Re: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress

Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Grzella, Mark Gesendet: Freitag, 31. Januar 2014 15:42 An: User questions and discussions about OTRS. Betreff: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress Hey all, i need an advice regarding otrs

[otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress

Hey all, i need an advice regarding otrs postmaster filtering. Task is to set the proper customer identification to the email address listed in CC on an inbound e-mail. As we are getting mails via different communication channels, we can get e-mails that are not directly send to otrs from the or

Re: [otrs] Locked tickets - how to disable

Hey Jean, As I was facing a scenario similar to the one that you describe, I just created a proper cron job which runs in certain intervals and unlocks all tickets in status "locked". Simple but effective solution against agents forgetting to unlock tickets at the end of a day J Wit

Re: [otrs] Ticket Alerts

Hey Garabed, you wrote earlier: Could the reason it is not changing the states because I have not added the state in the config somewhere? I was reading and am a little confused where you are supposed to add new states. I went into the db and added the state, added in admin state as w

Re: [otrs] AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY

Wonder why his mail agents sends this message over and over again... If I am not mistaking outlook just sends an OO notice only once to an unique recipient and not for every single mail. Anyways I guess someone will be a little embarrassed once back from vac :-P mit freundlichen Grüßen Studie

Re: [otrs] Re Ticket Alerts

Hello Garabed, well that´s because your filter is not triggered at all >> Ticket Filter Pending Times = Ticket pending time reached "last 5 minutes" Change this to BEFORE instead of last. Had a similar problem while creating an agent for proper auto close actions. Don´t ask me why it

Re: [otrs] Change owner: make note-internal content optional?

] Im Auftrag von Charles Gesendet: Mittwoch, 20. Juli 2011 15:49 An: otrs@otrs.org Betreff: Re: [otrs] Change owner: make note-internal content optional? On 20/07/11 17:30, otrs-requ...@otrs.org wrote: > From: "Grzella, Mark" > Subject: Re: [otrs] Change owner: make note-internal

Re: [otrs] Change owner: make note-internal content optional?

Hey Charles, why would you like to change the owner without leaving a note for the new owner? Manual owner changes should not be done without a comment in my opinion. Depending on what you are aiming for it could be an option to consider doing an owner change via generic agent instead (which d

Re: [otrs] Employees' Shift Summary

Hey Muhammad, well what you are looking for is actually workforce management. I´d suggest you should start looking for proper software in this area. With kind regards, Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mg

Re: [otrs] is it possible to anonymize tickets?

ticket. (I think that working through generic agents would be somewhat difficult and remove some (a lot) of the ease of use that otrs delivers, but that's just me) -- /Sune T. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Grzella, Mark

Re: [otrs] is it possible to anonymize tickets?

questions and discussions about OTRS. Betreff: Re: [otrs] is it possible to anonymize tickets? Dear Mark, On 22.06.2011, at 16:09, Grzella, Mark wrote: > due to some data security restrictions i would appreciate a possibility to > impersonalize tickets in one way or another. > Why I would l

[otrs] is it possible to anonymize tickets?

Hey folks, following situation: due to some data security restrictions i would appreciate a possibility to impersonalize tickets in one way or another. Why I would like to do that would be another story which is not of relevance here and would take too long to explain. Fact is, that I do

Re: [otrs] OTRS ITSM : computers discovery

Hey all, honestly i do not see the point in pumping up OTRS with an asset management plugin as this topic is quite complex. If you take a look at a global market for ticket and asset tools, you will realize that if a tool combines both features it is either: - lacking basic functions of either

Re: [otrs] How to split a ticket

ly... like y does OTRS create a Phone ticket then?! Thanks and Best Regards, Muhammad El-Sergani. On Tue, Apr 26, 2011 at 3:53 PM, Grzella, Mark wrote: Thought about using the button "split" ? mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleit

Re: [otrs] How to split a ticket

Thought about using the button "split" ? mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de www.studienkreis.de A

Re: [otrs] how does OTRS calculate solution times?

ry table, and to keep things consistent, any related records in the article and article_attachment tables if necessary. Take this with a grain of salt. I'm not a OTRS dev, but I have inserted tickets from one OTRS system into another, and these are the only tables I've needed to modif

[otrs] how does OTRS calculate solution times?

Hey list, i recently "imported" old cases (simply by getting them to the normal importer) and thought that once I would change create_time and create_time_unix in the database accordingly to their original values (the day they had been originally send) everything would be fine. Well actually i