Znuny Open Source Ticketsystem

thank you @tto. For now since, if the customer can email cc someone back to the ticket and have the someone added to the ticket it is fine for me. That other person can get the email and access the ticket, plus the agent can see the "reply" and "reply all" options to then reply t...

via admin interface -> states This is the nicest forum where folks are helpful. Thank you. I have added a couple and set their state type to "pending reminder". This works for what I want to achieve where I want the timer functionality to be present. They are available to the "pendin...

Hi, I have been asked to add a status of "pending deliver" which is still an OPEN state, and I can't figure out how / where it can be added. Is it by inserting manually into the database ticket_state table? I tried that but it doesn't show up anywhere... Please help. Thank you.

crythias wrote:AutoReply attached to queue.

Actually it is working There was a ticket that was created in a queue without an auto-response. Thank you.

Hi, I have just noticed that the ticket link that normally goes out to the customer with replying to a ticket is NOT included if the ticket was created by the helpdesk agent (like the email ticket) and am wondering how to go about adding it?

Thanks in advance

Well, it turns out that the email went into the JUNK mail folder. So I'm trying to figure out why. Thanks KlausNehrer !

Hi, I found someone using Thunderbird mail client on Linux to reply to tickets but the ticket never gets updated. It's very strange and I am wondering if this is a known issue of if it is something I misconfigured? Thanks if anyone can help/shed some light. Email replies from say, gmail, Exchange ou...

Hello, I have a email question but have not found an answer. What is the way to provide the customer the ability to add his manager to the ticket upon creation? I was thinking there is configuration that can turn on the interface to add a manager to the ticket and then be notified on all corresponde...

For me, it was because I did not belong to the faq groups. When I added myself to the groups the menu appeared. HtH.

Still can't figure out. Maybe I am missing some module? Any help is appreciated

[SOLVED] thank you. I understand better now that I tried Master Slave out. So I think I should merge tickets when the same user filed different tickets for the same issue..

Hi, I found that in Android Chrome or Dolphin browsers, the customer new ticket form doesn't show up with the rich text editor, and am curious why and would like to know how to enable it. Help?
Thanks a lot.

Hi I have a question about bulk closed as merged. If John, Bob and Joe filed total of 3 tickets and I merged Bob and Joe's into John's ticket, when I replied to first ticket, ONLY John gets notified. Is it possible to have Bob and Joe also automatically notified via email? Yes, I know I can add Bob ...

Thanks! Got it working after adding a bit more to reload.

Hi, can you tell me what modifications is needed to disable "Company Tickets" on the customer UI? Or is there a config (I couldn't find)?
Thanks.

Hello again, I basically want to fill the customer form's rich text field with additional questions associated to the selected queue and would like to get suggestions to accomplish this please? For example like if queue id 5 (software request) is selected populate the rich text field with questions ...

Thanks for the replies. Things for me to think about...

Getting a "no permission" error. Is that normal? I enabled CustomerCompanySupport as well. It's normal inasmuch as the system is returning what it's programmed to do. It may not be what you want to happen, though. ACL, Groups, Queues, CustomerID are likely reasons permission is denied. Ah...

What happens to local DB's agent and customer accounts and associated tickets / articles? If the usernames match, not a heck of a lot. But CustomerID will make a difference for customers if you care about individuals seeing tickets of other people who have the same CustomerID. (Company Tickets matc...

Hi, I won't have LDAP or AD for an unknown periord of time. So, right now I plan to batch create couple hundred users with default passwords. I can't seem to find info about what happens when we have LDAP? What happens to local DB's agent and customer accounts and associated tickets / articles? Will...

think I still need to *sigh* catch it into the postmaster queue and purge it after 3 days or something. At that point, it's a ticket. To do what you wish requires a bounce before OTRS. Can you explain how to "bounce" it off? I currently have made Admin the group for Junk, Postmaster and R...

Ah I see. Thank you thank you :-) I think I can set it up to respond to the email with "Sorry, but you must use the website... and here's the url". I think I still need to *sigh* catch it into the postmaster queue and purge it after 3 days or something. Okay, if an email had X-OTRS headers...

Thanks for the quick reply!! I am still a bit unclear. So if the user used the web from to create a new ticket he can choose the queue but if he emails in a request, there is no way for the user to move his own ticket to another queue (since the To-queue dropdown list of queues is unavailable), right?

Hi, I'm new to OTRS but have gotten it up and running and works great!!! My workflow is: 1. user sends email to helpdesk @ company.com 2. An agent gets and email (this works) about new ticket in Postmaster queue 3. OTRS auto email responds back with msg and ticket link (works) . Want to ask user to ...