[otrs] R: OTRS 3.0 - Potential Owner List (refresh all button?)

The list is based on the agents preferences: if the agent has subscribed the queue, then is displayed by default. Daniele Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Hugh Kelley [hugh.kel...@gmail.com] Inviato: martedì 5 ottobre 2010

[otrs] R: ACL

Murilo, have you tested the ACL using a normal user account (not an administrator)? In my experience, some good ACL seems not to work until you test it with an unprivileged account... Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Murilo

[otrs] R: How to customize log out message

You should only modify OTRS_HOME$/Kernel/Language/es.pm. Ciao, d. Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Armando Irazabal Inviato: domenica 9 maggio 2010 21:43 A: otrs@otrs.org Oggetto: [otrs] How to customize log out message Hi,

[otrs] R: R: How to customize log out message

to customize log out message Hi, On 10.05.2010, at 09:12, CARNINO Daniele (FIAT ITEM) wrote: You should only modify OTRS_HOME$/Kernel/Language/es.pm. use xx_Custom.pm instead and copy that to es_Custom.pm ... this is much more update save. Freundliche Grüße / Kind regards Nils Leideck -- Nils

[otrs] R: Out of Office Messages

Simply create a postmaster filter based on some rule (e.g. subject) an set X-OTRS-Ignore to Yes. Ciao, d. Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Marretta, Rosanna Inviato: lunedì 12 aprile 2010 10:27 A: User questions and

[otrs] Follow up rejected strange behaviour

Hello all, I have a bothering problem on all my OTRS servers: when someone other than the original customer replies to a closed ticket in a queue with follow-up set to reject, an automatic response is sent to both the original customer and the person who wrote the rejected follow up. But this

[otrs] How to enlarge Freetext Inputbox?

Hello all, I need to enlarge the freetext inputbox on CustomerTicketMessage context. I suppose I have to deal with CustomerTicketMessage.dtl, but I can't find how... any help? !-- dtl:block:FreeText -- tr td

[otrs] R: Svar: How to enlarge Freetext Inputbox?

want to change. You may want to alter the above slightly to match the given page. I think that is the only way for now. Regards, /Martin. CARNINO Daniele (FIAT ITEM) daniele.carn...@fiatgroup.com 15. marts 2010 15:38 Hello all, I need to enlarge the freetext inputbox

[otrs] R: Email tickets

If you talk about the Email-Ticket (ticket outbound) is quite simple: you can send a mail on behalf of you support-area to a customer, put someone in cc or even in bcc and, at the same time, open a ticket. We use this in order to trace our self-triggered activities. Ciao, d.

[otrs] R: Use of Note Type which is present in close ticket page

Note internal is visible only to the agents. Note external is visible also to the customer, provided that the customer is enabled to the customer interface. Ciao, d. Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di manish ramteke Inviato:

[otrs] R: R: unable to use master/slave feature

A: User questions and discussions about OTRS. Oggetto: Re: [otrs] R: unable to use master/slave feature Hi, try and play around with FreeTextField Number 12 ... ;-) in example enable it for Note. On 05.03.2010, at 16:06, CARNINO Daniele (FIAT ITEM) wrote: I've tested this feature once, but I

[otrs] R: R: R: unable to use master/slave feature

Of course I mean: thank Nils! ;-) Sorry Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di CARNINO Daniele (FIAT ITEM) [daniele.carn...@fiatgroup.com] Inviato: sabato 6 marzo 2010 17.59 A: User questions and discussions about OTRS. Oggetto

[otrs] R: unable to use master/slave feature

I've tested this feature once, but I remember that has seemed rather tricky to me, but working. In order to use this feature, you need to manually open a new ticket and set it as a master first, then link the others ticket you wish to control to the master, which should be visible in the link

[otrs] R: R: unable to use master/slave feature

but it only shows to me parent and child options. Am I missing something here? Leonardo Certuche On 5 March 2010 10:06, CARNINO Daniele (FIAT ITEM) daniele.carn...@fiatgroup.commailto:daniele.carn...@fiatgroup.com wrote: I've tested this feature once, but I remember that has seemed rather tricky

[otrs] R: installing perl modules

Simply run (otrs_home_dir)/bin/otrs.checkModules to see the currently available/unavailable mandatory/optional modules. Ciao, d. Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Michael Mitchell [mmitch...@6ave.com] Inviato: giovedì 17

[otrs] R: Reports in OTRS 2.3.4

You may start with OTRS Manager to see if fits your needs... http://www.tokaware.com/index.php?page=otrsm_overview_en Ciao, d. -Messaggio originale- Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Rabindra Pandey Inviato: mercoledì 10 giugno 2009 11:28 A: User

[otrs] R: Make the postmaster mail plugin check for new work orders quicker.

Hi Justin, the right way to do that is to use the otrs cron scripts already provided. You should go to $OTRS_HOME/var/cron, then modify the postmaster_mailbox.dist file like this # fetch email every 2 minutes */2 * * * *$HOME/bin/PostMasterMailbox.pl /dev/null save it as

[otrs] R: error executing PostMasterMailbox.pl

Usually, under Debian/Ubuntu, you should run Setpermission.sh as: sudo /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs www-data www-data www-data or, if you run Apache as otrs user (which is not my case, so I'm guessing!) this should change this to: sudo /opt/otrs/bin/SetPermissions.sh

[otrs] R: How to change the sender address when I forwarded a ticket?

Hi Melissa, why use the forward action to interact with the user? In my opinion this action should be used in order to forward a ticket to a solution group or an agent outside the OTRS domain, when the ticket is out-of-scope. If you use the reply functions to interact with the user, OTRS will

[otrs] R: customer backend authentication

Hi Lakshan, you should only split the auth backend like this: # # # LDAP authentication for Customers# # # $Self-{'Customer::AuthModule1'} =

[otrs] R: About Ticket Owner

Hi Arlene 1. The ticket is owned by the creator, but is not assigned to anyone 2. The ticket is owned by OTRS Admin (user with ID=1) by default, or by any other owner defined in Postmaster sysconfig Keep in mind that in OTRS a ticket always have a owner, but may or may not be assigned to the

[otrs] LDAP auth from different, trusted domains

Hello, I have a problem in authenticating the agents on differents 2003 Active Directory domain. Let's suppose that DOMAIN1 is in trust with DOMAIN2. This configuration, of course works without hassle: # # # DOMAIN 1 authentication

[otrs] R: How many postmaster email accounts?

Ciao Paolo, I think that fetch mail safely from 230 accounts may be too much for a single instance, I actually run a site with about 50 exchange mailbox attached through POP3 connector, fetching email every 5 minutes. If everything works as expected, usually I have no problem in fetching all

[otrs] R: LDAP Binding Issue

At my site (i'm not in office now, so I'm trying to guess...) i use something like: $Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self-{'AuthModule::LDAP::Host'} = 'subdomain.domain.com'; $Self-{'AuthModule::LDAP::BaseDN'} = 'DC=subdomain,DC=domain,DC=com';

[otrs] R: R: LDAP Binding Issue

...@domain.com and receive the same error message. Any other suggestions? Darryl -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of CARNINO Daniele (FIAT ITEM) Sent: Friday, February 13, 2009 2:37 PM To: User questions and discussions about OTRS. Subject

[otrs] R: Installation errors

I wrote this notes some month ago. Some thing may have changed, especially the package names. If you don't find e.g. libapache2-mod-perl2, please do some search with apt-cache search apache2 perl2 to see what's the right name is. Install on a clean Debian 4.0 Etch Needed packages: apt-get

[otrs] R: How to print all closed ticket since last week.

Simply go to search then Select all closed states under State Select Ticket closed last 1 week under Close Times Select Result Form Print. d, Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Trasschaert Karl Inviato: mercoledì 11 febbraio

[otrs] R: Time reporting

I use this MySQL query (OTRS 2.3.4, swap users with system_user if you use 2.2.x) to calculate accounted time e.g on a specified year. It would be great to put it on a static stat, but I'm not able to do that... SELECT t.create_by, u.first_name, u.last_name, Sum(t.time_unit) FROM time_accounting

[otrs] R: Latching onto Exchange

Don't waste time considering this option. Seriously. I've had the same problem this summer, and I have tried to implement Openchange protocol. I have succeeded in connecting to mailboxes and in downloading messages on a local mailbox. I've also piped the mails collected through Postmaster

[otrs] R: Hiding Raw Queue

Simply mark this queues as invalid... -Messaggio originale- Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Lakshan Fernando. Inviato: giovedì 5 febbraio 2009 3.53 A: otrs@otrs.org Oggetto: [otrs] Hiding Raw Queue Hi OTRS, There are some queues as default (Junk,

[otrs] R: R: Hiding Raw Queue

. [mailto:lakshan2...@yahoo.com] Inviato: giovedì 5 febbraio 2009 9.16 A: CARNINO Daniele (FIAT ITEM) Oggetto: Re: R: [otrs] Hiding Raw Queue Hi thanks for the reply, ya that is very simple but as this is the default queue i don't want to make it invalid i want to stop displaying this on top queues

[otrs] R: R: R: Hiding Raw Queue

Of course the second step should be: - create a SYSMGMT group for SYSMGMT queue sorry for the typo. -Messaggio originale- Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di CARNINO Daniele (FIAT ITEM) Inviato: giovedì 5 febbraio 2009 10.10 A: 'lakshan2...@yahoo.com

[otrs] R: new ticket not generating email notfication

Remember that you need to enable the notiifications through your preferences, in order to get notified of tickets created within the queues subscribed in My Queues. Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Aaron Rabinowitz

[otrs] R: otrs permissions and roles

Hello, I've installed otrs and having some things to configure, I'd like to be sure I understand the queues/groups/agents/customer permission system correctly. * A queue is associated to a Group * each agent can be associated to groups with a set of permissions (ro, create, ..., rw) * when