Znuny Open Source Ticketsystem

Great... deleting the cache and using other browser worked. Thanks a lot.... Appreciate your help.

If you're not in production, please at least go to 3.1.latest before rolling out. Or 3.2.latest then 3.3.latest so you're uptodate. I will try to but I do not think that at this point of time, I would be able to upgrade the release as we are almost in production. Do you think that this could be a b...

Hi All, Sorry to bother you again. I am fiddling with OTRS since some time and trying to get used to it before putting it into production. I have an issue here. I am using OTRS 3.1.3 on CentOS 64 bit with MySQL back end. When I try to highlight a queue in My Queues section in agent preference, they ...

Hi All, When I go to Status View > Closed Tickets, I can only see 10000 tickets. Is this the limit set somewhere? Can I increase this if possible? Not a blocker but just wanted to know. And I hope that even if I am unable to see more than 10000 tickets in Status View > Closed tickets, those are stil...

Thanks for helping me understand. Want to mark this solved if I can find out how to.

Hi,

Thanks for your responses. Currently I would like to mark this thread as solved as I think you have answered most of my very important questions those were sort of road blockers for us in this particular implementation. Thanks for your time and effort in helping me.

But I do not understand, why, if a ticket is locked by an agent and still in new state, is moved to new queue, a notification wont be sent out? Is this by default systems behavior? Can I change this somehow? A locked ticket indicates that someone has control of the ticket. It's not relevant (genera...

I have already edited the GenericAgent.pm as described in the forums, Also the var/cron/generic_agent.dist needs to be var/cron/generic_agent and possibly edited for more frequent than every */20 minutes. and restart otrs cron service (read the INSTALL.md for more information) After this, System Lo...

note that a ticket that is owned and locked will not let others in a new queue know that it's in the new queue, so the efficacy of changing the queue for notification purposes is diminished. If ticket is in Level-1, unanswered for 10mins, generate escalation warning. Escalation notifications alread...

1) Find a threshold (that includes a value of another field at the current threshold). 2) Change that other field's value 3) Run a notification Event against the value change. I am a real newbie to OTRS. I dont understand what do you want me to do. As far as thresholds are concerned, I know the val...

I think I can get this done. I understand what you said.

Hi, This is a specific requirement that has come up and I actually cant do much about it. My intention to create multiple queues was to bug people higher in order to check the ticket and respond to it. I am not considering closure time but first response time only. So, if a ticket has remained unans...

I am still unsure what is happening here. One query: If a ticket gets escalated from say Level-1 to Level-2. Now there is another job that will move the ticket from Level-2 to Level-3 if escalation has happened. I want to know if the time ticks of the ticket are reset when the ticket is moved to Lev...

Suppose, I have three queues, Level-1, Level-2, Level-3. All the tickets come to Level-1 through email. It has First response SLA of 5 mins. If Queue = Level-1 and SLA before 5 minutes ago, set Queue = Level-2 The systems waiting for 5 mins after the ticket has escalated. So that's not working as I...

[in the] Last [n] [time units] Before [n] [time units] [ago] or: (beginning of time)-------Before------[n] [timeunits]-----Last-----(Now) I think I am still confused. I am still not able to use those thresholds properly to my requirements. If you can help me understand with my use case Suppose, I h...

Instead of sending auto reply to the one who sent the email, the reply is sent to statically configured email address. Auto responses to all the tickets in this queue should be sent to this statically configured email address > Instead of sending auto reply to the one who sent the email turn off au...

Greetings all, I am trying to configure a generic agent to move a ticket from one queue to another based on some escalation times. I am unable to understand the options Ticket first response time reached - Last -Before What do Last and Before signify? When do I use Last and when do I use before? And...

Greetings all, We have been running OTRS 3 for a year now. I have tried my best to learn from the documents and learn as much as I can and have been partially successful. There is this case in our organization for a client where in we need certain specific configuration and need to know if it is pos...

Okay. So, an example or scenario to another of my doubt that I would like to clear. Just for information, I am running the ticket escalation alerting script every minute just to ensure I do not miss on the tickets. The scenario of the doubt: Suppose, one ticket#123456 of mine is going to escalate in...

Greetings,

I would like to know if there is a way to report or list all tickets which were owned by an agent and then transferred to another?
We are looking for a way to find out some performance metrics for our agents and like to know this.

Thanks and Regards
Chaitanya A.

I mean I will run this script every minute without much affecting the system performance. But when it is run, can it detect the tickets which are to be escalated in coming half an hour and send the alerts for those? I am currently running the script every minute so that I have maximum amount of emai...

Thanks for the confirmation. I have that cron job running too. But I am getting emails when the tickets have already escalated. The purpose of this is to inform agent on ticket escalations, hence I would like to configure it to send email alerts at least 15 mins before the ticket escalates. Is this ...

I ran it manually and some of the users received emails. But it does not send mails when run automatically. I will keep you posted with it when I have some information on it.

Yes the cron job is running the script /opt/otrs/bin/GenericAgent.pl with the option -c db --force.
If there is something wrong with this option.

Greetings, There is a need for us to configure our OTRS installation to send email alerts to agents if their tickets are on verge of escalation. Searching on google, I found some documents and how to, and found that I already have the configuration in place but it still does not work. Following is t...

POP3 service restarted. Issue resolved. Weird Microsoft.

Greetings all, We are migrating our servers to Exchange and our helpdesk system needs to fetch emails from MS Exchange Server 2010. Currently, everything is fine with gmail but I am having issues integrating OTRS with exchange. When running the otrs.PostMasterMailbox.pl from command line, I am getti...

Thank you for your reply. I have not yet got a chance to check on the given configuration. I would like to test the configuration on a testbed first and then implement so that if I miss out or misconfigure anything, my production environment is not affected. Will keep you posted about my success / f...

Greetings all,

We want to use survey module for our performance tracking. But I am not sure if we can enable the survey for tickets that are closed unsuccessfully. Can it be done?

Any help would be appreciated.

Thanks and Regards
Chaitanya A.

Greetings all, I have an OTRS installation with customer and agent login configured with Active Directory authentication working fine. But we have a PDC-ADC setup and I would like to configure OTRS to authenticate with both the servers so that even if my PDC is down, OTRS does not stop working. Is t...

Thanks for the quick reply. I dont think removing the name from the salutation is going to make the manager or management happy. If they can live with what we have, well and good. Else, I will have to use the tag where we have full name rather than just first name. That does not look too good, but a...

I think I need to be more clear. Sorry for my English. I mean to say the name of the user in the auto replies is a problem. If a ticket is generated by a user by replying to an auto reply or agent reply, the name in the salutation is of the original user who started the ticket, not the one who raise...

Greetings, We are using Open Source version of OTRS with ITSM as ticketing system for our Internal IT department of the organization. The customers are the organizational employees located worldwide. Customers send email to raise the ticket as a general practice. Many a times it so happens, they als...