Znuny Open Source Ticketsystem

Hi,

I was wondering if somebody knows where to find the file that defines the formula calculation for the priority of a ticket. My idea is to change that formula if a ticket is an Incident.

Thanks in advance,
César

crythias, thanks a lot for your support. As I've said, my scenario is not that much complex and I know there are others OTRS users that are trying to implement something like this. Anyway, I still will look forward to find any solution for me and my working scenario.

Cheers,
César

Ok, but what not makes sense? 1 customer user, 4 customer companies, that's the scenario. Maybe, a possible workaround is to make the fields username and email not unique. You know how could I do that?

crythias, first of all, thank you for the support. I understand your point. In my mind, what you said makes perfect sense. So, in one hand, my web browsers (Chrome and Firefox) have that capability too. On the other hand, I have one customer user with multiple customer companies. To be very concrete...

Hi everyone, So, I'm trying to add a new customer user to my OTRS deployment. The problem is that customer user has 4 different companies and, consequently, 4 different customerIDs and, at least, 2 different emails accounts. So, for me, it make sense add 4 customer users with the same firstname, las...

Right, not the best example. Well, let's take a look to the CustomerID field. If I have a customer user that relates to multiple customers companies, how should I configure OTRS to do the mapping in the new ticket sreen?

Best regards,
César

Hi guys! It is possible to turn a radio button into a dropdown menu in the Agent Frontend? For example, if I want to turn the CustomerUser field in the New Phone Ticket screen into a dropdown menu, how should I proceed? Or in the same screen, using a Dropdown menu to choose the CustomerID, since I h...

Hi everyone! Well, I'm using the OTRS Appliance 4.0 and, until now, I'm doing good. But, I've faced a problem that I'm being unable to solve. So, I'm trying to install a MTA package through command line, but the OTRS appliance does not provide any C compiler to build some dependencies that I need. I...

Hi guys! My question is purely theoretical. So, what is the point of criticality and services are intrinsically connected? I can't understand this behaviour, even after reading ITIL and ITSM pappers. In my point of view and in my work reality, when I open a new ticket, this ticket can be a new servi...

@reneeb: It worked like a charm!

Thanks a lot!

Hi guys, I'm a newbie with OTRS, but, until now, I've managed to customize everything I need to deploy OTRS 4.0 in my company. However, in the last few days I've faced a problem that is driving me nuts. So, I translate almost everything that I need in the pt_Custom.pm, but unfortunately I can't chan...