September 2009 - otrs - OTRS mailing lists

multilanguage support
by Kovacs Krisztian 10 Sep '09

10 Sep '09

Hi! I'm looking for an easy way to create multilanguage (auto)responses, signatures, Salutations, etc ... Is it possible easily? Thanks Chros

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Re: [otrs] Bulk Customer Email
by Kovacs Krisztian 10 Sep '09

10 Sep '09

On the "Ticket Bulk Action" page, there's a "Note type:" parameter which has a "note-external" value ... (At least in otrs-2.4.4-win-installer-2.0.4.exe, which I am experimenting with :) ) Hoping you have meant this feature ... Greets Krisz > Hi > > I was wondering if there is a way of sending a bulk email to > specifically selected tickets? We are planning create a new queue that > is a beta request for software. However there will be people we do not > wish to participate so we will select them and send a bulk email telling > them that the have been unsuccessful. The present bulk action option > would be great as we could tick the ones we don't want and send a > note....however there is no option to send externally.....is this the > case or am I missing something? Most of these people will not be logged > as customers in the database. > > Cheers > > Jason

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organizing the system for a customer gate frontend
by Kovacs Krisztian 10 Sep '09

10 Sep '09

Hi, dear list members! I'm new to this list (and to the OTRS system :) ). I'm a beginner programmer at a company, and my first job to set up an OTRS with a front-end, like this (sorry, it's in hungarian, but it's not a problem): http://ugyfelkapu.hotdog.hu/ At the beginning, OTRS must handle users only from 1 domain (eg. foo.hu) (later from more domain): So as we see on the mentioned URL, there are predefined: - categories (1. textbox) (eg: registration, login, ...) - subcategories (2. textbox) - under registration: eg: can't login, want to delete myself, ... - under login: password, email address, ... - and sub-subcategories :) The tickets (aprrox. 100-200 email/day) will be handled by only 1 or two agents. How should I set up the OTRS to include all categories in it? How many email address should I use? How many queues should I use? As much as categories (and subs and subs-subs) are ???? The original idea of mine was that the frontend will pull these categories from the database of the OTRS ... :) But it seems too many queues ... Thanks for your answers and your time ! Greets Krisztian

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Automatically update Config Item Incident State
by Arthur de Pauw 10 Sep '09

10 Sep '09

Hello list! We're running OTRS with ITSM which works fine so far. We've added Config Items, which each have an Current Incident State. I'm interested in setting this state by using the SystemMonitoring package. Currently, the SystemMonitoring package already receives and processes mails from our monitoring system. It creates tickets already, but I haven't been able to find a way to set the Incident State of a CI. I thought about posting it to the ITSM mailing list as well, but I think in the end it's probably more of a thing for the GenericAgent or the SystemMonitoring package then that it is for the ITSM module. Thanks in advance, Arthur

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Spanish comunity for OTRS
by Gustavo Azambuja 10 Sep '09

10 Sep '09

In my blog, many Spanish users has commented or asking for help. So, I create one forum to help this people and help OTRS project. If you speak Spanish, and can help, please, post some thing in forum to create a knowledge base. Send this to any user of OTRS in Spanish. OTRS Spanish Comunity - http://soporte-es.co.cc -- Gustavo Azambuja - Linux User: 275813 http://www.twitter.com/gazambuja

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PostMaster Filter
by Gustavo Montes 09 Sep '09

09 Sep '09

Hello, I'm trying to setup a PostMaster Filter but somehow the filter is not working. This is what I'm trying to achieve: - Change the Article Type from "email-external" which is the default to "email-internal" depending on who is sending/receiving the email. This is the way I setup the filter: ---------------------------------------------------------------- Stop after match: No MATCH Header 1 --> To Value --> EMAILADDRESS:email@company.com <EMAILADDRESS%3Aemail(a)company.com> SET Header 1 --> X-OTRS-Article Type Value --> email-internal ---------------------------------------------------------------- The email is always logged as "external-email" regardless of the filter I setup. Do you have any idea and why would a filter not work? Or should I do anything in the configuration enable filters? Thanks, Gustavo

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OTRS Training.
by Shawn Beasley 09 Sep '09

09 Sep '09

Dear List (in case not known), In order to help answer some of the daily questions that are found in the lists. I have taken it upon myself to do some demonstrations of everyday tasks. These are free to watch, download, and criticizes ;) Please have fun watching. http://www.youtube.com/user/diginin1974 -- Shawn Beasley shawn(a)otrs.org Computers make work that one would not have without them go faster!

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how to see all open tickets assigned to me?
by Alan McKay 09 Sep '09

09 Sep '09

OK, we are in production - and oddly enough I never looked into this before. It is not obvious to me (or anyone else) how to see all open tickets assigned to me! That should be in the dashboard, no? How can I add it there? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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WYSIWYG broken in Safari
by Lars Jørgensen 09 Sep '09

09 Sep '09

Hi, Sorry for dropping out of the group for so long, but things got hectic at the office. I'm currently testing out 2.4.4 and while it is a tremendous improvement in many areas, I have one glitch holding me back from upgrading our production environment. When you reply to a ticket using the new WYSIWYG editor in Safari (on Mac, haven't tested it on Windows), all quoted text is lost. You can see it in the editor, but it is not included in the mail that is actually sent out. Is this a known bug? -- Lars

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A bit problem in the implementation
by Carlos Navarro 09 Sep '09

09 Sep '09

Hello People, We are using OTRS but we have some problems: Our company has people working in three countries. First of all that means we have three timezones, three different set of holidays and theree different bussiness hours. We need the system to reflect this situation, how do we do this if it's possible? Thanks in advance Carlos Navarro

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