Re: [otrs] FAQ article help

Hi Lukasz, Thanks for your reply on the FAQ article help. Im not sure if I understand what you said about the f_subject and other fields. Please let me know what are these f_subject, f_field1 etc .. What do these attributes represent when I select them ? Could you please tell me what they mean

[otrs] FAQ article help

Hi Please let me know if it is possible to download an FAQ article in OTRS. I'am looking for a way where we can download the content of an FAQ article but not the attachments. Some way where I can extract the data . We have about 74 FAQ articles . Copy and pasting all the articles would consume

[otrs] Help needed

Hi Can anybody let me know how to generate a report in OTRS ? My requirement is to generate a report of all the open tickets across all the queues. I clicked Stat module and I tried by creating a new report . After its done, it just shows me the template but I could not see any data in it.

[otrs] 2 email address'es can go to a single queue

Hello Everyone, Can any body let me know if we can make two emails address'es go into one queue ? Meaning, 1st email address is used as a system address for a Queue XYZ. Then we setup another email address (2nd) , select the same queue such that all the emails to the 2nd email ID will be

[otrs] Help in Escalation properties of a queue

Hello, I have a question in the queue escalation properties. Please let me know if its possible to escalate a ticket to an individual person. Not sure how to tell it to escalate to one person and then second to another and last to the third person. Any help is greatly appreciated. Thanks Winter

[otrs] Time Accounting Module

Hi Could somebody let me know if there is a way to link the projects in Time Accounting module to tickets ? I tried to open a phone ticket and at the bottom of the ticket, there is a field called Time Units. Entered a couple of hours but it did not reflect in the time accounting page. Winter.

[otrs] Survey-key invalid error

Hi I created a survey for my company and set the status to Master and set it such that every time a ticket is closed, it sends out the survey to the customer. In the customer's email, it would have a link to open the survey and when I try to open the link, it displays Survey-Key Invalid error

[otrs] Hide or Remove SLA drop down

Hi Could anybody let me know if its possible to hide or remove the SLA dropdown box from the customer portal of OTRS ? Regards Winter - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive:

[otrs] how to set up a default queue

Hi All. How do I make a single queue to a default queue in the customer portal of OTRS ? When a customer logs in , they should see one and only that queue. Winter. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive:

[otrs] How to restrict customer users to a single queue through customer portal

Hi , Could anyone please help in the following issue ? I need to have customer users of the same company to have access to only one queue through the customer interface. I have tried the following steps but could not make it work . I know Im almost there but am missing something in the process.

[otrs] how to insert FAQ articles with attachments in compose answer(reply)

Hi, I was doing some research on an issue but could not find information on how to do it in OTRS. I have created some FAQ articles with attachments. Now, when I want to reply to a ticket, I click on Compose answer and it takes to a screen where we can type in the reply. There is a link for FAQ

[otrs] how to insert images in an FAQ article

Hi, Could anyone let me know how to insert images in an FAQ article . I was trying to copy and paste stuff but I could not paste the images into FAQ article. Please help. Thanks Winter - OTRS mailing list: otrs - Webpage:

[otrs] Seperate Queue for each company

Hi All, Please let me know if there is a way to associate companies and queue's. I have added 4 companies in OTRS by going to customer company link in Admin area. And I need to have a queue seperately associated for each of these companies. Is it possible to have multiple companies having their

[otrs] Multiple companies in OTRS

Hi All, I would like to know if we can have multiple companies in one OTRS installation . I have tried creating multiple companies but they never show up in admin area. Any advice or help is greatly appreciated. Thanks Winter -

[otrs] Help needed in OTRS Notification

Hello, I have a question in OTRS Notification Event. Basically I have setup a Notification Event to send an email response to the customer when ever a ticket is completed and closed by the system. My company has about 4 domains which are setup with OTRS. Essentially, when any customer's ticket