Search found 26 matches
- 05 Feb 2015, 14:43
- Forum: Help
- Topic: [3.3.8] email sometimes goes to wrong queue when to and cc fields are filled
- Replies: 2
- Views: 1328
Re: [3.3.8] email sometimes goes to wrong queue when to and cc fields are filled
Some suggestions please?
- 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: 1328
[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...
- 25 Sep 2014, 14:56
- Forum: Help
- Topic: ticket type based on queue
- Replies: 3
- Views: 1622
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...
- 25 Sep 2014, 11:10
- Forum: Help
- Topic: ticket type based on queue
- Replies: 3
- Views: 1622
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
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
- 08 Aug 2014, 09:05
- Forum: Help
- Topic: forward customer email to OTRS
- Replies: 3
- Views: 1606
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
Thank You for hints.
Regards,
Wojtek
- 07 Aug 2014, 16:11
- Forum: Help
- Topic: PostMaster Filter - get CC field value
- Replies: 7
- Views: 3940
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...
- 07 Aug 2014, 14:10
- Forum: Help
- Topic: forward customer email to OTRS
- Replies: 3
- Views: 1606
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 t...
- 07 Aug 2014, 12:27
- Forum: Help
- Topic: PostMaster Filter - get CC field value
- Replies: 7
- Views: 3940
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...
- 07 Aug 2014, 08:34
- Forum: Help
- Topic: PostMaster Filter - get CC field value
- Replies: 7
- Views: 3940
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
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
- 05 Aug 2014, 09:29
- Forum: Help
- Topic: PostMaster Filter - get CC field value
- Replies: 7
- Views: 3940
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...
- 31 Jul 2014, 13:01
- Forum: Howtos
- Topic: Enable Chat Widget on OTRS Dashboard
- Replies: 26
- Views: 140759
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...
- 30 Jul 2014, 15:09
- Forum: Help
- Topic: Missing image, rtf message format
- Replies: 2
- Views: 1461
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
I see there the whole message (text) but no images.
The same message in Outlook has all text and images.
Regards,
Wojtek
- 30 Jul 2014, 13:59
- Forum: Help
- Topic: Missing image, rtf message format
- Replies: 2
- Views: 1461
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
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
- 15 Jul 2014, 09:46
- Forum: Help
- Topic: [3.3.8] Set dynamic field value globally
- Replies: 1
- Views: 1383
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
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
- 15 Jul 2014, 08:41
- Forum: Help
- Topic: [3.3.8] Set dynamic field value globally
- Replies: 1
- Views: 1383
[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...
- 24 Jun 2014, 08:20
- Forum: General
- Topic: [OTRS 3.3.5]-autofill bcc field while answering ticket
- Replies: 7
- Views: 3322
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
Core.Agent.CustomerSearch.AddTicketCustomer( 'CcCustomer', 'email address') );
Regards
Wojtek
- 20 Jun 2014, 14:56
- Forum: General
- Topic: [OTRS 3.3.5]-autofill bcc field while answering ticket
- Replies: 7
- Views: 3322
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...
- 18 Apr 2014, 13:55
- Forum: General
- Topic: [OTRS 3.3.5]-autofill bcc field while answering ticket
- Replies: 7
- Views: 3322
Re: [OTRS 3.3.5]-autofill bcc field while answering ticket
Any direction, please?
- 10 Apr 2014, 10:16
- Forum: General
- Topic: [OTRS 3.3.5]-autofill bcc field while answering ticket
- Replies: 7
- Views: 3322
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,...
- 01 Apr 2014, 09:19
- Forum: General
- Topic: [OTRS 3.3.5]-autofill bcc field while answering ticket
- Replies: 7
- Views: 3322
Re: [OTRS 3.3.5]-autofill bcc field while answering ticket
Anybody could point me a file which needs to be modified?
Regards,
Wojtek
Regards,
Wojtek
- 18 Mar 2014, 15:29
- Forum: General
- Topic: [OTRS 3.3.5] System Log level
- Replies: 8
- Views: 4353
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]
- 18 Mar 2014, 12:47
- Forum: General
- Topic: [OTRS 3.3.5] System Log level
- Replies: 8
- Views: 4353
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
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
- 18 Mar 2014, 11:44
- Forum: General
- Topic: [OTRS 3.3.5]-autofill bcc field while answering ticket
- Replies: 7
- Views: 3322
[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
I would like to set fixed address depends on queue.
Regards,
Wojtek
- 18 Mar 2014, 11:34
- Forum: General
- Topic: [OTRS 3.3.5] System Log level
- Replies: 8
- Views: 4353
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 the way, isn't it the right order of log level priority ([notice] less important than [info])?
Thank You for help.
Regards,
Wojtek
- 18 Mar 2014, 10:19
- Forum: General
- Topic: [OTRS 3.3.5] System Log level
- Replies: 8
- Views: 4353
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
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
- 17 Mar 2014, 13:30
- Forum: General
- Topic: [OTRS 3.3.5] System Log level
- Replies: 8
- Views: 4353
[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...