[otrs] About Ticket Owner

Hi, I would like to know how the system assigns owner to a ticket if no owner selected when creating. 1. Create a ticket directly in the OTRS system, without owner selected. 2. Create a ticket via email. Who will be the owner in the above two circumstances? Thanks in advance! Arlene --

[otrs] FileManager for Customers

afshar wrote: >>Hi ???,What job this FileManager is going to do? In the other hand what >>files would be managed with this? My name is Alexey :-) It's simple FileManager, additional plugin for OTRS. Can be installed from http://OTRSHOST/otrs/index.pl?Action=AdminPackageManager After installat

Re: [otrs] FileManager for Customers

Hi Алексей,What job this FileManager is going to do? In the other hand what files would be managed with this? afshar On Tue, Mar 3, 2009 at 9:24 AM, Алексей wrote: > Good Day, and sorry my English > Please help me, I need FileManager for Customer (read only or writable), > what > can I do that?

[otrs] FileManager for Customers

Good Day, and sorry my English Please help me, I need FileManager for Customer (read only or writable), what can I do that?? -- С уважением Алексей В. Лесовский ЗАО "Березовский электрометаллургический завод" ЗАО "Уральский завод прецизионных сплавов" системный администратор ОАСУ ICQ: 246016688

Re: [otrs] simple newbie question

> One key feature that we are looking for (that cerberus does) > is when someone submits a ticket (by email) the agent that is > responsible for the 'queue' gets that message sent to their > email; from there they can reply from their inbox. Sorry to say... but as I understand your inquire the

[otrs] simple newbie question

hello all, I am trying to evaluate otrs as a replacement for our aging cerberus install. One key feature that we are looking for (that cerberus does) is when someone submits a ticket (by email) the agent that is responsible for the 'queue' gets that message sent to their email; from there th

[otrs] Custom reports

Hi Has anybody already created reports that show the following information : 1) Number of distinct customers (distinct email addresses) who have created a ticket per queue during the last month ? 2) Average number of messages / threads (answers from agents and followups from customers) per tic

[otrs] Message: Module 'HASH(0x3418d60)' not found!

Hallo list! I get the following error message in syslog while I am logged in the OTRS webinterface. Error message: [...] Message: Module 'HASH(0x3418d60)' not found! [...] For more information please see http://pastebin.com/f3ec7c45d. Anybody know how to solve this problem? System information

Re: [otrs] multiple attachments

_ From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Caspar Kennerdale Sent: Monday, March 02, 2009 9:13 AM To: 'User questions and discussions about OTRS.' Subject: [otrs] multiple attachments Hello Is it possible for a ticket to accept multiple attachments whe

[otrs] multiple attachments

Hello Is it possible for a ticket to accept multiple attachments when first raised? It is not uncommon for us to have 3 or 4 files which relate to a ticket, and is probably a bit of a stretch for all of our clients to learn how to use winzip! Caspar Kennerdale

[otrs] Notifications on Ticket Age with working hours considered

Hi, We would like to send notifications to specific people based on the Ticket creation date. To explain a bit more our need, I will take an example : * Our working hours are Monday to Friday 9am-6pm. * a new ticket is created on Friday 5pm. 1 - if nothing was done on the ticket, we would li