Hi, the email option to send empty email to a ticket creator is now blanked
out or not available in my otrs. This has been working and I do not believe I
changed anything.
How do I get this email option back to respond to ticket queries?
This is in the ticket view at right under Contact
I Installed the Time-Accountig module, but I don't see any trace of it on
the menus.
So, my question is : how to start using it?
Thnx.
--
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To
Hi!
Either you deleted the response in the admin menu or you didn't connect
it to the queue.
Just check [ Responses - Queue ] in the admin menue for a check.
Greetz,
Daniel
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
DataForce CRM
I am trying to connect my ACD-application (ACD=Automatic Call
Distributor) to OTRS
What I want is to be able to display in my ACD-application a URL for
creating tickets and for searching tickets.
I want to automatically crate a ticket for the spesific user and search
that users tickets.
I want
Hi Agim Cami,
first you need to assign the required rights to the users who're going to
use the time accounting module. See the OTRS-Admin
area for a new group time_Accounting. If you need full access, give
rw-rights (to set it up and in order to have a look at the
time-accounting-module
Hi!
You won't need two links, one is sufficient. Just open a new phone
ticket. Any existing ticket to the given customer will be displayed at
the end of the ticket mask, so agents can take them if applicable.
The link could look like that:
Hey guys,
I'm modifying OTRS fairly heavily for a large implementation. Part of
this is creating tickets from our own customised interface, which we've
done. The main issue is with the fields TN and ID. Does anyone know why
tickets in OTRS have 2 identifiers? Is there a way to tell OTRS to only
Simon Adams wrote:
I'm modifying OTRS fairly heavily for a large implementation. Part
of this is creating tickets from our own customised interface, which
we've done. The main issue is with the fields TN and ID. Does anyone
know why tickets in OTRS have 2 identifiers? Is there a way to
OK, I understand the reasoning behind that, but it leads me to another
question:
In OTRS, isn't it plainly visible to all Agents when a ticket has been
assigned to an individual?
Here is what we have in mind at my organization:
Support requests come in.
The department manager either assigns
Kris Jacobs wrote:
OK, I understand the reasoning behind that, but it leads me to another
question:
In OTRS, isn't it plainly visible to all Agents when a ticket has been
assigned to an individual?
It is, when a ticket is locked. :o)
Here is what we have in mind at my organization:
There's the option to differentiate between owner and responsible. Maybe that's
what you're looking for.
I have no experience with that one whatsoever, just know the feature exists:
Switch on the ticket responsible feature in Config Options: Ticket -
Core::Ticket Ticket::Responsible:
Ah, I just formulated some further thought:
Could I simply create 1 queue per agent?
That way, in this IT department, there would be one 'main' queue, and
when a ticket is assigned or when someone takes ownership of the ticket,
it is moved to an agent's individual queue.
The department manager
Yes, you can
Make a Group for each person
-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Kris Jacobs
Verzonden: dinsdag 27 november 2007 14:23
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Practical Examples... Locking?
Ah, I
Kris Jacobs wrote:
Ah, I just formulated some further thought:
Could I simply create 1 queue per agent?
That way, in this IT department, there would be one 'main' queue, and
when a ticket is assigned or when someone takes ownership of the
ticket,
it is moved to an agent's individual queue.
Kris Jacobs wrote:
Perhaps this is a lot simpler in practice, but this whole Locking
concept concerns me a bit.
Here is a scenario:
Agent A takes a call in the morning from a User.
Agent A opens new ticket#101001, and begins troubleshooting.
Agent A takes a few more calls - and while Agent
Thanks Nils.
I have had it setup for days.
I am opening and closing and manipulating test tickets now.
The default Locking is a problem that I will have to work around if I am going
to use OTRS.
It looks like I can simply set Automatic Unlocking to something low like 2
minutes.
Nils
Perhaps this is a lot simpler in practice, but this whole Locking concept
concerns me a bit.
Here is a scenario:
Agent A takes a call in the morning from a User.
Agent A opens new ticket#101001, and begins troubleshooting.
Agent A takes a few more calls - and while Agent A is on the phone with
Kris Jacobs wrote:
The default Locking is a problem that I will have to work around if
I am going to use OTRS.
It looks like I can simply set Automatic Unlocking to something low
like 2 minutes.
Locking is a key principle in any ticketing system I believe, and most
people don't seem to
Please describe then the exact work flow in OTRS for this scenario:
Agent A takes a telephone call, and records the support request as new ticket
#42.
Agent A continues to take telephone calls, and records new support requests as
new tickets #43, #44, #45, #46.
While Agent A is on a phone
Hi,
I'm used Otrs v-2.0 on the customer interface when answering for support
feedback the subject of the message was inserted automatically and contain the
same one as the ticket subjet on its creation.
While upgraded to version 2.2.3 the subject is always blank, I would to know
how to do to
Kris Jacobs wrote:
Please describe then the exact work flow in OTRS for this scenario:
Agent A takes a telephone call, and records the support request as
new ticket #42.
Agent A continues to take telephone calls, and records new support
requests as new tickets #43, #44, #45, #46.
While
Hmmm... thank you Nils.
I'm used to working in Incident Monitor at a previous employer:
http://www.monitor24-7.com/corp/prod_im_overview.asp
This concept of locking tickets seems very foreign and counter-intuitive to me.
-Kris
Nils Breunese (Lemonbit) [EMAIL PROTECTED] 11/27/2007 10:15
Kris Jacobs wrote:
Hmmm... thank you Nils.
I'm used to working in Incident Monitor at a previous employer:
http://www.monitor24-7.com/corp/prod_im_overview.asp
This concept of locking tickets seems very foreign and counter-
intuitive to me.
I am not familiar with Incident Monitor, but how
Oh boy, here we go again...
Locking tickets is important for the enterprise, where support may not all
be in one place and there may be many agents. Its also good for
beancounting how much effort you spend on each request.
If you don't need ticket locking, just set up a shared mailbox in
Smells like 1 man helpdesk?
On 11/27/07 10:44 AM, Nils Breunese (Lemonbit) [EMAIL PROTECTED] wrote:
Kris Jacobs wrote:
Hmmm... thank you Nils.
I'm used to working in Incident Monitor at a previous employer:
http://www.monitor24-7.com/corp/prod_im_overview.asp
This concept of locking
This concept of locking tickets seems very foreign and counter-intuitive to me.
It's quite simple. See it as a pile of papers which need to be processed
by multiple people. When you process one piece of paper you take it from
the pile to your desk (lock it) and process it, maybe put some
So what do I do when someone in my department has a ticket locked, is out to
lunch, and a user calls with more info or requests an update?
I should be able to grab that ticket and run with the ball. Period.
Andy Lubel [EMAIL PROTECTED] 11/27/2007 10:46
Oh boy, here we go again...
Locking
In this situation you can either add a note to the ticket which is
already locked by the agent, or if you want to deal with the call you
can take ownership of the ticket and deal with it.
It is confusing if you are not used to working this way, infact we
weren't and ran with the automatic
Smells like you're arrogant?
Please be polite to people responding to your questions...
I've worked in plenty of complex multi-user support request systems
- I'm having trouble drawing parallels from them to OTRS though.
You are not the first one to ask this question and most of the time
Smells like you're arrogant?
I've worked in plenty of complex multi-user support request systems - I'm
having trouble drawing parallels from them to OTRS though.
Andy Lubel [EMAIL PROTECTED] 11/27/2007 10:46
Smells like 1 man helpdesk?
On 11/27/07 10:44 AM, Nils Breunese (Lemonbit)
Incident Monitor example:
A support request is opened by Agent A.
Agent A is the owning resource.
Agent A does whatever to work the request - removes it from the HelpDesk Queue
to his personal queue.
He probably takes ownership and assignment of the request. In IM those are two
separate
In 4 years of working with IncidentMonitor in an environment with 20+ users in
it every day, I can't think of a time where two people were duplicating effort.
I'm not sure if it was because of the request owning resource / request
assigned resource characteristics or what - but having two
It's just that we tend to revisit things that are asked pretty regularly!
Go to sysconfig and enable the status view and I think you will see what
power it gives within OTRS. We just talked about it I think 2 weeks ago.
There is no software that exists today that meets (or conforms to) 100% of
Kris Jacobs wrote:
Incident Monitor example:
A support request is opened by Agent A.
Agent A is the owning resource.
Agent A does whatever to work the request - removes it from the
HelpDesk Queue to his personal queue.
He probably takes ownership and assignment of the request. In IM
Issues raised regularly are usually indications of real problems. ;)
Andy Lubel [EMAIL PROTECTED] 11/27/2007 11:39
It's just that we tend to revisit things that are asked pretty regularly!
Go to sysconfig and enable the status view and I think you will see what
power it gives within OTRS.
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Hi there,
Agim Cami schrieb:
Before installing Time accounting into my otrs platform I would like to
know what are main features of the module.
In what case this module can bee useful?
The TimeAccounting module has nothing to do with the
People only ask because they assume that their processes will just conform
to OTRS and they don't have to change the way they work. Sometimes I think
its harder to change human processes than it is changing a system process.
If ticket locking is make/break for your project, then maybe OTRS isn't
can't believe how much trouble i'm having sending notifications to agents when
a ticket is escalated in his/her queue.
I
have no problem sending email notifications when they receive a new
ticket, but I've spent countless hours configuring genericagent.pm...
generic agent via the frontend..
unsubscribe
Andy Lubel [EMAIL PROTECTED] 11/27/2007 12:22
People only ask because they assume that their processes will just conform
to OTRS and they don't have to change the way they work. Sometimes I think
its harder to change human processes than it is changing a system process.
If ticket
Look the answer and the commentary he got from Andy.. I would probably
do the same... but in privatly ...
Richard Hinkamp - BeSite a écrit:
Smells like you're arrogant?
Please be polite to people responding to your questions...
I've worked in plenty of complex multi-user support request
It's sad guys... A flaming war about a feature that he thought was
usefull... The point on open source, is to be open to the opinions, and
try to understand sometimes those who don't have the same vision as us.
Instead of having another user that maybe would be an asset in the
future, we give him
The only question I have is:
If this other product suits his needs so well then why doesn't
he just use it?!
Dimitri
--
Dimitrios Gerasimatos [EMAIL PROTECTED]
Section 343 Jet Propulsion Laboratory
4800 Oak Grove Dr.Mail Stop 264-820, Pasadena, CA
The unsubscribe didn't work - I'll have to do it via the web page.
Dimitri - that is none of your business.
I was simply drawing a frame of reference using something I have a lot of
experience with, in an effort to bridge what I felt was a gap in effective
communication.
Suffice it to say
Hello List,
i am trying to get the example script rpc-example.pl with OTRS 2.1 running.
I change the variables $User and $Pw for my needs but get those errors:
[EMAIL PROTECTED]:/tmp# ./rpc-examlple.pl
NOTICE: TicketObject-TicketCreateNumber()
Use of uninitialized value in concatenation (.) or
Hi,
The system is giving this message, but I didn't modify MIME parameters nor
QuotedPrint.pm
I only modify Sendmail and pop3 parameters and autoreply message
And now when I create a new phone ticket the system create de ticket and send
this message:
$/ as given is currently unsupported at
Hi,
I have my faq.pl page up. When an agent answers a queue item, how is the answer
make a FAQ that will show on the faq.pl page.
Regards,
Jim Romano
GM - 817-886-0380 - Skype: DataForceCRM
http://www.dataforcecrm.com
Visit site for Live Demos, Screenshots, Customer Support
Kris Jacobs wrote:
The unsubscribe didn't work - I'll have to do it via the web page.
I believe you can send an e-mail to [EMAIL PROTECTED] or mail
the word unsubscribe to [EMAIL PROTECTED] Mailing the word
unsubscribe to the list will just post that message to the list. Or
you can use
Are there any plans to merge the functionality with tickets?
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Torsten Thau
Sent: Tuesday, November 27, 2007 12:16 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] RE: Time-Accountig
Hi There,
I'm trying to write a response template whose contents is defined by the
data in the ticket free fields.
In my config.pm I have
$Self-{'TicketFreeText1'} = { '' = '-',
'HP141234' = 'Notebook Computer (HP)',
Hallo otrs-liste,
wir würden gerne folgendens realisieren. Für jedes Ticket (auch für z.B.
Antworten, Telefontickets usw. ) würden wir gerne eine Kategorie
vergeben um anschließend eine Auswertung erstellen zu können, wieviele
Tickets über einen bestimmten Zeitraum in einer Queue bearbeitet
Das ist eine sehr gute Idee, wir setzen bei uns das twiki.org ein und
würden eine Mögliche Integration sehr begrüßen
Mit freundlichen Grüßen
Alex
-Ursprüngliche Nachricht-
Von: Christoph Stoettner [mailto:[EMAIL PROTECTED]
Gesendet: Dienstag, 27. November 2007 08:47
An:
[EMAIL PROTECTED] schrieb:
Hallo otrs-liste,
wir würden gerne folgendens realisieren. Für jedes Ticket (auch für z.B.
Antworten, Telefontickets usw. ) würden wir gerne eine Kategorie
vergeben um anschließend eine Auswertung erstellen zu können, wieviele
Tickets über einen bestimmten Zeitraum in
ja so ungefähr nur muss ich für jeden Vorgang eine extra Notitz anlegen,
kann man es auch mit einbauen, so dass ich beim Erstellen oder z.B.
beim Antworten gleich den Typ auswählen kann?
Stefan Schwarz schrieb:
[EMAIL PROTECTED] schrieb:
Hallo otrs-liste,
wir würden gerne folgendens
Hallo,
wir haben ein kleines Problem mit E-Mails die an das otrs geschickt werden:
Die Mails werden mit Outlook2002 im Rich Text Format (RTF) über Exchange2003
verschickt … das lässt sich auch leider nicht ändern … weil es eine globale
Einstellung über Richtlinien von Exchange ist.
das
[EMAIL PROTECTED] schrieb:
ja so ungefähr nur muss ich für jeden Vorgang eine extra Notitz anlegen,
kann man es auch mit einbauen, so dass ich beim Erstellen oder z.B. beim
Antworten gleich den Typ auswählen kann?
Stefan Schwarz schrieb:
[EMAIL PROTECTED] schrieb:
Hallo otrs-liste,
wir
alles klar... DANKE für die Info
Stefan Schwarz schrieb:
[EMAIL PROTECTED] schrieb:
ja so ungefähr nur muss ich für jeden Vorgang eine extra Notitz anlegen,
kann man es auch mit einbauen, so dass ich beim Erstellen oder z.B.
beim Antworten gleich den Typ auswählen kann?
Stefan Schwarz
Hi,
die winmail.dat Dateien kenne ich zwar nicht aus OTRS, aber sie kamen
mir schon öfters bei Apple Mail und Lotus Notes zwischen die Finger.
Ursache ist hier Outlook, da das RTF-Format auch Teile des Anhangs
anpackt. Einzige Möglichkeit ist meines Wissens, daß man im Outlook
hinterlegt, daß
57 matches
Mail list logo
