Znuny Open Source Ticketsystem

Thank you very much, this is exactly what I wanted. I know understand better the groups and its utility

Hello,

I would like some agents to be prevented to move tickets to some specific queues. I did not find ant way to do that. Does anybody have a solution to that?

Thanks,

Greg

Hi There!

Did somebody find the solution?

Thanks,

Greg

Yes, I would also appreciate it!

Thanks,

Greg

Hi all,

I am also looking for that. Any ideas?

Greg

I see your point but here is how I would see it: I would like a person (let's call him the dispatcher) to be in charge of dispatching the incoming messages in OTRS queues. This person would also proceeds most of the incoming messages. If this person has no time or not the skills to process the ticke...

my predefined message looks ok and I did not change any code. ANother issue I have is that when I reply to a customer I see below the original message he sent but the message is not complete (it is as if I was somehow limited on the lenght of the text...)

Greg

Thank you, this what I was searching for. One last question. Let's suppose that I close the ticket and at the same time transfer it to queue X. The agent in charge of queue X will get two independant e-mails: one indicating that there is a new ticket in queue X and another e-mail saying that the tic...

Thank you Jojo,

I am quite new with OTRS, could you explain me more in details how this cna be achieved? Where can I find this setting?

Thanks,

Greg

I checked it and everything is ok to me. Any other ideas?

Thanks,

Greg

Hi, in OTRS when you change the status of a queue to "close" you are sent back to the main screen with all the open tickets. Is that possible to change it so that I could stay on the ticket page once I have changed the status (because I would like to be able to change the queue of the tick...

Thanks Jojo for your reply!

Here you go!

The blue ellipse is my auto response and the red one the prerecorded answer for a specific queue

Thanks,

Greg

Hi, I am quite new with OTRS and I would need help. My idea is to have somebody dispatching the raw new tickets to different queues. For now once the ticket is moved to one queue all the agents allowed to see this queue see the ticket. Is that possible that the system attributes the tickets to the a...

Thanks but I am not able to do so... When I select the original message (I click on the line containing the original message and not on the line containing the auto reponse) and then click on reply and then choose the prerecorded answer I have encoded the auto reponse appears above my prerecorded an...

Hello, I have an issue with the auto reponse. When a customer sends an e-mail to me he gets an auto reponse saying that we aknowledge his inquiry. When I open the ticket and want to answer to it (for example with an empty answer) I see below of my e-mail body the auto answer. This is as if I was ans...

Thanks, I thought there could be a way of "reproducing" the subqueues in a more easy and fast way

Hello, I am designing my queues and the first level would by area (Europe, US...) and I would like then to have subqueues which would be the same for each area. Is that possible? I am trying to do it but cannot find how to to it... example: US-> subqueue A and subqueue B Europe-> subqueue A and subq...

Thank you Crythias!

Greg

Hi! I am pretty new with OTRS and would need some help. I am indeed wondering what is the difference between the raw and postmaster queues that are by default present in OTRS. My second question is: is that useful to delete the postmaster queue as have set OTRS in such a way that all the new message...