Znuny Open Source Ticketsystem

Hello Crythias, according to OTRS parameters, Criticality is linked to service (see service configuration). Therefore, from our ITIL understanding, user must selecte impact in ticket, for ticket priority calculation. (see Admin / Criticality <-> Impact <-> Priority menu) Therefore, even if user impa...

Thank you crythias for this answer, i will talk with my manager.

hi,
i'm a begginer in otrs and my manager asked me to change some configurations.
he wants me to modify the customer ticket view.

how to add the impact field in CustomerTicketMessage ?

thank you very much for your help.

hi, I am trying to develop the ticket creation page for customer. (CustomerTicketMessage.dtl) I added the field impact in my page. I would like when the client changes the impact that the priority is recalculated and the criticality of services concidered. Someone could help me to establish and deve...

I am a student in computing, I need to customize the otrs page (Customer Ticket Message), I've made ​​changes but I need to add the "Impact". Users can change the impact but can't modified the priority. I add the TicketFreeText14 field (Impact) in the config admin (Dynamic Fields) and I ac...

Thanks crythias,
i don't have the error anymore, but the field impact still not displayed in my ticket
you have any idea how i could do ?

hi, I am trying to develop the ticket creation page for customer. (CustomerTicketMessage.dtl) i would like to insert the DynamicField impact(TicketFreeText14) in the ticket. i retrieved the source code in AgentTicketEmail.dtl SOURCE CODE : # show the impact <!-- dtl:block:DynamicField_TicketFreeText...

We remove the optien for the customer to chose queue. So nothing we can do here.

Well yes in theory, but they're not "customers" in the real sens, just users. We are a company that has its own helpdesk.
So yes they have access to more than a hundred services ,and that without the business services.

hi, I'm trying to develop the ticket creation page for customer. I currently have a bit more than a hundrerd services (and more will be added). So as you can imagine we can't let the customer chose over 200 services, we need to make some kind of first selection. What we would like is for the custome...