Znuny Open Source Ticketsystem

I'm trying to configure OTRS as far as possible without altering code (so using the admin screen and the sysconfig settings) so that we can hand it over to the superusers and they can look after it without the need for developers to get involved with upkeep. At the moment I need to put in some custo...

Thanks DWG. What I was originally after was for the field as it's displayed in the 'free text' pop up screen to be shown in the area of the 'article' section of the zoom view - so that the agent would go into the zoom view from the dash and the pull-down menus/check boxes etc specified when I set up...

Hmm.. I've set up both but they're not showing. Yuri - what do you mean by 'activated but not entered' - do you mean these fields will only show on the zoom screen if the agent has entered a value in them somewhere else? What I'm after is for the fields (the drop down boxes etc) to be available on t...

My users want to be able to set the values for the dynamic fields in the zoom view for each ticket, to save having to click into separate screens for each one every time they need updating. I've located the setting for this (under the Frontend::Agent::Ticket::ViewZoom menu) and entered the dynamic f...

Hello. Can 'watcher' status be granted to a third party by an assigned agent (or a generic agent). I want a user to be set as a watcher for tickets that enter a certain status automatically, rather than them having to search for, or be notified of them but they can't be assigned to them as owner or ...

Hello. I've been trawling through the posts here for a resolution to this, and so many things come close I think there ought to be an answer. Sorry if this has been answered a million times already. I have OTRS set up with generic agents to either automate processes that happen on every ticket (to s...

Found it!

Hello. I am totally new to OTRS and not a developer by any stretch, but trying to see how far it's possible to get with configuring a system using the admin tools before we need to get a developer involved. So, with those limitations in mind I have a question about dynamic fields. I have entered the...