Re: [otrs] allow "unprivileged" agents to create responses?

On Mon, 21 Mar 2005, James Sleeman wrote: > Hi all, > to cut a long story short, I want to allow agents who service queues > to be able to create (and edit) 'canned' responses in thier queues. It > seems however that the only way of making these canned responses is > through the Admin area, but

[otrs] local address check

Hi, When using forward or bounce, you're unable to use a local address as destination. This is fine, but why not doing the same check when creating an e-mail ticket? I have agents trying to send a copy to themselves by using the local address as to:-address. This creates a ticket with 2 times th

Re: [otrs] email addresses and queues

eople, but both groups should be informed about the same problem. Anne-Mie > > hth, > Edgar > > > On Thu, 24 Feb 2005 14:58:54 +0100 (MET), Anne-Mie Vandermeeren > <[EMAIL PROTECTED]> wrote: > > > > Hi, > > > > I have the following setup. All mail to ad

[otrs] email addresses and queues

Hi, I have the following setup. All mail to address A@ is going to queue A. All mail for address B@ is going to queue B. If someone sends a mail To: A@, B@ (or even To: A@, Cc: B@) the mail is delivered only to one queue (e.g. queue A). I guess this is normal, since only one ticket should be cre

[otrs] Phone ticket and selecting a queue

Hi all, We've been working very nicely with this great product for a few months now, but I have another question When I want to enter a new Phone Ticket, the next state is empty unless I select a queue. At that moment it is filled out with the default state. Is there a way to have different

[otrs] how to add Free Text from X-OTRS headers?

Hi, I know it's possible to add some extra X-OTRS headers to change priority, state..., but can I also fill in Free fields by using X-OTRS- headers? I want to add the used mailclient in a free field by using procmail. Anne-Mie ___ OTRS mailing list:

[otrs] search tickets I have been owner of

Hi, I'd like to see all tickets that I have been owner of and another agent followed up after me. So not only the tickets I was the last owner of. Is there a way to extend the search module with this option? Anne-Mie ___ OTRS mailing list: otrs - Webpa

[otrs] locked tickets visible

Hi, I want to keep locked tickets visible in the queue (e.g. other colour), so that collegue-agents know who's working on what problem. Is there a way to do that? Anne-Mie ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.o

[otrs] search for tickets closed today

Hi, How do I search for tickets that were closed on a certain day. I can only use the creation date in the search window, not the close date. Anne-Mie ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs

[otrs] e-mail address replaced with database email!

Hi, For the CustomerUser information we use our LDAP server. We have the following problem: When the helpdesk is unable to solve a ticket, we sometimes forward the mail to an external expert. That seems to work fine, but we have a problem replying to the expert if we need more info from this exp