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Pending reminder state behavior on OTRS 3.3
by Mellini Giovanni 12 Jan '15

12 Jan '15

Hi list, I need some clarification about the "pending reminder" behavior in OTRS 3.3 I need to understand when a ticket that is in a "pending reminder" state can exit from this state. I tried to find some hint on the online documentation at https://otrs.github.io/doc/manual/admin/3.3/en/html/index.html but found nothing. If a ticket is in a pending reminder state (expired or not) when someone sends an email (email-external input) the ticket goes to open state, and that's fine to me. But, if I want to change the state of the ticket as agent I cannot move it to an open state (or a different one). Nor internal-note or external-note added can change the ticket state. Is this the right behavior? How can I move from pending-reminder to open state without external input? Tks for your help, Giovanni -- Giovanni Mellini Funzione Security ENAV S.p.A. Via Salaria 716 - 00138 Roma - Italia Cell. +39 366 9254829 Uff. +39 06 8166 4203 giovanni.mellini(a)enav.it<mailto:giovanni.mellini@enav.it> www.enav.it<http://www.enav.it> ------------------------------- Message for the recipient only, if received in error, please notify the sender and read www.enav.it/disclaimer

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MOTD in customer login?
by Lars Jørgensen 08 Jan '15

08 Jan '15

Hi, We would like to be able to give customers a status message if some major downtime is ocurring. When they login to OTRS it would be nice to let them know that "file server 1 is down, you don't need to create tickets to that effect". Also it would be nice is this message is displayed to users already logged in. I've spent some time trying to get MOTD to display via CustomerLogin.tt but my skills are obviously not up to the task. Is there an easy way to do this? Preferably the contents of the message should not come from a file on the filesystem but somehow be configurable from within OTRS. That last part is clearly in the nice-to-have category, though, and not a necessity. -- Lars

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Re: [otrs] Create individual auto-ticket assignment based on email content
by Scott R. Morgan 07 Jan '15

07 Jan '15

Thanks Gerald. With regard to manually filling in the fields, where/how is this done? In a ticket response dialog? Where do you activate a Dynamic ticket text field in the interface? Thank you! Scott R. Morgan From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Friday, January 02, 2015 4:00 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Create individual auto-ticket assignment based on email content > Do I need to escape the tab character in the Filter condition? you might try SONumber:.?(\d+) if it makes sense. If it's alphanumeric or includes (-), you'll need to appropriately address. Use RegExPal.com to test. >How does an agent assign a corresponding Ticket ID to a ticket to match against the new ticket header data? One might manually fill the field? On Fri, Jan 2, 2015 at 4:54 PM, Scott R. Morgan <smorgan(a)mamafus.com<mailto:smorgan@mamafus.com>> wrote: I think I understand how this setup is supposed to work: 1. Create a Ticket/Text Dynamic Field (ex 3rdPartyHelpTikcetID) 2. Create a Postmaster Filter to source out the location of the ticket ID in the email in either the subject or body and using the (\d+) function assign this to an X-OTDRHEADER ex: X-OTRS-DynamicField-3rdPartyHelpTikcetID = (\d+) 3. Add the code in the otter hub post to activate the filter Questions: • The header from one of our vendors changes based on the type or response. The body of the helpdesk ticket always has the service order info required like this (Notice the tab in the line): “SONumber: 1234567” Filter set to w/out the quotes: “SONumber: (\d+)” Do I need to escape the tab character in the Filter condition? • How does an agent assign a corresponding Ticket ID to a ticket to match against the new ticket header data? Thank you! Scott R. Morgan From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org<mailto:otrs-bounces@otrs.org>] On Behalf Of Gerald Young Sent: Friday, January 02, 2015 3:20 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Create individual auto-ticket assignment based on email content Yes. It's designed to receive inbound requests and match 98765 in an existing ticket. LQ Marhall's post is relevant. On Fri, Jan 2, 2015 at 4:08 PM, Scott R. Morgan <smorgan(a)mamafus.com<mailto:smorgan@mamafus.com>> wrote: It kind of addresses what we are trying to do. I am not sure of exactly what this modification is doing though. It seems like this is a setting to prevent looping of helpdesk systems. I don’t seem to be encountering that as an issue (I am running a Jumpbox amazon instance running OTRS 3.2.10) Does this code modification provide a way to associate OTRS helpdesk ticket 12300001 with acme helpdesk response ticket [Sunject: SERVICE SO 98765]? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229<tel:512.949.3229> Help desk (NEW!) 512-949-3236<tel:512-949-3236> Office/Cell (NEW!) scott(a)mamafus.com<http://scott@mamafus.com> / http://www.mamafus.com<http://www.mamafus.com/> From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org<mailto:otrs-bounces@otrs.org>] On Behalf Of Gerald Young Sent: Friday, January 02, 2015 2:09 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Create individual auto-ticket assignment based on email content Please let me know if http://forums.otterhub.org/viewtopic.php?f=60&t=22681 applies to this. On Fri, Jan 2, 2015 at 1:23 PM, Scott R. Morgan <smorgan(a)mamafus.com<mailto:smorgan@mamafus.com>> wrote: We have several support vendors that have their own helpdesk systems. When a report comes in from the field that is then assigned to a third party support vendor, I would like my agents to be able to setup a OTRS ticket rule that will automatically assign emails from the vendors helpdesk ticket to the correct OTRS helpdesk ticket. We have 9 different queues setup with each queue assigned to a specific IT system that will typically (but not always) have a specific vendor(s) associated with the system that would be added as a third party referral to take over support of a ticket request. I would like an agent to be able to setup an auto-rule in the ticket management that would allow the vendors helpdesk ticket number to be added and from email address to be added that would then auto assign future. Is there an add-in or built in feature that would allow an agent to do this on a per ticket basis? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229<tel:512.949.3229> Help desk (NEW!) 512-949-3236<tel:512-949-3236> Office/Cell (NEW!) scott(a)mamafus.com<http://scott@mamafus.com> / http://www.mamafus.com<http://www.mamafus.com/> --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

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Queue view
by John Koch 07 Jan '15

07 Jan '15

Hello, Is it possible to have a queue which is a combined list, in chronological order, of all tickets in all queues. The purpose of this is to enable an agent working on multiple queues to work through all tickets in chronological order and be able to easily see tickets which are getting old, no matter which queue they arrived in. Thanks!

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One email address - automatic filtering into queues
by Leah Kelly 07 Jan '15

07 Jan '15

Hello, We are wanting to be able to have tickets automatically funneled into a queue depending on which account manager owns the account. Currently, we have a queue ‘Client Services’ and each account manager is a sub-queue of this queue. So it looks like ‘Client Services: Cheri’, for example. We have individual email accounts for all the account managers currently, but are wanting to just use one email address ‘support(a)xxx.xn--com-to0a, and if the client account writing in belongs to Cheri, it would automatically go into her queue. What is the best way to accomplish this?

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Time Accounting leave hours
by Paolo Mosconi 05 Jan '15

05 Jan '15

Hi all, I am configuring TimeAccounting package ver. 4.0.1 and I don't know how to report vacation / leave hours in any given day. The only thing I found is Mass entry that enables to report leave for a whole day while what I'm looking for is the ability to enter a 2 hours sick or vacation leave. Thanks in advance paolo Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/>

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Create individual auto-ticket assignment based on email content
by Scott R. Morgan 02 Jan '15

02 Jan '15

We have several support vendors that have their own helpdesk systems. When a report comes in from the field that is then assigned to a third party support vendor, I would like my agents to be able to setup a OTRS ticket rule that will automatically assign emails from the vendors helpdesk ticket to the correct OTRS helpdesk ticket. We have 9 different queues setup with each queue assigned to a specific IT system that will typically (but not always) have a specific vendor(s) associated with the system that would be added as a third party referral to take over support of a ticket request. I would like an agent to be able to setup an auto-rule in the ticket management that would allow the vendors helpdesk ticket number to be added and from email address to be added that would then auto assign future. Is there an add-in or built in feature that would allow an agent to do this on a per ticket basis? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) scott(a)mamafus.com / http://www.mamafus.com<http://www.mamafus.com/>

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Link list position changed after 3.3 upgrade
by Ml Ml 02 Jan '15

02 Jan '15

Hello List, after Upgrading to OTRS 3.3 the link (links to other related tickets) are are the bottom. How do i get them back up to the top near the notes section? Thanks, Mario

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OTRS Time related functions and granularity of one hour for TimeWorkingHours
by Luca Maranzano 02 Jan '15

02 Jan '15

Hello All, is there any future plan to support a granularity of one minute (or something similar) for the TimeWorkingHours configration item? https://otrs.github.io/doc/manual/admin/stable/en/html/time.html When you have SLA in the order of 10-15 mintues related to business hours like 08:30 to 17:30 it is hard to configure them properly. Thanks in advance. Best regards, Luca

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answer template problem after upgrade
by Mikael Kermorgant 18 Dec '14

18 Dec '14

Hello, I've just migrated otrs from 3.3.1 to 4.0.3 and after fixing an encoding issue in zzzauto.pm file, I got back the possibility to reply in a ticket. But the textarea nos contains the following text : ============= $QData{"Salutation"} $QData{"StdResponse"} $QData{"Signature"} $QData{"OrigFrom"} $Text{"wrote"}: $QData{"Body"} ============== Would you have any idea about why otrs behaves this way ? Best regards, -- Mikael Kermorgant

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