- otrs - OTRS mailing lists

Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

36 63

OTRS 5 - Queue ticket escalations
by Henry Combrinck 18 Apr '17

18 Apr '17

Hi all, version: 5.0.17 I'm a confused by what is required to get ticket escalations in our queues. I have configured each queue to have the usual (say 4h) escalations in Admin -> Queues -> Escalation - first response time (minutes), etc. The manual only refers to doing this to get escalations going, however this is not working for me, and I see the intertubes sprinkled with references to setting up a GenericAgent.pm to handle this as well (am I correct in assuming this is for older versions of OTRS?). 1. Is it necessary to use a GenericAgent.pm to action escalations? If so, where do I find samples of doing this? The manual seems to lack this information. Kernel/Config does not have a GenericAgent sample file, nor does Defaults.pm have any examples. 2. If all that is required is the Queue setup in Admin for escalations, how can I debug this to figure out what is failing? 3. I also created a test generic agent job in Admin -> GenericAgent (search all queues for any tickets in any state and with any escalations due for past day), but it always returns 0. otrs.Daemon.pl is running. I'd appreciate any feedback. Thanks Henry

2 2

choose language for answers
by Susan Dittmar 11 Apr '17

11 Apr '17

Dear list, my search ability failed me... We have customers around the world, so our agents would like to choose the language for answers on a case by case basis. As to templates, it's just a matter of adding more of those. But how can I have OTRS make the correct choice as to salutation and signature? Any hints welcome. Thanks in advance, Susan Dittmar

2 2

Statistics module unavailable
by PREF31 OTRS 07 Apr '17

07 Apr '17

Hi, My Statistics module is unavailable for any user or admin. I Have only "Dashboard", "Ticket", "Admin", "Search" I don't know why. Any Idea ? Thanks and regards Claude

1 1

Next ticket state based on Queue?
by Ralf Hildebrandt 06 Apr '17

06 Apr '17

Is is possible to set a "next ticket state" based on the queue the ticket is in? Rationale: In some queues, when we compose an answer, we consider the ticket "closed" (if the solution is not appropriate, the client will answer an re-open the ticket) In other queues, we very often have to ask the customer about data missing on his application form, thus "wait until..." would be a more sensible default. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

2 1

Process-Ticket: Notification after dynamicfield-change with generic agent?
by Julius Haake 24 Mar '17

24 Mar '17

Dear List, I know this should be working, but something is wrong: A generic-Agent event is checking whether a set date (DynamicField Date) is going to be reached within the next 24 hours. If so, the GA will change another dynamicfield ("datereached") from "no" to "yes". Until here everything is working fine, the mentioned DF is changed. I did set a notification to contact all agents ("Date reached") that have the queue in their personal settings. The notification should be fired if the event dynamicfieldupdate_datereached happens with setting "yes". But it doesnt. I already tried using different dynamicfields (listbox, Text), but no notification. I am stuck here. thoughts: a) It is a process-ticket b) The ticket that should be notified is in state Open and is not locked. But it definetely has an owner. Could that be the point? Is there a possibility to enable any form of deeper debugging for the notification-module? I tried enabling net-smtp-debug without any new finding. Any help is highly appreciated! BR Julius

1 0

How to use regex in postamster filter
by Úr Balázs 19 Mar '17

19 Mar '17

Hi, We are trying to use regex in postmaster filter, but is doesn't work. I don't know if is it a bug, or we use it wrongly. We need to automaticaly close a ticket, which body contains a line with word "Closeable". Only this word is allow in the line. Sample email: To: test(a)example.com From: me(a)example.com Subject: This is a test for auto close Closeable Accounted time: 30 min This ticket can be closed. Regex what we are trying to use in postmaster filter: Filter condition: Check email header: Body Look for value: ^Closeable$ Set Email Headers: Set email header: X-OTRS-State Set value: closed successful We tried ^Closeable.*$ but it also doesn't work. ^Closeable works, but this also matches the line "Closeable or not closeable, that is the question...", but this is not allowed by our policy. Can anybody help? Regards, Balázs

3 4

assign <OTRS_CUSTOMER_REALNAME> via api
by Ritchie, Dennis 27 Feb '17

27 Feb '17

We are using the SOAP api to create tickets in OTRS 5.0.10 and it is working fine, the tickets are being created, and all data is being passed over. But when we try to reply to a ticket created via the API, the "TO" in the "Compose Answer popup" is blank and the Salutation shows the Queue Name instead of the customer real name or email address. Even though in the ticket view, it shows that the "From:" field is populated correctly. Ticket Information: From: someone(a)somewhere.invalid To: Misc Subject: Serial number correc [...] Reply information: From: OTRS System <us(a)us.invalid> *To: Cc: Interestingly enough, the auto reply seems to be working OK. From: us To: someone(a)somewhere.invalid Subject: Automatic Reply - Serial number correc [...] What field do we need to supply with the customer information via the API to populate this (it appears to be the <OTRS_CUSTOMER_REALNAME> field that is being used for the salutation, I am not sure what is being used for the "TO" field). Thank You Dennis Ritchie

2 2

OTRS agent Password Policy
by Rose Dowson 27 Feb '17

27 Feb '17

Hi, How do I enforce an agent password policy of say: - length 15 chars - upper/lower case - symbol - change every 90 days - Password History 3 I want to do this for all otrs agents. Does anyone know the solution? Regards,

3 5

suppress automatic notification of agent about mail from that same agent
by Susan Dittmar 24 Feb '17

24 Feb '17

Hi, some of my collegues (OTRS agents) prefer to work on tickets using their prefered mail client instead of the OTRS framework. When doing so, they send a carbon copy to the otrs mail address. Thus their reply is added to the ticket history. OTRS sees this mail (the CC) as an external mail (which it is). Consequently it notifies any involved agent about this incoming external mail. For truely external mails, this notification is exactly what the collegues want. Is it possible to ask OTRS to suppress the notification in case the sender of the external mail and the recipient of the notification are identical? Thanks for any hints, Julius

1 0