May 2009 - otrs - OTRS mailing lists

marking tickets for bulk action
by Marius Schrecker 22 May '09

22 May '09

Hello again, When I list tickets from the search function, I would like to be able to perform bulk actions on some of them (for example move to a particular queue), but I can't see anywhere where I can select them, which bulk action requires. Is this something that needs to be turned on in SysConfig? Cheers! Marius

2 2

Public FAQs in the customer interface but not the public interface
by Rodney McDuff 22 May '09

22 May '09

I have a whole bunch of hierachical FAQs that are visible in the customer interface; all of which are set to state public. In the public interface I see nought but a ">> FAQ" link on the left hand side and links to various articles in the right hand side. What am I doing wrong. OTRS 2.3.4, OTRS::ITSM 1.2.3, FAQ 1.5.4. * * -- Dr. Rodney G. McDuff |Ex ignorantia ad sapientiam Manager, Strategic Technologies Group| Ex luce ad tenebras Information Technology Services | The University of Queensland | EMAIL: mcduff(a)its.uq.edu.au | TELEPHONE: +61 7 3365 8220 |

2 2

Is it possible to make reports automaticaly?
by Nikolay Yatsyshyn 22 May '09

22 May '09

Hi all! I use OTRS for a half year. This is nice system, but I need one feature and can't find it. I need to make daily/weekly/monthly reports and send it by e-mail. I create my own script which maked querries to mysql and generate reports directly from database, but can I get this function via OTRS(something like GenericAgent functions for tickets)?

2 1

changing ScriptAlias does not reflect URL
by vaishali dolas 22 May '09

22 May '09

i had made change to /etc/httpd/conf.d/otrs.conf to redirect it to other name instead of otrs. Also i tried to change it from Framework::Core::ScriptAlias But changing this name also not usefull. Please any kind of help is appreciated... Thanks, Vaishali.

1 0

Troubleshooting Postmaster Filters
by tawanda＠broad-sat.com 22 May '09

22 May '09

Hi, I have setup mail filters in OTRS to automatically place certain emails in appropriate queues using the X-OTRS-Queue header. This was working fine, but has all of sudden stopped working. Is there a way I can troubleshoot the filtering process to determine why OTRS is not putting mails in the queues I have configured. All I have is output from syslog showing which queue was allocated but I cant determine why. Regards, Tawanda

1 0

why ticket's body or note is mandatory?
by Afshar Mohebbi 22 May '09

22 May '09

Hi all, Why I can not leave ticket notes empty? Can I switch off this option? This is also applicable on ticket's body. Regards, Afshar Mohebbi

4 8

TTT-001
by aman 22 May '09

22 May '09

hi, gfy adv dfhuvadnfvd vdifuvhefd -- regards: Amanpreet Singh

2 1

Re: [otrs] send notification to customer about closed ticket.???
by aman 22 May '09

22 May '09

hi marshall, under the QUEUE==RESPONSES, i think we can add the responses to the queue. what about the notification to customer, when a ticket was closed by agent & the notification should be the note written when the agent is going to close the ticket, i think it is in the Notification in ADMIN module, but i don't know how to configure it. -aman On Fri, May 22, 2009 at 4:32 AM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. send notification to customer about closed ticket. (aman) > 2. Migrating to 2.3.4 (Rabindra Pandey) > 3. Re: configuring POP3 mail account to otrs(mysql). (ravi shanker) > 4. Re: Mass import users (Michiel Beijen) > 5. Re: send notification to customer about closed ticket. > (L Marshall) > 6. Re: Migrating to 2.3.4 (Maurice James) > 7. Re: Mass import users (Maurice James) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 21 May 2009 19:27:31 +0530 > From: aman <goforaman(a)gmail.com> > Subject: [otrs] send notification to customer about closed ticket. > To: otrs(a)otrs.org > Message-ID: > <b10fa92b0905210657tf7fa1amb9dc08249efec66a(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > hi, > > i am new to otrs, using otrs 2.3.4 on a CentOS 5.2 machine > > Is there an option somewhere in OTRS that sends out an e-mail > (i.e. from the the notification master) to customer that informs the > customer that his/her ticket has been closed with the note we have wrote > when the ticket was closed. > > Thanks! > > -- > regards: > Amanpreet Singh >

1 0

Mass import users
by Maurice James 21 May '09

21 May '09

Does anyone have a script to mass import users as customers into OTRS 2.3.4? Perhaps from an Active Directory dumped into a CVS file?

2 2

Re: [otrs] send notification to customer about closed ticket.
by L Marshall 21 May '09

21 May '09

aman wrote on 5/21/09 10:27 >Is there an option >somewhere in OTRS that >sends out an e-mail >(i.e. from the the notification >master) to customer that >informs the >customer that his/her ticket >has been closed with the note >we have wrote >when the ticket was closed. Yes OTRS will do this. I ?think? it is configured under QUEUE <--> RESPONSES under the admin/configuration section of OTRS.

1 0