August 2010 - otrs - OTRS mailing lists

Help Me please...
by Joseph Thomas 30 Aug '10

30 Aug '10

*Hi All, * * I am not getting any agent notification on new ticket creation. How can I **configure it?*

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Re: [otrs] tickets created on behalf of end user
by Marek Hall 29 Aug '10

29 Aug '10

AH> Marek Hall wrote : >> I'm not quite sure if this is a matter of configuration or is it the >> way that OTRS works. Would someone please help me to understand or fix >> this issue: >> - when an agent created a ticket on behalf of end user (by an option " >> phone ticket") ticket is available only for support teams, but user >> cannot see it when logged to customer interface. AH> Hi Marek, AH> I think this is a configuration issue. You can use the demo system as a AH> reference and to test this : AH> http://www.otrs.com/en/products/help-desk/online-demo/ AH> But I don't know how to fix your problem. Perhaps the ticket state is AH> wrong or you have duplicate customer records. AH> Regards AH> Alexander Thank you very much, Alexander! I've spent some time trying to find any option in configuration which is responsible for this, but with no luck :( Has anyone an idea where could it be? Regards Marek

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how does HighlightAge work ?
by Alexander Halle 29 Aug '10

29 Aug '10

Hi, can someone please explain me how the SysConfig option HighlightAge works ? According to the documentation a queue is only highlighted as long as there is an untouched ticket older than HighlightAge. But what means "untouched" exactly ? No matter what state our tickets have, the queues stay highlighted until we close the tickets. I would have expected that touching means changing the state from new to open or from open to waiting or something like that but not closing. Thanks in advance 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.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de

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Can you stop otrs processing requests with multiple addresses in to, cc, bcc
by Marretta, Rosanna 27 Aug '10

27 Aug '10

Hi, Is there any way to stop OTRS processing requests with multiple addresses in the email please? Many thanks, Rosanna

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accounted time for change conditions
by Leonardo Certuche 27 Aug '10

27 Aug '10

Hello, We're defining conditions for changes and we came across a small doubt: How is accounted time for work orders measured? hours? minutes? When does that time start? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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manish ramteke wants to stay in touch on LinkedIn
by manish ramteke 27 Aug '10

27 Aug '10

LinkedIn ------------ User, I'd like to add you to my professional network on LinkedIn. - manish ramteke manish ramteke Software Engineer at Persistent Systems Nagpur Area, India Confirm that you know manish ramteke https://www.linkedin.com/e/-djuqdm-gdcv9ngg-1g/isd/1607925125/8y3hTWei/ ------ (c) 2010, LinkedIn Corporation

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Help Me please...
by Joseph Thomas 27 Aug '10

27 Aug '10

Dear Team, i have a problem with email configuration.when i run my postmaster mail account, i hav a problem.Here im attaching the print screen of that issue.Pls Help Me...soon

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email configuration?????
by Joseph Thomas 27 Aug '10

27 Aug '10

Dear Team, How do I configure email send and receive on the OTRS system running on a windows server 2008? Help me .....pls give the certain steps that i want to do in otrs.

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viewing e-mail tickets in web-console
by Дмитрий Бехтерев 27 Aug '10

27 Aug '10

Hello! I am new user and I'm starting learn OTRS as a base software for supporting users. So I create one group "Clients" and put to it my new customer user "user". User "user" has "ro" and "rw" rights to this group. Also I create new queue "AAA" and put it to the group "Clients". Also I set up PostMaster mail account and assaign it to my queue. Next I send e-mail from user "user" to OTRS mail. User has registered e-mail in my OTRS. Admin OTRS see the ticket that have been created on user's e-mail. But when user log in to customer web-part OTRS (customer.pl) he doesn't see anything. Is it possible view all e-mail based tickets also in customer web interface? Thanks.

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migración
by DM_Julio Angulo 27 Aug '10

27 Aug '10

Como puedo migrar otrs de la computadoraA la nueva computadoraB, ¿qué archivos debo copiar? How to migrate from computerA to new computerB, what files need copy? Tec. Julio Angulo

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