Re: [otrs] Last activity in queue view?

Hi, You could add an extra state like (Developer response) or (Note added) and enable $Self->{NoteSetState}=1 to the config.pm. You can then set this as the default state but when using the first state the support group has to change the state everytime they add a note. I decided to use the (Note

[otrs] Internal-email response sent to customer

arded messages the auto responder sends a "thank you for your follow-up" message to the customer with the content of the internal e-mail. We would like to keep internal communications private, is there a way to configure otrs so no follow-up notices are sent for messages? Regards, Jor

Re: [otrs] is it possible to ignore e-mail where the otrs

Hi Alex, it works like a charm! thank you very much. Regards, Jorick Astrego >Date: Wed, 2 Feb 2005 14:03:10 +0300 >From: Alex <[EMAIL PROTECTED]> >Subject: Re: [otrs] is it possible to ignore e-mail where the otrs >                 address is                 in the cc:

[otrs] is it possible to ignore e-mail where the otrs address is in the cc: field?

that we do not want in our helpdesk system. Is there a parameter in the Config.pm to respond only to the to: address or do we need  to filter these on the mailserver? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box

[otrs] URGENT... after upgrade ticket # starts at 1

I don't know if your problem is already fixed but you can modify the number by simply editing the TicketCounter.log in /otrs/var/log I had the same issue and fixed it this way. Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengeloses

[otrs] Follow up: upgrade problems

button with nothing in the search field. I then got a list of all the customers in the system and could pick one out. Is it correct that this doesn't work anymore in the latest version? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-

[otrs] upgrading problems

notify, q.owner_notify, q.default_sign_key FROM queue q, system_address sa WHERE q.system_address_id = sa.id AND q.id = 14' Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Found no $ID for 3! Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Unknown column 'q.default_sign_key' in 'fie

[otrs] CustomerUsers not visible after upgrading

cket I can search for a customer and it will find it, but when leaving te field blank the dropdown list doesn't appear. Any hints on where to look? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 B

[otrs] Less intrusive escalation

access the queue's normally after that. Sometimes an answer just has to wait longer than the escalation time in our enviroment. Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK  Enschede the Ne

[otrs] Would it be easy to implement delivery confirmation e-mail flags?

I am looking for a way to implement the "delivery confirmation" options on the outgoing otrs mail but don't know where to start looking. Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-75

[otrs] Custom subject for responses

, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK  Enschede the Netherlands Phone          +31 53 4809090 Fax            +31 53 4342040 Internet   http://www.qualityonline.com

[otrs] Mailfilter to Freetext?

in a free text field on the ticket so we can easily search and reference them. How do I configure the filter to get the VIT number and set it in a free text field on the ticket (I assume I need to set a X-OTRS header)? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domin

[otrs] problems with new queue's not showing

ue by hand from the sql table but somehow newly created queues now don't show up anymore. Is there a way to repair this problem, where is the info for change queue pulled from? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestra

[otrs] clone customer

whereafter I could modify the username and login. This is extra work now because I added multiple extra fields like company address, account manager, project manager, etc. Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box

[otrs] e-mail reporting off open tickets

Hi all, Is there a way to have weekly reports sent by e-mail that list all open tickets of a customer? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK  Enschede the Netherlands Phone

Re: [otrs] Is it possible to re-open closed tickets

from Mattew in a message later makes me wonder if we really want to re-open the tickets. I think I better instruct everyone not to close tickets to soon but put them on auto close and open a new ticket for a problem that isn't fixed afterall. They just have to put in a reference to the older

[otrs] Is it possible to re-open closed tickets

We have some tickets that were closed but after a couple of days there some issues came up. I would like to re-open the tickets and finish them correctly. Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL

[otrs] Customer receives thank you for your email message when using phone view

When we use the Phone button to open a new ticket for a customer, they receive an email message with "thank you for your email, you have been assigned ticket no." or someting like that. How do I modify this message to reflect that it was a phone entry? Regards, Jorick Astrego IBM

[otrs] How do I make a picklist from a field

. Any tips? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK  Enschede the Netherlands Phone          +31 53 4809090 Fax            +31 53 4342040 Internet   http://www.qualityonline.nl