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Bitte um g2 Meeting
by Mathias Waack 30 Jan '20

30 Jan '20

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Plugin to return ticket to "previous Owner"?
by Ralf Hildebrandt 16 Jan '20

16 Jan '20

Is tehre a simple -- one click -- way of returning a ticket to the previous owner? Maybe via a plugin? Ralf Hildebrandt Charité - Universitätsmedizin Berlin Geschäftsbereich IT | Abteilung Netzwerk Campus Benjamin Franklin (CBF) Haus I | 1. OG | Raum 105 Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 ralf.hildebrandt(a)charite.de https://www.charite.de

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Re: [otrs] [RESOLVED] Change priority by founding a keyword in text part of a new article ?
by JAOUEN Egareg 16 Jan '20

16 Jan '20

Hi, Thank you for your answer. I didn’t even notice the “body” item in ‘search header field’ list… So I tried it out and it worked ! But it worked regardless if it is a new ticket or a new article in existing ticket. As I made tests on Postmaster Filter with another keyword, I tried it on Generic Agent and I saw that “#high” keyword is working where “[high]” keyword is not working. So, with your help, I resolved my case. I only use Generic Agent on CreateTicket with keyword “#high” in the subject or the body of the incoming email to set priority to the maximum value. Thanks, Egareg JAOUEN De : otrs [mailto:otrs-bounces@lists.otrs.org] De la part de Alvaro Cordero Envoyé : Mercʼher 15 Genver 2020 15:33 À : User questions and discussions about OTRS. <otrs(a)lists.otrs.org> Objet : Re: [otrs] Change priority by founding a keyword in text part of a new article ? I think that works well with the postmaster Filters, there is an example in the Admin Manual, You can use a regular expression in the Filter to find the value you are looking for and then you can either use what you found to be set into a field (dynamicField), etc or having found the value, set attributes into tickets such as SLA, Service, Priority etc. Regards El mié., 15 ene. 2020 a las 2:46, JAOUEN Egareg (<egareg.jaouen(a)elitt.com<mailto:egareg.jaouen@elitt.com>>) escribió: Hi all, My agents would like to know if it is possible to use a keyword in the text of an email to create a new ticket with high priority. For the moment, all the new tickets have the default priority set on creation. But some customers want to have a way to notify a kind of priority/gravity. Is it possible to use a template email or a keyword and configure the OTRS behavior to set the priority to a high level where the keyword is found in the email body ? I tried with the Generic Agent and set the parameters as follow : - Event Base Execution (single ticket) : Ticket – TicketCreate - Select Tickets : Text = #high# - Update/Add Ticket Attributes : Set new priority = 5 very high I sent some emails to test that and I can see in the log that the generic agent is well launched after each email reception, but the priority is not set to 5 – very high, despite the search of the #high# keyword brings me all the new tickets I sent for test. The priority remains on the default value. Can anyone help me ? Egareg JAOUEN --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs -- Alvaro Cordero Retana Consultor de Tecnologias Tel: 22585757 ext 123 Email: alvaro(a)gridshield.net<mailto:alvaro@gridshield.net> [Image supprimée par l'expéditeur.]

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create two tickets instead of one
by Christoph Litauer 15 Jan '20

15 Jan '20

Hi, using 5.0.39. When someone sends a request to 2 mail addresses connected to PostMaster Mail Accounts, otrs creates only one ticket in one queue. As the request must be handled by two different teams in different ways I need to be created a new ticket for each mail address in the corresponding queue. Is it possible? -- Kind regards Christoph _________________________________________ Uni Koblenz, Computing Centre, Office A 022 Postfach 201602, 56016 Koblenz Fon: +49 261 287-1311, Fax: -100 1311

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Change priority by founding a keyword in text part of a new article ?
by JAOUEN Egareg 15 Jan '20

15 Jan '20

Hi all, My agents would like to know if it is possible to use a keyword in the text of an email to create a new ticket with high priority. For the moment, all the new tickets have the default priority set on creation. But some customers want to have a way to notify a kind of priority/gravity. Is it possible to use a template email or a keyword and configure the OTRS behavior to set the priority to a high level where the keyword is found in the email body ? I tried with the Generic Agent and set the parameters as follow : - Event Base Execution (single ticket) : Ticket – TicketCreate - Select Tickets : Text = #high# - Update/Add Ticket Attributes : Set new priority = 5 very high I sent some emails to test that and I can see in the log that the generic agent is well launched after each email reception, but the priority is not set to 5 – very high, despite the search of the #high# keyword brings me all the new tickets I sent for test. The priority remains on the default value. Can anyone help me ? Egareg JAOUEN

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Bulk actions on free text/dynamic fields ?
by JAOUEN Egareg 15 Jan '20

15 Jan '20

Hi all, Is there a way to authorize bulk actions on ticket free text or dynamic fields ? I added a field “deliveryRevision” and I would like my agents are able to change the value of this field in bulk action screen along side to change state from ‘open’ to ‘close successful’. I didn’t see where I can configure that behavior in the system conf pages. Can anyone help me ? Egareg JAOUEN

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Agent Activity
by Nick Bright 14 Jan '20

14 Jan '20

Is there a way to use the Reports/Statistics module to create a report that would show Agent Activity (activity being notes, phone calls, emails), this would work along side a report for "Tickets Closed by Agent" to gauge performance metrics for our agents. Suggestions appreciated! Thanks, -- --------------- Email Signature Nick Bright - VICE PRESIDENT OF TECHNOLOGY P: 888.332.1616 W: valnet.net <https://valnet.net> F: Facebook <https://www.facebook.com/ValnetISP/> This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

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Survey Module - Only one?
by Nick Bright 08 Jan '20

08 Jan '20

I've configured two surveys for two different queues in order to send a followup "How did we do?" survey to customers. However, the Survey module seems to only allow one item to be set as Master. This seems a bit restrictive; it should allow one Master per queue. Is there any way to allow the system to send a survey per-queue? -- --------------- Email Signature Nick Bright - VICE PRESIDENT OF TECHNOLOGY P: 888.332.1616 W: valnet.net <https://valnet.net> F: Facebook <https://www.facebook.com/ValnetISP/> This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

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OTRS-6: Ticket with 122 articles causes cgi 100% CPU and unresponsive
by Jeff Johnson 06 Jan '20

06 Jan '20

Greetings, I have (had) a well functioning OTRS6 system until a ticket hit 120+ articles. Now when that ticket is opened by an agent the browser becomes unresponsive and the server otrs/cgi process hits 100% CPU and stays there. Ver: 6.0.11 OS: CentOS 7.7 x86_64, Apache2, mod_perl DB: mariadb Host: 4CPU(2.4GHz) 12GB RAM VMWare VM on quad socket Opteron host. SSD storage. Backend mail: IMAP In an attempt to fix this I have archived many old closed tickets. Optimized the tables in mariadb, used mod_perl. Even tried dialing down Ticket::Frontend::MaxArticlesPerPage and Ticket::Frontend::MaxArticlesZoomExpand down to 10 in hopes of limiting the amount of articles opened or indexed when the ticket was zoomed (or looked at from agent view). None of that worked. Throwing hardware (cores, ram) doesn't fix it. Do I split the ticket? Is there a setting where it won't try and open all 122 articles just to display the most recent article? Thanks!

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[storage04] The reconnection of VPN profile [vpn242] on storage03 has failed
by Mathias Waack 23 Dec '19

23 Dec '19

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