[otrs] Ticket escalation type
Hi, When a ticket is escalated, a message is sent to the agents, but agents do not understant why the ticket is escalated. How can we understand this? I mean, is it escalated due to FIRST RESPONSE TIME or SOULTION TIME? Thanks in advance, Aysel - 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] Ticket escalation type
Hi, When a ticket is escalated, a message is sent to the agents, but agents do not understant why the ticket is escalated. How can we understand this? I mean, is it escalated due to FIRST RESPONSE TIME or SOULTION TIME? Thanks in advance, Aysel - 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] Notify customer users when a new ticket is created
Hello, I would like to notify all customer users in the company when a new ticket is created. How can I do this? Regards, Aysel - 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] Calendar definition
Hello, I have updated calendar definitions from Core::Time::Calendar1 http://10.0.2.40/otrs/index.pl?Action=AdminSysConfigSubaction=EditSys ConfigSubGroup=Core::Time::Calendar1SysConfigGroup=Framework Where is Calendar information kept? I could not find in the database. I think it is written to a file. Which file is it? Regards, Aysel - 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] Calendar definition
I mean the values. There are 9 calendars in the system. ./Kernel/Config/Files/Calendar.structure of Calendar, but I need the values of Calendar1,2,3...9 . From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Frans Stekelenburg Sent: Thursday, April 16, 2009 4:50 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Calendar definition Sorry... did not read your question well. You ment the settings, not the values J ./Kernel/Config/Files/Calendar.xml perhaps? ConfigItem Name=Frontend::Module###AgentCalendar Required=0 Valid=1 Description Lang=enAll parameters for the Calendar object in the agent interface./Description Description Lang=deAlle Parameter des Calendar-Objekts im Agent-Interface./Description gr, Frans From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Aysel Pamuk Sent: donderdag 16 april 2009 15:16 To: otrs@otrs.org Subject: [otrs] Calendar definition Hello, I have updated calendar definitions from Core::Time::Calendar1 http://10.0.2.40/otrs/index.pl?Action=AdminSysConfigSubaction=EditSys ConfigSubGroup=Core::Time::Calendar1SysConfigGroup=Framework Where is Calendar information kept? I could not find in the database. I think it is written to a file. Which file is it? Regards, Aysel - 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] Calendar definition
/opt/otrs/Kernel/Config/Files/Framework.xml
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Frans Stekelenburg
Sent: Thursday, April 16, 2009 5:20 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Calendar definition
Hmm...
./Kernel/Config/Files/Framework.xml perhaps.
Like this you find all files that mention (c)alendar:
cd /opt/otrs
find . -type f -exec grep 'alendar' {} \; -print -ls|more | egrep ^./
gr,
Frans
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Aysel Pamuk
Sent: donderdag 16 april 2009 15:56
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Calendar definition
I mean the values.
There are 9 calendars in the system.
./Kernel/Config/Files/Calendar.structure of Calendar, but I need the
values of Calendar1,2,3...9 .
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Frans Stekelenburg
Sent: Thursday, April 16, 2009 4:50 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Calendar definition
Sorry... did not read your question well. You ment the settings, not the
values J
./Kernel/Config/Files/Calendar.xml perhaps?
ConfigItem Name=Frontend::Module###AgentCalendar Required=0
Valid=1
Description Lang=enAll parameters for the Calendar object in
the agent interface./Description
Description Lang=deAlle Parameter des Calendar-Objekts im
Agent-Interface./Description
gr,
Frans
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Aysel Pamuk
Sent: donderdag 16 april 2009 15:16
To: otrs@otrs.org
Subject: [otrs] Calendar definition
Hello,
I have updated calendar definitions from
Core::Time::Calendar1
http://10.0.2.40/otrs/index.pl?Action=AdminSysConfigSubaction=EditSys
ConfigSubGroup=Core::Time::Calendar1SysConfigGroup=Framework
Where is Calendar information kept? I could not find in the database. I
think it is written to a file. Which file is it?
Regards,
Aysel
-
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[otrs] Sending e-mails for escalation
Hello, I would like to send e-mail messages to the agents for eacalated tickets. E-mails on escalated tickets should be delivered to agents that have the queue with the escalated ticket in My queues enabled and that have activated notifications on escalated tickets in their personal preferences . Is it possible? Regards, Aysel ___ 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] Sending escalation more than once
Hello, I would like to send e-mail notification. My scenario is like this: First response time : 10mins Update time : 15 minutes Solution time : 40 minutes If no response is sent, escalation e-mail should be sent as soon as first response time exceeds. In this scenario, 10mins later, an e-mail should be sent. Noone replied or updated and time passed 16 mins, that means update time exceeded. Another escalation massage should be sent. After 41 minutes, noone did nothing, new escalation message should be sent. In my system, only one escalation message is sent. How can I manage to send e-mail for each escalation. Regards, Aysel Pamuk ___ 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] Agent Notification
Hello, I cannot receive any agent notification e-mail when a new ticket is created in one of the agent's queues. I have upgraded OTRS to 2.3.3. Also I set Preferences-New Ticket Notification to YES. I searched for the otrs archive and found the bug 977 : http://bugs.otrs.org/show_bug.cgi?id=977 I made all the necessary changes but I cannot still receive the agent notification e-mail. I would like to be sure if the bug 977 is fixed in release 2.3.3. Thanks in advance, Aysel ___ 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] Agent Notification
Hello, I cannot receive any agent notification e-mail when a new ticket is created in one of the agent's queues. I have upgraded OTRS to 2.3.3. Also I set Preferences-New Ticket Notification to YES. I searched for the otrs archive and found the bug 977 : http://bugs.otrs.org/show_bug.cgi?id=977 I made all the necessary changes but I cannot still receive the agent notification e-mail. I would like to be sure if the bug 977 is fixed in release 2.3.3. Thanks in advance, Aysel ___ 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] Agent Notification
Yes. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Obee, Daniel Sent: 05 Ocak 2009 Pazartesi 10:17 To: User questions and discussions about OTRS. Subject: Re: [otrs] Agent Notification Did you make sure the queue is marked as 'My Queue' in preferences? Greez d Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Aysel Pamuk Gesendet: Montag, 5. Januar 2009 09:06 An: otrs@otrs.org Betreff: [otrs] Agent Notification Hello, I cannot receive any agent notification e-mail when a new ticket is created in one of the agent's queues. I have upgraded OTRS to 2.3.3. Also I set Preferences-New Ticket Notification to YES. I searched for the otrs archive and found the bug 977 : http://bugs.otrs.org/show_bug.cgi?id=977 I made all the necessary changes but I cannot still receive the agent notification e-mail. I would like to be sure if the bug 977 is fixed in release 2.3.3. Thanks in advance, Aysel ___ 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] Agent Notification
In Kernel/System/Web/InterfaceCustomer.pm I changed the following line:
$Self-{GroupObject} = Kernel::System::CustomerGroup-new(%{$Self});
to:
$Self-{CustomerGroupObject} =
Kernel::System::CustomerGroup-new(%{$Self});
Since CustomerGroupSupport is enabled, I changed the following line
$Self-{$Key} = $CommonObject{$Key}-new( %{$Self}, GroupObject = undef
);
to
$Self-{$Key} = $CommonObject{$Key}-new(%{$Self});
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Obee, Daniel
Sent: 05 Ocak 2009 Pazartesi 10:17
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Agent Notification
Did you make sure the queue is marked as 'My Queue' in preferences?
Greez
d
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von
Aysel Pamuk
Gesendet: Montag, 5. Januar 2009 09:06
An: otrs@otrs.org
Betreff: [otrs] Agent Notification
Hello,
I cannot receive any agent notification e-mail when a new ticket is
created in one of the agent's queues.
I have upgraded OTRS to 2.3.3.
Also I set
Preferences-New Ticket Notification to YES.
I searched for the otrs archive and found the bug 977 :
http://bugs.otrs.org/show_bug.cgi?id=977
I made all the necessary changes but I cannot still receive the agent
notification e-mail.
I would like to be sure if the bug 977 is fixed in release 2.3.3.
Thanks in advance,
Aysel
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[otrs] Due Date calculation
Hello, I have created a queue SEVERITY-3 with Calendar 1(8:00-17:00 x 5). Calendar 1 is configured as 8:00-17:00 for weekdays. Escalation solution time for that queue is 14400 mins (10 days). While creating an e-mail ticket, Due Date is given as TOMORROW, my escalaiton solution time constraint is not taken into consideration. How can I make DUE DATE calculated to 10 days later. Thanks in advance, Aysel ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Calendar in Ticket queue
Hello, I have created a queue SEVERITY-3 with Calendar 1 1 (8:00-17:00 x 5). Calendar 1 is configured as 8:00-17:00 for weekdays. Escalation solution time for that queue is 14400 mins (10 days). While creating an e-mail ticket, Due Date is given as TOMORROW, my escalaiton solution time constraint is not taken into consideration. How can I make DUE DATE calculated to 10 days later. Thanks in advance, Aysel ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Time Units
What isTime units (work units) used for? Thank you. ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] How can an agent see the closed tickets?
Hello, How can an agent see the closed tickets? Regards, Aysel ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] How can an agent see the closed tickets?
Thak you. From: [EMAIL PROTECTED] on behalf of Nils Breunese (Lemonbit) Sent: Wed 4/9/2008 10:58 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] How can an agent see the closed tickets? Aysel Pamuk wrote: How can an agent see the closed tickets? Closed tickets are listed when clicking on a customer link for instance or you can use the search function. Nils Breunese. ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/ winmail.dat___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] First response time according to time of the day
Hello, I have an SLA such as: If working hours, first response time is 30mins, If out of working hours, first response time is 60mins. Have can I configure the OTRS? Should I define different queues or different SLA? Thanks in advance, Aysel ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Lock status
Hello, What is the meaning of lock and lock? I mean, the ticket status is new, open, pendig or closed. When do we lock or unlock the tickets? Thanks in advance, Aysel ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Report generation
Hello, I should generate reports such as: Solution time and response time Average solution time and average response time od the tickets by queue Should I write SQL query for this or can I get these reports from Stats module? Thanks in advance, Aysel ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Lock status
I am more clear now. Thanks to every who helped. From: [EMAIL PROTECTED] on behalf of Nils Breunese (Lemonbit) Sent: Mon 3/24/2008 11:36 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Lock status Aysel Pamuk wrote: What is the meaning of lock and lock? I mean, the ticket status is new, open, pendig or closed. When do we lock or unlock the tickets? An agent locks a ticket to indicate he/she is the agent that is currently handling the ticket. Nils Breunese. ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/ winmail.dat___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Time fields
Hello, In database fields defined as int such as escalation_start_time int(11) NOT NULL, escalation_response_time int(11) NOT NULL, escalation_solution_time int(11) NOT NULL, What value is kept in these fields? Does it mean date value as integer? Thanks in advance, Aysel ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] New user add problem
I have installed OTRS 2.2.5 . I want to add a new user bt received the error: Email address ([EMAIL PROTECTED]) not valid (invalid [EMAIL PROTECTED] (DNS problem: no nameservers)! )! What should I do? Thanks in afvance, Aysel Pamuk ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] New Ticket Notification
Hello, I had the same problem. When I moved the otrs user to USERS Group, I started to receive the notifications. Please move the user to USERS group. Regards, Aysel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jared Alewine Sent: Friday, January 25, 2008 8:23 PM To: otrs@otrs.org Subject: [otrs] New Ticket Notification I am not receiving new ticket emails from customers. I have verified that the queue is in My Queues and that I have the option to receive these emails is on in my preferences. Are there any other options I should check? I do get emails when the ticket is moved and I get some emails when new tickets are entered by agents, but I don't get any when the ticket is entered by a customer. Any help is greatly appreciated. Thanks Jared ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Notify the agent by e-mail when a newticketisgeneratedinone of the agent's queue
I solved the problem. In Queue Management, I selected Group users and I have started to receive new ticket notifications e-mails. Thanks for all people who replied. From: [EMAIL PROTECTED] on behalf of Gabriele D'Andrea Sent: Mon 14/01/2008 22:55 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Notify the agent by e-mail when a newticketisgeneratedinone of the agent's queue Be sure that the queue in which new tickets are created is selected under My Queues. - Original Message - From: Aysel Pamuk mailto:[EMAIL PROTECTED] To: User questions and discussions about OTRS.org mailto:otrs@otrs.org Sent: Monday, January 07, 2008 9:22 AM Subject: RE: [otrs] Notify the agent by e-mail when a new ticketisgeneratedinone of the agent's queue Hello, I receive Follow up notifications so I am sure my mail server is running. [ Follow up notification ] Send me a notification if a customer sends a follow up and I'm the owner of this ticket. I have set New Ticket Notification to Yes as shown below. But still I cannot receive a notification e-mail. [ New ticket notification ] Send me a notification if there is a new ticket in My Queues. NoYes Do you have any idea? Thank you, Aysel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Obee, Daniel Sent: Friday, January 04, 2008 10:47 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Notify the agent by e-mail when a new ticket isgeneratedinone of the agent's queue This is exactly what I described. The header of said area in the preferences panel might be named [ Mail Management ] for a reason ;D Greetz, Daniel From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Aysel Pamuk Sent: Freitag, 4. Januar 2008 09:18 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Notify the agent by e-mail when a new ticket is generatedinone of the agent's queue Thank you for you reply. But I am asking for e-mail notification. Notifications can be seen from otrs web site but the agent might not have opened the otrs. That is why, an e-mail should be sent to the agent. Is there a way to do this? Aysel From: [EMAIL PROTECTED] on behalf of Obee, Daniel Sent: Fri 04/01/2008 10:19 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Notify the agent by e-mail when a new ticket is generatedinone of the agent's queue Those are basic functions which can be done in the 'preferences' panel by the agent himself. The agent needs to mark the queue as 'my queue' and switch 'new ticket notification' to 'Yes'. Greetz, Daniel From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Aysel Pamuk Sent: Freitag, 4. Januar 2008 08:49 To: otrs@otrs.org Subject: [otrs] Notify the agent by e-mail when a new ticket is generated inone of the agent's queue Hello, I want to notify an agent by e-mail when a new ticket is generated in one of its queues. How can I do this? Thank you, Aysel ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/ winmail.dat___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Follow up option
Hi, Under queue management, there is an option called FOLLOW UP. It might have one of these options: New ticket Possible Reject What is possible used for? Thank you, Aysel Pamuk Telecom Engineer Gantek Technologies Phone: (+90)216 538 80 89 Mobile: (+90)533 582 87 28 Fax: (+90)216 322 04 43 Address: Yeni Parseller Sok. No: 20 K Binasi Kat:4-5 34805 Kavacik, Istanbul, Turkey [EMAIL PROTECTED] www.gantek.com This message and attachments are confidential and intended solely for the individual(s) stated in this message. If you received this message although you are not the addressee you are responsible to keep the message confidential. The sender has no responsibility for the accuracy or correctness of the information in the message and its attachments. Our company shall have no liability for any changes or late receiving, loss of integrity and confidentiality, viruses and any damages caused in anyway to your computer system. ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Which module runs while a new ticket is being generated?
I am sure I have highlighted the queues under My Queues but still not receiving notifications. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nils Breunese (Lemonbit) Sent: Monday, January 14, 2008 3:11 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Which module runs while a new ticket is being generated? Aysel Pamuk wrote: Which module is run while a new ticket is being generated? Although Mail Management à New Ticket Modification is set YES and a new ticket is generated in queque which is selected in My Queues, The USER cannot receive a notification mail. Which mudule is sending that mail? I have no idea, but make sure the queues the agent wants to receive notifications for are highlighted under 'My queues' in his preferences. Notifications will only be sent for those highlighted queues. Nils Breunese.___ 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 Support or consulting for your OTRS system? =http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Which module runs while a new ticket is being generated?
Hello, Which module is run while a new ticket is being generated? Although Mail Management -- New Ticket Modification is set YES and a new ticket is generated in queque which is selected in My Queues, The USER cannot receive a notification mail. Which mudule is sending that mail? Thank you, Aysel Aysel Pamuk Telecom Engineer Gantek Technologies Phone: (+90)216 538 80 89 Mobile: (+90)533 582 87 28 Fax: (+90)216 322 04 43 Address: Yeni Parseller Sok. No: 20 K Binasi Kat:4-5 34805 Kavacik, Istanbul, Turkey [EMAIL PROTECTED] www.gantek.com This message and attachments are confidential and intended solely for the individual(s) stated in this message. If you received this message although you are not the addressee you are responsible to keep the message confidential. The sender has no responsibility for the accuracy or correctness of the information in the message and its attachments. Our company shall have no liability for any changes or late receiving, loss of integrity and confidentiality, viruses and any damages caused in anyway to your computer system. ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Notify the agent by e-mail when a new ticket isgeneratedinone of the agent's queue
Hello, I receive Follow up notifications so I am sure my mail server is running. [ Follow up notification ] Send me a notification if a customer sends a follow up and I'm the owner of this ticket. I have set New Ticket Notification to Yes as shown below. But still I cannot receive a notification e-mail. [ New ticket notification ] Send me a notification if there is a new ticket in My Queues. No Yes Do you have any idea? Thank you, Aysel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Obee, Daniel Sent: Friday, January 04, 2008 10:47 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Notify the agent by e-mail when a new ticket isgeneratedinone of the agent's queue This is exactly what I described. The header of said area in the preferences panel might be named [ Mail Management ] for a reason ;D Greetz, Daniel From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Aysel Pamuk Sent: Freitag, 4. Januar 2008 09:18 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Notify the agent by e-mail when a new ticket is generatedinone of the agent's queue Thank you for you reply. But I am asking for e-mail notification. Notifications can be seen from otrs web site but the agent might not have opened the otrs. That is why, an e-mail should be sent to the agent. Is there a way to do this? Aysel From: [EMAIL PROTECTED] on behalf of Obee, Daniel Sent: Fri 04/01/2008 10:19 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Notify the agent by e-mail when a new ticket is generatedinone of the agent's queue Those are basic functions which can be done in the 'preferences' panel by the agent himself. The agent needs to mark the queue as 'my queue' and switch 'new ticket notification' to 'Yes'. Greetz, Daniel From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Aysel Pamuk Sent: Freitag, 4. Januar 2008 08:49 To: otrs@otrs.org Subject: [otrs] Notify the agent by e-mail when a new ticket is generated inone of the agent's queue Hello, I want to notify an agent by e-mail when a new ticket is generated in one of its queues. How can I do this? Thank you, Aysel ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Notify the agent by e-mail when a new ticket is generated in one of the agent's queue
Hello, I want to notify an agent by e-mail when a new ticket is generated in one of its queues. How can I do this? Thank you, Aysel ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Notify the agent by e-mail when a new ticket is generatedinone of the agent's queue
Thank you for you reply. But I am asking for e-mail notification. Notifications can be seen from otrs web site but the agent might not have opened the otrs. That is why, an e-mail should be sent to the agent. Is there a way to do this? Aysel From: [EMAIL PROTECTED] on behalf of Obee, Daniel Sent: Fri 04/01/2008 10:19 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Notify the agent by e-mail when a new ticket is generatedinone of the agent's queue Those are basic functions which can be done in the 'preferences' panel by the agent himself. The agent needs to mark the queue as 'my queue' and switch 'new ticket notification' to 'Yes'. Greetz, Daniel From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Aysel Pamuk Sent: Freitag, 4. Januar 2008 08:49 To: otrs@otrs.org Subject: [otrs] Notify the agent by e-mail when a new ticket is generated inone of the agent's queue Hello, I want to notify an agent by e-mail when a new ticket is generated in one of its queues. How can I do this? Thank you, Aysel winmail.dat___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Notify the agent by e-mail when a new ticket isgeneratedinone of the agent's queue
Daniel, Thank you. I think I have a problem on my mail config. I will try to fix. Aysel From: [EMAIL PROTECTED] on behalf of Obee, Daniel Sent: Fri 04/01/2008 10:47 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Notify the agent by e-mail when a new ticket isgeneratedinone of the agent's queue This is exactly what I described. The header of said area in the preferences panel might be named [ Mail Management ] for a reason ;D Greetz, Daniel From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Aysel Pamuk Sent: Freitag, 4. Januar 2008 09:18 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Notify the agent by e-mail when a new ticket is generatedinone of the agent's queue Thank you for you reply. But I am asking for e-mail notification. Notifications can be seen from otrs web site but the agent might not have opened the otrs. That is why, an e-mail should be sent to the agent. Is there a way to do this? Aysel From: [EMAIL PROTECTED] on behalf of Obee, Daniel Sent: Fri 04/01/2008 10:19 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Notify the agent by e-mail when a new ticket is generatedinone of the agent's queue Those are basic functions which can be done in the 'preferences' panel by the agent himself. The agent needs to mark the queue as 'my queue' and switch 'new ticket notification' to 'Yes'. Greetz, Daniel From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Aysel Pamuk Sent: Freitag, 4. Januar 2008 08:49 To: otrs@otrs.org Subject: [otrs] Notify the agent by e-mail when a new ticket is generated inone of the agent's queue Hello, I want to notify an agent by e-mail when a new ticket is generated in one of its queues. How can I do this? Thank you, Aysel winmail.dat___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
