Znuny Open Source Ticketsystem

Wow, but I don't know how to use automatic responses to inform customer about closing a ticket. There are events: Name Description auto reply Creation of a ticket in a certain queue. auto reply/new ticket Reopening of an already closed ticket, e.g. if a customer replies to such ticket. auto follow u...

Hi everyone, Today suddenly my OTRS stopped to send event based notifications. Customer receive emails from auto answer (like i.e. new ticket created) but no event based notifications. Problem is not in sendmail, but somwhere in OTRS, because there is no "System email external" article. Ev...

I have "Invalid Challenge Token! " error, when I try to log as another agent by using "Switch to agent" link. Details: Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Oct 30 14:47:34 2012 Message: Invalid Challenge Token! Traceback (22504): Module: Kernel::Output::HTML...

Hi everyone,

Maybe someone can share SQL query wchich displays solution time for each ticket, but without time when ticket was in pending state.

I cannot find it on this forum, thanks in advance.

TJL.

Customer groups worked ;-) $Self->{TicketAcl}->{'ACL6'}={ Properties => { CustomerUser => { Group_rw => [ 'managers', ], }, }, Possible => { Ticket => { Priority => [ '1 very low', '2 low', '3 normal', '4 high', '5 very high', ], }, }, }; $Self->{TicketAcl}->{'ACL5'}={ PropertiesNot => { CustomerUse...

Hi Everybody,

I need to have 4 priorities for every user (1 very low - 4 high) and 5 priorities for separarate group of customers (1 very low - 5 very high)
How can I implement such a situation in OTRS (ACL or something)?

Thanks in advance.

Of course I have an exception and I cannot use Your solution. There is about 20 customers, who should have possibility to create ticket in both queues, so "force dtl" solution is not enough.

It will give me possibility to have separate queues for helpdesk and infrastructure team with condition that customers can create ticket only to helpdesk team and if helpdesk team redirect ticket to infrastructuere team it will be still visible for customer in customer panel.

Is it possible to give access to one group to all customers but with 'ro' (read only) permission?
Something like CustomerGroupAlwaysGroups but with ro, not rw?

I can do it for individual users, but I have almost 600 of them and they are changing often, so I need more simple solution.

TEJOTEL

Is it possible to have different themes from customers (not agents!) from same AD domain. I can put only one default theme and if I try to change it for specific users. This is what i had "Not supported for this module!". I cannot also add customer from local database, because there is a n...

I have strange problem. On newticketphone there is a link to address book, but this link is only visible if You are OTRS admin. Is it possible to have this link without such high rights?

This is right what You said, but I want every customer have rw permission to group connected with queue (and it's done by default group), but only some of them shoud see this queue in "To: " field in new ticket form.

Hi, I had 4 queues, but I want to hide one of them in customerticketmessage.dtl but only from part of customers. I mean that all customers should see status and content of ticket from all 4 queues and should be able to create ticket only in 3 of them. So far so easy but, there are some customers, wh...

I need longer entry in Agentticketzoom.dtl but what I need to change is in: <div class="WidgetSimple"> <div class="Header"> <h2>$Text{"Ticket Information"}</h2> </div> <div class="Content">

Thank you, but I need this funcionality in ticket close.

sometimes ticketfreetext entered by customer is cut and look in ticket info box like this: blah blah bl[...]
is there an option to extend this?

thanks in advane.

tejotel

Hi,

Is it possible for customer to see an attachment? When I close tickets sometimes I want to add some files for customer. I can add them in the form but customer cannot see it from customer panel and in notification email neither.

TEJOTEL

I need to add two clases for printers and scanners and I'm looking for it since morning and cannot find it anywhere. Please help me. Thanks in advance.

Hi,

Is there in OTRS a possibility to turn off escalation notifications for all agents in queue and leve it only for agent who locked ticket?

Do not work at all

And how to do the same in AgentTicketPhone.dtl?

I've found solution. Free text must not be mandatory in sysconfig an code looks like that: switch ($('#Dest').val() ) { case "6\|\|some queue": document.getElementById('TicketFreeText1').style.display = 'block'; document.getElementById('LabelTicketFreeText1').style.display = 'block'; docum...

Great,

That's what I need. Thanks.

Can You give me some advice, what I have to do with required fields without modyfing customerticketmessage.pm but only dtl?

Maybe I will explain on my example. I have queues for developers, helpdesk, infrastructure and business units. Each of teams want to have his own freetext which has to be required and do not want to be pushed by filling other teams freetext. Developers want to have freetext with their apps, business...

Hello,

Maybe someone know solution to my problem? I have some queues and some freetext fields but what is required in one queue is not required in second one, is it possible to set freetext field as required field only to specific queue?

thanks in advance,
TJL

And does anyone know when it will be converted to 3.x.x?

I've found other way. Just used $Env{"REMOTE_ADDR"} and send it as hidden in CustomerTicketMessage.dtl to TicketFreeText.

Hi, Maybe someone know why var ldap_attr_host not working in OTRS 3. There is very few info in the net about showing customer Host and IP and every of them telling to add two lines listed below to map of customerUser. For me it'n not working. maybe it's OTRS 3 or maybe it's something not configured ...

Hello, It is very hard to find something more about ACL, but maybe you will know. Is it possible to select type in dependency of browser language. Something like that (which of course is not working): $Self->{TicketAcl}->{'ACL-Name-10'}={ Properties => { Language => { Name => ['PL'], }, }, Possible ...

Thank You for Your answers. 1. Adding new lines with scheduled minutes into generic_agent_jobs is not working, it is still 10 minutes schedule 2. I've tried add something into genericagent.pm but it's not working either, mabe You will find error in lines below (every new ticket has TicketFreeText4 s...

...Than 10 minutes. In my system SLA for service is assigned by generic agent (because OTRS unfortunatelly do not have possibility of setting default SLA for service) and 10 minutes were enoug so far. Now I have service where SLA is 10 minutes and I need generic agent to run every minute. Or maybe t...

Hello to all, I've tried to find answer for my question on this forum and google, but without effects. My question, which I like to ask is: Is it possible to have different language versions of SLA, SERVICE, TYPE like it is with priority? And if it's possible, then how to do it? Thank you in advance...