Re: [otrs] documentation of escalation?

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

Re: [otrs] No Emails sent from OTRS to Exchange Server

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

[otrs] Re: otrs Digest, Vol 45, Issue 15

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. In Dringenden Fällen wenden

[otrs] Two Questions

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

Re: [otrs] e-mail responses from agents?

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

[otrs] Re: documentation of escalation?

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

[otrs] documentation of escalation?

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

[otrs] e-mail responses from agents?

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

Re: [otrs] Data compressing

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 >

Re: [otrs] Data compressing

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

[otrs] Re: otrs Digest, Vol 45, Issue 14

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. In Dringenden Fällen wenden

[otrs] No Emails sent from OTRS to Exchange Server

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

Re: [otrs] UTF-16 bzw Datei als Anhang in SOAP

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

Re: [otrs] New ticket notification informations

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

Re: [otrs] Fetchmail form OTRS RPM

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

Re: [otrs] missing options in sysconfig (bug?)

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

Re: [otrs] change standart subject of ticket

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

[otrs] Re: otrs Digest, Vol 45, Issue 13

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. In Dringenden Fällen wenden

Re: [otrs] Change in system_user table

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

Re: [otrs] AD Authentication question

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

Re: [otrs] moving tickets

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

Re: [otrs] How to "Un-merge" a ticket

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

Re: [otrs] Free Fields: Selection of mutiple values possible?

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

RE: [otrs] Making a response hierarchy

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

[otrs] Re: otrs Digest, Vol 45, Issue 12

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. In Dringenden Fällen wenden

[otrs] Making a response hierarchy

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.