Znuny Open Source Ticketsystem

Is it possible to view the "ticket body" in the statistics report
If yes, how to configure it?

After checking Framework -> Core::PDF i found that the font used in our configuration for PDF::TTFontFile###Proportional is "DejaVuSans"
Does it support Arabic characters? If no, what is the font that i supposed to use that can support Arabic characters??

yes i checked it and the database running is utf-8

Arabic language works fine with tickets and web interface but the problem is in the "statistics" as i can't generate a report as PDF format with a readable Arabic language as you can see in the attachment

any help

Hi all,
I would like to make the "service" field (mandatory) not optional in the customer web interface as i want the customer not to be able to send the ticket without filling up the service type of the ticket first
Can this be done?? If yes, how to do it??
Thanks in advance

I have a problem with the arabic report statistics output when it's in the form of PDF the Arabic language is not readable as it's viewable from left to right while it's supposed to be viewed from right to left as you can see in the attachment

Is there any way to view the arabic in a readable form ...

I have a problem that when we make a report from "statistics", there is a problem with the arabic language when the output is PDF as it can't be read at all

Is there anyway to fix this problem and make the arabic viewable in a good readable state ??

Thank you so much
now it works fine when an agent solve the ticket by "note" and make the next state closed successful
it works like magic

But for the "reply" it doesn't change the state of ticket to be "closed successful" it's still "open"

Hey Jojo,
Thank you sooooooooo soooooooooo much for your advice to "change Ticket::Frontend::CustomerTicketMessage###Queue to No via sysconfig and and set Ticket::Frontend::CustomerTicketMessage###QueueDefault to the wanted queue. And switch off customer group support"
Finally it works fine :)
It ...

what is the best way for the agent to solve a ticket
Is it "forward" or "reply" or "close" the ticket
this issue is so confusing to me
thanks alot

Yes and that's exactly what we don't want
as we want our customers to be able to send their tickets to only one default queue
then we as administartors manage the workflow of the tickets

I already did so, and the customers have been able to see all the queues

Than you for you concern,
but after trying editing the queue and queue default and disable customer group support in sysconfig, the customer was able to see all the available sub queues except the default one (HDBank helpdesk) and the other two main queues

when i gave the customer a "rw" permission on groups, he was able to see all available queues
and this is not what our workflow is supposed to be

you mean by "access" a permissin on these queues
they already have a "ro" permission on all groups
shoulf i change it to be "rw" permission?

ok i tried what has been in the topic and edited "Action" in Frontend::Customer::ModuleRegistration to be like this "Action=CustomerTicketMessage;Subaction=StoreNew;Dest=1||HDBank helpdesk"

But the customer still can't see "Reply" once the ticket is moved to another queue other than HDBank helpdesk ...

Hi all,
I have a problem with the ticket state
As when the agents forward the ticket to solve it while the next state of the ticket should be "closed successful", the ticket still have "open" state
So, the agent have to "close" the ticket to make it dissapear from their dashboard
I checked all ...

If i switch it off, the customer will be able to see all of the queues and sub queues and it's not what we want in our workflow
I already tried this and found the customer can send the ticket to any queue from the available queues

Thank you so much for your quick response

But how can i make sure that reopening in the queue is allowed?? If you mean the "follow up option" in the queue setting, yes it's turned to "possible" in all queues and for the "customer group support"; yes it's enabled to "yes" and when i turned it to "no ...

Here is my work flow:
1- The tickets are supposed to be sent by the customers in one queue (HDBank helpdesk)
2-We move it to the related queue based on the ticket
3-A generic agent run in the background to move each ticket automatically to its queue based on the type of service in the ticket

In the ...