Znuny Open Source Ticketsystem

Still waiting guys..please help!!

1.) I would not have posted the query here if i could

2.) I have followed the instructions in that post to the 'T'.

Hi reneeb,

Thnx for the reply

1.) I have done exactly that. The sla clock does not stop outside business hours.

2.) Do I have to create a job for SLA notifications?? Generic Agent is working for things like deleting tickets etc..

somebody help!!

Hi all, version 3.0.11 I have two problems 1.) For calculating SLAs I have set a calendar to work 10am to 8pm and mapped it by both service/sla and queue. Raising a new request outside business hours works fine and clock starts only during business hours. Problem is the clock does not stop outside b...

Front end::NotifyModule5-Ticket::Ticket Escalation. Enabling this setting provides the notifications.

Fresh install 3.0.11 on a new machine - red hat 5.4 giving the same error on clicking on package manager.

Hi, Can anyone tell me what configurations must be in place in order to allow customers to send emails to a particular queue and for Agents to reply to any type of ticket(is it Forward ?). Currently the settings I have 3.0.11 help desk and 3.0.5 itsm . have set an email adress in postmaster emails u...

I downloaded a new installable for 3.0.11 and tried to install it over the current installation. I had figured deleting and creating the database from the web installer would be enough. I will try fixing the XML files.

Hey, Thnx for the reply. That is actually how I had set the secure mode initially ie.change $Self->{'SecureMode'} = 1; . The issue has changed somewhat. Now I am unable to even log in to the system. Same error - Software error :multiple roots, wrong element 'HTML. I have even tried re-installing the...

Thnx for your reply guys. These settings are already in place. I have created services, sla's and linked them to customers.SLA's can be selected when creating a ticket and they show a negative count when breached.Also I have selected them to send notifications at a certain %. Could it be related to ...

Hi, I have installed otrs help desk 3.0.10 and am trying to install the itsm package. But am receiving the error Software error: multiple roots, wrong element 'HTML' on clicking on package manager tab. This has happened after i set the secure mode to 'yes'. Am using red hat OS. Please help with this...

Hi andersonserra,
Thanx for your reply. I am currently using 3.0.10 helpdesk and 3.0.5 itsm.
Do you mean Ticket::EventModulePost###900-EscalationIndex ? This is already set.
OR Ticket::EventModulePost###500-NotificationEvent

Hi
Is it possible to restrict the tickets that can be locked for only those users that are entered in the customer list.
Currently I am able to add a Phone ticket for a user whose email id is not present in the customer information.

Can anyone please explain how we can activate SLA notifications..?

Hi, I am still new to the tool. Not explored enough I guess. I am working with OTRS 3.0.10. I have two queries. 1. I am using windows environment and am unable to activate system logs. From where can I do this. Log module->file, 2. Tickets with Sla's attached should give a notification on breach. I ...