- otrs - OTRS mailing lists

Reports by agents
by Jesus Rivera 09 Feb '17

09 Feb '17

Good morning, I would like to generate reports on how many tickets an agent makes, but according to our way of working, there is a supervisor who closes the ticket, the problem is that when the ticket is closed, it is left with the owner of the ticket, there will be some form That a person closes a ticket without being left as owner?

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Problem about updating owner in OTRS 5
by Gökhan Öner 09 Feb '17

09 Feb '17

Hi Everyone, I have upgraded from OTRS 4.0.13 to 5.0.16. When i try to update the owner from owner menu, i couldn't find any place to select owner. Everything seems true in SysConfig. The screenshot is attached. Can anyone help me with this issue ? Regards.

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is the external ID visible somewhere
by Hinrich Aue 06 Feb '17

06 Feb '17

Hello, we are using OTRS 5. We are receiving emails from another ticket system, and we want to bundle them by external ticket ID. Is the external ID somewhere visible? First in the database, or also in the ticket itself in the web interface? Hinrich Hinrich Aue Sr. Software Engineer Kofax Development GmbH Wentzinger Strasse 19 79106 Freiburg Germany Tel: +49 761 452 69 57234 Fax: +49 761 452 69 58734 Hinrich.Aue(a)kofax.com blog<http://www.kofax.com/blog/> | twitter<https://twitter.com/Kofax> | linkedin<https://www.linkedin.com/company/kofax> | facebook<https://www.facebook.com/kofax.inc> | talent network<http://www.jobs.net/jobs/Kofax-Inc/join> ________________________________ This communication is only for the use of the intended recipient. It may contain confidential or proprietary information. If you are not the intended recipient or have received this communication in error, please notify the sender via phone and destroy this communication immediately. Kofax Development GmbH Sitz der Gesellschaft: Freiburg i. Brg. Registergericht: Amtsgericht Freiburg i.Br. Registernummer: HRB 7007 Gesch?ftsf?hrer: Bradford Weller, Christian Hefner, Daniel Geiger

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[HOWTO] Fix OTRS compatibility problems with Internet Explorer via Active Directory GPO
by Giovanni Mellini 05 Feb '17

05 Feb '17

Hi list. at following url https://scubarda.wordpress.com/2017/01/21/fix-otrs-compatibility-problems-w… you can find a blog post I wrote on how to fix compatibility problems with OTRS while using Microsoft Internet Explorer. Tested on: - Active Directory Win2008R2 environment - OTRS 4 - Internet Explorer 11 Hope this can be useful Giovanni

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Create Dashboard Widget
by Dimitrakakis Georgios 27 Jan '17

27 Jan '17

Hi, I am trying to find some instructions on how to create a new dashboard widget that will show both the "new" and "open" tickets. For the moment in OTRS there are 2 different dashboard widgets. One for the "new" tickets and another one for the "open". So, how can I create a new one that will combine and show both of them? Thank you for your help! Best regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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Auto Response tags not working?
by Yılmaz Bilgili 25 Jan '17

25 Jan '17

Dear List, I am not sure %100 It was working previously, when a first time customer user (not recorded as customer user in the otrs system) sends a mail to the system, auto response can not resolve user's name from the email. I tried below three tags in the template but it is still put system default email address or display name in to the mail. Examples: Thank you <OTRS_CUSTOMER_REALNAME> Thank you <OTRS_CUSTOMER_From> Thank you <OTRS_CURRENT_UserFirstname> All these variables returns something like below, Thank you helpdesk(a)otrs.com or Thank you Helpdesk instead of Thank you Yilmaz Bilgili --- I am using OTRS 5s on Debian up to date stable system. How can I resolve this? Thanks in advance. Best regards, Yilmaz

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Leftover tables in the OTRS database [5s]
by Ralf Hildebrandt 25 Jan '17

25 Jan '17

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New state after a closed ticket gets a follow-up
by Personal Técnico 20 Jan '17

20 Jan '17

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Remove Filter Attachments Box
by Dimitrakakis Georgios 20 Jan '17

20 Jan '17

Hello! Is it possible to remove the "Filter for Attachments" box for all agents and how? Best regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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Reports by agents
by Jesus Rivera 18 Jan '17

18 Jan '17

Good morning, does anyone know if in the version of other 5.0.11 generate reports by agents or owners? In the option of reports does not allow me to place it in the axes x nor y.

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