[otrs] Postmaster filter applied still getting wrong data
Hello I hadconfigured post-master filter so all mails from company domain are set to sender type Agent. Still in ticket details, I see sender is listed as Customer . See the logs below Filter: 'SetSenderType' Set param 'X-OTRS-SenderType' to 'Agent' (Message-ID: 516E5485.1050901 The sender was earlier added as customer but its not setas invalid. But as per above log its applying the filter and marking Agent but still in GUI, in ticket details, in sender column I can see Customer. Thanks darshak - 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] Postmaster filter applied still getting wrong data
Ok I think, the follow up has different filter match ,which I didnt set. Now its done. On 17-04-2013 PM 01:27, Darshak Modi wrote: Hello I hadconfigured post-master filter so all mails from company domain are set to sender type Agent. Still in ticket details, I see sender is listed as Customer . See the logs below Filter: 'SetSenderType' Set param 'X-OTRS-SenderType' to 'Agent' (Message-ID: 516E5485.1050901 The sender was earlier added as customer but its not setas invalid. But as per above log its applying the filter and marking Agent but still in GUI, in ticket details, in sender column I can see Customer. Thanks darshak - 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 Replies and CCs
Select Reply All instead of Reply and it will include the CC addresses. On 17 April 2013 10:49, Mailing List j...@shadowhawke.com wrote: Hello, We have recently upgraded our OTRS installation from version 2.4, to version 3.2. One issue that we have come across which is kind of urgent, is that when crafting a reply, it only replies to the original sender, not anyone in the CC or BCC fields. This unfortunately causes many headaches with keeping people in the loop on the progress of an issue. Has anyone experienced this? Or is there some setting to change? Thanks in advance. - 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 Replies and CCs
You might also want to check SysConfig to see what this is set to... Ticket - Frontend::Agent::Ticket::ViewCompose - Ticket::Frontend::ComposeExcludeCcRecipients On 17 April 2013 11:02, Steven Carr sjc...@gmail.com wrote: Select Reply All instead of Reply and it will include the CC addresses. On 17 April 2013 10:49, Mailing List j...@shadowhawke.com wrote: Hello, We have recently upgraded our OTRS installation from version 2.4, to version 3.2. One issue that we have come across which is kind of urgent, is that when crafting a reply, it only replies to the original sender, not anyone in the CC or BCC fields. This unfortunately causes many headaches with keeping people in the loop on the progress of an issue. Has anyone experienced this? Or is there some setting to change? Thanks in advance. - 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 Replies and CCs
Is there any way to make that the default? 2.4 when you replied just included all CCed. On Wed, Apr 17, 2013 at 6:02 AM, Steven Carr sjc...@gmail.com wrote: Select Reply All instead of Reply and it will include the CC addresses. On 17 April 2013 10:49, Mailing List j...@shadowhawke.com wrote: Hello, We have recently upgraded our OTRS installation from version 2.4, to version 3.2. One issue that we have come across which is kind of urgent, is that when crafting a reply, it only replies to the original sender, not anyone in the CC or BCC fields. This unfortunately causes many headaches with keeping people in the loop on the progress of an issue. Has anyone experienced this? Or is there some setting to change? Thanks in advance. - 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 Replies and CCs
Ticket::Frontend::ComposeExcludeCcRecipients is also set to No. On Wed, Apr 17, 2013 at 6:12 AM, Mailing List j...@shadowhawke.com wrote: Is there any way to make that the default? 2.4 when you replied just included all CCed. On Wed, Apr 17, 2013 at 6:02 AM, Steven Carr sjc...@gmail.com wrote: Select Reply All instead of Reply and it will include the CC addresses. On 17 April 2013 10:49, Mailing List j...@shadowhawke.com wrote: Hello, We have recently upgraded our OTRS installation from version 2.4, to version 3.2. One issue that we have come across which is kind of urgent, is that when crafting a reply, it only replies to the original sender, not anyone in the CC or BCC fields. This unfortunately causes many headaches with keeping people in the loop on the progress of an issue. Has anyone experienced this? Or is there some setting to change? Thanks in advance. - 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] wrong link in email notification
Hello! If you use https, try change parameter OTRS_CONFIG_HttpType to https. - 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] wrong link in email notification
Hi, 1. Can you tell me how can make a report for survey using MS-Office excel Print - Graphic? 2. how can make the Dynamic Filed is active an instead of an original on for example: When agent want to close a ticket how can force him to choose the next state, i want the default next state is blank or -. Thanks, Yousef Hamad Technical Support Mob +962 799372852 -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Alex Sinotov Sent: Wednesday, April 17, 2013 5:13 PM To: otrs@otrs.org Subject: Re: [otrs] wrong link in email notification Hello! If you use https, try change parameter OTRS_CONFIG_HttpType to https. - 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] wrong link in email notification
for 2) next state is not a dynamic field. If you choose close ticket, the next state is going to be closed, so it defaults to closed successfully. If you don't want that, don't allow the close option, and force your users to close tickets using a note (with state enabled) or reply. Both of those will have (-) for next state, which means it keeps the state as it is. On Wed, Apr 17, 2013 at 10:25 AM, Yousef Hamad yha...@aspire-infotech.netwrote: Hi, 1. Can you tell me how can make a report for survey using MS-Office excel Print - Graphic? 2. how can make the Dynamic Filed is active an instead of an original on for example: When agent want to close a ticket how can force him to choose the next state, i want the default next state is blank or -. Thanks, Yousef Hamad Technical Support Mob +962 799372852 -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Alex Sinotov Sent: Wednesday, April 17, 2013 5:13 PM To: otrs@otrs.org Subject: Re: [otrs] wrong link in email notification Hello! If you use https, try change parameter OTRS_CONFIG_HttpType to https. - 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] Auto Complete or Auto Fill does not function.
Hi Auto Complete or Auto Fill of Customer Email Address when a agent replies on OTRS Interface does not work. Any Clue? Thanks and Regards, Kaushal - 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] wrong link in email notification
Hi, But this is not a suitable answer, because in the note filed the next state also is not mandatory and blank. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Wednesday, April 17, 2013 5:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] wrong link in email notification for 2) next state is not a dynamic field. If you choose close ticket, the next state is going to be closed, so it defaults to closed successfully. If you don't want that, don't allow the close option, and force your users to close tickets using a note (with state enabled) or reply. Both of those will have (-) for next state, which means it keeps the state as it is. On Wed, Apr 17, 2013 at 10:25 AM, Yousef Hamad yha...@aspire-infotech.netmailto:yha...@aspire-infotech.net wrote: Hi, 1. Can you tell me how can make a report for survey using MS-Office excel Print - Graphic? 2. how can make the Dynamic Filed is active an instead of an original on for example: When agent want to close a ticket how can force him to choose the next state, i want the default next state is blank or -. Thanks, Yousef Hamad Technical Support Mob +962 799372852tel:%2B962%20799372852 -Original Message- From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of Alex Sinotov Sent: Wednesday, April 17, 2013 5:13 PM To: otrs@otrs.orgmailto:otrs@otrs.org Subject: Re: [otrs] wrong link in email notification Hello! If you use https, try change parameter OTRS_CONFIG_HttpType to https. - 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] Migrating Tickets to OTRS
Hello Team, We have a home grown ticketing system that we were using for past few years. We have switched to OTRS now, but for historic knowledge, we will like to refer to old tickets as well. Is there a way to import tickets from other system to OTRS? If so, how to go about it? GoodWills Parag Bhalerao - 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] Migrating Tickets to OTRS
You asked the same question a week ago. I think reposting the same question is frowned upon. On Wed, Apr 17, 2013 at 6:11 PM, Parag Bhalerao parag.bhale...@cybertech.com wrote: Hello Team, ** ** We have a home grown ticketing system that we were using for past few years. We have switched to OTRS now, but for historic knowledge, we will like to refer to old tickets as well. Is there a way to import tickets from other system to OTRS? If so, how to go about it? ** ** GoodWills Parag Bhalerao ** ** - 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] wrong link in email notification
It's a solution all the same, it might not work exactly how you want it to work but it is a solution. OTRS is open source, if you want to change the way something works then learn how to program and modify the code directly (or pay OTRS/someone to do it for you). You have to remember this is a self help list, it is not official OTRS support, we tinker and play with OTRS to find out how things work and how to fix them, and then share knowledge where we can. On 17 April 2013 16:09, Yousef Hamad yha...@aspire-infotech.net wrote: Hi, But this is not a suitable answer, because in the note filed the next state also is not mandatory and blank. ** ** *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Gerald Young *Sent:* Wednesday, April 17, 2013 5:31 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] wrong link in email notification ** ** for 2) next state is not a dynamic field. If you choose close ticket, the next state is going to be closed, so it defaults to closed successfully. If you don't want that, don't allow the close option, and force your users to close tickets using a note (with state enabled) or reply. Both of those will have (-) for next state, which means it keeps the state as it is. ** ** On Wed, Apr 17, 2013 at 10:25 AM, Yousef Hamad yha...@aspire-infotech.net wrote: Hi, 1. Can you tell me how can make a report for survey using MS-Office excel Print - Graphic? 2. how can make the Dynamic Filed is active an instead of an original on for example: When agent want to close a ticket how can force him to choose the next state, i want the default next state is blank or -. Thanks, Yousef Hamad Technical Support Mob +962 799372852 -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Alex Sinotov Sent: Wednesday, April 17, 2013 5:13 PM To: otrs@otrs.org Subject: Re: [otrs] wrong link in email notification Hello! If you use https, try change parameter OTRS_CONFIG_HttpType to https. - 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] wrong link in email notification
Yousef Hamad schrieb:
But this is not a suitable answer, because in the note filed the next
state also is not mandatory and blank.
I'm surprised, though as I use an older OTRS I cannot check whether this has
been changed. In my version of OTRS the next state is part of the note form, and
the default is not blank but -, which means same state as before. But if I
remember correctly you can configure which states are acceptable there. In my
version of OTRS, if I remember correctly, that's done with the fields
# allow to set state in notes:
$Self-{NoteSetState}=1;
# which state types:
$Self-{DefaultNextNoteStateType} = ['new', 'open', 'closed'];
Perhaps that helps you find the corresponding settings for your version of OTRS.
Susan
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Re: [otrs] wrong link in email notification
Ok, Susan can you tell me how can to make a report for survey using MS-Office
Excel or Printing any where.
Thanks,
Yousef Hamad
Technical Support
Mob +962 799372852
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Susan
Dittmar
Sent: Wednesday, April 17, 2013 6:24 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] wrong link in email notification
Yousef Hamad schrieb:
But this is not a suitable answer, because in the note filed the next
state also is not mandatory and blank.
I'm surprised, though as I use an older OTRS I cannot check whether this has
been changed. In my version of OTRS the next state is part of the note form,
and the default is not blank but -, which means same state as before. But if I
remember correctly you can configure which states are acceptable there. In my
version of OTRS, if I remember correctly, that's done with the fields
# allow to set state in notes:
$Self-{NoteSetState}=1;
# which state types:
$Self-{DefaultNextNoteStateType} = ['new', 'open', 'closed'];
Perhaps that helps you find the corresponding settings for your version of OTRS.
Susan
-
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Archive: http://lists.otrs.org/pipermail/otrs
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-
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Re: [otrs] Migrating Tickets to OTRS
Parag Bhalerao schrieb: Is there a way to import tickets from other system to OTRS? If so, how to go about it? Whether there's a way or not depends strongly on the system from which you want to import, and on how detailed the information fed into OTRS should be. In which form can your old system export? Which OTRS fields need to be populated in a way that you can reference them later? Do you need to keep ticket numbers intact, and how's the relationship between old and OTRS ticket numbers? A lot of questions, and it's just the beginning, just what comes to my mind in the first seconds after reading your mail. Without more detailed problem description I doubt anyone can give you much help. Susan - 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] wrong link in email notification
What have you tried already?
On 17 April 2013 16:29, Yousef Hamad yha...@aspire-infotech.net wrote:
Ok, Susan can you tell me how can to make a report for survey using
MS-Office Excel or Printing any where.
Thanks,
Yousef Hamad
Technical Support
Mob +962 799372852
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Susan Dittmar
Sent: Wednesday, April 17, 2013 6:24 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] wrong link in email notification
Yousef Hamad schrieb:
But this is not a suitable answer, because in the note filed the next
state also is not mandatory and blank.
I'm surprised, though as I use an older OTRS I cannot check whether this
has been changed. In my version of OTRS the next state is part of the note
form, and the default is not blank but -, which means same state as before.
But if I remember correctly you can configure which states are acceptable
there. In my version of OTRS, if I remember correctly, that's done with
the fields
# allow to set state in notes:
$Self-{NoteSetState}=1;
# which state types:
$Self-{DefaultNextNoteStateType} = ['new', 'open', 'closed'];
Perhaps that helps you find the corresponding settings for your version of
OTRS.
Susan
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] wrong link in email notification
click closed, but next state is one of the two: successful/not, but
defaults to successful. Not good enough
Offered item: remove closed entry.
click note. next state is (-) as requested, (-) means previous state, and
for all intents and purposes it is mandatory to use this method to close
ticket, therefore the ticket state must be changed to closed in order to
close the ticket.
This is not acceptable because next state is not mandatory.
Yes, it's good enough, because in order to close the ticket, you must
choose close ticket.
On Wed, Apr 17, 2013 at 11:40 AM, Steven Carr sjc...@gmail.com wrote:
What have you tried already?
On 17 April 2013 16:29, Yousef Hamad yha...@aspire-infotech.net wrote:
Ok, Susan can you tell me how can to make a report for survey using
MS-Office Excel or Printing any where.
Thanks,
Yousef Hamad
Technical Support
Mob +962 799372852
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Susan Dittmar
Sent: Wednesday, April 17, 2013 6:24 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] wrong link in email notification
Yousef Hamad schrieb:
But this is not a suitable answer, because in the note filed the next
state also is not mandatory and blank.
I'm surprised, though as I use an older OTRS I cannot check whether this
has been changed. In my version of OTRS the next state is part of the note
form, and the default is not blank but -, which means same state as before.
But if I remember correctly you can configure which states are acceptable
there. In my version of OTRS, if I remember correctly, that's done with
the fields
# allow to set state in notes:
$Self-{NoteSetState}=1;
# which state types:
$Self-{DefaultNextNoteStateType} = ['new', 'open', 'closed'];
Perhaps that helps you find the corresponding settings for your version
of OTRS.
Susan
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] wrong link in email notification
Steven Carr schrieb: On 17 April 2013 16:29, Yousef Hamad yha...@aspire-infotech.net mailto:yha...@aspire-infotech.net wrote: Ok, Susan can you tell me how can to make a report for survey using MS-Office Excel or Printing any where. Yousef Hamad, I have no idea how come you address this question to me. I do not use any Microsoft products, so I cannot help you with this. What format do those reports have now? Maybe one of the openoffice/libreoffice writers can help you to convert to a MS format? Susan - 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] wrong link in email notification
If the default option(-) still without changing the next state will take this option on the ticket information , because is not mandatory. The same thing. Ok, can I make a report for survey using MS-Office excel or anything already exist . Thanks, Yousef Hamad Technical Support Mob +962 799372852 -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Susan Dittmar Sent: Wednesday, April 17, 2013 6:51 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] wrong link in email notification Steven Carr schrieb: On 17 April 2013 16:29, Yousef Hamad yha...@aspire-infotech.net mailto:yha...@aspire-infotech.net wrote: Ok, Susan can you tell me how can to make a report for survey using MS-Office Excel or Printing any where. Yousef Hamad, I have no idea how come you address this question to me. I do not use any Microsoft products, so I cannot help you with this. What format do those reports have now? Maybe one of the openoffice/libreoffice writers can help you to convert to a MS format? Susan - 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] wrong link in email notification
On 17 April 2013 16:57, Yousef Hamad yha...@aspire-infotech.net wrote: If the default option(-) still without changing the next state will take this option on the ticket information , because is not mandatory. But they can't mark the ticket as closed without setting the next state value to either closed successful or closed unsuccessful. So the ticket will remain open until this is set. Ok, can I make a report for survey using MS-Office excel or anything already exist. I don't think there is a way to export the data out of OTRS directly, so you will need to query the database to get this information. You will have to look at the survey tables and work out the correct query to get the data you need and then you will be able to use Excel to query that data and convert it to charts etc. Someone on the list might have already done this but I would doubt it, so you are on your own to figure it out for yourself. - 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] Migrating Tickets to OTRS
Thanks Susan, The old system is home grown, so I can export the data in whatever format that OTRS accepts. I want to know how the import would work and what the limitations are. * In which form can your old system export? - I can export and make it match OTRS supported import format * Which OTRS fields need to be populated in a way that you can reference them later? - As many as possible. Definitely time stamps * Do you need to keep ticket numbers intact? Yes, if possible * How's the relationship between old and OTRS ticket numbers? - No relationship. If I can import tickets, I can retire old system. GoodWills Parag Bhalerao -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Susan Dittmar Sent: Wednesday, April 17, 2013 11:33 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Migrating Tickets to OTRS Parag Bhalerao schrieb: Is there a way to import tickets from other system to OTRS? If so, how to go about it? Whether there's a way or not depends strongly on the system from which you want to import, and on how detailed the information fed into OTRS should be. In which form can your old system export? Which OTRS fields need to be populated in a way that you can reference them later? Do you need to keep ticket numbers intact, and how's the relationship between old and OTRS ticket numbers? A lot of questions, and it's just the beginning, just what comes to my mind in the first seconds after reading your mail. Without more detailed problem description I doubt anyone can give you much help. Susan - 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] wrong link in email notification
report for survey I use limesurvey and don't use OTRS's survey module. It handles nearly every request you ask about OTRS survey module On Wed, Apr 17, 2013 at 12:10 PM, Steven Carr sjc...@gmail.com wrote: On 17 April 2013 16:57, Yousef Hamad yha...@aspire-infotech.net wrote: If the default option(-) still without changing the next state will take this option on the ticket information , because is not mandatory. But they can't mark the ticket as closed without setting the next state value to either closed successful or closed unsuccessful. So the ticket will remain open until this is set. Ok, can I make a report for survey using MS-Office excel or anything already exist. I don't think there is a way to export the data out of OTRS directly, so you will need to query the database to get this information. You will have to look at the survey tables and work out the correct query to get the data you need and then you will be able to use Excel to query that data and convert it to charts etc. Someone on the list might have already done this but I would doubt it, so you are on your own to figure it out for yourself. - 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] Migrating Tickets to OTRS
There is no practical answer to give via this mailing list. Is it possible? Maybe, but not trivial. You really should look at the schema of OTRS to determine the answer for your situation. For instance, you'll need state, queue, user_id, customerUserId, customerId, ticket number, and subject, and another several fields for the ticket table Then you'll need articles and relevant required fields for the body of your tickets and any followups and make sure they match with the ticket.id of the ticket you create, plus any timestamps... You won't get history unless you build it. the tickets may throw random errors for fields you didn't match. The customers and agents must be established before import. In theory, you could get away with a reasonably minimal import, but expect errors on the old data. On Wed, Apr 17, 2013 at 12:45 PM, Parag Bhalerao parag.bhale...@cybertech.com wrote: Thanks Susan, The old system is home grown, so I can export the data in whatever format that OTRS accepts. I want to know how the import would work and what the limitations are. - In which form can your old system export? - I can export and make it match OTRS supported import format - Which OTRS fields need to be populated in a way that you can reference them later? - As many as possible. Definitely time stamps - Do you need to keep ticket numbers intact? Yes, if possible - How's the relationship between old and OTRS ticket numbers? - No relationship. If I can import tickets, I can retire old system. GoodWills Parag Bhalerao -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.orgotrs-boun...@otrs.org] On Behalf Of Susan Dittmar Sent: Wednesday, April 17, 2013 11:33 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Migrating Tickets to OTRS Parag Bhalerao schrieb: Is there a way to import tickets from other system to OTRS? If so, how to go about it? Whether there's a way or not depends strongly on the system from which you want to import, and on how detailed the information fed into OTRS should be. In which form can your old system export? Which OTRS fields need to be populated in a way that you can reference them later? Do you need to keep ticket numbers intact, and how's the relationship between old and OTRS ticket numbers? A lot of questions, and it's just the beginning, just what comes to my mind in the first seconds after reading your mail. Without more detailed problem description I doubt anyone can give you much help. Susan - 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] Migrating Tickets to OTRS
The old system is home grown, so I can export the data in whatever format that OTRS accepts. I want to know how the import would work and what the limitations are. Unless you're prepared to do a lot of internal database manipulation, and you REALLY understand the OTRS database schema, I'd do the following: 1) Leave the existing system up, but force it into a read-only mode so that new entries cannot be made. 2) In OTRS, open new tickets to correspond with the old system tickets, with the entire new ticket content being a URL pointing to the entry in the old system. The easiest way to do that is probably to forge incoming emails to OTRS with the old ticket information (write a script to fake up a SMTP message and inject it into the incoming message queue in OTRS. Do not include headers that would generate outbound emails to the original ticket initiators). 3) Edit the database entries to have the date information from the old tickets (ie, let OTRS create all the new ticket structure entries, then alter them to reflect the dates from the old system.) 4) Start creating all your new tickets in the new OTRS. 5) Aggressively expire the information in the old system. You shouldn't keep that stuff forever anyway, and if there are specific items, develop a strategy for extracting the important problem cause data into OTRS and expire the old information. Otherwise, you're facing writing a custom import tool. I doubt your old entries look enough like OTRS entries that any generic import tool will be possible. - 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] Attachment not working on Agent Ticket Note OTRS 3.1.11
Hello Guys, Today we realised that in our system, agents cannot attach any files when adding a note into a ticket. Logs say the following [Wed Apr 17 11:31:57 2013] -e: Version string '-1, set by base.pm' contains invalid data; ignoring: '-1, set by base.pm' at /opt/otrs//Kernel/System/Log.pm line 166. ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Apr 17 11:31:57 2013 Message: Need Filename! Traceback (25299): Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.24) Line: 68 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.24) Line: 153 Module: Kernel::Modules::AgentTicketActionCommon::Run (unknown version) Line: 418 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Apr 17 11:32:04 2013 Message: Invalid Challenge Token! Traceback (25299): Module: Kernel::Output::HTML::Layout::ChallengeTokenCheck (v1.381.2.13) Line: 1117 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 417 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Apr 17 11:32:27 2013 We have not done any changes, but function works fine on other actions (email, phone, etc) Any ideas will be appreciated. Best Regards. -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - 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] Auto Complete or Auto Fill does not function.
as my crystal ball is broken and you asked the question like my car is not working my only suggestion is to check the logs 2013/4/17 Kaushal Shriyan kaushalshri...@gmail.com Hi Auto Complete or Auto Fill of Customer Email Address when a agent replies on OTRS Interface does not work. Any Clue? Thanks and Regards, Kaushal - 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
