Znuny Open Source Ticketsystem

Hello, please I need to advice.
When I sent email from OTRS to wrong email address (OTRS send emails via mail gateway) I never received NDR.
Is there any setup blocking this?

please, is there any step by step manual how to upgrade win version. I checked official manul for version 3.1 but there is nearly nothing about this topic. My OTRS Helpdesk version is 3.0.11. I tried to install the newest version 3.1.1 and import experted Sysconfig configuration in testing environme...

Hello, I need your help. When I am trying to forward received email incl. attachment to another email adrress, in forward form is missing attachment(forwarded email is without attachment, in this case is attached file picture in *.tif format). Is there any configuration option for this, or? Thanks B...

Hello, I need to set up two settings. 1. set for each moved ticket between queues default status "new" (e.g. move opened ticket from queue xxx to queue yyy after moving to yyy ticket status is new) without agent interaction (no manual set up from agent side) 2. set for each moved ticket be...

I want to have one agent only with right see ticket in queue. I set up for him right "read" for queue but after log on to the system he cannot see any tickets on dashboard. What is wrong? when I change rights to read/write he can see tickets but it is not suitable scenario for us to have t...

please, is it possible to change sorting of new tickets on dashboard? Now agents see new tickets from newest to oldest. I would like to change it. As a first to see oldest "new tickets".

I need automaticaly update value of field (TicketFreetext16) in case agend close ticket succesfully to value "agent". How to do it?

how can I add another attribute to search parameters. I want to search tickets by "TicketFreeText16" field and dont know how to add this attribute to list of attributes in search

Is it possible that in case of follow up for ticket created as "New Phone Ticket" from customer side isnt agent notify by "yellow star"? Agent try convince me that notification "star" is missing in this case. I investigated history of ticket and so that there is follow ...

I have two inputs there
Event - TicketStateUpdate
Module - Kernel::System::Ticket::Event::TicketPendingTimeReset

With this setting agent receive repeately notification even ticket changed status from pending to clossed succesful

SysConfig in Framework -> Frontend::Agent::Stats -->Stats::UseAgentElementInStats -->Yes

Agent set up pending reminder for one ticket, after time agent update status of ticket to closed sucessfull but she repeately receive email notification "pending remainder" for this ticket. How can I switch off pending reminder email notification?

Is it possible to log if agent read ticket. Agent is trying to persuade me that there wasnt star symbol in message, when client answer to him. I need to knou if he read the answer. or its possible that star wasnt there?

Is it possible to fix symbol "star" in message till real reaction (a.g.answer) is done by agent. there are situations when agent open client reaction, forget answer and later cannot find right ticket (forget which was opened)

I would like to change the default sort order for all queues in the queue view (Ticket::Frontend::AgentTicketQueue###Order::Default) from UP to DOWN. After the change there is no change on dashboard and all tickets are sorted by age UP. I tried to make change more times but without change. What is w...

I thought during the creation "New email ticket" I have to manually choose an agent. My questin is if it is possible to setup agent automatically without manual choosing from list. Set up agent name who is creating ticket.

Hello, how can I automatically set up owner of new email ticket for current user? Now I have to choose owner manually.
Thanks

Hello, how can I automatically set up owner of new email ticket for current user? Now I have to choose owner manually.
Thanks

Helli, I am new in OTRS (installed ver. 3.0.11). Now I am trying to prepare som stats but I dont see agents names in stats (only info about tickets). Could you navigate me what is wrong or what I have to set up to see agents(ticket owners) in stats?