Znuny Open Source Ticketsystem

This has probably been asked a hundred times before, I still didn't find a fast answer: With the default (short) ticket listing of a queue it's very hard to see the CURRENT sate of the communication. E.g. when has the last reply been posted to this ticket and who has sent it. Of course I can see the...

Yes, that's it! HERO

Hi, how would I let OTRS send an automatic email with a given templaet to let the user know his ticket was finally closed after the autoclose time was reached? E.g. 1) Ticket is anwsered and autoclose is set to xy (manually done by the agent) 2) Ticket is automatically closed after xy -> now OTRS sh...

We can not do that for all tickets, since the text I have in mind is to long and will confuse the receipent, if it is part of every anwser. Create a custom response with the information. I am not sure if I really understand (as said before, I am rather new to OTRS). If "custom response" m...

Dynamic Fields are per ticket (or article) and need to be applied to the ticket but aren't automatically, so that's out. Ok, that's what I thought in the first place, after my tests with dynamic fields haven't been successfull. Isn't there any general namespace where I can define a variable in, or ...

wurzel wrote:Hi,

yes, put the value in a dynamic field and make a <OTRS_DynamicField_Value_...> or whatever.
Works fine.

Florian

Can you please explain what exactly you did to achieve the desired behaviour?

Thanks
ndis

I did try dynamic fields without success. Since I am new to OTRS, I am probably doing something absolutely wrong. I did create two test fields in "Administration -> DynamicFields". One for "Articel" named "Test2" and one for "Ticket" named "Test". Bo...

Thanks Christoph. We'd rather not hard code anything for various reasons. Regarding your first suggestion, I am not sure if I did not explain our situation properly, or if I do not understand your approach. We want to add predefined (html) text to templates. So when answering to a ticket and using a...

Thanks Crythias. The second option (attaching the PDF) is a nightmare, since it requires to many steps to do so, so the first option is what we do right now. Since the mail client within our ERP does not support to change the "reply-to" address, we have to use a feature of our ERP not to s...

Hi, we do often have a situation like described below: - customer sends inquiry to an email address assigned to an OTRS queue - ticket is generated automatically - our presales staff answers, there are more questions and follow-ups within OTRS - finally everything is sorted out and we have to send a...

Hi, is it possible to define something like a variable holding html text to be used in templates? (We'd like to have a central place where we can add constantly changing important information to templates as a kind of footer. E.g. "<b>Important:</b> security bug in Version 1.1, please update to...