Re: [otrs] Send notification to agent but not for customer

Thank you for your response. Gabriele D'Andrea a écrit : Yes, because notifications are configured separately for customers and for agents Each agent can select which kind of notifications to receive, and for which queue Customers notifications are queue specific: for each queue, you can choo

Re: [otrs] Reporting feature availibilty

Having been asked to do this by my manager, this was my solution: pass a pre-encoded set of post variables to lynx, dump the server's response to stdout, and pipe it all in to an html e-mail. and just run the script from cron. the sed command in there keeps the e-mail client from trying to prin

[otrs] Reporting feature availibilty

Hi I want to know that when OTRS will include reporting feature ( like daily or monthly reports ) which reflects performance of service desk for management review I beleive MIS reports from Service desk is a important requirement of ITIL framework and methodology so it should be inc

Re: [otrs] Frontend::Customer::ModuleRegistration Question

Well, You're right, this method is kinda tedious... :) I've red your first post more carefully... Was trying to configure my system so that the 'Company Tickets' button was only available to users of a certain group. I noticed that there is a group config option when looking at this module via S

[otrs] GenericAgent.pl

Can a different GenericAgent.pl be specified for different queues? i.e. set different timeout periods for each queue to escalate and move tickets to different queues? Queue1 -> timeout=5 minutes -> move to queue3 if exceeds timeout Queue2-> timeout=10 minutes -> move to queue4 if exceeds timeout a

Re: Re: [otrs] Command line query

>n Tuesday 12 June 2007 19:19:53 Partington, Eric wrote: >> I understand that you can create tickets via the customer interface/ >> the admin interface and via email... is there a way to create a ticket >> via a command line interface? >I'm doing this using a shell-script that sends a mail to a

RE: [otrs] Command line query

I have been using OTRS for a while and have not read anything about a command line iinterface. However, looking at your question, my first thought would be to write a Perl program to do the sql queries and then still in Perl, generate and send an email to OTRS that then could put the request in

Re: [otrs] Command line query

On Tuesday 12 June 2007 19:19:53 Partington, Eric wrote: > I understand that you can create tickets via the customer interface/ the > admin interface and via email... is there a way to create a ticket via a > commandline interface? I'm doing this using a shell-script that sends a mail to a given a

[otrs] Command line query

I am very interested in using OTRS and possibly ITSM as a ticketing/ workflow management utility to remove many of the manual processes we currently use. I have a few questions that I would like answers for to help make a decision on what to use: I understand that you can create tickets via the c

Re: [otrs] Frontend::Customer::ModuleRegistration Question

Gabriele, Thanks, I was aware of that. The problem then becomes having to modify the Supervisor(s) everytime a new user is added. Trying to make the system a little less tedious. But everything seems to point in that direction. I suppose I could have a generic agent or something along those

Re: [otrs] Stats View - Close Date

I've had this same issue - it doesn't seem that the dates can be dynamically set in OTRS when running reports. I haven't been able to figure out what's wrong with my stats config, so I suspect it's something in the code, but I know about as much perl as my 7 year-old sister so I haven't been ab

Fw: [otrs] I meant TicketFreeText TicketFreeTime

Well, I meant TicketFreeText and TicketFreeTime... - Original Message - From: Gabriele D'Andrea To: User questions and discussions about OTRS.org Sent: Tuesday, June 12, 2007 5:41 PM Subject: [otrs] ArticleFreeText & ArticleFreeTime Hi, can somebody explain me the purpose and use of A

[otrs] Send outside mail

Hi everybody, I'm new with otrs. We have installed otrs sinds one week and starting to test it. before today, it was working correctly, we can send e-mail to otrs and it create ticket etc but sinds today, otrs cannot send outside e-mail. Otrs is configured to get and send mail from our exc

[otrs] ArticleFreeText & ArticleFreeTime

Hi, can somebody explain me the purpose and use of ArticleFreeText and ArtcileFreeTime? -- Gabriele D'Andrea ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-

RE: [otrs] Allow only known clients

Hi Jesús, I think you must filter mail before it reach OTRS. That using any antispam software. Then, mails that can cross that filter, can be trap by the filter "PostMaster Filer" on OTRS (admin module). I use: Match Header1: SubjectValue1: Mail server report Set Header1: X-OTRS-Queue Valu

[otrs] Allow only known clients

Hi, list: I'm currently testing OTRS and, of course, I'm getting some issues. Due to spam I'd want to process only ticket requests coming from known clients' e-mail addressess, but I don't see how to filter this out. An affordable approach would be to do the same I'm already doing on SPAM-tagg

RE: [otrs] ORTS, LDAP and AD groups

Matthew, What was the issue? To me it looked like you may have been using the wrong URL for the customer/user. Thanks GEH -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Matthew Joyce Sent: Tuesday, June 12, 2007 3:05 AM To: User questions and discussions

Re: [otrs] Send notification to agent but not for customer

Yes, because notifications are configured separately for customers and for agents Each agent can select which kind of notifications to receive, and for which queue Customers notifications are queue specific: for each queue, you can choose to enable notifications for customers assigned to that qu

Re: [otrs] Frontend::Customer::ModuleRegistration Question

You can assign John, mary and Steve different customers ids, and then assign the ids to the customer supervisor too. Example John -> Customer ID: id1 Steve -> Customer ID: id2 Mary -> Customer ID: id3 Supervisor -> Customer ID: id1,id2,id3,supervisorid Gabriele - Original Message - F

[otrs] Scope of ticket-view

Hi, we wan't to give our procurement-team a special view to procurement-tickets, which belong all to a special queue. We cannot give this view through customer-webgui, because the ticket-customer is the end-user who requested a procurement. So, the procurement-team has no access to these tic

[otrs] Send notification to agent but not for customer

Hi list, Is it possible to sent notification only for agent and not for customer ? Thanks in advance -- Guillaume REHM Centre de Ressources Informatiques Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25

Re: [otrs] ORTS, LDAP and AD groups

ah, got it. Thanks for your help!! On 6/12/07, Matthew Joyce <[EMAIL PROTECTED]> wrote: Sorry much *appreciated*. However, I have not been able to login as a customer yet. I used you kindly provided config, and really the only parts I changed are those which pertain to my setup. ldaphost,ldapus