Znuny Open Source Ticketsystem

Alright, thanks!

Hi, an agent is allowed to choose for which kind of ticket changes he wants to receive notifications. SysConfig -> PreferencesGroups###NotificationEvent enabled this feature by default - but I cannot find how to set the default preferences for any agent. I'd like that any agent (or even better - onl...

I encountered this issue recently as we're now implementing ITSM with OTRS 5 and found this topic via Google.
But thanks for getting back to me even after this long time!

Hi, I think this needs an example. Let's imagine we've "Service A" which we're offering at the 3 SLAs "silver", "gold", "platinum". In OTRS you now can specify "Service A" and attach all these SLAs to it. So far that's OK. Now you've 2 customers. &qu...

This kinda stinks, because (if I understand the terminology properly) a customer is expecting an SLA for a specific service. ... the agreement is that the service will be performed at X level. But OTRS has the ability to provide multiple levels of agreements per service With respect to the best pra...

Hi,

unfortunately this does not answer yuri0001's question. He wants to modify the validation of required fields depending on the current queue - not on the current action.

@yuri0001 - did you encounter a solution for this?


Cheers,
Yves

Danke für Deine schnelle Antwort. Ist Dir eine Lösung ohne die Business Solution bekannt? Derzeit hat die Business Solution noch nicht genügend Vorteile, als dass ich eine Freigabe der Kosten dafür erhalten würde.

Hi, mich würde es interessieren, ob man bei der Verwendung von Tags auf rudimentäre String-Operationen und bedingte Anweisungen zugreifen kann - also z.B. etwas wie: [if empty(<OTRS_CUSTOMER_REALNAME>)] Sehr geehrte Damen und Herren [else] Lieber <OTRS_CUSTOMER_REALNAME> [end] Hat jemand Erfahrungen...