Znuny Open Source Ticketsystem

Hello there, long time i haven't been browsing the forum. We are testing OTRS for three months now and are really impressed by the tool. In the context of the advanced features, i had a question concerning the emailtickets. We use the automated ticket creation when an email arrives. This works prett...

Hello,

in otrs 304, there is a linked objects field in ticketzoom. What's the use?
Can e.g. put data of the customer company in it? How can i do this?

thank you

kind regards

Hello,

when testing the sql box in OTRS and exporting to CSV, I get only a white page.
When exporting to html, everything seems to work fine.

I am running OTRS 3.0.3, both Google Chrome and Firefox fail on it.

Anyone encountering the same issue?
regards

If somebody else is looking for this solution. There is a setting in Sysconfig , under Ticket -> Core::Ticket . Just add a 'lock' value under Ticket::ViewableLocks , and everyone can see all the tickets in queue view, of course for the queue with permissions... http://i705.photobucket.com/albums/ww...

ok thanks, this seems to work

Hello all, i configured some queues to give a unlock time out after x minutes. I configured this while creating a new queue. However the ticket is not unlocked after x minutes. I checked the conditions, http://doc.otrs.org/3.0/en/html/x2168.html , and according to me, everything should be fine. do i...

that is absolutely correct. I changed the file and it seems working fine!!
thx

Hello, it seems like http://doc.otrs.org/1.3/en/html/multi-hosting.html is the furthest i can get to separate two companies from each other.... I tested it and all agents are stil able to browse all customers... However, I don't understand fully what this means: # ShowCustomerSelection # (show custo...

Ok it is fixed, thx but which version won't contain the bug?
Or better, which file do i have to fix, so i can keep using this version?

thx

Hello,

I have tickets with two free text fields.
When i Move the ticket to another queue, i lose all data in the free textfields!

which file do i need to check to to correct this issue?

an update: when i want to change the owner (or responsible) wich hasn't RW rights i get the message: Software error: Invalid version format (non-numeric data) at C:/PROGRA~1/OTRS/OTRS//Kernel/System/Log.pm line 160. For help, please send mail to the webmaster (webmaster@somenet.com), giving this err...

Hello, I want to create a new ticket and directly assign an owner to it. But if the agent I want to assign the ticket to has no rw-rights (despite having "owner"-rights), i am unable to select him when creating a new ticket. When the agent has RW rights, it all works fine In ticket zoom, a...

ok thx, that is an option I will consider.
regards

Hello,

is it possible to link ticket types to company?

thx

which export/ import do you want them to use?

I installed the latest version and indeed, it is possible to filter on it.
Thx

regarding this topic -maybe i should post it elsewhere- i would like to have an OTRS-structure like depicted below. My questionn is: is it possible? right now i have the impression that such a structure for one otrs application, is not possible Or i am wrong? update: is browsing customers something ...

thx for the info, this could be indeed an option, but i think that such a solution would be more appropriate for corporate website where an incident can be logged. The core of the problem is: multi-company support, with data isolation for each company. Are there any solutions pointing towards such a...

Hello all, thanks for the replies, i finally got to tackle the problem. (thanks to both tips) I first tried to edit the config. pm I added the line: $Self->{CustomerUserEmailUniqCheck}= 0; didn't seem to work. Was I doing something wrong? I went a bit deeper in the source files and got OTRS\Kernel\S...

could it be an alternative to change these agents from company to "customers-user"?

But how will they be able to create tickets for someone else then theirselves? I can't seem to find an option to make appear the "FROM CUSTOMER" -field in customerticket.

hello there, I am trying to figure out the following in OTRS: Our company supports endusers of Company A and Company B. With company A we share the first line. Agents of company A must, as our agents, be able to create tickets, move them, follow-up etc. But also be able to search trough and create c...

Key relationship to remember is: Customer <-> Service <-> SLA. This means that when a ticket comes in from a known customer, the OTRS Agent can only select the services and SLAs that are appropriate to them, rather than having to select from a long list. Also, if you use the UI, it allows the custo...

thx for the real quick reply!

your bypass wouldn't be accepted as a solution. We specifically want to have a valid email adress for every customer, whether it is unique or not

any ideas?

grtz

Hello,

i've been messing around in sysconfig and i am encountering one issue: i would like to modify queueview and inserting an additional column: priority.
Is it possible to do this?
thx
regards

Hello, we work in a B2B environment with many (really) small companies. These companies may have several contacts and the contacts don't posses all a unique email. (We have a lot of companies with one email e.g. info@company.com) Of course if not every customer has a unique email and email is requir...

all right thx!!

joj, thx,
but it doesn't seem so straightforward, or i must be missing something?

Deart otrs users, I am performing a fit for purpose analysis for OTRS and I have a question. As far as I understand, the only acces which can be regulated for agent is the one to queues. (read,write,create-regulation) however, I am wondering whether there is way to regulate acces to the different mo...

hello jojo,

thx for your quick reply. Could you juxt be a bit more explicit on the proposed solution, since I'am new to the application...
thx

Hello, we're thinking about implementing this tool in our company too. I am now performing a fit for purpose analysis, and I am encountering exactly the same problem. So are there any updates on the issue? Concerning your post tgilles, do you still posses any references where to find this informatio...