Znuny and ((OTRS)) Community Edition

Hi everyone For reference I have been following this guide. https://community.znuny.org/viewtopic.php?t=42070 and I'm running Znuny 6.4.3 I am using pyOTRS library and have the web service running to call LinkAdd. I can make the call, and it links the ticket, but I get a parse error on the return re...

Thanks Eggllo for the link

Hi there

We have a Ticket Notification setup on event TicketResponsibleUpdate that emails the client saying the ticket has been assigned to Support Agent X. Is there anyway to make this count as the First Response Time (Communication type system – email-notification-ext) ?

Tying to link Customer Users from Ldap to Customers(company).

What's your cronjob set to? Is it not running frequent enough?

If you are manually moving a ticket from default queue into 'Waiting' could you use the GenericAgent Event Based Execution Add Event Trigger Ticket = TicketQueueUpdate Select Tickets Text= *urgent* Queue ="Waiting" Update/Add Ticket Attributes Set new queue: "Urgent" or something...

As for the removing the Attachment and Time Units you could always just hide it Modify /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentTicketOwner.tt #example for hiding attachment [% WRAPPER JSOnDocumentComplete %] <script type="text/javascript">//<![CDATA[ $("label:contains('At...

Im only new to OTRS so if this is someone suggest otherwise follow their lead. You would need to modify the language file. For example my profile is set to EN_GB (English - United Kingdom) If i go into /opt/otrs/Kernel/Language/en_GB.pm and change $Self->{Translation} = { ... 'Subject' => 'New title...

Hi there I have LDAP backend setup for CustomerUser and would like to overwrite a map field with a static value. Currently its pulling the Active Directory field 'company' which is empty. I would like to hard code a value in, lets say 'ABC' but when i change it I presume its looking for the Active D...

Hi there, Just a quick question, is it possible for staff to reply to support tickets via email ? Example process: Client emails support@domain.com OTRS recieves and assigned and sends the email to Staff member Staff member replies via email Process continues via email (all being recorded through OT...