- otrs - OTRS mailing lists

Auto rejecting a call
by Marretta, Rosanna 11 Jan '10

11 Jan '10

Hi, Is there anyway we can auto reject a call, i.e. if it contained something in the body of the email? We would like the system to reject the call and send an auto response back to the user telling them that its been rejected. Thanks, Rosanna

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Handling fewer agents on weekends
by Luís Gomes 11 Jan '10

11 Jan '10

Hello, New otrs user question: What would it be the best solution with OTRS to handle weekends where there are fewer agents. How to handle their tickets if they get replies? Thanks

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New 'closed' state, but display it as 'open' to the Customer.
by Stein Erik Berget 11 Jan '10

11 Jan '10

I've added a new state to OTRS namely 'open awaiting change' with the state type of 'closed. This to not have it 'destroy' the queue views and escalation displays. But in the 'Customer' interface I would like to have this state being displayed as an 'open' state. Is this at all possible to do? Any clues/hints/advice are welcome! I hope you all have a fantastic day! -- Stein Erik

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redirect customer user homepage
by Alessandro d'Ambrosio 11 Jan '10

11 Jan '10

Hi, I would like to redirect the customer user login page (http://mydomain/otrs/customer.pl) to another as http://mydomain to avoid that customer users type the full link. I've tried to edit the httpd.conf file but it doesn't work.. Maybe not correctly J How can I do? Thanks Ale

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Problem in Ticket Escalation via Generic Agent
by Arpit2 G 11 Jan '10

11 Jan '10

Hello Everyone, I am trying to use generic agent via web-interface for escalating ticket from 1st level queue to 2nd level. Tickets are getting escalated but I am facing one issue here. After the ticket has been escalated, that ticket is no more visible in "My Tickets" section of Customer web-interface. Can anybody please guide me what is the mistake here. Thanks in advance Regards Arpit Gupta =====-----=====-----===== 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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Need help with Zenoss/SystemMonitoring implementation.
by Gerrit Tamboer 11 Jan '10

11 Jan '10

Hey! I need some help with SystemMonitoring. At our company we use both Nagios (wich works perfectly with systemmonitoring module) and Zenoss. I need help implementing Zenoss with the SystemMonitoring module. Does anyone have any experience implementing Zenoss? Thanks in advance! Regards, - G.

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Re: [otrs] How to sort tickets by (last article) time
by Martignier, Philippe 11 Jan '10

11 Jan '10

+1 I second that, I need to filter by last modified date ... and we just got that "Age" date that is not really useful (in customer point of view) Any feedback welcome too !!! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 11. janvier 2010 07:33 To: otrs(a)otrs.org Subject: otrs Digest, Vol 16, Issue 40 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: How can i search for a Ticket-Title? (ml ml) 2. Re: How to sort tickets by (last article) time (ml ml) 3. best way to force customer's username equal to email address (support(a)sjobeck.com) 4. Re: Name of the owner instead of user-id in Customer "My Tickets" (Arpit2 G) 5. Re: Problem in Ticket Escalation via Generic Agent (Arpit2 G) 6. Re: Problem in Ticket Escalation via Generic Agent (Arpit2 G) ---------------------------------------------------------------------- Message: 1 Date: Sun, 10 Jan 2010 15:33:03 +0100 From: ml ml <mliebherr99(a)googlemail.com> Subject: Re: [otrs] How can i search for a Ticket-Title? To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <bae225f1001100633n44af2af9u7cfb335d46308671(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Hey Alexander, indeed! How could i possibly miss that? :) Thanks!!!!!! Mario On Thu, Jan 7, 2010 at 2:14 PM, Alexander Halle <ahalle-otrs(a)radprax.de> wrote: > ml ml wrote : >> >> How can i search for a ticket title (not the subject)? > > Hello Mario, > > I have search fields for both in AgentTicketSearch : > > --- Ticket# and CustomerID --- > Ticket# > Title > CustomerID > Customer User Login > > --- Fulltext-Search in Article --- > From > To > Cc > Subject > Text > > Is that what you're looking for ? > > Regards > > Alexander > > -- > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > Bergstr. 7 - 9, 42105 Wuppertal, > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate > Tewaag > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, ?DE 814559152 > Web: http://www.radprax.de > > > --------------------------------------------------------------------- > 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/ > ------------------------------ Message: 2 Date: Sun, 10 Jan 2010 15:33:33 +0100 From: ml ml <mliebherr99(a)googlemail.com> Subject: Re: [otrs] How to sort tickets by (last article) time To: otrs(a)otrs.org Message-ID: <bae225f1001100633l3c402f0and72158b6f1e8ede3(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 anyone? :-| On Thu, Jan 7, 2010 at 10:29 AM, ml ml <mliebherr99(a)googlemail.com> wrote: > Hello List, > > by default the Tickets get sorted by creation time. This is not very > useful if i have a big ticket where i have a regular reply from the > customer. Then my ticket is the "oldest" one, but the most "active" > ticket. > > Can i sort the tickets by the last Article time or something? > > Thanks, > Mario > ------------------------------ Message: 3 Date: Sun, 10 Jan 2010 12:25:24 -0800 From: <support(a)sjobeck.com> Subject: [otrs] best way to force customer's username equal to email address To: <otrs(a)otrs.org> Message-ID: <B74511B06DDF514399346C759139F03BCA0194(a)roma.sjobeck.com> Content-Type: text/plain; charset="iso-8859-1" Hi, All, I want to force all client's usernames to be their email address. I know it is possible to do in OTRS, but before I dig in, I wanted to check with all of your to see if any one else had undertaken this & how they found was the best way to go. We could customize the CustomerFrontEnd, we could fire off a PreModule, we could do something inside SQL, we could run a cronjob to check it (& change it) nightly, we could do a lot of things, but, again, I wanted to see what others had done to accomplish this. I think this might be a nicety that the entire community could use. Thanks so much. Jason Sj?beck

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Re: [otrs] 2.4.5. : LDAP connection and é becomes Â(c)
by Michiel Beijen 11 Jan '10

11 Jan '10

Hi Philippe, Can you please supply some more information? * What character set is OTRS running using? * What character set is your LDAP directory using? * What kind of LDAP source are you using? We just addressed bug 4718 last week which might be of influence to you, depending on your setup: http://bugs.otrs.org/show_bug.cgi?id=4718 This bug will be addressed in OTRS 2.4.6. Kindest regards, -- Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann 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! http://bit.ly/4qLvqm On Thu, Jan 7, 2010 at 9:12 AM, Martignier, Philippe <philippe.martignier(a)wipo.int> wrote: > Hi there, > > > > My users are on another database, linked via LDAP connection > > > > Users with é (or accents) become strange when imported into OTRS (for é it > becomes Â©) > > > > All texts, subjects and other fields with accents are correctly replicated > in OTRS (text from email è text in the ticket = ok, …) > > > > So it is linked to the way the database fields are imported via this LDAP > connection … > > > > Any idea ? > > > > Thanks in advance > > > > Have a nice day > > > > Philippe > > > > Philippe Martignier > > Communications Division > > Customer Service Section > > Email : Philippe.Martignier(a)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. > > --------------------------------------------------------------------- > 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] Name of the owner instead of user-id in Customer "My Tickets"
by Arpit2 G 11 Jan '10

11 Jan '10

Hello Everyone, Any idea on following problem, Any suggestions: Hello Everyone, I want to display Name of the Owner instead of user-id under "My Tickets" in Customer Web Interface. I have changed this in agent section via editing the respective ".dtl" file. I tried to edit "CustomerStatusView.dtl" but no luck. Please guide me how can i make this change. Regards AG =====-----=====-----===== 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

1 0

best way to force customer's username equal to email address
by support＠sjobeck.com 10 Jan '10

10 Jan '10

Hi, All, I want to force all client's usernames to be their email address. I know it is possible to do in OTRS, but before I dig in, I wanted to check with all of your to see if any one else had undertaken this & how they found was the best way to go. We could customize the CustomerFrontEnd, we could fire off a PreModule, we could do something inside SQL, we could run a cronjob to check it (& change it) nightly, we could do a lot of things, but, again, I wanted to see what others had done to accomplish this. I think this might be a nicety that the entire community could use. Thanks so much. Jason Sjöbeck

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