Send otrs mailing list submissions to
        otrs@lists.otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
        http://lists.otrs.org/mailman/listinfo/otrs
or, via email, send a message with subject or body 'help' to
        otrs-request@lists.otrs.org

You can reach the person managing the list at
        otrs-owner@lists.otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1.  How to query unlocked Tickets with unanswered customer
      request (otrs otrs)
   2. Re:  How to query unlocked Tickets with unanswered customer
      request (Dimitrakakis Georgios)
   3.  Phantom ticket (DHilsbos@performair.com)
   4.  Dynamic fields in AgentTicketCompose (Andr? Cavalcante)


----------------------------------------------------------------------

Message: 1
Date: Tue, 25 Oct 2016 19:57:45 +0200
From: otrs otrs <otrs.test.ziege@gmail.com>
To: otrs@lists.otrs.org
Subject: [otrs] How to query unlocked Tickets with unanswered customer
        request
Message-ID:
        <CAPfqst3meo6DDinJMU_LGDqTCBCXAReAZhCywoXN_0fH9-GWBg@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"

Hi Folks, first of all, thanks evryone in advance how can help me.

My Situation is, that i have round about 200 open and new Tickets.
Not all of them are locked by an Agent.

Now I want ot have an overview off all unlocked Tickets where the customer
have done some request to the ticket.
For example.
A customer sends an request to our OTRS-System. But this request will not
get locked by an Agent. Because there is so much work
And after a while the same customer will send to the same ticket a request
to get to know the state of work.
But now one answer to him. And after a while he send the third request to
the same tickets....and so one.


Perhaps this could be done by a datanbase query. Hase anyone some
experinece with that.

Thanks a lot
Bye Marvin
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.otrs.org/pipermail/otrs/attachments/20161025/e14079b3/attachment-0001.html>

------------------------------

Message: 2
Date: Wed, 26 Oct 2016 08:56:15 +0000
From: Dimitrakakis Georgios <gdimitrakakis@pancretabank.gr>
To: User questions and discussions about OTRS. <otrs@lists.otrs.org>
Subject: Re: [otrs] How to query unlocked Tickets with unanswered
        customer request
Message-ID: <20161026085618.E3B0C3D00F20@osser.otrs.com>
Content-Type: text/plain; charset="utf-8"

Hi Marvin,

I am fairly new user of OTRS myself but I believe that you can do the following:

As an agent that has access to all queues (where you supposed unlocked tickets are) go to : Tickets -> Status View
Under ?open tickets? you can use the filter on the ?LOCK? column and search for ?lock? or ?unlock? tickets.

Best regards,

G.



From: otrs [mailto:otrs-bounces@lists.otrs.org] On Behalf Of otrs otrs
Sent: Tuesday, October 25, 2016 8:58 PM
To: otrs@lists.otrs.org
Subject: [otrs] How to query unlocked Tickets with unanswered customer request

Hi Folks, first of all, thanks evryone in advance how can help me.

My Situation is, that i have round about 200 open and new Tickets.
Not all of them are locked by an Agent.

Now I want ot have an overview off all unlocked Tickets where the customer have done some request to the ticket.
For example.
A customer sends an request to our OTRS-System. But this request will not get locked by an Agent. Because there is so much work
And after a while the same customer will send to the same ticket a request to get to know the state of work.
But now one answer to him. And after a while he send the third request to the same tickets....and so one.


Perhaps this could be done by a datanbase query. Hase anyone some experinece with that.

Thanks a lot
Bye Marvin

______________________________________________________________________________
?? ??????????? ????? ??? ???????????? ????????? ??? ????? ????????? ?????? ????? ????????????. ??????????? ???? ????? ????????????? ??????????. ?? ?????? ???? ?? ?????? ?? ??????????, ???????????? ?? ?????????????? ?????? ?? ??? ????????? ??? ????????? ? ??? ??????????? ??? ?????????? ??? ?? ??? ??????????? ?? ?????? ?? ???????????. ?? ??????? ??? ??????????? ??????? ???? ????????? ??? ??? ????????? ???' ?????? ??? ??????? ??? ?????????? ??????????????? ????????.

The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.otrs.org/pipermail/otrs/attachments/20161026/68a443dc/attachment-0001.html>

------------------------------

Message: 3
Date: Wed, 26 Oct 2016 14:25:39 +0000
From: <DHilsbos@performair.com>
To: <otrs@lists.otrs.org>
Subject: [otrs] Phantom ticket
Message-ID:
        <0670B960225633449A24709C291A525223BB8CFC@COM01.performair.local>
Content-Type: text/plain; charset="us-ascii"

All;

Last week I made a network topology change that temporarily broke OTRS' email abilities (it had no route to the email server).

After fixing the networking issues I sent an email to OTRS to verify that everything was working correctly.  OTRS behaved as predicted, and all was right with the world.

However, ever since then we have been receiving a spurious ticket at 12:10 (+/- 10 seconds or so), which has as its body the complete text the test email, including SMTP headers and raw encoding.

I have tried rebooting OTRS' server, with no luck.  I have not tried to Google the issue, as I don't feel my Google Fuu is up to trying to explain the situation to Google search.

Does anyone have any suggestions on next steps to correct this behavior?

CentOS 7 / Apache 2.4.6
OTRS 5.0.11
ITSM GC 5.0.11
ITSM Core 5.0.11
ITSM Change Management 5.0.11
ITSM Configuration Management 5.0.11

Thank you,

Dominic L. Hilsbos, MBA, CSDA
Director - Information Technology
Perform Air International Inc.
 www.PerformAir.com




------------------------------

Message: 4
Date: Thu, 27 Oct 2016 15:16:37 -0300
From: Andr? Cavalcante <treba.andre@gmail.com>
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Subject: [otrs] Dynamic fields in AgentTicketCompose
Message-ID:
        <CAEaK_YEsF33uXnZU2Sr7GrODt=vWH=dRN=r2x2R_BxbKHK4kcw@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"

Hi there,

I'm currently using OTRS 4. I want my clients to fill a form after the
ticket is opened.

I wonder if is it possible to Dynamic fields in AgentTicketCompose and how
to do it.

Thanks

--
*Andr? Luiz C. e Cavalcante, PMP, PRINCE2*
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.otrs.org/pipermail/otrs/attachments/20161027/53d6eff1/attachment.html>

------------------------------

Subject: Digest Footer

---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

------------------------------

End of otrs Digest, Vol 97, Issue 14
************************************