Znuny Open Source Ticketsystem

That was it. I did some searching and with the directories found in this section https://doc.otrs.com/doc/manual/admin/5.0/en/html/ticket-settings.html I was able to locate where the default states had, for some reason, been set to completed. I then was able to change them to other states. This reso...

Hi, Check your postmaster filters and generic agents. Usually, you see from the history which users closed a ticket. If there no name or it's root@localhost it one of them. - Roy Thank you for the follow up. I checked and we do not currently have any generic agents that are active. None of our post...

Thank you for the responses here. Our team is going to be setting up a sandbox environment to do some testing in the future and I will update once I have more information on how it turned out.

We are running 5.0.17 This morning we have noticed that all tickets that are sent to our queue are automatically closing. - This occurs if anyone submits an email ticket. - If I create an email ticket from within the OTRS web interface the state automatically selected on the new ticket form is "...

Thank you for pointing me in the direction of Generic Agents I think I have a handle on the layout of that tool except for one problem. The event Trigger section is populated with many triggers. When I search them online or in documentation I cannot find a source that tells me the nature of the trig...

I am trying to implement some automation to our OTRS board. It is version 5.0.17 We use it for internal helpdesk. I would like the process to work as such: - Client opens a ticket - Agent responds to client via email in the web interface and sets the State to "Waiting Response" - X amount ...