[otrs] make freetext mandatory depending on the theme chosen

[Leonardo Certuche]

Hello there!

I have a question about freetext and themes that hopefully some of you guys
will answer:

Is it possible to make mandatory a freetext for a given theme and optional
for others? We'd like to have a single OTRS as the service desk application
available for several areas, each area using different freefields.

Any comment is greatly appreciated.

Leonardo Certuche
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[otrs] Back end customers from a read-only Oracle?

[Shane Presley]

We're currently using MySQL for our internal database with OTRS.

However we have an existing Oracle database which contains our customers.

Is it possible to pull customer data from a read-only Oracle table?
For example a customer calls in, gives us their CustomerID.  Our
agents then enter that CustomerID into OTRS, and using our Oracle
tables, it can pull the name and email address?

Thanks!
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[otrs] Notifications' triggers

[Claudio Tassini]

Hi guys

I've almost finished the test deployment of OTRS in our company, but there's
still something that I must be missing because I don't get how exactly the
notification system works. I'm sure that the replies to my questions are
quite obvious but I didn't find any clue in the documentation, so here I am:

I understand that any user (agent/customer) can choice which events are of
such interest for him to have a notification about that sent to his mail
address, that this is accomplished through the preferences pane of each user
and that the text of notifications is editable in the "notifications" area
of the admin panel.

However, in the preferences I can only enable notifications for "New
ticket", "follow up", "ticket lock timeout", "move", while in the
"notifications" I see lots of other messages that are never triggered.
Moreover, the documentation says that the notification name is composed of
the language, the recipient, and an "id", so for example "en::Agent::Move"
is the notification used sent to an english agent when a ticket is moved in
one of his queues. But I can't find no "customer" notification in the admin
area - these are all in the form *::Agent::* . Is that normal? What do I
need to edit to change customer's notifications?

And, the last question. Is there a way to set the default notifications
enabled for newly created users?

Many thanks in advance.

-- 
Claudio Tassini
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Re: [otrs] upgrade issue - no tickets displayed anymore

[Gator SLP]

Ok, i replaced the entire HTML folder and i still am no further.

Please see screenshot of whats occuring
http://img175.imageshack.us/img175/249/ticketissue.jpg

Appreciate the help so far.

thanks for any help.

Neil



On Tue, Mar 16, 2010 at 6:03 PM, Gator SLP  wrote:

> Hello,
>
>
>
>
> On Tue, Mar 16, 2010 at 4:56 PM, Guillaume Rehm wrote:
>
>>  Normally, if you upgrade by RPM files, you have a report after rpm -Uvh
>> and you have list of warnings.
>>
>> An other way is to delete all /opt/otrs/Kernel/Output/HTML files and to
>> copy it from tar ball. But you will lost all your theme modifications. Not
>> settings.
>>
>> Le 16/03/2010 16:28, Gator SLP a écrit :
>>
>> Hello,
>>
>> Thansk for reply. Can you be a bit more specific as to what steps you took
>> to resolve. What files did you replace.  All i can find is that the theme's
>> are not supported from 2.3 to 2.4 so i set theme to standard but that has
>> not fixed issue. still getting empty tickets. i also removed the
>> AgentTicketQueue.pm and replaced it. That gave me the ticket frames but no
>> contents within each ticket are shown. Must be something else that needs
>> renewed.
>>
>> thanks for any help.
>>
>> On Tue, Mar 16, 2010 at 12:17 PM, Gator SLP  wrote:
>>
>>> Hello friends,
>>>
>>> today on our test system i tried to upgrade OTRS. i went from ITSM Core
>>> 1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7.
>>> Restarted OTRS. went back to packet manager and it now allowed me to upgrade
>>> all packages to 1.3.2 (general catalog, itsm core, and addtional packages).
>>> Did another restart of otrs.
>>>
>>> Now when i log in i have the new dashboard which shows the brief display
>>> of the tickets but when i go to any of our queues or click on any ticket
>>> from the dashboard i see nothing. I just have the queue at the top and a
>>> blank display below.
>>>
>>> Appreciate any help or ideas as to whats gone wrong, im unable to find
>>> anything in support doc's, hence why i ask for your experience and
>>> knowledge.
>>>
>>> Neil Simpson
>>>
>>
>>
>> -
>> 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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>>
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>>
>
>
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[otrs] Error when creating a ticket or article

[Obee, Daniel]

Hi all.

After updating to 2.4.7 I get set of strange errors when trying to create a new 
ticket or article.

First of all I get the prompt "Open index.pl" (You want to download the 
following file...) as if the mime type .pl wasn't defined. The delivered file 
is empty though, which explains why the file type isn't recognized.

>From time to time (can't find the regularity here, though I guess there is 
>one), there's the following error message instead:

Can't use string ("10") as an ARRAY ref while "strict refs" in use at 
/opt/otrs//Kernel/System/Ticket/Event/TimeUpdate.pm line 88.

Oddly enough the ticket/article is properly created.


Any hints?

Greets,

Daniel
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Re: [otrs] upgrade issue - no tickets displayed anymore

[Guillaume Rehm]

Normally, if you upgrade by RPM files, you have a report after rpm -Uvh 
and you have list of warnings.


An other way is to delete all /opt/otrs/Kernel/Output/HTML files and to 
copy it from tar ball. But you will lost all your theme modifications. 
Not settings.


Le 16/03/2010 16:28, Gator SLP a écrit :

Hello,

Thansk for reply. Can you be a bit more specific as to what steps you 
took to resolve. What files did you replace.  All i can find is that 
the theme's are not supported from 2.3 to 2.4 so i set theme to 
standard but that has not fixed issue. still getting empty tickets. i 
also removed the AgentTicketQueue.pm and replaced it. That gave me the 
ticket frames but no contents within each ticket are shown. Must be 
something else that needs renewed.


thanks for any help.

On Tue, Mar 16, 2010 at 12:17 PM, Gator SLP > wrote:


Hello friends,
today on our test system i tried to upgrade OTRS. i went from ITSM
Core 1.2.2 to 1.2.3 using the packet manager. Then i installed
OTRS 2.4.7. Restarted OTRS. went back to packet manager and it now
allowed me to upgrade all packages to 1.3.2 (general catalog, itsm
core, and addtional packages).  Did another restart of otrs.
Now when i log in i have the new dashboard which shows the brief
display of the tickets but when i go to any of our queues or click
on any ticket from the dashboard i see nothing. I just have the
queue at the top and a blank display below.
Appreciate any help or ideas as to whats gone wrong, im unable to
find anything in support doc's, hence why i ask for your
experience and knowledge.
Neil Simpson



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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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Re: [otrs] upgrade issue - no tickets displayed anymore

[Gator SLP]

Hello,

Thansk for reply. Can you be a bit more specific as to what steps you took
to resolve. What files did you replace.  All i can find is that the theme's
are not supported from 2.3 to 2.4 so i set theme to standard but that has
not fixed issue. still getting empty tickets. i also removed the
AgentTicketQueue.pm and replaced it. That gave me the ticket frames but no
contents within each ticket are shown. Must be something else that needs
renewed.

thanks for any help.

On Tue, Mar 16, 2010 at 12:17 PM, Gator SLP  wrote:

> Hello friends,
>
> today on our test system i tried to upgrade OTRS. i went from ITSM Core
> 1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7.
> Restarted OTRS. went back to packet manager and it now allowed me to upgrade
> all packages to 1.3.2 (general catalog, itsm core, and addtional packages).
> Did another restart of otrs.
>
> Now when i log in i have the new dashboard which shows the brief display of
> the tickets but when i go to any of our queues or click on any ticket from
> the dashboard i see nothing. I just have the queue at the top and a blank
> display below.
>
> Appreciate any help or ideas as to whats gone wrong, im unable to find
> anything in support doc's, hence why i ask for your experience and
> knowledge.
>
> Neil Simpson
>
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Re: [otrs] upgrade issue - no tickets displayed anymore

[Guillaume Rehm]

Did you upgrade OTRS with targz or RPM ? I have upgraded with RPM and 
some files wasn't put in directory with the good name (because hand 
modification). So, ajax look&feel was bugy.


I delete old previous version and put newest files. And now it works.

Hope this help.

Le 16/03/2010 12:17, Gator SLP a écrit :

Hello friends,
today on our test system i tried to upgrade OTRS. i went from ITSM 
Core 1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 
2.4.7. Restarted OTRS. went back to packet manager and it now allowed 
me to upgrade all packages to 1.3.2 (general catalog, itsm core, and 
addtional packages).  Did another restart of otrs.
Now when i log in i have the new dashboard which shows the brief 
display of the tickets but when i go to any of our queues or click on 
any ticket from the dashboard i see nothing. I just have the queue at 
the top and a blank display below.
Appreciate any help or ideas as to whats gone wrong, im unable to find 
anything in support doc's, hence why i ask for your experience and 
knowledge.

Neil Simpson


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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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[otrs] Help - Raw queue filling itself up every minute

[Guy Baxter]

Hi,

I have otrs 2.4.7 and the raw queue for the administrator is filling
itself up every 1 minute with "mail delivery failed returning message to
sender"

Emailing to other queues seems unaffected. What would be the reason for
these messages? and how can i stop them?

Any help appreciated !

thanks.


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Re: [otrs] "New message!" alert is gone...

[Raphael Thoma]

Hey Martin

Because we use OTRS in our daily work we are unable to wait for 2.5 or 3.0 ;-)


Ok, I understand! :)
  

Is there already a planned release date (Q? 2010) for those new versions?

Currently we think to cover it via this kind of information. For example in 
this case the agent has 57 responsible tickets with 41 as new article. 4 
watched with out any new article. And 24 locked with 9 new article. Would this 
cover your your needs?
  
In General I think this would cover our needs - in general. First of all 
I have to say, that we work with 2.4.x since this morning. So we aren't 
really common with the new dashboard functionalities and how to use 
those. This means that we always worked with the alert-notification 
indicating new tickets and not with the symbols on the top right corner.
The alert-text was an eye-catcher which immediately indicated that there 
is a new follow-up (or message). The icons on the top right look the 
same - it doesn't matter if there is no new ticket or it contains 10 new 
tickets. So it's more difficult for an agent to recognize that there are 
new follow ups.


Back to the dashboard: some of our queues are full of new/open tickets 
which all are displayed in the dashboard lists. So a filter 
functionality in the dashboard would be very useful for us.


Please let me know if you require any further feedback.

Regards
Raphael Thoma
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[otrs] GenericAgent - Sending E-mails

[Ð]

Hi to everyone,

I was simply curious to know how to send an e-mail within a GenericAgent job. I 
searched over the Internet but I haven't find much information about it...
We must send an e-mail to the agents only for notifying that a ticket had no 
action taken from a certain number of time (looking at the creation time)

It can be both  CMD or Module but I was more curious to know how to make it 
with a Module, using the already existing modules.

Thank you in advance!

Danny B.

  
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[otrs] Upgrade issue to 2.4

[Gator SLP]

Hello friends,

today on our test system i tried to upgrade OTRS. i went from ITSM Core
1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7.
Restarted OTRS. went back to packet manager and it now allowed me to upgrade
all packages to 1.3.2 (general catalog, itsm core, and addtional packages).
Did another restart of otrs.

Now when i log in i have the new dashboard which shows the brief display of
the tickets but when i go to any of our queues or click on any ticket from
the dashboard i see nothing. I just have the queue at the top and a blank
display below.

Appreciate any help or ideas as to whats gone wrong, im unable to find
anything in support doc's, hence why i ask for your experience and
knowledge.

Neil Simpson
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Re: [otrs] "New message!" alert is gone...

[Martin Edenhofer]

Hi Raphael,

On 16.03.2010, at 12:13, Raphael Thoma wrote:

>> this feature got dropped in OTRS 2.4 because of the new global overviews 
>> (you know you can switch between s/m/l ticket overview mode).
> In the meantime I was able to reactivate this feature even in OTRS 2.4 (or at 
> least the notify-Module, which is the most important thing). The following 
> options in the Config.pm solved the Problem:
> 
>   $Self->{'Frontend::NotifyModule'}->{'4-Ticket::TicketNotify'} =  {
> 'Module' => 'Kernel::Output::HTML::NotificationAgentTicket'
>   };
> Because we use OTRS in our daily work we are unable to wait for 2.5 or 3.0 ;-)

Ok, I understand! :)

>> But, I have good news! A much more powerful feature got already implemented 
>> for next OTRS major release (OTRS 2.5/3.0).
>> 
>> A add some screenshots of this new cool feature to show what I mean.
>> 
>> In future you have the opportunity  to see "new message" or also other meta 
>> infos on ticket level systemwide.  In ticket overviews, dashboard, ticket 
>> zoom... and so on. You also will have "filters" to only see tickets in 
>> overview with new messages/new articles. :)
> That's a really nice addition - especially the thing with the filters. 
> However, I'm not quote sure if you mean that the 
> NotifyModule::NotificationAgentTicket is also going to be dropped out. If 
> this is going to be dropped, an agent has to look into the dashboard for new 
> tickets all the time. It's very useful to get informed about new tickets 
> wherever you are in OTRS and without clicking on dashboard first.

Currently we think to cover it via this kind of information. For example in 
this case the agent has 57 responsible tickets with 41 as new article. 4 
watched with out any new article. And 24 locked with 9 new article. Would this 
cover your your needs?

<>
Thanks for feedback!

 -Martin-
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[otrs] upgrade issue - no tickets displayed anymore

[Gator SLP]

Hello friends,

today on our test system i tried to upgrade OTRS. i went from ITSM Core
1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7.
Restarted OTRS. went back to packet manager and it now allowed me to upgrade
all packages to 1.3.2 (general catalog, itsm core, and addtional packages).
Did another restart of otrs.

Now when i log in i have the new dashboard which shows the brief display of
the tickets but when i go to any of our queues or click on any ticket from
the dashboard i see nothing. I just have the queue at the top and a blank
display below.

Appreciate any help or ideas as to whats gone wrong, im unable to find
anything in support doc's, hence why i ask for your experience and
knowledge.

Neil Simpson
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Re: [otrs] "New message!" alert is gone...

[Raphael Thoma]

Hey Martin

Thanks for your response. Please find my feedback below:
this feature got dropped in OTRS 2.4 because of the new global 
overviews (you know you can switch between s/m/l ticket overview mode).
In the meantime I was able to reactivate this feature even in OTRS 2.4 
(or at least the notify-Module, which is the most important thing). The 
following options in the Config.pm solved the Problem:


   $Self->{'Frontend::NotifyModule'}->{'4-Ticket::TicketNotify'} =  {
 'Module' => 'Kernel::Output::HTML::NotificationAgentTicket'
   };
Because we use OTRS in our daily work we are unable to wait for 2.5 or 
3.0 ;-)
But, I have good news! A much more powerful feature got already 
implemented for next OTRS major release (OTRS 2.5/3.0).


A add some screenshots of this new cool feature to show what I mean.

In future you have the opportunity  to see "new message" or also other 
meta infos on ticket level systemwide.  In ticket overviews, 
dashboard, ticket zoom... and so on. You also will have "filters" to 
only see tickets in overview with new messages/new articles. :)
That's a really nice addition - especially the thing with the filters. 
However, I'm not quote sure if you mean that the 
NotifyModule::NotificationAgentTicket is also going to be dropped out. 
If this is going to be dropped, an agent has to look into the dashboard 
for new tickets all the time. It's very useful to get informed about new 
tickets wherever you are in OTRS and without clicking on dashboard first.


Best regards
Raphael Thoma
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[otrs] test

[Nyung Zu]

test
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Re: [otrs] Postmaster filter: how to do "not =" or "<>" ...

[Martin Gruner]

Hi,

this will exclude too much.

^[^FW]

means:

- beginning of line
- every character that is not F or W

what you'd want is probably:

^[^F][^W]

Another option would be to use negative lookaheads/lookbehinds of Perl's 
regular expressions.

Best regards,
Martin Gruner

Am Montag, 1. März 2010 22:24:41 schrieb Nils Leideck - ITSM:
> Hi,
> 
> On 01.03.2010, at 17:07, Martignier, Philippe wrote:
> > I have to implement filters where the subject is not egal to FW:
> > How can I do that with the postmaster filter menu in the admin menu?
> > I tried : <> and ! but it does not work, what is the expression need to
> > say not = ?
> 
> not tested but it could work with "^[^FW]" while FW is at the beginning of
>  the subject line.
> 
> Nils Leideck
> 

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Customer Development


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Re: [otrs] Change Ticket State on Customer E-Mail Reply

[ml ml]

Hello,

i have updated to OTRS 2.4.7 now, and my FollowUp Tickets still remain
closed if a customer answers.

How i Test it:
- I create a Mail ticket, send it to the customer with the state "closed"
- The customer replies to this email and the ticket still remains closed
- but  do get a email notification that the customer answered to the ticket.

Any idea how i can debug this?

otrs:/var/www/otrs/Kernel# grep -R "FollowUpState" *
Config/Files/Ticket.xml:
Config/Files/Ticket.xml:
Config/Files/ZZZAAuto.pm:delete $Self->{'PostmasterFollowUpStateClosed'};
Config/Files/ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} =  'open';
Config/Files/ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} =  'closed';
Config.pm:  $Self->{'PostmasterFollowUpState'} =  'open';
Config.pm:  $Self->{'PostmasterFollowUpStateClosed'} =  'open';
System/PostMaster/FollowUp.pm:my $State =
$Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open';
System/PostMaster/FollowUp.pm:&&
$Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed')
System/PostMaster/FollowUp.pm:$State =
$Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed');


Cheers,
Mario


On Wed, Dec 30, 2009 at 6:58 PM, ml ml  wrote:
> Hi,
>
>  i have set:
>  ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} =  'open';
>  ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} =  'open';
>  but if i reply to a closed ticket then the ticket still remains closed :-/
>
> Any idea why it wont change the state to open?
>
> Cheers,
> Mario
>
>
> p.s. this is otrs 2.4.5
>
>
>
> On Mon, Nov 30, 2009 at 11:59 PM, Nils Leideck - ITSM
>  wrote:
>> Hi,
>> On 29.11.2009, at 17:32, ml ml wrote:
>>
>> the PostmasterFollowUpState is already set to "open". Is this the
>> option you meant?
>>
>> yes.
>> Nils Leideck
>> --
>> Nils Leideck
>> Senior Consultant
>> nils.leid...@leidex.net
>>
>> https://webint.cryptonode.de / a Fractal project
>>
>>
>>
>>
>>
>> -
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Re: [otrs] Generic Emails

[Guillaume Rehm]

Sending generic email isn't necessary if you use ldap password. But 
customers must know their ldap pass :-(

I don't know if there is a solution for you within OTRS.

Le 15/03/2010 22:38, Deniz Rende a écrit :
They are not in LDAP currently, but how is creating an ldap password 
going to help me with the generic email template?



On Mon, Mar 15, 2010 at 3:07 AM, Guillaume Rehm > wrote:


Are you store your customers account in an ldap directory ? In
this case, you can use there ldap password.

Le 12/03/2010 17:27, Deniz Rende a écrit :

Actually, we are creating the accounts for them, we removed the
ability of people signing up. Is there any other method of doing
this? We can of course send mails manually but I was wondering if
there is a method within otrs.


On Fri, Mar 12, 2010 at 10:09 AM, Guillaume Rehm
mailto:guillaume.r...@bnu.fr>> wrote:

Hi,

If your customers use customer interface to create accounts,
you can change the email template here:

SysConfig -> Framework -> Frontend::Customer ->
CustomerPanelBodyNewAccount:

Le 11/03/2010 22:07, Deniz Rende a écrit :

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
Web: http://www.deniz-rende.com/blog


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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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-- 
Deniz Rende

E-mail: deniz.re...@gmail.com 
Phone: +1 (224) 789-UNIX (8649)
Mobile: +1 (816) 213-2139
Web: http://www.deniz-rende.com/blog


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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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--
Deniz Rende
E-mail: deniz.re...@gmail.com 
Phone: +1 (224) 789-UNIX (8649)
Mobile: +1 (816) 213-2139
Web: http://www.deniz-rende.com/blog


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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
fa

[otrs] "New message!" alert is gone...

[Raphael Thoma]

Hi

We recently updated our OTRS from 2.3.5 to 2.4.7. Since this upgrade the 
alert "You have 1 new message(s)" is no longer shown, even if there is 1 
message in the "New messages" folder.
Further more, the red "New message!" text doesn't shop up either. Our 
problem seems to be similar to the following mail: 
http://www.mail-archive.com/otrs@otrs.org/msg26394.html


What has to be done in order to get those alerts back?

Thanks for your help.

Kind Regards
Raphael Thoma
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Re: [otrs] OTRS Stats : Understanding response and resolution time

[John Van Bouc]

Hi there,

For those running into the same issue, I found out you have to set the 
escalation times to something else than 0 in the queue configuration screen.

Else the solution times are not set and hence useless.

I haven't found the way to make the response time stats work but I don't 
need those anyway.


Sincerely,
JVB
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[otrs] 'Close' ticket to customer when change queue

[Neil Grantham]

Hi

We have a scenario, where we will use OTRS in a small company. 
We invoice every fortnight, and would like to use the mechanism of changing a 
queue from one the customer sees, to our 'Invoicing' queue as closure.
Is this possible?
There could be a scenario whereby a ticket moves queue 2 weeks ahead of it 
being invoiced (and then properly closed) and don't want the customer to think 
it's taken so long to resolve his issue!
It would be ideal to trigger an email to them once we move the ticket from the 
support queue in this way.

Thanks for your ideas
Neil-
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