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How to disable all unlock timeouts
by Mike Morris 03 Nov '14

03 Nov '14

I'm a bit embarrassed that I haven't been able to find all the relevant setting(s) myself but... I haven't :-( I want to make sure that no locked ticket is ever unlocked by the system as a result of a timeout - so that only Agent actions can result in an unlock. I've searched in SysConfig for every combination of "(un)lock", "time(out)" and "auto(matic)" I can think of, and changed several settings... but it still keeps happening. I've played with settings related to Notification of the timeout unlocks etc... but haven't been able to stop the actual unlocking. The undesired event causes an "Agent::LockTimeout" notification. What critical setting am I missing? (fyi, v3.3.6). Thanks, MikeM

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Web Service, SOAP version and OTRS as requestor
by Marc DeTrano 30 Oct '14

30 Oct '14

I am new to setting up web services and I am trying to setup an Invoker in OTRS to call a method on a remote system to send data on Ticket creation. I ran into a problem where the response returned a VersionMismatch error, becuase the envelope was not an instance of http://www.w3.org/2003/05/soap-envelope. As I understand it, this is the type used with SOAP version 1.2, not 1.1, which by default is used in OTRS and SOAP::Lite. I made some progress by forcing the SOAP::Lite object ($SOAPHandle) to use "->soapversion('1.2')" in Kernel/GenericInterface/Transport/HTTP/SOAP.pm, but I am really doubtful that is the best way to go about solving this issue. Is the SOAP version used by a Web Service configurable somehow and I am just not seeing it? Marc DeTrano

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After Upgrading from OTRS 3.2 to 3.3 Escalation Emails are being sent, even though disabled
by David Hess 30 Oct '14

30 Oct '14

We had disabled our Escalation notification emails a long time ago due to the sheer volume of notifications being sent out. Tickets still Escalate on the dashboard, it just doesn't send emails since that was a nuisance. As far as i am aware, the way we disabled this was to change the queue configuration to notify by '-', which should mean that no notification email is sent out. That setting is still there, however escalation notification emails are being sent. I have tried to poke around in the source to see where this issue might be, but have't figured it out. i do see that some ACL related stuff is being checked at the same time, but i haven't used the ACL feature at all. Anyone else experience similar, or have better advice on other things to check? Regards, Dave

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Panic! No UserData for use
by TC 27 Oct '14

27 Oct '14

Howdy ;) A New Customer of ours has been unable to login to OTRS for the first time :( Mon Oct 27 17:29:13 2014 notice OTRS-CGI-10 Panic! No UserData for user: 'xyz'!!! Mon Oct 27 17:29:13 2014 error OTRS-CGI-10 No UserID found for 'xyz'! Mon Oct 27 17:29:13 2014 error OTRS-CGI-10 No UserID found for 'xyz'! Mon Oct 27 17:29:13 2014 notice OTRS-CGI-10 User: xyz authentication ok (REMOTE_ADDR: SNIPPED). Both the user's Customer acct and CustomerID group exist. We are NOT using LDAP, only RADIUS for authentication. We are using OTRS 3.3.9 on CentOS release 6.5 The user data is stored in the OTRS DB itself. *Thanks in advance for any clues/ideas/suggestions! *

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OTRS Statistics
by Michal Vavak 27 Oct '14

27 Oct '14

Hi, I need to create a stats report that would tell me the number of replies in specified queues. Not only the number of solved tickets, but literally the number of replies - eg. if it takes 4 replies to close a ticket I need the number 4 for that ticket, not count it as 1. Is this possible? If so, how can I setup such report? Thanks a lot. Michal

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OTRS Ideascale license expired
by Sander Goudswaard 20 Oct '14

20 Oct '14

All, I was trying to add my vote to Gerald's idea on changing note types from external to internal, but receive a message that the OTRS license has expired and all activities have been suspended. https://otrsteam.ideascale.com/a/dtd/Allow-changing-article-type-after-crea… Is anyone aware of an alternative, or on the future plans of OTRS with Ideascale? Regards, Sander

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Notification to customer on move event
by Lars Jørgensen 17 Oct '14

17 Oct '14

Hi, This should be really simple, but I can't figure out what I'm doing wrong. I want to send a notification to the customer when her ticket is moved to a specific queue. 1. I have created a new event in "Admin -> Notifications (Event)". 2. In "Events" I have selected "TicketQueueUpdate". 3. In "Ticket Filter" I have selected the queue, that the ticket will be moved into. 4. In "Recipient" I have selected "Customer". 5. Finally, in "Notification" I have just entered "test" in both subject and text. When I move the ticket into the queue selected in (3) above, nothing happens. Do I need to enable something? We're on OTRS 3.3.7 -- Lars

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Reaction Times per SLA and Priority
by Jakob M 17 Oct '14

17 Oct '14

Hello, I am currently evaluating the OTRS Help Desk functionality. During the evaluation I found that it is not possible to set Reactiontimes per SLA and Prio. E.g.: SLA Standard with Prio low: Reaction Time 4 hours between 9AM-5PM SLA Standard with Prio high: ReactionTme 1 hour between 9AM-5PM SLA Standard with Prio Emergency: Reaction Time 1 hour 24/7 Do you guys know any way to realise that? Using one combined SLA like STANDARD_LOW seems to be for me no real workaround, because it will be confusing our users while opening incidents. Hope someone can provide me here some info how this goal could be reached. Thanks in advanced! Jakob

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Sending email from OTRS with elevated priority
by Jefferson Davis 16 Oct '14

16 Oct '14

I'm looking for a way to send the notices, etc on agent responses to users, with a HIGH email priority. I'm not referring to the TICKET priority. We have users that never respond and after checking, I am finding that they are just deleting them. We also send out confirmation responses to new tickets. Those can be normal priority, but any follow up questions/responses from agents would ideally be high priority. Did not see anything in the admin gui to configure this, though I'm happy as a clam tweaking the system from the CLI or editing code. Thanks, -Jeff -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) http://district.standard.k12.ca.us District Users: Click here to report technology issues

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Auto response templates
by Leah Kelly 15 Oct '14

15 Oct '14

Hi - when I change an auto-response to ‘invalid’, why doesn’t it stop sending the auto-response? I have disassociated it from the agent’s queue, and it still will send out. What am I not understanding? How do I turn these off exactly? We use these when our agents are out-of-office, and it’s fine, but when the agent comes back, I can never get the auto-responder to stop. Thank you, Leah

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