Znuny Open Source Ticketsystem

Hi there,

Quick question on the First Response time in minutes field that is available through the stats module. Is this calculated against the calendar selected for the queue that the ticket is in?

For example our core business hours are between 08:00 and 18:00. If a customer logs a ticket at 17 ...

Hi All,

Can anyone point me in the direction of an explanation of the fields that are avaiable in the stats module?

In particular I'd like to find out what the FirstResponseDiffInMin and FirstResponseInMin are and how the first level solution rate works.

Thanks,
W

It would be really useful to have a dashboard widget that displayed tickets marked for review.

just change via Sysconfig Ticket::Frontend::OverviewSmall->ColumnHeader' to 'TicketTitle

That works for the agent interface but not for the Customer interface.

Its not so much of a problem on 3.0.x as the field is auto populated with the ticket title anyway but in 2.4.x the field is left blank ...

I implemented the change described below and it works perfectly - Thanks.

Only problem is that it affects only the Agent interface, can a similar tweak be accomplished on the Customer interface?? Subject keeps changing if they additional information. Or if we could force the original subject in ...

I managed to get this one sorted by setting the X-OTRS-FollowUp-xxxx headers rather than the X-OTRS headers.

Hey,

Ok so according the logs it seems to be working...

Mon Feb 14 14:53:03 2011 notice OTRS-PostMasterMailbox.pl-10 POP3: Fetched 1 email(s) from otrsupdate/mail0.xxxxx.com.
Mon Feb 14 14:53:02 2011 notice OTRS-PostMasterMailbox.pl-10 FollowUp Article to Ticket [2011021410000011] created ...

Thanks Crythias. I've added the custom headers now but i'm still struggling to get fields to update in OTRS using the headers.

An example filter below:
Condition:
X-Bugzilla-Status RESOLVED
X-OTRS-State: Closed Succesful

I'm trying to get OTRS to close the ticket when the bugzilla is resolved. I'm ...

This is great, thanks Crythas. Worth making this a sticky?

Hi There,

you can select Default Services that will be available to all customers. To do this go to Admin, Customers <-> Services and select Edit Default Services. Any ones you select will be available to all customers.

hope that helps.

Hi All,

First a bit of background... I'm trying to link OTRS with Bugzilla using the Email interfaces of each. I have setup bugzilla to open a Bug on recipt of an email using the @ tags of its email interface and OTRS response templates. I can also update that bug and change the priority etc using ...

crythias wrote:it's possible you're missing the word "Ticket" (as in, Ticket#xxxxxxxxxx) the same way it appears in an email.

Thats done it! Its working!!!! Thanks so much!

ok thanks guys. looks like we had a problem with our OTRS install which is now fixed. So OTRS is receiving mails and raising tickets automatically by email but I still can't get it to update an existing ticket via email. I've put the entire ticket reference in the subject for example ...

Hi, thanks for taking the time to reply, i think i'm missing something here!

I've got a test box running OTRS 3.0.5 on it. I've created an email address otrsupdate@xxxx.com and configured the postmaster to retrieve mail from it.

I've created a Phone Ticket and what i'd like to do now is be able ...

Hi All,

I work for a travel software company. We use OTRS for all support tickets but Bugzilla / Jira for the development teams. This means that any tickets that need to be passed to our development teams for investigation have to be rekeyed into Bugzilla and the bugzilla reference entered into the ...

Excellent! Thanks!

Hi Earwax,

I hadn't assigned the new response i had created to the Queue! Silly mistake. Thanks for your time though.

Hi All,

We have several different support teams and I am trying to set-up a separate response email address for each. The email addresses all exist on the server and i have gone into Admin Panel - Email Addresses -> Add new system email address and associated the email address with the queue ...