December 2009 - otrs - OTRS mailing lists

Email notifications
by Martignier, Philippe 21 Dec '09

21 Dec '09

Hi there again, Among all users requests I have one that seems revelant to them ... They want to receive notification about an email sent through OTRS ... I mean they do an "empty answer" to a ticket, click on submit and would love to have a notification when the customer reads the email .... ala OUTLOOK Is that feature possible? Many thanks Phil World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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no dictionnary in french
by Martignier, Philippe 21 Dec '09

21 Dec '09

Hi there, I can not activate the spell check as the available dictionaries are only in english and deutsch, do you think it will be available in french soon ? Thanks Greetings Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Time - Delay E-mail Reply on Purpose
by Niels van Adrichem 21 Dec '09

21 Dec '09

Dear all, We've thought of a nice feature in OTRS that we miss thus far. Sometimes you don't want to respond to a customer too fast for different reasons such as a) The customer might get used to be helped within the minute or be number 1 priority. b) The customer might think all jobs won't take up too much time since last time you also fixed it in a matter of minutes. What we would like to do is compose an e-mail answer and have it send (for example) half an hour or a few hours later. Just like the auto-reminder function we would like to set a date and time for the reply to be sent. I could not find any sendmail arguments to schedule the e-mail. If anybody knows anything like it please let me know. I'm thinking of a sort of generic agent being cronned which selects the e-mails not sent yet and to be sent and actually sends them and changes the state to "Sent". We are willing to develop this as a plugin or code donation. We only need some help in starting this up. So, is sendmail the way to schedule the e-mails, or the generic agent? I'd be happy to hear your ideas. Met vriendelijke groet, Niels L.M. van Adrichem ITCall - Your Partner in Telecom and Contact Center Services! [cid:image001.jpg@01CA8231.9C885830] Tel: +31 (0) 10 707 38 98 Mob: +31 (0) 6 234 95 069 Fax: +31 (0) 10 519 08 70 E-mail: NvanAdrichem(a)ITCall.NL<mailto:NvanAdrichem@ITCall.NL> Rodenrijseweg 70 2651 BV BERKEL & RODENRIJS

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Getting Error "error OTRS-CGI-10 No such TicketID "
by Amit Sharma 21 Dec '09

21 Dec '09

Hi In system Logs I am getting the folloing logs: Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:12:16 2009 notice OTRS-CGI-10 Removed SessionID 1066fa88f4a8cfb8f07f7c4b796e218186. Before this such logs were seen at Mon Dec 21 11:28:32 2009 ... and so on. Please tell what is the issue and how it can be solved. regards, amit The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/

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Basic question
by Gerrit Tamboer 21 Dec '09

21 Dec '09

Hello! Probably a very basic question but: How can I deescalate escalated tickets? To make them go back as an open ticket. Thanks in advance. Regards, G.

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calculating time
by Ilya Kornev 21 Dec '09

21 Dec '09

Hello. We need to get the following kind of stats: how much time a ticket spent in state X how much time a ticket spent in state Y. For example: 1) A customer sends a request 2) 1 hour later an agent asks him/her to provide additional info 3) 4 hours after that the customer sends additional info 4) An hour after that the problem is solved , ticket is closed. The report should contain (among other things like ticket #, queue, owner etc.) something like that: State Y (awaiting us) - 2 hours State X (awaiting customer) - 4 hours Is there any possibility to do this? Cheers, Ilya Kornev

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Trouble with displaying more than 4 free text fields
by Stein Erik Berget 21 Dec '09

21 Dec '09

Hi! I have updated the 'http://<server>/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core::TicketFreeText&SysConfigGroup=Ticket' page to be more to my liking. Adding products and product version and other interesting bits of information. I've activated 5 free fields, but I can only see 4 in the search and in the ticket view. I've tried to do what 'http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=302' suggests, but I can't see this in my version of OTRS 2.0.4 (I know it is historic, but it's what I've got now...) Do any of you know what I need to do? -- Stein Erik

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How to customize the queue view?
by Dan Bar Dov 21 Dec '09

21 Dec '09

I'd like the queue view to display also the priority field, and to be able to sort by it. I cannot find the documentation about how to do that. Any help would be appreciated. Dan

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OTRS on FreeBSD?
by Zach Boettner 21 Dec '09

21 Dec '09

Can I run OTRS on FreeBSD 8? I see it under # /usr/ports/devl/ Is there installation instructions anywhere for this port? Thanks, Zach

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(no subject)
by Amit Sharma 21 Dec '09

21 Dec '09

Hi In system Logs I am getting the folloing logs: Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:12:16 2009 notice OTRS-CGI-10 Removed SessionID 1066fa88f4a8cfb8f07f7c4b796e218186. Before this such logs were seen at Mon Dec 21 11:28:32 2009 ... and so on. Please tell what is the issue and how it can be solved. regards, amit The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/

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