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Ricardo Mendes | 1 Jul 2012 16:43
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Help needed

Hi,

I'm new to OTRS (actually I had used an earlier version on I company I was in) and I managed to install it and getting it running,
But looking at all the configuration options I'm kinda lost and not being able to have it properly configured for my needs.

I'm a d2d vendor, and I would like to have OTRS creating a ticket for every costumer that sends me a question via email.
I have more than one product, so I would like to have several queues, each one fetching mail from a different mailbox, and have the tickets classified according to the inbox they were at.

Also I would like to have different user groups, example:
Let's say I'm selling product A now, and I take two people with me so I want to add them to handle costumer requests, so I add them to a group and they only get access to the tickets in that queue.

I looked around in the interwebz and didn't find any tutorial or simple help on how to configure OTRS.
If someone would like to help, we could mail privately and grant access to my OTRS to have it configured, also I would like to learn how to configure it in time but right now I need it up and running.

Thank you,
Ricardo Mendes

t. (+351) 915 065 659
 

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Krzysztof Hajdamowicz | 1 Jul 2012 20:20
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Re: Help needed

W dniu 01.07.2012 16:43, Ricardo Mendes pisze:

> I have more than one product, so I would like to have several queues,
> each one fetching mail from a different mailbox, and have the tickets
> classified according to the inbox they were at.

Setup multiple queues and incoming mailboxes. Use mail filtering as on 
template: if EMAILADDRESS:incoming-example-mail-queue1 <at> company.com then 
X-OTRS-QUEUE = queue1. Subqueues of queue is queue::subqueue.

> Also I would like to have different user groups, example:
> Let's say I'm selling product A now, and I take two people with me so I
> want to add them to handle costumer requests, so I add them to a group
> and they only get access to the tickets in that queue.

Create a group and give them rights to do specified operations on target 
queues (example: SupportTechnican-ProductA have full rights on Product A 
queue and SupportTechnican-ProductB have full rights on Product B queue).
Next assign people to that groups. Better way is relation User (Agent) 
<-> Role <-> Group.
For example: Role SupportTechnican have specified groups that have right 
to read tickets, answer to them and change owners, but can't close them 
and move between queues. Role SeniorTechnican can do that things.
To avoid milions-of-clicking when somebody is promoted, you use Roles.
You change Role of that user and job is done :)

> I looked around in the interwebz and didn't find any tutorial or simple
> help on how to configure OTRS.
> If someone would like to help, we could mail privately and grant access
> to my OTRS to have it configured, also I would like to learn how to
> configure it in time but right now I need it up and running.

You can mail me.
Generally: http://doc.otrs.org/3.1/en/html/
Such tasks was my first few days in a new job :)

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Cheers,
Krzysztof Hajdamowicz
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IMAGIN IT

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Phone: +48-71-723-01-24

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Soporte Informatica PGJE | 10 Jul 2012 18:15
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how to Automatize Stat with Cron

Hi,

 

I want to automatically send a weekly report via email (AcumulationTickets), automating it in a Cron job, I think I need to use the "otrs.GenerateStats.pl" script.  I want to to fix the date range to only last week in the report web interface, or send the date range to the script. Because when I’m generating my reports is required to enter a date range, so in this part I need to leave it unset.

https://dl.dropbox.com/u/6443236/otrs/01%20Restrinctions.png

 

This change causes that each creation of reports asked me to put the date range in the web interface

https://dl.dropbox.com/u/6443236/otrs/02%20restrictions.png

 

In this way, I want to pass these parameters (date range) to my otrs script (otrs.GenerateStats.pl), but I do not know how to pass it, or the way of make a stat that show the last week avoiding otrs.GenerateStats.pl parameters.

 

Otrs:  3.1.2

SO: GNU/Linux Debian

 

Regards.

 

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Juan Manuel Clavero Almirón | 31 Jul 2012 08:23
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"next ticket" button in AgentTicketZoom

Hello,

 

We are thinking of adding “next”|“back” buttons in AgentTicketZoom that would go to the next|previous ticket in the last search of the Agent, if the current ticket appears in that search.

Has anyone tried something similar? Anyone has any suggestion as to how to proceed?

 

Kind regards,

Juan Clavero

 

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Henning Heil | 31 Jul 2012 19:23
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mapping a business process in OTRS

Hi all,

I'm currently checking Google and OTRS docs to find out how a(ny) business process can be 
mapped into OTRS? It's not an IT process btw.

'First do this, then do that' - can that only be reached by defining different statuses in 
OTRS? Can a status be dependant on another?

Thanks for any suggestions, contacts, links or whatsoever,

Henning

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Goodwin, Jim (CWM | 31 Jul 2012 19:24
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Re: mapping a business process in OTRS

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-----Original Message-----
From: dev-bounces <at> otrs.org [mailto:dev-bounces <at> otrs.org] On Behalf Of Henning Heil
Sent: Tuesday, July 31, 2012 12:24 PM
To: dev <at> otrs.org
Subject: [dev] mapping a business process in OTRS

Hi all,

I'm currently checking Google and OTRS docs to find out how a(ny) business process can be 
mapped into OTRS? It's not an IT process btw.

'First do this, then do that' - can that only be reached by defining different statuses in 
OTRS? Can a status be dependant on another?

Thanks for any suggestions, contacts, links or whatsoever,

Henning

-- 

#i-worker IRC channel http://is.gd/utBpcU
Direktzugang: Server 'irc.freenode.net' und Channel '#i-worker'

http://www.h-quadrat.com
Beratung ¤ Webentwicklung ¤ Hosting ¤ IT Services Delivery
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