- otrs - OTRS mailing lists

Auto reply from Same Mailbox problem
by ravi shanker 21 Jan '10

21 Jan '10

Hi, With OTRS auto reply we are facing strange problem. we have 4 mailboxes for different businesses,we have auto-reply configured respectively for each mailbox. cases are getting created when mails are sent to this 4 mailboxes,problem is auto response is going for single mailbox for all business ,though different mail are configured at Autresponse<->Queue Is it something to do with SMTP setting where in we have Authenticated User id and Pwd for sending emails. Thanks in advance. Regards Ravi Shankar

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Ticket State on empty answer action....
by magicboiz 21 Jan '10

21 Jan '10

Hi all whenever a I do an "empty answer" to a customer, otrs tries to set the new ticket state to "closed successfully".....is there any way to configure otrs to not try to change it? Thanks in advance. Regards!!!

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Ticket solution time in reports
by Astner Johannes 21 Jan '10

21 Jan '10

Hey community, I want to include the solution time per ticket in the report but I don't know how to do this/if it's possible. If I use the existing reports I only get a date in the solution time field. Office hours should be integrated in the solution time. Johannes

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Notification Tags <OTRS_*
by Steve Yarmie 21 Jan '10

21 Jan '10

Hello, When building Notifications using "<OTRS_*" tags, results for the same tag differs depending on the event generating the Notification, or else they just return empty. This has made it difficult to figure out which tag to use. For example, the following tags all come up blank in a NewTicket Notification: <OTRS_CUSTOMER_DATA_UserFirstname> <OTRS_CUSTOMER_DATA_UserLastname> <OTRS_CUSTOMER_DATA_UserLogin> <OTRS_CUSTOMER_DATA_UserCustomerID> <OTRS_CUSTOMER_DATA_UserEmail> while <OTRS_CUSTOMER_REALNAME> evaluates to the "realname" of the Post Master address, e.g.: "OTRS Help Desk". The very same <CUSTOMER_DATA_* tags return perfect data when the notification type is AddNote (the customer's first name, last name, etc. appear as expected). One would think that tags with names such as "CUSTOMER_DATA_*" that we would be referring to the Customer's information in the database, and the same tags should work consistently regardless of the type of event generating the Notification. Besides the following links, has anyone found more accurate or complete documentation on how to use this high level API with OTRS-2.4.x? http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=186 Many thanks in advance. Steve

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Static or Dynamic database management
by Rabi Pandey 20 Jan '10

20 Jan '10

Hi There, Can anyone tell me what is difference between Static and Dynamic database management in OTRS and when should we switch to Static database management? Thanks for your time. Rab

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OTRS Question
by Zachary Bresee 20 Jan '10

20 Jan '10

All; I have a question, hopefully a simple one. When creating a new ticket, the standard ticket entry form appears. However, entering a customer does not seem to be a simple process. We have many different companies (each of which is entered, with a corresponding contact / user entered for each company). When you click the "customer" link on the ticket page, the list of customers does not appear. You have to enter a "*" in the search field for it to list all companies. Is there a way to replace this link with a drop down that will show all companies (let me know what code to edit or add and which file) and we can choose the contact / company we want to use? Or simply populate the popup box with all stored companies instead of having to enter a * and press search? Any advice would be greatly appreciated. Thanks, Zach

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Re: [otrs] Change Server Name
by Nils Leideck - ITSM 20 Jan '10

20 Jan '10

Hi, On 20.01.2010, at 12:18, Sebastien Bory wrote: > I need to change the name server where is my OTRS application > I just need to change the FQDN in the module Framework::Core? > Or I must do another change ? OTRS actually doesn't need to know the hostname - or better FQDN - to work. But for sending out our predefined notifications, where we used dynamic links, you should exactly change the config option you mentioned. Keep in mind, if your OTRS is behind a proxy you need to put in here the proxy DNS or actually the DNS name where your OTRS is reachable. The DNS name can then be switched to another IP if needed and is in most cases much more user friendly. E.g.: servicedesk.example.tld instead of uxweb01.eu.internal.example.com - or kinds like that. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

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Sorting Tickets
by Christopher Ross 20 Jan '10

20 Jan '10

I am trying to change the way that the Queue is sorted by default (not by clicking the sort button) so that I can see all tickets from a specific Customer ID all together. I saw that if you go into the sysconfig and the Ticket::Frontend::Agent::Ticket::ViewQueue you can change the sort to Age, Priority, Queue, Subject, Ticket & a whole bunch of Free Texts. Is there a way to add the Customer ID option here or is there another way to get what I need by editing the config files. Thanks.

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Re: [otrs] Reply to Auto reply problem
by ravi shanker 20 Jan '10

20 Jan '10

Hi , As mentioned by u there is ticket no. in subject of "Auto-reply" mail.i have enabled references in postmaster module i.e. "PostmasterFollowUpSearchInRefe rences",and also other reference related to this like " PostmasterFollowUpSearchInRaw".still new ticket is created for reply to auto-reply. My Ticket has format like:Ticket#XYZ_123567 Hook=Ticket#XYZ HookDivider=_ i send mail to mailbox with subject and case is created and My Auto reply has format of :Ticket#XYZ_123567 followed by Subject pls help me know where i have to make changes so that new ticket is not created when replied to auto-reply and instead notes to be added for the ticket. Thanks in advance. Ravi Shankar ________________________________ From: ravi shanker <rshanker_ch(a)yahoo.com> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Sun, January 17, 2010 5:39:41 PM Subject: Re: [otrs] Reply to Auto reply problem Hi Nils Leideck, Thank u for quick response. i have a ticket number in the auto-reply subject.as suggested by you i would check feature suggested and post u back. Thanks againRavi Shankar ________________________________ From: Nils Leideck - ITSM <nils.leideck(a)leidex.net> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Sat, January 16, 2010 6:11:28 PM Subject: Re: [otrs] Reply to Auto reply problem Hi, On 16.01.2010, at 12:26, ravi shanker wrote: Problem is when agent/customer replies to "Auto-reply" message of OTRS,another ticket is created.what i'm looking for is,when user/customer mails back i.e."replies to auto-reply",this should be added as notes but not another ticket should be created. do you have a ticket number in the auto-reply subject? In a standard configuration the auto-reply does have the ticket number and if you send an answer back, OTRS is recognizing this number and therefor the answer is added to the existing ticket as an additional article. You could try to use another mechanism to identify an incoming email as follow-up by, which does search in the email references. Go to the OTRS Sysconfig and search for "references". You will be guided to Ticket -> Core::PostMaster and then to PostmasterFollowUpSearchInReferences or you can also try to use PostmasterFollowUpSearchInRaw. ((enjoy)) Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

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Change Server Name
by Sebastien Bory 20 Jan '10

20 Jan '10

Hi all, I need to change the name server where is my OTRS application I just need to change the FQDN in the module Framework::Core? Or I must do another change ? 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 : <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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