
Good Afternoon, We are in the process of implementing the OTRS (rev. 2.2.6) for our organization. In our old helpdesk (variant of Bugzilla) we had URL's like: https://helpdesk.edu/help/enter_bug.cgi?product=QUEUENAME1 https://helpdesk.edu/help/enter_bug.cgi?product=QUEUENAME4 When a customer would click on a link like this, the new-ticket window for the correct queue would launch. A customer could then enter the necessary ticket information without having to decide which queue to place the request in. I'm trying to find a similar way to do this in OTRS. We have discovered how to modify the drop-down list with only the necessary Queue names, but we're trying to find a way to auto-select a queue based on the URL opened. Is this something that can be done through the template system, and if so, pointers in the general direction would be wonderful. Or will we need to actually code something to make this work? Nathan Power Technology Support Services

I have one queue that I have somehow configured to now allow email replies. The compose email link is missing from any ticket in this queue, and I haven't been able to figure out how I did this? Anyone willing to give their 2 cents on where to look to correct this? tia, LQ

If I recall correctly, I saw this happen when I created a queue and did not associate an did not choose a responce to go with the queue on the results screen after adding the queue. Try going to the admin section, select Responses<->Queue,Select the queue that you are having a problem with and select a response, and click submit and test. Hope this helps. Greg Horne gehorne -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of LQ Marshall Sent: Thursday, May 01, 2008 4:39 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] No Email Reply Option ... !? I have one queue that I have somehow configured to now allow email replies. The compose email link is missing from any ticket in this queue, and I haven't been able to figure out how I did this? Anyone willing to give their 2 cents on where to look to correct this? tia, LQ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

Greg, You were right on with this. I had looked right by this on several occasions. Just didn't notice that there was nothing selected. Thank you for the assist. LQ
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Greg Horne Sent: Thursday, May 01, 2008 5:13 PM To: 'User questions and discussions about OTRS.org' Subject: Re: [otrs] No Email Reply Option ... !?
If I recall correctly, I saw this happen when I created a queue and did not associate an did not choose a responce to go with the queue on the results screen after adding the queue. Try going to the admin section, select Responses<->Queue,Select the queue that you are having a problem with and select a response, and click submit and test.
Hope this helps.
Greg Horne gehorne
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of LQ Marshall Sent: Thursday, May 01, 2008 4:39 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] No Email Reply Option ... !?
I have one queue that I have somehow configured to now allow email replies.
The compose email link is missing from any ticket in this queue, and I haven't been able to figure out how I did this?
Anyone willing to give their 2 cents on where to look to correct this?
tia, LQ
participants (3)
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Greg Horne
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LQ Marshall
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Power, Nathan