Znuny and ((OTRS)) Community Edition

I had both these questions as I was testing the upgrade to v6. The answer to the second question (Exchange calendar sync) doesn't surprise me. I've done some very minor digging around and it looks like the avatar image was written to be extensible... so somebody just needs to write the code to have ...

I did this quite some time ago... I believe must of my steps above still apply, except the file is now Kernel/Output/HTML/Templates/Standard/CustomerTicketMessage.tt I just looked and I have the following at the very bottom of CustomerTicketMessage.tt : <script type="text/javascript"> docu...

I did do that, too . I thought I had included that in my post, but apparently not.

I should have waited 5 more minutes to post this!! I found the solution, though it may not be the solution for anybody else. I had a redirect set up in Apache to send any request for http://helpdesk.domain.local to https://helpdesk.domain.local. To fix this issue, I changed my rewrite rule from Rewr...

I seem to have an issue when I click on a link to a ticket, it doesn't work like I'd expect. I get a funny looking error about a missing Perl Module: Module Kernel/Modules/AgentTicketZoomTicketID4821.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/local/lib/perl5 /usr/loca...

So basically just create a new ticket for the reminder? That would have the side-effect of also leaving the old ticket in the 'Open Tickets / Need to be Answered' section. Once nice thing about the pending state is that it hides the ticket from those main views until the reminder date comes up.

Currently I have two distinct use cases for the 'pending reminder' state. I've asked the customer a question and am awaiting a response. I've performed an action and am waiting for a certain amount of time to pass before the next step can be performed In case #1, I'll reply to the customer using the...

Hello StarDestroyer, There might be a problem with current PHP-versions. PHP Parse error: syntax error, unexpected 'and' (T_LOGICAL_AND) in /var/www/html/userphoto/photo.php on line 11 I'm really not sure why you'd be getting that error. I looked over the code and it seems to be the exact same as w...

I was going to reply to this and suggest you modify Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl in order to simply not render the "From" information. But as I was looking at that, I see that the real issue for you is that when you do a "Reply", OTRS makes the article be fr...

Obviously it's logging in correctly. And it's reading the message correctly. I haven't looked at the code, but I'm pretty sure the next step is that it deletes the message from the mailbox. That must be where the hang-up is because it's obviously not deleting the message (it's still in the mailbox a...

This is really a function of the webserver, not OTRS. The only time the app needs to get involved in SSL is if you want authentication to be done over https and everything else over http. If you want everything ever https, just tell the webserver that. I'm running OTRS installed from an RPM package ...

Active Directory has the ability to hold a JPEG image for each user in the thumbnailPhoto attribute for that user's object. This is the attribute that Outlook 2010 and above uses to display the user's picture. It can also be used by other software such as Lync and SharePoint. With a little bit of se...

Somehow I missed the 'not' in the sentence 'who are offsite and not connected by vpn to the office'. It should still be possible, but you need to beware the security implications. You are allowing traffic from the Internet to pass through your firewall. Also, if you use http instead of https, all in...

If your agents are VPN'd in, it should work just fine. I was logged into OTRS across the VPN from my phone just last night.

Does anybody out there have an information on the iPhone app? I also have a similar question about DS Helpdesk on Android.

Looks to me like you want Dynamic Fields...

http://doc.otrs.org/3.1/en/html/dynamicfields.html

Depending on your mail server settings, you can give the agent access to move messages into the helpdesk mailbox rather than forward them. For example, if you're running Exchange 2010, you can give your IT User(s) full access to the helpdesk mailbox. (In the Exchange Management Console, right click ...

This seems to be slightly different in OTRS v3.2... Here's what I did: Go to Admin -> Dynamic Fields and create a new "Ticket" field of the "text" type (I called mine "ipaddr"). Go to Admin -> SysConfig and select "Ticket" from the dropdown. Load the "Fro...

I solved this by copying Footer.dtl and CustomerFooter.dtl from Kernel/Output/HTML/Standard/ to Custom/Kernel/Output/HTML/Standard/. I then edited them to add a link to the other inteface (<a href="/otrs/customer.pl">Customer Interface</a> in Footer.dtl and vice versa).

I'm looking to use the iPhone app but am concerned about storing my credentials on the phone. I use LDAP authentication in my setup which is nice because my OTRS password is my system password (eg, not another password to remember). Unfortunately, this means that my OTRS password is my system passwo...