Znuny Open Source Ticketsystem

I think department is not necessary. You can assign customer user to group (queue assigned to group one by one) and assign agent to the same group, so the responsible agent will get new ticket by default to his group. If Service responsible will create new ticket from customer, responsible agent wil...

If I understood you correctly, you want to have relation: Queue -> Dynamicfield. If so, you should create Dynamic Field and ACL, as shown in attachments. Don't forget to Deploy ACL at the end.

OK. It is getting interesting. Where possible values should be stored? Separate table or dynamic field?

Can you please describe this answer to me more in depth.

Maybe you can help GenericAgent. You should filter for new tickets, and tickets without SLA update to SLA5.

There can be two solutions: 1. In Frontend::Agent::Ticket::ViewPhoneNew you can add a dynamic field "Checkbox" with the name "Dont send email to customer". Then go to ticket notification module and look for filter tab. Now notification will work only for unchecked tickets. Yes, y...

I am not sure if i understood your wish correctly, but my solution is the following:

In Ticket Notification Management chose necessary events, don't forget to chose ticket Filter for particular customer, and then insert email address into "Additional recipient email addresses:"

In this case you will need to create ACL for each customer.

Hello to everybody, Problem: We have about 1000 customers. Each customer has several (from 10 to 300) offices in different locations. I want to have statistics for each address. One of idea is customer can write address (where ticket appeared) in dynamic field (textfield). But the problem is each ti...

Thanks for your support. Maybe i will try to configure otrs 3.x with customer<>SLA add-on.

I like your solution to use Generic Agent. I will try how it works. Regarding branch offices: First of all i should mention to you, the company i work for mostly provides on site services. We have several branch offices in all country. Our customers (banks, petrol stations etc) have a lot small site...

Thank you for your answer. Hope It let me go to the right way :) Yes your guess is correct, branches (branch offices) is a location. I have two questions (hope last ones) if you don't mind: In my case each customer's contract has different response time and solution time. It means i should assign so...

Dear all, first of all I am sorry for my English - it is not my native language. Before asking this question i have read a lot of about queues, roles, groups, sla, services etc. I understand how it works if we support customer users. My case is a bit different and I am asking for solution how i shou...