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Re: [otrs] Difference betwen owner and responsible
by Leonardo Certuche 22 Jan '10

22 Jan '10

Hi Sébastien, More than an ITIL thing, I believe it's OTRS specific. You own the ticket when you lock it to yourself or when someone makes you the owner of the ticket. About responsible, the following link explans it: http://doc.otrs.org/2.4/en/html/c1731.html It might help also reading the features list: http://otrs.org/2.4/features/which explain also some aspects of ownership and responsibility Greetings, Leonardo Certuche On Fri, Jan 22, 2010 at 4:41 AM, Sebastien Bory <s.bory(a)groupenci.com>wrote: > Hi all > > I need more information and explain for the difference between the owner > Ticket and the responsible Ticket > > The owner see a ticket in his queue and can do everything? But he > responsible? > > If you have some link about ITIL for the owner and responsible ticket > > > > Thanks > > * * > > *Sébastien Bory > *Administrateur réseaux > *NCI-les centres d'affaires* > *Bienvenue chez vous - Just welcome !* > 59 Rue des Petits Champs 75001 Paris > Tel 33(0) 1 73 77 53 41 > Fax 33(0) 1 73 77 55 56 > Port: 33(0) 6 78 93 28 66 > Mail :s.bory@groupenci.com <sb(a)groupenci.com> > Web: www.groupenci.com > > > > [image: cid:image001.gif@01C9F35E.16F7E530] > > *Ce message et toutes les pièces jointes sont établis a l'intention > exclusive de ses destinataires et sont confidentiels. Si vous recevez ce > message par erreur, merci de le détruire et d'en avertir immédiatement > l'expéditeur. Toute utilisation de ce message non conforme à sa destination, > toute diffusion ou toute publication, totale ou partielle, est interdite, > sauf autorisation expresse. L'internet ne permettant pas d'assurer > l'intégrité de ce message, NCI décline toute responsabilité au titre de ce > message, dans l'hypothèse ou il aurait été modifié. **This message and any > attachments are intended solely for the addressees and is confidential. If > you receive this message in error, please delete it and immediately notify > the sender. Any use not in accord with its purpose, any dissemination or > disclosure, either whole or partial, is prohibited except formal approval. > The internet can not guarantee the integrity of this message. NCI shall not > therefore be liable for the message if modified.* > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

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how to map the Queues with different services
by Ramana Chary 22 Jan '10

22 Jan '10

how to map the Queues with different services

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How to delete CI's
by Arpit2 G 22 Jan '10

22 Jan '10

Hello Everyone, I have completed the testing of OTRS in my environment, now i want to delete the CI's and Tickets from System. for tickets i guess we can delete them by Generic Agent, Please guide me how to delete the CI's. Regards A G =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Re: [otrs] Can we hide the list of services front end customer login
by Ramana Chary 22 Jan '10

22 Jan '10

Can we hide the list of services front end customer login and able to see all service's Agent login. for example: i have created 5 service's in that each service created sub-services. here from customer login -- only they can mail services list i want to hide the sub-services's list. can any one provide the solutions. On Fri, Jan 22, 2010 at 7:36 PM, <Jan.Dreyer(a)bertelsmann.de> wrote: > *Hi Ramana,* > ** > *not the queues but the customers are mapped to services.* > > Gruß > Jan Dreyer > > > ------------------------------ > *Von:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *Im Auftrag > von *Ramana Chary > *Gesendet:* Freitag, 22. Januar 2010 14:30 > *An:* User questions and discussions about OTRS. > *Betreff:* [otrs] how to map the Queues with different services > > how to map the Queues with different services > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

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Re: [otrs] SIMPLY QUESTION
by Reto Müller 22 Jan '10

22 Jan '10

Am 22.01.10 14:24, schrieb Sebastien Bory: > > Hi all > > I need for some agent, the can access to customer icon, to modify or > create the customer record, but I forget where I can modify that. > > Today I create a group "commercial" with 3 agent but when they login > they doesn't have the customer icons > > Can you help me ? > > thanks > > Cordialement > > * * > > *Sébastien Bory > *Administrateur réseaux > *NCI-les centres d'affaires* > *Bienvenue chez vous - Just welcome !* > 59 Rue des Petits Champs 75001 Paris > Tel 33(0) 1 73 77 53 41 > Fax 33(0) 1 73 77 55 56 > Port: 33(0) 6 78 93 28 66 > Mail :s.bory@groupenci.com <mailto:sb@groupenci.com> > Web: www.groupenci.com <http://www.groupenci.com/> > > cid:image001.gif@01C9F35E.16F7E530 > > /Ce message et toutes les pièces jointes sont établis a l'intention > exclusive de ses destinataires et sont confidentiels. Si vous recevez > ce message par erreur, merci de le détruire et d'en avertir > immédiatement l'expéditeur. Toute utilisation de ce message non > conforme à sa destination, toute diffusion ou toute publication, > totale ou partielle, est interdite, sauf autorisation expresse. > L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI > décline toute responsabilité au titre de ce message, dans l'hypothèse > ou il aurait été modifié. //This message and any attachments are > intended solely for the addressees and is confidential. If you receive > this message in error, please delete it and immediately notify the > sender. Any use not in accord with its purpose, any dissemination or > disclosure, either whole or partial, is prohibited except formal > approval. The internet can not guarantee the integrity of this > message. NCI shall not therefore be liable for the message if modified./ > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ you need to put the created agents into the otrs group users by giving them appropriate rights. You can manage user and groups in the admin panel. kind regards Reto

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Re: [otrs] SIMPLY QUESTION
by Marco Vannini 22 Jan '10

22 Jan '10

sysconfig Frontend::Agent::NavBarModule<http://otrs.h3g.it/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysCo…> ? 2010/1/22 Sebastien Bory <s.bory(a)groupenci.com> > Hi all > > > > I need for some agent, the can access to customer icon, to modify or create > the customer record, but I forget where I can modify that. > > Today I create a group “commercial” with 3 agent but when they login they > doesn’t have the customer icons > > Can you help me ? > > thanks > > > > Cordialement > > * * > > *Sébastien Bory > *Administrateur réseaux > *NCI-les centres d'affaires* > *Bienvenue chez vous - Just welcome !* > 59 Rue des Petits Champs 75001 Paris > Tel 33(0) 1 73 77 53 41 > Fax 33(0) 1 73 77 55 56 > Port: 33(0) 6 78 93 28 66 > Mail :s.bory@groupenci.com <sb(a)groupenci.com> > Web: www.groupenci.com > > > > [image: cid:image001.gif@01C9F35E.16F7E530] > > *Ce message et toutes les pièces jointes sont établis a l'intention > exclusive de ses destinataires et sont confidentiels. Si vous recevez ce > message par erreur, merci de le détruire et d'en avertir immédiatement > l'expéditeur. Toute utilisation de ce message non conforme à sa destination, > toute diffusion ou toute publication, totale ou partielle, est interdite, > sauf autorisation expresse. L'internet ne permettant pas d'assurer > l'intégrité de ce message, NCI décline toute responsabilité au titre de ce > message, dans l'hypothèse ou il aurait été modifié. **This message and any > attachments are intended solely for the addressees and is confidential. If > you receive this message in error, please delete it and immediately notify > the sender. Any use not in accord with its purpose, any dissemination or > disclosure, either whole or partial, is prohibited except formal approval. > The internet can not guarantee the integrity of this message. NCI shall not > therefore be liable for the message if modified.* > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

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Re: [otrs] Cron jobs : what to change to make the refresh quickier?
by Martignier, Philippe 22 Jan '10

22 Jan '10

Thanks for your quick responses! As our transfer is a bit complex than explained (users still want to keep messages in outlook, yes they do like a parallel work at the moment), I will try the Florian solution. So if I understand right we have to move the comments and place 3 or 5 instead the 10 ... Do you know if the fact that changing that parameter can interfer with other cron jobs ? Any side effects? Many thanks 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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attachments in closed tickets..
by Sarper SARIDAL 22 Jan '10

22 Jan '10

Hi again, When i close a ticket , i add an attachment to the customer. The customer can not receive it in e-mail. The e-mail goes without the attachment. But it works when a customer opens a ticket with an attachment the agent can receive tha attachment within e-mail as well. So it should be possible. Does anyone has an idea from the mailing group or from otrs developers.. Should i give up trying? Please someone answer :) Sarper

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SIMPLY QUESTION
by Sebastien Bory 22 Jan '10

22 Jan '10

Hi all I need for some agent, the can access to customer icon, to modify or create the customer record, but I forget where I can modify that. Today I create a group commercial with 3 agent but when they login they doesnt have the customer icons Can you help me ? thanks Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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ticket not see on customer interface
by Sebastien Bory 22 Jan '10

22 Jan '10

Dear all, When a agent create a ticket via phone ticket, the customer dont see this request on the web interfaces (http://mysites.com/otrs/customer.pl) It is normal or I have forget something ? Thanks for your help Best regards Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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