Znuny Open Source Ticketsystem

jschlueter

Alexus thanks for the response, however I am not sure how to do any of what you suggested. Any help would be greatly appreciated. Thanks

jschlueter

Sorry I didnt update that yet. We are on version 4.0.4. Thanks

jschlueter

Is there a way to find out how many tickets we get that are coming through the Portal? We are trying to understand how many people actually use the portal instead of just emailing out fetchmail address? Any way to create a report or if there is a way to figure this out? Thanks

jschlueter

Our Asset Tags are named 1-##### and when we imported them, we imported as text. They imported just fine. However, when I exported the data its not changing the asst tag number fo a "Jan-64" or something similar. If I try and format the cells, it doesn't change the asset tag back to the co...

jschlueter

Thanks for the reply. They are subscribed but when you pointed me in that direction, I see that each agent can say whether to receive messages on follow ups. This is exactly what I was looking for. I was just thinking it would be a system setting rather than having to check to settings for all agent...

jschlueter

Currently the agent doesn't receive a email notification when a customer add information to the ticket. We have to monitor the Queue and wait for a star to show up. Is there a setting somewhere to turn that on so an agent does receive an email? Thanks for your help

jschlueter

This is what I get when hitting F12 and in the Console in Chrome: CommonJS_e208797bc73b52e95d90ad7f001857bf.js:166 [Deprecation] Synchronous XMLHttpRequest on the main thread is deprecated because of its detrimental effects to the end user's experience. For more help, check https://xhr.spec.whatwg.o...

jschlueter

Roy,

Thanks for the response. Where would the logs be for Chrome? Thanks

jschlueter

BTW...it doesn't actually lock up the browser...it just doesn't allow to click and go somewhere in OTRS. If I hover over Tickets it still highlights it. Almost like by clicking on the Edit, there is no link to go anywhere.

jschlueter

Hello, We just upgraded from 4.0.4 (I know we were way behind) to 5.0.22. When going into to CMDB and clicking on it I get the drop down menu. I can select overview and see all my assets. I can click on one of my assets but then if I want to edit it, I click edit and it doesn't do anything. I can't ...

jschlueter

Does anyone know why this "submit" button is different than all of the other "submit" buttons. Just not understanding why other areas are working just not this one? Thanks

jschlueter

Sorry...I'm also running the latest Chrome version 54.0.2840.71

jschlueter

Hello, When using the Chrome Browser and I try editing an asset in CMDB and I hit save. Nothing happens. I have noticed this just in the last few days. If edit a ticket and hit submit it works just fine. If I use Mozilla, it works. Any ideas how what is causing this and how I can get it resolved? Th...

jschlueter

Is there a way to Create a Template in the Import/Export Management area that will export all owners of certain equipment based on their name? Our students have their Graduation year infront of their email address. Was hoping that I could create a template that would export for all owners that have ...

jschlueter

Since var/cron is a directory, I assume you mean edit the fetchmail.dist file within. I did so and changed the cron entry to 3 minutes instead of 5 and then ran 'bin/Cron.sh restart otrs'. However, now crontab for the otrs user is completely empty and mail is not being fetched at all. How can the cr...

jschlueter

Is there a way to change the amount of time they systems checks email? I believe it is currently 5 minutes but was wondering if we could reduce that to 3 minutes or so? Thanks

jschlueter

In your previous post you say "there is a program <OTRS_HOME>/bin/otrs.ITSMDeleteConfigItem.pl". But I am not exactly sure how to do that. Any help would be appreciated. Thanks

jschlueter

Thanks for the response but how do you split it? I dont see that option...is it maybe something I have disabled? Thanks

jschlueter

Is there a way when you are in a ticket to duplicate it so you have two tickets identical? We have users putting in one ticket that have multiple devices linked to it and we want to have a ticket per device. Thanks

jschlueter

I found what I was looking for. In the new version there is an arrow above the page layout that you can add columns. Click that allowed me to select Location again. However, when looking in the SysConfig even though I have it enabled by default I still had to select it to show it. Thanks

jschlueter

We are a school district with 9 schools and when they put in the ticket they click from a drop down to select their school so when our technicians are looking at the Status View window it used to show Location and we could tell where that ticket was located quickly. But since the update that is gone...

jschlueter

We recently upgraded to OTRS 3.3.3 and when we did that on the AgentTicketLockedView screen, it no longer shows which location the ticket is for. Any idea on how to get that back? Thanks

jschlueter

Is there a way to have an email sent out when a new FAQ is added to all agents? Thanks

jschlueter

Yes the Software CMDB but not the Hardware CMDB. What is the process of doing that then? Thanks

jschlueter

Is there a way to delete all software inventory so we can start over from fresh? Thanks

jschlueter

I have upgraded to version 3.2.1 but I haven't tested if the new version works better now.

jschlueter

But no way to have an email automatically send out that a new FAQ was created?

jschlueter

Is there a way that when a new FAQ is created that an email will be sent out to Agents to let them know about the new FAQ? Thanks

jschlueter

Just looked at my Chrome settings....Under Settings, Advanced Settings, Languages and spell-checker settings. It showed under Languages, English (United States) and English. I deleted the English one and then it worked.

jschlueter

I just tried it in IE and it works just fine. Looks like it might be something in Chrome

jschlueter

We just upgraded to version 3.2.1 and when we go to type in a text box in a new ticket or note, you type the first letter and then it jumps back to the first position and you can keep typing. But the first letter you typed shows in the last position when you are done typing...any thoughts on how to ...

jschlueter

Is there a way to change the default for Linking from "Alternative to" to "Relative to"? Thanks

jschlueter

Figured out what the problem with this was. When I was exporting assets to a csv, excel was automatically change the date format. So then when I put a date in the csv, the format that I thought it should be because it exported that way it didn't work. I opened the export in Notepad and found that wh...

jschlueter

I have tried using the paste to clipboard using FireFox and also have tried using the image uploader and they both add the image in but when I hit save it then cuts my documentation off and maybe only gets a few images in there and the first few steps.

jschlueter

Even when I link them and send them to the server after a few of the pics they stop showing up. Is there a certain format they need to be in or can FAQ's only be a ceratin size. Thanks

jschlueter

so if LMC agents and IT agents are both agents and when I select in the FAQ to be shared with agents, how or what do I have to change in order for only IT Agents see it rather than LMC and IT agents? Thanks for the help

jschlueter

We have two queues, LMC and IT. We are starting to use the FAQ section but was hoping to make it so only IT can see the Agent selected FAQ's and then LMC agents could see any of the public FAQ's. Any way of doing this?

jschlueter

I was hoping to not embed them just use a screen capture program to copy to clipboard and then paste into the FAQ. The embed looks like it will work, just a lot easier to paste. Any way to get the paste working better?

jschlueter

I read that using FireFox it will allow you to paste images into the FAQ which works...sometimes. I was able to paste a picture or two and sometimes three, but if I paste all the images (maybe 10 or so) I want and hit save, it actually cuts all the documentation off at a certain point. Any thoughts ...

jschlueter

We are looking at possibly doing this also...but when you do this and you select "Customer" under "Recipient groups" will it only send a notification to the customer that created the ticket or everyone that is a customer in our system? Thanks There is an easy way to setup Notific...

jschlueter

Awesome...must have just missed it when I was looking at the settings...Thanks for the help as always

jschlueter

Thanks for the response. I know I can add the "free fields" in the Frontend::Agent::Ticket::ViewClose area so they show...but how do you add Type that is automatically put in the "free fields" area into the close area? Thanks

jschlueter

I am able to add the "free fields" that I created, but I want to be able to change the type which isn't a dynamic field...but if I click on "Free fields"...type is list in there. Any way to add Type to show up? Thanks

jschlueter

When closing a ticket is there a way to add free fields in there so that when we close a ticket if someone selects the wrong type it can be changed in there rather than having to change it in the open ticket and then close the ticket? Thanks

jschlueter

I see what your talking about...however we dont have those options. We only have Forward, bounce, print and reply. Is there any other way of re-opening a ticket rather than using those options?

jschlueter

I'm not sure what you mean by Article Action

jschlueter

I must have disabled that then somewhere cause I dont have the "Phone Call" option anyway. Ideas where that might be? Thanks

jschlueter

We have had technicians close a ticket and then the issue comes up again and we are not able to change the status of the ticket to open. Know of where this setting is to fix this issue? THanks

jschlueter

Awesome...Thanks for the help.

jschlueter

I have all of them activated, however I have "Location" and "Room Number" as a dynamic field but I am not able to edit them

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