[otrs] How does MTBI (Minimum time between incidents) affect SLA and tickets?

Hi, I try to find information about this feature in the SLA configuration but I can't find any thing. Can you help with this info? What this configuration modifies the ticket workflow? How can we use it on our company? For example. I have created a SLA with a 10 minutes MTBI. Then I create 2 tic

Re: [otrs] Using the mask "*" in PostMaster Filters

Hi all, OTRS is evaluating the postmaster filter as a Perl regular expression and *@example.com is not a valid Regex. You should try .*\@example.com "." means "everything but a newline" in regular expressions. Cheers, Renée On 16.04.2011 23:34, Muhammad El-Sergani wrote: > Hi all, > > I've been

Re: [otrs] Using the mask "*" in PostMaster Filters

Thanks Renee, Gerald, Both are working fine. Thanks and Best Regards, Muhammad El-Sergani. On Sun, Apr 17, 2011 at 5:05 PM, Renée Bäcker < mailinglis...@renee-baecker.de> wrote: > Hi all, > > OTRS is evaluating the postmaster filter as a Perl regular expression > and *@example.com is not a va

[otrs] Set a CustomerID to old tickets

Hi all, I have an already running system, and would like to set a specific CustomerID to some old tickets. Problem is, I can't go picking and editing them one by one, that would take ages. So I tried searching, then Bulk-editing them, but couldn't edit the cusomterID. Any thoughts and/or ideas?

Re: [otrs] Customer mail is the agent's

Thanks Gergely, That worked out fine, just had to find out how to work out "X-OTRS-ArticleType" and "X-OTRS-SenderType" :) Thanks and Best Regards, Muhammad El-Sergani. On Thu, Apr 14, 2011 at 8:47 PM, Gergely Polonkai wrote: > One possible solution comes into my mind, but it requires much wo

[otrs] PostMaster filters: X-OTRS-ArticleType & X-OTRS-Type

Hi all, What's the difference between "X-OTRS-ArticleType" and "X-OTRS-Type" in PostMaster Filters? I tried out "X-OTRS-ArticleType", and could set 'email-external' and so on, but what's the other for? Thanks and Best Regards, Muhammad El-Sergani. -

Re: [otrs] Set a CustomerID to old tickets

customerID is assigned with the customer in the ticket. Basically, if the customer doesn't have the CustomerID you wan't, you will need to fix that, then re-assign the customer to the ticket. http://forums.otrs.org/viewtopic.php?f=60&t=7531 I suppo

Re: [otrs] Set a CustomerID to old tickets

Or you could use a Generic Agent (I think). (Probably safest bet). On Sun, Apr 17, 2011 at 2:06 PM, Gerald Young wrote: > customerID is assigned with the customer in the ticket. Basically, if the > customer doesn't have the CustomerID you wan't, you will need to fix that, > then re-assign the cu

Re: [otrs] PostMaster filters: X-OTRS-ArticleType & X-OTRS-Type

Type is a ticket type designation. What it means is up to you. On Sun, Apr 17, 2011 at 12:50 PM, Muhammad El-Sergani wrote: > Hi all, > > What's the difference between "X-OTRS-ArticleType" and "X-OTRS-Type" in > PostMaster Filters? > I tried out "X-OTRS-ArticleType", and could set 'email-external