Is OTRS Community Edition v6 responsive?
I Googled it but couldn't find it. Also checked the website.
Search found 55 matches
- 26 Sep 2018, 09:21
- Forum: Help
- Topic: Is OTRS Community Edition v6 responsive?
- Replies: 1
- Views: 1150
- 21 Aug 2018, 11:22
- Forum: General
- Topic: What I miss most in OTRS
- Replies: 1
- Views: 997
What I miss most in OTRS
I guess "real" mailboxes (not such a good word, "folder" would be better) like Inbox, Sent items, etc. I will explain why. I have some filters like Watched, Watched New, Locked, Locked Reminder Reached, etc. These are great but when an agent receives a reply (Filter=New) once he ...
- 05 Jun 2018, 12:27
- Forum: General
- Topic: One (1) OTRS for multiple customers?
- Replies: 1
- Views: 9445
One (1) OTRS for multiple customers?
Hi, We would ike to do support for different customers. We would like to use one (1) OTRS installation. Is this possible? In such a case can each customer have its own page/site: http://client1.our-otrs.tld http://client2.our-otrs.tld http://client3.our-otrs.tld Is this possible? How would I do this...
- 07 Dec 2017, 10:43
- Forum: Help
- Topic: Ticket::Watcher throws an error
- Replies: 1
- Views: 1386
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...
- 06 Dec 2017, 11:29
- Forum: Help
- Topic: Ticket::Watcher throws an error
- Replies: 1
- Views: 1386
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...
- 19 Aug 2016, 14:06
- Forum: Help
- Topic: change column width
- Replies: 4
- Views: 2360
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...
- 17 Aug 2016, 09:31
- Forum: Help
- Topic: change column width
- Replies: 4
- Views: 2360
Re: change column width
Any ideas anyone?
- 08 Aug 2016, 10:52
- Forum: Help
- Topic: change column width
- Replies: 4
- Views: 2360
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.
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.
- 05 Jan 2016, 10:13
- Forum: Help
- Topic: OTRS spam hyperlink in menu
- Replies: 2
- Views: 1472
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!
I created the flwg generic agent:
Select Tickets: Queue: Junk
Update/Add Ticket Attributes: Set new state: closed with success
This works perfectly!
- 04 Jan 2016, 17:50
- Forum: Help
- Topic: OTRS spam hyperlink in menu
- Replies: 2
- Views: 1472
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 ...
- 09 Dec 2015, 16:57
- Forum: Help
- Topic: OTRS block content or link in ticket
- Replies: 2
- Views: 1340
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...
- 30 Oct 2015, 12:14
- Forum: Help
- Topic: Unable to grant read-only access to queue
- Replies: 7
- Views: 6858
Re: Unable to grant read-only access to queue
Thanks a lot, robertk! That works like a charm!robertk wrote:there's a setting in Sysconfig -> Ticket -> Frontend::Agent::Ticket::ViewQueue
- 27 Aug 2015, 12:09
- Forum: Help
- Topic: Setting Service/SLA to new ticket.
- Replies: 10
- Views: 4866
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...
- 24 Aug 2015, 17:45
- Forum: Help
- Topic: Workflow Rule: Customer Reminder for still opened Tickets ++
- Replies: 5
- Views: 2279
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?
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?
- 04 Aug 2015, 14:54
- Forum: Help
- Topic: How to set up Priority Support
- Replies: 2
- Views: 1644
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 ...
- 04 Aug 2015, 11:50
- Forum: Help
- Topic: Closed tickets in My Locked Tickets
- Replies: 14
- Views: 8146
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...
No Generic Agent.
(Only one Generic Agent to delete junk email after 60 days.)
Strange...
- 04 Aug 2015, 10:47
- Forum: Help
- Topic: Closed tickets in My Locked Tickets
- Replies: 14
- Views: 8146
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 ...
- 04 Aug 2015, 09:59
- Forum: Help
- Topic: Closed tickets in My Locked Tickets
- Replies: 14
- Views: 8146
Re: Closed tickets in My Locked Tickets
So this is a bug in OTRS?
- 03 Aug 2015, 10:09
- Forum: Help
- Topic: Closed tickets in My Locked Tickets
- Replies: 14
- Views: 8146
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.
Why only those 2?
This doesn't make sense to me.
- 03 Aug 2015, 09:54
- Forum: Help
- Topic: Closed tickets in My Locked Tickets
- Replies: 14
- Views: 8146
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...
- 17 Jul 2015, 12:22
- Forum: Help
- Topic: send email when pending auto close
- Replies: 12
- Views: 6983
Re: send email when pending auto close
Well, that someone is you!crythias wrote:filter will only filter on what's specified and assume "matches all" if not specified.
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.
- 16 Jul 2015, 17:28
- Forum: Help
- Topic: send email when pending auto close
- Replies: 12
- Views: 6983
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?
But the mail is still not being sent.
Any other suggestions?
- 14 Jul 2015, 17:59
- Forum: Help
- Topic: send email when pending auto close
- Replies: 12
- Views: 6983
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?
- 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?
- 14 Jul 2015, 15:54
- Forum: Help
- Topic: FW mail with ticket ID using GenericAgent
- Replies: 2
- Views: 6587
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 ...
- 14 Jul 2015, 15:51
- Forum: Help
- Topic: backup error
- Replies: 1
- Views: 7178
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?
Do you really need Schedule minutes?
Maybe only hours is sufficient?
- 14 Jul 2015, 15:47
- Forum: Help
- Topic: send email when pending auto close
- Replies: 12
- Views: 6983
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....
- 13 Jul 2015, 17:03
- Forum: Help
- Topic: Pending Auto Close+ opened my ticket (solved)
- Replies: 5
- Views: 3703
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...
- 13 Jul 2015, 10:01
- Forum: Help
- Topic: Pending Auto Close+ opened my ticket (solved)
- Replies: 5
- Views: 3703
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 -...
- 10 Jul 2015, 12:34
- Forum: Help
- Topic: send email when pending auto close
- Replies: 12
- Views: 6983
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.
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.
- 10 Jul 2015, 12:31
- Forum: Help
- Topic: send email when pending auto close
- Replies: 12
- Views: 6983
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
1. the reply will be sent
2. the event notification will be sent
- 09 Jul 2015, 18:00
- Forum: Help
- Topic: send email when pending auto close
- Replies: 12
- Views: 6983
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...
- 11 Jun 2015, 16:58
- Forum: Help
- Topic: Closed tickets in My Locked Tickets
- Replies: 14
- Views: 8146
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 ...
- 05 Jun 2015, 16:37
- Forum: Help
- Topic: OTRS how to add ticket type
- Replies: 6
- Views: 6481
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...
- 05 Jun 2015, 16:22
- Forum: Help
- Topic: Closed tickets in My Locked Tickets
- Replies: 14
- Views: 8146
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&...
- 05 Jun 2015, 14:53
- Forum: Help
- Topic: Closed tickets in My Locked Tickets
- Replies: 14
- Views: 8146
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.
We use http://www.otrs.local only accessible for us on the LAN.
No customer has access to the system.
- 05 Jun 2015, 12:00
- Forum: Help
- Topic: Changing priority locks the ticket: how to avoid that? [SOLVED]
- Replies: 0
- Views: 4873
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".
Is there any way to avoid that?
Update: found it myself!
SysConfig > Frontend::Agent::Ticket::ViewPriority > Ticket::Frontend::AgentTicketPriority###RequiredLock
Set this to "No".
- 05 Jun 2015, 10:49
- Forum: Help
- Topic: Closed tickets in My Locked Tickets
- Replies: 14
- Views: 8146
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...
- 04 Jun 2015, 16:27
- Forum: Help
- Topic: OTRS how to add ticket type
- Replies: 6
- Views: 6481
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?
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?
- 04 Jun 2015, 15:22
- Forum: Help
- Topic: OTRS how to add ticket type
- Replies: 6
- Views: 6481
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...
- 27 Apr 2015, 16:44
- Forum: Help
- Topic: OTRS article overview columns in ticket detail
- Replies: 8
- Views: 3725
Re: OTRS article overview columns in ticket detail
Could someone comment on this, please? Thanks in advance!
- 23 Apr 2015, 09:49
- Forum: Help
- Topic: OTRS open new ticket default view article 1
- Replies: 2
- Views: 1508
Re: OTRS open new ticket default view article 1
Could someone comment on this, please?
- 16 Apr 2015, 16:43
- Forum: Help
- Topic: OTRS window when replying change size
- Replies: 2
- Views: 1709
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...
- 16 Apr 2015, 16:29
- Forum: Help
- Topic: OTRS window when replying change size
- Replies: 2
- Views: 1709
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?
Is there a setting to change the size of that window?
- 15 Apr 2015, 16:15
- Forum: Help
- Topic: OTRS article overview columns in ticket detail
- Replies: 8
- Views: 3725
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.
* | TYPE | <=> | FROM | SUBJECT | CREATED | @
Is it possible to change them?
I'd like to add a TO column.
- 15 Apr 2015, 12:58
- Forum: Help
- Topic: OTRS open new ticket default view article 1
- Replies: 2
- Views: 1508
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.
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.
- 09 Apr 2015, 16:23
- Forum: Help
- Topic: Response time seems to be a bit off [SOLVED]
- Replies: 1
- Views: 868
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...
- 02 Apr 2015, 15:48
- Forum: Help
- Topic: Ticket without reply after 24 hours: change priority
- Replies: 2
- Views: 1319
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 !!!
Case solved.
Many thanks, EXG133 !!!
- 02 Apr 2015, 15:18
- Forum: Help
- Topic: Ticket without reply after 24 hours: change priority
- Replies: 2
- Views: 1319
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?
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?
- 30 Mar 2015, 11:17
- Forum: Help
- Topic: safe to remove default queus?
- Replies: 3
- Views: 1529
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
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
- 26 Mar 2015, 18:53
- Forum: Help
- Topic: safe to remove default queus?
- Replies: 3
- Views: 1529
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.
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.