[otrs] why i couldn't get the New ticket notification?

hi all: There are two problems. 1.i enabled the New ticket notification.But when my queue receive a new ticket,i couldn't receive any email notification from the otrs system. 2.when i configure customer with multiple IDS,i don't know which file to be added the following codes

Re: [otrs] ITSM & EMail

On 10-03-03 02:32 AM, Eric Carroll wrote: OTRS/ITSM is up. In the case of a user sending in an email, how can I edit this ticket to associate it to a Service & SLA? Pointers to existing documentation would be welcome. Found my own answer again... Config Options: Ticket -> Frontend::Agent::

[otrs] Stats and search results inconsistent

I am getting inconsistent results when I do an OTRS search and OTRS stats report. I am off by ONE, and I can't track down that one extra being reported. I am trying to see how many tickets were closed on February 11, 2010 in my WEB SERVICES ISSUE queue. OTRS Search query: Queue Selected: WEB

[otrs] Missing all customer notifications in notification management

Hi All, I've got OTRS 2.4.7 running on Windows Server 2003 SP2, automatic logging of calls is working, auto responses (set on the queue) are working fine, and notification to agents are working. The problem is that I would like to notify customers by email of changes of state or owner, as appears

Re: [otrs] LDAP integration with child domains, LDAP with custome r portal not working with any domain

A couple of ideas... Password/user sync: I think you can have it sync the users automatically as well: # Create the users in the OTRS DB on first login and populate user data. # "givenName", "sn" and "mail" fields MUST be populated in AD/LDAP before login will work. $Self->{UserSyncLD

[otrs] Charset problem with fetch emails

Hi, I migrate my linux server to another with more capacity, but after that migration, I configure all OTRS to use UTF-8 After that, one or two times in a week PostMasterMailbox.pl stop and this error apper if I execute the classic: /opt/otrs/bin/PostMasterMailbox.pl -f 1 Charset encode 'ansi_x3

Re: [otrs] Charset problem with fetch emails

Im sorry, also have this error: Malformed UTF-8 character (unexpected non-continuation byte 0x76, immediately after start byte 0xed) in pattern match (m//) at /opt/otrs-2.4.7/Kernel/System/PostMaster/Filter/MatchDBSource.pm line 70. Malformed UTF-8 character (unexpected non-continuation byte 0x6f,

[otrs] Company client

Hello What is the use of "client company"? I can't seem to relate it either to groups or client-users. Thanks for the help -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nr

[otrs] Disabled ticket reminders

Hi List, Does someone know how to disable ticket reminders? Example: Let's say one of my agents set 10 tickets to pending state. The pending time for those 10 tickets has expired. Usual behavior, agent gets 10 ticket reminders about this (usually via email). Goal here is --> disabled this ticke

[otrs] redirect agents/operators login page

Hi, I would like to redirect the agents login page (http://mydomain/otrs/index.pl) to another as http://mydomain/operators to avoid that agents type the full link. I've tried to edit the httpd.conf file but it doesn't work.. Maybe not Correctly? Some time ago I redirected the customer users

Re: [otrs] migrating otrs servers

$OTRS_HOME/script/backup.pl ? it includes a mysqldump that is a good think if you just need a mysql backup, the rest if for saving config and zzzauto files. On Wed, Mar 3, 2010 at 4:01 PM, Andrew Meyer wrote: > What would be the best way to migrate from 1 otrs server to the other? All > I really

[otrs] LDAP integration with child domains, LDAP with customer portal not working with any domain

I have LDAP agent authentication working fine from a single domain (well, password sync - agents still need to be created in the database first which as I understand is normal behavior and don't have a problem with it), however not sure how to proceed for child domains. Most of our agents and u

[otrs] migrating otrs servers

What would be the best way to migrate from 1 otrs server to the other? All I really need is the database backed up and restored Andrew Meyer ame...@precisionpractice.com Unix Systems Administrator Precision Practice Management 689 Craig Rd. Saint

[otrs] Pasting an image in Agent Reply (Marretta, Rosanna)

I am also very interested by this Philippe Martignier Communications Division Customer Service Section Email : philippe.martign...@wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaim

Re: [otrs] Restrict visible ticket types?

Ticket ACL may work for you On Wed, Mar 3, 2010 at 1:42 PM, Karsten Heymann < karsten.heym...@blue-cable.net> wrote: > Hi, > > we're using 2.4.7. Is it possible to restrict some ticket types to > certain groups or queues, for example with acls? A subgroup of our > department has defined a rather

[otrs] Pasting an image in Agent Reply

Hi, Can somebody tell me if I am able to paste an image in the reply back to the customer.. I have enabled inline for the attachment download type, that works, but now I need this to work when I reply back to them. Thanks, ---

[otrs] Restrict visible ticket types?

Hi, we're using 2.4.7. Is it possible to restrict some ticket types to certain groups or queues, for example with acls? A subgroup of our department has defined a rather extensive set of ticket types that are now confusing the other groups. Also, is it possible to make ticket types mandantory onl

Re: [otrs] effective time of ticket resolution

Hi, On 03.03.2010, at 11:19, Alessandro d'Ambrosio wrote: > My WorkinHours begins form 9.00 o’clock to 18.00. > I open a ticket at 17.00 and I close it next day at 12.00. > How can I know the effective time of this ticket? (That It would be 4 hours) > In the history of ticket I see only the age

[otrs] effective time of ticket resolution

Hi, I've a question for my Otrs My WorkinHours begins form 9.00 o'clock to 18.00. I open a ticket at 17.00 and I close it next day at 12.00. How can I know the effective time of this ticket? (That It would be 4 hours) In the history of ticket I see only the age of time which is increasin

[otrs] Documents Batch printing

Good day, Is there any possibilities to print documents as tickets, ci-s by classes in batch mode ? example scenario: I want to print for example all Config Items to the pdf. example scenario 2: I want to print tickets per page to the pdf (every ticket is a paper - not list). Thanks nor

Re: [otrs] Postmaster filter: how to do "not =" or "<>" ...

Thanks both of you :) What I need is to filter all internal incoming mails in a queue named "Internal mails" but not the ones that have a subject beginning with "FW:" So I place a filter with: >From : @wipo.int To: the email adress linked to the queue Subject : . OTRS-Queue : Internal