Znuny Open Source Ticketsystem

Hi, i recently came across the same issue and found another solution which fixes both problems. in Kernel/Modules/AgentCustomerSearch.pm around line 157 inside @ViewableTickets = $Self->{TicketObject}->TicketSearch( add the following line: CustomerUserLogin => $CustomerUserID, hope this helps :) It...

Thank you for posting, I was looking for a way to do that. I'm not sure it should be the default behavior, but I think it would be nice if it didn't require editing the source. However, while that did fix the Open Ticket count under customer information when creating a new ticket, it didn't change ...

I solved my problem by digging into the code and applying the following patch to /opt/otrs/Kernel/Output/HTML/CustomerUserGenericTicket.pm: ========================================================================================= 130c130 < $URL .= ';CustomerID=' . $Self->{LayoutObject}->LinkEncode( ...

Hi, I am using OTRS v3.0.8 configured so that Customers (LDAP-based) can view all other tickets under "Company tickets". It is done by using a LDAP field, common to every customer, mapped to CustomerID. Everything works: my only problem is that the Customer History (shown in AgentTicketCus...

Your last post enlightened me, now I get it!!

In my first try I must have forgotten to select the owner, that's why all agents got notifications!
Then everytime I choose an owner no notification is sent.

All makes perfectly sense now.

Thank you very much for your help!

Assigned owner is always myself, even in the first case, when notifications have been sent to all agents, including me. I also tried to assign other owners, still no notifications. If OTRS is supposed not to send NewTicket notifications for phone tickets, it's fine for me, I will create event-based ...

All the tickets in the log are Phone Tickets, all created by the same agent (myself), all belong to the same queue. First and second have also the same subject, text and priority. For the others I changed text and priority. Result: only the first one triggered the NewTicket notifications, the others...

I can create the Notification (Event) as a workaround, but I would like to understand 2 things:

- is OTRS supposed to send NewTicket notifications when a Phone Ticket is created?

- why sometimes it sends notifications and sometimes not (see my previous log)?

Here the OTRS log concerning these last tickets: [Fri Jun 10 14:13:42 2011][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [0448/ABC] created (TicketID=448,Queue=Virus administration,Priority=normal,State=open) [Fri Jun 10 14:13:42 2011][Notice][Kernel::System::Ticket::Article::SendAgentNo...

That's crazy! Right after posting my last message I created a new phone ticket (owner: myself), and this time... all agents in that queue received a "NewTicket" notification! That's the behaviour I prefer: agents working on the same queue may be interested to know about new tickets, even i...

Damn... looking at the otrs logfile I just found out that the system has always behaved like this. When creating a phone ticket, only the owner receives a "OwnerUpdate" notification (unless he's creating the ticket). No "NewTicket" notification is sent at all. So if I want a NewT...

That's the first thing I checked, both in the Admin interface and directly into the mysql db (table personal_queues). Some agents even have all queues in their list. But no notification at all is sent when an agents creates a ticket... I know perl and I could debug the scripts, but it's quite hard t...

Hi, I have been using OTRS v3.0.5 for few months, and now suddenly I have a problem with "New ticket" notifications. When a customer creates a ticket the "New ticket" notification is correctly sent to concerned agents. But when an agent creates a ticket (via "New phone ticke...

Thanks, I had not noticed that auto-complete feature!

Hi, I am currently configuring OTRS v3.0.5 I can properly authenticate agents and customers against my OpenLDAP server. For the customer backend I still have to decide if use LDAP or DB (after importing data from LDAP with a script). Both tested, both work. Any advantages in using DB instead of LDAP...

Those links are quite "standard" LDAP configurations. I tried all of them as the first thing, but they do not work in my case.

I am trying to authenticate OTRS agents against a remotely hosted LDAP server (based on Active Directory, I guess), but I can't do it. We use this server as an Exchange/IMAP/LDAP server, so we login with our email address. Please note that I can successfully query the LDAP server with ldapsearch: ld...