Re: [otrs] Notifications
Does nobody know if this is possible? This should definitly be the way it was supposed to work. What is the point in notifying a customers standard email address about changes to a single ticket? It should notify the senders from address... Best regards Daniel Tangen Fra: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] På vegne av Daniel Tangen - Trigcom AS Sendt: 15. juli 2009 14:10 Til: User questions and discussions about OTRS. Emne: [otrs] Notifications Hi, When a ticket is mapped to a customer, how can I make the notifications go to the sender of the ticket, not the mapped customers standard email address? Thanks - Daniel - 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] Notifications
Hi, When a ticket is mapped to a customer, how can I make the notifications go to the sender of the ticket, not the mapped customers standard email address? Thanks - Daniel - 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] HELP - Move notification email
No. That will work, but only as long as we have not already mapped the ticket to a customer. The best solution would be if it was possible to choose which email it would send the notification to. (Sender email or customer database email) Nobody had this issue before? Maybe it's possible to change somewhere in the sourcecode?? Best regards DT Fra: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] På vegne av Marco Vannini Sendt: 19. juni 2009 12:47 Til: User questions and discussions about OTRS. Emne: Re: [otrs] HELP - Move notification email Hi, Have you tried in sysconfig core::ticket CustomerNotifyJustToRealCustomer: Send customer notifications just to mapped customer. Normally if no customer is mapped, the latest customer sender gets the notification. [No \/] (Default: No) ? CU MV On Fri, Jun 19, 2009 at 12:06 PM, Daniel Tangen - Trigcom AS wrote: Thanks for your reply. This would make the system not send any notification at all when a ticket is moved. I would like it to send a move notification to the senders email address. (Not the customers preregistered email address in the database) Best regards DT Fra: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] På vegne av samuel THOMAS Sendt: 19. juni 2009 12:01 Til: User questions and discussions about OTRS. Emne: Re: [otrs] HELP - Move notification email Hi, In admin -> Queue select "No" at "Customer Move Notify" for each your queues. (in hope its help) Samuel. 2009/6/19 Daniel Tangen - Trigcom AS Hi, When I move a ticket into another queue a notification is sent to the customer database email address. Is it possible to change this so that it goes to the sender email address instead? Best Regards DT - 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] HELP - Move notification email
Thanks for your reply. This would make the system not send any notification at all when a ticket is moved. I would like it to send a move notification to the senders email address. (Not the customers preregistered email address in the database) Best regards DT Fra: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] På vegne av samuel THOMAS Sendt: 19. juni 2009 12:01 Til: User questions and discussions about OTRS. Emne: Re: [otrs] HELP - Move notification email Hi, In admin -> Queue select "No" at "Customer Move Notify" for each your queues. (in hope its help) Samuel. 2009/6/19 Daniel Tangen - Trigcom AS Hi, When I move a ticket into another queue a notification is sent to the customer database email address. Is it possible to change this so that it goes to the sender email address instead? Best Regards DT - 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] HELP - Move notification email
Hi, When I move a ticket into another queue a notification is sent to the customer database email address. Is it possible to change this so that it goes to the sender email address instead? Best Regards DT - 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] do not reply to customer_user email only receipient
Hi, Anybody know how when replying on a ticket how to remove that reply goes both to the reciepient of the ticket and the customer_user email address? I only want the ticket to go to the recipient, not the customer_user email. Thanks! Vennlig hilsen / Best regards Daniel Tangen IT Associate / Blackberry Technical Consultant Mob.: +47 48 40 00 14 d...@trigcom.no www.trigcom.no Trigcom AS Kronprinsesse Märthas plass 1 Po-box 1391 Vika N-0114 Oslo Norway --- Sent from my BlackBerry® smartphone provided by Trigcom - www.trigcom.no - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Assigning tickets to a customer company
Hi, Is there any easier way to assign a ticket to a customer company? I now first have to go into the company tab and then search for a coompany. Then write down the company-id (our internal customer nr) and then go back to the ticket and enter in the customer-id. This also goes for creating phone tickets. I can search for the customer user but not customer-id?? Has anyone found a good solution for this? Thanks, Vennlig hilsen / Best regards Daniel Tangen IT Associate / Blackberry Technical Consultant Mob.: +47 48 40 00 14 d...@trigcom.no www.trigcom.no Trigcom AS Kronprinsesse Märthas plass 1 Po-box 1391 Vika N-0114 Oslo Norway --- Sent from my BlackBerry® smartphone provided by Trigcom - www.trigcom.no - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Emails via IMAP is fetched by server but never gets insertedto SQL(OTRS)
Found the problem. I had changed the priority names. Eg. Priority: 3 normal -> 3 medium When I changed it back from "3 medium" to "3 normal" it problem was solved and emails was inserted into SQL again. The setting can be adjusted at OTRS -> Admin -> System->Priority I found this by looking at the log files under: C:\Program Files\OTRS\OTRS\var\log\otrs.log [Wed Jun 3 12:56:01 2009][Error][Kernel::System::Ticket::TicketCreate][422] No PriorityID (invalid Priority Name?)! ) Best regards Daniel Tangen Fra: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Sendt: 3. juni 2009 10:17 Til: otrs@otrs.org Emne: [otrs] Emails via IMAP is fetched by server but never gets insertedto SQL(OTRS) Hi, I have installed OTRS successfully and setup an IMAP account towards an Exchange 2003 server. This worked fine for a while but then stopped working. The IMAP service is running on the Exchange server. I've installed wireshark (network analyzer) to see that the email is fetched via IMAP protocol into the server when the cronw is running. I can see that it finds the new email, fetches it, deletes it from the Exchange server, but it never gets inserted into the SQL database. Anyone have any idea where I can search for the error? Server: Windows 2003 Server SP2 OTRS v. 2.3.4 CronW (for fetching emails) (uses crontab.txt) Best regards Daniel Tangen - 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] Emails via IMAP is fetched by server but never gets inserted to SQL(OTRS)
Hi, I have installed OTRS successfully and setup an IMAP account towards an Exchange 2003 server. This worked fine for a while but then stopped working. The IMAP service is running on the Exchange server. I've installed wireshark (network analyzer) to see that the email is fetched via IMAP protocol into the server when the cronw is running. I can see that it finds the new email, fetches it, deletes it from the Exchange server, but it never gets inserted into the SQL database. Anyone have any idea where I can search for the error? Server: Windows 2003 Server SP2 OTRS v. 2.3.4 CronW (for fetching emails) (uses crontab.txt) Best regards Daniel Tangen - 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/
