[otrs] Tickets allocation with a queue

Hi all, I created a queue with 3 users(agent) in OTRS. Now, every people get the ticket notification once the ticket comes. Can anyone tell me how to allocate the inbound tickets to different users by round robin or other mechanism? Thanks. David

Re: [otrs] Changing Admin Notification From fields

Thank you, Aris! From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Aris Czamanske Sent: Wednesday, November 12, 2008 12:42 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Changing Admin Notification From fields Jamie, In

Re: [otrs] Changing Admin Notification From fields

Jamie,In the Config.pm file, set the admin email to what you want. # Return Admin Email $Self->{'AdminEmail'} = '[EMAIL PROTECTED]';ArisFrom: Jamie Morse <[EMAIL PROTECTED]>To: User questions and discussions about OTRS. Sent: Wednesday, November 12, 2008 2:17:44 PMSubject: Re: [otr

Re: [otrs] Changing Admin Notification From fields

Hi Anton- This is the email address I would like to change (but cannot do so on this screen) - Thank you, Jamie From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Anton Gubar'kov Sent: Wednesday, November 12, 2008 11:57 AM To: User

Re: [otrs] Changing Admin Notification From fields

Hello, Jaime. Could you please be more specific about Admin Notification? What do you mean by that? Agent notification or something else? The address in Admin area would be handy too. Regards, Anton. 2008/11/12 Jamie Morse <[EMAIL PROTECTED]> > I am trying to change the From email address on t

[otrs] Changing Admin Notification From fields

I am trying to change the From email address on the Admin Notification screen. There does not appear to be a way to do this on this screen. Do you know what screen I must change this email address on? Thank you, Jamie Morse ___ OTRS mailing l

Re: [otrs] company tickets access control

Hi Michiel, I think that was the point. 2 customers in 2 different departments should have a way to block them to see each other's ticket in case of the confidential reason. However, the big boss of the company should be able to see all his employee's tickets. My way was definitely not the best s

Re: [otrs] company tickets access control

Dear colleagues, thank you for positive feedback. I'll try to set up S/MIME on my system and see if it can help. If I'm able to encrypt external emails with customer's public keys the security issue should be closed. Anton. 2008/11/12 Michiel Beijen <[EMAIL PROTECTED]> > Jack, > in that case, us

Re: [otrs] database encryption / securing otrs

Hello Anton, Thank you for your reply. I'll try to be a little more detailed. Our OTRS installation is publicly accesible. So our customers can log into the webinterface to check old tickets, read FAQ's and post followups. We use the config items to keep track of what kind of hardware and stuff

[otrs] R: R: Mail Delivery Subsytem Error

Ciao Stefano, forse è meglio non scrivere in italiano nel forum, non vorrei ci accusassero di tagliarli fuori dal thread... ;-) Cmq, non ho una installazione "fresca" sottomano e non riesco a ricordare con esattezza: so solo che [EMAIL PROTECTED] è il nome di default de

Re: [otrs] database encryption / securing otrs

Hello, Mayk. Could you be more specific about threats you'ку trying to defy in your OTRS installation? AFAIK, there is no granular access control for ConfigItems in OTRS::ITSM. You can open the whole CMDB to your agent, or not open at all. Using encryption for access control is very cumbersome. Yo

Re: [otrs] R: Mail Delivery Subsytem Error

Ciao Daniele, grazie per la risposta (anche per il discorso del backup che funziona al 100%). Come indirizzi impostati ho solo [EMAIL PROTECTED] Sei a conoscenza di qualche impostazione nel Framework che comporta di default questa mail? Può essere qualcosa legata all'utente OTRS di linux? Io s

[otrs] R: Mail Delivery Subsytem Error

This happens because you are using somewhere in your system the address [EMAIL PROTECTED] And localhost.localdomain is not a DNS resolved MX domain, of course. Change it with a real email address. Da: [EMAIL PROTECTED] [mailto:[EMAIL PROT

[otrs] Mail Delivery Subsytem Error

Hi! I am receiving every 5 minute some messages in the RAW Queue (now there are 35 messages) where the content is: "[EMAIL PROTECTED] (reason: 553 5.5.4 <[EMAIL PROTECTED]>...Real domain name required for sendere address) (expanded from: [EMAIL PROTECTED])" How can I resolve this problem? Regard

[otrs] R: File and MySQL Backup

Simply add a line like: 22 * * * root/opt/otrs/scripts/backup.pl -d /destfolder -c bzip2 -t fullbackup to your /etc/crontab file. Ciao, d. Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di Stefano Milziadi Inviato: mercoledì 12 novembre 2008 14.1

[otrs] File and MySQL Backup

Hi! How can I set OTRS or my crontab for an otrs file and mysql backup? I'm running OTRS on a CentOS server. Regards, -- Stefano Milziadi [EMAIL PROTECTED] ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/piperma

Re: [otrs] company tickets access control

Jack, in that case, user test2 can't read test1's tickets at all! That was not the point, right? The requirement was that only passwords were hidden, if I understood correctly? I guess the only technical solution if you want to solve it in OTRS is to create a new kind of email communication which i

Re: [otrs] Fwd: problem installing packages

Hi all, After some communication with Michiel Beijen, I have to come back to the mailing list, cause he might have found the reason that it doesn't work in my case. When I put out a trace on the mssql server during the installation of a package, I have the following entry: declare @p1 in