- otrs - OTRS mailing lists

automatic mail distribution for OTRS
by Karlos Jelez 27 May '09

27 May '09

Hi List, I always have used OTRS as it is: every user agent click on a new ticket to send a response and become the owner of that ticket. I would like to know if there is a way to assign automaticaly new tickets to user agents some like a round robin sequence or to a idle agent like PBX systems at a call centers. All help is appreciated. Thanks in advance Karlos

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Upgrading OTRS 2.2.7 to 2.3.4 on Windows Server 2003
by Justin Holt 26 May '09

26 May '09

Hi all, I'm sure something of this nature has been posted before, I just don't know how you can manage to sort through all posts and mail to find it. But what is the best method to upgrade from one version to the other on windows? In the documentation it mentions an Upgrade file but I know in windows all I have is the .exe file. One other quick question if you have the time: What is also the easiest way to make it so a user can email otrs@(insert domain here) and make it show up in our queue of work orders? Thanks a lot! Justin Holt Town of Vernon IT Intern

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Re: [otrs] show all tickets to the agents. (Leonardo Certuche)
by aman 26 May '09

26 May '09

hi Leonardo, i don't want to get rid of the locking feature, just want to show all the tickets(even the owner is assigned to a ticket, locked) in the queue frontend by default. In my current system it is possible only when owner will Unlock that ticket, then it will be visible to other agents. in Short i want All Tickets:XX should be the default view. (in Preferences i have selected My Queues:queue_name). thanks in advance. On Tue, May 26, 2009 at 5:23 AM, <otrs-request(a)otrs.org> wrote: > 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: Editing ticket body (Maurice James) > 2. Re: Editing ticket body (Afshar Mohebbi) > 3. Re: Editing ticket body (Maurice James) > 4. Re: notification to sender of ticket, if his ticket was > closed. (Leonardo Certuche) > 5. Re: show all tickets to the agents. (Leonardo Certuche) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 25 May 2009 09:23:10 -0400 > From: "Maurice James" <midnightsteel(a)msn.com> > Subject: Re: [otrs] Editing ticket body > To: "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> > Message-ID: <BAY107-DS6E3CE1E99B75D42460798B2550(a)phx.gbl> > Content-Type: text/plain; charset="utf-8" > > You have to edit the ticket article through the database once it is > created > > > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Afshar Mohebbi > Sent: Sunday, May 24, 2009 6:49 AM > To: User questions and discussions about OTRS. > Subject: [otrs] Editing ticket body > > > > Hi, > > Why body of a new ticket is not editable just after creation? There maybe a > mis-spelling or any other text that customer or agents want to correct. > > > Afshar Mohebbi > >

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how to stop converting incoming messages?
by Ivars Strazdiņš 26 May '09

26 May '09

Hi OTRS users, how do stop OTRS from trying to convert incoming e-mail messages from utf-8 to other character set (iso-8859-1)? I am receiving administrator notifications like this: Charset encode 'utf8' -=> 'iso-8859-1' (New Ticket [2009052610000014/Dati ar zvaigzni] created (TicketID=9,Queue=incoming,Priority=3 normal,State=new)) not supported! Charset encode 'utf8' -=> 'iso-8859-1' (Sent email to '"HELP" <***(a)***.com>' from 'customer <***(a)***.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2009052610000014] Dati ar zvaigznÄ«ti;) not supported! Thanks for your time, Ivars

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disable customer panel
by Marius Schrecker 26 May '09

26 May '09

Hi, We want to phase in the use of OTRS, starting by registering all requests manually ourselves. During this initial phase, we don't want to allow customers to create their own tickets using the GUI, whilst we do want to be able to continue tweaking, and configuring the system for customer use later. Where can I disable it, whilst still allowing me to configure it (and turn it back on occasionally, for testing). I'm hoping this can be done somewhere within sysconfig. Cheers! Marius

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Dynamic note for close ticket notification ?
by aman 26 May '09

26 May '09

hi, i am new to otrs (otrs 2.3.4 on a centos 5.2.) our requirement is when a agent close the ticket, notification should be sent to the sender of the ticket(Customer) & the notification should be the note that was written while closing the ticket. close ticket notification with predefined static note(*** THIS IS JUST A NOTE *** The state of your ticket...............) is working fine. but what about the dynamic note, any configuration changes. thanks in advance, -- regards: Amanpreet Singh

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show all tickets to the agents.
by aman 25 May '09

25 May '09

hi, i am new to otrs (otrs 2.3.4 on a centos 5.2.) the problem is when a owner is assigned to a ticket,the ticket get locked, by default it is not visible to all the agents, but when owner unlocked this ticket,then this ticket become visible to all the agents, but our requirement is by default all ticket should be visible to all the agents, any configuration changes !! help will be really appreciated. -- regards: Aman

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notification to sender of ticket, if his ticket was closed.
by aman 25 May '09

25 May '09

hi, i am new to otrs, using otrs 2.3.4 on a centos 5.2. our requirement is when a agent close the ticket, notification should be sent to the sender of the ticket(Customer). I think it should be automatic but it is not working.any configuration changes. help, -- regards: Aman

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Editing ticket body
by Afshar Mohebbi 25 May '09

25 May '09

Hi, Why body of a new ticket is not editable just after creation? There maybe a mis-spelling or any other text that customer or agents want to correct. Afshar Mohebbi

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Custom "new ticket" information mails
by Ulrich Gøhns 25 May '09

25 May '09

Hello, We want to change the en::Agent::NewTicket notification so it looks something like this: -- #Name: <OTRS_CUSTOMER_DATA_UserFirstname> <OTRS_CUSTOMER_DATA_UserLastname> #E-Mail: <OTRS_CUSTOMER_DATA_Email> #Phonenumber: <OTRS_CUSTOMER_DATA_Phone> Wrote a new ticket to "<OTRS_TICKET_Queue>": <snip> <OTRS_CUSTOMER_EMAIL[30]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master -- We use Active Directory (AD) as backend. Email and Phonenumber ends up being a "-", but in ticketzooms the phonenumber is there. Is it possible at all to get AD data in the NewTicket notification? Or am I just using the wrong tags? Regards, Ulrich

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