Znuny and ((OTRS)) Community Edition

OK. Thank you.

Chakr

Thanks for your feedback.

Is there a wey to add it?

Chakr

Hi, we created a Dynamic field with the following specification: - Field type:Dropdown - Object type:Customer We tried to a add to the agent ticket search (Frontend/Agent/View/TicketSearch) to make available as a search attribute and as a column on the CSV results. We did not succeed, it did'nt work...

Hello,

How can I add a link or a button into the ticket overview to take the ownership of a ticket?

Thx in advance.

Chakr

Hello,

Is it possible to show a date of the article or of the change instead of having the age of the article in the customer portal (in the overview and in detail of a ticket).

Thanks in advance.
Chakr

Hello, We would like to add html content on a new tab on customer portal. We want it to be accessed only by identified users and shouldn't be accessible for public. Do you know any way to do it? Should we integrate a special module? We tried Znuny4OTRS-ExternalURLJump but the content can be accessed...

Thanks a lot Crythias for your answers. The notification the customer got is the "Rejected follow up" wich is sent to the person who sent the e-mail (the agent - even if I set the filter to consider it as an internal note the notification is sent) and the customer who raised the ticket is ...

Not sure if I understood your answer. Or may I wasn't clear enough on what I asked for... I don't want the customer to see the e-mail sent by an agent from his email (not from OTRS) answering a ticket. I don't want him to see it on the customer portal and I want it to be considered as internal note ...

Hi,

We want to consider as internal notes replies on tickets from agent e-mails and specifics e-mail addresses.

How can we configure it? Is it possible to handle it with the filters?

Thx,
Chakroun

Yes but we want to have something like the documentation on otrs portal (portal.otrs.com). But we want it to have a sign on access to it.

So that we can have a special layout more flexible.

Hi, We want to improve customer self-service and make it more knowledge centered. For that, we want to implement a documentation center accessible from the portal (customer.pl) to have a Single Sign On access to the self-service. Is there any module or addon to handle it? Note : we want customers to...

I made some tests and the only option allowing to have the reopening possible from the portal by the customer is having "Follow up option" to "possible" on the queue config. But it doesn't answer my need.

Is any other way to do it?

For the queue I defined the "Follow up Option:" to "Reject". Because I don't want the ticket to be opened by email (if the customer send an email with "Thanks", I don't want the ticket to be opened) I just want the customer to reopen it if he really want to do it via th...

I don't see anything to add a note.

Here is a screenshot of the customer portal view.

But I don't want to have an e-mail sent reopening the ticket only if they connect to the portal they should open it.

That's why I defined 'rejected' for the FOLLOW UP OPTION assigned to the queue.

Here are the config for the queue.
Thx for your help...

Hei,

Thx for your feedback. Here how I did it, but it doesn't work.

Where is my mistake?

Thx.

Hi all,

I want to allow the customers to re-open closed ticket from the portal (customer.pl).

How can I do it?

I tried by changing the sys config and it allows to set the next status to open but the customer cannot define it for closed tickets.

Thx

Thx for your reply.

Thx for the answer. But I was talking about the tickets from another company.

Hi everybody, We want to change an e-mail sent by an Agent in reply to a ticket from customer external email to an internal note so that the customer cannot see it from the customer portal. Or remove from the ticket, we tried the split function but the e-mail stays on the ticket and a new ticket is ...

Bonjour,

Suite à une mauvaise manipulation, un agent a envoyé un email depuis sa boite pro sur otrs en réponse à un ticket, nous voudrions transformer cet e-mail client externe en note interne (non visible sur le portail client).

Est-ce possible ? Comment pourrions nous procéder ?

Hi all, We need to allow a customer to view another customer's tickets via the customer portal. Is it possible to do it? The only information we found about it was this one: http://doc.otrs.org/3.0/en/html/x2282.html#multi-customer-ids-db Did any one tried it? Is there another way (without changing ...