Moreover, I'd say your proportion of viruses from people logging in and
sending a ticket is significantly lower than what you could expect
coming in via email from the web. Taking the correct precautions as far
as preventing attaching 'risky' filetypes makes good sense, and in the
worst case I'd
Basically the same way you deal with spam to any other email account.
Server-side spam checking is to go.
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
abre...@spcinternacional.com
Sent: Thursday, 18 March 2010 5:05 AM
To: otrs@otrs.org
You could change the links to have them open in something like Google
Docs. It's not a bad way to go, and if you wanted to do it in a hurry
there are plugins for a lot of browsers that'll do it client-side for
you.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Justin
Yes, server is best suited to the task since you don't end up with most
of the desktop packages that you wouldn't need.
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Neil Grantham
Sent: Thursday, 18 February 2010 7:34 AM
To: OTRS Mailing list
I decided to change the opensearch to do fulltext on my install.
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Alexander Halle
Sent: Tuesday, 16 February 2010 10:42 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs]
Deleted any users from the database lately?
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Calvin Schmidt
Sent: Tuesday, 16 February 2010 1:42 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Getting this error when it's checking the
checking
theincomingmailbox...
Nope, user ids are sequential, all are present. am using LDAP for
authenticating both customers and agents to our domain.
On Mon, Feb 15, 2010 at 10:05 PM, James Morgan
james.mor...@vernet.net.au wrote:
Deleted any users from the database lately?
From: otrs-boun
PostMaster Filter?
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Gazizov Andrey
Sent: Thursday, 11 February 2010 10:58 PM
To: User questions and discussions about OTRS.
Subject: [otrs] Ticket Subject Rules
Hello.
As I understand, GenericAgent
Shankar
From: James Morgan james.mor...@vernet.net.au
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Mon, February 1, 2010 4:12:43 AM
Subject: Re: [otrs] ticket creation using API
It’s indeed possible. You need to call the API via SOAP
log in as
testcustomer1 it still doesn't show any tickets the agents made. Maybe
I have a setting turned off?
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
James Morgan
Sent: Sunday, February 07, 2010 3:24 PM
To: User questions and discussions about OTRS.
Subject: Re
. However, when I log in as
testcustomer1 it still doesn't show any tickets the agents made. Maybe
I have a setting turned off?
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
James Morgan
Sent: Sunday, February 07, 2010 3:24 PM
To: User questions and discussions about OTRS
Personally, Nick, I'd create my own signup script rather than rely on
the one provided. It gives you better control, such as the control you
would like.
Alternately you could consider editing the template to insert a CAPTCHA
section which could help reduce the number of phoney signups. If you
Aron,
I've not heard of anyone doing it before, but that is far from saying it
can't be done! I think this one might be a DIY job for you.
James.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Aron Rotteveel
Sent: Tuesday, 9 February 2010 6:06 AM
To: otrs
The way I tend to do it is to make sure
Ticket::Frontend::AgentTicketNote###State: YES and then add a note to the
ticket indicating why I'm changing the status, and then change the status from
the same screen.
James.
-Original Message-
From: otrs-boun...@otrs.org
They can create tickets via email, or you can use the API to code
something for ticket creation into one of your other systems, or you can
look at single sign-on.
James.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Gregory Heffron
Sent: Tuesday, 9 February 2010
tickets, our agents will make them all. But when I log in as
a customer I know has open tickets it shows as 0 tickets. What should I
do?
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
James Morgan
Sent: Thursday, February 04, 2010 5:16 PM
To: User questions and discussions
not working.Want to know the example given in
otrs(rpc-example) works for only perl/mysql/apache and not for other.
Ravi Shankar
From: James Morgan james.mor...@vernet.net.au
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Mon, February
: ala Outlook (Nils Leideck - ITSM)
5. Re: Next and previous item : ala Outlook (James Morgan)
--
Message: 1
Date: Thu, 04 Feb 2010 08:13:16 +1300
From: Bryan Michael Baldwin baldwin.bryanmich...@gmail.com
Subject: Re: [otrs
Are you trying to log in via the Agent interface rather than the
Customer interface by any chance?
http://your-domain/otrs/customer.pl
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Garren McKelvey
Sent: Friday, 5 February 2010 11:13 AM
To: User questions and
No, not really.
The reason being that the next/previous ticket path isn't always clear.
What *IS* the next ticket exactly? The next unlocked open ticket? The
next ticket locked to them? The next ticket by priority? The next
ticket by last update? The next ticket by creation date?
It's indeed possible. You need to call the API via SOAP. Here's the
first article on a Google search for using SOAP in ASP Classic:
http://www.devarticles.com/c/a/ASP/An-Introduction-To-XML-SOAP-Using-ASP
-and-VB6/
I doubt most people on this list would have written anything for the API
Garren,
You'd need to provide the list with a fair bit more detail to get any
meaningful answers. Here are some starters:
* How does Telesphere store the call recordings?
* Where does Telesphere store the call recordings?
* What does it call them?
* Does
I wish follow-ups on pending tickets didn't change pending tickets to
open. There's nothing more annoying than sending out a bunch of
scheduled works notifications and carefully setting the pending
auto-close timers on the tickets and having replies from customers like
received, thanx and out of
Hi Marko,
No problem, I've uploaded the script to some hosting for you to
download:
http://surveys.altonacitytheatre.com.au/rtbridge/rtbridge.zip
Cheers,
James.
-Original Message-
From: marko.erja...@gov.si [mailto:marko.erja...@gov.si]
Sent: Monday, 4 January 2010 7:03 AM
To: James
That's quite strange, I could swear that my install automatically
populates the customer details using the from: address as the lookup
key.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Aron Rotteveel
Sent: Wednesday, 23 December 2009 10:03 PM
To: User questions and
Hi Richard,
I had the same problem when using OTRS against one of our partner's RT
systems. Our OTRS email address is actually registered as an agent in
RT, so we get a copy of everything noted on tickets, and sent/received
from customers. The only problem with this is that they come through
Out of interest, at what stage of the process do they become question
marks? Does the MTA see them as question marks, or characters in a
different character set?
If so, wouldn't this make filtering for question marks before they hit
PostMaster difficult? Maybe a workaround would be to filter
How much do you like Regex?
Nobody wants to give you the direct answer because it's a fair bit of work that
can pose a risk to your legitimate email, and it's a sign of a wider problem
that probably wants fixing first.
Fix the root cause rather than bandaging it up.
-Original Message-
When doing what exactly? Email reply? Adding a note? A bulk action?
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Doug Hall
Sent: Monday, 23 November 2009 9:41 PM
To: otrs@otrs.org
Subject: [otrs] a message should have a body
Is there a fix for the above.?! All
Sorry, I don't understand the request. Are you wanting to parse the
incoming message and then set FreeText fields accordingly?
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Marco Vannini
Sent: Saturday, 21 November 2009 2:43 AM
To: User questions and discussions
.
On Sun, Nov 22, 2009 at 11:25 PM, James Morgan
james.mor...@vernet.net.au wrote:
Sorry, I don't understand the request. Are you wanting to parse the
incoming message and then set FreeText fields accordingly?
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Marco
Check the mailing list archive - I posted a script that creates a new TN, opens
a new ticket, adds an article and links it to another ticket. It's in PHP, too.
James.
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel
Beijen
Sent:
troubles
Hi James,
James Morgan wrote:
Check the mailing list archive - I posted a script that creates a new
TN, opens a new ticket, adds an article and links it to another ticket.
It's in PHP, too.
James.
found that and tried it. Same error. Even on the init of the soapclient
I get that error
Hi Tony,
I’m in a similar situation to you, but it just has to come back to being
careful with what I update and when. RPM is great and easy, but the price you
pay is often situations like this.
You sound like a pretty cluey guy, so I’m sure you already understand this.
James.
Try the calendar package.
From: otrs-boun...@otrs.org on behalf of m...@timocom.com
Sent: Fri 30/10/2009 6:26 PM
To: otrs@otrs.org
Subject: [otrs] Looking for OTRS features on-call service and shitfworking
hours in Dashboard box
Hello OTRS Mailing-List,
I´m
What version of OTRS and what browser are you using.
You probably shouldn't have a r...@localhost user.
Initial user while ticket is status new and unlocked is meaningless.
James.
-Original Message-
From: Ilya Kornev feldpo...@mail.ru
Sent: Thursday, 29 October 2009 11:53 PM
To: otrs
Hi Jason,
For some reason my OTRS install already had columns for customer_id and
customer_user_id. You put the Department code into customer_id (eg;
ACCOUNTS) and then an individual user tag in customer_user_id.
James.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On
Have a look under responses in the administration area. Remember to assign them
to queues though!
James.
-Original Message-
From: Jason Dupuy it.mana...@globalproductsinc.com
Sent: Thursday, 29 October 2009 3:04 AM
To: User questions and discussions about OTRS. otrs@otrs.org
Subject:
Yes, one simple way is to create a queue for your agents to work in and then a
triage one for the managers. Don't give the agents permission to work on the
triage queue and set the triage queue as default for incoming mail.
Then simply get your managers to move tickets into the agent queues as
Not on the dashboard, but easily done in search.
-Original Message-
From: Jason Dupuy it.mana...@globalproductsinc.com
Sent: Thursday, 29 October 2009 7:45 AM
To: otrs@otrs.org otrs@otrs.org
Subject: [otrs] Dashboard - Closed Tickets Module
Has anyone created a closed tickets section on
it. That's not what i want.
I just want to force them to have one option by default in the TO field and
your way of solving seems to be the only way.
Thanks Regards,
Sarper
On Tue, Oct 27, 2009 at 12:27 AM, James Morgan james.mor...@vernet.net.au
wrote:
To answer your first
,
Sarper
On Tue, Oct 27, 2009 at 12:27 AM, James Morgan
james.mor...@vernet.net.au wrote:
To answer your first question I simply modified the template
for that page to change the combobox to have only one option rather
It depends what data is passed to the template in the first instance. I'm not
sure if full customer information is.
From: otrs-boun...@otrs.org on behalf of Sarper SARIDAL
Sent: Wed 28/10/2009 12:22 AM
To: otrs@otrs.org
Subject: [otrs] Dashboard customization
Head to the preferences page and add the queues you want notification for to
your my queues list.
Then select what type of notifications you want from the same page.
James
-Original Message-
From: Altangerel altangere...@mobicom.mn
Sent: Monday, 26 October 2009 6:57 PM
To: User
queues of other agents by myself (am an
admin).
--
Altangerel Ganbold
James Morgan wrote:
Head to the preferences page and add the queues you want notification for to
your my queues list.
Then select what type of notifications you want from the same page.
James
To answer your first question I simply modified the template for that
page to change the combobox to have only one option rather than
retrieving from the database.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Sarper SARIDAL
Sent: Tuesday, 27 October 2009 2:59 AM
To:
There's a couple of ways you can go about this:
1: Keep tickets locked (set lock timeout for the queue to 0 so tickets
don't unlock) when they are 'assigned'. That way they shouldn't appear
in queueview. This doesn't stop Agents from seeing each other's tickets
if they search though.
2:
Are the auto notifications sent to the original sender AND the new
customer user (as in, the original sender is CC'd)?
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Mohamed-Amine Kadimi
Sent: Tuesday, 27 October 2009 4:43 AM
To: OTRS mailing
-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
James Morgan
Sent: Thursday, 22 October 2009 10:41 AM
To: otrs@otrs.org
Subject: [otrs] SOAP API/PHP Usage - LinkObject
Hi all,
I'm writing some code in PHP at the moment to get one of our other
systems in the organisation to talk
, HRB 34489
Inactive hide details for James Morgan ---22.10.2009 15:01:35---Depends how
tricky you want to be about it. You could start
http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif James Morgan
---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could
start
, HRB 34489
From: James Morgan james.mor...@vernet.net.au
, Gunther Matzaitis
Amtsgericht Düsseldorf, HRB 34489
From: James Morgan james.mor...@vernet.net.au
...@timocom.com
www.TimoCom.com
Geschäftsführer: Jens Thiermann, Gunther Matzaitis
Amtsgericht Düsseldorf, HRB 34489
From: James Morgan james.mor...@vernet.net.au
Hi Todd,
Personally I skipped the procmail step - I just created sendmail aliases that
pipe the emails to PostMaster.pl. It removes a step of complexity.
Something to check is whether you've created email addresses in the admin area,
and then the queues have the correct address. Emails
Depends how tricky you want to be about it. You could start at the cheapest
possible end and run OTRS inside of a frameset with the top frame for your
announcements with a meta refresh tag. From there you could move up to editing
the template to put it at the top of the screen. You could
in php might be able to use the above code.
Kind Regards,
James Morgan
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