Znuny Open Source Ticketsystem

Hi We need to change the name of some of our customer_ID, when we tried to change it within OTRS admin | Customer Companies I noticed that I had to also edit all the Customers and re-associate them to the corrected Customer_ID. I also then noticed that the tickets (open and closed) have become orpha...

Hi Is it possible to have different users with unique Username but with a single email address.

A client of ours has a common mailbox for support issues, but we would like them to login to OTRS using separate username for accountability.

Thank you

I created few Responses for some queues in my OTRS but when I tried to use it it only included the attachments (which are part of the responses) but not the body text of the response.

Anyone know what I did wrong please? I am using OTRS 3.0.8

Thank you

Hi

In our company each support person have their own group of Customers that they are managing. They will own tickets for these clients. Is there an easy way of assigning an agent to multiple customer tickets in one go, rather than going through the tickets one by one?

Thanks

We just upgraded to 3.0.4 and now we have issues with the search (the one in top navigation) 1. The Fulltext field is missing (the one between Search template and Add another attribute field) 2. Can't add additional attributes to the search (nothing happens when you click on the plus icon) Could som...

Hi

Is there a way to create a search template that can be seen by all agents?

Thanks

Hi I need to create a group that only have access to create and edit customer details without giving them full admin access to the Admin section So they need to be able to get to Customer edit navigation (currently can be found under Admin) [ Customer Users ] [ Customer Company ] [ Customer Users <-...

Unfortunatelly there is no way to do it unless you want to modify in the database to which is not recommended.

Please refer to the link below for more details:

http://forums.otrs.org/viewtopic.php?f=62&t=6305

Those that need to action the reported issues/queries will need to be the agent. /

We had this problem before. Our issue was because the customer don't have access to view ticket on a particular queue. So as soon as I give customer access to the queue they can see their tickets.

Thank you... where can I find the HTML attachment

I understand why I should not make the change in the database so only will do this needs be. Unless there is another way to do it?

Thank you again

On very rare occassion our agents has submitted an external note that need to be amended for one reason or another. Is there any way to do this? I've tried to modify a_body column in the article table and the article_search table, but for some reason the change I made not being displayed on the fron...

Thank you crythias

I've set so that the bin/UnlockTickets.pl script running more regularly now. That seems to solve our issue.

Hi We are using OTRS 2.4.7 and has implemented several different status: Open - when ticket still need to be responded by us Closed - ticket closed With Client - awaiting for response from client We are trying to do the following: 1. Be able to run report how long the tickets been with Client status...

Hi Even if you can see the tickets that are locked, is there a way so that it doesn't lock the ticket when you change the owner. The reason why I need this is because unfortunatelly sometimes we forget that we need to add note/ change queue first before changing the owner of the ticket. So after we ...