[otrs] code to fix #8217; and other codes when sending e-mail?
So it's fairly common for people to cut/paste text into their ticket. Unfortunately, many common things are converted to HTML codes when sent. The most common is an apostrophe being converted to #8217; (right-tick apostrophe) Obviously this is not very useful when sending plain text e-mail. Is there already an appropriate place to fix e-mail when sending, where replacements like this can be done/ -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] code to fix #8217; and other codes when sending e-mail?
On Mar 20, 2008, at 11:20 AM, Steve Morrey wrote: Thats called html encoding. yes that is what I described. The best way to handle it is to use an html decoding function right before inserting your data into the db. Is the e-mail sent from the database, or from the update? It would appear the outbound e-mail is generated when processing the update, and thus changing the data going to the database wouldn't affect the e-mail? And anyway, you are now at the heart of the question: what routine/ method should be adjusted for this change? -Original Message- From: Jo Rhett [EMAIL PROTECTED] Sent: Thursday, March 20, 2008 12:15 PM To: User questions and discussions about OTRS.org otrs@otrs.org Subject: [otrs] code to fix #8217; and other codes when sending e- mail? So it's fairly common for people to cut/paste text into their ticket. Unfortunately, many common things are converted to HTML codes when sent. The most common is an apostrophe being converted to #8217; (right-tick apostrophe) Obviously this is not very useful when sending plain text e-mail. Is there already an appropriate place to fix e-mail when sending, where replacements like this can be done/ -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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/ -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] Notification to Agents of Closed Ticket
Aleem Mohamed wrote: Is there any way I can have OTRS send out a notification e-mail to all agents (or selected agents) when a ticket is closed (regardless of what queue it's in). Our IT department has two people managing everything On Mar 18, 2008, at 6:16 PM, Nils Breunese (Lemonbit) wrote: as I know, but I also wouldn't really know why it would make anything easier. I would suggest enabling StatusView so you can see what tickets are not yet closed and how owns them, what their status is, etc. Nils, you're missing the point. Many of us don't spend all day in front of a computer. We need e-mail notification of events. Your solution won't help. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] Installing on a shared hosted server
Just FYI we're using OTRS on three separate virtual shared servers no problem. No modifications to the code at all to handle it, just out of the box installation. You don't need to modify the apache configuration (that I can see anyway) and you certainly don't need mod_perl. (and if you have high enough load to need mod_perl then you're going to want a dedicated system anyway) On Nov 7, 2007, at 8:30 AM, Andy Lubel wrote: Installing OTRS without root permissions and restricted access to the system is heavy or even inpossible depending on the system you or your provider is using. We recomment to use a dedicated root server to run OTRS where the environment fids the needs of OTRS, web hosting environments very ofthen do not include the system features needed to run OTRS properly (full access to the apache configuration, adding and editing cron jobs, using mod_perl, e.g.). http://faq.otrs.org/otrs/public.pl? Action=PublicFAQCategoryID=31ItemID=235 On 11/7/07 10:11 AM, Richard Hinkamp - BeSite [EMAIL PROTECTED] wrote: Not possible. Is possible. When the server has all perl modules, you can upload OTRS and with the correct config it will run. The only thing you probably need is a way to install cronjobs (POP3 fetching, pendingjobs). When you have a web interface for that, you should be ok. Richard ___ 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/ -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 ___ 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] RE: otrs Digest, Vol 51, Issue 64
If it was better implemented then yeah, Andy, I would agree with you. But the locking system in OTRS doesn't distinguish between I'm busy working on this and I just stuck a note on it then left for lunch. If I want to lock a ticket I'm working on, you're right the system should allow that. But OTRS requiring a lock to even stick a note on a ticket is absurd. On Oct 31, 2007, at 9:52 AM, Andy Lubel wrote: These aren't stupid alternatives, more like warnings/caveats from real world implementations. DANGER WILL ROBINSON The implications of disabling what some of us consider to be a core functionality of a multi-user helpdesk system should be presented. Fools learn from their own mistakes while the Wise Men learn from the mistakes of the Fool Good luck in whatever choice you make, Andy On 10/31/07 8:36 AM, Mujtaba Karim [EMAIL PROTECTED] wrote: Guys leave it if you cant do it then don't suggest stupid alternates The guy clearly said he needs to disable the lock system Here is how In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some issues Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, October 31, 2007 5:00 PM To: otrs@otrs.org Subject: otrs Digest, Vol 51, Issue 64 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than Re: Contents of otrs digest... Today's Topics: 1. Let OTRS mail external notify ([EMAIL PROTECTED]) 2. Re: Remove lock option from tickets (Andy Lubel) 3. Re: RE: what is the best linux distro in my situation? (kerneljack) - - Message: 1 Date: Tue, 30 Oct 2007 14:50:34 +0100 From: [EMAIL PROTECTED] Subject: [otrs] Let OTRS mail external notify To: otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=us-ascii Hi, Is it posible to let OTRS mail a customer when a external note is made? -- Henry, -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071030/d14c29b7/ attachmen t-0001.html -- Message: 2 Date: Tue, 30 Oct 2007 11:31:51 -0400 From: Andy Lubel [EMAIL PROTECTED] Subject: Re: [otrs] Remove lock option from tickets To: User questions and discussions about OTRS.org otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=US-ASCII How many agents, just you? How many customers? You simply may not have enough of either to justify using a HelpDesk system such as OTRS, which is geared towards SMB to enterprise customers. Metrics also translate into SLA's. If you care about the customer then you would care to see how well you are responding to his needs? Can you tell me one system/application you do think does a better job of making it convenient for the agent to work customer submitted issues? -Andy On 10/29/07 9:36 PM, Jo Rhett [EMAIL PROTECTED] wrote: Unless you don't care about metrics but instead convenience of answering the customer. OTRS makes everything inconvenient, as far as I can tell. On Oct 26, 2007, at 6:01 AM, Andy Lubel wrote: i absolutely agree. people need to own (lock) the tickets they work on otherwise certain metrics you would want later cant be gotten. like time open -- working (locked) -- close. unless of course you are a 1 man helpdesk :) -Andy Lubel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Richard Hinkamp - BeSite Sent
[otrs] create ticket from form / same as Email Ticket
This concerns OTRS 1.3.2 (running on a provider's system) but it appears to be much the same with a 2.2 installation I have here locally. I'm trying to create a ticket by submitting a form prefilled with values. The goal is to pre-fill the To: and Cc: fields from a local customer database. I copied and minimized the form from Email Ticket, and it looks like the following. However, whenever I submit it I get Message: Need TicketID! Traceback (18383): Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1131 Module: Kernel::Modules::AgentEmail::Run (v1.34.2.2) Line: 597 ...etc However, the stock form supplies an empty TicketID as well. The purpose is to create a ticket. What am I doing wrong here? form action=https://tickets.svcolo.com/otrs/index.pl; method=get enctype=multipart/form-data name=compose input type=hidden name=Action value=AgentEmail input type=hidden name=Subaction value=StoreNew input type=hidden name=Dest value=105||SVcolo input type=hidden name=To value=(*customer e-mail*) input type=hidden name=Cc value=(*customer backup*) input type=hidden name=Bcc value=[EMAIL PROTECTED] input type=hidden name=FormID value=1194316011.9677080.31251047 input type=hidden name=ExpandCustomerName value=0 input type=hidden name=AllUsers value=0 input type=hidden name=PreSelectedCustomerUser value= input type=hidden name=SelectedCustomerUser value= input type=hidden name=PriorityID value= input type=hidden name=CustomerID value= input type=hidden name=TicketID value= bSubject:/b input type=text name=Subject value= size=70br / textarea name=Body rows=15 cols=72 wrap=hard /textareabr / bTime units (work units):/b input type=text name=TimeUnits value= size=4br / input class=button type=submit value=Send mail! /form -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 ___ 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] allowing updates without owning the ticket
If I keep futzing with 2.2.x I might try it, but there are so many
other crazy limitations that I need to work out before I'd want to
take that on.
But thank you very much for taking the time to explain that. I'm
building a mini-faq of these customizations locally, since there's
isn't anything other than the list archives for this...
On Nov 7, 2007, at 10:43 AM, Andy Lubel wrote:
Thanks for the level of detail, I think I have good news for you!
In Sysconfig you could expose locked tickets via Ticket Status
view and
that allows you (or any user with rights on the queue) to add a
note into a
locked ticket owned by another user as well as if you were the
owner.
This is part of my sysconfig that exposes that Ticket Status view
to the
navbar:
$Self-{'Frontend::Module'}-{'AgentTicketStatusView'} = {
'NavBar' = [
{
'Prio' = '110',
'Block' = '',
'Image' = 'overview.png',
'NavBar' = 'Ticket',
'Type' = '',
'AccessKey' = 'v',
'Description' = 'Overview of all open
Tickets',
'Name' = 'StatusView',
'Link' = 'Action=AgentTicketStatusView'
}
],
'GroupRo' = [
'StatusViewReaders'
],
'NavBarName' = 'Ticket',
'Description' = 'Overview of all open tickets',
'Title' = 'Status View',
'Group' = [
'SuperAdmin',
'admin'
]
};
Don't just add this into the config.pm.. You can find it in
sysconfig..
Somewhere I cant remember :)
If I must I can locate it again but I encourage new admins to rummage
through the 2500 or so configuration/customization options available.
Can you let the list know if that works out for your needs?
-Andy
On 11/7/07 1:24 PM, Jo Rhett [EMAIL PROTECTED] wrote:
If it was better implemented then yeah, Andy, I would agree with
you. But the locking system in OTRS doesn't distinguish between I'm
busy working on this and I just stuck a note on it then left for
lunch.
If I want to lock a ticket I'm working on, you're right the system
should allow that. But OTRS requiring a lock to even stick a note on
a ticket is absurd.
On Oct 31, 2007, at 9:52 AM, Andy Lubel wrote:
These aren't stupid alternatives, more like warnings/caveats from
real
world implementations.
DANGER WILL ROBINSON
The implications of disabling what some of us consider to be a core
functionality of a multi-user helpdesk system should be presented.
Fools learn from their own mistakes while the Wise Men learn
from the
mistakes of the Fool
Good luck in whatever choice you make,
Andy
On 10/31/07 8:36 AM, Mujtaba Karim [EMAIL PROTECTED] wrote:
Guys leave it if you cant do it then don't suggest stupid
alternates
The guy clearly said he needs to disable the lock system
Here is how
In SysConfig, you must disable RequiredLock in these pages
Frontend::Agent::Ticket::ViewBounce
Frontend::Agent::Ticket::ViewClose
Frontend::Agent::Ticket::ViewCompose
Frontend::Agent::Ticket::ViewForward
Frontend::Agent::Ticket::ViewMerge
Frontend::Agent::Ticket::ViewPending
Frontend::Agent::Ticket::ViewPhoneOutbound
Frontend::Agent::Ticket::ViewPriority
In general, check all ..View.. pages to see wether RequiredLock is
enabled.
Then, you can disable the links to locks: unchek
Ticket::Frontend::MenuModule###100Lock:
Ticket::Frontend::MenuModule###400-Owner:
in Frontend::Agent::Ticket::MenuModule
and Frontend::Agent::Ticket::MenuModulePre
I've done these modification and worked fine without locks for a
while in
the past
Additionally, you might also want to disable
Frontend::Module###AgentTicketLock:
Frontend::Module###AgentTicketOwner:
in Frontend::Agent::ModuleRegistration
but I don't know if this can cause some issues
Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
www.pixsense.com
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of
[EMAIL PROTECTED]
Sent: Wednesday, October 31, 2007 5:00 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 51, Issue 64
Send otrs mailing list submissions to
otrs@otrs.org
To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
[EMAIL PROTECTED]
You can reach the person managing the list at
[EMAIL PROTECTED]
When replying, please edit your Subject line so it is more specific
than Re: Contents of otrs digest...
Today's Topics:
1. Let OTRS mail external notify ([EMAIL PROTECTED])
2. Re: Remove
Re: [otrs] Installing on a shared hosted server
On Nov 7, 2007, at 11:00 AM, Andy Lubel wrote: What hosting company using shared virtual servers OR OS distribution just has the needed perl modules already installed? That interests me because a lot of times I need to stand otrs up for little demos. If you can get shell access you can always build and install the perl modules in a local repository. Our builds are based on a design I did for Meer.net some time ago. Everything is the same except for any customizations they've made since then. Talk to them for a virtual host ;-) -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 ___ 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] Anyone using CGIWRAP/SUEXEC/?? with OTRS
Works fine with cgiwrap. No changes necessary. On Nov 4, 2007, at 9:45 AM, Tuc at T-B-O-H.NET wrote: I was wondering if anyone is using : CGIWRAP SUEXEC Some other cgi security wrapper with OTRS. Please reply offlist, and then I'll summarize. Thanks, Tuc ___ 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/ -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 ___ 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] Remove lock option from tickets
On Oct 30, 2007, at 8:31 AM, Andy Lubel wrote: How many agents, just you? How many customers? You simply may not have enough of either to justify using a HelpDesk system such as OTRS, which is geared towards SMB to enterprise customers. No, a dozens or so of us and hundreds of customers. Metrics also translate into SLA's. If you care about the customer then you would care to see how well you are responding to his needs? This is exactly the problem. Any one of us can and should be able to update a ticket to help a customer. Or just drop a note into a ticket to warn the person working on it about X, Y or Z. Instead, we have to unlock the ticket assign the ticket to ourselves update the ticket unlock the ticket assign the ticket back to the original person ...etc In short, it's 10x the effort it should take to submit a quick reply to the customer or a quick note over to the person working on it. Can you tell me one system/application you do think does a better job of making it convenient for the agent to work customer submitted issues? RT and even the ancient Request do a better job for two very simple reasons: 1. Easy to see everything in a queue -- 1 click or 1 command, not 5 clicks to search. 2. Easy to update a ticket without having to take ownership of it. -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 ___ 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] Remove lock option from tickets
On Oct 30, 2007, at 12:29 AM, Richard Hinkamp - BeSite wrote: Unless you don't care about metrics but instead convenience of answering the customer. OTRS makes everything inconvenient, as far as I can tell. Why use OTRS then? Not my choice. And snippy answers like this don't help. -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 ___ 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] Anyone using CGIWRAP/SUEXEC/?? with OTRS
On Nov 7, 2007, at 1:47 PM, Tuc at T-B-O-H.NET wrote: (Well, not for you, since you probably compiled with --without-redirect-stderr while thats not our default) Of course not. That's a huge security risk. In a lot of places you could put in bogus input and get back things like database passwords and stuff from the output when the query fails. You should never, ever do that. -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 ___ 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] Remove lock option from tickets
Unless you don't care about metrics but instead convenience of
answering the customer.
OTRS makes everything inconvenient, as far as I can tell.
On Oct 26, 2007, at 6:01 AM, Andy Lubel wrote:
i absolutely agree. people need to own (lock) the tickets they
work on
otherwise certain metrics you would want later cant be gotten. like
time open -- working (locked) -- close.
unless of course you are a 1 man helpdesk :)
-Andy Lubel
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of
Richard Hinkamp - BeSite
Sent: Friday, October 26, 2007 5:06 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Remove lock option from tickets
Disabling locks is not the way to go imho. Locks are great for
preventing double answers etc (2 people handling the same ticket at
the
same time and giving different answers to the customer for
example :S).
What you problably want is an auto unlock after an answer. What you
can
do is setting the default state after answering a ticket to closed
succesful, in config:
$Self-{'Ticket::DefaultNextComposeType'} = 'closed successful';
This way a ticket is closed by default after answering. When a new
reply
comes from the customer, it will show in the main queue again,
without a
lock. This way you can share all tickets with all people and only lock
the ticket when you are handling the ticket (and this way prevent
double
handling of same ticket).
Richard
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--
Jo Rhett
senior geek
Silicon Valley Colocation
Support Phone: 408-400-0550
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Re: [otrs] e-mail responses from agents?
On 4/13/07, Jo Rhett [EMAIL PROTECTED] wrote: I need the agents to be able to reply to the ticket using just e- mail. Right now this does work, but the reply doesn't get sent to the customer. Chris Watt wrote: Have you checked the SMTP settings in OTRS? If you go to SysConfig and type SMTP into th search field, it will bring up the SendMail module. In there you can choose either SMTP or Sndmail to send all replies. The other settings are as normal for your SMTP server if you chose to use them. Don't forget to check the box next to user name and password if you need them to authenticate! I'm sorry, let me be very clear. OTRS sends e-mail just fine. The problem is that OTRS only sends e-mail to the ticket requestor if you update the ticket from the web interface. We need to allow agents to reply to/update tickets from their e-mail application. We have no problem with logging into the web UI for reassignment/closing/etc. I just want to be able to reply to the customer without loading up this very heavy web ui. -- Jo Rhett senior geek Silicon Valley Colocation ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] e-mail responses from agents?
Christian Schoepplein wrote: Think about a support contract with ((otrs)), so you get help much faster and do not have to search that long :): I can guarantee you that this will be irrelevant. I was the maintainer of Request back in the day (probably still am but haven't touched it in years) and I write our own custom additions/enhancements to most projects. I'm not a newbie. Before I pull open the source to look around, I'm trying to get a basic installation working properly. I need the agents to be able to reply to the ticket using just e- mail. Right now this does work, but the reply doesn't get sent to the customer. Check your mail settings of OTRS please. If you are using Windows, you have to change the mail settings to use the SMTP module and in most I didn't say OTRS doesn't send e-mail. It does. I said that when an agent replies to an e-mail it does update the ticket but the reply does not go out to the customer. I can find no positive or negative statements about how agents update the ticket via e-mail. But from what I can see, it appears that OTRS expects all updates to occur within the very heavy web ui. That's not very useful, and impossible in our environment. So ... how can one allow an agent response submitted via e-mail to go back out to the customer? -- Jo Rhett senior geek Silicon Valley Colocation ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Re: documentation of escalation?
Christian Schoepplein wrote: On Thu, Apr 12, 2007 at 03:35:27PM -0700, Jo Rhett wrote: In particular, why does escalation restart the counter when I have already replied to the customer? This was a wanted behaviour of OTRS versions = 2.1.6. In later OTRS versions escalation does only start if a customer sends a new ticket or a followup. This behaviour is also described in the docu. Where? I did specifically ask for where to find detailed documentation of the escalation. Telling me it's there isn't a very useful response. -- Jo Rhett senior geek Silicon Valley Colocation ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Re: documentation of escalation?
Christian Schoepplein wrote: This behaviour is also described in the docu. I'd like to point out that the single and only page on escalation contains multiple statements which contradict both themselves and the observed behavior of the system. Thus a ticket only can escalate if it is not locked and is in an open state. If the ticket is locked and not yet closed, the escalation time is counted down and the ticket escalates if the time value is zero. Huh? It can only escalate if it is unlocked. But if it is locked it will count down and escalate...? (the latter statement appears to be true, and the former statement false in practice) -- Jo Rhett senior geek Silicon Valley Colocation ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] e-mail responses from agents?
Jo Rhett wrote: So ... how can one allow an agent response submitted via e-mail to go back out to the customer? Nils Breunese (Lemonbit) wrote: I'm afraid that is just not how OTRS is set up. OTRS needs to tracks the status of a ticket (queue, owner, locked, etc.), so I guess there is no working around the web interface. I understand this. And we have no problem logging into the webui to alter the queue, owner, etc. We just need to be able to reply to the customer quickly. -- Jo Rhett senior geek Silicon Valley Colocation ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] e-mail responses from agents?
Nils Breunese (Lemonbit) wrote: You'd have to send the message through OTRS somehow as OTRS would have to check whether the person sending the message really is an agent and owns the ticket, etc. Of course. I'm pretty sure this is not currently possible with OTRS (someone correct me if I'm wrong) and I wonder if it is feasible at all. Eh? Request handled this just fine, and it was written in perl 4! I updated it to perl5, and people are still using that. RT handles it just fine. It's absolutely feasible... Anyway, it seems clear that OTRS isn't the appropriate place to focus my efforts. Obviously I could do the work to hack it into place, but there appear to be so many issues with hard-coded single line of thought in the ticket management system that I'm going to just duck this one. Thanks for the responses. -- Jo Rhett senior geek Silicon Valley Colocation ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] e-mail responses from agents?
I'm really not trying to be dense. I've spent two days searching for these answers before mailing the list. I need the agents to be able to reply to the ticket using just e- mail. Right now this does work, but the reply doesn't get sent to the customer. -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] documentation of escalation?
I've read the existing documentation of escalation, and it really doesn't describe enough of the process. Can someone clue me in here? 1. How can I prevent escalation of a ticket that doesn't need attention? 2. How can we enable e-mail notification of escalation without modifying the source code in a way which will be overwritten during an upgrade? -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Re: documentation of escalation?
In particular, why does escalation restart the counter when I have already replied to the customer? Escalation should be disabled upon reply, until the customer updates the ticket. On Apr 12, 2007, at 3:31 PM, Jo Rhett wrote: I've read the existing documentation of escalation, and it really doesn't describe enough of the process. Can someone clue me in here? 1. How can I prevent escalation of a ticket that doesn't need attention? 2. How can we enable e-mail notification of escalation without modifying the source code in a way which will be overwritten during an upgrade? -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
