Search found 68 matches

by sunny
07 Jan 2015, 09:46
Forum: Help
Topic: Display of Merged ticket numbers not showing under Linked Objects otrs
Replies: 1
Views: 1048

Display of Merged ticket numbers not showing under Linked Objects otrs

Hi,

I am using 3.2.16 and I noticed that when I am merging 2 tickets with each other so 1 ticket is saying "This item has no article yet" and Display of Merged ticket numbers not showing under Linked Objects otrs also
by sunny
06 Jun 2014, 15:21
Forum: Developers
Topic: OTRS auto reply to all email-id in "TO"
Replies: 1
Views: 1398

OTRS auto reply to all email-id in "TO"

Hi
Can we have option in OTRS where system can send auto response to all email in TO?
by sunny
02 Jun 2014, 12:00
Forum: General
Topic: otrs copying tmp table issue
Replies: 2
Views: 11143

otrs copying tmp table issue

Sometime OTRS gets too slow and I found this only when "copying tmp table" happening in mysql by show processlist command and which gets all tables locked and results otrs very slow or densest open and after this process completes, issue resolves .

What is the reason and solution for this.
by sunny
31 May 2014, 13:23
Forum: Help
Topic: Configure the Generic Agent to send e-mails automatically
Replies: 20
Views: 5214

Re: Configure the Generic Agent to send e-mails automaticall

Thanks, but no help on update response time escalation on the above link
by sunny
31 May 2014, 12:56
Forum: Help
Topic: Configure the Generic Agent to send e-mails automatically
Replies: 20
Views: 5214

Re: Configure the Generic Agent to send e-mails automaticall

Hi,

I have tried so many times but still unsuccessful for update response time..

I set update time response in Q1 is 40 Min.
And
Set GA in Ticket Filter Esc-update time reached last 1 minute

But mail sends before escalation happens..why please let me know..
by sunny
31 May 2014, 12:04
Forum: Help
Topic: Ticket first response time reached option generic agent
Replies: 0
Views: 967

Ticket first response time reached option generic agent

Great Help for Firstresponse time but what if we want the same scenario for update response time is 15 min?

mod: referencing this post
by sunny
31 May 2014, 08:16
Forum: Help
Topic: Configure the Generic Agent to send e-mails automatically
Replies: 20
Views: 5214

Re: Configure the Generic Agent to send e-mails automaticall

Hi Crythias,

As you suggested on multiple level escalation that we should check the last change time on every escalation and then change something, then send a notification event on that change ..did not find out the way..Can you provide me simple example? if possible.
by sunny
31 May 2014, 08:04
Forum: Help
Topic: Configure the Generic Agent to send e-mails automatically
Replies: 20
Views: 5214

Re: Configure the Generic Agent to send e-mails automaticall

Ok..Thank u so much for your great help..
by sunny
30 May 2014, 16:23
Forum: Help
Topic: Configure the Generic Agent to send e-mails automatically
Replies: 20
Views: 5214

Re: Configure the Generic Agent to send e-mails automaticall

Hi,

Thanks, Notification mail came but after 8 mins of escalation.why I do not know any idea..

My last query can we set multiple email address in Recipient email address in notification event? (as we have 2 supervisor at level 1 escalation)
by sunny
30 May 2014, 16:07
Forum: Help
Topic: Configure the Generic Agent to send e-mails automatically
Replies: 20
Views: 5214

Re: Configure the Generic Agent to send e-mails automaticall

Can I change the state which is Level2 and then run the new notification event ?? Are you asking for permission, ability, or did you try it and it didn't work? trying for multi level escalation is not getting an email on escalation . WHY? Check system log in OTRS. Did the message send? You should s...
by sunny
30 May 2014, 15:38
Forum: Help
Topic: Configure the Generic Agent to send e-mails automatically
Replies: 20
Views: 5214

Re: Configure the Generic Agent to send e-mails automaticall

please suggest for 2 level escalation for every escalation, check for last change and change something, then send a notification event on that change. Can I change the state which is Level2 and then run the new notification event ?? One issue I am facing Recipient email addresses is s***y@gmail.com...
by sunny
30 May 2014, 15:14
Forum: Help
Topic: Configure the Generic Agent to send e-mails automatically
Replies: 20
Views: 5214

Re: Configure the Generic Agent to send e-mails automaticall

OH. No...I did not know to set this too..sry.Let me try thin and let you know
Suppose if it works then please suggest for 2 level escalation..

Thank you so much
by sunny
30 May 2014, 14:46
Forum: Help
Topic: Configure the Generic Agent to send e-mails automatically
Replies: 20
Views: 5214

Re: Configure the Generic Agent to send e-mails automaticall

My Little Requirement as below I need the multiple level esclation MainQueue1 - Update Response time is 240 Minutes If nobody work on this email in 240 min then the notification should go to supervisor1 and if still for 240 min no body works on that mail the notification should go to supervisor2 ___...
by sunny
30 May 2014, 14:05
Forum: Help
Topic: Configure the Generic Agent to send e-mails automatically
Replies: 20
Views: 5214

Re: Configure the Generic Agent to send e-mails automaticall

how to enable that? and I ma using OTRS 3.0.6
by sunny
30 May 2014, 08:43
Forum: Help
Topic: Configure the Generic Agent to send e-mails automatically
Replies: 20
Views: 5214

Configure the Generic Agent to send e-mails automatically

Hi, As per you suggested "The Generic agent can change the state/status, priority, or other field, and Notification (Event) can react/send email based upon that change." My state gets changed so genric agent is working fime means but I have created Notification event also and No email is g...
by sunny
28 Feb 2014, 08:19
Forum: Marketplace
Topic: OTRS multiple attachment at once
Replies: 1
Views: 55148

OTRS multiple attachment at once

We require a module for OTRS where we can attach multiple attachment at once like we do in gmail or other mail clients.
And we need other feature where we can send an email with full html format.

If possible, please let me know we we can achieve that

source: http;//findoutanswer.com
by sunny
24 Dec 2013, 08:40
Forum: Help
Topic: Also create an article to parent ticket
Replies: 11
Views: 7646

Re: Also create an article to parent ticket

Hi ndhvu275,

I am using 3.0 so not able to do this as I am getting error when using your code..,..

And please let me know how to create a event for this?
by sunny
30 Aug 2011, 13:36
Forum: Help
Topic: New Ticket Auto Response [RESOLVED]
Replies: 5
Views: 3322

Re: New Ticket Auto Response [RESOLVED]

I have also the same requirement....