March 2014 - otrs - OTRS mailing lists

Need help organizing and prioritizing
by Leah Kelly 22 Mar '14

22 Mar '14

My boss is wondering what the difference between escalated and reminder tickets are. Good question in my book, cause I neither know how to use them. For example, one queue is really saturated. Can we find a way to indicate to others that this person needs help and is (in turn) doing more work actually? I’ve read about escalated and reminder tickets but, how do I use them across the board? I would like a notification to go out if somebody is out of office and their tickets are going completely ignored.

2 1

closed notification garbled message
by Darshak Modi 21 Mar '14

21 Mar '14

When I close ticket , the event triggered but in message body comes garbled one. Here I have just put one tag <OTRS_AGENT_BODY[5]> e.g. <OTRS_AGENT_BODY[5]> Can you please help why this could happen or where to check ? --------------- Warm Regards Darshak

2 2

Are Feature Add-Ons Available for purchase separately?
by Mike Morris 18 Mar '14

18 Mar '14

I see in the latest "OTRS Insights" mailing that there is a new add-on available, namely "OTRS Feature Add-On: Dynamic Field Database", which looks very interesting. Does anyone know if it is available for purchase separately? Their marking piece only talks about availability through a support contract, which is, unfortunately, hopelessly out of reach for my organization.... TIA, Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Random Insight: "Some think Obamacare is the beginning of the end of America, which is ridiculous. We're well beyond that..." - My Humble Self ------------------------------------

2 1

Forwarding tickets permissions
by Leah Kelly 18 Mar '14

18 Mar '14

Hi again, I have some agents who can use the forwarding feature (for an email) and others who are unable to - it just says "One or more errors occurred!”. All agents should have this permission - how do I ensure this? I can’t find a setting that pertains to this. Thanks! Leah

1 0

Sorting Descending by Age
by Leah Kelly 18 Mar '14

18 Mar '14

Hello OTRS friends! I’ve searched and haven’t found much on this, but my agents are wondering if there is a way to permanently sort tickets by age. When in Dashboard, if you click on the ‘Age’ column header, it will sort the opposite direction (descending) - we like this. But then when you click on a ticket, and then go back to Dashboard, the tickets are back to their default ascending sort. Is there a way to make this permanent?

1 0

OTRS CustomerCompany erweitern
by ajh4711 18 Mar '14

18 Mar '14

Hallo, ich wäre froh, wenn mir jemand einen guten Tipp geben könnte: Ich möchte gerne die CustomerCompany um einen „Kundentyp“ erweitern (z.B. Geschäftskunde, Privatekunde). Backend soll die OTRS Standard DB bleiben. Wie gehe ich richtig vor? Wie schaffe ich es ein DropDown zu bekommen. Danke für eure Hilfe! Grüße ajh

1 0

Removing leading zero from ticket number
by Sander Goudswaard 18 Mar '14

18 Mar '14

We have a ticket numbering system of type 'Year', e.g. 2014-xxxxx. Now, after having created 9999 tickets, the ticket number went from 2014-09999 to 2014-010000. We really want to get rid of the leading zero but have no clue as to why the leading zero is added. The minimum length is 5, which has been reached. The TicketCounter.log does not contain a leading zero. If anyone can give me a quick hint... it would be appreciated! Regards, Sander

2 4

Error Message: Impossible to send message
by Nick Lapp 17 Mar '14

17 Mar '14

I just started getting the error message below this morning when trying to send emails out to customers (email address and IP have been masked). The emails are going out to the customers successfully though. Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Mar 17 08:27:16 2014 Message: Impossible to send message to: first.last(a)example.com . RemoteAddress: X.X.X.X RequestURI: /otrs/index.pl Traceback (1210): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.3.5) Line: 2083 Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.3.5) Line: 784 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.5) Line: 871 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Any assistance would be greatly appreciated! Nick

2 1

cite original email
by Irene Eglin 17 Mar '14

17 Mar '14

Hi We would like to decide per queue or per answer, if to cite the original E-Mail or not. Would appreciate any hints, how to do this. Thanks for any help, Irene

1 0

Addressbook and autocomplete in Bounce-View
by Irene Eglin 17 Mar '14

17 Mar '14

Hi We would like to have E-Mail-Autocomplete and an address book link in the Bounce-View, the same way it already is in the Forward-View. Does anybody have an idea how to do this? Thanks for any help, Irene

1 0