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New Message Indicator Question
by Charles R. "Rusty" Thompson 08 Apr '03

08 Apr '03

One of our techs is getting confused. A customer sends in a support request and is assigned a ticket #. The Tech moves it to Tier 1 Queue then replies. Customer replies back, the You Have 1 New Message indicator shows. Tech replies to that... the new message indicator remains. Sometimes I have the new mail indicator even after I've read a message. What trigger makes this message go away? Opening the mailbox, zooming a ticket, replying? We can't seem to figure it out. The tech can never tell when he really has a new message because of this. CT

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can not send email
by Adam Denenberg 07 Apr '03

07 Apr '03

Hello all, I have everything configured and working in OTRS except i can not send mail from the web admin. I am trying to set up autoresponder as well as trying to reply to tickets but nothing happens. I can send email to the system and it shows up in the queue fine, but i can not send any outbound email Anybody know how to try and diagnose this problem? thanks adam

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Installation of OTRS on a Puretec/1&1 Server
by michael.mehl＠web.de 07 Apr '03

07 Apr '03

Hi! Has anybody experiences in installing OTRS on a Puretec or 1&1 Server to which I do *not* have root access? Any answer would be very helpful! Thanks in advance... Michael ______________________________________________________________________________ UNICEF bittet um Spenden fur die Kinder im Irak! Hier online an UNICEF spenden: https://spenden.web.de/unicef/special/?mc=021101

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Probably an easy question, can't find the answer :(
by Aaron Downing 07 Apr '03

07 Apr '03

I am submitting tickets for our technicians and when they are getting mail the system gives the hostname: http://linux.arrowmeas.com/otrs/index.pl?Action=AgentZoom&TicketID=18 Which is the old name of the box when I set it up for everyone. It is now something else and I don't know where to change this address for them to click on. I have everything setup except for this do I need to rebuild in order to change this hostname value? Please let me know if there is code to edit or a mysql DB entry that I can change to make it the correct value. Thank you for reading my question, Aaron <--------Here is the example submitted ticket---------> Hi, There is a new ticket in 'Email Administrator'! Test Customer <aaron(a)*****.com> wrote: <snip> > > I am testing with a mail to check the hostname <snip> http://linux.arrowmeas.com/otrs/index.pl?Action=AgentZoom&TicketID=18 Your OTRS Notification Master

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new feature
by Jon Lawrence 07 Apr '03

07 Apr '03

Hi, We've just started using OTRS - great bit of software thanks. Sometimes it is necessary for us to add a note to a ticket before assigning it to a support person's queue. Is there any way there could be an icon (or something) appear at the top of the ticket to say that there is a note with it. This would make life a lot easier than having to check the history of every new ticket. Regards, Jon Lawrence -- This message has been scanned for viruses and dangerous content by MailScanner and Sophos, and is believed to be clean.

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Trimming the quote in responses
by Moshe Leibovitch (SoftLink) 07 Apr '03

07 Apr '03

Hi, We would like to make a "reply with short quote", meaning that we wish to quote only 20 lines from the customer email. Is there a way of doing it? I think I know how to add it to the code, but first I would like to ask. Moshe

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Re: [otrs] Reverse order of ticket-items in TicketZoomExpand-view
by Martin Edenhofer 07 Apr '03

07 Apr '03

Hi Ralph, On Fri, Apr 04, 2003 at 09:00:48AM +0200, Ralph M?ller wrote: > [...] > @ArticleBox = reverse (@ArticleBox); > [...] Thanks for your feedback. I updated it. :) > Ralph Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 160 Tage bis zum Gäubodenvolksfest! ;-)

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RE: [otrs] Stock Reports
by Erik Mathis - ATL Dunwoody Staff 04 Apr '03

04 Apr '03

Yes, custom reports would be a great help. Especially reporting on agents productivity, and to identify "problem users". Thank You Erik Mathis -----Original Message----- From: Covert, Jake [mailto:jake.covert@eds.com] Sent: Friday, April 04, 2003 10:33 AM To: otrs(a)otrs.org Subject: RE: [otrs] Stock Reports Yes Please! -----Original Message----- From: J M [mailto:john_20_28_2000@yahoo.com] Sent: Friday, April 04, 2003 10:23 AM To: otrs(a)otrs.org Subject: [otrs] Stock Reports Are all the stock reports the one under "Stats" in the admin page? Are there other reports than anyone has built for OTRS? Thanks. _____ Do you Yahoo!? Yahoo! <http://us.rd.yahoo.com/finance/mailsig/*http://tax.yahoo.com> Tax Center - File online, calculators, forms, and more

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RE: [otrs] Stock Reports
by Covert, Jake 04 Apr '03

04 Apr '03

Yes Please! -----Original Message----- From: J M [mailto:john_20_28_2000@yahoo.com] Sent: Friday, April 04, 2003 10:23 AM To: otrs(a)otrs.org Subject: [otrs] Stock Reports Are all the stock reports the one under "Stats" in the admin page? Are there other reports than anyone has built for OTRS? Thanks. _____ Do you Yahoo!? Yahoo! Tax <http://us.rd.yahoo.com/finance/mailsig/*http://tax.yahoo.com> Center - File online, calculators, forms, and more

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Stock Reports
by J M 04 Apr '03

04 Apr '03

Are all the stock reports the one under "Stats" in the admin page? Are there other reports than anyone has built for OTRS? Thanks. --------------------------------- Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more

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