Hello,
I am new to OTRS and was wondering if anyone could share some help on it.
What I have seen and used so far is absolutely awesome! I 2.4.2 and the ITSM
from source on Debian 5. I am finding my way around rather quickly thru many
test tickets! :)
I have enabled company groups thru the C
Give this a try.
Add Notification
Name: Give it a name like New Ticket Received
Select ONLY these:
Recipient: Customer
State: new
Priority: SELECT ALL
Queue: Raw
Write you Text and Subject and submit. This works flawlessly for me.
~Tim
-Original Message-
From: otrs-boun...@
> Table 5.3 in the admin manual lists the events for which auto responses will
> be sent; without getting into any coding. We notice that "closed" or
> "resolved" is not listed. One of the ITIL tenets is to provide notification
> to the customer upon resolution and it really befuddles me that OTR
Go here:
http://doc.otrs.org/2.4/en/html/x1191.html
Table 5.3 in the admin manual lists the events for which auto responses
will be sent; without getting into any coding. We notice that "closed"
or "resolved" is not listed. One of the ITIL tenets is to provide
notification to the customer upo
On 10.08.09 11:01, Richard Stockton wrote:
> First, thanks to all who tried to help. Sadly, the same problems remain.
>
> >> First:
> >> When a message is sent to OTRS via "supp...@example.com" it goes
> >> into the support queue. When the ticket is replied to, the TO
> >> address ("supp...@examp
First, thanks to all who tried to help. Sadly, the same problems remain.
>> First:
>> When a message is sent to OTRS via "supp...@example.com" it goes
>> into the support queue. When the ticket is replied to, the TO
>> address ("supp...@example.com") is put in the CC field of the
>> reply. So
(1) Apology offered, I didn't read too deeply. Thought you'd been looking in
index.pl & editing it.
(2) David made some good comments... Look.
(3) Lack of logs or system responses may have fostered the 'cricket treatment.'
As david noted check logs and verify setup/configuration,
On Mon, Aug 10, 2009 at 11:33 AM, LQ Marshall wrote:
> I'll chime in... Don't know why you're attempting to directly modify system
> files to get responses? This is easily performed under the Admin section in
> the Responses and Queues <--> Responses sub-sections.
>
> If you are not sure of what yo
Hi Alan,
As LQ has mentioned, test that SMTP is working, when I came acorss problems
with my OTRS i sent an "Admin Notification" out from OTRS to ensure that it
can actually send e-mails out.
Also check your log file for any interesting comments, they can help point
you in the right direction, or
I'll chime in... Don't know why you're attempting to directly modify system
files to get responses? This is easily performed under the Admin section in the
Responses and Queues <--> Responses sub-sections.
If you are not sure of what you're modifying you should leave the OTRS files
alone. Chang
Still nothing?
Does anyone actually have this working?
Can someone point me to a doc?
On Fri, Aug 7, 2009 at 7:25 AM, Alan McKay wrote:
> Well, nobody seems to be reading my other thread so let's put a new
> name on it and see what happens :-)
>
> I still cannot get this working. Customer emai
>From the Stats module you can click the "New" star icon and go through a four
>step process to define your own reports. I believe all of the fields by
>default, and any new ones defined can be selected as search criteria.
Best regards,
Jim
ITIL Process Manager
NCDOR
919-715-4932
james.b...@
Hi,
have a look at the sourceforge project named "otrs manager" , it's verry
helpfull and perhaps it can fullfill your needs.
regards,
Mayk
- "Vijayan Thattai" wrote:
>
>
Friends
> I am looking for stats in OTRS that can give me a list of all new /closed
> tickets with Ticket Id,
Friends
I am looking for stats in OTRS that can give me a list of all new /closed
tickets with Ticket Id, and a brief description , title and owner of tickets ?
Present reports only give me a total of new / closed tickets in a particular
queue, however i need additional information such as who
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