Thanks everybody for the responses.
As I thought, there are no other suitable solutions.
Michiel Beijen's suggestion is not allowed by current policies.
I'll take a look at LNGS, as Patrick suggested, however I'll try to press for
relaxing company policies.
I really appreciate your help
Hi there,
can anybody give me some hints on how to set up CTI integration through
TAPI? Some starting point to begin with? Do I need to set up something on
the OTRS to listen to TAPI calls?
Thank you for any reply.
- Original Message -
From: Gabriele D'Andrea gabriele.dand
Hello everybody,
I'm interested in the integration of OTRS with a PBX via CTI/TAPI, but I
still cannot find any documentation about it. Can anyone give some hints
about it?
--
Gabriele D'Andrea
Tel. +39 085 9431161 . Fax +39 085 9431162 . gabriele.dand...@ecohmedia.com
problem for HP Openview ServiceDesk at my
previous job, we had to intergate with the HP OV SD user interface.
I hope this gives you a right vector to search.
Regards,
Anton.
2008/12/17 Gabriele D'Andrea gabriele.dand...@ecohmedia.com
Hi,
we need to integrate OTRS so that, when
: Anton Gubar'kov
To: User questions and discussions about OTRS.
Sent: Wednesday, December 17, 2008 10:03 AM
Subject: Re: [otrs] OTRS/CTI integration
Hello, Gabrielle.
Could you describe an integrated process briefly?
Regards, Anton.
2008/12/17 Gabriele D'Andrea gabriele.dand
, we had to intergate with the HP OV SD user interface.
I hope this gives you a right vector to search.
Regards,
Anton.
2008/12/17 Gabriele D'Andrea gabriele.dand...@ecohmedia.com
Hi,
we need to integrate OTRS so that, when a phone call is received, a
ticket
is automatically created
Be sure that the queue in which new tickets are created is selected under My
Queues.
- Original Message -
From: Aysel Pamuk
To: User questions and discussions about OTRS.org
Sent: Monday, January 07, 2008 9:22 AM
Subject: RE: [otrs] Notify the agent by e-mail when a new
: Gabriele D'Andrea [EMAIL PROTECTED]
Subject: Re: [otrs] How an agent can see notifications of his tickets
generated as customer?
To: User questions and discussions about OTRS.org otrs@otrs.org
Message-ID: [EMAIL PROTECTED]
Content-Type: text/plain; format=flowed; charset=iso-8859-1;
reply-type=response
a hp blade server, but had a
test system running on a standard dell desktop (dimension e520) and
had no problems there.
Gr.
Peter
2008/1/2, Gabriele D'Andrea [EMAIL PROTECTED]:
What Windows OS are you using?
Previously I was running a test environment on a Windows XP box, and
sometimes I had
Donnow if it's the right way, but I've configured my system this way:
for every agent that needs to be customers as well, I created a
corresponding customer (same username and e-mail address), this way I can
assign different permissions (customer related and user related).
Hope this helps
I think the best solution is to query the database directly.
Take a look at ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.2-database.png (check
the right version of your OTRS) for the database schema.
Gabriele
- Original Message -
From: Clemens Zimmermann
To: otrs@otrs.org
Sent:
What Windows OS are you using?
Previously I was running a test environment on a Windows XP box, and
sometimes I had to restart Apache, seemed like it took most of the system
memory then stopped responding. However it was only notebook with little
resources, and I didn't troubleshoot it cause
Hi Tabitha,
I believe it's possible to do what you want, but it's a bit more complex than a
simple query.
You should do something like this:
browse the ticket_history table in order to find the events you're looking for
based on the history_type_id (which refers to a series of predefined events
Yeah, this is possible.
Moreover, if you properly configure the auto-reply and notifications
functions, it' sufficient to write emails to otrs only, then the customers
and/or the agents will be notified by mail by the system itself.
Only, the agents still need to login to the system to close
PM
Subject: Re: [otrs] what is pending autoclose+/- ?
В сообщении от Wednesday 12 December 2007 17:41:33 Gabriele D'Andrea
написал(а):
pending autoclose+ = ticket autoclose with state closed successful
pending autoclose- = ticket autoclose with state closed unsuccessful
thanks, Gabriele
Kernel/Config/Files/ZZZAAuto.pm much of the same
stuff that is in Kernel/Config/Defaults.pm and changing
$Self-{'DefaultTheme'} = 'Standard';
to my new theme name seemed to work.
It's beacause ZZZAAuto.pm overwrites settings in Defaults.pm
- Original Message -
From: Steve Clark
State type is 'Closed'
State names of type closed are 'Closed Succesful', 'Closed Unsuccesful', etc.
- Original Message -
From: Gustavo Azambuja
To: User questions and discussions about OTRS.org
Sent: Thursday, December 06, 2007 10:48 AM
Subject: Re: [otrs] Sending
Hi Brett,
According to the manual, this is the final portion of the procedure
a.. If a new priority was added or if a priority was changed, this changes
also have to be set in the config file of OTRS or via the SysConfig interface:
[...]
# PostmasterDefaultPriority
#
, I just don't understand how to tally up
the time spent..)
Rght now they are using a really inefficient Perl Tokeparser script to
generate the stats from OTRS itself. My SQL (no pun intended) one works in
seconds and is slowly starting to produce the same results...
rgds
Frank
Gabriele
Hi,
as far as I remember, customers can open ticket only in the queues they
belong to, so if customer X can only see queue XCompTickets, it can only
open new tickets in that queue.
You need to configure it at queue level (create a group XGroup which is
assigne to XCompTickets, and insert all X
hmm, I've wrtitten a stat script too, and I haven't noticed this strange
behaviour.
If you view the ticket as closed in the web interface, then it should be
closed in the database too, maybe it's just an error in your script.
To be sure of that, look at TICKET_STATE_ID in table TICKET.
Hope
Maybe you can't use
However you must search for statusview
For your convenience the right page in SysAdmin is
Frontend::Agent::Ticket::ViewStatus
where you must enable the setting
Frontend::Module###AgentTicketStatusView
Bye
Gabriele
- Original Message -
From: Daniele [EMAIL
Sorry, the right page is
Ticket - Frontend::Agent::ModuleRegistration
Gabriele
- Original Message -
From: Gabriele D'Andrea [EMAIL PROTECTED]
To: User questions and discussions about OTRS.org otrs@otrs.org
Sent: Wednesday, November 21, 2007 12:56 PM
Subject: Re: [otrs] retrieve closed
] retrieve closed ticket
Thank you Gabriele
but I tried to write some stings but every time I got the same error, also
if I only enter a single character like a
Daniele
Gabriele D'Andrea ha scritto:
Maybe you can't use
However you must search for statusview
For your convenience the right page
A company is not a group, but customers of that company belong to groups, so
you must add all company users to a group which only can access company
queue.
Let me try to be clearer: you should organize your groups, creating a
company group for a every company queue and link to it. Then assign
Well, there is no such parameter in sysconfig, so you would have to change the
code in order to achieve this
Gabriele
- Original Message -
From: Mikkel Nielsen
To: User questions and discussions about OTRS.org
Sent: Thursday, November 15, 2007 5:54 PM
Subject: [otrs] View
214
Fax: +45 70 213 215
Mail: [EMAIL PROTECTED]
Web: wwi.dk
Fra: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] På vegne af Gabriele D'Andrea
Sendt: 16. november 2007 20:19
Til: User questions and discussions about OTRS.org
Emne: Re: [otrs] View after move.
Well
For the priority question, take a look at the manual,
Chapter 11. Modifying ticket priorities
http://doc.otrs.org/2.1/en/html/c1668.html
Gabriele
- Original Message -
From: Mujtaba Karim
To: otrs@otrs.org
Sent: Wednesday, November 14, 2007 6:00 AM
Subject: [otrs] critical
some
remote agents being able to send answers through email without checking
the web interface, and customers receiving that at their mailboxes as
well. Can you help me with that?
Thanks in advance!
Gabriele D'Andrea escribió:
I configured a PostMaster Filter in order to do that:
for every
for this!
Unfortunately it doesn't seem possible to actually find out the name of
the
response used for an article sent by an agent, or am I somehow
misunderstanding the tables?
Thanks again!
Tabitha
=
Date: Wed, 7 Nov 2007 14:56:42 +0100
From: Gabriele D'Andrea [EMAIL
I configured a PostMaster Filter in order to do that:
for every mail coming from our domain, I set the headers
X-OTRS-SenderType
and
X-OTRS-FollowUp-SenderType
to the value
Agent
Bye
Gabriele
- Original Message -
From: Ignacio Sbampato [EMAIL PROTECTED]
To: otrs@otrs.org
Sent:
You have got to query the database directly to do this.
First you got to understand the database structure
Take a look at
ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png
As a quick suggestion, you could point attention to the article table: here you
find the different notes, replies etc.
Yea, or into whatever sql client you're confortable with.
Gabriele
- Original Message -
From: Agim Cami
To: otrs@otrs.org
Sent: Friday, November 02, 2007 10:35 AM
Subject: [otrs] Re: Stats reports ? (Gabriele D'Andrea)
This SQL query must be applied into SQL box under
in advance,
Mikhail
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Gabriele D'Andrea
Sent: woensdag 24 oktober 2007 12:43
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Remove lock option from tickets
Maybe you are making confusion
It all depends on how you are going to manage your tickets.
Many actions automatically lock tickets, and often the agent doesn't even
know he has locked it.
Two agents working on the same ticket at the same time may not be an issue,
depending on many factors (number and location of agents,
Setting the ticket in pending state (e.g. pending reminder) doesn't stop the
solution time?
Gabriele
- Original Message -
From: Damien BASTIE [EMAIL PROTECTED]
To: User questions and discussions about OTRS.org otrs@otrs.org
Sent: Thursday, October 25, 2007 12:21 PM
Subject: Re:
Customers can open new tickets by mail even if they don't have a login.
Gabriele
- Original Message -
From: Srinivasa Chaganti
To: otrs@otrs.org
Sent: Thursday, October 25, 2007 6:03 PM
Subject: [otrs] Customer can post ticket with notification to agent without
creating
Can you explain? I'm sorry but I can't understand what you are looking for
Gabriele
- Original Message -
From: Mujtaba Karim
To: otrs@otrs.org
Sent: Wednesday, October 24, 2007 10:03 AM
Subject: [otrs] An issue
HI I have a small issue
What I want is that when I close
Yea, I did it.
In SysConfig, you must disable RequiredLock in these pages
Frontend::Agent::Ticket::ViewBounce
Frontend::Agent::Ticket::ViewClose
Frontend::Agent::Ticket::ViewCompose
Frontend::Agent::Ticket::ViewForward
Frontend::Agent::Ticket::ViewMerge
Frontend::Agent::Ticket::ViewPending
from POP3 account (Peter Hoogkamer)
4. An issue (Mujtaba Karim)
5. Re: An issue (Gabriele D'Andrea)
6. one more thing (Mujtaba Karim)
--
Message: 1
Date: Tue, 23 Oct 2007 15:02:32 -0400 (EDT)
From: Tuc at T-B-O-H.NET
You could set some filter on incoming e-mails, trying to enable some
features by means of pre-defined codes:
for example, a text in an agent to close ticket, and so on.
However I believe this is not a comfortable solution...
Gabriele
- Original Message -
From: Oleg Polovinkin [EMAIL
I wrote a SQL query to do that.
This one queries the database for all closed succesful tickets, calculating the
time between creation and closing.
SELECT tn, customer_id, create_time, freetime1 AS real_close_time,
DATEDIFF(freetime1, create_time) AS open_days, TIMEDIFF(freetime1, create_time)
: Gabriele D'Andrea
To: User questions and discussions about OTRS.org
Sent: Tuesday, October 23, 2007 2:16 PM
Subject: Re: [otrs] Stats reports ?
I wrote a SQL query to do that.
This one queries the database for all closed succesful tickets, calculating
the time between creation
Hi,
I want to grant some users the permission to take ownership of tickets, but
not the permission to assign tickets to other agents.
Is this possible
Thanks for replies
Gabriele
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive:
Re: [otrs] migrating otrs 2.0.4 to linux from windowsHi
default is not using ArticleStorageFS, in OTRS 2.1.7 this can be set in
sysconfig
Ticket - Core::Ticket
Ticket::StorageModule:
Bye
Gabriele
- Original Message -
From: Isaac Gonzalez
To: User questions and discussions about
Take a look at SysConfig
Ticket - Frontend::Agent::Ticket::ViewCompose
Ticket::Frontend::ResponseFormat:
to customize response format
Gabriele
- Original Message -
From: Kamal
To: otrs@otrs.org
Sent: Wednesday, October 03, 2007 9:18 PM
Subject: [otrs] Customized Response
Iit's a queue specific option. In the queue admin, enable the Follw Up
Option (should be on by default). This means that, if someone sends a
followup to closed ticket, it automatically gets reopened. In addiction you
can choose to reassign the ticket to the last owner enabling Ticket Lock
Have you selected the right system address for the new queue?
- Original Message -
From: Christian Petrou
To: 'User questions and discussions about OTRS.org'
Sent: Wednesday, September 26, 2007 11:11 PM
Subject: [otrs] Can't use from: ERROR
Can anyone point me in the
Iit's a queue specific option. In the queue admin, enable the Follw Up
Option (should be on by default). This means that, if someone sends a
followup to closed ticket, it automatically gets reopened. In addiction you
can choose to reassign the ticket to the last owner enabling Ticket Lock
After a
Have you selected the right system address for the new queue?
- Original Message -
From: Christian Petrou
To: 'User questions and discussions about OTRS.org'
Sent: Wednesday, September 26, 2007 11:11 PM
Subject: [otrs] Can't use from: ERROR
Can anyone point me in the right
HI everybody,
last week I experienced a strange behavoiur of OTRS.
One of our agents had problems creating new Phone Tickets:
he received an error and the follwing entries were logged
Sep 19 21:01:06 otrs OTRS-CGI-10[7579]:
[Notice][Kernel::System::Ticket::TicketCreate] New Ticket
on CustomerPanelOwnSelection, drop-down menu on NewTicket
page of customer's frontend is displaying a '-' selected by default. It is
needed to choose the right queue, then page is refreshed and queue is selected.
BR,
Laurent MINOST
Le jeudi 13 septembre 2007 à 13:52 +0200, Gabriele D'Andrea a écrit :
Which
As far as I rememeber, it's just a matter of permissions.
You must assign permissions to customers only for their company's queue. That
way, when they open a new ticket via the customer web interface, they only see
the assigned queue, for they got no read permissions to the other queues
Bye
Assign the usr to a group that only have access to that queue
Take a lokk at the manual
Managing Users Groups and Roles
- Original Message -
From: Mujtaba Karim
To: otrs@otrs.org
Sent: Wednesday, September 12, 2007 12:46 PM
Subject: [otrs] How can i lock a user to just one
i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use
Telephone Tickets ) have the same Type ( Problem ) and go the same Queue. But
in OTRS the preselcetion for those Fileds is - and you have to Click on
Problem and the right Queue.
Look if there are some options to
when drop-down menu is displayed
That's why I did some modifications on the code :(
Best regards,
Laurent MINOST
Le jeudi 13 septembre 2007 à 10:48 +0200, Gabriele D'Andrea a écrit :
i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly
use Telephone Tickets
Got to modify the following file
otrs/Kernel/Output/HTML/Standard/css.dtl
lines starting with .PriorityID-
- Original Message -
From: Buechling, Thomas [EMAIL PROTECTED]
To: otrs@otrs.org
Sent: Tuesday, September 11, 2007 9:30 AM
Subject: [otrs] Colour of Ticket View
Hi!
After
Hi,
did someone find a work-around for this?
- Original Message -
From: Emily Flynn
To: otrs@otrs.org
Sent: Wednesday, July 04, 2007 4:48 PM
Subject: [otrs] mulitiple attachments
Hi,
I'm entering some articles into our FAQ, but I can only seem to attach one
file
to 5 and rename them.
-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Auftrag von
Gabriele D'Andrea
Gesendet: Dienstag, 11. September 2007 10:25
An: User questions and discussions about OTRS.org
Betreff: Re: [otrs] Colour of Ticket View
Got to modify
You need to configure the signature in the admin area: either modify the
default signature, or create a new one (then link it to the appropriate
queues in the queue page).
Gabriele
- Original Message -
From: Edward Kovarski [EMAIL PROTECTED]
To: otrs@otrs.org
Sent: Friday, September
3 There is this issue in customer ticket view that all the correspondence
comes in tree view and not listed down so I can view all the history of
ticket in one
Like this is what I getwhat is required is to modify this so I can view
them all in one go
In the admin area, go to
10 septembre 2007 à 12:28 +0200, Gabriele D'Andrea a écrit :
3 There is this issue in customer ticket view that all the
correspondence
comes in tree view and not listed down so I can view all the history
of
ticket in one
Like this is what I getwhat is required
If you mean the title of the ticket, just add a note and change the title
field
Gabriele
- Original Message -
From: Scott Plough [EMAIL PROTECTED]
To: OTRS Mailing_List otrs@otrs.org
Sent: Tuesday, August 28, 2007 9:53 PM
Subject: [otrs] Edit Subject in workorder
Is there a way an
of 2.2.2 bug ?
BR,
Laurent MINOST
Le samedi 25 août 2007 à 12:16 +0200, Gabriele D'Andrea a écrit :
Yeh you are right, now I marked my bug asd invalid and closed it.
Gabriele
- Original Message -
From: André Bauer [EMAIL PROTECTED]
To: User questions and discussions about
Hi Martin,
I've found the current FAQ links to notification parms
For OTRS 2.1
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=70
For OTRS 2.2
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=186
Bye
Gabriele
- Original Message -
From: Martin Hamant [EMAIL
Same problem with version 2.1.7.
Any news about it?
- Original Message -
From: Edward Kovarski [EMAIL PROTECTED]
To: otrs@otrs.org
Sent: Sunday, August 26, 2007 6:16 PM
Subject: [otrs] Subject in FollowUp
Has anyone noticed that subjects on FollowUps in the v2.2.2 are
somewhat
Open SysConfig in the admin Area
Got to Framework - Core
Edit FQDN: Full qualified domain name of your system.
Insert the FQDN of your server.
Gabriele
- Original Message -
From: Andrew Meyer
To: otrs@otrs.org
Sent: Monday, August 27, 2007 5:45 PM
Subject: [otrs] http
not properly working
Guten Tag Gabriele D'Andrea.
Maybe it would be a good idea to close the bug report for 2.1.7 ;-)
--
Mit freundlichen Grüssen
André Bauer
System: Debian 3.1 / Apache 2.0.54 / MySQL 4.0.24 / OTRS 2.0.4
Well, in effect in OTRS 2.1.7 the function works correctly, if I add
Well, in effect in OTRS 2.1.7 the function works correctly, if I add the
reject automatic response to the queue, the customer gets informed that the
ticket has been rejected, and the ticket stays closed.
I reported a bug for 2.1.7, cause I thought that a rejected message
shouldn't be attached
Well, there isn't a specific notifcations for ticket closing, but there is
notication for ticket change state, so every time a state changes, the
customer gets notified, so even when a ticket is closed.
Gabriele
- Original Message -
From: Julien Munch2001 [EMAIL PROTECTED]
To:
For the 2nd one, default ticket status can be changed withinsysconfig, too.
But i don't remeber where i found it ;)
- Original Message -
From: Markus Uelzer
To: User questions and discussions about OTRS.org
Sent: Wednesday, August 15, 2007 9:38 AM
Subject: Re: [otrs]
For the 2nd one, default ticket status can be changed within sysconfig,
too. But i don't remeber where i found it ;)
Youn can change that in
Ticket - Frontend::Agent::Ticket::ViewCompose
editing the field
Ticket::Frontend::AgentTicketCompose###StateDefault:
Default next state if a ticket is
rejected.
It could be a bug with Follow-up feature ?
BR,
Laurent
Le jeudi 02 août 2007 à 12:31 +0200, Gabriele D'Andrea a écrit :
I'm running OTRS 2.1.7 and I' ve configured my queues so that follow ups for
closed tickets are rejected.
Yesterday, I received a followup for a closed
maybe you have to edit otrs\Kernel\Config\Files\Ticket.xml
try give it a look
Gabriele
- Original Message -
From: Dan King
To: User questions and discussions about OTRS.org
Sent: Wednesday, August 01, 2007 5:31 PM
Subject: [otrs] Customer comment field.
I would like to
-archive.com/otrs@otrs.org/msg06237.html
Thanks for any help
--
Gabriele D'Andrea
___
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Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support
be configured to send out only one
email per error to your OTRS queue?
Gabriele D'Andrea wrote:
some servers that we manage, are configured to send automatic
emails on errors: when an error occurs, a mail i s sent every 5
minutes.
My boss asked me to integrate these warnings in OTRS, so that a new
About performances, you can look in the admin book, there's a chapter about it.
To close all open ticket in a queue, you can use GenericAgent instead.
Bye, Gabriele
- Original Message -
From: Yael Naveh
To: otrs@otrs.org
Sent: Monday, July 30, 2007 7:59 AM
Subject: [otrs]
Thnk you very much, got it working
Gabriele
- Original Message -
From: Torsten Thau [EMAIL PROTECTED]
To: User questions and discussions about OTRS.org otrs@otrs.org
Sent: Saturday, July 28, 2007 11:34 AM
Subject: Re: [otrs] change colors for ticket priority
-BEGIN PGP SIGNED
someone give me some guidelines about this, or a
better way to filter automatic mails?
Thanks a lot
Gabriele
--
Gabriele D'Andrea
Tel. +39 085 9431161 . Fax +39 085 9431162 . [EMAIL PROTECTED
it is to modify
the TicketType,
This is possible?
Saludos cordiales,
Luis Torres Quiñones
--
De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Gabriele D'Andrea
Enviado
- Original Message -
From: pri pri
To: otrs@otrs.org
Sent: Wednesday, July 25, 2007 11:20 AM
Subject: [otrs] using postmaster filters
i tried to set filters for moving tickets automatically inside the system.
that is i set priority and set it to a particluar queue if
know.
thank you
From: Gabriele D'Andrea [EMAIL PROTECTED]
Reply-To: User questions and discussions about OTRS.org otrs@otrs.org
To: User questions and discussions about OTRS.org otrs@otrs.org
expression you mean. because i tried *
and it doesnt work.
thank you
From: Gabriele D'Andrea [EMAIL PROTECTED]
Reply-To: User questions and discussions about OTRS.org otrs@otrs.org
To: User
I think you should read the example to customize user data in the documentation
http://doc.otrs.org/2.1/en/html/x1482.html
Example 9-1. Configuring a DB customer back-end
I think you should only modify Kernel/Config.pm in the following line
# var, frontend, storage, shown (1=always,2=lite),
You can edit or add ticket status in the admin area, through the STATUS link
Gabriele
- Original Message -
From: Luis Torres Quiñones
To: 'User questions and discussions about OTRS.org'
Sent: Tuesday, July 24, 2007 12:45 AM
Subject: [otrs] change ticket status
Hi,
Re: [otrs] Email ticket templatesI'm using v 2.1.7. To create a default
template for new tickets created by agents through the web interface, you
should use SysConfig to edit the default configuration
For new Email Tickets, open
Ticket - Frontend::Agent::Ticket::ViewEmailNew
and edit the
Problem solved:
I modified the file Ticket.xml in Kernel/Config/Files
adding the param TextArea to Ticket::Frontend::AgentTicketPhone###Body
Gabriele
- Original Message -
From: Gabriele D'Andrea
To: User questions and discussions about OTRS.org
Sent: Tuesday, July 03, 2007 5:32
Hello,
how do I change the default colours for highlighting tickets based on
priority?
i.e. Tickets with high priority are showed in red, where do I link colors
and priorities?
--
Gabriele D'Andrea
___
OTRS mailing list: otrs - Webpage: http
Did you remember to insert the newly created users to the xyz queue, and to
select the xyz queue into MyQueues for the new users?
Gabriele
- Original Message -
From: Munawar Zeeshan [EMAIL PROTECTED]
To: 'User questions and discussions about OTRS.org' otrs@otrs.org
Sent: Saturday,
If a ticket is closed it's removed from the queue view, but you can still
watch it under the Status/View icon, provided you enabled it in SysConfig,
or you can search for closed tickets in Search view
Gabriele
- Original Message -
From: Munawar Zeeshn [EMAIL PROTECTED]
To: 'User
You can customize the pre-defined Response, Auto-responses and Auto-replies in
the Admin-Area of OTRS
Gabriele
- Original Message -
From: Yael Naveh
To: otrs@otrs.org
Sent: Tuesday, July 17, 2007 3:18 PM
Subject: [otrs] Customer Quoted text move to the bottom
Hi List,
The easiest way to change the FQDN, is to change it in SysConfig -
Framework - Core (without having to edit config files manually)
SysConfig is accessible via web interface, in the Admin Area.
Gabriele
- Original Message -
From: Sanson, Rick [EMAIL PROTECTED]
To: otrs otrs@otrs.org
Have you tried using blank password for user root on installing OTRS
database?
A s far as I remmeber, when I installed a test version on a Windows machine,
it seemed that installer didn't change the root mysql password, even if it
prompted me for a new one, so I had to use the default blank
You can insert one or more system email addresses in Admin - Email Addresses
Then you can link email addresses to queues in Admin - Queue
Gabriele
- Original Message -
From: pri pri
To: otrs@otrs.org
Sent: Friday, July 06, 2007 5:46 PM
Subject: [otrs] default e-mail address
(Default: No)
But nothing happens, the system keeps sending emails to every address it
receives messages from.
Is this a bug? (I've given a quick look to bugzilla but couldn't find nothing
related)
--
Gabriele D'Andrea
Tel. +39 085 9431161 . Fax +39 085 9431162 . [EMAIL PROTECTED
- Original Message -
From: Dan King
To: User questions and discussions about OTRS.org
Sent: Friday, July 06, 2007 5:58 PM
Subject: RE: [otrs] default e-mail address
Hello,
I think there are two places to change this. I'm not sure which is truly
correct. The first
Since it is a web application, you don't have to change your clients' settings,
they simply need to login to the otrs web page via browser
Gabriele
- Original Message -
From: pri pri
To: otrs@otrs.org
Sent: Thursday, July 05, 2007 11:10 AM
Subject: [otrs] otrs on network
then browse to Framework = Core::Ticket
edit FQDN
Of course you'll have to configure a DNS server to point to the server
thank you
Not at all, bye
Gabriele
From: Gabriele D'Andrea [EMAIL PROTECTED]
Reply
I've made an error
you'll have to browse to Framework = Core (not core::ticket)
Bye
- Original Message -
From: Gabriele D'Andrea
To: User questions and discussions about OTRS.org
Sent: Thursday, July 05, 2007 12:31 PM
Subject: Re: [otrs] otrs on network
- Original
, either in the Admin
Area or configuring the GenericAgent.pm file, but I ignore the specific
parameters related to Ticket Watcher and Responsible
Can somebody help?
--
Gabriele D'Andrea
Tel. +39 085 9431161 . Fax +39 085 9431162 . [EMAIL PROTECTED
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