[otrs] Send an email when i note is add.

Dear all, I need to send an email to the customer and Agent, when one agent add an external note for the ticket, to inform them, i do that : Name: Notify new note Destination Group: Agent and customer Event: ArticleCreate Article type: External Note Notification subject: New note Text : You

Re: [otrs] Notify Customer when ticket is closed

Notify Customer when ticket is closed Hi Sebastien, Would this help you? http://wiki.otrs.org/index.php?title=Notify_Users_that_a_Ticket_has_closed -- Mike On Fri, Apr 8, 2011 at 2:33 PM, Sebastien Bory wrote: > Dear All > > I Want to send an email to the customer when an Agent close

[otrs] Notify Customer when ticket is closed

Dear All I Want to send an email to the customer when an Agent close the ticket, so I create an event notification when a ticket is close but in the response I want to insert the resolution incident and I don’t know the OTRS Notification Tags I need to insert in the notification text. Can y

Re: [otrs] How to use Import/Export Management to create links between config items

Hello Martin, I am in the same situation , i use OTRS for ticket and OCS for my Inventory, but I failed to import my inventor y( csv files from OCS) to OTRs items, if you have the solutions I'm interested thanks Sébastien  Bory -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-b

Re: [otrs] Add Hardware Type Itsm

lass "ITSM::ConfigItem::Hardware::Type”. ;-) Cheers, Nils On 02.03.2011, at 08:37, Adam Bator wrote: > Yes you can do it and it is quite simple. > It is done in Administration -> general catalog : > TISM::ConfigItem::Class Look at the ones already there for examples. > > W

[otrs] Add Hardware Type Itsm

Dear List How i can add a hardware type in the configuration Item ? I explain when you add an hardware item you have the name, description, .. and you have a drop list (type) and you can choose, printer, modem, keyword, … and I need to add type since firewall , how I can do that? thanks B

Re: [otrs] Migration Server

w} = 'test'; I hope this helps! Regards, Elva On 1/14/2011 4:17 AM, Sebastien Bory wrote: Hello list, I have a server Windows 2003 r2, with OTRS 3.0.4 and MySQL database, this server is for test and try some functionality about OTRS. Today I want to install OTRS on another serve

[otrs] Migration Server

Hello list, I have a server Windows 2003 r2, with OTRS 3.0.4 and MySQL database, this server is for test and try some functionality about OTRS. Today I want to install OTRS on another server to production, so I do this 1 On Test server - Save the config.pm on a share folder -

Re: [otrs] Problem with Customer interface

gards Sébastien Bory De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Sebastien Bory Envoyé : lundi 13 septembre 2010 15:31 À : 'User questions and discussions about OTRS.' Objet : Re: [otrs] Probleme with Customer interface Thanks Leonardo, I take a look on

[otrs] Customer group and active directory

Dear list and happy new year 2011, I need to understand the relationship between queue, groups and customer always group, I try to explain my topology I have 12 site, and for each site need to have 2 sub-queue (computer and telephony). So I create 12 queue and 2 sub queue Site1

[otrs] mismatch between active directory and local backend authentication

Good morning, list, I have a problem, but my knowledge with MySQL and Perl is very limited. I try to explain what happens. When I have a local customer backend, my customer can create a new ticket on the customer interface, all is good (the ticket is created on the agent interface, and mail

Re: [otrs] Problem with Customer interface

Sebastien Bory Envoyé : lundi 13 septembre 2010 10:52 À : User questions and discussions about OTRS. Cc : otrs-ow...@otrs.org Objet : [otrs] Probleme with Customer interface Dear list I have an error message when a customer want to open a new ticket witch the customer interface. When he click

Re: [otrs] Probleme with Customer interface

ket -> Frontend::Customer::Ticket::ViewNew Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 13 September 2010 02:52, Sebastien Bory wrote: Dear list I have an error message when a customer want to open a new ticket witch the customer interface. When he click to summit he hav

[otrs] Probleme with Customer interface

172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl. So when I log to the agent interface the ticket is created, but I don’t have any mail to tell me there are a new ticket in this file. It’s a mismatch about mail and postmaster Configuration? Thanks for your response Seba

[otrs] Customer interface

Dear all, When i connect to customer interface and i want to open a new ticket i have this message : Erreur: Can't get ArticleID from INSERT! Commentaire: Trace du retour d'erreur: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 6 16:43:33 2010 Message: Can't get Arti

[otrs] Spell Checker Don't Work

don’t understand why Somebody could explain me. Thanks Sebastien Bory - 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 Installation

n the OTRS database, or not necessary? Best Regards Sebastien Bory - 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] ITSM Change management and workorder

Dear lists, I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order, But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I can’t see the

Re: [otrs] [itsm] change management

7;kov Envoyé : mercredi 30 juin 2010 21:20 À : OTRS::ITSM User questions and discussions Objet : Re: [itsm] change management Please see the docs on state machine. The list of avialble states is limited by states currently permitted according to the state machine. 2010/6/30 Sebastien Bory

Re: [otrs] Customer company

User questions and discussions about OTRS. Objet : Re: [otrs] Customer company Hi, On 16.04.2010, at 11:43, Sebastien Bory wrote: it’s possible to have 1 or some customer in more 1 company ? I try to explain. I have 10 agencies and each customer have their company ID (IT Paris, IT Lille

Re: [otrs] Customer company

able for the message if modified. De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Nils Leideck - ITSM Envoyé : vendredi 16 avril 2010 22:02 À : User questions and discussions about OTRS. Objet : Re: [otrs] Customer company Hi, On 16.04.2010, at 11:43, Sebasti

[otrs] Customer company

Dear all it’s possible to have 1 or some customer in more 1 company ? I try to explain. I have 10 agencies and each customer have their company ID (IT Paris, IT Lille, IT Luxembourg, ….) So each customer in Paris see all ticket for our company, that work fine. But my boss when he log on the

Re: [otrs] Upgrade 2.4.7

se, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part

Re: [otrs] Upgrade 2.4.7

stra From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Sebastien Bory Sent: Friday, March 26, 2010 9:45 AM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Upgrade 2.4.7 After this upgrade I can’t log on root or another agent, and it’s the

Re: [otrs] Upgrade 2.4.7

The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Sebastien Bory Envoyé : vendredi 26 mars 2010 13:47 À : 'User questions and discussions about OTRS.

[otrs] Upgrade 2.4.7

Dear, I do an upgrade for otrs 2.4.5 to otrs 2.4.7 When I want to log it with r...@localhost I have this message “the user or password are wrong” And I look in this files otrs.log and I see that: Fri Mar 26 13:42:17 2010][Error][Kernel::System::Valid::ValidIDsGet][195] Table 'otrs.valid' doesn

Re: [otrs] Upgrade 2.4.5 to 2.4.7 Windows

running and you are just upgrading you do NOT need to touche mysql at all. Regards Adam volker.lip...@groupm.com pisze: > > shouldn't it be IDENTIFIED? > > > Li > > > *"Sebastien Bory" * > Sent by: otrs-boun...@otrs.org > > 26.03.2010 08:43 > Please

Re: [otrs] Upgrade 2.4.5 to 2.4.7 Windows

otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de volker.lip...@groupm.com Envoyé : vendredi 26 mars 2010 08:50 À : User questions and discussions about OTRS. Objet : Re: [otrs] Upgrade 2.4.5 to 2.4.7 Windows shouldn't it be IDENTIFIED? Li "Sebastien Bory&

Re: [otrs] Upgrade 2.4.5 to 2.4.7 Windows

r whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Sebastien Bory Envoyé : jeudi 25 mars 20

[otrs] Upgrade 2.4.5 to 2.4.7 Windows

Dear all Does anyone have a simple procedure to upgrade OTRS 2.4.5 to 2.4.7 on Windows Server? I watch the video on YouTube but that not work and I don’t understand all. I have poor knowledge about mysql. Can you help me Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'af

[otrs] use FastCGI or mod_perl

Hi all, I install OTRS 2.4.5 on a windows server 2000 and I want to use FastCGI or mod_perl to increase performances, I read the files readme.webserver, but my knowledge about Perl and apache is very limited. So somebody could explain and help me how to install this ? And I have another quest

[otrs] Customer group

Hi List Can I disable this option on Frontend::Customer the CustomerGroupAlwaysGroups: ? thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56

[otrs] Customer group support

Hi all, I have activate the customerGroup support option in framework frontend:customer But I can’t change the customer default group If have add the group in the CustomerGroupAlwaysGroups: they have all access for all group and I can’t change it. Any idea? I have several business center (Lond

Re: [otrs] Cron jobs : what to change to make the refresh quickier?

Hi Florian I have the same problem, OTRS is install on a Windows Server 2003 , it use the Mail server about our FAI (send and receive mail work fine) but I don't see in the postmaster.pl file the line : # fetch emails every 10 minutes */10 * * * *$HOME/bin/PostMasterMailbox.pl >> /dev/n

[otrs] IE and Customer interface

Hi all I solve my 2 problem this week-end 1 The ticket it’s see on the customer interface when an agent open it with phone ticket , the problem the ticket is not in a good queue (sorry) 2 I do a test with Internet Explorer 8 on another PC and I Have no problem so I thinks it’s my Laptop. Bu

Re: [otrs] ticket not see on customer interface

ssions about OTRS. Objet : Re: [otrs] ticket not see on customer interface You should be aware that the email address of the client inserted is in the customer table and that the user is associated to a customer company HTH MV 2010/1/22 Sebastien Bory Dear all, When a agent crea

Re: [otrs] SIMPLY QUESTION

::NavBarModule&SysConfigGroup=Framework> Frontend::Agent::NavBarModule ? 2010/1/22 Sebastien Bory Hi all I need for some agent, the can access to customer icon, to modify or create the customer record, but I forget where I can modify that. Today I create a group “commercial

[otrs] SIMPLY QUESTION

Hi all I need for some agent, the can access to customer icon, to modify or create the customer record, but I forget where I can modify that. Today I create a group “commercial” with 3 agent but when they login they doesn’t have the customer icons Can you help me ? thanks Cordialement

[otrs] ticket not see on customer interface

Dear all, When a agent create a ticket via phone ticket, the customer don’t see this request on the web interfaces (http://mysites.com/otrs/customer.pl) It is normal or I have forget something ? Thanks for your help Best regards Sébastien Bory Administrateur réseaux NCI-les c

[otrs] Difference betwen owner and responsible

Hi all I need more information and explain for the difference between the owner Ticket and the responsible Ticket The owner see a ticket in his queue and can do everything? But he responsible? If you have some link about ITIL for the owner and responsible ticket Thanks Sébastien Bory Ad

[otrs] Change Server Name

Hi all, I need to change the name server where is my OTRS application I just need to change the FQDN in the module Framework::Core? Or I must do another change ? Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Pe