Re: [otrs] E-mail notification alert

Hi, 07/09/2015 12:10 - John Koch wrote: Hi,   How can I configure an email notification alert to agents every time a new ticket or a reply to an existing ticket is received? for a new ticket there is a dedicated agent notification.  For a new article (new reply) you could use an event based n

Re: [otrs] Upgrade process from OTRS 3.1.3 -> 5

Hi, 13/10/2015 18:00 - Alex Zimmerman wrote: Due to the nature of our setup in cannot be down for very long, which is why it was left to get so far behind. can you define what "not down for very long" means? Is there a defined timeframe?     The server is currently running on OTRS 3.1.3 on a

Re: [otrs] LDAP, Agent authentication and Customer user backend. Almost running

Well.. OTRS is telling you it is looking for a customer key. Which is an attribute that can be used as a unique identifier for a customer user. Have you consulted the official documentation? [1]http://otrs.github.io/doc/manual/admin/stable/en/html/external-backends.html#ldap-customer-backend --Ma

Re: [otrs] Article Storage Type

Hi, 31/01/2015 17:20 - Ml Ml wrote: Hello,   we startet with otrs and Article attachments are stored in the DB until now. Of course the db is growing and growing we have about 10GB of DB and a backup takes ages ...   Can i now switch to FS based storage and keep the articles until now in the DB?

Re: [otrs] OTRS ITSM and Standard

19/11/2014 12:35 - Finetti Stefano wrote: Hello everyone. I know this may be a stupid question, but I didn't find any specific answer, so...   I have now a standard OTRS without the ITSM features, my employees use it for our Customer Service. Since we also have an IT Department who (i think) wo

Re: [otrs] OTRS Appliance Errors

Hi, if you are still struggling with this issue: Try either a) the OTRS appliance (from otrs.com) or b) use the Turnkey LAMP Stack instead and install OTRS there (so basically what Lars is suggesting) You might also consult the documentation here: [1]http://otrs.github.io/doc/index.html --Mathia

Re: [otrs] Notification to customer on move event

15/11/2014 12:00 - Daniel Litzbach wrote: But AFAIK you can change this in the SysConfig if you would like to.   Regards Mit freundlichen Grüßen Daniel Litzbach correct. It is "AgentSelfNotifyOnAction". But I would not change that on productive as it could create a lot of unnecessary mails, b

Re: [otrs] [Ticket#2014103183000036] How to disable all unlock timeouts

Hi, 31/10/2014 23:30 - Mike Morris wrote: I want to make sure that no locked ticket is ever unlocked by the system as a result of a timeout - so that only Agent actions can result in an unlock. unlock times of tickets is a queue setting. You define it in minutes. If you set the unlock time to 0 n

Re: [otrs] [Ticket#2014092983000016] Notification to customer on move event

Hi, who is the customer? Is it yourself? Event Based Notifications do not work, if the agent and customer user have the same email address. --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.

Re: [otrs] Adding fields

Hi, Am 20.12.13 18:47, schrieb Gerald Young: > Check Kernel/Config/Defaults.pm and copy the entire CustomerUser section > to Config.pm and edit there. > > > On Fri, Dec 20, 2013 at 12:21 PM, Jill Goldstein > > wrote: > > Ok, I’ve gotten the lat/long

Re: [otrs] Pre-populate email addresses

Hi Paul, could you give a little more detail about this? Which addresses do you want to prepopulate? --Mathias Am 17.10.13 13:36, schrieb Paul Simons: Hello Is there any way of pre-populating the To: and CC: fields in a response email? Thanks in advance Paul

Re: [otrs] Possible to see what templates that are used?

Hi, Am 22.08.13 14:24, schrieb Jean BROW: Hi, We use a lot of different templates in OTRS. Is it possible that the agent who work on a ticket could see info about what templates that have been sent out so far on the current ticket? Thanks. you can see this via an SQL query. Check this: wi

Re: [otrs] Installer for Ubuntu Server

Hi, Am 04.08.13 09:55, schrieb Wielbert Collinson: Hi, After lots of request from the forums and suggestions by the developers we have finally moved to Linux. Could you please help on providing me the link to the latest installer of OTRS. Flavour : Ubuntu 12.04.02 64 BIT. Additionally, a