Znuny Open Source Ticketsystem

Hello, I am trying to figure out a workaround without having to develop a module but I am not sure if it is possible out of the box. We have two SLA's; our normal 8 hour SLA and a 24/7 SLA. If the customer that emailed us belongs to our 8 hour SLA and e-mails outside our normal hours, I would like t...

Anyone?

Hello, is there a way to remove the previous email's response from the response template? For example, if I am responding to an email, OTRS adds the previous email in the bottom of the message. I need to remove this functionality only for certain queues. I know you can remove the $QData{"Body&q...

Hello, Is there a way to authenticate agents with an external database (not ldap)? Something like: $Self->{'AuthModule::DB::CryptType'} = 'plain'; $Self->{'AuthModule'} = 'Kernel::System::CustomerAuth::DB'; $Self->{'AuthModule::DB::Table'} = 'users'; $Self->{'AuthModule::DB:DSN'} = 'DBI:mysql:databa...

In case this helps anyone I finally resolved the issue. The CustomerCompanyKey was set to the field 'id'. In our backend database the 'id' field is a GUID. Apparently otrs doesn't like this; perhaps it detects a guid/hash type in the code somewhere and ends up trying to do something rather then read...

Ok, I realized I was using the CustomerUser config section instead of the CustomerCompany section. Now that I correctly added the parameters I am able to see a list of all the Customers from the backend database. I now have a new issue. When clicking the customer an error is generated and I am unabl...

Hello, new user to OTRS. I'm trying to configure a secondary CustomerCompany backend. I added to Config.pm: $Self->{CustomerCompany2} = { Name => 'SugarCRMAccounts', Module => 'Kernel::System::CustomerCompany::DB', Params => {# ---------------------------------------------------- # # needed system s...