[otrs] New Web Ticket --> Queue

All; I'm running OTRS 5, and I'm hoping that you can help me with a minor annoyance. Is it possible / how would I go about removing the Queue selection from the Customer website, and always have new web tickets go into a pre-determined queue? Thank you, Dominic Hilsbos Director - Information

Re: [otrs] OTRS Duplicate Notification event

Rose; I'm sorry, I don't use OTRS 3, I'm running OTRS 5, so I don't know anything at all about how your system should be set up. Hopefully one of the users of OTRS 3 will notice this thread and hazard an opinion. Thank you, Dominic L. Hilsbos, MBA, CSDA Director – Information Technology Per

Re: [otrs] OTRS Duplicate Notification event

Rose; Could you provide additional detail about your situation? What version of OTRS are you running? Do you have any custom events configured? Does only one agent get multiple notifications, or do all your agents get multiple notifications? How are you changing the owner of the ticket? Ha

[otrs] Statistics - Reopened Tickets

All; In the statistics function of OTRS is it possible to get a list of the tickets that were re-opened within some time period? Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc. -

Re: [otrs] FW: {Spam not delivered} Important Tax Information For ROYAL ARABIANS LLC Account Ending In 2808

Wow... That's embarrassing. Meant to send a request to our OTRS system, sent it to you guys instead. Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf O

[otrs] FW: {Spam not delivered} Important Tax Information For ROYAL ARABIANS LLC Account Ending In 2808

Please release the below email. Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc. -Original Message- From: MailScanner [mailto:itmana...@performair.com] Sent: Thursday, March 10, 2016 6:45 AM To: Dominic Hilsbos Subject: {Spam not delivered

Re: [otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch

David; Look beyond the error message itself, and you find that the original message comes from... OTRS. Transferred directly to my internal Exchange server, as it should (and does) do with all OTRS communications. This communication, apparently from one of the cron job(s) doesn't use correct

Re: [otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch

David; The message is coming from OTRS, of course the MTA is unconfigured, the only thing the server does is run OTRS. Why is there a piece of OTRS that is trying to send mail to server superuser account? What does this email (from an OTRS daemon) likely indicate? Thank you, Dominic L. Hilsb

Re: [otrs] Modify Ticket Close State

Susan; That got me where I wanted to go, thank you. Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Susan Dittmar Sent: Wednesday, Ma

[otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch

All; I'm receiving several of the below emails every day. From: Dominic Hilsbos Sent: Tuesday, March 08, 2016 7:13 PM To: Dominic Hilsbos Subject: Undeliverable: OTRS Scheduler Daemon Cron: MailAccountFetch rejected your message to the following e-mail addresses: root@localhost gave this erro

Re: [otrs] Modify Ticket Close State

Florian; If I were to do it that way, the resolution time would change. Thank you, Dominic L. Hilsbos, MBA, CSDA Director – Information Technology Perform Air International Inc. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Florian Edlhuber Sent: Tuesday, March 08,

[otrs] Modify Ticket Close State

All; I had a technician close a ticket with a state of "closed unsuccessful," when in fact it should have been "closed successful." Where can I go in the tables to change that? Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc.

Re: [otrs] Login not creating a DB entry for a new LDAP agent

Cosme; The UserEmail attribute is required This log line: [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserAdd][348] Need UserEmail! Indicates that there isn't an email address for the agent it is trying to insert. Have you verified the "mail " is a proper attribute of your LDAP serv

[otrs] Auto Close Timer Setting

OTRS List; Is there a setting somewhere to reduce the timer for an auto-close? Can the timer be set on a per-queue basis? It's possible that I'm going about this in the wrong manner... I'm setting up a new deployment of OTRS. I would like to set a goal of completing and closing "routine" requ

Re: [otrs] Dynamic fields (or something like it) for agents?

Alexandre; I am new to OTRS also, and have been struggling with similar issues. Hopefully some insights from another neophyte will help you (and hopefully the more experienced will correct any mistakes). >From what I understand of OTRS' operational philosophy, queues are intended to >address c

Re: [otrs] Undeliverable: OTRS Scheduler Daemon Cron: OTRSBusinessAvailabilityCheck

Amit; Ah, my apologies, I didn't realize it was a bug, I figured it was a configuration issue. Thank you, Dominic L. Hilsbos, MBA, EIT, CSDA Director - Information Technology Perform Air International Inc. dhils...@performair.com 300 S. Hamilton Pl. Gilbert, AZ 85233 Phone: (480) 545-2850

[otrs] Undeliverable: OTRS Scheduler Daemon Cron: OTRSBusinessAvailabilityCheck

All; I have OTRS 5 Free installed, and I've started configuring it, but I'm getting something annoying. Several times per day it tries to send an email to root@localhost through our email system, with the following Subject: OTRS Scheduler Daemon Cron: OTRSBusinessAvailabilityCheck. Since our