May 2007 - otrs - OTRS mailing lists

MAPI support in OTRS
by Branislav.Dobrodolac＠t-systems.com 14 May '07

14 May '07

Hi to all, Does anybody perhaps have a solution to the problem of using OTRS with MAPI? Unfortunately we are able to use MAPI only. Kind regards Branislav Dobrodolac -- T-Systems Enterprise Services GmbH Systems Integration Application Development & Service Factory Solution Center PLM Branislav Dobrodolac Fasanenweg 5, D-70771 Leinfelden-Echterdingen, Germany Phn +49-711-972-49475 Fax +49-711-972-90330 mailto:branislav.dobrodolac@t-systems.com T-Systems Enterprise Services GmbH Aufsichtsrat: René Obermann (Vorsitzender) Executive Committee: Lothar Pauly (Vorsitzender)*, Helmut Binder, Albert Henn, Olaf Heyden*, Katrin Horstmann, Ulrich Kemp, Axel Knobe*, Wilfried Peters*, Dr. Herbert Schaaff*, Zvezdana Seeger* Handelsregister: Amtsgericht Frankfurt am Main HRB 55933 Sitz der Gesellschaft: Frankfurt am Main WEEE-Reg.-Nr. DE87523644 *Geschäftsführer gem. § 35 GmbHG T-Systems - Business flexibility

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Support of native ticket types
by Fernando Sarria 14 May '07

14 May '07

In the IPANEMA VERSION the documentation say that this version "Support of native ticket types" and that "you do not need longer to use a ticket free text field isn't necessary anymore". Do you have any example about this point where you don't use a ticket free. Thanks in advance Fernando Sarria

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[Fwd: Problem]
by k.mitesh＠drushti.in 14 May '07

14 May '07

Hi, We have installed otrs 2.1.7 on red hat 9 .We have used pop3 account settings to download mails from server.We are able to download but copy of the same(mail) is not present on server.So provide us settings for the same. Thanks Mitesh

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OTRS Notification and Agent replies to OTRS via email client
by Michael Bush 14 May '07

14 May '07

Is there are way to configure OTRS to send out new tickets/followups etc notifications to agents from the queue name such as techsupport(a)domain.com instead of otrs(a)domain.com? If you reply from a email client or PDA, you have to change the TO: address from otrs(a)domain.com to techsupport(a)domain.com before replying. Did I miss a configuration somewhere? Michael Bush

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several email addresses at BCC
by Carlos Oyarzabal 13 May '07

13 May '07

Hola, Is it possible several email addresses at Framework => Core => Sendmail => BCC ? if possible, what char is the separator? ";" or "," Thanks a lot, Carlos,

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Re: OTRS
by Mike Dent 13 May '07

13 May '07

Many thanks Maurice for taking the time to do this. However it is still not possible to customise the state change for tickets which are closed without changing the notification for tickets which are set to pending. It may often be desirable to notify the customer:- "Now your ticket is closed, if you have further problems please call us back on 123456 or alternately email us at info(a)blahblah.com, please keep a note of this ticket/id number for future reference etc etc" OR "Your ticket has been set to state pending whilst we investigate this problem further, please check your email soon as we may need to contact you for further information, balh blah" I have filed a bug/feature request for this. Thanks Mike On 5/13/07, Maurice James (VA) <maurice.james.va(a)verizon.net> wrote: > > > > > Here is the document that I tried to post to the list >

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Signature before reply message
by Michael Bush 13 May '07

13 May '07

How do you setup OTRS 2.1.7 to place the signature above the reply message instead of below?

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RE: [otrs] Some of my remaining OTRS questions.
by Salvador Manzo 12 May '07

12 May '07

Inline for question 1 -----Original Message----- From: "Mike Dent" <mcdent(a)gmail.com> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: 2007-05-11 4:44 Subject: [otrs] Some of my remaining OTRS questions. Hi, I'm slowly getting to a stage where I can drop RT and move to OTRS, however there are some things I still need to fix. I've looked through the manual and done some searches and not found much info on the following. 1) I want an auto response that gets sent out when a ticket is 'closed' . I have this when a ticket is opened but I could not easily see how to do it for closed? <notification on status change will do this, however, it will pick up ANY status change, so if you use the Pending statuses, those will also be flagged. Ok, enough for now, thanks in advance for any help. Mike

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RE: [otrs] OTRS Configuration
by d.shri＠drushti.in 12 May '07

12 May '07

Hi, The details are as follows : OS : Redhat 9 Apache : httpd 2.0.52 mod_perl : 2.0.3 otrs : 2.1.7 Thanks, Shrinivas. > What operating system are you running? I ran into the same problem and I > think I may have the solution > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > d.shri(a)drushti.in > Sent: Wednesday, May 09, 2007 6:38 AM > To: otrs(a)otrs.org > Subject: [otrs] OTRS Configuration > > Hi, > I have configured,installed OTRS on my machine.Now I have exim and > fetchmail installed on my machine.How to integrate the Exim for > outoging mail and Fetchmail for incoming mail/queue ? > I have installed the "Apache2::Reload" perlmodule for apache2 but the > "Package Manager" of Admin link is giving the error like : > > Error: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule > and PerlInitHan[..] > > > > > > > -- > Shrinivas Devarkonda, > Drushti NET, > 3, Abhinav Apartments, > 778, Congress House Road, > Next to Congress Bhavan, Shivajinagar, > Pune -05. > Mobile : 91 - 9850270269 > Email : d.shri(a)drushti.in. > > > _______________________________________________ > 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 or consulting for your OTRS system? > => http://www.otrs.com/ > > _______________________________________________ > 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 or consulting for your OTRS system? > => http://www.otrs.com/ >

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Entering a ticket without sending contents to users email?
by Mike Dent 12 May '07

12 May '07

When entering a phone ticket for an existing customer, a copy of the ticket is sent to the user. Is it possible for them to still receive a message from OTRS telling them a ticket has been created with the number in etc. i.e. the auto response on create new ticket *but* not have the message you type when creating that ticket appended to the message? I hope that makes sense. :) thanks Mike

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