April 2005 - otrs - OTRS mailing lists

Dispatching
by Greg Bolshaw 07 Apr '05

07 Apr '05

Can someone please explain to me the difference between "Dispatching by email To field" and "Dispatching by selected Queue" under PostMaster POP3 Account. I have read the documentation, and searched the list archives, but this doesn't seem to be covered. Thanks Greg -- Greg Bolshaw Flamble 8 Royal Parade London W5 1ET Tel: +44 (0)20 8997 5000 Fax: +44 (0)20 8997 0048 greg(a)flamble.co.uk

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RE: [otrs] "ALL" in ownership
by Jack Doyle 07 Apr '05

07 Apr '05

Justin, The only people that will show up in the list are the people that have that queue selected in their preferences. It is that way because some people watch certain queues while others don't. The list populates with agents who have chosen to monitor that queue. However, the "All" link allows you to override that list and pick from any agent. Get your agents to select the queue in their preferences to be in the list. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: Justin Wilson [mailto:j2sw@mtin.net] Sent: Tuesday, April 05, 2005 9:40 PM To: otrs(a)otrs.org Subject: [otrs] "ALL" in ownership Why must I click "All" to show the people I wish to assign ownership of a ticket to? Is there a way to have this list already there without clicking all? Justin -- "It's 10 O'Clock, do you know what your server is doing?" --- Justin S. Wilson <j2sw(a)mtin.net> TEL: 765.376.1079 AOLIM: j2sw WEB: http://www.jwilson.ws/ WEB: http://dontknockmysmock.mtin.net/ _______________________________________________ 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/

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some questions about customizing otrs
by Torgeir Andrew Waterhouse 07 Apr '05

07 Apr '05

hi I'm new to Otrs & will be installing it and starting a rather intense test period tomorrow, if things work out as expected I'll need to have a go at customizing otrs - and hence I have some questions. The environment I'll be using Otrs in is mainly with non technical agents who give advise on conusmer issues using email. These agents are mainly used to Outlook 2000 and some of find that to be a rather advanced (and sometime difficult) aplication. I've already browsed the developer portion of the docs and would like some feedback from people that have tried to customize Otrs. - Is there some kind of respitory with custom modules? - Are there any obvious do-s & don't's for customing the templates and has anybody got any recomendations on how to customize it to make it more user friendly for non-technical users. - Populate the faq from a xml file using a nightly cron job - has anyone tried something like this? - Has anybody made som kind of module that allows the agents to insert attachments in the same way the insert faq's? - Are there any obvious do-s & don't's for adding custom fields to the ticket? - I'll need to be able to at least to custom fields and have the content of those show up in the meta coloumn on the right hand side in the zoom view. - Has anybody got any noteworthy experience or write ups from integrating Otrs with other web aplications they'd like to share? - Has anybody got any experience with different custom fields and/or different templates based upon which queue a ticket is in? :torgeir

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can all queue owners be notified if ticket modified
by Christophe Zwecker 07 Apr '05

07 Apr '05

Hi, we are 3 support people with one queue each, we have access to the queues of the others. When one of the two others modify their tickets each of use needs to get a mail with the changes, so we now how the status is in case we get asked, can this be done ? please tell me it can, otherwise i fear we cant use otrs.. thx alot! -- Christophe Zwecker mail: doc(a)zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de "Reality is that which, when you stop believing in it, doesn't go away"

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Mail return receipt
by Ritme Informatique 06 Apr '05

06 Apr '05

Hi all, I am not sure to write to the correct mailing list, please apologize for that. I am using otrs 1.3.2 (but this may apply to otrs 2?) I want to be able to create a mail return receipt, so I tried to add this: 'Return-Receipt-To' => $Param{From}, to Article::ArticleSend But this doesn't seem to work. Do you have any idea? Thanks for your help, Bastien.

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Question re: 2.0
by Pete McDonnell 06 Apr '05

06 Apr '05

I'm curious to know whether or not version 2.0 might have some flexible options for routing escalations? What I'd envision is the following: - ticket reaches queue escalation time - one or more agents within working hours - ticket escalated to agent - within n hours after that, ticket escalated to agent and agen't supervisor - within n hours after that, ticket follows different escalation path (reassignment to another agent perhaps with a not going on an exception report?) I'm anxiously awaiting versoin 2.0! It's going to be fantastic, I can sense it. - Pete McDonnell "I'd give my right arm to be ambidextrous." - Anonymous

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AW: [otrs] pending auto close+ vs pending auto close-
by TKocher＠spirit21.de 06 Apr '05

06 Apr '05

Hi Tom, autopenting- closes the ticket as unsuccessful, autopending+ as successful thorsten -------------------------- SPIRIT/21 AG Thorsten Kocher mobil: 0172-6377392 Zur Verf�gung gestellt von my BlackBerry Wireless Handheld ----- Original Message ----- From: otrs-bounces Sent: 06.04.2005 00:20 To: <otrs(a)otrs.org> Subject: [otrs] pending auto close+ vs pending auto close- What is the difference between pending auto close+ and pending auto close- ? Thanks, Tom Tom McKenzie Posit Science Corporation (formerly Neuroscience Solutions Corporation) 114 Sansome Street * 5th Floor * San Francisco, CA 94104 Main: 415-394-3100 * Direct: 415-321-7665 * Fax: 415-986-2829 Please Note: Neuroscience Solutions is now Posit Science. My new email address is tom.mckenzie(a)positscience.com. To learn more about our name change, visit www.positscience.com <http://www.positscience.com/> _______________________________________________ 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 f�r Ihr OTRS System? => http://www.otrs.de/

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"ALL" in ownership
by Justin Wilson 06 Apr '05

06 Apr '05

Why must I click "All" to show the people I wish to assign ownership of a ticket to? Is there a way to have this list already there without clicking all? Justin -- "It's 10 O'Clock, do you know what your server is doing?" --- Justin S. Wilson <j2sw(a)mtin.net> TEL: 765.376.1079 AOLIM: j2sw WEB: http://www.jwilson.ws/ WEB: http://dontknockmysmock.mtin.net/

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pending auto close+ vs pending auto close-
by Tom McKenzie 05 Apr '05

05 Apr '05

What is the difference between pending auto close+ and pending auto close- ? Thanks, Tom Tom McKenzie Posit Science Corporation (formerly Neuroscience Solutions Corporation) 114 Sansome Street * 5th Floor * San Francisco, CA 94104 Main: 415-394-3100 * Direct: 415-321-7665 * Fax: 415-986-2829 Please Note: Neuroscience Solutions is now Posit Science. My new email address is tom.mckenzie(a)positscience.com. To learn more about our name change, visit www.positscience.com <http://www.positscience.com/>

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Perl MIME issue
by Aaron Bostick 05 Apr '05

05 Apr '05

Hi, Just installed otrs 1.3.2 on a gentoo server using the ebuild and am loving it. When I try to send an email to the customer from the ticket zoom view, I am getting this error message: Software error: Undefined subroutine &MIME::Decoder::QuotedPrint::encode_qp_threearg called at /usr/lib/perl5/vendor_perl/5.8.5/MIME/Decoder/QuotedPrint.pm line 95. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Any ideas why this would occur? I saw another thread about having to insert a 'use' command somewhere. Thanks, Aaron Bostick

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