October 2010 - otrs - OTRS mailing lists

OTRS + CRM Implementation
by Chris Watt 26 May '25

26 May '25

I have been googling this for hours and it seems to have been mentioned on here but no one has ever given anything. What I want to do is link OTRS with a CRM program like SugarCRM (or similar). Has anyone done this before/know how to do it? Basically I want the tickets to be copied into SugarCRM automatically, with all approriate fields, and customers to be stored in the same location. I read somewhere that one guy had done it but he provided no further info. Cany anyone help? Cheers ~Chris

3 2

Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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Diff between PendingDate and Due date?
by Pradumna Maheshwari 02 Feb '12

02 Feb '12

Hello, Can you tell me, what is difference between 'PendingDate' and 'Due date'? Under what situation, should each one be used ? thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Re: [otrs] Source for Iphone Application
by Martin Edenhofer 07 Sep '11

07 Sep '11

Hi Erling, I want to offer you support for the server site (do you have docu what you want to have?). I see, there are more people interested. Should we start a public project group?Who wants to join? -Martin (OTRS.org founder) On Aug 12, 2010, at 10:21, "Erling Lothe" <el(a)adell.no> wrote: > Hey again, > > I have been working on an Android app the last two weeks. Currently it > just reads tickets, you have the possibility to assign tickets and add > them to your phones calendar. > The problem is that most of the time I struggle on the server side > to get > data in and out of otrs. On the server side I have some PHP > returning JSON > to the phone. > > Therefor if I could get some documentation on how the JSON requests > to and > from the iphone-handler is it would really make my work easier. > Since I already use JSON queries it would be easy to rewrite the few > lines > of code to use the iphone-handler instead. > > Vennlig hilsen - Best regards - Saludos Cordiales > > Erling Lothe > IT Consultant > Adell Group AS > > Phone: +47 52003565 / +47 91831658 > Email: el(a)adell.no > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of > Jos Vos > Sent: 11. august 2010 17:04 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Source for Iphone Application > > Hi, > > On Wed, Aug 11, 2010 at 04:27:03PM +0200, Michiel Beijen wrote: > >> The iPhone app is not written in Perl, as that is not supported on >> the >> iPhone. The iPhone app sends JSON queries to the OTRS iPhone handle, >> which is server-side, and is written in Perl just as the rest of the >> OTRS platform. >> >> I'm not involved with the iPhone app, but I do know there is a reason >> that the iPhone source code is NOT AGPL licensed, and not publicly >> available. All our source code is AGPL licensed, and available, >> including the iPhone handle that should be installed server-side, >> except for the iPhone app. I'll see if I can get more explanation for >> you. > > What are the plans for an Android version? > > Android or (or otherwise will be soon) more popular in the "open > community" than the closed iPhone. > > Thanks, > > -- > -- Jos Vos <jos(a)xos.nl> > -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 > -- Amsterdam, The Netherlands | Fax: +31 20 6948204 > --------------------------------------------------------------------- > 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

4 3

Google-Maps-Customer-Map plugin ?
by Laurent Minost 22 Mar '11

22 Mar '11

Hi OTRS Users, By checking http://otrs.org/2.4/features/ webpage, we have a good screenshot of this plugin and an announce that states it will come "soon" ? OTRS 2.4 is now more than one year old but no Google Maps plugin yet :) Does anyone know if it is planned to be released someday please ? Or maybe it is available as a development/beta package somewhere ? Thanks. Best regards, Laurent

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iPhone App - Ticket Search?
by Hugh Kelley 25 Jan '11

25 Jan '11

Is there a ticket search option for the app? I can't see how to find tickets for a given user or subject. Hugh

4 3

SMTPS and Google Apps (smtp.gmail.com)
by Kenneth Thorman 07 Jan '11

07 Jan '11

Hi everyone I have spent a long time testing the different suggestions here but nothing seems to work. I would like to send outgoing emails from OTRS through Google Apps. More specifically Config Options: Framework -> Core::Sendmail SendmailModule: SMTPS SendmailModule::Host: smtp.gmail.com SendmailModule::Port: 465 SendmailModule::AuthUser: XXXXXX(a)XXXXX.com (a valid username) SendmailModule::AuthPassword: XXXXXXXXXXXX (corresponding password to username above) I have added debugging in the SMTPS.pm file # debug $Self->{Debug} = 1000; # ****************** Added line $Self->{Debug} = $Param{Debug} || 0; if ( $Self->{Debug} > 2 ) { # shown on STDERR $Self->{SMTPDebug} = 1; } as well as additional debug information at # return if no connect was possible if ( !$SMTP ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Can't connect to $Self->{MailHost}: $!! Self->{FQDN} = $Self->{FQDN}Self->{SMTPPort} = $Self->{SMTPPort}Self->{SMTPTimeout} = $Self->{SMTPTimeout}Self->{MailHost} = $Self->{MailHost}Self->{User} = $Self->{User}Self->{Password} = $Self->{Password}", ); return; # ***************************** Added some more information here to see what is going on } Trying to connect on the command line is working fine root@XXXXXXXXXXXXX /vol/otrs/Kernel/System/Email #telnet smtp.gmail.com 465 Trying 216.239.59.109... Connected to smtp.gmail.com (216.239.59.109). Escape character is '^]'. Just for info retrieving emails on the same account works fine Checking modules root@XXXXXXXXXXXXXX /vol/otrs/bin #./otrs.checkModules o CGI............................ok (v3.49) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.52) o DBD::mysql.....................ok (v3.0007) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.033) o Encode::HanExtra...............ok (v0.23) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.66) o Net::POP3......................ok (v2.29) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.01) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............ok (v1.01) o Net::LDAP......................ok (v0.33) o GD.............................ok (v2.35) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v2.024) o SOAP::Lite.....................ok (v0.710.07) o XML::Parser....................ok (v2.36) SELinux is disabled root@XXXXXXXXXXXX /vol/otrs/bin #getenforce Disabled The error that is showed when trying to send a reply email is Error: Can't connect to smtp.gmail.com: ! Self->{FQDN} = XXXXX[..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Apr 12 10:18:21 2010 Message: Can't connect to smtp.gmail.com: ! Self->{FQDN} =XXXXXXXXSelf->{SMTPPort} = 465Self->{SMTPTimeout} = 30Self->{MailHost} = smtp.gmail.comSelf->{User} = XXXXXXXSelf->{Password} =XXXXXXX Traceback (24125): Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 101 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::System::Ticket::Article::ArticleSend (v1.232.2.1) Line: 2027 Module: Kernel::Modules::AgentTicketCompose::Run (v1.81.2.4) Line: 424 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::vol_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 203 Module: ModPerl::RegistryCooker::run (v1.88) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 (servername, usernam and passwords have been replaced by XXXXXXXX in the entire email above) All suggestions in the following links have been tried: http://osdir.com/ml/otrs.user/2004-05/msg00089.html http://lists.otrs.org/pipermail/otrs/2009-November/029454.html http://lists.otrs.org/pipermail/otrs/2009-December/029909.html http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=363 I am pretty much stumped at this. I must be missing something very obvious? Thank you in advance Regards Kenneth Thorman

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Re: [otrs] hide agent email address from customer view
by "LQ Marshall" 03 Dec '10

03 Dec '10

On Sep 14, 2010 3:36 AM, Daniel Maher <dma+otrs(a)witbe.net> wrote: On 09/02/2010 02:37 PM, Daniel Maher wrote: >>  I am curious to know if there is a way to hide the agent email addresses > > from the customer's viewpoint (i.e. customer.pl) ? In particular i am > > referring to the note tree when a customer zooms in on their ticket, but > > generally speaking, since all customer interaction occurs via the web > > interface, i'd rather they never know the email addresses of my agents - > > period. > > > > I do not want to remove or disable email functionality (as we use it for > > notifications and such internally), nor the requirement for the field > > itself within OTRS ; i simply want to make sure that customers can't see > > the email addresses of the agents that are handling their tickets. > I don't suppose anybody has any > ideas on how to go about hiding > email addresses from the > customers in customer.pl ? >  > Thank you. Don't know what you are talking about? Don't have any point where a customer can view an agents email address.  Only thing available in the basic setup is the queue email address. Where have you configured the agents email causing them to be displayed? L. Marshall -- Sent from Havelock, NC

3 5

installer.pl is giving an error in Log.pm line 230
by Free BSD 12 Nov '10

12 Nov '10

Dear List Members I had been trying to install otrs in my FreeBSD jail. I have followed all possible instructions, with no success. I have used the ports tree, also tried to download manually and set up. checked all possible perl modules, tried both installation from the ports and manual installation from CPAN. I even tried with different versions of perl, as suggested by some website. So far I have re-created the Jail at least four times -- and the same problem persists. Would appreciate if someone could please help. Thanks ---------------------------- when I go to the installer.pl URL, the message is Software error: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. For help, please send mail to the webmaster (freebsd@localhost), giving this error message and the time and date of the error. the apache log tells me [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmctl at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 253. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] ERROR: OTRS-Installer-10 Perl: 5.12.2 OS: freebsd Time: Fri Oct 29 09:18:29 2010 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Message: Can't remove shm for log: Function not implemented [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Traceback (8509): [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::CleanUp (v1.62) Line: 254 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::new (v1.62) Line: 105 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: /home/jail/r/usr-local/otrs/bin/cgi-bin/installer.pl (v1.31) Line: 53 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmread at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. list of the installed packages are apache-2.2.16_1 Version 2.2.x of Apache web server with prefork MPM. apr-ipv6-devrandom-gdbm-db42-ldap24-mysql55-1.4.2.1.3.10 Apache Portability Library arc-5.21o_1 Create & extract files from DOS .ARC files arj-3.10.22_4 Open-source ARJ aspell-0.60.6_3 Spelling checker with better suggestion logic than ispell autoconf-2.67 Automatically configure source code on many Un*x platforms autoconf-wrapper-20071109 Wrapper script for GNU autoconf automake-1.11.1 GNU Standards-compliant Makefile generator (1.11) automake-wrapper-20071109 Wrapper script for GNU automake bsdpan-Authen-SASL-2.15 Unknown perl module bsdpan-Bit-Vector-7.1 Unknown perl module bsdpan-Carp-Clan-6.04 Unknown perl module bsdpan-Class-Inspector-1.24 Class::Inspector - Get information about a class and its st bsdpan-Compress-Raw-Bzip2-2.031 Compress::Raw::Bzip2 - Low-Level Interface to bzip2 compres bsdpan-Compress-Raw-Zlib-2.030 Compress::Raw::Zlib - Low-Level Interface to zlib compressi bsdpan-Convert-ASN1-0.22 Unknown perl module bsdpan-DBD-mysql-4.017 DBD::mysql - MySQL driver for the Perl5 Database Interface bsdpan-DBI-1.615 DBI - Database independent interface for Perl bsdpan-Date-Pcalc-6.1 Unknown perl module bsdpan-Digest-HMAC-1.02 Digest::HMAC - Keyed-Hashing for Message Authentication bsdpan-Digest-MD5-2.51 Digest::MD5 - Perl interface to the MD5 Algorithm bsdpan-Digest-SHA1-2.13 Digest::SHA1 - Perl interface to the SHA-1 algorithm bsdpan-GDGraph-1.44 GD::Graph - Graph Plotting Module for Perl 5 bsdpan-GDTextUtil-0.86 GD::Text - Text utilities for use with GD bsdpan-IO-Compress-2.030 IO::Compress::Base - Base Class for IO::Compress modules bsdpan-MD5-2.03 MD5 - Perl interface to the MD5 Message-Digest Algorithm bsdpan-MIME-Base64-3.09 MIME::Base64 - Encoding and decoding of base64 strings bsdpan-MIME-tools-5.428 MIME::Body - the body of a MIME message bsdpan-MailTools-2.07 Unknown perl module bsdpan-Net-IP-1.25 Net::IP - Perl extension for manipulating IPv4/IPv6 address bsdpan-Task-Weaken-1.03 Task::Weaken - Ensure that a platform has weaken support bsdpan-libwww-perl-5.837 LWP - The World-Wide Web library for Perl bsdpan-perl-ldap-0.4001 Unknown perl module ca_root_nss-3.12.6 The root certificate bundle from the Mozilla Project clamav-0.96.3_2 Command line virus scanner written entirely in C curl-7.21.1 Non-interactive tool to get files from FTP, GOPHER, HTTP(S) cyrus-sasl-2.1.23 RFC 2222 SASL (Simple Authentication and Security Layer) cyrus-sasl-saslauthd-2.1.23 SASL authentication server for cyrus-sasl2 db41-4.1.25_4 The Berkeley DB package, revision 4.1 db42-4.2.52_5 The Berkeley DB package, revision 4.2 exim-mysql-4.72 High performance MTA for Unix systems on the Internet expat-2.0.1_1 XML 1.0 parser written in C fontconfig-2.8.0,1 An XML-based font configuration API for X Windows freetype2-2.4.2 A free and portable TrueType font rendering engine gd-2.0.35_7,1 A graphics library for fast creation of images gdbm-1.8.3_3 The GNU database manager gettext-0.18.1.1 GNU gettext package gmake-3.81_4 GNU version of 'make' utility gnupg-2.0.16_2 The GNU Privacy Guard help2man-1.38.2_1 Automatically generating simple manual pages from program o jpeg-8_3 IJG's jpeg compression utilities lha-1.14i_6 Archive files using LZSS and Huffman compression (.lzh file libassuan-2.0.0 IPC library used by GnuPG and gpgme libcheck-0.9.8 A unit test framework for C libgcrypt-1.4.6 General purpose crypto library based on code used in GnuPG libgpg-error-1.8 Common error values for all GnuPG components libiconv-1.13.1_1 A character set conversion library libksba-1.0.8 KSBA is an X.509 Library libltdl-2.2.10 System independent dlopen wrapper libspf2-1.2.9_1 Sender Rewriting Scheme 2 C Implementation libtool-2.2.10 Generic shared library support script m4-1.4.15,1 GNU m4 mysql-client-5.5.6_1 Multithreaded SQL database (client) mysql-server-5.5.6_1 Multithreaded SQL database (server) openldap-sasl-client-2.4.23 Open source LDAP client implementation with SASL2 support otrs-2.4.7_3 Open Ticket Request System p5-Algorithm-Diff-1.1902 Perl interface to compute differences between two objects p5-Convert-BinHex-1.119 Perl module to extract data from Macintosh BinHex files p5-Crypt-OpenSSL-Bignum-0.04 OpenSSL's multiprecision integer arithmetic p5-Crypt-OpenSSL-RSA-0.26 Perl5 module to RSA encode and decode strings using OpenSSL p5-Crypt-OpenSSL-Random-0.04 Perl5 interface to the OpenSSL pseudo-random number generat p5-Crypt-PasswdMD5-1.3_1 Perl module that provides interoperable MD5-based crypt() f p5-Encode-Detect-1.01 An Encode::Encoding subclass that detects the encoding of d p5-Error-0.17016 Perl module to provide Error/exception support for perl: Er p5-ExtUtils-CBuilder-0.2703,1 Compile and link C code for Perl modules p5-ExtUtils-Install-1.54 Perl extension to install files from here to there p5-ExtUtils-ParseXS-2.22.03 Converts Perl XS code into C code p5-GD-2.45 A perl5 interface to Gd Graphics Library version2 p5-HTML-Parser-3.68 Perl5 module for parsing HTML documents p5-HTML-Tagset-3.20 Some useful data table in parsing HTML p5-IO-Socket-INET6-2.65 Perl module with object interface to AF_INET6 domain socket p5-IO-Socket-SSL-1.33 Perl5 interface to SSL sockets p5-IO-stringy-2.110 Perl5 module for using IO handles with non-file objects p5-MIME-Tools-5.428,2 A set of perl5 modules for MIME p5-Mail-DKIM-0.38 Perl5 module to process and/or create DKIM email p5-Mail-POP3Client-2.18 Perl5 module to talk to a POP3 (RFC1939) server p5-Mail-SPF-2.007 Reference implementation of the RFC 4408 SPF protocol p5-Mail-SpamAssassin-3.3.1_2 A highly efficient mail filter for identifying spam p5-Mail-Tools-2.07 Perl5 modules for dealing with Internet e-mail messages p5-Module-Build-0.3607_1 Build and install Perl modules p5-Net-DNS-0.66_1 Perl5 interface to the DNS resolver, and dynamic updates p5-Net-DNS-Resolver-Programmable-0.003 Programmable DNS resolver for off-line testing p5-Net-IMAP-Simple-1.2017_1 Perl extension for simple IMAP account handling p5-Net-SMTP-SSL-1.01_1 An SMTP client supporting SSL p5-Net-SSLeay-1.36 Perl5 interface to SSL p5-NetAddr-IP-4.02.8 Perl module for working with IP addresses and blocks thereo p5-PDF-API2-0.73_1 'The Next Generation' of Text::PDF::API p5-Parse-RecDescent-1.965.001 A recursive descent parsing framework for Perl p5-Socket6-0.23 IPv6 related part of the C socket.h defines and structure m p5-Test-Harness-3.22 Run perl standard test scripts with statistics p5-Text-CSV-1.19 Composition and decomposition of comma-separated values p5-Text-Diff-1.37 Text::Diff - Perform diffs on files and record sets p5-TimeDate-1.20,1 Perl5 module containing a better/faster date parser for abs p5-URI-1.56 Perl5 interface to Uniform Resource Identifier (URI) refere p5-XML-FeedPP-0.41 Get an RSS file and parse it p5-XML-Parser-2.40 Perl extension interface to James Clark's XML parser, expat p5-XML-TreePP-0.39 Pure Perl implementation for parsing/writing xml files p5-YAML-Tiny-1.44 Read/Write YAML files with as little code as possible p5-gettext-1.05_3 Message handling functions p5-version-0.82 Perl extension for Version Objects pcre-8.10 Perl Compatible Regular Expressions library perl-threaded-5.12.2_2 Practical Extraction and Report Language pkg-config-0.25_1 A utility to retrieve information about installed libraries png-1.4.3 Library for manipulating PNG images portupgrade-2.4.6_4,2 FreeBSD ports/packages administration and management tool s pth-2.0.7 GNU Portable Threads python26-2.6.6 An interpreted object-oriented programming language razor-agents-2.84 A distributed, collaborative, spam detection and filtering re2c-0.13.5 Compile regular expression to C (much faster final code tha ruby-1.8.7.248_5,1 An object-oriented interpreted scripting language ruby18-bdb-0.6.5_1 Ruby interface to Sleepycat's Berkeley DB revision 2 or lat screen-4.0.3_8 A multi-screen window manager unzoo-4.4_2 A zoo archive extractor wget-1.12_2 Retrieve files from the Net via HTTP(S) and FTP ------------------------------------------------- This message sent via VFEmail.net http://www.vfemail.net $14.95 Lifetime accounts - 1GB disk, No bandwidth quotas!

2 5

webticket queue dispatch
by GARDAIS Ionel 08 Nov '10

08 Nov '10

Hi, How to dispatch new webticket to different queues, based on the customer ? The default queue is Postmaster but Postmaster filters are not applied to webtickets created inside the Postmaster queue. I though of using a GenericAgent task but there are no "Incoming customer" criteria to make the dispatch. What is the correct way of doing this ? Thanks, Ionel

4 3