April 2011 - otrs - OTRS mailing lists

Support for Auto-Address-Complete
by Muhammad El-Sergani 24 Apr '11

24 Apr '11

Hi all, I'd like to know if it's possible tat OTRS adds all email addresses to its DB by default. The reason I'm asking is, not all emails we send to, would belong to customers, and hence, when creating a new ticket, or adding more email addresses to a Reply, OTRS wouldn't auto complete, as this email is not assigned to any pre-configured customer. Thanks and Best Regards, Muhammad El-Sergani.

2 1

Customers with multiple mail addresses
by Muhammad El-Sergani 23 Apr '11

23 Apr '11

Hi all, In our case, we deal with customers, that may email us from one or more email address. i.e.: trouble tickets might be opened from emails abc(a)example.com, def(a)example.com and/or support(a)example.com, Example.com being the customer company. Looking into the system, all three emails will have 3 separate CustomerIDs, and thus, will be dealt with as 3 different customers. Could someone help shed some light please? Best Regards, Muhammad El-Sergani.

4 5

Re: [otrs] Disable "Ticket Lock"
by Hugh Kelley 23 Apr '11

23 Apr '11

You can set ------------------------------ From: Muhammad El-Sergani Sent: Saturday, April 23, 2011 5:02 PM To: otrs(a)otrs.org Subject: [otrs] Disable "Ticket Lock" Dear all, Is there a way to disable the "Ticket Lock" feature? I fear it's of no real use to us, at the moment. Thanks and Best Regards, Muhammad El-Sergani.

2 1

Disable "Ticket Lock"
by Muhammad El-Sergani 23 Apr '11

23 Apr '11

Dear all, Is there a way to disable the "Ticket Lock" feature? I fear it's of no real use to us, at the moment. Thanks and Best Regards, Muhammad El-Sergani.

1 0

Re: [otrs] Insert "Sender: <agent_mailadress>" Mailheader in outgoing mails?
by Patrick Cervicek 23 Apr '11

23 Apr '11

On Wed, 20 Apr 2011, Matas wrote: > Hi, > > You can change the sender's name that appears in e-mail at > Ticket -> Core::Ticket -> Ticket::DefineEmailFrom > by making it Agent Name + FromSeparator (which you can set in next field) + > System Address > > After that, e-mail header looks like this: > From: Agent Name via OTRS System <otrs(a)your-domain.com> This looks good, but unfortunately our Lotus Notes Clients only display the mail adress. > I don't think that you can change the e-mail address for each agent > individually. Also, I don't see "Sender:" header in my messages, how is it > different from "From:"? :) Have a look to the Screenshot http://viewstream.com/blog/index.php/2008/06/outdone-by-gmail-and-outlook/ Patrick

2 1

Why when NTLM succeed on verifying the user, it went to the login page?
by Magicloud Magiclouds 23 Apr '11

23 Apr '11

Hi, I recently started to try OTRS on LAMP. While integrated it with windows AD, I got a problem. Everything seemed fine, NTLM log showed that the user inputed from the popup box was verified. Then, the login page appeared. I think if the user was OK, the it should go to the main page directly. What did I do wrong? My configuration is following: http://wiki.otrs.org/index.php?title=Implementing_Single_Sign_On_on_Linux_w… http://wiki.otrs.org/index.php?title=Using_OTRS_with_Active_Directory_as_a_… -- 竹密岂妨流水过山高哪阻野云飞

1 0

Escalation, and "Notify by"
by Muhammad El-Sergani 22 Apr '11

22 Apr '11

Hello, I was wondering, could someone explain what "Escalation" in a queue actually does? To whom will the ticket be escalated? Also, what's the "Notify by" option? All I can see are percentages. Thanks and Best Regards, Muhammad El-Sergani.

2 4

I am on vacation returning Monday April 25, 2011
by Sri.Ramadurai＠hitachigst.com 22 Apr '11

22 Apr '11

I will be out of the office starting 04/22/2011 and will not return until 04/25/2011. I will be out on vacation returning to work on Monday 04/25. Please contact the SAP Hotline (x8500) on all SAP issues. My Management delegate is Clement Ho (x8530). On all other issues, please contact my Manager, Doug Speidel (x7006).

1 0

Re: [otrs] [OTRS] Error in 'To' field when replying to ticket
by Michael Nikolic 20 Apr '11

20 Apr '11

Thank you. I checked the CheckMXRecord::Nameserver option and had misspelled the name of our DNS server. I reversed a couple letters by mistake. Thank you for pointing me in the right direction. Get the most value for your research dollars. Come to Peryam & Kroll for your next quantitative study or focus group evaluation. P&K was the first and is still the best in providing those product insights you seek. Learn more about the benefits of partnering with us by calling your client service professional today at 1-800-747-5522. __________________________________________________________________________________________ This electronic mail message and attachments contain information which may be (a) LEGALLY PRIVILEGED, CONFIDENTIAL AND PROPRIETARY IN NATURE, OR OTHERWISE PROTECTED BY LAW FROM DISCLOSURE, and is (b) intended only for the use of the Addressee(s) named herein. If you are not the Addressee(s), or the person responsible for delivering this message to the addressee(s), you are hereby notified that reading, copying, or distributing this message is prohibited. If you have received this electronic mail message in error, please contact us immediately (by reply e-mail) to inform us of the error and take the steps necessary to delete the message completely from your computer system and any related data. Thank you.

1 0

: Navigation problem on ITSM Change Template screen
by Stefano Boccanera 20 Apr '11

20 Apr '11

Hi I detected a problem on ITSM Change Template overview form. I'using Otrs 3.07 and ITSM aligned version. I created a Change template (say CA for example) and Workorder template (say WO ...) , the source workorder is also within the Change template. So when I go into the Template Overview screen and select one of this template, I can see the template's attributes but not in a different window (as usual) but in the same window. The side effect is when I click on Cancel / close window link, I can't come back to the previous screen .... further problem I can't delete the templates, basically nothing happen when I click on the wastebasket icon. I tried to identify some parameter in SysConfig related to this flavour but I didn't see any explicit related parameter. I'm working under an account with full privilege ... I'm trying to identify a workaround to avoid opening a bug. best regards -- * Stefano Boccanera*

2 3