Znuny Open Source Ticketsystem

I updated from 4 to 5.01 and had several problems... the most prevalent being the customer.pl gui does not have the service type of the ticket showing any more, its just not there. SO i figured i would upgrade to 5.0.2. However following the same procedure going from 4 to 5 spews out many errors ...

Hello, after the upgrade i noticed that the fields Service and Ticket Type are no longer there for selection??

In sysconfig they are still checked and mandatory for Service.
I tried to disable and enable again, but no go..

What should I be checking?

Thanks..

Ok, thanks.... I guess each person involved in the conversation has to reply all rather than just reply. Many people don’t do that, that’s why i was asking if it can be done automatically via the ticket system, so if the end user gets a reply back form otrs, he does not have to click reply all to ...

Thanks for prompt reply, however, i am not sure i understand, sorry....

In some test tickets that i have setup, the only selection in the agent view, is reply there is no option for reply all.

Rob Morin
Montreal, Canada

Hello all...

I would like to know if i can add a third party to an existing ticket flow? Meaning when i reply to a ticket and i add a person(new subscriber to the ticket) in the CC can this person/email be included in any further updates and email conversations automatically without have to replay ...

Hey thunter28, how did you accomplish what you wanted, as I would like to do the same...

Thanks..

lol, Thanks!!! Silly me!

Ok, but a ticket comes into our raw or incoming queue, a dispatcher then goes and checks what tickets came in, and then we want to assign a service to that ticket it could be one of 20 different services. How would your method work?

Thanks

Hello all...

Can i assign a service to a tick that was emailed into OTRS?
Are there any links or docs that someone can point me towards?

I know one can pick a service when using the web to create a ticket, but what about when its emailed in, as we are to use that much more than the web gui ...