Re: [otrs] Ticket ownership expiration/escalation question.

Hi, in the admin area and there the settings of each queue you will find an escalation time an directly above a hmmm free time(? got a german installation and dont know what it is in english) after the "Freetime" the ticket will be unlocked but remain in the queue it is in. to move it to anothe

Re: [otrs] windows install behind a router

I believe it should be http://www.somedomain.com/otrs/index.pl or /customer.pl. Port 80 should be the only port you need open. Quoting mykey lynx <[EMAIL PROTECTED]>: > I have successfully installed otrs, but unable to connect from another > computer. i am useing a dynamic dns client on windows

[otrs] Error: Need LockID!

Hi, In my log I get this line: [Mon Jan 16 19:24:05 2006][Error][Kernel::System::Ticket::LockSet][2555] Need LockID! What does it mean and why does it occur? Kind regards, Richard Hinkamp ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Arch

[otrs] Ticket ownership expiration/escalation question.

I've searched but I think I may be looking in the wrong place.Basically I want tickets that sit in an agent's queue for over 1 hour to "expire" back into the queue. If they sit in the queue more than 1 hour they get transferred to an "escalation" queue and the escalation staff is notified. Example

Re: [otrs] Changing "Ticket#" to something else on the Subject line?

Hello Thomas & Torgeir! Thank you for your replies, they are very much appreciated! Best regards, Björn On Mon, 16 Jan 2006, Thomas Wouters wrote: you should add the $Self->{'Ticket::Hook'} = 'Ticket#'; line (with a replaced Ticket# in the Kerel/Config/Config.pm file! this over writes the

[otrs] Reg: Queues & SubQueues Differences??

Hello All,   Can anybody of you tell me, if there is any differences in the behavior of queues and subqueues.?? How or where is the concept of "SubQueues" useful ??   Regards KartheeKSend instant messages to your online friends http://in.messenger.yahoo.com ___

Re: [otrs] PostmasterFollowUpState

Hi Luca, the state after a follow up is set by $Self->{'PostmasterFollowUpState'}. There can be set any possible state (not state-type) available in you OTRS-installation. I wonder why you don't want the state be change by a follow-up. * the prior state can be viewed within the ticket history

Re: [otrs] Where can I get a listing of all OTRS variables e.g.

Hi Michael, try http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ID=70 Bye, Alex Michael Belz schrieb: Gang, Where can I get a complete listing of all the system defined variables i.e. etc. they have them for almost everything, but right now I have to search other admin section or t

Re: [otrs] Team Leaders

Hi Shawn, we also have so-called Team-leaders in our organization. They are "communication connectors" between end-users and our IT-organization. So they should see all tickets of their end-users they are responsible for. I realized that situation as follows (the same way you though about):

Re: [otrs] Changing "Ticket#" to something else on the Subject line?

you should add the $Self->{'Ticket::Hook'} = 'Ticket#'; line (with a replaced Ticket# in the Kerel/Config/Config.pm file! this over writes the default values. Thomas Torgeir Vidnes wrote: This can be changed in the file Kernel/Config/Files/ZZZAAuto.pm Find this line: $Self->{'Ticket

Re: [otrs] Changing "Ticket#" to something else on the Subject line?

This can be changed in the file Kernel/Config/Files/ZZZAAuto.pm Find this line: $Self->{'Ticket::Hook'} = 'Ticket#'; and change the "Ticket#" tag to whatever you want. Torgeir Björn Wiberg wrote: > Hi! > > Does anyone know if it is possible to change the appearance of the > subject line,

[otrs] Changing "Ticket#" to something else on the Subject line?

Hi! Does anyone know if it is possible to change the appearance of the subject line, reading "Ticket#123456" by default, to something else, e.g. "MySystem#123456"? Thanks in advance! Best regards, Björn___ OTRS mailing list: otrs - Webpage: http://