Znuny Open Source Ticketsystem

Indeed, got that working.
I created an email-Address, where OTRS can listen to mails, for this mail i set up the Filter to get my Ticket. And with the "FollowUp"-Option i can change specific values, exactly what i hoped to accomplish.

Thanks very much

Hello together, once again i am sitting on a problem with OTRS. Basically what i am trying to do is this: 1) An OTRS Agent creates a Ticket for a Problem. 2) Then he sends out an email via OTRS to a customer with a question about the ticket 3) Then the customer answers the E-Mail (from his local ema...

Works like a charm, thank you.

Thanks very much, thats sounds good, will try it as soon as possible

Hello together, i have a question regarding sending Emails from a perl module in OTRS. I am trying to send a mail with 2 attachements, one being a png-image and a pdf-document. I did a bit of research and also found one code-example in the OTRS-API. I got so far, that sending the email works just fi...

Hey, i have a quick question. Is it possible to create an agent-account from an existing customer? I can't find anyhing on my research so i assume it's not possible (yet), maybe some of you know different. I have a bunch of customer-accounts via LDAP and i have to create agent-accounts for a couple ...

Kannst du bitte posten, wie du das hinbekommen hast, ich bin aktuell an einer ähnlichen Lösung sehr interessiert

Son of a Bitch, Its finally working!!! It turns out the Error was in the "AgentKIXSidebarLinkedCIs.dtl"-file in the KIX-Directory. the initLinkedCICheckboxes-function couldn't be found, because the <script> and <dtl>-Tags where set wrong. They didn't actually cover the declaration of the f...

Hmm, interesting, i found something... The javascript console prints me among [15:22:37.755] "Working right here!" which is fine, at least this is working... also an error: [15:22:39.857] "[ERROR] JavaScriptError: initLinkedCICheckboxes is not defined" [15:22:39.858] "[STACK...

Which part exactly are you refering to? I have tried both ways, and neither of this codes has any effect at all: var text1 = document.getElementById('DynamicField_AccountNr'); text1.addEventListener( 'change', function() { if (text1.value === "1234") { // also tried ".innerHTML" ...

Hey, ja mittlerweile hab ich das Konzept noch etwas überdacht ^^
Hatte es auch in der englischen Area reingepostet und da auch schon einen ähnlichen Ansatz erklärt bekommen. Trotz allem, danke für die Antwort ^^

^^ Point taken. So i tried putting it in the AgentTicketEmail.dtl, near the end in a js_on_document_complete block. For the purpose of testing it, i wanted to show me an alert-box, but it has no response at all. Shall i try a diffrent part of the file? There are actually a couple of js_on_document_c...

Ahhhhh, allright, i found the field i want. Do i have to put the javascript-part into the .dtl or in a seperate file and load it somehow? ( If yes, can this be done via the Loaders in the Sysconfig? ) Is something like this gona do the job? var textToCheck = document.getElementById('DynamicField_Acc...

Hello guys, can anyone help me with a situation i am having? I am researching for a while now and can't really get to it ... :/ What i would like to know: Is there a way in the ticket-create-screen to check the value of a dynamic textfield via javascript?? I have a couple of dynamic fields in my tic...

Allright, thanks. I guess i can figure something out based on this.

I'll try to go ahead on my own for now, if anything arises i'll post again.
Anyway, thanks one last time for helping out here.

Allright, i did alter my concept a little bit with your help. But as long as i am on it, i do have one follow-up question regarding a problem i already mentioned: Is there a (more or less) "easy" way to populate a dynamic Dropdown-Field with 130 values (trying a diffrent approach, instead ...

Allright, so far thanks very much for all the advice.
I will have to take a better look at it tomorrow, and maybe rethink the concept a little bit.
If some follow-up questins arise, i will post them here. Thanks again for helping out.

The problem with the Dispatcher-Queue ist this: Technically this is only for customers, BUT Agents and Department-Heads can also send out this ticket. And in case i am a Department head, i dont need the ticket to go to approval, because i can do this myself. And the next step would be, the tickets g...

Nono, wait, dont get me wrong. I am planning only 2 Queues for the customers for this process. My idea was this: - When a customer sends out a ticket with this type (RfC:Approval), then this tickets can only go into the queue "Dispatcher" (limitted via ACL) - The 130 department-heads, all ...

Thought about that, but there is a "political" problem. In the long term this tickets will need to be "Approved" by department-heads. If i keep all of the tickets in the queue, every one of this about 130 people would have to check the queue every few days, and look for the ticke...

Hello everybody, i am currently trying to develop a custom module for the Generic Agent, but i could use some help with that. I am trying to accomplish: When a ticket is created by a customer it is saved in the queue "Dispatch". Then the GenAgent should move this ticket into the next queue...

Hey, so ich habe mich mal dran gesetzt und nach etwas Recherche zu Perl und vorhandenen Beispielen etwas zusammengeschrieben. Ist noch nicht fertig, aber ich bin auch Syntaxmäßig total unsicher, kann mir jemand helfen, ob die Zugriffe und alles so richtig sind? (Testen kann ich es noch nicht, weil i...

Hmm... ich hab es befürchtet. Schade, wäre auch zu einfach gewesen. Nun gut. Die interne Datenstruktur kenne ich noch gar nicht, von daher wären ein paar kurze Infos nicht schlecht. Also ich schreibe mir quasi mein Modul mit Perl, reicht dann ein einfaches Perl-Script, meinetwegen autoAssign.pm. Ode...

Hallo zusammen, langer Rede kurzer Sinn, ich bin ziemlich neu in OTRS, habe damit aber einen Workflow zu realisieren. Benutzt wird Version 3.3.4 mit ITSM und der KIX4OTRS-Erweiterung. Und zwar habe ich das Problem, dass ich Customer-Tickets direkt ihren Agenten zuweisen soll. Wenn jemand diese Frage...