Here is a genuine issue I encountered I added a pop account it's a " fuse mail account" one of the most safe email. Okay here is what happened.The email is fetched but the response is not send The error from sys log is mentioned below "Mon May 19 14:59:05 2008 notice OTRS-PM3-10 Sent no 'auto reply' for Ticket [2008051910510] ([EMAIL PROTECTED]) because the sender doesn't want a auto-response (e. g. loop or precedence header)"
Now this is odd and weird can anyone explain this to me ?" Regards MK -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Saturday, May 17, 2008 1:58 AM To: [email protected] Subject: otrs Digest, Vol 58, Issue 33 Send otrs mailing list submissions to [email protected] To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Closed State ([EMAIL PROTECTED]) 2. Re: Closed State (Nils Breunese (Lemonbit)) 3. Re: Closed State ([EMAIL PROTECTED]) 4. Re: Closed State (Nils Breunese (Lemonbit)) 5. Re: Closed State ([EMAIL PROTECTED]) 6. Re: Time Accounting (Jay Holler) 7. Re: Closed State ([EMAIL PROTECTED]) 8. Re: Closed State (Nils Breunese (Lemonbit)) 9. Re: Closed State (Nils Breunese (Lemonbit)) ---------------------------------------------------------------------- Message: 1 Date: Fri, 16 May 2008 12:29:24 -0400 From: [EMAIL PROTECTED] Subject: [otrs] Closed State To: [email protected] Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" 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? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ------------------------------ Message: 2 Date: Fri, 16 May 2008 18:47:47 +0200 From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes [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 appropriate queue, if the customer replies again? Admin > Queue > Follow up Option: possible. Nils Breunese. ------------------------------ Message: 3 Date: Fri, 16 May 2008 12:54:18 -0400 From: [EMAIL PROTECTED] Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <[email protected]>, "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" 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 appropriate queue, if the customer replies again? > > Admin > Queue > Follow up Option: possible. > > Nils Breunese. > _______________________________________________ > 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 > Support or consulting for your OTRS system? > => http://www.otrs.com/ > That's already set to "possible". ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ------------------------------ Message: 4 Date: Fri, 16 May 2008 19:11:02 +0200 From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes [EMAIL PROTECTED] wrote: > 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 appropriate queue, if the customer replies again? >> >> Admin > Queue > Follow up Option: possible. >> >> Nils Breunese. > > That's already set to "possible". What is Core::PostMaster::PostmasterFollowUpState set to in SysConfig? It is set to 'open' by default. Nils Breunese. ------------------------------ Message: 5 Date: Fri, 16 May 2008 13:53:10 -0400 From: [EMAIL PROTECTED] Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <[email protected]>, "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" Quoting "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>: <snip> > > 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://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ > Thanks for you reply. PostmasterFollowUpState is checked and set to 'open'. However, PostmasterFollowUpStateClosed is set to 'open' but is unchecked. Could that be it? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ------------------------------ Message: 6 Date: Fri, 16 May 2008 14:35:59 -0400 From: "Jay Holler" <[EMAIL PROTECTED]> Subject: Re: [otrs] Time Accounting To: "User questions and discussions about OTRS.org" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1 James, That would be great if you could share your solution. Right now it appears to be the only way to do it. Rather unfortunate as the rest of the OTRS system handles our needs quite nicely. Thanks, Jay On Thu, May 15, 2008 at 12:14 AM, James Taylor <[EMAIL PROTECTED]> wrote: > On 15 May 2008, at 06:20, Jay Holler wrote: > >> I am implementing an OTRS server in my organization and I am looking for a >> way to identify the number of hours reported in the "Time units (work >> units):" field by an agent when closing a ticket on a monthly basis by >> client. I have searched the list and website but have been unable to find a >> way to do this. > > We need exactly the same thing and have been equally surprised not to be > able to find such a basic report in OTRS already. I have been using a > complex SQL query in the MySQL shell to extract a monthly table of time used > by ticket for each customer, and I can show you the SQL for this if you'd > like to try doing the same. It's a rather manual process though. :-( > > I keep thinking there must be a way to do this within OTRS. Surely there are > many people using OTRS who need to bill their customers for the time they > used. The existence of the Time Accounting module suggests that the > developers recognise this. > >> I do not have any familiarity with Perl so coding my own solution is not >> an option for me. Can anyone provide any further information regarding time >> accounting? > > Well, I am comfortable using Perl (it was one of the things that attracted > us to OTRS) but we've only recently started using OTRS and there's a lot to > learn about the way it is internally structured before writing our own > extensions will become feasible. This is eventually what we will have to do, > of course, if there really is no existing way to get the monthly time > reports out. > > Please let me know if you find an answer. > > -- > James Taylor > > _______________________________________________ > 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 > Support or consulting for your OTRS system? > => http://www.otrs.com/ > ------------------------------ Message: 7 Date: Fri, 16 May 2008 15:47:22 -0400 From: [EMAIL PROTECTED] Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <[email protected]>, [EMAIL PROTECTED] Cc: "User questions and discussions about OTRS.org" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" 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, 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 displayed in the queue. As it turns our, tickets marked as anything but open are not displayed in the queue. pending, responded... none of them show up in the queue. I need to have tickets in every state but closed displayed in the queue. I need any ticket that has a response from the outside displayed in the queue, no matter how old the original ticket. How do I accomplish these two things? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ------------------------------ Message: 8 Date: Fri, 16 May 2008 22:48:01 +0200 From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes [EMAIL PROTECTED] wrote: > Quoting "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>: > >> What is Core::PostMaster::PostmasterFollowUpState set to in >> SysConfig? It is set to 'open' by default. >> >> Nils Breunese. >> > > Thanks for you reply. PostmasterFollowUpState is checked and set to > 'open'. However, PostmasterFollowUpStateClosed is set to 'open' but > is unchecked. Could that be it? Hm, that's also unchecked on our installation. According to the docs this is the setting that is controlling this behavior, so you could try and check it: http://doc.otrs.org/2.2/en/html/ x12516.html#Ticket:Core::PostMaster:PostmasterFollowUpStateClosed Nils Breunese. ------------------------------ Message: 9 Date: Fri, 16 May 2008 22:57:28 +0200 From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes [EMAIL PROTECTED] wrote: > 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, 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 > displayed in the queue. As it turns our, tickets marked as anything > but open are not displayed in the queue. pending, responded... none > of them show up in the queue. That's normal behavior. Once a ticket is locked by an agent it is no longer in the queue. It returns to the queue when unlocked. > I need to have tickets in every state but closed displayed in the > queue. I need any ticket that has a response from the outside > displayed in the queue, no matter how old the original ticket. How > do I accomplish these two things? I think you'll want to enable StatusView module and not mess with how the queue system works. Admin > SysConfig > Front::Agent::ModuleRegistration > check Frontend::Module###AgentTicketStatusView Now you have a StatusView button in the top bar which you can use to get an overview of all non-closed tickets in OTRS, regardless of queue or whether they are locked. Nils Breunese. ------------------------------ _______________________________________________ otrs mailing list [email protected] http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 58, Issue 33 ************************************ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
