Thanks for the response Nils! Much appreciated. I did find the section
in the manual dealing with filtering and read up a bit more...I'm not a
Perl person (more of a PHP person) but I guess there's a couple ways to
do it...but thanks again!
On Sun, 2010-10-03 at 23:25 -0700, Nils Leideck - ITSM
Hi,
Unfortunately not yet, I am sorry.
On 05.10.2010, at 05:47, Broderick Wood wrote:
> I am already doing this much for some of the automated messages we
> receive in our system and was wondering if you can set the
> owner/responsible of a ticket this way as well?
>
> On Mon, Oct 4, 2010 at 12
I am already doing this much for some of the automated messages we
receive in our system and was wondering if you can set the
owner/responsible of a ticket this way as well?
On Mon, Oct 4, 2010 at 12:25 AM, Nils Leideck - ITSM
wrote:
> Hi,
>
> yes, you can use the PostMaster Filter:
>
> Match: S
Hi,
yes, you can use the PostMaster Filter:
Match: Subject
Set: X-OTRS-Queue
On 02.10.2010, at 01:45, Armando Ortiz wrote:
> Could I filter the incoming emails and drop them into specific queues
> based on text in the subject?
Freundliche Grüße / Kind regards
Nils Leideck
--
Nils Leideck
Se
Could I filter the incoming emails and drop them into specific queues
based on text in the subject?
---
CONFIDENTIALITY WARNING: This email may contain privileged or confidential
information and is for the sole use of the intended recipients. Unauthorized
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Hi,
On 28.04.2010, at 07:18, Leonardo Certuche wrote:
> If you want customers to place tickets on a given queue, that customer should
> have permissions under the group that queue belongs to, so please go to
> /otrs/index.pl?Action=AdminCustomerUserGroup and give permissions accordingly.
With
I have a client, who is NOT is the users group, and is just in a group
created by me, which contains 1 queue (myqueue), but still can create
tickets in the "junk", "misc" queues instead of just in mine.
PS: I still have installed the 2.3 version, is there some bug or something?
2010/2/9 Tore Lønøy
Create roles, and give access to different groups, which again is
linked to their correct queue.
On 9 February 2010 14:00, Nuno Ranito wrote:
> Hello
>
> How can I restrict which queues the client can see to insert a new ticket?
> For instance, I want user A to access queue "Aplications" and "Net
Hello
How can I restrict which queues the client can see to insert a new ticket?
For instance, I want user A to access queue "Aplications" and "Network", and
user B to insert new ticket in queue "Billing".
Thank you for any help.
--
Neos IT | www.neosit.pt
Instituto Pedro Nunes | R. Pedro Nunes
Not exactly. Different Queue or Subqueue it's a your choice because every
queue could be assigned to a group (they don't have inheritance). A guy
could be present in more than one group and to help is present either roles
(that could operate as a mask for default options). If this is not enought
th
So, we should create as many queues (not subqueues) as people we have in
a department (lets call them "technicians"). The, the manager would see
all tickets and then move them to the appropiate queue.
But.. what if one of the technicians should perform another task? Do we
have to move him to t
No, I mean, yes... :D as you like... in both case you should however create
2 or more different group and assign each queue to those groups.
On Mon, Nov 9, 2009 at 11:55 AM, Tomás Tormo wrote:
> s there any way to get this? should we create different main queues for the
> task instead of using
Greetings
We are testing otrs in order to use it as our ticket service.
Currently we have a main queue to use it as level one support for one
department, and then, few subqueues to use them as tasks of the department.
There is one "manager" wich is member of the main queue, and other
people
Yasir M. Arsanukaev пишет:
Anton Gubar'kov пишет:
Hello, Yasir.
You can try a simplier approach. You need to assign the "secret"
queues to
groups no customers are in. Pay attention to the default groups for the
customer in Sysconfig. Once you move the ticket into one of these
"secret"
group
Anton Gubar'kov пишет:
Hello, Yasir.
You can try a simplier approach. You need to assign the "secret" queues to
groups no customers are in. Pay attention to the default groups for the
customer in Sysconfig. Once you move the ticket into one of these "secret"
groups, customers will no longer see
Hello, Yasir.
You can try a simplier approach. You need to assign the "secret" queues to
groups no customers are in. Pay attention to the default groups for the
customer in Sysconfig. Once you move the ticket into one of these "secret"
groups, customers will no longer see this ticket.
Напиши мне
Leonardo Certuche пишет:
> the wise manual might help http://doc.otrs.org/2.3/en/html/c1947.html
>
> On Mon, Dec 22, 2008 at 7:50 PM, Yasir M. Arsanukaev
> wrote:
>
>
>> Hello folks.
>>
>> Can I hide any queues so that these are invisible in the queues list to the
>> end customers or just specif
the wise manual might help http://doc.otrs.org/2.3/en/html/c1947.html
On Mon, Dec 22, 2008 at 7:50 PM, Yasir M. Arsanukaev
wrote:
> Hello folks.
>
> Can I hide any queues so that these are invisible in the queues list to the
> end customers or just specify the visible ones but keeping the tickets
Hello folks.
Can I hide any queues so that these are invisible in the queues list to
the end customers or just specify the visible ones but keeping the
tickets readable/writable in the hidden queues by the customers ?
Thanks.
--
С уважением,
Арсанукаев Ясир Маликович :: УИТ
ОАО "Амурметалл"
Hi All,
I'm still new with OTRS and learning, so any help would be
appreciated. Is it possible to change the way queues function in OTRS?
I would like it to show all the tickets in a specific queue,
regardless of if it is locked or not. The reason for this is that if I
have a queue called
Tickets in subqueues only appears if the agent is in the group of the
subqueue (or has a role that is in the group of the subqueue).
Another idea?
2008/5/23 Nils Breunese (Lemonbit) <[EMAIL PROTECTED]>:
> Sébastien Prud'homme wrote:
>
>> Can someone explain me the advantages of using a tree of qu
I understand your setting but you can obtain the same results by
creating simple queues instead of subqueues.
I try to understand any real advantage of using subqueues but i can't
see anyone...
2008/5/23 Marco Vannini <[EMAIL PROTECTED]>:
> I use them as follow. Assuming that we use otrs internal
Sébastien Prud'homme wrote:
Can someone explain me the advantages of using a tree of queues (using
subqueues) instead of using a flat structure (no subqueues).
I believe tickets in subqueues also appear in the parent queue.
Nils Breunese.
___
OTRS m
I use them as follow. Assuming that we use otrs internally where a
test group make us request about new product install, analisys of
fault in application, configuration changes, we configured queue as
follow:
PRE
PRE::Config
PRE::Analisys
PRE::Install
PRE::Fault
SIT
SIT::Config
SIT::Analisys
SIT:
Hi,
Can someone explain me the advantages of using a tree of queues (using
subqueues) instead of using a flat structure (no subqueues).
Thanks!
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsu
r 14, 2007 5:54 PM
Subject: [otrs] Queues and Companies
Just wondering, is it possible to display queues according to customer
companies? My queues are set up with the exact same names as the users'
companies. It would be great if when a user entered a ticket it
automatically went into the asso
Just wondering, is it possible to display queues according to customer
companies? My queues are set up with the exact same names as the users'
companies. It would be great if when a user entered a ticket it
automatically went into the associated queue.
I know a similar thing can be done with gro
Is it possible to show the queues on the TO field, on the
new ticket window. I tried to find clues on the manual.
Thanks
Mamakwa
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Archive: http://lists.otrs.org/pipermail/otrs
To
I am logged in as LEE and I don’t want to or care
about anyone else’s queues however I see ALL the queues.
Queues: My Queues (0) – Micah (1) – Renee(1) – Lee(1)
I have selected Lee as my queue under preferences. I’m confused
as to why My Queues (0) instead of the 1 that should belo
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Jassou Stelios ;),
On Sat, Oct 22, 2005 at 11:37:37AM +0300, Stelios Maistros wrote:
>My test installation is otrs 2.0.3, on a fully patched Fedora 4,
>sendmail 8.13.4, apache 2, mysql 4.1.14
>
>It installed w/o any problems, it passed the Postmaster.
Hello,
My test installation is otrs 2.0.3, on a fully patched Fedora 4,
sendmail 8.13.4, apache 2, mysql 4.1.14
It installed w/o any problems, it passed the Postmaster.pl script test,
I created a test user, and generally I followed the installation
instructions regarding permissions, cronjobs, et
ions.
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of West, Bradley G.
Sent: Thursday, September 08, 2005 4:21 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Queues
Jeff,
Queue view are attributes of your agent users. They however have to first be in th
Title: RE: [otrs] Queues
I've got 4 Queues all assigned to the "user" group. All the
Users have
"rw" permission on the "user" Group. I've gone into the
preferences on
my user and selected all the Queues to watch. At this point
if I create
a new T
Title: RE: [otrs] Queues
Jeff,
Queue view are attributes of your agent users. They however have to first be in the group that is assigned to the queue. I found it much easier to define my own groups and assign them to the queues, and lastly go back and modify the user in question to
Sorry but I'm missing something trivial about queues.
Why does a ticket with an assigned owner not show up
in the "My Queues" area?
Thanks.
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OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscr
neve mind I found it.
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Neal TimmSent:
Friday, September 03, 2004 5:26 PMTo: User questions and discussions
about OTRS.Subject: RE: [otrs] Queues
I changed it and works fine accept now all tickets go to
postmaster queue is
: Friday, September 03, 2004 3:06
PMTo:
[EMAIL PROTECTED]Subject: [otrs]
Queues
I would like to have multiple valid
queues but only want the customer to be able to see one queue is there any way
to hide these when the customer selects create
ticket
: Friday, September 03, 2004
3:06 PM
To: [EMAIL PROTECTED]
Subject: [otrs] Queues
I would like to have multiple valid queues but only want the
customer to be able to see one queue is there any way to hide these when the
customer selects create ticket
I would like to have
multiple valid queues but only want the customer to be able to see one queue is
there any way to hide these when the customer selects create
ticket.
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lis
s assigned to some queues...
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Christian Hammers
Sent: quarta-feira, 25 de Agosto de 2004 11:08
To: [EMAIL PROTECTED]
Subject: [otrs] Queues are not displayed, what did I wrong?
Hello
I'm currently playing around
Hello
I'm currently playing around with OTRS to install it in our company but
am stuck because the "Qeueue-View" does not longer display anything
except the "PersonalQueue(0)" although I'm subscribed rw to many queues
and even have "Own Tickets (2)" in the upper right corner which leads me
to two
Hello Robert,
That's is what I was afraid of :(.
I have about 5 groups for Languages and another 6 for products :( so
...there should be about 30 groups. Any way, thankx for your help.
Maybe you will consider it as future feature.
Cheers,
Daniel
Friday, June 25, 2004, 11:08:05 AM, you wrote:
Ro
On Wednesday, June 23, 2004 4:38 PM
Daniel Balan <[EMAIL PROTECTED]> wrote:
> Is there a way to make a queue to be managed by two or more groups ?
No.
> Here is what I want to do:
> I have the following queues A1, A2, A3, B1, B2, B3.
> I need to create a user USER_1: rw permissions for A1 and B1
Hello guys,
Is there a way to make a queue to be managed by two or more groups ?
Here is what I want to do:
I have the following queues A1, A2, A3, B1, B2, B3.
I need to create a user USER_1: rw permissions for A1 and B1 (basically
for all x1 queues); another USER_A: rw permissions for A1, A2, A3
Hi Tony,
On Mon, Dec 15, 2003 at 10:27:52AM -0600, Tony Law wrote:
> I created two new queues in the OTRS Admin Area. Both have exactly the
> same options. When I go in as a Customer and click to input a ticket, I
> only have one of the new queues listed in the drop down list for the To
> field.
I created two new queues in the OTRS Admin Area. Both have exactly the
same options. When I go in as a Customer and click to input a ticket, I
only have one of the new queues listed in the drop down list for the To
field. Why can I not get both to show up?
Tony Law
Technical Coordinator
[EMAIL
Hi all,
Is there a doc where I can find how otrs store emails/tickets ?
I saw that they are duplicated to DB and FS, why ?
About FS, is it possible to split them in queues (one file per queues).
About scale, I'm trying to determine if the product is well adapted to
our business, how many ticket
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