Znuny Open Source Ticketsystem

kmdot

Hi,

I want to know how I can show all pending tickets in the reminded window on the dash?

I too would like to know if one can made a new window on the dash, like up and coming tickets, but full width, and show issues that are due.

And... Is there a way to show when a ticket is due, rather than ...

kmdot

I am wondering what the best/most effective way of assigning tickets to users is?

Here is what I want to achieve.

I want all emails to come to an admin users, then the admin user assign those issues to agents.

I want agents to be able to see only issues they have been assigned too.

I want a ...

kmdot

Hi

Thanks for the reply

What I want to do is remove the link.

I also want to remove ticket type from create ticket for users/front end only, not from agent.

I wanted to make SLA and Service required for clients to complete when completing a ticket too.

As always, thanks for the help, you are ...

kmdot

How can I Make SLA and Service Mandatiry in client create ticket?

Thanks

kmdot

Hi

How can I Remove ticket type from client new ticket in the front end?

Thanks

kmdot

Hi

Title says it all, how can I disable company tickets in client front end?

Thanks

kmdot

For some reason, stars of any colour are no longer by tickets with new messages?

Any ideas? I didnt think i'd changed anything in Config, but must have done, and cant fine how to put it right

Thanks

kmdot

Hi

How can I remove the Name: and Created: from the top of a CSV statistic report?

I just want the CSV to start with the column name?

Any ideas?

Thanks

kmdot

Hi

Trying to get all old tickets from our old system to OTRS, and its all gone well with one exception, the response time!

I have added an outbound phone call to all tickers, to get a response time, and set the date stamp to the data stamp when the original response went out, but for some reason ...

kmdot

Thanks

kmdot

Hi

I am having issues where when I move a ticket from one que to another, the ticker user changes back to admin, how can I stop this?

How can I also make it so that when another user is locked to a ticket, as an admin, i can still make changes/reply to that ticket?

Thanks
Mod note: Normally, I ...

kmdot

Hi

Trying to do some manual edits in MySQL and have figured it all out, BUT how to edit response times?

How do I edit response times? they are outbound phone messages that contributed to response times.

Thanks

kmdot

Seems to be adding confusion, due date would eliminate this.

Its trivial, but can it be done?

Thanks

kmdot

Hi

When i get an email, i want to filter out if they are customers or not.

I want customers to go to "customer" que, and non-customers to "lead" que?

Possible?

Thanks

kmdot

So if i modify

. ' current_timestamp, ?, current_timestamp, ?)',

with the received date stamp, will that solve the issue?

kmdot

Hi

I need to be able to split tickets but keep the original date that it was received.

This is because some people open tickets with loads of issues, and most the time each issue needs its own ticket. So I was thinking of using the split feature, but it creates a ticket from new, rather than ...

kmdot

No, for some reason when I try and move from current owner to a new one. If i move from another owner to myself, then no error happens.

What happens is the script tries to open the file as a .pl script and save it?

kmdot

Yes its an option, but i dont know how to use it correct.

The BIG issue with pending reminder is that the ticket goes from the dashboard, and its like out of sight and out of mind, and i cant have that. If there is a way to keep pending tickets on the dash, then that'll be great and solve it all ...

kmdot

Can you explain a little more?

Whats the best way to implement a due date?

kmdot

Hi

How can i set a due date, that count downs like pending/sla's, and also once the due date has been reached, its added as a reminder and goes to negative time?

thanks

kmdot

How can i still view pending tickets in the dash-board?

When a ticket goes to pending, it goes from the dashboard till a reminder is generated, at which point the pending date has been exceeded.

What i want is to view pending items in the dash, and see how long till the pending time?

Any ideas ...

kmdot

Hi

I need a field that logs a data that we should do a task by, the date we have told customers.

Can i create a field that has this date in, and shows how long till this time? or past it? like pending? Can i get it to remind if this date is passed?

Thanks

kmdot

Hi

This is getting pretty critical now as I cant solve the issue.

I have had this issue a few times, but the fixes I used dont work with moving ques?

Its got to be something todo with permissions, but cant see what. Any ideas?

Thanks

kmdot

Hi

I have found an error in my installation.

When i click on decision, it opens in the same window and get this error:

Core.Agent.TicketAction is null or not an object

{anonymous}{TypeError:'Core.Agent.TicketAction is null or not an object)

any ideas?

thanks

kmdot

Is their a way to show information that was created in a note?

At the moment all i can see is the note comment, but i want to see other things such as custom fields entered in the note and time? possible?

kmdot

Hi

Can I add a new section to a ticket, like note? I want to add a link next to note, called dispute, which is the same as note just called dispute?

kmdot

Hi

is it possible to assign a service to a ticket where the customer doesnt exist? or do i need to enter the customer, and link the customer to service before?

thanks

kmdot

I have added fields

billable time and agent name to a note.

Now how can i make a report that does this.

Report by ticket id, and under id get a list of "billing notes"?

thanks

kmdot

When i transfer ownership of a ticket to another agent, I hit submit and it tried to open the file as a .pl file, i hit cancel and nothing appears to of changed, but if you refresh the browser you see its changed.

I am wondering why this is?

There is no issue when you transfer ownership from ...

kmdot

I stopped OTRS, Perl, Cron, Apache, etc, and started them all again and all was well

kmdot

Hi

you assume right.

What do i need to change in that files?

thanks

kmdot

Is their a way I can hide certain attributes, such as close, from a certain agent group?

Is their a way that i can set it so that agents that are no locked to a ticket cant make changes to that ticket?

Can i stop agents been able to self assign tickets, ie, lock.

Thanks

kmdot

Can I make it so that freetext fields are populated by default. Ie, i have one called billable (y/n/unknown). Can i set it so that each ticket when created or received has the freetext field already present and populated by the default response (unknown)

thanks

kmdot

Hi

Can i make it that some freetext fileds are required?

thanks

kmdot

Hi

Is it possible to track the time spent on a ticket when multiple agents are adding times?

Each ticket may be passed to 2 or 3 agents, and each will add times.

I need to know what agent spent what time on the ticket in some sort of report rather than just making a note. need stats =)

Thanks

kmdot

Hi

Can i add a custom note?

What i want is a note that is for time tracking, the note should contain usual note features but have an additional area so I can log time spent by X agent?

kmdot

Title says it all

I have a cron job that produces a CSV each and every hour, I want the name of the CSV to stay the same. Any ideas how?

Thanks

kmdot

I have restarted OTRS/Apache and all is fine???

kmdot

Checked file

perl -c /opt/otrs/Kernel/Config/Defaults.pm
/opt/otrs/Kernel/Config/Defaults.pm syntax OK

perl -c /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm
/opt/otrs/Kernel/Config/Files/ZZZAAuto.pm syntax OK

perl -c /opt/otrs//Kernel/Config/Defaults.pm
/opt/otrs//Kernel/Config/Defaults.pm syntax OK ...

kmdot

I have this error too! HELP

perl -c /opt/otrs/Kernel/Config/Defaults.pm
/opt/otrs/Kernel/Config/Defaults.pm syntax OK

perl -c /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm
/opt/otrs/Kernel/Config/Files/ZZZAAuto.pm syntax OK

perl -c /opt/otrs//Kernel/Config/Defaults.pm
/opt/otrs//Kernel/Config ...

kmdot

Keep getting this error
-----

Software error:

Attempt to reload /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm aborted.
Compilation failed in require at /opt/otrs//Kernel/Config/Defaults.pm line 2137.

For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the ...

kmdot

Hi

Thats working well, so thanks.

kmdot

I was thinking that, but a client has 4 projects, and some of them have higher or lower SLAs, so I need a way to assign a clients project an SLA,,, Only way i can think is to remove the need for an email address, and then assign different ids for username, etc...

Cant be done though right? email is ...

kmdot

Can one add an attachement in autoresponse? if so, how? cheers

kmdot

Hi

OTRS seems to remove some html when i paste it in the source on auto-response emails? I want to set a background. How?

kmdot

Setup issue here as how can i do this?

Some clients have multiple projects, but just one email address

I want to create projects as clients, but want several of them to have same email address but unique ID's

Thanks

kmdot

How can you set an SLA to their service?

IE

3 Services, and each service has 2 unique SLA's, how can one force a default SLA for each service when the ticket comes in? I am thinking i need to reference the email address from with services for that email address, then set sla, but how?

cheers

kmdot

Is it possible, or is there a way I can get ticket stats, such as elapsed times on tickets, and export them to mysql automatically?

I was thinking its possible, but how? thanks

kmdot

Right, having issues... here is my flow

email send to postmaster, ticket created

does user exist? if so, do they have a service? if so, move to que service?

does user exist? if so, do they have a service? if no, move to que no-service?

does user exist? no, move to que new client

kmdot

its to do with $HOME in CRON

Where does the $HOME variable come from?

thanks

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