Znuny Open Source Ticketsystem

root wrote:

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echo -e "This is the\ncontent of the ticket." | mail -s SUBJECT USER@HOST

Dear root,
Thank you so much for your help. It was very helpful. Now, the address of Root is been sending mail to OTRS everyday for rutine controls.

Thank you.

Dear Reneeb, Thanks for your reply. But I already made reject Follow up Option and Ticket lock after a follow up settings for closed ticket each queue. I don't want to just change state when customer's reply for ticket. For example, if the state is pending reminder, The ticket status remains the sam...

Hello everyone,

in re: when the customer's replys to ticket, Ticket's state is changed as new ticket. But I don't want to change the state of ticket.

Could someone help me please?

Thanks in advance.

Dear all,
Could someone please supply me a script that will automatically open a case?
I will create it with cron job and with the following schedule
--> 0 8 * * mon, tue, wed, thu, fri.

Escalation times for queues can be configured in the queue settings. Dear reneeb, when I defined escalation times for each queue , the agent notificaitons are working , not the notification (event). If the agent notifications work, the notificatio mails received all agent (I do not want to do this....

Create an eventbased notification Notifications (Event) with the proper event: 2017-01-10 at 2.22 PM.jpeg Choose the recipient 2017-01-10 at 2.23 PM.jpeg Dear root, Yes i understand but how i can define escalation times for queues (i could not define response time or solution time with notification...

I created escalation time for each queues. There are agent notifications (Agent::Escalation and Agent::EscalationNotifyBefore) which are received all agents but I want to send only admin users or specific user. p.s.: I tried to create with notification(event) but I didn't understand how i can add es...

Hello,
When I created escalation time for each queue, Escalation email received all agent. But I want to only receive to admin or specific users.
How can I fix it? could someone please help me?

Thanks in advance.

Yes,I understand but I can't pay any cost. I'm triying to learn more details about OTRS.
And also thank you all. This forum helped me a lot.

Please do not misunderstand me.

Dear Jojo,

If you describe it, I can do this. We need to a bit more information appyling script.
But we couldn't find much information about this issue.

And also I have to do this.
Please help me instead of blocking me.

Hello,
I want to apply as below link.
https://blog.otrs.com/2010/11/11/proof- ... -for-task/

Could you please help me?

I'm using free version 4 of otrs.
Could someone please give me some examples about cronjob or generic agent script or create a process with ticket create action?
How can use these, please help me?

Hi, use a cronjob, AddOns from OTRS Business Solutions, or a generic agent calling a script or create a process with ticket create action. Regards Florian Hello, We use free version of the otrs and we don't know very much linux. Could you please more futher information about cronjob? How can use th...

Hello,

I want to create new ticket automatically everyday from otrs for daily routine check. But I didn't find anything in otrs side. I didn't make on generic agent.

Could someone help me,please?

have a nice day.

When I opened the otrs first time, it said that create new user and not to use root user so i created new account which name is admingulsum. I didn't changed the name of root.

Could someone help me , please?

Hello, I don't know what the reason but the otrs is not sent to customer or agent notification mails for close tickets and auto responses for new tickets any more. It is started few days ago. And I didn't find the reason. I just changed as you seen image but short time later I got it back but the sy...

When a customer create a ticket from customer website, I can not see in history of ticket. (as you seen an attachment) I want to learn how i can fix it.
user is admingülsüm who is agent user also admin user but I did invalid that user but it is still looking.

can you give me full location for settings. Because i couldn't find a place for disable notification mail.

Hello,

I want to disable notification mail just for pending reminder mail because it is sent every agents so I don't want to send mail every agents for pending remider therefore i want to block it. how can do this?
Could someone help me?

Thanks in advance.

Can someone help me, please?

Hello , I want to add comment of customer come from e-mail reply. For example, the customer open ticket with customer's portal. After the agent analyze the ticket, the agent wants to send reply for ticket and otrs send mail to customer with notification but if the customer reply that notification ma...

Hello, i want to calculated working time on the ticket for agents. I tried to report on the istatistics model from otrs. And the ticket's age is showing between create time to now but i want to just learn between lock of agent time to unclock of agent time. Also i want to ticket's age is showing tim...

Hello,

when i create new ticket from customer web portal, the system is not showing user history of ticket as customer user that is showing admin name. It is looking create new ticket as from admin side.

How can i fix this issue?

Thank you

Please can someone help me?

Yes for sure.

Hello, when customers create new ticket, i want to send auto response. the customers have a queue (like name is webcustomer) and i assigned auto response for this queue (webcustomer) but when a customer create a new ticket, can not received reply mail to the customer. So please help me. Thank you.

Dear Jojo, Could you please give me example for ACL? I read document in OTRS web site about ACL and I tried to did some senarios but it didn't work. By the way example, I tried an example that has tree types -> 'Incident' , 'Request' , 'Complaint' and also has tree parent service 'Incident' , 'Reque...

Hello,

I'm using version 4.0 of the OTRS Free. I want to learn how should i apply settings for SMTP.(P.S. We are using office365) Because I tried different settings in the Core::Sendmail but did not work. Could you please help me?

Thank you.

Hello,

We are using version 4.0 of OTRS Free, I want to match Services with Types from ticket settings but not have like 'types <=>services' area on ticket settings. How to fix this issue? could you please help me?

Thanks in advance.

Hi,

I can not reshape the new email ticket on SysConfig screen, can I? Only edit the template?

Thank you.

Hello,

I don't want to use Bcc where is on new email ticket. So how can i remove Bcc from new email ticket?

Thanks in advance
Gülsüm Cengiz.