- otrs - OTRS mailing lists

module Code::TidyAll v0.17 is required and not installed!
by Sol-G Saint 25 Jan '14

25 Jan '14

I am having this same problem. Has anyone figured out how to solve this? Thank you kindly, Sol-G 1-877-217-9944 www.CSHotline.com sol(a)cshotline.com cshotline-small.fw_5

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ticket escalation queries
by Darshak Modi 24 Jan '14

24 Jan '14

If ticket is escalated and moved to another queue, will it reset its solution time/escalation time to new queue ? Because we have L1/L2/L3 escalation and we run agent based on crossing solution time.

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Owner not notified on ticket merge
by Sander Goudswaard 22 Jan '14

22 Jan '14

Running OTRS 3.3.2. When a new ticket is merged into an existing ticket, the ticket owner is not notified: - the status does not change - there is no 'star' in front of the new ticket action - no e-mail is sent How to reproduce: - have an existing ticket in a pending status, with a different agent who is the owner - have a new ticket without owner - open the new ticket and merge it with the existing ticket - you are taken to the existing ticket and see the merge action - the agent who owns the existing ticket does not see that it was updated, only when he opens it, he may discover the new ticket action Because of this, an important update was not seen in time by the ticket owner. How can this be changed?

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

17 Jan '14

I am sorry, I don’t know what this answer means. Are there directions anywhere on HOW to set up dynamic fields for the calendar? And will agents be able to see each others calendars? Does OTRS have this functionality? Thank you, Leah

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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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