Znuny Open Source Ticketsystem

Ah the $million question... In our environment, we've only had an actual HelpDesk for 2 and a bit years and many of our staff don't even have regular access to a computer (we're in a small hospital) so paper-based is still very entrenched in the procedures. One day we'll go electronic forms, but not...

Hi,

That makes sense, but (and forgive my seeming ignorance) can those tickets then be sent to the originally intended queue? I just don't want to solve one issue and create a new queue with separate tickets as a result.

We have our OTRS set up with the auto responses so when a user emails us, they get an automatic reply with their ticket number etc. As part of our corporate workflow, we also get request forms scanned and emailed to us from the MFD copiers. These devices do not have valid email addresses (they're <h...

If I create a ticket with a customer on the phone and solve the issue on the spot, I can set the "next ticket state" to 'closed successful'. That's fine, BUT, the tickets I've done this do don't show up as tickets either created or closed in the 7 Day Stats - looks like I've done no work! ...