[otrs] OTRS Email Conversation on a specific issue/topic/discussion

Hi, can we keep the same email thread for the same conversation instead of forking multiple email threads on the same issue/topic/discussion? is there a setting which can be configured. Regards, Kaushal - OTRS mailing list: otrs

Re: [otrs] OTRS Email Conversation on a specific issue/topic/discussion

On Thu, Jul 12, 2012 at 8:25 PM, Steven Carr wrote: > It's called "don't edit the subject field after hitting reply in your > email client" * > > Steve > > * Unless you are viewing a digest email then yes copy paste the subject of > the item you want to reply to and strip out all the rest of the

Re: [otrs] OTRS Email Conversation on a specific issue/topic/discussion

nk tickets regarding > each conversation. > > Gerald, Yes i was referring to conversations on a OTRS generated ticket. Regards Kaushal > On Thu, Jul 12, 2012 at 7:50 PM, Kaushal Shriyan > wrote: > >> >> >> On Thu, Jul 12, 2012 at 8:25 PM, Steven Carr wrote

Re: [otrs] OTRS Email Conversation on a specific issue/topic/discussion

On Fri, Jul 13, 2012 at 1:33 PM, Steven Carr wrote: > So one option within OTRS you might want to look at is in Sysconfig under > Ticket -> Core::Postmaster > > PostmasterFollowUpSearchInReferences - Executes follow up checks on > In-Reply-To or References headers for mails that don't have a tick

Re: [otrs] OTRS Email Conversation on a specific issue/topic/discussion

On Fri, Jul 13, 2012 at 8:03 PM, Kaushal Shriyan wrote: > > > On Fri, Jul 13, 2012 at 1:33 PM, Steven Carr wrote: > >> So one option within OTRS you might want to look at is in Sysconfig under >> Ticket -> Core::Postmaster >> >> PostmasterFollowUpSearchInRe

[otrs] Reply on OTRS Dashboard

Hi, When i reply any email on OTRS dashboard and click on submit, it responds very slow and takes lot of time and eventually it goes through but with a delay. Any clue? Please let me know if anyone needs more information viz configs or logs. Regards Kaushal --

[otrs] Support Assessment Notices in OTRS Dashboard

Hi, I see failure and critical notices in Support Assessment. do i need to run any script to fix it after attending the notices. Is there a way to make it reflect on the Support Assessment Dashboard? I have restarted OTRS and httpd and MySQL services. Any clue? Failed Check "max_allowed_packe

Re: [otrs] Support Assessment Notices in OTRS Dashboard

; Framework -> Core -> FQDN - this needs to be the fully > qualified domain name of the system. > > Steve > > > > On 3 August 2012 03:21, Kaushal Shriyan wrote: >> >> Hi, >> >> I see failure and critical notices in Support Assessment. do i need to

[otrs] Hardware requirement

Hi, Any hardware requirements to setup OTRS? For example Hard Disk size and with what RAID config and Memory Requirements. Please suggest. Regards, Kaushal - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://li

[otrs] UI Interface with OTRS

Hi Is there an UI application for call center which integrates with OTRS application meaning the agents can respond to the customer queries similar to email interface like gmail? Regards, Kaushal - OTRS mailing list: otrs - Webp

[otrs] OTRS response from same emailid

Hi, I have a specific issue is that any email response from the OTRS is via a specific emailid "sameema...@domain.com" for all the queues in OTRS. meaning when the recipient receives email it comes from " sameema...@domain.com" Any clue? Regards, Kaushal -

Re: [otrs] OTRS response from same emailid

On Tue, Mar 5, 2013 at 2:55 PM, Vadim S. Goncharov wrote: > On 05.03.2013 08:55, Kaushal Shriyan wrote: > >> Hi, >> >> I have a specific issue is that any email response from the OTRS is via a >> specific emailid "sameema...@domain.com <mailto:sameema...@doma

[otrs] OTRS helpdesk vs OTRS ITSM

Hi, Can someone please help me understand the difference between OTRS helpdesk vs OTRS ITSM. At present i am using OTRS helpdesk version 3.2.3 on CentOS Linux version 6.4. Regards, Kaushal - OTRS mailing list: otrs - Webpage: ht

[otrs] OTRS 3.2.3 on CentOS Linux Version 6.4 server edition

Hi, I am migrating from the current live setup of OTRS Application Version 3.1.7 running on CentOS Linux Version 5.8 server to a new OTRS server running OTRS Application Version 3.2.3 hosted on CentOS 6.4. Any prerequisites i need to take care while migrating from one box to another box? I can t

Re: [otrs] OTRS 3.2.3 on CentOS Linux Version 6.4 server edition

On Fri, Mar 29, 2013 at 11:28 AM, Kaushal Shriyan wrote: > Hi, > > I am migrating from the current live setup of OTRS Application Version > 3.1.7 running on CentOS Linux Version 5.8 server to a new OTRS server > running OTRS Application Version 3.2.3 hosted on CentOS 6.4. > >

Re: [otrs] OTRS 3.2.3 on CentOS Linux Version 6.4 server edition

ta Backup as of now from the old server. Not sure how do i backup all queues,agents,groups,email address details and etc from the old server and populate it to the new server so that i do not miss any piece which were configured in the old server. Please suggest. Regards, Kaushal > On

Re: [otrs] OTRS 3.2.3 on CentOS Linux Version 6.4 server edition

On Sat, Apr 6, 2013 at 12:35 PM, Steven Carr wrote: > On 6 April 2013 05:11, Kaushal Shriyan wrote: > >> Hi Again, >> >> I have installed the new version OTRS 3.2.4 on CentOS 6.4. I have doubt >> about backup. I have taken MySQL Data Backup as of now from the ol

[otrs] Auto Complete or Auto Fill does not function.

Hi Auto Complete or Auto Fill of Customer Email Address when a agent replies on OTRS Interface does not work. Any Clue? Thanks and Regards, Kaushal - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs

[otrs] /opt/otrs/certs/ not writable! in OTRS version 3.2.5 running on CentOS Linux version 6.4

Hi, I get the below error in syslog /var/log/messages file on OTRS version 3.2.5 on CentOS 6.4 Apr 23 06:25:55 otrs OTRS-CGI-10[2492]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:26:12 otrs OTRS-CGI-10[2114]: [Error][Kernel::System::Crypt::SMIME

Re: [otrs] /opt/otrs/certs/ not writable! in OTRS version 3.2.5 running on CentOS Linux version 6.4

On Tue, Apr 23, 2013 at 1:39 PM, Steven Carr wrote: > Change the permissions to allow the user OTRS runs as to write to the > location? > And you probably want to put the location back to it's original and create > that directory if it doesn't exist. /etc/ssl/certs are the linux system > certific

Re: [otrs] /opt/otrs/certs/ not writable! in OTRS version 3.2.5 running on CentOS Linux version 6.4

3 April 2013 09:37, Kaushal Shriyan wrote: > >> On Tue, Apr 23, 2013 at 1:39 PM, Steven Carr wrote: >> >>> Change the permissions to allow the user OTRS runs as to write to the >>> location? >>> And you probably want to put the location back to it's ori

[otrs] Google contacts database

Hi I am running OTRS version 3.2.6 on CentOS 6.4. is there a way to integrate google contacts database with OTRS for customer data. Let me know if anyone needs any additional information. Please suggest. Regards, Kaushal - OTRS

Re: [otrs] Google contacts database

On Mon, May 6, 2013 at 5:42 PM, Gerald Young wrote: > That would either require extensive development (I'm thinking programming > against Google API for Contacts) or some sort of export-import... > > Nothing's built-in, and I haven't heard of any plugin for this ... Also, > unless customers are l

Re: [otrs] Google contacts database

On Mon, May 6, 2013 at 6:58 PM, David Boyes wrote: > ** ** > > google contacts database > > ** ** > > I think you’ll need to be a bit more specific here. Do you want to access > a users’ contacts, or something stored in Google Docs, or ??? > > ** ** > > If a user’s contacts, then there i

[otrs] Email Reply Window in OTRS Dashboard

Hi, I am running OTRS version 3.2.6 on CentOS Linux 6.4. Whenever any agent replies on the customer ticket in OTRS dashboard (URL :- otrs.mydomain.com/otrs/index.pl) it takes around 15 secs to close the reply window and then send the email. Any clue? Regards, Kaushal

[otrs] OTRS Upgrade from 3.2.6 to 3.2.7

Hi, OTRS versions keep on upgrading on http://www.otrs.com/en/open-source/get-otrs/software-download/ Currently I am on Version 3.2.6 running on CentOS Linux Version 6.4. Are there yum repos so that upgrade process is quite efficient taking care of dependencies instead of downloading the current s

[otrs] OTRS version 3.2.7 on CentOS 6.4

Hi, When I do /etc/init.d/otrs status, I get the below issue. [root@otrs log]# /etc/init.d/mysqld status mysqld (pid 4664) is running... [root@otrs log]# /etc/init.d/httpd status httpd (pid 4780) is running... [root@otrs log]# /etc/init.d/postfix status master (pid 4769) is running... [root@otr

Re: [otrs] OTRS version 3.2.7 on CentOS 6.4

On Sun, May 26, 2013 at 12:05 PM, Kaushal Shriyan wrote: > Hi, > > When I do /etc/init.d/otrs status, I get the below issue. > > [root@otrs log]# /etc/init.d/mysqld status > mysqld (pid 4664) is running... > [root@otrs log]# /etc/init.d/httpd status > httpd (pid 4780) is

[otrs] Append Messages to a OTRS ticket with subject line intact

Hi, I am running OTRS version 3.2.7 on CentOS Linux Version 6.4. Is there a way to append conversation in OTRS whenever any end customer replies to the specific ticket keeping the subject line intact( also includes ticket #)? Regards, Kaushal -

Re: [otrs] OTRS version 3.2.7 on CentOS 6.4

On Sun, May 26, 2013 at 2:24 PM, Kaushal Shriyan wrote: > On Sun, May 26, 2013 at 12:05 PM, Kaushal Shriyan < > kaushalshri...@gmail.com> wrote: > >> Hi, >> >> When I do /etc/init.d/otrs status, I get the below issue. >> >> [root@otrs log]# /etc

Re: [otrs] OTRS version 3.2.7 on CentOS 6.4

On Mon, May 27, 2013 at 9:02 PM, Gerald Young wrote: > or alter > table > > > On Mon, May 27, 2013 at 11:29 AM, David Boyes wrote: > >> Have a look at the actual error messages: >> >> ** ** >> >> Your storage engin

Re: [otrs] OTRS version 3.2.7 on CentOS 6.4

On Mon, May 27, 2013 at 9:24 PM, Gerald Young wrote: > http://doc.otrs.org/3.1/en/html/scheduler.html > > Thanks a ton Gerald. It worked perfectly fine. Much Appreciated. Regards, Kaushal. - OTRS mailing list: otrs - Webpage: h

Re: [otrs] Append Messages to a OTRS ticket with subject line intact

On Mon, May 27, 2013 at 8:16 PM, Gerald Young wrote: > no. That would just create another article. But that article might have > the ticket flow if it's a reply. > > Thanks Gerald. Apologies for not having explained in the first instance. For example Person A (End User/ Customer) shoots a email t

Re: [otrs] OTRS version 3.2.7 on CentOS 6.4

On Mon, May 27, 2013 at 9:47 PM, David Boyes wrote: >*Checking OTRS Scheduler service Not Running!* > > * Error!* > > * Maybe your database isn't configured yet?* > > ** ** > > Did you do the setup steps in the documentation for the OTRS Scheduler > service? > > ** ** > > Dav

[otrs] Can't create PID PostMasterMailbox, because it's already running (otrs.mydomain.com/13176)!

Hi, I am running OTRS version 3.2.7 on CentOS 6.4. Crontab entries for user OTRS in http://fpaste.org/14898/36972020/. I always get these errors in /var/log/otrs.log file [Tue May 28 11:08:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already r

[otrs] POP3S: Auth for user ...... failed"

Hi, I keep getting this error in spite of setting the password correctly in PostMaster mail accounts under Email Settings in OTRS Dasboard. Not sure why its failing. I have double checked entering the same credentials using the google apps web interface and i do not see any issue. Please suggest.

Re: [otrs] POP3S: Auth for user ...... failed"

On Tue, May 28, 2013 at 4:43 PM, Kaushal Shriyan wrote: > Hi, > > I keep getting this error in spite of setting the password correctly in > PostMaster mail accounts under Email Settings in OTRS Dasboard. Not sure > why its failing. I have double checked entering the same credenti

[otrs] NotificationSenderEmail and ticket closure issues

Hi, As per http://www.techmajha.com/2011/03/16/how-to-change-the-otrs-notification-master-otrsyourhost-example-com-email-address/ can i modify NotificationSenderEmail to the queue group emailid. Also when any agent closes the ticket, the customer does not get any notification or any emails from O

Re: [otrs] NotificationSenderEmail and ticket closure issues

On Mon, Jun 3, 2013 at 7:47 PM, Kaushal Shriyan wrote: > Hi, > > As per > http://www.techmajha.com/2011/03/16/how-to-change-the-otrs-notification-master-otrsyourhost-example-com-email-address/ > can i modify NotificationSenderEmail to the queue group emailid. > Also when an

Re: [otrs] NotificationSenderEmail and ticket closure issues

On Mon, Jun 3, 2013 at 9:39 PM, Kaushal Shriyan wrote: > On Mon, Jun 3, 2013 at 7:47 PM, Kaushal Shriyan > wrote: > >> Hi, >> >> As per >> http://www.techmajha.com/2011/03/16/how-to-change-the-otrs-notification-master-otrsyourhost-example-c

[otrs] Notify Users

Hi, I am running OTRS version 3.2.7 on CentOS 6.4. Can someone please help me understand about http://wiki.otterhub.org/index.php?title=Notify_Users_that_a_Ticket_has_closed I am not sure i understand it how to implement. Regards, Kaushal -

[otrs] Agents logged in to OTRS Dashboard

Hi, Is there a way to check if otrs ticketing dashboard is being used by Agents at a specific moment of time period for example around 11:00 pm in the night? I am using select count(*) from ticket in mysql database to see for any new tickets or web server access logs /var/log/httpd/access_log Pl

Re: [otrs] Agents logged in to OTRS Dashboard

On Tue, Sep 24, 2013 at 8:59 PM, Kaushal Shriyan wrote: > Hi, > > Is there a way to check if otrs ticketing dashboard is being used by > Agents at a specific moment of time period for example around 11:00 pm in > the night? > > I am using select count(*) from ticket in mysq

Re: [otrs] Agents logged in to OTRS Dashboard

k reply. I am not sure i understand *"or [temporarily] configure convenient timeouts for agent sessions"* Any example? Regards, Kaushal On Sep 28, 2013 3:46 AM, "Kaushal Shriyan" wrote: > >> >> >> >> On Tue, Sep 24, 2013 at 8:59 PM, Kaushal Shriya