Search found 55 matches

by keerthi
27 Apr 2015, 11:02
Forum: Help
Topic: Priority based escalations in OTRS.
Replies: 5
Views: 657

Re: Priority based escalations in OTRS.

crythias ,

if u r not understand my questions please ignore it, and dont post the replies like that.
by keerthi
27 Apr 2015, 06:38
Forum: Help
Topic: Priority based escalations in OTRS.
Replies: 5
Views: 657

Re: Priority based escalations in OTRS.

can you pls provide me that link and i configured in genericAgent section of otrs but it is not working.

please find the below screen shots, i configured like that, still i need to configure anywhere else can u please help me.


Thank u..
by keerthi
24 Apr 2015, 15:05
Forum: Help
Topic: Priority based escalations in OTRS.
Replies: 5
Views: 657

Priority based escalations in OTRS.

Hi,

can you please explain me Priority based escalations in OTRS.
by keerthi
02 Apr 2015, 11:40
Forum: Help
Topic: Queue.pm file not found error
Replies: 3
Views: 317

Re: Queue.pm file not found error

I changed kernel to Kernel, now it is working.
Thank you so much.


Keerthi.
by keerthi
02 Apr 2015, 11:21
Forum: Help
Topic: Queue.pm file not found error
Replies: 3
Views: 317

Re: Queue.pm file not found error

in SystemLog i am getting the below error.
Module kernel/System/Queue.pm not found/could not be loaded!

Thank u.
by keerthi
01 Apr 2015, 12:57
Forum: Help
Topic: Queue.pm file not found error
Replies: 3
Views: 317

Queue.pm file not found error

Hi,

I am unable to loginto the OTRS customer panel..
i am getting below error can any one help pls....
Error Message: Module kernel/System/Queue.pm not found/could not be loaded!
by keerthi
01 Apr 2015, 12:35
Forum: Help
Topic: Ticket Escalation in OTRS
Replies: 3
Views: 434

Re: Ticket Escalation in OTRS

thank you for the quick response,

but i am not getting the notification mail..
by keerthi
01 Apr 2015, 11:39
Forum: Help
Topic: Ticket Escalation in OTRS
Replies: 3
Views: 434

Ticket Escalation in OTRS

Hi, I added Event for ticket escalation in GenericAgent,but i am getting log like below Mon Mar 30 11:07:16 2015 notice OTRS-CGI-10 New GenericAgent job 'TICKET ESCALATION FOR NORMAL PRIORITY TICKETS' added (UserID=36). Mon Mar 30 11:07:15 2015 notice OTRS-CGI-10 GenericAgent job 'TICKET ESCALATION ...
by keerthi
30 Mar 2015, 13:43
Forum: Help
Topic: Queue.pm not found error in OTRS
Replies: 2
Views: 253

Re: Queue.pm not found error in OTRS

Thank you for your response..


if you dont mind can you please tell me,webserver log means systemLog or anything else??

if it is systemLog it is showing like below:

Mon Mar 30 16:54:56 2015 error OTRS-CGI-10 Module kernel/System/Queue.pm not found/could not be loaded!..

Thank u.
by keerthi
30 Mar 2015, 11:57
Forum: Help
Topic: Queue.pm not found error in OTRS
Replies: 2
Views: 253

Queue.pm not found error in OTRS

Hi,
when i try to log in to the customer portal of OTRS i am getting the below error..

Module kernel/System/Queue.pm not found/could not be loaded!

Once you please find the below attached screenshot.


Thank u.
by keerthi
30 Mar 2015, 07:43
Forum: Help
Topic: Open Ticket Escalation not working.
Replies: 2
Views: 280

Re: Open Ticket Escalation not working.

Hi, Thank u for your response. i am getting log like this for GenericAgent Event... Mon Mar 30 11:07:16 2015 notice OTRS-CGI-10 New GenericAgent job 'TICKET ESCALATION FOR NORMAL PRIORITY TICKETS' added (UserID=36). Mon Mar 30 11:07:15 2015 notice OTRS-CGI-10 GenericAgent job 'TICKET ESCALATION FOR ...
by keerthi
27 Mar 2015, 09:31
Forum: Help
Topic: Open Ticket Escalation not working.
Replies: 2
Views: 280

Open Ticket Escalation not working.

Hi, I configured Escalation for open tickets in "GenericAgent" section of systemAdministration, but the tickets which are created via "NewEmailTicket" are not escalating becoz those tickets are coming under open tickets Section, only new tickets (Which are sent by mail to OTRS)escalating, Please can...
by keerthi
27 Mar 2015, 07:09
Forum: Help
Topic: how to do customer queue mapping
Replies: 2
Views: 284

Re: how to do customer queue mapping

thnak u.
by keerthi
26 Mar 2015, 08:12
Forum: Help
Topic: how to change height of header in customer portal of otrs
Replies: 1
Views: 364

Re: how to change height of header in customer portal of otrs

nobody????

I think i need to change .css file, but i dont know which .css file i need to modify...
can anyone help me.....
by keerthi
25 Mar 2015, 13:39
Forum: Help
Topic: Own Skin
Replies: 9
Views: 983

Re: Own Skin

Hi Rotyn ,

Can you please provide me the name of the css file that you have changed for changing the header height.

Thank u.
by keerthi
25 Mar 2015, 11:36
Forum: Help
Topic: how to change height of header in customer portal of otrs
Replies: 1
Views: 364

how to change height of header in customer portal of otrs

hi,

i wan to increase the header height in otrs customer portal, can any one help me i got options for changing logo and header name but how to change the height of the headerbar.
Thank you..
by keerthi
25 Mar 2015, 09:05
Forum: Help
Topic: how to do customer queue mapping
Replies: 2
Views: 284

how to do customer queue mapping

Hi, i want to display only queues which are related to that particular customer in the "TO" filed of customer panel,how to do that. now the customer can able to select all queues, but i need to restrict it, please find the below screen shot, there it is displaying 3 queues but i need to display only...
by keerthi
25 Mar 2015, 06:23
Forum: Help
Topic: Ticket Escalation.
Replies: 2
Views: 344

Re: Ticket Escalation.

its is working, just i modified GenericAgent.pm file i uncommented the escalation part in that then notification mails are sending now.
i think its related to OTRS only...
by keerthi
24 Mar 2015, 14:59
Forum: Help
Topic: escalation for open tickets...
Replies: 0
Views: 318

escalation for open tickets...

[img]Hi,


How to escalate open tickets.

and i attached one screen shot, please find that one and let me clarify one thing is that code is only for new ticket escalation??, not for open tickets.


Thank u.[/img]
by keerthi
24 Mar 2015, 11:49
Forum: Help
Topic: Escalation of Tickets
Replies: 1
Views: 260

Escalation of Tickets

[img]Hi, The Tickets which i have created by OTRS is going to "Open Tickets" section and they are not escalating, and the tickets which sent (by the mail addess like my mail id or gmail etc etc) from the outside going to "new tickets" section and they are escalating but i want both new and open tick...
by keerthi
24 Mar 2015, 09:17
Forum: Help
Topic: Ticket Escalation.
Replies: 2
Views: 344

Ticket Escalation.

Hi,

i added a job for ticket escalation in Generic Agent, tickets are escalating but i didn't get any mail notification.
can any one pls help me, in log also i am not getting any notifications.


Thank u.
by keerthi
24 Mar 2015, 06:31
Forum: Help
Topic: History add notification
Replies: 2
Views: 492

Re: History add notification

Thank u.
by keerthi
20 Mar 2015, 08:02
Forum: Help
Topic: History add notification
Replies: 2
Views: 492

History add notification

Hi, What is History add notification in otrs (Events it is there), what will happen if i select that event. unfortunately i added that notification and i deleted immediately,and ticket also i deleted but still i am getting in log like below.. Column 'owner_id' cannot be null, SQL: 'INSERT INTO ticke...
by keerthi
19 Mar 2015, 13:03
Forum: Help
Topic: Reply and ReplyAll not working in otrs.
Replies: 6
Views: 606

Re: Reply and ReplyAll not working in otrs.

it is working fine thank u jojo...
by keerthi
19 Mar 2015, 12:56
Forum: Help
Topic: Reply and ReplyAll not working in otrs.
Replies: 6
Views: 606

Re: Reply and ReplyAll not working in otrs.

ok i will try, thank u so much for your quick response.
by keerthi
19 Mar 2015, 12:37
Forum: Help
Topic: Reply and ReplyAll not working in otrs.
Replies: 6
Views: 606

Re: Reply and ReplyAll not working in otrs.

sorry for the inconvenience,
I am asking about reply and replyall options which are available in below screen please check it once.

Thank you.
by keerthi
19 Mar 2015, 12:05
Forum: Help
Topic: Reply and ReplyAll not working in otrs.
Replies: 6
Views: 606

Re: Reply and ReplyAll not working in otrs.

Thank u for your quick response,
please find the below attachment,there is no option to select reply type in template.
by keerthi
19 Mar 2015, 11:40
Forum: Help
Topic: Reply and ReplyAll not working in otrs.
Replies: 6
Views: 606

Reply and ReplyAll not working in otrs.

Hi,

Reply and Reply All are not working in OTRS.
if i want give reply to the ticket how..


Thank u.
by keerthi
18 Mar 2015, 15:07
Forum: Help
Topic: OTRS tag to get the mail address which is configured in System Email Addresses Management
Replies: 2
Views: 525

Re: OTRS tag to get the mail address which is configured in System Email Addresses Management

like <OTRS_CUSTOMER_EMAIL[16]> to get customer email, is there anyway to get the mail address which is configured in System Email Addresses Management for sending mails from otrs, because i have configured two mail ids for two queues. for sending notifications i want different mail addresses accordi...
by keerthi
18 Mar 2015, 13:59
Forum: Help
Topic: OTRS tag to get the mail address which is configured in System Email Addresses Management
Replies: 2
Views: 525

OTRS tag to get the mail address which is configured in System Email Addresses Management

Hi,

Can anyone tell me the OTRS tag to get the mail address which is configured in System Email Addresses Management.

thank u.
by keerthi
18 Mar 2015, 11:33
Forum: Help
Topic: Can i able to delete a test queues and test agents from otrs
Replies: 2
Views: 283

Can i able to delete a test queues and test agents from otrs

Hi All,

i have created test queues and agents for testing purpose.
and now i want to delete that queues and agents,is it possible if it is possible please explain me the process..

Thanks.
by keerthi
18 Mar 2015, 11:31
Forum: Help
Topic: Can i add two sender mails in OTRS.
Replies: 7
Views: 901

Re: Can i add two sender mails in OTRS.

thank u for ur response.
by keerthi
18 Mar 2015, 07:51
Forum: Help
Topic: Can i add two sender mails in OTRS.
Replies: 7
Views: 901

Re: Can i add two sender mails in OTRS.

Sorry Mail address only.
Can you please explain how...

and how to configure SendmailModule::AuthUser and SendmailModule::AuthPassword for the two mail addresses in
Edit Config Settings in Framework -> Core::Sendmail.

Thank you..
by keerthi
18 Mar 2015, 07:14
Forum: Help
Topic: Can i add two sender mails in OTRS.
Replies: 7
Views: 901

Can i add two sender mails in OTRS.

Hi,
Can i configure two mail ids for sender mail (EmailSettings-->EmailAddress) in OTRS...





Thank you.
by keerthi
17 Mar 2015, 06:25
Forum: Help
Topic: Notification for Note..
Replies: 0
Views: 261

Notification for Note..

Hi All,

I want notification only for note to all the members in particular group,
if i configured in notification section, i am getting notification for all events like pending,close etc etc.
but i want notification only for note.
can anyone help...


Thank you..
by keerthi
05 Mar 2015, 09:41
Forum: Help
Topic: difference between emial notification-ext and int
Replies: 2
Views: 312

difference between emial notification-ext and int

Hi,

Can anyone explain me the different notification article types..
what is notification-ext and
what is notification-int.

Thanks
by keerthi
05 Mar 2015, 08:12
Forum: Help
Topic: new ticket notification to queue members..
Replies: 0
Views: 281

new ticket notification to queue members..

Hi.. new ticket notification problem ------------------------------------ the mail id in "To" is getting new ticket notification, but the mail ids which are in the queue is not getting new ticket notification. but in log it shows Sent agent 'NewTicket' notification to 'xxx@yyy.com'. but not getting ...
by keerthi
05 Mar 2015, 06:02
Forum: Help
Topic: Escalating ticket notification
Replies: 1
Views: 274

Escalating ticket notification

Hi, I am getting genericAgent.pm not found or not loaded error while escalating ticket notification, ticket is escalating but mail is not sending, can anyone help me..... "GenericAgent.pm" is already present in "/opt/otrs/Kernel/Config/" folder. Still I am getting the error. Can you help me to resol...
by keerthi
03 Mar 2015, 13:35
Forum: Help
Topic: Problem with mail
Replies: 10
Views: 3794

Re: Problem with mail

Hi, "GenericAgent.pm" is already present in "/opt/otrs/Kernel/Config/" folder. Still I am getting the error. Can you help me to resolve the issue # -- # Kernel/Config/GenericAgent.pm - config file of generic agent # Copyright (C) 2001-2012 OTRS AG, http://otrs.org/ # -- # This software comes with AB...
by keerthi
03 Mar 2015, 12:12
Forum: Help
Topic: Problem with mail
Replies: 10
Views: 3794

Re: Problem with mail

and i am getting
Module Kernel/Config/GenericAgent.pm not found/could not be loaded! error....
by keerthi
03 Mar 2015, 09:40
Forum: Help
Topic: Problem with mail
Replies: 10
Views: 3794

Escalation of tickets

For auto escalation i did i like this

Queues-->select the queue for edit-->in that i change Escalation first response time to 15 mins..

Here where i need to mention the mail id for escalation( i need to escalate ticket for that mail id).
can anyone help..
by keerthi
03 Mar 2015, 06:33
Forum: Help
Topic: Problem with mail
Replies: 10
Views: 3794

Re: Problem with sending notification mail

for Send notification to agents when there are new tickets i did like this

In Admin → Agent Management → Agent select the agent you want, in "New Ticket Notification" choose yes and in "My Queues" select them all and click Submit.

Still i need to do anything else..
by keerthi
02 Mar 2015, 09:37
Forum: Help
Topic: Problem with mail
Replies: 10
Views: 3794

Re: Problem with mail

can anyone help ...
by keerthi
27 Feb 2015, 14:37
Forum: Help
Topic: Problem with mail
Replies: 10
Views: 3794

getting error while send a notification mail for a new ticket

I tried by deactivating auth user name and pwd but no use..
by keerthi
27 Feb 2015, 12:33
Forum: Help
Topic: Problem with mail
Replies: 10
Views: 3794

Problem with mail

hi, i am using windows 7 o.s, mail notification is not working properly after creating a new ticket, and i am getting below error , can any one help me.. after click on create ticket i got below error ---------------------------------------------------------- Line: 2083 Module: Kernel::Modules::Agen...
by keerthi
25 Feb 2015, 13:19
Forum: Help
Topic: can otrs create ticket by itself for every incoming mail
Replies: 13
Views: 1342

otrs-dashboard open tickets

Hi,

How can i disable the "all tickets" view in "open tickets" section of the dashboard..
only admin can able to see "all tickets",remaining people can only able to see the tickets in their queues.


Thank u.
by keerthi
25 Feb 2015, 13:11
Forum: Help
Topic: Hide tickets from non-queues.
Replies: 1
Views: 298

Hide tickets from non-queues.

Hi,

How can i disable the all tickets view in open tickets section of the dashboard
only admin can able to see all tickets,remaining people can only able to see the tickets in their queues,
can anyone help me.

thank you.
by keerthi
25 Feb 2015, 08:37
Forum: Help
Topic: can otrs create ticket by itself for every incoming mail
Replies: 13
Views: 1342

Re: can otrs create ticket by itself for every incoming mail

I found solution just now,no need to tell all users....

There is away to to change the status of New Ticket Notification to 'yes' for all the agents at a time

frontend::agent::preferences::newticketNotify
here change the data selected to "1" .