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Ticket Status
by Isamar Maia 14 Oct '03

14 Oct '03

Hi Folks, Is there any way for the user change the ticket status from new to Pendant without replying the customer? ./isamar -maia Networking/Helpdesk Oak Lawn Marketing Nagoya, Japan 052-800-7526 (Direct) 052-800-7524 (FAX) **************************** ----------------------------------------------------- Disclaimer This transmission may contain information that is confidential and privileged and intended only for the addressee. If you are not the addressee you may not use, disseminate or copy this information. If you have received this information in error notify us immediately. Thank you. ----------------------------------------------------- このメールに書かれている内容は、宛先に指定されている人にのみ有効な情報です。宛先以外の方は、このメールを転送・コピーしたり、情報を利用したりしないで下さい。もし、誤ってこのメールを受け取られた場合は、上記の差出人までご連絡下さるようお願いいたします。このメッセージは契約上の合意を発生させるものではありません。

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RE: [otrs] changing subject and other ticket values
by Lars Monsees 14 Oct '03

14 Oct '03

> > Hi Robert, > > the feature, Wouter Mignon, is requesting would help us too. > > On Sunday, October 12, 2003 11:15 PM > > Wouter Mignon <wouter.mignon(a)khleuven.be> wrote: > > > Is it possible to change the ticket subject and other > values from > > > within the otrs agent interface? This would be handy > > because sometimes > > > 'customers' don't describe their problem well. > > > The Request, as i understand it: To be able to change the > subject text of the Ticket i will see in the various > Personal- und Queuelists, because the subject of the > ticket might change while im working on it or the subject > of the opening mail is not very helpful. > Yes, I understand it that way, too. > May be the following design might be good for many > purposes without modifying the behaviour of stored articles. > Add a "Headline" field to the ticket. Default value will > be the subject of the ticket opening article. > The headline will be displayed in every ticket list and > can be modified by the Agent any time. Full ack - this would be very useful. just my 2 cents =)

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AW: [otrs] changing subject and other ticket values
by Matthias Wegner 14 Oct '03

14 Oct '03

Hi Robert, the feature, Wouter Mignon, is requesting would help us too. > On Sunday, October 12, 2003 11:15 PM > Wouter Mignon <wouter.mignon(a)khleuven.be> wrote: > > Is it possible to change the ticket subject and other values from > > within the otrs agent interface? This would be handy > because sometimes > > 'customers' don't describe their problem well. > The Request, as i understand it: To be able to change the subject text of the Ticket i will see in the various Personal- und Queuelists, because the subject of the ticket might change while im working on it or the subject of the opening mail is not very helpful. May be the following design might be good for many purposes without modifying the behaviour of stored articles. Add a "Headline" field to the ticket. Default value will be the subject of the ticket opening article. The headline will be displayed in every ticket list and can be modified by the Agent any time. Greetings Matthias

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Content Encoding of Outgoing e-mail
by Ivaylo Toshev 14 Oct '03

14 Oct '03

Hi there, I am not able to customize, encoding in mail messages, which OTRS sends to Agents and Customers. Here in Bulgaria, the encoding is Cyrillic WIndows-1251. THere are a couple of issues in web interface with this encodings, but they are not so urgent. The main problem is with mail which OTRS sends , How can i customize ecnoding of outgoing messages ? 10x Ivaylo Toshev

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OTRS to ignore certain emails
by Rogers, Weston 14 Oct '03

14 Oct '03

Hey guys.. Is there a way for OTRS to ignore certain emails? I would want to filter via senders address, such as bob(a)domain.com - all these get ignored by OTRS. The account that I want OTRS to monitor also has other stuff sent to it that doesn't need a ticket/etc but is important and needs to be kept (preferably on the server - but it really doesn't matter as long as its accessible) Anyone have any ideas? I'm trying to get away from just creating queues for all the un-needed stuff. Thanks!

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RE: [otrs] CC'ing Customer Notifies
by Covert, Jake 13 Oct '03

13 Oct '03

Try using this php file. Place it on your web server (make sure php is working). It will show you all open tickets currently in the system. (this php was put together by Mike Seigafuse [mseigafuse(a)fcg.com] and posted on the developers mailing list a bit ago). Hope this helps. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: niblettda(a)gru.com [mailto:niblettda@gru.com] Sent: Monday, October 13, 2003 3:56 PM To: otrs(a)otrs.org Subject: [otrs] CC'ing Customer Notifies I'm fairly new to OTRS and still learning everything. Right now I have one item that I'm stuck on that I can't seem to find the right way to go about fixing this. Here is my layout: I have X people sitting on a Help Desk. They are 24x7 and migrate in and out through the day. I have Y Admins that support questions from the X people on the Help Desk. Right now the Y Admins are using OTRS to manage problems coming in from the Help Desk. My issue is that if Help Desk person A opens a ticket about not being able to Email otrs.org, Help Desk person B doesn't know anything about this, and they may open a second ticket for the same thing. Likewise if I fix Help Desk person A's issue, then B never knows that it got fixed. I might not be thinking about this correctly, but in this case it seems to me that I want all Notices, Owner changes, etc to be Emailed to a mailing list. I can see how to do this for New tickets and some other items, but I don't see how to send say "New Owner Notices" to a Mailing list. I found the "xxxxxxxCcxxxxx" items in the Default.pm, but not all things support this it seems. As I said, it's entirely possible that this may be a human problem where we need to change the procedure. Some other items I've thought about is if there is a way for the Help Desk and Admins to view all open tickets. I've also thought about writing a web front end that will get all the open tickets from the DB and display them, but it seems to me this should be a fairly common problem so I'm betting that others have already solved it. Thanks! -- David A. Niblett | email: niblettda(a)gru.net Network Administrator | Phone: (352) 334-3400 Gainesville Regional Utilities | Web: http://www.gru.net/ _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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CC'ing Customer Notifies
by niblettda＠gru.com 13 Oct '03

13 Oct '03

I'm fairly new to OTRS and still learning everything. Right now I have one item that I'm stuck on that I can't seem to find the right way to go about fixing this. Here is my layout: I have X people sitting on a Help Desk. They are 24x7 and migrate in and out through the day. I have Y Admins that support questions from the X people on the Help Desk. Right now the Y Admins are using OTRS to manage problems coming in from the Help Desk. My issue is that if Help Desk person A opens a ticket about not being able to Email otrs.org, Help Desk person B doesn't know anything about this, and they may open a second ticket for the same thing. Likewise if I fix Help Desk person A's issue, then B never knows that it got fixed. I might not be thinking about this correctly, but in this case it seems to me that I want all Notices, Owner changes, etc to be Emailed to a mailing list. I can see how to do this for New tickets and some other items, but I don't see how to send say "New Owner Notices" to a Mailing list. I found the "xxxxxxxCcxxxxx" items in the Default.pm, but not all things support this it seems. As I said, it's entirely possible that this may be a human problem where we need to change the procedure. Some other items I've thought about is if there is a way for the Help Desk and Admins to view all open tickets. I've also thought about writing a web front end that will get all the open tickets from the DB and display them, but it seems to me this should be a fairly common problem so I'm betting that others have already solved it. Thanks! -- David A. Niblett | email: niblettda(a)gru.net Network Administrator | Phone: (352) 334-3400 Gainesville Regional Utilities | Web: http://www.gru.net/

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No "end of line" since upgrade to 1.1.3
by Frederik Questier 13 Oct '03

13 Oct '03

Hi, since I upgraded OTRS from 1.1.1 to 1.1.3, all messages are displayed without any line breaks. The same messages that were in the system before, both those that came in, as those we sended. I tested this in Mozilla 1.4 and Konqueror. I see that the messages are defined as <div class="message"> and in the style section that is defined as: .message { color:#000000;font-size:12px;font-family:monospace, fixed; } In the source the messages are written with line breaks, but without any <BR>, <PRE> or so. What could be wrong? And where should I apply fix? Thanx -- Free University - Free Software ! Vrije Universiteit - Vrije Software ! "The most fundamental way of helping other people, is to teach people how to do things better or how to better their lives. For people who use computers, this means sharing the recipes you use on your computer, in other words the programs you run." Richard Stallman, Free Software Foundation. -- Frederik Questier Onderwijs Service Centrum Vrije Universiteit Brussel http://www.vub.ac.be/OSC http://questier.com

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changing subject and other ticket values
by Wouter Mignon 13 Oct '03

13 Oct '03

Is it possible to change the ticket subject and other values from within the otrs agent interface? This would be handy because sometimes 'customers' don't describe their problem well.

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RE: [otrs] Queueview - exclude AUTO tickets
by Neil Gow 09 Oct '03

09 Oct '03

I think it's getting there. Do I need to add a state 'pending auto', as it does not appear in the lists on the web interface? Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Robert Kehl Sent: 09 October 2003 10:52 To: User questions and discussions about OTRS. Subject: Re: [otrs] Queueview - exclude AUTO tickets On Thursday, October 09, 2003 11:10 AM Neil Gow <ngow(a)vocabulis.co.uk> wrote: > The line: >> $Self->{ViewableStateType} = ['new', 'open', 'pending reminder']; > > made no difference unlocked, pending reminders still appeared. Tried > : >> $Self->{ViewableStateType} = ['new', 'open']; > > and they disappeared, great. But when the pending time was exceeded > they did not reappear in the Queueview? That's the intended behaviour, only 'new' and 'open' tickets are shown now. From Defaults.pm: # PendingAutoStateType # (used for pending states which changed state after reached pending time # see http://yourhost/otrs/index.pl?Action=AdminState -> StateType) $Self->{PendingAutoStateType} = ['pending auto']; A setting of: $Self->{ViewableStateType} = ['new', 'open', 'pending auto']; Should show new, open and 'returning' tickets. hth Robert Kehl _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com) Version: 6.0.524 / Virus Database: 321 - Release Date: 06/10/2003

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