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Re: [otrs] Ticket Escalation
by Gerald Young 15 Mar '13

15 Mar '13

New and closed successful are mutually exclusive states. On Mar 15, 2013 1:12 AM, "Darshak Modi" <darshak.modi(a)elitecore.com> wrote: > Hey guys,**** > > ** ** > > May be this a silly question, but I am evaluating OTRS and I am not > technical that strong.**** > > ** ** > > I have created demo tickets, with Queue based escalation, Now I had closed > the tickets, their state is new and closed successful.**** > > ** ** > > Still I am receiving escalation emails for those tickets? Is it correct > behaviour or some configuration mistake?**** > > ** ** > > ** ** > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

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Re: [otrs] Ticket Escalation
by Darshak Modi 15 Mar '13

15 Mar '13

Can it be because I have enabled Escalation emails in GenericAgent.pm? From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Darshak Modi Sent: 15 March 2013 AM 10:39 To: 'User questions and discussions about OTRS.' Subject: [otrs] Ticket Escalation Hey guys, May be this a silly question, but I am evaluating OTRS and I am not technical that strong. I have created demo tickets, with Queue based escalation, Now I had closed the tickets, their state is new and closed successful. Still I am receiving escalation emails for those tickets? Is it correct behaviour or some configuration mistake?

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Ticket Escalation
by Darshak Modi 15 Mar '13

15 Mar '13

Hey guys, May be this a silly question, but I am evaluating OTRS and I am not technical that strong. I have created demo tickets, with Queue based escalation, Now I had closed the tickets, their state is new and closed successful. Still I am receiving escalation emails for those tickets? Is it correct behaviour or some configuration mistake?

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Re: [otrs] In Agent Notification is it possible to configure value arrived of cc, to fields of original mail
by Steven Carr 14 Mar '13

14 Mar '13

Look at Agent Notifications in Admin, edit the notification and add in the variables you require. Please try to figure things out and have a go instead of just asking how to do things. Steve On 14 March 2013 11:01, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Hello, > > > > If mail arrives , it has to:/cc:. In Agent Notification, is it possible to > add show those values ? > > > > By adding some variables.. like we add Customer Firstname and etc. > > ?? > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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In Agent Notification is it possible to configure value arrived of cc, to fields of original mail
by Darshak Modi 14 Mar '13

14 Mar '13

Hello, If mail arrives , it has to:/cc:. In Agent Notification, is it possible to add show those values ? By adding some variables.. like we add Customer Firstname and etc. ??

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Re: [otrs] Mail fetching
by Steven Carr 14 Mar '13

14 Mar '13

Well it depends on how you are polling for emails, I'll assume you're using POP or IMAP in which case no you don't need to uncomment fetchmail. What happens when you run otrs.PostMasterMailbox.pl manually from the cli (you need to be the OTRS user account when doing this)? And check your cron logs to see if cron is actually starting the otrs.PostMasterMailbox.pl command periodically. Steve On 14 March 2013 07:55, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Hi, > > I have configured Postmaster email and installed cron also. > > > > > > Do i need to uncomment fetchmail lines? > > > > Or as in default > > otrs.PostMasterMailbox.pl will do the job? > > > > Currently the default doesn’t fetch mails. I have to fetch from GUI > manually. > > > > > > Thanks > > Darshak > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Mail fetching
by Darshak Modi 14 Mar '13

14 Mar '13

Hi, I have configured Postmaster email and installed cron also. Do i need to uncomment fetchmail lines? Or as in default otrs.PostMasterMailbox.pl will do the job? Currently the default doesn't fetch mails. I have to fetch from GUI manually. Thanks Darshak

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How show or hide impact & priority fields depending on ticket state
by Antonio Sarmiento 13 Mar '13

13 Mar '13

Hi, I want classified (Impact &priority, dynamic fields, service, and other fields), for new tickets coming from emails, for this reason, I want to do that using AgentTicketNote, but due to internal definitions, priority must be update only by first level or supervisor. But AgentTicketNote is used by all the IT staff, for this I think is possible show or hide impact & priority fields but only for state=new Is possible to do that? I appreciate your help Best regards Antonio Sarmiento

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Re: [otrs] Installing with Apache, Oracle
by Leonardo Certuche 13 Mar '13

13 Mar '13

Hello And what is written on the log when you try to visit http://localhost/otrs/index.pl ? On 12 March 2013 05:57, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Hello,**** > > ** ** > > I am trying to install with Apache, Oracle on linux. **** > > I have included otrs.conf in httpd.conf file.**** > > ** ** > > But I get following error in http log.**** > > ** ** > > Attempt to serve directory: /opt/otrs/bin/cgi-bin/**** > > ** ** > > I am trying to access http://localhist/otrs, but the above error occurs.** > ** > > ** ** > > ** ** > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

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Re: [otrs] Email CC Field
by Steven Carr 13 Mar '13

13 Mar '13

If the ticket is new then you will need to either dispatch to queue in which case it will go into the queue you specify, or create a postmaster filter rule to look at the CC value and then set the appropriate queue. Steve On 13 March 2013 11:49, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Consuder, The ticket is new only > > I guess for old ticket, it will have ticket id, so it will fetch and add to > that queue only? > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Steven Carr > Sent: 13 March 2013 PM 05:20 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Email CC Field > > You need to enable Ticket -> Core::PostMaster -> > PostmasterFollowUpSearchInReferences > > This will check the email references to see if they match an existing ticket > and then add the email to that ticket. > > Steve > > > > On 13 March 2013 11:37, Darshak Modi <darshak.modi(a)elitecore.com> wrote: >> If email is sent as cc, in which queue it will be sent? >> >> >> >> How will it be checked? ,I guess, here Dispatch by To: will not work. >> >> But will Dispatch by Queue work ? >> >> >> >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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