Znuny and ((OTRS)) Community Edition

I need all the tickets to be moved from all the queues to one certain queue after the followup is received.
How can I do it with Postmaster Filtering?
Is there any other way to do it?

I haven't got you.
Could you explain, please.

tisar wrote:http://faq.otrs.org/otrs/public.pl?Acti ... &ItemID=68

You can still reopen tickets via the FreeFields Dialog (provided you allow state changes here).

Greets
Daniel

Thank you. I'll try.

ferrosti wrote:Just a try in case it got problems with this charset:
What if you insert the state id instead of its name? In some cases OTRS accepts ids as well as these names, though it is not well documented.

jojo wrote:1) you can use ACLs for this

thank you for your answer.
Could you explain how can I use ACL?
Note in closed tickets is the only way to reopen them without sending an email.
With ACL we can remove the Note link. And how to reopen ticket then?

I have two problems with closed tickets:
1) How to protect them from writing notes in?
2) How to let the agent know that ticket is closed when he open a ticket zoom (e.g. specific colour, big banner, anything that will inform the agent that the ticket is closed)?

Any hints?

For example I have the following template: ================================================ ru::Agent::AddNote Hi <OTRS_UserFirstname>, "<OTRS_CURRENT_UserFirstname> <OTRS_CURRENT_UserLastname>" added a new note to ticket [<OTRS_TICKET_TicketNumber>]. Note: <OTRS_CUSTOMER_BODY> <OTRS_CONFI...

Hi,
Is it possible to add a form for adding notes on the ticket zoom page below all the articles and notes?

Thank you for your assistance. The problem was that I didn't include my ACL rule into Load function. Now I am facing the following problem: I want to restrict certain ticket type closing for all groups accept admin group. I have started with: # ticket acl $Self->{TicketAcl}->{'ACL-Name-1'} = { # mat...

I use OTRS 2.4.7 on CentOS 5.5 with MySQL 5.0.77, Apache2. I am going to use ACL but it doesn't work at all. I put my ACL rules into the Config.pm before the following line: # ---------------------------------------------------- # # needed system stuff (don't edit this) # # -------------------------...

Thank you for your answer.
For it is still unclear why we should check OTRS from nagios? Isit optional?
Should I run both OTRS and Nagios at the same server and so on.
Is there any step-by-step instructions?

Hi everyone!

Is there any howtos and documentation to integrate OTRS and icinga (new nagios fork)?
Would be gratefull for any hints.