Re: [otrs] retaining html formatting for incoming tickets createdvia email

I've noticed the same thing, when I set this parameter to off for the same reason. I'd really like to have html e-mails supported in OTRS. Regis -Message d'origine- De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Sean Diggins Envoyé : vendredi 11 juillet 2008 16:23 À : 'Us

Re: [otrs] OTRS SLA Reporting

Have a look at OTRS Manager: http://otrs-manager.sourceforge.net/index.php?page=homepage_en Regards, Regis De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Alistair McGlinchy Envoyé : mardi 24 juin 2008 18:58 À : otrs@otrs.org Objet : [otrs] OTRS

[otrs] OTRS 2.3 demo system ?

Hello OTRS fans, While waiting for the final 2.3 version and a .deb package for out debian installation, I would like to have a look at this new version, without installing it. The official demo system at otrs.org is still 2.2.6. Do you know a way to test 2.3 quickly ? Regards, Regis _

Re: [otrs] 2 slashes in address field (http://myserver//otrs/index.pl)

Try to check for a "/" in your FQDN: SysConfig->Framework -> Core::FQDN Regards, Regis De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Henry Envoyé : vendredi 6 juin 2008 17:09 À : otrs@otrs.org Objet : [otrs] 2 slashes in address field (http://my

Re: [otrs] 2 slashes in address field (http://myserver//otrs/index.pl)

Try to check for a "/" in your FQDN: SysConfig->Framework -> Core::FQDN Regards, Regis De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Henry Envoyé : vendredi 6 juin 2008 17:09 À : otrs@otrs.org Objet : [otrs] 2 slashes in address field (http://my

Re: [otrs] How to change the default theme for Customer interface?

Try this: Config Options: Framework -> Core::DefaultTheme Regards, Regis De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Luca Maranzano Envoyé : vendredi 6 juin 2008 12:39 À : otrs@otrs.org Objet : [otrs] How to change the default theme for Cust

Re: [otrs] Opening .ics files sent by calendar module in Outlook 2003

may be more an Outlook issue than an OTRS one, but if something here has an idea... Thanks, Regis -Message d'origine- De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Régis OBERLE Envoyé : jeudi 5 juin 2008 16:04 À : User questions and discussions about OTRS.org

[otrs] Opening .ics files sent by calendar module in Outlook 2003

Hello OTRS fans, I'm testing the calendar module. Every event added to the calendar is sent to the agent by e-mail, with a .ics file attached to it. I can open the file within Outlook 2003, but can't save it in the Outlook Calendar. It says: "This meeting does not appear in the calendar. It may

[otrs] Modifying service in the response form ?

Hello OTRS fans, I'm loking for a way to enable the possibility for an agent to modify the service (and maybe other fields) when replying to a ticket using one of the default responses. There is no such parameter in Config Options: Ticket -> Frontend::Agent::Ticket::ViewCompose What I'm trying

[otrs] Email-ticket vs Phone-ticket

Hello OTRS Fans, I'm currently writing the OTRS manual for our agents and I'm thinking about removing the Phone-ticket link in the user interface so that no one can use it. Why ? ==> Because: - When creating a phone ticket, no e-mail is sent to the customer, and he doesn't know the ticket numb

[otrs] To backends: DB and LDAP configuration problem

Hello OTRS fans, I'm trying to set up two backends for our customers: internal DB and LDAP Until now, I only had LDAP and it worked fine. To enable internal DB, I added in Config.pm: $Self->{'AuthModule2'} = 'Kernel::System::Auth::DB'; $Self->{'AuthModule::DB::CryptType2'} = 'crypt'; This allowe

[otrs] Customer user without email address

Hello OTRS fans, Do you know the consequences when entering an invalid e-mail address during customer user creation ? We are using LDAP to autenticate our customer users, but there are a few who don't have an LDAP entry. For those, I would like to set up a second backend, using the OTRS databas

Re: [otrs] OTRS-Manager

and discussions about OTRS.org Objet : Re: [otrs] OTRS-Manager thx for the feedback but it seems this application only pertains to the Windows ver of OTRS , I run on Fedora so no joy for me :( On Tue, May 27, 2008 at 6:02 PM, Régis OBERLE <[EMAIL PROTECTED]> wrote: > I've just te

[otrs] Special characters in survey emails

Hello OTRS fans, I'm currently implementing the survey module and found an issue: The customer e-mail content stored in the param "Survey::NotificationBody" does not show special character nor accents in the sent e-mail. I did a hard job to have special characters correctly displayed in all part

[otrs] Automated downloading of all system config changes

Hello, I'm looking for a way to automate system config changes backup. >From [sysconfig], I can manually download a file containing all changes. How >can I obtain such a file from the linux command line so that I can automate >the file generation and its backup ? Thanks and regards, Régis

Re: [otrs] Error while creating a new survey

Problem solved: the error message only occurs when Internal Description is empty. Regis -Message d'origine- De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Régis OBERLE Envoyé : vendredi 23 mai 2008 13:13 À : User questions and discussions about OTRS.org Objet :

Re: [otrs] Error while creating a new survey

Precision: -test OTRS instance is 2.2.2 -live OTRS instance is 2.2.5 Found that: http://lists.otrs.org/pipermail/cvs-log/2007-July/011947.html It may help... Regards, Regis -Message d'origine- De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Régis OBERLE Envoyé : ven

[otrs] Error while creating a new survey

Hello everybody, While creating a new survey, I get this error message: error OTRS-GenericAgent-10Attanchen: Can't run GenericAgent Job 'test' because no search attributes are used!. notice OTRS-GenericAgent-10Run GenericAgent Job 'test' from db. It worked on my test instance of OTRS

Re: [otrs] What are SLA and Services?

Hello, By reading this thread, I discovered the survey module I wasn't aware of. Is seems to be very interresting for us. But there is no manual for this module. Can you explain be the basics ? "If the status is Master" => which status ? The status of what ? Where do you set this status ? Igor

[otrs] Inverted From/To fields between phone and e-mail tickets

Hello everybody, While writing the documentation for our future users, I've just noticed that "From" and "To" fields are inverted in Phone-ticket and E-mail ticket forms. Phone ticket: From: enter the customer To: enter the queue E-mail ticket: From: enter the queue To: enter the customer It c

[otrs] Showing FAQ articles related to ticket created in customer interface

Hello OTRS fans, One of the features I found very useful as a customer of some helpdesk tool is the ability to show FAQ articles related to the ticket created by the customer. Is there any way in OTRS do do that ? Example: From the customer interface, once the ticket has been created (or just b

Re: [otrs] SQL query for first response time and resolution time

tely/last. >-Original Message- >From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of >Régis OBERLE >Sent: 16 April 2008 13:09 >To: otrs@otrs.org >Subject: [otrs] SQL query for first response time and resolution time > >Hello everybody, > >I want to buil

Re: [otrs] Statistics on ticket history

I'm also interrested in such an SQL statement. Regis -Message d'origine- De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Marco Vannini Envoyé : mercredi 7 mai 2008 16:18 À : User questions and discussions about OTRS.org Objet : Re: [otrs] Statistics on ticket history Hi al

Re: [otrs] Customer Interface

You may edit default services in Admin [ Customer Users <-> Services ]. Regards, Régis De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de DAVAUT Benoit [FR] Envoyé : mardi

Re: [otrs] Restore ticket_history_type table

Hello, Can anybody help ? Thanks, Regis -Message d'origine- De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Régis OBERLE Envoyé : vendredi 2 mai 2008 08:22 À : User questions and discussions about OTRS.org Objet : [otrs] Restore ticket_history_type table Hello ever

[otrs] Restore ticket_history_type table

Hello everybody, I've accidentally deleted the content of the ticket_history_table. I've reloaded the data from the otrs-initial_insert.mysql.sql script but since the "id" field is an auto-increment, values are starting now from 40 instead of 1. I had a look at the ticket_history.type_id values

Re: [otrs] SQL query for first response time and resolution time

ed to, and closed indefinitely/last. >-Original Message- >From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of >Régis OBERLE >Sent: 16 April 2008 13:09 >To: otrs@otrs.org >Subject: [otrs] SQL query for first response time and resolution time > >Hello ever

[otrs] SQL query for first response time and resolution time

Hello everybody, I want to build a report showing first response time and resolution time. The stat module doesn't seem to be able to do this. So, I started using an external reporting tool. The hardest part is to build the SQL query. Can anybody help me finding these informations in the database

RE: [otrs] Frederic Fraudeau/FR/Schneider est absent(e).

Bonjour, j'aime beaucoup votre page d'accueil client. Serait-il possible d'avoir les fichiers CustomerHeader.dtl, CustomerFooter.dtl et customer-css.dtl de votre config OTRS ? Merci Régis Oberlé De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de [

RE: [otrs] Charsets

See here: http://bugs.otrs.org/show_bug.cgi?id=1912 Régis -Message d'origine- De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Marius Flage Envoyé : mercredi 17 octobre 2007 17:10 À : User questions and discussions about OTRS.org Objet : [otrs] Charsets Hehe, I generating

RE: [otrs] OTRS Configuration

I think you cannot configure LDAP with only SysConfig. UMHO, you have to edit your Config.pm file. Here are some links which helped me to configure LDAP: http://doc.otrs.org/1.3/en/html/ldap-integration.html http://trinityhome.org/Home/ind

RE: [otrs] LDAP auth: Panic! No UserData!!!

It works !!! Thanks a lot ! Régis -Message d'origine- De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de ?? ? Envoyé : samedi 6 octobre 2007 12:26 À : User questions and discussions about OTRS.org Objet : RE: [otrs] LDAP auth: Panic! No UserData!!! May be add "U

[otrs] LDAP auth: Panic! No UserData!!!

Hello, I'm trying to get agents synchronized through our Microsoft Active Directory. Login only works for agents which already are in the otrs database. All other agents get the "Panic! No UserData!!!" error message. Reading this, http://lists.otrs.org/pipermail/otrs/2007-January/017528.html, I

[otrs] How to install FAQ module on OTRS 2.2.2

Hello, Now that I have a full working OTRS install, I would like to add the FAQ module. My OTRS does not have acces to internet, so I need the opm package, but can't find it neither on the download area of otrs.org, nor on the ftp site. I probably missed someting, but I don't know what. Can someo

RE: [otrs] Charset problem with LDAP

Thanks a lot Tobias ! Applied the same patch and the problem has gone ! Strangely, I had to remove the SourceCharset and DestCharset entries in Config.pm (if not, some users are left blank on the search result in Customer User Management. Already had this problem before applying the patch). On

RE: [otrs] AD Single Sign On

I'm also really interrested in SSO...once I've fixed the problem with charset encoding. Thanks, Régis De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Derek Blevins Envoyé : mercredi 19 septembre 2007 17:21 À : otrs@otrs.org Objet : [otrs] AD Si

RE: [otrs] Charset problem with LDAP

result. Thank you Régis -Message d'origine- De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Régis OBERLE Envoyé : mercredi 19 septembre 2007 09:04 À : User questions and discussions about OTRS.org Objet : RE: [otrs] Charset problem with LDAP No, I have version 2.2.2.

RE: [otrs] Charset problem with LDAP

ed an update to OTRS 2.2.3. Is this the version you have? Régis OBERLE wrote: > Hello, > > I'm currently setting up an OTRS demo server. I have a little problem which > probably can make my demo less efficient. > I'm retrieving customers from our LDAP (MS Active Directory).

[otrs] Charset problem with LDAP

Hello, I'm currently setting up an OTRS demo server. I have a little problem which probably can make my demo less efficient. I'm retrieving customers from our LDAP (MS Active Directory). Every special character is displayed incorrectly. This only happens for LDAP source fields. Every other aspe