[otrs] Any good flow documentation?

I am looking for something that describes a basic flow. i.e. ticket comes in from mail account -> then agent accepts ticket and assigns -> assigned agent with ticket blah blah blah :) I hope this makes sense. I have read over the admin manual a bunch and i am still just having a hard time

Re: [otrs] LDAP and Address Book, customers are displayed with username, full name, email address and username again (Michiel Beijen)

You could create a second customer database for this purpose. That will make them show up in the AJAX customer lists. On Fri, Dec 17, 2010 at 7:19 AM, Erik van Ast wrote: > Hi Michiel, > > That worked great, thank you. > One more question. How can I put the agents' addresses in there as well? >

Re: [otrs] LDAP and Address Book, customers are displayed with username, full name, email address and username again (Michiel Beijen)

Hi Michiel, That worked great, thank you. One more question. How can I put the agents' addresses in there as well? Sometimes I want to forward an email to one of my colleagues who are agents in this OTRS system, but at the moment I only see customers... Met vriendelijke groet / Kind regards / M

[otrs] New Persian translation of itsm change management module and time accounting module

Hi I create persian translation files of itsm change management module and time accounting module. please add these translations to OTRS. please see the attached files. best regards masoud ramezani fa_AgentTimeAccounting.pm Description: Binary data fa_ITSMChan

[otrs] New Persian translation of itsm change management module and time accounting module

Hi I create persian translation files of itsm change management module and time accounting module. please add these translations to OTRS. best regards masoud ramezani - OTRS mailing list: otrs - W

Re: [otrs] Solution Time of Tickets

from the begining of the Ticket, the Solution Time is set to 72h. I don't know whyand also, I don't know how to change that value after the Ticket is created. very strange that a Ticket System don't let agents to change Solution Times. On Fri, Dec 17, 2010 at 12:50 PM, Lars Jørgensen

Re: [otrs] Solution Time of Tickets

That's weird. Just clicked around and I can't find anywhere obvious that the escalation can be set (postmaster filter or generic agent can't do it, it seems). What does the history of the ticket say? From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Magic Boiz Sent: Frida

Re: [otrs] Solution Time of Tickets

There we have set "Escalation - Solution Time: 0" in all queues. So, why the 72h? On Fri, Dec 17, 2010 at 12:20 PM, Lars Jørgensen wrote: > Admin -> Queues > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of > *Magic Boiz > *Sent:* Friday, December 17, 2010 10:55

Re: [otrs] LDAP and Address Book, customers are displayed with username, full name, email address and username again

Hi Erik, you can modify this by changing CustomerUserListFields in your datasource definition. HTH, Michiel On Fri, Dec 17, 2010 at 11:45 AM, Erik van Ast wrote: > Hi all, > > > > I have a short and maybe simple question. We have set our OTRS 3.0.4 up to > authenticate the users and agents wit

Re: [otrs] Solution Time of Tickets

Admin -> Queues From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Magic Boiz Sent: Friday, December 17, 2010 10:55 AM To: otrs@otrs.org Subject: [otrs] Solution Time of Tickets Hi everyone!! I have a simple question: how can a modify the "Solution Time" of a Ticket. It's

[otrs] LDAP and Address Book, customers are displayed with username, full name, email address and username again

Hi all, I have a short and maybe simple question. We have set our OTRS 3.0.4 up to authenticate the users and agents with LDAP (Active Directory 2003) and that's working great! The only annoying thing now is that when I reply or forward an email and I type in the first two letters of a name

Re: [otrs] Problem with X-OTRS headers in OTRS 2.4.9

Answering to myself, but I located error. Our mail provider spam filter (?) modifies mail and X-OTRS- infos disappear. Lähettäjä: otrs-boun...@otrs.org [otrs-boun...@otrs.org] käyttäjän Vesa Jylhä [vesa.jy...@evl.fi] puolesta Lähetetty: 17. joulukuuta 2010 8:52 V

[otrs] Solution Time of Tickets

Hi everyone!! I have a simple question: how can a modify the "Solution Time" of a Ticket. It's always set to 72h!!. When I create an email/phone ticket, the "Due Time" is set to 72h+current date. If a ticket is created automatically after a customer email, the Ticket also has a Solution Time of 7