[otrs] Responsible vs Owner

I have a few queues that are used by several people. The setup is that we have both shared support queues and personal sales queues, which I assume is a common situation. What we want is to open the queue in lite mode and immediately see who is responsible for each ticket, but right now the

Re: [otrs] Configuring Responses

Quoting Go Wow <[EMAIL PROTECTED]>: As I said, that was the first thing I tried. In admin>>responses>>empty response, the "Response" field is empty -- there is nothing in it. If that doesn't mean "empty response", what does? You can achieve it by going to admin>> responses and selectin

Re: [otrs] Configuring Responses

That did it. Thanks, Bruno! Quoting Klaus Bruno <[EMAIL PROTECTED]>: Hi "noname" You can change the order of the textblocks in sysconfig -> Frontend::Agent::Ticket::ViewCompose Ticket::Frontend::ResponseFormat regards, Bruno -Original Message- From: [EMAIL PROTECTED] [mailto:[EM

[otrs] Configuring Responses

When an agent uses an emtpy response with the default config, it gets formatted like this - I want to move the body of the original mail up and put the original mail at the very bottom, so that an agent answering a ticket with an empty response sees this -- I don't see how to rear

Re: [otrs] Closed State

Quoting Go Wow <[EMAIL PROTECTED]>: What version of OTRS you are using? I'm using version 2.2.6 and when any replies to closed ticket the ticket gets open for me. 2.2.4. I can't imagine that what I'm seeing is the default behavior. Either my installation is broken or a setting some where

Re: [otrs] Closed State

Quoting "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>: [EMAIL PROTECTED] wrote: If a ticket has been closed, but then the customer replies to it, is it the default setting that the new response isn't displayed? That's the issue here. No, I believe the default setting is that the ticket i

Re: [otrs] Closed State

Quoting "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>: [EMAIL PROTECTED] wrote: Quoting Lars Jørgensen <[EMAIL PROTECTED]>: Den 16/05/2008 kl. 21.47 skrev [EMAIL PROTECTED]: Unfortunately, that didn't work, either. Here's a little more info. When a customer responds to a ticket and it has

Re: [otrs] Closed State

Quoting Lars Jørgensen <[EMAIL PROTECTED]>: Den 16/05/2008 kl. 21.47 skrev [EMAIL PROTECTED]: Unfortunately, that didn't work, either. Here's a little more info. When a customer responds to a ticket and it has been marked as either "closed" or "responded", the ticket remains closed and is not

Re: [otrs] Closed State

Quoting [EMAIL PROTECTED]: Quoting "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>: Thanks for you reply. PostmasterFollowUpState is checked and set to 'open'. However, PostmasterFollowUpStateClosed is set to 'open' but is unchecked. Could that be it? Unfortunately, that didn't work, eit

Re: [otrs] Closed State

Quoting "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>: What is Core::PostMaster::PostmasterFollowUpState set to in SysConfig? It is set to 'open' by default. Nils Breunese. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://

Re: [otrs] Closed State

Quoting "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>: [EMAIL PROTECTED] wrote: Right now, if a customer replies to a closed ticket, the ticket remains closed and does not show in the queue. How do I configure it so that a closed ticket will be marked as open again, and reappear in the a

[otrs] Closed State

Right now, if a customer replies to a closed ticket, the ticket remains closed and does not show in the queue. How do I configure it so that a closed ticket will be marked as open again, and reappear in the appropriate queue, if the customer replies again? --

Re: [otrs] Multiple addresses per queue

Quoting Marco Vannini <[EMAIL PROTECTED]>: Assuming that your host is a *nix and you could set up a fake dns to resolve an mx record that point at the machine itself (or disable mx checking in otrs) and that you use sendmail on it, you could create a [EMAIL PROTECTED] then, modifing your /etc/al

Re: [otrs] Multiple addresses per queue

Quoting Marco Vannini <[EMAIL PROTECTED]>: Assuming that your host is a *nix and you could set up a fake dns to resolve an mx record that point at the machine itself (or disable mx checking in otrs) and that you use sendmail on it, you could create a [EMAIL PROTECTED] then, modifing your /etc/al

[otrs] Multiple addresses per queue

How do I add a multiple email addresses to a queue? This message was sent using IMP, the Internet Messaging Program. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http

[otrs] Mass Actions

I have an installation that was used for testing. I'm ready to clear its queues and start using it for production. There are several hundred open tickets there now. Is there a way to close a large number of tickets quickly, without having to click through every mail and deal with the pop-up