Awesome! It worked brilliantly!
2016-05-30 16:25 GMT+02:00 Renee B :
> See SysConfig option DynamicFieldFromCustomerUser::Mapping
>
> - Renée
>
> Am 30.05.2016 um 16:17 schrieb Lars Jørgensen:
>
> Hi,
>
> Is it at all possible to copy an LDAP field to a dynamic field?
Hi,
Is it at all possible to copy an LDAP field to a dynamic field? It's
important to us that the users' departments are registered on the tickets
for statistical purposes.
We're doing it manually, but it seems absurd when you can see the field in
the Customer Information Sidebar box.
--
Lars
Hi,
We are two people coordinating the work of 14 first and second line support
employees. We would like to be able to dive into a specific queue like
"Printers" and see what is going on in there.
If we use the AgentTicketQueue view we get all the open tickets, but we
need to see the locked ticke
Great! That would do the trick!
2015-01-08 0:09 GMT+01:00 Gerald Young :
> if you change the accept *code* it *activates* again.
>
> On Wed, Jan 7, 2015 at 3:02 PM, Lars Jørgensen wrote:
>
>> Thank you for your quick reply. I tried to fiddle with the
>> CustomerAccept,
in Framework -> Frontend::Customer
>> CustomerPanelLoginURL
>> Edit Config Settings in Framework -> Frontend::Agent
>> LoginURL
>>
>>
>>
>> On Wed, Jan 7, 2015 at 9:23 AM, Lars Jørgensen wrote:
>>
>>> Hi,
>>>
>>> We would li
Yeah. Just select the relevant queues in "My Queues" in the agent
preferences. Then click on Tickets -> Queues.
2014-12-04 16:17 GMT+01:00 John Koch :
> Hello,
>
> Is it possible to have a queue which is a combined list, in chronological
> order, of all tickets in all queues. The purpose of this
Hi Leah,
If you don't have too many clients and they don't change account managers
too often, you could easily achieve this with postmaster filters. You can
filter on "From" address and assign queues accordingly.
Lars
2014-12-11 19:20 GMT+01:00 Leah Kelly :
> Hello,
>
> We are wanting to be ab
Hi,
We would like to be able to give customers a status message if some major
downtime is ocurring. When they login to OTRS it would be nice to let them
know that "file server 1 is down, you don't need to create tickets to that
effect". Also it would be nice is this message is displayed to users
a
t; --Mathias
>
>
>
> 17/10/2014 20:20 - Lars Jørgensen wrote:
> > To do what you need use Notification event and chose Customer as
> > destination for your especific event.
>
> That’s exactly what I did:
>
> 1. I have created a new event in &qu
I don't think it's possible from within OTRS. But you can always access the
database (use a read-only connection) and pull the relevant data yourself.
2014-10-22 16:04 GMT+02:00 Michal Vavak :
> Hi,
>
> I need to create a stats report that would tell me the number of replies
> in specified queues
> To do what you need use Notification event and chose Customer as destination
> for your especific event.
That’s exactly what I did:
1. I have created a new event in "Admin -> Notifications (Event)".
2. In "Events" I have selected "TicketQueueUpdate".
3. In "Ticket Filter" I have selected the
- - - - - - - - -
> Thank you!
>
> Scott R. Morgan
>
>
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lars
> Jørgensen
> Sent: Tuesday, October 07, 2014 3:21 AM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] OTRS
2014-10-06 19:56 GMT+02:00 Scott R. Morgan :
> I am on my second different aws OTRS appliance (previously JumpBox now
> TurnkeyHub OTRS) and am still having a heck of a time getting a functional
> system setup.
>
Are you choosing the appliance for at specific reason? OTRS is not too
hard to get
2014-10-06 15:18 GMT+02:00 Gerald Young :
> I guess. But is the mere act of assigning the queue sufficiently
> repeatable that you don't want to explain this concept in a reply and just
> change queues separately?
>
Yes, it happens a bit. We're not a high volume site, but gets around 50-70
suppo
2014-09-29 18:21 GMT+02:00 Gerald Young :
> Why? If you did this by way of paper, would you send a snail mail envelope
> to the customer telling her you changed folders?
>
No. But that's beside the point.
We have some queues where tickets can end up taking a lot of time. These
queues are for th
Hi,
This should be really simple, but I can't figure out what I'm doing wrong.
I want to send a notification to the customer when her ticket is moved to a
specific queue.
1. I have created a new event in "Admin -> Notifications (Event)".
2. In "Events" I have selected "TicketQueueUpdate".
3. In
Hi,
Is it possible to show accounted time in the ticket overview lists?
--
Lars
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/l
14, 2014 at 4:56 AM, Lars Jørgensen wrote:
>
>> 2014-08-13 16:06 GMT+02:00 Gerald Young :
>>
>> For performance reasons, live data is cached.
>>>
>>
>> That doesn't really answer my question (or I don't understand the
>> answer). Why can'
2014-08-13 16:06 GMT+02:00 Gerald Young :
> For performance reasons, live data is cached.
>
That doesn't really answer my question (or I don't understand the answer).
Why can't "the last xx" include "the current xx" in statistics? The
dashboard stats are generated once an hour - I don't see the p
Hi,
When I select "Last 30 days", for instance, in a statistic to appear on the
dashboard, it doesn't include today. It really is "Previous 30 days". Is
this intentional, or am I missing something? It's not great for a live show
of closed ticket, when you can't see today's action.
--
Lars
-
Okay, I found this:
http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/
This is way more powerful than the template feature but a bit hard to
configure.
Lars
2014/1/7 Lars Jørgensen
> Hi,
>
> Recently upgraded our test system because we want to use the template
> featur
Hi,
Recently upgraded our test system because we want to use the template
feature. While the current implementation is a good idea, we would like the
following things to be added to make it truly useful as a "quick ticket"
feature (we get a lot of "I forgot my password!" phonecalls. Most of them
d
Den 04/01/2014 kl. 16.41 skrev Ralf Mueller :
> If for example the data field in OTRS is named email, but the corresponding
> value is stored in a field called emailaddress in our customer database, how
> can I map the two fields?
Have a look at Kernel/Config.pm. You will see exactly what you n
Den 01/01/2014 kl. 21.07 skrev Leah Kelly :
> Here’s my problem:
> When creating a new email or phone ticket, the 'From Queue' drop-down is
> filled with a list of “<>”s. Each “<>" corresponds to a specific queue -
> whereupon after selecting any given “<>", you can then select an agent in the
Den 22-01-2013 08:18, Lars Jørgensen skrev:
The ticket is closed while in queue B. The customer follows up. The
ticket is not locked to the last owner, but re-opened as unlocked.
Actually, just forget about me. The ticket was never moved to queue B, I
just thought that it was. Just checked
Hi,
A ticket is created in queue A. That queue has "ticket locked after
follow-up" set to "no". The ticket is moved into queue B. That queue has
"ticket locked after follow-up" set to "yes".
The ticket is closed while in queue B. The customer follows up. The
ticket is not locked to the last
uot;;>http://images.company.com/.jpg"> might
> work. Also, check out one of my older posts about overloading the http-link
> in CustomerUser Map: http://forums.otterhub.org/viewtopic.php?f=60&t=7787
>
>
> On Mon, Nov 26, 2012 at 9:44 AM, Lars Jørgensen wrote:
>
; in CustomerUser Map: http://forums.otterhub.org/viewtopic.php?f=60&t=7787
>
>
> On Mon, Nov 26, 2012 at 9:44 AM, Lars Jørgensen wrote:
>
>> Hi.
>>
>> I have this url-thingy: http://images.company.com/login.jpg
>>
>> The "login" part actuall
Hi.
I have this url-thingy: http://images.company.com/login.jpg
The "login" part actually corresponds to what OTRS calls "Login" in the
customer information box. It's a repository of pictures of all our
customers. Well, most of them. In my case, my login is "lajo" so that url
would be http://imag
...@znuny.com>>
Hi Lars,
On 7/5/12 14:55 , Lars Jørgensen wrote:
Normally when I edit a customer, I get this:
normal customer
But with some customers, I get this:
problem customer
What's the difference between these customers?
Nor
Hi,
Normally when I edit a customer, I get this:
normal customer
But with some customers, I get this:
problem customer
What's the difference between these customers?
--
Lars
-
OTRS mailing list: otrs - Webpage: http://otrs.
On 07-10-2011 05:42, Martin Rheumer wrote:
I am very new to otrs and am about to upgrade a 3.0.8 to 3.0.10
installation and was wondering if
anyone has any more to add then simply rpm –Uvh and run the
RebuildConfig.pl script ?
You also need to run otrs.DeleteCache.pl, but that's basically it.
On 28-09-2011 06:34, Henry Devito wrote:
Easiest thing to do is put an index.php file in the web root redirecting.
http://customer.pl>'); ?>
If you don't have or don't want PHP on your OTRS server, you can achieve
the same thing in plain html in an index.html file in the web root:
content="
On 03-09-2011 18:28, Raul Orav wrote:
My vision is that e-shops
order confirmation e-mail is sent to OTRS with correct x-otrs header
information(client contacts, etc). But same email is sent to client
without ticket hook or x-OTRS headers. Now If client answers to his
e-Mail then OTRS doesnt rego
Hi,
Our standard salutation header is "Dear ", but
in some cases when you reply to an article in the ticket, that reply is
not intended for the ticket customer.
Maybe I need an example, because reading what I wrote above I'm not even
sure I get it..
1. Bob opens a ticket. Bob is customer.
On 30-08-2011 16:59, Gerald Young wrote:
http://www.petri.co.il/ldap_search_samples_for_windows_2003_and_exchange.htm
(|(ou=1*)(ou=3*))
Great link, thanks for that. I'll commence testing!
--
Lars
-
OTRS mailing list: otrs - W
On 30-08-2011 16:06, Michiel Beijen wrote:
With the number of agents and tickets you're talking about: 1900 or
5000 tickets or the like on the complete system, you really don't have
anything to worry about; then you can also use a virtual machine ,
assign 4 GB to it and one or maybe two cores, an
On 30-08-2011 14:16, Wagner wrote:
Linux
yes, I was estimating something like in the maximum of 5 tickets per
user per day
And how many users and agents?
If there's not an abnormal bunch of users (less than 2-300 tickets a
day), you can run this on a pretty low-powered system. If you make su
Hi,
We have users in two different OUs that I need to be able to
authenticate to OTRS. What's the easiest/best way to accomplish that?
It's like this:
company
|-1
|-2
|-3
I want to authenticate users from OUs 1 and 3, but not 2.
--
Lars
--
On 30-08-2011 10:29, Neil Simpson wrote:
When we send an email ticket out with an attachment, it goes out with
the attachment. If we try to "forward" that ticket then the attachment
shows as attached (you have option only to delete attachment) but when
sent it does not attach the mentioned attac
On 29-08-2011 19:59, Wagner wrote:
I needing a table, with a number of users or tickets (don't know which
is better to estimate) and the hardware needed to the server, something
like this:
50 agents - ~1 GB RAM, processor Y and X GB HD
100 agens - ~ 2 GB RAM, processor Z and Y GB HD
Windows or
it's using utf-8.
You mentioned changing the templates in otrs admin, where is that an option, i
don't know of anywhere i can do that.
thanks in advance
Neil
On Tue, Aug 23, 2011 at 3:38 PM, Lars Jørgensen mailto:l...@kb.dk>>
wrote:
Hi Neil,
The templates are stored in the
Hi Neil,
The templates are stored in the database - is the db charset also utf-8? MySQL
can be a bitch when you want to convert charsets in the tables. Last time I did
it, I had to create a dump with one charset, drop the database, recreate it in
utf-8 and restore the dump. Also, I had to chang
Hi Steve,
Don't know if there is a way to fix that table, but you might not be too
concerned. This table holds attachments that customers and agents attach to
ticket articles. You might consider storing that in the filesystem instead of
the database ("there's a sysconf setting for that" should
August 11, 2011 2:14 PM
To: otrs@otrs.org
Subject: Re: [otrs] Duplicates... link or merge?
Le 2011-08-11 04:11, Lars Jørgensen a écrit :
>> In 2.3, we used to use merge, but when closing one ticket, the other
>> would need to be closed manually.
>
> As far as I know, you
> In 2.3, we used to use merge, but when closing one ticket, the other
> would need to be closed manually.
As far as I know, you don't need to close a merged ticket. The status "merged"
can be considered as "this ticket is merged into another ticket, and is now
closed". Merged tickets don
: [otrs] "owner" of unlocked tickets
Hi Lars,
maybe you should write a module that handles the TicketOwnerUpdate event...
That module can unlock the ticket whenever it is assigned to User 1
(root@localhost)
- Renée
On 10.08.2011 10:26, Lars Jørgensen wrote:
Hi Gerald,
Just tried, and
ts
If one gives up on the ticket, he should assign the ticket to root@localhost,
and the ticket won't necessarily be locked to root.
On Tue, Aug 9, 2011 at 4:59 AM, Lars Jørgensen mailto:l...@kb.dk>>
wrote:
Hi Michiel,
Problem is, we do need locks and we do need owners. But sometime an
ilable'.
The only drawback I see here is that there is no 'easy' way to see the
previous owner. But I'd say the benefit of having no more confusion
about unlocked tickets with an owner outweighs this drawback.
Any thoughts?
--
Mike
On Mon, Aug 8, 2011 at 15:21, Lars Jørgense
Hi,
One aspect of OTRS that I have to explain again and again is that an unlocked
ticket is in fact unlocked. "But I can see the owner right there! On the
screen! Look!", complains the Agent, and doesn't do anything about the ticket.
Because it is owned by somebody else, right?
Is it possible
]
Sendt: 27. juli 2011 13:22
Til: otrs@otrs.org
Emne: Re: [otrs] MediaWiki access to user database
Hi Lars,
On 27.07.2011 12:30, Lars Jørgensen wrote:
Hi,
We would like to set up a MediaWiki portal for external customers. They are
already registered in OTRS. Would it be possible for MediaWiki to
Hi,
We would like to set up a MediaWiki portal for external customers. They are
already registered in OTRS. Would it be possible for MediaWiki to authenticate
against the OTRS customer database?
I realize this is not an OTRS question, but people here might have used/heard
of this kind of setup
Or use a browser that can convert pop-ups into tabs.
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel
Beijen
Sent: Tuesday, July 19, 2011 1:41 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Disable Popup Windows
Hi
Hi Nathan,
Yeah, you need to install the new crontab. Look at bin/Cron.sh. Running it
without any parameters gives you some instructions.
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nathan
Unsworth
Sent: Sunday, July 17, 2011 5:38 AM
To: otrs@otrs.org
Subject
second notification
to send to external people saying "hi, thanks for logging a ticket,
your reference number is A123" without the link to the customer
portal.
Regards,
Mike
On Tue, Jul 5, 2011 at 17:47, Lars Jørgensen wrote:
> I can't do that, since this installation does
Hi Frank,
How do I get there? I looked at SysConfig -> Frontend::Agent::Ticket::ViewZoom,
but couldn't find anything useful.
Lars
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Frank
Thommen
Sent: Thursday, June 30, 2011 4:12 PM
To: User que
o:cryth...@gmail.com>>:
What I did was tell my lan DNS to point to the same domain name as external.
On Tue, Jul 5, 2011 at 6:38 AM, Lars Jørgensen
<<mailto:l...@kb.dk>l...@kb.dk<mailto:l...@kb.dk>> wrote:
Hi,
We have and internal OTRS site that most of our customers access. The
Hi,
We have and internal OTRS site that most of our customers access. The links to
access their tickets only works on our corporate network.
A few customers are external to our network. The auto replies going to them
also says that they can "click this link to see you ticket". Except, they can'
Hi,
When a customer sends an email to another person and Cc's OTRS to also create a
ticket, attachments to that email does not appear in OTRS.
Before I file a bug on this, I would like to know if this is intended behaviour?
--
Lars
--
Hi Carlos,
A great tool for finding out how to optimize your mysql is mysqltuner.pl. It's
a perl script that checks your setup and makes recommandations for tuning it.
Read more about it at mysqltuner.com.
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Carlos
An
Mike
On Fri, May 27, 2011 at 09:52, Lars Jørgensen wrote:
> Hi Michiel,
>
> Got that, tanks. How about letting the agents change the title field, that
> you also mentioned? Is that possible?
>
>
> Lars
>
> -Original Message-
> From: otrs-boun...@otrs.org [mai
Bump.
No thoughts on this? Should I open a bug?
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lars
Jørgensen
Sent: Friday, May 13, 2011 10:26 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Setting pending states via generic agent does not set
appear in the small view rather than the
subject of the last article; which makes much more sense in my
opinion.
--
Mike
On Thu, May 26, 2011 at 14:06, Lars Jørgensen wrote:
> Hi Michiel,
>
> Could you please elaborate on the "entable title field in the overviews"
> part? Wher
Hi Muhammad,
SysConfig -> Framework -> Core::Sendmail -> SendmailBcc
That's a blind carbon copy, so the To-recipient won't know you did it. Please
use with care.
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Muhammad El-Sergani
Sent: Wednesday, May 25, 2011 9:5
Hi Michiel,
Could you please elaborate on the "entable title field in the overviews" part?
Where does one enable that?
Lars
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel
Beijen
Sent: Wednesday, May 25, 2011 8:08 PM
To: User question
Hi Muhammad,
There's something like it in SysConfig -> Ticket -> Core::Ticket ->
Ticket::DefineEmailFrom.
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Muhammad El-Sergani
Sent: Monday, May 23, 2011 4:01 PM
To: OTRS
Subject: [otrs] "Email sent on behalf of"
Hel
Hi Roy
Changes made in SysConfig (or just about any of the OTRS configuration files)
are reflected in OTRS immediately without the need to restart the webserver.
Lars
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Roy
Kaldung
Sent: Tuesday,
ommon way to address persons on name tags and
such).
* Per-user setting, with system wide defaults?
Please provide your thoughts.
--
Mike
On Thu, May 12, 2011 at 3:29 PM, Lars Jørgensen wrote:
> Hi,
>
>
>
> Can't remember if this has been answered before, so I'm going t
Hi Hugh,
9,000 tickets is nothing. There is a bottleneck somewhere in your setup. Take a
look at load, swap and cpu usage on your server (assuming you're on Linux), and
take a long, hard look at your database. If you're runnning MySQL, I can
recommend mysqltuner.pl (just "wget mysqltuner.pl" an
Hi Muhammad,
That really depends on your hardware. OTRS scales pretty well and a system with
80.000+ tickets is no problem. P
There are a few tweaks available to gain performance on installations with a
lot of tickets. New to version 3 is archiving that can move old tickets out of
the main sco
This seems to be a bug with 3.0.7. All configuration of the AgentToolBar will
be ignored until you go into SysConfig and switch it back on.
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Ralf
Hildebrandt
Sent: Monday, May 09, 2011 4:13 PM
To: o
Hi Charles,
Somebody already pointed you to a patched SOAP module, you can install in OTRS.
Another solution is to install an older SOAP-module via CPAN. When the fixed
version is released sometime, the upgrade is very painless.
perl -MCPAN -e shell
install MKUTTER/SOAP-Lite-0.710.10.tar.gz
An
Hi,
When we move tickets into a specific queue, we want them to be autoclosed after
seven days and the customer notified.
I can accomplish most of this with a generic agent and an event based
notification. Only thing missing is the pending time.
If I manually set a ticket to "autoclose+" I can
Hi,
Can't remember if this has been answered before, so I'm going to try again:
When creating a new ticket and selecting the owner's (agent's) name from the
drop down list, the names are ordered "Lastname Firstname". Is there any way to
change this to "Firstname Lastname"? I've searched through
trates our agents mightily.
Hugh
On Tue, May 10, 2011 at 8:46 AM, Lars Jørgensen mailto:l...@kb.dk>>
wrote:
Hi,
We mainly use the fulltext search field
(Frontend::ToolBarModule###10-Ticket::TicketSearchFulltext) for searching for
tickets when a customer calls in with a ticket number.
If th
Hi,
We mainly use the fulltext search field
(Frontend::ToolBarModule###10-Ticket::TicketSearchFulltext) for searching for
tickets when a customer calls in with a ticket number.
If that ticket number has not appeared in either subject or body of an article
in the ticket, it is not possible to f
sure you can your server operational for a long
time without the need of performing a server upgrade because of
security issues.
Of course, if you really like to be on the bleeding edge, and you have
a business reason for that, choosing Fedora on the servers might be a
valid choice.
Just my € 0.0
Hi Geoff,
If your DB is running MySQL, you can force it to terminate idle connections in
a more timely manner. This is done on the MySQL server.
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Allen,
Geoff
Sent: Wednesday, February 16, 2011 10:15 PM
To: User quest
> Hi, please read
>
> http://distrowatch.com/dwres.php?resource=major&language=EN
Looked at it for fun, and saw this regarding the Fedora distribution:
"Cons: Fedora's priorities tend to lean towards enterprise features, rather
than desktop usability"
How can that be a bad thing for a server op
Hi Nils,
I'll bite. You make it impossible to select a workaround for priority 5
incidents in the servicedesk queue. I'm guessing you want them to be solved in
another way?
Lars
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils
Leideck
Se
prevented you from this particular issue.
--
Mike
On Mon, Feb 14, 2011 at 3:37 PM, Lars Jørgensen
mailto:i...@gyldendal.dk>> wrote:
Got it, it was a change in the theme. I'm running a customized theme, so I
didn't get those changes over.
From: otrs-boun...@otrs.org<
Got it, it was a change in the theme. I'm running a customized theme, so I
didn't get those changes over.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lars
Jørgensen
Sent: Monday, February 14, 2011 2:56 PM
To: User questions and discussions about OTRS.
Subj
SysConfig after upgrade to 3.0.5
Language.pm?
On Mon, Feb 14, 2011 at 8:56 AM, Lars Jørgensen
mailto:i...@gyldendal.dk>> wrote:
Hi,
I get this in Sysconfig after upgrading from 3.0.4 to 3.0.5 today:
[cid:image001.png@01CBCC5B.06DA6F60]
I have seen it before, but forgot how to fix it (it's
Hi,
I moved a queue under one queue to another queue (the queue "DigiZuite" was a
subqueue of "Helpdesk" and was moved to be a subqueue of "Projects"). In Admin
it looks fine:
[cid:image001.png@01CBCC5A.250998E0]
But in the Agent interface, the queue is still under Helpdesk:
[cid:image002.png
Hi,
I get this in Sysconfig after upgrading from 3.0.4 to 3.0.5 today:
[cid:image001.png@01CBCC57.4C63EFB0]
I have seen it before, but forgot how to fix it (it's the "Group %s" thing I'm
talking about).
Any ideas?
Lars
<>-
O
Hi Jurjen,
You can't. The SysConfig option is global.
Or maybe (just thinking out loud now): you can remove QData{"Body"} from
SysConfig, and find some way to include it in the answer from AdminResponse.
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
jverho...@b
Hi Steve,
otrs.RebuildTicketIndex.pl fixed the problem, thanks. I don't know if I missed
that step in the UPGRADING file, or if it's not mentioned there.
Just checked - it's not mentioned. Someone should fix.
Lars
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@ot
Just did a quick check, and yes I have the problem too. I can't freetext search
for tickets created before the upgrade.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Hugh
Kelley
Sent: Monday, January 24, 2011 10:51 PM
To: User questions and discussions about OTRS.
Subje
Hi Gazizov,
If you're using fulltext search, it sounds like you have switched from runtime
to static. Try running bin/otrs.RebuildFulltextIndex.pl
Lars
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gazizov
Andrey
Sent: Monday, January 24, 2
Hi Adina,
Your first question has been answered previously, search the list. Basically
it's a SysConf setting.
As for your second, I don't know. Could it be that your browser does not
support javascript? Have you tried clearing the browser cache or tried a
different browser?
Lars
From: otrs
Hi Michiel,
I'm faced with a similar issue, and I am trying to get the right fields
displayed in the list. I want to see this:
"Lars Jorgensen" (ITLJ)
which amounts to "cn, mail, sAMAccountName". But if I put those in
CustomerUserListFields, I get
"Lars Jørg
Hi,
We're going to look into the ITSM module for OTRS. But before that, I think I
need to get a primer in the ITIL process. Can anybody recommend a good
introductory book (preferably, I seem to learn best from paper for some
reason)? Not the "bible" or "be all end all" of ITIL, just a sort of "
Hi Niels,
Yikes, that is some hairy configuration I hope that I will never have to debug
:-)
But the idea is great, I hope templates make it into OTRS in a more
human-configurable way some time.
Lars
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils
Leideck
Sent:
sed when I fixed the issues...
- Renée
On 07.01.2011 08:34, Lars Jørgensen wrote:
Hi,
Many of our helpdesk issues are the same few requests repeated lots of times. A
forgotten password, a full mailbox, a jammed printer and so on. Sometimes
agents don't create tickets for these, because th
Hi,
Many of our helpdesk issues are the same few requests repeated lots of times. A
forgotten password, a full mailbox, a jammed printer and so on. Sometimes
agents don't create tickets for these, because the work involved is greater
than the solving of the actual problem.
Is there a way to ma
Hi,
I would like to set and unset the Watcher of a ticket by a generic agent. Is
this possible?
Lars
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Hi,
We have about 50 external customers grouped in 10 companies. We want to enable
customer x from company y to see all tickets created by other customers from
company y.
I understand this is done by creating the customers in the OTRS database and
giving customers from the same company the sam
I think it's by design, though I agree it's a really bad idea.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Mark
Shepard
Sent: Monday, January 03, 2011 8:05 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AgentTicketZoom: after page load, auto-scro
Read the UPGRADING file. It has step by step instructions.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Prince
Chavez
Sent: Wednesday, December 29, 2010 11:27 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Migration
Which particular files, and wo
Hi,
I have had a couple of people complaining about not receiving attachments that
I have sent from within OTRS. Checking the logs on the SMTP server I can see
that the emails have a size that must include the attachment. But it is not
there when I open the email in Exchange. This behaviour sta
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