RE: [otrs] Logo and Company Name

In the customer.pl , how can I change the LOGO and COMPANY NAME ?? -----Original Message----- From: Gabriele D'Andrea [mailto:gabriele.dandrea@ecohmedia.com] Sent: Saturday, July 21, 2007 5:58 PM To: Munawar Zeeshan Subject: Re: [otrs] EMail notificatin

Yes, I did the same thing. Out of my 8 users 2 of my users are getting notifications by this way while others aren’t. While I am able to send empty answers to the troubling 6 users... Well its v strange Seems very strange to me too, now I can't think about a reason for that...

Well can u tell me how can I set 24 hours as my ticket escalation time. It inserted 1440 minutes there but it doesn’t counts up to 24 hours. It grows somthng v high. That's the right way to set escalation time. I dont' clearly understand what you mean with "It grows somthng v high", however to see the ticket escalated, I think they should be unlocked, i.e. not assigned to any agent (not sure of that anyway) Sorry, but I don't use escalation in my environment

One more thing I also intends, that if a ticket is escalated, an email notification gets to my boss.I cant c any such option like ticket escalation notification. It is there in the notifications but nowhere in the user preferences. Maybe you should configure the GenericAgent for this, but it's not trivial

I'm sorry I can't be much of help on this occasion Gabriele ---- Original Message ----- From: "Munawar Zeeshan" To: "'Gabriele D'Andrea'" Sent: Saturday, July 21, 2007 2:37 PM Subject: RE: [otrs] EMail notificatin Yes, I did the same thing. Out of my 8 users 2 of my users are getting notifications by this way while others aren’t. While I am able to send empty answers to the troubling 6 users... Well its v strange Well can u tell me how can I set 24 hours as my ticket escalation time. It inserted 1440 minutes there but it doesn’t counts up to 24 hours. It grows somthng v high. One more thing I also intends, that if a ticket is escalated, an email notification gets to my boss.I cant c any such option like ticket escalation notification. It is there in the notifications but nowhere in the user preferences. These problems hanging me till yet.I am trying to find out any solution. See if u can help. Thanks a lot for ur cocern. -----Original Message----- From: Gabriele D'Andrea [mailto:gabriele.dandrea@ecohmedia.com] Sent: Saturday, July 21, 2007 5:24 PM To: Munawar Zeeshan Subject: Re: [otrs] EMail notificatin Queues are assigned to groups, so you must add the user to the group assigned to that queue. It's well explained in the documentation... ----- Original Message ----- From: "Munawar Zeeshan" To: "'Gabriele D'Andrea'" Sent: Saturday, July 21, 2007 2:05 PM Subject: RE: [otrs] EMail notificatin

Ok..tel me a thing..

How u uses to add some specific queue for an user??

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gabriele D'Andrea Sent: Saturday, July 21, 2007 4:37 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] EMail notificatin

Did you remember to insert the newly created users to the xyz queue, and to select the xyz queue into MyQueues for the new users?

Gabriele

----- Original Message ----- From: "Munawar Zeeshan" To: "'User questions and discussions about OTRS.org'" Sent: Saturday, July 21, 2007 1:28 PM Subject: [otrs] EMail notificatin

...

In order to sent emails notifications to each AGENT when a new ticket arrives, I have done this.

I created a new queue e.g; xyz. In the Email addresses I added the email address xyx@xyz.com for QUEUE xyz. Then I created a user and a group abc. The group has only permission for XYZ queue, added tht user to that group and set the MY Queues of user as xyz.

Now I created two users. Mail is sending quite normally to them, but when I added more users, thy are unable to receive the email while the first 2 users continuously receiving mail notifications when new tickets arrives.

Mail notification is enabled for all users' preferences.

Any one any idea or better way to do this thing ??

Thanks

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Munawar Zeeshn Sent: Friday, July 20, 2007 5:35 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] Escalation Notification

For a user, I want to enable Escalation notification in the User preferences. But I can find it there; I think it has to be get enabled from Sysconfig. Can anyone guide?

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