Znuny Open Source Ticketsystem

leo5nidas

Thank you, Crythias.

leo5nidas

Hello

We would like to be able to select the Service and the SLA when we want to change the ticket queue in the Move Ticket Form.

Is there any way to achieve this?

Thank you in advance and best regards

leo5nidas

Thank you Crythias. That clarifies the issue. By the way, how can we achieve that every mail with the mail address specified in the "to" or the "cc" field be rejected?

leo5nidas

Hi We are having an issue with the prefilters for incoming emails. We want that the incoming emails with a certain address value in the "To" or "Cc" fields be rejected. We have set the following configuration in PostMaster::PreFilterModule###3-NewTicketReject: Match => To ayudica...

leo5nidas

Thank you, wurzel. It is sad to hear that we can't do what we want, because if we create an internal note, we don't want to notify customers.

Regards

leo5nidas

Hello We have noticed that in every external note, customers can see in their portal, in the field "From", the name of the agent that has introduced the article. We would like that all the communications from agents must be anonymous, like system notifications. Is there any way of making a...

leo5nidas

Hello Could anybody tell us how to modify the size of the multi-select fields in OTRS? By default, the height of such fields is small and in the field you can only see 4 elements at a time. We would like that users could see more elements, implying the height of multi-selects fields must be increase...

leo5nidas

Thank you Jojo. Al least we know that this is not possible. However, I think it would be very useful to include such tag in future OTRS releases so agents could see the reference of the inicial petition in the notifications.

Best regards

leo5nidas

Please, could someone tell me something about it? I would appreciate very much the help.

Regards

leo5nidas

Hello

Is there any way to put in a notification the text from the first customer article (the original text of the ticket). I tried with <OTRS_CUSTOMER_EMAIL>, but it returns the text (body) of the last customer article. Is there any tag we could use?

Thank you in advance.

Regards

leo5nidas

Thank you very much, reneeb. That was very helpful!

leo5nidas

Right. You'll find something like "$QData{"Queue","30"}". The "30" means "show 30 chars and when it's longer, skip the rest and show '[...]'". You have to increase this value or remove it (then you should have $QData{"Queue"}) Reneeb, I ha...

leo5nidas

Ok, understood. Thank you very much for your great explanation. That was very useful.

Regards

leo5nidas

reneeb wrote:You can change the template...

Ok, thank you. So I suppose the size of the field could be set up in the AgentTicketZoom.dtl file. Right?

leo5nidas

Hello In ticket zoom screen, OTRS cuts the values of the fields in the ticket info panel, such as "Queue". Instead of showing the whole string like "Reclamation-Queue-Level3", it only shows something like "Reclamation-Queue-Lev[...]". Is there any way of increasing the ...

leo5nidas

Hello

When you select the print icon to create a pdf from a FAQ with images, is there any way that otrs print this images? Currently, otrs ignores the images and only shows the FAQ text.

Our OTRS version is 3.2.2

Thank you in advance

leo5nidas

Ok. Thank you for your answer, Crythias. I think that this would be a useful feature for future releases.

Regards

leo5nidas

Please, could anybody tell me something about it?

We used a patch solution by numbering de list items (1.- Item1, 2.- Item2,...). However, this solution is no longer feasible. Is any way of sorting the list items in OTRS?

Thank you in advance. Best wishes

leo5nidas

Thank you! Upgraded to version 3.2.2 (where the bug is fixed) and working.

leo5nidas

Dear all, We have upgraded to OTRS 3.2.2 and we have a problem: Before the upgrade, in OTRS 3.1.11 we edited the CustomerTicketMessage.dtl in order to show/hide Dynamic Fields for specific queues. The code we added in the last "dtl:js_on_document_complete" section is, as shown in the post ...

leo5nidas

Hi all We have upgraded our otrs platform from version 3.1.11 to 3.2.1. The upgrade process went smoothly and the upgrade scripts ran without any problem. However, when we use the CustomerPanelOwnSelection in Frontend::Customer::Ticket::ViewNew to specify the queues the customer can select as a reci...

leo5nidas

Hello We have to achieve two things: 1. Specify the order of the elements of the "To" field in the New Ticket form for customers. By default, the queue list is ordered alphabetically, but we need to specify the order manually. 2. Get the same thing for the dropdown dynamic fields. Thank yo...

leo5nidas

Please. Could anybody help us? This is important for us, because the secondary drop down list has a lot of values if it is not filtered by the first drop down.

Thank you

leo5nidas

Hi all We have to put two drop down dynamic fields in the New Ticket Form for the customers, being the different options of one of them dependent of the option selected on the other. We have edited the CustomerTicketMassage.dtl file in order to achieve it. This is the code we have introduced in the ...

leo5nidas

Hello Crythias

I have checked the code you have provide in my FollowUp.pm and it is the same code. Why doesn't change the state when the user send a reply?

leo5nidas

Sorry Crythias I wanted to say Ticket -> Core::PostMaster -> PostmasterFollowUpState. It is set to "open" and the state never changes from "pending reminder".

I edited my signature in order to include our installation data.

Could you help us?

Thank you

leo5nidas

Hello all In my university we are having the following problem: For a ticket which is in the state "pending reminder", when the customer writes a reply, the ticket should change its state to "open". Instead, the state remains "pending reminder". I have checked the value...

leo5nidas

Thank you for your help. I will try what you have told me.

leo5nidas

Hello

I would like to ask you if it is possible to import values from LDAP client fields to ticket dynamic fields when the ticket is created. How can we get this?

Thank you in advance.

Regards

leo5nidas

Hello Is it possible to eliminate the ticket type field in the customer new ticket form? How can we do that? The Sys Config doesn`t give that possibility and if we try to edit the file "CustomerTicketMessage.dtl" by deleting the lines of code that show the Type field, the form fails when t...

leo5nidas

Ok, jojo

That clarifies a little bit the problem. However, we still want that some of those fields would not show depending on the ticket queue.

Thank you for your help.

leo5nidas

Thank you jojo, but we would prefer to get this by ourselves.

Anyway, is there any other way to make that the ticket zoom screen shows only some dynamic fields depending on the queue the ticket belongs to?

Thank you again

leo5nidas

That was very helpful!

Thank you very much

Best regards

leo5nidas

Hello

In my University we want that the ticket zoom screen only shows certain ticket dynamic fields depending on the queue where the ticket is placed. Right now, in the Sys Config this configuration is only static for the screen.

Is it possible to achieve this?

Thank you in advance.

Regards

leo5nidas

Hello In my University, we have several queues for incoming tickets, but we don`t need the same fields for the tickets on each queue. How could we hide / show fields in the ticket form according to the selected destination queue in the form? Is there any other solution than hide/show the fields in t...

leo5nidas

Thank you, jojo. Do you think that it is not possible to do it programming using the API?

leo5nidas

Please, could anybody tell me something about it? It is very important for our university to get this working.

Thank you.

leo5nidas

Hello

I need to know how could we set different "new ticket" forms for different queues, because the fields needed change depending on the queue where the ticket is going to be placed.

Thanks in advance

Regards

leo5nidas

Many thanks, Yuri

It works!!!

Only, apart from what you have told me, in SysConfig -> Ticket -> Frontend::Agent::Ticket::MenuModule I had to activate the section 310-Free Text

After that, all went smoothly.

Best regards

leo5nidas

Hello In our company, we need to define dynamic fields in tickets to include additional information about it (platform, operative system, ...). We need those fields can be edited by the agents after the ticket has been created. However, we do not see how to do it. It seems that OTRS does not allow t...

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