Znuny and ((OTRS)) Community Edition

Hello all, We have enabled 'Queue' field in AgentTicketPriority but it does not display the current value populatedm instead its just blank. I am hoping there is a quick fix to show the current value for this field in popup. Ticket::Frontend::AgentTicketPriority###Queue = Enabled Other fields enable...

Thanks Renee we did isolate it down to QuickOwnerChange module

I also noted you committed new revision of MyTicketsDashlet on github, will it be available soon?

Great work, you addons do wonders!

Hello OTRSers, We have just upgrade to OTRS 6.0.4. and are now seeing below error coming in logs continually. No functionality appears to be impacted. [Error][Kernel::Output::HTML::Layout::Print][Line:1662]: Can't locate Kernel/Output/HTML/FilterContent/OwnerChangeTicketViewJS.pm in @INC (@INC conta...

Hello Community, I see many threads on similar topic but I am just unable to get both LDAP (agents) and local DB (customers) login authentication working together. Previously out customers did not login to OTRS so we did not require this. My current Config.pm is below, please can someone help! # -- ...

This module is very useful, however my Perl knowledge is non-existent. I would like to add a new hook for highlighting tickets based on ticket status.

Can anyone assist with instruction/code on how to do this.

Thank you.

Thank you so much for help.

Had done everything on your list except restart apache.

Restarting apache has fixed the issue.

When using OTRS 50% time page returns Error 500 - Internal Error page. apache error log shows> [Wed Jul 15 13:43:45 2015] [error] Attempt to reload /opt/otrs/Kernel/Config/Files/ZZZACL.pm aborted.\nCompilation failed in require at /opt/otrs//Kernel/Config/Defaults.pm line 2033.\n [Wed Jul 15 13:43:4...

The change was to an existing ACL rule, after deleting ZZZACL.pm then using GUI function 'deploy ACLs' recreates ZZZACL.pm file. However something is still broken, current ZZZACL.pm code which breaks OTRS: # OTRS config file (automatically generated) # VERSION:1.1 package Kernel::Config::Files::ZZZA...

Hello all,

I manually changed ZZZACL.pm now when I 'deploy ACLs' from OTRS GUI it breaks OTRS returning 'Internal error' to 50% of pages.

If I delete ZZZACL.pm then OTRS works but I have lost my ACLs.

Can anyone advise a fix to allow me to redeploy ACLs in this situation.

Thank you, Ben

Hello all,

We have a ticket type *TBD* we use to classify issues where the type is not yet known, I need to restrict that the ticket cannot be type *TBD* when solved. Can any one advise on the best way to achieve this.

Thank you.

Hello all, When an agent emails a ticket response (i know this is not best practice but is required out of hours sometimes) the queue auto-response sends a auto follow-up response message. The problem is that the customer is also cc'd in the auto follow-up response message, we do not want customer t...

Hello, I am trying to customize the Change zoom view in ITSM Change Management module, by removing 'Planned start' and 'Planned finished' dates from the Change Information pane on right hand side. Cannot find option to customize menu items in sysconfig for Change Zoom. There is only an option to add...

Greetings all, I am trying to record details from LDAP for customer users in a dynamic field but it refuses to populate with data from LDAP. I have enabled DynamicFieldFromCustomerUser::Mapping and Ticket::EventModulePost###930-DynamicFieldFromCustomerUser. The DynamicField is setup and added in Fre...

Hello, Does anybody have a sql query for calculating SLA ticket closure time they would be willing to share, I could use as a template. I want to take ticket solution time (ticket.create_time - ticket.change_time) and subtract time period ticket is in certain states. I am using a vanilla install of ...

Happy new year to all. I am seeing a lot of the follow error message: Can't create PID PostMasterMailbox, because it's already running! This occurred in OTRS 3.3.7 and also after upgrade to OTRS 4.0.2. Google has not helped resolving this one, the process appears to be hanging. ps -ef | grep PostMas...

Thank you Liwh, that was setting I needed.

As i had Ticket::Frontend::NeedAccountedTime enabled it still made article creation mandatory, the only way around it was to disable NeedAccountedTime.

OTRS4 release notes state: "To see only relevant articles displayed in the ticket and to speed up ticket actions such as submitting a note or changing the ticket owner, you can now configure whether an article should be created or not and when an action is performed within a ticket action scree...

Hello OTRS community, I have fresh install of OTRS 3.3 on RHEL6.5, OTRS3.3 runs fine with no issues. However after following upgrade path to OTRS4 Beta4 the httpd service refuses to start. Error log shows: [Wed Oct 29 03:40:31 2014] [error] Can't load Perl module Apache2::Reload for server ip-172-31...

Hello, I am trying to find the simplest way to record a custom event in ticket_history table. The scenario is when an agent escalates a ticket to the next support level this should populate ticket_history with a unique id type for 'escalation' which can then be used for performance reporting. Ideall...

The solution was that templates need to be added to new types for the dropdown to become available.

Hello,

OTRS 4 Beta 3 states - agents can now make use of templates in all screens with internal notes.

Does anyone know how to enable this feature, the 'Text Template' dropbox does not appear for me?

I want to create a new menu button called 'Escalation' in the ticket zoom menu screen. I have added the button in Ticket.xml and it renders correctly, but I need to customize the fields available, to show fields for: - New owner - Next state - Note Can anyone point me to where this should be configu...

I am trying to accomplish similar to OP, a custom menu item and be able to configure which items appear (Priority, Owner, Note, etc) I've created the custom menu item in ticket zoom menu copying settings for FreeText button in Ticket.xml, but I wish to have unique control of field selection as in > ...

Hello,

I have a dashboard widget created from a Statistic, I want to change the graph colors as too many greens.

Cannot locate where colors are defined, can anyone point me to where configured.

I have a closed state setup:

State: Closed
StateType: closed

The ticket should move from pending auto to Closed state.

I am still facing the original error, presume my config is wrong but cannot isolate where.

Thanks for quick response.

I have setup a pending auto state which should close tickets automatically after 3 days. Things look correct in SysConfig but when I run otrs.PendingJobs.pl I get following error: ERROR: No Ticket::StateAfterPending found for 'Closed' in Kernel/Config.pm! Config is: Core::Ticket::StateAfterPending K...