Znuny Open Source Ticketsystem

Hi,
look at this
http://forums.otrs.org/viewtopic.php?f=61&t=7162#p28201

Cheers
Thomas

Hi, never mind, i read your email wrong. What i really need to know is how to add x-headers to outgoing email in outlook. Any add-ins for outlook 2007/2010 that someone can recommend? I use mutt, where it is quite easy to add the headers on the fly. If your MUA is unable to do this, maybe you could ...

Hi,

you just have to look where you find the parts marked "original". I left why I
left them in there so one has a chance to find the right place for the
modifications.

Cheers
Thomas

Hi, maybe this will be a little help for you http://forums.otrs.org/viewtopic.php?f=53&t=9809 At the moment I am trying to put the time to escalation/time while still pending into FreeTime6 in Ticket.pl and add just a new column for it. The must-have feature for this is to be able to sort the vi...

Hi, in SysConf Ticket -> Frontend::Agent::Ticket::View* (i. e. ViewNote) you can change how the different dialogs behave, what they show and of what type the article the create should be. If you set for example "note-external" as the default article type for notes, then adding a note to a ...

Hi,

Du kannst in SysConf Menü unter

Ticket -> Frontend::Agent::Ticket::ViewNote

Ticket::Frontend::AgentTicketNote###Body

einen Vorgabetext eintragen.

Gruß
Thomas

Hi, I wanted to see the time left until a ticket escalates/reached the end of its pending state in the TicketSmallView, so Agents would now how much time is left untill they have to tend to a ticket. So far I have added a new theme an changed AgentTicketOverviewSmall.dtl there. Instead of the column...

Hi, ich bin inzwischen eine ganze Ecke weiter gekommen. Zur Erinnerung: Ziel ist es dass man in den Ticketübersichten (gesperrte Tickets/Queueview) sieht wieviel Zeit noch übrig ist, bis ein Ticket eskaliert/seine Wartezeit abgelaufen ist, also quasi die Spalte "Eskalation in" aus der Eska...

Is the ticket closed _and_ unlocked? While we played around with the nagios plugin and setting ticket states via mail we produced a lot of tickets that where closed but still visible 'cause they where not unlocked.

Hi, - WAS ABER: Wenn ich das Ticket wieder öffnen möchte, weil das Ticket versehendlich geschlossen wurde??!! Bin ich dann gezwungen ein neues Ticket mit dem gleichen Inhalt zu öffnen?? Wenn das viele Tickets betrifft, die Du über eine Suche matchen kannst, ginge das z. B. über einen Generic Agent J...

Hallo, Du kannst das auch in den linken Bereich bekommen, dann zeigt es mehr Daten an. Dazu musst Du den Wert Block in ContentLarge ändern Okay. Ich habe mir das mal aus Ticket.xml kopiert und angepasst. Die ContentLarge Änderung war kein Problem und die breitere Ansicht ist ein Anfang. Ich bekomme ...

Hi, damit behelfen wir uns im Augenblick. Aber auch das ist nicht was ich suche. Zum einen ist das ein sehr kleiner Ausschnitt und da der Owner dort nicht angezeigt wird, sieht der einzelne Agent nicht, ob das eines seienr Tickets betrifft. Was ich suche ist quasi ein Mischung aus Eskalationsansicht...

Hallo, ja die Eskalationsansicht benutzen wir und die Ansicht dort entspricht fast dem, was ich unter Locked Tickets sehen möchte. Mir geht es darum, dass der einzelne Agent in seiner Locked Tickets Ansicht direkt sieht, um welches von seinen Tickets er sich als nächstes kümmern muß (weil es in x Mi...

Hi everybody ! I use OTRS in French and I have some problems with the function "merge". Currently, when I merge a ticket, it is well together with the main ticket. But once the ticket is merged his status remains unchanged. Normally it should have a status of "merged" or the sta...

Hallo, ich würde gerne in der "gesperrte Ticktes"-Ansicht der Agents die Tickets nach verbleibender Zeit bis Eskalation/verbleibender Wartezeit sortieren. Sinn ist, dass der Agent auf einen Blick sieht wieviel Zeit noch verbleibt, bis er sich um das jeweilige Ticket wieder kümmern muß. Gru...

The easiest way would be to create one empty template and add that to all your queues. But I think the templates are quite handy.

Hopefully this is going to be my last question. I'm currently testing the OTRS system. I've created a test ticket over the customer panel. And now I'd like to reply to the ticket with the e-mail answering function in otrs. But the function has become a drop down panel instead of an answering button...

Without having checked it out myself my guess would be that you could achive that with ACLs.
Take a look at this:http://doc.otrs.org/3.0/en/html/acl.html

Cheers
Thomas

Hallo,

In SysConfig in Ticket -> Frontend::Agent::Ticket::ViewZoom gibt es die Einstellung
Ticket::Frontend::ZoomExpandSort. Funktioniert seit 3.0.5.

Gruß
Thomas

This seems to be a manual action. I didn't find an automatic way to do this. So that every created ticket is automatically watched by the creator/owner. Well, I have no solution for this but the responsibility-feature that crythias mentioned might come in handy. I myself did not activate it because...

2) How can you track the progress of an issue/ticket? The problem is that on the dashboard the owner cannot see all the tickets he owns when a ticket is assigned to a queue where the owner does not have rw permissions. How can you see all tickets you own on the dashboard regardless permissions? Hi,...

Hi,

take a look at SysConfig Ticket -> Core::Ticket. Via Ticket::DefineEmailFrom and
Ticket::DefineEmailFromSeparator you can get what you want.

Cheers
Thomas

Just add the headers X-OTRS-FollowUp-SenderType: agent X-OTRS-FollowUp-ArticleType: email-external X-OTRS-Loop: true in your MUA to your reply mail, get that mail into your OTRS (i. e. by BCCing it), see to it that it gets added to the ticket (by ticketnumber in Subject, or by activating additional ...

Hi,

zumindest in 3.x geht das vorbelegen des Body/Subject sehr einfach über SysConfig in Ticket -> Frontend::Agent::Ticket::View* ohne Änderungen am Code.
http://forums.otrs.org/viewtopic.php?f=62&t=7349


Gruß
Thomas

thank you. It almost does what I want. It sorts the tickets correctly now, but still as soon as you zoom in the ticket even tho is sorted 3 2 1 now the description that gets shown is still of number one (number one is still the one selected). Any ideas of why is this happening? Hmm, it does this he...

What I wanna change is the way it gets ordered, because when I'm working on a ticket I don't like reading the first answer again and a again. Is there any way to make the last answer appear first? like this: Where is the file where the query is generated? it would probably be as easy as changing as...

You can remove the note field in sysconfig. Prior to learning that, I used to simply type a period. I think there's a config change in the .dtl file. I would suggest not to remove the notes field but to put a default text in it. It bugged me too that I had to type a subject and a text every time I ...

Hi,

you can change that SysConfig in the Admin Menu in the section Framwork->Core::Web.
There is da dropdown menu for Frontend::RichText.

Cheers
Thomas

This is just a kind of workaround and not the way OTRS is designed to work. It won't work if your agents could also be customers like at internal IT Support System I think it depends on how you use it. I dont add the headers unconditionaly all the time. The agents who use that feature have to expli...

customers will just reply. Agents are not working via email "Yes we can!" Just add the headers X-OTRS-FollowUp-SenderType: agent X-OTRS-FollowUp-ArticleType: email-external X-OTRS-Loop: true in your MUA to your reply mail, get that mail into your OTRS and it will get recogized as an reply...

Du setzt diese Headereinträge also direkt im MailClient? Ja. Ich pipe die Mail durch ein Skript, das nach der MessageID im "In-Reply-to:" Header meiner Antwortmail in der Datenbank sucht (SELECT article.ticket_id, ticket.tn FROM article JOIN ticket ON article.ticket_id = ticket.id WHERE a...

Hallo, ich habe daran auch gerade rumprobiert, weil es bei uns auch einige Leute gibt, die weiter mit Ihrem Mailclient arbeiten wollen. Für mich funktioniert folgendes: In der Mail, mit der die Kundenanfrage beantwortet wird setze ich die Header X-OTRS-FollowUp-SenderType: agent X-OTRS-FollowUp-Arti...

Hi,

Du könntest z. B. den Kundendatensatz um ein Kommentarfeld erweitern, in dem die Authfragen und -antworten stehen und dies dann mit den Kundendaten, die der Agent sieht anzeigen.

Gruß
Thomas