Znuny Open Source Ticketsystem

kenmurimi

Dear All, I configured a Queue where the system picks emails sent to support@company.com and creates tickets for them. This works perfectly and anytime there is an email in the inbox of support@mycompany.com OTRS picks it and creates a ticket from it under the queue I specified. The problem is somet...

kenmurimi

Hi, I am trying to change the state of a ticket to a particular state when a ticket is moved to a particular queue. (I mean for example if a ticket is moved to queueA the ticket state should be e.g open) The first option i am thinking about is I allow new window for change queue and allow select nex...

kenmurimi

Hi, I am thinking of implementing levels on my otrs 3.2.10. I want it such that there are 3 levels, level 1 is the reception where calls from users are picked and registered, level 2 is the first line user support and then the level 3 is the experts support. The first level is able to respond to tic...

kenmurimi

Thanks Crythias

I have disabled selinux on Centos and i am now able to finish the installations.
Its even highlighted on the download page (You'll need to disable SELinux in /etc/selinux/config)... cant believe i didn't see that

kenmurimi

Dear All, I am installing a new OTRS 3.2.10 on Centos 6, i installed the Centos, MySQL and Apache. i am now trying to use the web installer to finish my installation. when i get to the configuring database part, i check database and its ok but when i clink next to create i get warning Kernel\config....

kenmurimi

Hi All, I have an old version of OTRS (2.7.0) it has been working fine until now after a move of our emails to a new hosted platform. normally we used a local server which worked very well in OTRS with POP3 I have changed the settings on postmaster mail account to point to the new server address but...

kenmurimi

Thanks Crythias,

its true the field was empty and once i filled it now all my notifications are sent out. THANKS!

kenmurimi

Crythias, I have been looking up for "notification send email address" but cant find what that is, but have checked on my configs and on config.pm file i have an entry on "notificationsenderemail" and "notificationsendername" Do you know what the problem could be? Thank...

kenmurimi

Dear All, I am working with a otrs 2.4.7 i recently changed my ISP and so my SMPT configs changed. our earlie ISP used port 25 but for our new ISP they gave me port 587 (this are the configs am using on my thunderbird and its working). i have changed the new settings on "Config Options: Framewo...

kenmurimi

Hi All, I have been using OTRS 2.4.7 for about one and a half years now.. recently i changed my ISP and so my SMTP settings changed, the earlier ISP used port 25 but for this new ISP they use port 587 for sending out the emails. on Core::Sendmail i have changed the SMTP address to the new address an...

kenmurimi

I have the same problem, please let me know how you resolved it. i.e how you created the acl
thanks in advance.
Kenmurimi

kenmurimi

Hi, I have been using otrs2.4.7 and want to move to 3.0.6. i have had some issues with sending mail to a distribution list like.. 1) when a customer is sending a ticket and whats to carbon copy that to a boss how can that be done and still i also want all email replies by the agents to be cc to all ...

kenmurimi

Thanks alot fro that i think its the time i tried OTRS 3.0.x

kenmurimi

Thanks alot Crythias fro that..

kenmurimi

Thanks crythias for the responce yes i have PDF API installed and pdf output enabled. the error is not only on the pdf output but also on the email notifications to the agents for a new ticket. on the pdf it comes on email external articles between the message body and the signature. on the new tick...

kenmurimi

Thanks alot Crythias for the response.

I think ill just give up that for now and only use cc in email response since i cant even get the customer group in "recipient group based " in notification event.

kenmurimi

Hi all, I am using customer company for my OTRS. I would wish to send ticket state change notifications and email responses to all the customers registered under a particular company. I mean a notification should not only go to the person who created the ticket but to the other customer users of tha...

kenmurimi

You can also check this thread http://forums.otrs.org/viewtopic.php?f=62&t=5275 it has some info related to what you are looking for.

kenmurimi

Hi all, I am getting style definations on the pdf (print ticket) and email notifications to agents. an example from email (snip) below -------------------------------------------------------------------------------------------------------------------- <snip> Normal 0 false false false EN-US X-NONE X...

kenmurimi

Hi all? I have found OTRS to be very intresting and want to host it. I have tested it on a windows platform but the hosting service i have is linux. I am not advanced in hosting and linux. I am looking for ideas on how to go about it and the otrs package to download for that. Thanks in advance any h...

kenmurimi

Hi all, i am trying to have emails from an email address not for a customer in the customers database rejected. this is because i don't want people who don't have accounts at the helpdesk raising tickets. I am thinking of using the config option: B.2.3.21. PostMaster::PreFilterModule###3-NewTicketRe...

kenmurimi

Thanks alot Crythias.. its now working perfectly I used this: <input type="hidden" id="Month" name="Month"> <input type="hidden" id="Day" name="Day"> <input type="hidden" id="Year" name="Year"> <input type=&quo...

kenmurimi

Thanks, i now undersatnd, infact i just changed my date to 30th Sept and got the error. i have changed the code to; <script language="JavaScript" type="text/javascript"> <!-- var d=new Date(); d.setDate(d.getDate()+5); document.compose.Year.value = d.getFullYear(); document.compo...

kenmurimi

i don't get exactly what u mean? you propose it should be something like this? <input type="hidden" id="Month" name="Month"> <input type="hidden" id="Day" name="Day"> <input type="hidden" id="Year" name="Year">...

kenmurimi

Thanks a million Crythias. my problem is at last solved.. :D :D :D but i changed somethings; <input type="hidden" id="Month" name="Month"> <input type="hidden" id="Day" name="Day"> <input type="hidden" id="Year" name=&qu...

kenmurimi

Pending auto close+ is working well but there is an issue there. My agents can be able to change the pending till date which will then affect the time the ticket is auto closed. I am looking for a way to remove the pending till on this page when resolving the ticket.
thanks.

kenmurimi

Thanks rjmlyon69. Thats my case too.

kenmurimi

Thanks Crythias.

I agree with you " Pending autoclose successful" could work better for my case.. ill try it out later and post here how to go about it if it works.

kenmurimi

Thanks Crythias. The issue with generic agent is that the only available options for ticket with an action done sometime ago are created, closed, pending and escalated. since i have added a new state resolved its not there on the list and am looking for a way of closing the ticket resolved 5 days ag...

kenmurimi

Hi all. i added a new state resolved in my OTRS. Agents are to set the tickets to resolved after resolving an issue. The customer then gets an email requesting them to close the tickets. The issue i have is that if a ticket is in the state resolved for more that five days i.e the customer doesn't re...

kenmurimi

Thanks a lot guys!

I am using English only for my OTRS and so i don't need the language drop-down when creating a new article. Do you know how i can remove that on the new article form?

thanks in advance

kenmurimi

hi all? I installed FAQ and is working well. when creating new articles i don't want to have the symptoms field i only want to have the problem, solution and the comments fields. if its possible i would like to remove the symptoms completely in my FAQ. i have searched in the dtl and pm file and i am...

kenmurimi

hi all? i would wish tickets not updated for last five days be closed. i am thinking of generic agent but don't know how to set the update time at the generic agent. the only parameters am getting are TicketCreateTimeOlderMinutes, TicketPendingTimeOlderMinutes and TicketCloseTimeOlderMinutes. am loo...

kenmurimi

Thanks Giga i already had notifications to the owner already set and working. i have a helpdesk admin who i also want to get the follow up updates although he might not be the owner of the ticket. i have already found a way to have this. since the follow up is a web request then i used the webreques...

kenmurimi

hi petersk,

I was not able to resolve that issue and I gave up on it. u can check my previous post on this topic.
I don't know why that happens.

U can re-post the question, we might get some more info on it from other OTRS guys

Regards

kenmurimi

hi, I added a new state resolved for my otrs. My agents put the tickets to resolved once they have resolved the customer's problem. The customer is then to close the ticket. i want to have a generic agent that closes the ticket after five days if the customer doesn't close the ticket. i have got an ...

kenmurimi

hi all? I have been using notification(event) to send some notifications but now I have an problem there. I want to send notifications to one of the agent (acting as my help desk admin and manager) when there is a followup by a customer but on the events list i cant get the option for a follow up. h...

kenmurimi

hi all? i am using the customer company. so for some of my companies am having two accounts from same company and others i have one. i have created notifications for ticket state update in the admin notifications area and my customers get notifications when the state of their ticket changes. I want ...

kenmurimi

thanks alot Tisar. it was so easy and even after installing i got a pdf doc for it.

kenmurimi

hi all? i have installed OTRS and am already using it. i found out that there is a FAQ module that will help my customers try to find solutions for themselves without creating a ticket. am looking for a document on how this module works and how to install it and use it but am not getting one. if any...

kenmurimi

i think i had the same problem: i used ACL so that the states available for a ticket in customerticketzoom are the state the ticket is in and closed. (my customers cant be able to change the state the ticket is in unless when closing otherwise it will be a follow up and the ticket will remain in the...

kenmurimi

peter_sk: thanks alot that made it possible have the tickets ro for customers. Crythias : I dont want the the tickets edited once closed this is because for my case the customers are to close the tickets themselves once set to resolved by the Agents. i want then to create a new tickets instead. in m...

kenmurimi

thanks a lot Peter. is there a way i can make it ro for agents since for this i realize its only working for customers?

kenmurimi

hi all?

I want my closed tickets to be read only. i.e once a ticket has been closed then it will not be possible to add any followups or even change queues by the agents.

thanks in advance.

kenmurimi

hi all? on my pending list on the dashboard it doesnot show unlocked tickets though. on the total() it shows the number i.e if i have a ticket on pending and its not locked on the dashboard on the total it shows total(1) but the ticket is not listed though i can see the ticket on queue view. the tot...

kenmurimi

Thanks crythias.

i tried that and it is working but now when printing and on ticketzoom the info is displayed how can i remove that so that it is not displayed.

davidbann were u able to make it invisible?

thanks

kenmurimi

hi all? i want when an agent is creating a phone ticket once he selects the customer the to field shows the queues that the customer has rw access to and not queues that that particular agent has rw access to. how also can i add that phone ticket button on the navbar i.e maybe in between the ticket ...

kenmurimi

i have just done this.. i used the Notification (Event) ] in the admin. click on add fill in the name e.g " email to customer when ticket closed " recipient:(group based)= custome r' event: TicketStateUpdate Queue: "Select all the queues you want" Article type: email notification...

kenmurimi

I was not able to resolve that, what i finally did was i removed the "messages" button then renamed the locked tickets button to "my tickets" without the "()" on NavBarLockedTickets.pm so that on clicking on the button it shows all the tickets with owner as that agent (...

kenmurimi

Hi All? I wanted to use priority but i realized since i wanted different escalation times per priority i decided to have diffrent queues as per my priorities. now i want to completely remove the priority option in my otrs. when i tried sysconfig for customerNewticket and selected customers not to se...

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