Znuny Open Source Ticketsystem

I upgraded also from 3.3.10 to 4.0 and I have issues with some plugins. I think this is your case also. I needed to uninstall them first (strip down to bare bone otrs) and then to perform upgrade to 4.0.3 version. After upgrade I can add plugins I need. Another solution is if you have some plugins ...

You can use the CustomerTicketOverView.dtl file to customize this. Copy and paste the code for existing columns to add new ones, or change the existing code to alter the data that is placed in each column. Thanks for pointing me in the right direction. I edited the following item in /Kernel/Output/...

Good afternoon, I'm trying to implement the same functionality from: Frontend::Agent::TicketOverview Ticket::Frontend::OverviewSmall###ColumnHeader TicketTitle / LastCustomerSubject Into the CustomerTicketOverview screen. (The screen that the customer sees with a listing of their current tickets) My...

To be more specific: The file in /opt/otrs/var/cron that you are looking for is postmaster_mailbox You can edit this value to fetch however often you would like. Mine fetches email every two minutes. */2 * * * * $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null After you save this file, you will need...

For the subject, add this to your survey body:

<OTRS_TICKET_Title>

I still haven't figured out how to add the body of the original email as <OTRS_CUSTOMER_EMAIL[40]> doesn't pull.
This link was very helpful:

http://faq.otrs.org/otrs/public.pl?Acti ... ;ItemID=70

Hello, I was wondering if anybody knew a way to add the ability to change the ArticleType to email-internal using the compose module. For example: A ticket is created by client X. I correspond with the client using the built-in responses. I would like to then compose a brand-new email (potentially u...

Just a guess here, but make sure you've run the permissions script during the install.

I would set it up so that any ticket with a priority of 5- Very High gets dropped into a specific queue with a 10 minute escalation notification.

If your managers belong to a specific group, you can do the following: In SysConfig: Survey -> Frontend::Agent::ModuleRegistration Frontend::Module###AgentSurvey Nav Bar ==> Group: whatever your manager belongs to This will remove the survey button from the nav bar on the agent interface for anybody...

This issue typically occurs if you copy your entire (old) /var/ folder on top of your upgraded installation. The new .js modules that are required for the new version to function properly are overwritten by the old ones. I know it says you should do this in the UPGRADING file, but doing so will caus...

In Kernel/Config/GenericAgent.pm make sure you have the following lines: # [name of job] -> send escalation notifications 'send escalation notifications' => { Escalation => 1, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', }, }, # inse...

Hello all, I apologize in advance for the question. I spent an hour or so searching for this particular item with no result. We currently have a queue set up to notify by 90% on first response. This is working great, however, we would like to exclude some tickets from escalating if a response hasn't...

Hello! Here is what I understand concerning the concept of "responsible". In OTRS, you have a singular owner of a ticket. This person is ultimately "in charge" of the ticket. They are allowed certain options for the ticket that other users of the system are not. By setting anothe...

You're the man. Thank you.

Hello, Is there a way to change an article type from external to internal and vice versa? I haven't seen any way of doing this. For example: A client has an open ticket. There are many emails back and forth. I need to email a vendor (through OTRS) concerning the current issue, but I do not want the ...

It looks like the user otrs does not have access to the database.

This may help you out:
http://www.debuntu.org/how-to-create-a- ... -to-a-user

I had to change the value from "Last" to "Before" and then I started getting the proper notification.

You may find this thread useful: http://forums.otterhub.org/viewtopic.php?f=63&t=10427 From the OTRS 3.1 Manual: Upgrading Windows Installer - There is currently no in-place upgrade tool available for OTRS installations that were done with the Windows Installer. The upgrade process basically con...

pacal wrote:Oh s... no it's OTRS 3.0.11 sorry for my stupid question...
Can I find a upgrade procedure on this forum?

An UPGRADING (instructions) file can be located in the 3.1.1 source zip.

pacal wrote:Hi Guys,

Under "ADMIN"=>"Ticket settings" I cannot see the "Dynamic fields" option, how can I activate this option?

Thanks,

Are you running OTRS 3.1.1?

What do you mean exactly by the ticket being changed? My company has set up responses and auto responses for these particular customer notifications. For example, I have a response set up named "Closing Ticket" This will open the email window with a closing ticket template. I send the emai...

I did copy my entire .var file to the new install. Well there's your problem. :) I resolved my issue by not copying the old var folder over at all and then taking any custom images or items from the old folder and moving them manually. You may be able to fix your issue by downloading the 3.1.1 sour...

Did you happen to copy your 3.0.10 var folder on top of the 3.1.1 var?
I ran into this same issue when copying outdated js files from my 3.0 var folder.

i have attached a patch for /opt/otrs-3.1.1/Kernel/Output/HTML/Standard/AgentSurveyEditQuestions.dtl hope it help others :D You sir, are amazing. Thank you so much for a link to that file. The changes in the patch are as follows: Edit the AgentSurveyEditQuestions.dtl Line 40 reads: $QData{"Sel...

Link to the solution can be found in this thread: http://forums.otterhub.org/viewtopic.php?f=81&t=14085&p=54939#p54939 Hello! I've recently upgraded my OTRS system from 3.0.1 to 3.1.1 I've also updated my survey module to 2.1.1 After doing so, I'm no longer able to add new questions. When ed...