Re: [otrs] Modify Ticket Close State

dhils...@performair.com schrieb: I had a technician close a ticket with a state of "closed unsuccessful," when in fact it should have been "closed successful." Where can I go in the tables to change that? If you really want to do it in the database directly, here's how I would get to it. I'm

Re: [otrs] problems attaching files after upgrade to 5

e per default. Hope that helps, Susan -- Susan Dittmar, CIO - CCD and CMOS devices EURECA Messtechnik GmbHfor science, space and military Eupenerstr. 150customized and standard parts 50933 Köln - lenses and optical fi

Re: [otrs] Tickets not appearing in "Tickets in my queue"

hose only very few queues as 'my queues', because I need to be informed only about new tickets in those few queues I am directly responsible for and not about all tickets in the queues I only have to access if something goes wrong or if

Re: [otrs] Request for return receipt or delivery status notification

tickets just because such recieved notifications came in, or it will result in your agents ignoring OTRS's notifications about a customer's reply, expecting it to be yet another received notification. -- Susan Dittmar, CIO - CCD and CMOS devices EURECA Messtechn

Re: [otrs] Splitting ticket doesn't delete article from source ticket

the article in the first ticket. Hope this helps, Susan Dittmar -- Susan Dittmar, CIO - CCD and CMOS devices EURECA Messtechnik GmbHfor science, space and military Eupenerstr. 150customized and standard parts 50933 Köln

Re: [otrs] Allow any agent to respond to a locked/other owners ticket

Will Sheldon, I think what Gerald hinted at (among other parts of his answer) is that there's one more thing an agent can do with another's ticket: He can re-assign it to himself. In the OTRS version I am accustomed to, it's - display the ticket in full - choose 'owner' action field - choose your

Re: [otrs] One-click ticket close?

Dear Sander, I can't tell you where exactly to find it, but there's a config variable containing a list of fields active in the ticket reply page. If you add the ticket state to that -- again, I don't know exact syntax -- your agents can set the next state (closed to close the ticket) in the r

Re: [otrs] New ticket has "Admin OTRS" as owner, but we want the agent who responses first to be owner

Erik van Ast schrieb: First of all, when a customer sends an email and the email is read by OTRS, a ticket is created, but the owner is “Admin OTRS” and we don’t want that. We want the agent who responses first to that ticket to be the owner… Up to that point this is OK in my eyes: upon creat

Re: [otrs] 'Ticket Commands'

Renee B wrote: On 29.08.2013 11:27, Susan Dittmar wrote: I guess you misunderstood the question, Renee. [...] Yes, that's what I answered ;-) Ah, sorry, progress in OTRS again bit me in the posterior. I really hope I can update our system someday soon, I *want* all those "new

Re: [otrs] 'Ticket Commands'

I guess you misunderstood the question, Renee. If I read the question correctly, it's meant as "can I have GenericAgent perform a bash script on the ticket?". Haynes, I can't give an answer to the rephrased problem as above. If I misread and it's just the question of executing the GenericAgent

Re: [otrs] can ticket be created and tracked based on subject line

Darshak Modi schrieb: I think for that also, you need to have ticketid somewhere in subject/body Did you test, or do you just suspect? I just tested. I created a ticket by sending mail to OTRS. Without waiting for OTRS to accnolege my mail, I then sent a reply to my original mail, keeping jus

Re: [otrs] can ticket be created and tracked based on subject line

Darshak Modi schrieb: Instead of ticket id/number, can the ticket be tracked by subject . The customers generally do not include the id in subject line in any subsequent mails. You can tell OTRS to check more than just ticket number to identify follow-up messages. In my (very very old) ver

Re: [otrs] wrong link in email notification

Steven Carr schrieb: On 17 April 2013 16:29, Yousef Hamad > wrote: Ok, Susan can you tell me how can to make a report for survey using MS-Office Excel or Printing any where. Yousef Hamad, I have no idea how come you address this question to me. I do

Re: [otrs] Migrating Tickets to OTRS

Parag Bhalerao schrieb: Is there a way to import tickets from other system to OTRS? If so, how to go about it? Whether there's a way or not depends strongly on the system from which you want to import, and on how detailed the information fed into OTRS should be. In which form can your old sys

Re: [otrs] wrong link in email notification

Yousef Hamad schrieb: But this is not a suitable answer, because in the note filed the next state also is not mandatory and blank. I'm surprised, though as I use an older OTRS I cannot check whether this has been changed. In my version of OTRS the next state is part of the note form, and the

Re: [otrs] Ticket update and reply via mail only

Darshak Modi schrieb: The case is 1. Customer sends an email to t...@test.com 2. Test is alias, so when mail comes, the agents in the alias will get the mail. And OTRS will also get email. OTRS will update agents that ticket arrived. 3. The agent will respond back via email to customer, [may man

Re: [otrs] Ticket update and reply via mail only

Steven Carr schrieb: But that's not what he asked... Maybe. Then I misunderstood, and still misunderstand, him. So he wants the response sent from the agent (via email) to then be emailed out to the client/customer. OTRS "free" does not do this. It will update the case but the actual client/c

Re: [otrs] Ticket update and reply via mail only

Darshak Modi schrieb: If ticket number is kept, then the value in to or cc or bcc field doesn't make sense, and same ticket is getting updated? Correct. It will update the ticket and that all updating is kept within OTRS if some wants to reply/check through web interface right ? Right. Hop

Re: [otrs] Ticket update and reply via mail only

Steven Carr schrieb: The "free" version doesn't support this. Agents have to reply via the web interface. That's not entirely true. Agents *can* reply via mail client, but then OTRS thinks it's a customer's answer. This "customer"'s answer will be added to the ticket as usual if the ticket nu

Re: [otrs] Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender

Zemánek Jiří schrieb: OK, I changed both sender e-mail addresses for the system to outsourc...@oksystem.impl but it´s still not working. Well, I cannot find host oksystem.impl, so maybe that's the problem? Is it a valid mail address? Can you send to that ma

Re: [otrs] What is the purpose of "removed" state?

Quoting Bogdan Iosif (bogdan.io...@gmail.com): > Do you know, ~ what version you run? 1.x? 2.x? I run 1.3. Susan - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsub

Re: [otrs] What is the purpose of "removed" state?

Dear Bogdan, I cannot tell you what the "official" purpose of the "removed" state is. I use it to close tickets that never should have been created, like spam or duplicates (created by using different mail addresses that funnel into otrs). For spam I told our agents to use the queue "Junk" and ac

Re: [otrs] Backup on OTRS

Quoting Adi Ariyanto (aariya...@binus.edu): > I decide to change backup path and it works hahahaha.. > Why I am so stupid ?? push backup path must on /otrs/scripts ?? I doubt it needs to be within /otrs/scripts. But perhaps you need to give the *absolute* path to the script, not a relative one. H

Re: [otrs] clear old ticket from database

Quoting Gerald Young (cryth...@gmail.com): > Or use Generic Agent. Do you per chance have an example of how to delete tickets using Generic Agent? Thanks in advance, Susan - OTRS mailing list: otrs - Webpage: http://otr

Re: [otrs] customize few things from new email ticket

Quoting nevil chandran (nevilchand...@gmail.com): > 2012/6/26 Johannes Homuth > > I guess than you will don't need a ticket system > > thanks for your reply I still believe many of users may need that > option what i told .. Nobody needs with single customer ??? I cannot help you, Nevil,

Re: [otrs] Error attempting to use OTRS outside of network

Quoting Gadow, Shawn (sga...@ocusd.net): > I have never had this issue with any other web app I have set up however I > use ISS with most of my web apps.. everything works fine with OTRS inside of > the network and has for months now I love the product.. but today I decided > to make it availab

Re: [otrs] Diff between PendingDate and Due date?

Quoting Juan Manuel Clavero Almirón (juanm.clav...@ibsalut.es): > we use the package TicketOverviewHooked > [http://opar.perl-services.de/bin/index.cgi/package/R/RE/RENEEB/TicketOverviewHooked], > to colorize tickets according to their type Looks very promising. Do you per chance know if there's

Re: [otrs] ticket # in header not subject ?

gly, making sure those mail addresses will be dealt with correctly). Hope that helps, Susan Dittmar - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

[otrs] make state "waiting for" invisible in day-to-day work

d how can I make sure a mail by the customer makes them visible again? Any ideas as to how to archieve that are welcome. Thanks in advance, Susan Dittmar PS: We are using OTRS 1.3, in case that matters. Very old, I know, but my attempts at updating did not work yet. That's a

Re: [otrs] States

Quoting Ugo Bellavance (u...@lubik.ca): > On 2011-12-05 08:21, Gerald Young wrote: > >These would be in the "States" of the admin screen. If you manually > >translated these states or made them invalid, this would occur. > > I did translate the states. For example, for the Merged state, I > tran

Re: [otrs] make OTRS add X-OTRS-CustomerNo

Quoting Michiel Beijen (michiel.bei...@otrs.com): > So you would like to add a custom header to all outgoing email? > This is not easily possible, the email mechanism has to be patched to take > extra parameters. > Can I ask why you would need this functionality? What's the use? Reason behind is t

[otrs] make OTRS add X-OTRS-CustomerNo

Hi folks, I am sure this must be answered somewhere, but I did not find it :-( I would like otrs to include the Customer Number in outgoing mail. Is that possible? How? (forced to use version 1.3 here) Thanks for any hints, Susan