Znuny Open Source Ticketsystem

Hi,

Am wondering where (in which table/field) the "Solution Time" value is stored in the OTRS database, or if it's automatically calculated each time a ticket is viewed?

Any assistance would be appreciated.

Hi adupre01,

I ran into the same issue, not sure if it's a bug or a feature 8)

You'll have to edit the following files, depending on where you want to restrict the items:

otrs/Kernel/Modules/AgentTicketEmail.pm
otrs/Kernel/Modules/AgentTicketPhone.pm
otrs/Kernel/Modules/CustomerTicketMessage.pm ...

Hi All,

I've got a dynamic field which works as advertised. However, when selecting the dynamic field in a report, the output shows the key (ie.1,2,3,4..) rather than the actual value.

Any idea how to resolve this?

I'm on OTRS 3.1.2, MSSQL db and apache2.2

I think this is by design.

I'm assuming your agents can still log in, despite not existing in AGENTS until they do so?

Hi,

How do I go about changing/redirecting the URL for customer.pl and index.pl. I've set up two aliases in DNS pointing to the server but I have no idea how to configure apache.

I want http://servicedesk to point to customer.pl and
http://OTRS to point to index.pl

Any assistance would be great

Thanks CSL,

works a treat. I was excluding the { }'s which was causing my issue.

Have a good day!

Hello,

I'd like to encrypt the passwords stored in the config.pl but have been unable to find any documentation/posts etc on the subject.

Any assistance would be appreciated

Hi,

Is it possible to use OLEDB instead of ODBC for OTRS 3.1? (that's a lot of acronyms)

Thanks jojo, you were right.

Had to simply uncomment the lines in GenericAgent.pm relating to escalation notifications.

All working now.

jojo wrote:have a look in Kernel/Config/GenericAgent.pm

and perhaps you need to adjust the times in var/cron

I'll take a look and see if anything jumps out at me.
Will post back either way

The first idea, that this events not referred to queue, but to ITSM attributes and will works only if them is filled for ticket.
I'm not quite sure of the correctness of my idea, but if you don't fill this attributes - how system know about an event happens?
Sorry my bad English :?

Hi Yuri0001 ...

Are there particular cronjobs perhaps associated with escalations? As mentioned in my first post, the event notifications are working for other event types.

Hi.

thanks for your prompt response. Which cronjob are you referring to?

Hi.

I'm unable to help with your question, but hoping you can help me with mine. You say you are able to send out escalation notifications? How did you go about doing that? Any notification event I setup with any of the Escalationxxx events don't do anything.

Sorry for piggy-backing onto your Q.

Hello.
I'm trying to configure an event notification but for some reason it isn't working.

I want to send an email to members of a role when a ticket in a queue is escalated. I've set the necessary groups/roles/queues correctly.

If I set the event as one (or all) of the following, nothing happens ...

Hi.
We are in the middle of testing OTRS and ITSM and have a question regarding the "Decision" link in incident tickets.

Is it possible to block progress of the ticket unless a decision has been logged?

It could also be that i'm missing the point of "Decision" altogether?