January 2004 - otrs - OTRS mailing lists

To: fields in OTRS and other things
by Raza Rizvi 06 Jan '04

06 Jan '04

Hi folks, I have been playing with OTRS for a couple of weeks and of course this leads to some questions: I notice that if you specify an email address for queue despatching within OTRS it is only followed if the incoming mail matches exactly. Eg. support(a)red.net is being sent to a queue called Incoming but "support" <support(a)red.net> "'support(a)red.net'" <support(a)red.net> get ignored. Ignored mails seems to get sent to the Postmaster queue. What are the implications of deleting the RAW queue and renaming the Postmaster queue so that it is called Incoming or some other name? Which is better for you, more queues (so that you can see the name in the ticketview without the [...]) or subqueues? Can you have escalation work by altering the priority on a creeping basis? ie. After x minutes, it goes from priority a to priority b and then to priority c (is this a job for GenericAgent!)? I have thought about just moving tickets between queues to do this sort of thing. Anyone seen any gotchas implementing priorities the Cisco way so that 1 is the highest priority and 5 is the lowest? Regards and Happy New Year to everyone, Raza

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Where config the Auto-Answer and Ticket number
by Administration du Reseau 06 Jan '04

06 Jan '04

Hi two small question for a new user of OTRS I) in OTRS 1.13, where we configure the auto-answer ? (sorry for my english) When i sent a email to my server, the ticket are created (good) but : 1- The user that open the ticket don't receive the number etc ... 2- The Technicien don't receive a information of a new tickets are created .. by cron, i start only PostMasterPOP3.pl for check the email, it's a other script that sent the auto-answer ? II) It is possible that put un ticket number ?: 20040105.0019 or 20040105-0019 (yearmounthday.ANumber at 4 digit) If yes, where ? Thanks for your help

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RE: [otrs] a small question ...
by Lars Monsees 05 Jan '04

05 Jan '04

Hello (whoever you may be), this is not possible at this time. afaik it is planned for the next version. Lars -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Administration du Reseau Sent: Monday, January 05, 2004 5:32 PM To: otrs(a)otrs.org Subject: [otrs] a small question ... Hi i don't see where i can delete a "File" or a user ... i see only button "Modify" but never "Delete" ... Thanks for your help

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Accounted Time.
by Thau Thai 05 Jan '04

05 Jan '04

Hi, For accounting purposes, at the end of each month I would like to collect the following info using SQL Query: 1. Total time spent on each ticket for that month, output details: Ticket Number, Age, Accounted Time, Subject, State, Queue, Owner & CustomerID 2. Total time spent by each agent for that month, output details: Ticket Number, Age, Accounted Time, Subject, State, Queue, Owner & CustomerID How are the tickets linked up in the otrs database (relationships)? I have updated a ticket with Accounted time of 90 minutes. I can't find this info in the otrs database, where is it stored? Is there a way to collect the data and output it to a text file or .xls file? Thanks. Regards, Thau.

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