October 2006 - otrs - OTRS mailing lists

Alternatives to OTRS FAQ?
by Wes Plate 26 Oct '06

26 Oct '06

For various reasons my Agents hate the upgrade to OTRS 2.1. The FAQ is one reason. Any recommendations for FAQ system alternatives to OTRS? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Debug mode
by Eric Boudrand 26 Oct '06

26 Oct '06

Hi, I am installing OTRS 2.1.2. I am trying to enable Debug mode while connecting to the database. I have set in Config.pm $Self->{Debug} = 3; But it has no effects. What should be set ? Regards. Eric Boudrand

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AW: [otrs] FAQ-Database not working
by Kai Osthoff 26 Oct '06

26 Oct '06

> If i click on the faq-link in an answer of a ticket i get the following > error: > > FAQ not registered in Kernel/Config.pm! > > I can't find any information how I must configure the faq-database for > use in otrs. > Sorry - i've forgot ... it's otrs 2.1 Thanks. Kai Osthoff

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FAQ-Database not working
by Kai Osthoff 26 Oct '06

26 Oct '06

Hi! If i click on the faq-link in an answer of a ticket i get the following error: FAQ not registered in Kernel/Config.pm! I can't find any information how I must configure the faq-database for use in otrs. Greetings, Kai Osthoff

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customer as agent and agent as customer ???
by BipinDas 26 Oct '06

26 Oct '06

Hi Some of my customers are become agents some times. Is there any option to configure,to change the status of customer as agent and viceversa. Thanks -- Greetings... ___________________________ Bipin Das Spectrum Softtech Solutions, 0484-4082000

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How to Delete?
by Mads N. Vestergaard 25 Oct '06

25 Oct '06

Hi There, I've unseccesfully tried to figure out how to remove a Queue and a Group, could you please help me out. Thanks in advance. -- Mads N. Vestergaard | http://timmy.dk

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How - Stop re-opening of tickets by customer E-mail or interface?
by s taylor 25 Oct '06

25 Oct '06

Hello. Where do I set the parameters to stop re-opening of tickets when a customer sends an E-mail from their E-mail client OR sends a followup via the interface when the ticket state is closed (e.g. closed successful, etc.)? The system used to create the new ticket then send the autoreply (default closed ->new ticket), but somehow I changed something and not sure what. I have the 'Follow up Option:' => 'possible' Thanks in advance.

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ticket escalation
by D.Saikrishna 25 Oct '06

25 Oct '06

Hi All, i want to know the OTRS ticket escalation configuration.. Thanks in advace.. --Sai

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Ticket resolution time statistics
by Arenas Alvaro 25 Oct '06

25 Oct '06

Hi all, I am evaluating the possibility to use OTRS in our company. One of our requirements is to be able to count how many tickets took longer than X time to be resolved. we also have two deparments, so, It would be even better if we can check for a certain department, which tickets took longer that a certain time. Is it possible with OTRS I have check in the web page but I didn't find an answer. Thanks in advance Alvaro Arenas

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Ticket escalation
by D.Saikrishna 25 Oct '06

25 Oct '06

hi All, i am new to OTRS.. i want know that how to configure the ticket escalation. Thanks in advance -Sai

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