[otrs] Attachments are missing

Email attachments such as PDF and word docs are not being transfered to OTRS. I have switched between UTF-8 and iso-8859-1 but still no attachments. Under charset iso-8859-1, each ticket has a line stating: "This message was written in a character set other than your own" Charset changes were m

Re: [otrs] User interface:Limited Queue access

Hmm, I added the following ... # CustomerControlPanel Settings $Self->{CustomerPanelOwnSelection} = {'First Queue Name' => 'Dispatch',}; and restarted otrs, but when I log in as a customer I still see all of the queues and I can still create a case and out it on any of those queues.

[otrs] customer suport center

Dear otrs, I want to make separate pages for customer login, lost pass, create account. Is it possible to do? Also, is it possible to make customer registration with empty password? Thanks. -- Best regards, Alexander ___ OTR

RE: [otrs] User interface:Limited Queue access

Title: RE: [otrs] User interface:Limited Queue access Zeke, If you are referring to what the customer sees from the web form then yes there is an item available for this. Add the following to your Config.pm file # CustomerControlPanel Settings     $Self->{CustomerPanelOwnSelection}

[otrs] User interface:Limited Queue access

Is there an easy way to limit the queues a user sees when they access the user web page? We want to have all cases put into 1 queue and 1 queue ONLY. Thanks, Zeke -- mailto:[EMAIL PROTECTED] James "Zeke" Dehnert Phone: 707 283 5042 Fax: 707 283 5001 -= Eschew O

Re: [otrs] Email Delivery and Spam

I think the best you can do is a junk queue, if you don't want to just drop the messages. You should be able to filter in otrs on the header: X-Spam-Flag with a value = YES. (spamassassin should set this flag if it thinks it's spam). We use the following in our spamassassin user_pref's file, so

[otrs] Email Delivery and Spam

Hi all , I'm trying to wrap my mind around this whole procmail filtering concept , seeing as I am quite new to this please bare with me. We have a few support email adresses where customers send problems/requests to.We have a Debian (postfix) email gateway that runs Spamassasin , however only

[otrs] OTRS_USER_...

Hello OTRS Team, I would like to use OTRS_USER_SALUTATION for my Responses/Salutations, but I think this it is not defined. Is there a way to define my own options using information from data base? Thanks in advance. Daniel -- This message was scanned for spam and viruses by BitDefender. Fo

Re: [otrs] Problem with attachments using default charset UTF-8

Rainer Hasenzagl wrote: If I switch the default charset from 'iso-8859-1' to 'UTF-8' in OTRS config (Config.pm), I cannot open any attachment (sent by an customer). (e.g. Adobe PDF- or Microsoft Word File or any other) If I switch back to 'iso-8859-1' everything works fine. So, I suggest th

Re: [otrs] Accounted Time

Here it is attached. You have to copy/paste it at the begining of every .dtl file that loads "Time units (work units):" For example I put it into: AgentCompose.dtl; AgentClose.dtl; AgentForward.dtl and so on. Also you have to remember that this will count only the time when the operator is

[otrs] CustomerGroupSupport and LDAP

Hello all, We're currently using OTRS 1.3 at our office to support one of our large customers and we use LDAP for the customer user backend across a VPN to their AD server. This allows all their staff to track tickets they have submitted. It's been working very well up to now and we are really ple

Re: [otrs] Accounted Time

Hi Daniel , Yes that would be great , as I want to avoid operators filling in "wrong" times for tickets (my call centre manager wants exact times spent on calls/tickets). I am not that skilled when it comes to scripting , so any help would be appreciated. Just so I understand correctly , whi

Re: [otrs] Accounted Time

basically yes. I made a small script that increase the time automatically while the operator is writing the response. If you are interested let me know. Daniel Danie wrote: Hi All , How does the "Accounted Time" feature work , does the agent simply enter the amount of "real" time spent on a

[otrs] OTRS- Which is better Linux version or the windows version?

Hello, I am in the process of installing OTRS-2.02 at my office, I wanted to know which of the OTRS is better OTRS-Linux[fc3] Version or the windows version- Why?? which is easy to configure? and which is stable among the two? Any inputs regarding the matter will be a welcome. Regards KartheeK

[otrs] Accounted Time

Hi All , How does the "Accounted Time" feature work , does the agent simply enter the amount of "real" time spent on a ticket , and is this measured in hours/minutes/value? TIA -- Regards , @-@ | Danie Theron| | Systems Administrator | | Ver

[otrs] Date::Format requirement at 2.0.1/2

Whilst investigating using FastCGI with 2.0.1 (and then 2.0.2) I noticed the following being recorded in Apache's error log: FastCGI: server "/addon/local/otrs/current/bin/fcgi-bin/index.fpl" stderr: Can't locate Date/Format.pm in @INC (@INC contains: [snip] at /addon/local/otrs/current/bin/fcgi-