- otrs - OTRS mailing lists

Multiple Service Types
by Roman Gelfand 05 Jun '13

05 Jun '13

I was wondering if someone could suggest the accepted approach(es) for handling the following scenario... A company has help desk department that supports only it's employees. There are three categories of support tickets (ie hardware, software, other). Each category should have it's own queue. Each queue to be handled and managed by specific agents/agent groups. I am not clear on... Do I setup separate customer for each category? or is there a way to specify category on the ticket? If later how do I tie category to a queue? and how do I assign agents to handle specific queue? etc... Any help is greatly appreciated Thanks in advance

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customer new ticket creation how to add CC and BCC email option
by KalyanaChakravarthy MP 04 Jun '13

04 Jun '13

Hi Customer portal new ticket creation how to add CC email option. Currently agent email ticket creation having CC and BCC same way customer view new ticket creation CC , BCC option need . anybody help me. Regards, Kalyana chakravarthy M .P, Sr software Engineer.

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set category in ticket
by Stefano Ricci 04 Jun '13

04 Jun '13

hi, i use otrs helpdesk, and i have the possibility to add a ticket in a particular category. i read around that is possible to use the combo of Services/Types to do this. in fact: Category (Type) - Subcategory (Service) how i can implement this solution? -- *Stefano Ricci* ICT Consultant mobile: (+39) 340 07 56 067 email: stefano.ricci(a)riccimatic.com <mailto:stefano.ricci@riccimatic.com> skype: riccimatic web site: http://www.riccimatic.com PIVA: IT 07400870965 *Privacy* In ottemperanza al decreto legislativo del 30 giugno 2003 n 196, le fornisco alcune informazioni circa l'utilizzo dei suoi dati personali, i quali provengono da sua comunicazione spontanea nei miei confronti, da precedenti contatti, da fonti di pubblico dominio. I suoi dati saranno trattati esclusivamente al fine di soddisfare le sue esigenze. Senza il loro trattamento, cui lei consente automaticamente proseguendo nell'interscambio informativo, l'unica conseguenza sarà che tali finalità non potranno essere realizzate. Il trattamento sarà realizzato mediante strumenti informatici e telematici. Tali dati non saranno comunicati o accessibili a terzi, salvo i casi previsti dalla legge, inoltre le sono riconosciuti i diritti di cui all'articolo 7 del decreto legislativo 196/2003. La prego di non procedere alla comunicazione dei suoi dati sensibili, ossia i dati idonei a rilevare l'origine razziale ed etnica, le convinzioni religiose, filosofiche o di altro genere, le opinioni politiche, l'adesione a partiti, sindacati, associazioni o organizzazioni a carattere religioso, filosofico, politico o sindacale, nonché idonei a rilevare lo stato di salute e la vita sessuale, in quanto per questi dati non detengo l'autorizzazione necessaria al trattamento, ai sensi del 196/2003. Inoltre questo messaggio di posta elettronica contiene informazioni di carattere confidenziale rivolte esclusivamente al destinatario sopra indicato, e tutelate dal 196/2003. Ne è vietato l'uso, la diffusione, distribuzione o riproduzione da parte di ogni altra persona. Nel caso aveste ricevuto questo messaggio di posta elettronica per errore, siete pregati di segnalarlo immediatamente al mittente e distruggere quanto ricevuto senza farne copia. Qualsivoglia utilizzo non autorizzato del contenuto di questo messaggio costituisce violazione dell'obbligo di non prendere cognizione della corrispondenza tra altri soggetti, salvo più grave illecito, ed espone il responsabile alle relative conseguenze. *La legge che governa l'interscambio informativo tra lei e me è quella italiana, mentre il foro competente è esclusivamente quello di Milano. Nel caso lei risieda in uno stato differente dovrà verificare in autonomia e sotto la sua responsabilità che le norme locali non siano in contrasto con quelle italiane.*

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Usage of statistics module
by Finetti, Stefano 04 Jun '13

04 Jun '13

Hello, I was wondering if it's possible to create a statistic that shows only new tickets opened via email. I'm able, at the moment, only to produce a report with all new tickets for a given period of time, without knowing if they have been opened after a phone call or after an email to our system address... thanks all -- *Lynx International Srl* *Stefano Finetti* *Senior System Consultant* *Axed Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* * * -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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process management
by Evan Lynd 03 Jun '13

03 Jun '13

Hello all, I'm new here and need your help.. I've created a new process in the 'Process Management' with many flows and it's working fine. I have a question.. How can I give permissions/configure this process to the 'Customer Interface'? OR How can I give permissions to users from ldap to access this menu option in the 'Agent Interface'? Thank you very much. Lynd

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Installation documentation somewhat bias away from PostgreSQL
by Paul Simons 03 Jun '13

03 Jun '13

Hello I am trying to install OTRS over PostgreSQL, over CentOS. The documentation (although extremely good) is not a lot of help in my case . The emphasis is squarely on MySQL and the 'installer.pl' WEB GUI which 'only works with MySQL' :-( All other configurations are consigned to rather brief footnotes. Is there someone who has installed this variant and is willing to post a step-by-step guide? Specifically I am have trouble with 'otrs' user access permissions on start up. Regards ___________________________________________ Paul Simons ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

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OTRS on iPad Safari (Chrome)
by Jan Řežab 03 Jun '13

03 Jun '13

Hi all. I have problem with OTRS 3.2.2 in agent interface on iPad (iPhone) with Safari (and Chrome too). When I click on empty answer, Safari (Chrome too) freeze. I don't have any idea how debuge it. Can you help me? Thanks in advance Jan

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James Crawford 5968 is out of the office.
by james.crawford.5968＠northumbria.pnn.police.uk 01 Jun '13

01 Jun '13

I will be out of the office starting 31/05/2013 and will not return until 10/06/2013. I will respond to your message when I return. If your email relates to the RDA Project, please contact Martin Ibbotson (5271) on x49403. If your email is urgent, please contact the ICT Helpline on x69966 (01661 869966) or Stu Solan (9153) x49350 (0191 2956850). NORTHUMBRIA POLICE PRIVACY AND CONFIDENTIALITY NOTICE The information contained in this message and any attachment(s) is confidential and intended only for the attention of the named organisation or individual to whom it is addressed. The message may contain information that is covered by legal, professional or other privilege. No mistake in transmission is intended to waive or compromise any such privilege. This message has been sent over public networks and the sender cannot be held responsible for its integrity. If you are not the intended recipient be aware that any disclosure, copying, distribution or action taken in reliance of the information contained herein is strictly prohibited, and is contrary to the provisions of the Copyright Designs and Patents Act, 1988 and of the Data Protection Act, 1998. Any views expressed are those of the sender and, unless specifically stated, do not necessarily represent the view of Northumbria Police. We cannot accept any liability for any loss or damage sustained as a result of software viruses. It is your responsibility to carry out such virus checking as is necessary. If you have received this message in error, please notify the sender by e-mail at once and delete the message immediately. For more information about Northumbria Police please visit our website - http://www.northumbria.police.uk

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Append Messages to a OTRS ticket with subject line intact
by Kaushal Shriyan 31 May '13

31 May '13

Hi, I am running OTRS version 3.2.7 on CentOS Linux Version 6.4. Is there a way to append conversation in OTRS whenever any end customer replies to the specific ticket keeping the subject line intact( also includes ticket #)? Regards, Kaushal

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new process ticket to customer
by Evan Lynd 31 May '13

31 May '13

Hello all, I'm new here and need your help.. I've created a new process in the 'Process Management' with many flows and it's working fine. I have a question.. How can I give permissions/configure this process to the 'Customer Interface'? OR How can I give permissions to users from ldap to access this menu option in the 'Agent Interface'? Thank you very much. Evan

1 0