Search found 52 matches

Go to advanced search

by rvwmgk
07 Dec 2017, 10:43
Forum: Help
Topic: Ticket::Watcher throws an error
Replies: 1
Views: 137

Re: Ticket::Watcher throws an error

I may have found a bug in the Agents <-> Groups relations. When I set this to RO and try to login it throws an error. It only works if I set this to RW. I logged out after changing a setting and logged in again to test the new setting. The bug is here: If the Agents <-> Groups relations are on RW, I...
by rvwmgk
06 Dec 2017, 11:29
Forum: Help
Topic: Ticket::Watcher throws an error
Replies: 1
Views: 137

Ticket::Watcher throws an error

Hi, 1. TicketWatcher is enabled in SysConfig: Edit Config Settings in Ticket -> Core::TicketWatcher Ticket::Watcher Yes 2. I have created 3 groups: Ticket::WatcherGroup admin users support 3. I'm testing with an agent who has rw rights on that group "support": Change Group Relations for Ag...
by rvwmgk
19 Aug 2016, 14:06
Forum: Help
Topic: change column width
Replies: 4
Views: 457

Re: change column width

Thank you, root! But there is an issue. Somehow the email address is truncated . Even if you change the column width we still don't see the entire email address. The goal is to see which tickets get treated first. Example: @company.com will have priority over @hotmail.com We already have filters but...
by rvwmgk
17 Aug 2016, 09:31
Forum: Help
Topic: change column width
Replies: 4
Views: 457

Re: change column width

Any ideas anyone? :o
by rvwmgk
08 Aug 2016, 10:52
Forum: Help
Topic: change column width
Replies: 4
Views: 457

change column width

Hi,

Is there any way to change the column width in the agent's "QueueView: My Queues"?

The column with the email address is too small. I can't read the email address, even on a 22" monitor.

Can this be done in config or does that mean modifying the template?

Grtz,

R.
by rvwmgk
05 Jan 2016, 10:13
Forum: Help
Topic: OTRS spam hyperlink in menu
Replies: 2
Views: 267

Re: OTRS spam hyperlink in menu [Solved]

Done!

I created the flwg generic agent:

Select Tickets: Queue: Junk

Update/Add Ticket Attributes: Set new state: closed with success

This works perfectly!
by rvwmgk
04 Jan 2016, 17:50
Forum: Help
Topic: OTRS spam hyperlink in menu
Replies: 2
Views: 267

OTRS spam hyperlink in menu

I would like a link in the ticketview menu to mark as spam. So I checked Ticket::Frontend::MenuModule###470-Spam in SysConfig > Ticket > Frontend::Agent::Ticket::MenuModule. The link it there but is there any way to close the ticket when clicking the link? When I click the Spam link now it is moved ...
by rvwmgk
09 Dec 2015, 16:57
Forum: Help
Topic: OTRS block content or link in ticket
Replies: 2
Views: 271

OTRS block content or link in ticket

Is there any way to block content or, even better, hyperlinks in a ticket? Sometimes we get viruses. Example: [no worries, email addresses and hyperlinks changed for confidentiality and safety purpose] From: steven.name@isp.tld... To: Rene Dear, register, Rites.info, Rites.sales, Rites.marketing Dat...
by rvwmgk
30 Oct 2015, 12:14
Forum: Help
Topic: Unable to grant read-only access to queue
Replies: 7
Views: 2157

Re: Unable to grant read-only access to queue

robertk wrote:there's a setting in Sysconfig -> Ticket -> Frontend::Agent::Ticket::ViewQueue


Thanks a lot, robertk! That works like a charm!
by rvwmgk
27 Aug 2015, 12:09
Forum: Help
Topic: Setting Service/SLA to new ticket.
Replies: 10
Views: 1735

Re: Setting Service/SLA to new ticket.

Hello interceptor011, What crythias suggested is correct: - create a postmaster filter - check email header: From - value: (.+gmail.com|.+yahoo.com|.+hotmail.com|.+outlook.com) - set email header: X-OTRS-Priority - set value: 5 very high In this example mail from those domains will be set to very hi...
by rvwmgk
24 Aug 2015, 17:45
Forum: Help
Topic: Workflow Rule: Customer Reminder for still opened Tickets ++
Replies: 5
Views: 521

Re: Workflow Rule: Customer Reminder for still opened Tickets ++

This is an old thread, I know...

I was just wondering if there is any way to do this in OTRS? Has this been implemented somehow in the meanwhile or is this still custom development?
by rvwmgk
04 Aug 2015, 14:54
Forum: Help
Topic: How to set up Priority Support
Replies: 2
Views: 348

How to set up Priority Support

How would I setup priority support for certain customers? Let's say I have 3 important customers. They can by identified by their domain name: a.com b.com c.com The other customers are normal customers. For the important customers I want the ticket priority to change. Nothing more. But how? What we ...
by rvwmgk
04 Aug 2015, 11:50
Forum: Help
Topic: Closed tickets in My Locked Tickets
Replies: 14
Views: 1553

Re: Closed tickets in My Locked Tickets

Thanks for your reply!

No Generic Agent.

(Only one Generic Agent to delete junk email after 60 days.)

Strange...
by rvwmgk
04 Aug 2015, 10:47
Forum: Help
Topic: Closed tickets in My Locked Tickets
Replies: 14
Views: 1553

Re: Closed tickets in My Locked Tickets

In ticket history there is only agent name (no Admin OTRS at all): NewTicket - New Ticket [5003811] created (Q=2 DVD;P=3 normal;S=open). - 24/07/2015 12:32:57 PhoneCallCustomer - Customer called us. - 24/07/2015 12:32:57 SendAutoReply - AutoReply sent to "client@example.com". - 24/07/2015 ...
by rvwmgk
04 Aug 2015, 09:59
Forum: Help
Topic: Closed tickets in My Locked Tickets
Replies: 14
Views: 1553

Re: Closed tickets in My Locked Tickets

So this is a bug in OTRS?
by rvwmgk
03 Aug 2015, 10:09
Forum: Help
Topic: Closed tickets in My Locked Tickets
Replies: 14
Views: 1553

Re: Closed tickets in My Locked Tickets

But why do I have 2 closed tickets in My Locked Tickets when I close 10 or 20 tickets a day more or less the same way?

Why only those 2?

This doesn't make sense to me. :?
by rvwmgk
03 Aug 2015, 09:54
Forum: Help
Topic: Closed tickets in My Locked Tickets
Replies: 14
Views: 1553

Re: Closed tickets in My Locked Tickets

This matter is still unresolved............ :( Could someone help me? I have several tickets with status closed with success in My Locked Tickets : http://www.example.com/otrs/index.pl?Action=AgentTicketLockedView Any idea why they are there? In the ticket History I cannot find anything out of the o...
by rvwmgk
17 Jul 2015, 12:22
Forum: Help
Topic: send email when pending auto close
Replies: 12
Views: 732

Re: send email when pending auto close

crythias wrote:filter will only filter on what's specified and assume "matches all" if not specified.

Well, that someone is you! :D

I presumed if nothing is selected it will match all.

I will now test the opposite; I will select all and post the results here. ;-)
by rvwmgk
16 Jul 2015, 17:28
Forum: Help
Topic: send email when pending auto close
Replies: 12
Views: 732

Re: send email when pending auto close

I have erased everything in Tickt Filters and Article Filters.

But the mail is still not being sent.

Any other suggestions?
by rvwmgk
14 Jul 2015, 17:59
Forum: Help
Topic: send email when pending auto close
Replies: 12
Views: 732

Re: send email when pending auto close

- I have removed everything in Article Filter

- notification is valid

- for Ticket Filter do I have to specify there Type, Priority, and Lock?

If I did not select anything there, will it just take all?
by rvwmgk
14 Jul 2015, 15:54
Forum: Help
Topic: FW mail with ticket ID using GenericAgent
Replies: 2
Views: 370

Re: FW mail with ticket ID using GenericAgent

Maybe you can try something with "Ticket watching"? That colleague can "watch" a ticket, even when he has no OTRS access (just create him as user but don't give him access). From there you can create notifications as you wish. - - - From the OTRS manual: From OTRS 2.1 on, select ...
by rvwmgk
14 Jul 2015, 15:51
Forum: Help
Topic: backup error
Replies: 1
Views: 351

Re: backup error

Maybe in your Generic Agent you have a few job that use "Schedule minutes".

Do you really need Schedule minutes?

Maybe only hours is sufficient?
by rvwmgk
14 Jul 2015, 15:47
Forum: Help
Topic: send email when pending auto close
Replies: 12
Views: 732

Re: send email when pending auto close

What we are trying to accomplish is a short email when the system closes the ticket. If a response from the customer will interrupt (usually) the pending, that is fine. In fact that is what we want: a reply from the customer. Example: 1. Agent Response: "Hey, we're closing the ticket in 2 days....
by rvwmgk
13 Jul 2015, 17:03
Forum: Help
Topic: Pending Auto Close+ opened my ticket (solved)
Replies: 5
Views: 436

Re: Pending Auto Close+ opened my ticket

Yes, crythias, that is it, thanks !! Edit Config Settings in Ticket -> Core::Ticket >>> Ticket::StateAfterPending default for pending auto close+ = open default for pending auto close- = open Very hard to understand why the default for an auto close is set to open but I change it to: default for pen...
by rvwmgk
13 Jul 2015, 10:01
Forum: Help
Topic: Pending Auto Close+ opened my ticket (solved)
Replies: 5
Views: 436

Pending Auto Close+ opened my ticket (solved)

I am trying to set my tickets to "pending auto close+". However, my tests on a testserver open the tickets instead of closing them: StateUpdate - Old: "new" New: "pending auto close+" - Zoom view - Agent - 10/07/2015 16:07:06 SetPendingTime - Updated: 2015-07-10 16:12 -...
by rvwmgk
10 Jul 2015, 12:34
Forum: Help
Topic: send email when pending auto close
Replies: 12
Views: 732

Re: send email when pending auto close

Please ignore my post. Found it myself.

State can be defined in the event notification settings: just select there the "pending auto close+" state and no email will be sent for the "closed with success" state.
by rvwmgk
10 Jul 2015, 12:31
Forum: Help
Topic: send email when pending auto close
Replies: 12
Views: 732

Re: send email when pending auto close

Is it correct to understand this will send 2 emails when we use another state, for example: "closed with success"?

1. the reply will be sent
2. the event notification will be sent

:-?
by rvwmgk
09 Jul 2015, 18:00
Forum: Help
Topic: send email when pending auto close
Replies: 12
Views: 732

send email when pending auto close

We want to start using "pending auto close+". When the ticket auto closes, we would like to send an email. Is it correct to understand this should be created in Admin > Ticket Settings > Notifications (Event) ? In Notifications I had selected TicketPendingTimeUpdate but I guess that is wro...
by rvwmgk
11 Jun 2015, 16:58
Forum: Help
Topic: Closed tickets in My Locked Tickets
Replies: 14
Views: 1553

Re: Closed tickets in My Locked Tickets

There is a fix in this thread: http://lists.otrs.org/pipermail/otrs/2009-September/028402.html This is what they suggested: We had the same problem and we solved it with a generic agent job that unlocked all closed tickets. This will do the trick, sure, but this is not supposed to happen, is it? Is ...
by rvwmgk
05 Jun 2015, 16:37
Forum: Help
Topic: OTRS how to add ticket type
Replies: 6
Views: 2202

Re: OTRS how to add ticket type

We are using a queue now (we're forced to) but it would be a whole lot easier if we had types. I'll explain why. We have queues and tickets belong in queues, example: Video players DVD Players Blu-Ray players What we want to accomplish is a type, for example "firmware upgrade". It's not re...
by rvwmgk
05 Jun 2015, 16:22
Forum: Help
Topic: Closed tickets in My Locked Tickets
Replies: 14
Views: 1553

Re: Closed tickets in My Locked Tickets

Thanks, crythias! I did that. All 19 tickets have a similar History: SendAnswer Email sent to "xxxx.xxxxxxxx.xxx@gmail.com". Zoom view Agent Name 29/04/2015 12:33:01 Misc Reset of unlock time. - Agent Name 29/04/2015 12:33:01 StateUpdate Old: "new" New: "closed with success&...
by rvwmgk
05 Jun 2015, 14:53
Forum: Help
Topic: Closed tickets in My Locked Tickets
Replies: 14
Views: 1553

Re: Closed tickets in My Locked Tickets

But we do not have customers.

We use http://www.otrs.local only accessible for us on the LAN.

No customer has access to the system.
by rvwmgk
05 Jun 2015, 12:00
Forum: Help
Topic: Changing priority locks the ticket: how to avoid that? [SOLVED]
Replies: 0
Views: 295

Changing priority locks the ticket: how to avoid that? [SOLVED]

When I change the priority of a ticket that ticket is automaticalled locked.

Is there any way to avoid that?



Update: found it myself!

SysConfig > Frontend::Agent::Ticket::ViewPriority > Ticket::Frontend::AgentTicketPriority###RequiredLock

Set this to "No".
by rvwmgk
05 Jun 2015, 10:49
Forum: Help
Topic: Closed tickets in My Locked Tickets
Replies: 14
Views: 1553

Closed tickets in My Locked Tickets

I have 96 tickets in My Locked Tickets: index.pl?Action=AgentTicketLockedView Of those 96 tickets 19 are "closed with success", 3 are "new", and 71 are "open". Wait... Getting calculator... Yes, 19 + 3 + 71 = 96 ! :lol: But why are there closed tickets in My Locked Tick...
by rvwmgk
04 Jun 2015, 16:27
Forum: Help
Topic: OTRS how to add ticket type
Replies: 6
Views: 2202

Re: OTRS how to add ticket type

Thanks, crythias!

Yes, I could use Note, if all else fails.

But I wanted to make it visible in AgentTicketZoom in the top menu:

Back | Lock | History | Print | Priority | Type | Free Fields | Link | etc. | etc. | etc.

In the video it's right there.

How can I accomplish that?
by rvwmgk
04 Jun 2015, 15:22
Forum: Help
Topic: OTRS how to add ticket type
Replies: 6
Views: 2202

OTRS how to add ticket type

I have created 2 ticket types in Admin > Ticket Settings > Types. But when I open a ticket I see the following in the top menu: Back | Lock | History | Print | Priority | Free Fields | Link | Owner | Customer | Note | Phone Call Outbound | Phone Call Inbound | E-Mail Outbound | Merge | Pending | Clo...
by rvwmgk
27 Apr 2015, 16:44
Forum: Help
Topic: OTRS article overview columns in ticket detail
Replies: 8
Views: 887

Re: OTRS article overview columns in ticket detail

Could someone comment on this, please? Thanks in advance!
by rvwmgk
23 Apr 2015, 09:49
Forum: Help
Topic: OTRS open new ticket default view article 1
Replies: 2
Views: 357

Re: OTRS open new ticket default view article 1

Could someone comment on this, please?
by rvwmgk
16 Apr 2015, 16:43
Forum: Help
Topic: OTRS window when replying change size
Replies: 1
Views: 343

Re: OTRS window when replying change size

Ah, found it myself! I knew I had seen it before. In SysConfig there are two settings 1. Frontend::RichTextWidth Default value: 620 Defines the width for the rich text editor component. Enter number (pixels) or percent value (relative). 2. Frontend::RichTextHeight Default value: 320 Defines the heig...
by rvwmgk
16 Apr 2015, 16:29
Forum: Help
Topic: OTRS window when replying change size
Replies: 1
Views: 343

OTRS window when replying change size

When you reply to a ticket a new popup window opens.

Is there a setting to change the size of that window?
by rvwmgk
15 Apr 2015, 16:15
Forum: Help
Topic: OTRS article overview columns in ticket detail
Replies: 8
Views: 887

OTRS article overview columns in ticket detail

When I open a ticket there are several default columns:

* | TYPE | <=> | FROM | SUBJECT | CREATED | @

Is it possible to change them?

I'd like to add a TO column.
by rvwmgk
15 Apr 2015, 12:58
Forum: Help
Topic: OTRS open new ticket default view article 1
Replies: 2
Views: 357

OTRS open new ticket default view article 1

When I open a ticket the default view is article 2 = Auto Response : default reply (after new ticket)

Is it possible to make the default view article 1 = the original email sent by the customer?

I searched SysConfig for "article" but could not find it.
by rvwmgk
09 Apr 2015, 16:23
Forum: Help
Topic: Response time seems to be a bit off [SOLVED]
Replies: 1
Views: 312

Response time seems to be a bit off [SOLVED]

Queue Settings > Queues For the Misc queue I have set the "Escalation - first response time (minutes)" to 1200 (20 hours). However, the response time seems to be a bit off, for example in Ticket#5000905 : Age: 9 m Created: 09/04/2015 12:30 State: new Locked: unlock Priority: 3 normal Queue...
by rvwmgk
02 Apr 2015, 15:48
Forum: Help
Topic: Ticket without reply after 24 hours: change priority
Replies: 2
Views: 262

Re: Ticket without reply after 24 hours: change priority

Ufa! Sometimes you're looking for a solution and you're looking and searching and digging deeper and deeper and you start picking your nose (not me) and it's right there in front of you!

Case solved.

Many thanks, EXG133 !!!
by rvwmgk
02 Apr 2015, 15:18
Forum: Help
Topic: Ticket without reply after 24 hours: change priority
Replies: 2
Views: 262

Ticket without reply after 24 hours: change priority

I am using GenericAgent to change the priority of tickets without reply after 24 hours from 3 = normal to 4 = high.

However, as GenericAgent does not use business hours tickets that arrive in the weekend are always high priority on Monday morning.

Is there any way to avoid that?
by rvwmgk
30 Mar 2015, 11:17
Forum: Help
Topic: safe to remove default queus?
Replies: 3
Views: 319

Re: safe to remove default queus?

Thanks for your reply, EXG133!!!

Yes, excellent point! But if I'm not mistaking Default postmaster queue is defined in PostMaster Mail Accounts, not in SysCongig.

Anything in SysConfig you can think of that should be verified?

Grtz,

RvW
by rvwmgk
26 Mar 2015, 18:53
Forum: Help
Topic: safe to remove default queus?
Replies: 3
Views: 319

safe to remove default queus?

Is it safe to set the default queues that as inactive?

Postmaster, Misc, Junk,...

Can they be set as inactive or do they *have* to be used for some reason?

Let's suppose this is a fresh OTRS install with no tickets, no filters, no noting. :)
by rvwmgk
19 Mar 2015, 18:52
Forum: Howtos
Topic: Change date format in OTRS
Replies: 0
Views: 1120

Change date format in OTRS

I saw a couple of questions and replies on the web on how to change the date format in OTRS. To change the date format in OTRS: - check and modify Kernel/Language/[languagecode].pm example: Kernel/Language/en.pm # date formats (%A=WeekDay;%B=LongMonth;%T=Time;%D=Day;%M=Month;%Y=Year;) $Self->{DateFo...
by rvwmgk
11 Mar 2015, 18:41
Forum: Help
Topic: Rename template consequences
Replies: 1
Views: 268

Rename template consequences

What are the consequences if I rename a template?

AFAICT this shouldn't be any problem. Templates have a template ID so I should be fine, right?

I will only rename templates that were once created (a long time ago) but they were actually never used.

Or is it better to just delete them?
by rvwmgk
10 Mar 2015, 18:14
Forum: Help
Topic: Rename queue
Replies: 1
Views: 272

Rename queue

What are the consequences if I rename a queue?

If there is a Postmaster filter the queue name will also have to be modified there, right?

Anything else I should keep in mind?

Go to advanced search