[otrs] Post install ticket

After installing otrs, I found an odd tickets in a queue. It was signed by darthwader. Is this ticket generated on install or should I be concerned about my network security? Thanks in advance - OTRS mailing list: otrs - Webpage

[otrs] Multiple Service Types

I was wondering if someone could suggest the accepted approach(es) for handling the following scenario... A company has help desk department that supports only it's employees. There are three categories of support tickets (ie hardware, software, other). Each category should have it's own queue.

[otrs] Ticket Creation

I am using otrs version 2.4 When logging in as agent, I can't seem to find a way to add a ticket. Is that by design? If not, could you let me know how to do this. Thanks in advance - OTRS mailing list: otrs - Webpage: http://ot

Re: [otrs] Ticket Creation

Are you a new user to an existing installation? If so, you should ask your > admin. If you've just installed OTRS, you should have installed 3.2.latest. > > > On Wed, Jun 5, 2013 at 9:23 PM, Roman Gelfand wrote: >> >> I am using otrs version 2.4 When logging in as agen

[otrs] Ticket State Change

Outside of creating a ticket, I would like prevent a customer from changing ticket state. How do I do that? Thanks in advance - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To

Re: [otrs] Ticket State Change

I got my answer. I needed to make change in in appropriate .dtl. Thanks On Thu, Jun 6, 2013 at 10:15 AM, Roman Gelfand wrote: > Outside of creating a ticket, I would like prevent a customer from > changing ticket state. How do I do that? > > Thank

[otrs] Customer Access Restrictions

Consider a company that uses otrs for it's helpdesk application for internal purposes. It's employees create trouble tickets. What would be a correct approach for this? Do I create a single customer and employees as customer users? If so, how do I prevent customer users from updating the other

[otrs] Ticket Access Restrictions

Two customers, customer a and b, belong to the same company. It appears that customer b could reply to customer a's ticket. How can't I restrict customer b's access to customer a's tickets to read only? Also, is there block a customer from changing ticket state (ie.. open, closed successful, clo

[otrs] Customer/Group Mapping

While agent/group mapping has a full array of fine-grained of permissions, the customer/group access permission only shows RO or RW. Is there a way to add permissions like change owner, move to queue, etc..? If this is not a proper use in case of customer/group, please, let me know. Thanks in ad

Re: [otrs] Customer/Group Mapping

an agent. A customer submits a > ticket and expects a response, he/she is agnostic to the process of > managing the ticket. > > Steve > > > On 2 July 2013 02:39, Roman Gelfand wrote: >> While agent/group mapping has a full array of fine-grained of >> permissions, the cu

[otrs] Ticket Refresh

I am running otrs 3.2.7. The customer site is not refreshing ticket detail when a new note is added by the agent. The customer set refresh interval in preferences to 2 minutes. Is there anything I need to do to make this work? Thanks in advance --

Re: [otrs] Ticket Refresh

it appears that refresh only works on ticket overview but not ticket zoom. Correct me if I am wrong. On Wed, Jul 3, 2013 at 2:19 PM, Roman Gelfand wrote: > I am running otrs 3.2.7. The customer site is not refreshing ticket > detail when a new note is added by the agent. The custom