Re: [otrs] iCalendar and OTRS

[Emilia Starzak]

I think, in part which i've tested, that calendar works only like semi
GranGraph - u can set start and end at ticket and show it in your calendar.
Previous you have to set which qs are shown there...

Kr,
Emilia

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Leah
Kelly
Sent: Friday, January 17, 2014 4:22 AM
To: otrs@otrs.org
Subject: Re: [otrs] iCalendar and OTRS

I've read more about the calendar, but am still not sure how to set up the
two dynamic fields so it is useable. 

Even once I do this, will agents be able to add their iCal meeting requests
to the calendar, and will other agents be able to share calendars, or see
each others events? 

I am stuck.. they need a solution quickly and I just don't know enough about
OTRS yet. Can somebody please help point me in the right direction?

Thank you!
Leah
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Re: [otrs] New tickets created when generic agent runs - how to turn off

[Emilia Starzak]

I think there is something wrong with an e-mails, becouse new ticket looks like 
notification which i recieve when somebody makes me an owner. Is that possible 
that Marlene has set the same e-mail what admin set as system e-mail address??

ES



> From: lke...@tenstreet.com
> Date: Wed, 8 Jan 2014 17:54:00 -0600
> To: otrs@otrs.org
> Subject: [otrs] New tickets created when generic agent runs - how to  turn off
> 
> Hi Alvaro, 
> 
> Please see my previous post on the same subject - I apologize if I am not 
> posting correctly; I hope they are attached.
> 
> I did it using the Generic Agent, but a new ticket is created for every time 
> it changes the ticket owner from Admin OTRS to Marlene.
> 
> It is From/Subject - OTRS Notification Master - Ticket owner assigned to you 
> by Admin OTRS.
> 
> But her notifications are turned off, and so are mine. I don’t understand how 
> to make it stop.
> 
> Please help! Thank you!
> Leah
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Re: [otrs] Agent Notifications

[Emilia Starzak]

If you set in your agent preferences: 

Ticket follow up notification

Send me a notification if a customer sends a follow up and I'm the owner of the 
ticket or the ticket is unlocked and is in one of my subscribed queues. = YES

System send you notification after somebody or you set you as an owner or 
responsible.

 

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Bogdan 
Iosif
Sent: Tuesday, January 7, 2014 3:09 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Agent Notifications

 

I don't know if the owner is notified by OTRS by default. Worst case, you can 
configure an Event Based Notification for your scenario.

 

On Tue, Dec 17, 2013 at 9:18 PM, Jill Goldstein 
mailto:jill.goldst...@spfsolutions.biz> > 
wrote:

Ok, I’m just about ready to have OTRS live.  

 

The last thing I’m working on is notifying an Agent that a ticket has been 
placed in their ownership.

 

I see there is a notification for Agent:OwnerUpdate.

 

How is that triggered so that an email notification is sent to the Agent that 
has received that ticket?

 

I have read the manual, and I’m guessing it should be working but it’s not.  
I’m missing something simple.  If you need screenshots, please let me know.

 

 

Jill Goldstein

Customer Support

http://spfsolutions.biz  

Phone: 303-731-5634

 

 


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Re: [otrs] Ticket state:new even with many updates

[Emilia Starzak]

Hi, 
 
Set for each activity, for example: Frontend::Agent::Ticket::ViewNote
Ticket::Frontend::AgentTicketNote###StateType possible states: only open,
pending, close
delete state new

for me works fine,
Kind Regards 
Emilia

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nick
Bright
Sent: Sunday, December 15, 2013 10:06 AM
To: otrs@otrs.org
Subject: [otrs] Ticket state:new even with many updates

Greetings,

I'm a little confused by something I've just noticed in my OTRS
installation.

I've a ticket 15 days old that has 9 updates, including phone-inbound,
phone-outbound, customer email-external, and agent email-external.

Despite all of this activity, the ticket state shows "new" under the Ticket
information window.

This is most certainly not a new ticket by any definition of "new", so why
does OTRS think that it's a new ticket?

My install is v3.3.3  (thought my database has been updated repeatedly since
~1.5 or so).

Is it possible that there's an agent which isn't running? A configuration
error that snuck in somewhere in the version upgrades over the years?

Thanks in advance,

--
---
-  Nick Bright-
-  Vice President of Technology   -
-  Valnet -=- We Connect You -=-  -
-  Tel 888-332-1616 x 315 / Fax 620-331-0789  -
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Re: [otrs] CustomerTicketView how to hide system-email-notyfication-ext

[Emilia Starzak]

It’s for Agents, not for Customers.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Thursday, March 07, 2013 1:49 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] CustomerTicketView how to hide system-email-notyfication-ext

Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewZoom
Ticket::Frontend::TicketArticleFilter

On Thu, Mar 7, 2013 at 6:05 AM, Emilia Starzak 
mailto:emi...@softservice.pl>> wrote:
Hi,

Is there any possibilities to hide for Customer in his/her TicketView articles 
sent by system type: email-notyfication-ext?

Kind regards
Emi

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[otrs] CustomerTicketView how to hide system-email-notyfication-ext

[Emilia Starzak]

Hi,

Is there any possibilities to hide for Customer in his/her TicketView articles 
sent by system type: email-notyfication-ext?

Kind regards
Emi
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Re: [otrs] Ticket::Frontend::CustomerTicketZoom###ArticleType

[Emilia Starzak]

My bad, sorry for fortgot that i defined special queue for web panel.
Everything works ok, thank you and sorry for wasting your time.

Emilia

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven 
Carr
Sent: Monday, February 25, 2013 12:08 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket::Frontend::CustomerTicketZoom###ArticleType

Why would you need to enable the e-mail-external article type? If a user sends 
an email then it is automatically opened as a new ticket or added to an 
existing ticket. If they login to the customer portal then the ticket they 
create is created as a webrequest article so that you can differentiate between 
articles created via email and via the web. Providing the customer account and 
the email address that they send from match then they will be able to see their 
email tickets via the customer portal.

Can you explain what you are wanting to achieve...?

Steve


On 25 February 2013 10:40, Emilia Starzak 
mailto:emi...@softservice.pl>> wrote:






Hi,

Is that possible to turn on more article types for customer than webrequest, i 
need e-mail-external, becouse a lot of our customers sends ticets via e-mail. 
They use customer panel very seldom, i want to conviece them to use it more 
often.
Kind regards,
Emilia









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Soft Service Pawełczak i Wspólnicy Sp. J.
ul. Węglowa 1/3
60-122 Poznań
tel./fax: +48 61 661 51 30
gsm: +48 661 403 064



nr konta:
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[otrs] Ticket::Frontend::CustomerTicketZoom###ArticleType

[Emilia Starzak]

Hi,

Is that possible to turn on more article types for customer than webrequest, i 
need e-mail-external, becouse a lot of our customers sends ticets via e-mail. 
They use customer panel very seldom, i want to conviece them to use it more 
often.
Kind regards,
Emilia









[http://www.operatordtp.pl/softservice/softservice-maillogo.gif]



Soft Service Pawełczak i Wspólnicy Sp. J.
ul. Węglowa 1/3
60-122 Poznań
tel./fax: +48 61 661 51 30
gsm: +48 661 403 064



nr konta:
39 1030 0019 0109 8530 0030 5844
NIP 7821741072 REGON 630913862
mail: bi...@softservice.plhttp://softservice.pl>
www: http://softservice.plhttp://softservice.pl>










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[otrs] answer from ticket + pdf files + firefox

[Emilia Starzak]

Hi,

Step 1: i have a ticket in otrs
Step 2: i choose empty answer
Step 3: attach pdf file to my answer
Step 4: send

We noticed that agents which useing firefox sent blank files. Capacity of sent 
file and recieved file is the same… but in recieved everything is white. The 
same file in otrs interface is ok, we can download it and see properly.
We tested that on chrome and ie, and problem doeasent exist. Only firefox.

Anyone noticed that?
Emi
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Re: [otrs] Ticket -> Frontend::Agent::Ticket::ViewCompose

[Emilia Starzak]

It make sense for me becouse now i need two steps: one, to set up ticket type 
and second for close ticket. I don’t want to allow closing tickets from answer 
to Customer, becouse happens that ticket type is empty (my Agents forget to set 
it earlier).

Oh, one important thing. My Customers doesn’t use OTRS they read only e-mails 
from us, and there is no information about ticket type.



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Wednesday, February 06, 2013 1:47 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket -> Frontend::Agent::Ticket::ViewCompose

Part 1:
It doesn't make sense, generally, to do this in the process of corresponding 
with your customer about an existing ticket. The customer doesn't care what 
folder you use to categorize the ticket as long as you solve the ticket.
Also, Ticket Type and Service shouldn't necessarily be something you'd say 
within agent side, "oh, while you're talking to the customer, make categorical 
changes to the ticket." Generally, no.

Part 2:
http://forums.otterhub.org/viewtopic.php?f=60&t=5156

On Wed, Feb 6, 2013 at 6:59 AM, Emilia Starzak 
mailto:emi...@softservice.pl>> wrote:
Welcome,

I need some help. We have OTRS 3.2.1 and i want set ticket type and service 
useing Frontend::Agent::Ticket::ViewCompose. I can do it at note, priority for 
example Frontend::AgentTicketOwner###TicketType = YES. Is there any 
possibilities of that?
And second question. Agent dashboard in section new tickets i need column 
„queue” and/or customerID? Is that possible?
Kind regards,
Emi







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[otrs] Ticket -> Frontend::Agent::Ticket::ViewCompose

[Emilia Starzak]

Welcome,

I need some help. We have OTRS 3.2.1 and i want set ticket type and service 
useing Frontend::Agent::Ticket::ViewCompose. I can do it at note, priority for 
example Frontend::AgentTicketOwner###TicketType = YES. Is there any 
possibilities of that?
And second question. Agent dashboard in section new tickets i need column 
„queue” and/or customerID? Is that possible?
Kind regards,
Emi






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[otrs] Agent::ResponsibleUpdate - how to turn off??

[Emilia Starzak]

Hi,

I’m still trying to find any way to turn off:  Agent::ResponsibleUpdate .
When i’m going to Administration -> Agent Notifications -> i can’t do anything, 
in fact i can change content of that notification, but i can’t turn it off.

Help me, please!

Kind regards,
Emilia

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Re: [otrs] GenericAgent and Fulltext-search

[Emilia Starzak]

Hi,
Did you tried „%2011%year%” it sometmies helps!

Greetings
ES

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of ??? 
??
Sent: Tuesday, August 21, 2012 3:28 PM
To: otrs@otrs.org
Subject: [otrs] GenericAgent and Fulltext-search

Hello!

Sorry for bad English.

I have a trouble with GenericAgent and Fulltext-search in article. I need 
search some text, "2011 year", for example.
I entered *2011 year* in Ticket Filter, and see "0 Tickets affected!" as result 
of search. Of course, I have tickets with "2011 year" in text – search from 
TICKETS->Search shows my tickets.

MySQL logs contains this:

SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON sq.id = 
st.queue_id  INNER JOIN article art ON st.id = art.ticket_id  WHERE 1=1 AND 
(((art.a_body LIKE '%2011' )  AND (art.a_body LIKE 'year%' ) )) LIMIT 6

How can I use GenericAgent with normal text search?
OTRS version 3.1.7+dfsg1-2 from Debian-testing.
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[otrs] Notifications for Responsible.

[Emilia Starzak]

Hi,
i need some help with notifications for Responsible (not Owner). I cant turn 
off that (assigned to you and new note for ticket) notifications.
Please help me to resolve that problem.

Thx
Emilia

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