Znuny Open Source Ticketsystem

Hi,

I can't find a way to add the "Owner" column to Customer Portal MyTickets View.
Is that possible and how?

I added the Owner info in the TicketView but can't figure out how to add it to MyTickets Views in Customer Portal.

Thanks in advanced!

I am using OTRS 3.1.3

Jonn

the value exported apparently is an integer. You may post process (Excel) the value using formulas or possibly formats.

crythias indeed, i would have to convert the units values using this formula:

=CONVERT(number,from_unit,to_unit)
Example: =CONVERT(888,"mn","hr")


Thanks

Hi,

Does anyone knows how to display ticket age only in hours and days format in csv exported files instead of minutes?

I am using OTRS 3.1.3

Thanks in advanced!

The problem was solved.

The reason was a disaster recovery system that was replicating some applecations including the otrs help desk and it was garabbing tickets.

Now everything is working fine.

Thanks for the help crythias (once again)!

They told me that it is not an instance of the Help Desk...
It was a fresh installation with the newest version of OTRS...

Both systems use the same Active Directory ip to recieve emails...

crythias wrote:a dev box is grabbing tickets.

I dont know what that means...
Can you be more specific?
Please and thank you!

Update:

We made a instance of this help desk but it is in another virtual machine with different ip address...

Is that possible anyways?

Hi;

Something very strange is happening to my help desk.
In more than one ocasion a user has created a ticket...after the ticket creation, i recived a notification by email about the new ticket but whe i access my help desk directly or clicking on the ticket link, one of two things happens,
one ...

Check your SysConfig.
Sounds like there are other Dynamic Fields available for the agent ticket zoom than there are for the customer ticket zoom.

The problem is with the check boxes.
Customer ticket zoom are displaying the checkboxes that where "Checked". That is how it should be.
The agent ...

Wolfgangf wrote:obviously your cronjobs are not running

Problem solved!

Apparently there was two cron jobs runnig at the same time for the same task.

Thanks anyway!

Hi;

My system is not fetching all that has to do with emails.

If i create a ticket using customer portal, the agent portal fetch the ticket automatically (because is not sended from email).
When i create a ticket using email client (outlook) otrs does not recieved anything until i click the "Fetch ...

jojo wrote:just switch on Ticket::EventModulePost###130-ForceStateChangeOnLock

jojo i tried this in two versions of otrs and did not worked.

As you said

jojo wrote:this has no effect on the 1st response time (as it is just a state change)

Now it works like i want

Thanks u all

I just fixed with a cron job!

Settings:
Automatic Excecution (this is for multiple tickets but i just configured it just in case)
SCHEDULE MINUTES = 00
SCHEDULE HOURS = 00
SCHEDULE DAYS = all
Event based execution
Event triggers = Type - Ticket | Event = TicketOwnerUpdate
Ticket Filter ...

I see the option of "New Ticket State" but is to do it manually, i need it to be automatically.
Is possible to set the ticket state change on owner update, to be automatically also?

Hello,

I tried many things includding Google and i can't find the reason why my tickets state function are not working properly.
When a new ticket is created, you see its state as new but when you assigne the ticket it does not change to open.
When you close the ticket it changes fine to closed.

I ...

Hi;

I am facing this issue:

I created a few dynamic fields. In the customer portal, i see the ticket information to the right with the information of the dynamic fields that i created.
It is displaying only the dynamic fields with information filled by the customer.
That is how it should be, but ...

jojo wrote:this feature is available in 3n3.x

Why the heck are you running an old and unsecure version?

We use the system only internal.
You can not access the system by external url
But you guys are correct, i will upgrade and see how it works.

Thanks!

Please edit your signature (see mine) so I don't have to guess and ask what version OTRS.
3.1.3 is my version of OTRS

I checked what you told me but like i said, its not a check box that you enable.
I was trying to find a way to configure a dropdown dynamic field to have the same key and value ...

Try sysconfig ...
Ticket::Frontend::AgentTicketOwner
click a check box for Queue
I am out of work wright now, i'll check tomorrow but i am pretty sure that it is not a check box option...i let you know.

The fact that *you* make a change means that *you* lock the ticket to you as a prevention of ...

Yes, when the human agent replies to customer, he sets himself as owner and when he hits submit, he sends the notice to the customer.
That is precisely what its not happening. Without replying to the customer, jus clicking the change queue option in the ticket window is enough for the system to ...

In this company they believe very much in inform customers on how, who and when their tickes are worked.
When the human agent communicates with the customer, your problem is solved. Until then, the ticket isn't being worked. It's just changing hats.
So, in OTRS there is now way to do what i ask ...

jojo wrote:change it in the Config

What do you mean exactly? to change something in the sys to be available to view the new queue in owner window?

Hi jojo,

switch off the lock for Move (which I suggest not to do!)

The problem with that option is that to change the queue first i have to change the owner. In the Owner window you dont have new queue option...

Typically, the customer doesn't want to know who is working on the ticket.
Why do you want to inform him anyway?

In this company they believe very much in inform customers on how, who and when their tickes are worked.
So we just follow strict instructions. We can not do anything about it, just ...

jajaja jojo,

No men i can't do that!

Notifications are working just fine, the only issue i am facing is the one i explanained before.

I just need the notification of new owner to be sent only when i click the submit button not when i open the created ticket and click the change queue option ...

Hi,

I have this issue;
When a customer creates a ticket by email, the otrs system receives it and automatically the queue is set to unassigned and the owner is set to Admin.
At that point the only notification the customer has received is about the new ticket created.

When I (the Administrator of ...

After hard work this is the result i found more convenient for my request...
Query...

SELECT t.id, t.tn ticketnumber, CONCAT(u.first_name, " ", u.last_name) name, name, t.title title, DATE_FORMAT(t.create_time, "%m/%d/%y") create_time,
case ticket_state_id
when 1 then 'New'
when 4 then 'Open ...

Hi,
I prepared a custom statistic report to be able to see the last 2 years of open tickets by agent but it is only showing the tickets for this year (2013).
I tried everything a know but it is not going back to display the last two years of ticket activity for open tickets by agents.

I want to try ...

jajajaja OMG!

Is this a forum about TECHNICAL issues or about what is relevant or fair or not?

You should limit your opinion to the technical issues rather almost moral issues...its just a suggestion!

Thanks anyway!

Thanks for repplying

Let me explain my point.

I am the help desk admin. I assign all the tickets and choose the owner and responsible.

The mayority of the tickets are comming from ms-outlook.

I already configured some queues to be automatic but in some queues we have only one person assigned ...

Hi;

How to configure default specific owner for specific queue to be assigned from email request automatically?

Thanks!