September 2005 - otrs - OTRS mailing lists

RE: [otrs] [HELP] lock the ticket in my queue...
by Vådahl Thomas 23 Sep '05

23 Sep '05

> I would like to automatically take the admin and lock > the tickets in my queue but this settings on my > GenericAgent.pm don't work > > 'coda omar' => { > Queue => ['coda omar'], > New => { > Owner => 'omar', > } > }, Hi Omar, Try this: 'coda omar' => { Queue => 'coda omar', New => Owner => 'omar' Locks => ['lock'] } }, In my documentation, version 2.0.1, you don't need to insert the queue name in "[]". Also you need to change the Locks parameter to 'lock'. Hope this helps :-) -Thomas

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automatic replies if ticket comes in via email but not via phone
by Moritz Bunkus 23 Sep '05

23 Sep '05

Hey, we're trying to get the following working: 1. If a customer writes an email to our support address then he should get an automatic reply. 2. If our own support staff creates a "phone ticket" then no auto reply should be sent. Of course this can be done by putting all tickets that are fetched via POP3 into a special queue and assign an auto reply to that queue. However, we have a third requirement: 3. All emails to the support address should be sorted into special queues depending on the service level agreement the customer has. We know how to do either 1. + 3. or 1. + 2. But we cannot figure out how to achieve all three goals at the same time. Any hints? Regards, Moritz Bunkus -- LINET Services GbR Gotenweg 15 Tel.: 0531-280 191 71 38106 Braunschweig Fax.: 0531-280 191 72 http://www.linet-services.de mailto:info@linet-services.de

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Re: [otrs] Changing states of tickets (custom states)
by James Marcinek 23 Sep '05

23 Sep '05

I created my states and left defined them as open (which doesn't show up in the field if I'm following you). I see pending and close in the menu selection (in zoom). I think if I change them to a 'pending' state type I could then see them. I wanted to have a state that let's the service desk know that the ticket hasn't had any action taken on them yet. The service desk will be the first to recieve the calls then route them accordingly. I was under the impression that the flow should have the tickets remain 'open' until someone takes ownership. Is a 'pending' state better? I would appreciate some feedback on how other's work the states and such. Thanks, James "User questions and discussions about OTRS.org" <otrs(a)otrs.org> wrote: > Hello James, > > yes you can, at least I can do it in my installation. > What version do you use? > > While creating a new state you have to define the type: closed, pending, open, new, merged, etc . > Let's say you have new state: "wait for customer" (pending type). You will be able to set this state into the Pending section and you do no need to contact (send mail to) the customer. > > Is this enough? Let me know if you need more assistance. > Daniel > --------- > Thursday, September 22, 2005, 5:23:27 PM, you wrote: > > James> Hello All, > > James> Is there any other way to change the state of a ticket other than creating or > James> contacting a customer? I created a couple of new states but can only see them > James> when I contact someone. > > James> I would like to see these fields in the zoom view. > > James> Thanks, > > James> James > > James> _______________________________________________ > James> OTRS mailing list: otrs - Webpage: http://otrs.org/ > James> Archive: http://lists.otrs.org/pipermail/otrs > James> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > James> Support oder Consulting für Ihr OTRS System? > =>> http://www.otrs.de/ >

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receiveg emails from my win2k3 install?
by Chaitanya Reddy 23 Sep '05

23 Sep '05

Can I get help in sending and receiveg emails from my win2k3 install?

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What does locking a ticket do?
by James Marcinek 23 Sep '05

23 Sep '05

I know this may sound silly but can someone let me know what this does? We're in the process of piloting this and I can't figure it out (I looked in the doc's...) Thanks, James

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RE: [otrs] What does locking a ticket do?
by Seigafuse, Mike 23 Sep '05

23 Sep '05

Think of locking the ticket as "assigning" it to oneself be worked on; or perhaps claiming the ticket. Once locked the tickets will no longer display in the queue view which displays only unlocked tickets. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek Sent: Thursday, September 22, 2005 4:26 PM To: otrs(a)otrs.org Subject: [otrs] What does locking a ticket do? I know this may sound silly but can someone let me know what this does? We're in the process of piloting this and I can't figure it out (I looked in the doc's...) Thanks, James _______________________________________________ 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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[HELP] lock the ticket in my queue...
by Omar Speranza 22 Sep '05

22 Sep '05

I would like to automatically take the admin and lock the tickets in my queue but this settings on my GenericAgent.pm don't work 'coda omar' => { Queue => ['coda omar'], New => { Owner => 'omar', } }, The output is For Queue: coda omar - set owner of Ticket (2005092210000067/294) to 'omar' but the ticket is not locked :( any suggestion? thanks, ~omar

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Changing states of tickets (custom states)
by James Marcinek 22 Sep '05

22 Sep '05

Hello All, Is there any other way to change the state of a ticket other than creating or contacting a customer? I created a couple of new states but can only see them when I contact someone. I would like to see these fields in the zoom view. Thanks, James

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LDAP Customer Auth, eDirectory, Identity Manager DirXML
by Matt Midson 22 Sep '05

22 Sep '05

Hello, I am new to OTRS and I have been able to get the Agent and Customer Auth working with my eDirectory LDAP based environment. The agent accounts are being created on initial login based on a group membership, however during testing, when customer accounts attempt to log in for the first time the error "Panic! No User Data!" is returned. Is there a way to automatically create the required customer account details in the database, based on the details in the LDAP Directory, at time of login, or does this have to be a manual process? If it is a manual process, can I populate the database by running a cron job, sync-ldap2dp.pl and then use the LDAP Auth for the day to day login? If so is there any advise you would like to give this newbie? I also have another option for creating this information and that is to write it directly into the MySQL database via Novell's Identity Manager (DirXML). Where can I find more information on the user creation process in OTRS, database tables and any background processes that might need to run during the creation process. Thanks in advance. Matt

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Auto filled fields
by Florian 22 Sep '05

22 Sep '05

Hello all, Is it possible, while creating a customer account, to generate the login based on the first name and last name (for example) just entered ? But I still want the field to appear so the agent creating the account can tell the customer what's his login... -> that will help the agent while allowing him to change the login if necessary Another similar need : when an agent chooses a customer while creating a phone-ticket (by clicking on the "customer" link and searching it in the database) it auto-fills the "From" field with the first-name and last-name of the customer previously selected -> that will help the agent but also allow him to change the "From" field if necessary Thanks for your help ! -- Florian

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