On Thu, Apr 12, 2007 at 03:31:46PM -0700, 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?
Lock it and set it to a
Hi Ulrich,
On Do, Apr 12, 2007 at 05:28:15 +0200, Ulrich Hemer wrote:
>I posted a similar question last week with no answer so far. I hope someone
>can help me.
>
>
>
>Trying to get comfortable with OTRS, I used to test version 2.0.4 with
>Windows2003 and Exchange Server 2003 during the last wee
Hallo Lieber Kunde,
Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen
Urlaub nicht erreichbar.
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Hi Guys,
Sorry to be pretty much spamming everyone with questions, but these
are the last two for a while, I promise!!
The first problem is with the autoresponders. This is the script that
runs to receive e-mail:
fetchmail -f /opt/otrs/.fetchmailrc -B 1
cat /var/spool/mail/otrs | ./PostMast
Hi Jo,
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
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
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
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 V
Hmm and the only thing in between the file system and the web page is perl
correct? Maybe it has something to do with perl.
Im most intrigued by this..
Let us know what you find,
Andy
On 4/12/07 4:33 PM, "Tom" <[EMAIL PROTECTED]> wrote:
> I will chcek this precisely toomorow but as I wrote
>
I will chcek this precisely toomorow but as I wrote
It seems to be OTRS charset encoding converting problem
or dont know what. When StorageModule->ArticleStorageFS
and I send email encoded in ISO8859-2 to OTRS then attachments
with body of that email are not fully readable. When
StorageModule->Ar
Hallo Lieber Kunde,
Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen
Urlaub nicht erreichbar.
Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum.
Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen.
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Hello to all,
I posted a similar question last week with no answer so far. I hope
someone can help me.
Trying to get comfortable with OTRS, I used to test version 2.0.4 with
Windows2003 and Exchange Server 2003 during the last weeks. Receiving
and sending Emails went fine. I had the old ve
Hello,
On Wed, Apr 11, 2007 at 11:21:25AM +0200, Sven Waibel wrote:
>ich möchte per SOAP eine UTF-16 kodierte Datei bzw. eine Binärdatei als
>Anhang in OTRS speichern.
>Wie wird das von der OTRS Seite aus behandelt?
>Wird es automatisch dekodiert?
>Wenn ja, in welchem Format?
Sorry, this is OT o
Hi Kevin,
On Wed, Apr 11, 2007 at 05:26:13PM +0300, Kevin Stevenard wrote:
>I'm a new user of OTRS, it's really flexible and it feets perfectly to
>my needs,
Fine :).
>I have only one problem, I don't know if it's a mistake from
>me or if i want a function which doesn't exist.
>I have selected
Hi Chris,
On Thu, Apr 12, 2007 at 12:49:09AM +1000, Chris Watt wrote:
>I've installed OTRS on a clean openSUSE install with the RPM using
>YAST (which installs everything else required). Everything is working
>fine, except I can't find teh configureation file for fetchmail! I
>have found the one
Hi Mike,
On Wed, Apr 11, 2007 at 11:52:39AM -0400, mike conigliaro wrote:
>i just read this in the manual:
>
>"The .xml files are used by the graphical configuration frontend which is
>available with OTRS 2.0 onwards and which lets you configure most of the
>configuration parameters of the syste
Hello,
[EMAIL PROTECTED] a e'crit :
> I would like to ask for your assistance in changing standard subject.
> Now ticket subject looks like - "[Ticket#200704111842] test subject"
> and I want to change it to following "My COMPANY - date -
> Ticket#200704111842 - test subject"
> Is this pos
Hallo Lieber Kunde,
Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen
Urlaub nicht erreichbar.
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Hi Sergio,
On Wed, Apr 11, 2007 at 05:36:59PM -0500, Sergio Serrano Gomez wrote:
>I found this FAQ:
>http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=4&ItemID=121
>
>It is about OTRS on MSSQL and it has this note:
>
>"Change any "system_user" strings in the this files to
>"system_use
Hello,
On Thu, Mar 29, 2007 at 07:16:23AM -0700, Nick Goldwater wrote:
>I have noticed in the system log that user?s passwords are in clear text.
No, OTRS stores user passwords in unix_crypt() format per default, no
clear text passwords are used!
-- Christian
((otrs)) :: OTRS GmbH :: Norsk-Da
Hi Tabitha,
On Thu, Mar 29, 2007 at 02:00:32PM +0200, Tabitha Stang wrote:
>After a ticket is moved to another queue, the user is still zoomed into that
>mail. This is kind of confusing and we would much prefer that we could be
>brought to a different view after moving a ticket - the ?locked tick
Hi David,
On Wed, Apr 11, 2007 at 07:56:58AM -0600, David Benjamin wrote:
>Okay so I screwed up and put the wrong ticket number in to merge a
>ticket, how do I undo that?
That is not possible at present :(. It only can be done directly by
changing the database :(.
-- Christian
((otrs)) :: OTR
Hello Alexander,
thanks for the feedback.
> I don't think there is a solution for your requirement out of the box.
> The only approach I think of is to write a javascript-code for one
> ticket-freetext-field.
> When clicking on a new link beside the freetext-value-field (which is a
> string-field
Use the top 1- as pre-canned responses and the rest in the FAQ module
Regards,
Peter
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Tabitha
Stang
Verzonden: donderdag 12 april 2007 9:49
Aan: 'User questions and discussions about OTRS.org'
Onderwerp: [otrs] Making a response hi
Hallo Lieber Kunde,
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Urlaub nicht erreichbar.
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Hi,
Is it possible to somehow group pre-canned responses in a tree structure?
We have probably 30 responses already and plan to add more in the future.
It would be great if we could group them by type of response, such as
"delivery related", "payment related", "technical questions", etc.
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