- otrs - OTRS mailing lists

Integration of sender e-mail address on dashboard overview
by Ivan De Masi 15 Apr '10

15 Apr '10

Hello, is it possible to integrate the e-mail address of a sender on the dashboard overview of tickets? It would be nice not only to see the ticket-number and subject of a mail... Thanks! Regards, Ivan

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Change ownership/responsible to read-only user/agent
by Mohd Fariz Bin Hashim 15 Apr '10

15 Apr '10

Hi all, Need some help. My problem is that i cant see read-only user/agent when i want to give ownership/responsible to them. I don't want to use ChangeOwnerToEveryone = yes because this will list out all agent in all group.Is there a way that i can see read-only user/agent and change ownership to them? Thanks. Disclaimer: This e-mail (including any attachments) may contain confidential information. If you are not the intended recipient, you are hereby notified that any review, distribution, printing, copying or use of this e-mail is strictly prohibited. If you have received this e-mail in error, please notify the sender or Universiti Utara Malaysia (UUM) immediately and delete the original message. Opinions, conclusions and other information in this e-mail that do not relate to the official business of UUM and/or its group of companies shall be understood as neither given nor endorsed by UUM and UUM accepts no responsibility for the same. All liability arising from or in connection with computer viruses and/or corrupted e-mails is excluded to the fullest extent permitted by law.

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Next Ticket State
by Porter, Tonee 15 Apr '10

15 Apr '10

How do I limit the states available to the user when a ticket is submitted? Example: I want all new tickets to go to the submitted state. I need to find how to create date fields and I do not find this info in the admin manual. Thank you for your help. Tonee Porter ----------------------------------------- CONFIDENTIALITY NOTICE: This electronic message transmission is intended only for the person or the entity to which it is addressed and may contain information that is privileged, confidential or otherwise protected from disclosure. If you have received this transmission, but are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or use of the contents of this information is strictly prohibited. If you have received this e-mail in error, please contact the sender of the e-mail and destroy the original message and all copies.

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"Follow up rejected" strange behaviour
by CARNINO Daniele (FIAT ITEM) 15 Apr '10

15 Apr '10

Hello all, I have a bothering problem on all my OTRS servers: when someone other than the original customer replies to a closed ticket in a queue with follow-up set to reject, an automatic response is sent to both the original customer and the person who wrote the rejected follow up. But this response gets never delivered, neither to the original customer, nor to the followupper and an error is logged: Can't send to 'john.doe(a)domain.com'<mailto:'john.doe(a)domain.com'>: 550sorry, I don't accept bounce messages with more than one recipient. Go read RFC2821. (#5.7.1) My question is: why a follow-up-rejected message is treated like a bounce message by the SMTP? There's a way to get the message delivered to both users? Cheers, d. Daniele Carnino Tech. Architecture Specialist @ FIAT ITEM S.p.A. Block 1, 5th Floor, Room 533 Corso Ferrucci, 112/A - 10138 Torino - Italy Phone: +39 011 00 58 107 Mobile: +39 335 635 06 40 Fax: +39 011 00 57 525 SkypeId: cardanico69 P Please consider the environment before printing this mail note

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run bash command and script
by Ayhan Hacıoğlu 15 Apr '10

15 Apr '10

hi all i have one question, how i can run bash command by otrs postmaster filter? thanx

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Sort of ticket : how to identify phone tickets?
by Martignier, Philippe 15 Apr '10

15 Apr '10

Hi there, An important question, is there a way to identify phone tickets against email tickets or automatic tickets generated by incoming emails? I saw nothing Any help very welcomed. Cheers Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Requests for index.pl fail with error message "Illegal division by zero"
by Marc Belej 15 Apr '10

15 Apr '10

I activated and deactivated the Fontend::NotifyModule##5-Ticket:TicketEscalation module and now OTRS fails with the message Illegal division by zero at ../..//Kernel/System/Ticket.pm line 2103. I have got the system up and running again by commenting lines 2103 to 2107 in /Kernel/System/Ticket.pm which are: #my $Reached # = 100 - ( $WorkingTime / ( $Escalation{ $Map{$Key} . 'Time' } * 60 / 100 ) ); #if ( $Reached >= $Escalation{ $Map{$Key} . 'Notify' } ) { # $Data{ $Map{$Key} . 'TimeNotification' } = 1; #} Any ideas what's gone wrong and how to fix it without cutting out bits of the ticket module? Regards, Marc

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priority update notification
by Ilya Kornev 15 Apr '10

15 Apr '10

Hi, I'm trying to get OTRS send notifications to the ticket owner if the ticket priority has been updated to state 'high' or 'very high' by customers/agents. I played with different settings in the Notifications(event) window, but to no avail. After changing the priority in TicketZoom->Priority by the agent, nothing is sent and I don't see anything like SendAgentNotification in History. Other notifications based on events are being sent perfectly, so the problem is not with the email settings. The only idea I have is that I switched off adding notes as well as other fields in the ViewPriority except selecting the next priority. Maybe the PriorityUpdate notification is triggered only by adding a corresponding note?

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about Notifications
by Jesus Olivan 14 Apr '10

14 Apr '10

hi! i'm new to otrs and i've installed OTRS::ITSM 1.3 with some add-ons. After configure some queues i need otrs to simule next behaviour: - After 30 minutes of opening a ticket, i need otrs to send a notification via email to servicedesk manager now and every 30 mins. only if this ticket remains unassigned. - When ticket is assigned, i need otrs to send email notification after 2 hours of inactivity and every hour if it remains without any activity. - Send an email notification to customer one time every day. I've read otrs admin doc, but i didn't find any way to do exactly this. Can u help me plz? Thanks! Att Jesús Oliván Peracho SERVICE DESK DEPARTMENT Telf. 902 20 22 23 (Opción 1) soporte(a)nexica.com ----------------------------------------------- nexicaº your IT value Oficinas e Internet Data Center: Acero, 30-32, 1º 4ª. 08038 Barcelona Telf. 902 20 22 23 - Fax 93 265 90 31 www.nexica.com<http://www.nexica.com/> Este correo electrónico y cualquier fichero anexo al mismo, contiene información confidencial dirigida exclusivamente a su destinatario o destinatarios. Queda prohibida su divulgación, copia o distribución a terceros sin la previa autorización escrita a Nexica. En el caso de haber recibido este correo electrónico por error, se ruega notifíquese inmediatamente esta circunstancia mediante reenvío a la dirección electrónica del remitente. RESPETEMOS EL MEDIO AMBIENTE: Antes de imprimir este e-mail, piense bien si es necesario hacerlo. El medio ambiente es cosa de todos.

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Users and service
by Ivo Veseli 14 Apr '10

14 Apr '10

Hello, Is it possible to assign a service to an agent(user)? Agents have to create a phone or email tickets, so they have to be able to select a service. Thanks, Iveseli

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