We have weird behavior since upgrading from 2.4.7 to 3.2.6. Some tickets
(probably all tickets logged via the Customer portal - that is definitely one
condition) cannot be moved to any other queues, even by agents.
We do have an ACL on the CustomerTicketMessage and CustomerTicketZoom actions
to
I have some issues where occasionally a database query times out. I'm
working to figure out why sometimes the connection to my DB machine has
a problem. That's not an OTRS issue.
The question I'm asking here, however, is: When these timeouts happen,
they take 2 hours before they timeout. Fortun
I have created some template buttons which populate AgentTicketPhone
with some boilerplate options for our helpdesk agents, and I distribute
my custom AgentTicketPhone.dtl amongst my dev, test, and production
environments.
I have, however, run into a snag. Over time, our queues have not stayed
I have one user who is experiencing some weird behavior. Any time he
tries to go to the Dashboard, he gets the login screen with a message
that his session has timed out. All other modules (Ticket, FAQ, etc) are
fine. It is, however, 100% repeatable that clicking on Dashboard will
take him to the l
.
Subject: Re: [otrs] OTRS 2.4 Auto Response Limit
Hi Geoff,
On 06.08.2010, at 18:07, Allen, Geoff wrote:
Here's an outline of our setup.
In "Status" on the admin page add a new status called "open-no-reply" that is
of type "open".
In "Notific
t: Friday, August 06, 2010 8:50 AM
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] OTRS 2.4 Auto Response Limit
That's a good idea, on both counts.
Where can I make these changes to see which one would be the best fit?
Derek
_____
I can think of a few options.
Do you need to reply to the original notification? If not, you could use
a Postmaster filter either to put it in a queue that doesn't have an
auto-reply, or give it a state that the auto-reply is configured to
ignore (we use the latter method).
Another possibil
Here’s how I understand it:
“New” was created by a customer (via email or web interface), and has had no
agent act upon it.
“Open” was either created by an agent, or has been acted upon by an agent.
Geoff
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jober
M
