Znuny Open Source Ticketsystem

Never mind, just tried it works.

Please clarify, if I change ticket owner to me (admin) then I still can't reply.

I don't see where to update the ticket that is locked by different agent, there is no reply to click on.

The queue is assigned to group and I (agent) has RW to that group, is that RW access to the queue or I missing something.

Thanks

Can admin update locked tickets?

Figured it out: changed Agent to Customer in the Url

Clicked on http://domain/otrs/customer.pl?Action=AgentTicketZoom;TicketID=365 in email, after login got this error Traceback ERROR: OTRS-CGI-10 Perl: 5.22.1 OS: linux Time: Wed Apr 24 11:35:43 2019 Message: Module Kernel::Modules::AgentTicketZoom not registered in Kernel/Config.pm! RequestURI: /otrs...

Sorry, I was trying to add ticket url to email template and found a post saying add this <OTRS_CONFIG_HttpType>://support.aviordata.com/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> So, clicking on that url cause the error. How to add to email template ...

An Error Occurred
Can't locate Kernel/Modules/CustomerZoom.pm in @INC (you may need to install the Kernel::Modules::CustomerZoom module) (@INC contains: /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/per...

One note is that we have multiple sites enabled under Apache2 beside zzz_otrs on same server, how you get yy.xx.com/otrs to go to otrs? can you be more specific, is it any DNS with /otrs at the end take you to otrs. I may be missing something here.

The installation doc says, OTRS comes with an own built-in web server that is used behind Apache as a reverse proxy, /etc/apache2/sites-enabled/zzz_otrs.conf points -> /opt/otrs/scripts/apache2-httpd.include.conf The current http://xx.com/otrs works, I need to change the domain to https://yy.xx.com/...