October 2012 - otrs - OTRS mailing lists

List pending tickets in queueview
by Jan.Dreyer＠bertelsmann.de 10 Oct '12

10 Oct '12

Hi. Is it somehow possible to get the number of pending tickets included in the list of queues on top of queueview? Example: We have a queue with no open tickets, but only tickets with states closed or pending. This queue will not be shown in the list of queues, regardless of the chosen "All tickets" option below. We want to have this queue listed. Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS

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Multi-level tickets classification?
by Olivier Macchioni 09 Oct '12

09 Oct '12

Hello, I need to classify my tickets based on a multi-level tree - I actually have 3 levels, for instance: Customer / Shipment / Not delivered Customer / Shipment / Broken Customer / Payment / Invoice not received Customer / Payment / Invoice dispute Supplier / Goods reception / Quality Problem There is a total of 150+ categories. For some categories, the tree has only 2 levels. Ideally, those levels can be changed at any time during the ticket's lifecycle, but are frozen once the ticket is in any of the "closed" states. Is there a recommended method to do so? Thanks, Olivier

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how to send autoresponse to all customers in same company?
by Majed Zouhairy 09 Oct '12

09 Oct '12

i have added 2 email addresses and assigned the same company id to them and i want to if one of them sends an email to otrs then both should get the autoresponse and both can view the ticket. can that be done in otrs?

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AUTO: Dillon, Patrick J is out of the office. (returning 10/15/2012)
by patrick.dillon＠aleris.com 08 Oct '12

08 Oct '12

I am out of the office until 10/15/2012. Please contact Meg Gray for urgent backup or recovery issues at 708-753-2247. Note: This is an automated response to your message "Re: [otrs] otrs auto merge feature" sent on 10/8/12 12:53:06 PM. This is the only notification you will receive while this person is away.

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OTRS : Duplicate emails gets via POP3
by Marco Ferreira 08 Oct '12

08 Oct '12

Hi All, We have installed the last otrs version (3.1.10-01) but some times we receive duplicate emails on mailbox of otrs, this emails were obtained via POP3 account. We have cases that a email it's duplicate 100 times. Anyone had this problem ? Regards, Marco

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Receiving mail's with .msg attachments
by Steve Hall 08 Oct '12

08 Oct '12

All, As part of some workflow, we need to be able to receive an e-mail, which contains another e-mail as an attachment. When OTRS receives this it is taking the original .msg file and stripping it into two .txt files This would be be too bad, but we loose the headers from the original attached e-mail which are required for diagnostic purposes. Any way around this? Steve

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no autoresponse in otrs
by Majed Zouhairy 08 Oct '12

08 Oct '12

hello, i looked at how to configure autoresponse for client emails and i have the same configuration but still clients are not getting autoemail response. i have some filters configured but none of them is x-headerloop. when a client sends an email to the otrs system he doesn't get a reply but in the history on the ticket the following is written: Sent no auto-response because the sender doesn't want an auto-response (e. g. loop or precedence hea[...] has anyone had this problem and know the solution? Regards

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3.1.7 Upgrade problem
by Steve Clark 08 Oct '12

08 Oct '12

Hello, When trying the following I get errors. bin]# cat ../doc/sample_mails/test-email-1.box | ./otrs.PostMaster.pl ERROR: OTRS-otrs.PostMaster.pl-10 Perl: 5.10.1 OS: linux Time: Tue Oct 2 15:13:13 2012 Message: Module Kernel/System/Ticket/Event/TicketFreeFieldDefault.pm not found! Traceback (14249): Module: Kernel::System::EventHandler::EventHandler (v1.10) Line: 209 Module: Kernel::System::Ticket::HistoryAdd (v1.549.2.6) Line: 5270 Module: Kernel::System::Ticket::TicketCreate (v1.549.2.6) Line: 521 Module: Kernel::System::PostMaster::NewTicket::Run (v1.86) Line: 170 Module: Kernel::System::PostMaster::Run (v1.87.2.1) Line: 374 Module: (eval) (v1.5) Line: 114 Module: ./otrs.PostMaster.pl (v1.5) Line: 84 I guess the TicketFreeFieldDefault.pm should be TicketDynamicFieldDefault.pm but I can't figure out where or how it is being referenced. Thanks, -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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OTRS connected to existing CRM plattform
by Jean BROW 07 Oct '12

07 Oct '12

Hi, Our agents have an problem that they need to have a browser window with OTRS open in additional to existing CRM plattform. Is it an possibility to connect to OTRS from our existing CRM plattform? Any API? Thanks in advance.

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Can I use ACLs to hide a certain state transition in GUI while allowing it for the Generic Agent
by Bogdan Iosif 05 Oct '12

05 Oct '12

Hi, Same question, reformulated to use an example: Can I use ACLs to hide the "pending auto close-" state (of type "pending auto") in all agent GUIs while keeping the ability to set this state from Generic Agent jobs? AFAIK, the hiding in GUI part is possible but I'm not sure if the ACLs also apply to the Generic Agent. Thanks, Bogdan P.S: I'm just starting ACLs investigation and I'm not yet able to create my own test. Google hasn't yielded a response.

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