Znuny Open Source Ticketsystem

Far from being an expert as Crythias ;), when I was deploying OTRS in our company I gave the following overview to our staff: Queues organize tickets regarding common aspects like, but not limited to, Subject/matter, Escalation Times, auto-answers, notifications, and most important metadata (all kin...

Hi Crythias, I was suspicious of that we could be hammering the server too, but since I could access the account from another mail client in the exactly same time that OTRS wasn't, I rule it out. Anyway we will be moving to a local exchange in two weeks. Regarding your suggestion ,by network trace m...

Hi Reene, Actually I was having this issue with any stat generation, no matter wich filter or criteria used. However (due to other reasons) we performed an "fresh install" of OTRS and now everything is fine. I assumed I did something wrong on the former setup. Thanks in advance, Eric. As w...

Ok, thanks! There is no behavior. And apparently, Generic Agent doesn't allow to test for TicketFreeTime*, either. A module could be designed to account for that, though. Also, SolutionTime and UpdateTime (if I recall correctly) are calculated based upon actions performed within OTRS. If you want to...

Hi Crythias, What exactly os tje behavior of TicketFreeTime, I couldn't found documentation explaining it. I configured it in my OTRS and setted for a test ticket, and it did'nt got escaleted once the time past. Dos Free Time override the queue escalation? Thanks again for the help. You may assign a...

Hi Guys, I'm using and Google Appgs (gmail) account for my OTRS service. I've changed the crontab to fetch mail every 5 up to 10 minutes and very often I got an error message saying that OTRS can't connect to IMAPS. This problem is intermittent, sometimes it appears and then it goes away, but it mak...

In the login screen. If a customer changes his/her preference, after logon the selected language is being used. Also, when the user logoff, the "logoff successfully" screen also is in the correct language. My only concern is with the Login and the enrollment screens. I also notices a type ...

Hi Folks,

Is it possible to create a queue where each ticket have it's "solution time" and "update time" sets manually by agents? That would made easy for an agent to follow-up tickets that relies on third-party/external workers.

Thanks in advance,

Eric.

Hy Crythias, That`s what I did, I added the default language, but it had no effect when acessing Customer.pl. The page still in english by default. Below is how I changed in Config.pm. # ---------------------------------------------------- # # insert your own config settings "here" # # con...

Ok, me again...

Hopefully this would be my last question for sometime now. How do I change the default language for customer.pl? I searched old posts and found some answers but none seem to be working.

Thanks for the help.

Hi Guys, I was checking my OTRS setup and I realised a lot of compilation errors in apache error_log. Is that supposed to be this way or did I messed-up something? As far as I could say everything is working just fine. Below is a sample of the erros. [Thu Aug 18 19:08:52 2011] [error] [client 10.0.1...

Hi Guys, I'm finally understanding the way OTRS manages customers and customers backend. Great job by the way!! In a OTRS authenticating customers on AD cenario, I was wondering if there is a way to use Organizational Unit as customer ID. My problem is that it seems that there is no attribute at the...

Thanks for the alert!! In the end I gave up with this idea. Only later I realized contatcs wouldn't be able to logon into customer frontend, since they don't have a password. Cheers, Watch out with this one! There might be contacts without mail in your AD. I´ve had this issue with some agents and th...

Hi Guys, I'm not sure if I get the auto-refresh right, but once I set my preferences to refresh queues in intervals of 2 minutes, I was expecting to have my dashboard updated automatically every 2 minutes. Did I got this right? If so, that does not seems to be working for me. What could be wrong? Th...

Hi Folks, Once again I came asking for some help. I created some tickets, closed them and now I'm playing around with the stats module but every report that I run came up empty. I'm running a clean install of OTRS 3 and the stat module was enabled by default. I already installed all CPAN modules req...

Hi Ferrosti,

Thanks!! Adjusting the CustomerKey made the trick! For the record, I first tried to map CustomerKey to ObjectGUID but it seems that some the value may have invalid characters so I ended using the mail as CustomerKey and all went well.

Best regards,

Eric

Hi Folks, I'm new to OTRS and I'm trying to integrate it with our company AD for Customer Backend. For that I create a group called OTRS_Users (not the best name, I know) and add the users from add to those groups. So far so good. What I'd like to do know is to add Contact objects to this group in o...

Hi Folks, How exactly Services and SLA works in standard OTRS (not in OTRS:ITSM) ? 1- What is a service? 2- How do I associate a ticket to a service? 3- Does an SLA overrides the queues escalation parameter? 4- If I create more than one SLA an associate it with the same service, what happens? 5- How...

Hi folks, I`m configuring an OTRS server to deminstrate it in our company. In OTRS demo, all queues show up in dashboard, and as an agent I can see the tickets inside each queue. In my installation when I logon i can see the tickets, but I can`t see the queues. How can I configure my OTRS so agents ...

Ok, figured out the problem and I'm sharing it here for future reference. I noticed that for several configurations parameters, when updated via GUI they are written to ZZZAuto.pm however they require a restart of the service to be loaded and therefor after setting them in GUI, they look like just a...

Hi Folks, Whenever I change the value of Core::Sendmail from "sendmail" to anything else (SMTP/SMTPS) using the GUI, after clicking Update button no changes are applied and the values still the same. Am I loosing something here? What should I do to use SMTPS as outgoing e-mail? Thanks in a...