasbourg
>>
>> tél: 03 88 25 28 23
>> fax: 03 88 25 28 03
>> mail: guillaume.r...@bnu.fr
>> web: http://www.bnu.fr
>>
>>
>> -
>> 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] Out of office traduction

[Guillaume Rehm]

Hi list,

Do you now where I can translate ***out of office till -MM-DD *** to 
***absent du bureau jusqu'au DD/MM/ ***.


This text appears near agent names when they set out of office settings 
in preferences.


I want to translate text and give french date format.

I try to put a translation in my Kernel/Language/fr.pm file without results.

I find nothing in Sysconfig.

Any idea ? Thanks in advance

Regards,

--
Guillaume REHM
Centre de Ressources Informatiques
Responsable Sécurité du Système d'Information (RSSI)

Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
67070 Strasbourg

tél: 03 88 25 28 23
fax: 03 88 25 28 03
mail: guillaume.r...@bnu.fr
web: http://www.bnu.fr

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Re: [otrs] Agent notification not working

[Guillaume Rehm]

To have default notifications, you must have nothing in 
Notification(event) and have your language::Agent::NewTicket line to 
custom your text in Notification.
Do you try your notifications by creating new tickets ? Or just 
follow-up (respond to an older one) ? In this case, in the queue config, 
you must put follup-up : possible or create new.
Can you send email from OTRS to an agent ? Try to use Admin notification 
in admin area to test it.


Hope this help.

Le 11/03/2010 10:37, manish ramteke a écrit :

Hi,

Yes ticket is in that particular queue.yes is selected for required colum.

"Do you play with notification(event) for event TicketCreate ?" .what 
settings are required for

this.

Are there any settings required for Notification and 
Notification(event) in admin area.


Nothing relevant is seen in the logs.

Thanks


On Thu, Mar 11, 2010 at 1:54 PM, Guillaume Rehm > wrote:


your ticket is in this queue ?
In preference of the agent, do you have selected yes for the
middle column (about notification).
Do you play with notification(event) for event TicketCreate ? In
this case you have a mistake in your param.

What do you see in log box ?


Le 11/03/2010 08:55, manish ramteke a écrit :

Hi,

Yes have selected a queue in agent preferences and its blue. But
still with this setting I am
not getting notification.

On Thu, Mar 11, 2010 at 1:20 PM, Guillaume Rehm
mailto:guillaume.r...@bnu.fr>> wrote:

Hi again,

Do you select prefered queue in agent preferences ?
All queues for this agent must be in blue to have
notifications from these queue.

Le 11/03/2010 07:35, manish ramteke a écrit :

Hi,Please help me with this.

On Thu, Mar 11, 2010 at 11:39 AM, manish ramteke
mailto:manish.s.ramt...@gmail.com>> wrote:

Hi,

I have done changes in Preferences and enabled ticket
all notification for a agent.Agent belongs to a
particular queue
Are there any other settings required in queue or for
user which I might be missing.

Please suggest.

Regards,
Manish Ramteke







Regards,
Manish Ramteke




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-- 
Guillaume REHM

Centre de Ressources Informatiques
Responsable Sécurité du Système d'Information (RSSI)

Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
67070 Strasbourg

tél: 03 88 25 28 23
fax: 03 88 25 28 03
mail:guillaume.r...@bnu.fr  
web:http://www.bnu.fr


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-- 
Regards,

Manish Ramteke




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-- 
Guillaume REHM

Centre de Ressources Informatiques
Responsable Sécurité du Système d'Information (RSSI)

Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
67070 Strasbourg

tél: 03 88 25 28 23
fax: 03 88 25 28 03
mail:guillaume.r...@bnu.fr  
web:http://www.bnu.fr


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--
Regards,
Manish Ramteke




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Re: [otrs] Agent notification not working

[manish ramteke]

Hi,

Yes ticket is in that particular queue.yes is selected for required colum.

"Do you play with notification(event) for event TicketCreate ?" .what
settings are required for
this.

Are there any settings required for Notification and Notification(event) in
admin area.

Nothing relevant is seen in the logs.

Thanks


On Thu, Mar 11, 2010 at 1:54 PM, Guillaume Rehm wrote:

>  your ticket is in this queue ?
> In preference of the agent, do you have selected yes for the middle column
> (about notification).
> Do you play with notification(event) for event TicketCreate ? In this case
> you have a mistake in your param.
>
> What do you see in log box ?
>
>
> Le 11/03/2010 08:55, manish ramteke a écrit :
>
> Hi,
>
> Yes have selected a queue in agent preferences and its blue. But still with
> this setting I am
> not getting notification.
>
> On Thu, Mar 11, 2010 at 1:20 PM, Guillaume Rehm wrote:
>
>>  Hi again,
>>
>> Do you select prefered queue in agent preferences ?
>> All queues for this agent must be in blue to have notifications from these
>> queue.
>>
>> Le 11/03/2010 07:35, manish ramteke a écrit :
>>
>>  Hi,Please help me with this.
>>
>> On Thu, Mar 11, 2010 at 11:39 AM, manish ramteke <
>> manish.s.ramt...@gmail.com> wrote:
>>
>>> Hi,
>>>
>>> I have done changes in Preferences and enabled ticket all notification
>>> for a agent.Agent belongs to a particular queue
>>> Are there any other settings required in queue or for user which I might
>>> be missing.
>>>
>>> Please suggest.
>>>
>>> Regards,
>>> Manish Ramteke
>>>
>>>
>>>
>>>
>>
>>
>>
>> Regards,
>> Manish Ramteke
>>
>>
>>
>>
>> -
>> 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!http://www.otrs.com/en/support/enterprise-subscription/
>>
>>
>> --
>> Guillaume REHM
>> Centre de Ressources Informatiques
>> Responsable Sécurité du Système d'Information (RSSI)
>>
>> Bibliothèque Nationale et Universitaire de Strasbourg
>> 5 rue du Maréchal Joffre
>> BP 51029
>> 67070 Strasbourg
>>
>> tél: 03 88 25 28 23
>> fax: 03 88 25 28 03
>> mail: guillaume.r...@bnu.fr
>> web: http://www.bnu.fr
>>
>>
>> -
>> 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!
>> 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
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>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information 
> NOW!http://www.otrs.com/en/support/enterprise-subscription/
>
>
> --
> Guillaume REHM
> Centre de Ressources Informatiques
> Responsable Sécurité du Système d'Information (RSSI)
>
> Bibliothèque Nationale et Universitaire de Strasbourg
> 5 rue du Maréchal Joffre
> BP 51029
> 67070 Strasbourg
>
> tél: 03 88 25 28 23
> fax: 03 88 25 28 03
> mail: guillaume.r...@bnu.fr
> web: http://www.bnu.fr
>
>
> -
> 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] Agent notification not working

[Guillaume Rehm]

your ticket is in this queue ?
In preference of the agent, do you have selected yes for the middle 
column (about notification).
Do you play with notification(event) for event TicketCreate ? In this 
case you have a mistake in your param.


What do you see in log box ?


Le 11/03/2010 08:55, manish ramteke a écrit :

Hi,

Yes have selected a queue in agent preferences and its blue. But still 
with this setting I am

not getting notification.

On Thu, Mar 11, 2010 at 1:20 PM, Guillaume Rehm > wrote:


Hi again,

Do you select prefered queue in agent preferences ?
All queues for this agent must be in blue to have notifications
from these queue.

Le 11/03/2010 07:35, manish ramteke a écrit :

Hi,Please help me with this.

On Thu, Mar 11, 2010 at 11:39 AM, manish ramteke
mailto:manish.s.ramt...@gmail.com>>
wrote:

Hi,

I have done changes in Preferences and enabled ticket all
notification for a agent.Agent belongs to a particular queue
Are there any other settings required in queue or for user
which I might be missing.

Please suggest.

Regards,
Manish Ramteke







Regards,
Manish Ramteke




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-- 
Guillaume REHM

Centre de Ressources Informatiques
Responsable Sécurité du Système d'Information (RSSI)

Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
67070 Strasbourg

tél: 03 88 25 28 23
fax: 03 88 25 28 03
mail:guillaume.r...@bnu.fr  
web:http://www.bnu.fr


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--
Regards,
Manish Ramteke




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--
Guillaume REHM
Centre de Ressources Informatiques
Responsable Sécurité du Système d'Information (RSSI)

Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
67070 Strasbourg

tél: 03 88 25 28 23
fax: 03 88 25 28 03
mail: guillaume.r...@bnu.fr
web: http://www.bnu.fr

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