- otrs - OTRS mailing lists

Help with email configuration and testing
by Eureka63 Bis 17 Jun '09

17 Jun '09

I have the same problem. I successfully connected Outlook Express to my email server (both wth POP3 and IMAP) but I can't to that with OTRS 2.3.4 on Windows. I always get the error message [Wed Jun 17 17:32:07 2009][Error][Kernel::System::MailAccount::IMAP::Fetch][72] IMAP: Can't connect to *<server address>* ** In my log <server address> is the correct IP address of the server, the same used in Outlook Express. What I'm missing?

3 5

Pre define response and auto fill mail id in TO or CC
by Yogesh Desai 17 Jun '09

17 Jun '09

Otrs is working great ( Specially SLA and FAQ ) for me and it's really a best ticketing system. I have couple of response set for the agent . And I have to escalate the ticket to a person only once with pre define response. My question is , can I set the custom mail address in TO or CC for particular response ? Thanks in advance for your help. Thanks, Yogesh

1 0

how can I add new configitem
by imen sahnoun 17 Jun '09

17 Jun '09

In addition of the five existent configitem (computer, hardware, location..), I want to add an other one. So, how can I add a new configitem? thanks

2 1

Change Control - Priority
by Sachin 16 Jun '09

16 Jun '09

Dears, We have implemented OTRS and its working great. We have a requirement wherein we have specified a priority called "Change Control". There are escalations for all the Queues. Is it possible to exclude certain tickets from Escalation, if the priority set on them is "Change Control". How can we do that, if its possible? Thanks & Regards, Sachin.

1 0

[solved]how to suppress ticket in one shot ?
by jaubert＠26.cerfrance.fr 16 Jun '09

16 Jun '09

Thank you a lot for your quick answers, generic agent is a good way Best regards Jerome

1 0

how to suppress ticket in one shot ?
by jaubert＠26.cerfrance.fr 16 Jun '09

16 Jun '09

Hi everybody I installed otrs in order to test it and I already have 2964 tickets open because I used a acount mail user who is receiving automatic mail. So i try to clean otrs up and I would suppress all this tickets in one operation. How can I do this ? Best regards Jerome

3 2

OTRS developer or administrator needed in Brazil
by Ronaldo Richieri 16 Jun '09

16 Jun '09

Hi! We are looking for a OTRS developer or administrator that lives near Rio de Janeiro/Brazil to work with us in project, or a company that can help us in house. Please reply to richieri(a)gmail.com Thanks :-) -- Ronaldo Richieri (15) 8818-2009

1 0

KPI Requirement
by Jason Leonard 16 Jun '09

16 Jun '09

Hi Apologies if this has been asked before. I need a way of extracting the average time to close a ticket over a set period. So let's say I report on the amount of closed tickets over the past week, I will need to add to that what the average time it took to close those tickets. Is this possible? Thank you Jason

1 0

OTRS supported Linux version
by Marchesi Mario 16 Jun '09

16 Jun '09

Hi, please can you tell me if OTRS 2.4 or 2.3.4 is supported on Red Hat enterprise Linux 4.x or 5.x Thank you in advance for your support Regards Mario Internet Email Confidentiality Footer ----------------------------------------------------------------------------------------------------- La presente comunicazione, con le informazioni in essa contenute e ogni documento o file allegato, e' rivolta unicamente alla/e persona/e cui e' indirizzata ed alle altre da questa autorizzata/e a riceverla. Se non siete i destinatari/autorizzati siete avvisati che qualsiasi azione, copia, comunicazione, divulgazione o simili basate sul contenuto di tali informazioni e' vietata e potrebbe essere contro la legge (art. 616 C.P., D.Lgs n. 196/2003 Codice in materia di protezione dei dati personali). Se avete ricevuto questa comunicazione per errore, vi preghiamo di darne immediata notizia al mittente e di distruggere il messaggio originale e ogni file allegato senza farne copia alcuna o riprodurne in alcun modo il contenuto. This e-mail and its attachments are intended for the addressee(s) only and are confidential and/or may contain legally privileged information. If you have received this message by mistake or are not one of the addressees above, you may take no action based on it, and you may not copy or show it to anyone; please reply to this e-mail and point out the error which has occurred. -----------------------------------------------------------------------------------------------------

2 4

change customer ID to first column and create a "Create" buttom at the top of right
by TSE_ SAM 16 Jun '09

16 Jun '09

Sorry for no subject name in initial email. Hello Everyone! I want to set the phone-ticket's first column is "customer ID" and change "customer ID" to "Mobile Phone". And make a new "Create" buttom at the top of right. I haved used much time to found that how to change above setting in admin sysconfig. Hope someone can help me. Thanks a lot. Best Regards, Sam Tse _________________________________________________________________

1 0