Znuny Open Source Ticketsystem

Hello,

I need to add some of <OTRS_TICKET_*> variables into subject, but I am finding they are not being parsed there. In autoresponse body they are parsed. Is it purpose or am I doing something wrong?

Thanks

Thanks!

So I cannot route ticket when creating into specific queue?

Hello, I have a queue USA, and i have dynamic field called Sales Group, that is being filled by the script when customer user is being created (by the script). I want all tickets created by customers users that belong to specific Sales Group (dynamic field) be created in queue USA (with specific aut...

Hello,

It normally works fine with 3.3.8 too, it seems to be problem of one customer, so this is why it is strange.

Hello, I have observed strange behaviour in Customer information center in OTRS 3.3.8. For one customer only (at the moment). Customer has 3 users, they have some tickets, but in summary OTRS shows zeros for each ticket summary (see attachment), but displaying other customers' information seems to b...

Thanks! Almost there, i try to run my module (code below), from GenericAgent, it works well when I run it manually, but when I trigger run on TicketStateUpdate filtering closed statesI got those errors: [Tue Feb 24 22:05:50 2015] -e: Use of uninitialized value $Data{"UserType"} in string e...

Thanks! It helped, I have Run method: sub Run { my ( $Self, %Param ) = @_; # check needed stuff for (qw(Data Event Config)) { if ( !$Param{$_} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" ); return; } } for (qw(TicketID)) { if ( !$Param{Data}->{$_} ) { $Self->{Lo...

Hello, I am trying to exetuce external module from Generic Agent. Invocation works well. But when debugging i see Got no UserObject in debug log file. Here is my piece of code: package Kernel::System::Ticket::Event::AddNote; use strict; use warnings; use vars (qw(@ISA); sub new { my ( $Type, %Param ...

"you must check the send email box" - where in SysConfig?

Ok, I see.

What about events? When i use SatateUpdate event and the some filter, generic agent doesn't work. Does ticket filter filters before event or after event?

Hello, Thanks a lot! Anyway for my other thoughts I would like to know answers to my questions, so I know i when using event based generic agent, ticket filter applies right after StateUpdate and then what do you recommend, external CMD or calling module? But I will describe use case: 1. Agents want...

Hello, I need to insert note-external on ticket close event. I am not sure by reading docs: 1. If i use StateUpdate then closed sucessful filter, will it filter just closed tickets? 2. I found several tutorial on EventTemplate, but a few years old, as event based generic agent came, domthey apply to...

Hello, We had been upgrading the OTRS from 3.1 version to 3.3. After the upgrade we are facing the problem with one of our custom dynamic fields. During the ajax refresh the content of the dynamic field get lost. Here is what we tried so far: - Setting the AJAXUpdate property to 0 did not solve the ...

Hello, I'm trying to solve the situation: I have 3 types of customers: SLA customers End users Resellers What I want to do is to send 3 different types of auto replies when tickets are created and assign them to 3 different services/SLAs. I want to get customer information from CRM system (probably ...

Hello, I have a question, is it possible somehow distribute surveys in different languages? We have 3 email addresses where requests are coming each for different country. Based on that I want to automatically push tickets into 3 different queues (one for each country), and after closing tickets, I ...