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GLPI escalation notification

Good day, our ICT department has a GLPI 0.85 recently upgraded. Everything works fine, but we want to make the system do the following. When a ticket is close to the due date/time (let say 20% of the ...
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1answer
992 views

OTRS upgrade 3.0 to 3.1 fails

Today I've started upgrading OTRS from version 2.3 to 2.4 , 2.4 to 3.0 and 3.0 to 3.1. Everything went smoothly except the upgrade from 3.0 to 3.1 OTRS provides a few perl scripts which make the ...
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3answers
387 views

How to use the original sender date instead of the fetch date in OTRS

When OTRS fetches emails from an IMAP account it forgets the original send date and replaces this with the fetch (!) date. Normally this is not a problem, but when you're importing an existing IMAP ...
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2answers
4k views

Can I close tickets on OTRS through e-mail like Trac does?

I'm setting up a new helpdesk and one of the main features of Trac is that you can manage tickets through e-mail tags, is there any way of doing this through OTRS?
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1answer
506 views

How do I setup RT so that anyone in a single domain (example.org) has 'create ticket' priviliges via email?

I have a small RT installation started that I'm using to simplify my life working with different groups of users, and presently I create all the tickets and add the person who's requesting them as a ...
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1answer
2k views

How can I change the default domain in an OTRS installation?

I used a turnkeylinux.org otrs installation and I'm trying to configure the default domain of 'yourhost.example.com'. I tried the following: sed -ri 's/yourhost.example.com/mydomain.com/' ...
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1k views

How can I allow anonymous access to OTRS FAQ area?

I have been searching for this for quite some time now. I am using OTRS 2.4.7 and installed the FAQ package version 1.6.5. Everything seems to work fine. When I am logged in, I can create articles ...