Znuny Open Source Ticketsystem

I never managed to solve the problem, I worked around it by stopping sending monit events to otrs... no one was reading them anyway.

I think I have explained it wrong. What I meant was that when an agent answers a phone call, the calling person may have a different email address from the one registered as a customer. They may even not know that email address, so the agents create tickets with a different email address, although t...

Hello crythias,

Thank you for replying.
I have moved the Monit Queue to the top and confirmed that it s not selected in my queues.
However, it still apears when I go to ticket area and the 7-day chart is still computed considering those tickets.

Thanks

Is it possible to filter the tickets that go to a particular Queue from affecting the statistics and charts? I have thousands of emails from alert systems (monit) which create thousands of tickets, thus my "open tickets" is always very high! I would like to filter that from the statistics,...

Thank you crythias, your tips were helpful. I believe we are using the CustomerID on close because sometimes agents open tickets with their own emails, but then we need to account time for a customer... it's a mess. I'd like to change this way of using OTRS soon, but for that I need some way to do t...

Hi, I have some issues regarding the 'CustomerID' and 'From' fields, I hope someone can help me out. When I try to close a ticket or add a note, I have to fill in the 'CustomerID' field, since it is mandatory. If the ticket already has a CustomerID set, the agent needs to "remember" the 'C...