Znuny Open Source Ticketsystem

Having an issue where customers replying to emails sent from otrs will create new tickets in the system instead of logging the email as a follow up to an existing open ticket. seems to happen regardless of what's inside the email subject?

ok i found the information in the table called "dynamic_field_value" and is using the object ID colum to link the info to each ticket.

in case anyone else is looking for this info

Good Day, i'd like to find where dynamic field data is stored for each individual ticket. i need this for reporting purposes. looking at the otrs database schema i can see a table for dynamic_field and dynamic_field value but which of these actually links the information to each specific ticket. i d...

i restored all the the files mentioned in steps 4.1, went through it again just to make sure i didn't miss anything.

still no dice

After attempting an upgrade apache brings up an internal server error while tring to access the login screen this is what i've seen in the apache error log [Wed Jul 15 10:57:49 2015] [error] lookup of 'Apache2::Reload::handler' failed [Wed Jul 15 10:57:49 2015] [error] [client 180.76.15.19] Can't lo...

I've made an acl to make sure users can't assign tickets to a particular agent. this acl seems to work fine creating a new phone ticket however when doing bulk actions on multiple tickets in the ticket queue view screen the agent seems to reappear under the ticket owner field again do acl's no apply...

obviously... any other way?

Is there any easy way to remove the version update message at the top of the screen?

An update for your OTRS Business Solution™ is available! Please update at your earliest!

any help would be appreciated

that can't be right there are only two settings list in the GenericAgent.pm GenericAgent job that sends escalation notifications and GenericAgent job that triggers escalation forewarn and escalation start events as stated earlier i've tried disabling these two setting and it disables ALL notificati...

that can't be right there are only two settings list in the GenericAgent.pm GenericAgent job that sends escalation notifications and GenericAgent job that triggers escalation forewarn and escalation start events as stated earlier i've tried disabling these two setting and it disables ALL notificatio...

Specifically i want to disable the notifications that send before a ticket escalates as we have our own custom under the admin panel there is a section called Agent Notifications These are the two notifications i want to disable: Agent::Escalation Agent::EscalationNotifyBefore There doesn't seem to ...

Thanks guys, didn't realise it could be done through the sysconfig. generally try to avoid messing with the tt files if possible

I want to disable the default ticket notifications that otrs does without disabling out customs ones.
i've tried disabling them from GenericAgent.pm but it ends up disabling all the ticket notifications including our custom ones.

anyway to choose which ticket notifications get sent specifically?

I'd like to change the text om the buttons of the ticket zoom screen. i couldn't see where the text for the buttons was being generated from in the tt files. if anyone could could point me in the right direction, any help would be appreciated. i've attached a screenshot of the buttons in case you're...

Ok how do i go about adding a new service preference?

I've created a new field in the orts database 'service' table in mysql that field is called "owner". i'd like to display this field for each service in the front end. for test purposes i called the owner of the service 'Bob'. i edited the tt files AgentITSMService and AgentITSMServiceZoom ...