August 2007 - otrs - OTRS mailing lists

OTRS 2.2.1 Ticket Update...
by Jeff Shepherd 01 Aug '07

01 Aug '07

Hello, After upgrading to OTRS v2.2.1, all tickets that enter a specific queue for escalation after 15 minutes of not being answered are still showing up as if there have not yet been answered. I have attached a screenshot showing this. In the screenshot, the ticket shows that the update time is over by 20 minutes, however, this email was answered. How can I get this to not show up unless the customer has send in another reply? Right now I have to set the ticket status to "Pending Auto-Close" because replying, adding a note, and changing the priority don't fix this. It never did this in OTRS 2.1.7, it worked as it should have and expected. Any suggestions? Thanks! -Jeff

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RE: [otrs] Modifiying agent queue view
by Gerhard Weber 01 Aug '07

01 Aug '07

Hi Ron, > 1. Is there a way to modify the agent queue view to display the owner of each ticket? * Edit Kernel\Output\HTML\Standard\AgentTicketQueueTicketView.dtl * Look for # <tr valign="top"> # <td><b>$Text{"Owner"}:</b></td> # <td><div title="$QData{"Owner"}">$QData{"Owner","18"}</div></td> # </tr> * uncomment those lines (i.e. delete the '#' at the beginning of each line there you go. > 2. Is there a way to change the queue where the ticket is located, in the email and phone response screens? You can choose the queue in the select labeled "From" (at least in my installation. Hope that helps, gerhard

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RE: [otrs] Ticket owner change emails twice.
by Dan King 01 Aug '07

01 Aug '07

How do you disable the notification for notes? I see the message body in the notification section of the admin area but there is no way to make that invalid or remove it. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: August 1, 2007 11:16 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Ticket owner change emails twice. Dan King wrote: > Is there a way to stop two emails being sent to the new owner when > a ticket owner is changed? Currently one email is sent notifying > the new owner that a ticket has been assigned to them and a second > email is sent to notify that a note attached to a ticket. The note > is attached during the owner change. If you have enabled both notifications, then both events will triggering sending an email. You could disable the owner notification if you're already using the note notification. Nils Breunese.

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Ticket owner change emails twice.
by Dan King 01 Aug '07

01 Aug '07

Is there a way to stop two emails being sent to the new owner when a ticket owner is changed? Currently one email is sent notifying the new owner that a ticket has been assigned to them and a second email is sent to notify that a note attached to a ticket. The note is attached during the owner change. Thanks for any help offered. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

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merge and link states
by pri pri 01 Aug '07

01 Aug '07

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Customer Users <--> Services: Problem and Solution
by Ernesto Silva 01 Aug '07

01 Aug '07

Hi, I had a problem trying to associate users and services, the html template Kernel/Output/HTML/Standard/AdminCustomerUserService.dtl had two "method=get" which make the submitting URL too long when there are a lot of users (>20 I believe), I've changed the two occurrencies to "method=post" and now works fine. Regards, -- Ernesto Silva. Coordinador de Desarrollo Web y Sistemas Abiertos Centro de Procesamiento de Datos Universidad ORT Uruguay. E-mail: silva(a)ort.edu.uy Tel: (+598-2) 902-1505 ext. 206 Fax: (+598-2) 900-2952

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Notify agents if a ticket hasn't been modified/worked for a specified time
by Laurent Minost 01 Aug '07

01 Aug '07

Hi, I wonder if it's possible (maybe via Generic Agent) to notify agents that some tickets hasn't been modified for a specified time please ? I saw that a similar thing can be done through Generic Agent for creation date / pending date but not for "Last modified/action on" criteria ? Thanks by advance for your answer. Laurent

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OTRS is sending email with empty "MAIL FROM:<>"
by Alen Salamun 01 Aug '07

01 Aug '07

Hello All! I have a problem with OTRS since messages that are sent from OTRS to list admins and users are not coming through. I have debuged problem down to the fact that when OTRS (2.2) sends email it doesn't correctly set MAIL FROM header in SMTP connection. OTRS sends the email with "MAIL FROM:<>" instead of something like "MAIL FROM:<otrs(a)company.com>". This mail is then rejected by mailer since it has empty sender field. I did recheck my OTRS settings and I have setup email addresses for sending out. Am I missing a parameter in OTRS or is this intended to be in such way!? BR, Alen

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Possible bug with Customer Company ID management
by Laurent Minost 01 Aug '07

01 Aug '07

Hi, Could anyone confirm this behaviour please ? When changing Customer Company ID from 'toto' to 'bidule' under Customer Company Management Panel, customer users with already set Customer ID to this Customer Company ID doesn't get updated so when logging into Customer Frontend, tickets for new Customer Company ID bidule are not displayed ! Thanks by advance for your answers and time. Best regards, Laurent

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RE: [otrs] Logo and Company Name
by Munawar Zeeshn 01 Aug '07

01 Aug '07

In the customer.pl , how can I change the LOGO and COMPANY NAME ?? -----Original Message----- From: Gabriele D'Andrea [mailto:gabriele.dandrea@ecohmedia.com] Sent: Saturday, July 21, 2007 5:58 PM To: Munawar Zeeshan Subject: Re: [otrs] EMail notificatin > Yes, I did the same thing. Out of my 8 users 2 of my users are getting > notifications by this way while others aren’t. While I am able to send > empty answers to the troubling 6 users... Well its v strange Seems very strange to me too, now I can't think about a reason for that... > Well can u tell me how can I set 24 hours as my ticket escalation time. It > inserted 1440 minutes there but it doesn’t counts up to 24 hours. It grows > somthng v high. That's the right way to set escalation time. I dont' clearly understand what you mean with "It grows somthng v high", however to see the ticket escalated, I think they should be unlocked, i.e. not assigned to any agent (not sure of that anyway) Sorry, but I don't use escalation in my environment > One more thing I also intends, that if a ticket is escalated, an email > notification gets to my boss.I cant c any such option like ticket > escalation > notification. It is there in the notifications but nowhere in the user > preferences. Maybe you should configure the GenericAgent for this, but it's not trivial I'm sorry I can't be much of help on this occasion Gabriele ---- Original Message ----- From: "Munawar Zeeshan" <mzeeshan(a)e-government.gov.pk> To: "'Gabriele D'Andrea'" <gabriele.dandrea(a)ecohmedia.com> Sent: Saturday, July 21, 2007 2:37 PM Subject: RE: [otrs] EMail notificatin Yes, I did the same thing. Out of my 8 users 2 of my users are getting notifications by this way while others aren’t. While I am able to send empty answers to the troubling 6 users... Well its v strange Well can u tell me how can I set 24 hours as my ticket escalation time. It inserted 1440 minutes there but it doesn’t counts up to 24 hours. It grows somthng v high. One more thing I also intends, that if a ticket is escalated, an email notification gets to my boss.I cant c any such option like ticket escalation notification. It is there in the notifications but nowhere in the user preferences. These problems hanging me till yet.I am trying to find out any solution. See if u can help. Thanks a lot for ur cocern. -----Original Message----- From: Gabriele D'Andrea [mailto:gabriele.dandrea@ecohmedia.com] Sent: Saturday, July 21, 2007 5:24 PM To: Munawar Zeeshan Subject: Re: [otrs] EMail notificatin Queues are assigned to groups, so you must add the user to the group assigned to that queue. It's well explained in the documentation... ----- Original Message ----- From: "Munawar Zeeshan" <mzeeshan(a)e-government.gov.pk> To: "'Gabriele D'Andrea'" <gabriele.dandrea(a)ecohmedia.com> Sent: Saturday, July 21, 2007 2:05 PM Subject: RE: [otrs] EMail notificatin > > Ok..tel me a thing.. > > How u uses to add some specific queue for an user?? > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Gabriele D'Andrea > Sent: Saturday, July 21, 2007 4:37 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] EMail notificatin > > Did you remember to insert the newly created users to the xyz queue, and > to > select the xyz queue into MyQueues for the new users? > > Gabriele > > ----- Original Message ----- > From: "Munawar Zeeshan" <mzeeshan(a)e-government.gov.pk> > To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> > Sent: Saturday, July 21, 2007 1:28 PM > Subject: [otrs] EMail notificatin > > >> In order to sent emails notifications to each AGENT when a new ticket >> arrives, I have done this. >> >> I created a new queue e.g; xyz. In the Email addresses I added the email >> address xyx(a)xyz.com for QUEUE xyz. Then I created a user and a group abc. >> The group has only permission for XYZ queue, added tht user to that group >> and set the MY Queues of user as xyz. >> >> Now I created two users. Mail is sending quite normally to them, but when >> I >> added more users, thy are unable to receive the email while the first 2 >> users continuously receiving mail notifications when new tickets arrives. >> >> Mail notification is enabled for all users' preferences. >> >> Any one any idea or better way to do this thing ?? >> >> Thanks >> >> >> >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >> Munawar Zeeshn >> Sent: Friday, July 20, 2007 5:35 PM >> To: 'User questions and discussions about OTRS.org' >> Subject: [otrs] Escalation Notification >> >> For a user, I want to enable Escalation notification in the User >> preferences. But I can find it there; I think it has to be get enabled >> from >> Sysconfig. Can anyone guide? >> >> No virus found in this outgoing message. >> Checked by AVG Free Edition. >> Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 >> 6:30 PM >> >> >> >> _______________________________________________ >> 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/ >> >> No virus found in this incoming message. >> Checked by AVG Free Edition. >> Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 >> 6:30 PM >> >> >> No virus found in this outgoing message. >> Checked by AVG Free Edition. >> Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: >> 7/20/2007 >> 4:39 PM >> >> >> >> _______________________________________________ >> 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/ > > No virus found in this incoming message. > Checked by AVG Free Edition. > Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 > 4:39 PM > > > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 > 4:39 PM > > > > > > > > No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.22/921 - Release Date: 7/26/2007 11:16 PM

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