[otrs] No valid 'utf-8' string
I am receiving error mails starting with: No valid 'utf-8' string followed by the actual contents of the mail; which do no seem to be very strange. How can I fix this? The mails are not being received by OTRS... -- Best regards / Met vriendelijke groet, Aron Rotteveel - 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-link a followup email to a closed ticket to the previous ticket?
Hi, What I'd like to do is the following: when a ticket is closed and a followup is received, a new ticket is created. The new ticket should then be automatically linked to the closed ticket. Is this possible? -- Best regards / Met vriendelijke groet, Aron Rotteveel - 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_TICKET_TicketID empty in new emails?
This problem seems logical: when the signature is generated, these variables are not yet known, unlink the agent information. I have now created a ticket close event that includes this information, which brings me to the next question (which seems to have been asked several times already): *is there a way to include HTML in event notifications?* If there is no built-in solution, even a hacky approach would suffice. This is really a feature that should be included in my opinion. -- Best regards / Met vriendelijke groet, Aron Rotteveel 2011/2/17 Aron Rotteveel > Hi, > > I am trying to create a HTML signature that should reference the ticket ID, > but it is not working. > I am using as my variable, but it shows as '-'. What > could be the cause of this? > -- > Best regards / Met vriendelijke groet, > > Aron Rotteveel > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] OTRS_TICKET_TicketID empty in new emails?
Hi, I am trying to create a HTML signature that should reference the ticket ID, but it is not working. I am using as my variable, but it shows as '-'. What could be the cause of this? -- Best regards / Met vriendelijke groet, Aron Rotteveel - 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 3.0.4 findings
Hi everyone, Another small UI improvement that could perhaps be made: currently, the ticket response screen opens in a popup. Although this is not really a big deal, it would perhaps be a bit more friendly to create a modal for this. More important, though, is the fact that the screen needs scrolling by default. By simply reducing the header size, whitespace and editor height, this could be reduced so that it does not need scrolling. -- Best regards / Met vriendelijke groet, Aron Rotteveel 2010/12/22 Aron Rotteveel > Hi Lars, > > Thanks for the tip regarding the custom theme; good idea. Regarding the > design I really do feel the customer interface is far more ahead than the > admin interface. It could be a matter of personal preference, but I really > like the silver compact theme. It looks more professional. > > I have installed Mod_Perl and DBI and tested this on my own laptop (a Dell > Studio XPS 1640), which should be fine, client-wise. > > Like you already said, I think it really is a step in the right direction, > but there still is some tweaking to do to make it even better. > > -- > Best regards / Met vriendelijke groet, > > Aron Rotteveel > > > 2010/12/22 Lars Jørgensen > >> Hi Aron, >> >> >> >> Design: Can't really hammer on the design, I think. 2.4 was awful but >> worked fine, 3.0 is a great step in the right direction. The fact that >> people are bitching mostly about colours must mean that the rest of it is >> pretty good. I think a few changes will come along, like being able to >> configure if you want a pop-up window or not. >> >> >> >> Slowness: 3.0 feels faster in our setup. The drop-downs are instant. I'm >> not familiar with the execution, but I believe the drop-downs are javascript >> and their speed thus depend on the client machine. Have you tried on >> different machines and see if the results are different? >> >> >> >> If it's not a case of a slow client, I think you need to look into your >> setup. A first step is to install the SupportAssessment package and see if >> it recommends you to make changes. Most speed is gained from mod_perl and >> DBI. >> >> >> >> Oh, and regarding that Custom theme: You could have just copied the >> Standard theme to a folder with the name of your Custom theme. Then you >> wouldn't have needed to change any configuration. >> >> >> >> >> >> Lars >> >> >> >> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf >> Of *Aron Rotteveel >> *Sent:* Tuesday, December 21, 2010 1:46 PM >> *To:* otrs >> *Subject:* [otrs] OTRS 3.0.4 findings >> >> >> >> Hi, >> >> >> >> After some fiddling around, I managed to get my 2.4.9 install upgraded to >> 3.0.4. I found a lot of problems regarding the use of a custom theme; I had >> to manually edit the database user preferences and ZZZAuto.pm in order to >> reset everything to 'Standard'. >> >> >> >> Anyway, I thought it would be good to post some of my findings so far: >> >> >> >>- First of all: the customer interface is WAY more clean than the >>admin interface. Personally, I really don't like the black+orange layout >> of >>the admin interface and think the menu takes too much space. The customer >>interface on the other hand is brilliant: it's really clean and compact. I >>would *love* to see this implemented in the admin interface as well. >>- Slowness: I haven't been able to benchmark anything, but it feels >>like upgrading to 3.x made my setup a lot slower >>- Customer interface slow ticket hovers: in the latest Chrome build >>(havent tested in other browsers), the mouseover on the tickets in the >>customer interface is terribly slow. Also, the orange really is 'too >> much'. >>A simple grey hover would fit better, imo. The same counts for the admin >>interface, apart from slowness. >>- Read / unread tickets: the star is really confusing. Stars are >>generally accepted as a 'mark as favorite' design pattern, but in this >> case, >>it acts as a read/unread indicator. It would probably be better another >> icon >>that better fits this design pattern. >>- Editor: I don't know if anyone would disagree, but I really think a >>simpler editor would be better. FCKEditor is still fine, but there is >> really >>no need to have the ability to use Comic Sans or change font widths
Re: [otrs] OTRS 3.0.4 findings
Hi Lars, Thanks for the tip regarding the custom theme; good idea. Regarding the design I really do feel the customer interface is far more ahead than the admin interface. It could be a matter of personal preference, but I really like the silver compact theme. It looks more professional. I have installed Mod_Perl and DBI and tested this on my own laptop (a Dell Studio XPS 1640), which should be fine, client-wise. Like you already said, I think it really is a step in the right direction, but there still is some tweaking to do to make it even better. -- Best regards / Met vriendelijke groet, Aron Rotteveel 2010/12/22 Lars Jørgensen > Hi Aron, > > > > Design: Can't really hammer on the design, I think. 2.4 was awful but > worked fine, 3.0 is a great step in the right direction. The fact that > people are bitching mostly about colours must mean that the rest of it is > pretty good. I think a few changes will come along, like being able to > configure if you want a pop-up window or not. > > > > Slowness: 3.0 feels faster in our setup. The drop-downs are instant. I'm > not familiar with the execution, but I believe the drop-downs are javascript > and their speed thus depend on the client machine. Have you tried on > different machines and see if the results are different? > > > > If it's not a case of a slow client, I think you need to look into your > setup. A first step is to install the SupportAssessment package and see if > it recommends you to make changes. Most speed is gained from mod_perl and > DBI. > > > > Oh, and regarding that Custom theme: You could have just copied the > Standard theme to a folder with the name of your Custom theme. Then you > wouldn't have needed to change any configuration. > > > > > > Lars > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of > *Aron Rotteveel > *Sent:* Tuesday, December 21, 2010 1:46 PM > *To:* otrs > *Subject:* [otrs] OTRS 3.0.4 findings > > > > Hi, > > > > After some fiddling around, I managed to get my 2.4.9 install upgraded to > 3.0.4. I found a lot of problems regarding the use of a custom theme; I had > to manually edit the database user preferences and ZZZAuto.pm in order to > reset everything to 'Standard'. > > > > Anyway, I thought it would be good to post some of my findings so far: > > > >- First of all: the customer interface is WAY more clean than the admin >interface. Personally, I really don't like the black+orange layout of the >admin interface and think the menu takes too much space. The customer >interface on the other hand is brilliant: it's really clean and compact. I >would *love* to see this implemented in the admin interface as well. >- Slowness: I haven't been able to benchmark anything, but it feels >like upgrading to 3.x made my setup a lot slower >- Customer interface slow ticket hovers: in the latest Chrome build >(havent tested in other browsers), the mouseover on the tickets in the >customer interface is terribly slow. Also, the orange really is 'too much'. >A simple grey hover would fit better, imo. The same counts for the admin >interface, apart from slowness. >- Read / unread tickets: the star is really confusing. Stars are >generally accepted as a 'mark as favorite' design pattern, but in this > case, >it acts as a read/unread indicator. It would probably be better another > icon >that better fits this design pattern. >- Editor: I don't know if anyone would disagree, but I really think a >simpler editor would be better. FCKEditor is still fine, but there is > really >no need to have the ability to use Comic Sans or change font widths. This >could probably be made available through configuration options, so that the >default is cleaner and simpler. As a default, I'd suggest: Bold, Italic, >Underline, Ordered list, unordered list, link and image. >- Menu mouseover: I'd really like to see the menu's collapse on >mouseover instead of click. Clicking the 'ticket' menu should lead to the >first submenu item. >- More slowness: dropdown menu's seem terribly slow. I have not looked >into it, but it almost feels that the content is being pulled on click. I >repeat: it is *terribly* slow. A click is delayed by aprox 0.3seconds, > which >is really adds up and makes it less of a good experience. >- Scrollbar: it is probably better to show the scrollbar by default >through CSS; clicking through the interface makes the layout move >horizontally due to partially loaded content in some ca
Re: [otrs] OTRS 3.0.4 findings
In addition to the previous post, I just noticed that the doctype is XHTML 1.0 Transitional. Although I can imagine some organizations still using IE6, I really think OTRS should not be limited by such slowness to adapt. (Besides, if anyone uses IE6, I bet OTRS 2.X will feel like magic anyway) If OTRS is planning for the future, it would probably be better to adapt the HTML 5 doctype, even if you don't use all of it's features yet. -- Best regards / Met vriendelijke groet, Aron Rotteveel 2010/12/21 Aron Rotteveel > Hi, > > After some fiddling around, I managed to get my 2.4.9 install upgraded to > 3.0.4. I found a lot of problems regarding the use of a custom theme; I had > to manually edit the database user preferences and ZZZAuto.pm in order to > reset everything to 'Standard'. > > Anyway, I thought it would be good to post some of my findings so far: > > >- First of all: the customer interface is WAY more clean than the admin >interface. Personally, I really don't like the black+orange layout of the >admin interface and think the menu takes too much space. The customer >interface on the other hand is brilliant: it's really clean and compact. I >would *love* to see this implemented in the admin interface as well. >- Slowness: I haven't been able to benchmark anything, but it feels >like upgrading to 3.x made my setup a lot slower >- Customer interface slow ticket hovers: in the latest Chrome build >(havent tested in other browsers), the mouseover on the tickets in the >customer interface is terribly slow. Also, the orange really is 'too much'. >A simple grey hover would fit better, imo. The same counts for the admin >interface, apart from slowness. >- Read / unread tickets: the star is really confusing. Stars are >generally accepted as a 'mark as favorite' design pattern, but in this > case, >it acts as a read/unread indicator. It would probably be better another > icon >that better fits this design pattern. >- Editor: I don't know if anyone would disagree, but I really think a >simpler editor would be better. FCKEditor is still fine, but there is > really >no need to have the ability to use Comic Sans or change font widths. This >could probably be made available through configuration options, so that the >default is cleaner and simpler. As a default, I'd suggest: Bold, Italic, >Underline, Ordered list, unordered list, link and image. >- Menu mouseover: I'd really like to see the menu's collapse on >mouseover instead of click. Clicking the 'ticket' menu should lead to the >first submenu item. >- More slowness: dropdown menu's seem terribly slow. I have not looked >into it, but it almost feels that the content is being pulled on click. I >repeat: it is *terribly* slow. A click is delayed by aprox 0.3seconds, > which >is really adds up and makes it less of a good experience. >- Scrollbar: it is probably better to show the scrollbar by default >through CSS; clicking through the interface makes the layout move >horizontally due to partially loaded content in some cases (in my case, in >the ticket detail screen). It feels a bit 'clunky'. > > Overall, I'm happy with the upgrade. The first point of improvement for me > would be a drastic speed improvement, both server and client side. Simple > things like collapsing menu's and mousehovers should feel *far* more > responsive than they do now. > > Thanks for your efforts and work. > > -- > Best regards / Met vriendelijke groet, > > Aron Rotteveel > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] OTRS 3.0.4 findings
Hi, After some fiddling around, I managed to get my 2.4.9 install upgraded to 3.0.4. I found a lot of problems regarding the use of a custom theme; I had to manually edit the database user preferences and ZZZAuto.pm in order to reset everything to 'Standard'. Anyway, I thought it would be good to post some of my findings so far: - First of all: the customer interface is WAY more clean than the admin interface. Personally, I really don't like the black+orange layout of the admin interface and think the menu takes too much space. The customer interface on the other hand is brilliant: it's really clean and compact. I would *love* to see this implemented in the admin interface as well. - Slowness: I haven't been able to benchmark anything, but it feels like upgrading to 3.x made my setup a lot slower - Customer interface slow ticket hovers: in the latest Chrome build (havent tested in other browsers), the mouseover on the tickets in the customer interface is terribly slow. Also, the orange really is 'too much'. A simple grey hover would fit better, imo. The same counts for the admin interface, apart from slowness. - Read / unread tickets: the star is really confusing. Stars are generally accepted as a 'mark as favorite' design pattern, but in this case, it acts as a read/unread indicator. It would probably be better another icon that better fits this design pattern. - Editor: I don't know if anyone would disagree, but I really think a simpler editor would be better. FCKEditor is still fine, but there is really no need to have the ability to use Comic Sans or change font widths. This could probably be made available through configuration options, so that the default is cleaner and simpler. As a default, I'd suggest: Bold, Italic, Underline, Ordered list, unordered list, link and image. - Menu mouseover: I'd really like to see the menu's collapse on mouseover instead of click. Clicking the 'ticket' menu should lead to the first submenu item. - More slowness: dropdown menu's seem terribly slow. I have not looked into it, but it almost feels that the content is being pulled on click. I repeat: it is *terribly* slow. A click is delayed by aprox 0.3seconds, which is really adds up and makes it less of a good experience. - Scrollbar: it is probably better to show the scrollbar by default through CSS; clicking through the interface makes the layout move horizontally due to partially loaded content in some cases (in my case, in the ticket detail screen). It feels a bit 'clunky'. Overall, I'm happy with the upgrade. The first point of improvement for me would be a drastic speed improvement, both server and client side. Simple things like collapsing menu's and mousehovers should feel *far* more responsive than they do now. Thanks for your efforts and work. -- Best regards / Met vriendelijke groet, Aron Rotteveel - 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] Antw: Upgrading from 2.4.9 to 3.0.3: pain
Hi, Thanks for the reply, although my German is not spectacular. Considering the problems and path OTRS is currently taking I'll probably reconsider switching support solutions again. It is just way too much hassle. A product should just work without taking so much time to configure. -- Best regards / Met vriendelijke groet, Aron Rotteveel 2010/12/7 bjoern wahl > We have also a lot of pain with the move to 3.0.3. > > http://forums.otrs.org/viewtopic.php?f=35&t=6831 > > I did not manage to solve the problem by now. > If you have any solution please mail. > > Mit freundlichen Grüßen > > __ > > Björn Wahl > Leiter EDV-Abteilung > Betriebswirt Fachrichtung Wirtschaftsinformatik > > > St.-Marien Hospital Borken GmbH > Am Boltenhof 7 - D-46325 Borken > Telefon: +49 (0) 2861 97 - 1125 > Telefax: +49 (0) 2861 97 - 5 1122 > bjoern.w...@hospital-borken.de > www.hospital-borken.de > >>> Aron Rotteveel 07.12.10 10.42 Uhr >>> > Hi, > > I have just *tried* upgrading from 2.4.9 to 3.0.3 but found it to be a > great > pain. I have manually plowed through the database and ZZZAuto.pm to > change > our default theme to 'Standard' again to make the basics work, but after > that it seems that I am left with a completely unusable installation. > > I can not click anything except for the tickets in the dashboard view. > When > I get in the ticket screen, I can no longer click *anything*. Not the > menus, > not the ticket/conversation options, nothing. My bet is this is caused > by > overusage of JavaScript and not providing a fallback. If this is the > case, > this should really be re-thought. The interface does not really feel > that > intuitive compared to 2.x and the use of JavaScript I have seen so far > does > not really improve it, especially if it is the cause for errors like > these. > > I have tested this in Google Chrome, Firefox 3.6 and IE8. None of them > work. > My Firebug console shows the following JavaScript error in the ticket > detail > screen: printStackTrace is not defined (/js/Core.App.jsm, line 42) > > I have this can be fixed soon. > > -- > Best regards / Met vriendelijke groet, > > Aron Rotteveel > > Registergericht : Amtsgericht Coesfeld > Registernummer : HR B 4914 > Vertretungsberechtigter Geschäftsführer: Dipl.-Kfm. Christoph Bröcker > Umsatzsteuer-Identifikationsnummer gem 27 a Umsatzsteuergesetz: DE > 307/5937/0049 > Aufsichtsrat: Herr Hubert Vennemann (Vorsitzender) > > - > 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] Upgrading from 2.4.9 to 3.0.3: pain
Hi, I have just *tried* upgrading from 2.4.9 to 3.0.3 but found it to be a great pain. I have manually plowed through the database and ZZZAuto.pm to change our default theme to 'Standard' again to make the basics work, but after that it seems that I am left with a completely unusable installation. I can not click anything except for the tickets in the dashboard view. When I get in the ticket screen, I can no longer click *anything*. Not the menus, not the ticket/conversation options, nothing. My bet is this is caused by overusage of JavaScript and not providing a fallback. If this is the case, this should really be re-thought. The interface does not really feel that intuitive compared to 2.x and the use of JavaScript I have seen so far does not really improve it, especially if it is the cause for errors like these. I have tested this in Google Chrome, Firefox 3.6 and IE8. None of them work. My Firebug console shows the following JavaScript error in the ticket detail screen: printStackTrace is not defined (/js/Core.App.jsm, line 42) I have this can be fixed soon. -- Best regards / Met vriendelijke groet, Aron Rotteveel - 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 3: worth the wait? Any information regarding features / sneak peeks?
Hi Michiel, I am very curious to see the progress that is being made on this new release; are there any new developments worth mentioning yet? As mentioned before, I believe that OTRS can greatly benefit from more community feedback during the development phase. Thanks in advance. -- Best regards, Aron Rotteveel 2010/3/12 Michiel Beijen > Hi Aron, > > If OTRS3 is worth the wait, you should obviously decide for yourself.. > All I can give you right now is some screenshots on page 22 of this > document: > > http://www.otrs.com/fileadmin/mediafiles/Download/Praesentationen/Service_Management_Solutions_OTRS_Inc.pdf > > For the design we've worked together with a company that is > specialized in interaction design. I'm really happy with the way it > works and think it's a major step ahead in usability of the product > (and it just looks great, too). > > We are currently working on HTML prototypes that serve as the basis > for OTRS 3. They will be finished in the upcoming weeks. After that, > there will still be lots of work implementing that in OTRS. We hope to > be able to share more details on the project, including timelines etc, > in April. > > I hope you stay tuned! > > ((enjoy)) > - > Michiel Beijen > R&D > > Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] > > OTRS AG > Norsk-Data-Str 1. > 61352 Bad Homburg > Germany > > T: +31 (0) 6457 42418 > F: +49 (0) 9421 56818-18 > I: http://www.otrs.com/ > > Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial > register: 10751, Tax ID: 003 240 > 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André > Mindermann (CEO), Martin Edenhofer > > > > On Fri, Mar 12, 2010 at 9:59 AM, Aron Rotteveel > wrote: > > Hi everyone, > > I have noticed several short statements regarding the upcoming release of > > OTRS 3, but all of these seem to be quite vague. Perhaps I am overlooking > > something, but I have not seen any detailed information regarding > features, > > improvements and release dates. Is there a place where I could find this? > > We have recently discovered ActiveCampaign Helpdesk software and I must > say > > that it is looking rather good. We have been OTRS users for quite a while > > and I'd rather not switch systems only to discover that OTRS 3 is a > complete > > overhaul and makes me want to switch back again. > > Any information on this new release would be greatly appreciated. > > Thanks in advance, > > Best regards, > > Aron Rotteveel > > - > > 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 > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS 3: worth the wait? Any information regarding features / sneak peeks?
Hi Michiel, Thanks for the quick reply and PDF document. From what I can see in this document the interface has been drastically changed. Looks promising! For now I'll keep informed about any more developments regarding OTRS. It would be nice to have a timeline in April and ask for community input on this release. I am sure the project quality would greatly benefit by this. Best regards, Aron Rotteveel 2010/3/12 Michiel Beijen > Hi Aron, > > If OTRS3 is worth the wait, you should obviously decide for yourself.. > All I can give you right now is some screenshots on page 22 of this > document: > > http://www.otrs.com/fileadmin/mediafiles/Download/Praesentationen/Service_Management_Solutions_OTRS_Inc.pdf > > For the design we've worked together with a company that is > specialized in interaction design. I'm really happy with the way it > works and think it's a major step ahead in usability of the product > (and it just looks great, too). > > We are currently working on HTML prototypes that serve as the basis > for OTRS 3. They will be finished in the upcoming weeks. After that, > there will still be lots of work implementing that in OTRS. We hope to > be able to share more details on the project, including timelines etc, > in April. > > I hope you stay tuned! > > ((enjoy)) > - > Michiel Beijen > R&D > > Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] > > OTRS AG > Norsk-Data-Str 1. > 61352 Bad Homburg > Germany > > T: +31 (0) 6457 42418 > F: +49 (0) 9421 56818-18 > I: http://www.otrs.com/ > > Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial > register: 10751, Tax ID: 003 240 > 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André > Mindermann (CEO), Martin Edenhofer > > > > On Fri, Mar 12, 2010 at 9:59 AM, Aron Rotteveel > wrote: > > Hi everyone, > > I have noticed several short statements regarding the upcoming release of > > OTRS 3, but all of these seem to be quite vague. Perhaps I am overlooking > > something, but I have not seen any detailed information regarding > features, > > improvements and release dates. Is there a place where I could find this? > > We have recently discovered ActiveCampaign Helpdesk software and I must > say > > that it is looking rather good. We have been OTRS users for quite a while > > and I'd rather not switch systems only to discover that OTRS 3 is a > complete > > overhaul and makes me want to switch back again. > > Any information on this new release would be greatly appreciated. > > Thanks in advance, > > Best regards, > > Aron Rotteveel > > - > > 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 > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] OTRS 3: worth the wait? Any information regarding features / sneak peeks?
Hi everyone, I have noticed several short statements regarding the upcoming release of OTRS 3, but all of these seem to be quite vague. Perhaps I am overlooking something, but I have not seen any detailed information regarding features, improvements and release dates. Is there a place where I could find this? We have recently discovered ActiveCampaign Helpdesk software and I must say that it is looking rather good. We have been OTRS users for quite a while and I'd rather not switch systems only to discover that OTRS 3 is a complete overhaul and makes me want to switch back again. Any information on this new release would be greatly appreciated. Thanks in advance, Best regards, Aron Rotteveel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Is it possible to set a 'Ticket creator' field apart from the 'ticket owner' field?
Hi everyone, The subject says it all, pretty much. We currently create a lot of phone tickets and immediately assign them to an employee. The downside to this approach is that it is not possible to see which agent has actually handled the original call. Is this information stored anywhere, and how could I show this in the ticket zoom page? Best regards, Aron Rotteveel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] It is possible to automatically display company information in the ticket view?
Hi everyone, This is still an issue and I have not found an answer so far. Are there any of you who have achieved this before? -- Best regards, Aron Rotteveel 2010/1/30 Aron Rotteveel > Hi everyone, > > Currently, I have my system setup as follows: > > >- Client database is populated with individual persons & >e-mailaddresses. CustomerID is a numeric ID that is linked to the company >- Company database is filled with companies and the corresponding >phone, fax, and address information > > By default, it seems that a ticket only shows the client information; it > would be incredibly useful to display the company information as well. > Is this somehow possible, and if so how? > > Thanks in advance. > -- > Best regards, > > Aron Rotteveel > - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] [PROBLEM] How to manually insert problem-mails into the queue?
Hi everyone, I have recently made a fresh install of OTRS and edited the ticket statuses and priorities to my own needs; I then discovered this leads to problems processing the mail if the default states are not configured correctly. I fixed this now, but this problem has resulted in a couple of mails being stuck in my queue: a...@boson:/opt/otrs/var/spool$ ls -la total 32 drwxrwsr-x 2 otrs www-data 4096 2010-02-01 09:48 . drwxrwxr-x 13 otrs www-data 4096 2010-01-30 20:22 .. -rw-r--r-- 1 otrs www-data 5756 2010-02-01 09:09 > problem-email-3a722d2e7ca7f009e7452a4499fd2827 -rw-r--r-- 1 otrs www-data 4967 2010-01-31 22:03 > problem-email-9b9863011cc60fe81df863e7bad74692 -rw-r--r-- 1 otrs www-data 6538 2010-02-01 09:18 > problem-email-d91410338ab3c9f4ec45a6b6cbc02bc1 Is there a way to fix this and manually insert these mails into the queue? -- Best regards, Aron Rotteveel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] It is possible to automatically display company information in the ticket view?
Hi everyone, Currently, I have my system setup as follows: - Client database is populated with individual persons & e-mailaddresses. CustomerID is a numeric ID that is linked to the company - Company database is filled with companies and the corresponding phone, fax, and address information By default, it seems that a ticket only shows the client information; it would be incredibly useful to display the company information as well. Is this somehow possible, and if so how? Thanks in advance. -- Best regards, Aron Rotteveel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Is it possible to automatically link an email ticket
Hi, It seems I was overlooking something after all; due to a misunderstanding, I used the tickets that were created prior to the customer import to check wether they were linking. Obviously, tickets seem to be linked when they are inserted in the database. It seems everything is working as intended now. One more question: how could I now link more than one e-mailaddress to a customer? -- Best regards, Aron Rotteveel 2009/12/24 Nils Leideck - ITSM > HI, > > On 24.12.2009, at 11:43, Aron Rotteveel wrote: > > We do not use the customer login interface; as said, customers only send us > mail and we use OTRS to group everything together. > I am not sure what you mean by CustomerKey in this case? Can this be > retrieved from an email? > > > actually I do not understand your problem. > > You have Customer Contacts setup in your OTRS Database, right? > Then they have an email address assigned, right? > > If you receive an email, the FROM emailaddress is compared with entries in > the OTRS Database. > Once there is a match, OTRS does save the CustomerKey (Username) and > CustomerID (whatever) in the ticket table, nothing else. If then a ticket is > opened (ViewZoom) OTRS does dispkay all information from the OTRS CustomerDB > table that belongs to the CustomerKey. > > If there is NO match, OTRS does save the emailaddress in CustomerKey and > CustomerID in the ticket table, then you do not have a link to your OTRS > Datasource and therefor you will not see and Customer Contact details nor > any Customer Company details. > > Have you aver looked into Defaults.pm how the standard Customer Datasource > is configured? > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leid...@leidex.net > nils.leid...@otrs.com > > http://webint.cryptonode.de / a Fractal project > > CU @ CeBIT 2010 in > Hannover<http://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der-cebit-2010/?tx_ttnews%5BbackPid%5D=51&cHash=c9381fe235>, > Germany and get to know more about OTRS > at booth no. C37 in hall 2 from March 2-6, 2010! > > > > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Is it possible to automatically link an email ticket
This is very strange. We have configured the emailaddresses correctly and have done no modding whatsoever. Perhaps it's time to do a fresh install some time. -- Best regards, Aron Rotteveel 2009/12/25 LQ Marshall > Considering that each installation we have links accounts out of the box... > I'd agree you have a problem. > > The only thing I would know to check is to verify that you have email > addresses configured in your customer users' accounts. This has always > worked without issue on our installs. > > Might suggest you look at the mods you may have done. > > (sorry, for the top post. Mobile device doesn't bottom post well. > > Merry Christmas, > LQ > > - Sent from my Palm Pre > > -- > Aron Rotteveel wrote: > > If what you are saying is right, my OTRS setup must be incredibly broken. > > I have never experienced a single ticket being automatically linked to a > customer in my customer database. > Is there anything I might be overlooking? > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Is it possible to automatically link an email ticket
If what you are saying is right, my OTRS setup must be incredibly broken. I have never experienced a single ticket being automatically linked to a customer in my customer database. Is there anything I might be overlooking? 2009/12/24 Nils Leideck - ITSM > HI, > > On 24.12.2009, at 11:43, Aron Rotteveel wrote: > > We do not use the customer login interface; as said, customers only send us > mail and we use OTRS to group everything together. > I am not sure what you mean by CustomerKey in this case? Can this be > retrieved from an email? > > > actually I do not understand your problem. > > You have Customer Contacts setup in your OTRS Database, right? > Then they have an email address assigned, right? > > If you receive an email, the FROM emailaddress is compared with entries in > the OTRS Database. > Once there is a match, OTRS does save the CustomerKey (Username) and > CustomerID (whatever) in the ticket table, nothing else. If then a ticket is > opened (ViewZoom) OTRS does dispkay all information from the OTRS CustomerDB > table that belongs to the CustomerKey. > > If there is NO match, OTRS does save the emailaddress in CustomerKey and > CustomerID in the ticket table, then you do not have a link to your OTRS > Datasource and therefor you will not see and Customer Contact details nor > any Customer Company details. > > Have you aver looked into Defaults.pm how the standard Customer Datasource > is configured? > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leid...@leidex.net > nils.leid...@otrs.com > > http://webint.cryptonode.de / a Fractal project > > CU @ CeBIT 2010 in > Hannover<http://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der-cebit-2010/?tx_ttnews%5BbackPid%5D=51&cHash=c9381fe235>, > Germany and get to know more about OTRS > at booth no. C37 in hall 2 from March 2-6, 2010! > > > > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > -- Met vriendelijke groet, Aron Rotteveel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Is it possible to automatically link an email ticket
We do not use the customer login interface; as said, customers only send us mail and we use OTRS to group everything together. I am not sure what you mean by CustomerKey in this case? Can this be retrieved from an email? 2009/12/24 Nils Leideck - ITSM > Hi, > > On 24.12.2009, at 11:12, Aron Rotteveel wrote: > > >- Username = company name > > Username should be a Username (e.g. CustomerKey), not the Companyname ?!?! > > >- Customer number = internal customer number > > that is fine ... > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leid...@leidex.net > nils.leid...@otrs.com > > http://webint.cryptonode.de / a Fractal project > > CU @ CeBIT 2010 in > Hannover<http://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der-cebit-2010/?tx_ttnews%5BbackPid%5D=51&cHash=c9381fe235>, > Germany and get to know more about OTRS > at booth no. C37 in hall 2 from March 2-6, 2010! > > > > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > -- Met vriendelijke groet, Aron Rotteveel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Is it possible to automatically link an email ticket
Hi, I must be misunderstanding something. Currently I have all my clients populated in the clients section (not the companies). I use the following data structure: - Username = company name - Customer number = internal customer number How would I have to populate these forms in order for the below to work? 2009/12/24 Nils Leideck - ITSM > Hi all, > > Date: Wed, 23 Dec 2009 09:58:21 +0100 > From: Aron Rotteveel > > The ideal situation would be as follows: > > - Customer sends email to supp...@ourcompany > - Within OTRS, the e-mailadress is crossreferenced with the customer > database > - If a match is found, the customer details are automatically set > > Even better would be: > > - Better support for companies in OTRS: one company can have more than > one user, each having different e-mailadresses. When a match is found, > the > company data is also linked. > > Is any of the above possible? Thanks in advance. > > > > that is exactly how OTRS works if the Customer Datasource (DB or LDAP) is > connected and configured properly. > > If you have no "CustomerCompanySupport" enabled there is just the Contact > linked to the Ticket, otherwise you can also see the Company details where > the CompanyID is the same as when editing the CustomerContact. > > Keep in mind: > > CustomerKey = Contact person > CustomerID = Company / Costcentre / Location ... anything what you can > define around a single person. > > In some cases it can even makes sense to set the email address as > CustomerID > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > nils.leid...@leidex.net > > https://webint.cryptonode.de / a Fractal project > > > > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > -- Best regards Aron Rotteveel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Is it possible to automatically link an email ticket
That's not really an option. We have over 300 customers and incoming emails in over 1000 domains. 2009/12/23 Marco Vannini > Additionally you should set X-OTRS-CustomerNo and set the customerid in the > value for the solution proposed by Axel, otherwise, if you tell customer to > use the customer web interface, customer data is automagically linked with > the login... > > HTH > > MV > > > On Wed, Dec 23, 2009 at 11:40 AM, Aron Rotteveel > wrote: > >> Hi, >> >> Thanks for your reply. Sadly, this is not really an option for us. >> We currently have one main queue for all of our support issues, which is >> quite useful, actually. >> >> It would be more convienient if the customer data was automatically >> linked. This seems like quite a basic feature for a customer support system >> and I am surprised it is not even included in OTRS. >> >> Any ideas? >> >> Thanks in advance. >> >> -- >> Best regards, >> >> Aron Rotteveel >> >> 2009/12/23 Axel Christ >> >>> Aron, >>> >>> what you could do is use the PostMaster Filter. At least for getting all >>> mails from one company into one queue there is an easy way: >>> >>> In the Match section select: >>> Header 1: From Value: (.*)@some-domain.com >>> >>> In the Set section select: >>> Header 1: X-OTRS-Queue Value: Name of my queue >>> >>> Cheers, >>> >>> >>> Axel Christ >>> CrossConsense Ltd. & Co. KG >>> >>> -- >>> >>> Message: 1 >>> Date: Wed, 23 Dec 2009 09:58:21 +0100 >>> From: Aron Rotteveel >>> Subject: [otrs] Is it possible to automatically link an email ticket >>>to acustomer? >>> To: otrs >>> Message-ID: >>> >>> Content-Type: text/plain; charset="iso-8859-1" >>> >>> Hi, >>> >>> Currently, one of the biggest frustrations is the fact that tickets that >>> are >>> sent by e-mail are not automatically linked to a customer. >>> We do not use the customer login interface, simply because we find e-mail >>> much more convienient. >>> >>> The ideal situation would be as follows: >>> >>> >>> - Customer sends email to supp...@ourcompany >>> - Within OTRS, the e-mailadress is crossreferenced with the customer >>> database >>> - If a match is found, the customer details are automatically set >>> >>> Even better would be: >>> >>> >>> - Better support for companies in OTRS: one company can have more than >>> one user, each having different e-mailadresses. When a match is found, >>> the >>> company data is also linked. >>> >>> >>> Is any of the above possible? Thanks in advance. >>> >>> -- >>> Best regards, >>> >>> Aron Rotteveel >>> >>> >>> __ Hinweis von ESET NOD32 Antivirus, Signaturdatenbank-Version >>> 4711 (20091223) __ >>> >>> E-Mail wurde gepr?ft mit ESET NOD32 Antivirus. >>> >>> http://www.eset.com >>> >>> - >>> 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 >>> >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> http://www.otrs.com/en/support/enterprise-subscription/ >>> >> >> >> >> - >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > -- Met vriendelijke groet, Aron Rotteveel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Is it possible to automatically link an email ticket
Hi, Thanks for your reply. Sadly, this is not really an option for us. We currently have one main queue for all of our support issues, which is quite useful, actually. It would be more convienient if the customer data was automatically linked. This seems like quite a basic feature for a customer support system and I am surprised it is not even included in OTRS. Any ideas? Thanks in advance. -- Best regards, Aron Rotteveel 2009/12/23 Axel Christ > Aron, > > what you could do is use the PostMaster Filter. At least for getting all > mails from one company into one queue there is an easy way: > > In the Match section select: > Header 1: From Value: (.*)@some-domain.com > > In the Set section select: > Header 1: X-OTRS-Queue Value: Name of my queue > > Cheers, > > > Axel Christ > CrossConsense Ltd. & Co. KG > > -- > > Message: 1 > Date: Wed, 23 Dec 2009 09:58:21 +0100 > From: Aron Rotteveel > Subject: [otrs] Is it possible to automatically link an email ticket >to acustomer? > To: otrs > Message-ID: > > Content-Type: text/plain; charset="iso-8859-1" > > Hi, > > Currently, one of the biggest frustrations is the fact that tickets that > are > sent by e-mail are not automatically linked to a customer. > We do not use the customer login interface, simply because we find e-mail > much more convienient. > > The ideal situation would be as follows: > > > - Customer sends email to supp...@ourcompany > - Within OTRS, the e-mailadress is crossreferenced with the customer > database > - If a match is found, the customer details are automatically set > > Even better would be: > > > - Better support for companies in OTRS: one company can have more than > one user, each having different e-mailadresses. When a match is found, > the > company data is also linked. > > > Is any of the above possible? Thanks in advance. > > -- > Best regards, > > Aron Rotteveel > > > __ Hinweis von ESET NOD32 Antivirus, Signaturdatenbank-Version 4711 > (20091223) __ > > E-Mail wurde gepr?ft mit ESET NOD32 Antivirus. > > http://www.eset.com > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Is it possible to automatically link an email ticket to a customer?
Hi, Currently, one of the biggest frustrations is the fact that tickets that are sent by e-mail are not automatically linked to a customer. We do not use the customer login interface, simply because we find e-mail much more convienient. The ideal situation would be as follows: - Customer sends email to supp...@ourcompany - Within OTRS, the e-mailadress is crossreferenced with the customer database - If a match is found, the customer details are automatically set Even better would be: - Better support for companies in OTRS: one company can have more than one user, each having different e-mailadresses. When a match is found, the company data is also linked. Is any of the above possible? Thanks in advance. -- Best regards, Aron Rotteveel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
