Znuny Open Source Ticketsystem

Perfect, this is exactly what I needed. Thanks!

Hi, Check the SysConfig for PostMaster::PreFilterModule###3-NewTicketReject - Roy Hello Roy Thank you for your response. I just checked the configuration option and I think that this will cover my use case. I just have 2 questions regarding this configuration option (see attachment): (1) Are you ob...

Hello Is there a way to disable ticket creation by a customer through email? But followups to existing tickets are allowed to still be imported through email. Just creation by email should not be allowed. How can I do this the best? It would be nice if OTRS is able to send an email (autoreponse/tick...

Other values like ticket type, priority are also no option to enable as a column in the CustomerTicketOverview screen

Hello guys I was looking in sysconfig for an option to enable services as column in the CustomerTicketOverview, but I don't see any options to enable this. Which I find strange. 2019-08-08 17_36_55.png I found that queue's are more for internal use and services for customers (and internal), but we o...

Good day all! I have the following question: At this moment agent are able to create tickets by using an email address of the customer even when they are not created as a customer user in OTRS. They are, of course , not linked to the customer itself which is an issue in our situation. Is it possible...

reneeb wrote:Did you try <OTRS_CUSTOMER_DATA_CustomerCompanyName>?

I tried <OTRS_CUSTOMER_DATA_CUSTOMER_COMPANY_NAME> and this didn't work.
I just tried <OTRS_CUSTOMER_DATA_CustomerCompanyName> and that did work. Thanks!

Hello When we create a new user, we always link it to a certain company using the 'CustomerID' option (required item for creating a customer user): customer_ID.png I was wondering whether it was possible to use a certain OTRS tag for this data. We would like to use this to automatically insert the c...

I just found this: https://www.otrs.com/otrs-business-solu ... ic-fields/
I suppose it is not possible without OTRS Business Solutions?

Good morning! I'm having trouble leveraging the ACL option in OTRS (I have never used it until this moment). Therefor I'm requesting assistance. We are trying to only show the dynamic field 'SupplierList' when the agent has selected the ticket state 'waiting for 3rd party' in the AgentTicketNote fie...

Hi I see what you mean, I didn't consider that. We could use the state type 'pending auto' but we don't want to agent to choose the date at which the ticket closes automatically, we are doing this with the GenericAgent based on type and last changed older than x days. Considering your input, we are ...

I solved it, I just had to clean the cache and try again, this solved the issue

Hello! I'm using OTRS 5.0.23 I'm trying to add a new ticket state type, we would love to have an extra type called 'resolved' to enable us to use a more advanced flow for closing a ticket. The idea is the following: the agent would set the ticket to the status 'resolve' when the ticket is deemed res...

jojo wrote:did you delete the caches

I did not... I knew it was something small... This fixed it.

I still can't log on using chrome though, but I probably have to remove the chrome cache and cookies for that.

I executed following commands:

root wrote:Hi,

What's teh content of the folder /root/otrs_backup/20171121_2300?

- Roy

The following 3 files:
application.tar.gz
config.tar.gz
databasebackup.sql.gz

so basically the output of the backup.pl script on the production server

Hello guys I have a question regarding a restore. We are currently using OTRS 5.0.13 in production and we would like to setup another server (same OS, same OTRS version) with a copy of the production database. We are using the provided backup.pl and restore.pl scripts in the /opt/otrs/scripts/ direc...

I actually did notice something that might be handy for our customers. When they click the "createdby" header to sort, they are forwarded to the: "welcome, create your first ticket" page instead of sorting by the "createdby" value Is there a way to add this function lik...

RStraub wrote:Yey, great it works!

Doesn't it feel good to hack the OTRS ?

Yeah, it does, once it works, its awesome!

Hello I've added your new code in the CustomerTicketOverview.pm file under ~/Custom/Kernel/... I could not check it because there was no extra column added in the overview. Just out of curiosity I copied my template from ~/Custom/Kernel/... to ~/Kernel/... and restarted apache, and now I can see the...

Well, when I was first figuring out which file needed to be edited (either ~/Kernel/... or in ~/Custom/Kernel/...) it wasn't working when the modified file was in ~/Custom/Kernel/..., but then I copied those files to ~/Kernel/... and it showed an extra column, but with no data. Since you replied tha...

Hello I've added the additions that you replied in the /opt/otrs/Custom directory. After restarting apache, I don't see any changes. Did I do something wrong? These are my custom files: CustomerTicketOverview.tt # -- # Copyright (C) 2001-2016 xxx, http://otrs.com/ # -- # This software comes with ABS...

Thank you for your response! How does one go about to enable these custom files? Is it just enough to have them in the correct directory .../otrs/Custom/Kernel/...? Or do I need to change some option in sysconfig? I'm sorry for this question, but I've never used custom pages for OTRS. Thanks in adva...

No, it seem you'd need a modification of the OTRS framework to acomplish that. Thank you very much for your quick reply. At this moment I don't have a lot of experience manually modifying the OTRS framework, can you guide me in the right direction? Or perhaps link me some more information so I know...

Hello everybody I'm using OTRS 5.0.13 on CentOS 7 I was wondering if it is possible to add the customer user name of the user that logged the ticket in an extra column in the customer ticket overview. otrs_customer_ticket_overview.png A customer has multiple employees that can create tickets and the...

Hello I'm pretty new to OTRS and I've been testing OTRS for use in our company. I've been looking for a way to limit the visible queues per CustomerID (company) and not per group. I currenty have it setup like this (my apology for paint skills, but I figured it would be easier to explain with an ima...