I am having some issues with the definitions and deployment options for the
solution I need to provide and wondered if someone more familiar with OTRS can
help me work out what these various terms refer to, so that I can make sure I
am less confused.
OTRS 4.0.13
CentOS 7
MS SQL (via unixODBC)
ions and developers, who can manage 'most'
of the rest of the functionality within the windows environment if we find OTRS
unable to meet our needs.
Cheers
Rob.
From: Rob Shears
Sent: 03 November 2015 10:12
To: 'otrs@otrs.org'
Subject: CustomerCompany/CustomerGroup/CustomerID
Moving on from my last problems, I now have a new challenge that is causing me
to pull my hair out. I have defined via the GUI a whole set of new ticket
states (8 in total) and set to invalid all the default states (except new). I
have gone through sysconfig and looked at everywhere that 'stat
discussions about OTRS.
Subject: Re: [otrs] Issue with states and priority
Be cognizant of the difference between State *types* and states. Also check if
you have ACLs in place.
On Mon, Nov 16, 2015 at 8:51 AM, Rob Shears
mailto:r...@phonovation.com>> wrote:
Moving on from my last problems, I no
thare are different state type available for screens like
ViewEmailNewo or ViewPhoneNew or ViewNote, etc
Best Regards.
Alvaro
2015-11-16 9:21 GMT-06:00 Rob Shears
mailto:r...@phonovation.com>>:
Definitely States and no changes to the default state types. No ACLs are
defined. The lists I s
Next question, which I can implement externally to OTRS without any real
problem, but which for 'professional pride' I'd like to have part of the OTRS
solution itself.
Flow
. custo...@domain.com opens a new ticket
. Postmaster Filter grabs 'domain.com' and inserts header to tag as CustomerID
. T
ed. The auto-response is simple, plain text,
doesn't even use any OTRS fields during the testing I am doing.
Any advice, guidance or direction on restoring the missing auto-reply
functionality would be great!
Cheers
Rob Shears.
---
s
Rob.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rob
Shears
Sent: 30 November 2015 15:38
To: User questions and discussions about OTRS.
Subject: [otrs] AutoReply not functioning
So I've been doing lots of configs, and something I've done, somewhere along
the line
fixed the errors encountered.
Still no auto-reply, still the same two 'field configuration invalid' errors
from the same spot when logging a new ticket.
Anyone got any other troubleshooting ideas?
Cheers
Rob.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
ers
Rob.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rob
Shears
Sent: 01 December 2015 11:28
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning
Further digging indicated that my ITSMImpact Dynamic Field was not 'wor
ly to
a new ticket automatically.
If you have any ideas for further investigations, please advise.
Cheers
Rob.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rob
Shears
Sent: 01 December 2015 14:37
To: User questions and discussions about OTRS.
Subject: Re:
have a mail account, sorting 'by queue', dumping all incoming email into one
of those queues that are set to auto reply.
To my understanding, that should be all that is required? I'm not overlooking
anything simple?
Cheers
Rob.
From: otrs-boun...@otrs.org [mailto:otrs-boun...
rg [mailto:otrs-boun...@otrs.org] On Behalf Of Rob
Shears
Sent: 01 December 2015 15:52
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning
I have confirmed I can manually telnet to the SMTP server, submit a message and
see it delivered, from the comm
You don't actually need a 'customer user', unless that customer wants to log on
to the OTRS system itself. For the purposes of raising a ticket and delivering
support, the customer really doesn't need to logon and can do it all via email.
In this situation, you don't need a customer user store
event.
While I keep working away (the acknowledgement doesn't even work from the
command line but I'll solve that one!), anyone have any ideas on what could be
going wrong, to cause OTRS to not even attempt the acknowledgement?
Che
-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of LQ
Marshall
Sent: 02 December 2015 16:40
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] SystemMonitoring
From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org>
[mailto:otrs-boun...@otrs.org] On Beha
s not related with the acknowledge feature but hopefully
there is valuable information for you here.
On 2 December 2015 at 11:24, Rob Shears
mailto:r...@phonovation.com>> wrote:
My next challenge is proper configuration of SystemMonitoring. Hopefully I’m
not getting something as obvious
ed out of changes? Reinstal the package?
LQM
From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org>
[mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears
Sent: Wednesday, December 2, 2015 12:03 PM
To: User questions and discussions about OTRS.
mailto:otrs@otrs.org>>
Subject:
Testing again..
Should actually pull me as an agent.
[Phonovation Logo]<http://www.phonovation.com/>
Rob Shears | Systems Designer
Phonovation Ltd. 8 Clarinda Park North | Dun Laoghaire | Co. Dublin | Ireland
Company Reg No. 127108 | VAT no. IE4818845D
Email: r...@phonovation.com<
Well, that message went to the wrong address, sorry list.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rob
Shears
Sent: 04 December 2015 14:35
To: User questions and discussions about OTRS.
Subject: [otrs] test regex internal
Testing again..
Should actually pull me
Folks
So I have system monitoring installed but I cannot get it to acknowledge alerts
on the Nagios side, which I need to be over HTTP.
I have updated the configurations for system monitoring to include the
DynamicField_ addition to the free text fields.
I have updated the regex to capture the
21 matches
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