Znuny Open Source Ticketsystem

Resolved - the hint regarding groups access sorted it for me. Thank you!

As one of the support agents creating tickets, I can then use change queue to move it to the required Support queue without issue. Its just the selection of the default queue when the submit button is used to create a new ticket. I have also tried making the Postmaster queue invalid but the same iss...

Hi. I am trying to configure OTRS so that agents when using AgentTicketPhone only get the choice of one queue (in my case 'Support'). I have tried all configs that I can find and I can get the queue dropdown to only display 'Support' but whenever a ticket is then created, it goes in to the 'Postmast...

Tried that and again no joy. I can seem to either display the State field and have it automatically update as described previousy when a dynamic field is updated, or hide the State field so that agents cannot update it. Neither option works for us. We just want to be able to update the dynamic field...

Thanks. I have checked these two configs options out and: AgentTicketNote###State switches the option to update the state when adding a note on and off. We need this option enabled so that Agents can change the ticket state when adding notes. AgentTicketNote###StateDefault will change the State to t...

Hi. We have added some Dynamic Fields (tickets/dropdowns) and incorporated these into various screens. We are finding an issue when using them: We have added a Dynamic Field to the Agent Add Note screen. If an agent attempts to use the field, the system automatically populates the State field with t...

We have discovered that when we upload images into external comments, the customer cannot see the image - they just get the standard broken image displayed.

Can anyone help as this is fairly important to us as we use images to explain solutions to customer quite often?

Thank you.

Not sure if this helps, but the queue configuration (Admin>Queues) has a couple of fields to define the salutation and signature. May be worth changing it there and see if that works.

Hi. Hopefully a simple config change! We have escalations and notifications working very well except for one issue: Once a ticket has breached its SLA, OTRS triggers an e-mail every subsequent morning for each and every breach to all agents. As we have no stop clock facility, the e-mails are in the ...

Hi. We have an issue with the ticket reply function in IE9. If a reply template is selected and there is a need to add further text from clipboard, pressing return to create the space and the pressing ctrl v does not result in the text being displayed in the editor even though it has been inserted. ...

Hi. We would like to configure our system to amend the ticket state after a customer has added a note to a ticket so that it can easily be spotted. This is working fine when a customer submits an update via e-mail, but when they add a note via the customer interface, the state remains unchanged (we ...

Its for reports and customer updates - so that they can see the detail of the issues they have raised.

Hi. I would like csv export for searches to include the ticket text - i.e. the content of article 1. Is this possible please and if so how do I configure it?

Perfect - thank you very much!

We have a problem with the queue views showing the latest customer contact article details (customer and comment) in the From/Subject on the queue view instead of the original customer details and original subject. Is this a config thing or a feature?

Version is in signature. When the new (split) ticket is being raised, I would expect the name of the person that the ticket will be logged against to appear on the new ticket screen. At present it shows the name of the agent that added the article being split, but when submitted, the ticket shows as...

Hi all. We sometimes need to split out an article from a customer's ticket to create a further ticket that does not need the customer to be advised of or even aware of (for internal purposes). We have found that if we split the article out, the new ticket appears to all intents and purposes to be be...

Thanks for the reply. I have checked and all the event notifications have their Notification article type set to: email-notification-ext. Looking at those event notification records that create an article, it seems that it is only those that go to the group 'Customer' that record an article. I have ...

I would like event notifications to be recorded on the ticket as articles. At present only some are and I cannot see what triggers some to be recorded and some not.

Hi. I am looking for some advice regarding a problem with our installation. We have a number of event notifications. Some when triggered create a corresponding article on the ticket, others do not. Is there a general rule applied to control when an article is created and when it isn't? And is this c...