Re: [otrs] queue view subject

hi Mike, that works. thanks well. What do you mean - is there similar config possibility for the customer interface ? norbert On Mar 11, 2010, at 1:52 PM, James, Michael wrote: Hi Norbert, Did you check this setting?; Ticket -> Frontend::Agent::TicketOverview Ticket::Frontend::Overvie

[otrs] Generic Emails

Hello - I was wondering if is there any option to set up a generic email template within otrs for a newly created customer account. For example, a welcome email template that would be sent whenever an account is created? Thanks... -- Deniz Rende E-mail: deniz.re...@gmail.com Phone: +1 (224) 78

Re: [otrs] Hide the Required Queues on Customer frontend -- solutionfound.

Hi, On 11.03.2010, at 14:03, Florian Houel wrote: > That's working like a charm, thank you Ramana. > This way, as expected in our model, the client sees only it's own main queue. > > There's just one more thing (for now :-) ) : despite there's just one > possible queue for the client, he still

Re: [otrs] Out of office traduction

Hi, On 11.03.2010, at 11:40, Guillaume Rehm wrote: > Do you now where I can translate ***out of office till -MM-DD *** to > ***absent du bureau jusqu'au DD/MM/ ***. I am afraid this seems to be written static in the OTRS files. But you could change the file "./Kernel/System/User.pm" on

Re: [otrs] question about FAQ permissions

Hi again, After examining SysConfig with more detail, I found FAQ -> Frontend::Agent::ModuleRegistration in which there are the following items under the faq group with RO attributes: Explorer New Article FAQ-Search History These are the buttons on the NavBar, which permissions are working as exp

Re: [otrs] question about FAQ permissions

Thanks for your answer Reto, I'd be nice if you develop your idea a little further. If I go to Framework -> Frontend::Agent::ModuleRegistration as you suggested, I can see several objects but none of them related to FAQ. I know I can create ACLs according to http://faq.otrs.org/otrs/public.pl?Acti

Re: [otrs] Customize the ticket presentation in the dashboard

Hi Reto, Take a look in /opt/otrs/Kernel/Output/HTML/Standard# vi AgentDashboardTicketGeneric.dtl I found the solution in some other posts; The text in Red is additional, on our dashboard we have the Queue name displayed as well. Change the column span as well (also red).

Re: [otrs] question about FAQ permissions

You can set specific acl in sysconfig under Frontend::Agent::ModuleRegistration Regards Reto Am 10.03.10 22:36, schrieb Leonardo Certuche: Hello people, I'm having trouble defining permissions for the FAQ module. Reading http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=250

[otrs] Customize the ticket presentation in the dashboard

Is it possible to customize the dashboard to show the queue name and the state time instead of the ticket age for the open ticket box? In the SysConfig I found under Frontend::Agent::Dashboard the DashboardBackend###0130-TicketOpen element but I don't know the values for Key and Content to show

[otrs] queue selection in customer portal

hi, I'm looking to similar functionality as in QueueView in Agent iterface. In customer user interface I cant find a way, how customer user should select tickets only a specific queue. The best way should be a dropdown menu or the same as in agent queueview. nbe222 [norbert bede]

Re: [otrs] PostMasterMailbox doesn't fetches the mail

should $HOME be changed in explicit or at least in some kind of %VAR% ? On Thu, Mar 11, 2010 at 2:34 PM, -- akmych wrote: > $HOME - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otr

Re: [otrs] Putting CMDB to work

no sorry, unfortunately I've abandoned cmdb having inside (another group) implemented it on other platform/tool and furthermore, we werern't using linkage between ticket/faq/ci/... On Thu, Mar 11, 2010 at 2:12 PM, Sandeep Murthy wrote: > Marco, > > Thank you so much!! I installed the packages and

[otrs] PostMasterMailbox doesn't fetches the mail

I use OTRS 2.4.7 for Win. It works fine, except fetches mail automatically. When i use "Run Now!" command via "PostMaster Mail Account", OTRS fetches all new mail from my POP3 account. When in cmd I type command *C:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe "C:\Program Files\OTRS\OTRS\b

Re: [otrs] Hide the Required Queues on Customer frontend -- solutionfound.

That's working like a charm, thank you Ramana. This way, as expected in our model, the client sees only it's own main queue. There's just one more thing (for now :-) ) : despite there's just one possible queue for the client, he still has to select it. So, is there a way to auto-fill the queue f

Re: [otrs] Putting CMDB to work

Marco, Thank you so much!! I installed the packages and now everything shows up :) One other request: Is there any sample database available polluted with sample data for CI items, Incidents and their mapping/ relationships?? I am setting up an internal demonstration and would be a great help i

Re: [otrs] queue view subject

Hi Norbert, Did you check this setting?; Ticket -> Frontend::Agent::TicketOverview Ticket::Frontend::OverviewSmall###ColumnHeader: Regards Mike -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Norbert Bede Gesendet: Donnerstag, 11.

Re: [otrs] Putting CMDB to work

uhoh, But. Did you install ITSM packages ? The group should be created with the import of them... the packages are: GeneralCatalog ITSMCore ITSMConfigurationManagement just for CMDB (rest of the list, correct me if I'm wrong) and are available via http://ftp.otrs.org/pub/otrs/itsm/packages13otr

[otrs] queue view subject

hi, When customer sending an answer to an open ticket - then in queue view are not showing ticket subject anymore but last added article subject. This cause mistake in agent and also in customer interfarce. please help. nbe222[norbert bede] -

Re: [otrs] Putting CMDB to work

Thanks for the information. I found only 3 predefined groups - admin, stats and users. I created a new group "itsm-configitem", enabled all permissions but still no "ConfigItem" in the NavBar. From: Marco Vannini To: User questions and discussions about OTRS

Re: [otrs] Putting CMDB to work

You should be part of itsm-configitem group, then you will have the ConfigItem in NavBar. To define new or modify the existant CI you should access [ Config Item ] in admin section - OTRS mailing list: otrs - Webpage: http://otrs.o

[otrs] Putting CMDB to work

Hi, I have installed OTRS on a local server but am still unable to located the CMDB feature in the Admin area. Could anyone please indicate the link to this feature? I am very much interested in adding CIs, visualizing them and mapping them to incidents. Thanks, Sandeep _

[otrs] Updating followup/first reply times when replying by email.

Hi there. It seems that when you reply to a case via e-mail you are automatically assumed to be a customer and the SLA times for first reply and/or followup reply is not updated. In our case, many agents prefer to update their cases by e-mail, so how can I update these fields via Postmaster fi

Re: [otrs] Agent notification not working

Hi, Okay . I have not done anything with Notification(event) . The notification that I want to send to agents is for new created ticket.Sending mails from OTRS to agent works if I do it manually Also I have a auto reply set to send acknowledgment to customer upon a new ticket request which works f

[otrs] Out of office traduction

Hi list, Do you now where I can translate ***out of office till -MM-DD *** to ***absent du bureau jusqu'au DD/MM/ ***. This text appears near agent names when they set out of office settings in preferences. I want to translate text and give french date format. I try to put a transl

Re: [otrs] Agent notification not working

To have default notifications, you must have nothing in Notification(event) and have your language::Agent::NewTicket line to custom your text in Notification. Do you try your notifications by creating new tickets ? Or just follow-up (respond to an older one) ? In this case, in the queue config,

Re: [otrs] Agent notification not working

Hi, Yes ticket is in that particular queue.yes is selected for required colum. "Do you play with notification(event) for event TicketCreate ?" .what settings are required for this. Are there any settings required for Notification and Notification(event) in admin area. Nothing relevant is seen i

Re: [otrs] Agent notification not working

your ticket is in this queue ? In preference of the agent, do you have selected yes for the middle column (about notification). Do you play with notification(event) for event TicketCreate ? In this case you have a mistake in your param. What do you see in log box ? Le 11/03/2010 08:55, manis