Znuny Open Source Ticketsystem

thanks jojo.

I'll wait 3.0 release.

I lookup the sourcecode to learn how the option "Nofity by" in Queue/SLA admin interface was been used. But I found it just been insert into DB. Not other code to call them. Is that means when the "Escalation - First Response Time " reached, there are not any action to send Notif...

Any idea can help. Thanks.

thanks

I want the subject show just like bellow: MailServer 10.10.0.10 Down! [New Ticket#2010101010000684] or MailServer 10.10.0.10 Up! [FollowUP Ticket#2010101010000684] Because I think the Incident content is much important than TicketNumber. && And. If I modify TicketSubjectBuild() in Ticket.pm,...

The default subject is just like "[Ticket#2010101010000684] You got follow up! .....".

That is too long. Can I define subject myself???

When I receive a Event or alert, A new ticket is created and into a tech-queue and send a "new ticket" notification to group1 @system.com. Buf if engineers in group1 could not resolve this question in 10 minute, the ticket will escalation. I hope when escalation is triggered, another group...

Thanks pgandalipov. You are right.

Now I have another question. "service" is not belong to CI?? That is not comfort with itilv3.

I want to create a "service" B, which should be use by another service A. In service Zoom, I couldn't link service A to B.

When I create a phone-ticket, I couldn't choose "service" which only appear '-'. But I create 2 services before. Something I miss or my understanding is wrong?

What different between "Availabilty" and "Resolution Rate"?
And "Errors" is for what SLA situation??
How to use it ??

thanks.

About Ticket Event, there are a lot of Events such as TicketLockUpdate. But I couldn't find the definition of these Events in Admin-manual and Developer-manual and Google. So I don't know how to use these Events. Someone can give me some advises??? I know there is a chapter in Developer-manual, But ...

thanks Mike_B. I will try it this afternoon.

I want to see some CIs tickets( Events ) in last month. How can I do it? I couldn't find any links in CI frontend.

thanks.

Now I meet a question. pls help me. My otrs users belong to 3 roles . One is administrator, some are just user who can use ticket and the others are itsm-change-agent and builder. I use LDAP authentication. How to configure it? I see the example in default.pm, but it only configure 1 group. How to a...

All new ticket owner is "root@localhost(Admin OTRS)". that couldn't been others like user-group when ticket create??

When I system receive a new ticket, how mail it to a user-list or user-group ??

thanks.