January 2009 - otrs - OTRS mailing lists

Problem with configuring new queue
by Piotr Modlinger 10 Jan '09

10 Jan '09

Hello, I've added new queue and assign to it a new e-mail address. The problem is that after sending e-mail to this address it didn't appers in any queue. How do I have to configure new queue? Thanks, Piotr

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Re: [otrs] Sending escalation more than once
by Anton Gubar'kov 10 Jan '09

10 Jan '09

--===============1397539037== Content-Type: multipart/alternative; boundary="----=_Part_76041_32795036.1231588365941" ------=_Part_76041_32795036.1231588365941 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Aysel. >From my point of view your scenario is best addressed by OTRS::ITSM add-on. It uses ticket free time fields for tracking 1st response, update and resolution times. When you need to send additional emails on tickets reaching these milestones, I would use genericAgent for this. You will need to figure out which fields are used to track times, and do searches on them and issue your emails. Regards, Anton. 2009/1/9 Aysel Pamuk <aysel.pamuk(a)gantek.com> > Hello, > > I would like to send e-mail notification. My scenario is like this: > > > > First response time : 10mins > > Update time : 15 minutes > > Solution time : 40 minutes > > > > If no response is sent, escalation e-mail should be sent as soon as first > response time exceeds. In this scenario, 10mins later, an e-mail should be > sent. > > Noone replied or updated and time passed 16 mins, that means update time > exceeded. Another escalation massage should be sent. > > After 41 minutes, noone did nothing, new escalation message should be > sent. > > In my system, only one escalation message is sent. How can I manage to send > e-mail for each escalation. > > > > Regards, > > Aysel Pamuk > > _______________________________________________ > 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 > ------=_Part_76041_32795036.1231588365941 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Aysel. From my point of view your scenario is best addressed by OTRS::ITSM add-on. It uses ticket free time fields for tracking 1st response, update and resolution times. When you need to send additional emails on tickets reaching these milestones, I would use genericAgent for this. You will need to figure out which fields are used to track times, and do searches on them and issue your emails. Regards, Anton. <div class="gmail_quote">2009/1/9 Aysel Pamuk <<a href="mailto:aysel.pamuk@gantek.com">aysel.pamuk(a)gantek.com</a>> <blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"> <div link="blue" vlink="purple" lang="EN-US"> <div> Hello, I would like to send e-mail notification. My scenario is like this:   First response time : 10mins Update time : 15 minutes Solution time : 40 minutes   If no response is sent, escalation e-mail should be sent as soon as first response time exceeds. In this scenario, 10mins later, an e-mail should be sent. Noone replied or updated and  time passed 16 mins, that means update time  exceeded. Another escalation massage should be sent. After 41 minutes, noone did nothing,  new escalation message should be sent. In my system, only one escalation message is sent. How can I manage to send e-mail for each escalation.   Regards, Aysel Pamuk </div> </div> _______________________________________________ OTRS mailing list: otrs - Webpage: <a href="http://otrs.org/" target="_blank">http://otrs.org/</a> Archive: <a href="http://lists.otrs.org/pipermail/otrs" target="_blank">http://lists.otrs.org/pipermail/otrs</a> To unsubscribe: <a href="http://lists.otrs.org/cgi-bin/listinfo/otrs" target="_blank">http://lists.otrs.org/cgi-bin/listinfo/otrs</a> </blockquote></div> ------=_Part_76041_32795036.1231588365941-- --===============1397539037== Content-Type: text/plain; charset="us-ascii" MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline _______________________________________________ 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 --===============1397539037==--

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Re: [otrs] Default CC/Admin CC
by Anton Gubar'kov 10 Jan '09

10 Jan '09

--===============0048435477== Content-Type: multipart/alternative; boundary="----=_Part_76089_3226132.1231589286272" ------=_Part_76089_3226132.1231589286272 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Frank, AFAIK, there is no default CC: function like you described. OTRS does honor cc: on any article agent replies to. I would look into either preprocessing incoming emails externally to add a default cc: or use postmaster pre-filter in OTRS to add a default cc: to an article. IMHO, cc: function is fully redundant for such an advanced ticket management system. Why not give access to the system for all interested parties and manage communication there? Regards, Anton. 2009/1/7 Weindel Frank <fweindel(a)phillyburbs.com> > Hi All, > > > > I would like to know if OTRS has the ability to store a default CC with > every ticket that is created. So any changes/replies/notices for that ticket > are automatically sent to a specified list of people. This is similar to > what Bugzilla and RT currently has. > > > > Thank you, > > Frank Weindel > > _______________________________________________ > 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 > ------=_Part_76089_3226132.1231589286272 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Frank, AFAIK, there is no default CC: function like you described. OTRS does honor cc:  on any article agent replies to. I would look into either preprocessing incoming emails externally to add a default cc: or use postmaster pre-filter in OTRS to add a default cc: to an article. IMHO, cc: function is fully redundant for such an advanced ticket management system. Why not give access to the system for all interested parties and manage communication there? Regards, Anton. <div class="gmail_quote"> 2009/1/7 Weindel Frank <<a href="mailto:fweindel@phillyburbs.com">fweindel(a)phillyburbs.com</a>> <blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"> <div link="blue" vlink="purple" lang="EN-US"> <div> Hi All,   I would like to know if OTRS has the ability to store a default CC with every ticket that is created. So any changes/replies/notices for that ticket are automatically sent to a specified list of people. This is similar to what Bugzilla and RT currently has.   Thank you, Frank Weindel </div> </div> _______________________________________________ OTRS mailing list: otrs - Webpage: <a href="http://otrs.org/" target="_blank">http://otrs.org/</a> Archive: <a href="http://lists.otrs.org/pipermail/otrs" target="_blank">http://lists.otrs.org/pipermail/otrs</a> To unsubscribe: <a href="http://lists.otrs.org/cgi-bin/listinfo/otrs" target="_blank">http://lists.otrs.org/cgi-bin/listinfo/otrs</a> </blockquote></div> ------=_Part_76089_3226132.1231589286272-- --===============0048435477== Content-Type: text/plain; charset="us-ascii" MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline _______________________________________________ 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 --===============0048435477==--

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Re: [otrs] Make CustomerID a mandatory field
by Anton Gubar'kov 10 Jan '09

10 Jan '09

--===============1909312398== Content-Type: multipart/alternative; boundary="----=_Part_76102_23266138.1231589561979" ------=_Part_76102_23266138.1231589561979 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Mario. I have all my customers' emails neatly organized in the customers. The CustomerIDs are assigned. When the ticket comes via email, CustomerID is assigned automatically. When the agent posts a ticket via AgentTicketPhone, the Customer and CustomerID are mandatory. Could you clarify what you're trying to achieve? Regards, Anton. 2009/1/5 ml(a)bortal.de <ml(a)bortal.de> > Hello List, > > can i make the CustomerID Field mandatory? > > Is there a way to display the CustomerID Field if composing an e-mail > reply? > > Right now i have the TimeUnit and CustomerID Field only in AgentTicketEmail > but not in AgentTicketCompose > > Thanks, > Mario > _______________________________________________ > 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 > ------=_Part_76102_23266138.1231589561979 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Mario. I have all my customers' emails neatly organized in the customers. The CustomerIDs are assigned. When the ticket comes via email, CustomerID is assigned automatically. When the agent posts a ticket via AgentTicketPhone, the Customer and CustomerID are mandatory. Could you clarify what you're trying to achieve? Regards, Anton. <div class="gmail_quote">2009/1/5 <a href="mailto:ml@bortal.de">ml(a)bortal.de</a> <<a href="mailto:ml@bortal.de">ml(a)bortal.de</a>> <blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">Hello List, can i make the CustomerID Field mandatory? Is there a way to display the CustomerID Field if composing an e-mail reply? Right now i have the TimeUnit and CustomerID Field only in AgentTicketEmail but not in AgentTicketCompose Thanks, Mario _______________________________________________ OTRS mailing list: otrs - Webpage: <a href="http://otrs.org/" target="_blank">http://otrs.org/</a> Archive: <a href="http://lists.otrs.org/pipermail/otrs" target="_blank">http://lists.otrs.org/pipermail/otrs</a> To unsubscribe: <a href="http://lists.otrs.org/cgi-bin/listinfo/otrs" target="_blank">http://lists.otrs.org/cgi-bin/listinfo/otrs</a> </blockquote></div> ------=_Part_76102_23266138.1231589561979-- --===============1909312398== Content-Type: text/plain; charset="us-ascii" MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline _______________________________________________ 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 --===============1909312398==--

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Re: [otrs] How to fill New EmailTicket Text field based on queue choice
by Anton Gubar'kov 10 Jan '09

10 Jan '09

--===============1546847538== Content-Type: multipart/alternative; boundary="----=_Part_76051_10089670.1231588547041" ------=_Part_76051_10089670.1231588547041 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Michael. AFAIK, it doesn't work exactly like you asked. However you can use Responses for templating the answers. However, choosing a response and selecting a queue are two manual actions. Regards, Anton. 2009/1/8 James, Michael <Michael.James(a)unitymedia.de> > Hallo, > > Based on Queue selection on the NewTicket Email form, is there a way to > automatically populate the text field? > > > > For example: I select the queue "Config" then the text "Please enter config > details:" will be entered into the text field, but only for this queue. > > > > Thanks in advance. > > Mike > > > > OTRS Version 2.2.5 > > openSUSE 10.2 > > Perl 5.8.8 > > > > > > _______________________________________________ > 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 > ------=_Part_76051_10089670.1231588547041 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Michael. AFAIK, it doesn't work exactly like you asked. However you can use Responses for templating the answers. However, choosing a response and selecting a queue are two manual actions. Regards, Anton. <div class="gmail_quote">2009/1/8 James, Michael <<a href="mailto:Michael.James@unitymedia.de">Michael.James(a)unitymedia.de</a>> <blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"> <div link="blue" vlink="purple" lang="DE"> <div> Hallo, Based on Queue selection on the NewTicket Email form, is there a way to automatically populate the text field?   For example: I select the queue "Config" then the text "Please enter config details:" will be entered into the text field, but only for this queue.   Thanks in advance. Mike   OTRS Version 2.2.5 openSUSE 10.2 Perl 5.8.8     </div> </div> _______________________________________________ OTRS mailing list: otrs - Webpage: <a href="http://otrs.org/" target="_blank">http://otrs.org/</a> Archive: <a href="http://lists.otrs.org/pipermail/otrs" target="_blank">http://lists.otrs.org/pipermail/otrs</a> To unsubscribe: <a href="http://lists.otrs.org/cgi-bin/listinfo/otrs" target="_blank">http://lists.otrs.org/cgi-bin/listinfo/otrs</a> </blockquote></div> ------=_Part_76051_10089670.1231588547041-- --===============1546847538== Content-Type: text/plain; charset="us-ascii" MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline _______________________________________________ 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 --===============1546847538==--

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Make CustomerID a mandatory field
by ml＠bortal.de 10 Jan '09

10 Jan '09

Hello List, can i make the CustomerID Field mandatory? Is there a way to display the CustomerID Field if composing an e-mail reply? Right now i have the TimeUnit and CustomerID Field only in AgentTicketEmail but not in AgentTicketCompose Thanks, Mario

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How to fill New EmailTicket Text field based on queue choice
by James, Michael 10 Jan '09

10 Jan '09

Hallo, Based on Queue selection on the NewTicket Email form, is there a way to automatically populate the text field? For example: I select the queue "Config" then the text "Please enter config details:" will be entered into the text field, but only for this queue. Thanks in advance. Mike OTRS Version 2.2.5 openSUSE 10.2 Perl 5.8.8

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Sending escalation more than once
by Aysel Pamuk 10 Jan '09

10 Jan '09

Hello, I would like to send e-mail notification. My scenario is like this: First response time : 10mins Update time : 15 minutes Solution time : 40 minutes If no response is sent, escalation e-mail should be sent as soon as first response time exceeds. In this scenario, 10mins later, an e-mail should be sent. Noone replied or updated and time passed 16 mins, that means update time exceeded. Another escalation massage should be sent. After 41 minutes, noone did nothing, new escalation message should be sent. In my system, only one escalation message is sent. How can I manage to send e-mail for each escalation. Regards, Aysel Pamuk

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Sending e-mails for escalation
by Aysel Pamuk 10 Jan '09

10 Jan '09

Hello, I would like to send e-mail messages to the agents for eacalated tickets. E-mails on escalated tickets should be delivered to agents that have the queue with the escalated ticket in "My queues" enabled and that have activated notifications on escalated tickets in their personal preferences . Is it possible? Regards, Aysel

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User Defined Signatures
by Weindel Frank 10 Jan '09

10 Jan '09

Hi All, Many of our employees have different titles we'd like to include in their signature, but it seems you can only define a signature to a certain queue, and not by user. Is there any kind of plug-in that will allow user-defined signatures? Thanks, Frank Weindel

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