Re: [otrs] Other methods for OTRS to identify ticket follow ups?

[Muhammad El-Sergani]

Hello Shawn,

Thanks for the tip, I had earlier set *PostmasterFollowUpSearchInBody* to
yes, and now I've set *PostmasterFollowUpSearchInReferences* to yes as well.

Any other tips that might be important?

Thanks
//M



On Thu, Dec 15, 2011 at 9:02 AM, Shawn Beasley wrote:

> Look to Core::Postmaster for more details.
>
> On Dec 15, 2011, at 7:21 , Muhammad El-Sergani wrote:
>
> > Hi all,
> >
> > Is there any other method beside the ticket hook for OTRS to identify a
> ticket as a follow up for one of its tickets?
> > We have some customers who keep removing our ticket number from the
> subject header (for no obvious reason, and believe me, we always try to
> educate them to always include the ticket number) and would like to know if
> it's possible for OTRS to identify a ticket's follow up by other than the
> ticket hook and/or number.
> >
> > Thanks
> > //M
> >
> > -
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> > Archive: http://lists.otrs.org/pipermail/otrs
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>
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Re: [otrs] Other methods for OTRS to identify ticket follow ups?

[Shawn Beasley]

Look to Core::Postmaster for more details.

On Dec 15, 2011, at 7:21 , Muhammad El-Sergani wrote:

> Hi all,
> 
> Is there any other method beside the ticket hook for OTRS to identify a 
> ticket as a follow up for one of its tickets?
> We have some customers who keep removing our ticket number from the subject 
> header (for no obvious reason, and believe me, we always try to educate them 
> to always include the ticket number) and would like to know if it's possible 
> for OTRS to identify a ticket's follow up by other than the ticket hook 
> and/or number.
> 
> Thanks
> //M
> 
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> Archive: http://lists.otrs.org/pipermail/otrs
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[otrs] Other methods for OTRS to identify ticket follow ups?

[Muhammad El-Sergani]

Hi all,

Is there any other method beside the ticket hook for OTRS to identify a
ticket as a follow up for one of its tickets?
We have some customers who keep removing our ticket number from the subject
header (for no obvious reason, and believe me, we always try to educate
them to always include the ticket number) and would like to know if it's
possible for OTRS to identify a ticket's follow up by other than the ticket
hook and/or number.

Thanks
//M
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[otrs] no keys in dropdown to select after s/mime setup ?

[Dennis Kavadas]

hi all

after setting up all the s/mime stuff in the admin console (yes it's
enabled) and importing the cert/key I still do not have the options to
select a key for my queue.
nothing is available under the dropdown box

any suggestions ?
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Re: [otrs] Ticket::Hook location

[Muhammad El-Sergani]

Hi,

Go to Ticket -> Core::Ticket then change value for Ticket::SubjectFormat

Thanks
//M



On Wed, Dec 14, 2011 at 9:27 PM, Ugo Bellavance  wrote:

> Hi,
>
> Is it possible to have the Ticket Hook located at the end of the subject
> of the auto-replies and notifications?  It would be easier for people to
> see the subject because the ticket hook takes a lot of space on their
> screen.
>
> Thanks,
>
> Ugo
>
> --**--**-
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Re: [otrs] Installation on Windows of 3.1 B2

[Timothy J. Deerinck]

Mike,

Probably a silly question, but after I install the Beta 1 on Windows, how can I 
get it up to Beta 2 for the version number?  Do I have to wait for Beta 3?

Thanks,

Timothy J. Deerinck


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel 
Beijen
Sent: Tuesday, December 13, 2011 12:04 PM
To: User questions and discussions about OTRS.
Subject: 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  
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.
>
>
> -
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[otrs] Ticket::Hook location

[Ugo Bellavance]

Hi,

Is it possible to have the Ticket Hook located at the end of the subject 
of the auto-replies and notifications?  It would be easier for people to 
see the subject because the ticket hook takes a lot of space on their 
screen.


Thanks,

Ugo

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Re: [otrs] multiple CC'd email addresses ?

[Ugo Bellavance]

On 2011-12-13 04:37, Dennis Kavadas wrote:

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


I confirm.  Before enabling this parameter, we used to have a new ticket 
opened when someone cc'd replied.  With this parameter enabled, it it 
added to the original ticket automatically.  I really think this should 
be enabled by default.


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Re: [otrs] Installation on Windows of 3.1 B2

[Timothy J. Deerinck]

Mike,

Thanks very much!  That will prevent more hair pulling!!  :)

Regards,

Timothy J. Deerinck

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel 
Beijen
Sent: Tuesday, December 13, 2011 12:04 PM
To: User questions and discussions about OTRS.
Subject: 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  
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
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Re: [otrs] Printing pictures in ticket articles

[Anselm Strauss]

Ok, thank you. I tried versions 2.4.7 and 3.1.0.beta2. I just noticed that this 
is a problem of Chrome on OS X, it does not print the pictures also when I use 
the system print dialog over the browser print function. In Firefox and Safari 
it works when using the browser print instead of the OTRS print function.

Thanks.


On Dec 14, 2011, at 2:59 PM, Michiel Beijen wrote:

> Hi Anselm,
> 
> On Wed, Dec 14, 2011 at 14:13, Anselm Strauss  wrote:
> 
>> is it normal that OTRS does not print an pictures that are displayed in 
>> ticket articles?
> 
> OTRS would print the text-formatted version of the ticket article, and
> this is indeed excluding inline pictures.
> You can actually use the browser's print button, the print that will
> come out of your printer does contain inline images and is quite
> nicely formatted.
> --
> Mike
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Re: [otrs] Printing pictures in ticket articles

[Michiel Beijen]

Hi Anselm,

On Wed, Dec 14, 2011 at 14:13, Anselm Strauss  wrote:

> is it normal that OTRS does not print an pictures that are displayed in 
> ticket articles?

OTRS would print the text-formatted version of the ticket article, and
this is indeed excluding inline pictures.
You can actually use the browser's print button, the print that will
come out of your printer does contain inline images and is quite
nicely formatted.
--
Mike
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Re: [otrs] Printing pictures in ticket articles

[Ugo Bellavance]

On 2011-12-14 08:13, Anselm Strauss wrote:

Hi,

is it normal that OTRS does not print an pictures that are displayed in ticket 
articles?


What version are you using?


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[otrs] Printing pictures in ticket articles

[Anselm Strauss]

Hi,

is it normal that OTRS does not print an pictures that are displayed in ticket 
articles?

Cheers,
Anselm
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Re: [otrs] Prev. Maint. task scheduling for assets

[Andy Graybeal]

Nils, thank you for the response.  I look forward to trying this software out!

Andy

On Tuesday, 12-13-2011 on 8:31 pm Nils Leideck wrote:
> 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
> 
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Re: [otrs] Delegating the management of Response Templates

[claude]

Hi,

Search "Agent rights in Admin-Area" in archive mailing list. I ask the 
same few month ago and michiel beijen said :


"You should go to Admin > SysConfig > Framework >
Admin::ModuleRegistration. Now add the groups you want to the module
registration for Admin.
Now go to Admin > SysConfig > Ticket > Admin::ModuleRegistration, here
you find the auto response and responses registrations. Again, add the
permission groups you need to these registrations."

Regards

Claude


 Message original 
Sujet : [otrs] Delegating the management of Response Templates
De : Olivier Macchioni 
Pour : User questions and discussions about OTRS. 
Date : 13/12/2011 09:10

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
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