Znuny Open Source Ticketsystem

Please could you tell how to export to csv or xls a ticket's text we need to export all tickets in order to read them to analyze often questions?

Is it possible to export also a tickets text of the message?

H1!
Have i understood it right?
In order to exclude spam marked tickets from dashboard so that they could be still accessible from Tickets menu I have to create new state type "spam" and make this state automatically set to tickets marked as spam?
Thats all?

Hi!
After upgrading from 3.0.3 to 3.0.11 now Ticket owner assigned to you messages are automatically sending to agent when email is received. Could you tell me please, How to remove Ticket owner assigned to you message?

Hi! i have an external software from which I want to be able to open query of tickets where otrs_customerid=ext.software_emailaddress. External software have 3 communication channels 1. URL (request and reply are send via url) 2. Sockets (TCP/IP sockets) Host name, request-reply ports,login details ...

the problem is solved after upgrading to 3.0.5.

Есть форма на сайте с которой приходит уведомление об оплате в систему ОТРС 3.0.5. Все отлично. НО если в письме есть прикрепленный скан квитанции в jpeg в частности, то содержание приходит в непонятной кодировке:  Детали оплаты: То же самое письмо приходит на ящик от майл.ру в номально...

Обновил на последнюю версию. 3.0.5 . Ошибки исчезли.

Have the same error. Did you find a solution?

I have restarted ngnix and mysql on a server but the error still appears time to time. Is there a solution?

Та же проблема? Как Вы ее решили?

Hi! periodically I am getting an 2 errors in OTRS 3.0.4 First appears time to time while opening anything in OTRS: Software error: Attempt to reload /usr/local/otrs/Kernel/Config/Files/ZZZAAuto.pm aborted. Compilation failed in require at /usr/local/otrs//Kernel/Config/Defaults.pm line 2137. Second:...

Thank you for your answer. But I still cant understand how to solve the task. Not sure, but as I understood you it is possible to make automatically default "Owner" for all tickets and make default "watcher" for a certain "Owner" also automatically. In PostMasterFilters...

Yes, I want a default watcher for all tickets. And may be for a ticket owner if certain agent - "boss" can be set as default owner for all tickets.
I suppose owner of a ticket is different to agent who blocked ticket.

How can I configure SLA by time for an invoice (ie the time from the moment when the state changed to present a bill before the time when the state passed into the closed successfully, ie invoiced)?
Is it possible to implement using standard OTRS features or need a custom programming?

Hi!
how is it possible to make some revision of newbie manager?
I suppose the better way is a Watch function.
So is it possible for a "boss-agent" to automatically watch all the tickets only of a certain "newbie-manager" ?
or there is a different way...

Do I understand the principle of the SLA in OTRS in the right way? If the set time has expired, the ticked is unlocked and opens for other users. Supervisor at the same time receives a message that the timing of the answer had expired. Right? And what happens if the ticket was not blocked, but the t...

when I am sending to a OTRS system a message witn an attachement 1 - 10 mb size. It is recieved in OTRS, after I open it I see a message but there is no any attachement. When I send 100 kb file I can see attachement in a message. I changed SysConfig -> Core::Web -> WebMaxFileUpload to nearly 20 mb. ...

any advice?

The solution was to add new statetypes in database table.

Did you mean Config Settings in Ticket -> Core::PostMaster ?
Checking to Yes PostmasterFollowUpSearchInReferences or PostmasterFollowUpSearchInRaw doesnt help.
Messages received with different subjects but from one email address creates different tickets in the system.

I have added to dashboard two more visible states - Paid Orders (Queues=Billing) and Waiting for invoice (States=Invoice). But I got a problem now, Paid Orders tickets have duplicates in New ticket section and Waiting for invoice have duplicates in Open tickets. But I dont want them to. How could I ...

Hi,
Is it possible to automatically merge tickets that received from one email (or customer) into one ticket even if subjects are different?

If I will use PostMaster filter management Filter Condition X-OTRS-State-PendingTime: e. g. 2011-01-05 00:00:00 and Set Email Headers X-OTRS-State: closed successful Will it mean that the messages in mailbox received before 2011-01-05 00:00:00 after connecting in OTRS now will not be created as new ...

I have a similar question I guess. I have one corporate email that contains thousands of messages. If I will connect it to OTRS there will be created thousands of new tickets and I dont imagine how will I mannually close them all. Is there a solution?

Hi!

How can I do following?
1. When you select an answer template "in the near future will inform the cost of" the state must become "Pending an invoice" automatically
2. On the Dashboard to show such status as "Pending an invoice" and "Paid Orders"


Thanks

Приветствую! Подскажите, пожалуйста, возможно ли связать шаблоны ответа и состояния? Например при выборе Шаблон№1 состояние становится Закрыта. Еще вопрос возможно ли в Дайджест наряду с Новые заявки Открытые заявки (требуется ответить) вывести другие состояния, например, ожидает выставления счета?