- otrs - OTRS mailing lists

OTRS iPhone
by Muhammad El-Sergani 25 Apr '11

25 Apr '11

Hi all, I'm not able to get the iPhone app to work, it's looking for a JSON interface. What's that? -- Thanks and Best Regards, Muhammad El-Sergani.

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Customers - Batch "Add"
by Muhammad El-Sergani 24 Apr '11

24 Apr '11

Hello, Is there a way to add alot of customers, batched all together, instead of one-by-one? Also, could I for one customer, add more than one email address? Thanks and Best Regards, Muhammad El-Sergani.

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Why worry of increasing expenses? Get a better paying job.
by TimesJob 24 Apr '11

24 Apr '11

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OTRS system mail messed up
by Muhammad El-Sergani 24 Apr '11

24 Apr '11

Hello all, I believe there's a time issue with our OTRS installation, as the time is ahead of the server's time by 1 hour. I have the server set @ GMT, and the customer is @ GMT+2... and the email is sent @ GMT+1... Any help? Thanks and Best Regards, Muhammad El-Sergani.

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Re: [otrs] Disable "Ticket Lock"
by Hugh Kelley 24 Apr '11

24 Apr '11

Sorry, allow me to finish that thought. You can turn the lock time down on a per queue basis. Setting the timeout to a very low number causes tickets to unlock very quickly. We keep ours at 15 minutes. Hugh From: Muhammad El-Sergani Sent: Saturday, April 23, 2011 6:51 PM To: Hugh Kelley Cc: otrs(a)otrs.org Subject: Re: Disable "Ticket Lock" I mean like how? :) On Sunday, April 24, 2011, Hugh Kelley <hugh.kelley(a)gmail.com> wrote: > > > > You can set > > From: Muhammad El-Sergani > Sent: Saturday, April 23, 2011 5:02 PM > To: otrs(a)otrs.org > Subject: [otrs] Disable "Ticket Lock" > > Dear all, > Is there a way to disable the "Ticket Lock" feature? I fear it's of no real use to us, at the moment. > > Thanks and Best Regards, > Muhammad El-Sergani. > > -- Thanks and Best Regards, Muhammad El-Sergani.

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Support for Auto-Address-Complete
by Muhammad El-Sergani 24 Apr '11

24 Apr '11

Hi all, I'd like to know if it's possible tat OTRS adds all email addresses to its DB by default. The reason I'm asking is, not all emails we send to, would belong to customers, and hence, when creating a new ticket, or adding more email addresses to a Reply, OTRS wouldn't auto complete, as this email is not assigned to any pre-configured customer. Thanks and Best Regards, Muhammad El-Sergani.

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Customers with multiple mail addresses
by Muhammad El-Sergani 23 Apr '11

23 Apr '11

Hi all, In our case, we deal with customers, that may email us from one or more email address. i.e.: trouble tickets might be opened from emails abc(a)example.com, def(a)example.com and/or support(a)example.com, Example.com being the customer company. Looking into the system, all three emails will have 3 separate CustomerIDs, and thus, will be dealt with as 3 different customers. Could someone help shed some light please? Best Regards, Muhammad El-Sergani.

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Re: [otrs] Disable "Ticket Lock"
by Hugh Kelley 23 Apr '11

23 Apr '11

You can set ------------------------------ From: Muhammad El-Sergani Sent: Saturday, April 23, 2011 5:02 PM To: otrs(a)otrs.org Subject: [otrs] Disable "Ticket Lock" Dear all, Is there a way to disable the "Ticket Lock" feature? I fear it's of no real use to us, at the moment. Thanks and Best Regards, Muhammad El-Sergani.

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Disable "Ticket Lock"
by Muhammad El-Sergani 23 Apr '11

23 Apr '11

Dear all, Is there a way to disable the "Ticket Lock" feature? I fear it's of no real use to us, at the moment. Thanks and Best Regards, Muhammad El-Sergani.

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Re: [otrs] Insert "Sender: <agent_mailadress>" Mailheader in outgoing mails?
by Patrick Cervicek 23 Apr '11

23 Apr '11

On Wed, 20 Apr 2011, Matas wrote: > Hi, > > You can change the sender's name that appears in e-mail at > Ticket -> Core::Ticket -> Ticket::DefineEmailFrom > by making it Agent Name + FromSeparator (which you can set in next field) + > System Address > > After that, e-mail header looks like this: > From: Agent Name via OTRS System <otrs(a)your-domain.com> This looks good, but unfortunately our Lotus Notes Clients only display the mail adress. > I don't think that you can change the e-mail address for each agent > individually. Also, I don't see "Sender:" header in my messages, how is it > different from "From:"? :) Have a look to the Screenshot http://viewstream.com/blog/index.php/2008/06/outdone-by-gmail-and-outlook/ Patrick

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