Znuny Open Source Ticketsystem

thanks zzz,

It seems that works

Hello!!

Recently I have upgraded OTRS from v3 to v5 and I am not be able to find the import/export CMDB option in the administration panel. However, I do have my module installed properly in the package manager.

Where can I make this module show up?

Thanks in advance

Hello, I have found the following issue regarding ticket "Close Time"/"Solution Time". I have set 2 ticket states of type closed: "pending of automatic close" and "closed successfully". When an agent solves a ticket, the agent sets the ticket state to "pe...

Thanks for your help

Hello!

I need to remove the SLA field from the New Phone Ticket form.
I guess that this cannot be done from Sysconfig and I have to edit .dtl files, is that right?
Where are exactly these files in OTRS 5 and which would be the files affected?

Thanks in advance

Hi guys, I've been asked about how to do an integration between OTRS and easyvista. So that the tickets created in easyvista need to be automatically registered and worked on OTRS. I have been searching for addons/plugins without success. I am completely lost so any help will be useful. Thanks in ad...

Hello,

I need to change the Service and SLA in a ticket and both fields show locked in AgentTicketPriority screen.

How can I set these fields unlocked?

Thanks in advance

Hi everyone

Does OTRS 5 support calculated fields?

I need to compute the difference between an Estimated Time (this is other dynamic field) and the accounted time.
Eg.: Dynamic_field2 = Dynamic_field1 - Accounted Time

Thanks in advance

Hello Anyone know if is there a maximun number of customers that can be created in OTRS 5.0.12? I need to add 500 customers to the system, what will increase dramatically the number of new tickets per day, and I am afraid about having performance problems or specific limits in the DDBB. Thanks in ad...

I have already found where the problem was.

I thought SLA clock stop depended on the change of the ticket state, but the issue was solved when I set the note as note-external when I changed the state from note/decision tab.

I have done the same updating to OTRS 5.0.12 in a development envoriment and it woks fine.

Where can I check if I have missing this modules during the installation process?

Thanks

Hello

I have just updated OTRS to 5.0.12 and checking the new version I have realized that
response time counter from SLA doesn't stop when I change the ticket state_type from new to open.

¿Anyone knows what could be the problem?

Thanks in advance

Hello I have the following issue when I want to get tickets response time adequately. It is common that Agents are out of the office when they are informed of new incidents/request, thus they cannot register the tickets in OTRS until they arrive at the office, so OTRS doesn't start to count the resp...

Buenas, Tengo el siguiente problema a la hora de contabilizar correctamente el tiempo de respuesta en los tickets. Es habitual que a los agentes les informen de nuevas incidencias/peticiones cuando se encuentran fuera de la oficina y no pueden registrar el ticket hasta que lleguen a ella. OTRS no co...

Thanks for your help.
My problem has been solved

Hello! After upgrading OTRS 3.3.6 to OTRS 5.0.12 I get the following error when I try to access to a specific service from admin->services Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Thu Sep 22 14:07:40 2016 Message: Module Kernel/Output/HTML/ServicePreferencesGeneric.pm not in @INC (/op...

The aspect of the escalation triggered is OTRS_TICKET_EscalationDestinationDate || OTRS_TICKET_EscalationDestinationIn.
These notifications are sent months after the ticket has been closed.
I guess I dont have access to the system logs for that date via web interface.

Thanks

Hello My OTRS keeps sending Escalation notifications (Agent::Escalation) to an Agent once the ticket has been closed successfully long time ago. Here is the ticket history: StateUpdate Old: "Open" New: "Pending of approval (Type=Open)" 02/06/2016 07:46:36 StateUpdate Old: "P...

Hello I have a problem when I'm updating database scripts while updating from OTRS 3.3.6 to OTRS 4 When I am into updating my MySQL Database schema, I get the following error: [ ]# cat scripts/DBUpdate-to-4.mysql.sql | mysql -p -f -uotrs otrs Enter password: INFO: Foreign key constraint FK_ticket_va...

Buenos días Tengo problemas con los scripst para actualizar la base de datos En el paso 6.1 del manual https://otrs.github.io/doc/manual/admin/4.0/en/html/upgrading.html me da el siguiente error: [ ]# cat scripts/DBUpdate-to-4.mysql.sql | mysql -p -f -uotrs otrs Enter password: INFO: Foreign key con...

Hi From the Customer User Ticket Search Interface I can watch the name of all services that I have registered in OTRS. How can I establish that each customer user only can watch just its own service? If this is not possible, how can I disable the ticket search module for a specific customer? I have ...

Hello everybody! I have a problem when I open a ticket. By default my tickets are locked when they opened. I would like to change this configuration to get my tickets unlocked everytime I open them. I have modified Admin-Generic Agent-Ticket Action-Set new ticket lock to unlock but it does not work....