July 2017 - otrs - OTRS mailing lists

Renaming a Queue
by Parag Bhalerao 20 Jul '17

20 Jul '17

Hello, Due to some change in the business model, I need to change name of one of the queues. Is it recommended to create a new queue or rename existing queue? If I rename the queue, - what happens to open as well as old tickets those were associated with old queue name - what happens when I run a report with new queue name If I create a new queue, - can I disable old queue, so no new tickets can be created in that queue - If I disable the queue, what happens to open tickets in that queue Appreciate your help. GoodWills Parag Bhalerao

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Backup Types
by Pedro Lobo 17 Jul '17

17 Jul '17

Hi, Could someone be so kind as to explain what the 3 backup types do. `-t fullbackup` and `-t dbonly` are pretty obvious, but `-t nofullbackup` isn't clear to me. Will this perform incremental backup and if so, of the DB, App, what? Thanks in advance, Pedro

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Ticket Notification Wildcard Filter
by Nick Lapp, CGEIT 14 Jul '17

14 Jul '17

I'm using OTRS 5.0.19 and would like to set up a ticket notification email that goes out when a new ticket is created where the CustomerID on the ticket starts with "STU-MCSD-". I've tried using the wildcard STU-MCSD-* just like I'm using in the generic agent but it doesn't seem to be working. Does the ticket filter in ticket notification management accept wildcards? I've also tried a regular expression which didn't work either. Is the another way to accomplish this? Nick

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Global Saved Search Profile
by Pedro Lobo 13 Jul '17

13 Jul '17

Hi, I've created a few saved search profiles in OTRS (namely for tickets). I then shared these profile links with other users, but when then access the link, the search filters are empty or not selected. Is there a way of generating a global search profile? I want all agents to have access to the same search profiles. Cheers, Pedro

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file error - MetaFloater.tt: not found
by Mario Castillo 13 Jul '17

13 Jul '17

Hi, After I upgrade ITSM 5.0.16 to 5.0.20, all ticket can not open. It annouced : "file error - MetaFloater.tt: not found" Anyone know how to fix it? Regard´s Mario Castillo

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Re: [otrs] otrs Digest, Vol 105, Issue 11
by renu kadian 13 Jul '17

13 Jul '17

Hi, Can anybody help me ... On Sat, Jun 24, 2017 at 3:18 PM, <otrs-request(a)lists.otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)lists.otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/mailman/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)lists.otrs.org > > You can reach the person managing the list at > otrs-owner(a)lists.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: [OTRS]First Response Time (renu kadian) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 24 Jun 2017 15:18:06 +0530 > From: renu kadian <renupranjil(a)gmail.com> > To: otrs(a)lists.otrs.org > Subject: Re: [otrs] [OTRS]First Response Time > Message-ID: > <CAAzf20tSaE11Ezc7TK1qZsaz7kCUHGjWYpKOLxky2pKzG_a54Q@mail. > gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hi > > > Any one help me its an urgent ..... > > On Sat, Jun 24, 2017 at 2:22 PM, renu kadian <renupranjil(a)gmail.com> > wrote: > > > Hi > > > > > > when I have show ticket status view here two fields available First > > Response Time & Solution Time but it will not shows correct time. > > > > > > ? > > -- > > Renu Kadian : > > 9711493800 > > > > > > -- > Renu Kadian : > 9711493800 >

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Re: [otrs] undo ticket merge?
by LQ Marshall 12 Jul '17

12 Jul '17

Possible but requires direct DB edits which is certainly not recommended. (Backup backup and backup the backup) L.Q.MOne's strength is only determined when the challenge seems overwhelming. null

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undo ticket merge?
by Susan Dittmar 12 Jul '17

12 Jul '17

Hi, is it possible to undo a ticket merge? Our agents occassionally err on which tickets to merge. Thanks for any hints, Susan Dittmar

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Reading Ticket Number from Email Body
by Parag Bhalerao 01 Jul '17

01 Jul '17

Hello, I have a customer who sends ticket number in email body in pre-defined format. I see that OTRS can read ticket numbers form email body (ref: http://doc.otrs.com/doc/manual/admin/6.0/en/html/ConfigReference_Section_Co…) but I am not sure where I can specify format of the ticket number. The format of ticket number in email body is {CMI: MCID089682} · Will it always be enclosed in pair of {} · Will it always start with CMI: · Will ticket number always be MCID followed by exactly 6 digits Appreciate your help. GoodWills Parag Bhalerao

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[OTRS]First Response Time
by renu kadian 01 Jul '17

01 Jul '17

Hi when I have show ticket status view here two fields available First Response Time & Solution Time but it will not shows correct time. -- Renu Kadian : 9711493800

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