Thank you!
It was very helpful, my problem is solved :)
- Mensagem original -
De: "Susan Dittmar"
Para: "User questions and discussions about OTRS."
Enviadas: Sexta-feira, 18 de setembro de 2015 6:17:24
Assunto: Re: [otrs] Tickets not appearing in "Tickets i
Hi,
18/09/2015 20:29 - LQ Marshall wrote:
> On Fri, Sep 18, 2015 at 12:20 PM, Robert Recchia wrote:
>> Our old ticket system use to round robin all the tickets to all the
>> available reps. What I mean is if were 100 tickets and 4 people
>> it would automatically assign each user 25 tickets.
and discussions about OTRS.
Subject: Re: [otrs] tickets
I think we might just write a stored procedure to do this I was just wondering
if there was another easier way that I might have missed
Robert Recchia
On Fri, Sep 18, 2015 at 12:53 PM, Gerald Young mailto:cryth...@gmail.com
I think we might just write a stored procedure to do this I was just
wondering if there was another easier way that I might have missed
Robert Recchia
On Fri, Sep 18, 2015 at 12:53 PM, Gerald Young wrote:
> There is no default way to do this. It's not an optimal solution,
> generally, as it doe
There is no default way to do this. It's not an optimal solution,
generally, as it doesn't take into account load balancing (how long the
load of existing tickets can take) or knowledge of request solutions. I
hear there are third party options and other ticket systems that might do
such things, bu
Hi Alexandre,
I'm not sure, but you might mix things here.
14/09/2015 19:43 - Alexandre Lima wrote:
My problem is that I have agents that own some queues, but when a ticket is sent
to one of those queues, they appear in "All tickets" and not in "Tickets in my
queue". As a result, the agents don
Hi,
14/09/2015 19:43 - Alexandre Lima wrote:
> I hope this is the right place to ask for help :)
all OTRS community questions and ideas can be placed here. If you want
commercial support, see your contract for support details.
> My problem is that I have agents that own some queues, but when a t
w
DashboardBackend###0130-TicketOpen
Good luck with that.
Best regards!
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Mihai
Oprea
Sent: 19 iunie 2013 11:43
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Tickets not shown in dashboard for restricted ag
iunie 2013 15:09
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Tickets not shown in dashboard for restricted agents
By default, only rw permissions can effectively use the dashboard. Change in
sysconfig.
On Jun 18, 2013 6:47 AM, "Mihai Oprea"
mailto:mihai.op...@sp
By default, only rw permissions can effectively use the dashboard. Change
in sysconfig.
On Jun 18, 2013 6:47 AM, "Mihai Oprea" wrote:
> Hello again and thank you for your support.
>
> ** **
>
> I have another thing that I cannot figure out.
>
> In my agent/group definition some of the
On 01.03.2013 17:40, Gerald Young wrote:
Vadim,
If you have proof, show it.
Hopefully these examples are enough:
my $Line = 2500;
$Data{Body} .= " $EndForwardedMessage ---";
$Ticket{CreateBy} = $Row[27];
$Ticket{ArchiveFlag}= $Row[26] ? 'y
Vadim,
If you have proof, show it.
-
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
On 27.02.2013 13:07, Michiel Beijen wrote:
Hi Vadim,
On Tue, Feb 26, 2013 at 8:48 PM, Vadim S. Goncharov wrote:
Lately it came to my attention that when a customer replies to a "ticket
closed" email the ticket is not re-opened; the customer receives a "your
ticket has been updated" message im
but it's icky in a system that can do better.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald
Young
Sent: Tuesday, February 26, 2013 6:28 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Tickets not re-opening on customer reply.
wh
Hi Vadim,
On Tue, Feb 26, 2013 at 8:48 PM, Vadim S. Goncharov wrote:
>> Lately it came to my attention that when a customer replies to a "ticket
>> closed" email the ticket is not re-opened; the customer receives a "your
>> ticket has been updated" message immediately followed by a "your ticket
I tested without "-t 0" and through a mail pipe (postfix, in master.cf)
and neither had any effect. I fixed the ACL issue on the tmp directory
by moving/linking it into a tmpfs mount and now it will re-open tickets
as expected.
I'm not sure how an error writing a temporary file would affect ho
-t 0 says don't trust the headers.
That's about it.
On Tue, Feb 26, 2013 at 6:32 PM, Atom Powers wrote:
> I could, and that would probably simply the configuration a bit, but how
> would that solve this issue?
>
>
> On 02/26/2013 03:27 PM, Gerald Young wrote:
>
>> why not just
>> helpdesk: otrs
I could, and that would probably simply the configuration a bit, but how
would that solve this issue?
On 02/26/2013 03:27 PM, Gerald Young wrote:
why not just
helpdesk: otrs
and do a Postmasterfilter?
On Tue, Feb 26, 2013 at 6:21 PM, Atom Powers mailto:apow...@digipen.edu>> wrote:
s/migh
why not just
helpdesk: otrs
and do a Postmasterfilter?
On Tue, Feb 26, 2013 at 6:21 PM, Atom Powers wrote:
> s/might be relevant/is very relevant/
>
> I just tested through the Mail Account interface and it re-opens the
> ticket as expected. So what am I doing wrong with the command below?
>
>
s/might be relevant/is very relevant/
I just tested through the Mail Account interface and it re-opens the
ticket as expected. So what am I doing wrong with the command below?
On 02/26/2013 02:38 PM, Atom Powers wrote:
One more thing that might be relevant.
Tickets are coming in through the l
One more thing that might be relevant.
Tickets are coming in through the local mail system via an alias:
/etc/aliases
--
helpdesk: "|/data/webs/helpdesk/otrs/bin/otrs.PostMaster.pl -q 'Redmond
HelpDesk' -t 0"
On 02/26/2013 02:36 PM, Atom Powers wrote:
I see a lot of "Can't write [to Cache*]:
I see a lot of "Can't write [to Cache*]: Permission denied" Errors.
Could that be preventing the ticket state from updating? That seems
unlikely.
---
Tue Feb 26 13:16:30 2013 notice OTRS-otrs.PostMaster.pl-3 Sent
customer 'Notify Customer on Ticket Close' notification to
'apow.
There should be additional information in the Admin/System Log about the
same time to reflect what happened.
On Tue, Feb 26, 2013 at 4:55 PM, Atom Powers wrote:
> Is this what you are looking for? (This is the ticket I'm testing with.)
>
> 19 customer – email-external Atom Powers
> Re-Open
Is this what you are looking for? (This is the ticket I'm testing with.)
19 customer – email-external Atom Powers
Re-Open Test02/26/2013 13:16
20 system – email-external DigiPen Helpdesk
Your HelpDesk request has been updated. 02/26/2013 13:16
21 sy
can you share a ticket history (in TicketZoom) for a relevant ticket?
On Tue, Feb 26, 2013 at 4:30 PM, Atom Powers wrote:
>
>
> On 02/26/2013 01:14 PM, Gerald Young wrote:
>
>> If "PostmasterFollowupState" is set, it overrides "open", and that's the
>> current value.
>> If the current state TYP
On 02/26/2013 01:14 PM, Gerald Young wrote:
If "PostmasterFollowupState" is set, it overrides "open", and that's the
current value.
If the current state TYPE begins with "close", obey the value in
PostmasterFollowupStateClosed, but only if one is set. (resolved can be
resolved as long as the st
The relevant code from Kernel/System/PostMaster/FollowUp.pm
my $State = $Self->{ConfigObject}->Get('PostmasterFollowUpState') ||
'open';
if (
$Ticket{StateType} =~ /^close/
&& $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed')
)
{
$State =
$Self->{C
On 26.02.2013 21:09, Atom Powers wrote:
We have been running OTRS for about a month and I think it is the best OSS
ticketing system I've ever used.
Having to dig in OTRS code for half a year, I doubt. You situation (see
below) is nice illustration, there are many such things floating around.
Hi Philippe,
It would be probably the best to take a look in the OTRS log (which
can be in a file or in syslog, depending on your configuration) and
check and see what is happening around 00:10 AM.
--
Mike
On Mon, Apr 16, 2012 at 16:24, Martignier, Philippe
wrote:
> Hi there,
>
>
>
> I have the
Fra: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] På vegne av Bjørn
Gustav Baklid
Sendt: 13. januar 2012 09:16
Til: otrs@otrs.org
Emne: Re: [otrs] Tickets with attachments
Hi.
I am having some issues when tickets contain attachments from customers.
When I click on the attachment in the t
Hi.
I am having some issues when tickets contain attachments from customers.
When I click on the attachment in the ticket the URL seems wrong, and I get an
error message containing: slurp_filename('/opt/otrs/bin/cgi-bin/A1100839.doc')
/ opening: (2) No such file or directory at
/usr/lib/perl5/M
t: Tuesday, August 09, 2011 11:45 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Tickets wont stay closed
If it opens, it's usually because a followup exists on the ticket.
On Tue, Aug 9, 2011 at 7:46 AM, Muhammad El-Sergani
wrote:
Hello Robert,
I don't k
If it opens, it's usually because a followup exists on the ticket.
On Tue, Aug 9, 2011 at 7:46 AM, Muhammad El-Sergani wrote:
> Hello Robert,
>
> I don't know your conf, but I used to have this problem. I believe it was
> caused by tickets being locked after any action done.
> Can you confirm if
Hello Robert,
I don't know your conf, but I used to have this problem. I believe it was
caused by tickets being locked after any action done.
Can you confirm if this is the case?
Thanks and Best Regards,
Muhammad El-Sergani.
On Tue, Aug 9, 2011 at 4:50 AM, Robert Woodworth wrote:
> Im trying
On Thu, Apr 28, 2011 at 2:55 PM, Nils Leideck wrote:
> Dear Marius,
>
> On 28.04.2011, at 13:40, Marius Vaitiekunas wrote:
>
>> On Thu, Apr 28, 2011 at 11:07 AM, Marius Vaitiekunas
>> wrote:
>>> Hello,
>>> I have enabled Ticket::Frontend::CustomerTicketOverviewSortable to
>>> "Yes" in sysconfig,
Dear Marius,
On 28.04.2011, at 13:40, Marius Vaitiekunas wrote:
> On Thu, Apr 28, 2011 at 11:07 AM, Marius Vaitiekunas
> wrote:
>> Hello,
>> I have enabled Ticket::Frontend::CustomerTicketOverviewSortable to
>> "Yes" in sysconfig, but sorting works only by the first element
>> ("Ticket#") of the
On Thu, Apr 28, 2011 at 11:07 AM, Marius Vaitiekunas
wrote:
> Hello,
> I have enabled Ticket::Frontend::CustomerTicketOverviewSortable to
> "Yes" in sysconfig, but sorting works only by the first element
> ("Ticket#") of the table. Any suggestions, how to fix it? I was
> comparing dtl files, but w
Marek Hall wrote :
[...]
I've spent some time trying to find any option in configuration which
is responsible for this, but with no luck :( Has anyone an idea where
could it be?
Hi Marek,
have you tried to reproduce this problem in the demo system ? If so
please post the ticket number so that
AH> Marek Hall wrote :
>> I'm not quite sure if this is a matter of configuration or is it the
>> way that OTRS works. Would someone please help me to understand or fix
>> this issue:
>> - when an agent created a ticket on behalf of end user (by an option "
>> phone ticket") ticket is available
Marek Hall wrote :
I'm not quite sure if this is a matter of configuration or is it the
way that OTRS works. Would someone please help me to understand or fix
this issue:
- when an agent created a ticket on behalf of end user (by an option "
phone ticket") ticket is available only for support te
Hi Freundliche,
Can you please give me a test postmaster filter template for accomplishing
this.
Thanks
Siva
On Fri, Jun 25, 2010 at 1:27 PM, Nils Leideck - ITSM <
nils.leid...@leidex.net> wrote:
> Hi,
>
> On 25.06.2010, at 17:31, Siva Prasad wrote:
>
> If a ticket is created primarily in OTR
Hi,
On 25.06.2010, at 17:31, Siva Prasad wrote:
> If a ticket is created primarily in OTRS and if we get an update to the
> ticket..can we create a post master filter where the update received can be
> added as notes to the existing ticket
This is done if there is the ticket number in the su
301
www.novabase.pt<http://www.novabase.pt>
[cid:image001.gif@01CAA8DE.7BCB5650]
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Leonardo Certuche
Sent: Monday, February 08, 2010 4:43 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Tickets Fr
Hello,
With TicketFreeKey you specify a name for the new field. With TicketFreeText
you specify the possible values for the TicketFreeKey (dropdown) but if you
don't check TicketFreeText, then TicketFreeKey will be a textbox, not a
dropdown ;)
Hope it helps
Leonardo Certuche
On Mon, Feb 8, 201
Hi,
On 15.01.2010, at 09:45, Martignier, Philippe wrote:
> To do so, just use an admin account, then sysconfig and change that param:
> PostmasterFollowUpStateClosed:
>
> To closed
be careful with that option if you need to run statistics.
Every ticket will be set to "closed successfully" or w
To do so, just use an admin account, then sysconfig and change that param:
PostmasterFollowUpStateClosed:
To closed
:)
Philippe
World Intellectual Property Organization Disclaimer:
This electronic message may contain privileged, confidential and
copyright protected information. If you have r
ary 14, 2010 9:11 AM
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] Tickets ReOpening
Hi Christopher,
You are 100% right. Changing the Follow up options will change it for ALL
ticket states (open, lock, unlock, and closed). Therefore, not the solution we
are lookin
if I do).
Thanks!
Jose Luis Spahr
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Christopher Ross
Sent: Wednesday, January 13, 2010 4:14 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Tickets ReOpening
If I change the Follow up option to New
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Christopher Ross
Sent: Wednesday, January 13, 2010 7:14 PM
If I change the Follow up option to New Ticket or Reject, won't that change
it for all follow ups, not just when the ticket is closed? I still want
follow ups to be a
ry 13, 2010 1:55 PM
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] Tickets ReOpening
On 13.01.2010, at 00:37, Christopher Ross wrote:
Is there any way to disable the reopening of tickets by email
once they are
Hi,
On 13.01.2010, at 19:55, LQ Marshall wrote:
> On 13.01.2010, at 00:37, Christopher Ross wrote:
> Is there any way to disable the reopening of tickets by email once they are
> already closed?
> Log in with admin rights, go to ADMIN:QUEUES, select the queue in question
> and modify the follo
On 13.01.2010, at 00:37, Christopher Ross wrote:
Is there any way to disable the reopening of tickets by email once they are
already closed?
_
Log in with admin rights, go to ADMIN:QUEUES, select the queue in question
and modify the follow-up option as needed.
LQ
---
u...@domain.com. I hope this made sense. Please let me
know if you can help.
From: Nils Leideck - ITSM [mailto:nils.leid...@leidex.net]
Sent: Tuesday, January 12, 2010 6:47 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Tickets ReOpening
Hi,
On 13.01
Hi,
On 13.01.2010, at 00:37, Christopher Ross wrote:
> Is there any way to disable the reopening of tickets by email once they are
> already closed? There are people at the place that I work that forget to
> remove the system address from the CC when closing out a ticket and therefore
> it jus
Thanks mayk!
_
From: Mayk Backus [mailto:m...@mayk.org]
To: User questions and discussions about OTRS. [mailto:o...@otrs.org]
Sent: Fri, 11 Dec 2009 15:48:28 +0100
Subject: Re: [otrs] Tickets notes as big list
Hi,
there is an icon on the richt of the ticket, expand view
Hi,
there is an icon on the richt of the ticket, expand view. When you click it,
you get a big list for easy browsing. As an alternative you can eport a
fancy pdf file (print button in otrs)
reagards,
Mayk
On Fri, Dec 11, 2009 at 3:32 PM, Gerrit Tamboer wrote:
> Hello!
>
> Question for ya'
Dear Marshall,
I have scanned the whole documentation and did not find anything similar to
what you say. Could you please point me to the exact location / link ?
Greetings,
Kusumba S
There is an switch
which allows a customer/agent connection. There may be something
similar for your purpose
Friends,
Can anyone recommend any other option?
Greetings,
Kusumba S
Hi,
You
have to give at least create permission to user A on group Q1 and then
you could enable watch feature. Subscribing to a ticket (the newly
created one) you can monitor its status there.
HTH
MV
On Tue, Sep 29, 20
Hi,
You have to give at least create permission to user A on group Q1 and then
you could enable watch feature. Subscribing to a ticket (the newly created
one) you can monitor its status there.
HTH
MV
On Tue, Sep 29, 2009 at 7:05 PM, Sridhar Kusumba wrote:
> Dear All,
>
> By now, I have implem
Stats::UseAgentElementInStats: in Framework -> Frontend::Agent::Stats
In some state is not allowed genereting this so is setted to no as default.
On Thu, Aug 6, 2009 at 5:36 AM, Karlos Jelez wrote:
> Hi list,
>
> Do anyone know how to report tickets per agent in a monthly basis?
>
> Any help wil
Thanks Mauricio
I ended up restarting the server and that seemed to 'fix' the problem.
Cheers
J
Maurício Ramos wrote:
Hi, we had a issue like this. Queues were assigned but the agent would not receive the
notifications. We solved by logging with our agents and under preferences, list box
"My
Hi, we had a issue like this. Queues were assigned but the agent would not
receive the notifications. We solved by logging with our agents and under
preferences, list box "My Queues", select the queues again.
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] O
I'd think that it is possible to modify this but what you are describing is
normal behavior. To change the state the owner must create a phone call or
email response. Notes, etc. doe not change the state.
-
OTRS mailing list
ice and it seems much faster
than OTRS.
David
> From: [EMAIL PROTECTED]> To: otrs@otrs.org> Date: Tue, 18 Nov 2008 20:17:38
> +0100> Subject: Re: [otrs] Tickets allocation with a queue> > Den 18/11/2008
> kl. 16.29 skrev David Eco:> > > Tickets dispatchin
Den 18/11/2008 kl. 16.29 skrev David Eco:
Tickets dispatching is a necessary feature for a ticketing system.
Human intervention is not a option for most of circumstance. I don't
how do you handle this issue on OTRS.
OTRS is not meant to be used that way, I believe.
Maybe you should try and
Tickets dispatching is a necessary feature for a ticketing system. Human
intervention is not a option for most of circumstance. I don't how do you
handle this issue on OTRS.
> From: [EMAIL PROTECTED]> To: otrs@otrs.org> Date: Fri, 14 Nov 2008 18:39:12
> +0100> Subject
Den 14/11/2008 kl. 16.10 skrev David Eco:
Hi, appreciated if any body can advise if OTRS has ticket
distribution function within a queue.
It hasn't. Either let your agents assign tickets by themselves or have
a supervisor do it for them.
--
Lars
__
Hi, appreciated if any body can advise if OTRS has ticket distribution function
within a queue.
Thanks.
From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: Wed, 12 Nov 2008 23:31:32
-0500Subject: [otrs] Tickets allocation with a queue
Hi all,I created a queue with 3 users(agent) in OTRS. Now, ever
Hi,
Арсанукаев Ясир Маликович wrote:
> Hello people !
>
> I have different queues, some of them belong to 'users' group and thus
> only agents can write to these queues and some which belong to
> 'customers' group to which both agents and customers can write their
> tickets via customer.pl.
>
Dear Mladen,
Dear Nils (and others),
It does not happen automatically, the tickt was closed few hours
before, during the daytime. At 10 minutes past midnight OTRS admin
reopened them. The two log-rows are both related to OTRS admin action.
We can't disable SLA's, we are not using them yet, b
are in the proccess
of configuring them and will use them very soon.
Kind regards, Mladen Acinger
>
*
>
>Date: Thu, 24 Jan 2008 12:58:40 +0100
>From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>
>Subject: Re: [otrs] Tickets reopen automatically
>To: &q
Mladen Acinger wrote:
Since a few days many of our tickets are automatically being
reopened by OTRS admin. In the history of the ticket I see this:
StateUpdate - Old: "closed successful" New: "open" - [EMAIL PROTECTED]
(Admin OTRS) - 01/23/2008 00:10:34
Misc - Reset of escalation update tim
Hi Mike,
Mike Dent schrieb:
On 5/22/07, Alexander Scholler <[EMAIL PROTECTED]> wrote:
Hi all,
Mike Dent schrieb:
>> >I'd like to be able to add entries to the calendar from tickets,
eg to
>> >schedule a time to
>> >attend to a ticket, can this be done?
>>
>> No, not yet unfortunatly. But it
On 5/22/07, Alexander Scholler <[EMAIL PROTECTED]> wrote:
Hi all,
Mike Dent schrieb:
>> >I'd like to be able to add entries to the calendar from tickets, eg to
>> >schedule a time to
>> >attend to a ticket, can this be done?
>>
>> No, not yet unfortunatly. But it would be a nice feature ofcours
Hi all,
Mike Dent schrieb:
>I'd like to be able to add entries to the calendar from tickets, eg to
>schedule a time to
>attend to a ticket, can this be done?
No, not yet unfortunatly. But it would be a nice feature ofcourse :).
Yes it would be excellent. It means jobs/tickets could be assign
I think he wants to know how you got it to work
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Alexander Scholler
Sent: Tuesday, May 15, 2007 8:59 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Tickets between two OTRS systems
As far as I know if you send tickets between two systems, they will be
assigned new ticket numbers on the receiving system. If your replies are set
up correctly it should work. I think I fully understand what you are asking
though. I don't think the system can accept foreign ticket numbers.
-O
On 5/15/07, Christian Schoepplein <[EMAIL PROTECTED]> wrote:
Hello,
On Thu, May 10, 2007 at 03:51:01PM +0100, Mike Dent wrote:
>What is the purpose of the calender choice/button in the Queue admin?
You can define differnt calendars when more then one time zone is
needed.
>I'd like to be able t
Hello,
On Thu, May 10, 2007 at 03:51:01PM +0100, Mike Dent wrote:
>What is the purpose of the calender choice/button in the Queue admin?
You can define differnt calendars when more then one time zone is
needed.
>I'd like to be able to add entries to the calendar from tickets, eg to
>schedule a
Hi Sven,
Sven Wilhelm schrieb:
Hi,
is it anyway possible to pipe tickets from one otrs system into another having
two different kind of numbering schemas?
use case: a support team has to send requests to an external support team also
working with otrs. I like to manage this requests the sam
Hi Alexander
Alexander Scholler schreef:
Hi Jurgen,
great that you managed to write your of generic agent module.
After knowing how it works, you are able to customize OTRS to your
very special needs, never thought before of being able to realize
this. I think OTRS is really great.
I must
Hi Jurgen,
great that you managed to write your of generic agent module.
After knowing how it works, you are able to customize OTRS to your very
special needs, never thought before of being able to realize this. I
think OTRS is really great.
I have only one problem left. I have also copied a
Dear Alexander
Alexander Scholler schreef:
It can be configured => PostmasterFollowUpState
I set it to "new - extended", a new state of type "new" I added to
OTRS with "System > States"-setup.
I have configured an additional state "new followup" and when a followup
is received for an existi
Hi Jurgen,
Jurgen de Wijs schrieb:
Alexander Scholler schreef:
Hi Juergen,
This approach should work fine:
* tickets should get a new state after an incoming and not yet
processed customer follow-up.
Is this something you can configure in OTRS or is that where I have to
write my own module f
Alexander Scholler schreef:
Hi Juergen,
This approach should work fine:
* tickets should get a new state after an incoming and not yet
processed customer follow-up.
Is this something you can configure in OTRS or is that where I have to
write my own module for?
* if a agent acts upon an follow
Hi Juergen,
Richard Hinkamp - BeSite schrieb:
Hi Jurgen,
I am looking for this situation:
* ticket is openened
* agent sends a reply to ticket and herewith locks the ticket
* client replies only after 5 days or so
* agent with ticket locked shall receive notification
* If agent
Hi Jurgen,
I am looking for this situation:
* ticket is openened
* agent sends a reply to ticket and herewith locks the ticket
* client replies only after 5 days or so
* agent with ticket locked shall receive notification
* If agent is on holiday or on business trip the ticket sh
Richard Hinkamp - BeSite schreef:
Hmm it does exactly what it's supposed to do. After inactivity of 480
minutes it gets unlocked.
Why do you want to unlock a ticket when a client sends another e-mail?
Maybe you are looking for pending status? To close a ticket if a
client did not respond within
Jurgen de Wijs wrote:
When an agent has replied to a client with an e-mail message the
ticket becomes locked.
We have set an unlock timeout of 480 minutes (8 hours) so that when
a customer replies to a ticket that is locked it becomes unlocked.
The strange thing is that the ticket gets un
Jurgen de Wijs wrote:
When an agent has replied to a client with an e-mail message the
ticket becomes locked.
We have set an unlock timeout of 480 minutes (8 hours) so that when
a customer replies to a ticket that is locked it becomes unlocked.
The strange thing is that the ticket gets un
Hmm it does exactly what it's supposed to do. After inactivity of 480
minutes it gets unlocked.
Why do you want to unlock a ticket when a client sends another e-mail?
Maybe you are looking for pending status? To close a ticket if a client
did not respond within 8 hours?
Regards,
Richard
Jurge
Hi Danie,
Danie schrieb:
Hi All ,
We are experiencing intermittent problems with certain tickets with
attachments. Some get sent , and some the browser just sits at a certain
percentage and the ticket does not get forwarded/replied to. Is anyone
else experiencing such problems? Any possible
On Fri, March 24, 2006 1:20 pm, Danie said:
> We are experiencing intermittent problems with certain tickets with
> attachments. Some get sent , and some the browser just sits at a certain
> percentage and the ticket does not get forwarded/replied to. Is anyone
> else experiencing such problems?
Hi Chris,
Chris Hutchinson wrote:
> OTRS version: 2.0.3-01
> OS: Windows XP Pro SP2
>
> Evaluating OTRS.
>
> Have set up various groups, roles, users and queues.
>
> It appears that tickets in queues to which a particular user does NOT
> have 'rw' permission (e.g. only 'ro' permission) are
Just to let you guys know, we had a corrupt table
in our database, which caused this problem.
Rudi
- Original Message -
From:
Rudi
Kramer
To: otrs@otrs.org
Sent: Friday, March 04, 2005 12:56
PM
Subject: [otrs] Tickets not displaying in
queview
Good Morning
I think you have only a configuration problem. How did you see nothing?
In "My Queue"? Or when you select the name of the Queue directly? What
happends if you create a new ticket (e. g. telefonticket)?
The ticket get's created and sent out when I use the telefonticket, If I do
a search on all
Good Morning Mr. Kramer,
We had some problems with OTRS 1.3.2 and we decided to roll back to a version
which we backed up a few days earlier. We restored the entire folder and also
the database, and kept the old information in a different folder.
It looked as if everything was working but then to
On Thu, 23 Sep 2004 14:52:43 -0400, [EMAIL PROTECTED] <[EMAIL PROTECTED]> wrote:
> Thanks very much for that info. Can I get a definition of "available" tickets?
The ticket has state "new" and has not been "locked" or responded to in any way.
The ticket has state "open" and has been unlocked by a
Thanks very much for that info. Can I get a definition of "available" tickets?
What makes a ticket "available"?
What criteria define if a ticket is shown on the queueview page?
MMP
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OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http:
[EMAIL PROTECTED] wrote:
> I am trying to understand the QueueView so I can understand how many
> open tickets there are, and who is working on them (owner). Why does
> the queueview only show "available" tickets versus "open" (not yet
> closed) tickets, and what criteria is used to determine if a
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