[otrs] Change Agent Queueview

Hi, When we click Queueview, there are some information listed in the right frame like below. I like to add or change one of them(such as Priority) to the ticket Owner so that we can see the Owner without zooming it every time. Can anyone advise how to change the perl codes? Thank you.

Re: [otrs] R: R: Identify Ticket-ID by message-headers

Thanks for your reply. I tried to set it as Yes but it doesn't work. For example, [EMAIL PROTECTED] is the address for Queue support for incoming and outgoing mails. When I reply the mail and cc it to [EMAIL PROTECTED], it always comes back to that ticket as a customer reply. I even set up a

Re: [otrs] R: Identify Ticket-ID by message-headers

Hi Daniele, I have some issue in my OTRS system. Do you mean we have to change those 4 options to Yes? Thanks. David From: [EMAIL PROTECTED] To: otrs@otrs.org Date: Tue, 9 Dec 2008 15:02:34 +0100 Subject: [otrs] R: Identify Ticket-ID by message-headers Have you tried to set

Re: [otrs] How to adjust options in email responses?

Hi Leonardo, Anton, Can you tell me how to set the different eamil address for inbound and outbound email for a queue? In my case, the email for fetching the incoming mails from server is a single account belongs to support group. But I like to use [EMAIL PROTECTED] to be the outbound email

[otrs] Configure Default Sign Key

Hi all, I think the Default Sign Key in Queue setting is for outbound email display account. For instance, we use [EMAIL PROTECTED] for receiving the tickets, but want to use [EMAIL PROTECTED] for outgoing mail from NOC queue. So we need to set up the display email account for outbound emails.

Re: [otrs] Configure Default Sign Key

Gubar'kov [EMAIL PROTECTED] Hello, DavidYou need to load both certificates and private keys for the email address designated as Systemaddress for the queue. You will be able to select them in the queue definition thenRegards,Anton. 2008/12/3 David Eco [EMAIL PROTECTED] Hi all,I think the Default

Re: [otrs] Queue view issue---BUG?

Hi all, When I added lock to Sysconfig-Ticket - Core::Ticket-Ticket::ViewableLocks: The queue shows all locked and unlocked tickets. But my LockedTickets becomes 0. However, when I click it, it shows my locked tickets. I guess this is a bug. Can any body confirm? Thanks. David From:

Re: [otrs] Calendar configuration for the queue

for the queue.Regards,Anton. 2008/11/26 David Eco [EMAIL PROTECTED] Hi, I am setting up OTRS for our support team. There is calendar in the queue but I'm not able to get it work. I have 2 teams work in day shift and night shift but I want 2 teams can view/modify any tickets come from customers. Do I

[otrs] Queue view issue

Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent, even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already)

Re: [otrs] Queue view issue

Thanks, Daniel. I tried to click All tickets, it doesn't work. For example, there are 2 tickets in Queue,tire1-support and one of them is lock by agent1, but from admin account, All tickets shows one ticket only. Tickets shown: 1 - Page: 1 - Tickets available: 1 - All tickets: 1 Queues:

Re: [otrs] Queue view issue

Hi, I have tired below setting, In Sysconfig-Ticket - Core::Ticket-Ticket::ViewableLocks: I added one more condition 'lock', then all the locked and unlocked tickets are shown in the queue. However, from the agent1 account which locked one ticket, the LockedTickets on the top shows nothing.

Re: [otrs] Tickets allocation with a queue

and it seems much faster than OTRS. David From: [EMAIL PROTECTED] To: otrs@otrs.org Date: Tue, 18 Nov 2008 20:17:38 +0100 Subject: Re: [otrs] Tickets allocation with a queue Den 18/11/2008 kl. 16.29 skrev David Eco: Tickets dispatching is a necessary feature for a ticketing system. Human

[otrs] Calendar configuration for the queue

Hi, I am setting up OTRS for our support team. There is calendar in the queue but I'm not able to get it work. I have 2 teams work in day shift and night shift but I want 2 teams can view/modify any tickets come from customers. Do I need to create 2 queues for them by using different

Re: [otrs] change the default Next state

All, I also have a problem in next state. When the sticker initiator replys a mail after the ticket is closed, the ticket becomes open again. Which option can rectify this issue? Thank you. Date: Thu, 20 Nov 2008 21:42:34 +1100 From: [EMAIL PROTECTED] To: otrs@otrs.org Subject: Re: [otrs]

Re: [otrs] Tickets allocation with a queue

allocation with a queue Den 14/11/2008 kl. 16.10 skrev David Eco: Hi, appreciated if any body can advise if OTRS has ticket distribution function within a queue. It hasn't. Either let your agents assign tickets by themselves or have a supervisor do it for them. -- Lars

Re: [otrs] Tickets allocation with a queue

Hi, appreciated if any body can advise if OTRS has ticket distribution function within a queue. Thanks. From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: Wed, 12 Nov 2008 23:31:32 -0500Subject: [otrs] Tickets allocation with a queue Hi all,I created a queue with 3 users(agent) in OTRS. Now,

[otrs] Ticket subject format

Hi, How to change the subject format of the update tickets? Now it shows like [Ticket#20081025] [[...]‏. I think it got duplicated subject from every update/follow up tickets. Thanks David _