thanks a lot leonardo certuche
my problem is solved now.

thanks

-amanpreet singh

On Tue, May 26, 2009 at 8:28 PM, <otrs-request@otrs.org> wrote:
Send otrs mailing list submissions to
       otrs@otrs.org

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


Today's Topics:

  1.  disable customer panel (Marius Schrecker)
  2. Re:  Dynamic note for close ticket notification ? (Marco Vannini)
  3. Re:  disable customer panel (Shawn Beasley)
  4.  how to stop converting incoming messages? (Ivars Strazdi??)
  5. Re:  show all tickets to the agents. (Leonardo Certuche)
     (Leonardo Certuche)


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

Message: 1
Date: Tue, 26 May 2009 09:32:31 +0200
From: Marius Schrecker <marius@kadme.com>
Subject: [otrs] disable customer panel
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID: <4A1B9B0F.7040708@kadme.com>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

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


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

Message: 2
Date: Tue, 26 May 2009 10:16:56 +0200
From: Marco Vannini <marco.vannini@gmail.com>
Subject: Re: [otrs] Dynamic note for close ticket notification ?
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
       <7bd09e660905260116v84902acrc06613f05f5acf98@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

This is a long discussed point.

There is no way to send notification body part to customer whitin the mail
to notification of closure, there is probably someone that has hacked some
files to do this (you could try to search in mail-archive.org/otrs@otrs.org)
otherwise, agent has to close ticket sending "compose answer" (a link in the
ticket zoom) and setting new ticket state to closed.



On Tue, May 26, 2009 at 9:06 AM, aman <goforaman@gmail.com> wrote:

> 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
>
>
> ---------------------------------------------------------------------
> 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
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
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>
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------------------------------

Message: 3
Date: Tue, 26 May 2009 10:45:55 +0200
From: Shawn Beasley <shawn.beasley@otrs.com>
Subject: Re: [otrs] disable customer panel
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID: <1B2275DD-8980-4CA2-9B2C-05E58EFFCD39@otrs.com>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed; delsp=yes

Hi,

On 26.05.2009, at 09:32, Marius Schrecker wrote:

> 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.


Unfortunately, there is no admin mode at this point. If you would
like, we can develop this for you, please let us know enjoy@otrs.com.
As an alternative, try securing the page using apache. If you
deactivate this, then not even the admins will be able to access it.
--

Shawn Beasley
Support Technician

((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing
  Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
   http://www.otrs.com/ :: Communication with success!


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Steuernummer: 003 240 97505
Aufsichtsratsvorsitzender: Burchard Steinbild
Vorstand: Andr? Mindermann (Vorsitzender), Martin Edenhofer

NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen!
http://www.otrs.com/de/support/enterprise-subscription/



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

Message: 4
Date: Tue, 26 May 2009 13:18:40 +0300
From: Ivars Strazdi?? <ivars.strazdins@gmail.com>
Subject: [otrs] how to stop converting incoming messages?
To: otrs@otrs.org
Message-ID: <4A1BC200.3020600@gmail.com>
Content-Type: text/plain; charset=UTF-8; format=flowed

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" <***@***.com>' from 'customer <***@***.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2009052610000014] Dati ar zvaigzn??ti;) not supported!

Thanks for your time,
Ivars



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

Message: 5
Date: Tue, 26 May 2009 09:57:11 -0500
From: Leonardo Certuche <leonardo.certuche@itcon-ltda.com>
Subject: Re: [otrs] show all tickets to the agents. (Leonardo
       Certuche)
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
       <2d120a850905260757w4570cd9w5dac965aff40c66@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

Hi,

Did you already enable statusview?

If I go to /otrs/index.pl?Action=AgentTicketStatusView I can see all tickets
(open, closed, locked, unlocked)

If you haven't, go to Sysconfig -> Ticket ->
Frontend::Agent::ModuleRegistration

Leonardo Certuche
301 284 6250
460 0727 ext 5559
leonardo.certuche@itcon-ltda.com
www.itcon-ltda.com
Cra 31 # 54-10 TECNOSOFT
Medell?n, Colombia


On Tue, May 26, 2009 at 1:04 AM, aman <goforaman@gmail.com> wrote:

> 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@otrs.org> wrote:
>
>> Send otrs mailing list submissions to
>>        otrs@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@otrs.org
>>
>> You can reach the person managing the list at
>>        otrs-owner@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@msn.com>
>> Subject: Re: [otrs] Editing ticket body
>> To: "'User questions and discussions about OTRS.'" <otrs@otrs.org>
>> Message-ID: <BAY107-DS6E3CE1E99B75D42460798B2550@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@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
>>
>> -------------- next part --------------
>> An HTML attachment was scrubbed...
>> URL: <
>> http://lists.otrs.org/pipermail/otrs/attachments/20090525/185f5ba1/attachment-0001.html
>> >
>>
>> ------------------------------
>>
>> Message: 2
>> Date: Mon, 25 May 2009 18:54:00 +0430
>> From: Afshar Mohebbi <afshar.mohebbi@gmail.com>
>> Subject: Re: [otrs] Editing ticket body
>> To: "User questions and discussions about OTRS." <otrs@otrs.org>
>> Message-ID:
>>        <145d62d80905250724k10c53561i1e12cb67fec7ebc8@mail.gmail.com>
>> Content-Type: text/plain; charset="utf-8"
>>
>> Hi Maurice,
>>
>> Do you mean there is no way to edit a ticket body or comment via UI?
>>
>> Afshar Mohebbi
>>
>> On Mon, May 25, 2009 at 5:53 PM, Maurice James <midnightsteel@msn.com
>> >wrote:
>>
>> >  You have to edit  the ticket article through the database once it is
>> > created
>> >
>> >
>> >
>> > *From:* otrs-bounces@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
>> >
>> > ---------------------------------------------------------------------
>> > 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
>> >
>> > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>> > http://www.otrs.com/en/support/enterprise-subscription/
>> >
>> -------------- next part --------------
>> An HTML attachment was scrubbed...
>> URL: <
>> http://lists.otrs.org/pipermail/otrs/attachments/20090525/3d34e353/attachment-0001.html
>> >
>>
>> ------------------------------
>>
>> Message: 3
>> Date: Mon, 25 May 2009 11:14:41 -0400
>> From: "Maurice James" <midnightsteel@msn.com>
>> Subject: Re: [otrs] Editing ticket body
>> To: "'User questions and discussions about OTRS.'" <otrs@otrs.org>
>> Message-ID: <BAY107-DS6506AE310DD4748F3422FB2550@phx.gbl>
>> Content-Type: text/plain; charset="utf-8"
>>
>> No you cannot do it through the UI. I guess they like it like this for
>> integrity purposes
>>
>>
>>
>> From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
>> Afshar Mohebbi
>> Sent: Monday, May 25, 2009 10:24 AM
>> To: User questions and discussions about OTRS.
>> Subject: Re: [otrs] Editing ticket body
>>
>>
>>
>> Hi Maurice,
>>
>> Do you mean there is no way to edit a ticket body or comment via UI?
>>
>> Afshar Mohebbi
>>
>> On Mon, May 25, 2009 at 5:53 PM, Maurice James <midnightsteel@msn.com>
>> wrote:
>>
>> You have to edit  the ticket article through the database once it is
>> created
>>
>>
>>
>> From: otrs-bounces@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
>>
>>
>> ---------------------------------------------------------------------
>> 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
>>
>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>> http://www.otrs.com/en/support/enterprise-subscription/
>>
>>
>>
>> -------------- next part --------------
>> An HTML attachment was scrubbed...
>> URL: <
>> http://lists.otrs.org/pipermail/otrs/attachments/20090525/9e37bf16/attachment-0001.html
>> >
>>
>> ------------------------------
>>
>> Message: 4
>> Date: Mon, 25 May 2009 18:46:43 -0500
>> From: Leonardo Certuche <leonardo.certuche@itcon-ltda.com>
>> Subject: Re: [otrs] notification to sender of ticket,   if his ticket
>>        was     closed.
>> To: "User questions and discussions about OTRS." <otrs@otrs.org>
>> Message-ID:
>>        <2d120a850905251646m11ec02d4pe030754c4d2f9761@mail.gmail.com>
>> Content-Type: text/plain; charset="iso-8859-1"
>>
>> The survey does it. Here is the how-to
>> http://www.mail-archive.com/otrs@otrs.org/msg24865.html
>>
>>
>> Leonardo Certuche
>>
>> On Mon, May 25, 2009 at 12:30 AM, aman <goforaman@gmail.com> wrote:
>>
>> > 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
>> >
>> >
>> > ---------------------------------------------------------------------
>> > 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
>> >
>> > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>> > http://www.otrs.com/en/support/enterprise-subscription/
>> >
>> -------------- next part --------------
>> An HTML attachment was scrubbed...
>> URL: <
>> http://lists.otrs.org/pipermail/otrs/attachments/20090525/2a09054e/attachment-0001.html
>> >
>>
>> ------------------------------
>>
>> Message: 5
>> Date: Mon, 25 May 2009 18:52:44 -0500
>> From: Leonardo Certuche <leonardo.certuche@itcon-ltda.com>
>> Subject: Re: [otrs] show all tickets to the agents.
>> To: "User questions and discussions about OTRS." <otrs@otrs.org>
>> Message-ID:
>>        <2d120a850905251652p6e22a386pc27ce97d448e41ac@mail.gmail.com>
>> Content-Type: text/plain; charset="iso-8859-1"
>>
>> You could enable status view in order to se both open an closed tickets.
>> Go
>> to sysconfig and then
>>
>> Ticket -> Frontend::Agent::ModuleRegistration
>>
>>
>> If you want to get rid of the locking feature, this guys seems to have
>> achieved it http://www.mail-archive.com/otrs@otrs.org/msg19793.html
>>
>> Leonardo Certuche
>>
>> On Mon, May 25, 2009 at 12:40 AM, aman <goforaman@gmail.com> wrote:
>>
>> > 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
>> >
>> >
>> > ---------------------------------------------------------------------
>> > 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
>> >
>> > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>> > http://www.otrs.com/en/support/enterprise-subscription/
>> >
>> -------------- next part --------------
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>>
>> ------------------------------
>>
>> ---------------------------------------------------------------------
>> 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
>>
>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>> http://www.otrs.com/en/support/enterprise-subscription/
>>
>> End of otrs Digest, Vol 8, Issue 62
>> ***********************************
>>
>
>
>
> --
> regards:
> Amanpreet Singh
>
>
> ---------------------------------------------------------------------
> 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
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/
>
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***********************************



--
regards:
Amanpreet Singh