- otrs - OTRS mailing lists

How to configure a notification to let a group of people know that a ticket was closed
by Agustin de Landa Gil 29 Oct '09

29 Oct '09

Hello, I have a question: How can I configure OTRS so that it sends an email to the customer and to a group of people when this ticket is closed. Thanks, Agustín.

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The end (for pending tickets) is near!
by Ove Vogel 29 Oct '09

29 Oct '09

Hi! Hope this is a simple one but I cannot figure out any solution myself. I want to create a reminder ticket for when a certificate expires but the range for the dates seems to be stuck in ancient times. The pending page allows me to set a pending date in the previous century but it would be a bit more meaningful to be able to set it in the future. The range ends 2010-12-31 and my certificate expires in 2012. Any hints how i adjust the range for the dates for pending tickets? Ove Vogel

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Customise Dashboard
by Marretta, Rosanna 29 Oct '09

29 Oct '09

Hi, I need to know how to show extra information on the dashboard, i.e. who owns the call etc.. Can anybody please help? Thanks Rosanna

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Re: [otrs] LDAP authentication problem (Urgent)
by Dejan Miklavcic 29 Oct '09

29 Oct '09

Hi Altarangel, Did you check that all your users have email in AD ? I had similar problems because of lack of emails entered. rgds, Dejan Miklavcic

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Re: [otrs] Bulk action - changing owner
by James Morgan 29 Oct '09

29 Oct '09

What version of OTRS and what browser are you using. You probably shouldn't have a root@localhost user. Initial user while ticket is status new and unlocked is meaningless. James. -----Original Message----- From: Ilya Kornev <feldpost-(a)mail.ru> Sent: Thursday, 29 October 2009 11:53 PM To: otrs <otrs(a)otrs.org> Subject: [otrs] Bulk action - changing owner Hello, I'd like to change the owner of several new tickets (by default they belong to the root@localhost user). When I select them in QueueView, click the Bulk Action button and choose the owner, I receive the following error Error: No TicketID is given! Comment: You need min. one selected Ticket! What am I missing? Regards, Ilya Kornev --------------------------------------------------------------------- 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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Bulk action - changing owner
by Ilya Kornev 29 Oct '09

29 Oct '09

Hello, I'd like to change the owner of several new tickets (by default they belong to the root@localhost user). When I select them in QueueView, click the Bulk Action button and choose the owner, I receive the following error Error: No TicketID is given! Comment: You need min. one selected Ticket! What am I missing? Regards, Ilya Kornev

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Re: [otrs] Triage a ticket
by James Morgan 29 Oct '09

29 Oct '09

Yes, one simple way is to create a queue for your agents to work in and then a triage one for the managers. Don't give the agents permission to work on the triage queue and set the triage queue as default for incoming mail. Then simply get your managers to move tickets into the agent queues as they are triaged. -----Original Message----- From: Keith Meyer <kmeyer(a)crystalink.net> Sent: Thursday, 29 October 2009 5:46 AM To: otrs(a)otrs.org <otrs(a)otrs.org> Subject: [otrs] Triage a ticket Hello, I was wanting to know if there is a way to 'triage' a ticket so it would require a person (manager, supervisor, etc) to approve it before it is sent on to the agents? Thank you, Keith Meyer

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Re: [otrs] Move Tickets that are locked
by James Morgan 29 Oct '09

29 Oct '09

Take ownership, move it, then assign ownership back. -----Original Message----- From: Shue, Daniel G. <DGShue(a)co.randolph.nc.us> Sent: Thursday, 29 October 2009 11:19 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Move Tickets that are locked Thanks for the responses guys! I was looking for a way to leave the owner and the 'lock' with the agent, just move it from my queue, to their queue. The other agent locked the ticket while it was still part of my divisions queue. In other words, I don't want to have to take ownership to move it. Can this be done? Daniel From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Morgan Sent: Thursday, October 29, 2009 1:40 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Move Tickets that are locked Set yourself as the owner of the ticket? James. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shue, Daniel G. Sent: Thursday, 29 October 2009 12:41 PM To: User questions and discussions about OTRS. Subject: [otrs] Move Tickets that are locked I'm trying to move a ticket that is locked/owned by another agent. I have full control to the system, an admin. However, I can't move that locked ticket: Warning: Sorry, you need to be the owner to do this action! Any ideas as to how I can work around this? TIA Daniel ________________________________ This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email. ********************************************************************** This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email.

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Triage a ticket
by Keith Meyer 29 Oct '09

29 Oct '09

Hello, I was wanting to know if there is a way to 'triage' a ticket so it would require a person (manager, supervisor, etc) to approve it before it is sent on to the agents? Thank you, Keith Meyer

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Dashboard: "7 Day Stat" is not working
by Altangerel 29 Oct '09

29 Oct '09

Hi all, I'm using OTRS 2.4.4. The 7 Day Stat panel on the dashboard does not show anything and there is only error report. Unable to load Flash content. The Charts Control requires Flash Player 9.0.45 or higher. You can download the latest version of Flash Player from the Adobe Flash Player Download Center <http://www.adobe.com/go/getflashplayer>. However I've installed adobe flash player on both site server and client, that error message never changed. What is the solution? -- Altangerel Ganbold Watch out you don`t get crushed under somebody else`s wheel of fortune. Stanislaw Jerzy Lec

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