[otrs] OTRS Time related functions and granularity of one hour for TimeWorkingHours

Hello All, is there any future plan to support a granularity of one minute (or something similar) for the TimeWorkingHours configration item? https://otrs.github.io/doc/manual/admin/stable/en/html/time.html When you have SLA in the order of 10-15 mintues related to business hours like 08:30 to 1

Re: [otrs] Agent e-mail lookup when composing articles?

t; On Wed, Jun 12, 2013 at 4:42 AM, Luca Maranzano wrote: > >> Hello all, >> >> when composing articles there is a nice autocompletion feature which >> autocompletes e-mail addresses looking up from the Customer database. >> >> Is there a way to enable lookup *

[otrs] Agent e-mail lookup when composing articles?

Hello all, when composing articles there is a nice autocompletion feature which autocompletes e-mail addresses looking up from the Customer database. Is there a way to enable lookup *also* from the Agent list database? It shoudl be very helpful. Thanks in advance. Best regards, Luca

[otrs] [SOLVED] Re: Ajax and JSON Error after upgrading from 3.1.8 to 3.2.6

someone among you has a working configuration with multiple OTRS instances on Apache2-mpm-prefork under Ubuntu 10.04 or 12.04 (with "PerlOptions +Parent") plese let me know, I'd like to do some in depth configuration analysis. HTH Cheers, Luca On Mon, May 6, 2013 at 5:25 PM, Luca M

[otrs] Ajax and JSON Error after upgrading from 3.1.8 to 3.2.6

Hello, we have two OTRS 3.1.8 instances running fine on Ubuntu 10.04 64 bit, with 2 Apache Virtual Hosts configured with the "PerlOptions +Parent" option. Today I've upgraded one of the instances to version 3.2.6, upgrade went well with no errors, but now from the "Create New Request by Email" pag

[otrs] Question about the upgrade process: overwrite previous version files or create a new tree?

Hi all, I'm managing an Otrs 2.3.4 instance running flawlessly for almost 2 years on Ubuntu 8.04 LTS, and now I'm planning the upgrade to 3.0.4, with an intermediate upgrade to 2.4.9. We have some OPM package installed: Calendar version 1.8.3, FAQ version 1.5.4 and Support version 1.0.13. The upg

[otrs] Is it possibile to block ticket reopening?

Hello all, we are currently using Otrs 2.3.4 and planning the upgrade to the 3.0. In our current setup, it is possible for an agent to close a ticket which has already been closed. Is it possibile to prevent this operation? this is a problem for us, since it breaks the time counting and the SLA a

[otrs] Question about new ticket notification for ticket created by the agent from the Web Interface

Hello all, we are happily using OTRS 2.3.4. When a Customer send an email to an address associated with an OTRS Queue all the agent get their notification via mail, and this is fine. When an agent instead creates an e-mail ticket from the Web interface specifying the recipients, the email about

[otrs] How to send automatic notification to other email address

Hello all, we are using OTRS 2.3.4. We would like to be able send automatic notifications about new and closed tickets to some further external email addresses, in addition to the notification already sent to the customer user who opened the ticket. For example: if user foo...@domain.com send an

[otrs] TimeVacationDays in Core::Time are inherited by Core::Time::CalendarX ?

Hello all! I'd like to know if the TimeVacationDays specified in Core::Time get automagically inherited from the Core::Time::CalendarX (with X between 1 and 9) or do we have to respeify them explicitly in every Calendar. A very happy OTRS 2.3.4 user :-) Thanks in advance, Regards, Luca -

[otrs] How to get a monthly report of tickets like this

Hi all, we are using OTRS 2.3.4 and we are very happy with it! We are in the need to generate a report with the following data: - For all the ticket of the last month in a particular Queue: - date and time of creation time - subject of the ticket - date and time of closing time - operator w

Re: [otrs] Theme Not Working

ocalhost/otrs/index.pl?Action=AgentPreferences ? If so, yes I > changed it to the new theme. All permissions seem fine to me now. > > > > > > > -- > > *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of > *Luca Maranzano &g

Re: [otrs] Theme Not Working

>From sysconfig did you change the DefaultTheme? HTH, --luca On Thu, Jun 26, 2008 at 4:56 PM, Steve Rizkalla <[EMAIL PROTECTED]> wrote: > I fixed the permissions and still nothing. Should I redo the sql script? In > the administration, our new theme is definitely selected. I make a simple >

[otrs] Smart OTRS integration with sms gateway for ticket notification

Hi all, we are really happy with our OTRS 2.2.6 implementation. We have already implemented an email-to-SMS gateway (based on FoxBox Linux :-) which is capable of sending sms when writing an email to an address like [EMAIL PROTECTED] <[EMAIL PROTECTED]>. Now we'd like to integrate OTRS with our

Re: [otrs] customized template not chosen

Change the Default theme from Sysconfig, Framework->Core. Regards, Luca On Tue, Jun 10, 2008 at 12:29 PM, Jesús M. Navarro <[EMAIL PROTECTED]> wrote: > Hi, list: > > I'm starting work on a customized theme following "Chapter 14. Creating own > themes". I created a "Mycompany" folder within K

Re: [otrs] The logic behind CustomerTicket::Permission###1-CustomerUserIDCheck and similar config

is setup, each Customer can see his own tickets and the tickets from > other Customers with the same CustomerID > > Regards, > > C. > > > > On Mon, Jun 9, 2008 at 4:33 PM, Luca Maranzano <[EMAIL PROTECTED]> wrote: > >> Hi all, >> >> I'm tryin

[otrs] The logic behind CustomerTicket::Permission###1-CustomerUserIDCheck and similar config

Hi all, I'm trying to better understand the logic behind the configuration in the Core::Ticket config section. The problem was to allow all the Customer Users of the same Customer Company to see all the ticket for that Company, the default configuration seems to not allow this. We have defined a

[otrs] How to change the default theme for Customer interface?

Hi all, we are implementing OTRS 2.2.6 in our company to give service support for our customers. A question about theme customization: which is the right way to make our theme the default theme so that when any user accessing this url: http://otrs.ourcompany.com/otrs/customer.pl can see our c