October 2005 - otrs - OTRS mailing lists

Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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Possibly a Bug...Possibly Me....Agent Notifications
by Trevor Vaughan 22 May '07

22 May '07

Ok, This is kind of related to a previous post but I've been able to expound upon it further. Basically, does anyone know how to properly set up Agent Notifications. I.e. When an external email comes into the queue, a notification is sent. When an agent enters something into the queue, a notification is sent. However, when a customer adds something into the queue from the customer web interface a notification is NOT sent. Can't figure this one out. Help appreciated. Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O

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Put ticket Print link in QueueView?
by Wes Plate 19 Oct '06

19 Oct '06

I would like to put a print link in Queueview, so that I don't have to first zoom in to a ticket in order to print it. How can this be done? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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OTRS statistics
by Edgar Meij - Hostnet Helpdesk 29 Sep '06

29 Sep '06

Dear all, During the greater part of this year I've been developing a statistics module for OTRS (and Hostnet). Attached you'll find a zip file with the final result. See the README file within for further installation details, requirements, etc. etc. The script is able to produce the following ticket statistics, aggregated on a per-day or per-week basis, between specified dates and in specified queues. The output can be selected as well; graphs, CSV and HTML (tables) are supported. Maybe it'll be of use to some of you ;-) . - Number of new tickets (total/calls/e-mails) - Workload (number of calls, in- and outgoing e-mails) efficiency: - E-mail time calculations: Open time Reply time Resolution time efficacy: - Average number of follow-ups/replies per ticket - Number of first time fixes Best regards (and happy holidays), Edgar Meij Hostnet BV Singel 106 1015 AD Amsterdam The Netherlands helpdesk website: http://www.hostnet.nl/helpdesk helpdesk : helpdesk(a)hostnet.nl tel : 020 // 7500 811 fax : 020 // 7500 825 sales : sales(a)hostnet.nl administratie : admin(a)hostnet.nl

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Ticket number generator reset
by Duarte Cordeiro 06 Feb '06

06 Feb '06

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What is link tickets?
by KartheeK 17 Jan '06

17 Jan '06

Hello Everybody, I cant understand what is linking two tickets useful? what happens if we are linking two tickets? Regards KartheeK --------------------------------- Yahoo! India Matrimony: Find your partner online. Go to http://yahoo.shaadi.com

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Cant get mail response to work
by Thomas Nilsen 18 Nov '05

18 Nov '05

I have installed otrs beta4 a few days ago. We are testing it to see if it would fit our needs. I have setup pop3 catchall mail account and otrs gets the mail, but when I want to zoom a ticket and reply to a user I get this: Compose Answer (email): Contact customer (phone): * phone call Why do i not get a link so i can write mail to customer? I have tried to setup smtp parameters and so on in config.pm but did not get it to work. Am I missing something here? Otrs is currently running on RedHat AS 3, with perl and apache + mysql. Thanks! Best regards Thomas Nilsen

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Can an agent receive notifications for a ticket locked by another agent ?
by Eric Brayet 15 Nov '05

15 Nov '05

Hi, I would like two agents to work on the same ticket. But only one agent can receive Follow-up notifications, since only one agent can lock a ticket. Can an agent receive notifications for a ticket locked by another agent ? Eric B.

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Security support for 1.3.x
by Paul Helgerman 10 Nov '05

10 Nov '05

We're using OTRS in a production environment and have been quite happy with the 1.3 series. While the 2.0 series offers some very compelling new features, we'd like to put off upgrading for several months if possible to a time when disruption to the network will be minimal. How long will the 1.3 series be supported with security releases (or has it already been depreciated)? If it has been depreciated already, are there any known security issues with the 1.3 series (you don't need to list them) that would make upgrading to 2.x a rush item? We're operating OTRS in a network with approximately 11,000 users (if you count both the kids and the staff members, but only 1,000 or so staff members can submit trouble tickets). We greatly appreciate the fact that it "just works" without the need for much pruning. :-) Thanks! Paul Helgerman Tippecanoe School Corporation Lafayette, Indiana, USA

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RE: [otrs] How do I add new icons/link in the nav bar?
by Seigafuse, Mike 10 Nov '05

10 Nov '05

You just add the links to either AgentNavigationBar.dtl or CustomerNavigationBar.dtl... <td valign="top" align="center" class="nav"> <a href="http://host.domain.com/site/" target="_blank"><img border="0" src="$Env{"Images"}folder_yellow.png" alt="$Text{"Legacy System"}"><br>$Text{"Legacy System"}</a> </td> I put mine after preferences for the agent navigation bar... -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Sent: Tuesday, October 25, 2005 11:19 AM To: otrs(a)otrs.org Subject: [otrs] How do I add new icons/link in the nav bar? How do I add new icons/link in the nav bar? I want to add a link for users to our old ticket system during the transition. I want to also be able to add some links to other web based tools we use. -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - - _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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