September 2009 - otrs - OTRS mailing lists

Re: [otrs] OTRS - not like RT
by Sridhar Kusumba 01 Oct '09

01 Oct '09

Dear Edvard, Thank you for the reply. Yes, the situation is more same except that I don't need to use mailman here. Whenever customer sends mail, I would like the same to be informed to Admin of that queue. This is done though! Then, when admin assigns the ticket to agent, agent gets to know. This is also done. Agent, simply replies to the mail and that reply need to get relayed to the customer. Also, whenever customer sends a reply, the same should be forwarded to Agent. As mentioned by ALEXANDER, one would loose options such as "lock", "FAQ", "Template reply" etc with this option, the number of times one would want to either lock or unlock a ticket is negligible than the number of times the communication happens. So, it is required that the communication happens from mail client and not from web interface. I have OTRS and RT as parallel systems now for evaluation. I need to decide on one of this by next three days. So, Edvard, lets wait and see if anyone else also replies and comes for rescue here. Greetings, Kusumba S Hi. I had exactly the same request from my support guys. In our workflow we where using mailinglist (mailman on linux) as incoming "queue". After implementing OTRS we had a need that every mail that comes to "support" mailing list gets also in OTRS. That was easy, but request was that if someone send a reply on such mail from mailinglist, that that mail also comes to OTRS as a threaded message to first one. So to solve this request we first put all mails in OTRS where they become incidents and got it's ticket number. Then we add those ticket numbers in subject (or anywhere in body but this was convenient) and resend it to mailing list. When someone from mailing list got this mail he just reply on it and since one of recipients is again mailinglist and OTRS that reply ends up in OTRS as threaded ticket. This operation is complicated and I had to do massive mail fields rewriting in at least two places ( OTRS side and mailman side ) together with changing PostMaster.pl script in OTRS. I had a lot of problems until it started to work as it should. This is not exactly that you are looking for but I hope that it will help .. Edvard Pohl On Sun, 2009-09-27 at 09:49 -0700, Sridhar Kusumba wrote: > Dear Alexander, >> >> You are correct, I would like the agents to use the email client to >> correspond with the customer once the ticket is opened / locked. >> Initially when the notification is received by the agent, he will goto >> web interface and "lock" the ticket. Subsequently, he would need to >> reply from his mail client since series of communication would happen >> with the customer and many times the agent will not be accessible to >> web interface. He would simply receive the mail on his mobile and >> reply. However, all such replies must be routed to OTRS first and >> inturn the OTRS should relay it to the customer as if it was sent thru >> support(a)xyz.com and not from the agent's id. >> >> I am not worried about not being able to use the templates or answers >> from FAQ in this scenario. >> >> In RT, once the ticket is assigned to an agent, agent will get a >> notification. Subsequently, his reply to that notification would route >> the mail to RT which inturn will relay the same to the customer. If >> customer again responds to the same, the same will goto RT and gets >> relayed to the agent's id. This way, agent though is communicating >> from his email id, his id is never exposed to the customer and >> customer would always see support(a)xyz.com. >> >> Please reply, >> >> Greetings, >> >> Kusumba S >> >> Alexander Halle wrote: > >> > Sridhar Kusumba wrote: >> >>> > > Fundamentally, I would like the 'agent' to be independent of >>>> > > accessing OTRS through web interface for replying to tickets. >>> >>> > [...] >> >>> > > Now, I would like the 'agent' to just reply the mail he has >>>> > > received and the same should arrive at support(a)xyz.com. Inturn, >>>> > > OTRS should relay the same to the customer. Further when customer >>>> > > sends the reply, OTRS should receive the same and send it to >>>> > > 'agent'. >>> >>> > >>> > Hi, >>> > >>> > if I understand you right the agents shall use their own email >>> > client for answering tickets instead of using the OTRS web >>> > interface ? >>> > >>> > Since I have no experience with RT and have never heard of someone >>> > using OTRS in this way could you explain me the advantage ? :( >>> > >>> > You would loose the ability to use answer templates or to include >>> > FAQ entries. Further the agents would have to use the web interface >>> > in parallel for ticket actions (lock / unlock, wait, change queue), >>> > wouldn't they ? >>> > >>> > Please describe your workflow a bit more for an appropriate answer. >>> > But AFAIK you can't tell OTRS to accept certain mails as internal >>> > agents answers. I think you would have to extend the postmaster >>> > filter for such a feature. >>> > >>> > Regards >>> > >>> > Alexander >>> > >>> > -- >>> > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, >>> > Bergstr. 7 - 9, 42105 Wuppertal, >>> > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 >>> > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. >>> > med. Renate Tewaag >>> > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE >>> > 814559152 >>> > Web: http://www.radprax.de >>> > >>> > >>> > --------------------------------------------------------------------- >>> > 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 >>> > >>> > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> > http://www.otrs.com/en/support/enterprise-subscription/ >>> > . >>> > >> >> >> >> >> >> ______________________________________________________________________ >> Connect more, do more and share more with Yahoo! India Mail. Learn >> more. >> --------------------------------------------------------------------- >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ > -- Edvard Pohl ISM Pop Online Tel: +386 1 5893 371 E-mail: edvard.pohl(a)pop-tv.si _______________________________ PRO PLUS d.o.o. Kranjceva 26, SI - 1521 Ljubljana http://24ur.com --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ Yahoo! India has a new look. Take a sneak peek http://in.yahoo.com/trynew

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putting a watch on a ticket as a customer?
by Sarah Baker 01 Oct '09

01 Oct '09

Is there a way for a customer in the system to put a watch on a ticket that they didn't send in? We're using OTRS for larger scale tracking of problems that one person might enter but that many people want to follow. Without being an agent - how can they do that? - Sarah Baker Dir. of Ops, mSpot Inc. 650-321-7000

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Re: [otrs] Tickets by "agent" on another Queue
by Sridhar Kusumba 30 Sep '09

30 Sep '09

Dear Marshall, I have scanned the whole documentation and did not find anything similar to what you say. Could you please point me to the exact location / link ? Greetings, Kusumba S There is an switch which allows a customer/agent connection. There may be something similar for your purposes... or the same may work. It's been a while since it was raised on the list... you have to look back a way to research details from the list. On Tue, Sep 29, 2009 at 7:05 PM, Sridhar Kusumba <kusumbas(a)yahoo.com> >> wrote: >> >>Dear All, >> >>By now, I have implemented OTRS by over 80% in >> replacement of existing RT system. This is my third question to the >> list: >> >>Is there a way where Agent "A" can raise a ticket on "Q1" ("A" >> could be a member or not of Group "Q1" managing Queue "Q1)) from within the >> OTRS agent interface and monitor the same from OTRS agent interface >> itself. >> >>It so happens many times that a user within the company may >> need to raise ticket on other department, say "computer helpdesk", and >> monitor the same... ofcourse, in the current system, one needs to monitor >> his ticket from "customer" interface. Instead if the agent (employee) is >> able to view / monitor the same from his own (being agent) interface, I >> think that will be wonderful and OTRS will stand one more step ahead of any >> other Ticket tracking system. >> >>Please help me in achieving this if >> there is a way already. >> >>Greetings, >> >>Kusumba >> S ________________________________ --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ From cricket scores to your friends. Try the Yahoo! India Homepage! http://in.yahoo.com/trynew

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Re: [otrs] Tickets by "agent" on another Queue
by Sridhar Kusumba 30 Sep '09

30 Sep '09

Friends, Can anyone recommend any other option? Greetings, Kusumba S Hi, You have to give at least create permission to user A on group Q1 and then you could enable watch feature. Subscribing to a ticket (the newly created one) you can monitor its status there. HTH MV On Tue, Sep 29, 2009 at 7:05 PM, Sridhar Kusumba <kusumbas(a)yahoo.com> wrote: > >Dear All, > >By now, I have implemented OTRS by over 80% in replacement of existing RT system. This is my third question to the list: > >Is there a way where Agent "A" can raise a ticket on "Q1" ("A" >could be a member or not of Group "Q1" managing Queue "Q1)) from within >the OTRS agent interface and monitor the same from OTRS agent interface >itself. > >It so happens many times that a user within the company may need to >raise ticket on other department, say "computer helpdesk", and monitor >the same... ofcourse, in the current system, one needs to monitor his >ticket from "customer" interface. Instead if the agent (employee) is >able to view / monitor the same from his own (being agent) interface, I >think that will be wonderful and OTRS will stand one more step ahead of >any other Ticket tracking system. > >Please help me in achieving this if there is a way already. > >Greetings, > >Kusumba S > > >________________________________ Keep up with people you care about with Yahoo! India Mail. Learn how. >> >--------------------------------------------------------------------- >>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 > >>NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >http://www.otrs.com/en/support/enterprise-subscription/ > ________________________________ --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ Yahoo! India has a new look. Take a sneak peek http://in.yahoo.com/trynew

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OTRS & Email Settings
by Steve Anness 29 Sep '09

29 Sep '09

Good morning, first off let me thank you guys in advance, OTRS is a great system and so far it has done wonders for this three man IT Department supporting over 100 users world wide for a non-profit organization. As our organization grows and our needs become more complex the need for automation continues to rise. So there are three things I would like guidance on doing. Any good step-by-step documentation to assist with these three things (assuming they are possible) would be great. 1) Checking for emails automatically, I can go under the mail setting and click "run" and it downloads my support emails. I need to automate this process but can't seem to figure it out. 2) Sending out an auto-response. I can't seem to get it to work to where when I create a ticket it sends an auto-response email letting the person who submitted the ticket know that a ticket was created. 3) The Escalation process -- if a ticket is created via email, can I have it initially send notification to three people and then if there isn't a response have it send an escalation email to supervisors? Thank you again for your advice and guidance. Best Wishes, Steve Anness

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Tickets by "agent" on another Queue
by Sridhar Kusumba 29 Sep '09

29 Sep '09

Dear All, By now, I have implemented OTRS by over 80% in replacement of existing RT system. This is my third question to the list: Is there a way where Agent "A" can raise a ticket on "Q1" ("A" could be a member or not of Group "Q1" managing Queue "Q1)) from within the OTRS agent interface and monitor the same from OTRS agent interface itself. It so happens many times that a user within the company may need to raise ticket on other department, say "computer helpdesk", and monitor the same... ofcourse, in the current system, one needs to monitor his ticket from "customer" interface. Instead if the agent (employee) is able to view / monitor the same from his own (being agent) interface, I think that will be wonderful and OTRS will stand one more step ahead of any other Ticket tracking system. Please help me in achieving this if there is a way already. Greetings, Kusumba S Try the new Yahoo! India Homepage. Click here. http://in.yahoo.com/trynew

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Quick php script to create status page for management
by Swen Wulf 29 Sep '09

29 Sep '09

Hello, I have to provide a status email that lists all open and closed tickets for the last shift as well as an overview what is in the queues. I wrote a php script that gets this information out of the database a while ago and shared it here on this list already. I just realized that a table name was renamed in later version, so the script wasn't working. I corrected this now and you can download it from this website: http://www.theworldsend.net if you need something similar. Thanks. - Swen

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Add all Customer Users to groups
by Isaac Weissenberger 29 Sep '09

29 Sep '09

Hello, I have my backend setup to use LDAP. I want all of my customers to be added to certain groups so they have RW access to the proper queues (aka they can see the proper queues in their "New Ticket" screen). Is there a way to do this? Currently its setup that all customers get put into a group called "ACE Employees". I want them to have RW access to both the "IT_Group" and "IS_Group". I imagine there is a config file I can modify to do this right? Thanks so much! Isaac Weissenberger Network Operations Specialist Ace Communications Group 507.896.6236 phone 507.429.9367 cellular iweissenberger(a)acecomgroup.com<mailto:iweissenberger@acecomgroup.com> www.acegroup.cc<http://www.acegroup.cc>

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questions about DashboardBackend
by Gustavo Azambuja 29 Sep '09

29 Sep '09

Hi, where I can find all valid "Attributes"? In OTRS, I can find this: StateType, TicketPendingTimeOlderMinutes but where I can find all valid keys and values? (StateName?? TicketNumber??...) -- Gustavo Azambuja - Linux User: 275813 http://www.twitter.com/gazambuja

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Deleting tickets
by Jens Müller 29 Sep '09

29 Sep '09

Hello, I wonder how tickets can be completely deleted form the system. I found no such link in the ticket details. Thanks

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