Znuny Open Source Ticketsystem

Hello crythias, I have a simple question about timestamps: is there a way to insert a timestamp with a special marker into History or using the Date /Time dynamic field to be activated by another field (ACL?) and save the current timestamp in the ticket? We have different SLA-s and Escalations than ...

thanks!

Hi there, I've a very intersting question: is it possible to make fields (dynamic fields) to mandatory using ACL-s? When modifying a ticket I've 2 additional dyn. fields: a dropdown yes/no and a date/time field below. By default the dropdown list is on '-' but it's mandatory so the agent will have t...

Hi, I am working on mapping the company's SLA-s into OTRS but a strange thing happened: "Update Time" SLA reset trigger stopped working It was working before I mean if I sent a test-reply from the customer interface or in e-mail it stopped the update time sla immediately. Now you cannot st...

UserCustomerID <> CustomerID ok, so here's the thing. If I create the ticket without the additional dyn. field and save it and want to modify it later (the customer details including CustomerID is part of the ticket) it looks lie it is working (I added the dyn. field to the change priority) but whe...

just a quick question. I also wanted to assign the services to the CustomerID (company) instead of assigning the services to users one by one and I found this thread: http://forums.otterhub.org/viewtopic.php?f=53&t=16398&p=63133 I tested it and it is working even on the 'ViewPhoneNew' page a...

is there another solution?

I know, that's the thing I don't want to create ACLs for each customer (hundreds of them) but I want to create the ACL for the company which is set the same CustomerID as the customers belong to the same company (relation to companies should work this way as my understanding). When I select the cust...

Hello again, I've done couple of testings with ACL-s but I found that the 'CustomerID' ticket match properties is still not working. I was using OTRS 3.2.7 then I upgraded it to 3.2.9 as I saw in the release notes that you fixed the CustomerID ACL issues...but you don't. :( I managed to create other...

Hi, yes, I want to set the Dynamic field only to appear with special content if the there is a special customerID. e.g.: only to show Dynamic field dropdown 'Customer_dropdown1' if Customer ID = "Customer1" and only to show Dynamic field dropdown 'Customer_dropdown2' if Customer ID = "...

Hi Crythias, I tried to use the acl the following way (customer ID is the link with the company info and Customer_dropdown1 is the dynamic dropdown field to list with this customer): # ticket acl $Self->{TicketAcl}->{'ACL-Name-2'} = { # match properties Properties => { # current ticket match propert...

ok, I found it: http://doc.otrs.org/3.2/en/html/ch18s03.html I will have a look, thanks very much... Just a completely different question about dynamic fields: Criticaly and Impact are dynamic fields and at customer ticketzoom the infopanel is displaying them and I want to turn them off but I couldn...

thanks for the fast reply.
You mean using the customer permission groups?
But how can you assign a dyn. field to a permission group?

Hello, I am developing an OTRS system to our company and I encountered a little problem related to our customers. Our customers having sub-customers as well but we are not in contact with them just with our customers directly. However it is required to list the customer's customers when creating a t...