Re: [otrs] Generic Agent: Forward message?

[shrikant k]

just  add  Re: in the subjest of ur reply or u have congured
a auto reply

this will solve ur problem and subsequent replies from custer will follow
the ticket in dashboard

shrikant



On Thu, Nov 25, 2010 at 7:09 PM, Lars Jørgensen  wrote:

>  Hi,
>
>
>
> We are thinking about implementing this work flow:
>
>
>
> 1. System generates mail to OTRS
>
> 2. OTRS forwards the mail to an external partner
>
> 3. The partner replies to this mail
>
>
>
> The idea is that we need the ticket number in the forwarded mail in [2], so
> that replies from the partner will be attached to the ticket.
>
>
>
> Is this possible?
>
>
>
>
>
> Lars
>
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
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>
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Re: [otrs] Customers need to see each others tickets. How can that be configured?

[Maurício Ramos]

Here we use OTRS 2.3.4 and we don´t have subqueues but as we also needed to 
allow the customers from the same company to see each other tickets, we 
configured the property Client IDs (a list separated by ';' that contains all 
logins that are part of the same custormer). This is configured at the customer 
creation/edition interface. For each login we configure the other logins that 
can see his/her tickets. Also you could try to perform the same configuration 
you did to the top queue in the subqueues, but this is just a free kick.








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From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: quinta-feira, 25 de novembro de 2010 15:10
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customers need to see each others tickets. How can that be 
configured?

Customers with the same Customer ID will see each others tickets in "Company 
Tickets".
On Thu, Nov 25, 2010 at 4:11 AM, Erik van Ast 
mailto:erik.van@suzohapp.nl>> wrote:
Hi all,

At our company we currently use OTRS 3.0.2. and we have 2 agents and about 10 
customers. All these customers can create their own tickets but because 25-50% 
of these tickets are about the same problem we want all customers to be able to 
see each other's tickets. How can that be configured?

Currently we have 1 main queue with 2 sub queues and for now I want the 
customers to be able to see all tickets created in one of those queues. We have 
created a group called "All customers" and we connected all users to that group 
through "Customers <-> Groups. In the top queue we have defined the group "All 
customers" but still customers aren't able to see the tickets created by other 
users.

How can we configure this?

Met vriendelijke groet / Kind regards / Mit freundlichem Gruß,

Erik
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[otrs] Antw: Re: Core.Agent.Dashboard is undefined

[Christian Reutter]

Same here. 

2.4.7 -> 3.0.2 

Fehler: Core.Agent.Dashboard is undefined 
Quelldatei: https://test-otrs.de/otrs/index.pl?Action=AgentDashboard 
Zeile: 1953 

Core.Agent.Dashboard.Init(); 

Regards, 

Christian 


--
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Service Management
Friedrich-Alexander-Universität Erlangen-Nürnberg
Regionales RechenZentrum Erlangen (RRZE)
Martensstrasse 1
91058 Erlangen
Tel.: +49 9131 85-29956
Fax: +49 9131 85-29966
christian.reut...@rrze.uni-erlangen.de
www.rrze.uni-erlangen.de


>>> Martin Gruner  11/25/2010 8:51 AM >>>
Hi Mik,

please post the HTML source code of the dashboard as it is loaded in
your browser, your Kernel/Config/ZZZAAuto.pm and your
Kernel/Config/ZZZAuto.pm (or email them to me directly if you don't want
to post to list).

Regards, mg

Am 25.11.10 01:43, schrieb Mikola Rose: 


Anyone? 





On 2010-11-24, at 1:47 PM, Mikola Rose wrote: 





Ok,  now that I think I have the bulk of my update done and have logged
in I get these errors in my browser 

  

Core.Agent.Dashboard is undefined 

  

What have I missed.  Also clicking on ticket/Calendar etc does nothing.


  

  

So close… 

  

Mik 

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Re: [otrs] Customers need to see each others tickets. How can that be configured?

[Gerald Young]

Customers with the same Customer ID will see each others tickets in "Company
Tickets".

On Thu, Nov 25, 2010 at 4:11 AM, Erik van Ast wrote:

> Hi all,
>
> At our company we currently use OTRS 3.0.2. and we have 2 agents and about
> 10 customers. All these customers can create their own tickets but because
> 25-50% of these tickets are about the same problem we want all customers to
> be able to see each other's tickets. How can that be configured?
>
> Currently we have 1 main queue with 2 sub queues and for now I want the
> customers to be able to see all tickets created in one of those queues. We
> have created a group called "All customers" and we connected all users to
> that group through "Customers <-> Groups. In the top queue we have defined
> the group "All customers" but still customers aren't able to see the tickets
> created by other users.
>
> How can we configure this?
>
> Met vriendelijke groet / Kind regards / Mit freundlichem Gruß,
>
> Erik
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
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Re: [otrs] Generic Agent: Forward message?

[Alexander Halle]

Lars Jørgensen wrote :

We are thinking about implementing this work flow:
1. System generates mail to OTRS
2. OTRS forwards the mail to an external partner
3. The partner replies to this mail

The idea is that we need the ticket number in the forwarded mail in [2], 
so that replies from the partner will be attached to the ticket.


Hi Lars,

how exactly do you want to forward the mail, manually or automatically ?

If manually then there should be already the ticket number in the 
subject automatically. If automatically then please red this thread :


http://lists.otrs.org/pipermail/otrs/2010-November/033900.html

Regards

Alexander

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Phone +49 202 2489 1123, Fax +49 202 2489 941123


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[otrs] Generic Agent: Forward message?

[Lars Jørgensen]

Hi,

We are thinking about implementing this work flow:

1. System generates mail to OTRS
2. OTRS forwards the mail to an external partner
3. The partner replies to this mail

The idea is that we need the ticket number in the forwarded mail in [2], so 
that replies from the partner will be attached to the ticket.

Is this possible?


Lars
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Re: [otrs] After 2.4.9 upgrade from 2.3.3 FAQ empty

[Udo Bretz]

On 24.11.2010 19:08, Wes Plate wrote:
> Did uninstalling actually delete my FAQ
> entries?  Maybe I should have _upgraded_ the FAQ module instead?

Yes! Thats the case, uninstalling deletes everything.
Good that you had a backup. :-)

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Re: [otrs] Customers need to see each others tickets. How can that be configured?

[shrikant k]

hello all

Thanks a lot  guys  thanks for ur solution now i am able to do wat i require

On Thu, Nov 25, 2010 at 2:41 PM, Erik van Ast wrote:

> Hi all,
>
> At our company we currently use OTRS 3.0.2. and we have 2 agents and about
> 10 customers. All these customers can create their own tickets but because
> 25-50% of these tickets are about the same problem we want all customers to
> be able to see each other's tickets. How can that be configured?
>
> Currently we have 1 main queue with 2 sub queues and for now I want the
> customers to be able to see all tickets created in one of those queues. We
> have created a group called "All customers" and we connected all users to
> that group through "Customers <-> Groups. In the top queue we have defined
> the group "All customers" but still customers aren't able to see the tickets
> created by other users.
>
> How can we configure this?
>
> Met vriendelijke groet / Kind regards / Mit freundlichem Gruß,
>
> Erik
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
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Re: [otrs] Is it possible to show customers some particular queues not all queues

[Adam Bator]

I use LDAP backend for user authentication and lookup - you are using DB 
backend.
For you it is posible to use customer groups for me it is not becouse 
OTRS does not support it.


That is why I am editing the theme files to hide some groups from customers.

Regards
Adam


W dniu 2010-11-25 10:45, Jos Vos pisze:

On Thu, Nov 25, 2010 at 10:38:01AM +0100, Adam Bator wrote:


I am using LDAP for customers and CustomerGroupSupport is not working -
I have solved that problem by manual entering the group selection field
in to the form.
That is not all that comfortable but then again groups do not change much.

You mean with LDAP?  I can't comment on that as I'm not using LDAP
for OTRS now.

But I actually do use CustomerGroupSupport for only showing selected
queues and that's working fine for me.


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Re: [otrs] Is it possible to show customers some particular queues not all queues

[Jos Vos]

On Thu, Nov 25, 2010 at 10:38:01AM +0100, Adam Bator wrote:

> I am using LDAP for customers and CustomerGroupSupport is not working - 
> I have solved that problem by manual entering the group selection field 
> in to the form.
> That is not all that comfortable but then again groups do not change much.

You mean with LDAP?  I can't comment on that as I'm not using LDAP
for OTRS now.

But I actually do use CustomerGroupSupport for only showing selected
queues and that's working fine for me.

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--X/OS Experts in Open Systems BV   |   Phone: +31 20 6938364
--Amsterdam, The Netherlands| Fax: +31 20 6948204
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Re: [otrs] Is it possible to show customers some particular queues not all queues

[Adam Bator]

I am using LDAP for customers and CustomerGroupSupport is not working - 
I have solved that problem by manual entering the group selection field 
in to the form.

That is not all that comfortable but then again groups do not change much.

Regards
Adam

W dniu 2010-11-25 10:23, Jos Vos pisze:

On Thu, Nov 25, 2010 at 02:41:27PM +0530, shrikant k wrote:


I have instaled otrs  and working fine now i  felt the need of customers of
same company to use only particular queues not all queues
  is it possible for them to see only some queues insead of all

Yes.

You can enable the CustomerGroupSupport feature and assign customers
to groups.  Then they see only the queues that belong to the groups
they are related to.


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Re: [otrs] Is it possible to show customers some particular queues not all queues

[Jos Vos]

On Thu, Nov 25, 2010 at 02:41:27PM +0530, shrikant k wrote:

> I have instaled otrs  and working fine now i  felt the need of customers of
> same company to use only particular queues not all queues
>  is it possible for them to see only some queues insead of all

Yes.

You can enable the CustomerGroupSupport feature and assign customers
to groups.  Then they see only the queues that belong to the groups
they are related to.

-- 
--Jos Vos 
--X/OS Experts in Open Systems BV   |   Phone: +31 20 6938364
--Amsterdam, The Netherlands| Fax: +31 20 6948204
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[otrs] Customers need to see each others tickets. How can that be configured?

[Erik van Ast]

Hi all,

At our company we currently use OTRS 3.0.2. and we have 2 agents and about 10 
customers. All these customers can create their own tickets but because 25-50% 
of these tickets are about the same problem we want all customers to be able to 
see each other's tickets. How can that be configured?

Currently we have 1 main queue with 2 sub queues and for now I want the 
customers to be able to see all tickets created in one of those queues. We have 
created a group called "All customers" and we connected all users to that group 
through "Customers <-> Groups. In the top queue we have defined the group "All 
customers" but still customers aren't able to see the tickets created by other 
users.

How can we configure this?

Met vriendelijke groet / Kind regards / Mit freundlichem Gruß,

Erik
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[otrs] Is it possible to show customers some particular queues not all queues

[shrikant k]

hello all,


I have instaled otrs  and working fine now i  felt the need of customers of
same company to use only particular queues not all queues
 is it possible for them to see only some queues insead of all
-
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