Znuny Open Source Ticketsystem

CHFiredancer

I can generate a report to identify how many tickets are received within a set date range. However, when I attempt to use the same report but add the "Text" restriction and restrict it to a name, the results equal zero? Is there a way to generate a Stat that will count the amount of ticket...

CHFiredancer

MUCH appreciated, Thank you!

CHFiredancer

Has anyone found a way to enable FireFox's spell check in OTRS 3.2? For some reason this was disabled by OTRS.

CHFiredancer

Is there a way to count the amount of articles generated within a specific date range?

CHFiredancer

I see we can change the Highlight time in Frontend::Agent::Ticket::ViewQueue

Is it possible to modify this time for each queue?

CHFiredancer

I did but it doesn't provide any information for the links to list the tickets in the Queue View. That search only provides the ability to control the colors for the articles and the graph in stats.

CHFiredancer

How do I change the colors of the links to the queues when in the Queue View.

Also, I noticed that some of the links to turn to a bold red after a certain period of time. What controls this? It would be nice to control this to emphasize a time priority on certain queues.

Thanks

Daniel

CHFiredancer

Is there a way to set or change the default font that is used when creating articles?

CHFiredancer

Maybe text wasn't the right word, I meant font.

I would like to change the default font all the agents use when typing out their new articles.

The manual wasn't converted to english very well so it really doesn't make much sense.

CHFiredancer

How do I change the default text agents use when composing articles?

CHFiredancer

Ok, that makes sense.

In the meantime I'll have agents add this information as a Note.

Thank you

CHFiredancer

Thank you, I greatly appreciate it

CHFiredancer

Is there there a way to make Show All Articles be the default view for Tickets?

Here's a link to the Show All Articles tab located in the ticket:

http://www.mediafire.com/i/?csqois4zznaziq5

CHFiredancer

How do I make it searchable?

CHFiredancer

Here are the links to my screen shot of the Search Templates showing the full options for the Attributes Drop Down Scrollbar.

http://www.mediafire.com/i/?72e2jw21fzu99v6

http://www.mediafire.com/i/?p4e2n8j16jlym98

CHFiredancer

How do I make it searchable?

CHFiredancer

3.1.3

yes
yes

CHFiredancer

They dynamic field isn't listed in the dropdown box for adding another attribute.

CHFiredancer

I assume this is the template you are looking for?

http://www.mediafire.com/i/?t6oofqd53ppb7km

CHFiredancer

The search template doesn't have the Dynamic Field added to it. How do I add it to the search template?

CHFiredancer

Yes they are

CHFiredancer

Here's the Dynamic Field:

http://www.mediafire.com/i/?mm5crrk0dbt5u9v

Here's the Ticket::Frontend::AgentTicketSearch###DynamicField:

http://www.mediafire.com/i/?f27t6fy9gb62uyv

Thank you,

CHFiredancer

Has anyone been able to get a dynamic field searchable? If so will you please explain in detail how you did so? The information provided in this thread does not help.

CHFiredancer

Since OTRS is able to track each response withing a ticket. Is there a way to disable the Email Thread or Email Chane or Email String; so it doesn't show the entire history of the conversation when replying to a customer?

Thank you,

CHFiredancer

Is there away to change the order the New Tickets are displayed on the Dashboard. I'd like it to first order them by priority and the from oldest ticket to newest, as in oldest displaying at the top and newest ticket at the bottom.

Thank you

CHFiredancer

Key = Field1 and Content = 1?

I did this and the information in the dynamic field is still not searchable.

CHFiredancer

Currently tickets are being displayed in the order of newest tickets are at the top of the list with older tickets multiple pages down the list. May I get some instructions on how to change the ticket display order from New at the top to Oldest at the top?

I greatly appreciate you help

CHFiredancer

Thanks jojo,

I've been there and I do see where dynamic fields can be entered. I have a dynamic field as "Field1", will you provide some instructions to make Field1 searchable?

CHFiredancer

How do a I make a Dynamic Field searchable?

CHFiredancer

Owner should be irrelevant, isn't that the purpose of have queues? We have a whole group of people that work in specific queues and our queues are first come first served. I understand the value of having ownership of a ticket, but what is the value of it being required? I'm more concerned with the ...

CHFiredancer

Just so you know...you were wrong...

Ticket -> Frontend::Agent

Ticket::Frontend::NEwOwnerSelection can be set to no.

So Owners are not required.

CHFiredancer

Ok, thank you! How do I turn it on? Do you have step by step instructions?

CHFiredancer

How do I disable the notification for when an owner is changed?

CHFiredancer

Thanks, that helped...are the dynamic fields searchable? Say if I wanted to track tickets by keywords?

CHFiredancer

When we create a new phone or email ticket, it is only allowing one agent to be selected. Unfortunately it's me the admin. How can I set it up to allow agents to choose other agents as owners. Also, is it possible to remove this field entirely?

CHFiredancer

How do I create a new field in the window that we use to reply to a ticket. Say just below the area where we enter the time value. Also, can this new field be viewed internally only and be searchable?

CHFiredancer

Awesome! It worked, thank you!

CHFiredancer

I see where we can change the product name in the sysconfig. When it's changed, on the log out page, it still says, "Thank you for using OTRS." How do I change that also?

CHFiredancer

How do I set permissions for the Survey Module so only mangers can view either the survey and/or the survey results?

I appreciate your help

Daniel Goebel
Director of Customer Support
MediaFire

CHFiredancer

How can I move the logout button and the "You are logged in as agent name" down so it doesn't interfere with the company logo?

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