Znuny Open Source Ticketsystem

We are doing escalation time freeze by assigning special SLA to freezed tickets. This SLA uses Calendar with no working days and no working hours. You can use Generic Agent to automatically assign this SLA to all tickets in your special state.

Isn't that you have to populate the Data argument passed to template to actually use the value in the $QData? You probably should take a look at the Kernel/Output/HTML/DashboardTicketGeneric.pm to see what data is being passed to the relevant template block.

You have this option in TicketZoomView - 'Additional attributes' (I am not sure the exact spelling as I'm using localized version, anyway it's between 'Priority' and 'Merge'). You can manually change service and SLA for a ticket this way.

Well, to have scayt enable/disable as an user setting you need to do some coding. I am not familiar with the OTRS architecture so I don't know what would be the best way. The simplest seems to add additional user preference ('Enable/disable scayt') and then act upon its value when setting ckeditor c...

I am not sure what you mean. If you set scayt_autoStartup to true, then you have it enabled by default. If you omit this setting from the file, then scayt remains disabled and you need to add the toolbar button (via editing Kernel/Output/HTML/Standard/RichTextEditor.dtl and Kernel/Output/HTML/Standa...

In order to play an audio file without downloading it to your computer you need to setup some kind of streaming service. If the audio file is attached to the email/ticket then it's just a file and in order to play it you have to download it. So if you wish you to have your voicemail streamed you hav...

By default scayt is disabled in ckeditor 3.3.2 and newer. In addition to changing the 'removeplugins' setting you also need to add this to var/httpd/htdocs/js/Core.UI.RichTextEditor.js : scayt_autoStartup: true, Works for me. And if you want to add the scayt to the toolbar, you should edit Kernel/Ou...

I don't know if this is the same issue, but I had following errors in my log: error OTRS-otrs.GenericAgent.pl-10 Can't write '/opt/otrs/var/tmp/CacheFileStorable//CacheInternalUser/005ac2fe063bb271ca91de82950b2d84': Permission denied I simply solved it by adding the otrs account to the web server gr...

I've put following entries in my Apache otrs site config file (I am using Apache 2.x and OTRS 3.0.5): RedirectMatch permanent /otrs/$ https://support.mysite.com/otrs/index.pl RedirectMatch permanent ^/$ https://support.mysite.com/otrs/customer.pl RedirectMatch permanent ^(?!/(otrs|otrs-web)/(js|skin...

This is my first post here, so hello everyone :) I'm OTRS newbie but so far I've made following observations regarding SLA and notifications (I am using OTRS 3.0.5). 1. I've made a mistake similar by some other people on the forum - I did not setup cron jobs. Without them, none of the escalation not...