Re: [otrs] Lightbox HowTo on OTRS

[Michael D. Wood]

+1

 

Thanks for sharing.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Gerald Young
Sent: Friday, July 13, 2012 8:21 PM
To: User questions and discussions about OTRS.
Subject: [otrs] Lightbox HowTo on OTRS

 

Slightly out of the ordinary thing, but I had fun with it ...

How to add Lightbox2 to OTRS so when you click on an image attachment, it
does that popover effect.

http://forums.otterhub.org/viewtopic.php?f=60
 &t=16302 

 

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[otrs] Lightbox HowTo on OTRS

[Gerald Young]

Slightly out of the ordinary thing, but I had fun with it ...
How to add Lightbox2 to OTRS so when you click on an image attachment, it
does that popover effect.
http://forums.otterhub.org/viewtopic.php?f=60&t=16302
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Re: [otrs] OTRS Email Conversation on a specific issue/topic/discussion

[Gerald Young]

>
> "when pers...@mydomain.com and pers...@mydomain.com *both reply to the
> OTRS generated email keeping the subject matter intact*, there are 2
> separate tickets."

I cannot believe this to be the case unless you've disabled the ticket
number in the subject. If you have, then you need to put the ticket number
in the body or somewhere and use FollowUpSearch.
(also, check your OTRS logs for why)

On Fri, Jul 13, 2012 at 7:25 PM, Kaushal Shriyan
wrote:

>
>
> On Fri, Jul 13, 2012 at 8:03 PM, Kaushal Shriyan  > wrote:
>
>>
>>
>> On Fri, Jul 13, 2012 at 1:33 PM, Steven Carr  wrote:
>>
>>> So one option within OTRS you might want to look at is 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.
>>>
>>> When you enable that, OTRS might then be able to catch the replied to
>>> emails even if they have changed the subject or it's been bounced around a
>>> few people, aslong as the referenced in the email headers remain intact.
>>>
>>> Steve
>>>
>>>
>> Thanks Steve for the reply. what i have noticed is when someone shoots a
>> email to OTRS with cc my emailid and both reply to the OTRS, there are
>> multiple emails forked with separate ticket numbers. Any clue?
>>
>>>
>> For example : sender emailid : pers...@mydomain.com
>>  to emailid : lmsag...@mydomain.com
>>  cc : pers...@mydomain.com
>>
>> when pers...@mydomain.com and pers...@mydomain.com both reply to the
>> OTRS generated email keeping the subject matter intact, there are 2
>> separate tickets.
>> Please suggest.
>>
>> Regards
>>
>> Kaushal
>>
>
> Hi,
>
> can someone please reply to my earlier post to this mailing list?
>
> Regards,
>
> Kaushal
>
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Re: [otrs] OTRS Email Conversation on a specific issue/topic/discussion

[Kaushal Shriyan]

On Fri, Jul 13, 2012 at 8:03 PM, Kaushal Shriyan
wrote:

>
>
> On Fri, Jul 13, 2012 at 1:33 PM, Steven Carr  wrote:
>
>> So one option within OTRS you might want to look at is 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.
>>
>> When you enable that, OTRS might then be able to catch the replied to
>> emails even if they have changed the subject or it's been bounced around a
>> few people, aslong as the referenced in the email headers remain intact.
>>
>> Steve
>>
>>
> Thanks Steve for the reply. what i have noticed is when someone shoots a
> email to OTRS with cc my emailid and both reply to the OTRS, there are
> multiple emails forked with separate ticket numbers. Any clue?
>
>>
> For example : sender emailid : pers...@mydomain.com
>  to emailid : lmsag...@mydomain.com
>  cc : pers...@mydomain.com
>
> when pers...@mydomain.com and pers...@mydomain.com both reply to the OTRS
> generated email keeping the subject matter intact, there are 2 separate
> tickets.
> Please suggest.
>
> Regards
>
> Kaushal
>

Hi,

can someone please reply to my earlier post to this mailing list?

Regards,

Kaushal
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[otrs] OTRS::ITSM 3.1.2 Error

[Stinson, Steven]

Our help desk server suddenly started coming up with an error whenever we 
attempt to browse to it.  The error states that "The browser you are using is 
too old. OTRS runs with a huge lists of browsers, please upgrade to one of 
these. Please see the documentation or ask your admin for further information." 
 This error will appear no matter what browser we attempt to use.  We are 
running this on a Windows Server 2008 64-bit machine.  Any help would be 
greatly appreciated.
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Re: [otrs] OTRS Email Conversation on a specific issue/topic/discussion

[Kaushal Shriyan]

On Fri, Jul 13, 2012 at 1:33 PM, Steven Carr  wrote:

> So one option within OTRS you might want to look at is 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.
>
> When you enable that, OTRS might then be able to catch the replied to
> emails even if they have changed the subject or it's been bounced around a
> few people, aslong as the referenced in the email headers remain intact.
>
> Steve
>
>
Thanks Steve for the reply. what i have noticed is when someone shoots a
email to OTRS with cc my emailid and both reply to the OTRS, there are
multiple emails forked with separate ticket numbers. Any clue?

>
For example : sender emailid : pers...@mydomain.com
 to emailid : lmsag...@mydomain.com
 cc : pers...@mydomain.com

when pers...@mydomain.com and pers...@mydomain.com both reply to the OTRS
generated email keeping the subject matter intact, there are 2 separate
tickets.
Please suggest.

Regards

Kaushal
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Re: [otrs] Queue permission

[Stefano Ricci]

it's possible do the same thing in the kernel/config.pm?

On 12 July 2012 14:08, Carlos Ribas  wrote:

> Hello Stephan,
>
> This trick is what I was looking for! Thank you.
>
> Best regards,
>
> -
> Carlos Eduardo Ribas
>
>
>
> 2012/7/11 Stephan Lang 
>
>>  Hi
>>
>>  you can limit the queues visible when creating a ticket in web interface
>>
>>  Config-Setting:
>>
>>  $Self->{'CustomerPanelOwnSelection'} =  {
>>
>>  'Junk' => 'First Queue',
>>
>>  'Misc' => 'Second Queue'
>>
>> };
>>
>>
>>
>> http://doc.otrs.org/3.1/en/html/Ticket.html#Ticket:Frontend::Customer::Ticket::ViewNew
>>
>>
>> Mit freundlichen Grüßen
>>
>>  Stephan Lang
>>
>> Am 11.07.2012 um 21:42 schrieb "Carlos Ribas" :
>>
>>   But a customer can open a ticket and when he does it, he can choose a
>> queue (if there are a lot of them).
>>
>>
>>  2012/7/11 Ugo Bellavance 
>>
>>> On 2012-07-11 15:03, Carlos Ribas wrote:
>>>
 Hello All,

  I´m new with OTRS. I installed the latest version and now I'm
 trying to understand how it works. I´m reading the manual page, but one
 point is not clear to me.

  I can set groups, roles and queues. My doubt is if it is possible
 to have, for example, two queues in the same group, but one queue
 visible only to customer and both visible to agent. I saw that I can
 have this configuration using two groups, but I would like to know if it
 is possible to use only one.

>>>
>>>  I don't think OTRS is made to make queues available to clients.  The
>>> clients can see their ticket via a web interface, but not all the queue.
>>>
>>> --**--**
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Re: [otrs] OTRS Email Conversation on a specific issue/topic/discussion

[Steven Carr]

So one option within OTRS you might want to look at is 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.

When you enable that, OTRS might then be able to catch the replied to
emails even if they have changed the subject or it's been bounced around a
few people, aslong as the referenced in the email headers remain intact.

Steve



On 13 July 2012 02:32, Kaushal Shriyan  wrote:

>
>
> On Fri, Jul 13, 2012 at 5:51 AM, Gerald Young  wrote:
>
>> Kaushal,
>>
>> We (I) thought you were talking about the mailing list thread. Are you
>> talking about conversations on a ticket? There's not really an easy way to
>> handle conversation threads unless you want to split/link tickets regarding
>> each conversation.
>>
>>
> Gerald,
>
> Yes i was referring to conversations on a OTRS generated ticket.
>
> Regards
>
> Kaushal
>
>
>> On Thu, Jul 12, 2012 at 7:50 PM, Kaushal Shriyan <
>> kaushalshri...@gmail.com> wrote:
>>
>>>
>>>
>>> On Thu, Jul 12, 2012 at 8:25 PM, Steven Carr  wrote:
>>>
 It's called "don't edit the subject field after hitting reply in your
 email client" *

 Steve

 * Unless you are viewing a digest email then yes copy paste the subject
 of the item you want to reply to and strip out all the rest of the digest
 info.


>>> Hi Steve,
>>>
>>> Do i need to set this in OTRS Dashboard Configuration or is it on the
>>> client side (Mail User Agent aka Email Client ) when any user replies to a
>>> ticket "don't edit the subject field after hitting reply in your email
>>> client"
>>>
>>> correct me if i am understanding it wrong.
>>>
>>> Regards,
>>>
>>> Kaushal
>>>
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>>
>>
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[otrs] drop down menu is not available for customers

[nevil chandran]

Hi ,

Please help in the following

 Drop down menu is not available to select customers . if type first letter
then it is showing . Is that the problem my OTRS configuration ?? . For
users i customer name if they dont remember then  it is a problem .

 In Summary Report - Is it possible to add a column for customer update -
action taken to resolve the issue ?

Regards,
Nevil
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