Znuny Open Source Ticketsystem

Hi Norman Thanks a lot. We are a step ahead. Now we have a ticket created in the assigned queue. However, every agent sees the FAQ that was recently been created no matter if it is approved or not. We expect that an agent assigned to the approval group and queue should take an action to approve the ...

Norman We need to use this function and we cannot advance. I believe we are a step behind you, but we may work it together. In our development Otrs we have declared: Approval required = YES Approval Group = our group Approval queue = our queue ticket type = a type already in use When we create a new...

We are using Change Management. We defined Ticket Templates with all the logic needed. Every time we need to change a template we create a new dummy change invoking the template we want to modify, we edit its conditions and then we save the new temple. Dummy change needs to be deleted. We would like...

We are using OTRS ITSM to deal with tickets. We are implementing Change Management and we don’t want to use another application. Therefore we are trying to implement OTRS CM Module. We have spent much more than a couple of days and we feel far away from our goal. 1. Changes and Work Orders are assig...

kruegeM

In OTRS ITSM V2 Manual page 51 you can find Change State Machine. We were able to change the state machine in V3.