Re: [otrs] Determine number of closed tickets that were solved within SLA

box. OTRS really should have prompted that there was an error and not just fail ungracefully. Is this a function that has been refined in ver. 4 or 5? Thank you! "Good judgment comes from experience. Experience comes from bad judgment." - Will Rogers Scott R. Morgan Director of I

[otrs] OTRS 3.3

to an all white screen and hangs instead of closing and going the underlying ticket details browser screen. The data is getting posted to the system. What could be causing this issue? Thank you! "Good judgment comes from experience. Experience comes from bad judgment." - Will Roger

[otrs] Turn off Auto Response for SPecific Accounts

ers Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group - 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

[otrs] Prevent Tickets Closed into Postmaster Queue

How can I setup the Postmaster queue so that tickets cannot be closed in the queue, required an agent to instead assign the ticket to a new queue before closing? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group sc...@mamafus.com / http://www.mamafu

Re: [otrs] Problem with Auto Response Subject line

getting as the user instead: [MFAH Helpdesk: 1001234]] [MFAH Helpdesk:] I appears that the second variable is not getting replaced with the actual customer email subject and instead it is repeating the entire variable value instead. What settings control this process? Thank you! Scott R. Morgan

Re: [otrs] Problem with Auto Response Subject line

part of the response setup subject line? Thank you! Scott R. Morgan - 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

Re: [otrs] Problem with Auto Response Subject line

Response email Subject line received by customer: [MFAH Helpdesk:1001748] [MFAH Helpdesk:] I haven't made any changes recently and this WAS working. Do I need to escape any of the text brackets I have defined as part of the response setup subject line? Thank you! Scott R. M

[otrs] Problem with Auto Response Subject line

Response email Subject line received by customer: [MFAH Helpdesk:1001748] [MFAH Helpdesk:] I haven't made any changes recently and this WAS working. Do I need to escape any of the text brackets I have defined as part of the response setup subject line? Thank you! Scott R. M

Re: [otrs] Agent email response is not getting sent to the ticket originator

Thanks Gerald. Great information. I will take it under advisement. Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512-949-3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) sc...@mamafus.com / http://www.mamafus.com<http://www.mamafus.com/>

Re: [otrs] otrs ticket zoom behavior when changing queues

So I finally was able to answer this question on my own. For anyone following along: Search Sys Config Settings for NextView and changed it from Last Screen Overview to Last Screen View. to Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512-949-3229

[otrs] otrs ticket zoom behavior when changing queues

turn off the return to the dashboard when changing a tickets assigned queue? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512-949-3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) sc...@mamafus.com / http://www.mamafus.com<http://www.mam

Re: [otrs] Agent email response is not getting sent to the ticket originator

Gerald, What is the add-on for OTRS Subscribers that allow Agent reply via email that you referred to. It sounds like what I am looking for. Thank you! Scott R. Morgan From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Tuesday, February 03, 2015 7:46

Re: [otrs] Agent email response is not getting sent to the ticket originator

Where can I find the addon? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) sc...@mamafus.com / http://www.mamafus.com<http://www.mamafus.com/> Sent from my iPhone On Feb 3, 2015,

Re: [otrs] Assign Queue Behavior

Thanks. Any idea when this will be available in the Admin interface? I am not comfortable making this change on my Amazon instance. Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW

[otrs] Agent email response is not getting sent to the ticket originator

automatically CC'd when the agent responds. Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512-949-3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) sc...@mamafus.com / http://www.mamafus.com<http://ww

Re: [otrs] Assign Queue Behavior

What setting will change remove the Reply option if a ticket is in the POSTMASTER queue? Thank you! Scott R. Morgan From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Monday, January 26, 2015 4:20 PM To: User questions and discussions about OTRS

Re: [otrs] Assign Queue Behavior

ticket system and reduced steps. Thank you! Scott R. Morgan From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Monday, January 26, 2015 12:27 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Assign Queue Behavior Changing Queue during

[otrs] Assign Queue Behavior

this option in about 6-7 other places like the ticket/add note screen but I still cannot find a way to assign the queue when replying to the ticket. Thank you! Scott R. Morgan - OTRS mailing list: otrs - Webpage: http://otrs.org

Re: [otrs] Create individual auto-ticket assignment based on email content

://forums.otterhub.org/viewtopic.php?f=60&t=22681) be added via the OTRS Admin panel instead of shell? Thank you! Scott R. Morgan Gerald, Please pardon my newbness. If I want to add the ability to set the Dynamic Field Text box in either a ticket response or as part of adding a ticket note, how wou

Re: [otrs] Create individual auto-ticket assignment based on email content

Gerald, Please pardon my newbness. If I want to add the ability to set the Dynamic Field Text box in either a ticket response or as part of adding a ticket note, how would I activate the Dynamic Field for data entry in the OTRS SysConfig? Thank you! Scott R. Morgan From: otrs-boun

Re: [otrs] Create individual auto-ticket assignment based on email content

Thanks Gerald. With regard to manually filling in the fields, where/how is this done? In a ticket response dialog? Where do you activate a Dynamic ticket text field in the interface? Thank you! Scott R. Morgan From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald

Re: [otrs] Create individual auto-ticket assignment based on email content

to match against the new ticket header data? Thank you! Scott R. Morgan From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Friday, January 02, 2015 3:20 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Create individual auto-ticket

Re: [otrs] Create individual auto-ticket assignment based on email content

) Does this code modification provide a way to associate OTRS helpdesk ticket 1231 with acme helpdesk response ticket [Sunject: SERVICE SO 98765]? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 Help desk (NEW!) 512-949-3236 Office/Cell

[otrs] Create individual auto-ticket assignment based on email content

on a per ticket basis? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) sc...@mamafus.com / http://www.mamafus.com<http://www.mam

Re: [otrs] OTRS DS mobile app iOS 8.1

Bumping this. Has anyone else had a similar issue Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) sc...@mamafus.com / http://www.mamafus.com<http://www.mamafus.com/> From: otrs-boun.

[otrs] OTRS DS mobile app iOS 8.1

OTRS Admin dashboard? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group http://www.mamafus.com<http://www.mamafus.com/> Sent from my iPhone - OTRS mailing list: otrs - Webpage:

Re: [otrs] OTRS Appliance Errors

database! and “/etc/ssl/certs not writable!” Any help pointing me in the right direction to fix these would be most appreciated - - - - - - - - - - Thank you! Scott R. Morgan From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lars Jørgensen Sent: Tuesday, October 07, 2014

[otrs] No plain article (article id 66) in database!

What is causing this error: OTRS-CGI-10 No plain article (article id 66) in database! - - - - - - - - - - Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group - OTRS mailing list:

[otrs] OTRS Appliance Errors

y to reply to a ticket. OTRS is running as user: otrs group:www-data Do I need to permanently add write access to the /etc/ssl/cert/ folder for user otrs or www-data/ or is this something that I just need to allow to be able to complete configuration setup? Scott R. Morgan - - - - - - - -