Re: [otrs] Internal links in FAQ articles

Laurent, I can see what you are looking for; if I understand you correctly you would like to be able to include a link from one article to another, for instance from article 06001 to 06009 or so. The problem you are experiencing is that URLs for agents are different than those for end users. It

Re: [otrs] One ticket with multiple categories

On Friday 30 January 2009 16:14:18 Boyan Tabakov wrote: Hello, I am setting up a new installation of OTRS 2.3.3 and am stuck with the following: Is it possible to assign several categories to a single ticket? For example I'd like to have categories mail, vhost and dns. Now if I create a

[otrs] Usable notificaytion options

Hi- one for the FAQ (or a pointer to the FAQ# if I overlooked it): Someone in the passed asked 'what tokens/options can I use in a message body' to which someone else replied 'they are all mentioned under options below'. True... but not all options mentioned seem valid or some are missing.

Re: [otrs] Usable notificaytion options

The only I've found published are here http://faq.otrs.org/otrs/public.pl?Action=PublicFAQCategoryID=5ItemID=186 2009/2/4 Frans Stekelenburg frans.stekelenb...@netdialog.eu Hi- one for the FAQ (or a pointer to the FAQ# if I overlooked it): Someone in the passed asked 'what tokens/options

Re: [otrs] Chnging NumberingGenerator

Hi Peter, The documentation mentions the numbering options briefly, see [ http://doc.otrs.org/2.3/en/html/x13170.html] under option B.2.4.12. Ticket::NumberGenerator. Of course it would be wise to change your ticket number sequence BEFORE you actually deploy OTRS, it will not be easy to change

Re: [otrs] Usable notificaytion options

Ahh... excellent list. Hope it is complete though. The [...]'s worry me J But this is sure very helpful. Thanks! regards, Frans From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Leonardo Certuche Sent: woensdag 4 februari 2009 12:46 To: User questions and

[otrs] Change the time of fetch

Hello Currently OTRS fetches mail every 10 minutes (according to the syslog) How can I change this to a shorter trime period ? Thanks Caspar -- This email is from Centaur Media plc. 50 Poland Street, LONDON.

Re: [otrs] One ticket with multiple categories

What you could do is set up the OTRS::ITSM module and implement services. You can then easily 'nest' services. Like this: Applications = Web == Intranet == OTRS == SharePoint = Office == Mail Client == Word Processor .. or whatever service catalog you would need. You can then log tickets on any

Re: [otrs] OTRS Manager App

I found it awesome. there is nothing hard to do if you know all about your db (host, port, user, password) 2009/2/4 James, Michael michael.ja...@unitymedia.de: Hello, A general question, has anyone used the OTRS Manager tool from tokaware? If so, are there any issues to be aware of prior

Re: [otrs] OTRS Manager App

James, Michael wrote: I have the Host, Port, User, Password, however I still cannot connect. We are running OTRS on Linux, did you have any issues connecting with port 3306? You will need to ensure that your MySQL database can be accessed from other IP addresses, and that the OTRS user to

[otrs] math operations using Free Text fields

Hello,   Is there any way to use Free Text (Ticket/Article) to math operations, something as add its value to get a total (perhaps to manage a budget)?   Thanks in advance   Carlos México   ___ OTRS mailing list: otrs - Webpage: http://otrs.org/

Re: [otrs] OTRS Manager App

Hi Steve, Thanks for the info. I guess you know the question i have now, how and where can I configure that? Thanks Mike -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Steven Carr Gesendet: Mittwoch, 4. Februar 2009 16:04 An: User

[otrs] more ticket states

Hello again,   Is there a way to define any other states, like Standby or Cancelled?   Thanks in advance   Carlos México   ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe:

Re: [otrs] OTRS Manager App

James, Michael wrote: Thanks for the info. I guess you know the question i have now, how and where can I configure that? MySQL: check the my.cnf file to see if skip-networking is not hashed out, if it is there hash it out and restart MySQL. OTRS user: you will need to delve into the MySQL

Re: [otrs] One ticket with multiple categories

On Wednesday 04 February 2009 16:15:39 Michiel Beijen wrote: What you could do is set up the OTRS::ITSM module and implement services. You can then easily 'nest' services. Like this: Applications = Web == Intranet == OTRS == SharePoint = Office == Mail Client == Word Processor .. or

Re: [otrs] OTRS Manager App

Thanks Steve, i'll take a look. -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Steven Carr Gesendet: Mittwoch, 4. Februar 2009 16:20 An: User questions and discussions about OTRS. Betreff: Re: [otrs] OTRS Manager App James, Michael

Re: [otrs] OTRS Manager App

Hi Marco, I have the Host, Port, User, Password, however I still cannot connect. We are running OTRS on Linux, did you have any issues connecting with port 3306? openSUSE 10.2 (i586 Kernel Version Linux 2.6.18.2-34-bigsmp Perl 5.8.8 (linux) is used. O OTRS 2.2.5 -Ursprüngliche

[otrs] Adding queues and seeing them

OTRS, I have created a new queue. If I click on queues in the Admin area I see it. However if I click on users and bring up myself, it is not in the list of queues to add. What am I missing? Steve -- Steve Hawkins Technical Support Engineer -- Palisade Systems, Inc 2625 N. Loop Drive,

Re: [otrs] More than one reponsible

Splitting the ticket ? 2009/2/4 Operacion Control opercont...@yahoo.com: Hello, Some tickets must be solved with several user agents, so, can be assigned several user Responsible at same time to everyone give its answer? Thanks in advance. Carlos, México

Re: [otrs] One ticket with multiple categories

This thread might help http://lists.otrs.org/pipermail/otrs/2008-November/024988.html 2009/2/4 Boyan Tabakov blade.alsla...@gmail.com On Friday 30 January 2009 16:14:18 Boyan Tabakov wrote: Hello, I am setting up a new installation of OTRS 2.3.3 and am stuck with the following: Is

Re: [otrs] Upgrade steps from 2.3.2 to 2.3.4?

' into 'otrs'. 5. The second part of the report shows which files are different between the two directories. Whenever I change a file in OTRS I make a backup of the original file with a datestamp and my initials added to the file, e.g. Ticekt.pm.20090204.db. I went through the second part

Re: [otrs] Change the time of fetch

Hi On a unix system that would be in the crontab that fires the postmaster script. Under Windows I have no idea, perhaps a service, or scheduled command? Kind regards, Frans Stekelenburg NetDialog Service Center +31 30 789 3636 www.netdialog.eu http://www.netdialog.eu/ From:

[otrs] Res: Re: Change the time of fetch

You can use the at or tasklist command. Bye. De: otrs-boun...@otrs.org otrs-boun...@otrs.org Para: User questions and discussions about OTRS. otrs@otrs.org Enviada em: Wed Feb 04 13:57:21 2009 Assunto: Re: [otrs] Change the time of fetch Hi On a unix

[otrs] Several user agents

Hello,   Some tickets must be solved with several user agents everyone of theme at its time. The workflow are well know, so,   Is there a way to define the user agents will participate solving the ticket and the workflow? Is there a way to automaticaly assign the next user agent based on the

Re: [otrs] Res: Re: Change the time of fetch

so this is set at the server level then rather than fronm within OTRS? - Original Message - From: Camilo Vieira To: otrs@otrs.org Sent: Wednesday, February 04, 2009 3:58 PM Subject: [otrs] Res: Re: Change the time of fetch You can use the at or tasklist command. Bye.

[otrs] Select All function

In the queue view you chack use the check box to select multiple tickets for which you can do a bulk action. Is there a way of selecting all? Thank you -- This email is from Centaur Media plc. 50 Poland

Re: [otrs] Select All function

Not by now. A good workaround is to install CheckAll into the Firefox which provides you with a feature 'check all selected checkboxes' on a right-click. https://addons.mozilla.org/de/firefox/addon/2708 Greets Daniel Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von

Re: [otrs] Internal links in FAQ articles

Hi Michiel, Thanks for your answer. You understood precisely what I was meaning and like you I strongly think that it cannot be done at the moment without modifying again OTRS default behaviour ... :( I found a bugzilla entry (#3429) related to this enhancement and have just posted some

[otrs] More than one reponsible

Hello,   Some tickets must be solved with several user agents, so, can be assigned several user Responsible at same time to everyone give its answer?   Thanks in advance.   Carlos, México ___ OTRS mailing list: otrs - Webpage: http://otrs.org/

Re: [otrs] Select All function

thanks Caspar Kennerdale Deputy Web Services Director 020 7970 4680 mailto:youremailaddr...@centaur.co.uk caspar.kennerd...@centaur.co.uk http://www.centaur.co.uk/ www.centaur.co.uk _ From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Obee,

Re: [otrs] Chnging NumberingGenerator

On a side note; you might want to adjust the file /opt/otrs/scripts/apache2-perl-startup.pl to comment out the line that says use Kernel::System::Ticket::Number::AutoIncrement; So the module will be compiled at startup of the webserver. -- Michiel Beijen Software Consultant +31 6 - 457 42 418

[otrs] OTRS Manager App

Hello, A general question, has anyone used the OTRS Manager tool from tokaware? If so, are there any issues to be aware of prior to use? Thanks in advance Mike Mike James Netzbetrieb - Broadband Unitymedia Group Michael Schumacher-Str. 1 50170 Kerpen Tel. +49 (0) 2273 -

Re: [otrs] Adding queues and seeing them

Go and edit each user and make sure the desired queue is set. Besides go to [Groups - Users] and make sure the user has rights under the desired groups. On Wed, Feb 4, 2009 at 10:25 AM, Stephen Hawkins shawk...@palisadesys.comwrote: OTRS, I have created a new queue. If I click on queues in

Re: [otrs] Adding queues and seeing them

Leonardo, Thank you for the reply. This works, but only until I log out. When I log back in I have to do it again. Steve Leonardo Certuche wrote: Go and edit each user and make sure the desired queue is set. Besides go to [Groups - Users] and make sure the user has rights under the

[otrs] RES: Res: Re: Change the time of fetch

Yes, these are windows commands. Sorry, the correct command is schtasks. http://support.microsoft.com/kb/814596/en-us []’s Camilo Vieira • Coordenador de Infra-estrutura de redes Navita http://www.navita.com.br/ • Portais http://www.navitaportal.com/ e BlackBerry

[otrs] Ticket created in 'compose email' not showing in Queue View

Hi Whenever I create a ticket in compose email (Action=AgentTicketEmail) The ticket gets sent to the recipient and if I search for the ticket number I can retrieve the ticket and it says it it is the queue that I expect to to be in, however within queue view (Action=AgentTicketQueueQueueID=59)

[otrs] new ticket not generating email notfication

I'm currently setting up an OTRS implementation. When creating a new ticket as a customer I was hoping it would send me an email on outlook, but it appears it will only show as a notification if I log into OTRS. Is there a way to have an email sent to me if a new ticket has been created?

Re: [otrs] new ticket not generating email notfication

There is, read the auto answers chapter of the manual http://doc.otrs.org/2.3/en/html/x1010.html 2009/2/4 Aaron Rabinowitz rabin...@gmail.com I'm currently setting up an OTRS implementation. When creating a new ticket as a customer I was hoping it would send me an email on outlook, but it

Re: [otrs] OTRS Manager App

I ran the following command on the mysql console to make it work having OTRS-Manager installed in a machine with IP A.B.C.D: GRANT ALL PRIVILEGES ON otrs.* TO some_u...@a.b.c.d o...@201.232.18.15identified by 'some_password '; On Wed, Feb 4, 2009 at 10:21 AM, James, Michael

Re: [otrs] new ticket not generating email notfication

Hmm, I was looking for a notification to me. I dont want to have to be signed into otrs all day to view tickets, I want an email sent to me saying something along the lines so and so customer has created a ticket after a ticket is created. your link did point me here

Re: [otrs] new ticket not generating email notfication

If you go into the user preferences (agent login) or user configuration (admin section) there are options to send an notification and which queue(s) this applies to Greg From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Aaron Rabinowitz Sent: Thursday, 5 February

[otrs] R: new ticket not generating email notfication

Remember that you need to enable the notiifications through your preferences, in order to get notified of tickets created within the queues subscribed in My Queues. Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Aaron Rabinowitz

[otrs] Adding fields to the right-hand pane on the agent ticket window

Is it possible to add a field to the right-hand (grey) pane on the agent ticket view. I'm recording the an internal reference number in a free text field and what to easily display it when viewing the ticket Cheers Greg ___ OTRS mailing list: otrs -

[otrs] How to upgrade from 2.3.3 to 2.3.4

This is a very basic question, and I don't see any documentation when upgrading minor versions, but how do you upgrade OTRS 2.3.3 to 2.3.4? I only see upgrade documentation for 2.2 to 2.3 in the source file. I'm assuming I back up my current config.pm file and overwrite all files from 2.3.3

[otrs] Hiding Raw Queue

Hi OTRS, There are some queues as default (Junk, Postmaster...), all of theme are useful, but I would like to hide from the user agent and customers interface, keeping only the work queues (SYSENG, SYSMGMT,etc). please can some one reply on this ASAP, explain me in steps Thanks you Lakshan

Re: [otrs] Change the time of fetch

As far as i recall, the OTRS Windows installer also installs cronw, that can schedule tasks in windows in a cron like way. You can change the schedule in the crontab.txt file in the install directory. You can also install and configure it manually: Download from here:

[otrs-de] LogModule

Moin! Als LogModule kann ja bekanntlich Datei oder SysLog verwendet werden. Weiß jemand, ob es möglich ist das Loggen von OTRS komplett abzuschalten, bzw gibt es irgendwo eine Einstellung, mit der sich festlegen lässt was alles geloggt werden soll und was nicht (also eine Art Log-Level)? Als