Znuny and ((OTRS)) Community Edition

Hi,

you were right.
There was another copy running. We found it by chance... Nobody knew about it )))
I will monitor closely the following weeks, just in case

Thank you for your time and sorry for wasting it

BR,
G

Helo Jojo,

Hope you are doing fine.

Please for your advice.
The problem mentioned above is still occurring.
There are no other working copies of the installation (other computers or servers)

Thank you in advance.

Best regards,
Georgi

Hi Emin,

Thank you for the reply.

Best regards,
Georgi

Dear Team, Please for your advice. When we create a ticket and send it to an agent, the agent can use forward option and send the ticket to another agent within the system, customer user set email address and just to type in some external email. All this works OK. During the selection of forward and...

Hi,

The original server is not running. I personally powered off the server last month after the migration.

Dear Team, Please for advise. We have OTRS 6 CE, running on Linux. Recently we had to move the installation on other server in another data center, again on Linux. All is working fine, but I noticed the following "issue". On some tickets, which were closed last month (state type closed) I ...

Hello Emin, Thank you for the feedback. I thought so, but needed to ask, just in case. If I use filter for incoming mails, it's ok. If I have the image and paste it, then edit its settings and upload it to the server from the local pc, aslo is OK. Last but not least, as attachment is always option. ...

Hello, Please for your advise. I have OTRS 6 installed and I have issue with copy text and images from some mail client (Outlook, Mozilla Thunderbird etc.) and paste it in new ticket (or in the notes in existing one). The pasted image is not visible. I see only frame. (attached file) If I set up pos...

Hi,

thanks once more.
I think also this will not solve the issue, if these are ON.
I will revise all again.

Best regards,
G

Hi skullz, Thanks for the feedback. One additional question that pops up in my mind. Our agents do not use the mobile app for OTSR, they still open it via web browser on their phones. What do you think, if they start using the mobile app? Will this sole the issue, even without changing SessionCheckR...

Hello, Please for advise. Our OTRS 6 is used by our agents mostly from mobile devices, when they are onsite every day at different locations and customers. Mostly they use mobile data on their devices. They complain that system as them too often to log in again , or log them out when they are in tic...

Hello,

Is it possible in OTRS 6 CE, to have option to select specific agent as default owner of a ticket?
Something like default state in different agentticketresponsible, agentticketnote, agentticketclose etc.

Thank you in advance.

BR,
Georgi

Hello, Is it possible to have in statistics or in Search, how many agents took any participation in a ticket ? As owner, as responsible, just left a note etc. The idea is one tickets can go through several queues, before closing, so we want to see who worked on it. Thanks in advance. Best regards, G...

Thanks skullz.

I will try it out.

BR,
G

Hello, Please for advise. I am using OTRS 6. Long story short. Agents are creating phone tickets, so other agents are taking them for completing. Upon creation agent puts some text with basic info about the problem and model of device. I need option how to show only the first article on reports or w...

Hi,

Thanks for the feedback.
It's not so crucial for our daily work. Our subcontractors are quite happy with the manual Watch button they have and use.
Responsible is already taken by the contract managers as part of their duties.

BR,
G

Hello, Please for advice. Is it possible, when I change the ownership in the ticket to another agent, automatically to start watching the ticket ? Currently I have just activated the Watch button and I am doing it manually as I don't need it for every ticket. I can setup one of the modules (for exam...

Thank you for the feedback.

I will try it on my test server, before doing it on the live one .

Regards,
Georgi

Hello, Please for some help. I am using OTRS 6 CE. Up so far we are using almost the default settings in the system, for creating tickets, agents and customers. I need to add one or more additional attributes/fields in Customer User, so when an agent creates new Customer User, to be able to put some...