Znuny Open Source Ticketsystem

Hello together, I´m missing the priority field in the Ticket Information widget. I don´t know exactly but I thing after the last update the field disappeared. http://picload.org/image/lwcawlr/ticketinfo.png Do you know why? How I can add the priority again? Within the SysConfig I found nothing. Via ...

Ahh okay, that makes sense. Thank you crythias. The next question would be how to turn off this permanent log entry? I've searched the SysConfig and the only useful entry was: http://picload.org/image/lwaclar/scheduler.png First of all, the value can´t be the right one because 600 sec are 10 minutes...

Hello together, I´ve updated my system to OTRS ITSM 3.3.8 in addition with KIX4OTRS 6.0.6 (win server 2003). Since the update the log-file is posting the following every 5 minutes: Scheduler Daemon status request! PID 9824 Scheduler Service status request! PID 9824 What is this about? The Scheduler ...

Hallo Zusammen, ich habe gestern auf OTRS ITSM 3.3.8 mit KIX4OTRS 6.0.6 geupdated (win server 2003). Seit dem spuckt mir alle 5 Minuten das Log-File folgende Einträge aus: Scheduler Daemon status request! PID 9824 Scheduler Service status request! PID 9824 Was hat es damit auf sich? Der Scheduler is...

Thank you, I will have a look at it.

Hello everybody, I would like to use multiple Groups within one LDAP for Agent authentication. At the moment we are using one entry: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'host'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=base1,DC=base2'; $Self->{'A...

Okay, maybe I should have been more concrete. I need help or a hint how to add a widget to this mask. Now, I know which file I need to edit. But I don´t know how to add such widget. For example I tried to copy&paste the Customer Information widget from AgentTicketZoom.dtl. Nothing happend. Sourc...

*push*

Some help or a hint would be wonderful

Yes, this should be static. Which template do you mean? CustomerTicketMessage.dtl?

Hello jojo,

thank you for the suggestion. Unfortunately, we can´t spend money for such a contract to use this add-on.

Hello together, I would like to know, if it is possible to add additional text to the customer ticket mask? Our customers need to set the incident impact when creating a ticket. Because of this reason I would like to add a short explanation, in which situation they have to choose which impact state....

Ahh too bad. Is there a way to set a dependency within the customer ticket, to recalculate the priority before submitting the ticket?

I got this now and deployed the ACL. But when I open the Create Customer Ticket mask and enter my values, the default priority still doesn´t change.

Ok, I never worked with ACL before, but this is a good reason to start with. After having a look into the manual, I wrote this example code: $Self->{TicketAcl}->{'setPrioTest'} = { # match properties Properties => { Ticket => { ITSMCriticality => ['2 medium'], ITSMImpact => ['1 low'] } }, # return p...

Okay, now I know what you mean. I would like to configure the incident prioritization as simple as possible for the customers and us, as support team. So I though, if they only need to set the impact of an incident (how many employees are affected) and the priority will change automatically, they do...

How can I match the customer view and my matrix?

Thank you for your answer crythias. I think I will uninstall KIX4OTRS. At the first glance a nice powerful extension, but if you need to customize several parts within the OTRS system, it is getting even more complex. But I will miss the wonderful ticket templates.

Ups, shame on me. I´m the only one who tested the move function so far. Thanks for the hint.

Hello everyone, I have the problem that the Criticality – Impact – Priority – Matrix doesn't work with the customer frontend. If I create a new Phone or Email Ticket and set the service and impact, the priority changes as defined within the matrix. If I do the same via the customer frontend the prio...

Hi everyone! At the moment, I´m customizing a skin. Except of one file, this works quite well so far. I have problems to adapt the JSTree which comes with KIX4OTRS. Although, I have adapted and added the KIX4OTRS.JSTree.css file to my skin directory, OTRS is loading the default CSS file (and only th...

Hi everybody! I have a problem with Move Ticket Notifications. Unfortunately, I´m the only user who doesnt receive move notifications, all other users in the appropriate queue get the notification. In User Preferences, I enabled all the notification and selected the appropriate queues under MyQueues...

Hallo Zusammen, ich habe ein Problem mit den Benachrichtigungen, wenn ein Ticket verschoben wurde. Und zwar erhalte nur ich keine Benachrichtigung, alle anderen User in der Queue, erhalten diese. In den User Einstellungen halbe ich die Notification aktiviert und unter MyQueues die entsprechende Queu...

Hallo Zusammen, ich bin gerade dabei, einen Custom Skin anzupassen. Das funktioniert so weit auch ganz gut, nur das ich mit einer Datei Probleme habe. Obwohl die KIX4OTRS.JSTree.css in meinem Skin Verzeichnis angepasst enthalten ist, lädt er die CSS aus dem default Skin. Nur diese eine Datei. Nun kö...

Hallo Zusammen, erst einmal ein Hallo in die Runde :) Ich bin neu hier und habe ein paar Fragen bzgl. OTRS. Ich habe ein grundlegendes Problem mit der Ticket Priorisierung der Customer Tickets. Mein Wunsch ist es, dass der Kunde den Impact und Criticality selbst angibt und sich daraus die Priorität ...