Re: [otrs] notification using GenericAgent

You might add a Notification (Event) on the note being created. On Wed, Sep 8, 2010 at 2:30 PM, DM_Julio Angulo wrote: > hi, I want send a notice to be met before an escalation using to > GenericAgent, question: what the command go in the textarea? or is for some > other reason not send theemai

Re: [otrs] OTRS 2.4.8. the signature is no more shown on email-tickets

One who creates his own theme -- http://doc.otrs.org/2.4/en/html/c2079.html -- may avoid this issue in the future. On Fri, Oct 8, 2010 at 4:53 AM, Martignier, Philippe < philippe.martign...@wipo.int> wrote: > I found the reason why ... > > I use themes and for these themes the signature is not ap

Re: [otrs] Move queues without being ticket owner?

Not the most fun way of doing it, but if you know the ticket number, and the destination queue, you can use a Generic Agent to change Queues (run now, but don't schedule). On Tue, Oct 12, 2010 at 5:05 PM, Hugh Kelley wrote: > Is there a sysconfig option that would allow a manager to change ticke

Re: [otrs] problem when composing mail to customer

The postmaster mail account shouldn't be an option for a recipient. No agents or customers should have the PostMaster Mail account email address. On Wed, Oct 13, 2010 at 6:25 AM, PREF31 OTRS < o...@haute-garonne.pref.gouv.fr> wrote: > Hi, > > When I compose a mail to a customer, I don't want to s

Re: [otrs] Customer info problem

for a specific ticket, you can use a Generic Agent to delete it by ticket number. That doesn't solve this issue, however. On Mon, Oct 18, 2010 at 3:37 AM, Annika Liikanen wrote: > I have strange problem. I made a test ticket and now I can´t change > customer info. If I go to zoom ticket => Custom

Re: [otrs] Prevent User ID 1 / root from Owning tickets

If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body. #customer customerem...@domain.tld The postmaster filter gets it then the ticket gets created and assigned to the customer. http://wiki.otrs.org/index.php?title=Create_a_ticket_i

Re: [otrs] Companies and CustomerIDs

I believe the CustomerIDs are supposed to list a quantity of CustomerID that apply to the users. User John Smith might have a CustomerID of johnsm...@domain.tld and maybe CustomerIDs of ... well, it may not be relevant to him. User Bob Manager might have a CustomerID of bobmana...@domain.tld BUT h

Re: [otrs] GenericAgent, auto-forwarding tickets

Would it make sense to say "Tickets moved to this queue are assigned a watcher"? Or do you want a Notification (Event) "Ticket Moved to this Queue" TicketQueueUpdate? Or do you want to unlock a ticket when moved to the queue and use the Agent "My Queues" notification preferences? On Fri, Nov 12, 2

Re: [otrs] GenericAgent, auto-forwarding tickets

il without some development. On Fri, Nov 12, 2010 at 6:22 AM, Alexander Halle wrote: > Gerald Young wrote : > > Would it make sense to say "Tickets moved to this queue are assigned a >> watcher"? >> Or do you want a Notification (Event) "Ticket Moved to this Queue&q

Re: [otrs] problem with convert email in tickets

This seems to indicate you've changed the name of "normal" priority. On Wed, Nov 17, 2010 at 10:32 AM, DM_Julio Angulo wrote: > Hi, I wonder if anyone has or knows of a tutorial on how to properly > configure the email administrator account as I've tried various settings and > I only get the me

Re: [otrs] changing the polling frequency

If you are receiving large volumes of tickets, this may not be as effective as implementing procmail, which handles tickets instantly. On Thu, Nov 18, 2010 at 2:56 AM, Christian Kyony wrote:

Re: [otrs] OTRS 3.0 installed in a virtual machine, ready to go?

How about a virtualbox vm? It's mostly open source (unless you need USB support, but it's still gratis/free) and very cross platform. http://www.virtualbox.org/wiki/Downloads plus there are ample tutorials about VDI to VDMK conversion if you need it. On Fri, Nov 19, 2010 at 11:31 AM, Wes wrote:

Re: [otrs] OTRS 3.0 installed in a virtual machine, ready to go?

d to rename/copy them appropriately. hint to change to static IP: http://www.debianhelp.org/node/3246 Again, I would appreciate any feedback. Kind regards, Gerald Young (crythias) On Fri, Nov 19, 2010 at 12:13 PM, Gerald Young wrote: > How about a virtualbox vm? It's mostly open so

Re: [otrs] X-OTRS-Children-In-Queues in PostmasterFilter not creating parent-child tickets

If I didn't have the need to link the tickets, I'd consider using a distribution list or procmail to copy the ticket to multiple recipients (ie, queue aliases for the otrs inbox). PostMaster would then apply the Queue based upon To: On Tue, Nov 23, 2010 at 8:02 AM, Nils Leideck - ITSM < nils.leid

Re: [otrs] Customers need to see each others tickets. How can that be configured?

Customers with the same Customer ID will see each others tickets in "Company Tickets". On Thu, Nov 25, 2010 at 4:11 AM, Erik van Ast wrote: > Hi all, > > At our company we currently use OTRS 3.0.2. and we have 2 agents and about > 10 customers. All these customers can create their own tickets but

Re: [otrs] Generic Agent: Forward message?

That sounds like Notification (Event) Recipient (email based) Event: TicketQueue Update Queue: destination Queue On Fri, Nov 26, 2010 at 9:24 AM, Lars Jørgensen wrote: > Hi Alexander, > > Sorry for top quoting, but our company Outlook makes life hard. > > We want to forward automatically. When

Re: [otrs] Autoincrement trouble

e might have spoken before I posted this. Please backup and test before making this live. I hope it helps. Please ask a question if you don't understand. -- Gerald Young On Fri, Nov 26, 2010 at 4:37 AM, Sune T. Tougaard wrote: > Hi List, > > > > Last night, our system (2.4

Re: [otrs] Autoincrement trouble

AutoIncrement treats the ticket number as identical no matter how many leading zeros, this probably shouldn't be a problem. Of course, I should have tested, first. It was improper to present that as a suggestion on this type of list, and I regret posting it, even if it could help.

Re: [otrs] Autoincrement trouble

. > > > > I’m running 2.4.7 on a Windows 2008 R2 server, if that makes any > difference. > > > > Thanks for inputs so far. > > > > -- > > /Sune T. > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of > *Gerald Young >

Re: [otrs] Display "To" names

This isn't how OTRS works. New tickets go to a queue. Unless they are assigned to a specific owner, all engineers (agents) in the queue will get email notification if: - there is a new ticket in a queue to which they belong, and - the queue is part of the engineer's preferences My Queues, an

Re: [otrs] hide agent email address from customer view

Edit Kernel/Modules/CustomerTicketZoom.pm my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; and the same in CustomerTicketMessage.m CustomerTicketMessage.pm:my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; On

Re: [otrs] Per Company Web Form for submitting tickets

I've used www.jotform.com to create the form for my intranet, emailing the information in the body, from the submitter. On Thu, Dec 2, 2010 at 7:58 PM, Munroe Sollog wrote: > Is there a way to create a custom Web form on a per company basis. This > would help the customer create more complete a

Re: [otrs] What's the difference between editting config.pm or the Sysconfig in the admin part of the OTRS system?

Active Directory group filters are hand-edited in Config.pm. Changes to SysConfig are written in Kernel/Config/Files/. It's not a good idea to change the latter files by hand. On Fri, Dec 3, 2010 at 4:27 AM, Erik van Ast wrote: > Hi all, > > I still have problems configuring LDAP with OTRS (all m

Re: [otrs] Problem CustomID(s) and "My tickets" and "Company tickets"

You're using Active Directory for customers, your map determines the customerID (Kernel/Config.pm). CustomerID must be mapped to an entry (field) in AD that has the word "TEST". On Wed, Dec 8, 2010 at 6:29 AM, Erik van Ast wrote: > Hi all, > > > > I hope someone can help me with this. > > > > We

Re: [otrs] Problem CustomID(s) and "My tickets" and "Company

No, CustomerID changes should not affect "My Tickets". "My Tickets" is based upon the customer as an individual. "Company Tickets" is based upon tickets which have a CustomerID that is the same as that which is assigned to the customer user. It's (IMO) an unfortunate naming scheme. For simplicity

Re: [otrs] Ticket State and Owner

You shouldn't have to do anything. The one who locks the ticket owns the ticket. I believe the first person to do anything to the ticket to make a change (for example, Click response) locks the ticket and assigns himself as the owner. In addition to that, if a third-party owner is assigned to the t

Re: [otrs] Postmaster filter: merge tickets by header

If the subject of the email contains a properly formatted TicketID block: for example: [Ticket#201012081014] , it will assign the article to the ticket. As I see from the PostMaster Headers, there is no other way to set a ticket number in the header, neither via direct assignment nor via PostMa

Re: [otrs] Queue moves in history

The bar at the right tells you the Queue it's in, doesn't it? On Thu, Dec 9, 2010 at 8:17 AM, Lars Jørgensen wrote: > Hi, > > Often been wondering: When we move a ticket into a different queue, the > History just shows it's been moved. Is it possible to see what queue it was > moved into? > > >

Re: [otrs] How to change the server

What operating system will you move it to? If it's still Windows, you should be able to run the installer of the same release, then backup old and restore to new. On Thu, Dec 9, 2010 at 8:14 AM, Ferdinandus Rudijanto wrote: > Hi all > > My otrs server's platform is Windows XP. I plan to change i

Re: [otrs] Queue moves in history

What version are you using? This looks like 3, but the English version certainly shows from and to in History. Your Kommentar column is not the same as the column in English. English seems to be more descriptive. On Fri, Dec 10, 2010 at 6:18 AM, Lars Jørgensen wrote: > Hi Broderick, > > > > I d

Re: [otrs] Separate customer and agent servers

You don't have to fully DMZ it. Just port-forward the web port (80 or 8080->80 or something that makes sense). Note that if you use any port besides 80, you will likely want to change the signature/footer of outbound emails to reflect the port you're opening. You can add an additional Listen direct

Re: [otrs] Dicking around with AgentTicketZoom.dtl

did you check the "View Source" of the rendered page to see if that img line is in your theme? On Fri, Dec 10, 2010 at 6:08 AM, Lars Jørgensen wrote: > Hi, > > > > In OTRS 2.4.x, I could do this in AgentTicketZoom.dtl (in my own theme): > > > > > > > > > >

Re: [otrs] Separate customer and agent servers

dress we setup very performant OTRS services. > > Cheers, Nils > > > On 10.12.2010, at 14:21, Gerald Young wrote: > > You don't have to fully DMZ it. Just port-forward the web port (80 or > 8080->80 or something that makes sense). Note that if you use any port > be

Re: [otrs] OTRS Integration with other tools

Integration? What kind of integration would you expect a ticketing system to have with an HR system or a financial system, for instance? If your company is focused on such high level applications and can afford them, I'd strongly suggest speaking with an OTRS consultant about your integration needs

Re: [otrs] OTRS and ITSM versions

http://forums.otrs.org/viewtopic.php?f=53&t=7154 ITSM for 3.0 will be available in March. On Thu, Dec 16, 2010 at 4:58 AM, Sudhir Garg wrote: > > > Dear All, > > Can somebody please give us a pointer regarding the evaluation of OTRS? We > are planning to evaluate OTRS with the ITSM modules. I h

Re: [otrs] RPM upgrade from 3.0.3 to 3.0.4 reports perl(Date::Format) missin g

http://forums.otrs.org/viewtopic.php?f=62&t=6920 --nodeps? (because if you *know* it's there, don't fight it.) On Thu, Dec 16, 2010 at 8:12 AM, John Murray wrote: > On my CentOS 5 server I just tried to upgrade from OTRS 3.0.3 to 3.0.4 but > this failed: > > [r...@otrs ~]# rpm -Uvh otrs-3.0.4-01

Re: [otrs] Cannot edit reponses, users, groups after upgrade to 3.0.2

What logs are saying this? SysLog? what about apache logs? On Thu, Dec 16, 2010 at 5:24 PM, Jefferson Davis wrote: > > More: Went back and redid all the upgrade steps. Still cannot edit > responses, linkages between groups and agents, for example. > > Error logs show this: > > GET /otrs/index.p

Re: [otrs] How to backup OTRS in Windows XP platform

perl backup.pl ... To back up manually, use any backup program to backup your otrs directory, and mysqldump to back up your otrs database. On Tue, Dec 21, 2010 at 8:00 AM, Ferdinandus Rudijanto wrote: > I want to backup my OTRS in Windows XP. As I know there is backup.pl for > doing this. Unfor

Re: [otrs] Can't get ticket to change state

No, it's not stupid. A ticket won't change from "New" (by default) forever. ... unless ... the ticket has been replied to or some other action (adding a note? or closing it) that would update the ticket besides "only" being locked. The idea being that a ticket that's sitting as "New" is one that is

Re: [otrs] Turn off "auto replay"

You could give him his own queue that doesn't auto-reply (Postmaster Filter) then use a generic agent to move him to the real queue. On Thu, Dec 23, 2010 at 12:14 AM, Jean BROW wrote: > Hi, > > Do anyone know how I can turn off "auto replay" just for 1 person who > sending us email often? All ot

Re: [otrs] OTRS Evaluation Questions

1) Yes http://wiki.otrs.org/index.php?title=Notify_Users_that_a_Ticket_has_closed 2) ... maybe, but that might require extra work on the customer's part (close tickets from customer web front end is always available). Then

Re: [otrs] Turn off "auto replay"

iet and moves those tickets to "Help" (your standard queue) (or tell your agents to manually move the ticket.) On Thu, Dec 23, 2010 at 7:00 PM, Jean BROW wrote: > Can you please explain to me how I set this up? > > Thanks. > > > 2010/12/23 Gerald Young > > You

Re: [otrs] OTRS Evaluation Questions

Nils: Really? Out of the box? I thought unless you Compose Answer/Reply with close, there wouldn't be a notification with to the customer of closed ticket. (see the disclaimer on the Wiki) On Fri, Dec 24, 2010 at 8:53 AM, Nils Leideck wrote: > Dear Kevin, > > Simply answered: yes , yes and yes ;-

Re: [otrs] OTRS Evaluation Questions

ttp://webint.cryptonode.de / a Fractal project > > On 24.12.2010, at 17:19, Gerald Young wrote: > > Nils: Really? Out of the box? I thought unless you Compose Answer/Reply > with close, there wouldn't be a notification with to the customer of closed > ticket. (see the disclaimer

Re: [otrs] Filtering out of office reply's

Postmaster filter Match Subject "Out of Office" Set X-OTRS-Ignore "Yes"? On Wed, Dec 29, 2010 at 12:07 PM, Mikola Rose wrote: > Heya group, > > > > One thing I ran into over the holidays is the number of vacation alerts > that come in. Is there a way to filter out of office alerts from clients

Re: [otrs] Filtering out of office reply's

Probably should have appended a * or something to match "anything after that" On Wed, Dec 29, 2010 at 12:16 PM, Gerald Young wrote: > Postmaster filter Match Subject "Out of Office" Set X-OTRS-Ignore "Yes"? > > On Wed, Dec 29, 2010 at 12:07

Re: [otrs] No X-OTRS headers in mails from OTRS

No human should be involved with OTRS's inbox. On Mon, Jan 3, 2011 at 7:25 AM, Frank Thommen wrote: > Hi Mike, > > > The only headers that OTRS would append to your outgoing emails are: >> X-Mailer: OTRS Mail Service (3.0.x CVS) >> > > OK. > > > > You can add X-OTRS- headers to incoming emails

Re: [otrs] Need help regarding incoming POP3 mails and delivery to agent's inboxes

Yes. Check out PostMaster Mail Account. By the way, you don't necessarily have to have separate POP3 accounts. They can be aliased to one account and still distribute properly. Also add the email addresses to "Email Addresses" in Admin. This is where the drop-down list gets adjusted within Queue co

Re: [otrs] Customers without mail

Alternatively, I've been suggesting using (customerphonenumber)@ mailinator.com as an email address. See http://mailinator.com/ for more info. On Tue, Jan 4, 2011 at 10:01 AM, Jan Rüssel wrote: > I am using telephone tickets along with disabling the check for email > adresses. > You can deactivi

Re: [otrs] Customers without mail

my mailinator post does essentially the same thing. :) On Fri, Jan 7, 2011 at 10:55 AM, Shawn Beasley wrote: > Hello Steve, > > On Jan 7, 2011, at 15:35 , Steve Durbin wrote: > > > Armando, > > > > The solution we are using is to create a mail "sink". Using Postfix (or > any other mail client) it

Re: [otrs] Postmaster filter: help

^ usually indicates beginning of a line. ! indicates negation. On Fri, Jan 7, 2011 at 11:29 AM, Martignier, Philippe < philippe.martign...@wipo.int> wrote: > Hi > > I asked before for an express to do the not = > > It was like this: ^[^expression] > > What I want now is the following: > > A filte

Re: [otrs] Postmaster filter: help (Gerald Young)

> > World Intellectual Property Organization Disclaimer: > > This electronic message may contain privileged, confidential and > copyright protected information. If you have received this e-mail > by mistake, please immediately notify the sender and delete this > e-mail and all

Re: [otrs] multiple sites on 1 server

I have phpMyAdmin and OTRS running simultaneously. You may need mod_php, but virtual hosts? I don't think so. Alias /pmyadmin /usr/share/phpmyadmin Options FollowSymLinks DirectoryIndex index.php AddType application/x-httpd-php .php php_

Re: [otrs] Postmaster filter: help (Gerald Young)

I suppose you could use a programmed PostMaster Filter (separate file), or say, X-OTRS-IGNORE=No if "[Tt][Ii][Cc][Kk][Ee][Tt]" (stop after match) On Mon, Jan 10, 2011 at 11:44 AM, Martignier, Philippe < philippe.martign...@wipo.int> wrote: > Hi Gerald, > > Every incoming email is creating a ticke

Re: [otrs] TicketCounter.log resets itself.

If you're using the default ticket numbering with time stamp, this shouldn't be a problem (date/time also uniquely identifies a ticket). If you're using a 4 digit autoincrement or alternative (random?) numbering scheme, that might be different. What numbering scheme are you using? On Thu, Jan 13,

Re: [otrs] Update/relookup customer informations after changing backend from Database to LDAP?

The ticket table in the database holds the username and the customerID that submitted a ticket. To refresh, the table needs to be updated. Generic Agent can be used to search for tickets with username *oldusername* and assign customer * newcustomer*. On Mon, Jan 17, 2011 at 5:26 AM, Frank Thommen

Re: [otrs] Update/relookup customer informations after changing backend from Database to LDAP?

UserEmail', 'Email', 'mail',1, 1, > 'var', '', 0 ], >[ 'UserCustomerID', 'CustomerID', 'uid',0, 1, 'var', > '', 0 ], ># [ 'UserCu

Re: [otrs] Update/relookup customer informations after changing backend from Database to LDAP?

# add a ldap filter for valid users (expert setting) >># CustomerUserValidFilter => '(!(description=gesperrt))', >># admin can't change customer preferences >>AdminSetPreferences => 0, >># cache time to li

Re: [otrs] How to hide tickets assigned to some else from my dashboard?

You might want to be in "Tickets" section which is more personalized to you. On Fri, Jan 21, 2011 at 4:43 AM, Marc Strapetz wrote: > With version 3.0.5, I'm seeing tickets in "New Tickets" as well as "Open > Tickets" area, "My Queues", which are already assigned to other users > (not default user

Re: [otrs] Postmaster error

your filter is trying to match "/*" which it's not liking. On Fri, Jan 21, 2011 at 8:15 AM, Marco Vannini wrote: > Hi all, > > I don't know what could have been happened but I'm experiencing a > > Quantifier follows nothing in regex; marked by <-- HERE in m/* <-- HERE > Delivery Status Notificat

Re: [otrs] otrs 3.0.5 session id is invalid

http://forums.otrs.org/viewtopic.php?f=81&t=5978 On Sun, Jan 23, 2011 at 9:30 AM, Jason Benedict Low wrote: > HI, > > I am new user to otrs. Please help me for this problem. > > 1. after a fresh installation of otrs ver 3.0.5-b1 in Centos 5.5 using the > otrs rpm version. I tried to login as root

Re: [otrs] Anyone know how to make a field mandatory?

Set the "required" bit to 1 in the Config.pm CustomerUser Map: $Self->{CustomerUser} = { # #... other content from Defaults.pm was not pasted in this post ... you still need to copy them # #

Re: [otrs] Error in PGP keys

did you check your system log in admin? Are any any errors present there? if you don't have gpg at /usr/bin/gpg or have it installed or defined, you may get this error: Framework -> Crypt::PGPPGP::Bin On Tue, Jan 25, 2011 at 6:47 AM, Rohit Singh wrote: > Any updates on the below error message? >

Re: [otrs] associate customer to company?

Nobody has yet corrected me on my multiple postings on the forums, including this one: http://forums.otrs.org/viewtopic.php?f=60&t=7531 that seem to indicate that sharing a CustomerID is possible. Either I've been telling the wrong story or the implementation of Company Tickets is not optimal. I te

Re: [otrs] associate customer to company?

, and the documentation should win, but in this case, I have a few doubts. I'd hate it if I've been posting incorrect information, and will correct it if I'm wrong. On Tue, Jan 25, 2011 at 8:28 AM, Gerald Young wrote: > Nobody has yet corrected me on my multiple postings on

Re: [otrs] Anyone know how to make a field mandatory?

reet', 'Street', 'street', 1, 0, > 'var', '', 0 ], > > [ 'UserZip', 'Zip', 'zip', 1, 0, > 'var', '', 0 ], > > [ 'UserC

Re: [otrs] associate customer to company?

t; company having an ID (customerID) and then associating this ID in customerID > at the customer_user profile. > > > > Incoming mail, are filtered and are associated with che > correct X-OTRS-CustomerNo (customerID) and the corresponding X...Queue and > so on... > >

Re: [otrs] associate customer to company?

nd usage are to be evalueted... as usual, but, > just to start, one has to understand the usage and feature that the tools > offers and then plasm it at his organization/flow/needs > > > On Tue, Jan 25, 2011 at 3:54 PM, Gerald Young wrote: > >> I don't really want to su

Re: [otrs] associate customer to company?

worried about customers from Company X seeing tickets from Company Y > (because none of them will have web access anyways), does this seem like a > good route to go? > > > > Thanks again. You’ve been a huge help these past few days. > > > > Daniel > > > > > &

Re: [otrs] Mails being POPed but not displayed in OTRS

if it's not happening with some queues, you may want to take a look at what email address is associated with the queue as well as what's in your OTRS Admin System Log to see if any errors appear. On Tue, Jan 25, 2011 at 10:37 AM, Saurabh Pande wrote: > Hi, > > I am facing an unusual problem with

Re: [otrs] 2 ticket counters in one system?

I saw a similar question, actually almost identical on the forums. Will splitting the ticket to talk to the manufacturer mitigate this issue? On Tue, Jan 25, 2011 at 12:16 PM, wrote: > Hi All, > > > > We use OTRS 2.4 windows for our support, this works very well. > > > > We are investigating if

Re: [otrs] 2 ticket counters in one system?

(further, the manufacturer would be the customer of the split ticket?) On Tue, Jan 25, 2011 at 4:18 PM, Gerald Young wrote: > I saw a similar question, actually almost identical on the forums. Will > splitting the ticket to talk to the manufacturer mitigate this issue? > > On Tue,

Re: [otrs] OTRS backups

I'm sure it depends on attachments. Text only probably won't grow fast, but thousands of tickets with 1MB attachments... On Wed, Feb 2, 2011 at 7:29 PM, Navarro, Daniel wrote: > Anyone doing OTRS backups have any estimates about how big they get > (obviously depending on usage)? We will be doing

Re: [otrs] R: OTRS on linux vs windows

entication requests to the LDAP server. Hope this helps! -- Gerald Young - 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] adding second authentication server

I haven't tried it, but it seems reasonably possible to add a second authentication method. You'd just copy your current active directory setup and append 1 to the entries: $Self->{'AuthSyncModule1'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host1'} = 'ldap://ldap.exampl

Re: [otrs] Probles with OTRS

> > With OTRS it is not possibel, to run one VHost and have e.g. three > differnt targets like "abuse", "support" and "info" like > >http://support.customer1.com/abuse/ >/info/ >/support/ >http://support.customer2.com/abu

Re: [otrs] Probles with OTRS

Currently, I am running OTRS 2.4 and 3.0 on the same box. The concepts should apply, more or less, to virtual hosts. Also, Postgresql is able to be used if you want to install from source. stuff to add to the vhost directives. You may wish to use variables or mod_macro http://www.cri.ensmp.fr/~c

Re: [otrs] Customers Receiving Their Own Updates

Autoreplies "generally" go to the customer, and Notifications "generally" go to agents. On Fri, Feb 11, 2011 at 6:11 PM, Chance Ervin wrote: > OTRS Version: 3.0.5 > > > > I have been able to configure much of the OTRS system but I have a nagging > issue. > > > > When using an email client, both A

Re: [otrs] Customers Receiving Their Own Updates

using the web interface to communicate > with customers, this would not really be an issue as 'event notifications' > would not be needed. But the company would like to use an email client as > much as possible. > > Do you know if what I am seeking is even possible without

Re: [otrs] Strange redirect from index.pl on apache/freebsd

please check your apache error logs. "The source" for the "goes nowhere" page: view source in Internet Explorer. If it's blank, it's not being rendered. Apache error logs should tell you why. On Mon, Feb 14, 2011 at 7:32 AM, A.Rymkus wrote: > 10.02.2011 21:03, Ryan Miguel пишет: > > A.Rymkus, >

Re: [otrs] Strange behaviour in SysConfig after upgrade to 3.0.5

Language.pm? On Mon, Feb 14, 2011 at 8:56 AM, Lars Jørgensen wrote: > Hi, > > > > I get this in Sysconfig after upgrading from 3.0.4 to 3.0.5 today: > > > > [image: Clipboard01.png] > > > > I have seen it before, but forgot how to fix it (it's the "Group %s" thing > I'm talking about). > > > > A

Re: [otrs] Auto-link a followup email to a closed ticket to the previous ticket?

I don't know that that's possible (the automatic linking on new ticket creation) and am in my mind going back and forth whether that's a realistic expectation. Conceptually, I understand *why* what you propose sounds reasonable, but on the other hand, I imagine a single ticket being replied to and

Re: [otrs] Community docs

http://blog.otrs.org/2011/03/01/community-documentation-vs-technical-documentation/ Would this be it? http://blog.otrs.org On Wed, Mar 2, 2011 at 4:45 PM, David Boyes wrote: > Shawn Beasley just posted a really

Re: [otrs] Hide messages without customer email from the Customer interface

I'd suggest splitting the ticket to converse with the supplier. On Mon, Mar 7, 2011 at 6:17 AM, Fernando Frediani (Qube) < fernando.fredi...@qubenet.net> wrote: > Hi folks > > > > I have been running OTS for years here without smoothly. Recentlly we > wanted to give our customer access to the C

Re: [otrs] Ticket owner set up automatically

When you create a ticket, if the Owner is -, which is default, it's the root@localhost Owner, and not locked. What version OTRS and do you have a specific config that assigns an owner? On Tue, Mar 8, 2011 at 5:46 PM, Robert Poreba wrote: > Hi All, > > > > When we create new Tickets, the Agent cr

Re: [otrs] Ticket owner set up automatically

7;s still fair game. On Wed, Mar 9, 2011 at 6:24 AM, Thor Computer wrote: > Am 09.03.2011 04:08, schrieb Gerald Young: > > When you create a ticket, if the Owner is -, which is default, it's the > root@localhost Owner, and not locked. > > > Hi, > > which Versio

Re: [otrs] Hide messages without customer email from the Customer interface

Just for clarification, we're talking about clicking "Split" on the current ticket and assigning the vendor (for instance) as the new customer on the split. These tickets are linked for agents, but the customer won't have access to the split (second) ticket.

Re: [otrs] Adding New E-Mail Addresses To REPLY-ALL

As mentioned on the forums, this isn't available on OTRS without development. On Thu, Mar 10, 2011 at 8:20 AM, Sam Lurie wrote: > If a customer submits a ticket, and CC's several people, when I click > REPLY-ALL, they are all included. > > If one of those people forwards this ticket to someone n

Re: [otrs] Download mail POP/IMAP and leave a copy on the server

No human should be accessing the OTRS email account. It is purposefully designed to download all mail from the account permanently. On Sat, Mar 19, 2011 at 8:43 AM, Muhammad El-Sergani wrote: > Thanks Gergely, > > Well, this is one solution, but the problem remains, that we use another > mail cli

Re: [otrs] Download mail POP/IMAP and leave a copy on the server

or forward/distribution list to a download only inbox. On Sat, Mar 19, 2011 at 9:34 AM, Muhammad El-Sergani wrote: > Thanks Gergely, > > I believe you're talking IMAP now and folder subscription, I'll give it a > try and come back with the results. > Frankly, I've never used Thunderbird with IMAP

Re: [otrs] Download mail POP/IMAP and leave a copy on the server

http://forums.otrs.org/viewtopic.php?f=62&t=4694 On Sat, Mar 19, 2011 at 9:58 AM, Gerald Young wrote: > or forward/distribution list to a download only inbox. > > > On Sat, Mar 19, 2011 at 9:34 AM, Muhammad El-Sergani > wrote: > >> Thanks Gergely, >> >&g

Re: [otrs] Mail download stopped due to Can't create PID PostMasterMailbox Error

any chance you're simply downloading too often/fast? On Tue, Mar 29, 2011 at 8:06 AM, Saurabh Pande wrote: > Unfortunately my moment of triumph was short :( > > From the second cron run onwards we started seeing the same errors! Has > anyone any suggestions. > > I am going to now stop otrs and my

Re: [otrs] no change state ticket (new open)

http://www.google.com/search?q=site:forums.otrs.org+reopen+closed+ticket ACLs on the website can help prevent reopen, as well as SysConfig options. On Tue, Mar 29, 2011 at 12:35 PM, DM_Julio Angulo wrote: > Good morning,

Re: [otrs] trying to get OTRS 3 up with Postgres: bin/otrs.CheckDB.pl fails: permission denied for relation valid, SQL: 'SELECT * FROM valid'

Message: ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' You're heavily invested in postgresql ... your database admin should have been able to resolve this in a heartbeat. Short answer: you don't have select privileges on the table named "valid" so you should grant selec

Re: [otrs] escalation update time

If you're going to use note-external, why not simply reply? (if it's because "not the locked owner" can't reply, you might want to enable the "responsible" feature so there are two eligible agents to reply) . On Wed, Mar 30, 2011 at 12:51 PM, Paul Taylor wrote: > Anyone know a way to extend the

Re: [otrs] Customers with multiple mail addresses

Email and customerIDs don't have to relate to each other. A CustomerID is, essentially, a tag, label, group, or folder. It might be an email address or a Company Name. Pick your analogy. Read more here: http://forums.otrs.org/viewtopic.php?f=60&t=7531

Re: [otrs] ldap issue with otrs 3.0.6

Agents need to be added manually before they can be authenticated. On Thu, Mar 31, 2011 at 10:21 AM, Neil Simpson wrote: > Hello All, > > i've been trying to google for an answer to this likely easy issue: > > i configured otrs-ldap to fetch users from AD but i get "Panic, user > authenticated b

Re: [otrs] Using Postmaster Message Filter

You should be able to OR in a single filter. (user1|user2|user3|user4)@ domain.com for instance On Sun, Apr 3, 2011 at 6:51 AM, Nils Leideck wrote: > Dear Muhammad, > > not yet, you need to create different filters. > Next expected question would be then the XOR filter, right? ;-) > > Cheers, Ni

Re: [otrs] Using Postmaster Message Filter

Gerald Young Consulting 239.287.2976 http://help.gwy.org On Apr 3, 2011 9:33 AM, "Muhammad El-Sergani" wrote: > Thanks Gerald, > > Yeah I believe so, but that's not the case here; I needed to OR From, To or > Cc. > > Thanks and Best Regards, > Muhammad El-Serga

Re: [otrs] Using Postmaster Message Filter

gt; Cc. > > Thanks and Best Regards, > Muhammad El-Sergani. > > > > On Sun, Apr 3, 2011 at 2:10 PM, Gerald Young wrote: > >> You should be able to OR in a single filter. (user1|user2|user3|user4)@ >> domain.com for instance >> >> >> On Sun, Apr 3

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