Hello,
Is it possible to spend a "relative" pending time in filters for fields such as
"X-OTRS-State-PendingTime"?
For example, for tickets auto-filtered into a certain queue, I would like them
to have an automatic reminder set up to remind in exactly 3 days, or 72 hours.
How can I do this?
I was able to see full message headers prior to OTRS 2.3.x.. but now in 2.3.x,
I don't see a link to view the entire raw message.
How can we view the full message with the raw headers from the agent screen?
Regards,
Kristofer
___
OTRS ma
Hello,
I've been using OTRS personally for quite some time, but we are looking for a
new ticket system (currently using RT) at my place of employment.
Beyond showing my boss demos of a system and how it works, he also wants
references from people who are currently using it as an IT Help Desk
Hello,
I am trying to use Event Notifications based on SLA (first response), and they
do not seem to be working.
I saw references to enabling the job in GenericInterface.pm, but that is not
the feature I am after. It appears that feature notifies anyone who has the
queue in "My Queues", but
Hello,
I am looking into migrating my support system from RT to OTRS. One thing that
RT does that I like, is that when an agent sends an email on a ticket, the
display name in the From header is set to the agents name. Is it possible to
have OTRS do this as well? (ie: From: "John Smith" , or
Hello,
I am attempting to use the OTRS iPhone app, and whenever I open a ticket that I
have previously responded to (either via the iPhone app or via the web), the
app crashes and goes back to the iPhone home screen.
Does anyone else have this problem? Does anyone know what may be wrong?
Kr
Update: This happens when I click on a ticket and it says "Reading Ticket
Articles", and then it crashes and goes back to the iPhone home screen.
Anyone?
If there is any way to provide debug/log information, I would be happy to.
From: "Kristofer Pettijohn"
To: otrs@ot
8 AM
Subject: Re: [otrs] From address for messages sent
Hi,
this will be possible with OTRS 3.0
On 06.11.2010, at 19:50, Kristofer Pettijohn wrote:
I am looking into migrating my support system from RT to OTRS. One thing that
RT does that I like, is that when an agent sends an email on
Nevermind, I found it at Ticket::DefineEmailFrom
Thanks for adding this feature!
From: "Kristofer Pettijohn"
To: "User questions and discussions about OTRS."
Sent: Monday, November 15, 2010 9:21:43 AM
Subject: Re: [otrs] From address for messages sent
Hello,
I
Hello,
I would like to provide multiple actions to a MenuModule/PreMenuModule.
I would like the "Spam" one to move it to the "Junk" queue and close the
ticket. The current action only moves it to the new queue. What can I add to
the arguments to add an additional action to make it also close
Hello,
I added a new ticket state called "closed pending billing", set the type to
"closed", and valid is "valid". When I close a ticket, I still only see "closed
successful" and "closed unsuccessful" and do not see my new option available to
choose.
Do I need to specify the new state somewh
scussions about OTRS."
Sent: Wednesday, December 1, 2010 12:43:06 PM
Subject: Re: [otrs] Ticket states
Hi Kristofer,
the new status should just appear as you expected.
Could it be that you have some ACLs defined that prevent the status from
appearing in the “ViewClose” view?
Hello,
Is it possible to do boolean searches (using the API) - (for example:
from=em...@address.com or freetextfield1=somevalue) or do I have to do two
separate searches and intersect the results myself?
-
OTRS mailing list:
Are you using Postgres for the database?
On Jan 21, 2011, at 12:08 PM, Mikola Rose wrote:
> Heya out there;
>
>
>
> Is anyone else out there with the iPhone app and latest iPhoenHandle 1.0.2
> installed having the problem of the app crashing when opening a ticket?
>
> ---
Hello,
I am using OTRS 3.0.6.
Is it possible for agents to reply via email?
I would like the agents to be able to reply to the notifications they receive,
and then have the email picked up by OTRS, OTRS will recognize that it is an
agent (rather than the customer), add the notes to the tick
Hello,
I have set up multiple OTRS instances using mod_perl on a single server (using
http://blog.otrs.org/2010/08/11/how-to-run-multiple-mod_perl-supported-otrs-on-a-single-host/).
Everything works except for the fact that otrs2 can view otrs1 logs from the
web interface.
The Config.pm files
ltiple instances
Hi Kristofer,
the OTRS logs displayed in the Admin Interface uses a shared memory
segment to store the log lines. For the shared memory segments it uses
the system ID as a key. This means that if you have two instances on
one host, and they both use the same System ID, they will
> The user sends email to otrs. The ticket is created. Now I need more info.
>
> If I need more info from the customer, how do I send this message and have
> all the messages included in the ticket ?
> I see "bounce" "forward" and 2 dropdowns with only 1 selection each "reply"
> & "reply-all".
>
Hello,
I want to create an AuthModule that authenticates against Atlassian Crowd so
that we can utilize our internal SSO.
The only requirement I am missing that I cannot seem to find is: can I get/set
cookies from within an AuthModule?
Crowd has a session cookie with a token value to verify
ions about OTRS."
Sent: Tuesday, February 4, 2014 1:21:30 PM
Subject: Re: [otrs] Cookies in AuthModule
>From a search , the second entry I found (PDF, viewable through Google Cache)
>indicates using HTTPBasicAuth should work .
Your results may vary.
On Tue, Feb 4, 2014 at 1:
nd::Customer and Frontend::Agent) which means what it says on the box..
Brand that to your heart's content or use Crowd or ... as you like it.
On Tue, Feb 4, 2014 at 4:24 PM, Kristofer Pettijohn < kristo...@cybernetik.net
> wrote:
Thank you for your response.
I wanted the OTRS l
sion cookie, that's a bit different, but handled after
credentials are verified.
Look at perldoc Kernel/System/AuthSession.pm (CreateSessionID) and perldoc
Kernel/System/Web/Request.pm (SetCookie)
I don't think I can be of much more help than this.
On Tue, Feb 4, 2014 at 8:46 PM, K
When viewing an article and clicking "Forward" I noticed that attachments are
not included.
Is this by design, a bug, or is there an option to include the original
attachments some how? It seems as though inline attachments are kept, but not
others. I checked the AgentTicketForward SysConfig o
Hello,
We have a central portal that users are logged into. I currently have the
portal pulling a list of the users recent OTRS tickets and a link which directs
them into OTRS. However, they have to log into OTRS using their username and
password.
Is there an API function where I can obtain
I apologize for my delayed acknowledgment, but thank you everyone for your
responses. A solution hasn't been decided upon yet, but I may post details on
implementation if it is unique to the ones already out there and previously
mentioned.
- Original Message -
From: "
;
To: "User questions and discussions about OTRS."
Sent: Tuesday, July 15, 2014 12:37:09 PM
Subject: Re: [otrs] Generic Interface with Python
Am 15.07.2014 18:31, schrieb Kristofer Pettijohn:
> OTRS system log is reporting that it "Got no OperationType!"
Did you create a G
terface with Python
Am 15.07.2014 20:18, schrieb Kristofer Pettijohn:
> Yes, I did. I imported a YAML file for the GenericTicketConnector
That looks ok. Maybe it's a problem with the hrefs or the namespaces
created by SOAPpy.
I am using suds-jurko instead of SOAPpy because it also works
: Wednesday, July 16, 2014 11:14:08 AM
Subject: Re: [otrs] Generic Interface with Python
Am 16.07.2014 17:49, schrieb Kristofer Pettijohn:
> Did you have to hand craft a wsdl?
No, luckily someone did this already for me ;-)
https://code.google.com/p/otrs-git/source/browse/
I also noticed in testing after your assistance, is that new tickets are
created assigned to root (like normal tickets), but with a status of locked.
Did you see this also, or is it just me?
- Original Message -
From: "Christoph Zwerschke"
To: "User questions and discussions about O
I upgraded from OTRS 4.0.10 to 5.0.5, and the filters in the dashboard widgets
is missing the option for "My Locked Tickets". It is also showing an empty
value for "Tickets in My Services". If I click on the one for My Services, it
duplicates it and then shows the value.
My watched tickets (0)
it.
l giorno lunedì 21 dicembre 2015 00:58:19 UTC+1, Kristofer Pettijohn ha scritto:
I upgraded from OTRS 4.0.10 to 5.0.5, and the filters in the dashboard widgets is missing the
option for "My Locked Tickets". It is also showing an empty value for "Tickets in
My Services"
I still do not have a solution, and am unable to upgrade since these
widgets are imperative to our users' use.
On 01/14/2016 03:15 AM, Philipp Ghirardini wrote:
I have the same problem, after upgrading from 3.3.8 -> 4.x -> 5.0.5
Deleting Kernel/Config/Files/ZZZAuto.pm didn't change anything.
S
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