Znuny Open Source Ticketsystem

Hello,
in our company we have been using OTRS for several years. A long time ago we have been using feature of it that basically brought in front each escalated ticket and agents were unable to do anything else till the ticket got updated or locked. Now we would like to enable this again. I found ...

Hello,
we are generating tickets utilizing soap and we would like automatically set watcher for certain type of tickets on designated agents. I looked
around and found this reference in API manual:
TicketWatchSubscribe()

to subscribe a ticket to watch it

my $Success = $TicketObject ...

Hello,
I just freshly installed OTRS4 for client on Centos 6.5 with MSSQL. I managed to get database connection working, but for some reason that I cant figure out I am unable to get Scheduler running. I can start Cron fine, but when I try to run otrs.Scheduler.pl -a start or otrs.Scheduler.pl -a ...

So after some searching I found that adding minlength="number of chraracters" to textarea do the trick.

Hi,
I am wondering if there is a way to require certain minimum number of characters in text area when adding note or closing ticket. I know OTRS checks if the field is empty, but I dont know where I can alter conditions of this check.

Well, reason why I need to show mobile number directly in customer info center, is fact that we are sending SMS to our customers with ticket number as their reference. Problem is that our contact records often contain multiple customers with several e-mail aliases, but not all of the contains mobile ...

I saw those links before, but I still dont understand how they relate to my case.

Here is my map from config.pm:
Map => [

# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target, link class(es ...

I am not sure if we understand each other. I already have mobile number stored on customers in field UserMobile/Mobile. All I need to do is to add new column to table in Customer Information Center that will display data from this column. So I am not sure why I need to map new field, because field ...

I already copied CustomerUser part of code to config.pm. But when I add and then add to AgentDashboardCustormerUserList I end up with empty cell. Any idea what I am doing wrong?

Hi crythias,
where in SysConfig can I find the map?

Hi,
in the past I edited few times our Customer Information Center so I am familiar with basics on how to edit it. Right now I need to create new column in the table that should display mobile phone number of the customers, but I am unable to figure out how to query this data from SQL. I tried ...

Thanks for advice. After rereading your post I realized what you mean and after trying to put html code to short decription it worked.

Hi,
our company would like to use process management and so I wen ahead and created process based on out needs. After this I got question from colleague if it is possible to somehow in forms have together certain fields in groups and optically separate them. My first guess is that this could be ...

Ok so after some extended searching I found that right file to modify is LinkObjectTicket.pm
From there just define new item column and block data.

Hi,
I am trying to add new column to linked tickets table that is displayed in agent ticket zoom. I managed to identify that table is created by Layoutlinkobject.pm. What I would like to add is last date of change in linked tickets. I copied column Linked as to create new column, but I am sort of ...

Well figured it out on dropdown by creating new empty value manually a set it to default, because for some reason it was not accepting the one automatically crated by OTRS.

Now I want to do sort of a same thing but this time the dynamic field will be in date format. Is there way to tell ACL to ...

Hi,
I am trying to set up ACL that would be blocking option to close the ticket if certain dynamic dropdown field has no vale chosen, but I cant figure out what should I put into ACL match. Any advice how to achieve this?

bump

Any idea where might be a problem?

Hi,
today I tried to create forward template and to my surprise I found that I am unable to get it working without enabled rich text editor. Without enabling it all I get is only original text with something like this:
Your Ticket-Team

brano Brna

--
Super Support - Waterford Business Park
5201 ...

Sorry for reopen.

Ok so OTRS4 supports it out of the box, is there any way I can get it to work for otrs 3.3.7 by coping files/adding lines? Or is it built in the core of new version?

Hi,
I am trying to implement a change managment for our internal needs and so far I was able to get it working the way we need. Only big problem for us seem to be that there (as far as I can understand) are no options for adding articles (for example notes/emails) to the workorder or change itself ...

jojo wrote:this requires development for such an transition action

could you please elaborate a bit on how to do it? We need exactly this functionality and I can code a bit.

Hi,
I need to send e-mail notification based on creation of new ticket for 50 different CustomerIDs. Since I will be sending all these notification only to one same e-mail address I would like to ask if there is a way to handle all CutomerIDs in one event (to use some kind of separator for ...