Search found 39 matches
- 27 Feb 2013, 11:13
- Forum: Help
- Topic: IE10 with OTRS 3.0.7
- Replies: 8
- Views: 4987
Re: IE10 with OTRS 3.0.7
I've thought about that but forcing the customers to install firefox or chrome just to use our helpdesk system is a bit too much I think..
- 27 Feb 2013, 10:47
- Forum: Help
- Topic: IE10 with OTRS 3.0.7
- Replies: 8
- Views: 4987
IE10 with OTRS 3.0.7
Hi, With the launch of IE10 for Windows 7 I expect a lot of our customers to upgrade their IE version to 10. Unfortunately we are still using OTRS 3.0.7 and after a quick test I don't seem to be able to type any text in the note part in OTRS (the complete field is greyed out). This is for both the c...
- 22 Nov 2012, 16:30
- Forum: Help
- Topic: (SOLVED)Message to customer after several days
- Replies: 9
- Views: 3111
(SOLVED)Re: Message to customer after several days
please explain which part you don't understand. Basically, you should create a TicketFreeTextField (<=3.0) and give it a label ... something like Send5DayFollowUp. Go to Generic Agent and in the filter/criteria/match part, look for "closed" and set it for "last 5 days" (it is im...
- 22 Nov 2012, 14:24
- Forum: Help
- Topic: (SOLVED)Message to customer after several days
- Replies: 9
- Views: 3111
Re: Message to customer after several days
generic agent Every Min: 00 Hours: 06 Days: highlight M-F filter close time last 5 days DynamicField Send5DayFollowUp empty/not sent (whatever default is) action set DynamicField Send5DayFollowUp to "Sent" Notification Event check TicketDynamicFieldUpdate_Send5DayFollowUp and send. I appr...
- 22 Nov 2012, 13:00
- Forum: Help
- Topic: (SOLVED)Message to customer after several days
- Replies: 9
- Views: 3111
Re: Message to customer after several days
Hi Crythias,
Thanks for the reply.
Not sure if I understand you correct but when I see DynamicField I think I need at least 3.1 ?
Thanks for the reply.
Not sure if I understand you correct but when I see DynamicField I think I need at least 3.1 ?
- 22 Nov 2012, 11:26
- Forum: Help
- Topic: (SOLVED)Message to customer after several days
- Replies: 9
- Views: 3111
Re: Message to customer after several days
Hi Jojo,
Thanks for your reply. Indeed I thought about that module and also tried it but it seems to require questions, it won't go without one.
Maybe this is different in 3.1 ?
We will be updating to 3.2 when it comes out so i'll check again then..
Thanks for your reply. Indeed I thought about that module and also tried it but it seems to require questions, it won't go without one.
Maybe this is different in 3.1 ?
We will be updating to 3.2 when it comes out so i'll check again then..
- 22 Nov 2012, 09:26
- Forum: Help
- Topic: (SOLVED)Message to customer after several days
- Replies: 9
- Views: 3111
(SOLVED)Message to customer after several days
Hi, Got a question : To up our service level I want the customer to automatically receive an e-mail after the ticket has been closed for 5 days. In this message I want to ask the customer if he is satisfied with the solution and if not he can click a link to go straight to the ticket to reopen it. C...
- 23 Oct 2012, 16:56
- Forum: Help
- Topic: Upgrading Windows Version of OTRS 3.0.7
- Replies: 0
- Views: 774
Upgrading Windows Version of OTRS 3.0.7
Hi Guys, Just a quick check. Currently I'm running version 3.0.7. on a Windows machine. I would like to upgrade to the latest version of OTRS. I've checked out some video's and if I understand them correctly I need to : - Backup my OTRS setup and DB (as in copying the data to a different location) -...
- 13 Sep 2012, 08:17
- Forum: Help
- Topic: [SOLVED]can't change CustomerTicketZoom###StateDefault
- Replies: 10
- Views: 3744
Re: can't change CustomerTicketZoom###StateDefault
Ok, thanks for the information Crythias
- 12 Sep 2012, 14:52
- Forum: Help
- Topic: [SOLVED]can't change CustomerTicketZoom###StateDefault
- Replies: 10
- Views: 3744
Re: can't change CustomerTicketZoom###StateDefault
When we insert the external note, the customer receives a e-mail message of what we wrote Instead of this, you should just click reply and the customer gets the email message. Instead of opening OTRS the customer will reply on that e-mail.(some do use the reply function but most don't). ok, I'd exp...
- 12 Sep 2012, 14:35
- Forum: Help
- Topic: [SOLVED]can't change CustomerTicketZoom###StateDefault
- Replies: 10
- Views: 3744
Re: can't change CustomerTicketZoom###StateDefault
So i'm changing the wrong setting ? Where do i change the followup state ?crythias wrote:Also, you're looking for FollowUp state, not any StateDefault.
- 12 Sep 2012, 14:32
- Forum: Help
- Topic: [SOLVED]can't change CustomerTicketZoom###StateDefault
- Replies: 10
- Views: 3744
Re: can't change CustomerTicketZoom###StateDefault
Indeed, not the note changes the state, we do so we have a clear view of new tickets and open tickets. When a new ticket is created by a customer i check who is gonne solve it and then i change the state to open. When we insert the external note, the customer receives a e-mail message of what we wro...
- 12 Sep 2012, 14:19
- Forum: Help
- Topic: [SOLVED]can't change CustomerTicketZoom###StateDefault
- Replies: 10
- Views: 3744
Re: can't change CustomerTicketZoom###StateDefault
Ok, maybe a misunderstanding here, the process is as follows : A new ticket is made (new status) We insert some information (external note) (we change the status to open) The customer reacts to this information in OTRS or via e-mail Now this is the point, OTRS should leave the current status as it i...
- 12 Sep 2012, 08:30
- Forum: Help
- Topic: [SOLVED]can't change CustomerTicketZoom###StateDefault
- Replies: 10
- Views: 3744
[SOLVED]can't change CustomerTicketZoom###StateDefault
Hi,
When a customer replies to a ticket i want the ticket te have the open state. Somehow I can't change this in the sysconfig. It keeps displaying new. If I change it to open and save, it reloads and goes back to new.
I hope someone can help me with this.
When a customer replies to a ticket i want the ticket te have the open state. Somehow I can't change this in the sysconfig. It keeps displaying new. If I change it to open and save, it reloads and goes back to new.
I hope someone can help me with this.
- 23 Nov 2011, 12:10
- Forum: Allgemeines
- Topic: 07.12.2011 - User-Treffen Rheinland (Dormagen)
- Replies: 10
- Views: 5681
Re: 07.12.2011 - User-Treffen Rheinland (Dormagen)
Ok, i'll post a link to this thread in the Dutch part of the forum.
Perhaps we get some more responds then.
Perhaps we get some more responds then.
- 23 Nov 2011, 09:24
- Forum: Allgemeines
- Topic: 07.12.2011 - User-Treffen Rheinland (Dormagen)
- Replies: 10
- Views: 5681
Re: 07.12.2011 - User-Treffen Rheinland (Dormagen)
Well my German isn't that good but I can understand it most of the time
I'm looking forward to see whats on the Agenda.
I'm thinking about going to this event.
Are there more Dutch people going ? Maybe we can drive together ?
I'm looking forward to see whats on the Agenda.
I'm thinking about going to this event.
Are there more Dutch people going ? Maybe we can drive together ?
- 22 Nov 2011, 11:58
- Forum: Allgemeines
- Topic: 07.12.2011 - User-Treffen Rheinland (Dormagen)
- Replies: 10
- Views: 5681
Re: 07.12.2011 - User-Treffen Rheinland (Dormagen)
Hi Alexander,
Is this meeting in German only or do people also speak English ?
Is this meeting in German only or do people also speak English ?
- 24 Jun 2011, 12:58
- Forum: Help
- Topic: FAQ module : "Page cannot be found"
- Replies: 1
- Views: 1154
Re: FAQ module : "Page cannot be found"
Anyone guys ?
After every click in the FAQ i need to hit refresh because the page cannot be found
After every click in the FAQ i need to hit refresh because the page cannot be found
- 22 Jun 2011, 10:31
- Forum: Help
- Topic: FAQ module : "Page cannot be found"
- Replies: 1
- Views: 1154
FAQ module : "Page cannot be found"
I recently installed the FAQ module and it works fine. The only problem with it is that frequently it shows me the error that the page cannot be found. When i hit refresh it shows up as it would normally. Is there any way i can check what the problem is or does anyone else have the same problem? The...
- 09 Jun 2011, 13:36
- Forum: Help
- Topic: only show customers in group
- Replies: 4
- Views: 2167
Re: only show customers in group
Who can I contact to get the programming done ? I understand of course that this is paid work..
- 09 Jun 2011, 08:26
- Forum: Help
- Topic: only show customers in group
- Replies: 4
- Views: 2167
Re: only show customers in group
Is there anyone who can help me with this please ?
- 07 Jun 2011, 12:55
- Forum: Help
- Topic: only show customers in group
- Replies: 4
- Views: 2167
only show customers in group
Hi, I was wondering, when I make a new Telephone ticket and I fill in a customer it shows (searches) trough all the customers. Is there any way I can limit this ? You can limit the queue's someone can see by just not putting them in that group but how does it work with this option ? I need this beca...
- 29 May 2011, 19:38
- Forum: Help
- Topic: TicketAccountTime / TicketTimeUnits
- Replies: 5
- Views: 2618
Re: TicketAccountTime / TicketTimeUnits
there must be a way to let the system send an e-mail to you with the amount of time you just put in the time spend field ? I've been going trough the code and i think i need this value <p class="Value">$Data{"TicketTimeUnits"}</p> I have no experiance with databases but i seems l...
- 29 May 2011, 15:59
- Forum: Help
- Topic: TicketAccountTime / TicketTimeUnits
- Replies: 5
- Views: 2618
Re: TicketAccountTime / TicketTimeUnits
i dont want to input them, i only what the information from that field in an automated e-mail
- 29 May 2011, 10:15
- Forum: Help
- Topic: TicketAccountTime / TicketTimeUnits
- Replies: 5
- Views: 2618
Re: TicketAccountTime / TicketTimeUnits
Thanks mshi, that solves 1 part of my problem, any idea how I can get the mail part to work ?
- 28 May 2011, 14:01
- Forum: Help
- Topic: TicketAccountTime / TicketTimeUnits
- Replies: 5
- Views: 2618
TicketAccountTime / TicketTimeUnits
I'm trying to achive the following : When an agent spents time on a ticket and he fills it in (for example at the bottem in the add note screen), the system needs to send an e-mail to him how much time was spent on that ticket with the ticket info. So i manually made a new event that sends the e-mai...
- 25 May 2011, 11:18
- Forum: Help
- Topic: add field in customer registration
- Replies: 1
- Views: 1330
- 25 May 2011, 10:38
- Forum: Help
- Topic: add field in customer registration
- Replies: 1
- Views: 1330
add field in customer registration
I would like to add a 5th field in the customer registration form (location). It's the same field that is located in the profile of the customer (whitch you can edit as an agent). So something like this : Create account Titel Name Last name E-mail adress Location -> when they fill this in it also sh...
- 19 May 2011, 20:28
- Forum: Help
- Topic: (solved)NET:LDAP on windows
- Replies: 8
- Views: 4685
Re: (solved)NET:LDAP on windows
After doing some testing i found out that agents can't change their password now. I guess this is because the user i made for the ldap connection only has read rights.
Any way to change this so that agents still can change their password (in our AD) ?
Thanks,
Any way to change this so that agents still can change their password (in our AD) ?
Thanks,
- 19 May 2011, 20:17
- Forum: Help
- Topic: (solved)NET:LDAP on windows
- Replies: 8
- Views: 4685
Re: (solved)NET:LDAP on windows
Argh, i made a mistake so stupid i don't even want to post it here
Thanks for the help guys, it works perfectly now!
Thanks for the help guys, it works perfectly now!
- 19 May 2011, 19:47
- Forum: Help
- Topic: (solved)NET:LDAP on windows
- Replies: 8
- Views: 4685
Re: (solved)NET:LDAP on windows
So i installed the module and changed the config.pm. I can't login now, how can i check if all is ok ?
- 19 May 2011, 15:05
- Forum: Howtos
- Topic: Some changes to .dtl and .pm files.
- Replies: 36
- Views: 41323
Re: Some changes to .dtl and .pm files.
The first part of the post about the dashboard. It works great but the rows aren't correct now anymore because some items, like time or queue, take 2 lines instead of 1. What file do i edit to adjust this to my needs ?
Thanks!
Thanks!
- 19 May 2011, 10:15
- Forum: Help
- Topic: (solved)NET:LDAP on windows
- Replies: 8
- Views: 4685
Re: NET:LDAP on windows
And here I am trying all different things with 3th party tools for like 2 hours and a simple command line is enough
It is installed, ill try to edit the config file tonight.
Thank you very much Wolfgangf !
It is installed, ill try to edit the config file tonight.
Thank you very much Wolfgangf !
- 18 May 2011, 20:51
- Forum: Help
- Topic: (solved)NET:LDAP on windows
- Replies: 8
- Views: 4685
(solved)NET:LDAP on windows
Hi,
Anyone has a step by step guide to install the perl module NET:LDAP needed to use the AD integration for a windows 2008 r2 server ?
I have zero experiance with this kind of stuff...
Thanks
Anyone has a step by step guide to install the perl module NET:LDAP needed to use the AD integration for a windows 2008 r2 server ?
I have zero experiance with this kind of stuff...
Thanks
- 18 May 2011, 15:57
- Forum: Help
- Topic: Delete events or edit events
- Replies: 10
- Views: 6674
Re: Delete events or edit events
This is really a problem for my organisation. We used different helpdesk tools and all had the change or delete option for notes.
Am I the only one who is missing this option ?
Is there really no workaround besides editing your SQL database ?
Am I the only one who is missing this option ?
Is there really no workaround besides editing your SQL database ?
- 18 May 2011, 14:14
- Forum: Help
- Topic: Delete events or edit events
- Replies: 10
- Views: 6674
Re: Delete events or edit events
But there is no option to delete a note , so its twice in 1 ticket.
Is it possible to make a delete note button or something ? Or does that give the same problem like changing a ticket ?
Is it possible to make a delete note button or something ? Or does that give the same problem like changing a ticket ?
- 11 May 2011, 10:16
- Forum: Help
- Topic: Report for time per customer per month
- Replies: 3
- Views: 1513
Re: Report for time per customer per month
If this would be possible it would be great
- 09 May 2011, 16:58
- Forum: Help
- Topic: 2 questions
- Replies: 3
- Views: 1733
Re: 2 questions
Hi, Thanks for the reply. No the system works perfectly only the users that are using it aren't. Because it's a random password, it gives problems (entering it for the first time, we have alot of older customers and the easier the password is the better). So I rather have them entering their own pas...
- 09 May 2011, 08:24
- Forum: Help
- Topic: 2 questions
- Replies: 3
- Views: 1733
2 questions
Hi, We recently start using OTRS @ our office. I have 2 questions about it, i've also post them in the dutch part of the forum but i didnt get a reply, so sorry for the double posting. I would like to know : - Is it possible to give the customer an option to choose his own password while creating an...