June 2008 - otrs - OTRS mailing lists

TEST MAIL
by hamood Iqbal 19 Jun '08

19 Jun '08

Guys just testing that my eamil is reaching otrs mailing list or not. Thanks Hamood

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No Notifications When Ownership Is Changed
by Go Wow 18 Jun '08

18 Jun '08

Hello everyone, My agents don't get any notification when the owner for a ticket is changed. Can somone please tell me from where can i enable this setting. Regards Misbah

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Re: [otrs] Standard Types and Queues
by Ann Lee 18 Jun '08

18 Jun '08

Hi guys, Is that a way to set default ticket type when creating new ticket at customer frontend? i did not found anything in sysconfig to set ticket type as default.. :( Best Regards Ann

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Sendmail not working for tickets entered via OTRS - web requests
by Tina Kerr 18 Jun '08

18 Jun '08

Setup info: Powered by OTRS 2.2.4 <http://otrs.org/> Sendmail SysConfig option: I have tested both SMTP and Sendmail Email forwarded: customercare(a)domain.com forwarded to tkerr(a)domain.com Behavior: Ticket created by external email has the correct and expected behavior: 1. ticket created 2. auto response sent and received by ticket creator 3. new ticket notification sent to customercare - for SMTP setting 4. forwarded email from customercare to tkerr received from new ticket and new ticket notification Ticket created internally via OTRS (web request) does not function as expected - HELP: 1. ticket created 2. auto response sent and received by ticket creator 3. NO notification sent to customercare 4. NO forwarded email received from new ticket nor the new ticket notification There has to be a Sendmail configuration that is slightly off and I can't figure it out. I need your help! In my sendmail.cf file I have explicitly defined our mail server: DSsrvemail1.calpont.com and currently have the SMTP setting in my Sendmail SysConfig. I have attempted to install Webmin but by default Webmin sets up to run on HTTP port 10000 and during installation, the wizard is telling me that port is occupied... but isn't. Thanks in advance for you insight and help!! Tina Kerr Manager, Production Support Office: 214-618-9540 Mobile: 303-884-0058 tkerr(a)calpont.com <mailto:tkerr@calpont.com> +++++CONFIDENTIALITY NOTICE+++++ The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained here in is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this email from your system.

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Standard Type for New Ticket Creation
by Ann Lee 18 Jun '08

18 Jun '08

Hi guy,   Is that a way to set default ticket type when creating new ticket at customer frontend? i did not found anything in sysconfig to set ticket type as default.. :(   Best Regards Ann

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Standard Types for New Ticket Creation
by Ann Lee 18 Jun '08

18 Jun '08

Hi guy,   Is that a way to set default ticket type when creating new ticket at customer frontend? i did not found anything in sysconfig to set ticket type as default.. :(   Best Regards Angel

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WG: ITSM - Parent/Child relationship
by David King 17 Jun '08

17 Jun '08

Another newbie here.. with a general enquiry: Has anyone got the Parent/Child relationship working in such a way that when an update to the parent is made, an update will also complete automatically within the related children tickets. For example: When I close the Parent ticket, the related children will also be closed and updated with the final root cause, etc.. Regards, David King

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Re: [otrs] otrs Digest, Vol 59, Issue 62
by OTRS - Thorsten 17 Jun '08

17 Jun '08

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expand zoom view for customer
by OTRS - Thorsten 17 Jun '08

17 Jun '08

Hi all, one new feature in otrs is the expand zoom view feature. But it is only available in the agent webinterface. With this function it is possible to see all articles of a ticket at once. it is configurable in the config Frontend::Agent::Ticket::ViewZoom. We need this function for our customer webinterface too. Can someone explain me the way to do that, because i find no possibility to do that by configuring the system. Kind regards Thorsten

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ITSM - Parent/Child relationship
by David King 17 Jun '08

17 Jun '08

Another newbie here.. with a general enquiry: Has anyone got the Parent/Child relationship working in such a way that when an update to the parent is made, an update will also complete automatically within the related children tickets. For example: When I close the Parent ticket, the related children will also be closed and updated with the final root cause, etc.. Regards, David

1 0