August 2009 - itsm - OTRS mailing lists

how to enforce to select SLA
by Jeffery Chen Fan 07 Aug '09

07 Aug '09

Dear All, when create ticket, how to enforce the agent to select one SLA. -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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Re: [itsm] SMS and Email
by Klaus Bruno 06 Aug '09

06 Aug '09

Hi alone It is (at least for me) more kindly if you sign your message at least with your name... OTRS does not include SMS gateway. But there are many solutions around for that and OTRS is open enough to integrate them. What do you mean exactly with "able to send email to yahoo, msm and google"? What is special with these email clients? You can send email to any domain using smtp and either your own mailserver or your provider. OTRS uses email capabilities of the system it is installed. If you can send email from this host already, OTRS can send emails too. kind regards, Bruno -----Original Message----- From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of boonyam lim Sent: Wednesday, August 05, 2009 5:28 PM To: itsm(a)otrs.org Subject: [itsm] SMS and Email Hi all 1. Does OTRS able to notifify the email ticket via SMS 2. Does OTRS able to send email notification to yahoo mail, msn mail and google mail ?

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notification management
by boonyam lim 05 Aug '09

05 Aug '09

Hi all How do i make sure of the above, i.e. how i activate to use it ?

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SMS and Email
by boonyam lim 05 Aug '09

05 Aug '09

Hi all 1. Does OTRS able to notifify the email ticket via SMS 2. Does OTRS able to send email notification to yahoo mail, msn mail and google mail ?

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Re: [itsm] notification event
by boonyam lim 05 Aug '09

05 Aug '09

Hi all i have created a notification event based when a ticket is classifed as "new" at Notification Event setting, i thought i supposed to receive one notification but i have received 4 emails instead, may i know how to troubleshoot ? otrs(a)www.dvm.com.my [Ticket#1000035] Support Ticket Created Tue 4/8/2009 5:16 PM 1 KB otrs(a)www.dvm.com.my [Ticket#1000035] Support Ticket Created Tue 4/8/2009 5:16 PM 1 KB otrs(a)www.dvm.com.my [Ticket#1000035] Support Ticket Created Tue 4/8/2009 5:16 PM 1 KB otrs@localhost Re: [Ticket#1000035] Support Ticket Created Tue 4/8/2009 5:16 PM 1 KB --- On Wed, 8/5/09, boonyam lim <boonyamlim(a)yahoo.com> wrote: From: boonyam lim <boonyamlim(a)yahoo.com> Subject: notification event To: itsm(a)otrs.org Date: Wednesday, August 5, 2009, 1:41 AM Hi all i have created a notification event based when a ticket is "new", i thought i supposed to receive one notification but i have received 4 instead, may i know how to troubleshoot ? otrs(a)www.dvm.com.my [Ticket#1000035] Support Ticket Created Tue 4/8/2009 5:16 PM 1 KB otrs(a)www.dvm.com.my [Ticket#1000035] Support Ticket Created Tue 4/8/2009 5:16 PM 1 KB otrs(a)www.dvm.com.my [Ticket#1000035] Support Ticket Created Tue 4/8/2009 5:16 PM 1 KB otrs@localhost Re: [Ticket#1000035] Support Ticket Created Tue 4/8/2009 5:16 PM 1 KB

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OTRS 2.4.2 HTML Response Issue
by Bryce Watson 04 Aug '09

04 Aug '09

I'm having a problem with using responses for an email which was sent in HTML format. I have applied the latest patch and it has not resolved the problem. For the first response there is usually no problem, and the email seems to be formatted properly. One of our replies contains an HTML table in it, and it is when customers reply to THIS that we have the problem. When attempt to apply a response to this last reply, the response does not function correctly. It does not render at all, and all you see is the previous emails. I am currently testing with different email contents to find the source of the problem. Has anyone seen this before?? Thanks, Bryce Watson

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response time
by boonyam lim 04 Aug '09

04 Aug '09

hi all There are two "sets" of escalation response, one at Queue, one at SLA, may i know one i should be using it ?

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НА: response time
by Anton Gubarkov 03 Aug '09

03 Aug '09

You can use both. Sla allows finer control over times when defined. Queue times are your default values. Rgds Anton ----- Исходное сообщение ----- От: boonyam lim <boonyamlim(a)yahoo.com> Отправлено: 3 августа 2009 г. 20:30 Кому: itsm(a)otrs.org Тема: [itsm] response time hi all There are two "sets" of escalation response, one at Queue, one at SLA, may i know one i should be using it ?

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Problem with new features
by Aquiles Cohen 03 Aug '09

03 Aug '09

Hi, i dont sure if i have to post this here i upgraded to otrs 2.4.2 and ITSM 1.3.1. Today i noticed that ticket overview and bulk button has gone from AgentTicketQueue but in AgentTicketLockedView and AgentTicketLockedView is working ok....... any clues?? Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

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SendMail module
by boonyam lim 03 Aug '09

03 Aug '09

Hi all Does the SendMail module controls number of emails to be sent out ? i noticed that i received a few of support email tickets at one time, instead of instantly? is there a way to change it

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