Znuny Open Source Ticketsystem

Thanks for your reply. I sat down and read it 3 times before posting this message. I didn't understand why should I use customer user group relation. As far as I understood, I create a customer user group, assign some customer users there and then, assign the group proper permissions in the queue. I...

Thanks for the quick reply but didn't work... I'll try to explain it a little bit different.. I already have a queue called "purchases" where some administrative agents already have full access to that specific queue to process the tickets. Now, let's say I have 100 customer users all rela...

Hi! I'm wondering if it's possible to let some specific customer users (aka area responsibles) to create tickets in a specific queue. I mean, not everyone should create tickets in that particular queue but some. I tried grouping and also creating a role and I really fell "dizzy" not unders...

here you have: http://prntscr.com/qvlfhr

what if I tell you that problem persists? http://prntscr.com/qvcy1c

what am I missing?

So.. I edited the first one like this: http://prntscr.com/qukfws

Is that what you meant?

I don't see anything with "urgente" under sysconfig http://prntscr.com/qujc6w. I simply enabled the one you mentioned to me in a previos post (Ticket::EventModulePost###9600-TicketDynamicFieldDefault) and now, this one: Ticket::TicketDynamicFieldDefault###Element1. I don't see anyone with ...

Well.. I waited more than 24 hours and also waited for new tickets to be opened and also, wait for 24 hours.. and still, no notifications.. This one just passed the 24 hours time: http://prntscr.com/quip5e I also enabled Ticket::TicketDynamicFieldDefault###Element1 just in case.. but dunno what else...

you mean this one? http://prntscr.com/qtg4mp

I never did anything to that field. I just enabled it.. that's it?

I did set the "TicketDynamicFieldDefault###Element1"

http://prntscr.com/qtfg1s

I'm sorry but I don't know how to attach the facepalm meme here

Many thanks!!!
Daniel

Please, see the attachments and let me know what's wrong with the configuration.

Thanks!!
Daniel

sure.. here you have: http://prntscr.com/qseh6p

I intentionally added the code at the very bottom of the file. Where should I place it then?

Hi! I read it carefully several times and tried to follow this doc: https://doc.otrs.com/doc/manual/admin/6.0/en/html/external-backends.html I simply need to let managers review what their subordinates create. What I have done so far: 1) Copy this at the end of /kernel/config.pm: # CustomerUser (cus...

well.. I waited more than 24 hours and never received an email so far.. what am I doing wrong?

Thank you so much for your reply! I dont know if it's working.. I'll have to wait 24 hours to check it :D Here's the step by step process for the newbies like me: 1) Go to admin --> dynamic fields 2) Choose TEXT under Ticket field in left sidebar 3) Give a proper name like URGENT and also a LABEL 4)...

Thanks. Already did but i can't find something like:

If ticket creation time > 24 hours and priority = urgent, notify to john@doe.com

no one?

BenI wrote: ↑04 Sep 2019, 14:16 Yep, you are at the right place.

where the solution is...

Hi, I'm new into otrs. I'm familiar with ITIL and other service desks systems. I've been reading the documentation and also browsing on the forum before writing this post. I've been looking for a simple solution for a customer that owns a hotel. The idea is that, based on severity (Normal, Urgent, e...