[otrs] Delegating the management of Response Templates
Hello, I'd like to delegate the management of Response Templates - typically editing those templates - to one of our Agents. Is there a way to do so without granting him full Admin rights? Thanks, Olivier - 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
Re: [otrs] multiple CC'd email addresses ?
Yep, that is correct, AFAIK there is no way for OTRS to determine that the reply the user sent belongs to a specific ticket as it doesn't have an OTRS ticket# to match it on. I'm not sure if there is some clever under the hood settings that can look at the In-Reply-To header, if not it might be worth raising a feature request for it. Steve On 13 December 2011 00:03, Dennis Kavadas den...@kavadas.org wrote: Hi All How do you guys work with tickets that are send to OTRS that include multiple CC'd email addresses ? I'm finding that if a CC'd user replies to the original email and includes the OTRS user in the reply BEFORE they see a reply from OTRS with the ticket# in the subject, from the original sender, the users email will spawn a new ticket. Am i making any sense ? - 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 - 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
Re: [otrs] broken url on messages
Look in Sysconfig under Framework - Core Set the FQDN, AdminEmail, NotificationSenderEmail etc. Steve On 13 December 2011 04:29, Robert Woodworth robe...@a10networks.com wrote: I know Ive botched something in the config, but I cant find where. This is the issue: ** ** Email address is otrs@domain Correct URL is http://otrs.domain/otrs ** ** URL appended to email messages: http://domain/otrs/index.pl?Action=AgentTicketZoom;TicketID=1916 ** ** Anybody have an idea WHAT I screwed up ? Ive been looking at this for weeks and Im up a tree. ** ** (plaintively: “Help?”) ** ** ** ** - 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 - 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
[otrs] Ticket Notification
Hi, I have configured the OTRS and I have following problem 1.When we send Email for ticket generation for the first time, it is working properly as desired. But next time when we repeat the same process, No ticket is generated in the queue.( I have checked the log, and it shows nothing for the second time) 2. When customer generates the new ticket, agent is not notified .(log shows nothing) Kindly help me on this issue. Thanks and Regards Nikhil Joshi Webdynpro Consultant ArchitectSAP Solutions | http://www.architectsap.com/ www.ArchitectSAP.com | 9960979700 Pune - 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
Re: [otrs] multiple CC'd email addresses ?
Digging in Sysconfig under Ticket - Core::Postmaster PostmasterFollowUpSearchInReferences - Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject. Enable that, it might then be able to catch the replied to emails. On 13 December 2011 08:25, Steven Carr sjc...@gmail.com wrote: Yep, that is correct, AFAIK there is no way for OTRS to determine that the reply the user sent belongs to a specific ticket as it doesn't have an OTRS ticket# to match it on. I'm not sure if there is some clever under the hood settings that can look at the In-Reply-To header, if not it might be worth raising a feature request for it. Steve On 13 December 2011 00:03, Dennis Kavadas den...@kavadas.org wrote: Hi All How do you guys work with tickets that are send to OTRS that include multiple CC'd email addresses ? I'm finding that if a CC'd user replies to the original email and includes the OTRS user in the reply BEFORE they see a reply from OTRS with the ticket# in the subject, from the original sender, the users email will spawn a new ticket. Am i making any sense ? - 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 - 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
Re: [otrs] multiple CC'd email addresses ?
It's actually easily resolved, just check in SysConfig Postmaster On 13/12/2011, at 7:25 PM, Steven Carr sjc...@gmail.com wrote: Yep, that is correct, AFAIK there is no way for OTRS to determine that the reply the user sent belongs to a specific ticket as it doesn't have an OTRS ticket# to match it on. I'm not sure if there is some clever under the hood settings that can look at the In-Reply-To header, if not it might be worth raising a feature request for it. Steve On 13 December 2011 00:03, Dennis Kavadas den...@kavadas.org wrote: Hi All How do you guys work with tickets that are send to OTRS that include multiple CC'd email addresses ? I'm finding that if a CC'd user replies to the original email and includes the OTRS user in the reply BEFORE they see a reply from OTRS with the ticket# in the subject, from the original sender, the users email will spawn a new ticket. Am i making any sense ? - 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 - 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 - 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
Re: [otrs] multiple CC'd email addresses ?
It does work, I've confirmed it I assume it looks at the message-id, if they are identical then it's the same conversation and the emails are treated accordingly On 13/12/2011, at 7:36 PM, Steven Carr sjc...@gmail.com wrote: Digging in Sysconfig under Ticket - Core::Postmaster PostmasterFollowUpSearchInReferences - Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject. Enable that, it might then be able to catch the replied to emails. On 13 December 2011 08:25, Steven Carr sjc...@gmail.com wrote: Yep, that is correct, AFAIK there is no way for OTRS to determine that the reply the user sent belongs to a specific ticket as it doesn't have an OTRS ticket# to match it on. I'm not sure if there is some clever under the hood settings that can look at the In-Reply-To header, if not it might be worth raising a feature request for it. Steve On 13 December 2011 00:03, Dennis Kavadas den...@kavadas.org wrote: Hi All How do you guys work with tickets that are send to OTRS that include multiple CC'd email addresses ? I'm finding that if a CC'd user replies to the original email and includes the OTRS user in the reply BEFORE they see a reply from OTRS with the ticket# in the subject, from the original sender, the users email will spawn a new ticket. Am i making any sense ? - 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 - 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 - 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
[otrs] Reply Headers
Hi All, Does anybody know of a setting that will enable the headers in a reply mail? For example, I'd like to have the following in my replies From: sen...@domain.com sen...@domain.com To: Recipient supp...@mydomain.com Subject: I've a support request and need some help Date: 2011-12-13 00:27:02 Currently I only get; 13/12/2011 00:27 - sen...@domain.com wrote: Kind regards, Rory Clerkin - 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
Re: [otrs] Notification issues
Its whatever script I'm told to run post upgrade...that's the only script I run. Andrew Meyer Precision Practice Management T:314.787.0681 D: 314.881.5265 C: 314.565.0868 F: 314.881.5365 Email: ame...@precisionpractice.com From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils Leideck Sent: Friday, December 09, 2011 5:28 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Notification issues What's that? Do you have the filename? On 09.12.2011, at 16:11, Andrew Meyer wrote: Yes I ran the refresh script post upgrade. Cheers, Nils -- http://webint.cryptonode.de / a Fractal project - 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
[otrs] Installation on Windows of 3.1 B2
Hello all, Has anyone run into the problem of getting an Internal Server when completing the install of OTRS 3.1B2? Right after testing the mail setup, which is successful in my case, the error comes up and the setup does not complete.If I then login to the system, it is still appearing to be in install mode. If I click on Admin and then Customer Company and try to add a Customer Company, the Internal Server error again comes up. Any ideas?? Thanks much in advance, Timothy J. Deerinck This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law.- 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
[otrs] : Using ACL on Change and Workorder
Hi guys I'm trying to identify a solution about following 'scenario': - Change lifecicle management: I'm modelling a workflow based on a specific workorder (type 'approval') to modify the change's state on the workorder's state change. Modifying this workorder would be available only to itsm-change-manager group. - I would introduce operational workorder (type workorder), linked to a change, where describe the operation needed to implement the change - The last workorder type would be assigned to a 'basic' agent (only itsm-change group assignment), but that basic agent would be able to change the agent's assignment, routing the work to another collegue. So if I enable some 'basic' agent to take the workorder (or change the assignement) listing their id into the ITSMWorkOrder::TakePermission::List parameter, they will be able to take also the 'approval' workorder, but I would avoid it, of course. I'm investigating ACL's to solve the problem, but after read the documentation, I didn't find any reference to change or workorders, it seems only ticket's attributes could be used. So I'd like to know if I can use ACL on change and workorders or not, or if someone has an alternative solution to meet my requirements. best regards -- * Stefano Boccanera* - 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
Re: [otrs] What versions of Firefox are supported?
Dear Michiel, My user was on Firefox 3 or higher. I had his IT department upgrade him to 8.0.1. He is still getting the warning The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. I saw errors like this in my httpd error log: [Tue Dec 13 03:23:03 2011] [error] [client xx.xxx.xx.xx] client denied by server configuration: /opt/otrs/var/httpd/htdocs/js/js-cache/ModuleJS_3b253ae4c7bbd26c6becec7a92049ab3.js, referer: https://myhostname/otrs/index.pl [Tue Dec 13 03:28:57 2011] [error] [client x.x.x.x] client denied by server configuration: /opt/otrs/var/httpd/htdocs/skins/Agent/default/css/thirdparty/ui-theme/jquery-ui.css, referer: https://myhostname/otrs/index.pl [Tue Dec 13 03:28:58 2011] [error] [client x.x.x.x] client denied by server configuration: /opt/otrs/var/httpd/htdocs/skins/Agent/default/img/logo_bg.png, referer: https://myhostname/otrs/index.pl I realized the client IP address was in a new range due a network architecture change, so I added him to the httpd ACL and asked him to retest. I'll have the results tomorrow. Aleksey On Mon, Dec 12, 2011 at 1:32 PM, Michiel Beijen michiel.bei...@gmail.com wrote: Hi Aleksey, Basically, OTRS supports all modern browsers. We have a blacklist of browsers we *don't* support: we don't support Internet Explorer prior to version 7 for the Agent interface, and Internet Explorer lower than 6 for the Customer interface. For Firefox, we don't support older versions than 3 (but these are also no longer supported by Mozilla). For upcoming OTRS 3.1, it will be a little different, because there we'll also no longer support Internet Explorer 7 for the Agent interface. For the Customer interface IE6 and IE7 will be still supported. The blacklist of unsupported browsers is in the release announcements; see http://otrs.org/releases/3.1.0.beta1 Starting upcoming version 3.1, we also have a section of the Admin manual which states which web browsers are supported: http://doc.otrs.org/3.1/en/html/software-requirements.html#webbrowser-support -- Mike On Mon, Dec 12, 2011 at 18:05, Aleksey Tsalolikhin atsaloli.t...@gmail.com wrote: Hi. What a beautiful ticketing system OTRS is. Small issue: I can't find a list of supported Web browsers. I've got a user on Firefox and they are getting the warning The browser you are using is too old. 1. What versions of Firefox do you support, please? (I need to notify my user's IT department, as they are the ones who provide the Web browser.) 2. Could you please add to your documentation a list of supported Web browsers? Thanks again for a gorgeous product! Yours, Aleksey - 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 - 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 - 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
Re: [otrs] Reply Headers
Hello, I had this problem solved sometime back. I'll try to check what I did and let you know ASAP. Thanks //M On Tue, Dec 13, 2011 at 12:37 PM, Rory rcler...@gmail.com wrote: Hi All, Does anybody know of a setting that will enable the headers in a reply mail? For example, I'd like to have the following in my replies From: sen...@domain.com sen...@domain.com To: Recipient supp...@mydomain.com Subject: I've a support request and need some help Date: 2011-12-13 00:27:02 Currently I only get; 13/12/2011 00:27 - sen...@domain.com wrote: Kind regards, Rory Clerkin - 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 - 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
Re: [otrs] Installation on Windows of 3.1 B2
Hi Timothy, there was an unfortunate issue when creating the tarball for 3.1beta2, one of the modules was not bundled. This causes your issue. Please try beta1 for now :( -- Mike On Tue, Dec 13, 2011 at 16:46, Timothy J. Deerinck tdeeri...@networkp.com wrote: Hello all, Has anyone run into the problem of getting an Internal Server when completing the install of OTRS 3.1B2? Right after testing the mail setup, which is successful in my case, the error comes up and the setup does not complete. If I then login to the system, it is still appearing to be in install mode. If I click on Admin and then Customer Company and try to add a Customer Company, the Internal Server error again comes up. Any ideas?? Thanks much in advance, Timothy J. Deerinck This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - 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 - 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
Re: [otrs] What versions of Firefox are supported?
Hi Aleksey, Yes, in your case your web browser can't load the javascript and css files from /otrs-web/ on your web server. -- Mike On Tue, Dec 13, 2011 at 18:24, Aleksey Tsalolikhin atsaloli.t...@gmail.com wrote: Dear Michiel, My user was on Firefox 3 or higher. I had his IT department upgrade him to 8.0.1. He is still getting the warning The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. I saw errors like this in my httpd error log: [Tue Dec 13 03:23:03 2011] [error] [client xx.xxx.xx.xx] client denied by server configuration: /opt/otrs/var/httpd/htdocs/js/js-cache/ModuleJS_3b253ae4c7bbd26c6becec7a92049ab3.js, referer: https://myhostname/otrs/index.pl [Tue Dec 13 03:28:57 2011] [error] [client x.x.x.x] client denied by server configuration: /opt/otrs/var/httpd/htdocs/skins/Agent/default/css/thirdparty/ui-theme/jquery-ui.css, referer: https://myhostname/otrs/index.pl [Tue Dec 13 03:28:58 2011] [error] [client x.x.x.x] client denied by server configuration: /opt/otrs/var/httpd/htdocs/skins/Agent/default/img/logo_bg.png, referer: https://myhostname/otrs/index.pl I realized the client IP address was in a new range due a network architecture change, so I added him to the httpd ACL and asked him to retest. I'll have the results tomorrow. Aleksey On Mon, Dec 12, 2011 at 1:32 PM, Michiel Beijen michiel.bei...@gmail.com wrote: Hi Aleksey, Basically, OTRS supports all modern browsers. We have a blacklist of browsers we *don't* support: we don't support Internet Explorer prior to version 7 for the Agent interface, and Internet Explorer lower than 6 for the Customer interface. For Firefox, we don't support older versions than 3 (but these are also no longer supported by Mozilla). For upcoming OTRS 3.1, it will be a little different, because there we'll also no longer support Internet Explorer 7 for the Agent interface. For the Customer interface IE6 and IE7 will be still supported. The blacklist of unsupported browsers is in the release announcements; see http://otrs.org/releases/3.1.0.beta1 Starting upcoming version 3.1, we also have a section of the Admin manual which states which web browsers are supported: http://doc.otrs.org/3.1/en/html/software-requirements.html#webbrowser-support -- Mike On Mon, Dec 12, 2011 at 18:05, Aleksey Tsalolikhin atsaloli.t...@gmail.com wrote: Hi. What a beautiful ticketing system OTRS is. Small issue: I can't find a list of supported Web browsers. I've got a user on Firefox and they are getting the warning The browser you are using is too old. 1. What versions of Firefox do you support, please? (I need to notify my user's IT department, as they are the ones who provide the Web browser.) 2. Could you please add to your documentation a list of supported Web browsers? Thanks again for a gorgeous product! Yours, Aleksey - 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 - 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 - 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 - 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
[otrs] Prev. Maint. task scheduling for assets
Hi, I'm wondering if there is a way I can have a repeating task schedule for any of my assets? Or if not directly done with the OTRS-ITSM software, maybe it has the ability to export ICAL stuff? The operations guy and myself would like help keeping track of his preventive maintenance on every asset in our building that needs maintained. A task might be done every 6 months, every month, or every 10 years. thank you, Andy - 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
Re: [otrs] Prev. Maint. task scheduling for assets
Hi Andy, On 13.12.2011, at 20:06, Andy Graybeal wrote: I'm wondering if there is a way I can have a repeating task schedule for any of my assets? Or if not directly done with the OTRS-ITSM software, maybe it has the ability to export ICAL stuff? The operations guy and myself would like help keeping track of his preventive maintenance on every asset in our building that needs maintained. A task might be done every 6 months, every month, or every 10 years. Just create a ticket for the task itself, put in the CMDB Task Queue”, set the state to pending reminder” for 6 months, unlock the ticket ... done. If the reminder date has been reached, all agents assigned/subscribed/allowed to this queue will get the reminder message with being annoyed by these tickets during their daily work. This way you can even organize the tasks in a very easy common and daily used way :-) Cheers, Nils -- http://webint.cryptonode.de / a Fractal project - 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
Re: [otrs] broken url on messages
I found all that stuff under the ZZZauto file The sender name is correct The domain is correct The admin mail is correct. Whats broken is the path to the zoom window on the ticket. It seems that my OTRS cant cope with the situation where OTRS the mail server are different machines. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven Carr Sent: Tuesday, December 13, 2011 12:29 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] broken url on messages Look in Sysconfig under Framework - Core Set the FQDN, AdminEmail, NotificationSenderEmail etc. Steve On 13 December 2011 04:29, Robert Woodworth robe...@a10networks.com wrote: I know Ive botched something in the config, but I cant find where. This is the issue: Email address is otrs@domain Correct URL is http://otrs.domain/otrs URL appended to email messages: http://domain/otrs/index.pl?Action=AgentTicketZoom;TicketID=1916 Anybody have an idea WHAT I screwed up ? Ive been looking at this for weeks and Im up a tree. (plaintively: “Help?”) - 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 - 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
Re: [otrs] broken url on messages
Hi Robert, please provide the Kernel/Config.pm and Kernel/Config/ZZZAuto.pm (one single A) files. Remove the passwords but keep other config values. On 13.12.2011, at 23:04, Robert Woodworth wrote: I found all that stuff under the ZZZauto file The sender name is correct The domain is correct The admin mail is correct. Whats broken is the path to the zoom window on the ticket. It seems that my OTRS cant cope with the situation where OTRS the mail server are different machines. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven Carr Sent: Tuesday, December 13, 2011 12:29 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] broken url on messages Look in Sysconfig under Framework - Core Set the FQDN, AdminEmail, NotificationSenderEmail etc. Steve On 13 December 2011 04:29, Robert Woodworth robe...@a10networks.com wrote: I know Ive botched something in the config, but I cant find where. This is the issue: Email address is otrs@domain Correct URL is http://otrs.domain/otrs URL appended to email messages: http://domain/otrs/index.pl?Action=AgentTicketZoom;TicketID=1916 Anybody have an idea WHAT I screwed up ? Ive been looking at this for weeks and Im up a tree. (plaintively: “Help?”) Cheers, Nils -- http://webint.cryptonode.de / a Fractal project - 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
[otrs] OTRS-itsm -Change management
Hi, i'm using otrs:itsm 3.0.4 ver and i'm unable to add people to CAB..guide me how to do this. Ravi Shankar- 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
Re: [otrs] OTRS -itsm-Change management
Dear Ravi, On 14.12.2011, at 00:10, ravi shanker wrote: i'm using otrs:itsm 3.0.4 ver and i'm unable to add people to CAB..guide me how to do this please don’t misunderstand my answer but a little more friendliness, itemization and detailing in your email will dramatically increase your chance to get a helpful reply. This’ said without any kind of valuation about yourself. Ok, so please explain me what is your problem? You don’t know how to get people added to the CAB list or is there an error message that you could provide us? “unable to add” doesn’t really tell us what your actual issue is, right? So please be a bit more polite and detailed in your emails, ok? TIA Cheers, Nils -- http://webint.cryptonode.de / a Fractal project - 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
Re: [otrs] OLA
But if you use the same acount for customer and agent, it is a tricky configuration with some shortcomings, and it is worst if you use mail. If I understand, for every ticket the agent has to create a new ticket using a customer acount. It doesn't seem a practical solution. It isn't possible to correlate these new tickets to the customer. They belong to the agent, not the customer. - It takes too time creating tickets, closig tickets and writing correlaton between them is the ola feature to be planed for a future release? By example for my company is a requeriment the ola funcionality because there signed sla for helpdesk (1st level of support). By the way I have tried to use otrs in my company, but it wasn't possible, they opted for the expensive siebel with a very expensive and long implementation (by example codin ola) with a very bad result and few flexible configuration Confratulations by your work. Otrs is atonishing product BlackBerry de movistar, allí donde estés está tu oficin@ -Original Message- From: Shawn Beasley shawn.beas...@otrs.com Sender: otrs-boun...@otrs.org Date: Tue, 13 Dec 2011 08:18:06 To: User questions and discussions about OTRS.otrs@otrs.org Reply-To: User questions and discussions about OTRS. otrs@otrs.org Subject: Re: [otrs] OLA - 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 - 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
