September 2015 - otrs - OTRS mailing lists

Agent Ticket Forward - Attachments
by Kristofer Pettijohn 21 Sep '18

21 Sep '18

When viewing an article and clicking "Forward" I noticed that attachments are not included. Is this by design, a bug, or is there an option to include the original attachments some how? It seems as though inline attachments are kept, but not others. I checked the AgentTicketForward SysConfig options, but do not see any settings for choosing whether or not attachments can be included. Thanks, Kris

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Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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E-mail notification alert
by John Koch 19 Oct '15

19 Oct '15

Hi, How can I configure an email notification alert to agents every time a new ticket or a reply to an existing ticket is received?

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关于installer.pl的问题
by liziyi2006 30 Sep '15

30 Sep '15

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AUTOREPLY otrs Digest, Vol 84, Issue 14
by baer＠opm-computer.de 22 Sep '15

22 Sep '15

Sehr geehrte Damen und Herren, in der Zeit vom 21.09.2015 bis einschließlich 02.10.2015 befinde ich mich nicht im Büro. Beachten Sie bitte, dass Ihre EMail nicht automatisch weitergeleitet wird. In dringenden Fällen wenden Sie sich bitte an unsere Hotline, 0203-378530, oder an Herrn Hesselmann (hesselmann(a)opm-computer.de). Mit freundlichen Grüßen Ronny Bär OPM EDV Service GmbH Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Images in Auto-Response (Nick Bright) 2. Re: Tickets not appearing in "Tickets in my queue" (Alexandre Lima) ---------------------------------------------------------------------- Message: 1 Date: Mon, 21 Sep 2015 11:01:21 -0500 From: Nick Bright <nick.bright(a)valnet.net> Subject: Re: [otrs] Images in Auto-Response To: otrs(a)otrs.org Message-ID: <560029D1.5000402(a)valnet.net> Content-Type: text/plain; charset="windows-1252"; Format="flowed" On 9/17/2015 4:10 PM, Florian Edlhuber wrote: > Hi Dominik, Hi Nick, Hi Mailing List, > > 17/09/2015 20:08 - Dominik George wrote: > > Nick wrote: > >> We're trying to set up rich text auto responses. We drag & drop the > >> image into the message and everything looks good. After saving, then > >> re-opening the auto-response all of the images are stripped out. > > the CK Editor does not work well with drag&drop and browsers. But if > you read the > latest notes http://www.otrs.com/release-notes-otrs-5-beta-4/ > > you'll see that OTRS5 will fully support this. > > > > Messages with images are huge. Some people have slow or limited internet > > access, and do not want to be transmitting large, useless data. It also > > puts unnecessary load on inboxes. > > [x] agreed Sometimes you just have to do what the boss demands, good idea or not. > > Auto-replies are an (unavoidable) PITA. Don't blow them up too much, > that > > doesn't make anything better. > > [ ] agreed > auto replies are not PITA in general :-) That depends on your needs. > Sometimes you (or someone) (mis-)configures too much auto replies. > This is not good. > > > Auto-replies are backscatter. That is, they are sent back to whatever > > address a sender claimed. Large messages in auto-replies can be used to > > attack other users by making your site send large e-mail to their > accounts. > > [x] agreed We have a very good spam filter so not much comes in that isn't a legitimate ticket, fortunately. > > > If you can, turn off auto-replies compeltely. If you can't, please > keep them > > very short and conclusive. > > my opinion: turn on what you really need! Don't do more. If you > *might* need it, don't do it. > > > Another hint: If you are accepting encrypted e-mail; then *do not* > send back > > an unencrypted auto-reply with a full quote - this is a serious > information > > leak! > > Very good thinking!! Thanks! This is an excellent suggestion, and as we aren't quoting the message in the auto-response, we're already set here. -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

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Tickets not appearing in "Tickets in my queue"
by Alexandre Lima 21 Sep '15

21 Sep '15

Hello! I hope this is the right place to ask for help :) I've been having this problem for some days, I've searched on google about it but I couldn't solve it. My problem is that I have agents that own some queues, but when a ticket is sent to one of those queues, they appear in "All tickets" and not in "Tickets in my queue". As a result, the agents don't receive a e-mail notification when a new ticket is created. I've checked the "My queues" list in the preferences, they're all there. Everything seems normal, but the only way I can make a ticket appear in "Tickets in my queue" of any agent is manually redirecting it to them. My OTRS version is 4 Patch Level 11. Please let me know if you need more information about my problem. Any help would be perfect :) Thank you, Alexandre

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Images in Auto-Response
by Nick Bright 21 Sep '15

21 Sep '15

Greetings, We're trying to set up rich text auto responses. We drag & drop the image into the message and everything looks good. After saving, then re-opening the auto-response all of the images are stripped out. According to the guy working on it "it worked yesterday", so I'm not sure what exactly might be going awry here. Any thoughts or recommendations appreciated. Thanks, -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

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tickets
by Robert Recchia 19 Sep '15

19 Sep '15

Hi everyone We have recently switched to OTRS ticket system and so far so good. I do have one question though. Our old ticket system use to round robin all the tickets to all the available reps. What I mean is if were 100 tickets and 4 people it would automatically assign each user 25 tickets. Is there a way to do this in OTRS.

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OTRS with remote DB (full text)
by Holger.Patzelt＠t-systems.com 14 Sep '15

14 Sep '15

Hi, I have problems installing OTRS on a Server using a NON LOKAL mysql installation. For various reasons we decided to have a "centralized mysql Server". But, even IF I enable remote root access (which normaly is a nogo) the web-installation breaks after Installation of the otrs database, as the otrs user is not installed for remote access by the otrs scripts!! (The fact, that I entered something different than the default 127.0.0.1 as db-host seems to be ignored by the installation scripts, when creating the user!!) The installation stops, whining that the access is not permitted, and there is no chance of healing (e.g.: local "grant ..." on the db by the user), instead the installation stops. So you have to start at the beginning, wich means, you have to drop the database. Why isn't it possible to have something like a "try again" button, which opens the possibility to heal certain installation-script bugs during installation. ?? Has anyone any suggestions or an Installation guide for a remote mysql-Server installation for me? Bye, Holger PS.: Sorry in the first Post some Text got lost. -- Holger Patzelt

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LDAP query
by Ralf Hildebrandt 14 Sep '15

14 Sep '15

Currently we're querying our internal LDAP server for email address autocompletion (i.e. when creating an email ticket or forwarding tickets). Problem: Some users have the email address in the LDAP attribute "email", others in "janetMailbox". How can I display both "email" and "janetMailbox" (or rather the attribute that happens to be non-empty). -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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