Znuny Open Source Ticketsystem

if you want to force the customers to chose ticket type, service, etc you just have to go to Kernel/Modules/CustomerTicketMessage.pm at type for example you have this: # types if ( $Self->{ConfigObject}->Get('Ticket::Type') ) { my %Type = $Self->{TicketObject}->TicketTypeList( %Param, Action => $Sel...

if you make a Ticketlist stat, the parametter SolutionInMin gives you the laboral minutes between create and close time.

both of the solutions works, but i prefer yours
time to (SOLVED)
thx!

if you set 3 days pending its impossible with this filter to get a ticket when the counter reach 24 h left :shock:, the only way to make this, i think, is to set 2 days pending , when the "waiting for client" ticket reach 0 change to "1 day left" by cron pendingjobs.pl, and then ...

yes, that's what i had thought, but i found two problems, one of them was at the generic agent filter, but i made some tests and i reach the solution, if you set at pending times: Ticket pending time reached (for example) LAST 5 min, you are taking all the tickets which have the pending time > -5 mi...

puedes crear colas y establecerlas para cada agente (preferencias del agente): telefonia, internet.... Si los tickets entran por la web de customer, el cliente escoge la cola correspondiente a su problema al crear un ticket. si entran por mail deberia funcionar los filtros de postmaster, si ponen el...

hi, i have a pending autoclose state called "waiting for client" and i use this state to clean the helpdesk of inactive tickets, for example, i say to a customer: "please send me the ref number". if the customer don't reply in the next 3 days the ticket will be closed. exist any ...

select the agent you want to give rights and enable the users group RW box, at admin / Agent<->group

Thanks crythias, it works, it gives an error when you try to fetch the emails, if the sender is not a customer.

hey forum,
i want to make a filter wich only gets the emails if the sender is a customer registered in the otrs system and send them to a queue "queueexample".
the filter must ignore the emails from any sender who isn't a customer.
anyone know how to do that?

hello.
I made a stat that counts the solution time in min (SolutionInMin) of each ticket, but when a ticket is in pending auto state, the solution time continues growing.
How can i configure the stat to don´t count the time, when the tickets are in a pending state?

hi.
i have a problem with this function, it doesn't work, when the timer reach 0 the function don't change the ticket state to closed, timer continues counting in negative values (1, 0, -1, -2, -3....)
can someone help me?
thanks

eso mismo me paso a mi jaja, para que un ticket cambie de nuevo a abierto pulsas el reply (respuesta) y en la ventana donde escribes la respuesta te aparecera una opcion para escojer el estado al que quieres que pase el ticket.

hi forum. i made some changes at sysconfig, i dont know why but they dont work, e.g. i set "Ticket::Frontend::AgentTicketNote###StateDefault" at "Frontend::Agent::Ticket::ViewNote" to change the state of a ticket to open if you create a note. but if i create a note the state stil...

hi. i want to make a stat which tells me how much working time has passed between the creation of a ticket and the solution. Making a ticketlist stat i used create and close time to restrict the results and i tryed with the SolutionTimeWorkingTime at x axis but when i start the stat it return me 0 v...

Buenas. Quiero crear una estadistica que me diga cuanto tiempo laboral transcurre entre la creacion del ticket y el cierre. He probado usando un ticketlist, en el eje x todas las variables para hacer una prueba, y he puesto una restriccion de tiempo de creacion y cierre. El problema es que en Soluti...