Znuny Open Source Ticketsystem

I have to make visible selected attachments in articles to another application. Certainly the agent can download them and save on his computer and then upload to the other application but it is a tedious work.
Other ideas I had:
1- use the download link and let the other application to download the ...

DashBoardTicketGeneric.pm was deeply changed in OTRS 4 and now the solution I proposed is broken. I'm looking to fix it myself but any help is welcome.

I add an additional note which is obvious for Otrs expert users but may be useful for novice.

In the mail account management page I launched a Run now command. An e-mail with attachment was downloaded from the pop3 server.
In the file system it is owned by www-data:www-data and its attachment is ...

Perhaps this question is more linux related, anyway I hope to find help here.
I enabled ArticleStorageFS.
From the admin manual:
Your web server user should be the 'otrs' user
I read somewhere else there is a security risk to execute apache2 with a different user than www-data (I'm under Ubuntu ...

In the latest admin manual there is nothing about minor upgrade (when only the last number increments).
Can I refer to the 3.3 admin manual where I can find a list of steps to follow for minor upgrades ?

I'm not very skilled with Linux, so the installation of Otrs 4.0.1 from sources took me lots of ...

You need to set "ForeignDB" in the Param section

I apologize, reading my previous discussion I thought that parameter was useless.
My issue is resolved, anyway I think the documentation can be improved, so other people don't fall in my same mistake.
In fact inside OTRS 4 - Admin Manual ForeignDB ...

Here is what I added to my config.pm file.
Anyway according to me it is useless to check my configuration, it is correct.
My Customer User table, which in reality is the Mysql view 'Persone', doesn't have create_time, create_by, change_time, change_by .
They are 'optional' so OTRS should work well ...

I had lots of problems
configuring an External backend in Otrs 3.3.7 , then I discovered it was due to a bug, resolved in 3.3.8.
Last week I installed Otrs 4.0.1 from scratch and I tried to configure again an External backend for the customer table.
When I request the customer list it is not empty ...

Spent two days trying to learn a bit of Perl and watching Otrs .pm files.
I also read Show customer data in the Dashboard
At the end I have this dirty solution to share:

1) open DashBoardTicketGeneric.pm of OTRS 3.3.8

2) locate
$Self->{CustomerUserObject} = Kernel::System::CustomerUser->new ...

setecastronomy wrote: Do I have to enable them via SysConfig ?

I found the configuration parameters in Ticket -> Frontend::Agent::Ticket::ViewNote
Their default value is NO, so they are disabled and not shown.

A note can do all you request.
Sorry, but I don't understand.
If I click on the link of what I think is my language translation for note I can add some text to a ticket but in the dialog form
I don't have html selects to change state, queue, ticket type. Do I have to enable them via SysConfig ...

Can't customize... What do you want to accomplish?
A note can do all you request.

I would like to simplify the job for agents and give them a single button or link for executing some tasks together.
This can make sense if most of the time the agent has to change queue, ticket type, ticket state ...

In the ticket zoom view there is a menu whose voices are entries in the Ticket -> Frontend::Agent::Ticket::MenuModule.
Focusing on email tickets each article has its own action menu with Forward, Split, Print, etc. I cannot find any way to customize this action menu. I searched on Internet but ...

In the agent dashboard I can choose which columns to show (for example in the open ticket panel). I have the possibility to add CustomerID, which has the meaning of Company ID and it can be related to a company in the customer_company . That company has a name which can be easier to read. Is there a ...

Sto muovendo i primi passi con OTRS ma la curva di apprendimento è più ripida del previsto.
Oltre al manuale dell'amministratore vi sono altri tutorial e guide che in modo coinciso presentino e spieghino casi d'uso reale ?

Come esercizio per prendere confidenza con OTRS ho implementato il book ...

I apologize because my question was not clear.
When I wrote The tutorial says to create queues and users but doesn't explain how... I was simply introducing the last part of my question.
I would need richer details about the configuration of user Manger and Employee and queues (Are they Customer ...

In the administrator guide there is a detailed process example: it is almost a step by step guide on how to configure the book order process.
Unfortunately it lacks some information for newbie. The tutorial says to create queues and users but doesn't explain how...
I cannot figure out if the users ...

Per quanto riguarda il primo problema esposto è stato risolto in OTRS 3.3.8. E' ora possibile ottenere la lista dei customer anche se la tabella legacy non ha i campi create_time e change_time.

I have just moved to OTRS 3.3.8 and now create_time and change_time are no longer needed to list the customers.

If you want to add CustomerUsers, the table needs those columns (IMHO this is a bug).

It is still true. Here is the error message I got after trying to add a customer:
SQL: 'INSERT ...

It is a bit sad when you find a bug during one of the first evaluation tests.
You really wonder if it worth to go further or it is better change software...Don't know...
At least the OTRS team has proven to be responsive...

Yes this is possible (at least as Readonly).

How can I do ?

At the moment I'm making tests, so what I called a 'legacy table' is in reality a test table. In the configuration mapping I wrote I don't have create_time and change_time . Anyway if they are fields in the table I get a list of ...

The main question is:
can I use a legacy table as customer user table if it doesn't have create_time and change_time fields ?

From the documentation it is possible, but other people and I were not successful.

Thanks
Filippo

I'm new to OTRS and I'm making some tests with release 3.3.7.
This question is the translation of the one I posted in the italian board, where I didn't get any answer. If this is not compatible with the forum policy please forgive me, I don't have any idea where is the best place to seek help.

In ...

Sto muovendo i primi passi con OTRS 3.3.7 e facendo alcuni esperimenti sul capitolo 5 "Using external backends".
Ho incontrato dei problemi simili a quelli descritti qui .
In definitiva non riesco a trovare il modo di utilizzare una mia tabella clienti se questa non ha i campi create_time e change ...

I'm completely new to help desk systems and I'm evaluating OTRS.
As all beginners I have lots of questions and most of them are very low level, but considering the name of the room (Help) I should be in the right place.

First of all can I remove the OTRS logo without any copyright infringement ...

I try to refine my question.
In Thunderbird mail client in the smtp server configuration dialog I can choose the following authentication methods:
1- No authentication
2 - Clear password on non ssl connection (free translation from my language)
3- Cypher password
4- Kerberos
5- Ntlm

I can send ...

Nobody has any idea on this topic ?

Looking at the sniffer the OTRS server send a message to the smtp server telling Auth Digest-Md5 or something similar.
That type of authentication is not supported on the smtp server, although it is not safe it wants clear credentials.

Thanks for helping
Filippo

I configured smtp throught Core:sendmail but it doesn't work. The credentials are correct but I have no way to specify the smtp authentication method.
The smtp server I use wants "plain authentication": according to some posts I found on internet it would be otrs default method. Unfortunately using ...