December 2006 - 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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RE: [otrs] using email to close otrs tickets
by Bartsch, Martin msg asp gmbh 13 Sep '07

13 Sep '07

Hi, use the generic agent. Search for tickts with CLOSE an set the new state to closed. Mit freundlichen Grüßen / Kind regards Martin Bartsch > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Janet Post > Sent: Monday, December 18, 2006 9:51 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] using email to close otrs tickets > > > Hello all, > > I am using otrs version 2.1.2. I would the ability to close > tickets via > email. I would like to have a filter that finds either: CLOSED or > RESOLVED as the first word in the subject line, and have otrs > close the > ticket. Is there some way to do this? > > I have tried using the postmaster filter with these settings: > > Match: > Header 1: Subject Value: CLOSED > > Set: > Header 1: X-OTRS-State Value: closed successful > > But this does not seem to work. > > Janet > > _______________________________________________ > 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 orr consulting for your OTRS system? > =http://www.otrs.com/ >

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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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More info on customer notifications in queue view
by Joe Fusco 15 Feb '07

15 Feb '07

I did some testing and discovered the following: 1. Create ticket using Email-Ticket button 2. Open ticket and change owner 3. Owner notification is visible in Queue view instead of original text It does not do it for tickets submitted via email or created using the Phone-Ticket button. Any suggestions? I am running OTRS 2.0.4 on Open SuSE 10.1 Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service.

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HELP Customer Notifications Showing in Summary View
by Joe Fusco 13 Feb '07

13 Feb '07

Whenever we change the owner on an existing ticket, the "This is just a note" message that goes to the customer replaces the original text in the summary view. Now, we have several tickets that list "... the owner of your ticket "#####" has been changed to "Technician Bob." In the summary view instead of listing the problem. We have to zoom to each ticket to see what the issue is. Any ideas why it would be doing this and/or how to fix it? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service.

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Email between agents
by remi 26 Jan '07

26 Jan '07

Hi list, I'd appreciate some advice. I'm using OTRS for a support box with a staff of 4 people. This works pretty good :-) Incoming tickets can be assigned to people etc. Each agent currently also has their own webmail box, name@company. Since some clients send support requests to the agent directly, I thought it'd be nice to include these boxes also into OTRS (using pop3). The management of e-mail the OTRS way is easier than a box full of mail via POP3 anyway ;-) Wel, I've setup the queues etc. The mail comes into the queues and this works well. Since all 4 agents have their mail in ORTS, and also the support box, what would be the best way to e-mail another agent? I mean a new ticket here, not a note to a customer ticket. Just as you would do when you wrote a new mail to a colleague using a mail client. Agents used to send mail to each other at name@company, but when they do this with OTRS, this mail does not arrive in the queue of the particular agent, but is added to the ticket owned by the sending agent. (of course it is!) Since the sending agent usually creates this ticket from their own queue, they have to make sure to move the ticket to the queue of the receiver (and need permissions for that), change the owner to the name of the agent the message is for and also make sure the ticket isn't locked. Is this the way it is supposed to work, or is there an easier way to send mail to another agent? I'm a bit confused :-) Thanks for any help! grtx,remi

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How to stop running Postmaster process ?
by BipinDas 19 Jan '07

19 Jan '07

Hi No incoming mails to my queues. The /var/log/messages shows the following error. How can I stop the running postmaster process?. I had tried ./PostmasterPOP3.pl -f 1, but the problem still exists. Please help. Oct 17 16:27:07 otrs OTRS-PM3-10[2077]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (yourhost.example.com/1837)! -- Greetings... ___________________________ Bipin Das Spectrum Softtech Solutions, 0484-4082000

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Reply to ticket - no email option
by Mike Hayward 17 Jan '07

17 Jan '07

Hi, I have an OTRS system now fully working, but when I zoom to a new ticket, the only options are to close the ticket or "Contact Customer (phone)", the "Compose answer (email)" option has no clickable "reply" hyperlink underneath. Any ideas where to fix this issue? Thanks Best regards Mike Hayward

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RE: [otrs] auto-reply to cc: addresses?
by Janet Post 15 Jan '07

15 Jan '07

Hello Dale, I had this issue as well. I had to edit the source code directly to get this to work. This change works with autoresponses, but has not been tested with other form of responses. I had to change the file "Article.pm". I did not need to 'change' any code, only add to what was already there. This starts at line 2266 (otrs ver 2.1.2): To the developers of otrs: Might I suggest this be added as an option in the next revision of otrs? Janet Post. ------------------ Article.pm {...} chomp $NewOldBody; $Param{Body} =~ s//$NewOldBody/g; } # set new To address if customer user id is used my $Cc = ''; ### Added by Janet Post to get all addresses into autoresponse: my @ToArray = (); foreach (qw(To Cc Bcc)) { if ($GetParam{$_}) { foreach my $Emailjp (Mail::Address->parse($GetParam{$_})) { push (@ToArray, $Emailjp->address()); if ($Cc) { $Cc .= ', '; } $Cc .= $Emailjp->address(); } } } ### End of addition to autoresponse my $ToAll = $GetParam{From}; if ($Article{CustomerUserID}) { {...} ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dale Shriver Sent: December 8, 2006 5:13 PM To: otrs(a)otrs.org Subject: [otrs] auto-reply to cc: addresses? Hello all, Is there an answer published for this issue? OTRS currently only auto replies to the sender of a message, but doesn't seem to reply to everyone on the original request for assistance. Any help would be appreciated. I need OTRS to reply to both the sender, and everyone else the sender copied. Thanks, Dale [otrs] auto-reply to cc: addresses? kougioum at no-log.org kougioum at no-log.org <mailto:otrs%40otrs.org?Subject=%5Botrs%5D%20auto-reply%20to%20cc%3A%20a ddresses%3F&In-Reply-To=> Fri Dec 3 10:52:34 CET 2004 * Previous message: [otrs] bulk feature problems <http://lists.otrs.org/pipermail/otrs/2004-December/006814.html> * Next message: [otrs] GD and Stats <http://lists.otrs.org/pipermail/otrs/2004-December/006816.html> * Messages sorted by: [ date ] <http://lists.otrs.org/pipermail/otrs/2004-December/date.html#6810> [ thread ] <http://lists.otrs.org/pipermail/otrs/2004-December/thread.html#6810> [ subject ] <http://lists.otrs.org/pipermail/otrs/2004-December/subject.html#6810> [ author ] <http://lists.otrs.org/pipermail/otrs/2004-December/author.html#6810> ________________________________ Hello everybody To the point: how can we make otrs send auto replies not only to the From: address but to all cc: addresses, and to certain other (prefixed) addresses? thanks in advance for any replies, george. Dale Shriver . Director of Enterprise Systems Cortiva Institute . 230 Park Avenue . 27th floor . New York . NY . 10169 c 646.421.9332 f 786.345.0733 e dshriver(a)cortiva.com http://www.cortiva.com <http://www.cortiva.com/>

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dtl how it works??
by odracir_seravat＠simplesnet.pt 15 Jan '07

15 Jan '07

Hi! I'm trying to understand how de block of dtl works and how dtl work! I'm making some changes in the agent interface,i'm working on AgentTicketQueue.dtl and at some lines it appear something like .I'm wondering if what comes below this is the  or this is a call to a block already defined. So if is like a function where is the body of the function?? Compliments Ricardo Tavares (Computer Engenieer) Simplesnet GTI, a net até 6 vezes mais rápida, ao mesmo preço de sempre! http://www.simplesnet.pt/

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