Znuny and ((OTRS)) Community Edition

I could not decide how to create job for all states of tickets like minor,major etc.
Should I run a job in a minute period?
It would be great if we can add priorities with SLA in "customer SLA" tab.

yes, I did it. When I checked the notifications table, it was empty although I can see en notifications on the GUI. I manually added "newticket","add note" and "followup "to notifications table via sql. Now, I can get notifications from both customer and agents. Thanks ...

my version is 3.0.11. I edited the agent named agent1's preferences and set all notifications to YES. But, I got below error in messages log. Feb 2 14:41:28 vm-otrs-demo OTRS-CGI-10[27141]: [Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AdminNotification&...

One more question... I really could not find the agent config exact please.

Thanks for your great help.

Hi, Thanks for your advice. I checked it now, and see that it is working and send notification for customers. But, when I update the ticket via customer GUI, ticket is updated but web page does not route me the local page. It hungs with below address: http://172.29.5.161/otrs/customer.pl#FollowUp Ha...

sorry, I cant understand what you mean by saying normal notification methods?

I'm creating notification events by using TicketCreate or ArticleCreate to send notification e-mails when ticket created or updated.

I set two notification events, for agents and customers seperately. They uses "ArticleCreate" event. For example, when customer or agent update tickets, it works and sends notifications to the agent group or customer. But, when agent or customer update the ticket via e-mail, it does not se...

sorry I see now generic agent.. But, it is sth like scheduled job setting?

what's generic agent? different module?

I could not find regarding generic agent in ADMIN tag. I am going to check sysconfig?

Hi,

Is it possible to create SLA and assign it to the queue according to ticket priorities?

When I checked it, I see that we can set SLA only according to response time.

Can you please help me on this issue?

Thank you,

erdem

Hi All, I am planning to use OTRS for support purposes, and now investigating it. I set notification successfuly when ticket created and updated. Everything seems fine. But, when I update a ticket via e-mail ( by using HOOK ), ticket is updated but notification does not be sent. Can you help me on t...