> o Is there a way for the customer to keep track of a ticket
> through email?
Agent may select methods to have customers emailed their responses/updates.
Of course the customers email must work.
> o Does otrs have to be on the same machine as the mail server
> that handles its messages or, say
Hi there,
Is there a way for the customer to keep track of a ticket through email?
OTRS has 3 default e-mail notifications for customers: owner update, state
update, queue update, besides that it has 5 events in which you can send
auto responses to customers: follow up, reject, remove, reply, new
I want to install a trouble ticket manager program here but have a few
questions I would appreciate some feedback:
o Is there a way for the customer to keep track of a ticket through email?
o Does otrs have to be on the same machine as the mail server that
handles its messages or, say, it can
Hi
I have been testing out OTRS and want to know if you can view closed
tickets, or open tickets that was assigned to a specific queue and has been
closed for example. When I look at the agent interface I can only see
options to view the queues that have messages in a live/open state. Is it
not
1. I see a lot of folks on the list talking about config.pm. I see
many copies of this file (in my Windows install); Which copy are they
referring to?
2. In the GUI there is a mapping area called " Config Options:
Framework -> Frontend::Agent::Auth::LDAP". When I make entries there -
I can't
Hi !
I am testing OTRS to see if it can be suitable for our needs.
1) About Auto-reply feature: I have set defaults auto-reply messages
(follow-up, reply ...) but I can't make the "reject" one to work.
If a customer reply by email to a closed ticked, it just reopen it. What
I am expecting for in
Hi Alan,
On Wed, Apr 05, 2006 at 10:00:49AM +0100, [EMAIL PROTECTED] wrote:
>We are investigating using OTRS as a helpdesk tool to manage some of our
>customers. There are just a few questions that I would like to ask in the
>first instance.
>
>1 - I cannot find where you would add a 'customer' al
Hello,
We are investigating using OTRS as a helpdesk tool to manage some of our
customers. There are just a few questions that I would like to ask in the
first instance.
1 - I cannot find where you would add a 'customer' although you can add
customer contacts (customer users). Are customers define
Hi there,
a few questions on how to introduce new (or use existing) OTRS features
most effectively:
I would like to introduce some new attributes to tickets.
Like (in addition to priority) a classification ("small
problem"/"project"/ ...) etc.
One idea would be to use free fields for that. How to
Hello,
We are currently setting up OTRS and we are impressed with what it can do.
I have a few questions I hope you can help me on.
Firstly we are doing some work in connection to OTRS to a backend oracle
database - we are working with fields at the moment. Has anyone seen the
new version
Hi Mark,
On Mon, Jan 27, 2003 at 01:41:39PM -0500, L. Mark Stone wrote:
> OK Martin, after a reboot I can no longer reproduce the problem. The
> system so far seems to be working. I need to continue the customization
> work to tailor the system for needs, but at the moment to close this
> thread,
OK Martin, after a reboot I can no longer reproduce the problem. The
system so far seems to be working. I need to continue the customization
work to tailor the system for needs, but at the moment to close this
thread, let me answer your questions below:
On Mon, 2003-01-27 at 12:01, Martin Edenhofe
Hi Mark,
On Sat, Jan 25, 2003 at 03:00:20PM -0500, L. Mark Stone wrote:
> One thing fixed :-) one more problem :-(
>
> I ran the POP3 script manually, and it worked; I could see the two test
> emails I previously sent in the OTRS Argent queue. So far, so good.
>
> I ran Cron.sh, and it worked
Martin,
One thing fixed :-) one more problem :-(
I ran the POP3 script manually, and it worked; I could see the two test
emails I previously sent in the OTRS Argent queue. So far, so good.
I ran Cron.sh, and it worked OK. Or, at least running crontab -u otrs -l
showed all the cron jobs (some c
TECTED]]
> Sent: Friday, January 24, 2003 6:46 AM
> To: [EMAIL PROTECTED]
> Subject: RE: [otrs] A Few Questions...
>
>
> John,
>
> I'm Argent's CIO (probably I should have mentioned this in my first
> post) and we have configured Exchange to support POP3 and SMTP a
On Thu, Jan 23, 2003 at 06:20:19PM -0500, L. Mark Stone wrote:
> First, OTRS doesn't seem to have gone and collected the test message.
have you enabled thge cronjob? I think it's commented out per default
> Second, when I log in to OTRS as the new user I created, the Argent
> queue doesn't appea
Hi Mark,
On Thu, Jan 23, 2003 at 06:20:19PM -0500, L. Mark Stone wrote:
> 3. I customized OTRS via the Root account by adding an Argent queue, a
> new OTRS user, a POP3 account ([EMAIL PROTECTED]), and also a
> few Salutations, Signatures and auto-response messages.
> [...]
> But, now I have two p
ah, then we can assume you have successfully collected mail for that address
outside of otrs
-Original Message-
From: L. Mark Stone [mailto:[EMAIL PROTECTED]]
Sent: Friday, January 24, 2003 6:46 AM
To: [EMAIL PROTECTED]
Subject: RE: [otrs] A Few Questions...
John,
I'm Argent&
riday, January 24, 2003 6:19 AM
To: [EMAIL PROTECTED]
Subject: Re: [otrs] A Few Questions...
On Fri, Jan 24, Jolet, John wrote:
> on the exchange issue...you DO know that exchange doesn't support pop,
imap,
> or smtp by default right? run fetchmail or some other pop collector at
the
&
hursday, January 23, 2003 5:20 PM
> To: [EMAIL PROTECTED]
> Subject: [otrs] A Few Questions...
>
>
> I've set up RC2 on a SuSE 8.1 system. All the basics work, so now I'm
> trying to customize the system for a particular use, and although I've
> now read the man
On Fri, Jan 24, Jolet, John wrote:
> on the exchange issue...you DO know that exchange doesn't support pop, imap,
> or smtp by default right? run fetchmail or some other pop collector at the
> command line to make sure your unix system can collect the mail first.
Could some of the Exchange gurus
ECTED]]
Sent: Thursday, January 23, 2003 5:20 PM
To: [EMAIL PROTECTED]
Subject: [otrs] A Few Questions...
I've set up RC2 on a SuSE 8.1 system. All the basics work, so now I'm
trying to customize the system for a particular use, and although I've
now read the manual several times,
I've set up RC2 on a SuSE 8.1 system. All the basics work, so now I'm
trying to customize the system for a particular use, and although I've
now read the manual several times, I am clearly missing
something--probably embarrassingly basic!
Here's what I am trying to accomplish:
1. OTRS will be (ho
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