February 2006 - otrs - OTRS mailing lists

My Queues
by Lee A. Connell 08 Feb '06

08 Feb '06

I create a ticket with my helpdesk account and I assign it to raw queue and owner to the technicians in house. The technicians are selected for the raw queue in their preferences however when a tech logs in with their account they have 0 tickets in the “My Queues” however they can click on “All Tickets” to find the ticket. They also do receive an email of the new ticket. What do I need to do for these tickets to go into the techs “My Queues”? Thanks! Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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Opening closed tickets
by Lee A. Connell 08 Feb '06

08 Feb '06

What’s the procedure once you’ve closed a ticket, to go in and re-open the ticket back to it’s originating queue? Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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QueueView sorting
by Olivier Dzwoniarkiewicz 08 Feb '06

08 Feb '06

Hello, I've installed OTRS 2.0.4 and it works fine. But I don't know how to make one thing. I just want another type of sorting in the QueueView. I want that when an agent send a note or when the customer send a response, the ticket goes up in the QueueView. I've seen that in the database, the ticket table has a field named "change_time", this field is updated when an agent send a note, but not when a customer send a webrequest. Why ? With this field updated, it will be very easy to sort tickets with the last action. -- Olivier Dzwoniarkiewicz

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New ticket configuration
by Alina Florea 08 Feb '06

08 Feb '06

Hi again, Thank for your replay, Richard. All works fine now. I have another question: When I make a new email ticket I don't see the option where I can choose an answer from my models. What configuration change must I do (if its possible) in order to have this option. I can choose from my models when I replay to a ticket, but not when creating a new ticket. Thanks for your help. Alina.

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RE: [otrs] Mapping queue names to users
by Lee A. Connell 08 Feb '06

08 Feb '06

I figured it out, I thought since the queue names were in the "my queue" preferences that I was selected for those queues, literally had to select and update those settings. Works now. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lee A. Connell Sent: Wednesday, February 08, 2006 10:05 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Mapping queue names to users Richard, I am part of the default queues, raw, junk etc... in my preferences, however when I select the raw queue when creating a new ticket it does not fill in the drop-down for To:, I have to click All to get a list of users. Thanks! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Hinkamp - BeSite Sent: Wednesday, February 08, 2006 8:39 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Mapping queue names to users The dropdown has users who have the current queue selected in the "My Queues" part in preferences, iirc. Regards, Richard Lee A. Connell wrote: > When I enter a new ticket and I select the queue it is going to, how do > I map that queue to specific user names? I want to be able to select a > queue and then the owner drop-down list populates with the users I > mapped. I did this before however I can't figure out how I managed to > do that. _______________________________________________ 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/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 _______________________________________________ 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/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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RE: [otrs] Mapping queue names to users
by Lee A. Connell 08 Feb '06

08 Feb '06

Richard, I am part of the default queues, raw, junk etc... in my preferences, however when I select the raw queue when creating a new ticket it does not fill in the drop-down for To:, I have to click All to get a list of users. Thanks! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Hinkamp - BeSite Sent: Wednesday, February 08, 2006 8:39 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Mapping queue names to users The dropdown has users who have the current queue selected in the "My Queues" part in preferences, iirc. Regards, Richard Lee A. Connell wrote: > When I enter a new ticket and I select the queue it is going to, how do > I map that queue to specific user names? I want to be able to select a > queue and then the owner drop-down list populates with the users I > mapped. I did this before however I can't figure out how I managed to > do that. _______________________________________________ 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/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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Search for ticket in both subject and body?
by Carl Boberg 08 Feb '06

08 Feb '06

Hi, I was wondering if it is possible to have otrs serach for the ticket number in both the subjec AND the body. My users are not always that handy when it comes to email, so it would be nice if otrs could search the whole incomming email for the ticket number. I get a lot of new tickets that I then have to merge with existing ticket and so on.... Cheers -------------------------------- Carl Boberg System & Network Administrator Swedish Museum of Naturalhistory Frescativägen 40 104 05 Stockholm Sweden Tel nr: 08-5195 5116 Mobile: 0701-82 4055 E-mail: carl.boberg(a)nrm.se --------------------------------

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Mapping queue names to users
by Lee A. Connell 08 Feb '06

08 Feb '06

When I enter a new ticket and I select the queue it is going to, how do I map that queue to specific user names? I want to be able to select a queue and then the owner drop-down list populates with the users I mapped. I did this before however I can’t figure out how I managed to do that. Thanks for help! Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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Can't receive mail in OTRS
by Alina Florea 08 Feb '06

08 Feb '06

Hi, I have a problem with receiving mail in OTRS. When I execute bin/PostMasterPOP3.pl I have the error: Can't connect to 127.0.0.1 Traceback (4740) Module: main::Fetchmail Line:154 Module: ./PostMasterPOP3.pl Can anyone help me to fix this problem? Thanks. Alina.

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Initial screen, edit subject
by Tyler 08 Feb '06

08 Feb '06

Hello everyone, Install OTRS, love it, it's great. Thanks for the efforts! Question - How can I control which view my agents see after login. I've found and enabled the 'statusview' module and would prefer my agents get that as their default screen after login. Secondly, I understand about the integrity of ticket systems and why you can't delete or edit certain things, but is there a way to edit the subject of a ticket? From time to time we get the user who emails a support request with the subject of "HELP!!!!!!!" (or something along those lines.) Not very descriptive and we would like to be able to just update the ticket subject. Lastly, is there any way to get access to the queue's auto responses when you're in the phone-ticket or email-ticket area? We'd like to be able to initiate tickets with a standard email. We can do this via the FAQ system now but it just seems like it should be the other way. Thanks again! Tyler

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