Znuny and ((OTRS)) Community Edition

I have updated the note in the ticket. but the first response time didn't stop.

I am doing testing in OTRS before presenting the customer.

Understanding all features before that.

No way to remove pending date?

Hi Team, I want to stop the first response time after an update on the ticket. For example: If I update the ticket, the first response time will stop. this is to make sure that the agent is updated the ticket and responded before the first escalation time breaches Please find attached a screenshot. ...

Pending date has been removed from the new ticket as per below, that is the reason I have raised the question ====================================================================================== If you're using version 6.0 or below install https://github.com/znuny/Znuny4OTRS-Sho ... meIfNeeded and...

Is it possible to remove the pending date from the pending option in ticket as well?

attached screenshot for reference.

Maybe https://opar.perl-services.de/dist/Hide ... elds-6.0.5 helps ================================================== Tried this and it will hide the dynamic field. But for any mandatory dynamic field hidden with HideDynamicFields-6.0.5 module, it won't allow to save or create tickets. Because the f...

can you suggest any commercial add-ons

We need tickets in otrs only from known customers emails and for unknown customers, emails should create as an event in OTRS I think the above task is difficult to achieve. But at least, Every incoming email should create an event not a ticket to a particular group (helpdesk group). And the helpdesk...

any other way to achieve this.

will this can be achieved with ACL. I have tried, but not working. What my plan is is, Once I create a ticket as a problem ticket and assign it to queue name supportgroup_problem, based on ACL we can set the different dynamic fields for tickets or different workflow for that queue. But ACL is not wo...

Hi,

We need tickets in otrs only from known customers emails and for unknown customers, emails should create as an event in OTRS

Thanks

Hi team, I require help below. 1) Tickets created through an email should be created as events without a ticket number in OTRS and the helpdesk engineer will create a ticket for that > This is for all tickets 2) Tickets created through an email should be created as events without a ticket number in ...

Hi All,

I want to set up a different flow for problem management tickets and it should be different from the incident ticket.

Can you tell me how to achieve it

Thanks,

Thanks for the reply

Let me try and update you

Hi team,

I am looking for an option to add a new field named "Customer Name" when creating a new customer user (similar to first name,last name etc).

I have tried few things under system configuration

Please find attached a screenshot.

Thanks

Thanks

It's worked

Hi,

I want to remove permanently the pending date option when creating an email/phone ticket for OTRS 6.

Is there any way to do this?

Please find attached

Thanks

I need to stop SLA when we put the ticket in pending state.

Thank you very much for the reply. I have added Znuny4OTRS-EscalationSuspend to OTRS 6 and tested it. But the SLA time is not completely stopped as per my requirement. Looks like I was not doing the correct usage Znuny4OTRS-EscalationSuspend addon. Searching for a proper document about the the usage

Hi All, I have the below requirements to get complete on OTRS 6 community edition for testing. 1) Need to import old tickets to otrs 6 either in CSV or excel format 2) how to add SLA stop add-ons or similar to otrs 6 3) Knowledge base shall be available for searching old and new tickets for known is...