Re: [otrs] Link list position changed after 3.3 upgrade
anyone? :-/ On Sat, Dec 27, 2014 at 11:53 PM, Ml Ml mliebher...@googlemail.com wrote: Hello List, after Upgrading to OTRS 3.3 the link (links to other related tickets) are are the bottom. How do i get them back up to the top near the notes section? Thanks, Mario - 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] Link list position changed after 3.3 upgrade
Hello List, after Upgrading to OTRS 3.3 the link (links to other related tickets) are are the bottom. How do i get them back up to the top near the notes section? Thanks, Mario - 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-de] Ticketverknüpfungen fehlt nach Upgrade 3.1 - 3.2 - 3.3
Hallo Zusammen, nachdem ich von 3.1 - 3.2 - 3.3 geupgraded habe fehlen mir die Verknüpfungen. Bei besthenden Tickets waren diese immer oben neben den Notizen aufgelistet. Dort sind Sie nun nicht mehr :-/ Hat jemand eine Idee? Gruß, Mario - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] Ticketverknüpfungen fehlt nach Upgrade 3.1 - 3.2 - 3.3
AH! Der Teil ist jetzt am Seitenende! Wie bekommt man die Verlinkungen wieder nach oben zu den Notizen? 2014-12-26 17:55 GMT+01:00 Ml Ml mliebher...@googlemail.com: Hallo Zusammen, nachdem ich von 3.1 - 3.2 - 3.3 geupgraded habe fehlen mir die Verknüpfungen. Bei besthenden Tickets waren diese immer oben neben den Notizen aufgelistet. Dort sind Sie nun nicht mehr :-/ Hat jemand eine Idee? Gruß, Mario - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs] Show Customer Name and Number in Search Result and Dashboard
Anyone?
On Tue, Sep 3, 2013 at 1:08 PM, ml ml mliebher...@googlemail.com wrote:
Hello List,
we are running OTRS 3.1.10 and i was wondering if the Customer Name and
Number shows up in Search Result and Dashboard in OTRS 3.2?
I also tried to patch it myself:
http://forums.otterhub.org/viewtopic.php?f=62t=16012
my %UserData =
$Self-{CustomerUserObject}-CustomerUserDataGet( User = $ListKey );
my %CompanyData =
$Self-{CustomerCompanyObject}-CustomerCompanyGet( CustomerID =
$UserData{CustomerID});
%UserData{ keys %CompanyData } = values %CompanyData;
But i am getting:
[Error][Kernel::System::TicketSearch::TicketSearch][Line:424]: Need valid
OrderBy (UP)!
Thanks,
Mario
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[otrs] Show Customer Name and Number in Search Result and Dashboard
Hello List,
we are running OTRS 3.1.10 and i was wondering if the Customer Name and
Number shows up in Search Result and Dashboard in OTRS 3.2?
I also tried to patch it myself:
http://forums.otterhub.org/viewtopic.php?f=62t=16012
my %UserData =
$Self-{CustomerUserObject}-CustomerUserDataGet( User = $ListKey );
my %CompanyData =
$Self-{CustomerCompanyObject}-CustomerCompanyGet( CustomerID =
$UserData{CustomerID});
%UserData{ keys %CompanyData } = values %CompanyData;
But i am getting:
[Error][Kernel::System::TicketSearch::TicketSearch][Line:424]: Need valid
OrderBy (UP)!
Thanks,
Mario
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[otrs] CustomerID as required field in AgentTicketClose
Hello List, i have OTRS 3.1 and i want the CustomerID field to be required AgentTicketClose. How do i do that? Thanks, Mario - 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] CustomerID as required field in AgentTicketClose
Yes i can. I just created a Phone Call Ticket and left the CustomerID Field empty. Then i closed that ticket. AgentTicketClose does NOT have the CustomerID field here... Thanks, Mario On Thu, Sep 13, 2012 at 4:12 PM, Gerald Young cryth...@gmail.com wrote: The CustomerID is already a part of the ticket, in the ticket table. You can't close a ticket that doesn't have that information... You can't close a ticket without being in the ticket. On Thu, Sep 13, 2012 at 9:59 AM, ml ml mliebher...@googlemail.com wrote: Hello List, i have OTRS 3.1 and i want the CustomerID field to be required AgentTicketClose. How do i do that? Thanks, Mario - 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 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 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] CustomerID as required field in AgentTicketClose
On Thu, Sep 13, 2012 at 4:28 PM, Steven Carr sjc...@gmail.com wrote: But the call is already allocated to a customer, the customer will be the email address that you entered in the phone call. What I think you actually want is that you can't close a call if you haven't assigned the call to an actual valid customer from your customer database. Not sure how to require that. Steve Yes, thats what i want! :) Anyone else? Thanks, Mario - 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] OTRS3.1 - Follow Ups/Reply Tickets do not appear in Dashboard
Hello List, i create a new E-Mail Ticket and set the State to Pending (in about 1 or 2 Weeks). My Customer/Client now replies within that time, then i only get a E-Mail Notification. This E-Mail Reply does not appear in my Dashboard. Why? I would have expected it in Open Tickets / Need to be answered If i do the same with the State Open, then the reply appears in my Dashboard Open Tickets / Need to be answered after a reply. Thanks, Mario - 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] OTRS3.1 - Follow Ups/Reply Tickets do not appear in Dashboard
okay, i think i want the FollowUpState to change the state from
pending to open. Then it should appear in my Dashboard.
I upgraded from 2.4 to 3.0 to 3.1 and the FollowUpState does not seem
to work anymore. PostmasterFollowUpState is set to open in Ticket -
Core::PostMaster
What else could be wrong?
Here i grepped for some more infos:
otrs:/var/www/otrs# grep -R FollowUpState *
CHANGES: - 2007-04-13 Fixed bug# 1741 - PostmasterFollowUpStateClosed buggy on
CHANGES:was was already closed
(Ticket::Core::PostMaster::PostmasterFollowUpStateClosed).
Kernel/Config.pm: $Self-{'PostmasterFollowUpState'} = 'open';
Kernel/Config.pm: $Self-{'PostmasterFollowUpStateClosed'} = 'open';
Kernel/System/PostMaster/FollowUp.pm:my $State =
$Self-{ConfigObject}-Get('PostmasterFollowUpState') || 'open';
Kernel/System/PostMaster/FollowUp.pm:
$Self-{ConfigObject}-Get('PostmasterFollowUpStateClosed')
Kernel/System/PostMaster/FollowUp.pm:$State =
$Self-{ConfigObject}-Get('PostmasterFollowUpStateClosed');
Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl:!--
dtl:block:FollowUpState --
Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl:!--
dtl:block:FollowUpState --
Kernel/Modules/CustomerTicketZoom.pm:Name = 'FollowUpState',
Kernel/Config/Files/Ticket.xml:ConfigItem
Name=PostmasterFollowUpState Required=1 Valid=1
Kernel/Config/Files/Ticket.xml:ConfigItem
Name=PostmasterFollowUpStateClosed Required=0 Valid=0
Kernel/Config/Files/ZZZAAuto.pm:delete $Self-{'PostmasterFollowUpStateClosed'};
Kernel/Config/Files/ZZZAAuto.pm:$Self-{'PostmasterFollowUpState'} = 'open';
Kernel/Config/Files/ZZZAuto.pm:$Self-{'PostmasterFollowUpStateClosed'}
= 'open';
scripts/test/PostMaster.t:$NamePrefix . ' Run() -
FollowUp/PostmasterFollowUpState check',
scripts/test/PostMaster.t:Key =
'PostmasterFollowUpStateClosed',
scripts/test/PostMaster.t:$NamePrefix . ' Run() -
FollowUp/PostmasterFollowUpStateClosed check',
Binary file var/tmp/CacheFileStorable/XMLParse/9d92baf9bb36a489742f5829c0018192
matches
var/tmp/SysConfig-Cache_Kernel_Config_Files_Ticket.xml-e6333e07fa1441f10f96c342ef53ed13.pm:
'Name' = 'PostmasterFollowUpState',
var/tmp/SysConfig-Cache_Kernel_Config_Files_Ticket.xml-e6333e07fa1441f10f96c342ef53ed13.pm:
'Name' = 'PostmasterFollowUpStateClosed',
Thanks,
Mario
On Wed, Sep 5, 2012 at 10:00 AM, ml ml mliebher...@googlemail.com wrote:
Hello List,
i create a new E-Mail Ticket and set the State to Pending (in about 1
or 2 Weeks). My Customer/Client now replies within that time, then i
only get a E-Mail Notification. This E-Mail Reply does not appear in
my Dashboard.
Why? I would have expected it in Open Tickets / Need to be answered
If i do the same with the State Open, then the reply appears in my
Dashboard Open Tickets / Need to be answered after a reply.
Thanks,
Mario
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[otrs] How to Disable TicketType
Hello List, how can i disable the Ticket Type feature in OTRS 3.1.10? Thanks, Mario - 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] Personal E-Mail Display Name
Hello List, can i set a personal E-Mail Display name in OTRS? Right now mails get sent with Reply To: tic...@example.com and From Name: OTRS Ticket System Can i change the From Name to a personalized Name? Thanks, Mario - 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] Personal E-Mail Display Name
Thanks a lot!!! Mario On Tue, Jul 24, 2012 at 11:38 AM, Steven Carr sjc...@gmail.com wrote: See Sysconfig - Ticket - Core::Ticket - Ticket::DefineEmailFrom Steve On 24 July 2012 10:33, ml ml mliebher...@googlemail.com wrote: Hello List, can i set a personal E-Mail Display name in OTRS? Right now mails get sent with Reply To: tic...@example.com and From Name: OTRS Ticket System Can i change the From Name to a personalized Name? Thanks, Mario - 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 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 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] Disable automatic customer assignment
Hello! when a E-Mail arrives and the sender is in the customer database, the ticket automatically gets assigned to the customer. Can i disable the auto assignment? Thanks, Mario - 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] SortBy Article Time
Hello! How can i sort my Tickets Queues or Search Results by Article Time (not Ticket Age/Time)? Thanks, Mario - 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] How can i display a Dynamic Field in my Dashboard?
Hello List, how can i display a Dynamic Field in my Dashboard? Somehow via Frontend::Agent::Dashboard in Sysconfig? Thanks, Mario - 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] Search Result sort by last update
Hello List, how can i sort my search results by the last update? Somtimes i have tickets which are 300 Days old, but the last contact was only a day ago. I dont want this to be on the bottom of the search list. Thanks, Mario - 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] Add CustomerName in Dashboard (OTRS 3.1)
anyone?
On Wed, Jun 6, 2012 at 5:30 PM, ml ml mliebher...@googlemail.com wrote:
Hello,
i would like to have a Customers Company Name column in my dashboard.
Using: td$QData{CustomerID,26}/td works.
But td$QData{CustomerName,26}/td seems to be Empty. Where do
i define the Customer Company Name?
I guess i need some sort of CustomerID - CustomerName lookup somewhere?
Thanks,
Mario
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Re: [otrs] Add CustomerName in Dashboard (OTRS 3.1)
okay, then lets patch it! ;-) Mario Mario, I've been looking to add this info myself. Apparently it is not a widely requested (or needed) feature, as the platform is on its nth iteration and its not been added, nor do many search results come up. So perhaps you and I are the rare birds who would like this kind of info visible on the dashboard. I did find this the other day, http://wiki.otterhub.org/index.php?title=Show_Customer_Data_in_Dashboard which appears to be for a prior version, but gives hints as to where to start looking. That said, I have not gotten around to adding customer names, but did successfully modify other displayed info within .../otrs/Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl As the wiki.otterhub.org hints at, the dashboard module is by default only pulling data specific to tickets, which is why you can get the ID but not the name - due perhaps to how the tables are setup in the database. My next step, when time allows, would be to find and examine the module related to the QueueView, which does display the customer name, to see how its done within other parts of the system. Good luck with your search. best, Dominic - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Add CustomerName in Dashboard (OTRS 3.1)
Hello,
i would like to have a Customers Company Name column in my dashboard.
Using: td$QData{CustomerID,26}/td works.
But td$QData{CustomerName,26}/td seems to be Empty. Where do
i define the Customer Company Name?
I guess i need some sort of CustomerID - CustomerName lookup somewhere?
Thanks,
Mario
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Re: [otrs] Upgrade from 3.0.12 to 3.1.4
Hello Nils, sorry. I totally missed out an error on the previous Update from 2.4.5 to 3.0.12. I copied the otrs Box and i am trying to do the upgrades in a virtual box where i am able to use snapshots to revert to the original status. Here is the error i get when i try to update from 2.4.5 to 3.0.12 (or 3.0.11). Can i go from 2.4.5 to 3.0.12 or do i have to go to 2.4.12 first? + su - otrs -c 'cd /opt/otrs/ ; scripts/DBUpdate-to-3.0.pl' Migration started... Step 1 of 5: Refresh configuration cache... done. Step 2 of 5: Migrating theme configuration... done. Step 3 of 5: Cleaning up the permission table... done. Step 4 of 5: Cleanup pending time of tickets without pending state-type... done. DBD::mysql::db do failed: Table 'virtual_fs' already exists at /var/www/otrs-3.0.11/Kernel/System/DB.pm line 422. ERROR: OTRS-DBUpdate-to-3.0-10 Perl: 5.10.1 OS: linux Time: Fri May 18 10:23:21 2012 Message: Table 'virtual_fs' already exists, SQL: 'CREATE TABLE virtual_fs ( id BIGINT NOT NULL AUTO_INCREMENT, filename TEXT NOT NULL, backend VARCHAR (60) NOT NULL, backend_key VARCHAR (160) NOT NULL, create_time DATETIME NOT NULL, PRIMARY KEY(id), INDEX virtual_fs_backend (backend(60)), INDEX virtual_fs_filename (filename(350)) )' Traceback (1587): Module: main::CreateVirtualFSTables (v1.5) Line: 350 Module: scripts/DBUpdate-to-3.0.pl (v1.5) Line: 95 ERROR: OTRS-DBUpdate-to-3.0-10 Perl: 5.10.1 OS: linux Time: Fri May 18 10:23:21 2012 Message: Error during table creation! Traceback (1587): Module: main::CreateVirtualFSTables (v1.5) Line: 352 Module: scripts/DBUpdate-to-3.0.pl (v1.5) Line: 95 Step 5 of 5: Creating VirtualFS tables (if necessary)... Error! Migration completed! On Thu, May 17, 2012 at 10:44 PM, Nils Leideck nils.leid...@leidex.net wrote: Hi, you did not follow the UPGRADING file! Before you can run the perl upgrade script you have to execute a sql file on your DB. Read the UPGRADING file carefully and try again! On 17.05.2012, at 18:29, ml ml wrote: when i try to upgrade from 3.0.12 to 3.1.4 i get: Step 2 of 24: Check framework version... done. DBD::mysql::db do failed: Table 'otrs2_4.dynamic_field' doesn't exist at /var/www/otrs-3.1.5/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Thu May 17 17:10:15 2012 Message: Table 'otrs2_4.dynamic_field' doesn't exist, SQL: 'SELECT count(id) FROM dynamic_field' Traceback (2083): Module: main::_CheckDynamicFieldTables (v1.85) Line: 385 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 86 Check if dynamic_field table exists, failed! at scripts/DBUpdate-to-3.1.pl line 390. Step 3 of 24: Creating DynamicField tables (if necessary)... Is this something to worry about? Cheers, Nils -- http://webint.cryptonode.de / a Fractal project - 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 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] Upgrade from 3.0.12 to 3.1.4
Hello List, when i try to upgrade from 3.0.12 to 3.1.4 i get: Step 2 of 24: Check framework version... done. DBD::mysql::db do failed: Table 'otrs2_4.dynamic_field' doesn't exist at /var/www/otrs-3.1.5/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Thu May 17 17:10:15 2012 Message: Table 'otrs2_4.dynamic_field' doesn't exist, SQL: 'SELECT count(id) FROM dynamic_field' Traceback (2083): Module: main::_CheckDynamicFieldTables (v1.85) Line: 385 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 86 Check if dynamic_field table exists, failed! at scripts/DBUpdate-to-3.1.pl line 390. Step 3 of 24: Creating DynamicField tables (if necessary)... Is this something to worry about? Thanks, Mario - 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-de] Prio ohne Notiz ändern
Hallo Zusammen, kann man die Prio einfach und schnell ohne eine Notiz ändern? Geht das irgendwie? Gruß, Mario - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] Prio ohne Notiz ändern
Hallo Jens, wo mach ich denn das? Irgendwo im SysConfig? Danke! Gruß, Mario 2011/12/28 Jens Bothe bo...@dlrg.de: Hallo, dazu brauchst keine Erweiterung. Das ist reine Konfigurationssache. Z.B. Unter Freie Felder noch die Priorität einschalten Viele Grüße Jens Am 28.12.2011 um 10:33 schrieb Rene Böhm rene.bo...@cape-it.de: Hallo Mario, schau dir mal unsere Erweiterung KIX4OTRS an. Dort ist u.a. so eine Funktionalität dabei. Viele Grüße Rene On 12/28/2011 10:00 AM, ml ml wrote: Hallo Zusammen, kann man die Prio einfach und schnell ohne eine Notiz ändern? Geht das irgendwie? Gruß, Mario - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de -- Dipl.-Ing. Rene Böhm c.a.p.e. IT GmbH Annaberger Str. 240 09125 Chemnitz Tel.: +49 371 5347-624 Fax.: +49 371 5347-625 Mobil: +49 176 66680681 http://www.cape-it.de Geschäftsführung Rico Barth, Thomas Maier AG Chemnitz, HRB 23192 - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs] How to change TicketNr Syntax
Anyone? On Fri, Apr 16, 2010 at 9:53 AM, ml ml mliebher...@googlemail.com wrote: Hello List, we use the default OTRS Ticket syntax. However, we run into problems when communicating with other OTRS systems. How can i change my Ticket Sytax savly without breakting the whole system? :-) Cheers, Mario - 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] Change Ticket State on Customer E-Mail Reply
Hello,
could anyone please help me to debug this? This is really annoying.
Cheers,
Mario
On Tue, Mar 16, 2010 at 11:07 AM, ml ml mliebher...@googlemail.com wrote:
Hello,
i have updated to OTRS 2.4.7 now, and my FollowUp Tickets still remain
closed if a customer answers.
How i Test it:
- I create a Mail ticket, send it to the customer with the state closed
- The customer replies to this email and the ticket still remains closed
- but do get a email notification that the customer answered to the ticket.
Any idea how i can debug this?
otrs:/var/www/otrs/Kernel# grep -R FollowUpState *
Config/Files/Ticket.xml: ConfigItem Name=PostmasterFollowUpState
Required=1 Valid=1
Config/Files/Ticket.xml: ConfigItem
Name=PostmasterFollowUpStateClosed Required=0 Valid=0
Config/Files/ZZZAAuto.pm:delete $Self-{'PostmasterFollowUpStateClosed'};
Config/Files/ZZZAAuto.pm:$Self-{'PostmasterFollowUpState'} = 'open';
Config/Files/ZZZAuto.pm:$Self-{'PostmasterFollowUpStateClosed'} = 'closed';
Config.pm: $Self-{'PostmasterFollowUpState'} = 'open';
Config.pm: $Self-{'PostmasterFollowUpStateClosed'} = 'open';
System/PostMaster/FollowUp.pm: my $State =
$Self-{ConfigObject}-Get('PostmasterFollowUpState') || 'open';
System/PostMaster/FollowUp.pm:
$Self-{ConfigObject}-Get('PostmasterFollowUpStateClosed')
System/PostMaster/FollowUp.pm: $State =
$Self-{ConfigObject}-Get('PostmasterFollowUpStateClosed');
Cheers,
Mario
On Wed, Dec 30, 2009 at 6:58 PM, ml ml mliebher...@googlemail.com wrote:
Hi,
i have set:
ZZZAAuto.pm:$Self-{'PostmasterFollowUpState'} = 'open';
ZZZAuto.pm:$Self-{'PostmasterFollowUpStateClosed'} = 'open';
but if i reply to a closed ticket then the ticket still remains closed :-/
Any idea why it wont change the state to open?
Cheers,
Mario
p.s. this is otrs 2.4.5
On Mon, Nov 30, 2009 at 11:59 PM, Nils Leideck - ITSM
nils.leid...@leidex.net wrote:
Hi,
On 29.11.2009, at 17:32, ml ml wrote:
the PostmasterFollowUpState is already set to open. Is this the
option you meant?
yes.
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leid...@leidex.net
https://webint.cryptonode.de / a Fractal project
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Re: [otrs] How to change TicketNr Syntax
Can i change my systemid in a working and running OTRS System or will this break something? If i get it right, the systemid (by default 10) can be changed. But if i communicate with a other otrs system, then its very likly, that it will have the same systemid. Is there no way to set my own prefix or somehing which is unique? Cheers, Mario On Mon, May 3, 2010 at 9:11 AM, Alexander Halle ahalle-o...@radprax.de wrote: ml ml wrote : Anyone? On Fri, Apr 16, 2010 at 9:53 AM, ml ml mliebher...@googlemail.com wrote: Hello List, we use the default OTRS Ticket syntax. However, we run into problems when communicating with other OTRS systems. How can i change my Ticket Sytax savly without breakting the whole system? :-) Hi Mario, usally you have to set the SystemID in SysConfig to a value different than the other OTRS systems (usally 10). If the value isn't changeable you have to modify it directly in your config file. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.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/ - 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] How to change TicketNr Syntax
Hello List, we use the default OTRS Ticket syntax. However, we run into problems when communicating with other OTRS systems. How can i change my Ticket Sytax savly without breakting the whole system? :-) Cheers, Mario - 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] Change Ticket State on Customer E-Mail Reply
Hello,
i have updated to OTRS 2.4.7 now, and my FollowUp Tickets still remain
closed if a customer answers.
How i Test it:
- I create a Mail ticket, send it to the customer with the state closed
- The customer replies to this email and the ticket still remains closed
- but do get a email notification that the customer answered to the ticket.
Any idea how i can debug this?
otrs:/var/www/otrs/Kernel# grep -R FollowUpState *
Config/Files/Ticket.xml:ConfigItem Name=PostmasterFollowUpState
Required=1 Valid=1
Config/Files/Ticket.xml:ConfigItem
Name=PostmasterFollowUpStateClosed Required=0 Valid=0
Config/Files/ZZZAAuto.pm:delete $Self-{'PostmasterFollowUpStateClosed'};
Config/Files/ZZZAAuto.pm:$Self-{'PostmasterFollowUpState'} = 'open';
Config/Files/ZZZAuto.pm:$Self-{'PostmasterFollowUpStateClosed'} = 'closed';
Config.pm: $Self-{'PostmasterFollowUpState'} = 'open';
Config.pm: $Self-{'PostmasterFollowUpStateClosed'} = 'open';
System/PostMaster/FollowUp.pm:my $State =
$Self-{ConfigObject}-Get('PostmasterFollowUpState') || 'open';
System/PostMaster/FollowUp.pm:
$Self-{ConfigObject}-Get('PostmasterFollowUpStateClosed')
System/PostMaster/FollowUp.pm:$State =
$Self-{ConfigObject}-Get('PostmasterFollowUpStateClosed');
Cheers,
Mario
On Wed, Dec 30, 2009 at 6:58 PM, ml ml mliebher...@googlemail.com wrote:
Hi,
i have set:
ZZZAAuto.pm:$Self-{'PostmasterFollowUpState'} = 'open';
ZZZAuto.pm:$Self-{'PostmasterFollowUpStateClosed'} = 'open';
but if i reply to a closed ticket then the ticket still remains closed :-/
Any idea why it wont change the state to open?
Cheers,
Mario
p.s. this is otrs 2.4.5
On Mon, Nov 30, 2009 at 11:59 PM, Nils Leideck - ITSM
nils.leid...@leidex.net wrote:
Hi,
On 29.11.2009, at 17:32, ml ml wrote:
the PostmasterFollowUpState is already set to open. Is this the
option you meant?
yes.
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leid...@leidex.net
https://webint.cryptonode.de / a Fractal project
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Re: [otrs] How can i search for a Ticket-Title?
Hey Alexander, indeed! How could i possibly miss that? :) Thanks!! Mario On Thu, Jan 7, 2010 at 2:14 PM, Alexander Halle ahalle-o...@radprax.de wrote: ml ml wrote : How can i search for a ticket title (not the subject)? Hello Mario, I have search fields for both in AgentTicketSearch : --- Ticket# and CustomerID --- Ticket# Title CustomerID Customer User Login --- Fulltext-Search in Article --- From To Cc Subject Text Is that what you're looking for ? Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.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/ - 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] How to sort tickets by (last article) time
anyone? :-| On Thu, Jan 7, 2010 at 10:29 AM, ml ml mliebher...@googlemail.com wrote: Hello List, by default the Tickets get sorted by creation time. This is not very useful if i have a big ticket where i have a regular reply from the customer. Then my ticket is the oldest one, but the most active ticket. Can i sort the tickets by the last Article time or something? Thanks, Mario - 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] How to sort tickets by (last article) time
Hello List, by default the Tickets get sorted by creation time. This is not very useful if i have a big ticket where i have a regular reply from the customer. Then my ticket is the oldest one, but the most active ticket. Can i sort the tickets by the last Article time or something? Thanks, Mario - 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] How can i search for a Ticket-Title?
Hello! How can i search for a ticket title (not the subject)? Thanks, Mario - 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] Change Ticket State on Customer E-Mail Reply
Hi,
i have set:
ZZZAAuto.pm:$Self-{'PostmasterFollowUpState'} = 'open';
ZZZAuto.pm:$Self-{'PostmasterFollowUpStateClosed'} = 'open';
but if i reply to a closed ticket then the ticket still remains closed :-/
Any idea why it wont change the state to open?
Cheers,
Mario
p.s. this is otrs 2.4.5
On Mon, Nov 30, 2009 at 11:59 PM, Nils Leideck - ITSM
nils.leid...@leidex.net wrote:
Hi,
On 29.11.2009, at 17:32, ml ml wrote:
the PostmasterFollowUpState is already set to open. Is this the
option you meant?
yes.
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leid...@leidex.net
https://webint.cryptonode.de / a Fractal project
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Re: [otrs] Change Ticket State on Customer E-Mail Reply
Hi, Nils, the PostmasterFollowUpState is already set to open. Is this the option you meant? Thanks, Mario On Sun, Nov 29, 2009 at 12:59 AM, Nils Leideck - ITSM nils.leid...@leidex.net wrote: Hi, On 28.11.2009, at 16:34, ml ml wrote: if i write a customer an e-mail and set the status to pending... and the customer replies...then the Ticket-State does not change and its still pending. I thought its the default behavior, that the state changes from pending to open in this case. If nothow can i accomplish this? SysConfig - Ticket - Core::PostMaster Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net LeideX.net Nils Leideck - ITSM Greesbergstr. 11 D - 50668 Köln Altstadt-Nord Mobile : +49 (0) 173 2733 892 Tel. : +49 (0) 221 1689 6910 FAX : +49 (0) 221 2711 285 Geschäftssitz: Köln Altstadt-Nord, Amtsgericht: Köln, HRB 10751 Steuernummer: 215/5102/2272, IdNr: 49 303 782 567 http://webint.cryptonode.de / a Fractal project - 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] Change Ticket State on Customer E-Mail Reply
Hello List, if i write a customer an e-mail and set the status to pending... and the customer replies...then the Ticket-State does not change and its still pending. I thought its the default behavior, that the state changes from pending to open in this case. If nothow can i accomplish this? Thanks, Mario - 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] Add a new (global) search template
Hello List, how can i add a new global search template. If i save a search template now, itsonly valid for me and not the other users. Cheers, Mario - 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/
