Znuny Open Source Ticketsystem

What kind of data does the "Dummy" item hold? Also, is Agent a type as well?

I'd really appreciate it if someone could shed some light on this. Thanks.

anyone?

After installing the SOAP::Lite package, we're getting the following error:

o SOAP::Lite.....................failed!!! Version 0.712 not supported! This version is broken and not useable! Please use another version.

We came across this blog http://blog.otrs.org/2011/03/04/fixing-the-soap ...

Well we didn't want to rely on email. Since they are a vendor that also services other clients, they would like to have tickets to be integrated. Does it sound possible?

Hi,
We use OTRS internally and have an external vendor that will handle tickets that are assigned to their queue. We would like to use SOAP so that when a ticket is sent to their queue, OTRS will kick off a script that will get info for that ticket and send it over to their system. How can I go ...

Thanks! Just one question.. What is the difference between the Group option and the Group RO?

Hi, I'd like to restrict access to the "New email ticket" menu item for only certain groups. How do I go about doing that?

Is that something I can do from the package manager? Are there additional steps besides going through the package manager install that I need to take into consideration?

JoJo,
Yes I did perform an upgrade on this box from an earlier version of OTRS and ITSM. It was only one rev. back. Is there a way to repair the database?

We were thinking of a defect as more of a software defect.

Hi, I'm getting errors when trying to attach files to either a ticket or a change or a workorder. In the case of workorders and changes, the first time I try to attach a file, it goes through the screen but I don't see any attachment on the change or workorder screens. If I try to attach another ...

Sorry that I wasn't clear in what I was asking. My manager was asking for a means to track known defects so I was wondering if the FAQ is generally used for something like that as well.

Thanks JoJo, is this also the recommended use for handling defects?

Hello, I'm focusing on problem management and need to keep track of known-errors. How does OTRS handle the logging of known-errors. I would think it's a database of known-errors and workarounds, no?

Hi,
I would like to add a user defined field to the Agent ticket screen that can search a table in the db - specifically I'd like to search Config Items. How can I go about linking a user defined table as such?

Any ideas guys? It's driving me nuts!

I enabled the Responsible person option but when I click on the little icon at the top for my responsible tickets, I get an error saying that I don't have permission to the Frontend screen for the Responsible view. I did add in responsible in Core::Ticket::System::Permission and when I check my ...

Hi, I'm running the upgrade from 3.0.5 to 3.0.6 and I've gone through the RPM and it came back with instructions to restart some services and then install the otrs database by going to a link. If I go through those steps will I wipe out everything in my db? Can I just skip that portion if I already ...

Thanks crythias. Actually, I figured it out. When in the Frontend::Customer::Auth page under sysconfig, I had to set Customer::AuthModule::LDAP::UID to sAMAccountName... duh.

I can't seem to figure out why I'm running into this issue. I think my LDAP settings are ok but I can't be sure. I created an AD user and when I tried logging in as him, OTRS said it authenticated the user but there's no account for him. So then I go in as an admin and create a customer account ...

Yes, I'm actually using the same LDAP connection for both the agent and the customer. Does it matter which is added first? For example, my Active Directory ID was originally set up as an agent by another guy who started on this OTRS project. Then I went in and set up the authentication for customers ...

How can I set an Agent to also be a customer in OTRS 3?

Any takers? I'd love some help/guidance on this.

I'm sorry if this is a newbie question but I am in fact a newbie when it comes to otrs. We have otrs 3 with itsm 3.0 beta 4 installed and when a customer submits a ticket and I open it as the admin who is assigned that ticket, if I click on the Owner button at the top of that ticket, I get the ...

My intended use is the same as icm3012. I'm also curious to find out if there's something similar to the Calendar module created by a 3rd party that can be used? Thanks.

All, We are really disappointed that OTRS 3.0.4 doesn't have a calendar package. Is it confirmed that they will not release a calendar module for this release?