It make sense for me becouse now i need two steps: one, to set up ticket type and second for close ticket. I don’t want to allow closing tickets from answer to Customer, becouse happens that ticket type is empty (my Agents forget to set it earlier). Oh, one important thing. My Customers doesn’t use OTRS they read only e-mails from us, and there is no information about ticket type. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Wednesday, February 06, 2013 1:47 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket -> Frontend::Agent::Ticket::ViewCompose Part 1: It doesn't make sense, generally, to do this in the process of corresponding with your customer about an existing ticket. The customer doesn't care what folder you use to categorize the ticket as long as you solve the ticket. Also, Ticket Type and Service shouldn't necessarily be something you'd say within agent side, "oh, while you're talking to the customer, make categorical changes to the ticket." Generally, no. Part 2: http://forums.otterhub.org/viewtopic.php?f=60&t=5156 On Wed, Feb 6, 2013 at 6:59 AM, Emilia Starzak mailto:emilia@softservice.pl> wrote: Welcome, I need some help. We have OTRS 3.2.1 and i want set ticket type and service useing Frontend::Agent::Ticket::ViewCompose. I can do it at note, priority for example Frontend::AgentTicketOwner###TicketType = YES. Is there any possibilities of that? And second question. Agent dashboard in section new tickets i need column „queue” and/or customerID? Is that possible? Kind regards, Emi --------------------------------------------------------------------- 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

Hi.. I have searched on the web but no success. Does anybody have an idea on how to solve this error on the DashBoard of OTRS page? Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (Connection refused)) and this one: Can't connect to: http://www.otrs.com/en/rss.xml I have OTRs server behind a proxy server.How do I say OTRS to use our proxy server? I also setup HTTP_PROXY variable and it does not work. Thanks much!

Hi, Very nice, only one question, does it admit user/password with the URL, I mean: http://myuser:passwd@myproxy:myport/ ________________________________ De: Michiel Beijen Para: Israel Garcia ; User questions and discussions about OTRS. Enviado: Miércoles 6 de febrero de 2013 17:32 Asunto: Re: [otrs] Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (Connection refused)) Hi, On Wed, Feb 6, 2013 at 5:15 PM, Israel Garcia wrote:

I have OTRs server behind a proxy server. How do I say OTRS to use our proxy server?

I also setup HTTP_PROXY variable and it does not work.

Please go to Admin > SysConfig > Framework > Web::UserAgent and configure the proxy server there. HTH, Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - http://j.mp/11TFPSr

Yes, I tried but it's not working. I'll check what's happening now with the connection. Thanks much!! ________________________________ De: Michiel Beijen Para: Israel Garcia ; User questions and discussions about OTRS. Enviado: Miércoles 6 de febrero de 2013 17:45 Asunto: Re: [otrs] Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (Connection refused)) Hi, On Wed, Feb 6, 2013 at 5:40 PM, Israel Garcia wrote:

Very nice, only one question, does it admit user/password with the URL, I mean:

http://myuser:passwd@myproxy:myport/

Have you tried? Yes it does! -- Michiel