[otrs] Escalation of Tickets although waiting is set

Hi List, I am experiencing a behaviour of OTRS which doesnt make sense to me: - I create a Ticket via "Phone-Ticket" and set the state to "waiting for reminder" with a date (i.e. in 10 days) when creating it - the ticket has "waiting for: 10 days and 23 hourse", BUT also "escalating in: 23

Re: [otrs] Error Messages

LDAP configuration in the default- file. I have not really found some differences, so I used the configuration of the 1.2.2, but now I can not search for customers. Every time I search for some customer-entry, I get this message. Is it maybe more that just a wrong message? Thanks, Matthias

[otrs] "Ticket-Monitoring-Feature"?!?

Dear List, we are using OTRS for managing different support queues. Because of our internal workflows it is often possible that a ticket changes its agent or even queue. At the moment the responsible manager has to make a search query for all tickets of some status and has to lookup for the statu

Re: [otrs] Problems with LDAP UTF8 encoding and german Umlauts

rchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenN

Re: [otrs] Problems with LDAP UTF8 encoding and german Umlauts

> Anyway, if you need business support to get fast and phone help, contact > ((otrs.de)). Sure, if there are really tough things to do we will call, but in my eyes this is just a configuration or documentation problem ;-) Thanks, Matthias Eichler __

[otrs] Problems with LDAP UTF8 encoding and german Umlauts

Dear List, I've just entered all the customerdata from our groupware database into the LDAP directory. The entries went into the LDAP as UTF8 converted strings. Now the CustomerUser function works for searching etc., BUT all german Umlaute are not displayed correctly by OTRS. All other applicati

Re: [otrs] CustomerUser

> IMO, you don't need the extra mail-archive, because OTRS is > the mail-archive (full searchable). Well...but this depends on company-wide decissions which depend on ISO-QM etc.ppso...no questions about this... Matthias -- Matthias Eichler Leiter

[otrs] CustomerUser

Dear List, I want to use the Customer-Feature of OTRS, so our Agents can search through the Customer-Data and do not have to enter everything manually. Now I have come to an conceptional problem: - The "From"-Field should be the customer person who is reporting in, because all the communication

[otrs] Getting Ticket IT out of OTRS through 3rd party software

does this work? Can I or should I manipulate the GA for this? Thanks for you input, Matthias Eichler -- Matthias Eichler <[EMAIL PROTECTED]> kernzeit AG ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pip

Re: [otrs] Integration of Monitoring-Tool into OTRS

criteria (like system hostname, notification status, into the X-OTRS-headers). Then the PreFilter would search through these infos and sorts depending on the X-OTRS-headers and creates a follow-up or closes a ticket depending on these infos. Thank you for your very nice input! Matthias -- Matthias

[otrs] Integration of Monitoring-Tool into OTRS

which analyses the incoming events and inserts directly into the database? - is there any better (generic) API available for OTRS? Thanks for all input! Matthias Eichler -- Matthias Eichler <[EMAIL PROTECTED]> kernzeit AG ___ OTRS mailing

[otrs] root@localhost with ldap

Dear List, I've set up OTRS with LDAP Support. No I've the problem that I cant administrate the setup as the root account [EMAIL PROTECTED] doesn't exist in the LDAP database and should not exist, due to account- name policies, etc. So my question: how to I change the root account of OTRS to any

Re: [otrs] LDAP Auth / Config.pm without effects

Hi Martin, Am Mit, 2003-06-25 um 11.12 schrieb Martin Edenhofer: [...] > It sounds like you need to restart your webserver (if you use mod_perl) > because the perl modules are loaded on apache startup (improve performance!!). ,-) I thought I have done that, but I will check again. Something stra

Re: [otrs] Full ASP support?!?

Hi Martin, Am Mit, 2003-06-25 um 11.17 schrieb Martin Edenhofer: > On Mon, Jun 23, 2003 at 04:52:13PM +0200, Matthias Eichler wrote: > > I installed our OTRS as an ASP system, but it seems to me as some of the > > settings are not really ASP-like. > > e.g. the "Organiza

[otrs] Full ASP support?!?

Hi everybody, I installed our OTRS as an ASP system, but it seems to me as some of the settings are not really ASP-like. e.g. the "Organization"-tag in the Config.pm If I want some real ASP-system, that means, that also different "companies" are using the same server, do I just have a chance in

[otrs] LDAP Auth / Config.pm without effects

the documentation, but I can still move through the AllQueues etc. ---cut--- $Self->{MoveInToAllQueues} = 0; $Self->{ChangeOwnerToEveryone} = 0; $Self->{ShowCustomerSelection} = 0; $Self->{PhoneViewASP} = 1; ---cut--- Anybody any idea?!? Thanx, Matthias