Search found 26 matches

by Wojtek
30 Jan 2015, 11:36
Forum: Help
Topic: [3.3.8] email sometimes goes to wrong queue when to and cc fields are filled
Replies: 2
Views: 564

[3.3.8] email sometimes goes to wrong queue when to and cc fields are filled

Hello, OTRS is configured to get emails by field TO and put them to the proper queue (Administrator->PostMaster Mail Accounts, Dispatching: Dispatching by email To: field). On the other side there are distribution lists (list1, list2, list3, etc. - every has its own e-mail address) which include ema...
by Wojtek
25 Sep 2014, 14:56
Forum: Help
Topic: ticket type based on queue
Replies: 3
Views: 737

Re: ticket type based on queue

thank You for direction. I already added dynamic field to ticket closed form. But have problem with second part - Access Control List (ACL) Editor. Don't really know how to make this field visible only with one queue. I've looked for examples on the Internet, but couldn't find any with ACL Editor. C...
by Wojtek
25 Sep 2014, 11:10
Forum: Help
Topic: ticket type based on queue
Replies: 3
Views: 737

ticket type based on queue

Is it possible to set different ticket type for each queue?

If not, what other sollution do You suggest?

There is a need to label each ticket and later use that label in statistics (group tickets by label).

Regards,
Wojtek
by Wojtek
08 Aug 2014, 09:05
Forum: Help
Topic: forward customer email to OTRS
Replies: 3
Views: 758

Re: forward customer email to OTRS

Ok, so it looks that this problem is not solved within OTRS and needs to find some workaround.

Thank You for hints.

Regards,
Wojtek
by Wojtek
07 Aug 2014, 16:11
Forum: Help
Topic: PostMaster Filter - get CC field value
Replies: 7
Views: 1750

Re: PostMaster Filter - get CC field value

Redirect - sending email as another person is not allowed by the email server. With PostMaster filter there is general problem modifying headers. No matter you change X-OTRS-CustomerNo and X-OTRS-CustomerUser, there is still problem answering ticket, because it is sent to the email that is in from f...
by Wojtek
07 Aug 2014, 14:10
Forum: Help
Topic: forward customer email to OTRS
Replies: 3
Views: 758

forward customer email to OTRS

According to this thread: PostMaster Filter - get CC field value ( http://forums.otterhub.org/viewtopic.php?f=62&t=26010 ), how can agent forward received message (on private email) from customer to OTRS to be treated as sent from customer? In that case, the customer of the new ticket would be the r...
by Wojtek
07 Aug 2014, 12:27
Forum: Help
Topic: PostMaster Filter - get CC field value
Replies: 7
Views: 1750

Re: PostMaster Filter - get CC field value

Thank You for the answer. I am using MS Outlook 2007 and according to Your direction, I found this: http://help.unc.edu/help/instructions-on-how-to-bounce-email/ Anyway, it's not working. Bouncing email would be great, but at the moment I can achieve that only by setting automatic rule. Unfortunatel...
by Wojtek
07 Aug 2014, 08:34
Forum: Help
Topic: PostMaster Filter - get CC field value
Replies: 7
Views: 1750

Re: PostMaster Filter - get CC field value

I managed to recognize if cc field is empty, I put regexp into Cc value:

Filter Condition
Header 1: Cc Value 1: \\*@domain.com

I'm still looking the way to read this CC value and use it in Set Email Headers section.

Can anybody help me please?

Regards,
Wojtek
by Wojtek
05 Aug 2014, 09:29
Forum: Help
Topic: PostMaster Filter - get CC field value
Replies: 7
Views: 1750

PostMaster Filter - get CC field value

Hi, A problem description: Some customers send emails (tickets) on private agent's email addresses, so agents need to use: New email ticket to register them in OTRS. I would like to make it possible to just forward a message to the queue. So I image that it could work like an agent forwards the mess...
by Wojtek
31 Jul 2014, 13:01
Forum: Howtos
Topic: Enable Chat Widget on OTRS Dashboard
Replies: 26
Views: 73155

Re: Enable Chat Widget on OTRS Dashboard

I managed to run chat in OTRS 3.2.6 ( haven't checked yet with 3.3.8 ). It's on Debian + PHP working. I copied extracted files (first post-to have access need to be logged in this forum) to: /opt/otrs/phpfreechat Changed rights to files: chmod 0775 /opt/otrs/phpfreechat/ -R Changed owner of files to...
by Wojtek
30 Jul 2014, 15:09
Forum: Help
Topic: Missing image, rtf message format
Replies: 2
Views: 757

Re: Missing image, rtf message format

So OTRS doesn't handle rtf format (with images)?
I see there the whole message (text) but no images.

The same message in Outlook has all text and images.

Regards,
Wojtek
by Wojtek
30 Jul 2014, 13:59
Forum: Help
Topic: Missing image, rtf message format
Replies: 2
Views: 757

Missing image, rtf message format

Hello,

the problem is that when receive a message in OTRS, sent from Outlook as RTF format with image pasted, the image is missing.

Is it a normal behaviour?

The same message as HTML format works fine (image is visible in OTRS).

Regards,
Wojtek
by Wojtek
15 Jul 2014, 09:46
Forum: Help
Topic: [3.3.8] Set dynamic field value globally
Replies: 1
Views: 757

Re: [3.3.8] Set dynamic field value globally [SOLVED]

1. activate:

Ticket::EventModulePost###TicketDynamicFieldDefault

2. set dynamic field here (Event=TicketCreate, Name=text1, Value=1):

Ticket::TicketDynamicFieldDefault###Element1

In this case, each time a ticket is created, it has set text1 value as above (2).

Regards,
Wojtek
by Wojtek
15 Jul 2014, 08:41
Forum: Help
Topic: [3.3.8] Set dynamic field value globally
Replies: 1
Views: 757

[3.3.8] Set dynamic field value globally

I added dynamic field (checkbox) called text1 in: Ticket::Frontend::AgentTicketClose###DynamicField so, text1 appears on form when close ticket, and I can check (uncheck) it. The default value in Dynamic Fields category is set to: Checked Then in Notifications (Event) I added one, that is based on t...
by Wojtek
24 Jun 2014, 08:20
Forum: General
Topic: [OTRS 3.3.5]-autofill bcc field while answering ticket
Replies: 7
Views: 1724

Re: [OTRS 3.3.5]-autofill bcc field while answer.. [solved]

A function to add address is (in this case it is added to cc field):

Core.Agent.CustomerSearch.AddTicketCustomer( 'CcCustomer', 'email address') );

Regards
Wojtek
by Wojtek
20 Jun 2014, 14:56
Forum: General
Topic: [OTRS 3.3.5]-autofill bcc field while answering ticket
Replies: 7
Views: 1724

Re: [OTRS 3.3.5]-autofill bcc field while answering ticket

Here You can add javaScript file to specific form: |-> SysConfig|-> Ticket|-> Frontend::Agent::ModuleRegistration e.g. Frontend::Module###AgentTicketCompose - is to form opened when answer email ticket So I created js file, copy it to /opt/otrs/var/httpd/htdocs/js where are all js and then add it to...
by Wojtek
10 Apr 2014, 10:16
Forum: General
Topic: [OTRS 3.3.5]-autofill bcc field while answering ticket
Replies: 7
Views: 1724

Re: [OTRS 3.3.5]-autofill bcc field while answering ticket

Thank You for direction. I've looked that file and tried to find the right section. Is it possible to achieve something like: When I answering queue1, put automatically email: group1@domain.com to BCC field, when answering queue2 put automatically email: group2@domain.com to BCC field, etc? Regards,...
by Wojtek
01 Apr 2014, 09:19
Forum: General
Topic: [OTRS 3.3.5]-autofill bcc field while answering ticket
Replies: 7
Views: 1724

Re: [OTRS 3.3.5]-autofill bcc field while answering ticket

Anybody could point me a file which needs to be modified?

Regards,
Wojtek
by Wojtek
18 Mar 2014, 15:29
Forum: General
Topic: [OTRS 3.3.5] System Log level
Replies: 8
Views: 2406

Re: [OTRS 3.3.5] System Log level

But when You check OTRS logs, then notice, that there is a lot of [notice] logs and only a few of [info] :)
by Wojtek
18 Mar 2014, 12:47
Forum: General
Topic: [OTRS 3.3.5] System Log level
Replies: 8
Views: 2406

Re: [OTRS 3.3.5] System Log level

After edit Log.pm in Package Manager I got message:

MinimumLogLevel 0.0.1 - Package not correctly deployed! Please reinstall the package. .

Status of Kernel/System/Log.pm file is not valid.

How to manage with that?

Regards,
Wojtek
by Wojtek
18 Mar 2014, 11:44
Forum: General
Topic: [OTRS 3.3.5]-autofill bcc field while answering ticket
Replies: 7
Views: 1724

[OTRS 3.3.5]-autofill bcc field while answering ticket

How can I set autofilling bcc field and cc field, when answering ticket (in OTRS).
I would like to set fixed address depends on queue.

Regards,
Wojtek
by Wojtek
18 Mar 2014, 11:34
Forum: General
Topic: [OTRS 3.3.5] System Log level
Replies: 8
Views: 2406

Re: [OTRS 3.3.5] System Log level

Follow Your direction I changed swap priority of [info] and [notice] and now looks fine.

By the way, isn't it the right order of log level priority ([notice] less important than [info])?

Thank You for help.

Regards,
Wojtek
by Wojtek
18 Mar 2014, 10:19
Forum: General
Topic: [OTRS 3.3.5] System Log level
Replies: 8
Views: 2406

Re: [OTRS 3.3.5] System Log level

I installed this package and the result is:
when change level to [info], [notice] logs still appear.

When change to [error], then is ok.

My aim is to have logs from [info] level (no [notice]).

How can I achieve that?

Regards,
Wojtek
by Wojtek
17 Mar 2014, 13:30
Forum: General
Topic: [OTRS 3.3.5] System Log level
Replies: 8
Views: 2406

[OTRS 3.3.5] System Log level

I don't exactly know, when that happened, but now in System Log there appear very detailed informations, like: [notice] Run GenericAgent Job 'trigger escalation events' from config file. In one second there can be a few logs. Lately I have made some changes to OTRS like: - activate crone jobs and se...