[otrs] Company client
Hello What is the use of "client company"? I can't seem to relate it either to groups or client-users. Thanks for the help -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nran...@neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium. - 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] Pending auto close
Hello I have created a state called "waiting on customer", based on "pending auto-close +"; in which if the customer doens't answer in some time, the ticket is closed. Two questions: 1) how can I change the time between the state "waiting..." and closing the ticket (for example, 5 days) 2) how can I send a email to the client, let's say, middle of the way, warning him that the ticket will be closed if he doens't answer. Thank you for any help -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nran...@neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium. - 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] Blocking tickets
I realized whqat happened: I created a mail response, but never sent it (because I lost connection). When I created the response, the ticket became locked. 2010/2/17 Ralf Hildebrandt > * Michiel Beijen : > > Do you by any chance mean that the ticket is 'Locked'? If a ticket is > > locked it does not show up in the Queue View, but you'd find an icon > > for "Locked Tickets" in the upper right hand corner of the interface. > > It should be right there. > > Yes, but just creating it shouldn't necessarily mean that it should be > locked by him. > > I often generate tickets just to assign them to somebody else. > -- > Ralf Hildebrandt > Geschäftsbereich IT | Abteilung Netzwerk > Charité - Universitätsmedizin Berlin > Campus Benjamin Franklin > Hindenburgdamm 30 | D-12203 Berlin > Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 > ralf.hildebra...@charite.de | http://www.charite.de > > - > 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/ > -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nran...@neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium. - 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] Blocking tickets
Hello I entered a newly created ticket, which imediatly blocked it. But I lost net in the meanwhile, before I could perform any action, so I couldn't follow the ticket, either anyone else. Question is: is there any way NOT to block the ticket when we enter in it? Thank you for any help -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nran...@neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium. - 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] Queues and New Ticket
I have a client, who is NOT is the users group, and is just in a group created by me, which contains 1 queue (myqueue), but still can create tickets in the "junk", "misc" queues instead of just in mine. PS: I still have installed the 2.3 version, is there some bug or something? 2010/2/9 Tore Lønøy > Create roles, and give access to different groups, which again is > linked to their correct queue. > > On 9 February 2010 14:00, Nuno Ranito wrote: > > Hello > > > > How can I restrict which queues the client can see to insert a new > ticket? > > For instance, I want user A to access queue "Aplications" and "Network", > and > > user B to insert new ticket in queue "Billing". > > > > Thank you for any help. > > > > -- > > Neos IT | www.neosit.pt > > Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal > > Tel +351 210 105 610 | Fax. +351 239 101 108 > > Tm +351 913 699 961 | E-mail nran...@neosit.pt > > > > > > > > [ Antes de imprimir esta mensagem pense no ambiente. Before printing this > > message, think about environment ] > > > > NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação > > privilegiada e confidencial. Se não é o destinatário da presente > > comunicação, agradecemos que nos informe e elimine a mensagem sem que a > > mesma seja divulgada, distribuida ou copiada. > > > > CONFIDENTIALITY: This e-mail and any attachments are confidential and may > be > > privileged. If you are not a named recipient, please notify the sender > > immediately and do not disclose the contents to another person, use it > for > > any purpose or store or copy the information in any medium. > > > > - > > 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/ > -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nran...@neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium. - 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] Queues and New Ticket
Hello How can I restrict which queues the client can see to insert a new ticket? For instance, I want user A to access queue "Aplications" and "Network", and user B to insert new ticket in queue "Billing". Thank you for any help. -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nran...@neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium. - 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] using notifications
DAvid How did you implement this one? * Note Added (when a note is added as a note-external, that gets e-mailed to the customer) 2010/2/9 David Holder > Hi Manish, > > You can use configuration settings for the queue in conjunction with a > generic agent to accomplish this. I haven't done it myself, but it should > give you a start. > > The information for this can be found here : > http://doc.otrs.org/2.3/en/html/x1519.html > > Let us know how you get on. > > Regards, > > David > > > On Tue, Feb 9, 2010 at 11:10 AM, manish ramteke < > manish.s.ramt...@gmail.com> wrote: > >> Hi David, >> >> Thanks for guidance.I have a situation wherein if a particular ticket has >> crossed the threshold time of resolving, >> event based notification should be sent to management for escalation. >> >> What I would like to know is how would I associate this escalation >> notification with the ticket. >> How to configure the ticket so that escalation notification will be >> triggered. >> >> >> >> >> On Tue, Feb 9, 2010 at 4:31 PM, David Holder wrote: >> >>> Hi Manish, >>> >>> What are you trying to notify? >>> >>> There are essentially two groups of notifications in OTRS, First of all >>> are automatic responses. So, for example, when mails are put in a specific >>> queue the following notifications can be configured to despatch: >>> >>> * default reply (after new ticket has been created) (auto reply) >>> * default reject (after follow up and rejected of a closed ticket) (auto >>> reject) >>> * default follow up (after a ticket follow up has been added) (auto >>> follow up) >>> * default reject/new ticket created (after closed follow up with new >>> ticket creation) (auto reply/new ticket) >>> >>> The second group is event based notifications, which allow you to send >>> out notifications based on a specific specification. For me I have the above >>> auto notifications selected and a few custom event based notifications: >>> >>> * Ticket Assigned >>> * Ticket Closed >>> * Note Added (when a note is added as a note-external, that gets e-mailed >>> to the customer) >>> >>> If you can tell us what kind of notification you wish to flag up, we can >>> help you implement the type and specification of it. >>> >>> Thanks, >>> >>> On Tue, Feb 9, 2010 at 5:23 AM, manish ramteke < >>> manish.s.ramt...@gmail.com> wrote: >>> Hi, Please let me know how to use notifications in OTRS.2.4.5 Regards, Manish Ramteke - 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/ >>> >> >> >> >> >> Regards, >> Manish Ramteke >> >> >> >> >> - >> 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/ > -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nran...@neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://l
[otrs] Questions
Hello I'm starting to use OTRS, and I'm configuring the system. I have a few questions, in which I hope you can help. 1) how I set the time between pending auto close and close? 2) what is the diference between internal and external note? The external note does not count as a response, correct? 3) how do I create a state, in which I ask a follow up to a client, and if that client does not answer in some time, triggers a automatic close? None of the default states does this, right? Thank you for any help -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nran...@neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium. - 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/
