August 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

3 5

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

2 4

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

4 8

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

4 3

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

3 4

Request for OTRS 2.0 language translations
by Martin Edenhofer 20 Sep '05

20 Sep '05

2 1

change state while adding a note
by maurizio.mont＠libero.it 02 Sep '05

02 Sep '05

I would allow the agent to change the ticket status while adding a note. Looking at the frontend (AgentTicketNote.dtl) it seems this functionality should already be available. In the "Note" window ti should appear a list with all the 'new', 'open' and 'close' states. Unfortunately, in my installation this list doesn't appear. I'm using the default state list, but I localized state names. Could the problem depend on the localization? Thanks, Maurizio ____________________________________________________________ Libero Flat, sempre a 4 Mega a 19,95 euro al mese! Abbonati subito su http://www.libero.it

2 1

Disable email-notification-ext from customer view
by Ricardo Baptista 31 Aug '05

31 Aug '05

Hello all, In the customer view when I see the detail of a ticket, I will have a tree with the details of all the messages sent by the customer and by the agent. But it will have also all the notifications sent by email, so if an agent replies to a Ticket the tree will have the answer from the agent plus the notification sent by email (email-notification-ext) duplicating the answer and that becames confuse. I assume there is some way to turn this off with turning off email notifications, I've searched several times in the configurations but could find a option for this. Anyone know a way to turn the notification sent by email to appear in the history tree? Thanks for any help, Ricardo

1 0

email charset
by Alexander Kardailsky 31 Aug '05

31 Aug '05

Dear otrs, Is it possible to use original email charset when I reply in otrs system? I had an email in Latin-9 charset and should replay with french specific letters, but when recipient received my email all such letters was changed to unicode numbers, like ф Thanks. -- Best regards, Alexander

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