- otrs - OTRS mailing lists

reviewing / searching closed tickets (2.4.2)
by Alan McKay 14 Aug '09

14 Aug '09

Hey folks, I don't see any obvious place to review and/or search closed tickets. Neither in "Dashboard" nor "Ticket" Would be nice to have another category within the dashboard, in fact. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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ITSM configuration management (was: backwards priorities)
by Alan McKay 13 Aug '09

13 Aug '09

> Incident and Problem Management and Configuration Management. I see this : http://www.otrs.com/en/products/otrsitsm/configuration-management/ Looks interesting! Thanks for the tip - this may have some of the stuff i've been looking for! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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UTF8
by Rodrigo Correa 13 Aug '09

13 Aug '09

Good afternoon, I have a problem with the configuration of my Default Charset, I have to use the default UTF8 - I am in Brazil. My browser of transmission, the OTRS database collection and the browser is configured to use the default UTF8, but still the characters (from stress) are not identified. OBS.: My mail server, this also using UTF8. _________________________________________________________________ Descubra todas as novidades do novo Internet Explorer 8 http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmail&utm_m…

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Inline Images
by Mikola Rose 13 Aug '09

13 Aug '09

Hello, I cannot seem to get attached images to show up in tickets inline. I don't think that I am misinterpreting the term inline. It does mean viewing attachments such as jpeg and png files inline or alongside said email. I have set Framework -> Core::Web AttachmentDownloadType: inline Am I missing something here? Mik

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backwards priorities
by Alan McKay 13 Aug '09

13 Aug '09

Hi folks, The default OTRS priorities are completely backwards from most systems I've ever used. Usually "P1" is the top priority. If I just rename them all, will anything bad happen. e.g. rename "1 very low" to "5 very high" and so on. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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SOAP
by Hahnefeld Bjoern 13 Aug '09

13 Aug '09

Hello, We want to realize a intregration in PHP-Skripts. It should be possible to create and update companies and users. What must be done? Has everyone a snippet for that? Best regards Björn

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Customer Notifications?
by Matt Reidy 13 Aug '09

13 Aug '09

Hi, I'm in the process of evaluating the latest release of OTRS on a Linux platform and was hoping to have someone explain how something is supposed to work. I've got inbound and outbound email working to the point that Agents an Customers are both notified when a new ticket is created but I also want to let the Customer know when a ticket is closed. I see the list of notifications on the Admin Notification page and that there are several Customer-related including StateUpdate. What I don't understand is how to invoke these notifications to generate an email. Is there a system setting I need to turn on? Is there a setting by Queue? Is it a preference by Customer? I have been able to successfully create a custom notification event for a closed ticket, but that seems like a work-around to a built-in feature that I just don't yet understand. Any guidance is really appreciated. -Matt ________________________________ The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies.

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Bulk/batched actions
by Lev Davidovich 13 Aug '09

13 Aug '09

I had a queue which was wrongly configured and got filled up with messages which should have gone to another queue. So I had to manually transfer each and ever message to the correct queue? Is there a way of batching such actions so that, for example, I could move all those message to the other queue with one action? Thanks

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Customer notification of closed ticket
by David Holder 13 Aug '09

13 Aug '09

Hi Everyone, Does anyone know how to set OTRS so that notifications are automatically sent to a customer when his/her ticket has been closed? I thought this would be done automatically when a ticket is closed and note-external is selected or likewise, but alas it doesn't. Failing that is there a way of setting it up in auto notifications and using a variable such as <OTRS_TICKET_*> Thanks, David

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2.3.4 RHEL5 mail routing to Raw
by Partington, Eric 13 Aug '09

13 Aug '09

Hello list :) I was wondering if there were any suggestions out there as to why mail incoming mail is not routed to the designated queue's. I have set my /etc/mail/virtusertable to @mail domain otrs So I get all mail that is destined for my system After sendmail accepts the mail and sends it to otrs is where I think the problem occurs. I have a number of queues set up A A.1 A.2 B C C.1 C.2 Raw Postmaster I have three email addresses defined: a@domain -> queue A b@domain -> queue B otrs@domain -> queue C When I connect with telnet to the server and send an email to otrs@domain the email is not routed to queue C but to the Raw queue. If I send to any of the other queues then they are also sent to the Raw queue. I have checked that the email address is valid, the queue is vcalid. There are no errors in the logs. It appears that the parsing and moving isnt working. There are no generic agent jobs or filters present on the system. Any ideas ? This system was just migrated from 2.2.6 to 2.3.4 FYI. Eric Partington | Security Monitoring and Compliance | Royal Bank of Canada |T: 416-348-4429 _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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