Znuny Open Source Ticketsystem

Hi I want to give permission to one agent in order to add customer to one queue,for this, I set related permission to access "users" group, this agent can add customer,but can not bind new customer to related group.Is there any solution for this? If I give "admin" group permissio...

Hi We have installed OTRS in our company. After some month, Now I have to setup another sites on this server. Another sites have been setup without any problem, with VirtualHosting feature in Apache and related DocumentRoot option. But I could not set correct DocumentRoot for otrs.with apache config...

Hi
I think it's possible in database,I copy specific tickets from related tables and then insert to new database.But I do not have enough information about OTRS's database structure.

Thanks for any help or guidance

Hi
In our installation I have to back up all ticket of only specific queue.Is it possible that?if so,please give me HOWTO or related documents.

Thanks in advance

Hi
After some investigation on OTRS's setting, I found this option. You can disable OTRS news by disabling "System Setting" -> "Framework" -> "Frontend::Agent::Dashboard" -> "DashboardBackend###0410-RSS".

Good Luck

Hi
Yes I need to do for some agents,totally hide OTRS news in dashboard agent.
I could not find any solution for that yet.

Thanks in advance

Hi In our company I have installed otrs 3.0.5.in customer interface, in my ticket section,all tickets are shown with content(body) of ticket.But I want to show only subject of tickets. Is there any option that I modify it so that in ticket section,only "subject of ticket" are shown ? Thank...

Hi
After some search I found this topic. In our company we need to add few columns to customer's interface, ticketing list.
Is there any solution for that?

Thanks in advanec

Hi I intend to customize customer's interface. in "My ticket" I want to add header bar (title bad) for ticketing list and show these field in top of list: 1- ticket created time 2- title of ticket 3- status ticket Another problem, in ticket list, there is not any column about created time ...

agents should be members of the same group that the Queue belongs to in order be chosen for that Queue. Thanks for your reply. Yes,according to explained scenario, all agents are in same group.now How can I send new ticket to another agent? in "new phone ticket" and "new email ticket...

Hi
Unfortunately I could not find any solution for my problem.

Thanks for nay help or guidance

Hi
Is there any solution for that ?

Thanks

Hi
Is there any suggestion for that?

Thanks in advance

Hi I have installed OTRS-3 in our company. after one customer creates ticket, one notification is sent to related agents via email system. Is it possible agents reply to that ticket via email system by replying that email notification? Customers get mail notification after agents reply their tickets...

Hi In our company i have defined one queue as named "QA" and one group "GA". also I have defined 2 agents as named "agentA" and "agentB" and one customer as name "CustomerA". all agents and customer are in group "GA" and all access to queue...

Thanks for your reply
Is there any timeline for release?

Thanks in advance

Hi
In our company I intend to setup file manager in otrs,But I did not find any application for OTRS3 . Is there this additional for this version? or if it's built-in, please guide me to activate it.

Thanks for any help or guidance

Thanks for your quick reply. Excuse me for dummy question. But when I create "new phone ticket", any mail notification is not send to another agents on group and customer. in this situation, is "priority ticket" important ? maybe notification is send only for "open ticket&qu...

Hi In our company, sometime I should create ticket for customer,I create via "new phone ticket".but another agents on this group do not get any mail notification for this event. also in question customer does not get any mail notification! Where can I set so that after creating new ticket ...

Hi again. I am evaluating OTRS-3.0.5 for our needs, and I found it, justifies almost all our needs. But I am some confused and some trouble with OTRS,So I explain our scenario. In my implementation, we have one "company" as named "Company A" that we provide support task them. In ...

Thanks for your attention "crythias".
In this post I have explained my scenario in detail.
I could not implement my needs in OTRS.

Thanks for any help or guidance

Hi I am evaluating OTRS-3.0.5 for our needs, and I found it, justifies almost all our needs. But I am some confused and some trouble with OTRS,So I explain our scenario. In my implementation, we have one "company" as named "Company A" that we provide support task them. In our fir...

Hi After some search on forum,I have found that, it is possible change header and Logo in customer front end. I have changed "CustomerHeadline" and "CustomerLogo" in section "Config Settings in Framework -> Frontend::Customer" . So Header and Logo has been changed.but t...

Hi In our new project, I intend to implement OTRS as ticketing system,So since a few days ago I am trying this good application :) and thanks to developers and contributors on this forum. Is there any possibility that OTRS sends notification via SMS to agents(defined agents) when customers create ne...

Hi
After some days work with OTRS, I am confused a little
I do not know yet, what is "Customer Company"? and what does provide for users or customers?

Thanks for any help or guidance

Thanks for your reply
Is there anyway to modify source code of OTRS to justify our need??
Another question:
Does OTRS notify owner or creator of ticket if someone add note to that ticket??

Thanks in advance

Hi In our system we want, one users can create ticket for another user (not customer) from another department (queue). now we have to create ticket via "phone-ticket" because I did not find any solution for this purpose in OTRS! But my problem is, when users create ticket, they have to fil...

Hi
Unfortunately tickets of my queue are not listed in My queue, but when I search ticket with "*" in title I can see all Queue's tickets.
I think this is one issue.
Version of installed OTRS on our system is 2.4

Thanks for any help or guidance

Hi First of all thanks to all developers and everybody that contribute on this project. I am newbie in OTRS and a few days I am working on it. I intend to implement OTRS in our company.But I have some misconception or misunderstood. We have 4 departments and in every department there are 3,4 employe...