Hello, i upgraded recently and when i look under "Ticket" i have no option
to resizethe ticket view (small, medium,preview). On my test system i do
however.
please see screenshot for the two different systems and how they differ.
http://yfrog.com/4botrsj
if i click on Status View i do have the op
go to SysConfig, search for "sort", choose
Frontend::Agent::Ticket::ViewQueue and select what you'd like it sorted on
by default, age being the default.
If you want to sort it on the fly, i don't know if there's a way to do that.
Neil
On Wed, Jun 9, 2010 at 1:37 PM, TechFan wrote:
> Related is
Hi Rui,
assuming you dont want this to be for each ticket then in header section
break it down by subject or email address.
then in Set section you need to use: X-OTRS-Service option.
the name of the service must be spelled correctly and with the correct case
(upper/lower).
You can see what ser
:
> Hi Neil,
>
> good to hear you are still using OTRS ;-))
>
> On 07.06.2010, at 15:54, Neil Simpson wrote:
>
> Hello, i upgraded recently and when i look under "Ticket" i have no option
> to resizethe ticket view (small, medium,preview). On my test system i do
>
Hello,
Far as i know you cannot do that. A phone conversation is with one
individual, a one-to-one communication, so it should be recorded as such and
assigned to one queue. If you would like to then forward on that ticket, you
can select as many people as you like to email it to them.
cheers
Ne
Hello,
Using otrs 2.4.7. Today one of our support guys managed to compose back to
the original sender of the ticket even though he was replying to a different
note in that ticket. It should have only gone to two internal people, and
not to the original ticket creator (external customer).
Has anyo
Hi all,
using 2.4.7. Ticket comes in with a big .txt attachment. Takes a couple of
seconds to open, hitting "empty answer"-compose option. All we get is
"waiting for otrs..." at the bottom of the browser. it sometimes then opens
about 5 minutes later, not always however. This has also happened w
Hello,
currently using otrs 2.4. Im looking for a way to inform on ticket creation
from a specific customer a sales manager via email.
for example:
Company A writes to us, i want an email automatically to then go to sales
manager A to inform him
Company B writes to us, i want an email automatic
Hello all,
We have had for a long time now templates for creating new email tickets and
new phone tickets.
This is the code which enables the showing/hiding on click event.
Templates
works beautifully.
However when i try to do this on the "MOVE" form AgentTicketMove.dtl it
shows the word
Hi,
We have two active directory machines, primary and backup so to speak.
Currently OTRS is only configured to allow agents to login against the
primary AD. Is it possible to add a second authentication server to otrs in
config.pm?
Has anyone tried this. I simply can't just go and test it as
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 but no user data can be found in OTRS DB!! Perhaps the user is
invalid."
my config.pm file looks like this:
$Self->{'AuthModule'} = 'K
:
> 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-lda
Hello,
When you click on "ticket" and the windows size "small" you are presented
with a table like structure with fields such as "ticket, Age, Subject,
State, Locked, Queue etc etc". Is there a way to add a custom field to this
overview of all tickets.
This value is INSIDE of the ticket on the r
Hi all,
Have been preparing a test system on version 3.0.9, an upgrade from 2.4.7.
Changed all templates to the new way of doing it but we have over 100
templates on AgentTicketEmail.dtl and it takes half the screen, on the 2.4.7
version there was a way to hide templates and just show them when yo
Hello,
Just upgraded from 2.4.7 and now all self-made templates do not show
correctly. I have everything set to UTF-8 and yet i still have strange
characters instead of the correct character.
I have tried setting the UTF-8 options manually in each template/form but
this does not effect it.
the "
w), but if you only have a few
> templates, you should consider correcting them inside OTRS Admin and then
> worry about the database at a later point in life.
>
> ** **
>
> ** **
>
> Lars
>
> ** **
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@
Hi,
When we send an email ticket out with an attachment, it goes out with the
attachment. If we try to "forward" that ticket then the attachment shows as
attached (you have option only to delete attachment) but when sent it does
not attach the mentioned attachment.
Anyone else seen this behaviou
thank you. saved me from my supporters killing me. It worked perfectly.
On Tue, Aug 30, 2011 at 2:14 PM, Lars Jørgensen wrote:
> On 30-08-2011 10:29, Neil Simpson wrote:
>
>> When we send an email ticket out with an attachment, it goes out with
>> the attachment. If we try
Hi,
upgraded a while back from 2.4 to 3.0.9. Now when new users try to login
they get a "panic" error message and it doesn't do anything further. i then
have to create user manually and then it works. Has anything changed with
the LDAP backend structure. the only change i see from the documentat
uot;salutation" changed to "title". This might cause your
> sync to break. Please adjust the name of the field in your configuration.
>
> --
> Mike
> On Oct 5, 2011 2:48 PM, "Neil Simpson" wrote:
> > Hi,
> >
> > upgraded a while back from 2.
Hello,
We need a mechanism to assign an incident owner to an OTRS ticket and to
assign a date for when customer feedback is required. Both fields must be
optional as we are only concerned with using these for cases where customer
feedback is required by a certain time.
The use case is as follows:
Hello,
i wanted to switch from runtimedb to staticdb today for
"core::ticket::indexmodule" on otrs 3.0.9. Changed the value in otrs gui to
staticdb, then ran the otrs.rebuildticketindex.pl script.
script fails almost immediately with:
message - no such ticketid (72145)
has anyone come across th
t; Jan Dreyer
>
> ** **
>
> *Von:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *Im Auftrag
> von *Neil Simpson
> *Gesendet:* Samstag, 18. Februar 2012 13:56
> *An:* User questions and discussions about OTRS.
> *Betreff:* [otrs] change from runtimedb to staticdb
Hello,
Using otrs 3.0.9. I remember a time in version 2.4 where i could login to
otrs WITHOUT having an account already configured in otrs, just a valid
ldap account. You'd then log-out, admin would setup your groups + queues,
you'd log back in and be done.
in 3.0.9 i need to first create the us
15:06:50 +0100 schrieb Neil Simpson:
>
> > Hello,
> >
> > Using otrs 3.0.9. I remember a time in version 2.4 where i could login
> > to otrs WITHOUT having an account already configured in otrs, just a
> > valid ldap account. You'd then log-out, admin would
Hello,
Anyone else seen strange behaviour on searching for tickets in 3.0.9.
a ticket i know exists has a subject of "COPA: New Users for JPA" (without
the quotes).
my search criteria and the results, based on a search ONLY using subject
field:
full subject - no result
New Users for JPA - no r
Hello,
We archive any tickets older than 3 months. I've seen recently that when
someone replies to a ticket that is archived then the ticket is NOT
restored. From what i can see this is due to no change in the status of the
ticket. why does a response from a customer not change the status of the
t
Hi all,
Just updated from 3.0.9 to 3.1.4 and cant get the templates working.
The To field is no longer using
"CustomerID" value="070808126150280643214C"/>
"SelectedCustomerUser" value="97556"/>
to be able to select the correct user from the correect company.
It now seems you should use "Custom
found the parameter for the "To" field, as of 3.1.x its now:
"PreSelectedCustomerUser" but i still cant find out how to populate the Cc
field with a user from a template.
anyone got this to work for them?
On Sat, May 5, 2012 at 9:58 PM, Neil Simpson wrote:
> Hi all,
>
We have two ticket systems running currently and in certain cases they send
mail to each other. The problem we have is that tickets are being merged
together that shouldn't be due to the numbering in the subject. For example
first otrs system had a ticket 1, then second otrs system sends a ticket t
hi,
think your looking for the ticket::hook option. Core::Ticket under
sysconfig section. or it might be hard coded in your ~/Kernel/Config.pm
file.
mine is set to default which is Ticket#.
Neil
On Mon, Jun 11, 2012 at 9:48 PM, Andy Wodfer wrote:
> We've just upgraded from 2.4.7 to 3.0.12. I
Hello,
We are migrating from Cent OS 5.7 to Cent OS 6.2. I want to create a clean
otrs install and tailor it like we currently have.
This brings about a few challenges, mostly, finding out all the parameters
that have been changed over the years from the default.
Does anyone know a simple way of
Hi,
We are using a "drop" system for mails that we want in otrs, if there's an
email chain of 5 emails however and then you drop them all into otrs, you
get 5 new tickets, not one ticket with 5 articles which is what i'd like as
they all have same subject and relate to same issue. i know otrs lik
in the postmaster input, but
> there has to be some unique identifier that ties the issues together that
> OTRS can be programmed to find.
>
> ** **
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Neil Simpson
> *Sent:* Monday, October 08,
@Steven, thanks for the tip. set it to "yes" this morning and it's working
beautifully.
@David, i don't have any concerns about the "other" agents doing crazy
things as it's only for my sysadmin team, we are using it slightly
unconventionally, our support wont be using it like i mentioned previousl
Hi,
i think im missing a minor thing but can't find solution.
I have a postgresql 8.1.23 DB and otrs 3.1.6. The customer db is currently
blank, when i go to add a customer to it via otrs gui i would like the
customer_id to be an auto-number but i dont see how to do that. likely some
DB magic but
Hi,
We use otrs 3.1.6. if i have a ticket with subject "john & mark" and search
for it using "subject" or "text" or "full text" search fields i do not find
it using it's full subject line.
if i only search on "john" i find it. I assume therefore it's the "&"
symbol and likely other special charac
search w. g. with this kind of conditions like
> > "(key1&&key2)" or "(key1||key2)"
> >
> > .
> >
> >
> >
> > On Tue, Nov 27, 2012 at 9:54 AM, Neil Simpson wrote:
> >>
> >> Hi,
> >>
> >> We use otrs 3.1.6. if i
A simple example.
On Wed, Nov 28,
Hi,
im trying to use otrs variables in the Body of a template.
i've tried adding it like this:
https://server.domain.com/otrs-$QDATA{"TicketID"}
and like this
https://server.domain.com/otrs-"$QDATA{"TicketID"}> <\a>
but no luck.
thanks for any help.
Neil
-
Hello,
We would like to add otrs system fields to another view but i dont see how
to do this easily.
The "priority" option allows you to set the "type" and "service" for a
ticket. I would like those two fields to be available on the "change Queue"
view (AgentTicketMove file). There not custom dyn
the
> options in SysConfig - Ticket -> Frontend::Agent::Ticket::ViewNote
>
> Steve
>
> On 25 June 2013 09:41, Neil Simpson wrote:
> > Hello,
> >
> > We would like to add otrs system fields to another view but i dont see
> how
> > to do this easily.
>
> default.
>
> Steve
>
> On 25 June 2013 11:10, Neil Simpson wrote:
> > Hi,
> >
> > thank you for your answer but "Note" does not offer the changing of
> queue's.
> > it's the same issue as i already have, adding a system field to a
> diff
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