Znuny Open Source Ticketsystem

Uhhh, duh, "Auto Responses <--> Queues"...

When customers submit a ticket via email, they aren't getting the auto responses (or any emails). Does anyone have advise of where I should look to find where this setting is not enabled?

Thanks,
Eric

Well, searched around and figured out part of it. I hacked the file: /opt/otrs/Kernel/Output/HTML/Standard/CustomerTicketOverview.dtl And commented out: <p> $Text{"Please click the button below to create your first ticket."} </p> <a class="Button" href="$Env{"Baselink&q...

OK, so that tab is gone, sweet! But now when a new customer logs on there, it still prompts them "Do you want to create a new ticket". How do I remove that prompt?

NM, found it. It's in Ticket -> Frontend::Customer::ModuleRegistration rather than Framework -> Frontend::Customer::ModuleRegistration where I was. This place is a bit confusing ;0)

Uhhh, well, I don't have that option. I'm in 3.0. Is that a 2.X option maybe? Here's all I have... Frontend::Customer::ModuleRegistration: CustomerFrontend::Module###Logout CustomerFrontend::Module###CustomerPreferences CustomerFrontend::Module###CustomerAccept CustomerFrontend::Module###PictureUpload

Thanks!

Is it possible to disable the "New Ticket" screen for customers on the Customer Portal? I'd like them to be able to see their tickets, but not be able to enter one. I have a custom webpage set up for them entering their tickets and I don't want them to be able to bypass my form. Thanks, Eric

So as a result of upgrading to 3.0, I'm having some issues. First of all, I ran: >otrs.MarkTicketAsSeen.pl And it claims to have marked all tickets as read. We're just now beginning to use this system, so it didn't have a whole lot of tickets to mark (37 I think it said). So then I start sendmail (C...

OK, nevermind. I'll just create a form on my team website for submitting tickets.

Found it kind of. If I do the following: SysConfig Ticket -> Frontend::Customer::Ticket::ViewNew - Set key1 with content 1 Ticket -> Core::TicketFreeText - Set TicketFreeText1 (just leave defaults for kicks) Set TicketFreeText1 This makes it show, but kind of goofy. Instead of having like the Priori...

OK, so I tried to visit this through the back door with: <script type="text/javascript"> Core.Customer.InitFocus(); <!--Add Custom Code Below--> switch ($('#Dest').val() ) { //this is where the queue is relevant (Dest = Queue) case "20\|\|ESE": // need to slash escape the pipes d...

Yeah, had your debug code in there for a while, but I had other issues then (my issues have issues). So you're right, I'm not seeing the field in the source. I've searched for both the key/content values as well as TicketFreeText1 and neither shows. Am I adding these to the wrong area of SysConfig? ...

OK, threw in an alert and obviously my methodology for determining the ID is wrong. It shows 20 was correct (not sure how I figured it out before). I also only escaped one of the pipes. Getting closer... Sorry for all of this talking to myself but I don't want you looking at this when I'm finding my...

OK, I'm not getting into the case statement to ESE group. Always going to the default area. I put alerts into both and always going to default. I chose 5 because if I go to ADMIN / Agent Management / GROUPS and mouseOver ESE, I get ID=5 in the link url. Am I ascertaining this information incorrectly...

I'm missing something. So I tried to do the following: 1) I enabled TicketFreeText1 in Core::TicketFreeText changing the Key - Content to test123 / test123 removing the previous items there. 2) Added the custom code to MYTHEME/CustomerTicketMessage.dtl: <script type="text/javascript"> aler...

I'm not. The reason I'm upgrading is so that I can create this template correctly using the code from the following topic: http://forums.otrs.org/viewtopic.php?f=60&t=8032 I think I found the issue though after reading the fine print in that discussion. I need to go into the sysConfig and add th...

Sorry, meant otrs user. su didn't work because the user had an invalid shell (seems like it was set to /bin/none or something like that). I didn't set up this machine originally, the person who did no longer works here...

OK, upgrade is finished and appears to be successful except for the custom theme with the change to the form. I can logon as a STANDARD theme customer and create a ticket, but when I change to my custom THEME and try to create a ticket, I get the following error: http://i241.photobucket.com/albums/f...

I think I've figured out what happened. When I went to su to the ois user, it didn't work because the ois user didn't have a proper shell. So I did a >chsh ois and set it to /bin/bash. I'm going to fall the rest of the way back again and start over. Would have been nice if it had actually told me th...

OK, I'm at the step where it says to set permissions and it says "If tarball was used". I used the rpm. I'm going to run it anyway this time since you told me to...

Also, should there be a step between step 5 and 6 to restart the service before proceeding? The output of the rpm says to do it, but I followed the doc instead. I'm going to do the same this time, but please let me know if I'm incorrect. Thanks again!

I did run all steps Jojo. It was slightly confusing which user to run each step as. I'm running all steps other than the one that says specifically to run as apache as the root user. Please let me know if I need to change this because, at this point, I've already backed out my upgrade and am running...

Anybody? Anything? Debug techniques, anything...

No help at all here?

OK, having a few issues after upgrading to 3: 1) When I log in to the customer web interface, I get an error: Cannot read property 'style' of null with some references to som javascript files >I tried to fix this by changing the charset (#14 in install doc), but that doesn't fix it 2) When trying to...

Should I open a new topic for this since it's gone down a different trail?

OK, having a few issues: 1) When I log in to the customer web interface, I get an error: Cannot read property 'style' of null with some references to som javascript files >I tried to fix this by changing the charset (#14 in install doc), but that doesn't fix it 2) When trying to run step 14 in the i...

WOW! You peeps have your act together. That was one smooth upgrade (http://doc.otrs.org/3.0/en/html/x907.html). Thanks! Now on to the custom code...

OK, digging in to upgrade (Rolls Sleeves Up). I'll try this again once I'm all up in 3.0 and all... Thanks again!

OK, well I tried this, but am having issues. I've created a theme and am getting into the theme (in CustomerTicketMessage.dtl). I've put an alert in there to say I'm in there. First of all, I don't have a line: Core.Customer.InitFocus(); In my CustomerTicketMessage.dtl (I'm on version 2.4, maybe it'...

I like #2 very much, Thanks!!!

I need a little direction (pointer to documentation or whatever). I've been looking through the Admin Guide and I see how to set up custom fields on the customer creation form, but I don't see the ability to divert from purely freeform text being submitted for tickets. Is it possible to change the i...