Re: [otrs] 3.1.x
Hi Steve, our unit tests show that this combination works fine. Regards, mg Am 06.02.13 20:21, schrieb Steve Clark: > Hello, > > Has anyone successfully used 3.1.x with postgresql 9.2.x > > Thanks, -- Martin Gruner Senior Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Mehr als ein Help Desk-System – Prozess- und Kundenmanagement mit OTRS 3.2 – Jetzt Frühbucherrabatt sichern: http://www.otrs.com/de/loesungen/promotion/otrs-help-desk-32-special/ - 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 Manager
Looks like as of April, 2012, this gadget has been sold to a private company and the open source version is no longer maintained. Looks kinda cool, though. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jean BROW Sent: Saturday, February 02, 2013 2:19 PM To: User questions and discussions about OTRS. Subject: [otrs] OTRS Manager Hi, Anyone using this tool? OTRS Manager http://sourceforge.net/projects/otrs-manager/ Is it a good tool? Possible to see any screenshot? Thanks. - 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] Issue with closed tickets
On 6 February 2013 23:40, Jean BROW wrote: > Is it possible for me to disable so agents cannot bulk close tickets? > Yes, in Sysconfig -> Ticket -> Core::TicketBulkAction -> Ticket::Frontend::BulkFeature -> No - 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] Issue with closed tickets
Is it possible for me to disable so agents cannot bulk close tickets? 2013/2/7 Gerald Young > I don't see that the history records a followup, ... this looks like there > was a closure by the person. Even if this wasn't a scheduled generic agent, > this still appears to have been closed, possibly in bulk, but hard to tell. > > > On Wed, Feb 6, 2013 at 4:20 PM, Jean BROW wrote: > >> PostmasterFollowUpState says "open" >> >> >> Could this be the case? >> >> >> 2013/2/6 Leonardo Certuche >> >>> What if on Ticket -> Core::PostMaster >>> You have the variable >>> PostmasterFollowUpState >>> set on closed successful? >>> >>> >>> >>> On 6 February 2013 15:35, Jean BROW wrote: >>> Nope, I don't have any automated jobs with Generic agent. 2013/2/6 Gerald Young > Generic agent? > > > On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW wrote: > >> Ticket history say the following: >> >> >> ActionComment Zoom UserCreatetime NewTicket New Ticket >> [201212201238] created (Q=UKsupport;P=3 normal;S=new). - >> root@localhost (Admin OTRS) 20/12/2012 13:20:07 CustomerUpdate Updated: >> CustomerID=jhderdf_...@hotmail.com;CustomerUser= >> jhderdf_...@hotmail.com; - root@localhost (Admin OTRS) 20/12/2012 >> 13:20:07 EmailCustomer Added email. Zoom view root@localhost (Admin >> OTRS) 20/12/2012 13:20:08 SendAutoReply AutoReply sent to "" >> jhderdf_...@hotmail.com" ". Zoom view >> root@localhost (Admin OTRS) 20/12/2012 13:20:08 Lock Locked ticket. - >> john (John Adams) 27/12/2012 12:59:10 Misc Reset of unlock time. - john >> (John Adams) 27/12/2012 12:59:10 OwnerUpdate New owner is "john" >> (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate Old: >> "new" New: "closed successful" - john (John Adams) 27/12/2012 >> 12:59:15 Unlock Unlocked ticket. - john (John Adams) 27/12/2012 >> 12:59:15 >> >> Usually if an agent press "close" he need (its required) to write an >> reason, and you will see an "closed" article at the ticket. Here I do not >> see any "closed" article. Any idea why this happen? >> >> >> 2013/2/5 Gerald Young >> >>> what does the ticket history say? >>> >>> >>> On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote: >>> I find a lot of ticket in OTRS that are closed, and cannot understand why. This is what I see: E-mail from customer Autoreplay from OTRS with the ticket number State is "closed successful" and the "owner" is always the same person. Anyone have an idea why this happen? - 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 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 mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/p
Re: [otrs] Issue with closed tickets
I don't see that the history records a followup, ... this looks like there was a closure by the person. Even if this wasn't a scheduled generic agent, this still appears to have been closed, possibly in bulk, but hard to tell. On Wed, Feb 6, 2013 at 4:20 PM, Jean BROW wrote: > PostmasterFollowUpState says "open" > > > Could this be the case? > > > 2013/2/6 Leonardo Certuche > >> What if on Ticket -> Core::PostMaster >> You have the variable >> PostmasterFollowUpState >> set on closed successful? >> >> >> >> On 6 February 2013 15:35, Jean BROW wrote: >> >>> Nope, I don't have any automated jobs with Generic agent. >>> >>> >>> 2013/2/6 Gerald Young >>> Generic agent? On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW wrote: > Ticket history say the following: > > > ActionComment Zoom UserCreatetime NewTicket New Ticket > [201212201238] created (Q=UKsupport;P=3 normal;S=new). - > root@localhost (Admin OTRS) 20/12/2012 13:20:07 CustomerUpdate Updated: > CustomerID=jhderdf_...@hotmail.com;CustomerUser= > jhderdf_...@hotmail.com; - root@localhost (Admin OTRS) 20/12/2012 > 13:20:07 EmailCustomer Added email. Zoom view root@localhost (Admin > OTRS) 20/12/2012 13:20:08 SendAutoReply AutoReply sent to "" > jhderdf_...@hotmail.com" ". Zoom view > root@localhost (Admin OTRS) 20/12/2012 13:20:08 Lock Locked ticket. - john > (John Adams) 27/12/2012 12:59:10 Misc Reset of unlock time. - john > (John Adams) 27/12/2012 12:59:10 OwnerUpdate New owner is "john" > (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate Old: > "new" New: "closed successful" - john (John Adams) 27/12/2012 > 12:59:15 Unlock Unlocked ticket. - john (John Adams) 27/12/2012 > 12:59:15 > > Usually if an agent press "close" he need (its required) to write an > reason, and you will see an "closed" article at the ticket. Here I do not > see any "closed" article. Any idea why this happen? > > > 2013/2/5 Gerald Young > >> what does the ticket history say? >> >> >> On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote: >> >>> I find a lot of ticket in OTRS that are closed, and cannot >>> understand why. >>> >>> This is what I see: >>> >>> E-mail from customer >>> Autoreplay from OTRS with the ticket number >>> >>> State is "closed successful" and the "owner" is always the same >>> person. >>> >>> Anyone have an idea why this happen? >>> >>> >>> - >>> 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 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
Re: [otrs] Issue with closed tickets
PostmasterFollowUpState says "open" Could this be the case? 2013/2/6 Leonardo Certuche > What if on Ticket -> Core::PostMaster > You have the variable > PostmasterFollowUpState > set on closed successful? > > > > On 6 February 2013 15:35, Jean BROW wrote: > >> Nope, I don't have any automated jobs with Generic agent. >> >> >> 2013/2/6 Gerald Young >> >>> Generic agent? >>> >>> >>> On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW wrote: >>> Ticket history say the following: ActionComment Zoom UserCreatetime NewTicket New Ticket [201212201238] created (Q=UKsupport;P=3 normal;S=new). - root@localhost (Admin OTRS) 20/12/2012 13:20:07 CustomerUpdate Updated: CustomerID=jhderdf_...@hotmail.com;CustomerUser=jhderdf_...@hotmail.com; - root@localhost (Admin OTRS) 20/12/2012 13:20:07 EmailCustomer Added email. Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 SendAutoReply AutoReply sent to ""jhderdf_...@hotmail.com" ". Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 Lock Locked ticket. - john (John Adams) 27/12/2012 12:59:10 Misc Reset of unlock time. - john (John Adams) 27/12/2012 12:59:10 OwnerUpdate New owner is "john" (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate Old: "new" New: "closed successful" - john (John Adams) 27/12/2012 12:59:15 Unlock Unlocked ticket. - john (John Adams) 27/12/2012 12:59:15 Usually if an agent press "close" he need (its required) to write an reason, and you will see an "closed" article at the ticket. Here I do not see any "closed" article. Any idea why this happen? 2013/2/5 Gerald Young > what does the ticket history say? > > > On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote: > >> I find a lot of ticket in OTRS that are closed, and cannot understand >> why. >> >> This is what I see: >> >> E-mail from customer >> Autoreplay from OTRS with the ticket number >> >> State is "closed successful" and the "owner" is always the same >> person. >> >> Anyone have an idea why this happen? >> >> >> - >> 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 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] Issue with closed tickets
What if on Ticket -> Core::PostMaster You have the variable PostmasterFollowUpState set on closed successful? On 6 February 2013 15:35, Jean BROW wrote: > Nope, I don't have any automated jobs with Generic agent. > > > 2013/2/6 Gerald Young > >> Generic agent? >> >> >> On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW wrote: >> >>> Ticket history say the following: >>> >>> >>> ActionComment Zoom UserCreatetime NewTicket New Ticket >>> [201212201238] created (Q=UKsupport;P=3 normal;S=new). - >>> root@localhost (Admin OTRS) 20/12/2012 13:20:07 CustomerUpdate Updated: >>> CustomerID=jhderdf_...@hotmail.com;CustomerUser=jhderdf_...@hotmail.com; >>> - root@localhost (Admin OTRS) 20/12/2012 13:20:07 EmailCustomer Added >>> email. Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 >>> SendAutoReply >>> AutoReply sent to ""jhderdf_...@hotmail.com" ". >>> Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 Lock Locked >>> ticket. - john (John Adams) 27/12/2012 12:59:10 Misc Reset of unlock >>> time. - john (John Adams) 27/12/2012 12:59:10 OwnerUpdate New owner is >>> "john" (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate Old: >>> "new" New: "closed successful" - john (John Adams) 27/12/2012 12:59:15 >>> Unlock >>> Unlocked ticket. - john (John Adams) 27/12/2012 12:59:15 >>> >>> Usually if an agent press "close" he need (its required) to write an >>> reason, and you will see an "closed" article at the ticket. Here I do not >>> see any "closed" article. Any idea why this happen? >>> >>> >>> 2013/2/5 Gerald Young >>> what does the ticket history say? On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote: > I find a lot of ticket in OTRS that are closed, and cannot understand > why. > > This is what I see: > > E-mail from customer > Autoreplay from OTRS with the ticket number > > State is "closed successful" and the "owner" is always the same > person. > > Anyone have an idea why this happen? > > > - > 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 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] Issue with closed tickets
Nope, I don't have any automated jobs with Generic agent. 2013/2/6 Gerald Young > Generic agent? > > > On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW wrote: > >> Ticket history say the following: >> >> >> ActionCommentZoom UserCreatetime NewTicket New Ticket [201212201238] >> created (Q=UKsupport;P=3 normal;S=new). - root@localhost (Admin OTRS) >> 20/12/2012 >> 13:20:07 CustomerUpdate Updated: CustomerID=jhderdf_...@hotmail.com >> ;CustomerUser=jhderdf_...@hotmail.com; - root@localhost (Admin OTRS) >> 20/12/2012 >> 13:20:07 EmailCustomer Added email. Zoom view root@localhost (Admin >> OTRS) 20/12/2012 13:20:08 SendAutoReply AutoReply sent to "" >> jhderdf_...@hotmail.com" ". Zoom view >> root@localhost (Admin OTRS) 20/12/2012 13:20:08 Lock Locked ticket. - john >> (John Adams) 27/12/2012 12:59:10 Misc Reset of unlock time. - john (John >> Adams) 27/12/2012 12:59:10 OwnerUpdate New owner is "john" (ID=4). - john >> (John Adams) 27/12/2012 12:59:10 StateUpdate Old: "new" New: "closed >> successful" - john (John Adams) 27/12/2012 12:59:15 Unlock Unlocked >> ticket. - john (John Adams) 27/12/2012 12:59:15 >> >> Usually if an agent press "close" he need (its required) to write an >> reason, and you will see an "closed" article at the ticket. Here I do not >> see any "closed" article. Any idea why this happen? >> >> >> 2013/2/5 Gerald Young >> >>> what does the ticket history say? >>> >>> >>> On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote: >>> I find a lot of ticket in OTRS that are closed, and cannot understand why. This is what I see: E-mail from customer Autoreplay from OTRS with the ticket number State is "closed successful" and the "owner" is always the same person. Anyone have an idea why this happen? - 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 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] Issue with closed tickets
Generic agent? On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW wrote: > Ticket history say the following: > > > ActionCommentZoomUserCreatetime NewTicket New Ticket [201212201238] > created (Q=UKsupport;P=3 normal;S=new). - root@localhost (Admin OTRS) > 20/12/2012 > 13:20:07 CustomerUpdate Updated: CustomerID=jhderdf_...@hotmail.com > ;CustomerUser=jhderdf_...@hotmail.com; - root@localhost (Admin OTRS) > 20/12/2012 > 13:20:07 EmailCustomer Added email. Zoom view root@localhost (Admin OTRS) > 20/12/2012 > 13:20:08 SendAutoReply AutoReply sent to ""jhderdf_...@hotmail.com" < > jhderdf_...@hotmail.com>". Zoom view root@localhost (Admin OTRS) 20/12/2012 > 13:20:08 Lock Locked ticket. - john (John Adams) 27/12/2012 12:59:10 Misc > Reset > of unlock time. - john (John Adams) 27/12/2012 12:59:10 OwnerUpdate New > owner is "john" (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate > Old: "new" New: "closed successful" - john (John Adams) 27/12/2012 > 12:59:15 Unlock Unlocked ticket. - john (John Adams) 27/12/2012 12:59:15 > > Usually if an agent press "close" he need (its required) to write an > reason, and you will see an "closed" article at the ticket. Here I do not > see any "closed" article. Any idea why this happen? > > > 2013/2/5 Gerald Young > >> what does the ticket history say? >> >> >> On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote: >> >>> I find a lot of ticket in OTRS that are closed, and cannot understand >>> why. >>> >>> This is what I see: >>> >>> E-mail from customer >>> Autoreplay from OTRS with the ticket number >>> >>> State is "closed successful" and the "owner" is always the same person. >>> >>> Anyone have an idea why this happen? >>> >>> >>> - >>> 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
Re: [otrs] Issue with closed tickets
Ticket history say the following: ActionCommentZoomUserCreatetime NewTicket New Ticket [201212201238] created (Q=UKsupport;P=3 normal;S=new). - root@localhost (Admin OTRS) 20/12/2012 13:20:07 CustomerUpdate Updated: CustomerID=jhderdf_...@hotmail.com ;CustomerUser=jhderdf_...@hotmail.com; - root@localhost (Admin OTRS) 20/12/2012 13:20:07 EmailCustomer Added email. Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 SendAutoReply AutoReply sent to ""jhderdf_...@hotmail.com" < jhderdf_...@hotmail.com>". Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 Lock Locked ticket. - john (John Adams) 27/12/2012 12:59:10 Misc Reset of unlock time. - john (John Adams) 27/12/2012 12:59:10 OwnerUpdate New owner is "john" (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate Old: "new" New: "closed successful" - john (John Adams) 27/12/2012 12:59:15 Unlock Unlocked ticket. - john (John Adams) 27/12/2012 12:59:15 Usually if an agent press "close" he need (its required) to write an reason, and you will see an "closed" article at the ticket. Here I do not see any "closed" article. Any idea why this happen? 2013/2/5 Gerald Young > what does the ticket history say? > > > On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote: > >> I find a lot of ticket in OTRS that are closed, and cannot understand why. >> >> This is what I see: >> >> E-mail from customer >> Autoreplay from OTRS with the ticket number >> >> State is "closed successful" and the "owner" is always the same person. >> >> Anyone have an idea why this happen? >> >> >> - >> 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] How to show dynamic fields in UI while creating tickets
Hello, You have probably already published the field on the form where you want your agents to fill it (AgentTicketPhone, AgentTicketNote, AgentTicketClose, etc) but what you are probably missing is publishing it on AgentTicketZoom, which will show you the value of the dynamic field once is stored. Leonardo Certuche ITSM Consultant / COO (57) 301 284 6250 (57) 4 320 7960 ext 1002 www.itconsultores.com.co Cra 41 Nro 9 - 51 Edificio Arteria Of 104 Medellín, Colombia On 6 February 2013 14:19, Gerald Young wrote: > You add it to the list on the interface's config. For instance: > > Reset this setting Ticket::Frontend::AgentTicketCompose###DynamicField > KeyContent > Remove this entry > Add new entry > > Dynamic fields shown in the ticket compose screen of the agent interface. > Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required. > > > On Wed, Feb 6, 2013 at 2:14 PM, Jignesh Kakka (jkakka) > wrote: > >> I have added the fields, but still I cant see them on OTRS UI. Where >> exactly to update it. I made some changes in sysconfig in ticket::frontend >> >> >> ** ** >> >> Still it didn’t work, >> >> ** ** >> >> Thanks, >> >> Jignesh >> >> ** ** >> >> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf >> Of *Gerald Young >> *Sent:* Wednesday, February 06, 2013 8:42 PM >> *To:* User questions and discussions about OTRS. >> *Subject:* Re: [otrs] How to show dynamic fields in UI while creating >> tickets >> >> ** ** >> >> enable/add the dynamic fields to the screen via sysconfig. >> >> ** ** >> >> On Wed, Feb 6, 2013 at 9:54 AM, Jignesh Kakka (jkakka) >> wrote: >> >> Hi Team, >> >> >> >> >> >> I want to see all dynamic fields while creating ticket as well as while >> viewing ticket details. How is this possible in OTRS UI. >> >> >> >> >> >> Thanks, >> >> Jignesh >> >> >> - >> 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] 3.1.x
Hello, Has anyone successfully used 3.1.x with postgresql 9.2.x Thanks, -- Stephen Clark - 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] How to show dynamic fields in UI while creating tickets
You add it to the list on the interface's config. For instance: Reset this setting Ticket::Frontend::AgentTicketCompose###DynamicField KeyContent Remove this entry Add new entry Dynamic fields shown in the ticket compose screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required. On Wed, Feb 6, 2013 at 2:14 PM, Jignesh Kakka (jkakka) wrote: > I have added the fields, but still I cant see them on OTRS UI. Where > exactly to update it. I made some changes in sysconfig in ticket::frontend > > > ** ** > > Still it didn’t work, > > ** ** > > Thanks, > > Jignesh > > ** ** > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* Wednesday, February 06, 2013 8:42 PM > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] How to show dynamic fields in UI while creating > tickets > > ** ** > > enable/add the dynamic fields to the screen via sysconfig. > > ** ** > > On Wed, Feb 6, 2013 at 9:54 AM, Jignesh Kakka (jkakka) > wrote: > > Hi Team, > > > > > > I want to see all dynamic fields while creating ticket as well as while > viewing ticket details. How is this possible in OTRS UI. > > > > > > Thanks, > > Jignesh > > > - > 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] How to show dynamic fields in UI while creating tickets
I have added the fields, but still I cant see them on OTRS UI. Where exactly to update it. I made some changes in sysconfig in ticket::frontend Still it didn't work, Thanks, Jignesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Wednesday, February 06, 2013 8:42 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] How to show dynamic fields in UI while creating tickets enable/add the dynamic fields to the screen via sysconfig. On Wed, Feb 6, 2013 at 9:54 AM, Jignesh Kakka (jkakka) mailto:jka...@cisco.com>> wrote: Hi Team, I want to see all dynamic fields while creating ticket as well as while viewing ticket details. How is this possible in OTRS UI. Thanks, Jignesh - 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] Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (Connection refused))
Yes, I tried but it's not working. I'll check what's happening now with the connection. Thanks much!! De: Michiel Beijen Para: Israel Garcia ; User questions and discussions about OTRS. Enviado: Miércoles 6 de febrero de 2013 17:45 Asunto: Re: [otrs] Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (Connection refused)) Hi, On Wed, Feb 6, 2013 at 5:40 PM, Israel Garcia wrote: > Very nice, only one question, does it admit user/password with the URL, I > mean: > > http://myuser:passwd@myproxy:myport/ Have you tried? Yes it does! -- Michiel- 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] Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (Connection refused))
Hi, On Wed, Feb 6, 2013 at 5:40 PM, Israel Garcia wrote: > Very nice, only one question, does it admit user/password with the URL, I > mean: > > http://myuser:passwd@myproxy:myport/ Have you tried? Yes it does! -- Michiel - 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] Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (Connection refused))
Hi, Very nice, only one question, does it admit user/password with the URL, I mean: http://myuser:passwd@myproxy:myport/ De: Michiel Beijen Para: Israel Garcia ; User questions and discussions about OTRS. Enviado: Miércoles 6 de febrero de 2013 17:32 Asunto: Re: [otrs] Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (Connection refused)) Hi, On Wed, Feb 6, 2013 at 5:15 PM, Israel Garcia wrote: > I have OTRs server behind a proxy server. How do I say OTRS to use our proxy > server? > > I also setup HTTP_PROXY variable and it does not work. Please go to Admin > SysConfig > Framework > Web::UserAgent and configure the proxy server there. HTH, Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - http://j.mp/11TFPSr- 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] Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (Connection refused))
Hi, On Wed, Feb 6, 2013 at 5:15 PM, Israel Garcia wrote: > I have OTRs server behind a proxy server. How do I say OTRS to use our proxy > server? > > I also setup HTTP_PROXY variable and it does not work. Please go to Admin > SysConfig > Framework > Web::UserAgent and configure the proxy server there. HTH, Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - http://j.mp/11TFPSr - 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] Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (Connection refused))
Hi.. I have searched on the web but no success. Does anybody have an idea on how to solve this error on the DashBoard of OTRS page? Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (Connection refused)) and this one: Can't connect to: http://www.otrs.com/en/rss.xml I have OTRs server behind a proxy server.How do I say OTRS to use our proxy server? I also setup HTTP_PROXY variable and it does not work. Thanks much!- 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] How to show dynamic fields in UI while creating tickets
enable/add the dynamic fields to the screen via sysconfig. On Wed, Feb 6, 2013 at 9:54 AM, Jignesh Kakka (jkakka) wrote: > Hi Team, > > ** ** > > ** ** > > I want to see all dynamic fields while creating ticket as well as while > viewing ticket details. How is this possible in OTRS UI. > > ** ** > > ** ** > > Thanks, > > Jignesh > > - > 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] How to show dynamic fields in UI while creating tickets
Hi Team, I want to see all dynamic fields while creating ticket as well as while viewing ticket details. How is this possible in OTRS UI. Thanks, Jignesh - 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] Ticket -> Frontend::Agent::Ticket::ViewCompose
You can change the type and service in the close screen. Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewClose On Wed, Feb 6, 2013 at 8:59 AM, Emilia Starzak wrote: > It make sense for me becouse now i need two steps: one, to set up ticket > type and second for close ticket. I don’t want to allow closing tickets > from answer to Customer, becouse happens that ticket type is empty (my > Agents forget to set it earlier). > > ** ** > > Oh, one important thing. My Customers doesn’t use OTRS they read only > e-mails from us, and there is no information about ticket type. > > ** ** > > ** ** > > ** ** > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* Wednesday, February 06, 2013 1:47 PM > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Ticket -> Frontend::Agent::Ticket::ViewCompose > > ** ** > > Part 1: > > It doesn't make sense, generally, to do this in the process of > corresponding with your customer about an existing ticket. The customer > doesn't care what folder you use to categorize the ticket as long as you > solve the ticket. > > Also, Ticket Type and Service shouldn't necessarily be something you'd say > within agent side, "oh, while you're talking to the customer, make > categorical changes to the ticket." Generally, no. > > ** ** > > Part 2: > > http://forums.otterhub.org/viewtopic.php?f=60&t=5156 > > ** ** > > On Wed, Feb 6, 2013 at 6:59 AM, Emilia Starzak > wrote: > > Welcome, > > > I need some help. We have OTRS 3.2.1 and i want set ticket type and > service useing Frontend::Agent::Ticket::ViewCompose. I can do it at note, > priority for example Frontend::AgentTicketOwner###TicketType = YES. Is > there any possibilities of that? And second question. Agent dashboard > in section new tickets i need column „queue” and/or customerID? Is that > possible? Kind regards, Emi > > > > > > > > > > > - > 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] Ticket -> Frontend::Agent::Ticket::ViewCompose
It make sense for me becouse now i need two steps: one, to set up ticket type and second for close ticket. I don’t want to allow closing tickets from answer to Customer, becouse happens that ticket type is empty (my Agents forget to set it earlier). Oh, one important thing. My Customers doesn’t use OTRS they read only e-mails from us, and there is no information about ticket type. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Wednesday, February 06, 2013 1:47 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket -> Frontend::Agent::Ticket::ViewCompose Part 1: It doesn't make sense, generally, to do this in the process of corresponding with your customer about an existing ticket. The customer doesn't care what folder you use to categorize the ticket as long as you solve the ticket. Also, Ticket Type and Service shouldn't necessarily be something you'd say within agent side, "oh, while you're talking to the customer, make categorical changes to the ticket." Generally, no. Part 2: http://forums.otterhub.org/viewtopic.php?f=60&t=5156 On Wed, Feb 6, 2013 at 6:59 AM, Emilia Starzak mailto:emi...@softservice.pl>> wrote: Welcome, I need some help. We have OTRS 3.2.1 and i want set ticket type and service useing Frontend::Agent::Ticket::ViewCompose. I can do it at note, priority for example Frontend::AgentTicketOwner###TicketType = YES. Is there any possibilities of that? And second question. Agent dashboard in section new tickets i need column „queue” and/or customerID? Is that possible? Kind regards, Emi - 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] fusioninventory status
Hi, there are many posts about OTRS and FusionInventory integration, but what is current status? Thanks Olivier -- gpg key id: 4096R/326D8438 (keyring.debian.org) Key fingerprint = 5FB4 6F83 D3B9 5204 6335 D26D 78DC 68DB 326D 8438 - 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] Ticket -> Frontend::Agent::Ticket::ViewCompose
Part 1: It doesn't make sense, generally, to do this in the process of corresponding with your customer about an existing ticket. The customer doesn't care what folder you use to categorize the ticket as long as you solve the ticket. Also, Ticket Type and Service shouldn't necessarily be something you'd say within agent side, "oh, while you're talking to the customer, make categorical changes to the ticket." Generally, no. Part 2: http://forums.otterhub.org/viewtopic.php?f=60&t=5156 On Wed, Feb 6, 2013 at 6:59 AM, Emilia Starzak wrote: > Welcome, > > ** ** > I need some help. We have OTRS 3.2.1 and i want set ticket type and > service useing Frontend::Agent::Ticket::ViewCompose. I can do it at note, > priority for example Frontend::AgentTicketOwner###TicketType = YES. Is > there any possibilities of that? And second question. Agent dashboard > in section new tickets i need column „queue” and/or customerID? Is that > possible? Kind regards, Emi ** ** > > ** ** > > ** ** > > > > ** ** > > - > 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] Survy questions
Hi Daniel, check your WebServer Log for requests for: http://YourOTRSHost/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey= (replace YourOTRSHost with the host and domainname of your OTRS installation ) and you should get the amount of "Requests to show the Survey" people where invited to. Best regards Johannes Hoerburger Am 05.02.2013 um 20:51 schrieb Daniel : > Hi There, > > is there any way to see the ClickRate? > > My fault is, i saw we send 100 Mails to rate our Support but only 4 > customers rated our support. > > I want to check if other Customers click the link and think "OMG what > questions" or if the dont click the link ans delete ne Mail unread. > > I you can understand what i mean ;) > > > > -- > Mit freundlichen Grüßen > Daniel > mailto:dan...@linux-nerd.de > > - > 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 -> Frontend::Agent::Ticket::ViewCompose
Welcome, I need some help. We have OTRS 3.2.1 and i want set ticket type and service useing Frontend::Agent::Ticket::ViewCompose. I can do it at note, priority for example Frontend::AgentTicketOwner###TicketType = YES. Is there any possibilities of that? And second question. Agent dashboard in section new tickets i need column „queue” and/or customerID? Is that possible? Kind regards, Emi - 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
