Znuny Open Source Ticketsystem

Ok, the solution is: the file ResponsibleAutoSet.pm was edit in line 58 and the following "if" was added - if ($Ticket{ StateID } == 15) { $Self->{TicketObject}->TicketResponsibleSet( TicketID => $Param{Data}->{TicketID}, NewUserID => 5, #user name SendNoNotification => 1, UserID => $Param...

Hi,

i'am trying to make the otrs to change the responsible when the state of the ticket is changed to other state.
example: state changed from open to Escalated > responsible is agent "x".

anybody have a quick way to do it ?
Thanks.

Ok, i found the problem in the FollowUp.pm file
i changed line 126:

State => $GetParam{'X-OTRS-FollowUp-State'} || $State,
to:
State => $Ticket{State},

and when i got new mails the state did not changed to open.

well, the priority dosen't change but the state is, and when i change the default (pic attached) it changes the ticket state.

yes i've opened a new mailbox and manually forward the mails, but when a tickets with priority high and state new is changing to open and normal.
why the OTRS dosen't keep the setting of the ticket ?

Thanks.

Thanks,

on another thing, can i review the mails before the OTRS open a new ticket when fetch mail is using ? so i can choose which tickets is ok to be opened.

yes now it's working!! Thanks.

but what if i want to use diffrent names for priority ? is it possible ?

Thanks.

Hi,

my mail account is set up with OTRS but i'm not able to get mails to the tickets, i've tried to look it in the forum but didn't find any help.
what could be the problem? or what is the currect set up for it ?

i got the error attached.

thanks.

Hi,

I changed the tag on the signature but it gave me a blank field, what could be the problem?

Dear <OTRS_CUSTOMER_REALNAME>,

Thanks.

Hi,

I need to add the following when i open a new ticket:
site name (is the name of the site that request support)
system type (the system that we manufacture)
system component (the application that we developed)

Thanks.

Hi,

I installed OTRS on windows and now i want to move all the data and configuration including installed modules to Linux server.
what is the best way to do it ?

Thanks.

Hi,

I want to send an Auto Reply to the customer when a new ticket is opened with a brief description of the receiving problem.
with selected fields like: ticket number, responsible technician, signature etc.

Thanks.

Hi,

Is there any way to keep the Owner of the Ticket and add Assignee to the Task ?
that the Owner keep track of it, and the Assignee resolve the problem.

Thanks.

yes, i use SMTP and its working thanks!!
what about backup? and if i want to change to a new server.

hi, i have installed OTRS on WIN7 and trying to send mail throw it, the error is: "Error Message: No such binary: /usr/sbin/sendmail!" how to change it to use windows? or do i need to chage to linux. also how do i backup the configuration, customers, agent and all that i put in OTRS to a f...