Znuny Open Source Ticketsystem

Hello!
I'll be grateful for advice.
My Queues have attribute "Comment" (pic.1).
I very wish to show this attribute at CustomerTicketMessage form for selected Queues - field "To:" (pic.2)
Is it possible?

Thank to All.
System works fine: GenericAgent changes status by criteria. Notifications are sending.

Hello. In Admin interface: [Notification (Event)] => Add a new Notification Set up: Name Set up: Recipient: Customer Set up: Event: TicketStateUpdate Set up: State: Closed successful or Close unsuccessful Set up: Subject: Ticket <OTRS_TICKET_TicketNumber> is closed. Set up: Text: (for example) Hello...

Hello! Thank You for attention. Good idea. But now, I have some problem with task of GenericAgent. Please, give me advice and I close topic as resolved. 1. I changed in /opt/otrs/var/cron/generic_agent at "start every 1 min" */1 * * * * $HOME/bin/GenericAgent.pl >> /dev/null 2. I added in ...

Hello!
Good idea. I'll take it on arms.
Thank You very much.

Hello. I'll be very grateful for the advice. I wish to use field "Owner" when I create ticket by customers web form. For personalization owner for my ticket. For example - there is the field "Owner" when I create "Phone-Ticket" for selected "To:" (pic.1) It wi...

Hello. I'll be very grateful for the advice. I wish to send notification about expired tickets (by SLA time of resolve) to and customer, and owner. 1. I create Service: "Example Service" by [ Service ] 2. I create SLA "5 minutes" fir service "example service" and set up...

Hello.
What is the best way to add field "Owner" at Customers Web interface for create tickets.
For personalization of tickets.
For example:

Hello. Thank You for Your attention. True. I can create job: "change open state at expire state" for all openned tickets. But How I can do it by criteria: "time of resolve is expired" i means the time of resolve is negative. Time of resolve I can define by SLA feature (escalated ...

Hello. I see You subject http://forums.otrs.org/viewtopic.php?f=53&t=5056 And i have question: How are You doing this by GenericAgent ? For eample: 1. You have expired ticket (by SLA time resolve = -13 min) 2. You created new state: "Expired" and new state type "Expired" 3. Y...

Hello. I see You subject http://forums.otrs.org/viewtopic.php?f=53&t=5056 And i have question: How are You doing this by GenericAgent ? For eample: 1. You have expired ticket (by SLA time resolve = -13 min) 2. You created new state: "Expired" and new state type "Expired" 3. Y...