Znuny Open Source Ticketsystem

Hi & thnx for the reply, I've tried that also. Let me be more specific. I've a df named Classification that has three values ex. Value1, Value2, Value3. I tried: <OTRS_TICKET_DynamicField_Classification> and OTRS_TICKET_DynamicField_Classification_Value> and OTRS_TICKET_DynamicField_Classificati...

Hi,

I want to include the value set to dropdown dynamic field, in email notifications.
I've tried <OTRS_TICKET_DynamicField_DFName> but it isn't working.
Can anybody suggest me what to do?

Thnx,

Also this is the complete error I receive: Backend ERROR: OTRS-CGI-11 Perl: 5.10.1 OS: linux Time: Tue Mar 18 13:34:09 2014 Message: IMAPTLS: Can't connect to [i]domain_name[/i]: Unable to connect to [i]domain_name[/i]: RemoteAddress: *.*.*.* RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subact...

From: ******** (Cron Daemon) To: ********* Subject: Cron <*****> /opt/otrs/bin/otrs.PostMasterMailbox.pl >> /dev/null Content-Type: text/plain; charset=UTF-8 Auto-Submitted: auto-generated X-Cron-Env: <LANG=en_US.UTF-8> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/root> X-Cron-Env: <PATH=/usr/bin...

Hello, I'm having some trouble configuring a new postmaster mail account. We have one already and it is working fine, but we need another account. I tried configuring it using both IMAP and POP but it doesn't fetch and generates the following error: IMAPTLS: Can't connect to mail server. or POP3TLS:...

Thank You Crythias, So you are saying that there isn't any way to set Service/Sla at Move? Not even with the help of ACL ? I thought of using Note, but Note is universally used from all the agents and I don't want them all to be able to change SLA or queue. And in this case I have to go through some...

Hi , I'm looking forward for any possibility to set Service and SLA during queue change. The situation is something like this: In my company, are opened a lot of tickets through Postmaster. I can't specify the SLA at Postmaster Filters because it varies from case to case. Ticket created through Post...

Yeah, I think the same way too, but I couldn't find any better solution at the moment... We have only one valid cron job, that deletes junk tickets; yes, we have a backup OTRS, but DoNotSend mail option is selected at Sendmail; and I cannot think of any installed module that might send escalation no...

Thank you for your support. I think it is solved now. Apparently i should had modified NotifyAgentGorupOfCustomQueue.pm also. I commented (#) all the rows below send each agent the escalation notifications and it is half an hour now, that the system hasn't sent any escalation notification. This is g...

Hello Again, I tried the way you suggested, by I'm still receiving escalated tickets notifications. # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # GenericAgent job that s...

Thanks a lot for the reply.
Another question: Do I need to stop any services before updating GenericAgent.pm file?

GenericAgent.pm.png Hello, When we upgraded to OTRS 3.3, the system began to send email notifications for escalated tickets. We don't want this, and we have tried to get rid of it, but without success. We have selected NO at Ticket follow up notification in Agent Config interface. Also it isn't ena...

These are the error logs that I've got. But I don't think that they are related to STATS: Mon Dec 16 10:06:26 2013 error OTRS-CGI-11 Need UserID or CustomerUserID! Mon Dec 16 10:04:22 2013 error OTRS-otrs.Scheduler-11 GenericInterface task execution failed! Mon Dec 16 10:04:22 2013 error OTRS-otrs.S...

Hello, We are not able to edit e pre-configured STAT, and also I'm not able to find what caused this problem. I set myself rw permissions to all groups, so I don't think it is a permission issue. Also I have to say that we upgraded to OTRS 3.3 last week, and Edit Stats was working fine after upgrade...

Hello, I'm facing a problem with some agents that have "move to" rights, but they are not able to move any ticket without being ticket owner. First I'm explaining our company situation, in order for you to understand it better. We open a lot of tickets to our subcontractor companies. When ...

The problem was created due to some packages we've installed.
We tried it at the backup system, where there are no packages installed, and it works fine.
Thanx for your help.

Hello, I notify the agents by email for every ticket created. I've set up the fields I want to send via email to Agent Notification::Agent::NewTicket, and it works great. Now, our company has a new service provider, and we want to send them different field's information via email. That's why I creat...

Can SLA be mandatory for some services and non-mandatory for some others?
Is there any ACL to achieve it? And if yes, where can I find a similar one (ex. an ACL that has the same logic).

Thank u in advance

Can SLA be mandatory for some services and non-mandatory for some others?
Is there any ACL to achieve it? And if yes, where can I find a similar one (ex. an ACL that has the same logic).
Any help is appreciated

Hi,

I want all my group members to be notified when a new note is added (not only the ticket owner/responsible).
Is there any way to achieve this?

Hello, I'm using OTRS 3.2.2 on linux system. I have created a dynamic field called Fault Occur Time to keep information about the exact time the problem raised (as ticket might be opened later and the ticket's Creation Time is not correct to be used instead ). What I'm looking for is some way to cal...

Hello, I'm trying to find a way to distinguish the time out tickets. I have created two dynamic fields : Fault Occur Time and Fault Recovery Time (because the tickets might not be opened or closed in real time ). Ticket duration is Fault Recovery Time - Fault Occur Time. If this duration time is hig...

I set the services as default services. Now it is ok.
Thanx so much for your support.

I did. But is the same situation. I still can't select any service or sla, because they appear inactive.

Thanx for your response Crythias,

But I have activated three services for that customer, and some SLAs for each service.
I can select service and sla for manually opened tickets, but I cant for tickets opened through postmaster.

Hello, Im using OTRS 3.2.2 in linux. Currently I've created a filter to open automatic tickets for emails sent by a specific address. I want to use priority update for setting the service and sla of these tickets. Even though the service and sla appear as icons at priority update, I'm not able to se...