January 2014 - otrs - OTRS mailing lists

Re: [otrs] iCalendar and OTRS
by Leah Kelly 17 Jan '14

17 Jan '14

I’ve read more about the calendar, but am still not sure how to set up the two dynamic fields so it is useable. Even once I do this, will agents be able to add their iCal meeting requests to the calendar, and will other agents be able to share calendars, or see each others events? I am stuck.. they need a solution quickly and I just don’t know enough about OTRS yet. Can somebody please help point me in the right direction? Thank you! Leah

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iCalendar and OTRS
by Leah Kelly 16 Jan '14

16 Jan '14

Hello, Is there a way that agents can accept iCalendar meeting requests in OTRS? When they get a meeting request, they can’t open it or see any of the contents. The only way they have found to view it is to forward it to another email address of theirs, which is not a good workaround. Can anybody help? Thank you in advance!

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Re: [otrs] Email notification to agent if cc'ed in ticket
by Leah Kelly 15 Jan '14

15 Jan '14

The cc’ed agent would get a notification to alert them that the sender is expecting them to also be reading this email thread. In the cases we have, the To: agent gets the ticket and works it, and the cc’ed agent never sees it at all. We would like a way to alert the cc’ed agent so that they will know they’ve been cc’ed. So they can stay abreast of the issue as well. The only other way is to have the To: agent tell the cc’ed agent, but I was wondering if there was an automated OTRS solution in place.

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Email notification to agent if cc'ed in ticket
by Leah Kelly 14 Jan '14

14 Jan '14

Hello, I have cases where sometimes agents will work together and one agent is cc’ed, is there a way to either: - have the ticket go into/be visible in both agents queues (but remain one ticket) - send an agent email notification out to the cc’ed agent, letting them know they’ve been cc’ed in ticket# Or any other reasonable solutions to this that anybody else has found? Thank you! Leah

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Customer AND agent
by James Carroll 13 Jan '14

13 Jan '14

Hello all, New to OTRS and trying to set up the basics. Since we would like to use this for both internal and external customers, how do I effectively set up someone that works for us? It seems that having email address as a primary/NO DUPE key precludes having someone as both an agent and a customer. Thanks, James -- IDMWORKS James Carroll Newark, DE O: 888-687-0436 x709 C: 302.339.2703 F: 917.591.1525 E: james.carroll(a)idmworks.com W: www.idmworks.com ------ The information contained in this email message and any attachment may be privileged, confidential, proprietary or otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof.

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Upgrading vintage OTRS
by Matthew Bonner 13 Jan '14

13 Jan '14

Greetings, I'm currently planning an upgrade of an old - 2.4.5, circa 2009 - OTRS instance. The data migration process through to 3.3 has worked smoothly on test system which is encouraging. Obviously between such different versions there will be many differences. Interface, functionality etc. Any traps / considerations to be careful of? Perhaps others on the list have done a similar upgrade? Cheers, Matthew

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Re: [otrs] New tickets created when generic agent runs - how to turn off
by Leah Kelly 10 Jan '14

10 Jan '14

Okay, I’m sorry, I don’t know how to reply right. I just clicked on your name and it made this 'Re: otrs’ email so I hope this is right. If not, please let me know how to respond. I do not see a respond/reply. They are not alias email addresses, and a human never touches marlene(a)domain.com. I just need to know how to make their notifications go to their email that they do touch (msmith@). And not their OTRS email address (marlene@) as this only results in it being pushed back into OTRS as a new ticket. Every email address I’ve ever entered is in the PostMaster Mail Accounts and in Email Addresses (in Email Settings). Maybe I am confusing the purpose of each of them. Thank you for your quick reply and help! Leah

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New tickets created when generic agent runs - how to turn off
by Leah Kelly 10 Jan '14

10 Jan '14

Thank you, I was afraid you would say this.. :) Could you please supply me with the code modification or point me in the direction of an accurate answer to this? I have seen varying code snippets online as an answer to this question, and they don’t seem to be consistent. Since I know little about the language, I am wary of trying this without fully understanding it, or at least trusting someone else who has done it before. As an alternative, how can we change the email addresses the notes go to? Right now, they go to the agents OTRS box, which come in as new tickets. I don’t know how to make these different. I at least figured this out, so now my posting headline is inaccurate. I at first thought it was generic agent. Basically, my agents have two email addresses. In Marlene’s case, they are marlene(a)domain.com and msmith(a)domain.com. The marlene(a)domain.com emails gets sucked into OTRS and become tickets. The msmith(a)domain.com is her personal, internal email address she uses to communicate with the rest of the company. How can I set it up so that the notifications go to msmith(a)domain.com, and still have OTRS pull from marlene(a)domain.com? Also, we are running on a Linux machine, not windows, and other speed recommendations? I really really appreciate everybody's help! Forgive me for being so new! Thank you, Leah

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NewArticleIgnoreSystemSender not working
by Darshak Modi 10 Jan '14

10 Jan '14

Even if I set it to Yes , it shows details of system sender like auto-response. in customer and agent interface both. Am I missing anything here ?

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New tickets created when generic agent runs - how to turn off
by Leah Kelly 10 Jan '14

10 Jan '14

Hi ES and Gerald, thank you for your responses, There are a couple things I am trying to solve for. One problem is that when an email goes into Marlene’s (or anybody’s) queue, it has owner Admin OTRS and so when she replies, it locks and makes her the owner. This is good. Problem 1: Then she closes the ticket, but the customer will sometimes write back again. When the client writes back, it sometimes (not always) goes into the the main client.services queue (default queue) and the owner is Admin OTRS, not Marlene, so she doesn’t always see it right away. I have ‘Ticket lock after a follow up’ set to yes, but this is still happening. I also thought it would save a step if I could just make the owner Marlene if it was in Marlene’s queue, that way she wouldn’t have to click ‘lock’ or ‘reply’ to set her as the owner. She is the only person in this queue. I thought this might make it easier on them without the extra step, and thought it might solve for the problem 1 above. A separate but very big issue - our OTRS system is exceptionally slow, does anybody know what we can do to speed this up? I have tried changing a SysConfig setting (solution found online, something with saving to the db versus not), but it’s still as slow as ever. Is there anything else I can try? Thank you so much for your help! Leah

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